GfK. Growth from Knowledge

## Passenger Focus Bus Passenger Satisfaction Survey

Fieldwork Quality Report Quarter 4 2010 437958 / December 2010 v2 

## Prepared For: Passenger Focus

Prepared by: Contacts: 
Distribution: 
Affy Scott/Alan Wayman GfK Consumer Ludgate House 245 Blackfriars Road London SE1 9UL Affy Scott Tel: 
020 7890 9775 
Fax:  020 7890 9744 
E-mail: affy.scott@gfk.com Alan Wayman Tel: 
020 7890 9770 
Fax:  020 7890 9744 E-mail: alan.wayman@gfk.com Passenger Focus Affy Scott /Alan Wayman (GfK NOP) GfK Field Department 

## Contents

1 
Summary ................................................................................................................... 1 
2 
Fieldwork Timings 
.................................................................................................... 2 
3 
Achievement 
............................................................................................................. 3 
3.1 
Incidents and Events with Potential Effects on Fieldwork 
.................................................................. 3 
4 
Interviews achieved compared with Weights 
....................................................... 4 
5 
Interviewing Team 
.................................................................................................... 6 
6 
Interviewer Variability and Performance 
............................................................... 7 
7 
Spot Checks and Back-Checking ........................................................................ 18 
7.1 
Spot Checks ....................................................................................................................................... 18 
7.2 
Back-Checking.................................................................................................................................... 21 
9 
Questionnaire Changes 
......................................................................................... 23 

## 1 Summary

- Achievement exceeded the target and 3087 interviews were achieved 
compared with a target of 2,800.   
- All 200 shifts were carried out during Quarter 4.   
- There were no major incidents affecting fieldwork this Quarter. - For all demographics, achieved interviews very closely matched the profile as 
reported in the National Travel Survey 
- During Quarter 4 a total of 85 interviewers worked on the project.   
- To limit the number of interviews conducted by each interviewer within a 
region we endeavour not to allocate more than three shifts in each region to any one interviewer, and this was achieved in seven of the eight regions. However due to unforeseen circumstances towards the end of fieldwork, two shifts had to be re-allocated and one interviewer worked five shifts in the North West region.   
- 
In Quarter 4, 21 shifts (10% of total) were spot-checked.   
- Two interviewers were found not to be using the showcards provided.  The 
area managers concerned will discuss the issue with the interviewers and 
reinforce the need for correct administration of all interviews.   
- On one shift the spot-checker could not locate the interviewer.   
o However the interviewer concerned subsequently had interviews 
confirmed by the validation department.     
- No other quality control issues were raised. - In addition to GfK spot-checks, six unannounced observations of shifts were 
made by representatives of Passenger Focus.   
o In three visits the interviewers were assessed to be satisfactory, and no 
issues were raised.   
o Details of comments made on the other three visits are shown in 
Section 7.   

## 2 Fieldwork Timings

GfK Consumer was commissioned to undertake the Bus Passenger Satisfaction Survey (BPSS) on behalf of Passenger Focus from Quarter 2 of 2010 onwards. 

Fieldwork takes place within quarterly time periods, as below. 

BPSS Schedule 2010 
Job No. 
Quarter 
F/W start 
F/W end 
437919 
2 
24/04/10 
21/05/10 
437957 
3 
03/07/10 
30/07/10 
437958 
4 
30/10/10 
26/11/10 

 
This report deals with fieldwork from the fourth Quarter of 2010. 

## 3 Achievement

 
 
Quarter 2 
Quarter 3 
Quarter 4 
Target 
2,800 
2,800 
2,800 
Shifts booked 
200 
200 
200 
Shifts achieved 
200 
200 
200 
Shifts not done 
0 
0 
0 
  


No. of interviews achieved 
3,048 
3,208 
3,087 
Annual total 
9,343 

 
- Achievement exceeded the target and 3087 interviews were achieved 
compared with a target of 2,800.   
- All 200 shifts were carried out during Quarter 4.   

## 3.1 Incidents And Events With Potential Effects On Fieldwork

- There were no major incidents affecting fieldwork this Quarter.   

## 4 Interviews Achieved Compared With Weights

- BPSS data is weighted against data supplied by Passenger Focus from the 
National Travel Survey.   
- Tables 3 to 6 show achievements against weights for age within gender, 
frequency of bus travel, journey purpose and Region for Quarter 4.   
- For all demographics, achieved interviews very closely matched the profile as 
reported in the National Travel Survey 
- The final data is also seasonally adjusted in line with the methodology 
previously used by the Department for Transport.   

## 

|                              |         |          | Weights-   | Achieved    | Weights    | Achieved    |
|------------------------------|---------|----------|------------|-------------|------------|-------------|
| Age                          | Male    | - Male   | Difference | -Female     | - Female   | Difference  |
|                              |         |          |            |             |            |             |
| 38.4%                        | 38.8%   | 0.4%     | 61.6%      | 61.2%       | -0.4%      |             |
| 16-24                        | 8.5%    | 8.7%     | 0.2%       | 12.1%       | 11.3%      | -0.8%       |
| 25-44                        | 9.5%    | 8.6%     | -0.9%      | 13.5%       | 11.5%      | -2.0%       |
| 45-59                        | 6.2%    | 6.8%     | 0.6%       | 11.4%       | 11.8%      | 0.4%        |
| 60+                          | 14.2%   | 14.8%    | 0.6%       | 24.6%       | 26.6%      | 2.0%        |
|                              |         |          |            |             |            |             |
|                              |         |          |            |             |            |             |
|                              |         |          |            |             |            |             |
| Table 4: Frequency of Use    |         |          |            |             |            |             |
|                              |         |          |            |             |            |             |
| Frequency of bus use         | Weights | Achieved | Difference |             |            |             |
| 3-5 days a week              | 72.0%   | 77.3%    | 5.3%       |             |            |             |
| 1-2 days a week              | 16.8%   | 17.3%    | 0.4%       |             |            |             |
| 1-2 days a month             | 6.2%    | 3.1%     | -3.1%      |             |            |             |
| Less often than once a month | 5.0%    | 2.3%     | -2.7%      |             |            |             |
|                              |         |          |            |             |            |             |
| Journey Purpose                    | Weights    | Achieved    | Difference   |
|------------------------------------|------------|-------------|--------------|
| Work                               | 24.7%      | 20.9%       | -3.8%        |
| Education                          | 8.0%       | 7.6%        | -0.4%        |
| Shopping                           | 33.8%      | 37.8%       | 4.0%         |
| Visiting friends/relatives/Leisure | 18.1%      | 18.7%       | 0.6%         |
| Personal business                  | 11.5%      | 12.4%       | 0.9%         |
| Other                              | 4.0%       | 2.7%        | -1.3%        |
| Region                 | Weights    | Achieved    |
|------------------------|------------|-------------|
| East Anglia            |            |             |
| 8.5%                   | 6.5%       | -1.9%       |
| East Midlands          |            |             |
| 8.4%                   | 7.9%       | -0.5%       |
| North East             |            |             |
| 9.4%                   | 9.2%       | -0.2%       |
| North West             |            |             |
| 19.1%                  | 21.4%      | 2.3%        |
| South East             |            |             |
| 15.9%                  | 14.5%      | -1.4%       |
| South West             |            |             |
| 8.2%                   | 8.0%       | -0.1%       |
| West Midlands          |            |             |
| 14.6%                  | 16.0%      | 1.4%        |
| Yorkshire & Humberside |            |             |
| 15.9%                  | 16.4%      | 0.5%        |
|                        |            |             |

## 5 Interviewing Team

- GfK employs a stable interviewing team who have been working on the BPSS 
project for many years. All interviewers are provided with written briefing 
materials that describe the background to the survey, who to interview, and the questionnaire administration. If there is a significant change to either the survey processes or the questionnaire, Area Managers are responsible for carrying out a telephone briefing of all interviewers in their area who are working on the project, via telephone conference calls.  
- All interviewers new to the survey have a one-to-one telephone briefing by 
their Area manager or one of the deputies before their first shift.  They will then be accompanied or spot-checked during their first shift to ensure that 
processes are being adhered to. 
- Additional spot-checks/observations can be arranged at any time if doubts are 
raised. 
- On the job re-training and advice is given on a continuous basis based on the 
results of spot-checks.    
- During Quarter 4 a total of 85 interviewers worked on the project.   
- To limit the number of interviews conducted by each interviewer within a 
region we endeavour not to allocate more than three shifts in each region to 
any one interviewer, and this was achieved in seven of the eight regions. However due to unforeseen circumstances towards the end of fieldwork, two shifts had to be re-allocated and one interviewer worked five shifts in the North West region.   

## 6 Interviewer Variability And Performance

Tables 9 and 10 show various aspects of the interviewers' performance. The highlighted cells show the greatest variation from the average.  This will be pointed out to the area manager and the relevant interviewers will be monitored to see if a pattern emerges.  However variations in demographics could also be partly due to possible variations in the demographics of the shifts worked by those interviewers in terms of the locations and the time of day.  

|             |            |    |     |     | Number of    | 16-   | 25-   | 45-    |
|-------------|------------|----|-----|-----|--------------|-------|-------|--------|
|             | Interviews |    | 24  | 44  | 60           | 60+   | Male  | Female |
| Total       |            |    |     |     |              |       |       |        |
| Number      | 3087       |    | 618 | 618 | 575          | 1276  | 1199  | 1888   |
| Total       |            | %  | 20  | 20  | 19           | 41    | 39    | 61     |
| Interviewer |            |    |     |     |              |       |       |        |
| 9038        | 30         | %  | 30  | 17  | 13           | 40    | 40    | 60     |
| 9668        | 39         | %  | 15  | 10  | 23           | 51    | 33    | 67     |
| 14465       | 49         | %  | 22  | 16  | 12           | 49    | 27    | 73     |
| 15005       | 47         | %  | 23  | 15  | 15           | 47    | 36    | 64     |
| 18909       | 27         | %  | 7   | 15  | 15           | 63    | 30    | 70     |
| 20000       | 40         | %  | 13  | 33  | 28           | 28    | 43    | 58     |
| 20021       | 55         | %  | 36  | 16  | 9            | 38    | 47    | 53     |
| 20039       | 14         | %  | 21  | 14  | 21           | 43    | 29    | 71     |
| 20056       | 64         | %  | 16  | 14  | 13           | 58    | 42    | 58     |
| 20585       | 36         | %  | 22  | 22  | 28           | 28    | 47    | 53     |
| 20699       | 57         | %  | 37  | 16  | 26           | 21    | 35    | 65     |
| 20799       | 45         | %  | 22  | 11  | 20           | 47    | 36    | 64     |
| 20989       | 101        | %  | 20  | 27  | 24           | 30    | 41    | 59     |
| 21041       | 94         | %  | 12  | 16  | 15           | 57    | 35    | 65     |
| 21057       | 59         | %  | 24  | 25  | 24           | 27    | 46    | 54     |
| 21096       | 54         | %  | 24  | 26  | 15           | 35    | 48    | 52     |
| 21097       | 33         | %  | 15  | 21  | 15           | 48    | 39    | 61     |
| 21121       | 64         | %  | 34  | 23  | 19           | 23    | 59    | 41     |
| 21671       | 32         | %  | 13  | 16  | 31           | 41    | 41    | 59     |
| 21727       | 5          | %  | -   | -   | 20           | 80    | 40    | 60     |
| 21759       | 28         | %  | 18  | 18  | 18           | 46    | 54    | 46     |
| 21982       | 20         | %  | 10  | 30  | 30           | 30    | 35    | 65     |
| 23002       | 37         | %  | 19  | 27  | 30           | 24    | 51    | 49     |
| 23647       | 20         | %  | 35  | 30  | 15           | 20    | 35    | 65     |
Number 
of 
16-
45-
  
Interviews 
  
24 
25-44 
60 
60+ 
Male 
Female
Total Number 
3087 
  
618 
618 
575 
1276
1199 
1888 
Total     
  
%
20 
20 
19 
41 
39 
61 
24106 
38 
%
24 
26 
11 
39 
26 
74 
24429 
15 
%
7 
27 
33 
33 
33 
67 
24546 
60 
%
27 
17 
18 
38 
55 
45 
24558 
33 
%
6 
39 
33 
21 
33 
67 
25004 
20 
%
10 
20 
10 
60 
45 
55 
27081 
31 
%
35 
32 
10 
23 
65 
35 
27127 
22 
%
-  
9 
36 
55 
32 
68 
27291 
20 
%
25 
15 
10 
50 
20 
80 
28818 
61 
%
25 
16 
16 
43 
23 
77 
29069 
23 
%
9 
35 
22 
35 
39 
61 
29126 
37 
%
8 
27 
16 
49 
46 
54 
29139 
33 
%
42 
24 
12 
21 
42 
58 
29178 
28 
%
29 
32 
7 
32 
25 
75 
29275 
14 
%
36 
14 
36 
14 
57 
43 
29322 
46 
%
22 
33 
24 
22 
33 
67 
29324 
22 
%
5 
18 
32 
45 
36 
64 
29371 
39 
%
21 
31 
10 
38 
15 
85 
31026 
34 
%
6 
18 
18 
59 
18 
82 
31056 
46 
%
15 
15 
17 
52 
39 
61 
31137 
53 
%
9 
13 
19 
58 
40 
60 
31170 
20 
%
25 
25 
20 
30 
30 
70 
31192 
57 
%
28 
16 
14 
42 
33 
67 
31225 
49 
%
31 
29 
18 
22 
49 
51 
31229 
20 
%
35 
10 
20 
35 
40 
60 
31240 
56 
%
14 
23 
25 
38 
46 
54 
31259 
53 
%
6 
15 
15 
64 
23 
77 
31263 
57 
%
19 
12 
23 
46 
30 
70 
31269 
26 
%
27 
27 
19 
27 
50 
50 
31278 
52 
%
23 
17 
35 
25 
58 
42 
32300 
54 
%
33 
26 
15 
26 
43 
57 
32324 
37 
%
24 
22 
11 
43 
27 
73 
32327 
23 
%
13 
9 
30 
48 
52 
48 
32367 
40 
%
13 
15 
15 
58 
50 
50 
Number of 
  
Interviews 
  
16-24 
25-44 
45-60
60+ 
Male Female
Total Number 
3087 
  
618 
618 
575 
1276 1199 
1888 
Total     
  
%
20 
20 
19 
41 
39 
61 
37539 
39 
%
10 
3 
13 
74 
23 
77 
37734 
34 
%
18 
21 
21 
41 
44 
56 
38289 
45 
%
31 
11 
18 
40 
44 
56 
38938 
11 
%
36 
9 
18 
36 
27 
73 
39222 
46 
%
9 
11 
35 
46 
41 
59 
39595 
15 
%
7 
7 
33 
53 
40 
60 
39600 
10 
%
-  
30 
20 
50 
50 
50 
39698 
60 
%
23 
27 
10 
40 
43 
57 
72124 
18 
%
11 
11 
28 
50 
33 
67 
72161 
20 
%
10 
30 
10 
50 
50 
50 
72781 
26 
%
23 
15 
12 
50 
42 
58 
73059 
19 
%
5 
-  
26 
68 
37 
63 
74044 
45 
%
16 
9 
11 
64 
27 
73 
74443 
28 
%
11 
18 
18 
54 
14 
86 
74548 
41 
%
24 
15 
15 
46 
51 
49 
74582 
11 
%
-  
9 
9 
82 
55 
45 
74586 
36 
%
22 
22 
17 
39 
28 
72 
74587 
17 
%
41 
29 
18 
12 
41 
59 
74589 
40 
%
33 
23 
18 
28 
48 
53 
75487 
39 
%
18 
26 
23 
33 
38 
62 
75528 
28 
%
4 
18 
18 
61 
36 
64 
75544 
30 
%
30 
33 
7 
30 
30 
70 
75554 
29 
%
10 
17 
21 
52 
38 
62 
75560 
6 
%
33 
33 
17 
17 
50 
50 
78125 
57 
%
7 
26 
16 
51 
32 
68 
82360 
31 
%
23 
29 
10 
39 
35 
65 
 

The tables below show unweighted satisfaction scores by individual interviewers. There is one table for each region showing scores at network level, region level and by interviewer, and each question asked is shown separately.  The highlighted cells show the greatest variation from the region average.  This will be pointed out to the area manager and the relevant interviewers will be monitored to see if a pattern emerges.    However variations in scores could be due to differences between the sample locations worked by those interviewers, and the time of their shifts.   


 
  
East Anglia 
Region 
  
Total 
Total 
28818
73059
74443
74548
74582 74586 74587
74589
No. of interviews 
3087 
202 
30 
19 
28 
41 
11 
36 
17 
20 
Overall Satisfaction 
83 
82 
92 
85 
81 
85 
85 
69 
78 
81 
Safety at stop 
81 
78 
78 
79 
86 
81 
87 
66 
82 
72 
Litter at stop 
79 
77 
80 
81 
87 
78 
82 
67 
79 
71 
Cleanliness at stop 
81 
78 
86 
81 
86 
73 
83 
68 
81 
70 
Condition at stop 
81 
77 
83 
82 
85 
73 
79 
68 
80 
72 
Information at stop 
76 
70 
82 
71 
85 
57 
72 
65 
65 
71 
Facilities at stop 
76 
73 
79 
82 
83 
64 
73 
64 
82 
68 
Exterior cleanliness 
86 
81 
83 
84 
83 
79 
95 
72 
81 
79 
Exterior condition 
87 
82 
85 
87 
86 
77 
95 
70 
84 
81 
Exterior information 
87 
81 
87 
91 
81 
74 
97 
71 
81 
79 
Interior 
cleanliness 
82 
81 
85 
87 
88 
78 
87 
74 
84 
77 
Interior condition 
85 
83 
85 
91 
86 
79 
92 
76 
88 
78 
Comfort 
84 
82 
83 
86 
87 
78 
88 
79 
84 
81 
Interior information 
83 
78 
75 
90 
87 
74 
89 
70 
74 
76 
Time waited 
82 
78 
91 
86 
79 
75 
85 
70 
76 
68 
Ease of getting on 
90 
87 
91 
85 
88 
87 
95 
82 
91 
87 
Driver behaviour 
90 
89 
94 
89 
92 
90 
96 
82 
89 
81 
On-bus safety 
91 
89 
93 
91 
84 
92 
96 
81 
95 
88 
Journey time 
89 
87 
93 
94 
84 
89 
97 
76 
87 
84 
Smoothness of ride 
83 
79 
83 
84 
80 
81 
88 
61 
83 
85 
Ability to get a seat 
92 
91 
95 
97 
89 
89 
97 
87 
95 
86 
Reliability 
69 
71 
78 
82 
81 
59 
67 
65 
75 
71 
Value 
83 
84 
83 
93 
87 
84 
100 
79 
83 
74 
 
  
East Midlands 
Region 
  
Total 
Total 
20000
20039
20056
20699
20799 20989 21759
No. of interviews 
3087 
244 
40 
14 
12 
57 
45 
48 
28 
Overall Satisfaction 
83 
86 
85 
89 
84 
86 
80 
88 
91 
Safety at stop 
81 
83 
86 
80 
85 
81 
83 
89 
72 
Litter at stop 
79 
82 
80 
75 
77 
83 
84 
89 
73 
Cleanliness at 
stop 
81 
83 
80 
81 
92 
83 
85 
89 
74 
Condition at stop 
81 
83 
79 
83 
89 
83 
84 
89 
72 
Information at stop 
76 
78 
70 
82 
78 
78 
79 
89 
66 
Facilities at stop 
76 
77 
73 
77 
83 
80 
68 
85 
71 
Exterior cleanliness 
86 
89 
84 
92 
83 
91 
88 
94 
83 
Exterior condition 
87 
89 
84 
93 
85 
91 
89 
92 
86 
Exterior information 
87 
87 
84 
91 
87 
87 
85 
92 
85 
Interior cleanliness 
82 
85 
85 
86 
85 
85 
82 
88 
80 
Interior condition 
85 
87 
85 
92 
89 
86 
83 
92 
84 
Comfort 
84 
87 
84 
88 
89 
88 
85 
89 
86 
Interior information 
83 
85 
83 
90 
92 
85 
83 
91 
76 
Time waited 
82 
82 
80 
75 
88 
84 
75 
90 
83 
Ease of getting on 
90 
92 
84 
92 
89 
94 
97 
91 
90 
Driver behaviour 
90 
92 
85 
97 
95 
98 
90 
92 
93 
On-bus safety 
91 
92 
85 
93 
95 
96 
91 
92 
93 
Journey time 
89 
90 
84 
96 
96 
92 
89 
93 
90 
Smoothness of ride 
83 
86 
78 
83 
92 
88 
85 
93 
86 
Ability to get a seat 
92 
92 
86 
96 
98 
94 
91 
92 
93 
Reliability 
69 
71 
72 
64 
73 
71 
66 
82 
65 
Value 
83 
88 
81 
96 
93 
89 
86 
91 
86 
 
  
North East 
Region 
  
Total 
Total 
24106
24546
31026
31056
31170 31259 37734
No. of interviews 
3087 
285 
38 
60 
34 
46 
20 
53 
34 
Overall Satisfaction 
83 
83 
87 
86 
84 
86 
75 
70 
88 
Safety at stop 
81 
80 
76 
89 
82 
77 
75 
75 
84 
Litter at stop 
79 
78 
73 
86 
78 
76 
74 
76 
80 
Cleanliness at stop 
81 
79 
73 
84 
80 
78 
72 
82 
79 
Condition at stop 
81 
79 
76 
79 
84 
77 
68 
79 
85 
Information at stop 
76 
78 
84 
71 
81 
86 
58 
74 
87 
Facilities at stop 
76 
74 
79 
79 
67 
76 
54 
67 
85 
Exterior cleanliness 
86 
86 
91 
85 
88 
81 
80 
86 
90 
Exterior condition 
87 
86 
92 
89 
85 
80 
80 
86 
91 
Exterior information 
87 
86 
94 
85 
89 
79 
79 
85 
93 
Interior cleanliness 
82 
82 
86 
82 
84 
78 
79 
79 
84 
Interior condition 
85 
85 
90 
87 
86 
82 
83 
80 
90 
Comfort 
84 
85 
89 
83 
87 
85 
74 
82 
89 
Interior information 
83 
83 
91 
80 
88 
80 
75 
81 
88 
Time waited 
82 
83 
86 
82 
84 
83 
76 
80 
91 
Ease of getting on 
90 
91 
93 
95 
90 
86 
88 
90 
93 
Driver behaviour 
90 
90 
93 
91 
89 
88 
85 
90 
94 
On-bus safety 
91 
91 
93 
94 
92 
88 
91 
89 
90 
Journey time 
89 
90 
94 
91 
91 
86 
87 
85 
96 
Smoothness of 
ride 
83 
84 
88 
84 
84 
81 
75 
82 
89 
Ability to get a seat 
92 
92 
94 
94 
92 
91 
91 
89 
94 
Reliability 
69 
70 
71 
61 
69 
69 
57 
73 
86 
Value 
83 
86 
88 
81 
90 
86 
77 
86 
91 
North West
Total
Region 
Total
9038 21041 21057 21096 21097 21121 21671 21727 21982 23002 23647 24429 32300 32324 32327 32367 39698
No. of interviews
3087
661
30
94
59
54
33
48
32
5
20
37
20
15
54
37
23
40
60
Overall Satisfaction
83
84
81
86
89
83
79
82
82
92
88
78
88
83
84
78
83
86
86
Safety at stop
81
83
77
88
88
92
77
79
76
96
90
85
96
91
68
74
77
82
82
Litter at stop
79
80
76
88
90
81
74
72
79
94
88
75
96
67
77
72
70
77
82
Cleanliness at stop
81
83
79
86
97
86
76
76
78
88
89
81
97
66
77
74
75
81
86
Condition at stop
81
83
75
89
96
89
68
76
81
94
89
79
100
71
84
74
68
79
84
Information at stop
76
79
65
83
86
89
75
78
73
90
89
80
89
42
76
73
72
78
83
Facilities at stop
76
80
70
83
90
79
75
81
81
90
89
74
94
70
76
73
70
76
80
Exterior cleanliness
86
88
84
95
98
77
87
86
86
94
88
88
99
87
79
78
82
87
91
Exterior condition
87
90
93
95
100
86
88
86
86
96
89
90
99
87
85
77
82
91
91
Exterior information
87
91
92
97
100
90
85
84
89
98
92
91
99
83
93
80
80
90
92
Interior cleanliness
82
82
84
90
97
74
79
72
76
96
89
83
92
88
64
82
73
76
88
Interior condition
85
88
86
95
99
87
86
82
85
96
89
85
95
87
81
80
78
85
90
Comfort
84
86
84
93
98
89
85
81
81
96
90
82
97
84
75
79
76
85
88
Interior information
83
85
81
93
100
78
88
83
81
100
86
79
99
86
83
75
72
79
87
Time waited
82
85
82
91
97
86
75
78
74
93
94
78
94
83
77
75
81
86
90
Ease of getting on
90
92
90
96
100
93
89
90
92
100
92
85
100
89
95
83
85
90
95
Driver behaviour
90
91
88
97
97
93
92
86
88
96
96
93
100
85
85
86
85
90
90
On-bus safety
91
92
86
96
98
96
94
87
87
98
94
96
99
89
89
83
89
93
92
Journey time
89
91
84
97
97
91
91
86
88
92
96
85
98
90
89
83
88
89
96
Smoothness of ride
83
85
77
92
97
80
83
83
87
84
89
75
97
85
79
82
77
82
85
Ability to get a seat
92
94
98
95
98
93
93
85
87
100
94
98
100
89
96
84
93
93
98
Reliability
69
70
71
78
80
69
66
62
53
75
87
69
89
76
63
64
70
71
67
Value
83
83
81
94
81
77
78
85
85
90
91
64
78
87
75
68
90
89
84
South East
Total
Region 
Total
14465 25004 27081 27127 27291 28818 37539 38289 39222 39595 72124 72161 72781 75528 75560 82360
No. of interviews
3087
447
49
20
31
22
20
31
39
45
46
15
18
20
26
28
6
31
Overall Satisfaction
83
82
87
88
76
86
72
69
82
80
83
89
88
85
79
88
72
83
Safety at stop
81
81
93
84
85
83
86
77
50
74
78
83
91
85
78
94
77
93
Litter at stop
79
78
89
72
81
84
82
73
49
67
82
87
88
73
74
87
87
89
Cleanliness at stop
81
82
94
72
83
93
86
81
47
75
88
90
87
83
77
92
87
87
Condition at stop
81
81
93
79
82
92
78
79
46
70
88
89
89
82
81
96
87
86
Information at stop
76
77
87
81
80
86
66
77
48
65
81
78
90
76
80
93
75
81
Facilities at stop
76
74
91
77
75
78
50
72
49
65
80
76
78
71
73
86
83
83
Exterior cleanliness
86
87
96
90
87
92
75
77
78
88
90
90
93
90
81
97
80
82
Exterior condition
87
87
96
93
85
91
69
77
78
88
90
93
88
87
85
98
88
84
Exterior information
87
86
96
92
85
91
71
83
77
85
91
85
85
85
86
93
87
83
Interior cleanliness
82
84
89
83
82
93
73
76
78
82
88
91
86
84
80
94
84
83
Interior condition
85
86
93
85
83
90
76
80
78
83
88
94
85
86
80
95
88
86
Comfort
84
82
90
81
76
90
71
79
75
82
81
82
82
86
81
92
75
83
Interior information
83
82
94
79
78
87
74
70
78
79
85
89
83
86
81
97
70
85
Time waited
82
82
92
83
82
87
72
70
75
76
84
91
89
76
77
94
70
86
Ease of getting on
90
90
96
89
83
94
89
88
83
88
87
95
94
90
84
96
92
92
Driver behaviour
90
90
98
93
82
92
83
80
87
89
92
96
97
94
83
98
88
89
On-bus safety
91
90
96
93
85
96
85
87
80
89
89
94
97
92
87
99
88
95
Journey time
89
89
96
89
84
93
93
83
83
85
91
98
91
86
85
96
70
95
Smoothness of ride
83
82
88
84
73
87
72
73
78
78
80
89
92
79
77
94
73
89
Ability to get a seat
92
91
99
95
82
92
97
88
81
88
91
88
96
89
88
97
92
94
Reliability
69
72
68
73
77
78
64
55
68
73
75
85
81
72
63
90
62
68
Value
83
81
83
94
74
89
75
76
74
85
82
95
88
80
70
86
70
69
  
South West 
Region 
  
Total 
Total 
15005
29126
38938
39600
74044 75487 75544
75554
No. of interviews 
3087 
248 
47 
37 
11 
10 
45 
39 
30 
29 
Overall Satisfaction 
83 
86 
83 
90 
80 
92 
90 
86 
84 
83 
Safety at stop 
81 
86 
81 
88 
88 
99 
86 
89 
87 
79 
Litter at stop 
79 
82 
78 
87 
71 
89 
84 
88 
83 
77 
Cleanliness at stop 
81 
83 
78 
85 
75 
96 
83 
88 
87 
77 
Condition at stop 
81 
85 
85 
84 
81 
97 
83 
86 
87 
80 
Information at 
stop 
76 
80 
74 
79 
74 
100 
80 
82 
80 
78 
Facilities at stop 
76 
78 
73 
79 
72 
91 
76 
84 
78 
78 
Exterior cleanliness 
86 
88 
88 
89 
87 
84 
88 
87 
93 
84 
Exterior condition 
87 
88 
89 
89 
85 
99 
84 
88 
92 
85 
Exterior information 
87 
88 
90 
84 
90 
100 
95 
82 
89 
85 
Interior cleanliness 
82 
86 
82 
86 
86 
83 
90 
91 
83 
83 
Interior condition 
85 
88 
86 
87 
88 
92 
91 
88 
87 
86 
Comfort 
84 
86 
85 
86 
87 
92 
87 
92 
82 
79 
Interior information 
83 
84 
85 
83 
90 
89 
87 
81 
87 
80 
Time waited 
82 
83 
86 
82 
89 
88 
82 
87 
82 
76 
Ease of getting on 
90 
92 
88 
91 
91 
99 
94 
93 
94 
88 
Driver behaviour 
90 
92 
90 
94 
95 
96 
93 
93 
92 
87 
On-bus safety 
91 
92 
93 
93 
85 
100 
93 
93 
92 
86 
Journey time 
89 
88 
88 
91 
85 
84 
91 
88 
89 
82 
Smoothness of 
ride 
83 
83 
81 
85 
75 
89 
79 
92 
85 
79 
Ability to get a seat 
92 
94 
92 
95 
95 
100 
97 
92 
96 
87 
Reliability 
69 
73 
70 
71 
79 
71 
77 
79 
68 
69 
Value 
83 
83 
68 
92 
90 
89 
92 
78 
73 
81 
 
 
West Midlands
Total
Region 
Total
18909 20056 20585 20989 29069 29139 29178 29275 29322 29324 29371 31229 31240 31269 38026 38064
No. of interviews
3087
494
27
47
36
40
23
33
28
14
46
22
39
20
56
26
5
32
Overall Satisfaction
83
79
88
82
83
81
89
77
80
80
77
80
75
75
72
66
88
87
Safety at stop
81
76
82
85
81
81
78
72
76
81
63
62
79
79
72
74
86
79
Litter at stop
79
74
80
78
75
82
77
78
73
67
70
55
79
72
71
64
74
77
Cleanliness at stop
81
76
82
83
78
83
80
77
72
74
70
73
79
68
74
62
84
80
Condition at stop
81
79
83
85
83
79
86
83
78
63
76
76
79
64
77
77
100
81
Information at stop
76
72
74
63
76
79
82
74
79
72
73
70
79
60
72
72
68
59
Facilities at stop
76
74
73
79
83
78
81
76
77
67
73
63
79
57
70
70
60
68
Exterior cleanliness
86
82
91
81
83
83
85
84
79
85
80
79
78
90
79
77
96
84
Exterior condition
87
83
91
84
87
84
88
84
80
88
83
84
79
89
78
80
96
80
Exterior information
87
82
90
83
85
86
88
88
81
76
80
76
80
86
78
70
96
82
Interior cleanliness
82
77
88
77
77
74
86
78
76
78
69
73
75
86
73
73
96
82
Interior condition
85
81
91
83
84
77
88
82
78
82
78
75
78
89
77
80
96
86
Comfort
84
80
88
82
86
77
87
82
77
75
75
79
80
79
75
74
96
83
Interior information
83
80
89
83
80
83
86
78
79
82
78
80
80
85
78
64
96
78
Time waited
82
79
86
73
84
81
89
76
83
74
73
78
77
81
79
64
92
83
Ease of getting on
90
87
89
91
92
86
91
88
83
88
86
85
83
90
83
81
100
89
Driver behaviour
90
88
90
89
91
84
95
88
84
92
82
90
78
93
91
87
100
94
On-bus safety
91
87
93
92
89
85
94
87
88
91
79
85
80
93
85
88
98
94
Journey time
89
86
94
88
86
84
93
86
86
85
84
84
82
89
84
73
98
88
Smoothness of ride
83
80
87
84
81
84
87
82
80
76
72
81
77
71
79
74
96
85
Ability to get a seat
92
89
95
92
92
87
89
91
86
92
86
92
81
90
88
82
100
93
Reliability
69
63
73
56
59
70
82
58
68
58
41
53
62
67
65
58
66
79
Value
83
80
90
90
84
85
85
77
72
83
65
73
82
73
78
77
86
88


Yorkshires/Humberside
Total
Region 
Total
9668 20021 20056 20989 21121 24558 31137 31192 31225 31263 31278 74589 78125
No. of interviews
3087
506
39
55
5
13
16
33
53
57
49
57
52
20
57
Overall Satisfaction
83
82
85
82
76
75
84
80
84
82
84
82
84
82
81
Safety at stop
81
81
75
80
66
78
82
83
88
75
77
87
85
73
81
Litter at stop
79
80
68
78
72
80
86
82
90
79
74
89
76
80
80
Cleanliness at stop
81
82
70
81
70
81
73
92
94
81
74
89
84
77
80
Condition at stop
81
83
75
80
78
82
85
87
95
82
77
89
81
77
80
Information at stop
76
76
71
79
32
81
86
80
84
74
75
82
72
68
73
Facilities at stop
76
75
64
75
74
76
78
75
82
73
77
83
76
64
73
Exterior cleanliness
86
85
81
80
75
86
88
76
90
90
82
96
90
81
74
Exterior condition
87
86
81
85
86
87
88
84
93
92
81
95
88
81
74
Exterior information
87
86
80
86
73
86
83
89
97
86
83
92
87
82
78
Interior cleanliness
82
82
80
84
80
68
82
78
88
80
74
90
82
84
80
Interior condition
85
85
83
82
88
80
87
85
92
84
80
93
91
83
74
Comfort
84
84
82
84
84
78
88
83
87
87
79
91
88
80
78
Interior information
83
82
77
84
82
85
84
89
89
86
80
88
77
81
69
Time waited
82
83
81
78
84
78
83
83
91
84
83
89
85
76
75
Ease of getting on
90
91
89
89
92
83
84
91
97
89
89
94
93
85
91
Driver behaviour
90
90
86
90
88
88
94
90
91
93
86
93
92
85
89
On-bus safety
91
91
87
90
86
82
90
90
96
94
86
93
94
89
91
Journey time
89
88
89
87
92
83
90
88
97
89
85
89
89
91
83
Smoothness of ride
83
82
78
84
84
88
88
78
91
86
76
84
82
84
75
Ability to get a seat
92
92
92
90
92
95
91
89
100
93
92
93
97
87
81
Reliability
69
68
66
69
64
73
73
53
73
65
69
78
67
69
67
Value
83
85
85
88
92
87
82
86
84
84
81
89
85
86
84

## 7 Spot Checks And Back-Checking

This report covers the spot-checking and back-checking (validation) for Quarter 4 of 2010. 

## 7.1 Spot Checks

- It is made clear to interviewers that they may be spot-checked at any time.  A 
supervisor, deputy or senior interviewer will visit a shift unannounced, and 
spend some time observing the shift anonymously.    
- Interviewers are assessed on the following criteria - appearance, recruitment 
in terms of all respondents having alighted from a bus, recruitment in terms of demographic bias, use of showcards, and overall control of the interview.  If it 
is possible without compromising the spot-checkers anonymity the interviewers clarity of speech and script adherence are also assessed.   
- Where possible observations remain anonymous - Results are passed on to Area Managers and any errors or any element of a 
spot-check that was rated poorly is discussed with the interviewer.   
- The standard requirement is that 10% of shifts are spot-checked. 
- 
In Quarter 4, 21 shifts (10% of total) were spot-checked.   
- Two interviewers were found not to be using the showcards provided.  The 
area managers concerned will discuss the issue with the interviewers and 
reinforce the need for correct administration of all interviews.   
- On one shift the spot-checker could not locate the interviewer.   
- However the interviewer concerned subsequently had interviews confirmed by 
the validation department.     
- No other quality control issues were raised. - In addition to GfK spot-checks, six unannounced observations of shifts were 
made by representatives of Passenger Focus.   
o In three visits the interviewers were assessed to be satisfactory, and no 
issues were raised.   
o In one case the interviewer was not located.   However the Passenger 
Focus representative could only be present for a brief period during the middle of the shift, and on investigation it was found this coincided with the interviewer taking their break, and no interviews had been claimed to have been conducted during this time.   
o On another shift an interviewer was heard to initially tell a passenger 
that the interview was being carried out on behalf of the Department for 
Transport rather than Passenger Focus.  This has been pointed out to 
the interviewer by the Area Manager, and the necessity of following the script and interviewer instructions was strongly emphasized.  The interviewer was also instructed to be more pro-active and methodical in ensuring they approach a random selection of passengers as they alight.   
o In another shift the Passenger Focus representative felt that the 
interviewer could have been dressed in a more professional manner.  
Due to the poor weather some additional leeway from the usual dresscode was allowed, but the interviewer was told to try and dress more 
smartly for future waves.   
The Table overleaf shows a summary of the results of the spot-checks carried out by the GfK Field Department in Quarter 4.   

## Gfk Nop Spot Check Report Quarter 4 2010

Interviewer present 
Yes
20
No
1
MRS ID Card carried
Yes
17
No
1
not known
2
GfK Survey Badge worn
Yes
13
No
3
not known
4
Letter of authority carried
Yes
No
not known
20
Excellent
Good
Fair
Poor
Very poor
N/A
Reason for scoring Poor/Very Poor
Action taken
Appearance of interviewer
5
15
Recruitment of Respondents (all alighting from bus)
3
17
Recruitment of Respondents (no demographic bias)
4
16
1 x showcards not used in a couple of interviews - too 
windy
1 x showcards not used during observed interviews
Spot checker told interviewer that showcards 
must be used at all times
Area manager will instruct interviewer to use showcards at all times
2
Use of showcards
12
2
2
2
Clarity of speech*
2
8
10
Script adherence*
6
3
11
Overall control of interview
3
16
1
Other Observations
* Where possible without compromising anonymity

## 7.2 Back-Checking

The procedure is that 10% of interviews are selected per Quarter for telephone backchecking. This ensures that interviews are being conducted at the right time and in the right place.  It is also good practice for interviewers to know that respondents are being telephone back-checked.  During Quarter 4 twenty-seven of the eighty-five interviewers who worked on the project had interviews validated.   
Back-checkers ask for: " time and day when interview took place (this is checked against shift schedules) " whether screening questions were asked 
" demographic profile details. 

The table below shows the outcome of the Q4 telephone back checks. 

 
" 27 (32%) interviewers validated " 31 (16%) shifts validated " 533 (17%) interviews sampled for validation, of which 
" 24% no telephone numbers provided " 2% Dead telephone line when called. " 4% incorrect numbers given/recorded 
" 12% no reply after 5 calls 
" 312 interviews validated (10%), of which: 
" (6%) did not recall/not asked screening questions 
" (3%) Age incorrectly recorded 
 
- 533 interviews were selected to be back-checked; they were taken from 31 shifts, 
and twenty-seven of the eighty-five interviewers who worked on the project this 
quarter had interviews validated.   
- 312 interviews were validated. - The discrepancies on age were passed to Area Managers who will bring them to the 
attention of the interviewers concerned.    
 

## 9 Questionnaire Changes

o There were no changes to the questionnaire this quarter.