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Tram Passenger Survey Autumn 2018

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Tram Passenger Survey Autumn 2018 Tram Passenger Survey Key findings Autumn 2018 Foreword Insight from the Tram Passenger Survey continues to be used to make a real and positive difference to the service that passengers experience. ow in its sixth year, the Tram Passenger The Tram Passenger Survey provides a NSurvey has covered passengers’ views of their constant, robust measurement of passenger journey in four network areas in England, outside satisfaction with tram services. It also informs our of London. This covered operations in Blackpool, understanding of barriers to greater use of tram, Sheffield, Manchester and Birmingham. how to encourage greater use and how to improve In autumn 2018 Transport Focus spoke to passenger experience. almost 5000 passengers about the tram journey The team at Transport Focus has presented they had just made. It is good to report that overall the findings from the latest survey to the tram passenger satisfaction stood at 91 per cent across operators, transport authorities and other the surveyed areas and with high levels of very key stakeholders. Transport Focus works satisfied passengers in Blackpool and Sheffield. collaboratively with these decision makers to The all-important rating of value for money identify areas of passenger concern and general remains at 68 per cent satisfaction across the improvements and develop action plans to four areas. It is pleasing to note however that resolve them. passengers using all of the networks individually Transport Focus is grateful for the co-operation reported a slight increase in satisfaction with value of the four networks covered by this survey and for money from the last trip they took. for contributing to the funding. This has enabled Also, across the four networks, tram Transport Focus to provide a rich source of passengers reported a significant increase in passenger views to identify and secure better satisfaction with the smoothness of their journey. services in the future. Manchester Metrolink passengers reported a significant increase in this area of passenger Jeff Halliwell comfort. Chair, Transport Focus 3 Tram Passenger Survey Key findings Headlines Overall satisfaction with the journey • Across all four tram networks overall journey • Satisfaction with some onboard measures has satisfaction has remained consistent since 2017, at 91 significantly increased since 2017, such as information per cent. The number of passengers saying they were provided on board and factors relating to the staff. ‘very satisfied’ with their journey increased slightly from 56 per cent in 2017 to 58 per cent • Satisfaction is high across all networks. There have been no significant increases or decreases to overall journey satisfaction on any of the networks • Other key performance measures for all networks such as punctuality and journey time remain high, at 89 per cent and 88 per cent respectively Passenger experience: a snapshot Overall journey satisfaction: trend Overall journey satisfaction: 2018 over time All 91 W All networks* networks* Blackpool Transport Manchester Metrolink Sheffield Supertram 97 W West Midlands Metro 100 89 W 90 Sheffield 97 W 80 87 W 70 2013 2014 2015 2016 2017 2018 Q Statistically significant increase since 2017 W No change E Statistically significant decrease since 2017 *All networks includes different networks each year. 2018 excludes Nottingham Express Transit. 2013, 2017 and 2018 exclude Edinburgh Trams. 4 What makes a satisfactory or great journey? • A key factor which makes tram journeys both The top factors linked to satisfactory and great is the onboard environment overall journey satisfaction* and comfort of the tram. Attributes relating to this have remained relatively consistent compared to What makes a satisfactory journey? 2017, however satisfaction with the smoothness of the journey increased significantly to 82 per cent. Value for money 21% Smoothness/ Cleanliness and The amount of personal space on board is the speed of tram condition lowest rated on-board aspect, with 71 per cent of of the tram 12% passengers satisfied 7% • The next most important factor is value for money. This is more important to making journeys ‘satisfactory’ than ‘great’. On tram environment Timeliness Personal and comfort 17% 7% safety throughout the journey 7% The top factors linked to overall journey Boarding the train 13% Information throughout journey 5% satisfaction and how they performed in 2018 Access to the Tram stop tram stop 6% condition What makes a satisfactory or great journey? 4% On tram environment and comfort 73% W Availability of seating What makes a great journey? or space to stand On tram environment Value for money 11% 74% W Comfort of the seats and comfort 23% 71% W Amount of personal space % Cleanliness and condition 82 W Temperature of the tram 10% 82% Q Smoothness of journey on the tram Timeliness Smoothness/speed of Tram stop condition 10% tram 14% 89% W Punctuality Access to Timeliness the tram 9% 89% W Length of time waiting Personal safety stop 7% for the tram throughout the journey 13% Boarding the tram 2% Q Statistically significant increase since 2017 W No change *See page 13 for an explanation of how these themes were calculated E Statistically significant decrease since 2017 5 Tram Passenger Survey Key findings Other findings • Amongst fare-paying passengers 68 per cent were • 6 per cent of passengers experienced a delay to satisfied with the value for money of their journey, the their journey in 2018 (2017: 8 per cent), and when same as 2017 (68 per cent) delayed the average length of delays was 9 minutes • When evaluating whether their journey represented value (2017: 12 minutes) for money; passengers’ main criteria were the cost of the • 11 per cent of passengers were troubled by the behaviour tram versus other modes of transport (which has increased of other passengers. When there was cause for concern significantly since 2017 amongst those satisfied with value this related mostly to rowdy behaviour for money) and the cost for the distance travelled • 45 per cent of passengers were using the tram to • When thinking more generally about trams in the local commute, with 40 per cent commuting to work and 5 per area (rather than a specific journey) passengers are largely cent to education satisfied with a range of factors including ease of getting • The profile of tram passengers remains quite young, with to local amenities (90 per cent), connections with other 32 per cent aged 16-34. Blackpool has the oldest profile modes of transport (89 per cent), ease of buying tickets with over half (51 per cent) aged 60 or over. (87 per cent), frequency (83 per cent) and reliability (82 per cent) • Whilst overall journey satisfaction was high, 40 per cent of passengers did spontaneously suggest an improvement to their journey. These varied by network but mostly concerned seating and capacity, the design, comfort and condition, and frequency and routes of the trams Passenger experience in 2018 across the networks (%) All Sheffield networks* Satisfaction with key measures: Overall journey 91 W 97 W 89 W 97 W 87 W Value for money 68 W 91 W 60 W 77 W 71 W Punctuality 89 W 93 W 89 W 87 Q 87 E Overall stop 91 W 94 Q 90 W 94 Q 92 W Satisfaction with other measures which make a satisfactory or great journey:** Length of time waiting 88 W 95 W 86 W 89 W 88 E for the tram Space to sit / W W E Q W stand on board 73 85 68 89 69 Comfort of the seats 74 W 92 Q 71 W 87 W 55 W Amount of personal 71 W 86 W 67 E 85 Q 64 W space on board Smoothness of tram 82 Q 94 W 81 Q 89 W 73 W journey Temperature on board 82 W 92 W 80 W 88 W 74 W *All networks includes different networks each year. **Drivers of satisfaction differ by network. The most common drivers across TPS are shown here Q Statistically significant increase since 2017 W No change E Statistically significant decrease since 2017 6 Overall satisfaction (%) Total fairly/very satisfied Autumn Autumn Autumn Autumn Autumn Autumn 2018 2017 2016 2015 2014 2013 All 58 33 5 11 W networks 91 91 93 92 90 90 Blackpool 82 15 2 11 97 W 97 95 96 95 97 Metrolink 51 38 6 11 89 W 89 90 89 85 83 Supertram 69 28 3 1 97 W 95 91 97 92 94 West Midlands 56 32 7 5 1 Metro 87 W 90 92 81 90 92 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 – 4834 (All networks), 514 (Blackpool), 2969 (Metrolink), 807 (Supertram), 544 (West Midlands Metro) Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied Q Statistically significant increase since 2017 W No change E Statistically significant decrease since 2017 Value for money – fare-payers only (%) Total fairly/very satisfied Autumn Autumn Autumn Autumn Autumn Autumn 2018 2017 2016 2015 2014 2013 All 32 36 14 13 5 W networks 68 68 69 69 61 60 Blackpool 67 24 5 3 1 91 W 88 86 87 86 85 Metrolink 21 39 17 17 6 60 W 59 62 58 48 47 Supertram 38 38 12 8 3 77 W 74 71 83 69 70 West Midlands 39 32 14 9 6 Metro 71 W 68 68 62 62 67 Q How satisfied were you with the value for money of your journey? Base: all passengers – 3092 (All networks), 412 (Blackpool), 1821 (Metrolink), 487 (Supertram), 372 (West Midlands Metro) Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied Q Statistically significantincrease since 2017 W No change E Statistically significant decrease since 2017 7 Tram Passenger Survey Key findings Satisfaction with waiting time (%) Total fairly/very satisfied Autumn Autumn Autumn Autumn Autumn Autumn 2018 2017 2016 2015 2014
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