The Passenger View David Beer Passenger Executive

The Passenger View Passenger Focus: background Passenger view: national research National Passenger Survey Bus Passenger Survey Key national bus themes What next?

Passenger Focus: background National rail passenger watchdog since WW2 2010...new work and responsibilities Statutory voice for bus, coach and tram passengers Building our passenger representation role Substantially restructured in 2011 New work and new team Passenger contact and stakeholder work Research and analysis National long-term issues

Delivering quality Why deliver quality? Quality is a perception Increased patronage and revenue Increased commercial viability Reduced pressure on support finances Reduced environmental impact Quality is a perception Needs defined audience and criteria How do you know when you’ve got there?

Passenger view: national research Rail: national passenger survey Over 10 years of data Over 55,000 responses each year over 2 waves Industry benchmark Clear evidence of continuous improvement through recognising drivers of satisfaction Passenger satisfaction criteria being written into new franchise specifications

National Passenger Survey Key Factors - % Satisfaction Spring 2002 Spring 2007 Spring 2012 Overall satisfaction 72 79 83 STATION FACILITIES   Ticket buying facilities 65 67 73 Provision of train times/platform information 76 81 Upkeep & repair of station buildings/platforms 51 64 Attitudes & helpfulness of staff 63 68 71 Connections with other forms of transport 59 Facilities for car parking 45 46 49 Personal security whilst using the station 54 57 TRAIN FACILITIES Frequency of the trains on that route 70 75 78 Punctuality & reliability 77 Length of time journey scheduled to take 74 85 Value for money for the price of the ticket 42 Provision of information during the journey 44 Sufficient room for all passengers to sit/stand 69 Ease of being able to get on and off 80 How well train company deals with delays 27 32 37

Bus Passenger Survey Researched on area basis Pilot 2010 in 14 areas 2011 in 23 areas 2012 fieldwork Sep to Nov in 24 areas Focus on main operators within areas Drivers of satisfaction emerging Introducing to new areas to establish bus industry benchmark

Bus Passenger Survey 2011 Published March 2012 High levels of overall satisfaction 79 – 91% Lower satisfaction with punctuality 64 – 81% Value for money: free pass holders 89 – 95% Value for money: fare payers 72 – 90% Regional variations in information at bus stops: Timetable display 75% Electronic display 22% Fares information 6%

Priorities for improvement Published March 2010 Rank More buses are on time or within 5 minutes of when they are scheduled to arrive 1 Buses run more frequently at times when you want to use the bus 2 All passengers are able to get a seat on the bus for the duration of their journey 3 Tickets and passes are available that entitle you to travel on all bus services in your local area, not just those operated by a specific bus company 4 Buses go to a wider range of destinations in your local area 5 Bus fares, tickets and passes offer better value for money 6 All bus drivers are helpful and have a positive attitude 7 Accurate timetable and route information is available at all bus stops 8 Tickets and passes are available that entitle you to travel on all types of public transport in your local area, not just buses 9 All bus stops have a well-maintained shelter 10

Continuous improvement Improved quality of delivery Understand passenger priorities Informed decisions & investment

Key national bus themes Bus punctuality Pilot in five authority areas across 20 routes Identifying issues and tackling delays Improving punctuality and sharing of data Bus service reductions 42 of 88 English LTAs: cuts amounting to £43.5m Impact on passengers research published July 2012 Key findings: “I cannot go out like I did before”; “I’m now dependent on others”; “I’m paying instead”; “I have to decide yesterday what I will do today”

What next? Bus services after the Spending Review Transport Select Committee – develop best practice consultation guide for authorities More effective dialogue with passengers & residents needed Opportunity for fundamental review of networks Passenger experience of Smart Cards DfT commission to research existing schemes Provide input to Government decisions

In summary Building on rail experience of national benchmarking Working with operators, authorities and Government Providing independent, objective analysis of passenger experience and priorities Using evidence to influence improvements and develop key themes for national work www.passengerfocus.org.uk