benchmarking in european service of public transport

Benchmarking in European Service of public Transport

BEST Survey 2012City report: Oslo

BEST 2012

BEST Main Report 20122

Content1. About the survey

2. How to read the graphs

3. Main results Best performing city/region per index Results per index and city/region in 2012,

2011, 2010, 2009 and 2008

4. Quality indicators impact on overall citizen satisfaction 2012

5. Main results per city from 2008 to 2012 Overall citizen satisfaction Satisfaction per city/region with:

Traffic supply Reliability Information Staff behaviour Security and safety Comfort

Perception of social image 2008 - 2012 Perception of value for money 2008 - 2012 Citizens stated loyalty to public transport from

2008 to 2012

6. Background information Gender Age Life situation PT travel frequency

Best City report 2012

BEST 2012

3

About the survey The following cities participated in the BEST 2012 survey:

Stockholm Oslo Helsinki Copenhagen Geneva (with additional questions) Vienna (VOR)

For all cities 1.000 residents in defined areas have been interviewed. In Vienna 600 respondents was interviewed in an area west of the city center. An additional 900 interviews where conducted in Helsinki in 2012. All interviews have been done by telephone.

The fieldwork was conducted between March 1st and March 13th 2012. Results from the survey have been weighted with respect to sex and age to

match the profile in each area. In 2012 the special topic was comfort vs travel time. Four questions related to

this topic was added to the questionnaire. The results is to be found in a separate report.

BEST Main Report 2012Best City report 2012

BEST 2012


Eight dimensions believed to affect satisfaction included in the survey

Background variables: Travel frequency by public transport PT modes most often used Main occupation Sex Age Post code (geography)

Loyalty

8. Value for money

7. Social image

Satisfaction

1. Traffic Supply2. Reliability3. Information4. Staff behaviour5. Personal security/safety6. Comfort

Ridership


BEST 2012


Response rates

Response rates are calculated as follows:

5

BEST Survey response rate =

Number of completed interviews

(Total sample ÷ telephone numbers not in use / not in target group)

YEAR 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012

Copenhagen 38 % 54 % 55 % 56 % 53 % 39 % 40 % 32 % 37 % 34 % 38% 36%

Geneva 50 % 47 % 50 % 49 % 47 % 56 % 43 % 40 % 38 % 37% 35%

Helsinki 41 % 49 % 45 % 47 % 40 % 37 % 32 % 26 % 30 % 36 % 26% 28%

Oslo 37 % 44 % 48 % 45 % 40 % 39 % 28 % 27 % 28 % 27 % 27% 29%

Stockholm 50 % 64 % 56 % 60 % 56 % 50 % 64 % 51 % 62 % 64 % 51% 52%

Vienna 39 % 57 % 58 % 61 % 58 % 58 % 54 % 46 % 43 % 16 % 17%


BEST 2012


Sampling Sampling procedures varies from country to country. In Norway, Denmark and Finland samples are drawn from

databases covering both mobile and fixed line telephones. In Sweden and Switzerland samples are drawn from fixed

line telephones. In all instances it is estimated that approximately 85-95%

of the adult population in all included countries can be reached by telephone.

The primary sampling unit varies across countries (see table on right hand side).

The secondary sampling unit for fixed line phone numbers are the person in the household who last had a birthday. For mobile telephone numbers the secondary sampling unit are the individuals uses the particular mobile phone.

There are no single, clear answer to what the best sampling method and procedure is. In case of the BEST survey there is little reason to believe that there should be a strong correlation between attitudes towards the public transport system and telephone usage, fixed line or mobile.

From Norway and other countries we know that there is a relatively strong correlation between age and mobile subscription. The younger people are the more likely they are to be using mobile telephones. In the BEST survey the completed data are weighted with respect to age, and hence adjusted for this possible skewness.


City Sample base and primary sampling unit

Stockholm Fixed line sample, household primary sampling unit

Oslo Fixed line and mobile sample, phone number primary sampling unit

HelsinkiFixed line and mobile sample, phone number primary sampling unit, priority to mobile telephone numbers

Copenhagen Fixed line and mobile sample, phone number primary sampling unit

Geneva Fixed line sample, household primary sampling unit

Vienna Fixed line and mobile sample, phone number primary sampling unit

BEST 2012


Mobile interviews*

City 2008 2009 2010 2011 2012

Stockholm 2,5%** 2,3%** 2,1%** 1,4%** 0,7%**

Oslo 40% 39% 44% 48% 51%

Helsinki 82% 96% 98% 92% 89%

Copenhagen 25% 35% 36% 35% 35%

Geneva 0% 0% 0% 0% 0%

Vienna 7% 9% 44% 41%

* Share of interviews conducted with respondents using a mobile phone

** If mobile callback requested by respondent only


BEST 2012


How to read the graphs

Time series

4449 47

51

58 58

0

20

40

60

80

100

2001 2002 2003 2004 2005 2006

CITIZEN SATISFACTION

<TOTAL BASE: NNN>

The graphs show the proportion of the respondents who agrees (partially agrees or fully agrees) to the different statements in blue columns. The red columns shows the proportion who disagrees (hardly agrees or not agree at all) to the statements.

Respondents with a neutral position are not displayed in the graphs.

The graphs also include results from previous surveys, shown in the table to the right as the proportion of the respondents who agrees to the statement in question.

BEST 2006

10 Citizens Satisfaction Survey 2006

BEST Survey 2007Citizen satisfaction

80

79

76

73

67

66

58

-5

-3

-3

-6

-10

-10

-11

Vienna

Helsinki

Prague

Berlin

Stockholm

Oslo

Copenhagen

Partially/Fully agree Hardly/Don't agree at all<TOTAL BASE: NNN>

5852585658

4751585866

6764666567

..637373

..80.76

8078768179

7875757480

20032004200520062007

Development per index in the different cities are also shown as time lines.

All graphs are standard PowerPoint-graphs where different categories can be hidden and value labels displayed at ones own preference.


Results 2012Oslo

BEST 2012

BEST City report 2012

Significant changes in results per index or quality elements are shown as follows

10

Index – increase more than + 3 % points Quality element – increase more than + 4 % points

Index – decrease more than - 3 % points Quality element – decrease more than - 4 % points

BEST 2012


Oslo Indices 2012

-10

-18

-17

-24

-7

-5

-15

-2

-39

-11

69

66

59

54

74

85

61

91

35

68

CITIZEN SATISFACTION

TRAFFIC SUPPLY

RELIABILITY

INFORMATION

STAFF BEHAVIOUR

SECURITY AND SAFETY

COMFORT

SOCIAL IMAGE

VALUE FOR MONEY

LOYALTY

Hardly/Don't agree at all Partially/Fully agree

2012 2011 2010 2009 2008

69 67 60 62 62

66 61 59 57 59

59 48 39 39 48

54 50 44 46 46

74 71 67 71 69

85 86 84 82 82

61 60 56 53 52

91 89 88 88 87

35 37 37 38 38

68 64 60 61 63

Oslo 2012

Quality dimensions

BEST 2012


-18

-24

-17

-5

-32

-8

-12

-18

-29

66

60

66

85

39

87

74

54

55

TRAFFIC SUPPLY

PT is good for school_work trips

PT is good for leisure trips

PT is good for trips in the city centre

PT is good for trips outside the citycentre

Nearest stop is close to where I live

Travel time on PT is reasonable

Waiting time is short at transfers

I am satisfied with the number ofdepartures


Oslo Traffic supply

2012 2011 2010 2009 2008

66 61 59 57 59

60 54 50 51 54

66 59 54 52 54

85 80 74 74 77

39 38 32 30 32

87 84 85 83 85

74 68 64 65 64

54 50 50 48 50

55 53 54 49 51

BEST 2012


Traffic supply – benchmark 2012

TRAFFIC SUPPLY Stockholm Oslo Helsinki Copen-hagen Vienna Geneva

PT is good for school/work trips 62 60 73 51 62 69

PT is good for leisure trips 65 66 71 39 44 47

PT is good for trips in the city centre 81 85 88 82 92 80

PT is good for trips outside the city centre 40 39 59 38 46 38

Nearest stop is close to where I live 87 87 89 83 73 87

Travel time on PT is reasonable 70 74 72 55 70 60

Waiting time is short at transfers 48 54 57 41 58 46

I am satisfied with the number of departures 58 55 70 54 59 61

BEST 2012


2012 2011 2010 2009 2008

59 48 39 39 48

15

Oslo Reliability

RELIABILITY -17 59

Partially/Fully agree Hardly/Don't agree at all

BEST 2012


Reliability – Benchmark 2012

RELIABILITY Stockholm Oslo Helsinki Copen-hagen Vienna Geneva

Capability to run on schedule 45 59 65 47 66 60

BEST 2012


Oslo Information

-24

-9

-43

-21

54

77

26

56

INFORMATION

It is easy to get the information neededwhen planning a trip

Information is good when trafficproblems occure

Information is good in stops andterminals


2012 2011 2010 2009 2008

54 50 44 46 46

77 74 67 72 72

26 21 19 19 20

56 51 45 46 43

BEST 2012


Information – Benchmark 2012

INFORMATION Stockholm Oslo Helsinki Copen-hagen Vienna Geneva

It is easy to get the information needed when planning a trip

76 77 86 72 68 67

Information is good when traffic problems occur 27 26 28 30 37 44

Information is good in stops and terminals 52 56 48 41 61 76

BEST 2012


Oslo Staff behaviour

-7

-8

-6

74

70

77

STAFF BEHAVIOUR

Staff answers my questions correctly

Staff behaves nicely and correctly


2012 2011 2010 2009 2008

74 71 67 71 69

70 69 63 67 62

77 73 71 75 75

BEST 2012


Staff behaviour – Benchmark 2012

STAFF BEHAVIOUR Stockholm Oslo Helsinki Copen-hagen Vienna Geneva

Staff answers my questions correctly 61 70 53 60 70 74

Staff behaves nicely and correctly 64 77 72 74 65 75

BEST 2012


Oslo Security and safety

-5

-6

-5

-5

85

83

87

85

SECURITY AND SAFETY

I feel secure at stations and bus stops

I feel secure on board busses and trains

I am not afraid of traffic accidents whenusing PT


2012 2011 2010 2009 2008

85 86 84 82 82

83 83 79 80 77

87 87 86 83 84

85 86 86 83 83

BEST 2012


Security and safety – Benchmark 2012

SECURITY AND SAFETY Stockholm Oslo Helsinki Copen-hagen Vienna Geneva

I feel secure at stations and bus stops 62 83 72 68 76 53

I feel secure on board busses and trains 74 87 77 81 88 70

I am not afraid of traffic accidents when using PT 82 85 89 88 87 86

BEST 2012


Oslo Comfort

-15

-18

-9

-9

-13

-23

61

58

67

65

58

56

COMFORT

PT travel is comfortable

Transfers are easy

Busses and trains are modern

Busses and trains are clean

I normally get a seat when travel with PT


2012 2011 2010 2009 2008

61 60 56 53 52

58 59 58 55 54

67 61 62 60 56

65 68 55 50 48

58 55 50 47 42

56 57 58 56 62

BEST 2012


Comfort – Benchmark 2012

COMFORT Stockholm Oslo Helsinki Copen-hagen Vienna Geneva

PT travel is comfortable 62 58 68 57 69 67

Transfers are easy 66 67 67 58 68 46

Busses and trains are modern 59 65 70 63 74 79

Busses and trains are clean 40 58 48 45 64 61

I normally get a seat when travel with PT 67 56 83 66 72 39

BEST 2012


-2

-5

-2

-1

91

82

95

97

SOCIAL IMAGE

More people will travel with PT in thefuture

PT is good for the environment

PT is beneficial to society


Oslo Social Image

2012 2011 2010 2009 2008

91 89 88 88 87

82 75 74 75 72

95 93 94 92 94

97 96 94 95 95

BEST 2012


Social image – Benchmark 2012

SOCIAL IMAGE Stockholm Oslo Helsinki Copen-hagen Vienna Geneva

More people will travel with PT in the future 73 82 76 51 70 69

PT is good for the environment 85 95 94 77 85 85

PT is beneficial to society 94 97 95 83 89 93

BEST 2012


Oslo Value for money

-39

-25

-54

35

47

23

VALUE FOR MONEY

PT gives good value for money

PT fares are reasonable


2012 2011 2010 2009 2008

35 37 37 38 38

47 49 47 47 54

23 25 27 29 22

BEST 2012


Value for money – Benchmark 2012

VALUE FOR MONEY Stockholm Oslo Helsinki Copen-hagen Vienna Geneva

PT gives good value for money 41 47 69 31 49 34

PT fares are reasonable 33 23 47 15 46 15

BEST 2012


Oslo Loyalty

LOYALTY -11 68

Partially/Fully agree Hardly/Don't agree at all

2012 2011 2010 2009 2008

68 64 60 61 63

BEST 2012


Loyalty – Benchmark 2012

LOYALTY Stockholm Oslo Helsinki Copen-hagen Vienna Geneva

I gladly recommend PT travel 69 68 83 46 71 66

Impact on satisfaction

Indicators impact on citizen satisfaction

BEST 2012


How is the most important areas for improvements determined?

Traffic supply Nearest stop is close to where I live Waiting time is short at transfers I am satisfied with the number of departures

Reliability Capability to run on schedule

Information It is easy to get the information needed when

planning a trip Information is good when traffic problems occur

Staff behaviour Staff answers my questions correctly Staff behaves nicely and correctly

Security and safety I feel secure at stations and bus stops I feel secure on board busses and trains I am not afraid of traffic accidents when using

PT Comfort

Transfers are easy Busses and trains are modern Busses and trains are clean I normally get a seat when travel with PT

Description of the analysis: The indicators shown to the left have been

used to determine the impact they have on citizens over all satisfaction.

The selected indicators have been chosen as they are independent of each other and describes different phenomenon. I.e. ‘Travel time’ is not included as this element is a function of and covered through ‘Nearest stop is close to where I live’, ‘Number of departures’ and Waiting time is short at transfers’.

As such the indicators included are thought to be the ones who are possible to influence and describes the most concrete properties of the public transport system.

Price has not been included in this analysis, as the perception of price most often is a function of the perception of other properties.

A stepwise regression method has been used in the analysis.

On the following slide the five indicators with strongest significant impact on satisfaction are listed in ranked order for all participating cities in 2010.

Overall satisfaction

with PT

32

BEST 2012


Impact on satisfaction - Oslo

Public transport mostly runs on schedule

I am satisfied with the number of departures

I feel secure at stations and bus stops

The busses and trains are modern


The busses and trains are clean

Transfers are easy

The staff answers my ques-tions correctly

0.30

0.25

0.10

0.09

0.09

0.08

0.07

0.07

When studying these results please keep in mind that the internal ranking of the different elements in each year is of prime interest. Comparison of the estimated effects across years must be done cautiously and interpreted as indications of differences.

Transfers are easy



I am not afraid of traffic accidents when using pub-

lic transport


The busses and trains are modern

Nearest stop is close to where I live

0.24

0.21

0.20

0.11

0.11

0.09

0.08

2010 20122011




Transfers are easy

The information is good when traffic problems occur


The staff answers my ques-tions correctly

I normally get a seat when I travel with public transport

0.20

0.18

0.16

0.16

0.12

0.07

0.07

0.06

BEST 2012


Oslo - impact on satisfaction

0 10 20 30 40 50 60 70 80 90 1000

0.1

0.2

0.3

0.4




Transfers are easy

The information is good when traffic problems occur


The staff answers my questions cor-rectly

I normally get a seat when I travel with public transport

Performance

Impa

ct o

n sa

tisfa

ctio

n

Indicators ranked by importance:

BEST 2012


OSLO above BEST average

I feel secure at stations and bus stops 14 %More people will travel with PT in the future 12 %

PT is good for leisure trips 10 %

PT is good for the environment 8 %

I feel secure on board busses and trains 7 %

Travel time on PT is reasonable 7 %

Staff behaves nicely and correctly 6 %

Staff answers my questions correctly 6 %

Transfers are easy 5 %

Busses and trains are clean 5 %

PT is beneficial to society 5 %

OSLO below BEST averagePT is good for trips outside the city centre -5 %

PT travel is comfortable -6 %

Information is good when traffic problems occur -6 %

PT fares are reasonable -7 %I normally get a seat when travel with PT -7 %

Oslo 2012 – compared with BEST average

Oslo 2012

Appendix

Oslo 2012

Citizen satisfaction in subgroups

BEST 2012


Oslo CITIZEN SATISFACTION - Subgroups

69

6772

6968

6577

91

7480

6439

45

7564

6759

56

7469

7268

5976

71

-10

-11-8

-10-11-11

-7

-7-6

-10-27

-9

-7-12-12-13

-17

-10-12

-5-14

-9-5-5

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +

DailyA few times per week

A few times per monthLess than monthly

Never

Oslo Asker/Bærum

Follo Romerike, rural population

Romerike, countryside

MetroBus

Bus, metroTrain

Bus, trainBus, tram

3 or more combinations

Partially/Fully agree

Hardly/Don't agree at all

Oslo 2012

Traffic supply in subroups

BEST 2012


Oslo Traffic supply - Subgroups

66

6566

7165

6068

85

6973

6243

54

7260

6355

49

686665

5859

7969

-18

-18-17

-14-18

-22-16

-7

-14-13

-21-38

-29

-13-21-21

-25-35

-17-18

-15-24-24

-10-15

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Oslo Asker/Bærum



MetroBus

Bus, metroTrain

Bus, trainBus, tram




BEST 2012


Oslo Good for work/school trips - Subgroups

60

6061

6260

5757

86

7267

4522

68

6852

5749

37

6360

6651

4678

63

-24

-25-24

-23-25

-27-26

-13-17

-34-66

-25

-17-29

-26-35

-49

-23-23

-16-29

-38-14

-23

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Oslo Asker/Bærum



MetroBus

Bus, metroTrain

Bus, trainBus, tram




BEST 2012


Oslo PT is good for leisure trips - Subgroups

66

6369

7867

5265

91

6973

6635

49

7652

5852

40

7268

645455

7676

-17

-19-15

-7-15

-28-18

-13-12

-17-43

-40

-9-28

-24-23

-38

-15-17

-9-28

-24-17

-11

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Oslo Asker/Bærum



MetroBus

Bus, metroTrain

Bus, trainBus, tram




BEST 2012


Oslo PT is good for trips in the city centre - Subgroups

85

8584

8786

7984

100

8691

8169

50

8973

8081

85

8881

8676

8895

90

-5

-4-6

-5-5

-8-3

-5-4-5

-11-39

-4-8

-5-9-9

-4-6

-2-9

-5-3

-5

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Oslo Asker/Bærum



MetroBus

Bus, metroTrain

Bus, trainBus, tram




BEST 2012


Oslo PT is good for trips outside the city centre - Subgroups

39

3641

4937

3238

59

4144

3426

24

3936

4535

31

3341

3635

5055

36

-32

-35-30

-27-35-35

-29-23

-27-29

-36-51

-42

-27-37

-34-38

-47

-38-34

-22-34

-29-27

-32

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Oslo Asker/Bærum



MetroBus

Bus, metroTrain

Bus, trainBus, tram




BEST 2012


Oslo Nearest stop is close to where I live - Subgroups

87

8688

8788

8485

93

9091

817880

9187

8577

67

8990

8784

7695

89

-8

-8-7

-7-8-8

-10-4

-5-6

-11-16

-12

-5-8-6

-13-25

-7-7-8

-11-14

-3-6

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Oslo Asker/Bærum



MetroBus

Bus, metroTrain

Bus, trainBus, tram




BEST 2012


Oslo Travel time on PT is reasonable - Subgroups

74

7474

7872

6880

97

7679

7550

58

787577

5359

767071

7867

8176

-12

-13-12

-11-12

-17-8

-9-9

-13-29

-22

-9-11-12

-26-22

-8-17

-14-9

-15-5

-11

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Oslo Asker/Bærum



MetroBus

Bus, metroTrain

Bus, trainBus, tram




BEST 2012


Oslo I am satisfied with the number of departures - Subgroups

55

5852

675051

6472

5566

5135

45

6450

4548

28

575756

3648

7460

-29

-26-31

-15-32-33

-21-28

-26-21

-32-50

-33

-21-28

-39-33

-64

-27-25-26

-47-42

-9-24

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Oslo Asker/Bærum



MetroBus

Bus, metroTrain

Bus, trainBus, tram




BEST 2012


Oslo Waiting time is short at transfers - Subgroups

54

5455

5754

5157

66

5665

5123

48

585253

4546

545251

4345

7757

-18

-20-16

-17-17

-23-16

-15-11

-21-44

-25

-14-22-20

-24-28

-18-20

-23-23-22

-11-12

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Oslo Asker/Bærum



MetroBus

Bus, metroTrain

Bus, trainBus, tram




Oslo 2012

Reliability in subgroups

BEST 2012


Oslo Reliability - Subgroups

59

6355

515960

6664

5864

5753

62

6348

5458

54

6658

6547

5364

56

-17

-14-21

-24-17-17-16

-9

-17-18

-15-22

0

-16-20-19

-16-22

-12-19

-12-27

-16-22

-19

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Oslo Asker/Bærum



MetroBus

Bus, metroTrain

Bus, trainBus, tram




Oslo 2012

Information in subgroups

BEST 2012


Oslo Information - Subgroups

54

5354

5956

4948

54

5555

5250

44

5649

4655

59

6053

5046

5168

54

-24

-24-23

-18-22

-30-28

-17

-24-22-22

-28-37

-22-29

-26-24

-21

-19-25

-20-26-24

-19-25

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Oslo Asker/Bærum



MetroBus

Bus, metroTrain

Bus, trainBus, tram




BEST 2012


Oslo It is easy to get the information needed when planning a trip - Subgroups

77

7777

8283

7468

53

7978

7475

61

7971

7484

77

8278

697372

9577

-9

-9-8

-5-6

-11-16

-13

-7-9-9

-11-28

-8-15

-6-4

-9

-7-6-7

-14-8

-5-11

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Oslo Asker/Bærum



MetroBus

Bus, metroTrain

Bus, trainBus, tram




BEST 2012


Oslo Information is good when traffic problems occure - Subgroups

26

2229

3526

2121

39

3026

221820

2825

1621

32

3219

2321

2444

26

-43

-45-41

-34-41

-51-47

-25

-44-39

-42-47

-61

-40-48

-45-49

-43

-36-49

-40-42

-44-33

-45

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Oslo Asker/Bærum



MetroBus

Bus, metroTrain

Bus, trainBus, tram




BEST 2012


Oslo Information is good in stops and terminals - Subgroups

56

5754

6057

5154

66

5460

5649

46

5850

4555

65

6454

5844

5560

58

-21

-21-21

-16-19

-28-22

-15

-22-20

-17-31

-25

-20-24

-28-22

-14

-16-26

-16-22-22-21-20

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Oslo Asker/Bærum



MetroBus

Bus, metroTrain

Bus, trainBus, tram




Oslo 2012

Staff behaviour in subgroups

BEST 2012


Oslo Staff behaviour - Subgroups

74

7474

717273

7993

7075

7973

88

7272

7877

85

727170

8576

8166

-7

-7-7

-7-7-8-7

0

-7-8

-5-7

0

-7-9

-6-7

-3

-7-8-9

-3-8

-5-9

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Oslo Asker/Bærum



MetroBus

Bus, metroTrain

Bus, trainBus, tram




BEST 2012


Oslo Staff answers my questions correctly - Subgroups

70

6972

726769

7396

667475

6786

6867

7573

84

7070

667778

7156

-8

-8-7

-4-7

-10-11

-6-10

-6-9

-8-11

-5-8

-3

-10-9

-10-3

-9-6

-10

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Oslo Asker/Bærum



MetroBus

Bus, metroTrain

Bus, trainBus, tram




BEST 2012


Oslo Staff behaves nicely and correctly - Subgroups

77

7976

717676

8491

7477

8278

90

7576

8080

86

737274

9374

9175

-6

-6-7

-9-6-7

-3

-8-7

-4-5

-7-7-6-6

-3

-6-8-8

-2-7

-3-9

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Oslo Asker/Bærum



MetroBus

Bus, metroTrain

Bus, trainBus, tram




Oslo 2012

Security and safety in subgroups

BEST 2012


Oslo Security and safety - Subgroups

85

8882

868584

8788

858686

7783

858686

8387

8585

8189

828584

-5

-5-6

-6-5-5-5

-2

-5-5-5

-10-8

-5-7-6-6-4

-6-5-5-3

-9-6-6

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Oslo Asker/Bærum



MetroBus

Bus, metroTrain

Bus, trainBus, tram




BEST 2012


Oslo I feel secure at stations and bus stops - Subgroups

83

8779

8184

828485

848385

7572

818786

8184

8382

798888

7583

-6

-6-6

-2-6-7-8

-3

-4-5-5

-14-14

-6-7-5

-7-6

-7-5

-7-2

-6-14

-3

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Oslo Asker/Bærum



MetroBus

Bus, metroTrain

Bus, trainBus, tram




BEST 2012


Oslo I feel secure on board busses and trains - Subgroups

87

9084

908686

8991

878989

77100

878687

8490

86888889

8089

87

-5

-4-5

-4-6-5-5

-5-4-4

-7

-5-6-4

-6-2

-6-5-3-3

-8-1

-8

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Oslo Asker/Bærum



MetroBus

Bus, metroTrain

Bus, trainBus, tram




BEST 2012


Oslo I am not afraid of traffic accidents when using PT - Subgroups

85

8882

868484

9088

8587

8578

81

85848584

87

8786

7691

7790

83

-5

-5-6

-11-4-5-4-3

-5-5-4

-7-10

-5-7-7-5-5

-4-4-4-3

-13-4

-7

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Oslo Asker/Bærum



MetroBus

Bus, metroTrain

Bus, trainBus, tram




Oslo 2012

Comfort in subgroups

BEST 2012


Oslo Comfort - Subgroups

61

6359

6559

5766

82

5865

6256

60

6061

5864

68

6363

6156

6065

59

-15

-15-15

-11-17-17

-11-3

-15-15

-12-17-18

-16-15-14-12-10

-13-16

-13-15

-11-15-16

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Oslo Asker/Bærum



MetroBus

Bus, metroTrain

Bus, trainBus, tram




BEST 2012


Oslo PT travel is comfortable - Subgroups

58

5957

675354

6682

536262

5555

5262

6958

72

5660

486464

5855

-18

-18-17

-11-20-21

-11-9

-18-20

-13-19

-39

-21-15

-10-15-14

-19-22

-19-11-11

-16-19

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Oslo Asker/Bærum



MetroBus

Bus, metroTrain

Bus, trainBus, tram




BEST 2012


Oslo Transfers are easy - Subgroups

67

6767

8367

6161

70

7373

6037

53

745153

7255

7564

725353

8073

-9

-11-7

-4-9

-11-14

-4

-4-6

-13-31

-11

-6-15-13-11

-13

-6-15

-9-12-11

-5-1

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Oslo Asker/Bærum



MetroBus

Bus, metroTrain

Bus, trainBus, tram




BEST 2012


Oslo Busses and trains are modern - Subgroups

65

6863

7464

6166

83

6467

6565

62

6767

5267

65

727171

4865

7065

-9

-10-9

-4-11-11

-8

-11-9

-6-14

-9

-8-10

-15-7

-10

-7-7-5

-19-11

-14-8

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Oslo Asker/Bærum



MetroBus

Bus, metroTrain

Bus, trainBus, tram




BEST 2012


Oslo Busses and trains are clean - Subgroups

58

6453

5158

5463

88

5565

5653

68

585555

6163

615958

5256

6756

-13

-11-15

-19-12

-16-12

-14-14-13

-10

-14-17

-11-10

-8

-7-14

-9-12

-8-17

-21

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Oslo Asker/Bærum



MetroBus

Bus, metroTrain

Bus, trainBus, tram




BEST 2012


Oslo I normally get a seat when travel with PT - Subgroups

56

5954

5251

5574

88

4757

6669

60

4966

6062

81

5259

556362

5045

-23

-22-25

-17-30

-23-11

-30-26

-14-12

-26

-29-15

-20-15

-7

-29-20

-25-20

-14-23

-30

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Oslo Asker/Bærum



MetroBus

Bus, metroTrain

Bus, trainBus, tram




Oslo 2012

Social image in subgroups

BEST 2012


Oslo Social image - Subgroups

91

9191

8893

899299

9295

9085

82

929092

9089

929089

9290

9993

-2

-3-2

-3-1

-4-3

0

-2-1-2

-4-10

-2-3-4-4-3

-2-4-3-1

-30

-2

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Oslo Asker/Bærum



MetroBus

Bus, metroTrain

Bus, trainBus, tram




BEST 2012


Oslo More people will travel with PT in the future - Subgroups

82

8479

7283

8084

100

8488

7968

60

858080

7674

837880

8576

9683

-5

-4-6

-8-3

-8-6

-5-4-5

-7-24

-3-7

-9-9

-6

-4-7-6

-3-7

-4

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Oslo Asker/Bærum



MetroBus

Bus, metroTrain

Bus, trainBus, tram




BEST 2012


Oslo PT is good for the environment - Subgroups

95

9297

9397939397

969893

8987

9593959695

9594949495

10097

-2

-3-1

-2-1

-3-3

-2

-2-4

-6

-2-2-2-2-2

-3-3-2-1-2

-1

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Oslo Asker/Bærum



MetroBus

Bus, metroTrain

Bus, trainBus, tram




BEST 2012


Oslo PT is beneficial to society - Subgroups

97

9797

96989498

100

97989695

100

9697999698

9796

919898

10099

-1

-1-1

-3-1

-1

-1-3

-1-1-1-1-1

-1-2-1-1-2

-1

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Oslo Asker/Bærum



MetroBus

Bus, metroTrain

Bus, trainBus, tram




Oslo 2012

Value for money in subgroups

BEST 2012


Oslo Value for money - Subgroups

35

3732

263332

4962

3641

2728

71

353435

3339

3236

40353638

34

-39

-39-40

-48-40-40

-28-27

-34-39

-43-54

-29

-41-38-39

-35-36

-43-38

-30-37

-34-40

-48

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Oslo Asker/Bærum



MetroBus

Bus, metroTrain

Bus, trainBus, tram




BEST 2012


Oslo PT gives good value for money - Subgroups

47

5044

3945

4362

67

5051

3838

88

484445

4849

4546

544747

5546

-25

-24-26

-32-26-26

-14-21

-19-26

-28-39

-12

-25-27-26

-21-21

-26-28

-18-24

-20-27

-30

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Oslo Asker/Bærum



MetroBus

Bus, metroTrain

Bus, trainBus, tram




BEST 2012


Oslo PT fares are reasonable - Subgroups

23

2521

132021

3657

2230

1617

54

222426

1827

182626

2326

2222

-54

-54-54

-65-55-55

-41-34

-48-53

-57-70

-46

-57-49

-51-48

-51

-60-49

-43-51

-48-53

-67

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Oslo Asker/Bærum



MetroBus

Bus, metroTrain

Bus, trainBus, tram




Oslo 2012

Loyalty in subgroups

BEST 2012


Oslo Loyalty - Subgroups

68

6670

5966

6977

88

7377

6437

72

7264

6752

67

696870

6660

6964

-11

-13-10

-11-10

-14-8-9

-8-6

-12-36

-19

-8-18

-11-17

-13

-9-13

-10-10

-20-12

-6

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Oslo Asker/Bærum



MetroBus

Bus, metroTrain

Bus, trainBus, tram




Oslo 2012

Background information

BEST 2012


Public transport travel frequency – Oslo 2012

35

35

41

69

40

35

12

18

43

22

68

8

15

27

28

27

17

28

22

32

64

23

40

21

42

38

22

23

22

11

23

24

37

10

22

27

11

30

25

13

13

9

4

8

18

17

9

11

10

16

19

2

1

1

1

1

3

1

1

3

2

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Working, fulltime

Working part time

Student

Retired

Others

DailyA few times per weekA few times per monthLess than monthlyNever

BEST 2012


Life situation – Oslo 2012

61

71

58

24

84

81

13

9

72

54

63

66

39

7

4

7

6

6

7

4

3

8

7

5

6

11

10

13

67

6

20

9

5

17

13

19

9

81

91

3

24

21

24

50

3

3

3

4

3

4

2

1

4

3

5

6

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily

A few times per week

A few times per month

Less than monthly

Never

Working, fulltimeWorking part timeStudentRetiredOthers

For more information and other reports see our web site http://best2005.net or https://report.scandinfo.se/best/

benchmarking in european service of public transport

Documents

best main report

best performing cityregion

separate report

best survey response

main results

city center

sampling sampling procedures

fixed line telephones