[sustran] Re: Sustran-discuss Digest, Vol 10, Issue 19
Craig Townsend
townsend at central.murdoch.edu.au
Sat Jun 19 06:15:14 JST 2004
The Greater Vancouver Transport Authority (Translink) carries out System-Wide
Customer Satisfaction Research: reports online at
http://www.translink.bc.ca/Whats_New/Polls_and_Surveys.asp
Craig Townsend
Quoting tara.bartee at dot.state.fl.us:
>
>
>
>
> See the transit capacity and quality of service manual for good discussion
> of various potential measures of customer satisfaction.
> http://www.trb.org/news/blurb_detail.asp?id=2326 Chapter 3.
>
> Standards vary by location, but the measures remain the same. In March 60
> degrees Fahrenheit is a very warm day in Moscow, and quite cool in Lagos,
> but it is still 60 degrees Fahrenheit in both places.
>
> Tara Bartee
> Public Transit Office FDOT
> Voice 850-414-4520
> FAX 850-414-4508
> E-Mail tara.bartee at dot.state.fl.us
>
>
>
>
> sustran-discuss-r
> equest at list.jca.a
> pc.org To
> Sent by: sustran-discuss at list.jca.apc.org
> sustran-discuss-b cc
> ounces+tara.barte
> e=dot.state.fl.us Subject
> @list.jca.apc.org Sustran-discuss Digest, Vol 10,
> Issue 19
>
> 06/15/2004 11:01
> PM
>
>
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> Today's Topics:
>
> 1. Re: commuter satisfaction index (Puttanna S. Honaganahalli)
> 2. Re: commuter satisfaction index (Kisan Mehta)
> 3. Transport Demand Guidebook (Todd Alexander Litman)
>
> ----- Message from "Puttanna S. Honaganahalli" <psh at isec.ac.in> on Mon, 14
> Jun 2004 19:40:14 +0530 -----
>
> To: "Asia and the Pacific sustainable transport"
> <sustran-discuss at list.jca.apc.org>
>
> Subject [sustran] Re: commuter satisfaction index
> :
>
>
> Customer Satisfaction? What is satisfaction? To presume that the definition
> of satisfaction is going to be the same for all peoples in the world -
> Americans, Europeans, East Asians, South Asians etc., - will lead you to
> erroneous results. This mistake of copying foreign models and applying it
> to
> local situations has been repeated time and again. The history of third
> world development is replete with myriad examples of failure of foreign
> models.
>
> You need to find out from among your customers, i.e., your city bus riders,
> as to what gives them statisfaction, and from there will evolve the
> definition of Customer Satisfaction for Bangalore city. Once you have that
> down, coming up with an index to prioritize which attributes provides
> maximum satisfaction is the next step. You can pose this question, as well,
> to your public transport riders and they will provide you with the answers.
> Basically, you need to go out and talk to your city bus commuters and
> LISTEN
> CAREFULLY to what they have to say.
>
> Thanks
>
> Puttanna S. Honaganahalli Ph.D.
> Ecological Economics Unit
> Institute for Social and Economics Change (ISEC)
> Nagarabhavi, Bangalore 560 072
> India
>
> Phone: 91-80-2321-5468 x120
> Fax: 91-80-2321-7008
> ----- Original Message -----
> From: "Jain Alok" <ajain at kcrc.com>
> To: "'Asia and the Pacific sustainable transport'"
> <sustran-discuss at list.jca.apc.org>
> Sent: Tuesday, June 15, 2004 6:55 AM
> Subject: [sustran] Re: commuter satisfaction index
>
>
> > 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/
> > >
> >
> >
> >
> >
> >
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>
>
> ----- Message from "Kisan Mehta" <kisansbc at vsnl.com> on Tue, 15 Jun 2004
> 12:17:07 +0530 -----
>
> To: "NewMobilityCafe" <NewMobilityCafe at yahoogroups.com>, "Asia and the
> Pacific sustainable transport" <sustran-discuss at list.jca.apc.org>
>
> Subj [sustran] Re: commuter satisfaction index
> ect:
>
>
> Dear Colleagues,
>
> We have noticed that the commuter looks for a service that is safe, direct,
> affordable, quick between his origin and destination. To this must be
> added
> pollution free and not unhealthy.
>
> Travel in a suburban train or intercity train that provides to the commuter
> journey back and forth for reaching and returning from the work place, if
> crowded, certainly does not give satisfaction. So also the bus travel
> where other modes like personal car, heavy duty
> vehicles obsruct public bus carrying 30 to 50 -qsswngers is also not
> sarisfying.
>
> One more development that has come up without public noticing but the
> authorities and bus operators pursuing is diversion of public bus to a
> longer crowded route during road repairs while personal cars use the old
> direct road, construction of flyovers built at public cost for private
> vehicles, absence of pavements for pedestrians etc. Floyvers that come up
> on the plea that columns to put up the flyover would occupy only minimum
> space say 3-5 sq m on the existing road The public agency that builds
> hires the width on the existing road equivalent to the width of of the
> flyover for parking of vehicles significantly cutting fown the existing
> carriageway and delay the movement of public buses.
>
> Absence of pavements is a permanent accident hazard. Citizens including
> commuters are not satisfied from this predicament. The World Bank in its
> Project Appraisal Document while
> sanctioning the loan for the Mumbai Urban Transport Project has observed
> that Mumbai has amongst the highest road accident rate and pedestrians form
> 95% of the victims. Commuters
> are first and last pedestrians.
>
> We feel that a comprehensive questionnaire covering all direct and indirect
> aspects should prepared and citizens should be made aware of the same.
> Meetings and consultations should take place with the citizens to feel the
> cittizen responses on all issues that affect the services.
>
> Certainly we should not follow the set approach developed for human
> settlements in hte developed countries. Practically all settlemetns in
> the
> developing countries arte first of all suffering from shortages, over
> crowding and high priory for motorisation. Absence for citizen safety and
> satisfacftion are lacking in our policy makers and bureaucrats. This
> situation needs to be reversed. Best wishes.
>
> Kisan Mehta
> Tel: 00 91 22 2414 9688
> ==========================
>
> ---- Original Message -----
> From: "Puttanna S. Honaganahalli" <psh at isec.ac.in>
> To: "Asia and the Pacific sustainable transport"
> <sustran-discuss at list.jca.apc.org>
>
> Subject: commuter satisfaction index
>
>
> > Customer Satisfaction? What is satisfaction? To presume that the
> definition
> > of satisfaction is going to be the same for all peoples in the world -
> > Americans, Europeans, East Asians, South Asians etc., - will lead you to
> > erroneous results. This mistake of copying foreign models and applying it
> to
> > local situations has been repeated time and again. The history of third
> > world development is replete with myriad examples of failure of foreign
> > models.
> >
> > You need to find out from among your customers, i.e., your city bus
> riders,
> > as to what gives them statisfaction, and from there will evolve the
> > definition of Customer Satisfaction for Bangalore city. Once you have
> that
> > down, coming up with an index to prioritize which attributes provides
> > maximum satisfaction is the next step. You can pose this question, as
> well,
> > to your public transport riders and they will provide you with the
> answers.
> > Basically, you need to go out and talk to your city bus commuters and
> LISTEN
> > CAREFULLY to what they have to say.
> >
> > Thanks
> >
> > Puttanna S. Honaganahalli Ph.D.
> > Ecological Economics Unit
> > Institute for Social and Economics Change (ISEC)
> > Nagarabhavi, Bangalore 560 072
> > Phone: 91-80-2321-5468 x120
> > Fax: 91-80-2321-7008
> > ----- Original Message -----
> > From: "Jain Alok" <ajain at kcrc.com>
> > To: "'Asia and the Pacific sustainable transport'"
> > <sustran-discuss at list.jca.apc.org>
> > Sent: Tuesday, June 15, 2004 6:55 AM
> > Subject: [sustran] Re: commuter satisfaction index
> >
> > > 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
> cgaracteristics
> 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
>
>
>
> ----- Message from Todd Alexander Litman <litman at vtpi.org> on Tue, 15 Jun
> 2004 06:40:13 -0700 -----
>
> To: sustran-discuss at list.jca.apc.org
>
> Subject: [sustran] Transport Demand Guidebook
>
>
>
> Many of you may be interested in an important new comprehensive (246 page)
> Guidebook on public transport demand just released by the Transport
> Research Laboratory (an update of their 1980 "Black Book,"), which is now
> available free on the Internet. Although it focuses on UK experience, much
> of it is useful in other parts of the world.
>
> TRL, "The Demand for Public Transit: A Practical Guide," Transportation
> Research Laboratory, Report TRL 593 (www.trl.co.uk), 2004; available at
> www.demandforpublictransport.co.uk.
>
>
>
>
> Sincerely,
> Todd Litman, Director
> Victoria Transport Policy Institute
> "Efficiency - Equity - Clarity"
> 1250 Rudlin Street
> Victoria, BC, V8V 3R7, Canada
> Phone & Fax: 250-360-1560
> Email: litman at vtpi.org
> Website: http://www.vtpi.org
>
>
>
>
>
>
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