Passenger Rail, light rail

Customer service survey to gauge progress on Adelaide transport network

The South Australian government has announced the launch of the Adelaide Metro Customer Satisfaction Survey to understand how passengers perceive public transport services in Adelaide.

The twice-yearly survey will cover trains and tram services, as well as buses and metrics will include behaviour of staff, cleanliness, availability and accuracy of information, and driving behaviours.

SA Infrastructure and Transport Minister Corey Wingard said the survey would provide a way to measure service delivery as Adelaide moves to an outsourced model.

“This survey will also establish a baseline so that when Keolis Downer takes over the running of our train network in January, we can track the improvement in customer service satisfaction under their customer-focused delivery model.”

According to figures from the SA government, other metrics used to evaluate public transport services have improved since bus and tram operations were outsourced.

“Encouragingly, the Service Reliability KPI results for Torrens Connect, who took over tram service in July, show they are exceeding their punctuality benchmark.”

Tram services during peak hours from July to September were on time 99.4 per cent of the time, above the benchmark of 95 per cent. To be considered on time, tram services must arrive no more than 4 minutes and 59 seconds after the timetabled arrival time.

Wingard said that the customer service survey is part of efforts to improve overall levels of public transport usage.

“We’re focused on modernising and improving our public transport system to help increase public transport patronage,” he said.