Cornwall Council area November 2009d3cez36w5wymxj.cloudfront.net/migrated/final_cornwall.pdf · Cornwall Council area November 2009 July 2010 Contacts Ian Wright David Chilvers Passenger

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


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.


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



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)


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?



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


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


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 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


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


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


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)


79 74 74

75 72 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


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


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


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)


68 67 66

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


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)


77 80 80



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


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)


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


60% 30% 6% 2%1%The appropriateness of thespeed (762)

Satisfaction with ‘bus driver’ factorsy y


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)


85 80 79

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


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


% % % % %F (250)


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



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


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


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)


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)


Questionnaire (4)


Documents

Cornwall Council area November 2009d3cez36w5wymxj.cloudfront.net/migrated/final_cornwall.pdf · Cornwall Council area November 2009 July 2010 Contacts Ian Wright David Chilvers Passenger