1. BEST 2014 BEST 2011 BEST 2014 BEST Survey results 2014

2. BEST 2014 Suggested agenda – BEST Survey 2014 presentation BEST Survey 2014Page 2 Suggested agenda 10 minIntroduction, and info about the survey 10 min Changes in the PT service / use of PT in your region from 2013 to 2014 45 minBEST Survey Results 2014 including Special Topics 10 minResults from BEST key figure database 15 minBEST Seminar 2015 & workshops 2015

3. BEST 2014 BEST Benchmarking in European Service of public Transport ”To be humble enough to admit that there is always something you can learn from others, and ambitious enough to believe that even the BEST can be improved” BEST Survey 2014Page 3

4. BEST 2014 Organisation Steering committee: Nordic Directors Meeting (NDM) Chairman: Marit Elin Leite, Ruter Vice chair: Gylve A. Sandal, Ruter Planning committee: Pernilla Helander, SLL/TF Marit E. Leite, Ruter Jesper Wibrand, Movia Antti Vuorela, HSL Permanent working group: Key figure database BEST Survey 2014Page 4

5. BEST 2014 Objective & working process Objective: Strengthen PT organisations’ focus on customers’ needs and expectations & a learning process among public transport professionals Survey: Benchmarking of citizens perception of public transport service. Key figure database: Benchmarking of “hard facts” BEST Survey 2014Page 5 Survey results & analysis NDM WG Key figure database BEST SeminarNDM Workshops & WG Key figure database

6. BEST 2014 1.000 interviews with citizens aged 16+ per year A continuous web panel survey throughout the year (Jan – Dec), from Nov 2012 (except Geneva and parts of Helsinki) Before: A telephone survey conducted March every year from 2001 – 2012 Perceived quality – 10 dimensions (approx. 27 statements) Quality evaluated on a 5-point scale Special survey topic The Survey BEST Survey 2014Page 6

7. BEST 2014 Special topics 2014 1.Tickets and ticket inspections 2.Use of ticket media (electronic travel card, mobile phones, paper ) BEST Survey 2014Page 7

8. BEST 2014 Reporting Web report: All results from standard survey and key figure database, available in the web report Possible to export to PowerPoint or Excel Other reports/presentations: Special survey topics Quality indicators impact on overall citizen satisfaction Available from the BEST web site (www.best2005.net) BEST Survey 2014Page 8 https://manager.dapresy.com/managerhttps://manager.dapresy.com/manager/

9. BEST 2014 BEST Seminar Exchange of experiences & networking Once a year, this year 17 th and 18 th of September in Oslo Discussing the results of the survey Special topics Award given to ”BEST City” Suggest topics for work shops Colleagues dinner BEST Survey 2014Page 9

10. BEST 2014 BEST work shops 2014 BEST Survey 2014Page 10 WG 1: BEST Key figure database, Copenhagen, April 29 WS 1: Customer requirements on bus standards, Oslo, September 8 WS 2: Customer satisfaction & travel behaviour surveys, Stockholm, October 8 WS 3: Customer service & traffic information, Copenhagen, October 30 WS 4: Ticket and payment solutions & fare evasion, Helsinki, November Topics 2014: One day in-depth discussion Topics suggested at Seminar, could also be linked to Special Topic All participating cities makes a presentation Work shops: BEST Key figure working group. From left: Börn Marklund, Gylve A. Sandal, Noora Nikula, Nicolas Simond, Jesper Wibrand All presentations from workshops can be found here: http://best2005.net/Workshops/BEST- Workshops-2014

11. BEST 2014 Dimensions believed to affect satisfaction included in the survey Background variables: Travel frequency by public transport PT modes most often used Main occupation Gender Age Post code (geography) 10. Loyalty 8. Value for money 7. Social image 9. Satisfaction 1.Traffic Supply 2.Reliability 3.Information 4.Staff behaviour 5.Personal security/safety 6.Comfort Ridership BEST Survey 2014Page 11

12. BEST 2014 Page 12 BEST Survey results 1.000 interviews with citizens aged 16+ per year Since 2001 Approx. 27 statements 1.Traffic Supply 2.Reliability 3.Information 4.Staff behaviour 5.Personal safety 6.Comfort 7.Social image 8.Value for money 9.Satisfaction 10.Loyalty Quality dimensions Overall satisfaction with PT (2014) Development in overall satisfaction BEST Survey 2014

13. BEST 2014 BEST 2011 BEST 2014 City report / prepared for each city (File exported from Dapresy)

14. BEST 2014 BEST 2011 BEST 2014 Special topic: PT information channels

15. BEST 2014 BEST 2011 BEST 2014 Special topic: Use of ticket media

16. BEST 2014 BEST 2011 BEST 2014 BEST Key figure database

17. BEST 2014 BEST 2011 BEST 2014 BEST Seminar & work shops 2015

18. BEST 2014 Seminar & workshops 2015 BEST Seminar 2015: Oslo, September 17th and 18th –What should our organisation present at the BEST Seminar 2015? WG Key figures: Oslo, xx. April WS1: WS2: WS3: BEST Survey 2014Page 18

19. BEST 2014 Other input our organisation wants to give BEST BEST Survey & Reports What do we think could be changed / be improved? Special survey topics 2016 Topics that might be especially interesting for us to include in the 2016 survey? Work shops 2015 Any topic that would be especially useful for us to discuss with fellow PT professionals? BEST Survey 2014Page 19