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

2. Customer satisfaction survey of HCT the monitoring began in 1995 the interwievs are made in vehicles 11000 responds per year, continuing process reporting four times per year 13 questions about quality and normal background info results

8. 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 -1000 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

11. Helsinki Indices 2007 20072006200520042003 7981767880 66676567 6472757370 4857525049 5759565760 7172 73 63 64 65 8682818283 4950484459 787576 79

13. 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

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

15. 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