Passenger Rail

City trains: Smaller operators enjoy greater customer satisfaction

The latest city rail passenger survey from Canstar Blue has revealed smaller operations in Perth and Adelaide have the highest rates of passenger satisfaction, while the nation’s largest operations are less-highly reviewed.

WA operator Transperth was the overall winner of Canstar Blue’s latest rail passenger review, which was based on over 4,400 responses.

Transperth placed first in the survey with a 5-star overall satisfaction grade from the Canstar survey. Adelaide Metro and Queensland Rail were given 4-star grades, while Sydney Trains and Metro Trains Melbourne were given 3-star grades.

Canstar found service reliability to be the most important category to most passengers, with star ratings in that category identical to each operator’s overall satisfaction rating. 39 per cent of respondents said they often experience delays when catching the train.

By operator, 48 per cent of Metro Trains Melbourne passengers surveyed said they often experience delays, followed by Sydney Trains (45 per cent), Adelaide Metro (33 per cent), Queensland Rail (31 per cent) and Transperth (16 per cent).

WA transport minister Rita Saffioti said the survey – which Transperth ‘won’ for the sixth year running – coincided well with the recent launch of a $1.25 million campaign to boost patronage on Transperth services.

“This recognition demonstrates our world-class public transport system, which is only going to improve as our network expands with the Metronet projects,” Saffioti said. “I’d encourage anyone who hasn’t used Transperth services in a while to experience the first-rate network we have here in WA.”