NATIONAL PASSENGER SURVEY - WAVE 22 – Spring 2010
TOC REPORT FOR ARRIVA TRAINS WALES
David GreenoPassenger Focus1 Drummond GateLondon, SW1V 2QQ
Tel: 0300 123 0837Email: [email protected]
David ChilversContinental ResearchKingsbourne House229-231 High HolbornLondon WC1V 7DA
Tel: 020 7490 9111Email: [email protected]
Contacts
Page 1
Contents Page No
Overall Satisfaction and Station Factors for TOC 2
Train Factors for TOC 3-4
Overall Satisfaction and Station Factors for TOC type 5
NATIONAL PASSENGER SURVEY - WAVE 22 – Spring 2010
TOC REPORT FOR ARRIVA TRAINS WALES
Overall Satisfaction and Station Factors for TOC type 5
Train Factors for TOC type 6-7
Trends in all 32 Satisfaction Factors for TOC 8-15
Methodology 16
Issues affecting fieldwork 17-20
Sample profile for TOC and TOC type 21-22
Stations sampled - unweighted 23
Sample profile for all TOCs - weighted 24
Sample profile for all TOCs - unweighted 25
Page 2NATIONAL PASSENGER SURVEY - WAVE 22 – Spring 2010
ARRIVA TRAINS WALES
28 15
8
9
9
24
19
19
42
37
43
41
45
28
46
34
36
16
17
11
2
12
5
6
7
2
8
7
14
12
OV ER A LL SA T ISF A C TION ( 9 9 9 )
STA T ION - T IC KET B U Y IN G
FA C ILIT IES ( 53 3 )
STA T ION - PR OV ISION OF
IN FOR M A TION A B OU T TR A IN T IM ES/
PLA TF OR M S ( 9 3 4 )
STA T ION - THE U PKEEP/ R EPA IR OF
THE STA TION B U ILD IN GS/
PLA TFOR M S ( 9 3 6 )
STA TION - C LEA N LIN ESS ( 9 50 )
ST A TION - THE FA C ILIT IES A N D
% satisfied/good
Overall Satisfaction and Station FactorsSpring 2010 Spring 2009
88 87
70 71
79 80
57 58
62 62
39 3928
7
8
14
7
6
17
5
15
3
10
10
12
7
10
7
19
17
18
15
23
25
19
4
28
37
41
40
44
41
35
30
11
36
24
22
15
22
19
54
ST A TION - THE FA C ILIT IES A N D
SER V IC ES ( 8 0 1)
STA TION - THE A TT ITU D ES A N D
HELPFU LN ESS OF T HE STA FF ( 72 8 )
ST A TION - C ON N EC TION S W ITH
OT HER F OR M S OF PU B LIC
TR A N SPOR T ( 575)
STA TION - FA C ILIT IES F OR C A R
PA R KIN G ( 4 72 )
THE OV ER A LL STA T ION
EN V IR ON M EN T ( 9 74 )
STA T ION - Y OU R PER SON A L
SEC U R ITY W HILST U SIN G ( 8 4 6 )
ST A TION - THE A V A ILA B ILITY OF
STA FF ( 8 4 0 )
ST A TION - HOW R EQU EST TO
STA TION STA FF W A S HA N D LED ( 176 )
Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied
+ denotes significant increase
- denotes significant decrease
at 95% confidence level
39 39
73 71
64 62
61 + 53
58 58
63 59
54 54
84 89
Page 3NATIONAL PASSENGER SURVEY - WAVE 22 – Spring 2010
ARRIVA TRAINS WALES
6
6
8
16
40
36
34
39
41
53
54
38
3
2
1
4
10
3
2
3
TR A IN - THE FR EQU EN C Y OF THE
TR A IN S ON THA T R OU TE ( 9 72 )
TR A IN - PU N C TU A LIT Y / R ELIA B ILITY
( I .E. T HE T R A IN A R R IV IN G/
D EPA R TIN G ON T IM E) ( 9 8 4 )
TR A IN - THE LEN GTH OF T IM E THE
JOU R N EY W A S SC HED U LED TO TA KE
( SPEED ) ( 9 6 8 )
T R A IN - C ON N EC TION S W ITH OTHER
TR A IN SER V IC ES ( 558 )
% satisfied/good
Train Factors (l) Spring 2010 Spring 2009
81 77
89 85
89 87
77 77
3
3
4
1
6
8
9
6
2
15
18
13
15
21
14
18
34
52
50
44
42
44
32
23
24
25
40
17
7 10TR A IN - THE V A LU E FOR M ON EY
FOR THE PR IC E OF Y OU R T IC KET
( 9 59 )
TR A IN - C LEA N LIN ESS OF T HE T R A IN
( 10 0 2 )
TR A IN - U P KEEP A N D R EPA IR OF
THE TR A IN ( 9 8 4 )
TR A IN - THE PR OV ISION OF
IN FOR M A TION D U R IN G THE
JOU R N EY ( 8 8 6 )
TR A IN - THE HELPF U LN ESS A N D
A TTITU D E OF STA FF ON T R A IN ( 8 2 7)
T R A IN - THE SPA C E FOR LU GGA GE
( 774 )
Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied
+ denotes significant increase
- denotes significant decrease
at 95% confidence level
66 + 60
75 78
73 75
69 65
82 79
61 63
Page 4NATIONAL PASSENGER SURVEY - WAVE 22 – Spring 2010
ARRIVA TRAINS WALES
23
12
16
13
34
41
51
47
16
33
26
34
15
5
3
2
12
9
5
4
TR A IN - THE TOILET FA C ILIT IES
( 4 4 9 )
TR A IN - SU FF IC IEN T R OOM FOR A LL
THE PA SSEN GER S TO SIT / STA N D
( 9 74 )
TR A IN - THE C OM FOR T OF THE
SEA TIN G A R EA ( 9 70 )
TR A IN - THE EA SE OF B EIN G A B LE
TO GET ON A N D OFF ( 9 8 8 )
% satisfied/good
Train Factors (lI) Spring 2010 Spring 2009
49 44
73 76
76 77
81 83
3
3
3
16
7
9
6
19
17
15
22
19
25
45
53
49
45
23
34
23
17
27
17
1 4TR A IN - Y OU R PER SON A L SEC U R ITY
W HILST ON B OA R D ( 9 2 1)
TR A IN - THE C LEA N LIN ESS OF THE
IN SID E ( 9 9 5)
TR A IN - THE C LEA N LIN ESS OF THE
OU TSID E ( 8 74 )
TR A IN - THE A V A ILA B ILITY OF
STA FF ( 8 8 9 )
TR A IN - HOW W ELL TR A IN C OM PA N Y
D EA LT W ITH D ELA Y S ( 111)
Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied
+ denotes significant increase
- denotes significant decrease
at 95% confidence level
79 79
75 78
66 - 74
72 70
40 44
Page 5NATIONAL PASSENGER SURVEY - WAVE 22 – Spring 2010
REGIONAL
17 14
8
10
9
18
15
17
44
42
43
48
48
35
44
37
41
23
27
17
1
5
2
3
4
3
6
5
8
7
OV ER A LL SA T ISFA C TION ( 4 3 15)
STA T ION - T IC KET B U Y IN G
FA C ILIT IES ( 2 4 77)
STA T ION - PR OV ISION OF
IN FOR M A TION A B OU T TR A IN T IM ES/
PLA TFOR M S ( 4 0 3 3 )
STA T ION - THE U PKEEP/ R EPA IR OF
THE STA TION B U ILD IN GS/
PLA TFOR M S ( 4 0 0 9 )
STA T ION - C LEA N LIN ESS ( 4 10 1)
ST A TION - THE FA C ILIT IES A N D
% satisfied/good
Overall Satisfaction and Station FactorsSpring 2010 Spring 2009
88 86
79 80
83 81
71 72
74 74
52 5017
4
5
18
3
2
7
3
14
4
10
16
8
5
9
6
17
18
16
15
20
25
21
6
35
37
41
34
49
44
38
25
17
37
28
16
20
23
25
60
ST A TION - THE FA C ILIT IES A N D
SER V IC ES ( 3 4 9 9 )
STA TION - THE A TT ITU D ES A N D
HELPFU LN ESS OF T HE STA FF ( 3 2 59 )
ST A TION - C ON N EC TION S W ITH
OT HER F OR M S OF PU B LIC
TR A N SPOR T ( 2 8 8 5)
STA TION - FA C ILIT IES F OR C A R
PA R KIN G ( 2 0 50 )
THE OV ER A LL STA T ION
EN V IR ON M EN T ( 4 2 0 8 )
STA TION - Y OU R PER SON A L
SEC U R ITY W HILST U SIN G ( 3 74 3 )
ST A TION - THE A V A ILA B ILITY OF
STA FF ( 3 6 76 )
STA TION - HOW R EQU EST TO
ST A TION STA FF W A S HA N D LED
( 59 8 )
Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied
+ denotes significant increase
- denotes significant decrease
at 95% confidence level
52 50
74 75
69 68
50 50
69 70
67 68
62 63
84 86
Page 6NATIONAL PASSENGER SURVEY - WAVE 22 – Spring 2010
REGIONAL
6
5
6
16
43
39
39
41
39
49
51
36
3
3
1
2
9
4
3
5
TR A IN - THE FR EQU EN C Y OF THE
TR A IN S ON THA T R OU T E ( 4 2 4 2 )
TR A IN - PU N C T U A LITY / R ELIA B ILITY
( I .E. THE TR A IN A R R IV IN G/
D EPA R TIN G ON T IM E) ( 4 2 54 )
TR A IN - T HE LEN GTH OF T IM E THE
JOU R N EY W A S SC HED U LED TO TA KE
( SPEED ) ( 4 18 8 )
TR A IN - C ON N EC TION S W ITH OTHER
TR A IN SER V IC ES ( 2 3 2 8 )
% satisfied/good
Train Factors (l) Spring 2010 Spring 2009
82 + 79
87 + 85
90 + 88
77 74
3
3
4
2
5
10
12
8
3
14
18
17
17
19
20
19
34
49
49
43
42
45
28
20
20
27
33
16
6 14TR A IN - THE V A LU E FOR M ON EY
FOR THE PR IC E OF Y OU R T IC KET
( 3 9 9 3 )
TR A IN - C LEA N LIN ESS OF THE TR A IN
( 4 3 3 1)
TR A IN - U P KEEP A N D R EPA IR OF
THE TR A IN ( 4 2 50 )
TR A IN - THE PR OV ISION OF
IN F OR M A T ION D U R IN G THE
JOU R N EY ( 3 8 4 4 )
TR A IN - THE HELPFU LN ESS A N D
A T TITU D E OF STA FF ON TR A IN
( 3 2 3 7)
TR A IN - THE SPA C E FOR LU GGA GE
( 3 2 72 )
Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied
+ denotes significant increase
- denotes significant decrease
at 95% confidence level
62 + 55
70 71
69 69
70 69
75 72
61 59
Page 7NATIONAL PASSENGER SURVEY - WAVE 22 – Spring 2010
REGIONAL
21
11
16
11
28
45
51
51
13
29
21
34
22
6
3
1
16
8
9
3
TR A IN - THE TOILET FA C ILIT IES
( 16 8 0 )
TR A IN - SU FF IC IEN T R OOM FOR A LL
THE PA SSEN GER S TO SIT / STA N D
( 4 2 0 6 )
TR A IN - THE C OM FOR T OF THE
SEA TIN G A R EA ( 4 2 0 5)
TR A IN - THE EA SE OF B EIN G A B LE
TO GET ON A N D OFF ( 4 2 6 1)
% satisfied/good
Train Factors (lI) Spring 2010 Spring 2009
41 38
75 73
72 71
84 83
2
4
4
16
10
13
9
13
18
16
24
24
33
48
52
45
43
26
31
19
14
21
13
1 2TR A IN - Y OU R PER SON A L SEC U R ITY
W HILST ON B OA R D ( 4 0 2 6 )
TR A IN - THE C LEA N LIN ESS OF THE
IN SID E ( 4 3 0 0 )
TR A IN - THE C LEA N LIN ESS OF THE
OU TSID E ( 3 78 3 )
TR A IN - THE A V A ILA B ILITY OF
STA FF ( 3 73 2 )
TR A IN - HOW W ELL TR A IN C OM PA N Y
D EA LT W ITH D ELA Y S ( 4 8 5)
Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied
+ denotes significant increase
- denotes significant decrease
at 95% confidence level
79 79
71 70
60 - 64
63 + 59
38 36
Page 8NATIONAL PASSENGER SURVEY - WAVE 22 – Spring 2010
ARRIVA TRAINS WALES
8179 80
84 8583
8687 86
88
81 80 81 80 81 80 81 80 81 80
50
60
70
80
90
100
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
Autumn
2009
Spring
2010
% SATIS
FIED
ARRIVA TRAINS WALES REGIONAL Benchmark
OVERALL SATISFACTION (999)
6668 67 68
7069
61
71
76
707169
7169
7169
7169
7169
50
60
70
80
90
100
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
Autumn
2009
Spring
2010
% SATIS
FIED
ARRIVA TRAINS WALES REGIONAL Benchmark
STATION – TICKET BUYING FACILITIES (533)
N.B. BENCHMARKS AND TARGETS ARE ONLY SHOWN FOR APPLICABLE FACTORS
TARGET 81 TARGET 70
73
65
70
7374 74 74
80 8079
70
67
70
67
70
67
70
67
70
67
50
60
70
80
90
100
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
Autumn
2009
Spring
2010
% SATIS
FIED
ARRIVA TRAINS WALES REGIONAL Benchmark
STATION – PROVISION OF INFORMATION ABOUT
TRAIN TIMES/ PLATFORMS (934)
TARGET 69
53
45
5552
54
51
5658 60
57
30
40
50
60
70
80
90
100
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
Autumn
2009
Spring
2010
% SATIS
FIED
ARRIVA TRAINS WALES REGIONAL Benchmark
STATION – THE UPKEEP/ REPAIR OF THE STATION
BUILDING/ PLATFORMS (936)
Page 9NATIONAL PASSENGER SURVEY - WAVE 22 – Spring 2010
ARRIVA TRAINS WALES
58
53
5957
61
53
5862
6562
4947
4947
4947
4947
4947
20
30
40
50
60
70
80
90
100
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
Autumn
2009
Spring
2010
% SATIS
FIED
ARRIVA TRAINS WALES REGIONAL Benchmark
STATION - CLEANLINESS (950)
44
3539
4239
30
3639
44
39
3230
3230
3230
3230
3230
10
20
30
40
50
60
70
80
90
100
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
Autumn
2009
Spring
2010
% SATIS
FIED
ARRIVA TRAINS WALES REGIONAL Benchmark
STATION – THE FACILITIES AND SERVICES (801)
N.B. BENCHMARKS AND TARGETS ARE ONLY SHOWN FOR APPLICABLE FACTORS
TARGET 48 TARGET 32
7270 70
65
68
6465
71
7473
7068
7068
7068
7068
7068
50
60
70
80
90
100
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
Autumn
2009
Spring
2010
% SATIS
FIED
ARRIVA TRAINS WALES REGIONAL Benchmark
STATION – THE ATTITUDES AND HELPFULNESS
OF THE STAFF (728)
TARGET 69
63
57
6467
59 59 58
62 63 64
30
40
50
60
70
80
90
100
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
Autumn
2009
Spring
2010
% SATIS
FIED
ARRIVA TRAINS WALES REGIONAL Benchmark
STATION – CONNECTIONS WITH OTHER FORMS
OF PUBLIC TRANSPORT (575)
Page 10NATIONAL PASSENGER SURVEY - WAVE 22 – Spring 2010
ARRIVA TRAINS WALES
5350 51
4549
45
58
53
63 61
20
30
40
50
60
70
80
90
100
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
Autumn
2009
Spring
2010
% SATIS
FIED
ARRIVA TRAINS WALES REGIONAL Benchmark
STATION – FACILITIES FOR CAR PARKING (472)
53
4851
50
56
52
5758
62
58
50 49 50 49 50 49 50 49 50 49
40
50
60
70
80
90
100
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
Autumn
2009
Spring
2010
% SATIS
FIED
ARRIVA TRAINS WALES REGIONAL Benchmark
STATION – OVERALL ENVIRONMENT (974)
N.B. BENCHMARKS AND TARGETS ARE ONLY SHOWN FOR APPLICABLE FACTORS
TARGET 50
54 55
5253
57
55 55
59
63 63
40
50
60
70
80
90
100
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
Autumn
2009
Spring
2010
% SATIS
FIED
ARRIVA TRAINS WALES REGIONAL Benchmark
STATION – YOUR PERSONAL SECURITY
WHILST USING (846)
5553 52 52
57
46 46
5457
54
20
30
40
50
60
70
80
90
100
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
Autumn
2009
Spring
2010
% SATIS
FIED
ARRIVA TRAINS WALES REGIONAL Benchmark
STATION – THE AVAILABILITY OF STAFF (840)
Page 11NATIONAL PASSENGER SURVEY - WAVE 22 – Spring 2010
ARRIVA TRAINS WALES
8683 83
8583
8583
8988
84
30
40
50
60
70
80
90
100
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
Autumn
2009
Spring
2010
% SATIS
FIED
ARRIVA TRAINS WALES REGIONAL Benchmark
STATION – HOW REQUEST TO STATION STAFF
WAS HANDLED (176)
72
67
7172
8280
7677 79
81
40
50
60
70
80
90
100
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
Autumn
2009
Spring
2010
% SATIS
FIED
ARRIVA TRAINS WALES REGIONAL Benchmark
TRAIN – THE FREQUENCY OF THE TRAINS
ON THAT ROUTE (972)
N.B. BENCHMARKS AND TARGETS ARE ONLY SHOWN FOR APPLICABLE FACTORS
7375 74
8183 83
81
8587
89
40
50
60
70
80
90
100
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
Autumn
2009
Spring
2010
% SATIS
FIED
ARRIVA TRAINS WALES REGIONAL Benchmark
TRAIN – PUNCTUALITY/ RELIABILITY (I.E. THE TRAIN
ARRIVING/ DEPARTING ON TIME) (984)
84 83 82
87 86 8789
8788 89
40
50
60
70
80
90
100
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
Autumn
2009
Spring
2010
% SATIS
FIED
ARRIVA TRAINS WALES REGIONAL Benchmark
TRAIN – THE LENGTH OF TIME THE JOURNEY WAS
SCHEDULED TO TAKE (SPEED) (968)
Page 12NATIONAL PASSENGER SURVEY - WAVE 22 – Spring 2010
ARRIVA TRAINS WALES
67
61
6872 71
7371
7774
77
20
30
40
50
60
70
80
90
100
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
Autumn
2009
Spring
2010
% SATIS
FIED
ARRIVA TRAINS WALES REGIONAL Benchmark
TRAIN – CONNECTIONS WITH OTHER TRAIN
SERVICES (558)
61
5357 55
61
53
61 6062
66
10
20
30
40
50
60
70
80
90
100
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
Autumn
2009
Spring
2010
% SATIS
FIED
ARRIVA TRAINS WALES REGIONAL Benchmark
TRAIN – THE VALUE FOR MONEY FOR THE PRICE OF
YOUR TICKET (959)
N.B. BENCHMARKS AND TARGETS ARE ONLY SHOWN FOR APPLICABLE FACTORS
64
58
6567
7274
7678
7375
73
69
73
69
73
69
73
69
73
69
20
30
40
50
60
70
80
90
100
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
Autumn
2009
Spring
2010
% SATIS
FIED
ARRIVA TRAINS WALES REGIONAL Benchmark
TRAIN – CLEANLINESS OF THE TRAIN (1002)
TARGET 71
61
53
6366
72 73 7375
7073
70
66
70
66
70
66
70
66
70
66
20
30
40
50
60
70
80
90
100
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
Autumn
2009
Spring
2010
% SATIS
FIED
ARRIVA TRAINS WALES REGIONAL Benchmark
TRAIN – UP KEEP AND REPAIR OF THE TRAIN (984)
TARGET 68
Page 13NATIONAL PASSENGER SURVEY - WAVE 22 – Spring 2010
ARRIVA TRAINS WALES
57
51 5155
61 6361
65 63
69
5250
5250
5250
5250
5250
20
30
40
50
60
70
80
90
100
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
Autumn
2009
Spring
2010
% SATIS
FIED
ARRIVA TRAINS WALES REGIONAL Benchmark
TRAIN – THE PROVISION OF INFORMATION DURING
THE JOURNEY (886)
76 75 7577
80
76 7679
75
82
70
74
70
74
70
74
70
74
70
74
20
30
40
50
60
70
80
90
100
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
Autumn
2009
Spring
2010
% SATIS
FIED
ARRIVA TRAINS WALES REGIONAL Benchmark
TRAIN – THE HELPFULNESS AND ATTITUDE OF
STAFF ON TRAIN (827)
N.B. BENCHMARKS AND TARGETS ARE ONLY SHOWN FOR APPLICABLE FACTORS
TARGET 51 TARGET 72
5457
6058
62
55
6163
56
61
10
20
30
40
50
60
70
80
90
100
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
Autumn
2009
Spring
2010
% SATIS
FIED
ARRIVA TRAINS WALES REGIONAL Benchmark
TRAIN – THE SPACE FOR LUGGAGE (774)
3539
41 42 41
35
4744
42
49
41 42 41 42 41 42 41 42 41 42
10
20
30
40
50
60
70
80
90
100
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
Autumn
2009
Spring
2010
% SATIS
FIED
ARRIVA TRAINS WALES REGIONAL Benchmark
TRAIN – THE TOILET FACILITIES (449)
TARGET 42
Page 14NATIONAL PASSENGER SURVEY - WAVE 22 – Spring 2010
ARRIVA TRAINS WALES
65 66 65
71 71 7274
76
7173
30
40
50
60
70
80
90
100
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
Autumn
2009
Spring
2010
% SATIS
FIED
ARRIVA TRAINS WALES REGIONAL Benchmark
TRAIN – SUFFICIENT ROOM FOR ALL THE
PASSENGERSTO SIT/ STAND (974)
6562
66
74 7476
7477
72
76
70
65
70
65
70
65
70
65
70
65
30
40
50
60
70
80
90
100
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
Autumn
2009
Spring
2010
% SATIS
FIED
ARRIVA TRAINS WALES REGIONAL Benchmark
TRAIN – THE COMFORT OF THE SEATING AREA (970)
N.B. BENCHMARKS AND TARGETS ARE ONLY SHOWN FOR APPLICABLE FACTORS
TARGET 68
76 74 74
8082 82 83 83
82 81
20
30
40
50
60
70
80
90
100
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
Autumn
2009
Spring
2010
% SATIS
FIED
ARRIVA TRAINS WALES REGIONAL Benchmark
TRAIN – THE EASE OF BEING ABLE TO GET
ON AND OFF (988)
72 73 7174
79
7477 79 79 79
10
20
30
40
50
60
70
80
90
100
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
Autumn
2009
Spring
2010
% SATIS
FIED
ARRIVA TRAINS WALES REGIONAL Benchmark
TRAIN – YOUR PERSONAL SECURITY WHILST
ON BOARD (921)
Page 15NATIONAL PASSENGER SURVEY - WAVE 22 – Spring 2010
ARRIVA TRAINS WALES
6258
65 66
73 74 72
7874 75
20
30
40
50
60
70
80
90
100
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
Autumn
2009
Spring
2010
% SATIS
FIED
ARRIVA TRAINS WALES REGIONAL Benchmark
TRAIN – THE CLEANLINESS OF THE INSIDE (995)
55
43
5552
68
61
70
74
70
66
20
30
40
50
60
70
80
90
100
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
Autumn
2009
Spring
2010
% SATIS
FIED
ARRIVA TRAINS WALES REGIONAL Benchmark
TRAIN – THE CLEANLINESS OF THE OUTSIDE (874)
N.B. BENCHMARKS AND TARGETS ARE ONLY SHOWN FOR APPLICABLE FACTORS
6158 57
6467
64 65
70
64
72
10
20
30
40
50
60
70
80
90
100
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
Autumn
2009
Spring
2010
% SATIS
FIED
ARRIVA TRAINS WALES REGIONAL Benchmark
TRAIN – THE AVAILABILITY OF STAFF (889)
3028
31
38 3834
4144
32
40
10
20
30
40
50
60
70
80
90
100
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
Autumn
2009
Spring
2010
% SATIS
FIED
ARRIVA TRAINS WALES REGIONAL Benchmark
TRAIN – HOW WELL TRAIN COMPANY DEALT
WITH DELAYS (111)
Page 16METHODOLOGY
Questionnaires are handed out at stations to customers about to board a train.
A reply paid envelope is provided for returning questionnaires.
Each Train Operating Company (TOC) is sampled separately. Interviewers are given a number of questionnaires to hand out at a
station.
At Gatwick and Heathrow Airports and for some shifts at certain London termini, questionnaires are handed out to passengers of a
specific TOC.
From Autumn 2003 onwards, at all other stations, questionnaires are handed out to passengers of any TOC (in the past, these were
also targeted).
The number of questionnaires handed out will depend on:
•the size of station
•time of day
•length of shift
TOC data is compiled to provide a national sample.
Fieldwork is carried out each Spring (February/March) and Autumn (September/October). Up to Wave 8, fieldwork took place over 3Fieldwork is carried out each Spring (February/March) and Autumn (September/October). Up to Wave 8, fieldwork took place over 3
weeks.
In Wave 9, the fieldwork was extended to an 11 week period, from 26 August to 9 November, to provide a better representation of
journeys.
Quotas for returned questionnaires are set overall and by weekday/weekend, journey purpose and station size.
All data for a TOC in this Report is weighted up to the number of passenger journeys annually on the TOC and the profile of those
journeys by:
•weekday/weekend
•journey purpose (Commuter, Business, Leisure)
•station size
The data for number of journeys and profiles by these variables was generated from ORR data (2007).
The stations for each TOC were stratified by number of passengers and a number of stations in each size stratum is sampled.
This sample design and weighting ensures that data is representative of all passenger journeys made on each TOC.
National results are constructed by combining data for all TOCs together, weighting by number of journeys.
For more details of NPS methodology, visit www.passengerfocus.org.uk
Page 17ISSUES AFFECTING WAVE 22
Planned engineering works meant that some shifts were rescheduled. As usual, shifts were only rescheduled if the engineering work
caused a station or line closure. Whenever possible the shifts went ahead as planned if there were still train services running.
Engineering works particularly affected shifts scheduled to be conducted at stations run by London Overground. All weekend shifts
due to be conducted at the later stages of the fieldwork period were brought forward due to weekend line closures from 20th
February.
Due to illness amongst interviewers on the final weekend of fieldwork, the deadline for fieldwork completion was extended by one day
to the 29th March to ensure that a few shifts could still be completed.
Other than Ascot races and a few rugby matches, sporting events accounted for little disruption to the field schedule.
Page 18ISSUES AFFECTING WAVE 21
Wave 21 fieldwork was undertaken between 1 September 2009 and 9 November 2009. Top up shifts were run between 10
November and 15 November 2009.
Planned engineering works meant that some shifts were rescheduled. As usual, shifts were only rescheduled if the engineering work
caused a station or line closure. Whenever possible the shifts went ahead as planned if there were still train services running.
Some shifts had to be rescheduled because of heavy rain and line damage caused by flooding.
An increase in the number of flu infections among fieldworkers led to an increased number of shifts being rescheduled because of
illness.
Page 19ISSUES AFFECTING WAVE 20
Wave 20 fieldwork was undertaken between 31 January 2009 and 27 March 2009. Top up shifts were run between 28 March and 9
April 2009. The main fieldwork period was similar to previous years, but the top-up period was slightly extended because of
problems encountered earlier in the fieldwork period.
Extreme weather - in particular, heavy snow during the 1st week of February - caused a lot of disruption to the fieldwork schedule.
Over 50% of all shifts originally scheduled for 2-6 February had to be postponed until later in the fieldwork period.
As always, planned engineering works meant that some shifts were rescheduled. As usual, shifts were only rescheduled if the
engineering work caused a station or line closure. Whenever possible the shifts went ahead as planned if there were still train
services running.
Over-running engineering work meant that further shifts had to be rescheduled during the course of the fieldwork, but this was not a
great problem.
A few shifts were rescheduled to avoid clashing with Six Nations rugby matches, but sporting events did not cause much disruption to
the original schedule.
Page 20ISSUES AFFECTING WAVE 19
Wave 19 fieldwork was undertaken between 1 September 2008 and 2 November 2008. Top up shifts were run between 3 November
and 15 November 2008. The total fieldwork period was very similar to the corresponding waves in other years (other than 2007).
As usual, line closures due to planned engineering work required us to reschedule many shifts at stations where no trains were
running. Some shifts were aborted if a station only had a replacement bus service.
In 3 areas, shifts were rescheduled because of strike action, or planned strike action.
Fatalities on the line once again led to some shifts having to be rescheduled.
Extreme weather caused some disruption to the schedule, either because trains couldn't run on flooded tracks, or because
fieldworkers couldn't reach rural stations because of snowfall.
Page 21
Spring 2010 Spring 2009 Spring 2010 Spring 2009
% % % %
SEX DELAYS
Male 41 40 None 86 84
Female 56 56 Minor 10 13
Not stated 3 4 Major 2 1
Not stated 2 2
AGE
NATIONAL PASSENGER SURVEY - WAVE 22 – Spring 2010
ARRIVA TRAINS WALES
WEIGHTED SAMPLE PROFILE
AGE
16-25 16 17 REGULAR TRAVELLER
26-34 12 11 Yes 59 54
35-44 16 19 No 41 46
45-54 17 17
55-59 10 11 TIME OF TRAVEL
60-64 13 10 Peak - -
65+ 14 12 Off peak - -
Not stated 1 3
ASKED FOR HELP/INFORMATION
JOURNEY PURPOSE (WEIGHTED) Yes: Help 8 9
Commuter 28 28 Yes: Information 7 9
Business 8 8 Couldn't find anyone to ask 10 8
Leisure 64 64 No 72 69
Not stated 2 6
Page 22
Spring 2010 Spring 2009 Spring 2010 Spring 2009
% % % %
SEX DELAYS
Male 38 41 None 86 84
Female 59 57 Minor 11 11
Not stated 3 3 Major 2 3
Not stated 2 2
AGE
NATIONAL PASSENGER SURVEY - WAVE 22 – Spring 2010
REGIONAL TOCs
WEIGHTED SAMPLE PROFILE
AGE
16-25 14 14 REGULAR TRAVELLER
26-34 12 14 Yes 65 63
35-44 17 17 No 35 37
45-54 20 19
55-59 10 10 TIME OF TRAVEL
60-64 11 11 Peak - -
65+ 14 14 Off peak - -
Not stated 1 2
ASKED FOR HELP/INFORMATION
JOURNEY PURPOSE (WEIGHTED) Yes: Help 7 6
Commuter 37 33 Yes: Information 7 8
Business 10 9 Couldn't find anyone to ask 3 4
Leisure 52 58 No 81 70
Not stated 3 13
Page 23
STATION UNWEIGHTED STATION UNWEIGHTED STATION UNWEIGHTED
CARDIFF QUEEN STREET 109 PENCOED 10 CADOXTON 2
CARDIFF CENTRAL 93 NEATH 9 SMETHWICK GALTON BRIDGE 2
SHREWSBURY 88 BIRMINGHAM NEW STREET 9 PYLE 1
MANCHESTER PICCADILLY 60 LLANTWIT MAJOR 8
CHESTER 57 MANCHESTER OXFORD ROAD 8
SWANSEA 48 HEREFORD 8
NEWPORT (SOUTH WALES) 46 RHYMNEY 8
CARMARTHEN 36 WARRINGTON BANK QUAY 7
CREWE 34 LEOMINSTER 7
WOLVERHAMPTON 28 PENARTH 7
NATIONAL PASSENGER SURVEY - WAVE 22 – Spring 2010
STATION SAMPLE SIZES FOR ARRIVA TRAINS WALES
WOLVERHAMPTON 28 PENARTH 7
BRIDGEND 27 LLANDAF 7
LLANELLI 23 MAESTEG 6
YSTRAD MYNACH 22 RHOOSE (CARDIFF INTERNATIONAL AIRPORT)6
WREXHAM GENERAL 20 WELLINGTON (SHROPSHIRE) 6
PONTYPRIDD 20 PWLLHELI 5
TELFORD CENTRAL 19 PONTYCLUN 5
BARMOUTH 18 TENBY 5
TREFFOREST 16 ABERYSTWYTH 4
PENGAM 15 GLOUCESTER 4
LLANDUDNO JUNCTION 15 GRANGETOWN (GLAMORGAN) 4
ABERDARE 15 BIRMINGHAM INTERNATIONAL 3
LISVANE AND THORNHILL 13 ABERCYNON SOUTH 3
SHOTTON 11 STOCKPORT 3
HEATH HIGH LEVEL 11 BIDSTON 3
RHYL 10 CHELTENHAM SPA 2
COLWYN BAY 10 TONYPANDY 2
Page 24NATIONAL PASSENGER SURVEY - WAVE 22 – Spring 2010
SAMPLE COMPOSITION AND WEIGHTING
WEIGHTED DATA
ANNUAL
TOC (thousands) COMMUTE BUSINESS LEISURE WEEKDAY WEEKEND
VERY
LARGE LARGE MEDIUM SMALL
Sample size 29057 42 15 43 87 13 29 22 25 24
Number of journeys per annum (000's) 1231281 46 16 38 85 15 29 20 24 27
CHILTERN RAILWAYS 18988 35 21 44 80 20 41 6 25 28
SOUTHERN 139826 49 16 35 89 11 20 30 25 26
SOUTHEASTERN 152335 59 14 27 90 10 24 30 23 23
EAST COAST 17958 13 27 60 76 24 35 8 30 27
STATION SIZEJOURNEYS JOURNEY PURPOSE DAY OF WEEK
FIRST GREAT WESTERN 76236 30 20 50 77 23 28 21 25 26
C2C 29900 66 4 30 93 7 28 20 26 27
MERSEYRAIL 36224 37 8 55 80 20 22 24 28 26
SCOTRAIL 82726 39 13 47 80 20 29 21 25 25
SOUTH WEST TRAINS 186943 53 15 32 85 15 37 13 16 33
VIRGIN TRAINS 23625 10 24 66 85 16 32 6 33 29
ARRIVA TRAINS WALES 21751 28 8 64 81 19 26 21 27 26
FIRST TRANSPENNINE EXPRESS 18452 28 12 60 78 22 19 28 27 26
NATIONAL EXPRESS EAST ANGLIA 108048 60 17 23 89 11 33 11 29 27
NORTHERN RAIL 82057 38 9 53 83 17 41 13 20 26
FIRST CAPITAL CONNECT 100013 45 26 29 86 14 24 19 29 29
EAST MIDLANDS TRAINS 25114 23 28 49 82 18 27 18 29 26
LONDON MIDLAND 48900 45 14 41 85 15 36 13 24 27
LONDON OVERGROUND 33385 64 3 33 83 17 24 21 27 28
CROSSCOUNTRY 28800 15 28 57 78 22 20 24 27 29
Page 25
TOC SIZE COMMUTE BUSINESS LEISURE WEEKDAY WEEKEND
VERY
LARGE LARGE MEDIUM SMALL
Sample size 29057 42 15 43 87 13 29 22 25 24
Number of journeys per annum (000's) 29057 42 15 43 87 13 29 22 25 24
CHILTERN RAILWAYS 1062 38 17 45 88 12 33 10 24 32
SOUTHERN 2628 48 14 39 86 14 20 35 18 27
SOUTHEASTERN 1999 52 9 39 85 15 24 31 23 21
EAST COAST 1154 12 29 59 86 14 31 15 33 21
FIRST GREAT WESTERN 2945 34 18 48 83 17 28 21 23 29
STATION SIZE
SAMPLE JOURNEY PURPOSE DAY OF WEEK
NATIONAL PASSENGER SURVEY - WAVE 22 – Spring 2010
SAMPLE COMPOSITION AND WEIGHTING
UNWEIGHTED DATA
C2C 1058 68 5 26 89 11 33 26 23 19
MERSEYRAIL 651 49 5 46 92 8 20 37 20 24
SCOTRAIL 1092 41 12 46 91 9 28 26 27 19
SOUTH WEST TRAINS 1888 43 12 45 85 15 36 15 18 31
VIRGIN TRAINS 1763 20 33 48 84 16 31 8 35 25
ARRIVA TRAINS WALES 1018 40 9 52 85 15 28 37 20 15
FIRST TRANSPENNINE EXPRESS 1548 35 16 49 87 13 23 34 24 20
NATIONAL EXPRESS EAST ANGLIA 2172 52 11 37 89 11 34 8 34 24
NORTHERN RAIL 1633 46 9 45 87 13 47 20 12 21
FIRST CAPITAL CONNECT 1636 56 12 32 90 10 22 15 34 28
EAST MIDLANDS TRAINS 1131 39 21 40 93 7 33 30 20 16
LONDON MIDLAND 1074 49 12 39 89 11 36 13 25 26
LONDON OVERGROUND 1012 66 5 29 94 6 28 21 26 25
CROSSCOUNTRY 1593 25 23 52 86 14 16 20 36 28
