VRLO VAŽNO final_syptesheffieldcommunitytransportJuly10

7/30/2019 VRLO VANO final_syptesheffieldcommunitytransportJuly10

1/22

BUS PASSENGER SURVEY SHEFFIELD

BUS PASSENGER SURVEY RESULTS FOR:

COMMUNITY TRANSPORT

Sheffield Community Transport inSouth Yorkshire PTE area

July 2010

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

Continental ResearchKingsbourne House229-231 High HolbornLondon WC1V 7DA

Bus Passenger Satisfaction Survey: Sheffield Community Transport inSYPTE report. July 2010

Email: [email protected]

Email: [email protected]


2/22

Contents

Page

Methodology 1

Sample profile 2

Overall Satisfaction 3

Planning the journey 4

Ticketing used for journey 5

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

Key drivers of overall satisfaction 15

Satisfaction and Impact 16

ppen x - e ues onna re -



3/22

Methodology

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

r an oun y

South Yorkshire Stoke-on-Trent Shropshire

West Yorkshire Brighton Cumbria

Merseyside Medway Kent Cornwall

Swindon Cambridgeshire

The survey used a self-completion questionnaire, which was handed to passengers onboard the bus during their. .

The survey was administered on a pre-selected sample of bus services in each area. The sample of bus serviceswas 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. Asample of services was then selected using a Probability Proportional to Size approach. The results for eachgeographical 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.

This report presents the survey results for SHEFFIELD COMMUNITY TRANSPORT and compares them to theresults for all SYPTE and for all PTE areas surveyed.


1


4/22

Sample Profile

SCT SYPTE PTEs SCT SYPTE PTEs

SAMPLE 241 2084 8053 SAMPLE 241 2084 8053

% % % % % %

SEX JOURNEY PURPOSE

Male 26 26 32 Commute 21 34 41

Female 71 70 64 Shopping 51 35 31

Not stated 3 3 4 Visiting friends/relatives 8 10 10

Sport/entertainment 2 3 3AGE Day out 5 2 2

-

26-34 2 7 9 Personal business 3 5 4

35-44 9 12 12 Company business 1 1 1

45-54 12 16 16 Other 4 6 5

55-59 8 10 9

60+ 59 36 32 REGULAR TRAVELLER

Yes (6 or more journeys in last 2 weeks) 58 53 53

DISABILITY No 39 44 43

Yes 24 23 20 Not stated 3 4 4No 67 67 69

Not stated 9 11 12

OTHER POSSIBLE MODES

TIME OF TRAVEL Car (passnger) 18 27 25

7pm)9 25 34 Car (driver) 9 12 12

Off peak (between 9:30am and 4pm or after 91 75 66 Train 2 4 9

Taxi 9 19 21

CONCESSIONARY FARE Bicycle 1 3 4

Concession 59 39 33 On foot/walking 47 34 30No concession 41 61 67 Metro/light rail/tram 7 6 3

NB: Throughout this report, base size information relates to the unweighted base, to show the real number of passengers who were interviewed toprovide the results. However, all data shown in the report, including sample profile data here, is weighted.

Coach 0 0 0

Motorbike 0 0 0

Other 8 5 4


2


5/22

Overall Satisfaction

Overall satisfaction with bus journey % very/fairlysatisfied

9884% 14% 1%1%

SHEFFIELD COMMUNITY

TRANSPORT (233)

86

87

47%

44%

39%

43%

8%

7%

4%

4%

2%

2%

SYPTE (2000)

PTEs (7676)

Overall journey satisfaction by key passenger groups for SHEFFIELD COMMUNITY TRANSPORT

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

% very/fairlysatisfied

ery sa s e a r y sa s e e er sa s e nor ssa s e a r y ssa s e ery ssa s e

91%

75%

8%

22%

1%

2%

Free pass holders (169)

Fare-payers (64)

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

99

97

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


3


6/22

Planning the journey

Information sources used to plan journey Satisfaction using that source of information

28%

1%

30%

2%

27%

3%

Printed bus timetable

Online bus timetable from buscompany website

SHEFFIELDCOMMUNITY

TRANSPORT

SYPTE PTEs

very a r y sa s e

0%

0%

1%

0%

1%

0%

Traveline website

Transport Direct website

Online bus timetable - - 91

Traveline website - - 91

Transport Direct - - -

0%

0%

0%

1%

1%

1%

Other website

Phoned bus company

website

Other website - - -

Phoned bus company - - 71

Phoned local council - - -0%

2%

0%

3%

0%

4%

Phoned local council

Other

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

59%58%60%

None

SHEFFIELD COMMUNITY TRANSPORT (241) SYPTE (2084) PTEs (8053)


Q6. What information sources did you use to help plan your journey today? (please tick all that apply)

4


7/22

Ticket used for journey

Ticket used for journey

29%

2%

21%

3%

19%

4%

Single ticket paid for in cash

Return ticket paid for in cash

54%

5%

1%

34%

5%

5%

28%

5%

Free bus pass for the elderly

Free bus pass for people with a disability

Discount ticket (student/other)

0%

1%

2%

7%

1%

14%

8%

1%

One day bus pass

Travel pass covering bus and other modes oftransport valid for one day

Bus ass valid for more than one da

5%

1%

6%

4%

7%

4%

Travel pass covering bus and other modes oftransport valid for m ore than one day

Other

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



5


8/22

Method of Buying Ticket

Method of buying ticket Rating the ease of buying a ticket using that method

(% very/fairly easy)

3%

6%

63%

16%

53%

17%

From the driver today

From a driver before today

From a travel office/travel centre/bus

SHEFFIELD

COMMUNITYTRANSPORT

SYPTE PTEs

0%

0%

0%

0%

14%

3%

station/booking office

From a website

From a local shop or post office

From the driver today 98 96 97

From a driver before today - 97 96

0%

5%

0%

5%

0%

6%

From a machine at the bus stop

Other

Travel office/centre/bus

station/booking office- 91 90

From a website - - 90

2%2%

None


From a local shop/post office - - 89

From machine at bus stop - - -

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


9/22

Bus Stop Facilities

Facilities at the bus stop

(% saying facility was available)

57%74%

73%A shelter

55%

16%

65%

18%

An electronic display showing length

of time till next bus is due to arrive

A timetable

8%

19%

9%17%

A route map

16%26%

29%

26%

Lighting

A code so I can use a mobile phone

to find the time of the next bus


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


7


10/22

Satisfaction with Bus Stop

46% 32% 11% 7% 4%SHEFFIELD COMMUNITY

TRANSPORT (204)

Overall satisfaction with bus stop facilities

very a r y

satisfied

78

30%

27%

42%

44%

13%

15%

7%

8%

7%

6%

SYPTE (1945)

PTEs (7511)

73

71

ery sa s e a r y sa s e e er sa s e nor ssa s e a r y ssa s e ery ssa s e

The timetable information

Satisfaction with bus stop facilities

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

% very/fairly satisfied

SHEFFIELDCOMMUNITYTRANSPORT

SYPTE PTEs

58%

51%

34%

35%

2%

11% 3%

1% 5%

provided (112)

The provision of shelter (115)

The cleanliness and freedom

from raffiti 160

92 83 84

86 77 74

58%

40%

28%

40%

8%

12%

2%

4%

4%

3%

Your personal safety at the

bus stop (199)

The amount of litter (148)

85 79 78

81 73 70

Any route maps provided (14)

Any electronic information e.g.

showing time of next bus (2)

100 82 85

100 90 90

Sample size to small

Sample size to small

Bus Passenger Satisfaction Survey: Sheffield Community Transport in SYPTE report. July 2010

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


11/22

Time Waiting for Bus

SHEFFIELDCOMMUNITY

SYPTE PTEs

Length of time waited for bus

(% waiting for)

Under 2 mins 16 10 12

2-5 mins 49 35 37

More than 5 mins, and up to 10 mins 23 29 29

More than 10 mins and up to 15 mins 3 12 11

More than 15 mins 3 9 8

Not sure 1 1 1

1 . ow ong you wa t or your us

How waiting time for the bus compared with expectation

10%

12%

78%

61%

6%

24%

5%

4%

SHEFFIELD COMMUNITYTRANSPORT (241)

SYPTE (2084)

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

Less time than ou ex ected About the len th of time ou ex ected Lon er than ou ex ected No answer


Q15. Thinking about the time you waited for this bus today, was it?

9


12/22

Satisfaction with Waiting for Bus

Satisfaction with factors around waiting for the bus % very/fairly satisfied

SHEFFIELDCOMMUNITY

SYPTE PTEs

66% 27% 5%2%The length of time you had to

wait for the bus (209) 93 70 74

71% 21% 3%4%Whether the bus arrived on

time (196) 92 68 72

54% 21% 8% 8% 9%

route (203)


75 59 63

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


10


13/22

On the bus

The ease of getting on and off the

Satisfaction with on the bus factors % very/fairly satisfiedSCT SYPTE PTEs

73% 25% 1% 1%

bus (221)

The cleanliness and condition of

the outside of the bus (216) 98 78 79

73%

81%

24%

16%

2%

1% 1% 1%

Being able to get a seat (216)

The information provided on the

outside of the bus (route number

and destination) (214)

98 87 88

97 89 90

72%

64%

24%

33%

3%

1%2%

Your personal security whilst on

the bus (217)

The comfort of the seats (215)

97 82 81

97 74 75

76%

71%

21%

25%

2%

3%

1%

1%

The cleanliness and condition of

the inside of the bus (217)

Room for all the passengers to sit

97 74 74

96 82 83

70% 26% 2% 1%1%

The temperature inside the bus

(215)96 79 80


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

11


14/22

On the bus

79% 17% 2% 1%The length of time your journey

took (214)

Satisfaction with on the bus factors: length of journey and provision of information % very/fairly satisfiedSCT SYPTE PTEs

97 80 81

55% 29% 15% 1%The information provided

inside the bus (173) 84 64 62


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

% sa in .

Preferences for on the bus information

% sa in .

61%

50%

57%

Sample size for SCT too small to be included in the chartSample size for SCT too small to be included in the chart

29%

42%

19%

4%

22%

32%

22%

29%

23%

10%

30% 32%

24%

32%

17% 16%

39%

17%13%

The amountof traffic on

the road

The route thebus took

The slowdriving speed

Poor weatherconditions

The time thebus waited at

stops

Time forpassengersto board andpay tickets

Otherreasons

SH EFF IELD COMMUN ITY TR AN SPORT (2) SYPTE (147) PTEs (530)

Timetable

information

Route in formation Electronic

information

Audio information Another type of

information



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


15/22

The Bus Driver

% very/fairly satisfied

82% 14% 4%The helpfulness and attitudeof the driver (227)

Satisfaction with bus driver factors SHEFFIELDCOMMUNITYTRANSPORT

SYPTE PTEs

96 80 79

81% 14% 4%The appropriateness of the

speed (220)

Your feeling of safety from

95 85 87

77% 17% 6%

journey (223)

The driver's appearance

(223)94 87 85

70% 21% 8% 1%

freedom from jolting during

your journey (223)


91 76 77

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


13


16/22

Value for Money

79% 15% 3%2% 1%SHEFFIELD COMMUNITY

TRANSPORT (160)

Satisfaction with value for money of your journey % very/fairlysatisfied

94

41%

39%

26%

28%

12%

13%

11%

10%

10%

10%

SYPTE (1540)

PTEs (6040)

67

67


% very/fairlysatisfied

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 SHEFFIELD COMMUNITY TRANSPORT

73% 19% 3% 3%2%Fare-payers (63) 92

87% 10% 2% 1%Free pass holders (97)


97

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


17/22

Key drivers of overall satisfaction

Importance of individual factors to overall satisfaction with bus journey Sheffield Community Transport in SYPTE

The figures in this chart are computed using a regression analysis which measures the correlation between overall satisfaction and satisfaction with individual factors.

Sheffield CommunityTrans ort in SYPTE

y , u y v .

SYPTE

PTEs

The Value For Money Of Your Journey The Length Of Time Your Journey Took

The Provision Of Shelter The Appropriateness Of The Speed

Whether The Bus Arrived On Time Others

15Bus Passenger Satisfaction Survey: Sheffield Community Transport inSYPTE report. July 2010


18/22

Satisfaction and Impact

Satisfaction with individual factors and their impact on overall journey satisfaction

Sheffield Community Transport - SYPTE

Value for money

orePriorities for improvement

t

Cleanlinessat stop

Shelter at stopTimetableinformationat stop

Servicefrequency

Punctuality

Room for ever one

Cleanlinessoutside of bus

Ease of ettin

Informationinside bus

Journey time

Appropriateness of speed

Driver appearance

Feeling safe from accidents

Imp

ac

Litter at stop

Personal

Length of time waited at stop

Getting a seatto sit / stand

Cleanliness inside bus

Comfort of seats

on / off

Information onoutside of bus

Personal securit

Helpfulness / attitude of driver

moo ness othe ride

safety at stop

Temperature on bus

on bus

Less

Some factors have not featured due to their having a low sample size

16Bus Passenger Satisfaction Survey: Sheffield Community Transport inSYPTE report. July 2010


19/22

Questionnaire (1)


Above is a copy of the questionnaire, used in November 2009

17


20/22

Questionnaire (2)


18



21/22

Questionnaire (3)


19



22/22

Questionnaire (4)


20


VRLO VAŽNO final_syptesheffieldcommunitytransportJuly10

Documents

Transcript of VRLO VAŽNO final_syptesheffieldcommunitytransportJuly10