Benchmarking in European Service of public Transport Results of the 2007 survey.

Benchmarking in European Service of public Transport

Results of the 2007 survey

2 BEST Survey 2007

Content

About the survey Participants

Sample

Method

Questionnaire

Results (graphs) How to read the graphs?

Each quality dimension

Background information

3 BEST Survey 2007

About the survey The following cities participated in the BEST 2007 survey:

Stockholm (Extended questionnaire) Oslo (Extended questionnaire) Helsinki (Extended questionnaire, with additional questions) Copenhagen (Extended questionnaire, with additional questions) Vienna (Extended questionnaire) Berlin (Extended questionnaire) Prague (Extended questionnaire) Geneva (Extended questionnaire) – Fieldwork in august/september 2007

For all cities 1000 residents in defined areas have been interviewed. The exception is Helsinki where 150 additional interviews where performed in the Espoo area. All interviews have been done by telephone.

The fieldwork for BEST Survey 2007 was conducted between March 5th and March 18th 2007. Results from the survey have been weighted with respect to sex and age to match the profile in each area. The Helsinki

results are weighted with respect to geography as well, to correct for the uneven distribution of interviews resulting from the extra interviews in Espoo. All 1150 interviews in Helsinki are included in the analysis.

The questionnaire used in the survey is an updated version of the 2006 questionnaire. Since 2006 one new statement (‘The information is good in stops and terminals’) and two new background questions (‘region/geography’ and ‘usage of different modes of public transport’) have been added.

In Copenhagen the question on ‘usage of PT modes’ have been formulated differently. In Copenhagen respondents were asked how often they used each transport mode. For reporting and comparison purposes these questions have been recoded as follows: If a respondent states that he/she travels with PT on a daily basis, all transport modes which this respondent use on a daily basis is coded as ‘generally uses’. Transport modes who are not used on a daily basis have for this respondent been coded as ‘not used generally’.

Response rate

Stockholm 64 %

Oslo 28 %

Helsinki 32 %

Copenhagen 40 %

Vienna 54 %

Geneva 56 %

Berlin 33 %

Prague 31 %

4 BEST Survey 2007

How to read the graphs

Time series

4449 47

51

58 58

0

20

40

60

80

100

2001 2002 2003 2004 2005 2006

CITIZEN SATISFACTION

<TOTAL BASE: NNN>

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.

BEST 2006

10 Citizens Satisfaction Survey 2006

BEST Survey 2007Citizen satisfaction

80

79

76

73

67

66

58

-5

-3

-3

-6

-10

-10

-11

Vienna

Helsinki

Prague

Berlin

Stockholm

Oslo

Copenhagen

Partially/Fully agree Hardly/Don't agree at all<TOTAL BASE: NNN>

5852585658

4751585866

6764666567

..637373

..80.76

8078768179

7875757480

20032004200520062007

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.

Overall report – BEST Survey

Results 2007

6 BEST Survey 2007

BEST Survey 2007Best performing city per index

-5

-4

-10

-9

-13

-8

-14

-23

-4

-5

80

87

84

84

77

75

71

53

89

81

Citizen satisfaction (Vienna)

Security and safety (Vienna)

Reliability (Berlin)

Traffic supply (Berlin)

Comfort (Berlin)

Staff behaviour (Geneva)

Information (Geneva)

Value for money (Vienna)

Social image (Oslo)

Loyalty (Vienna)

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

TOTAL BASE: Replied grade

7 BEST Survey 2007


-5

-6

-10

-8

-10

-14

-13

-25

-4

-7

81

81

79

76

70

67

66

50

85

75

Citizen satisfaction (Helsinki)


Reliability (Geneva)


Traffic supply (Berlin)

Comfort (Geneva)


Value for money (Helsinki)

Social image (Geneva)

Loyalty (Vienna)



8 BEST Survey 2007


-12

-7

-7

-11

-9

-16

-16

-19

-6

-6

83

82

81

73

72

66

64

60

82

79

Citizen satisfaction (Barcelona)

Reliability (Prague)


Traffic supply (Prague)


Comfort (Geneva)


Value for money (Prague)

Social image (Oslo)

Loyalty (Vienna)



BEST Survey 2007

Citizen satisfaction

10 BEST Survey 2007

BEST Survey 2007Citizen satisfaction

80

79

79

76

73

67

66

58

-5

-5

-3

-3

-6

-10

-10

-11

Vienna

Geneva

Helsinki

Prague

Berlin

Stockholm

Oslo

Copenhagen

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


2007 2006 2005 2004 2003

80 74 75 75 78

79 76 71 74 78

79 81 76 78 80

76 . 80 . .

73 73 63 . .

67 65 66 64 67

66 58 58 51 47

58 56 58 52 58

11 BEST Survey 2007

Citizen satisfaction

0

20

40

60

80

100

2001 2002 2003 2004 2005 2006 2007

Berlin

Copenhagen

Geneva

Helsinki

Oslo

Prague

Stockholm

Vienna


% satisfied citizens

BEST Survey 2007

Traffic supply

13 BEST Survey 2007

BEST Survey 2007Traffic supply

2007 2006 2005 2004 2003

84 70 65 . .

72 66 67 67 70

69 68 67 64 67

69 . 73 . .

66 67 65 67 67

62 55 57 55 53

58 57 62 60 60

57 56 55 54 57


84

72

69

69

66

62

58

57

-9

-12

-17

-13

-11

-20

-19

-21

Berlin

Vienna

Geneva

Prague

Helsinki

Oslo

Stockholm

Copenhagen


14 BEST Survey 2007

0

20

40

60

80

100

2001 2002 2003 2004 2005 2006 2007

Berlin

Copenhagen

Geneva

Helsinki

Oslo

Prague

Stockholm

Vienna

All citiesTraffic supply



BEST Survey 2007

Reliability

16 BEST Survey 2007

BEST Survey 2007Reliability


84

83

76

72

64

52

40

36

-10

-8

-9

-9

-11

-23

-29

-32

Berlin

Geneva

Prague

Vienna

Helsinki

Oslo

Copenhagen

Stockholm


2007 2006 2005 2004 2003

84 63 56 . .

83 79 79 79 82

76 . 82 . .

72 68 73 73 72

64 72 75 73 70

52 43 52 42 37

40 38 45 44 48

36 38 48 45 37

17 BEST Survey 2007

0

20

40

60

80

100

2001 2002 2003 2004 2005 2006 2007

Berlin

Copenhagen

Geneva

Helsinki

Oslo

Prague

Stockholm

Vienna

All citiesReliability



BEST Survey 2007

Information

19 BEST Survey 2007

BEST Survey 2007Information

2007 2006 2005 2004 2003

71 66 64 69 68

67 47 46 . .

64 54 58 56 56

63 . 63 . .

49 51 51 50 48

48 57 52 50 49

47 42 44 43 39

43 48 53 50 52


71

67

64

63

49

48

47

43

-14

-21

-15

-16

-26

-24

-30

-28

Geneva

Berlin

Vienna

Prague

Stockholm

Helsinki

Oslo

Copenhagen


20 BEST Survey 2007

0

20

40

60

80

100

2001 2002 2003 2004 2005 2006 2007

Berlin

Copenhagen

Geneva

Helsinki

Oslo

Prague

Stockholm

Vienna

All citiesInformation



BEST Survey 2007

Staff behaviour

22 BEST Survey 2007

BEST Survey 2007Staff behaviour

2007 2006 2005 2004 2003

75 76 72 76 78

74 65 67 69 67

71 67 64 67 67

71 56 57 . .

66 65 65 63 69

63 . 65 . .

57 59 56 57 60

55 59 63 61 63


75

74

71

71

66

63

57

55

-8

-8

-7

-11

-9

-10

-11

-10

Geneva

Oslo

Vienna

Berlin

Copenhagen

Prague

Helsinki

Stockholm


23 BEST Survey 2007

0

20

40

60

80

100

2001 2002 2003 2004 2005 2006 2007

Berlin

Copenhagen

Geneva

Helsinki

Oslo

Prague

Stockholm

Vienna

All citiesStaff behaviour



BEST Survey 2007

Security and safety

25 BEST Survey 2007

BEST Survey 2007Security and safety

2007 2006 2005 2004 2003

87 81 81 82 86

83 80 80 79 75

80 74 72 75 77

72 55 61 . .

71 72 72 73 73

70 70 70 65 70

65 63 65 60 69

58 . 62 . .


87

83

80

72

71

70

65

58

-4

-7

-9

-19

-8

-11

-11

-17

Vienna

Oslo

Geneva

Berlin

Helsinki

Copenhagen

Stockholm

Prague


26 BEST Survey 2007

0

20

40

60

80

100

2001 2002 2003 2004 2005 2006 2007

Berlin

Copenhagen

Geneva

Helsinki

Oslo

Prague

Stockholm

Vienna

All citiesSecurity and safety



BEST Survey 2007

Comfort

28 BEST Survey 2007

BEST Survey 2007Comfort

2007 2006 2005 2004 2003

77 58 57 . .

71 67 66 65 68

69 64 65 65 68

63 63 64 64 65

55 53 55 57 56

54 54 58 55 55

54 48 49 51 47

50 . 55 . .


77

71

69

63

55

54

54

50

-13

-11

-9

-10

-14

-15

-18

-20

Berlin

Geneva

Vienna

Helsinki

Stockholm

Copenhagen

Oslo

Prague


29 BEST Survey 2007

0

20

40

60

80

100

2001 2002 2003 2004 2005 2006 2007

Berlin

Copenhagen

Geneva

Helsinki

Oslo

Prague

Stockholm

Vienna

All citiesComfort



BEST Survey 2007

Social image

31 BEST Survey 2007

BEST Survey 2007Social image

2007 2006 2005 2004 2003

89 81 82 78 76

87 85 80 82 85

86 82 81 82 83

85 81 82 80 80

80 74 70 . .

80 81 78 76 81

80 . 79 . .

70 68 67 61 66


89

87

86

85

80

80

80

70

-4

-5

-3

-5

-8

-5

-9

-12

Oslo

Geneva

Helsinki

Vienna

Berlin

Stockholm

Prague

Copenhagen


32 BEST Survey 2007

0

20

40

60

80

100

2001 2002 2003 2004 2005 2006 2007

Berlin

Copenhagen

Geneva

Helsinki

Oslo

Prague

Stockholm

Vienna

All citiesSocial image



BEST Survey 2007

Value for money

34 BEST Survey 2007

BEST Survey 2007Value for money


2007 2006 2005 2004 2003

53 49 46 43 38

53 27 29 . .

49 50 48 44 59

46 40 29 27 46

45 . 60 . .

35 32 31 22 37

34 34 32 25 24

31 25 19 27 55

53

53

49

46

45

35

34

31

-23

-36

-22

-29

-29

-39

-39

-49

Vienna

Berlin

Helsinki

Stockholm

Prague

Copenhagen

Oslo

Geneva


35 BEST Survey 2007

0

20

40

60

80

100

2001 2002 2003 2004 2005 2006 2007

Berlin

Copenhagen

Geneva

Helsinki

Oslo

Prague

Stockholm

Vienna

All citiesValue for money



Loyalty

BEST Survey 2007

37 BEST Survey 2007

BEST Survey 2007Loyalty

2007 2006 2005 2004 2003

81 75 79 74 79

78 . 77 . .

78 75 76 76 79

75 67 63 62 71

71 58 52 . .

65 53 57 53 48

61 57 57 55 61

49 45 45 39 46


81

78

78

75

71

65

61

49

-5

-6

-5

-9

-15

-16

-11

-23

Vienna

Prague

Helsinki

Geneva

Berlin

Oslo

Stockholm

Copenhagen


38 BEST Survey 2007

0

20

40

60

80

100

2001 2002 2003 2004 2005 2006 2007

Berlin

Copenhagen

Geneva

Helsinki

Oslo

Prague

Stockholm

Vienna

All citiesLoyalty



Background information

BEST Survey 2007

40 BEST Survey 2007

Gender – All cities 2007

48

50

48

48

48

47

48

48

47

52

50

52

52

52

53

52

52

53

Total

Stockholm

Oslo

Helsinki

Copenhagen

Vienna

Berlin

Prague

Geneva

ManWoman

41 BEST Survey 2007

Age – All cities 2007

13

15

12

15

12

13

13

13

11

38

37

45

33

39

38

37

36

39

32

36

27

37

32

30

30

33

31

13

13

10

13

13

13

17

13

13

3

0

6

2

5

5

3

5

5

Total

Stockholm

Oslo

Helsinki

Copenhagen

Vienna

Berlin

Prague

Geneva

16 - 2425 - 4445 - 6465 - 7980 +

42 BEST Survey 2007

Life situation – All cities 2007

50

57

60

51

53

45

37

48

42

9

13

7

6

10

11

11

4

19

12

14

13

15

12

11

9

13

10

21

14

16

22

21

26

26

25

21

7

3

4

7

4

7

17

10

8

Total

Stockholm

Oslo

Helsinki

Copenhagen

Vienna

Berlin

Prague

Geneva

Working, fulltimeWorking, part timeStudentRetiredOthers

43 BEST Survey 2007

PT travel frequency – All cities 2007

35

38

33

42

22

34

36

56

33

27

23

29

27

25

28

27

23

26

21

21

24

20

23

18

20

12

22

15

15

12

10

24

17

14

6

15

3

2

2

1

6

3

3

2

3

Total

Stockholm

Oslo

Helsinki

Copenhagen

Vienna

Berlin

Prague

Geneva

DailyA few times per weekA few times per monthLess than monthlyNever

Further information and other available

reports at best2005.net

Benchmarking in European Service of public Transport Results of the 2007 survey.

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