First in Stoke-on-Trent November 2009 City Council area

BUS PASSENGER SURVEY RESULTS FIRST FOR: First in Stoke-on-Trent November 2009 City 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 FIRST in Stoke-on-Trent and compares them to the results for all Stokeon-Trent City Council area and to all Urban areas surveyed. 1

Sample Profile FIRST Stoke-On- Trent Urban Areas FIRST Stoke-On- Trent SAMPLE 708 1034 5455 SAMPLE 708 1034 5455 % % % % % % SEX JOURNEY PURPOSE Male 30 29 30 Commute 42 38 39 Female 65 66 66 Shopping 33 35 33 Not stated 4 4 4 Visiting friends/relatives 9 11 8 Sport/entertainment 1 1 2 AGE Day out 4 3 3 16-25 20 19 15 Travel to/from holiday 0 0 0 26-34 10 10 10 Personal business 3 3 4 35-44 12 11 13 Company business 0 0 1 45-54 13 13 15 Other 4 4 5 55-59 9 9 8 60+ 31 33 35 REGULAR TRAVELLER Yes (6 or more journeys in last 2 weeks) 51 48 47 DISABILITY No 46 48 49 Yes 17 17 18 Not stated 3 4 4 No 75 74 71 Not stated 8 8 12 OTHER POSSIBLE MODES TIME OF TRAVEL Car (passnger) 30 29 26 Peak (before 9:30 or between 4pm and 7pm) 48 43 39 Car (driver) 8 8 16 Off peak (between 9:30am and 4pm or after 52 57 61 Train 2 2 5 Taxi 27 26 21 CONCESSIONARY FARE Bicycle 4 3 6 Concession 35 37 36 On foot/walking 32 34 35 No concession 64 62 64 Metro/light rail/tram 0 0 0 Coach 1 1 0 Motorbike 0 0 1 Other 4 4 4 Urban 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 FIRST (855) 38% 45% 1 5% 2% 83 Stoke-On-Trent (992) 42% 42% 9% 4% 2% 85 Urban Areas (5243) 48% 42% 6% 3% 1% 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 FIRST in Stoke-On-Trent City Council area Free pass holders (293) Fare-payers (557) 53% 38% 5% 29% 49% 13% 6% 2% 2% 3% % very/fairly satisfied 92 78 Age 16-25 (180) 24% 53% 16% 7% 1% 77 Age 26-34 (90) 29% 38% 18% 11% 5% 66 Age 35-54 (222) 31% 49% 12% 5% 4% 80 Age 55-59 (82) Age 60+ (269) 44% 54% 37% 41% 13% 5% 3% 1% 2% 81 94 Peak travel (418) Non peak travel (437) 33% 48% 11% 6% 3% 80 42% 43% 1 3% 2% 85 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% 5% 6% 2% 1% 1% 3% 3% 4% 32% 31% 32% 54% 54% 52% Satisfaction using that source of information (% very/fairly satisfied) FIRST Stoke-On- Trent Urban Areas Printed bus timetable 82 84 92 Online bus timetable - 83 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? FIRST (892) Stoke-On-Trent (1034) 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 24% Single ticket paid for in cash 26% 16% 6% Return ticket paid for in cash 6% 9% 3 Free bus pass for the elderly 33% 33% 5% Free bus pass for people with a disability 4% 3% 2% Discount ticket (student/other) 2% 3% 5% One day bus pass 5% 9% Travel pass covering bus and other modes of transport valid for one day 1% 22% Bus pass valid for more than one day 2 19% Travel pass covering bus or other modes and 2% 2% transport valid for more than one day 3% 3% Other 3% 5% FIRST (708) Stoke-On-Trent (1034) Urban Areas (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 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 16% 15% 8% 14% 13% 17% 1% 1% 3% 3% 3% 4% 6% 6% 9% 2% 2% 2% 57% 61% 57% (% very/fairly y easy) FIRST Stoke-On- Trent Urban Areas From the driver today 98 98 97 From a driver before today 86 86 92 Travel office/centre/bus station/booking office 89 89 85 From a website - - 96 From a local shop/post office - - 88 From machine at bus stop - - - FIRST (575) Stoke-On-Trent (646) Urban Areas (3475) 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 A code so I can use a mobile phone to find the time of the next bus 2% 2% 24% 35% 33% 15% 14% 28% 15% 14% 25% 19% 17% 19% 64% 64% 72% 62% FIRST (708) Stoke-On-Trent (1034) Urban Areas (5455) 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 FIRST (824) 13% 37% 2 15% 15% 50 Stoke-On-Trent (946) 16% 37% 19% 14% 14% 53 Urban Areas (5097) 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 t information provided d (283) 31% 5 12% 2%4% % very/fairly satisfied FIRST Stoke-On-Trent Urban Areas 81 82 87 Any route maps provided (122) 28% 5 15% 6% 1% 78 79 86 The provision of shelter (506) 29% 43% 15% 8% 5% 72 74 83 Your personal safety at the bus stop (795) 26% 39% 21% 8% 5% 65 68 77 The cleanliness and freedom from graffiti (705) 23% 39% 17% 11% 1 63 64 73 The amount of litter (710) Any electronic information e.g. showing time of next bus (13) 21% 39% 21% 12% 8% Sample size too low 60 61 69 46 88 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 ) FIRST Stoke-On-Trent Urban Areas Under 2 mins 9 9 14 2-5 mins 29 30 38 More than 5 mins, and up to 10 mins 31 31 28 More than 10 mins and up to 15 mins 14 13 10 More than 15 mins 13 11 7 Not sure 1 2 1 Q14. How long did you wait for your bus? How waiting time for the bus compared with expectation FIRST (708) 11% 6 25% 5% Stoke-On-Trent (1034) 11% 62% 23% 4% Urban Areas (5455) 12% 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 FIRST Stoke-On-Trent Urban Areas The length of time you had to wait for the bus (828) 29% 38% 11% 1 12% 67 70 78 Whether the bus arrived on time (750) 3 36% 13% 1 12% 65 69 77 The frequency of buses on this route (774) 23% 33% 11% 15% 18% 56 59 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 FIRST Stoke-On- Trent Urban Areas The ease of getting on and off the bus (852) 6 33% 5% 1% 1% 93 94 95 The information provided on the outside of the bus (route number and destination) (814) 5 34% 9% 4% 3% 83 85 91 Being able to get a seat (810) 44% 4 11% 4% 2% 83 85 89 Your personal security whilst on the bus (791) 32% 43% 18% 5% 2% 75 77 83 Room for all the passengers to sit or stand (818) 33% 41% 15% 8% 4% 74 77 83 The cleanliness and condition of the outside of the bus (812) 28% 45% 18% 6% 4% 73 75 82 The temperature inside the bus (811) 33% 41% 12% 8% 7% 73 76 81 The cleanliness and condition of the inside of the bus (818) 28% 43% 13% 12% 4% 71 74 80 The comfort of the seats (812) 23% 44% 14% 13% 6% 67 70 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 FIRST % very/fairly satisfied Stoke-On-Trent Urban Areas The length of time your journey took (825) 35% 42% 13% 6% 5% 77 79 83 The information provided inside the bus (747) 21% 36% 29% 1 4% 57 61 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. 41% 42% 37% 3 3 41% 22% 21% 22% 8% 1 7% 34% 29% 29% 45% 44% 41% 3 29% 29% 53% 55% 52% 4 39% 48% 34% 33% 45% 19% 19% 22% 11% 1 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 FIRST (61) Stoke-On-Trent (66) Urban Areas (300) Timetable information Route information Electronic information Audio information Another type of information FIRST (75) Stoke-On-Trent (86) 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? 12

The Bus Driver Satisfaction with bus driver factors FIRST % very/fairly y satisfied Stoke-On-Trent Urban Areas The appropriateness of the speed (806) 44% 41% 1 3%1% 86 87 88 The driver's appearance (824) 49% 37% 12% 1% 1% 86 88 88 Your feeling of safety from road accidents during the journey (802) 43% 41% 12% 3% 1% 84 86 88 The helpfulness and attitude of the driver (803) 42% 35% 14% 6% 3% 77 79 84 The smoothness and freedom from jolting during your journey (815) 33% 42% 15% 7%3% 75 77 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 FIRST (703) 31% 28% 14% 12% 15% 59 Stoke-On-Trent (810) 36% 27% 13% 11% 13% 63 Urban Areas (4358) 38% 27% 13% 11% 11% 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 FIRST in Stoke-On-Trent City Council area Fare-payers (520) 2 29% 17% 15% 19% % very/fairly satisfied 49 Free pass holders (179) 64% 25% 6% 2% 3% 89 Age 16-25 (167) 15% 25% 2 15% 25% 40 Age 26-34 (83) 19% 29% 19% 13% 21% 48 Age 35-54 (198) 23% 3 16% 18% 14% 52 Age 55-59 (74) 24% 37% 14% 12% 13% 61 Age 60+ (157) 67% 25% 4% 1% 3% 92 Peak travel (366) 24% 27% 18% 15% 16% 51 Non peak travel (338) 39% 29% 1 8% 13% 68 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 FIRST in Stoke-On-Trent City Council area The value for money of your journey 51% 68% The length of time your journey took 72% 83% Being able to get a seat 79% 87% Room for all the passengers to sit or stand 7 78% 69% The temperature inside the bus 77% Peak Off-peak 15

Key drivers of overall satisfaction Impact of individual factors on overall satisfaction with bus journey First in Stoke-on-Trent City 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. Only factors explaining at least 5% of variance are included First in Stoke-on- Trent Stoke-on- on Trent Urban Areas The Length Of Time Your Journey Took Room For All The Passengers To Sit Or Stand Whether The Bus Arrived On Time Your Feeling Of Safety From Road Accidents During The Journey The Helpfulness And Attitude Of The Driver Others 16

Satisfaction and Impact Satisfaction with individual factors and their impact on overall journey satisfaction First in Stoke-on-Trent City Council area More Priorities for improvement Journey time Impact t Real-time at stop Information inside bus Service frequency Length of time waited at stop Value for money Litter at stop Personal safety at stop Cleanliness at stop Punctuality Comfort of seats Cleanliness inside bus Smoothness of the ride Room for everyone to sit/stand Temperature on bus Cleanliness outside of bus Helpfulness/attitude of driver Route map provided at stop Feeling safe from accidents Ease of getting on/off Information on outside of bus Getting a seat Driver appearance Appropriateness of speed Shelter at stop Timetable information atstop Less Personal security on bus Lower Satisfaction 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