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2019 Customer Experience Bulletin

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2019 Customer Experience Bulletin 2019 LISTEN · ACT · RESOLVE · IMPROVE Customer Experience Bulletin August 2019 Customer experience journey Welcome to the Public Transport Ombudsman’s first annual bulletin on the customer experience of public transport in Victoria. We have used the information we received from people and groups over the past year to plot the customer experience journey. The customer experience journey is divided into six categories and depicted below. Over the following pages we take a look at the major issues and the pain points Journey1 that arose on the customer experience journey in the past financial year. planning and wayfinding TICKETS Buying2 and managing your ticket 3On your journey Complications4 and disruptions 5Claims, compensation and contact centre Community6 experience TEL: 1800 466 865 | EMAIL: [email protected] | PTOVIC.COM.AU LISTEN · ACT · RESOLVE · IMPROVE Journey1 planning and wayfinding TICKETS Buying2 and managing your ticket 3On your journey Complications4 and disruptions 5Claims, compensation and contact centre Community6 experience PUBLIC TRANSPORT OMBUDSMAN 2019 CUSTOMER EXPERIENCE BULLETIN LISTEN · ACT · RESOLVE · IMPROVE 01 Journey planning and wayfinding Planning and wayfinding are with the availability and People left the train after being how people navigate around consistency of information, advised by the train driver that public transport. They include with 73 complaints about trains did not appear to be going planning your journey online information on websites, apps anywhere, only to be ushered before you leave home, getting and available via social media. back onto the train by station information at stops, platforms staff. Trains began running We heard from passengers and onboard, reading timetables again shortly, however the Metro that different communication and using online information Notify app continued to say channels can provide and social media to stay that trains were suspended. inconsistent and even informed when things change. contradictory advice that In response to this experience Inadequate information impacts their ability to and others we have heard has a significant impact on plan and get around. about, we are exploring the the accessibility of public issue of inconsistent and transport – imagine seeing missing information through our “Listen for announcements” …imagine seeing systemic issues process and on the information screens at “Listen for announcements” will engage with public transport Flinders Street station when you on the information screens operators about improvements have a hearing impairment, or at Flinders Street station as part of that process. We knowing you have to be vigilant when you have a hearing encourage operators and PTV about the number of stations impairment… to continue to improve the you travel by train if you have consistency of information a vision impairment because provided across all channels We heard about a recent the onboard announcements to ensure accessibility for all. disruption on a metropolitan are not always in sync with train line that resulted in We conducted 34 investigations the correct station. contradictory advice via Twitter, into complaints about In the past year we received the Metro Notify app and information, timetables, 271 complaints, containing 298 announcements on board the websites and social media. issues, relating to information train and at a station platform. One third of the investigations about service delivery and Passengers were advised that were into V/Line’s timetables. A complaint can trains would not be running management of information contain more than one issue. and bus replacements had provided during disrupted been arranged, and at the and cancelled services. People who complained to same time that trains were us were generally dissatisfied about to start running again. TEL: 1800 466 865 | EMAIL: [email protected] | PTOVIC.COM.AU LISTEN · ACT · RESOLVE · IMPROVE omplaint issue types Issues Information Website/Social Media (73) total: Availability (93) 298 Timetables (92) Information Accuracy (40) ases by operator top 120 Public Transport Victoria 100 Metro trains 80 V/Line 60 Yarra Trams 40 Transdev 20 0 116 76 44 15 8 PUBLIC TRANSPORT OMBUDSMAN 2019 CUSTOMER EXPERIENCE BULLETIN LISTEN · ACT · RESOLVE · IMPROVE 02 Buying and managing your ticket Buying and managing tickets For example, one customer a systemic enquiry by our is the biggest driver of contacted us after he got a office, which includes the complaints in the customer refund with three months to advice people are given by journey. We received 1026 go on his yearly myki pass. PTV on their options. It may complaints containing 1381 He was told by PTV that he be that they qualify for a issues about ticketing in the should get a refund of around reimbursement due to special past year, mostly about myki. $100 and went ahead with circumstances, in which case Fifty two of those complaints the refund, but only received the amount they receive could were about paper tickets in $4. We found that although be higher than a refund. use on V/Line in regional Our initial view is that PTV has areas and SkyBus services. Our view is that PTV an interest in providing clear The main complaint issue needs to provide clear information to people who is refunds (417) followed by information to people wish to make a claim to ensure problems topping up myki who wish to make a claim they can make a decision (257) and people concerned to ensure they can make in their own best interests. about myki charges (157). Because the choice between a decision in their own a refund and reimbursement Myki refunds can be best interests. Because can be confusing, PTV’s complicated, and we hear the choice between a procedures should be from many people who are refund and reimbursement designed to promote the best confused by the process. We can be confusing, PTV’s outcomes for consumers. appreciate that one of the considerations for PTV is procedures should be Since February this year we making sure that everyone pays designed to promote the best have received 28 complaints the same for their travel, and outcomes for consumers. about mobile myki; a relatively people do not benefit financially small figure in the context of through buying and refunding the calculation was correct around 100,000 people using a pass. However because under the rules, he got wrong mobile myki on their phones. of the way a myki refund is advice from PTV. Ultimately We will continue to talk with calculated, it is not always in he would have been better off PTV about the customer someone’s best interests to keeping the myki pass, even if experience of myki refunds and get a refund when their travel he wasn’t travelling regularly. reimbursements and make sure circumstances change. The application of the refund systemic issues are addressed. calculation is the subject of TEL: 1800 466 865 | EMAIL: [email protected] | PTOVIC.COM.AU LISTEN · ACT · RESOLVE · IMPROVE omplaint issue types Refund/ Concessions & free travel (54) Reimbursement (417) Top Up (257) Vending Machine (51) Issues Charges (157) Lost/Stolen/Damaged (49) total: 1381 Account (80) Point of Sale (39) Terms & Conditions/ Mobile (28) VFTM (80) Replacement (68) Card Reader/Gate (24) Balance transfer (67) Dormant (10) Myki cases over five years 2000 No of cases No of issues 1500 1000 500 FY 2014/2015 FY 2015/2016 FY 2016/2017 FY 2017/2018 FY 2018/2019 PUBLIC TRANSPORT OMBUDSMAN 2019 CUSTOMER EXPERIENCE BULLETIN LISTEN · ACT · RESOLVE · IMPROVE 03 On your journey The on-journey experience 496 or 57% of all issues in this bus to the station. The bus drove includes all aspects of travel category relate to staff, and of straight past the bus stop at from the time of setting these, 392 issues specifically full speed before stopping 100 out until you reach your call out drivers, including a metres down the road. destination. This includes failure to pick up or set down The passenger told us that accessibility and comfort of passengers, safe driving and he did not feel safe walking trains, buses and trams as conduct more generally. alongside traffic to the stopped well as interactions with public bus, so he went home again and Transdev had the most transport staff along the way. got someone to drive him to driver related issues (100) the station. The bus company However, there are some followed by Yarra Trams confirmed that the bus did not notable exceptions. Issues (80) and Ventura (48). stop, and additional training was relating directly to disruptions provided to the driver, together and service delivery are being with ongoing monitoring, to reported separately in the Safety is a challenging area ensure it did not happen again. next stage “complications of complaints for operators and disruptions”. Authorised and PTV and we encourage People who complained to officer issues are closely us about driver safety and linked to public transport fines, more work on training dangerous driving lodged 31 so we are reporting on them and support for drivers. issues about Transdev, 29 at stage 5 of the journey in issues about Yarra Trams and “claims, compensation and 12 issues about Ventura Bus Driver complaints are usually contact centre” where we look Lines. Complaints are received about tram, bus and coach at issues relating to fines. from passengers travelling on drivers, who are more services as well as from road In the last year we received likely to have interactions users and other members of 724 complaints containing with passengers. the community who want to 872 issues relating to on- Yarra Trams had the most report dangerous conduct. journey experiences. issues related to failure to Safety is a challenging area People complained to us pick up or set down, with 24, of complaints for operators about the location and amenity followed by Transdev (20) and PTV and we encourage of stations and stops as and Ventura Bus Lines (18).
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