Performance on target, customer satisfaction up
Metro has completed a busy October of Spring Racing and the AFL Grand Final by exceeding benchmark performance targets for a fifth consecutive month.
The number of trains running on time was 89.8 per cent and the number of services delivered was 98.86 per cent, marking the first time since December 2008 that targets have been met for five months running.
Metro Corporate Relations general manager Leah Waymark says the performance figures are in line with an overall boost in customer satisfaction.
"The latest figures from the Department of Transport show customer satisfaction with train services has increased to 66 per cent in the July-September quarter.
"We're now beginning to make significant inroads into fixing Melbourne's train network for the long term", says Waymark.
"The result is up 2.5 per cent from the previous quarter and 3.1 per cent from the same quarter last year, so there's a clear pattern emerging - that our changes to the timetable and investments in infrastructure and maintenance are getting the desired results."
About Metro’s performance targets
Metro’s performance thresholds are to run at least 98 per cent of trains each month and for more than 88 per cent of these services to be punctual.
The government has applied a tougher measurement system under Metro’s contract for delivery and punctuality. For example, a train that bypasses the city loop or doesn’t reach its final destination now contributes to the cancellation rate, whereas under the previous contract it was counted as a full service.
The definition of an on-time train has also changed, reducing from the previous threshold of five minutes and 59 seconds to the current, shorter threshold of four minutes and 59 seconds.
A 28-day rolling average of Metro’s service delivery and punctuality figures can be viewed online at metrotrains.com.au
