holborn station user survey - tfl consultations · it was acceptable to leave the survey open...

Holborn Station User

Survey

inmidtown

Report

September 2016

Our ref: 22922501

Steer Davies Gleave has prepared this material for inmidtown. This material may only be used within the

context and scope for which Steer Davies Gleave has prepared it and may not be relied upon in part or

whole by any third party or be used for any other purpose. Any person choosing to use any part of this

material without the express and written permission of Steer Davies Gleave shall be deemed to confirm

their agreement to indemnify Steer Davies Gleave for all loss or damage resulting therefrom. Steer

Davies Gleave has prepared this material using professional practices and procedures using information

available to it at the time and as such any new information could alter the validity of the results and

conclusions made.

Holborn Station User

Survey

inmidtown

Report

September 2016

Our ref: 22922501

Prepared by:

Prepared for:

Steer Davies Gleave

28-32 Upper Ground

London SE1 9PD

inmidtown

2nd Floor Sicilian House

Sicilian Avenue

London WC1A 2QR

+44 20 7910 5000

www.steerdaviesgleave.com

September 2016

Contents

Executive Summary ....................................................................................................................... i

Overview ........................................................................................................................................ i

The survey ...................................................................................................................................... i

Survey findings ............................................................................................................................... i

1 Introduction ....................................................................................................................... 1

Context ......................................................................................................................................... 1

This study ...................................................................................................................................... 1

This report .................................................................................................................................... 1

2 Survey method ................................................................................................................... 2

Survey content .............................................................................................................................. 2

Survey sample ............................................................................................................................... 2

Survey dissemination .................................................................................................................... 3

Response ....................................................................................................................................... 3

Representativeness of the sample ............................................................................................... 3

3 Survey findings ................................................................................................................... 5

How often Holborn station is used ............................................................................................... 5

The journey to Holborn station .................................................................................................... 6

Journey purpose ......................................................................................................................... 10

Journey timing ............................................................................................................................ 11

Destinations on leaving Holborn station .................................................................................... 11

Final journey destinations after leaving Holborn station ........................................................... 13

Comments about using Holborn station..................................................................................... 19

Travelling in London ................................................................................................................... 21

Demographics ............................................................................................................................. 22

September 2016

Figures

Figure 3.1: Frequency of use of Holborn station .......................................................................... 5

Figure 3.2: Origins of journeys made to Holborn station by geographical sector ........................ 6

Figure 3.3: Journey origins ............................................................................................................ 7

Figure 3.4: Underground line used to reach Holborn station ...................................................... 8

Figure 3.5: Did you use other modes of transport to reach Holborn station, aside from

Underground? ............................................................................................................................... 8

Figure 3.6: Other modes of transport used on the journey to Holborn station ........................... 9

Figure 3.7: Journey purpose ....................................................................................................... 10

Figure 3.8: Arrival time at Holborn station on journey considered ............................................ 11

Figure 3.9: First destination on leaving Holborn station ............................................................ 12

Figure 3.10: Onward travel from Holborn station ...................................................................... 13

Figure 3.11: Final journey destinations after leaving Holborn station by geographical sector .. 14

Figure 3.12: Final journey destinations after leaving Holborn station by geographical sector and

Underground line used to access Holborn ................................................................................. 15

Figure 3.13: Final destination on leaving Holborn station, by action taken after exiting the

station ......................................................................................................................................... 16

Figure 3.14: Final journey destinations after leaving Holborn, by Underground line used to

access Holborn ............................................................................................................................ 17

Figure 3.15: Final journey destinations after leaving Holborn, by trip purpose ........................ 18

Figure 3.16: Busy-ness of Holborn station .................................................................................. 19

Figure 3.17: Modes of transport regularly used in London ........................................................ 21

Figure 3.18: Employment status ................................................................................................. 22

Figure 3.19: Total annual household income ............................................................................. 23

Figure 3.20: Age .......................................................................................................................... 23

Figure 3.21: Gender .................................................................................................................... 24

Figure 3.22: Ethnicity .................................................................................................................. 24

September 2016

Tables

Table 3.1: Comments regarding the experience of using Holborn station ................................ 20

Appendices

A Survey questions

B Open response question – responses received by theme

Holborn Station User Survey | Report

September 2016 | i

Executive Summary

Overview

Steer Davies Gleave was commissioned by inmidtown and Transport for London (TfL) to

conduct a survey with users of Holborn station to better understand the origins and

destinations of station users., in considering the wider station capacity upgrade.

The survey

Users of Holborn station were identified by TfL using Oyster card data. Registered Oyster card

users who had exited Holborn station in the preceding eight weeks were identified and a total

of 50,000 customers were emailed and invited to respond to the online survey. Inmidtown

also sent an email invitation to participate in the survey to all businesses on their mailing list.

There were 1,921 responses to the survey. Checks of the survey responses received against

TfL’s Rolling Origin and Destination Survey (RODS) data suggest that the sample is broadly

representative of Holborn station users.

Survey findings

• Most respondents were regular users of Holborn station, with 45% stating that they used

Holborn station five or more days a week, and 21% stating that they used Holborn station

three to four days a week.

• Most respondents started their journey to Holborn station from a location north of the

station; 40% started their journey north east of Holborn, and 22% started their journey

north west of Holborn.

• 57% of respondents used the Central line to travel to Holborn station, and 43% used the

Piccadilly line.

• The majority of respondents (70%) were using Holborn station on their journey to work. A

smaller though substantial proportion of respondents (14%) were using Holborn station as

part of their journey to a place of education.

• Almost all respondents (96%) walked to their destination on leaving Holborn station. A

small proportion (3%) walked to a bus stop.

• The strongest flows of movement on leaving Holborn station are to the east, along High

Holborn and towards Chancery Lane (just over 15% of respondents went to a destination

in this sector on leaving Holborn), and to the south east of the station, towards the Strand

and Temple area (15% of respondents went to a destination in this sector on leaving

Holborn).


September 2016 | 1

1 Introduction Context

1.1 Holborn station will benefit from a major capacity upgrade between 2020 and 2030 to

overcome existing levels of congestion and support the Piccadilly line capacity upgrade, as part

of the New Tube for London programme. The upgrade will include a new interchange link and

a re-modelled ticket hall, as well as works to make the station step-free.

1.2 It is also recognised that there is a vertical capacity issue at the station already, in that there

can be some delay in passengers exiting the station and reaching street level, particularly

noticeable during the evening peak period when passengers regularly wait for prolonged

periods of time to enter the station. As part of the station capacity upgrade, a second station

entrance is therefore being considered by Transport for London (TfL), located to the north-

east of the existing station.

This study

1.3 Steer Davies Gleave was commissioned by inmidtown and TfL to conduct a survey with users

of Holborn station in order to:

• add to the evidence base for the station capacity upgrade including a proposed second

station entrance; and

• give users of Holborn station (particularly those employed within the inmidtown area) the

opportunity to contribute to proposed aspects of the station upgrade works.

1.4 Users of Holborn station were invited to respond to an online survey between 17 March 2016

and 24 March 2016. The survey was disseminated to potential respondents via an email from

inmidtown to all inmidtown contacts (email sent 18 March) and via an email from TfL to

registered Oyster users who had exited Holborn station in the eight weeks preceding the

survey (emails sent 17 and 21 March).

This report

1.5 This report presents the findings of the survey. Section 2 provides an overview of the survey

approach, and section 3 contains the survey results and associated commentary.


September 2016 | 2

2 Survey method 2.1 This section provides an overview of the method used for the online survey, including the

criteria used for identifying users of Holborn station via Oyster ticketing data.

Survey content

2.2 The survey questions were developed in consultation with inmidtown and TfL. The questions

covered:

• frequency of use of Holborn station;

• where the journey to Holborn station starts (origin of trip);

• journey purpose;

• Underground line used to arrive at Holborn station (Central or Piccadilly);

• how the final leg of the journey to the respondent’s destination is completed (walking,

bus and cycle hire etc.); and

• the respondent’s final destination after leaving Holborn station.

2.3 The questions were mostly closed-type questions, with respondents invited to select one or

more answers from a list of options. The exceptions to these were the questions which asked

the respondent to identify where they started and finished their journey (with respondents

asked to either provide a postcode location or click on a location on the map provided), and

one question towards the end of the survey which invited respondents to submit comments

about their experience of using Holborn station.

2.4 A copy of the survey questions is provided in Appendix A.

Survey sample

2.5 Email addresses for Oyster users who used Holborn station were extracted from the TfL

owned and managed database of customers with registered Oyster cards. Customers who had

made at least one journey that finished at Holborn station within the preceding eight weeks

were identified and considered as in-scope for the survey. This sample specification produced

a total potential sample of 50,000 discrete users of Holborn station.

2.6 Subscribers to inmidtown’s email distribution list were also considered to be in-scope for the

survey. The email distribution list is a mixture of members of the public who have signed-up to

the distribution list via the inmidtown website, and inmidtown’s business contacts. At the time

of the survey, there were 1,051 email addresses on the distribution list.


September 2016 | 3

Survey dissemination

2.7 TfL sent an initial batch of emails to 2,000 customers identified via the Oyster database on 17

March. The e-mail contained some text about the purpose of the research and a hyperlink to

the survey. The purpose of this initial mail-out was to ‘soft launch’ the survey; to generate a

small number of responses and check that the survey was working as planned, before the

remaining in-scope respondents were invited to participate.

2.8 Following a review of the responses received in the soft launch phase on 17 March, it was

confirmed that the survey was working as planned and that the full mail-outs could go-ahead.

2.9 Inmidtown co-ordinated a mail-out to 1,051 mailing list subscribers on 18 March. The

campaign was called ‘Have Your Say – Holborn Station’ and recipients were invited to follow a

hyperlink to complete the survey. Recipients of the email were encouraged to pass on the

invitation to complete the survey to others within their business.

2.10 The remaining 48,000 in-scope Oyster customers were contacted by email by TfL on 21 March.

2.11 The survey was closed at midnight on Thursday 24 March, the day before the Good Friday

bank holiday. Industrial action on Thursday 24 March meant that the Piccadilly line did not

operate. It was agreed that because the survey had been launched several days before the

industrial action took place, and that the peak period for responding to the survey had passed,

it was acceptable to leave the survey open during the industrial action without compromising

the integrity of the sample.

Response

2.12 The survey closed with a total of 1,921 responses. The total number of people invited to

complete the survey is not known, because those receiving the link to the survey through the

inmidtown email were encouraged to forward the email within their business. Considering the

TfL-identified sample in isolation (50,000), therefore, 1,921 responses represents a 3.8%

response rate, which is comparable with similar online surveys where no incentive for

participation is offered.

Representativeness of the sample

2.13 It is not possible to confirm whether the sample achieved is representative of those living and

working around Holborn station without reasonably extensive further research. Though data

from the 2011 census can identify the number of people employed in certain areas, and the

types of jobs performed within those areas, it is not possible to extract any demographic

information about the people employed in an area and therefore identify the demographic

composition of the working population.

2.14 It is possible, however, to check whether the sample achieved is representative of users of

Holborn station by checking responses received in the survey with key station / customer

metrics. TfL’s Rolling Origin and Destination Survey (RODS) data from 2014 shows that 39% of

customers exiting at Holborn station arrived at the station on the Piccadilly line, and 61% of

customers exiting at Holborn station arrived at the station on the Central line.


September 2016 | 4

2.15 In answer to the question ‘Which Underground line did you use to get to Holborn station?’

43% of respondents stated that they used the Piccadilly line, and 57% said that they used the

Central line. These proportions are therefore comparable with the known split of Piccadilly line

/ Central line trips finishing at Holborn station, and it could therefore be said that the sample

achieved in this survey was broadly representative of Holborn station users. The reporting and

analysis that follows therefore uses the original, unweighted data as its basis.


September 2016 | 5

3 Survey findings 3.1 This section presents the results of the survey.

How often Holborn station is used

3.2 Respondents were asked how often they used Holborn station, either at the start or end of

their Underground journey, or at both ends. The majority of respondents were very regular

users of Holborn station, with two thirds (66%) stating that they used Holborn station three

days a week or more often, with almost half of all respondents (45%) saying that they used

Holborn station on five or more days a week.

Figure 3.1: Frequency of use of Holborn station

Q4 Base: All respondents (1,921)

0%

0%

1%

6%

7%

10%

10%

21%

45%

0% 10% 20% 30% 40% 50%

I’ve only used the station once

Less often than once a year

At least once a year

At least once a month

At least once a fortnight

Once a week

2 days a week

3-4 days a week

5 or more days a week


September 2016 | 6

The journey to Holborn station

3.3 Respondents were encouraged to consider the journey that they were making the last time

that they exited at Holborn station, so that regular users of Holborn station considered one

journey in isolation, and responded accordingly.

3.4 Respondents were asked to record where they started their journey to Holborn station, with

the option of either recording a postcode or clicking on an interactive map to record their

origin location. Figure 3.3 shows the plot of respondents’ origin locations (note that these

origins do not necessarily represent respondents’ home locations – trips made for business

purposes may have had an origin other than a home location). As might be expected, the

journey origins of Holborn station users are clustered around the Piccadilly line and Central

line routes.

3.5 Figure 3.2 shows the proportion of journeys starting north east, south east, south west and

north west of Holborn station (using the same origin data as shown in Figure 3.3). As shown,

the majority of respondents (62% in total) started their journey to Holborn from a location

north of Holborn; either north east (40%) or north west (22%) of the station.

Figure 3.2: Origins of journeys made to Holborn station by geographical sector

Q5b Base: All respondents (1,921)


September 2016 | 7

Figure 3.3: Journey origins


September 2016 | 8

3.6 The majority of respondents (57%) travelled to Holborn station on the Central line, with the

remainder of respondents (43%) travelling to Holborn on the Piccadilly line. A very small

proportion of respondents (less than 1%) stated that they could not remember the

Underground line that they used to travel to Holborn station on their most recent journey.

Figure 3.4: Underground line used to reach Holborn station


3.7 Most respondents used at least one other mode besides Underground to make their journey

to Holborn station; 64% of respondents stated that they used another means of transport to

arrive at Holborn station, and 36% stated that they did not use another means of transport on

their journey.

Figure 3.5: Did you use other modes of transport to reach Holborn station, aside from Underground?


57%

43%

<1%

Central Piccadilly I can’t remember

64%

36%

Yes No


September 2016 | 9

3.8 Respondents who had used one or more other modes of transport besides the Underground

to reach Holborn station were asked to identify what those other modes were. Figure 3.6

shows the results – note that multiple modes could be identified by respondents. Of those

respondents using another mode of transport on their journey to Holborn, most (70%) walked

for more than five minutes. Just over one quarter (26%) stated that they travelled by bus or by

coach as part of their journey, and 16% stated that they travelled by train, either on the

National Rail or London Overground network.

Figure 3.6: Other modes of transport used on the journey to Holborn station

Q8 Base: Respondents who used another mode of transport for their journey to Holborn (1,222 respondents, and

1,534 responses)

0%

0%

1%

2%

2%

4%

6%

16%

26%

70%

0% 10% 20% 30% 40% 50% 60% 70% 80%

River services

Motorcycle

Taxi / minicab

Car (as passenger)

Other

Car (as driver)

DLR or Tramlink

National Rail or London Overground

Bus / coach

Walk (for more than 5 minutes)


September 2016 | 10

Journey purpose

3.9 The majority of respondents to the survey (70%) stated that the main purpose of their most

recent journey to Holborn station was commuting to / from work. A relatively high proportion

of respondents stated that they used Holborn station on their way to or from a place of

education (14%). The high proportion of respondents travelling for education is consistent

with the organisations based around Holborn; the London School of Economics and Political

Science (LSE) has a major campus south of Holborn station, the University of the Arts London is

located in a building to the east of the station at 272 High Holborn, The London School of

Business and Finance on Red Lion Street; and The Law School at 28-34 Eagle Street.

Figure 3.7: Journey purpose


0%

<1%

<1%

<1%

<1%

6%

8%

14%

70%

0% 10% 20% 30% 40% 50% 60% 70% 80%

Other

Accompanying a child/student

For pleasure or exercise

Shopping

Personal business

Business travel

Going to/from a leisure activity

Travel to/from a place of education

Commuting to/from work


September 2016 | 11

Journey timing

3.10 The peak arrival time at Holborn station among respondents was between 8am and 10am,

with 31% of respondents stating that they arrived at Holborn station between 8am and 9am,

and 29% stating that they arrived at Holborn station between 9am and 10am.

Figure 3.8: Arrival time at Holborn station on journey considered


Destinations on leaving Holborn station

3.11 The strongest flows of movement on leaving Holborn station are to the east of the station,

along High Holborn and towards Chancery Lane, and to the south east of the station, towards

the Strand and Temple area (where LSE has its main campus).

3.12 The distribution of respondents’ destinations on first leaving Holborn station are shown in the

map in Figure 3.9, with the most common destinations highlighted in orange and red.

Respondents were asked to record their first destination on leaving Holborn station by either

recording a postcode or by clicking a location on the map provided. For respondents who

exited the station and walked to their destination, the destination they recorded here was

their ‘final destination’. For respondents who exited the station and waited for a bus, walked

to another station, hired a cycle hire bicycle, waited for a taxi or did any other interim action,

the location at which the respondent began the next leg of their journey was recorded. For

example, respondents who waited for a bus on exiting Holborn station recorded the location

of the bus stop at which they waited.

3.13 The map in Figure 3.9 also shows the proportion of destinations in a radial pattern from

Holborn station.


September 2016 | 12

Figure 3.9: First destination on leaving Holborn station

Q12 Base: All respondents (1,878). Note that not all postcode responses could be geo-coded.


September 2016 | 13

Final journey destinations after leaving Holborn station

3.14 Respondents were asked what they did when they left Holborn station on the journey they

were considering. Almost all respondents (96%) left Holborn station and walked to their

destination, with a very small proportion of respondents either changing to a different mode

(walking to a bus stop, or using a cycle hire bicycle), going for a walk or walking to another

station.

Figure 3.10: Onward travel from Holborn station


0%

0%

<1%

<1%

<1%

3%

96%

0% 20% 40% 60% 80% 100%

I waited for a taxi / hailed a taxi

I cycled using my own / borrowed

bicycle

I hired a Cycle Hire bicycle

I walked to another station

I went for a walk for pleasure or

exercise

I walked to a bus stop

I walked to my destination


September 2016 | 14

3.15 Figure 3.13 shows all of the final journey destinations of respondents leaving Holborn station,

with locations colour coded by the action taken by the respondent to reach their final

destination. This map includes the destinations of all respondents who walked to their

destination on reaching Holborn station (96% of all respondents), plus the destinations of

those who caught a bus (3%) or took some other action (less than 1%) to complete their

journey on exiting Holborn station.

3.16 Figure 3.11 shows the proportion of journeys finishing in aggregated geographical sectors,

relative to the location of Holborn station.

Figure 3.11: Final journey destinations after leaving Holborn station by geographical sector

Q12 and Q13 Base: All respondents (1,888). Note that not all postcode responses could be geocoded.


September 2016 | 15

3.17 Figure 3.12 uses the same data as Figure 3.11 to show the proportion of journeys finishing in

aggregated geographical sectors, but splits each sector by the Underground line respondents

used to access Holborn station. For example, 35% of respondents arriving at Holborn station

on the Piccadilly line finished their journey to the north east of the station, compared with

25% of respondents arriving at Holborn station on the Central line. This data is mapped in

Figure 3.14.

Figure 3.12: Final journey destinations after leaving Holborn station by geographical sector and Underground line

used to access Holborn


3.18 The maps in Figure 3.14 and Figure 3.15 plot the same data (respondents’ final destinations on

leaving Holborn station), with the destination locations colour coded by the Underground line

the respondent used to access Holborn station (Figure 3.14) and by the respondents’ trip

purpose (Figure 3.15).


September 2016 | 16

Figure 3.13: Final destination on leaving Holborn station, by action taken after exiting the station



September 2016 | 17

Figure 3.14: Final journey destinations after leaving Holborn, by Underground line used to access Holborn



September 2016 | 18

Figure 3.15: Final journey destinations after leaving Holborn, by trip purpose



September 2016 | 19

Comments about using Holborn station

3.19 All respondents were asked to rate how busy they found Holborn station to be on their most

recent journey using a scale of 1-10, where one was very quiet and 10 was very busy,. Most

respondents selected a rating towards the ‘very busy’ end of the spectrum, with over half of

respondents (60%) rating the station as an eight or above on the ‘busy-ness’ scale. The mean

score across all responses was 7.7 – tending towards very busy.

Figure 3.16: Busy-ness of Holborn station


<1% 1%2%

3%4%

10%

19%

25%

19%

16%

0%

5%

10%

15%

20%

25%

30%

1 - Very

quiet

2 3 4 5 6 7 8 9 10 -

Very

busy


September 2016 | 20

3.20 Respondents were invited to leave a comment about their experience of using Holborn station

and 1,388 people took the opportunity to do so. Table 3.1 details the top ten comments made.

A full list of comments can be found in Appendix B.

Table 3.1: Comments regarding the experience of using Holborn station

Comment Number of respondents Percentage of respondents

Station is too busy 704 37%

Difficult to enter station in evening peak due to

crowding 363 19%

Do not make (all) escalators standing only 162 8%

Concern about safety at busy times 86 4%

(Prevent) people using 'no exit' routes 65 3%

Not enough ticket barriers open at peak times /

reconfigure barriers to optimise flow of people 62 3%

Not enough staff – could do more to manage flow of

people 61 3%

Ensure all escalators are in use at peak times 58 3%

No issues 55 3%

Make (at least one) escalators standing only 51 3%

3.21 Included in the “station is too busy” category were comments regarding problems at the foot

of the escalators (referred to as the intermediate concourse) where people going to the

Piccadilly and Central lines, leaving the station, and people interchanging between the two

lines, all meet. Respondents also discussed the narrow corridors and single entry and exit

points to platforms, saying the lack of space slows down travel through the station. People

reported it can take them up to ten minutes to leave the station.

3.22 Respondents discussed the problems they had encountered entering Holborn station in the

evening peak. Passengers can be prevented from entering the station to alleviate crowding at

platform level. A number of respondents appreciated this is done for safety reasons but many

stated that it happens too often and causes an additional problem of crowding outside the

station. Respondents also discussed the newspaper and other vendors whose stalls are located

close to the station entrance, causing crowding and movement problems during the peak

period.

3.23 The recent ‘standing only’ escalator trial was widely discussed. The majority of people who

mentioned it were not in favour as they prefer to walk up the escalators to speed up their

journey time, especially after queuing to get to reach them due to capacity constraints in the

station, and for health reasons. Some respondents suggested one escalator could be walk only

and the other standing only, to optimise the movement of passengers out of the station

without prohibiting walking for people who want to.


September 2016 | 21

Travelling in London

3.24 Respondents were asked to think about how they usually travelled in London, and to identify

the modes which they used regularly, with regularly defined as at least once a week. The most

regularly used modes were the Underground, with 89% of respondents stating that they used

this mode at least once a week, and walking for more than five minutes. Almost equivalent

proportions of respondents stated that they drove a car in London at least once a week (11%)

as those stating that they cycled (9%).

Figure 3.17: Modes of transport regularly used in London


<1%

<1%

<1%

5%

8%

9%

11%

12%

34%

50%

67%

89%

0% 20% 40% 60% 80% 100%

Other

River services

Motorcycle / scooter / moped

Car – as passenger

DLR / Tramlink

Cycle

Car – as driver

Taxi / black cab / minicab

National Rail / London Overground

Bus

Walking (for more than 5 minutes)

Underground


September 2016 | 22

Demographics

3.25 The final section of the survey asked respondents to complete a short series of demographic

questions so that the profile of respondents could be understood.

3.26 Almost all respondents worked full or part time, or were full time students. The majority of

respondents (79%) stated that they worked full time.

Figure 3.18: Employment status


0%

<1%

<1%

<1%

<1%

<1%

1%

6%

13%

79%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90%

Other

Prefer not to say

Not working - not looking for work

Looking after family and home

Not working - looking for work

A part time student

Retired

Working part time (less than 30 hours)

A full time student

Working full time (30+ hours a week)


September 2016 | 23

3.27 The majority of respondents agreed to report their household income (77% provided a

response and 23% stated that they did not know or preferred not to disclose their total annual

household income). The greatest proportion of respondents (23%) had a household income of

over £75,000.

Figure 3.19: Total annual household income


3.28 Just over two fifths of respondents (41%) were aged between 25 and 34. The age profile of

respondents is consistent with the journey purpose information reported earlier, and the

employment status recorded.

Figure 3.20: Age


23%

23%

16%

9%

9%

11%

2%

3%

1%

3%

0% 5% 10% 15% 20% 25%

Don't know / prefer not to say

Over £75,000

£50,000 to £75,000

£40,000 to £49,999

£30,000 to £39,999

£20,000 to £29,999

£15,000 to £19,999

£10,000 to £14,999

£5,000 to £9,999

Under £4,999

15%

41%

20%

15%

8%

1% 1%

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

16-24 25-34 35-44 45-54 55-64 65-74 Prefer not

to say


September 2016 | 24

3.29 Respondents were asked to state their gender. Just over half of respondents were female

(51%) and 45% were male. A small proportion of respondents (3%) stated that they would

prefer not to disclose their gender.

Figure 3.21: Gender


3.30 The majority of respondents identified their ethnicity as white (78%).

Figure 3.22: Ethnicity


<1%

<1%

<1%

3%

45%

51%

0% 10% 20% 30% 40% 50% 60%

Transgender woman

Transgender man

Gender neutral

Prefer not to say

Male

Female

2%

3%

4%

7%

7%

78%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90%

Black or Black British

Chinese or other ethnic group

Mixed or multiple ethnic groups

Prefer not to say

Asian or Asian British

White


September 2016 | 25

Appendices


September 2016 | 26

A Survey questions Holborn Station User Survey

1. (SC) What age were you at your last birthday?

1. Under 16 = terminate

2. 16-24

3. 25-34

4. 35-44

5. 45-54

6. 55-64

7. 65-74

8. 75+

9. Prefer not to say

2. (SC) [If Q1=9] Can you confirm that you are aged 16 or over?

1. Yes

2. No = terminate

3. (SC) Have you started or finished an Underground journey at Holborn station within the

last eight weeks?

1. Yes

2. No = terminate

4. (SC) How often do you use Holborn station, either at the start or end of your Underground

journey, or at both ends?

1. 5 or more days a week

2. 3-4 days a week

3. 2 days a week

4. Once a week

5. At least once a fortnight

6. At least once a month

7. At least once a year

8. Less often than once a year

9. I’ve only used Holborn station once


September 2016 | 27

For this section, please think about the journey you were making the last time you exited at

Holborn station.

5. Where did you start your journey to Holborn station from? Please enter the postcode if

known, or click on the map below.

Enter postcode: ________(Validate postcode format – must be full postcode)

6. (SC) Which Underground line did you use to get to Holborn station?

1. Piccadilly

2. Central

3. I can’t remember

7. (SC) Aside from the Underground, did you use any other means of transport to get to

Holborn station? (Include walking if it was for more than 5 minutes.)

1. Yes

2. No

8. (MC) [If Q7=1] What other means of transport did you use? (Select all that apply.)

1. Car (as driver)

2. Car (as passenger)

3. DLR or Tramlink

4. National Rail or London Overground

5. Bus / coach

6. Taxi / minicab

7. Motorcycle

8. River services

9. Walk (for more than 5 minutes)

10. Other


September 2016 | 28

9. (SC) What was the main purpose of this journey?

1. Commuting to/from work

2. Business travel (travel as part of your job during working hours, e.g. meetings or site

visits)

3. Travel to/from a place of education

4. Going to/from a leisure activity (e.g. visiting a museum, meeting friends)

5. Shopping

6. Personal business (e.g. doctor’s appointment, going to the bank)

7. For pleasure or exercise rather than to get to a destination (e.g. exploring the area)

8. Accompanying a child/student (e.g. to/from school)

9. Other (please specify)

10. What time did you arrive at Holborn station?

_____[hh:mm] Select am/pm

11. (SC) What did you do once you left Holborn station on this journey?

1. I walked to my destination

2. I went for a walk for pleasure or exercise

3. I walked to a bus stop

4. I walked to another station

5. I hired a cycle hire bicycle (aka ‘Boris Bike’)

6. I waited for a taxi / hailed a taxi

7. I cycled using my own / borrowed bicycle


September 2016 | 29

12. If Q11=1 ask Where was your destination? Please enter the postcode if known, or click on

the map below.

If Q11=2 ask Where did you walk to first? Please click on the map below.

If Q11=3 ask Which bus stop did you walk to? Please click on the map below.

If Q11=4 ask Which station did you walk to? Please click on the map below.

If Q11=5 ask Which cycle hire point did you walk to? Please click on the map below.

If Q11=6 ask Where did you wait for a taxi from? Please click on the map below.

If Q11=7 ask Where did you cycle from? Please click on the map below.


13. (If Q12=2-8) Where was your final destination? Please enter the full postcode if known, or

click on the map below.


14. (SC) On a scale of 1-10, where 1 is very quiet and 10 is very busy, how busy was Holborn

station on this journey?


September 2016 | 30

15. (Open response – max 1,000 characters) Do you have any comments about your

experience of using Holborn station that you would like to share?

16. (MC) Thinking about travelling in London generally, which of these means of travel do you

use regularly? Please identify all that apply.

I use this mode at least once a week

1. Underground

2. Bus

3. Car – as driver

4. Car – as passenger

5. Walking (for more than 5 minutes)

6. Cycle

7. Motorcycle / scooter / moped

8. Taxi / black cab / minicab

9. National Rail / London Overground

10. DLR / Tramlink

11. River services

12. Other, including coach, skateboard etc. – please

specify

17. (SC) Are you…?

1. Working full time (30+ hours a week)

2. Working part time (less than 30 hours a week)

3. A full time student

4. A part time student

5. Not working - looking for work

6. Not working - not looking for work

7. Retired

8. Looking after family and home

9. Other (please write in)



September 2016 | 31

18. (SC) What is your annual household income?

1. Under £4,999

2. £5,000 to £9,999

3. £10,000 to £14,999

4. £15,000 to £19,999

5. £20,000 to £29,999

6. £30,000 to £39,999

7. £40,000 to £49,999

8. £50,000 to £75,000

9. Over £75,000

10. Don't know/prefer not to say

19. (SC) What is your gender?

1. Male

2. Female

3. Transgender man

4. Transgender woman

5. Gender neutral


20. (SC) What is your ethnicity?

1. White

2. Mixed or multiple ethnic groups

3. Asian or Asian British

4. Black or Black British

5. Chinese or other ethnic group


21. Transport for London (TfL) would like to collect your postcode for classification purposes

only. The results of the analysis will be presented in aggregated format only. It will not be

passed on to any third party. All data will be processed in adherence to Market Research

Society’s Code of Conduct and Data Protection Act 1998. Should you not wish to provide

your postcode, please select “Prefer not to say”.

Please enter your home postcode. (Validate postcode format – full or partial postcodes

ok)

1. Enter postcode


22. [If Q21=2] In which part of the UK do you live?

1. Central London (Zones 1-3)

2. Outer London (Zones 4+)

3. Outside London, but in the UK

4. Outside of the UK


September 2016 | 32

23. Transport for London often wishes to speak to Londoners to obtain their opinion on

transport issues. Would you be happy to take part in future research?

Please note your responses to the survey will be collected by Field and Fab and analysed

by Steer Davies Gleave on behalf of Transport for London (TfL)and inmidtown but will not

be passed on to any third party. All data will be processed in adherence to Market

Research Society’s Code of Conduct and Data Protection Act 1998. Your details will only

be used for a follow-up survey on behalf of Transport for London. They will not be used

for any other purpose.

1. Yes, please provide your email address

2. No

Thank you for taking part in this survey.


September 2016 | 33

B Open response question – responses received by theme


September 2016 | 34

Comment No. respondents % of respondents

Station too busy (problems at foot of escalators and narrow corridors) 704 37%

Difficult to enter / exit station due to crowding, station closures & vendors blocking the way in PM peak 363 19%

Do not make (all) escalators standing only 162 8%

Concern about safety on platforms / escalators / outside station at busy times 86 4%

(Prevent) people using 'no exit' routes 65 3%

Not enough ticket barriers open at peak times / reconfigure barriers to optimise flow of people 62 3%

Not enough staff - could do more to manage flow of people 61 3%

Ensure all escalators in use at busy times / need more escalators 58 3%

No issues 55 3%

Make (at least one) escalators standing only 51 3%

Suggest a direct interchange route between lines 43 2%

More / wider exit points from platforms required 37 2%

Improve wayfinding in station 34 2%

Additional entrance / exit required 31 2%

Long wait times for trains / review frequency of services 28 1%

Station dirty / unpleasant 24 1%

Station / entrance hall requires expansion 20 1%Better communication with passengers required - e.g. alerts before arrival at station if station closed, announcements

for how long station will be closed for, announcements inaudible outside station19 1%

Trains too crowded 18 1%

Suggest separate entrance / exits for Central and Piccadilly lines 17 1%

Suggest making (main) station entrance / exit directional in the peaks 15 1%

Station needs renovation 12 1%

No step free access 8 0%

More ticket machines / ticket office needed 7 0%

Don't shut station for works 6 0%

Difficult to see information board on platform 3 0%

Put all ticket machines together 2 0%

No comment 533 28%

Q15 Do you have any comments about your experience of using Holborn station you would like to share?

steerdaviesgleave.com

holborn station user survey - tfl consultations · it was acceptable to leave the survey open...

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