Benchmarking in European Service of public Transport (BEST) Main results of the BEST 2008 Survey

BEST Survey 2008 – main report – page 2 Content 1)About the survey 2)How to read the graphs 3)Results Best performing city/region per index Results per index and city/region in 2008 and 2007 Quality indicators impact on overall citizen satisfaction 2008 Overall citizen satisfaction 2004 – 2008 Satisfaction per city/region 2004 – 2008 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 from 2004 to )Background information Gender Age Life situation PT travel frequency

BEST Survey 2008 – main report – page 3 About the survey The following cities participated in the BEST 2008 survey: Stockholm Oslo Helsinki (with additional questions) Copenhagen (with additional questions) Vienna (with additional question) Berlin Geneva For all cities 1000 residents in defined areas have been interviewed. All interviews have been done by telephone. The fieldwork for BEST Survey 2008 was conducted between March 3rd and March 16th Results from the survey have been weighted with respect to sex and age to match the profile in each area. The questionnaire used in the survey is an updated version of the 2007 questionnaire. Since 2007, two new questions have been added (‘When traveling work, school or university do you generally go by… ?’ and ‘How often do you normally obtain information you need to go by public transport by…..’ CityResponse rate Stockholm51 % Oslo27% Helsinki26 % Copenhagen32% Vienna46 % Geneva43 % Berlin33%

BEST Survey 2008 – main report – page 4 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.

BEST performing city/region per index

BEST Survey 2008 – main report – page 6 Best performing city per index Citizen satisfaction Geneva (78) Vienna (80) Helsinki (81) Barcelona (83) Traffic supply Berlin (86) Berlin (84) Berlin (70) Prague (73) Reliability Berlin (84) Berlin (84) Geneva (79) Prague (82) Information Geneva (71) Geneva (71) Geneva (66) Geneva (64) Staff behaviour Geneva (74) Geneva (75) Geneva (76) Geneva (72) Security and safety Oslo (82) Vienna (87) Vienna (81) Vienna (81) Comfort Berlin (78) Berlin (77) Geneva (67) Geneva (66) Value for money Berlin (56) Vienna (53) Helsinki (50) Prague (60) Social image Oslo (87) Oslo (89) Geneva (85) Oslo (82) Loyalty Helsinki (80) Vienna (81) Vienna (75) Vienna (79)

Results per index and city/region in 2008 and 2007

BEST Survey 2008 – main report – page 8 Results per index and city/region in 2008 ViennaHelsinkiGenevaBerlinStockholmOsloCopenhagen Citizen satisfaction Traffic supply Reliability Information Staff behaviour Security & safety Comfort Social image Value for money Loyalty

BEST Survey 2008 – main report – page 9 Results per index and city/region in 2007 ViennaHelsinkiGenevaBerlinStockholmOsloCopenhagen Citizen satisfaction Traffic supply Reliability Information Staff behaviour Security & safety Comfort Social image Value for money Loyalty

BEST Survey 2008 – main report – page 10 Results per index and city/region – change from 2007 to 2008 ViennaHelsinkiGenevaBerlinStockholmOsloCopenhagen Citizen satisfaction Traffic supply Reliability Information Staff behaviour Security & safety Comfort Social image Value for money Loyalty

Which improvements matter most? Quality indicators impact on overall citizen satisfaction

BEST Survey 2008 – main report – page 12 How is the most important areas for improvements determined? Traffic supply PT is good for school_work trips PT is good for leisure trips PT is good for trips in the city centre PT is good for trips outside the city centre Nearest stop is close to where I live Travel time on PT is reasonable 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 Information is good in stops and terminals 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 PT travel is comfortable Transfers are easy Busses and trains are modern Busses and trains are clean I normally get a seat when travel with PT Social image More people will travel with PT in the future PT is good for the environment PT is beneficial to society Value for money PT gives good value for money PT fares are reasonable Loyalty I gladly recommend PT travel The highlighted indicators (indicators in bold) have been used to determine the impact they have on citizens over all satisfaction. 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

BEST Survey 2008 – main report – page 13 Which improvements of public transport will have the greatest impact on citizens overall satisfaction with public transport? BerlinCopenhagenGeneva HelsinkiOsloStockholmVienna

Overall citizen satisfaction with public transport

BEST Survey 2008 – main report – page 15 Overall citizen satisfaction TOTAL BASE: Replied grade

BEST Survey 2008 – main report – page 16 Overall citizen satisfaction TOTAL BASE: Replied grade % satisfied citizens

Satisfaction with traffic supply from 2004 to 2008

BEST Survey 2008 – main report – page 18 Traffic supply TOTAL BASE: Replied grade

BEST Survey 2008 – main report – page 19 Traffic supply % satisfied citizens TOTAL BASE: Replied grade

Satisfaction with reliability from 2004 to 2008

BEST Survey 2008 – main report – page 21 Reliability TOTAL BASE: Replied grade

BEST Survey 2008 – main report – page 22 Reliability % satisfied citizens TOTAL BASE: Replied grade

Satisfaction with information from 2004 to 2008

BEST Survey 2008 – main report – page 24 Information TOTAL BASE: Replied grade

BEST Survey 2008 – main report – page 25 Information % satisfied citizens TOTAL BASE: Replied grade

Satisfaction with staff behaviour from 2004 to 2008

BEST Survey 2008 – main report – page 27 Staff behaviour TOTAL BASE: Replied grade

BEST Survey 2008 – main report – page 28 Staff behaviour % satisfied citizens TOTAL BASE: Replied grade

Satisfaction with security and safety from 2004 to 2008

BEST Survey 2008 – main report – page 30 Security and safety TOTAL BASE: Replied grade

BEST Survey 2008 – main report – page 31 Security and safety % satisfied citizens TOTAL BASE: Replied grade

Satisfaction with comfort from 2004 to 2008

BEST Survey 2008 – main report – page 33 Comfort TOTAL BASE: Replied grade

BEST Survey 2008 – main report – page 34 Comfort % satisfied citizens TOTAL BASE: Replied grade

Citizens perception of the social image PT from 2004 to 2008

BEST Survey 2008 – main report – page 36 Social image TOTAL BASE: Replied grade

BEST Survey 2008 – main report – page 37 Social image % satisfied citizens TOTAL BASE: Replied grade

Citizens’ perception of value for money from 2004 to 2008

BEST Survey 2008 – main report – page 39 Value for money TOTAL BASE: Replied grade

BEST Survey 2008 – main report – page 40 Value for money % satisfied citizens TOTAL BASE: Replied grade

Citizens stated public transport loyalty from 2004 to 2008

BEST Survey 2008 – main report – page 42 Loyalty TOTAL BASE: Replied grade

BEST Survey 2008 – main report – page 43 Loyalty % satisfied citizens TOTAL BASE: Replied grade

Background information

BEST Survey 2008 – main report – page 45 Gender

BEST Survey 2008 – main report – page 46 Life situation

BEST Survey 2008 – main report – page 47 Public transport travel frequency

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