BUS PASSENGER SURVEY RESULTS FOR: BUS PASSENGER SURVEY STAGECOACH Stagecoach in GMPTE area July 2010 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 STAGECOACH and compares them to the results for all GMPTE and for all PTE areas surveyed. 1
Sample Profile STAGE- COACH GMPTE PTEs STAGE- COACH SAMPLE 617 2089 8053 SAMPLE 617 2089 8053 % % % % % % SEX JOURNEY PURPOSE Male 35 35 32 Commute 61 53 41 Female 63 61 64 Shopping 17 22 31 Not stated 3 4 4 Visiting friends/relatives 7 8 10 Sport/entertainment 2 3 3 AGE Day out 1 2 2 16-25 24 22 17 Travel to/from holiday 0 0 0 26-34 21 13 9 Personal business 2 3 4 35-44 16 13 12 Company business 1 1 1 45-54 15 16 16 Other 4 3 5 55-59 7 8 9 60+ 16 24 32 REGULAR TRAVELLER Yes (6 or more journeys in last 2 weeks) 66 58 53 DISABILITY No 31 38 43 Yes 16 17 20 Not stated 3 3 4 No 74 73 69 Not stated 10 10 12 OTHER POSSIBLE MODES TIME OF TRAVEL Car (passnger) 23 26 25 Peak (before 9:30 or between 4pm and 7pm) 47 46 34 Car (driver) 12 11 12 Off peak (between 9:30am and 4pm or after 53 54 66 Train 8 8 9 Taxi 22 21 21 CONCESSIONARY FARE Bicycle 9 7 4 Concession 15 24 33 On foot/walking 27 31 30 No concession 84 75 67 Metro/light rail/tram 5 5 3 Coach 1 1 0 Motorbike 0 0 0 Other 3 4 4 GMPTE PTEs 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 STAGECOACH (585) 3 5 9% 85 GMPTE (1981) 36% 48% 9% 84 PTEs (7676) 4 4 7% 87 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 STAGECOACH Free pass holders (144) Fare-payers (438) Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied 29% 47% 46% 5 10% % very/fairly satisfied 93 83 Age 16-25 (125) 2 6 10% 85 Age 26-34 (110) 2 5 1 6% 78 Age 35-54 (167) 3 49% 9% 83 Age 55-59 (36) 30% 6 6% 92 Age 60+ (141) 4 47% 92 Peak travel (258) 28% 5 1 81 Non peak travel (326) 3 5 8% 88 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 6% 0% 0% 0% 0% 0% 0% 2 2 27% 6 6 60% Satisfaction using that source of information (% very/fairly satisfied) STAGE- COACH GMPTE PTEs Printed bus timetable 88 83 87 Online bus timetable - 97 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? STAGECOACH (617) GMPTE (2089) 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 10% 1 19% 1 2 28% 9% 9% 8% 3 20% 6% 7% 48% STAGECOACH (617) GMPTE (2089) PTEs (8053) Q2. What type of ticket did you use for this journey? 5
Method of Buying Ticket Method of buying ticket 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 3 4 5 36% 26% 17% 9% 1 1 1 0% 0% 0% 6% 6% 6% Rating the ease of buying a ticket using that method (% very/fairly y easy) STAGE- COACH GMPTE PTEs From the driver today 93 97 97 From a driver before today 95 96 96 Travel office/centre/bus station/booking office - 88 90 From a website 96 92 90 From a local shop/post office - 95 89 From machine at bus stop - - 100 STAGECOACH (454) GMPTE (1261) 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 18% 80% 7 7 7 70% 66% A route map Lighting 17% 4 3 3 3 29% A code so I can use a mobile phone to find the time of the next bus 2 2 26% STAGECOACH (617) GMPTE (2089) 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 STAGECOACH (587) 20% 49% 20% 6% 6% 69 GMPTE (1943) 2 48% 17% 8% 6% 70 PTEs (7511) 27% 4 1 8% 6% 71 Satisfaction with bus stop facilities The timetable information provided (418) 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? 4 4 9% % very/fairly satisfied STAGECOACH GMPTE PTEs 86 84 85 Any route maps provided (214) 39% 4 1 83 84 85 The provision of shelter (446) 38% 4 1 83 84 84 Your personal safety at the bus stop (568) Any electronic information e.g. showing time of next bus (17) 3 4 18% Sample size to small 75 75 78 73 84 90 The cleanliness and freedom from graffiti (531) 2 4 19% 9% 69 70 74 The amount of litter (527) 19% 4 2 10% 64 67 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 ) STAGECOACH GMPTE PTEs Under 2 mins 18 14 12 2-5 mins 35 33 37 More than 5 mins, and up to 10 mins 27 29 29 More than 10 mins and up to 15 mins 7 11 11 More than 15 mins 10 11 8 Not sure 1 1 1 Q14. How long did you wait for your bus? How waiting time for the bus compared with expectation STAGECOACH (617) 1 6 2 GMPTE (2089) 1 6 2 PTEs (8053) 1 6 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 STAGECOACH GMPTE PTEs The length of time you had to wait for the bus (581) 3 3 1 9% 7% 70 68 74 Whether the bus arrived on time (530) 3 3 17% 8% 10% 65 67 72 The frequency of buses on this route (565) 30% 3 1 1 1 63 60 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 (593) 5 37% % very/fairly satisfied STAGE- COACH GMPTE PTEs 91 93 93 The information provided on the outside of the bus (route number and destination) (583) 58% 3 7% 90 90 90 Being able to get a seat (574) 4 4 8% 83 86 88 Room for all the passengers to sit or stand (571) 3 4 1 6% 6% 76 79 83 The cleanliness and condition of the outside of the bus (567) 3 4 16% 76 76 79 Your personal security whilst on the bus (572) 30% 4 19% 74 77 81 The temperature inside the bus (574) 3 4 1 8% 6% 73 78 80 The comfort of the seats (571) 2 49% 1 9% 72 71 75 The cleanliness and condition of the inside of the bus (583) 2 4 1 1 7% 64 67 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 The length of time your journey took (581) 30% 4 1 8% % very/fairly satisfied STAGE- GMPTE COACH PTEs 74 76 81 The information provided 2 37% 3 inside the bus (513) 58 58 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. Stagecoach sample to small to be charted 58% 49% 46% 19% 16% 29% 3 27% 2 1 1 10% 5 36% 30% 46% 39% 3 2 2 2 58% 57% 48% 4 46% 39% 2 17% 1 1 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 STAGECOACH (65) GMPTE (192) 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 STAGECOACH (40) GMPTE (126) 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 STAGE- COACH % very/fairly y satisfied GMPTE PTEs The appropriateness of the speed (570) 3 47% 1 82 84 87 Your feeling of safety from road accidents during the journey (563) 3 4 1 80 83 86 The driver's appearance (554) 4 36% 20% 78 82 85 The helpfulness and attitude of the driver (553) 3 36% 2 71 74 79 The smoothness and freedom from jolting during your journey (570) 28% 4 16% 8% 71 74 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 STAGECOACH (518) 29% 3 1 1 1 63 GMPTE (1627) 3 30% 1 1 1 63 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 STAGECOACH Fare-payers (425) 2 3 1 1 1 % very/fairly satisfied 59 Free pass holders (91) 69% 2 95 Age 16-25 (118) 2 3 17% 1 16% 54 Age 26-34 (111) 18% 3 19% 1 1 52 Age 35-54 (156) 29% 3 1 1 10% 64 Age 55-59 (34) 3 50% 9% 6% 82 Age 60+ (91) 67% 2 89 Peak travel (245) 2 3 1 1 1 59 Non peak travel (272) 3 3 1 1 8% 67 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 STAGECOACH The information provided inside the Room for all the passengers to sit or stand 5 6 The length of 69% time your journey took The helpfulness and attitude of the driver Your personal security whilst on 66% 7 70% 80% 78% 7 78% Peak Off-peak 15
Key drivers of overall satisfaction Impact of individual factors on overall satisfaction with bus journey Stagecoach in GMPTE 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. Stagecoach in GMPTE GMPTE PTEs The Length Of Time Your Journey Took The Information Provided Inside The Bus Your Feeling OfS Safety From Road Accidents During The Journey The Ease Of Getting On And Off The Bus The Driver's Appearance Others 16
Satisfaction and Impact Satisfaction with individual factors and their impact on overall journey satisfaction Stagecoach in GMPTE area More Priorities for improvement Journey time I m p a c t Information inside bus Length of time waited Personal at stop security Punctuality on bus Service frequency Personal safety at stop Helpfulness / attitude of driver Comfort Cleanliness at stop of seats Value for money Cleanliness inside bus Litter at stop Smoothness of the ride Feeling safe from accidents Driver appearance Ease of getting on / off Appropriateness of speed Room for everyone to sit / stand Shelter at stop Timetable information at stop Temperature on bus Cleanliness outside of bus Route map provided at stop Getting a seat Information on outside of bus Real time at stop Less 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