Performance measures

Ridership vs boardings

A ride is a paid trip, including any transfers. Boardings are how many people stepped onto a bus and a boarding doesn’t separate out who paid a fare and who boarded with a transfer. For example, a rider who pays a cash fare for their trip and then transfers to a second bus to complete their journey is counted as one trip, but two boardings.

Ridership

Boardings

 A GRT bus is considered on-time if it departs a scheduled timepoint no more than 3 minutes late. 

System % On-time

A crowded bus negatively affects the comfort and safety of passengers. It could also result in the bypassing of customers waiting at bus stops.

A bus is identified as overcrowded when it is carrying:

• More than 45 passengers during weekday peak periods; or
• More than seated capacity (36 passengers) during midday, evenings or weekends.
  

Routes are regularly monitored to identify bus trips that are consistently overcrowded. Subject to availability of staff, buses and budget, GRT responds to overcrowding by adding bus trips during busy hours. Long-term measures include increasing service frequency for overcrowded routes.

Please note many routes currently do not exceed GRT’s normal crowding standards because of reduced passenger activity during the COVID-19 pandemic. GRT regularly monitors its routes to apply appropriate measures to ensure passengers can safely maintain physical distance while completing their trips.

GRT provides approximately 60,000-68,000 scheduled service hours per month. Service delivery is measured by the percentage of scheduled service hours that are operated. Missed service can occur due to traffic, weather, mechanical breakdowns, collisions and the lack of resources assigned to a route. As a result customers are negatively impacted by longer wait times and missed transfers

A number of GRT's traveller information systems give predicted real-time departure information for buses so riders have a better idea of when their bus will be leaving their stop.

While GRT expects most predictions to be reasonably accurate,  the technology is complex and relies on multiple systems, on and off the bus to work together. Because of this complexity, riders may occasionally receive inaccurate  information when one system fails to communicate with the others.

Each bus route has series of bus stops, usually at major intersections or landmarks, that are identified as timepoints on its schedule. For example, "King at University" is one of thirteen timepoints identified on the Route 7 public timetable. Bus operators drive to the scheduled time at these timepoints.

In addition, every bus stop between timepoints has a time associated to it but these times are subject to some variability so customers are asked to be at stops 5 minutes early.

Weather or detours can affect the on-time performance of buses. In a snow storm, buses will typically run later than scheduled which will be reflected in the calculation of schedule adherence.

If a detour is known about in advance and will last for a significant length of time (such as a month or longer road construction project), GRT staff will take this into account and, when possible, adjust the schedule for the affected route(s). On-time performance is based on the adjusted schedules. In contrast, the schedule for a route is not adjusted for detours that occur with little advance notice or are only in effect for a short time. Examples of events that cause short-term detours include a water main break, traffic accident or minor road repair. For these short-term detours, a bus is recorded as running late.