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[PR] Customer Satisfaction Survey - Dublin Bus

  • 05-04-2009 4:39am
    #1
    Victor
    Registered Users, Registered Users 2 Posts: 78,610 ✭✭✭✭


    http://www.dublinbus.ie/en/News-Centre/Travel-News/Customer-Satisfaction-Survey/
    Customer Satisfaction Survey
    Wednesday, April 01, 2009

    Dublin Bus is in a group of 11 world cities who are carrying out a survey of how passengers rate their bus service. The cities in the group are Barcelona, Brussels, Dublin, Lisbon, London, Madrid, Montréal, New York, Paris, Sydney and Vancouver.

    Please click the link below to take part in the survey.

    Customer Satisfaction Survey


Comments

  • #2
    dub_commuter
    Closed Accounts Posts: 419 ✭✭dub_commuter


    It's a great idea nobody can deny that, but it's flawed.

    EG: If I'm writing about my local route I get every day I give it a very high review, but as a whole I would give Dublin Bus a low one. What do I mark this on? If DB allowed you to name induvidual areas or routes it would make the feedback a hell of a lot more useful and make them able to fixx the things that need fixiing, even a comments box would help.

    By not allowing you to be specific, there could be false positives, false negatives, someone who has an experience of only very good routes will report this, and very bad routes report this, which upsets the balance. By allowing you to name your route it would be far more interesting and useful info which really allows them to fix the problems.

    For example 85% may vote for say very high for something whilst say 15% may vote for very low for quality of information, the 85% may be on a set of routes which is very good for this, whilst the 15% may be on routes with incorrect or inaccurate timetables, by naming the routes it allows DB to say, of all those voting poor for this question x amount are on route y, why might this be? As it is, everything is too generic and things will be missed.

    It's one thing to find out WHAT passengers thing of particular aspects of the service provided by them, but the key to fixing this is to find out WHY.


  • #3
    MiniD
    Closed Accounts Posts: 371 ✭✭MiniD


    dub_commuter wrote: »

    By not allowing you to be specific, there could be false positives, false negatives, someone who has an experience of only very good routes will report this, and very bad routes report this, which upsets the balance.

    Firstly, I would say this is a very basic survey. Considering it's being carried out in 11 cities across the world, it would be of no benefit to name individual routes. The cities are of different sizes, shapes and possibly have other modes of transport available. Just answer the questions with how you experience your daily bus use, not how you think other people use it. Either your experience is good, bad or you're in the middle. The survey provides enough scope to give a varied opinion.

    I think the 11 cities will come together at the end of the survey and point out that eg. Dublin has great accessibility, Sydney has good customer service etc. Then each city can guide the others on how to improve different areas.

    Dub Commuter, I think your idea is a good one, and it would be worth carrying out for Dublin Bus, I just don't think this particular survey lends itself to such specific questions.


  • #4
    shltter
    Closed Accounts Posts: 1,841 ✭✭✭shltter


    MiniD wrote: »
    Firstly, I would say this is a very basic survey. Considering it's being carried out in 11 cities across the world, it would be of no benefit to name individual routes. The cities are of different sizes, shapes and possibly have other modes of transport available. Just answer the questions with how you experience your daily bus use, not how you think other people use it. Either your experience is good, bad or you're in the middle. The survey provides enough scope to give a varied opinion.

    I think the 11 cities will come together at the end of the survey and point out that eg. Dublin has great accessibility, Sydney has good customer service etc. Then each city can guide the others on how to improve different areas.

    Dub Commuter, I think your idea is a good one, and it would be worth carrying out for Dublin Bus, I just don't think this particular survey lends itself to such specific questions.

    Honestly its a waste of time as the information is absolutely useless.

    The sample is not scientific its not random and the people carrying out the survey have no idea if the person is even a DB customer.

    The questions are biased in that the first response is the statistically most likely to be chosen and is Strongly agree not only that the questions are asked from a positive stand point. The bus service is usually reliable. etc



    All it is a cheap PR exercise if it comes back positive you can herald how great the service is if it comes back negative you can bury it from the public and perhaps use it to beat your staff up. Its a win win from a management point of view.


    I wonder how much DB are paying for this.


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