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CUSTOMER SATISFACTION REPORT BASED ON THE LATEST NATIONAL PASSENGER SURVEY (SPRING 2011)
AUTHOR: ONUR AYAN
DATE: 27/10/2011
TO: MANAGERS OF SOUTH WEST TRAINS
Summary
In this report we have analysed the results of National Passenger Survey. The research gives us vital information about our customers’ opinions on our services.
From the analysis it could be seen that the recent priority issues are the lack of employees in direct service areas, parking place problems and physical conditions of our assets. Nearly 5 in 10 of our customers are not happy about the availability of our staff. Almost half of our customers are declaring that they have problems about finding a parking place. Approximately %50 of our customers is thinking that our facilities and services are insufficient. Slightly fewer than %40 of our customers is not satisfied from the physical conditions of our trains and stations.
The research showed that considerable percent of our customers are dissatisfied with these segments; facilities and services, availability of staff and car parking facilities. The second important issue is the physical conditions of our assets. There are several important factors which could have affected to the results; the problems on our new routes and the percentage of customers who were replied the survey (%35). It is important that the satisfaction level in peak times is slightly fewer than the off-peak times. The research also showed that our strategies on customer satisfaction were not so efficient last year. We still need to make improvement on our projects.
It is recommended that;
* Recruit more employees * Make agreements with local car parking companies * Create budget for restoration of buildings (stations and platforms) * Focus more on peak time services
1. Introduction
We have recently received the results of National Passenger Survey (Spring 2011) which has been applied by the independent research company ‘Passenger
AUTHOR: ONUR AYAN
DATE: 27/10/2011
TO: MANAGERS OF SOUTH WEST TRAINS
Summary
In this report we have analysed the results of National Passenger Survey. The research gives us vital information about our customers’ opinions on our services.
From the analysis it could be seen that the recent priority issues are the lack of employees in direct service areas, parking place problems and physical conditions of our assets. Nearly 5 in 10 of our customers are not happy about the availability of our staff. Almost half of our customers are declaring that they have problems about finding a parking place. Approximately %50 of our customers is thinking that our facilities and services are insufficient. Slightly fewer than %40 of our customers is not satisfied from the physical conditions of our trains and stations.
The research showed that considerable percent of our customers are dissatisfied with these segments; facilities and services, availability of staff and car parking facilities. The second important issue is the physical conditions of our assets. There are several important factors which could have affected to the results; the problems on our new routes and the percentage of customers who were replied the survey (%35). It is important that the satisfaction level in peak times is slightly fewer than the off-peak times. The research also showed that our strategies on customer satisfaction were not so efficient last year. We still need to make improvement on our projects.
It is recommended that;
* Recruit more employees * Make agreements with local car parking companies * Create budget for restoration of buildings (stations and platforms) * Focus more on peak time services
1. Introduction
We have recently received the results of National Passenger Survey (Spring 2011) which has been applied by the independent research company ‘Passenger
References: National Passenger Survey (2011), Passenger Focus, [online] Available: http://www.passengerfocus.org.uk/news-and-publications/document-search/ Pague H. and Pague N. (2010), Customer Satisfaction Surveys, [online] Available: http://www.b2binternational.com/publications/white-papers/customer-satisfaction-survey/