First UK Bus:Regional Report: Scotland

Illuma Research Ltd

Richmond Bridge House

419 Richmond Road

Twickenham Middlesex

TW1 2EX

T: 020 8296 6600

E: terry@illumaresearch.co.uk

W: www.illumaresearch.co.uk

Customer Satisfaction Monitor: wave 16

September 2009 – December 2010

Wave 16 – December 2010 2

Executive Summary

Wave 16 – December 2010 3

78

78

78

78

79

79

79

80

80

81

82

83

40 50 60 70 80 90 100

Glasgow

West Yorkshire

Manchester

South Yorkshire

Aberdeen

Scotland East

Devon & Cornwall

Midlands

East England / Essex

Berkshire

Hants & Dorset

Cymru / BSA

Overall satisfaction % satisfied, split by OpCo: (Wave 16 - to December 2010)

All areas have been significantly

hit by poor weather in

November & December, but the areas with

highest satisfaction tend to have been hit the hardest (i.e. the range has

become compressed)

Wave 16 – December 2010 4

24

21

-8

-3

-5

-4

-2

-3

79

65

56

59

14

-20 -10 0 10 20 30 40 50 60 70 80 90 100

Overall satisfaction:December 2010

= very dissatisfied

= fairly dissatisfied = fairly satisfied = very satisfied

N.B. The figures in all the stacked

bar charts are percentages.

80%

82%

79%

First UK Bus overall

Aberdeen

Glasgow

East Scotland

Scotland:

Wave 16 – December 2010 5

46

49

40

34

-22

-19

-17

41

32

-30 -20 -10 0 10 20 30 40 50 60 70 80 90

Is the overall service provided by First Bus improving or getting worse?(results for Wave 16)

= getting worse = staying the same

Net score

= improving

Aberdeen

Glasgow

East Scotland

+17

+10

+21

Wave 16 – December 2010 6

-20 0 20 40 60 80 100 120 140

Driver appearance

Ease of getting on

Safety of driving

Getting a seat

Buying a ticket

Smoothness of ride

Upkeep / condition of vehicle

Overall satisfaction

Driver attitude

Outside cleanliness

Bus stop information

Security on-board

Litter

Comfort of seating

Temperature/ventilation

Legroom

Inside cleanliness

Journey length

Bus stop environment

Service punctuality

On-board info

Space for bags etc.

Service frequency

Value-for-money

Summary of mean scores for each attribute: Aberdeen (Wave 16 - December 2010)

Note: bad weather in November/December has

affected many of the scores

Wave 16 – December 2010 7

-18 -16 -14 -12 -10 -8 -6 -4 -2 0 2 4 6 8 10 12 14 16 18

Smoothness of ride

Buying a ticket

Temperature/ventilation

Safety of driving

Litter

Driver appearance

Ease of getting on

Upkeep / condition of vehicle

Driver attitude

Comfort of seating

Space for bags etc.

Legroom

Value-for-money

Getting a seat

Inside cleanliness

On-board info

Bus stop information

Security on-board

Bus stop environment

Service frequency

Journey length

Outside cleanliness

Service punctuality

Overall satisfaction

Change in mean scores: AberdeenSept 2009 to Dec 2010:

In Aberdeen only 6 attributes have

improved since Sept 2009, although bad

weather is partly responsible for this

month’s poor figures

DECLINING IMPROVING

8

Factors within OpCo control

9

Cleanliness of the outside

32

28

-8

-6

-7

-3

-1

-3

74

47

38

47

22

-20 -10 0 10 20 30 40 50 60 70 80 90 100

75%

70%

69%

Scotland:

First UK Bus overall

Aberdeen

Glasgow

East Scotland

= very dissatisfied

= fairly dissatisfied = fairly satisfied = very satisfied

10

Cleanliness of the inside

16

22

-10

-8

-11

-4

-2

-3

67

49

50

47

18

-30 -20 -10 0 10 20 30 40 50 60 70 80 90

69%

66%

67%

First UK Bus overall

Aberdeen

Glasgow

East Scotland

Scotland:

= very dissatisfied

= fairly dissatisfied = fairly satisfied = very satisfied

11

Upkeep / condition of seats, walls, etc

35

31

-12

-10

-13

-5

-5

-3

77

50

44

48

25

-20 -10 0 10 20 30 40 50 60 70 80 90 100

79%

79%

75%

First UK Bus overall

Aberdeen

Glasgow

East Scotland

Scotland:

= very dissatisfied

= fairly dissatisfied = fairly satisfied = very satisfied

12

Amount of litter on the vehicle

24

23

-11

-13

-10

-5

-5

-3

67

44

46

49

21

-30 -20 -10 0 10 20 30 40 50 60 70 80 90

72%

70%

65%

First UK Bus overall

Aberdeen

Glasgow

East Scotland

Scotland:

= very dissatisfied

= fairly dissatisfied = fairly satisfied = very satisfied

13

Being able to get a seat

34

40

-4

-9

-3

-2

-4

-1

82

44

45

45 36

-20 -10 0 10 20 30 40 50 60 70 80 90 100

84%

79%

81%

First UK Bus overall

Aberdeen

Glasgow

East Scotland

Scotland:

= very dissatisfied

= fairly dissatisfied = fairly satisfied = very satisfied

14

Appearance of the driver

42

45

-8

-4

-5

-2

-2

-1

84

43

42

45

39

-20 -10 0 10 20 30 40 50 60 70 80 90 100

90%

84%

82%

First UK Bus overall

Aberdeen

Glasgow

East Scotland

Scotland:

= very dissatisfied

= fairly dissatisfied = fairly satisfied = very satisfied

15

Helpfulness/attitude of the driver

24

32

-10

-12

-13

-3

-4

-3

76

45

49

45

31

-30 -20 -10 0 10 20 30 40 50 60 70 80 90

77%

73%

76%

First UK Bus overall

Aberdeen

Glasgow

East Scotland

Scotland:

= very dissatisfied

= fairly dissatisfied = fairly satisfied = very satisfied

16

Smoothness of the ride

23

23

-9

-7

-4

-2

-3

-1

74

53

54

57

21

-20 -10 0 10 20 30 40 50 60 70 80 90 100

80%

75%

76%

First UK Bus overall

Aberdeen

Glasgow

East Scotland

Scotland:

= very dissatisfied

= fairly dissatisfied = fairly satisfied = very satisfied

17

Safety of the driving of the driver

40

41

-6

-3

-6

-1

-1

-1

86

45

48

48

39

-20 -10 0 10 20 30 40 50 60 70 80 90 100

89%

88%

84%

First UK Bus overall

Aberdeen

Glasgow

East Scotland

Scotland:

= very dissatisfied

= fairly dissatisfied = fairly satisfied = very satisfied

18

Frequency of service today

21

17

-19

-19

-16

-8

-11

-8

59

37

39

40

19

-40 -30 -20 -10 0 10 20 30 40 50 60 70 80

57%

60%

56%

First UK Bus overall

Aberdeen

Glasgow

East Scotland

Scotland:

= very dissatisfied

= fairly dissatisfied = fairly satisfied = very satisfied

19

Punctuality of service today

24

21

-15

-12

-15

-6

-4

-3

71

45

48

46

25

-30 -20 -10 0 10 20 30 40 50 60 70 80 90

67%

72%

70%

First UK Bus overall

Aberdeen

Glasgow

East Scotland

Scotland:

= very dissatisfied

= fairly dissatisfied = fairly satisfied = very satisfied

20

General on-board information

15

16

-17

-18

-11

-5

-2

-2

59

49

44

42

11

-30 -20 -10 0 10 20 30 40 50 60 70 80 90

58%

59%

60%

First UK Bus overall

Aberdeen

Glasgow

East Scotland

Scotland:

= very dissatisfied

= fairly dissatisfied = fairly satisfied = very satisfied

21

Ease of buying a ticket

31

32

-9

-8

-5

-4

-4

-2

72

40

44

44

30

-20 -10 0 10 20 30 40 50 60 70 80 90 100

76%

75%

70%

First UK Bus overall

Aberdeen

Glasgow

East Scotland

Scotland:

= very dissatisfied

= fairly dissatisfied = fairly satisfied = very satisfied

22

Personal security on board

23

27

-8

-10

-9

-5

-4

-3

71

50

50

48

22

-20 -10 0 10 20 30 40 50 60 70 80 90 100

75%

73%

72%

First UK Bus overall

Aberdeen

Glasgow

East Scotland

Scotland:

= very dissatisfied

= fairly satisfied= fairly dissatisfied = very satisfied

23

Value-for-money of the ticket

14

18

-19

-17

-16

-10

-10

-9

50

37

41

37

12

-40 -30 -20 -10 0 10 20 30 40 50 60 70 80

55%

55%

49%

First UK Bus overall

Aberdeen

Glasgow

East Scotland

Scotland:

= very dissatisfied

= fairly dissatisfied = fairly satisfied = very satisfied

24

Factors within First UK Bus control

25

Ease of getting on the bus

39

40

-7

-4

-1

-3

-2

-1

83

47

48

49

35

-20 -10 0 10 20 30 40 50 60 70 80 90 100

89%

87%

82%

First UK Bus overall

Aberdeen

Glasgow

East Scotland

Scotland:

= very dissatisfied

= fairly dissatisfied = fairly satisfied = very satisfied

26

Comfort of the seats

20

22

-10

-11

-7

-4

-3

-4

69

47

47

50

17

-20 -10 0 10 20 30 40 50 60 70 80 90 100

72%

67%

64%

First UK Bus overall

Aberdeen

Glasgow

East Scotland

Scotland:

= very dissatisfied

= fairly dissatisfied = fairly satisfied = very satisfied

27

Amount of legroom whilst seated

25

26

-10

-13

-15

-4

-5

-5

71

53

47

48

22

-30 -20 -10 0 10 20 30 40 50 60 70 80 90

74%

72%

75%

First UK Bus overall

Aberdeen

Glasgow

East Scotland

Scotland:

= very dissatisfied

= fairly dissatisfied = fairly satisfied = very satisfied

28

Space for bags, wheelchairs, buggies, etc.

16

22

-10

-14

-12

-4

-4

-5

60

37

40

37

18

-30 -20 -10 0 10 20 30 40 50 60 70 80 90

59%

56%

55%

First UK Bus overall

Aberdeen

Glasgow

East Scotland

Scotland:

= very dissatisfied

= fairly dissatisfied = fairly satisfied = very satisfied

29

Temperature / ventilation on the bus

20

28

-9

-13

-10

-4

-6

-4

67

47

51

39

18

-30 -20 -10 0 10 20 30 40 50 60 70 80 90

67%

71%

65%

First UK Bus overall

Aberdeen

Glasgow

East Scotland

Scotland:

= very dissatisfied

= fairly dissatisfied = fairly satisfied = very satisfied

30

Factors within Stakeholder control

31

Length of time the journey takes

22

21

-12

-9

-11

-5

-3

-3

68

41

47

44

23

-20 -10 0 10 20 30 40 50 60 70 80 90 100

65%

69%

64%

First UK Bus overall

Aberdeen

Glasgow

East Scotland

Scotland:

= very dissatisfied

= fairly dissatisfied = fairly satisfied = very satisfied

32

Information at the bus stop

29

30

-14

-12

-19

-6

-4

-3

70

47

48

43

25

-30 -20 -10 0 10 20 30 40 50 60 70 80 90

73%

77%

72%

First UK Bus overall

Aberdeen

Glasgow

East Scotland

Scotland:

= very dissatisfied

= fairly dissatisfied = fairly satisfied = very satisfied

33

Safety of the bus stop environment

19

18

-14

-14

-12

-5

-4

-3

65

49

46

51

20

-30 -20 -10 0 10 20 30 40 50 60 70 80 90

69%

65%

69%

First UK Bus overall

Aberdeen

Glasgow

East Scotland

Scotland:

= very dissatisfied

= fairly dissatisfied = fairly satisfied = very satisfied

34

Thank You