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BUS PASSENGER SURVEY – FIRSTBUS PASSENGER SURVEY RESULTS FOR:
July 2010First in GMPTE area
July 2010
Ian WrightContacts David ChilversPassenger Focus2nd Floor, One Drummond Gate,Pimlico,London SW1V 2QY
Tel: 0300 123 0860
Continental ResearchKingsbourne House229-231 High HolbornLondon WC1V 7DA
Tel: 020 7490 9111
Bus Passenger Survey: First in GMPTE report. July 2010
Tel: 0300 123 0860 Email: [email protected]
Tel: 020 7490 9111Email: [email protected]
ContentsPage
Methodology 1
Sample profile 2
Overall Satisfaction 3
Planning the journey 4
Ticketing used for journey 5
Method of Buying Ticket 6Method of Buying Ticket 6
Bus Stop Facilities 7
Satisfaction with Bus Stop 8
Time Waiting for Bus 9
Satisfaction with Waiting for Bus 10
On the bus (satisfaction with ‘on the bus’ factors) 11
On the bus (satisfaction with length of journey and provision of information) 12
The Bus Driver 13
Value for Money 14
Peak / non peak comparison 15
Key driver of overall satisfaction 16
S ti f ti d I t 17Satisfaction and Impact 17
Appendix - The Questionnaire 18-21
Bus Passenger Survey: First in GMPTE report. July 2010
MethodologyPassenger Focus undertook a survey of bus passenger satisfaction in the following areas in November 2009:
PTE U b C tPTE Urban CountySouth Yorkshire Stoke-on-Trent ShropshireWest Yorkshire Brighton CumbriaMerseyside Medway Kent CornwallGreater Manchester Plymouth HampshireGreater Manchester Plymouth Hampshire
Swindon Cambridgeshire
The survey used a self-completion questionnaire, which was handed to passengers onboard the bus during their journey. A copy of the questionnaire is included in the appendices to this report.journey. A copy of the questionnaire is included in the appendices to this report.
The survey was administered on a pre-selected sample of bus services in each area. The sample of bus services was designed to be broadly representative of operator market share and service frequency.
A database of local bus services was created for each area and stratified by operator and service frequency. A sample of services was then selected using a Probability Proportional to Size approach. The results for each geographical area were then weighted to accurately reflect the market share of operators in the area. Results were also weighted according to the proportion of journeys made by concessionary passengers, based on data provided by the TAS partnershipprovided by the TAS partnership.
This report presents the survey results for FIRST and compares them to the results for all GMPTE and also to all PTE areas surveyed.
Bus Passenger Survey: First in GMPTE report. July 2010 1
Sample Profile
FIRST GMPTE PTEs FIRST GMPTE PTEs
SAMPLE 407 2089 8053 SAMPLE 407 2089 8053% % % % % %% % % % % %
SEX JOURNEY PURPOSE Male 36 35 32 Commute 51 53 41Female 59 61 64 Shopping 22 22 31Not stated 5 4 4 Visiting friends/relatives 9 8 10
Sport/entertainment 4 3 3AGE Day out 2 2 216 25 23 22 17 Travel to/from holiday 0 0 016-25 23 22 17 Travel to/from holiday 0 0 026-34 9 13 9 Personal business 3 3 435-44 12 13 12 Company business 1 1 145-54 16 16 16 Other 3 3 555-59 9 8 960+ 27 24 32 REGULAR TRAVELLER
Yes (6 or more journeys in last 2 weeks) 57 58 53DISABILITY No 39 38 43DISABILITY No 39 38 43Yes 16 17 20 Not stated 4 3 4No 72 73 69Not stated 12 10 12
OTHER POSSIBLE MODESTIME OF TRAVEL Car (passnger) 31 26 25Peak (before 9:30 or between 4pm and 7pm) 48 46 34 Car (driver) 9 11 127pm)Off peak (between 9:30am and 4pm or after 52 54 66 Train 9 8 9
Taxi 21 21 21CONCESSIONARY FARE Bicycle 6 7 4Concession 28 24 33 On foot/walking 31 31 30No concession 72 75 67 Metro/light rail/tram 3 5 3
Coach 0 1 0Motorbike 0 0 0Motorbike 0 0 0Other 5 4 4
NB: Throughout this report, base size information relates to the unweighted base, to show the real number of passengers who were interviewed to provide the results. However, all data shown in the report, including sample profile data here, is weighted.
Bus Passenger Survey: First in GMPTE report. July 2010 2
Overall SatisfactionOverall satisfaction with bus journey % very/fairly
satisfied
8439% 46% 10% 3% 3%FIRST (383)
84
87
36%
44%
48%
43%
9%
7%
4%
4%
3%
2%
GMPTE (1981)
PTEs (7676)
% % % % %F h ld (163)
Overall journey satisfaction by key passenger groups for FIRST
Q26. Overall, taking everything into account from start to end of this bus journey, how satisfied were you with your bus journey today?
% very/fairly satisfied
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
53%
33%
27%
36%
50%
54%
5%
11%
8%
4%
3%
6% 5%
3%
2%Free pass holders (163)
Fare-payers (220)
Age 16-25 (73)
88
83
81
37%
56%
48%
34%
12%
4%
1%
4%1%
3%
Age 26-34 (29)
Age 35-54 (94)
Age 55-59 (32)
Age 60+ (153)
79
84
80
91
Sample size to small
Sample size to small
31%
46%
47%
44%
14%
5%
4%
3%2%
4%
g ( )
Peak travel (165)
Non peak travel (218)
V ti fi d F i l ti fi d N ith ti fi d di ti fi d F i l di ti fi d V di ti fi d
78
90
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
Bus Passenger Survey: First in GMPTE report. July 2010
Q26. Overall, taking everything into account from start to end of this bus journey, how satisfied were you with your bus journey today?
3
Planning the journey
Information sources used to plan journey Satisfaction using that source of information(% /f i l ti fi d)
22%
6%
25%
5%
27%
3%
Printed bus timetable
Online bus timetable from bus company website
FIRST GMPTE PTEs
Printed bus timetable 84 83 87
(% very/fairly satisfied)
2%
0%
2%
0%
1%
0%
Traveline website
Transport Direct website
Online bus timetable - 97 91
Traveline website - - 91
Transport Direct website
- - -
0%
0%
1%
0%
1%
1%
Other website
Phoned bus company
Other website - - -
Phoned bus company - - 71
Phoned local council - - -
0%
5%
0%
4%
0%
4%
Phoned local council
Other
Q7. How satisfied were you with the information sources you used?
61%61%60%
None
FIRST (407) GMPTE (2089) PTEs (8053)
Bus Passenger Survey: First in GMPTE report. July 2010
Q6. What information sources did you use to help plan your journey today? (please tick all that apply)
4
Ticket used for journey
Ticket used for journey
15%
3%
25%
15%
3%
19%
4%
Single ticket paid for in cash
Return ticket paid for in cash
25%
3%
5%
22%
3%
4%
28%
5%
4%
Free bus pass for the elderly
Free bus pass for people with a disability
Discount ticket (student/other)
12%
2%
23%
9%
1%
32%
8%
1%
20%
One day bus pass
Travel pass covering bus and other modes of transport valid for one day
Bus pass valid for more than one day
6%
6%
6%
5%
20%
7%
4%
Travel pass covering bus and other modes of transport valid for more than one day
Other
Q2. What type of ticket did you use for this journey?
FIRST (407) GMPTE (2089) PTEs (8053)
Bus Passenger Survey: First in GMPTE report. July 2010 5
Method of Buying Ticket
53%
Method of buying ticket Rating the ease of buying a ticket using that method(% very/fairly easy)53%
19%
13%
43%
26%
13%
53%
17%
From the driver today
From a driver before today
From a travel office/travel centre/bus
FIRST GMPTE PTEs
F h d i d 98 9 9
( y y y)
1%
6%
13%
5%
5%
14%
3%
5%
station/booking office
From a website
From a local shop or post office
From the driver today 98 97 97
From a driver before today - 96 96
Travel office/centre/bus 88 900%
5%
2%
0%
6%
5%
0%
6%
From a machine at the bus stop
Other
station/booking office - 88 90
From a website - 92 90
From a local shop/post office 95 892%2%2%
None
FIRST (233) GMPTE (1261) PTEs (4168)
From a local shop/post office - 95 89
From machine at bus stop - - -
Q3. How did you buy your ticket? * Base: all fare-paying passengers
Q4. And how easy did you find buying this ticket – was it…?
* Base: all fare-paying passengers
Bus Passenger Survey: First in GMPTE report. July 2010 6
Bus Stop FacilitiesFacilities at the bus stop (% saying facility was available)
73%
3%
74%73%
A shelter
3%
68%
4%
70%
18%
66%
An electronic display showing lengthof time till next bus is due to arrive
A timetable
32%
31%
33%
31%
66%
17%A route map
Li h i
19%
31%
21%
29%
26%
Lighting
A code so I can use a mobile phoneto find the time of the next bus
FIRST (407) GMPTE (2089) PTEs (8053)
Q11. Which of the following were available at the stop where you caught this bus?
Bus Passenger Survey: First in GMPTE report. July 2010 7
Satisfaction with Bus Stop
22% 47% 17% 8% 7%FIRST (376)
Overall satisfaction with bus stop facilities % very/fairly satisfied
68
22%
27%
48%
44%
17%
15%
8%
8%
6%
6%
GMPTE (1943)
PTEs (7511)
V ti fi d F i l ti fi d N ith ti fi d di ti fi d F i l di ti fi d V di ti fi d
70
71
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
42% 44% 11% 4% 1%Any route maps provided
Satisfaction with bus stop facilities
Q13. Overall, how satisfied were you with the facilities at the bus stop?
85 84 85
% very/fairly satisfiedFIRST GMPTE PTEs
42%
39%
45%
44%
45%
39%
11%
9%
7%
4%
4%
5%
1%
4%
4%
(109)
The timetable informationprovided (253)
The provision of shelter (270)
85 84 85
84 84 85
84 84 84
29% 44% 18% 6% 3%
Any electronic information e.g.showing time of next bus (7)
Your personal safety at thebus stop (364)
84 90
73 75 78
Sample size to small
26%
24%
44%
45%
15%
14%
11%
13% 4%
4%The cleanliness and freedom
from graffiti (332)
The amount of litter (318)
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
70 70 74
69 67 70
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
Bus Passenger Survey: First in GMPTE report. July 2010
Q12. Thinking about the bus stop where you boarded, how satisfied were you with each of the following?
(Satisfaction with ‘provision of shelter’, ‘timetable information’, ‘route maps’ and ‘electronic information’ based on respondents saying relevant facility is available)
8
Time Waiting for Bus
FIRST GMPTE PTEs
Length of time waited for bus(% waiting for…)
Under 2 mins 11 14 12
2-5 mins 33 33 37
More than 5 mins, and up to 10 mins 30 29 29
More than 10 mins and up to 15 mins 12 11 11More than 10 mins and up to 15 mins 12 11 11
More than 15 mins 12 11 8
Not sure 1 1 1
Q14 H l did it f b ?Q14. How long did you wait for your bus?
How waiting time for the bus compared with expectation
12%
13%
63%
63%
22%
22%
2%
3%
FIRST (407)
GMPTE (2089)
12% 65% 20% 3%PTEs (8053)
Less time than you expected About the length of time you expected Longer than you expected No answery p g y p g y p
Bus Passenger Survey: First in GMPTE report. July 2010
Q15. Thinking about the time you waited for this bus today, was it…?
9
Satisfaction with Waiting for Bus
Satisfaction with factors around waiting for the bus % very/fairly satisfiedFIRST GMPTE PTEs
33% 34% 11% 9% 14%The length of time you had towait for the bus (377) 67 68 74
34% 32% 12% 9% 14%Whether the bus arrived ontime (356)
The frequency of buses on this
66 67 72
26% 32% 11% 13% 18%The frequency of buses on thisroute (363)
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
58 60 63
Q19. How satisfied were you with each of the following?
Bus Passenger Survey: First in GMPTE report. July 2010 10
On the bus
58% 35% 4%2% 1%The ease of getting on and off the
Satisfaction with ‘on the bus’ factors
93 93 93
% very/fairly satisfiedFIRST GMPTE PTEs
58%
59%
35%
31%
4%
8%
2%
2% 1%
1%bus (395)
The information provided on theoutside of the bus (route number
and destination) (377)
93 93 93
90 90 90
46%
34%
41%
47%
8%
12%
2%
4% 4%
2%Being able to get a seat (378)
Room for all the passengers to sitor stand (377)
87 86 88
80 79 83
36%
32%
44%
46%
12%
15%
6%
6% 1%
2%The temperature inside the bus
(369)
The cleanliness and condition ofthe outside of the bus (377)
80 78 80
78 76 79
34%
24%
42%
48%
18%
15%
5%
9% 3%
1%Your personal security whilst on
the bus (371)
The comfort of the seats (375)
76 77 81
72 71 75
27% 45% 12% 12% 5%
( )
The cleanliness and condition ofthe inside of the bus (374)
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
72 67 74
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
Bus Passenger Survey: First in GMPTE report. July 2010
Q20. Thinking about the bus journey itself, please indicate how satisfied you were with each of the following?
11
On the bus
33% 42% 14% 7% 4%The length of time your journeytook (381)
Satisfaction with ‘on the bus’ factors: length of journey and provision of information % very/fairly satisfiedFIRST GMPTE PTEs
76 76 81
22% 37% 36% 4% 1%The information provided
inside the bus (335) 59 58 62
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfiedQ20. Thinking about the bus journey itself, please indicate how satisfied you were with each of the following?
Reasons for dissatisfaction with time the journey took% saying….
Preferences for ‘on the bus’ information% saying….
58%
% saying…. % saying….
58% 57%
48%
Sample size for First too small to be charted Sample size for First too small to be charted
19%
27%
13%
36% 39%
25%
46%
29%23%
10%
30% 32%
24%
43% 46%
22%
13%
48%
39%
17%13%
The amount of traffic on
the road
The route the bus took
The slow driving speed
Poor weather conditions
The time the bus waited at
stops
Time for passengers to board and pay tickets
Other reasons
FIRST (35) GMPTE (192) PTEs (530)
Timetable information
Route information Electronic information
Audio information Another type of information
FIRST (18) GMPTE (126) PTEs (461)( ) ( ) ( )
Bus Passenger Survey: First in GMPTE report. July 2010
Q21. Why were you dissatisfied with the time the journey took?Q22. You said that you were not satisfied with the information provided inside the bus. What information would you like to be provided?
12
The Bus Driver
% very/fairly satisfied
43% 44% 10% 2% 1%The appropriateness of thespeed (365)
Satisfaction with ‘bus driver’ factorsy y
FIRST GMPTE PTEs
86 84 87
43%
45%
43%
37%
11%
16%
2%
1%
1%Your feeling of safety fromroad accidents during the
journey (367)
The driver's appearance
86 83 86
83 82 8545%
44%
37%
31%
16%
18% 4%
1%
2%
(369)
The helpfulness and attitudeof the driver (359)
The smoothness and
83 82 85
76 74 79
34% 42% 13% 8% 2%The smoothness and
freedom from jolting duringyour journey (367)
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
76 74 77
Q23. Thinking about the driver, please indicate how satisfied you were with each of the following?
Bus Passenger Survey: First in GMPTE report. July 2010 13
Value for Money
31% 26% 14% 14% 15%FIRST (319)
Satisfaction with value for money of your journey % very/fairly satisfied
57
33%
39%
30%
28%
14%
13%
11%
10%
12%
10%
GMPTE (1627)
PTEs (6040)
63
67
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
% % % % %F (214)
% very/fairly satisfied
Q20. Thinking about the bus journey itself, please indicate how satisfied you were with each of the following ….the value for money of your journey?
Satisfaction with value for money by key passenger groups for FIRST
21%
68%
17%
27%
26%
24%
16%
5%
24%
17%
15%
18%
2%
20%
Fare-payers (214)
Free pass holders (105)
Age 16-25 (72)
48
93
41
27%
66%
28%
28%
14%
4%
10%
2%
21%
Age 26-34 (26)
Age 35-54 (87)
Age 55-59 (26)
Age 60+ (95)
38
55
57
94
20%
43%
30%
23%
18%
9%
14%
14% 11%
18%
g ( )
Peak travel (147)
Non peak travel (172)
V ti fi d F i l ti fi d N ith ti fi d di ti fi d F i l di ti fi d V di ti fi d
49
66
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
Bus Passenger Survey: First in GMPTE report. July 2010 14
Q20. Thinking about the bus journey itself, please indicate how satisfied you were with each of the following ….the value for money of your journey?
Peak vs Off-peak comparison
Key variations in satisfaction between peak and off-peak – FIRST
55%
75%
Whether the bus arrived
on time
49%
68%
66%
The value for money of
your journey
The length of ti
65%
83%
79%
time your journey took
The comfort of the seats
63%
79%
77%
The cleanliness
and freedom from graffiti
Peak Off-peak
Bus Passenger Survey: First in GMPTE report. July 2010 15
Key drivers of overall satisfactionImpact of individual factors on overall satisfaction with bus journey – First in GMPTEThe figures in this chart are computed using a regression analysis which measures the correlation between overall satisfaction and satisfaction with individual factors. The more highly correlated a factor is, the greater its influence is likely to be on overall satisfaction.
First in GMPTE
GMPTE
PTEs
The Length Of Time Your Journey Took The Ease Of Getting On And Off The Bus
Whether The Bus Arrived On Time The Smoothness And Freedom From Jolting During The Journey
The Cleanliness And Condition Of The Outside Of The Bus Others
16Bus Passenger Survey: First in GMPTE report. July 2010
Satisfaction and ImpactSatisfaction with individual factors and their impact on overall journey satisfaction
First in GMPTE area
More Journey timePriorities for improvement
Punctuality
Cleanliness outside of bus
Ease of getting on / off
Smoothness of the ride
I m p
a c
t
R l ti t tCleanliness at stop
Timetable information at stop & Shelter at stop
Personal safety at stopComfort of seats
Temperature on bus
Value for moneyAppropriateness of speed
Helpfulness / attitude of driver
Feeling safe from accidents
Real time at stop
Route map provided at stopLitter at stop
Cleanliness at stop
Service frequencyLength of time waited at stop
Getting a seatRoom for everyone to sit / stand
Cleanliness inside busInformation inside bus
Information on outside of busAppropriateness of speed
Driver appearance
Lower Higher
Less
S a t i s f a c t i o n
Personal security on bus
17Bus Passenger Survey: First in GMPTE report. July 2010
Lower HigherS a t i s f a c t i o n
Questionnaire (1)
Bus Passenger Survey: First in GMPTE report. July 2010Above is a copy of the questionnaire, used in November 2009
19
Questionnaire (2)
Bus Passenger Survey: First in GMPTE report. July 2010 20Above is a copy of the questionnaire, used in November 2009
Questionnaire (3)
Bus Passenger Survey: First in GMPTE report. July 2010 21Above is a copy of the questionnaire, used in November 2009
Questionnaire (4)
Bus Passenger Survey: First in GMPTE report. July 2010 22Above is a copy of the questionnaire, used in November 2009