toc report w20 national express east...

David GreenoPassenger FocusWhittles House14 Pentonville RoadLondon, N1 9HF

Tel: 0300 123 0837Email: [email protected]

David ChilversContinental Research132-140 Goswell RoadLondon EC1V 7DY

Tel: 020 7490 9111Email: [email protected]

Contacts

NATIONAL PASSENGER SURVEY - WAVE 20 – Spring 2009

TOC REPORT FOR NATIONAL EXPRESS EAST ANGLIA

Contents Page No

Overall Satisfaction and Station Factors for TOC 2Train Factors for TOC 3-4Overall Satisfaction and Station Factors for TOC type 5Train Factors for TOC type 6-7Trends in all 32 Satisfaction Factors for TOC 8-15Peak/offpeak results for TOC 16Peak/offpeak results for TOC type 17Methodology 18Issues affecting fieldwork 19-22Sample profile for TOC and TOC type 23-24Stations sampled - unweighted and weighted data 25Sample profile for all TOCs - weighted 26Sample profile for all TOCs - unweighted 27


TOC REPORT FOR NATIONAL EXPRESS EAST ANGLIA


NATIONAL EXPRESS EAST ANGLIA

12

5

5

27

3

4

8

4

16

6

5

17

9

6

12

7

15

17

14

22

20

21

23

11

20

25

32

25

8

51

45

48

50

53

39

43

50

26

51

44

41

37

25

23

25

14

16

12

23

29

10

12

14

14

43

3

6

5

4

4

6

10

8

11

8

OV ER A LL SA T ISFA C TION ( 2 159 )

STA T ION - T IC KET B U Y IN GFA C ILIT IES ( 1159 )

STA T ION - PR OV ISION OFIN FOR M A TION A B OU T TR A IN T IM ES/

PLA TFOR M S ( 19 9 4 )

STA T ION - THE U PKEEP/ R EPA IR OFTHE STA T ION B U ILD IN GS/

PLA TFOR M S ( 19 70 )

STA T ION - C LEA N LIN ESS ( 19 9 0 )

ST A T ION - THE FA C ILIT IES A N DSER V IC ES ( 1750 )

STA T ION - THE A T T ITU D ES A N DHELPFU LN ESS OF THE STA FF ( 158 7)

ST A T ION - C ON N EC TION S W ITHOT HER F OR M S OF PU B LIC

TR A N SPOR T ( 16 8 0 )

STA T ION - FA C ILIT IES F OR C A RPA R KIN G ( 716 )

THE OV ER A LL STA T IONEN V IR ON M EN T ( 2 0 59 )

STA T ION - Y OU R PER SON A LSEC U R ITY W HILST U SIN G ( 18 52 )

ST A T ION - THE A V A ILA B ILITY OFSTA FF ( 18 2 1)

STA T ION - HOW R EQU EST TOST A TION STA FF W A S HA N D LED

( 3 2 4 )

Very dissatisfied Fairly dissatisfied Neither Fairly satisfied Very satisfied

% satisfied/good

+ denotes significant increase - denotes significant decreaseat 95% confidence level

Overall Satisfaction and Station Factors Spring 2009 Spring 2008

76 75

68 67

72 71

63 63

69 67

51 50

66 62

79 78

36 38

63 63

58 58

55 51

80 78



4

5

6

9

8

15

17

10

10

18

9

9

14

20

21

19

22

25

34

28

45

41

45

45

19

48

45

42

32

37

25

34

33

26

9

14

11

17

15

9

8

7

3

5

27

13

10

6

4

24

TR A IN - THE FR EQU EN C Y OF THETR A IN S ON THA T R OU TE ( 2 0 76 )

TR A IN - PU N C T U A LITY / R ELIA B ILITY( I .E. THE TR A IN A R R IV IN G/

D EPA R TIN G ON T IM E) ( 2 0 3 8 )

TR A IN - T HE LEN GTH OF T IM E THEJOU R N EY W A S SC HED U LED TO TA KE

( SPEED ) ( 2 0 18 )

TR A IN - C ON N EC TION S W ITH OTHERTR A IN SER V IC ES ( 10 9 9 )

TR A IN - THE V A LU E FOR M ON EYFOR THE PR IC E OF Y OU R T IC KET

( 19 4 4 )

TR A IN - C LEA N LIN ESS OF THE TR A IN( 2 171)

TR A IN - U P KEEP A N D R EPA IR OFTHE TR A IN ( 2 119 )

TR A IN - THE PR OV ISION OFIN F OR M A T ION D U R IN G THE

JOU R N EY ( 19 13 )

TR A IN - THE HELPFU LN ESS A N DA TT ITU D E OF STA FF ON T R A IN ( 9 77)

TR A IN - THE SPA C E FOR LU GGA GE( 16 4 5)


% satisfied/good


Train Factors (l) Spring 2009 Spring 2008

71 - 75

74 74

78 80

71 70

28 30

61 59

56 54

59 57

47 46

46 48



4

4

30

16

14

13

20

17

23

16

24

18

28

22

30

28

39

20

39

44

52

48

49

45

17

23

5

20

12

23

17

11

9

6

5

29

14

6

3

2

23

12

14

5

5

TR A IN - THE TOILET FA C ILIT IES( 8 9 3 )

TR A IN - SU FF IC IEN T R OOM FOR A LLTHE PA SSEN GER S TO SIT / STA N D

( 2 0 79 )

TR A IN - THE C OM FOR T OF THESEA TIN G A R EA ( 2 117)

TR A IN - THE EA SE OF B EIN G A B LETO GET ON A N D OFF ( 2 12 7)

TR A IN - Y OU R PER SON A L SEC U R ITYW HILST ON B OA R D ( 19 6 9 )

TR A IN - THE C LEA N LIN ESS OF THEIN SID E ( 2 14 8 )

TR A IN - THE C LEA N LIN ESS OF THEOU TSID E ( 18 74 )

TR A IN - THE A V A ILA B ILITY OFSTA FF ( 14 6 0 )

TR A IN - HOW W ELL TR A IN C OM PA N YD EA LT W ITH D ELA Y S ( 3 9 3 )


% satisfied/good


Train Factors (lI) Spring 2009 Spring 2008

25 25

58 58

56 56

75 72

65 61

60 58

54 52

23 24

29 31


LONDON AND SOUTH EAST

13

4

4

24

3

3

7

5

18

6

7

17

10

6

13

7

12

16

13

23

21

21

23

15

19

25

31

25

7

49

47

49

47

50

37

42

47

29

51

46

41

32

31

22

27

13

17

11

25

27

12

11

15

15

49

3

4

3

5

3

5

11

8

12

10

OV ER A LL SA T ISFA C TION ( 16 6 6 5)

STA T ION - T IC KET B U Y IN GFA C ILIT IES ( 9 4 0 8 )

STA T ION - PR OV ISION OFIN FOR M A TION A B OU T TR A IN T IM ES/

PLA TFOR M S ( 153 9 0 )

STA T ION - THE U PKEEP/ R EPA IR OFTHE STA T ION B U ILD IN GS/

PLA TF OR M S ( 1512 4 )

STA T ION - C LEA N LIN ESS ( 153 9 5)

ST A T ION - THE FA C ILIT IES A N DSER V IC ES ( 13 3 9 2 )

ST A T ION - THE A TT ITU D ES A N DHELPFU LN ESS OF THE STA F F ( 12 3 3 9 )

ST A T ION - C ON N EC TION S W ITHOT HER F OR M S OF PU B LIC

T R A N SPOR T ( 12 176 )

STA T ION - FA C ILIT IES F OR C A RPA R KIN G ( 6 0 8 1)

THE OV ER A LL STA T IONEN V IR ON M EN T ( 158 0 4 )

STA T ION - Y OU R PER SON A LSEC U R IT Y W HILST U SIN G ( 14 2 0 7)

ST A T ION - THE A V A ILA B ILITY OFSTA F F ( 14 2 9 6 )

STA T ION - HOW R EQU EST TOST A TION STA FF W A S HA N D LED

( 2 76 9 )


% satisfied/good


Overall Satisfaction and Station Factors Spring 2009 Spring 2008

80 79

69 68

76 76

60 60

67 66

48 48

67 66

74 + 72

41 41

62 61

60 59

56 55

81 82



3

3

4

7

9

10

9

9

7

19

10

8

10

19

22

16

17

22

35

25

46

40

45

47

24

51

52

43

34

38

28

38

37

25

11

19

19

21

18

9

5

6

3

3

19

12

8

5

5

24

TR A IN - THE FR EQU EN C Y OF THETR A IN S ON T HA T R OU TE ( 159 78 )

TR A IN - PU N C T U A LITY / R ELIA B ILITY( I .E. THE TR A IN A R R IV IN G/

D EPA R TIN G ON T IM E) ( 158 0 0 )

TR A IN - T HE LEN GTH OF T IM E THEJOU R N EY W A S SC HED U LED TO TA KE

( SPEED ) ( 156 18 )

TR A IN - C ON N EC TION S W ITH OTHERTR A IN SER V IC ES ( 8 8 53 )

TR A IN - THE V A LU E FOR M ON EYFOR THE PR IC E OF Y OU R T IC KET

( 150 0 2 )

TR A IN - C LEA N LIN ESS OF THE TR A IN( 16 6 8 9 )

TR A IN - U P KEEP A N D R EPA IR OFTHE TR A IN ( 16 2 9 7)

TR A IN - THE PR OV ISION OFIN F OR M A T ION D U R IN G THE

JOU R N EY ( 14 8 2 8 )

TR A IN - THE HELPFU LN ESS A N DA T T ITU D E OF STA FF ON TR A IN

( 79 8 1)

TR A IN - THE SPA C E FOR LU GGA GE( 12 6 56 )


% satisfied/good


Train Factors (l) Spring 2009 Spring 2008

74 73

79 78

82 81

72 + 69

35 36

70 70

71 + 69

65 64

51 51

48 47



3

2

20

14

10

7

18

17

24

14

19

16

25

17

23

31

37

25

40

50

51

48

53

52

23

24

8

23

17

25

20

17

16

9

8

25

12

5

3

2

18

11

10

6

4

TR A IN - THE TOILET FA C ILIT IES( 6 52 6 )

TR A IN - SU FF IC IEN T R OOM FOR A LLTHE PA SSEN GER S TO SIT / STA N D

( 16 154 )

TR A IN - THE C OM FOR T OF THESEA T IN G A R EA ( 16 14 5)

TR A IN - THE EA SE OF B EIN G A B LETO GET ON A N D OFF ( 16 3 8 1)

TR A IN - Y OU R PER SON A L SEC U R ITYW HILST ON B OA R D ( 152 15)

TR A IN - THE C LEA N LIN ESS OF THEIN SID E ( 16 59 1)

TR A IN - THE C LEA N LIN ESS OF THEOU TSID E ( 14 6 0 7)

TR A IN - THE A V A ILA B ILITY OFSTA F F ( 113 6 9 )

TR A IN - HOW W ELL TR A IN C OM PA N YD EA LT W ITH D ELA Y S ( 2 9 6 0 )


% satisfied/good


Train Factors (lI) Spring 2009 Spring 2008

33 32

63 + 60

67 + 64

76 75

69 + 67

70 + 69

68 + 66

32 30

32 32



N.B. BENCHMARKS AND TARGETS ARE ONLY SHOWN FOR APPLICABLE FACTORS

77

7174

71

7572

75 7577

76

50

60

70

80

90

100

Autumn

2004

Spring

2005

Autumn

2005

Spring

2006

Autumn

2006

Spring

2007

Autumn

2007

Spring

2008

Autumn

2008

Spring

2009

% SATISFIED

NATIONAL EXPRESS EAST ANGLIA LONDON AND SOUTH EASTBenchmark

OVERALL SATISFACTION (2159)

68

6260 60 60

62

66 6765

68

50

60

70

80

90

100

Autumn

2004

Spring

2005

Autumn

2005

Spring

2006

Autumn

2006

Spring

2007

Autumn

2007

Spring

2008

Autumn

2008

Spring

2009

% SATISFIED


STATION – TICKET BUYING FACILITIES (1159)

6870 70 71

68

71 71 71

75

72

50

60

70

80

90

100

Autumn

2004

Spring

2005

Autumn

2005

Spring

2006

Autumn

2006

Spring

2007

Autumn

2007

Spring

2008

Autumn

2008

Spring

2009

% SATISFIED


STATION – PROVISION OF INFORMATION ABOUT TRAIN TIMES/ PLATFORMS (1994)

63 6365

62 63

60

63 6364 63

30

40

50

60

70

80

90

100

Autumn

2004

Spring

2005

Autumn

2005

Spring

2006

Autumn

2006

Spring

2007

Autumn

2007

Spring

2008

Autumn

2008

Spring

2009

% SATISFIED


STATION – THE UPKEEP/ REPAIR OF THE STATION BUILDING/ PLATFORMS (1970)




66 68 69 6870

6669

6770 69

20

30

40

50

60

70

80

90

100

Autumn

2004

Spring

2005

Autumn

2005

Spring

2006

Autumn

2006

Spring

2007

Autumn

2007

Spring

2008

Autumn

2008

Spring

2009

% SATISFIED


STATION - CLEANLINESS (1990)

47 49

5451 51 50

5350 51 51

10

20

30

40

50

60

70

80

90

100

Autumn

2004

Spring

2005

Autumn

2005

Spring

2006

Autumn

2006

Spring

2007

Autumn

2007

Spring

2008

Autumn

2008

Spring

2009

% SATISFIED


STATION – THE FACILITIES AND SERVICES (1750)

6163

61 6062

64

67

62

66 66

50

60

70

80

90

100

Autumn

2004

Spring

2005

Autumn

2005

Spring

2006

Autumn

2006

Spring

2007

Autumn

2007

Spring

2008

Autumn

2008

Spring

2009

% SATISFIED


STATION – THE ATTITUDES AND HELPFULNESS OF THE STAFF (1587)

77

7376

78 78 78 77 78 7679

30

40

50

60

70

80

90

100

Autumn

2004

Spring

2005

Autumn

2005

Spring

2006

Autumn

2006

Spring

2007

Autumn

2007

Spring

2008

Autumn

2008

Spring

2009

% SATISFIED


STATION – CONNECTIONS WITH OTHER FORMS OF PUBLIC TRANSPORT (1680)




4339

3537

42 41 4038

41

36

20

30

40

50

60

70

80

90

100

Autumn

2004

Spring

2005

Autumn

2005

Spring

2006

Autumn

2006

Spring

2007

Autumn

2007

Spring

2008

Autumn

2008

Spring

2009

% SATISFIED


STATION – FACILITIES FOR CAR PARKING (716)

6260

6361

6259

6663

6463

40

50

60

70

80

90

100

Autumn

2004

Spring

2005

Autumn

2005

Spring

2006

Autumn

2006

Spring

2007

Autumn

2007

Spring

2008

Autumn

2008

Spring

2009

% SATISFIED


STATION – OVERALL ENVIRONMENT (2059)

53 53

5755

57

51

6058 59 58

40

50

60

70

80

90

100

Autumn

2004

Spring

2005

Autumn

2005

Spring

2006

Autumn

2006

Spring

2007

Autumn

2007

Spring

2008

Autumn

2008

Spring

2009

% SATISFIED


STATION – YOUR PERSONAL SECURITYWHILST USING (1852)

5052 52

4846

5154

51

55 55

20

30

40

50

60

70

80

90

100

Autumn

2004

Spring

2005

Autumn

2005

Spring

2006

Autumn

2006

Spring

2007

Autumn

2007

Spring

2008

Autumn

2008

Spring

2009

% SATISFIED


STATION – THE AVAILABILITY OF STAFF (1821)




76 77

73

76 76

83 8178

81 80

30

40

50

60

70

80

90

100

Autumn

2004

Spring

2005

Autumn

2005

Spring

2006

Autumn

2006

Spring

2007

Autumn

2007

Spring

2008

Autumn

2008

Spring

2009

% SATISFIED


STATION – HOW REQUEST TO STATION STAFFWAS HANDLED (324)

78

73

76

69

7576

7875

7371

40

50

60

70

80

90

100

Autumn

2004

Spring

2005

Autumn

2005

Spring

2006

Autumn

2006

Spring

2007

Autumn

2007

Spring

2008

Autumn

2008

Spring

2009

% SATISFIED


TRAIN – THE FREQUENCY OF THE TRAINS ON THAT ROUTE (2076)

76 7574

70 71 71

75 7477

74

40

50

60

70

80

90

100

Autumn

2004

Spring

2005

Autumn

2005

Spring

2006

Autumn

2006

Spring

2007

Autumn

2007

Spring

2008

Autumn

2008

Spring

2009

% SATISFIED


TRAIN – PUNCTUALITY/ RELIABILITY (I.E. THE TRAIN ARRIVING/ DEPARTING ON TIME) (2038)

83

78 79

74

7876

80 80 8078

40

50

60

70

80

90

100

Autumn

2004

Spring

2005

Autumn

2005

Spring

2006

Autumn

2006

Spring

2007

Autumn

2007

Spring

2008

Autumn

2008

Spring

2009

% SATISFIED


TRAIN – THE LENGTH OF TIME THE JOURNEY WAS SCHEDULED TO TAKE (SPEED) (2018)




7471

65 6567

65

7270 71 71

20

30

40

50

60

70

80

90

100

Autumn

2004

Spring

2005

Autumn

2005

Spring

2006

Autumn

2006

Spring

2007

Autumn

2007

Spring

2008

Autumn

2008

Spring

2009

% SATISFIED


TRAIN – CONNECTIONS WITH OTHER TRAIN SERVICES (1099)

3633

3128

3129

36

3033

28

10

20

30

40

50

60

70

80

90

100

Autumn

2004

Spring

2005

Autumn

2005

Spring

2006

Autumn

2006

Spring

2007

Autumn

2007

Spring

2008

Autumn

2008

Spring

2009

% SATISFIED


TRAIN – THE VALUE FOR MONEY FOR THE PRICE OF YOUR TICKET (1944)

51 5052

57

6260 59 59

6461

20

30

40

50

60

70

80

90

100

Autumn

2004

Spring

2005

Autumn

2005

Spring

2006

Autumn

2006

Spring

2007

Autumn

2007

Spring

2008

Autumn

2008

Spring

2009

% SATISFIED


TRAIN – CLEANLINESS OF THE TRAIN (2171)

4947

50 51

5755 56

54

61

56

20

30

40

50

60

70

80

90

100

Autumn

2004

Spring

2005

Autumn

2005

Spring

2006

Autumn

2006

Spring

2007

Autumn

2007

Spring

2008

Autumn

2008

Spring

2009

% SATISFIED


TRAIN – UP KEEP AND REPAIR OF THE TRAIN (2119)




4748

5053

49 49

5457

60 59

20

30

40

50

60

70

80

90

100

Autumn

2004

Spring

2005

Autumn

2005

Spring

2006

Autumn

2006

Spring

2007

Autumn

2007

Spring

2008

Autumn

2008

Spring

2009

% SATISFIED


TRAIN – THE PROVISION OF INFORMATION DURING THE JOURNEY (1913)

4138

46 48 48 48

4346 47 47

20

30

40

50

60

70

80

90

100

Autumn

2004

Spring

2005

Autumn

2005

Spring

2006

Autumn

2006

Spring

2007

Autumn

2007

Spring

2008

Autumn

2008

Spring

2009

% SATISFIED


TRAIN – THE HELPFULNESS AND ATTITUDE OF STAFF ON TRAIN (977)

4038

4346 45 44

46 48 47 46

10

20

30

40

50

60

70

80

90

100

Autumn

2004

Spring

2005

Autumn

2005

Spring

2006

Autumn

2006

Spring

2007

Autumn

2007

Spring

2008

Autumn

2008

Spring

2009

% SATISFIED


TRAIN – THE SPACE FOR LUGGAGE (1645)

23

1822

2723 23 24 25 24 25

10

20

30

40

50

60

70

80

90

100

Autumn

2004

Spring

2005

Autumn

2005

Spring

2006

Autumn

2006

Spring

2007

Autumn

2007

Spring

2008

Autumn

2008

Spring

2009

% SATISFIED


TRAIN – THE TOILET FACILITIES (893)




54

50

5355

5350

58 58 59 58

30

40

50

60

70

80

90

100

Autumn

2004

Spring

2005

Autumn

2005

Spring

2006

Autumn

2006

Spring

2007

Autumn

2007

Spring

2008

Autumn

2008

Spring

2009

% SATISFIED


TRAIN – SUFFICIENT ROOM FOR ALL THE PASSENGERSTO SIT/ STAND (2079)

5047

5153

57

5356 56

5956

30

40

50

60

70

80

90

100

Autumn

2004

Spring

2005

Autumn

2005

Spring

2006

Autumn

2006

Spring

2007

Autumn

2007

Spring

2008

Autumn

2008

Spring

2009

% SATISFIED


TRAIN – THE COMFORT OF THE SEATING AREA (2117)

71

6770 69 70

67

72 7274 75

20

30

40

50

60

70

80

90

100

Autumn

2004

Spring

2005

Autumn

2005

Spring

2006

Autumn

2006

Spring

2007

Autumn

2007

Spring

2008

Autumn

2008

Spring

2009

% SATISFIED


TRAIN – THE EASE OF BEING ABLE TO GET ON AND OFF (2127)

5754

5760 59 58

62 6165 65

10

20

30

40

50

60

70

80

90

100

Autumn

2004

Spring

2005

Autumn

2005

Spring

2006

Autumn

2006

Spring

2007

Autumn

2007

Spring

2008

Autumn

2008

Spring

2009

% SATISFIED


TRAIN – YOUR PERSONAL SECURITY WHILST ON BOARD (1969)




50 51 5154

61 59 59 58

6460

20

30

40

50

60

70

80

90

100

Autumn

2004

Spring

2005

Autumn

2005

Spring

2006

Autumn

2006

Spring

2007

Autumn

2007

Spring

2008

Autumn

2008

Spring

2009

% SATISFIED


TRAIN – THE CLEANLINESS OF THE INSIDE (2148)

4846

5048

5452

5652

59

54

20

30

40

50

60

70

80

90

100

Autumn

2004

Spring

2005

Autumn

2005

Spring

2006

Autumn

2006

Spring

2007

Autumn

2007

Spring

2008

Autumn

2008

Spring

2009

% SATISFIED


TRAIN – THE CLEANLINESS OF THE OUTSIDE (1874)

22

17 1821

1921

23 24 24 23

10

20

30

40

50

60

70

80

90

100

Autumn

2004

Spring

2005

Autumn

2005

Spring

2006

Autumn

2006

Spring

2007

Autumn

2007

Spring

2008

Autumn

2008

Spring

2009

% SATISFIED


TRAIN – THE AVAILABILITY OF STAFF (1460)

27 25 25 2528

26

31 3134

29

10

20

30

40

50

60

70

80

90

100

Autumn

2004

Spring

2005

Autumn

2005

Spring

2006

Autumn

2006

Spring

2007

Autumn

2007

Spring

2008

Autumn

2008

Spring

2009

% SATISFIED


TRAIN – HOW WELL TRAIN COMPANY DEALT WITH DELAYS (393)


National Express East Anglia

PEAK OFFPEAK% satisf ied/good % satisfied/good

Spring 2009 Spring 2008 Spring 2009 Spring 2008

OVERALL SATISFACTION 63 62 80 79STATION - TICKET BUYING FACILITIES 63 60 69 70STATION - PROVISION OF INFORMATION ABOUT TRAIN TIMES/ PLATFORMS 69 65 74 73STATION - THE UPKEEP/ REPAIR OF THE STATION BUILDINGS/ PLATFORMS 60 57 64 65STATION - CLEANLINESS 66 62 69 68STATION - FACILITIES AND SERVICES 50 43 51 53STATION - THE ATTITUDES AND HELPFULNESS OF THE STAFF 60 + 52 68 66STATION - CONNECTIONS WITH OTHER FORMS OF PUBLIC TRANSPORT 70 74 82 79STATION - FACILITIES FOR CAR PARKING 26 - 40 40 37STATION - THE OVERALL ENVIRONMENT 60 58 63 65STATION - YOUR PERSONAL SECURITY WHILST USING 55 52 59 60STATION - THE AVAILABILITY OF STAFF AT THE STATION 54 + 42 55 55STATION - HOW REQUEST TO STATION STAFF WAS HANDLED 75 65 81 80TRAIN - THE FREQUENCY OF THE TRAINS ON THAT ROUTE 64 69 73 - 77TRAIN - PUNCTUALITY/ RELIABILITY (I.E. THE TRAIN ARRIVING/ DEPARTING ON TIME) 64 62 77 78TRAIN - THE LENGTH OF TIME THE JOURNEY WAS SCHEDULED TO TAKE (SPEED) 67 70 81 83TRAIN - CONNECTIONS WITH OTHER TRAIN SERVICES 63 65 73 72TRAIN - THE VALUE FOR MONEY FOR THE PRICE OF YOUR TICKET 16 17 32 34TRAIN - CLEANLINESS OF THE TRAIN 53 58 64 + 60TRAIN - UP KEEP AND REPAIR OF THE TRAIN 44 49 59 + 55TRAIN - THE PROVISION OF INFORMATION DURING THE JOURNEY 52 49 61 59TRAIN - THE HELPFULNESS AND ATTITUDE OF STAFF ON TRAIN 39 38 50 48TRAIN - THE SPACE FOR LUGGAGE 36 39 49 52TRAIN - THE TOILET FACILITIES 14 15 29 29TRAIN - SUFFICIENT ROOM FOR ALL THE PASSENGERS TO SIT/STAND 33 27 66 68TRAIN - THE COMFORT OF THE SEATING AREA 37 39 61 61TRAIN - THE EASE OF BEING ABLE TO GET ON AND OFF 63 62 78 + 75TRAIN - YOUR PERSONAL SECURITY WHILST ON BOARD 58 55 67 64TRAIN - THE CLEANLINESS OF THE INSIDE 51 58 63 + 59TRAIN - THE CLEANLINESS OF THE OUTSIDE 47 51 56 53TRAIN - THE AVAILABILITY OF STAFF 16 17 25 26TRAIN - HOW WELL TRAIN COMPANY DEALT WITH DELAYS 20 19 33 37


London and South East

PEAK OFFPEAK% satisf ied/good % satisfied/good


OVERALL SATISFACTION 71 71 82 81STATION - TICKET BUYING FACILITIES 63 63 71 70STATION - PROVISION OF INFORMATION ABOUT TRAIN TIMES/ PLATFORMS 74 74 76 77STATION - THE UPKEEP/ REPAIR OF THE STATION BUILDINGS/ PLATFORMS 57 57 61 60STATION - CLEANLINESS 64 64 67 66STATION - FACILITIES AND SERVICES 45 45 49 49STATION - THE ATTITUDES AND HELPFULNESS OF THE STAFF 64 61 68 68STATION - CONNECTIONS WITH OTHER FORMS OF PUBLIC TRANSPORT 74 + 69 74 73STATION - FACILITIES FOR CAR PARKING 33 37 43 43STATION - THE OVERALL ENVIRONMENT 59 59 62 62STATION - YOUR PERSONAL SECURITY WHILST USING 58 57 61 60STATION - THE AVAILABILITY OF STAFF AT THE STATION 54 + 51 57 56STATION - HOW REQUEST TO STATION STAFF WAS HANDLED 76 77 82 83TRAIN - THE FREQUENCY OF THE TRAINS ON THAT ROUTE 70 71 75 74TRAIN - PUNCTUALITY/ RELIABILITY (I.E. THE TRAIN ARRIVING/ DEPARTING ON TIME) 73 74 80 79TRAIN - THE LENGTH OF TIME THE JOURNEY WAS SCHEDULED TO TAKE (SPEED) 74 75 84 83TRAIN - CONNECTIONS WITH OTHER TRAIN SERVICES 68 67 73 + 70TRAIN - THE VALUE FOR MONEY FOR THE PRICE OF YOUR TICKET 22 22 39 40TRAIN - CLEANLINESS OF THE TRAIN 68 70 71 70TRAIN - UP KEEP AND REPAIR OF THE TRAIN 67 67 73 + 70TRAIN - THE PROVISION OF INFORMATION DURING THE JOURNEY 59 60 66 65TRAIN - THE HELPFULNESS AND ATTITUDE OF STAFF ON TRAIN 41 44 54 52TRAIN - THE SPACE FOR LUGGAGE 38 39 51 49TRAIN - THE TOILET FACILITIES 23 23 36 35TRAIN - SUFFICIENT ROOM FOR ALL THE PASSENGERS TO SIT/STAND 36 33 71 + 68TRAIN - THE COMFORT OF THE SEATING AREA 52 50 72 + 68TRAIN - THE EASE OF BEING ABLE TO GET ON AND OFF 65 66 79 + 78TRAIN - YOUR PERSONAL SECURITY WHILST ON BOARD 64 62 70 69TRAIN - THE CLEANLINESS OF THE INSIDE 66 68 72 + 69TRAIN - THE CLEANLINESS OF THE OUTSIDE 63 64 70 + 66TRAIN - THE AVAILABILITY OF STAFF 22 23 35 + 32TRAIN - HOW WELL TRAIN COMPANY DEALT WITH DELAYS 24 25 36 34

METHODOLOGYQuestionnaires are handed out at stations to customers about to board a train.

A reply paid envelope is provided for returning questionnaires.

Each Train Operating Company (TOC) is sampled separately. Interviewers are given a number of questionnaires to hand out at a station.At Gatwick and Heathrow Airports and for some shifts at certain London termini, questionnaires are handed out to passengers of aspecific TOC.From Autumn 2003 onwards, at all other stations, questionnaires are handed out to passengers of any TOC (in the past, these werealso targeted).The number of questionnaires handed out will depend on:

•the size of station•time of day•length of shift

TOC data is compiled to provide a national sample.Fieldwork is carried out each Spring (February/March) and Autumn (September/October). Up to Wave 8, fieldwork took place over 3weeks. In Wave 9, the fieldwork was extended to an 11 week period, from 26 August to 9 November, to provide a better representation of journeys.

Quotas for returned questionnaires are set overall and by weekday/weekend, journey purpose and station size. All data for a TOC in this Report is weighted up to the number of passenger journeys annually on the TOC and the profile of those journeys by:

•weekday/weekend•journey purpose (Commuter, Business, Leisure)•station size

The data for number of journeys and profiles by these variables was generated from ORR data (2007).The stations for each TOC were stratified by number of passengers and a number of stations in each size stratum is sampled. This sample design and weighting ensures that data is representative of all passenger journeys made on each TOC. National results are constructed by combining data for all TOCs together, weighting by number of journeys.

For more details of NPS methodology, visit www.passengerfocus.org.uk

ISSUES AFFECTING WAVE 20

Wave 20 fieldwork was undertaken between 31 January 2009 and 27 March 2009. Top up shifts were run between 28 March and 9 April 2009. The main fieldwork period was similar to previous years, but the top-up period was slightly extended because of problems encountered earlier in the fieldwork period.

Extreme weather - in particular, heavy snow during the 1st week of February - caused a lot of disruption to the fieldwork schedule. Over 50% of all shifts originally scheduled for 2-6 February had to be postponed until later in the fieldwork period.

As always, planned engineering works meant that some shifts were rescheduled. As usual, shifts were only rescheduled if the engineering work caused a station or line closure. Whenever possible the shifts went ahead as planned if there were still trainservices running.

Over-running engineering work meant that further shifts had to be rescheduled during the course of the fieldwork, but this was not a great problem.

A few shifts were rescheduled to avoid clashing with Six Nations rugby matches, but sporting events did not cause much disruption to the original schedule.


Wave 19 fieldwork was undertaken between 1 September 2008 and 2 November 2008. Top up shifts were run between 3 November and 15 November 2008. The total fieldwork period was very similar to the corresponding waves in other years (other than 2007).

As usual, line closures due to planned engineering work required us to reschedule many shifts at stations where no trains were running. Some shifts were aborted if a station only had a replacement bus service.

In 3 areas, shifts were rescheduled because of strike action, or planned strike action.

Fatalities on the line once again led to some shifts having to be rescheduled.

Extreme weather caused some disruption to the schedule, either because trains couldn't run on flooded tracks, or because fieldworkers couldn't reach rural stations because of snowfall.


Wave 18 fieldwork was undertaken between 19 January and 7 March 2008. Top up shifts were run between 8 March and 17 March 2008. The fieldwork period was shorter, and started earlier than the corresponding wave in 2007 because Easter was unusually early.

Fieldwork ran smoothly, with just a small number of problems affecting specific TOCs.

Planned engineering work required us to reschedule a lot of shifts. As usual, we only re-scheduled shifts if there were no trains running from the station. Some shifts were aborted if a station only had a replacement bus service.

Over-running engineering works led to some weekend disruption.

6 Nations Rugby matches caused a couple of alterations to the initial schedule.

Two shifts had to be aborted because the police had closed the station.

"Passenger action" disrupted train services to such an extent that 3 shifts (Paddington and Heathrow) had to be aborted and rescheduled.


Wave 17 fieldwork was undertaken between 1 September and 9 November 2007. Top up shifts were run between 10 November and 1 December 2007. The fieldwork period was extended compared to the corresponding wave in 2006 because of the need to achieve targets for individual TOCs.

Fieldwork ran smoothly, with just a small number of problems affecting specific TOCs,

Planned engineering work required us to reschedule a handful of shifts. As usual, we only re-scheduled shifts if there were no trains running from the station. Some shifts were aborted if a station only had a replacement bus service. One shift was aborted because police had closed the station after an incident.

One shift at Cardiff was re-scheduled because an international rugby match was likely to lead to overcrowding at the station.


% % % %SEX DELAYSMale 49 50 None 77 76Female 48 47 Minor 17 19Not stated 3 3 Major 3 3

Not stated 2 2AGE16-25 10 11 REGULAR TRAVELLER26-34 19 18 Yes 75 7535-44 21 25 No 25 2545-54 24 2255-59 9 9 TIME OF TRAVEL60-64 8 7 Peak 23 2465+ 8 7 Off peak 77 76Not stated 2 1

ASKED FOR HELP/INFORMATIONJOURNEY PURPOSE (WEIGHTED) Yes: Help 6 7Commuter 60 57 Yes: Information 8 9Business 17 18 Couldn't find anyone to ask 3 3Leisure 23 25 No 80 82

Not stated 4 1



WEIGHTED SAMPLE PROFILE


% % % %SEX DELAYSMale 44 46 None 79 79Female 53 51 Minor 16 17Not stated 3 3 Major 3 3

Not stated 2 2AGE16-25 11 12 REGULAR TRAVELLER26-34 19 19 Yes 69 7035-44 22 22 No 31 3045-54 21 2155-59 9 9 TIME OF TRAVEL60-64 8 8 Peak 23 2265+ 8 7 Off peak 77 78Not stated 2 2

ASKED FOR HELP/INFORMATIONJOURNEY PURPOSE (WEIGHTED) Yes: Help 8 8Commuter 50 50 Yes: Information 9 9Business 17 17 Couldn't find anyone to ask 3 3Leisure 33 34 No 77 80

Not stated 4 1


LONDON AND SOUTH EAST TOCs

WEIGHTED SAMPLE PROFILE

STATION UNWEIGHTED STATION UNWEIGHTED STATION UNWEIGHTED

LONDON LIVERPOOL STREET 777 HAROLD WOOD 13 BRAINTREE 2

STRATFORD (LONDON) 207 WICKFORD 13 PETERBOROUGH 1

NORWICH 115 WYMONDHAM 13 INGATESTONE 1

CAMBRIDGE 108 EDMONTON GREEN 12

CHELMSFORD 86 BROXBOURNE 12

ROMFORD 75 BUSH HILL PARK 12

COLCHESTER 60 ATTLEBOROUGH 11

STANSTED AIRPORT 60 GIDEA PARK 11

IPSWICH 60 BILLERICAY 10

ILFORD 47 WHITE HART LANE 10

SHENFIELD 43 LOWESTOFT 9

CHINGFORD 41 GREAT YARMOUTH 8

TOTTENHAM HALE 37 SUDBURY (SUFFOLK) 8

SOUTHEND VICTORIA 35 SEVEN SISTERS 8

MARKS TEY 30 FAMBRIDGE 7

AUDLEY END 26 HOVETON AND WROXHAM 7

WALTHAM CROSS 24 LONDON FIELDS 6

WARE 20 ELY 6

HERTFORD EAST 19 CAMBRIDGE HEATH 6

HIGHAMS PARK 19 HACKNEY DOWNS 4

BISHOPS STORTFORD 19 CHADWELL HEATH 4

ENFIELD TOWN 18 MARCH 4

HARLOW TOWN 17 TURKEY STREET 4

STOWMARKET 17 ALTHORNE 4

SEVEN KINGS 15 ACLE 3

WALTHAMSTOW CENTRAL 14 NORTHUMBERLAND PARK 3


STATION SAMPLE SIZES FOR NATIONAL EXPRESS EAST ANGL IA


SAMPLE COMPOSITION AND WEIGHTING

WEIGHTED DATA

ANNUAL

TOC (thousands) COMMUTE BUSINESS LEISURE WEEKDAY WEEKENDVERY

LARGE LARGE MEDIUM SMALLSample size 25905 44 14 42 86 14 29 24 25 23Number of journeys per annum (000's) 1230671 43 16 40 85 15 27 22 25 26CHILTERN RAILWAYS 18988 35 21 44 80 20 41 6 25 28SOUTHERN 139900 49 16 35 89 11 20 29 26 26SOUTHEASTERN 154100 59 14 27 90 10 23 26 25 25NATIONAL EXPRESS EAST COAST 17985 13 27 60 76 24 31 18 26 25FIRST GREAT WESTERN 76236 30 20 50 77 23 28 21 25 26C2C 29900 66 4 30 93 7 28 20 26 27MERSEYRAIL 36224 37 8 55 80 20 22 24 28 26FIRST SCOTRAIL 81344 28 10 62 78 22 19 31 25 25SOUTH WEST TRAINS 186943 45 19 36 85 15 37 14 25 23VIRGIN TRAINS 27804 10 24 66 75 25 29 18 26 27ARRIVA TRAINS WALES 21494 28 8 64 81 19 27 21 26 26FIRST TRANSPENNINE EXPRESS 18468 31 14 55 80 20 19 28 27 26NATIONAL EXPRESS EAST ANGLIA 108048 60 17 23 89 11 33 16 24 27NORTHERN RAIL 81277 38 9 53 83 17 21 28 25 25FIRST CAPITAL CONNECT 100013 45 26 29 89 11 24 23 25 29EAST MIDLANDS TRAINS 24683 23 28 49 82 18 28 18 27 27LONDON MIDLAND 48900 45 14 41 85 15 36 13 24 27LONDON OVERGROUND 29564 62 4 34 85 15 15 33 25 27CROSSCOUNTRY 28800 2 25 73 78 22 23 27 24 26

STATION SIZEJOURNEYS JOURNEY PURPOSE DAY OF WEEK

TOC SIZE COMMUTE BUSINESS LEISURE WEEKDAY WEEKENDVERY

LARGE LARGE MEDIUM SMALLSample size 25905 44 14 42 86 14 29 24 25 23Number of journeys per annum (000's) 25905 44 14 42 86 14 29 24 25 23CHILTERN RAILWAYS 1064 40 12 47 84 16 33 10 28 28SOUTHERN 2310 45 15 40 86 14 24 29 19 29SOUTHEASTERN 1536 54 8 38 83 17 31 26 25 18NATIONAL EXPRESS EAST COAST 1081 15 28 57 85 15 34 17 34 15FIRST GREAT WESTERN 2949 36 17 47 82 18 31 19 23 27C2C 1054 66 6 28 89 11 33 26 21 20MERSEYRAIL 513 56 4 40 91 9 24 39 22 15FIRST SCOTRAIL 1034 46 11 43 88 12 12 53 25 10SOUTH WEST TRAINS 2026 45 11 43 84 16 31 18 27 24VIRGIN TRAINS 1131 18 32 49 84 16 43 14 19 24ARRIVA TRAINS WALES 809 44 10 46 86 14 32 29 19 21FIRST TRANSPENNINE EXPRESS 1084 34 15 51 86 14 26 31 25 17NATIONAL EXPRESS EAST ANGLIA 2201 48 12 40 87 13 36 13 30 21NORTHERN RAIL 1155 48 9 43 85 15 18 35 26 21FIRST CAPITAL CONNECT 1661 56 11 33 90 10 22 21 26 31EAST MIDLANDS TRAINS 1013 40 18 42 90 10 29 25 26 20LONDON MIDLAND 1190 54 12 35 92 8 33 16 25 26LONDON OVERGROUND 1009 63 6 30 90 10 27 21 30 23CROSSCOUNTRY 1085 26 20 54 82 18 27 34 17 23

STATION SIZE

SAMPLE JOURNEY PURPOSE DAY OF WEEK


SAMPLE COMPOSITION AND WEIGHTING

UNWEIGHTED DATA

toc report w20 national express east...

Documents