Queensland Public Transport Customer Satisfaction Research Program

[ozbob]

Minister for Transport
The Honourable Rachel Nolan
02/07/2009

Accessibility, safety and security top the list for TransLink

The accessibility, safety and security of South East Queensland public transport tops the list of what most commuters like about travelling by bus, train and ferry according to a recent survey.

Minister for Transport Rachel Nolan said a survey of almost 5000 Queenslanders across the state, also found that public transport staff and the efficiency of train travel rated highly as a reason for people to use keep using public transport.

"This survey was undertaken in areas serviced by TransLink in South East Queensland, and qconnect in regional Queensland," Ms Nolan said.

"Regardless of locality, most survey recipients identified safety and security and accessibility as the highest performing service attributes.

"On the TransLink network this has resulted in patronage growth of 50 per cent over the past five years.

"In South East Queensland, public transport use has a mode share of 16 per cent, which is well above the state average of nine per cent.

"This shows that more and more South East Queensland are using the public transport system regularly, which is why commuters will continue to be a priority for TransLink."

Survey respondents identified more frequent, regular services and shorter, more direct routes as ways to improve public transport in South East Queensland.

"The Queensland Government and TransLink welcome and encourage all customer feedback as it assists us to cater to the needs of our public transport users," Ms Nolan said.

"Since this survey was conducted in March, the State Government, through TransLink, has introduced over 500 new and enhanced bus services across the network - an additional investment of almost $5 million per year.

"The recently opened $5.5 million University of the Sunshine Coast bus station and green link, and the $2 million Klumpp Road bus lane are recent examples of infrastructure being delivered to meet those service needs."

The survey found that ferry users were the most satisfied commuters, followed by bus and train users.

Survey respondents identified more regular services on weekends and weekdays, including Friday and Saturday nights, more express services, more direct routes and cheaper tickets as triggers to increasing their use of public transport services.

"It is good news that more 70 per cent of public transport users in South East Queensland would recommend public transport and the majority would continue to use public transport, particularly when services were considered convenient," Ms Nolan said.

"This Government recognises the importance of public transport and that's why we currently provide three dollars for every dollar collected in fares - that means that for every dollar that a customer pays in fares, the State Government pays three."

The report is available online at http://www.transport.qld.gov.au/resources/file/eb837a02f9c592d/QConnect_Total_QLD_Report_2009_Jan_Mar.pdf


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[ozbob]

Minister for Transport
The Honourable Rachel Nolan
02/07/2009

Public transport satisfaction peaks in regional Queensland

A new survey of commuters in regional Queensland has found 70 per cent of users were satisfied with public transport services, Transport Minister Rachel Nolan said today.

"Accessibility, safety and security of public transport topped the list of what most Queenslanders liked about travelling by bus, train, ferry and taxi," Ms Nolan said.

"The survey also found public transport staff rated highly as a reason for people to keep using public transport."

The survey of almost 5000 Queenslanders by Neilsen took in respondents from areas serviced by TransLink in South East Queensland, and qconnect in regional Queensland.

"The survey found that of respondents living in Queensland, 67 per cent were likely to recommend public transport and 69 per cent were likely to use it again," Ms Nolan said.

"For users of public transport in regional Queensland the figures were higher, with 79 per cent and 81 per cent respectively.

"This is good news for public transport in regional Queensland as it's an indication that, while we still have work to do to increase passenger numbers, we're on the right track."

Survey respondents identified more frequent, regular services, more direct routes and a more user-friendly system as ways to improve public transport.

"This feedback is invaluable in helping the government cater to the needs of passenger transport users," Ms Nolan said.

"More people are catching bus services in urban regional Queensland than ever before with 11 million passengers expected to have been carried in 2008-09 - an increase of 10 per cent on the previous year.

"This increase is mostly due to the government's qconnect initiative that has resulted in easier to understand fares and in many cases reduced fares.

"In 2009-10, we expect patronage in regional Queensland to exceed 12 million passengers.

"To make sure our routes are accessible as possible, we are also investing $6.7 million for new wheelchair accessible ferries and buses to be delivered in 2009 and 2010, including 54 new buses to be introduced in Cairns, Townsville and Rockhampton and two new ferries for the Southern Moreton Bay Islands.

"The Queensland Government will continue to invest in reliable and efficient public transport across the state to keep our communities connected."

The report is available online at http://www.transport.qld.gov.au/resources/file/eb837a02f9c592d/QConnect_Total_QLD_Report_2009_Jan_Mar.pdf

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[ozbob]

This survey confirms the detail of the release below.

There is an urgent need to get moving with a innovative fare structure for the go card, increase service frequency and stand back for the crowds.  All modes have highs and lows in this survey.  We must continue to strive for better integration.

=======================

Media Release 28 June 2009

SEQ: Memo to Premier and Minister for Transport -  ten point plan to fix urban transport congestion crisis

RAIL Back On Track (http://backontrack.org) a web based community support group for rail and public transport and an advocate for public transport commuters has said the bureaucracy has failed south east Queensland in terms of the urban congestion crisis.  Experts have failed to convince the Government that they actually need to be proactive and forward thinking. So called community consultation processes are a cosmetic sham. If they weren't, we wouldn't be in this mess.  Here is a simple ten point plan to turn around.

Robert Dow, Spokesman for RAIL Back On Track said:

"Here is a simple ten point plan to fix the urban transport congestion crisis, free of expensive consultancy fees!

1.  Ramp up Citytrain rail services to achieve a frequent service off peak and peak all lines.  This will take pressure off the overloaded bus system (1).

2.  Fix the go card system or junk it.  Denial of a ticketing system in crisis is not resonating with the public who observe the many issues daily.  A properly operating go card system with a high uptake will generate real time load data (2).  Place ticket machines in bus stations and ramp up pre-paid only on bus.

3.  Introduce more local 'station buses' to help alleviate  the car parking crisis that is causing its own level of chaos around bus and rail stations(3). 'Car park rage, bus rage, train rage' are all terms now in common use that reflect the impacts on individuals. This is not healthy!

4.  Introduce incentive ticketing on the go card, early late and off peak to assist in congestion management.  Further encourage variable shifts and decentralisation of the work place (4).

5.  Get serious about fare evasion.  Fare evasion is rampant basically because of the failure to drive the go card roll out properly and the complications of a dual ticketing system.  Issue all TransLink Transit Officers with mobile go card readers (5).

6.  Maximise the use of transport assets all ready in place.  For example, the Exhibition loop line provides opportunity to reduce the number of people transiting through the CBD axis with the recreation of a railway station at Normanby, linked with the bus station at Normanby and around the year service through Exhibition station (6).

7.  Introduce more lateral bus routes.  The great circle bus route is an example.  Brisbane public transport is fixated on a radial pattern which contributes to the CBD congestion.

8.  Fix the systemic problems identified in the recent urban congestion management audit.  Queensland Transport was flagged in June 2008 as a poorly performing government department (7).  How many times does the government have to be told? Step up deployment of public transport infrastructure such as the railways to Springfield and Kippa Ring. Correct the imbalance in funding and move funds from non sustainable roads to sustainable public transport.

9.  Ramp up bicycle storage facilities at rail and bus stations.  Step up the emphasis on active transport options.

10. Properly fund all public transport operators for an immediate increase in services and capacity."

"These improvements will move people off the road nightmare and free up space for commercial and other road users that truly do need to drive. They will save the community billions of dollars in reduced congestion costs, reduced environmental impacts and a reduction in costs to our health system."


References:

1.  SEQ: Ramp up rail now!  http://backontrack.org/mbs/index.php?topic=2187.0

2.  SEQ: Commuters are abandoning the go card http://backontrack.org/mbs/index.php?topic=2447.0

3.  SEQ: Car parking crisis at and around stations worsens, community rage - solution? http://backontrack.org/mbs/index.php?topic=2052.0

4.  SEQ: Go Card - manage congestion,  add off peak and incentive fares, time to GO! http://backontrack.org/mbs/index.php?topic=2301.0

5.  SEQ: Fare Evasion rampant on TransLink network http://backontrack.org/mbs/index.php?topic=2377.0

6.  Brisbane: The Exhibition rail loop is another option to ease congestion! http://backontrack.org/mbs/index.php?topic=175.0

7.  Department is breaking down http://www.news.com.au/couriermail/story/0,,23862794-3102,00.html


Contact:

Robert Dow
Administration
admin@backontrack.org

[Derwan]

A new survey of commuters in regional Queensland has found 70 per cent of users were satisfied with public transport services, Transport Minister Rachel Nolan said today.

A 70% satisfaction rate is woeful!

Over a quarter of respondents (nearly a third) are NOT satisfied with public transport services.

[ozbob]

Media Release 2nd July 2009

Queensland: QPTCSRP* Quarter 3 2009 report confirms the need for further public transport improvement

RAIL Back On Track (http://backontrack.org) a web based community support group for rail and public transport and an advocate for public transport commuters has welcomed the public release of the third quarter survey of the ongoing public transport customer satisfaction research program (1).

Robert Dow, spokesman for RAIL Back On Track said:

"Congratulations to TransLink, QConnect and all public transport operators for the ongoing commitment to improved public transport for Queensland."

"The data confirms feedback received at RAIL Back On Track and our members' observations.

"All modes need increased service frequency at peak particularly but also off peak times. This is the major deficiency.

"Dissatisfaction with affordability of public transport is a reflection of the slow roll out of the go card and the introduction of fares that equal or better paper tickets.  The go card offers a great opportunity for incentive fares; early, late and off peak fares, which will also assist in peak congestion management.  A high uptake of the go card will improve public transport efficiency."

"Now is the time to move forward with proper resourcing of all modes.

"Frequency is the key, let's make public transport first choice!"

*QPTCSRP = Queensland Public Transport Customer Satisfaction Research Program

Reference:

1. http://www.transport.qld.gov.au/resources/file/eb837a02f9c592d/QConnect_Total_QLD_Report_2009_Jan_Mar.pdf

Contact:

Robert Dow
Administration
admin@backontrack.org

[ozbob]

From the Courier Mail click here!

Brisbane commuters blast public transport as too costly and unreliable

Brisbane commuters blast public transport as too costly and unreliable
Article from: The Courier-Mail

By Ursula Heger

July 03, 2009 12:00am

THE state's multibillion-dollar splurge on public transport has failed to improve reliability and affordability for Brisbane commuters.

A State Government survey of 4800 people shows a sharp drop in satisfaction with the cost of fares and the range of tickets.

Taxis are considered the worst offenders, although public satisfaction slipped for all modes except for ferries. This is despite the $6.9 billion poured into capital works funding for public transport and roads in the past year.

Commuters' satisfaction with the network's affordability slumped mid last year, coinciding with a 20c jump in the cost of bus, train and ferry trips.

Transport Minister Rachel Nolan said the survey showed the State Government was on the right track, with patronage up by half in the past five years.

But Opposition transport spokeswoman Fiona Simpson said that public transport needed to be considered affordable, especially in tough economic times.

"Affordability in the current climate, when people are really doing it tough, is a concern," she said.

The statewide survey revealed taxis were considered the most unreliable and unaffordable of all modes of public transport. They rated 3.9 out of 10 in the overall satisfaction stakes, compared with 4.9 for trains.

The comfort of trains, their reliability and efficiency of services slipped between April 2008 and March this year, while ferries were the only mode of transport considered more reliable over the same period.

Buses, regarded by commuters as Brisbane's best form of public transport, scored 5.38 out of 10.

Although the convenience of buses and bus stops was good, reliability of services was still a problem, but "impressions of travel time" improved.

Commuter advocacy group Rail Back on Track spokesman Robert Dow said the Government needed to produce better incentives for Go Card fares, including off-peak prices.

"This survey reflects their failure to bring on better fares for the Go Card," he said.

Commuter Leslie Howie, 25, of Spring Hill said he couldn't rely on Brisbane's bus network. "They never turn up on time and they're pretty expensive," he said.

But Bronwynne Bandiera, 43, of Kedron, said she preferred to take the train into the city for work than to drive.

"As long as it's not in the middle of peak hour, I would rather catch public transport than drive into the city."

The survey also showed public opinion on safety and security of the network remained stable.

The questions and style of study were altered slightly from last year after satisfaction levels on public transport fell consecutively over the past decade.

    * Additional reporting Monique Vandeleur

[ozbob]

Media Release 3rd July 2009

SEQ: Call for increased funding for public transport operators!

RAIL Back On Track (http://backontrack.org) a web based community support group for rail and public transport and an advocate for public transport commuters has called for increased funding for all public transport operators to all them to put in place additional services.

Robert Dow, Spokesman for RAIL Back On Track said:

"The latest quarterly Queensland Public Transport Customer Satisfaction Research Program survey confirms the need for more services, particularly on rail and bus (1).

"Dissatisfaction with affordability of public transport is a reflection of the slow roll out of the go card and the introduction of fares that equal or better paper tickets.  The go card offers a great opportunity for incentive fares; early, late and off peak fares, which will also assist in peak congestion management.  A high uptake of the go card will improve public transport efficiency."

"Public transport is a much more cost effective option for the community compared to high-capacity road systems. The cost of the roads is highly sensitive to the number of road users; each additional user adds to the rapidly increasing costs of the system. The cost of public transport is more or less the same regardless of patronage, so that if more people use the system, the cost per passenger actually diminishes. Public transport revenue increases with more passengers, it is clearly economic to invest more monies in public transport."

"The Queensland Auditor General's report on urban congestion has confirmed what most commuters already know before the release of the quarterly survey.  We need more rail, bus and ferry services during the day and night.  Rail can be ramped up almost immediately if funded.  This will give some immediate relief from the nightmare that is the road gridlock as bulk mass transit capacity will be gained.  Use of feeder buses to key stations will also help ease the car parking crisis, a major issue for citizens and local government.  As commuters move to public transport the car parking issues will be further exacerbated."

"The focus on roads and a bus centric public transport system over the last ten years in south-east Queensland has failed.  There must be a balanced ramp up of all modes our public transport to provide a seamless integrated transport system. Rail has a lot of potential capacity.  The Minister for Transport commented recently that urban rail in south-east Queensland is the second fastest growing rail system in terms of patronage increase in the world.  QR Passenger have done a great job with the limited resources they have had at their disposal.  With a properly resourced rail service we can move into a much more integrated and sustainable public transport world."

"All modes need an immediate increase in funding to allow the prompt introduction of additional services and for our operators to be able to respond directly to service demands. Restrictions on public transport operators are not the way to move forward!"

Reference:

1. http://www.transport.qld.gov.au/resources/file/eb837a02f9c592d/QConnect_Total_QLD_Report_2009_Jan_Mar.pdf

Contact:

Robert Dow
Administration
admin@backontrack.org

[Derwan]

My comment on the CM website:

A general theme amongst comments here is that train services are fairly reliable as far as running on time - with the occasional exception.  The real issue is a lack of services.

Generally QR does a great job with the resources they are given.  Additional services can only come with the provision of further funding from the State Government.

We are barely playing catch-up, with growth seemingly outstripping the additional services added as rolling stock is delivered.

As well as rolling stock, we need infrastructure upgrades, such as the duplication of remaining single track sections on the Cleveland, Ferny Grove and Shorncliffe Lines.  These severely limit the potential frequency of services on those lines.

The so-called Infrastructure Plan will not keep up with current growth, let alone fix the years of neglect.  The government needs to bring forward the projects to prevent the system going into total meltdown.

[ozbob]

From the Brisbanetimes click here!

Taxis rank in public's opinion

Taxis rank in public's opinion
Christine Kellett
July 3, 2009 - 10:06AM

Queensland's taxis are considered the most unreliable and unaffordable of all modes of public transport, according to a survey.

More than 4850 commuters were asked rate their satisfaction with bus, train, ferry and taxi services on a sliding scale in the Nielsen survey, commissioned by the State Government and released yesterday.

While buses ranked best with an average score of 5.38 out of 10, taxi services were rated poorly, scoring just 3.9 out of 10 in the overall satisfaction stakes. Taxis were also considered the least affordable.

Commuter satisfaction with South East Queensland's public transport network slumped overall.

But the Taxi Council Queensland insists the industry's unpopularity was the State Government's own fault, because worsening traffic congestion and lack of subsidies were budget issues.

"Our definitive of delivering a service is simply being able to get from A to B," Taxi Council Queensland spokesman Blair Davies said.

He pointed to a scathing report on the state's infrastructure from the Auditor-General Glenn Poole, which found out-of-date data was being relied on to decide road projects.

"We have seen a downturn in demand and therefore the supply of taxis is there, but the ability for us to get to the customer in a reasonable time - through the city and through the traffic - is the issue."

Mr Davies said concerns of affordability lay firmly with the State Government.

"We are not subsidised by the government...except for a small group of folk who are eligible under their taxi subsidy scheme.

"When people are paying 100 cents in the dollar for a taxi, compared to 20 cents in the dollar for bus and train services, quite clearly taxis are less affordable."

He said drivers had to recoup overheads, including compulsory third-party insurance (CTP), which costs licensees an average of $5,500 per sedan or wagon.

"The Government's fleet of police vehicles would be paying maybe $300 for CTP insurance...the Government should be providing a subsidy."

Commuters' increased dissatisfaction with buses coincided with a 20 cent jump in the cost of fares at the onset of Go Cards in December.

The reliability and efficiency of train services slipped between April 2008 and March this year, while ferries were the only mode of transport considered more reliable over the same period.

Buses fared best, scoring an average of 5.38 out of 10.

Twenty per cent of survey respondents asked for more frequent and on-time bus services, while 55 per cent of commuters said they would continue to use public transport only if services were convenient.

Transport Minister Rachel Nolan said the survey showed the Government was on the right track, with patronage increasing by 50 per cent in the past five years.

But Opposition transport spokeswoman Fiona Simpson said that public transport needed to be affordable as consumers were "doing it tough" in the current climate.

[skippy]

Generally agree with your sentiments Bob, except need to qualify the bit about decentalisation of employment. For high capacity commuter rail to be justified and frequencies enhanced in SEQ there needs to be a concentration of employment in the CBD. I know of one firm that recently moved from the CBD to Milton, and the public transport usage dropped dramatically. A variety of reasons for this were given including:

1. Parking considerably cheaper than CBD
2. Needed to change trains
3. Needed to change buses
4. No ferry access
5. Can bypass traffic congestion using local 'rat runs' e.g. Bardon

If there is a significant employment shift from the CBD to the outer suburbs of Brisbane (with free or low cost parking and change of public transport modes for most employees) then there will be a decline in overall public transport usage.  This will make it difficult to justify increased public transport infrastucture and improved service frequencies.

However, I have no problem if high concentations of employment (office towers) are located in regional areas, indeed it would be good to see some government departments shift to places like Varsity Lakes, Ipswich, Maroochydore and Toowoomba.

[ozbob]

Thanks for your comments skippy!

The Government talks about decentralisation has done some relocation, as have some firms.  The problem is of course that the space created is soon filled.  

I don't think rat running will be an option for much longer.  As congestion builds the time will be reached when cars will be restricted in the inner metro areas.  Interestingly, the Sydney Mayor has flagged this today (see --> http://backontrack.org/mbs/index.php?topic=2468.0 ).  Brisbane still has a way to go, but if we are to move masses onto public transport then the train frequency will need to be increased.

TOD like residential development along railway lines is planned eg. Taringa, Milton and so forth.  I saw an article last week in Melbourne suggesting that the great aussie dream is fast becoming owning an apartment on a tram line!  Nice notion, typically Melbourne centric but an interesting shift