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TransLink TrackerOctober 2015–December 2015 Q2

For more information

Web translink.com.au

Phone 07 3338 4000

Fax 07 3338 4001

Mail TransLink Tracker

TransLink Division

GPO Box 50

Brisbane Qld 4001

About TransLink

As a division of the Department of Transport and Main Roads, we are

responsible for leading and shaping Queensland’s overall passenger transport

system. We facilitate passenger transport services for Queenslanders and aim

to provide a single integrated transport network accessible to everyone. We

partner with a range of service providers and government agencies throughout

Queensland to deliver high-quality public transport services, ticketing,

information and infrastructure.

TransLink services operate in the Greater Brisbane (including Ipswich),

Sunshine and Gold Coast regions, as well as Cairns. Within South East

Queensland, TransLink operates across 23 zones and 7 regions. The network

stretches from Gympie in the north to Coolangatta in the south and west to Helidon.

In the north, TransLink manages the Cairns bus network which stretches from

Palm Cove in the north, south to Gordonvale and west to Redlynch, as well as

incorporating Cairns City and the surrounding suburbs.

TransLink has state-wide responsibility for:

• mass transit including bus, train ferry, and tram across South East Queensland

• buses in Cairns

• regional services

• active transport (cycling, walking)

• taxi regulation

• long distance rail, coaches and regional air.

Translink operates with a ‘Customers first’ focus and our primary vision

is to ‘Connect Queensland–delivering passenger transport for prosperity’.

For timetable and public transport information, visit translink.com.au

or call 13 12 30 anytime.

1Department of Transport and Main Roads, TransLink Tracker 2015–2016 Q2

Contents

2 Foreword

4 Patronage

4 Total network-wide patronage—quarterly

4 Bus patronage—quarterly

4 Bus patronage by SEQ region

5 Train patronage—quarterly

5 Ferry patronage—quarterly

5 Tram patronage—quarterly

5 Fare and subsidy per trip

6 Services on-time running and services delivered

6 Bus on-time running—Overall

6 Bus on-time running—by SEQ region

6 Train on-time running and services delivered

6 Tram punctuality and reliability

7 Customer interactions

7 Total customer interactions

7 Journey planner customer interactions

7 Customer complaints

7 go card customer complaints

8 go card

8 go card use network-wide

8 go card use by mode

9 go card fixed fares

9 go card adjustments

9 go card customer complaints

10 Customer satisfaction

10 Overall satisfaction

10 Safety and security

10 Reliability and frequency

11 Comfort of ride

11 Ease of use

11 Proximity

12 Efficiency

12 Information

12 Helpfulness of staff

13 Affordability

13 Accessibility

13 go card

14 Passenger safety and security

14 Fines and warnings

14 Passenger injuries

16 Springfield rail line profile

2 Department of Transport and Main Roads, TransLink Tracker 2015–2016 Q2

Welcome to TransLink Tracker for the second quarter of the 2015/16 financial year.Welcome to TransLink Tracker for the second quarter of the 2015/16 financial year.

This is the second edition of TransLink Tracker since the publication was revitalised

as part of our commitment to transparency and accountability.

Once again, the key highlight for this quarter (October–December 2015) is an

increase in patronage across all modes of public transport when comparing the

data to the same period the previous year.

The overall increase was about 1.74 million trips or 4.2 per cent, with bus increasing

3.1 per cent, train trips up by 3.8 per cent, ferry up 8.5 per cent and tram increasing

by more than 20 per cent.

While these results are positive, as I noted last quarter, we cannot be

complacent. We are aware that some of this quarter’s increase relates to the

impact Brisbane’s G20 summit had on patronage in November 2014 during the

comparative reporting period.

In addition to reporting TransLink Tracker’s regular data this edition also highlights

another patronage good news story with a profile on patronage growth on the

Springfield train line.

Comparative data is now available as South East Queensland’s newest train

line celebrates its second full year of operation. This comparison shows a

strong patronage growth of more than 12 per cent year to year.

As our profile mentions, this continued growth on our newest line augers well

for the introduction of the Moreton Bay Rail Link when it opens later this year.

It is exciting to think that in just two years’ time Moreton Bay Rail will have the

mantle as our newest railway line, and we will be in the same position as we are

today with Springfield with the first year-to-year performance data available for

review.

I can sense another patronage profile piece coming on.

STIRLING HINCHLIFFE MP

Minister for Transport and the Commonwealth Games

Foreword


47.09 43.09

0.00

10.00

20.00

30.00

40.00

50.00

60.00

Q1 Q2 Q3 Q4

Million trips

2014-‐15

2015-‐16

Mill

ion

Tri

ps

Total network-wide patronage—quarterly

27.24 million trips

12.13 million trips

1.75 million trips

1.96

million trips

Patronage

Patronage for Q2 increased

across all public transport modes.

Overall, there were 43.09 million

trips taken across the South East

Queensland TransLink network during

the second quarter of 2015–16. This

was an increase of 4.2 per cent, or

about 1.74 million trips, compared

with the same period the previous year.

Bus trips rose by more than 812 000 to

27.24 million trips this quarter compared

with the same quarter the previous year.

The number of train trips increased

by nearly 450 000 to 12.13 million.

29.86 27.24

0.00

5.00

10.00

15.00

20.00

25.00

30.00

35.00

Q1 Q2 Q3 Q4

Million trips

2014-‐15

2015-‐16

Mill

ion

Tri

ps

Bus patronage—quarterly

Bus patronage by SEQ region

SEQ Region 2014-15 Q1 2014-15 Q2 2015-16 Q1 2015-16 Q2Brisbane 19,851,231 17,398,842 20,243,109 18,167,850 Sunshine Coast 1,403,298 1,305,905 1,433,514 1,334,745 North 1,537,161 1,427,666 1,506,242 1,397,966 East 756,399 699,814 767,310 709,697 South 1,688,906 1,537,997 1,733,518 1,580,609 West 600,303 553,097 584,604 542,960 Gold Coast 3,592,127 3,506,308 3,592,309 3,508,237 Total 29,429,425 26,429,629 29,860,606 27,242,064

201

4–20

15

201

5–20

16 2

014–

2015

2

015–

2016


In Q2 the average fare per trip paid by

customers was $2.12 and the average

Queensland Government subsidy per

trip was $6.91.

The Q2 subsidy is based on

network funding from the Queensland

Government of $388.8 million less fare

revenue of $91.2 million for the quarter.

Revenues collected through

fares made up 23.4 per cent of

total funding during Q2.

Ferry trips increased by more than

136 000 or 8.5 per cent over the

same comparative period.

Tram patronage was 1.96 million this

quarter compared with 1.63 million for

the same period the previous year; an

increase of 20.7 per cent.

Footnote

1 Ferry patronage data for Q1-Q3 of 2014-15 reflects reduced patronage due to the closure of various Brisbane City Council ferry terminals for reconstruction works.

1.88 1.96

0.00

0.50

1.00

1.50

2.00

2.50

Q1 Q2 Q3 Q4

Million trips

2014-‐15

2015-‐16 Mill

ion

Tri

ps

Tram patronage—quarterly

201

4–20

15

201

5–20

16

Mill

ion

Tri

ps

Ferry patronage—quarterly 1

2

014–

2015

2

015–

2016

Mill

ion

Tri

ps

Train patronage—quarterly

201

4–20

15

201

5–20

16

0.00

1.00

2.00

3.00

4.00

5.00

6.00

7.00

8.00

2013-‐14 Q3

2013-‐14 Q4

2014-‐15 Q1

2014-‐15 Q2

2014-‐15 Q3

2014-‐15 Q4

2015-‐16 Q1

2015-‐16 Q2

$

Fare per trip

Subsidy per trip

$ D

olla

rs

Fare and subsidy per trip

Far

e pe

r tr

ip

Sub

sidy

per

trip


Footnote1 Within six minutes (after) or two minutes (before) the scheduled arrival time.2 Results for the current quarter are subject to change and updated results may appear in subsequent editions of this document. Results are updated following review as mandated under the terms of the operator contract.3 On-time running for bus includes events that would normally be classified as out of the control of the operator.

95.10% bus

98.43% train

Services on-time running and services delivered

Train and bus operators are

contracted to meet benchmarks

for on-time running.

Bus on-time running for Q2 was

95.10 per cent. The quarterly figure

continues to perform above the 90

per cent benchmark set by TransLink.

On-time running for trains this

quarter was 98.43 per cent.

The benchmark for on-time running

of CityTrain services in peak times

is 95 per cent.

Tram data is presented as

punctuality and reliability instead

of on-time running. Punctuality is a

measure of how close to timetable

the trams run, whereas reliability is

a measure of whether a scheduled

service actually ran.

This tram data is also reported online at

http://ridetheg.com.au/get-up-to-date/

Per

cen

t

Tram punctuality and reliability 5

Pun

ctua

lity

R

elia

bilit

y

Per

cen

t

On-

time

runn

ing

B

ench

mar

k

Bus on-time running—Overall 1 2 3

On-

time

runn

ing

S

ervi

ces

deliv

ered

B

ench

mar

k

Per

cen

t

Train on-time running and services delivered 4

Bus on-time running—by SEQ region

SEQ Region 2014-15 Q1 2014-15 Q2 2015-16 Q1 2015-16 Q2Brisbane 83.23 82.82 84.24 83.97Sunshine Coast 97.90 97.62 97.62 94.86North 98.19 98.32 98.41 97.76East 99.35 99.26 98.32 98.04South 95.98 95.38 89.19 91.84West 95.03 95.03 95.32 92.32Gold Coast 97.45 96.41 97.39 97.63


Footnote4 Less than four minutes after the scheduled arrival times on all lines, except Gold Coast and Sunshine Coast where the benchmark is within six minutes.5 Tram does not have an individual on-time running benchmark. Instead, performance levels are monitored through punctuality and reliability measures.6 Results reported in this graph are for the entire TransLink network across the state.

10.43 million

Customer interactions

More than 10.43 million customer

enquiries were received via the

TransLink website and contact

centre in Q2 2015–16.

This comprised of 10.14 million

enquiries to the website and nearly

288 000 enquiries to TransLink’s

24-7 contact centre.

In Q2, TransLink’s journey planner

accounted for 69.6 per cent of all

enquiries received through the

website and contact centre.

Overall customer complaints this

quarter were 1.71 per 10 000 trips.

go card complaints were 0.09 per

10 000 go card trips.

Customers have access to public

transport information at their fingertips

from translink.com.au, through their

mobile on the MyTransLink app, or

by calling 13 12 30.

0

2

4

6

8

10

12

2013-‐14 Q3

2013-‐14 Q4

2014-‐15 Q1

2014-‐15 Q2

2014-‐15 Q3

2014-‐15 Q4

2015-‐16 Q1

2015-‐16 Q2

Custom

er visits (m

illion)

13 12 30

Website

Cu

sto

mer

inte

ract

ion

s (m

illio

n)

Journey planner customer interactions 6

0.0

0.5

1.0

1.5

2.0

2.5

3.0

3.5

4.0

2013-‐14 Q3

2013-‐14 Q4

2014-‐15 Q1

2014-‐15 Q2

2014-‐15 Q3

2014-‐15 Q4

2015-‐16 Q1

2015-‐16 Q2

Per 1

0 00

0 trips

Per

10

000

trip

s

Customer complaints

-‐

0.1

0.2

0.3

0.4

0.5

0.6

2013-‐14 Q3

2013-‐14 Q4

2014-‐15 Q1

2014-‐15 Q2

2014-‐15 Q3

2014-‐15 Q4

2015-‐16 Q1

2015-‐16 Q2

Per 1

0 00

0 go

card trips

Per

10

000

go

car

d t

rip

s

13

12 3

0

Web

site

0

2

4

6

8

10

12

14

16

18

2013-‐14 Q3

2013-‐14 Q4

2014-‐15 Q1

2014-‐15 Q2

2014-‐15 Q3

2014-‐15 Q4

2015-‐16 Q1

2015-‐16 Q2

Custom

er visits (m

illion)

13 12 30

Website

Cu

sto

mer

inte

ract

ion

s (m

illio

n)

Total customer interactions 6

13

12 3

0

Web

site

go card customer complaints


85.9% of all trips

go card

More than 918.7 million trips have been

taken on the go card since it was first

introduced in 2008.

The go card remains the most widely

used ticketing product on the TransLink

network, representing 85.9 per cent

of all trips taken across the TransLink

public transport network during Q2

2015–16. This is 2.03 million more trips

than the same quarter the previous

year—an increase of 5.8 per cent.

go card use has increased across all

modes with bus increasing by 4.4 per

cent, train increasing by 5.3 per cent,

ferry increasing 16.3 per cent and tram

increasing by 25.8 per cent compared

with the same period the previous year.

82

83

84

85

86

87

2013-‐14 Q3

2013-‐14 Q4

2014-‐15 Q1

2014-‐15 Q2

2014-‐15 Q3

2014-‐15 Q4

2015-‐16 Q1

2015-‐16 Q2

Per cen

t

go card use network-wide

Per

cen

t o

f al

l tri

ps

0

5

10

15

20

25

30

35

40

45

2013-‐14 Q3

2013-‐14 Q4

2014-‐15 Q1

2014-‐15 Q2

2014-‐15 Q3

2014-‐15 Q4

2015-‐16 Q1

2015-‐16 Q2

Million go card trips

Light Rail

Ferry

Train

Bus

go card use by mode

Mill

ion

go

car

d T

rip

s

Bus

T

rain

F

erry

T

ram


Fixed fares only

1.8%of trips

Footnote1 Q1 2015-16 data onwards reflects a significant drop in go card complaints mainly due to a category update. Prior to Q1 standard transaction requests, including balance transfers, were inaccurately categorised as complaints.

0.0

1.0

2.0

3.0

4.0

5.0

2013-‐14 Q3

2013-‐14 Q4

2014-‐15 Q1

2014-‐15 Q2

2014-‐15 Q3

2014-‐15 Q4

2015-‐16 Q1

2015-‐16 Q2

Per cen

t P

er c

ent

of

all g

o c

ard

tri

ps

go card fixed fares

0

2

4

6

8

10

12

14

16

18

2013-‐14 Q3

2013-‐14 Q4

2014-‐15 Q1

2014-‐15 Q2

2014-‐15 Q3

2014-‐15 Q4

2015-‐16 Q1

2015-‐16 Q2

Per 1

0 00

0 go card trips

Per

10

000

go

car

d t

rip

s

go card adjustments

-‐

0.1

0.2

0.3

0.4

0.5

0.6

2013-‐14 Q3

2013-‐14 Q4

2014-‐15 Q1

2014-‐15 Q2

2014-‐15 Q3

2014-‐15 Q4

2015-‐16 Q1

2015-‐16 Q2

Per 1

0 00

0 go

card trips

Per

10

000

go

car

d t

rip

s

go card customer complaints1

The number of fixed fares (default fare

charged when there is no recorded

touch on or touch off for the go card trip)

remains steady at 1.80 per cent of all

trips. This sits within the typical band

of data for this measure.

Customers who experience issues

with their go card or wish to query their

transactions, can contact TransLink’s

24-hour contact centre on 13 12 30.


Customer satisfaction

The quarterly customer satisfaction

survey undertaken by TransLink

measures and compares changes in

the opinions of public transport users

across South East Queensland. The

survey measures satisfaction with

bus, train and ferry services and is

conducted by an independent market

research company. Tram satisfaction

is not included in this survey.

50

55

60

65

70

75

80

85

90

2013-‐14 Q3

2013-‐14 Q4

2014-‐15 Q1

2014-‐15 Q2

2014-‐15 Q3

2014-‐15 Q4

2015-‐16 Q1

2015-‐16 Q2

Bus

Train

Ferry

Safety and security

50

55

60

65

70

75

80

85

90

2013-‐14 Q3

2013-‐14 Q4

2014-‐15 Q1

2014-‐15 Q2

2014-‐15 Q3

2014-‐15 Q4

2015-‐16 Q1

2015-‐16 Q2

Bus

Train

Ferry

Overall satisfaction

Bus

T

rain

F

erry

Bus

T

rain

F

erry

Bus

T

rain

F

erry

50

55

60

65

70

75

80

85

90

2013-‐14 Q3

2013-‐14 Q4

2014-‐15 Q1

2014-‐15 Q2

2014-‐15 Q3

2014-‐15 Q4

2015-‐16 Q1

2015-‐16 Q2

Bus

Train

Ferry

Reliability and frequency


Satisfaction levels of 75 and above

are classed ‘best practise’, while 60 and

above is considered to be ‘satisfactory’.

The 10 categories for each of these

modes of public transport (bus, train

and ferry) give a total of 30 results

which in turn are compiled from

multiple sub-categories.

Two further graphs are presented in

TransLink Tracker. They are the overall

result for customer satisfaction and the

go card satisfaction result which is a

sub-category of ‘Ease of use’.

Bus

T

rain

F

erry

Bus

T

rain

F

erry

Bus

T

rain

F

erry

Comfort of ride

50

55

60

65

70

75

80

85

90

2013-‐14 Q3

2013-‐14 Q4

2014-‐15 Q1

2014-‐15 Q2

2014-‐15 Q3

2014-‐15 Q4

2015-‐16 Q1

2015-‐16 Q2

Bus

Train

Ferry

50

55

60

65

70

75

80

85

90

2013-‐14 Q3

2013-‐14 Q4

2014-‐15 Q1

2014-‐15 Q2

2014-‐15 Q3

2014-‐15 Q4

2015-‐16 Q1

2015-‐16 Q2

Bus

Train

Ferry

Ease of use

50

55

60

65

70

75

80

85

90

2013-‐14 Q3

2013-‐14 Q4

2014-‐15 Q1

2014-‐15 Q2

2014-‐15 Q3

2014-‐15 Q4

2015-‐16 Q1

2015-‐16 Q2

Bus

Train

Ferry

Proximity


50

55

60

65

70

75

80

85

90

2013-‐14 Q3

2013-‐14 Q4

2014-‐15 Q1

2014-‐15 Q2

2014-‐15 Q3

2014-‐15 Q4

2015-‐16 Q1

2015-‐16 Q2

Bus

Train

Ferry

Efficiency

Bus

T

rain

F

erry

Bus

T

rain

F

erry

Bus

T

rain

F

erry

50

55

60

65

70

75

80

85

90

2013-‐14 Q3

2013-‐14 Q4

2014-‐15 Q1

2014-‐15 Q2

2014-‐15 Q3

2014-‐15 Q4

2015-‐16 Q1

2015-‐16 Q2

Bus

Train

Ferry

Information

50

55

60

65

70

75

80

85

90

2013-‐14 Q3

2013-‐14 Q4

2014-‐15 Q1

2014-‐15 Q2

2014-‐15 Q3

2014-‐15 Q4

2015-‐16 Q1

2015-‐16 Q2

Bus

Train

Ferry

Helpfulness of staff


Historically, affordability has been

the lowest performing category and

this remains the case this quarter.

To address this issue, the Queensland

Government appointed an independent

Fare Review Taskforce in August 2015.

The taskforce was asked to review

TransLink’s fare structure to improve

affordability, increase patronage and

ensure a sustainable fare revenue

stream for future network growth.

The review is expected to be handed

down in the first half of this year and

will inform government’s final decision

about the future of public transport

fares in South East Queensland.

Bus

T

rain

F

erry

Bus

T

rain

F

erry

Bus

T

rain

F

erry

40

45

50

55

60

65

70

75

80

2013-‐14 Q3

2013-‐14 Q4

2014-‐15 Q1

2014-‐15 Q2

2014-‐15 Q3

2014-‐15 Q4

2015-‐16 Q1

2015-‐16 Q2

Bus

Train

Ferry

Affordability

50

55

60

65

70

75

80

85

90

2013-‐14 Q3

2013-‐14 Q4

2014-‐15 Q1

2014-‐15 Q2

2014-‐15 Q3

2014-‐15 Q4

2015-‐16 Q1

2015-‐16 Q2

Bus

Train

Ferry

Accessibility

50

55

60

65

70

75

80

85

90

2013-‐14 Q3

2013-‐14 Q4

2014-‐15 Q1

2014-‐15 Q2

2014-‐15 Q3

2014-‐15 Q4

2015-‐16 Q1

2015-‐16 Q2

Bus

Train

Ferry

go card


Passenger safety and security

Senior Network Officers are a key

component of TransLink’s strategy

to protect fare revenue and improve

customer service and safety on all

modes of public transport.

There are currently 60 Senior

Network Officers working alongside 23

Queensland Rail Authorised Officers,

78 Queensland Police Service Rail

Squad Officers and 30 G:Link Customer

Service Officers covering bus, rail, tram

and ferry services on the TransLink

South East Queensland network.

This combined workforce issued 5289

fines and 10 230 warnings during the

second quarter of 2015–16.

Footnote1 The increase in fines and warnings reflect the introduction of G:Link Customer Service Officers in July 2014 following the opening of the tram.2 Data is subject to change due to ongoing incident investigation and processing times.

0

2000

4000

6000

8000

10000

12000

14000

16000

2013-‐14 Q3

2013-‐14 Q4

2014-‐15 Q1

2014-‐15 Q2

2014-‐15 Q3

2014-‐15 Q4

2015-‐16 Q1

2015-‐16 Q2

Issued

Fines

Warnings

Issu

ed

Fin

es

War

ning

s T

rain

B

us

Tra

m

Fines and warnings 1 2

0.00

0.02

0.04

0.06

0.08

0.10

0.12

0.14

2013-‐14 Q3

2013-‐14 Q4

2014-‐15 Q1

2014-‐15 Q2

2014-‐15 Q3

2014-‐15 Q4

2015-‐16 Q1

2015-‐16 Q2

Per 1

0 00

0 trips

Train

Bus

Light Rail

Passenger injuries 2

Per

10,

000

Tri

ps


Springfield rail line’s patronage continues to spring aheadTwo years on from its opening, new figures show the Springfield rail line

is continuing to gain popularity by the day.

The first six months of the 2015–16 financial year, a patronage increase of more

than 12 per cent or 500 passengers a day had been recorded on the Springfield

line, compared with the same period the previous year.

Since the Springfield line opened more and more people throughout the

region are leaving their car at home and jumping on board public transport.

In the first six months of this financial year this line recorded a growth of nearly

100 000 trips compared to the same period the previous year, with more than

850 000 trips starting or finishing at Richlands, Springfield and Springfield central

stations in that time.

Since the rail line opened the region has continued to experience extraordinary

growth, which has attracted major investment such as the $85 million first stage

of the Mater Private Hospital Springfield and the new Springfield Anglican College.

Springfield Central station in particular has transformed into a key transport hub in

the heart of Springfield Town Centre. It has an accessible kiss ‘n’ ride drop-off and

taxi zones, bicycle storage facilities and an integrated bus interchange serviced by

a number of local bus services.

The ongoing patronage growth shows Springfield residents are taking

full advantage of their new facilities.

Queensland Rail customer satisfaction results also shows Springfield line

customers are some of the most satisfied of all rail users across the network.

Feedback tells us that the convenience and proximity of the rail line to the

community and the accessibility and safety of all three stations are all contributing

factors for the change.

Reliability also continues to be a strong point for the line, with almost 97

per cent of Springfield line trains arriving on time around the clock last year.

This ongoing success of the Springfield line adds to the anticipation for the

opening of the Moreton Bay Rail Link later this year.

Once opened, the Moreton Bay Rail Link will be serviced with a similar service

frequency to the Springfield line, with trains every six to12 minutes in peak periods.

The continuing patronage increase on the Springfield line shows the value of

providing access to good quality public transport in a fast-growing area.

The ongoing patronage growth shows Springfield residents are taking full advantage of their new facilities.’

‘

13 QGOV (13 74 68)www.translink.com.au | www.qld.gov.au

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translink tracker - publications · sunshine and gold coast regions, as well as cairns. within...

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