BEST 2014BEST 2011BEST 2014

BEST Survey results 2013

BEST 2014

Suggested agenda – BEST Survey 2013 presentation

BEST Survey 2013 Page 2

Suggested agenda

10 min Introduction, and info about the survey

10 min Changes in the PT service / use of PT in your region from March 2012 compared with the year 2013

45 min BEST Survey Results 2013 including Special Topics

10 min Results from BEST key figure database

15 min BEST Seminar 2014 & workshops 2014

BEST 2014

BEST Benchmarking in European Service of public Transport

”To be humble enough to admit that there is always something you can learn

from others, and ambitious enough to believe that even the BEST can be

improved”

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BEST 2014

OrganisationSteering committee: Nordic Directors Meeting (NDM)Chairman: Jens Plambeck, SLL/TFVice chair: Pernilla Helander, SLL/TFPlanning committee:• Pernilla Helander, SLL/TF• Marit E. Leite, Ruter• Jesper Wibrand, Movia• Antti Vuorela, HSLPermanent working group: • Key figure database

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BEST 2014

Objective & working process

Objective: Strengthen PT organisations’ focus on customers’ needs and expectations & a learning process among public transport professionals

Survey: Benchmarking of citizens perception of public transport service.

Key figure database: Benchmarking of “hard facts”

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Survey results & analysis

NDM

WG Key figure database

BEST Seminar

NDM

Workshops & WG Key figure

database

BEST 2014

• 1.000 interviews with citizens aged 16+ per year

• A continuous web panel survey throughout the year (Jan – Dec), from Nov 2012 (except Geneva and parts of Helsinki)

• Before: A telephone survey conducted March every year from 2001 – 2012

• Perceived quality – 10 dimensions (approx. 27 statements)

• Quality evaluated on a 5-point scale

• Special topic

The Survey

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BEST 2014

Special topics 20131. Use of PT info channels2. Use of ticket media

(electronic travel card, mobile phones, paper)

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BEST 2014

Reporting

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https://manager.dapresy.com/manager/

Possible to export to Excel

Key figure report

BEST 2014

BEST Seminar• Exchange of experiences &

networking• Once a year – this year in the

autumn• Discussing the results of the

survey• Special topics • Award given to ”BEST City”• Suggest topics for work shops• Colleagues dinner

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BEST 2014

BEST work shops 2013

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1. WG: Key figure database2. WS: How to improve PT-

ridership?3. WS: Pricing & fares4. WS: Travel and traffic

information

Topics 2013:

• One day in-depth discussion• Topics suggested at Seminar,

could also be linked to Special Topic

• All participating cities makes a presentation

Work shops:

BEST 2014

Dimensions believed to affect satisfaction included in the survey

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

10. Loyalty

8. Value for money

7. Social image

9. Satisfaction

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

Ridership

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BEST 2014

Page 12

BEST Survey results• 1.000 interviews with citizens

aged 16+ per year

• Since 2001• Approx. 27 statements

1. Traffic Supply2. Reliability3. Information4. Staff behaviour5. Personal safety

6. Comfort7. Social image8. Value for money9. Satisfaction10. Loyalty

Quality dimensions

Overall satisfaction with PT (2013)

Stockholm Oslo Helsinki Copenhagen0

10

20

30

40

50

60

70

80

90

70 %

59 %

78 %

52 %

Development in overall satisfaction

BEST Survey 2013

BEST 2014BEST 2011BEST 2014

City report / prepared for each city(File exported from Dapresy)

BEST 2014BEST 2011BEST 2014

Special topic: PT information channels

BEST 2014BEST 2011BEST 2014

Special topic: Use of ticket media

BEST 2014BEST 2011BEST 2014

BEST Key figure database

BEST 2014BEST 2011BEST 2014

What should we present at the BEST Seminar 2014?

BEST 2014BEST 2011BEST 2014

BEST Seminar & work shops 2014

BEST 2014

Other input we want to give BEST• BEST Survey & Reports

– What do we think could be changed / be improved?

• Special topics 2015– Topics that might be especially interesting for us to include in the 2015 survey?

• Work shops 2014– Any topic that would be especially useful for us to discuss with fellow PT

professionals?

• BEST Seminar 2014 / the seminar in general?– Topics that our organisation might present at the seminar

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