publications - translink tracker...6 department of transport and main roads, translink tracker...

TransLink TrackerJanuary – March 2017 Q3

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

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 and Mackay. Within South East Queensland (SEQ),

TransLink operates across eight zones and seven regions. The 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.

TransLink has state-wide responsibility for:

• mass transit including bus, train, ferry and tram across South East Queensland

• buses in Cairns and Mackay and other regional centres including Townsville,

Rockhampton and Bundaberg

• active transport (cycling and walking)

• 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 creating a single

integrated passenger transport network accessible to everyone.

For timetable and public transport information, visit translink.com.au

or call 13 12 30 anytime.

1Department of Transport and Main Roads, TransLink Tracker 2016–2017 Q3

Contents

2 Foreword

4 Patronage

4 Total network-wide patronage – quarterly

4 Bus patronage – quarterly

4 Bus patronage by SEQ region

5 Train patronage – quarterly

5 Ferry patronage – quarterly

5 Tram patronage – quarterly

5 Fare and subsidy per trip

6 Services on-time running and services delivered

6 Bus on-time running – Overall

6 Bus on-time running – by SEQ region

6 Train on-time running and services delivered

6 Tram punctuality and reliability

7 Customer enquiries

7 Total customer interactions

7 Journey planner customer interactions

7 Customer complaints

8 go card

8 go card use network-wide

8 go card use by mode

9 go card fixed fares

9 go card adjustments

9 go card customer complaints

10 Customer satisfaction

10 Overall satisfaction

10 Safety and security

10 Reliability and frequency

11 Comfort of ride

11 Ease of use

11 Proximity

12 Efficiency

12 Information

12 Helpfulness of staff

13 Affordability

13 Accessibility

13 go card

14 Passenger safety and fare evasion

14 Fines and warnings

14 Passenger injuries

2 Department of Transport and Main Roads, TransLink Tracker 2016–2017 Q3

Welcome to the third edition of TransLink Tracker for 2016/17.I am delighted to report that this quarter we saw customer satisfaction with affordability increase to the highest level recorded since 2012 (see pages 12 and 13). This is an excellent result and a strong indication that customers are seeing the benefit of the Queensland Government’s Fairer Fares package.

Since it was introduced on 19 December 2016, Fairer Fares has delivered more than $22 million in savings to South East Queensland commuters and families. More than 53 million trips across the TransLink network have been eligible for savings from the Fairer Fares package since it was introduced, with customers on average saving 43 cents per trip.

The Queensland Government’s decision to make weekend travel free for children under the age of 15 with a go card has also proved extremely popular. From 19 December 2016 to 30 April 2017, more than 238,000 passenger trips have been eligible for this Fairer Fares travel incentive, saving families more than $339,000.

Customers have also embraced the extension to the 20 per cent off-peak discount period. The first four months of Fairer Fares saw more than 760,000 eligible weekday off-peak trips made. This is more than 90,000 more trips than for the same period last year – an increase of 13.5 per cent or an additional 984 off-peak weekday trips every day.

We have seen a 29 per cent increase in the number of customers benefiting from the ‘8 and 50 per cent’ incentive with almost 3.8 million passenger journeys attracting this saving. There have been about 751,000 more trips that have qualified for ‘8 and 50 per cent’ than would have benefitted from the previous ‘Nine and Free’.

As part of Fairer Fares, the Queensland Government has also delivered on its commitment to reduce public transport fares for job seekers and asylum seekers, providing eligible applicants with a 50 per cent discount. These concessions encourage travel across the Queensland public transport network connecting job seekers with employment services and job interviews and asylum seekers with access to important services like education and settlement support services. By reducing the cost of public transport for job seekers and asylum seekers, we are delivering on our promise made under Fairer Fares to help those in our community who are often doing it tough.

The Queensland Government’s Fairer Fares initiative is the most significant change to South East Queensland’s public transport network in a decade. The results following the introduction of this initiative prove that we are delivering real cost of living relief for Queenslanders.

JACKIE TRAD MP

Deputy Premier, Minister for Transport and Minister for Infrastructure and Planning

Foreword


Mill

ion

tri

ps

Network-wide patronage – quarterly

27.67 million trips

12.50 million trips

1.64 million trips

1.95

million trips

Patronage

There were 43.77 million trips taken

across the SEQ TransLink network

during Q3. This is an increase of

1.2 per cent or about 534,000 trips

compared with the same period the

previous year.

Bus patronage rose 1.1 per cent or

more than 294,000 trips to 27.67 million

compared to the same quarter last year.

The number of train trips increased by

approximately 286,000 (2.4 per cent)

to 12.50 million, up from 12.21 million

for the same quarter last year.

Light rail patronage rose to 1.95 million

this quarter, compared with 1.93 million

for the same period the previous year.

This represents an increase of more

than 21,000 trips or 1.1 per cent.

Ferry trips decreased by almost

70,000 or 4 per cent over the same

comparative period. As a result of

the Kingsford Smith Drive upgrade,

operating speeds on Citycat’s travelling

north of Bulimba have been lowered,

resulting in less frequency of service.

Mill

ion

tri

ps

Bus patronage – quarterly

Bus patronage by SEQ region

201

5–20

16

201

6–20

17 2

015–

2016

2

016–

2017

SEQ Region 2015-16 Q2 2015-16 Q3 2016-17 Q2 2016-17 Q3

Brisbane Region 18,167,850 18,290,824 17,909,715 18,627,175

Sunshine Coast 1,334,745 1,294,742 1,307,975 1,340,483

Northern Region 1,397,966 1,374,415 1,273,290 1,345,499

Eastern Region 709,697 723,832 706,555 759,816

Southern Region 1,580,609 1,568,864 1,528,854 1,585,917

Western Region 542,960 539,844 466,680 523,900

Gold Coast 3,508,237 3,585,945 3,397,530 3,490,286

Total 27,242,064 27,378,466 26,590,599 27,673,076

46.79

42.44 43.77

0.00

10.00

20.00

30.00

40.00

50.00

60.00

Q1 Q2 Q3 Q4

Milliontrips

2015-16

2016-17

29.4726.59

27.67

0.00

5.00

10.00

15.00

20.00

25.00

30.00

35.00

Q1 Q2 Q3 Q4

Milliontrips

2015-16

2016-17


Footnote

1 Ferry patronage data for Q1-Q3 of 2014-15 reflects reduced patronage due to the closure of various Brisbane City Council ferry terminals for reconstruction works. These customers returned to the network in Q1 2015/16.

Mill

ion

tri

ps

Light rail patronage – quarterly

201

5–20

16

201

6–20

17

Mill

ion

tri

ps

2

015–

2016

2

016–

2017

Mill

ion

tri

ps

201

5–20

16

201

6–20

17

$ D

olla

rs

Fare and subsidy per trip

Far

e pe

r tr

ip

Sub

sidy

per

trip

In Q3, the average fare per trip paid by

customers was $1.87 and the average

Queensland Government subsidy per

trip was $7.35.

The Q3 subsidy is based on network

funding from the Queensland

Government of $402.8 million less

fare revenue of $81.77 million for this

quarter.

Revenues collected through fares

made up 20.3 per cent of total funding

during Q3.

Train patronage – quarterly

Ferry patronage – quarterly1

1.75

1.661.64

1.45

1.50

1.55

1.60

1.65

1.70

1.75

1.80

Q1 Q2 Q3 Q4

Milliontrips

2015-16

2016-17

2.062.03

1.95

1.60

1.65

1.70

1.75

1.80

1.85

1.90

1.95

2.00

2.05

2.10

Q1 Q2 Q3 Q4

Milliontrips

2015-16

2016-17

0.00

1.00

2.00

3.00

4.00

5.00

6.00

7.00

8.00

2014-15Q4

2015-16Q1

2015-16Q2

2015-16Q3

2015-16Q4

2016-17Q1

2016-17Q2

2016-17Q3

$

Farepertrip

Subsidypertrip

Fare and subsidy per trip

13.51

12.16

12.50

0.00

2.00

4.00

6.00

8.00

10.00

12.00

14.00

16.00

18.00

Q1 Q2 Q3 Q4

Milliontrips

2015-16

2016-17

13.51

12.16

12.50

0.00

2.00

4.00

6.00

8.00

10.00

12.00

14.00

16.00

18.00

Q1 Q2 Q3 Q4

Milliontrips

2015-16

2016-17


Footnote1 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.

97.92% bus

94.90% train

Services on-time running and services delivered

Train and bus operators are contracted

to meet benchmarks for on-time

running.

Bus on-time running for Q3 was 97.92

per cent. The quarterly figure continues

to perform above the 90 per cent

benchmark set by TransLink Division.

Peak on-time running for trains this

quarter was 94.90 per cent. The

benchmark for on-time running of

CityTrain services in peak times is

95 per cent.

Tram data is presented as punctuality

and reliability instead of on-time running.

Punctuality is a measure of how close

to timetable the trams run, whereas

reliability is a measure of whether a

scheduled service actually ran.

In this quarter, punctuality was 99.94 per

cent and reliability was 99.95 per cent.

This tram data is also reported online at

http://ridetheg.com.au/get-up-to-date/

Per

cen

t

Punctuality and reliability - light rail 5

Pun

ctua

lity

R

elia

bilit

y

Per

cen

t

B

ench

mar

k O

n-tim

e ru

nnin

g

Bus on-time running – overall 1 2 3

On-

time

runn

ing

S

ervi

ces

deliv

ered

B

ench

mar

k

Per

cen

t

On-time running and services delivered - train 4

Bus on-time running – by SEQ region

SEQ Region 2015-16 Q2 2015-16 Q3 2016-17 Q2 2016-17 Q3Brisbane Region 83.97% 86.27% 88.81% 92.20%Sunshine Coast 94.86% 95.33% 94.51% 96.72%Northern Region 97.55% 96.83% 99.24% 99.60%Eastern Region 98.04% 97.24% 98.08% 98.49%Southern Region 91.84% 90.82% 87.24% 97.87%Western Region 92.32% 92.79% 93.80% 95.03%Gold Coast 97.63% 94.30% 97.32% 98.27%

100 99100 99.96 99.72 99.95 99.60 99.94

99.6799.20

100.00 99.96 99.73 100.00 99.61 99.95

86

88

90

92

94

96

98

100

2014-15Q4

2015-16Q1

2015-16Q2

2015-16Q3

2015-16Q4

2016-17Q1

2016-17Q2

2016-17Q3

Percen

t

Punctuality

Reliability

100 99100 99.96 99.72 99.95 99.60 99.94

99.67 99.20 100.00 99.96 99.73 100.00 99.61 99.95

86

88

90

92

94

96

98

100

2014-15Q4

2015-16Q1

2015-16Q2

2015-16Q3

2015-16Q4

2016-17Q1

2016-17Q2

2016-17Q3

Percen

t

Punctuality

Reliability


Footnote4 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.

14.41 million

Customer enquiries

More than 14.41 million customer

enquiries were received via the

TransLink Division website and contact

centre in Q3, eclipsing the previous

record of 12.91 million set in Q2 2016-17.

This comprised of 14.05 million enquiries

to the website and more than 359,703

enquiries to the TransLink Divisions 24/7

contact centre. Website enquiries were

20 per cent higher than in Q3 2015/16.

Enquiries to the contact centre via the

website regarding the Journey Planner

rose 17.4 per cent from Q3 2015/16’s

mark to 10.90 million.

Enquiries to the contact centre via phone

rose 3.3 per cent up from about 173,080

to 178,871.

In Q3, TransLink’s journey planner

accounted for 76.9 per cent of all

enquiries received through the website

and contact centre.

Journey Planner is made up of 77.6 per

cent of all visits to the website and 49.7

per cent of all enquiries to the contact

centre.

Overall customer complaints this quarter

were 3.07 per 10,000 trips.

go card complaints were 0.20 per

10,000 go card trips.

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.

Cu

sto

mer

inte

ract

ion

s (m

illio

n)

Journey planner customer interactions 6

Per

10,

000

trip

s

Customer complaints

13

12 3

0

Web

site

Cu

sto

mer

inte

ract

ion

s (m

illio

n)

Total customer interactions 6

13

12 3

0

Web

site

0

2

4

6

8

10

12

14

16

2014-15Q4

2015-16Q1

2015-16Q2

2015-16Q3

2015-16Q4

2016-17Q1

2016-17Q2

2016-17Q3

Custom

erinterac.o

ns(m

illion)

131230

Website

0

2

4

6

8

10

12

2014-15Q4

2015-16Q1

2015-16Q2

2015-16Q3

2015-16Q4

2016-17Q1

2016-17Q2

2016-17Q3

Custom

erinterac.on

s(million)

131230

Website

0.0

0.5

1.0

1.5

2.0

2.5

3.0

3.5

4.0

2014-15Q4

2015-16Q1

2015-16Q2

2015-16Q3

2015-16Q4

2016-17Q1

2016-17Q2

2016-17Q3

Per1

000

0trips


86.2 % of all trips

go card

The go card was used on 86.2 per cent

of all trips taken across the TransLink

Division public transport network during

Q3, down slightly from 86.4 per cent for

the same quarter last year.

However the total number of go card

trips has increased by about 362,000

compared with the same quarter in

2015-16.

go card use network-wide

Per

cen

t o

f al

l tri

ps

go card use by mode

Mill

ion

go

car

d t

rip

s

Bus

T

rain

F

erry

T

ram

85

86

87

2014-15Q4

2015-16Q1

2015-16Q2

2015-16Q3

2015-16Q4

2016-17Q1

2016-17Q2

2016-17Q3

Percen

t

0

5

10

15

20

25

30

35

40

45

2014-15Q4

2015-16Q1

2015-16Q2

2015-16Q3

2015-16Q4

2016-17Q1

2016-17Q2

2016-17Q3

Milliongocardtrips

LightRail

Ferry

Train

Bus


Fixed fares only

1.89 %of trips

Footnote1 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.

Per

cen

t o

f al

l go

car

d t

rip

s

go card fixed fares

Per

10,

000

go

car

d t

rip

s

go card adjustments

Per

10,

000

go

car

d t

rip

s

go card customer complaints1

The number of fixed fares – no recorded

touch on or touch off for the go card

trip – is 1.89 per cent of all trips, up from

1.78 per cent in Q2 2016/17.

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.

Fixed fares

0.0

1.0

2.0

3.0

4.0

5.0

2014-15Q4

2015-16Q1

2015-16Q2

2015-16Q3

2015-16Q4

2016-17Q1

2016-17Q2

2016-17Q3

Percen

t

0

5

10

15

20

25

30

2014-15Q4

2015-16Q1

2015-16Q2

2015-16Q3

2015-16Q4

2016-17Q1

2016-17Q2

2016-17Q3

Per1

000

0gocardtrips

-

0.1

0.1

0.2

0.2

0.3

0.3

0.4

0.4

2014-15Q4

2015-16Q1

2015-16Q2

2015-16Q3

2015-16Q4

2016-17Q1

2016-17Q2

2016-17Q3

Per1

000

0go

cardtrips


Customer satisfaction

The quarterly customer satisfaction

survey undertaken by TransLink

measures and compares changes in

the opinions of public transport users

across South East Queensland. The

survey measures satisfaction with

bus, train and ferry services and is

conducted by an independent market

research company.

Due to different survey questions and

methodology, tram customer satisfaction

is unable to be aligned with bus, train

and ferry results and is not reported in

TransLink Tracker.

Safety and security

Overall satisfaction

Bus

T

rain

F

erry

Bus

T

rain

F

erry

Bus

T

rain

F

erry

Reliability and frequency

50

55

60

65

70

75

80

85

90

2014-15Q4

2015-16Q1

2015-16Q2

2015-16Q3

2015-16Q4

2016-17Q1

2016-17Q2

2016-17Q3

Bus

Train

Ferry

50

55

60

65

70

75

80

85

90

2014-15Q4

2015-16Q1

2015-16Q2

2015-16Q3

2015-16Q4

2016-17Q1

2016-17Q2

2016-17Q3

Bus

Train

Ferry

50

55

60

65

70

75

80

85

90

2014-15Q4

2015-16Q1

2015-16Q2

2015-16Q3

2015-16Q4

2016-17Q1

2016-17Q2

2016-17Q3

Bus

Train

Ferry


Satisfaction levels of 75 and above are

classed ‘best practice’, while 60 and

above is considered to be ‘satisfactory’.

This report records an overall

satisfaction result and results from 10

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.

Customer satisfaction results naturally

increase and decrease, but the changes

are usually within the margin of error

for the survey and do not necessarily

represent a statistically significant

change in the data.

Monthly customer satisfaction results

are reported here: https://publications.

qld.gov.au/dataset/translink-public-

transport-performance-snapshots

Bus

T

rain

F

erry

Bus

T

rain

F

erry

Bus

T

rain

F

erry

Comfort of ride

Ease of use

Proximity

50

55

60

65

70

75

80

85

90

2014-15Q4

2015-16Q1

2015-16Q2

2015-16Q3

2015-16Q4

2016-17Q1

2016-17Q2

2016-17Q3

Bus

Train

Ferry

50

55

60

65

70

75

80

85

90

2014-15Q4

2015-16Q1

2015-16Q2

2015-16Q3

2015-16Q4

2016-17Q1

2016-17Q2

2016-17Q3

Bus

Train

Ferry

50

55

60

65

70

75

80

85

90

2014-15Q4

2015-16Q1

2015-16Q2

2015-16Q3

2015-16Q4

2016-17Q1

2016-17Q2

2016-17Q3

Bus

Train

Ferry


Efficiency

Bus

T

rain

F

erry

Bus

T

rain

F

erry

Bus

T

rain

F

erry

Information

Helpfulness of staff

50

55

60

65

70

75

80

85

90

2014-15Q4

2015-16Q1

2015-16Q2

2015-16Q3

2015-16Q4

2016-17Q1

2016-17Q2

2016-17Q3

Bus

Train

Ferry

50

55

60

65

70

75

80

85

90

2014-15Q4

2015-16Q1

2015-16Q2

2015-16Q3

2015-16Q4

2016-17Q1

2016-17Q2

2016-17Q3

Bus

Train

Ferry

50

55

60

65

70

75

80

85

90

2014-15Q4

2015-16Q1

2015-16Q2

2015-16Q3

2015-16Q4

2016-17Q1

2016-17Q2

2016-17Q3

Bus

Train

Ferry

In Quarter 3 2016-17 satisfaction with affordability for South East Queensland public transport users overall increased by four points to 58 (out of 100), when compared to the previous quarter, tracking at levels last recorded six years ago.

The increase in satisfaction with the affordability of fares this quarter was driven by both train and bus customers and followed the introduction of the Fairer Fares Package on 19 December 2016. The quarterly increase reflects increases recorded in January and February with satisfaction stabilising in March. Satisfaction with affordability remained stable at 59 (out of 100), after increasing in January (56 out of 100) and February (60 out of 100).


Train customers recorded the biggest increase in satisfaction with affordability in Quarter 3, where the index increased by six points to 54 (when compared to the previous quarter). Satisfaction with affordability also increased for bus customers – the index increased by three points to 61 in Quarter 3.

Satisfaction with affordability remained stable at 60 for ferry customers – one point higher than the previous quarter.

At an overall level, satisfaction with affordability is now tracking ten points higher than it was in Quarter 3 2013-14, when the index decreased to a very low 48 (out of 100), coinciding with the introduction of a 7.5 per cent fare increase in January 2014.

Bus

T

rain

F

erry

Bus

T

rain

F

erry

Bus

T

rain

F

erry

Affordability

Accessibility

go card

50

55

60

65

70

75

80

85

90

2014-15Q4

2015-16Q1

2015-16Q2

2015-16Q3

2015-16Q4

2016-17Q1

2016-17Q2

2016-17Q3

Bus

Train

Ferry

50

55

60

65

70

75

80

85

90

2014-15Q4

2015-16Q1

2015-16Q2

2015-16Q3

2015-16Q4

2016-17Q1

2016-17Q2

2016-17Q3

Bus

Train

Ferry

40

45

50

55

60

65

70

75

80

2014-15Q4

2015-16Q1

2015-16Q2

2015-16Q3

2015-16Q4

2016-17Q1

2016-17Q2

2016-17Q3

Bus

Train

Ferry


Passenger safety and fare evasion

Senior Network Officers are a key

component of TransLink’s strategy

to protect fare revenue and improve

customer service and safety on all

modes of public transport. There are

currently 59 Senior Network Officers on

the TransLink South East Queensland

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 South East

Queensland network.

This combined workforce issued 5,495

fines and 9,766 warnings during the

third quarter of 2016-17.

Footnote1 The increase in fines and warnings reflect the introduction of G:Link Customer Service Officers in July 2014 following the opening of the tram.2 Data is subject to change due to ongoing incident investigation and processing times.

Issu

ed

Fin

es

War

ning

s T

rain

B

us

Tra

m

Fines and warnings 1 2

Passenger injuries 2

Per

10,

000

tri

ps

0

2000

4000

6000

8000

10000

12000

14000

16000

2014-15Q4

2015-16Q1

2015-16Q2

2015-16Q3

2015-16Q4

2016-17Q1

2016-17Q2

2016-17Q3

Issued

Fines

Warnings

0.00

0.02

0.04

0.06

0.08

0.10

0.12

0.14

2014-15Q4

2015-16Q1

2015-16Q2

2015-16Q3

2015-16Q4

2016-17Q1

2016-17Q2

2016-17Q3

Per1

000

0trips

Train

Bus

LightRail

13 QGOV (13 74 68)www.translink.com.au | www.qld.gov.au

publications - translink tracker...6 department of transport and main roads, translink tracker...

Documents