Overall satisfaction with transport was high at 8.4 out of a
possible 10. However, this score is lower than most other aspects
of the visitor experience.
Types of transport used
Rental cars are the most frequently used transport type, with
nearly half of all visitors (47 per cent) using rental cars while
in New Zealand. Private cars (28 per cent), coach tours (28 per
cent), domestic airlines (27 per cent), and commercial
ferries/boats (27 per cent) are also popular transport types,
despite the usage rates of these transport decreasing compared with
a year ago. On average, visitors used between two and three
different transport types.
Overall satisfaction
Overall satisfaction with transport was high at 8.4 out of a
possible 10. However this score is relatively lower than most other
aspects of the visitor experience. For example, activities scored
8.9 out of 10; New Zealand's environment scored 8.9; and safety
scored 8.7.
When it came to transport, visitors placed the most importance
on the comfort, safety and reliability of the transport type they
chose, with these aspects accounting for 41 per cent of overall
satisfaction with transport. The price of transport accounted for
30 per cent of satisfaction and quality of service accounted for 29
per cent.
Across all markets, satisfaction with two aspects of transport
is consistent: visitors rated comfort, safety and reliability at
8.4 out of 10, and quality of services at 8.3. Price of transport
was rated relatively lower at 7.9.
Satisfaction by market
Western markets (Australia, UK, US and Germany) have relatively
high levels of satisfaction with transport in New Zealand. This
aspect was rated 8.5 out of 10 by visitors from Australia, 8.6 for
the UK, 8.9 for the US and 8.3 for Germany.
The main driver of overall satisfaction for the Western markets
is the comfort, safety and reliability of the transport type (45
per cent for Australian and 39 per cent for other Western markets).
Satisfaction with comfort, safety and reliability is reasonably
strong at 8.4 for Australia and 8.5 for other Western markets.
Overall satisfaction with transport among visitors from China,
Japan and South Korea is lower than the western markets at 8.0.
This is one of the areas with the lowest levels of satisfaction.
These visitors place almost equal importance on the three aspects
of transport: quality of service (36 per cent of overall
satisfaction); comfort, safety and reliability (34 per cent); and
price (30 per cent). Among the Eastern markets, satisfaction with
price (rated at 7.3 out of 10) is lower than the former two aspects
(at 8.0 and 8.1 respectively).
Satisfaction by provider type
Visitors rate the types of transport that are more likely to be
used as part of a sightseeing or activity more highly than other
transport types. Yachts (9.1 out of 10), helicopters (9.0) and
cruises (8.6) were all rated more highly than other transport
types. These high levels of satisfaction were mostly driven by
satisfaction with the comfort, safety and reliability of these
transport types.
Coach tours are one of the most popular forms of transport and
have high satisfaction at 8.5 out of 10. This is driven by high
levels of satisfaction with the quality of the service received on
coach tours.
Campervans are used frequently by longer-staying travellers from
the UK and Germany, but unfortunately satisfaction with campervans
is relatively lower than other transport types at 7.8 out of 10.
Compared to other aspects of a New Zealand holiday, this level of
satisfaction is one of the lowest across any area. The main drivers
behind lower satisfaction rates are the comfort, safety and
reliability of the transport, and quality of staff.
Feedback from visitors on transport
Comments from satisfied visitors:
- "The train from Auckland to Wellington was marvellous. The hire
car was great (especially with the Nav-man [GPS navigation system])
and caused no trouble and allowed us to explore at will. The
sailboat experience in Auckland was an unexpected thrill."
- "I hired a rental car - they supplied a good comfortable
reliable vehicle at a good price. Definitely will use them
again."
- "Easily accessible, frequent departures, easy to understand
fares and destinations, keeping to scheduled times. Low cost."
- "Our car was a great little car to drive. The bus driver on our
tour was friendly, jovial and informative. I also went on two
fishing charter boats and had success both times."
- "All the people involved were very nice, knowledgeable, and
prices were reasonable."
Comments from dissatisfied visitors:
- "Car hire was not the best although we upgraded to a larger
vehicle. Road noise was so bad that ears were ringing and we had to
plug our ears to avoid hearing damage."
- "They charged us too much and did not bring us to where they
were supposed to and made us buy expensive photos."
- "Public transport was too expensive. The number of runs on
scheduled buses is not very frequent. I spent a lot of time of
waiting for buses."