TransLink Monthly Performance Snapshot - July 2019

[ozbob]

Due for release today, as well as the QR performance data.

Be interesting to see what form the snapshot is.  Might be a bit different ..

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[ozbob]

Published:

https://publications.qld.gov.au/dataset/translink-public-transport-performance-snapshots/resource/68a2c68c-8e0a-4a8d-ba8a-81048b3db411

What do you think?

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[ozbob]

https://twitter.com/railbotforum/status/1171316365875019776

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[SurfRail]

As near as I can tell, those numbers are completely meaningless.

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[Fares_Fair]

Absolutely concur SR.
Sanitized beyond all recognition.

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[ozbob]

In a few months there will be some relative comparisons I guess ...

meanwhile   

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[ozbob]

No explanatory statement as to what it all means.

 

This is what it is based on ..  https://translink.com.au/about-translink/reports-and-publications

Customer Experience Survey - 2019 pilot

TransLink is running a pilot project for a new Customer Experience survey, from January 2019. If you have a go card, have ‘opted in’ to receive information from us and have travelled recently, you may be chosen at random to receive an invitation to participate.

Customer surveys are undertaken all year round, to gather information about the network and customer’s experiences. This helps us understand customer expectations and inform services, passenger information, and ticketing.

You may receive an email, text message or phone call (if you are a regional customer or use a paper ticket or flash pass) be approached at a stop or station to answer questions about your experiences on public transport. The questions will be based on a recent trip you have taken.

The survey is undertaken by an independent market research company, and is being trialled in conjunction with our regular research during the first few months of 2019. Results of the surveys, and more information about how this impacts regular reporting, will be published once the pilot phase is complete.

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[ozbob]

Sent this email to the DDG TransLink cc. to the Minister

10th September 2019

Dear etc.

We note the format of the monthly performance snapshot has changed with the publication of the July 2019 snapshot.  We did expect a change following on from the pilot Customer Experience Survey.

Are there any explanatory notes to accompany the new snapshot please?   What does it mean in terms of scores?  What are the sample sizes and so forth?  We are somewhat surprised there has not been a statement announcing the change in reporting of the snapshots.

We expect that in time it will build into some sort of meaningful series, it just looks too abstract and without much meaning at present.

Thanks,

Robert

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

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[ozbob]

Sent this email to the DDG TransLink cc. to the Minister

10th September 2019

Dear etc.

We note the format of the monthly performance snapshot has changed with the publication of the July 2019 snapshot.  We did expect a change following on from the pilot Customer Experience Survey.

Are there any explanatory notes to accompany the new snapshot please?   What does it mean in terms of scores?  What are the sample sizes and so forth?  We are somewhat surprised there has not been a statement announcing the change in reporting of the snapshots.

We expect that in time it will build into some sort of meaningful series, it just looks too abstract and without much meaning at present.

Thanks,

Robert

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

Prompt response from DDG.

Hi Robert

Yes we’ve moved over the the new customer experience score methodology which is based on shorter surveys which can be done  on mobile devices. 

I’ll ask the team to prepare a one pager with all the details.  I think it will be featured in the next TransLink Tracker.

thanks

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[ozbob]

Updated ...

https://translink.com.au/about-translink/reports-and-publications

New Customer Experience Survey

TransLink has launched a new survey to measure the opinions and experience of public transport customers.

The previous survey methodology was in place for more than 10 years and had served the department well in providing a robust, detailed customer satisfaction tracking mechanism. However, new technologies and data presented an opportunity to improve the survey experience for customers. In particular, the old survey was very long for customers to complete and could not be completed on a mobile device.

The new approach responds to feedback from customers that they would like a quicker and easier way to complete the survey. Specifically, customers can now choose to take several shorter surveys, which are much easier and quicker to complete. Customers also now have the option to take the survey on a mobile device.

As part of the simplifying the surveys, the customer experience is now measured using a 1 to 5 scale, where 1 is very dissatisfied and 5 is very satisfied. This approach is more modern than the old 0 to 100 scale, is more intuitive for customers, takes less time to answer the questions, and is compatible with mobile devices. Importantly, it also allows for more customers to provide their feedback, as the format is compatible with accessibility features such as text-to-speech.

A pilot study commenced on 21 January 2019 in South East Queensland to trial the new methodology. The response from customers has been positive, with specific feedback about the shorter time to complete, and the option of taking the survey on their mobile devices.

The new survey also allows for a far greater number of customers to provide their feedback to TransLink. More than 30,000 customers were able to participate during the six-month pilot period, compared to only 16,500 each year under the old research methodology.

The customer understanding gained from this research will be used to drive targeted public transport improvements, and to help ensure the public transport experience is meeting customer needs. The survey is undertaken by an independent market research company.

If you haven't ever registered your go card, and would like the opportunity to participate in the survey at random, you can register it here.

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[ozbob]

The new format data is available here > https://www.data.qld.gov.au/dataset/translink-monthly-performance-data

E.g.  Customer experience – overall



You can make bar graphs.  I like bar graphs ... 

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