Go-Ahead Bus Passenger Survey Report - September 2012 - Oxford Bus

8/10/2019 Go-Ahead Bus Passenger Survey Report - September 2012 - Oxford Bus

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Bus Passenger Survey on

Go-Aheads passengers outside the London area

Results for:Oxford Bus

September 2012

Contact: Murray Leader, Research Team, Passenger Focus

2nd Floor, 1 Drummond Gate, Pimlico, London, SW1V 2QY.

Tel: 0300 123 0843 Email: [email protected]


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Contents

Page

Methodology 3

1. Passenger profile 4

.

3. About the journey 10

4. The bus stop 15

5. Waiting for the bus 196. On the bus 21

7. Miscellaneous 28

Appendices (Copy of questionnaire and bus routes sampled) 30

Bus Passenger Survey

Go-Ahead passengers spring 2012Results for

Oxford Bus 2


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Outline of methodology

The survey has been carried out using our established Bus Passenger Survey methodology. This survey programme has measured bus

passengers experiences on bus routes across all of Go-Aheads bus companies within our remit area, i.e. England outside of London.

This report outlines the results for Oxford Bus bus services.

Passenger Focus appointed GfK NOP Ltd to provide the agency support required on the survey.

The Bus Passenger Survey is designed to measure passengers experiences of bus travel, and to be representative by bus passenger

journeys made. Passenger opinion was collected via a self-completion questionnaire. Passengers were asked to rate the journey they had

ust ex erienced. The sam lin rocess used is summarised below further detail is in the methodolo document on our website :

A database of all Oxford Buss services was sourced from ITO World, which collects and makes available the bus journey data shown

by Traveline. Every timetabled journey for every Oxford Bus bus route was listed (except school bus services) and ascribed a value

which took into account an adjustment for passenger turnover on longer routes.

That list of routes was then stacked and sorted by day of week, time, and route. The sample was selected using systematic sampling,

picking every nth event based on the cumulative value attributed to each route within the sorted list (n being the number of shifts

required). Each of the n services selected formed the start time for each shift.

Field workers made as many return trips feasible during their 3 hour shift on the routes selected. They discussed the survey, inviting all

passengers who boarded those services the chance to participate. Passengers wishing to participate were given a questionnaire to

complete after their journey, together with a reply paid envelope. Fieldwork was conducted between the middle of March and the middle of

May 2012 (excluding the Easter school holiday period).

Weighting was applied to offset the effect of differential response rates by age and gender. Weighting was also applied to each bus

In the repor t: A ll resul ts are based on weighted values. The numbers in brackets shown af ter question/category texts are the

actual numbers of responses generating the answer value shown. Where there is less than 75 responses, the result is not shown.

companys results within the Go-Ahead Group so that the Go-Ahead Group level figures are representative by passenger journeys made

on their routes within England outside of London.



Oxford Bus 3


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Passenger profile 1. Passenger profile

Oxford Bus

(543)

Go-Ahead

Group (6586)

Oxford Bus

(543)

Go-Ahead

Group (6586)

% %

Gender

Male 42 37

% %

Time of journey*

Peak traffic hours 36 29

Female 55 59

Not stated 3 3

Age

Out of peak traffic hours 61 69

Not stated 3 3

Basis of travel

16-3453 39

35-59 33 30

60+ 13 29

Not stated

Fare paying passenger 84 35Free pass holder 16 65

Not stated

Having a disability

Yes 11 20

Access to pr iv ate transport

Easy 30 29

Moderate 34 34

Not stated 6 4

m e none 31 33

Not stated 4 4

* note: no surveys before 6 am or after 10 pm.



Oxford Bus 4


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Overall satisfaction 2. Key measures

Overall satisfaction with bus journey

% sat. 2011

49 40 8 2 1Go-Ahead Group (6384)

89 91

45

47

52

46

42

39

5

8

7

3

1

1

1

1

Blue Star (298)

Brighton & Hove (1213)

Go North East (1773)

91

89

91

94

90

92

53

46

54

37

45

38

7

5

5

3

2

2

1

1

Metrobus (768)

Oxford Bus (523)

Oxford Park & Ride (265)

90

92

92

93

91

*

45

46

44

39

36

43

12

9

9

2

3

3

2

6

1

Plymouth Citybus (393)

Southern Vectis (221)

Thames Travel (186)

84

82

87

90

91

*

49 35 12 3 1Wilts & Dorset (534)

Q33. Overall, taking everything i nto account from start to end of this bus journey, how satisfied were you with your bus journey today?

Base: All who gave a rating for thi s question

84 90



Oxford Bus

s area no surveye n

5


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Overall satisfaction 2. Key measures

Overall satisfaction with bus journey by key passenger groups

46 45 5 21Oxford Bus (523)

Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied % sat.

92

2011

91

69

42

41

30

49

50

1

6

5

1

3

4

1

1

Free pass holders (206)

Fare payers (316)

16 to 34 (150)

98

90

90

95

91

91

43

76

37

49

21

51

7

1

7

1

4 1

35 to 59 (161)

60 plus (208)

Male (189)

92

97

89

91

97

90

41

53

50

40

4

5

4

11

Commuting (199)

Non-commuting (298)

92

92

89

94

Q33. Overall, taking everything i nto account from start to end of this bus journey, how satisfied were you with your bus journey today?



Oxford Bus

Base: All who gave a rating for thi s question

6


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Value for money 2. Key measures

Value for money of bus journey (fare-paying passengers only)

% sat. 2011

52 6020 32 17 17 14Go-Ahead Group (2946)

65

48

54

60

57

68

27

18

23

38

30

31

14

20

16

14

16

18

7

16

13

Blue Star (135)


Go North East (718)

46

58

64

49

58

*

14

20

28

32

38

36

14

18

18

18

16

14

22

7

4

Metrobus (285)

Oxford Bus (317)


51

27

48

59

29

*

17

14

21

33

14

27

17

19

19

17

18

24

15

36

9



Thames Travel (99)

Q35. How satisfied were you with the value for money of your journey?

Base: All fare paying passengers who gave a rating for this question

55 6420 35 15 20 9Wilts & Dorset (173)



Oxford Bus

*This area not surveyed i n 2011

7


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Value for money 2. Key measures

Value for money of bus journey by demographic groups (fare-paying passengers only)

20 38 18 16 7Oxford Bus (317)


58

2011

58

17

26

38

37

19

17

18

13

8

7

16 to 34 (148)

35 to 59 (147)

55

62

53

66

22

23

41

39

15

18

14

12

8

7

Female (208)

Commuting (171)

63

62

59

56

Q35. How satisfied were you with the value for money of your journey?

on-commu ng 55 62

Base: All fare paying passengers who gave a rating for this question



Oxford Bus 8


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Value for money expectations 2. Key measures

Single most influence on value for money rating (fare-payers who gave an opinion about value for money)

41

43

21

27

15

9

6

8

18

13

o- ea roup

Blue Star (123)

Cost for distance travelled

44

40

18

42

12

5

6

2

21

11

Go North East (662)

Konectbus (99)

Cost of bus compared to otherforms of transport

Cost in relation to everyday

46

34

42

17

33

21

17

15

10

7

5

4

13

14

23

Oxford Bus (292)


Pl mouth Cit bus 195

items, e.g. a loaf of bread

Comfort/quality of the journey forthe fare paid

42

38

28

25

15

14

7

7

8

16


Thames Travel (92)

Wilts & Dorset (152)

Other reason

Respondent numbers too low to chart result

Q36. What had the biggest influence on the value for money rating you gave in the previous question?



Oxford Bus

Base: Fare-payers who gave a rating for value for money and answered this question

9


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Journey purpose 3. About the journey

Stated journey purpose (%)

39

17

32Travelling to/from work

14

12

26

12

Travelling to/from education

Oxford Bus (513)

11

4

10

10

Leisure trip, e.g day out

Go-Ahead Group (6205)

4

5

5

s me ca ac y

Other

Q7. What is the main purpose of your bus journey today?



Oxford Bus

Base: All who answered this question

10


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Main reason for choosing the bus 3. About the journey

Reason for choosing to t ravel by bus (%)

17

15

15Preferred bus to walking/cycling

12

13

11

ore conven en an car

Cheaper/more convenient than other transport

Oxford Bus (524)

6

12

8

9

Cheaper than car

Other

Go-Ahead Group(6255)

36

45Had no other option

Q9. What was the main reason you chose to take the bus for this jou rney?



Oxford Bus

11


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Ticket used for journey 3. About the journey

1328Elderly person's pass

Free pass or free journey

Ticket used for the journey (%)

1

17

5

2

13

Disable person's pass

Complimentary ticket

Standard single ticketSingle / return tickets

167

2

Standard return ticket

A single deducted from a multi-ticket/carnet

Reduced single/return ticket

61

2

9

1

Bus pass for many companies

Bus pass for that bus company only

Multi-mode travel pass

Oxford Bus (541)


ay passes

26

8

1

4

19

3

Bus pass for many companies

Bus pass for that bus company only

Multi-mode travel pass

Pass / season tickets for longer periods

76Other*

Other

Q3. What type of ticket did you use for this journey?



Oxford Bus

ase: w o answere s ques on

* Includes those who ticked more than one paid ticket type

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Method of buying ticket 3. About the journey

Method of buying ticket (% using that method) Ticket format

A standard paper ticket /pass 49

A plastic card you touched onto the fare machine 47

46

19

52Driver - day of journey

Travel centre/bus stn/booking off.

A photo card ticket /pass you showed the driver 2

A ticket sent to your mobile you showed the

driver0

14

9

11

4

Direct from bus co. (web/phone)

Direct debit through work/college

Other format 0

5

2

4

9

Local shop or post office

Driver - before day of journey

Oxford Bus 329

2

3

ac ne a us s op

Other


Q4. How did you buy that ticket or pass?

Base: all fare-paying passengers

Q5. In what format was your ticket?

Base: all fare-paying passengers



Oxford Bus 13


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Planning the journey 3. About the journey

38Information at the bus sto

Information sources used to p lan journey (% using that source)

9

4

8

4

Direct from bus company website

Mobile app

1

2

1

1

Used Traveline (phone or website)

Local council website

Phoned bus company

1

Asked bus company using Facebook/Twitter

Visited a travel shop


8

57

9

55

Other

Already knew from a previous journey

10None used

Q6. What information sources did you use to help plan your journey today? (please tick all that apply)



Oxford Bus

Base: All survey respondents

14


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Overall rating of bus stop 4. The bus stop

Overall satisfaction with the facilities at the bus stop

Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied % sat. 2011

40

37

44

44

9

13

4

4

3

2

Oxford Bus (528)


84

81

78

77

Q16. Overall, how satisf ied were you with the bus stop?

Base: All who gave a rating for this question



Oxford Bus 15


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Bus stop facilities 4. The bus stop

Extent to which bus stop facilit ies are provided (%)

83

75

83

78

A timetable

A shelter

62

56

61

37

Seating

An electronic display showing when the nextbus is due to arrive

31

21

32

26

A route map

A code so you could use a mobile phone tofind the time of the next bus

Lighting


6

6

15

14

Information on fares

Information on the types of tickets available



Oxford Bus

.


16


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At the bus stop 4. The bus stop

Satisfaction with factors associated with the bus stop

57 31 8 2 3Distance of stop from journey start (527)


88

2011

*

64

36

27

43

8

16

1

3

1

2

Convenience/accessibilty of location (511)

General condition/standard of maintenance(507)

91

79

*

*

43

35

36

40

14

18

5

3

2

4

Freedom from litter (502)

Information provided at stop (503)

79

75

72

*

48 37 11 2 2Personal safety at the stop (502) 86 81

Q15. Thinking about the bus stop itself, how satisfied were you with the following?


*This question not asked in 2011



Oxford Bus 17


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Waiting for the bus 5. Waiting for the bus

How passengers estimated when the bus would arrive (%)

34

32

35

23

Knew buses ran frequently on route

Knew from electronic display at stop

20

13

28Knew from timetable at stop

Did not know when bus was meant to arrive

12

3

21Looked up times in advance

2

6

3

Information bus co. provided directly e.g. mobile app,Facebook

Oxford Bus (529)


Q18. How did you know when the bus was meant to arrive?

Base: All who answered this question (Note more than one answer permissibl e)



Oxford Bus 18


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Satisfaction wi th waiting for the bus

46 31 9 7 7Length of time waiting for bus (520)

.

78 78

Q22. How satisfied were you with each of the following?


Abil ity to board f irst bus (%)

Oxford Bus (538) 2011

Yes 95 96

Q21. Were you able to board the fir st bus y ou wanted to travel on?




Oxford Bus 19


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How waiting time for the bus compared wi th expectation

Much less Little less About time expected Little longer Much longer

15

12

17

17

43

49

15

16

11

6

2012 (531)

2011 (643)

Q20. Thinking abou t the time you waited fo r the bus today, was it....?


For those expecting to wait 5 mins,

their actual times waited were:Oxford Bus (188)

2011

(244)

For those expecting to wait 10 mins,

their actual times waited were:Oxford Bus (145)

2011

(151)

Less than 5 minutes 43% 34% 5 minutes or less 41% 52%

5 minutes 26% 39% 6 to 9 minutes 12% 10%

10 minutes 27% 25%

6 to 9 minutes 5% 11%

Q17. How long di d you wait for the bus. Q19. How long did you expect to wait fo r the bus?

11 to 15 minutes 6% 5% 16 to 20 minutes 10% 2%

Over 15 minutes 9% 1% Over 20 minutes 4% 4%



Oxford Bus 20

* Five and ten minutes were the most commonly mentioned expected waiting times


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On the bus 6. On the bus

Satisfaction with on-bus factors: part 1

58 28 10 2 2External route & destination info 513

Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied % sat. 2011

95

46 39 12 21

External cleanliness & condition (514) 85 90

63

61

29

26

6

9

1

3

1

1

Ease getting onto and off the bus (526)

Length of time to board bus (521) 87 93

Q23 Thinking about when the bus arrived, please indicate how satisfied you were with each of the following?




Oxford Bus 21


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On the bus 6. On the bus

Satisfaction with on-bus factors: part 2

38 46 12 2 2Cleanliness & condition inside the bus (532)


84

2011

86

23

53

39

36

31

7

5

3

2

2

Information provided inside bus (465)

Availability of seating /space to stand (522)

63

89

74

92

35

32

44

41

15

17

5

8

1

2

Comfort of the seats (523)

Amount of personal space (521)

79

73

85

*

*

38

48

41

40

12

11

5 3

1

Temperature inside the bus (526)

Personal security whilst on bus (515)

80

87

80

88

Q24 Thinking about whilst y ou were on the bus, please indicate how satisf ied you were with each of the following?


*



Oxford Bus

22


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The bus driver 6. On the bus

Satisfaction wi th bus dr iver factors

60 32 7 11Stopping near to the kerb/bus stop (516)

Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied Oxford

Bus

92

2011

*

55

43

36

32

7

19

1

6

1

1

Driver's appearance (510)

Greeting/welcome from the driver (516)

91

75

90

*

45

43

30

38

20

15

3

4

2

1

Driver's helpfulness and attitude (503)

Time driver gave you to get to your seat (511)

75

81

88

*

56 34 8 11

moo ness an ree om rom o ng

Safety of driving (appropriateness of thespeed, driver concentrating) (517)

90 *

Q32. Thinking about the driver, please indicate how satisfied you were with each of the following?


*This question not asked in 2011



Oxford Bus 23


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Anti-social behaviour during journey 6. On the bus

Incidence of concern during the journey caused by behaviour of other passengers (% saying yes)

5

9

Blue Star (309)


3

10

Konectbus (213)

Metrobus (788)

5

5

6

Oxford Bus (543)



12

2


Thames Travel (193)

Q26. Did other passengers behaviour give you cause to worry or make you feel uncomfortable during your journey?



Oxford Bus

24


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Satisfaction with the journey time 6. On the bus

Satisfaction with journey time on the bus

49 35 10 3 22012 (528)

Q29. How satisfied were you with the length of time your journey on the bus took?


Comparison between passengers expected & actual on-bus journey times

Up to 15 min expected Over 15 min expected

Oxford Main GAtotal Oxford Main GAtotalActual journey times

(291)

(3266)

(232)

(3061)

More than 10 min shorter 1% 1%

6 to 10 min shorter 0% 0% 2% 3%

1 to 5 min shorter 8% 6% 11% 8%As expected 69% 80% 74% 71%

1 to 5 min longer 14% 9% 5% 9%

6 - 10 min longer 4% 3% 5% 5%

More than 10 min longer 4% 1% 1% 3%



Oxford Bus 25

Q27. How long was your journey on this bus? Q28. How long did you expect your journey on the bus to take?


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Factors affecting the journey length 6. On the bus

Factors affecting journey length

% saying yes note more than one answer permissible

2021

14

10

15

8

4 4

7

43

7

Congestion/traffic jams

Road works Bus driverdriving too

slowly

Poor weatherconditions

Bus waiting toolong at bus

stops

Timepassengers took

to board

-



Oxford Bus

.


26


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Availability of information inside the bus 6. On the bus

Presence of information inside the bus (% saying yes)

29

20A timetable

28

26

28A map of the bus route / journey

22

38

24

n orma on a ou c e s ares

Details of how to make a complaint if you had one

10

3

31An electronic display e.g. showing the next bus stop

Audio announcements e.g. saying the next bus stop Oxford Bus (543) Go-Ahead Group (6586)

Q31. Were an of these i tems of informat ion resent on the bus?



Oxford Bus

.

Base: All survey r espondents

27


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Awareness of facilities available 7. Miscellaneous

Awareness of faci li ties avai lab le f rom the bus company

82 10 9Weekly/monthly/annual season tickets

Ke Smartcard

74

60

12

27

14

13

Online timetables on the company website

Multi-trip offers/special tickets

35

33

50

54

15

13

A website adapted for use with a mobile

Ability to sign up for e-newsletter

27

23

59

62

14

14

Ability to check on Facebook for disruption

Ability to check on Twitter for updates

Yes No Not stated



Oxford Bus

.

Base: All survey respondents (543)

28


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Factors preventing more bus journeys being made 7. Miscellaneous

Factors f requently stopping bus journeys being made

% saying yes to each stated reason (i.e. it has f requently s topped them making journeys by bus )

32The places you can reach by bus

30

26

The frequency of the buses in the area

The cost of using buses

22

19

How long journeys take when going by bus

The reliability of buses

7

6

The comfort of buses

A concern for your personal safety on buses

Q39. Have any of the following frequently stopped you making journeys by bus?



Oxford Bus

ase: survey respon en s

29


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Appendix 1 Questionnaire (1) Appendices



Oxford Bus 30


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Oxford Bus 31


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Oxford Bus 32


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Oxford Bus 33


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Appendix 2 Bus routes sampled for Oxford Bus Appendices

Shown below are the list of shi fts undertaken

ou e pera or ame ee ay ee en

2 OxfordBusCompany 1 1

3 Oxford

Bus

Company 2

4 OxfordBusCompany 1

5 Oxford

Bus

Company 5 2

6 Oxford

Bus

Company 2

x or us ompany

13 Oxford

Bus

Company 2

35 OxfordBusCompany 4 1

4A OxfordBusCompany 2 1

X13 Oxford

Bus

Company 1 1

X2 Oxford

Bus

Company 1

X3 OxfordBusCompany 1 1



Oxford Bus 34

Documents

Go-Ahead Bus Passenger Survey Report - September 2012 - Oxford Bus