Yarra Trams

Meet the Managers

Find out more about Yarra Trams' Meet the Managers sessions 

Meet the Managers

Overview

  • Tram passengers have the chance to speak directly to the team running their local tram line, as part of Yarra Trams' Meet the Managers sessions.
  • Passengers are encouraged to attend the session(s) in their local area to voice any questions or concerns about their specific line(s).
  • This is part of Yarra Trams and Public Transport Victoria's commitment to improving the travel experience of our passengers.

 What is Meet the Managers?

  • Meet the Managers is a series of customer feedback sessions Yarra Trams has been organising over the last four years at key stops on the tram network.
  • These sessions give passengers the opportunity to ask any questions of Yarra Trams' management team and provide feedback on how to improve Melbourne's trams.
  • In the past the sessions have been hosted by managers from across the business.
  • Since March 2015 the sessions have been hosted by line managers and their teams at key stops in their local communities.

Why has the format of the event changed?

  • The format of the event has changed because Yarra Trams believes that network-wide issues are often less of a concern for passengers than localised issues.
  • The new format means that passengers have the chance to voice their comments face-to-face with the team who have direct influence over their tram lines.

Who can attend these events?

  • All tram passengers are invited to attend these events.
  • However passengers are encouraged to attend the session in their local area to voice any questions or concerns about their specific lines.

How often are they held?

  • The first sessions for 2015 took place in March, with the next round of sessions planned in June and July for each of Yarra Trams' eight depots.

Don't you already receive customer feedback through other channels? Why do you need to run these sessions?

  • Yarra Trams and Public Transport Victoria receive customer feedback via the call centre, website and Twitter, but past experience has shown addressing issues in person to be extremely effective.
  • Meet the Managers is an additional channel for Yarra Trams to find out what is working well and areas where our customers feel we can improve.

Will you really use customer feedback to change the tram network?

  • Feedback received during these Meet the Managers events will be compiled by the managers present on the day and shared with the relevant areas for those tram lines and across Yarra Trams.
  • Yarra Trams and Public Transport Victoria are constantly looking at the things that matter most to our passengers, and try to prioritise those things where we can.
  • As for the customer feedback received via the call centre, website and Twitter, the comments received at these sessions will be used to improve the tram network.
  • While some things can be changed in the short term, others may take longer to implement.
  • Several sessions of Meet the Managers will be organised each year by Yarra Trams' eight depots to ensure that we continue to improve the travel experience of our passengers.

Do you know how happy customers currently are with the tram network?

  • Yarra Trams conducts a customer satisfaction survey at regular intervals four times a year.
  • This survey measures customer satisfaction with running of services, personal security and information.
  • Overall customer satisfaction during the first quarter of 2015 was 75.9 per cent.
  • This rating has been increasing steadily over the past four years, since Keolis Downer started operating the Yarra Trams franchise.

What was the customer satisfaction rating before this?

  • Keolis Downer does not have access to the customer service rating data prior to 2010, when it started operating the Yarra Trams franchise.

 

Meet our managers 

The schedule of upcoming sessions is included in the table below:

Tram line Date Time Location
55, 57, 59, 82 Fri 19 June 11am to 1pm Stop 112 Lygon St & Elgin St
11, 86 Mon 29 June 8am to 9.30 Stop 12 St Vincebt's Plaza
70, 75 Thur 9 July 4pm to 6pm Stop 5 Flinders Street Station (Swanston St & Flinders St)
3, 3a, 64, 67, 78 Wed 15 July 4pm to 6pm Stop 7 RMIT University (Franklin St & Swanston St)
48, 109 Thur 16 July 4pm to 6pm Stop D18 Victoria Harbour (Collins St)
5, 6, 8, 16, 72 Wed 22 July 10am to 12pm Stop 13 Flinders St Station/Federation Square (Flinders St & Swanston St)
12, 30, 96 Thur 30 July 8am to 10am Stop 125 Port Junction/Normanby Rd
1, 8, 19 TBC TBC Stop 112 Lygon St & Elgin St

Times and locations of future sessions will be posted on the Yarra Trams website.

Passengers who can't make it to these sessions are encouraged to leave feedback by calling 1800 800 007 (6am to midnight daily) or by filling in our online form.