Bay of Plenty Regional Council:
-Bus Satisfaction Survey 2012
Copyright © 2012 Key Research. Confidential and proprietary.
Introduction, Objectives and Methodology
Copyright © 2012 Key Research. Confidential and proprietary.
Page 3
Introduction
•
Bay of Plenty Regional Council (BOPRC) is responsible for planning and contracting for public
transport services within the Bay of Plenty region. It contracts for bus services in Tauranga, Rotorua,
Eastern and Western Bay of Plenty.
•
To enable delivery of the these services, BOPRC receives financial assistance from the New Zealand
Transport Agency. In receiving that assistance, there are a number of requirements that BOPRC has
to meet. One of those is to conduct an annual passenger survey of its contracted bus services.
•
The purpose of the survey is to establish passengers’ perceptions on the quality of these services, to
identify the most important factors that could be improved in the service and motivations for public
transport use.
•
To this end, Key Research were commissioned in 2006-2011 and again in 2012 to undertake a study
involving users of the bus service as well as non-bus users to assess perceptions of the BOPRC bus
service. This report outlines the objectives, methodology and outcomes of this research process.
Copyright © 2012 Key Research. Confidential and proprietary.
Page 4
Objectives
The primary research objectives were to:
Specific to bus users:
•
Establish the levels of satisfaction with the bus services in Rotorua and Tauranga;
•
Identify the most important factor that could be improved in the service;
•
•
Identify use of the Total Mobility (TM) scheme and whether public transport has replaced what previously were
Total Mobility trips;
Analyse frequency and timing of bus use;
•
•
Identify motivations for public transport use over private transport;
Establish methods of finding information on bus services;
Specific to non-bus users:
•
•
Identify likelihood of using buses in the future;
Identify changes required by non-bus users for them to consider using public transport;
•
Determine the reasons for non-use of the bus services.
An additional objective was to:
•
Provide a demographic profile of respondents (such as, gender, age, and income).
Copyright © 2012 Key Research. Confidential and proprietary.
Page 5
Methodology
•
This study involved 803 telephone interviews with 400 bus users (200 from Tauranga and 200 from Rotorua) and 403 non-bus users
(200 from Tauranga and 203 from Rotorua).
•
Interviewing took place between Tuesday 10th April and Tuesday 1st of May 2012.
•
The sampling errors are represented in the table below:
Bus users
Sample
•
Non-bus users
Margin of error
Sample
Margin of error
Tauranga
200
+/-6.93%
Tauranga
200
+/-6.93%
Rotorua
200
+/-6.93%
Rotorua
203
+/-6.87%
Total
400
+/-4.85%
Total
403
+/-4.87%
The following steps were taken to ensure objectivity, validity and reliability of the study:
•
The questionnaire was designed by executives from Key Research in partnership with the Bay of Plenty Regional Council.
•
Respondents were selected for participation using the random number generation service – now provided by KMS Data (this
service was previously supplied by Telecom and Yellow Pages)
•
All telephone interviews were conducted by trained and experienced Key Research interviewers.
•
The research results were processed electronically using statistical software and analysed by executives from Key Research.
Note: The following symbols are used to denote statistically significant differences between results
= Statistically significant difference when compared to the previous years’ result
= Statistically significant difference when compared to locations (Tauranga / Rotorua)
Copyright © 2012 Key Research. Confidential and proprietary.
Executive Summary
Copyright © 2012 Key Research. Confidential and proprietary.
Page 7
Executive Summary (I)
Bus users:
•
In 2012, nearly one half (49%) of Tauranga bus users purport to be using the bus service more than they did 12 months ago.
However, the frequency of weekly bus usage by Tauranga bus users reduced significantly compared to the past three years
and was lower than that of Rotorua bus users.
•
This behaviour may be reflected in the bus service being mainly used for Shopping and Recreation excursions as opposed to
frequent travel for Work. Bus travel for the purpose of Recreation increased significantly, while bus travel for Work was
significantly lower than 2011.
•
Tauranga bus users emphasised Convenience as the most influential factor to increased bus usage, while those in Rotorua
emphasised Not having access to a car as most influential. These findings are largely consistent with overall motivations for
using public transport. Tauranga bus users are increasingly motivated by Social and environmental responsibilities.
•
While Cost savings of bus travel and The high price of petrol remained a key reason for increased bus usage, it was less
influential than in 2011, particularly for Rotorua bus users.
•
The Foldout booklet continued to be the main way bus users find information about the bus service however, Timetable
information at bus stops and the Internet became more popular with Tauranga bus users in 2012.
•
Bus users 55 years and older comprise most of the Off-peak bus usage with almost all bus users 65 years and older stating
they use the bus service during these times. The timing of bus usage relates to household income with bus users from
lower income households making more use of bus travel during Off-peak times. Interestingly, bus users with household
income of $60,000 or more were more likely to use the service at Weekends than those with lower household income.
•
Some of the specific Rotorua bus driver-related issues identified in 2011 appear to be improving with significantly less users
experiencing the Bus being significantly late and having A negative experience with the driver in 2012.
Copyright © 2012 Key Research. Confidential and proprietary.
Page 8
Executive Summary (II)
Non-bus users:
•
Convenience / flexibility / independence continued to be the main reasons that non-bus users prefer to use private transport
and the main reason why non-bus users would not consider the bus service.
•
Similar to 2011’s finding, over two thirds (68%) of non-bus users stated they would consider using the bus service.
•
Non-bus users aged 18 to 34 years were more likely than any other age group to consider using the bus service.
•
Tauranga non-bus users were more likely than Rotorua non-bus users to state that the Timetable / routes are unsuitable as
the reason they choose private transport over public transport.
•
Increasing the Frequency and reliability of bus services would likely have the most impact on increasing bus usage,
especially in Tauranga.
•
Not having access to a vehicle / broken down vehicle were the most commonly mentioned individual circumstances that
would need to change for non-bus users to use the bus service.
Copyright © 2012 Key Research. Confidential and proprietary.
Dashboard - Key Drivers Analysis
Overall Performance of the Bus Service
** Correlation is significant
Page 9
Tauranga – Bus Users
Overall Bus Service Mean - 5.2 (Out of 6)
Pearson’s
Correlation
Coefficient
**
1
Value for money
.562
2
Service reliability
.519
3
Journey time
.487
4
Safety and personal security during the trip
.481
5
Service frequency
.450
6
Vehicle quality / comfort
.447
7
Service availability
.389
8
Safety and personal security at the stops
.339
**
**
**
**
**
**
**
n=200
Value for money, Service reliability and Journey time have the strongest relationship to perceived overall performance of the Bus
Service.
Copyright © 2012 Key
Research. Confidential and proprietary.
Dashboard - Key Drivers Analysis
Overall Performance of the Bus Service
** Correlation is significant
Page 10
Rotorua – Bus Users
Overall Bus Service Mean - 5.5 (Out of 6)
Pearson’s
Correlation
Coefficient
**
1
Vehicle quality / comfort
.520
2
Service frequency
.495
3
Journey time
.494
4
Service reliability
.457
5
Safety and personal security during the trip
.434
6
Safety and personal security at the stops
.369
7
Value for money
.360
8
Service availability
.342
**
**
**
**
**
**
**
n=200
Vehicle quality / comfort , Service frequency and Journey time have the strongest relationship to perceived overall performance of the
Copyright © 2012
Key Research.
Confidential and proprietary.
Bus
Service.
Results – Bus Users
Copyright © 2012 Key Research. Confidential and proprietary.
Frequency of Bus Use
Q3
‘How many days a week do you use the bus service?’
% of respondents
Total Sample
Five times or
more
Three to four
times
Page 12
14
14
15
12
19
8
8
9
10
18
22
22
Rotorua
Tauranga
22
12
8
12
9
6
11
15
13
9
14
21
19
21
23
23
17
22
24
46
51
50
47
48
58
56
51
47
46
59
n=
23
23
54
48
38
66
61
58
21
Infrequently
Average Days:
25
14
41
39
47
Don’t know
10
23
48
Once or twice
10
13
13
18
11
13
23
15
20
12
24
16
19
21
23
26
27
22
14
10
18
25
5
3
2
2
2
2
'06 '07 '08 '09 '10 '11 '12
8
4
3
1
1
'06 '07 '08 '09 '10 '11 '12
3
3
2
2
1
1
'06 '07 '08 '09 '10 '11 '12
2.4
336
2.4
401
2.4
2.4
2.5
2.4
2.3
2.3
2.3
2.3
2.3
2.6
2.4
1.9
2.4
2.5
2.5
2.5
2.5
2.5
416
403
400
406
400
150
207
213
202
200
200
200
186
194
203
201
200
206
2.7
200
Just under one half of bus users (48%) use the bus service Once or Twice per week. On average, Rotorua bus users use the bus
2012 Key Research.
Confidential and
proprietary.
service more frequently (2.7Copyright
days a© week)
than Tauranga
bus
users (1.9 days per week).
Timing of Bus Use (I)
Q6
‘When do you usually use the bus service?’
% of respondents
Categories changed from “Off peak times” and “Peak times” in 2010 to
“Weekdays Off peak times” and “Weekdays Peak times” in 2011.
* Weekend use not asked until 2011
Tauranga
Total Sample
Weekdays Off
peak times
(9am – 3pm
and after
6.30pm)
Weekdays Peak
times (7am-9am
or 3pm to
6.30pm)
Weekends*
Other
n=
Page 13
66
34
67
29
70
27
73
75
68
21
4
4
3
400
406
22
5
3
3
2
'06 '07 '08 '09 '10 '11 '12
4
336
401
416
403
69
69
67
71
79
26
24
71
400
31
26
Rotorua
17
22
150
207
4
5
4
213
202
69
67
70
69
71
37
32
27
30
25
26
23
17
4
3
3
2
'06 '07 '08 '09 '10 '11 '12
5
65
81
25
27
63
71
200
200
200
5
4
1
1
'06 '07 '08 '09 '10 '11 '12
186
3
4
3
5
194
203
201
200
206
200
The timing of bus usage in 2012 was similar to that of 2011 and similar across Tauranga and Rotorua. There was a slight decrease in
Key Research.
Confidential
proprietary.
bus usage at Weekdays Peak times in TaurangaCopyright
(25% ©in2012
2011
compared
withand
22%
in 2012) and Rotorua (26% in 2011 compared
Page 14
Timing of Bus Use (II)
Q6
% of respondents
‘When do you usually use the bus service?’
*Weekend use not asked until 2011
Total Sample
Male
Female
18 - 34
35-44
29
Weekdays Off
peak times
(9am – 3pm
and after
6.30pm)
45-54
72
55-64
65+
<$25,000
$25,000 $59,999
$60,000
or more
32
41
47
71
Household income
Age
Gender
50
70
75
92
89
50
52
41
Weekdays Peak
times (7am-9am
or 3pm to
6.30pm)
45
22
40
21
19
25
Weekends
Other
5
2
n=400
21
2
1
n=120
5
4
n=280
Categories changed from “Off peak times” and “Peak times” in 2010 to
“Weekdays Off peak times” and “Weekdays Peak times” in 2011.
7
5
3
n=38
11
9
7
n=28
n=44
3
n=58
5
3
n=230
7
2
2
n=107
2
4
n=134
6
n=70
= small base size
Bus users aged 65 years and older are more likely to use the bus service during Weekdays Off peak times (92%) than bus users from
Copyright ©other
2012 Key
Research.
Confidential and proprietary.
age
groups.
Q6
% of respondents
*Weekend use not asked until 2011
Weekdays Off peak times (9am – 3pm and
after 6.30pm)
Weekdays Peak times (7am-9am or 3pm to 6.30pm)
Weekends
Other
Page 15
Timing of Bus Use (III)
By Age – 65+ years only
86
95
95
93
92
3
2
2009
1
4
5
1
1
2011
5
3
10
4
2008
n=180
n=204
2010
n=210
n=226
2012
n=230
There has been a slight decline in the proportion of respondents 65 years and older who use the bus service at Weekdays Peak times
(10%Copyright
in 2008
compared
with
5% inand
2012).
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Key Research.
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Page 16
Change in Usage (I)
Q7
% of respondents
‘Do you feel that you use the bus service more than you did 12 months ago?’
Tauranga
Total Sample
Yes – I use it
more
54
I use it about
the same
32
No – I use it less
13
I didn’t use the
bus service 12
months ago
2
'10
n=400
46
42
49
42
Rotorua
36
49
59
45
46
34
46
53
38
30
14
8
1
'11
n=406
12
3
'12
n=400
'10
n=200
51
12
13
12
1
'11
'12
n=200
n=200
45
'10
4
1
'11
10
1
'12
n=200
n=206
n=200
Over two in five bus users increased their bus usage in the last 12 months (42%). Almost one half of Tauranga bus users increased
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© 2012 Key
Research. Confidential
proprietary.
their bus usage over the last 12 months
(49%)
compared
to overand
one
third of Rotorua bus users (36%).
Change in Usage (II)
Q7
‘Do you feel that you use the bus service more than you did 12 months ago?’
% of respondents
Male
Female
39
42
18 - 34
35-44
49
48
46
48
34
I didn’t use the
bus service 12
months ago
12
12
1
1
n=120
n=280
65+
45
43
43
39
11
55-64
39
$25,000 - $60,000
$59,999 Or more
42
41
49
53
42
44
15
12
1
3
16
18
10
7
2
n=38
<$25,000
43
24
No – I use it less
45-54
34
42
32
I use it about
the same
Household income
Age
Gender
Total Sample
Yes – I use it
more
Page 17
n=28
n=44
2
n=58
8
n=230
8
n=107
n=134
n=70
n=400
= small base size
Copyright © 2012
Key to
Research.
and proprietary.
Males (49%) were more likely than females
(39%)
use Confidential
the bus service
More than 12 months ago.
Reasons for Increased Usage (I)
Q7a
% of respondents
Multiple responses allowed
Page 18
‘I use it more than 12 months ago – Why is that?’
Tauranga
Total Sample
21
23
Convenient / easier than car
20
Cheaper than using a car / Increased
petrol prices
14
Don’t have access to a car / can’t drive
13
13
9
Change in personal circumstances
(health / lifestyle)
Change in work circumstances
3
8
I’m more aware of the service
Other
21
30
12
9
2
11
13
21
3
3
7
3
5
1
12
12
11
12
2012
3
15
3
6
n=170
7
2011
4
9
11
23
10
7
4
23
5
2
7
8
3
2
2
15
4
6
4
4
5
20
12
33
16
10
10
25
19
27
11
17
22
35
16
15
21
8
15
10
12
6
I choose to / Habit
More frequent service than last year
30
9
9
I have a SuperGold Card / Smart Ride
card
It’s more reliable
26
24
16
17
Rotorua
10
10
n=97
6
2010
7
4
4
15
13
14
n=73
Cheaper than using a car / Increased petrol prise was mentioned less frequently in 2012 (20%) than in 2011 (30%). Almost one quarter
of Rotorua bus users (23%) stated that they Don’t have access to a car / can’t drive compared to one in ten Tauranga bus users
Copyright © 2012 Key
Research. Confidential and proprietary.
(10%).
Page 19
Reasons for Increased Usage (II)
Q7a
‘I use it more than 12 months ago – Why is that?’
-Other responses
Tauranga
•
Rotorua
More income now.
•
To carry shopping I need more trips.
•
I'm going to town more often, more specials.
•
I prefer to travel on the bus rather than walking.
•
Sometimes I use my bike, other times the bus, it depends on the
weather.
•
I don't drive everywhere I used to. I use the bus a little bit more.
•
Moved from Auckland where we didn't use the bus.
•
I am an overseas student. I didn't use the bus 12 months ago.
•
I was in Auckland before. I went to the city by train. I use the bus a lot in
Tauranga.
•
I have had to cut down my walking, so I walk into town and catch the
bus home.
•
I'm retired because my partner isn't going anywhere so I like to get on the
buses to see what has changed around the Tauranga area.
•
I am more used to the town and can go and get things done.
•
Because I am used to the area and my husband works, so I catch the bus
and go into town.
•
I know the bus drivers and people on the bus.
•
•
It is a good service.
Because of our grandson he loves the buses.
•
We use the bus more because of the grandchildren.
•
There is a bus stop outside house.
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Reasons for Decreased Usage
Q7a
Page 20
‘I use it less than 12 months ago – Why is that?’
Rotorua
Tauranga
•
Because my husband is retired and drives me.
•
When my husband was alive, we used it more.
•
Don't need to. My husband is at home and he has a car.
•
My husband can drop me to work sometimes.
•
•
I use it much less because I am now on a walker after cancer and now my
heart is not good.
•
I have trouble with my legs.
Because I now have a car.
•
I wasn't doing this job 12 months ago.
•
I've got my licence now and I drive more often.
•
I now do part time, not full time work.
•
Because we are in a different area and don't do voluntary work at the moment.
•
Because of working hours, I do shift work.
•
I no longer work as I have two small children.
•
I changed jobs.
•
Sometimes I go to work with my wife in our car.
•
Because of change of employment , I’m not working any more.
•
My work hours have changed.
•
I sometimes take my car.
•
Change of work venue.
•
I used to use the bus most days for school.
•
I am getting older and have arthritis so I don't get about as much.
•
•
I have moved off the bus route, so the service is less convenient for me now.
I am getting older.
•
Health issues to do with my eyesight.
•
The service I used to use was very erratic due to students overloading the
buses.
•
•
The times are not frequent enough and there are not enough buses.
I have found they have moved the bus stop further away and it still doesn't offer
a service that will get me to work in a timely fashion. It does fit in for my return
trip home though.
•
I've moved house.
•
It's not as far away where we live now. The stop is a lot further away. It takes
about ten minutes to walk down.
•
They changed the route and so we use the bus less.
•
The change of bus stop makes it inconvenient now, too far away to walk.
•
When I go into town I do not want to spend so much money.
•
I don't need much in town now.
•
I use it whenever I can now but I did use it five days a week when my car
was out of action.
•
I don't go into town only when I have to now.
•
I use it when I have to.
•
I don't really think about that often but do see the Cityride buses round town.
•
•
All my friends are at university. I don't see my friends as often as before.
I find the bus drivers a bit rude now and have complained about them. They
have sworn in front of my son. I also have a car now to get around.
•
Less reason for going to town.
•
Change of circumstances.
© 2012circumstances
Key Research. Confidential
and the
proprietary.
Having access to a car and a Change in work orCopyright
personal
were
main reasons for decreased bus usage.
Page 21
Main Purpose of Travel (I)
Q5
% of respondents
Multiple responses allowed
‘What is the main purpose of your travel on the bus service?’ – Top three responses
Tauranga
Total Sample
Rotorua
40
41
39
45
47
42
Shopping
44
45
38
40
34
42
43
41
39
38
40
38
35
28
26
38
24
14
28
17
16
12
20
Recreation
23
12
30
16
21
19
15
16
13
17
11
13
9
2012
15
16
25
20
22
Work
30
20
23
34
18
23
2008
2007
22
21
n=200
2009
26
22
20
2010
25
20
28
n=400
2011
14
29
2006
n=200
Shopping (40%), Recreation (26%) and Work (15%) continue to be the main reasons for travel on the bus service. Use of the bus
service for Recreation increased significantlyCopyright
(26%) ©from
2011
(15%),
whileand
bus
travel for getting to / from Work decreased.
2012 Key
Research.
Confidential
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Page 22
Main Purpose of Travel (II)
Q5
% of respondents
Multiple responses allowed
‘What is the main purpose of your travel on the bus service?’ – Other codes
Tauranga
Total Sample
7
5
Health / medical
4
4
2
Study (non-school)
2
4
5
4
5
5
3
3
2
2
2
2
2
School
1
2
2
Visit friends
3
1
3
1
2
2
5
7
3
2
2
2
2
4
4
6
1
1
3
4
3
3
2012
3
3
3
3
3
1
2
3
3
2
5
4
2
1
8
4
2
5
6
4
1
3
2
4
2011
3
3
3
2010
4
2009
1
2
1
1
1
2008
2
2007
1
2
n=400
2006
5
2
Other
4
3
3
1
Sport
6
2
2
3
5
6
2
2
6
5
5
4
4
Rotorua
4
7
3
6
3
12
2
2
5
13
16
3
2
2
9
12
16
n=200
Copyright © 2012
Research.
There were a range of Other responses
forKey
the
mainConfidential
purposeandofproprietary.
travel on the bus service.
n=200
17
Page 23
Main Purpose of Travel (III)
Q5
‘What is the main purpose of your travel on the bus service?’
- Other responses
Tauranga
Rotorua
•
To get home. (4)
•
To get from one place to another. (3)
•
Everything.
•
Grandson loves the bus, he's a special needs child.
•
I walk to town and bus back.
•
To take the car for a service.
•
Usually when my car is not available.
•
To go to town. (6)
•
Everything.
•
It depends on what I want to do.
•
Mix of pleasure and business.
•
Swimming lessons.
•
To get home.
•
Town. Mainly weekends.
Copyright © 2012 Key Research. Confidential and proprietary.
Page 24
Access to Private Transport
Q8
% of respondents
‘Do you have personal access to a private motor vehicle?’
Tauranga
Total Sample
Yes – all of the
time
44
Rotorua
37
48
51
57
61
59
52
57
49
47
55
63
44
53
58
47
59
59
60
68
26
Yes – some of
the time
25
23
16
16
16
16
21
18
25
14
20
26
25
14
15
14
17
17
17
23
25
24
15
No
31
29
33
37
27
24
26
23
'06 '07 '08 '09 '10 '11 '12
n=
336
401
416
403
400
406
27
400
32
30
24
28
28
207
213
202
200
33
17
'06 '07 '08 '09 '10 '11 '12
150
30
200
200
28
'06 '07 '08 '09 '10 '11 '12
186
194
203
201
200
206
200
The number of Rotorua bus users who stated they have access to a private vehicle All of the time has decreased significantly since
Copyright
Confidential
and proprietary.
2011 (60% in 2011 compared with 47% in
2012)© 2012
andKey
isResearch.
significantly
less
than that of Tauranga bus users (68%).
Page 25
Motivation to Use Public Transport (I)
Q12
% of respondents
Multiple responses allowed ‘Why do you use public transport (instead of private transport)?’ – Top four responses
Tauranga
Total Sample
Rotorua
52
50
No alternative / don’t
drive / only one car in
family / don’t own car /
poor health prohibits
driving
42
62
52
59
48
58
48
59
54
45
54
55
52
39
53
38
51
46
47
31
53
35
33
41
37
36
33
32
30
34
17
32
13
19
40
38
46
43
37
Value for money /
cheaper than a car
42
65
49
46
Convenient / less hassle
61
54
34
33
37
26
32
35
17
2011
20
40
15
26
2012
37
30
2010
31
2009
20
20
2008
32
35
31
24
Parking costs /
availability
29
30
40
28
24
2006
25
14
22
13
15
14
n=400
18
32
19
18
15
2007
17
n=200
n=200
There has been a significant increase from Rotorua bus users who use the bus service because it is Convenient / less hassle (51% in
Copyright
© 2012 Key Research.
Confidential
and proprietary.
2012
compared
with 31%
in 2011).
Page 26
Motivation to Use Public Transport (II)
Q12
% of respondents
Multiple responses allowed
‘Why do you use public transport (instead of private transport)?’ – Other codes
Total Sample
Tauranga
17
12
10
10
4
13
7
7
8
12
9
6
6
8
3
3
3
3
3
3
1
1
2012
1
5
5
5
4
2
2
1
3
2010
2009
1
12
8
4
5
3
11
n=400
2006
4
6
5
2007
10
4
3
2008
5
10
10
2011
1
1
6
3
1
9
12
9
Quicker
7
17
13
3
5
9
11
Other
9
9
6
6
I like it
10
9
9
9
9
2
7
6
9
8
Socially /
environmentally
responsible
Rotorua
3
17
11
n=200
14
11
20
n=200
The number of Tauranga bus users who stated that they use public transport because it is Socially / environmentally responsible has
Copyright
© 2012 Key
Research.
Confidential
andcompared
proprietary.
increased significantly from
previous
years
(17%
in 2012
with 9% in 2011).
Page 27
Motivation to Use Public Transport (III)
Q12
‘Why do you use public transport (instead of private transport)?’
- Other responses
Tauranga
Rotorua
•
To avoiding congestion on road. (2)
•
Driving ability is not as good as it was. (2)
•
An outing.
•
For a change. (2)
•
•
Good for the grandchildren.
To unwind during the trip home from work.
•
Because of our grandson, also we can sit back and enjoy as well.
•
I use it for exercise, ride one way and walk back home.
•
I know where all the bus stops are so I can get off or back on again on
Cameron and Fraser Roads and just walk a few metres to where I
want to go.
•
I'm only on my learners license.
•
•
It is a lot cheaper.
If I have been drinking, it's safer to use a bus to get home.
•
If you get back on the bus within the hour, you can still ride on the
same ticket.
•
I am an overseas student.
•
Independence.
•
It’s a personal choice.
•
It takes longer and I can have a good look around.
•
To teach the children how efficient a bus is.
•
It's free.
•
Meet up with other people, it can be social.
•
To get home.
•
To show students the routes and for business.
•
To support the service.
•
Too tired to walk home after walking into town.
Copyright © 2012 Key Research. Confidential and proprietary.
Page 28
Method of Finding Information on Bus Service (I)
Q11
% of respondents
Multiple responses allowed
‘Which of the following do you use to find out about public transport bus services?’
Tauranga
Total Sample
54
A foldout booklet (paper
copy)
31
28
29
32
Timetable information
at the bus stops
www.baybus.co.nz /
website / internet
9
11
11
60
58
75
73
70
77
37
19
16
17
12
14
14
9
8
9
Don't know
1
2
1
1
2
7
78
76
79
78
61
39
39
19
12
13
6
n=400
1
3
2
1
2
2
41
42
40
24
7
8
7
5
9
9
6
15
12
9
5
7
6
6
12
71
70
10
13
14
28
10
12
9
12
11
13
10
9
14
9
12
Other
20
19
49
50
72
34
19
17
8
0800 4 BAYBUS
Rotorua
9
16
16
12
2012
12
2010
2011
18
2009
2
2
1
n=200
2
2008
13
n=200
2007
A foldout booklet (60%) and Timetable information at bus stops (37%) were the main methods used for finding information about the
bus service. There was a significant increase in the number of Tauranga bus users who use A foldout booklet (72%) from 2011
(58%) and Tauranga bus users wereCopyright
more ©likely
toResearch.
use the
Internet
than Rotorua bus users (10%).
2012 Key
Confidential
and(28%)
proprietary.
76
Method of Finding Information on Bus Service (II)
Q11
Page 29
‘Which of the following do you use to find out about public transport bus services?’
- Other responses
Tauranga
Rotorua
•
Through word of mouth. (2)
•
I know the timetable. (10)
•
I have asked for a large print timetable but have not been
given one yet, they are only given to the blind institute
and they should be given more freely.
•
Through word of mouth. (5)
•
•
Advertising. (2)
I have to ask people because I can't read, my eyesight is
not very good.
•
The bus stops right outside, I can see it coming. (2)
•
I know the times.
•
Newspapers. (2)
•
Information centre.
•
As I work at the information centre I give them out all the time.
•
City Focus.
•
I have always known about the buses since we started with them.
•
Just turn up at 9.30am.
•
Ring the council.
•
I just wait for it.
•
Sometimes the drivers have timetables and the
information centre at the i-SITE.
•
Saw green buses driving passed and stood at bus stop to get one.
•
Saw the buses down town.
•
They have used the buses at school and continue to use them. Have used them
for years in Australia.
•
The Council gave me information.
Copyright © 2012 Key Research. Confidential and proprietary.
Improvements to the Bus Service (I)
Q13
Page 30
‘What is the most important thing that you would like to see improved in regards to the bus service?’ - Top four responses
Multiple responses allowed
% of respondents
Total Sample
Rotorua
Tauranga
37
Nothing
38
42
35
12
10
34
5
11
11
8
14
7
More reliable bus
service
39
39
9
More frequent bus
service
37
45
9
5
7
9
7
4
7
1
2012
7
2011
2010
7
Courtesy / attitude of
drivers
5
5
8
3
8
7
4
n=400
13
n=200
n=200
Almost two in five bus users (37%) stated there was Nothing that needed to improve %
inofregards
to the bus service.
Of those
who allowed
stated
respondents
Multiple
responses
an improvement, More frequent service (9%), More reliable service (7%) and Courtesy / attitude of drivers (7%) were the most
frequently
stated
improvements.
Copyright © 2012
Key Research.
Confidential and proprietary.
Improvements to the Bus Service (II)
Q13
Page 31
‘What is the most important thing that you would like to see improved in regards to the bus service?’ – Other responses
Total Sample
Tauranga
6
New bus routes
5
4
Bus shelters at bus stops
4
4
Evening and night buses
4
Changes to existing bus
route
3
Easier accessibility onto
the bus
More direct routes
Improved comfort on
buses
Cheaper bus fares /
concession tickets
3
2
2
2
Rotorua
8
4
6
5
4
12
3
6
7
2
3
1
4
14
6
4
4
12
4
4
3
3
5
3
9
3
3
3
10
4
9
2
5
4
3
4
5
8
6
5
2
4
1
1
3
4
2
4
4
2012
2011
2010
3
17
Other
16
n=400
13
19
13
n=200
18
15
19
18
n=200
Multiple responses allowed
% of respondents
Copyright
© 2012 Key Research.
Confidential and proprietary.
There were a range of Other
responses
for improvement
on the bus service.
Improvements to the Bus Service (III)
Q13
Page 32
‘What is the most important thing that you would like to see improved in regards to the bus service?’
- Other responses
Tauranga
•
•
•
•
•
•
•
•
•
•
•
•
•
•
At certain times I think that mini buses could be used. Even if it was
between Bayfair and Tauranga. At Bayfair people could go on to a bigger
bus because more people use that route to Papamoa.
I feel the buses are far too big. It's a waste of money. I've never seen a bus
full.
Use smaller vehicles during off peak to save a little money.
There are 53 buses a day going to and from Papamoa East to Bayfair, this
is too many, what a waste, it annoys me.
I'm puzzled sometimes as to why there are two buses one after the other
that go down Grenada St to Bayfair?
For the work people there needs to be a timetable to make it easier.
I don't tend to use it in the weekends, maybe more services in the
weekends but I can't really fault them because they can't run buses only
for a few passengers.
I would like the sections to be more spaced out and being able to catch a
bus early Saturday morning for work.
The timetables at the bus stops. I'd like to see more of them.
I would like a timetable at every bus stop, walking public will then know
when the bus goes.
Timetables available at all stops, more buses and information about
them.
I'd needs to be looked at for children otherwise charged adult fees if no
ID.
Overloading of passages should not be happening . Children should not
use a whole seat.
There are no school buses and the buses are now full in the mornings with
the school kids. The kids treat the bus as it's for them and not for the
adults.
•
•
•
•
•
•
•
•
•
•
•
•
•
I didn't see any seat belts and there was an incident where driver
suddenly braked.
I'd like seat belts in the buses.
I would like to see more people using the bus service.
Just more usage by the public.
Keep the bus service.
I would like to see the bus stop cleaned up particularly the one by my
place. Some are appalling, with broken glass, and rubbish. People should
not be allowed to smoke where people are waiting for buses.
Most of the bus stops - Gate Pa and Fraser Cove have a lot of bus shelters
- some owned by the council and some owned by someone else I think. I
would like a glass surround shelter near our house. They are a lot cleaner
- it is water blasted 3 or 4 times a week whereas the corrugated iron and
Perspex shelters that have graffiti are not very good. I think the council is
trying to change them.
There needs to be a patrol system to keep an eye on youthful activities
and to keep things tidy.
Policy that stops people using music on headphones.
Sometimes when we don't have correct change the drivers don't like it.
To keep the cars out of the city and make it pedestrian friendly.
Extend the SuperGold Card times to the same as Auckland.
We are selling our house. There will be a bus outside the retirement
home. I have heard that they are hoping to get a bus service through the
subdivision so we wouldn't have to take our car to the bus stop which is
one and a half kilometres away.
Copyright © 2012 Key Research. Confidential and proprietary.
Q13
Improvements to the Bus Service (IV)
Page 33
‘What is the most important thing that you would like to see improved in regards to the bus service?’
- Other responses
Rotorua
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
Waireki bus has all sorts of problems with the numbers on the bus, they need
to address this. They have put on extra buses but it is still over capacity.
Only my health which is not really great nowadays.
It is okay, but try to get rid of the graffiti.
Better signs on the bus stops.
My whanau work at Richies depot for Richies buses and he put me on to it.
I wish there were more people using the bus service, it is convenient and value
for money.
That it operates on public holidays and better Sunday services. I think it's
always nice at these times for the young families I see on the bus to be able to
get out and about and they can't without a bus running.
Maybe they could look at more buses that are wheelchair friendly, equipped
with ramps. I was on the bus one day and a couple, the husband was in a
wheelchair, had to wait for the next one because that one didn't have a ramp.
Knowing where to access timetables.
More consideration for the elderly is definitely needed especially by students.
More control of the people at the bus stop at Pukuatua Street.
More Polytech buses.
More facility for the disabled people. Some place to put your walker.
Bigger buses for the Polytechnic.
The bus service to Tauranga. I went on it and had to be there at six thirty and
it rocked and rolled all the way through and was quite horrible. Six thirty is
too early. How do tourists get on with such an early start and also on public
holidays this service doesn't run to Tauranga.
Hail a bus is missed. One lady with three children tried to stop the bus and
the driver wouldn't stop so on that occasion I gave her a lift in my car as she
had an appointment with the doctor. Her two older children were at the stop
but the driver would not wait for her.
Keep it going.
•
•
•
The time extended to four o'clock for SuperGold Card users.
More secure bus stops. If I was an older person with no husband I wouldn't
use the Pukuatua Street stop. I have heard they are going to move it to the
library, I hope they do.
Bus transfer request cards if you have a disability.
•
More security on the bus. I feel bus drivers need help if there is trouble on
bus. Was some trouble a couple of months ago. Also to help elderly and
mothers onto the bus.
•
•
Quite happy with the service. Maybe clearer signage on bus.
I reckon there should be a separate bus going to the Polytech because the
students are taking up all the room and it's putting a lot of us older users
off.
More outlets for the bus timetable like local dairy at Ngongotaha.
More security at some bus stops, especially the main one in town.
Timetables more realistic. Not always on time and the buses have been late
occasionally and not stopped for customers. I actually rang them about one
driver in particular.
To be able to wave it down like we used to be able to. Sometimes it doesn't
stop.
Sometimes the bus is very full, I am on the Polytechnic route.
Picking up and letting people off the bus has changed, now only fixed bus
stops. A service to Redwood Forest would be good.
The hail a ride aspect should be bough back, even dial a bus, door to door
service.
We should be able to pull the cord and the bus should let passengers off
when they want to get off in between bus stops.
I would like the modern buses that other suburbs have.
The buses are always stopping and letting people off on the yellow line
outside the Salvation Army, this should stop as it is dangerous.
There is lots of graffiti on the buses. I have had to phone up twice because
the bus hasn't turned up, but pretty good otherwise.
•
•
•
•
•
•
•
•
•
•
•
Copyright © 2012 Key Research. Confidential and proprietary.
Page 34
Bad Experience with Bus Service (I)
Q14
‘Have you personally experienced any of the following within the past 12 months?’ – Top four responses
% of respondents
Multiple responses allowed
55
51
52
55
48
None
Bus not turning up
15
11
13
9
11
14
13
13
11
14
50
40
42
52
57
54
43
18
17
15
22
26
23
31
33
18
18
13
18
16
15
7
11
9
12
2012
2011
10
10
11
2010
2009
2008
16
18
19
13
13
7
7
9
15
n=400
Rotorua
60
62
62
21
24
24
20
22
Bus being significantly late
Bus not stopping at bus stop
Tauranga
Total Sample
n=200
n=200
Rotorua bus users continue to be more likely than Tauranga bus users to have had a negative experience with the bus service.
Rotorua bus users (23%) continue to experience the Bus being significantly late than do Tauranga bus users (18%), however there
Copyright
© 2012who
Key Research.
Confidential and proprietary.
has been a decrease in the number of Rotorua bus
users
have experienced
this (23% in 2012 compared with 31% in 2011).
Page 35
Bad Experience with Bus Service (II)
Q14
‘Have you personally experienced any of the following within the past 12 months?’ – Other responses
% of respondents
Multiple responses allowed
Tauranga
Total Sample
12
Bus overcrowded with
passengers
9
9
14
14
12
12
Unsafe driving
14
11
Negative experience with
the driver
8
16
4
2
Incorrect fare
5
5
14
17
11
10
14
13
13
18
11
17
10
20
11
5
15
1
6
7
24
17
9
2012
2
5
19
12
5
3
3
3
18
11
10
9
16
15
14
3
4
20
19
10
6
18
8
3
3
3
15
9
9
8
2
7
9
16
15
Incorrect route signage on
the bus
8
Rotorua
3
4
2011
2010
4
2009
4
Other
2
1
6
5
n=400
4
1
1
8
3
5
n=200
1
4
4
2008
5
n=200
The number of Rotorua bus users who had a Negative experience with the driver decreased significantly (11% in 2012 compared with
19%
in 2011).
Copyright © 2012
Key Research.
Confidential and proprietary.
Page 36
Bad Experience with Bus Service (III)
Q14
‘Have you personally experienced any of the following within the past 12 months?’
- Other responses
Tauranga
•
Rotorua
A lot of bad driving of other cars around the bus and driver
having to brake.
•
Bus leaving early. (2)
•
Bus leaving early or not staying long enough at the stop.
•
A road rage incident at Te Ngae Road by the bend, a car was
in front of us which was going too slow and the bus overtook
him, the car driver decided he didn't like it and tried to pass the
bus, it became a tussle between the bus and car, the woman
bus driver was so unprofessional in the way she handled this
situation. We should have reported it as we were very worried.
•
Change of route.
•
Driver didn't know the area properly.
•
Some bus drivers argue with the kids over student ID even
though it doesn't say in the information for the timetable.
•
The bus leaving earlier than the time it is meant to leave.
•
The bus passed too early.
•
Driver taking off before passengers seated.
•
The cruise ships make buses late.
•
Local buses going through red lights.
•
There was drinking of alcohol on the bus the driver did
nothing about it.
•
The older buses like on our route don't have a number on the
back like the newer ones do so if you're coming from behind it's
hard to tell if it's your bus until you get up front.
•
You can get onto the wrong bus. Some confusion at times
but not the bus service's fault. However one really needs to
read the timetables fully and understand them.
•
The only complaint I have and I know this isn't the bus services
fault, but the Polytech students can be a real pain sometimes,
noisy.
Copyright © 2012 Key Research. Confidential and proprietary.
Page 37
Tauranga Bay Hopper
Q15
% of respondents
Multiple responses allowed
‘In one sentence what is the best thing about the Tauranga Bay Hopper Service?’
A new question ‘In one
sentence, what is the best
thing about the Tauranga Bay
Hopper Service?’ was added
in
2012
for
Tauranga
respondents only.
Tauranga Respondents Only
The convenience of catching the bus
19
It is a reliable / efficient service
18
The availability / having a bus service
17
The drivers are friendly / helpful
16
It is a good service – general comment
14
The price / It is affordable / It is a cheap option
12
The routes / stops are convenient
11
Receiving SuperGold Card discounts
9
The buses are clean / bright / visible
8
Not having to worry about a car / paying for petrol /
parking
6
Other
Don’t know
4
Other Responses
•
•
It gets some people out of their cars.
It gets the cars off the road and the service runs well.
•
It makes me independent and I have to catch the bus as
I have no car.
•
It's expensive for the service.
•
It's lifting us up into modern times. It's a service to
people of all ages.
•
•
It's useful.
The bus service has improved!
2
n=200
Tauranga bus users were most likely to state The convenience of catching the bus (19%), It is a reliable / efficient service (18%) and
Copyright
© 2012
Research.
and proprietary.
The availability / having a bus service
(17%)
asKey
the
best Confidential
things about
the Taurang Bay Hopper service.
Total Mobility
Total Mobility is run by The Bay of Plenty Regional Council. The
scheme gives financial assistance by way of a voucher that
entitles registered users of the scheme to a 50% discount on taxi
fares. The user is required to pay the other half of the fare to the
taxi driver, at the time the trip is taken. Users of the scheme must
carry a Total Mobility photo ID card to be able to use vouchers.
This section identifies use of the Total Mobility scheme and
whether public transport has replaced what previously were Total
Mobility trips.
Copyright © 2012 Key Research. Confidential and proprietary.
Page 39
Total Mobility Scheme (I)
Q9
% of respondents
‘Have you ever used the Total Mobility Scheme?’
Tauranga
Total Sample
Yes
9
No
91
Don’t know
1
'10
n=400
6
6
3
91
97
7
8
93
91
'11
'12
1
'10
'11
n=406
n=400
n=200
n=200
92
3
Rotorua
9
6
91
93
'12
1
'10
1
'11
n=200
n=200
n=206
4
11
89
'12
n=200
The majority of bus users have Never used the Total Mobility Scheme (93%). Over one in ten Rotorua bus users had used the Total
Copyright
© 2012 Key Research.
Confidential
andTauranga
proprietary. bus users.
Mobility Scheme (11%)
compared
with only
3% of
Page 40
Total Mobility Scheme (II)
Q9
% of respondents
‘Have you ever used the Total Mobility Scheme?’
Yes
No
7
93
Male
Female
5
8
95
92
Household income
Age
Gender
Total Sample
18 - 34
35-44
10
100
90
45-54
55-64
65+
<$25,000
7
5
8
10
91
95
92
90
$25,000 $59,999
$60,000
or more
4
3
96
97
2
Don’t know
n=400
n=120
n=280
n=38
n=28
n=44
n=58
n=230
n=107
n=134
n=70
= small base size
© 2012 Key were
Research.
Confidential
andto
proprietary.
Bus users with a household income of lessCopyright
than $25,000
more
likely
have used the Total Mobility Scheme.
Page 41
Substitute to Total Mobility Trips
Q9A
% of respondents
= small base size
‘To what extent, if at all, has public transport replaced your previous Total Mobility trips?’
Tauranga
Total Sample
A lot
35
35
32
38
Rotorua
33
36
33
27
50
5
Some
A little
9
7
13
13
25
18
6
9
17
27
28
6
17
30
None
14
24
31
13
Don’t know /
not sure
15
2010
n=34
9
n=23
2012
n=28
17
17
16
14
17
9
22
2011
25
36
27
17
13
9
2010
2011
2012
2010
2011
2012
n=11
n=6
n=18
n=12
n=22
n=16
8
Of those bus users who have used the Total Mobility Scheme, almost one third stated that public transport has replaced A lot of their
Copyright
© 2012
Key Research.
Confidential
Total
Mobility
trips
(32%). and proprietary.
Satisfaction with Bus Service
Copyright © 2012 Key Research. Confidential and proprietary.
Q10
Page 43
Performance (I)
n=400
% of respondents
Mean Rating
Total Sample
Value for money
(Maximum of 6)
71
Overall bus service
21
49
Journey time
37
47
Safety and personal security during the trip
49
Service frequency
48
Vehicle quality / comfort
38
33
Safety and personal security at the stops
Service reliability
35
33
Excellent (6)
37
Very good (5)
Good (4)
10
3 1
5.3
11
3 1
5.3
4
5.3
7
17
33
38
5.6
12
41
44
2
14
33
38
Service availability
6
4
15
17
20
Dreadful / very poor / poor (1-3)
5.2
7
5.1
1
5.1
8
2
5.0
8
2
4.9
Don't know
Copyright
© 2012
Key bus
Research.
Confidential
proprietary.
Value for Money remained the attribute of the bus
service
that
users
wereand
most
satisfied with (71% rating it as Excellent).
Page 44
Performance (II)
Q10
% of respondents
Tauranga
Value for money
Mean Rating
(Maximum of 6)
n=200
75
Overall bus service
41
Journey time
42
Safety and personal
security during the trip
41
39
42
Vehicle quality / comfort
39
Service availability
38
Safety and personal
security at the stops
36
Service reliability
34
5.7
51
5.2
12
31
5.2
13
3
12
42
45
Service frequency
51
19
35
12
42
38
38
38
3
8
18
8
5.0
20
7 1
5.0
34
52
27
54
9 1
5.5
10 32
5.4
15
32
37
29
40
33
36
51
10 31
40
49
32
5.5
34
51
5.0
16
6 41
23
56
5.3
5.2
Mean Rating
(Maximum of 6)
n=200
66
5.0
11
16
Rotorua
17
51
14
62
17
21
5.3
5.4
5.1
5.2
9 1
5.0
10 1
4.8
Copyright
© 2012
Research.
and proprietary.
Tauranga bus users were, on average, more satisfied
with
theKey
Value
forConfidential
money (mean
rating of 5.7) than Rotorua bus users (5.5).
Q10A
Page 45
Value for Money
% of respondents
Tauranga
Total Sample
Excellent
68
61
Rotorua
55
68
66
66
70
71
65
69
70
68
72
66
75
68
70
63
29
25
Very good
23
22
10
24
21
20
21
8
5
7
Good 7
6
4
Dreadful / very poor 2
4
2
3
2
2
2
1
1
/ poor 1
'06 '07 '08 '09 '10 '11 '12
Mean Rating
(Max 6)
n=
5.6
336
5.5
401
7
3
1
5.6
416
5.6
403
5.5
400
5.6
406
5.6
400
24
22
21
13
21
8
3
1
3
3
3
7
3
1
20
23
19
6
8
5
1
3
2
1
1
'06 '07 '08 '09 '10 '11 '12
21
26
64
67
66
21
23
21
22
10
6
8
6
5
6
5
2
4
3
2
1
1
1
'06 '07 '08 '09 '10 '11 '12
7
4
7
3
1
5.6
5.4
5.5
5.6
5.6
5.7
5.7
5.5
5.6
5.6
5.5
5.4
5.6
5.5
150
207
213
202
200
200
200
186
194
203
201
200
206
200
Three quarters of Tauranga bus users (75%) rated the Value for money of the bus service as Excellent compared to two thirds of
Copyright
© 2012 Key
Research.
Confidential
Rotorua
bus
users
(66%). and proprietary.
Q10A
Reasons for Dissatisfaction with Value for Money
Tauranga
• For a working class person there is no discount even if a regular user.
Page 46
Rotorua
• Cheaper than paying for petrol but could be cheaper still.
• I think it's expensive. It's too much for a daily fare.
• It could be cheaper.
• Not really cost effective when there are three of you.
• Prices have increased.
• Remember when it was one dollar twenty, now it just keeps going
up and up. Transfer should last all day, not one hour.
• The price of the ticket is high. It's about two dollars to anywhere in
Rotorua.
• We don't have enough money. Too expensive. Good for rich
people, not poor people.
The fare is expensive and Price increasesCopyright
were mentioned
as reasons for dissatisfaction with Value for money.
© 2012 Key Research. Confidential and proprietary.
Q10B
Page 47
Service Availability
% of respondents
Tauranga
Total Sample
Rotorua
34
47
Excellent
58
58
49
51
50
44
49
51
45
38
48
50
64
61
54
54
51
49
23
30
29
10
14
67
35
29
Very good
9
Good
Dreadful / very
poor / poor
Mean Rating
(Max 6)
n=
21
24
15
12
31
25
12
11
33
29
27
12
15
8
7
7 11 8
7
2
2
1
1
1
1
'06 '07 '08 '09 '10 '11 '12
336
5.1
401
5.3
416
5.2
403
5.1
400
5.2
406
5.1
400
9
13
33
27
38
29
30
19
9
5.3
26
9
22
13
12
13
14
9
23
17
13
16
9
13
7
8
8
3
3
2
1
'06 '07 '08 '09 '10 '11 '12
10
10
9
6
6 10 9
6
5
2
2
1
1
1
1
'06 '07 '08 '09 '10 '11 '12
5
5.3
4.9
5.1
5.1
5.0
5.2
5.0
5.3
5.4
5.4
5.3
5.2
5.2
5.2
150
207
213
202
200
200
200
186
194
203
201
200
206
200
© 2012 Key
Confidential
and proprietary.
Tauranga bus users were less likely than RorotuaCopyright
bus users
to Research.
rate Service
availability
as Excellent (38% compared with 49%).
Q10B
Reasons for Dissatisfaction with Service Availability
Rotorua
Tauranga
• Because I have to walk about a kilometre and a half to the bus stop.
• Because to get to one place I have to travel in the wrong direction
first.
• Before this service took over we had two ways to go into town, short
or long, the shorter option is no longer available.
• From where I live, the bus has to go through Otumoetai instead of
straight to town.
Page 48
• Elderly people are having to walk too far to a bus stop.
• I have to walk for ten to fifteen minutes to get to the bus stop.
• I have to walk two kilometres from my workplace to get to it.
• Have issues with the buses running direct.
• I think it is stupid the bus going up through the hospital grounds when
there are so few people who use that stop. Why don't they just go
straight down Lake Road instead?
• I would like it to run more regular.
• I would like a route from Hinemoa Street.
• It would be better if it come along Edgecumbe Rd.
• It's only Cameron Road and Fraser Street routes that you use.
• One way is good but not the return.
• Sometimes they change the route.
• The timing of the service route 60, the first bus is 7.15 and I need to
get it earlier.
• There are no buses from my home to Bayfair. I have to catch a taxi
to Bayfair and then I can catch a bus.
• There are several buses that use a very similar route and they come
together. It would be better if they were spread out.
• There's only one bus that comes directly to us, and if I want to catch
a different bus I have to walk half an hour to another bus stop.
• They changed the route from where the kids go to school, it used to
go down Ngatai Road and now they have to catch two buses.
• Needs to run at night.
• No bus stop close to home. I have to walk ten to fifteen minutes to reach
it.
• Some of the routes are not suitable for me.
• Stagger the times for the workers.
• The bus I take goes right up by the Polytech and when it comes down by
Cantabria Rest Home where a lot of old people want to catch it it's
overcrowded with students and they don't stand up so it's put a lot of
older users off.
• They don't go near my doctor or my eye specialist.
Changes in the bus route, Not enough direct routes, and Inconvenient bus times were reasons for dissatisfaction with Service
Copyright © 2012availability.
Key Research. Confidential and proprietary.
Q10C
Page 49
Journey Time
% of respondents
Tauranga
Total Sample
Rotorua
32
45
Excellent
56
57
49
47
46
47
46
49
49
45
45
42
49
64
48
47
33
35
58
51
66
45
37
Very good
25
29
36
34
34
30
38
32
33
35
33
42
28
8
Good
Dreadful / very
poor / poor
Mean Rating
(Max 6)
n=
12
10
13
13
10
11
7
6
5
5
5
6
3
1
1
1
1
1
1
'06 '07 '08 '09 '10 '11 '12
5.4
336
5.2
401
5.3
416
5.3
403
5.2
400
5.2
406
5.3
400
16
16
12
12
14
12
7
3
8
8
5
9
8
3
2
2
1
1
'06 '07 '08 '09 '10 '11 '12
7
3
34
21
26
13
39
8
14
10
12
8
10
5
5
3
6
4
3
2
1
1
'06 '07 '08 '09 '10 '11 '12
5.5
5.1
5.1
5.2
5.1
5.1
5.7
5.2
5.4
5.5
5.3
5.2
5.2
5.5
150
207
213
202
200
200
200
186
194
203
201
200
206
200
Tauranga bus users were less likely than Rorotua
bus
users
to rate
Journey
time as Excellent (41% compared to 51%).
Copyright
© 2012
Key Research.
Confidential
and proprietary.
Q10C
Reasons for Dissatisfaction with Journey Time
Tauranga
Page 50
Rotorua
• Because of all the stops it takes longer sometimes than a car.
• Buses not keeping to the schedule.
• I had to catch two buses and it took a while to get to school.
• Cost effective side.
• Its not the journey time its the waiting for the bus.
• In and out quite a lot makes the journey long.
• Sometimes the bus is late on a school day.
• Some routes are circular rather than direct to the destination it
takes longer to get there.
• The bus seems to go all around the country to get there.
• The bus I get back takes a big detour coming to my place on the
way and it's very irritating.
• They changed the route and it has become longer.
• The route it takes.
Copyright
2012 Keyare
Research.
Confidential
proprietary.
The wait time for the bus and Indirect
bus ©routes
reasons
forand
dissatisfaction
with Journey time.
Q10D
Page 51
Service Frequency
% of respondents
Tauranga
Total Sample
Excellent
54
49
56
49
55
50
48
41
Rotorua
34
45
46
42
51
51
52
64
27
Very good
25
25
33
26
28
33
Dreadful / very poor
/ poor
Mean Rating
(Max 6)
n=
11
13
11
12
11
11
336
5.2
401
5.3
416
5.2
403
5.3
400
5.2
406
17
28
26
35
5.2
400
12
12
11
21
10
32
25
22
12
8 11 11
6
5
2
2
2
2
'06 '07 '08 '09 '10 '11 '12
14
54
30
23
13
14
12
9
7
7
10 8
5
7
2
2
2
2
1
'06 '07 '08 '09 '10 '11 '12
5.2
33
33
18
Good
67
60
35
27
28
66
49
12
6
9
8
4
10
10
10
8
7
5
4
4
3
2
1
1
1
1
'06 '07 '08 '09 '10 '11 '12
5.3
4.9
5.1
5.2
5.2
5.1
5.0
5.1
5.5
5.5
5.3
5.4
5.2
5.4
150
207
213
202
200
200
200
186
194
203
201
200
206
200
© 2012 Key
Confidential
and proprietary.
Tauranga bus users were less likely than RorotuaCopyright
bus users
to Research.
rate Service
frequency
as Excellent (42% compared with 54%).
Q10D
Reasons for Dissatisfaction with Service Frequency
Tauranga
•
•
•
•
•
It is an hour between buses.
Because it doesn't come to Bayfair Estate I have to go to Bayfair.
I am used to a more frequent service in Christchurch, our bus only comes every half hour
and only one way.
I have to pick up the bus at Bayfair.
I live in Ngatai Road, and I have to walk to town to catch a bus to get to Gate Pa in time
to start work.
•
International standard is that people don't have to wait more than a quarter of an hour.
•
•
•
•
•
•
It takes an hour before the bus comes by again if I miss it.
It's not as frequent as I would hope for and not reliable in timing particularly when
school's in session.
I would like more bus services in the weekend please.
I would like more buses in the weekend, as one hour is to long to wait.
It only passes once an hour.
It’s pretty good doesn't need to come that often.
•
The bus only goes twice an hour, so I have to wait half an hour either side of the trip.
•
The bus service that I take only goes every hour. It's a fine line because if I miss it I have
to wait another hour. There are other buses I can catch that would get me to the
connecting bus stop but I still have to wait for the hourly bus to take me to my
destination, that is, bus 59.
•
The frequency is still too far apart to just pop down to catch the next bus. You have to
know the timetable. It is still not frequent enough in the morning for work and school.
•
There is only one bus to use from where we are or we have to walk to other areas to get
the bus.
There needs to be a more direct bus route to the hospital.
They are only hourly pass our place.
They are spaced out enough for the same route going one way.
They are supposed to come at regular intervals, at the moment they are coming at
random times.
They don't have a bus that goes down Hinewa St and it is a long walk for me to catch the
bus at the Trust.
They're not that frequent. There are only two per hour.
•
•
•
•
•
•
Rotorua
• The bus only comes once every half hour.
• If I need to catch a connecting bus I always have to wait.
• It's only every two hours where I live.
• The polytechnic service bus is very crowded and have to
wait for another bus. Get told to take another bus and
that is full.
• We wish they would go more frequently in the
weekends.
Infrequent services and Not enough buses
were
theKey
main
reasons
for and
dissatisfaction
with Service frequency.
Copyright
© 2012
Research.
Confidential
proprietary.
Page 52
Q10E
Page 53
Service Reliability
% of respondents
Tauranga
Total Sample
38
Excellent
51
41
36
32
33
35
45
41
41
36
34
30
39
36
37
37
27
45
35
37
39
37
Good
Dreadful / very
poor / poor
Mean Rating
(Max 6)
n=
13
14
15
7
3
7
3
15
20
14
11
8
7
6
7
2
1
1
1
'06 '07 '08 '09 '10 '11 '12
5.2
336
5.1
401
5.1
416
5.1
403
5.1
400
4.9
406
4.9
400
12
15
18
16
12
9
15
6
3
20
36
32
35
18
14
36
36
25
13
10
11
6
7
3
3
2
1
'06 '07 '08 '09 '10 '11 '12
8
38
35
31
14
41
56
38
29
15
37
45
55
40
Very good
45
39
Rotorua
13
16
21
9 12 10
6
5
6
2
2
2
1
1
'06 '07 '08 '09 '10 '11 '12
5
5.3
4.9
5.0
5.2
5.1
4.9
5.0
5.1
5.2
5.3
5.0
5.0
4.9
4.8
150
207
213
202
200
200
200
186
194
203
201
200
206
200
Copyright
© 2012 Key reliability
Research. Confidential
and proprietary.
On average, ratings of
the Service
remained
similar to 2011.
Q10E
Reasons for Dissatisfaction with Service Reliability
Rotorua
Tauranga
•
•
•
•
•
•
•
A couple of times the driver drove pass without stopping.
Again, it frustrates me. One of the main reasons is that it doesn't run to time
especially when school's in session.
If the bus brakes down there is no replacement or they miss the time slot all
together and I'm often late for appointment and miss them also.
In Welcome Bay they never seem to run on time, they are either early or running
late especially the Osprey Drive bus.
Most of the buses out here are 10 minutes either side of their schedule.
No. 36 is always late. Nos. 2 and 33 are much more reliable.
Not reliable, it is the same for everyone in my work group.
•
One bus stop at one time where the bus is frequently late. I catch the
cherrywood bus at 2 minutes past 8 and frequently find it late. The timetable
does say that it can be 5 minutes late but it is often later than 5 minutes.
•
Quite often I get there early and it's already gone. Other times I can be on time
and it's late. A couple of occasions it hasn't come at all.
The bus is late and drive passes you without stopping.
The bus service is inconsistent.
The buses are never on time. The 5 past 10 bus is never on time, usually about
12 past 10. The bus is guaranteed to be 4 or 5 minutes late. That's any bus stop
regardless. They are never on time anywhere. School times are the worst. It does
depend on the day - sometimes some of the buses come direct from the Mount.
Coming to Greerton, that bus can be 5 to 10 minutes late and they don't have
replacement buses. Not the driver's fault. Accidents make the buses late.
Theres been times when its not run to schedule, quite often actually.
•
•
•
•
•
When I'm going one way I see the buses going the opposite way. Once I walked
the bus route from Bayfair. I walked down to Sunrise Avenue and the only bus
that I saw was going the opposite way. There was no bus going the way I was
walking. Other people that I know have said the same thing.
Page 54
• A fault at the traffic lights made the bus late.
• At certain times of the day you think, "has the bus conked out". I think
they are held up when there is more traffic on the road at certain times,
especially when kids are coming out of school, so it's not their fault.
• Buses do break down occasionally but they are better gradually.
• Erratic service because of too many students.
• Erratic services, too many passengers.
• I've found the five o'clock bus from town didn't turn up on several
occasions.
• Never on time, most of time.
• On the last run at night the bus has been ten minutes early several times.
The day service is good though.
• Recently, because they are running late, some buses misses out one stop
and you may have to wait for three quarters of an hour for the next one.
• Sometimes it comes earlier than the timetable says and we miss it.
• Sometimes it leaves too early, like today it was just by a minute and he
didn't see me so I had to wait.
• Sometimes it's quite late, five to ten minutes, or doesn't come at all.
• Sometimes passes people when running late.
• The bus breaks down, communication and rectifying the situation is the
problem and the back up service is not sufficient.
• They are mostly early or late.
• They are often late.
• They're hardly ever on time.
• Too crowded and have to wait.
Buses not running on time was the
main
reason
for dissatisfaction
with the Service reliability.
Copyright
© 2012
Key Research.
Confidential and proprietary.
Q10F
Page 55
Safety and Personal Security During the Trip
% of respondents
Tauranga
Total Sample
Rotorua
39
50
49
47
58
54
49
74
Excellent
56
53
45
51
46
61
64
35
33
31
27
29
33
37
39
36
52
61
42
32
45
72
78
35
44
22
35
36
27
24
27
Very good
21
13
Good
Dreadful / very
poor / poor
9
9
8
22
8
14
9
4
6
6
3
4
4
2
2
1
1
1
1
'06 '07 '08 '09 '10 '11 '12
Mean Rating
(Max 6)
5.7
5.3
5.4
5.3
5.2
5.3
5.3
n=
336
401
416
403
400
406
400
19
14
9
8
7
13
4
4
5
7
4
2
3
2
1
1
1
'06 '07 '08 '09 '10 '11 '12
3
3
5.8
150
5.1
207
5.4
213
5.3
202
5.3
200
5.5
200
5.3
200
13
10
5.4
5.4
10
10
11
15
7 11 8
5
5
3
1
1
1
1
1
'06 '07 '08 '09 '10 '11 '12
3
4
5.6
186
194
203
5.2
201
5.1
200
5.2
206
5.3
200
The number of bus users that rated Safety and personal security during the trip as Excellent has decreased from 2011. Tauranga bus
© 2012 (45%)
Key Research.
and proprietary.
users who rated this aspect asCopyright
Excellent
hasConfidential
decreased
significantly from 2011 (64%).
Q10F
Page 56
Reasons for Dissatisfaction with Safety and Personal Security During the Trip
Tauranga
• It is better at the front of the bus than at the back of the
bus.
• Going too fast over bumps and around round-a-bouts
and corners.
• It depends on where you sit on the bus. From halfway to
the back of the bus, college kids spread themselves out.
The bus is full. Kids mouth off at us. A college boy had 2
seats to himself and would not move over. Very rude. It
is a real eye opener. You need to ride on them to see
what really goes on.
• Neutral feelings.
Rotorua
• Bus drivers seem to fiddle with their till before we get to our final
destination, they are watching the keyboard and not the road.
• Drivers seem to be driving quite fast, I expect maybe due to their
timetables being a bit tight.
• Drivers start off before I sit down.
• Drunk people and language has been a worry recently. Some scary
people on bus even in the early morning.
• It's not so much safety but more personal comfort. So many
students making it overcrowded, especially as they don't stand up
for older people nowadays.
• Not all drivers wait for you to sit down and they drive off and I've
fallen down twice and sometimes seats with wheelchair access are
limited and sometimes there is nothing to hold on to there.
• Some people shouldn't be on the bus and have scared
me. There has been drinking on the bus, people putting
feet on the seats and skate boards and surf boards are
not covered.
• Optional seat belts.
• Speedy drivers and they take off before the passengers
are seated.
• The bus drivers take the corners too sharp.
• Seat belts for kids would be good.
• Thrown around by the driver on one very bad trip.
• Too many street kids around at times.
Unsafe bus driving and The behaviour of other bus users were the main reasons for dissatisfaction with Safety and personal security
during
the trip.
Copyright © 2012
Key Research.
Confidential and proprietary.
Q10G
% of respondents
Tauranga
Total Sample
44
52
Excellent
45
34
38
39
48
49
67
33
27
50
42
35
27
36
41
54
56
63
38
43
40
57
35
15
14
15
12
17
10
6
5
11
8
6
5
5
5
2
2
1
1
1
1
'06 '07 '08 '09 '10 '11 '12
20
16
17
32
38
38
40
31
12
33
38
24
27
32
22
n=
36
41
Very good
Mean Rating
(Max 6)
Rotorua
74
35
Good
Dreadful / very
poor / poor
Page 57
Safety and Personal Security at the Stops
23
18
14
6
6
6
8
7
5
8
5
3
2
2
1
1
1
'06 '07 '08 '09 '10 '11 '12
5.5
5.2
5.3
5.2
5.0
5.3
5.0
5.5
5.0
5.2
5.3
5.1
5.4
5.0
336
401
416
403
400
406
400
150
207
213
202
200
200
200
15
17
13
7
12
13
14
15
9
6
5
4
1
1
1
1
'06 '07 '08 '09 '10 '11 '12
7
6
3
5.5
5.3
186
194
5.4
203
5.1
201
4.9
200
5.2
206
5.0
200
The number of bus users that rated Safety and personal security at stops as Excellent has decreased from 2011. Tauranga bus users
Copyright © 2012
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proprietary.
who rated this aspect as Excellent
(36%)
has decreased
significantly
from 2011 (56%).
Q10G
Page 58
Reasons for Dissatisfaction with Safety and Personal Security at the Stops
Tauranga
• Depends on the area you are in, it can be concerning.
• It doesn't have a seat, a bus stop shelter or a timetable. It is impossible
to verify times.
• It is dodgey at a bus stop, the young people are not safe to be around.
• It's a bit seedy in Willow St its dark in winter and not very nice.
• Willow street is unsafe, there are unsafe people at this stop.
• No security in the downtown area; young people do not give one a
sense of wellbeing when we have to wait with then; they turn the place
a bit grotty.
• Some bus stops are out of the way they are a bit lonely.
Rotorua
• Areas not great.
• Feel a bit insecure. Lot of young people wrecking the bus areas. Here and
in town.
• I am not happy at the town bus stop at times.
• In town it's pretty rough. There's quite often a lot of trouble with youths
hanging around there.
• It can be a bit scary in the dark getting off as the lighting is not good.
• Need a shelter at Hinemoa Street Boys High.
• No footpath. Unsafe place for a bus stop. No shelter.
• No seats available in the city depot on route three.
• Sometimes I can't trust some of the college kids. Some of them spread
themselves - bags and sometimes food - across the seats so you can't
sit down and they can be cheeky.
• People push to get on the bus first and don't have respect for elders.
• Pretty dreadful, the other day I gave up and got a taxi as there were some
awful people at Pukuatua Street, bad language and spitting.
• Stops don't have places to keep you dry.
• Should ahve cameras atr the main stop in town.
• There are no light and lots of traffic to stop a bus.
• Sometimes there are problems, especially when have to wait long time.
• There are people hanging about in Willow St lurking about and make
you feel uncomfortable.
• The bus stop top of Sunset Road needs a shelter.
• There are some rowdy crowds sometimes.
• The bus stops are open to the elements and covered with graffiti.
• Where the bus stops opposite the library, there is mostly an element
there. I wouldn't like my wife to go there in the evening.
• The main stop in town, at times I don't feel comfortable there.
• You can’t control who is going to be there and sometimes its not safe
for a single woman on her own.
• You don't feel very safe at night when your bus doesn't turn up, the five
o'clock one I mentioned before, especially into the winter when it's dark
at that time.
• The main stop is not nice at all, a lot of swearing and I feel a little unsafe.
The main reason for dissatisfaction with Safety and personal security at the stops was mainly due to undesirable people hanging
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bus stops.
Q10H
Page 59
Vehicle Quality / Comfort
% of respondents
Tauranga
Total Sample
Excellent
55
48
46
33
39
42
40
41
36
Very good
n=
336
44
41
37
45
39
52
5.3
401
5.2
416
41
56
61
42
40
34
41
34
14
12
17
5.1
403
5.1
400
5.2
406
5.1
400
15
10
9
3
3
16
7
7
4
5
4
3
1
1
1
'06 '07 '08 '09 '10 '11 '12
37
40
40
16
17
28
27
15
15
38
55
17
13
36
42
43
37
8
6
4
6
3
5
4
1
1
1
1
'06 '07 '08 '09 '10 '11 '12
5.4
38
53
36
12
Mean Rating
(Max 6)
38
39
15
Good
Dreadful / very
poor / poor
45
37
38
Rotorua
13
12
9 10
8
5
6
6
4
2
2
1
1
'06 '07 '08 '09 '10 '11 '12
5.5
5.1
5.1
5.1
5.2
5.4
5.2
5.4
5.5
5.3
5.2
5.0
5.1
5.1
150
207
213
202
200
200
200
186
194
203
201
200
206
200
The number of bus users that rated Vehicle quality / comfort as Excellent (38%) has decreased from 2011 (45%). Tauranga bus users
who rated this aspect as Excellent
(39%)
has decreased
significantly
from 2011 (52%).
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Page 60
Q10H
Reasons for Dissatisfaction with Vehicle Quality / Comfort
Tauranga
• In winter there is no heating.
Rotorua
• Bus is over crowded. I need to stand.
• Feel more comfortable on newer buses as I have a walker.
• The buses are not luxury. They're ordinary city council. They
cater for all chairs - mobility, pushchairs, etc. Tilting the bus
allows people to get on more easily. Can tilt the bus so that
people only have to get on the bus 4 inches from the kerb
outside.
• I find it difficult because I am a very tall lady. I can't sit in the front seats
near the driver for disabled or pushchair people although there is more
legroom there so I go to the back seat where there is enough legroom for
me in the aisle.
• Not very comfortable when sitting on bus. Too many people.
• They are pretty but not flash.
• They rattle a lot.
• One or two of the buses are a bit scruffy.
• See people with prams and elderly with walking frames. Is difficult for them.
Some buses tagged and looks very ugly.
• Short in knee length.
• Some of the buses are getting a bit old, seats tatty and uncomfortable.
• Think the seats are uncomfortable.
• Sometimes dirty.
• The buses seem to need cleaning from time to time, they seem dirty from
the inside.
• They could be more comfortable.
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proprietary.
Buses being crowed, Old andCopyright
Uncomfortable
wereConfidential
the main
for dissatisfaction.
Q10I
Page 61
Overall Bus Service
% of respondents
Tauranga
Total Sample
58
60
Excellent
56
52
51
53
Rotorua
41
49
49
60
53
55
53
49
52
61
28
Very good
31
31
36
11
11
5.5
336
5.4
401
37
10
7
6
6
3
2
3
4
3
3
4
3
3
2
1
1
1
'06 '07 '08 '09 '10 '11 '12
Good
Dreadful / very
poor / poor
n=
37
28
33
36
33
28
30
10
Mean Rating
(Max 6)
32
5.4
416
5.4
403
5.3
400
5.3
406
5.3
400
31
8
7
3
12
4
3
9
2
2
9
3
11
3
3
56
39
34
31
34
25
12
5
1
'06 '07 '08 '09 '10 '11 '12
5
54
68
41
35
48
58
6
3
8
3
4
6
3
4
13
11
9
5
4
4
2
2
1
1
1
'06 '07 '08 '09 '10 '11 '12
5.6
5.3
5.3
5.4
5.4
5.4
5.2
5.4
5.6
5.5
5.4
5.3
5.3
5.5
150
207
213
202
200
200
200
186
194
203
201
200
206
200
Rotorua bus users were more likely to rate the
Overall
bus
as Excellent
(56%) than Tauranga bus users (41%).
Copyright
© 2012
Key service
Research. Confidential
and proprietary.
Q10I
Page 62
Reasons for Dissatisfaction with Overall Bus Service
Tauranga
Rotorua
• Buses are not frequent enough. (2)
• Because I think it could improve.
•
I would like more kneeling buses for the elderly folk.
• Drivers are not always helpful with disabled people.
• I do think their routes should go back to the old one.
• I have been on buses when they have been rude to me when asked a
question and sworn in front of my son.
• It's not as frequent as I would hope for and not reliable in timing
particularly when school's in session.
• Need more buses.
• Overloaded at peak times and very full and sometimes they don't
stop.
• The bus service would be ok if they ran the way they're supposed to.
Sometimes the bus has gone right past and hasn't stopped. Once
there was 3 of us waiting and the bus went right past. Maybe the bus
was rushing through the route. I feel if they leave Bayfair at 11.30
and they're meant to be at Palm Beach Plaza at 12 o'clock they just
carry on driving. Are the drivers trying to get their bus schedule right?
• There is not enough services in the morning and they should be more
spaced out.
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2012dissatisfaction
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Frequency was the main reason
for
withand
the
overall bus service.
Net Promoter Score (NPS)
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Page 64
Net Promoter Score
Q16
‘How likely is it that you would recommend the Bay Hopper / Cityride service to a friend / family member or colleague?’
Total Sample
NPS
Promoters (9-10)
+51
60
+43
54
+39
50
Tauranga
+48
+36
Rotorua
+45
+54
+49
44
49
56
57
+32
63
58
34
30
Passive (7-8)
34
34
34
34
30
27
26
12
Detractors (0-6)
Don’t know
11
11
9
1
5
5
2010
2011
2012
n=400
n=406
n=400
13
9
5
9
11
9
2
6
9
2010
2011
2012
2010
2011
2012
n=200
n=200
n=200
n=200
n=206
n=200
% of respondents
The Net Promoter Score of the bus service as a whole has continued to decrease since 2010. Tauranga bus users are more likely to be
Promoters Copyright
of the ©bus
than
Rotorua
bus users.
2012 service
Key Research.
Confidential
and proprietary.
Q17
Page 65
Reasons for Promoters / Passive Scores (7 – 10) (I)
% of respondents
Multiple responses allowed
‘Why is that?’ – Top four responses
Tauranga
Total Sample
Rotorua
41
No complaints / good service
(general comment)
33
49
44
23
24
10
12
27
15
14
9
16
18
Convenient / easy
53
22
20
I would recommend it (no further
explanation)
46
12
23
20
15
17
25
23
26
2012
23
2011
2010
12
Value for money
18
13
12
8
12
n=337
11
13
n=179
14
n=158
No complaints / good service was the most stated reason for Promoter and Passive NPS scores from Tauranga and Rotorua bus
Key Research.
Confidential
and proprietary.
users. Tauranga bus users were moreCopyright
likely ©to2012
state
Convenient
/ easy
(23%) than Rotorua bus users (15%).
Q17
Page 66
Reasons for Promoters / Passive Scores (7 – 10) (II)
% of respondents
Multiple responses allowed
‘Why is that?’ – Other responses
Tauranga
Total Sample
Cheaper than using a car
7
4
6
Reliable service / on time
5
5
No parking hassles
Goes to where I want it to go
2
Environmentally friendly
2
7
6
10
5
6
4
8
5
4
1
9
8
7
7
10
2
1
3
3
5
8
3
4
1
3
4
2
1
9
4
6
3
13
2
2
3
3
2
2
I don’t want to lose the
service
13
7
4
3
2
Helpful / friendly drivers
8
3
2
Regular service / frequency
Rotorua
4
1
7
4
1
4
13
6
2012
1
2011
2010
Other
1
8
1
13
n=337
7
1
14
n=179
Copyright © 2012 Key Research. Confidential and proprietary.
9
n=158
13
Q17
Reasons for Promoters / Passive Scores (7 – 10) (III)
‘Why is that?’
- Other responses
Tauranga
Rotorua
• Most of my friends use the bus.
• I would but if they had a bad experience like I did with the bus
not turning up they won't use it again so it has to be on time.
As an example a friend of mine out at Hinemoa Point waited
for a bus and it just never came so she is given up on the
service.
• That would depend where they live it's their choice.
• Depends where you’re going.
• The bus is now treated as a school bus service and not a workers bus.
The buses are full and the they do not run on time any more.
• I would but I wouldn't recommend elderly travel while
students are on the bus, they are the biggest problem.
• Depends where people live because there are hilly areas.
• I don't know whether it would be cheaper cost wise for a
family to use the bus service.
• I don't know many who use it.
• I am a student at a language school. I would like to visit friends out of
school and they all use the bus.
• I like going on it so perhaps others would too.
• Depends if I'm asked my advice on them or not.
• Depends on where they live etc. It’s not up to me.
• There are things they could improve on such as more
accessible buses with people with disabilities and those with
prams. For elderly it is a big step up for some of them.
• I would like to see the elderly use the bus more often.
• Would depend on when and why you were catching the bus.
Copyright © 2012 Key Research. Confidential and proprietary.
Page 67
Q17
Page 68
Reasons for Detractor Scores (0 – 6)
Tauranga
Rotorua
• No reason my son uses the bus only sometimes to get to school.
• Bus is easy to catch especially if you have a SuperGold Card.
• Don't spend a lot of time thinking about the buses, think the buses
are too big should have smaller buses.
• Tell them the good things and bad things about the bus services.
Most of the time I can get a bus when I need it, having to wait for
the bus and it's left early or later and have missed appointments.
• Not all our friends have SuperGold cards. They have to pay $2.60.
Between 3pm - 6pm, we have to pay.
• Because it's not consistent enough.
• The bus service is OK but they really need to have a bus running
early on Saturday mornings.
• Because there is not enough of them.
• I put up with all the faults as it is my personal option but I wouldn't
like other people to have to put up with them.
• I would recommend it. (12)
• Not really. If they want to use the bus it's their choice.
• It’s a personal choice.
• I wouldn't I would leave it to their personal preference.
• Haven't thought about it.
• I feel I haven't used it that much to recommend to others just yet.
• Thinking about learning to drive and getting a car because of issues I
have.
• Most of my friends own their own cars.
• I try not to use the bus anymore, it won't stop near my street as it is so
busy.
• Because I don't know many here and they could figure it out for
themselves.
• If you're an able body person then the bus would be great to use.
The main reason given for a Detractors score from Tauranga bus users was consistency and frequency, whereas Rotorua bus users
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Confidential
proprietary.
were more likely to state It is a personal choice. Rotorua
Detractors
who
gave and
a score
of 5 or 6 would recommend the bus service.
Summary – Bus Users
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Summary – Bus Users (I)
Page 70
Frequency of bus use:
• The majority of bus users (48%) use the bus service Once or Twice per week.
• On average, Rotorua bus users use the bus service more frequently (2.7 days a week) than Tauranga bus users (1.9 days per
week).
Timing of bus use:
• The timing of bus usage in 2012 was similar to that of 2011 and similar across Tauranga and Rotorua. There was a slight
decrease in bus usage at Weekdays Peak times in Tauranga (25% in 2011 to 22% in 2012) and Rotorua (26% in 2011 and 23%
in 2012).
• Bus users aged 65 years and older are more likely to use the bus service during Weekdays Off peak times (92%) than bus users
from other age groups.
Change in usage:
• Over two in five bus users increased their bus usage in the last 12 months (42%). Almost one half of Tauranga bus users
increased their bus usage over the last 12 months (49%) compared to over one third of Rotorua bus users (36%).
• Males (49%) were more likely than females (39%) to use the bus service More than 12 months ago.
Reasons for change in usage:
• Cheaper than using a car / Increased petrol prises was mentioned less frequently in 2012 (20%) than in 2011 (30%).
• Almost one quarter of Rotorua bus users (23%) stated that they Don’t have access to a car / can’t drive compared to one in ten
Tauranga bus users (10%).
• Having access to a car and a Change in work or personal circumstances were the main reasons for decreased bus usage.
Copyright © 2012 Key Research. Confidential and proprietary.
Summary – Bus Users (II)
Page 71
Main purpose of travel:
• Shopping (40%), Recreation (26%) and Work (15%) continue to be the main reasons for travel on the bus service.
• Use of the bus service for Recreation increased significantly (26%) from 2011 (15%), while bus travel for getting to / from Work
decreased.
Access to private transport:
• The number of Rotorua bus users who stated they have access to a private vehicle All of the time has decreased significantly
since 2011 (60% in 2011 to 47% in 2012) and is significantly less than that of Tauranga bus users (68%).
Total Mobility Scheme:
• The majority of bus users have Never used the Total Mobility Scheme (93%).
• Over one in ten Rotorua bus users had used the Total Mobility Scheme (11%) compared with only 3% of Tauranga bus users.
• Bus users with a household income of less than $25,000 were more likely to have used the Total Mobility Scheme.
• Of those bus users who have used the Total Mobility Scheme, almost one third stated that public transport has replaced A lot
of their Total Mobility trips (32%).
Motivation to use public transport:
• There has been a significant increase from Rotorua bus users who use the bus service because it is Convenient / less hassle
(51% in 2012 compared with 31% in 2011).
• The number of Tauranga bus users who stated that they use public transport because it is Socially / environmentally
responsible has increased significantly from previous years (17% in 2012 compared with 9% in 2011).
Copyright © 2012 Key Research. Confidential and proprietary.
Summary – Bus Users (III)
Page 72
Method of finding information on the bus service:
• A foldout booklet (60%) and Timetable information at bus stops (37%) were the main methods used for finding information
about the bus service.
• There was a significant increase in the number of Tauranga bus users who use A foldout booklet (72%) from 2011 (58%) and
Tauranga bus users were more likely to use the Internet (28%) than Rotorua bus users (10%).
Improvements to the bus service:
• Almost two in five bus users (37%) stated there was Nothing that needed to improve in regards to the bus service.
• Of those who stated an improvement, More frequent service (9%), More reliable service (7%) and Courtesy / attitude of drivers
(7%) were the most frequently stated improvements.
Bad experiences with the bus service:
• Rotorua bus users continue to be more likely than Tauranga bus users to have had a negative experience with the bus service.
• Rotorua bus users (23%) continue to experience the Bus being significantly late than do Tauranga bus users (18%), however
there has been a decrease in the number of Rotorua bus users who have experienced this (23% in 2012 compared with 31% in
2011).
• The number of Rotorua bus users who had a Negative experience with the driver decreased significantly (11% in 2012
compared with 19% in 2011).
The best thing about the Bay Hopper Service:
• Tauranga bus users were most likely to state The convenience of catching the bus (19%), It is a reliable / efficient service (18%)
and The availability / having a bus service (17%) as the best things about the Taurang Bay Hopper service.
Copyright © 2012 Key Research. Confidential and proprietary.
Summary – Bus Users (IV)
Page 73
Net promoter score (NPS):
• The Net Promoter Score of the bus service as a whole has continued to decrease since 2010. Tauranga bus users are more
likely to be Promoters of the bus service than Rotorua bus users.
• No complaints / good service was the most stated reason for Promoter and Passive NPS scores from Tauranga and Rotorua bus
users. Tauranga bus users were more likely to state Convenient / easy (23%) than Rotorua bus users (15%).
• The main reason given for a Detractors score from Tauranga bus users was consistency and frequency, whereas Rotorua bus
users were more likely to state It is a personal choice. Rotorua Detractors who gave a score of 5 or 6 would recommend the
bus service.
Satisfaction with the bus service:
• Value for Money remained the attribute of the bus service that bus users were most satisfied with (71% rating it as Excellent).
• Tauranga bus users were, on average, more satisfied with the Value for money (mean rating of 5.7) than Rotorua bus users
(5.5).
Value for money:
• Three quarters of Tauranga bus users (75%) rated the Value for money of the bus service as Excellent compared to two thirds
of Rotorua bus users (66%).
• The fare is expensive and Price increases were mentioned as reasons for dissatisfaction with Value for money.
Service availability:
• Tauranga bus users were less likely than Rorotua bus users to rate Service availability as Excellent (38% compared with 49%).
• Changes in the bus route, Not enough direct routes, and Inconvenient bus times were reasons for dissatisfaction with Service
availability.
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Summary – Bus Users (V)
Page 74
Journey time:
• Tauranga bus users were less likely than Rorotua bus users to rate Journey time as Excellent (41% compared with 51%).
• The wait time for the bus and Indirect bus routes are reasons for dissatisfaction with Journey time.
Service frequency:
• Tauranga bus users were less likely than Rorotua bus users to rate Service frequency as Excellent (42% compared with 54%).
• Infrequent services and Not enough buses were the main reasons for dissatisfaction with Service frequency.
Service reliability:
• On average, satisfaction with Service reliability remained similar to 2011.
• Buses not running on time was the main reason for dissatisfaction with the Service reliability.
Safety and personal security during the trip:
• The number of bus users that rated Safety and personal security during the trip as Excellent has decreased from 2011.
Tauranga bus users who rated this aspect as Excellent (45%) has decreased significantly from 2011 (64%).
• Unsafe bus driving and The behaviour of other bus users were the main reasons for dissatisfaction with Safety and personal
security during the trip.
Copyright © 2012 Key Research. Confidential and proprietary.
Summary – Bus Users (VI)
Page 75
Safety and personal security at the stops:
• The number of bus users that rated Safety and personal security at stops as Excellent (38%) has decreased from 2011 (45%).
Tauranga bus users who rated this aspect as Excellent (36%) has decreased significantly from 2011 (56%).
• The main reason for dissatisfaction with Safety and personal security at the stops was mainly due to Undesirable people
hanging around bus stops.
Vehicle quality / comfort:
• The number of bus users that rated Vehicle quality / comfort as Excellent has decreased from 2011. Tauranga bus users who
rated this aspect as Excellent (39%) has decreased significantly from 2011 (52%).
• Buses being crowed, Old and Uncomfortable were the main reason for dissatisfaction.
Overall bus service:
• Rotorua bus users were more likely to rate the Overall bus service as Excellent (56%) than Tauranga bus users (41%).
• Frequency was the main reason for dissatisfaction with the Overall bus service.
Copyright © 2012 Key Research. Confidential and proprietary.
Results – Non-Bus Users
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Page 77
Reasons for Non-Bus Use (I)
Q18
% of respondents
‘Why do you use private transport (instead of public transport)?’ – Top five responses
Multiple responses allowed
Total Sample
Tauranga
69
64
71
61
59
63
55
53
55
Convenience /
flexibility /
independence
58
59
56
26
17
4
26
27
37
35
34
18
5
9
8
3
7
8
19
16
15
11
10
9
5
12
7
n=403
8
25
18
21
20
32
6
54
61
48
28
13
15
15
17
2012
12
2011
14
12
15
2010
2009
14
2008
10
13
12
15
15
12
13
11
19
15
12
13
17
12
15
14
8
Private transport is
quicker
12
16
14
Job requires a car /
have a work car
38
39
39
33
20
16
15
21
16
18
16
15
15
19
12
13
Buses are not
available when
needed
46
54
55
56
52
51
55
Own a car and prefer
to use that
Rotorua
2007
10
9
2006
10
8
11
n=200
8
n=203
Convenience / flexibility / independence (61%) and Own a car and prefer to use that (37%) remain as the main reasons that non-bus
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© 2012to
Key
Research.
Confidential
and proprietary.
users
prefer
use
private
transport.
Page 78
Reasons for Non-Bus Use (II)
Q18
% of respondents
Multiple responses allowed
‘Why do you use private transport (instead of public transport)?’ – Other codes
Total Sample
Tauranga
Rotorua
13
9
5
Force of habit
Prefer to walk / cycle
Too far to walk / no bus stops
nearby
Mobility issues (disabled / health /
age)
Easier with luggage / shopping on
private transport
Not suitable with young children
Don't travel / go out often
Don't like public transport
Too lazy
Other
89
9 13
3 78
5 8 10
14 19
7
16
88
68
7 11
6
79
6
6
5
12
6
66
45 7
6
6
5
4
23
3
3
3
1 5
57
2 5
11
1
9
89
5
4
4
8 10
2
2
2
15
n=403
7
10 14
9
45
2
10
77
8
13
12 16
5
4
8
7
6
12
4
12
56 7
6
45
2
4
67
3
34
4
4
2
2
456
4 7
24
1
9 12
12
6
34
1
1 3
1113
12
13
21
n=200
Copyright © 2012 Key Research. Confidential and proprietary.
12
8
9
56
6
12
5
5
23
17
11
789
67
7
2012
8 10
2 4
12
2
1
1
1 4
5
1 3
11
9
6
19
5
4 78
7 9
4
5
567
8 10 12
9 10
2011
2010
2009
9
2008
11
2007
67
5
56
4
2
2
2
2006
78
20
n=203
28
Page 79
Likelihood of Bus Use (I)
Q19
% of respondents
‘Would you ever consider using the bus service?’
Tauranga
Total Sample
Yes
No
58
61
70
n=
79
70
68
4
3
20
19
25
28
30
69
79
64
66
435
4
436
402
23
65
67
72
73
24
23
85
28
17
35
33
31
32
14
2
2
2
2
'06 '07 '08 '09 '10 '11 '12
460
72
37
35
27
Don’t know
76
73
Rotorua
400
406
403
5
5
4
2
2
1
1
'06 '07 '08 '09 '10 '11 '12
284
225
221
201
200
200
200
77
75
22
22
70
27
5
4
4
2
1
1
'06 '07 '08 '09 '10 '11 '12
4
176
210
224
Over two thirds of non-bus users
(68%)
stated
they Confidential
would consider
using the bus service.
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© 2012
Key Research.
and proprietary.
201
200
206
203
Page 80
Likelihood of Bus Use (II)
Q19
% of respondents
‘Would you ever consider using the bus service?’
= small base size
Male
Yes
68
65
Female
Household income
Age
Gender
Total Sample
18 - 34
69
35-44
45-54
55-64
63
64
65
65+
<$25,000
71
68
26
32
$25,000 - $60,000
$59,999 or more
68
65
28
31
4
3
n=96
n=156
82
No
30
34
27
35
32
2
4
n=49
n=97
34
18
Don’t know
2
n=403
1
n=143
3
n=260
n=33
1
n=86
3
n=136
n=68
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© 2012
Key Research.
Confidential
proprietary.
Non-bus users aged 18 to 34 years were more
likely
than
any other
age and
group
to consider using the bus service.
Likelihood of Bus Use (III)
Q20B
Multiple responses allowed
Page 81
‘Why would you not consider the bus service?’
% of respondents
Total Sample
Tauranga
It is more flexible /
convenient / easier with
a car
32
I have no need to use
the bus
Other
38
11
13
I use / need a car for
work
14
13
12
9
15
8
2
15
12
24
42
26
I can’t use the bus due
to health / age
The timetable / routes
are unsuitable
Rotorua
n=119
8
n=53
15
n=66
The main reason why non-bus users would not consider the bus service is that It is more flexible / convenient / easier with a car.
Copyright ©
2012 Key Research.
Rotorua non-bus users are more likely than Tauranga
non-bus
usersConfidential
to haveand
noproprietary.
need to use the bus (38% compared with 11%).
Page 82
Likelihood of Bus Use (IV)
Q20B
‘Why would you not consider the bus service?’ – Other Responses
Tauranga
Rotorua
• At present it is easier for me to either bike or walk. Only use my car
on grocery day.
• Not a bus person and have never used the bus.
• We need to downscale the service to smaller vehicles.
• I have had two bad experiences when I used the bus. I had to get of
the bus as I didn't have change and only had a twenty dollar note.
The second experience was when I was charged also for my baby in
the pram.
• It is not convenient.
• I have to lose my licence.
• Only if circumstance were to change and we need a bus in the future.
• I would only use the bus in an emergency such as my car breaking
down.
• Make the bus service free of charge.
• My husband has a mobility scooter and they just don't work on
buses. We walk to town if we have to, him on his scooter and I walk.
I think they are marvellous but not suitable for us at this time.
• Only if it was pouring with rain would I catch the bus.
• Probably not while I ride horses.
• The bus stop is too far from home. I live at Hoyte Place and nothing
is available near me, the nearest bus stop is at Sunset Road.
• We have been without buses for years and it would take too much
adjustment to go back to using them.
Copyright © 2012 Key Research. Confidential and proprietary.
Improvements to the Bus Service (I)
Q20A
Page 83
‘What is the most important thing that needs to change in order for you to use the bus service?’ – Responses relating to
Multiple responses allowed
aspects of the bus service
% of respondents
Total Sample
13
Nothing
More frequent / reliable
bus service
A bus stop closer to
home
3
Better knowledge of bus
routes / timetables
3
Evening and night buses
2
2
Cheaper bus fares
1
2
6
11
5
4
5
3
3
11
10
6
4
4
1
18
11
10
3
2
5
2
9
8
3
2012
5
2011
6
6
4
1
4
n=272
4
12
4
4
11
3
2
4
4
5
9
3
1
6
24
7
6
11
21
9
5
8
5
10
10
21
22
23
7
Changes to existing bus
route
New bus routes
15
8
6
More direct routes
21
13
8
8
Rotorua
Tauranga
3
8
n=140
2
2010
4
3
3
n=132
The most commonly mentioned aspect of the bus service that would need to change for non-bus users to use the bus service was a
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© 2012 Key
Research. Confidential
and proprietary.
More
frequent
/ reliable
bus service.
Improvements to the Bus Service (II)
Q20A
Page 84
‘What is the most important thing that needs to change in order for you to use the bus service?’ ?’ – Responses relating
to individual circumstances
Multiple responses allowed
% of respondents
Total Sample
12
Not having access to a
vehicle / broken down
6
18
9
8
8
9
7
11
Change in personal
situation
11
8
14
9
11
11
8
6
Loss of licence
Rotorua
Tauranga
6
6
6
2
7
3
2
7
7
5
Change in employment
situation
6
6
4
10
10
7
10
6
3
8
4
Change in health
3
9
8
4
10
4
4
2012
2011
Increase in petrol prices
5
3
12
Other
12
10
7
13
10
10
6
n=272
2010
7
6
n=140
n=132
Not having access to a vehicle / broken down was the most commonly mentioned individual circumstance that would need to change
for non-bus
use the
bus service.
Copyright © users
2012 Key to
Research.
Confidential
and proprietary.
Page 85
Improvements to the Bus Service (III)
Q20A
‘What is the most important thing that needs to change in order for you to use the bus service?’
- Other responses
Tauranga
Rotorua
• I would need to get up earlier to catch the bus. (2)
•
A change of attitude and my own habits as I have left my job with a company
car. I have just retired and will have to rethink my travel arrangements.
• I don't really know, I might use the bus to take my grand kids on a
trip. (2)
•
Change what is a habit.
•
•
For me to decide to catch the bus, one day I will.
I just need to get out more. When you are getting older it takes you longer to
do things.
I would use it more in summer because of the wait time. I have two little
children and waiting in the sun is easier than in wind and rain. The sun is
much warmer after all.
If I get the urge to go into town with my wife we will go on the bus and save
parking.
If I had to use it I would.
If I wanted to use it to pop in and out for something I would but I am doing
several things that require my car.
It is a great bus service and I will use it one day.
• I probably wouldn't use the bus because the distance is too short
and I normally walk when I have thought about it.
• I would if it is convenient. We sometimes we use the to go to the
cinema.
•
• I am not at that stage I need to use the bus.
•
• If I could take my mobility scooter on the bus, I would, and it suited
my finances.
• If it was more convenient.
•
•
•
• It isn't that I don't like it, it's just our habits even though we can use
the buses free.
•
•
• Its too hard with children, so nothing would help.
• The cost of petrol increasing, I would consider using the bus.
•
• Well I'm a builder and it just would not work for me.
•
•
•
My attitude toward buses.
My attitude. I think it is a good service, especially the little buses. I am
thinking about using the service this week. Would be useful to have
something on the website or other such as Thermal Air that enables visitors to
tell them which buses to catch to particular tourist sites. Where to catch bus
and showing a rate.
The way I think about it. My attitude about it. I'd have to get up a bit earlier
to make it to the bus.
To get a really pleasant bus driver, have had a misunderstanding in the past.
We would need to get our act together and get organised so we could catch
the bus.
When we have busy weekends like Easter.
Copyright © 2012 Key Research. Confidential and proprietary.
Summary – Non-Bus Users
Copyright © 2012 Key Research. Confidential and proprietary.
Summary – Non-Bus Users
Page 87
Reasons for non-bus use:
• Convenience / flexibility / independence (61%) and Own a car and prefer to use that (37%) remain as the main reasons that
non-bus users prefer to use private transport.
Likelihood of bus use:
• Over two thirds of non-bus users (68%) stated they would consider using the bus service.
• Non-bus users aged 18 to 34 years were more likely than any other age group to consider using the bus service.
• The main reason why non-bus users would not consider the bus service is that It is more flexible / convenient / easier with a
car.
• Rotorua non-bus users are more likely than Tauranga non-bus users to Have no need to use the bus (38% compared with 11%).
Improvements to the bus service:
• The most commonly mentioned aspect of the bus service that would need to change for non-bus users to use the bus service
was a More frequent / reliable bus service.
• Not having access to a vehicle / broken down was the most commonly mentioned individual circumstance that would need to
change for non-bus users to use the bus service.
Copyright © 2012 Key Research. Confidential and proprietary.
Demographic Profile
Copyright © 2012 Key Research. Confidential and proprietary.
Page 89
Bus Use by Other Household Members –Bus Users
Q2
‘How many other members of your household use the local bus service at least once a month?
% of respondents
Tauranga
Total Sample
Three or more
12
10
10
10
Two
19
19
18
21
One
69
71
72
69
10
7
9
26
25
29
61
67
66
'06 '07 '08 '09 '10 '11 '12
n=
336
401
416
403
400
406
400
13
8
8
7
19
20
21
19
68
6
33
73
72
71
61
Rotorua
3
9
31
30
66
207
213
202
200
200
12
12
19
19
16
70
61
'06 '07 '08 '09 '10 '11 '12
150
11
200
Copyright © 2012 Key Research. Confidential and proprietary.
69
72
13
20
67
14
10
9
22
20
68
71
25
61
'06 '07 '08 '09 '10 '11 '12
186
194
203
201
200
206
200
Page 90
Bus Use by Other Household Members – Non-Bus Users
Q2
% of respondents
‘How many other members of your household use the local bus service at least once a month?
Tauranga
Total Sample
One or more
None
9
8
9
9
7
7
9
8
7
7
8
6
7
10
10
8
11
10
8
8
8
91
92
91
91
93
93
91
92
93
93
92
94
94
90
90
92
89
90
92
92
92
'06 '07 '08 '09 '10 '11 '12
n=
Rotorua
460
435
436
402
400
406
403
'06 '07 '08 '09 '10 '11 '12
284
225
221
201
200
200
200
Copyright © 2012 Key Research. Confidential and proprietary.
'06 '07 '08 '09 '10 '11 '12
176
210
224
201
200
206
203
Page 91
Demographic Profile (I)
Total Sample (Rotorua and Tauranga)
% of respondents
Gender
Age
3
5
25 - 34
6
4
35 - 44
7
12
45 - 54
11
55 - 64
14
18 - 24
Female
70
65
Ethnicity
24
New Zealand
Pakeha /
European
65 - 74
31
85
87
22
18
Male
30
35
75+
27
Maori
Refused
Bus User
n=400
Non User
n=403
1
Bus User
n=400
9
2
4
9
1
3
Non User
Bus User
Non User
n=403
n=400
16
Asian
Other
n=403
Multiple responses allowed
Copyright © 2012 Key Research. Confidential and proprietary.
% of respondents
Gender
Female
Male
Page 92
Demographic Profile (II)
Total Sample (of Bus Users and Non-bus Users)
66
34
Tauranga
n=400
Age
Ethnicity
18 - 24
25 - 34
5
4
5
4
35 - 44
11
9
45 - 54
18
17
69
19
55 - 64
17
65 - 74
24
24
75+
21
22
New Zealand
Pakeha /
European
92
Maori
Asian
Other
4
2
5
81
31
Rotorua
n=403
Tauranga
n=400
Rotorua
n=403
Tauranga
n=400
14
1
4
Rotorua
n=403
Multiple responses allowed
Copyright © 2012 Key Research. Confidential and proprietary.
Page 93
Demographic Profile (III)
Total Sample (Rotorua and Tauranga)
% of respondents
Household Income
Personal Income
$60,000 +
$40,000 to $59,999
$25,000 to 39,999
9
22
2
4
5
$60,000 to $89,999
11
14
11
16
$40,000 to $59,999
15
$25,000 to 39,999
20
20
14
14
$12,000 to $24,999
$120,000 +
$90,000 to $119,999
13
31
11
22
21
$12,000 to $24,999
Under $12,000
Refused
17
12
16
17
Bus User
Non User
n=400
Under $12,000
Refused
n=403
Copyright © 2012 Key Research. Confidential and proprietary.
12
5
5
21
20
Bus User
Non User
n=400
n=403
Demographic Profile (IV)
Total Sample (of Bus Users and Non-bus Users)
% of respondents
Personal Income
Household Income
4
$60,000 +
18
13
Page 94
$120,000 +
3
7
12
$90,000 to $119,999
13
8
$40,000 to $59,999
$60,000 to $89,999
17
13
$25,000 to 39,999
18
12
$40,000 to $59,999
16
17
30
$25,000 to 39,999
$12,000 to $24,999
16
22
15
20
$12,000 to $24,999
14
Under $12,000
15
6
Under $12,000
13
5
Refused
21
13
24
Refused
15
Tauranga
Rotorua
n=400
n=403
Tauranga
n=400
Copyright © 2012 Key Research. Confidential and proprietary.
Rotorua
n=403