Benchmarking in European Service of public Transport

FESTFinans Energi Samferdsel Telekom

BEST Survey 2008Extra report: Vienna - inner cityBased on 600 interviews

Benchmarking in European Service of public Transport

BEST 2008

2 Citizens Satisfaction Survey 2008

Contents

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

BEST 2008


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…..’

Response rate

Stockholm 51 %

Oslo 27%

Helsinki 26 %

Copenhagen 32%

Vienna 46 %

Geneva 43 %

Berlin 33%

BEST 2008


How to read the graphs

Breakdown

<TOTAL BASE: NNN>

58

55

61

75

50

52

77

77

65

75

54

28

30

-12

-12

-12

-6

-14

-14

-9

-6

-12

-6

-12

-20

-28

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily

A few times per week

A few times per month

Less than monthly

Never

Partially/Fully agree

Hardly/Don't agree at all

Index

<TOTAL BASE: NNN>

-21

-29

-27

-8

-32

-8

-17

-22

-27

55

47

50

72

30

83

63

40

47

TRAFFIC SUPPLY

PT is good for school_work 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

Waiting time is short at transfers

I am satisfied with the number of departures

Hardly/Don't agree at all Partially/Fully agree

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.


Results 2008

BEST 2008


Vienna - Inner city Indices 2008

-4

-15

-16

-17

-9

-9

-12

-5

-34

-6

73

65

57

58

51

77

59

81

39

75

CITIZEN SATISFACTION

TRAFFIC SUPPLY

RELIABILITY

INFORMATION

STAFF BEHAVIOUR

SECURITY AND SAFETY

COMFORT

SOCIAL IMAGE

VALUE FOR MONEY

LOYALTY


2008 2007 2006 2005 2004

73 83 - - -

65 75 - - -

57 73 - - -

58 69 - - -

51 72 - - -

77 88 - - -

59 69 - - -

81 87 - - -

39 58 - - -

75 84 - - -


Vienna - Inner city 2008

Quality dimensions

BEST 2008


-15

-12

-26

-8

-22

-8

-11

-17

-19

65

76

51

81

52

86

69

50

53

TRAFFIC SUPPLY

PT is good for school_work trips

PT is good for leisure trips

PT is good for trips in the city centre

PT is good for trips outside the citycentre

Nearest stop is close to where I live

Travel time on PT is reasonable

Waiting time is short at transfers

I am satisfied with the number ofdepartures


Vienna - Inner city Traffic supply

2008 2007 2006 2005 2004

65 75 - - -

76 83 - - -

51 68 - - -

81 89 - - -

52 63 - - -

86 91 - - -

69 80 - - -

50 60 - - -

53 68 - - -

BEST 2008


Vienna - Inner city Information

-17

-15

-20

-15

58

59

52

64

INFORMATION

It is easy to get the information neededwhen planning a trip

Information is good when trafficproblems occure

Information is good in stops andterminals


2008 2007 2006 2005 2004

58 69 - - -

59 69 - - -

52 65 - - -

64 72 - - -

BEST 2008


Vienna - Inner city Staff behaviour

-9

-9

-10

51

55

47

STAFF BEHAVIOUR

Staff answers my questions correctly

Staff behaves nicely and correctly


2008 2007 2006 2005 2004

51 72 - - -

55 74 - - -

47 71 - - -

BEST 2008


Vienna - Inner city Security and safety

-9

-12

-9

-7

77

67

79

84

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 whenusing PT


2008 2007 2006 2005 2004

77 88 - - -

67 84 - - -

79 87 - - -

84 92 - - -

BEST 2008


Vienna - Inner city Comfort

-12

-15

-9

-5

-18

-14

59

60

69

65

50

51

COMFORT

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


2008 2007 2006 2005 2004

59 69 - - -

60 75 - - -

69 75 - - -

65 73 - - -

50 55 - - -

51 67 - - -

BEST 2008


-5

-11

-3

-3

81

65

87

89

SOCIAL IMAGE

More people will travel with PT in thefuture

PT is good for the environment

PT is beneficial to society


Vienna - Inner city Social Image

2008 2007 2006 2005 2004

81 87 - - -

65 74 - - -

87 92 - - -

89 94 - - -

BEST 2008


Vienna - Inner city Value for money

-34

-28

-40

39

43

35

VALUE FOR MONEY

PT gives good value for money

PT fares are reasonable


2008 2007 2006 2005 2004

39 58 - - -

43 61 - - -

35 54 - - -



Appendix



Citizen satisfaction in subgroups

BEST 2008


Vienna - Inner city CITIZEN SATISFACTION - Subgroups

73

76

71

63

75

72

79

85

77

77

73

56

66

-4

-3

-4

-2

-1

-6

-6

-3

-3

-3

-3

-7

-20

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

Never


Hardly/Don't agree at all<TOTAL BASE: 601>

Gender

Age

PT travel frequency



Traffic supply in subgroups

BEST 2008


Vienna - Inner city Traffic supply - Subgroups

65

63

66

58

66

64

70

74

70

67

60

51

43

-15

-15

-15

-18

-15

-16

-12

-10

-12

-12

-20

-25

-28

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

Never



Gender

Age

PT travel frequency

BEST 2008


Vienna - Inner city Good for work/school trips - Subgroups

<TOTAL BASE: 591>

76

75

77

79

76

76

75

74

89

80

60

50

56

-12

-12

-12

-12

-14

-11

-7

-6

-6

-6

-21

-28

-30

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

Never



Gender

Age

PT travel frequency

BEST 2008


Vienna - Inner city PT is good for leisure trips - Subgroups

<TOTAL BASE: 594>

51

44

57

57

48

43

62

74

64

52

35

23

59

-26

-30

-23

-37

-25

-30

-17

-5

-13

-23

-41

-57

-41

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

Never



Gender

Age

PT travel frequency

BEST 2008


Vienna - Inner city PT is good for trips in the city centre - Subgroups

<TOTAL BASE: 592>

81

76

86

76

82

82

82

88

86

81

75

82

34

-8

-9

-6

-9

-7

-10

-5

-3

-6

-10

-7

-10

-15

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

Never



Gender

Age

PT travel frequency

BEST 2008


Vienna - Inner city PT is good for trips outside the city centre - Subgroups

<TOTAL BASE: 592>

52

46

58

31

50

54

67

79

59

55

47

32

34

-22

-22

-21

-38

-22

-21

-14

-19

-15

-31

-31

-14

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

Never



Gender

Age

PT travel frequency

BEST 2008


Vienna - Inner city Nearest stop is close to where I live - Subgroups

<TOTAL BASE: 601>

86

85

86

82

86

88

84

79

88

86

90

75

48

-8

-8

-9

-14

-8

-6

-8

-13

-8

-6

-6

-14

-52

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

Never



Gender

Age

PT travel frequency

BEST 2008


Vienna - Inner city Travel time on PT is reasonable - Subgroups

<TOTAL BASE: 600>

69

68

70

54

70

67

82

90

72

75

68

51

50

-11

-13

-9

-11

-11

-13

-5

-8

-10

-5

-18

-11

-35

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

Never



Gender

Age

PT travel frequency

BEST 2008


Vienna - Inner city I am satisfied with the number of departures - Subgroups

<TOTAL BASE: 597>

50

53

46

44

53

48

47

54

50

50

52

46

35

-17

-14

-18

-11

-14

-19

-18

-28

-13

-16

-21

-23

-17

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

Never



Gender

Age

PT travel frequency

BEST 2008


Vienna - Inner city Waiting time is short at transfers - Subgroups

<TOTAL BASE: 594>

53

59

48

36

59

50

59

59

53

57

55

48

28

-19

-15

-22

-15

-18

-20

-20

-18

-19

-17

-16

-26

-21

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

Never



Gender

Age

PT travel frequency



Reliability in subgroups

BEST 2008


Vienna - Inner city Reliability - Subgroups

57

59

56

38

62

55

67

66

56

62

56

56

40

-16

-17

-16

-30

-15

-14

-14

-8

-17

-16

-15

-18

0

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

Never


Liggende stolpediagram 4Hardly/Don't agree at all

Gender

Age

PT travel frequency



Information in subgroups

BEST 2008


Vienna - Inner city Information - Subgroups

58

57

60

64

58

54

62

66

59

59

58

56

55

-17

-18

-15

-15

-13

-21

-18

-17

-16

-18

-17

-17

-6

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

Never



Gender

Age

PT travel frequency

BEST 2008


Vienna - Inner city It is easy to get the information needed when planning a trip - Subgroups

<TOTAL BASE: 582>

59

59

60

64

64

55

51

59

65

59

61

38

35

-15

-15

-15

-4

-13

-18

-23

-20

-9

-18

-19

-25

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

Never



Gender

Age

PT travel frequency

BEST 2008


Vienna - Inner city Information is good when traffic problems occure - Subgroups

<TOTAL BASE: 591>

52

52

51

57

49

49

58

66

48

52

54

62

57

-20

-20

-20

-26

-13

-26

-20

-19

-23

-21

-17

-16

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

Never



Gender

Age

PT travel frequency

BEST 2008


Vienna - Inner city Information is good in stops and terminals - Subgroups

<TOTAL BASE: NNN>

64

59

69

71

61

59

76

72

64

66

59

66

75

-15

-19

-11

-15

-11

-20

-11

-13

-15

-17

-15

-10

-18

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

Never



Gender

Age

PT travel frequency



Staff behaviour in subgroups

BEST 2008


Vienna - Inner city Staff behaviour - Subgroups

51

51

51

46

46

49

71

78

53

55

49

41

40

-9

-9

-9

-11

-9

-11

-5

-5

-9

-9

-10

-9

-14

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

Never



Gender

Age

PT travel frequency

BEST 2008


Vienna - Inner city Staff answers my questions correctly - Subgroups

<TOTAL BASE: 564>

55

57

54

51

56

50

68

77

57

56

54

47

66

-9

-10

-8

-19

-5

-10

-5

-8

-7

-10

-9

-6

-14

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

Never



Gender

Age

PT travel frequency

BEST 2008


Vienna - Inner city Staff behaves nicely and correctly - Subgroups

<TOTAL BASE: 583>

47

46

49

41

37

48

74

79

49

55

44

35

14

-10

-9

-11

-4

-13

-12

-6

-3

-11

-8

-10

-12

-14

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

Never



Gender

Age

PT travel frequency



Security and safety in subgroups

BEST 2008


Vienna - Inner city Security and safety - Subgroups

77

80

74

69

79

74

79

86

81

78

74

64

78

-9

-9

-10

-13

-8

-10

-10

-4

-7

-10

-11

-14

-12

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

Never



Gender

Age

PT travel frequency

BEST 2008


Vienna - Inner city I feel secure at stations and bus stops - Subgroups

<TOTAL BASE: 600>

67

72

62

57

70

65

70

80

70

71

60

60

66

-12

-12

-13

-20

-10

-14

-12

-3

-9

-11

-16

-19

-34

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

Never



Gender

Age

PT travel frequency

BEST 2008


Vienna - Inner city I feel secure on board busses and trains - Subgroups

<TOTAL BASE: 599>

79

82

76

74

84

72

82

87

85

80

75

57

83

-9

-9

-9

-13

-6

-11

-9

-8

-7

-8

-12

-15

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

Never



Gender

Age

PT travel frequency

BEST 2008


Vienna - Inner city I am not afraid of traffic accidents when using PT - Subgroups

<TOTAL BASE: 601>

84

85

83

78

84

85

86

90

87

84

85

74

85

-7

-6

-7

-7

-8

-6

-7

-3

-6

-10

-5

-7

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

Never



Gender

Age

PT travel frequency



Comfort in subgroups

BEST 2008


Vienna - Inner city Comfort - Subgroups

59

57

61

56

59

54

68

81

61

60

58

54

43

-12

-13

-12

-13

-12

-14

-10

-7

-11

-12

-13

-16

-14

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

Never



Gender

Age

PT travel frequency

BEST 2008


Vienna - Inner city PT travel is comfortable - Subgroups

<TOTAL BASE: 599>

60

53

66

56

60

53

70

87

66

62

53

49

19

-15

-21

-9

-18

-15

-17

-10

-5

-9

-13

-18

-27

-51

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

Never



Gender

Age

PT travel frequency

BEST 2008


Vienna - Inner city Transfers are easy - Subgroups

<TOTAL BASE: 598>

69

70

69

76

66

69

71

77

74

69

65

66

40

-9

-8

-9

-9

-8

-9

-10

-5

-7

-7

-14

-10

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

Never



Gender

Age

PT travel frequency

BEST 2008


Vienna - Inner city Busses and trains are modern - Subgroups

<TOTAL BASE: 599>

65

66

65

60

66

59

76

87

68

61

67

60

64

-5

-4

-7

-5

-3

-9

-5

-3

-6

-5

-3

-9

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

Never



Gender

Age

PT travel frequency

BEST 2008


Vienna - Inner city Busses and trains are clean - Subgroups

<TOTAL BASE: 601>

50

52

49

46

50

48

58

65

47

53

57

49

28

-18

-17

-20

-23

-17

-20

-16

-10

-21

-18

-14

-18

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

Never



Gender

Age

PT travel frequency

BEST 2008


Vienna - Inner city I normally get a seat when travel with PT - Subgroups

<TOTAL BASE: 593>

51

46

55

45

50

43

65

87

49

56

50

46

65

-14

-14

-15

-11

-15

-17

-12

-10

-13

-16

-13

-15

-18

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

Never



Gender

Age

PT travel frequency



Social image in subgroups

BEST 2008


Vienna - Inner city Social image - Subgroups

81

80

81

73

79

81

88

89

80

84

78

78

85

-5

-6

-5

-7

-5

-6

-4

-3

-5

-4

-7

-6

-5

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

Never



Gender

Age

PT travel frequency

BEST 2008


Vienna - Inner city More people will travel with PT in the future - Subgroups

<TOTAL BASE: 579>

65

68

63

67

60

66

74

74

66

70

54

70

70

-11

-10

-12

-16

-10

-11

-9

-6

-11

-6

-18

-9

-15

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

Never



Gender

Age

PT travel frequency

BEST 2008


Vienna - Inner city PT is good for the environment - Subgroups

<TOTAL BASE: 596>

87

86

89

74

88

89

94

93

85

91

89

85

100

-3

-4

-2

-4

-3

-2

-2

-2

-3

-3

-2

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

Never



Gender

Age

PT travel frequency

BEST 2008


Vienna - Inner city PT is beneficial to society - Subgroups

<TOTAL BASE: 597>

89

87

90

79

90

87

95

97

90

89

91

80

86

-3

-4

-2

-4

-2

-3

-2

-3

-2

-2

-1

-7

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

Never



Gender

Age

PT travel frequency



Value for money in subgroups

BEST 2008


Vienna - Inner city Value for money - Subgroups

39

42

37

30

39

35

51

70

43

41

37

30

25

-34

-33

-35

-42

-35

-35

-28

-10

-32

-29

-39

-43

-36

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

Never



Gender

Age

PT travel frequency

BEST 2008


Vienna - Inner city PT gives good value for money - Subgroups

<TOTAL BASE: 593>

43

46

41

34

44

39

53

72

47

45

43

30

29

-28

-27

-29

-31

-29

-29

-26

-10

-26

-23

-33

-39

-29

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

Never



Gender

Age

PT travel frequency

BEST 2008


Vienna - Inner city PT fares are reasonable - Subgroups

<TOTAL BASE: 596>

35

38

34

27

35

30

48

68

39

37

30

31

20

-40

-38

-40

-53

-41

-40

-30

-11

-38

-35

-44

-47

-43

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

Never



Gender

Age

PT travel frequency



Loyalty in subgroups

BEST 2008


Vienna - Inner city Loyalty - Subgroups

75

77

74

68

74

73

86

95

84

77

67

57

64

-6

-8

-4

-8

-4

-8

-3

0

-2

-3

-11

-13

-14

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

Never



Gender

Age

PT travel frequency



Background information

BEST 2008


Public transport travel frequency – Vienna - Inner city 2008

41

41

43

52

48

39

30

29

45

44

76

28

37

28

24

27

14

21

24

43

54

18

23

22

44

25

17

21

17

17

18

22

17

13

20

20

3

18

27

11

11

12

13

13

12

9

5

14

12

9

11

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Working, fulltime

Working part time

Student

Retired

Others

Daily



Less than monthly

Never

BEST 2008


Life situation – Vienna - Inner city 2008

48

67

37

51

67

60

2

55

36

54

62

88

12

8

20

13

24

11

2

15

13

15

15

9

3

7

36

2

9

4

1

26

19

29

23

95

100

16

42

23

19

12

5

3

6

6

6

1

4

4

7

4

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

Never

Working, fulltime

Working part time

Student

Retired

Others


Results 2008 – other available reports

at best2005.net

Benchmarking in European Service of public Transport

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