Research

Here at TESS we believe in what we do for the community. We are continually looking at the ways we can improve services, and always strive to work in an environmentally friendly way. Where we get feedback that is less than positive we will do our best to make improvements!

The 49Link bus service started operating as a Demand Responsive Service on 1st April 2005.
In March 2006 all registered users of the service were sent a questionnaire asking them for their views on the service.

In total around 90 surveys were sent out and 40 were returned by the passengers. Some couples who travel together returned one form between them. Some of the results of the survey are listed below, either in the form of a percentage, or as a frequency based on the number of replies received.

Survey results

How often do you use the 49Link?

	%
2 - 3 Times a week	23
Once a week	39
2 - 3 times a month	8
Less than once a month	30

As the 49Link currently serves different areas on different days, it is not unexpected that the majority of passengers use the service just once a week. Passengers who travelled on the bus 2-3 times a week tended to live in Craven Arms which has a service 5 days a week. A high percentage of passengers (30%) used the service less than once a month.

Which of the following describes your reasons for using the 49Link?

Activity..	Number
Shopping	30
Access to Healthcare	12
Visiting friends/socialising	14
Travel to work	1
Council Services	1
Links to other transport	2

Most passengers used the service for more than one reason. The most popular combinations were shopping and socialising, and shopping and access to healthcare. Only one passenger used the service to travel to work - probably because the operating times of the service (9.30am - 3pm) fall outside conventional working hours.
Other reasons for using the bus included visiting tourist attractions, and travelling to day classes.

How would you travel if the 49Link wasn't available?

Travel by..	Number
Walk	13
Private car	7
Taxi/Community car	9
Other bus service	5
Would not travel	17
Other	1

A high number of passengers (17) would not travel if the 49Link was not available. Alternatively passengers would walk or rely on a taxi/community car to travel.
When taken in connection with question 2, it can been seen that having some form of transport (bus, car or taxi) available is important, if the people who took part in this survey are to gain access to shops, health care and social events.

Some passengers also commented that they are able to carry more shopping, or shop on a more regular basis because they can use the bus to carry their shopping home.

How did you find out about the 49Link bus?

Found out from..	Number
49Link leaflet	14
Coffee morning	4
Local Press	5
49er magazine	8
Previous user of bus	16
Poster/timetable case	2

A sizable number of passengers had used the 49Link before it became demand responsive in 2005.
Since this survey was carried out there has been an increase in promotion of the bus, and further research is currently being undertaken which includes how best to advertise the service to a wider audience.

How do you feel about having to phone TESS to pre-book your journey on the 49Link?

	%
It's easy. I don't mind booking by phone	85
I don't mind phoning, but find it a bit difficult	10
I find booking by phone difficult and sometimes don't travel because I haven't booked in time	5

These results show that most existing users of the 49Link do not mind phoning to book their journeys on the bus. What this survey doesn't show is whether potential new users of the service have been put off by having to book their journey on the bus.

How would you rate the service provided by:
a) The 49Link drivers?

The drivers are..	%
Excellent	95
Good	5
Average	0
Poor	0

The vast majority of passengers thought that the 49Link drivers provided an excellent service. Many passengers made additional comments about the drivers, saying that they provided an excellent service and were always helpful towards the passengers.

b) The 49Link booking staff?

The Booking Centre staff are..	%
Excellent	90
Good	10
Average	0
Poor	0

Like the drivers of 49Link, the booking Centre staff rated highly with the passengers. Passengers commented on the friendly nature of the staff which gave the booking line a personal touch.

Since the 1st April 2005 have you always been able to travel on the 49Link at the times you wanted to?

Do you travel when you want to?	%
Yes, I always travel when I want to	81
Yes, but sometimes my journey is a few minutes earlier or later than I wanted	13
No, I often have to travel at a different time	3
No, I am rarely able to travel when I want to	3

Most passengers were able to travel at the times they wanted to, or were offered travel times which were only a few minutes different to the one they requested.

Passengers who didn't get to travel when they wanted to, tended to be less frequent users of the service, or lived furthest away from Craven Arms. Generally the more regularly a passenger used the bus, the more likely they were to travel at the times they wanted. Whilst this meets the needs of regular passengers, it may make attracting new users to the service more difficult as fewer journey times will be available.

What could be done to improve the 49Link Service?

Improve the service..	Number
Be able to book the bus on the day you travel	20
Have the bus run earlier and later in the day	10
Run more 'Days Out' on the bus	15
Have better links with other bus and train services	4

Passengers felt that being able to book on the day of travel would be useful, particularly if they were attending medical appointments or had to make a last minute journey.
The idea of days out to Ludlow, Church Stretton or even Shrewsbury, were also suggested, as were trips out to country pubs. Some passengers would like the bus to run for longer periods each day.

The idea of linking up with other bus or rail services was less popular, passengers preferred the idea of travelling for the whole of their journey without having to change vehicles.

What is your age group?

Ages of passengers..	%
Under 18	0
18-29	0
30-45	2
46-60	10
61-80	54
81+	34

As previous surveys on the 49Link have shown, the vast majority (88%) of passengers who use the service are aged 61 or over.
No one under the age of 30 took part in the survey, although in the school holidays some children have used the service to visit local tourist attractions.

The introduction of the concessionary fares scheme from 1st April 2006 will have an impact on the ticket income taken on the service, as the majority of passengers will qualify for free travel passes.

Additional comments

Passengers taking part in the survey were asked if they would like to make any additional comments.

Most said that they enjoyed using the service and found it easy to use. Some passengers said they couldn't get out and about without the service.
The most common request was for more days out, or shopping trips to towns like Ludlow, Craven Arms and Shrewsbury.

This type of journey took place at Christmas (2005) and in the school summer holidays (2005), and seemed to be popular with passengers. Similar journeys could be made in the future, but this would have an impact on the regular journeys that the bus makes in and around Craven Arms.
Some passengers would like to 'hail and ride' the service in Craven Arms without having to book their journey.
Three passengers commented that the service was excellent value for money.
One passenger (who only used the service occasionally) preferred the timetabled 49Link service.
Two passengers commented that their friends and neighbours would use the service, but were concerned that it might be axed as soon as they got used to using it.

This survey can only give a general overview of passenger's views on the 49Link, but it does suggest that the development of the 49Link as a Demand Responsive Service has been welcomed by the passengers.

The survey also raises some wider issues about how the service can be expanded. If other Demand Responsive Services are to be introduced in the county, additional research into the views of 'non users' would also be useful; to see if changes to the way the service is run and promoted could encourage more passengers to use Demand Responsive transport in the future.

To request further information on The 49Link or TESS by email, click on the "contact us" button at top of page.

Alternatively, you can phone TESS on 01588 673888 (office hours),

or write to "TESS, Central Marches BDC, Turners Hill Road, Craven Arms Business Park, Craven Arms, Shropshire, SY7 8DZ"