BUS BUS PASSENGER SURVEY RESULTS ARRIVA FOR: Arriva in Merseyside November 2009 PTE (Merseytravel) area July 2010 Contacts Ian Wright Passenger Focus 2nd Floor, One Drummond Gate, Pimlico, London SW1V 2QY Tel: 0300 123 0860 Email: ian.wright@passengerfocus.org.uk David Chilvers Continental Research Kingsbourne House 229-231 High Holborn London WC1V 7DA Tel: 020 7490 9111 Email: dave.chilvers@continentalresearch.com
Contents Methodology 1 Sample profile 2 Overall Satisfaction 3 Planning the journey 4 Ticketing used for journey 5 Method of Buying Ticket 6 Bus Stop Facilities 7 Satisfaction with Bus Stop 8 Time Waiting for Bus 9 Satisfaction with Waiting for Bus 10 On the bus (satisfaction with on the bus factors) 11 On the bus (satisfaction with length of journey and provision of information) 12 The Bus Driver 13 Value for Money 14 Peak / non peak comparison 15 Key drivers of overall satisfaction 16 Satisfaction and Impact 17 Appendix - The Questionnaire 18-21 Page
Methodology Passenger Focus undertook a survey of bus passenger satisfaction in the following areas in November 2009: PTE Ub Urban County South Yorkshire Stoke-on-Trent Shropshire West Yorkshire Brighton Cumbria Merseytravel Medway Kent Cornwall Greater Manchester Plymouth Hampshire Swindon Cambridgeshire The survey used a self-completion questionnaire, which was handed to passengers onboard the bus during their journey. A copy of the questionnaire is included in the appendices to this report. The survey was administered on a pre-selected sample of bus services in each area. The sample of bus services was designed to be broadly representative of operator market share and service frequency. A database of local bus services was created for each area and stratified by operator and service frequency. A sample of services was then selected using a Probability Proportional to Size approach. The results for each geographical area were then weighted to accurately reflect the market share of operators in the area. Results were also weighted according to the proportion of journeys made by concessionary passengers, based on data provided by the TAS partnership. This report presents the survey results for ARRIVA and compares them to the results for Merseytravel' and for all PTE areas surveyed. 1
Sample Profile ARRIVA PTEs ARRIVA Merseytravel Merseytravel PTEs SAMPLE 1046 2034 8053 SAMPLE 1046 2034 8053 % % % % % % SEX JOURNEY PURPOSE Male 34 32 32 Commute 44 38 41 Female 63 64 64 Shopping 30 35 31 Not stated 4 4 4 Visiting friends/relatives 8 10 10 Sport/entertainment 2 2 3 AGE Day out 2 2 2 16-25 17 14 17 Travel to/from holiday 0 0 0 26-34 9 7 9 Personal business 3 3 4 35-44 13 12 12 Company business 0 0 1 45-54 17 17 16 Other 5 5 5 55-59 10 9 9 60+ 31 36 32 REGULAR TRAVELLER Yes (6 or more journeys in last 2 weeks) 56 53 53 DISABILITY No 39 43 43 Yes 20 22 20 Not stated 4 4 4 No 68 65 69 Not stated 13 13 12 OTHER POSSIBLE MODES TIME OF TRAVEL Car (passnger) 22 21 25 Peak (before 9:30 or between 4pm and 7pm) 32 32 34 Car (driver) 8 9 12 Off peak (between 9:30am and 4pm or after 68 68 66 Train 17 15 9 Taxi 28 26 21 CONCESSIONARY FARE Bicycle 5 4 4 Concession 32 37 33 On foot/walking 28 29 30 No concession 68 63 67 Metro/light rail/tram 1 1 3 Coach 0 0 0 Motorbike 0 0 0 Other 3 4 4 NB: Throughout this report, base size information relates to the unweighted base, to show the real number of passengers who were interviewed to provide the results. However, all data shown in the report, including sample profile data here, is weighted. 2
Overall Satisfaction Overall satisfaction with bus journey % very/fairly satisfied ARRIVA (1003) 4 4 8% 87 Merseytravel (1940) 49% 40% 7% 88 PTEs (7676) 4 4 7% 87 Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied Q26. Overall, taking everything into account from start to end of this bus journey, how satisfied were you with your bus journey today? Overall journey satisfaction by key passenger groups for ARRIVA Free pass holders (438) Fare-payers (561) 60% 32% 35% 50% 10% % very/fairly satisfied 92 85 Age 16-25 (141) 29% 57% 9% 5% 86 Age 26-34 (80) 3 55% 8% 89 Age 35-54 (254) 37% 48% 9% 6% 85 Age 55-59 (86) 37% 41% 17% 1% 77 Age 60+ (428) 60% 32% 93 Peak travel (298) 36% 51% 9% 87 Non peak travel (705) 46% 41% 8% 87 Very satisfied Fairly satisfied Neither satisfied nor dissatisfied d Fairly dissatisfied d Very dissatisfied d Q26. Overall, taking everything into account from start to end of this bus journey, how satisfied were you with your bus journey today? 3
Planning the journey Information sources used to plan journey Printed bus timetable Online bus timetable from bus company website Traveline website Transport Direct website Other website Phoned bus company Phoned local council Other None 2% 2% 2% 2% 1% 1% 1% 0% 0% 1% 1% 0% 1% 1% 0% 0% 0% 2 25% 27% 62% 60% 60% Satisfaction using that source of information (% very/fairly satisfied) ARRIVA Merseytravel PTEs Printed bus timetable 86 86 87 Online bus timetable - - 91 Traveline website - - 91 Transport Direct website - - - Other website - - - Phoned bus company - - 71 Phoned local council - - - Q7. How satisfied were you with the information sources you used? ARRIVA (1046) Merseytravel (2034) PTEs (8053) Q6. What information sources did you use to help plan your journey today? (please tick all that apply) 4
Ticket used for journey Ticket used for journey Single ticket paid for in cash Return ticket paid for in cash Free bus pass for the elderly Free bus pass for people with a disability Discount ticket (student/other) One day bus pass Travel pass covering bus and other modes of transport valid for one day Bus pass valid for more than one day Travel pass covering bus and other modes of transport valid for more than one day Other 2% 6% 7% 5% 2% 7% 6% 8% 2% 2% 1% 8% 8% 7% 17% 19% 19% 26% 30% 28% 25% 19% 20% ARRIVA (1046) Merseytravel (2034) PTEs (8053) Q2. What type of ticket did you use for this journey? 5
Method of Buying Ticket Method of buying ticket Rating the ease of buying a ticket using that method From the driver today From a driver before today From a travel office/travel centre/bus station/booking of fice From a website From a local shop or post office From a machine at the bus stop Other None 16% 1 17% 16% 15% 1 6% 12% 10% 5% 0% 0% 0% 6% 6% 6% 2% 2% 4 49% 5 (% very/fairly y easy) ARRIVA Merseytravel PTEs From the driver today 98 98 97 From a driver before today 96 97 96 Travel office/centre/bus station/booking office 90 88 90 From a website - 86 90 From a local shop/post office 86 86 89 From machine at bus stop - - - ARRIVA (577) Merseytravel (974) PTEs (4168) Q3. How did you buy your ticket? * Base: all fare-paying passengers Q4. And how easy did you find buying this ticket was it? * Base: all fare-paying passengers 6
Bus Stop Facilities Facilities at the bus stop (% saying facility was available) A shelter An electronic display showing length of time till next bus is due to arrive A timetable A route map Lighting A code so I can use a mobile phone to find the time of the next bus 12% 11% 18% 11% 9% 17% 15% 1 25% 22% 29% 26% 75% 70% 7 71% 66% 66% ARRIVA (1046) Merseytravel (2034) PTEs (8053) Q11. Which of the following were available at the stop where you caught this bus? 7
Satisfaction with Bus Stop Overall satisfaction with bus stop facilities % very/fairly satisfied ARRIVA (988) 2 45% 16% 8% 7% 69 Merseytravel (1882) 25% 4 16% 8% 7% 69 PTEs (7511) 27% 4 15% 8% 6% 71 Very satisfied Fairly satisfied Neither satisfied nor dissatisfied d Fairly dissatisfied d Very dissatisfied d Q13. Overall, how satisfied were you with the facilities at the bus stop? Satisfaction with bus stop facilities Any electronic information e.g. showing time of next bus (112) 6 25% 7% % very/fairly satisfied ARRIVA Merseytravel PTEs 88 86 90 Any route maps provided (92) 5 31% 9% 84 86 85 The timetable information provided (655) 47% 36% 9% 84 85 85 The provision of shelter (674) 45% 38% 8% 6% 83 84 84 Your personal safety at the bus stop (939) 38% 36% 17% 5% 74 77 78 The cleanliness and freedom from graffiti (852) 32% 40% 1 9% 6% 72 74 74 The amount of litter (814) 29% 40% 1 12% 6% 69 71 70 Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied Q12. Thinking about the bus stop where you boarded, how satisfied were you with each of the following? (Satisfaction with provision of shelter, timetable information, route maps and electronic information based on respondents saying relevant facility is available) 8
Time Waiting for Bus Length of time waited for bus (% waiting for ) ARRIVA Merseytravel PTEs Under 2 mins 10 11 12 2-5 mins 39 39 37 More than 5 mins, and up to 10 mins 30 29 29 More than 10 mins and up to 15 mins 12 11 11 More than 15 mins 7 6 8 Not sure 0 1 1 Q14. How long did you wait for your bus? How waiting time for the bus compared with expectation ARRIVA (1046) 1 6 18% Merseytravel (2034) 1 66% 18% PTEs (8053) 12% 65% 20% Less time than you expected About the length of time you expected Longer than you expected No answer Q15. Thinking about the time you waited for this bus today, was it? 9
Satisfaction with Waiting for Bus Satisfaction with factors around waiting for the bus % very/fairly satisfied ARRIVA Merseytravel PTEs The length of time you had to wait for the bus (955) 37% 40% 10% 7% 6% 77 78 74 Whether the bus arrived on time (851) 36% 36% 12% 8% 8% 72 75 72 The frequency of buses on this route (896) 29% 36% 10% 1 12% 65 64 63 Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied Q19. How satisfied were you with each of the following? 10
On the bus Satisfaction with on the bus factors The ease of getting on and off the bus (996) 59% 3 % very/fairly satisfied ARRIVA Merseytravel PTEs 93 94 93 The information provided on the outside of the bus (route number and destination) (969) 57% 3 5% 90 91 90 Being able to get a seat (975) 52% 37% 6% 89 89 88 Room for all the passengers to sit or stand (958) 4 41% 10% 5% 84 85 83 The temperature inside the bus (951) 38% 4 10% 7% 80 83 80 The cleanliness and condition of the outside of the bus (955) 36% 4 1 79 82 79 Your personal security whilst on the bus (926) 36% 4 16% 79 82 81 The comfort of the seats (959) 29% 46% 15% 7% 75 78 75 The cleanliness and condition of the inside of the bus (963) 29% 4 1 8% 5% 73 79 74 Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied Q20. Thinking about the bus journey itself, please indicate how satisfied you were with each of the following? 11
On the bus Satisfaction with on the bus factors: length of journey and provision of information % very/fairly satisfied ARRIVA Merseytravel PTEs The length of time your journey took (955) 4 41% 10% 83 86 81 The information provided inside the bus (832) 25% 35% 31% 7% 60 64 62 Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied Q20. Thinking about the bus journey itself, please indicate how satisfied you were with each of the following? Reasons for dissatisfaction with time the journey took Preferences for on the bus information % saying. % saying. 46% 41% 37% 25% 27% 29% 26% 2 2 9% 9% 10% 3 31% 30% 32% 29% 26% 35% 30% 2 57% 58% 57% 51% 51% 48% 4 39% 39% 17% 1 12% 1 15% 1 The amount The route the The slow Poor weather The time the Time for of traffic on bus took driving speed conditions bus waited at passengers the road stops to board and pay tickets Other reasons ARRIVA (60) Merseytravel (95) PTEs (530) Q21. Why were you dissatisfied with the time the journey took? Timetable information Route information Electronic information Audio information Another type of information ARRIVA (73) Merseytravel (109) PTEs (461) Q22. You said that you were not satisfied with the information provided inside the bus. What information would you like to be provided? 12
The Bus Driver Satisfaction with bus driver factors % very/fairly y satisfied ARRIVA Merseytravel PTEs The appropriateness of the speed (964) 4 42% 10% 86 88 87 Your feeling of safety from road accidents during the journey (962) 4 40% 12% 84 87 86 The driver's appearance (959) 45% 38% 15% 83 86 85 The helpfulness and attitude of the driver (939) 39% 38% 17% 77 81 79 The smoothness and freedom from jolting during your journey (967) 32% 4 1 8% 76 79 77 Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied Q23. Thinking about the driver, please indicate how satisfied you were with each of the following? 13
Value for Money Satisfaction with value for money of your journey % very/fairly satisfied ARRIVA (771) 35% 29% 1 11% 11% 64 Merseytravel (1421) 42% 28% 1 8% 9% 71 PTEs (6040) 39% 28% 1 10% 10% 67 Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied Q20. Thinking about the bus journey itself, please indicate how satisfied you were with each of the following.the value for money of your journey? Satisfaction with value for money by key passenger groups for ARRIVA Fare-paying (527) 27% 30% 16% 1 1 % very/fairly satisfied 57 Free pass holders (241) 66% 2 7% 90 Age 16-25 (133) 27% 2 17% 17% 16% 50 Age 26-34 (77) 30% 29% 20% 8% 1 60 Age 35-54 (237) 25% 35% 15% 1 11% 59 Age 55-59 (75) 3 29% 1 7% 17% 63 Age 60+ (230) 6 2 8% 87 Peak travel (252) 26% 36% 16% 12% 10% 62 Non peak travel (519) 40% 25% 1 10% 11% 65 Very satisfied Fairly satisfied Neither satisfied nor dissatisfied d Fairly dissatisfied d Very dissatisfied d Q20. Thinking about the bus journey itself, please indicate how satisfied you were with each of the following.the value for money of your journey? 14
Peak vs Off-peak comparison Key variations in satisfaction between peak and off-peak ARRIVA Your personal safety at the bus stop 68% 77% Any electronic information e.g. 86% 9 Your personal 7 security whilst on the bus 81% The comfort of the seats 70% 77% The driver's appearance 79% 85% Peak Off-peak 15
Drivers of overall satisfaction Impact of individual factors on overall satisfaction with bus journey Arriva in Merseytravel The figures in this chart are computed using a regression analysis which measures the correlation between overall satisfaction and satisfaction with individual factors. The more highly correlated a factor is, the greater its influence is likely to be on overall satisfaction. Arriva in Merseytravel Merseytravel PTEs The Length Of Time Your Journey Took Being Able To Sit The Timetable Information Provided d Others The Comfort Of The Seats Your Personal Safety At The Bus Stop 16
Satisfaction and Impact Satisfaction with individual factors and their impact on overall journey satisfaction Arriva in Merseytravel area More Priorities for improvement Journey time Comfort of seats I m p a c t Service frequency Value for money Personal safety at stop Cleanliness li inside id bus Litter at stop Punctuality Cleanliness at stop Length of time waited at stop Smoothness of the ride Feeling safe from accidents Helpfulness / attitude of driver Temperature on bus Driver appearance Appropriateness of speed Shelter at stop Getting a seat Timetable information at stop Real time at stop Ease of getting on / off Information on outside of bus Less Information inside bus Cleanliness outside of bus Personal security on bus Room for everyone to sit / stand Route map provided at stop Lower Satisfaction a t i Higher 17
Questionnaire (1) Above is a copy of the questionnaire, used in November 2009 19
Questionnaire (2) Above is a copy of the questionnaire, used in November 2009 20
Questionnaire (3) Above is a copy of the questionnaire, used in November 2009 21
Questionnaire (4) Above is a copy of the questionnaire, used in November 2009 22