Passenger Focus
Passenger Focus
http://www.passengerfocus.org.uk/blog/20...assengers/
Although not related to the survey carried out on a select number of GNE passengers, the survey is from Passenger Focus and is linked to customer perception.
(30 May 2014, 3:22 pm)Andreos Constantopolous http://www.passengerfocus.org.uk/blog/20...assengers/
Although not related to the survey carried out on a select number of GNE passengers, the survey is from Passenger Focus and is linked to customer perception.
(30 May 2014, 3:22 pm)Andreos Constantopolous http://www.passengerfocus.org.uk/blog/20...assengers/
Although not related to the survey carried out on a select number of GNE passengers, the survey is from Passenger Focus and is linked to customer perception.
While out on a recent bus journey I was approached by Passenger Focus to take part in a Bus Passenger Survey. As this is a subject that we have discussed on the forum I thought it would be good to share my experience.
THE SAMPLE:
I boarded the bus at the start of a route noticing the Passenger Focus person introducing herself to the driver. Every passenger was approached and given information on the purpose of Passenger Focus and invited to take part in a survey. As other passengers boarded the bus along the route they were also invited to take part in the survey. No one refused to take part in the survey so the good news is 100% of passengers on the said run were given a survey form.
The form consists of 8 pages on A4 paper and we were advised to complete the form and return it in the pre-paid envelope provided. The instruction was to complete the form based on that actual journey only. It is fair to say that while there was 100% take up of the survey form it is open to debate how many forms are actually returned to Passenger Focus.
There has been comment in the past that these surveys seem to be completed by OAP’s on concessionary travel, sadly that was true of my journey with around 80% of passengers being on concessions. Incidentally I don’t fall into that category so I have made sure that my form is returned to represent the minority passenger group on the journey. Let’s hope that Passenger Focus go out on some early morning or late evening journeys where they might get a better mix of age groups for their survey.
When I have taken part in market research in the past I have always been asked if I am employed in certain sectors that would give a biased result. I am somewhat surprised that I was not asked if I was a current or ex employee with the bus operator or one of their competitors as a means filltering out any biased results.
THE SURVEY:
Question 31 of the survey asked questions relating to the driver and if he / she is doing their job as normal this would in my opinion automatically create a high score for that section. In any event I would expect management to advise drivers what they need to be aware of if a Passenger Focus survey person boards their bus.
Question 22 look at the cleanliness of the bus which makes me wonder if these surveys are unannounced or if they are programmed in advance. I just found it strange to have a bus that was exceptionally clean during the mid morning period.
Question 34 & 35 asks about value for money which is a fair question but considering 80% of my fellow passengers were on free concessionary travel the results will be somewhat skewed.
Question 12 asked about bus shelters or other places where the bus was boarded, a reasonable question but something that is not within the control of the operator. I have to wonder if this question is taken out of the percentage figure that the operator uses in their customer satisfaction results.
THE SURVEY FORM:
I hope the information above gives a brief overview of my experience with Passenger Focus. I have not uploaded the 8 page survey form on the assumption that it will be available on the web. I have however scanned the survey form so if anyone wants to see any extracts or even the full document just let me know and I will upload it.
(05 Nov 2014, 9:21 pm)aureolin Did they give you a pen to complete it? Was a previous criticism I had, and that a survey rate is perhaps going to be higher, should folk be able to complete it during their journey
(05 Nov 2014, 9:21 pm)aureolin Did they give you a pen to complete it? Was a previous criticism I had, and that a survey rate is perhaps going to be higher, should folk be able to complete it during their journey
It is that time of the year again!
http://www.passengerfocus.org.uk/news/ar...gers-happy
Passenger Focus survey published.
(12 Mar 2015, 9:43 am)Andreos1 It is that time of the year again!Have they found 60 volunteers to speak for all of us yet?
http://www.passengerfocus.org.uk/news/ar...gers-happy
Passenger Focus survey published.
Go North East passengers are happy, says independent survey:
http://www.simplygo.com/news/go-north-ea...ent-survey
Results for North East compared to last year then...
Arriva (Northumbria): +4%
- 2014: 87%
- 2013: 83%
Arriva (Tees): +3%
- 2014: 89%
- 2013: 86%
Go North East: 0%
- 2014: 90%
- 2013: 90%
Stagecoach (Busways): -2%
- 2014: 89%
- 2013: 91%
Stagecoach (Transit): -3%
- 2014: 88%
- 2013: 91%
Source: http://data.passengerfocus.org.uk/bus/
So again, 2015 vs 2014 results for the North East.
Arriva (Tyne and Wear)*
- 2015: 90%
- 2014: --
Arriva (Tees): 0%
- 2015: 89%
- 2014: 89%
Go North East: -1%
- 2015: 89%
- 2014: 90%
Stagecoach (Busways): -4%
- 2015: 85%
- 2014: 89%
Stagecoach (Transit): +2%
- 2015: 90%
- 2014: 88%
Source: http://data.transportfocus.org.uk/bus/
* Previously listed as Arriva Northumberland, hence no 2014 data.
They're on the prowl today.
Just been given a survey.
Will try and upload photos of the hard copy survey.
(15 Sep 2016, 9:14 am)Andreos1 They're on the prowl today.
Just been given a survey.
Will try and upload photos of the hard copy survey.
(15 Sep 2016, 2:06 pm)Adrian How did they approach it? Did they give you any kind of introduction?
Or even a pen to complete it?
(15 Sep 2016, 2:06 pm)Adrian How did they approach it? Did they give you any kind of introduction?
Or even a pen to complete it?
https://www.transportfocus.org.uk/resear...ss-report/
I'm conscious that discussion regarding consultations have taken place in this thread and operator specific threads and the issue of sampling has been brought up in this thread.
Numerous points have been made about local operators and their attitude towards consulting passengers on change and whether it's a tick box exercise, with decisions already being made - regardless of a consultation outcome or if operators really are interested in what passengers have to say.
In the link above, there are some excellent case studies regarding consultation excercises. Primarily from LA's, the detail and effort they have gone in to, is quite impressive.
Something other local operators could learn from? I think we could all agree that previous consultation attempts, haven't always been too impressive...
Very proud of the Arriva North East customer satisfaction results from the @TransportFocus Survey– 93% in Tyne & Wear and 92% in Tees Valley
It looks like the event we have all been waiting for, is about to happen...
Autumn 2016 North East Transport Focus scores are slowly being released in to the public domain.
Nick Knox has just tweeted the following:
Very proud of the Arriva North East customer satisfaction results from the @TransportFocus Survey– 93% in Tyne & Wear and 92% in Tees Valley
https://www.eurotransportmagazine.com/23...rvey-blog/
Results of Dundee survey, provokes response and comment.
https://twitter.com/TF_davidS/status/973980566096932864
*coughs*
Sampling plan anyone?
Was anyone approached for this years survey?
(14 Mar 2018, 7:02 pm)Andreos1 https://twitter.com/TF_davidS/status/973980566096932864
*coughs*
Sampling plan anyone?
Was anyone approached for this years survey?
(14 Mar 2018, 7:02 pm)Andreos1 https://twitter.com/TF_davidS/status/973980566096932864
*coughs*
Sampling plan anyone?
Was anyone approached for this years survey?