BAY OF PLENTY REGIONAL COUNCIL Bus NonUser Survey

BAY OF PLENTY REGIONAL COUNCIL Bus Non-User Survey 2014 RESEARCH REPORT | AUGUST 2014

BAY OF PLENTY REGIONAL COUNCIL Bus Non-User Survey 2014 Table of Contents Introduction, Objectives and Methodology Page 3 Executive Summary Page 4 Barriers Towards Local Public Bus Usage Page 7 Benefits of Using Local Public Buses, Likelihood of Future Use, and Future Improvements Page 14 Communications Page 19 Travelling with Disabilities or Young Children Page 23 Demographic Profile Page 27 Additional Findings Page 31 Copyright © 2014 Key Research. Confidential and proprietary.

BAY OF PLENTY REGIONAL COUNCIL Bus Non-User Survey 2014 Page 3 Introduction, Objectives and Methodology Introduction: Bay of Plenty Regional Council (BOPRC) is responsible for planning and contracting for public transport services within the Bay of Plenty (BOP) region. It contracts for bus services in Tauranga, Rotorua, Eastern and Western Bay of Plenty. To this end, Key Research were commissioned to undertake a survey involving non-users of the public bus service to assess perceptions of, and reasons for not using, the BOPRC bus service. Research Objectives: Determine the reasons for non-use of the local public bus services; Identify changes required by non-users for them to consider using public transport; Identify likelihood of using buses in the future; Uncover if those with disabilities, or who travel with young children, or a young child in a pushchair experience problems or perceive problems when travelling on local public buses; Provide a demographic profile of respondents (such as, gender, age, and income); Compare results with previous years and provide recommendations that will inform strategic decision making processes going forward. Methodology: The study consisted of 401 telephone interviews with non-users of the public bus service in Tauranga (201) and Rotorua (200), aged 15 years or older. For the purposes of this research, a ‘non-user’ is defined as someone who does not use the local public bus at least once a month. Interviewing took place between the 19 th May and 9 th June 2014. The overall results have a margin of error of +/- 4. 90% at the 95% confidence level. Copyright © 2014 Key Research. Confidential and proprietary.

Executive Summary

BAY OF PLENTY REGIONAL COUNCIL Bus Non-User Survey 2014 Page 5 Executive Summary Barriers towards local public bus usage: • Convenience continues to be the main reason respondents choose to use private transport instead of public transport (66%). The factors that make private transport more convenient include the Freedom to travel where and when they want. Respondents dislike that buses Require waiting or travelling to a timetable, and that Buses don’t go where they want, or don’t travel direct to their destinations. • Suggested improvements to increase the convenience of local public buses include Better positioning of bus stops and More bus routes and bus times. • Over one in ten (11%) respondents state that they use private transport instead of public transport due to Buses not being available when needed. This is mainly because Buses don’t run enough, or the timetable doesn’t suit and That work is outside of bus operating hours, or that they have irregular hours of work. • The current positioning of bus stops prevents almost one in ten (9%) respondents from using the local public bus service, as the bus stops are Too far to walk, or there are none nearby. Of these respondents, when asked how far away the nearest local public bus stop is from their house almost one half (45%) state that the bus stop is About 1 kilometre or 2 to 3 kilometres away. Benefits of using local public buses: • Respondents perceive the key benefits of using local public buses to be Saving money and fuel (37% of Rotorua respondents who would consider using the local bus service, 31% of Tauranga respondents who would consider using the local bus service), and Buses eliminate the need for parking, therefore eliminating the cost of parking and potential parking tickets (14% of Rotorua respondents, and 24% of Tauranga respondents). Other perceived benefits include Being able to enjoy the journey as a passenger, not a driver and Being better for the environment. Likelihood of future use • Over seven in ten (71%) respondents would consider using the local public bus service, which is a slight increase in comparison to 68% from the 2012 survey. • Income is a key determinant of local public bus service use, with those earning under $40, 000 household income per year having a higher likelihood to consider using the local bus service than those with higher household income. • Age is also a factor in local public bus service use, with those aged 15 to 34 years, and 65 to 74 years having higher likelihood to use the local public bus service than other age groups. Future Improvements • The most important things that need to change to improve the local public bus service as suggested by respondents are Changes to existing routes, more direct routes, and new bus routes (15%), A more frequent, regular, and reliable service, and improved timings of the bus service (15%), and More bus stops (7%). These factors would also make bus transport more appealing to those who are not considering using local public bus services in the future which is 29% of Rotorua respondents and 26% of Tauranga respondents. Copyright © 2014 Key Research. Confidential and proprietary.

BAY OF PLENTY REGIONAL COUNCIL Bus Non-User Survey 2014 Page 6 Executive Summary Communications: • Tauranga respondents most commonly use an Internet search (41%) when seeking information about the local timetable and bus routes, and Rotorua respondents most commonly look to Timetable information at bus stops (34%). • The Baybus website has lower awareness amongst Rotorua respondents, with only 3% stating that they use the Baybus website to find out about the local timetable and bus routes, compared to 13% of Tauranga respondents. • Overall, there are differences in how respondents aged Under 65 years, and respondents 65 and older find out about the local timetable and bus routes. Those aged Under 65 years most commonly gather this information through an Internet search (47%), whilst those aged 65 and older most commonly gather the information through Timetable information at the bus stops (36%). Travelling with disabilities or young children: • Over one in ten (13%) respondents use mobility, hearing or visual aids when travelling outside the home. Of these, the most commonly used aid is A walking aid such as a stick, crutch or frame (7%), in particular a Walking stick or single crutch (85% of those who use a walking aid). • Over two thirds (70%) of respondents who travel outside the home with an aid state that they wouldn’t encounter any problems travelling on, or getting to or from the local public bus, whilst over one in ten (13%) state that they would encounter problems. These problems include difficulties in getting up and down the steps onto the bus, the bus stop being too far away to walk to, or bus users not helping or accommodating people in wheelchairs. • Over one in ten (13%) respondents are responsible for travelling with young children, or a young child that requires a pushchair. • Of these, over one half (52%) state that they wouldn’t encounter any problems when travelling on or getting to and from the local public bus, whilst one fifth (20%) state that they would encounter problems. These problems include the difficulty in getting the pushchair on the bus – as it requires help from another person, the lack of room for the pushchair inside the bus, and the buses not having a lowering step. Copyright © 2014 Key Research. Confidential and proprietary.

Barriers Towards Local Public Bus Usage

BAY OF PLENTY REGIONAL COUNCIL Bus Non-User Survey 2014 Page 8 Q 15 Barriers Towards Local Public Bus Usage Why do you use private transport instead of public transport? 66%68% 63% Convenience Own a car and prefer to use that 17% Flexibility Private transport is quicker Easier with luggage / shopping. . . Independence Buses are not available when. . . Job requires a car / have a work. . . Too far to walk / no bus stops. . . Prefer to walk / cycle Mobility issues (disabled / healt. . . Not suitable with young children Unsure of public transport Don’t travel / go out often Force of habit Don’t like public transport Too lazy 5% 3% 2% 5% 3% 4% 2% 2% 2% 1% 1% 1% 23% 12% 10% 15% 12% 11% 13% 11% 12% 11% 11% 9% 13% 11% 13% 9% 9% 9% 10% 8% 10% TOTAL n= 401 ROTORUA n= 200 TAURANGA n= 201 11% 12% 9% Other Don’t know / not sure 20% 0% 1% The most commonly mentioned reason that respondents prefer private transport over public transport is the Convenience of private transport (66%). Copyright © 2014 Key Research. Confidential and proprietary.

BAY OF PLENTY REGIONAL COUNCIL Bus Non-User Survey 2014 Page 9 Q 15 Barriers Towards Local Public Bus Usage Why do you use private transport instead of public transport? • OTHER responses: • • A large number of us travel together. • Both of us work outside of the buses hours, and we also have to pick up our children • from school. • • Door to door service. • • Friends pick me up. • I can’t travel with dogs • • I go to Matamata. • • I had a bad accident on a bus that left me too scared to use them again. • I have to drop kids off at school in town. The bus service is inadequate for them to • • use from where I work to their school. • • I have to drop three children off at school on the way to work, and pick them up • afterwards. Children under eight years of age are required to be in car seats. • I have to go into town to pick up the mail and then travel to work. The bus doesn't • do this. • I haven’t looked into using buses. • • I just do. • • I keep forgetting the bus goes past the gate. • • I need to be able to use car restraints. • • I need to use fitted car seats. • I sometimes bike to work, , but mostly drive. The main reason is that there are things • I need to do in my lunch break. If the bus went to Scion, which has 320 staff, I would probably use it. • • I suffer from a mental illness. • • I use the shuttle from the rest home I am in. • • I work at home. • • I work from home and I tow a boat or kayak. I go outside of bus routes on outings usually. • I work from home. • I would have to catch two buses to get to my destination and there is a 20 minute gap in the middle. • I would use the bus if I worked in town. If it was available at night I would use it. I'm always worried about missing buses. I don't like waiting for a bus, as it can be late during busy times in my area. It is cheaper. It is easier in emergencies. It is easier to get from A to B. I can go when I want to go and get there from door to door. It is more economic and my work schedule is outside bus times. It's easier. The bus doesn't keep to exact times which can cause issues. The bus routes don’t fit in. The buses don’t go out of town which is where I go. The connections are appalling. The cost, and the type of people who travel on the bus. When I walk past I get harassed by the children there. They are intimidating, and all hang around the bus station. The weather is an issue. It might be raining. There are no buses going in the right direction. There is normally more than one person in the car when we go out. They are not very clean. They’re going to say one day that I’m too old to drive, , but sometimes when I use the vehicle I don’t go up town very often. To go to work. We car pool to the hospital. We carpool for school, and buses don't go near the school. We have a large amount of luggage, and take children to school. Copyright © 2014 Key Research. Confidential and proprietary.

BAY OF PLENTY REGIONAL COUNCIL Bus Non-User Survey 2014 Page 10 Q 15. 2 Barriers Towards Local Public Bus Usage What makes your private transport more convenient? What could be done to make local buses more convenient for you? Asked of those for which ‘Convenience’ is a reason for preferring private transport instead of public transport (Q 15) Private transport gives me freedom to travel when I want / Buses require waiting/travelling to a timetable Private transport gives me freedom to travel where I want / Buses don't go where I want/aren't direct Bus stops aren't close to home/destination / Better positioning of bus stops 27% 28% 25% 27% 25% 28% 16% 15% 17% 14% 13% Force of habit/personal preference More buses/routes/times are needed for convenience 10% 10% Private transport is easier with luggage/shopping 10% 9% 10% Private transport is quicker / Buses are slow to reach destination 10% 9% 10% Buses don't fit my schedule/work schedule Private transport is necessary/more convenient for work / I have free parking from work 5% 4% 7% 10% Male, 65 to 74 years, Tauranga. TOTAL n= 263 ROTORUA n= 136 TAURANGA n= 127 9% 6% 7% 6% Private transport is more convenient with children/a family I can arrive at places on time with private transport / Buses are unreliable 5% 5% 5% Other Don't know 7% 7% 3% 3% 3% 12% Female, 55 to 64 years, Tauranga. “Put bus stops on our street so that we can get to them easily. Put bus stops at the destinations we wish to visit, including our church. And also run buses at the times we need them, to get to church or friends houses. ” 12% 13% Nothing can make buses more convenient for me “I can go from my A to B quicker in my car. If I'm in a bus, I have to go to a hub, get off, and catch another bus. ” 17% “We don't have a bus stop in handy walking distance. It's too far to be walking in the wet. ” Female, 75 years and over, Rotorua. “The buses take too long to go where you want to go. It takes me five minutes to go to town in a car, but if I catch the bus it will take me 40 minutes. There are no direct buses to the city. If they had direct buses, like an express bus, it would be okay. ” Female, 55 to 64 years, Tauranga. The most commonly mentioned factors that would improve the convenience of local public buses to respondents include Better positioning of bus stops – such as closer to respondents’ home or destination (16%), and More buses, routes and times (10%). Copyright © 2014 Key Research. Confidential and proprietary.

BAY OF PLENTY REGIONAL COUNCIL Bus Non-User Survey 2014 Page 11 Q 15. 2 Barriers Towards Local Public Bus Usage What makes your private transport more convenient? What could be done to make local buses more convenient for you? Asked of those for which ‘Convenience’ is a reason for preferring private transport instead of public transport (Q 15) • OTHER responses: • By the time I would take a bus home from work it would be 7 pm. It would add an • hour on each day. It would be more appealing if it could pick me up at the door step • • and not stop on the way, although I am not really expecting that. It is more cost efficient to take my car. If anything happens to my husband I can get home quickly. • He has health problems and it is a safety consideration. • Convenience and independence. London buses are better. I feel that I am forced to • use a private vehicle here. • • Cycling is perfect for parking. • Depending on where we are going. We play bowls, and our club is at Matua. I can • understand why they changed the bus route. It is great with the Super Gold Card • being free. • I am at retirement age. More room for a scooter would be great. • I am unsure, nothing really. It doesn't apply in our lives as everything is so close here. • • I belong to a bowling club so I get free parking. I can park anywhere I want to when • using private transport. • I can afford to run a car. When I retire I will definitely use the buses. • • I can go to where I want to. I don't go into town a lot, that's all. • I don't have to rely on anyone. It gives me independence. • I don't want to be on a bus with people I don't know. The car will get me closer to • • where I need to go. I'm not sure of prices. • I don't work as I'm retired. My wife has a private car which she uses for work. • • I have a disability sticker in my vehicle which allows me to park closer to where I • need to go. • I hop in the car and go. I park where I want to go. There is no need to walk to the bus stop. I'm still pretty fit, but if I wasn't, then walking half a mile to catch a bus would be a bit of a problem. Actually, one of the reasons people here don’t use the bus is that parking is so easy to find and often it is free. It is a different story in Auckland. I'd probably use the bus if I lived there. • I would like to have a free timetable mailed out every year advising bus routes and times, or have it in the Rotorua Review. • I would use them if I was to unable to drive. If I was in a larger city, I might use public transport more. I'm only 800 metres from a shopping centre, so I don't need a car or bus for that. In Rotorua the bus service is not advertised clearly. It is classier. Make it a nicer environment in the buses. It is easier to drive to work than bus and we live closer to town so using a bus isn't justifiable. It is easier to get close to where I need to go. The bus stop is only 45 metres from my gate. I could explore using it a little more. Maybe better storage for bigger items, and cheaper fares would make buses more convenient. Sheltered bus stops would be nice for bad weather days. Tauranga is so small and it doesn't take long to get around. Using local buses is not an option because of the reasons I've outlined. The bus stops are frequently unsheltered. There is not enough public transport and it is very slow. They should go faster. Maybe they could have buses available at all hours. Public transport in New Zealand is very primitive. There's not much at all that could convince me. I could suggest a Super Gold Card bus pass. We are happy with the bus services going by. We have used it in the past. We cannot take the dogs on the bus. We don't have cash on us and I'm not sure if they take eftpos. You don't have to witness drivers being abused by passengers and other drivers. They are only working for a minimum wage. Copyright © 2014 Key Research. Confidential and proprietary.

BAY OF PLENTY REGIONAL COUNCIL Bus Non-User Survey 2014 Page 12 Q 15. 1 Barriers Towards Local Public Bus Usage Can you let me know about the last time you needed a local public bus and it was not available? Asked of those for which ‘Buses are not available when needed’ is a reason for preferring private transport instead of public transport (Q 15) THOSE WHO HAVE USED A BUS BEFORE The buses don't run often enough/ the timetable doesn't suit me 36% I work outside the bus operating hours / I work irregular hours 29% The buses aren't reliable 11% The bus doesn't take me where I want to go 11% The buses take too long/aren't direct 4% The bus doesn't come close to my house 4% Male, 35 to 44 years, Tauranga. “It's all work related. I either go to work early or finish late, and there are no buses at that time. ” Female, 55 to 64 years, Rotorua. “Buses don't show up on time. ” Female, 45 to 54 years, Rotorua. Other I can't remember “If I could walk out onto Cameron Road and know that a bus was coming within 10 minutes along a main route to town or in the opposite direction and if I knew I could get to a stop and get onto the next bus going along another direct route within a 10 minutes wait I would be happier to use the bus. I personally think that the entire bus routes could use a revamp. ” 14% 7% n= 28 “The travel times are too long and irregular. I've put it in the too hard basket. ” Female, 35 to 44 years, Tauranga. The buses not running often enough, or the timetable not suiting respondents (36%) and The bus timetable not accommodating respondents’ working hours (29%) are the two most commonly mentioned reasons that prevented local public buses being available to respondents. Copyright © 2014 Key Research. Confidential and proprietary.

BAY OF PLENTY REGIONAL COUNCIL Bus Non-User Survey 2014 Page 13 Q 15. 15 Barriers Towards Local Public Bus Usage How far away is the nearest local public bus stop from your house? Asked of those of which ‘Too far to walk, or no bus stops nearby’ is a reason for preferring private transport instead of public transport (Q 15) Less than 1 kilometre away 16% About 1 kilometre 32% 2 to 3 kilometres 13% There are no buses that come to our area 21% The bus stop is too far from my destination 8% There is no footpath/bus shelter / The road is busy 8% My health issues make the distance difficult/unmanageable “With my back problems, I potentially could take half an hour to get to the stop, or not be able to at all due to the long distance of walking required. ” Male, 65 to 74 years, Tauranga. 11% “It's about two to three kilometres to get to Pyes Pa Road bus stop from home. ” Female, 55 to 64 years, Tauranga. n= 37 “The closest bus stop to my work is at Waiariki Polytechnic and I work about three kilometres further away from that bus stop. ” Male, 55 to 64 years, Rotorua. Of those who stated that Too far to walk, or no bus stops nearby as a reason that they prefer private transport over public transport, About one kilometre is the most Copyrightdistance © 2014 Key that Research. commonly mentioned the. Confidential bus stopandisproprietary. from their house (32%).

Benefits of Using Local Public Buses, Likelihood of Future Use, and Future Improvements

BAY OF PLENTY REGIONAL COUNCIL Bus Non-User Survey 2014 Page 15 Q 16 & 18 Benefits of Local Public Bus Usage Would you ever consider using the local public bus service? What are the main benefits to you of using a bus compared to private transport? Can save money/fuel 31% 14% Eliminates parking/cost of parking/parking tickets Don't need to drive / Enjoy the journey Yes 4% No Don't know 29% 2% 26% 2% Rotorua Tauranga n= 201 n= 200 Helpful if health/age/lack of vehicle prevented me from driving 8% 6% 6% Convenient / Reliable / Safe 3% Takes you into town/the City Centre 2% 3% Avoids traffic / Reduces traffic 2% 3% Personal situation means that private transport is required/ Prefer private transport 3% 3% If I go out for a drink it is a good way to get home 2% 3% Other 2% 3% Don't know / I don't use the bus 3% No benefit 10% 5% Better for the environment 72% 24% 6% 8% Cheap/free travel with a Super Gold Card 70% 37% 8% ROTORUA n= 140 TAURANGA n= 144 11% 20% 17% Of the respondents who would consider using the local public bus service, the main benefits are that public transport allows them to Save money or fuel. Buses also Eliminate parking/cost of parking/parking tickets is also a key benefit to respondents of using the bus, and mentioned by a significantly higher proportion of Tauranga respondents Copyright 2014 Key Research. respondents Confidential and proprietary. (24%)©than Rotorua (14%).

BAY OF PLENTY REGIONAL COUNCIL Bus Non-User Survey 2014 Page 16 Q 16 Likelihood of Future Use Would you ever consider using the local public bus service? AGE GENDER HOUSEHOLD INCOME ($000, before tax) TOTAL SAMPLE 71% 67 % 74 % 75% 24 % 22% 1% 2% 3% 3% Male Female 15 - 34 70% 68% 66% 67% 68% 82% 77% 63% 73% 69% 27% 2% Yes No Don't know n= 401 32 % n= 158 n= 243 27% 30% 18% n= 32 29% 32% 23% 4% 35 - 44 1% 45 - 54 55 - 64 n= 63 n= 73 n= 94 65 - 74 n= 68 75+ n= 69 24% 3% 4% 37% 27% 4% <$25 $39 $40 $59 $60 $89 $90 $119 $120+ n= 34 n= 48 n= 58 n= 85 n= 49 The demographic subgroups who show the highest likelihood to use the local public bus service in the future include the 65 to 74 years age group (82% would consider), the Copyright © 2014(82%), Key Research. and proprietary. below $25, 000 before tax household income group and Confidential the $25 -$39, 000 before tax household income group (77%).

BAY OF PLENTY REGIONAL COUNCIL Bus Non-User Survey 2014 Page 17 Q 17 Future Improvements What is the most important thing that needs to change to improve the local public bus service? Nothing / It's fine More frequent/regular/reliable service / Improve the timings 12% 3% 5% 2% 2% 3% 3% 4% 3% Change of personal situation 3% 2% 4% Smaller buses / Too many empty buses If they were safer / Safer drivers Other Female, 45 to 54 years, Tauranga. “I think they need timetables at all bus stops. They also need to have a digital countdown at each stop. And also, concession cards. ” Female, 35 to 44 years, Tauranga. n= 401 HAVE USED THE BUS BEFORE HAVE NOT USED THE BUS BEFORE 3% 3% 2% 3% 3% 3% n= 208 n= 193 1% 1% 2% 7% 8% 6% Don't know / Nothing can make me consider using it “Nothing. I travel locally, so don't need to use the bus. ” TOTAL 5% Timetables at bus stops/on buses/more available / Countdown timers at bus stops Shelter/seating at bus stops / Safer bus stops 15% 17% 7% 8% 6% Bus stop closer to home / More accessible bus stops / Catch by flagging down bus Evening and night buses / Extended hours of service 24% 15% 17% 13% Changes to existing routes / More direct routes / New bus routes Cheaper bus fares / Concession cards / Pay by bus cards/eftpos/credit cards 19% 15% “I need to know that the buses will arrive at regular intervals, like every ten minutes, and drop me off outside my work. ” Female, 55 to 64 years, Tauranga. 17% 28% “Changing the connections, for example, from Welcome Bay to the Mount you have to stop in town, and the trip takes 45 minutes. ” Male, 45 to 54 years, Tauranga. 40% “More regular buses, and more advanced routes. ” Female, 35 to 44 years, Tauranga. Both respondents who have used, and haven’t used the local public bus service before indicate the need for Route development, Frequency, and reliability of the service, and improved timings, and More accessible bus stops, including bus stops closer to home, and being able to catch a bus by flagging down to be changed in order to improve the Copyright © 2014 Keypublic Research. Confidential and proprietary. local bus service.

BAY OF PLENTY REGIONAL COUNCIL Bus Non-User Survey 2014 Page 18 Q 16 & 20 Future Improvements Would you ever consider using the local public bus service? What would make bus transport more appealing to you? 44% Nothing Yes 70% 58% 9% 12% Change of/more routes/bus stops 72% Buses being more frequent/suited to my schedule 5% 10% Change in personal/employment/health/driving situation 5% 10% No If it was free/cheaper Don't know 29% 26% Other 2% 2% Don't know Rotorua Tauranga n= 201 2% ROTORUA n= 57 TAURANGA n= 52 11% 12% 8% 16% 12% n= 200 Of those who stated that they wouldn’t ever consider using the local public bus service, the most commonly mentioned factor that could make local public bus transport Copyright © 2014 Keyor Research. proprietary. more appealing to this group include Change of/more routes, more Confidential bus stops, andand Buses being more frequent, or suited to my schedule.

Communications

BAY OF PLENTY REGIONAL COUNCIL Bus Non-User Survey 2014 Page 20 Q 19 Communications How would you find out about the local timetable and bus routes? 31% Internet search engine e. g. Google Timetable information at the bus stops 18% General mention of bus service website (without stating the site) 11% 13% Phone Council / bus service 9% 3% www. baybus. co. nz (specific mention) 2% 13% ROTORUA n= 200 TAURANGA n= 201 6% 3% 3% Through friends or family members that already use the bus 1% 3% 15% Other 4% 5% Don’t know / not sure None 14% 7% Council website By texting the number on the bus stop sign 34% 15% 10% Foldout booklet / booklet 0800 4 BAYBUS 41% 1% 1% Internet search is the channel most highly utilised as a means to source information about the local timetable and bus route. The Baybus website has lower awareness amongst Rotorua respondents in comparison to Tauranga respondents, with 3% stating that they use the Baybus website to find out about the local timetable and bus route, Copyright © 2014 Research. Confidential and proprietary. compared to Key 13% of Tauranga respondents.

BAY OF PLENTY REGIONAL COUNCIL Bus Non-User Survey 2014 Page 21 Q 19 Communications How would you find out about the local timetable and bus routes? Asked of those who said they would consider using the local public bus service (Q 16) Internet search engine e. g. Google 21% Timetable information at the bus stops 11% Foldout booklet / booklet 9% Phone Council / bus service General mention of bus service website 13% 11% 3% UNDER 65 n= 186 65 AND OLDER n= 98 4% 0800 4 BAYBUS 5% 2% Through friends or family members that already use the bus 5% 3% 1% 8% Other 4% Don’t know / not sure I don't find out about the local timetable and bus route 15% 16% 5% www. baybus. co. nz 36% 14% 6% Council website By texting the number on the bus stop sign 47% 16% 0% 26% 6% 2% Overall, there is differences in how respondents Under 65, and respondents 65 and older find out about the local timetable and bus route. The Under 65 age group most commonly gather this information through an Internet search (47%), whilst respondents 65 and older most commonly gather the information by Timetable information at the Copyright © 2014 Key Research. bus stops Confidential (36%). and proprietary.

BAY OF PLENTY REGIONAL COUNCIL Bus Non-User Survey 2014 Page 22 Q 19 Communications How would you find out about the local timetable and bus routes? OTHER responses: • Information Centre. (6) • Bay hopper. (2) • Ask the bus driver. • Asked the bus driver. • At a shop. • At the bus stop. • By visiting the Information Centre. • From the driver. • Go into the Council. • I am not sure if the timetable is still at the bus stop. I could ask my neighbour. • I got a timetable off the Council. I’ve found out by myself. • I have seen it every half hour. • I just wait at the closest bus stop. • I know already as they go passed the end of my street. • I picked up a timetable when I was in the Council building. • I think there are bus timetables in the local newspaper. I wouldn't take the effort to look though. • I wait at the bus stop for a bus and then ask for a timetable. • I watch the buses go by and work it out. • In the local phone book. • I-site. • Library. • Local Information Centre. • Local paper. • My son has a copy. • My son looks it up. • Phonebook. • Ring the Information Centre. • The bus depot. • The information centre. • The internet service is too hard to understand. I get on the bus from town. • The local library. • They sometimes send out fliers. • Time schedule at the main bus stop. We don't have a shelter thing where we are, so they don't have one there. • Tourist information store. • Walking the streets you can see the bus timetables, and on-line. • We have a timetable here. • You used to get timetables at the stationery shop or the dairy. Copyright © 2014 Key Research. Confidential and proprietary.

Travelling with Disabilities or Young Children

BAY OF PLENTY REGIONAL COUNCIL Bus Non-User Survey 2014 Page 24 Q 6, 7 &10 Travelling With Mobility, Hearing or Visual Aids Which of the following do you normally use when travelling outside the home? Walking stick or single crutch A walking aid such as a stick, crutch or frame 7% Walking frame Walking sticks or two crutches An audio device such as a hearing aid 5% A wheeled device such as a wheelchair or scooter 1% A visual aid such as a white cane or guide dog 0% Artificial limb None of the above [VALUE] (23) [VALUE] (6) [VALUE] (2) [VALUE] (1) 88% n= 401 Would you encounter any problems travelling on, or getting to or from the local public bus? No problems! 70% Yes, I would. 13% I’m not sure? 17% n= 47 Over one in ten (13%) respondents use mobility, hearing or visual aids when travelling outside the home. The most commonly used aid amongst non bus users when travelling outside the home is A walking aid such as a stick, crutch or frame (7%), in particular a Walking stick or single crutch (85% of respondents who use a walking aid). Over one in ten (13%) respondents who travel outside Copyright the home with aid would encounter problems travelling on, or getting to or from the local bus. © 2014 Key an Research. Confidential and proprietary.

BAY OF PLENTY REGIONAL COUNCIL Bus Non-User Survey 2014 Page 25 Q 11 Travelling With Mobility, Hearing or Visual Aids What problems would you encounter using the local public bus system? “There is no bus stop where I live in Waihi Road. The bus stop is half way up the road by the petrol station so therefore it is too far away. ” “Basically getting up and down the steps onto the bus. ” Female, 65 to 74 years, Tauranga. Male, 75 years and over, Tauranga. “It's uphill from where we live. It's quite a steep hill to get up the Pyes Pa Road. The bus doesn't run as frequently as it used to. We thought before we moved here seven years ago that we were going to use the bus service, , but as time has gone by things have got worse with my health and my ability to be mobile. ” “The bus stop used to be outside my house, but now it has moved down the road. The T -intersection is very busy and it is too difficult to cross the road to where the bus stop is. ” Female, 75 years and over, Tauranga. Female, 65 to 74 years, Tauranga. “I would get tired. Stepping up into the bus is hard. Getting up into the shuttle one day, I could not get up to the front step. I have never tried to use the bus service, due to me not being able to get my foot up that high. ” Female, age undisclosed, Tauranga. “I'm in a wheelchair. I find it very difficult to get on and off the bus as nobody offers a hand, and people and prams block up the area I can use. ” Female, 18 to 24 years, Tauranga. Copyright © 2014 Key Research. Confidential and proprietary.

BAY OF PLENTY REGIONAL COUNCIL Bus Non-User Survey 2014 Page 26 Q 12 Travelling With Young Children Are you responsible for travelling with young children or a young child that requires a pushchair? 13% 87% Ye No Would you encounter any problems using a pushchair when travelling on or getting to and from the local public bus? No problems! 52% Yes, I would. 20% I’m not sure? 28% What problems would you have using the local public bus system? • “Buses need to have a lowering step. ” • “Getting in is hard. Someone has to help lifting me in, and it's normally the driver. Someone has to lift me out, too. ” • “I don't know, , but where would you put it? The chair is quite heavy too. ” • “I have enormous problems, it does not come close enough to my house. ” • “I use a double buggy and it doesn't fit. ” • “If I did, I would be getting on and travelling on that bus with good accessibility, head rests, and knowing there was a seat available. It is relying on something out of my control. ” • “It is getting the pram onto the bus. ” • “It is the amount of room, especially bus transport which is packed. ” • “The buses have the ability to rise up and down, , but they never do that. ” • “There are only two parking bays, and if you go out with more mothers, you have a problem. ” n= 50 Over one in ten (13%) respondents are responsible for travelling with young children or a young child that requires a pushchair, and of these, one in five (20%) would encounter problems using a pushchair when travelling on, or getting to and from the local public bus. Copyright © 2014 Key Research. Confidential and proprietary.

Demographic Profile

BAY OF PLENTY REGIONAL COUNCIL Bus Non-User Survey 2014 Page 28 Demographic Profile TOTAL SAMPLE Age Gender 1% 1% 5% 16% 39% Ethnicity New Zealand Pakeha / European 15 – 18 18 – 24 Male Under 65 18% 25 – 34 67% 35 – 44 23% 61% Female New Zealand Maori 90% 45 – 54 Asian 55 – 64 65 or older 17% 65 – 74 17% Pacific Islander 33% 75+ Copyright © 2014 Key Research. Confidential and proprietary. Other 8% 1%3% 1%

BAY OF PLENTY REGIONAL COUNCIL Bus Non-User Survey 2014 Page 29 Demographic Profile SPLIT BY LOCATION Gender 39% Age 1%3% 5% 2% 5% 16% 15% 40% New Zealand Pakeha / European 15 – 18 18 – 24 Male Under 65 15% 22% 67% 25 – 34 27% 20% 61% Ethnicity New Zealand Maori 67% 88% 35 – 44 16% Asian 55 – 64 Female 34% 33% 18% 17% 65 or older 65 – 74 ga ur an a Ta ru to 75+ Ro ga Ta ur an a ru to Ro an ur Ta ru a ga 13% to Pacific Islander 45 – 54 60% 18% Ro 93% Copyright © 2014 Key Research. Confidential and proprietary. 1% 2% 1% Rotorua 4% 1% 1% 4% Tauranga Other

BAY OF PLENTY REGIONAL COUNCIL Bus Non-User Survey 2014 Page 30 Demographic Profile TOTAL SAMPLE AND SPLIT BY LOCATION Personal Income 6% 17% 19% 8% 17% Household Income 5% Under $12, 000 12% 15% 9% $25, 000 to $39, 999 14% 15% $12, 000 to $24, 999 14% 12% 19% 20% $40, 000 to $59, 999 17% 25% $25, 000 to $39, 999 21% $40, 000 to $59, 999 12% 14% $60, 000+ 12% 10% 15% Refused 19% 21% 18% Total Rotorua Tauranga 17% $60, 000 to $89, 999 18% 29% 25% 21% 17% 19% 16% Total Rotorua Tauranga Copyright © 2014 Key Research. Confidential and proprietary. 10% $90, 000 to $119, 999 $120, 000+ Refused

Additional Findings

BAY OF PLENTY REGIONAL COUNCIL Bus Non-User Survey 2014 Page 32 Q 15 Barriers Towards Local Public Bus Usage Why do you use private transport instead of public transport? Top five reasons 2006 -2014* 70% 63% 61% 59% 55%55% 53% 37% 35% 34% 26% 20% 26% 17% 15%15% 12%13% 12%12% 8% 11% 7% 4% Convenience / flexibility / independence 2014 Own a car and prefer to Private transport is quicker use that 2012 2011 2010 9% 17% 15%15% 14% 12%13% 11% 12% 6% 6% 5% 6% Easier with luggage / shopping on private transport 2009 2008 Buses are not available when needed 2007 2006 Note: There has been a change in codeframes in this years survey. For comparison purposes ‘Convenience’, ‘Flexibility’ and ‘Independence’ have been combined, as they were a single category in previous years. * The Non-User Bus Survey was not conducted in 2013. n= 401 Copyright © 2014 Key Research. Confidential and proprietary.

BAY OF PLENTY REGIONAL COUNCIL Bus Non-User Survey 2014 Page 33 Q 15 Barriers Towards Local Public Bus Usage Why do you use private transport instead of public transport? Top five reasons - Differences by location ROTORUA 70% 61% 54%55%56%52% 54% 46% 48% 32% 23% 28% 19% 15% 12% 3% Convenience / flexibility / independence 2014 Own a car and prefer to use that 2012 13%14%12%15% 9% 14% 2011 2010 12% 9% 6% 5% 6% 4% 12% 11%10% 9% 5% 6% 10% 8% 11% 8% 2009 2008 2007 2006 n= 200 TAURANGA 38%39%39% 33% 27% 18% 17% 5% 2014 10% Job requires a car / have a Easier with luggage/shopping Private transport is quicker work car 70%69%64%71% 58%59%56% 51% Convenience / flexibility / independence 5% 25% 18%21%20% 13%13% 7% 8% 21% 20% 16%15% 16%18%16% 13% 11% 12% 7% 9% 6% 6% 5% 6% Own a car and prefer to use Private transport is quicker Buses are not available when Easier with luggage/shopping that needed 2012 2011 2010 2009 Note: There has been a change in codeframes in this years survey. For comparison purposes ‘Convenience’, ‘Flexibility’ and ‘Independence’ have been combined. Copyright © 2014 Key Research. Confidential and proprietary. 2008 2007 2006 n= 201

BAY OF PLENTY REGIONAL COUNCIL Bus Non-User Survey 2014 Page 34 Q 15. 4 Barriers Towards Local Public Bus Usage Why does using your own private transport compared to public transport make you feel more independent? Asked of those for which ‘Independence’ is a reason for preferring private transport instead of public transport (Q 15) I can go when I want to go/don't have to travel to a timetable 36% I can go where I want to go/to places the bus doesn't go 33% 30% 36% Other Female, 55 to 64 years, Tauranga. “I can go wherever I want to rather than being dictated to by the bus routes. ” Female, 65 to 74 years, Rotorua. 11% I don't have to walk to the bus stop Shopping/luggage “When I want to get to places I can get there in my own time. I can choose the time to be at my destinations. ” 18% 22% 14% The travel time is quicker/I don't have to wait at a bus stop I don't have to rely on the buses/anyone else 42% 48% 23% 7% 14% 4% 4% 5% TOTAL n= 45 ROTORUA n= 23 TAURANGA n= 22 29% 30% 27% Copyright © 2014 Key Research. Confidential and proprietary. “I can get to work without worrying about waiting for the bus or the travel time. ” Male, 65 to 74 years, Rotorua. “I can get in and go. There is no hanging about. And I don't have to walk down the road to the bus stop. ” Male, 75 years and over, Tauranga.

BAY OF PLENTY REGIONAL COUNCIL Bus Non-User Survey 2014 Page 35 Q 15. 4 Barriers Towards Local Public Bus Usage Why does using your own private transport compared to public transport make you feel more independent? Asked of those for which ‘Independence’ is a reason for preferring private transport instead of public transport (Q 15) OTHER responses: • I am not a bus person. • I could not do my job any other way. • I get to work dry as I do not have to walk to or stand at a bus stop early to ensure I catch it and get wet in the process, or alternatively get hot in hot weather. I also find using my vehicle makes me more independent, as I do not have people opening their large newspapers into my lap. I find buses uncomfortable to ride on. I find myself sliding off my seat as we go around corners, and when the bus is stopping and starting. I also don't enjoy having to squeeze past other bus users. • I have an older son and grandchildren who live further across the city. Sometimes it is only convenient for me to catch up with them later on in the evening, and I certainly wouldn't like to travel on the bus at night-time. • I run a business. • If it's raining, I don't get too wet. • With my daughter it's a safety issue getting in and out of the car. • It is easier to just jump in my personal vehicle. • It is easier. • I've always owned my own vehicle. • The hours that I work. • I have a company car with the petrol paid for. Copyright © 2014 Key Research. Confidential and proprietary.

BAY OF PLENTY REGIONAL COUNCIL Bus Non-User Survey 2014 Page 36 Q 15. 3 Barriers Towards Local Public Bus Usage What makes your private transport more flexible? Asked of those for which ‘Flexibility’ is a reason for preferring private transport instead of public transport (Q 15) I can travel when I want / It is quicker 45% Personal preference / My independence 24% I can travel where I want / I can travel directly 24% I don't have to walk to / between bus stops / wait at bus stops 13% My job / work schedule 11% Easier / cheaper with children / a family 8% Routes / timetables not suited to my needs Other 5% 3% n= 38 What improvements can be made to the local bus system to improve flexibility? Asked of those of which ‘Flexibility’ is a reason for preferring private transport instead of public transport (Q 15) “They need to make buses run when we need them. ” Male, 65 to 74 years, Tauranga. “If buses were more regular, and the routes were clearer. ” Male, 55 to 64 years, Tauranga. “Have the buses more often. A bus every five minutes would be good. ” Female, 55 to 64 years, Tauranga. “If there was a more direct route from Ohauiti to Welcome Bay it would be much better. The bus I would catch would need to depart an hour earlier. ” Female, 55 to 64 years, Tauranga. “Earlier services would be an improvement. ” Female, 55 to 64 years, Rotorua. “I would use the buses more than my car if I could walk down the road and get to work in peak hours, and if I could catch it from Maungatapu to town and it wasn't such a long wait between buses. . . ”* Gender disclosed, 35 to 44 years, Tauranga. *Only a selection of this verbatim response has been included due to the length of the response. Copyright © 2014 Key Research. Confidential and proprietary.

BAY OF PLENTY REGIONAL COUNCIL Bus Non-User Survey 2014 Page 37 Q 15. 5 & 15. 8 Barriers Towards Local Public Bus Usage What don’t you like about public transport? What could be done to make you like it more? Asked of those of which ‘Don’t like public transport’ is a reason for preferring private transport instead of public transport (Q 15) “Having to pay for it. ” Male, 55 to 64 years, Tauranga. “I don't really know enough about it. It comes down to convenience. During my work in real estate, people will ask if there is an ease to public transport. ” Female, 25 to 34 years, Rotorua. “I have no problem with public transport, but I live in town. Sometimes my kids have caught the bus to visit their grandmother at the Mount. We will be doing that more often because they are of an age to do that now. They don't need to go through rush hour. It was a great adventure. ” “Nothing. It’s just more convenient to drive. ” Male, 55 to 64 years, Rotorua. Female, 35 to 44 years, Tauranga. n= 4 What would make you move to using local public transport? Asked of those of which ‘Force of habit’ is a reason for preferring private transport instead of public transport (Q 15) “An inability to drive a car would lead me to using the bus. ” Female, 75 years and over, Tauranga. “More convenience. I have never looked into using the bus service. If I was by myself I would, , but with children, it is hard. ” Female, 35 to 44 years, Tauranga. “Nothing. I am used to it and I have a car. ” Male, 55 to 64 years, Rotorua. “On demand when I wanted it. If life circumstances changed. ” Female, 45 to 54 years, Rotorua. “Only if I couldn't drive, for example, if I went blind or deaf, then I would use the public transport frequently. ” Female, 75 years and over, Rotorua. n= 5 Copyright © 2014 Key Research. Confidential and proprietary.

BAY OF PLENTY REGIONAL COUNCIL Bus Non-User Survey 2014 Page 38 Q 3 Levels of Local Public Bus Service Use When was the last time you used the local public bus service? TOTAL SAMPLE 50% 48% 36% 14% 2% In the past year Over a year ago I have never used it I'm unsure / can't remember n= 401 ROTORUA TAURANGA 55% 45% 11% In the past year 34% Over a year ago 53% 17% 3% I have never I'm unsure / used it can't remember 38% 44% In the past year. Over a year ago I have never used it n= 200 Copyright © 2014 Key Research. Confidential and proprietary. 1% I'm unsure / can't remember n= 201

BAY OF PLENTY REGIONAL COUNCIL Bus Non-User Survey 2014 Page 39 Q 4, 5 & 22 Local Public Bus Use in Households How many members of your household use the local public bus service at least once a month*? 1+ household members TOTAL 90% 7% 1% 2% ROTORUA 90% 7% 2% 1% 10% 2%1% 11% TAURANGA 89% Zero One 8% Two 10% Three or more n= 401 How many days a week do these members of your household use the bus service? Six or seven times a week TOTAL 4% 4% 3% ROTORUA Other *Excluding school buses Don't know 5% 11 to 14 years 5% 14% 65 to 74 years 75+ years Copyright © 2014 Key Research. Confidential and proprietary. 14% 5% ROTORUA 23% TAURANGA 24% 12% 14% 9% 7% 14% 9% 10% 9% 55 to 64 years n= 61 TOTAL 14% 15 to 24 years 45 to 54 years 2% 4% 9% 42% 38% 45% 35 to 44 years 11% 14% 9% 10% 11% 9% 0 to 10 years 25 to 34 years 58% 54% 61% Once or twice a week Once a month TAURANGA 17% 14% 18% Three to five times a week What are the ages of the bus users in your household? 5% 9% 14% 9% 10% 9% n= 43

BAY OF PLENTY REGIONAL COUNCIL Bus Non-User Survey 2014 Page 40 Q 16 & 18 Benefits of Local Public Bus Usage TOTAL SAMPLE Would you ever consider using the local public bus service? What are the main benefits to you of using a bus compared to private transport? Can save money/petrol 34% Eliminates parking/cost of parking/parking tickets Yes 71% Don't need to drive / I can enjoy the journey 7% Better for the environment 7% Cheap/free travel with a Super Gold Card 7% Helpful if health/age/lack of vehicle prevented me from driving 6% Convenient / Reliable / Safe 6% No Don't know 27% Personal situation means that private transport is required/ I prefer private transport 3% Takes you into town/the City Centre 3% Avoids traffic / Reduces traffic 3% If I go out for a drink it is a good way to get home 2% Other 3% 2% n= 201 19% No benefit / NA Don't know / I don't use the bus n= 200 19% 7% n= 284 Copyright © 2014 Key Research. Confidential and proprietary.

BAY OF PLENTY REGIONAL COUNCIL Bus Non-User Survey 2014 Page 41 Q 16 & 20 Benefits of Local Public Bus Usage TOTAL SAMPLE Would you ever consider using the local public bus service? What would make bus transport more appealing to you? Yes Nothing Change of/more routes/bus stops 71% 10% Buses being more frequent/suited to my schedule 7% Change in personal/employment/health/driving situation 7% No If it was free/cheaper Don't know 50% 27% Other 2% Don't know n= 401 6% 10% 14% n= 109 Copyright © 2014 Key Research. Confidential and proprietary.

BAY OF PLENTY REGIONAL COUNCIL Bus Non-User Survey 2014 Page 42 Q 16 Likelihood of Future Usage Would you ever consider using the local public bus service? TOTAL SAMPLE ROTORUA Yes 71% 68% 61% 70% 73% No 79% 76% 70% 70% 75% 77% 73% 72% 67% 65% 29% 27% 22% 23% 24% 32% 31% 1% 4% 22% 2% 1% 4% 5% 1% 4% 2014 2012 2011 2010 2009 2008 2007 2006 n= 201 n= 200 n= 201 n= 225 n= 284 85% 79% 72% 14% 17% 23% 1% 4% 5% 5% TAURANGA Don't know 66% 64% 26% 33% 35% 28% 2% 1% 2% 2% 2014 2012 2011 2010 2009 2008 2007 2006 n= 201 n= 200 n= 201 n= 225 n= 284 69% 35% 27% 30% 28% 25% 19% 20% 27% 2% 2% 2% 4% 2014 2012 2011 2010 2009 2008 2007 2006 n= 400 n= 402 n= 436 n= 435 n= 460 n= 401 n= 403 58% 72% 3% 4% Copyright © 2014 Key Research. Confidential and proprietary. 37%

BAY OF PLENTY REGIONAL COUNCIL Bus Non-User Survey 2014 Page 43 Q 17 Future Improvements SPLIT BY CITY What is the most important thing that needs to change to improve the local public bus service? Nothing / It's fine 16% 10% Changes to existing routes / More direct routes / New bus routes Bus stop closer to home / More accessible bus stops / Catch by flagging down bus Cheaper bus fares / Concession cards / Pay by bus cards/eftpos/credit cards 6% 1% 3% 4% Timetables at bus stops/on buses/more available / Countdown timers at bus stops 3% 4% Shelter/seating at bus stops / Safer bus stops Smaller buses / Too many empty buses If they were safer / Safer drives Other 2% 16% 10% 4% Evening and night buses / Extended hours of service Change of personal situation 20% 14% More frequent/regular/reliable service / Improve the timetable 23% ROTORUA n= 200 TAURANGA n= 201 4% 4% 2% 3% 3% 2% 1% 7% 7% Don't know / Nothing can make me consider using it Copyright © 2014 Key Research. Confidential and proprietary. 26% 31%

BAY OF PLENTY REGIONAL COUNCIL Bus Non-User Survey 2014 Page 44 Q 19 Bay Bus’s Communications How would you find out about the local timetable and bus route? Internet search engine e. g. Google 36% Timetable information at the bus stops 26% Foldout booklet / booklet 12% General mention of bus service website 12% Phone Council / bus service 11% Council website 11% www. baybus. co. nz 8% 0800 4 BAYBUS 4% Through friends or family members that already use the bus 3% By texting the number on the bus stop sign 2% Other 14% Don’t know I do not receive information 5% 1% Copyright © 2014 Key Research. Confidential and proprietary. n= 401