Summary 2009 SEQ Public Transport Report Card

[ozbob]

Average scores as indicated.  The value is the relative rankings.

Citytrain

Lines

Gold Coast 7
Rosewood 6.3
Ipswich 6.1
Ferny Grove 6
Airport 6
Shorncliffe 5.7
Beenleigh 5.6
Caboolture 5.4
Cleveland 5.4
Doomben 5.4
Nambour 5
Gympie North 4.5

Bus

Brisbane south 6.6
Brisbane west 6.3
Brisbane east 6
Brisbane north 5.8
Brisbane central 5.7


Sunshine Coast 6.3
Gold Coast 4.8

Northern 6.6
Southern 5.8
Eastern 5.6
Western 4.4

River

City Cat 7.6
Ferry cross river 6
Ferry inner city 6

Go Card 6.5

QR Passenger 6.7
BCC - Active transport 6.3
TransLink 5.4

[ozbob]

Again we have confirmed the dismal situation with the Sunshine coast line.  The frequency is abysmal.  Time for some serious support for these commuters.  

Gold Coast and Ipswich lines have benefited from additional services.

It is clear why the light rail rapid transit is needed for the Gold Coast ...

The City Cats are always popular and provide a good service, even if limited in absolute capacity.

Western district bus improvements must be a priority for TransLink.  For too long these commuters have had to put up with late and irregular bus services.

The community engagement activities of QR Passenger have had a positive effect.

Go card has a way to go ....

[ozbob]

Media Release 15 December 2009

SEQ:  Public transport report card 2009

RAIL Back On Track (http://backontrack.org) a web based community support group for rail and public transport and advocate for public transport commuters has compiled a public transport score card assessing the public transport performance in SEQ for 2009.  The results can be viewed on line here --> http://backontrack.org/mbs/index.php?board=41.0

Robert Dow, Spokesman for RAIL Back On Track said:

"Thanks to all our public transport staff for their constant efforts to transport citizens in a safe and timely manner in 2009."

"RAIL Back On Track members have rated public transport for 2009. QR Citytrain network, the major bus regions, the river ferry system and the Go card have been given an aggregate score on a scale of out of 10. The major factors considered for the different parts of the network are the timetable, congestion, parking, stations, and bus integration as appropriate for each sector. The Go card was rated on overall performance for 2009 on all modes - bus, ferry and rail."

"The value of this exercise are the relative comparisons and it clearly identifies the areas of the public transport that need further significant improvements from the point of view of the user."

"Brisbane river transport, the ferries and CityCats, are the public transport 'quiet achievers' of SEQ. Limited in absolute capacity river transport performs well and is highly regarded by commuters overall."

"The public consolidation of the Go Card continued throughout 2009.  Most of our members use the Go card daily and are an informed user base.  The Go Card is a major project and despite some shortcomings it is in active use and this is a significant achievement. Recently the 500,000 card was issued. On rail the Go card is reliable; there are some ongoing issues on bus and ferry.  There is also a need for better fares including capping and a periodical option to the Go card and capping, and improved administrative practices with the Go card support. Overall, the Go card did not rate that well, this is primarily because of the issues on buses, confounded by the administrative difficulties experienced by users. In 2010 it is essential to address the issues with the Go card and drive it forwards as it will be the only ticketing choice for public transport by 2011."

"Constant improvements to many bus routes facilitated by the introduction of more buses into service has helped improve bus transport.  Unfortunately, road traffic congestion impacts on buses, and there are still too many passengers left stranded at bus stops as full buses pass by as well.  Better integration with other transport modes should be an aim for 2010, with the continued introduction of feeder bus routes to key rail and bus stations. The introduction of the pre-paid bus routes was a good move. Busways work well, but are approaching some capacity constraints at peak times."

"QR Citytrain has had a solid year overall.  A number of significant timetable improvements have also increased performance on some lines, notably the Ipswich and lately the Gold Coast line.  The ontime performance has been influenced by factors largely outside the control of the operator, and peak passenger congestion remains an issue at times.  Trains run 365 days a year from early morning to late evening and even past midnight.  Improved service frequency during wider peak times should be the immediate aim for 2010.  The Caboolture and Ipswich lines need more services as a priority. QR Citytrain continued their excellent community engagement through a large number of Community Reference Groups and this is a most welcome initiative from users' point of view."

"Since the track upgrades on the southern line, the introduction of a new timetable with extra services, and the roll out of the new series Interurban Multiple Unit (IMU) trains, the Gold Coast line is no doubt one of the best in the land and now extended to Varsity Lakes. High speed between the Coast and Brisbane, frequent express services Beenleigh to the CBD with IMU trains as the rule is something I think everyone would like emulated on the other long haul lines."

"Closely linked to the Gold Coast services is the Airtrain.  Gold Coast trains run through to the Airport.  A constant criticism of the Airtrain service is the relative high costs of fares compared to the rest of the network, some hidden fare cost imposts for rail users who use a Go card or purchase a joint ticket from their home station direct to the Brisbane Airports, and the restricted hours of operation.  Properly priced, with hours of service that match the actual flights the railway line to the airports could be a real congestion buster."

"Again we have confirmed the dismal situation with the Sunshine coast line.  The frequency is abysmal.  Time for some serious support for these commuters.  Western district bus improvements must also be a priority for TransLink.  For too long these commuters have had to put up with late and irregular bus services."

"The new fare strategy with very significant cost increases for many commuters from the 4th January 2010 will create an expectation of improved delivery.  Promises must be met with action and delivery of improved services."

"In summary, there is a limited capacity to expand river and bus mass transit.  To get the bulk capacity for mass transit rail must be expanded in terms of track capacity, and further increases in rolling stock and crew.  We must also use the present resources to the maximum utility. The present suburban rail system can increase capacity easily if properly resourced.  This will in turn take pressure of the other public transport modes and will allow more direct bus feeder routes."

"Best wishes to all for continuing success in 2010!"

Summary of Scores

Above 8  = very good overall performance
7 to 8  = acceptable performance, minor improvements needed
6 to 7 = significant improvements required
Below 6 = urgent major improvements needed

Average scores as indicated.

Citytrain

Lines

Gold Coast 7
Rosewood 6.3
Ipswich 6.1
Ferny Grove 6
Airport 6
Shorncliffe 5.7
Beenleigh 5.6
Caboolture 5.4
Cleveland 5.4
Doomben 5.4
Nambour 5
Gympie North 4.5

Bus

Brisbane south 6.6
Brisbane west 6.3
Brisbane east 6
Brisbane north 5.8
Brisbane central 5.7


Sunshine Coast 6.3
Gold Coast 4.8

Northern 6.6
Southern 5.8
Eastern 5.6
Western 4.4

River

City Cat 7.6
Ferry cross river 6
Ferry inner city 6

Go Card 6.5

QR Passenger 6.7
BCC - Active transport 6.3
TransLink 5.4


Contact:

Robert Dow
Administration
admin@backontrack.org

[ozbob]

Some folks have expressed concerns with the small numbers for the survey. 

This is a valid concern, but I see the annual report card more as an 'online focus group'.  We constantly monitor the various modes and regions throughout the year and informed input although small is still very valuable.  I also receive much 'private correspondence' which corroborates largely our public results.

The summary of the major issues is what is useful, as it clearly highlights in our members eyes the major areas/regions/modes for improvement.

Recent comments from a wide variety of sources, media, blogs, talk back are in line with our 2009 Report Card results.

Cheers
Bob

[Jon Bryant]

Surely Translink should be doing their own report card based on passenger and non-passenger surveys using various methods 

[STB]

The other concern I would have Robert, is not only it's an online small focus group, but it's also a group with specific concerns about public transport (a lobby group), people wouldn't be here and seeing the voting threads otherwise, therefore the results will be skewed and will be lower than the results of a professional survey in the overall perspective of the travelling public, network operations, network planning, which in turn is worked out by patronage levels and movements, among many other things.  Additionally, your survey only covers one aspect of public transport, and doesn't cover what I mentioned.  The other things your survey doesn't cover for example includes future demand forecasting and public transport economics forecasting.

I do know TransLink do have 6 monthly surveys (might be more often nowadays, I'm not sure) that give a rating of a whole range of things, including patronage satisfication with the network, which is then broken down into several dozen criteria and sub-criteria, some of which I just mentioned.  This is done by the Neilsen mob, and is given out internally to the planners for standard planning and strategic planning purposes.

The last one I remember seeing (about 12 months ago), had the Eastern Region with a satisfication level slightly higher than the Southern Region, with a 6.3 and 6.1 respectively IIRC.

[ozbob]

therefore the results will be skewed and will be lower than the results of a professional survey

Exactly, that is why I always preface the results the value is in the relative ratings.  Absolute values are meaningless, even in the professional surveys.

Our report card is very useful and confirms much of the general issues with public transport.  Does the fact that we are a lobby group for transport preclude us?  Of course not, this is a democracy.  The fact that the media do find it of interest is their business.  It is very clear that is by RAIL BoT members, but members generally well informed overall and interested in public transport (or otherwise they wouldn't be here!). 

TransLink are re-organising their survey process, not in this latest Tracker for example and a comment to that effect is in the tracker.

Cheers
Bob

[ozbob]

... To continue to meet our customers' needs, a new customer satisfaction survey is
currently under design. These new customer survey results will return to future editions
of Tracker ...

TransLink Tracker http://download.translink.com.au/about/0910q1_tracker.pdf

Introduction by Mr Strachan CEO TTA

[#Metro]

The other concern I would have Robert, is not only it's an online small focus group, but it's also a group with specific concerns about public transport (a lobby group), people wouldn't be here and seeing the voting threads otherwise, therefore the results will be skewed and will be lower than the results of a professional survey in the overall perspective of the travelling public, network operations, network planning, which in turn is worked out by patronage levels and movements, among many other things.  Additionally, your survey only covers one aspect of public transport, and doesn't cover what I mentioned.  The other things your survey doesn't cover for example includes future demand forecasting and public transport economics forecasting.

I understand the spirit of the argument that the survey sample is small etc.
True, but no member of the general public is going to bother to discuss the issues at length for free like RailBOT does. And certainly not to the depth, analysis and ongoing basis that members contributions have. To get the same information that we give out for free would require an extremely expensive consultant ($30 000?) etc. And it would be one shot too, not ongoing like this forum.

With regards to professional surveys etc, TL and DTMR should be doing this stuff anyway. They are the ones with all the $$$ and expertise. But sometimes I wonder if the things they put out have been designed in such a way as to hide the warts and look favourably upon the QLD Government at the time (like 100% bus reliability last time or conveniently missing efficiency metrics like $/passenger-km for each mode).