BUS PASSENGER SURVEY RESULTS FOR: BUS PASSENGER SURVEY WESTERN GREYHOUND Western Greyhound in Cornwall Council area November 2009 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 WESTERN GREYHOUND in Cornwall Council area and compares them to the results for all Cornwall Council area and to all County areas surveyed. 1
Sample Profile WESTERN GREYHOUND Cornwall Counties WESTERN GREYHOUND Cornwall Counties SAMPLE 232 817 5217 SAMPLE 232 817 5217 % % % % % % SEX JOURNEY PURPOSE Male 34 32 30 Commute 34 32 34 Female 57 63 66 Shopping 34 37 36 Not stated 8 5 4 Visiting friends/relatives 7 10 8 Sport/entertainment 2 2 2 AGE Day out 3 4 3 16-25 13 13 13 Travel to/from holiday 1 1 0 26-34 7 8 8 Personal business 2 3 4 35-44 11 11 10 Company business 0 0 1 45-54 20 16 14 Other 10 7 6 55-59 7 8 8 60+ 34 38 43 REGULAR TRAVELLER Yes (6 or more journeys in last t2 weeks) 34 39 44 DISABILITY No 60 57 51 Yes 17 20 20 Not stated 7 5 5 No 68 67 69 Not stated 15 13 11 OTHER POSSIBLE MODES TIME OF TRAVEL Car (passnger) 31 30 27 Peak (before 9:30 or between 4pm and 7pm) 50 43 41 Car (driver) 37 24 23 Off peak (between 9:30am and 4pm or after 50 56 58 Train 10 9 6 Taxi 12 14 17 CONCESSIONARY FARE Bicycle 4 4 7 Concession 37 40 42 On foot/walking 15 24 32 No concession 62 60 57 Metro/light rail/tram 0 0 0 Coach 0 0 1 Motorbike 2 1 1 Other 6 7 5 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 WESTERN GREYHOUND (221) 64% 31% 3% 95 Cornwall (783) 56% 34% 5% 4% 1% 90 Counties (4987) 49% 4 7% 3% 1% 89 Free pass holders (135) 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 WESTERN GREYHOUND in Cornwall Council area Fare-payers (86) 58% 74% 21% 4% 1% 37% % very/fairly satisfied 95 95 Age 16-25 (20) Sample size too low Age 26-34 (11) Sample size too low Age 35-54 (46) Sample size too low Age 55-59 (12) Sample size too low Age 60+ (126) 76% 2 96 g ( ) Peak travel (97) 63% 31% 4% 94 Non peak travel (124) 65% 3 1% 97 Very satisfied Fairly satisfied Neither satisfied nor dissatisfiedi d Fairly dissatisfiedi d Very dissatisfiedi 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 1 7% 5% 1% 1% 1% 1% 1% 3% 3 43% 35% 49% 43% 5 Satisfaction using that source of information (% very/fairly satisfied) WESTERN GREYHOUND Cornwall Counties Printed bus timetable 94 92 90 Online bus timetable 84 88 85 Traveline website 15 61 82 Transport Direct website NA 100 82 Other website NA 100 85 Phoned bus company 73 85 86 Phoned local council NA 100 44 Q7. How satisfied were you with the information sources you used? WESTERN GREYHOUND (232) Cornwall (817) Counties (5217) 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 A free bus pass (elderly/disabled) Free bus pass for people with a disability Discountticket(student/other) ticket 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 18% 16% 16% 26% 23% 14% 34% 36% 39% 3% 4% 3% 1% 3% 3% 1 11% 15% 1% 1% 3% 5% WESTERN GREYHOUND (232) Cornwall (817) Counties (5217) 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 From a website From a local shop or post office From a Pay Point From a machine at the bus stop Other None 3% 16% 2 11% 7% 1% 1 4% 5% 9% 8% 8% 4% 59% 7 6 (% very/fairly y easy) WESTERN GREYHOUND Cornwall Counties From the driver today 100 98 98 From a driver before today NA 100 97 Travel office/centre/bus station/booking office 88 85 75 From a website NA 0 74 From a local shop/post office NA 0 71 From a Pay Point NA NA NA WESTERN GREYHOUND (87) Cornwall (273) Counties (2264) From machine at bus stop 78 78 88 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 61% 6 65% An electronic display showing length of time till next bus is due to arrive 2 1 1 A timetable 56% 6 55% A route map Lighting 18% 15% 14% 3 23% 2 A code so I can use a mobile phone to find the time of the next bus 4% 5% WESTERN GREYHOUND (232) Cornwall (817) Counties (5217) 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 WESTERN GREYHOUND (214) 47% 26% 1 7% 8% 73 Cornwall (744) 3 4 15% 8% 8% 70 Counties (4751) 25% 41% 17% 11% 7% 65 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 (42) Sample size too low % very/fairly satisfied WESTERN Cornwall Counties GREYHOUND 89 83 Any route maps provided (33) Sample size too low 83 83 The provision of shelter (131) 69% 23% 4% 92 86 82 The timetable information provided (118) 67% 19% 9% 3% 86 87 84 Your personal safety at the bus stop (204) 61% 2 1 4% 84 81 78 The cleanliness and freedom from graffiti (183) 63% 21% 1 83 79 74 The amount of litter (173) 55% 26% 15% 81 75 72 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 ) WESTERN GREYHOUND Cornwall Counties Under 2 mins 17 14 12 2-5 mins 37 36 36 More than 5 mins, and up to 10 mins 29 28 30 More than 10 mins and up to 15 mins 8 10 10 More than 15 mins 4 8 8 Not sure 1 1 1 Q14. How long did you wait for your bus? How waiting time for the bus compared with expectation WESTERN GREYHOUND (232) 1 75% 1 4% Cornwall (817) 1 7 15% 4% Counties (5217) 11% 67% 18% 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 WESTERN GREYHOUND Cornwall Counties The length of time you had to wait for the bus (212) 55% 28% 7% 6% 4% 83 79 75 Whether the bus arrived on time (197) 61% 23% 4% 7% 4% 84 80 75 The frequency of buses on this route (191) 44% 26% 15% 8% 8% 70 68 67 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 (221) 71% 25% 1%1% % very/fairly satisfied WESTERN GREY- HOUND Cornwall Counties 95 94 94 The information provided on the outside of the bus (route number and destination) (207) 7 2 5%1% 1% 94 90 90 Being able to get a seat (211) 6 27% 6% 4% 87 89 90 Your personal security whilst on the bus (206) 57% 29% 11% 86 86 85 Room for all the passengers to sit or stand (210) 53% 3 1 3% 83 83 85 The temperature inside the bus (207) 5 3 1 6% 3% 82 82 82 The comfort of the seats (213) 48% 31% 11% 7% 3% 79 78 78 The cleanliness and condition of the inside of the bus (214) 53% 26% 14% 4% 4% 79 79 81 The cleanliness and condition of the outside of the bus (218) 51% 25% 13% 5% 6% 76 77 80 Verysatisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Verydissatisfied 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 (216) 64% 24% 7% 3% % very/fairly satisfied WESTERN Cornwall Counties GREYHOUND 87 84 83 The information provided 4 26% 26% 5%1% inside the bus (169) 68 67 64 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. 58% 54% 43% 37% 4 17% 11% 26% 28% 24% 13% 1 The amount of traffic on the road The route the bus took The slow driving speed Poor weather conditions The time the Time for bus waited at passengers stops to board and pay tickets Other reasons WESTERN GREYHOUND (8)* Cornwall (42)* Counties (318) Q21. Why were you dissatisfied with the time the journey took? * Sample size for Western Greyhound in Cornwall and for Cornwall Council area too small to be charted Timetable information Route information Electronic information Audio information Another type of information WESTERN GREYHOUND (11)* Cornwall (38)* Counties (306) 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 Western Greyhound in Cornwall and for Cornwall Council area too small to be charted 12
The Bus Driver Satisfaction with bus driver factors WESTERN GREYHOUND % very/fairly y satisfied Cornwall Counties The driver's appearance (218) 66% 25% 6% 1% 91 91 88 The appropriateness of the speed (213) 63% 27% 6% 1% 3% 90 91 87 Your feeling of safety from road accidents during the journey (212) 63% 25% 7% 1% 3% 89 90 87 The helpfulness and attitude of the driver (216) 67% 2 8% 3% 87 89 85 The smoothness and freedom from jolting during your journey (214) 5 35% 9% 4% 3% 84 85 80 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 WESTERN GREYHOUND (167) 61% 2 9% 6% 3% 81 Cornwall (577) 49% 26% 9% 9% 7% 75 Counties (3780) 43% 26% 1 1 9% 69 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 WESTERN GREYHOUND in Cornwall Fare-payers (84) 56% 21% 11% 8% 4% % very/fairly satisfied 77 Free pass holders (82) 78% 17% 4% 1% 95 Age 16-25 (19) Age 26-34 (10) Age 35-54 (44) Age 55-59 (9) Sample size too low Sample size too low Sample size too low Sample size too low Age 60+ (74) 78% 19% 3%1% 96 g ( ) Peak travel (88) 65% 17% 1 5% 5% 81 Non peak travel (79) 57% 25% 8% 9% 81 Very satisfied Fairly satisfied Neither satisfied nor dissatisfiedi d Fairly dissatisfiedi d Very dissatisfied i 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 WESTERN GREYHOUND in Cornwall Room for all the passengers to sit or stand 74% 94% Being able to get a seat 8 96% The 75% temperature inside the bus 9 Any route maps provided 83% 98% The length of 81% time your journey took 95% Peak Off-peak 15
Key drivers of overall satisfaction Impact of individual factors on overall satisfaction with bus journey Western Greyhound in Cornwall 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. West Greyhound in Cornwall Cornwall Counties The Length Of Time Your Journey Took Any Electronic Information eg Showing Time Of Next Bus Being Able To Sit The Smoothness And Freedom From Jolting During The Journey The Ease Of Getting On And Off The Bus Others 16
Satisfaction and Impact Satisfaction with individual factors and their impact on overall journey satisfaction Western Greyhound in Cornwall Council area More Priorities for improvement Cleanliness outside of bus Smoothness of the ride Getting a seat Journey time Information on outside of bus Ease of getting on / off Driver appearance Real time at stop Information inside bus Length of time waited at stop Appropriateness of speed I m p a c t Litter at stop Room for everyone to sit / stand Personal safety at stop Timetable information at stop Helpfulness l / attitude of driver Less Service frequency Comfort o of seats Value for money Cleanliness inside bus Punctuality Temperature on bus Cleanliness at stop Personal security on bus Feeling safe from accidents Provision of Shelter Route map provided at stop Lower Satisfaction a t i Higher Some factors have not featured due to their having a low sample size 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