ABSTRACT
Adequate staff presence; Character and atmosphere of stations; Clear routes through stations to vehicles; Levels of congestion; Overall accessibility of transport stations; Overall quality of station facilities and services; Signage to other modes of transport; Temperature inside the station facilities; Wi-Fi provision inside the stations; Benches/seating provision; Overall cleanliness and maintenance; Availability and accessibility of lifts and escalators
2 Design of transport interchanges
(mean 3.2, range 2.7-3.7)
Accessibility of interchange (main terminal) facilities; Adequacy of measures to ensure safety and security of travellers; Adequate signage pointing to timetables, platforms etc.; Availability of information on different transport modes; Availability of staff; Layout and services which minimise walking; Location of interchanges (main terminals); Organisation of transport to the interchange (main terminal); Benches/seating provision; Level of crowding; Multimodal presentation of transport information; Overall cleanliness and maintenance; Availability and accessibility of lifts and escalators
3 Design of transport stops (mean 3.0, range 1.9-3.5)
Absence of offensive odours at transport stops; Accessibility of transport stops; Adequacy of lighting at transport stops; Cleanliness and maintenance of transport stops; How near the stop location was to the start of your journey; Overall accessibility for pushchairs and wheelchairs; Space around transport stops for free flow of people; Standardised accessibility solutions for boarding and exiting vehicles; Transport information displays at transport stops; Benches/ seating provision; Provision of service information in multiple formats; Safety and security at transport stops; Shelter provided from weather
4 Quality of crossings (mean 3.1, range 2.2-3.5)
Time available for crossings rail crossings; Time available for crossing at road crossings; Suitability and safety of road crossings; Suitability and safety of rail crossings; Adequacy of speed restrictions in areas which vulnerable road users frequent; Location of crossings; Audibility and clarity of crossing markings
5 Physical interaction between modes
(mean 3.1, range 2.0-3.4)
Separation of cyclists from pedestrians; Provision of direct routes for cyclists and pedestrians; Separation of motorised and non-motorised traffic on roads and junctions; Level of prioritisation given to non-motorised road users in design of city centres; Use of guards or barriers to protect vulnerable road users from traffic; Extent of regulations for parking on pavements and cycle ways; Designated spaces between parked cars to cross road
6 Nondiscriminatory service and protection of data
(mean 3.3, range 2.6-3.6)
Extent to which transport provision is non-discriminatory on grounds of race and ethnicity; Ability to buy a ticket without any problems; Protection from operators failing to meet their liabilities; Privacy and data protection; Passenger charters
7 Accessibility for different user groups
(mean 3.2, range 3.0-3.5)
Provision of tactile pavements for guidance to transport; Provision of tactile pavements to warn of hazards; Pre-trip information available in different formats; Availability and accessibility of
lifts and escalators; Advanced information on station personnel levels; Ease of ticket purchase at stations/on vehicles; Availability of ramps/dropped kerbs; Disabled friendly signage on vehicles; Ease of access to stations and transport stops; Administrative procedures needed to get reduced travel for companions
8 Social dimension of services (n/a)
Extent to which transport provision is non-discriminatory on grounds of race and ethnicity; Acceptance of guide dogs on transport; Extent to which transport provision takes into account the needs of children and young people; Extent to which transport provision provides equal access to those living in less affluent areas
9 Provision of information on arrivals and departures
(mean 3.2, range 2.3-3.6)
Design of timetable information; Knowledge of staff about personal transport needs; Lighting of written information; Public address announcements for arrivals; Public address announcements for departures; Quality of information on mobile devices; Reliability of real time information on arrivals at transport stops; Reliability of real time information on departures at transport stops; Reliability of real time information on station arrivals; Reliability of real time information on station departures
10 Public transport staff (mean 3.1, range 2.3-3.5)
Ability of staff to deal with incidents; Ability of staff to uphold restrictions (e.g. quiet carriages); Driver ability (e.g. speed and jerkiness of driving); Helpfulness of on board staff; Helpfulness of station staff; Knowledge of staff about service provision; Quality of service provided by staff at stations; Quality of service provided by transport staff on vehicles; Staff upholding anti-discrimination laws; Understanding of staff towards needs of vulnerable transport users; Quality of service provided by call centre staff
11 Quality of travel information during journey
(mean 3.3: range 2.9-3.7)
Adequacy of information for onward journey planning; Clarity and ease of use of audio information; Clarity and ease of use of information displays; Clarity and ease of use of map information; Clarity of directional information; Clarity of warnings and hazards during journey; Clearness of traffic information announcements in stations/transport stops; En route information on mobile devices; Information updates which give sufficient time to change journey (e.g. move to new platform); Reliability of information provided by transport staff; The accuracy of fare information at stations; The accuracy of fare information at transport stops; The accuracy of timetable information at stations; The accuracy of timetable information at transport stops; Clarity of travel information; Provision of information in different languages; Provision of service information in multiple formats
12 Quality of pre-trip information
(mean 3.2: range 2.0-3.6)
Accessibility of pre-trip information; Accuracy of fare information on the Internet/apps; Accuracy of route information on the Internet/apps; Accuracy of timetable information on the Internet/apps; Comprehensiveness of information provided; Ease with which seat reservations can be made; Ease with which transport staff can be spoken to in advance of a journey; Level of information provided to help reach the station or transport stop; Level of information enabling connections to be made; Understandability of information provided;
(continued)
Indicator and average benchmark value
Variables defining the indicator
Provision of information in different languages; Provision of service information in multiple formats; Quality of service provided by call centre staff; Advanced Information on planned service disruption
13 Overall quality of transport infrastructure
(mean 3.3: range 2.4-3.6)
Effectiveness of dedicated lanes for public transport; Transport infrastructure (e.g. whole transport service) appropriate for its purpose; Design of cycle lanes and pavements; Age of transport infrastructure (e.g. whole transport service); Levels of safety around roadworks; Signage to public transport; Level of investment in transport infrastructure (e.g. whole transport service); Overall cleanliness and maintenance; Quality and maintenance of pavements; Quality of the physical surfaces; Level of investment in technology
14 Vandalism and graffiti (mean 3.3: range 2.4-3.5)
Levels of graffiti and vandalism along routeways; Levels of graffiti and vandalism on vehicles
15 Quality of ride (mean 3.7)
Comfortable air conditioning and ventilation; Comfortableness of speed travelled; Level of vibrations; Smoothness of ride; Comfort of seats; Level of crowding; Smooth stopping and starting of vehicles
16 Safety and security while travelling
(mean 3.2: range 3.1-3.3)
Adequate lighting during your journey; Availability of handrails on; Management of safety and security incidents; Provision of CCTV and security staff across the public transport; Regulation of behaviour of other passengers; Safety of travellers with additional needs; Safety on board vehicles; Feeling of security/ safety inside stations; Level of crowding; Protection of baggage against loss and damage; Safety and security at transport stops; Security of parking
17 Support for intermodal travel
(mean 3.1: range 2.1-3.5)
Clarity of signage to transfers to other forms of transport; Ease of transfer to different vehicles; Ease of trip chaining; Information about passenger connection routes and alternatives; Knowledge of staff about multimodal transfers; Length of time available to make connections; Location of information about interconnections; Reliability, consistency and accuracy of real time information for connections; Speed and confidence with which you could locate the necessary information; Ability to buy one ticket which covers different forms of transport; Availability and location of park and ride schemes; Easiness of connections with other modes of transport; Multimodal presentation of transport information
18 Motorised vehicle users’ needs
(mean 3.2: range 2.2-3.4)
Ability to plan and organise journey in advance; Adequacy of directional signage in cities; Behaviour of other drivers; Design of roadways to enable private vehicles to progress at an acceptable rate; Ease of payment of car parking; En route information; Level of conflict with other transport modes; Level of traffic; Levels of prioritisation for private vehicles; Signage on road surfaces; Cost of parking; Parking availability
19 Ticket regulations and flexibility
(mean 3.1: range 2.2-3.4)
Ability to receive same price ticket regardless of where/how it is purchased; Availability of tickets crossing more than one mode of transport; Ability to buy one ticket which covers different forms of transport; Ease of updating/topping up tickets;
Table 12.1 (continued)
Provision of multimodal payment options; Ease of use of ticket issuing machines; Availability of ticket options using different payment methods; Functioning and availability of change/coin giving machines; Availability of pre-payment facilities; Clarity of available options when buying tickets
20 Practical aspects relating to ticketing
(mean 3.1: range 1.9-3.4)
Ticket availability in vehicles; Ticket availability at stations; The ability of staff to correctly inform you of most appropriate ticket; Functioning of online ticketing system
21 Reliability and on-time performance
(mean 3.1: range 2.3-3.6)
Ability of service to cope with extreme weather conditions; Ability of service to make guaranteed connections; Extent to which service was well run; Frequency of delays from breakdowns/maintenance etc.; Length of weight for services; Information on the risks of journey delays before the departure; Number of cancelled services; Number of delayed services; Real time information on disruption or delay of service; Resilience of service to emergencies; Concurrence between actual and planned travel time; Provision of information on service changes and delays
22 Service availability (mean 3.2: range 2.1-3.6)
Coverage of service area by existing transport connections; Directness of the journey (e.g. number of changes); Extent to which transport services fulfil personal mobility needs; Frequency of service at off peak times; Frequency of service on weekends; Frequency of service per weekdays; Hours of service during weekdays; Hours of service during weekends; Service capacity (e.g. adequate provision for number of passengers); Service predictability; Suitability of service for commuting needs; Suitability of service for long journeys; Frequency of service at peak times
23 Ergonomics (mean 3.0: range 2.2-3.6)
Comfort of seats; Width and depth of steps on vehicles; Signage to exits and entrances of vehicle; Size of gap between vehicle and pavement; Level of noise; Temperature control, ventilation and air quality; Variety of seating provision
24 Design for specific user groups
(mean 3.0: range 2.2-3.5)
Wi-Fi provision; Average age of vehicle; Boarding solutions for passengers with reduced mobility; Luggage space on public transport; Design of ticket area on vehicles; Provision of grab rails at different heights through vehicle
25 Value for money of services
(mean 3.2: range 2.3-3.5)
Administration required to purchase reduced fares; Affordability of fares; Cost of purchasing tickets on board; Cost required for making transfers; Extent to which fares affect your mobility choices; Fairness and consistency of ticket costs; Limitations imposed by integrated ticketing; Range of ticket reductions available; Value for money for off-peak services; Value for money for on-peak services; Cost of parking; Fines for incorrect tickets; Value for money of services was good
While Table 12.1 provides indicators that could be used across all modes of transport for all user types, this section addresses mode specific indicators (Tables 12.2-12.7). Again, these indicators have been shown to be of most importance in measuring the quality of the passenger experience on particular transport modes. It should be noted that similar variables may be correlated in different ways depending on the indicator.
