BUS PASSENGER SURVEY RESULTS FOR: BUS PASSENGER SURVEY Brighton & Hove Bus Company Brighton & Hove Bus Company in Brighton & Hove Council area July 2010 November 2009 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 Key drivers of overall satisfaction 15 Satisfaction and Impact 16 Appendix - The Questionnaire i 17-20 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 & Hove 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 Brighton and Hove Bus and compares them to the results for all Brighton and Hove City Council area and to all Urban areas surveyed. 1
Sample Profile Brighton & Hove Bus All Brighton & Hove All Urban Areas Brighton & Hove Bus All Brighton & Hove SAMPLE 1165 1426 5455 SAMPLE 1165 1426 5455 % % % % % % SEX JOURNEY PURPOSE Male 30 30 30 Commute 39 38 39 Female 66 65 66 Shopping 27 29 33 Not stated 4 5 4 Visiting friends/relatives 8 8 8 Sport/entertainment 3 3 2 AGE Day out 3 3 3 16-25 14 13 15 Travel to/from holiday 0 0 0 26-34 11 10 10 Personal business 5 5 4 35-44 14 13 13 Company business 3 2 1 45-54 15 14 15 Other 6 6 5 55-59 10 9 8 60+ 32 35 35 REGULAR TRAVELLER Yes (6 or more journeys in last 2 weeks) 45 45 47 DISABILITY No 51 51 49 Yes 15 16 18 Not stated 4 4 4 No 71 71 71 Not stated 13 13 12 OTHER POSSIBLE MODES TIME OF TRAVEL Car (passnger) 19 19 26 Peak (before 9:30 or between 4pm and 7pm) 34 35 39 Car (driver) 17 18 16 Off peak (between 9:30am and 4pm or after 66 65 61 Train 10 11 5 Taxi 18 17 21 CONCESSIONARY FARE Bicycle 8 8 6 Concession 31 35 36 On foot/walking 43 40 35 No concession 68 64 64 Mt Metro/light /lihtrail/tram 0 0 0 Coach 0 0 0 Motorbike 1 1 1 Other 3 3 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. All Urban Areas 2
Overall Satisfaction Overall satisfaction with bus journey Brighton & Hove Bus 5 4 4% % very/fairly satisfied 92 All Brighton & Hove (1365) 5 4 5% 92 All Urban areas (5227) 48% 4 6% 3% 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 Brighton & Hove Bus % very/fairly satisfied Free pass holders (454) 67% 29% 96 Fare-payers (658) 44% 47% 5% 3% 90 Age 16-25 (135) Age 26-34 (106) Age 35-54 (292) Age 55-59 (103) Age 60+ (462) 25% 3 5 6 65% 64% 55% 4 35% 3 9% 3% 6% 6% 5% 3% 86 89 91 96 96 Peak travel (363) Non peak travel (755) 45% 46% 5% 3% 54% 39% 4% Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied 91 93 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 Satisfaction using that source of information (% very/fairly satisfied) Printed bus timetable 27% 3 3 Brighton & Hove Bus All Brighton & Hove All Urban areas Online bus timetable from bus company website Traveline website 8% 7% 6% Printed bus timetable 94 94 92 Online bus timetable 91 92 87 Traveline website - - - Transport Direct website Other website Phoned bus company Phoned local council Transport Direct website - - - Other website - - - Phoned bus company - - - Phoned local council - - - Q7. How satisfied were you with the information sources you used? Other 5% 5% 4% None 56% 53% 5 Brighton & Hove Bus (1165) All Brighton & Hove (1426) All Urban areas (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 14% 14% 16% 7% 7% 9% 3% 4% 4% 3% 14% 1 9% 2 19% 19% 3% 6% 6% 5% 3 33% 33% Brighton & Hove Bus (1165) All Brighton & Hove (1426) All Urban areas (5455) Q2. What type of ticket did you use for this journey? 5
Method of Buying Ticket Method of buying ticket From the driver today 48% 49% 57% From a driver before today 4% 8% From a travel office/travel el 2 18% centre/bus station/booking office 17% From a website 9% 9% 3% From a local shop or post office 1 1 4% From a machine at the bus stop Other 9% 9% 9% None Brighton & Hove Bus (676) All Brighton & Hove (748) All Urban areas (2700) Q3. How did you buy your ticket? * Base: all fare-paying passengers Rating the ease of buying a ticket using that method (% very/fairly y easy) Brighton & Hove Bus All Brighton & Hove All Urban areas From the driver today 97 98 97 From a driver before today - - 92 Travel office/centre/bus station/booking office 81 79 85 From a website 95 95 96 From a local shop/post office 89 89 88 From machine at bus stop - - - 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 24% 54% 47% 46% 4 28% 34% 3 25% 36% 3 19% 74% 7 7 74% 7 6 Brighton & Hove Bus (1165) All Brighton & Hove (1426) All Urban areas (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 Brighton & Hove Bus (1093) 35% 47% 1 6% 3% 81 All Brighton & Hove (1317) 34% 46% 1 6% 3% 80 All Urban areas (5018) 28% 44% 14% 8% 6% 71 Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied 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 (576) 6 29% 4%4% Brighton & Hove Bus % very/fairly satisfied All Brighton & Hove All Urban areas 90 90 88 The provision of shelter (806) 46% 4 7% 4% 87 88 83 Any route maps provided (462) 5 36% 1 86 86 86 The timetable information provided (786) 5 35% 1 3% 85 84 87 Your personal safety at the bus stop (1074) 46% 35% 14% 3% 81 80 77 The cleanliness and freedom from graffiti (1002) 4 38% 15% 4% 78 78 73 The amount of litter (966) 36% 38% 16% 7% 3% 73 74 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 ) Brighton & Hove Bus All Brighton & Hove All Urban areas Under 2 mins 20 18 14 2-5 mins 44 44 38 More than 5 mins, and up to 10 mins 23 24 28 More than 10 mins and up to 15 mins 6 6 10 More than 15 mins 5 5 7 Not sure 1 1 1 Q14. How long did you wait for your bus? How waiting time for the bus compared with expectation Bi Brighton &H Hove Bus (1165) 17% 66% 14% 4% All Brighton & Hove (1426) 15% 68% 13% 4% All Urban areas (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 Brighton & Hove Bus All Brighton & Hove All Urban areas The length of time you had to wait for the bus (1095) 48% 34% 9% 5% 4% 82 82 78 Whether the bus arrived on time (996) 5 3 9% 5% 4% 82 82 77 The frequency of buses on this route (1027) 43% 34% 8% 8% 7% 77 73 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 Brighton & Hove Bus % very/fairly satisfied All All Urban Brighton & areas Hove The ease of getting on and off the bus (1121) 66% 29% 4% 95 95 95 The information provided on the outside of the bus (route number and destination) (1102) 7 24% 4% 94 94 91 Being able to get a seat (1096) 56% 34% 7% 90 90 89 Room for all the passengers to sit or stand (1082) 46% 39% 9% 5% 85 85 83 The cleanliness and condition of the outside of the bus (1072) 46% 38% 13% 84 84 82 The temperature inside the bus (1088) 45% 39% 1 4% 84 83 81 Your personal security whilst on the bus (1066) 44% 4 13% 84 85 83 The comfort of the seats (1096) 3 47% 14% 6% 78 78 76 The cleanliness and condition of the inside of the bus (1099) 37% 4 1 8% 78 78 80 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 The length of time your journey took (1088) 46% 38% 1 4% 3% Brighton & Hove Bus % very/fairly satisfied All Brighton & Hove All Urban areas 83 84 83 The information provided 37% 33% 26% 3% inside the bus (983) 70 69 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. 43% 39% 37% 47% 48% 46% 48% 45% 4 4 4 34% 2 2 2 17% 18% 1 29% 26% 24% 5 48% 54% 48% 44% 45% 26% 2 17% 13% The amount of traffic on the road The route the bus took The slow driving speed Poor The time the Time for weather bus waited at passengers conditions stops to board and pay tickets Other reasons Brighton & Hove Bus (67) All Brighton & Hove (75) All Urban areas (300) Timetable information Route information Electronic information Audio information Another type of information Brighton & Hove Bus (42)* All Brighton & Hove (55) All Urban areas (265) Q21. Why were you dissatisfied with the time the journey took? Q22. You said that you were not satisfied with the information provided inside the bus. What information would you like to be provided? *Sample size for Brighton and Hove Bus too small to be charted 12
The Bus Driver Satisfaction with bus driver factors Brighton & Hove Bus % very/fairly y satisfied All Brighton & Hove All Urban areas The driver's appearance (1073) 56% 33% 1 89 90 88 The appropriateness of the speed (1087) 53% 35% 9% 88 88 88 Your feeling of safety from road accidents during the journey (1086) 5 35% 1 87 87 88 The helpfulness and attitude of the driver (1066) 54% 3 1 85 85 84 The smoothness and freedom from jolting during your journey (1094) 39% 38% 13% 6% 78 78 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 Brighton & Hove Bus (925) 4 27% 1 1 9% 67 All Brighton & Hove (1087) 4 27% 1 1 9% 68 All Urban areas (4074) 38% 27% 13% 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 Brighton & Hove Bus % very/fairly satisfied Fare-payers (627) 28% 3 14% 16% 1 59 Free pass holders (295) 8 16% 4% 96 Age 16-25 (127) Age 26-34 (101) Age 35-54 (272) Age 55-59 (98) Age 60+ (296) 19% 26% 29% 45% 28% 23% 74% 33% 16% 16% 35% 16% 14% 18% 17% 2 15% 9% 17% 1 9% 5% 49 47 62 80 91 Peak travel (315) Non peak travel (610) 3 3 1 16% 9% 45% 24% 1 1 9% Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied 64 70 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
Key drivers of overall satisfaction Impact of individual factors on overall satisfaction with bus journey Brighton & Hove Bus 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. Brighton & Hove Bus All Brighton & Hove All Urban areas The Length Of Time Your Journey Took The Appropriateness Of The Speed The Length Of Time You Had To Wait For The Bus Being Able To Sit The Smoothness And Freedom From Jolting During The Journey Others 15
Satisfaction and Impact Satisfaction with individual factors and their impact on overall journey satisfaction Brighton & Hove Bus More Priorities for improvement Journey time Impact Value for money Information inside bus Smoothness of the ride Length of time waited at stop Personal safety at stop Cleanliness li at stop Comfort of seats Litter at shop Punctuality Service frequency Cleanliness outside of bus Appropriateness of speed Being able to sit Helpfulness / attitude of driver Real time Timetable at stop information at stop Feeling safe from accidents Shelter Driver appearance at stop Temperature on bus Information on outside of bus Ease of getting on / off Cleanliness inside bus Route map provided at shop Less Personal security on bus Room for everyone to sit / stand Lower Satisfaction Higher 16
Questionnaire (1) Above is a copy of the questionnaire, used in November 2009 17
Questionnaire (2) Above is a copy of the questionnaire, used in November 2009 18
Questionnaire (3) Above is a copy of the questionnaire, used in November 2009 19
Questionnaire (4) Above is a copy of the questionnaire, used in November 2009 20