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Feedback and Engagement Report

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Feedback and Engagement Report Feedback and Engagement Report Quarter ended December 31, 2020 (Q3 Fiscal 2021) Feedback and Engagement Report Q3 Fiscal 2021 Executive Summary CUSTOMERS SERVED Q3 FISCAL 2021 EVENTS The two main drivers of events and issues during Q3 Fiscal 2021 were the new website, launched on September 22, 2020, and the continuing effects of COVID-19. 2.88 million customers travelled with BC Ferries in Q3 The new website gives customers greater control over their travel planning and lays Fiscal 2021, compared to 4.76 million in Q3 Fiscal 2020 the foundation for the introduction of new fare choices. Customers initially (39% reduction in passenger volume). experienced delays in email distribution, frustration with schedule format and expressed frustration with the schedule format and account log in process. System enhancements are continuing to be made to improve the online customer experience. CUSTOMER ENGAGEMENT On September 30, 2020 Transport Canada rescinded the temporary flexibility Q3 Fiscal Q3 Fiscal granted at the beginning of the pandemic allowing customers to remain in their 2020 2021 YOY Change vehicles on the enclosed vehicle decks. BC Ferries also received an exception to this regulation for select vessels travelling in sheltered waters between Horseshoe Bay and Langdale. This was made possible following alterations to the vessels that Comments Received 2,208 3,294 49% allow crews to keep the stern doors open during transit, when weather is calm. Phone Calls Received 3% 84,119 81,521 In mid-October, restrictions regarding the use of Assured Loading Tickets were lifted. Social Media (Inbound) 6,099 9,795 61% On November 24, 2020 BC's Minister of Public Safety and Solicitor General announced Ministerial Order M425, which states that masks must be worn in indoor 4,526 6,835 51% public places under the Emergency Program Act. This was following a similar recommendation the previous week from the Provincial Health Officer, and a BC Ferries requirement introduced on August 24, 2020. Following this announcement, 1,326 2,477 87% feedback from those opposed to wearing masks decreased significantly. 218 365 67% New travel restrictions introduced November 7, 2020 discouraged all but essential travel in and out of the Lower Mainland. The restrictions were expanded on 29 118 307% November 19, 2020 to include the entire province and were extended on December 7, 2020. Traffic, already lower than typical for that time of year, declined further in response to the restrictions. The average speed of call answer was 4.5 times COMMUNITY ENGAGEMENT* higher in Q3 Fiscal 2021 compared to Q3 Fiscal 2020. Several factors impacted call answer time, such as, the Provincial Health Officer’s extension of travel restrictions, weather cancellations impacting bookings, and having less seasonal staff available. 450 people participated in The average speed of call answer improved significantly from Q2 Fiscal 2021 and 78% community engagement activities, customer satisfaction levels remained high, despite the longer call wait times. compared to 2000 in Q3 Fiscal 2020. By December, vehicle traffic on our Vancouver Island – Mainland routes was down about 50 per cent and passenger traffic was down almost 70 per cent. In response to the reduction in demand, the usual level of holiday period sailings were not added. TREND HIGHLIGHTS (all comparisons made to Q3 Fiscal 2020) CUSTOMER SATISFACTION TRACKING TRENDS of passengers surveyed in November 0.01 point decrease in overall customer satisfaction score 2020 were satisfied with their overall 84% experience. (YOY Change: -2%) 12 point increase in Net Promoter Score™ Complaints/10,000 Passengers Stale Response Resolution CUSTOMER RELATIONS TRENDS 44% decrease in the number of positive comments 6.5 39% 26% decrease in response time average Year over year (YOY) change: % of customers who did not receive a Complaints are UP (Q3 Fiscal 2020: 3.0) response within Q3 target of 7 days OPERATIONS TRENDS 0.8% decrease in on-time vessels 0.1% increase in fleet reliability CUSTOMER SERVICE CENTRE (CSC) CALL TRENDS of customers were satisfied with their Call answer times were 4.5 times slower % CSC experience 90 1.1% increase in first call resolution * Number of participants is dependent on the number of active engagement projects in the communities. This varies throughout the fiscal year. 1 Customer Experience Dashboard Q3 Fiscal 2021 Quarterly Results Overall Customer Experience The Overall Customer Experience performance score is a single summary measure that is calculated using eight different measures* from four different information sources. A score of 100 means that BC Ferries’ performance this quarter is equivalent to the average performance over the previous four years (Fiscal 2017 - Fiscal 2020). A score lower than 100 i a lower than average performance and a score greater than 100 indicates that this quarter’s performance is better than average. ndicates Customer Satisfaction Intercept Surveys Operations Net Promoter Score 99 On-Time Performance 4 90.6% (NPS scores range from -100 to +100) 111 83 Average Customer Satisfaction Fleet Reliability Index* Tracking (CST) score 99.90% 4.06 (out of a possible 5) 89 117 Customer Relations (ResponseTek) Customer Service Centre Response Time Average Overall Q3 Fiscal 2021 Average Speed of Call Answer 5.86 days 111 Customer Experience 405 seconds 82 Percent Positive First Call Resolution 5% 89 93.2% 113 Current Performance Relative to Q3 Fiscal 2020 and Targets Average Customer Response Time Average Average Speed of Call First Call Resolution On-Time Performance Reliability Index Satisfaction Score Answer Target Target 4.12+ Target 99.55%+ 99.85% 99.90% out of 4.07 405 94%+ 5 4.06 93.2 Target 91%+ Target 92.2 91.3% 90.6% 7 days Target or less . 120 sec 12 1 5.9 or less 104 F2020 F2021 F2020 F2021 F2020 F2021 F2020 F2021 F2020 F2021 F2020 F2021 * Figure based on the agreed contracted service with the province of BC during the pandemic. Note: On-time performance and fleet reliability is based on all BC Ferries routes including Route 13 which is operated by an alternative service provider under contract to BC Ferries. 2 Customer Experience Dashboard Q3 Fiscal 2021 Methodology The Overall Customer Experience performance score is a composite measure that is calculated using eight individual measures from four different information sources. The Overall Customer Experience performance score is represented by the dial score (on the previous page). One of the primary advantages to using a composite measure is that it provides a comprehensive perspective of a quality, which in this case, is customer experience. Customer experience is multi-faceted. To attend to this dimensionality, a global measure must be used; one that is calculated using multiple measures that tap into different aspects of customer experience. BC Ferries senior staff, in consultation with R.A. Malatest & Associates Ltd. (Malatest), an independent research firm that is also working with BC Ferries on the CST Research Program, selected the following eight customer experience measures, which all contribute equally to a single (global) performance score: Information Source Measure Relative Weight Net Promoter Score 12.5% Customer Satisfaction Intercept Surveys Average Customer Satisfaction Score 12.5% On-Time Performance (OTP) 12.5% Operational Data Fleet Reliability Index 12.5% Response Time Average 12.5% Customer Relations (ResponseTek) Percent Positive Feedback 12.5% Average Speed of Call Answer (ASA) 12.5% Customer Service Centre First Call Resolution (FCR) 12.5% On-Time Performance (OTP): Percentage of sailings departing or arriving, as applicable, within 10 minutes of the scheduled time. Fleet Reliability Index: Percentage of sailings not cancelled due to controllable events. How is the Overall Customer Experience Performance Score Calculated? The measures that are used to build the composite measure include count data, 5-point likert style scales and percentage scores. To be able to achieve a single unified measure, each of the scores is standardized (using z-scores) and then converted to a 100-point scale. To limit the impact of extreme outliers on the overall performance score, z-score values are capped at +/- 3.0. An Overall Performance score of 100 means that BC Ferries’ performance is equivalent to average performance over the past four years. Scores greater than 100 signal an improvement in performance while lower than average performance is indicated by scores lower than 100. 3 Passenger Satisfaction throughout the BC Ferries Journey Data in this chart is based on customer satisfaction tracking (CST) scores for Q3 Fiscal 2020 and Q3 Fiscal 2021. Q3 Fiscal 2021 Website/Phone Service and Reserve Online are the two points on the customer journey with the largest decreases in satisfaction for Q3 YoY. Customer satisfaction related to the launch of the new website is the contributing factor to this decrease. 2020 Scores Q3 F2021 Actual Average CST Score 2019 Scores Q3 F2021 Target Average CST Score 4.38 4.36 4.17 4.18 4.18 4.13 4.14 Q3 F2021 Target Overall Customer Satisfaction 4.12+ 4.03* 4.08 4.11 4.09 4.00 Q3 F2021 Actual Overall Customer Satisfaction 4.06 4.08 4.09 3.93 3.95 4.02* 4.07 3.97 3.87 3.73 3.84 3.86 3.70 Website/ Reserve Pre- Check-in Wait Look of Terminal Loading Onboard Onboard Look of Unloading Phone Online Sailing Process Time at the Services Procedure Food Facilities & the Procedure Service Comms. Terminal Terminal Services Services Vessel The dotted line represents the “Overall Satisfaction Score” for November 2020 passengers. Looking at the whole journey, passenger “high points” include the check- in process (4.36), loading procedures (4.18) and unloading procedures (4.18). Passenger “low points” include onboard food services (3.73) and the ease of using online reservations (3.84). The pattern of highs and lows is similar to what was identified in November 2019, however, scores have decreased more significantly in 2020 for website/phone services and online reservations.
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