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Benchmarking in European Service of public Transport
Results of the 2007 survey
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2 BEST Survey 2007
Content
About the survey Participants
Sample
Method
Questionnaire
Results (graphs) How to read the graphs?
Each quality dimension
Background information
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3 BEST Survey 2007
About the survey The following cities participated in the BEST 2007 survey:
Stockholm (Extended questionnaire) Oslo (Extended questionnaire) Helsinki (Extended questionnaire, with additional questions) Copenhagen (Extended questionnaire, with additional questions) Vienna (Extended questionnaire) Berlin (Extended questionnaire) Prague (Extended questionnaire) Geneva (Extended questionnaire) – Fieldwork in august/september 2007
For all cities 1000 residents in defined areas have been interviewed. The exception is Helsinki where 150 additional interviews where performed in the Espoo area. All interviews have been done by telephone.
The fieldwork for BEST Survey 2007 was conducted between March 5th and March 18th 2007. Results from the survey have been weighted with respect to sex and age to match the profile in each area. The Helsinki
results are weighted with respect to geography as well, to correct for the uneven distribution of interviews resulting from the extra interviews in Espoo. All 1150 interviews in Helsinki are included in the analysis.
The questionnaire used in the survey is an updated version of the 2006 questionnaire. Since 2006 one new statement (‘The information is good in stops and terminals’) and two new background questions (‘region/geography’ and ‘usage of different modes of public transport’) have been added.
In Copenhagen the question on ‘usage of PT modes’ have been formulated differently. In Copenhagen respondents were asked how often they used each transport mode. For reporting and comparison purposes these questions have been recoded as follows: If a respondent states that he/she travels with PT on a daily basis, all transport modes which this respondent use on a daily basis is coded as ‘generally uses’. Transport modes who are not used on a daily basis have for this respondent been coded as ‘not used generally’.
Response rate
Stockholm 64 %
Oslo 28 %
Helsinki 32 %
Copenhagen 40 %
Vienna 54 %
Geneva 56 %
Berlin 33 %
Prague 31 %
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4 BEST Survey 2007
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.
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Overall report – BEST Survey
Results 2007
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6 BEST Survey 2007
BEST Survey 2007Best performing city per index
-5
-4
-10
-9
-13
-8
-14
-23
-4
-5
80
87
84
84
77
75
71
53
89
81
Citizen satisfaction (Vienna)
Security and safety (Vienna)
Reliability (Berlin)
Traffic supply (Berlin)
Comfort (Berlin)
Staff behaviour (Geneva)
Information (Geneva)
Value for money (Vienna)
Social image (Oslo)
Loyalty (Vienna)
Hardly/Don't agree at all Partly/Fully agree
TOTAL BASE: Replied grade
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7 BEST Survey 2007
BEST Survey 2006Best performing city per index
-5
-6
-10
-8
-10
-14
-13
-25
-4
-7
81
81
79
76
70
67
66
50
85
75
Citizen satisfaction (Helsinki)
Security and safety (Vienna)
Reliability (Geneva)
Staff behaviour (Geneva)
Traffic supply (Berlin)
Comfort (Geneva)
Information (Geneva)
Value for money (Helsinki)
Social image (Geneva)
Loyalty (Vienna)
Hardly/Don't agree at all Partly/Fully agree
TOTAL BASE: Replied grade
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8 BEST Survey 2007
BEST Survey 2005Best performing city per index
-12
-7
-7
-11
-9
-16
-16
-19
-6
-6
83
82
81
73
72
66
64
60
82
79
Citizen satisfaction (Barcelona)
Reliability (Prague)
Security and safety (Vienna)
Traffic supply (Prague)
Staff behaviour (Geneva)
Comfort (Geneva)
Information (Geneva)
Value for money (Prague)
Social image (Oslo)
Loyalty (Vienna)
Hardly/Don't agree at all Partly/Fully agree
TOTAL BASE: Replied grade
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BEST Survey 2007
Citizen satisfaction
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10 BEST Survey 2007
BEST Survey 2007Citizen satisfaction
80
79
79
76
73
67
66
58
-5
-5
-3
-3
-6
-10
-10
-11
Vienna
Geneva
Helsinki
Prague
Berlin
Stockholm
Oslo
Copenhagen
Partially/Fully agree Hardly/Don't agree at all
TOTAL BASE: Replied grade
2007 2006 2005 2004 2003
80 74 75 75 78
79 76 71 74 78
79 81 76 78 80
76 . 80 . .
73 73 63 . .
67 65 66 64 67
66 58 58 51 47
58 56 58 52 58
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11 BEST Survey 2007
Citizen satisfaction
0
20
40
60
80
100
2001 2002 2003 2004 2005 2006 2007
Berlin
Copenhagen
Geneva
Helsinki
Oslo
Prague
Stockholm
Vienna
TOTAL BASE: Replied grade
% satisfied citizens
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BEST Survey 2007
Traffic supply
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13 BEST Survey 2007
BEST Survey 2007Traffic supply
2007 2006 2005 2004 2003
84 70 65 . .
72 66 67 67 70
69 68 67 64 67
69 . 73 . .
66 67 65 67 67
62 55 57 55 53
58 57 62 60 60
57 56 55 54 57
TOTAL BASE: Replied grade
84
72
69
69
66
62
58
57
-9
-12
-17
-13
-11
-20
-19
-21
Berlin
Vienna
Geneva
Prague
Helsinki
Oslo
Stockholm
Copenhagen
Partially/Fully agree Hardly/Don't agree at all
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14 BEST Survey 2007
0
20
40
60
80
100
2001 2002 2003 2004 2005 2006 2007
Berlin
Copenhagen
Geneva
Helsinki
Oslo
Prague
Stockholm
Vienna
All citiesTraffic supply
TOTAL BASE: Replied grade
% satisfied citizens
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BEST Survey 2007
Reliability
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16 BEST Survey 2007
BEST Survey 2007Reliability
TOTAL BASE: Replied grade
84
83
76
72
64
52
40
36
-10
-8
-9
-9
-11
-23
-29
-32
Berlin
Geneva
Prague
Vienna
Helsinki
Oslo
Copenhagen
Stockholm
Partially/Fully agree Hardly/Don't agree at all
2007 2006 2005 2004 2003
84 63 56 . .
83 79 79 79 82
76 . 82 . .
72 68 73 73 72
64 72 75 73 70
52 43 52 42 37
40 38 45 44 48
36 38 48 45 37
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17 BEST Survey 2007
0
20
40
60
80
100
2001 2002 2003 2004 2005 2006 2007
Berlin
Copenhagen
Geneva
Helsinki
Oslo
Prague
Stockholm
Vienna
All citiesReliability
TOTAL BASE: Replied grade
% satisfied citizens
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BEST Survey 2007
Information
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19 BEST Survey 2007
BEST Survey 2007Information
2007 2006 2005 2004 2003
71 66 64 69 68
67 47 46 . .
64 54 58 56 56
63 . 63 . .
49 51 51 50 48
48 57 52 50 49
47 42 44 43 39
43 48 53 50 52
TOTAL BASE: Replied grade
71
67
64
63
49
48
47
43
-14
-21
-15
-16
-26
-24
-30
-28
Geneva
Berlin
Vienna
Prague
Stockholm
Helsinki
Oslo
Copenhagen
Partially/Fully agree Hardly/Don't agree at all
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20 BEST Survey 2007
0
20
40
60
80
100
2001 2002 2003 2004 2005 2006 2007
Berlin
Copenhagen
Geneva
Helsinki
Oslo
Prague
Stockholm
Vienna
All citiesInformation
TOTAL BASE: Replied grade
% satisfied citizens
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BEST Survey 2007
Staff behaviour
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22 BEST Survey 2007
BEST Survey 2007Staff behaviour
2007 2006 2005 2004 2003
75 76 72 76 78
74 65 67 69 67
71 67 64 67 67
71 56 57 . .
66 65 65 63 69
63 . 65 . .
57 59 56 57 60
55 59 63 61 63
TOTAL BASE: Replied grade
75
74
71
71
66
63
57
55
-8
-8
-7
-11
-9
-10
-11
-10
Geneva
Oslo
Vienna
Berlin
Copenhagen
Prague
Helsinki
Stockholm
Partially/Fully agree Hardly/Don't agree at all
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23 BEST Survey 2007
0
20
40
60
80
100
2001 2002 2003 2004 2005 2006 2007
Berlin
Copenhagen
Geneva
Helsinki
Oslo
Prague
Stockholm
Vienna
All citiesStaff behaviour
TOTAL BASE: Replied grade
% satisfied citizens
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BEST Survey 2007
Security and safety
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25 BEST Survey 2007
BEST Survey 2007Security and safety
2007 2006 2005 2004 2003
87 81 81 82 86
83 80 80 79 75
80 74 72 75 77
72 55 61 . .
71 72 72 73 73
70 70 70 65 70
65 63 65 60 69
58 . 62 . .
TOTAL BASE: Replied grade
87
83
80
72
71
70
65
58
-4
-7
-9
-19
-8
-11
-11
-17
Vienna
Oslo
Geneva
Berlin
Helsinki
Copenhagen
Stockholm
Prague
Partially/Fully agree Hardly/Don't agree at all
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26 BEST Survey 2007
0
20
40
60
80
100
2001 2002 2003 2004 2005 2006 2007
Berlin
Copenhagen
Geneva
Helsinki
Oslo
Prague
Stockholm
Vienna
All citiesSecurity and safety
TOTAL BASE: Replied grade
% satisfied citizens
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BEST Survey 2007
Comfort
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28 BEST Survey 2007
BEST Survey 2007Comfort
2007 2006 2005 2004 2003
77 58 57 . .
71 67 66 65 68
69 64 65 65 68
63 63 64 64 65
55 53 55 57 56
54 54 58 55 55
54 48 49 51 47
50 . 55 . .
TOTAL BASE: Replied grade
77
71
69
63
55
54
54
50
-13
-11
-9
-10
-14
-15
-18
-20
Berlin
Geneva
Vienna
Helsinki
Stockholm
Copenhagen
Oslo
Prague
Partially/Fully agree Hardly/Don't agree at all
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29 BEST Survey 2007
0
20
40
60
80
100
2001 2002 2003 2004 2005 2006 2007
Berlin
Copenhagen
Geneva
Helsinki
Oslo
Prague
Stockholm
Vienna
All citiesComfort
TOTAL BASE: Replied grade
% satisfied citizens
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BEST Survey 2007
Social image
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31 BEST Survey 2007
BEST Survey 2007Social image
2007 2006 2005 2004 2003
89 81 82 78 76
87 85 80 82 85
86 82 81 82 83
85 81 82 80 80
80 74 70 . .
80 81 78 76 81
80 . 79 . .
70 68 67 61 66
TOTAL BASE: Replied grade
89
87
86
85
80
80
80
70
-4
-5
-3
-5
-8
-5
-9
-12
Oslo
Geneva
Helsinki
Vienna
Berlin
Stockholm
Prague
Copenhagen
Partially/Fully agree Hardly/Don't agree at all
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32 BEST Survey 2007
0
20
40
60
80
100
2001 2002 2003 2004 2005 2006 2007
Berlin
Copenhagen
Geneva
Helsinki
Oslo
Prague
Stockholm
Vienna
All citiesSocial image
TOTAL BASE: Replied grade
% satisfied citizens
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BEST Survey 2007
Value for money
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34 BEST Survey 2007
BEST Survey 2007Value for money
TOTAL BASE: Replied grade
2007 2006 2005 2004 2003
53 49 46 43 38
53 27 29 . .
49 50 48 44 59
46 40 29 27 46
45 . 60 . .
35 32 31 22 37
34 34 32 25 24
31 25 19 27 55
53
53
49
46
45
35
34
31
-23
-36
-22
-29
-29
-39
-39
-49
Vienna
Berlin
Helsinki
Stockholm
Prague
Copenhagen
Oslo
Geneva
Partially/Fully agree Hardly/Don't agree at all
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35 BEST Survey 2007
0
20
40
60
80
100
2001 2002 2003 2004 2005 2006 2007
Berlin
Copenhagen
Geneva
Helsinki
Oslo
Prague
Stockholm
Vienna
All citiesValue for money
TOTAL BASE: Replied grade
% satisfied citizens
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Loyalty
BEST Survey 2007
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37 BEST Survey 2007
BEST Survey 2007Loyalty
2007 2006 2005 2004 2003
81 75 79 74 79
78 . 77 . .
78 75 76 76 79
75 67 63 62 71
71 58 52 . .
65 53 57 53 48
61 57 57 55 61
49 45 45 39 46
TOTAL BASE: Replied grade
81
78
78
75
71
65
61
49
-5
-6
-5
-9
-15
-16
-11
-23
Vienna
Prague
Helsinki
Geneva
Berlin
Oslo
Stockholm
Copenhagen
Partially/Fully agree Hardly/Don't agree at all
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38 BEST Survey 2007
0
20
40
60
80
100
2001 2002 2003 2004 2005 2006 2007
Berlin
Copenhagen
Geneva
Helsinki
Oslo
Prague
Stockholm
Vienna
All citiesLoyalty
TOTAL BASE: Replied grade
% satisfied citizens
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Background information
BEST Survey 2007
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40 BEST Survey 2007
Gender – All cities 2007
48
50
48
48
48
47
48
48
47
52
50
52
52
52
53
52
52
53
Total
Stockholm
Oslo
Helsinki
Copenhagen
Vienna
Berlin
Prague
Geneva
ManWoman
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41 BEST Survey 2007
Age – All cities 2007
13
15
12
15
12
13
13
13
11
38
37
45
33
39
38
37
36
39
32
36
27
37
32
30
30
33
31
13
13
10
13
13
13
17
13
13
3
0
6
2
5
5
3
5
5
Total
Stockholm
Oslo
Helsinki
Copenhagen
Vienna
Berlin
Prague
Geneva
16 - 2425 - 4445 - 6465 - 7980 +
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42 BEST Survey 2007
Life situation – All cities 2007
50
57
60
51
53
45
37
48
42
9
13
7
6
10
11
11
4
19
12
14
13
15
12
11
9
13
10
21
14
16
22
21
26
26
25
21
7
3
4
7
4
7
17
10
8
Total
Stockholm
Oslo
Helsinki
Copenhagen
Vienna
Berlin
Prague
Geneva
Working, fulltimeWorking, part timeStudentRetiredOthers
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43 BEST Survey 2007
PT travel frequency – All cities 2007
35
38
33
42
22
34
36
56
33
27
23
29
27
25
28
27
23
26
21
21
24
20
23
18
20
12
22
15
15
12
10
24
17
14
6
15
3
2
2
1
6
3
3
2
3
Total
Stockholm
Oslo
Helsinki
Copenhagen
Vienna
Berlin
Prague
Geneva
DailyA few times per weekA few times per monthLess than monthlyNever
![Page 44: Benchmarking in European Service of public Transport Results of the 2007 survey](https://reader036.vdocuments.us/reader036/viewer/2022062600/5a4d1b4c7f8b9ab0599a5db2/html5/thumbnails/44.jpg)
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