RAIL Back On Track 2018 Public transport passenger survey results

[ozbob]

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2018 RAIL Back On Track 2018 Survey Summary - 287 responses

> https://backontrack.org/docs/survey_2018/RAILBoTSurveySummary2018.pdf  93KB

Survey participant comments.  Optional question for feedback:

> https://backontrack.org/docs/survey_2018/RBoT2018Survey_comments.pdf  131KB





Combined radar plots

[ozbob]

New fairer fares package December 2016, had an effect in improving affordability in 2017, this year affordability has started to worsen again.


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Overall mode satisfaction - positive.  Rail has started to turn it around.

First graph the higher the value, higher the rating.







Overall mode satisfaction - negative. Rail shows an improvement however still the worst mode overall, bus overall satisfaction worse in 2018.

[#Metro]

Good to see.

I hope that CM does more than skim the main numbers, but look into some of the feedback as well, particularly with bus reform and rail fail.

[ozbob]

Frequency ... without frequency it is difficult to drive patronage gains ..



Radar plots

Light rail ****



Ferry ***



Bus **



Rail *

[ozbob]

On time performance ...  Light rail sets the standard ..

[not_available]

The frequency & on-time radar plots look very similar...
Also is there a connectivity between modes question?

[ozbob]

The frequency & on-time radar plots look very similar...
Also is there a connectivity between modes question?

Probably as people would be influenced in their overall rating of modes with regard to what they experience  particularly in terms of frequency of service and on time running performance.  Poor frequency needs to be addressed, on time running performance is not as critical if there is high frequency obviously. For many around SEQ the poor frequency means a loss of on time running has big impacts.  A lot of these sort of issues are hidden with the ' contractual OTR ' so it is good to see it in terms of passengers real experiences.

[ozbob]

Light Rail



Ferry



Bus



Rail

[ozbob]

Media release: 5th December 2018

SEQ: RAIL Back On Track's 2018 Public Transport Passenger Survey results now available!

RAIL Back On Track (http://backontrack.org) a web based community support group for rail and public transport and an advocate for public transport passengers has conducted a survey of how public transport passengers rate our public transport in south-east Queensland (1).  Anyone who travels on public transport in south-east Queensland was invited to participate.

Robert Dow, Spokesman for RAIL Back On Track said:

"Since RAIL Back On Track formed in 2006 we have conducted our own annual member surveys on how members rate public transport.  This year we again opened up our survey up to the public! There were 287 responses to our survey.

"The survey was web based and public transport passengers on the TransLink network in south-east Queensland were welcome to complete it.  The survey was anonymous and quick to complete.

"Results of the survey, including comments, are now publicly available on the RAIL Back On Track discussion forum > https://railbotforum.org/mbs/index.php?topic=13403.0 .  A detailed analysis can be viewed there.



"On behalf of our members we thank those public transport passengers who took the time drop by and fill out our survey. Particular thanks for the comments, many very meaningful and lengthy.  Information is knowledge.  Knowledge leads to improvements."

The key messages from the survey:

1.  The public thinks the present fares overall are too expensive. We suggest a fare price freeze for 2019 and 2020.

2.  The service frequency of public transport, particularly rail needs significant improvement. Bus network reform is needed and supported.
Rail fail has had a devastating impact on the public's rating of rail overall, although rail has improved in overall rating from the low point last year. Ferry continues to rate well.

3.  The Gold Coast Light Rail remains a standout success.  Top mode overall and rates best for frequency, ontime running, and comfort, ease of use and accessibility.

References:

2018 RAIL Back On Track 2018 Survey Summary - 287 responses

> https://backontrack.org/docs/survey_2018/RAILBoTSurveySummary2018.pdf  93KB

Survey participant comments.  Optional question for feedback:

> https://backontrack.org/docs/survey_2018/RBoT2018Survey_comments.pdf  131KB

Contact:

Robert Dow
Administration
admin@backontrack.org
RAIL Back On Track https://backontrack.org

[ozbob]

Couriermail --> Travellers vent dissatisfaction over public transport

COMMUTERS' dissatisfaction with high public transport fares is rising as poor service frequency continues to frustrate travellers in the wake of Rail Fail.

Almost two-thirds of people say go-card fares on the TransLink network are too high, according to the latest annual passenger survey by public transport advocates Rail Back On Track, to be published today.

Spokesman Robert Dow says the results supported the group's calls for fares to be frozen for the next two years.

"People just don't think they are getting value for money," he said.

Those rating fares as fair tumbled from 47 per cent to 36 per cent this year after a 1.5 per cent increase in prices.

Mr Dow said passenger sentiment was linked to irritation over low frequencies and poor on-time reliability.

"People would pay more if they thought they were getting a good service."

Half of rail passengers rated the frequency of trains poor or very poor, along with four in 10 bus commuters.

"We are stuck with archaic frequencies and poor connections and you see the results here," he said. "Anything less than 15-minute services is not good enough. Low frequency is the killer of our network."

The overall satisfaction with Queensland Rail services is now 65 per cent, compared with 83 per cent before 2016's Rail Fail fiasco of cancelled services and curtailed timetables due to a prolonged driver shortage.

It rose in this year's survey – up 13 per cent – but Mr Dow said he believed that rather than indicating an improvement in performance, it reflected a more resigned attitude by travellers.

"We have not seen additional services. I think people are just becoming more tolerant of the situation," he said.

A drop in overall satisfaction for buses from 84 per cent to 74 per cent in the past year was concerning.

And the success and strong public support for light rail on the Gold Coast sent a clear message that Brisbane should also be looking at building a network, he said.

Only 5 per cent of passengers were unhappy with light rail, with 86 per cent rating them good or outstanding.

"Light rail is the gold standard for public transport in southeast Queensland," Mr Dow said.

The 287 survey responses this year were the highest number ever received.

Couriermail 5th December 2018 page 4

Travellers vent dissatisfaction over public transport

[ozbob]

https://twitter.com/railbotforum/status/1069980183715753986

https://twitter.com/railbotforum/status/1069982819131084800

Combined overall rating radar plots of Light rail, ferry, bus and rail.
Quite striking how well @gclightrail is doing. Why? Frequency, excellent OTR and reliability, good network connections with bus and rail. Not rocket science is it team? 👍https://t.co/iHGN7C2BTy#qldpol pic.twitter.com/Gs4j5Hb6yi

— RAIL_BoT_Forum (@railbotforum) December 4, 2018

[ozbob]

Facebook ...

[ozbob]

Good media follow up on our survey.  News grabs 4BC and 4KQ.  About to do an interview with 9 News.

Ed:  And 7 News.

[ozbob]

The authorities always respond to our survey saying the sample is small, and are often dismissive because of that.

They should in fact realise that it is a large focus group of public transport users, ~50% of which are high volume users.  The feedback (comments) is very valuable and we have shown over the years that our data is very much line line with other data reporting and in fact actuality.  I did request,  now near two months ago for details of the methodology with respect to KPI determinations etc.  They still have not given the information despite a follow up request to the DDG on the 18th November who said that it should have been sorted and he would follow up it.  Still waiting ..

It is also useful for the authorities to have an outside independent, open, transparent evaluation as well.  What they do is largely not transparent and the data is often presented in convoluted ways to mask the issues. For example what really does an overall figure of 72/100 really mean? How is it determined? The public certainly doesn't know.

[ozbob]

https://twitter.com/railbotforum/status/1070173522427731969

[#Metro]

Politicians and businesses use small focus groups all the time. The qualitative data is extremely valuable.

[ozbob]

https://twitter.com/7NewsBrisbane/status/1070231172473511936

[ozbob]

https://twitter.com/9NewsQueensland/status/1070233829913194496

[ozbob]

Great support from the media for our annual survey, thanks all.  The Govt can counter spin all they like, reality is actuality ..

Nothing is really going to be sorted for the big picture until they get a proper authority in place.  We will resume that battle in 2019.

Onwards!!   

[ozbob]

[ozbob]

^ 8.5K + views ...