Thursday, March 24, 2016

Survey Says: TransLink's Q4 Customer Service Performance

TransLink recently released the results of its 2015 fourth quarter customer service performance survey. The survey was conducted by Ipsos Reid.

Survey participants were asked how they feel about the overall bus service provided by TransLink. As you can see in the following chart, overall bus performance scores have been fairly consistent over the past three years.

Bus Overall Service Quality Measures. Select chart to enlarge.

There are some regional differences though. Over the past three years, the overall performance score for bus service that originates out of West Vancouver (WVT) and North Vancouver (NVT) has slightly decreased. The overall performance score for bus service based out of Vancouver (VTC) and Surrey (STC) has slightly improved.

When it comes to rail transit, survey participants rated the overall service quality of the Canada Line 10 points higher than the Expo and Millennium Lines. The overall service quality has been consistent over the last three years.

SkyTrain Overall Service Quality Measures. Select chart to enlarge.

TransLink made the Compass Card available to all transit users in Q4 of last year. Ipsos Reid asked survey participants how they were paying transit fares. TransLink has now discontinued all legacy fare products, so the vast majority of transit riders will have to migrate to using the Compass Card. It will be interesting to see if the amount of people that pay will cash (red), which is still a valid form of payment, will shrink in Q1 and Q2 of this year. It would be useful to know the breakdown of people paying with cash on the bus as compared to at SkyTrain and SeaBus stations, as bus transfers no longer work on SkyTrain or SeaBus.

Fare Payment Methods. Select chart to enlarge.

The final survey result I wanted to highlight looks at the reasons why people take transit. The cost and provisioning of parking plays a significant role in determining transit usage.

Reasons for Taking Transit Rather than Another Mode. Select chart to enlarge.

The full survey results can be downloaded from TransLink’s website.

1 comment:

Brendan Dawe said...

Sounds like they should raise the parking levy