Tram Passenger Survey (TPS) – Sheffield
Autumn 2017 results Rosie Giles Tel: 0300 123 0842 Email: [email protected] March 2018
Insight Team, Transport Focus, Fleetbank House, 2-6 Salisbury Square, London, EC4Y 8JX
Sheffield Sheffield Contents
Overview • Context to the survey 3 • Summary of 2017 findings 6
The findings • Experience and opinions of the journey 14 • Waiting at the stop 22 • The tram 29 • Negative experiences during the journey 34 • Passengers’ suggested improvements 38 • Opinion of trams in local area 41
Further information • Appendix 1: Passenger and journey context 44 • Appendix 2: Further detail on survey background and method 61 • Appendix 3: Questionnaire 67
2 Tram Passenger Survey (TPS) Sheffield
Context to the survey
3 Background to the 2017 survey The Tram Passenger Survey (TPS)
• The TPS provides a consistent, robust measurement of passenger satisfaction with tram services in Britain • It also informs our understanding of barriers to (greater) tram use, how to encourage greater use, and how to improve the passenger experience • 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 2017 TPS covered tram services in Manchester, Birmingham, Blackpool, Nottingham, Sheffield and Glasgow*. Edinburgh Trams was covered in 2014-2016.
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 18 September and 8 December 2017
1054 surveys were completed for Sheffield Supertram in autumn 2017
For further details of the survey method, see Appendix
*Glasgow Subway was included for the first time in 2017. Due to the difference of this Subway network compared to tram networks it 4 is excluded from this report, as well as any ‘All Networks’ results, and can be found in a separate report. The Sheffield network in context
The Passenger Ticket Information at stops Frequency Engineering disruptions/other notes Network Journeys Purchasing TVMs at Mon-Sat: every Sheffield 3 lines Info boards at stops 12.6* stops 5-20 mins 48 stops (TTs, fares) • No significant issues affecting fieldwork million Conductors Sun: 10-20 18 miles Passenger Info Displays on board mins
TVMs at Mon-Sat: every 1 line Info boards at stops • Blackpool illuminations 1 Sep to 5 Nov 2017 5.1* 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 on board mins • No significant issues affected fieldwork • Airport line opened late 2014, covered for first time in 2015 • Exchange Square and link with Victoria opened TVMs at Info boards all stops Mon-Sat: every 7 lines (TTs, fares) in December 2015 Manchester 40.7** stops 6-12 mins • Increasing use of double carriage trams 93 stops million Conductors Passenger Info Displays Sun: 12-15 • Second City Crossing opened in February 2017 57 miles (Not all stops on Bury and on board mins enabling quicker journeys across the city Altrincham lines) • A tram collision on the 10th November 2017 affected two shifts which were rescheduled due to no trams running • 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 Midland 6.2* stops 26 stops stops (TTs, fares) 6-15 mins • Network improvement works meant that two tram Metro million Conductors 13 miles Passenger Info Displays Sun: 15 mins stops at the Wolverhampton end of the route on board were closed for the duration of fieldwork in 2017 (Wolverhampton St George’s and The Royal) TVMs at Nottingham 2 lines Info boards all stops Mon-Sat: every 16.4* stops 3-15 mins 50 stops (TTs, fares) • No significant issues affecting fieldwork million Conductors 20 miles Passenger Info Displays on board Sun: 5-15 mins
*Source: Department for Transport, Passenger journeys on light rail and trams by system in England, 2016/17 5 **Source: Direct from operator Tram Passenger Survey (TPS) – Sheffield
Key findings
6 Figures shown are total very or fairly satisfied. 7 Last year’s figure is shown in grey Passenger experience: a snapshot
Overall journey satisfaction: Overall journey satisfaction: 2017 trend over time
All networks* Blackpool Metrolink Midland Metro Nottingham Sheffield 2013 2014 2015 2016 2017 Sheffield 100 95
All Networks* 91 90 97
80 Midland 90 Metro Manchester 89 70 Nottingham 92 60
50 *All networks includes different networks each year. 2013 and 2017 exclude Edinburgh Trams. 2013-2017 exclude Glasgow Subway
8 What makes a satisfactory or great journey on Supertram? The top factors linked to overall journey satisfaction*
What makes a satisfactory journey? What makes a great journey?
2% 3% 1%
3%
Cleanliness and condition of the tram Tram stop condition 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 2016 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.
9 Passenger experience in Sheffield 2017: across the network
All Blue/Purple Sheffield Yellow route Networks route Satisfaction with key measures:
Overall journey 95 91 94 96 Value for Money 74 68 76 73 Punctuality 82 88 77 86 Overall stop 90 90 90 90
Satisfaction with other measures which make a satisfactory journey: Length of time 88 83 89 waiting for the tram 86
Satisfaction with other measures which make a great journey: Space to sit/ stand on board 84 75 82 86 Comfort of the seats 88 75 85 90 Amount of personal space on board 81 72 79 83 Provision of grab rails 88 81 86 90 Temperature on board 85 82 84 87
10 11 Summary of key findings (1)
• In the 2017 wave of the Tram Passenger Survey 95 per cent of Supertram passengers are satisfied with their journey overall. This is a significant increase compared to 2016 (91 per cent). Two thirds of passengers (66 per cent) are ‘very satisfied’ with their journey overall
• Overall journey satisfaction is higher than the same measure on the Bus Passengers Survey for bus services in South Yorkshire (87 per cent satisfied)
• Overall satisfaction is quite consistent across different passenger groups. There have been significant increases in satisfaction amongst male passengers, those aged 16-34, commuters and fare payers
• The key factor which makes journeys satisfactory on Supertram is the timeliness of trams. Satisfaction with punctuality and the length of time waiting for the tram have remained consistent with last year. Satisfaction with punctuality remains the same as 2016 (82 per cent satisfied); satisfaction with wait time edges upwards from 84 per cent in 2016 to 86 per cent
• The key factor which makes journeys great on Supertram is the on board environment and comfort. Satisfaction is generally high for aspects linked to this, in particular the comfort of the seats and provision of grab rails – 88 per cent are satisfied with both aspects of the on board experience. The lowest rated aspect is the amount of personal space on board, which has increased significantly this year from 74 per cent to 81 per cent
• Amongst fare-paying passengers, 74 per cent are satisfied with value for money. This is an upwards movement from 71 per cent in 2016. Those aged 16-34 are less satisfied with value for money (67 per cent)
• When evaluating value for money, the most important factors are the cost of the tram versus other modes of transport and the cost for the distance travelled
12 Summary of key findings (2)
• When comparing the two lines in Sheffield (Blue/Purple and Yellow) overall satisfaction is marginally higher on the Yellow line: 96 per cent compared to 94 per cent on the Blue/Purple line. Passengers are considerably more satisfied with punctuality on the Yellow line (86 per cent compared to 77 per cent), as well as with many aspects of on board environment and comfort
• 29 per cent of passengers spontaneously mention an improvement that could have been made to their journey (37 per cent in 2016). The most common improvement mentioned relates to having real time information and updates at the tram stop
• Other improvements relate to punctuality of the tram and the design, comfort and condition of the vehicles
• 11 per cent of passengers experienced a delay on their journey (2016: 16 per cent). When delays occurred they lasted 8 minutes on average
• Just less than half of all passengers (48 per cent) are using Supertram to commute. 38 per cent are travelling for work; 10 per cent for education
• Two thirds of passengers (64 per cent) purchase their ticket from a conductor. There is a relatively even split between paper tickets (44 per cent) and tickets on a plastic card (39 per cent). Only 2 per cent use an m-ticket, although this is significantly higher than 2016 (0 per cent)
13 Tram Passenger Survey (TPS) – Sheffield
Experience and opinions of the journey
14 Experience and opinions of the journey: summary
Sheffield Satisfaction with today’s journey:
94 92 97 91 95 87
Overall journey
83 70 69 71 74 67
Value for money
84 85 82 82 78 73
Punctuality
92 93 93 92 85 82
On-vehicle journey time Autumn Autumn Autumn Autumn Autumn Buses in 2013 2014 2015 2016 2017 South Yorkshire
15 Who are satisfied and not satisfied passengers? – Sheffield
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 (56%) Be commuters (56%) Be commuters (71%) more than those who are fairly satisfied
Time of travel Be travelling during off-peak times Travel during off-peak times (46%) Be travelling at peak times (59%) (56%) or weekends (22%)
Primarily travel between 3 or 4 days Travel the most frequently (69% 5 Travel the least frequently (34% 5 or a week (27%) and once or twice a or more days a week) Frequency of travel more days a week) week (17%)
Access to private Have easy to moderate access to Have moderate access to private Have easy to moderate access to transport private transport (38% ‘easy’; 50% transport (55%) private transport (37% ‘easy’; 50% ‘moderate’) ‘moderate’) similarly to those who are very satisfied
Age and gender Be under 60+ (33% 16-34; 37% 35- Be younger (51% 16-34) Be younger (51% 16-34) but less 59) and female (56%) than those who are fairly satisfied and male (62%)
Have the high trust in the operator Have medium to high levels of trust Have low to medium levels of trust Trust in the operator (80% rated 6-7 on a 7-point scale) (98% rated 3-7 on a 7-point scale) (80% rated 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 (716) overall (280) journey overall (45)
16 Overall satisfaction (%) – by gender and age
Total fairly/very satisfied Sheffield Autumn Autumn Autumn Autumn Autumn 2017 2016 2015 2014 2013
All passengers 66 29 3 1 95 91 97 92 94
Male 62 31 5 1 94 83 96 90 94
Female 69 27 21 97 96 98 95 94
Age 16 to 34 56 38 5 1 95 79 98 87 91
Age 35 to 59 67 28 3 11 95 96 96 96 95
Age 60+ 80 17 21 96 98 99 99 99
Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied
Q. Overall, taking everything into account from the start to the end of this tram journey, how satisfied were you with your tram journey today? Base: All passengers – 1041 17 Overall satisfaction (%) – by passenger type
Total fairly/very satisfied Sheffield Autumn Autumn Autumn Autumn Autumn 2017 2016 2015 2014 2013
All passengers 66 29 3 1 95 91 97 92 94
Fare-payers 62 33 4 1 94 89 96 90 93
Free pass holders 79 18 11 97 97 99 99 100
Commuting 59 34 6 2 93 84 95 86 91
Not commuting 73 25 21 97 98 99 99 97
Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied
Q. Overall, taking everything into account from the start to the end of this tram journey, how satisfied were you with your tram journey today? Base: All passengers – 1041 18 Value for money (%) – fare-payers only
Total fairly/very satisfied Sheffield Autumn Autumn Autumn Autumn Autumn 2017 2016 2015 2014 2013
All passengers 36 38 13 10 3 74 71 83 69 70
Age 16 to 34 33 34 15 14 3 67 59 78 66 63
Age 35 to 59 38 42 11 6 3 80 79 86 75 81
Commuting 36 39 12 11 2 75 67 81 60 67
Not commuting 37 37 14 9 4 74 79 84 84 74
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 – 619
19 What influenced value for money rating (%)
Sheffield
Those satisfied with value for money Those not satisfied with value for money
2017 33 30 18 10 10 25 32 9 20 14
2016 25 39 16 9 12 10 47 13 21 8
2015 34 30 17 9 11 24 37 12 19 9
2014 26 28 25 12 9 26 29 14 19 11
2013 30 34 18 8 10 26 38 5 14 17
Cost tram versus other transport Cost for distance travelled Comfort/quality for the fare paid
Fare compared to everyday items Other reason
NOTE: Those not satisfied with value for money includes respondents answering ‘Neither satisfied nor dissatisfied’ Q. What had the biggest influence on the ‘value for money’ rating you gave in the previous question? Base: All fare-paying passengers - 583 20 Punctuality and on-vehicle journey time
Total fairly/very satisfied Sheffield Autumn Autumn Autumn Autumn Autumn 2017 2016 2015 2014 2013
Satisfaction with punctuality 54 28 9 7 3 82 82 85 78 84
Satisfaction with on- 61 32 5 21 92 93 93 85 92 vehicle journey time
Q. How satisfied were you with each of the following…Punctuality? Base: All passengers – 925 Q. How satisfied were you with the amount of time your journey on the tram took? Base: All passengers – 1021
21 Tram Passenger Survey (TPS) – Sheffield
Waiting at the stop
22 Waiting at the stop: summary
Sheffield Buses Sheffield Buses Waiting times: in South in South Yorkshire Yorkshire Satisfaction: expected waiting time 86 73 Overall satisfaction with stop 90 79 Expected wait time 6.9 mins 7.8 mins
Distance from journey start 85 85 Actual reported 6.2 mins 8.0 mins Convenience/accessibility 89 86 wait time
General condition and maintenance 87 71 Checking tram information:
Freedom from graffiti/vandalism 89 73 Passengers who checked tram 72% 72% Freedom from litter 86 69 time
Behaviour of other passengers 89 N/A* Info sources used before Online Leaflet/paper timetable/paper Information provided 80 73 arriving at stop timeline timetable Personal safety 91 80 58% electronic 41% timetable at Info sources used at stop display stop
68% knew service 60% knew service Among those that didn’t frequent frequent check… *Not asked in BPS 23 Satisfaction – with the tram stop (%)
Sheffield Total fairly/very satisfied Autumn Autumn Autumn Autumn Autumn 2017 2016 2015 2014 2013
Overall satisfaction - tram stop 56 34 8 21 90 89 94 96 93
Personal safety at stop 56 35 6 11 91 87 90 94 88
Convenience/accessibility 64 25 7 21 89 86 92 90 92
Freedom from graffiti/vandalism 60 29 7 3 2 89 87 91 96 91
Behaviour of other passengers 56 33 8 21 89 89 88 93 85
General condition/maintenance 50 37 10 21 87 82 91 92 87
Freedom from litter 53 33 8 4 2 86 85 87 89 87
Distance from journey start 57 27 10 3 2 85 82 84 84 83
Information provided at the stop 46 34 11 5 4 80 77 81 84 86
Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied
Q. Overall, how satisfied were you with the tram stop? & Q. Thinking about the tram stop itself, how satisfied were you with the following: Base: All passengers – 1012 24 Satisfaction with waiting time (%)
Sheffield Total fairly/very satisfied Autumn Autumn Autumn Autumn Autumn 2017 2016 2015 2014 2013
Length of time had to wait 56 31 7 4 2 86 84 86 80 83
Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied Total about the same or a little/much less than expected
Actual versus expected 12 21 49 14 4 82 77 85 76 82 waiting time
Much less A little less About expected A little longer Much longer Don't know
Q. How satisfied were you with each of the following? Base: All passengers – 1024 Q. Thinking about the time you waited for the tram today, was it […] than expected? Base: All passengers – 1009
25 Expected and reported waiting times
Autumn Autumn Autumn Autumn Autumn 2017 2016 2015 2014 2013 Sheffield Under 2 mins 13 8 6 3 6
2-5 mins 40 48 46 45 45
Expected tram waiting time 5-10 mins 43 36 44 46 45
Average expected waiting 10-15 mins 3 2 2 4 3 time 6.9 minutes (2016: 6.5 minutes)
Over 15 mins 1 2 2 2 1
Under 2 mins 23 16 20 18 18
2-5 mins 37 42 45 39 42
Reported tram waiting time 5-10 mins 32 24 26 24 30
Average reported waiting 10-15 mins 5 8 4 11 5 time 6.2 minutes (2016: 6.4 minutes)
Over 15 mins 3 5 3 8 4
Q. Approximately how long did you expect to wait for the tram? & Q. Approximately, how long did you wait for your tram Base: All passengers – 1054
26 How passengers checked tram times
Autumn Autumn Autumn Autumn Autumn 2017 2016 2015 2014 2013 Sheffield Leaflet/paper timetable 4 4 4 7 11
Online 3 9 9 11 12
Before Leaving the tram stop Live tram locator/timings 2 5 5 4 3
Disruption updates via social media 2 4 1 0 0
Other 4 5 9 4 7
Electronic display 58 59 57 3 1
Information posters 6 12 10 36 24
At the tram stop Online 9 3 3 1 2 Live tram locator/timings 5 2 2 1 4 Disruption updates via social media 2 1 2 0 0
Other 6 2 4 5 6
Q. Did you check any of the following to find out when the tram was meant to arrive? Base: All passengers – 1054
27 Why passengers did not check tram times
Sheffield
Autumn Autumn Autumn Autumn Autumn 2017 2016 2015 2014 2013
Knew the trams ran frequently on this route 68 82 77 79 81
Did not matter to me when tram was meant to arrive 22 15 N/A* N/A* N/A*
Already knew arrival times 20 18 16 13 18
Didn't have time 5 5 4 4 3
Could not find the information 0 3 2 2 2
Did not know when tram was meant to arrive N/A** N/A** 1 3 4
Q. If you did not check to find out when the tram was meant to arrive, why was this? Base: All not checking tram arrival information – 273 *Not asked before 2016 **Not asked from 2016 28 Tram Passenger Survey (TPS) – Nottingham
The tram
29 The tram: summary
Sheffield Buses in Sheffield Buses in Sheffield Buses in South South South Yorkshire Yorkshire Yorkshire Start of journey On board The driver
Route info on tram 93 83 Interior cleanliness 93 78 Appearance 93 90
Exterior cleanliness 92 78 Info on board 83 64 Greeting 82 72
Ease getting on 96 90 Seat/standing space 84 82 Helpfulness/attitude 86 71
Time taken to board 97 90 Seat comfort 88 74 Safety of driving 94 89
Personal space 81 72 Smoothness journey 86 77
Provision grabrails 88 84
Temperature 85 76
Personal security 92 85
30 Satisfaction with start of journey (%)
Total fairly/very satisfied Sheffield Autumn Autumn Autumn Autumn Autumn 2017 2016 2015 2014 2013
Time taken 97 96 97 94 95 to board 76 21 21
Ease of getting on/off tram 73 23 3 11 96 95 96 95 95
Route/destination information on tram 70 24 5 1 93 90 93 95 91
Exterior cleanliness 62 29 7 1 92 90 92 91 91
Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied
Q. Thinking about when the tram arrived, please indicate how satisfied you were with the following: Base: All passengers – 1026
31 Satisfaction on the tram (%)
Total fairly/very satisfied Sheffield Autumn Autumn Autumn Autumn Autumn 2017 2016 2015 2014 2013
Interior 93 92 90 87 93 cleanliness/condition 59 34 5 2
Personal security 59 34 7 1 92 92 95 92 90
Provision of grab rails 51 37 9 21 88 84 91 86 84
Comfort of the seats 48 39 9 31 88 86 86 84 88
Temperature inside the tram 50 36 8 5 1 85 84 88 88 88
Availability of seating or space to stand 54 30 8 5 3 84 79 85 86 85
Information provided inside the tram 51 33 13 21 83 80 83 83 83
Amount of personal space 47 34 11 5 2 81 74 83 80 79
Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied
Q. Thinking about whilst you were on the tram, please indicate how satisfied you were with the following: Base: All passengers – 1031
32 Satisfaction with tram staff/driver (%)
Total fairly/very satisfied Sheffield Autumn Autumn Autumn Autumn Autumn 2017 2016 2015 2014 2013
Safety of the driving 69 25 5 94 92 97 94 94
Appearance 66 27 6 93 93 94 91 90
Helpfulness/attitude 60 26 10 21 86 89 89 84 84
Smoothness/freedom from jolting 50 36 11 21 86 85 86 84 85
Greeting/welcome 56 25 14 2 2 82 85 82 78 79
Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied
TPS: Q. Thinking about any tram staff you encountered on your journey, please indicate how satisfied you were with each of the following: Base: All passengers – 1030 33 Tram Passenger Survey (TPS) – Sheffield
Negative experiences during the journey
34 Negative experiences during the journey: summary
Sheffield
Passengers experiencing 11 a delay to their journey
Average length of delay 8 mins (perceived)
Most common cause of Road delay congestion/traffic jam
Passengers with worry or concern about others’ 4 behaviour on board
35 Experience of delays (%)
Sheffield
11 per cent ( ) of Sheffield passengers experienced a delay (2016: 16 per cent). Average length of delay was 8 minutes ( )
Autumn Autumn Autumn 2016 2015 2014 Congestion/traffic jam 28 14 11 14
Tram failure 4 6 5 11
Time it took passengers to board/pay 4 5 0 0
Tram waiting too long at stops 4 15 5 24
Tram waiting too long at signals 3 0 0 0 Poor weather 3 0 0 0 Signal/points failure 1 0 4 0 Had to use bus replacement 0 0 0 0 Planned engineering works 0 0 0 0 Other 21 29 23 12 No reason given 20 13 29 30 Not sure 27 38 34 32
* ‘No reason given for delay’ not asked in 2013. Its addition could have caused the significant drops in the other factors TPS: Q. Why was your journey delayed? Base: All experiencing a delay - 109 36 Worry or concern at other passengers’ behaviour (%)
Autumn Autumn Autumn Autumn Autumn 2017 2016 2015 2014 2013 Sheffield All passengers 4 5 3 1 5
Male 5 2 3 0 5 % worried/concerned of Female 4 6 4 2 6 other passengers’ behaviour Age 16 to 34 4 6 5 1 7 Age 35 to 59 4 3 2 2 4 Age 60+ 5 5 2 0 4
Types of worrying/concerning behaviour (%) Autumn Autumn Autumn Autumn Autumn 2017 2016 2015 2014 2013 Feet on seats 45 Base too small to report Rowdy behaviour 40 Loud use of mobile phones 25 Passengers not moving out of priority seats 22 Passengers under influence of alcohol 18 Passengers not paying their fares 18 Passengers playing loud music 8 Abusive or threatening behaviour 6 Passengers under influence of drugs 2 Smoking 0 Graffiti/vandalism 0
Q. Did other passengers’ behaviour give you cause to worry or make you feel uncomfortable during your journey? Base: All passengers – 1034 Q. Which of the following were the reasons for [other passengers behaviour causing you concern]? Base: All experiencing worrying/concerning behaviour – 38 *Not asked in 2013 37 Tram Passenger Survey (TPS) – Sheffield
Passengers’ suggested improvements
38 Passengers’ suggested improvements: summary
Sheffield 71% of Sheffield passengers in 2017 had no suggestions for improvements …of the 29% that did, the most common service areas for improvement were:
Real time info./updates at stop 14 Punctuality 12 Tram: Design/comfort/condition 11 Fares/tickets 8 Frequency/routes 8 Tram staff 8 Seating and capacity 7 Information about routes 6 Tram stop 4 Passenger behaviour 3 Cleanliness of the tram 3 Journey times 2 On-board amenities (Wi-Fi, tea/coffee etc.) 2 Comment about another journey 2 Real time info./updates via online sources 2 Other 3
Q. If something could have been improved on your tram journey today, what would it have been? Base: All suggesting an improvement - 395 39 Passengers’ suggested improvements: the detail Selected verbatim comments
More frequent trams in peak times. Markings on floor to indicate which We were on one of the older trams side to enter or exit like they have in Tokyo/Taipei. Regulate and its interior and seats are worn temperature on board. Adhere to timetables. Accept card payments on and grubby looking and the seats are board. Staff to kick idiots off the tram straight away (i.e. people being very uncomfortable. loud/rude to other passengers/staff/drunk people). Faster responses from the customer care team when you contact them. Clearer labelling for destination of tram. Mandatory tannoy indicating next stop. More tram service during rush hour, it's getting crowded quickly, no live Payments via card (cash is Better punctuality. Electronic information at Meadowhall Station, inconvenient in 2017). Tram stops displays at tram stops aren't often waiting 5-10 not knowing when electronic board to show the next stop. accurate enough when the tram turn up. More seats. trams are delayed.
Live eta board - present and correct! (First bus Not overcrowding the tram - put another tram on at rush app does this) Same for a mobile app. Drivers hour. Eject from the tram disruptive loud passengers. waiting/ or people running to door. (Check their Conductors need to be more firm! mirrors!). Roaming security (with power to do things), not just a pointless ticket checker. Rush hour trams in either direction do not run to the timetable which is frustrating. In the evening it is not unusual to have to swap trams at Hackenthorpe. The Improve the cleanliness of the tram and some new electronic displays are not accurate. The West Street seats.. The three chairs in front of the wheelchairs stop is poor when waiting for trams going to Halfway parking are not comfortable and better be like the other or Meadowhall. There is no shelter when it is raining. normal chairs on the trams.. Nice, kind and smiley staff
40 Tram Passenger Survey (TPS) – Sheffield
Opinion of trams in the local area
41 Opinion of trams in the local area: summary
Sheffield Bus services in South Yorkshire (BPS)
General opinion of services in area:
Connections with other modes 90 74
Ease of buying tickets 89 N/A*
Ease of getting to local amenities 89 83
Frequency 80 66
Range of tickets available 80 N/A*
Reliability 76 58
Range of payment options available 75 N/A*
*Not asked in BPS Q. And how satisfied are you overall with tram services for the following? Base: 965 Q. How would you rate tram services for the following? Base: 1012 42 Satisfaction on the trams generally
Total fairly/very satisfied Sheffield Autumn Autumn Autumn Autumn Autumn 2017 2016 2015 2014 2013
Ease of buying ticket 59 30 7 4 1 89 89 93 91 94
Range of tickets 80 88 83 73 N/A* available 44 36 13 6 1
Frequency (how often they run) 39 41 10 7 3 80 81 87 84 86
Reliability** (running on time) 32 44 10 9 5 76 80 85 81 84
Range of payment options available 39 36 14 8 4 75 67 N/A* XN/A* N/A* Very satisfied Fairly satisfied Neither/nor Fairly dissatisfied Very dissatisfied Total good/very good
Connections with other modes of transport 50 40 7 2 2 90 90 90 91 90
Ease of getting to 89 87 89 90 91 local amenities 47 42 7 3 1
Very good Good Neither/nor Poor Very poor
Q. And how satisfied are you overall with tram services for the following? Base: 965 Q. How would you rate tram services for the following? Base: 1012 *Not asked before 2016 **Statement changed in 2017 from ‘Punctuality’ to ‘Reliability 43 Tram Passenger Survey (TPS) – Sheffield
Appendix 1: the passenger and journey context
44 Sheffield passengers: summary
Overview of passenger demographics Age Autumn Disability Autumn Access to private transport Autumn 2016 2016 2016 3 2 Easy 16-34 30 9 18 Yes 21 10 35 24 37 37 Moderate 35-59 39 No 71 51
60+ 26 Not stated 8 Limited/none 11 51 35 Not stated 4 74 Not stated 3
Passengers’ postcodes relative to tram network
45 Passenger profile
Tram Bus
Autumn Autumn Autumn Autumn Autumn Autumn Autumn Autumn Autumn Autumn 2017 2016 2015 2014 2013 2017 2016 2015 2014 2013 Age
16-34 37 30 40 52 50 32 33 34 41 42 35-59 35 39 37 25 29 40 37 32 29 28 Over 60 24 26 21 24 21 24 27 31 30 30
Not stated 3 4 2 N/A N/A 3 3 3 0 0 Access to private transport
Easy 37 35 35 45 38 17 18 18 21 22 Moderate 51 51 52 42 47 41 39 44 39 40 Limited/none 10 11 11 11 13 38 38 34 37 33 Not stated 2 3 2 3 2 5 4 4 3 5
Has a disability
Yes 18 21 18 10 12 31 30 18 35 27 Ticket type
Free pass holders 26 27 24 24 20 32 32 37 36 36 Fare-payers 74 73 76 76 80 66 66 61 64 64
46 Where Sheffield passengers live
Autumn Autumn Autumn Autumn Autumn 2016 2016 2015 2014 2013 S6, S10-S11 29 33 29 30 10 S9, S12-S13 18 16 14 10 10 S20-S21, S25-S26 13 11 8 18 18 S1-S2 8 6 7 4 17 S35-S36 7 10 9 6 10 S3-S5 5 4 7 6 21 S60-S65 3 5 5 5 3 S63-S64, S70-S75 3 3 4 2 3 Any other 13 12 16 14 5
Q: What is your postcode? Base: All giving a postcode – 966
47 Sheffield journeys: summary (1)
Sheffield Frequency using trams in area
Passenger journey details 5+ days 38 Less often 8 week
Journey purpose 3-4 days First time 1 week 23 Commuting 48 1-2 days a week 19
Business 2 Once a fortnight 6 Leisure 51
Once a 5 month
48 Sheffield journeys: summary (2) Tickets used for today’s journey
Single/return 14 Sheffield Ticket type Season 55 Fare-payer 74 Other 5 Free/fare-payers
Free pass 26 Tram only 43 Mode permitted Multi-mode 57
Purchased ticket via… Ticket format
Conductor 64 Paper 44
Direct from tram operator 13 Photocard 14
Rail/ 6 Plastic card 39 bus company
Other 16 M-ticket 2
49 Sheffield journeys: summary (3)
Most used tram stops: journey start Mode used to arrive at starting stop (all stops) Cathedral 13 68 Meadowhall Interchange 11 On foot Middlewood 6 Car 14 Hillsborough Interchange 6 Castle Square 5 Bus 13 Sheff. Station/Sheff. Hallam Uni 5 University of Sheffield 5 Train 4 Malin Bridge 4 Other 2
Most used tram stops: journey destination Mode used to travel on from destination stop (all stops) Cathedral 18 74 Meadowhall Interchange 9 On foot University of Sheffield 8 Car 7 Hillsborough Interchange 6 Castle Square 6 Bus 14 City Hall 4 Sheff. Station/Sheff. Hallam Uni. 4 Train 3 Middlewood 4 Other 3
50 Sheffield journeys: summary (4)
Journey direction
Outward 53
Weather on day of journey Return 41
Dry 85 One way only 6
Light rain 13
Heavy rain 1 Sitting/standing
Other 1 Had a seat 96
Stood, would 2 have liked seat
Stood, happy 3 to stand
51 Journey purpose
Sheffield
Autumn Autumn Autumn Autumn Autumn 2017 2016 2015 2014 2013
Travelling to/from work 38 39 37 35 38 Travelling to/from education 10 12 10 15 10 Company business 2 2 1 1 1 Personal business 4 6 5 5 4 Health visit 3 1 2 2 2 Shopping trip 18 18 18 14 21 Visit friends or relatives 8 7 9 9 11 Leisure trip 14 11 14 14 11 Other 3 4 4 5 3
Sub-total: Commuter 48 51 47 50 48
Sub-total: Business 2 2 1 1 1
Sub-total: Leisure 51 47 53 49 51
Q. What is the main purpose of your tram journey today? Base: All passengers – 1018
52 Frequency of using Sheffield tramway
Sheffield
Autumn Autumn Autumn Autumn Autumn 2017 2016 2015 2014 2013 5 or more days a week 38 45 43 42 41
3 or 4 days a week 23 21 19 16 19
Once or twice a week 19 19 20 22 20
Once a fortnight 6 4 6 4 6
Once a month 5 5 5 4 5
Less frequently 8 6 8 10 8
This is the first time 1 0 0 2 2
Q. How often do you typically travel by tram? Base: All passengers – 1023
53 Ticket type and modes of transport permitted
Autumn Autumn Autumn Autumn Autumn 2017 2016 2015 2014 2013 Sheffield Sub-total: Single/return 14 10 14 19 18 Single 10 5 11 13 13 Return 5 6 4 6 5 Sub-total: Season ticket/pass 55 59 55 50 58 Day pass 18 15 14 14 17 3 day/weekend 0 0 0 0 0 5 days/1 week 21 22 21 18 22 10 days/2 weeks 0 0 0 0 0 4 weeks/1 month 15 18 14 13 11 Quarterly/3 months 0 0 2 0 1 1 year 1 4 3 1 3 Other time period 0 1 0 0 0 Free pass/journey 26 27 24 24 20 Other ticket type 5 3 7 6 5
Tram only 12 39 45 34 28
Train and tram 1 0 2 2 43 Bus and tram 48 43 53 48 44 Train, bus and 12 12 11 23 1 tram
Q. What type of ticket/pass did you use for this tram journey today? Base: All passengers – 1022 Q. What modes of transport does your ticket allow you to travel on? Base: All passengers – 1040 54 Method of buying ticket and ticket format
Sheffield Autumn Autumn Autumn Autumn Autumn 2017 2016 2015 2014 2013 Ticket machine at stop N/A* N/A* N/A* N/A* N/A* Conductor that day 64 58 61 61 66 Travel shop 5 6 7 10 9 Direct from the tram company 13 18 15 16 10 Rail/bus company 6 10 5 8 4 Local shop or post office 1 0 1 0 0 Direct debit through work/college 0 0 1 0 1 Other 10 7 10 5 7
Paper ticket/pass 40 60 56 70 21 Photocard pass 14 12 15 12 39 44 Plastic card 44 27 23 14
Ticket on mobile 0 0 0 0 14 Other format 2 1 6 4
*Not asked for Sheffield Q. How did you buy that ticket or pass? Q. In what format was your ticket? Base: All fare-paying passengers – 610 Base: All passengers – 1005 55 Sheffield stops used by passengers surveyed
Sheffield
53 per cent of passengers were on an outward journey, 41 per cent on a return and 6 per cent on a one-way trip (2016: 56 per cent, 41 per cent and 3 per cent respectively) 91 per cent had a seat for their whole journey, while 2 per cent said they had to stand but would have liked to have a seat (2016: 89 per cent and 4 per cent)
AutumnAutumnAutumnAutumnAutumn AutumnAutumnAutumnAutumnAutumn Boarding 2017 2016 2015 2014 2013 Alighting 2017 2016 2015 2014 2013 •Cathedral 13 12 7 9 9 •Cathedral 18 19 11 20 13
•Meadowhall Interchange 11 6 11 12 13 •Meadowhall Interchange 9 4 8 6 9
•Middlewood 6 11 8 7 14 •University of Sheffield 8 10 9 10 9
•Hillsborough Interchange 6 9 7 5 5 •Hillsborough Interchange 6 9 8 3 5
•Castle Square 5 6 5 3 4 •Castle Square 6 4 7 5 5 •Sheff. Station/Sheff. Hallam 5 6 6 3 3 •City Hall 4 5 5 6 3 Uni •Sheff. Station/Sheff. Hallam 4 4 3 10 7 •University of Sheffield 5 2 7 6 6 Uni. •Malin Bridge 4 5 3 8 5 •Middlewood 4 3 4 3 4
Any changes in tram stops used reflects the sample of passengers in this survey rather than actual usage of stops Q: Were you on your outward or return journey? Base: All passengers - 1020 Q. Did you get a seat on the tram? Base: All passengers - 1037 Q: At which stop did you board/leave this tram? Base: All passengers - 1054 56 How got to and from the tram stop
Sheffield Autumn Autumn Autumn Autumn Autumn 2017 2016 2015 2014 2013
On foot 68 63 62 60 68 74 70 70 73 74
Cycled 0 0 0 0 0 0 0 0 0 0
Car - dropped off/picked up 4 4 4 4 6 2 1 4 2 3
Car - park and ride 6 9 6 7 5 3 2 3 2 4
Car - parked elsewhere 4 5 2 8 3 3 4 2 2 1
Taxi 0 N/A* N/A* N/A* N/A* 0 N/A* N/A* N/A* N/A*
Bus/coach 13 17 17 17 15 14 15 15 16 13
Train 4 2 8 3 3 3 5 5 4 4
Tram 2 4 3 1 2 2 3 2 1 3
Other 0 0 0 0 1 1 0 3 2 1
Got to tram stop Left tram stop
* Not asked before 2017 Q: How did you get to/from the tram stop where you boarded/left the tram today? Base: All passengers - 1027 57 Weather conditions when journey made
Sheffield
Autumn Autumn Autumn Autumn Autumn 2017 2016 2015 2014 2013 Dry 85 90 55 81 71
Light rain 13 9 32 13 24
Heavy rain 1 0 7 3 1
Snow 0 0 0 0 0
Foggy 1 1 5 2 2
Icy 0 0 0 1 1
Q. What was the weather like when you made your journey? Base: All passengers - 1016
58 Reasons for choosing the tram*
Sheffield
Autumn Autumn Autumn Autumn Autumn 2017 2016 2015 2014 2013 Best way to get where I am going 53 50 37 37 34
More convenient than the car (e.g. parking) 30 33 17 21 20
Quicker than other transport 21 27 16 13 10
Tram more comfortable than other transport 20 21 6 8 8
Didn’t have the option of travelling by other means 17 17 16 11 16
Cheaper than the car 10 12 3 5 5
Cheaper than other transport 6 4 1 2 2
For the experience of riding the tram 3 5 0 1 N/A**
Other 4 4 2 2 6
*Question changed to multi-code in 2016 **Not asked in 2013 Q. What was the main reason you chose to take the tram for this journey? Base: All passengers – 1004 59 Factors preventing more journeys being made
Sheffield Autumn Autumn Autumn Autumn Autumn 2017 2016 2015 2014 2013 Places reachable 49 55 48 42 53 Level of crowding 30 35 27 32 44 Cost of using trams 18 9 13 20 21 Frequency of trams 14 12 9 10 10 Tram network improvement works 14 26 44 36 N/A* Journey times 12 11 10 11 11 Reliability of trams 12 8 7 8 12 Concern for personal safety 5 3 2 1 5 Comfort of trams 2 4 3 8 4 Understanding the fares 1 2 3 6 2 Understanding ticket machines 1 1 1 1 1
*Not asked in 2013. The addition of ‘Tram network improvement works’ in TPS 2014 could have caused the significant drops in other factors Q. Have any of the following frequently stopped you making journeys by tram? (More than one answer permissible) Base: All previously using the tram – 683 60 Tram Passenger Survey (TPS) Appendix 2 – Further details on survey background and method
61 Methodology – fieldwork
Nottingham Express Transit (TPS) Fieldwork: 18 September to 8 December 2017 (with a gap for half term from 30 October to 5 November) Interviewer shifts: covered all days of the week and ran from 6am to 10pm. Each interviewer worked a three-hour shift. Method: Choice of paper or online self-completion questionnaire Sample size: 1054 interviews (952 paper and 102 online) In 2016 fieldwork took place between 26 September to 4 December 2016
Bus (BPS) data for South Yorkshire Fieldwork: 11 September to 17 December 2017 Interviewer shifts: covered all days of the week and ran from 6am to 10pm. Each interviewer worked a three-hour shift Method: Choice of paper or online self-completion questionnaire Sample size: 1585 interviews
62 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.
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, Nottingham Express Transit and Sheffield Supertram this was by line) • Age: 16-25, 26-59, 60+ • Gender: male, female • Time/day travelled: weekday peak, weekday off peak and weekend
The full details of the weighting matrix can be found in the TPS Autumn 2017 technical report.
Waiver Transport Focus has taken care to ensure that the information contained in TPS is correct. However, no warranty, express or implied, is given as to its accuracy and Transport Focus does not accept any liability for error or omission. Transport Focus is not responsible for how the information is used, how it is interpreted or what reliance is placed on it. Transport Focus does not guarantee that the information contained in TPS is fit for any particular purpose.
63 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?
64 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 2016 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.
The process used for Glasgow differs slightly, in that only 24 out of 25 individual satisfaction measures are included in the Glasgow questionnaire. The first stage of the analysis was therefore conducted in isolation from the other networks and produces slightly different themes. A full description is included in the technical report.
65 The Sheffield tramway route map
66 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
67 68 69 70 71 Tram Passenger Survey (TPS) – Sheffield
Autumn 2017 results Rosie Giles Tel: 0300 123 0842 Email: [email protected] March 2018
Insight Team, Transport Focus, Fleetbank House, 2-6 Salisbury Square, London, EC4Y 8JX
Sheffield