BUS BUS PASSENGER SURVEY RESULTS ARRIVA FOR: Arriva in Medway July 2010 (Kent) Council 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 Merseyside 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 all Medway area and for all Urban areas surveyed. 1
Sample Profile ARRIVA Medway Urban ARRIVA Medway Urban SAMPLE 763 892 5455 SAMPLE 763 892 5455 % % % % % % SEX JOURNEY PURPOSE Male 31 33 30 Commute 37 36 39 Female 65 64 66 Shopping 35 38 33 Not stated 4 4 4 Visiting friends/relatives 8 7 8 Sport/entertainment 2 2 2 AGE Day out 3 3 3 16-25 17 17 15 Travel to/from holiday 0 0 0 26-34 9 9 10 Personal business 4 4 4 35-44 10 12 13 Company business 1 1 1 45-54 14 13 15 Other 4 3 5 55-59 6 7 8 60+ 39 37 35 REGULAR TRAVELLER Yes (6 or more journeys in last 2 weeks) 45 42 47 DISABILITY No 49 53 49 Yes 21 19 18 Not stated 5 5 4 No 67 70 71 Not stated 12 11 12 OTHER POSSIBLE MODES TIME OF TRAVEL Car (passnger) 27 28 26 Peak (before 9:30 or between 4pm and 7pm) 40 41 39 Car (driver) 10 13 16 Off peak (between 9:30am and 4pm or after 60 59 61 Train 10 9 5 Taxi 16 16 21 CONCESSIONARY FARE Bicycle 3 3 6 Concession 40 36 36 On foot/walking 36 35 35 No concession 59 63 64 Metro/light rail/tram 0 0 0 Coach 0 0 0 Motorbike 1 1 1 Other 4 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 (727) 46% 4 6% 89 Medway (850) 4 44% 7% 89 Urban (5227) 48% 4 6% 90 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 (398) 59% 36% % very/fairly satisfied 95 Fare-payers (324) 36% 48% 9% 84 Age 16-25 (98) 38% 4 7% 6% 83 Age 26-34 (51) 3 5 1 4% 83 Age 35-54 (139) 3 5 1 4% 81 Age 55-59 (36) Sample size to small 97 Age 60+ (390) 6 34% 95 Peak travel (256) 38% 48% 8% 86 Non peak travel (471) 5 39% 90 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? 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 6% 4% 4% 4% 28% 26% 3 57% 58% 5 Satisfaction using that source of information (% very/fairly satisfied) ARRIVA Medway Urban Printed bus timetable 88 88 92 Online bus timetable - - 87 Traveline website - - - Transport Direct website - - - Other website - - - Phoned bus company - - - Phoned local council - - - Q7. How satisfied were you with the information sources you used? ARRIVA (763) Medway (892) Urban (5455) 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 18% 16% 7% 1 9% 36% 3 3 8% 8% 9% 16% 14% 19% 4% 6% ARRIVA (763) Medway (892) Urban (5455) 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 bef ore today From a travel office/travel f centre/bus station/booking office From a website From a local shop or post office From a machine at the bus stop Other None 6% 8% 18% 16% 17% 4% 9% 4% 66% 67% 57% (% very/fairly y easy) ARRIVA Medway Urban From the driver today 93 94 97 From a driver before today - - 92 Travel office/centre/bus station/booking office 81-85 From a website - - 96 From a local shop/post office - - 88 From machine at bus stop - - - ARRIVA (332) Medway (424) Urban (2700) 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 i A code so I can use a mobile phone to find the time of the next bus 1 1 24% 14% 1 28% 2 2 2 4% 19% 6 57% 6 7 7 7 ARRIVA (763) Medway (892) Urban (5455) Q11. Which of the following were available at the stop where you caught this bus? 7
Overall satisfaction with bus stop facilities Satisfaction with Bus Stop % very/fairly y satisfied ARRIVA (707) 2 4 17% 8% 1 65 Medway (829) 2 44% 17% 8% 1 65 Urban (5018) 28% 44% 14% 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 The timetable information 4 47% 8% 4% provided (392) % very/fairly satisfied ARRIVA Medway Urban 87 86 87 Any route maps provided (79) 44% 4 14% 84 83 86 The provision of shelter (452) 4 4 1 82 81 83 Any electronic information e.g. showing time of next bus (82) 44% 34% 9% 9% 78 77 88 Your personal safety at the bus stop (674) 36% 36% 18% 72 73 77 The cleanliness and freedom from graffiti (618) 27% 37% 17% 1 8% 64 66 73 The amount of litter (573) 27% 36% 17% 1 8% 63 65 69 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 Medway Urban Under 2 mins 10 10 14 2-5 mins 29 30 38 More than 5 mins, and up to 10 mins 33 33 28 More than 10 mins and up to 15 mins 14 14 10 More than 15 mins 10 11 7 Not sure 1 1 1 Q14. How long did you wait for your bus? How waiting time for the bus compared with expectation ARRIVA (763) 1 67% 18% Medway (892) 1 66% 19% Urban (5455) 1 67% 17% 4% 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 Medway Urban The length of time you had to wait for the bus (700) 3 39% 1 8% 7% 74 73 78 Whether the bus arrived on time (620) 36% 3 1 8% 9% 72 71 77 The frequency of buses on this route (658) 3 3 1 9% 1 67 66 71 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 % very/fairly satisfied ARRIVA Medway Urban The ease of getting on and off the bus (731) 6 3 4% 93 94 95 The information provided on the outside of the bus (route number and destination) (699) 6 3 93 92 91 Being able to get a seat (696) 5 3 8% 87 88 89 The cleanliness and condition of the outside of the bus (698) 4 4 1 82 84 82 The cleanliness and condition of the inside of the bus (707) 38% 44% 1 7% 82 83 80 Your personal security whilst on the bus (684) 39% 4 14% 81 83 83 Room for all the passengers to sit or stand (694) 4 39% 1 6% 80 82 83 The temperature inside the bus (694) 4 39% 1 6% 79 79 81 The comfort of the seats (693) 3 4 14% 6% 78 77 76 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 Medway Urban The length of time your journey took (703) 38% 4 1 6% 79 80 83 The information provided 3 37% 26% 4% inside the bus (601) 67 67 68 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. Sample size for Arriva to small to include in chart 6 5 46% 37% 4 3 3 2 2 18% 1 1 1 39% 3 34% 4 36% 28% 29% 24% 26% 5 5 5 48% 4 3 2 1 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 ARRIVA (49) Medway y( (59) Urban (300) Q21. Why were you dissatisfied with the time the journey took? Other reasons Timetable information Route information Electronic information Audio information Another type of information ARRIVA (36) Medway (41) Urban (265) 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 Medway Urban The appropriateness of the speed (702) 48% 39% 9% 87 87 88 Your feeling of safety from road accidents during the journey (698) 48% 4 9% 87 87 88 The driver's appearance (707) 49% 3 14% 83 84 88 The helpfulness and attitude of the driver (705) 49% 3 1 4% 82 83 84 The smoothness and freedom from jolting during your journey (710) 37% 4 1 80 79 79 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 (538) 3 2 1 1 18% 53 Medway (648) 3 24% 1 1 1 57 Urban (4074) 38% 27% 1 1 1 65 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 % very/fairly satisfied Fare-payers (303) 1 2 17% 2 2 38 Free pass holders (234) 69% 2 9% 89 Age 16-25 (90) 14% 19% 18% 2 27% 33 Age 26-34 (49) 2 18% 16% 2 2 41 Age 35-54 (125) 1 27% 16% 2 2 39 Age 55-59 (34) Sample size to small 60 Age 60+ (220) 64% 18% 1 6% 82 Peak travel (212) 18% 2 17% 2 2 41 Non peak travel (326) 4 2 1 9% 16% 63 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? 14
Peak vs Off-peak comparison Key variations in satisfaction between peak and off-peak ARRIVA The value for money of your journey 4 6 The helpfulness and attitude of the driver The driver's appearance 7 77% 86% 87% The temperature inside the bus 74% 8 The length of time your journey took 74% 8 Peak Off-peak 15
Key drivers of overall satisfaction Impact of individual factors on overall satisfaction with bus journey ARRIVA in Medway Kent 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 Medway Kent Medway Kent Urban The Length Of Time Your Journey Took The Helpfulness And Attitude Of The Driver Whether The Bus Arrived On Time The Information Provided On The Outside Of The Bus (Route Number And Destination) The Value For Money Of Your Journey Others 16
Satisfaction and Impact Satisfaction with individual factors and their impact on overall journey satisfaction Arriva in Medway area More Priorities for improvement Journey time Punctuality Helpfulness / attitude of driver I m p a c t Less Value for money Litter at stop Cleanliness at stop Service frequency Information inside bus Temperature on bus Information on outside of bus Smoothness of the ride Ease of getting on / off Length of time Personal waited at stop security on bus Personal Appropriateness of speed safety Route map provided at stop at stop Comfort of seats Cleanliness Feeling safe from Real time at stop outside of bus accidents Getting a seat Cleanliness inside bus Timetable Shelter at stop information at stop Room for everyone to sit / stand Driver appearance Lower Satisfaction a t i Higher 17
Questionnaire (1) Above is a copy of the questionnaire, used in November 2009 18
Questionnaire (2) Above is a copy of the questionnaire, used in November 2009 19
Questionnaire (3) Above is a copy of the questionnaire, used in November 2009 20
Questionnaire (4) Above is a copy of the questionnaire, used in November 2009 21