Objects: Passengers in the train
Date: 2008.1.16
Place: In the train or in the station
Method: individual interview
Data Analysis：Chen Tsai Yin

7. What are you satisfied most with the service in the stations?
□wireless network□stores□transition guide□signs for the routes□cars for rent

We know that people are satisfied most with the signs of the route in the stations, which accounts for 44%.  We also know that THSR need to improve in the traffic aspect.

8. Are you satisfied with the outward traffic connection around the stations?
□ highly satisfied　□ satisfied　□ ok　□ not satisfied, because：

According to the result, THSR should try to improve the outward traffic connections.  The ones who are not satisfied are almost more than the ones who are satisfied.  Most people give the answer of “OK.”  If THSR can improve on the outward traffic connection, the rate of satisfaction will be higher.

9.Are the souvenir of THSR attractive to you?
□ yes  □ no

The souvenir of THSR may not be attractive to the passengers.  Thus, THSR should think about the various kinds of products that can attract people.

10.What are the most impressive promotion projects?
□ free shuttle bus in Tzoying and Taichung
□ freedom seats that have 20% discount
□ ticket booking through internet during the Chinese New Year
□ know nothing about the promotion projects

Most people like the project of 20% off freedom seats.  They are attracted by the low price and the undecided seat arrangement.

11.When you take THSR, what do you care about the most?
□ transition arrangement (outward connection)
□  ticket service
□  facilities in the station
□  attitude of the attendants
□  souvenir
□  promotions
□  service in the carriage
□  flights and schedule
□  others

People care most about the transition arrangement (outward connection) and the flights and schedule, both accounts for 60%.  THSR should care about the two things, too.

12.Are you satisfied with the overall service of THSR?
□highly satisfied　□ satisfied　□ ok　□ not satisfied

The result shows that the feedback is quite positive.  THSR is not only safe, but also fast.  That’s why people love it.  THSR can keep working hard to maintain such a high rate of satisfaction.

13.What do you think that THSR need to improve the most?
□ticket purchase system □refund system □service □outward connection □others

The answer here is correspondent to what we mentioned above.  The outward connection should be improved.  The stations are located in the suburban area, thus the outward traffic is not convenient.  THSR should think of some ways to solve the problem.  Some people also concern about the ticket system, that’s where THSR need to make some changes.

14.Will you take THSR once again?
□  yes　□ no, because：

The result shows that passengers have extremely positive attitude toward THSR.  39 people out of 40 said “yes.”  This is good news to THSR.  They should try hard and keep this good reputation in the future.