today's presentation

Barclays Cycle Hire customer satisfaction and usage survey:Wave 5 Members Only ResultsFINAL February 2013

Debbie ShuttlewoodTrevor TaylorClaire Davies

Today's presentation...2

1. Survey methodology

2. Key findings

3. Key measures

4. Drivers of satisfaction

5. Pricing, value for money and likelihood to renew

6. Customer journey

7. Last trip

8. Attitudes and behaviours

This work was carried out to the international quality standard for market research, ISO 20252

1. Survey methodology

3

4

Methodology and approach

2,686 interviews completed online

6-19 December 2013

35,000 invites sent - response rate of 7.7%

Active only members invited to take part i.e. those who have hired a bicycle in the last 3 months

Sample was taken from TfL’s database of registered users

Data is unweighted

2. Key findings

5

Novelty factor of the scheme results in

high initial satisfaction

Decline in satisfaction as ‘novelty factor’

wears off and tolerance of initial teething problems

declines

Stable or improving scores show that remedial action to improve the BCH experience is taking

effect

Decline in satisfaction, though

less steep than between waves 1 and

2, and some touchpoints have

improved

Overall satisfaction has dropped at wave 5 - mix of decreases and increases in ratings across touchpoints

6

Wave 3Satisfaction

68

Wave 2Satisfaction

63

Wave 1Satisfaction

70

Wave 4Satisfaction

70Wave 5

Satisfaction69

July 2010 October 2011July 2011 June 2012 December 2012

The cycle hire customer journey has generally improved since the scheme’s inception but performs below wave 4 in certain aspects

7

Information and registration

Website Key Availability and docking stations

Cycles TerminalsContactCentre

Base: All members: W2: 2,652, W3: 947, W4: 2,526, W5: 2,686, except Registering: all who registered in the four months before the survey: W3: 233, W4: 300, W5:376; Contact Centre: all who contacted the contact centre in the two months before the survey: W2: 1,314, W3: 525, W4: 932, W5: 916. (NB: wave 1 results not shown as some touchpoints not measured at wave 1)

mean

Key headlines9

Overall satisfaction has decreased below levels seen at wave 4 Recommendation of BCH has also decreased, to levels not seen since wave 2 There has been a significant increase in those saying they will not renew their

membership when it runs out, mainly due to cost reasons and availability of bicycles and docking points

Prior awareness of the January price increase is high Ratings of value for money of BCH have decreased

Satisfaction with the membership key has increased significantly and is again the highest rated measure

Although satisfaction with some touchpoints is higher than at wave 4, most are lower. Crucially satisfaction with docking stations, bicycles and terminals has decreased

Satisfaction with availability of bicycles and spaces on the most recent trip is higher for those who started or ended their trip in the Eastern Extension Zone than the Central Zone, however, ratings of overall trip experience are comparable between the two zones

10

The ease of using the membership key, information on how BCH works and the bicycles have the biggest impact on overall satisfaction

These are strong performing measures to maintain

The availability of bicycles at docking stations is a priority improvement area

Availability of free docking points is also important

Where to focus improvements

Overall satisfaction

Improve

Maintain

Ease of use of membership key

Information Bicycles

Availability of bicycles

Availability of docking points

11

3. Key measures

Overall satisfaction is down from wave 4, driven by a decrease in top box score

Q Taking everything into account, how satisfied are you with your overall experience of Barclays Cycle Hire?

Mean score70

Base: All members: W1: 3,754; W2: 2,652; W3: 947; W4: 2,526, W5: 2,686

12

Mean score63

Wave 1 Wave 2

Mean score68

Wave 3

Mean score70

Wave 4

Mean score69

Wave 5

Those travelling regularly, and problem free, are more satisfied. Awareness of price increase has a negative impact on satisfaction


Base: All members: W5: 2,686. 1. Commuters are defined as those using Barclays Cycle Hire for commuting at least once a week, 2. Non commuters are defined as those using Barclays Cycle Hire for commuting less than once a week or never.

13

Mean score69

Wave 5Most likely to be satisfied: (mean)

Not had a problem preventing them from completing a journey in the last 6 months: (73)

Annual access type: (71)Commuters1: (71)

Those not previously aware of price increase: (71)

Least likely to be satisfied: (mean)Problem prevented completion of a journey in

the last 6 months: (66)24 hour / 7 day access type: (67)

Non-commuters2: (67)Aware of price increase: (69)

Mean score80

Mean score75

Advocacy of Barclays Cycle Hire has dropped below levels seen at waves 3 and 4

14

Q How likely would you be to recommend Barclays Cycle Hire to friends or family

Base: All members: W1: 3,754; W2: 2,652; W3: 947; W4: 2,526, W5: 2,686

Mean score80

Wave 1 Wave 2 Wave 3

Mean score81

Wave 4

Mean score77

Wave 5

15

4. Drivers of satisfaction

Overall satisfaction: membership key, information on BCH and bicycles have the largest impact

The impact on overall satisfaction refers to the % increase in the mean overall satisfaction score based on a simulated 10% increase in the mean score of a particular driver

16

1.9%

1.7%

1.6%

1.3%

1.2%

1.2%

0.9%

0.4%

0.2%

0.1%

0.1%

0.1%

Total impact on overall satisfaction

“Barriers” indicate where a touchpoint is a hygiene factor (getting it wrong

will dissatisfy users; getting it right will not delight users); “drivers” indicate

where it will delight users.

Ease of using the membership key to access a bicycle

Information on how BCH works

Bicycles you have hired through BCH

Availability of bicycles at docking stations

Working condition and general maintenance of the docking stations

Value for money of BCH

Availability of free docking points

Service of the contact centre

Process of registering as a member overall

Maps at the terminals

Information panels, print outs, screens and ease of using the terminals?

Website

Overall satisfaction: availability of bicycles followed by availability of free docking points are the main priorities for improvement

17

Impa

ct

Performance

Top improvement priority: Poor performance in an area of high impact on customer opinion

Priority maintenance area:Strong performance in an area of high impact on customer opinion

Second improvement priority: Poor performance in an area of low impact on customer opinion

Secondary maintenance area: Strong performance in an area of low impact on customer opinion

Performance

Imp

act

Impact versus performance quadrants: a guide to interpretation

Average performance (all touchpoints combined)

Average impact (all touchpoints combined)

18

5. Pricing, value for money and likelihood to renew

Over 8 in 10 are aware of the price increase, half found out from email communication or the media

19

Base: All members: W5: 2,686; all who are aware of price rise: W5: 2,240

Yes

No

Q Are you aware that from January 2013 the access fees for using Barclays Cycle Hire will increase for daily, weekly and annual usage?

(Asked of 2,240 who are aware) Q How did you find out about these upcoming access fee increases? (top mentions)

(Asked of 515 who rated 0-6)Q Why do you say you are not satisfied with the value for

money of Barclays Cycle Hire? (Mentions above 6%)

Ratings of value for money have dropped – perceptions of expense is the main reasonQ How satisfied are you with the value for money of the amount you pay at the moment to use Barclays Cycle Hire?*

81

Base: All members: W1: 3,754, W2: 2,652, W3: 947, W4: 2,526, W5: 2,686; all who are not satisfied with the value for money of BCH: W4: 288, W5: 515, * Question wording to wave 4: How satisfied are you with the value for money to you of using Barclays Cycle Hire?

80 Too expensive

Poor availability of spaces

Doesn’t cover enough locations

Poor availability of bicycles

Additional charge after 30min

Don’t use enough

Faulty docking stations

Faulty bicycles

Quality of the bikes is not good

Planned price increase

W1 W2 W3Mean scores

82

W4

83 79

W5

20

Yes, with same access period

Yes, but will change access period

No

N/A – Auto renew

Don’t know

A fifth are not intending to renew their membership and a further fifth don’t know – cost is a major factor in this change

21

Base: All members: W3: 947, W4: 2,526, W5: 2,686; those who are not renewing: 549

Q Thinking about your membership, are you intending to renew it when it runs out?

Wave 3

Wave 4

Wave 5

Yes

No

N/A – Auto renew

Don’t know

(Asked of 549 not renewing) Q Why are you not intending to renew your

membership when it runs out? (Mentions above 2%)

Wave 4

3%

28%

25%

9%

n/a

9%

7%

18%

7%

10%

22

6. Customer journey

Annual members are more satisfied across most measures, however, those with the 24 hour access period are more satisfied with availability

23

Mean satisfaction scores Annual Seven day 24 hour

Overall satisfaction 71 67 67

Recommendation 77 75 75

Satisfaction with information provision 74 70 69

Satisfaction with working condition and general maintenance of docking stations 73 70 71

Satisfaction with ease of using a membership key to access a bicycle 85 76 75

Satisfaction with the terminals 68 64 64

Satisfaction with value for money of BCH 80 76 76

Annual Seven day 24 hour

Satisfaction with availability of bicycles 54 51 57

Satisfaction with availability of spaces 49 51 53

Health benefits, cost, convenience and speed are the main reasons for becoming a member

24

Base: All who joined scheme in last 6 months; W5: 679

Q What triggered you to start using Barclays Cycle Hire? (Mentions above 5%)

Congested tubes and trains. Why be crammed in underground

when I can cycle about and see more of London?

My bike was stolen and it seemed like value for money at the time. When the cost goes up I may as well buy a new bike and take my chances of that one

getting stolen.

Lived and worked close to docking station. Cheap and quick

form of transport that is generally excellent value for money if you live in the right

place.

Members continue to use BCH due to health benefits, speed, convenience and cost

25

Base: Wave 4: All members who registered since the start of 2012 and sometimes use a different mode of transport: 256, wave 5: All who joined scheme in last 6 months; W5: 679

Wave 5

Q What triggered you to start using Barclays Cycle Hire? (Mentions above 5%)

Wave 4

Q Why did you switch from travelling by...to using a Cycle Hire bicycle for this trip/the part of the journey you made using BCH? And which of these was the main reason?

26Members are increasingly getting information by word of mouth, though the website is still the main source

Base: All members: W1: 3,754, W2: 2,652, W3: 947, W4: 2,526, W5: 2,686 *TfL helpline / helpdesk / call centre not in precode list w1-w4

Q From where did you get information on how Barclays Cycle Hire works?

Website

From a friend/ colleague

Terminal at the docking station

Leaflet

TfL helpline / helpdesk / call centre*

Newspapers/press

Advertising

Email

Mobile phone app

Satisfaction with information provision has dropped slightly but remains highQ How satisfied are you with the information on how Barclays Cycle Hire works?

74

(Asked of 718 rating 0-6) Q Why do you say you are not satisfied with the information

you have obtained or received on BCH? (Mentions above 10%)

Base: All members: W1: 3,754, W2: 2,652, W3: 947; W4: 2,526, W5:2,686, all who are not satisfied with information on how BCH works: W5: 718

27

71 72Mean scores

Lack of information about docking or undocking bicycles

It was hard to understand how much using Barclays Cycle Hire would cost

It didn't answer all my questions

The website was unclear/ not user friendly

The account details web pages were unclear/not user friendly

The website didn't give up to the minute information of Bicycle availability

It wasn't that clear from the maps at the terminal where the docking stations are

The info didn't make it clear that all membership keys would be activated at the same time

It wasn't that clear from the website where the docking stations are

73 72

W1 W2 W3 W4 W5

Satisfaction with the registration process remains high

Q How satisfied are you with the process of registering as a member overall, on a scale from 0 to 10 where 10 is extremely satisfied and 0 is extremely dissatisfied?

71

(Asked of 82 rating 0-6) Q Why do you say you are not satisfied with the registration

process? (Mentions above 5%)

Base: All members: W1: 3,754, W2: 233, W4: all who registered since Jan 2012: 300, W5: all who registered since Aug 2012: 376; all who are not satisfied with the process: 82 (NB: question not asked at W3)

28

67Mean scores

74 75

W1 W2 W4 W5

Satisfaction with the terminals has dropped back slightly, though a third remain in the top boxQ How satisfied are you with the information panels, print outs, screens and ease of using the terminals?

(Asked of 839 rating 0-6) Q Why do you say you are not satisfied with the

terminals? (Mentions over 6%)

Base: W2: 2,652; W3: 947, W4: 2,526; W5 2,686 all users who are not satisfied with the terminals: 839

29

6567

Mean scoresWave 2 Wave 3

69

Wave 4

It was not easy to use the maps at the terminal

It was not easy to understand how the terminal screens worked

I was not able to get a print out of the information I wanted from the terminal

Information provided in balance, usage cost and access period enquiries was not clear

Information on tariffs provided at the terminal was not clear

Technical problems/ terminals/screens not working

Information provided on a journey record print out from the terminal was unclear

Software/screen/ terminal/too slow to use

Lack of information/ instructions

Overly complicated process/too many steps

66

Wave 5

Almost half are satisfied with the maps at the terminals

Q How satisfied are you with maps at the terminals?

Base: All members: W5: 2,686, all who are not satisfied with the maps at the terminals: 631

30

72Mean score

Wave 5

They don't show the nearest docking stations

Difficult to orient myself using the maps

Scale is too small/ doesn't cover enough distance

Not enough information/ detail

They don't give enough road information (e.g. one-way streets)

They don't show cycle lanes

They are not North facing/North should be at the top

Scale is too big/covers too much distance

(Asked of 631 rating 0-6) Q And why do you say you are not satisfied with the maps at the

terminals? (Mentions above 3%)

Q Do you check the availability of bicycles and/or spaces at docking stations before making a Barclays Cycle Hire journey?

The majority check for availability of bicycles and docking points before their journey, mainly by mobile app

31

Base: All members: W5: 2,686; all who check availability of bicycles: 1,877, all who check availability of spaces: 1,756

Bicycles Spaces

Check availability:

Cycles 70%

Spaces 65%

Q How do you check this availability before making a Barclays Cycle Hire journey?

Older members are less likely to check for availability prior to making a cycle hire journey

Base: aged 16-34: 966, aged 35-54: 1438, aged 55+: 278

Q Do you check the availability of bicycles and/or spaces at docking stations before making a BCH journey?

32

16-34

35-54

55+

Bicycles

Spaces

16-34

35-54

55+

Satisfaction with availability of cycles and spaces are the lowest performing measures

Q How satisfied are you with the availability of bicycles at docking stations?

54

Base: All members: W1: 3,754, W2: 2,652, W3: 947, W4: 2526, W5: 2686

33

Wave 1 Wave 2

52

*Asked as “Availability of empty docking points to return bicycles” in wave 1

49

Wave 1Wave 2

49

Q How satisfied are you with the availability of free docking points to return bicycles at docking stations? *

53

Wave 3 Wave 3

50

Mean scores Mean scores

56 52

Wave 4 Wave 4Wave 5 Wave 5

5055

Significantly higher

satisfaction with number of

bicycles available rather than number of

spaces

The proportion who say that availability of spaces and docking points has stayed the same has increased

34

The availability of bicycles at docking stations

Base: All members: W4: 2,526 (in brackets), W5: 2,686

The availability of free docking points

Improved

Stayed the same

Got worse Improved

Stayed the same

Got worse

Q Thinking specifically about the following areas, generally would you say things have improved, stayed the same or got worse

(27%)

(49%)

(22%) (20%)

(52%)

(24%)

Three in five have failed to find a bicycle at their first choice of docking station in the last month...

35

Base: All members: W5: 2,686; all who failed to find a bicycle at first choice of DS: 1,557

Q In the last month have you tried to hire a bicycle but failed to find an available bicycle at your first choice of docking station?

Yes

No

Q The last time you failed to find an available bicycle at your first choice of docking station, what did you do next?

...and a similar proportion failed to find a space to return the bicycle36

Q In the last month have you failed to find an available space to return a bicycle to at your first choice of docking station?

Yes

No

Q The last time you failed to find an available bicycle at your first choice of docking station, what did you do next?

Base: All members: W5: 2,686; all who failed to find an available space at first choice of DS: 1,629

Satisfaction with docking stations has declined but remains higher than wave 3 resultsQ How satisfied are you with the working condition and general maintenance of the docking stations overall?

67

(Asked of 695 rating 0-6) Q Why do you say you are not satisfied with the working

conditions and general maintenance of the docking stations? (Mentions above 1%)

Base: All members: W2: 2,652 W3: 947, W4: 2,526, W5: 2,686 all who are not satisfied with the working condition and general maintenance: 695

37

Mean scores70

Wave 2Wave 3

74

Wave 4

Docking stations do not always work

Broken bicycles are not fixed quickly enough

Found it difficult to undock the bicycle

Found it difficult to dock the bicycle back

Docking stations are often untidy/unclean

Software/technical problems

Terminals not working/ don't always work

Wave 5

72

The ease of using the membership key has significantly increased for three consecutive wavesQ And how satisfied are you with the ease of using the membership key to access a bicycle?

64

(Asked of 437 rating 0-6) Q Why do you say you are not satisfied with the ease of

using the membership key to access a bicycle? (Mentions above 1%)

Base: All members: W1: 3,754, W2: 2,652 W3: 947, W4: 2,526, W5: 2,686 :all who are not satisfied with the ease of using the membership key: W5: 437

38

79 73

Wave 1 Wave 2 Wave 3Mean scores

78

Wave 4

I cannot rely on my key to work when I want to access a bicycle

My key had to be replaced

It takes too long to release the bicycle

My key does not work at any docking station

Keys are poorly designed/bulky

Issues with updating credit card details/ unable to do via website

81

Wave 5

Satisfaction with bicycles has decreased

Q In general how satisfied are you with the bicycles you have hired through Barclays Cycle Hire?

75 72

Base: All members: W1: 3,754, W2: 2,652, W3: 947, W4: 2,526, W5: 2,686

72

Wave 1 Wave 2 Wave 3Mean scores

72

Wave 4

71

Wave 5

Dissatisfaction with the functionality of cycles centres around gears, dissatisfaction with maintenance relates to faults, gears and brakes

Q Why do you say you not satisfied with the bicycles? (mentions above 2%)

40

Base: All who are not satisfied with the bicycles: W5: 786

Satisfaction with the contact centre is increasing, though over half of those not satisfied cite lack of resolution of issueQ And still thinking about the last time you contacted the centre how satisfied were you with the service that you received?

55

(Asked of 191 rating 0-6) Q And why do you say you are not satisfied with the

contact centre? (Mentions above 4%)

Base: All members who have contacted the contact centre: W2: 1,314, W3: 525; W4: 932, W5: 916, all who are not satisfied with the service received: 191

41

They did not resolve my issue

Staff did not seem knowledgeable

They did not have the information I needed

Staff were not helpful

The waiting time was too long to get through to someone

The information provided was not accurate

I could not get through/ had to call several times to speak with someone

Staff did not take me seriously

No response/response time too long

66Mean scores

Wave 2 Wave 3

74

Wave 4

76

Wave 5

Availability of cycles and spaces would encourage increased use of BCH. Price increase is also mentioned

42

Base: All members: W5: 2,686

Q What would encourage you to use Barclays Cycle Hire more? (Mentions above 5%)

Knowing that there would be a space to park at my destination. I know that I can

get a 15 minute extension, but I might as well have walked (i.e. journey time

not guaranteed)

Keeping the cost down to less than a bus journey. It's ridiculous to charge more.

Safer roads - designated cycle lanes in the areas I am not

familiar with - currently I mainly use them for one route which I

know is relatively safe

43

7. Last trip

Satisfaction with the last trip has decreased. Availability of cycles and docking points cited as particularly good

Q How satisfied are you with the overall experience of using Barclays Cycle Hire for this particular trip?

Base: All members: W4: 2,526, W5: 2,686

44

76Mean scores

Wave 4 Q Thinking about this last time using Barclays Cycle Hire what was particularly good about your experience? (Mentions above 5%)

Availability of bicycles at DS

Availability of spaces at DS

Faster than other methods of transport/ saves time

Condition of the bicycle/well maintained

Easy to use

Everything is good

Being outside/fresh air /enjoying the weather

Nothing / negative comments

73

Wave 5

However, availability is also mentioned by those dissatisfied with their last trip

Q How satisfied are you with the overall experience of using Barclays Cycle Hire for this particular trip?

45

Q And what was particularly bad about your experience? (Mentions above 2%)

Base: All members: W4: 2,526, W5: 2,686

Lack of spaces at DS

Too much heavy traffic/road danger

Lack of bicycles/empty docking station

Poor weather

Problems with gears

Inconvenient locations/lack of DS in desired area

Problems with bicycles

Docking stations aren't working properly/hard to dock/ undock bike

Nothing / positive comments

76Mean scores

Wave 4 Wave 5

73

46

“Everything worked, and at the end point I snagged the very last

available free docking point.”

“There was a bike to use at a very busy time of the day. The bike worked (the

bell worked too - very important for the journey I made!) and there was a space

at my destination docking station.”

“Nice early morning ride. Easy to take bike

out, put bike back in the 2nd space I pushed it in

to (1st showed red light)”

“Convenience - both docking stations were within 50m of where I was and wanted to go.”

“Cycle superhighway made for a pleasant journey which

seemed safer than cycling on roads.”

“Bike was available at docking station, and use of bike meant that journey was significantly reduced in midday traffic of

central London”

“It means I don't have to spend time changing tube lines to make a relatively simple journey. I can see London life passing by as I go. I feel

more connected to the city.”

“It was a relaxing way to get around

sightseeing on a day off work”

“Ease of use, having a key fob as opposed to paying using a

credit/debit card (which is very temperamental/ difficult!)”

Members’ comments: good experiences

47

“On that occasion I had to wait a few minutes for a

space to become available at my destination docking

station.”

“Bikes were not available. Several stations in the area were not working. I went to another docking station, where

the bikes tyres were punctured.”

“Bike wouldn't come out of dock. Key then disabled. £150 fine. Now resolved and refunded but took 10

days.”

“No availability of spaces for docking and lack of

accurate information on the Mobile APP about

availability of spaces for docking.”

“The cost and having to rush to a docking stock without incurring extra

costs.”

“The bell didn't work on the bike - this is very important when you

ride a bike I find, prevents pedestrians walking out in front of

you”

“The first 3 docking stations at my destination were all full.”

“No proper lanes to cycle. Other cyclists were in a hurry and you could feel the

pressure to speed up even though there was no place and far too many buses.”

“2 docking stations I first went to were inside a park

and therefore not accessible at night, the third docking station was empty, only found a bike on the 4th

docking station.”

Members’ comments: poor experiences

Satisfaction with availability of bicycles and spaces on last trip is relatively stable

Q Still thinking specifically about this most recent trip using Barclays Cycle Hire, how satisfied are you with the following on a scale of 0 to 10 where 10 is extremely satisfied and 0 is extremely dissatisfied?

Base: All members: W3: 947, W4: 2,526, W5: 2,686

Mean score Mean score

The number of bicycles available to hire at docking stations

The number of available spaces to return bicycles at docking stations

Significantly higher

satisfaction with number of

bicycles available rather than number of

spaces

Wave 4Wave 3

66 68 63 65

Wave 4Wave 3Wave 5

68 63

Wave 5

48

Mean satisfaction with availability of bicycles on last trip is higher in the Eastern Extension than the Central Zone...

49

Eastern: 73Central Zone: 68

Q Thinking specifically about this most recent trip using Barclays Cycle Hire, how satisfied are you with the number of bicycles available to hire at docking stations

Mean score

Base: All whose start station was in zone: Central: 2,020, Eastern: 371

... And is highest in East London and lowest in North West London50

Base: All whose start station was in postcode: E: 352, EC: 375, N: 161, NW: 200, SE: 355, S: 335, W: 394, WC: 219

NW: 61EC: 73 E: 74

S: 72

N: 65

W: 63SE: 68

Q Thinking specifically about this most recent trip using Barclays Cycle Hire, how satisfied are you with the number of bicycles available to hire at docking stations

Postcode area Mean score

WC: 71

Mean satisfaction with availability of spaces to return cycles is slightly higher in the EEZ than in the Central zone...

51


Mean score

Q Thinking specifically about this most recent trip using Barclays Cycle Hire, how satisfied are you with the number of available spaces to return bicycles at docking stations

Base: All whose end station was in zone: Central: 2,179, Eastern: 187

...and is highest in North and North-West London, and lowest in the South and Central postcode areas

52

NW: 71EC: 61 E: 68

S: 60

N: 73

W: 66SE: 62



WC: 61

Base: All whose end station was in postcode: E: 286, EC: 448, N: 109, NW: 137, SE: 324, S: 379, W: 405, WC: 283

Though there is variation in availability between the Central and Eastern zones, trip experience is consistent

53

Start of trip End of trip

Overall experience

this trip

Availability of cycles this trip

Overall experience

this trip

Availability of spaces this trip

Central zone 74 68 75 64

Eastern 75 73 75 67

E 75 74 76 68

EC 77 73 74 61

N 74 65 76 73

NW 74 61 76 71

SE 74 68 77 62

S 75 72 73 60

W 74 63 74 66

WC 71 71 73 61

Base: All whose start station was in zone: Central: 2,020, Eastern: 371, postcode: E: 352, EC: 375, N: 161, NW: 200, SE: 355, S: 335, W: 394, WC: 219, All whose end station was in zone: Central: 2,179, Eastern: 187postcode: E: 286, EC: 448, N: 109, NW: 137, SE: 324, S: 379, W: 405, WC: 283

Mean score

Journey purpose is comparable across zones, with a higher proportion travelling on employer’s business in the Central Zone

54

Base: All who say they travel by BCH and whose start station was in zone: Central: 2,006, Eastern: 369; and whose end station was in zone Central: 2,167, Eastern: 183

Start zone (most recent trip)

End zone (most recent trip)

Most common journey purpose using BCH

Central Zone

Eastern Zone

Central Zone

Eastern Zone

Commuting to/from work 58% 61% 59% 64%

On employer's business 9% 6% 8% 4%

Travelling to/from a place of education 3% 3% 3% 4%

Shopping 4% 5% 5% 3%

Visiting/meeting friends or relatives 5% 5% 5% 8%

Personal business 7% 5% 7% 4%

Leisure 9% 10% 9% 8%

Socialising 4% 5% 4% 4%

Other 1% 1% 1% 0%

55

8. Attitudes and behaviours

Three quarters believe that BCH makes a positive contribution to London


Q To what extent do you agree or disagree with the following statements about cycling in general …?

56

Cycling is enjoyable

Agree Disagree Cycling is good for rush hour journeys

W3 W4

Barclays Cycle Hire makes a positive contribution to London

W5 W3 W4 W5 W3 W4 W5

Two-fifths disagree that London is a city for cycling, that cycling is safe, and that London has good cycling facilities

Q To what extent do you agree or disagree with the following statements about cycling in general …?

57

London is a city for cycling

Agree DisagreeThere are good

facilities for cycling in London

Wave 4Wave 5 Wave 3 Wave 4 Wave 5 Wave 3 Wave 4 Wave 5 Wave 3 Wave 4 Wave 5

Barclays Cycle Hire has helped to make cycling in

London saferCycling is a safe way of

getting about


58

Thank you

59

9. Appendix

Extremely dissatisfied (0)

Extremely satisfied (10)

Q How satisfied are you with xxx on a scale from 0 to 10?

The ‘top box’ includes those who are very satisfied – i.e. those giving answers of 8 or 10.

The ‘middle box’ respondents are those saying 5-7

the ‘bottom box’ comprises those who are dissatisfied – i.e. those saying 0-4

Throughout this survey, satisfaction is asked on a 0-10 scale, where 10 is extremely satisfied and 0 is extremely dissatisfied

Satisfaction scores are broken down into three ‘boxes’ to distinguish between those who are satisfied, dissatisfied and in the middle

How we report satisfaction60

Indicates significant change in mean score since previous waveor

Overall satisfaction by customer type


Base: All members W5: Membership type: Annual 1,587, Seven day 64, 24 hour 1,035; Awareness of price increase: Yes 2,240, No 434; Failed to find cycle: Yes 1,557, No 1,129; Failed to find space: Yes 1,629, No 1,057; Problem prevented completing journey: Yes 1,450, No 1,097

61

Aware of price increaseMembership type

Failed to find cycle in last month

Failed to find space in last month

Problem prevented completing journey in last 6 months

0-4 5-7 8-10

71 67 67 69 71

69 69 70 66 7368

Recommendation of BCH by customer type62

Aware of price increaseMembership type

Failed to find cycle in last month

Failed to find space in last month

Problem prevented completing journey in last 6 months

0-4 5-7 8-10

77 75 75 76 80

77 76 78 74 8175

Q How likely would you be to recommend Barclays Cycle Hire to friends or family?

Base: All members W5: Membership type: Annual 1,587, Seven day 64, 24 hour 1,035; Awareness of price increase: Yes 2,240, No 434; Failed to find cycle: Yes 1,557, No 1,129; Failed to find space: Yes 1,629, No 1,057; Problem prevented completing journey: Yes 1,450, No 1,097

Dissatisfaction with availability is due to lack of availability of both cycles and spaces at docking stations

Q Why do you say you are not satisfied with availability at the docking stations? (Mentions above 9%)

Base: All who are not satisfied with the availability of free docking points and/or availability of bicycles: W5: 2,066

63

There are sometimes no bicycles available at the DS I want to use

The DS I want to return a bicycle to are often full

There are often no bicycles available at the DS I want to use

The DS I want to return a bicycle to are sometimes full

DS do not work/are broken

Information provided on availability of bikes/ spaces is inaccurate or not updated

DS are not in convenient locations

Don't know where to find alternative docking stations

The docking stations I want to return a bicycle to are always full

Half have had a problem with a bicycle that has prevented them completing a journey in the last 6 months. Most reported the fault

Q Has a problem with a bicycle or docking station prevented you from starting or completing a journey in the last 6 months?

64

Base: All members: W5: 2,686; Those with a problem in the last 6 months: W5: 1,450

Yes No

Don’t know

Q Did you report this fault by pressing the red button on the DS?

Yes

No

Don’t know

34% have contacted the Barclays Cycle Hire contact centre in the last 2 months

A third have contacted the contact centre in the last 2 months. Contact mainly relates to membership keys or faulty docking stations

Base: All members: W5: 2,686; all who have contacted the contact centre: 916

65

Q Thinking about the last time you contacted the centre, what was the reason or reasons? (Mentions above 5% at wave 5)

(*NB: To find a free DS / bicycle not in question precode list W2-W4)

Ratings of metrics relating to the BCH website are consistent with wave 4

Base: All members: W1: 3,754, W2: 2,652, W3: 947, W4: 2,526, W5: 2,686

Q Thinking specifically about the Barclays Cycle Hire website, how satisfied are you with ...?

The ease of understanding

information provided on the

website

The ease of logging in and checking

your membership account

information

The ease of finding information on the

website

Wave 1

Wave 2

Wave 3

Wave 4

Wave 5

Wave 1

Wave 2

Wave 3

Wave 4

Wave 5

Wave 1

Wave 2

Wave 3

Wave 4

Wave 5

66

Usefulness of email communications has held steady. The majority are happy with the frequency of emails

Base: All members: W1: 3,754, W2: 2,652, W3: 947, W4: 2,526, W5: 2,686, all who have received emails from BCH: 2,353

Q How useful is the information contained in the emails you receive from Barclays Cycle Hire?

67

Wave 1

Wave 2

Wave 3

Wave 4

Wave 5

Frequency of emails from Barclays Cycle Hire

About right 84%

Too frequent 10%

Not enough 5%

Half know how to get 15 minutes additional time if the DS is full, a fifth are not aware of this

Q Were you aware that you can get 15 minutes additional time, at no extra cost, if a docking station is full and you are unable to dock a bicycle?

68

Base: All members: W4: 2,526 (wave 4 in brackets), W5: 2,686

The majority say that the functionality of membership keys has stayed the same

Your membership key working at a docking point

Base: All members: W4: 2,526 (in brackets); W5: 2,686

Improved

Stayed the same

Got worse

Q Thinking specifically about the following areas, generally would you say things have improved, stayed the same or got worse

(25%)

(64%)

(7%)

Most of those who call the contact centre receive a resolution, but a small minority do not

Q Was your query resolved the first time you contacted the centre?

Base: All members who have contacted the contact centre: 916; all whose query was not resolved first time: 213; all who requested a call back: 54; all who received a call back: 26 (Wave 4 in brackets)

70

Yes (70%)No (30%)

Q Did you request a call back from the contact centre?

Yes (25%)

No (71%)

Don’t know (5%)

Q How many times have you had to contact the centre to resolve your query?

Once (27%)

Twice (39%)

More than five times (7%)

Q Has your query been resolved now?

Yes (57%)

No (31%)

Don’t know (12%)

Q Did you receive a call back from the contact centre?

Yes (44%)

No, but I should have received a call back (53%)

No, not needed (3%)

Between three and five times (27%)

A fifth have bought cycling equipment as a result of the introduction of Barclays Cycle Hire

71

Q Have you done any of the following as a result of the introduction of the Barclays Cycle Hire?

Base: All members: W2: 2,652, W3: 947, W4: 2,526, W5: 2,686

Start and end docking stations are spread across London72

Base: All who gave start docking station information: 2,391, all who gave end docking station information 2,366

NW: 8% / 6%

EC: 16% / 19%E: 15% / 12%

S: 14% / 16%

N: 7% / 4%

W: 16% / 17%SE: 15% / 14%

Postcode area % start journey / % end journey

WC: 9% / 12%

1 in 6 started their last trip in the EEZ, 1 in 8 ended their trip in the zone

73

Base: All who gave start docking station information: 2,391, all who gave end docking station information 2,366

Zone % start journey / % end journey

Eastern: 16% / 8%Central Zone:

84% / 92%

Perceptions of value for money by region started most recent trip74


Mean score

Q How satisfied are you with the value for money of the amount you pay at the moment to use Barclays Cycle Hire?

Base: All whose start station was in zone: Central: 2,020, Eastern: 371

75

NW: 81EC: 81 E: 79

S: 78

N: 82

W: 81SE: 79



WC: 78

Perceptions of value for money by postcode area started most recent trip

Base: All whose start station was in postcode: E: 352, EC: 375, N: 161, NW: 200, SE: 355, S: 335, W: 394, WC: 219

Perceptions of value for money by region ended most recent trip76


Mean score

Q How satisfied are you with the value for money of the amount you pay at the moment to use Barclays Cycle Hire?

Base: All whose end station was in zone: Central: 2,179, Eastern: 187

77

NW: 81EC: 81 E: 79

S: 78

N: 83

W: 79SE: 80



WC: 79

Perceptions of value for money by postcode area ended most recent trip

Base: All whose end station was in postcode: E: 286, EC: 448, N: 109, NW: 137, SE: 324, S: 379, W: 405, WC: 283

Commuting is the most popular reason to use Barclays Cycle Hire


Q And how frequently do you make each of the following type of trips using Barclays Cycle Hire?

78

At least once a week:W1 57% W2 45%W3 52%W4 49%W5 49%

Commuting to or from work Leisure

At least once a week: W1 26%W2 26%W3 26%W4 27%W5 21%

Socialising


Personal business

At least once a week: W1 23% W2 23%W3 25%W4 27%W5 23%

Usage of Barclays Cycle Hire is fairly consistent across trip purpose

Q And how frequently do you make each of the following type of trips using Barclays Cycle Hire?

79

Visiting/ meeting friends/ relatives


At least once a week:W1 21% W2 16%W3 18%W4 17%W5 18%

Shopping

Employer’s business


Travelling to/from a place of education

At least once a week: W1 5% W2 6%W3 7%W4 7%W5 8%


Barclays Cycle Hire has a positive impact on encouraging people to cycle in London

80


Q Did Barclays Cycle hire prompt you to start cycling/start cycling more in London?

Wave 4Wave 3

Yes, prompted me to start cycling

Yes, prompted me to start cycling more

No Don’t know

Wave 5

The majority of members are working, white males81

Age Gender

Region

Ethnicity

Working status


Half of BCH users have a household income of over £50,00082

Q Please indicate your approximate annual household income, before tax and other deductions


Commuting is most frequent reason for using BCH

Q And which type of trip do you make most frequently using Barclays Cycle Hire?

83

Base: All except those who said they never use BCH for any of these types of trip: W5: 2,663

Commuting to/from work

Leisure

Personal business

Socialising

On employer’s business

Visiting/meeting friends or relatives

Shopping

Travelling to/from a place of education

Other

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