Passenger Satisfaction Monitor

On an annual basis, The Western Australian Department of Transport commissions an independent survey of Transperth passenger's and satisfaction levels using face to face interviews conducted by interviewers who travel on the buses concerned.

In the executive summary of the Transperth Passenger Satisfaction Monitor 2004 Bus Operations TSN made the following comments...

The overall satisfaction score for Swan Transit was 88% - significantly higher than the result for the total sample. In 2004, a significant increase in satisfaction was noted in the Southern River/Armadale and Kalamunda regions. A total of 6% of patrons indicated they were dissatisfied in 2004 - a result significantly lower than the result for the total sample. Both the Southern River/Armadale and Canning regions recorded significantly lower dissatisfaction levels overall. Canning was the strongest performing region overall.

On an operator comparative basis, two significant differences exist. Southern Coast Transit recorded significantly higher overall dissatsifaction, while Swan Transit reported a significantly higher satisfaction result overall. Both of these operators saw significant changes from 2003 figures - Swan Transit significantly improved their satisfaction results while Southern Coast Transit saw a significant increase in user dissatisfaction results.

Significantly higher levels of 'excellent / good value' ratings were recorded within the Canning region (79%).

Special mention should be made of Kalamunda. This region has significantly improved its satisfaction rating in this area from 61% (the lowest in 2003) to 81% in 2004.

The overall satisfaction score with the last trip made at their usual time for Swan Transit was 94%, with 1% of patrons indicating they were dissatisfied.

An examination of the survey shows Swan Transit also scored highest in the following areas:

Overall Satisfaction with last trip at usual time (96%)
Access to ticket purchasing facilities (97%)
Operation of Multrider cancelling machine (100%)
Drivers knowledge of routes and stops. (99%)
Drivers handling of the bus. (97%)
Drivers manner towards passengers (95%)
Length of time taken to complete the trip (95%)
Punctuality of the bus (94%)