Survey shows passengers give GABS the nod
COLLABORATION: Dr Prins Nevhutalu, CPUT Vice-Chancellor (second) and Donald Grant, Western Cape Minister of Transport (fourth) joined delegations from CPUT and Golden Arrow Bus Service (GABS) during the handover of the GABS Customer Satisfaction Survey.
Monday, 22 September 2014
The biggest carrier of road passengers in the Cape Metropole, Golden Arrow Bus Service (GABS), has once again been given the nod by its passengers.
This came to light when the GABS recently handed over a survey conducted by the CPUT’s Mathematics and Physics Department to Donald Grant, Western Cape Provincial Minister of Transport.
When asked about their overall level of satisfaction, 75% of customers indicated that they were either ‘Somewhat satisfied’ or ‘Very satisfied’ with the service. Furthermore, 93% of customers indicated that they would be willing to recommend the service to others.
Lecturer Thomas Farrar said: “This indicates that GABS is serving its customers well across all indicators of service quality. There are, however, areas where improvements can be made”.
The response times when complaints are made, safety from crime at bus stops and termini, affordability of fares, availability of buses when needed and time spent waiting for a bus were identified as the highest priority areas for improvement.
Respondents for the survey were randomly selected by a team of 43 CPUT enumerators in Mitchells Plain, Nyanga, Cape Town (Golden Acre), Bellville and Mowbray.
Dr Prins Nevhutalu, CPUT Vice-Chancellor, commended the CPUT team that worked on the project, emphasizing that quality service is a challenge to us as a country. He said the survey results will go a long way in improving the service rendered by GABS.
Grant said one thing that he learnt while he was Minister of Education in the Western Cape was that good surveys are important. He said his ministry will go on to work with partners in improving the service levels of citizens.
Written by Ilse Fredericks
Email: Frederickskennediji@cput.ac.za
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