David GreenoPassenger FocusWhittles House14 Pentonville RoadLondon, N1 9HF
Tel: 0300 123 0837Email: [email protected]
David ChilversContinental Research132-140 Goswell RoadLondon EC1V 7DY
Tel: 020 7490 9111Email: [email protected]
Contacts
NATIONAL PASSENGER SURVEY - WAVE 20 – Spring 2009
TOC REPORT FOR NATIONAL EXPRESS EAST ANGLIA
Page 1
Contents Page No
Overall Satisfaction and Station Factors for TOC 2Train Factors for TOC 3-4Overall Satisfaction and Station Factors for TOC type 5Train Factors for TOC type 6-7Trends in all 32 Satisfaction Factors for TOC 8-15Peak/offpeak results for TOC 16Peak/offpeak results for TOC type 17Methodology 18Issues affecting fieldwork 19-22Sample profile for TOC and TOC type 23-24Stations sampled - unweighted and weighted data 25Sample profile for all TOCs - weighted 26Sample profile for all TOCs - unweighted 27
NATIONAL PASSENGER SURVEY - WAVE 20 – Spring 2009
TOC REPORT FOR NATIONAL EXPRESS EAST ANGLIA
Page 2NATIONAL PASSENGER SURVEY - WAVE 20 – Spring 2009
NATIONAL EXPRESS EAST ANGLIA
12
5
5
27
3
4
8
4
16
6
5
17
9
6
12
7
15
17
14
22
20
21
23
11
20
25
32
25
8
51
45
48
50
53
39
43
50
26
51
44
41
37
25
23
25
14
16
12
23
29
10
12
14
14
43
3
6
5
4
4
6
10
8
11
8
OV ER A LL SA T ISFA C TION ( 2 159 )
STA T ION - T IC KET B U Y IN GFA C ILIT IES ( 1159 )
STA T ION - PR OV ISION OFIN FOR M A TION A B OU T TR A IN T IM ES/
PLA TFOR M S ( 19 9 4 )
STA T ION - THE U PKEEP/ R EPA IR OFTHE STA T ION B U ILD IN GS/
PLA TFOR M S ( 19 70 )
STA T ION - C LEA N LIN ESS ( 19 9 0 )
ST A T ION - THE FA C ILIT IES A N DSER V IC ES ( 1750 )
STA T ION - THE A T T ITU D ES A N DHELPFU LN ESS OF THE STA FF ( 158 7)
ST A T ION - C ON N EC TION S W ITHOT HER F OR M S OF PU B LIC
TR A N SPOR T ( 16 8 0 )
STA T ION - FA C ILIT IES F OR C A RPA R KIN G ( 716 )
THE OV ER A LL STA T IONEN V IR ON M EN T ( 2 0 59 )
STA T ION - Y OU R PER SON A LSEC U R ITY W HILST U SIN G ( 18 52 )
ST A T ION - THE A V A ILA B ILITY OFSTA FF ( 18 2 1)
STA T ION - HOW R EQU EST TOST A TION STA FF W A S HA N D LED
( 3 2 4 )
Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied
% satisfied/good
+ denotes significant increase - denotes significant decreaseat 95% confidence level
Overall Satisfaction and Station Factors Spring 2009 Spring 2008
76 75
68 67
72 71
63 63
69 67
51 50
66 62
79 78
36 38
63 63
58 58
55 51
80 78
Page 3NATIONAL PASSENGER SURVEY - WAVE 20 – Spring 2009
NATIONAL EXPRESS EAST ANGLIA
4
5
6
9
8
15
17
10
10
18
9
9
14
20
21
19
22
25
34
28
45
41
45
45
19
48
45
42
32
37
25
34
33
26
9
14
11
17
15
9
8
7
3
5
27
13
10
6
4
24
TR A IN - THE FR EQU EN C Y OF THETR A IN S ON THA T R OU TE ( 2 0 76 )
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) ( 2 0 3 8 )
TR A IN - T HE LEN GTH OF T IM E THEJOU R N EY W A S SC HED U LED TO TA KE
( SPEED ) ( 2 0 18 )
TR A IN - C ON N EC TION S W ITH OTHERTR A IN SER V IC ES ( 10 9 9 )
TR A IN - THE V A LU E FOR M ON EYFOR THE PR IC E OF Y OU R T IC KET
( 19 4 4 )
TR A IN - C LEA N LIN ESS OF THE TR A IN( 2 171)
TR A IN - U P KEEP A N D R EPA IR OFTHE TR A IN ( 2 119 )
TR A IN - THE PR OV ISION OFIN F OR M A T ION D U R IN G THE
JOU R N EY ( 19 13 )
TR A IN - THE HELPFU LN ESS A N DA TT ITU D E OF STA FF ON T R A IN ( 9 77)
TR A IN - THE SPA C E FOR LU GGA GE( 16 4 5)
Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied
% satisfied/good
+ denotes significant increase - denotes significant decreaseat 95% confidence level
Train Factors (l) Spring 2009 Spring 2008
71 - 75
74 74
78 80
71 70
28 30
61 59
56 54
59 57
47 46
46 48
Page 4NATIONAL PASSENGER SURVEY - WAVE 20 – Spring 2009
NATIONAL EXPRESS EAST ANGLIA
4
4
30
16
14
13
20
17
23
16
24
18
28
22
30
28
39
20
39
44
52
48
49
45
17
23
5
20
12
23
17
11
9
6
5
29
14
6
3
2
23
12
14
5
5
TR A IN - THE TOILET FA C ILIT IES( 8 9 3 )
TR A IN - SU FF IC IEN T R OOM FOR A LLTHE PA SSEN GER S TO SIT / STA N D
( 2 0 79 )
TR A IN - THE C OM FOR T OF THESEA TIN G A R EA ( 2 117)
TR A IN - THE EA SE OF B EIN G A B LETO GET ON A N D OFF ( 2 12 7)
TR A IN - Y OU R PER SON A L SEC U R ITYW HILST ON B OA R D ( 19 6 9 )
TR A IN - THE C LEA N LIN ESS OF THEIN SID E ( 2 14 8 )
TR A IN - THE C LEA N LIN ESS OF THEOU TSID E ( 18 74 )
TR A IN - THE A V A ILA B ILITY OFSTA FF ( 14 6 0 )
TR A IN - HOW W ELL TR A IN C OM PA N YD EA LT W ITH D ELA Y S ( 3 9 3 )
Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied
% satisfied/good
+ denotes significant increase - denotes significant decreaseat 95% confidence level
Train Factors (lI) Spring 2009 Spring 2008
25 25
58 58
56 56
75 72
65 61
60 58
54 52
23 24
29 31
Page 5NATIONAL PASSENGER SURVEY - WAVE 20 – Spring 2009
LONDON AND SOUTH EAST
13
4
4
24
3
3
7
5
18
6
7
17
10
6
13
7
12
16
13
23
21
21
23
15
19
25
31
25
7
49
47
49
47
50
37
42
47
29
51
46
41
32
31
22
27
13
17
11
25
27
12
11
15
15
49
3
4
3
5
3
5
11
8
12
10
OV ER A LL SA T ISFA C TION ( 16 6 6 5)
STA T ION - T IC KET B U Y IN GFA C ILIT IES ( 9 4 0 8 )
STA T ION - PR OV ISION OFIN FOR M A TION A B OU T TR A IN T IM ES/
PLA TFOR M S ( 153 9 0 )
STA T ION - THE U PKEEP/ R EPA IR OFTHE STA T ION B U ILD IN GS/
PLA TF OR M S ( 1512 4 )
STA T ION - C LEA N LIN ESS ( 153 9 5)
ST A T ION - THE FA C ILIT IES A N DSER V IC ES ( 13 3 9 2 )
ST A T ION - THE A TT ITU D ES A N DHELPFU LN ESS OF THE STA F F ( 12 3 3 9 )
ST A T ION - C ON N EC TION S W ITHOT HER F OR M S OF PU B LIC
T R A N SPOR T ( 12 176 )
STA T ION - FA C ILIT IES F OR C A RPA R KIN G ( 6 0 8 1)
THE OV ER A LL STA T IONEN V IR ON M EN T ( 158 0 4 )
STA T ION - Y OU R PER SON A LSEC U R IT Y W HILST U SIN G ( 14 2 0 7)
ST A T ION - THE A V A ILA B ILITY OFSTA F F ( 14 2 9 6 )
STA T ION - HOW R EQU EST TOST A TION STA FF W A S HA N D LED
( 2 76 9 )
Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied
% satisfied/good
+ denotes significant increase - denotes significant decreaseat 95% confidence level
Overall Satisfaction and Station Factors Spring 2009 Spring 2008
80 79
69 68
76 76
60 60
67 66
48 48
67 66
74 + 72
41 41
62 61
60 59
56 55
81 82
Page 6NATIONAL PASSENGER SURVEY - WAVE 20 – Spring 2009
LONDON AND SOUTH EAST
3
3
4
7
9
10
9
9
7
19
10
8
10
19
22
16
17
22
35
25
46
40
45
47
24
51
52
43
34
38
28
38
37
25
11
19
19
21
18
9
5
6
3
3
19
12
8
5
5
24
TR A IN - THE FR EQU EN C Y OF THETR A IN S ON T HA T R OU TE ( 159 78 )
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) ( 158 0 0 )
TR A IN - T HE LEN GTH OF T IM E THEJOU R N EY W A S SC HED U LED TO TA KE
( SPEED ) ( 156 18 )
TR A IN - C ON N EC TION S W ITH OTHERTR A IN SER V IC ES ( 8 8 53 )
TR A IN - THE V A LU E FOR M ON EYFOR THE PR IC E OF Y OU R T IC KET
( 150 0 2 )
TR A IN - C LEA N LIN ESS OF THE TR A IN( 16 6 8 9 )
TR A IN - U P KEEP A N D R EPA IR OFTHE TR A IN ( 16 2 9 7)
TR A IN - THE PR OV ISION OFIN F OR M A T ION D U R IN G THE
JOU R N EY ( 14 8 2 8 )
TR A IN - THE HELPFU LN ESS A N DA T T ITU D E OF STA FF ON TR A IN
( 79 8 1)
TR A IN - THE SPA C E FOR LU GGA GE( 12 6 56 )
Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied
% satisfied/good
+ denotes significant increase - denotes significant decreaseat 95% confidence level
Train Factors (l) Spring 2009 Spring 2008
74 73
79 78
82 81
72 + 69
35 36
70 70
71 + 69
65 64
51 51
48 47
Page 7NATIONAL PASSENGER SURVEY - WAVE 20 – Spring 2009
LONDON AND SOUTH EAST
3
2
20
14
10
7
18
17
24
14
19
16
25
17
23
31
37
25
40
50
51
48
53
52
23
24
8
23
17
25
20
17
16
9
8
25
12
5
3
2
18
11
10
6
4
TR A IN - THE TOILET FA C ILIT IES( 6 52 6 )
TR A IN - SU FF IC IEN T R OOM FOR A LLTHE PA SSEN GER S TO SIT / STA N D
( 16 154 )
TR A IN - THE C OM FOR T OF THESEA T IN G A R EA ( 16 14 5)
TR A IN - THE EA SE OF B EIN G A B LETO GET ON A N D OFF ( 16 3 8 1)
TR A IN - Y OU R PER SON A L SEC U R ITYW HILST ON B OA R D ( 152 15)
TR A IN - THE C LEA N LIN ESS OF THEIN SID E ( 16 59 1)
TR A IN - THE C LEA N LIN ESS OF THEOU TSID E ( 14 6 0 7)
TR A IN - THE A V A ILA B ILITY OFSTA F F ( 113 6 9 )
TR A IN - HOW W ELL TR A IN C OM PA N YD EA LT W ITH D ELA Y S ( 2 9 6 0 )
Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied
% satisfied/good
+ denotes significant increase - denotes significant decreaseat 95% confidence level
Train Factors (lI) Spring 2009 Spring 2008
33 32
63 + 60
67 + 64
76 75
69 + 67
70 + 69
68 + 66
32 30
32 32
Page 8NATIONAL PASSENGER SURVEY - WAVE 20 – Spring 2009
NATIONAL EXPRESS EAST ANGLIA
N.B. BENCHMARKS AND TARGETS ARE ONLY SHOWN FOR APPLICABLE FACTORS
77
7174
71
7572
75 7577
76
50
60
70
80
90
100
Autumn
2004
Spring
2005
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
% SATISFIED
NATIONAL EXPRESS EAST ANGLIA LONDON AND SOUTH EASTBenchmark
OVERALL SATISFACTION (2159)
68
6260 60 60
62
66 6765
68
50
60
70
80
90
100
Autumn
2004
Spring
2005
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
% SATISFIED
NATIONAL EXPRESS EAST ANGLIA LONDON AND SOUTH EASTBenchmark
STATION – TICKET BUYING FACILITIES (1159)
6870 70 71
68
71 71 71
75
72
50
60
70
80
90
100
Autumn
2004
Spring
2005
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
% SATISFIED
NATIONAL EXPRESS EAST ANGLIA LONDON AND SOUTH EASTBenchmark
STATION – PROVISION OF INFORMATION ABOUT TRAIN TIMES/ PLATFORMS (1994)
63 6365
62 63
60
63 6364 63
30
40
50
60
70
80
90
100
Autumn
2004
Spring
2005
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
% SATISFIED
NATIONAL EXPRESS EAST ANGLIA LONDON AND SOUTH EASTBenchmark
STATION – THE UPKEEP/ REPAIR OF THE STATION BUILDING/ PLATFORMS (1970)
Page 9NATIONAL PASSENGER SURVEY - WAVE 20 – Spring 2009
NATIONAL EXPRESS EAST ANGLIA
N.B. BENCHMARKS AND TARGETS ARE ONLY SHOWN FOR APPLICABLE FACTORS
66 68 69 6870
6669
6770 69
20
30
40
50
60
70
80
90
100
Autumn
2004
Spring
2005
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
% SATISFIED
NATIONAL EXPRESS EAST ANGLIA LONDON AND SOUTH EASTBenchmark
STATION - CLEANLINESS (1990)
47 49
5451 51 50
5350 51 51
10
20
30
40
50
60
70
80
90
100
Autumn
2004
Spring
2005
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
% SATISFIED
NATIONAL EXPRESS EAST ANGLIA LONDON AND SOUTH EASTBenchmark
STATION – THE FACILITIES AND SERVICES (1750)
6163
61 6062
64
67
62
66 66
50
60
70
80
90
100
Autumn
2004
Spring
2005
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
% SATISFIED
NATIONAL EXPRESS EAST ANGLIA LONDON AND SOUTH EASTBenchmark
STATION – THE ATTITUDES AND HELPFULNESS OF THE STAFF (1587)
77
7376
78 78 78 77 78 7679
30
40
50
60
70
80
90
100
Autumn
2004
Spring
2005
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
% SATISFIED
NATIONAL EXPRESS EAST ANGLIA LONDON AND SOUTH EASTBenchmark
STATION – CONNECTIONS WITH OTHER FORMS OF PUBLIC TRANSPORT (1680)
Page 10NATIONAL PASSENGER SURVEY - WAVE 20 – Spring 2009
NATIONAL EXPRESS EAST ANGLIA
N.B. BENCHMARKS AND TARGETS ARE ONLY SHOWN FOR APPLICABLE FACTORS
4339
3537
42 41 4038
41
36
20
30
40
50
60
70
80
90
100
Autumn
2004
Spring
2005
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
% SATISFIED
NATIONAL EXPRESS EAST ANGLIA LONDON AND SOUTH EASTBenchmark
STATION – FACILITIES FOR CAR PARKING (716)
6260
6361
6259
6663
6463
40
50
60
70
80
90
100
Autumn
2004
Spring
2005
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
% SATISFIED
NATIONAL EXPRESS EAST ANGLIA LONDON AND SOUTH EASTBenchmark
STATION – OVERALL ENVIRONMENT (2059)
53 53
5755
57
51
6058 59 58
40
50
60
70
80
90
100
Autumn
2004
Spring
2005
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
% SATISFIED
NATIONAL EXPRESS EAST ANGLIA LONDON AND SOUTH EASTBenchmark
STATION – YOUR PERSONAL SECURITYWHILST USING (1852)
5052 52
4846
5154
51
55 55
20
30
40
50
60
70
80
90
100
Autumn
2004
Spring
2005
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
% SATISFIED
NATIONAL EXPRESS EAST ANGLIA LONDON AND SOUTH EASTBenchmark
STATION – THE AVAILABILITY OF STAFF (1821)
Page 11NATIONAL PASSENGER SURVEY - WAVE 20 – Spring 2009
NATIONAL EXPRESS EAST ANGLIA
N.B. BENCHMARKS AND TARGETS ARE ONLY SHOWN FOR APPLICABLE FACTORS
76 77
73
76 76
83 8178
81 80
30
40
50
60
70
80
90
100
Autumn
2004
Spring
2005
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
% SATISFIED
NATIONAL EXPRESS EAST ANGLIA LONDON AND SOUTH EASTBenchmark
STATION – HOW REQUEST TO STATION STAFFWAS HANDLED (324)
78
73
76
69
7576
7875
7371
40
50
60
70
80
90
100
Autumn
2004
Spring
2005
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
% SATISFIED
NATIONAL EXPRESS EAST ANGLIA LONDON AND SOUTH EASTBenchmark
TRAIN – THE FREQUENCY OF THE TRAINS ON THAT ROUTE (2076)
76 7574
70 71 71
75 7477
74
40
50
60
70
80
90
100
Autumn
2004
Spring
2005
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
% SATISFIED
NATIONAL EXPRESS EAST ANGLIA LONDON AND SOUTH EASTBenchmark
TRAIN – PUNCTUALITY/ RELIABILITY (I.E. THE TRAIN ARRIVING/ DEPARTING ON TIME) (2038)
83
78 79
74
7876
80 80 8078
40
50
60
70
80
90
100
Autumn
2004
Spring
2005
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
% SATISFIED
NATIONAL EXPRESS EAST ANGLIA LONDON AND SOUTH EASTBenchmark
TRAIN – THE LENGTH OF TIME THE JOURNEY WAS SCHEDULED TO TAKE (SPEED) (2018)
Page 12NATIONAL PASSENGER SURVEY - WAVE 20 – Spring 2009
NATIONAL EXPRESS EAST ANGLIA
N.B. BENCHMARKS AND TARGETS ARE ONLY SHOWN FOR APPLICABLE FACTORS
7471
65 6567
65
7270 71 71
20
30
40
50
60
70
80
90
100
Autumn
2004
Spring
2005
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
% SATISFIED
NATIONAL EXPRESS EAST ANGLIA LONDON AND SOUTH EASTBenchmark
TRAIN – CONNECTIONS WITH OTHER TRAIN SERVICES (1099)
3633
3128
3129
36
3033
28
10
20
30
40
50
60
70
80
90
100
Autumn
2004
Spring
2005
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
% SATISFIED
NATIONAL EXPRESS EAST ANGLIA LONDON AND SOUTH EASTBenchmark
TRAIN – THE VALUE FOR MONEY FOR THE PRICE OF YOUR TICKET (1944)
51 5052
57
6260 59 59
6461
20
30
40
50
60
70
80
90
100
Autumn
2004
Spring
2005
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
% SATISFIED
NATIONAL EXPRESS EAST ANGLIA LONDON AND SOUTH EASTBenchmark
TRAIN – CLEANLINESS OF THE TRAIN (2171)
4947
50 51
5755 56
54
61
56
20
30
40
50
60
70
80
90
100
Autumn
2004
Spring
2005
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
% SATISFIED
NATIONAL EXPRESS EAST ANGLIA LONDON AND SOUTH EASTBenchmark
TRAIN – UP KEEP AND REPAIR OF THE TRAIN (2119)
Page 13NATIONAL PASSENGER SURVEY - WAVE 20 – Spring 2009
NATIONAL EXPRESS EAST ANGLIA
N.B. BENCHMARKS AND TARGETS ARE ONLY SHOWN FOR APPLICABLE FACTORS
4748
5053
49 49
5457
60 59
20
30
40
50
60
70
80
90
100
Autumn
2004
Spring
2005
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
% SATISFIED
NATIONAL EXPRESS EAST ANGLIA LONDON AND SOUTH EASTBenchmark
TRAIN – THE PROVISION OF INFORMATION DURING THE JOURNEY (1913)
4138
46 48 48 48
4346 47 47
20
30
40
50
60
70
80
90
100
Autumn
2004
Spring
2005
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
% SATISFIED
NATIONAL EXPRESS EAST ANGLIA LONDON AND SOUTH EASTBenchmark
TRAIN – THE HELPFULNESS AND ATTITUDE OF STAFF ON TRAIN (977)
4038
4346 45 44
46 48 47 46
10
20
30
40
50
60
70
80
90
100
Autumn
2004
Spring
2005
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
% SATISFIED
NATIONAL EXPRESS EAST ANGLIA LONDON AND SOUTH EASTBenchmark
TRAIN – THE SPACE FOR LUGGAGE (1645)
23
1822
2723 23 24 25 24 25
10
20
30
40
50
60
70
80
90
100
Autumn
2004
Spring
2005
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
% SATISFIED
NATIONAL EXPRESS EAST ANGLIA LONDON AND SOUTH EASTBenchmark
TRAIN – THE TOILET FACILITIES (893)
Page 14NATIONAL PASSENGER SURVEY - WAVE 20 – Spring 2009
NATIONAL EXPRESS EAST ANGLIA
N.B. BENCHMARKS AND TARGETS ARE ONLY SHOWN FOR APPLICABLE FACTORS
54
50
5355
5350
58 58 59 58
30
40
50
60
70
80
90
100
Autumn
2004
Spring
2005
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
% SATISFIED
NATIONAL EXPRESS EAST ANGLIA LONDON AND SOUTH EASTBenchmark
TRAIN – SUFFICIENT ROOM FOR ALL THE PASSENGERSTO SIT/ STAND (2079)
5047
5153
57
5356 56
5956
30
40
50
60
70
80
90
100
Autumn
2004
Spring
2005
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
% SATISFIED
NATIONAL EXPRESS EAST ANGLIA LONDON AND SOUTH EASTBenchmark
TRAIN – THE COMFORT OF THE SEATING AREA (2117)
71
6770 69 70
67
72 7274 75
20
30
40
50
60
70
80
90
100
Autumn
2004
Spring
2005
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
% SATISFIED
NATIONAL EXPRESS EAST ANGLIA LONDON AND SOUTH EASTBenchmark
TRAIN – THE EASE OF BEING ABLE TO GET ON AND OFF (2127)
5754
5760 59 58
62 6165 65
10
20
30
40
50
60
70
80
90
100
Autumn
2004
Spring
2005
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
% SATISFIED
NATIONAL EXPRESS EAST ANGLIA LONDON AND SOUTH EASTBenchmark
TRAIN – YOUR PERSONAL SECURITY WHILST ON BOARD (1969)
Page 15NATIONAL PASSENGER SURVEY - WAVE 20 – Spring 2009
NATIONAL EXPRESS EAST ANGLIA
N.B. BENCHMARKS AND TARGETS ARE ONLY SHOWN FOR APPLICABLE FACTORS
50 51 5154
61 59 59 58
6460
20
30
40
50
60
70
80
90
100
Autumn
2004
Spring
2005
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
% SATISFIED
NATIONAL EXPRESS EAST ANGLIA LONDON AND SOUTH EASTBenchmark
TRAIN – THE CLEANLINESS OF THE INSIDE (2148)
4846
5048
5452
5652
59
54
20
30
40
50
60
70
80
90
100
Autumn
2004
Spring
2005
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
% SATISFIED
NATIONAL EXPRESS EAST ANGLIA LONDON AND SOUTH EASTBenchmark
TRAIN – THE CLEANLINESS OF THE OUTSIDE (1874)
22
17 1821
1921
23 24 24 23
10
20
30
40
50
60
70
80
90
100
Autumn
2004
Spring
2005
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
% SATISFIED
NATIONAL EXPRESS EAST ANGLIA LONDON AND SOUTH EASTBenchmark
TRAIN – THE AVAILABILITY OF STAFF (1460)
27 25 25 2528
26
31 3134
29
10
20
30
40
50
60
70
80
90
100
Autumn
2004
Spring
2005
Autumn
2005
Spring
2006
Autumn
2006
Spring
2007
Autumn
2007
Spring
2008
Autumn
2008
Spring
2009
% SATISFIED
NATIONAL EXPRESS EAST ANGLIA LONDON AND SOUTH EASTBenchmark
TRAIN – HOW WELL TRAIN COMPANY DEALT WITH DELAYS (393)
NATIONAL PASSENGER SURVEY - WAVE 20 – Spring 2009
National Express East Anglia
PEAK OFFPEAK% satisf ied/good % satisfied/good
Spring 2009 Spring 2008 Spring 2009 Spring 2008
OVERALL SATISFACTION 63 62 80 79STATION - TICKET BUYING FACILITIES 63 60 69 70STATION - PROVISION OF INFORMATION ABOUT TRAIN TIMES/ PLATFORMS 69 65 74 73STATION - THE UPKEEP/ REPAIR OF THE STATION BUILDINGS/ PLATFORMS 60 57 64 65STATION - CLEANLINESS 66 62 69 68STATION - FACILITIES AND SERVICES 50 43 51 53STATION - THE ATTITUDES AND HELPFULNESS OF THE STAFF 60 + 52 68 66STATION - CONNECTIONS WITH OTHER FORMS OF PUBLIC TRANSPORT 70 74 82 79STATION - FACILITIES FOR CAR PARKING 26 - 40 40 37STATION - THE OVERALL ENVIRONMENT 60 58 63 65STATION - YOUR PERSONAL SECURITY WHILST USING 55 52 59 60STATION - THE AVAILABILITY OF STAFF AT THE STATION 54 + 42 55 55STATION - HOW REQUEST TO STATION STAFF WAS HANDLED 75 65 81 80TRAIN - THE FREQUENCY OF THE TRAINS ON THAT ROUTE 64 69 73 - 77TRAIN - PUNCTUALITY/ RELIABILITY (I.E. THE TRAIN ARRIVING/ DEPARTING ON TIME) 64 62 77 78TRAIN - THE LENGTH OF TIME THE JOURNEY WAS SCHEDULED TO TAKE (SPEED) 67 70 81 83TRAIN - CONNECTIONS WITH OTHER TRAIN SERVICES 63 65 73 72TRAIN - THE VALUE FOR MONEY FOR THE PRICE OF YOUR TICKET 16 17 32 34TRAIN - CLEANLINESS OF THE TRAIN 53 58 64 + 60TRAIN - UP KEEP AND REPAIR OF THE TRAIN 44 49 59 + 55TRAIN - THE PROVISION OF INFORMATION DURING THE JOURNEY 52 49 61 59TRAIN - THE HELPFULNESS AND ATTITUDE OF STAFF ON TRAIN 39 38 50 48TRAIN - THE SPACE FOR LUGGAGE 36 39 49 52TRAIN - THE TOILET FACILITIES 14 15 29 29TRAIN - SUFFICIENT ROOM FOR ALL THE PASSENGERS TO SIT/STAND 33 27 66 68TRAIN - THE COMFORT OF THE SEATING AREA 37 39 61 61TRAIN - THE EASE OF BEING ABLE TO GET ON AND OFF 63 62 78 + 75TRAIN - YOUR PERSONAL SECURITY WHILST ON BOARD 58 55 67 64TRAIN - THE CLEANLINESS OF THE INSIDE 51 58 63 + 59TRAIN - THE CLEANLINESS OF THE OUTSIDE 47 51 56 53TRAIN - THE AVAILABILITY OF STAFF 16 17 25 26TRAIN - HOW WELL TRAIN COMPANY DEALT WITH DELAYS 20 19 33 37
NATIONAL PASSENGER SURVEY - WAVE 20 – Spring 2009
London and South East
PEAK OFFPEAK% satisf ied/good % satisfied/good
Spring 2009 Spring 2008 Spring 2009 Spring 2008
OVERALL SATISFACTION 71 71 82 81STATION - TICKET BUYING FACILITIES 63 63 71 70STATION - PROVISION OF INFORMATION ABOUT TRAIN TIMES/ PLATFORMS 74 74 76 77STATION - THE UPKEEP/ REPAIR OF THE STATION BUILDINGS/ PLATFORMS 57 57 61 60STATION - CLEANLINESS 64 64 67 66STATION - FACILITIES AND SERVICES 45 45 49 49STATION - THE ATTITUDES AND HELPFULNESS OF THE STAFF 64 61 68 68STATION - CONNECTIONS WITH OTHER FORMS OF PUBLIC TRANSPORT 74 + 69 74 73STATION - FACILITIES FOR CAR PARKING 33 37 43 43STATION - THE OVERALL ENVIRONMENT 59 59 62 62STATION - YOUR PERSONAL SECURITY WHILST USING 58 57 61 60STATION - THE AVAILABILITY OF STAFF AT THE STATION 54 + 51 57 56STATION - HOW REQUEST TO STATION STAFF WAS HANDLED 76 77 82 83TRAIN - THE FREQUENCY OF THE TRAINS ON THAT ROUTE 70 71 75 74TRAIN - PUNCTUALITY/ RELIABILITY (I.E. THE TRAIN ARRIVING/ DEPARTING ON TIME) 73 74 80 79TRAIN - THE LENGTH OF TIME THE JOURNEY WAS SCHEDULED TO TAKE (SPEED) 74 75 84 83TRAIN - CONNECTIONS WITH OTHER TRAIN SERVICES 68 67 73 + 70TRAIN - THE VALUE FOR MONEY FOR THE PRICE OF YOUR TICKET 22 22 39 40TRAIN - CLEANLINESS OF THE TRAIN 68 70 71 70TRAIN - UP KEEP AND REPAIR OF THE TRAIN 67 67 73 + 70TRAIN - THE PROVISION OF INFORMATION DURING THE JOURNEY 59 60 66 65TRAIN - THE HELPFULNESS AND ATTITUDE OF STAFF ON TRAIN 41 44 54 52TRAIN - THE SPACE FOR LUGGAGE 38 39 51 49TRAIN - THE TOILET FACILITIES 23 23 36 35TRAIN - SUFFICIENT ROOM FOR ALL THE PASSENGERS TO SIT/STAND 36 33 71 + 68TRAIN - THE COMFORT OF THE SEATING AREA 52 50 72 + 68TRAIN - THE EASE OF BEING ABLE TO GET ON AND OFF 65 66 79 + 78TRAIN - YOUR PERSONAL SECURITY WHILST ON BOARD 64 62 70 69TRAIN - THE CLEANLINESS OF THE INSIDE 66 68 72 + 69TRAIN - THE CLEANLINESS OF THE OUTSIDE 63 64 70 + 66TRAIN - THE AVAILABILITY OF STAFF 22 23 35 + 32TRAIN - HOW WELL TRAIN COMPANY DEALT WITH DELAYS 24 25 36 34
Page 18METHODOLOGYQuestionnaires 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 aspecific TOC.From Autumn 2003 onwards, at all other stations, questionnaires are handed out to passengers of any TOC (in the past, these werealso 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 3weeks. 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 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 trainservices 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 21ISSUES AFFECTING WAVE 18
Wave 18 fieldwork was undertaken between 19 January and 7 March 2008. Top up shifts were run between 8 March and 17 March 2008. The fieldwork period was shorter, and started earlier than the corresponding wave in 2007 because Easter was unusually early.
Fieldwork ran smoothly, with just a small number of problems affecting specific TOCs.
Planned engineering work required us to reschedule a lot of shifts. As usual, we only re-scheduled shifts if there were no trains running from the station. Some shifts were aborted if a station only had a replacement bus service.
Over-running engineering works led to some weekend disruption.
6 Nations Rugby matches caused a couple of alterations to the initial schedule.
Two shifts had to be aborted because the police had closed the station.
"Passenger action" disrupted train services to such an extent that 3 shifts (Paddington and Heathrow) had to be aborted and rescheduled.
Page 22ISSUES AFFECTING WAVE 17
Wave 17 fieldwork was undertaken between 1 September and 9 November 2007. Top up shifts were run between 10 November and 1 December 2007. The fieldwork period was extended compared to the corresponding wave in 2006 because of the need to achieve targets for individual TOCs.
Fieldwork ran smoothly, with just a small number of problems affecting specific TOCs,
Planned engineering work required us to reschedule a handful of shifts. As usual, we only re-scheduled shifts if there were no trains running from the station. Some shifts were aborted if a station only had a replacement bus service. One shift was aborted because police had closed the station after an incident.
One shift at Cardiff was re-scheduled because an international rugby match was likely to lead to overcrowding at the station.
Page 23
Spring 2009 Spring 2008 Spring 2009 Spring 2008
% % % %SEX DELAYSMale 49 50 None 77 76Female 48 47 Minor 17 19Not stated 3 3 Major 3 3
Not stated 2 2AGE16-25 10 11 REGULAR TRAVELLER26-34 19 18 Yes 75 7535-44 21 25 No 25 2545-54 24 2255-59 9 9 TIME OF TRAVEL60-64 8 7 Peak 23 2465+ 8 7 Off peak 77 76Not stated 2 1
ASKED FOR HELP/INFORMATIONJOURNEY PURPOSE (WEIGHTED) Yes: Help 6 7Commuter 60 57 Yes: Information 8 9Business 17 18 Couldn't find anyone to ask 3 3Leisure 23 25 No 80 82
Not stated 4 1
NATIONAL PASSENGER SURVEY - WAVE 20 – Spring 2009
NATIONAL EXPRESS EAST ANGLIA
WEIGHTED SAMPLE PROFILE
Page 24
Spring 2009 Spring 2008 Spring 2009 Spring 2008
% % % %SEX DELAYSMale 44 46 None 79 79Female 53 51 Minor 16 17Not stated 3 3 Major 3 3
Not stated 2 2AGE16-25 11 12 REGULAR TRAVELLER26-34 19 19 Yes 69 7035-44 22 22 No 31 3045-54 21 2155-59 9 9 TIME OF TRAVEL60-64 8 8 Peak 23 2265+ 8 7 Off peak 77 78Not stated 2 2
ASKED FOR HELP/INFORMATIONJOURNEY PURPOSE (WEIGHTED) Yes: Help 8 8Commuter 50 50 Yes: Information 9 9Business 17 17 Couldn't find anyone to ask 3 3Leisure 33 34 No 77 80
Not stated 4 1
NATIONAL PASSENGER SURVEY - WAVE 20 – Spring 2009
LONDON AND SOUTH EAST TOCs
WEIGHTED SAMPLE PROFILE
Page 25
STATION UNWEIGHTED STATION UNWEIGHTED STATION UNWEIGHTED
LONDON LIVERPOOL STREET 777 HAROLD WOOD 13 BRAINTREE 2
STRATFORD (LONDON) 207 WICKFORD 13 PETERBOROUGH 1
NORWICH 115 WYMONDHAM 13 INGATESTONE 1
CAMBRIDGE 108 EDMONTON GREEN 12
CHELMSFORD 86 BROXBOURNE 12
ROMFORD 75 BUSH HILL PARK 12
COLCHESTER 60 ATTLEBOROUGH 11
STANSTED AIRPORT 60 GIDEA PARK 11
IPSWICH 60 BILLERICAY 10
ILFORD 47 WHITE HART LANE 10
SHENFIELD 43 LOWESTOFT 9
CHINGFORD 41 GREAT YARMOUTH 8
TOTTENHAM HALE 37 SUDBURY (SUFFOLK) 8
SOUTHEND VICTORIA 35 SEVEN SISTERS 8
MARKS TEY 30 FAMBRIDGE 7
AUDLEY END 26 HOVETON AND WROXHAM 7
WALTHAM CROSS 24 LONDON FIELDS 6
WARE 20 ELY 6
HERTFORD EAST 19 CAMBRIDGE HEATH 6
HIGHAMS PARK 19 HACKNEY DOWNS 4
BISHOPS STORTFORD 19 CHADWELL HEATH 4
ENFIELD TOWN 18 MARCH 4
HARLOW TOWN 17 TURKEY STREET 4
STOWMARKET 17 ALTHORNE 4
SEVEN KINGS 15 ACLE 3
WALTHAMSTOW CENTRAL 14 NORTHUMBERLAND PARK 3
NATIONAL PASSENGER SURVEY - WAVE 20 – Spring 2009
STATION SAMPLE SIZES FOR NATIONAL EXPRESS EAST ANGL IA
Page 26NATIONAL PASSENGER SURVEY - WAVE 20 – Spring 2009
SAMPLE COMPOSITION AND WEIGHTING
WEIGHTED DATA
ANNUAL
TOC (thousands) COMMUTE BUSINESS LEISURE WEEKDAY WEEKENDVERY
LARGE LARGE MEDIUM SMALLSample size 25905 44 14 42 86 14 29 24 25 23Number of journeys per annum (000's) 1230671 43 16 40 85 15 27 22 25 26CHILTERN RAILWAYS 18988 35 21 44 80 20 41 6 25 28SOUTHERN 139900 49 16 35 89 11 20 29 26 26SOUTHEASTERN 154100 59 14 27 90 10 23 26 25 25NATIONAL EXPRESS EAST COAST 17985 13 27 60 76 24 31 18 26 25FIRST GREAT WESTERN 76236 30 20 50 77 23 28 21 25 26C2C 29900 66 4 30 93 7 28 20 26 27MERSEYRAIL 36224 37 8 55 80 20 22 24 28 26FIRST SCOTRAIL 81344 28 10 62 78 22 19 31 25 25SOUTH WEST TRAINS 186943 45 19 36 85 15 37 14 25 23VIRGIN TRAINS 27804 10 24 66 75 25 29 18 26 27ARRIVA TRAINS WALES 21494 28 8 64 81 19 27 21 26 26FIRST TRANSPENNINE EXPRESS 18468 31 14 55 80 20 19 28 27 26NATIONAL EXPRESS EAST ANGLIA 108048 60 17 23 89 11 33 16 24 27NORTHERN RAIL 81277 38 9 53 83 17 21 28 25 25FIRST CAPITAL CONNECT 100013 45 26 29 89 11 24 23 25 29EAST MIDLANDS TRAINS 24683 23 28 49 82 18 28 18 27 27LONDON MIDLAND 48900 45 14 41 85 15 36 13 24 27LONDON OVERGROUND 29564 62 4 34 85 15 15 33 25 27CROSSCOUNTRY 28800 2 25 73 78 22 23 27 24 26
STATION SIZEJOURNEYS JOURNEY PURPOSE DAY OF WEEK
Page 27
TOC SIZE COMMUTE BUSINESS LEISURE WEEKDAY WEEKENDVERY
LARGE LARGE MEDIUM SMALLSample size 25905 44 14 42 86 14 29 24 25 23Number of journeys per annum (000's) 25905 44 14 42 86 14 29 24 25 23CHILTERN RAILWAYS 1064 40 12 47 84 16 33 10 28 28SOUTHERN 2310 45 15 40 86 14 24 29 19 29SOUTHEASTERN 1536 54 8 38 83 17 31 26 25 18NATIONAL EXPRESS EAST COAST 1081 15 28 57 85 15 34 17 34 15FIRST GREAT WESTERN 2949 36 17 47 82 18 31 19 23 27C2C 1054 66 6 28 89 11 33 26 21 20MERSEYRAIL 513 56 4 40 91 9 24 39 22 15FIRST SCOTRAIL 1034 46 11 43 88 12 12 53 25 10SOUTH WEST TRAINS 2026 45 11 43 84 16 31 18 27 24VIRGIN TRAINS 1131 18 32 49 84 16 43 14 19 24ARRIVA TRAINS WALES 809 44 10 46 86 14 32 29 19 21FIRST TRANSPENNINE EXPRESS 1084 34 15 51 86 14 26 31 25 17NATIONAL EXPRESS EAST ANGLIA 2201 48 12 40 87 13 36 13 30 21NORTHERN RAIL 1155 48 9 43 85 15 18 35 26 21FIRST CAPITAL CONNECT 1661 56 11 33 90 10 22 21 26 31EAST MIDLANDS TRAINS 1013 40 18 42 90 10 29 25 26 20LONDON MIDLAND 1190 54 12 35 92 8 33 16 25 26LONDON OVERGROUND 1009 63 6 30 90 10 27 21 30 23CROSSCOUNTRY 1085 26 20 54 82 18 27 34 17 23
STATION SIZE
SAMPLE JOURNEY PURPOSE DAY OF WEEK
NATIONAL PASSENGER SURVEY - WAVE 20 – Spring 2009
SAMPLE COMPOSITION AND WEIGHTING
UNWEIGHTED DATA