Tram Passenger Survey (TPS) All networks

Transcription

1 Tram Passenger Survey (TPS) All networks Rosie Giles Tel: results March Insight Team, Transport Focus, Fleetbank House, - Salisbury Square, London, ECY JX

2 Contents Overview Context to the survey Summary of findings The findings Experience and opinions of the journey Waiting at the stop The tram Negative experiences during the journey Passengers suggested improvements Opinion of trams in local area Further information Appendix : Passenger and journey context Appendix : Further detail on survey background and method Appendix : Questionnaire

3 Tram Passenger Survey (TPS) All networks Context to the survey

4 Background to the survey The Tram Passenger Survey (TPS) The TPS provides a consistent, robust measurement of passenger satisfaction with tram services in Britain It also informs our understanding of barriers to (greater) tram use, how to encourage greater use, and how to improve the passenger experience Comparisons can also be made with passenger experiences on buses and trains, as measured by the Bus Passenger Survey (BPS) and National Rail Passenger Survey (NRPS) The TPS covered tram services in Manchester, Birmingham, Blackpool, Nottingham, Sheffield and Glasgow*. Edinburgh Trams was covered in -. The survey method Passengers are approached while making a journey; they answer the survey about that journey specifically The questionnaire is self-completion, with passengers offered a choice of online or paper Interviewers approached passengers on all days of the week between am and pm, between September and December, surveys were completed across the six networks (, excluding Glasgow) For further details of the survey method, see Appendix *Glasgow Subway was included for the first time in. Due to the difference of this Subway network compared to tram networks it is excluded from this report, as well as any All Networks results, and can be found in a separate report.

5 The networks in context The Network Passenger Journeys Ticket Purchasing Information at stops Frequency Engineering disruptions/other notes line stops miles.* million TVMs at stops Conductors onboard Info boards at stops (TTs, fares) Passenger Info Displays Mon-Sat: every - mins Sun: - mins Blackpool illuminations Sep to Nov Heritage trams operate bank holidays, weekends and summer; not covered in this research No significant issues affected fieldwork Manchester Midland Metro lines stops miles line stops miles.** million.* million TVMs at stops Conductors onboard TVMs at stops Conductors onboard Info boards all stops (TTs, fares) Passenger Info Displays (Not all stops on Bury and Altrincham lines) Info boards at some stops (TTs, fares) Passenger Info Displays Mon-Sat: every - mins Sun: - mins Mon-Sat: every - mins Sun: mins Airport line opened late, covered for first time in Exchange Square and link with Victoria opened in December Increasing use of double carriage trams Second City Crossing opened in February enabling quicker journeys across the city A tram collision on the th November affected two shifts which were rescheduled due to no trams running Network extension to Grand Central (New Street Station) opened on May and was included in the TPS Network improvement works meant that two tram stops at the Wolverhampton end of the route were closed for the duration of fieldwork in (Wolverhampton St George s and The Royal) Nottingham lines stops miles.* million TVMs at stops Conductors onboard Info boards all stops (TTs, fares) Passenger Info Displays Mon-Sat: every - mins Sun: - mins No significant issues affecting fieldwork Sheffield lines stops miles.* million TVMs at stops Conductors onboard Info boards at stops (TTs, fares) Passenger Info Displays Mon-Sat: every - mins Sun: - mins No significant issues affecting fieldwork *Source: Department for Transport, Passenger journeys on light rail and trams by system in England, / **Source: Direct from operator

6 Tram Passenger Survey (TPS) All networks Key findings

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8 Passenger experience: a snapshot Overall journey satisfaction: trend over time Overall journey satisfaction: All networks* Blackpool Metrolink Midland Metro Nottingham Sheffield All Networks* Manchester Midland Metro Nottingham Sheffield *All networks includes different networks each year. and exclude Edinburgh Trams. - exclude Glasgow Subway

9 Passenger experience: a snapshot Overall journey satisfaction: trend over time All networks* Metrolink Nottingham Blackpool Midland Metro Sheffield The top factors linked to overall journey satisfaction and how they performed in What makes a satisfactory or great journey? On-tram environment and comfort % % Availability of seating or space to stand Comfort of the seats % % % Timeliness % % Amount of personal space Provision of grab rails Temperature Length of time waiting for the tram Punctuality *All networks includes different networks each year. and exclude Edinburgh Trams. - exclude Glasgow Subway

10 What makes a satisfactory or great journey? The top factors linked to overall journey satisfaction* What makes a satisfactory journey? What makes a great journey? % % % % Information throughout journey Cleanliness and condition of the tram Access to the tram stop *Key Driver Analysis looks at fare-paying passengers overall journey satisfaction response and their response to the individual satisfaction measures in the survey (including value for money), which have been grouped into themes based upon a statistical analysis of the responses. The left hand chart shows which themes most differentiate between those not satisfied and satisfied overall making a journey satisfactory. The right hand chart shows which themes most differentiate between those fairly and very satisfied overall making a great journey. The analysis combines data from and surveys to increase robustness. It also excludes satisfaction measures relating to tram staff; due to differences in staff availability across the networks not all TPS questionnaires feature questions about tram staff. In order to run the analysis in a consistent and practical manner all staff measures have been excluded. See appendix for a full explanation of the analysis to identify factors linked to overall journey satisfaction.

11 Passenger experience in : across the networks Satisfaction with key measures: All Networks* Manchester Midland Metro Nottingham Sheffield Overall journey Value for Money Punctuality Overall stop Satisfaction with other measures which make a satisfactory or great journey: Length of time waiting for the tram Space to sit/ stand on board Comfort of the seats Amount of personal space on board Provision of grab rails Temperature on board *Drivers of satisfaction differ by network. The most common drivers across TPS are shown here Statistically significant increase since (All networks) No change (All networks) Statistically significant decrease since (All networks) *All networks includes different networks each year. and exclude Edinburgh Trams.

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13 Summary of key findings () Across all five tram networks overall journey satisfaction has decreased slightly since, from to per cent. The number of passengers saying they were fairly satisfied with their journey increased slightly from per cent in to per cent. However this is at the cost of the proportion of passengers who are very satisfied, which has decreased significantly from per cent to per cent Satisfaction is high across all networks although ratings of Nottingham Express Transit have decreased significantly since (to per cent) The greatest increase in overall journey satisfaction is for Supertram, where there has been a significant increase from per cent in to per cent The slight decrease in overall satisfaction is likely influenced by Edinburgh Trams having not been included in the Tram Passenger Survey this year. In per cent of Edinburgh passengers were satisfied, which will likely have pulled up the overall score across all networks The key factor which makes tram journeys both satisfactory and great is the on board environment and comfort of the tram. Attributes relating to this have remained relatively consistent compared to, although satisfaction with the availability of seating or space to stand decreased significantly from per cent in to per cent. The amount of personal space on board is the lowest rated on board aspect, with per cent of passengers satisfied The next most important factor is timeliness. This is more important to making journeys satisfactory than great. Satisfaction with punctuality and the length of time waiting for the tram have remained unchanged since, with per cent of passengers satisfied with both aspects Amongst fare-paying passengers per cent were satisfied with the value for money of their journey, a very slight decrease since ( per cent) When evaluating whether their journey represented value for money passengers main criteria were the cost of the tram versus other modes of transport (which has increased significantly since amongst those satisfied with value for money) and the cost for the distance travelled

14 Summary of key findings () When thinking more generally about trams in the local area (rather than a specific journey) passengers are generally satisfied with a range of factors including connections with other modes of transport ( per cent satisfied), ease of buying tickets ( per cent), reliability ( per cent) and frequency of trams ( per cent). Satisfaction with the range of payment options has increased significantly since (from per cent to per cent), particularly in Blackpool where satisfaction increased from per cent in to per cent The slightly lower levels of general satisfaction (compared to satisfaction with a specific journey) indicate that there is still room for improvement and that not all journeys meet the same experience as that surveyed in the TPS Whilst overall journey satisfaction was high, per cent of passengers did spontaneously suggest an improvement to their journey. These varied by network but mostly concerned the seating and capacity (particularly for Metrolink and Midland Metro) or the design, comfort and condition of trams (particularly for Midland Metro and Nottingham) per cent of passengers experienced a delay to their journey in (: per cent), and when delayed the average length of delays was minutes (: minutes) Only per cent of passengers were troubled by the behaviour of other passengers. When there was cause for concern this related mostly to rowdy behaviour per cent of passengers were using the tram to commute, with per cent commuting to work and per cent to education The profile of tram passengers remains quite young, with per cent aged -. Blackpool has the oldest profile with over a third ( per cent) aged or over

15 Tram Passenger Survey (TPS) All networks Experience and opinions of the journey

16 Experience and opinions of the journey: summary Satisfaction with today s journey: All Networks Overall journey Value for money Punctuality On-vehicle journey time All networks*

17 Overall satisfaction (%) Total fairly/very satisfied All networks Blackpool Edinburgh Trams N/A* N/A* N/A* Metrolink Midland Metro NET Supertram Very Satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied *The and surveys did not include Edinburgh Trams Q. Overall, taking everything into account from the start to the end of this tram journey, how satisfied were you with your tram journey today? Base: All passengers (All networks), (Blackpool), (Metrolink), (Midland Metro), (NET), (Supertram)

18 Overall satisfaction (%) Total fairly/very satisfied All networks Blackpool Metrolink Midland Metro NET Supertram Very Satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied Q. Overall, taking everything into account from the start to the end of this tram journey, how satisfied were you with your tram journey today? Base: All passengers (All networks), (Blackpool), (Metrolink), (Midland Metro), (NET), (Supertram)

19 Who are satisfied and not satisfied passengers? All Networks Very satisfied passengers are more likely to: Fairly satisfied passengers are more likely to: Not satisfied passengers are more likely to: Journey purpose Be making a leisure journey (% of very satisfied passengers) Be commuting (% of fairly satisfied passengers) Be commuting (% of those not satisfied are commuting) Time of travel At offpeak times of the day (%), or at the weekend (%) At offpeak times or at the weekend (although less so than very satisfied passengers % and % respectively) During the weekday peak (% in the morning peak and % in the evening peak) Frequency of travel A quarter (%) travel once or twice a week, and another quarter (%) less frequently than this A large proportion are very frequent travellers ( or more times a week: %), but less so than those who are not satisfied The vast majority (%) travel once a week or more (with % travelling or more times as week) Access to private transport Have the best access to private transport (% with easy access to a car, % moderate ) Have good access (% easy; % moderate) but less so than very satisfied passengers Have good access (% easy; % moderate) but less so than very satisfied passengers Age and gender Quite evenly split across age groups (% -; % -; % +) but very satisfied passengers are more likely to be older Quite a young group (% are - ) but not as young as not satisfied The youngest passengers (% are -), although only slightly younger than fairly satisfied. Most likely to be male (%) Trust in the operator Have a great deal of trust in the operator, with % giving the highest rating ( Trust a great deal ) Have good levels of trust but fall inbetween the two extremes on either side (% with a great deal of trust; % do not trust at all Have the lowest level of trust, with % giving the lowest trust rating ( Do not trust at all ) Base: those very satisfied with journey overall () Base: those fairly satisfied with journey overall () Base: those neither/nor, fairly dissatisfied or very dissatisfied with journey overall ()

20 Who are satisfied and not satisfied passengers? Blackpool Very satisfied passengers are more likely to: Fairly satisfied passengers are more likely to: Not satisfied passengers are more likely to: Journey purpose Be making leisure journeys (%) Be making a leisure journey (%) than commuting (%), but less so than those who are very satisfied Time of travel No significant differences in the time of travel No significant differences in the time of travel Frequency of travel Use the tram less than once a month (%), and more likely to be a visitor to Blackpool (%) Use tram or more times a week (%) and be a Blackpool resident (%) Sample size of not satisfied passengers too small to report Access to private transport Have much better access to private transport (% easy access) Have not as easy access to private transport (% with easy access) Age and gender Older, with % aged +. No gender difference Younger, with a third aged or under (%). No gender difference Trust in the operator Have a great deal of trust in the operator (% saying they trust them a great deal) Trust the operator, but much more likely to be indifferent to positive (with % rating - on the -point scale) Base: those very satisfied with journey overall () Base: those fairly satisfied with journey overall () Base: those neither/nor, fairly dissatisfied or very dissatisfied with journey overall ()

21 Who are satisfied and not satisfied passengers? Metrolink Manchester Very satisfied passengers are more likely to: Fairly satisfied passengers are more likely to: Not satisfied passengers are more likely to: Journey purpose Be making leisure journeys (%) Be commuting (%) Be commuting (%) more so than fairly satisfied Time of travel Travel off-peak on a weekday (%) or at the weekend (%) Travel off-peak on a weekday (%) Travel during peak times (% - % in the morning and % in the afternoon) Frequency of travel Be those who travel almost everyday, or more days a week (%) Be those who travel or more days a week (%) Be travel more frequently (%) Access to private transport Have easier access to private transport ( moderate (%); easy %) Have moderate (%) access to private transport Have moderate (%) access to private transport but less to those who are fairly satisfied Age and gender Be from a relatively even set of age groups (% -; % -; % +) with a close gender split (Male %; female %) Be younger (% aged to ) and male (% male; % female) Be younger (% aged to ) and most likely to be male (% male; % female) Trust in the operator Have higher levels of trust in the operator (% rated - on a -point scale) Have medium to high levels of trust in the operator (% rated - on a -point scale) Have medium levels of trust in the operator (% rated - on a -point scale) Base: those very satisfied with journey overall () Base: those fairly satisfied with journey overall () Base: those neither/nor, fairly dissatisfied or very dissatisfied with journey overall ()

22 Who are satisfied and not satisfied passengers? Midland Metro Midland Metro Very satisfied passengers are more likely to: Fairly satisfied passengers are more likely to: Not satisfied passengers are more likely to: Journey purpose Be split between commuting and leisure journeys (% and % respectively) Be commuting (%) Be commuting (%) Time of travel Be travelling during off-peak weekday times (%) Be travelling at peak times (% peak; % peak morning; % peak afternoon) Be travelling at peak times (%), particularly on peak morning journeys (%) more than those who are fairly satisfied Frequency of travel Be travelling the least frequently (%) Be travelling less frequently than those who are no satisfied (%) Travel the most frequently (%) more than very/fairly satisfied Access to private transport Have moderate access to private transport (%) Have the most easy access to private transport (%) Have easy to moderate access to private transport (%; % easy ) less than fairly satisfied ( easy ) Age and gender Be from a relatively even set of age groups (% -; % -; % +) with a close gender split (female %; male %) Be between - (%) with a close gender split (female %; male %) Be between - (%) and primarily male (%) Trust in the operator Have high levels of trust (% rated - on a -point scale) Have medium to high levels of trust (% rated - on a -point scale) Have low levels of trust (% rated - on a -point scale) Base: those very satisfied with journey overall () Base: those fairly satisfied with journey overall () Base: those neither/nor, fairly dissatisfied or very dissatisfied with journey overall ()

23 Who are satisfied and not satisfied passengers? Nottingham Nottingham Very satisfied passengers are more likely to: Fairly satisfied passengers are more likely to: Not satisfied passengers are more likely to: Journey purpose Be leisure travellers (%) Be commuters (%) Time of travel Travel during off-peak (%) and weekends (%) Travel during weekends (%) Frequency of travel Travel less frequently ( or more days a week %) Travel once or twice a week (%) Sample size of not satisfied passengers too small to report Access to private transport Have easy access to private transport (%) Have easy to moderate access to private transport ( easy %; moderate %) Age and gender Be quite evenly split across age groups (% -;% -; % +) Be younger - (%) and female (%) Trust in the operator Have the high trust in the operator (% rated - on a -point scale) Have medium to high levels of trust (% rated - on a -point scale) Base: those very satisfied with journey overall () Base: those fairly satisfied with journey overall () Base: those neither/nor, fairly dissatisfied or very dissatisfied with journey overall ()

24 Who are satisfied and not satisfied passengers? Sheffield Sheffield Very satisfied passengers are more likely to: Fairly satisfied passengers are more likely to: Not satisfied passengers are more likely to: Journey purpose Be leisure travellers (%) Be commuters (%) Be commuters (%) more than those who are fairly satisfied Time of travel Be travelling during off-peak times (%) or weekends (%) Travel during off-peak times (%) Be travelling at peak times (%) Frequency of travel Travel the least frequently (% or more days a week) Primarily travel between or days a week (%) and once or twice a week (%) Travel the most frequently (% or more days a week) Access to private transport Have easy to moderate access to private transport (% easy ; % moderate ) Have moderate access to private transport (%) Have easy to moderate access to private transport (% easy ; % moderate ) similarly to those who are very satisfied Age and gender Be under + (% -; % - ) and female (%) Be younger (% -) Be younger (% -) but less than those who are fairly satisfied and male (%) Trust in the operator Have the high trust in the operator (% rated - on a -point scale) Have medium to high levels of trust (% rated - on a -point scale) Have low to medium levels of trust (% rated - on a -point scale) Base: those very satisfied with journey overall () Base: those fairly satisfied with journey overall () Base: those neither/nor, fairly dissatisfied or very dissatisfied with journey overall ()

25 Overall satisfaction (%) by gender and age All networks All passengers Total fairly/very satisfied Male Female Age to Age to Age + All passengers Male Female Age to Age to Age + Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied Q. Overall, taking everything into account from the start to the end of this tram journey, how satisfied were you with your tram journey today? Base: All passengers (All networks), (Blackpool)

26 Overall satisfaction (%) by gender and age All passengers Total fairly/very satisfied Male Female Age to Age to Age + Midland Metro All passengers Male Female Age to Age to Age + Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied Q. Overall, taking everything into account from the start to the end of this tram journey, how satisfied were you with your tram journey today? Base: All passengers (Metrolink), (Midland Metro)

27 Overall satisfaction (%) by gender and age All passengers Nottingham Total fairly/very satisfied Male Female Age to Age to Age + Sheffield All passengers Male Female Age to Age to Age + Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied Q. Overall, taking everything into account from the start to the end of this tram journey, how satisfied were you with your tram journey today? Base: All passengers (NET), (Supertram)

28 Overall satisfaction (%) by passenger type All networks All passengers Total fairly/very satisfied Fare-payers Free pass holders Commuting Not commuting All passengers Fare-payers Free pass holders Commuting Not commuting Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied Q. Overall, taking everything into account from the start to the end of this tram journey, how satisfied were you with your tram journey today? Base: All passengers (All networks), (Blackpool)

29 Overall satisfaction (%) by passenger type All passengers Total fairly/very satisfied Fare-payers Free pass holders Commuting Not commuting Midland Metro All passengers Fare-payers Free pass holders Commuting Not commuting Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied Q. Overall, taking everything into account from the start to the end of this tram journey, how satisfied were you with your tram journey today? Base: All passengers (Metrolink), (Midland Metro)

30 Overall satisfaction (%) by passenger type All passengers Nottingham Total fairly/very satisfied Fare-payers Free pass holders Commuting Not commuting Sheffield All passengers Fare-payers Free pass holders Commuting Not commuting Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied Q. Overall, taking everything into account from the start to the end of this tram journey, how satisfied were you with your tram journey today? Base: All passengers (NET), (Supertram)

31 Value for money (%) fare-payers only Total fairly/very satisfied All networks Blackpool Edinburgh Trams N/A* N/A* N/A* Metrolink Midland Metro NET Supertram Very Satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied *The and surveys did not include Edinburgh Trams Q. How satisfied were you with the value for money of your journey? Base: All fare-paying passengers (All networks), (Blackpool), (Metrolink), (Midland Metro), (NET), (Supertram)

32 Value for money (%) fare-payers only Total fairly/very satisfied All networks Blackpool Metrolink Midland Metro NET Supertram Very Satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied Q. How satisfied were you with the value for money of your journey? Base: All fare-paying passengers (All networks), (Blackpool), (Metrolink), (Midland Metro), (NET), (Supertram)

33 Value for money (%) fare-payers only All networks All passengers Total fairly/very satisfied Age to Age to Commuting Not commuting All passengers Age to Age to Commuting Not commuting Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied Q. How satisfied were you with the value for money of your journey? Base: All fare-paying passengers (All networks), (Blackpool)

34 Value for money (%) fare-payers only All passengers Total fairly/very satisfied Age to Age to Commuting Not commuting Midland Metro All passengers Age to Age to Commuting Not commuting Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied Q. How satisfied were you with the value for money of your journey? Base: All fare-paying passengers (Metrolink), (Midland Metro)

35 Value for money (%) fare-payers only All passengers Nottingham Total fairly/very satisfied Age to Age to Commuting Not commuting Sheffield All passengers Age to Age to Commuting Not commuting Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied Q. How satisfied were you with the value for money of your journey? Base: All fare-paying passengers (NET), (Supertram)

36 What influenced value for money rating (%) Those satisfied with value for money Those not satisfied with value for money All networks Blackpool Metrolink Midland Metro NET Supertram Cost for distance travelled Cost tram versus other transport Fare compared to everyday items Comfort/quality for the fare paid The cost of making the same trip by car* Other reason * Only asked for Metrolink NOTE: Those not satisfied with value for money includes respondents answering Neither satisfied nor dissatisfied Q. What had the biggest influence on the value for money rating you gave in the previous question? Base: All fare-paying passengers (All networks), (Blackpool), (Metrolink), (Midland Metro), (NET), (Supertram)

37 Tram Passenger Survey (TPS) All networks Waiting at the stop

38 Waiting at the stop: summary () Overall satisfaction with the stop: Waiting times: All Networks All Networks %. mins. mins Satisfaction: expected waiting time Expected wait time Actual reported wait time Checking tram information: Manchester Midland Metro Passengers who checked tram time % Nottingham Info sources used before arriving at stop Mixed; Disruption info online the most common source Sheffield Info sources used at stop % electronic display Among those that didn t check % knew service frequent

39 Waiting at the stop: summary () Satisfaction with the stop: All Networks Manchester Midland Metro Nottingham Sheffield Overall satisfaction with the stop Convenience / accessibility Freedom from graffiti / vandalism Behaviour of other passengers Personal safety Distance from journey start General condition and maintenance Freedom from litter Information provided

40 Satisfaction with the tram stop (%) Total fairly/very satisfied All networks Blackpool Metrolink Midland Metro NET Supertram Very Satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied Q. Overall, how satisfied were you with the tram stop? Base: All passengers (All networks), (Blackpool), (Metrolink), (Midland Metro), (NET), (Supertram)

41 Satisfaction with the tram stop (%) All networks Overall satisfaction - tram stop Total fairly/very satisfied Convenience/accessibility Freedom from graffiti/vandalism Personal safety at stop General condition/maintenance Behaviour of other passengers Distance from journey start Freedom from litter Information provided at the stop Overall satisfaction - tram stop Convenience/accessibility Behaviour of other passengers Personal safety at stop Distance from journey start Freedom from graffiti/vandalism General condition/maintenance Freedom from litter Information provided at the stop Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied Q. Thinking about the tram stop itself, how satisfied were you with the following: & Q. Overall, how satisfied were you with the tram stop? Base: All passengers, Blackpool ()

42 Satisfaction with the tram stop (%) Overall satisfaction - tram stop Total fairly/very satisfied Convenience/accessibility Personal safety at stop Freedom from graffiti/vandalism Distance from journey start Behaviour of other passengers General condition/maintenance Information provided at the stop Freedom from litter Midland Metro Overall satisfaction - tram stop Freedom from graffiti/vandalism Convenience/accessibility General condition/maintenance Behaviour of other passengers Distance from journey start Information provided at the stop Personal safety at stop Freedom from litter Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied Q. Thinking about the tram stop itself, how satisfied were you with the following: & Q. Overall, how satisfied were you with the tram stop? Base: All passengers (Metrolink), (Midland Metro)

43 Satisfaction with the tram stop (%) Nottingham Overall satisfaction - tram stop Total fairly/very satisfied Freedom from graffiti/vandalism General condition/maintenance Freedom from litter Convenience/accessibility Personal safety at stop Information provided at the stop Behaviour of other passengers Distance from journey start Sheffield Overall satisfaction - tram stop Personal safety at stop Convenience/accessibility Freedom from graffiti/vandalism Behaviour of other passengers General condition/maintenance Freedom from litter Distance from journey start Information provided at the stop Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied Q. Thinking about the tram stop itself, how satisfied were you with the following: & Q. Overall, how satisfied were you with the tram stop? Base: All passengers (NET), (Supertram)

44 Satisfaction with waiting time (%) Total fairly/very satisfied All networks (. minutes ) Average reported waiting time displayed in brackets Blackpool (. minutes ) Metrolink (. minutes ) Midland Metro (. minutes ) NET (. minutes ) Supertram (. minutes ) Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied Q. How satisfied were you with the length of time you had to wait for the tram? Base: All passengers (All networks), (Blackpool), (Metrolink), (Midland Metro), (NET), (Supertram)

45 How actual waiting time compared to expected (%) Total about the same or a little/much less than expected All networks (. minutes ) Average reported waiting time displayed in brackets Blackpool (. minutes ) Metrolink (. minutes ) Midland Metro (. minutes ) NET (. minutes ) Supertram (. minutes ) Much less than expected A little less than expected About the same A little longer than expected Much longer than expected Don't know Q. Thinking about the time you waited for the tram today, was it [ ] than expected? Base: All passengers (All networks), (Blackpool), (Metrolink), (Midland Metro), (NET), (Supertram)

46 How passengers checked tram times (%) All networks Before leaving Leaflet/paper timetable Online Live tram locator Disruption updates via social media Other Manchester At tram stop Electronic display Posters at stop Online Live tram locator Disruption updates via social media Other Did not check Main reasons for not checking times Knew they ran frequently Did not matter to me* Already knew arrival times Didn t have time Could not find the information Other Didn t know when meant to arrive** N/A N/A N/A* N/A* N/A* N/A N/A * Not asked in ** Not asked from Q. How did you know when the tram was meant to arrive? (More than one response permissible). Base: All passengers (All networks), (Blackpool), (Metrolink) Q. If you did not check to find out when the tram was meant to arrive, why was this? Base: All not checking arrival info (All networks), (Blackpool), (Metrolink)

47 How passengers checked tram times (%) Before leaving Midland Metro Nottingham Sheffield Leaflet/paper timetable Online Live tram locator Disruption updates via social media Other At tram stop Electronic display Posters at stop Online Live tram locator Disruption updates via social media Other Did not check Main reasons for not checking times Knew they ran frequently Did not matter to me* Already knew arrival times Didn t have time Could not find the information Other Didn t know when meant to arrive** N/A * Not asked in ** Not asked from Q. How did you know when the tram was meant to arrive? (More than one response permissible). Base: All passengers (Midland Metro), (NET), (Supertram) Q. If you did not check to find out when the tram was meant to arrive, why was this? Base: All not checking arrival info (Midland Metro), (NET), (Sheffield)

48 Tram Passenger Survey (TPS) All networks The tram

49 The tram: summary () Start of journey All Networks On board All Networks The staff All Networks Route info on tram Interior cleanliness Appearance Exterior cleanliness Info on board Greeting Ease getting on Seat/standing space Helpfulness/attitude Time taken to board Seat comfort Safety of driving Personal space Smoothness journey Provision grabrails Temperature Personal security

50 The tram: summary () Satisfaction with start of the journey: Time taken to board Ease getting on Route info on tram Exterior cleanliness Satisfaction with on board experience: Interior cleanliness Info on board Personal security Temperature Provision grabrails Seat/standing space Seat comfort Personal space All Networks Manchester Midland Metro Nottingham Sheffield Satisfaction with the driver: Appearance Safety of driving Helpfulness/attitude Greeting Smoothness journey - - -

51 Satisfaction with start of journey (%) All networks Total fairly/very satisfied Time taken to board Ease of getting on/off tram Route/destination information on tram Exterior cleanliness Time taken to board Ease of getting on/off tram Exterior cleanliness Route/destination information on tram Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied Q. Thinking about when the tram arrived, please indicate how satisfied you were with the following: Base: All passengers (All networks), (Blackpool)

52 Satisfaction with start of journey (%) Manchester Total fairly/very satisfied Time taken to board Ease of getting on/off tram Route/destination information on tram Exterior cleanliness Midland Metro Time taken to board Ease of getting on/off tram Exterior cleanliness Route/destination information on tram Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied Q. Thinking about when the tram arrived, please indicate how satisfied you were with the following: Base: All passengers (Metrolink), (Midland Metro)

53 Satisfaction with start of journey (%) Nottingham Total fairly/very satisfied Time taken to board Ease of getting on/off tram Route/destination information on tram Exterior cleanliness Sheffield Time taken to board Ease of getting on/off tram Route/destination information on tram Exterior cleanliness Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied Q. Thinking about when the tram arrived, please indicate how satisfied you were with the following: Base: All passengers (NET), (Supertram)

54 Satisfaction on the tram (%) All networks per cent ( ) of passengers had a seat for their whole journey (: per cent) per cent ( ) said they had to stand but would have liked to have a seat (: per cent) Interior cleanliness/condition Information provided inside the tram Personal security Temperature inside the tram Provision of grab rails Availability of seating or space to stand Comfort of the seats Amount of personal space Total fairly/very satisfied per cent ( ) of passengers had a seat for their whole journey (: per cent) per cent ( ) said they had to stand but would have liked to have a seat (: per cent) Interior cleanliness/condition Personal security Information provided inside the tram Temperature inside the tram Provision of grab rails Comfort of the seats Availability of seating or space to stand Amount of personal space Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied Q. Thinking about whilst you were on the tram, please indicate how satisfied you were with the following: Base: All passengers (All networks), (Blackpool)

55 Satisfaction on the tram (%) Manchester per cent ( ) of passengers had a seat for their whole journey (: per cent) per cent ( ) said they had to stand but would have liked to have a seat (: per cent) Information provided inside the tram Interior cleanliness/condition Personal security Temperature inside the tram Provision of grab rails Availability of seating or space to stand Comfort of the seats Amount of personal space Total fairly/very satisfied Midland Metro per cent ( ) of passengers had a seat for their whole journey (: per cent) per cent ( ) said they had to stand but would have liked to have a seat (: per cent) Interior cleanliness/condition Information provided inside the tram Personal security Temperature inside the tram Provision of grab rails Availability of seating or space to stand Amount of personal space Comfort of the seats Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied Q. Thinking about whilst you were on the tram, please indicate how satisfied you were with the following: Base: All passengers (Metrolink), (Midland Metro)

56 Satisfaction on the tram (%) per cent ( ) of passengers had a seat for their whole journey (: per cent) Nottingham per cent ( ) said they had to stand but would have liked to have a seat (: per cent) Information provided inside the tram Interior cleanliness/condition Personal security Temperature inside the tram Provision of grab rails Comfort of the seats Availability of seating or space to stand Amount of personal space Total fairly/very satisfied Sheffield per cent ( ) of passengers had a seat for their whole journey (: per cent) per cent ( ) said they had to stand but would have liked to have a seat (: per cent) Interior cleanliness/condition Personal security Provision of grab rails Comfort of the seats Temperature inside the tram Availability of seating or space to stand Information provided inside the tram Amount of personal space Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied Q. Thinking about whilst you were on the tram, please indicate how satisfied you were with the following: Base: All passengers (NET), (Supertram)

57 Satisfaction with on-tram journey time (%) Total fairly/very satisfied All networks Blackpool Metrolink Midland Metro NET Supertram Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied Q. How satisfied were you with the amount of time the journey took? Base: All passengers (All networks), (Blackpool), (Metrolink), (Midland Metro), (NET), (Supertram)

58 Satisfaction with punctuality of the tram (%) Total fairly/very satisfied All networks Blackpool Metrolink Midland Metro NET Supertram Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied Q. How satisfied were you with the punctuality of the tram (arriving on time)? Base: All passengers (All networks), (Blackpool), (Metrolink), (Midland Metro), (NET), (Supertram)

59 Satisfaction with availability of seating or space to stand (%) Total fairly/very satisfied All networks Blackpool Metrolink Midland Metro NET Supertram Very Satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied Q. Thinking about whilst you were on the tram, please indicate how satisfied you were with sufficient room for all passengers to sit/stand? Base: All passengers (All networks), (Blackpool), (Metrolink), (Midland Metro), (NET), (Supertram)

60 Availability of information inside the tram (%) All networks* Significant change Manchester Audio announcements Question not asked for Metrolink Digital next-stop display Route map/ journey times Fare/tickets information How to contact train company** Timetable * Question not asked for Metrolink ** Wording changed from Details of how to make a complaint, if you had one in to Details of how to contact the tram company, for example, to make a complaint or find out information in. This likely accounts for the significant change in. NOTE: The question was changed between and (by the addition of a Don t know option) and is not directly comparable Q. Were any of these items of information present on the tram? Base: All passengers (All networks), (Blackpool)

61 Availability of information inside the tram (%) Midland Metro Nottingham Sheffield Significant change Significant change Significant change Audio announcements Digital next-stop display Route map/journey times Fare/tickets information How to contact train company** Timetable * Question not asked for Metrolink ** Wording changed from Details of how to make a complaint, if you had one in to Details of how to contact the tram company, for example, to make a complaint or find out information in. This likely accounts for the significant change in. NOTE: The question was changed between and (by the addition of a Don t know option) and is not directly comparable Q. Were any of these items of information present on the tram? Base: All passengers (Midland Metro), (NET), (Supertram)

62 Satisfaction with tram staff/driver (%) All networks* Total fairly/very satisfied Safety of the driving Appearance Helpfulness/attitude Smoothness/freedom from jolting Greeting/welcome Safety of the driving Appearance Helpfulness/attitude Smoothness/freedom from jolting Greeting/welcome * Question not asked for Metrolink Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied Q. Thinking about any tram staff you encountered on your journey, please indicate how satisfied you were with each of the following: Base: All passengers (All networks), (Blackpool)

63 Satisfaction with tram staff/driver (%) Manchester Appearance N/A* Total fairly/very satisfied Greeting/welcome Helpfulness/attitude N/A* N/A* Safety of the driving Smoothness/freedom from jolting Midland Metro Appearance Safety of the driving Helpfulness/attitude Greeting/welcome Smoothness/freedom from jolting Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied *Question not asked for Metrolink Q. Thinking about any tram staff you encountered on your journey, please indicate how satisfied you were with each of the following: Base: All passengers (Metrolink), (Midland Metro)

64 Satisfaction with tram staff/driver (%) Total fairly/very satisfied Nottingham Safety of the driving Appearance Smoothness/freedom from jolting Helpfulness/attitude Greeting/welcome Sheffield Safety of the driving Appearance Helpfulness/attitude Smoothness/freedom from jolting Greeting/welcome Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied Q. Thinking about any tram staff you encountered on your journey, please indicate how satisfied you were with each of the following: Base: All passengers (NET), (Supertram)

65 Tram Passenger Survey (TPS) All networks Negative experiences during the journey

66 Negative experiences during the journey: summary All Networks Manchester Midland Metro Nottingham Sheffield Passengers experiencing a delay to their journey (per cent) Typical length of delay (perceived) mins mins mins mins mins mins Most common cause of delay Signal failure/road congestion, but a third didn t know or were not told Tram failure (n=) Signal/points failure Tram failure (n=) Tram failure (n=) Road congestion/ Traffic jam Passengers with worry or concern about others' behaviour on board (Caution small base)

67 Experience of delays (%) All networks Manchester Tram failure Signal/points failure Congestion/traffic jam Tram waiting too long at stops Time it took passengers to board Tram waiting too long at signals Poor weather Planned engineering works Had to use bus replacement Other No reason given for delay N/A* Not sure per cent of tram passengers experienced delay (: per cent). Average length of the delay was minutes per cent were able to board the first tram they wanted to travel on (: per cent) per cent of tram passengers experienced delay (: per cent). Average length of the delay was minutes per cent were able to board the first tram they wanted to travel on (: per cent) per cent of tram passengers experienced delay (: per cent). Average length of the delay was minutes. per cent were able to board the first tram they wanted to travel on (: per cent). *No reason given for delay not asked in. Its addition could have caused the significant drops in the other factors Q. Was the length of your journey affected by any of the following? (More than one response permissible) Base: All experiencing a delay (All networks), (Blackpool), (Metrolink) (Caution small base)

68 Experience of delays (%) Midland Metro Nottingham Sheffield Tram failure Signal/points failure Congestion/traffic jam Tram waiting too long at stops Time it took passengers to board Tram waiting too long at signals Poor weather Planned engineering works Had to use bus replacement Other No reason given for delay Not sure per cent of tram passengers experienced delay (: per cent). Average length of the delay was minutes. per cent were able to board the first tram they wanted to travel on (: per cent). per cent of tram passengers experienced delay (: per cent). Average length of the delay was minutes. per cent were able to board the first tram they wanted to travel on (: per cent). per cent of tram passengers experienced delay (: per cent). Average length of the delay was minutes. per cent were able to board the first tram they wanted to travel on (: per cent). Q. Was the length of your journey affected by any of the following? (More than one response permissible) Base: All experiencing a delay (Midland Metro), (NET), (Supertram) (Caution small base)

69 Worry or concern at other passengers behaviour (%) All networks Significant change Manchester Significant change All passengers Male Female Age to Age to Age + Q. Did other passengers behaviour give you cause to worry or make you feel uncomfortable during your journey? Base: All passengers (All networks), (Blackpool) (Metrolink)

70 Worry or concern at other passengers behaviour (%) Midland Metro Nottingham Sheffield Significant Significant Significant change change change All passengers Male Female Age to Age to Age + Q. Did other passengers behaviour give you cause to worry or make you feel uncomfortable during your journey? Base: All passengers (Midland Metro), (NET), (Supertram)

71 Types of worrying/concerning behaviour (%) All networks Manchester Significant change Rowdy behaviour Passengers not paying fares Loud use of mobiles Passengers under influence of alcohol Sample size of concerned passengers too small to report upon Feet on seats Passengers not moving out of priority seats N/A* Passengers playing loud music Passengers under influence of drugs Abusive or threatening behaviour Smoking Graffiti/vandalism *Not asked in Q. Which of the following were the reasons for other passengers behaviour using you concern? Base: All experiencing worrying/concerning behaviour (All networks), (Blackpool), (Metrolink) (Caution small base)

72 Types of worrying/concerning behaviour (%) Midland Metro Nottingham Sheffield Rowdy behaviour Passengers not paying fares Loud use of mobiles Passengers under influence of alcohol Sample size of concerned passengers too small to report upon Sample size of concerned passengers too small to report upon Rowdy behaviour Passengers not paying fares Loud use of mobiles Passengers under influence of alcohol Feet on seats Feet on seats Passengers not moving out of priority seats Passengers not moving out of priority seats Passengers playing loud music Passengers playing loud music Passengers under influence of drugs Passengers under influence of drugs Abusive or threatening behaviour Abusive or threatening behaviour Smoking Smoking Graffiti/vandalism Graffiti/vandalism Q. Which of the following were the reasons for other passengers behaviour causing you concern? Base: All experiencing worrying/concerning behaviour (Midland Metro), (NET), (Supertram) (Caution small base)

73 Tram Passenger Survey (TPS) All networks Passengers suggested improvements

74 Passengers suggested improvements: summary % of all passengers in had no suggestions for improvements of the % that did, the most common service areas for improvement were: Seating and capacity Tram: Design/comfort/ condition Fares/tickets Frequency/routes Tram staff Tram stop Passenger behaviour Punctuality Real time information/ updates at the tram stop Other Improvement

75 Whether journey was better or worse than usual (%) Total a little/much better All networks* Blackpool Metrolink *Question not asked for Metrolink Midland Metro NET Supertram Much better A little better About the same A little worse Much worse Q. If you have used the tram before, how typical would you say today s experience was? Base: All passengers who have previously used the tram - (All networks), (Blackpool), (Midland Metro), (NET), (Supertram)

76 Suggested improvements spontaneously mentioned by passengers (%) All networks per cent ( ) of passengers could think of no improvement suggestions to make (: per cent). Of the per cent ( ) who did, their suggestions are shown below (: per cent) Seating and capacity Tram: Design/comfort/ condition Fares/tickets Frequency/routes Tram staff Tram stop Passenger behaviour Punctuality Real time information Journey times Information about routes Tram: On-board amenities External factors Comment about another journey Disabled provision / Wheelchair provision etc. Real time info/ updates via online sources Other per cent ( ) of Blackpool passengers suggested an improvement (: per cent) Manchester per cent ( ) of Metrolink passengers suggested an improvement (: per cent) Q. If something could have been improved on your tram journey today what would it have been? Base: All passengers suggesting an improvement (All networks), (Blackpool), (Metrolink)

77 Suggested improvements spontaneously mentioned by passengers (%) Midland Metro Nottingham Sheffield per cent ( ) of Midland Metro passengers suggested an improvement (: per cent) per cent ( ) of NET passengers suggested an improvement (: per cent) per cent ( ) of Supertram passengers suggested an improvement (: per cent) Tram: Design/comfort/condition Seating and capacity Fares/tickets Frequency/routes Tram stop Tram staff Real time info./updates at stop Passenger behaviour Punctuality Journey times Information about routes On-board amenities (Wi-Fi, tea/coffee etc.) External factors (road works, congestion etc.) Comment about another journey Disabled provision / Wheelchair provision etc. Real time info./updates via online sources Other Q. If something could have been improved on your tram journey today what would it have been? Base: All passengers suggesting an improvement (Midland Metro), (NET), (Supertram)

78 Tram Passenger Survey (TPS) All networks Opinion of trams in the local area

79 Opinion of trams in the local area: summary All Networks All networks General opinion of services in area: Ease of buying tickets Reliability* N/A* N/A* N/A* N/A* Frequency Range of tickets available N/A* Range of payment options available N/A** N/A** N/A** Ease of getting to local amenities Connections with other modes *Statement changed in from Punctuality to Reliability. Comparisons with previous years are therefore not shown **Not asked before

80 Satisfaction with the reliability of service (running on time) (%) Total fairly/very satisfied All networks Blackpool Metrolink Midland Metro NET Supertram Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied *Statement changed in from Punctuality to Reliability Q. How satisfied are you overall with the reliability (running on time) of tram services? Base: All passengers - (All networks), (Blackpool), (Metrolink), (Midland Metro), (NET), (Supertram)

81 Satisfaction with the frequency of service (how often trams run) (%) Total fairly/very satisfied All networks Blackpool Metrolink Midland Metro NET Supertram Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied Q. How satisfied are you overall with the frequency (how often trams run)? Base: All passengers - (All networks), (Blackpool), (Metrolink), (Midland Metro), (NET), (Supertram)

82 Connections with other forms of transport (%) Total fairly/very satisfied All networks Blackpool Metrolink Midland Metro NET Supertram Very good Good Neither/nor Poor Very poor Q. How would you rate the tram service for connecting with other forms of public transport? Base: All passengers - (All networks), (Blackpool), (Metrolink), (Midland Metro), (NET), (Supertram)

83 Tram Passenger Survey (TPS) All networks Appendix : the passenger and journey context

84 Blackpool passengers: summary Overview of passenger demographics Age Not stated Disability Yes No Not stated Access to private transport Easy Moderate Limited/none Not stated Passengers postcodes relative to tram network

85 Metrolink passengers: summary Overview of passenger demographics - Age - + Not stated Disability Yes No Not stated Access to private transport Easy Moderate Limited/none Not stated Passengers postcodes relative to tram network

86 Midland Metro passengers: summary Overview of passenger demographics - Age - + Not stated Disability Yes No Not stated Access to private transport Easy Moderate Limited/none Not stated Passengers postcodes relative to tram network

87 Nottingham passengers: summary Overview of passenger demographics - Age - + Not stated Disability Yes No Not stated Access to private transport Easy Moderate Limited/none Not stated Passengers postcodes relative to tram network

88 Sheffield passengers: summary Overview of passenger demographics Age Disability Access to private transport - - Yes No Easy Moderate + Not stated Not stated Limited/none Not stated Passengers postcodes relative to tram network

89 Passenger profile (%) Age to to Over Not stated* Midland Manchester Metro NottinghamSheffield All networks N/A* N/A* Access to private transport Easy Moderate Limited/none Not stated Has a disability Yes Ticket type Free pass holders Fare-payers *The weighting process for was adapted to include passengers choosing not to provide their age and gender, in line with BPS. This allows their answers to not be wasted Base: All passengers (All networks), (Blackpool), (Metrolink), (Midland Metro), (NET), (Supertram)

90 Journey purpose (%) All networks Significant change Manchester Significant change Travelling to/from work Leisure trip Shopping trip Travelling to/from education Visit friends or relatives On personal business On company business Health visit Other Q. What is the main purpose of your tram journey today? Base: All passengers (All networks), (Blackpool), (Metrolink)

91 Journey purpose (%) Midland Metro Nottingham Sheffield Significant change Significant change Significant change Travelling to/from work Leisure trip Shopping trip Travelling to/from education Visit friends or relatives On personal business On company business Health visit Other Q. What is the main purpose of your tram journey today? Base: All passengers (Midland Metro), (NET), (Supertram)

92 Frequency of using the tram (%) All networks Significant change Manchester Significant change or more days a week or days a week Once or twice a week Once a fortnight Once a month Less frequently Q. How often do you typically travel by tram? Base: All passengers - (All networks), (Blackpool), (Metrolink)

93 Frequency of using the tram (%) Midland Metro Nottingham Sheffield Significant change Significant change Significant change or more days a week or days a week Once or twice a week Once a fortnight Once a month Less frequently Q. How often do you typically travel by tram? Base: All passengers (Midland Metro), (NET), (Supertram)

94 Ticket type and modes of transport permitted on (%) All networks day ticket/saver days to week season/saver Over week to month season/saver Over month season ticket/saver Sub-total: season/saver Single/return ticket Concessionary/free pass Other (e.g. park and ride) Tram only Train and tram Bus and tram Train, bus and tram Significant change Significant change day ticket/saver days to week season/saver Over week to month season/saver Tram only Over month season ticket/saver Sub-total: season/saver Bus and tram Single/return ticket Concessionary/free pass Other (e.g. park and ride) Train, bus and tram Q. What type of ticket or pass did you use for this journey? Base: All passengers (All networks), (Blackpool) Q: What modes of transport does your ticket allow you to travel on? Base: All passengers - (All networks), (Blackpool)

95 Ticket type and modes of transport permitted on (%) Manchester Significant change Significant change day ticket/saver days to week season/saver Over week to month season/saver Over month season ticket/saver Sub-total: season/saver Single/return ticket Concessionary/free pass Other (e.g. park and ride) Tram only Train and tram Bus and tram Train, bus and tram Midland Metro Significant change Significant change day ticket/saver days to week season/saver Over week to month season/saver Over month season ticket/saver Sub-total: season/saver Single/return ticket Concessionary/free pass Other (e.g. park and ride) Tram only Train and tram Bus and tram Train, bus and tram Q. What type of ticket or pass did you use for this journey? Base: All passengers (Metrolink), (Midland Metro) Q: What modes of transport does your ticket allow you to travel on? Base: All passengers - (Metrolink), (Midland Metro)

96 Ticket type and modes of transport permitted on (%) Nottingham Significant change Significant change day ticket/saver days to week season/saver Over week to month season/saver Over month season ticket/saver Sub-total: season/saver Single/return ticket Tram only Train and tram Bus and tram Concessionary/free pass Other (e.g. park and ride) Train, bus and tram Sheffield Significant change Significant change day ticket/saver days to week season/saver Over week to month season/saver Over month season ticket/saver Sub-total: season/saver Single/return ticket Concessionary/free pass Other (e.g. park and ride) Tram only Train and tram Bus and tram Train, bus and tram Q. What type of ticket or pass did you use for this journey? Base: All passengers (NET), (Supertram) Q: What modes of transport does your ticket allow you to travel on? Base: All passengers - (NET), (Supertram)

97 Method of buying ticket and ticket format (%) All networks* * Ticket machine at stop *Conductor/tram staff/bus driver Via an app Travel shop Rail/bus company Direct from the tram company Local shop or post office Direct debit through work/college Other * Ticket machine at stop *Conductor/tram staff/bus driver per cent ( ) were very or fairly satisfied with the ease of buying a ticket (: per cent) Via an app Travel shop Rail/bus company Direct from the tram company Local shop or post office Direct debit through work/college Other N/A** N/A** Paper ticket/pass Photocard pass Plastic card Ticket on mobile Other format Paper ticket/pass Photocard pass Plastic card Ticket on mobile Other format per cent ( ) were very or fairly satisfied with the ease of buying a ticket (: per cent) N/A* Significant change Q. How did you buy that ticket or pass? Base: All fare-paying passengers (All passengers), (Blackpool) Q. In what format was your ticket? Base: All passengers (All networks), (Blackpool) Significant change *Ticket machines asked only for Metrolink, Midland Metro and NET (in ). Conductors/tram staff asked only for Blackpool, Midland Metro and Supertram. **Not asked before

98 Method of buying ticket and ticket format (%) Manchester * Ticket machine at stop *Conductor/tram staff/bus driver Via an app Travel shop Rail/bus company Direct from the tram company Local shop or post office Direct debit through work/college Midland Metro * Ticket machine at stop *Conductor/tram staff/bus driver Via an app Travel shop Rail/bus company Direct from the tram company Local shop or post office Direct debit through work/college per cent ( ) were very or fairly satisfied with the ease of buying a ticket (: per cent) Other Other N/A* Significant change Paper ticket/pass Photocard pass Plastic card Ticket on mobile Other format per cent ( ) were very or fairly satisfied with the ease of buying a ticket (: per cent) Significant change Paper ticket/pass Photocard pass Plastic card Ticket on mobile Other format Significant change Significant change Q. How did you buy that ticket or pass? Base: All fare-paying passengers (Metrolink), (Midland Metro) Q. In what format was your ticket? Base: All passengers (Metrolink), (Midland Metro) *Ticket machines asked only for Metrolink, Midland Metro and NET (in ). Conductors/tram staff asked only for Blackpool, Midland Metro and Supertram.

99 Method of buying ticket and ticket format (%) per cent ( ) were very or fairly satisfied with the ease of buying a ticket (: per cent) Nottingham * Ticket machine at stop *Conductor/tram staff/bus driver Via an app Travel shop Rail/bus company Direct from the tram company Local shop or post office Direct debit through work/college Sheffield Other * Ticket machine at stop *Conductor/tram staff/bus driver Via an app Travel shop Rail/bus company Direct from the tram company Local shop or post office Direct debit through work/college Other N/A* Paper ticket/pass Photocard pass Plastic card Ticket on mobile Other format per cent ( ) were very or fairly satisfied with the ease of buying a ticket (: per cent) N/A* Significant change Significant change Paper ticket/pass Photocard pass Plastic card Ticket on mobile Other format Q. How did you buy that ticket or pass? Base: All fare-paying passengers (NET), (Supertram) Q. In what format was your ticket? Base: All passengers (NET), (Supertram) Significant change Significant change *Ticket machines asked only for Metrolink, Midland Metro and NET (in ). Conductors/tram staff asked only for Blackpool, Midland Metro and Supertram.

100 How got to and from the tram stop (%) All networks On foot Significant change Significant Manchester change Cycled Car - picked up / dropped off Car - park and ride Car - parked elsewhere Taxi N/A* N/A* N/A* N/A* N/A* N/A* N/A* N/A* Bus/coach Train Tram Other Got to tram stop Left tram stop *Not asked before Q: How did you get to/from the tram stop where you boarded/left the tram today? Base: All passengers (All networks), (Blackpool), (Metrolink)

101 How got to and from the tram stop (%) On foot Midland Metro Significant change Nottingham Significant change Sheffield Significant change Cycled Car - picked up / dropped off Car - park and ride Car - parked elsewhere Taxi Bus/coach Train Tram Other Got to tram stop Left tram stop Q: How did you get to/from the tram stop where you boarded/left the tram today? Base: All passengers (Midland Metro), (NET), (Supertram)

102 Sources for tram information (%) All networks* Significant change Manchester Phone tram operator Question not asked for Metrolink Phone council/traveline** N/A* Tram operator website Council website N/A* Other travel website Travel shop/centre** Ask friend/relative From a Park and Ride kiosk N/A* N/A* Ask tram staff Smartphone app Other *Question not asked for this network in this wave of the survey ** Phone council and Travel shop before Q. If you needed information about your local tram services, e.g. times, fares, where would you obtain that information? (Multiple answers allowed) Base: All passengers (All networks), (Blackpool)

103 Sources for tram information (%) Midland Metro Nottingham Sheffield Significant change Significant change Significant change Phone tram operator N/A* Phone council/traveline** Tram operator website Council website Other travel website Travel shop/centre** N/A* Ask friend/relative From a Park and Ride kiosk Ask tram staff Smartphone app Other *Question not asked for this network in this wave of the survey ** Phone council and Travel shop before Q. If you needed information about your local tram services, e.g. times, fares, where would you obtain that information? Base: All passengers (Midland Metro), (NET), (Supertram)

104 Reasons for choosing the tram (%) All networks Best way to get where I am going More convenient than the car (e.g. parking) Manchester Quicker than other transport Didn t have the option of travelling by other means Cheaper than the car Tram more comfortable than other transport Cheaper than other transport For the experience of riding the tram N/A** Other **Not asked in Q. What was the main reason you chose to take the tram for this journey? Base: All passengers (All networks), (Blackpool), (Metrolink)

105 Reasons for choosing the tram (%) Midland Metro Nottingham Sheffield Best way to get where I am going More convenient than the car (e.g. parking) Quicker than other transport Didn t have the option of travelling by other means Cheaper than the car Tram more comfortable than other transport Cheaper than other transport For the experience of riding the tram Other Q. What was the main reason you chose to take the tram for this journey? Base: All passengers (Midland Metro), (NET), (Supertram)

106 Factors preventing more journeys being made (%) All networks Level of crowding on board Significant change Manchester Significant change Places reachable Cost of using trams Tram network improvement works* N/A* Reliability of trams Journey times Concern for personal safety Frequency of trams Comfort of trams Understanding the fares Understanding the ticket machines *Improvement works not asked in. Its addition could have caused the significant drops in the other factors Q. Have any of the following frequently stopped you making journeys by tram? (More than one answer permissible) Base: All previously using the tram (All networks), (Blackpool), (Metrolink)

107 Factors preventing more journeys being made (%) Midland Metro Nottingham Sheffield Level of crowding on board Significant change Significant change Significant change Places reachable Cost of using trams Tram network improvement works* Reliability of trams Journey times Concern for personal safety Frequency of trams Comfort of trams Understanding the fares Understanding the ticket machines *Improvement works not asked in. Its addition could have caused the significant drops in the other factors Q. Have any of the following frequently stopped you making journeys by tram? (More than one answer permissible) Base: All passengers (Midland Metro), (NET), (Supertram)

108 Tram Passenger Survey (TPS) Appendix Further details on survey background and method

109 Methodology fieldwork Fieldwork: September and December (with a gap for half term between October and November, depending on the area) Interviewer shifts: covered all days of the week and ran from am to pm. Each interviewer worked a three-hour shift. Method: choice of either paper questionnaire or online self-completion questionnaire. Sample size: Blackpool: interviews ( paper and online) Manchester Metrolink:, interviews (, paper and online) Midland Metro: interviews ( paper and online) Nottingham Express Transit: interviews ( paper and online) Sheffield Supertram:, interviews ( paper and online) Research agency: BDRC Continental. Waiver Transport Focus has taken care to ensure that the information contained in TPS is correct. However, no warranty, express or implied, is given as to its accuracy and Transport Focus does not accept any liability for error or omission. Transport Focus is not responsible for how the information is used, how it is interpreted or what reliance is placed on it. Transport Focus does not guarantee that the information contained in TPS is fit for any particular purpose.

110 Methodology data analysis Base definitions: All charts are based on those who gave an answer to an individual question. Those who either left the question blank or said don t know have been excluded from the base. For this reason the base sizes for those charts based on All passengers vary slightly between the different charts in this report. comparison: this report shows results from at the All networks level only. Full comparisons for each network can be found in the individual network reports. Significant changes are shown at the % confidence level. / / symbols are used throughout this report to indicate positive or negative significant changes. Weighting: this was based on passenger count information collected by the interviewer during each interviewer shift. The weighting matrix used the following weighting cells: Tram network: (for Manchester Metrolink, Nottingham Express Transit and Sheffield Supertram this was by line) Age: -, -, + Gender: male, female Time/day travelled: weekday peak, weekday off peak and weekend A rim weight by volume of passengers using each network was also applied. This was sourced from Department for Transport (DfT) data for Blackpool, Midland Metro and Sheffield Supertram. Data for Metrolink and Nottingham was sourced from the networks, to provide the most up-to-date figures for each of their lines. Glasgow was weighted in isolation to the rest of the networks, since these results do not feed into the All Networks results. The full details of the weighting matrix can be found in the TPS technical report.

111 Methodology themes that are affecting overall passenger satisfaction charts () The approach to identifying themes that affect overall passenger satisfaction is split into two stages. At the first stage, we took all individual satisfaction measures from the survey (apart from the overall journey satisfaction) and formed them into themes using a statistical technique known as factor analysis, which groups together those satisfaction measures that are responded to similarly within the data. For instance, where high or low scores are given for measure x, there tends to be a similar rating for measures y and z, so the factor or theme becomes A. Through this process we identified ten themes, which are shown below, alongside measures that formed each theme: Theme (factor) Questions On tram environment and comfort Sufficient room for all the passengers to sit/stand The comfort of the seats The amount of personal space you had around you Provision of grab rails to hold on to when standing/moving about the tram The temperature inside the tram Tram stop condition Its general condition/standard of maintenance Its freedom from graffiti/vandalism Its freedom from litter Boarding the tram The ease of getting on to and off of the tram The length of time it took to board the tram Timeliness The length of time you had to wait for the tram The punctuality of the tram Access to the tram stop Its distance from your journey start e.g. home, shops The convenience/accessibility of its location Personal safety throughout journey Behaviour of fellow passengers waiting at the stop Your personal safety whilst at the tram stop Your personal security whilst on the tram Cleanliness and condition of the tram The cleanliness and condition of the outside of the tram The cleanliness and condition of the inside of the tram Smoothness/speed of tram The amount of time the journey took Smoothness/freedom from jolting during the journey Information throughout journey The information provided at the tram stop Route/destination information on the outside of the tram The information provided inside the tram Value for money How satisfied were you with the value for money of your tram journey?

112 Methodology themes that are affecting overall passenger satisfaction charts () For the second stage, these themes were then used to identify how much effect each one has on passengers rating for overall journey satisfaction, by means of a key driver analysis. The square diagrams show the proportional influence that each theme has on satisfaction for that area/operator. They should be read like a pie chart where the slices or portions are relative to each other and together add up to %. So in the example below, the theme of on tram environment and comfort which is shaded red, has the greatest influence on satisfaction, followed by smoothness/speed of tram, while themes such as boarding the tram and information throughout journey have relatively less influence here. This analysis was conducted on fare-paying passengers only, so that the influence of value for money could be included. It also combines data from and surveys to increase robustness. The analysis excludes satisfaction measures relating to tram staff; due to differences in staff availability across the networks not all TPS questionnaires feature questions about tram staff. In order to run the analysis in a consistent and practical manner all staff measures have been excluded. There are noticeable and interesting differences in the impact of different themes between the various tram networks. The process used for Glasgow differs slightly, in that only out of individual satisfaction measures are included in the Glasgow questionnaire. The first stage of the analysis was therefore conducted in isolation from the other networks and produces slightly different themes. A full description is included in the technical report.

113 Tram Passenger Survey (TPS) Appendix Example of standard questionnaire Individual network questionnaires differed slightly to reflect local geography, presence of conductors and/or ticket machines, ticket types available, etc.

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