Transport Focus Update Nina Howe Passenger Manager.
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Transcript of Transport Focus Update Nina Howe Passenger Manager.
![Page 1: Transport Focus Update Nina Howe Passenger Manager.](https://reader033.fdocuments.in/reader033/viewer/2022042615/56649f455503460f94c66702/html5/thumbnails/1.jpg)
Transport FocusUpdate
Nina Howe
Passenger Manager
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Introduction
• My role• Objective - Secure improved services for passengers on the
Great Western Rail Network
• Research – wider insights as well as bespoke research focused on the network
• Approach• Critical friend - productive working relationship with GWR
• Keen to share insight and work together with all stakeholders, such as TravelWatch SouthWest to help influence rail industry decision making and drive improvements
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Update
• Franchising•Provide advice to the DfT on how far we think bids meet passenger needs
•Provide passenger insights - Passenger priorities for improvement: Value for money the number one priority. Getting a seat, more frequent and punctual trains, and better information when there are delays were also among the top priorities
•GW DA - includes greater capacity; some journey time gains; NRPS targets; Passenger Reports; Passenger Charter; more car parking; improvements in ticketing and information
•Going forward work to help ensure that the interests of passengers remain front and centre over the life of the franchise
• Performance and service improvements•Consistently good day to day service is key driver in passengers’ satisfaction and trust in the rail industry.
•National Rail Passenger Survey - effective, trusted and cost effective way of encouraging longer-term improvements for rail passengers
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Update• Disruption
• GWR passenger satisfaction with delay handling down 44% to 39% in Spring NRPS wave
• Focus needs to be on all types of delay not just major ones. Key factors being…amount of information; usefulness & accuracy; speed; resolution time
• Engineering work• Keen to ensure passenger needs considered early in planning process and adequate
information provision supplied throughout
• Inputting into project and comms team on major possessions to help GWR refine planning and comms, using passenger research
• Our research in the build up to and during the Bath engineering shows passenger information must focus on central passenger requirement - ‘what does it mean for my journey?’
• Passengers (particularly commuters) need early information and have a ‘hierarchy’ of information needs
• Complaints and Appeals• If passengers have a complaint which the train company has not resolved to their
satisfaction then our contact team will try to help
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Evidence Base...• In total we speak to over 142,00 passengers each year
• National Rail Passenger Survey (‘NRPS’) – 60,000+ questionnaires completed each year. Used in franchise contracts, bonus schemes, business plans and by Network Rail Major Stations
• Bus Passenger Survey (‘BPS’) – 45,000+ questionnaires completed this year. Widely used to benchmark performance among bus companies and local authorities, supports investment and business plans
• Road User Survey – currently piloting methodologies for road user satisfaction survey
• Issue based research – smart ticketing, performance, trust, passenger priorities for improvement etc.
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NRPS: what passengers tell us about their services…
• Benchmark of rail passenger satisfaction - assesses service aspects that are important to passengers
• Passengers asked for views of an ‘actual’ journey
• It enables us to monitor trends in passenger satisfaction over time and across train operating companies (TOCs)
• Identifies areas that are performing poorly / well and highlights need to look into particular service areas in more detail
• Data tool allows you to examine trends at a more granular level
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…and how they travel to / would like to travel to the station
• NRPS data not only provides a wealth of information on the rail journey itself but also on how passengers access the rail network
• Enables insight into passenger’s attitude to current behaviour and what they believe would be improvements / and or change their behaviour, providing a useful basis for thinking about integrated transport
• Food for thought for this afternoon’s discussions…
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What do we know about modal access?
How do passengers access the rail network?• Most passengers already arrive at the station by foot (50%) - 58% of commuters, 38% of
business and 45% of leisure passengers
• After that, excluding over/under-ground train connections where they are available, the next most common mode of access is by car (17%), either dropped off/parked at station. This goes up to 20% if you include those arriving at the station by taxi. 11% arrive by bus / coach
Satisfaction with accessing the station• Nationally, satisfaction with public transport connections at stations is reasonably high at
74%. Slightly lower score for South West region (68%) and GWR Western building block lower still (65%)
• In contrast, satisfaction scores for the provision of car parking nationally are consistently low (49%). Whilst score is much higher in South West - at 69% - and GWR Western building block has seen an increase in satisfaction - now at 73%
Do passengers want to access the station in a different way?• Nationally, over one in ten people (15%) say, that if circumstances were different they
would consider using an alternative mode of access
National Passenger Survey Spring 2015
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Source: National Rail Passenger Survey. Sample size: 4,108 (15% of the total)
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Source: National Rail Passenger Survey. Sample size: 271 (17% of the total)
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Source: National Rail Passenger Survey. Sample size: 4,108
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Source: National Rail Passenger Survey. Sample size: 271
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Thank you
• Questions….