1. BEST 2014 BEST 2011 BEST 2014 BEST Survey results 2013

2. BEST 2014 Suggested agenda – BEST Survey 2013 presentation BEST Survey 2013Page 2 Suggested agenda 10 minIntroduction, and info about the survey 10 min Changes in the PT service / use of PT in your region from March 2012 compared with the year 2013 45 minBEST Survey Results 2013 including Special Topics 10 minResults from BEST key figure database 15 minBEST Seminar 2014 & workshops 2014

3. BEST 2014 BEST Benchmarking in European Service of public Transport ”To be humble enough to admit that there is always something you can learn from others, and ambitious enough to believe that even the BEST can be improved” BEST Survey 2013Page 3

4. BEST 2014 Organisation Steering committee: Nordic Directors Meeting (NDM) Chairman: Jens Plambeck, SLL/TF Vice chair: Pernilla Helander, SLL/TF Planning committee: Pernilla Helander, SLL/TF Marit E. Leite, Ruter Jesper Wibrand, Movia Antti Vuorela, HSL Permanent working group: Key figure database BEST Survey 2013Page 4

5. BEST 2014 Objective & working process Objective: Strengthen PT organisations’ focus on customers’ needs and expectations & a learning process among public transport professionals Survey: Benchmarking of citizens perception of public transport service. Key figure database: Benchmarking of “hard facts” BEST Survey 2013Page 5 Survey results & analysis NDM WG Key figure database BEST SeminarNDM Workshops & WG Key figure database

6. BEST 2014 1.000 interviews with citizens aged 16+ per year A continuous web panel survey throughout the year (Jan – Dec), from Nov 2012 (except Geneva and parts of Helsinki) Before: A telephone survey conducted March every year from 2001 – 2012 Perceived quality – 10 dimensions (approx. 27 statements) Quality evaluated on a 5-point scale Special topic The Survey BEST Survey 2013Page 6

7. BEST 2014 Special topics 2013 1.Use of PT info channels 2.Use of ticket media (electronic travel card, mobile phones, paper ) BEST Survey 2013Page 7

8. BEST 2014 Reporting BEST Survey 2013Page 8 https://manager.dapresy.com/managerhttps://manager.dapresy.com/manager/ Possible to export to Excel Key figure report

9. BEST 2014 BEST Seminar Exchange of experiences & networking Once a year – this year in the autumn Discussing the results of the survey Special topics Award given to ”BEST City” Suggest topics for work shops Colleagues dinner BEST Survey 2013Page 9

10. BEST 2014 BEST work shops 2013 BEST Survey 2013Page 10 1.WG: Key figure database 2.WS: How to improve PT- ridership? 3.WS: Pricing & fares 4.WS: Travel and traffic information Topics 2013: One day in-depth discussion Topics suggested at Seminar, could also be linked to Special Topic All participating cities makes a presentation Work shops:

11. BEST 2014 Dimensions believed to affect satisfaction included in the survey Background variables: Travel frequency by public transport PT modes most often used Main occupation Gender Age Post code (geography) 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 2013Page 11

12. BEST 2014 Page 12 BEST Survey results 1.000 interviews with citizens aged 16+ per year Since 2001 Approx. 27 statements 1.Traffic Supply 2.Reliability 3.Information 4.Staff behaviour 5.Personal safety 6.Comfort 7.Social image 8.Value for money 9.Satisfaction 10.Loyalty Quality dimensions Overall satisfaction with PT (2013) Development in overall satisfaction BEST Survey 2013

13. BEST 2014 BEST 2011 BEST 2014 City report / prepared for each city (File exported from Dapresy)

14. BEST 2014 BEST 2011 BEST 2014 Special topic: PT information channels

15. BEST 2014 BEST 2011 BEST 2014 Special topic: Use of ticket media

16. BEST 2014 BEST 2011 BEST 2014 BEST Key figure database

17. BEST 2014 BEST 2011 BEST 2014 What should we present at the BEST Seminar 2014?

18. BEST 2014 BEST 2011 BEST 2014 BEST Seminar & work shops 2014

19. BEST 2014 Other input we want to give BEST BEST Survey & Reports –What do we think could be changed / be improved? Special topics 2015 –Topics that might be especially interesting for us to include in the 2015 survey? Work shops 2014 –Any topic that would be especially useful for us to discuss with fellow PT professionals? BEST Seminar 2014 / the seminar in general? –Topics that our organisation might present at the seminar BEST Survey 2013Page 19