stagecoach in hamppyshire county council...

BUS PASSENGER SURVEY – STAGECOACHBUS PASSENGER SURVEY RESULTS FOR:

November 2009Stagecoach inHampshire County Council areap y

July 2010

Ian WrightContacts David Chilvers

July 2010

Passenger 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: Stagecoach in Hants CC 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 STAGECOACH in Hampshire County Council area and compares them to the results for all Hampshire County Council area and to all County areas surveyed.

Bus Passenger Survey: Stagecoach in Hants CC report. July 2010 1

Sample Profile

STAGE COACH Hants CC Counties

STAGE COACH Hants CC Counties

SAMPLE 524 1373 5320 SAMPLE 524 1373 5320% % % % % %

SEX JOURNEY PURPOSE Male 30 31 30 Commute 41 34 34Female 67 65 66 Shopping 31 37 36Not stated 3 4 4 Visiting friends/relatives 7 7 8

Sport/entertainment 2 2 2AGE Day out 2 3 3y16-25 14 12 13 Travel to/from holiday 0 0 026-34 8 8 8 Personal business 3 3 435-44 7 7 10 Company business 1 1 145-54 12 11 14 Other 6 6 655-59 8 7 860+ 48 52 43 REGULAR TRAVELLER

Yes (6 or more journeys in last 2 weeks) 50 47 44( j y )DISABILITY No 44 47 51Yes 19 21 20 Not stated 6 6 5No 70 68 69Not stated 11 11 11

OTHER POSSIBLE MODESTIME OF TRAVEL Car (passnger) 27 25 27Peak (before 9:30 or between 4pm and 52 41 41 C (d i ) 21 20 23( p7pm) 52 41 41 Car (driver) 21 20 23

Off peak (between 9:30am and 4pm or after 48 59 58 Train 8 6 6Taxi 16 17 17

CONCESSIONARY FARE Bicycle 5 6 7Concession 45 52 42 On foot/walking 34 34 31No concession 55 48 57 Metro/light rail/tram 0 0 0

Coach 1 0 1Coach 1 0 1Motorbike 1 1 1Other 4 5 5

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 Satisfaction

47% 43% 7% 2%1%STAGECOACH (513)

Overall satisfaction with bus journey % very/fairly satisfied

90

51%

49%

39%

39%

6%

7%

2%

3%

1%

1%

Hants CC (1326)

Counties (5086)

90

88

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

58% 37% 3% 1%1%F h ld (205)

Overall journey satisfaction by key passenger groups for STAGECOACH in Hampshire CC 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

58%

39%

21%

37%

48%

55%

3%

9%

17%

3%

5%

1%1%

1%

1%

Free pass holders (205)

Fare-payers (306)

Age 16-25 (80)

95

87

76

38%

62%

51%

34%

8%

3%

3%

1%

Age 26-34 (45)

Age 35-54 (108)

Age 55-59 (41)

Age 60+ (229)

89

96

Sample size too low

Sample size too low

43%

53%

47%

39%

7%

6%

3%

1%

1%

1%

g ( )

Peak travel (275)

Non peak travel (238)


89

92



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)

32%

6%

35%

6%

36%

6%

Printed bus timetable

Online bus timetable from bus company website

STAGECOACH Hants CC Counties

Printed bus timetable 90 91 90

(% very/fairly satisfied)

1%

0%

1%

0%

1%

0%

Traveline website

Transport Direct website

Online bus timetable - 83 85

Traveline website - - 81

Transport Direct website

- - -

1%

1%

0%

0%

0%

1%

Other website

Phoned bus company

Other website - - -

Phoned bus company - - -

Phoned local council - - -

0%

3%

0%

3%

0%

3%

Phoned local council

Other

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

53%50%50%

None

STAGECOACH (524) Hants CC (1373) Counties (5320)


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

11%

7%

42%

10%

8%

48%

15%

14%

39%

Single ticket paid for in cash

Return ticket paid for in cash

Free bus pass for the elderly

3%

2%

3%

4%

2%

3%

39%

3%

2%

Free bus pass for people with a disability

Discount ticket (student/other)

One day bus pass

1%

19%

3%

3%

1%

16%

3%

0%

15%

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

Travel pass covering bus and other modes of 3%

10%

2%

6%

2%

5%

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

41%

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

41%

23%

10%

48%

21%

9%

60%

16%

From the driver today

From a driver before today

From a travel of f ice/travel


F h d i d 100 99 9

( y y y)

2%

0%

9%

1%

1%

7%

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 100 99 97

From a driver before today 96 96 97

Travel office/centre/bus 72 76

12%

11%

8%

10%

1%

5%

8%

From a local shop or post of f ice

From a machine at the bus stop

Other

station/booking office - 72 76

From a website - - -

From a local shop/post office2%2%

8%

2%None


From a local shop/post office - - -

From machine at bus stop - - -

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)

76%75%

65%A shelter

24%

67%

18%

62%

12%

55%

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

A timetable

18%

22%

14%

55%

14%A route map

5%

20%

5%

20%

5%

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% er /fairl

25% 45% 17% 8% 4%STAGECOACH (484)

Overall satisfaction with bus stop facilities % very/fairly satisfied

71

27%

25%

44%

41%

17%

17%

8%

11%

5%

7%

Hants CC (1261)

Counties (4843)

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

70

65


46% 41% 11% 2%Any route maps provided (89)

Satisfaction with bus stop facilities

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

86 87 83

% very/fairly satisfiedSTAGECOACH Hants CC Counties

46%

54%

45%

41%

29%

38%

11%

3%

8%

2%

6%

7% 6%

2%

Any route maps provided (89)

Any electronic information e.g.showing time of next bus (115)

The provision of shelter (360)

86 87 83

84 85 83

84 84 82

48%

44%

34%

36%

10%

16%

4%

2%

3%

2%

The timetable informationprovided (331)

Your personal safety at thebus stop (470)

83 86 84

80 79 78

38%

32%

39%

43%

13%

14%

8%

8% 3%

3%The cleanliness and freedomfrom graffiti (434)

The amount of litter (417)


77 76 74

75 74 72



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


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

Under 2 mins 9 10 12

2-5 mins 37 37 36

More than 5 mins, and up to 10 mins 30 30 30

More than 10 mins and up to 15 mins 12 12 10More than 10 mins and up to 15 mins 12 12 10

More than 15 mins 8 8 8

Not sure 0 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%

10%

66%

68%

20%

19%

4%

4%

STAGECOACH (524)

Hants CC (1373)

11% 67% 18% 4%Counties (5320)

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 satisfiedSTAGECOACH Hants CC Counties

38% 37% 11% 7% 7%The length of time you had towait for the bus (491) 74 75 75

37% 36% 11% 8% 9%Whether the bus arrived ontime (469)

The frequency of buses on this

73 74 75

34% 38% 9% 9% 10%The frequency of buses on thisroute (476)


72 70 67

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


On the bus

65% 29% 4% 1%1%The ease of getting on and off the

Satisfaction with ‘on the bus’ factors

94 94 93

% very/fairly satisfiedSTAGE COACH

Hants CC Counties

65%

64%

29%

29%

4%

4%2%

1%

1%

1%bus (507)

The information provided on theoutside of the bus (route number

and destination) (497)

94 94 93

93 92 90

55%

44%

35%

43%

6%

11%

3%

1%

1%Being able to get a seat (496)

Your personal security whilst onthe bus (486)

90 91 90

87 87 85

47%

35%

37%

50%

10%

11%

4%

4%

2%Room for all the passengers to sit

or stand (493)

The cleanliness and condition ofthe outside of the bus (488)

85 86 85

85 84 80

35%

30%

49%

51%

10%

13% 4%

5%

2%

The cleanliness and condition ofthe inside of the bus (493)

The comfort of the seats (494)

84 85 81

81 81 78

38% 42% 13% 5% 2%The temperature inside the bus

(488)


80 83 82



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

11

On the bus

46% 38% 9% 3%3%The length of time your journeytook (498)

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

Hants CC Counties

84 86 83

24% 44% 26% 4%1%The information providedinside the bus (428) 69 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….

51% 49%

58% 55%

31%35%

23%

9%

31% 28% 29%36%

40%

17%11%

26% 28% 24%

49%

38%

12%18%

43%

13% 10%

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

STAGECOACH (33)* Hants CC (83) Counties (324)

Timetable information

Route information Electronic information

Audio information Another type of information

STAGECOACH (21)* Hants CC (62) Counties (309)( ) ( ) ( )


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

12

The Bus Driver


55% 34% 9% 1%The driver's appearance(499)

Satisfaction with ‘bus driver’ factorsy y


89 90 88

47%

45%

40%

41%

9%

9%

3%

4%

1%

1%

Your feeling of safety fromroad accidents during the

journey (498)

The appropriateness of the

87 89 87

86 88 8745%

51%

41%

33%

9%

12%

4%

3%

1%

1%

speed (500)

The helpfulness and attitudeof the driver (496)

The smoothness and

86 88 87

84 86 85

36% 42% 11% 8% 2%The smoothness and

freedom from jolting duringyour journey (499)


78 81 80

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


Value for Money

41% 27% 15% 9% 7%STAGECOACH (414)

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

68

45%

43%

25%

26%

13%

12%

9%

10%

8%

9%

Hants CC (1006)

Counties (3860)

70

69


% % % % %F (292)


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 STAGECOACH in Hampshire CC area

26%

70%

10%

30%

21%

29%

20%

6%

20%

13%

1%

23%

10%

2%

17%

Fare-payers (292)

Free pass holders (121)

Age 16-25 (78)

57

92

40

31%

72%

32%

21%

20%

5%

10%

1%2%

7%

Age 26-34 (45)

Age 35-54 (103)

Age 55-59 (36)

Age 60+ (144)

63

93

Sample size too low

Sample size too low

37%

46%

27%

27%

18%

12%

9%

10% 5%

9%

g ( )

Peak travel (244)

Non peak travel (170)

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

64

74



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 – STAGECOACH in Hampshire CC area

78%

91%

Any electronic information e.g.

showing time of next bus

79%

63%

91%

Room for all the passengers to sit or

stand

The information 63%

64%

75%

The information provided inside the

bus

The value for money

76%

74%

85%

yof your journey

The temperature inside the bus 85%s de t e bus

Peak Off-peak


Key drivers of overall satisfactionImpact of individual factors on overall satisfaction with bus journey – Stagecoach in Hampshire CC 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.

Stagecoach in Hants CC

Hants CC

CountiesCounties

Whether The Bus Arrived On TimeThe Helpfulness And Attitude Of The DriverpThe Length Of Time Your Journey TookThe Cleanliness And Condition Of The Inside Of The BusYour Feeling Of Safety From Road Accidents During The JourneyOthers

16Bus Passenger Survey: Stagecoach in Hants CC report. July 2010

Satisfaction and Impact

M

Satisfaction with individual factors and their impact on overall journey satisfaction

Stagecoach in Hampshire County Council area

Personal safety at stop

Punctuality

Getting a seat

Cleanliness inside busJourney time Helpfulness / attitude of driver

Feeling safe from accidents

Priorities for improvementMore

Route map provided at stop

y p

Length of time waited at stop

Getting a seat

Comfort of seatsValue for money

Impa

ct

Litter at stop

Ease of getting on / offTemperature on bus

Personal security on bus

A i t f d

Smoothness of the ride

Real time at stopTimetable

Service frequency

Room for everyone to sit / stand

Information on outside of busInformation inside bus

Appropriateness of speed

Driver appearance

S ti f ti

Cleanliness at stopShelter at stop

Timetableinformation

at stop

Cleanliness outside of busLess

Lower HigherSatisfaction

17Bus Passenger Survey: Stagecoach in Hants CC report. July 2010

Lower Higher

Questionnaire (1)


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

Questionnaire (2)

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

Questionnaire (3)


Questionnaire (4)


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