Glasgow Queen Street Station Redevelopment research May 2015 Contact: Sultana Idris, Insight Team, Transport Focus Fleetbank House, 2-6 Salisbury Square, London, EC4Y 8JX Tel: 0300 123 0860 Email: Sultana.Idris@transportfocus.org.uk
Agenda • Introduction • Background • Profiling station passengers • Overall experience and satisfaction • Performance ratings • Improvements to the station • Summary of findings • Appendix 2
Introduction As part of the Edinburgh Glasgow Improvement Programme (EGIP), Transport Scotland will be investing £650 million in improving Scotland’s railway infrastructure, which includes modernising the mainline between Edinburgh and Glasgow. The project will provide significant economic, social and environmental benefits for Glasgow Queen Street, which is Scotland’s third busiest station with 20 million passengers using it each year. Construction is due to begin in November 2014 and last around five years. Stations provide a gateway to both the rail network and some of Britain’s busiest towns and cities, connecting the railway with local communities and tourist destinations. When it comes to delivering a project of this scale at a major station, like Glasgow Queen Street, there is huge potential to inconvenience a large number of passengers.
Introduction Allowing passengers’ an opportunity to say what they want from the redevelopment and express any concerns about the impact of the works is vital to ensuring that their interests are kept at the heart of the project. Transport Focus was therefore pleased to be asked to lead research in partnership with Transport Scotland, Network Rail and First ScotRail who are working together to deliver the project. The aim of this research is to gain an understanding of passenger experiences at Glasgow Queen Street station before, during and after the redevelopment work takes place. So there will be three phases in all. This report sets out the findings of the first phase of quantitative research, which is before the redevelopment work began. For more information on the EGIP project visit: http://www.egip.info/
IMAGE Background
Background Objective: The main objective of this research is to assess and track rail passengers’ views on the improvement programme at Glasgow Queen Street (GQS) station and to evaluate the impact on passengers before, during and after completion of the works. These results are for the initial benchmark wave. Approach Pen and paper postal returns: The survey was conducted by pen and paper postal returns, with 5118 questionnaires handed out at GQS station. Fieldwork was conducted between 12 November to 5 December 2014. Interviewers were positioned at three different locations within the station to capitalise on footfall during the day. Each interviewer shift was six hours and was spread across the day and covered both weekdays and weekends. Sample Respondents completed the questionnaire in their own time and sent it back to us via post. 978 complete and clean surveys were returned in total (19 per cent returned response rate). Quotas and weighting: Questionnaire hand-out quotas were place on gender, age, journey purpose. The overall data was also then weighted to the profile of GQS passengers from ScotRail’s internal survey of passengers, with weighting applied on gender, age, station usage frequency and journey purpose. 6
IMAGE Profiling station passengers
Respondent profile Profile of rail passengers at GQS station: All respondents Gender Age Working status 6% Working full-time 56% 65+ 12% Full-time student 55 - 64 14% 15% 45 - 54 Working part-time 13% 18% 35 - 44 Retired 8% 26 - 34 21% Not working 6% 19 - 25 Refused 5% 18% 16 - 18 42% 53% 5% Part-time student 2% Average age = 39 years 5% refuse 6% refuse Technology usage Ethnicity Disability No , Smartphone 76% 81% White 89% Laptop 56% Asian/Asian 2% British Tablet 40% Yes, 10% Mixed 1% Mobile phone 16% For 45% disability has adverse GPS/sat nav 15% Other 2% effect on ability to make journeys None of these 8% 6% refuse 9% refuse 8 Q25, Q26, Q28, Q27, Q29, Q32, Q33 Base: Total (n=978)
Almost half of passengers use the station at least weekly, with one in four using the station five times or more per week Profile of station usage and journey purpose – All respondents Frequency of station usage Journey purpose Q1 Typically, how often do you use Glasgow Queen Street Station? 9 Q5 What was the main purpose of the trip you were making when given this questionnaire? Base: Total (n=978)
Journey profile Profile of today’s journey to/from Glasgow Queen Street station - All respondents Ticket purchase Journey stage Station ticket office 22% Net: On day Ticket machine 14% 23% Connecting of travel 45% On a train 9% Via the website/app 20% 35% At the station Net: In advance 14% Arriving Over the phone 1% 35% Via a travel agent 1% Season ticket/smartcard 12% Departing 39% Ticket bought for me 5% Other method 2% Travelling with Use of station Station access retail/catering On foot/walked 37% Alone 65% Bus/coach 20% Train Other adults 16% 26% No, Yes, Subway 16% 61% Children 4% 36% Taxi 8% Car - pick up/drop off 6% Car - parked 4% Luggage/bulky Average amount 18% items Bicycle 1% spent = £4.80 Q5, Q12, Q19 , Q20, Q31 10 Base: Total (n=978)
Train capacity and value for money are the two train journey issues flagged by passengers as being most poor Experience of today’s journey Net: Base Good size 86% 949 The length of time the journey was scheduled to take 9% 4% 42% 44% The frequency of the trains on that route 84% 944 9% 6% 36% 48% Punctuality/ reliability of the train (i.e. the train 82% 947 9% 7% 38% 44% arriving/ departing on time) 80% 950 The ease of being able to get on and off the train 34% 46% 13% 5% Connections with other train services 77% 961 29% 48% 17% 4% The train capacity (i.e. space for all the passengers) 62% 950 22% 40% 14% 9% 15% The value for money of the price of your ticket 53% 939 21% 32% 20% 17% 10% Very good Fairly good Neither Fairly poor Very poor Q9 Now thinking about the train journey you were on when you were handed this questionnaire at Glasgow Queen 11 Street station, how would you rate each of the following? Base: Excluding don’t knows
There were no station access issues at any of the entrances or exits used to access or depart from the station Access at Glasgow Queen Street station: Entrance/exit ease of use Ease of entrance Ease of exit 1% 1% 2% 3% 9% 10% Very difficult Very difficult 27% 26% Fairly difficult Fairly difficult Neither Neither 60% Fairly easy Fairly easy 55% Very easy Very easy All entrances All exits Q11 How easy or difficult did you find entering/exiting Glasgow Queen Street station today? Base: Total (n=978) 12
IMAGE Overall experience and satisfaction
Two thirds of passengers feel generally positive about GQS station. Negative experience focused on crowding/congestion Overall experience of using Glasgow Queen Street station: All respondents Good/ very good/ fine/ ok/ pleasant 54% 58% Net: Quick/ ran smoothly/ straight forward 7% general 3% Easy to get round positive 6% Helpful 10% staff 4% Friendly Easy to find member of staff/ lots of staff 1% Clean/ tidy 5% 6% cleanliness Bright/ open/ spacious 1% Positive Clear signage/ information 3% sentiment Good facilities to buy food and drink 2% 66% Trains on time 2% 10% other Adequate shopping facilities 1% Easy access 1% Busy/ congested/ crowded 9% Queues for ticket machine/ ticket office 2% 12% crowding/congestion 1% Congested at ticket barriers Station cold/ no warm waiting area 4% Lack of seating 3% 2% Station needs updating/rundown 11% facilities Toilets expensive 1% No cash machine on main concourse 1% 1% Uncomfortable/ cold seating Negative 30% 6% signage/announcements Announce platforms too late 3% Poor announcements/ tanoy system 2% sentiment 2% Poor signage Lack of information about delays/ cancellations 1% 4% delays/travel issues Delays/ waiting/ disruption 3% 2% Cancellations Staff 2% 2% Dirty Q6 How would you describe your overall experience of using Glasgow Queen Street station? Base: Total (n=978) 14
Positive comments pick out staff helpfulness and friendliness, negative comments focus on station crowding, delays and lack of seating and warm waiting areas Overall experience of using Glasgow Queen Street station: All respondents Positive sentiment 66% Negative sentiment 30% Q6 How would you describe your overall experience of using Glasgow Queen Street station? Base: All respondents with positive/negative experience 15
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