Bus Passenger Survey

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Catherine Rodgers
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1 March 2012

2 Contents 1 Foreword 3 2 Key findings 4 3 Results by area Merseyside PTE (Merseytravel) South Yorkshire PTE Transport for Greater Manchester (TfGM) West Yorkshire PTE (Metro) Tyne & Wear PTE (Nexus) West Midlands PTE (Centro) Tees Valley Group West of England Partnership Bournemouth and Poole (combined) Unitary Authorities Dorset Durham County East Sussex Essex Hertfordshire Kingston upon Hull Lancashire Leicester City Norfolk Northamptonshire Nottingham City Staffordshire Stoke-on-Trent Surrey What did the research involve? 90

1 Foreword Passenger Focus published the first results in July 2010.

Colin Foxall CBE Passenger Focus published the first Bus Passenger Survey results in July 2010.

3 1 Foreword Passenger Focus published the first results in July At the time we said we were going to use the understanding of passengers satisfaction with their local bus service as the evidence to seek out improvements. Colin Foxall CBE Passenger Focus published the first Bus Passenger Survey results in July At the time we said we would use the understanding of passengers satisfaction with their local bus service as the evidence to seek out improvements in key areas such as: improved bus punctuality better passenger information improved levels of customer service We kept to this promise. From a growing and representative evidence base we were able to produce the type of comparative, benchmarked passenger research that really drove improvements for passengers. By working closely with several industry stakeholders we were able to: influence joint action plans between transport authorities and local bus operators commit authorities and operators to use our research as a benchmark to set future targets for improved passenger satisfaction convince operators to review and improve customer service processes In autumn 2011 we carried out our latest programme of work to measure bus passenger satisfaction; the results of which are contained within this report. This programme has covered over 21,000 responses from passengers across 23 areas within England, outside of London. Our most recent work has covered approximately two thirds of bus passenger journeys made in England outside of London. This included all six of the large Passenger Transport Executive areas in the Midlands and the north of England. In addition our work also covered a broad mix of other areas covering unitary and county authorities along with a significant range of bus operations and services. Our latest results tell us that that overall passenger satisfaction across the surveyed areas was consistently good, bus passengers rate just about all other specific journey factors lower. Significantly there are wide disparities with passengers ratings of value for money, not only between different areas, but between different operators and services within the same area. At a time when bus operator and transport authority funds have to be deployed more effectively than ever, it is good to see that the evidence of our work is helping target these valuable resources. We have already started work with transport authorities and operators to improve poor performance on factors such as: passenger perception of anti-social behaviour customer service, driver attitude highways issues affecting punctuality and reliability Since 2010 we have worked closely and collaboratively with bus service operators and transport authorities to explain the benefits of a consistent measure of bus passenger experience, the strength of the methodology, and our place as an independent organisation to conduct such a survey. We are pleased that in autumn 2011 survey, adoption of our has become more widespread, with increased survey sizes being purchased by five of the six PTEs, First UK Bus North Division, and National Express. Passenger Focus will look to further the use of BPS across the industry and are pleased that the Go-Ahead Group have committed to using our survey as their measure of their bus passengers experience. Colin Foxall CBE Chairman Passenger Focus 3

2 Key findings The proportion of passengers satisfied overall with their bus journey varied across areas from 79% to 91% (averaging 85%). In PTEs overall satisfaction ranged from 81% to 91%.

4 2 Key findings The proportion of passengers satisfied overall with their bus journey varied across areas from 79% to 91% (averaging 85%). In PTEs overall satisfaction ranged from 81% to 91%. The difference in overall satisfaction between free pass holders and fare payers shows free pass holders were unsurprisingly more satisfied, but not universally, with area figures ranging from 89% to 95% (averaging 92%); and fare payers less satisfied, with area figures ranging from 72% to 90% (averaging 82%). Passenger satisfaction with value for money ranged from 39% to 68% (averaging 56%) across the areas surveyed. The satisfaction with value for money within PTE areas ranged from 51% to 65%. Passenger satisfaction with punctuality ranged from 64% to 81% (averaging 72%). The figures amongst PTEs ranged from 64% to 77%. Passenger satisfaction with value for money ranged from 39 % to 68 % (averaging 56%) The profile of passengers shows a wide variation across the areas on key attributes: the proportion travelling on fare paid tickets ranged from 49% to 76% (averaging 64%); the proportion who say they have a disability ranged from 17% to 29% (averaging 21%); and those who have no access to private transport ranged from 24% to 40% (averaging 33%). There is a wide variation in what is provided at bus stops across the surveyed areas. Provision of shelter at stops averaged 77%, and seating averaged 61%. The provision of information was generally lower; electronic displays were present in 22% of journeys on average, timetables averaged 75%, and information on fares averaged 6%. Passengers report a number of factors affecting the length of their journeys. Three of these concerned road conditions: congestion affected 22% of journeys; road works 11%; and weather had limited impact averaging 3%. There were also three factors that were bus related: chief amongst these was Time it took passengers to board/ pay for tickets affecting 22% of journeys on average; followed by The bus waiting too long at stops averaging 8%; and finally The bus driver driving too slowly averaging 6%. The proportion of passengers who said they experience behaviour that caused them to worry or make them feel uncomfortable during their journey ranged from 6% to 18% (averaging 11%). 4

5 1 Overall satisfaction with the bus journey (%) % - very / fairly satisfied* Bournem'th & Poole (652) Dorset (568) Durham (450) E Sussex (613) Essex (498) Herts (435) Kingston UH (483) Lancs (546) Leics City (464) Merseyside PTE (1257) Norfolk (467) Tees Valley (1586) N. Hants (452) Notts City (524) South Yorks PTE (1464) Staffs (437) Stoke-on-Trent (434) Surrey (582) TfGM (3280) Tyne and Wear PTE (610) West Yorks PTE (1579) West Mids PTE (2680) West Eng. Part. (810) Very satisfied Fairly satisfied Neither satisfied nor Fairly Very Q33 - Overall, taking everything into account from start to end of this bus journey, how satisfied were you with your bus journey today? * Due to rounding the percentage very / fairly satisfied may not always be equal to the sum of the very and fairly satisfied values in the chart 5

6 2 2 Satisfaction with value for money fare-paying passengers (%) % - very / fairly satisfied* Bournem'th & Poole (250) Dorset (159) Durham (204) E Sussex (196) Essex (168) Herts** (143) Kingston UH (260) Lancs (203) Leics City (186) Merseyside PTE (456) Norfolk (225) Tees Valley (557) N. Hants (181) Notts City (283) South Yorks PTE (592) Staffs (166) Stoke-on-Trent (193) Surrey (169) TfGM (1547) Tyne and Wear PTE (251) West Yorks PTE (723) West Mids PTE (1379) West Eng. Part. (399) Very satisfied Fairly satisfied Neither satisfied nor Fairly Very Q35 How satisfied were you with the value for money of your journey? * Due to rounding the percentage very / fairly satisfied may not always be equal to the sum of the very and fairly satisfied values in the chart ** Note small sample size. 6

7 3 Satisfaction with punctuality of the bus (%) % - very / fairly satisfied* Bournem'th & Poole (603) Dorset (510) Durham (426) E Sussex (561) Essex (468) Herts (394) Kingston UH (446) Lancs (485) Leics City (420) Merseyside PTE (1118) Norfolk (435) Tees Valley (1466) N. Hants (392) Notts City (513) South Yorks PTE (1294) Staffs (392) Stoke-on-Trent (372) Surrey (546) TfGM (3002) Tyne and Wear PTE (554) West Yorks PTE (1437) West Mids PTE (2382) West Eng. Part. (725) Very satisfied Fairly satisfied Neither satisfied nor Fairly Very Q25 How satisfied were you with each of the following: The punctuality of the bus? * Due to rounding the percentage very / fairly satisfied may not always be equal to the sum of the very and fairly satisfied values in the chart 7

8 2 4 Range of scores for overall satisfaction for fare-payers and free pass holders 100% 95% 90% 85% 80% The highest scoring area 75% The 21 intermediate values The lowest scoring area 70% Fare payers Free pass holders Q33 - Overall, taking everything into account from start to end of this bus journey, how satisfied were you with your bus journey today? 8

9 5 Passenger profile and incidence of anti-social behaviour 40% 35% 30% 25% 20% 15% 10% The highest scoring area 5% The 21 intermediate values The lowest scoring area 0% Saying they have a disability * Limited or no access to private transport ** Incidence of anti-social behaviour *** * Q43 Do you have a disability or long term illness related to the following...? (Net yes) ** Access to private transport: a combination of responses to Q45 In terms of having a car to drive which of the following applies; and Q46 In terms of being able to ask someone else to drive which of the following applies? *** Q28 Did other passengers behaviour give you cause to worry or make you feel uncomfortable during your journey? 9

10 2 6 Range of scores for factors affecting journey length Q30 - Was the length of your journey affected by any of the following (note: more than one response was permissible) 10

11 3 Introduction to area results The survey was conducted within all six metropolitan county areas (PTEs), two informal groupings of Unitary Authority areas, and fifteen other authority areas. This section shows the results at area level and for any Bus Service Operators within the area who have substantial sample sizes (greater than 150). Larger sample sizes were specified for PTEs and the two informally grouped areas; the results shown for Bus Service Operators in the smaller sample sized areas are headline results only. The results for the areas are presented in the following order: Metropolitan Counties Merseyside PTE (Merseytravel) South Yorkshire PTE Transport for Greater Manchester (TfGM) Tyne & Wear (Nexus) West Midlands (Centro) West Yorkshire PTE (Metro) Other authority area groupings Tees Valley Group* West England Partnership** Other authority areas Bournemouth Borough Council and Borough of Poole Council Dorset County Council Durham County Council East Sussex County Council Essex County Council Hertfordshire County Council Kingston Upon Hull City Council Lancashire County Council Leicester City Council Norfolk County Council Northamptonshire County Council Nottingham City Council Staffordshire County Council Stoke-on-Trent City Council Surrey County Council Throughout the Area Results, behavioural results are based on all survey respondents, and passengers opinion ratings are based on those respondents that gave an opinion. All results are based on weighted values. In the report the numbers in brackets shown after the question/category text are the actual numbers of passenger responses generating the answer value shown. *comprising: Darlington Borough Council, Hartlepool Borough Council, Middlesbrough Council, Redcar & Cleveland Borough Council, and Stockton-on-Tees Borough Council. **comprising: Bath and North East Somerset Council, Bristol City Council, North Somerset Council, and South Gloucestershire Council. 11

12 3 Merseyside PTE (Merseytravel) Key findings In total, 1,293 passengers participated in the survey in this area. The table on the opposite page shows the percentage of passengers satisfied/ with various aspects of their bus journeys. The main findings are summarised below. 86 % > of passengers are satisfied overall with their journey 84% for fare paying passengers and 90% for free pass holding passengers are satisfied overall with their journey 56 % of fare paying passengers are satisfied with the value for money 73 % of passengers are satisfied with the punctuality of the bus Profile of passengers in this area (%) Main factors fare paying journeys (without free passes) 64 saying they have a disability 24 no access to private transport 39 Factors affecting journey length Passengers were asked whether any factors affected journey length (they could answer more than one question). The table below shows the percentage of passengers affected by each factor. Congestion/traffic jams 18 Road works 11 The bus driver driving too slowly 5 Poor weather conditions 3 The bus waiting too long at stops 7 Time it took passengers to board/pay for tickets 20 Anti-social behaviour Passengers were asked if, during their journey, other passengers behaviour gave them cause to worry or made them feel uncomfortable. 10 % of passengers said they had cause to worry or felt uncomfortable during their journey 12

13 Results for the Merseytravel area OVERALL SATISFACTION WITH THE JOURNEY All passengers (1,257) All fare-paying passengers (473) All free pass holders (698) Age (186) Age (345) Passengers commuting (329) Passengers not commuting (853) Passengers saying they have a disability (384) SATISFACTION WITH VALUE FOR MONEY All fare paying passengers (456) Passengers commuting (250) Passengers not commuting (189) Age (153) Age (283) SATISFACTION WITH PUNCTUALITY Satisfaction with punctuality (1,118) Peak hours: 8am - 9:30am and 4pm - 6pm (202) Off peak hours: 6am - 10pm outside of peak hours (887) SATISFACTION WITH THE BUS STOP Overall satisfaction with the bus stop (1,242) Its general condition/standard of maintenance (1,141) Its freedom from graffiti/vandalism (1,046) Its freedom from litter (1,035) Your personal safety at the stop (1,048) SATISFACTION ON THE BUS Route number & destination info on outside of bus (1,155) The cleanliness & condition of the outside of bus (1,170) The ease of getting onto and off the bus (1,235) The length of time it took to board the bus (1,196) The cleanliness & condition of the inside of bus (1,233) The information provided inside the bus (1,023) The availability of seating or space to stand (1,210) The comfort of the seats (1,216) Provision of grab rails to stand/move within the bus (1,200) The temperature inside the bus (1,208) Your personal security whilst on the bus (1,189) The length of time your journey took (1,218) SATISFACTION WITH THE BUS DRIVER How near to the kerb/stop the bus stopped (1,207) The driver s appearance (1,169) The greeting/welcome you got from the driver (1,161) The helpfulness and attitude of the driver (1,169) The time the driver gave you to get to seat (1,191) Smoothness/freedom from jolting during the journey (1,180) Safety of the driving (i.e. speed, driver concentrating) (1,199)

14 3 Results for Arriva routes within the Merseytravel area OVERALL SATISFACTION WITH THE JOURNEY All passengers (762) All fare-paying passengers (325) All free pass holders (391) Age (<150) Age (222) Passengers commuting (236) Passengers not commuting (487) Passengers saying they have a disability (213) SATISFACTION WITH VALUE FOR MONEY All fare paying passengers (313) Passengers commuting (179) Passengers not commuting (<150) Age (<150) Age (186) SATISFACTION WITH PUNCTUALITY Satisfaction with punctuality (679) Peak hours: 8am - 9:30am and 4pm - 6pm (<150) Off peak hours: 6am - 10pm outside of peak hours (534) SATISFACTION ON THE BUS Route number & destination info on outside of bus (693) The cleanliness & condition of the outside of bus (703) The ease of getting onto and off the bus (745) The length of time it took to board the bus (726) The cleanliness & condition of the inside of bus (747) The information provided inside the bus (622) The availability of seating or space to stand (728) The comfort of the seats (731) Provision of grab rails to stand/move within the bus (721) The temperature inside the bus (730) Your personal security whilst on the bus (720) The length of time your journey took (740) SATISFACTION WITH THE BUS DRIVER How near to the kerb/stop the bus stopped (732) The driver s appearance (709) The greeting/welcome you got from the driver (697) The helpfulness and attitude of the driver (702) The time the driver gave you to get to seat (717) Smoothness/freedom from jolting during the journey (713) Safety of the driving (i.e. speed, driver concentrating) (722)

15 Results for Stagecoach routes within the Merseytravel area OVERALL SATISFACTION WITH THE JOURNEY All passengers (205) All fare-paying passengers (<150) All free pass holders (<150) Age (<150) Age (<150) Passengers commuting (<150) Passengers not commuting (<150) Passengers saying they have a disability (<150) SATISFACTION WITH VALUE FOR MONEY All fare paying passengers (<150) Passengers commuting (<150) Passengers not commuting (<150) Age (<150) Age (<150) SATISFACTION WITH PUNCTUALITY Satisfaction with punctuality (174) Peak hours: 8am - 9:30am and 4pm - 6pm (<150) Off peak hours: 6am - 10pm outside of peak hours (<150) SATISFACTION ON THE BUS Route number & destination info on outside of bus (186) The cleanliness & condition of the outside of bus (191) The ease of getting onto and off the bus (204) The length of time it took to board the bus (196) The cleanliness & condition of the inside of bus (200) The information provided inside the bus (171) The availability of seating or space to stand (203) The comfort of the seats (201) Provision of grab rails to stand/move within the bus (200) The temperature inside the bus (200) Your personal security whilst on the bus (198) The length of time your journey took (197) SATISFACTION WITH THE BUS DRIVER How near to the kerb/stop the bus stopped (194) The driver s appearance (189) The greeting/welcome you got from the driver (190) The helpfulness and attitude of the driver (188) The time the driver gave you to get to seat (194) Smoothness/freedom from jolting during the journey (195) Safety of the driving (i.e. speed, driver concentrating) (197)

16 3 South Yorkshire PTE Key findings In total, 1,500 passengers participated in the survey in this area. The table on the opposite page shows the percentage of passengers satisfied/ with various aspects of their bus journeys. The main findings are summarised below. 86 % > of passengers are satisfied overall with their journey 80% for fare paying passengers and 92% for free pass holding passengers are satisfied overall with their journey 65 % of fare paying passengers are satisfied with the value for money 75 % of passengers are satisfied with the punctuality of the bus Profile of passengers in this area (%) Main factors fare paying journeys (without free passes) 51 saying they have a disability 24 no access to private transport 29 Factors affecting journey length Passengers were asked whether any factors affected journey length (they could answer more than one question). The table below shows the percentage of passengers affected by each factor. Congestion/traffic jams 20 Road works 6 The bus driver driving too slowly 4 Poor weather conditions 3 The bus waiting too long at stops 6 Time it took passengers to board/pay for tickets 18 Anti-social behaviour Passengers were asked if, during their journey, other passengers behaviour gave them cause to worry or made them feel uncomfortable. 7 % of passengers said they had cause to worry or felt uncomfortable during their journey 16

17 Results for the South Yorkshire PTE area OVERALL SATISFACTION WITH THE JOURNEY All passengers (1,464) All fare-paying passengers (617) All free pass holders (738) Age (282) Age (425) Passengers commuting (429) Passengers not commuting (931) Passengers saying they have a disability (378) SATISFACTION WITH VALUE FOR MONEY All fare paying passengers (592) Passengers commuting (351) Passengers not commuting (219) Age (233) Age (322) SATISFACTION WITH PUNCTUALITY Satisfaction with punctuality (1,294) Peak hours: 8am - 9:30am and 4pm - 6pm (295) Off peak hours: 6am - 10pm outside of peak hours (972) SATISFACTION WITH THE BUS STOP Overall satisfaction with the bus stop (1,416) Its general condition/standard of maintenance (1,321) Its freedom from graffiti/vandalism (1,192) Its freedom from litter (1,222) Your personal safety at the stop (1,231) SATISFACTION ON THE BUS Route number & destination info on outside of bus (1,334) The cleanliness & condition of the outside of bus (1,356) The ease of getting onto and off the bus (1,430) The length of time it took to board the bus (1,383) The cleanliness & condition of the inside of bus (1,415) The information provided inside the bus (1,180) The availability of seating or space to stand (1,385) The comfort of the seats (1,399) Provision of grab rails to stand/move within the bus (1,364) The temperature inside the bus (1,406) Your personal security whilst on the bus (1,385) The length of time your journey took (1,403) SATISFACTION WITH THE BUS DRIVER How near to the kerb/stop the bus stopped (1,414) The driver s appearance (1,353) The greeting/welcome you got from the driver (1,366) The helpfulness and attitude of the driver (1,352) The time the driver gave you to get to seat (1,377) Smoothness/freedom from jolting during the journey (1,361) Safety of the driving (i.e. speed, driver concentrating) (1,368)

18 3 Results for First routes within the South Yorkshire PTE area OVERALL SATISFACTION WITH THE JOURNEY All passengers (818) All fare-paying passengers (337) All free pass holders (405) Age (<150) Age (248) Passengers commuting (238) Passengers not commuting (524) Passengers saying they have a disability (207) SATISFACTION WITH VALUE FOR MONEY All fare paying passengers (322) Passengers commuting (189) Passengers not commuting (<150) Age (<150) Age (185) SATISFACTION WITH PUNCTUALITY Satisfaction with punctuality (716) Peak hours: 8am - 9:30am and 4pm - 6pm (<150) Off peak hours: 6am - 10pm outside of peak hours (556) SATISFACTION ON THE BUS Route number & destination info on outside of bus (746) The cleanliness & condition of the outside of bus (763) The ease of getting onto and off the bus (805) The length of time it took to board the bus (782) The cleanliness & condition of the inside of bus (797) The information provided inside the bus (660) The availability of seating or space to stand (780) The comfort of the seats (781) Provision of grab rails to stand/move within the bus (774) The temperature inside the bus (792) Your personal security whilst on the bus (780) The length of time your journey took (792) SATISFACTION WITH THE BUS DRIVER How near to the kerb/stop the bus stopped (796) The driver s appearance (758) The greeting/welcome you got from the driver (772) The helpfulness and attitude of the driver (760) The time the driver gave you to get to seat (771) Smoothness/freedom from jolting during the journey (771) Safety of the driving (i.e. speed, driver concentrating) (774)

19 Results for Stagecoach routes within the South Yorkshire PTE area OVERALL SATISFACTION WITH THE JOURNEY All passengers (496) All fare-paying passengers (237) All free pass holders (238) Age (<150) Age (<150) Passengers commuting (166) Passengers not commuting (298) Passengers saying they have a disability (<150) SATISFACTION WITH VALUE FOR MONEY All fare paying passengers (229) Passengers commuting (<150) Passengers not commuting (<150) Age (<150) Age (<150) SATISFACTION WITH PUNCTUALITY Satisfaction with punctuality (439) Peak hours: 8am - 9:30am and 4pm - 6pm (<150) Off peak hours: 6am - 10pm outside of peak hours (289) SATISFACTION ON THE BUS Route number & destination info on outside of bus (454) The cleanliness & condition of the outside of bus (456) The ease of getting onto and off the bus (482) The length of time it took to board the bus (467) The cleanliness & condition of the inside of bus (479) The information provided inside the bus (405) The availability of seating or space to stand (469) The comfort of the seats (474) Provision of grab rails to stand/move within the bus (458) The temperature inside the bus (476) Your personal security whilst on the bus (466) The length of time your journey took (466) SATISFACTION WITH THE BUS DRIVER How near to the kerb/stop the bus stopped (472) The driver s appearance (455) The greeting/welcome you got from the driver (454) The helpfulness and attitude of the driver (452) The time the driver gave you to get to seat (464) Smoothness/freedom from jolting during the journey (451) Safety of the driving (i.e. speed, driver concentrating) (454)

20 3 Transport for Greater Manchester (TfGM) Key findings In total, 3,405 passengers participated in the survey in this area. The table on the opposite page shows the percentage of passengers satisfied/ with various aspects of their bus journeys. The main findings are summarised below. 84 % > of passengers are satisfied overall with their journey 82% for fare paying passengers and 93% for free pass holding passengers are satisfied overall with their journey 60 % of fare paying passengers are satisfied with the value for money 71 % of passengers are satisfied with the punctuality of the bus Profile of passengers in this area (%) Main factors fare paying journeys (without free passes) 70 saying they have a disability 19 no access to private transport 38 Factors affecting journey length Passengers were asked whether any factors affected journey length (they could answer more than one question). The table below shows the percentage of passengers affected by each factor. Congestion/traffic jams 26 Road works 16 The bus driver driving too slowly 6 Poor weather conditions 3 The bus waiting too long at stops 9 Time it took passengers to board/pay for tickets 23 Anti-social behaviour Passengers were asked if, during their journey, other passengers behaviour gave them cause to worry or made them feel uncomfortable. 13 % of passengers said they had cause to worry or felt uncomfortable during their journey 20

21 Results for the TfGM area OVERALL SATISFACTION WITH THE JOURNEY All passengers (3,280) All fare-paying passengers (1,589) All free pass holders (1,474) Age (757) Age (930) Passengers commuting (1,113) Passengers not commuting (1,930) Passengers saying they have a disability (810) SATISFACTION WITH VALUE FOR MONEY All fare paying passengers (1,547) Passengers commuting (957) Passengers not commuting (522) Age (662) Age (775) SATISFACTION WITH PUNCTUALITY Satisfaction with punctuality (3,002) Peak hours: 8am - 9:30am and 4pm - 6pm (690) Off peak hours: 6am - 10pm outside of peak hours (2,245) SATISFACTION WITH THE BUS STOP Overall satisfaction with the bus stop (3,231) Its general condition/standard of maintenance (2,982) Its freedom from graffiti/vandalism (2,696) Its freedom from litter (2,760) Your personal safety at the stop (2,871) SATISFACTION ON THE BUS Route number & destination info on outside of bus (3,052) The cleanliness & condition of the outside of bus (3,114) The ease of getting onto and off the bus (3,258) The length of time it took to board the bus (3,165) The cleanliness & condition of the inside of bus (3,249) The information provided inside the bus (2,706) The availability of seating or space to stand (3,179) The comfort of the seats (3,222) Provision of grab rails to stand/move within the bus (3,155) The temperature inside the bus (3,208) Your personal security whilst on the bus (3,193) The length of time your journey took (3,223) SATISFACTION WITH THE BUS DRIVER How near to the kerb/stop the bus stopped (3,156) The driver s appearance (3,034) The greeting/welcome you got from the driver (3,061) The helpfulness and attitude of the driver (3,026) The time the driver gave you to get to seat (3,104) Smoothness/freedom from jolting during the journey (3,102) Safety of the driving (i.e. speed, driver concentrating) (3,127)

22 3 Results for Arriva routes within the TfGM area OVERALL SATISFACTION WITH THE JOURNEY All passengers (848) All fare-paying passengers (385) All free pass holders (413) Age (166) Age (246) Passengers commuting (290) Passengers not commuting (493) Passengers saying they have a disability (232) SATISFACTION WITH VALUE FOR MONEY All fare paying passengers (372) Passengers commuting (241) Passengers not commuting (<150) Age (<150) Age (200) SATISFACTION WITH PUNCTUALITY Satisfaction with punctuality (774) Peak hours: 8am - 9:30am and 4pm - 6pm (195) Off peak hours: 6am - 10pm outside of peak hours (562) SATISFACTION ON THE BUS Route number & destination info on outside of bus (776) The cleanliness & condition of the outside of bus (796) The ease of getting onto and off the bus (840) The length of time it took to board the bus (811) The cleanliness & condition of the inside of bus (833) The information provided inside the bus (694) The availability of seating or space to stand (803) The comfort of the seats (825) Provision of grab rails to stand/move within the bus (804) The temperature inside the bus (824) Your personal security whilst on the bus (820) The length of time your journey took (824) SATISFACTION WITH THE BUS DRIVER How near to the kerb/stop the bus stopped (813) The driver s appearance (786) The greeting/welcome you got from the driver (804) The helpfulness and attitude of the driver (792) The time the driver gave you to get to seat (796) Smoothness/freedom from jolting during the journey (794) Safety of the driving (i.e. speed, driver concentrating) (797)

23 Results for First routes within the TfGM area OVERALL SATISFACTION WITH THE JOURNEY All passengers (1,103) All fare-paying passengers (510) All free pass holders (516) Age (236) Age (306) Passengers commuting (328) Passengers not commuting (686) Passengers saying they have a disability (292) SATISFACTION WITH VALUE FOR MONEY All fare paying passengers (493) Passengers commuting (278) Passengers not commuting (189) Age (201) Age (254) SATISFACTION WITH PUNCTUALITY Satisfaction with punctuality (995) Peak hours: 8am - 9:30am and 4pm - 6pm (215) Off peak hours: 6am - 10pm outside of peak hours (760) SATISFACTION ON THE BUS Route number & destination info on outside of bus (1,031) The cleanliness & condition of the outside of bus (1,049) The ease of getting onto and off the bus (1,094) The length of time it took to board the bus (1,066) The cleanliness & condition of the inside of bus (1,091) The information provided inside the bus (926) The availability of seating or space to stand (1,074) The comfort of the seats (1,086) Provision of grab rails to stand/move within the bus (1,064) The temperature inside the bus (1,079) Your personal security whilst on the bus (1,070) The length of time your journey took (1,085) SATISFACTION WITH THE BUS DRIVER How near to the kerb/stop the bus stopped (1,061) The driver s appearance (1,031) The greeting/welcome you got from the driver (1,022) The helpfulness and attitude of the driver (1,016) The time the driver gave you to get to seat (1,043) Smoothness/freedom from jolting during the journey (1,045) Safety of the driving (i.e. speed, driver concentrating) (1,056)

24 3 Results for Stagecoach routes within the TfGM area OVERALL SATISFACTION WITH THE JOURNEY All passengers (870) All fare-paying passengers (529) All free pass holders (291) Age (278) Age (275) Passengers commuting (396) Passengers not commuting (423) Passengers saying they have a disability (159) SATISFACTION WITH VALUE FOR MONEY All fare paying passengers (519) Passengers commuting (357) Passengers not commuting (<150) Age (248) Age (241) SATISFACTION WITH PUNCTUALITY Satisfaction with punctuality (805) Peak hours: 8am - 9:30am and 4pm - 6pm (219) Off peak hours: 6am - 10pm outside of peak hours (565) SATISFACTION ON THE BUS Route number & destination info on outside of bus (811) The cleanliness & condition of the outside of bus (826) The ease of getting onto and off the bus (858) The length of time it took to board the bus (842) The cleanliness & condition of the inside of bus (863) The information provided inside the bus (716) The availability of seating or space to stand (851) The comfort of the seats (856) Provision of grab rails to stand/move within the bus (846) The temperature inside the bus (854) Your personal security whilst on the bus (845) The length of time your journey took (858) SATISFACTION WITH THE BUS DRIVER How near to the kerb/stop the bus stopped (838) The driver s appearance (783) The greeting/welcome you got from the driver (798) The helpfulness and attitude of the driver (793) The time the driver gave you to get to seat (820) Smoothness/freedom from jolting during the journey (826) Safety of the driving (i.e. speed, driver concentrating) (833)

25 West Yorkshire PTE (Metro) Key findings In total, 1,630 passengers participated in the survey in this area. The table overleaf shows the percentage of passengers satisfied/ with various aspects of their bus journeys. The main findings are summarised below. 85 % > of passengers are satisfied overall with their journey 83% for fare paying passengers and 90% for free pass holding passengers are satisfied overall with their journey 56 % of fare paying passengers are satisfied with the value for money 77 % of passengers are satisfied with the punctuality of the bus Profile of passengers in this area (%) Main factors fare paying journeys (without free passes) 65 saying they have a disability 19 no access to private transport 31 Factors affecting journey length Passengers were asked whether any factors affected journey length (they could answer more than one question). The table below shows the percentage of passengers affected by each factor. Congestion/traffic jams 22 Road works 7 The bus driver driving too slowly 5 Poor weather conditions 4 The bus waiting too long at stops 7 Time it took passengers to board/pay for tickets 22 Anti-social behaviour Passengers were asked if, during their journey, other passengers behaviour gave them cause to worry or made them feel uncomfortable. 10 % of passengers said they had cause to worry or felt uncomfortable during their journey 25

26 3 Results for the Metro area OVERALL SATISFACTION WITH THE JOURNEY All passengers (1,579) All fare-paying passengers (749) All free pass holders (714) Age (316) Age (490) Passengers commuting (490) Passengers not commuting (994) Passengers saying they have a disability (366) SATISFACTION WITH VALUE FOR MONEY All fare paying passengers (723) Passengers commuting (404) Passengers not commuting (286) Age (276) Age (390) SATISFACTION WITH PUNCTUALITY Satisfaction with punctuality (1,437) Peak hours: 8am - 9:30am and 4pm - 6pm (327) Off peak hours: 6am - 10pm outside of peak hours (1,081) SATISFACTION WITH THE BUS STOP Overall satisfaction with the bus stop (1,533) Its general condition/standard of maintenance (1,421) Its freedom from graffiti/vandalism (1,298) Its freedom from litter (1,320) Your personal safety at the stop (1,357) SATISFACTION ON THE BUS Route number & destination info on outside of bus (1,475) The cleanliness & condition of the outside of bus (1,494) The ease of getting onto and off the bus (1,554) The length of time it took to board the bus (1,504) The cleanliness & condition of the inside of bus (1,554) The information provided inside the bus (1,306) The availability of seating or space to stand (1,518) The comfort of the seats (1,532) Provision of grab rails to stand/move within the bus (1,497) The temperature inside the bus (1,515) Your personal security whilst on the bus (1,509) The length of time your journey took (1,537) SATISFACTION WITH THE BUS DRIVER How near to the kerb/stop the bus stopped (1,520) The driver s appearance (1,460) The greeting/welcome you got from the driver (1,454) The helpfulness and attitude of the driver (1,447) The time the driver gave you to get to seat (1,487) Smoothness/freedom from jolting during the journey (1,484) Safety of the driving (i.e. speed, driver concentrating) (1,494)

27 Results for Arriva routes within the Metro area OVERALL SATISFACTION WITH THE JOURNEY All passengers (281) All fare-paying passengers (<150) All free pass holders (<150) Age (<150) Age (<150) Passengers commuting (<150) Passengers not commuting (187) Passengers saying they have a disability (<150) SATISFACTION WITH VALUE FOR MONEY All fare paying passengers (<150) Passengers commuting (<150) Passengers not commuting (<150) Age (<150) Age (<150) SATISFACTION WITH PUNCTUALITY Satisfaction with punctuality (258) Peak hours: 8am - 9:30am and 4pm - 6pm (<150) Off peak hours: 6am - 10pm outside of peak hours (202) SATISFACTION ON THE BUS Route number & destination info on outside of bus (266) The cleanliness & condition of the outside of bus (259) The ease of getting onto and off the bus (272) The length of time it took to board the bus (259) The cleanliness & condition of the inside of bus (274) The information provided inside the bus (222) The availability of seating or space to stand (265) The comfort of the seats (271) Provision of grab rails to stand/move within the bus (264) The temperature inside the bus (267) Your personal security whilst on the bus (267) The length of time your journey took (268) SATISFACTION WITH THE BUS DRIVER How near to the kerb/stop the bus stopped (269) The driver s appearance (255) The greeting/welcome you got from the driver (254) The helpfulness and attitude of the driver (255) The time the driver gave you to get to seat (266) Smoothness/freedom from jolting during the journey (258) Safety of the driving (i.e. speed, driver concentrating) (261)

28 3 Results for First routes within the Metro area OVERALL SATISFACTION WITH THE JOURNEY All passengers (957) All fare-paying passengers (532) All free pass holders (354) Age (231) Age (338) Passengers commuting (359) Passengers not commuting (546) Passengers saying they have a disability (207) SATISFACTION WITH VALUE FOR MONEY All fare paying passengers (517) Passengers commuting (302) Passengers not commuting (192) Age (204) Age (274) SATISFACTION WITH PUNCTUALITY Satisfaction with punctuality (862) Peak hours: 8am - 9:30am and 4pm - 6pm (236) Off peak hours: 6am - 10pm outside of peak hours (608) SATISFACTION ON THE BUS Route number & destination info on outside of bus (898) The cleanliness & condition of the outside of bus (920) The ease of getting onto and off the bus (950) The length of time it took to board the bus (926) The cleanliness & condition of the inside of bus (945) The information provided inside the bus (816) The availability of seating or space to stand (932) The comfort of the seats (937) Provision of grab rails to stand/move within the bus (916) The temperature inside the bus (929) Your personal security whilst on the bus (923) The length of time your journey took (940) SATISFACTION WITH THE BUS DRIVER How near to the kerb/stop the bus stopped (924) The driver s appearance (891) The greeting/welcome you got from the driver (886) The helpfulness and attitude of the driver (886) The time the driver gave you to get to seat (899) Smoothness/freedom from jolting during the journey (910) Safety of the driving (i.e. speed, driver concentrating) (913)

29 Results for Keighley & District routes within the Metro area OVERALL SATISFACTION WITH THE JOURNEY All passengers (196) All fare-paying passengers (<150) All free pass holders (<150) Age (<150) Age (<150) Passengers commuting (<150) Passengers not commuting (154) Passengers saying they have a disability (<150) SATISFACTION WITH VALUE FOR MONEY All fare paying passengers (<150) Passengers commuting (<150) Passengers not commuting (<150) Age (<150) Age (<150) SATISFACTION WITH PUNCTUALITY Satisfaction with punctuality (184) Peak hours: 8am - 9:30am and 4pm - 6pm (<150) Off peak hours: 6am - 10pm outside of peak hours (163) SATISFACTION ON THE BUS Route number & destination info on outside of bus (177) The cleanliness & condition of the outside of bus (183) The ease of getting onto and off the bus (192) The length of time it took to board the bus (184) The cleanliness & condition of the inside of bus (191) The information provided inside the bus (157) The availability of seating or space to stand (188) The comfort of the seats (188) Provision of grab rails to stand/move within the bus (185) The temperature inside the bus (186) Your personal security whilst on the bus (188) The length of time your journey took (189) SATISFACTION WITH THE BUS DRIVER How near to the kerb/stop the bus stopped (188) The driver s appearance (180) The greeting/welcome you got from the driver (184) The helpfulness and attitude of the driver (179) The time the driver gave you to get to seat (191) Smoothness/freedom from jolting during the journey (186) Safety of the driving (i.e. speed, driver concentrating) (188)

30 3 Tyne & Wear PTE (Nexus) Key findings In total, 629 passengers participated in the survey in this area. The table on the opposite page shows the percentage of passengers satisfied/ with various aspects of their bus journeys. The main findings are summarised below. 91 % > of passengers are satisfied overall with their journey 88% for fare paying passengers and 95% for free pass holding passengers are satisfied overall with their journey 63 % of fare paying passengers are satisfied with the value for money 79 % of passengers are satisfied with the punctuality of the bus Profile of passengers in this area (%) Main factors fare paying journeys (without free passes) 62 saying they have a disability 24 no access to private transport 32 Factors affecting journey length Passengers were asked whether any factors affected journey length (they could answer more than one question). The table below shows the percentage of passengers affected by each factor. Congestion/traffic jams 13 Road works 7 The bus driver driving too slowly 2 Poor weather conditions 2 The bus waiting too long at stops 5 Time it took passengers to board/pay for tickets 17 Anti-social behaviour Passengers were asked if, during their journey, other passengers behaviour gave them cause to worry or made them feel uncomfortable. 6 % of passengers said they had cause to worry or felt uncomfortable during their journey 30

Tram Passenger Survey (TPS) All networks

Tram Passenger Survey (TPS) All networks Rosie Giles Tel: Email: Rosie.Giles@transportfocus.org.uk results March Insight Team, Transport Focus, Fleetbank House, - Salisbury Square, London, ECY JX Contents