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Author Topic: TransLink Customer Satisfaction Monthly Snapshot November 2016  (Read 4587 times)

Online ozbob

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TransLink Customer Satisfaction Monthly Snapshot November 2016
« on: February 19, 2017, 03:27:03 PM »
https://publications.qld.gov.au/dataset/translink-public-transport-performance-snapshots/resource/924e5c53-e6d8-44b4-9714-74c94e3fd2dd

KPI Summary




Affordability

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Online ozbob

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Re: TransLink Customer Satisfaction Monthly Snapshot November 2016
« Reply #1 on: February 19, 2017, 03:39:03 PM »
^ #railfail starting to bite!
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Offline techblitz

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Re: TransLink Customer Satisfaction Monthly Snapshot November 2016
« Reply #2 on: February 19, 2017, 03:41:07 PM »
bus officially beats train in every kpi.....

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Re: TransLink Customer Satisfaction Monthly Snapshot November 2016
« Reply #3 on: February 19, 2017, 04:03:08 PM »
bus officially beats train in every kpi.....

Every train KPI has had a statistically significant decrease. Never seen that before.  Railfail biting .. big time!

 :P



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Offline techblitz

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Re: TransLink Customer Satisfaction Monthly Snapshot November 2016
« Reply #4 on: February 19, 2017, 04:20:28 PM »
train got a 9 point drop from previous on:

Information – Ability to understand on board and at-station information, timetables, maps and journey planning information

that right there is fairly concerning........they need to keep the short notice platform changes to a minimum....

also how did bus improve 5 yet train dropped 5 on affordability?  Perhaps linked to lack of refunds for all the rail disruptions/no shows in oct?

the next few kpi`s will be very interesting....that reliability/frequency for train could potentially drop another 5 - 10 points


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Re: TransLink Customer Satisfaction Monthly Snapshot November 2016
« Reply #5 on: February 19, 2017, 04:33:02 PM »
Sent to all outlets:

19th February 2017

TransLink Customer Satisfaction Monthly Snapshot November 2016

Greetings,

The TransLink Customer Satisfaction Monthly Snapshot November 2016 is now publicly available.
[ https://publications.qld.gov.au/dataset/translink-public-transport-performance-snapshots/resource/924e5c53-e6d8-44b4-9714-74c94e3fd2dd ]

No wonder it has been held back.

Every KPI for train has had a statistically significant decrease. Never seen this before, guess rail fail is really starting to bite hey?

An appalling performance really.   Anyone want a cash bonus?





Best wishes
Robert

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Offline #Metro

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Re: TransLink Customer Satisfaction Monthly Snapshot November 2016
« Reply #6 on: February 19, 2017, 05:10:48 PM »

^^ They don't measure tram?
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Online ozbob

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Re: TransLink Customer Satisfaction Monthly Snapshot November 2016
« Reply #7 on: February 19, 2017, 05:20:21 PM »

^^ They don't measure tram?

I did make representations to the former Minister's office to have tram included in this snap shot data some time ago.

The response was not possible due to the way the data series is collected. [ the methodology is a state secret by the way ]   
I still find that hard to believe. 

Maybe with a new government they might be a little bit more sensible.

The only regular performance data (limited) for tram is here > http://ridetheg.com.au/get-up-to-date/
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Online ozbob

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Re: TransLink Customer Satisfaction Monthly Snapshot November 2016
« Reply #8 on: February 20, 2017, 02:25:41 AM »
Sent to all outlets:

20th February 2017

Time for the shunt!

Good Morning,

Why hasn't the entire Executive Leadership Team for Queensland Rail, and the Queensland Rail Board been given the shunt yet?

This snapshot data is a shocker.   How on earth will Queensland Rail  ' change its management culture ' with the same over-paid bumblers running the show?

We don't have a problem with the rank and file staff of Queensland Rail.  Just the incompetent management.

We feel for the rank and file Queensland Rail staff, let down badly by the cashed-up bumblers as have Queensland citizens.

There is a major issue with the broader structure, management, administration and delivery of public transport in Queensland of course.
Until that is addressed band-aids on festering wounds will achieve not much.

Have a great day!

Best wishes,
Robert

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Sent to all outlets:

19th February 2017

TransLink Customer Satisfaction Monthly Snapshot November 2016

Greetings,

The TransLink Customer Satisfaction Monthly Snapshot November 2016 is now publicly available.
[ https://publications.qld.gov.au/dataset/translink-public-transport-performance-snapshots/resource/924e5c53-e6d8-44b4-9714-74c94e3fd2dd ]

No wonder it has been held back.

Every KPI for train has had a statistically significant decrease. Never seen this before, guess rail fail is really starting to bite hey?

An appalling performance really.   Anyone want a cash bonus?





Best wishes
Robert

Robert Dow
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RAIL Back On Track https://backontrack.org
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Online ozbob

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Re: TransLink Customer Satisfaction Monthly Snapshot November 2016
« Reply #9 on: February 20, 2017, 02:31:53 AM »
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Offline SurfRail

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Re: TransLink Customer Satisfaction Monthly Snapshot November 2016
« Reply #10 on: February 20, 2017, 07:55:01 AM »
^^ They don't measure tram?

Can't have everybody else looking completely incompetent by comparison every single month, can they?
Ride the G:

Offline Stillwater

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Re: TransLink Customer Satisfaction Monthly Snapshot November 2016
« Reply #11 on: February 20, 2017, 08:13:54 AM »
Don't worry, QR is hiring a media expert to solve this.  You won't be any better off in terms of service, but you will be made to feel good about your lot.   :hg  QR - Always Thinking Like A Customer.

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Re: TransLink Customer Satisfaction Monthly Snapshot November 2016
« Reply #12 on: February 20, 2017, 11:01:12 AM »
:P

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Re: TransLink Customer Satisfaction Monthly Snapshot November 2016
« Reply #13 on: February 20, 2017, 04:43:26 PM »
Brisbanetimes --> Queensland Rail commuters slam services in latest TransLink monthly snapshot

Quote
Brisbane train commuters are fed up with everything from cleanliness and affordability to the location of their station, as the rail fail prompts users to condemn all aspects of the beleaguered operator.

One month after the opening of the Redcliffe Peninsula Line, which led to ongoing cancellations due to a driver shortage - including more than 100 on October 21 - train commuters were surveyed on a range of aspects of their ride.

The results were not good.

Train commuters were the least happy users in every category they were surveyed on by TransLink in November - below bus and ferry commuters.

And every category suffered drops from the previous month, even seemingly unrelated aspects, such as "proximity" - convenience of available routes, distances from stops and stations and proximity of Go Card outlets - which was given a rating of 70 out of 100 in November. The previous month it was 74.

Satisfaction levels of 75 and above are considered "best practice", while 60 and above is considered "satisfactory".

Overall satisfaction for November received a score of 66 (down from 71 in October), safety and security was 74 (down from 79), reliability and frequency was 63 (down from 70), comfort was 65 (down from 70) and efficiency was 68 (down from 73).

Information – ability to understand on board and at-station information, timetable and journey planning information – dropped from a score of 73 in October to 64 in November.

Affordability sunk to a dismal score of 45 in November, from 50 in October.

Even ease of use – including understanding ticketing, using Go Cards, finding stops – decreased to 75 from 80 the month before.

It shows how Queensland Rail's failures in terms of train cancellations has led to an across-the-board perception problem.

QUT marketing expert Associate Professor Gary Mortimer said a crisis could make people overly sensitive towards other aspects of the business.

"Things are noticed and reported more sensitively, we become more sensitive towards every element if there's a level of criticism directed at an organisation," Dr Mortimer said.

But Dr Mortimer said time healed all wounds, even in PR disasters.

"They need to come out and clearly articulate the error of their ways, accept responsibility and put a program in place to resolve the matter," he said.

"The Queensland government and QR will fix the problems associated with the drivers, they'll bring more drivers on and the timetable will come back online and in six months' time, it'll be old news and no one will care."

Opposition Transport spokesman Andrew Powell said commuters were fed up.

"And now we have the data to prove it," Mr Powell said.

"Every single customer satisfaction rating for trains has fallen.

"Unfortunately for commuters, we're set for another two years of service cuts and packed trains."

Transport Minister Jackie Trad said the Palaszczuk government was focused on fixing the trains and delivering better services for south-east Queenslanders.

"We have committed to implementing all 36 recommendations of the Strachan Inquiry and have established a watchdog to oversee Queensland Rail's sweeping reforms," Ms Trad said.

Ms Trad said the government was serious about investing in jobs to ensure it had enough new drivers and guards to run the network.

"We have also rolled out Fairer Fares for commuters in January - slashing fares, reducing zones and making it more affordable for commuters to travel on public transport," she said.











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Re: TransLink Customer Satisfaction Monthly Snapshot November 2016
« Reply #14 on: February 20, 2017, 05:36:14 PM »
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Re: TransLink Customer Satisfaction Monthly Snapshot November 2016
« Reply #15 on: February 21, 2017, 02:29:36 AM »
Couriermail --> Queensland Rail passenger confidence at near-record lows

Quote
PASSENGER confidence in Queensland Rail has slumped to near-record lows, according to November performance data released by the State Government yesterday.

All 11 key performance indicators for November were down on previous months, with the reliability rating dropping to 63, the lowest since 2011, when Premier Annastacia Palaszczuk was Transport Minister in the Anna Bligh government.

Overall satisfaction also plunged four points further than when Labor first took ­office after the much publicised rail fail in October last year.

Transport revenue took a hit with overall go card patronage for all rail, bus and ferry transport down to just under 300,000 trips for November compared to the same period in 2015.

Queensland Rail debacle continues to frustrate commuters

Among the biggest commuter gripes was information from Queensland Rail, which dropped nine points while reliability dropped seven points.

The recent Strachan inquiry found the unions had wrought havoc within Queensland Rail, leading to a culture of hiding bad news.

Transport Minister Jackie Trad acknowledged the poor performance in the November report and said she was committed to delivering better public transport.

“We have committed to implementing all 36 recommendations of the Strachan inquiry and have established a watchdog to oversee Queensland Rail’s sweeping reforms,” she said.

“Overcoming a legacy of insufficient recruitment is a major task, but as a government we’re serious about investing in jobs to ensure we have the number of new drivers and guards needed to run the network going forward. Last week I welcomed a class of more than 60 trainee drivers and guards.”

Opposition transport spokesman Andrew Powell said it was no wonder release of the November report had been delayed.

“Commuters are fed up and now we have the data to prove it,” Mr Powell said.
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Re: TransLink Customer Satisfaction Monthly Snapshot November 2016
« Reply #16 on: February 21, 2017, 07:41:41 AM »
Brisbanetimes --> CityCat people are the happiest people

Quote
If you want to arrive at work feeling perky and happy, try catching a CityCat.

While the latest monthly satisfaction data shows train commuters are even unhappier - about everything - following the Queensland Rail driver shortage debacle, ferry users are practically euphoric.

Ask a ferry commuter how they feel about safety and security and they would probably give it a score of 90 out of 100.

Ask a train commuter and they would say 74, while a bus user would give it an 80.

The results are detailed in the November TransLink customer satisfaction monthly snapshot, which came a month after QR was "derailed" following the opening of the Redcliffe Peninsula Line, and more than 100 services cancelled on October 21.

Train commuters scored every category lower in November compared with October, but ferry users remained blissfully unaware of the chaos - even feeling happier about most aspects of their trip.

What about staff? Those happy CityCat people would give them a 90, compared with 77 for train commuters and 80 for bus users.

Satisfaction levels of 75 and above are classified as "best practice", while 60 and above is considered "satisfactory".

Reliability and frequency had a score of 78, compared with 63 for train users and 66 for bus users.

Comfort scored at 79 compared with 65 for train and 75 for bus users.

Efficiency, as in door-to-door travel time and avoidance of congestion, even scored at 78, despite the fact that most CityCat journeys would take longer than catching a train (68) or bus (70).

The lowest score from ferry fans was dished out to "affordability" but it was still markedly higher at 59, than train (45) and on par with bus (60) users.

Griffith University public transport expert Associate Professor Matthew Burke said there were several benefits of catching a CityCat as opposed to other transport options.

"People can actually work on the ferries better than they can on buses," Dr Burke said.

"We see a lot of people sitting with laptops, with papers, actually doing productive work, we see very little of this on the buses."

Dr Burke said catching a CityCat was also a "really pleasant experience".

"To be down on the water, to come in, arrive under the Story Bridge and have that visual experience," he said.

"It's also nice to be close to nature and water is one of those things that's been proven over time to make people happy."

Dr Burke said he had recently conducted research into go card trips during peak hour, where identifying information had been stripped, from Bretts Wharf to the city - where there was the option to either catch a bus or CityCat, with the stops next to each other.

He said a large number of passengers chose the CityCat, despite the longer travel time.

The bus trip would take about 23 minutes, whereas the CityCat journey would take about 40 minutes.

"We actually have people who are willing to travel longer because they get these other benefits," Dr Burke said.

"This tells us that some of the ways we do cost-benefit projects for transport projects probably needs to change."

Dr Burke said Brisbane's CityCats also had outstanding on-time running.

"It happens because there's never a car broken down in front of them, the river is wide, they don't have congestion problems," he said.

"They're extremely reliable. The other thing, and this is less remarked on, is there's only a small number of drivers and crew and regular passengers tend to get to know them, at least recognise them, so it becomes a pretty friendly service."
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Re: TransLink Customer Satisfaction Monthly Snapshot November 2016
« Reply #17 on: February 21, 2017, 09:49:40 AM »
Any real hope of proper network reform is now gone thanks to #railfail

Cr Schrinner has been making good capital out of it all, and good on him. 

Cr Schrinner is still receptive to network reform but at best it will be piecemeal and subject to political approval as the major determinant I expect.


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Re: TransLink Customer Satisfaction Monthly Snapshot November 2016
« Reply #18 on: February 21, 2017, 06:30:28 PM »
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Offline #Metro

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Re: TransLink Customer Satisfaction Monthly Snapshot November 2016
« Reply #19 on: February 21, 2017, 06:49:25 PM »
Paul Pluta might be a bit of an oddball, but he gets the job done. No doubt about that!


The story is a bit of a beat up - I don't think QR has much to do with derailments on the freight network that are totally outside of the

SEQ network area. Perhaps Channel 7 still thinks QR runs freight?


I know of no operator anywhere in the world - public or private - that needs a separate dedicated government monitoring

organisation (CityTrain Response Unit) to make sure that it is doing what it is doing correctly.


A bit rich for Scott Emerson MP to come out swinging as well. Scott Emerson is one of the causes - he stuffed up the BCC bus network

review (goes to show that even the minister has no teeth when it comes to BCC) wrecked the NGR project and his party contributed

to the timetable collapse we see today.
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Offline Gazza

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Re: TransLink Customer Satisfaction Monthly Snapshot November 2016
« Reply #20 on: February 21, 2017, 08:08:48 PM »
If the derailments are caused by poor track quality, QR is absolutely to blame....

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Re: TransLink Customer Satisfaction Monthly Snapshot November 2016
« Reply #21 on: February 21, 2017, 10:07:07 PM »
If the derailments are caused by poor track quality, QR is absolutely to blame....

As Metro said. Its a beat up. Many of the 'derailments' were on Aurizon leased tracks. QR was one of the investigating bodies as they are the overall owners and the first derailment was due to a washout as a result of extremely high rain.



There were 17 running line derailments reported in 2015-16. This is the same number of running line derailments that
were reported in 2014-15, however, a 31.3 per cent decrease on the annual average of 24.8 derailments a year between
2011-12 and 2014-15. Of the 17 running line derailments, thirteen (76.5 per cent) were freight trains while the other four
were track maintenance vehicles. There were no passenger train derailments reported in 2015-16.

Seven (41.2 per cent) running line derailments occurred on the Mount Isa line, three were along the central coal
network, three along the south-western line west of Toowoomba, two within the Brisbane metropolitan region and two
north of Innisfail.
While the trendline shows a steady decline in running line derailments reported over the past five years, the fact there
were eight running line derailments in the second quarter of 2015-16 show that there is still a need for both operators
and the Rail Regulator to remain vigilant.

In 2015-16 there were seven Category A running line collisions which is an increase on 2014-15
and on the previous four year average.
Of the seven running line collisions, the total included three between rolling stock, one between trains, one with a
person, one with a road vehicle not at a level crossing and one with a piece of rail infrastructure.

During the year there were 473 Category B running line collisions, compared to 428 in 2014-15. Of these, 234 involved
collisions with animals, 212 involved obstructions such as tree branches, landslip or objects intentionally left on track,
20 collisions with infrastructure such as station platforms and seven minor collisions with persons, vehicles or rolling
stock.
There were 37 yard collisions reported in 2015-16, which is well below the 53 reported in 2014-15, and the average
annual of 47.4 over the previous four years. Of these, 22 were collisions with infrastructure, seven with obstructions,
four with rolling stock and four with an animal, person or road vehicle
« Last Edit: February 21, 2017, 10:30:25 PM by HappyTrainGuy »

Online ozbob

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Re: TransLink Customer Satisfaction Monthly Snapshot November 2016
« Reply #22 on: February 28, 2017, 05:43:59 PM »
Queensland Parliament Hansard

Matters of public interest

https://www.parliament.qld.gov.au/documents/hansard/2017/2017_02_28_DAILY.pdf

Queensland Rail

Mr POWELL (Glass House—LNP) (12.34 pm): Mr Deputy Speaker, it is official: the trains have
not been this bad since the Premier, Annastacia Palaszczuk, was the transport minister and in control
at Queensland Rail.

Opposition members: Toot! Toot!

Mr POWELL: I take that interjection from the members of the LNP. Commuters already
suspected it and even the member for Nudgee knew it, as we learned this morning. Now we finally have
the data to back it up. As much as this government professes to be open and transparent—albeit that
we saw a rather cagey effort by the Minister for Energy this morning—it was the LNP who had to pry
the truth out of the Premier’s hands when it came to TransLink customer satisfaction. When did the
people of South-East Queensland get this data? They got it late on a Friday afternoon. Talk about open
and transparent: talk about a cover-up!

The November TransLink monthly performance snapshot shows that every customer satisfaction
measure for trains has decreased and that, as a result, the performance of public transport across
South-East Queensland is being dragged down by this incompetent Labor government’s management
of our Citytrain network. It is unsurprising, but now we have data to show just how much commuters
have given up on this inexperienced Palaszczuk government. Let me run you through some of the stats.
I would like to say that I will run you through the good ones to start with, but there are none. Overall
satisfaction with train usage in South-East Queensland is now at 66 points, which is four points lower
than at the 2015 election. That is not a shock. Since this mob took office the Redcliffe line has been
delayed, thousands of services have been cancelled and there has been a damning commission of
inquiry. Who can blame commuters for not being happy?

The next rating is the clincher—and I bet the Deputy Premier likes this one—because the train
reliability rating is the lowest since Premier Palaszczuk was transport minister back in 2011. During the
member for Inala’s tenure as the minister the reliability rating of our Citytrain network was atrocious.
The rating in quarter 3 of 2010-11 was 62; in quarter 4 of 2010-11 it was 61; and in quarter 1 of 2011-12
it was 61. If you fast-forward to November 2016 when the then Minister for Transport is now the Premier
of this state we have a reliability rating of 63 points. Six years of the Premier’s fingerprints are all over
Queensland Rail failures. We will go through some of the other train KPI failures of this government
from October to November 2016.

The graphs are quite telling when we look at them, because overall satisfaction is down four
points and safety and security are down five points. As it tracks along there—it is the lighter coloured
one—you see that it basically falls off a cliff in October 2016. Reliability is even worse. It was faring
better than all modes and then buses but, as you can see, there is a cataclysmic drop off the cliff in
October 2016 combining with Labor’s rail fail, down seven points. Comfort is down five points, and
again the same cliff is very evident in the graphs. Ease of use is down five points; proximity, down four
points; efficiency, down five points; and information—this is hardly surprising at all—down nine points.
Clearly, commuters are fed up with the lack of information about what is going on on their rail
network. The rating for accessibility is down five points, the rating for staff is down five points and the
rating for affordability is down five points. As I said, there is simply no good news for the government in
this monthly snapshot.

This is not the report card of a government that knows what it is doing. This is the mark of an
inexperienced Labor government, out of its depth and beholden to the unions. The LNP’s record is
clear, and commuters know it: if you want trains to run on time every time, you need an LNP
government.
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