Boat Owners Survey 2011 May 2012

File location/File Name (including version)/Author Initials/Support Initials/Date 2 Contents Objectives and methodology Headlines Boater profile Key Findings: Key performance measures General upkeep and performance Customer service (including license renewal) Congestion Mooring (home and residential) Canal & River Trust

File location/File Name (including version)/Author Initials/Support Initials/Date 3 Objectives The overall business objective is to delight boat owners throughout their boat ownership experience (not just during trips), ultimately resulting in increased participation. More specifically: Monitor the demographic profile of boat owners Assess levels of satisfaction in relation to key performance measures Obtain information on characteristics of boats and boat trips Obtain information on boating related behaviour Identify preferences for residential moorings Identify key areas of improvement for the future

File location/File Name (including version)/Author Initials/Support Initials/Date 4 Headlines Satisfaction with and advocacy of boating experience remains high overall, although a notable minority (16%) not satisfied Overall upkeep of waterways themselves is the key driver of satisfaction and this has shown decline in 2011 (61% Just OK or worse now vs. 49% in 2009) Notable dip in ratings for ‘depth of water’ in 2011, with clearance of litter and weed from the canal also of concern Value for money ratings have seen a notable decline, likely to be a reflection of the wider economic situation of rising costs (especially fuel and maintenance) and static incomes ….but it hasn’t prevented boaters squeezing as much as possible from their asset – higher number of trips in 2012, albeit day trips Major improvement in speed of processing licence applications – 88% now processed within the target 15 days – and for the admin process Congestion an issue for around a quarter of boaters, although this is not strongly correlated with overall satisfaction Site security is the priority for home moorings (reflected in the preference for marina locations), with the setting also important – delivery is currently good on these dimensions. Cost of the mooring is also key, although this is rated much less positively 14% of all boaters interested in a residential mooring: 12% of those currently with a leisure mooring and 31% of continuous cruisers Clear preference is for lay-bys / basin locations, with view on canal main line locations polarised. Setting is key Strong preference for rural locations Potential support for CRT among boaters is fairly strong, with a quarter definitely / probably claiming they would join a membership scheme (although perhaps instead of a licence?!)

File location/File Name (including version)/Author Initials/Support Initials/Date 5 Region of boaters (2011) (%) Base: All Source: 2011 (sample) Continuous Cruiser South East Central Shires Wales and Borders North West East Midlands South Wales and Severn London Kennet and Avon West Midlands North East Manchester and Pennine Update with database info for continuous cruisers

File location/File Name (including version)/Author Initials/Support Initials/Date Congestion

File location/File Name (including version)/Author Initials/Support Initials/Date 7 No significant change in congestion perceptions since 2008 Base: All Source: 2009 (Q46), 2011 (Q34) Not at all No, not particularly Yes, somewhat Yes, considerably ANY affected by congestion: 30%27%34%25%39% 2009 (%) 2011 (%) 2007 (%) 2008 (%) 2006 (%)

File location/File Name (including version)/Author Initials/Support Initials/Date 8 Congestion particularly an issue in Central Shires, Wales and Borders and South East (therefore not strongly correlated with satisfaction) Base: All Source: 2011 (Q34) Yes, somewhat Yes, considerably

File location/File Name (including version)/Author Initials/Support Initials/Date 9 Locks and moorings are the main locations affected by congestion Locks Visitor moorings Cruising past moored boats Water points Festivals and events Bridges Canal junction Tunnels Re-fuelling Other places Base: All affected by congestion 2009 (688), 2012 (966) Source: 2009 (Q48), 2011 (Q35) 2009 (%) 2011 (%) N/A

File location/File Name (including version)/Author Initials/Support Initials/Date 10 Location of Congestion: by region (2011) % At water points Locks Visitor moorings Bridges Canal junctions Refuelling Tunnels Festivals and events Cruising past moored boats Other All (3588) North West (243) North East (195) Manchester & Pennine (153) Wales and Borders (282) West Midlands (188) Central Shires (429) East Midlands (208) South Wales & Severn (201) South East (829) Kennet & Avon (191) London (208) MAC (22*) Continuous Cruiser (436) Base: All Source: 2011 (Q35)

File location/File Name (including version)/Author Initials/Support Initials/Date 11 What does congestion mean to boaters? (Prompted) Difficulty finding a space at visitor moorings Queuing for locks ANY DELAY …of more than 1 hours …of more than 30 mins Any delay (however short) Difficulty in manoeuvring between other boats Other Base: All Source: 2011 (Q36) 2011 (%)

File location/File Name (including version)/Author Initials/Support Initials/Date 12 Feelings towards congestion (2011) It’s frustrating / not a relaxing experience It’s not a problem It disrupts my plans The lack of peace and quiet bothers me I worry about the risk of damage to my boat Other Base: All Source: 2011 (Q37) 2011 (%)

File location/File Name (including version)/Author Initials/Support Initials/Date 13 A quarter of boaters feel that there are too many boats on the waterways Base: All Source: 2009 (Q49), 2011 (Q38) 2009 (%) 2011 (%) 2008 (%) Too few About right Too many Don’t know

File location/File Name (including version)/Author Initials/Support Initials/Date 14 Too many boats on the waterways for a quarter of boaters: primarily an issue in Wales and Borders, South East and K&A Base: All Source: 2011 (Q38) Too many About right Too few All (3588) Continuous Cruiser (436) North West (243) North East (195) Manchester & Pennine (153) Wales and Borders (282) West Midlands (188) Central Shires (429) East Midlands (208) South Wales & Severn (201) South East (829) Kennet & Avon (191) London (208) 31645