It has been developed in order to grant easy and quick access to the survey main results.
The purpose of that scrutiny was to evaluate the users satisfaction within transport services provided by companies regulated by ANTT. The consultation itself took place throughout the country between March and June 2014 .
The Brazilian Land Transportation Agency – ANTT, hired Instituto Análise to apply the 'Transport User Satisfaction Survey' within the services regulated by the Agency.
The main goal of the research was to assess the quality of the services provided by companies regulated by ANTT.
The survey considered 23 jurisdictions defined on the method established by the Consortium Transplan/Futura. For each passenger coach line, the jurisdiction was defined by the origin of the line. For example, the passenger answers for the coach line “BELO HORIZONTE/MG – BRASILIA/DF” were recorded for the jurisdiction of Minas Gerais, regardless of the State where the passenger has been interviewed as well as the direction of his trip.
The study has been divided into three groups:
a) Services provided by rail freight companies
b) Services provided by toll roads
c) Passenger Transportation Services
1. Interstate coach line passengers
2. Interstate urban bus line passenger
3. International coach line passengers
4. International urban bus line passenger
5. Bus charter
6. Rail passenger transport – regular
7. Rail passenger transport – tourism
Satisfaction survey of toll roads´ users, coach line bus companies and rail passenger companies was carried by obtaining information through face-to-face interviews. Bus charter passengers were interviewed by phone while rail freight costumers answered a questionnaire available online. These procedures took place from March to June/2014.
The customers mentioned above were asked to answer three questions about ANTT:
✓ Question #1 – Do you know ANTT?
Customers were questioned if they knew ANTT. This was an objective question, therefore the only possible answers were “yes” or “no”.
✓ Question #2 – Knowledge of ANTT attributions
Those who answered “yes” on question #1 were questioned if they knew the attributions of ANTT related to the means of transportation concerned. In this case, it was presented a list of possible answers, some of them right and some of them wrong, mixed together, to be pointed as ANTT activities. There was also the option “others”.
✓ Question #3 – Evaluation of ANTT
Those who picked the right answers on question #2, as well as those who pointed “others” were asked to evaluate the work of ANTT as very good, good, fair, poor or very poor. It was assumed that the respondents of the survey considered the ANTT work on regulation and inspection of the specific transport service. The satisfaction results ranged from 0 to 100 points.
The freight railway customers answered 2 questions:
✓ Question #1 – Familiarity with ANTT work
The respondent was asked to choose on a scale from 1 (doesn’t know) to 10 (know very well) how familiar his company is with the ANTT work.
✓ Question #2 - Evaluate the ANTT work
Those who assigned grade 2 or higher on question #1 evaluated the work of ANTT as regulator and inspector of the services provided by the regulated railway companies, giving grades from 1 (very poor) to 10 (excellent).
The Total Brazil Index released on the surveys reports was obtained from the simple average of the companies' results. This index is not included in the survey method and its calculation was cordially proposed by Instituto Análise, only as an illustration of the overall outcome.
The Weighted Average Brazil was calculated by ANTT, here available after requests, and it is an improvement from the Total Brazil Index, in order to reflect with more accuracy consolidated results.
For the carriage of passengers, calculating the Weighted Average Brazil for the passengers transport sector considered the following as weighting factors:
i) the volume of passengers carried by each company in relation to the total of the jurisdiction; and
ii) the volume of passengers carried by jurisdiction in relation to the total of Brazil.
For toll roads, calculating the Weighted Average Brazil considered as a weighting factor the average daily traffic of each of them.
Determining the Global Satisfaction Index (satisfaction within the services provided by the freight rail concession) was achieved considering the following:
✓ Satisfaction Index - indicated by the users;
✓ Satisfaction Index Factor (Administrative, Commercial and Operational) - calculated from the weighted average satisfaction index with the items, where the weights are the relative importance of each item factor;
✓ Global Satisfaction Index – determined by the weighted average satisfaction index with the factors in which the weights are the relative importance of each factor in relation to the service provided.
In the assessment of user satisfaction was adopted a 5-point scale: excellent, good, fair, poor, unacceptable.
To assess the importance of the items it was also adopted a five-point scale ranging from 1 (less important) to 5 (more important).
On the questionnaire it was given a qualitative scale from 1 to 5 for the assessment of satisfaction with the item. Processing the data, this qualitative scale was transformed to the scale 0 to 10, determining the levels of satisfaction.
The importance of the factor has been evaluated assigning a relative scale from 0 to 100% for each factor. By processing the data obtained, it was possible to determine the Global Satisfaction Index of services provided by each of the freight railway companies.
The Global Satisfaction Index was determined by the Stretches of the road. The analisys also considered the satisfaction with the Attributes and the Itens evaluated.
The toll road user was asked to rate the service provided, considering one specific item, such as: very good, good, fair, poor or very poor. Then, he had to choose the three most important attributes, in order to rank them for that specific toll road.
Therefore, we have:
✓ SII - Satisfaction Index with the Item - recommended by the users.
✓ SIA - Satisfaction Index with the Attribute - as all the items that make up an attribute have the same importance, Satisfaction Index Attribute was calculated as the simple average satisfaction ratings with the items that make up the attribute.
✓ Importance of Attribute - the percentage of importance of a particular attribute was calculated from the ratio between the total indication performed for the attribute and total indication performed for all attributes.
✓ Satisfaction Index Excerpt - weighted average satisfaction ratings with attributes in which the weights are the relative importance of each attribute in evaluating the stretch.
✓ Global Satisfaction Index - weighted average satisfaction ratings with the passages in which the weights are the relative importance of each section in evaluating granted highway.
The Global Satisfaction Index was calculated based on the assessment of the transport users satisfaction regarding the services provided by companies.They were asked to rate the service provided, considering one specific item, such as: very good, good, fair, poor or very poor.
Then, they had to choose the three most important attributes that was used to rank the companies.
Therefore, we have:
✓ SII - Satisfaction Index Item - recommended by the users.
✓ SIA - Satisfaction Index Attribute – as all the items that make up an attribute have the same importance, Satisfaction Index Attribute was calculated as the simple average satisfaction ratings with the items that make up the attribute.
✓ Importance of Attribute - the percentage of importance of a particular attribute is calculated from the ratio between the total indication performed for the attribute and total indication performed for all attributes.
✓ Global Satisfaction Index - weighted average satisfaction ratings with the attributes in which the weights are the relative importance of each attribute.
Customers of freight railway companies were asked how familiar they were with the ANTT work. The answer could range from 1(doesn’t know) to 10 (know very well).The graphic below shows the percentage of answers:
Graphic with the percentage of respondents who effectively know ANTT (its work and duties):
Note: Excludes freight railway costumers since they were asked only about their familiarity and satisfaction with the ANTT. There was no specific question concerning the ANTT duties for them.
The next graphic summarizes the grades obtained by ANTT: