Publications - Bus, coach and tram

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• Bus Passenger Survey March 2012 - Summary

  (16.03.2012)

  Passenger Focus published the first Bus Passenger Survey results in July 2010. At the time we said we would use the understanding of passengers’ satisfaction with their local bus service as the evidence to seek out improvements in key areas such as: • improved bus punctuality • better passenger information • improved levels of customer service From a growing and representative evidence base we were able to produce the type of comparative, benchmarked passenger research that really delivered improvements for passengers. By working closely with bus operators and transport authorities we were able to: • influence joint action plans between transport authorities and local bus operators • commit authorities and operators to use our research as a benchmark to set future targets for improved passenger satisfaction • convince operators to review and improve customer service processes In autumn 2011 we carried out our latest programme of work to measure bus passenger satisfaction; the key results of which are contained within this summary. This programme has covered over 21,000 responses from passengers across 23 areas within England, outside of London. Our most recent work has covered approximately two thirds of bus passenger journeys made in England outside of London. This included all six of the large Passenger Transport Executive areas in the Midlands and the north of England. In addition our work also covered a broad mix of other areas covering unitary and county authorities along with a significant range of bus operations and services. Our latest results tell us that although overall passenger satisfaction across the surveyed areas was consistently good, bus passengers rate just about all other specific journey factors lower.

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• Bus Passenger Survey - Stagecoach Routes in Kingston Upon Hull - March 2012

  (12.03.2012)

  Passenger Focus undertook a bus passenger survey in 23 transport planning authorities in line with the methodology used in a 2009 survey of bus passengers’ experiences. This is the report of findings for East Yorkshire Motor Services (EYMS) routes in the Kingston Upon Hull Unitary Authority Area. GfK NOP Ltd were appointed by Passenger Focus to provide the market research agency services needed to carry out this survey programme. The Bus Passenger Survey methodology is designed to measure passengers’ experiences of bus travel, and to be representative by bus passenger journeys made. Passenger opinion was collected via a self-completion questionnaire issued to passengers on board the bus. Passengers were asked mainly to rate the journey they had just experienced, but also provide their views of bus use in general. Completed questionnaires were sent back to GfK NOP by post. The sampling process used is summarised below: (further detail on methodology is available in a separate document) A database of local bus services for each transport planning authority was sourced from ITO World, who collect and make available the bus journey data shown by Traveline. Every timetabled journey for each bus route was listed and initially given an equal value. That value was then adjusted to account for passenger turnover on longer routes based on timetabled journey time. A sample of services was then selected using systematic sampling using a random start point. Each selected timetable bus service was used to form the start time for a field work shift of 3 hours. Field workers made as many return trips feasible on that bus route offering questionnaires to all passengers who boarded. The only notable exclusion we chose to apply were any school bus services.

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• Bus Passenger Survey - EYMS Routes in Kingston Upon Hull - March 2012

  (12.03.2012)
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• Passenger Focus Bus Passenger Survey - Methodological overview - autumn 2011 wave - March 2012

  (12.03.2012)

  Passenger Focus first established the Bus Passenger Survey (BPS) in April 2009 to generate a robust and comprehensive measure of bus passengers’ journey experience within our remit area (England outside of London). The survey is an objective measure of the experience bus passengers have of individual journeys and it covers: the bus stop environment, punctuality, ‘on bus’ comfort, the standards of the bus driver, together with overall journey satisfaction and value for money ratings. The methodology used in this wave of the survey is essentially the same as that deployed in previous waves of the survey through 2009 and 2010, together with refinements made as a result of experience gained. Passenger Focus allows Transport Planning Authorities (Areas) and Bus Service Operators (Operators) to ‘buy into’ the survey to achieve boosted response numbers in territories of interest. We are pleased that for the autumn 2011 wave, the survey attracted boost funding from Transport for Greater Manchester, Centro, Merseytravel, South Yorkshire PTE, West Yorkshire PTE and FirstGroup UK Bus Ltd and National Express Ltd. This wave is also the first time that all six PTE Areas have been covered in one wave. GfK NOP Ltd was appointed by Passenger Focus to provide the market research agency services needed to carry out the autumn 2011 survey. GfK NOP is an independent market research agency and conducts research in accordance with the Market Research Society (MRS) Code of Conduct and all work is conducted in accordance with the ISO 9001:2008 Quality Assurance Standard. GfK NOP Ltd is also an MRS Company Partner Scheme member.

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• Bus Passenger Survey - Arriva routes in Staffordshire County Council area - March 2012

  (09.03.2012)

  Passenger Focus undertook a bus passenger survey in 23 transport planning authorities in line with the methodology used in a 2009 survey of bus passengers’ experiences. This is the report of findings for Arriva routes in the Staffordshire County Council Area. GfK NOP Ltd were appointed by Passenger Focus to provide the market research agency services needed to carry out this survey programme. The Bus Passenger Survey methodology is designed to measure passengers’ experiences of bus travel, and to be representative by bus passenger journeys made. Passenger opinion was collected via a self-completion questionnaire issued to passengers on board the bus. Passengers were asked mainly to rate the journey they had just experienced, but also provide their views of bus use in general. Completed questionnaires were sent back to GfK NOP by post. The sampling process used is summarised below: (further detail on methodology is available in a separate document) A database of local bus services for each transport planning authority was sourced from ITO World, who collect and make available the bus journey data shown by Traveline. Every timetabled journey for each bus route was listed and initially given an equal value. That value was then adjusted to account for passenger turnover on longer routes based on timetabled journey time. A sample of services was then selected using systematic sampling using a random start point. Each selected timetable bus service was used to form the start time for a field work shift of 3 hours. Field workers made as many return trips feasible on that bus route offering questionnaires to all passengers who boarded. The only notable exclusion we chose to apply were any school bus services. Weighting was applied to offset the affect of differential response rates by age and gender.

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• Bus Passenger Survey - Stoke-on-Trent City Council area - March 2012

  (09.03.2012)

  Passenger Focus undertook a bus passenger survey in 23 transport planning authorities in line with the methodology used in a 2009 survey of bus passengers’ experiences. This is the report of findings for the Stoke-on-Trent City Council area. GfK NOP Ltd were appointed by Passenger Focus to provide the market research agency services needed to carry out this survey programme. The Bus Passenger Survey methodology is designed to measure passengers’ experiences of bus travel, and to be representative by bus passenger journeys made. Passenger opinion was collected via a self-completion questionnaire issued to passengers on board the bus. Passengers were asked mainly to rate the journey they had just experienced, but also provide their views of bus use in general. Completed questionnaires were sent back to GfK NOP by post. The sampling process used is summarised below: (further detail on methodology is available in a separate document) A database of local bus services for each transport planning authority was sourced from ITO World, who collect and make available the bus journey data shown by Traveline. Every timetabled journey for each bus route was listed and initially given an equal value. That value was then adjusted to account for passenger turnover on longer routes based on timetabled journey time. A sample of services was then selected using systematic sampling using a random start point. Each selected timetable bus service was used to form the start time for a field work shift of 3 hours. Field workers made as many return trips feasible on that bus route offering questionnaires to all passengers who boarded. The only notable exclusion we chose to apply were any school bus services. Weighting was applied to offset the affect of differential response rates by age and gender.

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• Bus Passenger Survey - First routes in Stoke-on-Trent Council area - March 2012

  (09.03.2012)

  Passenger Focus undertook a bus passenger survey in 23 transport planning authorities in line with the methodology used in a 2009 survey of bus passengers’ experiences. This is the report of findings for First routes in the Stoke-on-Trent Council Area. GfK NOP Ltd were appointed by Passenger Focus to provide the market research agency services needed to carry out this survey programme. The Bus Passenger Survey methodology is designed to measure passengers’ experiences of bus travel, and to be representative by bus passenger journeys made. Passenger opinion was collected via a self-completion questionnaire issued to passengers on board the bus. Passengers were asked mainly to rate the journey they had just experienced, but also provide their views of bus use in general. Completed questionnaires were sent back to GfK NOP by post. The sampling process used is summarised below: (further detail on methodology is available in a separate document) A database of local bus services for each transport planning authority was sourced from ITO World, who collect and make available the bus journey data shown by Traveline. Every timetabled journey for each bus route was listed and initially given an equal value. That value was then adjusted to account for passenger turnover on longer routes based on timetabled journey time. A sample of services was then selected using systematic sampling using a random start point. Each selected timetable bus service was used to form the start time for a field work shift of 3 hours. Field workers made as many return trips feasible on that bus route offering questionnaires to all passengers who boarded. The only notable exclusion we chose to apply were any school bus services. Weighting was applied to offset the affect of differential response rates by age and gender.

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• Bus Passenger Survey - Surrey County Council area - March 2012

  (09.03.2012)

  Passenger Focus undertook a bus passenger survey in 23 transport planning authorities in line with the methodology used in a 2009 survey of bus passengers’ experiences. This is the report of findings for the Surrey County Council authority area. GfK NOP Ltd were appointed by Passenger Focus to provide the market research agency services needed to carry out this survey programme. The Bus Passenger Survey methodology is designed to measure passengers’ experiences of bus travel, and to be representative by bus passenger journeys made. Passenger opinion was collected via a self-completion questionnaire issued to passengers on board the bus. Passengers were asked mainly to rate the journey they had just experienced, but also provide their views of bus use in general. Completed questionnaires were sent back to GfK NOP by post. The sampling process used is summarised below: (further detail on methodology is available in a separate document) A database of local bus services for each transport planning authority was sourced from ITO World, who collect and make available the bus journey data shown by Traveline. Every timetabled journey for each bus route was listed and initially given an equal value. That value was then adjusted to account for passenger turnover on longer routes based on timetabled journey time. A sample of services was then selected using systematic sampling using a random start point. Each selected timetable bus service was used to form the start time for a field work shift of 3 hours. Field workers made as many return trips feasible on that bus route offering questionnaires to all passengers who boarded. The only notable exclusion we chose to apply were any school bus services. Weighting was applied to offset the affect of differential response rates by age and gender.

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• Bus Passenger Survey - Arriva routes in Surrey County Council area - March 2012

  (09.03.2012)

  Passenger Focus undertook a bus passenger survey in 23 transport planning authorities in line with the methodology used in a 2009 survey of bus passengers’ experiences. This is the report of findings for Arriva routes in the Surrey County Council Area. GfK NOP Ltd were appointed by Passenger Focus to provide the market research agency services needed to carry out this survey programme. The Bus Passenger Survey methodology is designed to measure passengers’ experiences of bus travel, and to be representative by bus passenger journeys made. Passenger opinion was collected via a self-completion questionnaire issued to passengers on board the bus. Passengers were asked mainly to rate the journey they had just experienced, but also provide their views of bus use in general. Completed questionnaires were sent back to GfK NOP by post. The sampling process used is summarised below: (further detail on methodology is available in a separate document) A database of local bus services for each transport planning authority was sourced from ITO World, who collect and make available the bus journey data shown by Traveline. Every timetabled journey for each bus route was listed and initially given an equal value. That value was then adjusted to account for passenger turnover on longer routes based on timetabled journey time. A sample of services was then selected using systematic sampling using a random start point. Each selected timetable bus service was used to form the start time for a field work shift of 3 hours. Field workers made as many return trips feasible on that bus route offering questionnaires to all passengers who boarded. The only notable exclusion we chose to apply were any school bus services. Weighting was applied to offset the affect of differential response rates by age and gender.

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• Bus Passenger Survey - Stagecoach routes in Surrey County Council area - March 2012

  (09.03.2012)

  Passenger Focus undertook a bus passenger survey in 23 transport planning authorities in line with the methodology used in a 2009 survey of bus passengers’ experiences. This is the report of findings for Stagecoach routes in the Surrey County Council Area. GfK NOP Ltd were appointed by Passenger Focus to provide the market research agency services needed to carry out this survey programme. The Bus Passenger Survey methodology is designed to measure passengers’ experiences of bus travel, and to be representative by bus passenger journeys made. Passenger opinion was collected via a self-completion questionnaire issued to passengers on board the bus. Passengers were asked mainly to rate the journey they had just experienced, but also provide their views of bus use in general. Completed questionnaires were sent back to GfK NOP by post. The sampling process used is summarised below: (further detail on methodology is available in a separate document) A database of local bus services for each transport planning authority was sourced from ITO World, who collect and make available the bus journey data shown by Traveline. Every timetabled journey for each bus route was listed and initially given an equal value. That value was then adjusted to account for passenger turnover on longer routes based on timetabled journey time. A sample of services was then selected using systematic sampling using a random start point. Each selected timetable bus service was used to form the start time for a field work shift of 3 hours. Field workers made as many return trips feasible on that bus route offering questionnaires to all passengers who boarded. The only notable exclusion we chose to apply were any school bus services. Weighting was applied to offset the affect of differential response rates by age and gender.

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