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+--- Thread: Passenger Focus (/showthread.php?tid=931)
RE: Passenger Focus - citaro5284 - 27 Mar 2014
(27 Mar 2014, 6:10 pm)aureolin wrote I wonder why none of the big three operators use a independent body to independently survey their own workplaces? Great Place to Work for example. Quick search reveals that neither Stagecoach, Arriva or the Go Ahead Group have achieved this status... what works for the customer works for their own surely?
GNE do I am afraid....we have just recently had a survey for all staff from cleaners through to Senior Managers. The results have just been published to the main Go Ahead board as well as GNE Directors.
I think the company was called ORC.
RE: Passenger Focus - Andreos1 - 27 Mar 2014
(27 Mar 2014, 6:11 pm)Dan wrote Would be difficult to survey the scholars, I guess. I'm sure you've been on a morning bus which has a school on route with scholars packed against the windows.
Even still, would they care? I know most of the lads on my bus wouldn't appreciate being questioned on their travel arrangements.
I can see exactly where you are coming from, but who are the future of bus travel?
Add to that, the abc1's, who make the company money - then look at their sample size compared to the people who don't bring money into the company.
If you were the MD an organisation, looking to grow, looking to develop and need to make money - who would you want to be consulted?
Which passengers do you want to be happy, comfortable and satisfied using your services into the future?
Re: RE: Passenger Focus - Adrian - 27 Mar 2014
(27 Mar 2014, 6:22 pm)citaro5284 wrote GNE do I am afraid....we have just recently had a survey for all staff from cleaners through to Senior Managers. The results have just been published to the main Go Ahead board as well as GNE Directors.
That's good to know. Why don't they shout about it like they do with Passenger Focus?
Do they give everyone the opportunity, or do they say take 7 drivers, 1 cleaner, 1 mechanic, and 1 back office member of staff and look at that as a true sample? I've went through a similar process with every company I've worked for (usually annually) and they encouraged everyone to participate. As a result, the response rate always ended up in the 80% range.
RE: Passenger Focus - MurdnunoC - 27 Mar 2014
(27 Mar 2014, 6:25 pm)aureolin wrote I've went through a similar process with every comopany I've worked for (usually annually) and they encouraged everyone to participate. As a result, the response rate always ended up in the 80% range.
The company I work for do their own annual in-house survey. Even though it's supposed to be voluntary, management constantly hound workers to participate. Every year, the same issues are raised and nothing ever seems to be done. Most people I talk to seem to think it's a waste of time. The response rate, although high, seems to decline year-on-year. The quality of responses probably deteriorates too. Once upon a time, I used to give accurate and full answers - now, I just make stuff up. Last year, I put myself down as a 88 year-old Transgendered person of Cambodian decent - apparently, I wasn't the only one!
RE: Passenger Focus - Adrian - 27 Mar 2014
(27 Mar 2014, 6:25 pm)Andreos Constantopolous wrote I can see exactly where you are coming from, but who are the future of bus travel?
Add to that, the abc1's, who make the company money - then look at their sample size compared to the people who don't bring money into the company.
If you were the MD an organisation, looking to grow, looking to develop and need to make money - who would you want to be consulted?
Which passengers do you want to be happy, comfortable and satisfied using your services into the future?
This is true, and I also see Dan's point, but there's always ways and means. It doesn't represent a true proportion to completely exclude them from such survey. When I was in school, we used to do research surveys for different universities from time to time. If Passenger Focus got the LEA's buy in they could get a representation from the 11-15 age group.
RE: Passenger Focus - Andreos1 - 27 Mar 2014
(27 Mar 2014, 6:58 pm)aureolin wrote This is true, and I also see Dan's point, but there's always ways and means. It doesn't represent a true proportion to completely exclude them from such survey. When I was in school, we used to do research surveys for different universities from time to time. If Passenger Focus got the LEA's buy in they could get a representation from the 11-15 age group.
Cant remember doing any when I was there, but in a controlled environment, the feedback from that age group can help shape things going forward.
Their thoughts on the peak/off peak tickets would be interesting.
Just to add to the abc1 commuter points, Mark Denten from the BBC has coincidently tweeted some ONS info.
No idea on the sample used, but commuters in the North East, have on average the second longest commute to work in the UK.
I will stick a decent sized bet on in Fozzes Bookies, that a big percentage of those questioned, commute by bus.
Makes the paltry percentage questioned in the bus survey even more laughable and makes their views/opinions about the bus company, even more important.
RE: Passenger Focus - eezypeazy - 27 Mar 2014
(27 Mar 2014, 7:28 pm)Andreos Constantopolous wrote ...You're still not able to understand sampling, are you? And how samples are representative? And how the same technique has been rigourously applied across the country?
Makes the paltry percentage questioned in the bus survey even more laughable...
RE: Passenger Focus - Andreos1 - 27 Mar 2014
(27 Mar 2014, 7:41 pm)eezypeazy wrote You're still not able to understand sampling, are you? And how samples are representative? And how the same technique has been rigourously applied across the country?
Apparently not...
Although Leslie Kish does.
According to a book of his, which I happen to have close to hand (why would I have that, if I fail to understand sampling?), there are four basic problems when undertaking a sampling frame.
How many occurred in this survey?
1. Missing elements: Some members of the population are not included in the frame.
2. Foreign elements: The non-members of the population are included in the frame.
3. Duplicate entries: A member of the population is surveyed more than once.
4. Groups or clusters: The frame lists clusters instead of individuals.
We all appreciate how much you know about sampling, but there are at least two, possibly three, maybe even four of those issues within the survey you linked to in the original post.
Because you know so much, I wont bore you with details from a book written by Louis Rea and Richard Parker, where they outline a perfect example of cluster sampling carried out on bus passengers in the USA or how those passengers could have been utilised better under a stratified plan instead...
But going back to your original comments/questions - I hope that isn't you making those wild, generalised, ill thought out comments you often accuse me of there eezypeazy?
RE: Passenger Focus - Adrian - 27 Mar 2014
(27 Mar 2014, 7:41 pm)eezypeazy wrote You're still not able to understand sampling, are you? And how samples are representative? And how the same technique has been rigourously applied across the country?
Doesn't make it right. Does no one under the age of 16 use a bus?
RE: Passenger Focus - Andreos1 - 27 Mar 2014
(27 Mar 2014, 7:59 pm)aureolin wrote Doesn't make it right. Does no one under the age of 16 use a bus?
Indeed.
By missing out people who fall into this category, you instantly encounter the first problem listed above.
RE: Passenger Focus - Andreos1 - 29 Mar 2014
Has anyone typed 'GNE Passenger Focus' into google?
Interesting results!
RE: Passenger Focus - Andreos1 - 30 May 2014
http://www.passengerfocus.org.uk/blog/2014/05/30/how-late-is-late-for-bus-passengers/
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.
RE: Passenger Focus - Adrian - 30 May 2014
(30 May 2014, 3:22 pm)Andreos Constantopolous wrote http://www.passengerfocus.org.uk/blog/2014/05/30/how-late-is-late-for-bus-passengers/
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.
See I'd argue that if a bus is late it's late, but there is of course tolerable lateness. 5 minutes for example isn't a great problem during the day, but on an evening it can be a nightmare for connections. There used to be countless times I missed the M2, because the 50A was 5 or 6 minutes late. That's not tollerable as it means waiting 30 minutes for the next bus, which makes me 30 minutes late, regardless of how 'late' the bus is.
RE: Passenger Focus - GuyParkRoyal - 05 Nov 2014
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.
RE: Passenger Focus - Adrian - 05 Nov 2014
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
RE: Passenger Focus - GuyParkRoyal - 06 Nov 2014
(05 Nov 2014, 9:21 pm)aureolin wrote 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
They did not provide a pen or pencil to complete the survey so I have to share your concern on this possibly leading to a lower return rate.
Disapointing really as a pen with some form of advertising or a mini pen would be negligible in cost compared with the overall survey cost.
Digressing slightly, I went on a Nexus Ferry trip in September and they handed out a customer feedback form with a pen to each customer. When talking to one of the staff about the return rate of pens he said they only incur a loss of a few pens each trip and that it is worth it to get a high return rate. Perhaps Passengers Focus can learn something from Nexus on this subject.
RE: Passenger Focus - Andreos1 - 12 Mar 2015
It is that time of the year again!
http://www.passengerfocus.org.uk/news/articles/around-nine-in-10-bus-passengers-happy
Passenger Focus survey published.
RE: Passenger Focus - Adrian - 12 Mar 2015
(12 Mar 2015, 9:43 am)Andreos1 wrote 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/articles/around-nine-in-10-bus-passengers-happy
Passenger Focus survey published.
RE: Passenger Focus - Dan - 12 Mar 2015
Go North East passengers are happy, says independent survey:
http://www.simplygo.com/news/go-north-east-passengers-are-happy-says-independent-survey
RE: Passenger Focus - Adrian - 12 Mar 2015
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/
RE: Passenger Focus - Adrian - 09 Apr 2016
I don't think we've had 2015's results shared yet, so here it is:
http://www.transportfocus.org.uk/research-publications/publications/bus-passenger-survey-full-report-autumn-2015/
Sent from my SM-G920F using Tapatalk
Passenger Focus - Adrian - 09 Apr 2016
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.
RE: Passenger Focus - Andreos1 - 15 Sep 2016
They're on the prowl today.
Just been given a survey.
Will try and upload photos of the hard copy survey.
RE: Passenger Focus - Adrian - 15 Sep 2016
(15 Sep 2016, 9:14 am)Andreos1 wrote They're on the prowl today.
Just been given a survey.
Will try and upload photos of the hard copy survey.
How did they approach it? Did they give you any kind of introduction?
Or even a pen to complete it?
RE: Passenger Focus - Andreos1 - 15 Sep 2016
(15 Sep 2016, 2:06 pm)Adrian wrote How did they approach it? Did they give you any kind of introduction?
Or even a pen to complete it?
Not all of the pages attached for some reason.
There are a few more photos outstanding.
Two women representatives with one observing and another floating around the vehicle in question.
Approached each passenger and introduced herself, explaining the reasons why the survey was being carried out.
Asked if passengers wished to take part, offering a hard-copy and free post envelope (but no pen) or for the survey to be sent out via email.
RE: Passenger Focus - Andreos1 - 20 Feb 2017
https://www.transportfocus.org.uk/research-publications/publications/bus-service-reviews-consulting-on-changes-to-local-services-progress-report-february-progress-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...
RE: Passenger Focus - Andreos1 - 23 Mar 2017
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://twitter.com/arrinickknox/status/844860284720234500
RE: Passenger Focus - Andreos1 - 03 May 2017
https://www.eurotransportmagazine.com/23430/z-homepage-promo/xplore-dundee-passenger-survey-blog/
Results of Dundee survey, provokes response and comment.
RE: Passenger Focus - Andreos1 - 14 Mar 2018
https://twitter.com/TF_davidS/status/973980566096932864
*coughs*
Sampling plan anyone?
Was anyone approached for this years survey?
RE: Passenger Focus - eezypeazy - 18 Mar 2018
(14 Mar 2018, 7:02 pm)Andreos1 wrote https://twitter.com/TF_davidS/status/973980566096932864
*coughs*
Sampling plan anyone?
Was anyone approached for this years survey?
I wasn't approached, but I did see forms being handed out over two days last Autumn.