The monitoring of Customer Satisfaction Customer satisfaction survey of HCT BEST-survey Customer complaints

Customer satisfaction survey of HCT the monitoring began in 1995 the interwievs are made in vehicles responds per year, continuing process reporting four times per year 13 questions about quality and normal background info results

BEST-project (Benchmarking European Service of Public Transport) *Started in 2000 and continues International project with 9 european cities Helsinki, Stockholm, Oslo, Copenhagen, Vienna, Berlin, Prague, Barcelona, Geneve Several benchmarking groups *The same survey in every city every year telephone interwievs -28 attitude questions - 5 backgroud questions The survey shows what are our strengths and weaknesses and also which is the best european public transport city *Helsinki has been the best city 3 times

Helsinki Indices

There is correlation between the grades of customer satisfaction and the customer complaints The grade of drivers behavior decreased The grade of drivers behavior decreased The number of complaints about drivers increased The number of complaints about drivers increased Customer satisfaction surveyCustomer complaints

The customer complaints make it possible to find the causes of dissatisfaction

Data collection on traffic processes Number of passengers: - Buses: complete data from travel card system - Metro: continuous automatic passenger counting - Tram: manual and automatic passenger counting Journey times and delays: - Buses: data from travel card system - Metro: - - Tram: automatic measurement in two trams