16 September 2004

Survey Shows Most Passengers Happy with Public Transport

More than 80 per cent of people who use public transport in Auckland are happy with the service, according to a recent survey.

The Auckland University study, which questioned 4048 bus, ferry or train users, reveals the majority think passenger transport services are good, very good or excellent.

ARC Passenger Transport Committee Chair, Councillor Catherine Harland, says the results suggest the increased investment and visible improvements in public transport services and infrastructure across the network is starting to change perceptions.

“Overall users feel that there is good access to public transport in Auckland. Ferries are rated the highest for overall customer service, followed by buses and then trains.”

Ferry passengers are most happy with the reliability of their services, although they are least satisfied with ferry terminal facilities.

Bus passengers rated the standard of buses most highly and particularly the availability of seats. The survey indicates that increasing the frequency of bus services could make customers happier.

Rail customers were positive about new stations and the convenience of paying for fares aboard trains, although improving rail service reliability will further boost satisfaction.

Cr Harland says the results provide a valuable insight into customers on-the-ground experience of the public transport network and will help improve decision-making.

“The ARC currently contracts operators to run 68 per cent of the public transport trips in the region and these carry 51 per cent of the passengers. It is also leading several projects to improve public transport, most notably in rail. This study highlights areas where attention needs to be focused to continue enhancing the service for users.”

“The survey shows attitudes to using public transport are changing. More people are using it by choice rather than necessity and the majority are students, managers and those in professional jobs”, Cr Harland says. The customer satisfaction audit was carried out by Auckland University over three weeks in June 2004. 58% of the passengers surveyed were female 49% were under the age of 30

There are over 500 different bus routes in Auckland 2.3 million public transport vehicle trips are made each year 52.2 million trips were made on public transport in Auckland to the year end June 2004. 45.2 million by bus, 3.8 million by ferry and 3.2 million by train.

ENDS

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