1. BEST 2010 BEST 2010 Results of the survey Kjetil Vrenne BEST Project Manager May 27 th, 2010 BEST Survey 2010 Results & Analyses Page 1

2. BEST 2010 Main results and City reports BEST Survey 2010 Results & Analyses Page 2

3. BEST 2010 BEST Results of the 2010 survey BEST Survey 2010 Results & Analyses Page 3

4. BEST 2010 Summary report – per city BEST Survey 2010 Results & Analyses Page 4 Quality element score compared Change in indexTop 5 drivers of satisfaction

5. BEST 2010 Changes in the web based reporting solution https://report.scandinfo.se/best/Login.aspx https://report.scandinfo.se/best/Login.aspx BEST Survey 2010 Results & Analyses Page 5

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9. BEST 2010 SPECIAL TOPIC TRANSFER BEST Survey 2010 Results & Analyses Page 9

10. BEST 2010 Additional questions included in the 2010 survey ROTATE STATEMENTS Don’t agree at all Hardly agree Neutral Partially agree Fully agree Don’t know / no answer AWalking distances are short at transfers B When transferring, I usually have enough time to catch the departure I plan to transfer to C I would transfer more often if corresponding transport was guaranteed D I prefer not to transfer, even if the journey takes longer BEST Survey 2010 Results & Analyses Page 10

11. BEST 2010 Additional background question BEST Survey 2010 Results & Analyses If travel by public transport in background question 1 When travelling by public transport, do you usually make a transfer on ….. READ OUT All or almost all journeys1 Most journeys2 About half the journeys3 Some journeys4 None or almost none of the journeys5 (DO NOT READ) Do not know/No answer6 Page 11

12. BEST 2010 Frequent users transfers more often BEST Survey 2010 Results & Analyses Page 12

13. BEST 2010 The drivers of satisfaction with transfers BEST Survey 2010 Results & Analyses Transfers are easy I feel secure at stations and bus stops It is easy to get the information needed when planning a trip The information is good when traffic problems occur The information is good in stops and terminals Waiting time is short at transfers Walking distances are short at transfers 0,11 0,10 0,12 0,11 0,28 0,23 Page 13

14. BEST 2010 Drivers of satisfaction with transfers – per city BEST Survey 2010 Results & Analyses AverageStockholmOsloHelsinkiCopenhagenViennaGeneva I feel secure at stations and bus stops,11,13,11,12,14,07 It is easy to get the information needed when planning a trip,10,04,14,12,07,13 The information is good when traffic problems occur,12,03,06,09,11,16,15 The information is good in stops and terminals,11,07,06,09,11,12 Waiting time is short at transfers,28,39,26,29,28,25 Walking distances are short at transfers,23,25,27,19,21,22 Page 14

15. BEST 2010 Satisfaction with transfer does not affect preference BEST Survey 2010 Results & Analyses Page 15

16. BEST 2010 PT travel frequency does not affect preference BEST Survey 2010 Results & Analyses Page 16

17. BEST 2010 And even transfer frequency has a little impact BEST Survey 2010 Results & Analyses Page 17

18. BEST 2010 Not a strong belief in guaranteed correspondence? BEST Survey 2010 Results & Analyses Page 18

19. BEST 2010 Main findings 1.Frequent users of PT transfer more often than less frequent users 2.Citizens prefer not to transfer, even if they: –Transfer frequently –Finds transfers easy to make 3.Reduced waiting time and walking distances, are the main drivers of satisfaction with transfers 4.More than 50 % of the citizens would transfer more often if correspondence was guaranteed: –But a weak correlation with transfer frequency suggests that the citizens are sceptical to the idea of guaranteed correspondence BEST Survey 2010 Results & Analyses Page 19

20. BEST 2010 BEST Results 2010 Index – increase more than + 3 % points Index – decrease more than - 3 % points BEST Survey 2010 Results & Analyses Page 20 70761432433

21. BEST 2010 The BEST Survey 2010 Six participating cities/regions The fieldwork for BEST Survey 2010 was conducted in March (from the 1 st to the 14 th ) 1.000 telephone interviews with persons aged 15 years or older (except Helsinki with 1.600 interviews) Weighted for sex and age BEST Survey 2010 Results & Analyses Page 21

22. BEST 2010 PT travel frequency 2010 BEST Survey 2010 Results & Analyses Page 22

23. BEST 2010 Eight dimensions believed to affect satisfaction and loyalty included in the survey 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 2010 Results & Analyses Page 23

24. BEST 2010 Traffic supply TOTAL BASE: Replied grade 20102009200820072006 6871686968 6768656667 6468607266 6063595857 5957596255 5654555756 BEST Survey 2010 Results & Analyses Page 24

25. BEST 2010 Reliability 20102009200820072006 7376798379 566864 72 5365567268 43 414038 4050413638 39 485243 BEST Survey 2010 Results & Analyses Page 25

26. BEST 2010 Information TOTAL BASE: Replied grade 20102009200820072006 717571 66 53615464 4652494857 4546484348 4446 4742 4052584951 BEST Survey 2010 Results & Analyses Page 26

27. BEST 2010 Staff behaviour TOTAL BASE: Replied grade 20102009200820072006 7478747576 6771697465 68656665 5958545759 5660547167 5558545559 BEST Survey 2010 Results & Analyses Page 27

28. BEST 2010 Security and safety TOTAL BASE: Replied grade 20102009200820072006 8482 8380 7674727172 7479778074 72768781 71686970 6970646563 BEST Survey 2010 Results & Analyses Page 28

29. BEST 2010 Comfort TOTAL BASE: Replied grade 20102009200820072006 6771687167 62 63 6061606964 5759565553 5653525448 56585554 BEST Survey 2010 Results & Analyses Page 29

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32. BEST 2010 Value for money TOTAL BASE: Replied grade 20102009200820072006 51 474950 4240335349 3936264640 3738 34 3640333125 28 273532 BEST Survey 2010 Results & Analyses Page 32

33. BEST 2010 Social image TOTAL BASE: Replied grade 20102009200820072006 88 878981 8789848682 8790868785 8680 81 84798581 7173697068 BEST Survey 2010 Results & Analyses Page 33

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36. BEST 2010 Loyalty TOTAL BASE: Replied grade 20102009200820072006 8081807875 737567 7265708175 6263566157 6061636553 47 424945 BEST Survey 2010 Results & Analyses Page 36

37. BEST 2010 CopenhagenGenevaHelsinki OsloStockholmVienna Which improvements will have the greatest impact on satisfaction? When studying these results please keep in mind that the internal ranking of the different elements in each city is of prime interest. Comparison of the estimated effects across cities must be done cautiously and interpreted as indications of differences. BEST Survey 2010 Results & Analyses Page 37

38. BEST 2010 Results per index and city/region in 2010 ViennaHelsinkiGenevaStockholmOsloCopenhagen Traffic supply 646768605956 Reliability 535673403943 Information 534671404445 Staff behaviour 565974556765 Security & safety 747674698471 Comfort 6062675756 Value for money 425136393728 Social image 8187 858871 Loyalty 728075626047 BEST Survey 2010 Results & Analyses Page 38

39. BEST 2010 Results per index and city/region – change from 2009 to 2010 ViennaHelsinkiGenevaStockholmOsloCopenhagen Traffic supply -4- 3 21 Reliability -13-12- 3-900 Information - 8-6- 4-11-2 Staff behaviour - 41- 3 -4-3-3 Security & safety 23- 5-223 Comfort 0- 4-23 Value for money 20- 43 Social image - 3-2- 30-2 Loyalty 70-20 BEST Survey 2010 Results & Analyses Page 39

40. BEST 2010 Thank you for your attention! BEST Survey 2010 Results & Analyses Page 40