New Customer Experience Survey

TransLink has launched a new survey to measure the opinions and experience of public transport customers.

The previous survey methodology was in place for more than 10 years and had served the department well in providing a robust, detailed customer satisfaction tracking mechanism. However, new technologies and data presented an opportunity to improve the survey experience for customers. In particular, the old survey was very long for customers to complete and could not be completed on a mobile device. 

The new approach responds to feedback from customers that they would like a quicker and easier way to complete the survey. Specifically, customers can now choose to take several shorter surveys, which are much easier and quicker to complete. Customers also now have the option to take the survey on a mobile device. 

As part of the simplifying the surveys, the customer experience is now measured using a 1 to 5 scale, where 1 is very dissatisfied and 5 is very satisfied. This approach is more modern than the old 0 to 100 scale, is more intuitive for customers, takes less time to answer the questions, and is compatible with mobile devices. Importantly, it also allows for more customers to provide their feedback, as the format is compatible with accessibility features such as text-to-speech.

A pilot study commenced on 21 January 2019 in South East Queensland to trial the new methodology. The response from customers has been positive, with specific feedback about the shorter time to complete, and the option of taking the survey on their mobile devices. 

The new survey also allows for a far greater number of customers to provide their feedback to TransLink. More than 30,000 customers were able to participate during the six-month pilot period, compared to only 16,500 each year under the old research methodology. 

The customer understanding gained from this research will be used to drive targeted public transport improvements, and to help ensure the public transport experience is meeting customer needs. The survey is undertaken by an independent market research company, and results of each survey are published on the TransLink PT Performance Dashboard and the Queensland Government Open Data portal. 

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