Benchmarking in European Service of public Transport

1. Benchmarking in European Service of public Transport BEST Survey 2012 City report: Oslo

2. About the survey How to read the graphs Main results Best performing city/region per index Results per index and city/region in 2012, 2011, 2010, 2009 and 2008 Quality indicators impact on overall citizen satisfaction 2012 Main results per city from 2008 to 2012 Overall citizen satisfaction Satisfaction per city/region with: Traffic supply Reliability Information Staff behaviour Security and safety Comfort Perception of social image 2008 - 2012 Perception of value for money 2008 - 2012 Citizens stated loyalty to public transport from 2008 to 2012 Background information Gender Age Life situation PT travel frequency Content Best City report 2012 2

3. About the survey • The following cities participated in the BEST 2012 survey: • Stockholm • Oslo • Helsinki • Copenhagen • Geneva (with additional questions) • Vienna (VOR) • For all cities 1.000 residents in defined areas have been interviewed. In Vienna 600 respondents was interviewed in an area west of the city center. An additional 900 interviews where conducted in Helsinki in 2012. All interviews have been done by telephone. • The fieldwork was conducted between March 1st and March 13th 2012. • Results from the survey have been weighted with respect to sex and age to match the profile in each area. • In 2012 the special topic was comfortvstravel time. Four questions related to this topic was added to the questionnaire. The results is to be found in a separate report. Best City report 2012 BEST Main Report 2012 3

4. Background variables: Travel frequency by public transport PT modes most often used Main occupation Sex Age Post code (geography) Eight dimensions believed to affect satisfaction included in the survey 7. Social image • Traffic Supply • Reliability • Information • Staff behaviour • Personal security/safety • Comfort Satisfaction Loyalty Ridership 8. Value for money Best City report 2012 4

5. Response rates Response rates are calculated as follows: Best City report 2012 5

6. Sampling • Sampling procedures varies from country to country. • In Norway, Denmark and Finland samples are drawn from databases covering both mobile and fixed line telephones. • In Sweden and Switzerland samples are drawn from fixed line telephones. • In all instances it is estimated that approximately 85-95% of the adult population in all included countries can be reached by telephone. • The primary sampling unit varies across countries (see table on right hand side). • The secondary sampling unit for fixed line phone numbers are the person in the household who last had a birthday. For mobile telephone numbers the secondary sampling unit are the individuals uses the particular mobile phone. • There are no single, clear answer to what the best sampling method and procedure is. In case of the BEST survey there is little reason to believe that there should be a strong correlation between attitudes towards the public transport system and telephone usage, fixed line or mobile. • From Norway and other countries we know that there is a relatively strong correlation between age and mobile subscription. The younger people are the more likely they are to be using mobile telephones. In the BEST survey the completed data are weighted with respect to age, and hence adjusted for this possible skewness. Best City report 2012 6

7. Mobile interviews* Best City report 2012 7

8. How to read the graphs The graphs show the proportion of the 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 graphs also include results from previous surveys, shown in the table to the right as the proportion of the respondents who agrees to the statement in question. Development per index in the different cities are also shown as time lines. All graphs are standard PowerPoint-graphs where different categories can be hidden and value labels displayed at ones own preference. Best City report 2012 8

9. Results 2012 Oslo

10. Significant changes in results per index or quality elements are shown as follows Index – increase more than + 3 % points Quality element – increase more than + 4 % points Index – decrease more than - 3 % points Quality element – decrease more than - 4 % points 10

11. OsloIndices 2012 11

12. Oslo 2012 Quality dimensions

13. OsloTraffic supply 13

14. Traffic supply – benchmark 2012

15. OsloReliability 15

16. Reliability – Benchmark 2012

17. OsloInformation 17

18. Information – Benchmark 2012

19. OsloStaff behaviour 19

20. Staff behaviour – Benchmark 2012

21. OsloSecurity and safety 21

22. Security and safety – Benchmark 2012

23. OsloComfort 23

24. Comfort – Benchmark 2012

25. OsloSocial Image 25

26. Social image – Benchmark 2012

27. OsloValue for money 27

28. Value for money – Benchmark 2012

29. OsloLoyalty 29

30. Loyalty – Benchmark 2012

31. Impact on satisfaction Indicators impact on citizen satisfaction

32. Traffic supply Nearest stop is close to where I live Waiting time is short at transfers I am satisfied with the number of departures Reliability Capability to run on schedule Information It is easy to get the information needed when planning a trip Information is good when traffic problems occur Staff behaviour Staff answers my questions correctly Staff behaves nicely and correctly Security and safety 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 Transfers are easy Busses and trains are modern Busses and trains are clean I normally get a seat when travel with PT How is the most important areas for improvements determined? • Description of the analysis: • The indicators shown to the left have been used to determine the impact they have on citizens over all satisfaction. • The selected indicators have been chosen as they are independent of each other and describes different phenomenon. I.e. ‘Travel time’ is not included as this element is a function of and covered through ‘Nearest stop is close to where I live’, ‘Number of departures’ and Waiting time is short at transfers’. • As such the indicators included are thought to be the ones who are possible to influence and describes the most concrete properties of the public transport system. • Price has not been included in this analysis, as the perception of price most often is a function of the perception of other properties. • A stepwise regression method has been used in the analysis. • On the following slide the five indicators with strongest significant impact on satisfaction are listed in ranked order for all participating cities in 2010. Overall satisfaction with PT 32

33. Impact on satisfaction - Oslo 2010 2011 2012 • When studying these results please keep in mind that the internal ranking of the different elements in each year is of prime interest. • Comparison of the estimated effects across years must be done cautiously and interpreted as indications of differences. 33

34. Oslo - impact on satisfaction Indicatorsranked by importance: 34

35. Oslo 2012 – compared with BEST average 35

36. Oslo 2012 Appendix

37. Oslo 2012 Citizen satisfaction in subgroups

38. OsloCITIZEN SATISFACTION - Subgroups 38

39. Oslo 2012 Traffic supply in subroups

40. OsloTraffic supply - Subgroups 40

41. OsloGood for work/school trips - Subgroups 41

42. OsloPT is good for leisure trips - Subgroups 42

43. OsloPT is good for trips in the city centre - Subgroups 43

44. OsloPT is good for trips outside the city centre - Subgroups 44

45. OsloNearest stop is close to where I live - Subgroups 45

46. OsloTravel time on PT is reasonable - Subgroups 46

47. OsloI am satisfied with the number of departures - Subgroups 47

48. OsloWaiting time is short at transfers - Subgroups 48

49. Oslo 2012 Reliability in subgroups

50. OsloReliability - Subgroups 50