BEST 2014

BEST special topic 2013Ticket media

Kjetil Vrenne, BEST Project Manager2014

BEST 2014

Previous special topics

• 2008: Use of PT information channels• 2009: How to finance PT service improvements• 2010: Transfers• 2011: Walking distance vs. frequency• 2012: Comfort vs. travel time• 2013: Ticket media & use of PT information

channels

BEST Special topic 2013 Page 2

BEST 2014

Ticket media

1. How common is different ticket media & how does the use differ between cities?

2. How is it affected by travel frequency & overall satisfaction with public transport?

3. Are there differences between customer groups? PT travel frequency, age, satisfaction with PT?

4. Differences between BEST cities?

Page 3BEST Special topic 2013

BEST 2014

• Target group is citizens aged 16 years or older

• Data collection method is web panel • Data collection period – May to

December 2013

Data collection

BEST Special topic 2013 - Preliminary report Page 4

Number of interviews in 2013

Stockholm 619

Oslo 639

Helsinki 1 252

Copenhagen 614

BEST 2014

Questions asked regarding ticket media

Page 5BEST Special topic 2013

Always Often Sometimes Seldom Never Don’t know

a) On an electronic travel card (smart card) □ □ □ □ □ □

a) On your mobile phone (bougth with please specify : ___ apps/ SMS/etc)

□ □ □ □ □ □

a) On traditional paper or cardboard □ □ □ □ □ □

When travelling by public transport, how often is your ticket …….?

BEST 2014

Travel card / Smart card

BEST Special topic 2013 Page 6

Stockholm Oslo Helsinki Copenhagen0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

65%

47%

64%

15%

14%23%

12%

64%Don't knowNeverSeldom SometimesOftenAlways

When travelling by public transport, how often is your ticket …….?

BEST 2014

Mobile phone (app/SMS)

BEST Special topic 2013 Page 7

Stockholm Oslo Helsinki Copenhagen0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

67% 66% 64% 66% Don't knowNeverSeldom SometimesOftenAlways

When travelling by public transport, how often is your ticket …….?

BEST 2014

Paper tickets

BEST Special topic 2013 Page 8

Stockholm Oslo Helsinki Copenhagen0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

10% 11% 7%

48%

52%

35%29%

12%

Don't knowNeverSeldom SometimesOftenAlways

When travelling by public transport, how often is your ticket …….?

BEST 2014

Estimated share of citizens using the ticket media when going by PT

BEST Special topic 2013 Page 9

Stockholm Oslo Helsinki Copenhagen0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

68%54%

65%

22%

10%

16%10%

13%

22%30% 25%

65%

Paper ticketMobile (app/SMS)Travel card

BEST 2014

Estimated share of trips per ticket media

BEST Special topic 2013 Page 10

Stockholm Oslo Helsinki Copenhagen0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

81%68% 74%

17%

8%

15% 9%

15%

11% 17% 18%

68%

Paper ticketMobile (app/SMS)Travel card

BEST 2014

Estimated share of citizens using ticket media, based on PT travel frequency

BEST Special topic 2013 Page 11

Daily A few times per week

A few times per month

Less than monthly

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

70%61%

52%

28%

10%12%

12%

12%

20% 27%36%

60%

Paper ticketMobile (app/SMS)Travel card

BEST 2014

Estimated share of citizens using travel card, based on PT travel frequency

BEST Special topic 2013 Page 12

Daily

Wee

kly

Mon

thly

Less

Daily

Wee

kly

Mon

thly

Less

Daily

Wee

kly

Mon

thly

Less

Daily

Wee

kly

Mon

thly

Less

Stockholm Oslo Helsinki Copenhagen

0%10%20%30%40%50%60%70%80%90%

100%

84%

76%

62%

34%

71%

61%

47%

27%

76%

71%

60%

38%

10%

26% 35

%

14%

Travel card

BEST 2014

Estimated share of citizens using Mobile (app/SMS), based on PT travel frequency

BEST Special topic 2013 Page 13

Daily

Wee

kly

Mon

thly

Less

Daily

Wee

kly

Mon

thly

Less

Daily

Wee

kly

Mon

thly

Less

Daily

Wee

kly

Mon

thly

Less

Stockholm Oslo Helsinki Copenhagen

0%10%20%30%40%50%60%70%80%90%

100%

8% 8% 8%

18%

14% 21

%

20%

12%

8% 10%

11%

10% 17

%

13%

12%

10%

Mobile (app/SMS)

BEST 2014

Estimated share of citizens in each age bracket using ticket media

BEST Special topic 2013 Page 14

16 - 24 25 - 44 45 - 64 65 - 79 80 +0%

10%20%30%40%50%60%70%80%90%

100%

59% 55% 55% 51% 55%

13% 16% 8%3%

3%

27% 29% 38% 46% 42%

Travel card Mobile (app/SMS) Paper

BEST 2014

Estimated share of citizens in each age bracket using Mobile (app/SMS)

BEST Special topic 2013 Page 15

16-24

25-44

45-64

65-79

80 +

16-24

25-44

45-64

65-79

80 +

16-24

25-44

45-64

65-79

80 +

16-24

25-44

45-64

65-79

80 +

Stockholm Oslo Helsinki Copenhagen

0%10%20%30%40%50%60%70%80%90%

100%

13%

14%

6%

1% 3%

15% 23

%

11%

4%

0%

10%

12%

8% 5% 2%

19%

19%

7%

3% 5%

Mobile (app/SMS)

BEST 2014

Mobile (app/SMS) used more frequently by dissatisfied customers (NB! But they are a very small

group)

BEST Special topic 2013 Page 16

Very dissatisfied Dissatisfied Neither/nor Satisfied Very satisfiedOverall satisfaction with public transport

0%10%20%30%40%50%60%70%80%90%

100%

45% 48% 41%59%

70%

17% 13%14%

11%8%

38% 40% 46%30%

21%

Travel card Mobile (app/SMS) Paper

BEST 2014

Ticket media: Summary

BEST Special topic 2013 Page 17

1. The use of ticket media is quite similar, but:– Paper tickets are more widely

used in Copenhagen– Mobile tickets a bit more

common in Oslo and Copenhagen

– Stockholm & Helsinki has a the highest share of travel card users

2. Frequent travellers more often use travel cards

3. Mobile (app/SMS) are used by both high & low frequent users – and more by younger people

4. There is a tendency that less satisfied customers uses mobile (app/SMS) more than satisfied customers