Transperth Bus Operations

For the Transperth Bus PSM survey 2005, a total of 2,206 bus patrons were surveyed. The overall sample comprised of:

• Adults aged 18 years or over resident within the Perth bus contract region;
• Current users of Transperth bus services (excluding school students); and
• Bus patrons who travel on the bus at least once per fortnight.

The sample error estimates was within + or – 2% to 3% at 95% confidence level for Transperth Bus Operations.

The 2005 PSM survey shows that high customer satisfaction targets have been achieved.

Transperth Ferry Operations

For the Transperth Ferry PSM survey 2005, a total of 200 ferry patrons were surveyed. The overall sample comprised of:

• Adults aged 18 years or over;
• Patrons who were users of the Transperth Ferry services and used it more than once a fortnight for Perth residents and whilst visiting for non-resident visitors to Perth. School children were excluded from this sample.

The sample error estimates are within + or – 10% at 95% confidence level for Transperth Ferry services.

The 2005 PSM survey shows that high customer satisfaction targets have been achieved.

Country passenger and road coach services

An independent passenger satisfaction survey is undertaken for each service - Australind, Prospector, AvonLink and road coaches.

For the country passenger and road coach PSM survey for 2005, a total of 1,170 country services patrons were surveyed via a self-completion survey.

The sample error estimates are within + or – 3% to 5% at a 95% confidence level.

Overall passenger satisfaction remains very high at 87%, with 41% of passengers indicating they were “very satisfied” and a further 46% “satisfied”.

The 2005 PSM survey however shows that customer satisfaction has deteriorated compared to target attributable perhaps to delays in on-time running and difficulties in the commissioning of the new Prospector railcars.

5 Customer perception of safety

How safe customers feel on trains and buses and at stations is an important factor in deciding to use public transport. PTA is continuing to invest capital funds in security related infrastructure and has increased its security staff to ensure that customers can see the tangible measures being taken to increase their safety.

Customer perception of security is measured through data gathered in the Passenger Satisfaction Monitor (PSM) survey.The passenger satisfaction survey results provide an objective, unbiased view over time of patrons’ perception of security and distinguishes between on-train and on-bus and at stations, at night and during the day for the Transperth Train and Bus Operations.