Journey satisfaction during Covid-19 · 2020. 10. 9. · Journey satisfaction: aggregated base size...

9 October 2020

Journey satisfaction during Covid-19

Journey satisfaction: rolling three-week data

The charts in this report show the degree to which those making journeys in the seven days prior to

responding to the survey are satisfied with various aspects of their experience. The data shown is a

mix of an aggregated 3-week rolling average and individual weekly satisfaction scores where 100

respondents or more have used a single mode in the last seven days.

The three-week rolling average aggregates the satisfaction scores given for journeys made over the

three weeks prior to the fieldwork date indicated.

The table on the following page describes this aggregation.

Journey satisfaction: rolling three-week data

Fieldwork date Covers journeys made between:

17-19 July 26 June – 19 July

24-26 July 3 – 26 July

31 July - 2 August 10 July - 2 August

7-9 August 17 July - 9 August

14-16 August 24 July – 16 August

21-23 August 31 July – 23 August

28-30 August 7 August – 30 August

4-6 September 14 August – 6 September



25-27 September 4 – 27 September

2-4 October 11 September – 4 October

Journey satisfaction: aggregated base size

Fieldwork date Train Bus (outside London) London bus London Underground

17-19 July 182 286 188 91

24-26 July 208 291 201 109

31 July - 2 August 274 336 212 129

7-9 August 291 344 245 160

14-16 August 356 409 263 184

21-23 August 341 423 283 190

28-30 August 388 454 294 203

4-6 September 371 481 292 193

11-13 September 422 502 328 221

18-20 September 386 515 307 221

25-27 September 380 514 301 214

2-4 October 329 515 252 180

The number of respondents included in the aggregated three-week rolling scores are as below:

Journey satisfaction: single week base sizes

Satisfaction scores for individual weeks are only shown for each mode if 100 or more respondents have used that mode

in the seven days prior to competing a questionnaire.

The base sizes for each mode at each week, where 100 or more respondents have used that mode in the last week is

described in the table below:

Fieldwork date Train Bus

(outside London)

London bus

31 July - 2 August 111 139

7-9 August 101 116

14-16 August 144 154

21-23 August 153

28-30 August 148 147 106

4-6 September 127 181

11-13 September 147 174 127

18-20 September 112 160

25-27 September 121 180

2-4 October 175

Satisfaction with the journey overall

8% 7% 12% 6% 7% 10% 7% 4%

79% 81% 81%

0

84% 72% 71% 79% 79%

0

82% 80% 80% 80% 80% 83% 84% 81% 76% 74% 76% 78%

17-19 Jul 24-26 Jul 31 Jul-2Aug

7-9 Aug 14-16 Aug 21-23 Aug 28-30 Aug 4-6 Sept 11-13 Sep 18-20 Sep 25-27 Sep 2-4 Oct

% Dissatisfied % Satisfied Three-week average

3% 3% 8% 2% 4% 8% 4% 6% 9% 6%

80% 82% 79% 85% 81% 79% 81% 77% 78% 79%

83% 85% 82% 82% 80% 82% 81% 81% 80% 79% 79% 78%

17-19 Jul 24-26 Jul 31 Jul-2Aug



Train

Bus

2

Satisfaction with the journey overall

0 0 0 0 0 0 0 0 0 0

73% 76% 71% 73% 72% 76% 78% 76% 72% 69% 68% 65%

17-19 Jul 24-26 Jul 31 Jul-2Aug


Three-week average

12% 12%0 0 0 0

66%

0

67%

0 0 0

77% 72% 70% 70% 73% 76% 73% 70% 67% 69% 69% 67%

17-19 Jul 24-26 Jul 31 Jul-2Aug



London Underground

London bus

Satisfaction with the ease of finding out how busy the

service would be before travelling

21% 16% 13% 17% 16% 15%49%0

50% 53% 45%61% 59%

0

49% 53% 52% 53% 49% 52% 55% 58%

14-16 Aug 21-23 Aug 28-30 Aug 4-6 Sept 11-13 Sep 18-20 Sep 25-27 Sep 2-4 Oct


13% 13% 11% 14% 15% 13% 14% 14%53% 54% 43% 46% 47% 48% 45% 47%

53% 53% 50% 48% 46% 47% 47% 47%



Train

Bus

2

0 0 0 0 0 0

47% 55% 53% 53% 49% 48% 48% 45%


Three-week average

17% 15%39% 0

51%0 0 0

56% 53% 48% 45% 45% 50% 49% 45%



London Underground

London bus

Satisfaction with the ease of finding out how busy the

service would be before travelling

Satisfaction with cleanliness

9% 8% 12% 7% 5% 6% 5% 7%

85% 75% 75%

0

78% 72% 79% 82% 86%

0

76% 79% 83% 81% 78% 77% 78% 78% 77% 78% 82% 81%

17-19 Jul 24-26 Jul 31 Jul-2Aug



4% 4% 8% 4% 1%8% 4% 5% 9% 10%

82% 82% 74% 85% 83% 77% 78% 77% 78% 73%

79% 80% 82% 81% 79% 80% 80% 81% 79% 77% 78% 76%

17-19 Jul 24-26 Jul 31 Jul-2Aug



Train

Bus

2

Satisfaction with cleanliness

0 0 0 0 0 0 0 0 0 0

70% 72% 71% 72% 72% 75% 74% 70% 66% 67% 70% 70%

17-19 Jul 24-26 Jul 31 Jul-2Aug


Three-week average

16% 19%

0 0 0 056%

063%

0 0 0

69% 71% 70% 69% 70% 70% 65% 61% 59% 63% 67% 64%

17-19 Jul 24-26 Jul 31 Jul-2Aug



London Underground

London bus

Satisfaction with the number of people wearing face

coverings

27%14%

25% 20% 23% 24% 22% 20%63% 75% 69%

0

69% 61% 65% 66% 69%

0

63% 69% 67% 69% 69% 75% 73% 70% 65% 64% 67% 70%

17-19 Jul 24-26 Jul 31 Jul-2Aug



16% 11%20%

8% 14% 14% 15% 19% 18% 15%73% 80% 75% 84% 77% 74% 70% 69% 72% 73%

69% 72% 72% 75% 75% 79% 78% 78% 74% 71% 71% 72%

17-19 Jul 24-26 Jul 31 Jul-2Aug



Train

Bus

2

0 0 0 0 0 0 0 0 0 0

59% 58% 59% 65% 67% 68% 65% 64% 65% 61% 63% 55%

17-19 Jul 24-26 Jul 31 Jul-2Aug


Three-week average

30% 27%

0 0 0 053%

059%

0 0 0

58% 54% 55% 57% 59% 59% 56% 55% 55% 59% 63% 60%

17-19 Jul 24-26 Jul 31 Jul-2Aug



London Underground

London bus

Satisfaction with the number of people wearing face

coverings

Satisfaction with the ability to keep a safe distance

from other passengers

11% 9%17% 11% 11% 16% 14% 9%

79% 77% 76%

0

77% 73% 71% 74% 75%

0

75% 77% 78% 79% 77% 78% 78% 77% 74% 73% 74% 75%

17-19 Jul 24-26 Jul 31 Jul-2Aug



7% 9% 13% 7% 10% 14% 13% 17% 13% 17%73% 77% 74% 80% 76% 72% 72% 70% 69% 73%

75% 79% 76% 77% 74% 77% 77% 76% 73% 71% 70% 70%

17-19 Jul 24-26 Jul 31 Jul-2Aug



Train

Bus

2

0 0 0 0 0 0 0 0 0 0

71% 73% 72% 69% 68% 68% 68% 65% 66% 64% 62% 57%

17-19 Jul 24-26 Jul 31 Jul-2Aug


Three-week average

29% 26%

0 0 0 057%

058%

0 0 0

65% 60% 59% 59% 63% 66% 64% 64% 59% 60% 60% 58%

17-19 Jul 24-26 Jul 31 Jul-2Aug



London Underground

London bus

Satisfaction with the ability to keep a safe distance

from other passengers

Satisfaction with what the operator did to help

passengers travel safely

9% 6% 12% 11% 9% 13% 9% 12%63% 74% 67%

0

59% 58% 54%69% 61%

0

65% 67% 66% 68% 68% 71% 66% 62% 57% 59% 60% 65%

17-19 Jul 24-26 Jul 31 Jul-2Aug



7% 5% 11%4% 6%

16%8% 10% 6% 10%

74% 71% 63% 74% 66% 62% 62% 65% 63% 62%

72% 72% 71% 71% 69% 69% 68% 67% 63% 63% 63% 63%

17-19 Jul 24-26 Jul 31 Jul-2Aug



Train

Bus

2

0 0 0 0 0 0 0 0 0 0

65% 66% 60% 61% 59% 61% 58% 56% 50% 50% 51% 54%

17-19 Jul 24-26 Jul 31 Jul-2Aug


Three-week average

18%11%

0 0 0 046%

054%

0 0 0

60% 56% 53% 52% 55% 56% 54% 50% 50% 55% 57% 55%

17-19 Jul 24-26 Jul 31 Jul-2Aug



London Underground

London bus

Satisfaction with what the operator did to help

passengers travel safely

Satisfaction with the behaviour of other passengers

24% 18% 21% 26% 21% 20% 23% 21%61% 68% 68%

0

59% 58% 62% 64% 67%

0

65% 70% 67% 66% 66% 68% 65% 61% 60% 61% 64% 66%

17-19 Jul 24-26 Jul 31 Jul-2Aug



17% 14% 20%13% 11% 16% 17% 21% 16% 18%70% 72% 71% 75% 77% 72% 70% 67% 69% 67%

68% 71% 72% 71% 71% 73% 74% 74% 73% 70% 69% 68%

17-19 Jul 24-26 Jul 31 Jul-2Aug



Train

Bus

2

0 0 0 0 0 0 0 0 0 0

59% 57% 58% 59% 61% 63% 62% 61% 60% 56% 53% 48%

17-19 Jul 24-26 Jul 31 Jul-2Aug


Three-week average

31% 33%

0 0 0 0 40% 055%

0 0 0

57% 55% 53% 56% 57% 57% 50% 50% 49% 55% 56% 53%

17-19 Jul 24-26 Jul 31 Jul-2Aug



London Underground

London bus

Satisfaction with the behaviour of other passengers

Satisfaction with how staff helped you to feel safe

during your journey

7% 13% 11% 10% 10%51% 54% 53% 61% 50%0

51% 52% 52% 56% 54% 57%

28-30 Aug 4-6 Sept 11-13 Sep 18-20 Sep 25-27 Sep 2-4 Oct


6% 8% 7% 7% 10% 9%58% 60% 58% 62% 63% 59%

58% 59% 59% 60% 61% 61%



Train

Bus

2

0 0 0 0

48% 43% 43% 43% 45% 50%


Three-week average

10% 12%43% 0 48% 0 0 0

43% 43% 45% 47% 49% 48%



London Underground

London bus

Satisfaction with how staff helped you to feel safe

during your journey

Journey satisfaction during Covid-19 · 2020. 10. 9. · Journey satisfaction: aggregated base size...

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