Boat Owners Survey April 2016

Transcription

1 Boat Owners Survey 2016 April 2016

2 Introduction and methodology Background Objective is to refresh the Canal & River Trust s understanding of the experiences, opinion, behaviours and preferences of licenced boaters Particular focus upon boaters relationship with the Canal & River Trust Previous surveys: 2014* Methodology Online survey conducted in March ,024 responses: 223 continuous cruisers 801 home mooring Invitations sent out via: responses from 7,236 contacts (13 response rate) Post: 89 responses from 2,808 contacts (3 response rate) Data weighted to known profile of boaters by region of residence and continuous cruisers vs. home mooring (see Appendix). *3 waves of BOAT survey in 2014: data in this report is drawn from Wave 3 (most comparable survey period December 2014) 2

3 Key context: half of boaters now claim that the primary use of their boat is for residential purposes I use it to cruise the waterways in my leisure time As a permanent home (primary residence) As a second home where I live for extended periods/alternative to my main residence As a holiday home <1 As a temporary home where I live when at work <1 Other <1 Continuous cruiser Home mooring Q31: Which of the following options best describes how you use your boat most of the time? 3

4 Type of use by region Other Temporary when work Holiday home Second home Permanent home Leisure North East North West Man. & Pennines North Wales & Border Central Shires West Mids East Mids South East South Wales & Severn Kennet & Avon London Q31: Which of the following options best describes how you use your boat most of the time? 4

5 Agenda Relationship with the Canal & River Trust Experience along Canal & River Trust waterways Customer service Communications Boater demographics and behaviour 5

6 Relationship with the Canal & River Trust

7 There is a growing level of familiarity with the Canal & River Trust among boaters Waterway Engagement Monitor (E&W residents) Apr 15-Mar Boat Owners Views ( of all aware) Know very well Know a fair amount Know just a little Heard of but know nothing about / don t really know well at all Q6: How well do you feel you know the Canal & River Trust as an organisation i.e. not its waterways? 8

8 Increased familiarity has led to more polarised opinions of CRT, but primarily in a positive direction since 2014 Waterway Engagement Monitor (E&W residents) Apr 15-Mar Boat Owners Views ( of all aware) Very favourable Mainly favourable Neither favourable or unfavourable Mainly unfavourable Very unfavourable No opinion Q7: How favourable or unfavourable is your overall opinion or impression of the Canal & River Trust? 9

9 Similar positive movements in terms of advocacy of CRT since 2014 Waterway Engagement Monitor (E&W residents) Boat Owners Views Apr 15-Mar ( of all aware) Would speak highly of without being asked Would speak highly of if asked Would be neutral about if asked Would be critical of if asked Would be critical of without being asked No opinion Q8: To what extent would you speak positively or critically about the Canal & River Trust? 10

10 Home moorers much more likely to be favourable towards and speak positively about Canal & River Trust Favourability and advocacy by subgroups Type of boat Narrowboat Cruiser favourable would speak highly Other Boater type Continuous cruiser favourable Home mooring would speak highly Significantly higher than Q7: How favourable or unfavourable is your overall opinion or impression of the Canal & River Trust? Q8: To what extent would you speak positively or critically about the Canal & River Trust? 12

11 Younger boaters are comfortably the most critical of all boater groups Speak critically Age Type of use Aged (10) 46 Leisure (52) 19 Perm. home (26) 33 Aged (16) 28 Second home (13) 30 Holiday home (6) 17 Aged 55+ (74) 21 Temp. home (2) 27 Q8: To what extent would you speak positively or critically about the Canal & River Trust? 13

12 Leisure boaters much more likely to be favourable towards and speak highly of CRT than residential boaters. Some regional variability in positivity too: NW & Border, Central Shires and West Mids most positive, with London and North East the lowest Favourability and advocacy by subgroups Region boated in (last 12 months) Type of use favourable would speak highly North East North West Manchester & Pennines North Wales & Border Central Shires West Midlands East Midlands South East South Wales & Severn Kennet & Avon London Significantly higher than Leisure Residential Male Female Type of use favourable would speak highly favourable would speak highly Q7: How favourable or unfavourable is your overall opinion or impression of the Canal & River Trust? Q8: To what extent would you speak positively or critically about the Canal & River Trust? 14

13 Key Drivers of Advocacy (from 2014 survey) The drivers of advocacy Overall upkeep of the waterways (rate the Trust) Trust the Canal & River Trust to look after the waterways Availability of the Trust staff on the waterways Overall upkeep of the waterways (leaves a positive impression) Information to help understand more about the Trust Feel respected by Canal & River Trust Non- written communication from the Trust Fairness of licencing fee system Ease of obtaining a mooring The Trust prioritises its spending on what I feel is most needed Managing user conflict communication from the Trust Contact with the Trust staff when on the waterways Helpfulness & friendliness of the Trust (other non 0303) office staff (telephone) Proud to be connected with the Trust The Trust signage on the waterways The Trust values the views of boaters on its waterways Keeping water deep enough Mooring/ licensing enforcement Stronger Weaker Do not drive advocacy in wave 3 N.B. Elements in bold text were asked on the 2016 survey 15

14 Trust in CRT to look after the waterways has increased since 2014, with most positivity among leisure users, males and those aged 55 or over I trust the Canal & River Trust to look after the waterways Disagree strongly (1) Disagree slightly (2) residential 32 continuous cruising years olds 30 females Neither agree nor disagree (3) Slightly agree (4) Strongly agree (5) leisure users 65 home mooring years olds 66 male MEAN: Q29: Here are some things that other boaters have said about the Canal & River Trust. To what extent do you agree or disagree with each? 16

15 Notable improvement in perceptions that CRT prioritises spending in areas where it is most needed The Canal & River Trust prioritises its spending on what I feel is most needed The Canal & River Trust values the views of the people who boat on its waterways Disagree strongly (1) Disagree slightly (2) Neither agree nor disagree (3) Slightly agree (4) Strongly agree (5) MEAN Q29: Here are some things that other boaters have said about the Canal & River Trust. To what extent do you agree or disagree with each? 17

16 Summary of main current feelings about the Canal & River Trust All who would speak POSITIVELY about the Canal & River Trust Excellent service from local staff / good service to telephone queries (14) Increased activity/ increased maintenance works/obvious work is being undertaken (12) The trust is moving in the right direction general - (10) Trust isn t taking proper care of the canals, e.g. many canals are still awaiting repairs (10) Doing a good job - general (15) Noticeable improvement in communications (9) Not enough control users aren t abiding to rules, e.g. licences not being checked (8) All who would speak CRITICALLY about the Canal & River Trust The trust isn t taking proper care of the canals, e.g. many canals are still awaiting repairs (28) Not enough control users aren t abiding to rules, e.g. licences not being checked (11) Persecution/ harrassment of boaters (19) Too much focus on non-boating aspects of canals, e.g. trying to please cyclists etc.(17) The administration is out of touch with the needs of members (16) The trust isn t taking proper care of the moorings/lack of facilities, e.g. clean water supplies (9) Q1: Please can you tell us in your own words how you feel about the Canal & River Trust at the moment and what makes you feel this way? 18

17 Slight growth in boaters who would be critical of the waterways looked after by CRT Canal & River Trust Waterways Would speak highly of without being asked Would speak highly of if asked Would be neutral about if asked Would be critical of if asked Would be critical of without being asked No opinion Q8: To what extent would you speak positively or critically about the Canal & River Trust? Q10: To what extent would you speak positively or critically abut the waterways looked after by the Canal & River Trust? 19

18 Experience along Canal & River Trust waterways

19 Waterways experience: 2016 Summary Recommendation Satisfaction Overall upkeep Definitely (5) Very satisfied (5) Net: Probably (4) Possibly (3) Probably not (2) Definitely not (1) Don't Know Slightly satisfied (4) Neither satisfied, nor dissatisfied (3) Slightly dissatisfied (2) Very dissatisfied (1) 6 TARGET (def/prob): 70 Net: 5-7 Net: 1-4 Don't Know MEAN: Towpath Users (from Waterway Engagement Monitor: Apr 15-Mar 16): MEAN: Q4: Thinking about your boating on the Trust s canals and rivers over the past year, overall how satisfied were you with your experiences? Q5: How likely are you to recommend the Trust s waterways to other boaters? Q11: Please indicate how you rate the Canal & River Trust for each of the following 21

20 Satisfaction with waterway experiences perhaps slightly lower than it was 3-4 years ago Very satisfied (5) Quite satisfied (4) Neither satisfied nor dissatisfied (3) Quite dissatisfied (2) Very dissatisfied (1) Don't Know MEAN: Q4: Thinking about your boating on the Trust s canals and rivers over the past year, overall how satisfied were you with your experiences? 22

21 Satisfaction in 2016 is lower among residential boaters, especially those using as a permanent home: there are now more residential boaters overall which explains the overall drop in satisfaction ratings 13 Very satisfied (5) Slightly satisfied (4) Leisure cruiser (482) Any residential (542) Holiday home (52) 16 Temporary home (19) 32 Second home (138) Permanent home (310) Neither/nor (3) Slightly dissatisfied (2) Very dissatisfied (1) MEAN: MEAN 2013: CAUTION: Low base sizes (Holiday home, Temporary home, Other) Q4: Thinking about your boating on the Trust s canals and rivers over the past year, overall how satisfied were you with your experiences? 23

22 As in the past, Wales & Border rated highest for satisfaction. Boaters on London and North East waterways least likely to rate satisfaction positively Very satisfied Slightly satisfied All (1024) North West (111) North East (43) Manchester & Pennine (48) Wales and Borders (65) West Midlands (152) Central Shires (97) East Midlands (99) South Wales & Severn (40) South East (164) Kennet & Avon (87) London (118) Continuous Cruiser (223) very/ slightly 2013: Q4: Thinking about your boating on the Trust s canals and rivers over the past year, overall how satisfied were you with your experiences? 24

23 Levels of recommendation of the waterways also slightly lower than a few years ago Definitely (5) Probably (4) Possibly (3) Probably not (2) Definitely not (1) Don't Know MEAN: Home moorers Continuous cruisers Q5: How likely are you to recommend the Trust s waterways to other boaters? 25

24 Recommendation in 2016 lower among residential boaters, especially those using their boat as a permanent home 15 Definitely (5) Probably (4) Possibly (3) Probably not (2) MEAN: Leisure cruiser (482) Any residential (542) 26 5 Holiday home (52) 39 5 Temporary home (19) Second home (138) Permanent home (310) Definitely not (1) Don t know MEAN 2013: CAUTION: Low base sizes (Holiday home, Temporary home) Q5: How likely are you to recommend the Trust s waterways to other boaters? 26

25 Overall upkeep is a key driver of CRT advocacy and this has improved since However, a quarter still rate this as less than 5 out of 10 Overall upkeep of the waterways Excellent Net: 8-10 Good Just ok Poor Very poor Don't know Net: 5-7 Net: 1-4 Don't know MEAN: CAUTION: Different scale used from 2014 (10 point) Q11: Please indicate how you rate the Canal & River Trust for each of the following 28

26 Overall upkeep perceptions have improved since 2014 among both leisure and residential boaters Overall upkeep of waterways Net: Net: 5-7 Net: Don t know Leisure cruiser (482) Any residential (542) Holiday home (52) Temporary home (19) Second home (138) Permanent home (310) MEAN: MEAN 2014: CAUTION: Low base sizes (Holiday home, Temporary home) Q11: Please indicate how you rate the Canal & River Trust for each of the following 29

27 Overall upkeep rated most positively by boaters in S.Wales & Severn and Central Shires and least positively in Manchester & Pennine and North East Overall upkeep of waterways Net: All (1024) North West (111) North East (43) Manchester & Pennine (48) Wales and Borders (65) West Midlands (152) Central Shires (97) East Midlands (99) South Wales & Severn (40) South East (164) Kennet & Avon (87) London (118) Continuous Cruiser (223) Q11: Please indicate how you rate the Canal & River Trust for each of the following 30

28 The chart below (taken from 2014 survey) indicates that lack of maintenance is at the root of feelings about overall upkeep Net: 8-10 Overall upkeep 20 respondents Why do you rate Overall upkeep of the waterways as 1-7? Lack of maintenance e.g. dredging, overgrowing vegetation, towpath Poor work / not doing enough Net: 5-7 Net: 1-4 I don t believe this is the CRT's responsibility MEAN: 5.64 Locks improvement/locks maintenance Good enough / ok Poor depth Unclean / dirty / not enough attention paid to waterway infrastructure Lack of response to queries / no support / poor CRT staff Too much money wasted on other things No safety / safety issues CRT staff and volunteers are helpful / good staff Easy to cruise/happy/excellent/fantastic Other Q7. Please indicate using the scale provided how you rate the quality of each of the following aspects of the waterways? Base: All respondents W3 (n=625), all rating 1-7 excl. don t know (n=477) 31

29 Where comparisons available, ratings have improved since Still notable proportions rating less than 5 on most dimensions, especially issues around compliance Rating of the Canal & River Trust s responsibilities Net: 8-10 Net: 5-7 Net: 1-4 Don t believe is CRT responsibility No opinion Keeping grass verges cut Overall condition of locks Short-stay visitor moorings Places to moor that are deep enough Keep water deep enough for cruising Ease of obtaining mooring (perm/semiperm.) Keeping waterway/ towpath clear Managing Dealing with congestion unlicensed at locks etc. boats Managing user conflict Dealing with noncompliant boaters MEAN: MEAN 2014: Q11: Please indicate how you rate the Canal & River Trust for each of the following 32

30 A minority have an issue with mooring, particularly in London Visitor moorings Ease of finding space to moor up Happiness with mooring times 4 41 Always easy Usually easy Very happy Fairly happy Sometimes easy Rarely easy Not happy Not applicable Never easy Not applicable London 28 K&A Continuous Cruiser 33 Aged London Q13: Thinking specifically about visitor moorings over the past year how easy has it been to find space to moor up? Q14: Overall, how happy are you with the current mix of mooring times? 4hrs at key attractions, shopping points etc., 2 day or 7 days at other popular sites, 14 days elsewhere 33

31 Customer service

32 Fairness of the licensing system is a notable driver of CRT advocacy and perceptions have improved since 2014 Mean Scores Net: 8-10 Net: 5-7 Net: 1-4 No opinion Fairness of licensing fee system Length of licence yrs yrs yrs Type of use 6.6 Leisure 6.5 Permanent home 6.7 Second home 6.2 Holiday home 5.9 Temporary home Mooring 6.8 Home moorer 6.5 Continuous cruiser Boat type 6.6 Narrowboat 6.3 Cruiser 6.7 Other Age of boater 6.3 Aged Aged Aged 55+ MEAN: Q20: Overall, how do you rate the fairness of the licensing fee system? 35

33 Most rate licence renewal system at least 8 out of 10, with newer licence holders rating particularly well Rating of boat licence renewal experience Excellent Good Net: 8-10 Just ok 72 Net: 5-7 Poor Very poor Don't know Net: 1-4 Don't know MEAN: CAUTION: Different scale used from 2016 (10 point) Wording : Overall, how do you rate the following aspects of our boat licensing administration/overall service received from the CRT when applying for/renewing your licence? Q17b: How would you rate your last experience of renewing your boat licence? Held licence for 0-2 years

34 Those renewing online have comfortably the best renewal experience Difference in renewal experience by medium MEAN: Overall Net: 8-10 Net: 5-7 Net: 1-4 No opinion Q17a: How did you last renew your boat licence? Q17b: How would you rate your last experience of renewing your boat licence? 37

35 8 of all boaters claimed that they tried to renew online at their last renewal but found that they couldn t Renewal method summary Last renewal Reasons for not renewing online of these (8 of all boaters) tried to renew online All who tried online (8 of all boaters) Website froze/went down (24) Complex request/particular problem (21) Password/login issue (15) Poor/complex website (11) No notification/reminder (10) Option not available online (7) First/new license (5) 64 All who didn t try online (27 of all boaters) No/little computer access (16) Third party renewal (15) Reliable/secure (payment) (12) Would rather speak to a person (10) First/new license (6) Easier by phone (6) Preferred not to (6) Q17a: How did you last renew your boat licence? Q17c: Did you try to renew your boat licence online on this last occasion? Q17d: And why did you not renew online on this last occasion? ; all who renewed by post/phone n=359 38

36 Customer service generally well rated, especially among newer boaters. Lower ratings more likely among those aged 16-44yrs Rating of customer service overall in past year 16 held licence over 20 yrs 18 continuous cruisers 62 held licence for 0-2 years year olds last renewed online 20 London 19 North East 19 Manchester & Pennines Central Shires 58 South Wales & Severn 55 West Midlands Net: 8-10 Net: 5-7 Net: 1-4 No opinion Q26a: As a boater, how would you rate the customer service you have received from the Canal & River Trust over the past year? 41

37 58 of boaters claim to have called the customer service number in the past year. Main enquiries relate to licensing and defect reporting Frequency of calling customer service: Reasons for calling customer service () Every week About once every 2 weeks About once a month About once every 2-3 months Licensing enquiry Reporting a defect About once every 6 months Once in the past year 28 Mooring enquiry Continuous Cruisers Not called in the past year - but have called in the past Never called To make a complaint 8 Don't know 16 To give a compliment 3 25 Other 21 2 Q21: The Canal & River Trust s main telephone number is Over the past year, approximately how often have you called this number for customer services? Q22: And for what reasons did you call this number? ; all who called in the past year n=610 42

38 Influences on purchasing first boat yrs Residential Leisure Continuous cruiser Home mooring Hiring a boat for a holiday Always been interested in boats If offered me a home and lifestyle I wanted Always enjoyed spending time by canals and rivers Going out on a boat with family, friends or work mates Wanted to travel the country by boat Visiting canals and rivers when I was younger It offered me an affordable home Coastal boating experience It offered me a home in a convenient location Watching boats going through locks etc. Reading books, newspapers or magazines or watching TV progammes about boats and boating Reading books, newspapers or magazines or watching TV progammes about canals and rivers Boat trips with school or youth group 12-1 <1 1 1 Visiting a boat show <1 <1 - <1 Most Important To start a business from a boat Other Important 02 2 <1 <1 1 <1 Q32: Which, if any, from the following list provided the greatest influence on your decision to purchase your first boat? 47

39 So who are these younger boaters aged years? (10 of boaters) Communications Feelings on CRT 16-44s 45+ Permanent home Continuous cruiser Children 22 5 London 37 6 South East Waterway experience ( satisfied) Recommend waterways ( def/prob) Know CRT fairly/well Favourable to CRT Speak positively Ease of obtaining mooring Overall upkeep Short stay visitor moorings Congestion at locks, moorings etc. Finding space to moor up (always/usually) Not happy with mooring times Influence on boat purchase 16-44s 45+ Home and lifestyle wanted Affordable home 13 5 Comment on online forums Do not read publications Called customer services in past 12 months License enquiry Mooring enquiry Customer service ratings Communicate via social media + posting on boat Persecution/harassment of boaters Not taking care of moorings/lack of facilities Administration out of touch with needs Increasing fees bad idea/only interested in money Rules need to be clearer

40 For further information Please contact us if you have any questions or comments regarding the contents of this report Steve Mills, Director Tel : Steve.Mills@bdrc-continental.co.uk Stefanie Jirsak, Research Executive Tel : Stefanie.Jirsak@bdrc-continental.com Web 62