Benchmarking in European Service of public Transport

BEST Survey 2010City report: Vienna - Inner cityBased on 600 interviews

Benchmarking in European Service of public Transport

BEST 2010

BEST City report 20102

Content

1. About the survey

2. How to read the graphs

3. Results Results per index in 2010, 2009, 2008 and

2007 Satisfaction per city/region 2005 – 2010 with:

Traffic supply Reliability Information Staff behaviour Security and safety Comfort

Perception of social image 2005 - 2010 Perception of value for money 2005 - 2010 Citizens stated loyalty to public transport 2005

- 2010

4. Quality indicators impact on overall citizen satisfaction 2010

5. Results per subgroup

6. Background information Gender Age Life situation PT travel frequency

BEST 2010

3

About the survey

The following cities participated in the BEST 2010 survey: Stockholm Oslo Helsinki (with additional questions) Copenhagen Vienna Geneva (with additional questions)

For all cities 1.000 residents in defined areas have been interviewed. An additional 600 interviews where conducted in Helsinki in 2010. All interviews have been done by telephone.

The fieldwork was conducted between March 1st and March 14th 2010. Results from the survey have been weighted with respect to sex and age to match the

profile in each area. In 2010 the special topic was transfers. Five questions related to this topic was added to

the questionnaire. The results is to be found in a separate report.


BEST 2010


Eight dimensions believed to affect satisfaction included in the survey

Background variables: Travel frequency by public transport PT modes most often used Main occupation Sex Age Post code (geography)

Loyalty

8. Value for money

7. Social image

Satisfaction

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

Ridership

BEST 2010


Response rates

Response rates are calculated as follows:

YEAR 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010

Copenhagen 38 % 54 % 55 % 56 % 53 % 39 % 40 % 32 % 37 % 34 %

Geneva 50 % 47 % 50 % 49 % 47 % 56 % 43 % 40 % 38 %

Helsinki 41 % 49 % 45 % 47 % 40 % 37 % 32 % 26 % 30 % 36 %

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

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

Vienna 39 % 57 % 58 % 61 % 58 % 58 % 54 % 46 % 43 % 16 %

5

BEST Survey response rate =

Number of completed interviews

(Total sample ÷ telephone numbers not in use / not in target group)

BEST 2010


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 and Switzerland samples are drawn from fixed

line telephones. In all instances it is estimated that approximately 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 Sample base and primary sampling unit

Stockholm Fixed line sample, household primary sampling unit

Oslo Fixed line and mobile sample, phone number primary sampling unit

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

Copenhagen Fixed line and mobile sample, phone number primary sampling unit

Vienna Fixed line and mobile sample, phone number primary sampling unit

Geneva Fixed line sample, household primary sampling unit

BEST 2010


Mobile interviews*

City % mobile interviews 2008 % mobile interviews 2009 % mobile interviews 2010

Stockholm 2,5%** 2,3%** 2,1%**

Oslo 40% 39% 44%

Helsinki 82% 96% 98%

Copenhagen 25% 35% 36%

Vienna 7% 9% 44%

Geneva 0% 0% 0%

* Share of interviews conducted with respondents using a mobile phone

** If mobile callback requested by respondent only

BEST 2010


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 2010Vienna - Inner city

BEST 2010


Vienna - Inner city Indices 2010

CITIZEN SATISFACTION

TRAFFIC SUPPLY

RELIABILITY

INFORMATION

STAFF BEHAVIOUR

SECURITY AND SAFETY

COMFORT

SOCIAL IMAGE

VALUE FOR MONEY

LOYALTY

-4

-11

-16

-15

-9

-8

-9

-4

-24

-5

79

69

58

59

57

75

62

82

48

79

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

2010 2009 2008 2007 2006

79 63 74 83 80

69 71 65 75 74

58 70 58 73 69

59 65 58 69 58

57 57 51 72 69

75 71 77 88 82

62 61 59 69 65

82 87 81 87 85

48 42 39 58 54

79 67 76 84 83

Vienna - Inner city 2010

Quality dimensions

BEST 2010


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

-10

-16

-4

-15

-7

-9

-12

-14

69

80

61

87

57

86

72

51

61


2010 2009 2008 2007 2006

69 71 65 75 74

80 84 76 83 81

61 64 51 68 65

87 84 81 89 89

57 69 52 63 63

86 79 86 91 92

72 69 70 80 76

51 57 50 60 60

61 63 53 68 62

BEST 2010


Vienna - Inner city Reliability

Reliability -16 58


2010 2009 2008 2007 2006

58 70 58 73 69

BEST 2010


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

-15

-9

-24

-12

59

68

47

64


2010 2009 2008 2007 2006

59 65 58 69 58

68 64 59 69 62

47 62 52 65 55

64 68 64 72 -

BEST 2010


Vienna - Inner city Staff behaviour

STAFF BEHAVIOUR

Staff answers my questions correctly

Staff behaves nicely and correctly

-9

-7

-10

57

60

55


2010 2009 2008 2007 2006

57 57 51 72 69

60 62 55 74 74

55 53 47 71 64

BEST 2010


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

-8

-11

-7

-5

75

65

75

84


2010 2009 2008 2007 2006

75 71 77 88 82

65 68 67 84 76

75 70 79 87 78

84 76 84 92 91

BEST 2010


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

-9

-8

-7

-4

-14

-12

62

67

69

69

50

53


2010 2009 2008 2007 2006

62 61 59 69 65

67 56 60 75 69

69 67 69 75 75

69 73 65 73 66

50 52 51 55 47

53 58 51 67 67

BEST 2010


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

-7

-3

-2

82

71

87

89


2010 2009 2008 2007 2006

82 87 81 87 85

71 82 66 74 68

87 90 87 92 94

89 88 88 94 92

BEST 2010


Vienna - Inner city Value for money

VALUE FOR MONEY

PT gives good value for money

PT fares are reasonable

-24

-19

-29

48

50

45


2010 2009 2008 2007 2006

48 42 39 58 54

50 44 43 61 56

45 41 35 54 53

BEST 2010


Vienna - Inner city Loyalty

Loyalty -5 79


2010 2009 2008 2007 2006

79 67 76 84 83


Appendix


Citizen satisfaction in subgroups

BEST 2010


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

79

85

73

82

76

76

88

84

87

79

74

52

-4

-2

-5

-3

-5

-3

-3

0

-2

-5

-8

-3

Hardly/Don't agree at all

Partially/Fully agree


Traffic supply in subgroups

BEST 2010


Vienna - Inner city Traffic supply - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

69

70

69

70

68

68

72

79

73

70

63

57

-11

-11

-11

-11

-13

-11

-8

-5

-9

-10

-15

-16



BEST 2010


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

80

79

81

88

78

76

79

87

90

79

56

63

-10

-11

-8

-6

-12

-9

-6

-8

-4

-10

-20

-23



BEST 2010


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

61

56

65

72

54

56

64

87

70

58

48

43

-16

-19

-13

-12

-19

-19

-10

0

-11

-15

-30

-25



BEST 2010


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

87

87

87

84

90

86

81

91

86

89

89

81

-4

-4

-4

-3

-5

-4

-3

-3

-4

-4

-4

-4



BEST 2010


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

57

54

59

54

49

59

64

87

60

59

48

44

-15

-18

-13

-15

-21

-13

-9

0

-15

-14

-21

-14



BEST 2010


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

86

88

85

90

84

89

87

78

88

87

88

75

-7

-5

-9

-6

-8

-5

-6

-16

-7

-7

-4

-13



BEST 2010


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

72

76

68

67

71

73

81

65

75

78

69

44

-9

-10

-8

-12

-11

-6

-6

-3

-7

-6

-9

-27



BEST 2010


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

51

56

47

52

55

46

50

62

55

50

49

43

-12

-12

-13

-13

-11

-15

-15

-4

-10

-12

-18

-16



BEST 2010


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

61

64

57

48

62

59

69

76

61

61

57

63

-14

-11

-18

-20

-13

-17

-8

-7

-17

-13

-15

-7




Reliability in subgroups

BEST 2010


Vienna - Inner city Reliability - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

58

61

54

35

58

60

76

64

54

62

57

64

-16

-14

-18

-31

-20

-10

-3

-14

-18

-15

-13

-16




Information in subgroups

BEST 2010


Vienna - Inner city Information - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

59

62

57

68

62

54

56

53

62

62

54

46

-15

-13

-17

-11

-15

-19

-11

-20

-14

-13

-17

-23



BEST 2010


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

68

71

64

74

71

64

58

61

70

71

67

47

-9

-8

-11

-6

-8

-14

-8

-8

-9

-7

-10

-19



BEST 2010


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

47

50

44

51

49

41

50

44

50

48

34

47

-24

-23

-25

-20

-23

-28

-20

-29

-23

-23

-29

-27



BEST 2010


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

64

65

62

78

65

58

60

52

66

66

61

45

-12

-9

-16

-7

-12

-15

-6

-23

-11

-10

-12

-24




Staff behaviour in subgroups

BEST 2010


Vienna - Inner city Staff behaviour - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

57

58

57

50

53

57

70

77

61

58

48

53

-9

-9

-9

-13

-12

-7

-1

-2

-10

-6

-12

-10



BEST 2010


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

60

60

61

55

56

64

67

67

65

58

49

57

-7

-7

-8

-9

-9

-7

-1

-4

-8

-5

-11

-8



BEST 2010


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

55

57

53

46

51

50

73

87

57

57

47

49

-10

-11

-10

-17

-14

-8

0

0

-12

-7

-12

-12




Security and safety in subgroups

BEST 2010


Vienna - Inner city Security and safety - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

75

82

68

68

75

74

82

73

77

73

77

68

-8

-5

-11

-10

-9

-6

-3

-6

-7

-7

-8

-10



BEST 2010


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

65

74

56

51

69

64

72

62

68

63

67

51

-11

-8

-14

-16

-13

-9

-4

-10

-10

-10

-13

-18



BEST 2010


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

75

81

69

73

77

71

81

71

78

71

79

72

-7

-4

-10

-9

-9

-5

-4

-3

-6

-9

-6

-4



BEST 2010


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

84

90

77

80

79

87

94

87

84

85

83

80

-5

-3

-7

-6

-6

-5

-1

-6

-6

-3

-4

-9




Comfort in subgroups

BEST 2010


Vienna - Inner city Comfort - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

62

63

61

65

58

58

69

78

64

63

55

55

-9

-7

-11

-9

-10

-11

-5

-4

-9

-8

-13

-11



BEST 2010


Vienna - Inner city PT travel is comfortable - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

67

68

65

74

62

59

78

89

73

67

52

55

-8

-7

-10

-4

-12

-9

-2

-3

-5

-9

-15

-9



BEST 2010


Vienna - Inner city Transfers are easy - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

69

70

68

74

66

65

78

75

75

67

63

59

-7

-7

-8

-3

-7

-12

-6

0

-5

-9

-8

-12



BEST 2010


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

69

73

65

75

68

63

75

75

69

71

63

66

-4

-2

-6

-7

-3

-5

-4

-3

-4

-2

-13

0



BEST 2010


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

50

52

49

49

49

48

51

71

50

53

47

47

-14

-12

-16

-13

-16

-16

-8

-6

-17

-9

-17

-18



BEST 2010


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

53

51

56

54

47

53

63

80

51

58

51

51

-12

-9

-15

-17

-13

-11

-7

-7

-13

-9

-13

-14




Social image in subgroups

BEST 2010


Vienna - Inner city Social image - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

82

85

80

81

79

84

87

87

86

84

75

70

-4

-4

-5

-5

-6

-3

-1

-2

-4

-3

-5

-9



BEST 2010


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

71

76

65

74

66

73

77

69

75

70

66

57

-7

-5

-9

-4

-10

-7

-4

-7

-6

-5

-10

-17



BEST 2010


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

87

89

86

82

84

90

94

97

90

91

76

76

-3

-4

-3

-6

-4

-2

0

0

-3

-2

-4

-6



BEST 2010


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

89

90

88

88

89

89

91

93

92

91

83

77

-2

-2

-2

-4

-3

0

0

0

-2

-2

0

-4




Value for money in subgroups

BEST 2010


Vienna - Inner city Value for money - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

48

51

44

32

40

50

72

74

50

50

46

29

-24

-21

-27

-36

-29

-21

-7

-7

-24

-23

-20

-32



BEST 2010


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

50

53

48

36

43

54

74

70

53

52

49

32

-19

-15

-22

-26

-24

-17

-6

-3

-20

-17

-15

-24



BEST 2010


Vienna - Inner city PT fares are reasonable - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

45

48

41

29

37

45

71

78

47

47

43

26

-29

-26

-33

-46

-35

-25

-9

-11

-28

-29

-25

-40




Loyalty in subgroups

BEST 2010


Vienna - Inner city Loyalty - Subgroups

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

79

80

78

81

75

77

87

97

86

81

69

53

-5

-3

-6

-4

-7

-4

-1

0

-5

-4

-6

-6




Background information

BEST 2010


Public transport travel frequency – Vienna - Inner city 2010

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Working, fulltime

Working part time

Student

Retired

Others

41

43

44

76

43

39

27

28

44

49

75

23

47

30

30

35

18

33

32

48

39

30

31

21

45

32

17

14

12

3

11

19

17

16

15

8

4

17

17

11

12

8

3

12

10

8

16

11

13

0

14

4

2

1

0

0

1

1

0

0

1

0

0

1

0

DailyA few times per weekA few times per monthLess than monthlyNever

BEST 2010


Life situation – Vienna - Inner city 2010

Total

Man

Woman

16 - 24

25 - 44

45 - 64

65 - 79

80 +

Daily



Less than monthly

45

51

29

20

58

52

3

0

40

36

45

45

11

7

15

4

19

8

2

0

12

10

6

15

10

14

16

74

10

0

0

0

26

10

4

28

21

30

0

27

93

100

14

35

34

37

6

6

9

1

11

12

1

0

8

8

10

3

Working, fulltimeWorking part timeStudentRetiredOthers

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

http://best2005.net/

Documents

Benchmarking in European Service of public Transport