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Related to: Climate Change Mitigation and Adaptation, Rural Areas, Built Environment, Air Quality, Cultural Activities, Employment and Economic Activity, Green Infrastructure and Spaces, Road Traffic Collisions, Tourism and the Visitor Economy

 

Key Facts

  • Out of all the parking services asked about in the 2016 Voicebox Survey, respondents were most satisfied with the Blue Badges service, with 54% satisfied, this is the same proportion that said they were satisfied with the service in 2015 and 2014.
  • 51% of respondents to the Voicebox Resident Survey in 2014 said they were very or fairly satisfied with local bus services, compared to 44% in 2013.
  • 32% of respondents to the Voicebox Resident Survey in 2014 said they were very or fairly satisfied with maintenance of local roads, compared to 28% in 2013.
  • 35% of respondents to the Voicebox Resident Survey in 2014 stated that they had used the local bus service on a daily or weekly basis, compared to 31% in 2013.
  • In the 2015 Voicebox Resident Survey 44% of respondents were very or farily satisfied with the provision of car parks, and 29% were very or fairly satisfied with the provision of on street parking areas.
  • 80% of respondents to the Home to School Transport Survey agreed or strongly agreed that overall the service provided was good in 2014.  

What does the community say?

Voicebox Resident Survey 1 2 3 4

The large scale Voicebox Resident Survey aims to provide an insight into Bath and North East Somerset and its local communities and to capture resident’s views and experiences of their local area and council services. In 2013, and 2014 the questionnaires were posted to 3,150 addresses selected randomly in the local authority area, and in 2015 and 2016, 3,650 addresses. Respondents also have the opportunity to complete the survey online.

In 2013 a total of 1,189 residents completed the questionnaire, a response rate of 38%, in 2014 a total of 975 residents completed it, a response rate of 31%, in 2015 a total of 1,067 residents completed it, a response rate of 29% (sample was 3,650), and in 2016 a total of 1,113 residents completed it, a response rate of 31% (sample was 3,650). 

The Voicebox Surveys carried out in 2013 and 2014 both asked questions about transport infrastructure, and in 2014, 2015 and 2016 questions were asked about parking. 

Satisfaction with transport infrastructure services provided by the council

In both 2013 and 2014 respondents were asked how satisfied or dissatisfied they were with the following services provided or supported by Bath and North East Somerset Council:

  • Transport information
  • Local bus services
  • Maintenance of local roads                     
  • Road safety improvements          

Transport information – There has been very little change in the two years in terms of the levels of satisfaction with transport information, 45% of respondents stating they were either very or fairly satisfied in 2014, compared to 43% in 2013. 

Figure 1: How satisfied respondents of the 2014 and 2013 Voicebox surveys stated they were with local transport information 

Local bus services – A greater proportion of respondents in 2014 (51%) said they were either very or fairly satisfied with local bus services compared to in 2013 (44%).

Figure 2: How satisfied respondents of the 2014 and 2013 Voicebox surveys stated they were with local bus services 

Maintenance of local roads - A slightly greater proportion of respondents in 2014 (32%) said they were either very or fairly satisfied with maintenance of local roads compared to in 2013 (28%).

Figure 3: How satisfied respondents of the 2014 and 2013 Voicebox surveys stated they were with maintenance of local roads

Road safety improvements - A greater proportion of respondents in 2014 (33%) said they were either very or fairly satisfied with road safety improvements compared to in 2013 (25%).

Figure 4: How satisfied respondents of the 2014 and 2013 Voicebox surveys stated they were with road safety improvements

Use of transport infrastructure services provided or support by the council

In both 2013 and 2014 respondents were asked how frequently they used the following services provided or supported by Bath and North East Somerset Council:

Local bus services – A slightly greater proportion of respondents in 2014 (53%) said that they had used the local bus service on a daily or weekly or monthly basis, compared to 3013 (49%). A greater proportion in 2014 (35%) also stated that they used them daily or weekly than in 2013 (31%).

Local transport information – There has been very little change in the two years in terms of the proportion of respondents that said they used local transport information on a daily, weekly or monthly basis, 33% in 2014, and 35% in 2013.  Though, a slightly greater proportion of respondents in 2014 (23%) had never used it, compared to 2013 (19%).

The travelwest website www.travelwest.infoThough there was very little change in the proportion of respondents that said they had used the travelwest website on a daily, weekly or monthly basis, 10% in 2014, and 8% in 2013, the proportion that had never used it was smaller, 68% in 2014, compared to 74% in 2013. 

2014, 2015 and 2016 Voicebox – Parking Services56 7

The Voicebox Survey carried out in 2016, 2015 and 2014 asked questions about local parking services.

Satisfaction with local parking services

In 2016, 2015 and 2014  respondents were asked how satisfied or dissatisfied they were with the following local parking services:

  • Blue Badges (for disabled drivers/passengers)
  • Parking permits
  • Car parks  
  • On street parking areas 
  • Parking enforcement and appeals processes    

Blue Badges (for disabled drivers/passengers) -In 2016, 2015 and 2014, of those who responded (base 439, 329, 340), 54% were very or fairly satisfied with the provision of the blue badges (for disabled drivers/passengers), and 10% were very or fairly dissatisfied.

However, the 2016 results indicate that the level of satisfaction varies significantly with different age groups. In 2016 the age group most satisfied with the Blue Badges service was 75+ year olds (79% satisfied), and the age group least satisfied with the service was 35-54 year olds (37% satisfied).

Parking permits - In 2016 of those who responded (base 492), 36% were very or fairly satisfied with the provision of the parking permits service, very similar to the 35% in both 2015 and 2014 (base both 357).  In 2016 24% were very or fairly dissatisfied, this was 21% in 2015 and 26% in 2014.

Car parks and on street parking areas - In 2016 and 2015 the Voicebox Survey asked whether respondents were satisfied with car parks and on street parking areas separately. In 2016 almost half of respondents (47%, base 907) said they were satisfied with Car Parking service, a slight increase compared to 2015 when it was 44% (base 835). In 2016 32% were very or fairly dissatisfied, this was 31% in 2015. 

However, the 2016 results indicate that the level of satisfaction varies significantly by gender and age. A significantly higher proportion of men (54%) said they were satisfied with the Car Parking service compared to women (42%) in 2016, and a significantly higher proportion of 18-34 year olds said they were satisfied with the service (64%) compared to the older age groups (39%, 42%, 52%).

When it came to off street parking, of those who responded in 2016 and 2015 (base 933, 869), 32% were very or fairly satisfied with the provision of on street parking areas in 2016, and 29% in 2015, and 45% were very or fairly dissatisfied in 2016, and 44% in 2015. 

In 2014 the Voicebox Survey asked whether respondents were satisfied with car parks and on street parking areas together.  Of those who responded 34% (base - 798) of respondents were very or fairly satisfied with the car parks and on street parking, however 44% were dissatisfied. 

Parking enforcement and appeals processes - In 2016 of those who responded (base 658) 26% were very or fairly satisfied with the parking enforcement and appeals processes, compared to 22% in both 2015 and 2014 (base 549, 584). In 2016 29% were very or fairly satisfied with the parking enforcement and appeals processes, compared to 31% in 2015 and 33% in 2014. 

In 2016 men (23% satisfied) and 55-74 year olds (18%) were the least satisfied with the parking enforcement and appeals processes service.

Experience of staff in parking services 

In 2016, 2015 and 2014 in relation to the same services, respondents were also asked to what extent they agreed with the statement ‘staff working in the following services are polite, courteous and treat all their customers fairly’.

Blue Badges (for disabled drivers/passengers) - Of those who responded, (310, in 2016, 262 in 2015 and 268 in 2014) 50% strongly or tended to agree that the staff working in the Blue Badges service were polite, courteous and fair in 2016 and 2015, compared to 47% in 2014. Only 3% strongly or tended to disagree in 2016, 4% in 2015 and and 6% in 2014.

However, the 2016 results indicate that the level of agreement with this statement in relation to the Blue Badges service varies significantly with different age groups. In 2016 the age group with the highest proportion that agreed with the statement was 75+year olds (82% agreed), and the age group with the lowest proportion that agreed was 35-54 year olds (26% agreed).

Parking permits - Of those who responded, (387 in 2016, 314 in 2015 and 308 in 2014) in 2016 45% strongly or tended to agree that the staff working in the parking permits service were polite, courteous and fair, compared to 41%  in both 2015 and 2014.  Only 7% strongly or tended to disagree in 2016, compared to 5% in 2015 and 11% in 2014. 

However, the 2016 results indicate that the level of agreement with the statement varies significantly by gender and age. In 2016 a significantly higher proportion of men (49%) said they agreed with the statement in relation to the Parking Permits service, compared to women (43%), and a significantly higher proportion of 18-34 year olds agreed with the statement (73%) compared to the older age groups (26%,36%,57%).

Car parks and on street parking areas -  Of those who responded, (594 in 2016, 560 in 2015 and 487 in 2014) 39% strongly or tended to agree that the staff working in the car parks and on street parking areas service were polite, courteous and fair in 2016, compared to 34% in 2015 and 32% in 2014. Only 11% strongly or tended to disagree in 2016, compared to 9% in 2015 and 11% in 2014.

The 2016 results also indicate that the level of agreement with this statement in relation to car parks and on street parking areas varies significantly with different age groups. In 2016 the age groups with the lowest proportions that agreed with the statement were 35-54 year olds and 55-74 year olds (30% agreed), and the age group with the highest proportion that agreed was 18-34 year olds (59% agreed).

Parking enforcement and appeals processes - Of those who responded, (516 in 2016, 466 in 2015 and 453 in 2014) 30% strongly or tended to agree that the staff working in the parking enforcement and appeals processes service were polite, courteous and fair in 2016, compared to 24% in 2015 and 26% in 2014. 15% strongly or tended to disagree in 2016, compared to 18% in 2015 and 21% in 2014.

The 2016 results also indicate that the level of agreement with this statement in relation to the parking enforcement and appeals processes service varies significantly with different age groups. In 2016 the age groups with the lowest proportions that agreed with the statement were 35-54 year olds and 55-74 year olds (22% agreed), and the age group with the highest proportion that agreed was 18-34 year olds (46% agreed).

Click here to see the results of the Parking Services questions in the 2016 Voicebox Resident Survey

School Transport Survey 8 9

Bath and North East Somerset Council transports over 2,500 children to and from school every day; utilising its own internal fleet and 48 contractors, using a variety of coaches, minibuses, taxis and specialist vehicles.10  

A School Transport Survey is carried out annually to find out parents experiences of the Home to School Transport service.  

Each year 2,400 surveys are sent out. For the survey referring to people’s experiences in 2012, 641 people responded (27%), for the survey referring to 2013, 496 people responded (21%), and for the survey referring to 2014, 525 people responded (22%).

For 2012, 2013 and 2014, the majority of respondents agreed or strongly agreed with most of the statements, and thus were happy with the service provided.

 

Overall there is little difference in the results of the three surveys. However, when comparing the respondents’ experiences of the service in 2014, with the previous two years, the key differences are:

  • A smaller proportion of respondents thought they were given sufficient notice of changes to the service in 2014 (50%) compared to in 2012 (56%), and in 2013 (57%).
  • A greater proportion of respondents stated that the transport was reliable and usually arrived within 10 minutes of schedule in 2014 (78%), compared to in 2013 (75%), but this was still lower than the proportion who thought this was the case in 2012 (84%).
  • A larger proportion of respondents thought that the communication they received from the Transport Services in 2014 (63%) was good compared to in 2013 (60%), but this was lower than the proportion who though it was good in 2012 (67%).
  • Though a smaller proportion of respondents rated the overall service in 2014 as good (80%) compared to the service in 2012 (86%), the proportion was slightly greater than for 2013 (79%).
  • A smaller proportion of respondents thought that the hours of availability of head office were satisfactory in 2014 (71%) compared to in both 2013 (74%) and 2012 (73%). It is important to note that the hours changed between 2013 (8.00am – 5.00pm) and 2014 (7.30am - 4.30pm).
  • A greater proportion of respondents stated that the staff were polite and courteous in 2014 (72%), compared to in 2013 (70%), but this was lower than the proportion who thought this was the case in 2012 (75%).

Figure 2: Results of Home to School Transport Survey in reference to experiences in 2012, 2013 and 2014 - Respondents who agreed or agreed strongly with the statements 11 12

Additional information from the survey about the service in 2014 13

Type of service used:

  • 97% of respondents used a closed service bus that takes children with Council bus passes only.
  • 3% of respondents used a public service route that any passenger can pay the driver to travel on.

Use of Bath & North East Somerset Transport FB page:

  • 98% of respondents had not used the Bath & North East Somerset Transport FB page for updates on service delays

Views on the service’s communication:

  • 74% agreed or strongly agreed that communication about applying for transport was good
  • 70% agreed or strongly agreed that communication about transport routes and/or passes was good
  • 49% agreed or strongly agreed that communication about entitlement or fare paying passenger scheme was good

Views on contacting the service:

  • 50% agreed or strongly agreed that the process for contacting Transport Services following an issue with the transport or needing to alter arrangements was good
  • 33% agreed or strongly agreed that the process for making a payment was good
  • 1. Marketing Means (2014) Voicebox 22, Section 5: Transport - Headline Draft Report, Bath and North East Somerset Council, November 2013 – January 2014
  • 2.  Marketing Means (2015) Voicebox 23, Results weighted by Age and Gender, Bath and North East Somerset Council, November 2014 – January 2015
  • 3. Marketing Means (2016) Bath and North East Somerset Voicebox 24, Parking Report, Bath and North East Somerset Council - November 2015-January 2016
  • 4. Marketing Means (2017) Voicebox 25, Individual results with Age and Gender weighting, Bath and North East Somerset Council, November 2016 – January 2017
  • 5. Marketing Means (2015) Voicebox 23, Results weighted by Age and Gender, Bath and North East Somerset Council, November 2014 – January 2015
  • 6. Marketing Means (2016) Bath and North East Somerset Voicebox 24, Parking Report, Bath and North East Somerset Council - November 2015-January 2016
  • 7. Marketing Means (2017) Voicebox 25, Individual results with Age and Gender weighting, Bath and North East Somerset Council, November 2016 – January 2017
  • 8. Bath and North East Somerset Council (2013) Passenger Transport Survey Analysis, http://www.bathnes.gov.uk/services/schools-colleges-and-learning/home-school-transport/passenger-transport-survey-analysis (viewed 12/01/15)
  • 9. Bath and North East Somerset Council (2015) Home to School Transport Survey 2015 Analysis
  • 10. Bath and North East Somerset Council (2014) Home to School Transport, http://www.bathnes.gov.uk/services/schools-colleges-and-learning/home-school-transport (viewed 12/01/15)
  • 11. Bath and North East Somerset Council (2013) Passenger Transport Survey Analysis, http://www.bathnes.gov.uk/services/schools-colleges-and-learning/home-school-transport/passenger-transport-survey-analysis (viewed 12/01/15)
  • 12. Bath and North East Somerset Council (2015) Home to School Transport Survey 2015 Analysis
  • 13. Bath and North East Somerset Council (2015) Home to School Transport Survey 2015 Analysis