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BUS PASSENGER SURVEY – SwindonBUS PASSENGER SURVEY RESULTS FOR:November 2009
BUS PASSENGER SURVEY RESULTS FOR:
Swindon Borough Council 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: Swindon 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 drivers of overall satisfaction 16
S ti f ti d I t 17Satisfaction and Impact 17
Appendix - The Questionnaire 18-21
Bus Passenger Survey: Swindon 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 Swindon and compares them to the results for all Urban areas and to all areas surveyed.
Bus Passenger Survey: Swindon report. July 2010 1
Sample Profile
Swindon Urban Areas All Areas Swindon Urban
Areas All Areas
SAMPLE 970 5455 18828 SAMPLE 970 5455 18828% % % % % %
SEX JOURNEY PURPOSE Male 29 30 31 Commute 40 39 39Female 67 66 65 Shopping 30 33 33Not stated 4 4 4 Visiting friends/relatives 9 8 9
Sport/entertainment 2 2 2AGE Day out 2 3 316-25 14 15 16 Travel to/from holiday 0 0 026-34 11 10 9 Personal business 6 4 435-44 15 13 12 Company business 0 1 145-54 15 15 15 Other 6 5 555-59 8 8 860+ 33 35 36 REGULAR TRAVELLER
Yes (6 or more journeys in last 2 weeks) 49 47 49Yes (6 or more journeys in last 2 weeks) 49 47 49DISABILITY No 47 49 47Yes 19 18 19 Not stated 4 4 4No 69 71 69Not stated 12 12 11
OTHER POSSIBLE MODESTIME OF TRAVEL Car (passnger) 28 26 26Peak (before 9:30 or between 4pm andPeak (before 9:30 or between 4pm and 7pm) 32 39 38 Car (driver) 20 16 16
Off peak (between 9:30am and 4pm or after 68 61 62 Train 1 5 7Taxi 24 21 20
CONCESSIONARY FARE Bicycle 10 6 6Concession 36 36 36 On foot/walking 28 35 32No concession 63 64 63 Metro/light rail/tram 0 0 1
C h 0 0 0Coach 0 0 0Motorbike 1 1 0Other 4 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: Swindon report. July 2010 2
Overall SatisfactionOverall satisfaction with bus journey % very/fairly
satisfied
9147% 44% 6% 2%1%Swindon (920)
90
88
48%
47%
42%
42%
6%
7%
3%
3%
1%
1%
Urban Areas (5227)
All Areas (17989)
65% 31% 3%1%F h ld (450)
Overall journey satisfaction by key passenger groups for Swindon
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
65%
37%
22%
31%
51%
57%
8%
15%
3%
5% 1%
3%1%
1%
Free pass holders (450)
Fare-payers (465)
Age 16-25 (105)
97
88
79
29%
43%
58%
65%
54%
49%
36%
32%
14%
4%
2%
2%
3%
2%
1%
2%1%
2%
1%
Age 26-34 (83)
Age 35-54 (236)
Age 55-59 (63)
Age 60+ (424)
83
92
94
97
36%
53%
52%
40%
7%
6%
4%
2%
1%
g ( )
Peak travel (263)
Non peak travel (657)
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
88
93
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
Bus Passenger Survey: Swindon 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)
42%
6%
32%
6%
31%
5%
Printed bus timetable
Online bus timetable from bus company website
Swindon Urban Areas
All Areas
Printed bus timetable 97 92 89
(% very/fairly satisfied)
1%
0%
1%
0%
1%
0%
Traveline website
Transport Direct website
Online bus timetable 84 87 88
Traveline website - - 87
Transport Direct website
- - 89
1%
0%
0%
0%
0%
1%
Other website
Phoned bus company
website
Other website - - 90
Phoned bus company - - 77
Phoned local council - - -0%
3%
45%
0%
4%
0%
3%
Phoned local council
Other
Q7. How satisfied were you with the information sources you used?
45%52%
55%None
Swindon (970) Urban Areas (5455) All Areas (18828)
Bus Passenger Survey: Swindon 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
12%
5%
33%
16%
9%
17%
9%
Single ticket paid for in cash
Return ticket paid for in cash
33%
4%
3%
33%
3%
3%
33%
4%
3%
Free bus pass for the elderly
Free bus pass for people with a disability
Discount ticket (student/other)
10%
1%
21%
9%
1%
19%
3%
7%
1%
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
4%
5%
19%
3%
5%
18%
4%
4%
Bus pass valid for more than one day
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?
Swindon (970) Urban Areas (5455) All Areas (18828)
Bus Passenger Survey: Swindon report. July 2010 5
Method of Buying Ticket
51%
Method of buying ticket Rating the ease of buying a ticket using that method(% very/fairly easy)
51%
11%
24%
57%
8%
17%
56%
14%
From the driver today
From a driver before today
From a travel of f ice/travel
Swindon Urban Areas
All Areas
F h d i d 96 9 9
( y y y)
0%
1%
17%
3%
4%
13%
2%
4%
centre/bus station/booking of fice
From a website
From a local shop or post of f ice
From the driver today 96 97 97
From a driver before today 96 92 95
Travel office/centre/bus 89 85 860%
11%
0%
9%
4%
1%
7%
From a machine at the bus stop
Other
station/booking office 89 85 86
From a website - 96 89
From a local shop/post office 88 881%2%2%
None
Swindon (481) Urban Areas (2700) All Areas (9184)
From a local shop/post office - 88 88
From machine at bus stop - - 88
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: Swindon report. July 2010 6
Bus Stop FacilitiesFacilities at the bus stop (% saying facility was available)
77%72%
70%A shelter
24%
73%
24%
62%
18%
62%
An electronic display showing length of time till next bus is due to arrive
A timetable
39%
32%
28%
62%
19%A route map
19%
25%
19%
25%
18%
Lighting
A code so I can use a mobile phone to find the time of the next bus
Swindon (970) Urban Areas (5455) All Areas (18828)
Q11. Which of the following were available at the stop where you caught this bus?
Bus Passenger Survey: Swindon report. July 2010 7
Satisfaction with Bus Stop% very/fairly
31% 45% 12% 8% 4%Swindon (912)
Overall satisfaction with bus stop facilitiesy y
satisfied
76
28%
26%
44%
43%
14%
15%
8%
9%
6%
7%
Urban Areas (5018)
All Areas (17372)
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
71
70
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
56% 35% 7% 1%1%The timetable information
Satisfaction with bus stop facilities
Q13. Overall, how satisfied were you with the facilities at the bus stop?
91 87 86
% very/fairly satisfiedSwindon Urban Areas All Areas
56%
55%
61%
35%
34%
27%
7%
10%
6% 3%
1%
1%1%
3%
provided (636)
Any route maps provided(313)
Any electronic information e.g.showing time of next bus (205)
91 87 86
89 86 85
88 88 88
45%
41%
39%
38%
9%
15%
5%
4%
2%
2%
g ( )
The provision of shelter (667)
Your personal safety at thebus stop (889)
84 83 83
79 77 78
34%
31%
39%
39%
15%
17%
8%
9% 4%
4%The cleanliness and freedom
from graffiti (821)
The amount of litter (781)
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
73 73 74
69 69 71
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
Bus Passenger Survey: Swindon 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
Swindon Urban Areas All Areas
Length of time waited for bus(% waiting for…)
Under 2 mins 14 14 13
2-5 mins 44 38 37
More than 5 mins, and up to 10 mins 26 28 29
More than 10 mins and up to 15 mins 8 10 10More than 10 mins and up to 15 mins 8 10 10
More than 15 mins 4 7 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
11%
12%
71%
67%
15%
17%
3%
4%
Swindon (970)
Urban Areas (5455)
12% 66% 18% 4%All Areas (18828)
Less time than you expected About the length of time you expected Longer than you expected No answerLess time than you expected About the length of time you expected Longer than you expected No answer
Bus Passenger Survey: Swindon 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 satisfied
Swindon Urban Areas All Areas
42% 38% 11% 5% 3%The length of time you had to
wait for the bus (886) 80 78 75
46% 38% 8% 6% 2%Whether the bus arrived ontime (851)
The frequency of buses on this
84 77 74
42% 34% 8% 8% 8%The frequency of buses on thisroute (863)
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
76 71 66
Q19. How satisfied were you with each of the following?
Bus Passenger Survey: Swindon report. July 2010 10
On the bus
68% 28% 3%1%1%The ease of getting on and off the
Satisfaction with ‘on the bus’ factors
96 95 94
% very/fairly satisfiedSwindon Urban
AreasAll Areas
68%
66%
28%
27% 5%
3%1%
2%
1%bus (937)
The information provided on theoutside of the bus (route number
and destination) (913)
96 95 94
93 91 91
54%
42%
35%
42%
6%
13%
3%
3%
2%
1%
Being able to get a seat (911)
Your personal security whilst onthe bus (885)
89 89 89
84 83 83
44%
40%
39%
41%
10%
11%
6%
6%
2%
2%
Room for all the passengers to sitor stand (900)
The temperature inside the bus(895)
83 83 84
81 81 81
36%
36%
43%
43%
14%
12%
6%
6% 2%
1%The cleanliness and condition of
the outside of the bus (897)
The cleanliness and condition ofthe inside of the bus (892)
79 82 80
79 80 78
33% 44% 14% 7% 2%
the inside of the bus (892)
The comfort of the seats (903)
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
77 76 76
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
Bus Passenger Survey: Swindon 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
46% 38% 10% 4%2%The length of time your journeytook (910)
Satisfaction with ‘on the bus’ factors: length of journey and provision of information % very/fairly satisfied
Swindon Urban Areas All Areas
84 83 82
35% 38% 23% 3%2%The information providedinside the bus (832) 73 68 64
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….% saying…. % saying….
52%48%
56%50%
Swindon sample size to small to chart Swindon sample size to small to chart
37%41%
22%
10%
34%41%
29%
41%35%
21%
10%
30%34%
25%
48% 45%
22%
13%
42%
17%12%
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
Swindon (46)* Urban Areas (300) All Areas (1154)
Timetable information
Route information Electronic information
Audio information Another type of information
Swindon (32)* Urban Areas (265) All Areas (1035)( ) ( ) ( )
Bus Passenger Survey: Swindon report. July 2010
Q21. Why were you dissatisfied with the time the journey took? *Sample size for Swindon too small to be charted
Q22. You said that you were not satisfied with the information provided inside the bus. What information would you like to be provided? *Sample size for Swindon too small to be charted
12
The Bus Driver
% very/fairly satisfied
47% 41% 9% 2%1%The appropriateness of thespeed (887)
Satisfaction with ‘bus driver’ factorsy y
Swindon Urban Areas All Areas
88 88 87
46%
50%
41%
37%
9%
12%
4%
1%
1%
1%
Your feeling of safety fromroad accidents during the
journey (884)
The driver's appearance
87 88 87
87 88 8750%
48%
37%
35%
12%
12% 3%
1%1%
2%
(892)
The helpfulness and attitudeof the driver (896)
The smoothness and
87 88 87
83 84 82
38% 40% 12% 7% 3%The smoothness and
freedom from jolting duringyour journey (899)
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
78 79 79
Q23. Thinking about the driver, please indicate how satisfied you were with each of the following?
Bus Passenger Survey: Swindon report. July 2010 13
Value for Money
38% 28% 14% 10% 10%Swindon (749)
Satisfaction with value for money of your journey % very/fairly satisfied
66
38%
40%
27%
27%
13%
13%
11%
10%
11%
10%
Urban Areas (4074)
All Areas (13974)
65
67
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
% % % % %F (455)
% 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 Swindon
26%
71%
15%
30%
22%
18%
18%
5%
17%
14%
2%
24%
13%
27%
Fare-payers (455)
Free pass holders (291)
Age 16-25 (101)
56
93
32
23%
29%
46%
69%
33%
33%
33%
25%
16%
19%
14%
4%
14%
10%
5%
2%
2%
15%
9%
Age 26-34 (81)
Age 35-54 (227)
Age 55-59 (59)
Age 60+ (257)
55
62
79
93
31%
42%
23%
31%
20%
11%
17%
7% 10%
10%
Age 60 (257)
Peak travel (247)
Non peak travel (502)
V i fi d F i l i fi d N i h i fi d di i fi d F i l di i fi d V di i fi d
53
73
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
Bus Passenger Survey: Swindon 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 – Swindon
53%
73%
The value for money of
your journey
74%
76%
87%
Room for all the
passengers to sit or stand
The length of 76%
70%
88%
The length of time your
journey took
The comfort
77%
81%
86%
of the seats
The helpfulness and attitude 86%and attitude of the driver
Peak Off-peak
Bus Passenger Survey: Swindon report. July 2010 15
Key drivers of overall satisfactionImpact of individual factors on overall satisfaction with bus journey – Swindon Borough Council areaThe 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.
Swindon
Urban Areas
All areas
The Length Of Time Your Journey TookThe Length Of Time You Had To Wait For The BusThe Comfort Of The SeatsThe Value For Money Of Your JourneyThe Ease Of Getting On And Of f The BusOthers
16Bus Passenger Survey: Swindon report. July 2010
Satisfaction and ImpactpSatisfaction with individual factors and their impact on overall journey satisfaction
Swindon Borough Council area
Length of time waited at stop
PunctualityComfort of seats Ease of getting on / off
Journey time
Value for moneySmoothness of the ride
Priorities for improvementMore
t
Personal safetyat stop
Service frequency Getting a seat
Cleanliness outside of bus
Appropriateness of speed
Helpfulness/ attitude of driver
Feeling safe from accidents
I m p
a c
t
Real time at stop Route map provided at stop
Cleanliness at stop Shelter at stop Timetable information at stopRoom for everyone to sit / stand
Cleanliness inside busInformation inside bus
Temperature
Personal security on bus
Driver appearance
Litter at stop
Information on outside of bus
Temperatureon bus
S a t i s f a c t i o nLower Higher
Less
17Bus Passenger Survey: Swindon report. July 2010
S a t i s f a c t i o nLower Higher
Questionnaire (1)
Bus Passenger Survey: Swindon report. July 2010
Above is a copy of the questionnaire, used in November 200918
Questionnaire (2)
Bus Passenger Survey: Swindon report. July 2010 19Above is a copy of the questionnaire, used in November 2009
Questionnaire (3)
Bus Passenger Survey: Swindon report. July 2010 20Above is a copy of the questionnaire, used in November 2009
Questionnaire (4)
Bus Passenger Survey: Swindon report. July 2010 21Above is a copy of the questionnaire, used in November 2009