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Reigate and Banstead Borough Council Residents survey
October 2014 Ania Janz Danielle Collins
Research objectives
2
The key objectives of the residents’ satisfaction survey are to • Identify the overall satisfaction with the local area and the Reigate & Banstead Borough
among residents.• Understand what areas are important for the residents and how they evaluate the Council’s
work in each of these areas.• To establish which areas should be of more focus and where the necessary improvements
should be made to increase satisfaction among residents. • The research has been repeated in 2014 (1st wave towards the end of 2013) to monitor.
residents’ response to actions and changes introduced by the Councils and aid future planning so it is in line with residents’ expectations.
Research approach
3
Who we spoke to • The survey was sent to the adult residents of Reigate and Banstead borough by email.• Respondents were drawn from the council’s online data base and also recruited via the
website and Facebook/Twitter pages.
How we went about it • 5-10 minute online survey among Reigate and Banstead residents. • Data weighted by age and gender to ensure it is representative for the borough residents.• Wave 1 2013 –between 12th November- 2nd December 2013 (738 completes). • Wave 2 2014- between the 17th September- 8th October 2014 (640 completes). • Standard error of +/- 3.87%.
About Your Local Area
©2013 Tpoll The contents of this document remain the copyright of Tpoll. It is not to be used or released to any other
party without prior written permission
4
Findings
©2013 Tpoll The contents of this document remain the copyright of Tpoll. It is not to be used or released to any other
party without prior written permission
5
Overall satisfaction with the local area continues to be high and hasn’t changed vs last year
Residents aged 35-44 are less satisfied than in 2013
7 in 10 are satisfied (fairly or very satisfied) with safety and health services, which are the most important aspects for residents
Under 34 are more satisfied with health services this year than in 2013.
The majority of Residents continue to be satisfied with their local area this year.
6
Overall satisfaction with local area
Q2. Overall, how satisfied or dissatisfied are you with your local area as a place to live?Base: All Reigate and Banstead Borough residents W1 2013 (738) W2 2014 (640)
Wave 1 2013 Wave 2 20141% 1%5% 5%
8% 9%
60% 61%
25% 23%Very satisfied
Fairly satisfied
Neither satisfied nor dissatisfied
Fairly dissatisfied
Very dissatisfied
85% 84% Satisfied:
Satisfaction doesn’t vary across demographic groups, only those being self employed seem to be less positive. Satisfaction among those aged 35-44 has decreased in the last year.
7
Overall satisfaction with local area by demographics 2014 Total
Male
Female
Under 35
35 to 44
45 to 54
55 to 64
65+
Have children
Do not have children
Full time
Part time
Self employed
Retired
84%
82%
86%
87%
82%
85%
82%
87%
81%
86%
86%
81%
75%
87%
Q2. Overall, how satisfied or dissatisfied are you with your local area as a place to live?Base: All Reigate and Banstead Borough residents) W2 2014 (640) Male (294) Female (346) Under 35 (39) 35 to 44 (115) 45 to 54 (181) 55 to 64 (127) 65+ (178) Have children (202) Do not have children (438) Full time (245) Part time (77) Self employed (60) Retired (178)
35-44 yr old: 7% down vs 2013
Job prospects, activities for young people and affordable housing seem to be less important for residents this year
8
Factors important in making somewhere a good place to live (2014 vs 2013)
Q.1b How important are the following areas in making somewhere a good place to live? Base: All Reigate and Banstead Borough residents W1 2013 (738) W2 2014 (640)
Community events
Affordable housing
Support for families
Activities for young people
Leisure opportunities
Support for older people
Good schools and colleges
Strong local economy and job prospects
Attractive public spaces
Parks, open spaces and playgrounds
Good roads and transport
Good health services
Safe neighbourhoods
18%
32%
34%
41%
37%
51%
67%
56%
58%
64%
77%
79%
89%
22%
38%
35%
47%
41%
55%
68%
62%
58%
65%
76%
81%
90%
Wave 1 (2013)
Wave 2 (2014)
% Very important
7 in 10 are satisfied with safety and health services which are key to residents; there is room to improve ‘very satisfied’ scores.
9
Satisfaction with local area 2014
Q3. How satisfied or dissatisfied are you with each of the following ?Base: All Reigate and Banstead Borough residents W2 2014 (640)
% Satisfied
75%
73%
71%
71%
56%
50%
47%
39%
28%
26%
26%
25%
17%Affordable housing
Support for older people
Support for families
Roads and transport
Activities for young people
Community events
Strong local economy and job prospects
Schools and colleges
Leisure opportunities
Health services
Safe neighbourhoods
Attractive public spaces
Parks, open spaces and playgrounds
15%
21%
21%
23%
24%
31%
39%
35%
46%
54%
56%
53%
50%
2%
4%
5%
3%
4%
8%
8%
15%
10%
17%
15%
20%
25%
Fairly satisfied Very satisfied
Residents satisfaction with specific areas haven’t changed year on year overall; younger people are more satisfied with health services.
10
Satisfaction with local area (2014 vs 2013)
Q3. How satisfied or dissatisfied are you with each of the following ?Base: All Reigate and Banstead Borough residents W1 2013 (738) W2 2014 (640)
Affordable housing
Support for older people
Roads and transport
Support for families
Activities for young people
Community events
Strong local economy and job prospects
Schools and colleges
Leisure opportunities
Safe neighbourhoods
Health services
Attractive public spaces
Parks, open spaces and playgrounds
17%
25%
26%
26%
27%
38%
46%
50%
56%
71%
71%
72%
75%
19%
27%
28%
27%
27%
37%
44%
51%
57%
71%
67%
69%
76%
Wave 1 (2013)
Wave 2 (2014)
% Very/fairly satisfied
Under 34 more satisfied with health services this
year (77% vs 65%)
Roads and transport continue to create the biggest issue for residents. Job prospects, activities for younger people and affordable housing have lowered in importance.
11Q.1b How important are the following areas in making somewhere a good place to live?Q3. How satisfied or dissatisfied are you with each of the following ?Base: All Reigate and Banstead Borough residents W2 2014 (640)
Importance vs Performance
Importance
Per
form
ance
Areas for improvement
= Lowered in importance W1 vs W2
12
About Your Local Council
Findings
13
Even though the overall satisfaction with Reigate and Banstead Council has decline, the shift is driven by the number of those who are neutral and not those who are dissatisfied .
When the score for dissatisfied stays the same and goes up for those who are neutral, the score for satisfied will naturally go down.
People aged 35-54, with children and working full time are in deeper decline than other groups.
Those 45-55 have given lower scores for ‘provides good value for money’
Even though there are no changes in perception of the Council being committed to helping people succeed, it is weak and improvement in this area has potential to drive higher satisfaction.
Overall quality of services delivered is seen as the same as last year; younger residents are more positive in this area.
Just above half of residents feel well informed.
Clean public spaces, recycling, parks and open spaces continue to be of key concern with planning gaining in importance this year.
Strong support of the increase in council tax (2 in 5) demonstrating trust in the Council spending the money right.
Even though the overall satisfaction with Reigate and Banstead Council has decline, the shift is driven by the number of those who are neutral and not those who are dissatisfied .
14
Overall satisfaction with local Council
Q6. Overall, how satisfied or dissatisfied are you with your Reigate & Banstead Borough Council?Base: All Reigate and Banstead Borough residents W1 2013 (738) W2 2014 (640)
Wave 1 2013 Wave 2 2014
4% 3%
11% 12%
18%27%
58%53%
9% 5%
Very satisfied
Fairly satisfied
Neither satisfied nor dissatisfied
Fairly dissatisfied
Very dissatisfied
67% 58% Satisfied:2013 2014
Men 61% 50%
Women 72% 64%
35-44 70% 53%
45-54 65% 54%
With children 66% 51%
Full time 70% 51%
Satisfaction lowest since 2011.
15
Overall satisfaction with local council over time
Q6. Overall, how satisfied or dissatisfied are you with your Reigate & Banstead Borough Council?Base: All Reigate and Banstead Borough residents W1 2013 (738) W2 2014 (640)
2003 2004 2005 2006 2008 2011 2013 201425%
35%
45%
55%
65%
75%
59%
54%
60%
55%
47%
68% 67%
58%
% satisfied
Women, older residents and those who do not own a business in the borough are happiest with the Council, whilst those who are self employed give the lowest scores.
16
Overall satisfaction with local council by demographics 2014
Q6. Overall, how satisfied or dissatisfied are you with your Reigate & Banstead Borough Council?Base: All Reigate and Banstead Borough residents) W2 2014 (640) Male (294) Female (346) Under 35 (39) 35 to 44 (115) 45 to 54 (181) 55 to 64 (127) 65+ (178) Have children (202) Do not have children (438) Full time (245) Part time (77) Self employed (60) Retired (178
Total
Male
Female
Under 35
35 to 44
45 to 54
55 to 64
65+
Have children
Do not have children
Full time
Part time
Self employed
Retired
58%
50%
64%
59%
52%
54%
62%
64%
51%
61%
51%
69%
43%
69%
2013 2014
9% 10%
18% 19%
30% 32%
33%32%
9% 7%
I totally agree
I slightly agree
I neither agree nor disagree
I slightly disagree
I don’t agree at all
2 in 5 continue to see the Council as providing good value for money; men, 45-54 year olds, those without children and working full time are less positive than last year.
17
Reigate & Banstead Borough Council: Provides good value for money
Q4. To what extent do you agree with the following statements? Reigate & Banstead Borough Council…Base: All Reigate and Banstead Borough residents W1 2013 (738) W2 2014 (640)
42% 39% Agree:
2013 2014
Men 40% 32%
45-54 43% 32%
No children 66% 51%
Full time 43% 33%
No changes in perceptions year on year with only one quarter seeing the Council as committed to helping people succeed; area for potential improvement.
18
Reigate & Banstead Borough Council: Is committed to helping people succeed
Q4. To what extent do you agree with the following statements? Reigate & Banstead Borough Council…Base: All Reigate and Banstead Borough residents W1 2013 (738) W2 2014 (640)
2013 2014
7% 6%
10% 11%
57% 57%
21% 20%
6% 6%
I totally agree
I slightly agree
I neither agree nor disagree
I slightly disagree
I don’t agree at all
27% 26% Agree:
2013 2014
7% 5%
13% 13%
29% 30%
38% 40%
13% 12%I totally agree
I slightly agree
I neither agree nor disagree
I slightly disagree
I don’t agree at all
Overall quality of services delivered is seen the same as last year however younger residents are much more positive in this area.
19
Reigate & Banstead Borough Council: Works to deliver high quality services
Q4. To what extent do you agree with the following statements? Reigate & Banstead Borough Council…Base: All Reigate and Banstead Borough residents W1 2013 (738) W2 2014 (640)
51% 52% Agree: 2013 2014
Under 34’s 47% 59%
2014
8%
16%
22%
39%
15%I totally agree
I slightly agree
I neither agree nor disagree
I slightly disagree
I don’t agree at all
Only just above half of residents feel well informed.
20
Reigate & Banstead Borough Council: Keeps residents informed of key services and decisions
Q4. To what extent do you agree with the following statements? Reigate & Banstead Borough Council…Base: All Reigate and Banstead Borough residents W2 2014 (640)
54% Agree: 51% Females 57% Children in HH
Harlequin theatre and cinema
Licensing
Community centres
Sport and leisure facilities
Car parks
Planning
Environmental Health
Parks, open spaces and playgrounds
Recycling and refuse
Keeping public spaces clean
28%
31%
35%
46%
43%
39%
39%
35%
28%
23%
18%
17%
18%
31%
39%
44%
48%
60%
68%
75%
Quite important Very important
Clean spaces, recycling and parks and open spaces are most important to residents; culture and leisure being of the least concern
21
Importance of services provided 2014
Q5a. How important are the following services provided by Reigate & Banstead Borough Council to you?Base: All Reigate and Banstead Borough residents W2 2014 (640)
% Important
98%
96%
95%
87%
83%
82%
77%
53%
48%
46%
Key areas of concern are the same with planning gaining in importance this year.
22
Importance of services provided W1 vs W2
Q5a. How important are the following services provided by Reigate & Banstead Borough Council to you?Base: All Reigate and Banstead Borough residents W1 2013 (738) W2 2014 (640)
Harlequin theatre and cinema
Licensing
Community centres
Sport and leisure facilities
Car parks
Planning
Environmental Health
Parks, open spaces and playgrounds
Recycling and refuse
Keeping public spaces clean
18%
17%
18%
31%
37%
44%
48%
57%
68%
75%
19%
15%
22%
32%
39%
37%
46%
60%
68%
74%
Wave 1 (2013)
Wave 2 (2014)
% Very important
7 in 10 do not object the council tax increase. Retired are particularly supportive.
23
Views on council tax increase
Q7 The Council is considering increasing Council Tax by around 8p per week, or £4.03 per year, for a Council Tax Band D property (the most common rating in the borough).What is your view about such an increase? Base: All Reigate and Banstead Borough residents W2 2014 (640) 65+ (178) Retired (178)
2014
12%
17%
31%
29%
11%Strongly support
Support
Neutral
Object
Strongly object
71% Don’t object:
52% Retired support
24
Community Safety
Findings
25
The majority of residents feel safe in the area, particularly women and younger people, who are the most vulnerable groups – very positive.
A quarter of residents are aware of the Joint Enforcement Team.
Residents are positive towards CCTV. 3 in 5 agree £140,000 is a reasonable investment supporting the Council’s policy in this area, again a positive sign of trust in the Council’s decisions.
The majority of residents feel safe in the area, particularly women and younger people.
26
Agreement with: I feel safe living in Reigate & Banstead
20141%7%
9%
47%
37%I totally agree
I slightly agree
I neither agree nor disagree
I slightly disagree
I do not agree at all
84% Agree:
Q9 To what extent do you agree with the following statement? “I feel safe living in Reigate & Banstead” Base: All Reigate and Banstead Borough residents W2 2014 (640)
86% Female90% under 34’s
“I just feel safe walking anywhere. I would like to see a
more visible presence of community policing but in this day and age it costs money.”
“My car has been vandalised on
numerous occasions, and there's nothing the Police were able to do. Better lighting or CCTV would be useful is such
circumstances.”
“There have been an astonishing number of burglaries in the area in recent times, and this doesn't seem to be
decreasing. Also, we live next to Yattendon school, the parents park in extremely dangerous places during drop-off and collection, and this makes leaving our house in the car
a nerve-wracking experience.”
“There are too many large groups of youths out late at night being rude ,drinking and very noisy. Where
are the POLICE”
Many would like to see more police on the streets
A quarter of residents are aware of the Joint Enforcement Team.
27
Awareness of a new Joint Enforcement Team (JET)
Q10 Are you aware that the Borough Council, in partnership with Surrey Police, has introduced a new Joint Enforcement Team (JET) to deal with issues of anti-social behaviour and improve enforcement? Base: All Reigate and Banstead Borough residents W2 2014 (640) Males (294) 65+ (178) Full time (245) Retired (178)
No
Yes
75%
25%
Chart Title
31% Males 33% 65 plus
26% Work full time 33% Retired
Residents are positive towards CCTV. 3 in 5 agree £140,000 is a reasonable investment supporting the Council’s policy in this area.
28
Agreement with statements
Q11 As part of its efforts to help reduce crime and anti-social behaviour the Council maintains 123 CCTV cameras across the borough at a cost of £140,000 per year. To what extent do you agree with the following statementsBase: All Reigate and Banstead Borough residents W2 2014 (640)
CCTV cameras have a negative impact on the local area; they make me feel anxious and the
council should not invest any more
I think we need some CCTV cameras in the area but 123 is too many
At least some CCTV cameras are necessary to reduce crime and anti-social behaviour but
£140,000 does not provide value for money for the benefits that CCTV cameras bring
CCTV cameras are critical to assure safety in the area and the investment should be even higher
CCTV cameras are an effective way to reduce crime and anti-social behaviour; £140,000 is a
reasonable investment
10%
26%
35%
44%
60%
% I totally agree/slightly agree
70% 65 plus 69% Retired
53% 65 plus 54% Retired
Older people are more convince in the effectiveness and importance of CCTV
29
Gatwick Airport
Findings
30
A high percentage of residents, particularly with children, agree the number of flights at Gatwick should be allowed to grow.
Environmental aspects are key in relation to the 2nd runway at Gatwick
Economic benefits are more important to younger people for whom financial aspects and availability of jobs are more of an issue.
7 in 10 are not negative towards the 2nd runway and may start believing in the benefits if provided with more detailed information on specific, relevant to them advantages.
A high percentage of residents, particularly with children, agree the number of flights at Gatwick should be allowed to grow.
31
Agreement with statements
5%
20%
36%
38%should be allowed to grow, even if it means expanding one or more airports
should be allowed to grow but only within the limits of existing airport capacity
should be capped at current levels
should be capped and then slowly reduced
Q12 Which of the following statements do you agree with the most?Base: All Reigate and Banstead Borough residents W2 2014 (640) with children (202) part time (77)
The number of flights at Gatwick…
74% Allowed to grow
26% capped/reduced
77% Children in HH
42% part time
Environmental aspects are key in relation to the 2nd runway at Gatwick. Economic benefits are of less importance.
32
Importance of the aspects for the proposed runway at Gatwick
Q13 When it comes to the proposed 2nd runway at Gatwick, how important are the following to you? Base: All Reigate and Banstead Borough residents W2 2014 (640)
Providing more flights to additional des-tinations
Generating demand for local businesses
Providing employment opportunities
Reducing pressure on housing and public services (e.g. schools, hospitals)
Bringing investment in local roads and rail
Reducing environmental damage
Reducing noise and air pollution
Reducing congestion on local roads and rail
41%
67%
71%
77%
78%
81%
87%
88%
% Very/quite important
Younger residents are less concerned about the environment; for them the economic aspects are more important.
33
Importance of the aspects for the proposed runway at Gatwick
Q13 When it comes to the proposed 2nd runway at Gatwick, how important are the following to you? Base: All Reigate and Banstead Borough residents W2 2014 (640) Male (294) Female (346) Under 35 (39) 35 to 44 (115) 45 to 54 (181) 55 to 64 (127) 65+ (178) Have children (202) Do not have children (438)
% Very/quite important
Male Female Under 34 35 to 44 45 to 54 55 to 64 65+ Children No children
Reducing congestion on local roads and rail 90% 86% 90% 90% 87% 83% 90% 87% 88%
Reducing noise and air pollution 81% 91% 79% 90% 88% 87% 84% 90% 84%
Reducing environmental damage 75% 86% 69% 82% 86% 83% 81% 86% 78%
Bringing investment in local roads and rail 78% 78% 87% 85% 72% 76% 72% 77% 79%
Reducing pressure on housing and public services (e.g. schools,
hospitals)72% 82% 74% 82% 81% 72% 74% 83% 74%
Providing employment opportunities 67% 74% 69% 73% 69% 77% 66% 68% 72%
Generating demand for local businesses 64% 70% 62% 75% 64% 73% 61% 67% 68%
Providing more flights to additional destinations 43% 39% 44% 41% 38% 42% 42% 39% 42%
7 in 10 are not negative towards the 2nd runway and may start believing in the benefits if provided with more detailed information on what can be gained.
34
Agreement with statements
Q14 Which of the following statements do you agree with the most?Base: All Reigate and Banstead Borough residents W2 2014 (640) work full time (245) female (346) 45 to 54 (181) with children (238)
The benefits of a second runway at Gatwick airport would…
24%
18%
27%
31%never be sufficient to outweigh its dis-advantages
only outweigh its disadvantages if ade-quate investment in transport infra-structure was provided
be roughly equal to its disadvantages
outweigh its disadvantages19% Females17% 45 to 54
19% with children
33% 45 to 54 30% work full time
Most residents see a 3rd runway at Heathrow as having some impact on Gatwick, however it is not perceived as significant and long term.
35
Agreement with statements
Q15. If a third runway was to be built at Heathrow airport, which of the following effects is most likely at Gatwick airport?Base: All Reigate and Banstead Borough residents W2 2014 (640)
18%
14%
41%
26%have no effect on existing or future growth in flights at Gatwick
have no effect on existing flights at Gatwick, but would lead to a slower growth in flights than previously
lead to a temporary loss of flights at Gatwick, which would recover over time
lead to a loss of flights at Gatwick with a consequent reduction in local employment and business activity.
A third runway at Heathrow airport would…
24% 55 to 64
36
Recycling Services
Vast majority use clothing recycle services with over half taking advantage of them.
37
Services used to recycle textiles and clothing
Q16 Now thinking about recycling...Do you currently use any of the following service to recycle textiles and clothing?Base: All Reigate and Banstead Borough residents W2 2014 (640)
None of these
Door collection offered by charitable organisations
Borough Council bring sites
Drop off service at Charity shops
13%
29%
53%
73% 81% Female 87% Part time
33% Female
33% under 34’s
Polarised opinions on the introduction of a ‘from home collection recycling service ‘. Younger people are more positive towards the idea
38
Take up of opportunities to recycle more
Q17 Would you like the Borough Council to introduce a from home recycling and refuse collection service to give you more opportunities to recycle textiles and clothing?Base: All Reigate and Banstead Borough residents W2 2014 (640)
45%
38%
17%
Yes, definitely
Yes, it would be nice but not critical
No, It would be a waste of money
55% Yes: 69% under 34’s
Thank you
Demographics
40
41
Respondent demographics
Q11. Are you? Q12. Please indicate your age? Base: All Reigate and Banstead Borough residents W1 2013 (738) W2 2014 (640)
W1 2013 W2 2014
3% 3%
13% 13%
19% 19%
26% 26%
24% 24%
12% 14%
3% 1%
Under 25
25 to 34
35 to 44
45 to 54
55 to 64
65 to 74
75 plus
49%51%
Gender Age
49%51%
W1 2013
W2 2014
42
Respondent demographics
Q14. How many children under the age of 18 do you have living at home with you? Q15. Which of these activities best describes what you are doing at present?Base: All Reigate and Banstead Borough residents W1 2013 (738) W2 2014 (640)
W1 2013 W2 20142% 3%
84% 88%
11% 8%2% 2%
Yes, limited a lot Yes, limited a little
No Prefer not to say
Day to day activities limited due to health problems?
43
Respondent demographics
Q14 How many children under the age of 18 do you have living at home with you?Q15 Which of these activities best describes what you are doing at present?Base: All Reigate and Banstead Borough residents W1 2013 (738) W2 2014 (640)
Number of children Working status
W1 2013 W2 2014
4% 4%
13% 17%
16%15%
67% 63%None 1
2 3
Employee in full time job (30 hours plus per week)
Wholly retired from work
Employee in part time job (under 30 hours per week)
Self employed (full or part time)
Looking after the home
Permanently sick / disabled
Unemployed and available for work
Full time education
Doing something else
50%
19%
15%
7%
4%
1%
1%
1%
2%
W2 2014
W1 2013
Appendix
44
Satisfaction has decreased amongst the majority of demographic groups.
45
Overall satisfaction with local council by demographics W1 vs W2
Q6. Overall, how satisfied or dissatisfied are you with your Reigate & Banstead Borough Council?Base: All Reigate and Banstead Borough residents W1 2013 (738) W2 2014 (640)
Total
Male
Female
Under 35
35 to 44
45 to 54
55 to 64
65+
Have children
Do not have children
Full time
Part time
Self employed
Retired
67%
61%
72%
65%
70%
65%
71%
66%
66%
68%
70%
72%
54%
68%
57%
50%
64%
59%
52%
54%
62%
64%
51%
61%
51%
69%
43%
69%
Wave 2Wave 1
46
Overall satisfaction with local area by demographics Total
Male
Female
Under 35
35 to 44
45 to 54
55 to 64
65+
Have children
Do not have children
Full time
Part time
Self employed
Retired
85%
80%
89%
84%
89%
85%
83%
83%
85%
85%
85%
90%
81%
85%
84%
82%
86%
87%
82%
85%
82%
87%
81%
86%
86%
81%
75%
87%
Wave 2Wave 1
Q2. Overall, how satisfied or dissatisfied are you with your local area as a place to live?Base: All Reigate and Banstead Borough residents 2013 (738) 2014 (640) **see notes for further base sizes
47
Importance of the aspects
Q13 When it comes to the proposed 2nd runway at Gatwick, how important are the following to you? Base: All Reigate and Banstead Borough residents W2 2014 (640)
17%
6%
6%
2%
4%
4%
3%
2%
28%
22%
18%
19%
14%
14%
10%
10%
21%
36%
34%
30%
29%
29%
25%
29%
20%
31%
37%
47%
49%
53%
61%
59%
Not important Neutral Quite important Very Important
Reducing congestion on local roads and rail
Reducing noise and air pollution
Reducing environmental damage
Bringing investment in local roads and rail
Reducing pressure on housing and public services (e.g. schools, hospitals)
Providing employment opportunities
Generating demand for local businesses
Providing more flights to additional destinations
88%
87%
81%
78%
77%
71%
67%
41%
% Important