Travel Information: a passenger perspective
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Travel Information: a passenger perspective



Colin Foxall of Passenger Focus at the Traveline Conference 2010

Colin Foxall of Passenger Focus at the Traveline Conference 2010



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Travel Information: a passenger perspective Travel Information: a passenger perspective Presentation Transcript

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