BUS PASSENGER SURVEY – CornwallBUS PASSENGER SURVEY RESULTS FOR:
November 2009Cornwall Council area
July 2010
Ian WrightContacts David ChilversPassenger Focus2nd Floor, One Drummond Gate,Pimlico,London SW1V 2QY
Tel: 0300 123 0860
Continental ResearchKingsbourne House229-231 High HolbornLondon WC1V 7DA
Tel: 020 7490 9111
Bus Passenger Survey: Cornwall Council area report. July 2010
Tel: 0300 123 0860 Email: [email protected]
Tel: 020 7490 9111Email: [email protected]
ContentsPage
Methodology 1
Sample profile 2
Overall Satisfaction 3
Planning the journey 4
Ticketing used for journey 5
Method of Buying Ticket 6Method of Buying Ticket 6
Bus Stop Facilities 7
Satisfaction with Bus Stop 8
Time Waiting for Bus 9
Satisfaction with Waiting for Bus 10
On the bus (satisfaction with ‘on the bus’ factors) 11
On the bus (satisfaction with length of journey and provision of information) 12
The Driver 13
Value for Money 14
Peak / non peak comparison 15
Key drivers of satisfaction 16
S ti f ti d I t 17Satisfaction and Impact 17
Appendix - The Questionnaire 18-21
Bus Passenger Survey: Cornwall Council area report. July 2010
MethodologyPassenger Focus undertook a survey of bus passenger satisfaction in the following areas in November 2009:
PTE U b C tPTE Urban CountySouth Yorkshire Stoke-on-Trent ShropshireWest Yorkshire Brighton CumbriaMerseyside Medway Kent CornwallGreater Manchester Plymouth HampshireGreater Manchester Plymouth Hampshire
Swindon Cambridgeshire
The survey used a self-completion questionnaire, which was handed to passengers onboard the bus during their journey. A copy of the questionnaire is included in the appendices to this report.journey. A copy of the questionnaire is included in the appendices to this report.
The survey was administered on a pre-selected sample of bus services in each area. The sample of bus services was designed to be broadly representative of operator market share and service frequency.
A database of local bus services was created for each area and stratified by operator and service frequency. A sample of services was then selected using a Probability Proportional to Size approach. The results for each geographical area were then weighted to accurately reflect the market share of operators in the area. Results were also weighted according to the proportion of journeys made by concessionary passengers, based on data provided by the TAS partnershipprovided by the TAS partnership.
This report presents the survey results for Cornwall Council area and compares them to the results for all County areas and to all areas surveyed.
Bus Passenger Survey: Cornwall Council area report. July 2010 1
Sample Profile
Cornwall Council
areaCounties All Areas
Cornwall Council
areaCounties All Areas
SAMPLE 817 5217 18828 SAMPLE 817 5217 18828% % % % % %
SEX JOURNEY PURPOSE Male 32 30 31 Commute 32 34 39Female 63 66 65 Shopping 37 36 33Not stated 5 4 4 Visiting friends/relatives 10 8 9
Sport/entertainment 2 2 2pAGE Day out 4 3 316-25 13 13 16 Travel to/from holiday 1 0 026-34 8 8 9 Personal business 3 4 435-44 11 10 12 Company business 0 1 145-54 16 14 15 Other 7 6 555-59 8 8 860+ 38 43 36 REGULAR TRAVELLER
Yes (6 or more journeys in last 2 weeks) 39 44 49DISABILITY No 57 51 47Yes 20 20 19 Not stated 5 5 4No 67 69 69Not stated 13 11 11
OTHER POSSIBLE MODESTIME OF TRAVEL Car (passnger) 30 27 26(p g )Peak (before 9:30 or between 4pm and 7pm) 43 41 37 Car (driver) 24 23 16
Off peak (between 9:30am and 4pm or after 56 58 63 Train 9 6 7Taxi 14 17 20
CONCESSIONARY FARE Bicycle 4 7 6Concession 40 42 36 On foot/walking 24 32 32No concession 60 57 63 Metro/light rail/tram 0 0 1
Coach 0 1 0Motorbike 1 1 0Other 7 5 4
NB: Throughout this report, base size information relates to the unweighted base, to show the real number of passengers who were interviewed to provide the results. However, all data shown in the report, including sample profile data here, is weighted.
Bus Passenger Survey: Cornwall Council area report. July 2010 2
Overall SatisfactionOverall satisfaction with bus journey % very/fairly
satisfied
9056% 34% 5% 4% 1%Cornwall (783)
89
88
49%
47%
40%
42%
7%
7%
3%
3%
1%
1%
Counties (4987)
All Areas (17989)
% % % % %F h ld (516)
Overall journey satisfaction by key passenger groups for Cornwall Council area
Q26. Overall, taking everything into account from start to end of this bus journey, how satisfied were you with your bus journey today?
% very/fairly satisfied
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
68%
49%
34%
25%
40%
43%
2%
6%
11%
4%
4%
11% 2%
1%
1%Free pass holders (516)
Fare-payers (267)
Age 16-25 (64)
93
89
77
36%
58%
42%
70%
48%
33%
53%
25%
10%
6%
4%
1%
3%
3%
3%
1%
1%
3%Age 26-34 (41)
Age 35-54 (139)
Age 55-59 (43)
Age 60+ (483)
84
91
95
95
50%
62%
35%
33%
8%
2%
5%
3%
2%
g ( )
Peak travel (273)
Non peak travel (509)
V i fi d F i l i fi d N i h i fi d di i fi d F i l di i fi d V di i fi d
85
95
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
Bus Passenger Survey: Cornwall Council area report. July 2010
Q26. Overall, taking everything into account from start to end of this bus journey, how satisfied were you with your bus journey today?
3
Planning the journey
Information sources used to plan journey Satisfaction using that source of information(% /f i l ti fi d)
43%
7%
35%
5%
31%
5%
Printed bus timetable
Online bus timetable from bus company website
Cornwall Council area
Counties All Areas
Printed bus timetable 92 90 89
(% very/fairly satisfied)
1%
0%
1%
0%
1%
0%
Traveline website
Transport Direct website
Online bus timetable 88 85 88
Traveline website 61 82 87
Transport Direct website
100 82 89
0%
1%
0%
1%
0%
1%
Other website
Phoned bus company
website
Other website 100 85 90
Phoned bus company 85 86 77
Phoned local council 100 44 600%
2%
0%
3%
0%
3%
Phoned local council
Other
Q7. How satisfied were you with the information sources you used?
43%50%
55%None
Cornwall (817) Counties (5217) All Areas (18828)
Bus Passenger Survey: Cornwall Council area report. July 2010
Q6. What information sources did you use to help plan your journey today? (please tick all that apply)
4
Ticket used for journey
Ticket used for journey
16%
23%
36%
16%
14%
39%
17%
9%
Single ticket paid for in cash
Return ticket paid for in cash
Free bus pass for the elderly
0%
0%
2%
39%
0%
0%
33%
1%
0%
Free bus pass for the elderly
Free bus pass for people with a disability
Discount ticket (student/other)
2%
3%
4%
2%
3%
3%
3%
7%
4%
One day bus pass
Travel pass covering bus and other modes of transport valid for one day
Bus pass valid for more than one day
11%
1%
15%
2%
18%
4%
Travel pass covering bus and other modes of transport valid for more than one day
Other
Q2. What type of ticket did you use for this journey?
Cornwall (817) Counties (5217) All Areas (18828)
Bus Passenger Survey: Cornwall Council area report. July 2010 5
Method of Buying Ticket
70%
Method of buying ticket Rating the ease of buying a ticket using that method(% very/fairly easy)
70%
3%
11%
60%
16%
7%
56%
14%
From the driver today
From a driver before today
From a travel of f ice/travel
Cornwall Council area
Counties All Areas
F h d i d 98 98 9
( y y y)
0%
0%
7%
2%
1%
13%
2%
From a travel of f ice/travel centre/bus station/booking of fice
From a website
From a local shop or post of f ice
From the driver today 98 98 97
From a driver before today 100 97 95
Travel office/centre/bus 85 75 86
0%
4%
0%
5%
4%
0%
1%
From a local shop or post of f ice
From a machine at the bus stop
Other
station/booking office 85 75 86
From a website 0 74 89
From a local shop/post office 0 71 888%8%
1%
7%None
Cornwall (273) Counties (2264) All Areas (9184)
From a local shop/post office 0 71 88
From machine at bus stop NA NA NA
Q3. How did you buy your ticket? * Base: all fare-paying passengers Q4. And how easy did you find buying this ticket – was it…?
* Base: all fare-paying passengers
Bus Passenger Survey: Cornwall Council area report. July 2010 6
Bus Stop FacilitiesFacilities at the bus stop (% saying facility was available)
60%65%
70%A shelter
12%
62%
12%
55%
18%
62%
An electronic display showing length of time till next bus is due to arrive
A timetable
15%
23%
14%
62%
19%A route map
4%
20%
5%
25%
18%
Lighting
A code so I can use a mobile phone to find the time of the next bus
Cornwall (817) Counties (5217) All Areas (18828)
Q11. Which of the following were available at the stop where you caught this bus?
Bus Passenger Survey: Cornwall Council area report. July 2010 7
Satisfaction with Bus Stop
30% 40% 15% 8% 8%Cornwall (744)
Overall satisfaction with bus stop facilities % very/fairly satisfied
70
25%
26%
41%
43%
17%
15%
11%
9%
7%
7%
Counties (4751)
All Areas (17372)
V ti fi d F i l ti fi d N ith ti fi d di ti fi d F i l di ti fi d V di ti fi d
65
70
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
78% 11% 9% 2%Any electronic information e.g.
Satisfaction with bus stop facilities
Q13. Overall, how satisfied were you with the facilities at the bus stop?
89 83 88
% very/fairly satisfiedCornwall
Council areaCounties All Areas
78%
56%
53%
11%
31%
33%
9%
8%
5%
3%
5%
2%
2%
4%
showing time of next bus (71)
The timetable informationprovided (410)
The provision of shelter (426)
89 83 88
87 84 86
86 82 83
57%
50%
26%
31%
15%
13%
2%
2%3%
Any route maps provided (81)
Your personal safety at thebus stop (717)
83 83 85
81 78 77
49%
42%
30%
33%
13%
13%
5%
7% 5%
3%The cleanliness and freedom
from graffiti (609)
The amount of litter (589)
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
79 74 74
75 72 71
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
Bus Passenger Survey: Cornwall Council area report. July 2010
Q12. Thinking about the bus stop where you boarded, how satisfied were you with each of the following?
(Satisfaction with ‘provision of shelter’, ‘timetable information’, ‘route maps’ and ‘electronic information’ based on respondents saying relevant facility is available)
8
Time Waiting for Bus
Cornwall Council area
Counties All Areas
Length of time waited for bus(% waiting for…)
Under 2 mins 14 12 13
2-5 mins 36 36 37
More than 5 mins, and up to 10 mins 28 30 29
More than 10 mins and up to 15 mins 10 10 10More than 10 mins and up to 15 mins 10 10 10
More than 15 mins 8 8 8
Not sure 1 1 1
Q14 H l did it f b ?Q14. How long did you wait for your bus?
How waiting time for the bus compared with expectation
10%
11%
70%
67%
15%
18%
4%
4%
Cornwall (817)
Counties (5217)
12% 66% 18% 4%All Areas (18828)
Less time than you expected About the length of time you expected Longer than you expected No answery p g y p g y p
Bus Passenger Survey: Cornwall Council area report. July 2010
Q15. Thinking about the time you waited for this bus today, was it…?
9
Satisfaction with Waiting for Bus
Satisfaction with factors around waiting for the bus % very/fairly satisfied
Cornwall Council area
Counties All Areas
45% 34% 9% 6% 6%The length of time you had towait for the bus (745) 79 75 75
47% 33% 9% 5% 6%Whether the bus arrived ontime (697)
The frequency of buses on this
80 75 74
36% 32% 12% 10% 9%The frequency of buses on thisroute (704)
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
68 67 66
Q19. How satisfied were you with each of the following?
Bus Passenger Survey: Cornwall Council area report. July 2010 10
On the bus
68% 26% 3%2%1%The ease of getting on and off the
Satisfaction with ‘on the bus’ factors
94 94 94
% very/fairly satisfiedCornwall Council
area
Counties All Areas
68%
65%
26%
26%
3%
7%
2%
2%
1%bus (777)
The information provided on theoutside of the bus (route number
and destination) (732)
94 94 94
90 90 91
58%
49%
31%
37%
5%
11%
3%
1%
3%
1%
Being able to get a seat (755)
Your personal security whilst onthe bus (732)
89 90 89
86 85 83
48%
47%
36%
35%
10%
10%
4%
6%
2%
2%
Room for all the passengers to sitor stand (748)
The temperature inside the bus(738)
83 85 84
82 82 81
45%
39%
34%
39%
13%
12%
5%
7%
2%
2%
The cleanliness and condition ofthe inside of the bus (756)
The comfort of the seats (754)
79 81 78
78 78 76
45% 31% 13% 7% 4%The cleanliness and condition of
the outside of the bus (745)
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
77 80 80
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
Bus Passenger Survey: Cornwall Council area report. July 2010
Q20. Thinking about the bus journey itself, please indicate how satisfied you were with each of the following?
11
On the bus
53% 31% 8% 5% 2%The length of time your journey
took (761)
Satisfaction with ‘on the bus’ factors: length of journey and provision of information % very/fairly satisfied
Cornwall Council area
Counties All Areas
84 83 82
35% 32% 26% 5% 2%The information providedinside the bus (618) 67 64 64
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfiedQ20. Thinking about the bus journey itself, please indicate how satisfied you were with each of the following?
Reasons for dissatisfaction with time the journey took% saying….
Preferences for ‘on the bus’ information% saying….% saying…. % saying….
58%54%56%
50%
37% 40%
17%11%
26% 28%24%
41%35%
21%
10%
30%34%
25%
43%
13% 10%
50%
42%
17%12%
The amount of traffic on
the road
The route the bus took
The slow driving speed
Poor weather conditions
The time the bus waited at
stops
Time for passengers to board and pay tickets
Other reasons
Cornwall (42)* Counties (318) All Areas (1154)
Timetable information
Route information Electronic information
Audio information Another type of information
Cornwall (38)* Counties (306) All Areas (1035)Cornwall (42) Counties (318) All Areas (1154)
Bus Passenger Survey: Cornwall Council area report. July 2010
Q21. Why were you dissatisfied with the time the journey took? *Sample size for Cornwall too small to be charted
Q22. You said that you were not satisfied with the information provided inside the bus. What information would you like to be provided? *Sample size for Cornwall too small to be charted
12
( ) ( ) ( )
The Bus Driver
% very/fairly satisfied
60% 30% 6% 2%1%The appropriateness of thespeed (762)
Satisfaction with ‘bus driver’ factorsy y
Cornwall Council area
Counties All Areas
91 87 87
64%
61%
27%
29%
7%
7%
2%
2%1%
The driver's appearance(775)
Your feeling of safety fromroad accidents during the
91 88 87
90 87 8761%
64%
29%
25%
7%
8%
2%
2%
1%
1%
road accidents during thejourney (755)
The helpfulness and attitudeof the driver (768)
The smoothness and
90 87 87
89 85 82
50% 34% 8% 5% 2%The smoothness and
freedom from jolting duringyour journey (759)
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
85 80 79
Q23. Thinking about the driver, please indicate how satisfied you were with each of the following?
Bus Passenger Survey: Cornwall Council area report. July 2010 13
Value for Money
49% 26% 9% 9% 7%Cornwall (577)
Satisfaction with value for money of your journey % very/fairly satisfied
75
43%
40%
26%
27%
12%
13%
10%
10%
9%
10%
Counties (3780)
All Areas (13974)
69
67
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
% % % % %F (250)
% very/fairly satisfied
Q20. Thinking about the bus journey itself, please indicate how satisfied you were with each of the following ….the value for money of your journey?
Satisfaction with value for money by key passenger groups for Cornwall Council area
38%
74%
41%
29%
20%
16%
11%
4%
9%
12%
1%
21%
9%
1%
12%
Fare-payers (250)
Free pass holders (326)
Age 16-25 (58)
68
94
57
42%
74%
29%
21%
13%
3%
12%
1%
5%
Age 26-34 (37)
Age 35-54 (128)
Age 55-59 (34)
Age 60+ (293)
59
71
75
96
Sample size to small
Sample size to small
49%
49%
24%
29%
8%
9%
11%
6% 7%
8%
g ( )
Peak travel (219)
Non peak travel (357)
V i fi d F i l i fi d N i h i fi d di i fi d F i l di i fi d V di i fi d
73
78
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
Bus Passenger Survey: Cornwall Council area report. July 2010 14
Q20. Thinking about the bus journey itself, please indicate how satisfied you were with each of the following ….the value for money of your journey?
Peak vs Off-peak comparison
Key variations in satisfaction between peak and off-peak – Cornwall Council area
75%
91%
The length of time your journey took
75%
85%
89%The temperature inside the bus
Overall taking everything into 85%
84%
95%
account from start to end of this bus journey how satisfied were you with your bus journey today
Being able to get a seat
78%
94%
88%
Being able to get a seat
Room for all the passengers to sit or stand 88%
Peak Off-peak
Bus Passenger Survey: Cornwall Council area report. July 2010 15
Key drivers of overall satisfactionImpact of individual factors on overall satisfaction with bus journey – Cornwall Council areaThe figures in this chart are computed using a regression analysis which measures the correlation between overall satisfaction and satisfaction with individual factors. The more highly correlated a factor is, the greater its influence is likely to be on overall satisfaction.
Cornwall
Counties
All Areas
The Length Of Time Your Journey Took The Smoothness And Freedom From Jolting During The Journey
Whether The Bus Arrived On Time The Value For Money Of Your Journey
The Driver's Appearance Others
16Bus Passenger Survey: Cornwall Council area report. July 2010
Satisfaction and ImpactSatisfaction with individual factors and their impact on overall journey satisfaction
Cornwall Council area
MPriorities for improvement
More Journey time
Punctuality
Getting Information on outside
Smoothness of the ride
I m p
a c
t
Cleanliness at stop
Timetableinformation
at stop
ga seat
Room foreveryone toCl li i id b
on outside of bus
Value for money Personal security on bus
Appropriateness of speed
Driver appearance
Real time at stop
Shelterat stop
P l f t t t
Service frequency Length of time waited at stop
everyone tosit / stand
Cleanliness inside bus
Cleanliness outside of bus
Ease of getting on / off
Temperature on bus
pp p p
H l f l / ttit d f d i
Feeling safe from accidents
S a t i s f a c t i o n
Less
Lower Higher
Route map provided at stopLitter at stop
Personal safety at stopComfort of seatsInformation inside bus
Helpfulness / attitude of driver
S a t i s f a c t i o n
17Bus Passenger Survey: Cornwall Council area report. July 2010
Lower Higher
17
Questionnaire (1)
Bus Passenger Survey: Cornwall Council area report. July 2010
Above is a copy of the questionnaire, used in November 200918
Questionnaire (2)
Bus Passenger Survey: Cornwall Council area report. July 2010 19Above is a copy of the questionnaire, used in November 2009
Questionnaire (3)
Bus Passenger Survey: Cornwall Council area report. July 2010 20Above is a copy of the questionnaire, used in November 2009
Questionnaire (4)
Bus Passenger Survey: Cornwall Council area report. July 2010 21Above is a copy of the questionnaire, used in November 2009