Benchmarking in European Service of public Transport

1. Benchmarking in European Service of public Transport BEST Survey 2008 Extra report: Vienna - inner city Based on 600 interviews

2. About the survey How to read the graphs Indices 2004 - 2008 Results per Indices and question 2004 - 2008 Traffic supply Information Staff behaviour Security and safety Comfort Social Image Value for money Satisfaction and impact Citizen satisfaction per subgroup 2008 Gender Age Public transport travel frequency Geographical areas Public transport modes used Indices and questions per subgroup 2008 Traffic supply - Subgroups Good for work/school trips PT is good for leisure trips PT is good for trips in the city centre PT is good for trips outside the city centre Nearest stop is close to where I live Travel time on PT is reasonable I am satisfied with the number of departures Waiting time is short at transfers Reliability - Subgroups Information - Subgroups It is easy to get the information needed when planning a trip Information is good when traffic problems occur Information is good in stops and terminals Staff behaviour – Subgroups Staff answers my questions correctly Staff behaves nicely and correctly Security and safety - Subgroups I feel secure at stations and bus stops I feel secure on board busses and trains I am not afraid of traffic accidents when using PT Comfort – Subgroups PT travel is comfortable Transfers are easy Busses and trains are modern Busses and trains are clean I normally get a seat when travel with PT Social image - Subgroups More people will travel with PT in the future PT is good for the environment PT is beneficial to society Value for money - Subgroups PT gives good value for money PT fares are reasonable Loyalty – Subgroups Background variables Travel frequency in subgroups Life situation in subgroups Contents 2

3. About the survey • The following cities participated in the BEST 2008 survey: • Stockholm • Oslo • Helsinki (with additional questions) • Copenhagen (with additional questions) • Vienna (with additional question) • Berlin • Geneva • For all cities 1000 residents in defined areas have been interviewed. All interviews have been done by telephone. • The fieldwork for BEST Survey 2008 was conducted between March 3rd and March 16th 2008. • Results from the survey have been weighted with respect to sex and age to match the profile in each area. • The questionnaire used in the survey is an updated version of the 2007 questionnaire. Since 2007, two new questions have been added (‘When traveling work, school or university do you generally go by… ?’ and ‘How often do you normally obtain information you need to go by public transport by…..’ 3

4. How to read the graphs The graphs show the proportion of respondents who agrees (partially agrees or fully agrees) to the different statements in blue columns. The red columns shows the proportion who disagrees (hardly agrees or not agree at all) to the statements. Respondents with a neutral position are not displayed in the graphs. The topmost column show the distribution for the compound index, while the columns underneath show the distributions for the individual questions that make up the index. The graph show proportion of respondents that agree/disagree to the statement (as described in more detail above). The topmost column show the distribution for the total city sample, while the columns underneath show the distribution for certain relevant subgroups of the total population – the subgroups included are sex, age, travel frequency, place of residence (city region) and mode(s) of public transport used most often by the respondent. 4

5. Results 2008

6. Vienna - Inner city Indices 2008 6

7. Vienna - Inner city 2008 Quality dimensions

8. Vienna - Inner city Traffic supply 8

9. Vienna - Inner city Information 9

10. Vienna - Inner city Staff behaviour 10

11. Vienna - Inner city Security and safety 11

12. Vienna - Inner city Comfort 12

13. Vienna - Inner city Social Image 13

14. Vienna - Inner city Value for money 14

15. Vienna - Inner city 2008 Appendix

16. Vienna - Inner city 2008 Citizen satisfaction in subgroups

17. Vienna - Inner city CITIZEN SATISFACTION - Subgroups Gender Age PT travel frequency <TOTAL BASE: 601> 17

18. Vienna - Inner city 2008 Traffic supply in subgroups

19. Vienna - Inner city Traffic supply - Subgroups Gender Age PT travel frequency 19

20. Vienna - Inner city Good for work/school trips - Subgroups Gender Age PT travel frequency <TOTAL BASE: 591> 20

21. Vienna - Inner city PT is good for leisure trips - Subgroups Gender Age PT travel frequency <TOTAL BASE: 594> 21

22. Vienna - Inner city PT is good for trips in the city centre - Subgroups Gender Age PT travel frequency <TOTAL BASE: 592> 22

23. Vienna - Inner city PT is good for trips outside the city centre - Subgroups Gender Age PT travel frequency <TOTAL BASE: 592> 23

24. Vienna - Inner city Nearest stop is close to where I live - Subgroups Gender Age PT travel frequency <TOTAL BASE: 601> 24

25. Vienna - Inner city Travel time on PT is reasonable - Subgroups Gender Age PT travel frequency <TOTAL BASE: 600> 25

26. Vienna - Inner city I am satisfied with the number of departures - Subgroups Gender Age PT travel frequency <TOTAL BASE: 597> 26

27. Vienna - Inner city Waiting time is short at transfers - Subgroups Gender Age PT travel frequency <TOTAL BASE: 594> 27

28. Vienna - Inner city 2008 Reliability in subgroups

29. Vienna - Inner city Reliability - Subgroups Gender Age PT travel frequency 29

30. Vienna - Inner city 2008 Information in subgroups

31. Vienna - Inner city Information - Subgroups Gender Age PT travel frequency 31

32. Vienna - Inner city It is easy to get the information needed when planning a trip - Subgroups Gender Age PT travel frequency <TOTAL BASE: 582> 32

33. Vienna - Inner city Information is good when traffic problems occure - Subgroups Gender Age PT travel frequency <TOTAL BASE: 591> 33

34. Vienna - Inner city Information is good in stops and terminals - Subgroups Gender Age PT travel frequency <TOTAL BASE: NNN> 34

35. Vienna - Inner city 2008 Staff behaviour in subgroups

36. Vienna - Inner city Staff behaviour - Subgroups Gender Age PT travel frequency 36

37. Vienna - Inner city Staff answers my questions correctly - Subgroups Gender Age PT travel frequency <TOTAL BASE: 564> 37

38. Vienna - Inner city Staff behaves nicely and correctly - Subgroups Gender Age PT travel frequency <TOTAL BASE: 583> 38

39. Vienna - Inner city 2008 Security and safety in subgroups

40. Vienna - Inner city Security and safety - Subgroups Gender Age PT travel frequency 40

41. Vienna - Inner city I feel secure at stations and bus stops - Subgroups Gender Age PT travel frequency <TOTAL BASE: 600> 41

42. Vienna - Inner city I feel secure on board busses and trains - Subgroups Gender Age PT travel frequency <TOTAL BASE: 599> 42

43. Vienna - Inner city I am not afraid of traffic accidents when using PT - Subgroups Gender Age PT travel frequency <TOTAL BASE: 601> 43

44. Vienna - Inner city 2008 Comfort in subgroups

45. Vienna - Inner city Comfort - Subgroups Gender Age PT travel frequency 45

46. Vienna - Inner city PT travel is comfortable - Subgroups Gender Age PT travel frequency <TOTAL BASE: 599> 46

47. Vienna - Inner city Transfers are easy - Subgroups Gender Age PT travel frequency <TOTAL BASE: 598> 47

48. Vienna - Inner city Busses and trains are modern - Subgroups Gender Age PT travel frequency <TOTAL BASE: 599> 48

49. Vienna - Inner city Busses and trains are clean - Subgroups Gender Age PT travel frequency <TOTAL BASE: 601> 49

50. Vienna - Inner city I normally get a seat when travel with PT - Subgroups Gender Age PT travel frequency <TOTAL BASE: 593> 50