BUS PASSENGER SURVEY – FIRSTBUS PASSENGER SURVEY RESULTS FOR:
June 2010First in West Yorkshire PTE 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 WYPTE report. June 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: First in WYPTE report. June 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 West Yorkshire PTE and to all PTE areas surveyed.
Bus Passenger Survey: First in WYPTE report. June 2010 1
Sample Profile
FIRST WYPTE PTEs FIRST WYPTE PTEs
SAMPLE 974 1846 8053 SAMPLE 974 1846 8053
% % % % % %SEX JOURNEY PURPOSE Male 36 35 32 Commute 46 40 41Female 60 62 64 Shopping 26 31 31Not stated 4 4 4 Visiting friends/relatives 10 10 10
Sport/entertainment 3 3 3AGE Day out 3 4 216-25 18 16 17 Travel to/from holiday 0 0 026-34 12 10 9 Personal business 4 4 435-44 14 13 12 Company business 1 1 145-54 18 16 16 Other 5 4 555-59 9 9 960+ 25 32 32 REGULAR TRAVELLER
Yes (6 or more journeys in last 2 weeks) 50 48 53DISABILITY N 48 48 43DISABILITY No 48 48 43Yes 15 17 20 Not stated 2 3 4No 72 70 69Not stated 14 13 12
OTHER POSSIBLE MODESTIME OF TRAVEL Car (passnger) 26 26 25Peak (before 9:30 or between 4pm and 7pm) 37 33 34 Car (driver) 17 16 127pm) ( )
Off peak (between 9:30am and 4pm or after 63 67 66 Train 8 9 9Taxi 21 20 21
CONCESSIONARY FARE Bicycle 4 3 4Concession 23 31 33 On foot/walking 28 28 30No concession 77 68 67 Metro/light rail/tram 0 1 3
Coach 0 0 0Motorbike 0 1 0Motorbike 0 1 0Other 3 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 WYPTE report. June 2010 2
Overall SatisfactionOverall satisfaction with bus journey % very/fairly
satisfied
8941% 48% 7% 3% 2%FIRST (922)
91
87
46%
44%
45%
43%
6%
7%
3%
4%
1%
2%
WYPTE (1755)
PTEs (7676)
60% 36% 2% 1%1%F h ld (300)
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
60%
35%
31%
36%
52%
48%
2%
8%
13%
3%
6%
1%
1%
2%
1%Free pass holders (300)
Fare-payers (619)
Age 16-25 (143)
96
87
79
33%
36%
36%
59%
52%
54%
56%
37%
11%
6%
6%
2%
3%
2%
1%
1%1%
3%
1%Age 26-34 (98)
Age 35-54 (276)
Age 55-59 (80)
Age 60+ (311)
85
90
92
96
29%
48%
58%
42%
7%
7%
4%
1% 2%
1%
g ( )
Peak travel (315)
Non peak travel (607)
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
88
90
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
Bus Passenger Survey: First in WYPTE report. June 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)
24%
6%
27%
5%
27%
3%
Printed bus timetable
Online bus timetable from bus company website
FIRST WYPTE PTEs
Printed bus timetable 90 91 87
(% very/fairly satisfied)
1%
0%
1%
0%
1%
0%
Traveline website
Transport Direct website
Online bus timetable 91 91 91
Traveline website - - 91
Transport Direct website
- - -
1%
1%
1%
1%
1%
1%
Other website
Phoned bus company
Other website - - -
Phoned bus company - - 71
Phoned local council - - -
0%
4%
0%
4%
0%
4%
Phoned local council
Other
Q7. How satisfied were you with the information sources you used?
64%60%60%
None
FIRST (974) WYPTE (1846) PTEs (8053)
Bus Passenger Survey: First in WYPTE report. June 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
20%
12%
19%
9%
19%
4%
Single ticket paid for in cash
Return ticket paid for in cash
20%
3%
4%
28%
3%
4%
28%
5%
4%
Free bus pass for the elderly
Free bus pass for people with a disability
Discount ticket (student/other)
11%
1%
18%
9%
1%
16%
4%
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%
4%
16%
6%
4%
20%
7%
4%
p y
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 (974) WYPTE (1846) PTEs (8053)
Bus Passenger Survey: First in WYPTE report. June 2010 5
Method of Buying Ticket
58%
Method of buying ticket Rating the ease of buying a ticket using that method(% very/fairly easy)58%
13%
14%
58%
10%
16%
53%
17%
From the driver today
From a driver before today
From a travel office/travel centre/bus
FIRST WYPTE PTEs
F h d i d 98 98 9
( y y y)
1%
4%
16%
1%
5%
14%
3%
5%
station/booking office
From a website
From a local shop or post office
From the driver today 98 98 97
From a driver before today 95 94 96
Travel office/centre/bus 90 92 900%
10%
1%
0%
9%
5%
0%
6%
From a machine at the bus stop
Other
station/booking office 90 92 90
From a website - - 90
From a local shop/post office 87 891%1%2%
None
FIRST (654) WYPTE (1006) PTEs (4168)
From a local shop/post office - 87 89
From machine at bus stop - - -
Q4 And how easy did you find buying this ticket – was it ?
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 WYPTE report. June 2010 6
Bus Stop FacilitiesFacilities at the bus stop (% saying facility was available)
77%
45%
74%73%
A shelter
45%
65%
41%
63%
18%
66%
An electronic display showing lengthof time till next bus is due to arrive
A timetable
18%
38%
16%
36%
66%
17%A route map
Li h i
48%
36%
44%
29%
26%
Lighting
A code so I can use a mobile phoneto find the time of the next bus
FIRST (974) WYPTE (1846) PTEs (8053)
Q11. Which of the following were available at the stop where you caught this bus?
Bus Passenger Survey: First in WYPTE report. June 2010 7
Satisfaction with Bus Stop% /f i l
28% 46% 13% 8% 5%FIRST (933)
Overall satisfaction with bus stop facilities % very/fairly satisfied
74
31%
27%
44%
44%
13%
15%
7%
8%
5%
6%
WYPTE (1741)
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
74
71
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
60% 30% 9% 1%Any route maps provided
Satisfaction with bus stop facilities
Q13. Overall, how satisfied were you with the facilities at the bus stop?
90 89 85
% very/fairly satisfiedFIRST WYPTE PTEs
60%
60%
54%
30%
30%
32%
9%
5%
9%
3%
3%
1%
2%
1%
(157)
Any electronic information e.g.showing time of next bus (400)
The timetable informationprovided (570)
90 89 85
90 91 90
86 88 85
50%
41%
36%
39%
9%
14%
3%
3%
2%
2%
p ( )
The provision of shelter (677)
Your personal safety at thebus stop (913)
86 86 84
80 81 78
36%
30%
39%
39%
13%
15%
9%
11% 4%
3%The cleanliness and freedom
from graffiti (843)
The amount of litter (824)
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
75 76 74
69 71 70
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
Bus Passenger Survey: First in WYPTE report. June 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 WYPTE PTEs
Length of time waited for bus(% waiting for…)
Under 2 mins 13 12 12
2-5 mins 40 41 37
More than 5 mins, and up to 10 mins 30 29 29
More than 10 mins and up to 15 mins 10 10 11More than 10 mins and up to 15 mins 10 10 11
More than 15 mins 5 5 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
13%
11%
69%
70%
15%
15%
3%
3%
FIRST (974)
WYPTE (1846)
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 WYPTE report. June 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 WYPTE PTEs
42% 37% 9% 6% 6%The length of time you had towait for the bus (911) 79 79 74
42% 36% 10% 5% 7%Whether the bus arrived ontime (841)
The frequency of buses on this
79 80 72
35% 35% 10% 10% 10%The frequency of buses on thisroute (878)
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
70 68 63
Q19. How satisfied were you with each of the following?
Bus Passenger Survey: First in WYPTE report. June 2010 10
On the bus
62% 31% 5% 2%The ease of getting on and off the
Satisfaction with ‘on the bus’ factors
93 94 93
% very/fairly satisfiedFIRST WYPTE PTEs
62%
60%
31%
30%
5%
8%
2%
1% 1%
bus (944)
The information provided on theoutside of the bus (route number
and destination) (905)
93 94 93
90 92 90
51%
41%
37%
43%
7%
10%
3%
4% 2%
2%Being able to get a seat (921)
Room for all the passengers to sitor stand (919)
88 90 88
84 86 83
38%
36%
45%
43%
13%
13%
3%
5% 2%
1%Your personal security whilst on
the bus (894)
The temperature inside the bus(905)
84 85 81
80 82 80
35%
29%
44%
47%
14%
14%
5%
7% 2%
2%The cleanliness and condition of
the outside of the bus (905)
The comfort of the seats (901)
79 81 79
77 77 75
30% 43% 14% 9% 4%
( )
The cleanliness and condition ofthe inside of the bus (901)
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
73 77 74
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
Bus Passenger Survey: First in WYPTE report. June 2010
Q20. Thinking about the bus journey itself, please indicate how satisfied you were with each of the following?
11
On the bus
38% 43% 11% 5%3%The length of time your journeytook (917)
Satisfaction with ‘on the bus’ factors: length of journey and provision of information % very/fairly satisfiedFIRST WYPTE PTEs
81 83 81
26% 36% 29% 7% 3%The information providedinside the bus (812) 62 64 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….
57%51%
% saying…. % saying….
54% 52%53%47%
57%
48%
21% 24%
16%
32%26%
19%
31%
20%13%
28% 27%
18%
46%
29%23%
10%
30% 32%
24%
38%
18%
8%
47%
39%
17%
8%
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 (66) WYPTE (96) PTEs (530)
Timetable information
Route information Electronic information
Audio information Another type of information
FIRST (77) WYPTE (126) PTEs (461)( ) ( ) ( )
Bus Passenger Survey: First in WYPTE report. June 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
49% 38% 10% 2%1%The appropriateness of the
speed (910)
Satisfaction with ‘bus driver’ factorsy y
FIRST WYPTE PTEs
87 89 87
48%
49%
39%
34%
11%
16% 1%
1%1%
1%
Your feeling of safety fromroad accidents during the
journey (894)
The driver's appearance
87 88 86
83 86 8549%
39%
34%
41%
16%
13% 4%
1%1%
3%
(909)
The smoothness andfreedom from jolting during
your journey (906)
83 86 85
80 81 77
46% 33% 16% 4% 2%The helpfulness and attitude
of the driver (882)
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
79 82 79
Q23. Thinking about the driver, please indicate how satisfied you were with each of the following?
Bus Passenger Survey: First in WYPTE report. June 2010 13
Value for Money
35% 30% 14% 12% 9%FIRST (802)
Satisfaction with value for money of your journey % very/fairly satisfied
65
40%
39%
30%
28%
12%
13%
10%
10%
8%
10%
WYPTE (1452)
PTEs (6040)
69
67
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
% % % % %F (596)
% 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
28%
68%
25%
31%
24%
34%
15%
5%
11%
15%
1%
16%
11%
1%
14%
Fare-payers (596)
Free pass holders (203)
Age 16-25 (133)
59
93
59
31%
32%
25%
59%
31%
27%
32%
29%
11%
17%
22%
8%
9%
16%
16%
2%
5%
2%
19%
7%
Age 26-34 (94)
Age 35-54 (263)
Age 55-59 (78)
Age 60+ (209)
62
59
57
88
24%
42%
31%
28%
15%
13%
16%
10% 7%
13%
g ( )
Peak travel (300)
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
55
71
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
Bus Passenger Survey: First in WYPTE report. June 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%
63%
71%The value for money
of your journey
Th f f th 63%
73%
74%
83%
The frequency of the buses on this route
The length of time you had to wait for the bus
73%
83%
82%
had to wait for the bus
Whether the bus arrived on time
69%
78%The cleanliness and freedom from graffiti
Peak Off-peak
Bus Passenger Survey: First in WYPTE report. June 2010 15
Key drivers of overall satisfactionImpact of individual factors on overall satisfaction with bus journey – First in WYPTEThe 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 WYPTE
WYPTE
PTEs
The Length Of Time Your Journey Took The Helpfulness And Attitude Of The Driver
The Length Of Time You Had To Wait For The Bus The Cleanliness And Freedom From Graffiti
Whether The Bus Arrived On Time Others
16Bus Passenger Survey: First in WYPTE report. June 2010
Satisfaction and ImpactSatisfaction with individual factors and their impact on overall journey satisfaction
First in WYPTE area
Length of time waited at stop
Journey time
P l it b
Helpfulness / attitude of driverMore Priorities for improvement
c t
Cleanliness at stopPunctuality
Getting a seatComfort of seatsValue for money
Personal security on bus
Appropriateness of speed
I m p
a c Real time at stop
Shelter at stop & timetableinformation at stop
Personal safetyat stop
g
Cleanliness inside bus
Ease of gettingon / off
Information on outside of bus
T t
y
Driver appearance
Smoothness of the ride
Feeling safefrom accidents
Route map provided at stopLitter at stop
Service frequency Room for everyone to sit / stand
Cleanliness
Informationinside bus
Temperature on bus
S a t i s f a c t i o n
Cleanliness outside of bus
Less
Lower HigherS a t i s f a c t i o n
17Bus Passenger Survey: First in WYPTE report. June 2010
Lower Higher
Questionnaire (1)
Bus Passenger Survey: First in WYPTE report. June 2010Above is a copy of the questionnaire, used in November 2009
18
Questionnaire (2)
Bus Passenger Survey: First in WYPTE report. June 2010 19Above is a copy of the questionnaire, used in November 2009
Questionnaire (3)
Bus Passenger Survey: First in WYPTE report. June 2010 20Above is a copy of the questionnaire, used in November 2009
Questionnaire (4)
Bus Passenger Survey: First in WYPTE report. June 2010 21Above is a copy of the questionnaire, used in November 2009