1. The Passenger View
David Beer
Passenger Executive

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

3. Passenger Focus: background
National rail passenger watchdog since WW2
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

4. 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?

5. 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

6. 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

7. 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

8. 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%

9. 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

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

11. 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”

12. 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

13. 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