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HomeMy WebLinkAboutGalavan Survey Report Customer Satisfaction Survey December 2013 2 Table of Contents Introduction .................................................................................................................................................. 3 Methodology ................................................................................................................................................. 4 Demographics ............................................................................................................................................... 5 Executive Summary ....................................................................................................................................... 6 Rating by Individual Question ....................................................................................................................... 7 3 Introduction Customer satisfaction surveys are used to gain a more solid understanding of general satisfaction with services provided and identify where the organization can improve. Gauging this satisfaction is important for many reasons. Loyal customers provide positive word-of-mouth marketing that is cost- effective and free. Although Galavan provides a fare-free service, this provides a future for the service due to guaranteed ridership and further sponsorship and donated support. This survey will now be an annual occurrence. This will provide a baseline for comparison in future years. Improvement and growth can be tracked numerically and potential problem areas can be identified. It is important to keep in mind that this survey is a compilation of perceptions and feelings, not necessarily proven fact. This survey was created so that it would be anonymous to the point that the customers did not have to identify themselves individually in their responses. There was a space where written comments could be made that may have provided additional feedback with identifying information. This format allowed customers to disclose true feelings and should provide for more accurate feedback. Remember, the purpose of the survey is to discern the opinions and feelings of customers. This survey provides a basis for how to improve. It is not a guide for how to get better; it merely states how customers are feeling about certain aspects of their experience. The numerical and written survey data must be combined and cross-referenced to see the bigger picture. Thoroughly analyze the data and look for underlying factors and causes for the data presented. This information should help identify which areas need improvement and give priorities for actions by management. The ultimate purpose of utilizing a customer service survey is to improve the customer experience. 4 Methodology The customer satisfaction survey was developed in the Human Resource Department with input from management. Topics included in the survey are: Telephone service – both answered calls and recorded messages Scheduler and driver attitudes Timeliness of pick-ups and drop-offs Amount of time spent on bus Receiving assistance as necessary Safety Comfort when speaking about concerns and having those concerns addressed The survey was mailed to every Galavan customer from the past year. Enclosed was a self-addressed, stamped envelope, so that customers could easily return their responses without cost. After six weeks, follow-up phone calls were made to see if each person who wanted to respond had been given the opportunity. Additional copies of the survey were sent if necessary. Some responses were taken over the phone. A total of 135 responses were received. Customers were asked to rate questions ranging from “strongly agree” to “strongly disagree”. Ratings were then coded into values: Strongly agree = 5 Agree = 4 Disagree = 2 Strongly Disagree = 1 Questions left blank or receiving “No Response” were not given values. Numerical averages were calculated and converted back into a qualitative response. 5 Demographics Overall Participation The majority of persons responding to the Galavan survey ride once or twice a week (38.8%) or a few times a month (26.1%). The remaining groups ride more often or less often and are at opposite ends of the range. 12.7% ride 3+ times a week. 14.9% ride a few times a year. Ten people left this question blank (7.5%). Most customers have been riding Galavan from 1-4 years (44.8%), with the remainder evenly split between 5-9 years (20.1%) and 10+ years (19.4%). Only 7.5% have been riding less than a year. 8.2% left this question blank. Although a third of the customers responded that they had ridden the Streamline (43.3%), most had only ridden it a few times. 52.2% have not ridden Streamline at all. It doesn’t seem to work very well for the frail and elderly, who feel they receive little to no consideration from the drivers. Twice as many women as men responded to the survey. (64.2% vs. 32.1%) Almost half of the responding customers are 76+ in age (38.1%). Most in the other half are evenly divided between ages 36-55 (17.2%) and 56-65 (18.7%). A small portion are 35 and under (13.4%) or are in the 66-75 age bracket (9.7%). 3.0% did not respond to this question. Half the customers responded that they are Retired (47.4%), with the other half mostly comprising an even mix of customers describing themselves as being either Unable to Work (24.1%) or as being Part-Time Employed (18.0%). A very small minority categorized themselves as being either Unemployed (3.8%) or as Full-time Employed (1.5%). 3.0% left this question blank, and 2.3% indicated No Response. Participated 56% Did Not Participate 44% Participation Rate 6 Executive Summary Customers are generally satisfied with the service provided by Galavan, but there are a few areas that could use improvement. The overall satisfaction rate is 92.7%. The average score of all questions is 93.9%, fairly close to overall satisfaction. Responses were generally favorable and appreciative of Galavan. Many riders said they count on the service for their independence. They really like the dispatch office staff and most of the drivers. Some get rave reviews. (Only a few rude drivers were noted, who talk on the phone too much or discuss religion and politics.) Satisfaction is calculated by assessing the percentage of those who responded “strongly agree” or “agree” to the statements presented. If that number is over 70%, it is said that customers are satisfied. Meeting this percentage rating is only one of a few pieces of data to be evaluated. To find out where improvement can be made, it is necessary to look at each category and statement individually. Assuming the 70% benchmark, the satisfaction rate of 93.9% indicates that customers are satisfied in the areas touched upon in the survey questions. The rankings given in response to the statements are often also mentioned in the written comments, substantiating that conclusion. The common concerns or areas of improvement were in: Ride reservations required too far in advance Promptness of van arrival time not dependable Overall Satisfaction Ratings Category Rating of Satisfaction The phone is answered promptly when I call. 92.4% If I must leave a message, I get a return phone call in a timely manner. 93.9% The scheduler is friendly and courteous. 99.2% I am picked up and returned in a timely manner. 81.5% I am comfortable with the amount of time I spend on the bus traveling in between being picked up and dropped off. 96.2% The drivers are friendly and courteous. 97.0% I receive the necessary level of assistance from the driver. 97.0% I feel safe when riding Galavan. 99.3% I am comfortable talking to my driver about any concerns I have with Galavan. 93.1% I am confident that concerns I have shared will be addressed. 90.2% Overall, I am satisfied with the service I receive from Galavan. 92.7% 7 Rating by Individual Question 1. The phone is answered promptly when I call. Most customers agree with this statement. The average score was 4.34 which is “agree”. There is a 92.4% satisfaction rate, with a fairly equal split between “agree” and “strongly agree”. 131 customers responded to this question. Some riders wish dispatch would call when the van is going to be late. They worry about missed medical appointments and being late to work. 131 customers responded to this question. Strongly Agree 65 49.6% Agree 56 42.7% Disagree 9 6.9% Strongly Disagree 1 0.8% Total 131 0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0% Strongly Disagree Disagree Agree Strongly Agree 8 2. If I must leave a message, I get a return phone call in a timely manner. Most customers agree with this statement. The average score was 4.28, which is “agree”. There is a 93.9% satisfaction rate, with a majority indicating they “agree” but not “strongly agree”. 115 customers responded to this question. Strongly Agree 47 40.9% Agree 61 53.0% Disagree 6 5.2% Strongly Disagree 1 0.9% Total 115 0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0% Strongly Disagree Disagree Agree Strongly Agree 9 3. The scheduler is friendly and courteous. Virtually all customers agree with this statement. The average score was 4.67, which is “agree”. There is a 99.2% satisfaction rate, where most “strongly agree”. Dispatch office receives many favorable comments from customers. 126 customers responded to this question. Strongly Agree 86 68.3% Agree 39 31.0% Disagree 1 0.8% Strongly Disagree 0 0.0% Total 126 0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0% 70.0% Strongly Disagree Disagree Agree Strongly Agree 10 4. I am picked up and returned in a timely manner. A majority of customers agree with this statement, with some notable exceptions. The average score was 3.95, which is somewhat lower than other questions. There is an 81.5% satisfaction rate, with more riders indicating they “agree” than “strongly agree”. Those who comment negatively focus on the long wait time to schedule a ride and/or the lack of promptness in van arrival time. This is especially true of riders with medical appointments and jobs. There is a feeling that calls should be prioritized by order of urgency and that there should be notification when the van will be late. 130 customers responded to this question. Strongly Agree 48 36.9% Agree 58 44.6% Disagree 17 13.1% Strongly Disagree 7 5.4% Total 130 0.0% 10.0% 20.0% 30.0% 40.0% 50.0% Strongly Disagree Disagree Agree Strongly Agree 11 5. I am comfortable with the amount of time I spend on the bus traveling in between being picked up and dropped off. Most customers agree with this statement. The average score was 4.29, which is “agree”. Only one customer complained about the van being cold and taking too long for a short trip. There is a 96.2% satisfaction rate, with far more indicating they “agree” than “strongly agree”. 133 customers responded to this question. Strongly Agree 49 36.8% Agree 79 59.4% Disagree 5 3.8% Strongly Disagree 0 0.0% Total 133 0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0% Strongly Disagree Disagree Agree Strongly Agree 12 6. The drivers are friendly and courteous. The customers agree with this statement for the most part and are enthusiastic about the drivers. There were exceptions, however. Several customers took offense at drivers who chat about religion and/or politics or who talk excessively on their cell phones. Rude drivers, though, seem to be a thing of the past. The average score was 4.61, which is “agree”. There was a satisfaction rate of 97.0% with the vast majority of the customers “strongly agreeing” with the statement. 134 customers responded to this question. Strongly Agree 90 67.2% Agree 40 29.9% Disagree 4 3.0% Strongly Disagree 0 0.0% Total 134 0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0% 70.0% Strongly Disagree Disagree Agree Strongly Agree 13 7. I receive the necessary level of assistance from the driver. The customers agree with this statement, with the majority indicating they “strongly agree”. The average score was 4.34, which is “agree”. When customers are impaired, either by long-term or short-term issues, drivers help them and make them feel comfortable and secure. Several people expressed appreciation for the assistance they received when recovering from injuries and when traveling back and forth to doctors. There is a satisfaction rate of 97%. 132 customers responded to this question. Strongly Agree 79 59.8% Agree 49 37.1% Disagree 4 3.0% Strongly Disagree 0 0.0% Total 132 0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0% Strongly Disagree Disagree Agree Strongly Agree 14 8. I feel safe when riding Galavan. Galavan gets high marks for comfort and safety. The average score was 4.62, which is “agree”. All responses indicate that the riders feel safe and secure on the vans. A 99.3% satisfaction rate for this question was the highest rating in the survey. The customers who “strongly agree” almost double the “agree” responses. There was no hesitation from anyone in giving Galavan high marks in this category. 134 customers responded to this question. Strongly Agree 85 63.4% Agree 48 35.8% Disagree 1 0.7% Strongly Disagree 0 0.0% Total 134 0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0% 70.0% Strongly Disagree Disagree Agree Strongly Agree 15 9. I am comfortable talking to my driver about any concerns I have with Galavan. The customers “strongly agree” with this statement somewhat more than “agree” with it. The average score was 4.37, which is “agree”. Many customers prefer to call the office when they have issues to discuss. Staff gets compliments for their tact and willingness to address issues that arise. There is a satisfaction rate of 93.1%. 116 customers responded to this question. Strongly Agree 61 52.6% Agree 47 40.5% Disagree 6 5.2% Strongly Disagree 2 1.7% Strongly Agree 116 0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0% Strongly Disagree Disagree Agree Strongly Agree 16 10. I am confident that concerns I have shared will be addressed. Responses were about evenly divided between “strongly agree” and “agree”. Average score was 4.21, which is “agree”. Those customers who had communicated their concerns said that they had found the office staff to be receptive and courteous when they called. They were made to feel their concerns were valid and would be taken seriously. The satisfaction rate is 90.2%. 112 customers responded to this question. Strongly Agree 47 42.0% Agree 54 48.2% Disagree 10 8.9% Strongly Disagree 1 0.9% Total 112 0.0% 10.0% 20.0% 30.0% 40.0% 50.0% Strongly Disagree Disagree Agree Strongly Agree 17 11. Overall, I am satisfied with the service I receive from Galavan. Although some dissatisfaction was expressed, a majority of the customers are happy with Galavan and give it a 92.7% satisfaction rate. The average score was 4.36, which is “agree”. For many it plays a vital role in keeping them independent. Streamline isn’t an option for most of the customers, who need more consideration from drivers because of their age and/or limitations. Those who expressed frustrations with Galavan are willing to wait until things improve (and would like to be told when they do). 123 customers responded to this question. Strongly Agree 63 51.2% Agree 51 41.5% Disagree 8 6.5% Strongly Disagree 1 0.8% Total 123 0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0% Strongly Disagree Disagree Agree Strongly Agree 18 By far the biggest complaint is slow scheduling. Riders feel they have to call way in advance to request a ride. This is especially frustrating when they need to see a doctor. It was suggested that medical appointments should take priority over less urgent things. Riders who take Galavan to work have issues with promptness and worry about getting fired. These kinds of riders are more anxious when the van is late and no one calls to let them know. To some riders it seems that vans go out with just one passenger when dispatch has said that they are booked up. It also annoys them when riders aren’t ready when Galavan arrives. The driver then has to go inside and get the passenger, slowing down the process. Paying passengers can be resentful that others don’t pay. There seems to be a general impression that the main issue of slow scheduling is a result of understaffing and underfunding. For that reason the riders indicate they are trying to be patient while things improve. Knowing that new drivers are being hired seems to reassure them. Several said they had given up on Galavan but would come back if and when response time is shorter. It is unclear how Belgrade riders average out. One rider in Manhattan feels “abandoned" since moving there from Bozeman. A high percentage of respondents are very happy with Galavan and value its role in the community. That group of individuals had no complaints at all. Offers were made to encourage fundraising and participate in it. All in all, the impression the survey made is a positive one, with issues of timeliness consistently mentioned. The need for Galavan is unquestioned, as is its importance to the quality of life in the Bozeman area.