Passengers’ satisfaction with public transport services in Helsinki in 2008
SUY B: 6/2009 Marko Vihervuori
Publisher DESCRIPTION
HELSINKI CITY TRANSPORT Date of publication Planning Unit 14.8.2009 (original 9.3.2009)
Author(s) Marko Vihervuori
Name of publication Passengers’ satisfaction with public transport services in Helsinki in 2008
Abstract Helsinki City Transport constantly measures passengers’ satisfaction with public transport services in Helsinki with the help of questionnaires. In 2008 altogether 12,401 passengers were asked to evalu- ate different quality factors.
Respondents gave public transport an overall mark of 4.03, which was a lower than the year before (4.13). The scale varies from 1 = poor to 5 = excellent. The mark went down with regard to the service in all modes of transport, except for VR commuter trains.
2007 2008 Tram passengers 4.12 4.02 Bus passengers 4.09 3.98 Metro passengers 4.22 4.12 Commuter train passengers (VR) 4.01 4.04 Total 4.13 4.03
In tram traffi c satisfaction with available room and fl uency of travelling were better marked than earlier. Satisfaction with driver’s information skills and driver’s customer service went down, compared to the previous year.
In bus traffi c passengers gave better marks for available room and driver’s manner of driving. Satisfac- tion with driver’s information skills and transfer conditions were lower than the year before.
In metro traffi c, improvements were observed in available room, fl uency of travelling and station clean- liness. Satisfaction with vehicle tidiness and functioning of indication signs were lower than the year before.
In commuter train service (operated by VR) satisfaction with public order and punctuality were bet- ter marked than earlier. Satisfaction with functioning of indication signs and station cleanliness went down, compared to the previous year.
Key words Public transport, passengers’ satisfaction
Other information Layout: Mirva Ilmoniemi, translation: Jarmo Kalanti
Series number ISSN-number ISBN-number HKL series B: 6/2009 1459-725X 978-952-5640-22-9
Printing place and year Language Pages Appendices Helsinki 2009 English 21 4
Passengers’ satisfaction with public transport services in Helsinki in 2008 1 2 Passengers’ satisfaction with public transport services in Helsinki in 2008 Foreword
This publication contains the results of the survey measuring passengers’ satisfaction in 2008. The ave- rages of marks for quality factors have been calculated by line, by mode of public transport and, in the bus traffi c, by tender object and by operator.
The results will be exploited to develop public transport, in staff schooling, and in the calculation of bo- nuses for tendered operators. The survey also contains valuable information on passenger profi les.
The survey has been assisted by 4–6 students who have, on vehicles, distributed questionnaires to pas- sengers, and collected them fi lled in.
The fi eld work has been coordinated by research assistant Pirjo Pakonen. The results have been pro- cessed by system planner Esko Kokki. The report has been drawn up by head of traffi c research Marko Vihervuori. The report has been translated by Jarmo Kalanti and laid out by Mirva Ilmoniemi.
Further enquiries can be posed to the undersigned at tel. +358 9 310 35835.
Helsinki, 14 August 2009
Marko Vihervuori
Passengers’ satisfaction with public transport services in Helsinki in 2008 3 Contents
Foreword 3
1. Introduction 6
2. Sample structure 7
3. Frequency of free riding 8
4. Passengers’ overall mark for public transport services in Helsinki in 2008 9
5. Passengers’ satisfaction with mode of public transport 10
5.1 Satisfaction with operator and with public transport system 10
5.2 Changes in different quality factors 12
6. Passengers’ satisfaction with different operators 16
7. Passengers’ marks by line-section and by line in bus service 19
Appendices
Appendix 1 Passangers’ satisfaction by line in 2008 23
Appendix 2 Passangers’ satisfaction by tender object in 2008 25
Appendix 3 Passangers’ satisfaction by operator in 2008 28
Appendix 4 Questionnaire 30
4 Passengers’ satisfaction with public transport services in Helsinki in 2008 Figures
Figure 1. Passengers’ overall mark for public transport services in Helsinki 2004–2008. 9 Figure 2. Marks for operators, by mode of transport, semi-annually 2004–2008. 11 Figure 3. Marks for public transport system, by mode of transport, semi-annually 2004–2008. 11 Figure 4. Marks for different quality factors, by mode of transport, in 2007 and 2008. 12 Figure 5: Marks for drivers’ performance in tram traffi c, semi-annually 2004–2008. 13 Figure 6: Marks for drivers’ performance in bus traffi c, semi-annually 2004–2008. 14 Figure 7: Marks for different factors of public transport system, in tram traffi c, semi-annually 2004–2008. 14 Figure 8: Marks for different factors of public transport system, in bus traffi c, semi-annually 2004–2008. 14 Figure 9: Marks for different factors of public transport system, in Metro traffi c, semi-annually 2004–2008. 15 Figure 10: Marks for different factors of public transport system, in commuter train (VR) traffi c, semi-annually 2004–2008. 15 Figure 11: Marks for bus drivers’ customer service, by operator, semi-annually 2004–2008. 16 Figure 12: Marks for bus drivers’ information skills, by operator, semi-annually 2004–2008. 17 Figure 13: Marks for bus drivers’ manner of driving, by operator, semi-annually 2004–2008. 17 Figure 14: Marks for vehicle tidiness in bus traffi c, by operator, semi-annually 2004–2008. 17 Figure 15: Marks for travel comfort (indoor fi ttings) in bus traffi c, by operator, semi-annually 2004–2008. 18 Figure 16: Marks for public order on vehicle in bus traffi c, by operator, semi-annually 2004–2008. 18 Figure 17. Number of customer feedback to bus operators per million passengers, by operator, in 2005–2008. 19 Figure 18: Changes in marks for bus line-sections 2007–2008, in percentage terms. 19 Figure 19: Marks for operators of City Centre bus lines, in 2007 and 2008. 20 Figure 20: Marks for public transport system in City Centre, in 2007 and 2008. 20 Figure 21: Marks for operators of bus lines in North-Western Helsinki, in 2007 and 2008. 20 Figure 22: Marks for public transport system in North-Western Helsinki, in 2007 and 2008. 20 Figure 23: Marks for operators of bus lines in Northern Helsinki, in 2007 and 2008. 20 Figure 24: Marks for public transport system in Northern Helsinki, in 2007 and 2008. 20 Figure 25: Marks for operators of bus lines in North-Eastern Helsinki, in 2007 and 2008. 21 Figure 26: Marks for public transport system in North-Eastern Helsinki, in 2007 and 2008. 21 Figure 27: Marks for operators of bus lines in Eastern Helsinki, in 2007 and 2008. 21 Figure 28: Marks for public transport system in Eastern Helsinki, in 2007 and 2008. 21 Figure 29: Marks for operators of transverse bus lines, in 2007 and 2008. 21 Figure 30. Marks for transverse public transport system, in 2007 ja 2008. 21
Passengers’ satisfaction with public transport services in Helsinki in 2008 5 1. Introduction
Helsinki City Transport has measured passengers’ consisting of a questionnaire with pen and wri- satisfaction with transport services in Helsinki sin- ting pad. The passengers have been asked to ce 1995. Questionnaires have been fi lled in on all evaluate different quality factors on the respecti- tram routes, on the Metro, and on bus lines with ve line and to return the questionnaire map to the at least 1,600 daily passengers. As for commuter assistant when exiting. As for commuter trains, trains (operated by VR), the interviews have been the assistant has interviewed passengers at sta- carried out at the stations of Malmi, Malminkarta- tions. The assistant has completed every returned no and Puistola. questionnaire with date, time and respective line number (or name of train station). The objective is to get an opinion of approximate- ly 11,000 passengers annually. The survey activi- Since the beginning of the year 2008 the scale of ty is going on throughout the year, except for the passengers’ satisfaction has varied from 1 (poor) month of December. Passengers’ satisfaction is to 5 (excellent). Earlier the scale varied from 4 followed up with a quarterly output, and a report (poor) to 10 (excellent). In this publication the data is published semi-annually. This report contains from the years 2004–2007 has been converted the results of the whole year 2008. into the new scale by using coeffi cients resulting from different questions and line numbers. The The passengers have been interviewed from Mon- conversion is not linear because of different va- day to Thursday between 6 a.m. and 6 p.m., and riance within the scales, it is, for instance, “easier” on Friday between 6 a.m. and, at latest, 2 p.m. to give the mark 4 in a scale 1–5 than to give 9 in a The number of chosen interviewees is determined scale 4–10. The passengers may use the different by route quotas, and by morning peak, day time scales with a different severity, so that time series and evening peak-hours in relation to the distri- on the marking of different factors are not always bution of passenger volumes. The objective is to congruent. get at least 100 opinions for each route annually. The most frequented lines have had larger samp- The survey also contains information on passen- les. Passengers on neighbourhood bus lines were ger profi le and such questions as what kind of not interviewed. tickets the passengers use, whether they could have taken the journey on their own car, and in On bus, tram and Metro an assistant has distri- which city or commune they live in. buted passengers, chosen by random, a map
6 Passengers’ satisfaction with public transport services in Helsinki in 2008 2. Sample structure
The passenger survey is not a sample in statistical would irritate the passengers and delay the sur- terms, because the age distribution of and other vey. To minimize a possible bias in the results, the background information on passengers is impos- assistants have been instructed to pick up the in- sible to get in advance. It is not possible that the terviewees so randomly as possible with regard to assistant starts with asking a passenger on his or their background (age, sex etc.). The passenger her background and then refuses to continue with profi le of the respondents was as follows. unsuitable interviewees. This kind of proceeding
Tram Bus Metro Train Total Respondents: 2,075 8,549 1,025 752 12,401
Gender: – Male 31 % 28 % 32 % 28 % 29 % – Female 69 % 72 % 68 % 72 % 71 %
Age: – 15–19 5 % 8 % 5 % 5 % 7 % – 20–29 28 % 24 % 25 % 22 % 25 % – 30–44 28 % 27 % 33 % 29 % 28 % – 45–59 23 % 25 % 25 % 32 % 25 % – 60– 15 % 17 % 11 % 12 % 16 %
Ticket type: – Travel card period 70 % 78 % 74 % 75 % 76 % – Travel card value 18 % 14 % 16 % 15 % 15 % – Single ticket 7 % 5 % 7 % 5 % 5 % – Other 5 % 3 % 4 % 5 % 3 %
City of residence: – Helsinki 86 % 93 % 87 % 90 % 91 % – Espoo, Kauniainen 5 % 2 % 3 % 1 % 3 % – Vantaa 4 % 3 % 6 % 6 % 4 % – Elsewhere in Uusimaa and Itä-Uusimaa 2 % 1 % 3 % 2 % 2 % – Elsewhere in Finland 3 % 1 % 1 % 2 % 1 %
Travelling on this route: – At least 4 days a week 54 % 58 % 68 % 72 % 59 % – 2–3 days a week 23 % 21 % 17 % 14 % 20 % – One day a week 10 % 8 % 6 % 6 % 8 % – Rarely 14 % 13 % 9 % 8 % 13 %
Transfer of public vehicle: – Journey with 2 transfers or more 7 % 13 % 14 % 8 % 12 % – Journey with one transfer 40 % 42 % 48 % 47 % 42 % – Journey without transfer 52 % 45 % 38 % 45 % 45 %
Possibility to take the journey in one’s own car: – Possibility to take car 29 % 28 % 35 % 37 % 29 % – No possibility 71 % 72 % 65 % 63 % 71 %
Passengers’ satisfaction with public transport services in Helsinki in 2008 7 3. Frequency of free riding
It is usual to ask a couple of variable questions not Travelling without a ticket was signifi cantly more related to passengers’ satisfaction. In spring 2008 common among travellers on rail transport than it was asked if the passenger had travelled wit- among travellers on bus. hout a ticket during the last 6 months. The same question was asked also in spring 2007.
During the last six months had travelled without a ticket
Respondent travelled on Spring 2008 Spring 2007
tram 17 % 21 %
bus 10 % 10 %
metro 20 % 16 %
local train 13 % 22 %
All passangers 12 % 13 %
The mode of transport in the table refers to the transport the passengers have travelled without actual mode the respondent used. The distributi- a ticket. on does not tell how often or in which mode of
Travelling without a ticket was intentional
Respondent travelled on Spring 2008 Spring 2007
tram 34 % 54 %
bus 32 % 46 %
metro 30 % 29 %
local train 43 % 36 %
All passangers 33 % 45 %
The share of those travelling without a ticket was a more intense ticket control and the publicity on it little lower and noticeably less intentional in spring have had positive effects. 2008 than the previous year. This suggests that a
8 Passengers’ satisfaction with public transport services in Helsinki in 2008 4. Passengers’ overall mark for public transport services in Helsinki in 2008
Respondents gave public transport an ove- ve passenger amounts. The overall marks by the rall mark of 4.03, which was signifi cantly lower passengers on internal lines of Helsinki were wor- than the year before, when it was 4.13. The ove- se for all modes of transport than in the previous rall mark is the average of overall marks of each year. The overall mark for the commuter train ser- mode of public transport weighted by respecti- vice was slightly better than the year before.
2004 2005 2006 2007 2008
Of passengers on tram 4.05 4.07 4.06 4.12 4.02
Of passengers on bus 4.06 4.09 4.07 4.09 3.98
Of passengers on Metro 4.18 4.20 4.20 4.22 4.12
Of passengers on train 4.13 4.22 4.17 4.01 4.04
Of passengers on tram, bus and 4.09 4.11 4.10 4.14 4.03 metro
All passengers 4.09 4.11 4.11 4.13 4.03
5.0
4.5 Tram Bus 4.0 Metro Train 3.5
3.0 K-04 S-04 K-05 S-05 K-06 S-06 K-07 S-07 K-08 S-08 Semi-annual period
Figure 1. Passengers’ overall mark for public transport services in Helsinki 2004–2008.
There was little difference between the residents however, a little more satisfi ed with the Metro than of Helsinki and other passengers with regard to others. the overall mark. The residents of Helsinki were,
Passengers’ satisfaction with public transport services in Helsinki in 2008 9 5. Passengers’ satisfaction with mode of public transport
5.1 Satisfaction with operator and with public transport system
Questions on different quality factors relate to - Drivers’ manner of driving the line on which the respondent was travelling. - Time table punctuality One part of the questions measures the opera- - Vehicle tidiness tors’ performance and another part the public - Travel comfort (indoor fi ttings) transport system in Helsinki. Time table punctu- - Public order and security on vehicle ality is involved in both parts, because it refers to the system in tram and bus traffi c, and in Metro Factors measuring public transport system: and VR commuter train service punctuality refers - Time table punctuality to operators. - Seat availability and room - Travel smoothness (speed) Factors measuring operator: - Transfer conditions (from one vehicle into anot- - Drivers’ customer service her) - Drivers’ information skills - Waiting conditions at stops
Marks for operators 2004 2005 2006 2007 2008 Change 2007–2008 Tram service 3.99 3.98 3.99 4.00 3.81 -0.19 Bus service 3.86 3.85 3.80 3.82 3.67 -0.15 Metro service 4.33 4.30 4.27 4.25 4.09 -0.16 Local train service 3.79 3.85 3.82 3.70 3.86 +0.16 Tram, bus and Metro together 4.01 4.00 3.99 4.00 3.83 -0.17 All together 4.00 4.00 3.99 3.99 3.83 -0.16
Marks for overall public transport system service Tram service 3.98 3.98 4.02 4.01 4.10 +0.09 Bus service 4.12 4.15 4.12 4.12 4.16 +0.04 Metro service 4.17 4.10 4.04 4.06 4.16 +0.10 Local train service 3.74 3.81 3.70 3.68 4.01 +0.33 Tram, bus and Metro together 4.09 4.09 4.07 4.07 4.14 +0.07 All together 4.08 4.08 4.06 4.06 4.14 +0.08
The marks for operators went down, compared The public transport system mark for tram service to the previous year, by -0.19 on tram routes and improved by 0.09, for bus by 0.04, for the Met- by -0.15 on bus routes, and by -0.16 on the Met- ro by 0.10 and for VR commuter train service by ro. The passengers’ satisfaction with commuter 0.33. train operation improved by 0.16, so that it got the best mark since the introducing of the time series in 2004.
10 Passengers’ satisfaction with public transport services in Helsinki in 2008 5.0
4.5 Tram Bus 4.0 Metro Train 3.5
3.0 K-04 S-04 K-05 S-05 K-06 S-06 K-07 S-07 K-08 S-08 Semi-annual period
Figure 2. Marks for operators, by mode of transport, semi-annually 2004–2008.
5.0
4.5 Tram Bus 4.0 Metro Train 3.5
3.0 K-04 S-04 K-05 S-05 K-06 S-06 K-07 S-07 K-08 S-08 Semi-annual period
Figure 3. Marks for public transport system, by mode of transport, semi-annually 2004–2008.
Passengers’ satisfaction with public transport services in Helsinki in 2008 11 5.2 Changes in different quality factors
Changes between 2007 TRAM SERVICE
and 2008 Drivers’ customer service
Drivers’ information skills The most remarkable changes in the marks from Drivers’ manner of driving the year 2007 to 2008 Punctuality Vehicle tidiness occurred in the following Travel comfort quality factors. Changes (indoor fittings) in all quality factors can be Seat availability seen in fi gure 4. Timetable suitability Travel smoothness In tram service the most Transfer conditions remarkably improved fac- Public order on vehicle tors were seating room and Waiting conditions
travel smoothness. The BUS SERVICE
most remarkable negative Drivers’ customer service
changes occurred with dri- Drivers’ information skills
vers’ information skills as Drivers’ manner of driving well as with drivers’ cus- Punctuality tomer service. One third of Vehicle tidiness the deterioration of custo- Travel comfort mer service results from a (indoor fittings) changed question of this Seat availability Timetable suitability factor. 2008 Travel smoothness 2007 In bus service the most re- Transfer conditions markable change was the Public order on vehicle improvement of seating Waiting conditions room and of drivers’ man- M ETRO SERVICE ner of driving. The most re- Drivers’ manner of driving
markable negative chan- Punctuality
ges occurred with drivers’ Vehicle tidiness
information skills and with Seat availability
transfer conditions Timetable suitability
Travel smoothness In Metro service the best improvers were seating Order and safety on vehicle Station tidiness room, travel smoothness Functioning of and station tidiness. The information signals biggest falls compared to LOCAL TRAIN SERVICE the previous year were re- Drivers’ manner of driving gistered in vehicle tidiness Punctuality and functioning of informa- Vehicle tidiness tion signals. Seat availability Timetable suitability
In commuter train service Travel smoothness
(VR) public order and pun- Order and safety on vehicle
ctuality were remarkably Station tidiness better marked than in the Functioning of previous year. Negative information signals development was noticed 0.0 0.5 1.0 1.5 2.0 2.5 3.0 3.5 4.0 4.5 5.0 in functioning of informa- tion signals and in station tidiness. Figure 4. Marks for different quality factors, by mode of transport, in 2007 and 2008.
12 Passengers’ satisfaction with public transport services in Helsinki in 2008 Development between 2004 and 2008
Figures 5–10 show the development of different In tram service, as a part of public transport sys- quality factors since the year 2004, semi-annually. tem, transfer conditions, waiting conditions, In tram and bus service the development of dri- seating room and travel smoothness got better vers’ performance is depicted. By drivers’ perfor- marks, but punctuality was weaker than before. mance is meant drivers’ customer service, infor- In tram service the fl uctuation of marks has been mation skills and manner of driving. The develop- rather strong during recent years. A clear trend ment of marks for different quality factors of the has been noticeable only with regard to time tab- public transport system is depicted as well. le punctuality, with falling marks for a couple of years. The tram drivers’ performance has become wor- se especially with regard to information skills as In bus service transfer conditions deteriorated well as to customer service, on the basis of the compared to the previous year and a falling trend marks. A decreasing trend in terms of informa- of punctuality has been noticeable already for tion skills can be noticed for some time, but in about four years. Other marks have remained rat- spring 2008 both marks fell remarkably, compa- her stable. red to earlier years. In tram service, a third of the deterioration in the mark results from a changed The marks for the Metro have remained high, ex- question of drivers’ customer service. Therefore, cept for punctuality, which was worse than the the time series is not quite congruent. The questi- year before. The mark for station tidiness is signi- on about drivers’ information skills remained prac- fi cantly lower than for other factors. However, this tically unchanged. In tram traffi c, the passengers mark has slightly turned upwards. have to deal with the driver only when buying a ticket or asking for information. This emphasizes In VR commuter train service the marks have been the importance of being served, while in bus traf- lower compared to corresponding fi gures of the fi c the passenger cannot avoid meeting the driver Metro. Annual fl uctuations have accompanied the (except those boarding through the middle door train service, so that no clear trend can be seen. with prams etc.). This explains also the fall of both marks in tram service, while in bus service such a fall is hardly noticeable.
5.0
4.5 Drivers’ customer service Drivers’ 4.0 information skills Drivers’ manner of driving 3.5
3.0 K-04 S-04 K-05 S-05 K-06 S-06 K-07 S-07 K-08 S-08 Semi-annual period
Figure 5: Marks for drivers’ performance in tram traffi c, semi-annually 2004–2008.
Passengers’ satisfaction with public transport services in Helsinki in 2008 13 5.0
4.5 Drivers’ customer service Drivers’ 4.0 information skills Drivers’ manner of driving 3.5
3.0 K-04 S-04 K-05 S-05 K-06 S-06 K-07 S-07 K-08 S-08 Semi-annual period
Figure 6: Marks for drivers’ performance in bus traffi c, semi-annually 2004–2008.
5.0 Punctuality
4.5 Seat availability
Travel smoothness 4.0 Transfer conditions 3.5 Waiting conditions
3.0 K-04S-04 K-05S-05 K-06S-06 K-07S-07 K-08S-08 Semi-annual period
Figure 7: Marks for different factors of public transport system, in tram traffi c, semi-annually 2004–2008.
5.0 Punctuality
4.5 Seat availability
Travel smoothness 4.0 Transfer conditions 3.5 Waiting conditions
3.0 K-04S-04 K-05S-05 K-06S-06 K-07S-07K-08S-08 Semi-annual period
Figure 8: Marks for different factors of public transport system, in bus traffi c, semi-annually 2004–2008.
14 Passengers’ satisfaction with public transport services in Helsinki in 2008 5.0
Punctuality 4.5 Seat availability 4.0 Travel smoothness
3.5 Station tidiness
3.0
2.5 K-04S-04 K-05S-05 K-06S-06 K-07S-07K-08S-08 Semi-annual period
Figure 9: Marks for different factors of public transport system, in Metro traffi c, semi-annually 2004–2008.
5.0
Punctuality 4.5 Seat availability 4.0 Travel smoothness
3.5 Station tidiness
3.0
2.5 K-04S-04K-05S-05 K-06S-06 K-07S-07K-08S-08 Semi-annual period
Figure 10: Marks for different factors of public transport system, in commuter train (VR) traffi c, semi-annually 2004–2008.
Passengers’ satisfaction with public transport services in Helsinki in 2008 15 6. Passengers’ satisfaction with different operators
In focus are bus operators Helsingin Bussiliikenne As for drivers’ manner of driving the lines opera- Oy (HelB), Concordia Bus, Pohjolan kaupunkilii- ted by PKL were marked best. PKL has improved kenne (PKL) and Veolia Transport. Examined are this mark for a couple of years. HelB and Concor- the marks for the quality factors which the opera- dia have been rather stable, Veolia has experien- tors can contribute to. The average mark of each ced more fl uctuations. operator for each quality factor is the result of the mark of a single route weighed by its weekday The difference in marks between operators for boardings. vehicle tidiness has varied rather signifi cantly. Passengers have been most satisfi ed with the The best mark for drivers’ customer service has buses of PKL for years. The lowest mark recei- mostly received the operator PKL. In 2008 the ved Concordia, HelB and Veolia were a little bet- best mark received Veolia, which in a longer trend ter marked. has been rather equal with HelB and Concordia. The best mark for travel comfort (indoor fi ttings) Drivers’ information skills have downright col- has received PKL already for years, Veolia went lapsed for all operators, compared to the previo- down most, and others went down less remar- us year. The trend has been downwards alrea- kably. dy for a longer period, but, compared to autumn 2007, there is a signifi cant fall in the marks. The Public order on vehicle got a grade around 4.5 fall seems to even out for most of the operators, for all operators, which is a very good mark. Veolia but only PKL has succeeded in turning the mark improved, others remained approximately on their into a slight upwards direction. previous levels.
5.0
4.5
HelB Concordia 4.0 PKL Veolia 3.5
3.0 K-05 S-05 K-06 S-06 K-07 S-07 K-08 S-08 Semi-annual period
Figure 11: Marks for bus drivers’ customer service, by operator, semi-annually 2004–2008.
16 Passengers’ satisfaction with public transport services in Helsinki in 2008 5.0
4.5 HelB Concordia 4.0 PKL Veolia 3.5
3.0 K-05 S-05 K-06 S-06 K-07 S-07 K-08 S-08 Semi-annual period
Figure 12: Marks for bus drivers’ information skills, by operator, semi-annually 2004–2008.
5.0
4.5 HelB Concordia 4.0 PKL Veolia 3.5
3.0 K-05 S-05 K-06 S-06 K-07 S-07 K-08 S-08 Semi-annual period
Figure 13: Marks for bus drivers’ manner of driving, by operator, semi-annually 2004–2008.
5.0
4.5
HelB Concordia 4.0 PKL Veolia 3.5
3.0 K-05 S-05 K-06 S-06 K-07 S-07 K-08 S-08 Semi-annual period
Figure 14: Marks for vehicle tidiness in bus traffi c, by operator, semi-annually 2004–2008.
Passengers’ satisfaction with public transport services in Helsinki in 2008 17 5.0
4.5 HelB Concordia 4.0 PKL Veolia 3.5
3.0 K-05 S-05 K-06 S-06 K-07 S-07 K-08 S-08 Semi-annual period
Figure 15: Marks for travel comfort (indoor fi ttings) in bus traffi c, by operator, semi-annually 2004–2008.
5.0
4.5 HelB Concordia 4.0 PKL Veolia 3.5
3.0 K-05 S-05 K-06 S-06 K-07 S-07 K-08 S-08 Semi-annual period
Figure 16: Marks for public order on vehicle in bus traffi c, by operator, semi-annually 2004–2008.
Passengers’ satisfaction with public transport services is also monitored with the help of se- Number of passenger feedbacks 2008 parate passenger feedbacks. The objective is to use them as complementary signals to passen- HKL as operator ger surveys. The majority of feedbacks are comp- Tram 1,400 laints on a service factor, such as time table, ope- Metro 500 ration, staff behaviour, tariffs etc. The number of Other feedback to HKL 5,200 customer feedback to bus operators, per one HKL, in total 7,100 million passengers, by month, during the period 1.1.2005 - 31.12.2008 is shown below. Because Bus operators 8,300 feedback mostly concerns a single line, the ope- of which service lines 200 rators are compared with each other, even if they Other partners 100 have not always been able to have infl uence on the reason of a feedback. Total 15,400
The survey results for an operator are mostly sup- ported by the separate passenger feedback.
18 Passengers’ satisfaction with public transport services in Helsinki in 2008 HelB Concordia 200 Veolia PKL
150
100
50 eedback / million passangers f
0
5 6 7 0 05 05 06 06 07 08 005 0 0 0 /2005 /2 /20 /2 2006 2006 200 /2008 /2008 /2 1/20 3/20 5/2005 7 9 1 1 3/2006 5/ 7/200 9/20 1/20073/2007 5/2007 7/ 9/2007 1 3/2008 5/2008 7/2008 9 1 11/ 11/2 11
Figure 17. Number of customer feedback to bus operators per million passengers, by operator, in 2005–2008.
7. Passengers’ marks by line-section and by line in bus service
The bus routes are divided into sections on the transverse public transport and the popularity of basis of which part of the city they serve. A divisi- line 550 (“Jokeri”) may be visible in these marks, on into six sections of Helsinki is commonly used: although the respondents are asked to evaluate City Centre bus lines, North-Western, Northern, only the line they are travelling on. North-Eastern, Eastern, and transverse bus lines. The marks for both the operator and the public The operator’s performance was best marked on transport system decreased, compared to the transverse bus lines, with 3.73, and worst on Eas- year before. The marks for the transport system tern bus lines, with 3.61. The best mark, 4.22, for decreased clearly less than for the operator. The the public transport system was given to transver- weakening of driver’s information skills explains se bus service, and the worst mark, 4.12, for City most of the decrease. Centre bus service. The general enforcement of
Change 2007 - 2008
City centre lines
North-Western lines Transport Northern lines system North-Eastern lines Operator Eastern lines Transverse lines
-6% -5% -4% -3% -2% -1% 0%
Figure 18: Changes in marks for bus line-sections 2007–2008, in percentage terms.
Passengers’ satisfaction with public transport services in Helsinki in 2008 19 In the following are fi gured the marks for ope- 2008. Only the lines are shown of which there are rators of each line-section, by line, in 2007 and observations in both periods of comparison.
14 14
14B 14B
15,A 15,A
16 16
17 17 2008 2007 18 18 Line Line 2007 2008 20 20
21V 21V
22 22
23 23
55,A 55,A
3.0 3.5 4.0 4.5 5.0 3.0 3.5 4.0 4.5 5.0 Mark Mark
Figure 19: Marks for operators of City Centre bus Figure 20: Marks for public transport system in City lines, in 2007 and 2008. Centre, in 2007 and 2008.
39 39
40 40
41 41 2007 2007 42 42 Line 2008 Line 2008 43 43
45 45
47 47
3.0 3.5 4.0 4.5 5.0 3.0 3.5 4.0 4.5 5.0 Mark Mark
Figure 21: Marks for operators of bus lines in North- Figure 22: Marks for public transport system in Western Helsinki, in 2007 and 2008. North-Western Helsinki, in 2007 and 2008.
62 62
63 63
64 2007 64 2007 Line 65A 2008 Line 65A 2008
66A 66A
67 67
3.0 3.5 4.0 4.5 5.0 3.0 3.5 4.0 4.5 5.0 Mark Mark
Figure 23: Marks for operators of bus lines in North- Figure 24: Marks for public transport system in ern Helsinki, in 2007 and 2008. Northern Helsinki, in 2007 and 2008.
20 Passengers’ satisfaction with public transport services in Helsinki in 2008 68,X 68,X
69 69 70T 70T 70V 70V 71 71 71V 71V 72 72 Line 73 Line 73 2007 2007 74 2008 74 2008 75 75 75A 75A 76A,B 76A,B 77 77 77A 77A
3.0 3.5 4.0 4.5 5.0 3.0 3.5 4.0 4.5 5.0 Mark Mark
Figure 25: Marks for operators of bus lines in North- Figure 26: Marks for public transport system in Eastern Helsinki, in 2007 and 2008. North-Eastern Helsinki, in 2007 and 2008.
80 80 81,B 81,B 82 82 83 83 84 84 85 85 86 86 88 88 89 89 Line Line 90 2007 90 2007 92 2008 92 2008 94,V 94,V 94A 94A 94B 94B 95 95 96 96 97,V 97,V 98 98
3.0 3.5 4.0 4.5 5.0 3.0 3.5 4.0 4.5 5.0 Mark Mark
Figure 27: Marks for operators of bus lines in East- Figure 28: Marks for public transport system in ern Helsinki, in 2007 and 2008. Eastern Helsinki, in 2007 and 2008.
50 50 51 51 52 52 52A 52A 52V 52V 53 53 Line Line 54 54 2007 2007 57 2008 57 2008 58,B 58,B 59 59 78 78 79 79
3.0 3.5 4.0 4.5 5.0 3.0 3.5 4.0 4.5 5.0 Mark Mark
Figure 29: Marks for operators of transverse bus Figure 30. Marks for transverse public transport sys- lines, in 2007 and 2008. tem, in 2007 ja 2008.
Passengers’ satisfaction with public transport services in Helsinki in 2008 21 APPENDICES
22 Passengers’ satisfaction with public transport services in Helsinki in 2008 Appendix 1 Passangers’ satisfaction by line in 2008 4 0 3 4 9 0 0 2 3 3 5 9 8 5 8 5 9 4 9 2 6 3 6 0 6 9 1 8 5 6 3 5 2 6 0 3 9 7 5 1 0 0 1 1 0 1 1 1 1 1 2 2 1 1 0 1 1 1 0 0 2 2 1 1 1 2 2 2 1 2 3 5 1 1 2 1 3 1 2 3 , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 5 2 1 7 2 7 1 5 1 1 6 2 8 6 4 3 9 2 0 2 3 3 8 8 2 5 3 4 8 1 8 5 4 8 7 3 5 2 5 8 7 8 8 8 8 8 8 8 7 7 8 6 8 8 7 4 7 7 6 8 7 6 5 7 6 8 7 6 5 7 1 6 8 7 8 9 5 7 9 , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 4 3 3 3 Operator System Total Functioning of information 17. Station 18. tidiness 2 2 , 4 Inform. availibility 0 8 , 3 4 0 , 4 1 2 , 4 6 1 , 4 4 5 , 4 5 0 , 4 0 8 , 3 2 6 , 3 5. Vehicle 6. Travel 8. Seat 9. Timetable 10. Travel 11. Transfer 12. Order, 13. Waiting 14. 8 y 0 8 7 0 , 3 2 N I E N I L 5 Y 8 , 3 B N O I T C way of drivingway tidiness comfort availability suitability smoothness conditions safety conditions A F 0 9 S , I 3 T A S ' S information skills R E 8 8 G , N E S S A service P 48 3,75 3,73 3,62 3,70 3,92 4,04 4,42 4,52 4,26 4,26 4,04 3,81 4,13 138547373171 4,01331 3,84164 3,85 3,89 3,88303 3,87 3,89 3,86 3,89 3,96 3,94 3,96 3,94 3,79 3,86 3,81 3,88 3,68 3,90 3,90 3,54 3,90 3,97 3,89 3,65 3,89 3,58 3,36 3,76 3,70 3,72 4,08 3,75 3,62 3,71 3,73 3,80 3,90 3,68 4,40 3,75 4,11 3,74 3,98 3,99 3,81 4,35 4,06 4,46 4,55 4,25 4,63 4,02 4,07 4,51 4,06 4,23 4,58 4,07 4,63 4,15 4,16 4,19 4,21 4,24 4,27 4,24 4,13 3,99 3,90 4,23 4,21 4,29 3,90 4,07 3,77 3,73 3,93 3,86 4,08 4,22 4,21 3,72 4,24 3,73 4,32 3,81 4,20 3,87 4,30 4,18 852 118705412 3,81 50 61 3,46 3,83 4,12 3,70 3,71 4,19 3,59 3,83 4,01 3,70 3,77 4,24 3,59 3,96 4,19 4,56 3,56 4,19 4,54 4,77 4,98 4,22 4,44 4,82 4,20 4,35 4,58 4,70 4,26 4,33 3,62 4,74 4,38 4,82 3,86 4,02 4,24 4,43 7 382 8 2572 4211 6332 582 1405 114 1218 287 1156 571 120 3,774 375 3,77 722 238 179 3,875 532 121 3,775 911 3,74 1774 308 3,71 3,99 128 3,813 677 3,66 120 3,803 730 3,38 114 3,61 3,625 571 119 3,67 3,64 3,842 913 3,78 125 3,71 3,83 3,76 120 3,56 3,72 3,713 912 3,45 121 3,85 3,914 435 3,70 3,80 120 3,68 3,89 3,883 787 3,67 3,47 3,31 3,841 074 3,78 3,64 120 3,37 3,69 3,85 3,64 3,57 120 3,67 3,38 3,72 3,95 3,65 130 3,64 3,483 282 3,84 3,65 3,67 3,60 54 3,58 3,774 271 3,32 3,78 3,63 3,57 3,86 4,074 438 3,95 3,46 3,89 3,69 3,13 3,809 153 3,76 3,83 175 3,56 4,01 3,532 547 3,58 3,88 3,76 118 3,52 4,30 3,971 987 3,63 3,64 3,90 3,96 123 3,67 4,58 3,975 303 3,69 3,55 3,85 129 4,76 3,58 3,754 862 4,46 3,60 123 3,44 3,35 3,66 3,69 3,87 4,59 3,96 3,65 118 3,79 4,67 4,34 3,84 3,83 4,45 3,72 133 3,67 3,65 4,40 3,93 4,47 3,64 3,59 3,84 3,57 126 4,50 3,69 3,67 3,92 3,68 3,67 4,16 4,00 4,77 3,71 3,63 4,46 4,41 3,86 3,74 4,38 3,71 4,35 3,18 3,76 4,42 3,62 4,05 3,71 3,64 4,17 4,35 3,99 4,50 3,87 4,06 3,65 3,71 3,68 4,17 4,49 4,57 3,75 3,40 3,99 3,71 3,88 3,74 4,36 4,56 4,36 3,74 3,54 3,91 3,72 4,10 4,60 3,81 4,50 4,40 3,80 3,93 3,38 3,91 3,85 4,44 3,56 4,44 4,50 4,08 3,64 3,62 4,04 4,10 4,39 3,86 4,29 4,58 3,94 3,65 3,72 4,09 3,90 4,53 4,51 3,64 3,77 3,83 3,89 4,05 3,23 4,59 4,08 4,48 3,98 3,75 4,16 4,13 4,76 3,68 4,59 4,45 3,86 4,62 4,35 3,79 4,12 4,11 4,75 3,70 4,56 4,08 4,34 3,50 4,05 3,61 3,91 4,09 4,63 4,83 4,63 4,15 4,30 3,91 4,01 4,17 4,63 4,46 3,68 4,24 3,88 3,96 3,73 3,46 4,20 4,41 4,47 3,83 3,86 3,99 4,15 4,47 4,61 4,07 4,34 3,86 4,58 4,08 4,06 4,17 4,14 4,38 4,51 4,29 3,48 4,03 3,44 4,27 4,85 4,57 4,12 3,53 3,97 3,76 4,21 4,42 4,45 4,28 3,71 4,02 4,46 4,23 4,58 4,48 4,46 4,28 3,98 4,06 4,64 4,42 4,52 4,32 3,75 4,00 4,51 4,50 4,24 3,87 4,22 4,66 3,88 4,69 4,65 4,36 3,76 3,98 4,59 4,29 4,22 3,72 4,15 4,53 4,51 4,31 4,03 4,00 4,47 4,41 4,59 3,79 4,38 4,20 3,85 4,04 4,00 4,34 3,98 4,08 4,17 4,56 4,26 4,16 3,52 4,32 4,49 4,35 4,02 4,65 4,33 4,28 4,63 3,72 4,16 4,76 3,84 4,35 4,31 3,90 4,57 4,24 3,73 4,50 4,41 3,76 4,36 3,72 4,40 4,06 4,21 4,07 4,31 4,35 10 896 46 625 32 872 20 100 32 582 178 17 34 571 202 206 2 075 3 Boardings N 6 8 9 10 14 16 17 18 20 22 23 39 40 41 42 43 45 47 50 51 52 53 54 57 59 62 63 64 4,T 1,A 14B 21V 52A 52V Line 1. Drivers' Drivers' 2. Drivers' 3. Punctualit 4. 3B,T 15,A 55,A 58,B 7A,B m s a u r T HKL Planning unit Planning HKL total Tram 16.7.2009 B EK
Passengers’ satisfaction with public transport services in Helsinki in 2008 23 1 2 4 7 3 5 0 2 8 4 8 8 6 4 3 0 7 2 4 6 6 4 3 4 8 1 3 8 5 4 7 8 5 3 9 0 3 4 0 6 0 8 4 2 0 1 0 1 1 0 2 1 2 1 1 1 2 2 0 0 1 1 2 2 1 1 1 1 1 2 2 3 1 1 2 3 3 3 0 1 2 1 0 1 1 2 1 1 0 1 1 1 , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4
1 3 2 1 5 7 4 2 1 7 0 2 6 5 1 9 8 4 8 7 3 3 8 2 8 6 6 8 9 6 5 8 5 7 8 1 3 6 4 3 7 9 6 3 4 3 7 6 5 4 6 5 7 7 7 5 7 6 6 4 6 6 6 6 6 6 5 6 6 6 5 0 5 5 5 6 6 7 5 5 5 6 6 5 5 6 6 0 8 8 9 8 , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , 4 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 4 3 3 3 3 3 3 3 3 3 3 3 3 3 9 4 0 9 , , 4 3 3 6 1 4 0 , , 3 3 2 7 8 5 2 2 2 1 3 2 1 2 , , , , , , 4 4 4 4 4 4 9 9 9 7 7 7 , , , 3 3 3 9 8 6 1 9 8 4 9 0 1 9 1 , , , , , , 4 3 4 4 3 4 1 5 5 1 1 1 , , , 4 4 4 7 3 4 5 9 6 0 6 4 2 3 2 , , , , , , 4 4 4 4 4 4 4 5 1 0 4 0 4 5 4 5 5 5 , , , , , , 4 4 4 4 4 4 7 6 9 8 9 8 4 2 7 2 1 2 , , , , , , 4 4 3 4 4 4 0 4 4 7 7 7 , , , 3 3 3 2 3 9 1 2 0 7 4 3 6 5 6 , , , , , , 3 3 3 3 3 3 0 8 5 3 2 2 6 4 8 9 1 9 , , , , , , 3 4 3 3 4 3 0 0 7 8 9 0 6 3 2 8 1 9 , , , , , , 3 3 3 9 1 1 5 7 7 , , , 3 3 3 6 1 1 7 8 8 , , , 63 3,78 3,64 3,52 4,04 3,62 3,56 4,55 4,53 4,17 3,88 4,61 3,73 4,40 72 3,75 3,75 3,58 3,17 3,75 3,74 4,20 4,43 3,83 4,25 4,63 3,80 4,31 73 3,49 3,38 3,28 3,35 3,49 3,42 4,13 4,38 3,6948 4,29 3,67 4,47 3,39 3,60 4,14 3,56 4,00 3,77 3,68 4,71 4,38 4,50 3,94 4,27 3,46 4,06 109108108 3,62126 3,55121131 3,69 3,47120 3,66 3,45121 3,85108 3,78 3,53 3,38 3,85 3,38120 3,40 3,71 3,53131 3,70 3,59120 3,57 3,31 3,66120 3,55 3,81 3,72 3,49109 3,64 3,65 3,63129 3,65 3,70 3,77 3,80137 3,66 3,67 3,93 3,68 3,70144 3,54 3,65 3,87 3,31120 3,60 3,80 3,59 3,56 3,71133 3,87 3,81 3,48 3,75 3,67122 3,61 3,48 3,84 3,62 3,53 3,84186 3,43 3,61 3,90 3,50 3,79125 3,55 3,74 3,79 4,60 3,59 3,68126 3,54 3,59 3,66 3,39 4,47 3,67 3,66120 3,72 3,82 3,81 3,54 3,45 3,82126 3,58 3,80 3,69 3,72 4,56 3,63114 4,38 3,66 3,70 4,14 3,69 4,17 3,68 3,59122 4,14 3,70 3,45 3,77 3,90 4,70 3,61 3,42128 3,50 3,74 3,59 4,03 4,61 3,58 3,63124 4,49 3,61 3,64 3,80 3,75 4,57 3,60 3,77121 4,48 3,62 3,59 3,69 3,98 3,77 4,25 3,42 3,78129 4,45 3,51 3,44 3,73 3,71 4,36 3,33 3,65117 4,56 3,46 3,60 3,79 4,00 3,78 3,59 4,11 3,64 4,40 4,04 3,72 3,68 3,94 3,77 4,28 3,53 3,86 3,52122 4,50 3,51 3,74 3,72 4,08 3,98 4,40 3,56 3,52122 4,52 3,59 3,63 3,65 4,00 3,73 4,48 3,64 4,13 3,53246 3,70 4,46 3,71 3,88 4,18 4,47 3,47 4,12 3,66118 4,43 3,54 4,63 3,63 3,87 3,99 4,00 4,80 3,52 4,07 3,55 4,31 3,52 3,57 3,76 4,16 3,78 3,47 4,76 4,02 3,57 4,24 3,83 3,79 4,58 3,67 3,60 3,96 4,44 3,95 4,34 4,48 3,50 4,38 3,76 3,77 4,02 4,03 3,90 4,60 3,63 4,09 3,53 4,38 3,66 4,57 3,61 3,96 4,16 4,28 4,65 3,46 4,23 3,68 3,58 4,43 4,45 3,61 3,91 4,02 3,58 3,36 4,26 4,06 4,44 4,40 4,53 4,19 4,00 3,64 3,63 3,79 4,41 4,02 3,79 4,36 3,61 4,51 3,55 4,43 3,70 4,28 3,93 4,72 3,99 3,67 4,52 3,51 3,84 4,41 3,70 4,38 4,29 3,83 4,47 3,98 3,73 3,42 3,60 4,51 4,27 4,53 3,94 4,84 3,93 3,47 3,59 4,39 4,46 3,77 4,28 3,54 4,26 3,89 4,28 4,08 3,39 4,54 4,33 3,78 4,21 3,97 3,67 4,32 3,99 4,36 3,81 4,52 4,48 3,83 4,44 3,92 4,16 4,38 4,09 4,36 3,97 4,45 3,61 4,28 4,45 3,79 4,64 4,07 3,48 4,40 4,49 3,54 4,46 3,72 4,73 4,14 3,46 3,56 4,20 4,49 4,36 4,42 3,53 4,20 3,60 4,77 4,13 4,24 4,46 3,53 4,36 3,75 4,40 4,18 4,45 4,32 3,58 4,10 4,40 3,67 4,40 4,31 4,59 4,69 4,31 3,62 4,10 4,17 3,74 4,26 4,35 3,53 4,56 4,30 4,21 3,98 4,17 3,65 4,27 4,33 4,41 4,20 3,57 4,30 4,13 4,38 4,40 4,60 4,48 4,23 3,71 4,35 4,11 4,25 4,60 4,17 4,50 4,13 3,72 4,60 4,56 4,32 4,20 3,73 4,26 4,26 4,17 4,20 4,41 3,66 4,24 4,41 4,24 4,42 4,40 4,28 4,18 3,80 4,06 4,37 4,28 3,83 4,10 4,62 4,15 4,25 3,79 3,97 4,09 4,53 4,33 4,27 3,83 3,87 4,16 4,43 4,21 4,25 4,22 4,26 3,80 4,34 4,02 4,31 4,25 3,82 3,98 4,14 4,21 3,87 4,09 4,20 3,56 4,25 4,20 3,71 4,03 4,17 4,17 4,15 4,29 4,16 4,10 3,54 3,74 3,65 4,12 3,80 4,14 4,27 4,25
901 3 940 5 013 8 490 2 053 6 573 3 789 6 077 6 370 4 281 7 917 6 980 5 830 1 931 5 878 1 083 2 995 4 630 3 542 5 126 7 676 5 427 4 183 5 360 1 399 3 545 4 881 4 925 1 679 1 496 2 588 3 732 4 331 3 300 3 185 2 465 117 5 2 787 1 527 11 387 10017 752 4 298 529192 8 549 000 1 025 3 692 735394 206 11 649709 835 3 100 3 12 401 4 3 4 67 69 71 72 73 74 75 77 78 79 80 82 83 84 85 86 88 89 90 92 95 96 98 ) 65X 70T 65B 66B 65A 66A 70V 71V 75A 77A 94A 94B 81,B 94,V 97,V l 68, X 68, M a , 76A,B t T o M ( , T L B K , T Bus total Bus Metro train Local H
24 Passengers’ satisfaction with public transport services in Helsinki in 2008 Appendix 2 Passangers’ satisfaction by tender object in 2008 5 8 0 2 5 1 2 8 2 8 4 4 3 5 4 9 9 2 6 0 0 9 2 0 8 1 3 9 0 0 1 1 7 7 2 1 2 3 2 2 1 2 1 2 1 1 0 1 1 0 2 0 1 3 1 2 1 0 0 1 1 1 1 1 0 0 1 1 , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 8 1 8 9 8 3 9 1 6 2 9 1 3 2 1 5 7 3 8 6 3 0 0 0 7 7 1 7 5 6 6 2 2 7 6 5 7 6 7 6 6 7 7 7 4 7 6 5 4 6 5 5 7 5 6 6 7 7 5 5 7 5 6 6 6 7 7 , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 8 0 1 5 3 8 9 4 0 8 3 4 3 2 1 2 2 3 2 2 , , , , , , , , , , 4 4 4 4 4 4 4 4 4 4 6 9 7 1 6 3 9 2 9 8 8 7 7 8 7 5 7 9 7 4 , , , , , , , , , , 3 3 3 3 3 3 3 3 3 3 ting 14. Information Total 8 3 9 7 8 1 8 2 6 3 5 4 4 5 2 4 3 5 4 6 , , , , , , , , , , 4 4 4 4 4 4 4 4 4 4 7 6 1 2 3 3 8 6 1 2 0 0 1 1 0 1 1 0 0 1 , , , , , , , , , , 4 4 4 4 4 4 4 4 4 4 6 8 1 4 1 4 4 2 2 8 0 1 9 8 3 9 9 9 0 0 , , , , , , , , , , 4 4 3 3 4 3 3 3 4 4 8 1 9 8 1 6 8 4 3 7 4 5 4 3 4 3 4 4 4 5 , , , , , , , , , , 4 4 4 4 4 4 4 4 4 4 7 6 9 8 2 6 5 4 8 7 7 5 0 3 5 3 1 4 2 7 , , , , , , , , , , 4 4 4 4 4 4 4 4 4 4 9 5 9 0 6 7 9 0 9 5 5 6 6 6 6 6 5 6 5 6 8 , , , , , , , , , , 3 3 3 3 3 3 3 3 3 3 0 0 2 N I T C 2 5 0 6 4 9 7 7 9 3 E 7 6 8 6 5 6 6 6 5 6 , , , , , , , , , , J 3 3 3 3 3 3 3 3 3 3 B O R E D N 3 3 1 5 9 9 3 4 9 7 5 8 7 3 8 1 9 5 3 5 E , , , , , , , , , , 3 3 3 3 3 3 3 3 3 3 T Y B N O I T C 3 6 2 3 7 4 5 1 1 7 A 7 6 6 4 5 6 5 6 6 6 F , , , , , , , , , , 3 3 3 3 3 3 3 3 3 3 S I T A S ' S way of driving tidiness comfort availability suitability smoothness conditions safety conditions availibility Operator System R k E 8 7 3 4 1 7 8 9 8 0 5 6 7 5 5 6 3 5 6 8 G , , , , , , , , , , 3 3 3 3 3 3 3 3 3 3 N E S S A P 4 0 7 2 1 3 6 9 1 4 8 8 7 6 7 8 6 7 8 8 , , , , , , , , , , 1. Drivers' 2. Drivers' 3. Drivers' 4. Punctuality 5. Vehicle 6. Travel 8. Seat 9. Timetable 10. Travel 11. Transfer 12. Order, 13. Wai 5450 3,88 3,83 3,35 3,71 3,69 3,83 3,87 3,7772 3,38 3,9673 3,75 3,23 3,56 3,49 3,75 4,83 4,77 3,38 3,58 4,58 4,44 3,28 3,17 4,46 4,35 3,35 3,75 3,88 4,26 3,49 3,74 4,59 4,74 3,42 4,20 3,52 3,86 4,13 4,43 4,33 4,24 4,38 3,83 3,69 4,25 4,29 4,63 4,47 3,80 3,60 4,31 4,14 120130 3,86 3,80 3,64123 3,55133 3,83 3,79 3,79 3,65 3,74 3,63 3,71 3,18 3,74 3,75 3,61 3,74 3,64 3,86 3,65 3,78 4,76 3,86120 4,75 3,53124122 4,46 3,73118 3,61 4,47 3,60 3,79 3,76 4,85 3,76 4,03 3,45120 4,44 3,97 3,64 3,46 4,52 3,63 4,06 3,83 4,51 3,50 4,00126 3,83 3,51 4,59 4,15 3,67 3,59 4,53 3,66 4,16 3,71 4,02 3,85 4,00 3,97 3,98 3,38 3,64 4,13 3,97 3,52 3,73120 4,65 3,46 4,26 4,30 3,53 3,57 3,55 4,35 3,13 3,92 3,90 3,81 3,62128 3,72 3,65 4,65 3,69 3,93 4,77 3,68 4,35 3,84 4,41 4,60 4,52 3,67 4,41 3,67 4,56 4,24 3,80 3,61 4,37 4,35 4,21 3,59 4,50 4,33 3,67 3,39 4,25 4,36 4,14 4,17 4,06 3,98 3,59 4,09 3,57 4,31 3,94 4,48 4,43 4,17 3,59 4,29 3,63 3,71 4,11 3,87 3,94 3,74 4,28 3,80 3,65 4,41 4,20 4,12 4,20 4,43 4,14 4,77 3,53 4,25 4,38 4,02 4,57 3,79 4,28 4,02 4,08 4,29 4,46 4,13 3,79 4,63 3,48 4,20 4,28 121 3,77177109 3,71 3,62108 3,62 3,45 3,67 3,69 3,47 3,37 3,85 3,53 3,38 3,85 3,58 3,57 3,31 3,78 3,58 3,77 3,80 4,30 3,44 3,71 3,87120 4,59121 4,50 3,74 4,60 3,85 3,71 4,16 4,50 4,56 4,38 3,66 3,49 4,17 3,93 4,49 3,80 3,66 4,44 3,54 4,05 4,00 4,11 3,75 3,48 4,63 3,62 4,13 4,46 3,68 3,86 4,34 3,66 4,58 3,96 3,70 3,45 4,12 4,06 4,28 4,57 4,25 4,28 4,40 4,50 3,88 3,99 3,95 4,09 4,53 4,51 3,94 3,89 4,32 4,38 108 3,55 3,45 3,40 3,72 3,70 3,48 4,47 4,14 3,98 3,86 4,63 3,90 4,26 140 3,77 3,74 3,61 3,72 3,78 3,67 4,01 4,46 3,84 4,17 4,50 3,77 4,35 5152 4 435 3 787 5779 4 438 7 676 14 8 257 78909698 5 126 2 588 5 117 1 527 23 5 532 67 6 573 72 6 980 22 2 238 65X 5 013 52A52V 1 074 705 14B 421 2 21V65A65B 4 375 11 387 66A66B 940 3 490 8 053 2 70T70V 370 6 281 4 Line Boardings N service s information TotalTotalTotal 3 Total 3 3 TotalTotal 3 TotalTotal 3 3 Total 3 Total 3 3 3 t 9 0 3 5 1 2 3 4 5 6 2 3 3 3 4 4 4 4 4 4 c e j b O HKL Planning unit Planning HKL EK
Passengers’ satisfaction with public transport services in Helsinki in 2008 25 2 2 3 3 9 4 3 3 8 4 8 2 0 0 4 9 6 5 7 4 1 1 4 0 6 0 6 6 8 5 5 8 8 5 3 9 0 1 1 1 1 1 2 1 3 2 3 3 1 1 2 3 3 2 2 2 1 1 1 0 1 1 2 2 0 0 1 1 2 2 1 1 1 2 2 2 , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 5 5 6 6 3 7 3 7 5 5 6 8 9 6 5 9 2 2 3 8 1 2 2 6 3 3 5 5 1 1 8 4 7 6 8 2 8 3 5 5 8 8 8 8 9 8 9 9 5 5 5 6 6 5 8 8 7 6 7 6 7 6 8 8 4 4 6 6 6 6 6 6 6 6 5 6 , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 7 7 1 6 5 6 0 6 5 4 6 0 3 2 1 3 3 2 3 2 3 2 3 4 1 2 , , , , , , , , , , , , , 4 4 4 4 4 4 4 4 4 4 4 4 4 2 6 5 7 3 9 6 1 8 2 0 5 4 7 4 7 0 8 7 8 7 9 7 6 6 7 , , , , , , , , , , , , , 3 3 3 4 3 3 3 3 3 3 3 3 3 iting 14. Information Total 5 2 7 0 9 9 1 5 1 3 4 1 9 3 6 6 5 3 2 5 5 5 3 4 4 2 , , , , , , , , , , , , , 4 4 4 4 4 4 4 4 4 4 4 4 4 0 6 8 1 7 2 1 6 3 9 8 7 4 0 1 2 1 1 3 1 0 1 9 9 9 2 , , , , , , , , , , , , , 4 4 4 4 4 4 4 4 4 3 3 3 4 0 6 6 4 9 5 8 6 7 6 1 4 6 0 9 1 1 2 3 9 8 1 9 9 3 3 , , , , , , , , , , , , , 4 3 4 4 4 4 3 3 4 3 3 4 4 9 6 6 7 7 5 5 2 0 1 4 9 8 2 4 5 4 3 4 4 4 5 3 2 3 4 , , , , , , , , , , , , , 4 4 4 4 4 4 4 4 4 4 4 4 4 4 7 7 6 4 8 7 6 9 0 8 9 2 6 6 3 6 4 5 4 3 4 4 4 6 5 , , , , , , , , , , , , , 4 4 4 4 4 4 4 4 4 4 4 4 4 4 0 8 2 0 9 0 7 0 4 0 5 7 4 9 9 0 6 8 8 6 0 4 6 6 6 , , , , , , , , , , , , , 3 3 3 4 3 3 3 3 4 3 3 3 3 8 7 9 7 3 5 2 9 6 2 3 1 0 6 0 0 0 6 9 7 6 9 4 6 6 6 , , , , , , , , , , , , , 3 4 4 4 3 3 3 3 3 3 3 3 3 8 7 7 9 9 9 2 3 7 4 2 9 1 6 5 8 0 8 8 5 6 9 5 7 8 8 , , , , , , , , , , , , , 3 3 3 4 3 3 3 3 3 3 3 3 3 2 0 3 9 9 1 0 2 3 3 5 6 3 6 7 7 8 5 7 5 6 6 4 5 6 5 , , , , , , , , , , , , , 3 3 3 3 3 3 3 3 3 3 3 3 3 way of driving tidiness comfort availability suitability smoothness conditions safety conditions availibility Operator System k 0 4 6 0 7 6 2 8 4 1 6 8 2 4 6 6 8 4 6 7 5 6 3 5 5 6 , , , , , , , , , , , , , 3 3 3 3 3 3 3 3 3 3 3 3 3 3 9 9 9 7 7 1 1 1 5 0 0 1 6 9 8 9 6 8 8 7 9 6 7 8 7 , , , , , , , , , , , , , 1. Drivers' 2. Drivers' 3. Drivers' 4. Punctuality 5. Vehicle 6. Travel 8. Seat 9. Timetable 10. Travel 11. Transfer 12. Order, 13. Wa 72 3,99 3,64 3,70 3,57 4,07 3,90 4,67 4,46 3,99 4,10 4,62 3,46 4,17 123 3,92126 3,65 3,99120126114 3,80 3,85 3,77 3,59 3,64 3,42 3,89 4,08 3,33 3,59 4,15 3,51 4,09 3,59 3,70 4,06 4,07 4,00 3,78 3,79 4,58 4,02 3,53 3,68 3,58 4,65 4,66 3,55 3,70 3,42 4,38 4,47 4,28 4,36 4,48 4,32 4,16 4,40 4,20 4,42 4,76 4,16 4,10 4,10 3,76 4,35 4,50 4,13 4,11 4,25 4,07 4,40 4,17 4,42 4,40 3,79 4,35 3,83 3,87 4,21 4,26 4,34 121120 3,80 3,84114120 3,76 3,65 3,71 3,72119 3,47 3,64 3,56 3,46 3,91131 3,48 3,60 3,58 3,64 3,67 3,65120 3,76 3,64 3,53 3,31 3,63 3,84 3,70 3,85109 3,71129 3,60144 3,86 3,56 3,43 3,97 4,40 3,65 4,60 3,80 3,57 3,84 3,88122 3,96 4,42 3,53 3,55 3,54186 4,51 3,50125 4,35 3,67 4,39 3,66 4,00 3,42 3,81 3,91 3,72 3,72 3,69 4,05 4,40 3,58 4,45 3,68 3,70 4,49 3,44 3,61 4,09 3,63 3,58 4,15 3,90 3,83 4,03 3,96 4,50 3,62 3,77 4,40 4,56 3,60 3,51 4,42 3,78 3,46 3,91 3,65 4,27 3,52 3,86 4,16 4,31 3,77 4,48 3,87 3,74 3,98 4,61 3,65 3,73 4,42 3,63 4,17 3,66 3,96 4,24 4,29 4,80 3,55 3,71 4,22 4,76 3,57 3,72 4,60 4,51 3,77 3,99 3,91 4,38 3,61 4,43 3,61 4,32 3,98 4,36 4,41 4,41 4,33 3,98 4,72 4,43 4,47 4,38 3,72 4,28 4,39 4,24 4,44 4,54 4,08 4,52 3,81 4,07 3,60 4,28 4,36 4,49 4,46 4,49 4,36 4,32 4,18 3,67 4,40 4,31 3,74 4,26 3,57 4,33 4,40 4,21 4,17 4,20 3,73 4,13 3,66 3,80 4,18 4,28 4,25 118 3,63 3,40120 3,62 3,77 3,76 3,68 3,68 3,66122 3,44128 3,67 3,69 4,64 3,73 4,06 3,53 4,29 3,56 3,91 3,54 4,04 3,52 4,59 4,02 4,03 4,63 4,16 4,35 3,79 3,67 4,08 3,72 3,77 3,78 4,23 4,64 4,21 4,73 4,69 4,45 3,79 4,59 4,41 4,60 4,34 4,26 4,24 4,62 4,53 3,80 3,82 4,21 4,20 129 3,93 3,62 3,72 3,90115 4,08 3,87 3,99 3,66 4,21 3,71 4,50 3,89 4,03 3,95 4,17 3,89 4,63 4,58 3,73 4,45 4,36 4,38 4,36 4,29 3,79 4,30 62 1 987 17 114 5 5059 3 912 2 547 64 4 862 84858688 3 545 89 4 881 4 925 1 679 1 496 2042 6 571 3 730 3945 5 911 2 913 40 4 308 73 5 830 74 1 931 8082 5 427 5 360 75A77A 1 083 542 3 58,B 9 153 15,A 1 633 81,B 4 183 76A,B 2 995 Line Boardings N service s information TotalTotal 3 Total 3 Total 3 Total 3 TotalTotalTotal 3 Total 3 Total 3 Total 3 Total 3 3 Total 3 3 3 t 7 1 2 3 4 5 6 7 8 0 1 2 3 4 5 5 5 5 5 5 5 5 6 6 6 6 c e j b O
26 Passengers’ satisfaction with public transport services in Helsinki in 2008 9 9 5 7 7 2 8 4 2 2 4 4 0 7 4 3 3 3 6 3 0 9 9 3 3 8 4 2 5 5 8 5 4 6 5 5 1 1 2 1 2 2 1 1 1 1 1 1 1 1 1 0 0 3 3 0 1 2 1 0 1 1 2 2 2 2 2 2 , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 5 5 3 8 5 4 2 2 9 8 9 8 8 4 4 4 4 6 6 5 7 8 1 3 4 8 2 2 4 0 2 0 1 1 6 6 7 5 6 6 7 7 6 6 6 6 6 8 8 8 8 0 0 5 5 5 6 6 5 5 7 7 7 7 6 7 , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , 4 3 3 3 3 3 3 3 4 3 3 3 3 3 3 3 3 3 3 3 3 3 4 3 3 3 3 3 3 3 3 4 3 3 Total 4 3 1 3 6 0 4 4 4 7 1 7 4 3 3 2 2 2 2 3 2 1 3 4 , , , , , , , , , , , , 4 4 4 4 4 4 4 4 4 4 4 4 2 2 4 3 5 0 4 8 3 7 6 5 0 7 7 8 8 5 8 8 8 6 0 9 , , , , , , , , , , , , 4 3 3 3 3 3 3 3 3 3 4 3 iting 14. Information 2 6 3 5 6 3 9 9 6 5 7 7 8 5 5 4 3 5 4 5 5 2 5 4 , , , , , , , , , , , , 4 4 4 4 4 4 4 4 4 4 4 4 7 0 7 6 3 0 2 0 0 4 4 8 3 0 1 0 0 1 2 0 1 0 2 1 , , , , , , , , , , , , 4 4 4 4 4 4 4 4 4 4 4 4 2 4 8 2 1 0 5 8 1 6 9 8 5 2 0 0 1 0 9 7 4 2 0 1 , , , , , , , , , , , , 4 4 4 4 4 4 3 3 4 4 4 4 2 5 2 6 4 7 6 1 6 5 1 0 8 4 5 5 4 4 4 4 3 3 5 5 , , , , , , , , , , , , 4 4 4 4 4 4 4 4 4 4 4 4 8 7 9 1 6 6 8 4 4 1 1 8 9 4 4 6 4 7 3 3 8 5 5 4 , , , , , , , , , , , , 4 4 4 4 4 4 4 4 4 4 4 4 9 9 1 0 0 2 3 1 6 8 6 5 1 6 7 8 7 8 0 9 1 5 7 7 , , , , , , , , , , , , 4 3 3 3 3 3 4 3 4 3 3 3 9 4 0 9 1 4 8 5 4 4 3 1 1 6 7 7 7 8 9 9 3 5 8 8 , , , , , , , , , , , , 4 3 3 3 3 3 3 3 4 3 3 3 8 4 1 8 9 2 1 6 8 6 0 0 2 8 7 5 7 3 5 3 1 7 7 9 , , , , , , , , , , , , 4 3 3 3 3 3 3 3 4 3 3 3 1 4 0 5 9 6 8 8 4 9 2 1 0 6 6 6 5 5 6 6 0 5 7 6 , , , , , , , , , , , , 4 3 3 3 3 3 3 3 4 3 3 3 way of driving tidiness comfort availability suitability smoothness conditions safety conditions availibility Operator System k 9 9 5 9 8 8 7 8 0 7 4 0 1 5 4 5 6 3 6 7 6 4 5 6 , , , , , , , , , , , , 4 3 3 3 3 3 3 3 3 3 3 3 information s 2 4 5 7 8 3 7 7 1 0 6 5 1 7 7 7 7 7 8 8 1 7 7 7 , , , , , , , , , , , , 1. Drivers' 2. Drivers' 3. Drivers' 4. Punctuality 5. Vehicle 6. Travel 8. Seat 9. Timetable 10. Travel 11. Transfer 12. Order, 13. Wa 61 4,12 4,19 4,01 4,24 4,19 4,19 4,98 4,82 4,58 4,33 4,82 4,0248 3,67 4,43 3,39 3,5663 4,00 3,78 3,77 3,64 3,68 3,52 4,71 4,04 4,38 3,62 4,50 3,56 3,94 4,55 4,27 4,53 3,46 4,17 4,06 3,88 4,61 3,73 4,40 175 3,75125121118 3,59 3,88 3,69 3,81131 3,65 3,64 3,32 3,46 3,78120 3,69 3,81137 3,52 3,59 3,70 3,67 3,64 3,81 3,97120 3,69 3,75 3,65 3,59 3,61 3,59 3,72 3,77118 3,68 3,70 3,54 3,59 4,47 3,71 3,38 3,66 3,87 3,71179 3,59 3,79 4,45 3,69 4,56 3,67 3,56 3,75 4,44 3,81126 4,56 3,80 3,77 4,22 4,58 3,64 4,48 3,78 3,68 3,31 4,14 4,54121 4,61 3,72 4,00129 4,12 3,71117 3,84 3,91 3,60 3,68 3,56 3,68 4,22 4,56122 4,47 4,56 3,72 4,20246 4,44 3,63 3,83 4,14 3,98 3,47 4,04 4,20 3,38 3,72 3,87 4,00 4,48 3,52 4,57 3,67 4,40 3,47133 4,76 4,48 4,01 4,70 3,95 3,63 3,50 4,02 4,18 3,75 4,00 3,36 3,66 4,31 3,76 3,76 4,27 4,47 3,58121 4,38 3,62 3,96108 4,45 4,34 3,61 3,93 3,64 3,54 3,60 4,36 4,09 3,70 3,85 4,05 4,46 4,31 3,84 4,34 3,83 3,70 4,19 4,38 4,45 3,47 3,54 4,24 3,39 3,53 3,72 4,10 3,83 3,67 3,98 4,41 3,63 4,84 3,75 3,61 4,26 3,48 3,98 3,54 4,53 3,53 3,56 3,64 4,20 3,70 3,71 4,36 3,60 4,40 3,58 4,17 4,40 3,50 3,53 4,23 4,69 4,49 3,83 4,04 3,87 4,46 4,27 3,90 4,30 4,38 4,60 3,84 4,48 3,76 4,24 4,59 3,84 4,17 3,82 4,32 4,26 4,20 4,28 4,51 3,88 4,41 3,82 4,24 4,56 3,74 4,10 4,15 3,97 4,16 4,51 4,09 4,70 3,83 4,34 4,36 4,22 4,02 4,31 4,14 4,25 4,08 4,45 3,56 4,52 4,27 4,25 3,71 4,17 4,03 4,28 4,08 3,54 4,16 4,15 3,65 4,16 4,57 4,10 4,07 4,23 4,12 4,06 4,27 4,57 4,41 3,93 4,31 3,99 4,53 4,45 53 412 54 3 282 414347 3 677 5 571 852 69 6 077 7577 5 878 4 630 16 2 582 18 8 287 83 1 399 92 3 732 95 2 465 63 5 303 71 7 917 94A94B 300 3 185 3 71V 901 68,X 3 789 55,A 4 271 94,V 4 331 97,V 2 787 Line Boardings N service TotalTotalTotal 3 Total 4 TotalTotal 3 Total 3 Total 3 Total 3 3 Total 3 Total 4 Total 3 3 3 t 4 5 6 7 8 9 0 1 2 3 4 5 6 6 6 6 6 6 7 7 7 7 7 7 c e j b O
Passengers’ satisfaction with public transport services in Helsinki in 2008 27 Appendix 3 Passangers’ satisfaction by operator in 2008 4 0 3 4 9 0 0 3 5 9 8 5 8 9 2 1 2 4 7 3 5 0 2 8 8 8 6 4 3 2 6 6 3 6 0 9 1 8 6 3 9 5 8 1 3 8 5 4 9 0 4 0 6 0 0 0 0 1 1 0 1 1 1 1 1 2 0 1 1 1 0 0 2 1 1 1 2 1 2 1 2 0 1 1 0 2 1 2 1 1 1 2 2 1 1 1 1 1 1 2 2 1 1 2 3 3 3 1 2 1 , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 5 2 1 7 2 7 1 5 1 1 6 4 3 9 2 0 2 3 8 8 2 5 5 8 5 2 1 3 2 1 5 7 4 2 1 7 0 2 1 9 8 3 3 8 2 8 6 8 9 6 5 8 6 3 5 8 7 8 8 8 8 8 8 8 7 7 8 7 4 7 7 6 7 6 5 7 6 6 7 5 7 7 6 5 4 6 5 7 7 7 5 7 6 6 6 6 5 6 6 6 5 5 5 5 6 6 7 5 6 6 , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , 3 3 Total Operator System of information of 18. Functioning 17. Station 17. 2 9 2 2 , , 4 4 availibility tidiness 14. Inform. 0 0 8 8 , , 3 3 13. Waiting 13. conditions 4 6 0 4 , , 4 4 safety 12. Order, Order, 12. 2 1 2 1 , , 4 4 11. Transfer 11. Transfer conditions 6 4 1 0 , , 4 4 10. Travel 10. smoothness 4 4 5 4 , , 4 4 suitability 9. Timetable 9. Timetable 5 3 0 4 , , 4 4 8. Seat 8. 0 7 8 6 , , 3 3 6. Travel6. 2 9 6 6 , , 3 3 tidiness comfort availability 5. Vehicle5. 8 7 7 6 , , 3 3 4. Punctuality 5 7 8 5 , , 3 3 way ofway driving 0 9 9 5 , , 3 3 2. Drivers' 3. Drivers' information skills 8 3 8 7 , , service 1. Drivers' 1. PASSENGERS' SATISFACTION OPERATOR IN 2008 BY 138 4,01 3,88 3,94 3,68 3,65 3,75 4,40 4,35 4,07 4,15 3,99 3,77 4,08 3 68 20 1009 17 178 171 7 382 164 3,89 48 3,86 3,96 3,75 3,86 3,88 3,73 3,90 3,89 3,62 3,76 3,72 3,70 3,73 3,90 3,92 3,98 4,04 3,99 4,25 4,63 4,42 4,58 4,07 4,52 4,24 4,27 4,26 4,21 3,90 4,26 3,86 3,72 4,04 3,81 4,32 3,81 4,30 4,13 3 3 3 14 8 257 140 3,77 3,74 3,61 3,72 3,78 3,67 4,01 4,46 3,84 4,17 4,50 3,77 4,35 3 10 34 571 3031820 3,96 8 28722 6 5712339 3,90 179 2 23841 121 5 53242 5 911 3,8143 128 3,89 3 677 3,8045 120 3 73047 114 5 571 3,8454 125 4,08 3,78 2 913 3,8357 120 3,76 3,7162 852 121 3 282 3,88 3,6863 120 3,80 4 438 3,68 3,84 3,67 1 987 3,47 3,69 118 3,64 3,81 175 3,72 5 303 123 3,65 3,67 3,38 3,81 118 3,65 3,64 3,75 3,48 133 3,60 3,32 3,8367 4,02 3,46 3,95 3,63 3,69 3,57 3,76 3,56 3,76 3,46 3,1369 3,53 3,59 3,96 6 573 3,52 4,63 3,63 3,67 3,74 3,85 3,97 3,40 3,69 6 077 3,60 3,5871 3,70 126 3,54 4,24 3,65 3,64 3,69 3,72 3,84 4,34 3,67 3,7474 3,57 3,64 131 3,62 4,40 7 917 3,6675 3,59 3,68 4,29 3,71 3,72 3,86 3,8177 4,41 4,77 1 3,71 931 3,78 3,8678 108 4,42 3,70 3,68 4,35 3,71 5 87879 4,35 3,88 3,64 3,38 4,21 4 630 3,7080 3,71 120 3,86 4,57 4,56 3,70 5 126 3,59 3,68 3,91 4,36 120 3,59 4,40 4,60 3,61 7 67682 3,83 137 3,87 4,44 3,70 3,73 5 427 3,55 4,0484 4,39 4,08 3,44 120 4,58 3,67 4,0985 3,94 3,83 3,63 4,51 133 4,56 3,76 5 360 3,65 3,8186 4,48 122 4,18 4,45 4,47 3,61 3 545 3,93 4,1388 4,59 4,12 3,56 4,85 4 881 3,79 4,1189 4,64 4,56 4,05 3,91 4,54 125 3,60 3,75 4 925 3,66 3,5990 3,91 3,96 3,67 4,45 120 3,59 4,51 1 679 3,88 4,2096 4,63 3,45 4,52 126 3,55 4,29 1 496 4,22 3,69 3,86 4,1598 4,41 4,61 114 3,79 3,90 3,63 3,59 2 588 3,54 3,77 4,14 4,22 4,27 122 4,51 3,68 5 117 3,66 3,59 4,34 3,48 4,57 4,15 4,04 128 3,72 3,50 4,20 3,64 1 3,80 527 3,82 3,71 4,29 3,53 4,42 124 3,58 3,69 3,61 3,69 4,00 4,48 4,08 4,42 122 3,42 4,17 3,73 3,62 3,63 4,28 3,75 3,75 4,00 4,02 3,74 118 3,71 3,33 4,70 4,32 3,79 4,28 3,87 3,59 3,77 4,61 3,76 3,46 3,72 3,78 3,76 4,28 4,56 3,60 3,53 3,64 4,48 3 3,76 3,51 3,52 4,36 3,77 4,65 4,35 3,56 3,62 3,72 3,59 4,22 4,36 3,53 4,56 3,70 3,64 4,41 3,71 4,31 3,73 3,72 4,57 3,94 3,57 3,46 3,66 3,54 3,72 4,00 3,90 4,48 3,63 4,38 3,52 4,52 3,60 3,78 4,00 3,57 3,79 4,47 3,77 3,83 4,31 4,06 4,12 3,53 4,03 3,51 4,24 4,44 4,21 4,41 3 4,65 4,16 3,68 4,16 3,59 3,61 3,58 3 4,02 4,48 4,44 3,55 3,79 4,31 4,02 4,38 3,91 4,40 3,97 4,52 4,41 3,70 3,67 3 4,23 3,42 3,97 3 3 4,45 4,00 3,77 3,73 4,51 4,47 3,46 3,79 4,27 3,98 3,78 4,21 4,39 4,28 3,53 3 4,41 4,36 3,92 3 3,83 3,93 4,48 4,16 3,62 4,52 3 4,29 3 4,09 4,64 4,28 4,44 4,14 3,65 4,40 3,99 4,73 3 4,20 4,42 4,26 4,13 4,45 4,36 4,45 4,77 3,60 3 4,18 4,35 4,24 4,10 4,31 4,59 3 4,45 3 4,60 4,10 4,35 3,75 4,26 4,30 4,41 4,56 4,24 4,40 3,71 3 3,98 4,13 4,33 4,60 4,37 4,11 4,25 4,17 3,72 4,17 4,50 4,26 4,33 4,20 4,23 3,73 4,17 4,24 4,25 4,42 4,40 4,41 3,80 4,06 4,62 3,98 4,18 3 3,79 4,53 4,09 3,87 3,83 3,80 4,25 3 4,43 4,17 3,82 4,21 4,29 3 4,34 4,26 4,21 3,74 3,87 3 4,20 3,80 4,14 4,20 3 3 4,25 3 3 3 3 3 3 3 3 3 3 3 3 1,A 10 896 4,T 32 872 373 3,85 3,89 3,81 3,97 3,70 3,80 3,74 4,55 4,23 4,21 4,23 3,93 4,24 3 65X 5 013 108 3,55 3,45 3,40 3,72 3,70 3,48 4,47 4,14 3,98 3,86 4,63 3,90 4,26 3 14B 2 42121V 121 4 375 3,77 177 3,62 3,71 3,45 3,6765A65B 3,37 3,85 11 38766A 3 94066B 3,85 3,58 72 8 490 109 3,78 2 053 3,58 3,7570T 73 3,6270V 108 3,44 4,30 6 37071V 3,49 3,75 4 3,69 281 3,47 4,59 120 4,50 901 121 3,58 3,38 3,53 3,38 3,85 4,16 4,50 3,71 63 3,17 3,28 3,57 3,31 4,17 3,93 3,66 3,78 3,75 3,49 3,35 3,80 3,77 4,05 4,44 3,74 3,66 3,49 3,64 3,87 3,54 3,71 3,75 4,63 3,42 3,48 4,20 3,52 3,74 3,62 4,60 4,34 3,86 3,68 4,43 3,66 4,13 4,04 4,38 4,56 3,70 4,12 3,83 3,45 3,62 4,38 3,80 4,49 4,25 3,56 3,69 4,57 4,25 4,11 4,00 4,63 4,40 4,29 4,55 4,50 4,13 4,46 3,80 3 3,88 4,47 4,53 3,99 3,96 4,58 4,31 3 3,95 4,17 3,60 4,09 4,28 4,06 3,88 4,53 4,14 4,51 4,28 3,94 4,61 3,89 3,73 4,32 4,38 3 4,40 3 3 3 3 3 3 Line 68,X 3 789 121 3,85 3,53 3,64 3,87 3,84 3,82 4,70 4,45 4,08 4,07 4,57 3,93 4,53 3 81,B 4 183 186 3,81 3,61 3,51 3,98 3,55 3,61 4,72 4,54 4,46 4,31 4,40 3,66 4,28 3 3B,T 46 6257A,B 547 32 582 3,84 331 3,87 3,89 3,94 3,79 3,90 3,54 3,36 3,58 3,71 3,62 3,75 4,11 4,46 4,06 4,06 4,51 4,19 4,16 4,13 3,90 3,73 4,07 4,22 3,73 4,20 3 3 Tram total 202 206 2 075 3 HKL Planning unit EK Tram Boardings N (HelB) Bussiliikenne Helsingin Total 208 105 5 550 3
28 Passengers’ satisfaction with public transport services in Helsinki in 2008 2 4 4 0 7 4 3 3 9 5 6 6 4 3 6 7 8 5 3 8 4 2 5 5 7 1 3 4 2 6 0 0 3 3 1 2 1 1 0 0 2 2 1 0 1 2 1 0 1 1 1 2 2 1 3 3 3 2 2 1 2 3 2 5 5 1 1 0 1 1 , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 2 8 4 6 5 8 4 7 5 7 8 1 3 4 2 6 3 3 7 3 5 6 8 4 8 1 8 9 7 9 6 3 4 8 6 8 6 4 6 6 6 5 5 5 6 6 5 6 8 8 8 8 9 9 0 8 7 6 5 7 6 1 1 6 0 8 8 9 , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , Total 3 3 3 3 4 3 4 3 3 Operator System 9 4 0 9 , , 4 3 of information of 18. Functioning 6 1 4 0 , , 3 3 17. Station 17.
2 0 1 0 3 8 5 2 3 3 4 2 1 3 , , , , , , , 4 4 4 4 4 4 4 availibility tidiness 14. Inform. 0 9 6 2 9 7 7 8 0 7 , , , , , 3 3 3 4 3 13. Waiting 13. conditions 5 1 8 2 6 1 9 3 6 5 8 4 9 0 , , , , , , , 4 4 4 4 4 3 4 safety 12. Order, Order, 12. 8 1 5 3 3 0 1 0 3 1 , , , , , 4 4 4 4 4 11. Transfer 11. Transfer conditions 8 2 8 8 7 3 4 1 1 0 5 0 6 4 , , , , , , , 4 4 4 4 4 4 4 10. Travel 10. smoothness 8 1 8 2 4 5 1 3 5 4 8 4 5 4 , , , , , , , 4 4 4 4 4 4 4 suitability 9. Timetable 9. Timetable 0 0 6 8 6 9 8 5 5 7 9 4 2 7 , , , , , , , 4 4 4 4 4 4 3 8. Seat8. 9 4 9 9 0 6 9 5 1 7 , , , , , 3 3 3 4 3 6. Travel6. 9 1 8 2 2 3 9 6 0 7 1 7 4 3 , , , , , , , 3 4 3 4 3 3 3 tidiness comfort availability 5. Vehicle5. 6 8 3 4 8 5 3 6 8 5 2 6 4 8 , , , , , , , 3 3 3 4 3 4 3 4. Punctuality 9 5 3 1 0 7 8 5 7 7 0 6 3 2 , , , , , , , 3 3 3 4 3 way ofway driving 9 2 7 8 9 5 6 5 1 5 , , , , , 3 3 3 4 3 2. Drivers' 3. Drivers' information skills 2 5 3 4 6 7 9 8 1 7 , , , , , service 1. Drivers' 1. 17 10017 752 4 192 000 1 025 4
17 5 114 72 3,99 3,6451 3,70 4 435 3,57 120 4,07 3,86 3,9053 3,64 412 4,67 3,79 4,46 61 3,71 3,99 4,12 3,75 4,10 3,64 4,19 4,62 4,01 4,76 3,46 4,46 4,24 4,17 4,03 4,19 4,19 4,06 4,59 4,98 3,85 4,82 3 4,26 4,58 4,33 4,82 4,02 3 4,43 4 1672 2 58273 6 980 120 5 83092 120 3,77 131 3 732 3,81 3,6595 3,38 121 3,68 2 465 3,31 3,56 3,68 122 3,61 3,43 3,31 3,47 3,87 3,3940 3,84 3,5450 3,50 3,59 3,63 4 308 3,8359 3,42 3 91264 3,59 3,6483 119 3,44 2 547 3,61 120 4,76 4 862 3,47 3,91 1 399 123 4,28 3,77 3,54 4,47 126 4,40 3,61 126 3,92 3,64 3,48 4,43 3,99 4,05 3,76 4,31 4,1452 4,40 3,58 4,02 3,63 3,65 4,10 3,96 3,66 3,80 3 787 3,60 4,27 4,02 3,97 4,30 3,85 3,99 4,53 130 3,67 3,89 4,32 4,04 3,96 4,46 4,26 4,06 3,80 4,08 3,50 4,33 4,09 4,10 4,00 4,18 3,79 4,15 3,91 4,15 4,24 3,72 4,07 3,55 4,34 4,22 4,06 4,20 4,02 4,49 4,02 4,36 4,59 4,19 3,65 3,56 4,50 4,25 4,63 4,58 4,66 4,15 3,18 4,84 4,16 3,54 4,08 4,65 3,74 4,47 4,36 4,17 4,12 4,38 4,23 3,65 3 4,16 4,46 4,51 3 4,32 4,69 3 4,16 4,17 4,75 3,98 3,79 4,76 4,50 4,56 4,47 4,24 3 4,34 3,76 3,83 4,07 3,97 4,40 3 4,27 4,35 4,00 4,53 3,98 3 3 4,35 3 4 3 3 75A77A 1 083 3 54294A 10994B 144 3 300 3,65 3 185 3,84 117 3,53 48 3,63 3,67 3,67 3,72 3,47 3,70 3,90 3,39 3,58 3,77 3,78 3,56 3,52 3,74 3,84 4,00 3,63 3,67 4,80 3,77 3,56 4,60 3,68 4,3852A52V 4,36 4,69 4,43 1 074 4,71 4,28 705 4,48 4,08 54 4,38 4,07 4,41 50 4,49 3,88 4,50 3,83 4,09 4,32 3,67 3,94 3,35 3,57 4,25 3,71 4,21 4,27 3,69 4,13 4,03 3,83 3,46 3,87 4,10 3,77 3,38 4,06 3,96 3,23 3,56 3 4,83 3 4,77 4,58 4,44 3 4,46 3 4,35 3,88 4,26 4,59 4,74 3,52 3,86 4,33 4,24 3 3 Line 55,A 4 271 11894,V 3,87 4 33197,V 3,67 129 2 787 3,68 3,72 246 3,56 3,52 3,67 3,9858,B 3,66 4,01 3,36 9 153 3,70 3,60 4,38 129 3,39 3,93 4,46 3,83 3,54 3,98 3,53 3,62 4,40 3,53 4,20 3,72 4,38 4,49 4,60 3,90 4,20 3,84 4,28 4,08 3,97 4,24 4,16 3,99 4,31 4,14 4,21 3,71 4,17 4,50 4,16 3,65 4,03 3 4,27 4,17 4,63 3,73 3 4,36 3 3 15,A 1 633 115 3,87 3,66 3,71 3,89 3,95 3,89 4,58 4,45 4,38 4,36 4,29 3,79 4,30 3 n 76A,B 2 995 129 3,80 3,50 3,58 4,03 3,65 3,65 4,76 4,43 4,38 3,81 4,49 3,74 4,20 3 i a r t l M o , r a t c B e , o Concordia TotalPohjolan kaupunkiliikenne 48 716 1 769 3 TotalVeolia Transport 31 295 815Total 3 Etelä-Suomen Linjaliikenne 10 001Total 354 3 Bus total 412M 61L 298 529 4 8 549 3 HKL's own (tram, production metro) HKL's T
Passengers’ satisfaction with public transport services in Helsinki in 2008 29 Appendix 4 Questionnaire
HKL passenger survey, autumn 2008 Please select the most suitable answer by checking a box. In the following questions, please evaluate only the route that you are travelling on when responding to this survey. Please return this questionnaire to the research assistant. A. To what extent do the below-mentioned characteristics fit the service on this route? (2) (1) Very (4) Quite (5) Very (3)Passably (0) Can't say poorly Somewhat well well poorly 1. Drivers' customer service is friendly 2. Drivers are able to provide travel-related advice 3. Drivers drive in a comfortable and smooth manner 4. Trams keep to schedule on this route 5. Trams are tidy 6. Travel comfort is good (indoor fittings)
(1) Very (2) Quite (4) Quite (5) Very (3) Passable (0) Can't say poor poor good good B. 7. Overall mark for the operator for managing this route
C. To what extent do the below-mentioned characteristics fit this route? (2) (1) Very (4) Quite (5) Very Somewhat (3)Passably (0) Can't say poorly well well poorly 8. Seats are available on this route at this time of day 9. The route suits my travel needs well 10. Travelling is fast and easy 11. It's easy to switch from one mode of public transport to another 12. Public order disturbances do not occur 13. Waiting at stops is comfortable
Please evaluate Helsinki's public transport services more generally in the following questions.
D. To what extent does the following claim fit Helsinki's public transport service ? (2) (1) Very (4) Quite (5) Very Somewhat (3)Passably (0) Can't say poorly well well poorly 14. Information on timetables and routes is readily available 15. Ticket inspectors carry out their duties courteously and appropriately
(1) Very (2) Quite (4) Quite (5) Very (3) Passable (0) Can't say poor poor good good E. Overall mark for public transport services in Helsinki
F. Which form of public transport do you prefer most? Why?
Continued on the reverse side…
30 Passengers’ satisfaction with public transport services in Helsinki in 2008 Background information on the respondent
Gender On average, how often do you travel on this route? 1 female 1 at least four days a week 2 male 2 2 - 3 days a week 3 one day a week 4 rarely Year of birth: ______
Usually, when you travel on this route… 1 over half of the seats are vacant 2 some seats are vacant Which of the following best describes you? 3 no seats are vacant 1 employee 4 many passengers have to stand 2 official 3 manager / entrepreneur 4 student / pupil The primary purpose of this journey is... 5 homemaker / on parental leave 1 work-related 6 pensioner 2 school-related 7 other 3 shopping/personal business 4 recreational Will/did you switch from one mode of public transport to another on this journey? Could you have taken this journey in 1 yes, once your own car? 2 ye s, twice or more 1 ye s 3 no 2 no
If your reply was yes to the previous question: Municipality of residence:______What kind of public transport are you using during this trip?
What type of ticket are you using 1 bus, line:____ on this journey? 2 tram, line:____ 1 travel period loaded on Travel Card 3 metro 2 value loaded on TC 4 train 3 single ticket 5 ferry 4 other
Other comments:
WISHING YOU MANY PLEASANT TRIPS WE THANK YOU FOR YOUR HELP
This part is filled in by the interviewer: Vaunu nro:______Päivämäärä:______Klo:____ Linjan nro:______Suunta:______Vaunun täyttöaste:___( 1- 4) Sää: Sateinen (1)/ Pouta (2) Haastattelija:______
Passengers’ satisfaction with public transport services in Helsinki in 2008 31 32 Passengers’ satisfaction with public transport services in Helsinki in 2008
HKL series B, ISSN 1459-725X
B: 6/2009 Passengers’ satisfaction with public transport services in Helsinki in 2008 B: 5/2009 Pääkaupunkiseudun joukkoliikenteen BEST-tutkimusten arviointi B: 4/2009 Helsingin joukkoliikenne kansainvälisessä BEST-tutkimuksessa 2009 B: 3/2009 Östersundomin joukkoliikennekokemukset B: 2/2009 Matkustajien tyytyväisyys Helsingin joukkoliikennepalveluihin vuonna 2008 B: 1/2009 Joukkoliikenteen laaturaportti: syksy 2008 B: 6/2008 Passengers’ satisfaction with public transport services in Helsinki in 2007 B: 5/2008 Joukkoliikenteen kulkumuoto-osuuden ja asiakastyytyväisyyden kehitys Vuosaaressa metroradan käyttöönoton jälkeen B: 4/2008 Matkustajien tyytyväisyys Helsingin joukkoliikennepalveluihin keväällä 2008 B: 3/2008 Helsingin joukkoliikenne kansainvälisessä BEST-tutkimuksessa 2008 B: 2/2008 Tariffi politiikan vaikutukset liikkujaryhmiin B: 1/2008 Matkustajien tyytyväisyys Helsingin joukkoliikennepalveluihin vuonna 2007 B: 4/2007 Ruuhkan vaikutus bussiliikenteen matka-aikoihin Helsingissä B: 3/2007 Matkustajien tyytyväisyys Helsingin joukkoliikennepalveluihin keväällä 2007 B: 2/2007 Helsingin joukkoliikenne kansainvälisessä BEST-tutkimuksessa 2007 B: 1/2007 Matkustajien tyytyväisyys Helsingin joukkoliikennepalveluihin vuonna 2006 B: 3/2006 Matkustajakysely ihmisten kokemasta turvattomuudesta Helsingin metrossa B: 2/2006 Matkustajien tyytyväisyys Helsingin joukkoliikennepalveluihin keväällä 2006 B: 1/2006 Matkustajien tyytyväisyys Helsingin joukkoliikennepalveluihin vuonna 2005 B: 4/2005 Helsingin joukkoliikenne kansainvälisessä vertailussa 2002–2005 B: 3/2005 Helsingin palvelulinjat: suunnitelma ja toteutus B: 2/2005 Matkustajien tyytyväisyys Helsingin joukkoliikennepalveluihin keväällä 2005 B: 1/2005 Matkustajien tyytyväisyys Helsingin joukkoliikennepalveluihin vuonna 2004 B: 5/2004 Helsingin joukkoliikenne kansainvälisessä vertailussa 2001–2004 B: 4/2004 Liikennehäiriöiden tunnistaminen pääkaupunkiseudun bussiliikenteessä B: 3/2004 Metron kuormitukset arkena 2003 B: 2/2004 Matkustajien tyytyväisyys Helsingin joukkoliikennepalveluihin keväällä 2004 B: 1/2004 Matkustajien tyytyväisyys Helsingin joukkoliikennepalveluihin vuonna 2003 B: 1/2003 Raitiolinjojen kuormitukset ja nopeudet arkena 2002
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