benchmarking in european service of public transport

Benchmarking in European Service of public Transport

BEST Survey 2012City report: Helsinki

BEST 2012

BEST Main Report 20122

Content

1. About the survey

2. How to read the graphs

3. Main results Best performing city/region per index Results per index and city/region in 2012,

2011, 2010, 2009 and 2008

4. Quality indicators impact on overall citizen satisfaction 2012

5. Main results per city from 2008 to 2012 Overall citizen satisfaction

Satisfaction per city/region with:

Traffic supply Reliability Information Staff behaviour Security and safety Comfort

Perception of social image 2008 - 2012

Perception of value for money 2008 - 2012

Citizens stated loyalty to public transport from 2008 to 2012

6. Background information Gender Age Life situation PT travel frequency

Best City report 2012

BEST 2012

3

About the survey

The following cities participated in the BEST 2012 survey:

Stockholm Oslo Helsinki Copenhagen Geneva (with additional questions) Vienna (VOR)

For all cities 1.000 residents in defined areas have been interviewed. In Vienna 600 respondents was interviewed in an area west of the city center. An additional 900 interviews where conducted in Helsinki in 2012. All interviews have been done by telephone.

The fieldwork was conducted between March 1st and March 13th 2012.

Results from the survey have been weighted with respect to sex and age to match the profile in each area.

In 2012 the special topic was comfort vs travel time. Four questions related to this topic was added to the questionnaire. The results is to be found in a separate report.

BEST Main Report 2012Best City report 2012

BEST 2012


Eight dimensions believed to affect satisfaction included in the survey

Background variables: Travel frequency by public transport PT modes most often used Main occupation Sex Age Post code (geography)

Loyalty

8. Value for money

7. Social image

Satisfaction

1. Traffic Supply2. Reliability3. Information4. Staff behaviour5. Personal security/safety6. Comfort

Ridership


BEST 2012


Response rates

Response rates are calculated as follows:

5

BEST Survey response rate =

Number of completed interviews

(Total sample ÷ telephone numbers not in use / not in target group)

YEAR 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012

Copenhagen 38 % 54 % 55 % 56 % 53 % 39 % 40 % 32 % 37 % 34 % 38% 36%

Geneva 50 % 47 % 50 % 49 % 47 % 56 % 43 % 40 % 38 % 37% 35%

Helsinki 41 % 49 % 45 % 47 % 40 % 37 % 32 % 26 % 30 % 36 % 26% 28%

Oslo 37 % 44 % 48 % 45 % 40 % 39 % 28 % 27 % 28 % 27 % 27% 29%

Stockholm 50 % 64 % 56 % 60 % 56 % 50 % 64 % 51 % 62 % 64 % 51% 52%

Vienna 39 % 57 % 58 % 61 % 58 % 58 % 54 % 46 % 43 % 16 % 17%


BEST 2012


Sampling Sampling procedures varies from country to country. In Norway, Denmark and Finland samples are drawn from

databases covering both mobile and fixed line telephones. In Sweden and Switzerland samples are drawn from fixed

line telephones. In all instances it is estimated that approximately 85-95%

of the adult population in all included countries can be reached by telephone.

The primary sampling unit varies across countries (see table on right hand side).

The secondary sampling unit for fixed line phone numbers are the person in the household who last had a birthday. For mobile telephone numbers the secondary sampling unit are the individuals uses the particular mobile phone.

There are no single, clear answer to what the best sampling method and procedure is. In case of the BEST survey there is little reason to believe that there should be a strong correlation between attitudes towards the public transport system and telephone usage, fixed line or mobile.

From Norway and other countries we know that there is a relatively strong correlation between age and mobile subscription. The younger people are the more likely they are to be using mobile telephones. In the BEST survey the completed data are weighted with respect to age, and hence adjusted for this possible skewness.

City Sample base and primary sampling unit

Stockholm Fixed line sample, household primary sampling unit

Oslo Fixed line and mobile sample, phone number primary sampling unit

HelsinkiFixed line and mobile sample, phone number primary sampling unit, priority to mobile telephone numbers

Copenhagen Fixed line and mobile sample, phone number primary sampling unit

Geneva Fixed line sample, household primary sampling unit

Vienna Fixed line and mobile sample, phone number primary sampling unit


BEST 2012


Mobile interviews*

City 2008 2009 2010 2011 2012

Stockholm 2,5%** 2,3%** 2,1%** 1,4%** 0,7%**

Oslo 40% 39% 44% 48% 51%

Helsinki 82% 96% 98% 92% 89%

Copenhagen 25% 35% 36% 35% 35%

Geneva 0% 0% 0% 0% 0%

Vienna 7% 9% 44% 41%

* Share of interviews conducted with respondents using a mobile phone

** If mobile callback requested by respondent only


BEST 2012


How to read the graphs

Time series

4449 47

51

58 58

0

20

40

60

80

100

2001 2002 2003 2004 2005 2006

CITIZEN SATISFACTION

<TOTAL BASE: NNN>

The graphs show the proportion of the respondents who agrees (partially agrees or fully agrees) to the different statements in blue columns. The red columns shows the proportion who disagrees (hardly agrees or not agree at all) to the statements.

Respondents with a neutral position are not displayed in the graphs.

The graphs also include results from previous surveys, shown in the table to the right as the proportion of the respondents who agrees to the statement in question.

BEST 2006

10 Citizens Satisfaction Survey 2006

BEST Survey 2007Citizen satisfaction

80

79

76

73

67

66

58

-5

-3

-3

-6

-10

-10

-11

Vienna

Helsinki

Prague

Berlin

Stockholm

Oslo

Copenhagen

Partially/Fully agree Hardly/Don't agree at all<TOTAL BASE: NNN>

5852585658

4751585866

6764666567

..637373

..80.76

8078768179

7875757480

20032004200520062007

Development per index in the different cities are also shown as time lines.

All graphs are standard PowerPoint-graphs where different categories can be hidden and value labels displayed at ones own preference.


Results 2012Helsinki

BEST 2012

BEST City report 2012

The sample: Sipoo included in the Helsinki region in 2012

10

Un-weighted interviews Weighted interviews

Region 2010 2011 2012 2010 2011 2012

HEL Helsinki 703 757 700 861 909 1.009

HEL Espoo 301 317 300 290 369 405

HEL Kauniainen 113 150 14 13

HEL Vantaa 300 248 300 351 306 331

HEL Kirkkonummi 150 126 150 50 54 57

HEL Kerava 147 132 150 50 53 57

HEL Sipoo 150 28

Total 1.601 1.693 1.900 1.601 1.705 1.900

BEST 2012


Significant changes in results per index or quality elements are shown as follows

11

Index – increase more than + 3 % points Quality element – increase more than + 4 % points

Index – decrease more than - 3 % points Quality element – decrease more than - 4 % points

BEST 2012


Helsinki Indices 2012

-5

-14

-18

-24

-14

-9

-13

-4

-24

-6

81

73

65

55

63

79

67

88

58

83

CITIZEN SATISFACTION

TRAFFIC SUPPLY

RELIABILITY

INFORMATION

STAFF BEHAVIOUR

SECURITY AND SAFETY

COMFORT

SOCIAL IMAGE

VALUE FOR MONEY

LOYALTY

Hardly/Don't agree at all Partially/Fully agree

2012 2011 2010 2009 2008

81 78 79 82 76

73 68 68 68 65

65 54 58 68 64

55 52 47 52 49

63 59 56 58 54

79 75 77 74 72

67 61 62 62 63

88 87 87 89 84

58 55 52 51 47

83 81 81 81 80

Helsinki 2012

Quality dimensions

BEST 2012


-14

-15

-15

-4

-20

-6

-12

-19

-18

73

73

71

88

59

89

72

57

70

TRAFFIC SUPPLY

PT is good for school_work trips

PT is good for leisure trips

PT is good for trips in the city centre

PT is good for trips outside the citycentre

Nearest stop is close to where I live

Travel time on PT is reasonable

Waiting time is short at transfers

I am satisfied with the number ofdepartures


Helsinki Traffic supply

2012 2011 2010 2009 2008

73 68 68 68 65

73 64 66 68 66

71 68 68 65 63

88 83 83 87 81

59 53 56 54 48

89 88 87 90 87

72 69 72 68 66

57 51 50 47 45

70 64 64 62 60

BEST 2012


Traffic supply – benchmark 2012

TRAFFIC SUPPLY Stockholm Oslo HelsinkiCopen-hagen

Vienna Geneva

PT is good for school/work trips

62 60 73 51 62 69

PT is good for leisure trips 65 66 71 39 44 47

PT is good for trips in the city centre

81 85 88 82 92 80

PT is good for trips outside the city centre

40 39 59 38 46 38


87 87 89 83 73 87

Travel time on PT is reasonable

70 74 72 55 70 60


48 54 57 41 58 46

I am satisfied with the number of departures

58 55 70 54 59 61

BEST 2012


2012 2011 2010 2009 2008

65 54 58 68 64

16

Helsinki Reliability

RELIABILITY -18 65

Partially/Fully agree Hardly/Don't agree at all

BEST 2012


Reliability – Benchmark 2012

RELIABILITY Stockholm Oslo HelsinkiCopen-hagen

Vienna Geneva

Capability to run on schedule 45 59 65 47 66 60

BEST 2012


Helsinki Information

-24

-6

-41

-27

55

86

28

48

INFORMATION

It is easy to get the information neededwhen planning a trip

Information is good when trafficproblems occure

Information is good in stops andterminals


2012 2011 2010 2009 2008

55 52 47 52 49

86 81 79 82 78

28 28 25 25 23

48 45 36 46 44

BEST 2012


Information – Benchmark 2012

INFORMATION Stockholm Oslo HelsinkiCopen-hagen

Vienna Geneva

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

76 77 86 72 68 67

Information is good when traffic problems occur

27 26 28 30 37 44

Information is good in stops and terminals

52 56 48 41 61 76

BEST 2012


Helsinki Staff behaviour

-14

-17

-10

63

53

72

STAFF BEHAVIOUR

Staff answers my questions correctly

Staff behaves nicely and correctly


2012 2011 2010 2009 2008

63 59 56 58 54

53 50 48 49 48

72 67 64 66 60

BEST 2012


Staff behaviour – Benchmark 2012

STAFF BEHAVIOUR Stockholm Oslo HelsinkiCopen-hagen

Vienna Geneva

Staff answers my questions correctly

61 70 53 60 70 74

Staff behaves nicely and correctly

64 77 72 74 65 75

BEST 2012


Helsinki Security and safety

-9

-13

-10

-4

79

72

77

89

SECURITY AND SAFETY

I feel secure at stations and bus stops

I feel secure on board busses and trains

I am not afraid of traffic accidents whenusing PT


2012 2011 2010 2009 2008

79 75 77 74 72

72 67 70 65 65

77 71 74 69 67

89 87 86 87 83

BEST 2012


Security and safety – Benchmark 2012

SECURITY AND SAFETY Stockholm Oslo HelsinkiCopen-hagen

Vienna Geneva

I feel secure at stations and bus stops

62 83 72 68 76 53


74 87 77 81 88 70

I am not afraid of traffic accidents when using PT

82 85 89 88 87 86

BEST 2012


Helsinki Comfort

-13

-10

-12

-11

-25

-6

67

68

67

70

48

83

COMFORT

PT travel is comfortable

Transfers are easy

Busses and trains are modern

Busses and trains are clean

I normally get a seat when travel with PT


2012 2011 2010 2009 2008

67 61 62 62 63

68 62 63 63 72

67 64 60 61 57

70 63 67 70 70

48 40 40 38 41

83 79 81 78 76

BEST 2012


Comfort – Benchmark 2012

COMFORT Stockholm Oslo HelsinkiCopen-hagen

Vienna Geneva

PT travel is comfortable 62 58 68 57 69 67

Transfers are easy 66 67 67 58 68 46

Busses and trains are modern 59 65 70 63 74 79

Busses and trains are clean 40 58 48 45 64 61

I normally get a seat when travel with PT

67 56 83 66 72 39

BEST 2012


-4

-8

-2

-2

88

76

94

95

SOCIAL IMAGE

More people will travel with PT in thefuture

PT is good for the environment

PT is beneficial to society


Helsinki Social Image

2012 2011 2010 2009 2008

88 87 87 89 84

76 74 76 79 68

94 93 92 93 92

95 95 93 94 93

BEST 2012


Social image – Benchmark 2012

SOCIAL IMAGE Stockholm Oslo HelsinkiCopen-hagen

Vienna Geneva

More people will travel with PT in the future

73 82 76 51 70 69

PT is good for the environment

85 95 94 77 85 85

PT is beneficial to society 94 97 95 83 89 93

BEST 2012


Helsinki Value for money

-24

-15

-34

58

69

47

VALUE FOR MONEY

PT gives good value for money

PT fares are reasonable


2012 2011 2010 2009 2008

58 55 52 51 47

69 64 62 61 57

47 46 42 41 37

BEST 2012


Social image – Benchmark 2012

VALUE FOR MONEY Stockholm Oslo HelsinkiCopen-hagen

Vienna Geneva

PT gives good value for money

41 47 69 31 49 34

PT fares are reasonable 33 23 47 15 46 15

BEST 2012


2012 2011 2010 2009 2008

83 81 81 81 80

30

Helsinki Loyalty

LOYALTY -6 83

Partially/Fully agree Hardly/Don't agree at all

BEST 2012


Loyalty – Benchmark 2012

LOYALTY Stockholm Oslo HelsinkiCopen-hagen

Vienna Geneva

I gladly recommend PT travel 69 68 83 46 71 66

Impact on satisfaction

Indicators impact on citizen satisfaction

BEST 2012


How is the most important areas for improvements determined?

Traffic supply Nearest stop is close to where I live Waiting time is short at transfers I am satisfied with the number of departures

Reliability Capability to run on schedule

Information It is easy to get the information needed when

planning a trip Information is good when traffic problems occur

Staff behaviour Staff answers my questions correctly Staff behaves nicely and correctly

Security and safety I feel secure at stations and bus stops I feel secure on board busses and trains I am not afraid of traffic accidents when using

PT Comfort

Transfers are easy Busses and trains are modern Busses and trains are clean I normally get a seat when travel with PT

Description of the analysis: The indicators shown to the left have been

used to determine the impact they have on citizens over all satisfaction.

The selected indicators have been chosen as they are independent of each other and describes different phenomenon. I.e. ‘Travel time’ is not included as this element is a function of and covered through ‘Nearest stop is close to where I live’, ‘Number of departures’ and Waiting time is short at transfers’.

As such the indicators included are thought to be the ones who are possible to influence and describes the most concrete properties of the public transport system.

Price has not been included in this analysis, as the perception of price most often is a function of the perception of other properties.

A stepwise regression method has been used in the analysis.

On the following slide the five indicators with strongest significant impact on satisfaction are listed in ranked order for all participating cities in 2010.

Overall satisfaction

with PT

33

BEST 2012


Impact on satisfaction - Helsinki


Transfers are easy

Public transport mostly runs on schedule

I am not afraid of traffic ac-cidents when using public

transport

The busses and trains are clean


I normally get a seat when I travel with public transport

The information is good when traffic problems occur

0.22

0.20

0.13

0.13

0.09

0.07

0.06

0.05

When studying these results please keep in mind that the internal ranking of the different elements in each year is of prime interest. Comparison of the estimated effects across years must be done cautiously and interpreted as indications of differences.


Transfers are easy


I am not afraid of traffic accidents when using pub-

lic transport



The busses and trains are modern


It is easy to get the informa-tion needed when planning a

trip

0.19

0.17

0.12

0.09

0.09

0.08

0.07

0.07

0.05

2010 20122011


Transfers are easy



It is easy to get the informa-tion needed when planning a

trip






0.19

0.15

0.12

0.10

0.09

0.09

0.08

0.08

0.06

0.05

BEST 2012


0 10 20 30 40 50 60 70 80 90 1000

0.1

0.2

0.3

0.4


Transfers are easy



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






Performance

Imp

ac

t o

n s

ati

sfa

cti

on

Helsinki - impact on satisfaction

Indicators ranked by importance:

BEST 2012


HELSINKI above BEST average

PT gives good value for money 24 %I normally get a seat when travel with PT 19 %PT fares are reasonable 17 %PT is good for leisure trips 16 %I gladly recommend PT travel 16 %PT is good for trips outside the city centre 15 %

It is easy to get the information needed when planning a trip 12 %

I am satisfied with the number of departures 10 %

PT is good for school/work trips 10 %Capability to run on schedule 8 %PT is good for the environment 7 %Waiting time is short at transfers 7 %More people will travel with PT in the future 6 %Travel time on PT is reasonable 6 %Nearest stop is close to where I live 5 %PT travel is comfortable 5 %

HELSINKI below BEST average

Information is good in stops and terminals -7 %

Staff answers my questions correctly -12 %

Helsinki 2012 – compared with BEST average

Helsinki 2012

Appendix

Helsinki 2012

Citizen satisfaction in subgroups

BEST 2012


Helsinki CITIZEN SATISFACTION - Subgroups

81

8082

857979

8794

8584

7756

40

8775

7174

6776

66

729089

807981

8785

69

-5

-6-4

-3-5

-7-3-3

-3-4

-6-12

-37

-3-7-6-7-7

-1-12

-5-3-2

-6-6

-8-2-2

-14

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +

DailyA few times per week

A few times perLess than monthly

Never

Helsinki Espoo

KauniainenVantaa

KirkkonummiKeravaSipoo

TrainTramMetro

BusBus, trainBus, tram

Bus, metroBus, metro, tramBus, metro, tram,

Partially/Fully agree

Hardly/Don't agree at all

Helsinki 2012

Traffic supply in subgroups

BEST 2012


Helsinki Traffic supply - Subgroups

73

7174

757171

7878

7575

6859

46

77686868

5967

56

6778

8471

6971

7580

67

-14

-14-13

-11-14-15

-11-11

-11-12

-18-24

-27

-10-17

-13-17

-23-16

-29

-16-9-8

-15-17

-13-9

-12-18

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Helsinki Espoo

KauniainenVantaa


TrainTramMetro





BEST 2012


Helsinki Good for work/school trips - Subgroups

73

7274

816971

7792

8271

5949

22

806766

6454

6051

607981

7168

7183

8171

-15

-16-15

-7-17-18

-10-1

-9-14

-24-39

-51

-9-20-19

-21-32

-22-35

-25-9-7

-17-21

-11-3

-14-19

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Helsinki Espoo

KauniainenVantaa


TrainTramMetro





BEST 2012


Helsinki PT is good for leisure trips - Subgroups

71

6676

806868

7783

7677

6146

39

7864

6267

5568

50

6382

8769

6670

7877

60

-15

-16-13

-8-16-16-14-13

-11-10

-23-32

-12

-10-19-17

-19-26

-14-39

-19-7-8

-17-19-17

-7-8

-26

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Helsinki Espoo

KauniainenVantaa


TrainTramMetro





BEST 2012


Helsinki PT is good for trips in the city centre - Subgroups

88

8888

8487

9090

97

8792

8884

70

91848486

7882

91

8591

998687

8389

9387

-4

-4-4

-7-4-2-3-3

-4-2-3-4-3

-4-3-4-4-3-2-1

-6-4

-4-2

-4-3-3

-6

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Helsinki Espoo

KauniainenVantaa


TrainTramMetro





BEST 2012


Helsinki PT is good for trips outside the city centre - Subgroups

59

5760

645656

7056

6061

584848

6058

5258

4556

41

5454

6660

575655

6948

-20

-22-19

-16-21

-23-17

-20

-17-19

-24-34

-50

-17-25

-20-21

-28-19

-37

-21-21

-16-20

-26-19-19

-12-20

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Helsinki Espoo

KauniainenVantaa


TrainTramMetro





BEST 2012


Helsinki Nearest stop is close to where I live - Subgroups

89

8990

9491

8887

81

9390

848181

939190

8672

8057

8495

8988909291

9692

-6

-7-5

-4-6-6

-8-10

-3-6

-10-13

-19

-3-6-5

-8-20

-13-37

-10-4

-6-6-7-7

-4-2-1

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Helsinki Espoo

KauniainenVantaa


TrainTramMetro





BEST 2012


Helsinki Travel time on PT is reasonable - Subgroups

72

7372

7368

7383

79

7277

7263

35

7766

646767

7363

6680

8872

657474

8556

-12

-11-13

-11-14-13

-7-10

-10-11

-15-20

-23

-8-18

-11-17

-12-14

-22

-15-5-4

-14-17

-13-8-9

-23

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Helsinki Espoo

KauniainenVantaa


TrainTramMetro





BEST 2012


Helsinki Waiting time is short at transfers - Subgroups

57

5659

5559

546264

6060

5344

26

6349

5752

4956

53

5667

805251

546062

55

-19

-20-18

-18-18

-21-17-15

-18-16

-21-30

-4

-17-24

-13-19

-23-17

-24

-18-13-11

-22-23-23

-16-22-22

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Helsinki Espoo

KauniainenVantaa


TrainTramMetro





BEST 2012


Helsinki I am satisfied with the number of departures - Subgroups

70

7070

7070

677678

7174

6559

27

776566

6053

6342

7075

806767

717173

61

-18

-18-19

-15-19-20

-15-12

-17-16

-22-25

-49

-13-21

-16-24

-37-22

-38

-16-14

-9-21

-24-14

-11-22

-26

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Helsinki Espoo

KauniainenVantaa


TrainTramMetro





Helsinki 2012

Reliability in subgroups

BEST 2012


Helsinki Reliability - Subgroups

65

6466

5364

6875

80

6370

6466

55

6862

4964

5545

69

4858

7166

6468

7576

55

-18

-17-18

-24-19

-16-12

-7

-19-14

-19-16

-5

-15-24

-26-16

-21-30

-15

-31-22

-15-15

-20-17

-13-13

-20

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Helsinki Espoo

KauniainenVantaa


TrainTramMetro





Helsinki 2012

Information in subgroups

BEST 2012


Helsinki Information - Subgroups

55

5456

635352

5869

5557

5549

71

5754

5152

575252

5255

5956

5450

5852

46

-24

-24-24

-18-25

-28-23

-16

-24-23

-25-28

-19

-23-25

-27-28

-23-30

-27

-28-27

-17-23

-26-29

-20-30-30

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Helsinki Espoo

KauniainenVantaa


TrainTramMetro





BEST 2012


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

86

8587

8989

8482

80

8985

828183

8986

8282

8077

75

828688

8589

80888988

-6

-7-5

-2-4

-8-9-7

-3-7

-10-9-8

-5-5

-11-8-9-9

-14

-6-8

-3-7

-4-10

-3-6

-10

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Helsinki Espoo

KauniainenVantaa


TrainTramMetro





BEST 2012


Helsinki Information is good when traffic problems occure - Subgroups

28

2729

402424

3254

312628

1549

302322

2638

3228

2823

362828

2333

2817

-41

-41-41

-29-41

-48-42

-22

-40-39

-44-51

-45

-38-45

-47-46

-37-48

-45

-49-45

-32-39

-43-51

-35-48

-44

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Helsinki Espoo

KauniainenVantaa


TrainTramMetro





BEST 2012


Helsinki Information is good in stops and terminals - Subgroups

48

4849

584445

5571

4556

5043

80

50474646

5246

51

4556

5251

4344

5139

31

-27

-25-29

-21-30-30

-20-19

-29-25-24

-29-7

-26-27-25

-31-25

-33-25

-30-28

-19-24

-35-28

-24-39-37

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Helsinki Espoo

KauniainenVantaa


TrainTramMetro





Helsinki 2012

Staff behaviour in subgroups

BEST 2012


Helsinki Staff behaviour - Subgroups

63

6461

6260

6466

77

6163

6668

89

6361

6561

6976

73

7357

676162

6055

5857

-14

-12-15

-13-15

-12-16-15

-14-14-14

-11-7

-13-15-14

-16-8

-10-13

-8-14

-6-16

-13-16

-18-18

-10

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Helsinki Espoo

KauniainenVantaa


TrainTramMetro





BEST 2012


Helsinki Staff answers my questions correctly - Subgroups

53

5551

5750

5353

56

515253

6086

5249

5752

6073

67

6547

5850

5446

4147

52

-17

-16-19

-13-17-17

-23-28

-18-17-17

-13-11

-17-18-19-20

-10-11

-16

-10-16

-8-21

-14-25-23

-19-7

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Helsinki Espoo

KauniainenVantaa


TrainTramMetro





BEST 2012


Helsinki Staff behaves nicely and correctly - Subgroups

72

7371

6769

7578

96

7072

7876

92

737273

70787879

8267

7671

6974

6870

62

-10

-9-12

-13-13

-8-9

-4

-11-10-10-10

-3

-9-13

-9-13

-6-9-9

-6-12

-5-12-11

-8-14

-18-12

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Helsinki Espoo

KauniainenVantaa


TrainTramMetro





Helsinki 2012

Security and safety in subgroups

BEST 2012


Helsinki Security and safety - Subgroups

79

8574

85787879

89

7981

7879

72

8179

75757676

79

76808181

7776787981

-9

-6-12

-6-10-10-10

-6

-9-8

-11-9

-18

-8-8-9

-13-9

-12-11

-12-8

-13-8-9

-10-10-11

-7

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Helsinki Espoo

KauniainenVantaa


TrainTramMetro





BEST 2012


Helsinki I feel secure at stations and bus stops - Subgroups

72

8065

7773

6972

79

7471

697070

7575

716365

6275

6479

7474

707273

6674

-13

-8-18

-10-13-14-13-11

-12-13

-17-12

-22

-11-10

-12-20

-14-21

-16

-21-8

-17-11

-13-10

-12-16

-11

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Helsinki Espoo

KauniainenVantaa


TrainTramMetro





BEST 2012


Helsinki I feel secure on board busses and trains - Subgroups

77

8471

85757577

89

7779

7577

59

7976

677677

7476

7272

7979

7472

797777

-10

-7-13

-6-10-11-11

-7

-9-9

-14-10

-33

-9-10-10

-13-8

-12-13

-13-9

-14-8

-10-13

-10-11-10

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Helsinki Espoo

KauniainenVantaa


TrainTramMetro





BEST 2012


Helsinki I am not afraid of traffic accidents when using PT - Subgroups

89

9186

92878889

100

86919190

85

9185

8885

8892

86

91899089

8685

839493

-4

-3-6

-3-6-4-4

-6-3-2

-5

-4-6

-3-5-4-3

-5

-2-7-7

-3-5

-8-9

-5

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Helsinki Espoo

KauniainenVantaa


TrainTramMetro





Helsinki 2012

Comfort in subgroups

BEST 2012


Helsinki Comfort - Subgroups

67

6768

686567

7282

6869

6662

60

7163

606262

6568

637172

6662

6672

6965

-13

-13-13

-12-14-13-12

-9

-12-12

-15-17

-31

-10-16-16-17-15-13-12

-14-9

-11-14

-17-12-10

-16-14

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Helsinki Espoo

KauniainenVantaa


TrainTramMetro





BEST 2012


Helsinki PT travel is comfortable - Subgroups

68

6670

7364

6874

80

7270

6548

45

7561

545961

6664

6380

7766

6267

7675

62

-10

-12-9

-6-11-11

-9-13

-7-11

-13-21

-42

-8-13

-17-13

-15-10

-12

-12-5-5

-12-13

-10-6

-11-14

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Helsinki Espoo

KauniainenVantaa


TrainTramMetro





BEST 2012


Helsinki Transfers are easy - Subgroups

67

6469

7262

6576

71

7167

6250

46

7455

6161

5864

59

597374

6362

7572

7554

-12

-12-11

-7-15

-11-10-11

-9-9

-16-25

-44

-7-19

-16-17

-14-11

-14

-13-7

-9-14-13-12

-7-10

-23

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Helsinki Espoo

KauniainenVantaa


TrainTramMetro





BEST 2012


Helsinki Busses and trains are modern - Subgroups

70

6971

69687072

82

677274

7176

7364

5667

6471

74

667779

6766

7373

7065

-11

-11-11

-10-11-11-11

-8

-11-10-10

-14-21

-8-16-16-16-15

-8-9

-11-7-8

-13-15

-7-10

-13-11

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Helsinki Espoo

KauniainenVantaa


TrainTramMetro





BEST 2012


Helsinki Busses and trains are clean - Subgroups

48

5245

424848

5679

4751

4555

68

5147

454444

5056

4553

4850

3842

5346

64

-25

-21-29

-28-28

-23-21

-12

-26-25

-28-18

-20

-23-27-26

-29-28

-25-20

-25-15

-32-24

-37-23

-19-39

-17

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Helsinki Espoo

KauniainenVantaa


TrainTramMetro





BEST 2012


Helsinki I normally get a seat when travel with PT - Subgroups

83

8184

81828383

96

82838483

65

8188

8281

8476

88

8074

8385

8174

867981

-6

-7-5

-8-6-6-7

-6-7-6-6

-31

-6-5

-7-9

-4-9

-4

-7-9

-4-5

-7-8-6-5-4

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Helsinki Espoo

KauniainenVantaa


TrainTramMetro





Helsinki 2012

Social image in subgroups

BEST 2012


Helsinki Social image - Subgroups

88

8690

9088878990

9188

8382

80

90868686868786

889191

87868890

8888

-4

-5-3

-3-3

-5-4-5

-2-4

-8-6-7

-3-6

-3-5-4-5-5

-5-2-2

-5-4

-6-2

-5-6

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Helsinki Espoo

KauniainenVantaa


TrainTramMetro





BEST 2012


Helsinki More people will travel with PT in the future - Subgroups

76

7577

8376

727676

8075

6866

79

7972

767071

7975

7478

8274

7272

8175

82

-8

-8-9

-6-7

-10-9

-14

-5-8

-15-13

-5

-6-12

-7-11-10

-7-10

-10-7

-4-9-9

-11-4

-11-10

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Helsinki Espoo

KauniainenVantaa


TrainTramMetro





BEST 2012


Helsinki PT is good for the environment - Subgroups

94

9196

9194949494

9594

9191

80

9592919392

9089

939896

9391

9795

9289

-2

-3-1

-2-2-3-2-2

-1-2

-5-2

-17

-2-3-1-2-1

-3-3

-2

-1-3-1-1-1-2

-4

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Helsinki Espoo

KauniainenVantaa


TrainTramMetro





BEST 2012


Helsinki PT is beneficial to society - Subgroups

95

9397

96949596

100

9796

9189

82

9694

909595

9293

9597969595

939496

93

-2

-2-1

-2-2-1-2

-1-1

-4-4

-1-3-1-2-1

-5-2

-2

-2-1

-5-1-2

-5

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Helsinki Espoo

KauniainenVantaa


TrainTramMetro





Helsinki 2012

Value for money in subgroups

BEST 2012


Helsinki Value for money - Subgroups

58

6055

5653

616463

6057

6046

19

6649

464647

5455

536463

5447

6669

6062

-24

-22-27

-27-27

-23-20

-23

-22-25-25

-33-55

-18-33

-30-32-31-29

-26

-30-17

-21-27

-29-21

-15-27-26

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Helsinki Espoo

KauniainenVantaa


TrainTramMetro





BEST 2012


Helsinki PT gives good value for money - Subgroups

69

7068

7064

7272

70

736868

5422

7859

575857

6560

657473

6659

7281

7172

-15

-15-16

-14-17

-14-14

-23

-13-15

-17-25

-49

-10-20-19

-23-19-18

-20

-20-9

-12-18-16-14

-8-17-16

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Helsinki Espoo

KauniainenVantaa


TrainTramMetro





BEST 2012


Helsinki PT fares are reasonable - Subgroups

47

5143

4342

4955

58

4746

5238

15

5538

343536

4350

415453

4335

6156

4952

-34

-29-38

-39-37

-32-26

-22

-32-35-33

-42-61

-25-47

-41-42-43-41

-32

-40-24

-30-36

-43-27

-23-36-35

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Helsinki Espoo

KauniainenVantaa


TrainTramMetro





Helsinki 2012

Loyalty in subgroups

BEST 2012


Helsinki Loyalty - Subgroups

83

8085

8478

8684

81

8884

7368

52

887778

7672

7680

7888

8480

78908988

76

-6

-7-5

-4-8-6-7

-10

-3-5

-10-17

-38

-3-9

-5-11

-9-6

-8

-6-2-3

-8-11

-3-2-3

-13

Total

ManWoman

16 - 2425 - 4445 - 6465 - 79

80 +



Never

Helsinki Espoo

KauniainenVantaa


TrainTramMetro





Helsinki 2012

Background information

BEST 2012


Public transport travel frequency – Helsinki 2012

47

43

56

74

56

43

22

33

54

54

77

23

35

24

26

23

15

23

23

42

28

18

25

14

41

40

18

19

14

8

12

21

26

25

15

11

8

26

20

10

11

6

3

9

11

9

8

12

8

1

8

5

1

1

1

1

1

3

1

1

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Working, fulltime

Working part time

Student

Retired

Others

Daily

A few times per week

A few times per month

Less than monthly

Never

BEST 2012


Life situation – Helsinki 2012

53

56

52

23

75

67

3

59

41

50

70

37

5

4

8

6

7

7

3

7

6

4

6

7

13

16

11

67

8

20

8

6

2

21

18

21

17

94

100

9

33

31

18

50

7

6

8

5

9

9

5

12

9

4

4

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily

A few times per week

A few times per month

Less than monthly

Never

Working, fulltime

Working part time

Student

Retired

Others

For more information and other reports see our web site http://best2005.net or

https://report.scandinfo.se/best/

benchmarking in european service of public transport

Documents

best main report

best performing cityregion

separate report

best survey response

main results

city center

sampling sampling procedures

fixed line telephones