Transperth satisfaction ratings solid in record year - Public Transport Authority of Western Australia
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Transperth satisfaction ratings solid in record year

Transperth’s commitment to passenger safety and security continues to pay off with survey figures showing that virtually all bus and train passengers say they feel safe on the system during the day.

Despite extensive media coverage of a number of violent incidents – especially on the bus system – earlier this year, 98 per cent of both bus and train patrons said they felt safe on board and 97 per cent said they felt safe at the stop or station during the day, figures which are at or near the highest levels they have been at any time in the 19 years that survey records have been kept.

The night-time figures are not as high – 82 per cent of bus passengers and 76 per cent of train passengers reported that they felt safe on board at night, while 68 per cent (bus) and 66 per cent (train) felt safe at the station or interchange.

The night safety perceptions are down slightly from 2008 on the rail system, but significantly higher on the bus system.  By comparison, all the figures are higher than the percentage of bus passengers (56 per cent) and train passengers (63 per cent) who said they felt safe walking the streets of Perth at night.

The figures were collated earlier this year in Transperth’s annual Passenger Satisfaction Monitor (PSM), a survey of more than 4000 public transport users, by an independent researcher.

At a time when Transperth’s annual total boardings reached a record 128 million, the PSM also shows that overall passenger satisfaction with Perth’s bus, train and ferry services continued at or near record highs.

“Of our train passengers, 89 per cent are satisfied with the system, compared with 84 per cent on the buses and an outstanding 96 per cent on the ferries,” said Public Transport Authority CEO Reece Waldock.

“The high safety rating is particularly pleasing and reflects the impact of our transit officers, revenue protection officers, monitored CCTV surveillance system, high-quality lighting, and emergency call buttons and secure parking at stations and interchanges,” he said.

“SmartRider – still the only fully operational electronic ticketing system in Australia – has also enhanced our safety and security, which is an area in which we have made a significant investment.”

Mr Waldock said several other important findings came out of the survey.

“Though the most important characteristics differ among bus, train and ferry travellers, the cost of the fare is the highest-ranked common denominator,” he said.

“Among bus passengers, 65 per cent rated punctuality as the most important characteristic – and we scored an 83 per cent satisfaction rating.

“Second was the number of buses – 64 per cent, with 69 per cent satisfaction – then cost of fare (61/66 per cent). Safety on board and at the interchange came in at sixth and seventh most important consideration.

“On rail, safety on board was cited as the most important factor by 72 per cent of respondents.  Cost was next (68/66 per cent), then safety at the station (67 per cent).  Punctuality (fourth) and availability of seats (seventh) were further down the list.

“On the ferry, cost of fare is the main consideration (77 per cent, with 84 per cent satisfaction), followed by cleanliness of the vessel (76/100 per cent) and shelter at the jetty (65/79 per cent).”

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