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

TransLink TrackerJanuary–March 2016 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

As a division of the Department of Transport and Main Roads, we are

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 (including Ipswich),

Sunshine and Gold Coast regions, as well as Cairns. Within South East

Queensland, TransLink operates across 23 zones and seven regions. The network

stretches from Gympie in the north to Coolangatta in the south and west to Helidon.

In the north, 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 the surrounding suburbs.

TransLink has state-wide responsibility for:

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

• buses in Cairns

• regional services

• active transport (cycling, walking)

• taxi regulation

• long distance rail, coaches and regional air.

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

or call 13 12 30 anytime.

1Department of Transport and Main Roads, TransLink Tracker 2015–2016 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 interactions

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 security

14 Fines and warnings

14 Passenger injuries

2 Department of Transport and Main Roads, TransLink Tracker 2015–2016 Q3

Welcome to TransLink Tracker for the third quarter of the 2015/16 financial year.This latest edition represents our ongoing commitment to transparency and

accountability by providing key public transport data.

More than ever commuters are realising the savings and convenience of using

go cards with the latest data showing a higher number of public transport journeys

in South East Queensland now taken by customers using go cards.

This quarter’s increase in go card use – now up to 86.4 per cent of all journeys –

is no surprise with go card customer satisfaction continuing to be at a high level.

The combination of high customer satisfaction and increased go card use has sped

us toward the billionth go card journey milestone on the South East Queensland

network.

It is now difficult for the majority of customers to imagine life, pre-2007, when we

did not have this simple, convenient and fast method of paying for our public

transport journeys.

This high level of go card use is testament to our mature and consistent

ticketing system.

In Quarter 3 2015-16 patronage fell by 1.3 percent, however with more days off

due to public holidays than usual falling over this quarter, patronage cannot be

compared equally to the same quarter the previous year. In 2014-15 Easter was

in Quarter 4 rather than Quarter 3 which accounts for this moderate decline in

patronage. With less public holidays falling in Quarter 4 in 2015-16 we expect

a comparative patronage increase.

STIRLING HINCHLIFFE MP

Minister for Transport and the Commonwealth Games

Foreword


Mill

ion

tri

ps

Total network-wide patronage—quarterly

27.38 million trips

12.21 million trips

1.71 million trips

1.93

million trips

Patronage

Patronage for Q3 increased across two

of the four modes.

Overall, there were 43.23 million

trips taken across TransLink’s South

East Queensland network during the

third quarter of 2015–16. This was a

decrease of 1.3 per cent – or about

580,000 trips – compared with the same

period the previous year. This follows

a 4.2 per cent increase in the previous

quarter.

Bus trips fell by about 792,000 to 27.38

million trips this quarter compared with

the same quarter the previous year.

29.8627.24

27.38

0.00

5.00

10.00

15.00

20.00

25.00

30.00

35.00

Q1 Q2 Q3 Q4

Milliontrips

2014-15

2015-16

Mill

ion

tri

ps

Bus patronage—quarterly

Bus patronage by SEQ region

SEQ Region 2014-15 Q2 2014-15 Q3 2015-16 Q2 2015-16 Q3

Brisbane 17,398,842 18,920,265 18,167,850 18,290,824

Sunshine Coast 1,305,905 1,336,287 1,334,745 1,294,742

North 1,427,666 1,485,705 1,397,966 1,374,415

East 699,814 750,518 709,697 723,832

South 1,537,997 1,650,737 1,580,609 1,568,864

West 553,097 533,637 542,960 539,844

Gold Coast 3,506,308 3,494,139 3,508,237 3,585,945

Total 26,429,629 28,171,288 27,242,064 27,378,466

201

4–20

15

201

5–20

16 2

014–

2015

2

015–

2016

47.0943.09 43.23

0.00

10.00

20.00

30.00

40.00

50.00

60.00

Q1 Q2 Q3 Q4

Milliontrips

2014-15

2015-16


In Q3 the average fare per trip paid by

customers was $2.11 and the average

Queensland Government subsidy per

trip was $7.03.

The Q3 subsidy is based on network

funding from the Queensland

Government of $395.4 million

less fare revenue of $91.4 million.

Revenues collected through fares

made up 23.1 per cent of total funding

during Q3.

The number of train trips decreased

by nearly 276 000 to 12.21 million in

this reporting period compared with the

same period last year.

Ferry trips increased by more than

200,000 or 13.4 per cent over the same

comparative period.

Tram patronage was 1.93 million this

quarter compared with 1.65 million for

the same period the previous year; an

increase of 17.2 per cent.

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.

Mill

ion

tri

ps

Tram patronage—quarterly

201

4–20

15

201

5–20

16

Mill

ion

tri

ps

Ferry patronage—quarterly 1

2

014–

2015

2

015–

2016

Mill

ion

tri

ps

Train patronage—quarterly

201

4–20

15

201

5–20

16

$ D

olla

rs

Fare and subsidy per trip

Far

e pe

r tr

ip

Sub

sidy

per

trip

13.57

12.13

12.21

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

2014-15

2015-16

13.57

12.13

12.21

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

2014-15

2015-16

1.78

1.751.71

1.35

1.40

1.45

1.50

1.55

1.60

1.65

1.70

1.75

1.80

1.85

Q1 Q2 Q3 Q4

Milliontrips

2014-15

2015-16

1.88 1.96 1.93

0.00

0.50

1.00

1.50

2.00

2.50

Q1 Q2 Q3 Q4

Milliontrips

2014-15

2015-16

0.00

1.00

2.00

3.00

4.00

5.00

6.00

7.00

8.00

2013-14Q4

2014-15Q1

2014-15Q2

2014-15Q3

2014-15Q4

2015-16Q1

2015-16Q2

2015-16Q3

$

Farepertrip

Subsidypertrip


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.

94.54% bus

97.97% train

Services on-time running and services delivered

Bus and train operators are

contracted to meet benchmarks

for on-time running.

Bus on-time running for Q3 was 94.54

per cent. The quarterly figure continues

to perform above the 90 per cent

benchmark set by TransLink.

On-time running for trains this quarter

was 97.97 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.

This tram data is also reported online at

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

Per

cen

t

Tram punctuality and reliability 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

Train on-time running and services delivered 4

Bus on-time running—by SEQ region

SEQ Region 2014-15 Q2 2014-15 Q3 2015-16 Q2 2015-16 Q3Brisbane 82.82 82.21 83.97 86.27Sunshine Coast 97.62 96.29 94.86 95.33North 98.32 98.74 97.55 96.83East 99.26 98.24 98.04 97.24South 95.38 89.70 91.84 90.82West 95.03 92.79 92.32 92.79Gold Coast 96.41 96.63 97.63 94.30

98

100 99.54 99.52 99.1399.99 99.96

100.00 99.74 99.86 99.67 99.20 100.00 99.96

86

88

90

92

94

96

98

100

2013-14Q4

2014-15Q1

2014-15Q2

2014-15Q3

2014-15Q4

2015-16Q1

2015-16Q2

2015-16Q3

Percen

t

Punctuality

Reliability

98

100 99.54 99.52 99.1399.99 99.96

100.00 99.74 99.86 99.67 99.20 100.00 99.96

86

88

90

92

94

96

98

100

2013-14Q4

2014-15Q1

2014-15Q2

2014-15Q3

2014-15Q4

2015-16Q1

2015-16Q2

2015-16Q3

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.

12.02 million

Customer interactions

More than 12.02 million customer

enquiries were received via the

TransLink website and contact centre

(13 12 30) in Q3 2015–16.

This comprised of 11.70 million

enquiries to the website and more than

319,000 enquiries to TransLink’s 24-7

contact centre.

In Q3, TransLink’s journey planner

accounted for 78.7 per cent of all

enquiries received through the website

and contact centre.

Overall customer complaints this

quarter were 2.02 per 10,000 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

2013-14Q4

2014-15Q1

2014-15Q2

2014-15Q3

2014-15Q4

2015-16Q1

2015-16Q2

2015-16Q3

Custom

erinterac.o

ns(m

illion)

131230

Website

0

1

2

3

4

5

6

7

8

9

10

2013-14Q4

2014-15Q1

2014-15Q2

2014-15Q3

2014-15Q4

2015-16Q1

2015-16Q2

2015-16Q3

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

2013-14Q4

2014-15Q1

2014-15Q2

2014-15Q3

2014-15Q4

2015-16Q1

2015-16Q2

2015-16Q3

Per1

000

0trips


86.4% of all trips

go card

The go card remains the most widely

used ticketing product on the TransLink

network, representing 86.4 per cent of

all trips taken across TransLink’s South

East Queensland network during Q3

2015–16. Although the percentage

of users has increased, the number

of go card trips fell in line with overall

patronage, with about 90,000 fewer

trips than the same quarter the

previous year.

Reflecting the relative patronage

changes, go card use has decreased

on bus and train but increased

on tram and ferry.

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

83

84

85

86

87

2013-14Q4

2014-15Q1

2014-15Q2

2014-15Q3

2014-15Q4

2015-16Q1

2015-16Q2

2015-16Q3

Percen

t

0

5

10

15

20

25

30

35

40

45

2013-14Q4

2014-15Q1

2014-15Q2

2014-15Q3

2014-15Q4

2015-16Q1

2015-16Q2

2015-16Q3

Milliongoca

rdtrips

LightRail

Ferry

Train

Bus


Fixed fares only

1.8%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

– remains steady at 1.83 per cent of all

trips. This sits within the typical band of

data for this measure.

go card complaints were 0.11 per

10,000 go card trips.

Customers who experience issues

with their go card or wish to query their

transactions, can contact TransLink’s

24-hour contact centre on 13 12 30.

0.0

1.0

2.0

3.0

4.0

5.0

2013-14Q4

2014-15Q1

2014-15Q2

2014-15Q3

2014-15Q4

2015-16Q1

2015-16Q2

2015-16Q3

Percen

t

0

2

4

6

8

10

12

14

16

18

2013-14Q4

2014-15Q1

2014-15Q2

2014-15Q3

2014-15Q4

2015-16Q1

2015-16Q2

2015-16Q3

Per1

000

0gocardtrips

-

0.1

0.2

0.3

0.4

0.5

0.6

2013-14Q4

2014-15Q1

2014-15Q2

2014-15Q3

2014-15Q4

2015-16Q1

2015-16Q2

2015-16Q3

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. Tram satisfaction

is not included in this survey.

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

2013-14Q4

2014-15Q1

2014-15Q2

2014-15Q3

2014-15Q4

2015-16Q1

2015-16Q2

2015-16Q3

Bus

Train

Ferry

50

55

60

65

70

75

80

85

90

2013-14Q4

2014-15Q1

2014-15Q2

2014-15Q3

2014-15Q4

2015-16Q1

2015-16Q2

2015-16Q3

Bus

Train

Ferry

50

55

60

65

70

75

80

85

90

2013-14Q4

2014-15Q1

2014-15Q2

2014-15Q3

2014-15Q4

2015-16Q1

2015-16Q2

2015-16Q3

Bus

Train

Ferry


Satisfaction levels of 75 and above are

classed ‘best practise’, while 60 and

above is considered to be ‘satisfactory’.

The 10 categories for each of these

modes of public transport (bus, train and

ferry) give a total of 30 results which are

compiled from multiple sub-categories.

Tracker also reports the sub-category

score for go card, as well as one overall

result which is a combination of all

reported categories.

Recorded increases and decreases

are usually within the margin of error

of reporting and do not necessarily

represent a statistically significant

change in the data.

Significant increases and decreases

in customer satisfaction are reported

monthly 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

2013-14Q4

2014-15Q1

2014-15Q2

2014-15Q3

2014-15Q4

2015-16Q1

2015-16Q2

2015-16Q3

Bus

Train

Ferry

50

55

60

65

70

75

80

85

90

2013-14Q4

2014-15Q1

2014-15Q2

2014-15Q3

2014-15Q4

2015-16Q1

2015-16Q2

2015-16Q3

Bus

Train

Ferry

50

55

60

65

70

75

80

85

90

2013-14Q4

2014-15Q1

2014-15Q2

2014-15Q3

2014-15Q4

2015-16Q1

2015-16Q2

2015-16Q3

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

2013-14Q4

2014-15Q1

2014-15Q2

2014-15Q3

2014-15Q4

2015-16Q1

2015-16Q2

2015-16Q3

Bus

Train

Ferry

50

55

60

65

70

75

80

85

90

2013-14Q4

2014-15Q1

2014-15Q2

2014-15Q3

2014-15Q4

2015-16Q1

2015-16Q2

2015-16Q3

Bus

Train

Ferry

50

55

60

65

70

75

80

85

90

2013-14Q4

2014-15Q1

2014-15Q2

2014-15Q3

2014-15Q4

2015-16Q1

2015-16Q2

2015-16Q3

Bus

Train

Ferry


Historically, affordability has been the

lowest performing category and this

remains the case this quarter.

To address this issue, the Queensland

Government appointed an independent

Fare Review Taskforce in August 2015.

The taskforce was asked to review

TransLink’s fare structure to improve

affordability, increase patronage and

ensure a sustainable fare revenue

stream for future network growth.

Following careful consideration of

the taskforce’s recommendations,

the Queensland Government has

developed a response to the Fare

Review that includes comprehensive

fare reform which will be implemented

in January 2017.

Bus

T

rain

F

erry

Bus

T

rain

F

erry

Bus

T

rain

F

erry

Affordability

Accessibility

go card

40

45

50

55

60

65

70

75

80

2013-14Q4

2014-15Q1

2014-15Q2

2014-15Q3

2014-15Q4

2015-16Q1

2015-16Q2

2015-16Q3

Bus

Train

Ferry

50

55

60

65

70

75

80

85

90

2013-14Q4

2014-15Q1

2014-15Q2

2014-15Q3

2014-15Q4

2015-16Q1

2015-16Q2

2015-16Q3

Bus

Train

Ferry

50

55

60

65

70

75

80

85

90

2013-14Q4

2014-15Q1

2014-15Q2

2014-15Q3

2014-15Q4

2015-16Q1

2015-16Q2

2015-16Q3

Bus

Train

Ferry


Passenger safety and security

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 55 Senior Network

Officers working alongside 21

Queensland Rail Authorised Officers,

78 Queensland Police Service rail

squad Officers and 28 G:Link Customer

Service Officers covering bus, rail, tram

and ferry services on TransLink’s South

East Queensland network.

This combined workforce issued 5 684

fines and 8 568 warnings during the

third quarter of 2015–16.

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

2013-14Q4

2014-15Q1

2014-15Q2

2014-15Q3

2014-15Q4

2015-16Q1

2015-16Q2

2015-16Q3

Issued

Fines

Warnings

0.00

0.02

0.04

0.06

0.08

0.10

0.12

0.14

2013-14Q4

2014-15Q1

2014-15Q2

2014-15Q3

2014-15Q4

2015-16Q1

2015-16Q2

2015-16Q3

Per1

000

0trips

Train

Bus

LightRail

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

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

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