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BEST Survey results 2013

BEST Survey results 2013. Suggested agenda – BEST Survey 2013 presentation. BEST Benchmarking in European Service of public Transport. ”To be humble enough to admit that there is always something you can learn from others, and ambitious enough to believe that even the BEST can be improved”.

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BEST Survey results 2013

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  1. BEST Survey results 2013

  2. Suggested agenda – BEST Survey 2013 presentation

  3. BEST Benchmarking in European Service of public Transport ”To be humble enough to admit that there is always something you can learn from others, and ambitious enough to believe that even the BEST can be improved”

  4. Organisation Steering committee: Nordic Directors Meeting (NDM) Chairman: Jens Plambeck, SLL/TF Vice chair: Pernilla Helander, SLL/TF Planning committee: • Pernilla Helander, SLL/TF • Marit E. Leite, Ruter • Jesper Wibrand, Movia • AnttiVuorela, HSL Permanent working group: • Key figure database

  5. Objective & working process Objective: Strengthen PT organisations’ focus on customers’ needs and expectations & a learning process among public transport professionals Survey: Benchmarking of citizens perception of public transport service. Key figure database: Benchmarking of “hard facts”

  6. The Survey • 1.000 interviews with citizens aged 16+ per year • A continuous web panel survey throughout the year (Jan – Dec), from Nov 2012 (except Geneva and parts of Helsinki) • Before: A telephone survey conducted March every year from 2001 – 2012 • Perceived quality – 10 dimensions (approx. 27 statements) • Quality evaluated on a 5-point scale • Special topic

  7. Special topics 2013 • Use of PT info channels • Use of ticket media (electronic travel card, mobile phones, paper)

  8. Reporting Key figure report Possible to export to Excel https://manager.dapresy.com/manager/

  9. BEST Seminar • Exchange of experiences & networking • Once a year – this year in the autumn • Discussing the results of the survey • Special topics • Award given to ”BEST City” • Suggest topics for work shops • Colleagues dinner

  10. BEST work shops 2013 Work shops: Topics 2013: • One day in-depth discussion • Topics suggested at Seminar, could also be linked to Special Topic • All participating cities makes a presentation • WG: Key figure database • WS: How to improve PT-ridership? • WS: Pricing & fares • WS: Travel and traffic information

  11. Background variables: Travel frequency by public transport PT modes most often used Main occupation Gender Age Post code (geography) Dimensions believed to affect satisfaction included in the survey 7. Social image • Traffic Supply • Reliability • Information • Staff behaviour • Personal security/safety • Comfort 9. Satisfaction 10. Loyalty Ridership 8. Value for money

  12. BEST Survey results • 1.000 interviews with citizens aged 16+ per year • Since 2001 • Approx. 27 statements Quality dimensions • Traffic Supply • Reliability • Information • Staff behaviour • Personal safety • Comfort • Social image • Value for money • Satisfaction • Loyalty Overall satisfaction with PT (2013) Development in overall satisfaction

  13. City report / prepared for each city(File exported from Dapresy)

  14. Special topic: PT information channels

  15. Special topic: Use of ticket media

  16. BEST Key figure database

  17. What should we present at the BEST Seminar 2014?

  18. BEST Seminar & work shops 2014

  19. Other input we want to give BEST • BEST Survey & Reports • What do we think could be changed / be improved? • Special topics 2015 • Topics that might be especially interesting for us to include in the 2015 survey? • Work shops 2014 • Any topic that would be especially useful for us to discuss with fellow PT professionals? • BEST Seminar 2014 / the seminar in general? • Topics that our organisation might present at the seminar

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