Concessionary Travel - Customer Feedback Research Year Two Report

ISBN 978 1 909948 26 6 (Web publication only)

This document is also available in pdf format (984KB)

CONTENTS

LIST OF FIGURES AND TABLES

ACKNOWLEDGEMENTS

1. EXECUTIVE SUMMARY

Introduction
Satisfaction
The application process
Using the card
Travel patterns using the card
Benefits and impact of the scheme

2. INTRODUCTION

About This Report
Research Context
Research Aims and Objectives

3. SURVEY METHODOLOGY

Telephone Survey
Focus groups
Analysis and Reporting

4. THE APPLICATION PROCESS

Introduction
Source of Awareness
Ease of obtaining information
Summary

5. USING THE CARD

Introduction
Using the card to travel by bus
Other uses of the National Entitlement Card
Problems experienced when travelling by bus
7 day pass
Misuse of the card
Companion cards
Overall satisfaction with bus travel
Overall satisfaction with concessionary travel scheme
Summary

6. HOW AND WHY THE CARD IS USED

Introduction
Reasons for travelling
Change in journey patterns due to concessionary scheme
Frequency of travel
Distance travelled
Seasonality of travel
Summary

7. BENEFITS OF THE SCHEME

Introduction
Important aspects of the scheme
Changes to travel method
Impact of the scheme on physical health and mental wellbeing
Improvements to the NEC scheme
Summary

8. CONCLUSIONS

Use of the Card
Travel patterns using the card
Benefits and impact of the scheme
Satisfaction with the NEC scheme

APPENDIX 1: TELEPHONE QUESTIONNAIRE

APPENDIX 2: FOCUS GROUP TOPIC GUIDE