National Passenger Survey TOC Report for East Midlands Trains Spring 2011

Transcription

1 National Passenger Survey TOC Report for 11 Contacts: David Greeno Passenger Focus 1 Drummond Gate London, SW1V QY Tel: david.greeno@passengerfocus.org.uk David Chilvers BDRC Continental Kingsbourne House 9-31 High Holborn London, WC1V DA Tel: dave.chilvers@bdrc-continental.com

2 Contents 1 Introduction Managed versus non-managed stations 1.1 Methodology.1 Station factor results for 6 1. Issues affecting fieldwork 3. Network Rail categorisation for Key results Sample profile.1 Overall satisfaction and station factor results for East Midlands Trains.1 Weighted sample profile for 8. Train factor results for 6. Weighted sample profile for 9.3 Overall satisfaction and station factor results for Long Distance 8.3 Station sample sizes for. Train factor results for 9. Weighted sample composition for all TOCs 31. performance versus 11. Unweighted sample composition for all TOCs 3.6 Building block/route data for 13 3 Passenger satisfaction trend charts 6 Technical appendix 3.1 Trend charts of all passenger satisfaction results for East Midlands Trains Standard reports produced for NPS Rail sectors 3 1

3 1 1.1 Methodology Questionnaires are normally handed out at stations to customers about to board a train. A reply paid envelope is provided for returning questionnaires. Each Train Operating Company (TOC) is sampled separately. Interviewers are given a number of questionnaires to hand out at a station. At Gatwick and Heathrow Airports and for some shifts at certain London termini, questionnaires are handed out to passengers of a specific TOC. From 3 onwards, at all other stations, questionnaires are handed out to passengers of any TOC (in the past, these were also targeted). The number of questionnaires handed out will depend on: - the size of station - time of day - length of shift TOC data is compiled to provide a national sample. Fieldwork is carried out each (February/March) and (September/October). Up to 3, fieldwork took place over 3 weeks. In 3, the fieldwork was extended to an 11 week period, from 6 August to 9 November, to provide a better representation of journeys. Quotas for returned questionnaires are set overall and by weekday/weekend, journey purpose and station size. All data for a TOC in this Report is weighted up to the number of passenger journeys annually on the TOC and the profile of those journeys by: - weekday/weekend - journey purpose (Commuter, Business, Leisure) - station size (this profile is applied for each TOC building block) The data for number of journeys and profiles by these variables was generated from ORR data (). The stations for each TOC were stratified by number of passengers and a number of stations in each size stratum is sampled. This sample design and weighting ensures that data is representative of all passenger journeys made on each TOC. National results are constructed by combining data for all TOCs together, weighting by number of journeys. From standard region definitions have been used replacing older rail regions. Analysis for the old regions is available on request. For more details of NPS methodology, visit Methodology

4 1 1. Issues affecting fieldwork 11 (Wave ) Wave fieldwork (Main and Boost) was undertaken between 31st January 11 and 1th April 11. Top up interviews were run within the last 3 weeks of the fieldwork period. Closure of the Wrexham and Shropshire Franchise prior to the start of fieldwork meant that no shifts were conducted on train or at station for this TOC. Due to strike action with Arriva Trains Wales a small number of weekend shifts had to be rescheduled for later on in the fieldwork period. Other than this strike action, and clashes with Virgin Trains own fieldwork and a small amount of engineering work mainly affecting London Overground shifts there was little disruption to the field schedule. Whenever possible the shifts went ahead as planned if there were still train services running. The results achieved by London Midland are likely to have been affected by an industrial dispute which resulted in the cancellation of a significant number of trains through the full survey period. One fieldworker was commended on his behaviour by First TransPennine Express after saving the life of a young female passenger by preventing her from falling onto the track. (Wave 3) Fieldwork (Main and Boost) was undertaken between nd September and 1th November. Top up shifts were run between 1th October and the 6th November. Planned engineering works meant that some shifts were rescheduled. As usual, shifts were only rescheduled if the engineering work caused a station or line closure. Whenever possible the shifts went ahead as planned if there were still train services running. Engineering works particularly affected shifts scheduled to be conducted on weekends both on train and at stations run by London Overground and Wrexham and Shropshire respectively. All shifts were rescheduled and conducted on the weekends where possible. Due to shortfall on returns on certain TOCs the fieldwork period was extended from the 1th of November to the 6th November. Other than the Papal visit, and the Conservative Party conference there were no other events that caused major disruptions to the fieldwork schedule. 1. Issues affecting fieldwork 3

5 1 1. Issues affecting fieldwork (cont'd) (Wave ) Fieldwork was undertaken between 31 January and March. Top up shifts were run between 8 March and 9 April. The main fieldwork period was similar to previous years, but the top-up period was slightly extended because of problems encountered earlier in the fieldwork period. Extreme weather - in particular, heavy snow during the 1st week of February - caused a lot of disruption to the fieldwork schedule. Over % of all shifts originally scheduled for -6 February had to be postponed until later in the fieldwork period. As always, planned engineering works meant that some shifts were rescheduled. As usual, shifts were only rescheduled if the engineering work caused a station or line closure. Whenever possible the shifts went ahead as planned if there were still train services running. Over-running engineering work meant that further shifts had to be rescheduled during the course of the fieldwork, but this was not a great problem. A few shifts were rescheduled to avoid clashing with Six Nations rugby matches, but sporting events did not cause much disruption to the original schedule. (Wave 1) Fieldwork was undertaken between 1 September and 9 November. Top up shifts were run between November and 1 November. Planned engineering works meant that some shifts were rescheduled. As usual, shifts were only rescheduled if the engineering work caused a station or line closure. Whenever possible the shifts went ahead as planned if there were still train services running. Some shifts had to be rescheduled because of heavy rain and line damage caused by flooding. An increase in the number of flu infections among fieldworkers led to an increased number of shifts being rescheduled because of illness. 1. Issues affecting fieldwork (cont'd)

6 .1 Overall satisfaction and station factors Satisfaction results for At 9% confidence level: + denotes significant increase - denotes significant decrease % satisfied/good 11 Overall satisfaction 1 (139) Overall satisfaction with the station 1 (138) Ticket buying facilities (61) Provision of information about train times/platforms 3 (131) The upkeep/repair of the station buildings/platforms (16) Cleanliness (1338) The facilities and services (11) The attitudes and helpfulness of the staff (16) Connections with other forms of public transport 8 (969) Facilities for car parking (33) The overall station environment (131) Your personal security whilst using (11) The availability of staff (116) 1 How request to station staff was handled (6) Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied.1. Overall Satisfaction satisfaction and Station station factors Factors

7 . Train factors At 9% confidence level: + denotes significant increase - denotes significant decrease Satisfaction results for % satisfied/good 11 The frequency of the trains on that route 1 (13) Punctuality/reliability (i.e. train arriving/departing on time) (133) The length of time the journey was scheduled to take (speed) 3 (1369) Connections with other train services () The value for money for the price of your ticket (13) Cleanliness of the train (139) The upkeep and repair of the train (138) The provision of information during the journey (133) The helpfulness and attitude of staff on train () The space for luggage (11) Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied. Train Factors factors 6

8 . Train factors (cont'd) At 9% confidence level: + denotes significant increase - denotes significant decrease Satisfaction results for % satisfied/good 11 Toilet facilities (666) Sufficient room for all the passengers to sit/stand (133) Comfort of the seating area (138) The ease of being able to get on and off (1368) Your personal security whilst on board (18) The cleanliness of the inside (138) The cleanliness of the outside (1189) The availability of staff (1169) How well train company dealt with delays (16) Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied. Train factors (cont'd)

9 .3 Overall satisfaction and station factors Satisfaction results for At 9% confidence level: + denotes significant increase - denotes significant decrease % satisfied/good 11 Overall satisfaction 1 (68) Overall satisfaction with the station 1 (688) Ticket buying facilities (813) Provision of information about train times/platforms 3 (66) The upkeep/repair of the station buildings/platforms (6) Cleanliness (66) The facilities and services (9) The attitudes and helpfulness of the staff (81) Connections with other forms of public transport 8 (8) Facilities for car parking () The overall station environment (63) Your personal security whilst using (9) The availability of staff (68) 1 How request to station staff was handled (131) Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied.3 Overall satisfaction and station factors 8

10 . Train factors At 9% confidence level: + denotes significant increase - denotes significant decrease Satisfaction results for % satisfied/good 11 The frequency of the trains on that route 1 (66) Punctuality/reliability (i.e. train arriving/departing on time) (61) The length of time the journey was scheduled to take (speed) 3 (61) Connections with other train services (3699) The value for money for the price of your ticket (66) Cleanliness of the train (689) The upkeep and repair of the train (68) The provision of information during the journey (6311) The helpfulness and attitude of staff on train (9) The space for luggage (1) Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied. Train factors 9

11 . Train factors (cont'd) At 9% confidence level: + denotes significant increase - denotes significant decrease Satisfaction results for % satisfied/good 11 Toilet facilities (3668) Sufficient room for all the passengers to sit/stand (6699) Comfort of the seating area (66) The ease of being able to get on and off (698) Your personal security whilst on board (6) The cleanliness of the inside (6869) The cleanliness of the outside (8) The availability of staff (89) How well train company dealt with delays (1116) Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied. Train factors (cont'd)

12 . Overall satisfaction and station factors performance versus TOC Sector TOC Index Overall satisfaction % Overall satisfaction with the station % Ticket buying facilities 9 9% Provision of information about train times/platforms % The upkeep/repair of the station buildings/platforms 3 % Cleanliness 8 % The facilities and services % The attitudes and helpfulness of the staff 6 6 % Connections with other forms of public transport % Facilities for car parking 8 6 3% Overall environment 3 3% Your personal security whilst using 3 3% The availability of staff 66 6 % How request to station staff was handled %. Overall satisfaction and station factors 11

13 . Train factors performance versus TOC Sector TOC Index The frequency of the trains on that route 8 8 9% Punctuality/reliability (i.e. the train arriving/departing on time) % The length of time the journey was scheduled to take (speed) % Connections with other train services 8 96% The value for money for the price of your ticket 6 9% Cleanliness of the train 8 8 9% Upkeep and repair of the train 83 9% The provision of information during the journey 1 9% The helpfulness and attitude of staff on train 9 98% The space for luggage 3% The toilet facilities 1 % Sufficient room for all passengers to sit/stand 1 % The comfort of the seating area % The ease of being able to get on and off % Your personal security on board % The cleanliness of the inside % The cleanliness of the outside % The availability of staff % How well train company deals with delays 8 1 9%. Train factors 1

14 .6 Overall satisfaction and station factors Building block/route data for TOCLiverpool -Sector Local Norwich TOC Index London Overall satisfaction Overall satisfaction with the station 86 8 Ticket buying facilities 8 9 Provision of information about train times/platforms 8 86 The upkeep/repair of the station buildings/platforms 66 9 Cleanliness 8 83 The facilities and services The attitudes and helpfulness of the staff Connections with other forms of public transport 8 9 Facilities for car parking 63 6 Overall environment Your personal security whilst using The availability of staff How request to station staff was handled Overall satisfaction and station factors 13

15 .6 Train factors Building block/route data for TOCLiverpool -Sector Local Norwich TOC London Index The frequency of the trains on that route Punctuality/reliability (i.e. the train arriving/departing on time) The length of time the journey was scheduled to take (speed) Connections with other train services The value for money for the price of your ticket Cleanliness of the train Upkeep and repair of the train The provision of information during the journey 9 6 The helpfulness and attitude of staff on train 83 The space for luggage 9 6 The toilet facilities 6 Sufficient room for all passengers to sit/stand 68 The comfort of the seating area The ease of being able to get on and off Your personal security on board The cleanliness of the inside The cleanliness of the outside 8 The availability of staff How well train company deals with delays Train factors 1

16 3 Overall satisfaction (139) Percentage of passengers satisfied 6 to 11 Overall station satisfaction (138) Percentage of passengers satisfied 6 to 11 Ticket buying facilities (61) Percentage of passengers satisfied 6 to N.B. Benchmarks and targets are only shown for applicable factors 1

17 3 Provision of information about train times/platforms (131) Percentage of passengers satisfied 6 to 11 The upkeep/repair of the station building/platforms (16) Percentage of passengers satisfied 6 to 11 Cleanliness of the station (1338) Percentage of passengers satisfied 6 to N.B. Benchmarks and targets are only shown for applicable factors 16

18 3 The facilities and services at the station (11) Percentage of passengers satisfied 6 to 11 The attitudes and helpfulness of the staff at the station (16) Percentage of passengers satisfied 6 to 11 Connections with other forms of public transport from the station (969) Percentage of passengers satisfied 6 to N.B. Benchmarks and targets are only shown for applicable factors 1

19 3 Facilities for car parking at the station (33) Percentage of passengers satisfied 6 to 11 Overall station environment (131) Percentage of passengers satisfied 6 to 11 Your personal security whilst using the station (11) Percentage of passengers satisfied 6 to N.B. Benchmarks and targets are only shown for applicable factors 18

20 3 The availability of staff at the station (116) Percentage of passengers satisfied 6 to 11 How request to station staff was handled (6) Percentage of passengers satisfied 6 to 11 The frequency of trains on that route (13) Percentage of passengers satisfied 6 to N.B. Benchmarks and targets are only shown for applicable factors 19

21 3 Punctuality/reliability (i.e. train arriving/departing on time) (133) Percentage of passengers satisfied 6 to 11 The length of time the journey was scheduled to take (speed) (1369) Percentage of passengers satisfied 6 to 11 Connections with other train services () Percentage of passengers satisfied 6 to N.B. Benchmarks and targets are only shown for applicable factors

22 3 The value for money for the price of your ticket (13) Percentage of passengers satisfied 6 to 11 Cleanliness of the train (139) Percentage of passengers satisfied 6 to 11 Upkeep and repair of the train (138) Percentage of passengers satisfied 6 to N.B. Benchmarks and targets are only shown for applicable factors 1

23 3 The provision of information during the journey (133) Percentage of passengers satisfied 6 to 11 The helpfulness and attitude of staff on train () Percentage of passengers satisfied 6 to 11 The space for luggage (11) Percentage of passengers satisfied 6 to N.B. Benchmarks and targets are only shown for applicable factors

24 3 Toilet facilities on train (666) Percentage of passengers satisfied 6 to 11 Sufficient room for all the passengers to sit/stand (133) Percentage of passengers satisfied 6 to 11 The comfort of the seating area (138) Percentage of passengers satisfied 6 to N.B. Benchmarks and targets are only shown for applicable factors 3

25 3 The ease of being able to get on and off the train (1368) Percentage of passengers satisfied 6 to 11 Your personal security whilst on board (18) Percentage of passengers satisfied 6 to 11 The cleanliness of the inside of the train (138) Percentage of passengers satisfied 6 to N.B. Benchmarks and targets are only shown for applicable factors

26 3 The cleanliness of the outside of the train (1189) Percentage of passengers satisfied 6 to 11 The availability of staff on the train (1169) Percentage of passengers satisfied 6 to 11 How well train company dealt with delay (16) Percentage of passengers satisfied 6 to N.B. Benchmarks and targets are only shown for applicable factors

27 .1 Station factor results At 9% confidence level: + denotes significant increase - denotes significant decrease Managed versus non-managed stations for Stations managed by TOC significant difference Stations not managed by TOC Overall satisfaction with the station 9-86 Ticket buying facilities 6 9 Provision of information about train times/platforms 8-8 The upkeep/repair of the station buildings/platforms 1-8 Cleanliness 6-86 The facilities and services 6 - The attitudes and helpfulness of the staff 6 6 Connections with other forms of public transport 6-8 Facilities for car parking 6 3 Overall environment 1-8 Your personal security whilst using - 81 The availability of staff 63-1 How request to station staff was handled Station factor results 6

28 . Network Rail categorisation Managed versus non-managed stations for (% Passengers Journeys originating from each type of station) Overall Total Stations managed by TOC Stations not managed by TOC % 6% 19% 6% 9% % 1% % % 13% 18% % % % 33% 3% A = National hub C = Important feeder E = Smalled staffed Not categorised B = Regional hub D = Medium staffed F = Small unstaffed. Network Rail categorisation

29 .1 Weighted sample profile Weighted sample profile for 11 % % 11 % % SEX DELAYS Male None 8 83 Female 3 Minor 1 1 Not stated 3 Major 1 3 Not stated 1 1 AGE REGULAR TRAVELLER Yes No TIME OF TRAVEL Peak Off-peak Not stated 1 1 ASKED FOR HELP OR INFORMATION Yes asked for help 13 JOURNEY PURPOSE Yes asked for information 9 Commuter 3 3 Could not find anyone to ask 3 Business 8 8 No 6 6 Leisure 9 9 Not stated Weighted sample profile 8

30 . Weighted sample profile Weighted sample profile for 11 % % 11 % % SEX DELAYS Male None 8 81 Female 6 6 Minor 1 16 Not stated Major Not stated 1 1 AGE REGULAR TRAVELLER Yes No TIME OF TRAVEL Peak Off-peak Not stated 1 1 ASKED FOR HELP OR INFORMATION Yes asked for help 11 1 JOURNEY PURPOSE Yes asked for information 11 Commuter 1 1 Could not find anyone to ask 3 Business 6 No 6 Leisure 8 Not stated 1 1. Weighted sample profile 9

31 .3 Station sample sizes Station sample sizes for Station Unweighted Station Unweighted London St Pancras 38 Alsager Leicester 11 Kirkby In Ashfield Nottingham Fiskerton Derby 6 Crewe Loughborough 8 Langley Mill Lincoln Central Stockport Wellingborough 1 Bottesford 3 Sheffield 9 Mansfield Grantham Newark North Gate Chesterfield Matlock Bedford Liverpool South Parkway Kettering 36 Sutton Parkway 1 Peterborough 3 Wainfleet 1 Norwich Widnes 1 Sleaford Market Harborough Manchester Oxford Road Long Eaton East Midlands Parkway Newark Castle Liverpool Lime Street Ely Beeston Uttoxeter Warrington Central Metheringham March Manchester Piccadilly Luton Stoke-On-Trent 6 Corby 6.3 Station sample sizes

32 . Weighted sample composition Weighted sample composition for all train companies Annual journeys ('s) Journey Purpose Commute Business Leisure Weekday Day Of Week Weekend Very Large Station Size Large Medium Small Sample size* Arriva Trains Wales cc Chiltern Railways CrossCountry East Coast First Capital Connect First Great Western First TransPennine Express London Midland London Overground Merseyrail National Express East Anglia Northern Rail ScotRail Southeastern Southern South West Trains Virgin Trains * Sample size excludes non-franchised Train Operating Companies.. Weighted sample composition 31

33 . Unweighted sample composition Unweighted sample composition for all train companies Journey Purpose Day Of Week Station Size Sample Commute Business Leisure Weekday Weekend Very Large Large Medium Small Sample size* Arriva Trains Wales cc Chiltern Railways CrossCountry East Coast First Capital Connect First Great Western First TransPennine Express London Midland London Overground Merseyrail National Express East Anglia Northern Rail ScotRail Southeastern Southern South West Trains Virgin Trains * Sample size excludes non-franchised Train Operating Companies.. Unweighted sample composition 3

34 6 6.1 Standard reports produced for NPS The following reports are produced each wave: Summary report TOC reports Stations report Consultees report Best in class report Multivariate report Personal security at stations report Rankings report Virtual TOC reports Building block report PTE reports Demographic reports Tables report Summary tables for all TOCs (including comparison with one year previously), trend tables for last waves by TOC, trend charts for the main NPS factors, peak vs off-peak analysis for LSE TOCs. Tables and graphs showing results for TOC (including comparisons with one year previously and with relevant sector), trend charts for all factors (including sector and benchmark (if relevant) comparisons), summary profile of passengers surveyed, station sample sizes for TOC and sample composition & weighting. Percentage of passengers satisfied by each main factor for last waves for all stations covered by NPS during that time period. Summary national trend charts for all main factors, trend charts by age/journey purpose & gender, summary results for leisure/business passengers & commuters, one page for each factor showing national trend and results for all TOCs, Government Office Region charts for each factor and simple tables for some questions that are not included in the main NPS report. Trend tables showing results for all main factors for all TOCs back to 1999 (wave 1). Multivariate analysis showing drivers of satisfaction and dissatisfaction nationally, by sector and by TOC for latest two NPS waves combined. Percentage of passengers satisfied and dissatisfied with personal security at all stations that were included in the NPS for the last survey waves. Results since wave showing satisfaction score for each TOC by factor, significant changes since one year earlier, national rank and rank in TOC type. NPS reports for TOCs that used to exist or that are planned to exist in the future (exactly the same format as TOC reports). Summary results showing satisfaction for all building blocks for all main NPS factors. NPS reports for all PTEs (exactly the same format as TOC reports). Simple reports for all TOCs showing demographic profile (and answers to other questions). Quite detailed tables for all TOCs showing results for the majority of NPS questions by gender, age, journey purpose, time of week and whether they were a frequent traveller or not. 6.1 Standard reports produced for NPS 33

35 6 6. Rail sectors Sector definitions The sector results used in this report contain the following TOCs (non-franchised operators are excluded): London and South East Operators Operators Regional Operators cc CrossCountry Arriva Trains Wales Chiltern Railways East Coast Merseyrail First Capital Connect Northern Rail First Great Western First TransPennine Express ScotRail London Midland Virgin Trains London Overground National Express East Anglia Southeastern Southern South West Trains 6. Rail sectors 3

36 Contacts: David Chilvers BDRC Continental Kingsbourne House 9-31 High Holborn London, WC1V DA Tel: dave.chilvers@bdrc-continental.com David Greeno Passenger Focus 1 Drummond Gate London, SW1V QY Tel: david.greeno@passengerfocus.org.uk