NTA Mystery Shops Go Ahead - ODMA

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NTA Mystery ShopsGo Ahead - ODMAQuarter 1 202041300972

Outline of Presentation Background to Research Section 1: Customer Information Performance (CI) Section 2: Bus Equipment Performance - E.1 Section 3: Cleanliness Performance - C.1: Bus Cleanliness Section 4: Bus Driver Performance - D.1 Summary Appendix2

Background to ResearchThis research programme monitors service, quality and compliance with contractual Go Ahead requirements through“mystery shopping‟ surveys, to measure key aspects of service delivery. This mystery shopping programme wasdesigned to provide robust and actionable data to the National Transport Authority to measure the overall serviceperformance of Go Ahead through the eyes of its ‘customers’.88 mystery shops were conducted during Quarter 1 with mystery shoppers acting as passengers while waiting for andon board selected Go Ahead ODMA routes around Dublin. A broad spread of bus routes were covered acrossdifferent days of the week and times of the day in line with NTA guidelines.The mystery shops were carried out by trained Kantar Millward Brown interviewers based on the same approach usedfor Dublin Bus for the past few years. These interviewers use portable HAPI (HandHeld Personal Interviewing)devices which enable both discreet and effective captures of location, bus and driver details at stops, when boarding,on board and after alighting buses.Quarter 1 2020: 6th January – 15th March 2020We have used the following symbols to indicate significant differences versus previous quarter i.e. Qtr 4 September – December 2019Q43

Section 1:Customer Information Performance

Fares: Nearly all found the fares were displayed clearly at the entrance to the bus.Base: (88)Q1 2020Q26 Were the Fares Displayed Clearly at the Entrance?(86)%NTA NoteData analysis was amended totake into account of vehicleswithout a fare card holder.(2 records removed from originalnon compliance list)2YesNo98 Statistically significant differences versus Qtr 4 Sep - Dec 2019Q45Q26 Were the fares displayed clearly at the entrance?

Section 2:Bus Equipment Performance

When Getting on the Bus: Upon boarding the bus,nine out of ten reported seeing the centredoors opening for departing passengers. Over eight out of ten noted the centre doors opening when alightingthe bus.Base: (41), IF YES TO CENTRE DOORS Q39, (24), EXCLUDING BUSES WITH NO ALIGHTING PASSENGERS56% assessed buses with centre doorsQ1 2020**Q40 Did the Driver Open the Centre Doors?[When Mystery Passenger was boarding](24)*%Q70 Did the Driver Open the Centre Doors?[When Mystery Passenger was alighting](41)%1017YesYesNo8390No*Caution small base size Statistically significant differences versus Qtr 4 Sep - Dec 2019Q48Q40Q70When you were boarding the bus, did the driver open the centre doors for passengers who were getting off the bus ?Did the driver open the centre doors as you got off the bus?**Buses with no alighting passengers excluded,further details to be provided by NTA

On Board Displays/Announcements: Virtually all could seeworking electronic displays workingcorrectly. Over 9 in 10 found the next stop announcement was working correctly and volume was correct. Minimalmentions announcement being either too loud or too quiet.Base: (88), ALL WHO COULD SEE A DISPLAY / HEAR AN ANNOUNCEMENTQ1 2020Q59* Electronic Displays forNext Stop Working%Yes - was working correctly99Working but was not providing correct informationDisplay was turned off or not working1Q60* Automatic Next StopAnnouncement Working%Yes -working and volumewas correct88Yes - working but too loudYes - working but too quietNo - was not working135 Statistically significant differences versus Qtr 4 Sep - Dec 2019Q49Q59Q60Were the electronic displays on board indicating what the next stop was working correctly?Was there an automatic next stop audio announcement working on the bus?* Question rebased off those who could see a display / hearan announcement

Wheelchair Ramp/Lift: This was not requested this quarter on any journeys.Base: () If yes to WHEELCHAIR RAMP OR LIFT REQUEST Q90/1Q91 Wheelchair Ramp/Lift Activated Upon Request()%Q1 2020YesNo - driver stated it was brokenNo - person requesting was not a wheelchair userNo - driver refused to activate because unsafe to doso at the stopNo - driver stated no wheelchair ramp or lift presentNo - other reasonNo - no reason given Statistically significant differences versus Qtr 4 Sep - Dec 2019Q410Q91Was the wheel chair ramp or wheelchair lift activated upon request?

Route Number and Destination Visible:In the majority of cases both the routenumbers & destinations were clearly visible on the front of the bus. All saw the route number on theside and back of the bus.Q1 2020Base: (88)Q20 Route No. on Front%YesNot displayedCould not clearly seeQ22 Route No. on Side%99Correct route no. displayed1-Incorrect route no. displayedNo route no, displayedThere was no display panel for route no.Could not clearly seeNot displayedCould not clearly see100YesIncorrect route number shownNo route number shownCouldn’t see-- Statistically significant differences versus Qtr 4 Sep - Dec 2019Q411Q20Q21Could the correct route number be clearly seen on the front of the bus? ASK ALLCould the correct destination be clearly seen on the front of the bus?--Q66 Route No. on Back%Q21 Destination on Front%Yes100Q22Q66100-Could the correct route number be seen clearly on the side of the bus?Was the correct route number displayed on the back of the bus?

CCTV: All CCTV screens in the stairwells were turned on and functioning correctlyBase: (49), IF CCTV Camera PresentQ1 2020Q61 CCTV in Stairwell%Turned on and working correctlyTurned on, but was not working properlyTurned offNo CCTV display presentNo stairwell/single deck Statistically significant differences versus Qtr 4 Sep - Dec 2019Q412Q61Was there a CCTV screen in stairwell on the bus?100-

Fare Payment: Ticket machines and Leap card readers were found to be functioning correctly on all occasions. Of thosemystery shoppers who were paying in cash, all received a printed ticket or a receipt where appropriate, over 3 in 5 shoppers wereable to see what fare they were charged when boarding the bus.Q1 2020*Q32 Cash Fare (40)Ticket Machine Working Correctly%*Q34 Leap Card Reader Presentat Driver Working Correctly (25)%*Q37 Pole Mounted Leap CardReader Working Correctly (23)%001004YesYesNoNo100YesNo96*Q35 Leap Card Reader at DriverSee Fare Charged (25)*%Q33 Cash Fare*Given Printed Ticket/Change Receipt%Exact Change Not Exact Change(21)(19)Yes60Don’t know/Couldn’t tell4068Yes, printed ticketYes, printed ticketand change receiptGot handwritten ticketWas not given a ticket100--32--Machine was not working- Statistically significant differences versus Qtr 4 Sep - Dec 2019Q413Q32Q33Was the ticket machine working correctly for you?Were you given a printed ticket and change receipt?* Not applicable for KPI for Go Ahead OperatorsQ34Q35Q37Did the Leap Card reader at the driver appear to be working correctly?Could you see what fare were you charged?Did the pole mounted Leap Card reader appear to be working correctly?

Wifi – available on all journeys andable to connect in virtually all casesBase: (88)QW2 Able to connect to the network (88)%QW1 WiFi available on board the bus (88)%021YesNoYes10014QW1 Was there Bus Eireann WiFi available on board the bus?QW2 Were you able to connect to the Bus Eireann WiFi network?NoUnable to use97

Section 3:Cleanliness Performance

Assessment of Seats: Bus seats were found to be free of graffiti and damage on all occasions. Almost allfound that seats were clean, with just minimal mentions of dust or crumbs or ingrained gum or dirt.Base: (88)Q1 2020Q46 Graffiti on Seats%No SignsMinor graffiti or defacingHeavy defacingOffensive graffitiQ47 Cleanliness of Seats%Clean100--Significant dust or crumbsGum or other ingrained dirtWet or soiled9217- Statistically significant differences versus Qtr 4 Sep - Dec 2019Q416Q46Q47Q48How would you best describes graffiti or other defacing on seat cushions or seat structure?What best describes level of cleanliness of seat cushions?Were any bus seat cushions you observed damaged in any way?Q48 Damage to Seats%NoMinor tear, less than 2cm in lengthSignificant tearing greaterthan 2cm in lengthModerate damageHazardous damage includingloose from seat structure100--

Bus Interior: The majority found the bus interiors to be clean and free of graffiti or dirt. Around a quarter sawminimal levels of litter, and a small proportion of litter reported, with minimal levels of light dirt on panels, fixturesand fittingsQ1 2020Base: (88)Q52 Cleanliness of Floors and Stairs%Generally cleanDirt or liquid spillsDirt or liquid stains (dried)95No signsMinimal level of litterSome litterA lot of litter100Minor graffiti or etchingsHeavy graffiti or etchingsOffensive graffiti or etchingsQ55 Cleanliness of Panels,Ceilings and Other Fixtures/Fittings%5-Q53 Litter on Seats/Floor or Stairs*%*Litter freeQ54 Graffiti on Panels, Ceilings,Stairs and Other Fixtures/Fittings%69265-No signs of dirt88Light dirtModerately dirtyVery dirty85- Statistically significant differences versus Qtr 4 Sep - Dec 2019Q417Q52Q53What best describes level of cleanliness of floors and stairs?What best describes level of litter on seats, floors or stairs?Q54Q55What best describes level of graffiti or etchings on panels, ceilings, stairs andotherfixtures and fittings?What best describes level of cleanliness of panels, ceilings and other fixtures and fittings?

Bus Windows:No reports of graffiti on bus windows. Similarly no signs of etching. Over half claimthere are no signs of dirt, under 2 in 5 saw light dirt on the windows, with 2 in 10 reporting minimal mentionsof moderate dirt.Base: (88)Q1 2020Q49 Graffiti on Windows%No signsMinor graffitiHeavy graffitiOffensive graffiti100-Q50 Etching on Windows%No signsMinor etchingHeavy etchingOffensive etching Statistically significant differences versus Qtr 4 Sep - Dec 2019Q418Q49Q50Q51What best describes level of graffiti on windows?What best describes level of etching on windows?What best describes level of cleanliness of windows?Q51 Cleanliness of Windows%No signs of dirt60Light dirt14Moderately dirty205(76) Q4100--Very dirty(8) Q4(-) Q4

Front/Side of Bus: Over 7 out of 10 report thefront/side of the bus to be clean, a fall versus the last quarter,over 1 in 5 report levels of dirt picked up during operations of the day. Virtually no mentions of visible damage, if soonly light or minor paintwork or scratches . Over half report the rear is clean a significant drop versus quarter fourwith some increase in dirt picked up during the day’s operations.Base: (88)Q1 2020Q23 Cleanliness of Front/Side of Bus%Yes73Q24 Visible Damage toFront/Side of Bus%Yes(87) Q4No Visible DamageLight dirt, likely to have been pickedup during operations todayModerately dirtyVery dirty, likely to haveaccumulated over several days1881(-) Q4 Light paintwork scratches onlyQ23 Were the front and side of the bus clean?Q24 Was there visible damage to the front or side of the bus?Q69 Was the rear of the bus clean?Minor bodywork damage59(82) Q439(18) Q493Some dirt, likely to have beenpicked up during operation Statistically significant differences versus Qtr 4 Sep - Dec 2019Q419Q69 Was the Rearof Bus Clean?%52Heavy dirt, likely to haveaccumulated over morethan one day’s operationCouldn’t see20

Section 4:Bus Driver Performance

Driver Interaction: This quarter there were no disputes with drivers.Base: (), If yes to DRIVER DISPUTE Q103Q1 2020Q104 How did driver handle situation? ()%PoliteProfessionalFriendlyIndifferent or ignored passengerRude or sarcasticAbusive Statistically significant differences versus Qtr 4 Sep - Dec 2019Q421Q104How did the driver handle the situation?

Driver Assessment: Once again this quarter drivers are very highly regarded in terms of bothattitude and presentation. We see a significant decrease for those wearing uniforms versus Q4.Base: (88) Q1 2020Questions to DriverHow much is it to ?Can I pay with a note?Does this bus go to ?What time is the last bus this evening?Q27 HelpfulQ30 Driver Wearing Uniform(-) Q450YesYesNoNo95100(100) Q4Q28 PoliteQ31 Driver Well Presented01YesYesNoNo10099 Statistically significant differences versus Qtr 4 Sep - Dec 2019Q422Q27Q28Was the driver helpful in response to your question?Was the driver polite in response to your question?Q30Q31Was the driver wearing uniform?Was the driver well presented?

Bus Safety: The majority felt that drivers both braked and accelerated smoothly during their journey, some smallincidents reported of braking occasionally too harsh with minor discomfort. Almost all felt that passengers were givenenough time to find their seats or hold on and on the odd occasion moving off too early.Base: (88)Q1 2020Q75 Driver AcceleratedSmoothly*%Q76 Driver BrakingSmoothly*%Yes, felt comfortable92Yes, felt comfortable91Occasionally felt too harsh minor discomfortOccasionally felt too harsh - moderatediscomfortFrequently too harshFelt it was dangerous5Occasionally felt too harsh minor discomfortOccasionally felt too harshmoderate discomfortFrequently too harshFelt it was dangerous621- Statistically significant differences versus Qtr 4 Sep - Dec 2019Q423Q75Q76Q77Generally, did the bus driver accelerate smoothly?Did the bus driver brake and take corners smoothly?Did the driver give passengers adequate time to find their seats or hold on?3--Q77 Did the driver givepassengers adequate time to findtheir seats or hold on?%YesOccasionally movedoff too earlyFrequently moved off too earlyFelt it was dangerous973--

When Getting on the Bus: only one instance whenthe bus did not pull up to the footpath kerb when they boarded the bus, therewas no kerb at the stop. No instances reported of the bus not pulling up to the kerb when passengers were alighting the bus.Base: (1), IF NO TO PULL UP CLOSE TO KERB Q61/2, (0) IF NO TO PULL UP CLOSE TO KERB Q92/2Q1 2020Q38 Why did the bus notpull up to the footpath kerb (1) Boarding%Another vehicle was parked in the wayThere were other obstructions such asroad works at the stopNo footpath kerb was presentNo specific reason, there didn’t appear tobe any restrictionQ38Q72Other vehicles were parked in the way-There were other obstructions- Statistically significant differences versus Qtr 4 Sep - Dec 2019Q424Other bus was in the way--Why did the bus not pull up to the footpath kerb?Why did the bus not pull up to the kerb?Q72 Why did the bus not pullup to the kerb () Alighting%There was no kerb at my destination stopOther reason - Please record detailsNo specific reason, there didn’t appear tobe any restriction

Driver Actions: The driver always stopped when requested to do soBase: (88), ALL THOSE REQUESTED TO STOPQ1 2020Q84 Stopped to Pick Up Passenger%YesCould not always stop as bus was fullDid not always stop to pick up, and no evident reason for not stopping100- Statistically significant differences versus Qtr 4 Sep - Dec 2019Q426Q84So far as you could tell, did the driver always stop to pick up passengers when requested?* Question rebased off those whose bus was requested tostop

Driver Behaviour: Thisquarter there was an incidence of breaking red lights and perceived fast speed. Over9 in 10 saw no signs of drivers listening to the radio. Almost all saw no signs of drivers holding long conversationswith other passengers or staff.Base: (88)Q1 2020Q78 Did Bus Driver do Any of the Following:Use mobile phone while drivingQ79 Driver Listening to Music/Radio31No-95Wear an earpiece while driving-Drive the bus in a dangerous manner3YesCould notobserveQ80 Driver Hold Long ConversationsNone of these0019799 Statistically significant differences versus Qtr 4 Sep - Dec 2019Q427Q78Q79Q80Did the bus driver do any of the following while driving?Did the driver listen to music or the radio whilst driving?Did the driver hold long conversations with other people on the bus while driving?Yes withother staffYes withpassengersNoCould notobserve

Driver Actions: Just one instance of the bus being left unattended for a toilet/comfort break. Theengine was turned off in this instanceBase: (88)Q1 2020Q81 Driver Left Bus UnattendedYes - because of driver change-Yes - to go to shops-Yes - to go to toilet1Q83A Driver turn off the engine (1)0YesNoYes -some other reason - Pleaserecord details-Yes – don’t know the reason-No Statistically significant differences versus Qtr 4 Sep - Dec 2019Q428Q81Did the driver leave the bus unattended at any time?10099

Diversion or Terminated Early:One report of an early diversion or termination.Base: (88)Q1 2020Q87 Bus Diverted/Terminated Early1The driver was instructed to terminate and passengers to wait foranother bus which was coming. He left his cab and apologeticallytold every passenger that he had to terminate but he waited and wewaited in his bus about 12 minutes. I thought the driver handled itexcellentlyYesNoQ82 If Bus Diverted (1)Announce over PA99Shout out informationInform passengers in some other way (e.g. tourthe bus)Fail to inform passengers Statistically significant differences versus Qtr 4 Sep - Dec 2019Q429Q87Q88Q89Did bus terminate early or divert off course?Did driver Were passengers told the reason for early termination or diversion off course?100-

Q60 Was there an automatic next stop audio announcement working on the bus? . numbers & destinations were clearly visible on the front of the bus. All saw the route number on the side and back of the bus. 11 Statisticall

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