First in GMPTE area July 2010d3cez36w5wymxj.cloudfront.net/migrated/final_gmptefirst.pdf · 2016....

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


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.


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


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



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)


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)


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 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?


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)


70

71


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


26%

24%

44%

45%

15%

14%

11%

13% 4%

4%The cleanliness and freedom

from graffiti (332)

The amount of litter (318)


70 70 74

69 67 70



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


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)


58 60 63

Q19. How satisfied were you with each of the following?


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)


72 67 74



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)( ) ( ) ( )


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


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)


76 74 77

Q23. Thinking about the driver, please indicate how satisfied you were with each of the following?


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


% % % % %F (214)


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)


49

66



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


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)


Questionnaire (4)


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