City Trains – 2013 Ratings

Posted by Canstar Blue April 18th 2013

You are viewing the archived 2013 award for city train services. Go to the current city train ratings.

See Our Ratings Methodology.

Public transport works out cheaper for workers

Most Satisfied Customers - City Trains, 2013A number of train passengers who responded to our recent survey told us they enjoyed plenty of benefits as a result of their choice of public transport – such as saving money and having more free time.

Seven in ten respondents told us the train was a less expensive commuting option than driving to work and the same number thought they were doing their bit for the environment by catching the train. A similar proportion again said they enjoyed the downtime they experienced during their trip.

The results also revealed how respondents from different states felt about their train service:

  • Queenslanders were most likely to expect their train to arrive on time (75%), and to feel safe catching the train at night (41%).
  • More WA commuters than those in other states felt public transport was a cheaper alternative to driving to work (80%), and a similar number of West Australians felt they were doing ‘their bit’ for the environment by using public transport.
  • Mindful of potential health hazards, a greater proportion of New South Wales respondents than those elsewhere believed they caught an illness – such as the flu or a cold – from public transport (47%).

Results also showed that some passengers found a cheeky way to pass the time on their trips: one in five loved to eavesdrop on the conversations of their fellow passengers. Younger respondents admitted to being particularly nosey, especially when compared to their elders (38% of Generation Y versus just 12% of Baby Boomers).

Winning streak: Transperth full steam ahead with the highest passenger satisfaction for a second time

In all, two in five respondents considered public transport in their city to be adequate … but citizens of which state were most satisfied with their train’s service overall?

Congratulations are in order for the west, as Transperth passengers were most satisfied overall with their metropolitan rail service – earning them our award for 2013. It is the second time Transperth has received this award.

Transperth seized five star ratings for overall satisfaction, reliability of service, comfort of train, timetable / scheduling, signage and announcements and the cleanliness of its trains. Queensland Rail (Brisbane) earned five star ratings for both train comfort and safety.

Also rated in this survey were Adelaide Metro, City Rail (Sydney) and Metro Trains (Melbourne).

Canstar Blue commissions Colmar Brunton to regularly survey 2,500 Australian consumers across a range of categories to measure and track customer satisfaction. The outcomes reported are the results from customers within the survey group who have used a metropolitan train service in the last 6 months – in this case, 1,159 people.

Brands must have received at least 30 responses to be included. Results are comparative and it should be noted that brands that received three stars have still achieved a satisfaction measure of at least six out of 10.

Overall customer satisfaction

Transperth has stayed on the right track in the eyes of its passengers, with the railway earning a five star rating for overall customer satisfaction for the second time in a row. Queensland Rail received four stars in this category, Adelaide Metro secured three, and City Rail and Metro Trains both earned two.

Ticket price

Rail travellers from South Australia were the most satisfied of all with the price of their train fares – Adelaide Metro achieving four stars in this area. Transperth received three stars for ticket price; Queensland Rail, Metro Trains and City Rail all received two.

Reliability of service

Commuters heading into the office, those travelling into the city to meet friends, or indeed anyone on a schedule want to know their train will arrive on time – every time. Transperth received five stars for customer satisfaction with the reliability of its train service, followed by four star recipient Queensland Rail. Adelaide Metro arrived next with three stars for reliability, while City Rail and Metro Trains received two stars.

Comfort of train

Some passengers spend many hours each week on the train, so comfort can be of crucial importance. Queensland Rail and Transperth were on equal footing, both earning five stars for the comfort of their trains. Adelaide Metro followed with four, and Metro Trains and City Rail finished with two stars for comfort.

Timetable / scheduling

Customers of Transperth were most satisfied with the Perth train service’s timetable and scheduling; giving the Western Australian railway another five star rating. Next with four stars was Queensland Rail, then Adelaide Metro with three. Both Metro Trains and City Rail received two star ratings for their timetable and scheduling.

Signage and announcements

Sometimes it’s helpful to have information available to assist in planning and executing your train trips. Transperth was the frontrunner in this area, receiving five stars for signage and announcements. Queensland Rail came next with four stars, Adelaide Metro received a three star rating, with Metro Trains and City Rail awarded two stars.


“Please stand behind the yellow safety line, until the train has stopped,” is sound advice, and can be heard repetitively through the PA system of the stations of Queensland Rail – our five star recipient for train service safety. Both Transperth and Adelaide Metro were close behind with four stars each, followed by Metro Trains with three stars and City Rail, two.


Transperth customers were most satisfied with the cleanliness of their train, providing a final five star rating for 2013. Queensland Rail was awarded four stars for cleanliness, Adelaide Metro received three stars and Metro Trains and City Rail achieved two stars in this area.