Transperth Passenger Ratings 2016

Perth train passengers continue to rate their service higher than those in any other major Australian city.

Canstar Blue’s 2016 review of Australia’s metropolitan rail networks has seen Transperth achieve five-star ratings in six out of eight research categories, including overall customer satisfaction. It is the fifth year in a row that TransPerth has topped the overall ratings.

The only areas in which Transperth did not record five-star ratings were ticket price and safety, with four stars for each respectively.

Canstar Blue’s annual city trains report saw 6,000 adults surveyed nationwide. Adelaide Metro, Queensland Rail and Sydney Trains all achieved four stars for overall customer satisfaction, while Melbourne’s Metro Trains scored just three stars.

star rating screenshot sydney

In addition to Transperth’s positive ratings, customers were also found to be less likely to report regular overcrowding or anti-social behaviour on the network compared with a year ago. The number of passengers who often experience delays on the network has remained consistent, while the number of customers who feel safe travelling at night has increased, as the following survey results show.

Statement

2015

2016

I often experience delays

15%

15%

I often witness anti-social behaviour

47%

43%

I often experience overcrowding

63%

51%

I feel safe catching the train during the day

91%

90%

I feel safe catching the train at night

40%

42%

I would like to see extra police or security staff on trains and stations

75%

74%

Cost of travel

Survey respondents in Perth who use the rail network to get to and from work every day spend less than those in any other major city, at an average of $33 per week. Brisbane commuters spend the most at $46, followed by those in Sydney ($43), Adelaide ($38) and Melbourne ($35).

Just over half of commuters in Perth (53%) said taking the train is the most convenient way to get to work, while 42% also declared it cheaper than driving. Just 17% said they have no other choice but to catch the train.

Delays

Perth rail passengers are the least likely in Australia to report regular delays, by some distance (15%). Customers of Melbourne’s Metro Trains are the most likely to often experience delays at 53%, followed by those in Sydney (40%), Adelaide (33%) and Brisbane (26%).

Anti-social behaviour

The number of Perth rail passengers who often experience anti-social behaviour on the network has dropped from 47% to 43%. This is lower than in any other major city, with travellers in Adelaide (51%) and Melbourne (50%) most likely, followed by those in Sydney (47%) and Brisbane (44%).

Overcrowding

The number of Perth rail passengers who report regular overcrowding has dropped significantly from 63% to 51%. Despite this drop, however, Transperth continues to trail behind Adelaide, where just 36% of customers often experience overcrowding, and Brisbane where the number is 45%. Melbourne rail passengers are most likely to complain about overcrowding (70%), followed by those in Sydney (62%).

Safety

While the number of Transperth customers who feel safe travelling on the network during the day has dropped slightly, from 91% to 90%, there is very little difference between the cities. Brisbane leads the way at 91%, followed by Adelaide and Perth (90%), Sydney (89%) and Melbourne (88%).

It’s a similar story when it comes to travelling at night, with passengers in Sydney most likely to feel safe (46%), followed by Queensland (43%). In Adelaide, Melbourne and Perth the number is 42%.

The number of Perth survey respondents who would like to see extra police or security staff on the network has dropped slightly from 75% to 74%. The number is highest in Sydney (78%), followed by Adelaide and Melbourne (77%), then Brisbane (76%).

Threat of terrorism

The number of Transperth customers who say the threat of terrorism has made them more nervous about train travel has increased from 15% to 18% over the last 12 months. Along with Adelaide (18%), this is the lowest percentage in the country. Rail passengers in Sydney are most likely to feel nervous (29%), followed by Brisbane and Melbourne (25%).

Pet hates of rail travel

Aside from issues already reported, such as delays and overcrowding, rail passengers in Perth were also asked about their other ‘pet hates’ of traveling on the network.

Top of the list was ‘other passengers having loud personal conversations’ (including on the phone). More than half of survey respondents (58%) cited this as a frustration. Next up was ‘other passengers sneezing or coughing’ and ‘other passengers being rude’ both at 54% respectively, followed by:

  • Smelly passengers: 49%
  • Other passengers playing music loudly: 45%
  • Children being loud or misbehaving: 45%
  • Other passengers pushing past to find a seat or leave the train: 24%
  • Other passengers standing too close: 23%
  • Other passengers taking up too much room (e.g. with laptops or newspapers): 18%
  • Parents with prams/strollers taking up space: 9%
  • Other passengers trying to make conversation: 6%

For more information on this year’s report, or to speak with a Canstar Blue spokesperson, click here for contact details.

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