focus groups) 2011 ASFINAG Maut Service GmbH Sabine Aigner Wien, Am Europlatz 1

Transcription

1 Results of the customer survey data (CSI and focus groups) 2011 ASFINAG Maut Service GmbH Sabine Aigner Wien, Am Europlatz 1

2 Integrating CSI into customer management ASFINAG customers Project management group CSI Customer Satisfaction Index Results of the interviews Results of the focus groups Management CSI Steering Committee Special assesssment in light of the strategic objectives: Questionnaire Concept + Role Methodical development Implementation Benchmarking availability customer information Road traffic safety Toll Customer typology Importance/performance matrix Combination of reports (ASC, CSI, ther surveys) Stakeholders Board of Experts Employees CSI Newsletter ette 2

3 Customer survey data Sample: 1,000 passenger car drivers 150 HGV drivers 50BD service, ambulance, fire bi brigade 50 bus drivers Method: Passenger car drivers: CATI (= by tel.) HGV driver: CAPI (= face-to-face) face) BD service, ambulance, fire brigade: CATI Bus drivers: CAPI Time period of survey: February-March

4 Customer Satisfaction i Index (CSI) Structure Image (start of survey) 0,10 ASFINAG Services (start) 0,25 Image (end of survey) 0,10 ASFINAG Customer Satisfaction Index (CSI) ASFINAG Services (end) 0,25 Overall satisfaction on motorways & expressways 0,30 4

5 Results of the CSI and time comparable 100,0 72,1 71,7 70,5 64,9 64,3 63,2 90,0 excellent 80,0 very good 70,0 good 60,0 average 50,0 critical 40,00 30,0 20,0 CSI 2011 CSI 2011 (End de) 10,0 0,0 ASFINAG ASFINAG Base motorists: n=1.000 different calculation method than

6 Image and assessment at the beginning and end of the survey 100,0 67,4 73,77 schlechterer Worse impression Eindruck 11% No feedback k.a. 3% 90,0 80,0 besserer 70,0 Improved Eindruck impression 33% 33% 60,0 50,0 excellent very good good average 40,0 30,0 20,0 gleicher Same Eindruck impression 53% 10,00 53% critical 0,0 Beurteilung Assassmentder of ASFINAG am (start) Anfang Beurteilung Assassment der of ASFINAG am (end) Ende Base motorists: n=

7 Image of ASFINAG compared F9: Let me give you some of the biggest companies in Austria. Now you tell me what your overall impression is of these companies. Rate them on a scale from 1 to 5, with 1 meaning a very good impression and 5 meaning a very poor impression. [in percent] Siemens ,3 Österreichische Bundesforste ,6 Verbund ,0 ASFINAG ,4 ÖBB ,1 sehr Very guter good impression Eindruck sehr Very schlechter poor impresssion Eindruck k.a. N.A. MW Base motorists: n=

8 Performance index (PI) structure The performance index (PI) is an average calculated from all individual ratings. The CSI components "Image" and "Global assessment" are not included in the PI. Detailed indexes Performance indexes Performance Index General safety Roadworks safety PI safety Quality Fluidity, winter services Roadworks Information Tolling PI availability PI information PI tolling Total Performance Index Resting options PI resting options 8

9 CSI and detailed indexes 72,1 68,7 73,3 71,7 69,9 73,7 57,5 67,7 65,3 77,4 100,0 excellent 90,0 80,0 0 very good 70,0 good 60,0 average 50,0 ASFINAG CSI 2011 Perform mance Index General Sicherheit safety allgemein Safety Sicherheit a. t. constructio auf Baustellen on site Quality Qualität Fluid, Flüssigk Winter keit, Winterdie servicesenst Roadwo Bausteorks llen Informat ation Tolling Bemautung Resting Rastmöglichkeiten areas critical 40,0 30,0 20,0 10,0 0,0 Base: motorists: n=1,000 9

10 CSI in the targed group compared 100,0 72,1 76,1 75,4 65,3 excellent very good good average 90,0 80,00 70,0 60,0 50,0 40,0 critical 30,00 20,0 10,0 0,0 CSI Autofahrer Motorists CSI Einsatzfahrzeuglenker Emergency service drivers CSI LKW-Fahrer HGV drivers CSI Busfahrer Busdrivers 10

11 Importance and satisfaction (motorists) 45,0 50,0 55,0 60,0 65,0 70,0 75,0 80,0 85,0 90,0 95,0 Quality Qualität Sicherheit General allgemein safety Baustellen Roadworks Flüssigkeit, Fluid, Winterdienst services e services Information Information Sicherheit Safety atauf thebaustellen construction sites 85,0 Imp portance of th Bemautung Tolling Rastplätze Resting areas critical average good very good excellent kritisch mäßig gut sehr gut ausgezeichnet 60,0 Assassment of the services

12 Importance and satisfaction(emergency service drivers) 45,0 50,0 55,0 60,0 65,0 70,0 75,0 80,0 85,0 90,0 95,0 Sicherheit General allgemein safety 100,0 roadworks Baustellen Qualität Quality Flüssigkeit, Fluid, Winter Winterdienst services Sicherheit Safety at the auf construction Baustellensites 90,0 e services Imp portance of th Information Information Resting Rastplätze areas 80,0 70,0 Bemautung Tolling critical average kritisch mäßig good very good excellent gut sehr gut ausgezeichnet 60,0 Assassment of the services

13 Importance and satisfaction (HGV drivers) 45,0 50,00 55,0 60,00 65,0 70,00 75,0 80,00 85,0 90,00 95,0 100,0 Quality Qualität Sicherheit General allgemein safety Flüssigkeit, Fluid, Winter Winterdienst services Baustellen roadworks Sicherheit Safety at the auf Baustellen Rastplätze Resting areas construction Information sites Information 90,0 e services portance of th Imp Bemautung Tolling 80,0 70,0 kritisch critical average mäßig good very good gut sehr gut ausgezeichnet excellent 60,0 Assassment of the services

14 Importance and satisfaction (Bus drivers) 45,0 50,0 0 55,0 60,0 0 65,0 70,0 0 75,0 80,0 0 85,0 0 90,0 0 95, ,0 Quality Qualität Sicherheit General allgemein safety Flüssigkeit, Fluid, Winter Winterdienst services Baustellen Sicherheit General roadworks allgemein safety Sicherheit Safety at the auf Baustellen Rastplätze Resting areas construction sites Information 90,0 e services Imp portance of th Baustellen roadworks Bemautung Tolling Quality Qualität Information Information Safety Sicherheit at the auf construction Baustellen sites Bemautung Tolling Flüssigkeit, Fluid, Winter Winterdienst services Rastplätze Resting areas 80,0 70,0 kritisch critical average good very good excellent mäßig gut sehr gut ausgezeichnet 60,0 Assassment of the services

15 Results of the passenger car focus groups 1/3 The debt issue is very negatively perceived. When asked to make spontaneous associations at the start of the group discussion, the first thing to be mentioned was the debt issue. "The mountain of debt is continuing to grow. ASFINAG's mountain of debt is incredible and the roads aren't being repaired either some of them are already in a very poor state of repair. How can you have such high debts and not get rid of them. The close link with politics is also perceived as negative. Some participants believe that there are no free market forces at ASFINAG, and that contracts are awarded based on political decisions. The noise barriers are cited as an example again and again. "A free system of market economy should take control and fewer political decisions should be made. So people p who are experts in construction. They know how to plan and how to deal with roadworks." 15

16 Results of the passenger car focus group 2/3 Talking and thinking about ASFINAG promotes the company's positive image. Once participants had thought and talked about ASFINAG and its functions, the impression they had of ASFINAG was markedly improved. This does not only apply to the core themes of quality and expansion of the road network or the provision of safety, but also to tolling. Basically, the price of the annual toll sticker is considered adequate particularly by international standards. "Actually, they're doing a great job. Compared to before, much has improved." At some locations, the signs are confusing. Particularly striking was the sign saying "You are driving in a tunnel" although there was no tunnel. In addition: speed limits are often unclear. The electronic overhead road signs met with a very positive response among the participants in the discussion. They particularly underscored the potential for efficient traffic control. 16

17 Results of the passenger car focus groups 3/3 ASFINAG's rest areas were rated particularly high. They are considered clean, orderly and exemplary at international level. That you continue to have to pay to use WC facilities at rest areas with filling stations was criticised. "What I find positive is that there are lots of rest areas along the motorway, particularly ASFINAG rest areas. They are clean and even have baby changing facilities. And there are even enough of those." To summarise: ASFINAG, in the view of the participants in the discussion, is doing a good job overall. Safety, winter services, tolling and resting options are all unanimously rated as being (very) g p except that roadworks warrant safety. good. The results of the telephone interviews show that the roadworks issue is met with criticism Participants in the discussion identified a need to take action especially in terms of the information available about ASFINAG and its work. k Spontaneous associations with ASFINAG only mention the toll sticker and the somewhat negatively associated noise abatement walls. The company itself is called an "unknown creature". 17

18 Results of the focus groups with passenger car and bus drivers While HGV drivers are usually highly satisfied with ASFINAG's services, bus drivers rank among the critical customers Two discussion rounds revealed that, in both groups, satisfaction with the services was more or less equally high and similar criticism as well as positive aspects were tabled. HGV and bus drivers are true professionals when it comes to identifying ASFINAG's functions, with tolling being the main point of interest. Bus drivers and bus operators often experience the toll system as unfair, since even though they carry passengers they are still obliged to pay just as much as forwarders of goods. We need to distinguish i between the bus operators and the bus drivers. What drivers find most important is that the GO Box works properly and that, if need be, they receive ASFINAG assistance quickly. In their view, the toll system works smoothly its teething problems have been nicely resolved. In terms of tolling, bus operators would be interested in further information on billing, payment options and services (e.g. toll calculator on website). 18

19