Secret passengers evaluated the services at OASTH
Thessaloniki: What did the “Secret Passenger” show for the services at OASTH.
The “Secret Passengers” made their appearance in the MMM of Thessaloniki in order to record the complaints of the citizens and the problems that are found mainly in the buses, but also in the other means. The results of the Secret Passenger in the urban transport of Thessaloniki were encouraging. Specifically, 88.7% of the sample expressed satisfaction with the services offered, 10.6% showed neither satisfaction nor dissatisfaction, while a very small percentage of 0.7% expressed dissatisfaction with the respondents who took part in the survey.
The results of the research were announced to the Board. of OSETH SA in the framework of the contract between OSETH, KTEL Thessaloniki and OASTH for the operation of 25 lines from March 2020 until today and the evaluation of the quality of the services provided and by conducting environmental surveys and passenger satisfaction twice on the bus lines. The Independent Auditor of the contract carried out secret passenger and passenger satisfaction surveys during the period December 2021 – January 2022 at various times of the day.
The first survey 12/15/2021 – 22/12/2021
The first Secret Passenger survey took place during the period 15/12/2021 – 22/12/2021 with a final sample of 300 questionnaires. The five observers who participated completed a form to assess the condition of the bus, the accuracy of the route and the driver’s behavior.
What the results of the answers showed
According to the results of the answers regarding the condition of the vehicles, the only thing that the participants in the research noticed in a percentage of 33.7% is that they are bothered with the stained windows and the floors.
Regarding the accuracy of the routes, only one difference was found in the scheduled departure of the bus. The same applies to the use of a mobile phone and smoking by the driver while driving.
In addition, in six cases it was observed that the driver made unnecessary sharp maneuvers during the route, while in 5 cases the driver made unnecessary movement or acceleration.
Concluding from the results of the investigation of the Secret Passenger, it appears that the level of service of the four KTEL (Thessaloniki, Kilkis, Serres, Halkidiki), regarding the condition of the buses and the reliability of the routes and the behavior of the driver, according to the research is judged satisfying. 87.7% of the sample has a score higher than the desired level.
The second survey 17/01/2022 – 21/01/2022
The second Passenger Satisfaction Survey took place during the period 17/01/2022 – 21/01/2022 with a sample of 742 questionnaires (333 men, ie 45% and 409 women, ie 55%). During it, the participants were asked to answer the questionnaires, regarding their degree of satisfaction regarding the reliability of the routes, the cleanliness of the buses, etc.
What the results of the answers showed
During the research, 11 comments and remarks of the passenger public were recorded. Of all the comments, 6 in finding and checking tickets. In particular, the 6 respondents stated that it is difficult for them to obtain tickets for their service and drivers often either do not have tickets or do not buy tickets as the passengers have banknotes and not the exact price of the ticket. Two of them also claimed that the checks that are carried out are not so frequent and as a result, many passengers do not cancel a ticket and travel illegally.
The other five comments refer to problems in the telematics system, in particular the fact that the stops are not announced, while at the same time the application of OASTH on mobile phones does not show the buses that make itineraries, with the result that someone waiting at the stop never knows. and if they come.
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