BUS BUS PASSENGER SURVEY Cornwall RESULTS FOR: Cornwall Council November 2009 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 Driver 13 Value for Money 14 Peak / non peak comparison 15 Key drivers of 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 Cornwall Council area and compares them to the results for all County areas and to all areas surveyed. 1
Sample Profile Cornwall Council area Counties All Areas Cornwall Council area Counties SAMPLE 817 5217 18828 SAMPLE 817 5217 18828 % % % % % % SEX JOURNEY PURPOSE Male 32 30 31 Commute 32 34 39 Female 63 66 65 Shopping 37 36 33 Not stated 5 4 4 Visiting friends/relatives 10 8 9 Sport/entertainment 2 2 2 AGE Day out 4 3 3 16-25 13 13 16 Travel to/from holiday 1 0 0 26-34 8 8 9 Personal business 3 4 4 35-44 11 10 12 Company business 0 1 1 45-54 16 14 15 Other 7 6 5 55-59 8 8 8 60+ 38 43 36 REGULAR TRAVELLER Yes (6 or more journeys in last 2 weeks) 39 44 49 DISABILITY No 57 51 47 Yes 20 20 19 Not stated 5 5 4 No 67 69 69 Not stated 13 11 11 OTHER POSSIBLE MODES TIME OF TRAVEL Car (passnger) 30 27 26 Peak (before 9:30 or between 4pm and 7pm) 43 41 37 Car (driver) 24 23 16 Off peak (between 9:30am and 4pm or after 56 58 63 Train 9 6 7 Taxi 14 17 20 CONCESSIONARY FARE Bicycle 4 7 6 Concession 40 42 36 On foot/walking 24 32 32 No concession 60 57 63 Metro/light rail/tram 0 0 1 Coach 0 1 0 Motorbike 1 1 0 Other 7 5 4 All Areas 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 Cornwall (783) 56% 34% 5% 4% 90 Counties (4987) 49% 4 89 All Areas (17989) 4 4 88 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 Cornwall Council area Free pass holders (516) Fare-payers (267) 68% 25% 4% 49% 4 6% 4% % very/fairly satisfied 93 89 Age 16-25 (64) 34% 4 1 1 77 Age 26-34 (41) 36% 48% 1 84 Age 35-54 (139) 58% 3 6% 91 Age 55-59 (43) 4 5 4% 95 Age 60+ (483) 7 25% 95 Peak travel (273) 5 35% 8% 5% 85 Non peak travel (509) 6 3 95 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 5% 5% 4 35% 3 4 5 55% Satisfaction using that source of information (% very/fairly satisfied) Cornwall Council area Counties All Areas Printed bus timetable 92 90 89 Online bus timetable 88 85 88 Traveline website 61 82 87 Transport Direct website 100 82 89 Other website 100 85 90 Phoned bus company 85 86 77 Phoned local council 100 44 60 Q7. How satisfied were you with the information sources you used? Cornwall (817) Counties (5217) All Areas (18828) 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 16% 16% 1 2 14% 9% 4% 4% 1 15% 18% 4% 36% 39% 3 Cornwall (817) Counties (5217) All Areas (18828) Q2. What type of ticket did you use for this journey? 5
Method of Buying Ticket Method of buying ticket From the driver today 7 6 56% From a driver before today 16% 14% From a travel office/travel 1 centre/bus station/booking office 1 From a website From a local shop or post office 4% From a machine at the bus stop Other 4% 5% None 8% 8% Cornwall (273) Counties (2264) All Areas (9184) 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) Cornwall Council area Counties All Areas From the driver today 98 98 97 From a driver before today 100 97 95 Travel office/centre/bus station/booking office 85 75 86 From a website 0 74 89 From a local shop/post office 0 71 88 From machine at bus stop NA NA NA 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 1 1 18% 15% 14% 19% 2 2 25% 4% 5% 18% 6 65% 7 6 55% 6 Cornwall (817) Counties (5217) All Areas (18828) 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 Cornwall (744) 3 4 15% 8% 8% 70 Counties (4751) 25% 4 1 1 65 All Areas (17372) 26% 4 15% 9% 70 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 (71) 78% 1 9% % very/fairly satisfied Cornwall Counties All Areas Council area 89 83 88 The timetable information provided (410) 56% 3 8% 87 84 86 The provision of shelter (426) 5 3 5% 5% 4% 86 82 83 Any route maps provided (81) 5 26% 15% 83 83 85 Your personal safety at the bus stop (717) 5 3 1 81 78 77 The cleanliness and freedom from graffiti (609) 49% 3 1 5% 79 74 74 The amount of litter (589) 4 3 1 5% 75 72 71 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 ) Cornwall Council area Counties All Areas Under 2 mins 14 12 13 2-5 mins 36 36 37 More than 5 mins, and up to 10 mins 28 30 29 More than 10 mins and up to 15 mins 10 10 10 More than 15 mins 8 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 Cornwall (817) 1 7 15% 4% Counties (5217) 1 6 18% 4% All Areas (18828) 1 66% 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 Cornwall Council area Counties All Areas The length of time you had to wait for the bus (745) 45% 34% 9% 6% 6% 79 75 75 Whether the bus arrived on time (697) 4 3 9% 5% 6% 80 75 74 The frequency of buses on this route (704) 36% 3 1 1 9% 68 67 66 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 (777) 68% 26% % very/fairly satisfied Cornwall Council area Counties All Areas 94 94 94 The information provided on the outside of the bus (route number and destination) (732) 65% 26% 90 90 91 Being able to get a seat (755) 58% 3 5% 89 90 89 Your personal security whilst on the bus (732) 49% 3 1 86 85 83 Room for all the passengers to sit or stand (748) 48% 36% 1 4% 83 85 84 The temperature inside the bus (738) 4 35% 1 6% 82 82 81 The cleanliness and condition of the inside of the bus (756) 45% 34% 1 5% 79 81 78 The comfort of the seats (754) 39% 39% 1 78 78 76 The cleanliness and condition of the outside of the bus (745) 45% 3 1 4% 77 80 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 (761) 5 3 8% 5% % very/fairly satisfied Cornwall Council area Counties All Areas 84 83 82 The information provided 35% 3 26% 5% inside the bus (618) 67 64 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. 4 3 4 35% 2 1 1 1 3 26% 34% 28% 24% 25% 58% 56% 54% 5 4 4 1 1 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 Other reasons Cornwall (42)* Counties (318) All Areas (1154) Q21. Why were you dissatisfied with the time the journey took? *Sample size for Cornwall too small to be charted Timetable information Route information Electronic information Audio information Another type of information Cornwall (38)* Counties (306) All Areas (1035) 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 Cornwall too small to be charted 12
The Bus Driver Satisfaction with bus driver factors Cornwall Council area % very/fairly y satisfied Counties All Areas The appropriateness of the speed (762) 6 3 6% 91 87 87 The driver's appearance (775) 64% 2 91 88 87 Your feeling of safety from road accidents during the journey (755) 6 29% 90 87 87 The helpfulness and attitude of the driver (768) 64% 25% 8% 89 85 82 The smoothness and freedom from jolting during your journey (759) 5 34% 8% 5% 85 80 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 Cornwall (577) 49% 26% 9% 9% 75 Counties (3780) 4 26% 1 1 9% 69 All Areas (13974) 4 2 1 1 1 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 Cornwall Council area Fare-payers (250) 38% 29% 1 1 9% % very/fairly satisfied 68 Free pass holders (326) 74% 2 4% 94 Age 16-25 (58) 4 16% 9% 2 1 57 Age 26-34 (37) Sample size to small 59 Age 35-54 (128) 4 29% 1 1 5% 71 Age 55-59 (34) Sample size to small 75 Age 60+ (293) 74% 2 96 Peak travel (219) 49% 24% 8% 1 8% 73 Non peak travel (357) 49% 29% 9% 6% 78 Very satisfied Fairly satisfied Nih Neither satisfied ifidnor dissatisfied ifid 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 Cornwall Council area The length of time your journey took 75% 9 The temperature inside the bus Overall taking everything into account from start to end of this bus journey how satisfied were you with your bus journey today 75% 89% 85% 95% Being able to get a seat 84% 94% Room for all the passengers to sit or stand 88% 78% Peak Off-peak 15
Key drivers of overall satisfaction Impact of individual factors on overall satisfaction with bus journey Cornwall Council area 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. Cornwall Counties All Areas The Length Of Time Your Journey Took Whether The Bus Arrived On Time The Driver's Appearance The Smoothness And Freedom From Jolting During The Journey The Value For Money Of Your Journey Others 16
Satisfaction and Impact Satisfaction with individual factors and their impact on overall journey satisfaction Cornwall Council area More Priorities for improvement Journey time I m p a c t Less Service frequency Value for money Cleanliness at stop Punctuality Cleanliness li inside id bus Length of time waited at stop Personal security on bus Room for everyone to sit / stand Smoothness of the ride Timetable information at stop Getting a seat Information on outside of bus Real time at stop Driver appearance Appropriateness p of speed Temperature on bus Shelter Feeling safe from accidents Cleanliness outside of bus at stop Personal safety at stop Helpfulness l / attitude of driver Comfort of seats Information inside bus Litter at stop Route map provided at stop Ease of getting on / off 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