BUS PASSENGER SURVEY - BRISTOL - TOTAL PILOT STUDY - APRIL/ MAY 2009

Contacts

Ian Wright Passenger Focus 2nd Floor One Drummond Gate Pimlico, London, SW1V 2QY Tel: 0300 123 0860 Email: ian.wright@passengerfocus.org.uk

David Chilvers Continental Research Kingsbourne House 229-231 High Holborn London, WC1V 7DA Tel: 020 7490 9111 Email: dave.chilvers@continentalresearch.com

BUS PASSENGER SURVEY - BRISTOL - TOTAL

Contents Methodology Sample profile Overall Satisfaction and Bus Stop Factors Bus Journey Factors Results for main operators in area Peak - offpeak analysis

Page No 1 2 3 4-5 6 7

METHODOLOGY
Questionnaires are handed out on board the bus to passengers during their journey. A reply paid envelope is provided for returning questionnaires. This wave of the survey was undertaken in April and May 2009 in six areas: - Tyne and Wear - West Midlands - Bristol - Southampton - Lincolnshire - Dorset The sample of routes on which the survey is conducted is developed separately for each area. A database of every route in the area is compiled, and the sample is stratified by: - service frequency - operator The survey was also conducted on different days of the week (including Saturday and Sunday) and different times of the day (7:00am - 10:00pm). The findings reported for a geographical area are weighted to reflect the market share of operators in the area. The data for operator share has been derived by the TAS partnership from a variety of sources.

PAGE 1

BUS PASSENGER SURVEY - BRISTOL - TOTAL

PAGE 2

Sample Profile
Sample size BRISTOL 650 % SEX Male Female Not stated AGE 16 - 25 26-34 35-44 45-54 55-59 60-64 65-69 70-80 81 + No answer 36 61 3 TOTAL 7335 % 32 66 2 JOURNEY PURPOSE (WEIGHTED) COMMUTE BUSINESS LEISURE REGULAR TRAVELLER Yes No TIME OF TRAVEL Peak Off peak CONCESSIONARY FARE Concession No concession Sample size BRISTOL 650 % 49 1 48 TOTAL 7335 % 35 0 62

18 13 14 13 7 10 8 10 5 2

14 10 10 13 7 11 10 18 6 2

49 49

51 47

56 44

38 62

32 67

44 55

BUS PASSENGER SURVEY - BRISTOL - TOTAL

PAGE 3

Overall Satisfaction and Bus Stop factors

% satisfied BRISTOL TOTAL

Overall satisfaction

38

46

11

84

90

Your personal safety at the bus stop

41

37

19

3 1

78

81

The cleanliness and freedom from graffiti

31

41

17

72

73

The amount of litter

29

41

17

71

70

The provision of shelter

33

33

14

13

67

70

The timetable information provided

41

34

11

75

77

Any electronic information e.g. showing time of next bus

25

16

14

11

34

41

50

The length of time you had to wait for the bus

37

36

11

11

73

79

Whether the bus arrived on time

39

34

13

73

78

Very satisfied

Fairly satisfied

Neither satisfied nor dissatisfied

Fairly dissatisfied

Very dissatisfied

BUS PASSENGER SURVEY - BRISTOL - TOTAL

PAGE 4

Bus Journey factors (I)

% satisfied BRISTOL TOTAL

The ease of getting on and off the bus

54

40

4 11

94

93

The information provided on the outside of the bus (route number and destination) The cleanliness and condition of the outside of the bus

59

32

2 2

92

92

34

45

14

79

81

The cleanliness and condition of the inside of the bus

29

47

13

76

78

The information provided inside the bus

23

32

36

55

67

Your personal security whilst on the bus

37

42

16

3 2

78

82

Room for all the passengers to sit or stand

40

44

83

84

Being able to get a seat

52

36

87

89

The comfort of the seats

21

48

21

69

75

Very satisfied

Fairly satisfied

Neither satisfied nor dissatisfied

Fairly dissatisfied

Very dissatisfied

BUS PASSENGER SURVEY - BRISTOL - TOTAL

PAGE 5

Bus Journey factors (II)

% satisfied BRISTOL TOTAL

The temperature inside the bus

33

42

16

75

80

The value for money of your journey

26

21

14

17

22

47

68

The length of time your journey took

34

38

16

71

84

The driver's appearance

45

37

17

11

81

88

The helpfulness and attitude of the driver

43

36

16

3 2

79

83

The smoothness and freedom from jolting during the journey

32

42

13

10

74

77

Your feeling of safety from road accidents during the journey

42

41

13

2 2

83

87

The appropriateness of the speed

42

42

10

85

88

Very satisfied

Fairly satisfied

Neither satisfied nor dissatisfied

Fairly dissatisfied

Very dissatisfied

BUS PASSENGER SURVEY - BRISTOL - TOTAL

PAGE 6

Overall results by operator in Bristol

operator BRISTOL Bristol - First Bristol - Wessex Connect Bristol - Others

sample size 650 360 280 10

% satisfied overall 84 82 92 100

Overall results by Area

area ALL AREAS Tyne and Wear West Midlands Bristol Southampton Lincolnshire Dorset

sample size 7334 1852 2132 650 806 798 1096

% satisfied overall 90 92 86 84 91 93 92

BUS PASSENGER SURVEY - BRISTOL - TOTAL Peak and Off Peak Results
% satisfied
total 84 78 72 71 67 75 41 73 73 94 92 79 76 55 69 78 83 87 75 47 71 81 79 74 83 85 BRISTOL peak 80 74 65 65 63 74 39 70 69 93 91 75 71 48 62 75 78 84 67 38 64 78 74 70 79 81 offpeak 89 82 82 79 71 76 44 77 78 95 93 85 83 66 78 83 90 92 86 61 80 86 84 79 89 89 total 90 81 73 70 70 77 50 79 78 93 92 81 78 67 75 82 84 89 80 68 84 88 83 77 87 88 TOTAL peak 87 78 69 67 67 74 45 75 73 93 92 77 73 62 70 78 80 85 77 58 78 85 78 74 84 85

PAGE 7

Overall satisfaction Your personal safety at the bus stop The cleanliness and freedom from graffiti The amount of litter The provision of shelter The timetable information provided Any electronic information e.g. showing time of next bus The length of time you had to wait for the bus Whether the bus arrived on time The ease of getting on and off the bus The information provided on the outside of the bus (route number and destination) The cleanliness and condition of the outside of the bus The cleanliness and condition of the inside of the bus The information provided inside the bus The comfort of the seats Your personal security whilst on the bus Room for all the passengers to sit or stand Being able to get a seat The temperature inside the bus The value for money of your journey The length of time your journey took The driver's appearance The helpfulness and attitude of the driver The smoothness and freedom from jolting during the journey Your feeling of safety from road accidents during the journey The appropriateness of the speed

offpeak 91 83 75 73 73 79 53 81 81 93 92 83 81 71 78 85 87 91 83 76 87 90 86 79 88 89

Note: peak is defined as journeys on a Monday-Friday commenicing before 9:30 am or between 4 and 7 pm