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Bus Passenger Survey on
Go-Aheads passengers outside the London area
Results for:Oxford Bus
September 2012
Contact: Murray Leader, Research Team, Passenger Focus
2nd Floor, 1 Drummond Gate, Pimlico, London, SW1V 2QY.
Tel: 0300 123 0843 Email: [email protected]
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Contents
Page
Methodology 3
1. Passenger profile 4
.
3. About the journey 10
4. The bus stop 15
5. Waiting for the bus 196. On the bus 21
7. Miscellaneous 28
Appendices (Copy of questionnaire and bus routes sampled) 30
Bus Passenger Survey
Go-Ahead passengers spring 2012Results for
Oxford Bus 2
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Outline of methodology
The survey has been carried out using our established Bus Passenger Survey methodology. This survey programme has measured bus
passengers experiences on bus routes across all of Go-Aheads bus companies within our remit area, i.e. England outside of London.
This report outlines the results for Oxford Bus bus services.
Passenger Focus appointed GfK NOP Ltd to provide the agency support required on the survey.
The Bus Passenger Survey is designed to measure passengers experiences of bus travel, and to be representative by bus passenger
journeys made. Passenger opinion was collected via a self-completion questionnaire. Passengers were asked to rate the journey they had
ust ex erienced. The sam lin rocess used is summarised below further detail is in the methodolo document on our website :
A database of all Oxford Buss services was sourced from ITO World, which collects and makes available the bus journey data shown
by Traveline. Every timetabled journey for every Oxford Bus bus route was listed (except school bus services) and ascribed a value
which took into account an adjustment for passenger turnover on longer routes.
That list of routes was then stacked and sorted by day of week, time, and route. The sample was selected using systematic sampling,
picking every nth event based on the cumulative value attributed to each route within the sorted list (n being the number of shifts
required). Each of the n services selected formed the start time for each shift.
Field workers made as many return trips feasible during their 3 hour shift on the routes selected. They discussed the survey, inviting all
passengers who boarded those services the chance to participate. Passengers wishing to participate were given a questionnaire to
complete after their journey, together with a reply paid envelope. Fieldwork was conducted between the middle of March and the middle of
May 2012 (excluding the Easter school holiday period).
Weighting was applied to offset the effect of differential response rates by age and gender. Weighting was also applied to each bus
In the repor t: A ll resul ts are based on weighted values. The numbers in brackets shown af ter question/category texts are the
actual numbers of responses generating the answer value shown. Where there is less than 75 responses, the result is not shown.
companys results within the Go-Ahead Group so that the Go-Ahead Group level figures are representative by passenger journeys made
on their routes within England outside of London.
Bus Passenger Survey
Go-Ahead passengers spring 2012Results for
Oxford Bus 3
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Passenger profile 1. Passenger profile
Oxford Bus
(543)
Go-Ahead
Group (6586)
Oxford Bus
(543)
Go-Ahead
Group (6586)
% %
Gender
Male 42 37
% %
Time of journey*
Peak traffic hours 36 29
Female 55 59
Not stated 3 3
Age
Out of peak traffic hours 61 69
Not stated 3 3
Basis of travel
16-3453 39
35-59 33 30
60+ 13 29
Not stated
Fare paying passenger 84 35Free pass holder 16 65
Not stated
Having a disability
Yes 11 20
Access to pr iv ate transport
Easy 30 29
Moderate 34 34
Not stated 6 4
m e none 31 33
Not stated 4 4
* note: no surveys before 6 am or after 10 pm.
Bus Passenger Survey
Go-Ahead passengers spring 2012Results for
Oxford Bus 4
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Overall satisfaction 2. Key measures
Overall satisfaction with bus journey
% sat. 2011
49 40 8 2 1Go-Ahead Group (6384)
89 91
45
47
52
46
42
39
5
8
7
3
1
1
1
1
Blue Star (298)
Brighton & Hove (1213)
Go North East (1773)
91
89
91
94
90
92
53
46
54
37
45
38
7
5
5
3
2
2
1
1
Metrobus (768)
Oxford Bus (523)
Oxford Park & Ride (265)
90
92
92
93
91
*
45
46
44
39
36
43
12
9
9
2
3
3
2
6
1
Plymouth Citybus (393)
Southern Vectis (221)
Thames Travel (186)
84
82
87
90
91
*
49 35 12 3 1Wilts & Dorset (534)
Q33. Overall, taking everything i nto account from start to end of this bus journey, how satisfied were you with your bus journey today?
Base: All who gave a rating for thi s question
84 90
Bus Passenger Survey
Go-Ahead passengers spring 2012Results for
Oxford Bus
s area no surveye n
5
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Overall satisfaction 2. Key measures
Overall satisfaction with bus journey by key passenger groups
46 45 5 21Oxford Bus (523)
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied % sat.
92
2011
91
69
42
41
30
49
50
1
6
5
1
3
4
1
1
Free pass holders (206)
Fare payers (316)
16 to 34 (150)
98
90
90
95
91
91
43
76
37
49
21
51
7
1
7
1
4 1
35 to 59 (161)
60 plus (208)
Male (189)
92
97
89
91
97
90
41
53
50
40
4
5
4
11
Commuting (199)
Non-commuting (298)
92
92
89
94
Q33. Overall, taking everything i nto account from start to end of this bus journey, how satisfied were you with your bus journey today?
Bus Passenger Survey
Go-Ahead passengers spring 2012Results for
Oxford Bus
Base: All who gave a rating for thi s question
6
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Value for money 2. Key measures
Value for money of bus journey (fare-paying passengers only)
% sat. 2011
52 6020 32 17 17 14Go-Ahead Group (2946)
65
48
54
60
57
68
27
18
23
38
30
31
14
20
16
14
16
18
7
16
13
Blue Star (135)
Brighton & Hove (619)
Go North East (718)
46
58
64
49
58
*
14
20
28
32
38
36
14
18
18
18
16
14
22
7
4
Metrobus (285)
Oxford Bus (317)
Oxford Park & Ride (193)
51
27
48
59
29
*
17
14
21
33
14
27
17
19
19
17
18
24
15
36
9
Plymouth Citybus (217)
Southern Vectis (86)
Thames Travel (99)
Q35. How satisfied were you with the value for money of your journey?
Base: All fare paying passengers who gave a rating for this question
55 6420 35 15 20 9Wilts & Dorset (173)
Bus Passenger Survey
Go-Ahead passengers spring 2012Results for
Oxford Bus
*This area not surveyed i n 2011
7
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Value for money 2. Key measures
Value for money of bus journey by demographic groups (fare-paying passengers only)
20 38 18 16 7Oxford Bus (317)
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied % sat.
58
2011
58
17
26
38
37
19
17
18
13
8
7
16 to 34 (148)
35 to 59 (147)
55
62
53
66
22
23
41
39
15
18
14
12
8
7
Female (208)
Commuting (171)
63
62
59
56
Q35. How satisfied were you with the value for money of your journey?
on-commu ng 55 62
Base: All fare paying passengers who gave a rating for this question
Bus Passenger Survey
Go-Ahead passengers spring 2012Results for
Oxford Bus 8
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Value for money expectations 2. Key measures
Single most influence on value for money rating (fare-payers who gave an opinion about value for money)
41
43
21
27
15
9
6
8
18
13
o- ea roup
Blue Star (123)
Cost for distance travelled
44
40
18
42
12
5
6
2
21
11
Go North East (662)
Konectbus (99)
Cost of bus compared to otherforms of transport
Cost in relation to everyday
46
34
42
17
33
21
17
15
10
7
5
4
13
14
23
Oxford Bus (292)
Oxford Park & Ride (174)
Pl mouth Cit bus 195
items, e.g. a loaf of bread
Comfort/quality of the journey forthe fare paid
42
38
28
25
15
14
7
7
8
16
Southern Vectis (73)
Thames Travel (92)
Wilts & Dorset (152)
Other reason
Respondent numbers too low to chart result
Q36. What had the biggest influence on the value for money rating you gave in the previous question?
Bus Passenger Survey
Go-Ahead passengers spring 2012Results for
Oxford Bus
Base: Fare-payers who gave a rating for value for money and answered this question
9
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Journey purpose 3. About the journey
Stated journey purpose (%)
39
17
32Travelling to/from work
14
12
26
12
Travelling to/from education
Oxford Bus (513)
11
4
10
10
Leisure trip, e.g day out
Go-Ahead Group (6205)
4
5
5
s me ca ac y
Other
Q7. What is the main purpose of your bus journey today?
Bus Passenger Survey
Go-Ahead passengers spring 2012Results for
Oxford Bus
Base: All who answered this question
10
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Main reason for choosing the bus 3. About the journey
Reason for choosing to t ravel by bus (%)
17
15
15Preferred bus to walking/cycling
12
13
11
ore conven en an car
Cheaper/more convenient than other transport
Oxford Bus (524)
6
12
8
9
Cheaper than car
Other
Go-Ahead Group(6255)
36
45Had no other option
Q9. What was the main reason you chose to take the bus for this jou rney?
Bus Passenger Survey
Go-Ahead passengers spring 2012Results for
Oxford Bus
11
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Ticket used for journey 3. About the journey
1328Elderly person's pass
Free pass or free journey
Ticket used for the journey (%)
1
17
5
2
13
Disable person's pass
Complimentary ticket
Standard single ticketSingle / return tickets
167
2
Standard return ticket
A single deducted from a multi-ticket/carnet
Reduced single/return ticket
61
2
9
1
Bus pass for many companies
Bus pass for that bus company only
Multi-mode travel pass
Oxford Bus (541)
Go-Ahead Group (6567)
ay passes
26
8
1
4
19
3
Bus pass for many companies
Bus pass for that bus company only
Multi-mode travel pass
Pass / season tickets for longer periods
76Other*
Other
Q3. What type of ticket did you use for this journey?
Bus Passenger Survey
Go-Ahead passengers spring 2012Results for
Oxford Bus
ase: w o answere s ques on
* Includes those who ticked more than one paid ticket type
12
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Method of buying ticket 3. About the journey
Method of buying ticket (% using that method) Ticket format
A standard paper ticket /pass 49
A plastic card you touched onto the fare machine 47
46
19
52Driver - day of journey
Travel centre/bus stn/booking off.
A photo card ticket /pass you showed the driver 2
A ticket sent to your mobile you showed the
driver0
14
9
11
4
Direct from bus co. (web/phone)
Direct debit through work/college
Other format 0
5
2
4
9
Local shop or post office
Driver - before day of journey
Oxford Bus 329
2
3
ac ne a us s op
Other
Go-Ahead Group (3073)
Q4. How did you buy that ticket or pass?
Base: all fare-paying passengers
Q5. In what format was your ticket?
Base: all fare-paying passengers
Bus Passenger Survey
Go-Ahead passengers spring 2012Results for
Oxford Bus 13
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Planning the journey 3. About the journey
38Information at the bus sto
Information sources used to p lan journey (% using that source)
9
4
8
4
Direct from bus company website
Mobile app
1
2
1
1
Used Traveline (phone or website)
Local council website
Phoned bus company
1
Asked bus company using Facebook/Twitter
Visited a travel shop
Go-Ahead Group (6586)
8
57
9
55
Other
Already knew from a previous journey
10None used
Q6. What information sources did you use to help plan your journey today? (please tick all that apply)
Bus Passenger Survey
Go-Ahead passengers spring 2012Results for
Oxford Bus
Base: All survey respondents
14
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Overall rating of bus stop 4. The bus stop
Overall satisfaction with the facilities at the bus stop
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied % sat. 2011
40
37
44
44
9
13
4
4
3
2
Oxford Bus (528)
Go-Ahead Group (6370)
84
81
78
77
Q16. Overall, how satisf ied were you with the bus stop?
Base: All who gave a rating for this question
Bus Passenger Survey
Go-Ahead passengers spring 2012Results for
Oxford Bus 15
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Bus stop facilities 4. The bus stop
Extent to which bus stop facilit ies are provided (%)
83
75
83
78
A timetable
A shelter
62
56
61
37
Seating
An electronic display showing when the nextbus is due to arrive
31
21
32
26
A route map
A code so you could use a mobile phone tofind the time of the next bus
Lighting
Go-Ahead Group (6586)
6
6
15
14
Information on fares
Information on the types of tickets available
Bus Passenger Survey
Go-Ahead passengers spring 2012Results for
Oxford Bus
.
Base: All survey respondents
16
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At the bus stop 4. The bus stop
Satisfaction with factors associated with the bus stop
57 31 8 2 3Distance of stop from journey start (527)
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied % sat.
88
2011
*
64
36
27
43
8
16
1
3
1
2
Convenience/accessibilty of location (511)
General condition/standard of maintenance(507)
91
79
*
*
43
35
36
40
14
18
5
3
2
4
Freedom from litter (502)
Information provided at stop (503)
79
75
72
*
48 37 11 2 2Personal safety at the stop (502) 86 81
Q15. Thinking about the bus stop itself, how satisfied were you with the following?
Base: All who gave a rating for this question
*This question not asked in 2011
Bus Passenger Survey
Go-Ahead passengers spring 2012Results for
Oxford Bus 17
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Waiting for the bus 5. Waiting for the bus
How passengers estimated when the bus would arrive (%)
34
32
35
23
Knew buses ran frequently on route
Knew from electronic display at stop
20
13
28Knew from timetable at stop
Did not know when bus was meant to arrive
12
3
21Looked up times in advance
2
6
3
Information bus co. provided directly e.g. mobile app,Facebook
Oxford Bus (529)
Go-Ahead Group (6452)
Q18. How did you know when the bus was meant to arrive?
Base: All who answered this question (Note more than one answer permissibl e)
Bus Passenger Survey
Go-Ahead passengers spring 2012Results for
Oxford Bus 18
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Waiting for the bus 5. Waiting for the bus
Satisfaction wi th waiting for the bus
46 31 9 7 7Length of time waiting for bus (520)
.
78 78
Q22. How satisfied were you with each of the following?
Base: All who gave a rating for this question
Abil ity to board f irst bus (%)
Oxford Bus (538) 2011
Yes 95 96
Q21. Were you able to board the fir st bus y ou wanted to travel on?
Base: All who answered this question
Bus Passenger Survey
Go-Ahead passengers spring 2012Results for
Oxford Bus 19
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Waiting for the bus 5. Waiting for the bus
How waiting time for the bus compared wi th expectation
Much less Little less About time expected Little longer Much longer
15
12
17
17
43
49
15
16
11
6
2012 (531)
2011 (643)
Q20. Thinking abou t the time you waited fo r the bus today, was it....?
Base: All who answered this question
For those expecting to wait 5 mins,
their actual times waited were:Oxford Bus (188)
2011
(244)
For those expecting to wait 10 mins,
their actual times waited were:Oxford Bus (145)
2011
(151)
Less than 5 minutes 43% 34% 5 minutes or less 41% 52%
5 minutes 26% 39% 6 to 9 minutes 12% 10%
10 minutes 27% 25%
6 to 9 minutes 5% 11%
Q17. How long di d you wait for the bus. Q19. How long did you expect to wait fo r the bus?
11 to 15 minutes 6% 5% 16 to 20 minutes 10% 2%
Over 15 minutes 9% 1% Over 20 minutes 4% 4%
Bus Passenger Survey
Go-Ahead passengers spring 2012Results for
Oxford Bus 20
* Five and ten minutes were the most commonly mentioned expected waiting times
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On the bus 6. On the bus
Satisfaction with on-bus factors: part 1
58 28 10 2 2External route & destination info 513
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied % sat. 2011
95
46 39 12 21
External cleanliness & condition (514) 85 90
63
61
29
26
6
9
1
3
1
1
Ease getting onto and off the bus (526)
Length of time to board bus (521) 87 93
Q23 Thinking about when the bus arrived, please indicate how satisfied you were with each of the following?
Base: All who gave a rating for this question
Bus Passenger Survey
Go-Ahead passengers spring 2012Results for
Oxford Bus 21
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On the bus 6. On the bus
Satisfaction with on-bus factors: part 2
38 46 12 2 2Cleanliness & condition inside the bus (532)
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied % sat.
84
2011
86
23
53
39
36
31
7
5
3
2
2
Information provided inside bus (465)
Availability of seating /space to stand (522)
63
89
74
92
35
32
44
41
15
17
5
8
1
2
Comfort of the seats (523)
Amount of personal space (521)
79
73
85
*
*
38
48
41
40
12
11
5 3
1
Temperature inside the bus (526)
Personal security whilst on bus (515)
80
87
80
88
Q24 Thinking about whilst y ou were on the bus, please indicate how satisf ied you were with each of the following?
Base: All who gave a rating for this question
*
Bus Passenger Survey
Go-Ahead passengers spring 2012Results for
Oxford Bus
22
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The bus driver 6. On the bus
Satisfaction wi th bus dr iver factors
60 32 7 11Stopping near to the kerb/bus stop (516)
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied Oxford
Bus
92
2011
*
55
43
36
32
7
19
1
6
1
1
Driver's appearance (510)
Greeting/welcome from the driver (516)
91
75
90
*
45
43
30
38
20
15
3
4
2
1
Driver's helpfulness and attitude (503)
Time driver gave you to get to your seat (511)
75
81
88
*
56 34 8 11
moo ness an ree om rom o ng
Safety of driving (appropriateness of thespeed, driver concentrating) (517)
90 *
Q32. Thinking about the driver, please indicate how satisfied you were with each of the following?
Base: All who gave a rating for this question
*This question not asked in 2011
Bus Passenger Survey
Go-Ahead passengers spring 2012Results for
Oxford Bus 23
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Anti-social behaviour during journey 6. On the bus
Incidence of concern during the journey caused by behaviour of other passengers (% saying yes)
5
9
Blue Star (309)
Brighton & Hove (1248)
3
10
Konectbus (213)
Metrobus (788)
5
5
6
Oxford Bus (543)
Oxford Park & Ride (271)
Plymouth Citybus (403)
12
2
Southern Vectis (224)
Thames Travel (193)
Q26. Did other passengers behaviour give you cause to worry or make you feel uncomfortable during your journey?
Bus Passenger Survey
Go-Ahead passengers spring 2012Results for
Oxford Bus
24
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Satisfaction with the journey time 6. On the bus
Satisfaction with journey time on the bus
49 35 10 3 22012 (528)
Q29. How satisfied were you with the length of time your journey on the bus took?
Base: All who gave a rating for this question
Comparison between passengers expected & actual on-bus journey times
Up to 15 min expected Over 15 min expected
Oxford Main GAtotal Oxford Main GAtotalActual journey times
(291)
(3266)
(232)
(3061)
More than 10 min shorter 1% 1%
6 to 10 min shorter 0% 0% 2% 3%
1 to 5 min shorter 8% 6% 11% 8%As expected 69% 80% 74% 71%
1 to 5 min longer 14% 9% 5% 9%
6 - 10 min longer 4% 3% 5% 5%
More than 10 min longer 4% 1% 1% 3%
Bus Passenger Survey
Go-Ahead passengers spring 2012Results for
Oxford Bus 25
Q27. How long was your journey on this bus? Q28. How long did you expect your journey on the bus to take?
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Factors affecting the journey length 6. On the bus
Factors affecting journey length
% saying yes note more than one answer permissible
2021
14
10
15
8
4 4
7
43
7
Congestion/traffic jams
Road works Bus driverdriving too
slowly
Poor weatherconditions
Bus waiting toolong at bus
stops
Timepassengers took
to board
-
Bus Passenger Survey
Go-Ahead passengers spring 2012Results for
Oxford Bus
.
Base: All survey respondents
26
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Availability of information inside the bus 6. On the bus
Presence of information inside the bus (% saying yes)
29
20A timetable
28
26
28A map of the bus route / journey
22
38
24
n orma on a ou c e s ares
Details of how to make a complaint if you had one
10
3
31An electronic display e.g. showing the next bus stop
Audio announcements e.g. saying the next bus stop Oxford Bus (543) Go-Ahead Group (6586)
Q31. Were an of these i tems of informat ion resent on the bus?
Bus Passenger Survey
Go-Ahead passengers spring 2012Results for
Oxford Bus
.
Base: All survey r espondents
27
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Awareness of facilities available 7. Miscellaneous
Awareness of faci li ties avai lab le f rom the bus company
82 10 9Weekly/monthly/annual season tickets
Ke Smartcard
74
60
12
27
14
13
Online timetables on the company website
Multi-trip offers/special tickets
35
33
50
54
15
13
A website adapted for use with a mobile
Ability to sign up for e-newsletter
27
23
59
62
14
14
Ability to check on Facebook for disruption
Ability to check on Twitter for updates
Yes No Not stated
Bus Passenger Survey
Go-Ahead passengers spring 2012Results for
Oxford Bus
.
Base: All survey respondents (543)
28
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Factors preventing more bus journeys being made 7. Miscellaneous
Factors f requently stopping bus journeys being made
% saying yes to each stated reason (i.e. it has f requently s topped them making journeys by bus )
32The places you can reach by bus
30
26
The frequency of the buses in the area
The cost of using buses
22
19
How long journeys take when going by bus
The reliability of buses
7
6
The comfort of buses
A concern for your personal safety on buses
Q39. Have any of the following frequently stopped you making journeys by bus?
Bus Passenger Survey
Go-Ahead passengers spring 2012Results for
Oxford Bus
ase: survey respon en s
29
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Appendix 1 Questionnaire (1) Appendices
Bus Passenger Survey
Go-Ahead passengers spring 2012Results for
Oxford Bus 30
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Appendix 1 Questionnaire (2) Appendices
Bus Passenger Survey
Go-Ahead passengers spring 2012Results for
Oxford Bus 31
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Appendix 1 Questionnaire (3) Appendices
Bus Passenger Survey
Go-Ahead passengers spring 2012Results for
Oxford Bus 32
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Appendix 1 Questionnaire (4) Appendices
Bus Passenger Survey
Go-Ahead passengers spring 2012Results for
Oxford Bus 33
8/10/2019 Go-Ahead Bus Passenger Survey Report - September 2012 - Oxford Bus
34/34
Appendix 2 Bus routes sampled for Oxford Bus Appendices
Shown below are the list of shi fts undertaken
ou e pera or ame ee ay ee en
2 OxfordBusCompany 1 1
3 Oxford
Bus
Company 2
4 OxfordBusCompany 1
5 Oxford
Bus
Company 5 2
6 Oxford
Bus
Company 2
x or us ompany
13 Oxford
Bus
Company 2
35 OxfordBusCompany 4 1
4A OxfordBusCompany 2 1
X13 Oxford
Bus
Company 1 1
X2 Oxford
Bus
Company 1
X3 OxfordBusCompany 1 1
Bus Passenger Survey
Go-Ahead passengers spring 2012Results for
Oxford Bus 34
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