Benchmarking in European Service of public Transport Results of the 2007 survey

BEST Survey Content About the survey Participants Sample Method Questionnaire Results (graphs) How to read the graphs? Each quality dimension Background information

BEST Survey About the survey The following cities participated in the BEST 2007 survey: Stockholm (Extended questionnaire) Oslo (Extended questionnaire) Helsinki (Extended questionnaire, with additional questions) Copenhagen (Extended questionnaire, with additional questions) Vienna (Extended questionnaire) Berlin (Extended questionnaire) Prague (Extended questionnaire) Geneva (Extended questionnaire) – Fieldwork in august/september 2007 For all cities 1000 residents in defined areas have been interviewed. The exception is Helsinki where 150 additional interviews where performed in the Espoo area. All interviews have been done by telephone. The fieldwork for BEST Survey 2007 was conducted between March 5th and March 18th Results from the survey have been weighted with respect to sex and age to match the profile in each area. The Helsinki results are weighted with respect to geography as well, to correct for the uneven distribution of interviews resulting from the extra interviews in Espoo. All 1150 interviews in Helsinki are included in the analysis. The questionnaire used in the survey is an updated version of the 2006 questionnaire. Since 2006 one new statement (‘The information is good in stops and terminals’) and two new background questions (‘region/geography’ and ‘usage of different modes of public transport’) have been added. In Copenhagen the question on ‘usage of PT modes’ have been formulated differently. In Copenhagen respondents were asked how often they used each transport mode. For reporting and comparison purposes these questions have been recoded as follows: If a respondent states that he/she travels with PT on a daily basis, all transport modes which this respondent use on a daily basis is coded as ‘generally uses’. Transport modes who are not used on a daily basis have for this respondent been coded as ‘not used generally’. Response rate Stockholm64 % Oslo28 % Helsinki32 % Copenhagen40 % Vienna54 % Geneva56 % Berlin33 % Prague31 %

BEST Survey 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.

Overall report – BEST Survey Results 2007

BEST Survey BEST Survey 2007 Best performing city per index TOTAL BASE: Replied grade

BEST Survey BEST Survey 2006 Best performing city per index TOTAL BASE: Replied grade

BEST Survey BEST Survey 2005 Best performing city per index TOTAL BASE: Replied grade

BEST Survey 2007 Citizen satisfaction

BEST Survey BEST Survey 2007 Citizen satisfaction TOTAL BASE: Replied grade

BEST Survey Citizen satisfaction TOTAL BASE: Replied grade % satisfied citizens

BEST Survey 2007 Traffic supply

BEST Survey BEST Survey 2007 Traffic supply TOTAL BASE: Replied grade

BEST Survey All cities Traffic supply TOTAL BASE: Replied grade % satisfied citizens

BEST Survey 2007 Reliability

BEST Survey BEST Survey 2007 Reliability TOTAL BASE: Replied grade

BEST Survey All cities Reliability TOTAL BASE: Replied grade % satisfied citizens

BEST Survey 2007 Information

BEST Survey BEST Survey 2007 Information TOTAL BASE: Replied grade

BEST Survey All cities Information TOTAL BASE: Replied grade % satisfied citizens

BEST Survey 2007 Staff behaviour

BEST Survey BEST Survey 2007 Staff behaviour TOTAL BASE: Replied grade

BEST Survey All cities Staff behaviour TOTAL BASE: Replied grade % satisfied citizens

BEST Survey 2007 Security and safety

BEST Survey BEST Survey 2007 Security and safety TOTAL BASE: Replied grade

BEST Survey All cities Security and safety TOTAL BASE: Replied grade % satisfied citizens

BEST Survey 2007 Comfort

BEST Survey BEST Survey 2007 Comfort TOTAL BASE: Replied grade

BEST Survey All cities Comfort TOTAL BASE: Replied grade % satisfied citizens

BEST Survey 2007 Social image

BEST Survey BEST Survey 2007 Social image TOTAL BASE: Replied grade

BEST Survey All cities Social image TOTAL BASE: Replied grade % satisfied citizens

BEST Survey 2007 Value for money

BEST Survey BEST Survey 2007 Value for money TOTAL BASE: Replied grade

BEST Survey All cities Value for money TOTAL BASE: Replied grade % satisfied citizens

Loyalty BEST Survey 2007

37 BEST Survey 2007 Loyalty TOTAL BASE: Replied grade

BEST Survey All cities Loyalty TOTAL BASE: Replied grade % satisfied citizens

Background information BEST Survey 2007

40 Gender – All cities 2007

BEST Survey Age – All cities 2007

BEST Survey Life situation – All cities 2007

BEST Survey PT travel frequency – All cities 2007

Further information and other available reports at best2005.net