Home to School Transport Survey Analysis
2400 surveys sent out
Returned
| Year |
2009 |
2010 |
| Sent |
2800 |
2400 |
| Returned |
474 |
534 |
| % |
17% |
22% |
Comparison of % for each question combining those who agree or agree strongly
|
Description |
2009 |
2010 |
% -/+ |
|
The information we receive on journeys to and from school is good |
53.38% |
58.30% |
+4.92% |
| We are given sufficient notice of changes to the service |
42.29% |
49.62% |
+7.33% |
|
The quality of vehicles used for journeys to and from school is satisfactory |
70.25% |
71.61% |
+1.36% |
| The transport is reliable and usually arrives within 10 minutes of schedule |
74.68% |
78.96% |
+4.28% |
|
There is always a seat available |
70.25% |
76.25% |
+6.00% |
|
The staff are polite and courteous |
63.71% |
67.96% |
+4.25% |
|
We know who to contact if we need any information regarding the service provided |
72.78% |
69.91% |
-2.87% |
|
The hours of availability at the head office in case of a query (8.00am – 5.30pm) are satisfactory |
71.31% |
71.3% |
-0.01% |
|
We know that standards are set with respect to driver behaviour and vehicle safety |
78.27%
|
76.31% |
- 1.96%
|
|
Overall we would rate the service provided as good |
80.17% |
80.90% |
+0.73% |
ACTION PLAN
We are pleased that this years figures have shown an increase in the overall level of satisfaction 80.9% this is adding on last years improvement figure.
Seat availability scores higher this year 76.25% - it is thought this is due to pupils now boarding the correct vehicle as before we suspected the problems lay with pupils not always using their allocated vehicle. It would appear that better ticket checks by the drivers has lead to this.
Punctuality - one of the other key issues - is a lot higher this year at 78.96%, so our contractors are running better to schedule. We have been able to work with the contractors to update and amend the schedules to eliminate any drift within the timings.
Communication was highlighted as an area where we could make improvements and this year we have managed a substantial increase in scoring 58.3%. Customers wanted clearer instructions from our section giving notice of changes and we have been able to do that.
Some special needs passengers in particular this year told us they were unsure as to who to contact if they needed any information with regard to the service provided. This is something we will endeavour to redefine with the help of other sections involved in special needs provision.
The standards of driver behaviour and vehicle safety fell very slightly this year but the survey scored up on last years figure for polite and courteous staff, we will continue to monitor this to ensure that standards are maintained.
Finally it is our hope that we shall be able to encourage customers to provide next years survey feedback online as we are trying to make both the feedback, and the response quicker and more efficient.