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(TPS) – Sheffield 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.
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