Tram Passenger Survey (TPS) Rosie Giles Tel: 8 Email: Rosie.Giles@transportfocus.org.uk 7 results March 8 Insight Team, Transport Focus, Fleetbank House, - Salisbury Square, London, ECY 8JX
Contents Overview Context to the survey Summary of 7 findings The findings Experience and opinions of the journey Waiting at the stop The tram 9 Negative experiences during the journey Passengers suggested improvements 8 Opinion of trams in local area Further information Appendix : Passenger and journey context Appendix : Further detail on survey background and method Appendix : Questionnaire 7
Tram Passenger Survey (TPS) Context to the survey
Background to the 7 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 7 TPS covered tram services in Manchester, Birmingham, Blackpool, Nottingham, and Glasgow*. Edinburgh Trams was covered in -. The survey method Passengers are approached while making a journey; they answer the survey about that journey specifically The questionnaire is self-completion, with passengers offered a choice of online or paper Interviewers approached passengers on all days of the week between am and pm, between 8 September and 8 December 7 surveys were completed for Supertram in autumn 7 For further details of the survey method, see Appendix *Glasgow Subway was included for the first time in 7. 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.
The network in context The Network Passenger Journeys Ticket Purchasing Information at stops Frequency Engineering disruptions/other notes lines 8 stops 8 miles.* million TVMs at stops Conductors on board Info boards at stops (TTs, fares) Passenger Info Displays Mon-Sat: every - mins Sun: - mins No significant issues affecting fieldwork line 8 stops miles.* million TVMs at stops Conductors on board Info boards at stops (TTs, fares) Passenger Info Displays Mon-Sat: every - mins Sun: - mins Blackpool illuminations Sep to Nov 7 Heritage trams operate bank holidays, weekends and summer; not covered in this research No significant issues affected fieldwork Manchester Midland Metro 7 lines 9 stops 7 miles line stops miles.7** million.* million TVMs at stops Conductors on board TVMs at stops Conductors on board Info boards all stops (TTs, fares) Passenger Info Displays (Not all stops on Bury and Altrincham lines) Info boards at some stops (TTs, fares) Passenger Info Displays Mon-Sat: every - mins Sun: - mins Mon-Sat: every - mins Sun: mins Airport line opened late, covered for first time in Exchange Square and link with Victoria opened in December Increasing use of double carriage trams Second City Crossing opened in February 7 enabling quicker journeys across the city A tram collision on the th November 7 affected two shifts which were rescheduled due to no trams running Network extension to Grand Central (New Street Station) opened on May and was included in the TPS Network improvement works meant that two tram stops at the Wolverhampton end of the route were closed for the duration of fieldwork in 7 (Wolverhampton St George s and The Royal) Nottingham lines stops 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 *Source: Department for Transport, Passenger journeys on light rail and trams by system in England, /7 **Source: Direct from operator
Tram Passenger Survey (TPS) Key findings
Figures shown are total very or fairly satisfied. Last year s figure is shown in grey 7
Passenger experience: a snapshot Overall journey satisfaction: trend over time Overall journey satisfaction: 7 All networks* Blackpool Metrolink Midland Metro Nottingham 7 9 All Networks* 9 9 97 8 Midland Metro 9 7 Manchester 89 Nottingham 9 *All networks includes different networks each year. and 7 exclude Edinburgh Trams. -7 exclude Glasgow Subway 8
What makes a satisfactory or great journey on Supertram? The top factors linked to overall journey satisfaction* What makes a satisfactory journey? What makes a great journey? % % % % Cleanliness and condition of the tram Tram stop condition Boarding the tram *Key Driver Analysis looks at fare-paying passengers overall journey satisfaction response and their response to the individual satisfaction measures in the survey (including value for money), which have been grouped into themes based upon a statistical analysis of the responses. The left hand chart shows which themes most differentiate between those not satisfied and satisfied overall making a journey satisfactory. The right hand chart shows which themes most differentiate between those fairly and very satisfied overall making a great journey. The analysis combines data from and 7 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. 9
Passenger experience in 7: across the network Satisfaction with key measures: All Networks Blue/Purple route Yellow route Overall journey Value for Money Punctuality Overall stop 9 7 8 9 9 9 9 8 7 7 88 77 8 9 9 9 Satisfaction with other measures which make a satisfactory journey: Length of time waiting for the tram 8 88 8 89 Satisfaction with other measures which make a great journey: Space to sit/ stand on board Comfort of the seats Amount of personal space on board Provision of grab rails Temperature on board 8 88 8 88 8 7 8 8 7 8 9 7 79 8 8 8 9 8 8 87
Summary of key findings () In the 7 wave of the Tram Passenger Survey 9 per cent of Supertram passengers are satisfied with their journey overall. This is a significant increase compared to (9 per cent). Two thirds of passengers ( per cent) are very satisfied with their journey overall Overall journey satisfaction is higher than the same measure on the Bus Passengers Survey for bus services in South Yorkshire (87 per cent satisfied) Overall satisfaction is quite consistent across different passenger groups. There have been significant increases in satisfaction amongst male passengers, those aged -, commuters and fare payers The key factor which makes journeys satisfactory on Supertram is the timeliness of trams. Satisfaction with punctuality and the length of time waiting for the tram have remained consistent with last year. Satisfaction with punctuality remains the same as (8 per cent satisfied); satisfaction with wait time edges upwards from 8 per cent in to 8 per cent The key factor which makes journeys great on Supertram is the on board environment and comfort. Satisfaction is generally high for aspects linked to this, in particular the comfort of the seats and provision of grab rails 88 per cent are satisfied with both aspects of the on board experience. The lowest rated aspect is the amount of personal space on board, which has increased significantly this year from 7 per cent to 8 per cent Amongst fare-paying passengers, 7 per cent are satisfied with value for money. This is an upwards movement from 7 per cent in. Those aged - are less satisfied with value for money (7 per cent) 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
Summary of key findings () When comparing the two lines in (Blue/Purple and Yellow) overall satisfaction is marginally higher on the Yellow line: 9 per cent compared to 9 per cent on the Blue/Purple line. Passengers are considerably more satisfied with punctuality on the Yellow line (8 per cent compared to 77 per cent), as well as with many aspects of on board environment and comfort 9 per cent of passengers spontaneously mention an improvement that could have been made to their journey (7 per cent in ). The most common improvement mentioned relates to having real time information and updates at the tram stop Other improvements relate to punctuality of the tram and the design, comfort and condition of the vehicles per cent of passengers experienced a delay on their journey (: per cent). When delays occurred they lasted 8 minutes on average Just less than half of all passengers (8 per cent) are using Supertram to commute. 8 per cent are travelling for work; per cent for education Two thirds of passengers ( per cent) purchase their ticket from a conductor. There is a relatively even split between paper tickets ( per cent) and tickets on a plastic card (9 per cent). Only per cent use an m-ticket, although this is significantly higher than ( per cent)
Tram Passenger Survey (TPS) Experience and opinions of the journey
Experience and opinions of the journey: summary Satisfaction with today s journey: 9 9 97 9 9 87 Overall journey 7 9 8 7 7 7 Value for money 8 78 8 8 8 7 Punctuality 9 8 9 9 9 8 On-vehicle journey time 7 Buses in South Yorkshire
Who are satisfied and not satisfied passengers? Very satisfied passengers are more likely to: Fairly satisfied passengers are more likely to: Not satisfied passengers are more likely to: Journey purpose Be leisure travellers (%) Be commuters (%) Be commuters (7%) more than those who are fairly satisfied Time of travel Be travelling during off-peak times (%) or weekends (%) Travel during off-peak times (%) Be travelling at peak times (9%) Frequency of travel Travel the least frequently (% or more days a week) Primarily travel between or days a week (7%) and once or twice a week (7%) Travel the most frequently (9% or more days a week) Access to private transport Have easy to moderate access to private transport (8% easy ; % moderate ) Have moderate access to private transport (%) Have easy to moderate access to private transport (7% easy ; % moderate ) similarly to those who are very satisfied Age and gender Be under + (% -; 7% - 9) and female (%) Be younger (% -) Be younger (% -) but less than those who are fairly satisfied and male (%) Trust in the operator Have the high trust in the operator (8% rated -7 on a 7-point scale) Have medium to high levels of trust (98% rated -7 on a 7-point scale) Have low to medium levels of trust (8% rated - on a 7-point scale) Base: those very satisfied with journey overall (7) Base: those fairly satisfied with journey overall (8) Base: those neither/nor, fairly dissatisfied or very dissatisfied with journey overall ()
Overall satisfaction (%) by gender and age 7 Total fairly/very satisfied All passengers 9 9 9 97 9 9 Male 9 8 9 9 9 Female 9 7 97 9 98 9 9 Age to 8 9 79 98 87 9 Age to 9 7 8 9 9 9 9 9 Age + 8 7 9 98 99 99 99 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 7
Overall satisfaction (%) by passenger type 7 Total fairly/very satisfied All passengers 9 9 9 97 9 9 Fare-payers 9 89 9 9 9 Free pass holders 79 8 97 97 99 99 Commuting 9 9 8 9 8 9 Not commuting 7 97 98 99 99 97 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 8
Value for money (%) fare-payers only 7 Total fairly/very satisfied All passengers 8 7 7 8 9 7 Age to 7 9 78 Age to 9 8 8 79 8 7 8 Commuting 9 7 7 8 7 Not commuting 7 7 9 7 79 8 8 7 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 9 9
What influenced value for money rating (%) Those satisfied with value for money Those not satisfied with value for money 7 8 9 9 9 7 8 7 9 7 9 9 8 9 9 9 8 8 8 7 Cost tram versus other transport Cost for distance travelled Comfort/quality for the fare paid Fare compared to everyday items Other reason NOTE: Those not satisfied with value for money includes respondents answering Neither satisfied nor dissatisfied Q. What had the biggest influence on the value for money rating you gave in the previous question? Base: All fare-paying passengers - 8
Punctuality and on-vehicle journey time 7 Total fairly/very satisfied Satisfaction with punctuality 8 9 7 8 8 8 78 8 Satisfaction with onvehicle journey time 9 9 9 8 9 Q. How satisfied were you with each of the following Punctuality? Base: All passengers 9 Q. How satisfied were you with the amount of time your journey on the tram took? Base: All passengers
Tram Passenger Survey (TPS) Waiting at the stop
Waiting at the stop: summary Overall satisfaction with stop 9 Buses in South Yorkshire 79 Waiting times: Satisfaction: expected waiting time Expected wait time 8.9 mins Buses in South Yorkshire 7 7.8 mins Distance from journey start Convenience/accessibility 8 89 8 8 Actual reported wait time. mins 8. mins General condition and maintenance 87 7 Checking tram information: Freedom from graffiti/vandalism Freedom from litter 89 8 7 9 Passengers who checked tram time 7% 7% Behaviour of other passengers Information provided 89 8 N/A* 7 Info sources used before arriving at stop Leaflet/paper timeline Online timetable/paper timetable Personal safety 9 8 Info sources used at stop 8% electronic display % timetable at stop *Not asked in BPS Among those that didn t check 8% knew service frequent % knew service frequent
Satisfaction with the tram stop (%) 7 Total fairly/very satisfied Overall satisfaction - tram stop 8 9 89 9 9 9 Personal safety at stop 9 87 9 9 88 Convenience/accessibility 7 89 8 9 9 9 Freedom from graffiti/vandalism 9 7 89 87 9 9 9 Behaviour of other passengers 8 89 89 88 9 8 General condition/maintenance 7 87 8 9 9 87 Freedom from litter 8 8 8 87 89 87 Distance from journey start 7 7 8 8 8 8 8 Information provided at the stop 8 77 8 8 8 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
Satisfaction with waiting time (%) 7 Total fairly/very satisfied Length of time had to wait 7 8 8 8 8 8 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 9 8 77 8 7 8 Much less A little less About expected A little longer Much longer Don't know Q. How satisfied were you with each of the following? Base: All passengers Q. Thinking about the time you waited for the tram today, was it [ ] than expected? Base: All passengers 9
Expected and reported waiting times Under mins 7 8 - mins 8 Expected tram waiting time - mins Average expected waiting time.9 minutes (:. minutes) - mins Over mins Under mins 8 8 - mins 7 9 Reported tram waiting time - mins Average reported waiting time. minutes (:. minutes) - mins 8 Over mins 8 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
How passengers checked tram times Leaflet/paper timetable 7 7 Online 9 9 Before Leaving the tram stop Live tram locator/timings Disruption updates via social media Other 9 7 Electronic display 8 9 7 Information posters At the tram stop Online 9 Live tram locator/timings 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 7
Why passengers did not check tram times 7 Knew the trams ran frequently on this route 8 8 77 79 8 Did not matter to me when tram was meant to arrive N/A* N/A* N/A* Already knew arrival times 8 8 Didn't have time Could not find the information Did not know when tram was meant to arrive N/A** N/A** 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 7 *Not asked before **Not asked from 8
Tram Passenger Survey (TPS) Nottingham The tram 9
The tram: summary Buses in South Yorkshire Buses in South Yorkshire Buses in South Yorkshire Start of journey On board The driver Route info on tram 9 8 Interior cleanliness 9 78 Appearance 9 9 Exterior cleanliness 9 78 Info on board 8 Greeting 8 7 Ease getting on 9 9 Seat/standing space 8 8 Helpfulness/attitude 8 7 Time taken to board 97 9 Seat comfort 88 7 Safety of driving 9 89 Personal space 8 7 Smoothness journey 8 77 Provision grabrails 88 8 Temperature 8 7 Personal security 9 8
Satisfaction with start of journey (%) 7 Total fairly/very satisfied Time taken to board 7 97 9 97 9 9 Ease of getting on/off tram 7 9 9 9 9 9 Route/destination information on tram 7 9 9 9 9 9 Exterior cleanliness 9 7 9 9 9 9 9 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
Satisfaction on the tram (%) 7 Total fairly/very satisfied Interior cleanliness/condition 9 9 9 9 87 9 Personal security 9 7 9 9 9 9 9 Provision of grab rails 7 9 88 8 9 8 8 Comfort of the seats 8 9 9 88 8 8 8 88 Temperature inside the tram 8 8 8 88 88 88 Availability of seating or space to stand 8 8 79 8 8 8 Information provided inside the tram 8 8 8 8 8 Amount of personal space 7 8 7 8 8 79 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
Satisfaction with tram staff/driver (%) 7 Total fairly/very satisfied Safety of the driving 9 9 9 97 9 9 Appearance 7 9 9 9 9 9 Helpfulness/attitude 8 89 89 8 8 Smoothness/freedom from jolting 8 8 8 8 8 Greeting/welcome 8 8 8 78 79 Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied 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
Tram Passenger Survey (TPS) Negative experiences during the journey
Negative experiences during the journey: summary Passengers experiencing a delay to their journey Average length of delay (perceived) Most common cause of delay 8 mins Road congestion/traffic jam Passengers with worry or concern about others behaviour on board
Experience of delays (%) per cent ( ) of passengers experienced a delay (: per cent). Average length of delay was 8 minutes ( ) Congestion/traffic jam Tram failure Time it took passengers to board/pay Tram waiting too long at stops Tram waiting too long at signals Poor weather Signal/points failure Had to use bus replacement Planned engineering works Other No reason given Not sure 8 7 9 9 8 * No reason given for delay not asked in. Its addition could have caused the significant drops in the other factors TPS: Q. Why was your journey delayed? Base: All experiencing a delay - 9
Worry or concern at other passengers behaviour (%) 7 All passengers % worried/concerned of other passengers behaviour Male Female Age to Age to 9 Age + 7 Types of worrying/concerning behaviour (%) Feet on seats Rowdy behaviour Loud use of mobile phones Passengers not moving out of priority seats Passengers under influence of alcohol Passengers not paying their fares Passengers playing loud music Abusive or threatening behaviour Passengers under influence of drugs Smoking Graffiti/vandalism 7 8 8 8 Base too small to report 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 8 *Not asked in 7
Tram Passenger Survey (TPS) Passengers suggested improvements 8
Passengers suggested improvements: summary 7% of passengers in 7 had no suggestions for improvements of the 9% that did, the most common service areas for improvement were: Real time info./updates at stop Punctuality Tram: Design/comfort/condition Fares/tickets Frequency/routes Tram staff Seating and capacity Information about routes Tram stop Passenger behaviour Cleanliness of the tram Journey times On-board amenities (Wi-Fi, tea/coffee etc.) Comment about another journey Real time info./updates via online sources Other 8 8 8 7 Q. If something could have been improved on your tram journey today, what would it have been? Base: All suggesting an improvement - 9 9
Passengers suggested improvements: the detail Selected verbatim comments More frequent trams in peak times. Markings on floor to indicate which side to enter or exit like they have in Tokyo/Taipei. Regulate temperature on board. Adhere to timetables. Accept card payments on board. Staff to kick idiots off the tram straight away (i.e. people being loud/rude to other passengers/staff/drunk people). Faster responses from the customer care team when you contact them. Clearer labelling for destination of tram. Mandatory tannoy indicating next stop. Payments via card (cash is inconvenient in 7). Tram stops electronic board to show the next stop. More seats. Better punctuality. Electronic displays at tram stops aren't accurate enough when trams are delayed. We were on one of the older trams and its interior and seats are worn and grubby looking and the seats are very uncomfortable. More tram service during rush hour, it's getting crowded quickly, no live information at Meadowhall Station, often waiting - not knowing when the tram turn up. Live eta board - present and correct! (First bus app does this) Same for a mobile app. Drivers waiting/ or people running to door. (Check their mirrors!). Roaming security (with power to do things), not just a pointless ticket checker. Improve the cleanliness of the tram and some new seats.. The three chairs in front of the wheelchairs parking are not comfortable and better be like the other normal chairs on the trams.. Nice, kind and smiley staff Not overcrowding the tram - put another tram on at rush hour. Eject from the tram disruptive loud passengers. Conductors need to be more firm! Rush hour trams in either direction do not run to the timetable which is frustrating. In the evening it is not unusual to have to swap trams at Hackenthorpe. The electronic displays are not accurate. The West Street stop is poor when waiting for trams going to Halfway or Meadowhall. There is no shelter when it is raining.
Tram Passenger Survey (TPS) Opinion of trams in the local area
Opinion of trams in the local area: summary Bus services in South Yorkshire (BPS) General opinion of services in area: Connections with other modes 9 7 Ease of buying tickets 89 N/A* Ease of getting to local amenities 89 8 Frequency 8 Range of tickets available 8 N/A* Reliability 7 8 Range of payment options available 7 N/A* *Not asked in BPS Q. And how satisfied are you overall with tram services for the following? Base: 9 Q. How would you rate tram services for the following? Base:
Satisfaction on the trams generally 7 Total fairly/very satisfied Ease of buying ticket 9 7 89 89 9 9 9 Range of tickets available 8 88 8 7 N/A* Frequency (how often they run) 9 7 8 8 87 8 8 Reliability** (running on time) 9 7 8 8 8 8 Range of payment options available 9 8 7 7 N/A* XN/A* N/A* Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied Total good/very good Connections with other modes of transport 7 9 9 9 9 9 Ease of getting to local amenities 7 7 89 87 89 9 9 Very good Good Neither/nor Poor Very poor Q. And how satisfied are you overall with tram services for the following? Base: 9 Q. How would you rate tram services for the following? Base: *Not asked before **Statement changed in 7 from Punctuality to Reliability
Tram Passenger Survey (TPS) Appendix : the passenger and journey context
passengers: summary Overview of passenger demographics Age Disability Access to private transport - 7-9 9 9 Yes 8 No 7 Easy 7 Moderate + Not stated 7 Not stated 8 Limited/none Not stated Passengers postcodes relative to tram network
Passenger profile Tram Bus 7 7 Age - 7-9 9 7 9 7 9 8 Over 7 Not stated N/A N/A Access to private transport Easy 7 8 7 8 8 Moderate 7 9 9 Limited/none 8 8 7 Not stated Has a disability Yes 8 8 8 7 Ticket type Free pass holders 7 7 Fare-payers 7 7 7 7 8
Where passengers live S, S-S 9 9 S9, S-S 8 S-S, S-S 8 8 8 S-S 8 7 7 S-S 7 9 S-S 7 S-S S-S, S7-S7 Any other Q: What is your postcode? Base: All giving a postcode 9 7
journeys: summary () Frequency using trams in area Passenger journey details + days week 8 Less often 8 Journey purpose - days week First time Commuting 8 - days a week 9 Business Once a fortnight Leisure Once a month 8
journeys: summary () Tickets used for today s journey Single/return Ticket type Season Fare-payer 7 Other Free/fare-payers Free pass Mode permitted Tram only Multi-mode 7 Purchased ticket via Ticket format Conductor Paper Direct from tram operator Photocard Rail/ bus company Plastic card 9 Other M-ticket 9
journeys: summary () Most used tram stops: journey start Cathedral Meadowhall Interchange Middlewood Hillsborough Interchange Castle Square Sheff. Station/Sheff. Hallam Uni University of Malin Bridge Most used tram stops: journey destination Cathedral 8 Meadowhall Interchange 9 University of 8 Hillsborough Interchange Castle Square City Hall Sheff. Station/Sheff. Hallam Uni. Middlewood Mode used to arrive at starting stop (all stops) On foot 8 Car Bus Train Other Mode used to travel on from destination stop (all stops) On foot 7 Car 7 Bus Train Other
journeys: summary () Journey direction Outward Weather on day of journey Return Dry 8 One way only Light rain Heavy rain Sitting/standing Other Had a seat 9 Stood, would have liked seat Stood, happy to stand
Journey purpose 7 Travelling to/from work Travelling to/from education Company business Personal business Health visit Shopping trip Visit friends or relatives Leisure trip Other 8 8 8 9 8 7 7 8 9 9 8 Sub-total: Commuter 8 7 8 Sub-total: Business Sub-total: Leisure 7 9 Q. What is the main purpose of your tram journey today? Base: All passengers 8
Frequency of using tramway 7 or more days a week 8 or days a week 9 9 Once or twice a week 9 9 Once a fortnight Once a month Less frequently 8 8 8 This is the first time Q. How often do you typically travel by tram? Base: All passengers
Ticket type and modes of transport permitted Sub-total: Single/return Single Return Sub-total: Season ticket/pass Day pass day/weekend days/ week days/ weeks weeks/ month Quarterly/ months year Other time period Free pass/journey Other ticket type 7 8 9 8 7 7 9 8 8 8 7 Tram only 9 8 Train and tram Bus and tram Train, bus and tram 8 8 Q. What type of ticket/pass did you use for this tram journey today? Base: All passengers Q. What modes of transport does your ticket allow you to travel on? Base: All passengers
Method of buying ticket and ticket format 7 Ticket machine at stop N/A* N/A* N/A* N/A* N/A* Conductor that day 8 Travel shop 7 9 Direct from the tram company 8 Rail/bus company 8 Local shop or post office Direct debit through work/college Other 7 7 Paper ticket/pass 7 Photocard pass 9 Plastic card 7 Ticket on mobile Other format *Not asked for Q. How did you buy that ticket or pass? Base: All fare-paying passengers Q. In what format was your ticket? Base: All passengers
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 (: per cent, per cent and per cent respectively) 9 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 (: 89 per cent and per cent) Boarding 7 Cathedral 7 9 9 Alighting 7 Cathedral 8 9 Meadowhall Interchange Middlewood 8 7 Hillsborough Interchange 9 7 Castle Square Sheff. Station/Sheff. Hallam Uni University of 7 Malin Bridge 8 Meadowhall Interchange 9 8 9 University of 8 9 9 Hillsborough Interchange 9 8 Castle Square 7 City Hall Sheff. Station/Sheff. Hallam Uni. 7 Middlewood 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? Base: All passengers - Q. Did you get a seat on the tram? Base: All passengers - 7 Q: At which stop did you board/leave this tram? Base: All passengers -
How got to and from the tram stop 7 On foot 8 7 7 7 7 8 7 Cycled Car - dropped off/picked up Car - park and ride 9 7 Car - parked elsewhere 8 Taxi N/A* N/A* N/A* N/A* N/A* N/A* N/A* N/A* Bus/coach 7 7 7 Train 8 Tram Other Got to tram stop Left tram stop * Not asked before 7 Q: How did you get to/from the tram stop where you boarded/left the tram today? Base: All passengers - 7 7
Weather conditions when journey made 7 Dry 8 9 8 7 Light rain 9 Heavy rain 7 Snow Foggy Icy Q. What was the weather like when you made your journey? Base: All passengers - 8
Reasons for choosing the tram* 7 Best way to get where I am going 7 7 More convenient than the car (e.g. parking) 7 Quicker than other transport 7 Tram more comfortable than other transport 8 8 Didn t have the option of travelling by other means 7 7 Cheaper than the car Cheaper than other transport For the experience of riding the tram N/A** Other *Question changed to multi-code in **Not asked in Q. What was the main reason you chose to take the tram for this journey? Base: All passengers 9
Factors preventing more journeys being made 7 Places reachable 9 8 Level of crowding 7 Cost of using trams 8 9 Frequency of trams 9 Tram network improvement works N/A* Journey times Reliability of trams 8 7 8 Concern for personal safety Comfort of trams 8 Understanding the fares Understanding ticket machines *Not asked in. The addition of Tram network improvement works in TPS 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 8
Tram Passenger Survey (TPS) Appendix Further details on survey background and method
Methodology fieldwork Nottingham Express Transit (TPS) Fieldwork: 8 September to 8 December 7 (with a gap for half term from October to November) Interviewer shifts: covered all days of the week and ran from am to pm. Each interviewer worked a three-hour shift. Method: Choice of paper or online self-completion questionnaire Sample size: interviews (9 paper and online) In fieldwork took place between September to December Bus (BPS) data for South Yorkshire Fieldwork: September to 7 December 7 Interviewer shifts: covered all days of the week and ran from am to pm. Each interviewer worked a three-hour shift Method: Choice of paper or online self-completion questionnaire Sample size: 8 interviews
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 9% 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 Supertram this was by line) Age: -, -9, + 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 7 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.
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 7 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 8 Smoothness/speed of tram The amount of time the journey took Smoothness/freedom from jolting during the journey 9 Information throughout journey The information provided at the tram stop Route/destination information on the outside of the tram The information provided inside the tram Value for money How satisfied were you with the value for money of your tram journey?
Methodology themes that are affecting overall passenger satisfaction charts () For the second stage, these themes were then used to identify how much effect each one has on passengers rating for overall journey satisfaction, by means of a key driver analysis. The square diagrams show the proportional influence that each theme has on satisfaction for that area/operator. They should be read like a pie chart where the slices or portions are relative to each other and together add up to %. So in the example below, the theme of on tram environment and comfort which is shaded red, has the greatest influence on satisfaction, followed by smoothness/speed of tram, while themes such as boarding the tram and information throughout journey have relatively less influence here. This analysis was conducted on fare-paying passengers only, so that the influence of value for money could be included. It also combines data from and 7 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.
The tramway route map
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 7
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Tram Passenger Survey (TPS) Rosie Giles Tel: 8 Email: Rosie.Giles@transportfocus.org.uk 7 results March 8 Insight Team, Transport Focus, Fleetbank House, - Salisbury Square, London, ECY 8JX