83% Customer Satisifaction Target for Auckland Transport Unaccpetable

As is really having the article placed on April 1


I will leave this for your interpretation given today is April. From the NZ Herald:

We can do even better, says AT

By Amelia Wade

Punctuality and reliability hitting targets but Super City’s transport bosses are aiming for more improvements.

Morning commuters stuck in Auckland’s rail system yesterday may find it hard to believe but the public transport network is generally reliable and punctual.

However, Auckland Transport accepts it can still improve on getting commuters to their destination reliably and on time.

That admission will be welcomed by users who endured long peak-time delays yesterday morning when a train broke down between Newmarket and Britomart stations – a crucial part of the network.

A passenger on the stalled train said it was stuck about 150m from the Newmarket station for about an hour.

That glitch aside, a report card created by the Herald for the city’s train, bus and ferry networks shows patronage, reliability and punctuality have all been improving over the past few years while customer satisfaction has remained steady at about 83 per cent, which is the agency’s target.

But passenger satisfaction with journeys on ferries has fallen from 90.5 per cent in December 2013 to 88.2 per cent last December.

The card uses information from Auckland Transport’s monthly transport indicators.

AT Metro head Mark Lambert said: “They [users] want to get to their destination on time and they don’t want to wait too long or rely on a timetable.”



“We’re pleased with the growth we’ve seen, but of course we want more,” Mr Lambert said.

Public Transport Users Association co-ordinator Jon Reeves said Auckland Transport needed to work on maintaining last month’s high patronage because the frustrations of the overloaded network meant people got “turned off”.

Regular fare rises also moved people away from public transport.

“Auckland Transport go out of their way to find reasons to increase pricing, when in the current economic environment, holding them steady or, shock horror, a decrease could happen given the economies of scale they are enjoying with the increased passenger numbers,” Mr Reeves said.

The data about on-time performance seemed unusual as the association got “endless contact” from its members that the Inner Link buses were delayed by up to 15 minutes.

Transport Blog’s Patrick Reynolds said AT was struggling to meet demand and the report card showed “our systems are too small and weak to cope with the growth”.

8am delays

DW @LikeTheBand
Train driver just told Newmarket passengers to get off at Grafton, then went to Newmarket anyway. Psych! @AklTransport

pkstowers @pkstowers
Broken train I’m on cannot release brakes so can’t be towed. No trains at Britomart for 45mins. Also problem on East line. @AklTransport


Source: http://www.nzherald.co.nz/nz/news/article.cfm?c_id=1&objectid=11614790


83% customer satisfaction? That means Auckland Transport believes nearly 1 in 5 customers being disgruntled using the public transport network is acceptable. I think not with the target being actually set to 95% instead. If the 95% customer satisfaction target can not be met penalties should start applying (set the Executive Managers and Board of Directors a split pay: base pay and performance bonuses in which those bonuses get docked if the target is not met).


That way bus lane roll outs and enforcement, proper contingency procedures for failure like yesterday (see: UPDATE: Lines Clear. @AklTransport Delivers World Class Customer Service Again /Sarc) and actual proper communication efforts would be top of mind and put in place faster than they are now.


So then April Fools? I rather think not!


Electric Train at Britomart Source: pic.twitter.com/vjQZfMUeex
Electric Train at Britomart
Source: pic.twitter.com/vjQZfMUeex


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