Travel Information: a passenger perspective

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Colin Foxall of Passenger Focus at the Traveline Conference 2010

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Travel Information: a passenger perspective

  1. 1. Travel information: a passenger perspective Colin Foxall
  2. 2. Passenger Focus <ul><li>Evidence based independent consumer organisation </li></ul><ul><li>Have to be useful </li></ul><ul><li>Led by views of passengers: </li></ul><ul><li>- National Passenger Survey </li></ul><ul><li>- Bus Passenger Survey </li></ul><ul><li>- Passenger priorities and mystery traveller surveys </li></ul><ul><li>- range of bespoke research </li></ul><ul><li>Key relationships at national, regional and local levels </li></ul>
  3. 3. Making a difference <ul><li>National Passenger Survey (NPS) now a key rail industry indicator </li></ul><ul><li>Strategic influence </li></ul><ul><li>Tangible passenger wins </li></ul><ul><li>Improve access for </li></ul><ul><li>passengers with particular </li></ul><ul><li>needs </li></ul><ul><li>Promote good practice in complaints handling </li></ul><ul><li>Bus, coach and tram role </li></ul>
  4. 4. Representing passengers <ul><li>Our approach to rail adapted to bus and coach </li></ul><ul><li>Research, including BPS </li></ul><ul><li>Build links with passengers </li></ul><ul><li>Work with operators and </li></ul><ul><li>stakeholders </li></ul><ul><li>Influence policy and practice </li></ul><ul><li>Get the passenger voice heard at all levels! </li></ul>
  5. 5. Starting with the passenger <ul><li>Our work starts with understanding passengers’ experiences and priorities for improvement </li></ul><ul><li>The following slides on National Passenger Survey and Bus Passenger Survey and our priorities work represent our starting point </li></ul>
  6. 6. National Passenger Survey (Spring 2010) <ul><li>79% of passengers satisfied with information at stations about train times and platforms </li></ul><ul><li>68% of passengers are satisfied with information during the journey </li></ul><ul><li>35% of passengers are satisfied with the way delays are dealt with </li></ul>
  7. 7. Passengers’ priorities for improvements in rail services (March 2010) <ul><li>Value for money, punctuality, regular services and enough seats are top 4 priorities for improvement </li></ul><ul><li>Information about delays 5 th /31 attributes </li></ul><ul><li>Information on train times/platforms accurate and reliable 6 th /31 </li></ul>
  8. 8. <ul><li>Existing passengers broadly satisfied with most recent journey (84-92%) </li></ul><ul><li>Less satisfied with information inside bus (58-73%) </li></ul><ul><li>Many stops don’t have timetables (33% in Cumbria, 73% in Swindon); accurate timetable and route information high priority for improvement nationally (8 th/ 30) </li></ul>Bus passenger information findings 1
  9. 9. <ul><li>Most stops don’t carry fares information; does not meet passenger expectations </li></ul><ul><li>Satisfaction with helpfulness of drivers varies (74-89%); high priority for improvement (7 th ) </li></ul><ul><li>Numerous examples of stops with no/unreadable or out-of-date information </li></ul>Bus passenger information findings 2
  10. 10. Bus stops: the good, the bad and the ugly <ul><li>L-R: Truro, Weymouth, Maidstone </li></ul>
  11. 11. <ul><li>Next bus real time information at stop exception not rule (1% in Cumbria; 47% in Brighton) </li></ul><ul><li>Doesn’t meet passengers’ reasonable expectations </li></ul><ul><li>High priority for improvement nationally (12 th /30) especially in South East (4 th ) </li></ul>Real time next bus information at the stop
  12. 12. <ul><li>Just over half of bus passengers used information sources to plan journey </li></ul><ul><li>Most relied on printed timetable; a few used company websites; 1% used Traveline website </li></ul><ul><li>87% of passengers satisfied with Traveline website </li></ul>Bus journey planning
  13. 13. Bespoke information research: rail <ul><li>Passenger information: what, when, where and how? (2004) </li></ul><ul><li>Passenger information: a vision (2008) </li></ul><ul><li>Integrated transport: perception and reality (2010) </li></ul>
  14. 14. Passenger information: a vision <ul><li>Further exploration of information at times of disruption </li></ul><ul><li>Rail passengers expect: </li></ul><ul><li>- timely information that identifies extent of interruption to services </li></ul><ul><li>- clear, relevant and reliable </li></ul><ul><li>information on alternative options </li></ul><ul><li>Need to improve flow of relevant, up-to-date </li></ul><ul><li>information to front-line staff is key </li></ul>
  15. 15. Integrated Transport: perception and reality <ul><li>We asked infrequent and non-rail users </li></ul><ul><li>4 out of 5 would plan journey in advance </li></ul><ul><li>Information sources that would be used: NRES website 28%, other internet 16%, NRES phone 9% </li></ul><ul><li>Traveline 1-2% (9 th and 10 th ) </li></ul><ul><li>Low expectations of information gathering, but positive experiences </li></ul>
  16. 16. Bespoke bus research <ul><li>Notification of service changes </li></ul><ul><li>Non-users research in Milton Keynes </li></ul><ul><li>Also, Passenger Link Managers are travelling </li></ul><ul><li>extensively by bus (from Land’s End </li></ul><ul><li>to Carlisle) </li></ul>
  17. 17. <ul><li>Non-users unsure how to plan journeys </li></ul><ul><li>Difficult to spot bus stops in </li></ul><ul><li>street and disappointed that </li></ul><ul><li>timetables not at all stops </li></ul><ul><li>Participants claimed not to </li></ul><ul><li>know enough about route or </li></ul><ul><li>stop to narrow search though many found and printed relevant timetables </li></ul><ul><li>No information sources felt to meet all needs </li></ul><ul><li>Research to be published shortly </li></ul>What we are finding in Milton Keynes
  18. 18. Notification of changes to bus services <ul><li>Research May 2010 to inform Government consultation response </li></ul><ul><li>Three quarters of passengers find twice yearly changes acceptable </li></ul><ul><li>Majority (62%) want at least 4 weeks’ </li></ul><ul><li>notice of changes </li></ul><ul><li>Passengers want notification posted </li></ul><ul><li>on bus stops (76%), inside buses (61%) and in and in local papers (46%) </li></ul><ul><li>Results to be published shortly </li></ul>
  19. 19. Buses: what next? <ul><li>Discuss research findings with operators, LAs, PTEs and agree action plans where performance poor and passenger priorities high </li></ul><ul><li>Bus Passenger Survey: 20 more areas </li></ul><ul><li>Would like to do further research into </li></ul><ul><li>priorities and satisfaction of non-users </li></ul>
  20. 20. Conclusions <ul><li>Passengers broadly satisfied with information at stations and on trains, but much work still needed to improve information at times of disruption </li></ul><ul><li>Bus passengers less satisfied with on-bus information, but priority to improve information at bus stops, especially timetables and </li></ul><ul><li>fares to boost patronage </li></ul>
  21. 21. www.passengerfocus.org.uk
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