Annual Public Transport Customer Satisfaction Monitor

Annual Public Transport Customer Satisfaction Monitor

2011 - Results

This monitor has been carried out annually since 2003 by an independent market research company. It is a telephone survey of 750 people in the greater Wellington region, including Wellington City, Porirua, Kapiti, Hutt Valley and Wairarapa.

Public Transport Use

• 78% of Greater Wellington residents have used PT in the last three months. This is a statistically significant increase on 70% in 2010.

• 89% of residents have used PT in the last twelve months.

• Just 10% of residents have not used PT in the last twelve months

The primary reasons for making little or no use of PT are: access to own transport, perception of the service being inconvenient, car pooling to work and not travelling far.

Bus

• 67% of Greater Wellington residents have used a bus in the last three months (up from 51% in 2009 and 58% in 2010).

• The primary reasons for using the bus are: convenience, not having an alternative, difficulty getting car parks and value for money.

• Bus is the primary form of transport for 18% of residents.

• 67% of recent users are either satisfied or very satisfied with the bus services overall.

The highest levels of dissatisfaction are for:

• Comfort of shelters
• Fare cost
• Keeping users informed of disruptions.

 Satisfaction with the following factors has shown an upwards trend over the last four years:

• Safety on board 
• Safety at stops
• Quality of vehicles.

Satisfaction with fare cost is significantly down on 2010 and continues a downward trend.

Train

• 47% of Greater Wellington residents have used a train in the last three months, continuing an upward trend (38% in 2009 and 46% in 2010).
• The primary reasons for using the train are: convenience, value for money and speed of journey.
• Train is the primary form of transport for 10% of residents.
• 49% of recent users are either satisfied or very satisfied with the train service overall.
• Reliability
• Keeping users informed of disruptions
• Fare cost.
• 11% of respondents had been on a Matangi Train.

Ferry

• 6% of Greater Wellington residents have used the ferry in the last three months.
• The primary reasons for using the ferry are: because they like it, as an outing and to be socially responsible.
• The ferry is the primary form of transport for 2 of the residents surveyed.

80% of recent users are either satisfied or very satisfied with the ferry service overall.

 The highest levels of dissatisfaction are for:

• Quality of waiting facilities
• Cost of journeys.

Connectivity

• 84% of Greater Wellington residents believe it is easy (somewhat to extremely easy) to make a journey using PT where they live.
• 56% of Greater Wellington residents believe it is easy (somewhat to extremely easy) to make a journey across Wellington using PT.
• The primary difficulty of making a single journey using more than one PT services is perceived to be: timing between connections.
• Of those who have used PT in the last three months 42% have made a journey in the last three months, using a combination of PT services for a single journey.

Information

• 86% of Greater Wellington residents believe it would be easy (somewhat to extremely easy) to get information about PT if they needed it.
• The most likely source of information about public transport is the Metlink website.
• 34% of residents have used the telephone to get information about PT services. 
• Satisfaction with the services is high and has not changed significantly since 2010.

Full versions 

Public Transport Customer Satisfaction Monitor 2011

Public Transport Customer Satisfaction Monitor 2010

Public Transport Customer Satisfaction Monitor 2009

Public Transport Customer Satisfaction Monitor 2008