Sheffield Tram Passenger Survey (TPS) 2017 Results

1. Tram Passenger Survey (TPS) – Sheffield Autumn 2017 results Rosie Giles Tel: 0300 123 0842 Email: Rosie.Giles@transportfocus.org.uk Insight Team, Transport Focus, Fleetbank House, 2-6 Salisbury Square, London, EC4Y 8JX March 2018 Sheffield

2. Sheffield Contents • Overview • Context to the survey 3 • Summary of 2017 findings 6 • The findings • Experience and opinions of the journey 14 • Waiting at the stop 22 • The tram 29 • Negative experiences during the journey 34 • Passengers’ suggested improvements 38 • Opinion of trams in local area 41 • Further information • Appendix 1: Passenger and journey context 44 • Appendix 2: Further detail on survey background and method 61 • Appendix 3: Questionnaire 67 2

3. Tram Passenger Survey (TPS) Sheffield Context to the survey 3

4. Background to the 2017 survey The Tram Passenger Survey (TPS) • The TPS provides a consistent, robust measurement of passenger satisfaction with tram services in Britain • It also informs our understanding of barriers to (greater) tram use, how to encourage greater use, and how to improve the passenger experience • Comparisons can also be made with passenger experiences on buses and trains, as measured by the Bus Passenger Survey (BPS) and National Rail Passenger Survey (NRPS) • The 2017 TPS covered tram services in Manchester, Birmingham, Blackpool, Nottingham, Sheffield and Glasgow*. Edinburgh Trams was covered in 2014-2016. • The survey method • Passengers are approached while making a journey; they answer the survey about that journey specifically • The questionnaire is self-completion, with passengers offered a choice of online or paper • Interviewers approached passengers on all days of the week between 6am and 10pm, between 18 September and 8 December 2017 • 1054 surveys were completed for Sheffield Supertram in autumn 2017 • For further details of the survey method, see Appendix *Glasgow Subway was included for the first time in 2017. Due to the difference of this Subway network compared to tram networks it is excluded from this report, as well as any ‘All Networks’ results, and can be found in a separate report. 4

5. The Sheffield network in context Manchester Midland Metro Nottingham Sheffield 5 *Source: Department for Transport, Passenger journeys on light rail and trams by system in England, 2016/17 **Source: Direct from operator

6. Tram Passenger Survey (TPS) – Sheffield Key findings 6

7. Figures shown are total very or fairly satisfied. Last year’s figure is shown in grey 7

8. [Headline] Passenger experience: a snapshot [Second Headline] Overall journey satisfaction: trend over time Overall journey satisfaction: 2017 Midland Metro All Networks* Nottingham Sheffield Manchester *All networks includes different networks each year. 2013 and 2017 exclude Edinburgh Trams. 2013-2017 exclude Glasgow Subway [Footnote] 8

9. [Headline] What makes a satisfactory or great journey on Supertram? [Second Headline] The top factors linked to overall journey satisfaction* What makes a satisfactory journey? What makes a great journey? 2% 3% 1% 3% Cleanliness and condition of the tram Tram stop condition Boarding the tram *Key Driver Analysis looks at fare-paying passengers’ overall journey satisfaction response and their response to the 25 individual satisfaction measures in the survey (including value for money), which have been grouped into 10 themes based upon a statistical analysis of the responses. The left hand chart shows which themes most differentiate between those not satisfied and satisfied overall – making a journey ‘satisfactory’. The right hand chart shows which themes most differentiate between those fairly and very satisfied overall – making a ‘great’ journey. The analysis combines data from 2016 and 2017 surveys to increase robustness. It also excludes satisfaction measures relating to tram staff; due to differences in staff availability across the networks not all TPS questionnaires feature questions about tram staff. In order to run the analysis in a consistent and practical manner all staff measures have been excluded. See appendix 2 for a full explanation of the analysis to identify factors linked to overall journey satisfaction. [Footnote] 9

10. Passenger experience in Sheffield 2017: across the network All Networks Blue/Purple route Sheffield Yellow route Satisfaction with key measures: Satisfaction with other measures which make a satisfactory journey: Satisfaction with other measures which make a great journey: 10

11. 11

12. [Headline] Summary of key findings (1) [Second Headline] • In the 2017 wave of the Tram Passenger Survey 95 per cent of Supertram passengers are satisfied with their journey overall. This is a significant increase compared to 2016 (91 per cent). Two thirds of passengers (66 per cent) are ‘very satisfied’ with their journey overall • Overall journey satisfaction is higher than the same measure on the Bus Passengers Survey for bus services in South Yorkshire (87 per cent satisfied) • Overall satisfaction is quite consistent across different passenger groups. There have been significant increases in satisfaction amongst male passengers, those aged 16-34, commuters and fare payers • The key factor which makes journeys satisfactory on Supertram is the timeliness of trams. Satisfaction with punctuality and the length of time waiting for the tram have remained consistent with last year. Satisfaction with punctuality remains the same as 2016 (82 per cent satisfied); satisfaction with wait time edges upwards from 84 per cent in 2016 to 86 per cent • The key factor which makes journeys great on Supertram is the on board environment and comfort. Satisfaction is generally high for aspects linked to this, in particular the comfort of the seats and provision of grab rails – 88 per cent are satisfied with both aspects of the on board experience. The lowest rated aspect is the amount of personal space on board, which has increased significantly this year from 74 per cent to 81 per cent • Amongst fare-paying passengers, 74 per cent are satisfied with value for money. This is an upwards movement from 71 per cent in 2016. Those aged 16-34 are less satisfied with value for money (67 per cent) • When evaluating value for money, the most important factors are the cost of the tram versus other modes of transport and the cost for the distance travelled [Footnote] 12

13. [Headline] Summary of key findings (2) [Second Headline] • When comparing the two lines in Sheffield (Blue/Purple and Yellow) overall satisfaction is marginally higher on the Yellow line: 96 per cent compared to 94 per cent on the Blue/Purple line. Passengers are considerably more satisfied with punctuality on the Yellow line (86 per cent compared to 77 per cent), as well as with many aspects of on board environment and comfort • 29 per cent of passengers spontaneously mention an improvement that could have been made to their journey (37 per cent in 2016). The most common improvement mentioned relates to having real time information and updates at the tram stop • Other improvements relate to punctuality of the tram and the design, comfort and condition of the vehicles • 11 per cent of passengers experienced a delay on their journey (2016: 16 per cent). When delays occurred they lasted 8 minutes on average • Just less than half of all passengers (48 per cent) are using Supertram to commute. 38 per cent are travelling for work; 10 per cent for education • Two thirds of passengers (64 per cent) purchase their ticket from a conductor. There is a relatively even split between paper tickets (44 per cent) and tickets on a plastic card (39 per cent). Only 2 per cent use an m-ticket, although this is significantly higher than 2016 (0 per cent) [Footnote] 13

14. Tram Passenger Survey (TPS) – Sheffield Experience and opinions of the journey 14

15. [Headline] Experience and opinions of the journey: summary [Second Headline] Sheffield Satisfaction with today’s journey: Overall journey Value for money Punctuality On-vehicle journey time Autumn 2013 Autumn 2014 Autumn 2015 Autumn 2016 Autumn 2017 Buses in South Yorkshire [Footnote] 15

16. Who are satisfied and not satisfied passengers? – Sheffield Very satisfied passengers are more likely to: Fairly satisfied passengers are more likely to: Not satisfied passengers are more likely to: Be commuters (71%) more than those who are fairly satisfied Journey purpose Be leisure travellers (56%) Be commuters (56%) Be travelling during off-peak times (56%) or weekends (22%) Be travelling at peak times (59%) Time of travel Travel during off-peak times (46%) Primarily travel between 3 or 4 days a week (27%) and once or twice a week (17%) Travel the most frequently (69% 5 or more days a week) Travel the least frequently (34% 5 or more days a week) Sheffield Frequency of travel Have easy to moderate access to private transport (38% ‘easy’; 50% ‘moderate’) Have moderate access to private transport (55%) Have easy to moderate access to private transport (37% ‘easy’; 50% ‘moderate’) similarly to those who are very satisfied Access to private transport Age and gender Be under 60+ (33% 16-34; 37% 35-59) and female (56%) Be younger (51% 16-34) but less than those who are fairly satisfied and male (62%) Be younger (51% 16-34) Have the high trust in the operator (80% rated 6-7 on a 7-point scale) Have medium to high levels of trust (98% rated 3-7 on a 7-point scale) Have low to medium levels of trust (80% rated 3-5 on a 7-point scale) Trust in the operator Base: those ‘neither/nor’, ‘fairly dissatisfied’ or ‘very dissatisfied’ with journey overall (45) Base: those ‘very satisfied’ with journey overall (716) Base: those ‘fairly satisfied’ with journey overall (280) 16

17. [Headline] Overall satisfaction (%) – by gender and age [Second Headline] Total fairly/very satisfied Sheffield Autumn 2017 Autumn 2016 Autumn 2015 Autumn 2014 Autumn 2013 95 94 97 95 95 96 91 83 96 79 96 98 97 96 98 98 96 99 92 90 95 87 96 99 94 94 94 91 95 99 All passengers [Footnote] Q. Overall, taking everything into account from the start to the end of this tram journey, how satisfied were you with your tram journey today? Base: All passengers – 1041 17

18. [Headline] Overall satisfaction (%) – by passenger type [Second Headline] Total fairly/very satisfied Sheffield Autumn 2017 Autumn 2016 Autumn 2015 Autumn 2014 Autumn 2013 All passengers 95 94 97 93 97 91 89 97 84 98 97 96 99 95 99 92 90 99 86 99 94 93 100 91 97 [Footnote] Q. Overall, taking everything into account from the start to the end of this tram journey, how satisfied were you with your tram journey today? Base: All passengers – 1041 18

19. [Headline] Value for money (%) – fare-payers only [Second Headline] Total fairly/very satisfied Sheffield Autumn 2017 Autumn 2016 Autumn 2015 Autumn 2014 Autumn 2013 All passengers 74 67 80 75 74 71 59 79 67 79 83 78 86 81 84 69 66 75 60 84 70 63 81 67 74 [Footnote] Q. How satisfied were you with the value for money of your journey? Base: All fare-paying passengers – 619 19

20. [Headline] What influenced value for money rating (%) [Second Headline] Sheffield Those satisfied with value for money Those not satisfied with value for money [Footnote] NOTE: Those not satisfied with value for money includes respondents answering ‘Neither satisfied nor dissatisfied’ Q. What had the biggest influence on the ‘value for money’ rating you gave in the previous question? Base: All fare-paying passengers - 583 20

21. [Headline] Punctuality and on-vehicle journey time [Second Headline] Total fairly/very satisfied Sheffield Autumn 2017 Autumn 2016 Autumn 2015 Autumn 2014 Autumn 2013 Satisfaction with punctuality 82 92 82 93 85 93 78 85 84 92 Satisfaction with on-vehicle journey time [Footnote] • Q. How satisfied were you with each of the following…Punctuality? Base: All passengers – 925 • Q. How satisfied were you with the amount of time your journey on the tram took? Base: All passengers – 1021 21

22. Tram Passenger Survey (TPS) – Sheffield Waiting at the stop 22

23. Waiting at the stop: summary Buses in South Yorkshire Sheffield Waiting times: Sheffield Buses in South Yorkshire Satisfaction: expected waiting time 86 6.9 mins 6.2 mins 73 7.8 mins 8.0 mins 79 85 86 71 73 69 N/A* 73 80 Overall satisfaction with stop Distance from journey start Convenience/accessibility General condition and maintenance Freedom from graffiti/vandalism Freedom from litter Behaviour of other passengers Information provided Personal safety 90 85 89 87 89 86 89 80 91 Expected wait time Actual reported wait time Checking tram information: Passengers who checked tram time Info sources used before arriving at stop Info sources used at stop Among those that didn’t check… 72% 72% Online timetable/paper timetable Leaflet/paper timeline 58% electronic display 41% timetable at stop 68% knew service frequent 60% knew service frequent *Not asked in BPS 23

24. [Headline] Satisfaction – with the tram stop (%) [Second Headline] Sheffield Total fairly/very satisfied Autumn 2017 Autumn 2016 Autumn 2015 Autumn 2014 Autumn 2013 90 91 89 89 89 87 86 85 80 89 87 86 87 89 82 85 82 77 94 90 92 91 88 91 87 84 81 96 94 90 96 93 92 89 84 84 93 88 92 91 85 87 87 83 86 [Footnote] Q. Overall, how satisfied were you with the tram stop? & Q. Thinking about the tram stop itself, how satisfied were you with the following: Base: All passengers – 1012 24

25. [Headline] Satisfaction with waiting time (%) [Second Headline] Sheffield Total fairly/very satisfied Autumn 2017 Autumn 2016 Autumn 2015 Autumn 2014 Autumn 2013 Length of time had to wait 86 82 84 77 86 85 80 76 83 82 Total about the same or a little/much less than expected Actual versus expected waiting time [Footnote] Q. How satisfied were you with each of the following? Base: All passengers – 1024 Q. Thinking about the time you waited for the tram today, was it […] than expected? Base: All passengers – 1009 25

26. [Headline] Expected and reported waiting times [Second Headline] Autumn 2017 Autumn 2016 Autumn 2015 Autumn 2014 Autumn 2013 Sheffield 8 48 36 2 2 6 46 44 2 2 3 45 46 4 2 6 45 45 3 1 Expected tram waiting time Average expected waiting time 6.9 minutes (2016: 6.5 minutes) 16 42 24 8 5 20 45 26 4 3 18 39 24 11 8 18 42 30 5 4 Reported tram waiting time Average reported waiting time 6.2 minutes (2016: 6.4 minutes) [Footnote] Q. Approximately how long did you expect to wait for the tram? & Q. Approximately, how long did you wait for your tram Base: All passengers – 1054 26

27. [Headline] How passengers checked tram times [Second Headline] Autumn 2017 Autumn 2016 Autumn 2015 Autumn 2014 Autumn 2013 Sheffield 4 9 5 4 5 4 9 5 1 9 7 11 4 0 4 11 12 3 0 7 Before Leaving the tram stop 59 12 3 2 1 2 57 10 3 2 2 4 3 36 1 1 0 5 1 24 2 4 0 6 At the tram stop [Footnote] Q. Did you check any of the following to find out when the tram was meant to arrive? Base: All passengers – 1054 27

28. [Headline] Why passengers did not check tram times [Second Headline] Sheffield Autumn 2017 Autumn 2016 Autumn 2015 Autumn 2014 Autumn 2013 82 15 18 5 3 N/A** 77 N/A* 16 4 2 1 79 N/A* 13 4 2 3 81 N/A* 18 3 2 4 N/A** [Footnote] Q. If you did not check to find out when the tram was meant to arrive, why was this? Base: All not checking tram arrival information – 273 *Not asked before 2016 **Not asked from 2016 28

29. Tram Passenger Survey (TPS) – Nottingham The tram 29

30. [Headline] The tram: summary [Second Headline] Buses in South Yorkshire Buses in South Yorkshire Buses in South Yorkshire Sheffield Sheffield Sheffield Start of journey On board The staff Route info on tram Exterior cleanliness Ease getting on Time taken to board 93 92 96 97 83 78 90 90 Interior cleanliness Info on board Seat/standing space Seat comfort Personal space Provision grabrails Temperature Personal security 93 83 84 88 81 88 85 92 78 64 82 74 72 84 76 85 Appearance Greeting Helpfulness/attitude Safety of driving Smoothness journey 93 82 86 94 86 90 72 71 89 77 [Footnote] 30

31. [Headline] Satisfaction with start of journey (%) [Second Headline] Total fairly/very satisfied Sheffield Autumn 2017 Autumn 2016 Autumn 2015 Autumn 2014 Autumn 2013 97 96 93 92 96 95 90 90 97 96 93 92 94 95 95 91 95 95 91 91 [Footnote] Q. Thinking about when the tram arrived, please indicate how satisfied you were with the following: Base: All passengers – 1026 31

32. [Headline] Satisfaction on the tram (%) [Second Headline] Total fairly/very satisfied Sheffield Autumn 2017 Autumn 2016 Autumn 2015 Autumn 2014 Autumn 2013 93 92 88 88 85 84 83 81 92 92 84 86 84 79 80 74 90 95 91 86 88 85 83 83 87 92 86 84 88 86 83 80 93 90 84 88 88 85 83 79 [Footnote] Q. Thinking about whilst you were on the tram, please indicate how satisfied you were with the following: Base: All passengers – 1031 32

33. [Headline] Satisfaction with tram staff (%) [Second Headline] Total fairly/very satisfied Sheffield Autumn 2017 Autumn 2016 Autumn 2015 Autumn 2014 Autumn 2013 94 93 86 86 82 92 93 89 85 85 97 94 89 86 82 94 91 84 84 78 94 90 84 85 79 [Footnote] TPS: Q. Thinking about any tram staff you encountered on your journey, please indicate how satisfied you were with each of the following: Base: All passengers – 1030 33

34. Tram Passenger Survey (TPS) – Sheffield Negative experiences during the journey 34

35. Negative experiences during the journey: summary Sheffield Passengers experiencing a delay to their journey Average length of delay (perceived) 8 mins Road congestion/traffic jam Most common cause of delay Passengers with worry or concern about others’ behaviour on board 35

36. Experience of delays (%) Sheffield 11 per cent ( ) of Sheffield passengers experienced a delay (2016: 16 per cent). Average length of delay was 8 minutes ( ) Autumn 2016 Autumn 2015 Autumn 2014 * ‘No reason given for delay’ not asked in 2013. Its addition could have caused the significant drops in the other factors TPS: Q. Why was your journey delayed? Base: All experiencing a delay - 109 36

37. Worry or concern at other passengers’ behaviour (%) Autumn 2016 Autumn 2017 Autumn 2015 Autumn 2014 Autumn 2013 Sheffield All passengers 5 2 6 6 3 5 3 3 4 5 2 2 1 0 2 1 2 0 5 5 6 7 4 4 % worried/concerned of other passengers’ behaviour Types of worrying/concerning behaviour (%) Autumn 2017 Autumn 2014 Autumn 2013 Autumn 2016 Autumn 2015 Base too small to report Q. Did other passengers’ behaviour give you cause to worry or make you feel uncomfortable during your journey? Base: All passengers – 1034 Q. Which of the following were the reasons for [other passengers behaviour causing you concern]? • Base: All experiencing worrying/concerning behaviour – 38 *Not asked in 2013 37

38. Tram Passenger Survey (TPS) – Sheffield Passengers’ suggested improvements 38

39. Passengers’ suggested improvements: summary 71% of Sheffield passengers in 2017 had no suggestions for improvements Sheffield …of the 29% that did, the most common service areas for improvement were: Q. If something could have been improved on your tram journey today, what would it have been? Base: All suggesting an improvement - 395 39

40. [Headline] Passengers’ suggested improvements: the detailSelected verbatim comments [Second Headline] More frequent trams in peak times. Markings on floor to indicate which side to enter or exit like they have in Tokyo/Taipei. Regulate temperature on board. Adhere to timetables. Accept card payments on board. Staff to kick idiots off the tram straight away (i.e. people being loud/rude to other passengers/staff/drunk people). Faster responses from the customer care team when you contact them. Clearer labelling for destination of tram. Mandatory tannoy indicating next stop. We were on one of the older trams and its interior and seats are worn and grubby looking and the seats are very uncomfortable. More tram service during rush hour, it's getting crowded quickly, no live information at Meadowhall Station, often waiting 5-10 not knowing when the tram turn up. Better punctuality. Electronic displays at tram stops aren't accurate enough when trams are delayed. Payments via card (cash is inconvenient in 2017). Tram stops electronic board to show the next stop. More seats. Live eta board - present and correct! (First bus app does this) Same for a mobile app. Drivers waiting/ or people running to door. (Check their mirrors!). Roaming security (with power to do things), not just a pointless ticket checker. Not overcrowding the tram - put another tram on at rush hour. Eject from the tram disruptive loud passengers. Conductors need to be more firm! Rush hour trams in either direction do not run to the timetable which is frustrating. In the evening it is not unusual to have to swap trams at Hackenthorpe. The electronic displays are not accurate. The West Street stop is poor when waiting for trams going to Halfway or Meadowhall. There is no shelter when it is raining. Improve the cleanliness of the tram and some new seats.. The three chairs in front of the wheelchairs parking are not comfortable and better be like the other normal chairs on the trams.. Nice, kind and smiley staff [Footnote] 40

41. Tram Passenger Survey (TPS) – Sheffield Opinion of trams in the local area 41

42. Opinion of trams in the local area: summary Sheffield Bus services in South Yorkshire (BPS) General opinion of services in area: Connections with other modes Ease of buying tickets Ease of getting to local amenities Frequency Range of tickets available Reliability Range of payment options available N/A* N/A* N/A* *Not asked in BPS Q. And how satisfied are you overall with tram services for the following? Base: 965 Q. How would you rate tram services for the following? Base: 1012 42

43. [Headline] Satisfaction on the trams generally [Second Headline] Total fairly/very satisfied Sheffield Autumn 2017 Autumn 2016 Autumn 2015 Autumn 2014 Autumn 2013 89 80 80 76 75 90 89 89 88 81 80 67 90 87 93 83 87 85 N/A* 90 89 91 73 84 81 XN/A* 91 90 94 N/A* 86 84 N/A* 90 91 Total good/very good [Footnote] Q. And how satisfied are you overall with tram services for the following? Base: 965 Q. How would you rate tram services for the following? Base: 1012 *Not asked before 2016 **Statement changed in 2017 from ‘Punctuality’ to ‘Reliability 43

44. Tram Passenger Survey (TPS) – Sheffield Appendix 1: the passenger and journey context 44

45. [Headline] Sheffield passengers: summary [Second Headline] Overview of passenger demographics Age Disability Access to private transport Autumn 2016 Autumn 2016 Autumn 2016 30 39 26 4 35 51 11 3 21 71 8 Passengers’ postcodes relative to tram network [Footnote] 45

46. Passenger profile 46

47. Where Sheffield passengers live Autumn 2016 Autumn 2016 Autumn 2015 Autumn 2014 Autumn 2013 33 16 11 6 10 4 5 3 12 29 14 8 7 9 7 5 4 16 30 10 18 4 6 6 5 2 14 10 10 18 17 10 21 3 3 5 Q: What is your postcode? Base: All giving a postcode – 966 47

48. Sheffield journeys: summary (1) Frequency using trams in area Sheffield Commuting Business Leisure 5+ daysweek 3-4 days week 1-2 days a week Once a fortnight Once a month Passenger journey details Less often First time Journey purpose 48

49. Sheffield journeys: summary (2) Single/return 14 Season 55 Other 5 Tram only 43 Multi-mode 57 Tickets used for today’s journey Sheffield Ticket type Fare-payer Free pass Free/fare-payers Mode permitted Ticket format Purchased ticket via… Conductor Direct from tram operator Rail/bus company Other Paper Photocard Plastic card M-ticket 49

50. Sheffield journeys: summary (3) Most used tram stops: journey start Mode used to arrive at starting stop (all stops) On foot Car Bus Train Other Most used tram stops: journey destination Mode used to travel on from destination stop (all stops) On foot Car Bus Train Other 50