Portal de Murcia
www.portaldemurcia.com
For the sixth consecutive year, TdM once again achieved a notable high in the customer test, reflected in the satisfaction study that responds to the requirement of the UNE EN 13816 standard. 98% of respondents say they are satisfied or very satisfied with the service
The tramway once again reaches remarkable high when examined by its users, an 8.6 out of 10, the highest score since the beginning of the satisfaction survey measurements.
For the sixth consecutive year, TdM once again achieved a notable high in the customer test, reflected in the satisfaction study that responds to the requirement of the UNE EN 13816 standard. 98% of respondents say they are satisfied or very satisfied with the service and more than 50% (54.3%) is very satisfied, with a grade of 9 or 10.
The environmental contribution and lighting are still two of the most valued attributes, adding this year the punctuality as the third attribute with an average rating above 9.
A total of 620 surveys have been carried out, which means a confidence level of 95.5%.
75.9% of the respondents are residents in the city of Murcia, while 17% come from districts.
Regarding the profile of the sample: 58.7% are students (UMU, UCAM, schools, institutes and regulated teaching centers), and the rest is shared among workers in the public sector, private companies, nurses house, unemployed, pensioners and entrepreneurs / self-employed.
The attributes analyzed have been:
- Punctuality and regularity: Punctuality and frequency compliance.
- Service offered: Itineraries and convenience in the payment and validation systems.
- Comfort during the journey: Smooth movements, driving style, interior temperature, cleanliness, commuting comfort and lighting.
- Accessibility: Both accessibility at the stops and the tram.
- Security: Sensation of security in stops and in the interior of the tram.
- Information: Enough information on stops and interior of the tram, web, brochures, social networks ...
- Customer Service and Communication: Image and staff attention and problem solving.
- Environment and sustainability: Environmental contribution.
For each of these attributes, respondents rated their degree of satisfaction, giving a score of 1 to 10, and the reference scale being: Less than 5: unsatisfied;
from 5 to 6: doubtful;
from 7 to 8: satisfied;
from 9 to 10: very satisfied.
The users highlight the following characteristics as the most important of the service: punctuality, frequency compliance, comfort and itineraries.
Other characteristics indicated, at least by 15% of the respondents are: feeling of security in the interior, cleaning and attention of reviewers and staff.
In the comparison of the average valuations with respect to the previous year, it is observed that there is a percentage improvement in all the attributes, except in Image of reviewers and tram staff, who obtain the same score as in 2016.
With the results of this study, Tram of Murcia is already doing a deeper monitoring of those aspects in which lower scores have been obtained, in order to improve them, and maintain the quality level of those attributes that have been better valued for our customers.
The results of the satisfaction survey can be consulted in more detail on the Tram of Murcia website: www.tranviademurcia.es
Source: Ayuntamiento de Murcia
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