City Trains

Posted by Canstar Blue May 6th 2014

You are viewing the archived 2014 ratings for city train services. Go to the current city train ratings.

* Overall satisfaction is an individual rating and not a combined total of all ratings. Brands with equal overall satisfaction ratings are listed in alphabetical order.
^ Sydney Trains was previously known as City Rail

See Our Ratings Methodology.

Transperth bound for third Canstar Blue city train award

Most Satisfied Customers - City Trains, 2014Nearly one in four Australians use their city’s train service as their most common mode of transportation, according to our recent survey results. Since so many people rely on this form of public transport, we endeavoured to find out which metropolitan train service commuters were most satisfied with: pitting state versus state.

Once again, Perth leads the country in terms of train passenger satisfaction.

The Western Australian train service, Transperth, was ahead of the competition in nearly all our ratings criteria. Thanks to its winning performance, Transperth has been awarded our Most Satisfied Customers Award – City Trains, 2014.

We also rated Queensland Rail (Brisbane), Adelaide Metro, Sydney Trains, and Metro Trains (Melbourne). Notably, Queensland Rail secured a top rating as well – for the safety of its trains. Find out how your city’s service fared in the results breakdown below.

Overall customer satisfaction

Transperth received five stars for overall train passenger satisfaction, which put them ahead of four star recipient Queensland Rail. Adelaide Metro and Sydney Trains came next with three stars each, and Metro Trains followed with two.

Ticket price

The award-winning Western Australian train service received four stars for the price of its fares, with Adelaide Metro close behind with three. Queensland Rail, Sydney Trains, and Metro Trains all achieved two stars for train ticket prices.

Reliability of service

When you badly need to stick to your schedule, it’s comforting to know your train service will comfortably get you where you need to go. Transperth passengers were most satisfied with the reliability of their city’s train service. Following our five star rated brand was Queensland Rail with four stars, then three star recipients Sydney Trains, Metro Trains, and Adelaide Metro.

On time arrival

Transperth achieved another five stars for the promptness of its arrivals. Queensland Rail received four stars in this area; Sydney Trains, Metro Trains, and Adelaide Metro all finished with three stars.

Timetable / scheduling

Transperth customers were most satisfied with the scheduling of train services in their city. This brand received five stars for timetabling, Queensland Rail received four; Sydney Trains, Metro Trains, and Adelaide Metro all finished with three.

Signage and announcements

Transperth secured another five stars, this time for signage and announcements for its services. Queensland Rail came next with four stars, and all other rated brands – Adelaide Metro, Sydney Trains, and Metro Trains – received three.


You should always feel safe catching public transport in your city – and it’s encouraging to note that many services have installed security measures on trains and in stations for the personal wellbeing of their passengers.

Queensland Rail received five stars for its safety measures. Transperth and Adelaide Metro followed with four stars each, and Sydney Trains and Metro Trains both finished with three.

Cleanliness of train

Award-winner Transperth secured a final five star rating for the cleanliness of its trains. Queensland Rail received four stars in this area, Adelaide Metro tallied three; Sydney Trains and Metro Trains both finished with two.

How we rated city trains

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 domestic metropolitan train service in the last six months – in this case, 1,403 passengers.

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