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FEST Finans Energi Samferdsel Telekom BEST Survey 2008 City report: Helsinki Benchmarking in European Service of public Transport.

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Presentation on theme: "FEST Finans Energi Samferdsel Telekom BEST Survey 2008 City report: Helsinki Benchmarking in European Service of public Transport."— Presentation transcript:

1 FEST Finans Energi Samferdsel Telekom BEST Survey 2008 City report: Helsinki Benchmarking in European Service of public Transport

2 BEST 2008 Citizens Satisfaction Survey 2008 2 Contents About the survey How to read the graphs Indices 2004 - 2008 Results per Indices and question 2004 - 2008 Traffic supply Information Staff behaviour Security and safety Comfort Social Image Value for money Satisfaction and impact Citizen satisfaction per subgroup 2008 Gender Age Public transport travel frequency Geographical areas Public transport modes used Indices and questions per subgroup 2008 Traffic supply - Subgroups Good for work/school 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 I am satisfied with the number of departures Waiting time is short at transfers Reliability - Subgroups Information - Subgroups 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 – Subgroups Staff answers my questions correctly Staff behaves nicely and correctly Security and safety - Subgroups 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 – Subgroups 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 - Subgroups More people will travel with PT in the future PT is good for the environment PT is beneficial to society Value for money - Subgroups PT gives good value for money PT fares are reasonable Loyalty – Subgroups Background variables Travel frequency in subgroups Life situation in subgroups

3 BEST 2008 Citizens Satisfaction Survey 2008 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 2008. 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…..’ Response rate Stockholm51 % Oslo27% Helsinki26 % Copenhagen32% Vienna46 % Geneva43 % Berlin33%

4 BEST 2008 Citizens Satisfaction Survey 2008 4 How to read the graphs The graphs show the proportion of 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 topmost column show the distribution for the compound index, while the columns underneath show the distributions for the individual questions that make up the index. The graph show proportion of respondents that agree/disagree to the statement (as described in more detail above). The topmost column show the distribution for the total city sample, while the columns underneath show the distribution for certain relevant subgroups of the total population – the subgroups included are sex, age, travel frequency, place of residence (city region) and mode(s) of public transport used most often by the respondent.

5 FEST Finans Energi Samferdsel Telekom Results 2008

6 BEST 2008 Citizens Satisfaction Survey 2008 6 Helsinki Indices 2008 20082007200620052004 7679817678 6566676567 64 727573 4948575250 5457595657 727172 73 63 64 8486828182 4749504844 80787576

7 FEST Finans Energi Samferdsel Telekom Helsinki 2008 Quality dimensions

8 BEST 2008 Citizens Satisfaction Survey 2008 8 Helsinki Traffic supply 20082007200620052004 6566676567 6668656668 6365 6466 8183848081 4850 4650 87888988 6670 6869 45434950 6063626063

9 BEST 2008 Citizens Satisfaction Survey 2008 9 Helsinki Information 20082007200620052004 4948575250 7877807774 2322332624 44 ---

10 BEST 2008 Citizens Satisfaction Survey 2008 10 Helsinki Staff behaviour 20082007200620052004 5457595657 48515351 6062656162

11 BEST 2008 Citizens Satisfaction Survey 2008 11 Helsinki Security and safety 20082007200620052004 727172 73 6564 62 6766676972 8384 8385

12 BEST 2008 Citizens Satisfaction Survey 2008 12 Helsinki Comfort 20082007200620052004 63 64 7271666869 5759575960 7068707175 414045 7675767473

13 BEST 2008 Citizens Satisfaction Survey 2008 13 Helsinki Social Image 20082007200620052004 8486828182 68 626061 929390 91 9395939192

14 BEST 2008 Citizens Satisfaction Survey 2008 14 Helsinki Value for money 20082007200620052004 4749504844 5760 55 37 403733

15 FEST Finans Energi Samferdsel Telekom Impact on satisfaction Indicators impact on citizen satisfaction

16 BEST 2008 Citizens Satisfaction Survey 2008 16 Impact on satisfaction 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 Citizen satisfaction The highlighted indicators have been used to determine the impact they have on citizens over all satisfaction. On the following slide all indicators with significant impact on over all satisfaction are listed in ranked order for 2007 and 2008. A stepwise method has been used in the analysis. Effect estimates are standardized beta coefficients.

17 BEST 2008 Citizens Satisfaction Survey 2008 17 Impact on satisfaction - Helsinki 2007 2008

18 FEST Finans Energi Samferdsel Telekom Stockholm 2008 Appendix

19 FEST Finans Energi Samferdsel Telekom Helsinki 2008 Citizen satisfaction in subgroups

20 BEST 2008 Citizens Satisfaction Survey 2008 20 Helsinki CITIZEN SATISFACTION - Subgroups Gender Age PT travel frequency Geography PT modes used

21 FEST Finans Energi Samferdsel Telekom Helsinki 2008 Traffic supply in subgroups

22 BEST 2008 Citizens Satisfaction Survey 2008 22 Helsinki Traffic supply - Subgroups Gender Age PT travel frequency Geography PT modes used

23 BEST 2008 Citizens Satisfaction Survey 2008 23 Helsinki Good for work/school trips - Subgroups Gender Age PT travel frequency Geography PT modes used

24 BEST 2008 Citizens Satisfaction Survey 2008 24 Helsinki PT is good for leisure trips - Subgroups Gender Age PT travel frequency Geography PT modes used

25 BEST 2008 Citizens Satisfaction Survey 2008 25 Helsinki PT is good for trips in the city centre - Subgroups Gender Age PT travel frequency Geography PT modes used

26 BEST 2008 Citizens Satisfaction Survey 2008 26 Helsinki PT is good for trips outside the city centre - Subgroups Gender Age PT travel frequency Geography PT modes used

27 BEST 2008 Citizens Satisfaction Survey 2008 27 Helsinki Nearest stop is close to where I live - Subgroups Gender Age PT travel frequency Geography PT modes used

28 BEST 2008 Citizens Satisfaction Survey 2008 28 Helsinki Travel time on PT is reasonable - Subgroups Gender Age PT travel frequency Geography PT modes used

29 BEST 2008 Citizens Satisfaction Survey 2008 29 Helsinki I am satisfied with the number of departures - Subgroups Gender Age PT travel frequency Geography PT modes used

30 BEST 2008 Citizens Satisfaction Survey 2008 30 Helsinki Waiting time is short at transfers - Subgroups Gender Age PT travel frequency Geography PT modes used

31 FEST Finans Energi Samferdsel Telekom Helsinki 2008 Reliability in subgroups

32 BEST 2008 Citizens Satisfaction Survey 2008 32 Helsinki Reliability - Subgroups Gender Age PT travel frequency Geography PT modes used

33 FEST Finans Energi Samferdsel Telekom Helsinki 2008 Information in subgroups

34 BEST 2008 Citizens Satisfaction Survey 2008 34 Helsinki Information - Subgroups Gender Age PT travel frequency Geography PT modes used

35 BEST 2008 Citizens Satisfaction Survey 2008 35 Helsinki It is easy to get the information needed when planning a trip - Subgroups Gender Age PT travel frequency Geography PT modes used

36 BEST 2008 Citizens Satisfaction Survey 2008 36 Helsinki Information is good when traffic problems occur - Subgroups Gender Age PT travel frequency Geography PT modes used

37 BEST 2008 Citizens Satisfaction Survey 2008 37 Helsinki Information is good in stops and terminals - Subgroups Gender Age PT travel frequency Geography PT modes used

38 FEST Finans Energi Samferdsel Telekom Helsinki 2008 Staff behaviour in subgroups

39 BEST 2008 Citizens Satisfaction Survey 2008 39 Helsinki Staff behaviour - Subgroups Gender Age PT travel frequency Geography PT modes used

40 BEST 2008 Citizens Satisfaction Survey 2008 40 Helsinki Staff answers my questions correctly - Subgroups Gender Age PT travel frequency Geography PT modes used

41 BEST 2008 Citizens Satisfaction Survey 2008 41 Helsinki Staff behaves nicely and correctly - Subgroups Gender Age PT travel frequency Geography PT modes used

42 FEST Finans Energi Samferdsel Telekom Helsinki 2008 Security and safety in subgroups

43 BEST 2008 Citizens Satisfaction Survey 2008 43 Helsinki Security and safety - Subgroups Gender Age PT travel frequency Geography PT modes used

44 BEST 2008 Citizens Satisfaction Survey 2008 44 Helsinki I feel secure at stations and bus stops - Subgroups Gender Age PT travel frequency Geography PT modes used

45 BEST 2008 Citizens Satisfaction Survey 2008 45 Helsinki I feel secure on board busses and trains - Subgroups Gender Age PT travel frequency Geography PT modes used

46 BEST 2008 Citizens Satisfaction Survey 2008 46 Helsinki I am not afraid of traffic accidents when using PT - Subgroups Gender Age PT travel frequency Geography PT modes used

47 FEST Finans Energi Samferdsel Telekom Helsinki 2008 Comfort in subgroups

48 BEST 2008 Citizens Satisfaction Survey 2008 48 Helsinki Comfort - Subgroups Gender Age PT travel frequency Geography PT modes used

49 BEST 2008 Citizens Satisfaction Survey 2008 49 Helsinki PT travel is comfortable - Subgroups Gender Age PT travel frequency Geography PT modes used

50 BEST 2008 Citizens Satisfaction Survey 2008 50 Helsinki Transfers are easy - Subgroups Gender Age PT travel frequency Geography PT modes used

51 BEST 2008 Citizens Satisfaction Survey 2008 51 Helsinki Busses and trains are modern - Subgroups Gender Age PT travel frequency Geography PT modes used

52 BEST 2008 Citizens Satisfaction Survey 2008 52 Helsinki Busses and trains are clean - Subgroups Gender Age PT travel frequency Geography PT modes used

53 BEST 2008 Citizens Satisfaction Survey 2008 53 Helsinki I normally get a seat when travel with PT - Subgroups Gender Age PT travel frequency Geography PT modes used

54 FEST Finans Energi Samferdsel Telekom Helsinki 2008 Social image in subgroups

55 BEST 2008 Citizens Satisfaction Survey 2008 55 Helsinki Social image - Subgroups Gender Age PT travel frequency Geography PT modes used

56 BEST 2008 Citizens Satisfaction Survey 2008 56 Helsinki More people will travel with PT in the future - Subgroups Gender Age PT travel frequency Geography PT modes used

57 BEST 2008 Citizens Satisfaction Survey 2008 57 Helsinki PT is good for the environment - Subgroups Gender Age PT travel frequency Geography PT modes used

58 BEST 2008 Citizens Satisfaction Survey 2008 58 Helsinki PT is beneficial to society - Subgroups Gender Age PT travel frequency Geography PT modes used

59 FEST Finans Energi Samferdsel Telekom Helsinki 2008 Value for money in subgroups

60 BEST 2008 Citizens Satisfaction Survey 2008 60 Helsinki Value for money - Subgroups Gender Age PT travel frequency Geography PT modes used

61 BEST 2008 Citizens Satisfaction Survey 2008 61 Helsinki PT gives good value for money - Subgroups Gender Age PT travel frequency Geography PT modes used

62 BEST 2008 Citizens Satisfaction Survey 2008 62 Helsinki PT fares are reasonable - Subgroups Gender Age PT travel frequency Geography PT modes used

63 FEST Finans Energi Samferdsel Telekom Helsinki 2008 Loyalty in subgroups

64 BEST 2008 Citizens Satisfaction Survey 2008 64 Helsinki Loyalty - Subgroups Gender Age PT travel frequency Geography PT modes used

65 FEST Finans Energi Samferdsel Telekom Helsinki 2008 Background information

66 BEST 2008 Citizens Satisfaction Survey 2008 66 Public transport travel frequency – Helsinki 2008

67 BEST 2008 Citizens Satisfaction Survey 2008 67 Life situation – Helsinki 2008

68 FEST Finans Energi Samferdsel Telekom Results 2008 – other available reports at best2005.net

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