[sustran] Re: commuter satisfaction index

[Jain Alok]

Dear Vittal,

We measure Customer Satisfaction broadly in four categories:

- Station/Stop Services and Facilities
- Train/Bus service and facilities
- Staff attitude
- Price (value for money)

Each of these categories have further sub-attributes depending on
characteristics of individual system. Also CSI alone does not provide the
complete picture with respect to customer satisfaction. Satisfaction profile
is also important which tells the service planners where exactly to focus.

Alok
-----Original Message-----
From: Vittal Kumar A. [mailto:vittalkumar_a at yahoo.com]
Sent: Monday, June 14, 2004 9:08 PM
To: Asia and the Pacific sustainable transport
Subject: [sustran] commuter satisfaction index


Hi all,

At this juncture, I thought its opt to ask a question
on Commuter Satisfaction Index for a public transport.

Bangalore Metropolitan Transport Corporation (BMTC)
the local public transport corporation has set up a
task force by name 'Commuter Comfort Task Force'
(CCTF) aiming to evolve at what strategies and
measures to be adopted to enhance commuters
safisfaction.

I request discussion members, to give your inputs on
what forms the Customer satisfaction? is it frequency?
is it comfort while travelling? free flow of traffic?
pricing? courtesy? Any thoughts?

What recommendations to increase the customer/commuter
satisfaction index? (CSI)

regards,
Vittalkumar Dhage

--- "Jonathan E. D. Richmond" <richmond at alum.mit.edu>
wrote:
> 
> You will all doubtless be intrigued by the findings
> of a recent study by
> Dartmouth and Warwick funded by the US National
> Bureau of Economic
> Research. I just hope that this does not come to the
> attention of Thai
> politicians or we can expect to find facilities to
> satisfy the happiest
> activity offered on services that apparently
> currently make the public
> most unhappy! --Jonathan
> 
> 
> 
> >From The Times, June 12 2004
> 
> The survey finds that sex is the thing that makes us
> happiest, with the
> highly educated more likely to find ultimate
> pleasure from a roll in the
> hay than those with fewer academic qualifications.
> But while sex makes us
> smile, the survey finds that a daily commuter trip
> to work is what makes
> us most unhappy.
> 
> Sex is rated retrospectively as the activity that
> produces the single
> largest amount of happiness, the report states.
> Commuting to and from work
> produces the lowest levels of psychological
> wellbeing. These two
> activities come top and bottom, respectively, of a
> list of 19 activities.
> 
> 
> -----
> 
> Jonathan E. D. Richmond                             
>  02 524-5510 (office)
> Visiting Fellow                               Intl.:
> 662 524-5510
> Transportation Engineering program
> School of Civil Engineering, Room N260B             
>  02 524-8257 (home)
> Asian Institute of Technology                 Intl.:
> 662 524-8257
> PO Box 4
> Klong Luang, Pathumthani 12120                      
>  02 524-5509 (fax)
> Thailand                                      Intl: 
> 662 524-5509
> 
> e-mail: richmond at ait.ac.th               Secretary: 
> Ms. Nisarat Hansuksa
>         richmond at alum.mit.edu		              02
> 524-6051
> 					      Intl:  662 524-6051
> http://the-tech.mit.edu/~richmond/
> 



	
		
__________________________________
Do you Yahoo!?
Friends.  Fun.  Try the all-new Yahoo! Messenger.
http://messenger.yahoo.com/ 


This email and any attachment to it may contain confidential or proprietary
information that are intended solely for the person / entity to whom it was
originally addressed.  If you are not the intended recipient, any
disclosure, copying, distributing or any action taken or omitted to be taken
in reliance on it, is prohibited and may be unlawful. 
Internet communications cannot be guaranteed to be secure or error-free as
information could be intercepted, corrupted, lost, arrive late or contain
viruses.  The sender therefore does not accept liability for any errors or
omissions in the context of this message which arise as a result of
transmission over the Internet. 
No opinions contained herein shall be construed as being a formal disclosure
or commitment of the Kowloon-Canton Railway Corporation unless specifically
so stated.