BEST Survey 2010 City report: Copenhagen Benchmarking in European Service of public Transport

BEST 2010 BEST City report 2010 Content 1.About the survey 2.How to read the graphs 3.Results Results per index in 2010, 2009, 2008 and 2007 Satisfaction per city/region 2005 – 2010 with: Traffic supply Reliability Information Staff behaviour Security and safety Comfort Perception of social image Perception of value for money Citizens stated loyalty to public transport Quality indicators impact on overall citizen satisfaction Results per subgroup 6.Background information Gender Age Life situation PT travel frequency 2

BEST 2010 About the survey The following cities participated in the BEST 2010 survey: Stockholm Oslo Helsinki (with additional questions) Copenhagen Vienna Geneva (with additional questions) For all cities residents in defined areas have been interviewed. An additional 600 interviews where conducted in Helsinki in All interviews have been done by telephone. The fieldwork was conducted between March 1st and March 14th Results from the survey have been weighted with respect to sex and age to match the profile in each area. In 2010 the special topic was transfers. Five questions related to this topic was added to the questionnaire. The results is to be found in a separate report. 3 BEST City report 2010

BEST 2010 BEST City report Eight dimensions believed to affect satisfaction included in the survey Background variables: Travel frequency by public transport PT modes most often used Main occupation Sex Age Post code (geography) Loyalty 8. Value for money 7. Social image Satisfaction 1.Traffic Supply 2.Reliability 3.Information 4.Staff behaviour 5.Personal security/safety 6.Comfort Ridership

BEST 2010 BEST City report 2010 Response rates Response rates are calculated as follows: YEAR Copenhagen38 %54 %55 %56 %53 %39 %40 %32 %37 %34 % Geneva50 %47 %50 %49 %47 %56 %43 %40 %38 % Helsinki41 %49 %45 %47 %40 %37 %32 %26 %30 %36 % Oslo37 %44 %48 %45 %40 %39 %28 %27 %28 %27 % Stockholm50 %64 %56 %60 %56 %50 %64 %51 %62 %64 % Vienna39 %57 %58 %61 %58 % 54 %46 %43 %16 % 5 BEST Survey response rate = Number of completed interviews (Total sample ÷ telephone numbers not in use / not in target group)

BEST 2010 BEST City report Sampling Sampling procedures varies from country to country. In Norway, Denmark and Finland samples are drawn from databases covering both mobile and fixed line telephones. In Sweden and Switzerland samples are drawn from fixed line telephones. In all instances it is estimated that approximately 85-95% of the adult population in all included countries can be reached by telephone. The primary sampling unit varies across countries (see table on right hand side). The secondary sampling unit for fixed line phone numbers are the person in the household who last had a birthday. For mobile telephone numbers the secondary sampling unit are the individuals uses the particular mobile phone. There are no single, clear answer to what the best sampling method and procedure is. In case of the BEST survey there is little reason to believe that there should be a strong correlation between attitudes towards the public transport system and telephone usage, fixed line or mobile. From Norway and other countries we know that there is a relatively strong correlation between age and mobile subscription. The younger people are the more likely they are to be using mobile telephones. In the BEST survey the completed data are weighted with respect to age, and hence adjusted for this possible skewness. CitySample base and primary sampling unit Stockholm Fixed line sample, household primary sampling unit Oslo Fixed line and mobile sample, phone number primary sampling unit Helsinki Fixed line and mobile sample, phone number primary sampling unit, priority to mobile telephone numbers Copenhagen Fixed line and mobile sample, phone number primary sampling unit Vienna Fixed line and mobile sample, phone number primary sampling unit Geneva Fixed line sample, household primary sampling unit

BEST 2010 BEST City report Mobile interviews* City% mobile interviews 2008% mobile interviews 2009% mobile interviews 2010 Stockholm2,5%**2,3%**2,1%** Oslo40%39%44% Helsinki82%96%98% Copenhagen25%35%36% Vienna7%9%44% Geneva0% * Share of interviews conducted with respondents using a mobile phone ** If mobile callback requested by respondent only

BEST 2010 BEST City report How to read the graphs The graphs show the proportion of the respondents who agrees (partially agrees or fully agrees) to the different statements in blue columns. The red columns shows the proportion who disagrees (hardly agrees or not agree at all) to the statements. Respondents with a neutral position are not displayed in the graphs. The graphs also include results from previous surveys, shown in the table to the right as the proportion of the respondents who agrees to the statement in question. Development per index in the different cities are also shown as time lines. All graphs are standard PowerPoint-graphs where different categories can be hidden and value labels displayed at ones own preference.

Results 2010 Copenhagen

BEST 2010 BEST City report Copenhagen Indices

Copenhagen 2010 Quality dimensions

BEST 2010 BEST City report Copenhagen Traffic supply

BEST 2010 BEST City report Copenhagen Reliability

BEST 2010 BEST City report Copenhagen Information

BEST 2010 BEST City report Copenhagen Staff behaviour

BEST 2010 BEST City report Copenhagen Security and safety

BEST 2010 BEST City report Copenhagen Comfort

BEST 2010 BEST City report Copenhagen Social Image

BEST 2010 BEST City report Copenhagen Value for money

BEST 2010 BEST City report Copenhagen Loyalty

Impact on satisfaction Indicators impact on citizen satisfaction

How is the most important areas for improvements determined? Traffic supply Nearest stop is close to where I live Waiting time is short at transfers I am satisfied with the number of departures Reliability Capability to run on schedule Information It is easy to get the information needed when planning a trip Information is good when traffic problems occur Staff behaviour Staff answers my questions correctly Staff behaves nicely and correctly Security and safety I feel secure at stations and bus stops I feel secure on board busses and trains I am not afraid of traffic accidents when using PT Comfort Transfers are easy Busses and trains are modern Busses and trains are clean I normally get a seat when travel with PT Description of the analysis: The indicators shown to the left have been used to determine the impact they have on citizens over all satisfaction. The selected indicators have been chosen as they are independent of each other and describes different phenomenon. I.e. ‘Travel time’ is not included as this element is a function of and covered through ‘Nearest stop is close to where I live’, ‘Number of departures’ and Waiting time is short at transfers’. As such the indicators included are thought to be the ones who are possible to influence and describes the most concrete properties of the public transport system. Price has not been included in this analysis, as the perception of price most often is a function of the perception of other properties. A stepwise regression method has been used in the analysis. On the following slide the five indicators with strongest significant impact on satisfaction are listed in ranked order for all participating cities in Overall satisfaction with PT 22

BEST 2010 BEST City report Impact on satisfaction - Copenhagen When studying these results please keep in mind that the internal ranking of the different elements in each year is of prime interest. Comparison of the estimated effects across years must be done cautiously and interpreted as indications of differences.

Copenhagen 2010 Appendix

Copenhagen 2010 Citizen satisfaction in subgroups

BEST 2010 BEST City report Copenhagen Citizen satisfaction - Subgroups

Copenhagen 2010 Traffic supply in subgroups

BEST 2010 BEST City report Copenhagen Traffic supply - Subgroups

BEST 2010 BEST City report Copenhagen Good for work/school trips - Subgroups

BEST 2010 BEST City report Copenhagen PT is good for leisure trips - Subgroups

BEST 2010 BEST City report Copenhagen PT is good for trips in the city centre - Subgroups

BEST 2010 BEST City report Copenhagen PT is good for trips outside the city centre - Subgroups

BEST 2010 BEST City report Copenhagen Nearest stop is close to where I live - Subgroups

BEST 2010 BEST City report Copenhagen Travel time on PT is reasonable - Subgroups

BEST 2010 BEST City report Copenhagen Waiting time is short at transfers - Subgroups

BEST 2010 BEST City report Copenhagen I am satisfied with the number of departures - Subgroups

Copenhagen 2010 Reliability in subgroups

BEST 2010 BEST City report Copenhagen Reliability - Subgroups

Copenhagen 2010 Information in subgroups

BEST 2010 BEST City report Copenhagen Information - Subgroups

BEST 2010 BEST City report Copenhagen It is easy to get the information needed when planning a trip - Subgroups

BEST 2010 BEST City report Copenhagen Information is good when traffic problems occure - Subgroups

BEST 2010 BEST City report Copenhagen Information is good in stops and terminals - Subgroups

Copenhagen 2010 Staff behaviour in subgroups

BEST 2010 BEST City report Copenhagen Staff behaviour - Subgroups

BEST 2010 BEST City report Copenhagen Staff answers my questions correctly - Subgroups

BEST 2010 BEST City report Copenhagen Staff behaves nicely and correctly - Subgroups

Copenhagen 2010 Security and safety in subgroups

BEST 2010 BEST City report Copenhagen Security and safety - Subgroups

BEST 2010 BEST City report Copenhagen I feel secure at stations and bus stops - Subgroups

BEST 2010 BEST City report Copenhagen I feel secure on board busses and trains - Subgroups

BEST 2010 BEST City report Copenhagen I am not afraid of traffic accidents when using PT - Subgroups

Copenhagen 2010 Comfort in subgroups

BEST 2010 BEST City report Copenhagen Comfort - Subgroups

BEST 2010 BEST City report Copenhagen PT travel is comfortable - Subgroups

BEST 2010 BEST City report Copenhagen Transfers are easy - Subgroups

BEST 2010 BEST City report Copenhagen Busses and trains are modern - Subgroups

BEST 2010 BEST City report Copenhagen Busses and trains are clean - Subgroups

BEST 2010 BEST City report Copenhagen I normally get a seat when travel with PT - Subgroups

Copenhagen 2010 Social image in subgroups

BEST 2010 BEST City report Copenhagen Social image - Subgroups

BEST 2010 BEST City report Copenhagen More people will travel with PT in the future - Subgroups

BEST 2010 BEST City report Copenhagen PT is good for the environment - Subgroups

BEST 2010 BEST City report Copenhagen PT is beneficial to society - Subgroups

Copenhagen 2010 Value for money in subgroups

BEST 2010 BEST City report Copenhagen Value for money - Subgroups

BEST 2010 BEST City report Copenhagen PT gives good value for money - Subgroups

BEST 2010 BEST City report Copenhagen PT fares are reasonable - Subgroups

Copenhagen 2010 Loyalty in subgroups

BEST 2010 BEST City report Copenhagen Loyalty - Subgroups

Copenhagen 2010 Background information

BEST 2010 BEST City report Public transport travel frequency – Copenhagen 2010

BEST 2010 BEST City report Life situation – Copenhagen 2010

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