Tram Passenger Survey (TPS) Edinburgh Trams
Autumn 2015 results
Robert Pain Tel: 0300 123 0835 Email: [email protected]
Insight Team, Transport Focus, Fleetbank House, 2-6 Salisbury Square, London, EC4Y 8JX
April 2016 Contents
Overview • Context to the survey 3 • Summary of 2015 findings 6
The findings • Experience and opinions of the journey 11 • Waiting at the stop 18 • The tram 25 • Negative experiences during the journey 30 • Passengers’ suggested improvements 34 • Opinion of trams in the local area 38
Further information • Appendix 1: Passenger and journey context 41 • Appendix 2: Further detail on survey background and method 59 • Appendix 3: Questionnaire 63
2 TPS 2015 Edinburgh Trams
Context to the survey Context to the 2015 survey
The Tram Passenger Survey (TPS)
The TPS provides a consistent, robust measurement of passenger satisfaction with tram services in Britain
It also informs our understanding of barriers to (greater) tram use, how to encourage greater use, and how to improve the passenger experience
The 2015 TPS covered tram services in Manchester, Birmingham,Blackpool, Edinburgh, Nottingham and Sheffield
The survey methodology
Passengers are approached while making a journey; they answer the survey about that journey specifically
The questionnaire is self-completion, with passengers offered a choice of online or paper
Interviewers approached passengers on all days of the week between 6am and 10pm, between 17thSeptember and 26thNovember 2015
734 surveys were completed for Edinburgh Trams in autumn 2015
For further details of the survey method, see Appendix
4 The Edinburgh Trams network in context
The Passenger Ticket Information at stops Frequency Engineering disruptions / other notes Network Journeys* Purchasing TVMs at Mon-Sat: every 1 line 4.9 stops Info boards at stops (TTs, fares) 8-10 mins • Network opened 31st May 2014 15 stops million • No significant issues affected fieldwork 8.7 miles Conductors Passenger Info Displays Sun: 12-15 on board mins • Blackpool illuminations 4th Sept – 8th Nov TVMs at Mon-Sat: every 1 line 2015 4.1 stops Info boards at stops (TTs, fares) 15-30 mins • Heritage trams operate bank holidays, 37 stops million weekends and summer; not covered in this 11 miles Conductors Passenger Info Displays Sun: 20-30 on board mins research • No significant issues affected fieldwork • Second city works to provide direct link between St Peter’s Square and Victoria TVMs at Mon-Sat: every • Fire around Victoria 12th Oct; some fieldwork Manchester 7 lines Info boards all stops (TTs, fares) rearranged for short period 31.2 stops 6-12 mins 91 stops Passenger Info Displays • Airport line opened late 2014, covered for million Conductors Sun: 12-15 57 miles (Not all stops on Bury and Altrincham lines) first time in 2015 on board mins • No fieldwork on 10th Oct; 3 sporting events in one day including Rugby World Cup Fanzone • Increasing use of double carriage trams TVMs at • Network improvement works took place from 1 line Info boards at some stops (TTs, Mon-Sat: every 26th October onwards; no fieldwork took Midland 4.4 stops 23 stops fares) 6-15 mins place for a two week period from 26th Oct. Metro million Conductors 12.5 miles Passenger Info Displays Sun: 15 mins Following this, shifts were conducted on board between Wolverhampton and St Paul’s
TVMs at Mon-Sat: every • The phase two extension of the network Nottingham 2 lines 8.1 stops Info boards all stops (TTs, fares) 3-15 mins opened July/August 2015 and was included 50 stops million in the TPS in 2015 20 miles Conductors Passenger Info Displays on board Sun: 5-15 mins • No significant issues affecting fieldwork
TVMs at Mon-Sat: every Sheffield 3 lines • Tram collision on 22/10/15 affected one shift; 11.5 stops Info boards at stops (TTs, fares) 5-20 mins questionnaires distributed between 48 stops million Meadowhall Int. and Shalesmoor rather than 18 miles Conductors Passenger Info Displays Sun: 10-20 on board mins to the end of the line at Middlewood
*Source: Department for Transport, Passenger journeys on light rail and trams by system in England, 2014/15 5 TPS 2015 Edinburgh Trams
Summary of 2015 results Passenger experience in Edinburgh 2015: a snapshot
Overall journey satisfaction: 2015 The top factors linked to overall journey satisfaction in Edinburgh* and how they performed in 2015
97
For a satisfactory journey (very/fairly satisfied): All Networks 92 93% Punctuality
89% Length of time journey took Overall journey satisfaction: trend 100 97 98% Time taken to board 95 92 …and additional factors linked to a very satisfactory journey: 90 90
89% Space to sit/stand on board
Edinburgh Trams 82% Value for money All networks*
75 92% Helpfulness/attitude of staff 2013 2014 2015
*The 2013 survey did not include Edinburgh Trams *Combines data from 2014 and 2015 surveys to increase robustness Statistically significant increase since 2014 No change 7 Statistically significant decrease since 2014 Passenger experience in Edinburgh 2015: across the network
All Networks
Satisfaction with key measures:
Overall journey 97 92
Value for Money 82 69
Punctuality 93 86
Overall stop 96 91
Satisfaction with other measures driving overall journey satisfaction in Edinburgh:
Length of time journey took 89 87
Time taken to board 98 95
Satisfaction with other measures driving passengers to be very satisfied in Edinburgh:
Space to sit/stand on board 89 80
Helpfulness/attitude of staff 92 87
Statistically significant increase since 2014 No change 8 Statistically significant decrease since 2014 Edinburgh Trams 2015: summary of key findings (1)
• On the whole the Edinburgh Trams service has maintained the very high levels of passenger satisfaction that were seen in 2014 • Overall satisfaction for journeys on Edinburgh Trams is very high and has increased since last year (97 per cent compared to 95 per cent in 2014). This is relatively consistent across key passenger groups. Almost three quarters (74 per cent) of passengers were ‘very satisfied’ with their journey overall, up from 70 per cent in 2014 • The key factors which make journeys satisfactory on Edinburgh Trams are the punctuality of the service, the journey length and the time taken to board. 93 per cent of passengers were satisfied with punctuality, 89 per cent with journey length and 98 per cent with the time taken to board (significantly higher than in 2014) • Amongst fare paying passengers 82 per cent were satisfied with the value for money of their journey on Edinburgh Trams. When evaluating whether a journey represents value for money, amongst those who are satisfied with value for money, the cost for the distance travelled is the most important factor. Amongst passengers who are not satisfied with value for money, the cost of the tram versus other modes of transport is most important
9 Edinburgh Trams 2015: summary of key findings (2)
• Only four per cent of passengers experienced a delay. However the average length of delay was slightly longer than in 2014 – 10 minutes compared to 7 minutes • Just under a quarter (23 per cent) spontaneously suggested an improvement to Edinburgh Trams. The most mentioned improvement was better ticketing facilities – 27 per cent of those mentioning an improvement, which is significantly higher than last year • Other improvements mentioned related to faster journey times and more frequent trams • The profile of Edinburgh Trams passengers remains quite young with 40 per cent in the 16-34 age group. However this is significantly lower than last year (47 per cent aged 16- 34) • Approximately half of passengers (48 per cent) were using the tram for commuting reasons: 44 per cent for work and 3 per cent for education. 47 per cent of passengers were travelling for leisure reasons • Due to the young profile of tram passengers only 12 per cent were travelling with a free pass.
10 TPS 2015 Edinburgh Trams
Experience and opinions of the journey Experience and opinions of the journey: summary
Satisfaction with today’s journey:
Overall journey 97
Value for money 82
Punctuality 93
On-vehicle journey time 89
Statistically significant increase since 2014 No change 12 Statistically significant decrease since 2014 Experience and opinions of the journey: the detail Overall satisfaction: by gender and age
Total fairly/very satisfied Autumn Autumn 2015 2014 All passengers 74 23 2 1 97 95
Male 69 27 3 1 96 95
Female 80 19 1 99 96
Age 16 to 34 69 28 2 1 97 96
Age 35 to 59 76 21 11 98 94
Age 60+ 79 17 4 96 97
Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied
Q. Overall, taking everything into account from the start to the end of this tram journey, how satisfied were you with your tram journey today? Base: All passengers - 713 (Note: low base of 61 for the 60+ age group) Statistically significant increase since 2014 No change 13 Statistically significant decrease since 2014 Experience and opinions of the journey: the detail Overall satisfaction: by passenger type
Total fairly/very satisfied Autumn Autumn 2015 2014 All passengers 74 23 2 1 97 95
Fare-payers 74 24 11 98 95
Free pass holders 74 19 7 93 97
Commuting 69 28 2 1 97 94
Not commuting 79 19 2 98 96
Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied
Q. Overall, taking everything into account from the start to the end of this tram journey, how satisfied were you with your tram journey today? Base: All passengers - 713 (Note: low base of 50 for free pass holders) Statistically significant increase since 2014 No change 14 Statistically significant decrease since 2014 Experience and opinions of the journey: the detail Value for money (fare-payers only)
Total fairly/very satisfied Autumn Autumn 2015 2014 All passengers 50 32 12 4 1 82 83
Age 16 to 34 45 33 15 5 2 77 81
Age 35 to 59 55 31 11 2 1 86 84
Commuting 53 31 12 2 2 84 84
Not commuting 48 33 12 6 1 81 82
Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied
Q. How satisfied were you with the value for money of your journey? Base: All fare paying passengers - 645 Statistically significant increase since 2014 No change 15 Statistically significant decrease since 2014 Experience and opinions of the journey: the detail What influenced value for money rating
Those satisfied with value for money Those not satisfied with value for money
2015 28 37 21 9 5 38 31 12 6 14
2014 25 36 23 7 9 36 25 11 16 12
Cost tram versus other transport Cost for distance travelled Comfort/quality for the fare paid
Fare compared to everyday items Other reason
NOTE: Those not satisfied with value for money includes respondents answering ‘Neither satisfied nor dissatisfied’ Q. What had the biggest influence on the ‘value for money’ rating you gave in the previous question? Base: All fare paying passengers – satisfied with VFM (524), not satisfied with VFM (96) Statistically significant increase since 2014 No change 16 Statistically significant decrease since 2014 Experience and opinions of the journey: the detail Punctuality and on-vehicle journey time
Total fairly/very satisfied Autumn Autumn 2015 2014
Satisfaction with on-vehicle journey time 57 32 6 4 1 89 86
Satisfaction with punctuality 70 23 6 1 93 94
Q. How satisfied were you with each of the following…Punctuality? Base: All passengers - 682 Q. How satisfied were you with the amount of time your journey on the tram took? Base: All passengers - 710
Statistically significant increase since 2014 No change 17 Statistically significant decrease since 2014 TPS 2015 Edinburgh Trams
Waiting at the stop Waiting at the stop: summary
Satisfaction with the stop:
Satisfaction: Overall satisfaction with stop 96 waiting time 91
Distance from journey start 86 Expected wait time 6.4 mins
Convenience / accessibility 93 Actual reported wait 4.5 mins time General condition and maintenance 97
Freedom from graffiti / vandalism 98 Passengers who Freedom from litter 98 checked tram time 73%
Behaviour of other passengers 95 Info sources used Online tram times, before arriving at live tram Information provided 86 stop locator/timings
Personal safety 94 Info sources used at 61% electronic stop display
Among those that 77% knew didn’t check… service frequent
Statistically significant increase since 2014 No change 19 Statistically significant decrease since 2014 Waiting at the stop: the detail Satisfaction with the tram stop
Total fairly/very satisfied Autumn Autumn 2015 2014 Overall satisfaction - tram stop 75 21 3 1 96 97
Distance from journey start 53 33 10 3 1 86 82 Convenience/accessibility 60 33 5 2 93 84 General condition/maintenance 74 23 21 97 95 Freedom from graffiti/vandalism 81 17 11 98 97 Freedom from litter 78 20 21 98 96 Behaviour of other passengers 74 21 4 1 95 93 Information provided at the stop 55 30 10 2 2 86 87 Personal safety at stop 67 27 5 94 94
Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied
Q. Overall, how satisfied were you with the tram stop? & Q. Thinking about the tram stop itself, how satisfied were you with the following: Base: All passengers - 719 Statistically significant increase since 2014 No change 20 Statistically significant decrease since 2014 Waiting at the stop: the detail Waiting time
Total fairly/very satisfied Autumn Autumn 2015 2014
Length of time had to wait 62 29 7 11 91 92
Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied
Total about the same or a little/much less than expected
Actual versus expected waiting time 19 20 51 8 11 90 91
Much less A little less About expected A little longer Much longer Don't know
Q. How satisfied were you with each of the following? & Q. Thinking about the time you waited for the tram today, was it […] than expected? Base: All passengers - 714 Statistically significant increase since 2014 No change 21 Statistically significant decrease since 2014 Waiting at the stop: the detail Expected and reported waiting times
Expected tram waiting time Reported tram waiting time
Autumn Autumn Autumn Autumn 2015 2014 2015 2014 Under 2 mins 11 7 35 27
2-5 mins 47 47 36 43
5-10 mins 39 42 25 24
10-15 mins 3 3 2 2
Over 15 mins 0 1 1 2 Average expected waiting Average reported waiting time 6.4 minutes (2014: 7.0 time 4.5 minutes (2014: 4.7 minutes) minutes)
Q. Approximately how long did you expect to wait for the tram? & Q. Approximately, how long did you wait for your tram Base: All passengers - 715 Statistically significant increase since 2014 No change 22 Statistically significant decrease since 2014 Waiting at the stop: the detail How passengers checked tram times
26 per cent ( ) of Edinburgh passengers did not check to find out when the tram was meant to arrive (2014:18 per cent)
Before leaving for the tram stop At the tram stop Autumn Autumn Autumn Autumn 2015 2014 2015 2014 Leaflet/paper timetable 2 2 Electronic display 61 66
Online 10 11 Information posters 1 2
Online 1 1 Live tram locator/timings 7 12
Live tram locator/timings 1 2 Disruption updates 1 via social media 1 Disruption updates via social media 0 0 Other 6 4 Other 2 2
Q. Did you check any of the following to find out when the tram was meant to arrive? Base: All passengers - 734 Statistically significant increase since 2014 No change 23 Statistically significant decrease since 2014 Waiting at the stop: the detail Why passengers did not check tram times
Autumn Autumn 2015 2014
Knew the trams ran frequently on this route 77 66
Already knew arrival times 6 5
Could not find the information 0 2
Didn't have time 8 12
Did not know when tram was meant to arrive 6 4
Q. If you did not check to find out when the tram was meant to arrive, why was this? Base: All not checking tram arrival information - 181 Statistically significant increase since 2014 No change 24 Statistically significant decrease since 2014 TPS 2015 Edinburgh Trams
The tram The tram: summary
Start of journey On board The driver
Route info on tram 90 Interior cleanliness 97 Appearance 95
Exterior cleanliness 97 Info on board 91 Greeting 89
Ease getting on 98 Seat/standing space 89 Helpfulness/attitude 92
Time taken to board 98 Seat comfort 94 Safety of driving 97
Personal space 87 Smoothness journey 95
Provision grabrails 92
Temperature 86
Personal security 96
Statistically significant increase since 2014 No change 26 Statistically significant decrease since 2014 The tram: the detail Satisfaction with start of journey
Total fairly/very satisfied Autumn Autumn 2015 2014 Route/destination information on tram 60 30 9 90 87
Exterior cleanliness 73 24 2 97 94
Ease of getting on/off tram 78 20 2 98 95
Time taken to board 78 20 2 98 95
Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied
Q. Thinking about when the tram arrived, please indicate how satisfied you were with the following: Base: All passengers - 680 Statistically significant increase since 2014 No change 27 Statistically significant decrease since 2014 The tram: the detail Satisfaction on the tram
Total fairly/very satisfied Autumn Autumn 2015 2014 Interior cleanliness/condition 76 21 2 97 97
Information provided inside the tram 61 30 8 1 91 87
Availability of seating or space to stand 62 27 7 3 2 89 84
Comfort of the seats 62 32 5 1 94 89
Amount of personal space 56 31 8 3 1 87 82
Provision of grab rails 57 34 6 2 92 88
Temperature inside the tram 53 33 9 3 2 86 82
Personal security 69 27 3 96 92
Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied
Q. Thinking about whilst you were on the tram, please indicate how satisfied you were with the following: Base: All passengers - 716 Statistically significant increase since 2014 No change 28 Statistically significant decrease since 2014 The tram: the detail Satisfaction with tram staff
Total fairly/very satisfied Autumn Autumn 2015 2014
Appearance 67 28 4 1 95 94
Greeting/welcome 61 29 9 11 89 87
Helpfulness/attitude 66 26 7 11 92 89
Safety of the driving 72 25 3 97 94
Smoothness/freedom from jolting 64 31 4 95 90
Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied
TPS: Q. Thinking about any tram staff you encountered on your journey, please indicate how satisfied you were with each of the following: Base: All passengers - 703
Statistically significant increase since 2014 No change 29 Statistically significant decrease since 2014 TPS 2015 Edinburgh Trams
Negative experiences during the journey Negative experiences during the journey: summary
Passengers experiencing 4 a delay to their journey
Average length of delay 10 mins* (perceived) *Caution: small base (25)
Most common cause of Road congestion/ delay traffic jam* *Caution: small base (27)
Passengers with worry or concern about others’ 1 behaviour on board
Statistically significant increase since 2014 No change 31 Statistically significant decrease since 2014 Negative experiences during the journey: the detail Experience of delays
4 per cent ( ) of Edinburgh passengers experienced a delay (2014: 3 per cent). Average length of delay was 10 minutes ( )
Autumn Autumn 2015 2014 Signal/points failure 0 0 Tram waiting too long at signals 2 9 Had to use bus replacement 0 0 Tram waiting too long at stops 15 15 Congestion/traffic jam 51 48 Tram failure 0 0 Poor weather 0 0 Time it took passengers to board 4 4 Planned engineering works 0 0 Other 11 3 No reason given for delay 14 3 Not sure 12 30
TPS: Q. Why was your journey delayed? Base: All experiencing a delay – 27 (Caution small base) Statistically significant increase since 2014 No change 32 Statistically significant decrease since 2014 Negative experiences during the journey: the detail Worry or concern at other passengers’ behaviour
% worried/concerned of other passengers’ behaviour Autumn Autumn 2015 2014 All passengers 1 2
Male 1 2 Female 0 1
Age 16 to 34 2 2 Age 35 to 59 0 1 Age 60+ 0 2 Types of worrying/concerning behaviour (%) Autumn Autumn 2015 2014 Rowdy behaviour Loud use of mobile phones Passengers under influence of alcohol Sample Passengers playing loud music size of Passengers not paying their fares concerned passengers Feet on seats too small to Abusive or threatening behaviour report upon Passengers not moving out of priority seats Passengers under influence of drugs Graffiti/vandalism report small too to Base Smoking
Q. Did other passengers’ behaviour give you cause to worry or make you feel uncomfortable during your journey? Base: All passengers - 720 Q. Which of the following were the reasons for [other passengers behaviour causing you concern]? Base: All experiencing worrying/concerning behaviour – 4 (Caution small base) Statistically significant increase since 2014 No change 33 Statistically significant decrease since 2014 TPS 2015 Edinburgh Trams
Passengers’ suggested improvements Passengers’ suggested improvements: summary
77% of Edinburgh Trams passengers in 2015 had no suggestions for improvements
…of the 23% that did, the most common service areas for improvement were:
Seating & capacity 13
Tram stops 7
Punctuality / reliability 26
Tram interior 9
Ticketing issues 27
Price 6
Other 21
Q. If something could have been improved on your tram journey today, what would it have been? Base: All suggesting an improvement - 200 Note: word cloud based on responses to the online survey only Statistically significant increase since 2014 No change 35 Statistically significant decrease since 2014 Passengers’ suggested improvements: the detail Suggested improvements spontaneously mentioned by tram passengers
77 per cent ( ) of passengers could think of no improvement suggestions to make (2014: 73 per cent) Of the 23 per cent ( ) who did, their suggestions are shown below (2014: 27 per cent) Autumn Autumn 2015 2014 Better/more comfortable seats 4 6 More seating 4 3 Other space issues 7 6
Quicker/faster journey time 17 25 More frequent trams 7 5 More punctual/fewer delays 2 0 Other punctuality/reliability issues 0 3
Improved temperature 6 9 Other interior issues 2 11
Better ticket facilities 27 17 Cheaper ticket prices 6 3 Other ticket issues 1 2
Better route / No changes /More direct 4 N/A* Better presented/friendlier staff 4 7 Better information at tram stop 3 N/A*
Other uncategorised issues 17 19
*New code in 2015 Q. If something could have been improved on your tram journey today, what would it have been? Base: All suggesting an improvement - 200 Statistically significant increase since 2014 No change 36 Statistically significant decrease since 2014 Passengers’ suggested improvements: the detail Selected verbatim comments
I think the speed of the tram Later tram services at Two things: clear (and reliable) indication of needs a slight increase. I feel weekends, i.e. after 11.30pm when a tram will actually depart from York Place; journeys can be slow at times as trains don’t run after then ability to validate my Ridacard on board the tram
I would have caught an earlier tram if I If journey times could have purchased my ticket on board were slightly faster I’d really value a train, tram and bus combination ticket. I use train sometimes to commute to Edinburgh Park as it is faster and in the evenings less crammed More ticket machines. It’s ok when it’s not peak times but they can get pretty congested Contactless payment (e.g. Apple Pay) The app didn’t show the time of the next tram, nor did the info board at the tram stop. There More extensive route, linking was no ticket check on the tram more parts of the city I don’t understand why I have to check my Ridacard twice: out of the tram and inside Staff jump at you to check tickets, on some occasions they are rude The ticket machine often rejects the coins I use which can mean I am late for work More ticket machines, The seats on the trams always seem because I need to get different change that give change back! very cramped compared to the buses, so better seats would be nice
There are not enough seats on The tram could go faster. The speed seems the tram and not enough More seats, more frequent very slow in comparison to other tram journeys space. I am 5’ 7” and struggle trams in rush hour. Tram is very I have made in other European cities to sit in some of the seats cramped especially when travelling home
37 TPS 2015 Edinburgh Trams
Opinion of trams in the local area Opinion of trams in the local area: summary
General opinion of services in area:
Ease of buying tickets 85
Punctuality 94
Frequency 91
Range of tickets available 78
Ease of getting to local amenities 80
Connections with other modes 90
Ease of getting to Edinburgh Airport 96 *
*Airport question added in 2015
Statistically significant increase since 2014 No change 39 Statistically significant decrease since 2014 Opinion of trams in the local area: the detail Satisfaction with trams generally
Total fairly/very satisfied Autumn Autumn 2015 2014
Ease of buying ticket 56 29 7 5 3 85 87
Punctuality (running on time) 64 30 4 11 94 94
Frequency (how often they run) 59 32 5 3 1 91 92
Range of tickets available 49 28 15 5 2 78 80
Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied
Total good/very good
Ease of getting to 80 75 local amenities 47 33 12 5 3
Connections with other modes of transport 53 38 7 21 90 87
Ease of getting to Edinburgh Airport 73 23 3 1 96 N/A*
Very good Good Neither/nor Fairly poor Very poor
*Not asked in 2014 Q. And how satisfied are you overall with tram services for the following: & Q: How would you rate your local tram services for the following: Base: All passengers - 670 Statistically significant increase since 2014 No change 40 Statistically significant decrease since 2014 TPS 2015 Edinburgh Trams
Appendix 1: the passenger and journey context Edinburgh passengers: summary
Overview of passenger demographics Age Disability Access to private transport Autumn Autumn Autumn 4 2014 9 8 2014 6 2014 16 16-34 47 10 Easy 44 40 Yes 7 35-59 35 49 Moderate 44 No 89 60+ 18 36 Limited / 9 41 Not Not N/A* 84 4 none stated stated Not stated 2 *The weighting process for 2015 was adapted to include passengers choosing not to provide their age and gender, in line with BPS. This allows their answers to not be wasted Passengers’ postcodes relative to tram network
Statistically significant increase since 2014 No change 42 Statistically significant decrease since 2014 Passenger and journey context: the detail Passenger profile
Tram
Autumn Autumn 2015 2014 Age
16-34 40 47
35-59 41 35
Over 60 16 18
Not stated* 4 N/A
Access to private transport
Easy 49 44
Moderate 36 44
Limited/none 10 9
Not stated 6 2
Has a disability
Yes 8 7
Ticket type *The weighting process for 2015 was adapted to include Free pass holders 12 11 passengers choosing not to provide their age and gender, Fare-payers 88 89 in line with BPS. This allows Base: All passengers - 734 (Tram) their answers to not be wasted Statistically significant increase since 2014 No change 43 Statistically significant decrease since 2014 Passenger and journey context: the detail Where Edinburgh Trams passengers live
Autumn Autumn 2015 2014
EH6,7,8 19 19 EH12 14 9 Other EH 11 6 EH11,13,14 8 8 EH1,2,3 7 7 EH15,16,17 4 2 EH28,29,30 4 3 Any FK 4 2 EH4,5 3 4 EH52,53,54 3 2 EH9 - EH10 2 3 Any KY 1 2 Any ML 1 1 Any TD 1 0 Any other 18 29
Q: What is your postcode? Base: All giving a postcode – 560 Statistically significant increase since 2014 No change 44 Statistically significant decrease since 2014 Edinburgh Trams journeys: summary (1)
Passenger journey details
Journey purpose Frequency using trams in area
Commuting 48 5+ days 30 week Less often 16
3-4 days Business 6 week 15 First time 13
1-2 days a Leisure 47 week 11
Once a fortnight 8
Once a 7 month
45 Edinburgh Trams journeys: summary (2)
Tickets used for today’s journey Ticket type Single / return 42 Free / fare payers Season 44
Fare payer 88 Other 2
Mode permitted
Free pass 12 Tram only 43
Multi-mode 57
Purchased ticket via… Ticket format
Machine at stop 55 Paper 55
Travel shop 22 Photo card 13
Rail / bus 6 Plastic card 28 company
Tram operator 7 M-ticket 5
46 Edinburgh Trams journeys: summary (3)
Most used tram stops: journey start Mode used to arrive at starting stop (all stops)
York Place 22 On foot 63 Edinburgh Airprot 22 Ingliston Park & Ride 11 Car 17 Princes Street 9 St Andrew Square 8 Bus 16 Gyle Centre 5 Haymarket 5 Train 3 Saughton 4 Other 3
Most used tram stops: journey destination Mode used to travel on from destination stop (all stops)
Princes Street 14 On foot 73 Haymarket 12 York Place 12 Car 8 Edinburgh Airport 9 St Andrew Square 8 Bus 13 Gyle Centre 7 Train 5 West End – Princes Street 7 Edinburgh Park Central 5 Other 1
47 Edinburgh Trams journeys: summary (4)
Journey direction
Outward 53
Weather on day of journey Return 35
Dry 63 One way only 12
Light rain 31
Heavy rain 3 Sitting / standing
Other 3 Had a seat 97
Stood, would 1 have liked seat
Stood, happy 2 to stand
48 Passenger and journey context: the detail Journey purpose
Autumn Autumn 2015 2014
Travelling to/from work 44 37 Leisure trip 15 21 Shopping trip 7 9 Travelling to/from education 3 8 Visit friends or relatives 12 6 On personal business 5 7 On company business 6 6 Health visit 0 0 Other 8 5
Sub-total: Commuter 48 45
Sub-total: Business 6 6
Sub-total: Leisure 47 49
Q. What is the main purpose of your tram journey today? Base: All passengers - 725 Statistically significant increase since 2014 No change 49 Statistically significant decrease since 2014 Passenger and journey context: the detail Frequency of using Edinburgh Trams
Autumn Autumn 2015 2014 5 or more days a week 30 24
3 or 4 days a week 15 13
Once or twice a week 11 12
Once a fortnight 8 7
Once a month 7 8
Less frequently 16 12
This is the first time 13 24
Q. How often do you typically travel by tram? Base: All passengers - 706 Statistically significant increase since 2014 No change 50 Statistically significant decrease since 2014 Passenger and journey context: the detail Ticket type and modes of transport permitted
Autumn Autumn 2015 2014 Sub-total: Single/return 42 43 Single 30 32 Return 12 11 Sub-total: Season ticket/pass 44 45 Day pass 15 13 3 day/weekend 0 0 5 days/1 week 1 0 10 days/2 weeks 0 0 4 weeks/1 month 19 25 Quarterly/3 months 1 1 1 year 7 5 Free pass/journey 12 11 Other ticket type 2 2
3 Tram only 44
Train and tram 0 43 52 Bus and tram 54
Train, bus and 2 2 tram
Q. What type of ticket/pass did you use for this tram journey today? Base: All passengers - 721 Q. What modes of transport does your ticket allow you to travel on? Base: All passengers - 712 Statistically significant increase since 2014 No change 51 Statistically significant decrease since 2014 Passenger and journey context: the detail Method of buying ticket and ticket format
Autumn Autumn 2015 2014 Ticket machine at stop 55 57 Conductor that day N/A* N/A* Travel shop 22 21 Direct from the tram company 7 4 Rail/bus company 6 8 Local shop or post office 5 4 Direct debit through work/college 1 1 Other 5 4
Paper ticket/pass 53 5 Photocard pass 11 28 Plastic card 33 55
Ticket on mobile 3 13 Other format 0
*Not asked for Edinburgh Trams Q. How did you buy that ticket or pass? Q. In what format was your ticket? Base: All fare paying passengers - 659 Base: All passengers - 715 Statistically significant increase since 2014 No change 52 Statistically significant decrease since 2014 Passenger and journey context: the detail Edinburgh Trams stops used by passengers surveyed
53 per cent of passengers were on an outward journey, 35 per cent on a return and 12 per cent on a one-way trip (2014: 55 per cent, 32 per cent and 12 per cent respectively)
95 per cent had a seat for their whole journey, while 2 per cent said they had to stand but would have liked to have a seat (2014: 94 per cent and 1 per cent)
Boarding Autumn Autumn Alighting Autumn Autumn 2015 2014 2015 2014 York Place 22 22 Princes Street 14 14
Edinburgh Airprot 22 21 Haymarket 12 10
Ingliston Park & Ride 11 8 York Place 12 9
Princes Street 9 8 Edinburgh Airport 9 9
St Andrew Square 8 11 St Andrew Square 8 10
Gyle Centre 5 6 Gyle Centre 7 12
Haymarket 5 3 West End – Princes Street 7 7
Saughton 4 4 Edinburgh Park Central 5 6
Any changes in tram stops used reflects the sample of passengers in this survey rather than actual usage of stops Q: Were you on your outward or return journey? Q. Did you get a seat on the tram? Q: At which stop did you board/leave this tram? Base: All passengers - 734 Statistically significant increase since 2014 No change 53 Statistically significant decrease since 2014 Passenger and journey context: the detail How got to and from the tram stop
Autumn Autumn 2015 2014
On foot 63 60 73 71
Cycled 1 0 1 0
Car - dropped off/picked up 3 6 2 2
Car - park and ride 12 7 5 4
Car - parked elsewhere 2 3 2 3
Bus/coach 16 16 13 14
Train 3 2 5 4
Tram 0 0 4 3
Other 3 6 1 1
Got to tram stop Left tram stop
Q: How did you get to/from the tram stop where you boarded/left the tram today? Base: All passengers - 723 Statistically significant increase since 2014 No change 54 Statistically significant decrease since 2014 Passenger and journey context: the detail Weather conditions when journey made
Autumn Autumn 2015 2014 Dry 63 80
Light rain 31 16
Heavy rain 3 1
Snow 0 0
Foggy 3 2
Icy 0 0
Q. What was the weather like when you made your journey? Base: All passengers - 724 Statistically significant increase since 2014 No change 55 Statistically significant decrease since 2014 Passenger and journey context: the detail Reasons for choosing the tram
Autumn Autumn 2015 2014 Best way to get where I am going 28 26 More convenient than the car (e.g. parking) 16 11 Quicker than other transport 21 22 Didn’t have the option of travelling by other means 7 5 Cheaper than the car 4 2 Tram more comfortable than other transport 11 12 Cheaper than other transport 6 7 For the experience of riding the tram 4 12 Other 3 5
Q. What was the main reason you chose to take the tram for this journey? Base: All passengers - 726 Statistically significant increase since 2014 No change 56 Statistically significant decrease since 2014 Passenger and journey context: the detail Factors preventing more journeys being made
Autumn Autumn 2015 2014 Places reachable 61 68 Frequency of trams 12 10 Reliability of trams 5 8 Cost of using trams 9 8 Understanding the fares 2 1 Understanding ticket machines 4 4 Journey times 14 14 Comfort of trams 5 3 Level of crowding 17 13 Concern for personal safety 0 1 Tram network improvement works 2 6
Q. Have any of the following frequently stopped you making journeys by tram? (More than one answer permissible) Base: All previously using the tram - 430 Statistically significant increase since 2014 No change 57 Statistically significant decrease since 2014 Passenger and journey context: the detail Use of technology
Autumn Autumn 2015 2014
Own and use many apps 49 9 6 Smartphone/ Own and use a few apps 29 tablet 54 ownership 32 Own but do not use apps 8
Do not own 14
Online information sources used Consulted for journey today Consulted in past month
Edinburgh Trams 5 on Facebook 5
Edinburgh Trams 3 on Twitter 9 Transport for 34 Edinburgh app 43
Edinburgh Trams 33 website 40
Q. Which of the following best describes you? Base: all passengers - 706 Q. Which of the following sources of information did you consult when preparing for your journey today? Base: all passengers giving an answer - 284 Q. And which have you consulted in the past month? Base: all passengers giving an answer - 330 Statistically significant increase since 2014 No change 58 Statistically significant decrease since 2014 TPS 2015 Edinburgh Trams
Appendix 2: Further detail on survey background and method Methodology – fieldwork
Edinburgh Trams (TPS) Fieldwork: 17 September to 26 November 2015 (with a gap for half term from 24 October to 1 November) Interviewer shifts: covered all days of the week and ran from 6am to 10pm. Each interviewer worked a three-hour shift; four hour shifts were conducted in a few cases. Method: Choice of paper or online self-completion questionnaire Sample size: 734 interviews (607 paper and 127 online) In 2014 fieldwork took place between 10 September and 27 November
60 Methodology – data analysis
Base definitions: All charts are based on those who gave an answer to an individual question. Those who either left the question blank or said ‘don’t know’ have been excluded from the base. For this reason the base sizes for those charts based on ‘all passengers’ vary slightly between the different charts in this report.
Weighting: this was based on passenger count information collected by the interviewer during each interviewer shift. The weighting matrix used the following weighting cells: • Tram network • Age: 16-25, 26-59, 60+ • Gender: male, female • Time/day travelled: weekday peak, weekday off peak and weekend
The full details of the weighting matrix can be found in the TPS Autumn 2015 technical report.
Waiver Transport Focus has taken care to ensure that the information contained in TPS is correct. However, no warranty, express or implied, is given as to its accuracy and Transport Focus does not accept any liability for error or omission.
Transport Focus is not responsible for how the information is used, how it is interpreted or what reliance is placed on it. Transport Focus does not guarantee that the information contained in TPS is fit for any particular purpose.
61 The Edinburgh Trams route map
62 TPS 2015 Edinburgh Trams
Appendix 3: Questionnaire 64 65 66 67 Tram Passenger Survey (TPS) Edinburgh Trams
Autumn 2015 results
Robert Pain Tel: 0300 123 0835 Email: [email protected]
Insight Team, Transport Focus, Fleetbank House, 2-6 Salisbury Square, London, EC4Y 8JX
April 2016