Ferry Passenger Survey Kevyn Wicks/ Steve King, Future Thinking Caledonian MacBrayne Ferry Passenger Monitor Keith Bailey Senior Insight Advisor Transport Focus The independent transport user watchdog t 0300 123 0822 e [email protected] 1 Introduction • This presentation examines key findings from the first Customer Satisfaction Survey which took place during May 2015 • Fieldwork took place 11th – 24th May 2015. 31 shifts were undertaken covering 13 different ferry crossings. Future Thinking has been responsible for all fieldwork, data processing and reporting • A total of 1,443 questionnaires were completed in total. For longer crossings (20 minutes+) questionnaires were handed out and collected by field agents on-board ferries. For short crossings of 5 minutes, questionnaires were handed out by agents at the ports with pre-paid return envelopes enabling them to complete and return later on • Data has been weighted to match the passenger loading profiles for May according to each route • This presentation draws some key findings from the data and should act as a starting point for further investigations • There is a lot of data to use! This presentation is not the end of the process. Other data inquiries are welcome after today’s meeting 2 ‘Overall satisfaction with journey’ % Don’t % Top 2 know/ no Excluding Don’t know/ no answer box answer Total (1367) 7 35 55 90 4 Non-Islander (not local) (226) 2 2 38 57 95 5 Tourist (from UK) (410) 3 29 66 95 6 Local Resident (Non-Islander e.g. mainland/ peninsular) (255) 6 39 53 92 2 Tourist (from outside UK) (113) 6 4 49 40 89 7 Local Island resident (345) 2 15 33 48 81 4 Very dissatisfed Fairly dissatisfied Neither satisfied nor dissatisfied Fairly satisfied Very satisfied • Overall journey satisfaction is positive with non-Islander residents and UK tourists • Local Island residents slightly less inclined to rate as positively • Some negativity (7% very/ fairly dissatisfied) is noted among tourists from overseas 3 ‘Overall satisfaction with journey’ (II) Excluding Don’t know/ no answer 80% 84% 97% 96% 95% 96% 100% 90% • Overall satisfaction is positive on a mix of longer/ shorter sailings • Overall satisfaction levels on Rhubodach – Colintraive are lower • The busy Wemyss Bay – Rothesay crossing also has notably lower satisfaction levels 4 ‘Overall satisfaction with journey’ (III) Excluding Don’t know/ no answer 93% 91% 92% 92% 87% • Very positive performances in general • Fionnphort – Iona passengers slightly less inclined to rate as highly as elsewhere 5 ‘CalMac understands its role as a ‘Lifeline’ to island communities’ (I) % Don’t Excluding Don’t know/ no answer % Top 2 know/ no box answer Total (1082) 9 8 13 28 43 71 25 Tourist (from UK) (272) 15 26 58 84 38 Non-Islander (not local) (175) 3 4 11 28 54 82 25 Local Resident (Non- Islander e.g. mainland/ 8 5 8 34 45 79 18 peninsular) (223) Tourist (from outside UK) (47) 3 25 23 50 73 63 Local Island resident (342) 18 17 15 26 24 50 7 Disagree strongly Disagree slightly Neither agree nor disagree Agree slightly Agree strongly 6 ‘CalMac understands its role as a ‘Lifeline’ to island communities’ (II) % Don’t % Top 2 know/ no Excluding Don’t know/ no answer box answer Total (1082) 9 8 13 28 43 71 25 Claonaig - Lochranza (54) 11 35 54 89 32 Tayinloan - Gigha (61) 2 15 26 57 83 25 Fionnphort - Iona (15) 20 33 47 80 35 Oban - Craignure (153) 8 7 7 25 54 79 36 Tarbert - Portavadie (51) 2 6 16 22 55 77 23 Largs - Cumbrae Slip (40) 10 3 13 35 40 75 22 Kennacraig - Port Askaig/ Ellen (96) 7 9 8 26 49 75 30 Oban - Coll/ Tiree (138) 4 6 15 26 49 75 18 Ardrossan - Brodick (184) 6 8 12 32 42 74 19 Oban - Lismore (34) 3 12 12 32 41 73 28 Fishnish - Lochaline (50) 6 6 20 22 46 68 39 Wemyss Bay - Rothesay (175) 16 13 14 26 31 57 16 Rhubodach - Colintraive (31) 16 16 19 10 39 49 14 Disagree strongly Disagree slightly Neither agree nor disagree Agree slightly Agree strongly 7 ‘I believe CalMac acts in the best interests of island communities’ (I) % Don’t % Top 2 know/ no Excluding Don’t know/ no answer box answer Total (1066) 12 10 17 27 33 60 26 Tourist (from UK) (262) 3 20 29 48 77 41 Non-Islander (not local) (167) 5 8 13 30 44 74 27 Local Resident (Non- Islander e.g. mainland/ 12 10 15 31 32 63 18 peninsular) (227) Tourist (from outside UK) (46) 3 6 30 16 45 61 64 Local Island resident (343) 22 18 18 24 19 43 6 Disagree strongly Disagree slightly Neither agree nor disagree Agree slightly Agree strongly 8 ‘I believe CalMac acts in the best interests of island communities’ (II) % Don’t % Top 2 know/ no Excluding Don’t know/ no answer box answer Total (1066) 12 10 17 27 33 60 26 Claonaig - Lochranza (54) 4 13 33 50 83 31 Tayinloan - Gigha (61) 2 20 26 52 78 25 Oban - Craignure (152) 10 8 9 27 46 73 35 Tarbert - Portavadie (54) 4 9 17 26 44 70 19 Largs - Cumbrae Slip (38) 13 8 13 32 34 66 25 Fionnphort - Iona (14)# 36 36 29 65 39 Fishnish - Lochaline (51) 6 10 22 18 45 63 38 Kennacraig - Port Askaig/ Ellen (92) 8 10 21 24 38 62 33 Oban - Coll/ Tiree (134) 6 13 20 24 37 61 20 Ardrossan - Brodick (179) 9 13 17 29 31 60 21 Oban - Lismore (32) 13 13 22 16 38 54 32 Wemyss Bay - Rothesay (173) 18 14 19 23 25 48 16 Rhubodach - Colintraive (32) 25 16 19 25 16 41 12 Disagree strongly Disagree slightly Neither agree nor disagree Agree slightly Agree strongly # Caution: Low base size 9 % Don’t ‘Value for money’ % Top 2 know/ no Excluding Don’t know/ no answer box answer Total (1328) 12 10 12 28 38 66 8 Tayinloan - Gigha (77) 3 9 35 53 88 5 Claonaig - Lochranza (75) 3 9 39 48 87 6 Ardrossan - Brodick (208) 4 10 35 50 85 9 Fionnphort - Iona (22)# 5 14 45 36 81 4 Kennacraig - Port Askaig/ Ellen (127) 5 5 11 34 46 80 7 Oban - Coll/ Tiree (162) 3 7 17 35 38 73 3 Oban - Craignure (211) 4 8 16 28 44 72 10 Tarbert - Portavadie (61) 5 16 13 28 38 66 8 Fishnish - Lochaline (71) 10 13 11 32 34 66 13 Oban - Lismore (42) 7 10 19 26 38 64 10 Largs - Cumbrae Slip (49) 22 12 10 20 35 55 4 Wemyss Bay - Rothesay (187) 20 16 14 24 26 50 10 Rhubodach - Colintraive (36) 39 31 14 6 11 17 - Very dissatisfed Fairly dissatisfied Neither satisfied nor dissatisfied Fairly satisfied Very satisfied • Value for money is clearly more of an issue on three routes in particular # Caution: Low base size 10 ‘Value for money’ Route with RET Crossing time Single Return Car Car Route without RET ‘VFM’ (Minutes) (foot) (foot) (single) (return) Tayinloan – Gigha 88% 20 £2.50 £5.00 £7.35 £14.70 Claonaig – Lochranza 87% 30 £2.80 £5.60 £9.40 £18.80 Ardrossan – Brodick 85% 55 £3.75 £7.50 £15.10 £30.20 Fionnphort – Iona 81% 10 £5.20 Kennacraig – Port Askaig/ Port Ellen 80% 145 £6.50 £13 £32.50 £65 Oban – Coll/ Tiree 73% 260 + 55 £10.30 £20.60 £56 £112 Oban – Craignure 72% 45 £5.65 £9.45* £51 £69* Portavadie – Tarbert 66% 25 £4.40 £7.35* £19.30 £33.50* Oban – Lismore 64% 55 £4.10 £6.70* £33 £56* Lochaline – Fishnish 66% 20 £3.35 £5.75* £14.70 £24.90* Largs – Cumbrae Slip 55% 10 £5.65 £20.55 Wemyss Bay – Rothesay 50% 35 £5.15 £8.75* £20.15 £35* Colintraive – Rhubodach 17% 5 £1.65 £2.90 £10.05 £17.25 RET – ‘Road Equivalent Tariff’ is a distance based fares structure, which underpins the Scottish *5 day saver return Government's commitment to providing one single overarching fares policy across Scotland's entire ferry network. The RET formula for calculating fares is a combination of a fixed element (to ensure services remain sustainable and to cover fixed costs such as maintaining harbour infrastructure and vessels) and a rate per mile (calculated by analysts using contemporary independent research by RAC). 11 ‘Value for money’ – car users % Don’t % Top 2 know/ no Excluding Don’t know/ no answer box answer Ardrossan - Brodick (83) 4 6 46 45 91 3 Claonaig - Lochranza (43) 2 7 21 70 91 4 Tayinloan - Gigha (33) 6 12 39 42 81 3 Kennacraig - Port Askaig/ Ellen (70) 3 6 13 40 39 79 5 Fishnish - Lochaline (52) 12 12 10 35 33 68 10 Oban - Craignure (60) 8 25 35 32 67 8 Oban - Coll/ Tiree (80) 5 12 17 32 32 64 2 Tarbert - Portavadie (33) 6 18 15 24 36 60 9 Wemyss Bay - Rothesay (64) 17 20 16 20 27 47 4 Largs - Cumbrae Slip (13)# 46 15 23 15 38 - Rhubodach - Colintraive (22)# 36 32 14 9 9 18 - Very dissatisfed Fairly dissatisfied Neither satisfied nor dissatisfied Fairly satisfied Very satisfied # Caution: Low base size Chart excludes Fionnphort – Iona & Oban – Lismore because of very low base sizes 12 ‘Whether experienced a delay’ % Don’t know/ no answer Total CalMac (1443) 12 83 5 Claonaig - Lochranza (79) 5 92 1 Largs - Cumbrae Slip (51) 2 92 6 Tayinloan - Gigha (81) 91 7 Fionnphort - Iona (23)# 9 91 - Kennacraig - Port Askaig/ Ellen (137) 5 89 6 Fishnish - Lochaline (82) 4 87 10 Tarbert - Portavadie (67) 10 85 4 Wemyss Bay - Rothesay (207) 12 84 5 Ardrossan - Brodick (229) 4 9 81 6 Oban - Lismore (47) 2 11 68 19 Oban - Coll/ Tiree (168) 2 26 66 6 Oban - Craignure (236) 33 63 5 Yes: serious delay Yes: minor delay No delay # Caution: Low base size 13 ‘How well CalMac communicated with you…’ ‘About the fact services were going to be delayed’ % Don’t % Top 2 know/ no Excluding Don’t know/ no answer box answer Total (182) 12 15 22 26 25 51 16 Oban - Coll/ Tiree (42) 10 5 19 33 33 66 10 Oban - Craignure (69) 9 14 13 33 30 63 11 Ardrossan - Brodick (26)# 12 19 19 27 23 50 16 Wemyss Bay - Rothesay (18)# 11 22 33 22 11 33 25 ‘During the delay itself’ Excluding Don’t know/ no answer Total (158) 12 18 34 18 19 37 28 Oban - Coll/ Tiree (39) 10 8 26 31 26 57 17 Oban - Craignure (57) 14 14 28 21 23 44 26 Ardrossan - Brodick (23)# 13 13 39 13 22 35 26 Wemyss Bay - Rothesay (16)# 12 25 31 25 6 31 33 Neither