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BUS PASSENGER SURVEY – SwindonBUS PASSENGER SURVEY RESULTS FOR:November 2009

BUS PASSENGER SURVEY RESULTS FOR:

Swindon Borough 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: Swindon 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 Bus Driver 13

Value for Money 14

Peak / non peak comparison 15

Key drivers of overall satisfaction 16

S ti f ti d I t 17Satisfaction and Impact 17

Appendix - The Questionnaire 18-21


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 Swindon and compares them to the results for all Urban areas and to all areas surveyed.

Bus Passenger Survey: Swindon report. July 2010 1

Sample Profile

Swindon Urban Areas All Areas Swindon Urban

Areas All Areas

SAMPLE 970 5455 18828 SAMPLE 970 5455 18828% % % % % %

SEX JOURNEY PURPOSE Male 29 30 31 Commute 40 39 39Female 67 66 65 Shopping 30 33 33Not stated 4 4 4 Visiting friends/relatives 9 8 9

Sport/entertainment 2 2 2AGE Day out 2 3 316-25 14 15 16 Travel to/from holiday 0 0 026-34 11 10 9 Personal business 6 4 435-44 15 13 12 Company business 0 1 145-54 15 15 15 Other 6 5 555-59 8 8 860+ 33 35 36 REGULAR TRAVELLER

Yes (6 or more journeys in last 2 weeks) 49 47 49Yes (6 or more journeys in last 2 weeks) 49 47 49DISABILITY No 47 49 47Yes 19 18 19 Not stated 4 4 4No 69 71 69Not stated 12 12 11

OTHER POSSIBLE MODESTIME OF TRAVEL Car (passnger) 28 26 26Peak (before 9:30 or between 4pm andPeak (before 9:30 or between 4pm and 7pm) 32 39 38 Car (driver) 20 16 16

Off peak (between 9:30am and 4pm or after 68 61 62 Train 1 5 7Taxi 24 21 20

CONCESSIONARY FARE Bicycle 10 6 6Concession 36 36 36 On foot/walking 28 35 32No concession 63 64 63 Metro/light rail/tram 0 0 1

C h 0 0 0Coach 0 0 0Motorbike 1 1 0Other 4 4 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.


Overall SatisfactionOverall satisfaction with bus journey % very/fairly

satisfied

9147% 44% 6% 2%1%Swindon (920)

90

88

48%

47%

42%

42%

6%

7%

3%

3%

1%

1%

Urban Areas (5227)

All Areas (17989)

65% 31% 3%1%F h ld (450)

Overall journey satisfaction by key passenger groups for Swindon

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

65%

37%

22%

31%

51%

57%

8%

15%

3%

5% 1%

3%1%

1%

Free pass holders (450)

Fare-payers (465)

Age 16-25 (105)

97

88

79

29%

43%

58%

65%

54%

49%

36%

32%

14%

4%

2%

2%

3%

2%

1%

2%1%

2%

1%

Age 26-34 (83)

Age 35-54 (236)

Age 55-59 (63)

Age 60+ (424)

83

92

94

97

36%

53%

52%

40%

7%

6%

4%

2%

1%

g ( )

Peak travel (263)

Non peak travel (657)


88

93



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)

42%

6%

32%

6%

31%

5%

Printed bus timetable

Online bus timetable from bus company website

Swindon Urban Areas

All Areas

Printed bus timetable 97 92 89

(% very/fairly satisfied)

1%

0%

1%

0%

1%

0%

Traveline website

Transport Direct website

Online bus timetable 84 87 88

Traveline website - - 87

Transport Direct website

- - 89

1%

0%

0%

0%

0%

1%

Other website

Phoned bus company

website

Other website - - 90

Phoned bus company - - 77

Phoned local council - - -0%

3%

45%

0%

4%

0%

3%

Phoned local council

Other

Q7. How satisfied were you with the information sources you used?

45%52%

55%None

Swindon (970) Urban Areas (5455) All Areas (18828)


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

12%

5%

33%

16%

9%

17%

9%

Single ticket paid for in cash

Return ticket paid for in cash

33%

4%

3%

33%

3%

3%

33%

4%

3%

Free bus pass for the elderly

Free bus pass for people with a disability

Discount ticket (student/other)

10%

1%

21%

9%

1%

19%

3%

7%

1%

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

4%

5%

19%

3%

5%

18%

4%

4%

Bus pass valid for more than one day

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?



Method of Buying Ticket

51%

Method of buying ticket Rating the ease of buying a ticket using that method(% very/fairly easy)

51%

11%

24%

57%

8%

17%

56%

14%

From the driver today

From a driver before today

From a travel of f ice/travel

Swindon Urban Areas

All Areas

F h d i d 96 9 9

( y y y)

0%

1%

17%

3%

4%

13%

2%

4%

centre/bus station/booking of fice

From a website

From a local shop or post of f ice

From the driver today 96 97 97

From a driver before today 96 92 95

Travel office/centre/bus 89 85 860%

11%

0%

9%

4%

1%

7%

From a machine at the bus stop

Other

station/booking office 89 85 86

From a website - 96 89

From a local shop/post office 88 881%2%2%

None


From a local shop/post office - 88 88

From machine at bus stop - - 88

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 Stop FacilitiesFacilities at the bus stop (% saying facility was available)

77%72%

70%A shelter

24%

73%

24%

62%

18%

62%

An electronic display showing length of time till next bus is due to arrive

A timetable

39%

32%

28%

62%

19%A route map

19%

25%

19%

25%

18%

Lighting

A code so I can use a mobile phone to find the time of the next bus


Q11. Which of the following were available at the stop where you caught this bus?


Satisfaction with Bus Stop% very/fairly

31% 45% 12% 8% 4%Swindon (912)

Overall satisfaction with bus stop facilitiesy y

satisfied

76

28%

26%

44%

43%

14%

15%

8%

9%

6%

7%

Urban Areas (5018)

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

71

70


56% 35% 7% 1%1%The timetable information

Satisfaction with bus stop facilities

Q13. Overall, how satisfied were you with the facilities at the bus stop?

91 87 86

% very/fairly satisfiedSwindon Urban Areas All Areas

56%

55%

61%

35%

34%

27%

7%

10%

6% 3%

1%

1%1%

3%

provided (636)

Any route maps provided(313)

Any electronic information e.g.showing time of next bus (205)

91 87 86

89 86 85

88 88 88

45%

41%

39%

38%

9%

15%

5%

4%

2%

2%

g ( )

The provision of shelter (667)

Your personal safety at thebus stop (889)

84 83 83

79 77 78

34%

31%

39%

39%

15%

17%

8%

9% 4%

4%The cleanliness and freedom

from graffiti (821)

The amount of litter (781)


73 73 74

69 69 71



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

Swindon Urban Areas All Areas

Length of time waited for bus(% waiting for…)

Under 2 mins 14 14 13

2-5 mins 44 38 37

More than 5 mins, and up to 10 mins 26 28 29

More than 10 mins and up to 15 mins 8 10 10More than 10 mins and up to 15 mins 8 10 10

More than 15 mins 4 7 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

11%

12%

71%

67%

15%

17%

3%

4%

Swindon (970)

Urban Areas (5455)

12% 66% 18% 4%All Areas (18828)

Less time than you expected About the length of time you expected Longer than you expected No answerLess time than you expected About the length of time you expected Longer than you expected No answer


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


42% 38% 11% 5% 3%The length of time you had to

wait for the bus (886) 80 78 75

46% 38% 8% 6% 2%Whether the bus arrived ontime (851)

The frequency of buses on this

84 77 74

42% 34% 8% 8% 8%The frequency of buses on thisroute (863)


76 71 66

Q19. How satisfied were you with each of the following?


On the bus

68% 28% 3%1%1%The ease of getting on and off the

Satisfaction with ‘on the bus’ factors

96 95 94

% very/fairly satisfiedSwindon Urban

AreasAll Areas

68%

66%

28%

27% 5%

3%1%

2%

1%bus (937)

The information provided on theoutside of the bus (route number

and destination) (913)

96 95 94

93 91 91

54%

42%

35%

42%

6%

13%

3%

3%

2%

1%

Being able to get a seat (911)

Your personal security whilst onthe bus (885)

89 89 89

84 83 83

44%

40%

39%

41%

10%

11%

6%

6%

2%

2%

Room for all the passengers to sitor stand (900)

The temperature inside the bus(895)

83 83 84

81 81 81

36%

36%

43%

43%

14%

12%

6%

6% 2%

1%The cleanliness and condition of

the outside of the bus (897)

The cleanliness and condition ofthe inside of the bus (892)

79 82 80

79 80 78

33% 44% 14% 7% 2%

the inside of the bus (892)

The comfort of the seats (903)


77 76 76



Q20. Thinking about the bus journey itself, please indicate how satisfied you were with each of the following?

11

On the bus

46% 38% 10% 4%2%The length of time your journeytook (910)

Satisfaction with ‘on the bus’ factors: length of journey and provision of information % very/fairly satisfied


84 83 82

35% 38% 23% 3%2%The information providedinside the bus (832) 73 68 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….

52%48%

56%50%

Swindon sample size to small to chart Swindon sample size to small to chart

37%41%

22%

10%

34%41%

29%

41%35%

21%

10%

30%34%

25%

48% 45%

22%

13%

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

Swindon (46)* Urban Areas (300) All Areas (1154)

Timetable information

Route information Electronic information

Audio information Another type of information

Swindon (32)* Urban Areas (265) All Areas (1035)( ) ( ) ( )


Q21. Why were you dissatisfied with the time the journey took? *Sample size for Swindon 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 Swindon too small to be charted

12

The Bus Driver


47% 41% 9% 2%1%The appropriateness of thespeed (887)

Satisfaction with ‘bus driver’ factorsy y


88 88 87

46%

50%

41%

37%

9%

12%

4%

1%

1%

1%

Your feeling of safety fromroad accidents during the

journey (884)

The driver's appearance

87 88 87

87 88 8750%

48%

37%

35%

12%

12% 3%

1%1%

2%

(892)

The helpfulness and attitudeof the driver (896)

The smoothness and

87 88 87

83 84 82

38% 40% 12% 7% 3%The smoothness and

freedom from jolting duringyour journey (899)


78 79 79

Q23. Thinking about the driver, please indicate how satisfied you were with each of the following?


Value for Money

38% 28% 14% 10% 10%Swindon (749)

Satisfaction with value for money of your journey % very/fairly satisfied

66

38%

40%

27%

27%

13%

13%

11%

10%

11%

10%

Urban Areas (4074)

All Areas (13974)

65

67


% % % % %F (455)


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 Swindon

26%

71%

15%

30%

22%

18%

18%

5%

17%

14%

2%

24%

13%

27%

Fare-payers (455)

Free pass holders (291)

Age 16-25 (101)

56

93

32

23%

29%

46%

69%

33%

33%

33%

25%

16%

19%

14%

4%

14%

10%

5%

2%

2%

15%

9%

Age 26-34 (81)

Age 35-54 (227)

Age 55-59 (59)

Age 60+ (257)

55

62

79

93

31%

42%

23%

31%

20%

11%

17%

7% 10%

10%

Age 60 (257)

Peak travel (247)

Non peak travel (502)

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

53

73



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 – Swindon

53%

73%

The value for money of

your journey

74%

76%

87%

Room for all the

passengers to sit or stand

The length of 76%

70%

88%

The length of time your

journey took

The comfort

77%

81%

86%

of the seats

The helpfulness and attitude 86%and attitude of the driver

Peak Off-peak


Key drivers of overall satisfactionImpact of individual factors on overall satisfaction with bus journey – Swindon Borough 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.

Swindon

Urban Areas

All areas

The Length Of Time Your Journey TookThe Length Of Time You Had To Wait For The BusThe Comfort Of The SeatsThe Value For Money Of Your JourneyThe Ease Of Getting On And Of f The BusOthers

16Bus Passenger Survey: Swindon report. July 2010

Satisfaction and ImpactpSatisfaction with individual factors and their impact on overall journey satisfaction

Swindon Borough Council area

Length of time waited at stop

PunctualityComfort of seats Ease of getting on / off

Journey time

Value for moneySmoothness of the ride

Priorities for improvementMore

t

Personal safetyat stop

Service frequency Getting a seat

Cleanliness outside of bus

Appropriateness of speed

Helpfulness/ attitude of driver

Feeling safe from accidents

I m p

a c

t

Real time at stop Route map provided at stop

Cleanliness at stop Shelter at stop Timetable information at stopRoom for everyone to sit / stand

Cleanliness inside busInformation inside bus

Temperature

Personal security on bus

Driver appearance

Litter at stop

Information on outside of bus

Temperatureon bus

S a t i s f a c t i o nLower Higher

Less

17Bus Passenger Survey: Swindon report. July 2010

S a t i s f a c t i o nLower Higher

Questionnaire (1)


Above is a copy of the questionnaire, used in November 200918

Questionnaire (2)

Bus Passenger Survey: Swindon report. July 2010 19Above is a copy of the questionnaire, used in November 2009

Questionnaire (3)


Questionnaire (4)


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