Methodology: Visitors and employees

1

Survey of visitors, employees and residents in South Bank Autumn 2008 – Spring 2009

Presented by Sally Panayiotou Wednesday 13th May 2009

Methodology: Visitors and employees

Visitors

• 9th September-29th October 2008

• 322 face-to-face interviews with visitors to the South Bank

• Random (one in n) selection of respondents at 6 sample points

Employees

• 30th October-20th November 2008

• 205 face-to-face interviews with people who work in the South Bank area

• Random (one in n) selection of respondents at 9 sample points

3

Methodology: Visitors and employees

Residents 2008-9

• 5th November 2008 - 25th February 2009

• 472 face-to-face interviews with people who live in Bishop’s and Cathedral’s Ward marked in red

• Random selection of respondents from PAF in South Bank

Note that different methodologies and slightly different sample areas means comparisons are only indicative

Residents 1999

• 1st February -18th April 1999

• 825 face-to-face interviews with people who live in Bishop’s and Cathedral’s Ward up to Lambeth Road

• Respondents selected to quotas according to age, gender and work status from PAF in South Bank

Profile of respondents

Profile

Visitors

Base: All visitors (322), All employees (205), All residents (472) 2008-9

• Younger (nearly half <35)

• White (93%)

• Female (61%)

Employees

• 25-54 (77%)

• White (83%)

• Male (62%)

ResidentsData weighted to Census

profile / ONS updates

• 16-34 (49%)

• More diversity, but majority white(31% BME)

• Even gender split (51/49)

NB 16-3432% Great Britain40% London

How long have residents lived in South Bank?

34

29

8

8

16

15

11

12

7

5

15

246

9

<1 yr 1-3 yrs 4-5 yrs 6-10 yrs 11-15 yrs 16-20 yrs More than 20 yrs

How long have you lived…

Base: All residents (472), 2008/9

At your current address?

In this area?

1-3 yrs 4-15 yrs 16 yrs +

Residents’ place of work

From this card, can you tell me whereabouts do you work?

Base: All in employment (304), 2008/9

20

8

4

27

4

5

12

19

Within area on map

Elsewhere in Southwark

Elsewhere in Lambeth

West End

City

Elsewhere in London

Outside London

It varies

90% work in London

%

Many visitors have visited South Bank before

19% first visit (mainly overseas visitors)

31% more than 20 previous visits

Base: All visitors (322) Autumn 2008

Overall satisfaction with South Bank

50%

42%

Residents have a high level of satisfaction of living in the area

Neither/nor: 3%

Very satisfied

Fairly dissatisfied: 2%

Fairly satisfied

How satisfied or dissatisfied are you with this area as a place to live?

Base: All residents (472), 2008/9, All residents (825), 1999

Very dissatisfied: 2%

30%

54%

7%6%3%

1999 Survey

Survey Net satisfaction (satisfaction – dissatisfaction)

Residents 2008-9 +88Residents 1999 +75

MORI norms 1999-2009

+72

MORI London norms 1999-2009

+60

Longer-term residents less likely to have seen improvements over the past five years

30%

21%

12%

37%

Better (47% exc. dk)

Worse (15% exc.

dk)

Would you say this area as a place to live has got better, worse or remained the same during the last five years?

Base: All residents (472), 2008/9, All residents (825) 1999

About the same (38% exc. dk)

Don’t know 32%16%

44%

7%

1999 Survey

Length of residence:Worse

%

About the same

%

Better

%

1-5 years (135 exc. dk) 4 44 52

6-15 years (127) 17 28 54

16 years+ (103) 30 39 31

Net better +25

Net better +16

Employees have a high level of satisfaction of working in the area

5%

Base: All employees (205) Autumn 2008

Further 37% fairly satisfied

Half are very satisfied! (Top end of scale)

= 87% satisfied

Longer-term employees in particular have seen improvements in the last five years

38%

34%

6%

22%Better

Worse

Would you say this area as a place to work has got better, worse or remained the same during the last five years?

Base: All employees (205), Autumn 2008Base sizes shown in brackets * note low base

About the same

Don’t know

Length of employment: Worse

About the same Better

Under a year (38)* 3 55 42

1-5 years (67)* 6 51 43

6-10 years (55)* 13 27 60

Total excluding don’t knows (160)

Better Same Worse

(Excluding don’t knows %)

Visitors show high levels of advocacy for the South Bank

Base: All visitors (322), Autumn 2008

48%

37%

13%

Certain to

Very likely

Fairly likely

(Not very/not at all likely: <1%)

How likely would you be to recommend South Bank to your friends and relatives?

South Bank facilities

58%

12%

7%20%

High levels of satisfaction with services provided locally

Very satisfied

Fairly satisfied

Overall, how satisfied or dissatisfied are you with services provided locally?

Base: All residents (472), 2008/9

Very dissatisfied: 2%

NB As a place to live:

42% very satisfied 50% fairly satisfied

Neither/nor

Fairly dissatisfied

Over a third of residents expressing an opinion feel local services have improved in the past 5 years

23%

41%

5%

30%Better

(39% exc. dk)

Worse (7% exc. dk)

Taking everything into account, would you say local services have got better, worse or remained the same during the last five years?

Base: All residents (472), 2008/9 (excluding don’t knows 361) Base sizes shown in brackets

About the same (54% exc. dk)

Don’t know

Length of residence: Better

About the same Worse

1-5 years (129 exc. dk)

46 50 4

6-15 years (142)

38 50 8

16 years + (103) 28 60 10

46

53

1415

2924

83

6980

6867

5769

82% Dissatisfied % Satisfied

High levels of satisfaction with restaurants and bars & pubsHow satisfied or dissatisfied are you with the following leisure and recreation facilities and services in the local area?

Base: All residents (472) and employees (205), 2008/9

RestaurantsResidents

Employees

Bars and pubsResidents

Employees

Parks and open spaces Residents

Employees

ShopsResidents

Employees

NB in 1999 57% of respondents wanted to see improvements made to shops =

Highest demand for improvement

295

2322

2828

7348

61

5126

4432

1612

58

% Dissatisfied % Satisfied

Low satisfaction with swimming facilitiesHow satisfied or dissatisfied are you with the following leisure and recreation facilities and services in the local area?

Base sizes shown in brackets (all excluding don’t knows)

Community meeting spacesResidents (239)

Employees (114)

Outdoors sports facilitiesResidents (326)

Employees (130)

Play facilitiesResidents (225)

Employees (103)

Swimming facilities Residents (323)

Employees (122)

8

9

12

19

21

29

74

73

63

55

50

85Adult education (265)

Nursery education / childcare (137)

Primary schools (154)

Services for children 4-11 (110)

Secondary schools (132)

Services for young people 12-18 (118)


Lower resident satisfaction with education provision for young people (schools and services)How satisfied or dissatisfied are you with the following education facilities and services in the local area?

Base sizes shown in brackets = all excluding don’t know

6

5

17

22

92

91

83

72

100Mental health

services (15%)**

GP healthcareservices (315)

NHS Hospitals(231)

Care for theelderly (13)**

NHS dentistryservices (101)


Satisfaction with the health facilities - usersHow satisfied or dissatisfied are you with the following health facilities and services in the local area?

Base sizes shown in brackets: All residents who have used each service, 2008/9 **note extremely low base

Net satisfaction

2008/9 survey

MORI norms

+100

+86 +70

+86 +50

+66 +44

+50

South Bank environment

1

8

11

7

13

14

84

82

82

73

73

94


Residents / employees: High levels of satisfaction with public transport, street lighting and personal safety

How satisfied or dissatisfied are you with the following aspects of the local environment?


Public transport

Street lighting

Personal safety

Residents

Employees

Residents

Employees

Residents

Employees

+76

+75

+59

Net satisfaction

+93

+71

+60

22

49

30

15

48

49

45

26

28

26

10

13


Residents / employees: Greater dissatisfaction with rough sleepers and provision of public toilets

How satisfied or dissatisfied are you with the following aspects of the local environment?

Numbers of rough sleepers

On-street parking control

Residents

Employees

Residents

Employees

Residents

Employees

Provision of public toilets


Net satisfaction

+23

-23

-2

+11

-36

-38

7%

1%

1%

2%

1%

0%

6%

6%

4%

3%

2%

1%

Verbal abuse

Motor vehicle crime

Street crime

Vandalism

Burglary

Violence

Fairly low experience of crime in the area

In the past 12 months, have you been a victim of any of these crimes in this area?


Employees Residents

90% None of these 83% None of these

Shopping and dining in South Bank

4%

13%

56%

40%42%

6%

8%

2% 93%

13%

40%

76%

Very / fairly dissatisfied

Very / fairly satisfied Neither

Visitor satisfaction with shopping options lower; based both on perceptions and experienceHow satisfied or dissatisfied are you with the following in South Bank?

Eating and drinking options

Shopping

Base sizes shown in brackets, excludes don’t knows * note low base

Did visit cafes / restaurants / bars in one of listed areas

(90*)

Didn’t visit one of listed areas (206)

Did visit shops in one of listed areas (75*)

Didn’t visit shops in one of listed areas (159)

41%

28%

26%

27%

18%14%

51%

17%

21%

21%

45%

47%Lower Marsh/The Cut

Southbank Centre

Oxo Tower Wharf

Gabriel's Wharf

National Theatre

Local hotels

% Employees % Residents

Lower Marsh / The Cut and Southbank Centre most popular amongst employees / residents for food / drink

From the following list of cafes, bars and restaurants, which, if any, have you visited in the last year?

Base: All employees (205) and residents (472) 2008/2009

31% none of these29% none of these

73%

43%

25%

25%

64%

59%

32%

20%

17%

75%Waterloo Station

Lower Marsh/The Cut

Southbank Centre

Gabriel’s Wharf

Oxo Tower Wharf

Lower Marsh / The Cut and Southbank Centre also popular amongst employees / residents for shops


In the last year have you visited the shops in any of these locations?

Employees Residents

19% none of these10% none of these

5%

3%

2%

0%

12%

3%

3%

0%

1%

19%Southbank Centre

Gabriel's Wharf

Oxo Tower Wharf

National Theatre

Lower Marsh/The Cut

Southbank centre most popular amongst visitors for refreshments and shops

Base: All visitors (322)

At which of these locations, if any, have you visited / or do you intend to visit today?

Cafes, bars and restaurants Shops

70% none of these 76% none of these

Local attractions

32%

27%

25%

24%

31%

35%

26%

32%

27%

45%SouthbankCentre

London Eye

NationalTheatre

Oxo TowerWharf

BFISouthbank

Employees Residents

Employees most likely to have visited Southbank Centre in the past year; residents the London Eye

From the following list of local attractions, which, if any have you visited in the last year?



43%

34%

19%

15%

13%

10%

To see a specific attraction or venue

To enjoy a walk

To enjoy the views

To see the River Thames

Been before and wanted to come again

To meet friends/family here

Attractions are the greatest pull for visitors; or simply enjoying the area What were your 3 main reasons for deciding to visit South Bank today?

The London Eye is the biggest draw for visitors


31% visited/intend to visit The London Eye

18% the Southbank Centre

13% the London Aquarium

7% the National Theatre 7% Gabriel’s Wharf

Visitors’ and employees’ perceptions of South Bank

Base: All employees (205), Autumn 2008

47%

46%

38%

Arty

Interesting

Lively

Employees: more likely to select positive words than negative

Contemporary

Convenient

Attractive

32%

29%

24%

Which five, if any, of the words on this card would you use to describe South Bank?

Expensive

Crowded

Rundown

Ugly

Nothing special

Boring

Pretentious

25%

25%

11%

10%

4%

4%

3%


48%

38%

37%

Interesting

Arty

Attractive

Visitors: Similar descriptions to employees, but less sensitive to expense

Lively

Relaxing

Contemporary

33%

33%

30%

Which five, if any, of the words on this card would you use to describe South Bank?

Crowded

Expensive

Pretentious

Rundown

Nothing special

Employees

25%

25%

Conclusions

Conclusions

• Positive levels of satisfaction and advocacy amongst visitors, employees and residents in the South Bank

• A young visitor and resident profile

• London Eye is a big draw to visitors

• Southbank Centre draws visitors, residents and employees

• The Cut / Marsh more a zone for employees and residents rather than visitors; high levels of satisfaction with restaurants, bars and pubs across the South Bank area

• Issues with public toilet provision, parking and rough sleepers; however fairly low crime levels and most feel personally safe

• Residents also tend to be favourable towards health facilities

• Priorities for improvement would be swimming facilities

• Improvements to play facilities, and services for young people would also be appreciated

Thank you for your time

If you have any queries regarding this research please contact:

[email protected]

or

[email protected]

Methodology: Visitors and employees

Documents

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