First in West Yorkshire PTE area June...

BUS PASSENGER SURVEY – FIRSTBUS PASSENGER SURVEY RESULTS FOR:

June 2010First in West Yorkshire PTE area

July 2010

Ian WrightContacts David ChilversPassenger Focus2nd Floor, One Drummond Gate,Pimlico,London SW1V 2QY

Tel: 0300 123 0860

Continental ResearchKingsbourne House229-231 High HolbornLondon WC1V 7DA

Tel: 020 7490 9111

Bus Passenger Survey: First in WYPTE report. June 2010

Tel: 0300 123 0860 Email: [email protected]

Tel: 020 7490 9111Email: [email protected]

ContentsPage

Methodology 1

Sample profile 2

Overall Satisfaction 3

Planning the journey 4

Ticketing used for journey 5

Method of Buying Ticket 6Method 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

S ti f ti d I t 17Satisfaction and Impact 17

Appendix - The Questionnaire 18-21


MethodologyPassenger Focus undertook a survey of bus passenger satisfaction in the following areas in November 2009:

PTE U b C tPTE Urban CountySouth Yorkshire Stoke-on-Trent ShropshireWest Yorkshire Brighton CumbriaMerseyside Medway Kent CornwallGreater Manchester Plymouth HampshireGreater 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.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 partnershipprovided by the TAS partnership.

This report presents the survey results for FIRST and compares them to the results for all West Yorkshire PTE and to all PTE areas surveyed.

Bus Passenger Survey: First in WYPTE report. June 2010 1

Sample Profile

FIRST WYPTE PTEs FIRST WYPTE PTEs

SAMPLE 974 1846 8053 SAMPLE 974 1846 8053

% % % % % %SEX JOURNEY PURPOSE Male 36 35 32 Commute 46 40 41Female 60 62 64 Shopping 26 31 31Not stated 4 4 4 Visiting friends/relatives 10 10 10

Sport/entertainment 3 3 3AGE Day out 3 4 216-25 18 16 17 Travel to/from holiday 0 0 026-34 12 10 9 Personal business 4 4 435-44 14 13 12 Company business 1 1 145-54 18 16 16 Other 5 4 555-59 9 9 960+ 25 32 32 REGULAR TRAVELLER

Yes (6 or more journeys in last 2 weeks) 50 48 53DISABILITY N 48 48 43DISABILITY No 48 48 43Yes 15 17 20 Not stated 2 3 4No 72 70 69Not stated 14 13 12

OTHER POSSIBLE MODESTIME OF TRAVEL Car (passnger) 26 26 25Peak (before 9:30 or between 4pm and 7pm) 37 33 34 Car (driver) 17 16 127pm) ( )

Off peak (between 9:30am and 4pm or after 63 67 66 Train 8 9 9Taxi 21 20 21

CONCESSIONARY FARE Bicycle 4 3 4Concession 23 31 33 On foot/walking 28 28 30No concession 77 68 67 Metro/light rail/tram 0 1 3

Coach 0 0 0Motorbike 0 1 0Motorbike 0 1 0Other 3 4 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.


Overall SatisfactionOverall satisfaction with bus journey % very/fairly

satisfied

8941% 48% 7% 3% 2%FIRST (922)

91

87

46%

44%

45%

43%

6%

7%

3%

4%

1%

2%

WYPTE (1755)

PTEs (7676)

60% 36% 2% 1%1%F h ld (300)

Overall journey satisfaction by key passenger groups for FIRST

Q26. Overall, taking everything into account from start to end of this bus journey, how satisfied were you with your bus journey today?

% very/fairly satisfied

Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied

60%

35%

31%

36%

52%

48%

2%

8%

13%

3%

6%

1%

1%

2%

1%Free pass holders (300)

Fare-payers (619)

Age 16-25 (143)

96

87

79

33%

36%

36%

59%

52%

54%

56%

37%

11%

6%

6%

2%

3%

2%

1%

1%1%

3%

1%Age 26-34 (98)

Age 35-54 (276)

Age 55-59 (80)

Age 60+ (311)

85

90

92

96

29%

48%

58%

42%

7%

7%

4%

1% 2%

1%

g ( )

Peak travel (315)

Non peak travel (607)

V i fi d F i l i fi d N i h i fi d di i fi d F i l di i fi d V di i fi d

88

90



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(% /f i l ti fi d)

24%

6%

27%

5%

27%

3%

Printed bus timetable

Online bus timetable from bus company website

FIRST WYPTE PTEs

Printed bus timetable 90 91 87

(% very/fairly satisfied)

1%

0%

1%

0%

1%

0%

Traveline website

Transport Direct website

Online bus timetable 91 91 91

Traveline website - - 91

Transport Direct website

- - -

1%

1%

1%

1%

1%

1%

Other website

Phoned bus company

Other website - - -

Phoned bus company - - 71

Phoned local council - - -

0%

4%

0%

4%

0%

4%

Phoned local council

Other

Q7. How satisfied were you with the information sources you used?

64%60%60%

None

FIRST (974) WYPTE (1846) 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

20%

12%

19%

9%

19%

4%

Single ticket paid for in cash

Return ticket paid for in cash

20%

3%

4%

28%

3%

4%

28%

5%

4%

Free bus pass for the elderly

Free bus pass for people with a disability

Discount ticket (student/other)

11%

1%

18%

9%

1%

16%

4%

8%

1%

20%

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

6%

4%

16%

6%

4%

20%

7%

4%

p y

Travel pass covering bus and other modes of transport valid for more than one day

Other

Q2. What type of ticket did you use for this journey?

FIRST (974) WYPTE (1846) PTEs (8053)


Method of Buying Ticket

58%

Method of buying ticket Rating the ease of buying a ticket using that method(% very/fairly easy)58%

13%

14%

58%

10%

16%

53%

17%

From the driver today

From a driver before today

From a travel office/travel centre/bus

FIRST WYPTE PTEs

F h d i d 98 98 9

( y y y)

1%

4%

16%

1%

5%

14%

3%

5%

station/booking office

From a website

From a local shop or post office

From the driver today 98 98 97

From a driver before today 95 94 96

Travel office/centre/bus 90 92 900%

10%

1%

0%

9%

5%

0%

6%

From a machine at the bus stop

Other

station/booking office 90 92 90

From a website - - 90

From a local shop/post office 87 891%1%2%

None

FIRST (654) WYPTE (1006) PTEs (4168)

From a local shop/post office - 87 89

From machine at bus stop - - -

Q4 And how easy did you find buying this ticket – was it ?

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


Bus Stop FacilitiesFacilities at the bus stop (% saying facility was available)

77%

45%

74%73%

A shelter

45%

65%

41%

63%

18%

66%

An electronic display showing lengthof time till next bus is due to arrive

A timetable

18%

38%

16%

36%

66%

17%A route map

Li h i

48%

36%

44%

29%

26%

Lighting

A code so I can use a mobile phoneto find the time of the next bus

FIRST (974) WYPTE (1846) PTEs (8053)

Q11. Which of the following were available at the stop where you caught this bus?


Satisfaction with Bus Stop% /f i l

28% 46% 13% 8% 5%FIRST (933)

Overall satisfaction with bus stop facilities % very/fairly satisfied

74

31%

27%

44%

44%

13%

15%

7%

8%

5%

6%

WYPTE (1741)

PTEs (7511)

V ti fi d F i l ti fi d N ith ti fi d di ti fi d F i l di ti fi d V di ti fi d

74

71


60% 30% 9% 1%Any route maps provided

Satisfaction with bus stop facilities

Q13. Overall, how satisfied were you with the facilities at the bus stop?

90 89 85

% very/fairly satisfiedFIRST WYPTE PTEs

60%

60%

54%

30%

30%

32%

9%

5%

9%

3%

3%

1%

2%

1%

(157)

Any electronic information e.g.showing time of next bus (400)

The timetable informationprovided (570)

90 89 85

90 91 90

86 88 85

50%

41%

36%

39%

9%

14%

3%

3%

2%

2%

p ( )

The provision of shelter (677)

Your personal safety at thebus stop (913)

86 86 84

80 81 78

36%

30%

39%

39%

13%

15%

9%

11% 4%

3%The cleanliness and freedom

from graffiti (843)

The amount of litter (824)


75 76 74

69 71 70



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

FIRST WYPTE PTEs

Length of time waited for bus(% waiting for…)

Under 2 mins 13 12 12

2-5 mins 40 41 37

More than 5 mins, and up to 10 mins 30 29 29

More than 10 mins and up to 15 mins 10 10 11More than 10 mins and up to 15 mins 10 10 11

More than 15 mins 5 5 8

Not sure 1 1 1

Q14 H l did it f b ?Q14. How long did you wait for your bus?

How waiting time for the bus compared with expectation

13%

11%

69%

70%

15%

15%

3%

3%

FIRST (974)

WYPTE (1846)

12% 65% 20% 3%PTEs (8053)

Less time than you expected About the length of time you expected Longer than you expected No answery p g y p g y p


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 satisfiedFIRST WYPTE PTEs

42% 37% 9% 6% 6%The length of time you had towait for the bus (911) 79 79 74

42% 36% 10% 5% 7%Whether the bus arrived ontime (841)

The frequency of buses on this

79 80 72

35% 35% 10% 10% 10%The frequency of buses on thisroute (878)


70 68 63

Q19. How satisfied were you with each of the following?


On the bus

62% 31% 5% 2%The ease of getting on and off the

Satisfaction with ‘on the bus’ factors

93 94 93

% very/fairly satisfiedFIRST WYPTE PTEs

62%

60%

31%

30%

5%

8%

2%

1% 1%

bus (944)

The information provided on theoutside of the bus (route number

and destination) (905)

93 94 93

90 92 90

51%

41%

37%

43%

7%

10%

3%

4% 2%

2%Being able to get a seat (921)

Room for all the passengers to sitor stand (919)

88 90 88

84 86 83

38%

36%

45%

43%

13%

13%

3%

5% 2%

1%Your personal security whilst on

the bus (894)

The temperature inside the bus(905)

84 85 81

80 82 80

35%

29%

44%

47%

14%

14%

5%

7% 2%

2%The cleanliness and condition of

the outside of the bus (905)

The comfort of the seats (901)

79 81 79

77 77 75

30% 43% 14% 9% 4%

( )

The cleanliness and condition ofthe inside of the bus (901)


73 77 74



Q20. Thinking about the bus journey itself, please indicate how satisfied you were with each of the following?

11

On the bus

38% 43% 11% 5%3%The length of time your journeytook (917)

Satisfaction with ‘on the bus’ factors: length of journey and provision of information % very/fairly satisfiedFIRST WYPTE PTEs

81 83 81

26% 36% 29% 7% 3%The information providedinside the bus (812) 62 64 62

Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfiedQ20. 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% saying….

Preferences for ‘on the bus’ information% saying….

57%51%

% saying…. % saying….

54% 52%53%47%

57%

48%

21% 24%

16%

32%26%

19%

31%

20%13%

28% 27%

18%

46%

29%23%

10%

30% 32%

24%

38%

18%

8%

47%

39%

17%

8%

48%

39%

17%13%

The amount of traffic on

the road

The route the bus took

The slow driving speed

Poor weather conditions

The time the bus waited at

stops

Time for passengers to board and pay tickets

Other reasons

FIRST (66) WYPTE (96) PTEs (530)

Timetable information

Route information Electronic information

Audio information Another type of information

FIRST (77) WYPTE (126) PTEs (461)( ) ( ) ( )


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


49% 38% 10% 2%1%The appropriateness of the

speed (910)

Satisfaction with ‘bus driver’ factorsy y

FIRST WYPTE PTEs

87 89 87

48%

49%

39%

34%

11%

16% 1%

1%1%

1%

Your feeling of safety fromroad accidents during the

journey (894)

The driver's appearance

87 88 86

83 86 8549%

39%

34%

41%

16%

13% 4%

1%1%

3%

(909)

The smoothness andfreedom from jolting during

your journey (906)

83 86 85

80 81 77

46% 33% 16% 4% 2%The helpfulness and attitude

of the driver (882)


79 82 79

Q23. Thinking about the driver, please indicate how satisfied you were with each of the following?


Value for Money

35% 30% 14% 12% 9%FIRST (802)

Satisfaction with value for money of your journey % very/fairly satisfied

65

40%

39%

30%

28%

12%

13%

10%

10%

8%

10%

WYPTE (1452)

PTEs (6040)

69

67


% % % % %F (596)


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

28%

68%

25%

31%

24%

34%

15%

5%

11%

15%

1%

16%

11%

1%

14%

Fare-payers (596)

Free pass holders (203)

Age 16-25 (133)

59

93

59

31%

32%

25%

59%

31%

27%

32%

29%

11%

17%

22%

8%

9%

16%

16%

2%

5%

2%

19%

7%

Age 26-34 (94)

Age 35-54 (263)

Age 55-59 (78)

Age 60+ (209)

62

59

57

88

24%

42%

31%

28%

15%

13%

16%

10% 7%

13%

g ( )

Peak travel (300)

Non peak travel (502)

V i fi d F i l i fi d N i h i fi d di i fi d F i l di i fi d V di i fi d

55

71



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?

Peak vs Off-peak comparison

Key variations in satisfaction between peak and off-peak – FIRST

55%

63%

71%The value for money

of your journey

Th f f th 63%

73%

74%

83%

The frequency of the buses on this route

The length of time you had to wait for the bus

73%

83%

82%

had to wait for the bus

Whether the bus arrived on time

69%

78%The cleanliness and freedom from graffiti

Peak Off-peak


Key drivers of overall satisfactionImpact of individual factors on overall satisfaction with bus journey – First in WYPTEThe 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.

First in WYPTE

WYPTE

PTEs

The Length Of Time Your Journey Took The Helpfulness And Attitude Of The Driver

The Length Of Time You Had To Wait For The Bus The Cleanliness And Freedom From Graffiti

Whether The Bus Arrived On Time Others

16Bus Passenger Survey: First in WYPTE report. June 2010

Satisfaction and ImpactSatisfaction with individual factors and their impact on overall journey satisfaction

First in WYPTE area

Length of time waited at stop

Journey time

P l it b

Helpfulness / attitude of driverMore Priorities for improvement

c t

Cleanliness at stopPunctuality

Getting a seatComfort of seatsValue for money

Personal security on bus

Appropriateness of speed

I m p

a c Real time at stop

Shelter at stop & timetableinformation at stop

Personal safetyat stop

g

Cleanliness inside bus

Ease of gettingon / off

Information on outside of bus

T t

y

Driver appearance

Smoothness of the ride

Feeling safefrom accidents

Route map provided at stopLitter at stop

Service frequency Room for everyone to sit / stand

Cleanliness

Informationinside bus

Temperature on bus

S a t i s f a c t i o n

Cleanliness outside of bus

Less

Lower HigherS a t i s f a c t i o n

17Bus Passenger Survey: First in WYPTE report. June 2010

Lower Higher

Questionnaire (1)

Bus Passenger Survey: First in WYPTE report. June 2010Above is a copy of the questionnaire, used in November 2009

18

Questionnaire (2)

Bus Passenger Survey: First in WYPTE report. June 2010 19Above is a copy of the questionnaire, used in November 2009

Questionnaire (3)


Questionnaire (4)


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