Benchmarking in European Service of public Transport

BEST Survey 2009Vienna – Inner CityBased on 646 interviews

Benchmarking in European Service of public Transport

BEST 2009

BEST City report 20092

Content

1) About the survey

2) How to read the graphs

3) Results Best performing city/region per index

Results per index and city/region in 2009, 2008 and 2007

Quality indicators impact on overall citizen satisfaction 2009

Overall citizen satisfaction 2005 – 2009

Satisfaction per city/region 2005 – 2009 with:

Traffic supply

Reliability

Information

Staff behaviour

Security and safety

Comfort

Perception of social image 2005 - 2009

Perception of value for money 2005 - 2009

Citizens stated loyalty to public transport from 2005 to 2009

4) Background information Gender Age Life situation PT travel frequency

BEST 2009


About the survey

The following cities participated in the BEST 2009 survey:

Stockholm

Oslo

Helsinki (with additional questions)

Copenhagen

Vienna (with additional question)

Geneva

For all cities 1000 residents in defined areas have been interviewed. An additional 300 interviews where conducted in Helsinki in 2009. All interviews have been done by telephone.

The fieldwork for BEST Survey 2009 was conducted between March 2nd and March 15th 2009.

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 2008questionnaire. Since 2008, two new questions have been added (‘If the use of private cars in _________________ (city/region) became more expensive due to increase in toll fares or other taxes, and the extra income was used to improve public transport, would you consider this to be a: _____ ‘ and ‘We would like you to think of the travels you regularly perform in _________________ (city/region). Which modes of transport do you normally use on these travels?’

BEST 2009


Eight dimensions believed to affect satisfaction included in the survey

Background variables: Travel frequency by public transport

PT modes most often used (NEW 2007)

Main occupation

Loyalty

8. Value for money

7. Social image

Satisfaction

1. Traffic Supply2. Reliability3. Information4. Staff behaviour5. Personal security/safety6. Comfort

Sex

Age

Post code (geography)

Ridership

BEST 2009


Response rates

Calculation of response rate Response rate:

Response rate = 100 x Number of completes(1000) = %

Total valid sample* *Total sample minus invalid

numbers such as number not in use/not in target group

YEAR 2001 2002 2003 2004 2005 2006 2007 2008 2009

Copenhagen 38 % 54 % 55 % 56 % 53 % 39 % 40 % 32 % 37%

Geneva 50 % 47 % 50 % 49 % 47 % 56 % 43 % 40%

Helsinki 41 % 49 % 45 % 47 % 40 % 37 % 32 % 26 % 30%

Oslo 37 % 44 % 48 % 45 % 40 % 39 % 28 % 27 % 28%

Stockholm 50 % 64 % 56 % 60 % 56 % 50 % 64 % 51 % 62%

Vienna 39 % 57 % 58 % 61 % 58 % 58 % 54 % 46 % 43%

BEST 2009


Mobile interviews and 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, Austria and Switzerland samples are drawn from fixed line telephones.

By mistake information was provided last year that the Swedish sample covered both mobile and fixed lines. The Swedish sample has been drawn from a database covering fixed lines for all years from 2007. Wheter mobile sample was included before 2007 has not been determined.

In all instances it is estimated that approximatelly 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.

City% mobile

interviews 2008% mobile

interviews 2009

Stockholm 2,5%* 2,3%*

Oslo 40% 39%

Helsinki 82% 96%

Copenhagen 25% 35%

Vienna 7% 9%

Geneva 0% 0%

* If mobile callback requested by respondent only

CitySample base and primary sampling unit

% mobile in sample 2009

StockholmFixed line sample, household primary sampling unit

0%

OsloFixed line and mobile sample, phone number primary sampling unit

40%

HelsinkiFixed line and mobile sample, phone number primary sampling unit, priority to mobile telephone numbers

89%

CopenhagenFixed line and mobile sample, phone number primary sampling unit

21%

ViennaFixed line sample, household primary sampling unit

0%

GenevaFixed line sample, household primary sampling unit

0%

BEST 2009


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.

Results 2009Vienna – Inner City

BEST 2009


Vienna Inner City Comparison - All indices 2009

CITIZEN SATISFACTION

TRAFFIC SUPPLY

RELIABILITY

INFORMATION

STAFF BEHAVIOUR

SECURITY AND SAFETY

COMFORT

SOCIAL IMAGE

VALUE FOR MONEY

LOYALTY

-10

-11

-8

-13

-12

-10

-13

-4

-30

-7

63

71

70

65

57

71

61

87

42

67

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

2009 2008 2007 2006 2005

63 74 83

71 65 75

70 58 73

65 58 69

57 51 72

71 77 88

61 59 69

87 81 87

42 39 58

67 76 84

Vienna – Inner City 2009

Quality dimensions

BEST 2009


Vienna Inner City Traffic supply

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

-11

-6

-18

-5

-10

-8

-11

-17

-15

71

84

64

84

69

79

69

57

63


2009 2008 2007 2006 2005

71 65 75

84 76 83

64 51 68

84 81 89

69 52 63

79 86 91

69 70 80

57 50 60

63 53 68

BEST 2009


Vienna Inner City Information

INFORMATION

It is easy to get the information needed when planning a trip

Information is good when traffic problems occure

Information is good in stops and terminals

-13

-12

-15

-12

65

64

62

68


2009 2008 2007 2006 2005

65 58 69

64 59 69

62 52 65

68 64 72

BEST 2009


Vienna Inner City Staff behaviour

STAFF BEHAVIOUR

Staff answers my questions correctly

Staff behaves nicely and correctly

-12

-10

-15

57

62

53


2009 2008 2007 2006 2005

57 51 72

62 55 74

53 47 71

BEST 2009


Vienna Inner City Security and safety

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

-10

-12

-12

-7

71

68

70

76


2009 2008 2007 2006 2005

71 77 88

68 67 84

70 79 87

76 84 92

BEST 2009


Vienna Inner City Comfort

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

-13

-12

-8

-7

-21

-16

61

56

67

73

52

58


2009 2008 2007 2006 2005

61 59 69

56 60 75

67 69 75

73 65 73

52 51 55

58 51 67

BEST 2009


Vienna Inner City Social Image

SOCIAL IMAGE

More people will travel with PT in the future

PT is good for the environment

PT is beneficial to society

-4

-4

-3

-3

87

82

90

88


2009 2008 2007 2006 2005

87 81 87

82 66 74

90 87 92

88 88 94

BEST 2009


Vienna Inner City Value for money

VALUE FOR MONEY

PT gives good value for money

PT fares are reasonable

-30

-26

-34

42

44

41


2009 2008 2007 2006 2005

42 39 58

44 43 61

41 35 54

Vienna Inner City 2009

Appendix


Citizen satisfaction in subgroups

BEST 2009


Vienna Inner City CITIZEN SATISFACTION - Subgroups

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

63

61

64

68

61

59

74

59

74

66

53

30

-10

-12

-9

-15

-9

-13

-6

0

-7

-8

-14

-17

Hardly/Don't agree at all

Partially/Fully agree


Traffic supply

BEST 2009


Vienna Inner City Traffic supply - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

71

68

74

72

69

70

77

71

76

75

64

57

-11

-13

-10

-13

-13

-10

-9

-14

-9

-9

-16

-20



BEST 2009


Vienna Inner City Good for work/school trips - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

84

81

87

84

84

84

84

100

90

85

79

77

-6

-10

-3

-12

-8

-4

-4

0

-4

-5

-11

-8



BEST 2009


Vienna Inner City PT is good for leisure trips - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

64

62

67

68

59

62

75

87

73

68

53

45

-18

-20

-17

-16

-22

-17

-15

-7

-12

-18

-23

-34



BEST 2009


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

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

84

79

87

76

81

85

93

92

84

85

82

77

-5

-6

-4

-11

-6

-3

-2

0

-5

-3

-8

-6



BEST 2009


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

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

69

64

73

72

67

65

77

93

75

75

59

48

-10

-11

-10

-9

-15

-7

-8

0

-6

-6

-18

-29



BEST 2009


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

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

79

76

81

84

74

79

79

100

81

82

75

67

-8

-10

-7

-9

-9

-6

-12

0

-7

-7

-9

-16



BEST 2009


Vienna Inner City Travel time on PT is reasonable - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

69

67

70

71

67

69

77

46

75

74

59

44

-11

-12

-11

-15

-12

-11

-7

-17

-10

-8

-16

-19



BEST 2009


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

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

57

53

60

57

58

57

62

29

65

60

46

42

-17

-17

-16

-17

-17

-14

-14

-51

-15

-14

-20

-25



BEST 2009


Vienna Inner City Waiting time is short at transfers - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

63

60

65

64

65

61

73

18

62

69

56

55

-15

-18

-12

-19

-12

-17

-11

-34

-14

-12

-19

-21




Reliability in subgroups

BEST 2009


Vienna Inner City Reliability - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

70

69

71

62

74

73

74

19

70

78

63

53

-8

-10

-6

-14

-4

-7

-9

-17

-8

-5

-9

-11

Hardly/Don't agree at all Series2



Information in subgroups

BEST 2009


Vienna Inner City Information - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

65

64

65

69

67

65

61

29

67

70

58

47

-13

-12

-14

-10

-11

-12

-15

-47

-13

-10

-19

-14



BEST 2009


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

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

64

66

62

77

67

64

54

15

69

68

55

45

-12

-11

-13

-10

-10

-10

-19

-40

-10

-11

-19

-13



BEST 2009


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

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

62

60

63

59

67

62

59

26

65

67

55

42

-15

-14

-15

-12

-14

-12

-14

-57

-15

-10

-23

-12



BEST 2009


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

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

68

66

70

70

68

68

69

47

68

74

63

54

-12

-12

-12

-8

-10

-13

-13

-45

-13

-9

-14

-17




Staff behaviour in subgroups

BEST 2009


Vienna Inner City Staff behaviour - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

57

53

61

53

56

60

58

62

64

61

48

38

-12

-14

-10

-20

-12

-10

-10

-15

-10

-10

-15

-14



BEST 2009


Vienna Inner City Staff answers my questions correctly - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

62

58

64

56

59

66

60

71

71

64

52

41

-10

-11

-9

-17

-9

-8

-8

-6

-8

-8

-14

-12



BEST 2009


Vienna Inner City Staff behaves nicely and correctly - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

53

47

58

50

52

54

56

53

56

59

45

34

-15

-17

-12

-23

-14

-12

-11

-23

-13

-13

-17

-16




Security and safety in subgroups

BEST 2009


Vienna Inner City Security and safety - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

71

75

68

60

76

73

68

66

75

73

69

58

-10

-8

-12

-14

-8

-9

-16

-15

-9

-7

-14

-18



BEST 2009


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

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

68

74

63

58

75

69

61

60

73

69

66

55

-12

-9

-14

-12

-7

-11

-23

-23

-9

-8

-17

-22



BEST 2009


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

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

70

73

67

58

76

71

64

60

71

74

68

54

-12

-11

-14

-19

-9

-10

-18

-23

-12

-8

-18

-21



BEST 2009


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

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

76

79

74

63

77

79

79

78

80

77

74

64

-7

-5

-8

-13

-7

-5

-6

0

-7

-6

-6

-11




Comfort in subgroups

BEST 2009


Vienna Inner City Comfort - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

61

60

63

57

60

65

69

34

64

67

51

52

-13

-15

-11

-18

-12

-12

-9

-23

-12

-10

-16

-18



BEST 2009


Vienna Inner City PT travel is comfortable - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

56

55

57

55

53

60

68

19

64

63

38

40

-12

-15

-9

-13

-12

-13

-6

-17

-8

-9

-19

-20



BEST 2009


Vienna Inner City Transfers are easy - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

67

66

67

77

67

64

68

38

71

70

59

54

-8

-10

-7

-9

-7

-9

-7

-22

-7

-7

-10

-16



BEST 2009


Vienna Inner City Busses and trains are modern - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

73

72

74

66

72

80

77

38

74

78

67

64

-7

-9

-5

-13

-5

-7

-2

-22

-8

-3

-8

-15



BEST 2009


Vienna Inner City Busses and trains are clean - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

52

53

52

39

55

58

55

13

55

60

39

45

-21

-21

-21

-30

-20

-17

-21

-39

-19

-19

-26

-26



BEST 2009


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

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

58

52

63

48

53

60

78

60

56

63

53

55

-16

-18

-14

-23

-17

-13

-10

-17

-18

-14

-15

-16




Social image in subgroups

BEST 2009


Vienna Inner City Social image - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

87

86

88

79

89

88

92

66

86

88

88

86

-4

-5

-2

-11

-2

-3

-2

0

-4

-3

-3

-3



BEST 2009


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

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

82

80

84

70

84

85

87

66

82

84

81

83

-4

-6

-3

-12

-3

-3

-3

0

-5

-3

-4

-4



BEST 2009


Vienna Inner City PT is good for the environment - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

90

90

90

83

94

90

91

66

87

92

93

87

-3

-5

-2

-12

-1

-3

-1

0

-4

-2

-2

-4



BEST 2009


Vienna Inner City PT is beneficial to society - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

88

87

90

83

88

89

97

66

88

88

90

87

-3

-4

-2

-10

-2

-3

-1

0

-4

-4

-3

-2




Value for money in subgroups

BEST 2009


Vienna Inner City Value for money - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

42

42

42

40

39

42

57

28

40

45

43

36

-30

-31

-29

-34

-30

-29

-25

-38

-29

-26

-35

-38



BEST 2009


Vienna Inner City PT gives good value for money - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

44

43

44

40

42

44

54

37

42

45

47

39

-26

-28

-25

-34

-27

-24

-20

-29

-24

-23

-32

-35



BEST 2009


Vienna Inner City PT fares are reasonable - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

41

41

40

40

37

40

60

20

39

45

40

34

-34

-35

-33

-34

-34

-34

-30

-46

-34

-30

-39

-42




Loyalty in subgroups

BEST 2009


Vienna Inner City Loyalty - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

67

63

70

59

63

68

81

80

71

76

53

50

-7

-10

-5

-11

-7

-8

-2

0

-6

-4

-10

-12




Background information

BEST 2009


Public transport travel frequency – Vienna Inner City 2009

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Working, fulltime

Working part time

Student

Retired

Others

40

31

34

51

38

24

18

39

37

29

61

22

19

30

35

39

30

34

40

48

24

31

43

33

43

56

17

22

19

14

18

22

26

37

21

17

5

25

13

11

10

8

2

9

12

8

0

9

8

2

10

12

2

1

0

2

1

0

0

0

1

2

0

0

0

Daily



Less than monthly

Never

BEST 2009


Life situation – Vienna Inner City 2009

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

Never

46

63

46

41

82

52

3

0

62

45

56

54

66

11

7

12

17

10

10

3

0

9

11

8

9

34

9

6

4

34

1

0

0

0

9

4

1

0

29

21

31

0

34

94

100

18

30

33

30

0

5

1

6

2

7

3

0

0

2

6

2

5

0

Working, fulltime

Working part time

Student

Retired

Others

For more information and other reports see our web site http://best2005.net or https://report.scandinfo.se/best/

http://best2005.net/

Benchmarking in European Service of public Transport

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