1. BEST SURVEY 2007 Report Copenhagen 2007

2. BEST 2007 BEST Survey 2007 2 Contents About the survey Participants Sample Method How to read the graphs Overall results Quality dimension indexes, individual questions Satisfaction and impact Appendix Quality dimensions and indexes for subgroups Background information

3. BEST 2007 BEST Survey 2007 3 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) 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 response rate for each city is given in the table to the right. 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 % Berlin33 % Prague31 %

4. BEST 2007 BEST Survey 2007 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. Results 2007

6. BEST 2007 BEST Survey 2007 6 Copenhagen Indices 2007 20072006200520042003 5856585258 5756555457 4038454448 4348535052 6665 6369 70 6570 54 5855 7068676166 3532312237 4945 3946

7. Copenhagen 2007 Quality dimensions

8. BEST 2007 BEST Survey 2007 8 Copenhagen Traffic supply 20072006200520042003 5756555457 56 515456 4142383940 8081 7778 41 424142 8583848584 5658575559 3739343338 5550495056

9. BEST 2007 BEST Survey 2007 9 Copenhagen Information 20072006200520042003 4348535052 6970737174 27 3229 33----

10. BEST 2007 BEST Survey 2007 10 Copenhagen Staff behaviour 20072006200520042003 6665 6369 585758 62 73 716876

11. BEST 2007 BEST Survey 2007 11 Copenhagen Security and safety 20072006200520042003 70 6570 5958565460 7170716670 7982817682

12. BEST 2007 BEST Survey 2007 12 Copenhagen Comfort 20072006200520042003 54 5855 5453575352 5358575458 6359686663 38 43 40 64 666361

13. BEST 2007 BEST Survey 2007 13 Copenhagen Social Image 20072006200520042003 7068676166 4642 3138 7677757376 8683827983

14. BEST 2007 BEST Survey 2007 14 Copenhagen Value for money 20072006200520042003 3532312237 39 2742 3025241631

15. Oslo 2007 Satisfaction and impact

16. BEST 2007 BEST Survey 2007 16 Satisfaction and impact This graph shows the relationship between the scores for each quality dimension and its relative impact on citizen’s satisfaction. The scores for each quality dimension are shown on the x-axis. The y-axis shows the relative impact of each quality dimension on the overall satisfaction. Impact scores are based on a regression analysis, in which the effects of each dimension on overall satisfaction are calculated while controlling for the effect of all other, and possibly confounding, dimensions. This analysis returns the individual effect of each dimension i.e. the effect that cannot be accounted for by the other dimensions. The horizontal grey line indicates the average impact of each dimension, across all cities participating in the 2007 survey. The vertical grey line indicates the average proportion of citizens in agreement with each dimension, across all participating cities. Based on the averages, there are 4 regions in this plot. In the lower left quadrant we find dimensions that has low scores, but that also have low impact on overall satisfaction – these dimensions should receive less attention. In the lower right quadrant we find dimensions that has high scores, but low impact on satisfaction – the main focus here should be to maintain satisfied customers. The focus with regard to dimensions positioned in the upper left quadrant should be to improve satisfaction, since these dimensions have high impact on overall satisfaction, but are currently given low scores by the citizens. The PT service already succeed with the dimensions positioned in the upper right quadrant, which are rated high and has high impact on overall satisfaction. The focus here should be to maintain the level of service and improve satisfaction if possible. The graph show the relative “movement” of each dimension by plotting both this year’s position and its position in the last survey. The filled circles indicate this year, the open circles the scores for last survey.

17. BEST 2007 BEST Survey 2007 17 Satisfaction and impact – Copenhagen Low effect and low scores Low effect but high scores High effect and high scores High effect but low scores * Filled circles 2007 Open circles 2006

18. Copenhagen 2007 Appendix

19. Copenhagen 2007 Citizen satisfaction

20. BEST 2007 BEST Survey 2007 20 Copenhagen CITIZEN SATISFACTION - Subgroups Gender Age PT travel frequency Geography PT modes used

21. Copenhagen 2007 Traffic supply in subgroups

22. BEST 2007 BEST Survey 2007 22 Copenhagen Traffic supply - Subgroups Gender Age PT travel frequency Geography PT modes used

23. BEST 2007 BEST Survey 2007 23 Copenhagen Good for work/school trips - Subgroups Gender Age PT travel frequency Geography PT modes used

24. BEST 2007 BEST Survey 2007 24 Copenhagen PT is good for leisure trips - Subgroups Gender Age PT travel frequency Geography PT modes used

25. BEST 2007 BEST Survey 2007 25 Copenhagen PT is good for trips in the city centre - Subgroups Gender Age PT travel frequency Geography PT modes used

26. BEST 2007 BEST Survey 2007 26 Copenhagen PT is good for trips outside the city centre - Subgroups Gender Age PT travel frequency Geography PT modes used

27. BEST 2007 BEST Survey 2007 27 Copenhagen Nearest stop is close to where I live - Subgroups Gender Age PT travel frequency Geography PT modes used

28. BEST 2007 BEST Survey 2007 28 Copenhagen Travel time on PT is reasonable - Subgroups Gender Age PT travel frequency Geography PT modes used

29. BEST 2007 BEST Survey 2007 29 Copenhagen I am satisfied with the number of departures - Subgroups Gender Age PT travel frequency Geography PT modes used

30. BEST 2007 BEST Survey 2007 30 Copenhagen Waiting time is short at transfers - Subgroups Gender Age PT travel frequency Geography PT modes used

31. Copenhagen 2007 Reliability in subgroups

32. BEST 2007 BEST Survey 2007 32 Copenhagen Reliability - Subgroups Gender Age PT travel frequency Geography PT modes used

33. Copenhagen 2007 Information in subgroups

34. BEST 2007 BEST Survey 2007 34 Copenhagen Information - Subgroups Gender Age PT travel frequency Geography PT modes used

35. BEST 2007 BEST Survey 2007 35 Copenhagen It is easy to get the information needed when planning a trip - Subgroups Gender Age PT travel frequency Geography PT modes used

36. BEST 2007 BEST Survey 2007 36 Copenhagen Information is good when traffic problems occur - Subgroups Gender Age PT travel frequency Geography PT modes used

37. BEST 2007 BEST Survey 2007 37 Copenhagen Information is good in stops and terminals - Subgroups Gender Age PT travel frequency Geography PT modes used

38. Copenhagen 2007 Staff behaviour in subgroups

39. BEST 2007 BEST Survey 2007 39 Copenhagen Staff behaviour - Subgroups Gender Age PT travel frequency Geography PT modes used

40. BEST 2007 BEST Survey 2007 40 Copenhagen Staff answers my questions correctly - Subgroups Gender Age PT travel frequency Geography PT modes used

41. BEST 2007 BEST Survey 2007 41 Copenhagen Staff behaves nicely and correctly - Subgroups Gender Age PT travel frequency Geography PT modes used

42. Copenhagen 2007 Security and safety in subgroups

43. BEST 2007 BEST Survey 2007 43 Copenhagen Security and safety - Subgroups Gender Age PT travel frequency Geography PT modes used

44. BEST 2007 BEST Survey 2007 44 Copenhagen I feel secure at stations and bus stops - Subgroups Gender Age PT travel frequency Geography PT modes used

45. BEST 2007 BEST Survey 2007 45 Copenhagen I feel secure on board busses and trains - Subgroups Gender Age PT travel frequency Geography PT modes used

46. BEST 2007 BEST Survey 2007 46 Copenhagen I am not afraid of traffic accidents when using PT - Subgroups Gender Age PT travel frequency Geography PT modes used

47. Copenhagen 2007 Comfort in subgroups

48. BEST 2007 BEST Survey 2007 48 Copenhagen Comfort - Subgroups Gender Age PT travel frequency Geography PT modes used

49. BEST 2007 BEST Survey 2007 49 Copenhagen PT travel is comfortable - Subgroups Gender Age PT travel frequency Geography PT modes used

50. BEST 2007 BEST Survey 2007 50 Copenhagen Transfers are easy - Subgroups Gender Age PT travel frequency Geography PT modes used

51. BEST 2007 BEST Survey 2007 51 Copenhagen Busses and trains are modern - Subgroups Gender Age PT travel frequency Geography PT modes used

52. BEST 2007 BEST Survey 2007 52 Copenhagen Busses and trains are clean - Subgroups Gender Age PT travel frequency Geography PT modes used

53. BEST 2007 BEST Survey 2007 53 Copenhagen I normally get a seat when travel with PT - Subgroups Gender Age PT travel frequency Geography PT modes used

54. Copenhagen 2007 Social image in subgroups

55. BEST 2007 BEST Survey 2007 55 Copenhagen Social image - Subgroups Gender Age PT travel frequency Geography PT modes used

56. BEST 2007 BEST Survey 2007 56 Copenhagen More people will travel with PT in the future - Subgroups Gender Age PT travel frequency Geography PT modes used

57. BEST 2007 BEST Survey 2007 57 Copenhagen PT is good for the environment - Subgroups Gender Age PT travel frequency Geography PT modes used

58. BEST 2007 BEST Survey 2007 58 Copenhagen PT is beneficial to society - Subgroups Gender Age PT travel frequency Geography PT modes used

59. Copenhagen 2007 Value for money in subgroups

60. BEST 2007 BEST Survey 2007 60 Copenhagen Value for money - Subgroups Gender Age PT travel frequency Geography PT modes used

61. BEST 2007 BEST Survey 2007 61 Copenhagen PT gives good value for money - Subgroups Gender Age PT travel frequency Geography PT modes used

62. BEST 2007 BEST Survey 2007 62 Copenhagen PT fares are reasonable - Subgroups Gender Age PT travel frequency Geography PT modes used

63. Copenhagen 2007 Loyalty in subgroups

64. BEST 2007 BEST Survey 2007 64 Copenhagen Loyalty - Subgroups Gender Age PT travel frequency Geography PT modes used

65. Copenhagen 2007 Background information

66. BEST 2007 BEST Survey 2007 66 Travel frequency in subgroups – Copenhagen 2007

67. BEST 2007 BEST Survey 2007 67 Life situation in subgroups – Copenhagen 2007

68. Results 2007 – other available reports at best2005.net