Customer satisfaction surveyPeriod 4 (23 June 2019- 20 July 2019)
CSS; Headlines
10,441 incoming messages
8,569 incoming conversations.
• Our Net promoter Score for Period 3 was 21 with 34% of our customers would recommend us to their friends and family.
• 54% of customers were satisfied with the overall on-board environment.
• 92% of customers were satisfied with their overall journey
• 72% of customers were satisfied with the overall station environment.
• 97.1% of customers who had already purchased tickets were satisfied with the overall ticket buying process
• 71% of customers were satisfied with how the delay they incurred was handled.
0%5%
10%15%20%25%30%35%40%45%
0 - - Leastlikely
1 2 3 4 5 6 7 8 9 10 - Verylikely
Likelihood of recommendation
0%
20%
40%
60%
80%
100%
120%
Station Environment On-board Environment Journey Ticket Buying
CSS Vs NRPS
CSS NRPS SPRING
CSS; Who completed the survey?
10,441 incoming messages
8,569 incoming conversations.
• 77% of customers surveyed were travelling for leisure.
• 32% of customers used Transport for Wales Rail Servicesmore than once a week
• 99% of customers preferred to complete their survey inthe English language.
99%
1%Preferred language
English/ Saesneg Welsh/ Gymraeg
62.0%
37.8%
Customers identified as...
Female Male
Leisure77%
Business11%
Commuting12%
Reason for travelling
0%
5%
10%
15%
20%
25%
7 days a week 5 days a week A few times aweek
Once a week Every month A few times ayear
Less often This is the onlytime
Frequency of Travel on TfWR
CSS; Ticket buying facilities and process
10,441 incoming messages
8,569 incoming conversations.
On average the Twitter team received 372
messages a day and 65%
of tweets were within 10 minutes.
Responses typically took 1
minute 30 seconds to compose and send.
97.1% of customers who had already purchased tickets were satisfied
with the overall ticket buying process
Satisfaction with ticket buying facilities in the Spring NRPS was 74%.
• The 3 most popular methods of purchasing a ticket were;
1. Ticket Office (44% +1% from P3 )
2. On-board (17% +3% from P3)
3. App (12% +2% from P3)
• Coming in 4th, 9% of customers had not purchased a ticket yet and in
5th, 8% used a TVM.
80.9%
16.3%
1.0% 1.0% 0.8%
Very satisfied Fairly satisfied Neither satisfied or
dissatisfied
Fairly dissatisfied Very dissatisfied
Satisfaction with ticket buying process
CSS; On-Board – Journey & Disruption
7% of customers incurred a
delay.
86% of this sample would
have been ineligible to
claim for delay
compensation.
0-15
minutes
86%
15-30
minutes
14%
How long was the disruption?'
No
56%
Yes
44%
Awareness of 'Delay-Repay'
Very satisfied
50%
Fairly
satisfied
21%
Neither
satisfied or
dissatisfied
29%
Satisfaction with handling of disruption
95% of customers were satisfied with their overall
7% of customers incurred a delay.
CSS; Station
10,441 incoming messages
8,569 incoming conversations.
On average the Twitter team received 372 messages a day and 65% of tweets were within 10 minutes.
Responses typically took 1 minute 30 seconds to compose and send.
49% were satisfied with toilet facilities
51% were satisfied with the choice of shops.
40% were satisfied with the car parking facilities.
72% of customers were satisfied with the overall station environment
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Ticket office orTicket VendingMachine (TVM)
CustomerInformation
Screens
Car park ing Wayfinding Station Upkeep ShelterFacilities
Cleanliness Toilet Facilities Availability ofStaff
Helpfulness ofStaff
Connectionswith otherforms oftransport
Security @Station
Step fromPlatform to
train
Availability ofseating
Choice ofShops
Station Environment
Very dissatisfied Fairly dissatisfied Neither satisfied or dissatisfied Fairly satisfied Very satisfied
29%
44%
22%
3%
2%
Overall Station Environment Satisfaction
Very satisfied
Fairly satisfied
Neither satisfied or dissatisfied
Fairly dissatisfied
Very dissatisfied
CSS; On-Board
10,441 incoming messages
8,569 incoming conversations.
On average the Twitter team received 372 messages a day and 65% of tweets were within 10 minutes.
Responses typically took 1 minute 30 seconds to compose and send.
39% were satisfied with the availability of Wi-Fi on-board
79% were satisfied with their own personal security on the train
32% were happy with the on-board toilet facilities.
54% of customers were satisfied with the overall on-board environment.
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Digitalinformation
Manualannouncements
Upkeep/ repairof train
Cleanliness Toilet facilities Availability ofstaff
Helpfulness ofstaff
Space forluggage
Security onboard Availability ofseating
Comfort ofseating
Reservations(seat)
On-boardcateringprovision
Availability ofWi-Fi
On-board Environment
Very dissatisfied Fairly dissatisfied Neither satisfied or dissatisfied Fairly satisfied Very satisfied
27%
29%
33%
10%
1%
Overall On-board Environment Satisfaction
Very satisfied
Fairly satisfied
Neither satisfied or dissatisfied
Fairly dissatisfied
Very dissatisfied
Thank you