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 of 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 the 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 standards are as follows:
A number of factors can affect Transwa’s ability to meet its on-time running standards including:
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 Report.
On-time performance statistics for all Transwa services are provided as follows:
The on-time performance statistics for the previous five years are provided as follows:
We also conduct annual passenger surveys: