Wallis started to manage the Customer Satisfaction Monitor for PTV in 2006. It measures community satisfaction with Victoria’s public transport including trains (metro and regional), trams, and buses (metro and regional). Each year almost 12,000 interviews are completed by telephone – providing a robust data set to report performance monthly and quarterly for each of the service providers. Each provider can see how they are tracking over time and in comparison with other transport modes. Wallis also provides ad-hoc analysis of the data to answer business-critical queries from within the organisation, along with responding to ad-hoc requests from the various public transport operators and Victoria Police.
This project demonstrates Wallis’ ability to reliably deliver large scale Computer Assisted Telephone Interviewing projects among the general public. A key aspect of this project is that it includes interviews with a large number of respondents from Victorian regional areas. Respondents in these areas differ demographically and socially to public transport users in Melbourne. Wallis’ interviewers understand these differences and have become very adept in speaking with people from regional areas and different circumstances. Importantly, Wallis has never missed a deadline on this project!