Customer Satisfaction Latest Research
Tracking customer satisfaction amongst TOCs and FOCs. Operator management and train drivers engaged in self-completion survey (either by post or on-line) to monitor progress since a benchmark study.
Customer Satisfaction Research South West Trains. A combined qualitative and quantitative approach to ascertain what the key drivers are of customer satisfaction, how these vary by customer segments and identify what improvements need to be made by SWT in order to increase customer satisfaction within budgetary constraints.
Online interviews with South West Train website users with regards to use of and satisfaction with the website. The data from this fed into a qualitative website usability study prior to the launch of the new website.
Customer Satisfaction Tracking Research Northern Ireland Railways / Translink and Iranrod Eireann. A three year programme tracking passenger perceptions and expectations of the cross-border Enterprise Service. The results from this programme; comprising qualitative research, quantitative face-to-face research conducted on-board, and mystery shopping evaluations is published twice a year under the Passenger's Charter.
Research among 700 HGV and PSV operators to set up a benchmark for satisfaction across DVO and for VI / TAN service areas, in the run up to the formal introduction of VOSA (Vehicle Operator Services Agency).
Qualitative and quantitative research to understand what factors are important to drivers, fitters and presenters, measuring performance, setting targets and identifying areas for management attention in order to deliver improvements in customer service.
A large-scale survey among private motorists to gauge the perceptions of and satisfaction with DVO service delivery and road attitudes and how the two relate.
A large-scale survey to understand how learners drivers and motorcycle riders are using their services, and the level to which they are satisfied with service provision.
A qualitative and quantitative survey among recent customers of the MOT test to understand how the MOT is viewed and to provide benchmarks of customer satisfaction with the procedures involved.