Traveller satisfaction improves as V/Line works on reliability

CUSTOMER satisfaction on V/Line trains has improved, however it still sits far below figures achieved in 2006. 

The Public Transport Victoria results show 86 per cent of customers are satisfied and covers the services between October and December.

These results are attributed to all V/Line train services, not just the Ballarat line. 

This is an increase from previous figures of 84 per cent in the two quarters prior to this result. The figure sat as high as 92 per cent in 2006. 

However, Public Transport Minister Terry Mulder said services had improved during 2013, which were reflected in the satisfaction figures. 

The figures hit lows of 81 and 82 per cent during 2012. 

“The Coalition Government has invested in 40 new VLocity carriages for V/Line and the Regional Rail Link will provide greater reliability for Ballarat customers by separating regional and metropolitan trains on the approach to Melbourne,” he said. 

“I always want to see V/Line and other operators continually improve. 

“V/Line currently has the highest satisfaction of all public transport operators. It has maintained a high level of customer satisfaction over a period of sustained patronage growth.”

Mr Mulder said some of the primary drivers of the satisfaction figures were the journey time, punctuality and frequency.

Ballarat West MP Sharon Knight hit out at the figures saying she didn’t hear from too many satisfied V/Line customers 

“Commuters are frustrated and fed up,” she said.

“The default feeling is ‘oh I am going to be late again.’

“People are stressed before they leave home because they don’t even know if they will arrive on time.”

The Courier has previously reported on the timetable time increases which have plagued the Ballarat line. 

The scheduled train times have increased from 61 minutes in 2006 to 73 minutes currently for the popular 9am arrival in Melbourne.

FILE PIC: Customer satisfaction on V/Line trains is improving, but is yet to hit its target.

FILE PIC: Customer satisfaction on V/Line trains is improving, but is yet to hit its target.


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