1. Benchmarking in European Service of public Transport (BEST) Main results of the BEST 2008 Survey

2. BEST Survey 2008 – main report – page 2 Content 1)About the survey 2)How to read the graphs 3)Results Best performing city/region per index Results per index and city/region in 2008 and 2007 Quality indicators impact on overall citizen satisfaction 2008 Overall citizen satisfaction 2004 – 2008 Satisfaction per city/region 2004 – 2008 with: Traffic supply Reliability Information Staff behaviour Security and safety Comfort Perception of social image 2004 - 2008 Perception of value for money 2004 - 2008 Citizens stated loyalty to public transport from 2004 to 2008 4)Background information Gender Age Life situation PT travel frequency

3. BEST Survey 2008 – main report – page 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…..’ CityResponse rate Stockholm51 % Oslo27% Helsinki26 % Copenhagen32% Vienna46 % Geneva43 % Berlin33%

4. BEST Survey 2008 – main report – page 4 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.

5. BEST performing city/region per index 2004 - 2008

6. BEST Survey 2008 – main report – page 6 Best performing city per index 2008200720062005 Citizen satisfaction Geneva (78) Vienna (80) Helsinki (81) Barcelona (83) Traffic supply Berlin (86) Berlin (84) Berlin (70) Prague (73) Reliability Berlin (84) Berlin (84) Geneva (79) Prague (82) Information Geneva (71) Geneva (71) Geneva (66) Geneva (64) Staff behaviour Geneva (74) Geneva (75) Geneva (76) Geneva (72) Security and safety Oslo (82) Vienna (87) Vienna (81) Vienna (81) Comfort Berlin (78) Berlin (77) Geneva (67) Geneva (66) Value for money Berlin (56) Vienna (53) Helsinki (50) Prague (60) Social image Oslo (87) Oslo (89) Geneva (85) Oslo (82) Loyalty Helsinki (80) Vienna (81) Vienna (75) Vienna (79)

7. Results per index and city/region in 2008 and 2007

8. BEST Survey 2008 – main report – page 8 Results per index and city/region in 2008 ViennaHelsinkiGenevaBerlinStockholmOsloCopenhagen Citizen satisfaction68767873646250 Traffic supply6065688659 55 Reliability56647984414841 Information54497170484648 Staff behaviour54 7472546965 Security & safety76727768648269 Comfort60636878565255 Social image79848680 8769 Value for money33473356263827 Loyalty70807375566342

9. BEST Survey 2008 – main report – page 9 Results per index and city/region in 2007 ViennaHelsinkiGenevaBerlinStockholmOsloCopenhagen Citizen satisfaction8079 73676658 Traffic supply72666984586257 Reliability72648384365240 Information64487167494743 Staff behaviour71577571557466 Security & safety87718072658370 Comfort696371775554 Social image85868780 8970 Value for money53493153463435 Loyalty81787571616549

10. BEST Survey 2008 – main report – page 10 Results per index and city/region – change from 2007 to 2008 ViennaHelsinkiGenevaBerlinStockholmOsloCopenhagen Citizen satisfaction-12-30-3-4-8 Traffic supply-12 21-3-2 Reliability-160-405 1 Information-10103 5 Staff behaviour-17-31 -5 Security & safety-111-3-4 Comfort-90-311-21 Social image-6-200-2 Value for money-20-223-204-8 Loyalty-112-24-5-2-7

11. Which improvements matter most? Quality indicators impact on overall citizen satisfaction

12. BEST Survey 2008 – main report – page 12 How is the most important areas for improvements determined? 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 The highlighted indicators (indicators in bold) have been used to determine the impact they have on citizens over all satisfaction. A stepwise regression method has been used in the analysis. On the following slide the five indicators with strongest significant impact on satisfaction are listed in ranked order for all participating cities in 2008. Overall satisfaction with PT

13. BEST Survey 2008 – main report – page 13 Which improvements of public transport will have the greatest impact on citizens overall satisfaction with public transport? BerlinCopenhagenGeneva HelsinkiOsloStockholmVienna

14. Overall citizen satisfaction with public transport 2004 - 2008

15. BEST Survey 2008 – main report – page 15 Overall citizen satisfaction TOTAL BASE: Replied grade 20082007200620052004 7879767174 7679817678 73 63. 68807475 6467656664 626658 51 5058565852

16. BEST Survey 2008 – main report – page 16 Overall citizen satisfaction TOTAL BASE: Replied grade % satisfied citizens

17. Satisfaction with traffic supply from 2004 to 2008

18. BEST Survey 2008 – main report – page 18 Traffic supply 20082007200620052004 86847065. 6869686764 6566676567 60726667 5958576260 5962555755 57565554 TOTAL BASE: Replied grade

19. BEST Survey 2008 – main report – page 19 Traffic supply % satisfied citizens TOTAL BASE: Replied grade

20. Satisfaction with reliability from 2004 to 2008

21. BEST Survey 2008 – main report – page 21 Reliability 20082007200620052004 84 6356. 798379 64 727573 56726873 4852435242 4140384544 4136384845 TOTAL BASE: Replied grade

22. BEST Survey 2008 – main report – page 22 Reliability % satisfied citizens TOTAL BASE: Replied grade

23. Satisfaction with information from 2004 to 2008

24. BEST Survey 2008 – main report – page 24 Information 20082007200620052004 71 666469 70674746. 5464545856 4948575250 484951 50 4843485350 4647424443 TOTAL BASE: Replied grade

25. BEST Survey 2008 – main report – page 25 Information % satisfied citizens TOTAL BASE: Replied grade

26. Satisfaction with staff behaviour from 2004 to 2008

27. BEST Survey 2008 – main report – page 27 Staff behaviour 20082007200620052004 7475767276 72715657. 6974656769 656665 63 5471676467 5455596361 5457595657 TOTAL BASE: Replied grade

28. BEST Survey 2008 – main report – page 28 Staff behaviour % satisfied citizens TOTAL BASE: Replied grade

29. Satisfaction with security and safety from 2004 to 2008

30. BEST Survey 2008 – main report – page 30 Security and safety 20082007200620052004 828380 79 7780747275 768781 82 727172 73 6970 65 68725561. 6465636560 TOTAL BASE: Replied grade

31. BEST Survey 2008 – main report – page 31 Security and safety % satisfied citizens TOTAL BASE: Replied grade

32. Satisfaction with comfort from 2004 to 2008

33. BEST Survey 2008 – main report – page 33 Comfort 20082007200620052004 78775857. 6871676665 63 64 60696465 5655535557 5554 5855 5254484951 TOTAL BASE: Replied grade

34. BEST Survey 2008 – main report – page 34 Comfort % satisfied citizens TOTAL BASE: Replied grade

35. Citizens perception of the social image PT from 2004 to 2008

36. BEST Survey 2008 – main report – page 36 Social image 20082007200620052004 8789818278 8687858082 8486828182 80 817876 80 7470. 7985818280 6970686761 TOTAL BASE: Replied grade

37. BEST Survey 2008 – main report – page 37 Social image % satisfied citizens TOTAL BASE: Replied grade

38. Citizens’ perception of value for money from 2004 to 2008

39. BEST Survey 2008 – main report – page 39 Value for money 20082007200620052004 56532729. 4749504844 3834 3225 3353494643 3331251927 35323122 2646402927 TOTAL BASE: Replied grade

40. BEST Survey 2008 – main report – page 40 Value for money % satisfied citizens TOTAL BASE: Replied grade

41. Citizens stated public transport loyalty from 2004 to 2008

42. BEST Survey 2008 – main report – page 42 Loyalty 20082007200620052004 80787576 75715852. 7375676362 7081757974 6365535753 566157 55 424945 39 TOTAL BASE: Replied grade

43. BEST Survey 2008 – main report – page 43 Loyalty % satisfied citizens TOTAL BASE: Replied grade

44. Background information

45. BEST Survey 2008 – main report – page 45 Gender

46. BEST Survey 2008 – main report – page 46 Life situation

47. BEST Survey 2008 – main report – page 47 Public transport travel frequency

48. For more information and other reports see our web site http://best2005.net