Tram Passenger Survey (TPS) Manchester Metrolink

Transcription

1 Tram Passenger Survey (TPS) Manchester Metrolink Rosie Giles Tel: Rosie.Giles@transportfocus.org.uk Insight Team, Transport Focus, Fleetbank House, - Salisbury Square, London, ECY JX 0 results March 0

2 Contents Overview Context to the survey Summary of 0 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) Manchester Metrolink Context to the survey

4 Background to the 0 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 0 TPS covered tram services in Manchester, Birmingham, Blackpool, Nottingham, Sheffield and Glasgow*. Edinburgh Trams was covered in 0-0. 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 0pm, between September and December 0 surveys were completed for Manchester Metrolink in autumn 0 For further details of the survey method, see Appendix *Glasgow Subway was included for the first time in 0. 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 Manchester network in context The Network Passenger Journeys Ticket Purchasing Information at stops Frequency Engineering disruptions/other notes Manchester lines stops miles 0.** million TVMs at stops Conductors on board Info boards all stops (TTs, fares) Passenger Info Displays (Not all stops on Bury and Altrincham lines) Mon-Sat: every - mins Sun: - mins Airport line opened late 0, covered for first time in 0 Exchange Square and link with Victoria opened in December 0 Increasing use of double carriage trams Second City Crossing opened in February 0 enabling quicker journeys across the city A tram collision on the 0 th November 0 affected two shifts which were rescheduled due to no trams running line stops miles.* million TVMs at stops Conductors on board Info boards at stops (TTs, fares) Passenger Info Displays Mon-Sat: every -0 mins Sun: -0 mins Blackpool illuminations Sep to Nov 0 Heritage trams operate bank holidays, weekends and summer; not covered in this research No significant issues affected fieldwork Midland Metro line stops miles.* million TVMs at stops Conductors on board Info boards at some stops (TTs, fares) Passenger Info Displays Mon-Sat: every - mins Sun: mins Network extension to Grand Central (New Street Station) opened on 0 May 0 and was included in the TPS 0 Network improvement works meant that two tram stops at the Wolverhampton end of the route were closed for the duration of fieldwork in 0 (Wolverhampton St George s and The Royal) Nottingham lines 0 stops 0 miles.* million TVMs at stops Conductors on board 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 on board Info boards at stops (TTs, fares) Passenger Info Displays Mon-Sat: every -0 mins Sun: 0-0 mins No significant issues affecting fieldwork *Source: Department for Transport, Passenger journeys on light rail and trams by system in England, 0/ **Source: Direct from operator

6 Tram Passenger Survey (TPS) Manchester Metrolink Key findings

7 Figures shown are total very or fairly satisfied. Last year s figure is shown in grey

8 Passenger experience: a snapshot Overall journey satisfaction: trend over time Overall journey satisfaction: 0 All networks* Blackpool Metrolink Midland Metro Nottingham Sheffield Manchester All Networks* 0 0 Midland Metro 0 0 Nottingham Sheffield 0 0 *All networks includes different networks each year. 0 and 0 exclude Edinburgh Trams. 0-0 exclude Glasgow Subway

9 What makes a satisfactory or great journey on Metrolink? The top factors linked to overall journey satisfaction* What makes a satisfactory journey? What makes a great 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 0 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 0 and 0 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.

10 Passenger experience in Manchester 0: across the network Satisfaction with key measures: All Networks Airport Altrincham Ashton Bury East Didsbury Eccles Rochdale City Zone Overall journey Value for Money Punctuality 0 0 Overall stop 0 Satisfaction with other measures driving overall journey satisfaction in Manchester: On tram environment and comfort Space to sit/stand on board Comfort of the seats Amount of personal space on board 0 0 Timeliness Length of time waiting for the tram 0 % 0

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12 Manchester 0: summary of key findings () In the 0 wave of the Tram Passenger Survey per cent of Metrolink passengers are satisfied with their journey overall (0: 0 per cent). This is higher than the same measure on the Bus Passenger Survey ( per cent). Half of all passengers (0 per cent) are very satisfied with their journey overall Overall journey satisfaction is quite consistent across different passenger groups. Younger passengers tend to be slightly less satisfied ( per cent), as do those who are commuting using Metrolink ( per cent) 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 0, although satisfaction with the availability of seating or space to stand decreased significantly from per cent in 0 to per cent. The amount of personal space on board is the lowest rated on board aspect, with 0 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 has remained unchanged since 0, with per cent of passengers satisfied. But satisfaction with the length of time waiting for the tram has decreased slightly from per cent to per cent Amongst fare-paying passengers, per cent are satisfied with the value for money of their journey, a slight decrease since 0 ( per cent). Younger passengers are least satisfied with value for money, with only 0 per cent satisfied ( per cent in 0) When evaluating value for money, the most important factors are the cost of the tram versus other modes of transport and the cost for the distance travelled

13 Manchester 0: summary of key findings () Satisfaction is highest on the Eccles and Airport lines, with per cent and per cent satisfied with their journey overall respectively. Passengers using the Bury line are the least satisfied overall ( per cent). The East Didsbury line sees some significant decreases in satisfaction with the on board environment and comfort per cent of passengers spontaneously mention an improvement that could have been made to their journey ( per cent in 0). The most common improvements mentioned related to better seating and capacity on board trams Other improvements relate to the frequency/route of the tram, as well as the fares and tickets per cent of passengers experienced a delay on their journey (0: per cent). When delays occurred they lasted minutes on average Half of all passengers ( per cent) are using Metrolink to commute ( per cent travelling to work; per cent travelling to education) The vast majority of passengers ( per cent) use a ticket vending machine to purchase their ticket. Just over a quarter ( per cent) use the get me there app Since 0 passengers have moved towards using more electronic ticket formats. per cent use a ticket on their mobile (0: per cent), with per cent still using a paper ticket (0: per cent)

14 Tram Passenger Survey (TPS) Manchester Metrolink Experience and opinions of the journey

15 Experience and opinions of the journey: summary Satisfaction with today s journey: 0 Overall journey Value for money Punctuality 0 On-vehicle journey time Buses in Manchester

16 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 (0%) 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 0%) 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 (% -; % -; % 0+) with a close gender split (Male 0%; 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 (0) Base: those neither/nor, fairly dissatisfied or very dissatisfied with journey overall ()

17 Overall satisfaction (%) by gender and age 0 Total fairly/very satisfied All passengers 0 0 Male 0 0 Female 0 Age to 0 Age to 0 Age 0+ 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

18 Overall satisfaction: by passenger type 0 Total fairly/very satisfied All passengers 0 0 Fare-payers Free pass holders 0 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

19 Value for money (fare-payers only) 0 Total fairly/very satisfied All passengers 0 Age to Age to 0 Commuting Not commuting 0 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 - 0

20 What influenced value for money rating Those satisfied with value for money Those not satisfied with value for money Cost tram versus other transport Cost for distance travelled Cost of making same trip by car Comfort/quality for the fare paid Fare compared to everyday items Other reason Q. What had the biggest influence on the value for money rating you gave in the previous question? Base: All fare-paying passengers satisfied with VFM - ; all fare-paying passengers not satisfied with VFM - 0

21 Punctuality and on-vehicle journey time 0 Total fairly/very satisfied Satisfaction with punctuality Satisfaction with onvehicle journey time 0 Q. How satisfied were you with each of the following Punctuality? Base: All passengers Q. How satisfied were you with the amount of time your journey on the tram took? Base: All passengers 0

22 Tram Passenger Survey (TPS) Manchester Metrolink Waiting at the stop

23 Waiting at the stop: summary Overall satisfaction with stop Buses in Manchester Waiting times: Satisfaction: expected waiting time Expected wait time. mins Buses in Manchester mins Distance from journey start Convenience/accessibility 0 Actual reported wait time. mins mins General condition and maintenance Checking tram information: Freedom from graffiti/vandalism Freedom from litter Passengers who checked tram time Behaviour of other passengers Information provided Info sources used before arriving at stop Online tram times most common Online and paper timetables Personal safety Info sources used at stop % Electronic display % Stop timetable *Not asked in BPS Among those that didn t check % knew service frequent % knew service frequent

24 Satisfaction with the tram stop (%) 0 Total fairly/very satisfied Overall satisfaction - tram stop Convenience/accessibility 0 Personal safety at stop 0 0 Freedom from graffiti/vandalism 0 Distance from journey start 0 0 Behaviour of other passengers 0 0 General condition/maintenance 0 0 Information provided at the stop 0 Freedom from litter 0 Ticket buying facilities 0 Reliability of ticket machines Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied Q. Overall, how satisfied were you with the tram stop? & Q. Thinking about the tram stop itself, how satisfied were you with the following: Base: All passengers - 0

25 Waiting time 0 Total fairly/very satisfied Length of time had to wait 0 Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied Total about the same or a little/much less than expected Actual versus expected waiting time Much less A little less As expected A little longer A lot longer Q. How satisfied were you with each of the following? & Q. Thinking about the time you waited for the tram today, was it [ ] than expected? Base: All passengers - 00

26 Expected and reported waiting times Under mins - mins Expected tram waiting time -0 mins Average expected waiting time. minutes (0:.0 minutes) 0- mins Over mins Under mins - mins 0 Reported tram waiting time -0 mins 0 Average reported waiting time. minutes (0:. minutes) 0- mins 0 Over mins Q. Approximately how long did you expect to wait for the tram? & Q. Approximately, how long did you wait for your tram Base: All passengers

27 How passengers checked tram times Leaflet/paper timetable Online 0 Before leaving the tram stop Disruption updates via Metrolink website Disruption updates via social media Other Electronic display Information posters At the tram stop Online Disruption updates via Metrolink website Disruption updates via social media Other Q. Did you check any of the following to find out when the tram was meant to arrive? Base: All passengers

28 Why passengers did not check tram times Knew the trams ran frequently on this route Did not matter to me when tram was meant to arrive 0 Already knew arrival times 0 0 Didn't have time Could not find the information Did not know when tram was meant to arrive * * 0 Q. If you did not check to find out when the tram was meant to arrive, why was this? Base: All not checking tram arrival information *Not asked before 0 **Not asked in 0,0

29 Tram Passenger Survey (TPS) Manchester Metrolink The tram

30 The tram: summary Buses in Manchester Buses in Manchester Buses in Manchester Start of journey On board The driver Route info on tram Interior cleanliness Appearance * Exterior cleanliness Info on board Greeting * Ease getting on 0 Seat/standing space Helpfulness/attitude * Time taken to board 0 Seat comfort Safety of driving Personal space 0 Smoothness journey Provision grabrails *Not asked for Metrolink Temperature Personal security 0 0

31 Satisfaction with start of journey (%) 0 Total fairly/very satisfied Time taken to board 0 Ease of getting on/off tram 0 Route/destinati on information on tram 0 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 0

32 Satisfaction on the tram (%) 0 Total fairly/very satisfied Information provided inside the tram 0 0 Interior cleanliness/co ndition 0 Temperature inside the tram 0 Personal security 0 0 Provision of grab rails Comfort of the seats Availability of seating or space to stand 0 0 Amount of personal space 0 0 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

33 Satisfaction with tram staff/driver (%) 0 Total fairly/very satisfied Safety of the driving 0 Smoothness/freedom from jolting 0 0 Helpfulness/attitude Greeting/welcome Appearance Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied *Not asked for Manchester Metrolink TPS: 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

34 Tram Passenger Survey (TPS) Manchester Metrolink Negative experiences during the journey

35 Negative experiences during the journey: summary Passengers experiencing a delay to their journey Average length of delay (perceived) Most common cause of delay mins Due to a signal/points failure Passengers with worry or concern about others behaviour on board

36 Experience of delays (%) per cent ( ) of Manchester passengers experienced a delay (0: per cent). Average length of delay was minutes ( ) Signal/points failure 0 0 Tram waiting too long at stops Time it took passengers to board/pay Tram failure 0 Tram waiting too long at signals 0 Congestion/traffic jam Poor weather 0 Had to use bus replacement Planned engineering works 0 No reason given 0 Other 0 0 Not sure * No reason given for delay not asked in 0. Its addition could have caused the significant drops in the other factors TPS: Q. Why was your journey delayed? Base: All experiencing a delay -

37 Worry or concern at other passengers behaviour (%) 0 0 All passengers % worried/concerned of other passengers behaviour Male Female Age to Age to Age Types of worrying/concerning behaviour (%) Rowdy behaviour Passengers under influence of alcohol Passengers not paying fares Loud use of mobiles Passengers not moving out of priority seats Passengers under influence of drugs Feet on seats Passengers playing loud music Abusive or threatening behaviour Graffiti/vandalism Smoking Q. Did other passengers behaviour give you cause to worry or make you feel uncomfortable during your journey? Base: All passengers Q. Which of the following were the reasons for [other passengers behaviour causing you concern]? Base: All experiencing worrying/concerning behaviour *Not asked in 0

38 Tram Passenger Survey (TPS) Manchester Metrolink Passengers suggested improvements

39 Passengers suggested improvements: summary % of Manchester passengers in 0 had no suggestions for improvements of the % that did, the most common service areas for improvement were: Seating and capacity Frequency/routes Fares/tickets Tram: Design/comfort/condition Passenger behaviour Tram stop Tram staff Punctuality Journey times Real time info./updates at stop Information about routes Comment about another journey On-board amenities (Wi-Fi, tea/coffee etc.) Real time info./updates via online sources External factors (road works, congestion etc.) Disabled provision / Wheelchair provision etc. Other 0 0 Q. If something could have been improved on your tram journey today, what would it have been? Base: All suggesting an improvement -

40 Selected verbatim comments The trams to Altrincham at peak times in the morning are always overcrowded due to the amount of school children and college students travelling at the same time as people who are going to work - putting on more frequent trams or more double trams would help ease the congestion. More frequent and double trams in the morning, so everyone's not pushed together and has a bit of space. Sometimes I miss the tram because of how many people are on there. Double trams? Every minutes? Guard to make you feel safe. There is no circular network in Greater Manchester. To get between points on the Periphery, you have to go onto the middle then back out again - the metro link doesn't extend to Stockport at all. How can we spend billions on cross rail and naff all here? Trams are slow too. Window seats by doors have no leg room - have to sit sideways. This tram just beat rush hour, but the next one would have been rammed and no extra capacity is added during peak times. More space and more staff. I pay for every journey and never get checked, yet you have loads of freeloaders. Do what they do in London and have barriers meaning everyone has to buy a ticket. You can pay less on staff and will have every client purchasing a ticket. Feel there should be some form of conductor guard available. I have been on trams before and felt unsafe, and also it is frustrating that you buy a ticket and no one checks it, and you know others haven't. Make reasons for delays more transparent I.e. announcements why it s late not just that it s late. Also, have a double tram at least once every hour during - More trams - less cramped conditions (personal space). Time until the tram arrived. Give exact times, how long is the tram actually away from the stop. More seats, trams that can withstand vandalism better, more security to prevent vandalism. 0

41 Tram Passenger Survey (TPS) Manchester Metrolink Opinion of trams in the local area

42 Opinion of trams in the local area: summary General opinion of services in area: Bus services in Manchester (BPS) Connections with other modes Ease of getting to local amenities 0 Ease of buying tickets Reliability 0 Frequency 0 Range of payment options available 0 Range of tickets available *Not asked in BPS Q. And how satisfied are you overall with tram services for the following? Base: Q. How would you rate tram services for the following? Base: 0

43 Satisfaction on the trams generally 0 Total fairly/very satisfied Ease of buying ticket 0 Reliability** (running on time) Frequency (how often they run) 0 0 Range of payment options available 0 Range of tickets available 0 Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied Total good/very good Ease of getting to local amenities Connections with other modes of transport Very good Good Neither/nor Poor Very poor Q. And how satisfied are you overall with tram services for the following: & Q: How would you rate your local tram services for the following: Base: All passengers *Not asked before 0 **Statement changed in 0 from Punctuality to Reliability.

44 Tram Passenger Survey (TPS) Manchester Metrolink Appendix : the passenger and journey context

45 Metrolink passengers: summary Overview of passenger demographics - Age - 0+ Not stated Disability Yes No Not stated 0 Access to private transport Easy Moderate Limited/none Not stated 0 Passengers postcodes relative to tram network

46 Passengers postcodes relative to tram network: by route () Airport Ashton Altrincham Bury

47 Passengers postcodes relative to tram network: by route () East Didsbury Rochdale Eccles/ Mediacity UK City Zone

48 Passenger profile Tram Bus Age Over Not stated N/A N/A 0 0 Access to private transport Easy 0 0 Moderate 0 Limited/none 0 Not stated Has a disability Yes Ticket type Free pass holders 0 Fare-payers 0

49 Where Manchester Metrolink passengers live Any OL M, M0 and M 0 Any BL M, M, M and M Any WA Any SK M, M, M0, M M - M M and M M, M - M M, M and M0 M - M Any other Q: What is your postcode? Base: All giving a postcode

50 Metrolink journeys: summary () Frequency using trams in area Passenger journey details + days week Less often Journey purpose - days week First time Commuting - days a week Business Once a fortnight Leisure Once a month 0

51 Metrolink journeys: summary () Tickets used for today s journey Single/return Fare-payer Ticket type Season Other Free/fare-payers Free pass Mode permitted Tram only Multi-mode Purchased ticket via Ticket format Ticket machine Paper Get me there app Photocard Travel shop Plastic card Other M-ticket

52 Metrolink journeys: summary () Most used tram stops: journey start Piccadilly 0 Bury St Peter s Square Altrincham Victoria Deansgate-Castlefield East Didsbury Piccadilly Gardens Most used tram stops: journey destination St Peter s Square 0 Piccadilly Deansgate-Castlefield Bury Victoria Piccadilly Gardens Altrincham Market Street Mode used to arrive at starting stop (all stops) On foot Car Bus Train Other Mode used to travel on from destination stop (all stops) On foot Car Bus Train Other

53 Metrolink journeys: summary () Journey direction Outward Weather on day of journey Return Dry One way only Light rain Heavy rain Sitting/standing Other Had a seat Stood, would have liked seat Stood, happy to stand

54 Journey purpose Travelling to/from work Leisure trip Shopping trip 0 Travelling to/from education Visit friends or relatives On personal business On company business Health visit Other Sub-total: Commuter Sub-total: Business Sub-total: Leisure 0 Q. What is the main purpose of your tram journey today? Base: All passengers 0

55 Frequency of using Metrolink tramway or more days a week or days a week 0 Once or twice a week 0 Once a fortnight Once a month Less frequently This is the first time Q. How often do you typically travel by tram? Base: All passengers 0

56 Ticket type and modes of transport permitted Sub-total: Single/return Single 0 0 Return Sub-total: Season ticket/pass Day pass day/weekend days/ week 0 days/ weeks weeks/ month Quarterly/ months year Free pass/journey Other ticket type Tram only Train and tram Bus and tram Train, bus and tram Q. What type of ticket/pass did you use for this tram journey today? Base: All passengers 0 Q. What modes of transport does your ticket allow you to travel on? Base: All passengers 0

57 Method of buying ticket and ticket format Ticket machine at stop Conductor that day 'Get me there' app 'Get me there' website Travel shop Direct from the tram company Rail/bus company Local shop or post office Direct debit through work/college Other Paper ticket/pass Photocard pass Plastic card Ticket on mobile Other format *Not asked for Manchester / Not asked before 0/0 Q. How did you buy that ticket or pass? Base: All fare-paying passengers Q. In what format was your ticket? Base: All passengers 0

58 Metrolink stops used by passengers surveyed per cent of passengers were on an outward journey, per cent on a return and per cent on a one-way trip (0: per cent, 0 per cent and per cent respectively) per cent had a seat for their whole journey, while per cent said they had to stand but would have liked to have a seat (0: per cent and per cent) Boarding Alighting Piccadilly 0 Bury St Peter s Square 0 Altrincham Victoria 0 Deansgate-Castlefield Piccadilly Gardens Market Street St Peter s Square 0 0 Piccadilly Deansgate-Castlefield Bury Victoria 0 Piccadilly Gardens Market Street Cornbrook Any changes in tram stops used reflects the sample of passengers in this survey rather than actual usage of stops Q: Were you on your outward or return journey? Q. Did you get a seat on the tram? Q: At which stop did you board/leave this tram? Base: All passengers -

59 How got to and from the tram stop On foot 0 Cycled Car - dropped off/picked up Car - park and ride Car - parked elsewhere Taxi Bus/coach Train Tram Other Got to tram stop Left tram stop * Not asked before 0 Q: How did you get to/from the tram stop where you boarded/left the tram today? Base: All passengers - 0

60 Weather conditions when journey made Dry 0 Light rain Heavy rain Snow Foggy Icy 0 Q. What was the weather like when you made your journey? Base: All passengers - 0 0

61 Reasons for choosing the tram Best way to get where I am going More convenient than the car (e.g. parking) Quicker than other transport 0 Didn t have the option of travelling by other means Tram more comfortable than other transport Cheaper than other transport 0 Cheaper than the car For the experience of riding the tram Other *Question changed to multi-code in 0. Significant changes are therefore not shown **Not asked in 0 Q. What was the main reason you chose to take the tram for this journey? Base: All passengers 0

62 Factors preventing more journeys being made Level of crowding 0 Places reachable Cost of using trams Tram network improvement works Journey times Concern for personal safety 0 Reliability of trams 0 Frequency of trams Comfort of trams Understanding the fares Understanding ticket machines *Not asked in 0. The addition of Tram network improvement works in TPS 0 could have caused the significant drops in 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

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

64 Methodology fieldwork Manchester Metrolink (TPS) Fieldwork: September to December 0 (with a gap for half term from October to October) Interviewer shifts: covered all days of the week and ran from am to 0pm. Each interviewer worked a three-hour shift; four-hour shifts were conducted in a few cases Method: Choice of paper or online self-completion questionnaire Sample size: interviews ( paper and online) In 0 fieldwork took place between September to December 0 Bus (BPS) data for Transport for Greater Manchester area Fieldwork: September to December 0 Interviewer shifts: covered all days of the week and ran from am to 0pm. Each interviewer worked a three-hour shift Method: Choice of paper or online self-completion questionnaire Sample size: interviews

65 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. 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: -, -, 0+ Gender: male, female Time/day travelled: weekday peak, weekday off peak and weekend The full details of the weighting matrix can be found in the TPS 0 technical report. 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.

66 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 0 Value for money How satisfied were you with the value for money of your tram journey?

67 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 00%. 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 0 and 0 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.

68 The Manchester Metrolink route map

69 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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76 Tram Passenger Survey (TPS) Manchester Metrolink Rosie Giles Tel: Rosie.Giles@transportfocus.org.uk Insight Team, Transport Focus, Fleetbank House, - Salisbury Square, London, ECY JX 0 results March 0