Translink PT performance dashboard

The Translink PT performance dashboard is a digital resource that brings greater accessibility and visibility of performance on SEQ's public transport network.

The dashboard represents the SEQ area from the Sunshine Coast to the Gold Coast, and includes measures from on-time running, patronage, fines and warnings, passenger injuries, and 25 customer experience metrics.

Translink will continue to invest in data collection with new performance measures, regional areas and enhanced filtering features to be added in the future.

A more accessible display of this data is available on the Open Data Portal.

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Translink PT performance dashboard (Q2 2023-24)

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Glossary

Measures of Reliability

Metric	Mode	Geographic Location	Inclusions	Exclusions	Definition
On-time running South East Queensland (SEQ) bus overall	Bus	South East Queensland Brisbane City Eastern Region Gold Coast Northern Region Southern Region Western Region	SEQ bus services.	Rest of Queensland bus services are excluded.	On-time running is measured at selected key locations within specific time periods. The current on-time running calculation is based on an average monthly sample of all urban services across the SEQ bus network, consolidating the average performance from early departures, late arrivals and missed connections (as applicable) for a number of routes.
Citytrain 24/7 (adjusted for force majeure)	Train	Citytrain network	Citytrain services are those passenger services between Brisbane (Central Station) and the following locations: Gympie North, Rosewood, Springfield, Varsity Lakes, Shorncliffe, Ferny Grove, Kippa-Ring, Cleveland and Doomben.	On-time running result is adjusted to exclude events which are unavoidable or cannot reasonably be anticpated, such as storms, emergencies (for example on board medical emergencies), or compliance with directions from authorities such as police (force majeure events).	The percentage of train services on the Citytrain network that arrive at their destination within 3:59 minutes that have been adjusted for force majeure events. Please note: Gold Coast, Rosewood or North Coast services are classified as 'on time' if they arrives at their destination within 5:59 minutes.
Average on-time running performance in peak times – Citytrain	Train	Citytrain network	Citytrain services are those passenger services between Brisbane (Central Station) and the following locations: Gympie North, Rosewood, Springfield, Varsity Lakes, Shorncliffe, Ferny Grove, Kippa-Ring, Cleveland and Doomben.	Off-peak and contra direction services on the Citytrain network, and any non-Citytrain services. On-time running result is adjusted to exclude events which are unavoidable or cannot reasonably be anticpated, such as storms, emergencies (for example on board medical emergencies), or compliance with directions from authorities such as police (force majeure events).	The percentage of morning and afternoon peak train services on the Citytrain network that arrive at their destination within 3:59 minutes. Please note: Gold Coast, Rosewood or North Coast morning and afternoon peak services are classified as 'on time' if they arrives at their destination within 5:59 minutes. All Afternoon peak (3:30 - 6:30pm) services are measured on arrival at their destination; while most morning peak (6-9am) services are measured on arrival at Central Station.
Scheduled services delivered – Citytrain	Train	Citytrain network	Any service that is either partially or fully cancelled.	Train cancellations for non Citytrain services. Reliability result is adjusted to exclude force majeure events, such as storms, emergencies (for example on board medical emergencies), or compliance with directions from authorities such as police.	The number of services delivered expressed as a percentage of the total services scheduled, adjusted for force majeure events.
Punctuality - Tram	Tram	G:link network	Punctuality on Tram/ Gold Coast Light Rail (G:link) services in SEQ.	Rest of Queensland is excluded. All other modes are excluded.	Punctuality is the percentage of services that arrive and depart on time when compared with the contract timetable. Punctuality is only measured at key stations.
Reliability - Tram	Tram	G:link network	Light Rail services on the Gold Coast are included.	Rest of Queensland excluded. All other modes are excluded.	Reliability is the number of fully completed services and partially completed services compared with scheduled services of the light rail contract timetable.

Measures of Patronage

Metric	Mode	Geographic Location	Inclusions	Exclusions	Definition
Patronage of SEQ Ferry Services	Ferry	South East Queensland	All passengers using SEQ ferry services established by transport service contracts and using Translink ticketing.	Excludes patronage on ferry services outside SEQ. Also excludes commercially operated services not contracted or subsidised by the State Government.	A single one way movement of a person from an origin to a destination.
Patronage of SEQ Rail Services	Train	Citytrain network	All passengers using SEQ Citytrain services (see Citytrain definition under 'Reliability - Citytrain 24/7').	Excludes patronage on long distance train services. Also excludes commercially operated services not contracted or subsidised by the State Government.	A single one way movement of a person from an origin to a destination.
Patronage of SEQ Tram services	Tram	G:link network	All passengers using tram services on the Gold Coast.	Excludes all other modes of transportation.	A single one way movement of a person from an origin to a destination.
Patronage on State Government contracted services: South East Queensland – Bus	Bus	South East Queensland Brisbane City Eastern Region Gold Coast Northern Region Southern Region Western Region	All passengers using SEQ bus services established by service contracts.	Excludes patronage on bus routes outside SEQ. Also excludes commercially operated services not contracted or subsidised by the State Government.	A single one way movement of a person from an origin to a destination.

Measures of Safety

Metric	Mode	Geographic Location	Inclusions	Exclusions	Definition
Passenger fines	All	South East Queensland	SEQ network is included (all modes). Fines issued by Queensland Police, Senior Network Officers, Keolis Downer (KD) Customer Service Officers, Queensland Rail Authorised Officers all included.	Rest of Queensland is excluded (with the exception of long distance services terminating in SEQ).	All fines issued across the SEQ network. Please note: All historical data subject to change due to delay in fines being logged.
Passenger injuries - South East Queensland bus	Bus	South East Queensland	Data includes: on bus - any injury regardless of severity that is reported by the bus driver for bus services in SEQ.	Injuries that occurred onboard that were not known by the bus driver are not included. Injuries to the bus driver are not included. Injuries reported to Translink by passengers that were not reported to the bus driver are not included. Passengers who board bus services with pre-existing injuries are not included. Injuries to people who were not on-board are not included (for example, a collision with a cyclist).	Passenger injuries: any injury (regardless of severity) that is obtained while on the bus.
Passenger injuries - Citytrain	Rail	Citytrain network	Passenger injuries on Citytrain services.	Passenger injuries on non Citytrain services.	The total number of injuries to passengers recorded during the reporting period on the Citytrain network.
Passenger injuries - Tram	Tram	G:link network	Data includes on-tram and on-platform injuries regardless of severity for tram services on the Gold Coast.	Data does not include injuries from a member of the public assault or a medical emergency; injuries that have occurred on track as pedestrians, not passengers.	Passenger injuries: any injury (regardless of severity) that is obtained while on the tram or tram platform.
Passenger warnings	All	South East Queensland	SEQ network is included (all modes). Warnings issued by Queensland Police, Senior Network Officers, Keolis Downer Customer Service Officers, Queensland Rail Authorised Officers all included.	Rest of Queensland is excluded (with the exception of long distance services terminating in SEQ).	All warning notices issued across the SEQ network. All historical data subject to change due to delay in warnings being received and entered.

Measures of Customer Experience

Metric	Mode	Geographic Location	Inclusions	Exclusions	Definition
Customer Experience: Frequency of services	All	South East Queensland	Survey respondents (network-wide) who are Translink passenger transport users (all modes) in South East Queensland.	Public transport users outside of South East Queensland.	Customer Experience – measure of customers’ experience and satisfaction with passenger transport services in Queensland. Customer Experience Survey attribute - NET1_01: Frequency of Services
Customer Experience: Punctuality	All	South East Queensland	Survey respondents (network-wide) who are Translink passenger transport users (all modes) in South East Queensland.	Public transport users outside of South East Queensland.	Customer Experience – measure of customers’ experience and satisfaction with passenger transport services in Queensland. Customer Experience Survey attribute - ON1_07: Punctuality
Customer Experience: Accessibility of the station/stop/terminal	All	South East Queensland	Survey respondents (network-wide) who are Translink passenger transport users (all modes) in South East Queensland.	Public transport users outside of South East Queensland.	Customer Experience – measure of customers’ experience and satisfaction with passenger transport services in Queensland. Customer Experience Survey attribute - OFF2_01: Accessibility of the station / stop / terminal
Customer Experience: Accessibility of the vehicle	All	South East Queensland	Survey respondents (network-wide) who are Translink passenger transport users (all modes) in South East Queensland.	Public transport users outside of South East Queensland.	Customer Experience – measure of customers’ experience and satisfaction with passenger transport services in Queensland. Customer Experience Survey attribute - ON1_11: Accessibility
Customer Experience: Availability of information needed to complete your trip	All	South East Queensland	Survey respondents (network-wide) who are Translink passenger transport users (all modes) in South East Queensland.	Public transport users outside of South East Queensland.	Customer Experience – measure of customers’ experience and satisfaction with passenger transport services in Queensland. Customer Experience Survey attribute - ON1_05: Availability of information on-board
Customer Experience: Availability of information to commence trip	All	South East Queensland	Survey respondents (network-wide) who are Translink passenger transport users (all modes) in South East Queensland.	Public transport users outside of South East Queensland.	Customer Experience – measure of customers’ experience and satisfaction with passenger transport services in Queensland. Customer Experience Survey attribute - OFF2_03: Availability of information at the station / stop / terminal
Customer Experience: Availability of information to plan a trip	All	South East Queensland	Survey respondents (network-wide) who are Translink passenger transport users (all modes) in South East Queensland.	Public transport users outside of South East Queensland.	Customer Experience – measure of customers’ experience and satisfaction with passenger transport services in Queensland. Customer Experience Survey attribute - NET1_04: Availability of information needed to plan a trip
Customer Experience: Availability of seating	All	South East Queensland	Survey respondents (network-wide) who are Translink passenger transport users (all modes) in South East Queensland.	Public transport users outside of South East Queensland.	Customer Experience – measure of customers’ experience and satisfaction with passenger transport services in Queensland. Customer Experience Survey attribute - ON1_09: Availability of seating
Customer Experience: Cleanliness at the station / stop / terminal	All	South East Queensland	Survey respondents (network-wide) who are Translink passenger transport users (all modes) in South East Queensland.	Public transport users outside of South East Queensland.	Customer Experience – measure of customers’ experience and satisfaction with passenger transport services in Queensland. Customer Experience Survey attribute - OFF2_05: Cleanliness at the station / stop / terminal
Customer Experience: Cleanliness on board	All	South East Queensland	Survey respondents (network-wide) who are Translink passenger transport users (all modes) in South East Queensland.	Public transport users outside of South East Queensland.	Customer Experience – measure of customers’ experience and satisfaction with passenger transport services in Queensland. Customer Experience Survey attribute - ON1_03: Cleanliness on board
Customer Experience: Comfort of the ride	All	South East Queensland	Survey respondents (network-wide) who are Translink passenger transport users (all modes) in South East Queensland.	Public transport users outside of South East Queensland.	Customer Experience – measure of customers’ experience and satisfaction with passenger transport services in Queensland. Customer Experience Survey attribute - ON1_01: Comfort of the ride
Customer Experience: Comfort on-board	All	South East Queensland	Survey respondents (network-wide) who are Translink passenger transport users (all modes) in South East Queensland.	Public transport users outside of South East Queensland.	Customer Experience – measure of customers’ experience and satisfaction with passenger transport services in Queensland. Customer Experience Survey attribute - ON1_02: Comfort on-board
Customer Experience: Convenience of station/stop/terminal to starting location	All	South East Queensland	Survey respondents (network-wide) who are Translink passenger transport users (all modes) in South East Queensland.	Public transport users outside of South East Queensland.	Customer Experience – measure of customers’ experience and satisfaction with passenger transport services in Queensland. Customer Experience Survey attribute - OFF2_04: Convenience of station / stop / terminal
Customer Experience: Cost of the trip	All	South East Queensland	Survey respondents (network-wide) who are Translink passenger transport users (all modes) in South East Queensland.	Public transport users outside of South East Queensland.	Customer Experience – measure of customers’ experience and satisfaction with passenger transport services in Queensland. Customer Experience Survey attribute - ON1_10: Cost of the trip
Customer Experience: Design of facilities at station/stop/terminal	All	South East Queensland	Survey respondents (network-wide) who are Translink passenger transport users (all modes) in South East Queensland.	Public transport users outside of South East Queensland.	Customer Experience – measure of customers’ experience and satisfaction with passenger transport services in Queensland. Customer Experience Survey attribute - OFF2_09: The design of off-board facilities
Customer Experience: Ease of transferring between services	All	South East Queensland	Survey respondents (network-wide) who are Translink passenger transport users (all modes) in South East Queensland.	Public transport users outside of South East Queensland.	Customer Experience – measure of customers’ experience and satisfaction with passenger transport services in Queensland. Customer Experience Survey attribute - NET1_05: Ease of transferring
Customer Experience: Ease of using the service overall	All	South East Queensland	Survey respondents (network-wide) who are Translink passenger transport users (all modes) in South East Queensland.	Public transport users outside of South East Queensland.	Customer Experience – measure of customers’ experience and satisfaction with passenger transport services in Queensland. Customer Experience Survey attribute - NET1_03: Ease of using the service overall
Customer Experience: Experience on last trip	All	South East Queensland	Survey respondents (network-wide) who are Translink passenger transport users (all modes) in South East Queensland.	Public transport users outside of South East Queensland.	Customer Experience – measure of customers’ experience and satisfaction with passenger transport services in Queensland. Customer Experience Survey attribute - SAT3: Experience on last trip
Customer Experience: Feeling safe at stop/station/terminal	All	South East Queensland	Survey respondents (network-wide) who are Translink passenger transport users (all modes) in South East Queensland.	Public transport users outside of South East Queensland.	Customer Experience – measure of customers’ experience and satisfaction with passenger transport services in Queensland. Customer Experience Survey attribute - OFF2_06: Feeling safe at the station / stop / terminal
Customer Experience: Feeling safe on board	All	South East Queensland	Survey respondents (network-wide) who are Translink passenger transport users (all modes) in South East Queensland.	Public transport users outside of South East Queensland.	Customer Experience – measure of customers’ experience and satisfaction with passenger transport services in Queensland. Customer Experience Survey attribute - ON1_04: Feeling safe on-board
Customer Experience: Helpfulness of staff members	All	South East Queensland	Survey respondents (network-wide) who are Translink passenger transport users (all modes) in South East Queensland.	Public transport users outside of South East Queensland.	Customer Experience – measure of customers’ experience and satisfaction with passenger transport services in Queensland. Customer Experience Survey attribute - OFF2_02: Helpfulness of staff members
Customer Experience: Journey time	All	South East Queensland	Survey respondents (network-wide) who are Translink passenger transport users (all modes) in South East Queensland.	Public transport users outside of South East Queensland.	Customer Experience – measure of customers’ experience and satisfaction with passenger transport services in Queensland. Customer Experience Survey attribute - ON1_08: Journey time
Customer Experience: Overall experience on the network	All	South East Queensland	Survey respondents (network-wide) who are Translink passenger transport users (all modes) in South East Queensland.	Public transport users outside of South East Queensland.	Customer Experience – measure of customers’ experience and satisfaction with passenger transport services in Queensland. Customer Experience Survey attribute - SAT1: Overall experience with the network
Customer Experience: The ease of transferring on your last journey	All	South East Queensland	Survey respondents (network-wide) who are Translink passenger transport users (all modes) in South East Queensland.	Public transport users outside of South East Queensland.	Customer Experience – measure of customers’ experience and satisfaction with passenger transport services in Queensland. Customer Experience Survey attribute - OFF2_08:The ease of transferring between services
Customer service complaints in SEQ per 10,000 trips	All	South East Queensland	All service complaints recorded in the Customer Link system.	Complaints not managed through CustomerLink systems for SEQ; complaints about Translink services outside of the SEQ network	This measure allows the department to assess the effectiveness of specific elements of the public transport system and the range of strategies implemented to attract passengers and increase the number of trips made on public transport.

Disclaimer

All information provided in the Translink PT Performance Dashboard, including data and visualisations, (the Dashboard), are made available for information purposes only. The Department of Transport and Main Roads (TMR), gives no assurance or warranty nor makes any representation as to the data currency, accuracy, completeness, legitimacy, condition or quality of its content, fitness for purpose or that any related files are free from any computer virus or other defect or contamination.

All persons accessing the Dashboard (User) are responsible for assessing its relevance and accuracy or otherwise verifying the content of the information.

Use of the data contained in the Dashboard as provided by TMR is at the User's own risk. The User acknowledges and agrees that TMR (and its officers and employees) will not be liable for any direct, indirect or consequential loss, liability, expense, costs or damages (Loss) due to, arising out of, in connection with, or in respect of the use of or reliance upon the Dashboard including:

any express or implied warranties, representations, terms, conditions and undertakings in connection with the Dashboard; or
negligence and loss of revenue, loss of production or loss of profit; or
use of the Dashboard, and its data, by third parties; or
loss which might be incurred as a result of the Dashboard being varied, superseded or discontinued by TMR or the data contained within it being inaccurate, unreliable, incomplete, unsuitable or unfit for the purpose or the recipient’s requirements in any way and for any reason.

Also note: To better reflect the customer experience on the network, the measurement of ferry staff will only be included in the on-board experience, and not in the off-board experience. Data has been updated to reflect this change.

Copyright

© The State of Queensland (Department of Transport and Main Roads) 2020.
Published by the Queensland Government 2020, 61 Mary St, Brisbane Qld, 4000.
The Queensland Government supports and encourages the dissemination and exchange of information. However, copyright protects this document. The State of Queensland has no objection to this material being reproduced, made available online or electronically but only if it is recognised as the owner of the copyright and this material remains unaltered.

Copyright enquiries about this publication should be directed to Translink, to https://translink.com.au/contact-us/feedback or in writing to GPO Box 213, Brisbane Qld 4001.

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