Transwa has a number of non-financial performance indicators that are a measurement of how our services operate,
what customers perceive the service level to be and whether our services run within set time parameters.
According to an independent survey which measured customer satisfaction, service reliability is regarded as one
the most significant characteristics of quality service. Service reliability is essentially a combination of two
main factors, punctuality and consistency.
Service punctuality is one of the most significant characteristics of quality service. Transwa monitors service
punctuality and reviews the reasons for delays as part of the overall aim to achieve customer satisfaction and
improve service reliability and performance.
Punctuality is measured as a percentage of services that arrive at their destination within a defined period of
scheduled arrival time. Where a service arrives within these parameters it is considered an “on-time
arrival”. Transwa has aligned these parameters to Australian and international benchmarks and these
are as follows:
A number of factors can affect Transwa’s ability to meet its on-time running standards including:
- Track closures due to maintenance or train failures;
- Signal faults;
- Track speed restrictions;
- Severe weather conditions;
- Crossing of trains with other track users; and
- Mechanical issues.
Where these factors have had a significant impact on the on-time performance of Transwa services, they are
identified in the Public Transport Authority’s Annual
On-time performance statistics for all Transwa services are provided as follows:
||Jul - Sep 2019
||Oct - Dec 2019
||Jan - Mar 2020
||Apr - Jun 2020
The on-time performance statistics for the previous five years are provided as follows:
Annual Passenger Satisfaction Monitor
We also conduct annual passenger surveys: