Quality indicators impact on overall citizen satisfaction

BEST Survey 2014

Page 2

Impact on satisfaction - Stockholm

0,27

0,17

0,15

0,15

0,14

0,09

0,08

0,0 0,1 0,2 0,3 0,4

Public transport mostly runs on schedule

I am satisfied with the number of departures

I normally get a seat when I travel with public transport

Transfers are easy

I feel secure on board busses and trains

The staff behaves nicely and correctly

It is easy to get the information needed when planning a trip

Page 3

Impact on satisfaction - Stockholm

Indicators ranked by importance

Performance

Impa

ct o

n sa

tisfa

ctio

n

1. Public transport mostly runs on schedule

2. I am satisfied with the number of departures

3. I normally get a seat when I travel with public transport

4. Transfers are easy

5. I feel secure on board busses and trains

6. The staff behaves nicely and correctly

7. It is easy to get the information needed when planning a trip

1

234 5

6 7

0,0

0,1

0,2

0,3

0,4

0% 25% 50% 75% 100%

Page 4

Impact on satisfaction - Oslo

0,25

0,20

0,14

0,12

0,10

0,09

0,07

0,0 0,1 0,2 0,3 0,4

Public transport mostly runs on schedule

Transfers are easy

I am satisfied with the number of departures

I feel secure on board busses and trains

Nearest stop is close to where I live

I normally get a seat when I travel with public transport

Waiting time is short at transfers

Page 5

Impact on satisfaction - Oslo

Indicators ranked by importance

Performance

Impa

ct o

n sa

tisfa

ctio

n

1. Public transport mostly runs on schedule

2. Transfers are easy

3. I am satisfied with the number of departures

4. I feel secure on board busses and trains

5. Nearest stop is close to where I live

6. I normally get a seat when I travel with public transport

7. Waiting time is short at transfers

1

2

34

567

0,0

0,1

0,2

0,3

0,4

0% 25% 50% 75% 100%

Page 6

Impact on satisfaction - Helsinki

0,20

0,17

0,15

0,09

0,09

0,09

0,08

0,07

0,06

0,0 0,1 0,2 0,3 0,4

I am satisfied with the number of departures

Public transport mostly runs on schedule

Transfers are easy

Waiting time is short at transfers

I am not afraid of traffic accidents when using public transport

It is easy to get the information needed when planning a trip

I feel secure on board busses and trains

The busses and trains are modern

Nearest stop is close to where I live

Page 7

Impact on satisfaction - Helsinki

Indicators ranked by importance

Performance

Impa

ct o

n sa

tisfa

ctio

n

1. I am satisfied with the number of departures

2. Public transport mostly runs on schedule

3. Transfers are easy

4. Waiting time is short at transfers

5. I am not afraid of traffic accidents when using public transport

6. It is easy to get the information needed when planning a trip

7. I feel secure on board busses and trains

8. The busses and trains are modern

9. Nearest stop is close to where I live

1

23

4 5678 9

0,0

0,1

0,2

0,3

0,4

0% 25% 50% 75% 100%

Page 8

Impact on satisfaction - Copenhagen

0,23

0,22

0,20

0,09

0,09

0,07

0,0 0,1 0,2 0,3 0,4

Public transport mostly runs on schedule

Transfers are easy

I am satisfied with the number of departures

Waiting time is short at transfers

The staff behaves nicely and correctly

I feel secure on board busses and trains

Page 9

Impact on satisfaction - Copenhagen

Indicators ranked by importance

Performance

Impa

ct o

n sa

tisfa

ctio

n

1. Public transport mostly runs on schedule

2. Transfers are easy

3. I am satisfied with the number of departures

4. Waiting time is short at transfers

5. The staff behaves nicely and correctly

6. I feel secure on board busses and trains

12

3

4 56

0,0

0,1

0,2

0,3

0,4

0% 25% 50% 75% 100%

Page 10

Impact on satisfaction - Geneva

0,22

0,15

0,13

0,11

0,08

0,08

0,08

0,07

0,0 0,1 0,2 0,3 0,4

I am satisfied with the number of departures

Transfers are easy

The information is good when traffic problems occur

I feel secure on board busses and trains

Public transport mostly runs on schedule

The busses and trains are clean

The busses and trains are modern

I feel secure at stations and bus stops

Page 11

Impact on satisfaction - Geneva

Indicators ranked by importance

Performance

Impa

ct o

n sa

tisfa

ctio

n

1. I am satisfied with the number of departures

2. Transfers are easy

3. The information is good when traffic problems occur

4. I feel secure on board busses and trains

5. Public transport mostly runs on schedule

6. The busses and trains are clean

7. The busses and trains are modern

8. I feel secure at stations and bus stops

1

23

4

56 78

0,0

0,1

0,2

0,3

0,4

0% 25% 50% 75% 100%

Page 12

Impact on satisfaction - Bergen

0,31

0,19

0,14

0,09

0,09

0,07

0,06

0,06

0,06

0,0 0,1 0,2 0,3 0,4

I am satisfied with the number of departures

Transfers are easy

Public transport mostly runs on schedule

I normally get a seat when I travel with public transport

Waiting time is short at transfers

The busses and trains are modern

I feel secure on board busses and trains

The staff answers my questions correctly

Nearest stop is close to where I live

Page 13

Impact on satisfaction - Bergen

Indicators ranked by importance

Performance

Impa

ct o

n sa

tisfa

ctio

n

1. I am satisfied with the number of departures

2. Transfers are easy

3. Public transport mostly runs on schedule

4. I normally get a seat when I travel with public transport

5. Waiting time is short at transfers

6. The busses and trains are modern

7. I feel secure on board busses and trains

8. The staff answers my questions correctly

9. Nearest stop is close to where I live

1

2

3

456 78 9

0,0

0,1

0,2

0,3

0,4

0% 25% 50% 75% 100%