NTA Mystery Shops Dublin Bus - National Transport

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NTA Mystery ShopsDublin BusQuarter 4 201741113903

Outline of Presentation Background to Research Section 1: Stop Maintenance Performance (SI) Section 2: Customer Information Performance (CI) Section 3: Bus Equipment Performance - E.1 Section 4: Cleanliness Performance - C.1: Bus Cleanliness Section 5: Bus Driver Performance - D.12

Background to ResearchThis research programme monitors service, quality and compliance with contractual Dublin Bus 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 Dublin Bus through the eyes of its ‘customers’.211 mystery shops were conducted during Quarter 4 2017 with mystery shoppers acting as passengers while waitingfor and on board selected Dublin Bus routes around the city. A broad spread of bus routes were covered acrossdifferent days of the week and times of the day.The mystery shops were carried out by trained Kantar Millward Brown interviewers, following an initial pilot and briefingsession. These interviewers use portable HAPI (HandHeld Personal Interviewing) devices which enable both discreetand effective captures of location, bus and driver details at stops, when boarding, on board and after alighting buses.Wave 9: Quarter 4 2017: 11th September – 23 Dec 2017We have used the following symbols to indicate significant differences versus: recent changes since previous quarter i.e.Qtr 3 June – Sept 2017 Q3 or year on year changes for same quarter last year i.e. Qtr 4 Nov – Dec 2016 Q43

Section 1:Stop Maintenance Performance

Advertising on Shelter of Bus Stop: Reports of additional commercial advertising being present on busshelters have significantly decreased both year on year and quarter on quarter, with no interviewers spotting any signsof additional commerical advertising this quarter. Similarly, almost all interviewers saw no signs of additionalcommerical advertising on bus stop poles.Base: (78), IF YES TO BUS SHELTER Q30/1, (160) IF YES TO BUS STOP POLE AND FLAG Q29Q4 201738% observed a BusShelterQ37** Additional CommercialAdvertising on Shelter Glass(78)(6) Q4%(5) Q3-78% observed a Bus Stop Pole& FlagQ38** Third Party CommercialAdvertising on Bus Stop Pole(160)%1YesYesNoNo100(95) Q399(94) Q4 Statistically significant differences are versus Qtr 4 Sep - Dec 2016Q4, Qtr 3 Jun - Sep 2017Q35Q37 Is there additional commercial advertising on the shelter glass outside the designated advertising or travel information and timetable panels? (Acceptableadvertising must be in a “Case” or Side Panel and not just pasted on shelter)Q38 Are there any third party commercial advertisements or notices (excluding graffiti, stickers, or bus operator related advertisements) on the operator’s bus pole?** Interviewer instructions havebeen updated in Qtr 2 2016therefore no YOY comparisonsmade

Bus Shelters: Just under 9 in 10 interviewers found the bus stop poles to be in goodcondition, rising to over 9 in 10 for bus shelters. No instances of hazardous damage werereported.Base: (78), IF YES TO BUS SHELTER Q30/1, (160) IF YES TO BUS STOP POLE AND FLAG Q29/1Q4 2017Q31 Condition ofthe Bus Shelter(78)%Q29b Condition ofthe Bus Pole(160)%Good conditionModerate damageScratches/graffitiHazardous damage requiring immediate repair87121-Good conditionModerate damageHazardous damage Statistically significant differences are versus Qtr 4 Sep - Dec 2016Q4, Qtr 3 Jun - Sep 2017Q36Q29bQ31What is the condition of the bus stop pole and flag?What is the condition of the bus shelter?955-

Timetable: Over 9 in 10 interviewers found the bus timetables to be fully legible & clean,a significant improvement year on year. There has also been a significant decline in thenumber of timetables obscured by dirt year on year.Base: (143), IF YES TO PRINTED TIMETABLE Q34/1Q4 2017Q35 Condition of Timetable(143)%94Fully legible and cleanObscured by dirt3Obscured by graffiti or stickers2Not mounted properly2Obscured by etchings/scratching1Torn/damaged1Obscured by condensation1(10) Q4 Statistically significant differences are versus Qtr 4 Sep - Dec 2016Q4, Qtr 3 Jun - Sep 2017Q37Q35 How would you describe the state of the timetable?(86) Q4

Section 2:Customer Information Performance

Fares: Nearly all interviewers found the fares were displayed clearly at the entrance to thebus; with no significant movements observedBase: (211)Q4 2017Q50 Were the Fares Displayed Clearly at the Entrance?(211)%5YesNo95 Statistically significant differences are versus Qtr 4 Sep - Dec 2016Q4, Qtr 3 Jun - Sep 2017Q39Q50 Were the fares displayed clearly at the entrance?

Timetable: Year on year, there has been a significant increase in the number of interviewers who saw abus stop number visible on the bus stop flag. There has also been a significant increase in the number ofinterviewers who couldn’t see an operative date present on the bus timetable versus last quarter.Base: IF YES TO BUS STOP POLE AND FLAG Q29/1 OR BUS SHELTER Q30/1, IF YES TO PRINTED TIMETABLE Q34/1Q4 2017Q32 Bus Stop Number Visible(205)%(6) Q4Q34 Printed Timetable Present(204)%Q36 Operative Date Present(143)%1Yes30NoYesNoNo(13) Q37099(94) Q4 Statistically significant differences are versus Qtr 4 Sep - Dec 2016Q4, Qtr 3 Jun - Sep 2017Q310Q32Q34Q36Yes9Is the bus stop number visible on the bus stop flag? This is an up to 4 digit numberIs there a printed timetable, for the route you are using, on display at the bus stopIs there an “Operative Date” (Dublin Bus) or “ Valid From” date written on the timetable? Interviewer note: can be very small print3160(76) Q3Present butcould not read

Section 3:Bus Equipment Performance

When Getting on the Bus: Upon boarding the bus, a third of interviewers reported seeing the centre doors opening, asignificant decrease versus last quarter, however the majority reported that there were no alighting passengers during theirjourney. Just over half noted the centre doors opening when alighting the bus, also significantly down versus Q3.Base: (124), IF YES TO CENTRE DOORS Q63Q4 201759% assessed buses with centre doorsQ64 Did the Driver Open the Centre Doors?[Boarding](124)%(45) Q3Yes-Q91 Centre Doors Open for Passengers[Alighting](124)%-Yes30No(42) Q45911(27) Q348There were noalightingpassengersThere was anobstruction Statistically significant differences are versus Qtr 4 Sep - Dec 2016Q4, Qtr 3 Jun - Sep 2017Q312Q64Q91When 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?52(72) Q3No

On Board Displays/Announcements: Over 9 in 10 interviewers saw the electronic next stop displays working correctly, while4 in 5 heard the next stop announcements working correctly. Year on year, there has been a significant increase in the number ofannouncements that were deemed to be too quiet.Base: (211)Q4 2017Q80 Electronic Displays forNext Stop Working%Yes - was working correctlyWorking but was not providing correct informationDisplay was turned off or not workingCould not see a display92124(10) Q4Q81 Automatic Next StopAnnouncement Working%Yes -working and volumewas correct82Yes - working but too loudYes - working but too quietNo - was not workingNone on the bus1241 Statistically significant differences are versus Qtr 4 Sep - Dec 2016Q4, Qtr 3 Jun - Sep 2017Q313Q80Q81Were 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?(7) Q4

Wheelchair Ramp/Lift: Of the 8 interviewers who saw a wheelchair ramp requested, 7 found thatit was activated upon request while 1 noted that it wasn’t due to there being another wheelchair passengeralready on board.Base: (8) If yes to WHEELCHAIR RAMP OR LIFT REQUEST Q105/1Q4 2017Q106 Wheelchair Ramp/Lift Activated Upon Request(8)%88YesNo - driver stated it was broken-No - person requesting was not a wheelchair user-No - driver refused to activate because unsafe to doso at the stop-No - driver stated no wheelchair ramp or lift present13No - other reasonNo - no reason given- Statistically significant differences are versus Qtr 4 Sep - Dec 2016Q4, Qtr 3 Jun - Sep 2017Q314Q106Was the wheel chair ramp or wheelchair lift activated upon request?Another wheelchairpassenger wasalready on board

Route Number and Destination Visible: Almost all interviewers found both the route numbers &destinations to be clearly visible on all sides of the bus, although there has been a significant decrease year on year inthe number of interviewers who saw the correct route number displayed on the back of the bus.Q4 2017Base: (211)Q43 Route No. on Front%YesNot displayedCould not clearly seeQ45 Route No. on Side%981Correct route no. displayedIncorrect route no. displayedNo route no, displayedThere was no display panel for route no.Could not clearly seeNot displayedCould not clearly see15Q43Q4499--Could 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?--Q87 Route No. on Back%Q44 Destination on Front%Yes100Q45Q87Yes95Incorrect route number shownNo route number shownCouldn’t see5(98) Q4(2) Q4Could 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? Statistically significantdifferences are versus * Qtr4 Sep - Dec 20164, Qtr 3Jun - Sep 2017Q3

CCTV: Just over 4 in 5 interviewers found the CCTV screens in the stairwells to be turned on andfunctioning correctly, a significant decrease versus last quarter. There has also been a significant increase inthe number of interviewers who saw no CCTV displays present versus Q3.Base: (124), IF YES TO CENTRE DOORS at Q63*Q4 2017Q82 CCTV in Stairwell%Turned on and working correctly84Turned on, but was not working properlyTurned offNo CCTV display presentNo stairwell/single deck2410- Statistically significant differences are versus Qtr 4 Sep - Dec 2016Q4, Qtr 3 Jun - Sep 2017Q316Q82Was there a CCTV screen in stairwell on the bus?(96) Q3(3) Q3* Filter added in Q3 2016

Fare Payment: Ticket machines and leap card readers were found to be present and functioning correctly by allinterviewers. Of those interviewers paying in cash, all were given a printed ticket or change receipt where appropriate,and over 3 in 5 Leap interviewers were able to see what fare they were charged as they boarded the bus.Q4 2017Q56 Cash Fare (88)Ticket Machine Working Correctly%Q58a Leap Card Reader Presentat Driver Working Correctly (85)%Q60a Pole Mounted Leap CardReader Working Correctly (38)%100YesNoNo37Yes, printed ticketand change receiptGot handwritten ticketWas not given a ticketYesNo100Q57a Cash Fare*Given Printed Ticket/Change Receipt%Exact Change Not Exact Change(53)(35)Yes, printed ticket-Yes100Q59a Leap Card Reader at DriverSee Fare Charged (85)*%* MulticodedQuestionYes66Don’t know/Couldn’t tellMachine was not working)34-Payment Methods were split as they werein were in Quarter 1 2016: 50% Cash Payments 25% Leap Card Reader at Driver 25% Pole Mounted Leap Card Reader10077---- Statistically significant differences are versus Qtr 4 Sep - Dec 2016Q4, Qtr 3 Jun - Sep 2017Q317Q56Q57aWas the ticket machine working correctly for you?Were you given a printed ticket and change receipt?Q58aQ59aQ60aDid 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?*Question amended in Q2 2016

Section 4:Cleanliness Performance

Assessment of Seats: Bus seats were found to be clean & well maintained on almost all occasions,although there have been significant increases year on year in reports of minor tearing on seats.Q4 2017Base: (211)Q69 Graffiti on Seats%No SignsMinor graffiti or defacingHeavy defacingOffensive graffiti981-Q70 Cleanliness of Seats%(100) Q4CleanSignificant dust or crumbsGum or other ingrained dirtWet or soiled9631- Statistically significant differences are versus Qtr 4 Sep - Dec 2016Q4, Qtr 3 Jun - Sep 2017Q319Q69Q70Q71How 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?Q71 Damage to Seats%No98Minor tear, less than 2cm in lengthSignificant tearing greaterthan 2cm in lengthModerate damageHazardous damage includingloose from seat structure2--(100) Q4(-) Q4

Bus Interior: There has been a significant decrease year on year in the number of busesthought to be generally clean inside. There has also been a significant increase in reports ofmoderate dirt on panels and other fixtures and fittings year on year.Q4 2017Base: (211)Q75 Cleanliness of Floors and Stairs%Generally clean82Dirt or liquid spillsDirt or liquid stains (dried)99(90) Q4Minimal level of litterSome litterA lot of litterNo signs99Minor graffiti or etchings1Heavy graffiti or etchings-Offensive graffiti or etchingsQ78 Cleanliness of Panels,Ceilings and Other Fixtures/Fittings%Q76 Litter on Seats/Floor or Stairs*%*Litter freeQ77 Graffiti on Panels, Ceilings,Stairs and Other Fixtures/Fittings%67No signs of dirt275-Light dirtModerately dirtyVery dirty78149-(2) Q4 Statistically significant differences are versus Qtr 4 Sep - Dec 2016Q4, Qtr 3 Jun - Sep 2017Q320Q75Q76What best describes level of cleanliness of floors and stairs?What best describes level of litter on seats, floors or stairs?Q77Q78What 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?*Question amended in Q22016

Bus Windows: Almost all interviewers reported no signs of graffiti or etchings on bus windows however there hasbeen a significant decrease versus last quarter in the number of interviewers reporting no signs of dirt on windows.There have also been significant increases in the number of interviewers reporting very dirty windows both quarter andquarter and year on year.Base: (211)Q4 2017Q72 Graffiti on Windows%No signsMinor graffitiHeavy graffitiOffensive graffiti982--Q73 Etching on Windows%No signsMinor etchingHeavy etchingOffensive etchingQ72Q73Q74What best describes level of graffiti on windows?What best describes level of etching on windows?What best describes level of cleanliness of windows?No signs of dirt61Light dirt25(73) Q3973-- Statistically significant differences are versus Qtr 4 Sep - Dec 2016Q4, Qtr 3 Jun - Sep 2017Q321Q74 Cleanliness of Windows%Moderately dirtyVery dirty94(0) Q4(0) Q3

Front/Side of Bus: Encouragingly, almost no interviewers reported any signs of visible damage to the front/side of the buses,a significant improvement versus last quarter. Year on year, there have been significant increases in interviewers observingclean fronts and sides of buses but significant declines quarter on quarter. There have also been significant increases ininterviewers observing some dirt or heavy dirt on the rear of buses versus last quarter.Base: (211)Q4 2017Q47 Cleanliness of Front/Side of Bus%Yes86Q48 Visible Damage toFront/Side of Bus%(78) Q4(92) Q3YesNo Visible DamageLight dirt, likely to have been pickedup during operations todayModerately dirtyVery dirty, likely to haveaccumulated over several days112-(21) Q4 Light paintwork scratches onlyMinor bodywork damageSerious damage to bodywork Statistically significant differences are versus Qtr 4 Sep - Dec 2016Q4, Qtr 3 Jun - Sep 2017Q322Q47 Were the front and side of the bus clean?Q48 Was there visible damage to the front or side of the bus?Q90 Was the rear of the bus clean?Q90 Was the Rearof Bus Clean?%99--67(83) Q324(15) Q363(0) Q3(95) Q3Some dirt, likely to have beenpicked up during operationHeavy dirt, likely to have(3) Q3 accumulated over morethan one day’s operationCouldn’t see

Section 5:Bus Driver Performance

Driver Assessment: Drivers remain very highly regarded by almost all interviewers interms of both attitude and presentation year on yearBase: (211)Q4 2017Questions 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? Q51 HelpfulQ54 Driver Wearing Uniform-1YesYesNoNo10099Q52 PoliteQ55 Driver Well Presented-2YesYesNoNo98100 Statistically significant differences are versus Qtr 4 Sep - Dec 2016Q4, Qtr 3 Jun - Sep 2017Q324Q51Q52Was the driver helpful in response to your question?Was the driver polite in response to your question?Q54Q55Was the driver wearing uniform?Was the driver well presented?

Bus Safety: The majority of interviewers felt that drivers both braked and accelerated smoothly during theirjourney, although reports of drivers occasionally braking too harshing has significantly increased year on year. Therehave also been significant increases in the number of drivers frequently moving off too early versus last quarter.Base: (211)Q4 2017Q94 Driver AcceleratedSmoothly*%Yes, felt comfortable91Occasionally felt too harsh minor discomfortOccasionally felt too harsh moderate discomfortFrequently too harshFelt it was dangerous81-Q95 Driver BrakingSmoothly*%Yes, felt comfortableOccasionally felt too harsh minor discomfortOccasionally felt too harshmoderate discomfort(4) Q4Frequently too harshFelt it was dangerous791442- Statistically significant differences are versus Qtr 4 Sep - Dec 2016Q4, Qtr 3 Jun - Sep 2017Q325Q94Q95Q96Generally, 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?(88) Q4Q96 Did the driver givepassengers adequate time to findtheir seats or hold on?%YesOccasionally movedoff too early(6) Q4Frequently moved off too earlyFelt it was dangerous90(95) Q382-(3) Q3*Question amended in Q2 2016

When Getting on the Bus: 5 interviewers found that the bus did not pull up to the footpath kerb when theyboarded the bus; 4 found that there was no apparent reason for the restriction while 1 found that another vehicle was parkedin the way. For the 1 interviewer who noted that the bus did not pull up to the kerb as they alighted the bus, they felt thatthere didn’t appear to be any specific reason as to why the bus couldn’t have pulled up fully to the kerb at the time.Base: (5), IF NO TO PULL UP CLOSE TO KERB Q61/2, (1) IF NO TO PULL UP CLOSE TO KERB Q92/2Q4 2017Q62 Why did the bus notpull up to the footpath kerb (5)%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 restrictionQ93 Why did the bus not pullup to the kerb (1) Alighting%20Q62Q93-Other vehicles were parked in the way--There were other obstructions--There was no kerb at my destination stop-80Other reason - Please record detailsNo specific reason, there didn’t appear tobe any restriction Statistically significant differences are versus Qtr 4 Sep - Dec 2016Q4, Qtr 3 Jun - Sep 2017Q326Other bus was in the wayWhy did the bus not pull up to the footpath kerb?Why did the bus not pull up to the kerb?100

Driver Actions: Interviewers found that buses always stopped to pick up passengerswhen signalled to do soBase: (211)Q4 2017Q102 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 stoppingWas not requested during this journey, other than at boarding stop95-4 Statistically significant differences are versus Qtr 4 Sep - Dec 2016Q4, Qtr 3 Jun - Sep 2017Q327Q102So far as you could tell, did the driver always stop to pick up passengers when requested?

Driver Behaviour: Positively, there were no reports of drivers engaging in any reckless behaviouragain this quarter. 4 in 5 interviewers saw no signs of drivers listening to music / radios while over 9 in 10saw no signs of drivers holding long conversations with any staff or other passengers.Base: (211)Q4 20174 14Q97 Did Bus Driver do Any of the Following:Use mobile phone while drivingQ98 Driver Listening to Music/RadioYes-82Wear an earpiece while driving-Drive the bus in a dangerous manner-NoQ99 Driver Hold Long ConversationsNone of these11-10097 Statistically significant differences are versus Qtr 4 Sep - Dec 2016Q4, Qtr 3 Jun - Sep 2017Q328Q97Q98QDid 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: Interviewers did not report any instances of drivers leaving busesunattended this quarterBase: (211)Q4 2017Q100 Driver Left Bus UnattendedYes - because of driver change-Yes - to go to shops-Yes - to go to toilet-Yes -some other reason - Pleaserecord details-Yes – don’t know the reason-No Statistically significant differences are versus Qtr 4 Sep - Dec 2016Q4, Qtr 3 Jun - Sep 2017Q329Q100Did the driver leave the bus unattended at any time?100

Diversion or Terminated Early: No interviewers experienced any early diversions orterminations this quarters.Base: (211)Q4 2017Q107 Bus Diverted/Terminated Early-YesNo100 Statistically significant differences are versus Qtr 4 Sep - Dec 2016Q4, Qtr 3 Jun - Sep 2017Q330Q107 Did bus terminate early or divert off course?Q108 Did driver Q109 Were passengers told the reason for early termination or diversion off course?

Q38 ?Are there any third party commercial advertisements or notices (excluding graffiti, stickers, or bus operator related advertisements) on the operator’s bus pole 5 Advertising on Shelter of Bus Stop: Reports of additional commercial advertising being present on bus

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