Tram Passenger Survey (TPS) – All Networks

Tram Passenger Survey (TPS) – All networks

Autumn 2018 results Transport Focus, Fleetbank House, 2-6 Salisbury Square, London, EC4Y 8JX April 2019 [email protected] Contents

Overview • Context to the survey 3 • Summary of 2018 findings 6

The findings • Experience and opinions of the journey 15 • Waiting at the stop 34 • The tram 45 • Negative experiences during the journey 62 • Passengers’ suggested improvements 70 • Opinion of trams in local area 75

Further information • Appendix 1: Passenger and journey context 80 • Appendix 2: Further detail on survey background and method 104 • Appendix 3: Questionnaire 109

2 Tram Passenger Survey (TPS) – All networks

Context to the survey

3 Background to the 2018 survey

• 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 • Comparisons can also be made with passenger experiences on buses and trains, as measured by the Bus Passenger Survey (BPS) and National Rail Passenger Survey (NRPS) • The 2018 TPS covered tram services in Manchester, Birmingham, Blackpool, and Sheffield. Edinburgh Trams was covered in 2014-2016, whilst Nottingham was included in 2013-2017.

The survey method

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 7 September and 8 December 2018

4,864 surveys were completed across the four networks

For further details of the survey method, see Appendix

4 The networks in context

The Passenger Ticket Information at stops Frequency Engineering disruptions/other notes Network Journeys Purchasing TVMs at Mon-Sat: every 1 line Info boards at stops • Blackpool illuminations 30 Aug to 3 Nov 2018 5.2* stops 15-30 mins • Heritage trams operate bank holidays, weekends 38 stops (TTs, fares) million Conductors Sun: 15-30 and summer; not covered in this research 11 miles Passenger Info Displays onboard mins • No significant issues affected fieldwork • Airport line opened late 2014, covered in 2015 • Exchange Square and link with Victoria opened TVMs at Info boards all stops Mon-Sat: every in December 2015 7 lines (TTs, fares) • Increasing use of double carriage trams 42.8** stops 6-12 mins Manchester 93 stops • Second City Crossing opened in February 2017 million Conductors Passenger Info Displays Sun: 12-15 57 miles (Not all stops on Bury and enabling quicker journeys across the city onboard mins th Altrincham lines) • A tram collision on the 10 November 2017 affected two shifts which were rescheduled due to no trams running • New Train Tram extension to the Network TVMs at Mon-Sat: every opened late-Oct 2018 including two new stops. Sheffield 4 lines Info boards at stops Some shifts were held back so they could be 12.3* stops 5-20 mins 50 stops (TTs, fares) completed on the new line in November 2018 million Conductors Sun: 10-20 22 miles Passenger Info Displays • Additional consultation (not part of this research) onboard mins was held on the network which coincided with this fieldwork period (Sep – Oct 2018) • Network extension to Grand Central (New Street TVMs at Station) opened on 30 May 2016 and was 1 line Info boards at some Mon-Sat: every included in the TPS 2016 5.7* stops 26 stops stops (TTs, fares) 6-15 mins • Network improvement works meant that two tram million Conductors 13 miles Passenger Info Displays Sun: 15 mins stops at the Wolverhampton end of the route onboard were closed for the duration of fieldwork in 2017 (Wolverhampton St George’s and The Royal)

*Source: Department for Transport, Passenger journeys on light rail and trams by system in England, 2017/18 5 **Source: Direct from operator Tram Passenger Survey (TPS) – All networks

Key findings

6 7 Passenger experience: a snapshot

Overall journey satisfaction: Overall journey satisfaction: 2018 trend over time

All networks* Blackpool

Metrolink Sheffield

West Midlands 100 All Networks* 91

90 97

Manchester 89 80

Sheffield 97 70 87

60 2013 2014 2015 2016 2017 2018

*All networks includes different networks each year. 2018 excludes Nottingham Express Transit. 2013, 2017 and 2018 exclude Edinburgh Trams. Statistically significant increase since 2017 No change Statistically significant decrease since 2017 8 Passenger experience: a snapshot

Overall journey satisfaction: The top factors linked to overall journey satisfaction and how they performed in 2018 trend over time What makes a satisfactory or great journey? All networks* Blackpool On-tram environment and comfort

Metrolink Sheffield 73% Availability of seating or space to stand

West Midlands 74% Comfort of the seats 100

71% Amount of personal space

90 82% Temperature

82% Smoothness of journey on the tram 80

Timeliness

70 89% Punctuality

89% 60 Length of time waiting for the tram 2013 2014 2015 2016 2017 2018

What makes a satisfactory journey? What makes a great journey?

Value for money 21% Smoothness/ Cleanliness On tram environment and Value for money 11% speed of tram and comfort 23% 12% condition of the tram 7%

Cleanliness and condition of the tram 10%

On tram environment and Timeliness Personal comfort 17% 7% safety Smoothness/ speed of tram Tram stop condition 10% throughout2% journey 7% 14%

Access to Timeliness 9% the tram Boarding the tram 13% 5% Personal safety throughout stop 7% 2% 2% 1% journey 13% Access to the Tram stop tram stop 6% condition 4% 2%

Information throughout journey Boarding the tram

*Key Driver Analysis looks at fare-paying passengers’ overall journey satisfaction response and their response to the 25 individual satisfaction measures in the survey (including value for money), which have been grouped into 10 themes based upon a statistical analysis of the responses. The left hand chart shows which themes most differentiate between those not satisfied and satisfied overall – making a journey ‘satisfactory’. The right hand chart shows which themes most differentiate between those fairly and very satisfied overall – making a ‘great’ journey. The analysis combines data from 2018 and 2017 surveys to increase robustness. It also excludes satisfaction measures relating to tram staff; due to differences in staff availability across the networks not all TPS questionnaires feature questions about tram staff. In order to run the analysis in a consistent and practical manner all staff measures have been excluded. See appendix 2 for a full explanation of the analysis to identify factors linked to overall journey satisfaction.

10 Passenger experience in 2018: across the networks

All Networks* Sheffield Satisfaction with key measures: Manchester

Overall journey 91 97 89 97 87 Value for Money 68 91 60 77 71 Punctuality 89 93 89 87 87 Overall stop 91 94 90 94 92

Satisfaction with other measures which make a satisfactory or great journey: Length of time 95 86 89 88 waiting for the tram 88 Space to sit/ stand on board 73 85 68 89 69 Comfort of the seats 74 92 71 87 55 Amount of personal space on board 71 86 67 85 64 Smoothness of tram journey 82 94 81 89 73 Temperature on board 82 92 80 88 74

*Drivers of satisfaction differ by network. The most common drivers across TPS are shown here Statistically significant increase since 2017 No change Statistically significant decrease since 2017 *All networks includes different networks each year. 11 12 Summary of key findings (1)

• Across all four tram networks overall journey satisfaction has remained consistent since 2017, at 91 per cent. The number of passengers saying they were ‘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

• A key factor which makes tram journeys both satisfactory and great is the on board environment and comfort of the tram. Attributes relating to this have remained relatively consistent compared to 2017. The amount of personal space on board is the lowest rated on board aspect, with 71 per cent of passengers satisfied

• The next most important factor is value for money. This is more important to making journeys ‘satisfactory’ than ‘great’

• Amongst fare-paying passengers 68 per cent were satisfied with the value for money of their journey, the same as 2017 (68 per cent)

• When evaluating whether their journey represented value for money, passengers’ main criteria were the cost of the tram versus other modes of transport (which has increased significantly since 2017 amongst those satisfied with value for money) and the cost for the distance travelled

13 Summary of key findings (2)

• When thinking more generally about trams in the local area (rather than a specific journey) passengers are largely satisfied with a range of factors including ease of getting to local amenities (90 per cent), connections with other modes of transport (89 per cent), ease of buying tickets (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

• 6 per cent of passengers experienced a delay to their journey in 2018 (2017: 8 per cent), and when delayed the average length of delays was 9 minutes (2017: 12 minutes)

• 11 per cent of passengers were troubled by the behaviour of other passengers. When there was cause for concern this related mostly to rowdy behaviour

• 45 per cent of passengers were using the tram to commute, with 40 per cent commuting to work and 5 per cent to education

• The profile of tram passengers remains quite young, with 32 per cent aged 16-34. Blackpool has the oldest profile with over half (51 per cent) aged 60 or over.

14 Tram Passenger Survey (TPS) – All networks

Experience and opinions of the journey

15 Experience and opinions of the journey: summary

All Satisfaction with today’s journey: Networks

93 92 91 91 Overall journey 90 90

69 69 68 68 Value for money 60 61

86 88 88 89 Punctuality 82 83

90 87 87 87 88 On-vehicle journey time 84

2013 2014 2015 2016 2017 All networks 2018

Statistically significant increase since 2017 No change Statistically significant decrease since 2017 16 Overall satisfaction (%)

Total fairly/very satisfied

Autumn Autumn Autumn Autumn Autumn Autumn 2018 2017 2016 2015 2014 2013

All networks 58 33 5 1 1 91 91 93 92 90 90

Blackpool 82 15 211 97 97 95 96 95 97

Metrolink 51 38 6 1 1 89 89 90 89 85 83

Supertram 69 28 3 * 97 95 91 97 92 94

West Midlands 56 32 7 5 1 Metro 87 90 92 81 90 92

Very satisfied Fairly satisfied Neither satisfied nor dissatisfied 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 – 4834 (All networks), 514 (Blackpool), 2969 (Metrolink), 807 (Supertram), 544 (West Midlands Metro) Statistically significant increase since 2017 No change Statistically significant decrease since 2017 17 Who are satisfied and not satisfied passengers?

All Networks Very satisfied passengers Fairly satisfied passengers Not satisfied passengers are more likely to: are more likely to: are more likely to:

Be making a leisure journey (65% of Be commuting (58% of fairly Be commuting (72% of those not Journey purpose very satisfied passengers) satisfied passengers) satisfied are commuting)

Time of travel At off-peak times of the day (50%) At off-peak times (47%) During the weekday off-peak (44%)

A large proportion are very frequent The vast majority (89%) travel Two thirds (67%) travel at least once Frequency of travel travellers (5 or more times a week: once a week or more (with 58% or twice a week 43%) travelling 5 or more times as week)

Have the best access to private Have good access (40% easy; 37% Have good access (34% easy; 39% Access to private transport (44% with ‘easy’ access to moderate) moderate) transport a car, 34% ‘moderate’)

Very satisfied passengers are more Quite a young group (44% are 16- The youngest passengers (46% Age and gender likely to be older (75% 35 and 34) are 16-34), above)

Have good levels of trust but fall in- Have a great deal of trust in the Have the lowest level of trust, with between the two extremes on either Trust in the operator operator, with 47% giving the highest 7% giving the lowest trust rating (‘Do side (7% with a great deal of trust; rating (‘Trust a great deal’) not trust at all’) 1% do not trust at all Base: those ‘neither/nor’, ‘fairly Base: those ‘very satisfied’ with journey Base: those ‘fairly satisfied’ with journey dissatisfied’ or ‘very dissatisfied’ with overall (3004) overall (1442) journey overall (388)

18 Who are satisfied and not satisfied passengers?

Very satisfied passengers Fairly satisfied passengers Not satisfied passengers are more likely to: are more likely to: are more likely to:

Journey purpose Be making leisure journeys (89%) Be making a leisure journey (75%) than commuting (25%), but less so than those who are very satisfied

No significant differences in the time No significant differences in the time Time of travel of travel of travel

Use the tram less than once a Use tram 3 or more times a week Frequency of travel month (37%) (39%) Sample size of not satisfied passengers too small to report Access to private Have much better access to private Have not as easy access to private transport transport (50% ‘easy’ access) transport (34% with ‘easy’ access)

Older, with 54% aged 60+. 59% were Older again, with 39% aged 60 or Age and gender also female compared with 41% of over. No gender difference males. Trust the operator, but much more Have a great deal of trust in the likely to be indifferent to positive operator (72% saying they trust them Trust in the operator (with 87% rating 4-6 on the 7-point a great deal) scale) Base: those ‘neither/nor’, ‘fairly Base: those ‘very satisfied’ with journey Base: those ‘fairly satisfied’ with journey dissatisfied’ or ‘very dissatisfied’ with overall (411) overall (76) journey overall (27)

19 Who are satisfied and not satisfied passengers?

Manchester Very satisfied passengers Fairly satisfied passengers Not satisfied passengers are more likely to: are more likely to: are more likely to:

Journey purpose Be making leisure journeys (64%) Be commuting (59%) Be commuting (71%) more so than fairly satisfied

Travel off-peak on a weekday (54%) Travel off-peak on a weekday (52%) Travel during off-peak times (45% - Time of travel or in the AM peak (19%) 29% in the morning and 16% in the afternoon)

Be those who travel almost Be those who travel 5 or more days Be travel more frequently (59%) Frequency of travel everyday, 5 or more days a week a week (43%) (29%)

Have easier access to private Have easy (42%) access to private Have moderate (36%) access to Access to private transport (‘easy’ (44%); ‘moderate’ transport transport private transport but less to those 34%) who are fairly satisfied

Be aged 35-59 (41%) and more likely Be younger (86% aged 16 to 59) Be younger (47% aged 16 to 34) Age and gender to be female (Female 54%; Male 46%)

Have higher levels of trust in the Have medium to high levels of trust Have medium levels of trust in the Trust in the operator operator (78% rated 6-7 on a 7-point in the operator (97% rated 3-7 on a operator (72% rated 3-5 on a 7-point scale) 7-point scale) scale)

Base: those ‘very satisfied’ with journey Base: those ‘fairly satisfied’ with journey Base: those ‘neither/nor’, ‘fairly overall (1669) overall (1018) dissatisfied’ or ‘very dissatisfied’ with journey overall (282)

20 Who are satisfied and not satisfied passengers?

Sheffield Very satisfied passengers Fairly satisfied passengers Not satisfied passengers are more likely to: are more likely to: are more likely to:

Journey purpose Be leisure travellers (57%) Be commuters (54%)

Time of travel Be travelling during off-peak times Travel during off-peak times (51%) (61%)

Travel the most frequent (34% 5 or Travel the most frequent (41% 5 or Frequency of travel more days a week) more days a week) Sample size of not satisfied passengers too small to report Access to private Have easy to moderate access to Have moderate access to private transport private transport (41% ‘easy’; 30% transport (41%) ‘moderate’)

Age and gender Be under 60+ (45% 35-59) and Be younger (46% 16-34) female (60%)

Have the high trust in the operator Have medium to high levels of trust Trust in the operator (77% rated 6-7 on a 7-point scale) (97% rated 3-7 on a 7-point scale)

Base: those ‘neither/nor’, ‘fairly Base: those ‘very satisfied’ with journey Base: those ‘fairly satisfied’ with journey dissatisfied’ or ‘very dissatisfied’ with overall (596) overall (189) journey overall (22)

21 Who are satisfied and not satisfied passengers?

Very satisfied passengers Fairly satisfied passengers Not satisfied passengers are more likely to: are more likely to: are more likely to:

Journey purpose Be making commuter journeys Be commuting (70%) Be commuting (84%) (50%) and leisure journeys (48%)

Be travelling during off-peak Be travelling at peak times in the Time of travel weekday times (29%) morning (33%) and at peak times Be travelling at off-peak times in the evening (25%) (32%),

Be travelling the least frequently Be travelling 5 days a week or more Frequency of travel (once a week or less) (43%) (53%) Travel the most frequently (89%)

Access to private Have easy access to private Have easy access to private Have easy to moderate access to transport transport (39%) transport (40%) private transport (65%)

Be between 16-59 (92%) and more Be between 35-59 (57%) and Age and gender Be aged 35-59 (47%) and more likely likely to be female (55%) primarily female (56%) to be female (55%)

Trust in the operator Have high levels of trust (77% rated Have medium to high levels of trust Have low levels of trust (73% rated 6-7 on a 7-point scale) (83% rated 3-7 on a 7-point scale) 3-5 on a 7-point scale) Base: those ‘neither/nor’, ‘fairly Base: those ‘very satisfied’ with journey Base: those ‘fairly satisfied’ with journey dissatisfied’ or ‘very dissatisfied’ with overall (328) overall (159) journey overall (57)

22 Overall satisfaction (%) – by gender and age – 1

Total fairly/very satisfied All networks Autumn Autumn Autumn Autumn Autumn Autumn 2018 2017 2016 2015 2014 2013

All 58 33 5 11 91 90 passengers 91 93 92 90

Male 56 35 5 3 1 90 90 91 90 88 88

Female 59 32 5 1 * 91 93 94 94 92 91

Age 16-34 42 45 7 5 1 87 88 89 89 86 87

Age 35-59 57 33 6 1* 90 91 94 92 91 89

Age 60+ 78 18 2 * * 97 97 97 97 97 97

Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied

Statistically significant increase since 2017 Q. Overall, taking everything into account from the start to the end of this tram journey, how satisfied were you No change with your tram journey today? Base: All passengers – 4834 (All networks), Statistically significant decrease since 2017 23 Overall satisfaction (%) – by gender and age – 2

Total fairly/very satisfied Autumn Autumn Autumn Autumn Autumn Autumn 2018 2017 2016 2015 2014 2013 All passengers 82 15 211 97 97 95 96 95 97

Male 79 18 1 *1 97 97 93 94 96 97 Female 84 14 3 1* 98 98 98 97 95 97

Age 16-34 63 26 4 2 4 89 91 91 91 94 93 Age 35-59 83 15 1 1 98 98 99 97 95 97 Age 60+ 86 11 2 ** 97 100 98 98 96 99 Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied

All passengers 51 38 6 4 1 89 89 90 89 85 83

Male 49 40 6 4 1 87 89 90 86 83 82 Female 52 37 6 3 2 89 90 91 91 88 85

Age 16-34 37 48 8 6 1 87 87 87 85 81 80 Age 35-59 50 39 6 3 1 85 88 91 90 87 83 Age 60+ 72 23 2 2* 97 96 96 97 96 93 Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied

Statistically significant increase since 2017 Q. Overall, taking everything into account from the start to the end of this tram journey, how satisfied were you No change with your tram journey today? Statistically significant decrease since 2017 Base: All passengers – 2969 (Metrolink), 544 (West Midlands Metro) 24 Overall satisfaction (%) – by gender and age – 3

Total fairly/very satisfied Sheffield Autumn Autumn Autumn Autumn Autumn Autumn 2018 2017 2016 2015 2014 2013 All passengers 69 28 3 1 97 95 91 97 92 94

Male 69 26 4 10 95 94 83 96 90 94 Female 68 30 21* 98 97 96 98 95 94

Age 16-34 51 43 5 10 94 95 79 98 87 91 Age 35-59 70 28 2* 1 98 95 96 96 96 95 Age 60+ 87 12 2** 98 96 98 99 99 99 Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied

All passengers 56 32 7 5 1 87 90 92 81 90 92

Male 56 31 6 5 2 87 86 91 78 87 91 Female 55 32 8 4 * 87 95 93 84 92 92

Age 16-34 48 39 7 5 87 88 92 79 87 90 Age 35-59 56 29 9 4 2 85 90 89 76 91 91 Age 60+ 78 19 1 3 1 97 96 100 92 94 99

Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied Statistically significant increase since 2017 Q. Overall, taking everything into account from the start to the end of this tram journey, how satisfied were you No change with your tram journey today? Statistically significant decrease since 2017 Base: All passengers – 807 (Supertram), 544 (West Midlands Metro) 25 Overall satisfaction (%) – by passenger type – 1

Total fairly/very satisfied All networks AutumnAutumn Autumn Autumn Autumn Autumn 2018 2017 2016 2015 2014 2013

All passengers 58 33 5 3 1 91 91 93 92 90 90

Fare paying 53 37 6 3 1 90 90 91 88 88 88

Free pass 95 97 96 97 97 97 holder 77 18 2 2*

Commuters 42 43 8 5 2 85 88 88 88 84 85

Non- 70 26 31* commuters 95 95 96 95 95 95

Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied

Statistically significant increase since 2017 Q. Overall, taking everything into account from the start to the end of this tram journey, how satisfied were you No change with your tram journey today? Statistically significant decrease since 2017 Base: All passengers –4834 (All networks) 26 Overall satisfaction (%) – by passenger type – 2

Total fairly/very satisfied AutumnAutumn Autumn Autumn Autumn Autumn 2018 2017 2016 2015 2014 2013 All passengers 82 15 2** 97 97 95 96 95 97

Fare paying 80 16 211 96 97 95 95 95 96 Free pass holder 90 7 3* 97 96 98 97 98 100

Commuting 64 26 3 2 4 90 94 90 95 94 96 Not commuting 85 13 20 1 98 98 97 96 96 98

Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied

All passengers 51 38 6 4 * 89 89 90 89 85 83

Fare paying 44 43 7 4 1 88 88 89 87 84 81 Free pass holder 73 21 2 11 94 98 95 96 95 94

Commuters 67 25 21 4 83 85 85 84 81 76 Not commuting 83 15 211 94 94 95 93 91 91

Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied

Statistically significant increase since 2017 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? No change Base: All passengers – 2969 (Metrolink), 544 (West Midlands Metro) Statistically significant decrease since 2017 27 Overall satisfaction (%) – by passenger type – 3

Total fairly/very satisfied Sheffield AutumnAutumn Autumn AutumnAutumnAutumn 2018 2017 2016 2015 2014 2013 All passengers 69 28 3 * 97 95 91 97 92 94

Fare paying 64 33 3 10 96 94 89 96 90 93 Free pass holder 84 13 2* 98 97 97 99 99 100

Commuting 65 32 30 97 93 84 95 86 91 Not commuting 71 25 301 96 97 98 99 99 97

Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied

All passengers 56 32 7 5 * 87 90 92 81 90 92

Fare paying 52 34 8 5 1 86 90 92 77 87 90 Free pass holder 78 18 2 2 96 95 94 92 99 98

Commuters 46 36 10 6 2 82 88 91 77 84 90 Non-commuters 70 24 2 3 * 95 95 94 89 98 95

Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied

Q. Overall, taking everything into account from the start to the end of this tram journey, how satisfied were you Statistically significant increase since 2017 with your tram journey today? No change Base: All passengers – 807 (Supertram), 544 (West Midlands Metro) Statistically significant decrease since 2017 28 Value for money (%) – fare-payers only

Total fairly/very satisfied Autumn Autumn Autumn Autumn Autumn Autumn 2018 2017 2016 2015 2014 2013

All networks 32 36 14 13 5 68 68 69 69 61 60

Blackpool 67 24 5 3 1 91 88 86 87 86 85

Metrolink 21 39 17 17 6 60 59 62 58 48 47

Supertram 38 38 12 8 3 77 74 71 83 69 70

West Midlands 39 32 14 9 6 Metro 71 68 68 62 62 67

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 – 3092 (All networks), 412 (Blackpool), 1821 (Metrolink), 487 (Supertram), 372 (West Midlands Metro)

Statistically significant increase since 2017 No change Statistically significant decrease since 2017 29 Value for money (%) – fare-payers only – 1

Total fairly/very satisfied All networks Autumn Autumn Autumn Autumn Autumn Autumn 2018 2017 2016 2015 2014 2013 All passengers 32 36 14 13 5 68 68 69 69 61 60

Age 16 to 34 21 36 17 17 9 57 60 61 61 54 54

Age 35 to 59 35 38 13 11 3 73 73 76 75 69 66

Commuting 23 36 17 17 7 59 63 63 65 53 55

Not commuting 42 36 11 8 3 78 73 77 74 72 68

Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied

Statistically significant increase since 2017 Q. How satisfied were you with the value for money of your journey? No change Base: All fare-paying passengers – 3092 (All networks) Statistically significant decrease since 2017 30 Value for money (%) – fare-payers only – 2

Total fairly/very satisfied Autumn AutumnAutumn Autumn AutumnAutumn 2018 2017 2016 2015 2014 2013 All passengers 67 24 5 3 1 91 88 86 87 86 85

16-34 62 27 4 3 4 80 80 78 78 80 77 35-59 82 16 1*1 92 89 90 88 87 90

Commuting 64 26 3 3 4 83 86 82 84 80 81 Not commuting 84 14 1** 93 89 88 87 89 87

Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied

All passengers 21 39 17 17 6 60 59 62 58 48 47

16-34 16 35 18 20 11 51 50 55 50 39 40 35-59 24 41 16 15 4 65 69 71 66 61 55

Commuters 17 36 19 19 8 53 52 54 52 42 41 Non-commuters 31 42 14 10 3 73 69 73 67 59 57

Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied

Statistically significant increase since 2017 Q. How satisfied were you with the value for money of your journey? No change Base: All fare-paying passengers – 412 (Blackpool), 1821 (Metrolink) Statistically significant decrease since 2017 31 Value for money (%) – fare-payers only – 3

Total fairly/very satisfied Sheffield Autumn Autumn Autumn Autumn AutumnAutumn 2018 2017 2016 2015 2014 2013 All passengers 38 39 12 8 77 74 71 83 69 70

16-34 26 38 17 14 5 65 67 59 78 66 63 35-59 43 40 10 6 1 83 80 79 86 75 81

Commuting 35 41 12 9 3 76 75 67 81 60 67 Not commuting 41 37 13 7 2 78 74 79 84 84 74

Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied

All 39 32 14 9 6 71 passengers 68 68 62 62 67

16 - 34 33 32 18 9 8 65 62 64 56 59 65 35 - 59 43 32 11 9 1 75 72 69 68 69 65

Commuters 30 35 17 10 8 65 65 66 62 58 65 Non-commuters 58 26 7 6 4 84 80 76 56 74 70

Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied

Statistically significant increase since 2017 Q. How satisfied were you with the value for money of your journey? No change Base: All fare-paying passengers – 487 (Supertram), 372 (West Midlands Metro) Statistically significant decrease since 2017 32 What influenced value for money rating (%)

Those satisfied with value for money Those not satisfied with value for money

2018 37 28 7 13 6 10 27 21 14 12 8 18 All 33 36 8 12 9 7 31 23 16 12 6 14 networks 2017 2016 32 31 8 16 12 7 33 23 16 12 7 11

2015 32 31 7 17 12 7 33 27 16 7 9 11

2014 34 29 8 17 4 8 29 28 13 15 5 10

2013 33 32 7 13 3 11 28 23 14 16 4 14

2018 2018

Blackpool 47 14 12 20 0 8 31 18 18 12 21

Metrolink 31 33 6 9 11 10 26 21 13 12 9 18

Supertram 38 25 9 18 0 11 36 18 17 13 16 West Midlands Metro 43 28 5 11 6 8 23 24 14 15 5 18

Cost for distance travelled Cost tram versus other transport Fare compared to everyday items Comfort/quality for the fare paid The cost of making the same trip by car* Other reason

* Only asked for Metrolink NOTE: Those not satisfied with value for money includes respondents answering ‘Neither satisfied nor dissatisfied’

Statistically significant increase since 2017 Q. What had the biggest influence on the ‘value for money’ rating you gave in the previous question? No change Base: All fare-paying passengers – 3069 (All networks), 402 (Blackpool), 1812 (Metrolink), 480 (Supertram), 375 Statistically significant decrease since 2017 (West Midlands Metro) 33 Tram Passenger Survey (TPS) – All networks

Waiting at the stop

34 Waiting at the stop: summary (1)

All Overall satisfaction with the stop: Waiting times: Networks

All Networks 91 88% 7 mins 6 mins Satisfaction: Expected Actual reported expected waiting time wait time wait time

94 Checking tram information:

90 Passengers who checked tram time Manchester 77%

Disruption info online Sheffield 94 Info sources used before arriving at stop the most common source 92 62% electronic Info sources used at stop display

82% knew Statistically significant increase since 2017 Among those that didn’t check… service frequent No change Statistically significant decrease since 2017 35 Waiting at the stop: summary (2)

All Networks Satisfaction with the stop: Manchester Sheffield

Overall satisfaction with stop 91 94 90 94 92

Convenience/ accessibility 91 96 90 90 91

Freedom from graffiti/ 92 85 91 94 vandalism 88 Behaviour of fellow passengers 84 92 80 87 86

Personal safety 85 94 83 89 82

Distance from journey start 86 95 84 86 83

General condition and 91 84 89 88 maintenance 86 Freedom from litter 82 92 78 86 87

Information provided 83 90 83 81 84

Statistically significant increase since 2017 No change Statistically significant decrease since 2017 36 Satisfaction – with the tram stop (%)

Total fairly/very satisfied AutumnAutumn AutumnAutumnAutumn Autumn 2018 2017 2016 2015 2014 2013

All networks 53 38 6 21 91 90 90 91 91 91

Blackpool 71 23 3 2 94 89 91 92 92 93

Metrolink 48 42 7 2 90 89 89 88 86 87

Supertram 58 36 5 11 94 90 89 94 96 93

WestMidland Midlands Metro 54 39 5 21 92 92 88 90 88 90 Metro

Very Satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied

Q. Overall, how satisfied were you with the tram stop? Statistically significant increase since 2017 Base: All passengers – 4776 (All networks), 503 (Blackpool), 2925 (Metrolink), 799 (Supertram), 548 (West Midlands Metro) No change Statistically significant decrease since 2017 37 Satisfaction – with the tram stop (%) – 1

Total fairly/very satisfied All networks Autumn AutumnAutumn Autumn AutumnAutumn 2018 2017 2016 2015 2014 2013

Overall satisfaction - tram stop 53 38 6 21 91 90 90 91 91 91

Convenience/accessibility 61 30 6 21 91 90 89 90 88 89

Freedom from graffiti/vandalism 57 31 8 3 2 88 88 87 89 90 89

General condition/maintenance 48 38 9 4 2 85 86 85 86 86 85

Distance from journey start 57 29 9 4 2 86 84 85 83 82 82

Personal safety at stop 51 34 11 3 1 85 88 86 87 86 84

Behaviour of fellow passengers 53 31 11 4 2 84 85 87 86 86 84

Information provided at the stop 49 34 11 4 2 83 83 81 80 78 77

Freedom from litter 49 33 10 6 2 82 83 84 85 86 84

Statistically significant increase since 2017 Q. Thinking about the tram stop itself, how satisfied were you with the following: & Q. Overall, how satisfied No change were you with the tram stop? Base: All passengers – 4776 Statistically significant decrease since 2017 38 Satisfaction – with the tram stop (%) – 2

Total fairly/very satisfied AutumnAutumnAutumn AutumnAutumnAutumn 2018 2017 2016 2015 2014 2013

Overall satisfaction - tram stop 71 23 3 21 94 89 91 92 92 93

Convenience/accessibility 75 21 3 11 96 94 93 94 94 93 Distance from journey start 74 20 4 11 95 91 91 90 91 91 Personal safety 76 17 5 11 94 91 91 90 90 93 Behaviour of fellow passengers 74 18 5 12 92 91 91 93 90 94 Free from graffiti/vandalism 77 15 3 3 92 86 87 92 92 95 Freedom from litter 69 22 4 2 3 92 85 87 87 87 92 General condition/maintenence 72 19 4 2 2 91 85 84 89 91 93 Information provided at the stop 66 24 6 12 90 84 82 89 86 86 Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied

Overall satisfaction - tram stop 44 45 8 3 89 89 89 88 86 87

Convenience/accessibility 55 35 7 21 90 90 88 87 87 86 Personal safety at stop 49 37 10 21 86 86 85 84 83 80 Freedom from graffiti/vandalism 51 33 10 5 2 84 84 83 85 85 84 Distance from journey start 50 34 10 4 1 84 84 83 81 79 81 Behaviour of other passengers 50 33 12 3 2 83 83 84 82 81 80 General condition/maintenance 43 39 10 5 2 82 82 81 81 80 78 Information provided at the stop 45 37 13 4 2 82 82 78 76 70 67 Freedom from litter 43 35 12 8 3 78 78 78 79 80 79 Statistically significant increase since 2017 Q. Thinking about the tram stop itself, how satisfied were you with the following: & Q. Overall, how satisfied were you with No change the tram stop? Base: All passengers – 503 (Blackpool), 2926 (Metrolink) Statistically significant decrease since 2017 39 Satisfaction – with the tram stop (%) – 3

Total fairly/very satisfied Sheffield Autumn Autumn Autumn Autumn AutumnAutumn 2018 2017 2016 2015 2014 2013 Overall satisfaction - tram stop 58 36 5 11 94 90 89 94 96 93

Personal safety at stop 64 27 7 11 91 91 87 90 94 88 Convenience/accessibility 60 30 7 21 90 89 86 92 90 92 Freedom from graffiti/vandalism 56 31 9 3 2 89 89 87 91 96 91 Behaviour of other passengers 64 24 10 11 89 89 89 88 93 85 General condition/maintenance 53 37 9 11 87 87 82 91 92 87 Freedom from litter 56 31 8 3 2 86 86 85 87 89 87 Distance from journey start 55 31 8 3 2 86 85 82 84 84 83 Information provided at the stop 50 31 11 5 3 81 80 77 81 84 86 Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied

Overall satisfaction - tram stop 54 39 5 21 92 92 88 90 88 90

Freedom from graffiti/vandalism 64 30 4 11 89 89 90 91 88 83 Convenience/accessibility 61 30 7 21 87 87 89 86 81 88 General condition/maintenance 49 39 8 4 1 86 86 89 85 84 83 Behaviour of other passengers 51 34 11 1 85 85 83 86 87 84 Distance from journey start 55 28 11 4 2 83 83 85 82 78 87 Information provided at the stop 46 38 10 4 2 82 82 79 80 78 79 Personal safety at stop 48 34 12 4 2 81 81 80 85 80 79 Freedom from litter 52 35 8 3 2 80 80 84 85 88 83

Statistically significant increase since 2017 Q. Thinking about the tram stop itself, how satisfied were you with the following: & Q. Overall, how satisfied were you with No change the tram stop? Base: All passengers – 799 (Supertram), 548 (West Midlands Metro) Statistically significant decrease since 2017 40 Satisfaction with waiting time (%)

Total fairly/very satisfied AutumnAutumn Autumn Autumn Autumn Autumn 2018 2017 2016 2015 2014 2013

All networks (6 minutes ) 56 32 8 3 1 92 88 88 84 82 81

Average reported waiting time displayed in brackets Blackpool (5 minutes ) 77 18 3 11 95 94 94 90 91 91 Metrolink (6 minutes) 53 33 9 4 2 86 85 85 79 77 76 Supertram (6 minutes ) 55 34 8 21 89 86 84 86 80 83

West Midlands Metro 56 33 7 3 2 88 92 86 86 87 87 (5 minutes )

Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied

Q. How satisfied were you with the length of time you had to wait for the tram? Base: All passengers – 4722 (All networks), 495 (Blackpool), 2900 (Metrolink), 788 (Supertram), 539 (West Midlands Metro)

Statistically significant increase since 2017 No change Statistically significant decrease since 2017 41 How actual waiting time compared to expected (%)

Total about the same or a little/much less than expected Autumn Autumn Autumn Autumn Autumn Autumn 2018 2017 2016 2015 2014 2013

All networks (6 minutes ) 13 20 53 11 3 86 85 85 83 81 82

Average reported waiting time displayed in brackets

Blackpool (5 minutes ) 18 23 53 4 3 94 92 92 87 90 89

Metrolink 12 20 54 11 3 86 82 84 79 78 77 (6 minutes) Supertram 15 17 52 13 4 (5 minutes ) 84 82 77 85 76 82 West Midlands Metro 12 20 50 13 5 81 90 83 83 83 89 (6 minutes )

Much less than expected A little less than expected About the same A little longer than expected Much longer than expected Don't know

Q. Thinking about the time you waited for the tram today, was it [ ] than expected? Base: All passengers – 4803 (All networks), 514 (Blackpool), 2926 (Metrolink), 809 (Supertram), 554 (West Midlands Metro)

Statistically significant increase since 2017 No change Statistically significant decrease since 2017 42 How passengers checked tram times (%) – 1

All networks Autumn Autumn Autumn Autumn Autumn Autumn Before leaving 2018 2017 2016 2015 2014 2013 Leaflet/paper timetable 3 4 3 3 4 6 Online 13 5 11 12 12 11 Live tram locator 5 1 2 2 3 2 Disruption updates via social media 2 1 2 2 2 2 Other 9 3 6 7 6 8

At tram stop Electronic display 69 70 66 65 47 41 Posters at stop 6 4 5 6 12 12 Online 3 9 2 2 1 2 Live tram locator 3 2 1 1 1 1 Disruption updates via social media 1 2 1 1 1 1 Other 4 5 2 3 3 4

Did not check 24 17 20 19 29 33

Main reasons for not checking times Knew they ran frequently 70 76 78 78 75 78 Did not matter to me* 21 18 20 N/A* N/A* N/A* Already knew arrival times 13 13 12 11 10 15 Didn’t have time 5 6 4 5 6 5 Could not find the information 3 1 2 4 5 4 Other 3 3 3 8 6 4 Didn’t know when meant to arrive** N/A N/A N/A 4 6 6 * Not asked in 2015 ** Not asked from 2016

Statistically significant increase since 2017 No change Statistically significant decrease since 2017

Q. How did you know when the tram was meant to arrive? (More than one response permissible). Base: All passengers – 4864 (All networks) 43 Q. If you did not check to find out when the tram was meant to arrive, why was this? Base: All not checking arrival info – 1126 (All networks) How passengers checked tram times (%) – 2

Before leaving Manchester Sheffield Leaflet/paper timetable 12 * 6 1 Online 9 16 11 8 Live tram locator 0 0 5 6 Disruption updates via social media * 2 2 6 Other 11 5 5 2

At tram stop Electronic display N/A*** 74 56 63 Posters at stop 26 2 6 2 Online 3 3 3 3 Live tram locator 0 0 0 3 Disruption updates via social media * 1 1 2 Other 8 1 2 2

Did not check 47 18 30 24

Main reasons for not checking times Knew they ran frequently 69 69 71 77 Did not matter to me* 24 22 17 18 Already knew arrival times 16 13 13 11 Didn’t have time 3 7 4 8 Could not find the information 2 2 4 6 Other 4 4 3 * Didn’t know when meant to arrive** N/A** *Indicates a proportion lower than 1% . ** Not asked in 2015 *** Not asked from 2016

Statistically significant increase since 2017 No change Statistically significant decrease since 2017

44 Tram Passenger Survey (TPS) – All networks

The tram

45 The tram: summary (1)

All All All Networks Networks Networks Start of journey On board The staff

Route info on tram 92 Interior cleanliness 87 Appearance 94

Exterior cleanliness 91 Info on board 87 Greeting 88

Ease getting on 92 Seat/standing space 73 Helpfulness/attitude 90

Time taken to board 93 Seat comfort 74 Safety of driving 92

Personal space 71 Smoothness journey 82

Provision grabrails 80

Temperature 82

Statistically significant increase since 2017 Personal security 82 No change Statistically significant decrease since 2017 46 The tram: summary (2)

All Networks Satisfaction with start of the journey: Manchester Sheffield Time taken to board 93 97 91 97 92 Ease getting on 92 97 90 97 89 Route info on tram 92 96 92 94 86 Exterior cleanliness 91 98 89 93 90 Satisfaction with on board experience: Interior cleanliness 87 97 82 93 90 Info on board 87 94 84 89 89 Personal security 82 95 77 93 81 Temperature 82 92 80 88 74 Provision grabrails 80 92 77 88 75 Seat comfort 74 92 71 87 55 Seat/ standing space 73 85 68 89 69 Personal space 71 86 67 85 64

Satisfaction with the staff: Appearance 94 98 - 93 92 Safety of driving 92 98 91 95 89 Helpfulness/attitude 90 97 - 89 85 Greeting 88 96 - 87 81 Smoothness journey 82 94 81 89 73 Statistically significant increase since 2017 No change Statistically significant decrease since 2017

47 Satisfaction with start of journey (%) – 1

Total fairly/very satisfied All networks Autumn Autumn Autumn Autumn Autumn Autumn 2018 2017 2016 2015 2014 2013

Time taken to 93 94 95 95 92 93 board 69 23 5 21

Ease of getting 92 93 94 94 91 92 on/off tram 68 23 4 31

Route/destination 92 92 91 91 89 90 information on 68 24 6 11 tram

Exterior cleanliness 59 32 7 21 91 91 91 91 90 89

Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied

Statistically significant increase since 2017 Q. Thinking about when the tram arrived, please indicate how satisfied you were with the following: No change Base: All passengers – 4864 (All networks) Statistically significant decrease since 2017 48 Satisfaction with start of journey (%) – 2

Total fairly/very satisfied Autumn Autumn Autumn Autumn Autumn Autumn 2018 2017 2016 2015 2014 2013

Exterior cleanliness 83 15 1*1 98 96 97 94 94 95

Time taken to board 85 12 21* 97 97 97 97 94 98

Ease of getting onto the 97 97 96 97 94 98 tram 86 11 21*

Route/ destination 96 94 94 92 90 93 information on tram 82 14 311 Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied

Total fairly/very satisfied Manchester Autumn Autumn Autumn Autumn Autumn Autumn 2018 2017 2016 2015 2014 2013 Route/ destination 66 26 6 * information on tram * 92 91 90 91 87 89

Time taken to board 65 26 6 2* 91 92 93 93 90 92

Ease of getting onto the tram 64 26 5 3 2 90 91 92 92 88 90

Exterior cleanliness 53 36 8 1* 89 89 89 89 88 87

Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied Statistically significant increase since 2017 Q. Thinking about when the tram arrived, please indicate how satisfied you were with the following: No change Base: All passengers – 514 (Blackpool), 2987 (Metrolink) Statistically significant decrease since 2017 49 Satisfaction with start of journey (%) – 3

Sheffield Total fairly/very satisfied Autumn Autumn Autumn Autumn Autumn Autumn 2018 2017 2016 2015 2014 2013 Time taken to board 78 19 21* 97 97 96 97 94 95

Ease of getting onto 97 96 95 96 95 95 the tram 76 21 21

Route/ destination 94 93 90 93 95 91 information on tram 69 25 5 11

Exterior cleanliness 64 29 6 1* 93 92 90 92 91 91

Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied

Time taken to board 66 27 5 2* 92 93 95 90 91 88

Exterior cleanliness 60 30 7 11 90 91 92 91 86 84

Ease of getting onto 89 92 94 90 90 87 the tram 63 26 6 4 1

Route/ destination 86 88 87 86 81 84 information on tram 60 26 10 21

Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied

Statistically significant increase since 2017 Q. Thinking about when the tram arrived, please indicate how satisfied you were with the following: No change Base: All passengers – 809 (Sheffield), 554 (West Midlands Metro) Statistically significant decrease since 2017 50 Satisfaction on the tram (%) – 1

All networks Total fairly/very satisfied 75 per cent ( ) of passengers had a seat for their whole journey (2017: 78 per cent) Autumn 7 per cent ( ) said they had to stand but would have liked to have a seat (2017: 6 per cent) Autumn Autumn Autumn Autumn Autumn 2018 2017 2016 2015 2014 2013

Interior cleanliness/condition 49 38 7 4 1 87 86 89 90 88 89

Information provided inside the tram 53 34 11 2* 87 85 86 84 82 82

Personal security 47 35 12 4 2 82 83 85 86 84 82

Temperature inside the tram 45 37 11 5 2 82 82 83 84 81 81

Provision of grabrails 45 35 11 6 3 80 81 81 83 80 75

Comfort of the seats 38 36 15 7 4 74 75 77 76 74 75

Availability of seating or 44 30 9 10 8 space to stand 73 75 78 80 74 72

Amount of personal space 37 35 11 10 7 71 72 73 76 72 67

Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied

Statistically significant increase since 2017 No change Q. Thinking about whilst you were on the tram, please indicate how satisfied you were with the following: Base: All passengers – 4864 (All Networks) Statistically significant decrease since 2017 51 Satisfaction on the tram (%) – 2

84 per cent ( ) of passengers had a seat for their whole journey (2017: 85 per cent) 2 per cent ( ) said they had to stand but would have liked to have a seat (2017: 2 per Autumn Autumn Autumn Autumn Autumn Autumn cent) 2018 2017 2016 2015 2014 2013

Interior cleanliness/condition 81 16 201 97 98 96 94 95 97 Personal security 77 18 31* 95 94 93 94 90 96 Information provided inside the tram 77 17 5 1* 94 91 91 92 89 93 Provision of grabrails 73 19 4 21 92 90 90 91 89 94 Temperature inside the tram 73 19 5 21 92 92 90 89 87 96 Comfort of the seats 68 24 5 21 92 87 88 88 84 92 Amount of personal space 57 30 7 6 2 86 84 83 87 82 91 Availability of seating or space to stand 65 21 6 6 3 85 85 87 89 84 91

70 per cent ( ) of passengers had a seat for their whole journey (2017: 75 per cent) Manchester 9 per cent ( ) said they had to stand but would have liked to have a seat (2017: 7 per cent)

84 85 81 80 80 Information provided inside the tram 48 37 14 2* 84 Interior cleanliness/condition 38 44 10 6 2 82 82 84 86 85 85 Temperature inside the tram 39 41 12 5 3 80 81 81 83 76 76 Personal security 39 39 15 5 3 77 80 79 80 78 76 Provision of grabrails 39 37 12 7 4 77 78 80 81 73 70 Comfort of the seats 31 40 18 7 4 71 71 73 71 66 67 Availability of seating or space to… 37 31 10 12 10 68 71 74 76 65 62 Amount of personal space 31 36 13 12 9 67 70 71 73 65 61

Statistically significant increase since 2017 No change Q. Thinking about whilst you were on the tram, please indicate how satisfied you were with the following: Base: All passengers – 514 (Blackpool), 2987 (Metrolink) Statistically significant decrease since 2017 52 Satisfaction on the tram (%) – 3

89 per cent ( ) of passengers had a seat for their whole journey (2017: 91 per cent) Autumn Autumn Autumn Autumn Autumn Autumn 1 per cent ( ) said they had to stand but would have liked to have a seat (2017: 2 Sheffield per cent) 2018 2017 2016 2015 2014 2013 Interior cleanliness/condition 59 34 5 2* 93 93 92 90 87 93 Personal security 61 32 7 1* 93 92 92 95 92 90 Information provided inside the tram 54 35 9 11 89 83 80 83 83 83 Availability of seating or space to stand 57 32 8 21 89 84 79 85 86 85 Provision of grabrails 53 35 7 41 88 88 84 91 86 84 Temperature inside the tram 52 36 9 21 88 85 84 88 88 88 Comfort of the seats 51 36 9 31 87 88 86 86 84 88 Amount of personal space 48 37 9 4 2 85 81 74 83 80 79

67 per cent ( ) of passengers had a seat for their whole journey (2017: 69 per cent) 9 per cent ( ) said they had to stand but would have liked to have a seat (2017: 11 per cent) Interior cleanliness/condition 54 39 331 93 93 93 93 88 85 Information provided inside the tram 55 34 7 31 89 88 89 86 77 83 Personal security 41 40 13 32 81 83 86 86 83 81 Provision of grabrails 40 34 12 8 5 75 73 72 69 74 63 Temperature inside the tram 37 37 14 7 4 74 77 78 75 77 73 Availability of seating or space to stand 40 29 5 15 11 69 66 70 74 76 61 Amount of personal space 33 31 11 15 10 64 65 61 67 69 56 Comfort of the seats 28 27 15 16 14 55 58 53 52 64 69

Statistically significant increase since 2017 No change Q. Thinking about whilst you were on the tram, please indicate how satisfied you were with the following: Base: All passengers – 809 (Supertram), 554 (West Midlands Metro) Statistically significant decrease since 2017 Satisfaction with on-tram journey time (%)

Total fairly/very satisfied Autumn Autumn Autumn Autumn Autumn Autumn 2018 2017 2016 2015 2014 2013

All networks 55 33 7 3 1 88 87 90 87 84 87

Blackpool 79 18 3 11 97 95 95 95 91 95

Metrolink 48 37 9 4 1 85 86 87 83 81 80

Supertram 65 29 4 11 94 92 93 93 85 92

West Midlands 53 35 7 3 2 88 86 86 89 85 86 Metro Very satisfied Fairly satisfied Neither/nor

Statistically significant increase since 2017 Q. How satisfied were you with the amount of time the journey took? No change Base: All passengers – 4750 (All networks), 495 (Blackpool), 2928 (Metrolink), 793 (Supertram), 534 (West Midlands Metro) Statistically significant decrease since 2017 54 Satisfaction with punctuality of the tram (%)

Total fairly/very satisfied Autumn Autumn Autumn Autumn Autumn Autumn 2018 2017 2016 2015 2014 2013

All networks 62 27 7 3 1 89 88 88 86 83 82

Blackpool 81 12 5 11 93 91 94 93 90 93

Metrolink 61 28 8 21 89 88 86 82 78 75

Supertram 59 28 8 5 1 87 82 82 85 78 84

West Midlands 57 30 7 4 2 Metro 87 92 87 88 88 87

Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied

Statistically significant increase since 2017 No change Q. How satisfied were you with the punctuality of the tram (arriving on time)? Base: All passengers – 4483 (All networks), 449 (Blackpool), 2769 (Metrolink), 744 (Supertram), 521 (West Midlands Metro) Statistically significant decrease since 2017 55 Satisfaction – with availability of seating or space to stand (%)

Total fairly/very satisfied AutumnAutumn Autumn Autumn Autumn Autumn 2018 2017 2016 2015 2014 2013

All networks 44 30 9 10 8 73 75 78 80 74 72

Blackpool 65 21 6 6 3 85 85 87 89 84 91

Metrolink 37 31 10 12 10 68 71 74 76 65 62

Supertram 57 32 8 21 89 84 79 85 86 85

West Midlands 40 29 5 15 11 Metro 69 66 70 74 76 61

Very Satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied

Statistically significant increase since 2017 Q. Thinking about whilst you were on the tram, please indicate how satisfied you were with sufficient room for all passengers to sit/stand? No change Base: All passengers – 4737 (All networks), 501 (Blackpool), 2909 (Metrolink), 790 (Supertram), 537 (West Midlands Metro) Statistically significant decrease since 2017 56 Availability of information inside the tram (%) – 1

All networks* Autumn Autumn Autumn Autumn Autumn 2017 2016 2015 2014 2013

Digital next-stop display 97 92 92 94 90 93

Audio 94 announcements 93 93 94 88 92

Route map/ 88 75 71 76 72 84 journey times

How to contact train company** 66 33 31 16 16 31

Fare/tickets 60 35 information 39 36 38 44

Timetable 33 31 25 25 24 33

* Question not asked for Metrolink ** Wording changed from ‘Details of how to make a complaint, if you had one’ in 2015 to ‘Details of how to contact the tram company, for example, to make a complaint or find out information’ in 2016. This likely accounts for the significant change in 2016. NOTE: The question was changed between 2013 and 2014 (by the addition of a ‘Don’t know’ option) and is not directly comparable Statistically significant increase since 2017 No change Q. Were any of these items of information present on the tram? Statistically significant decrease since 2017 Base: All passengers – 1877 (All networks) 57 Availability of information inside the tram (%) – 2

Manchester Sheffield

Question not asked for Metrolink Digital next-stop 99 95 97 display

Audio 98 92 93 announcements

Route map/ 82 90 91 journey times

How to contact train company** 76 56 68

Fare/tickets information 72 62 47

Timetable 39 32 31

Statistically significant increase since 2017 Q. Were any of these items of information present on the tram? No change Base: All passengers – 514 (Blackpool), 809 (Supertram), 554 (West Midlands Metro) Statistically significant decrease since 2017 58 Satisfaction with tram staff (%) – 1

Total fairly/very satisfied All networks* Autumn Autumn Autumn Autumn Autumn Autumn 2018 2017 2016 2015 2014 2013

Appearance 69 26 5 94 89 92 93 90 90

Safety of the driving 64 29 7 1 92 92 92 95 93 93

Helpfulness/attitude 65 25 7 21 90 82 86 87 83 84

Greeting 62 25 10 10 88 77 83 83 78 77

Smoothness/freedo 82 80 81 81 77 74 m from jolting 46 36 11 5 2

Very satisfied Satisfied Neither Dissatisfied Very dissatisfied

* Question not asked for Metrolink Statistically significant increase since 2017 Q. Thinking about any tram staff you encountered on your journey, please indicate how satisfied you were with each of the following: No change Base: All passengers – 4864 (All networks) Statistically significant decrease since 2017 59 Satisfaction with tram staff (%) – 2

Total fairly/very satisfied Autumn Autumn Autumn Autumn Autumn Autumn 2018 2017 2016 2015 2014 2013

Safety of the driving 85 13 11 98 98 97 97 96 97

Appearance 80 18 2 98 95 96 94 94 96

Helpfulness/attitude 83 14 11 97 93 95 88 88 92

Greeting 81 16 3 31 96 89 93 86 84 88

Smoothness/ freedom 94 93 93 94 90 94 from jolting 72 22 4 11 Very satisfied Satisfied Neither Dissatisfied Very dissatisfied

Manchester Appearance N/A*

Greeting N/A*

Helpfulness/attitude N/A*

Safety of the driving 58 33 8 1 91 91 91 90 88 86

Smoothness/freedom from jolting 40 40 12 5 2 81 78 77 76 70 66 Very satisfied Satisfied Neither Dissatisfied Very dissatisfied *Question not asked for Metrolink

Statistically significant increase since 2017 Q. Thinking about any tram staff you encountered on your journey, please indicate how satisfied you were with No change each of the following: Statistically significant decrease since 2017 Base: All passengers – 514 (Blackpool), 2987 (Metrolink) 60 Satisfaction with tram staff (%) – 3

Total fairly/very satisfied Autumn Autumn Autumn Autumn Autumn Autumn Sheffield 2018 2017 2016 2015 2014 2013

Safety of the driving 70 25 5 95 94 92 97 94 94

Appearance 65 28 6 93 93 93 94 91 90

Smoothness/freedom 89 86 85 86 84 85 from jolting 55 34 8 4

Helpfulness/attitude 60 29 5 1 89 86 89 89 84 84

Greeting 59 28 12 12 87 82 85 82 78 79 Very satisfied Satisfied Neither Dissatisfied Very dissatisfied

Appearance 62 30 7 1 92 91 90 89 90 89

Safety of the driving 62 28 7 31 89 89 88 89 89 86

Helpfulness/attitude 54 31 7 4 1 85 84 81 83 79 77

Greeting 50 31 14 14 1 81 79 78 78 73 71

Smoothness/freedom 38 35 11 12 4 from jolting 73 74 69 70 71 72 Very satisfied Satisfied Neither Dissatisfied Very dissatisfied Statistically significant increase since 2017 Q. Thinking about any tram staff you encountered on your journey, please indicate how satisfied you were with each No change of the following: Statistically significant decrease since 2017 Base: All passengers – 809 (Supertram), 554 (West Midlands Metro) 61 Tram Passenger Survey (TPS) – All networks

Negative experiences during the journey

62 Negative experiences during the journey: summary

All Networks Manchester Sheffield

Passengers experiencing 10 7 a delay to their journey 6 5 6 (per cent)

Typical length of delay 9 mins 13 mins 10 mins 6 mins 9 mins (perceived)

Signal failure/road Signal/points Road Road Most common congestion Tram failure failure congestion/ congestion/ cause of delay traffic jam Traffic jam

Passengers with worry or 8 concern about others' 11 5 4 behaviour on board

(Caution small bases)

Statistically significant increase since 2017 No change Statistically significant decrease since 2017 63 Experience of delays (%) – 1

All networks Autumn Autumn Autumn Autumn Autumn Autumn 2018 2017 2016 2015 2014 2013

11 10 9 9 Road congestion/traffic jam 9 9

Signal/points failure 9 9 11 11 8 19

Tram waiting too long at stops 8 9 10 6 13 10

Tram waiting too long at signals 8 7 3 7 7 14 Tram failure 5 10 10 7 8 6

Planned engineering works 2 0 2 22 17 3 Time it took passengers to board/pay 2 9 5 3 5 4 Had to use bus replacement 2 0 1 3 2 14 Poor weather 1 2 1 3 0 6 Other 26 35 28 21 27 27 No reason given for delay 20 15 18 21 18 N/A* Not sure 15 16 19 10 17 22

Statistically significant increase since 2017 *No reason given for delay not asked in 2013. Its addition could have caused the significant drops in the other factors No change Q. Was the length of your journey affected by any of the following? (More than one response permissible) Statistically significant decrease since 2017 Base: All experiencing a delay – 276 (All networks) 64 Experience of delays (%) – 2

Manchester Sheffield

10 Road congestion/traffic jam 9 5 21 5 Signal/points failure 4 15 0

Tram waiting too long at stops 0 10 10 2

Tram waiting too long at signals 0 14 1 0

Tram failure 16 4 5 5

Planned engineering works 0 3 0 3 0 Time it took passengers to board/pay 9 3 0 0 Had to use bus replacement 0 3 0 0 Poor weather 9 0 2 19 Other 13 35 11 39 No reason given for delay 5 13 28 17 Not sure 18 11 21

Statistically significant increase since 2017 Q. Was the length of your journey affected by any of the following? (More than one response permissible) No change Base: All experiencing a delay – 24 (Blackpool), 155 (Metrolink), 48 (Supertram), 49 (West Midlands Metro) Statistically significant decrease since 2017 65 Worry or concern at other passengers’ behaviour (%) – 1

All networks Autumn Autumn Autumn Autumn Autumn Autumn 2018 2017 2016 2015 2014 2013

All passengers 11 8 7 7 5 7

Male 11 8 6 6 6 7

Female 11 8 7 7 5 7

Age 16 to 34 14 8 8 8 7 7

Age 35 to 59 10 8 6 6 5 8

Age 60+ 7 6 4 4 4 5

Statistically significant increase since 2017 Q. Did other passengers’ behaviour give you cause to worry or make you feel uncomfortable during your journey? No change Base: All passengers – 4821 (All networks) Statistically significant decrease since 2017 66 Worry or concern at other passengers’ behaviour (%) – 2

Manchester Sheffield Significant Significant Significant Significant change change change change

All passengers 5 14 4 8

Male 6 13 3 10

Female 4 15 5 7

Age 16 to 34 6 17 8 12

Age 35 to 59 7 13 3 6

Age 60+ 3 11 3 4

Statistically significant increase since 2017 Q. Did other passengers’ behaviour give you cause to worry or make you feel uncomfortable during your journey? No change Base: All passengers – 505 (Blackpool), 2976 (Metrolink), 803 (Supertram), 537 (West Midlands Metro) Statistically significant decrease since 2017 67 Types of worrying/concerning behaviour (%) – 1

All networks Autumn Autumn Autumn Autumn Autumn Autumn 2018 2017 2016 2015 2014 2013 Rowdy behaviour 47 54 42 51 56 51 Passengers under influence of alcohol 29 28 22 26 25 29

Loud use of mobile phones 29 31 30 27 34 27 Passengers not paying their fares 24 34 18 23 21 20

Feet on seats 23 24 21 19 20 18

Music being played loudly 20 16 23 28 27 24 Passengers under influence of drugs 19 16 14 12 10 8 Abusive or threatening behaviour 17 13 15 15 14 12 Passengers not moving out of priority seats 16 22 15 17 11 N/A* Smoking 10 6 3 6 7 4 Graffiti/vandalism 3 5 2 3 8 2

*Not asked in 2013 Statistically significant increase since 2017 Q. Which of the following were the reasons for other passengers behaviour 15using you concern? No change Base: All experiencing worrying/concerning behaviour – 486 (All networks) Statistically significant decrease since 2017 68 Types of worrying/concerning behaviour (%) – 2

Manchester Sheffield

52 Rowdy behaviour 23 24 37 Passengers under 34 influence of alcohol 10 12 14 31 Loud use of mobile phones 4 24 33 Passengers not paying 28 their fares 3 13 14 25 Feet on seats 8 21 20 24 Music being played loudly 0 13 12 Passengers under 24 influence of drugs 0 0 7 Abusive or threatening 18 behaviour 11 0 17 Passengers not moving out 16 of priority seats 10 9 27 7 Smoking 0 0 4 6 Graffiti/vandalism 0 0 5

Statistically significant increase since 2017 Q. Which of the following were the reasons for other passengers behaviour causing you concern? Base: All experiencing worrying/concerning behaviour – 23 (Blackpool), 390 (Metrolink), 34 (Supertram), 39 (West No change Midlands Metro Statistically significant decrease since 2017 69 Tram Passenger Survey (TPS) – All networks

Passengers’ suggested improvements

70 Passengers’ suggested improvements: summary

60% of all passengers in 2018 had no suggestions for improvements

…of the 40% that did, the most common service areas for improvement were:

Seating and capacity 33

Frequency/routes 23

Fares/tickets 14

Tram: Design/comfort/condition 10

Passenger behaviour 6

Cleanliness of tram 6

Tram staff 6

Security 5

Tram stop 5

Other improvement 32

Statistically significant increase since 2017 No change Statistically significant decrease since 2017 71 Whether journey was better or worse than usual (%)

Total a little/much better Autumn Autumn Autumn Autumn Autumn Autumn 2018 2017 2016 2015 2014 2013

All networks* 12 12 73 2 1 24 19 17 20 20 19

Blackpool 16 6 73 4 1 23 22 23 25 28 29

Metrolink *Question not asked for Metrolink

Supertram 9 13 77 1 21 20 17 18 18 21 West Midlands 14 14 67 3 2 28 21 20 24 27 22 Metro

Much better A little better About the same A little worse Much worse

Statistically significant increase since 2017 Q. If you have used the tram before, how typical would you say today’s experience was? No change Base: All passengers who have previously used the tram - 1705 (All passengers), 401 (Blackpool), 781 (Supertram), 523 (West Midlands Metro Statistically significant decrease since 2017 72 Suggested improvements spontaneously mentioned by passengers (%) – 1

All networks Manchester 60 per cent ( ) of passengers could think of no improvement suggestions to 26 per cent ( ) of Blackpool 49 per cent ( ) of Metrolink make (2017: 63 per cent). Of the 40 per cent ( ) who did, their suggestions passengers suggested an passengers suggested an are shown below (2017: 37 per cent) Autumn Autumn Autumn improvement (2017: 21 per cent) improvement (2017: 42 per cent) 2018 2017 2016 Seating and capacity 33 19 19 17 1 Frequency/routes 23 10 17 24 Fares/tickets 20 14 11 15 Tram: Design/comfort/condition 10 15 10 14 6 Passenger behaviour 14 13 6 4 6 Cleanliness of tram 6 6 8 4 1 Tram staff 6 6 8 8 5 Security 5 8 7 0 2 Tram stop 5 3 16 4 Information about routes 7 4 12 2 Tram: On-board amenities 6 8 4 6 2 Punctuality 3 4 4 2 3 Journey times 3 2 4 2 3 Real time information/ updates at the tram stop 2 5 3 1 7 Comment about another journey 2 3 2 1 0 Real time information/updates via online sources 2 2 1 1 Disabled provision 2 1 0 7 External factors 2 1 1 0 2 Pushchair provision 1 1 1 2 1 Other 7 1 4 7 6

Statistically significant increase since 2017 No change Statistically significant decrease since 2017 73 Suggested improvements spontaneously mentioned by passengers (%) – 2

Sheffield

29 per cent ( ) of Supertram 40 per cent ( ) of West Midlands passengers suggested an Metro passengers suggested an improvement (2017: 29 per cent) improvement (2017: 39 per cent)

Seating and capacity 1 Frequency/routes 16 21 Fares/tickets 10 8 Tram: Design/comfort/condition 13 26 Passenger behaviour 5 2 Cleanliness of tram 1 0 Tram staff 6 6 Security 3 2 Tram stop 2 3 Information about routes 8 4 Tram: On-board amenities 7 7 Punctuality 10 6 Journey times 1 2 Real time information/ updates at the tram… 11 3 Comment about another journey 11 2 Real time information/updates via online… 2 2 Disabled provision 0 1 External factors 12 0 Pushchair provision 2 1 Other 0 12

Statistically significant increase since 2017 No change Statistically significant decrease since 2017 74 Tram Passenger Survey (TPS) – All networks

Opinion of trams in the local area

75 Opinion of trams in the local area: summary All Networks

All networks Autumn Autumn Autumn Autumn Autumn Autumn General opinion of services in area: 2018 2017 2016 2015 2014 2013

Ease of buying tickets 87 86 86 85 84 89

Reliability* 82 82 N/A* N/A* N/A* N/A*

Frequency 83 83 84 82 80 78

Range of tickets available 73 77 77 76 71 N/A*

Range of payment options available 81 82 78 N/A** N/A** N/A**

Ease of getting to local amenities 90 88 87 87 86 86

Connections with other modes 89 89 87 88 86 87

*Statement changed in 2017 from ‘Punctuality’ to ‘Reliability’. Comparisons with previous years are therefore not shown **Not asked before 2016

Statistically significant increase since 2017 No change Statistically significant decrease since 2017 76 Satisfaction with the reliability of service (running on time) (%)

Total fairly/very satisfied AutumnAutumn Autumn Autumn Autumn Autumn 2018 2017 2016 2015 2014 2013

All networks 41 41 9 7 3 82 82 83 82 79 75

Blackpool 77 17 4 11 94 91 90 94 88 94

Metrolink 36 46 9 7 2 82 80 79 76 70 58

Supertram 41 41 8 8 2 82 76 80 85 81 84

West Midlands 39 36 11 9 6 Metro 74 88 86 86 84 85

Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied

*Statement changed in 2017 from ‘Punctuality’ to ‘Reliability’

Statistically significant increase since 2017 Q. How satisfied are you overall with the reliability (running on time) of tram services? No change Base: All passengers – 4491 (All networks), 473 (Blackpool), 2736 (Metrolink), 761 (Supertram), 521 (West Statistically significant decrease since 2017 Midlands Metro) 77 Satisfaction with the frequency of service (how often trams run) (%)

Total fairly/very satisfied Autumn Autumn Autumn Autumn Autumn Autumn 2018 2017 2016 2015 2014 2013

All networks 45 38 8 7 3 83 83 84 82 80 78

Blackpool 77 17 3 21 94 94 89 87 84 90

Metrolink 38 42 8 7 4 81 80 80 75 72 66

Supertram 44 42 8 5 1 85 80 81 87 84 86

West Midlands 45 32 8 10 5 Metro 77 87 86 89 85 87

Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied

Statistically significant increase since 2017 Q. How satisfied are you overall with the frequency (how often trams run)? No change Base: All passengers – 4546 (All networks), 476 (Blackpool), 2794 (Metrolink), 755 (Sheffield), 521 (West Statistically significant decrease since 2017 Midlands Metro) 78 Connections with other forms of transport (%)

Total fairly/very satisfied Autumn Autumn Autumn Autumn Autumn Autumn 2018 2017 2016 2015 2014 2013

All networks 50 39 8 21 89 89 87 88 86 87

Blackpool 64 27 8 11 91 87 89 87 88 85

Metrolink 47 42 7 3 2 88 88 86 86 82 84

Supertram 52 38 8 2 1 89 90 90 90 91 90

West Midlands 53 36 9 2* 89 90 89 89 86 89 Metro

Very good Good Neither/nor Poor Very poor

Statistically significant increase since 2017 Q. How would you rate the tram service for connecting with other forms of public transport? No change Base: All passengers – 4408 (All networks), 442 (Blackpool), 2683 (Metrolink), 760 (Supertram), 523 (West Midlands Statistically significant decrease since 2017 Metro) 79 Tram Passenger Survey (TPS) – All networks

Appendix 1: the passenger and journey context

80 Blackpool passengers: summary

Overview of passenger demographics Disability Age 0% Autumn Autumn Access to private transport Autumn 2018 2018 3% 2018 13% 5% 16-34 23 27% Yes 20 11% Easy 48 51% 35-59 35 No Moderate 37 71 45% 36% 60+ 39 Not stated 9 41% Difficult 13 68% Not stated 2 Not stated 1

Passengers’ postcodes relative to tram network

Statistically significant increase since 2017 No change Statistically significant decrease since 2017 81 Metrolink passengers: summary

Overview of passenger demographics Age Autumn Disability Autumn Access to private transport Autumn 2018 2018 2018 * 16-34 45 6 3 Easy 37 24 19 Yes 14 22 35 Moderate 35-59 34 No 79 41 46 Difficult 60+ 19 Not stated 7 15 41 Not stated 3 75 34 Not stated 2

Passengers’ postcodes relative to tram network

Statistically significant increase since 2017 No change Statistically significant decrease since 2017 82 Sheffield passengers: summary

Overview of passenger demographics Age Autumn Disability Autumn Access to private transport Autumn 2018 2018 1% 2018 5% Yes Easy 26% 16-34 37 23% 18 37 30% 27% 39% Moderate 35-59 35 No 74 51 Difficult 24 9 10 60+ Not 72% 2 44% 3 stated 33% Not stated

Passengers’ postcodes relative to tram network

Statistically significant increase since 2017 No change Statistically significant decrease since 2017 83 West Midlands Metro passengers: summary

Overview of passenger demographics Age Autumn Disability Autumn Access to private transport Autumn 2018 2018 2018 1 43 4 2 Easy 40 13 16-34 22 Yes 15 26 Moderate 40 35-59 35 No 77 37 41

60+ 17 Not stated 9 Limited/none 11 47 Not stated 4 74 35 Not stated 9

Passengers’ postcodes relative to tram network

Statistically significant increase since 2017 No change Statistically significant decrease since 2017 84 Passenger profile (%)

All networks Autumn Autumn Autumn Autumn Autumn Autumn 2016 2015 Manchester Age 2018 2017 2014 2013 Sheffield

16 to 34 32 41 37 42 48 48 13 35 30 40 35 to 59 42 35 38 37 31 33 36 41 44 47 Over 60 26 21 21 19 20 19 51 24 26 13 Not stated* * 3 4 2 N/A* N/A* 0 * * *

Access to private transport Easy 41 42 40 39 42 40 45 41 39 37 Moderate 35 44 45 44 42 44 41 34 33 35 Limited/none 22 13 13 13 14 14 11 22 27 26 Not stated 3 2 2 4 2 2 3 3 2 2

Has a disability

Yes 20 17 16 14 13 10 27 19 23 22

Ticket type

Free pass holders 21 19 20 18 18 17 16 18 24 16 Fare-payers 79 81 80 82 82 83 84 82 76 84

*The weighting process for 2015 was adapted to include passengers choosing not to provide their age and gender, Statistically significant increase since 2017 in line with BPS. This allows their answers to not be wasted No change Base: All passengers – 4864 (All networks), 514 (Blackpool), 2987 (Metrolink), 809 Statistically significant decrease since 2017 (Supertram), 554 (West Midlands Metro) 85 Journey purpose (%) – 1

All networks Autumn Autumn Autumn Autumn Autumn Autumn 2018 2017 2016 2015 2014 2013 Travelling to/from work 40 40 39 41 40 44

Leisure trip 20 17 17 16 18 12

Shopping trip 14 13 14 13 11 16

Visiting friends or relatives 8 7 7 7 8 9

Travelling to/from education 5 10 8 9 10 8

On personal business 3 4 4 5 5 4

Health visit 3 3 2 2 1 1

On company business 3 3 4 3 2 3

Other 5 3 4 4 4 3

Statistically significant increase since 2017 Q. What is the main purpose of your tram journey today? No change Base: All passengers – 4774 Statistically significant decrease since 2017 86 Journey purpose (%) – 2

Sheffield Manchester Significant Significant Significant Significant change change change change Travelling to/from work 13 43 39 51

Leisure trip 54 17 14 9

Shopping trip 15 12 21 16

Visiting friends or relatives 7 9 7 5

Travelling to/from education 1 4 6 10

On personal business 3 3 2 2

Health visit 1 3 4 1

On company business 0 3 2 2

Other 7 5 5 4

Statistically significant increase since 2017 Q. What is the main purpose of your tram journey today? No change Base: All passengers – 505 (Blackpool), 2921 (Metrolink), 794 (Supertram), 554 (West Midlands Metro) Statistically significant decrease since 2017 87 Frequency of using the tram (%) – 1

All networks Autumn Autumn Autumn Autumn Autumn Autumn 2018 2017 2016 2015 2014 2013

5 or more days a week 36 38 38 40 40 43

3 or 4 days a week 18 18 19 18 16 18

Once or twice a week 19 23 20 18 18 18

Once a fortnight 7 7 6 7 7 6

Once a month 6 5 5 5 5 5

Less frequently 10 8 8 8 10 8

Statistically significant increase since 2017 No change Q. How often do you typically travel by tram? Base: All passengers – 4758 (All networks) Statistically significant decrease since 2017 88 Frequency of using the tram (%) – 2

Manchester Sheffield Significant Significant Significant Significant change change change change

5 or more days a week 19 37 37 46

3 or 4 days a week 14 18 22 19

Once or twice a week 9 22 21 13

Once a fortnight 2 9 6 5

Once a month 3 7 6 7

Less frequently 36 7 7 8

Statistically significant increase since 2017 Q. How often do you typically travel by tram? No change Base: All passengers – 490 (Blackpool), 2933 (Metrolink), 794 (Supertram), 541 (West Midlands Metro) Statistically significant decrease since 2017 89 Ticket type and modes of transport permitted on (%) – 1

Autumn All networks Autumn Autumn Autumn Autumn Autumn 2018 2017 2016 2015 2014 2013

1 day ticket/saver 14 12 11 15 12 11 2 days to 1 week season/saver 14 12 12 12 12 15 Over 1 week to 1 month season/saver 16 14 14 14 16 15 Over 1 month season ticket/saver 4 5 6 6 5 7 Sub-total: season/saver 48 44 44 48 46 49 Single/return ticket 28 31 30 30 32 29 Concessionary/free pass 21 19 20 18 18 17 Other (e.g. park and ride) 3 5 6 4 5 4

Autumn Autumn Autumn Autumn Autumn Autumn 2017 2016 2015 2014 2013 2018

Tram only 59 55 58 56 53 15 Train and 2 2 3 2 3 15 tram 58 Bus and 26 29 25 30 26 11 tram Train, bus 13 14 14 12 18 and tram

Statistically significant increase since 2017 Q. What type of ticket or pass did you use for this journey? Base: All passengers – 4792 (All networks) Q: What modes of transport does your ticket allow you to travel on? Base: All passengers - 4822 (All networks) No change Statistically significant decrease since 2017 90 Ticket type and modes of transport permitted on (%) – 2

Autumn Significant Autumn Significant 2018 change 2018 change 1 day ticket/saver 37

2 days to 1 week season/saver 29 2 Tram only 19 Over 1 week to 1 month season/saver 4 Over 1 month season ticket/saver * Bus and Sub-total: season/saver 70 tram Single/return ticket 8 79 Concessionary/free pass 16 Train, bus and tram Other (e.g. park and ride) 6

Manchester Autumn Significant Autumn Significant 2018 change 2018 change 1 day ticket/saver 9 Tram only 2 days to 1 week season/saver 11 17 Over 1 week to 1 month season/saver 16 Train and Over 1 month season ticket/saver 4 8 tram 3 Sub-total: season/saver 39 Bus and 71 tram Single/return ticket 37 Concessionary/free pass 22 Train, bus and tram Other (e.g. park and ride) 2

Q. What type of ticket or pass did you use for this journey? Base: All passengers – 514 Statistically significant increase since 2017 (Blackpool), 2987 (Metrolink) No change Q: What modes of transport does your ticket allow you to travel on? Base: All passengers – 506 Statistically significant decrease since 2017 (Blackpool), 2958 (Metrolink) 91 Ticket type and modes of transport permitted on (%) – 3

Significant Autumn Significant Sheffield change 2018 change 1 day ticket/saver 18 Tram only 2 days to 1 week season/saver 23 11 Over 1 week to 1 month season/saver 16 Train and Over 1 month season ticket/saver 1 47 tram Sub-total: season/saver 59 40 Bus and Single/return ticket 13 tram Concessionary/free pass 24 2 Train, bus and tram Other (e.g. park and ride) 4

Significant Autumn Significant change 2018 change 1 day ticket/saver 9 Tram only 2 days to 1 week season/saver 5 Over 1 week to 1 month season/saver 29 24 Train and Over 1 month season ticket/saver 15 43 tram Sub-total: season/saver 58 Bus and Single/return ticket 23 tram 31 2 Concessionary/free pass 16 Train, bus and tram Other (e.g. park and ride) 3

Statistically significant increase since 2017 Q. What type of ticket or pass did you use for this journey? Base: All passengers – 809 (Supertram), 554 (West Midlands Metro) No change Q: What modes of transport does your ticket allow you to travel on? Base: All passengers - 786 (Supertram), 542 Statistically significant decrease since 2017 (West Midlands Metro) 92 Method of buying ticket and ticket format (%) – 1

All networks* 87 per cent ( ) were very or fairly satisfied with the ease of buying a ticket (2017: 86 per cent) Autumn Autumn Autumn Autumn Autumn Autumn 2018 2017 2016 2015 2014 2013 * Ticket machine at stop 47 62 61 68 68 66 *Conductor/tram staff/bus driver Via an app 12 9 8 1 N/A** N/A** Travel shop 6 7 10 12 14 13 Rail/bus company 3 5 6 6 6 7 Direct from the tram company 7 8 8 7 6 6 Local shop or post office 1 1 2 2 3 3 Direct debit through work/college 2 3 2 2 1 1 Other 6 4 4 4 2 3

Autumn Autumn Autumn Autumn Autumn Autumn 2018 2017 2016 2015 2014 2013

Paper ticket/pass 50 52 59 60 63 2 24 Photocard pass 15 26 19 22 29 47 Plastic card 26 19 19 15 6 13

15 Ticket on 8 3 1 0 0 mobile

Other format 1 1 1 2 2

Statistically significant increase since 2017 Q. How did you buy that ticket or pass? Base: All fare-paying passengers – 4808 (All passengers), No change Q. In what format was your ticket? Base: All passengers – 4780 (All networks) Statistically significant decrease since 2017

*Ticket machines asked only for Metrolink, Midland Metro and NET (in 2014). Conductors/tram staff asked only for Blackpool, West Midlands Metro and Supertram. 93 **Not asked before 2015 Method of buying ticket and ticket format (%) – 2

97 per cent ( ) were very or fairly satisfied with the ease of buying a ticket (2017: 98 per cent) Autumn Significant Autumn Significant 2018 change 2018 change * Ticket machine at stop Paper *Conductor/tram staff/bus driver 60 ticket/pass 4 Via an app 4 6 7 Photocard Travel shop 3 pass 11 Rail/bus company 1 Plastic card Direct from the tram company 4 70 Local shop or post office 4 Ticket on mobile Direct debit through work/college * Other Other 7 format

82 per cent ( ) were very or fairly satisfied with the ease of buying a ticket (2017: 82 per cent) Significant Manchester Autumn Significant change 2017 change * Ticket machine at stop 46 Paper *Conductor/tram staff/bus driver N/A* ticket/pass 1 Via an app 19 20 Photocard Travel shop 6 pass Rail/bus company 3 48 Plastic 18 card Direct from the tram company 1 Local shop or post office * Ticket on 13 mobile Direct debit through work/college 2 Other Other 2 format Statistically significant increase since 2017 Q. How did you buy that ticket or pass? Base: All fare-paying passengers – 503 (Blackpool), 2952 No change (Metrolink) Statistically significant decrease since 2017 Q. In what format was your ticket? Base: All passengers –503 (Blackpool), 2955 (Metrolink)

*Ticket machines asked only for Metrolink, Midland Metro and NET (in 2014). Conductors/tram staff asked only for Blackpool, West Midlands Metro and Supertram. 94 Method of buying ticket and ticket format (%) – 3

90 per cent ( ) were very or fairly satisfied with the ease of buying a ticket (2017: 89 per cent) Sheffield Significant Autumn Significant change 2017 change * Ticket machine at stop Paper *Conductor/tram staff/bus driver 47 ticket/pass 2 Via an app 0 Photocard Travel shop 4 39 pass 41 Rail/bus company 7 Plastic card Direct from the tram company 13 Local shop or post office 1 Ticket on 3 15 mobile Direct debit through work/college 1 Other Other 1 format

90 per cent ( ) were very or fairly satisfied with the ease of buying a ticket (2017: 86 per cent) Significant Autumn Significant change 2017 change * Ticket machine at stop 0 *Conductor/tram staff/bus driver 32 Paper ticket/pass Via an app 0 2 Photocard Travel shop 11 32 35 pass Rail/bus company 3 Plastic Direct from the tram company 28 card 4 Local shop or post office 3 Ticket on 27 mobile Direct debit through work/college 5 Other Other 6 format Statistically significant increase since 2017 No change Q. How did you buy that ticket or pass? Base: All fare-paying passengers – 799 (Supertram), 554 (West Midlands Metro) Statistically significant decrease since 2017 Q. In what format was your ticket? Base: All passengers – 797 (Supertram), 525 (West Midlands Metro)

*Ticket machines asked only for Metrolink, West Midlands Metro Conductors/tram staff asked only for Blackpool, West Midlands Metro and Supertram. 95 How got to and from the tram stop (%) – 1

All networks Autumn Autumn Autumn Autumn Autumn Autumn 2018 2017 2016 2015 2014 2013

On foot 68 68 64 63 65 64 75 77 75 74 75 74

Cycled * 0 0 0 0 0 * 0 0 0 0 0

Car - picked up / 3 5 5 5 5 5 dropped off 2 2 2 4 3 3

Car - park and ride 5 9 10 9 8 8 4 4 4 4 4 4

Car - parked 5 3 4 2 5 3 elsewhere 3 2 2 2 2 2

Taxi 1 0 N/A* N/A* N/A* N/A* 1 1 N/A* N/A* N/A* N/A*

Bus/coach 9 8 11 12 12 13 9 8 10 10 12 12

Train 4 5 5 6 4 5 4 4 5 5 4 5

Tram 3 2 3 4 2 2 2 2 3 2 2 2

Other * 0 1 1 1 1 1 1 1 3 2 1

Got to tram stop Left tram stop Statistically significant increase since 2017 *Not asked before 2017 Q: How did you get to/from the tram stop where you boarded/left the tram today? No change Base: All passengers – 4797 (All networks) Statistically significant decrease since 2017 96 How got to and from the tram stop (%) – 2

Significant Sheffield Significant Significant change Manchester change change

On foot 81 69 66 57 85 75 75 64

Cycled * * * 0 1 * * 1

Car - picked up / 1 4 3 4 dropped off * 2 1 2

Car - park and ride 0 6 7 6 0 4 4 5

Car - parked elsewhere 3 5 4 6 2 3 2 3

Taxi * 1 * 1 1 1 * 1

Bus/coach 8 6 13 18 8 6 12 17

Train * 5 3 6 2 5 2 4

Tram 4 4 2 0 1 3 2 0

Other 1 * 1 * 1 1 * 1 Got to tram stop Left tram stop

Statistically significant increase since 2017 Q: How did you get to/from the tram stop where you boarded/left the tram today? No change Base: All passengers – 608 (Blackpool), 2844 (Metrolink), 798 (Supertram), 547 (West Midlands Metro) Statistically significant decrease since 2017 *Indicates a proportion lower than 1% 97 Sources for tram information (%) – 1

Autumn Autumn All networks* Autumn Autumn Autumn Autumn 2018 2017 2016 2015 2014 2013 Tram operator website 50 55 54 60 55 58

Ask tram staff 29 21 24 26 25 25

Social media 24 N/A*** N/A*** N/A*** N/A*** N/A***

Council website 24 21 21 23 20 29

Smartphone app 17 13 11 13 11 10

Phone tram operator 12 13 9 12 12 12

Travel shop/centre 12 7 8 11 12 10

Phone council/ traveline 9 5 5 6 6 7

Other travel website 8 7 6 9 6 6

Ask friend/ relative 7 7 8 10 11 12

From a park and ride kiosk. Information 4 4 4 3 N/A* board 6 4 Other 4 2 5 3 4

*Question not asked for this network in this wave of the survey ** ‘Phone council’ and ‘Travel shop’ before 2016 ***New code added tin 2018 Statistically significant increase since 2017 Q. If you needed information about your local tram services, e.g. times, fares, where would you obtain that information? No change (Multiple answers allowed) Statistically significant decrease since 2017 Base: All passengers – 2583 (All networks) 98 Sources for tram information (%) – 2

Manchester Sheffield

54 Tram operator website 45 Question not asked 50 for Metrolink 21 Ask tram staff 41 27 17 Social media 8 0 26 Council website 6 35 23 Smartphone app 15 14

Phone tram operator 14 11 0

Travel shop/centre 14 11 10

Phone council/ traveline 0 9 9

Other travel website 0 7 10

Ask friend/ relative 6 8 6 From a park and ride kiosk. Information board 0 0 6 Other 3 6 2 *Question not asked for this network in this wave of the survey ** ‘Phone council’ and ‘Travel shop’ before 2016

Statistically significant increase since 2017 Q. If you needed information about your local tram services, e.g. times, fares, where would you obtain that information? No change Base: All passengers – 490 (Blackpool), 778 (Supertram), 537 (West Midlands Metro) Statistically significant decrease since 2017 99 Reasons for choosing the tram (%) – 1

All networks Autumn Autumn Autumn Autumn Autumn Autumn 2018 2017 2016 2015 2014 2013 Best way to get where I am going 44 45 46 31 30 31 More convenient than the car (e.g. parking) 33 36 32 19 22 20

Quicker than other transport 29 27 32 18 17 15 Tram more comfortable than other transport 15 14 18 5 5 4 Didn't have the option of travelling by 14 other means 16 13 14 13 15 Cheaper than the car 10 10 11 4 4 5 Cheaper than other transport 7 10 7 3 3 3 For the experience of riding the tram 5 4 5 2 2 N/A** Other 7 4 5 3 4 6

**Not asked in 2013

Statistically significant increase since 2017 No change Q. What was the main reason you chose to take the tram for this journey? Base: All passengers – 4310 (All networks) Statistically significant decrease since 2017 100 Reasons for choosing the tram (%) – 2

Manchester Sheffield

Best way to get where I 40 51 50 am going 45

Mopre convenient than 37 26 30 the car (e.g. parking) 27

Quicker than other 30 27 35 transport 14

Tram more comfortable 14 22 9 than other transport 16

Didn't have the option of 15 17 9 travelling by other means 14

Cheaper than the car 6 9 9 15

Cheaper than other 8 5 9 transport 3

For the experience of 3 6 3 riding the tram 20

Other 6 9 5 5

Statistically significant increase since 2017 No change Q. What was the main reason you chose to take the tram for this journey? Base: All passengers – 514 (Blackpool), 2987 (Metrolink), 809 (Supertram), 554 (West Midlands Metro) Statistically significant decrease since 2017 101 Factors preventing more journeys being made (%) – 1

All networks Autumn Autumn Autumn Autumn Autumn Autumn 2018 2017 2016 2015 2014 2013 Level of crowding on board 29 40 37 32 35 46

Places reachable 27 39 43 37 34 41 Tram network improvement 15 21 25 33 29 N/A* works* Cost of using trams 15 22 20 21 23 26

Journey times 12 14 15 14 12 13

Concern for personal safety 10 11 8 7 6 8

Reliability of trams 10 16 14 13 16 25

Frequency of trams 8 10 10 10 10 13

Comfort of trams 5 7 7 4 6 6

Understanding the fares 3 2 2 3 3 3 Understanding the ticket 2 machines 2 2 2 2 1

*Improvement works not asked in 2013. Its addition could have caused the significant drops in the other factors Statistically significant increase since 2017 Q. Have any of the following frequently stopped you making journeys by tram? (More than one answer permissible) No change Base: All previously using the tram – 4864 (All networks) Statistically significant decrease since 2017 102 Factors preventing more journeys being made (%) – 2

Manchester Sheffield

Level of crowding on 19 33 20 30 board Places reachable 14 28 37 24 Tram network 2 15 26 12 improvement works* Cost of using trams 5 19 10 11

Journey times 3 15 7 10 Concern for personal 1 15 4 4 safety Reliability of trams 4 10 7 16

Frequency of trams 4 8 10 11

Comfort of trams 1 5 3 12

Understanding the fares 1 3 2 4 Understanding the ticket 1 2 1 3 machines

*Improvement works not asked in 2013. Its addition could have caused the significant drops in the other factors Statistically significant increase since 2017 Q. Have any of the following frequently stopped you making journeys by tram? (More than one answer permissible) No change Base: All passengers – 514 (Blackpool), 2987 (Metrolink), 809 (Supertram), 554 (West Midlands Metro) Statistically significant decrease since 2017 103 Tram Passenger Survey (TPS) Appendix 2 – Further details on survey background and method

104 Methodology – fieldwork

Fieldwork: 7 September and 8 December 2018 (with a gap for half term between 22 October and 4 November, depending on the area)

Interviewer shifts: covered all days of the week and ran from 6am to 10pm. Each interviewer worked a three-hour shift.

Method: choice of either paper questionnaire or online self-completion questionnaire.

Sample size: • Blackpool: 514 interviews (457 paper and 57 online) • Manchester Metrolink: 2,987 interviews (2,415 paper and 572 online) • West Midlands Metro: 554 interviews (393 paper and 161 online) • Sheffield Supertram: 809 interviews (726 paper and 83 online)

Research agency: AECOM.

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.

105 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.

Autumn 2018 comparison: this report shows results from Autumn 2018 at the ‘All networks’ level only. Full 2018 comparisons for each network can be found in the individual network reports.

Significant changes are shown at the 95% confidence level. / / symbols are used throughout this report to indicate positive or negative significant changes.

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: for Manchester Metrolink and Sheffield Supertram this was by line • Age: 16-34, 35-59, 60+ • Gender: male, female • Time/day travelled: weekday peak, weekday off peak and weekend

A rim weight by volume of passengers using each network was also applied. This was sourced from Department for Transport (DfT) data for Blackpool, West Midlands Metro and Sheffield Supertram. Data for Metrolink was sourced from the network, to provide the most up-to-date figures for each of their lines.

The full details of the weighting matrix can be found in the TPS Autumn 2018 technical report.

106 Methodology – themes that are affecting overall passenger satisfaction charts (1)

The approach to identifying themes that affect overall passenger satisfaction is split into two stages. At the first stage, we took all 25 individual satisfaction measures from the survey (apart from the overall journey satisfaction) and formed them into themes using a statistical technique known as factor analysis, which groups together those satisfaction measures that are responded to similarly within the data. For instance, where high or low scores are given for measure ‘x’, there tends to be a similar rating for measures ‘y’ and ‘z’, so the ‘factor’ or theme becomes ‘A’. Through this process we identified ten themes, which are shown below, alongside measures that formed each theme:

Theme (factor) Questions 1 On tram environment and comfort • Sufficient room for all the passengers to sit/stand • The comfort of the seats • The amount of personal space you had around you • Provision of grab rails to hold on to when standing/moving about the tram • The temperature inside the tram 2 Tram stop condition • Its general condition/standard of maintenance • Its freedom from graffiti/vandalism • Its freedom from litter 3 Boarding the tram • The ease of getting on to and off of the tram • The length of time it took to board the tram 4 Timeliness • The length of time you had to wait for the tram • The punctuality of the tram 5 Access to the tram stop • Its distance from your journey start e.g. home, shops • The convenience/accessibility of its location 6 Personal safety throughout journey • Behaviour of fellow passengers waiting at the stop • Your personal safety whilst at the tram stop • Your personal security whilst on the tram 7 Cleanliness and condition of the tram • The cleanliness and condition of the outside of the tram • The cleanliness and condition of the inside of the tram 8 Smoothness/speed of tram • The amount of time the journey took • Smoothness/freedom from jolting during the journey 9 Information throughout journey • The information provided at the tram stop • Route/destination information on the outside of the tram • The information provided inside the tram 10 Value for money • How satisfied were you with the value for money of your tram journey?

107 Methodology – themes that are affecting overall passenger satisfaction charts (2)

For the second stage, these themes were then used to identify how much effect each one has on passengers’ rating for overall journey satisfaction, by means of a key driver analysis.

The square diagrams show the proportional influence that each theme has on satisfaction for that area/operator. They should be read like a pie chart where the slices or portions are relative to each other and together add up to 100%. So in the example below, the theme of ‘on tram environment and comfort’ which is shaded red, has the greatest influence on satisfaction, followed by ‘smoothness/speed of tram’, while themes such as ‘boarding the tram’ and ‘information throughout journey’ have relatively less influence here.

This analysis was conducted on fare-paying passengers only, so that the influence of value for money could be included. It also combines data from 2018 and 2017 surveys to increase robustness. The analysis excludes satisfaction measures relating to tram staff; due to differences in staff availability across the networks not all TPS questionnaires feature questions about tram staff. In order to run the analysis in a consistent and practical manner all staff measures have been excluded.

There are noticeable and interesting differences in the impact of different themes between the various tram networks.

108 Tram Passenger Survey (TPS) Appendix 3 – Example of standard questionnaire Individual network questionnaires differed slightly to reflect local geography, presence of conductors and/or ticket machines, ticket types available, etc.

109 110 111 112 113 Tram Passenger Survey (TPS) – All networks

Autumn 2018 results Transport Focus, Fleetbank House, 2-6 Salisbury Square, London, EC4Y 8JX April 2019 [email protected]