Quality
The Trasporti Pubblici Monzesi management system received its TUV quality certificate in 2001, attesting to its compliance with UNI EN ISO 9001:2000 standards. In 2006, the same certification was awarded to the Car Parking Management Service.
TPM has continued to maintain the standards required by the quality indices over the years and plans to bolster its efforts going forward with the aim of ensuring travellers an efficient urban and suburban public transportation service that respects the environment and meets the needs of the community.
As in earlier years, February/March 2008 saw TPM conduct a customer satisfaction survey to assess the service levels of both the local public transport service and the car parking management service.
That survey, based on the results of questionnaires distributed to the community’s homes and via the internet, involved around 700 customers, whose responses highlight not only TPM’s strengths, but also those aspects that need to be improved.
Around 85% of respondents gave favourable ratings to the service provided by TPM, which is slightly below the level recorded in 2006. TPM SpA’s goal for the 2007/2008 season is to return that customer satisfaction indicator to 87% by improving the perceived inefficiencies.
Primarily, the survey respondents appreciated the comfort of their journeys and the cleanliness of the vehicles, the safety levels guaranteed during transit (77% versus 70% in 2006) and the ease with which they can buy tickets, consult timetables and plan their bus journeys. Positive ratings were also given to the professionalism and courtesy of TPM staff.
While the average rating saw a slight improvement, the most critical factor remained that of punctuality. Traffic, badly parked cars and adverse weather conditions are a few of the unforeseeable external factors that can negatively affect the smooth running of the transportation service. Nevertheless, customers have the right to demand a punctual service, leading TPM to set a target of at least 50% passenger satisfaction in 2007. One of the measures adopted by the company in this respect has been to identify three benchmark bus stops for each route and ensure that in normal conditions its buses do not arrive more than 10 minutes late or more than 2 minutes early compared with the timetable. In terms of regularity, TPM guarantees that at least 99.9% of the scheduled routes provide a regular service and that a replacement service will be provided when the need arises.
At the end of December 2006, some 170 people took part in the survey on the Car Parking Management Service: roughly 86% indicated their satisfaction with the service, giving high ratings to the professionalism of the parking attendants and the functioning of the parking meters. On the other hand, the number of available car-parking spaces and the lack of road signs directing drivers to the car parks received more critical ratings. TPM launched an INFO Parking project in 2007 to remedy these aspects.