TransLink Customer Experience Survey

TransLink conducts a Customer Experience Survey to capture feedback from bus, train, ferry and tram customers in South East Queensland and regional Queensland bus customers. 

About the survey

The survey, which is undertaken by an independent market research company, has been designed to be quick, easy and accessible for respondents to complete on a mobile phone or device of their choice. Over 62,000 customers from across Queensland completed the survey in the first year.

Customers are surveyed about their onboard and offboard experience on a recent trip and are also able to provide open-ended feedback about their experience, opinions and expectations when travelling on the network. 

Benefits of the survey

The survey allows the department to gain a deep understanding of customers’ experience, opinions and expectations when using public transport services and products.

The insights generated by the survey enable TransLink to design a public transport network that creates value for our customers so that we can continue to shape and deliver Queensland’s public transport system.

Survey results

Survey results are published on the TransLink PT Performance Dashboard and the Queensland Government Open Data portal.

How to participate in the survey

If you haven't ever registered your go card, and would like the opportunity to participate in the survey at random, you can register your card here.

TransLink PT Performance Dashboard

The Dashboard is a digital resource that brings greater accessibility and visibility of performance on SEQ's public transport network for customers. It also includes 24 metrics from the Customer Experience Survey:

Public transport reports

As part of the Queensland Government's commitment to providing greater public access to government information, some of the key reports about public transport are published here:

Customer experience — performance data from July 2019

Customer satisfaction — performance data prior to July 2019

Regional buses

Right to Information

Right to Information requests are managed by the Right to Information, Privacy and Complaints Management team.

Annual and quarterly reports

​TransLink stopped producing a separate annual report in 2013 when it became part of the Department of Transport and Main Roads.

TransLink also stopped producing the TransLink Tracker quarterly reports in October 2019. The reports have been replaced with the TransLink PT Performance Dashboard.

Public transport planning

Public Transport Infrastructure Manual

The Public Transport Infrastructure Manual is relevant to developers of public transport infrastructure, and those planning public transport provision or undertaking development assessment.

It applies best practice planning and design principles to public transport infrastructure, helps with evaluating existing facilities and should be used as a design tool when developing new infrastructure within the TransLink network.

Infrastructure Signage Manuals

To assist businesses to prepare design documents for infrastructure signage across the TransLink network, we have prepared the: 

These manuals ensure the presentation and location of signage is accessible and consistent across the TransLink bus and rail network.

If you are unable to access any infrastructure manuals, please contact us.