《2CV：2021-2022年乘客輔助體驗研究報告（英文版）（76頁）.pdf》由會員分享，可在線閱讀，更多相關《2CV：2021-2022年乘客輔助體驗研究報告（英文版）（76頁）.pdf（76頁珍藏版）》請在三個皮匠報告上搜索。

1、 Experiences of Passenger Assist Research report 2021-2022 Office of Rail and Road July 2022 2 TABLE OF CONTENTSTABLE OF CONTENTS 1.1.Executive summaryExecutive summary 3 3 2.2.IntroductionIntroduction 5 5 3.3.Background Background and objectivesand objectives 6 6 4.4.MethodologyMethodology 8 8 5.5.

2、Who we spoke toWho we spoke to 1010 6.6.ImportaImportance of Passenger Assistnce of Passenger Assist 1919 7.7.What assistance are passengers booking?What assistance are passengers booking?2020 8.8.Experience of booking Passenger AssistExperience of booking Passenger Assist 2323 9.9.Experience on the

3、 day of travelExperience on the day of travel 3232 10.10.Satisfaction with assistance on journey measuredSatisfaction with assistance on journey measured 3939 11.11.Overall satisfaction with Passenger Assist,staff,and station facilitiesOverall satisfaction with Passenger Assist,staff,and station fac

4、ilities 4242 12.12.Conclusions and recommended improvements to Passenger AssistConclusions and recommended improvements to Passenger Assist 4747 Appendix 1 Appendix 1 Margins of error Margins of error crib sheetcrib sheet 5454 Appendix 2 Appendix 2 All assistance received by Station facility operato

5、r(all interviews)All assistance received by Station facility operator(all interviews)5555 Appendix 3 Appendix 3 Key metrics by Station facility operator(all met by staff)Key metrics by Station facility operator(all met by staff)5656 Appendix Appendix 4 4 Key metrics by disability typeKey metrics by

6、disability type 5959 Appendix Appendix 5 5 QuestionnaireQuestionnaire 6060 3 1.1.Executive summaryExecutive summary BackgroundBackground Passenger Assist is a service offered by rail companies providing free assistance to passengers with disabilities,or anyone else who may require help,to enable the

7、m to make their journey.Rail companies participation in Passenger Assist is mandated through their regulatory requirement to have an Accessible Travel Policy(ATP)approved by the Office of Rail and Road(ORR).The intent of Passenger Assist is to make rail travel accessible to everyone.Passenger Assist

8、 is open to anyone who needs assistance;this could be due to a disability or long-term health condition,a temporary health issue or old age.No proof is required to demonstrate eligibility to use the service.Assistance can take various forms from being assisted into the station and help getting on an

9、d off the train,to help with luggage and moving around stations.The responsibility for the assistance at each station is with the designated operator of each station,known as the Station Facility Operator(SFO).2CV(previously Breaking Blue)has undertaken annual research since 2017 on behalf of ORR,to

10、 investigate the extent to which Passenger Assist meets users needs and expectations overall and how well individual operators perform in terms of meeting their Passenger Assist obligations.ORR commissioned another wave of this research to cover the period 2021-22.Headline resultsHeadline results Ov

11、erall satisfaction with Passenger Assist based on all past usage has increased to 87 per cent this year,and the Net Promotor Score(likelihood to recommend Passenger Assist)has risen to 75.For the specific journey assessed in the interview 94 per cent those either satisfied or very satisfied.These sc

12、ores have all risen since 2020-21,and steadily over the past 5 years.Around three in five(61 per cent)stated they could not have completed their journey without Passenger Assist.Around a third(36 per cent)could have completed their journey,but it would have been more difficult for them without Passe

13、nger Assist.The proportion of passengers either fairly or very satisfied with the overall booking process remains high,with over nine in ten(93 per cent)satisfied.Almost all passengers are able to complete their journey leg as planned(95 per cent).Of the remainder,three per cent are able to continue

14、 their journey but not as planned,and just one per cent are unable to continue their journey due to a lack of available staff.Areas Areas for improvementfor improvement Almost a quarter(23 per cent)do not receive all of the assistance that they booked.4 11 per cent of passengers are not met by staff

15、,and a further 7 per cent have to wait too long at the station to receive the assistance that they have booked.Booking by telephone is taking longer than in previous years-11 minutes and 36 seconds on average-a significant increase from 9 minutes and 41 seconds last year.Passenger comments suggest t

16、here are often long wait times to speak to an agent.There is still a concern that 28 per cent of passengers do not feel confident all elements of the assistance they booked will be delivered on the day of travel.This increases to 35 per cent when booking online.As in previous years,some passenger ty

17、pes(especially those with non-visible disabilities)give lower satisfaction scores,suggesting that staff may not have enough knowledge to meet their needs-both during the booking process and when assisting passengers.Some passengers report having issues when using the Passenger Assist app.These probl

18、ems need to be rectified before raising awareness and promoting use of the app further.As in previous years,a number of passengers say it would be preferable if they could book Passenger Assist and their train tickets at the same time.5 2.2.IntroductionIntroduction The Office of Rail and Road(ORR)is

19、 the independent safety and economic regulator for Britains railways.A condition of the operating licences that ORR grants to mainline train and station operators requires them to establish and comply with an Accessible Travel Policy(ATP).This ATP,which ORR approves,sets out in detail the arrangemen

20、ts that an operator will put in place to support disabled passengers.A key aspect of ORRs regulatory work is to ensure that Train Operating Companies(TOCs)and Network Rail fulfil the commitments made to passengers in their ATPs.A primary element of the ATP is the requirement for train and station op

21、erators to participate in Passenger Assist,which obligates them to assist,free of charge,passengers with disabilities,and anyone else who may require help,to enable them to make their journey.Passenger Assist therefore plays a crucial role in making rail travel accessible to all irrespective of thei

22、r circumstances.Since 2017 ORR has commissioned annual research by 2CV(previously Breaking Blue)to investigate the extent to which Passenger Assist meets users needs and expectations,and to explore how well individual operators perform in terms of meeting their Passenger Assist obligations.ORR commi

23、ssioned another wave of this research for 2021-22 to support its ongoing compliance monitoring in this area and to build on the wider body of evidence about how well Passenger Assist is meeting user needs and expectations.6 3.3.Background and objectivesBackground and objectives Passenger Assist allo

24、ws passengers who need assistance to book it in advance of their journey.Bookings can be made by email or online,although the majority of bookings are made by telephone using a Freephone number.Passengers are also now able to book via the Passenger Assist“app”that was launched in May 2021.There is a

25、lso a Turn up and Go service whereby passengers can arrive at the station and request assistance that has not been booked in advance.Station operators are required to provide assistance to passengers,even if this has not been arranged in advance,where this is reasonably practicable.This type of unbo

26、oked assistance is commonly known as Turn up and go.This type of unbooked assisted is outside the scope of this research.Passenger Assist is available to anyone who needs assistance;for example,due to a disability or long-term health condition,temporary health issue or old age,and no proof is requir

27、ed to demonstrate eligibility to use the service.The service can take various forms,being assisted into the station,help getting on and off the train and help with luggage.The responsibility for the assistance at each station is with the designated operator of that station,the Station Facility Opera

28、tor(SFO).However,the provision of assistance in the station can be subcontracted,for example,from Network Rail to a TOC,or this responsibility can be shared between TOCs.Nevertheless,the SFO,from a regulatory perspective,remains responsible for the station and is accountable for any assistance provi

29、ded within it.Consistent with this,for the purposes of this research ORR decided that the assistance provided at each station would be allocated to the relevant SFO,regardless of which company the staff providing the assistance worked for.Since it may not be apparent to the passenger who the SFO is

30、for a station,the assignment of results to SFOs is based on the Passenger Assist booking records,rather than by the passengers recall of who they booked or travelled with.The overall aim of this research is to explore passenger experiences of Passenger Assist across all aspects of the service,and to

31、 seek feedback on any potential areas for improvement.The specific research objectives are as follows:Profile assisted travel service users,including their demographic characteristics,impairment type,the journey purpose,frequency of use of the train and the assisted travel service.Evaluate a recent

32、journey,from booking assistance through to the actual journey and experience on the day.Measure overall satisfaction when travelling by train using Passenger Assist and reasons for any dissatisfaction.In 2017-18 ORR and 2CV(previously Breaking Blue),with input from Network Rail and a number of TOCs(

33、especially those TOCs with experience of using surveys to measure Passenger Assist satisfaction on their own services and stations),developed a quantitative questionnaire addressing the above objectives.In 2018-19 minor changes were made to the questionnaire(notably measuring assistance with boardin

34、g and alighting the train as separate categories).In 2019-20 no changes were made to the questionnaire,ensuring it remained comparable to 2018-19 and to the original wave.7 When the research re-started for 2020-21 the questionnaire was amended to capture the effect of COVID-19 on passengers and thei

35、r journeys.However,no changes were made to the questions measuring satisfaction with Passenger Assist.For the 2021-22 research,fewer questions relating to COVID-19 were included and additional questions were added to understand awareness,usage and feedback on the Passenger Assist app.8 4.4.Methodolo

36、gyMethodology When booking assistance,a record is created in the Passenger Assist database for each assist rather than for each journey,journey leg or each passenger.For example,a passenger travelling from London Euston to Birmingham New Street who requested help with luggage,and assistance boarding

37、 and alighting the train would have a record created for each assistance type requested at each station(so there would be four records created for the outbound journey two at London Euston and two at Birmingham New Street and a further four for any return journey two at Birmingham New Street and two

38、 at London Euston).However,to allow attribution of the results to a specific SFO,in this survey passengers are asked about assistance given at a particular station rather than across the entire journey(or indeed instead of their experience of the entire service over a period of time).In order to ens

39、ure that the sample is representative of the rail industry as a whole,interview targets were set for each SFO based on the proportion of total booked assists they received.Fieldwork was conducted between 7th July 2021 and 30th April 2022,with research including those using Passenger Assist between 1

40、st April 2021 to 31st March 2022.The Rail Delivery Group(RDG),who manage the Passenger Assist system,provided samples from their database on a monthly basis during this period.The sample files contained a record for each assist booking rather than each passenger,which meant they needed to be de-dupl

41、icated.All elements were randomly selected for each participant to avoid sample bias:the leg of the journey;the station(start,finish,or interchange);and the type of assist.In addition,for each sample file,passengers who had been contacted previously were removed from the new sample.A combined approa

42、ch of online and telephone interviews was used to give everyone the opportunity to participate in the manner they felt most comfortable with.The initial approach for all records containing an email address is by email.The telephone sample is drawn from those not supplying an email address at the tim

43、e of the booking and those who indicated a preference to be interviewed by telephone.The balance between telephone and online interviews has changed during 2021-22 with more passengers completing online than by telephone compared to 2020-21,when more interviews were conducted by telephone.We do not

44、believe this has had a significant effect on the trends shown in the results.Telephone interviews seemed to be more popular during 2020-21 with passengers more willing to talk on the telephone.Uptake in participation online this year could be due to increased usage and familiarity with technology/on

45、line surveys post the COVID-19 pandemic.9 Figure Figure 4 4.1.1 Interview typeInterview type This report details the findings overall and any differences between relevant sub-groups(such as age,disability type,and how the booking was made).Certain sub-groups are only reported for questions that are

46、directly relevant to them.Significance testing is conducted at a level of+/-95 per cent and where there are differences between sub-groups with a large enough sample size and/or difference in results to be significant,these have been reported.We have generally avoided reporting differences between s

47、ub-groups which are not statistically significant,however in a small number of cases we have done so(mainly where they are consistent with other data points which are statistically significant).If there is no mention of the sub-groups then this is because there are no meaningful differences to be re

48、ported.Within the report,figures that have significantly increased this year are shown in green or using a green arrow in the charts and tables,and figures that have significantly decreased are shown in red or using a red arrow.Note that due to rounding,some totals may not correspond with the sum of

49、 the separate figures.10 5.5.Who we spoke toWho we spoke to A total of 5,290 passengers were interviewed.Over four in five(83 per cent)of people we spoke to are passengers using Passenger Assist themselves,and just under one in five(17 per cent)are companions who accompanied someone using Passenger

50、Assist.Figure 5.1Figure 5.1 Interviews achieved by station facility operatorInterviews achieved by station facility operator 11 Frequency of using Passenger Frequency of using Passenger AssistAssist Before the COVID-19 pandemic,(pre 23rd March 2020)the majority of passengers using Passenger Assist d

51、id so infrequently.In 2021-2022 less than one in ten(7 per cent)used Passenger Assist at least monthly and half(50 per cent)used Passenger Assist less often than once a month,but more often than twice a year.A third(34 per cent)were not using Passenger Assist before the pandemic but are now.FigureFi

52、gure 5 5.2 2 Frequency of travel before the CovidFrequency of travel before the Covid-19 pandemic19 pandemic One in four(25 per cent)used passenger assist during the peak of the pandemic(between March 2020 and April 2021).Those most likely to have used the Passenger Assist service during the COVID-1

53、9 pandemic were younger passengers aged 25 to 34(32 per cent).In the future,just under two thirds(63 per cent)expect to use Passenger Assist more than they did during the peak of the COVID-19 pandemic.One in four(26 per cent)are not sure about their future use of Passenger Assist,while only one in t

54、en(11 per cent)expect their usage to decrease.A3.How often did you/your companion typically use Passenger Assist before the COVID-19 pandemic?(before 23rd March 2020)Base:All respondents(21-22:5290)12 FigureFigure 5 5.3 3 Frequency of travel goingFrequency of travel going forwardforward Profile of u

55、sersProfile of users Females continue to make up the majority of those taking part in our survey(73 per cent)with a significant increase from 65 per cent in 2020-21 although this proportion is similar to previous waves prior to the COVID-19 pandemic.The proportion of males taking part in our survey

56、has now fallen below pre-COVID proportions.(25 per cent versus 34 per cent in 2020-21 and 29 per cent in 2019-20).A3e.How do you expect your usage of Passenger Assist going forward to compare to before March 2020?Base:All using Passenger Assist before the pandemic(2021-22:3,415)13 FigureFigure 5 5.4

57、 4 GenderGender F1.Are you Base:All respondents(2017-18:4,210;2018-19:4,968;2019-20:4,073;2020-21:1,549;2021-22:5290)14 Most passengers booking assistance are aged over 65(71 per cent),with the proportion under 50 years old booking assistance around one in ten(10 per cent).The proportion interviewed

58、 aged 75 and over has increased this year from 29 per cent to 48 per cent;a significant increase compared to last year(29 per cent)and the highest proportion so far.The number booking assistance from all other age groups has fallen.This is in contrast to the pandemic,when fewer older people were tra

59、velling.FigureFigure 5 5.5 5 AgeAge F2.How old are you?Base:All respondents(2017-18:4,210,2018-19:4,968;2019-20:4,050;2020-21:1549;2021-22:5,290)15 Reflecting the older average age of passengers in the survey,there has been a significant increase in the proportion of passengers who are retired(from

60、55 per cent in 2020-21 to 74 per cent in 2021-22).All other working statuses have fallen back to below pre-pandemic levels,with eight per cent not working and just two per cent studying.FigureFigure 5 5.6 6 Employment statusEmployment status F3.Which of the following best describes your current circ

61、umstances?Base:All respondents(2017-18:4,210,2018-19:4,968,2019-20:4,048;2020-21:1549;2021-22:5,290)16 Type of disability or condition Type of disability or condition The most common type of disability is a physical one,although this has dropped significantly(58 per cent in 2021-22 versus 62 per cen

62、t in 2020-21).The proportion with a non-visible disability(learning,concentrating or remembering,mental health problems,social or behavioural issues and/or communication disorder or disability)has dropped significantly this year(15 per cent this year versus 22 per cent in 2020-21 and 18 per cent in

63、2019-20).The proportion of passengers with other long-term conditions has risen significantly this wave(from 19 per cent to 26 per cent),as has the proportion with a hearing impairment(18 per cent this year versus 14 per cent in 2020-21).FigureFigure 5 5.7 7 Disability typeDisability type F4.Do you

64、have any of the following long-standing physical or mental health conditions?Base:All respondents(2017-18:4,210,2018-19:4,968,2019-20:4,045;2020-21:1549;2021-22:5,290)17 Compared to last years survey,there has been a significant decrease in the proportion of passengers with visual impairments(14 per

65、 cent this year versus 20 per cent in 2020-21)and those with difficulty learning,concentrating or remembering(9 per cent compared to 12 per cent in 2020-21)When looking at disability type by age,those aged 75+are most likely to have hearing impairments.Younger age groups(those under 65)are more like

66、ly to have physical disabilities or vision impairments,while the youngest age groups(under 35s)are the most likely to have non-visible disabilities.FigureFigure 5 5.8 8 Disability type by Disability type by ageage Disability or conditionDisability or condition 1616-2424 (9191)2525-3434 (111111)3535-

67、4949(304304)5050-6464 (927927)6565-7474 (12381238)75+75+(25312531)PhysicalPhysical 59%71%66%69%60%53%VisionVision 23%20%16%19%12%11%HearingHearing 7%10%8%11%15%25%Learning or concentrating or rememberingLearning or concentrating or remembering 26%30%18%12%6%6%Mental health problemsMental health prob

68、lems 19%33%26%14%5%2%Communication disorder or disabilityCommunication disorder or disability 16%18%6%5%3%1%Social or behavioural issuesSocial or behavioural issues 16%26%8%3%1%0%Another longAnother long-term health conditionterm health condition 18%22%27%27%30%24%None of these conditionsNone of the

69、se conditions 11%7%4%6%10%17%I would prefer not to sayI would prefer not to say 0%0%3%2%2%2%NET:NET:NonNon-visiblevisible disabilitydisability 46%57%39%24%11%7%F4.Do you have any of the following long-standing physical or mental health conditions?Base:All respondents(2017-18:4,210,2018-19:4,968,2019

70、-20:4,045;2020-21:1549;2021-22:5,290)18 Those travelling for leisure purposes has increased significantly from 70 per cent in 2020-21 to 85 per cent in 2021-22.A small proportion surveyed use Passenger Assist for business or commuting purposes.FigureFigure 5 5.9 9 Journey purposeJourney purpose D2.W

71、hat was the main purpose of the journey?Base:All respondents(2017-18:4,210,2018-19:4,968;2019-20:4,079;2020-21:1549;2021-22:5,290)19 6.6.Importance of Passenger AssistImportance of Passenger Assist Although the proportion of passengers who would otherwise have been unable to travel has significantly

72、 decreased this year from 68 per cent to 61 per cent,Passenger Assist continues to be vital to those who use the service.Results suggest having Passenger Assist available is more of a necessity during 2020-21.The proportion of passengers who say they could have completed their journey without Passen

73、ger Assist,but it would have been more difficult,has returned to levels seen before 2020-21(36 per cent).FigureFigure 6.16.1 Importance of Passenger AssistImportance of Passenger Assist Passenger Assist is of particular importance to wheelchair users.Passengers who booked assistance getting to the w

74、heelchair area,requesting a ramp or booking the wheelchair area are more likely to say they could not have completed their journey without Passenger Assist(84 per cent,83 per cent and 84 per cent respectively).D20.We are keen to know how helpful you found Passenger Assist in terms of making the trai

75、n journey possible or simply more convenient.Which of the following best describes your experience?Base:All met by staff(2017-18:3,716,2018-19:4,402,2019-20:3,634,2020-21:1,390;2021-22:4,639)20 7.7.WhWhat assistance are passengers booking?at assistance are passengers booking?Type of assistance booke

76、dType of assistance booked At the assistance booking stage passengers are able to request a range of different types of assistance.Whilst there is no centralised record of the mix of assists,the interview data allows us to make reliable inferences about their general composition.FigureFigure 7.17.1

77、Type(s)of assistance bookedType(s)of assistance booked C1 Which of the following types of assistance did you request at?Base:All respondents(2017-18:4,210,2018-19:4,968,2019-20:4,079;2020-21:1549;2021-22:5,290)21 The most common type of assistance booked is help with luggage(63 per cent)and this has

78、 risen significantly from 54 per cent last year.This rise is likely to be related to the increase in the number of leisure journeys being made in 2021-22.After luggage assistance,boarding the train is the most common form assistance,despite numbers being significantly lower this year(61 per cent ver

79、sus 74 per cent last year),and this is followed by assistance alighting the train(53 per cent,down from 66 per cent in 2020-21).There are significant decreases in most forms of assistance booked,with notable drops in the number booking provision of a ramp(22 per cent compared to 36 per cent in 2020-

80、21)and help getting to a seat(37 per cent,down from 42 per cent in 2020-21).Booking help with luggage is highest amongst older passengers(73 per cent aged 75 or older and 63 per cent aged 65-74).Help getting to a seat is also requested more frequently by those aged 75 and over(42 per cent).Booking t

81、he wheelchair area and help accessing this area is highest amongst younger passengers and tends to decrease with age only 12 per cent of those aged 75+are booking the wheelchair area,versus 38 per cent of those aged 25-34.Those traveling alone(rather than with a companion)are significantly more like

82、ly to book help with luggage and help alighting and boarding the trains.Those booking assistance as a companion are significantly more likely to be booking access to wheelchair areas(23 per cent versus 14 per cent for customers),provision of a ramp(34 per cent versus 20 per cent),and assistance gett

83、ing to the wheelchair area(13 per cent versus 8 per cent).As in previous years,this finding suggests that the those in wheelchairs tended to be travelling with a companion more frequently than those who are not using a wheelchair.22 Number of assists bookedNumber of assists booked The number of assi

84、sts per customer has dipped again this year,with an average of 3.60 assists booked per station(4.07 in 2020-21).Reflecting this change,the number booking one or two types of assistance has increased significantly this year,rising to almost one in five booking just one type of assistance(18 per cent)

85、and around one in six booking two types of assistance(16 per cent).Despite the increased proportion of those booking fewer types of assistance,it is still common for most passengers to book multiple types of assistance per journey.Passengers with visual impairments book the most types of assistance(

86、average number of assists 4.36),significantly more than passengers with no disabilities or long-term health conditions(average number of assists 3.10).It is important to note that this data relates to the assistance required at a single station;therefore,the total number of assists requested on a ty

87、pical journey will be a multiple of these numbers.For example,this suggests a journey from Glasgow Central to York via a change at Edinburgh Waverley could,on a routine basis,reasonably involve around five or six different types of assistance being required overall to complete the journey in each di

88、rection.Figure 7.2Figure 7.2 Number of assists bookedNumber of assists booked C1 Which of the following types of assistance did you request at?Base:All respondents(2017-18:4,210,2018-19:4,968,2019-20:4,079;2020-21:1549;2021-22:5,290)23 8.8.Experience of booking Passenger AssistExperience of booking

89、Passenger Assist Time taken to bookTime taken to book Passengers booking by telephone take on average 11 minutes and 36 seconds to book their assistance;a significant increase compared to last year(9 minutes and 41 seconds).Passenger comments suggest there are often long wait times when booking by t

90、elephone.Those with communication issues,mental health conditions or social or behavioural issues take the longest to book.Experience with the Passenger Assist appExperience with the Passenger Assist app Just under a third(30 per cent)are aware of the Passenger Assist app.The majority overall howeve

91、r have not used the app(91 per cent).Just under one in ten overall have either downloaded it,registered or booked a journey via the app.Passengers with social or behavioural issues and mental health problems are most likely to have already booked a journey via the app(11 per cent and 10 percent resp

92、ectively).Figure 8.1Figure 8.1 Awareness and use of the Passenger Assist appAwareness and use of the Passenger Assist app E13a.Have you heard of the Passenger Assistance App?Base:All(2021-22:5,290)E13b.Have you used the Passenger Assistance App?Base:All respondents(5,290)24 For those using the app,a

93、lmost half had a positive experience(48 per cent),while almost one in five experienced issues using the app.Some of the negative experiences highlighted when using the passenger assist app include the reservations not working properly,and staff being unaware of the booking.FigureFigure 8.8.2 2 Feedb

94、ack on theFeedback on the Passenger Assist apPassenger Assist app p E14.Can you tell us a bit about your experience(s)using the Passenger Assistance App so far?Base:All who have registered or booked via the App(149)25 Booking Booking confirmation receivedconfirmation received Confirmation of the boo

95、king is received by nine in ten passengers we spoke to;an increase on last year(90 per cent in 2021-22 versus 88 per cent in 2020-21).Those booking online,via email or via the app are more likely to receive a booking confirmation(95 per cent,97 per cent and 96 per cent respectively)compared to those

96、 booking by telephone(89 per cent).“Overall,very happy with the service but there have been occasions where I havent received a confirmation e-mail to confirm the booking.3535-4949,Another longAnother long-term health conditionterm health condition“Confirmation of Assistance bookings was received by

97、 e-mail-reassuring.All this help was arranged by Thameslink.”75+75+,physical disability,physical disability“A small point.I tried to print off the confirmation e-mail but was unable to.Instead,I showed the message on my phone to the ticket office.Would be useful if I could print off the confirmation

98、.Belt and braces!”75+75+,physical disability,physical disability C3.Did you receive confirmation of the assistance booking?Base:All respondents(2017-18:4,210,2018-19:4,968,2019-20:4,079,2020-21:1549;2021-22:5,290)26 ConfidenConfidence in bookingce in booking Seven in ten passengers(70 per cent)are c

99、onfident after booking that allall of their requirements would be met on the day of travel.The number who feel confident mostmost(but not all)of their requirements would be met remains stable(21 per cent in both 2020-21 and 2021-22).FigureFigure 8.38.3 Confidence requirements would be metConfidence

100、requirements would be met As was the case in 2020-21,those with a social or behavioural issue are least likely to feel confident in their requirements being met(17 percent).Those booking by telephone are more likely to feel confident all of their requirements would be met(74 per cent)than those book

101、ing online(63 per cent).This could be a reflection of having spoken to someone about their booking.Where passengers feel doubtful that requirements would be met,reasons include previous experience of failed Passenger Assistance and lack of booking confirmations.Using the Passenger Assist service for

102、 the first time can also create a sense of doubt in the passengers minds that they will receive all of the assistance they booked.C6.Before we go on to discuss the actual day of your journey,please tell us which of the following best describes how you felt after making your booking?Base:All responde

103、nts(2017-18:4,210,2018-19:4,968,2019-20:4,079,2020-21:1,549)27 Satisfaction with the booking processSatisfaction with the booking process The proportion of passengers either fairly or very satisfied with the overall booking process remains very high,with over nine in ten(93 per cent)satisfied.Those

104、booking assistance are most satisfied with the helpfulness of staff(97 per cent).They also have high satisfaction with the relevance and ease of booking through the app(93 per cent and 91 per cent respectively).Figure 8.4Figure 8.4 Satisfaction with the booking processSatisfaction with the booking p

105、rocess C7.Thinking about the booking process,how satisfied were you with the following?Base:for overall(2017-18:4,210,2018-19:4,968,2019-20:4,079,2020-21:1,549,2021-22:5,290),see chart for base sizes where it varies by booking method.*New for 2021-22*New for 2021-22 All booking by telephone:3,431 28

106、 Overall satisfaction with the booking process ranges from 85 per cent among those with social or behavioural issues to 96 per cent of those with no long-term illness or disability.FigureFigure 8.58.5 Satisfaction with the overall booking process by disability typSatisfaction with the overall bookin

107、g process by disability type e C7.Thinking about the booking process,how satisfied were you with the overall booking process?What score out of 5 would you give where 1 is very dissatisfied and 5 very satisfied?Base:All respondents(2017-18:4,210,2018-19:4,968,2019-20:4,079,2020-21:1,549,2021-22:5,290

108、)29 As in previous years,passengers with social or behavioural issues are also less likely to be satisfied with the helpfulness of staff when booking assistance(91 per cent compared to an average of 97 per cent),followed by those with communication disorders(94 per cent).FigureFigure 8.58.5 Satisfac

109、tion with Satisfaction with helpfulness of staff when bookinghelpfulness of staff when booking by disabilityby disability typetype C7.Thinking about the booking process,how satisfied were you with the following The helpfulness of staff when booking assistance.Base:Respondents interviewed by telephon

110、e only(3,431)C7 Thinking about the booking process how satisfied were you with the following The helpfulness of staff when booking assistance Base:30 Passengers with social or behavioural issues are least likely to be satisfied with the ease of booking online/using the app(84 per cent satisfied comp

111、ared to an average of 91 per cent).This is followed by those with visual impairments(85 per cent satisfied).FigureFigure 8.68.6 Satisfaction with ease of booking Satisfaction with ease of booking online online by disability typeby disability type C7.Thinking about the booking process,how satisfied w

112、ere you with the following The ease of booking online/via an App.Base:All booking online/via an app:1,470 31 The average satisfaction with assistance being relevant to needs is 93 per cent.Those most satisfied are those with visual impairments(94 per cent satisfied),while those least satisfied are t

113、hose with social or behavioural issues(85 per cent),or those with a communication disorder/disability(86 per cent).FigureFigure 8.78.7 Satisfaction withSatisfaction with the assistance being relevant to needs by disability typethe assistance being relevant to needs by disability type C7.Thinking abo

114、ut the booking process,how satisfied were you with the following The assistance available was relevant to my needs.Base:All respondents:5,290 32 9.9.Experience on the day of travelExperience on the day of travel Proportion of passengers met by staffProportion of passengers met by staff Remaining lar

115、gely consistent with previous years,eight in ten passengers(80 per cent)are met by rail staff in what they considered to be a reasonable timeframe,although one in five are still not being met within a reasonable timeframe.Passengers with communication disorders or mental health problems are least li

116、kely to say staff are available within a reasonable timeframe(71 per cent and 73 per cent respectively).Those booking by telephone are most likely to say staff are available within a reasonable timeframe(81 per cent)compared to those booking by email(72 per cent)or via the app(78%).FigureFigure 9.19

117、.1 Passengers met by staff within a reasonable timeframePassengers met by staff within a reasonable timeframe Station facility operators where passengers are least likely to be met within a reasonable timeframe include Northern(67 per cent met within a reasonable timeframe),Transport for Wales(71 pe

118、r cent),TransPennine Express(72 per cent),South Western(73 per cent)and Greater Anglia(74 per cent).D4.Was a member of staff available to meet you within an acceptable time frame?Base:All respondents(2017-18:4,210,2018-19:4,968,2019-20:4,079,2020-21:1549,2021-22:5,290)33 Assistance receivedAssistanc

119、e received As in previous years,the majority of passengers receive the assistance they booked,with all types of assists scoring 80 per cent or higher.For the assist type booked most often(boarding the train),88 per cent of those who booked this assistance received it.There have been decreases since

120、2020-21 in the proportions of passengers receiving help with luggage,getting to a seat,receiving assistance to and from connecting services,and getting in/out of the station.FigureFigure 9.29.2 Assistance types receiAssistance types received ved D5.And did you actually receive the following assistan

121、ce?Base:All who booked that type of assistance(2017-18:varies between 166 and 2,372;2018-19:varies between 250 and 2,855;2019-20:varies between 211 and 2,829;2020-21:varies between 89 and 1,033;2021-22 varies between 214 and 3,320)34 “Passenger Assistance at Glasgow Central station always go above a

122、nd beyond.My partner would struggle to walk the platform to get to our carriage for our prebooked seats.The staff take our luggage and place on the buggy,once at our carriage they take the luggage onto the train and see that my partner is seated.I cant fault them in any way,they are polite,respectfu

123、l and very helpful at every occasion weve booked them.”5050-64,physical64,physical disabilitydisability“This was the first time I had used it;I didnt know about it.Ive been using assistance at airports for some years.This was my first journey since the COVID lockdown started,and I found everyone at

124、Edinburgh very reassuring,and very good at Coventry too.Both stations staff went out of their way to make sure I was OK.Very grateful journey would not have been possible without you.”6565-74,mental health problems and social or 74,mental health problems and social or behavioural issuesbehavioural i

125、ssues 35 Amount of assistance receivedAmount of assistance received As noted above,many passengers book multiple types of assistance for each journey leg meaning that it is important that all the different aspects of assistance are delivered for a satisfactory journey.Around three quarters overall(7

126、6 per cent)receive all of the assistance they booked;this is a significant decrease from four in five(80 per cent)in 2020-21,although results seem to be returning to pre-2020-21 levels.11 per cent of passengers reported that they had received none of the assistance booked.With 12 per cent receiving

127、only some of the booked assistance.FigureFigure 9.39.3 Amount of assistance receivedAmount of assistance received Comparing results by disability type or condition,the highest proportion who receive all assistance are passengers with no disability(78 per cent),which is in line with 2020-21.Far fewer

128、 of those with communication disorders and social or behavioural issues say they received all of the assistance they booked(64 per cent and 66 per cent respectively).D5.And did you actually receive the following assistance?Base:All respondents(2017-18:4,210,2018-19:4,968,2019-20:4,079,2020-21:1,549,

129、2021-22:5,290)36 FigureFigure 9.49.4 Amount of Amount of assistance received by disability typeassistance received by disability type D5.And did you actually receive the following assistance?Base:All respondents(2017-18:4,210,2018-19:4,968,2019-20:4,079,2020-21:1,549,2021-22:5,290)37 Journey leg com

130、pletionJourney leg completion In addition to asking whether staff met the passenger and if they received their assistance,passengers are also asked if they were able to continue their journey.By combining this with data on whether passengers were met by staff,this allows us to measure the proportion

131、 of those using Passenger Assist who completed their journey leg.FigureFigure 9.59.5 Journey leg completionJourney leg completion The vast majority of passengers are able to continue their journey as planned,increasing to 95 per cent this year,back to pre-2020-21 levels.Of the remainder,three per ce

132、nt are able to continue their journey but not as planned,and just one per cent are unable to continue their journey due to a lack of available staff.Those with other social or behavioural issues or a communication disorder are the least likely to continue their journey as planned(both at 88 per cent

133、),followed by passengers with mental health problems(91 per cent).D4.Was a member of staff available to meet you within an acceptable time frame?Base:All respondents(2017-18:4,210,2018-19:4,968,2019-20:4,079,2020-21:1549,2021-22:5,290)38 Alternative accessible transport Alternative accessible transp

134、ort Train and station operators are obligated under the requirements of their ATP to provide Alternative Accessible Transport(AAT)to passengers,usually in the form of an accessible taxi,when a station or train service the passenger wants to use is inaccessible to them.For example,if a passenger is a

135、 wheelchair user and their local station has no step-free access to the platform,then AAT should be provided to take the passenger to the nearest or most convenient accessible station to allow them to continue their journey.For the majority of passengers using AAT,the vehicle arrives on time(81 per

136、cent)and vehicles are thought to be suitable by 91 per cent of users.FigureFigure 9.69.6 Rating alternative accessible transport provided Rating alternative accessible transport provided D11.Did the vehicle arrive on time?Base:All who used a taxi(2017-18:300,2018-19:447,2019-20:401,2020-21:147,2021-

137、22:540).D12.Was the vehicle suitable for you?Base:All who used a taxi(2017-18:300,2018-19:447,2019-20:401,2020-21:147,2021-22:540)“The assistance we received in Euston station on the 8 Sept.was great.The train never reached Glasgow-it had to stop at Carlisle due to the line being blocked.We were loo

138、ked after very well at Carlisle Station.We were taken to a taxi to continue the journey to Glasgow,which was brilliant and saved us any worry about getting home.My daughter met us at Glasgow station.”75+,75+,No disabilityNo disability 39 10.10.Satisfaction with assistance on journey measuredSatisfac

139、tion with assistance on journey measured Overall satisfaction with assistance at the stationOverall satisfaction with assistance at the station It is important to note that overall satisfaction with the assistance received on the journey leg measured is not asked of everyone who had booked assistanc

140、e,but only those who were met by staff(88 per cent).The remaining respondents who were not met by staff are assumed not to have received the assistance they booked and therefore that the assistance had failed,meaning questions about their satisfaction with assistance received are not applicable.The

141、majority of passengers who received assistance at the station are satisfied,at 94 per cent.This is a significant increase from 92 per cent in 2020-21.The two lowest scoring SFOs with a representative sample size are East Midlands Railway and Greater Anglia(both at 89 per cent total satisfied).Those

142、with social/behavioural issues are least likely to be satisfied(87 per cent)as are those with mental health problems(87 per cent).FigureFigure 10.110.1 Satisfaction with assistance received at the stationSatisfaction with assistance received at the station D7.And how satisfied were you with the over

143、all assistance?Base:All respondents met by staff(2017-18:3,716,2018-19:4,402,2019-20:3,634,2020-21:1,390,2021-22:4,639)40 Overall satisfaction with each type of assistance bookedOverall satisfaction with each type of assistance booked Satisfaction levels are relatively high across all types of assis

144、tance received(around or above 8 in 10).There has been a significant increase this year in the proportion expressing satisfaction with assistance getting in/out of the station,and assistance getting a taxi.There has however been a significant decrease in satisfaction with assistance received if visu

145、ally impaired,which seems to peak at 86 percent during 2020-21 but has returned to previously-seen levels(now 81 per cent).Those with social or behavioural issues are least likely to be satisfied with help with luggage(62%),getting to the platform(64%),and assistance to and from connecting platforms

146、(62%).FigureFigure 10.210.2 Satisfaction with each type of assistance bookedSatisfaction with each type of assistance booked D6.And how satisfied were you with?Base:All who booked that type of assistance(2017-18:varies between 166 and 2,372;2018-19:varies between 250 and 2,855;2019-20:varies between

147、 211 and 2,829;2020-21 varies between 97 and 1140;2021-22 varies between 142 and 2,836)41 Satisfaction withSatisfaction with staff at the stationstaff at the station Satisfaction with staff has increased this year,as in 2020-21.The vast majority of Passenger Assist users are satisfied with the helpf

148、ulness and attitude of staff providing assistance at the station(95 per cent),staff being knowledgeable and proficient to assist(94 per cent)and how well particular needs are understood by staff(94 per cent);the latter by a statistically significant margin(up from 92 per cent in 2020-21).FigureFigur

149、e 10.310.3 Satisfaction with staff at the Satisfaction with staff at the stationstation Passengers with mental health problems and those with communication disorders are least satisfied with how well staff assisting them understood their particular needs(87 and 88 per cent respectively).“It goes abo

150、ve and beyond its fantastic.Its absolutely amazing and the fact they give it to mothers with young children is really really good.”2525-3434,visual impairment,visual impairment D17.Thinking about the journey assistance at,how satisfied were you with Base:All respondents met by staff(2017-18:3,716,20

151、18-19:4,402,2019-20:3,634,2020-21:1,390,2021-22:4,639)“This was the first time I have used Passenger Assist.Every member of staff was exceptionally helpful,going out of their way to provide assistance.An example of this was to confirm that Poole station(final destination)did not have a wheelchair.To

152、 alleviate this a wheelchair was embarked at Bournemouth to accommodate my needs.”5050-64,physical disability64,physical disability *Statement wording changed for 2018-19 so not comparable with 2017-18 42 11.11.Overall satisfaction with Passenger Assist,staff,and station facilitiesOverall satisfacti

153、on with Passenger Assist,staff,and station facilities Satisfaction with the whole process Satisfaction with the whole process booking and assistancebooking and assistance In addition to satisfaction with individual aspects of assistance,those using Passenger Assist also rate their overall satisfacti

154、on with the whole process from booking process to the assistance received.The majority(87 per cent)are satisfied(either fairly or very satisfied)with the overall process from their initial booking to receiving assistance at the station,an increase versus 2020-21(86 per cent).The number saying they a

155、re satisfied has increased significantly this wave(to 16 per cent,up from 14 per cent in 2020-21),while the proportion who are very satisfied is largely consistent this wave(71 per cent this year versus 72 per cent in 2020-21).FigureFigure 10.410.4 Satisfaction with the whole process(booking to deli

156、very)Satisfaction with the whole process(booking to delivery)QD21.Overall,how satisfied are you with the whole process from booking the assistance to the assistance received at on?Base:All respondents(2018-19:4,968,2019-20:4,079,2020-21:1,549,2021-22:5,260)43 Passengers with social or behavioural is

157、sues are least likely to express satisfaction with the whole process(67 per cent).Those most satisfied with the whole process are those without a long-term illness or disability(91 per cent),followed by those with hearing issues(87 per cent).This question was added to the survey in in 2018-19.Figure

158、Figure 10.510.5 Satisfaction with the whole process by disability typeSatisfaction with the whole process by disability type QD21.Overall,how satisfied are you with the whole process from booking the assistance to the assistance received at on?Base:All respondents(2018-19:4,968,2019-20:4,079,2020-21

159、:1,549,2021-22:5,290)44 Overall satisfaction with Passenger AssistOverall satisfaction with Passenger Assist This second total satisfaction measure aims to measure satisfaction across all journeys made by the customer/companion booking Passenger Assist.This measure is designed to take into account t

160、he fact that previous negative experiences may impact overall perceptions of Passenger Assist,even if the most recent went well.As such,lower scores are generally recorded for this measure.Overall satisfaction(those replying satisfied or very satisfied)with Passenger Assist based on all past usage i

161、s at 87 per cent this year;a significant increase versus 2020-21 and also building on the increase from 2019-20(84 per cent in 2020-21,82 per cent in 2019-20).As was the case last year,this increase comes from passengers being significantly more likely to say they are very satisfied,rather than just

162、 satisfied(62 per cent in 2021-22,up from 58 in 2020-21).FigureFigure 10.610.6 Overall satisfaction with Passenger AssistOverall satisfaction with Passenger Assist E1.Overall,on a scale of 1 to 5,where 1 is very dissatisfied and 5 very satisfied,how satisfied are you with Passenger Assist?Base:All r

163、espondents(2017-18:4,210,2018-19:4,968,2019-20:4,079,2020-21:1,549,2021-22:5,290)45 Overall satisfaction with Passenger Assist sits between 92 per cent for those without a disability,and 68 per cent among those with social/behavioural problems.Among those with a disability,those most likely to be sa

164、tisfied are those with a hearing impairment(87 per cent)or a physical disability(86 per cent).FigureFigure 10.710.7 Overall satisfaction with Passenger Assist by disability typeOverall satisfaction with Passenger Assist by disability type E1.Overall,on a scale of 1 to 5,where 1 is very dissatisfied

165、and 5 very satisfied,how satisfied are you with Passenger Assist?Base:All respondents(2020-21:1,549,2021-22:5,290)46 Likelihood to recommend Passenger AssistLikelihood to recommend Passenger Assist The third overall satisfaction measure is the Net Promotor Score(NPS).NPS is a customer loyalty score,

166、ranging from-100 to 100,calculated by asking passengers one question:“On a scale from 0 to 10,how likely would you be to recommend Passenger Assist to a friend or family member who may require such a service?”Customers that give a 6 or below are Detractors,a score of 7 or 8 are called Passives,and a

167、 9 or 10 are Promoters.To calculate your Net Promoter Score,subtract the percentage of Detractors from the percentage of Promoters.So,if 82 per cent of respondents were Promoters and 9 per cent were Detractors,your Net Promoter is a score of 73.The NPS for Passenger Assist is at 75 this year,a non-s

168、ignificant increase from 73 in 2020-21 but a marked increase over pre-pandemic levels.Passengers with social or behavioural issues have the lowest NPS scores(40),followed by those with a communication disorder(52)and those with mental health problems(55).FigureFigure 10.810.8 Likelihood to recommend

169、 Passenger Assist Likelihood to recommend Passenger Assist E4.On a scale of 0 to 10,where 0 is very unlikely and 10 very likely,how likely would you be to recommend Passenger Assist to a friend/family member who may require such a service?Base:All respondents(2019-20:4,062,2020-21:1,549)“I was delig

170、hted with the level of help and assistance and have recommended the service to several friends.Excellent service from friendly and helpful staff from the booking through to the help on the journey.”6565-74,74,physical disability physical disability “I have recommended it to people,the thought of cha

171、nging platforms was very.I cant run,you see,and I decided I was going and heard about the assistance and thought Thats for me,and it was.It was a great success.Very nice gentleman.”75+75+,hearing and physical disabilityhearing and physical disability 47 12.12.Conclusions and recommended improvements

172、 to Passenger AssistConclusions and recommended improvements to Passenger Assist ConclusionsConclusions The importance of Passenger Assist to the passenger and the difference it makes in terms of enabling them to make a journey,means there are huge implications when Passenger Assist does not work we

173、ll.Passengers who have bad experiences when using Passenger Assist may choose not to travel by train in future if the service has not met their needs or expectations,or in extreme cases not allowed them to complete their journey as planned,or indeed at all.This can lead to social isolation and can u

174、ndermine the rail industrys investment in making rail accessible for all.The Covid-19 pandemic had a significant impact on Passenger Assist numbers,like all journeys,with fewer people travelling and/or people travelling less frequently.We are now seeing an increase in passenger numbers and Passenger

175、 Assist bookings.The Passenger Assist service continues to play a crucial role in making rail travel accessible,with three in five(61 per cent)stating they would not have been able to travel without it.Bookings by telephone are taking longer than in previous years.Despite this,satisfaction with the

176、booking process remains high(93 per cent)and confidence after booking remains stable(70 per cent confident all of their requirements would be met);in particular,among those booking by telephone.There is,however,still a concern that 28 per cent of passengers do not feel confident all elements of the

177、assistance they booked will be delivered on the day of travel.This increases to 35 per cent when booking online.Those doubtful their requirements would be met,tend to be either first time users,those who have had previous bad experiences using the service,or those that did not receive a booking conf

178、irmation.Eight in ten passengers(80 per cent)are met by staff at the station within what they consider an acceptable time frame.For those met by staff either late or not at all,only a very small proportion are unable to complete their journey.The proportion of passengers receiving all of the assista

179、nce they booked peaked in 2020-21 at 80 per cent.However,this has now returned to a level similar to those seen in previous years(76 per cent).When assistance is received,passengers are generally satisfied with the quality provided.The first of three overall satisfaction measures cover the entirety

180、of the particular journey discussed in detail in the interview.The majority(87 per cent)were satisfied with the overall process from their initial booking to receiving assistance at the station,and this is consistent with 2020-21 findings.The second overall satisfaction measure is designed to track

181、satisfaction with Passenger Assist as a whole,in other words summing the passenger experience across all or multiple journeys.This is recognising the fact that if a passenger is taking multiple journeys,their experience will be adversely affected if any one of those journeys is unsatisfactory.Althou

182、gh this is a more demanding measure,scores have significantly improved,with 87 per cent either satisfied or very satisfied overall with Passenger Assist.48 The third overall satisfaction measure is the Net Promotor Score(NPS).The NPS for Passenger Assist is at 75 this year,up(although not significan

183、tly)from 73 in 2020-21,and significantly improved from prior years.Passengers with social or behavioural problems have the lowest NPS(40 per cent)followed by those with a communication disorder/disability(52).Finally,satisfaction with rail staff providing assistance is high and has significantly inc

184、reased to at least 94 per cent across all aspects.As in previous years,passengers with non-visible disabilities are less likely to express satisfaction with staff understanding their particular needs.49 Suggestion for improvementsSuggestion for improvements Improved cImproved communication between s

185、tationsommunication between stations As in previous years passengers still report issues when approaching an alighting station.It can be a particularly stressful time for a passenger when approaching an alighting station if they are unsure whether assistance will be waiting for them.Passengers conti

186、nue to report problems where staff are not there to meet them off their train.This can be particularly stressful for those using wheelchairs and requiring a ramp to alight the train.“Sometimes theres a lack of communication between stations and there isnt a ramp,they didnt know I was coming and they

187、 dont ring them up to let the know.”75+,75+,visual impairment,hearing visual impairment,hearing impairment,physical disability learning or impairment,physical disability learning or concentrating difficultiesconcentrating difficulties “Communication between stations sometimes gets confused or the in

188、formation not given”75+75+,hearinghearing impairment,impairment,another longanother long-term term health conditionshealth conditions “The only problem I have come across is in communication between the boarding station and arrival station.For example,recently I was told on boarding that a message w

189、ould be sent to my destination indicating where I would be sitting but the person meeting me did not seem to have received it.The same thing happened when I had to get off one train unexpectedly on another occasion-a member of staff said a message would be sent saying I would not be in the expected

190、seat but it did not seem to have reached the relevant people at the arrival station.”75+,75+,physical disabilityphysical disability 50 Phone wait timesPhone wait times When providing further comments on the Passenger Assist service some mentioned long wait times when trying to book by telephone(alth

191、ough satisfaction levels remain high).These comments tie in with the increased average booking time by telephone.Passengers would like their calls to be answered faster,and some even suggest that this is deliberate to encourage passengers to book online or via the app.“Booking assistance by telephon

192、e is quite hard.Calls are not answered promptly.When someone finally picks up the phone,it takes at least 20 minutes to book everything.It seems online booking or the use of the app is favoured.”3535-4949,visual impairment,hearing impairment,another longvisual impairment,hearing impairment,another l

193、ong-term health conditionterm health condition “You have got to make it easier for older people to book assistance.Waiting 45 mins on the telephone is too long.”75+,75+,physical disabilityphysical disability 51 Staff training in understanding different passenger needsStaff training in understanding

194、different passenger needs As in previous years,some passenger types(especially those with non-visible disabilities such as learning or concentrating difficulties,mental health problems and communication disorders)give lower satisfaction scores,suggesting that staff do not have enough knowledge to pr

195、ovide adequate help-both during the booking process and when assisting passengers.“There needs to be more awareness of autism as I often have to explain just why I have booked assistance and I should not have to do this each time.Not all disabilities are visible.”3535-4949,social or behavioural prob

196、lems and another long,social or behavioural problems and another long-term term illness or conditionillness or condition “More training needs to be provided to ALL station staff as there is still a lack of understanding of hidden disabilities.”Refused,anRefused,another longother long-term health con

197、ditionterm health condition “Staff at train stations are quite dismissive of Hidden-Disability despite wearing the Sunflower Lanyard.Onboard staff wished to argue rather than assisting me to available seating.Reserved seating had been scrapped.Not a satisfactory service.”35-49,learning or concentrat

198、ing difficultieslearning or concentrating difficulties and another longand another long-term term illness or conditionillness or condition 52 Booking tickets Booking tickets and assistance at the same timeand assistance at the same time As in previous years,a number of passengers mention having to b

199、ook assistance and train tickets separately which makes the booking process longer and more complicated for them to deal with.It would be easier if both could be booked in one sitting either via telephone or online.“I think that the actual booking process could be speeded up again,if you get a ticke

200、t and are trying to get a seat reserved it can be a bit difficult so I think the assisted service should be intertwined with the booking service so you dont have to call up twice to then book the assistance after the booking.”5 50 0-6 64,4,visual impairmentvisual impairment “I would like when we boo

201、k our tickets for the person who sells us the ticket be able to tell us how to book the Passenger Assist then.Ive got a guide dog and you have problems booking tickets and seats on the one where I have to book a seat,I have to have two seats otherwise I havent got room for the dog and I can end up w

202、ith two separate seats which is absolutely useless.When I buy a ticket,I cant buy a seat for my guide dog-I can only book a seat for the dog with Passenger Assist and they cant necessarily book a seat for it next to me as it might be gone so then I have to book it from Passenger Assistance and its a

203、 nightmare.”6565-74,74,visual impairment,hearing impairment,physical disability,learning orvisual impairment,hearing impairment,physical disability,learning or concentrating concentrating difficulties and a communication disorder/disabilitydifficulties and a communication disorder/disability “I coul

204、dnt book the tickets with Passenger Assist,so I had to book the tickets online and choose a seat number even though I needed a wheelchair space.I then had to phone back and get it changed to a space with a companion seat.So,my tickets showed one carriage and seats,assistance confirmation showed anot

205、her!Very long winded&time consuming.”50-64,physical disability 53 Some Some refinementsrefinements to the to the Passenger Assist Passenger Assist appapp Some passengers report having issues when using the Passenger Assist app.General navigation seems to cause some difficulty with passengers not bei

206、ng able to figure out how to access information they need.These problems should be ironed out before raising awareness and promoting use of the app further.“Could not find on the app how to cancel my trip.”6565-7474,visual impairment,visual impairment,hearing impairmenthearing impairment “The App is

207、 clunky,each TOC takes a different amount of time to confirm.Some quick,some not.”5050-6 64,4,physical disabilityphysical disability “It should have been easy via the app,but in the end there was a double booking on the app.The original booking I made could not be accessed by the person on the phone

208、.”3535-4949,physical disabilityphysical disability “The Passenger Assist app needs a section to book seating-the confirmation always says that seating is only available if booked as part of the Passenger Assistance-but theres nowhere to book it!.”5050-6464,physical disability,physical disability,hea

209、ring impairment,mental health,hearing impairment,mental health problems,anotheproblems,another longr long-term health conditionterm health condition 54 Appendix 1 Appendix 1 Margins of error crib sheetMargins of error crib sheet *Other small SFOs include:Heathrow/Gatwick Express(9),MerseyRail(5),TfL

210、 Rail(4),c2c(2),Eurostar(2),London Overground(1)55 Appendix 2 Appendix 2 All assistance receivedAll assistance received by Station facility operatorby Station facility operator (all(all interviews)interviews)D5.And did you actually receive the following assistance?Base:All respondents(5,290)*Base si

211、ze too low to report 56 Appendix Appendix 3 3 Key metrics by Station facility operatorKey metrics by Station facility operator (all met by staff)(all met by staff)FigureFigure A:A:Satisfaction at station vs.proportion receiving all assistance booked Satisfaction at station vs.proportion receiving al

212、l assistance booked D5.And did you actually receive the following assistance?Base:All respondents met by staff(4,639)D7.And how satisfied were you with the overall assistance?Base:All respondents met by staff(4,639)D5.And did you actually receive the following assistance?Base:All respondents met by

213、staff(4,639)D7.And how satisfied were you with the overall assistance?Base:All respondents met by staff(4,639)*Base size too low to report 57 FigureFigure B:B:Satisfaction at station vs.total Satisfaction at station vs.total satisfied with helpfulness of staffsatisfied with helpfulness of staff D7.A

214、nd how satisfied were you with the overall assistance?Base:All respondents met by staff(4,639)D17.Thinking about the journey assistance at,how satisfied were you with the helpfulness and attitude of staff who provided assistance at the station?Base:All respondents met by staff(4,639)D17.Thinking abo

215、ut the journey assistance at,how satisfied were you with the helpfulness and attitude of staff who provided assistance at the station?Base:All respondents met by staff(4,639)D7.And how satisfied were you with the overall assistance?Base:All respondents met by staff(4,639)*Base size too low to report

216、 58 FigureFigure C:C:Satisfaction with Satisfaction with helpfulness of staff vs.all assistance receivedhelpfulness of staff vs.all assistance received D5.And did you actually receive the following assistance?Base:All respondents met by staff(4,639)D17.Thinking about the journey assistance at,how sa

217、tisfied were you with the helpfulness and attitude of staff who provided assistance at the station?Base:All respondents met by staff(4,639)D5.And did you actually receive the following assistance?Base:All respondents met by staff(4,639)D17.Thinking about the journey assistance at,how satisfied were

218、you with the helpfulness and attitude of staff who provided assistance at the station?Base:All respondents met by staff(4,639)*Base size too low to report 59 Appendix Appendix 4 4 Key metrics by disability typeKey metrics by disability type C7.Thinking about the booking process,how satisfied were yo

219、u with the overall assistance booking process?Base:All respondents(5,290)D5.And did you actually receive the following assistance?Base:All respondents met by staff(4,639)D7.And how satisfied were you with the overall assistance?Base:All respondents met by staff(4,639)E1.Overall how satisfied are you

220、 with Passenger Assist?Base:All respondents(5,290)Appendix Appendix 5 5 QuestionnaireQuestionnaire Introduction Good morning/afternoon/evening.My name is _ from Teamsearch.We are working on behalf of 2CV,a professional research company.2CV are working with the Office of Rail and Road(ORR).ORR is the

221、 independent regulator of the railways;this means they check services are being provided to passengers to sufficient standards.We understand that you recently booked assisted travel.Pipe booking agent and other train companies are working with the ORR to improve the way the assisted travel service w

222、orks for passengers.The ORR has commissioned us to conduct research to find out how satisfied you were with your assistance on DATE and to gather your feedback on how the assisted travel service could be improved.Please be assured that the survey is conducted under the terms of the MRS Code of Condu

223、ct.Pipe booking agent have advised you have given permission for your contact details to be passed on to us for research purposes only.We guarantee that your answers will be kept completely confidential.Due to the nature of the survey topic,please be aware that we will be asking a question about you

224、r health.You dont have to answer this question if you would prefer not to.Your personal data will not be linked with your answer to this question when passed on to the ORR.We will also ask for your contact details,and if you give us these,they will only be used for back-checking(making sure our inte

225、rviewers are doing a good job)and then deleted.Our privacy notice explains your rights in more detail,including your right to change your mind if you do not want us to use your information.Please let me know if you would like the link emailed to you(https:/ and)Consent to all the above must be recor

226、ded electronically(or on paper and then scanned)and retained as long as personal data is kept.1 Yes 2 No Permission to record must be obtained.Respondent must be told who will have access to the recording,and what it will be used for.1 Yes 2 No Before we continue can I just confirm that you are over

227、 16?YES,16 OR OVER CONTINUE;NO,UNDER 16 THANK AND CLOSE And can you please confirm that you booked assisted travel recently?YES,BOOKED ASSISTED TRAVEL CONTINUE;NO,NOT BOOKED THANK AND CLOSE Would you have some time now to answer some questions?The interview will take approximately 15 minutes.IF YES:

228、Thank you very much for your valuable time.We will refer to the assisted travel service as Passenger Assist throughout the questionnaire.Page|Page|6161 IF WOULD LIKE MORE DETAIL:The MRS set out professional standards that all research practitioners must prove they work to.If you would like to contac

229、t MRS with any questions you can do so on 0800 975 9596.IF NO:Is there a better time to call you back?IF YES:INTERVIEWER ARRANGE TIME IF NO:You can complete the interview online within the next week,and the link is:INSERT WEBLINK Section A Travel Habits ASK ALL A1 Have you used Passenger Assist,eith

230、er on your own or as a companion accompanying someone requiring the service?SINGLE CODE 1.Yes(myself)CONTINUE AS CUSTOMER 2.Yes(companion)CONTINUE AS COMPANION 3.No THANK AND CLOSE 4.Dont know THANK AND CLOSE ASK IF A1=2(COMPANION)A2 What is your relationship to the person you were travelling with?T

231、hey are my SINGLE CODE 1.Wife 2.Husband 3.Partner 4.Son(including step-son and son-in-law)5.Daughter(including step-daughter and daughter-in-law)6.Mother(including step-mother and mother-in-law)7.Father(including step-father and father-in-law)8.Brother(including step-brother and brother-in-law)9.Sis

232、ter(including step-sister and sister-in-law)10.Grandparent 11.Grandchild 12.Other relative 13.Friend 14.Neighbour 15.Colleague 16.Other(Please specify)Page|Page|6262 ASK ALL A3(IF CUSTOMER AT A1):How often did you typically use Passenger Assist before the COVID-19 pandemic?(before 23rd March 2020)(I

233、F COMPANION AT A1):How often did your typically use Passenger Assist before the COVID-19 pandemic?(before 23rd March 2020)SINGLE CODE 1.Three or more times per week 2.One to two times per week 3.One to three times per month 4.Less than once a month,more than once or twice a year 5.Once or twice a ye

234、ar 6.Less than once a year 8.Didnt use Passenger Assist at that time 7.Dont know ASK ALL A3b(IF CUSTOMER AT A1):Did you use the Passenger Assist service between March 2020 and April 2021?(IF COMPANION AT A1):Did your use the Passenger Assist service between March 2020 and April 2021?SINGLE CODE 1.Ye

235、s 2.No 3.Dont know/Cant remember ASK ALL USING PASSENGER ASSIST BEFORE PANDEMIC(A3=1 to 6)A3e(IF CUSTOMER AT A1):How do you expect your usage of Passenger Assist going forward to compare to before March 2020?(IF COMPANION AT A1):How do you expect your s usage of Passenger Assist going forward to com

236、pare to before March 2020?SINGLE CODE 1.Increase a lot 2.Increase a little 3.Decrease a little 4.Decrease a lot 5.Dont know/unsure Section B Confirming journey details We understand on(FROM SAMPLE),(IF CUSTOMER AT A1)(IF COMPANION AT A1)made a journey via train.We are interested in the assistance yo

237、u booked in advance for one specific part of the journey.We would like to ask what happened at(FROM SAMPLE)station.ASK ALL B1 INTERVIEWER:Confirm that the respondent recalls this journey and feels able to answer about this.If not,thank and close.SINGLE CODE 1.Continue 2.Thank and close Page|Page|636

238、3 Section C The booking process C1aa.Thinking about the assistance you booked for(FROM SAMPLE)at(FROM SAMPLE)stationhow did you book this assistance?1.By telephone 2.Online 3.By email 4.By App 5.Dont know/cant remember ASK IF CODE 1 AT C1aa C1a Roughly how long did it take to book assistance?Note:we

239、 are only interested in the time it takes to book the assistance onlydo not include time for anything else e.g.,booking a ticket TIME BOX IN 5 MINUTE STEPS UP TO 55 MINS,THEN 1 hour,THEN LONGER THAN 1 HOUR ASK ALL C1 Which of the following types of assistance did you request at(FROM SAMPLE)station?M

240、ULTICODE 2.Booking the wheelchair area 3.Help with luggage 4.Getting in/out of the station 5.Getting to the platform 6.Getting to a seat 7.Getting to the wheelchair area 8.Boarding the train 15.Alighting the train 9.Provision of a ramp 10.Assistance to and from connecting services 11.Guidance if you

241、 are visually impaired 12.A taxi if required(if the station you wanted to use was inaccessible to you)16.Buggy service Page|Page|6464 13.Some other type of assistance(Please specify)14.DO NOT READ OUT:Dont know/Cant remember THANK AND CLOSE ASK ALL C3 Did you receive confirmation of the assistance b

242、ooking?SINGLE CODE 1.Yes 2.No 3.Dont know/Cant remember ASK ALL C6 Before we go on to discuss the actual day of your journey,please tell us which of the following best describes how you felt after making your booking READ OUT,SINGLE CODE 1.I felt confident that all requirements would be met 2.I felt

243、 confident that most requirements would be met 3.I felt doubtful that requirements would be met on the day 4.DO NOT READ OUT:Dont know ASK IF CODED 3 AT C6 C6b Why were you doubtful that requirements would be met?OPEN RESPONSE,PROBE FULLY _ 99 Dont know/unsure ASK ALL C7 Thinking about the booking p

244、rocess,how satisfied were you with the following READ OUT FIRST ITEM?READ OUT SUBSEQUENT ITEMS IN TURN,SINGLE CODE PER ROW,ROTATE ORDER OF STATEMENTS REPEAT SCALE AS NECESSARY Page|Page|6565 a.The overall assistance booking process b.The helpfulness of staff when booking assistance c.The ease of boo

245、king online/via an App d.The assistance available was relevant to my needs Section D Journey experience Wed now like to ask you about what happened with regards to the assistance(IF CUSTOMER AT A1)(IF COMPANION AT A1)booked for(FROM SAMPLE)at(FROM SAMPLE)station.ASK IF A1=1(CUSTOMER)D1 Were you trav

246、elling alone or with someone?SINGLE CODE 1.Alone 2.With a family member,friend or colleague 3.With someone who is a carer and can assist you ASK ALL D2 What was the main purpose of the journey?PROBE AS PER PRECODES,SINGLE CODE 1.Commuting(e.g.,to work,school or university)2.Business/other work(e.g.,

247、to a business meeting with a customer)3.Leisure(e.g.,shopping,visiting friends/relatives,day trip/holiday)4.Other(please specify)5.Prefer not to say ASK ALL D4a Was a member of staff there to meet(IF CUSTOMER AT A1)(IF COMPANION AT A1)within an acceptable timeframe?PROBE AS PER PRECODES,SINGLE CODE

248、1.Yes Very satisfied Satisfied Neither satisfied nor dissatisfied Dissatisfied Very Dissatisfied Dont know Page|Page|6666 2.No,but(IF CUSTOMER AT A1)(IF COMPANION AT A1)eventually met by staff 3.No,(IF CUSTOMER AT A1)(IF COMPANION AT A1)not met by staff 4.DO NOT READ OUT:Dont know/Cant remember ASK

249、IF D4a=2 OR 3(WAS NOT MET BY STAFF/WITHIN A REASONABLE TIMEFRAME)D4b Did this delay affect(IF CUSTOMER AT A1)(IF COMPANION AT A1)being able to get to your final destination?SINGLE CODE 1.(IF CUSTOMER AT A1)(IF COMPANION AT A1)able to complete(IF CUSTOMER AT A1)(IF COMPANION AT A1)journey as planned

250、2.(IF CUSTOMER AT A1)(IF COMPANION AT A1)able to complete(IF CUSTOMER AT A1)(IF COMPANION AT A1)journey but not as planned,e.g.,took a later train 3.(IF CUSTOMER AT A1)(IF COMPANION AT A1)not able to complete my journey 4.Dont know/Cant remember ASK IF D4a=1-2 D5 And did(IF CUSTOMER AT A1)(IF COMPAN

251、ION AT A1)receive the following assistance you booked?READ OUT EACH ITEM IN TURN Yes No DO NOT READ OUT:Dont know/Cant remember SHOW CODES FROM C1 SINGLE CODE FOR EACH ITEM 1 2 3 Page|Page|6767 ASK IF D4a=1-2 D6 And how satisfied(IF CUSTOMER AT A1)(IF COMPANION AT A1)with.SHOW CODES WHERE D5=1,READ

252、OUT SUBSEQUENT ITEMS IN TURN,SINGLE CODE PER ROW REPEAT SCALE AS NECESSARY ASK IF D4a=1-2 D7 Overall how satisfied(IF CUSTOMER AT A1)(IF COMPANION AT A1)with the assistance at(FROM SAMPLE)station?REPEAT SCALE AS NECESSARY ASK IF ANY OF D5=2(DID NOT RECEIVE THE ASSISTANCE REQUESTED)D8 Did not receivi

253、ng the assistance requested affect(IF CUSTOMER AT A1)(IF COMPANION AT A1)being able to get to the final destination?SINGLE CODE 1.(IF CUSTOMER AT A1)(IF COMPANION AT A1)able to complete(IF CUSTOMER AT A1)(IF COMPANION AT A1)journey as planned 2.(IF CUSTOMER AT A1)(IF COMPANION AT A1)able to complete

254、(IF CUSTOMER AT A1)(IF COMPANION AT A1)journey but not as planned,e.g.,took a later train 3.(IF CUSTOMER AT A1)(IF COMPANION AT A1)not able to complete CUSTOMER AT A1)(IF COMPANION AT A1)journey 4.Dont know/Cant remember 5=Very satisfied 4=Satisfied 3=Neither satisfied nor dissatisfied 2=Dissatisfie

255、d 1=Very Dissatisfied 6=Dont know 5=Very satisfied 4=Satisfied 3=Neither satisfied nor dissatisfied 2=Dissatisfied 1=Very Dissatisfied 6=Dont know Page|Page|6868 ASK IF C1 DOES NOT=12 D10 At any point in your journey did the assistance involve a taxi or alternative means of transport arranged by the

256、 train company?SINGLE CODE 1.Yes 2.No 3.Dont know/Cant remember ASK IF D10=1 OR D5_12=1(ASSISTANCE INVOLVED A TAXI OR ALTERNATIVE TRANSPORT)You said that your assistance involved a taxi.D11 Did the vehicle arrive in an acceptable timeframe?SINGLE CODE 1.Yes 2.No 3.Dont know/Cant remember ASK IF D10=

257、1 OR D5_12=1(ASSISTANCE INVOLVED A TAXI OR ALTERNATIVE TRANSPORT)D12 Was the vehicle suitable for(IF CUSTOMER AT A1)(IF COMPANION AT A1)?SINGLE CODE 1.Yes 2.No 3.Dont know/Cant remember ASK ALL D13 And did(IF CUSTOMER AT A1)(IF COMPANION AT A1)experience any disruption on the journey?MULTICODE 1.Yes

258、 planned engineering works/industrial action 5.Yes unplanned disruption,e.g.,delays and cancellations 2.No 3.Dont know/Cant remember Page|Page|6969 ASK IF D13=1 OR 5 D16 Did someone contact(IF CUSTOMER AT A1)(IF COMPANION AT A1)(IF CUSTOMER AT A1)(IF COMPANION AT A1)to offer an alternative?SINGLE CO

259、DE 1.Yes 2.No 3.This wasnt necessary because the delay had no impact upon the booking 4.Dont know/cant remember ASK IF D16=1 D16b What alternative arrangements were offered and did these meet your needs?OPEN RESPONSE,PROBE FULLY _ 99 Dont know ASK IF D4a=1-2 D17 Thinking about the assistance at(FROM

260、 SAMPLE)station on(FROM SAMPLE),how satisfied were(IF CUSTOMER AT A1)(IF COMPANION AT A1)with READ OUT FIRST ITEM?READ OUT SUBSEQUENT ITEMS IN TURN,SINGLE CODE PER ROW,ROTATE ORDER OF STATEMENTS REPEAT SCALE AS NECESSARY a.The helpfulness and attitude of staff who provided assistance at the station

261、b.How well(IF CUSTOMER AT A1)(IF COMPANION AT A1)particular needs were understood by the staff who assisted(IF CUSTOMER AT A1)(IF COMPANION AT A1)at the station c.Staff being knowledgeable and proficient in how to assist(IF CUSTOMER AT A1)(IF COMPANION AT A1)Very satisfied Satisfied Neither satisfie

262、d nor dissatisfied Dissatisfied Very Dissatisfied Dont know Page|Page|7070 ASK IF D4a=1-2 D20 We are keen to know how helpful(IF CUSTOMER AT A1)(IF COMPANION AT A1)found Passenger Assist in terms of making the train journey possible or simply more convenient.Which of the following best describes(IF

263、CUSTOMER AT A1)(IF COMPANION AT A1)experience?PROBE AS PER PRECODES,SINGLE CODE 1.I/They could not have completed this particular train journey without Passenger Assist 2.I/They could have completed this particular train journey,but it would have been more difficult(e.g.,would have taken more time,n

264、eeding another person etc.)3.I/They could have completed this particular train journey without Passenger Assist 4.Dont know ASK ALL D21 Overall how satisfied are you with the whole process from booking the assistance to the assistance received at(FROM SAMPLE)station on(FROM SAMPLE)?SINGLE CODE 5=Ver

265、y satisfied 4=Satisfied 3=Neither satisfied nor dissatisfied 2=Dissatisfied 1=Very Dissatisfied 6=Dont know Page|Page|7171 Section E General views on the assisted travel service We would now like your thoughts on Passenger Assist as a whole,not just this journey.Were keen to understand your perspect

266、ive on what works well,what doesnt work so well,and how you think the service could be improved.ASK ALL E1 Overall,on a scale of 1 to 5,where 1 is very dissatisfied and 5 very satisfied,how satisfied are you with Passenger Assist?(Thinking about all journeys you have made using Passenger Assist)SING

267、LE CODE ASK ALL E2 Do you have any other general comments on the Passenger Assist service?OPEN RESPONSE,PROBE FULLY _ 98 None 99 Dont know ASK ALL E4 On a scale of 0 to 10,where 0 is very unlikely and 10 very likely,how likely would you be to recommend Passenger Assist to a friend or family member w

268、ho may require such a service?SINGLE CODE 5=Very satisfied 4=Satisfied 3=Neither satisfied nor dissatisfied 2=Dissatisfied 1=Very Dissatisfied 6=Dont know Very likely=10 9 8 7 6 5 4 3 2 1 Very unlikely=0 DK=11 Page|Page|7272 ASK ALL NOT BOOKING USING THE PASSENGER ASSISTANCE APP(NOT C1aa=4)E13a.Have

269、 you heard of the Passenger Assistance App?SINGLE CODE 1.Yes 2.No ASK IF CODED 1 AT E13a E13b.Have you used the Passenger Assistance App?SINGLE CODE 1.Ive downloaded it,but not used it yet 2.Ive downloaded it and Ive registered 3.Ive booked a journey on it 4.No ASK IF CODED 2-3 AT E13b E14 Can you t

270、ell us a bit about your experience(s)using the Passenger Assistance App so far?OPEN RESPONSE,PROBE FULLY _ 99 Dont know/unsure Page|Page|7373 Section F Demographics Before we finish,we would just like to ask a couple of final demographic questions.This is important as it helps us to better understan

271、d if Passenger Assist is meeting the needs of all types of customers.ASK ALL F1 IF CUSTOMER AT A1:DO NOT ASK AND CODE GENDER IF COMPANION AT A1:ASK IF A2=3 OR 10-16:Is your SINGLE CODE 1.Male 2.Female 4.Other(Please specify)3.Refused ASK ALL F2 IF CUSTOMER AT A1:How old are you?IF COMPANION AT A1:Ho

272、w old is your?SINGLE CODE 1.16-24 2.25-34 3.35-49 4.50-64 5.65-74 6.75+7.DO NOT READ OUT:Refused ASK ALL F3 IF CUSTOMER AT A1:Which of the following best describes your current circumstances?IF COMPANION AT A1:Which of the following best describes your s current circumstances?READ OUT,SINGLE CODE 1.

273、Working full or part-time 2.Not working 3.Student Page|Page|7474 4.Retired 5.Other(Please specify)6.DO NOT READ OUT:Refused ASK ALL F4(IF CUSTOMER AT A1)(IF COMPANION AT A1)have any of the following long-standing physical or mental health conditions?READ OUT,MULTICODE 1.Vision(blindness or visual im

274、pairment)2.Hearing(deafness or hard of hearing)3.Physical(wheelchair user,mobility issues,amputee,dwarfism)4.Learning or concentrating or remembering 5.Mental health problems 6.Social or behavioural issues,for example,due to neurological diverse conditions such as Autism,Attention Deficit or Asperge

275、rs Syndrome 10.A communication disorder/disability 7.Another long-term health condition that doesnt fit any of the above 8.None of these conditions SINGLE CODE 9.I would prefer not to say SINGLE CODE F5 Do you currently own a smartphone?1.Yes 2.No 3.Dont know/unsure ASK ALL F6 Thank you for sparing

276、the time to help ORR with this study.Occasionally,it is very helpful for us to be able to re-contact people we have spoken to,either to clarify certain issues,or to get a bit more detail on topics that ORR is particularly interested in.Would you be happy for us to call you back briefly if necessary?

277、Just to remind you:Your details will be kept completely confidential,and all your answers will remain anonymous.SINGLE CODE 1.Yes 2.No Page|Page|7575 ASK ALL F7 INTERVIEWER:CAPTURE NAME AND CONTACT NUMBER OPEN RESPONSE NAME:TELEPHONE NUMBER:Those are all the questions I have for you today.Thank you

278、very much for taking part in this survey.Your answers will help ORR to understand more about passengers experience of the assisted travel service and identify areas for improvement.Page|Page|7676 Stay in touchStay in touch Phil StubingtonPhil Stubington DirectorDirector Amie LutherAmie Luther Research ManagerResearch Manager Chris RawcliffeChris Rawcliffe Senior Research ExecutiveSenior Research Executive