Scottish Transport Statistics No 29: 2010 Edition

Has figures on (e.g.) road vehicles, traffic, accidents, bus and rail passengers, road and rail freight, air and water transport, finance, personal travel and international comparisons.


Table 11.30 Traveline Scotland: telephone calls and web site hits 1

1999

2000

2001

2002

2003

2004

2005

2006

2007

2008

2009

Weeks included in year 2

Telephone calls

..

..

52

52

52

52

52

52

52

52

52

Web site

..

..

..

..

52

52

52

52

52

52

52

thousands

Calls answered

..

..

195.1

342.0

456.6

585.4

707.4

728.9

665.1

627.7

606.1

Calls unanswered

Ring tone, no reply 3

..

..

2.4

3.9

4.0

4.6

5.3

4.0

4.7

7.2

3.4

Engaged tone 4

..

..

3.1

5.9

0.4

3.6

0

0.3

1

0

0.6

Other 5

..

..

3.1

1.5

3.7

9.7

4.9

2.3

3.8

5.9

2.4

Total unanswered

..

..

8.6

11.4

8.1

17.9

10.3

6.6

9.4

13.1

6.4

Total number of calls

..

..

203.6

353.4

464.7

603.3

717.7

735.5

674.5

640.9

612.5

percentages

Percentage answered

..

..

95.8

96.8

98.3

97.0

98.6

99.1

98.6

97.9

99.0

numbers

Daily average answered 6

536

940

1,254

1,608

1,943

2,002

1,827

1,724

1,665

seconds

Answered calls: av. duration

..

..

150.1

119.5

115.0

115.9

114.0

112.0

107.8

114.9

111.6

thousands

Total number of hits 7

..

..

..

..

990.5

1,793.8

2,658.5

1,854.4

2,305.4

1,635.2

3,217.4

numbers

Daily average hits 6

..

..

..

..

2,721

4,928

7,304

5,094

6,334

4,492

8,839

Source: Transport Scotland - Not National Statistics
1. Traveline Scotland went live for telephone calls on 3 January 2001. Its internet service became operational on 27 October 2002, and was formally launched on 16 December 2002, but statistics of its use are only available from the start of 2003.
2. The figures relate to the weeks which ended on Fridays which were in the specified calendar year - for example, the figures for "2003" cover the 52 weeks from the one ending on Friday 3 January 2003 to the week ending on Friday 26 December 2003, inclusive.
3. Ring Tone No Reply is when there is available line bandwidth to a call centre, but no answer
4. Engaged Tone is when there is insufficient line bandwidth to route calls to the call centre: the caller does not get as far as its queuing system.
5. All other reasons
6. Daily averages are calculated by dividing the total for all the weeks ending in the year by the number of days in those weeks ( e.g. 52 x 7 = 364). Therefore, they may differ slightly from the result that would be obtained if one divided by the actual number of days in the year (365 or 366).
7. Successful requests for pages only - not successful requests overall. The web site supplier changed on 1 January 2006 and the new supplier defined hits in a more robust way than the previous supplier so the figures for 2006 onwards are not on a like for like basis with previous years.

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