best survey results 2013
DESCRIPTION
BEST Survey results 2013. Suggested agenda – BEST Survey 2013 presentation. BEST Benchmarking in European Service of public Transport. ”To be humble enough to admit that there is always something you can learn from others, and ambitious enough to believe that even the BEST can be improved”. - PowerPoint PPT PresentationTRANSCRIPT
BEST 2014BEST 2011BEST 2014
BEST Survey results 2013
BEST 2014
Suggested agenda – BEST Survey 2013 presentation
BEST Survey 2013 Page 2
Suggested agenda
10 min Introduction, and info about the survey
10 min Changes in the PT service / use of PT in your region from March 2012 compared with the year 2013
45 min BEST Survey Results 2013 including Special Topics
10 min Results from BEST key figure database
15 min BEST Seminar 2014 & workshops 2014
BEST 2014
BEST Benchmarking in European Service of public Transport
”To be humble enough to admit that there is always something you can learn
from others, and ambitious enough to believe that even the BEST can be
improved”
BEST Survey 2013 Page 3
BEST 2014
OrganisationSteering committee: Nordic Directors Meeting (NDM)Chairman: Jens Plambeck, SLL/TFVice chair: Pernilla Helander, SLL/TFPlanning committee:• Pernilla Helander, SLL/TF• Marit E. Leite, Ruter• Jesper Wibrand, Movia• Antti Vuorela, HSLPermanent working group: • Key figure database
BEST Survey 2013 Page 4
BEST 2014
Objective & working process
Objective: Strengthen PT organisations’ focus on customers’ needs and expectations & a learning process among public transport professionals
Survey: Benchmarking of citizens perception of public transport service.
Key figure database: Benchmarking of “hard facts”
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Survey results & analysis
NDM
WG Key figure database
BEST Seminar
NDM
Workshops & WG Key figure
database
BEST 2014
• 1.000 interviews with citizens aged 16+ per year
• A continuous web panel survey throughout the year (Jan – Dec), from Nov 2012 (except Geneva and parts of Helsinki)
• Before: A telephone survey conducted March every year from 2001 – 2012
• Perceived quality – 10 dimensions (approx. 27 statements)
• Quality evaluated on a 5-point scale
• Special topic
The Survey
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BEST 2014
Special topics 20131. Use of PT info channels2. Use of ticket media
(electronic travel card, mobile phones, paper)
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BEST 2014
Reporting
BEST Survey 2013 Page 8
https://manager.dapresy.com/manager/
Possible to export to Excel
Key figure report
BEST 2014
BEST Seminar• Exchange of experiences &
networking• Once a year – this year in the
autumn• Discussing the results of the
survey• Special topics • Award given to ”BEST City”• Suggest topics for work shops• Colleagues dinner
BEST Survey 2013 Page 9
BEST 2014
BEST work shops 2013
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1. WG: Key figure database2. WS: How to improve PT-
ridership?3. WS: Pricing & fares4. WS: Travel and traffic
information
Topics 2013:
• One day in-depth discussion• Topics suggested at Seminar,
could also be linked to Special Topic
• All participating cities makes a presentation
Work shops:
BEST 2014
Dimensions believed to affect satisfaction included in the survey
Background variables:• Travel frequency by public transport• PT modes most often used• Main occupation• Gender• Age• Post code (geography)
10. Loyalty
8. Value for money
7. Social image
9. Satisfaction
1. Traffic Supply2. Reliability3. Information4. Staff behaviour5. Personal security/safety6. Comfort
Ridership
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BEST 2014
Page 12
BEST Survey results• 1.000 interviews with citizens
aged 16+ per year
• Since 2001• Approx. 27 statements
1. Traffic Supply2. Reliability3. Information4. Staff behaviour5. Personal safety
6. Comfort7. Social image8. Value for money9. Satisfaction10. Loyalty
Quality dimensions
Overall satisfaction with PT (2013)
Stockholm Oslo Helsinki Copenhagen0
10
20
30
40
50
60
70
80
90
70 %
59 %
78 %
52 %
Development in overall satisfaction
BEST Survey 2013
BEST 2014BEST 2011BEST 2014
City report / prepared for each city(File exported from Dapresy)
BEST 2014BEST 2011BEST 2014
Special topic: PT information channels
BEST 2014BEST 2011BEST 2014
Special topic: Use of ticket media
BEST 2014BEST 2011BEST 2014
BEST Key figure database
BEST 2014BEST 2011BEST 2014
What should we present at the BEST Seminar 2014?
BEST 2014BEST 2011BEST 2014
BEST Seminar & work shops 2014
BEST 2014
Other input we want to give BEST• BEST Survey & Reports
– What do we think could be changed / be improved?
• Special topics 2015– Topics that might be especially interesting for us to include in the 2015 survey?
• Work shops 2014– Any topic that would be especially useful for us to discuss with fellow PT
professionals?
• BEST Seminar 2014 / the seminar in general?– Topics that our organisation might present at the seminar
BEST Survey 2013 Page 19