7/30/2019 VRLO VANO final_syptesheffieldcommunitytransportJuly10
1/22
BUS PASSENGER SURVEY SHEFFIELD
BUS PASSENGER SURVEY RESULTS FOR:
COMMUNITY TRANSPORT
Sheffield Community Transport inSouth Yorkshire PTE area
July 2010
Ian WrightContacts David ChilversPassenger Focus2nd Floor, One Drummond Gate,Pimlico,London SW1V 2QY
Continental ResearchKingsbourne House229-231 High HolbornLondon WC1V 7DA
Bus Passenger Satisfaction Survey: Sheffield Community Transport inSYPTE report. July 2010
Email: [email protected]
Email: [email protected]
7/30/2019 VRLO VANO final_syptesheffieldcommunitytransportJuly10
2/22
Contents
Page
Methodology 1
Sample profile 2
Overall Satisfaction 3
Planning the journey 4
Ticketing used for journey 5
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
Key drivers of overall satisfaction 15
Satisfaction and Impact 16
ppen x - e ues onna re -
Bus Passenger Satisfaction Survey: Sheffield Community Transport inSYPTE report. July 2010
7/30/2019 VRLO VANO final_syptesheffieldcommunitytransportJuly10
3/22
Methodology
Passenger Focus undertook a survey of bus passenger satisfaction in the following areas in November 2009:
r an oun y
South Yorkshire Stoke-on-Trent Shropshire
West Yorkshire Brighton Cumbria
Merseyside Medway Kent Cornwall
Swindon Cambridgeshire
The survey used a self-completion questionnaire, which was handed to passengers onboard the bus during their. .
The survey was administered on a pre-selected sample of bus services in each area. The sample of bus serviceswas 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. Asample of services was then selected using a Probability Proportional to Size approach. The results for eachgeographical 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.
This report presents the survey results for SHEFFIELD COMMUNITY TRANSPORT and compares them to theresults for all SYPTE and for all PTE areas surveyed.
Bus Passenger Satisfaction Survey: Sheffield Community Transport inSYPTE report. July 2010
1
7/30/2019 VRLO VANO final_syptesheffieldcommunitytransportJuly10
4/22
Sample Profile
SCT SYPTE PTEs SCT SYPTE PTEs
SAMPLE 241 2084 8053 SAMPLE 241 2084 8053
% % % % % %
SEX JOURNEY PURPOSE
Male 26 26 32 Commute 21 34 41
Female 71 70 64 Shopping 51 35 31
Not stated 3 3 4 Visiting friends/relatives 8 10 10
Sport/entertainment 2 3 3AGE Day out 5 2 2
-
26-34 2 7 9 Personal business 3 5 4
35-44 9 12 12 Company business 1 1 1
45-54 12 16 16 Other 4 6 5
55-59 8 10 9
60+ 59 36 32 REGULAR TRAVELLER
Yes (6 or more journeys in last 2 weeks) 58 53 53
DISABILITY No 39 44 43
Yes 24 23 20 Not stated 3 4 4No 67 67 69
Not stated 9 11 12
OTHER POSSIBLE MODES
TIME OF TRAVEL Car (passnger) 18 27 25
7pm)9 25 34 Car (driver) 9 12 12
Off peak (between 9:30am and 4pm or after 91 75 66 Train 2 4 9
Taxi 9 19 21
CONCESSIONARY FARE Bicycle 1 3 4
Concession 59 39 33 On foot/walking 47 34 30No concession 41 61 67 Metro/light rail/tram 7 6 3
NB: Throughout this report, base size information relates to the unweighted base, to show the real number of passengers who were interviewed toprovide the results. However, all data shown in the report, including sample profile data here, is weighted.
Coach 0 0 0
Motorbike 0 0 0
Other 8 5 4
Bus Passenger Satisfaction Survey: Sheffield Community Transport inSYPTE report. July 2010
2
7/30/2019 VRLO VANO final_syptesheffieldcommunitytransportJuly10
5/22
Overall Satisfaction
Overall satisfaction with bus journey % very/fairlysatisfied
9884% 14% 1%1%
SHEFFIELD COMMUNITY
TRANSPORT (233)
86
87
47%
44%
39%
43%
8%
7%
4%
4%
2%
2%
SYPTE (2000)
PTEs (7676)
Overall journey satisfaction by key passenger groups for SHEFFIELD COMMUNITY TRANSPORT
Q26. Overall, taking everything into account from start to end of this bus journey, how satisfied were you with your bus journey today?
% very/fairlysatisfied
ery sa s e a r y sa s e e er sa s e nor ssa s e a r y ssa s e ery ssa s e
91%
75%
8%
22%
1%
2%
Free pass holders (169)
Fare-payers (64)
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
99
97
Q26. Overall, taking everything into account from start to end of this bus journey, how satisfied were you with your bus journey today?
Bus Passenger Satisfaction Survey: Sheffield Community Transport inSYPTE report. July 2010
3
7/30/2019 VRLO VANO final_syptesheffieldcommunitytransportJuly10
6/22
Planning the journey
Information sources used to plan journey Satisfaction using that source of information
28%
1%
30%
2%
27%
3%
Printed bus timetable
Online bus timetable from buscompany website
SHEFFIELDCOMMUNITY
TRANSPORT
SYPTE PTEs
very a r y sa s e
0%
0%
1%
0%
1%
0%
Traveline website
Transport Direct website
Online bus timetable - - 91
Traveline website - - 91
Transport Direct - - -
0%
0%
0%
1%
1%
1%
Other website
Phoned bus company
website
Other website - - -
Phoned bus company - - 71
Phoned local council - - -0%
2%
0%
3%
0%
4%
Phoned local council
Other
Q7. How satisfied were you with the information sources you used?
59%58%60%
None
SHEFFIELD COMMUNITY TRANSPORT (241) SYPTE (2084) PTEs (8053)
Bus Passenger Satisfaction Survey: Sheffield Community Transport inSYPTE report. July 2010
Q6. What information sources did you use to help plan your journey today? (please tick all that apply)
4
7/30/2019 VRLO VANO final_syptesheffieldcommunitytransportJuly10
7/22
Ticket used for journey
Ticket used for journey
29%
2%
21%
3%
19%
4%
Single ticket paid for in cash
Return ticket paid for in cash
54%
5%
1%
34%
5%
5%
28%
5%
Free bus pass for the elderly
Free bus pass for people with a disability
Discount ticket (student/other)
0%
1%
2%
7%
1%
14%
8%
1%
One day bus pass
Travel pass covering bus and other modes oftransport valid for one day
Bus ass valid for more than one da
5%
1%
6%
4%
7%
4%
Travel pass covering bus and other modes oftransport valid for m ore than one day
Other
Q2. What type of ticket did you use for this journey?
SHEFFIELD COMMUNITY TRANSPORT (241) SYPTE (2084) PTEs (8053)
Bus Passenger Satisfaction Survey: Sheffield Community Transport inSYPTE report. July 2010
5
7/30/2019 VRLO VANO final_syptesheffieldcommunitytransportJuly10
8/22
Method of Buying Ticket
Method of buying ticket Rating the ease of buying a ticket using that method
(% very/fairly easy)
3%
6%
63%
16%
53%
17%
From the driver today
From a driver before today
From a travel office/travel centre/bus
SHEFFIELD
COMMUNITYTRANSPORT
SYPTE PTEs
0%
0%
0%
0%
14%
3%
station/booking office
From a website
From a local shop or post office
From the driver today 98 96 97
From a driver before today - 97 96
0%
5%
0%
5%
0%
6%
From a machine at the bus stop
Other
Travel office/centre/bus
station/booking office- 91 90
From a website - - 90
2%2%
None
SHEFFIELD COMMUNITY TRANSPORT (66) SYPTE (927) PTEs (4168)
From a local shop/post office - - 89
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 Passenger Satisfaction Survey: Sheffield Community Transport inSYPTE report. July 2010
6
7/30/2019 VRLO VANO final_syptesheffieldcommunitytransportJuly10
9/22
Bus Stop Facilities
Facilities at the bus stop
(% saying facility was available)
57%74%
73%A shelter
55%
16%
65%
18%
An electronic display showing length
of time till next bus is due to arrive
A timetable
8%
19%
9%17%
A route map
16%26%
29%
26%
Lighting
A code so I can use a mobile phone
to find the time of the next bus
SHEFFIELD COMMUNITY TRANSPORT (241) SYPTE (2084) PTEs (8053)
Q11. Which of the following were available at the stop where you caught this bus?
Bus Passenger Satisfaction Survey: Sheffield Community Transport inSYPTE report. July 2010
7
7/30/2019 VRLO VANO final_syptesheffieldcommunitytransportJuly10
10/22
Satisfaction with Bus Stop
46% 32% 11% 7% 4%SHEFFIELD COMMUNITY
TRANSPORT (204)
Overall satisfaction with bus stop facilities
very a r y
satisfied
78
30%
27%
42%
44%
13%
15%
7%
8%
7%
6%
SYPTE (1945)
PTEs (7511)
73
71
ery sa s e a r y sa s e e er sa s e nor ssa s e a r y ssa s e ery ssa s e
The timetable information
Satisfaction with bus stop facilities
Q13. Overall, how satisfied were you with the facilities at the bus stop?
% very/fairly satisfied
SHEFFIELDCOMMUNITYTRANSPORT
SYPTE PTEs
58%
51%
34%
35%
2%
11% 3%
1% 5%
provided (112)
The provision of shelter (115)
The cleanliness and freedom
from raffiti 160
92 83 84
86 77 74
58%
40%
28%
40%
8%
12%
2%
4%
4%
3%
Your personal safety at the
bus stop (199)
The amount of litter (148)
85 79 78
81 73 70
Any route maps provided (14)
Any electronic information e.g.
showing time of next bus (2)
100 82 85
100 90 90
Sample size to small
Sample size to small
Bus Passenger Satisfaction Survey: Sheffield Community Transport in SYPTE report. July 2010
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
7/30/2019 VRLO VANO final_syptesheffieldcommunitytransportJuly10
11/22
Time Waiting for Bus
SHEFFIELDCOMMUNITY
SYPTE PTEs
Length of time waited for bus
(% waiting for)
Under 2 mins 16 10 12
2-5 mins 49 35 37
More than 5 mins, and up to 10 mins 23 29 29
More than 10 mins and up to 15 mins 3 12 11
More than 15 mins 3 9 8
Not sure 1 1 1
1 . ow ong you wa t or your us
How waiting time for the bus compared with expectation
10%
12%
78%
61%
6%
24%
5%
4%
SHEFFIELD COMMUNITYTRANSPORT (241)
SYPTE (2084)
12% 65% 20% 3%PTEs (8053)
Less time than ou ex ected About the len th of time ou ex ected Lon er than ou ex ected No answer
Bus Passenger Satisfaction Survey: Sheffield Community Transport inSYPTE report. July 2010
Q15. Thinking about the time you waited for this bus today, was it?
9
7/30/2019 VRLO VANO final_syptesheffieldcommunitytransportJuly10
12/22
Satisfaction with Waiting for Bus
Satisfaction with factors around waiting for the bus % very/fairly satisfied
SHEFFIELDCOMMUNITY
SYPTE PTEs
66% 27% 5%2%The length of time you had to
wait for the bus (209) 93 70 74
71% 21% 3%4%Whether the bus arrived on
time (196) 92 68 72
54% 21% 8% 8% 9%
route (203)
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
75 59 63
Q19. How satisfied were you with each of the following?
Bus Passenger Satisfaction Survey: Sheffield Community Transport inSYPTE report. July 2010
10
7/30/2019 VRLO VANO final_syptesheffieldcommunitytransportJuly10
13/22
On the bus
The ease of getting on and off the
Satisfaction with on the bus factors % very/fairly satisfiedSCT SYPTE PTEs
73% 25% 1% 1%
bus (221)
The cleanliness and condition of
the outside of the bus (216) 98 78 79
73%
81%
24%
16%
2%
1% 1% 1%
Being able to get a seat (216)
The information provided on the
outside of the bus (route number
and destination) (214)
98 87 88
97 89 90
72%
64%
24%
33%
3%
1%2%
Your personal security whilst on
the bus (217)
The comfort of the seats (215)
97 82 81
97 74 75
76%
71%
21%
25%
2%
3%
1%
1%
The cleanliness and condition of
the inside of the bus (217)
Room for all the passengers to sit
97 74 74
96 82 83
70% 26% 2% 1%1%
The temperature inside the bus
(215)96 79 80
Bus Passenger Satisfaction Survey: Sheffield Community Transport inSYPTE report. July 2010
Q20. Thinking about the bus journey itself, please indicate how satisfied you were with each of the following?
11
7/30/2019 VRLO VANO final_syptesheffieldcommunitytransportJuly10
14/22
On the bus
79% 17% 2% 1%The length of time your journey
took (214)
Satisfaction with on the bus factors: length of journey and provision of information % very/fairly satisfiedSCT SYPTE PTEs
97 80 81
55% 29% 15% 1%The information provided
inside the bus (173) 84 64 62
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
Q20. 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
% sa in .
Preferences for on the bus information
% sa in .
61%
50%
57%
Sample size for SCT too small to be included in the chartSample size for SCT too small to be included in the chart
29%
42%
19%
4%
22%
32%
22%
29%
23%
10%
30% 32%
24%
32%
17% 16%
39%
17%13%
The amountof traffic on
the road
The route thebus took
The slowdriving speed
Poor weatherconditions
The time thebus waited at
stops
Time forpassengersto board andpay tickets
Otherreasons
SH EFF IELD COMMUN ITY TR AN SPORT (2) SYPTE (147) PTEs (530)
Timetable
information
Route in formation Electronic
information
Audio information Another type of
information
SHEFFIELD COMMUNITY TRANSPORT (2) SYPTE (100) PTEs (461)
Bus Passenger Satisfaction Survey: Sheffield Community Transport inSYPTE report. July 2010
Q21. Why were you dissatisfied with the time the journey took?Q22. You said that you were not satisfied with the information provided inside the bus. What information
would you like to be provided?
12
7/30/2019 VRLO VANO final_syptesheffieldcommunitytransportJuly10
15/22
The Bus Driver
% very/fairly satisfied
82% 14% 4%The helpfulness and attitudeof the driver (227)
Satisfaction with bus driver factors SHEFFIELDCOMMUNITYTRANSPORT
SYPTE PTEs
96 80 79
81% 14% 4%The appropriateness of the
speed (220)
Your feeling of safety from
95 85 87
77% 17% 6%
journey (223)
The driver's appearance
(223)94 87 85
70% 21% 8% 1%
freedom from jolting during
your journey (223)
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
91 76 77
Q23. Thinking about the driver, please indicate how satisfied you were with each of the following?
Bus Passenger Satisfaction Survey: Sheffield Community Transport inSYPTE report. July 2010
13
7/30/2019 VRLO VANO final_syptesheffieldcommunitytransportJuly10
16/22
Value for Money
79% 15% 3%2% 1%SHEFFIELD COMMUNITY
TRANSPORT (160)
Satisfaction with value for money of your journey % very/fairlysatisfied
94
41%
39%
26%
28%
12%
13%
11%
10%
10%
10%
SYPTE (1540)
PTEs (6040)
67
67
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
% very/fairlysatisfied
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 SHEFFIELD COMMUNITY TRANSPORT
73% 19% 3% 3%2%Fare-payers (63) 92
87% 10% 2% 1%Free pass holders (97)
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
97
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?
Bus Passenger Satisfaction Survey: Sheffield Community Transport inSYPTE report. July 2010
14
7/30/2019 VRLO VANO final_syptesheffieldcommunitytransportJuly10
17/22
Key drivers of overall satisfaction
Importance of individual factors to overall satisfaction with bus journey Sheffield Community Transport in SYPTE
The figures in this chart are computed using a regression analysis which measures the correlation between overall satisfaction and satisfaction with individual factors.
Sheffield CommunityTrans ort in SYPTE
y , u y v .
SYPTE
PTEs
The Value For Money Of Your Journey The Length Of Time Your Journey Took
The Provision Of Shelter The Appropriateness Of The Speed
Whether The Bus Arrived On Time Others
15Bus Passenger Satisfaction Survey: Sheffield Community Transport inSYPTE report. July 2010
7/30/2019 VRLO VANO final_syptesheffieldcommunitytransportJuly10
18/22
Satisfaction and Impact
Satisfaction with individual factors and their impact on overall journey satisfaction
Sheffield Community Transport - SYPTE
Value for money
orePriorities for improvement
t
Cleanlinessat stop
Shelter at stopTimetableinformationat stop
Servicefrequency
Punctuality
Room for ever one
Cleanlinessoutside of bus
Ease of ettin
Informationinside bus
Journey time
Appropriateness of speed
Driver appearance
Feeling safe from accidents
Imp
ac
Litter at stop
Personal
Length of time waited at stop
Getting a seatto sit / stand
Cleanliness inside bus
Comfort of seats
on / off
Information onoutside of bus
Personal securit
Helpfulness / attitude of driver
moo ness othe ride
safety at stop
Temperature on bus
on bus
Less
Some factors have not featured due to their having a low sample size
16Bus Passenger Satisfaction Survey: Sheffield Community Transport inSYPTE report. July 2010
7/30/2019 VRLO VANO final_syptesheffieldcommunitytransportJuly10
19/22
Questionnaire (1)
Bus Passenger Satisfaction Survey: Sheffield Community Transport inSYPTE report. July 2010
Above is a copy of the questionnaire, used in November 2009
17
7/30/2019 VRLO VANO final_syptesheffieldcommunitytransportJuly10
20/22
Questionnaire (2)
Bus Passenger Satisfaction Survey: Sheffield Community Transport inSYPTE report. July 2010
18
Above is a copy of the questionnaire, used in November 2009
7/30/2019 VRLO VANO final_syptesheffieldcommunitytransportJuly10
21/22
Questionnaire (3)
Bus Passenger Satisfaction Survey: Sheffield Community Transport inSYPTE report. July 2010
19
Above is a copy of the questionnaire, used in November 2009
7/30/2019 VRLO VANO final_syptesheffieldcommunitytransportJuly10
22/22
Questionnaire (4)
Bus Passenger Satisfaction Survey: Sheffield Community Transport inSYPTE report. July 2010
20
Above is a copy of the questionnaire, used in November 2009