spring 01 results for: Centro authority area, and National Express (NX) routes within Centro July 01 Contact: Murray Leader, Research Team, Passenger Focus nd Floor, 1 Drummond Gate, Pimlico, London, SW1V QY. Tel: 000 1 08 Email: murray.leader@passengerfocus.org.uk
Contents Page Methodology 1. Passenger profile. Key measures. About the journey. The bus stop 1. Waiting for the bus 1. On the bus. Other 0
Outline of methodology The survey has been carried out using our established methodology. This survey programme has measured bus passengers experiences on bus routes across all of the Centro authority area. Fieldwork was conducted th May to nd June 01 inclusive. GfK NOP Ltd were appointed by Passenger Focus to provide the market research agency services needed to carry out this survey programme. The methodology is designed to measure passengers experiences of bus travel, and to be representative by bus passenger journeys made. Passenger opinion was collected via a self-completion questionnaire. Passengers were asked to rate the journey they had just experienced. The sampling process used is summarised below: (further detail is in the methodology document ) A database of Centro bus services was sourced from ITO World, who collect and make available the bus journey data shown by Traveline. Every timetabled journey for every bus route was listed (except school bus services) and given a value, initially unity, but then adjusted to account for passenger turnover on longer routes based on timetabled journey time. The list of routes now stacked and sorted by day of week, time, and route. A sample of timetable bus service was selected using systematic sampling (picking every n th event), the route, day, and service setting the start time for a hour shift. Field workers made as many return trips feasible on that bus route inviting all passengers who boarded that service the chance to participate in the survey; those wishing to participate were given a questionnaire to complete after their journey, together with a reply paid envelope. Weighting was applied to offset the effect of differential response rates by age and gender. In the report: All results are based on weighted values. The numbers in brackets shown after question/category texts are the actual numbers of responses generating the answer value shown.
Passenger profile 1. Passenger profile Centro (10) NX () % % Gender Male Female 0 1 Not stated Age 1-0 - 0 0+ 0 1 Not stated 1 1 Having a disability Yes 1 1
Overall Satisfaction. Key measures Overall satisfaction with bus journey and comparison with autumn 011 Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied % sat Centro - spr 01 (118) 1 8 NX - spr 01 (08) 8 11 8 Centro - aut 011 (80) 11 81 NX - aut 011 (18) 0 1 80 Overall satisfaction (spring 01) by key passenger groups part 1 Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied Autumn 011 Centro - fare pay () 11 8 8 NX - fare pay () 1 8 8 Centro - free pass (88) 0 8 NX - free pass () 0 0 88 Q. Overall, taking everything into account from start to end of this bus journey, how satisfied were you with your bus journey today? Base: All who gave a rating for this question
Overall Satisfaction. Key measures Overall satisfaction (spring 01) by key passenger groups part Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied % sat Autumn 011 Centro - commute () 8 NX - commute () 11 8 Centro - non commute () 0 1 8 * NX - non commute () 1 8 * Centro - 1 to () 8 1 8 NX - 1 to () 8 1 80 Centro - to () 8 8 NX - to (0) 8 81 Q. Overall, taking everything into account from start to end of this bus journey, how satisfied were you with your bus journey today? Base: All who gave a rating for this question
Value for money. Key measures Value for money of bus journey, and value for money (fare-paying passengers only) Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied % sat Centro - spr 01 (8) 1 1 0 1 1 NX - spr 01 (8) 1 1 1 1 18 Centro - aut 011 (1) 1 18 1 1 1 NX - aut 011 (10) 1 18 18 1 Q. How satisfied were you with the value for money of your journey? Base: All fare paying passengers who gave a rating for this question *This area not surveyed in 011
Value for money. Key measures Value for money of bus journey, and value for money (fare-paying passengers only) Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied Autumn 011 Centro - commute () 1 1 1 1 0 NX - commute () 1 0 1 1 Centro - non commute () 1 0 1 1 1 * NX - non commute (1) 1 0 1 1 0 * Centro - 1 to (1) 1 18 0 0 NX - 1 - (1) 1 1 1 Centro - to () 1 1 1 1 8 NX - to () 1 8 1 1 1 Q. How satisfied were you with the value for money of your journey? Base: All fare paying passengers who gave a rating for this question *This area not surveyed in 011 8
Value for money expectations. Key measures Single most influence on value for money rating (fare-payers who gave an opinion about value for money) Centro - spring 01 (8) 18 8 1 NX - spring 01 (8) 18 8 1 Centro - autumn 011 (10) 1 1 NX - autumn 011 () 1 1 The cost for the distance travelled The fare in comparison to the cost of everyday items A reason not mentioned above The cost of the bus versus other modes of transport Comfort/journey quality for the fare paid Q. What had the biggest influence on the value for money rating you gave in the previous question? Base: Fare-payers who gave a rating for value for money and answered this question
Journey Purpose. About the journey Stated journey purpose (%) Travelling to/from work Travelling to/from education (e.g. college, school) 1 1 1 1 Shopping trip Visiting friends or relatives Leisure trip (e.g. day out) 11 11 11 11 0 Centro spr 01 NX spr 01 Centro aut 011 NX aut 011 Other* 11 11 Q. What is the main purpose of your bus journey today? Base: All who answered this question (Centro spring 01-111, NX spring 01 80, Centro autumn 011, NX autumn 011-0) * Other for 011 includes visiting a medical facility which was asked as a separate code in autumn 011
Main reason for choosing the bus. About the journey Reason for choosing to travel by bus (%) Cheaper than the car More convenient than the car (e.g. parking) Cheaper/more convenient than other transport 11 Centro NX Preferred bus to walking/cycling 11 1 Other reason Didn't have the option of travelling by another means Q. What was the main reason you chose to take the bus for this journey? Base: All who answered this question (Centro -118, NX - ) 11
Ticket used for journey. About the journey Ticket used for the journey (%) Free pass or free journey Elderly person's pass Disabled person's pass Complimentary/free ticket Single / return tickets 1 1 1 1 Standard single ticket Standard return ticket Reduced single / return ticket 0 0 Centro NX Day passes Valid for that bus company only Valid across bus companies Valid on bus and other modes of transport 1 1 1 1 Pass / season tickets for longer periods Bus pass for that bus company only Bus pass for many companies Multi-mode travel pass Other Other* Q. What type of ticket did you use for this journey? Base: All who answered this question (Centro 10, NX - 1) * Includes those who ticked more than one paid ticket type 1
Method of Buying Ticket. About the journey Method of buying ticket (% using that method) Ticket format Centro NX From the driver today 0 A standard paper ticket /pass From a driver before today 1 1 A photo card ticket /pass you showed the driver Direct from the bus company (website/phone) A plastic card you touched onto the fare machine 0 0 From a travel centre/bus station/booking office 1 1 A ticket sent to your mobile you showed the driver 0 0 From a local shop or post office. Other format 1 1 Direct debit through work/college 8 Centro - spring 01 Other NX - spring 01 Q. How did you buy that ticket or pass? Base: all fare-paying passengers (Centro 0, NX ) Q. In what format was your ticket? Base: all fare-paying passengers (Centro 0, NX ) 1
Planning the Journey. About the journey Information sources used to plan their journey (% using that source) Information at the bus stop 0 0 Phoned bus company 0 0 Direct from bus company website Visited a travel shop Phoned Centro 1 1 Network West Midlands/Centro website Used Traveline (phone or website) Centro NX Other Already knew from a previous journey Did not use any information sources 1 1 Q. What information sources did you use to help plan your journey today? (please tick all that apply) Base: All survey respondents (Centro - 10, NX - ) 1
Overall rating of bus stop. The bus stop Overall satisfaction with the facilities at the bus stop Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied % sat. 011 Centro (110) 8 1 8 NX () 8 1 Q1. Overall, how satisfied were you with the bus stop? Base: All who gave a rating for this question 1
Bus Stop Facilities. The bus stop Extent to which bus stop facilities are provided (%) A shelter 8 8 Seating An electronic display showing when the next bus is due to arrive 8 8 1 A timetable 8 Information on fares Information on the types of tickets available Centro NX A route map Lighting A code so you could use a mobile phone to find the time of the next bus 0 Q1. Which of the following were provided at the stop where you caught this bus? Base: All survey respondents (Centro -10, NX - ) 1
At the bus stop. The bus stop Satisfaction with factors associated with the bus stop CENTRO Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied % sat. 011 Distance from journey start (11) 1 81 Convenience/accessibility of location (1) 0 8 1 8 Its general condition/standard of maintenance () 1 1 8 Its freedom from graffiti/vandalism () 8 1 Its freedom from litter (1) 8 1 1 The information provided (1) 18 1 Your personal safety at the stop (1) 0 1 1 Q1. Thinking about the bus stop itself, how satisfied were you with the following? Base: All who gave a rating for this question *This question not asked in 011 1
At the bus stop. The bus stop Satisfaction with factors associated with the bus stop National Express Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied % sat. 011 Distance from journey start (8) 1 Convenience/accessibility of location () 8 1 8 Its general condition/standard of maintenance (18) 1 0 Its freedom from graffiti/vandalism () 1 1 Its freedom from litter (1) 1 1 1 8 The information provided (1) 0 18 1 Your personal safety at the stop () 1 1 0 0 Q1. Thinking about the bus stop itself, how satisfied were you with the following? Base: All who gave a rating for this question *This question not asked in 011 18
Waiting for the bus. Waiting for the bus How passengers estimated when the bus would arrive (%) Looked up the times in advance 1 1 From the timetable at the stop From the electronic display at the stop 1 1 From information the bus company provided directly e.g. mobile app, Facebook 1 1 Knew the buses ran frequently on this route Knew through another means Did not know when the bus was meant to arrive Centro NXWM Q18. How did you know when the bus was meant to arrive? Base: All who answered this question (Note more than one answer permissible) (Centro - 1188, NX - 11) 1
Waiting for the bus. Waiting for the bus Satisfaction with waiting for the bus Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied % sat. 011 Centro - Wait time (110) 8 1 8 8 NX - Wait time (8) 8 1 8 1 Centro - Punctuality (0) 1 0 NX - Punctuality (0) 1 Q. How satisfied were you with each of the following? Base: All who gave a rating for this question Ability to board first bus (%) Centro NX Autumn 01 Q1. Were you able to board the first bus you wanted to travel on? Base: All who answered this question (Centro spring 01 1188, NX spring 01 ) 0
Waiting for the bus. Waiting for the bus How waiting time for the bus compared with expectation Much less than expected A little less than expected About time expected A little longer than expected Much longer than expected Centro spring 01 (11) 1 1 1 NX (0) 1 1 1 Centro Aut 011 () 1 1 1 NX Aut 011 () 1 1 1 Q0. Thinking about the time you waited for the bus today, was it...? Base: All who answered this question 1
On the bus. On the bus Satisfaction with on-bus factors: part 1 Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied Spr 01 Aut 011 Centro - route/destination info outside (111) 1 1 81 NX - route/destination info outside () 1 1 80 Centro - Cleanl. & condition - outside (1118) 8 1 8 NX - cleanl. & condition - outside () 1 1 Centro - ease of getting onto and off bus (118) 0 1 8 8 NX - ease of getting onto and off bus (88) 8 1 88 8 Centro - length of time to board (111) 8 8 1 8 8 NX - length of time to board (0) 8 1 8 8 Q Thinking about when the bus arrived, please indicate how satisfied you were with each of the following? Base: All who gave a rating for this question
On the bus. On the bus Satisfaction with on-bus factors: part Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied Spr 01 Aut 011 Centro - cleanliness & condition inside (1) 1 1 8 NX - cleanliness & condition inside () 1 1 Centro - information inside bus () 1 0 1 NX - information inside bus (0) 0 0 0 8 0 Centro - avail. seating/space to stand (11) 0 1 1 80 NX - availability seating/space to stand (1) 1 Centro - comfort of the seats (11) 1 0 NX - comfort of the seats (81) 1 Q Thinking about whilst you were on the bus, please indicate how satisfied you were with each of the following? Base: All who gave a rating for this question
On the bus. On the bus Satisfaction with on-bus factors: part Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied Spr 01 Aut 011 Centro - personal space (11) 0 1 1 * NX - personal space () 1 1 1 * Centro - provision of grab rails to... (111) 1 NX - provision of grab rails to... () 1 8 Centro - temperature inside the bus (1) 0 18 0 NX - temperature inside the bus () 0 1 8 8 Centro - personal security whilst on bus (11) 1 1 NX - personal security whilst on the bus () 18 Q Thinking about whilst you were on the bus, please indicate how satisfied you were with each of the following? Base: All who gave a rating for this question
The Bus Driver. On the bus Satisfaction with bus driver factors part 1 Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied Spr 01 Aut 011 Centro - nearness to the kerb/stop (11) 1 88 88 NX - nearness to the kerb/stop () 0 1 8 88 Centro - driver's appearance (1) 8 1 1 8 8 NX - driver's appearance (0) 8 1 8 8 Centro - greeting/welcome (1) NX - greeting/welcome (11) 1 11 8 Q. Thinking about the driver, please indicate how satisfied you were with each of the following? Base: All who gave a rating for this question *This question not asked in 011
The Bus Driver. On the bus Satisfaction with bus driver factors part Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied Spr 01 Aut 011 Centro - helpfulness and attitude () 8 NX - helpfulness and attitude (8) 0 Centro -time given to get to seat (1) 8 1 NX - time given to get to seat () 8 0 Centro - smoothness/freedom from jolting () 0 0 8 NX - smoothness/freedom from jolting (8) 8 1 8 Centro - safety of driving (111) 0 1 8 8 NX - safety of driving () 0 0 1 80 Q. Thinking about the driver, please indicate how satisfied you were with each of the following? Base: All who gave a rating for this question *This question not asked in 011
Anti Social Behaviour during journey. On the bus Incidence of having concern during the journey due to other passengers behaviour (%) Centro spring 01 (10) NX spring 01 () Centro autumn 011 NX autumn 011 () Yes 1 1 18 1 No/not stated 8 8 8 80 Q. Did other passengers behaviour give you cause to worry or make you feel uncomfortable during your journey? Base: All survey respondents Type of anti-social behaviour that caused concern (%) [for Centro area] Passengers drinking/under influence of alcohol Passengers taking/under the influence of drugs 0 Abusive or threatening behaviour 18 Rowdy behaviour Feet on seats Music being played loudly Smoking Graffiti or vandalism 1 Other Q. Did other passengers behaviour give you cause to worry or make you feel uncomfortable during your journey? Base: all who were concerned about anti social behaviour (Centro - 1)
Satisfaction with the journey time. On the bus Satisfaction with journey time on the bus Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied Centro spr 01 - sat. with journey time (118) 0 NX spr 01 - sat. with journey time (0) 8 Centro aut 011 - sat. with journey time 1 1 NX aut 011 - sat. with journey time 1 Q. How satisfied were you with the length of time your journey on the bus took? Base: All who gave a rating for this question 8
Factors affecting the journey length. On the bus Factors affecting journey length % saying yes note more than one answer permissible 18 0 1 1 1 1 11 Congestion/traffic jams Road works The bus driver driving too slowly Poor weather conditions The bus waiting too long at stops Time it took passengers to board/pay for tickets Centro spr 01 NX spr 01 Centro - aut 011 NX - aut 01 Q0. Was the length of your journey affected by any of the following? Base: All survey respondents (Centro spring 01 10, NX, Centro autumn 011, NX autumn 011 )
Recommendation. Other Level of recommendation Yes Not sure No Not stated Centro 1 NX 1 Centro fare pay 18 NX fare pay 18 Centro - free pass 8 NX - free pass 80 11 Q8. Would you recommend the bus company you used for your journey today? Base: All survey respondents (Centro spring 01 10, NX ) 0
Questionnaire Appendix 1
Questionnaire Appendix
Questionnaire Appendix
Questionnaire Appendix