TransLink Tracker July – September 2017 Q1 October – December 2017 Q2 About TransLink
TransLink, a division of the Department of Transport and Main Roads, is responsible for leading and shaping Queensland’s overall passenger transport system. We facilitate passenger transport services for Queenslanders and aim to provide a single integrated transport network accessible to everyone. We partner with a range of service providers and government and non-government agencies throughout Queensland to deliver high quality public transport services, ticketing, information and infrastructure.
TransLink services operate in the Greater Brisbane, Sunshine and Gold Coast regions, as well as Cairns, Mackay and Toowoomba. Within South East Queensland (SEQ), TransLink operates across eight zones and seven regions. The SEQ network stretches from Gympie in the north to Coolangatta in the south and west to Helidon. In North Queensland, TransLink manages the Cairns bus network which stretches from Palm Cove in the far north, south to Gordonvale and west to Redlynch, as well as incorporating Cairns City and suburbs. TransLink also manages a network for the City of Mackay and surrounds up to the Northern Beaches, south to Sarina and west to Mirani and Toowoomba.
TransLink has state-wide responsibility for:
• mass transit including bus, train, ferry and tram across South East Queensland • buses in Cairns, Mackay, Toowoomba and other regional centres including Townsville, Rockhampton and Bundaberg • personalised transport regulation including taxi, limousines and ride-booking • long-distance rail, coaches and regulated air travel.
TransLink operates with a ‘customer first’ focus and our purpose is to create a single integrated passenger transport network accessible to everyone.
For more information
Web translink.com.au
Phone 07 3338 4000
Fax 07 3338 4001
Mail TransLink Tracker TransLink Division GPO Box 50 Brisbane Qld 4001
For timetable and public transport information, visit translink.com.au, call 13 12 30 anytime or download the MyTransLink app. Contents
2 Foreword 10 Customer satisfaction 18 Bus on-time running – by SEQ region 3 Q1 July – September 10 Overall satisfaction 2017 18 Train on-time running and 10 Safety and security services delivered 4 Patronage 10 Reliability and frequency 18 Tram punctuality and 4 Network-wide patronage 11 Comfort of ride reliability 4 Bus patronage 11 Ease of use 19 Customer enquiries 4 Bus patronage by 19 All customer enquiries SEQ region 11 Proximity 19 Journey planner customer 5 Train patronage 12 Efficiency interactions 5 Ferry patronage 12 Information 19 Customer complaints 5 Tram patronage 12 Helpfulness of staff 20 go card 5 Fare and subsidy per trip 13 Affordability 20 go card use network-wide 5 Fare and subsidy per trip 13 Accessibility 20 go card use by mode 6 On-time running and 13 go card 20 go card fixed fares services delivered 14 Passenger safety and 21 go card adjustments 6 Bus on-time running – fare revenue protection overall 21 go card customer 14 Passenger injuries complaints 6 Bus on-time running – 14 Fines and warnings by SEQ region 22 Customer satisfaction 15 Q2 October – December 6 Train on-time running and 22 Overall satisfaction 2017 services delivered 22 Safety and security 16 Patronage 6 Tram punctuality and 22 Reliability and frequency reliability 16 Network-wide patronage 23 Comfort of ride 7 Customer enquiries 16 Bus patronage 23 Ease of use 7 All customer enquiries 16 Bus patronage by 23 Proximity 7 Journey planner customer SEQ region interactions 17 Train patronage 24 Efficiency 24 Information 7 Customer complaints 17 Ferry patronage 24 Helpfulness of staff 8 go card 17 Tram patronage 25 Affordability 8 go card use network-wide 17 Fare and subsidy per trip 25 Accessibility 8 go card use by mode 17 Fare and subsidy 9 go card fixed fares per trip 25 go card 9 go card adjustments 18 On-time running and 26 Passenger safety and fare revenue protection 9 go card customer services delivered complaints 18 Bus on-time running – 26 Passenger injuries overall 26 Fines and warnings
Department of Transport and Main Roads, TransLink Tracker 2017–18 Q1 & Q2 1 Foreword
Foreword TransLink Tracker July – September 2017 October – December 2017
Welcome to the TransLink Tracker for July- September 2017 (Q1) and October – December 2017 (Q2) and my first TransLink Tracker as the new Minister for Transport and Main Roads.
I am sure all Queenslanders are still celebrating the success of the Gold Coast 2018 Commonwealth Games (GC2018). Congratulations to all athletes, volunteers and individuals involved in bringing this wonderful event to our State.
From a public transport perspective, I am pleased to confirm that South East Queensland’s public transport network performed admirably during GC2018.
Our public transport network delivered more than 5.5 million GC2018 related trips with all modes posting record passenger numbers. This was assisted by a significant increase in the number of daily services TransLink usually operates across its South East Queensland network.
G:link trams carried more than 1.1 million passengers for GC2018, nearly four times the daily average since the opening of stage two of the light rail project. The TransLink bus network delivered 2.3 million passenger journeys, and Queensland Rail carried approximately 600,000 on the Gold Coast line. In addition, the dedicated event shuttle bus network, which connected the park ‘n’ rides and transport hubs to Games venues, carried around 1.5 million spectators.
We managed to successfully cater for this substantial public transport demand by significantly boosting the timetables for trains, trams and buses. These increased services were complemented by 13 temporary park ‘n’ rides, 13 transit malls, eight transport hubs, and more than 20 dedicated shuttle bus routes connecting park ‘n’ rides and transport hubs to the venues. More than 75 per cent of CG2018 spectators utilised TransLink’s public transport network to cheer on the Commonwealth’s athletes as they competed in 275 events across 19 sports.
TransLink’s Senior Network Officers were also kept busy during the Games across the South East Queensland TransLink network, providing our public transport customers with a welcoming and streamlined experience as well as providing up-to-date transport information about GC2018 activities.
We hope that all tourists and visitors to our State using public transport during this time experienced a seamless and enjoyable journey on TransLink buses, trains and trams.
Once again, my congratulations to all of our dedicated athletes, volunteers and everyone else involved in making GC2018 such a success.
Hon Mark Bailey MP Minister for Transport and Main Roads
2 Department of Transport and Main Roads, TransLink Tracker 2017–18 Q1 & Q2 Q1 July – September 2017
Department of Transport and Main Roads, TransLink Tracker 2017–18 Q1 3 Patronage Network-wide patronage 60.00 28.09 million trips 50.00
45.84 40.00 13.82
million trips 30.00 2017–18 2016-17 2017-18 Million trips Million trips
20.00 2016–17 1.79 million trips 10.00
0.00 2.15 Q1 Q2 Q3 Q4 million trips Bus patronage
35.00 There were 45.84 million trips taken across the SEQ TransLink network 30.00 during Q1. This is a decrease of 2 per 28.09 cent or about 955,000 trips compared 25.00
with the same period the previous year. 20.00
2017–18 2016-17 The decrease in reported patronage 15.00 2017-18 Million trips can be attributed to industrial action on Million trips
Brisbane City Council bus services in 10.00 2016–17 July, August and September 2017. 5.00 The number of train trips increased by approximately 304,000 (2.2 per cent) to 0.00 Q1 Q2 Q3 Q4 13.82 million, up from 13.51 million for the same quarter last year. Bus patronage by SEQ region In comparison to the same period last year bus trips decreased by 1.39 million SEQ Region 2015-16 Q4 2016-17 Q1 2016-17 Q4 2017-18 Q1 trips (4.7 per cent) to 28.09 million. Brisbane Region 20,171,577 20,021,012 19,196,116 18,770,309 Tram patronage rose to 2.15 million this Sunshine Coast 1,359,667 1,405,278 1,307,978 1,444,806 quarter, compared with 2.06 million for Northern Region 1,518,185 1,447,040 1,303,709 1,341,950 the same period the previous year. This represents an increase of more than Eastern Region 796,813 771,516 736,207 764,540 86,000 trips or 4.2 per cent. Southern Region 1,720,497 1,690,511 1,586,662 1,649,832 Ferry trips increased to 1.79 million this Western Region 592,965 563,390 548,903 591,373 quarter, about 42,000 more than for the Gold Coast 3,466,976 3,574,803 3,284,875 3,523,016 same period the previous year. This represents an increase of 2.4 per cent. Total 29,626,680 29,473,550 27,964,450 28,085,826
4 Department of Transport and Main Roads, TransLink Tracker 2017–18 Q1 18.00
16.00
14.00 13.82 Train12.00 patronage
18.0010.00 2016-17 16.008.00
Million trips 2017-18
14.006.00 2017–18 13.82 12.004.00
2.00 2016–17 Million trips 10.00 2016-17 8.000.00
Million trips Q1 Q2 Q3 Q4 2017-18 6.00 Ferry patronage1 4.00 1.80 2.00 1.79 0.001.75 Fare and subsidy Q1 Q2 Q3 Q4 per trip 1.70
2016-17 2017–18
Million trips 1.65 2017-18 Million trips 2016–17
1.60
In Q1, the average fare per trip paid by 1.55 Q1 Q2 Q3 Q4 customers was $1.87 and the average Tram patronage Queensland Government subsidy per trip was $6.94. 2.20
2.15 The Q1 subsidy is based on network 2.15 2.10 funding from the Queensland Government of $403.97 million less 2.05 fare revenue of $85.77 million for 2.00 2017–18 2016-17 this quarter. 1.95 Million trips 2017-18 Revenues collected through fares 1.90 2016–17 Million trips made up 21.2 per cent of total funding 1.85 during Q1. 1.80
1.75 Q1 Q2 Q3 Q4
Fare8.00 and subsidy per trip
7.00
6.00
5.00
$ 4.00 Fare per trip Subsidy per trip 3.00 Subsidy per trip
$ Dollars 2.00
1.00 Fare per trip
0.00
Department of Transport and Main Roads, TransLink Tracker 2017–18 Q1 5 Bus on-time running – overall 1 2 3 100
98 95.48 95.51 95.10 94.91 95.46 96 94.54 93.66 94.53 93.26 94
Per cent On-time running Benchmark
92 On-time running Per cent Benchmark 90
88
86
Services on-time Bus on-time running – by SEQ region running and services SEQ Region 2015-16 Q4 2016-17 Q1 2016-17 Q4 2017-18 Q1 Brisbane Region 87.90 88.49 91.43 91.86 Sunshine Coast 95.56 97.25 92.70 96.14 delivered Northern Region 96.47 96.03 98.58 98.62 Eastern Region 97.75 97.92 96.88 97.37 Southern Region 82.95 85.27 85.73 88.91 95.46% bus Western Region 90.91 88.58 90.50 90.75 Gold Coast 94.32 96.70 96.19 96.51 95.37% train Train on-time running and services delivered 4 100
99.76 99.79 99.46 Train and bus operators are contracted 99 99.71 99.70 99.64 99.69 99.70 to meet benchmarks for on-time running. 98.57 98 98.43
Bus on-time running for Q1 was 95.46 Benchmark 97 97.65 97.85 97.64 per cent. The quarterly figure continues 96 On-time running to perform above the 90 per cent 96.43 Per cent Services delivered benchmark set by TransLink. 95 95.37 94.90 Benchmark Per cent 94
Peak on-time running for trains this On-time running Services delivered 94.03 quarter was 95.37 per cent. The 93 93.43
benchmark for on-time running of 92 CityTrain services in peak times is 95 per cent.
Tram measures are similar to those 5 Tram101 punctuality and reliability for train and are presented in terms 101 of punctuality and reliability.
In Q1, punctuality was 99.98 per cent 100.00 99.96 100.00 99.95 100.00 100.00 100 100.00 100.00 100.00 100.00 99.96 99.73 99.95 and reliability was 100 per cent. 100 100 99.61 99.98 100 99.73 99.95 99.94 99.90 100 99.61 99.98 100 99.72 99.95 99.94 99.90 Reliability This tram data is also reported online at 99.60 Per cent 99.20 99.72 Punctuality 99.60 http://ridetheg.com.au/get-up-to-date/ Per cent 99.20 Punctuality 99 Reliability 99 Reliability Per cent 99
99 Punctuality
98 98
Footnote 1 Within six minutes (after) or two minutes (before) the scheduled arrival time. 2 Results for the current quarter are subject to change and updated results may appear in subsequent editions of this document. Results are updated following review as mandated under the terms of the operator contract. 3 On-time running for bus includes events that would normally be classified as out of the control of the operator. 6 Department of Transport and Main Roads, TransLink Tracker 2017–18 Q1 All customer enquiries 6 Customer enquiries 16
14
12 10 14.39 million 8
13 12 30 & app Website 6 Website 4 More than 14.39 million customer 13 12 30 sessions and enquiries were received 2 Customer interactions (million) via the TransLink website and contact Customer interactions (million) interactions Customer 0 centre in Q1.
This comprised 14.05 million website sessions and more than 331,656 calls Journey planner customer interactions 6 to TransLink’s 24-hour contact centre.
12 Website sessions were 13 per cent higher than in Q1 2016-17. 10 Website sessions regarding journey 8 planning rose 11.2 per cent from Q1 2016-17 to 11.03 million. 6 Website & app Website 13 12 30 Journey planning enquiries to the 4 Website contact centre via phone rose 21.1 per Customer interactions (million) 13 12 30
Customer interactions (million) 2 cent up from about 147,544 to 178,638 for the same period in 2016-17. 0 In Q1, journey planning accounted for 78 per cent of all TransLink website sessions and enquiries to the contact Customer complaints centre. This figure is made up of 78.5 per cent of all visits to the website and 4.0 53.9 per cent of all enquiries to the 3.5 contact centre. 3.0 Overall customer complaints this 2.5 quarter were 2.32 per 10,000 trips. 2.0 Ticketing complaints were 0.12 per
Per 10,000 trips 1.5 10,000 trips, which is a component Per 10 000 trips
1.0 of the overall figure.
0.5 Customers have access to public
0.0 transport information at their fingertips from translink.com.au, through their mobile on the MyTransLink app, or by calling 13 12 30.
Footnote 4 Less than four minutes after the scheduled arrival times on all lines, except Gold Coast and Sunshine Coast where the benchmark is within six minutes. 5 Tram does not have an individual on-time running benchmark. Instead, performance levels are monitored through punctuality and reliability measures. 6 Results reported in this graph are for the entire TransLink network across the state.
Department of Transport and Main Roads, TransLink Tracker 2017–18 Q1 7 go card use network-wide
88
87 Per cent
86 Per cent of all trips
85
go card go card use by mode 86.5 % 45
of all trips 40
35
The go card was used on 86.5 per 30 Tram cent of all trips taken across the 25 Light Rail TransLink Division public transport 20 Ferry Ferry Train
network during Q1, down slightly from Million go card trips
Million go card trips15
86.8 per cent for the same quarter Bus Train 10 last year. 5 Bus
The total number of go card trips has 0 decreased by about 997,000 or 2.5 per cent compared to the same quarter in 2016-17.
In Q1 2016-17, the total number of recorded go card trips was 40.64 million compared to the 39.64 million go card trips recorded in Q1 2017-18.
The drop in go card use for this period could be attributed to the Brisbane City Council bus driver industrial action in July, August and September.
8 Department of Transport and Main Roads, TransLink Tracker 2017–18 Q1 go card fixed fares
5.0
4.0
3.0 Per cent 2.0
1.0 Per cent of all go card trips
0.0
go card adjustments Fixed fares only
30 1.83 % of trips 25
20 The number of fixed fares - no recorded 15 touch on or touch off for the go card trip – is 1.83 per cent of all trips, up from 10
Per 10 000 go card trips 1.67 per cent in Q4 2016-17. 5 Per 10,000 go card trips Customers who experience issues 0 with their go card or wish to query their transactions can submit an enquiry through the TransLink website translink.com.au or phone TransLink’s 1 go card customer complaints 24-hour contact centre on 13 12 30.
0.25
0.20
0.15
0.10 Per 10 000 go card trips Per 10,000 go card trips 0.05
0.00
Footnote 1 Q1 2015-16 data onwards reflects a significant drop in go card complaints mainly due to a category update. Prior to Q1 standard transaction requests, including balance transfers, were inaccurately categorised as complaints.
Department of Transport and Main Roads, TransLink Tracker 2017–18 Q1 9 Overall satisfaction
90
85
80
75
70 Bus Ferry Train 65
Train Train Ferry 60
55 Bus
50
Customer satisfaction Safety and security
90
85
80
75 The quarterly customer satisfaction 70 Ferry Bus survey undertaken by TransLink 65 Train measures and compares changes in the Train Ferry opinions of public transport users across 60 Bus
SEQ. The survey measures satisfaction 55 with bus, train and ferry services and is 50 conducted by an independent market research company.
Due to different survey questions and methodology, tram customer satisfaction Reliability and frequency is unable to be aligned with bus, train
and ferry results and is not reported in 90 TransLink Tracker. 85
80
75
70 Bus Ferry
Train 65 Train Train Ferry 60 Bus 55
50
10 Department of Transport and Main Roads, TransLink Tracker 2017–18 Q1 Comfort of ride
90
85
80
75
70 Bus Ferry Train 65
Train Train Ferry 60 Bus 55
50
Ease of use
90
85
80
75 Satisfaction levels of 75 and above are 70 Bus Ferry classed ‘best practice’, while 60 and Train 65 above is considered to be ‘satisfactory’.
Train Train Ferry 60 This report records an overall Bus 55 satisfaction result and results from 10 50 categories for bus, train and ferry. Each category is made up of a sub-category and the sub-category score for go card is also recorded in this report.
Proximity Changes may be within the margin
90 of error for the survey and do not necessarily represent a statistically 85 significant change in satisfaction levels. 80 Monthly customer satisfaction results 75 are reported at: https://publications.
70 Ferry Bus qld.gov.au/dataset/translink-public- Train 65 transport-performance-snapshots Train Train Ferry 60 Bus 55
50
Department of Transport and Main Roads, TransLink Tracker 2017–18 Q1 11 Efficiency
90
85
80
75
70 Bus Ferry Train 65 Ferry Train Train 60
55 Bus
50
TransLink People’s Choice Award Information TransLink’s inaugural People’s Choice 90 Award was launched in December 85 2017. The award recognises bus drivers who go above and beyond to enhance 80 our customer’s experience on public 75
transport. Over 250 nominations were 70 Bus Ferry received from across the state, and five Train 65 drivers were shortlisted. Nominations Ferry Train Train were assessed against a number of 60
areas, including positive customer 55 Bus
impact, excellence in customer care and 50 having a customer-focused attitude.
Customers voted on the five finalists with more than 4000 votes cast. The winner was announced on Sunday Helpfulness of staff 6 May at the Queensland Bus Industry 90 Council’s awards night held on the Sunshine Coast. 85
80 The winner was Ella Reid (pictured above) from Clarks Logan City Bus 75 Service. The only female finalist, 70 Bus Ferry Train Ms Reid’s win was fitting recognition 65
of her outstanding efforts to make the Train Ferry 60 public transport experience a positive Bus 55 one for her customers. 50
12 Department of Transport and Main Roads, TransLink Tracker 2017–18 Q1 Department of Transport andMain Roads, TransLink go card Accessibility Affordability 50 55 60 65 70 75 80 85 90 40 45 50 55 60 65 70 75 80 50 55 60 65 70 75 80 85 90 Tracker 2017–18 Q1
Bus Train Ferry Bus Train Ferry Bus Train Ferry Ferry Train Bus Ferry Train Bus Ferry Train Bus 13 Passenger injuries 2
0.14
0.12
0.10
0.08
Train Tram
0.06 Bus Per 10, 000 trips Per 10 000 trips Bus 0.04 Light Rail
0.02 Train
0.00 Passenger safety and
fare evasion Fines and warnings 1
16000
14000
12000
10000
8000 Issued Issued Fines Senior Network Officers are a key 6000 Warnings Warnings component of TransLink’s strategy 4000
to protect fare revenue and improve 2000 Fines customer service and safety on all 0 modes of public transport.
There are currently 59 Senior Network Officers on the TransLink SEQ network, following the recruitment of an additional nine officers in late 2016. These Senior Network Officers work alongside 19 Queensland Rail Authorised Officers, 70 Queensland Police Service Rail Squad Officers and 27 G:link Customer Service Officers covering bus, rail, tram and ferry services on the TransLink SEQ network.
This combined workforce issued 5532 fines and 12,643 warnings during the first quarter of 2017-18.
Footnote 1 Data is subject to change due to ongoing incident investigation and processing times.
14 Department of Transport and Main Roads, TransLink Tracker 2017–18 Q1 Q2 October – December 2017
Department of Transport and Main Roads, TransLink Tracker 2017–18 Q2 15 Patronage Network-wide patronage 60.00 27.07 million trips 50.00
45.84 43.30 40.00 12.48
million trips 30.00 2017–18 2016-17 2017-18 Million trips Million trips
20.00 2016–17 1.67 million trips 10.00
0.00 2.08 Q1 Q2 Q3 Q4 million trips Bus patronage
35.00 There were 43.30 million trips taken across the TransLink network in 30.00
SEQ during quarter two of the 28.09 25.00 27.07 2017-18 financial year. This is an
increase of 2 per cent or about 20.00
860,000 trips compared with 2017–18 2016-17 15.00 2017-18 the same period the previous year. Million trips Million trips
While patronage numbers for all 10.00 2016–17 modes dipped in comparison to the previous quarter the graphs show 5.00
that this reduction is consistent with 0.00 last year’s trend and is as a result Q1 Q2 Q3 Q4 of seasonal changes (for example, school holidays) in patronage. Bus patronage by SEQ region
SEQ Region 2016-17 Q1 2016-17 Q2 2017-18 Q1 2017-18 Q2 Brisbane Region 20,021,012 17,909,715 18,770,309 18,290,034 Sunshine Coast 1,405,278 1,307,975 1,444,806 1,342,260 Northern Region 1,447,040 1,273,290 1,341,950 1,254,405 Eastern Region 771,516 706,555 764,540 702,911 Southern Region 1,690,511 1,528,854 1,649,832 1,520,559 Western Region 563,390 466,680 591,373 586,071 Gold Coast 3,574,803 3,397,530 3,523,016 3,372,675 Total 29,473,550 26,590,599 28,085,826 27,068,915
16 Department of Transport and Main Roads, TransLink Tracker 2017–18 Q2 Train18.00 patronage 16.00
14.00 13.82 12.00 12.48 10.00 2016-17 8.00 2017–18
Million trips 2017-18 Million trips 2017-18
6.00 Million trips
4.00 2016–17
2.00
0.00 Q1 Q2 Q3 Q4 Ferry patronage Fare and subsidy 1.80
1.79 per trip 1.75
1.70 2017–18 1.67 2016-17
Million trips 1.65 2017-18 Million trips
2016–17 In Q2, the average fare per trip paid
1.60 by customers was $1.89 and the average Queensland Government
1.55 subsidy per trip was $7.55. Q1 Q2 Q3 Q4 Tram patronage The Q2 subsidy was based on 2.20 network funding from the Queensland Government of $408.72 million less 2.15 2.15 fare revenue of $81.62 million for 2.10 the quarter. 2.08 2.05 Revenue collected through fares 2.00 2017–18 made up 20 per cent of total 1.95 2016-17
Million trips 2017-18 funding during Q2.
Million trips 1.90 2016–17
1.85
1.80
1.75 Q1 Q2 Q3 Q4 Fare and subsidy per trip 8.00
7.00
6.00
5.00
$ 4.00 Fare per trip 3.00 Subsidy per trip Subsidy per trip $ Dollars 2.00
1.00 Fare per trip
0.00
Department of Transport and Main Roads, TransLink Tracker 2017–18 Q2 17 Bus100 on-time running – overall 1 2 3
98
96 94.93 95.48 94.91 95.46 94 94.54 94.53 93.66 93.26 Per cent 92 On-time running Benchmark Per cent 90 Benchmark On-time running
88
86
1 Within six minutes after or two minutes before the scheduled arrival time. 2 Results are updated following review as mandated in the operator contract. Updated results may appear in subsequent editions of the TransLink Tracker. On-time running and 3 On-time running for bus includes events that would normally be classified as out of the control of the operator. services delivered Bus on-time running – by SEQ region SEQ Region 2016-17 Q1 2016-17 Q2 2017-18 Q1 2017-18 Q2 Brisbane Region 88.49 88.81 91.86 91.13 94.93% bus Sunshine Coast 97.25 94.51 96.14 95.50 Northern Region 96.03 99.24 98.62 98.05 96.51% train Eastern Region 97.92 98.08 97.37 97.03 Southern Region 85.27 87.24 88.91 87.25 Western Region 88.58 93.80 90.75 94.75 Train and bus operators are contracted Gold Coast 96.70 97.32 96.51 96.97 by the Queensland Government to 4 meet benchmarks for on-time running. Train on-time running and services delivered 100 Bus on-time running for Q2 was 99.79 99.70 99.64 99.69 99.46 99.70 99.71 99 94.93 per cent. The quarterly figures 98.57 continues to perform above the 98 97.85 97.64 90 per cent benchmark set by 97 TransLink. On-time running 96.51 Services Benchmark 96 96.43 On-time Benchmark
Per cent Services delivered Peak on-time running for trains this 95.37 95 On-time benchmark quarter was 96.51 per cent with Per cent 94.90 94 Services benchmark services delivered achieving 94.03 93.43 93
99.71 per cent. The benchmark for On-time running Services delivered on-time running of CityTrain services 92 in peak times is 95 per cent. On-time running and services delivered for 4 On-time running refers to inbound morning peak services and outbound afternoon peak services arriving at their trains were both above the benchmarks destinations less than four minutes after the scheduled arrival time on all lines, except Gold Coast and Sunshine Coast for the first two quarters of 2017-18. where the benchmark is less than six minutes, both adjusted to exclude events outside of the control of the operator. Tram punctuality and reliability Tram measures are similar to those 101 for train and are presented in terms of punctuality and reliability. In Q2, Tram punctuality was 99.99 per cent 99.96 100 99.95 100 100 100 100 and reliability was 100 per cent. 99.73 99.61 99.98 99.99 100 100 99.94 99.90 Tram data is also reported online at 100 99.60 Reliability http://ridetheg.com.au/get-up-to-date/ Per cent Punctuality Reliability
Per cent 99 Punctuality
98
18 Department of Transport and Main Roads, TransLink Tracker 2017–18 Q2 All customer enquiries 1 2 Customer enquiries 20 18 16 14 16.67 million 12 10 13 12 30
8 & app Website Website & App 6 Almost 16.67 million customer sessions 4 and enquiries were received via the 13 12 30
Customer interactions (million) 2 TransLink website, app and contact Customer interactions (million) interactions Customer 0 centre in Q2.
This comprised 16.37 million website and app sessions and more than 1 Results reported in this graph are for the entire TransLink network across the state. 298,000 calls to TransLink’s 24-hour 2 MyTransLink app sessions are now included in TransLink Tracker data to accurately represent the shift in traffic across digital channels. contact centre. Journey planner customer interactions 2 Website and app sessions were 30 per cent higher than in Q2 2016-17. 18
16 Website and app journey planning
14 sessions rose 37 per cent from Q2
12 2016-17 to 13.68 million for Q2 2017-18. 10 Journey planning enquiries to the 8 contact centre via phone decreased
13 12 30 & app Website 6 by nearly 3 per cent from 172,346 Website & App 4
Customer interactions (million) to 167,195 for the same quarter in
2 13 12 30 2016-17.
Customer interactions (million) 0 In Q2, journey planning accounted for 83 per cent of all TransLink website and app sessions and enquiries to 2 MyTransLink app sessions are now included in TransLink Tracker data to accurately represent the contact centre. This figure is made the shift in traffic across digital channels. up of 83.6 per cent of all visits to the Customer complaints website and app, and 56 per cent of 4.0 all enquiries to the contact centre.
3.5 Overall customer complaints this 3.0 quarter were 2.26 per 10,000 trips, 2.5 which is a slight decrease from the 2.0 previous quarter. Ticketing complaints
1.5
Per 10 000 trips were 0.08 per 10,000 trips. These
1.0 complaints are also included in the Per 10,000 trips 0.5 total complaints figure above. 0.0 Customers have access to public transport information at their fingertips from translink.com.au, through their mobile on the MyTransLink app, or by calling 13 12 30.
Department of Transport and Main Roads, TransLink Tracker 2017–18 Q2 19 go card use network-wide
88
87 Per cent
86 Per cent of all trips
85
go card go card use by mode
86.4 % 45 of all trips 40 35
30 Our customers used go card on 86.4 per cent of all trips taken 25 Tram Tram across the TransLink public transport 20 Ferry Ferry Train
network during Q2, down slightly Million go card trips15
Train Train Bus from 86.6 per cent for the same 10 Million go card trips
quarter last year. Bus 5
Despite the slight decline in overall 0 percentage of trips using go card, the total number of go card trips has increased by about 669,000 or 1.8 per cent compared to the go card fixed fares same quarter in 2016-17.
3.0 In Q2 2017-18, the total number of recorded go card trips was 37.42 million compared to the 36.75 million go card trips recorded in Q2 2016-17. 2.0 Per cent
Fixed fares only 1.0 1.72 % of trips Per cent of all go card trips 0.0
The number of fixed fares – no recorded touch on or touch off for the go card trip – is 1.72 per cent of all trips, down from 1.78 per cent in Q2 2016-17.
20 Department of Transport and Main Roads, TransLink Tracker 2017–18 Q2 go card adjustments
30
25
20
15
10 Per 10 000 go card trips
5 Per 10,000 go card trips 0
go card customer complaints
0.25
0.20 There was a continuing decline in the 0.15 volume of go card adjustments per 10,000 trips. 0.10 go card customer complaints per 10,000
Per 10 000 go card trips trips decreased from 0.12 in Q1 to 0.08 0.05 in Q2. This has been following a steady Per 10,000 go card trips downward trend since Q3 2016-17. 0.00 Customers who experience issues with their go card or wish to query their transactions can submit an enquiry through the TransLink website: translink.com.au or phone TransLink’s 24-hour contact centre on 13 12 30.
Department of Transport and Main Roads, TransLink Tracker 2017–18 Q2 21 Overall satisfaction
90
85
80
75 Ferry 70 Bus
65 Train Train Train Ferry 60 Bus 55
50
Customer satisfaction Safety and security
90
85
80
75
Customer satisfaction with TransLink 70 Bus Ferry
bus, train and ferry services in South 65 Train Train Train East Queensland Ferry 60 Bus The TransLink customer satisfaction 55 survey measures customer satisfaction 50 with TransLink bus, train and ferry services in SEQ. The survey is conducted by an independent market research company.
Satisfaction levels of 75 and above are Reliability and frequency classed ‘best practice’, while 60 and 90 above is considered to be ‘satisfactory’. The survey measures satisfaction 85 across 10 categories: safety, reliability 80 and frequency, comfort of ride, ease of 75 Ferry use, proximity, efficiency, information, 70 Bus
staff, affordability and accessibility. 65 Train Train Train Ferry 60 Bus 55
50
22 Department of Transport and Main Roads, TransLink Tracker 2017–18 Q2 Comfort of ride
90
85
80
75
70 Ferry Bus
65 Train Train Train Ferry 60 Bus 55
50
Ease of use
90
85
80 Overall satisfaction with TransLink 75 bus, train and ferry services in SEQ Ferry 70 Bus remained stable across the three modes
65 Train in Q2 2017-18: Train Train Ferry 60 • Overall satisfaction with SEQ bus is Bus 55 stable at 73 (out of 100) and all ten
50 categories remained stable when compared to the previous quarter. • Overall satisfaction with train services is stable at 70 (out of 100). Satisfaction with the efficiency of Proximity services increased and the other nine categories remained stable. 90 • Overall satisfaction with ferry 85 services is stable at 81 (out of 80 100) and all ten categories 75 remained stable. Ferry 70 Bus
65 Train Train Train Ferry 60 Bus 55
50
Department of Transport and Main Roads, TransLink Tracker 2017–18 Q2 23 Efficiency
90
85
80
75 Ferry 70 Bus
65 Train Train Train Ferry 60 Bus 55
50
Customer satisfaction survey results are tested for statistical significance. This Information test identifies whether a change in the score can be considered an increase 90 or decrease, or should be regarded as 85 a stable result. 80
Due to different survey questionnaire 75 Ferry and methodology, tram customer 70 Bus
satisfaction results are not included 65 Train Train Train in the TransLink survey and are not Ferry 60 reported in the TransLink Tracker. Bus 55
Monthly customer satisfaction 50 results are reported here: https://publications.qld.gov.au/ dataset/TransLink-publictransport- performance-snapshots Helpfulness of staff
90
85
80
75 Ferry 70 Bus
65 Train Train Train Ferry 60 Bus
55
50
24 Department of Transport and Main Roads, TransLink Tracker 2017–18 Q2 Affordability
80
75
70
65 Ferry 60 Bus
Train
55 Train Ferry 50 Bus
45
40
Helensvale bus station
An important component of the success Accessibility of the Gold Coast 2018 Commonwealth
90 Games (GC2018) was the completion
85 of Stage 1 of the $14 million revamp of Helensvale bus station. 80
75 Thanks to the Stage 1 upgrade, the
Ferry station now boasts new bus shelters, 70 Bus improved pedestrian safety, increased 65 Train Train Train Ferry accessible parking spaces, improved 60
Bus signage, bus driver facilities and upgraded 55 park ‘n’ ride spaces. During GC2018, 50 Helensvale station worked as a key transport hub providing first-class access to all modes of transport for visitors and spectators. The station played a key role go card in transporting spectators to competition venues including the Hockey and Aquatic 90 centres via shuttle buses and provided 85 a seamless, simple transfer to trams
80 to access games venues at Labrador,
75 Southport and Broadbeach. Ferry 70 Bus Helensvale is a major hub for the Northern
65 Train Gold Coast region, serviced by 11 urban Train Train Ferry bus routes. More than 3,600 passengers 60 Bus catch a bus from Helensvale station every 55 day, including on the popular TX7 theme 50 park service and high frequency route 704 to Main Beach and Sea World.
Stage 2 upgrades to Helensvale started on April 30 2018, including new taxi rank and kiss ‘n’ ride facilities with sheltered waiting areas, improvements to short-term parking, lighting and CCTV facilities, 50 additional sheltered bicycle parking racks, and landscaping and fencing.
Department of Transport and Main Roads, TransLink Tracker 2017–18 Q2 25 Passenger injuries 1
0.10
0.08
0.06
Train Tram 0.04 Bus Per 10 000 trips Per 10, 000 trips
Bus Tram 0.02 Train Train
0.00
Passenger safety 1 Tram injuries were unusually high in Q2 2017-18 due to an increase in recorded trips and and fare revenue falls at University Hospital station. protection Fines and warnings 2 16000
14000
12000
10000
8000 Issued
Issued Fines Warnings 6000 Senior Network Officers are a key Warnings
component of TransLink’s strategy 4000 Fines to protect fare revenue and improve 2000
customer service and safety on all 0 modes of public transport.
TransLink’s 55 Senior Network Officers 2 operate across the TransLink SEQ Data is subject to change due to ongoing incident investigation and processing times. network alongside 22 Queensland Rail Authorised Officers, 78 Queensland Police Service Rail Squad Officers and 32 Gold Coast G:link Customer Service Officers. Senior Network Officers work across the bus, rail, tram and ferry services to protect fare revenue and improve customer service and safety on all modes of public transport.
In Q2 2017-18, the combined workforces issued a total of 4869 fines and 14,251 warnings.
26 Department of Transport and Main Roads, TransLink Tracker 2017–18 Q2 Department of Transport and Main Roads, TransLink Tracker 2017–18 Q2 27 13 QGOV (13 74 68) www.translink.com.au | www.qld.gov.au