Benchmarking in European Service of public Transport

BEST Survey 2009Vienna – Surrounding AreasBased on 351 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 – Surrounding Areas

BEST 2009


Vienna Surrounding Areas Comparison - All indices 2009

CITIZEN SATISFACTION

TRAFFIC SUPPLY

RELIABILITY

INFORMATION

STAFF BEHAVIOUR

SECURITY AND SAFETY

COMFORT

SOCIAL IMAGE

VALUE FOR MONEY

LOYALTY

-9

-21

-18

-21

-11

-10

-14

-9

-40

-11

59

61

57

55

64

74

61

78

36

61

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

2009 2008 2007 2006 2005

59 59 69

61 52 63

57 54 70

55 46 51

64 57 68

74 74 83

61 60 69

78 77 77

36 23 39

61 61 72

Vienna – Surrounding Areas 2009

Quality dimensions

BEST 2009


Vienna Surrounding Areas 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

-21

-17

-35

-5

-18

-30

-16

-18

-27

61

67

48

88

59

56

63

52

56


2009 2008 2007 2006 2005

61 52 63

67 55 62

48 31 48

88 84 88

59 40 56

56 52 69

63 60 65

52 45 63

56 50 57

BEST 2009


Vienna Surrounding Areas 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

-21

-20

-27

-15

55

58

46

61


2009 2008 2007 2006 2005

55 46 51

58 52 56

46 33 39

61 53 57

BEST 2009


Vienna Surrounding Areas Staff behaviour

STAFF BEHAVIOUR

Staff answers my questions correctly

Staff behaves nicely and correctly

-11

-11

-11

64

63

65


2009 2008 2007 2006 2005

64 57 68

63 61 68

65 54 68

BEST 2009


Vienna Surrounding Areas 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

-15

-8

-9

74

65

76

82


2009 2008 2007 2006 2005

74 74 83

65 63 78

76 74 81

82 85 90

BEST 2009


Vienna Surrounding Areas 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

-14

-15

-10

-10

-18

-15

61

60

67

64

49

62


2009 2008 2007 2006 2005

61 60 69

60 64 73

67 63 71

64 61 67

49 53 62

62 60 71

BEST 2009


Vienna Surrounding Areas Social Image

SOCIAL IMAGE

More people will travel with PT in the future

PT is good for the environment

PT is beneficial to society

-9

-19

-3

-6

78

64

86

83


2009 2008 2007 2006 2005

78 77 77

64 64 59

86 81 82

83 87 90

BEST 2009


Vienna Surrounding Areas Value for money

VALUE FOR MONEY

PT gives good value for money

PT fares are reasonable

-40

-37

-42

36

36

36


2009 2008 2007 2006 2005

36 23 39

36 25 41

36 21 37

Vienna Surrounding Areas 2009

Appendix


Citizen satisfaction in subgroups

BEST 2009


Vienna Surrounding Areas 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

59

62

56

60

61

55

65

49

70

79

62

38

-9

-8

-10

-7

-7

-14

-2

-14

-6

-1

-7

-17

Hardly/Don't agree at all

Partially/Fully agree


Traffic supply in subgroups

BEST 2009


Vienna Surrounding Areas Traffic supply - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

61

62

59

61

62

56

71

46

70

71

61

48

-21

-20

-22

-21

-20

-26

-14

-24

-16

-12

-20

-31



BEST 2009


Vienna Surrounding Areas Good for work/school trips - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

67

71

63

75

71

64

68

37

82

82

71

45

-17

-15

-19

-10

-20

-20

-10

-12

-9

-7

-13

-32



BEST 2009


Vienna Surrounding Areas PT is good for leisure trips - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

48

47

48

59

47

36

64

53

65

56

45

34

-35

-36

-35

-24

-35

-44

-29

-22

-19

-19

-38

-54



BEST 2009


Vienna Surrounding Areas 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

88

86

90

91

93

84

85

62

88

88

93

84

-5

-6

-5

-6

-3

-8

-4

-12

-6

-4

-4

-6



BEST 2009


Vienna Surrounding Areas 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

59

63

55

64

58

56

70

24

70

75

54

42

-18

-16

-21

-21

-19

-19

-10

-44

-12

-10

-18

-30



BEST 2009


Vienna Surrounding Areas 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

56

56

55

56

62

43

64

76

63

73

42

48

-30

-28

-33

-32

-24

-41

-25

-24

-23

-17

-43

-35



BEST 2009


Vienna Surrounding Areas Travel time on PT is reasonable - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

63

61

64

48

61

63

83

26

79

67

68

47

-16

-18

-15

-17

-15

-23

-4

-24

-13

-8

-12

-26



BEST 2009


Vienna Surrounding Areas 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

52

55

48

57

52

48

60

24

62

61

54

38

-18

-17

-20

-18

-17

-20

-13

-46

-19

-13

-10

-26



BEST 2009


Vienna Surrounding Areas Waiting time is short at transfers - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

56

59

52

42

52

54

77

65

54

65

64

43

-27

-24

-29

-38

-27

-28

-19

-14

-25

-17

-25

-37




Reliability in subgroups

BEST 2009


Vienna Surrounding Areas Reliability - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

57

53

61

36

58

52

77

54

50

62

67

50

-18

-18

-18

-27

-13

-24

-9

-24

-23

-18

-10

-19

Hardly/Don't agree at all Series2



Information in subgroups

BEST 2009


Vienna Surrounding Areas Information - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

55

56

55

55

59

53

55

44

67

58

53

47

-21

-19

-23

-23

-16

-23

-19

-45

-17

-19

-18

-26



BEST 2009


Vienna Surrounding Areas 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

58

64

53

61

70

56

43

29

72

66

53

48

-20

-14

-27

-12

-14

-26

-24

-51

-15

-13

-21

-28



BEST 2009


Vienna Surrounding Areas Information is good when traffic problems occure - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

46

44

48

38

43

45

61

51

56

45

46

41

-27

-28

-27

-39

-26

-28

-17

-35

-28

-29

-20

-30



BEST 2009


Vienna Surrounding Areas Information is good in stops and terminals - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

61

59

63

66

63

57

61

51

73

63

60

53

-15

-14

-15

-18

-9

-16

-14

-49

-9

-15

-14

-19




Staff behaviour in subgroups

BEST 2009


Vienna Surrounding Areas Staff behaviour - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

64

64

64

59

63

59

78

69

71

66

69

56

-11

-13

-10

-20

-9

-13

-6

-5

-16

-12

-7

-10



BEST 2009


Vienna Surrounding Areas Staff answers my questions correctly - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

63

62

64

62

64

54

77

74

70

64

65

58

-11

-14

-8

-13

-11

-13

-5

-10

-14

-14

-7

-8



BEST 2009


Vienna Surrounding Areas Staff behaves nicely and correctly - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

65

66

63

56

61

64

80

63

71

68

73

54

-11

-11

-11

-27

-8

-14

-7

0

-19

-10

-7

-11




Security and safety in subgroups

BEST 2009


Vienna Surrounding Areas Security and safety - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

74

77

72

66

79

73

73

68

79

78

69

72

-10

-9

-12

-17

-7

-10

-12

-17

-7

-9

-11

-12



BEST 2009


Vienna Surrounding Areas 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

65

69

61

52

70

64

60

78

75

68

53

65

-15

-12

-17

-21

-11

-15

-22

0

-9

-14

-22

-13



BEST 2009


Vienna Surrounding Areas 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

76

80

72

73

82

73

74

49

84

82

72

68

-8

-7

-9

-15

-5

-6

-7

-25

-5

-8

-5

-11



BEST 2009


Vienna Surrounding Areas 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

82

82

82

75

84

82

85

75

78

85

81

83

-9

-7

-11

-13

-5

-10

-9

-25

-8

-7

-7

-12




Comfort in subgroups

BEST 2009


Vienna Surrounding Areas Comfort - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

61

60

61

61

62

55

67

65

65

68

58

55

-14

-14

-14

-13

-12

-17

-9

-22

-10

-13

-11

-17



BEST 2009


Vienna Surrounding Areas PT travel is comfortable - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

60

58

62

64

63

51

70

60

75

71

59

45

-15

-15

-15

-18

-17

-19

-3

-12

-8

-11

-11

-24



BEST 2009


Vienna Surrounding Areas Transfers are easy - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

67

71

63

66

71

62

75

42

75

76

61

60

-10

-10

-11

-10

-9

-12

-7

-30

-6

-5

-10

-17



BEST 2009


Vienna Surrounding Areas Busses and trains are modern - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

64

65

63

71

65

56

70

78

72

68

59

58

-10

-12

-8

-9

-8

-15

-4

-22

-6

-14

-5

-14



BEST 2009


Vienna Surrounding Areas Busses and trains are clean - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

49

47

52

51

51

45

48

75

45

58

48

48

-18

-17

-19

-15

-12

-24

-21

-25

-16

-22

-17

-14



BEST 2009


Vienna Surrounding Areas 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

62

60

65

52

62

61

74

65

56

65

62

64

-15

-15

-16

-16

-15

-17

-10

-25

-16

-13

-14

-17




Social image in subgroups

BEST 2009


Vienna Surrounding Areas Social image - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

78

79

76

78

77

73

86

91

80

83

76

75

-9

-8

-11

-11

-8

-13

-4

-5

-7

-6

-10

-12



BEST 2009


Vienna Surrounding Areas 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

64

71

58

69

63

56

75

86

72

74

58

59

-19

-14

-24

-21

-21

-24

-6

-14

-15

-9

-22

-25



BEST 2009


Vienna Surrounding Areas PT is good for the environment - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

86

86

86

82

88

84

88

84

90

86

88

84

-3

-4

-3

-5

-2

-6

-2

0

-2

-3

-5

-4



BEST 2009


Vienna Surrounding Areas PT is beneficial to society - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

83

81

86

84

81

78

94

100

79

89

83

82

-6

-5

-6

-6

-3

-9

-5

0

-4

-4

-4

-7




Value for money in subgroups

BEST 2009


Vienna Surrounding Areas Value for money - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

36

35

36

31

38

30

46

39

41

39

35

31

-40

-37

-42

-47

-38

-46

-29

-25

-38

-35

-38

-44



BEST 2009


Vienna Surrounding Areas PT gives good value for money - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

36

34

38

34

36

29

50

39

40

39

38

31

-37

-35

-39

-44

-36

-44

-24

-10

-34

-32

-37

-40



BEST 2009


Vienna Surrounding Areas PT fares are reasonable - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

36

36

35

28

40

30

41

39

41

39

32

31

-42

-40

-45

-49

-39

-48

-33

-39

-43

-37

-40

-47




Loyalty in subgroups

BEST 2009


Vienna Surrounding Areas Loyalty - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

61

62

60

62

62

51

72

75

73

71

66

44

-11

-10

-13

-7

-14

-14

-4

0

-10

-2

-12

-16




Background information

BEST 2009


Public transport travel frequency – Vienna Surrounding Areas 2009

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Working, fulltime

Working part time

Student

Retired

Others

17

25

14

36

24

20

2

0

31

12

42

3

5

21

27

23

34

31

21

18

10

25

32

45

14

31

25

16

26

12

19

22

36

0

16

20

6

32

26

33

31

35

18

26

35

42

90

25

34

7

50

37

4

1

2

0

1

2

2

0

1

2

0

1

0

Daily



Less than monthly

Never

BEST 2009


Life situation – Vienna Surrounding Areas 2009

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

Never

45

62

30

43

66

52

0

0

74

46

36

35

45

12

4

20

5

20

10

3

0

7

15

11

12

20

8

5

8

49

2

0

0

0

13

11

2

0

26

25

32

0

30

93

100

4

16

43

44

17

8

4

10

4

11

6

2

0

2

8

8

8

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

Documents

best city report

oslo sporveier best

total sample

mobile interviews

swedish sample

overall citizen satisfaction

g p i g v c

x x t f c