TRACK RECORD
Victorian transport services quarterly performance bulletin
ISSUE 59 - SERVICES APRIL TO JUNE 2014
Established in April 2012, Public Transport Victoria (PTV) manages Victoria’s train, tram and bus services. It also provides a single contact point for customers wanting information on public transport timetables, services, tickets and improvement projects.
Public transport performance continued to be strong in the second quarter of 2014. In June, for the 27th consecutive month, Metro achieved a punctuality result above 90 per cent.
Significant increases in customer satisfaction were also recorded in the second quarter of 2014.
Overall satisfaction with the metropolitan public transport network increased from 62.5 in the June 2013 quarter to 66.1 in the June 2014 quarter. Customer satisfaction with metropolitan trains continues to improve, achieving a result of 70.4, up from 67.5 recorded in the same period last year.
May 2014 fare evasion results showed a big drop in the rate of fare evasion on Metro trains, down from 8.4 per cent in October 2013, to just 6.3 per cent in May 2014 – this was the best result for metropolitan trains since May 2008.
Table of contents
PUNCTUALITY AND RELIABILITY 5
PUNCTUALITY 5
RELIABILITY 6
QUARTERLY LOOP BYPASSES 7
CUSTOMER COMPENSATION 8
PAYMENTS9
METROPOLITAN TRAIN AND TRAM 9
V/LINE 10
BUS 10
CUSTOMER SATISFACTION 11
ABOUT CUSTOMER SATISFACTION RATINGS 11
OVERALL SATISFACTION 12
METROPOLITAN TRAINS 14
METROPOLITAN TRAMS 15
METROPOLITAN BUSES 16
V/LINE MODES 17
V/LINE TRAINS 18
V/LINE COACHES 19
TRAVEL BEHAVIOUR AND TICKETING 20
TRAVEL BEHAVIOUR 20
TICKETING 21
MYKI DEVICE AVAILABILITY 25
FARE EVASION 26
FARE EVASION SURVEY 26
ATTITUDES TOWARD AUTHORISED OFFICERS 27
CUSTOMER SERVICE 28
WEBSITE 28
INFORMATION SOURCES 31
CALL CENTRE 34
INDUSTRY-WIDE FEEDBACK36
ABOUT INDUSTRY FEEDBACK 36
STAKEHOLDER SHARE 36
TYPES OF FEEDBACK 37
INDUSTRY FEEDBACK 38
PTV FEEDBACK 39
Punctuality and reliability
Punctuality
More than 90 per cent of Metro trains have consistently run on-time each month since April 2012.
On-time performance improved on trams, and metropolitan buses compared to last quarter.
Metropolitan trains are considered on-time if they arrive no more than four minutes and 59 seconds after the scheduled time in the timetable.
Metropolitan trams are considered on-time if they arrive no more than 59 seconds before or four minutes and 59 seconds after the scheduled time in the timetable.
Metropolitan buses are considered on-time if they arrive no more than 59 seconds early or five minutes and 59 seconds late.
Long distance regional trains are considered on-time if they arrive no more than 10 minutes and 59 seconds late at their destination.
Short distance regional trains are considered on-time if they arrive no more than five minutes and 59 seconds late.
Table 1: Train, tram and bus punctuality - percentage of services ontime
Mode / Threshold / Apr–Jun 2013 / Jul–Sep 2013 / Oct–Dec 2013 / Jan–Mar 2014 / Apr–Jun 2014Metropolitan trains / 4 minutes, 59 seconds / 91.6 / 93.5 / 94.2 / 92.4 / 92.3
Metropolitan trams - average over route / 4 minutes, 59 seconds / 82.2 / 83.6 / 81.6 / 82.4 / 84.2
Metropolitan trams - at destination / 4 minutes, 59 seconds / 72.2 / 74.2 / 71.0 / 72.7 / 74.9
V/Line trains / punctuality / 84.0 / 88.8 / 89.8 / 85.5 / 85.6
Metropolitan buses / punctuality / 93.9 / 91.8 / 91.4 / 91.4 / 92.4
Figure 1: Train, tram and bus punctuality - percentage of services on-time
Reliability
Metropolitan train reliability is measured as the percentage of the timetable that is delivered. Non-delivery of services includes cancellations, trains that run short and trains that bypass the City or Altona Loops.
Metropolitan tram reliability is based on the percentage of the timetable delivered. Non delivery of services includes cancellations and trams that run short.
Regional train reliability is measured as the percentage of scheduled services that are delivered.
Metropolitan bus reliability is the percentage of services that operate and are completed.
Table 2: Train and tram reliability - percentage of timetable delivered
Mode / Measure / Apr –Jun 2013 / Jul –Sep 2013 / Oct –Dec 2013 / Jan –Mar 2014 / Apr –Jun 2014Metropolitan trains / % timetable delivered / 98.9 / 99.0 / 99.1 / 98.6 / 98.9
Metropolitan trams / % timetable delivered / 99.0 / 99.2 / 99.0 / 98.4 / 99.0
V/Line trains / % services delivered / 98.1 / 98.7 / 98.7 / 97.0 / 98.4
Metropolitan buses / % services delivered / >99.9 / >99.9 / >99.9 / >99.9 / >99.9
Figure 2: Train, tram and bus reliability – percentage of timetable delivered
Quarterly Loop Bypasses
Table 3: Quarterly City and Altona Loop Bypasses
2013 / Q3
2013 / Q4
2014 / Q1
2014 / Q2
2014 / Services scheduled to run through the loop Q2 2014
Alamein / 86 / 43 / 14 / 23 / 29 / 1,270
Belgrave / 120 / 72 / 44 / 50 / 77 / 4,195
Craigieburn / 25 / 20 / 20 / 13 / 22 / 6,024
Cranbourne / 138 / 87 / 73 / 70 / 163 / 2,988
Frankston / 169 / 108 / 99 / 62 / 99 / 3,535
Glen Waverley / 45 / 39 / 22 / 29 / 44 / 3,895
Hurstbridge / 18 / 24 / 19 / 6 / 12 / 6,147
Lilydale / 252 / 118 / 69 / 77 / 106 / 6,579
Pakenham / 204 / 128 / 102 / 112 / 236 / 5,812
Sandringham / 50 / 8 / 41 / 11 / 11 / 1,360
South Morang / 22 / 34 / 17 / 14 / 13 / 5,716
Sunbury / 9 / 11 / 12 / 10 / 21 / 5,962
Upfield / 6 / 7 / 6 / 13 / 12 / 4,584
Werribee
(Delivered Bypassing City Loop) / 6 / 4 / 4 / 5 / 3 / 92
Werribee
(Delivered Bypassing Westona Loop) / 98 / 70 / 82 / 93 / 69 / 8,173
Werribee
(Delivered Bypassing Both Loops) / 1 / 1,105
Grand Total / 1,248 / 773 / 625 / 588 / 917 / 67,450
There were 848 bypasses of the City Loop this quarter, which is 1.4 per cent of the 59,264 services scheduled to run through the loop during this time.
There were 69 bypasses of the Westona Loop, which is less than one per cent of the 9,278 services scheduled to run through the loop during this time.
Over the long term, there has been a dramatic reduction in the number of trains making unscheduled bypasses of the Westona Loop, down from a high of 1,004 in 2010, to just 315 loop bypasses in the twelve months since Q2 2013.
Customer compensation
Train and tram operators are expected to deliver a punctual and reliable service for customers.
PTV insists that operators do everything they can to deliver services in line with the agreed timetable. Where operators fall short, they are required to pay compensation to customers, in the form of complimentary travel. Only customers who travel with a periodical ticket of four weeks or more are eligible to receive compensation.
Table 4: Service level thresholds for compensation (%)
Measure / Threshold / Trains / Trams / V/LinePunctuality / Arrival by 4 minutes, 59 seconds / 88 / 77 / -
Arrival by 5 minutes, 59 seconds / - / - / 92*
Reliability / Percentage of timetable delivered / 98 / 98 / -
Percentage of services delivered / - / - / 96
*For long distance V/Line services, on-time arrival is defined as arriving no later than 10 minutes and 59 seconds after the timetabled arrival time
Metropolitan trains
Customer compensation was not paid for metropolitan trains this quarter.
Metropolitan trams
Customer compensation was not paid for metropolitan trams this quarter.
V/Line
In April, Passenger compensation was payable on all lines as punctuality was below the applicable threshold (92.0 per cent). Compensation was also payable for reliability on the Albury corridor as performance was below the applicable threshold (96.0 per cent).
In May, Passenger compensation was payable on all lines except Albury and Shepparton as punctuality was below the applicable threshold (92.0 per cent). Compensation is also payable for reliability on the Albury corridor as performance was below the applicable threshold (96.0 per cent).
In June, Passenger compensation was payable on all lines except Albury, Bendigo and Swan Hill & Echuca as punctuality was below the applicable threshold (92.0 per cent). Compensation is also payable for reliability on the Ballarat corridor as performance was below the applicable threshold (96.0 per cent).
Payments
Metropolitan train and tram
Metro Trains and Yarra Trams receive regular payments from Public Transport Victoria to cover the delivery of services and the operation and development of the networks. The terms of these payments are outlined in operator franchise agreements.
PTV requires that operators meet agreed performance targets. Penalties or incentives are paid depending on how operators perform against these targets.
Incentive payments are based on a detailed measure of the passenger impact of service disruptions. These include delays, cancellations, short services and a number of other disruption types (including trains that bypass the City and / or Altona loops).
Each disruption is multiplied by an agreed 'passenger weighting' for that service which depends on the route, the time of day, and the direction of the service. Longer delays result in higher penalties. Operators can receive bonus payments or incur penalties depending on whether the level of disruption is above or below agreed levels in the contracts.
Table 5: Metropolitan train payments ($'000s)
Payment type / Apr – June 2013 / Jul – Sept 2013 / Oct – Dec 2013 / Jan – March 2014 / Apr –June
2014
Base contract / 38,063 / 48,919 / 47,126 / 47,326 / 46,204
Incentive and penalty / 2,397 / 3,327 / 3,327 / 2,451 / 2,684
Customer Experience Performance Regime / 0 / 216 / 0 / 0 / 0
Ticketing revenue guarantee payment / 86,626 / 81,287 / 86,767 / 0 / 0
Revenue Reset Adjustment Payment / 23,369 / 23,629
Maintenance and projects [1] / 75,003 / 64,841 / 65,921 / 55,100 / 64,216
Rolling stock [2] / 25,630 / 29,690 / 25,880 / 21,782 / 21,423
Operations and systems [3] / 14,214 / 20,321 / 20,918 / 9,756 / 18,608
TOTAL / 241,933 / 248,601 / 249,940 / 159,785 / 176,827
[1] Maintenance and projects combines maintenance and capital projects payments.
[2] Rolling stock payments include rolling stock adjustments and exams.
[3] Operations and systems include payments for business system upgrades, driver establishment, electricity, and employee entitlements.
Table 6: Metropolitan tram payments ($'000s)
Payment type / Apr – Jun 2013 / Jul – Sep 2013 / Oct – Dec 2013 / Jan – Mar 2014 / Apr – Jun2014
Base contract / 2,041 / -111 / 149 / 0 / -1,048
Incentive and penalty / -3 / 519 / -1,421 / -1,083 / - 325
Customer Experience Performance Regime / 0 / 378 / 0 / 0 / 0
Ticketing revenue guarantee payment / 60,158 / 64,478 / 68,824 / 0 / 0
Revenue Reset Adjustment Payment / 12,705 / 12,846
Maintenance and projects[1] / 6,588 / 24,574 / 25,550 / 10,887 / 19,443
Rolling stock / 8,767 / 8,767 / 8,767 / 8,767 / 8,767
Operations and systems[2] / 3,590 / 3,513 / 5,659 / 3,418 / 3,331
TOTAL / 81,142 / 102,119 / 107,530 / 34,694 / 43,014
[1] Maintenance and projects combines maintenance and capital projects payments.
[2] Operations and systems payments include business system upgrades, electricity and employee entitlements.
V/Line
Regional coach payments are made to V/Line, which is a state-owned enterprise, however regional train payments and penalties have ceased following the signing of the new PTV V/Line services agreement.
Table 7: Regional train and coach payments ($'000s)
Payment type / Apr – June 2013 / Jul – Sept 2013 / Oct – Dec 2013 / Jan – March 2014 / Apr –June
2014
Base contract / 78,186 / 75,868 / 78,359 / 74,799 / 73,050
Regional Coaches / 8,132 / 8,025 / 8,481 / 6,660
Incentive/penalty / -1,302 / 0 / 0 / 0 / 0
Farebox / 22,893 / 19,469 / 20,466 / 22,446 / 20,789
Rolling stock / 8,953 / 8,953 / 8,953 / 8,953 / 8,953
Total / 108,731 / 112,423 / 115,803 / 114,679 / 109,452
Bus
PTV has individual contracts with bus operators to run services in Melbourne and regional areas.Payments are made to these operators to help deliver route and school bus services.
Table 8: Metropolitan, regional and school bus payments ($'000s)
Payment type / Apr – June 2013 / Jul – Sept2013 / Oct – Dec
2013 / Jan – March 2014 / Apr – June 2014
Metropolitan / 143,451 / 127,127 / 139,824 / 139,934 / 140,146
Regional / 33,347 / 26,229 / 26,593 / 27,041 / 27,051
School / 53,077 / 54,525 / 54,419 / 36,540 / 54,553
Total / 229,875 / 207,881 / 220,837 / 203,516 / 221,749
Customer satisfaction
Customer satisfaction
Overall satisfaction with the metropolitan public transport network continued to trend upwards this quarter, significantly increasing from 62.5 in the June 2013 quarter to 66.1 in the June 2014 quarter.
Overall Customer Satisfaction for metropolitan trains improved on the previous quarter and significantly increased compared to the same time period last year (up from 67.5 in the June 2013 quarter to 70.4 in the June 2014 quarter).
Nearly all metropolitan train measures significantly increased in the June 2014 quarter compared to the June 2013 quarter. Satisfaction with train stations and myki also significantly increased compared to the March 2013 quarter (67.2 up to 69.4 and 59.1 up to 64.2 respectively).
Overall tram Customer Satisfaction remained stable at 74.4 in the June 2014 quarter. There were movements across the tram satisfaction measures but nothing was significant.
Overall Customer Satisfaction on metro buses remained stable at 76.2 this quarter. Similar to tram satisfaction there were movements with the measures but nothing significant.
Overall Customer Satisfaction on V/Line trains remained stable in the June 2014 quarter at 75.8. There were no significant movements across the V/Line train measures this quarter.
Overall Customer Satisfaction with V/Line Coaches dropped slightly to 81.4 in June 2014 from 82.8 in March 2014. There were no significant movements across the measures this quarter.
About customer satisfaction ratings
Most results for customer satisfaction in the past three reports differ to those published in previous Track Record bulletins. All results have now been transferred to the 0-10 scale which has been used since April 2009. Results were previously reported in a six-point scale.
Overall satisfaction
Table 9: Metropolitan public transport modes overall satisfaction
Satisfaction / Apr – Jun 2012 / Jul –Sep 2012 / Oct – Dec 2012 / Jan – Mar 2013 / Apr – Jun 2013 / Jul –Sep 2013 / Oct – Dec 2013 / Jan – Mar 2014 / Apr – Jun 2014Metropolitan overall* / 61.4 / 63.6 / 63.0 / 61.7 / 62.5 / 64.3 / 65.0 / 65.5 / 66.1
* Note: these results are still presented in the six-point scale.
Figure 3:Metropolitan public transport modes overall satisfaction
Table 10a: Metropolitan trains individual overall satisfaction
Mode / Apr – Jun 2012 / Jul – Sep 2012 / Oct – Dec 2012 / Jan – Mar 2013 / Apr – Jun 2013 / Jul – Sep 2013 / Oct – Dec 2013 / Jan – Mar 2014 / Apr – Jun 2014Metropolitan trains / 65.7 / 68.0 / 66.6 / 65.9 / 67.5 / 68.7 / 70.0 / 69.5 / 70.4
Table 10b: Metropolitan trams individual overall satisfaction
Mode / Apr – Jun 2012 / Jul – Sep 2012 / Oct – Dec 2012 / Jan – Mar 2013 / Apr – Jun 2013 / Jul – Sep 2013 / Oct – Dec 2013 / Jan – Mar 2014 / Apr – Jun 2014Metropolitan trams / 72.4 / 73.1 / 72.7 / 73.1 / 73.5 / 73.5 / 73.6 / 74.4 / 74.4
Table 10c: Metropolitan buses individual overall satisfaction
Mode / Apr – Jun 2012 / Jul – Sep 2012 / Oct – Dec 2012 / Jan – Mar 2013 / Apr – Jun 2013 / Jul – Sep 2013 / Oct – Dec 2013 / Jan – Mar 2014 / Apr – Jun 2014Metropolitan buses / 74.7 / 75.4 / 74.9 / 75.2 / 76.5 / 75.9 / 76.3 / 76.3 / 76.2
Figure 4: Metropolitan trains, trams and buses individual overall satisfaction
Metropolitan trains
Table 11a: Satisfaction with key service aspects of metropolitan trains, June quarter 2014
Service aspect / Score / Significant increase from previous quarterOVERALL SATISFACTION / 70.4 / -
Train staff / 80.6 / -
Metcard ticketing / 0.0 / -
Information / 72.0 / -
Running of services / 71.5 / -
Passenger travel experience / 68.2 / -
Personal security / 69.6 / -
Train stations / 69.4 / increase
Price / 63.3 / -
myki ticketing / 64.2 / increase
Figure 5a: Satisfaction with key service aspects for metropolitan trains, June quarter 2014
Metropolitan trams
Table 11b: Satisfaction with key service aspects for metropolitan trams, June quarter 2014
Service aspect / Score / Significant increase from previous quarterOVERALL SATISFACTION / 74.4 / -
Tram staff / 75.3 / -
Running of services / 73.9 / -
Tram stops / 73.3 / -
Metcard ticketing / 0.0 / -
Personal security / 74.1 / -
Information / 71.8 / -
Passenger travel experience / 69.3 / -
Price / 64.3 / -
myki ticketing / 59.4 / -
Figure 5b: Satisfaction with key service aspects for metropolitan trams, June quarter 2014
Metropolitan buses
Table 11c: Satisfaction with key service aspects for metropolitan buses, June quarter 2014
Service aspect / Score / Significant increase from previous quarterOVERALL SATISFACTION / 76.2 / -
Bus staff / 79.2 / -
Passenger travel experience / 78.0 / -
Personal security / 78.1 / -
Bus stops / 73.2 / -
Information / 72.7 / -
Running of services / 74.1 / -
Price / 67.0 / -
myki ticketing / 65.2 / -
Figure 5c: Satisfaction with key service aspects for metropolitan buses, June quarter 2014
V/Line modes
Table 12a: V/Line trains individual overall satisfaction
Mode / Apr – Jun 2012 / Jul – Sep 2012 / Oct – Dec 2012 / Jan – Mar 2013 / Apr – Jun 2013 / Jul – Sep 2013 / Oct – Dec 2013 / Jan – Mar 2014 / Apr – Jun 2014V/Line trains / 74.6 / 76.7 / 75.7 / 76.4 / 74.2 / 76.0 / 77.0 / 75.7 / 75.8
Table 12b: V/Line coaches individual overall satisfaction
Mode / Apr – Jun 2012 / Jul – Sep 2012 / Oct – Dec 2012 / Jan – Mar 2013 / Apr – Jun 2013 / Jul – Sep 2013 / Oct – Dec 2013 / Jan – Mar 2014 / Apr – Jun 2014V/Line coaches / 80.3 / 81.0 / 85.3 / 80.8 / 81.4 / 83.6 / 80.7 / 82.8 / 81.4
Figure 6: V/Line trains and coaches individual overall satisfaction
V/Line trains
Table 13a: Satisfaction with key service aspects for V/Line trains, June quarter 2014
Service aspect / Score / Significant increase from previous quarterOVERALL SATISFACTION / 75.8 / -
V/Line staff / 86.0 / -
V/Line ticketing / 83.0 / -
myki ticketing / 66.2 / -
Price / 76.6 / -
Personal security / 77.5 / -
Information / 75.8 / -
V/Line train stations / 75.9 / -
Passenger travel experience / 75.4 / -
Figure 7a: Satisfaction with key service aspects for V/Line trains, June quarter 2014
V/Line coaches
Table 13b: Satisfaction with key service aspects for V/Line trains, June quarter 2014
Service aspect / Score / Significant increase from previous quarterOVERALL SATISFACTION / 81.4 / -
V/Line staff / 89.2 / -
Price / 78.5 / -
Personal security / 86.2 / -
Passenger travel experience / 81.7 / -
Information / 81.1 / -
Running of services / 79.8 / -
V/Line ticketing / 80.7 / -
V/Line coach stops / 78.3 / -
Figure 7b: Satisfaction with key service aspects for V/Line coaches, June quarter 2014
Travel behaviour and ticketing
Travel behaviour
The proportion of non-users of public transport continues to remain stable in the June 2014 quarter with eight per cent stating they hardly ever or never use public transport.
The most popular reason for using public transport on weekdays remains to get to or from work (36 per cent) Weekend travel is predominantly for leisure purposes which remains consistent with the previous quarter (85 per cent).
Figure 8: Main purpose of trip on weekday and weekend
Table 14: Main purpose of trip on weekday and weekend
Reason for travelling / Weekday (Apr – Jun 2014) / Weekend (Apr – Jun 2014)To get to / from work / 36% / 5%
To get to / from leisure activities / 34% / 86%
To get to / from place of study / 14% / 1%
To get errands / chores/ day to day tasks done / 13% / 8%
Something else / 2% / 1%
Note: There was a revised code-frame of journey type for both weekday and weekend travel. The results show the broad categories of travel.
Ticketing
Figure 9: Type of myki purchased
Table 15: Type of myki purchased
myki Type / Apr –Jun 2013 / Jul –Sep 2013 / Oct –Dec 2013 / Jan –Mar 2014 / Apr –Jun 2014myki money / 92% / 93% / 87% / 84% / 88%
myki pass / 6% / 4% / 12% / 13% / 10%
Both myki money and pass / 2% / 3% / 2% / 3% / 2%
The majority of public transport users currently travel using myki money, with almost nine in 10 doing so. Myki money has increased slightly this quarter, returning to levels seen in the December 2013 quarter.
Figure 10: Perceptions of value for money by ticket type purchased
Perceptions of value for money remained stable in the June 2014 quarter at 64 per cent.
Table 16: Perceptions of value for money by ticket type purchased
Perception of value for money / Apr –Jun 2013 / Jun – Sep 2013 / Oct –Dec 2013 / Jan –Mar 2014 / Apr –Jun 2014Good - Excellent / 60% / 65% / 71% / 63% / 64%
Neutral / 23% / 21% / 17% / 21% / 21%
Poor - Terrible / 12% / 12% / 11% / 14% / 15%
Don't know / 6% / 1% / 1% / 2% / 1%
Figure 11: Top places tickets are purchased: myki money
Table 17:Top places tickets are purchased: myki money
Purchase channel / Apr – Jun 2013 / Jul – Sep 2013 / Oct – Dec 2013 / Jan – Mar 2014 / Apr – Jun 2014On system / 55% / 51% / 56% / 61% / 57%
Online / 14% / 12% / 11% / 11% / 15%
Auto / 8% / 9% / 6% / 6% / 7%
Call centre / 0% / 0% / 0% / 0% / 0%
Off system / 26% / 38% / 26% / 22% / 22%
Topping up is still the preferred channel for myki money users but there was a slight decrease in the channel this quarter from the previous (57 per cent down from 61 per cent) with an increase to online in this period (15 per cent up from 11 per cent).
Figure 12: Top places tickets are purchased: myki pass