Boat Owners Survey 2016 April 2016
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* 2013 2011 2009 Methodology Online survey conducted in March 2016 1,024 responses: 223 continuous cruisers 801 home mooring Invitations sent out via: Email: 935 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
Key context: half of boaters now claim that the primary use of their boat is for residential purposes 2011 2013 2014 2016 I use it to cruise the waterways in my leisure time 64 59 56 50 1 As a permanent home (primary residence) 15 21 21 16 10 As a second home where I live for extended periods/alternative to my main residence 11 11 11 11 2 As a holiday home 6 5 8 5<1 As a temporary home where I live when at work 2 2 1 2 <1 Other 2 3 2 2<1 Continuous cruiser Home mooring Q31: Which of the following options best describes how you use your boat most of the time? 3
Type of use by region Other Temporary when work Holiday home 5 1 1 5 2 6 2 3 1 4 2 2 4 3 2 3 0 10 8 9 4 4 2 2 8 9 8 15 14 19 13 1 8 15 6 14 17 15 18 10 19 25 27 25 10 23 27 30 61 Second home Permanent home Leisure 66 58 52 67 56 50 54 49 62 41 22 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
Agenda Relationship with the Canal & River Trust Experience along Canal & River Trust waterways Customer service Communications Boater demographics and behaviour 5
Relationship with the Canal & River Trust
There is a growing level of familiarity with the Canal & River Trust among boaters Waterway Engagement Monitor (E&W residents) Apr 15-Mar 16 5 14 39 2013 6 29 Boat Owners Views 2014 2016 5 5 39 43 46 39 41 42 20 17 10 ( 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
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 16 14 Boat Owners Views 2013 2014 2016 5 7 9 41 41 38 45 32 42 33 27 15 9 15 4 14 5 ( 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
Similar positive movements in terms of advocacy of CRT since 2014 Waterway Engagement Monitor (E&W residents) Boat Owners Views Apr 15-Mar 16 2013 2014 2016 8 7 7 10 31 34 36 40 39 43 34 26 22 ( of all aware) 14 19 4 20 4 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
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 52 56 Cruiser 43 52 favourable would speak highly Other 28 35 Boater type Continuous cruiser 37 46 favourable Home mooring 52 56 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
Younger boaters are comfortably the most critical of all boater groups Speak critically Age Type of use Aged 16-44 (10) 46 Leisure (52) 19 Perm. home (26) 33 Aged 45-54 (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
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 36 36 North West 53 50 Manchester & Pennines 51 46 North Wales & Border 63 57 Central Shires 65 61 West Midlands 58 61 East Midlands 58 50 South East 53 47 South Wales & Severn 53 51 Kennet & Avon 54 40 London 40 30 Significantly higher than Leisure Residential Male Female 42 47 57 61 Type of use 36 42 53 58 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
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-email 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 Email 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
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) 2014 2016 9 9 12 11 21 17 26 residential 32 continuous cruising 43 16-44 years olds 30 females Neither agree nor disagree (3) Slightly agree (4) Strongly agree (5) 38 20 34 29 68 leisure users 65 home mooring 67 55+ years olds 66 male MEAN: 3.47 3.63 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
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 2014 2016 The Canal & River Trust values the views of the people who boat on its waterways 2014 2016 19 16 22 31 18 25 12 14 16 14 22 21 Disagree strongly (1) Disagree slightly (2) Neither agree nor disagree (3) 20 29 10 11 33 32 17 18 Slightly agree (4) Strongly agree (5) MEAN 2.80 3.01 3.28 3.25 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
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
Slight growth in boaters who would be critical of the waterways looked after by CRT Canal & River Trust 2016 2013 Waterways 2014 2016 10 13 14 14 40 40 40 40 26 30 26 23 20 4 15 18 3 20 3 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
Experience along Canal & River Trust waterways
Waterways experience: 2016 Summary Recommendation Satisfaction Overall upkeep Definitely (5) Very satisfied (5) 39 37 Net: 8-10 24 Probably (4) Possibly (3) Probably not (2) Definitely not (1) Don't Know 30 31 17 Slightly satisfied (4) Neither satisfied, nor dissatisfied (3) Slightly dissatisfied (2) 13 9 13 3 Very dissatisfied (1) 6 TARGET (def/prob): 70 Net: 5-7 Net: 1-4 Don't Know 51 25 MEAN: 3.94 3.80 5.90 Towpath Users (from Waterway Engagement Monitor: Apr 15-Mar 16): MEAN: 3.98 83 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
Satisfaction with waterway experiences perhaps slightly lower than it was 3-4 years ago 2011 2013 2014 2016 Very satisfied (5) 37 36 32 37 63 73 72 32 35 35 31 16 13 12 14 11 12 11 13 4 4 10 6 68 Quite satisfied (4) Neither satisfied nor dissatisfied (3) Quite dissatisfied (2) Very dissatisfied (1) Don't Know MEAN: 3.9 3.9 3.6 3.8 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
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) 40 34 38 38 42 31 Slightly satisfied (4) 31 31 38 14 12 10 13 14 29 13 12 5 8 10 4 5 Leisure cruiser (482) Any residential (542) Holiday home (52) 16 Temporary home (19) 32 Second home (138) 28 17 13 11 Permanent home (310) Neither/nor (3) Slightly dissatisfied (2) Very dissatisfied (1) MEAN: MEAN 2013: 3.9 3.7 4.1 3.3 3.9 3.6 3.9 3.8 4.2 3.9 3.8 3.8 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
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 68 37 63 36 53 21 63 81 25 56 76 76 72 71 66 65 40 46 39 24 48 38 54 63 27 38 Slightly satisfied 31 27 32 38 24 36 30 33 23 28 41 28 24 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: 71 72 63 58 74 74 70 71 72 64 72 56 67 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
Levels of recommendation of the waterways also slightly lower than a few years ago 2009 2011 2013 2014 2016 43 38 41 41 39 71 73 73 72 69 34 31 32 31 30 Definitely (5) Probably (4) Possibly (3) Probably not (2) 16 19 17 16 17 8 7 6 9 9 2 2 3 4 3 Definitely not (1) Don't Know MEAN: 4.1 4.0 4.0 4.0 3.9 Home moorers Continuous cruisers 4.0 3.6 Q5: How likely are you to recommend the Trust s waterways to other boaters? 25
Recommendation in 2016 lower among residential boaters, especially those using their boat as a permanent home 15 Definitely (5) 42 35 39 10 42 33 Probably (4) 31 29 27 30 30 33 Possibly (3) Probably not (2) MEAN: 19 16 11 6 3 4 Leisure cruiser (482) Any residential (542) 26 5 Holiday home (52) 39 5 Temporary home (19) 19 13 14 5 4 5 Second home (138) Permanent home (310) 4.1 3.8 4.0 2.9 4.1 3.7 Definitely not (1) Don t know MEAN 2013: 4.1 3.9 4.2 3.9 4.0 3.8 CAUTION: Low base sizes (Holiday home, Temporary home) Q5: How likely are you to recommend the Trust s waterways to other boaters? 26
Overall upkeep is a key driver of CRT advocacy and this has improved since 2014. However, a quarter still rate this as less than 5 out of 10 Overall upkeep of the waterways Excellent 2008 2009 2011 2013 2014 2016 7 7 2 3 20 24 Net: 8-10 Good Just ok Poor Very poor Don't know 36 43 42 40 39 31 32 40 13 13 17 13 4 4 5 5 51 51 28 25 Net: 5-7 Net: 1-4 Don't know MEAN: 3.4 3.4 3.1 3.2 5.6 5.9 CAUTION: Different scale used from 2014 (10 point) Q11: Please indicate how you rate the Canal & River Trust for each of the following 28
Overall upkeep perceptions have improved since 2014 among both leisure and residential boaters Overall upkeep of waterways 26 22 18 24 26 22 Net: 8-10 50 43 45 61 51 55 Net: 5-7 Net: 1-4 23 26 20 29 19 31 Don t know Leisure cruiser (482) Any residential (542) Holiday home (52) Temporary home (19) Second home (138) Permanent home (310) MEAN: 6.1 5.7 6.0 5.6 6.1 5.5 MEAN 2014: 5.7 5.5 CAUTION: Low base sizes (Holiday home, Temporary home) Q11: Please indicate how you rate the Canal & River Trust for each of the following 29
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: 8-10 6.72 5.90 5.80 6.43 6.24 6.05 5.94 5.75 5.76 5.65 5.35 5.45 4.94 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
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 23 48 Net: 5-7 Net: 1-4 I don t believe this is the CRT's responsibility 51 28 1 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 1 1 3 3 5 7 15 15 14 13 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
Where comparisons available, ratings have improved since 2014. 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 35 42 Overall condition of locks 50 18 23 Short-stay visitor moorings Places to moor that are deep enough Keep water deep enough for cruising 40 41 40 32 33 36 4 3 6 4 3 Ease of obtaining mooring (perm/semiperm.) 24 22 22 21 20 19 18 13 11 8 19 22 10 29 Keeping waterway/ towpath clear 39 42 40 2 Managing Dealing with congestion unlicensed at locks etc. boats 25 3 11 Managing user conflict 28 30 39 36 42 3 Dealing with noncompliant boaters 27 20 21 21 MEAN: 6.46 5.95 5.47 5.45 5.32 5.59 5.16 5.54 4.58 4.69 4.27 MEAN 2014: 4.81 5.41 4.53 Q11: Please indicate how you rate the Canal & River Trust for each of the following 32
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 37 80 23 Very happy Fairly happy Sometimes easy Rarely easy 37 57 Not happy Not applicable Never easy Not applicable 11 6 5 17 29 London 28 K&A 15 5 22 Continuous Cruiser 33 Aged 16-44 26 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
Customer service
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 2014 2016 29 36 37 41 24 14 10 9 Length of licence 6.8 0-5 yrs 6.5 6-20 yrs 6.1 21+ 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 16-44 6.2 Aged 45-54 6.7 Aged 55+ MEAN: 5.8 6.6 Q20: Overall, how do you rate the fairness of the licensing fee system? 35
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 2008 2009 2011 2013 2016 30 32 34 41 Net: 8-10 Just ok 72 Net: 5-7 Poor Very poor Don't know 43 43 50 46 15 15 3 12 3 9 12 15 11 2 Net: 1-4 Don't know MEAN: 3.9 4.0 4.1 4.2 8.0 CAUTION: Different scale used from 2016 (10 point) Wording 2008-2013: 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 8.3 36
Those renewing online have comfortably the best renewal experience Difference in renewal experience by medium MEAN: Overall 72 15 11 2 8.0 77 15 7 8.3 65 20 12 3 7.6 62 15 22 1 7.4 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
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 19 16 23 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
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 9 26 16-44 year olds 12 53 last renewed online 20 London 19 North East 19 Manchester & Pennines 29 50 58 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
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: 0303 040 4040 Reasons for calling customer service () Every week About once every 2 weeks About once a month About once every 2-3 months 3 10 16 Licensing enquiry Reporting a defect 38 49 About once every 6 months Once in the past year 28 Mooring enquiry 15 32 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 0303 040 4040. 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
Influences on purchasing first boat 2016 16-44yrs Residential Leisure Continuous cruiser Home mooring Hiring a boat for a holiday 22 15 5 15 28 5 24 Always been interested in boats 14 26 10 10 18 8 15 If offered me a home and lifestyle I wanted 14 11 39 29 1 38 11 Always enjoyed spending time by canals and rivers 12 30 9 9 15 9 12 Going out on a boat with family, friends or work mates 11 15 4 7 14 7 11 Wanted to travel the country by boat 9 22 5 9 8 14 8 Visiting canals and rivers when I was younger 5 20 7 4 6 4 5 It offered me an affordable home 5 8 13 10 1 9 5 Coastal boating experience 2 7 1 1 3 2 2 It offered me a home in a convenient location 2 6 3 2 1-2 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 1 1 1 14 12 14 1 1 1 1 2 1 1 1 1 1 1 1 1 1 1 Boat trips with school or youth group 12-1 <1 1 1 Visiting a boat show 0 9 - <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
So who are these younger boaters aged 16-44 years? (10 of boaters) Communications Feelings on CRT 16-44s 45+ Permanent home 64 21 Continuous cruiser 46 10 Children 22 5 London 37 6 South East 18 13 Waterway experience ( satisfied) Recommend waterways ( def/prob) 60 70 44 72 Know CRT fairly/well 52 49 Favourable to CRT 35 57 Speak positively 29 52 Ease of obtaining mooring 3.2 6.0 Overall upkeep 5.2 6.0 Short stay visitor moorings 5.1 5.6 Congestion at locks, moorings etc. Finding space to moor up (always/usually) 5.0 5.6 43 41 Not happy with mooring times 33 13 Influence on boat purchase 16-44s 45+ Home and lifestyle wanted 39 12 Affordable home 13 5 Comment on online forums 34 16 Do not read publications 38 12 Called customer services in past 12 months 78 55 License enquiry 59 48 Mooring enquiry 30 13 Customer service ratings 6.3 7.4 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 24 5 15 4 11 6 5 1 Rules need to be clearer 6 1 55
For further information Please contact us if you have any questions or comments regarding the contents of this report Steve Mills, Director Tel : 020 7400 0381 Steve.Mills@bdrc-continental.co.uk Stefanie Jirsak, Research Executive Tel : 020 7400 1014 Stefanie.Jirsak@bdrc-continental.com Web www.bdrc-continental.com 62