BEST 2010 BEST 2010 Results of the survey Kjetil Vrenne BEST Project Manager May 27 th, 2010 BEST Survey 2010 Results & Analyses Page 1

BEST 2010 Main results and City reports BEST Survey 2010 Results & Analyses Page 2

BEST 2010 BEST Results of the 2010 survey BEST Survey 2010 Results & Analyses Page 3

BEST 2010 Summary report – per city BEST Survey 2010 Results & Analyses Page 4 Quality element score compared Change in indexTop 5 drivers of satisfaction

BEST 2010 Changes in the web based reporting solution BEST Survey 2010 Results & Analyses Page 5

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BEST 2010 SPECIAL TOPIC TRANSFER BEST Survey 2010 Results & Analyses Page 9

BEST 2010 Additional questions included in the 2010 survey ROTATE STATEMENTS Don’t agree at all Hardly agree Neutral Partially agree Fully agree Don’t know / no answer AWalking distances are short at transfers B When transferring, I usually have enough time to catch the departure I plan to transfer to C I would transfer more often if corresponding transport was guaranteed D I prefer not to transfer, even if the journey takes longer BEST Survey 2010 Results & Analyses Page 10

BEST 2010 Additional background question BEST Survey 2010 Results & Analyses If travel by public transport in background question 1 When travelling by public transport, do you usually make a transfer on ….. READ OUT All or almost all journeys1 Most journeys2 About half the journeys3 Some journeys4 None or almost none of the journeys5 (DO NOT READ) Do not know/No answer6 Page 11

BEST 2010 Frequent users transfers more often BEST Survey 2010 Results & Analyses Page 12

BEST 2010 The drivers of satisfaction with transfers BEST Survey 2010 Results & Analyses Transfers are easy I feel secure at stations and bus stops It is easy to get the information needed when planning a trip The information is good when traffic problems occur The information is good in stops and terminals Waiting time is short at transfers Walking distances are short at transfers 0,11 0,10 0,12 0,11 0,28 0,23 Page 13

BEST 2010 Drivers of satisfaction with transfers – per city BEST Survey 2010 Results & Analyses AverageStockholmOsloHelsinkiCopenhagenViennaGeneva I feel secure at stations and bus stops,11,13,11,12,14,07 It is easy to get the information needed when planning a trip,10,04,14,12,07,13 The information is good when traffic problems occur,12,03,06,09,11,16,15 The information is good in stops and terminals,11,07,06,09,11,12 Waiting time is short at transfers,28,39,26,29,28,25 Walking distances are short at transfers,23,25,27,19,21,22 Page 14

BEST 2010 Satisfaction with transfer does not affect preference BEST Survey 2010 Results & Analyses Page 15

BEST 2010 PT travel frequency does not affect preference BEST Survey 2010 Results & Analyses Page 16

BEST 2010 And even transfer frequency has a little impact BEST Survey 2010 Results & Analyses Page 17

BEST 2010 Not a strong belief in guaranteed correspondence? BEST Survey 2010 Results & Analyses Page 18

BEST 2010 Main findings 1.Frequent users of PT transfer more often than less frequent users 2.Citizens prefer not to transfer, even if they: –Transfer frequently –Finds transfers easy to make 3.Reduced waiting time and walking distances, are the main drivers of satisfaction with transfers 4.More than 50 % of the citizens would transfer more often if correspondence was guaranteed: –But a weak correlation with transfer frequency suggests that the citizens are sceptical to the idea of guaranteed correspondence BEST Survey 2010 Results & Analyses Page 19

BEST 2010 BEST Results 2010 Index – increase more than + 3 % points Index – decrease more than - 3 % points BEST Survey 2010 Results & Analyses Page

BEST 2010 The BEST Survey 2010 Six participating cities/regions The fieldwork for BEST Survey 2010 was conducted in March (from the 1 st to the 14 th ) telephone interviews with persons aged 15 years or older (except Helsinki with interviews) Weighted for sex and age BEST Survey 2010 Results & Analyses Page 21

BEST 2010 PT travel frequency 2010 BEST Survey 2010 Results & Analyses Page 22

BEST 2010 Eight dimensions believed to affect satisfaction and loyalty included in the survey 10. Loyalty 8. Value for money 7. Social image 9. Satisfaction 1.Traffic Supply 2.Reliability 3.Information 4.Staff behaviour 5.Personal security/safety 6.Comfort Ridership BEST Survey 2010 Results & Analyses Page 23

BEST 2010 Traffic supply TOTAL BASE: Replied grade BEST Survey 2010 Results & Analyses Page 24

BEST 2010 Reliability BEST Survey 2010 Results & Analyses Page 25

BEST 2010 Information TOTAL BASE: Replied grade BEST Survey 2010 Results & Analyses Page 26

BEST 2010 Staff behaviour TOTAL BASE: Replied grade BEST Survey 2010 Results & Analyses Page 27

BEST 2010 Security and safety TOTAL BASE: Replied grade BEST Survey 2010 Results & Analyses Page 28

BEST 2010 Comfort TOTAL BASE: Replied grade BEST Survey 2010 Results & Analyses Page 29

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BEST 2010 Value for money TOTAL BASE: Replied grade BEST Survey 2010 Results & Analyses Page 32

BEST 2010 Social image TOTAL BASE: Replied grade BEST Survey 2010 Results & Analyses Page 33

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BEST 2010 Loyalty TOTAL BASE: Replied grade BEST Survey 2010 Results & Analyses Page 36

BEST 2010 CopenhagenGenevaHelsinki OsloStockholmVienna Which improvements will have the greatest impact on satisfaction? When studying these results please keep in mind that the internal ranking of the different elements in each city is of prime interest. Comparison of the estimated effects across cities must be done cautiously and interpreted as indications of differences. BEST Survey 2010 Results & Analyses Page 37

BEST 2010 Results per index and city/region in 2010 ViennaHelsinkiGenevaStockholmOsloCopenhagen Traffic supply Reliability Information Staff behaviour Security & safety Comfort Value for money Social image Loyalty BEST Survey 2010 Results & Analyses Page 38

BEST 2010 Results per index and city/region – change from 2009 to 2010 ViennaHelsinkiGenevaStockholmOsloCopenhagen Traffic supply Reliability Information Staff behaviour Security & safety Comfort Value for money Social image Loyalty BEST Survey 2010 Results & Analyses Page 39

BEST 2010 Thank you for your attention! BEST Survey 2010 Results & Analyses Page 40