what are passengers telling us? uic perform… · top priorities – price, punctuality and...
TRANSCRIPT
What are passengers telling us?
27 November 2017
David Sidebottom
About Transport Focus
Transport Focus is the independent consumer watchdog
We represent the interests of:
• Bus, coach and tram users across England outside London
• Rail passengers in Great Britain
• All users of England’s motorways and major ‘A’ roads (the
Strategic Road Network)
We aim to be useful and to make a difference – we publish all our
work
Robust evidence-based research and policy
Represent users’ priorities and experiences…pro consumer
Rail passenger priorities for improvement
Note: Spring 2017 figure for ‘Sufficient Room to Sit/Stand’ is actually ‘Level of Crowding’ due to a change of question wording
Key drivers/multivariate analysis
• Identifies which of the station and train factors are most important in
determining overall customer satisfaction and dissatisfaction.
Chart below shows drivers of satisfaction (% of overall sat explained by factor) NRPS autumn 2016/spring 2017. All factors that account for at least 4% are included.
36%
18%11%
9%
9%
4%
13%
Punctuality/reliability Cleanliness inside train Journey length Comfort of the seats/seating area Frequency of trains on that route Overall station environment Others
Note: There were a few changes to the list of station and train factors between autumn 16 and spring 17.
As two waves of data are needed to include a factor, it was not therefore possible to include all station and
train factors when running the analysis for this wave only. This means, for example that factors related to
crowding could not be included. Some caution is therefore needed when looking at this analysis this wave.
Key drivers/multivariate analysis (cont’d)
Chart below shows drivers of dissatisfaction (% of overall dissat. explained by factor) NRPS autumn 2016/spring 2017. All factors that account for at least 4% are included.
52%
17%
9%
22%
How well train company dealt with delay Punctuality/Reliability Journey length Others
Note: There were a few changes to the list of station and train factors between autumn 16 and spring 17.
As two waves of data are needed to include a factor, it was not therefore possible to include all station and
train factors when running the analysis for this wave only. This means, for example that factors related to
crowding could not be included. Some caution is therefore needed when looking at this analysis this wave.
Filter: Wave Number: Spring 2017, Autumn 2016 | Train Operating Company: TransPennine Express
Overall satisfaction with journey today (all TPE passengers)
Base: Those answering (n=1876)
Filter: Wave Number: Spring 2017, Autumn 2016 | Main purpose of trip: Commute | Train Operating Company: TransPennine Express
Overall satisfaction with journey today (TPE commuters)
Base: Those answering (n=580)
Figures shown are total very or fairly satisfied.
Last year’s figure is shown in grey
Passenger satisfaction with the journey overall
Overall journey satisfaction
in 2016 (%)
*The 2013 survey did not include Edinburgh Trams
All
Networks
Midland
Metro
Nottingham
Sheffield
Manchester
Statistically significant increase since 2015
No change
Statistically significant decrease since 2015
Overall journey satisfaction
trend (%)
What makes a satisfactory or great journey?
The top factors linked to overall journey satisfaction*
What makes a satisfactory journey? What makes a great journey?
*Key Driver Analysis looks at fare-paying passengers’ overall journey satisfaction response and their response to the 25 individual satisfaction measures in the survey (including value
for money), which have been grouped into 10 themes based upon a statistical analysis of the responses.
The left hand chart shows which themes most differentiate between those not satisfied and satisfied overall – making a journey ‘satisfactory’.
The right hand chart shows which themes most differentiate between those fairly and very satisfied overall – making a ‘great’ journey.
The analysis combines data from 2015 and 2016 surveys to increase robustness. It also excludes satisfaction measures relating to tram staff; due to differences in staff availability
across the networks not all TPS questionnaires feature questions about tram staff. In order to run the analysis in a consistent and practical manner all staff measures have been
excluded.
Statistically significant increase since 2015
No change
Statistically significant decrease since 2015
Information throughout journey
Access to the tram stop
Cleanliness and condition of the tram
3% 2% 2%
2% 1%
1%
Top priorities – price, punctuality and scheduling Top priorities for improvement – top ten priorities:
13
More bus stops
with next bus
displays
More
journeys
on buses
running
to time
Better value
for money
from bus
journeys
More effort
made to
tackle any
anti-social
behaviour
Buses
running
more often
than they do
now
Buses
going to
more
places
you want
to go
More buses
arriving on time at
your bus stop
Tickets which
better allow travel
on all local bus
companies More/better
information when
delays occur
on journeys
Cleaner and
better
maintained
buses
All Bus users
Key performance measures for England (outside of London)
Journey time
Punctuality
Value for money
Overall journey
Figures shown are total very or fairly satisfied.
Last year's figure shown in grey, where available.
Bus Passenger Survey - autumn 2016
England (outside of London) results
Delayed…
Bus Passenger Survey - autumn 2016
England results
What affected journey time in England (outside London)
We all want this…don’t we?
Bus Passenger Survey - autumn 2016
England (outside of London) results
Key driver analysis: What makes a satisfactory or great journey?
Key Driver Analysis’ looks at fare paying passengers’ overall journey satisfaction response and their response to the 30 individual satisfaction measures in the survey (including value
for money), which have been grouped into 10 themes based upon a statistical analysis of the responses.
The upper chart shows which themes most differentiate between those not satisfied and satisfied overall – making a journey ‘satisfactory’.
The lower chart shows which themes most differentiate between those fairly and very satisfied overall – making a ‘great’ journey.
Does trust matter to a business?
Delivering the essentials Corporate Values
Relied on to get you where you want to go on time
Relied on to turn up when they say they will
Try their best to make journey a pleasant experience
Provide good value for money
Look like they are professionally managed
Are honest with passengers when there are problems
Give the impression of being good employers
Care about their place in the local community
Engagement Valuing Passengers
Make it easy to stay up to date with timetables & fares
Care what passengers think of their service
Use technology well for passengers benefit
Welcome contact from passengers
Have drivers who are considerate to passengers
Have drivers who care about standard of their driving
Have drivers who keep an eye on what's happening
Do their best for you when services don't run to plan
Show they appreciate you choosing to travel with them
Q17. To what extent do you agree or disagree with each of the following statements? The bus company that runs most of the services you use ...
Base: All bus users England Excluding London PTE n=4,664
What attributes did we measure for trust
Level of agreement of these attributes in 4 areas of delivery
Trust drivers focus on perceptions of being professionally managed, offering
reliability/value, and caring (community/passengers)
Drivers of trust - share of contribution to overall trust: All Bus users
Q17. To what extent do you agree or disagree with each of the following statements? Q13. All things considered, how much do you trust the
bus company that runs most of the services you use? n=4,664
R-squared = 58%
Building a relationship with passengers starts with getting rational
factors right (trust) and becomes exceptional (feeling valued) when
more emotional ‘relationship’ factors come into play
RATIONAL
EMOTIONAL
Practical factors can be very impactful in creating a sense of loyalty and closeness with
a bus company – it does what it says it will do, for a reasonable price, and sorts it out if
it fails. However, it is the more emotionally engaging factors that build real affinity
Ro
le in
bu
ildin
g r
ela
tio
nsh
ip
DIA
LO
GU
E W
ITH
CU
STO
MER
P
RA
CTIC
AL
Honesty and
transparency:
enhanced trust
Effective
problem
resolution
Consistent,
reliable &
predictable:
basic trust
Good value for
money
Staff
excellence,
going the extra
mile
Visible choice
Feeling valued
as an individual
passenger /
customer
Feeling in
control
We see a similar pattern for commuters across the three transport modes, with
trams outperforming both trains and buses
Autumn 2016 satisfaction scores (%):
bus, train and tram – commuters Bus
(BPS)
Train
(NRPS)
Tram
(TPS)
Overall satisfaction 81 74 88
Punctuality 66 62 83
Value for money 63 33 63
Overall satisfaction with bus stop/station/tram stop 76 77 89
Personal safety at bus stop/station/tram stop 74 71 83
Information provided at bus stop/station/tram stop 68 78 76
Helpfulness and attitude of staff on board* 68 56 81
Availability of seating or space to stand 82 55 66
Personal security while on bus/train/tram 80 73 81
Cleanliness of the inside of the bus/train/tram 74 72 87
* Question not asked on Metrolink
“Favourite delay” this year…
…according to the Metro!
“Trains across Surrey were delayed today after a man got
stuck up a tree next to a railway line. Yes, really. We’re not
joking.
He was trying to retrieve his drone from the railway line
when he got stuck, and had to be rescued by emergency
services.
It meant trains heading into and from Brighton were
delayed by around 10 minutes, according to Southern Rail.
Network Rail urged people to not fly their drones around
the line.”
