Publication - Research and analysis

Understanding Why Some People Do Not Use Buses

Published: 23 April 2010
ISBN: 9780755992935

This research explores perceptions of bus services and barriers to use amongst people who do not use buses often, and looks at what might encourage them to use buses more in future.

Supporting documents

ANNEX B - TOPIC GUIDES

Focus groups topic guide

1. Introduction to the group (5 mins) (18:00 / 20:00)

Aim: to introduce the research and set the context for the focus group.

Introduce self and ScotCen. Explain why two researchers are present (one to facilitate and one to scribe)

Introduce the study:

Commissioned by Scottish Government
Interested in people's views and experiences of buses, reasons people do or do not like using them, and what might encourage people to use them more often.
They're particularly interested in local bus services, as opposed to long-distance buses or coaches. (We are defining a local bus service as a timetabled service which runs locally and where a fare would normally be paid. Long distance express services, special tours and excursions are not classed as local bus services.)

Stress independence of ScotCen:

Although ScotCen is carrying out this research on behalf of the Scottish Government we are completely independent. We have no particular agenda in doing this research, we're simply here to listen to what you have to say.

Details about their participation:

voluntary - both overall and in relation to any specific questions and discussions
recording of discussion
confidentiality, and how findings will be reported
- No names, nothing that could identify them individually
- Recordings held on a secure server; only research team and transcribers have access to them.
ask people to respect each other's views and confidentiality
length -1.5 hours. Will finish on time
Ask scribe to introduce themselves and explain what their role is (i.e. just there as an aid to transcription, reassurance about confidentiality).

Basic ground rules

No right or wrong answers - just interested in your views and experiences
Really want to hear from everybody so encourage people to come in when they want - only request that do not all talk at once (recording)
We'll start with questions, but want you to talk to each other, not just to us.
That said, there may be points where we need to interrupt or move the discussion on - not that we're not interested, we just need to make sure we cover everything and hear from everyone.
Everybody has a right to their views and people's views may be different: feel free to disagree with other people whilst respecting their right to their views
Helpful to have all mobile phones either off or on silent
Do you have any questions?

2. Introduction from the group (5 mins) (18:05 / 20:05)

Aim: to find out who is in the group, identify how recently people have used bus

Introductions around the group

Go round group and ask people to introduce themselves:

Name
How they got here, and
When the last time they travelled by local bus was?

Show of hands

Explain: Just to get a quick idea of a few things about how you travel about your area, would like to get a quick show of hands for a few things.

Scribe - try and note who puts their hands up for the different things.

Who …

Has driven a car in the last week?

Note to facilitator: Be aware that some groups have people in employment and not in employment. If you have a mixed employment status group you will need to frame this question with something like: I know some of you aren't working at the moment but for those of you who are how many of you..

Travel more than 1 mile to work?
Ever walks to work?
Ever cycles to work
Has got a train in the last month?
Knows how long it takes to travel to (nearest town/centre of Aberdeen/Dundee/Glasgow) from their home by bus?
Knows the cost of a bus fare from their house to (nearest town/centre of Aberdeen/Dundee/Glasgow)?

3. Experiences of bus travel (10 mins) (18:10 / 20:10)

Aim: to explore in some detail their past experiences of travelling by bus, to help understand how far views of bus travel are or are not grounded in experiences.

Ask people to think back to the last time they used a bus in this area (or at all if no local experience) and to tell the group a bit about that journey

Probe if necessary to encourage them to talk (don't need to ask about each of these separately) - where they were going, why, time pressures, waiting time, other passengers, driver, overall how they felt about the journey, i.e. bus quality etc.
Have other people had similar or different recent experiences of bus travel in this area?
If not covered already and if appropriate (i.e. they do use a bus sometimes) ask for the main reason that they would use a local bus.

If people don't have a lot of recent experience of bus travel:

What about experiences further back? Anyone had a particularly memorable bus journey (either positive or negative) they can share?

Finish this section by (briefly) asking about experience of using local bus services in other cities or countries (e.g. local buses on holiday? Note we are not talking about coach holidays or excursions - we are only interested in the local bus service specific to the area they were in)

How does this compare with their experience of local bus services?

4. Perceptions of local bus services (10-15 mins) (18:20 / 20:20)

Aim: to explore in detail perceptions of bus services, and of specific aspects of bus services, in their local area. Also to explore what these views are based on through probing on reasons for specific negatives/positive given.

Facilitator - make sure you probe fully in this section - we want detail on:

1. disagreements/similarities in people's views

2. reasons for people's views - e.g. 'That's interesting, can you say a bit more about why you think that?'

Start off by asking what people know about bus services in their local area(probe on: knowledge of where they travel to, frequency and cost of service)

Then move to explore their thoughts of what they think it's like travelling by bus in their area, and why?

What do people think is good and bad about bus services in their area, and why?

(Facilitator note: If anyone says inconvenient - probe fully about why they say this and what it means. It's not enough for them to say its' inconvenient - we want to understand why)

Probe for agreement/disagreement.

Try and unpack whether their view is based on their own experience, or something they've heard. If own experience, how recent is this experience?

If this has not come already probe for views on:

Timetables/service information (e.g. frequency of service and accuracy of timetable)
Reliability (do they arrive when they're supposed to? Take the amount of time they're supposed to?)
How nice the inside of buses are (How clean, how comfortable, accessibility for people with prams/who find it difficult to walk etc)
How safe they feel on buses/at bus stops
General thoughts of bus stops (shelter, seating etc)
Number of people on buses
Cost - probe on perceptions of value for money relative to car especially
Driver attitudes/behaviour
Behaviour of other passengers

5. Perceptions of typical bus passenger (5mins) (18:35 / 20:35)

Aim: to explore whether people have particular views about who does and doesn't use buses, and how views about bus passengers compare with views about car drivers.

Ask people to discuss whether there is such a thing as a ' typical bus user' or a ' typical car user'?

What kind of person do they think off when they think of a 'typical bus passenger' and who they think of when they think of a 'typical driver'?

Probe fully around reasons why thought of particular people. What is it about them that makes them typical bus passenger/car driver?

6. Types of transport you currently use for different journeys (5 mins) (18:40 / 20:40)

Aim: to find out fairly rapidly what types of transport people use for common journeys (especially multi mode - i.e. more than one type of transport to make the journey) to facilitate discussion of reasons for transport choices.

Ask each person to say:

what different sorts of transport they use in a typical month
and what kinds of journeys they make using these different types of transport and do they use more than one type of transport (multi mode) to make the journey (e.g. school run, journey to work, trips to supermarket).

Could ask for show of hand if necessary to clarify - e.g. who mainly travels to work by car? What about supermarket? Etc.

7. Reasons for using different types of transport (10 mins) (18:45 / 20:45)

Aims: explore reasons for using particular sorts of transport - especially car.

Facilitator note: This section is important, but if you are running short on time may be one you need to run through a bit more rapidly - e.g. focusing just two main types of journey (e.g. journey to work and trip into town/supermarket and why they make it the way they do, rather than probing on other sorts of journey/other types of transport.

Thinking about different journeys make in a typical month, why do they use particular types of transport for these journeys?

If pressed for time, probe particularly around:

Travel to work/education (for those it applies to), and
Reasons for choosing to make particular journeys by car

If more time, also probe on:

reasons for using other types of transport mentioned, and
reasons use particular types of transport for trips to supermarket; to visit friends/relatives in local area; to pick up children from school.

If time and if not mentioned spontaneously, probe on whether any of the following factors in why they use particular type of transport for particular journeys:

Cost?
Journey time (i.e. is it faster and/or more convenient time for the to travel,
Comfort? (if yes - what makes one type of transport more comfortable than other?)
Reliability? (if yes - probe one what makes one type more reliable than another?)
Multipurpose journeys (e.g. dropping someone off and picking up shopping; taking kids to school and going to work - all in one journey

8. Views on bus as an alternative (5 -10 mins) (18:55 / 20:55)

Aims: views on feasibility of using bus as an alternative for journeys they make in a typical month.

Facilitator note - make sure you probe for enough detail here - e.g. if say can't make journey by bus, why is this? If give vague answers, like 'inconvenient' probe - what makes it inconvenient?

Could they make any of the journey(s) they make in a typical month by bus, or not? (Ask for a show of hands here so we get an idea of who thinks they could make any of their journeys by bus)

If yes
- which ones?
- Why don't they make these journeys by bus at the moment?
If no - why not?
- Probe on routes, availability of services, timing of services, other reasons, etc.
If unsure -
- Have they ever looked into bus as option? If not, why not?
- How would they go about finding out about bus services?

9. Reasons for not using buses (more) (10-15 mins) (19:05 / 21:05)

Aims: to find out what prevents people using buses more often.

Facilitator note - This section and the following section are particularly important so please make sure you leave enough time for it. You might have discussed quite a few barriers/reasons for not using buses already in course of talking about reasons for not using buses for specific journeys. Acknowledge this, but explain you want them to think about barriers in a bit more detail, including some barriers other people have mentioned in other research.

Barriers to bus use activity:

Please give each participant a copy of 'sheet 1'. Ask respondent to read through the list of barriers and tick ALL that apply to them (i.e. reasons they do not travel by bus more often). They can tick as many as they want to.

Note to scribe/facilitator: make sure that their scribe number is written on the sheet and corresponds with the correct person! (This is so we can link their answers to the screening questionnaire)

Then explain that they need to pick the main barrier that applies to them and show this to rest of the group by placing a sticky label on the flip chart.
Explain that there is extra space on their sheet of paper to add any extra barriers and we can write these on the flip chart manually.
Once the main barriers are identified on the flip chart, prompt discussion of what it is about these barriers that prevents them travelling by bus - ask for examples to help understand what makes them a barrier.

IMPORTANT FACILIATATOR NOTE: If ' lack of information/knowledge about times' and 'fares are too high' don't come up on the flip chart please prompt for these in particular (these are ones the client is particularly interesting in finding out opinion on).

DRAFT LIST OF BARRIERS:

Bus stops are too far away
Buses don't come often enough
Too long to wait at bus stops
Don't feel safe waiting at bus stops
Bus stops are dirty/vandalized
Lack of information/knowledge about times
Not sure if the bus will arrive on time
Takes too long to get places by bus
Too crowded/too many people on buses
Fares are too high
Bus drivers are rude/unhelpful
Buses are dirty/smelly
Don't feel safe on the bus
Have to change buses/get more than one bus
Need to use car to give other people lifts (e.g. children to school)
Need car for work

10. Incentives for bus use (10 mins) (19:20 / 21:20)

Aims: to find out what would encourage people to use buses more often.

How can the main barriers mentioned above be addressed?
What else (if anything) would make people in the group more likely to travel by bus?
If they don't come up spontaneously, probe on:
- Offering travel incentives (e.g. free tickets for a week, park and ride service, combined bus-train tickets)
- Providing more information (e.g. screens at bus stops showing updates on when buses are actually expected, someone working out the best bus route for particular journeys for you, better information about where the bus is stopping on board the bus)
- More bus lanes/better policing of bus lanes
- Making car use less appealing (e.g. being charged money to bring your car into town ('congestion charge'), increasing petrol prices, higher car parking charges)
- Improving quality of buses (If you could access the Internet free on board buses (WiFi), making the inside of buses were more comfy/better designed - e.g. air conditioning, comfy seats.
- Improved customer care (e.g. more welcoming staff, better training, staff uniform)
- Physical layout of the vehicle (i.e. making it easier to get on and off the bus, comfy seats, more leg room)
- Improved bus stops - (e.g. bus shelters instead of bus stops, seats, timetables, real time information screens, ticket machines etc)?
Probe for agreement/disagreement on 'incentives' to travel by bus within group
Also probe on whether particular incentives would make them more likely to travel by bus for all journeys or just some (travel to work, trips to visit friends, etc.)
And whether the incentives they mention or say are good ideas would help get over the barriers they identified in the last section.

11. Final thoughts and end (5 mins) (19:30 / 21:30)

Aim: to give group participants the opportunity to give any final thoughts.

Would they like to use the bus more?
- Probe for reason why/why not?
- For car users probe to see if they would like to use their car less (why/why not?)
Was there anything that came up in the discussion that surprised people or was new to them?
Anything from the discussion people want to pick up on or add to?
Bring discussion to close, thank respondents and reiterate confidential nature of the group.
Any questions about ScotCen or the research?
Give out incentives and get them to sign for these (if not done at start).

Topic guide for people with a physical disability

The Interview aims to explore:

Views of bus travel in their local area - the focus of this study is to explore local bus service so we do not want to probe inter-city travel or coach trips for long journeys.
Specifically the interview will explore:
- Experience and views of local bus travel, and what their opinions are based on
- Reason why respondents do not use local buses more (especially any barriers to use)
- Find out what might encourage more local bus use

Introduce self and ScotCen

Introduce the study:

Commissioned by Scottish Government
Interested in people's views and experiences of buses, reasons people do or don't like using them, and what might encourage people to use them more often.

Stress independence of ScotCen:

Details about their participation:

voluntary - both overall and in relation to any specific questions and discussions
recording of discussion
confidentiality, and how findings will be reported
- No names, nothing that could identify them individually
- Recordings held on a secure server; only research team and transcribers have access to them.
- Mention that we may talk to someone if they tell us something that makes us concerned for their safety or the safety of someone else.
length - around 1 hour

Basic ground rules

No right or wrong answers - just interested in your views and experiences
Role of interviewer is to ask questions and listen to response, but explain that there may be points where you need to interrupt or move the discussion on to make you cover everything.
Check to see if they have any questions before you start the interview.

1. Background and personal circumstances

Aim: to map out the participant's background and personal circumstances and provide important context information for analysis. The kind of question you could ask to get this section started is - 'Tell me a bit about yourself?'

Probe on:

who they live with / relationship with others in the household
main daytime activity
(briefly) employment history
hobbies and interests
health (general perception / any difficulties or disabilities)
involvement of carer / enabler (if appropriate)

2. Knowledge of local bus service

Aim: to find out what they know about their local bus service.

Probe on:

what they know about their local bus service? (e.g. knowledge of where they travel to, frequency and cost of service)
whether they know how long it takes to travel to (nearest town/centre of Aberdeen/Dundee/Glasgow) from their home by bus?
whether they know the cost of a bus fare from their house to (nearest town/centre of Aberdeen/Dundee/Glasgow)?

3. Types of transport they currently use for different journeys

Aim: to find out what types of transport they use for common journeys to facilitate discussion of reasons for transport choices.

Probe on:

type of transport they use in a typical month (probe for reason for journey - was it alone or with someone else
what kinds of journeys they make using these different types of transport (e.g. school run, journey to work, trips to supermarket, probe also for any multi purpose journeys)

4. Reasons for using different types of transport

Aim: to explore reasons for using particular sorts of transport - especially car.

Thinking about different journeys they make in a typical month, why do they use particular types of transport for these journeys?

If pressed for time, probe particularly around:

Travel to work/education (for those it applies to), and
Reasons for choosing to make particular journeys by car

If more time, also probe on:

reasons for using other types of transport mentioned, and
reasons for using particular types of transport for trips to supermarket; to visit friends/relatives in local area; to pick up children from school.

If time and if not mentioned spontaneously, probe on whether any of the following factor in why they use particular type of transport for particular journeys:

Cost?
Journey time (relative to other types of transport)?
Comfort? (if yes - what makes one type of transport more comfortable than other?)
Reliability? (if yes - probe one what makes one type more reliable than another?)

5. Experiences of bus travel

Aim: to explore in some detail their past experiences of travelling by bus, to help understand how far views of bus travel are or are not grounded in experiences.

Ask respondent to tell you about the last time they used a bus in their local area (or at all if no local experience) and probe on:

where they were going,
why they decided to travel by bus
how long they had to wait for the bus
any views on other passengers/driver
overall how they felt about the journey.

If respondent is struggling with recent experience of bus travel:

What about experiences further back? Any particularly memorable bus journey (either positive or negative) they can share?

6. Perceptions of local bus services

Aim: to explore in detail perceptions of bus services, and of specific aspects of bus services, in their local area. Also to explore what these views are based on.. You could start this section with something like - what do you think about the bus service in your local area?

Probe on:

What is good and bad about buses in their local area, and why?
Are their views based on their own experience, or something they've heard. If own experience, how recent is this experience?

If not cover already probe for views on:

Timetables/ service information
Reliability (do they arrive when they're supposed to? Take the amount of time they're supposed to?)
How nice the inside of buses are (cleanliness, comfort, accessibility for people with prams/who find it difficult to walk etc)
How safe they feel on buses/at bus stops
General thoughts of bus stops (shelter, seating etc)
Number of people on buses
Cost - probe on perceptions of value for money relative to car especially
Driver attitudes/behaviour
Behaviour of other passengers

7. Views on bus as an alternative

Aims: views on feasibility of using bus as an alternative for journeys they make most often.

Interviewer note - make sure you probe for enough detail here - e.g. if say can't make journey by bus, why is this? If give vague answers, like 'inconvenient' probe - what makes it inconvenient? However, if running over time suggest go through this section fairly rapidly as next 2 sections are key.

Could they make any of the journey(s) they make in a typical month by bus, or not?

If yes
- which ones?
- Why don't they make these journeys by bus at the moment?
If no - why not?
- Probe on routes, availability of services, timing of services, other reasons, etc.
If unsure -
- Have they ever looked into bus as option? If not, why not?
- How would they go about finding out about bus services?

8. Reasons for not using buses (more)

Aims: to find out what prevents people using buses more often.

Barriers to bus use activity:

Please give participant a copy of 'sheet 1'. Ask them to read through the list of barriers and tick ALL that apply to them (i.e. reasons they do not travel by bus more often). They can tick as many as they want to.

Note to scribe/facilitator: Depending on the nature of their disability you may need to help them with this exercise - e.g. if writing/reading is difficult you may need to talk them through it rather than let them read and complete themselves.

Explain that there is extra space on their sheet of paper to add any extra barriers (note this will be very important for people with a physical disability so please encourage them to think about any other barriers that are specific to them)
Then explain that they need to pick the main barrier that applies to them.
Once the main barrier is identified prompt discussion of what it is about this barrier that prevents them travelling by bus - ask for examples to help understand what makes them a barrier.

IMPORTANT FACILIATATOR NOTE: Regardless of what the main barrier is please prompt discussion of 'lack of information/knowledge about times', 'fares are too high' and 'need help to use the bus' (these are ones the client is particularly interesting in finding out opinion on).

DRAFT LIST OF BARRIERS:

Bus stops are too far away
Buses don't come often enough
Too long to wait at bus stops
Don't feel safe waiting at bus stops
Bus stops are dirty/vandalized
Lack of information/knowledge about times
Not sure if the bus will arrive on time
Takes too long to get places by bus
Too crowded/too many people on buses
Fares are too high
Bus drivers are rude/unhelpful
Buses are dirty/smelly
Need assistance to use bus
Don't feel safe on the bus
Have to change buses/get more than one bus
Need to use car to give other people lifts (e.g. children to school)
Need car for work

9. Incentives for bus use

Aims: to find out what would encourage respondent to use buses more often.

How can the main barriers mentioned above be addressed?
What else (if anything) would make respondent more likely to travel by bus?
If they don't come up spontaneously, probe on:
- Offering travel incentives (e.g. free tickets for a week, park and ride service, combined bus-train tickets)
- Providing more information (e.g. screens at bus stops showing updates on when buses are actually expected, someone working out the best bus route for particular journeys for you, better information about where the bus is stopping on board the bus)
- More bus lanes/better policing of bus lanes
- Making car use less appealing (e.g. being charged money to bring your car into town ('congestion charge'), increasing petrol prices, higher car parking charges)
- Improving quality of buses (If you could access the internet free on board buses (WiFi), making the inside of buses were more comfy/better designed - e.g. air conditioning, comfy seats.
- Improved customer care (e.g. more welcoming staff, better training, staff uniform)
- Physical layout of the vehicle (i.e. making it easier to get on and off the bus, comfy seats, more leg room)
- Improved bus stops - (e.g. bus shelters instead of bus stops, seats, timetables, real time information screens, ticket machines etc)?
Probe on whether particular incentives would make them more likely to travel by bus for all journeys or just some (travel to work, trips to visit friends, etc.)

10. Final thoughts and end (5 mins)

Aim: to give respondent the opportunity to give any final thoughts.

Would they like to use the bus more?
- Probe for reason why/why not?
- For car users probe to see if they would like to use their car less (why/why not?)
Anything from the interview that respondent wants to pick up on or add to?
Bring discussion to close, thank respondent and reiterate confidential nature of the group.
Any questions about ScotCen or the research?
Give out incentives and get them to sign for these (if not done at start).

Topic guide for people with a learning disability

The Interview aims to explore:

Views of bus travel in their local area - the focus of this study is to explore local bus service so we do not want to probe inter-city travel or coach trips for long journeys.
Specifically the interview will explore:
- Experience and views of local bus travel, and what their opinions are based on
- Reason why respondents do not use local buses more (especially any barriers to use)
- Find out what might encourage more local bus use

Introduce self and ScotCen

Introduce the study:

Make sure you have copy of the information leaflet and talk through this, make sure respondent fully understands what they are being asked to do and check they are still happy to take part.

Stress independence of ScotCen:

Details about their participation:

voluntary - It is up to you to decide if you want to take part. It is okay if you do not want to take part. If you do take part but you do not want to answer a question, that is okay too. Just tell us.
recording of discussion. We want to record the interview and would like to ask your permission to do this.
confidentiality, and how findings will be reported
- This means that we will be careful about the information we collect.
- We will not share your private details.
- People who read the report will not know that you have taken part.
- We will not use your name in our reports. We will keep our notes very safe.
- We will not show them to anyone outside our project
- Mention that we may talk to someone if they tell us something that makes us concerned for their safety or the safety of someone else.
length - around 45 minutes

Basic ground rules

No right or wrong answers - just interested in your views and experiences
Role of interviewer is to ask questions and listen to response, but explain that there may be points where you need to interrupt or move the discussion on to make sure you cover everything.
Check to see if they have any questions before you start the interview.

1. Background and personal circumstances

Probe on:

age
who they live with / relationship with others in the household
main daytime activity
(briefly) employment history
hobbies and interests
health (general perception / any difficulties or disabilities)
involvement of carer / enabler (if appropriate)

2. Knowledge of local bus service

Aim: to find out what they know about their local bus service.

The kind of question you could ask to get this section started is - 'What do you know about your local bus service?'

Probe on:

what they know about their local bus service? (e.g. knowledge of where they travel to, frequency(how often it goes there) and cost of service)

(Note to interviewer only ask this if they have good knowledge of buses - if they don't know much don't ask this)

whether they know how long it takes to travel to (nearest town/centre of from their home by bus?
whether they know the cost of a bus fare from their house to (nearest town/centre of Aberdeen/Dundee/Glasgow)?

3. Types of transport they currently use for different journeys

Aim: to find out what types of transport they use for common journeys to facilitate discussion of reasons for transport choices. The kind of question you could ask to get this section started is - 'Tell me where you went last week?' and then follow up with probes to find out about the

type of transport they use in last week or so (probe for reason for journey - was it alone or with someone else. E.g. How did you get to x?
what kinds of journeys they make using these different types of transport (remember to probe on multi purpose journeys)

4. Reasons for using different types of transport

Aim: to explore reasons for using particular sorts of transport - especially car.

Thinking about different journeys they make in a typical month, why do they use particular types of transport for these journeys?

The kind of question you could ask to get this section started is - 'Why do you travel by x?'

If pressed for time, probe particularly around:

Travel to work/education (for those it applies to), and
Reasons for choosing to make particular journeys by car

If more time, also probe on:

reasons for using other types of transport mentioned, and
reasons for using particular types of transport for trips to supermarket; to visit friends/relatives in local area; to pick up children from school.

If time and if not mentioned spontaneously, probe on whether any of the following factor in why they use particular type of transport for particular journeys:

Cost? - 'Is it cheaper for you to travel by x?'
Journey time (relative to other types of transport)? - 'Is it faster to travel by x?'
Comfort? (if yes - what makes one type of transport more comfortable than other?) - 'Is x more comfortable?'
Reliability? (if yes - probe one what makes one type more reliable than another?) - 'Is the x more reliable?'

5. Experiences of bus travel

Aim: to explore in some detail their past experiences of travelling by bus, to help understand how far views of bus travel are or are not grounded in experiences. The kind of question you could ask to get this section started is - 'When was the last time you used a bus?'

Probe on:

where they were going,
why they decided to travel by bus
how long they had to wait for the bus
any views on other passengers/driver
overall how they felt about the journey.

6. Perceptions of local bus services

Probe on:

What is good and bad about buses in their local area, and why?
Are their views based on their own experience, or something they've heard. If own experience, how recent is this experience?

If not cover already probe for views on:

Timetables/ service information
Reliability (do they arrive when they're supposed to? Take the amount of time they're supposed to?)
How nice the inside of buses are (cleanliness, comfort, accessibility for people with prams/who find it difficult to walk etc)
How safe they feel on buses/at bus stops
General thoughts of bus stops (shelter, seating etc)
Number of people on buses
Cost - probe on perceptions of value for money relative to car especially
Driver attitudes/behaviour
Behaviour of other passengers

7. Views on bus as an alternative

Aims: views on feasibility of using bus as an alternative for journeys they make most often.

Could they make any of the journey(s) they make in a typical week or so by bus, or not?

If yes
- which ones?
- Why don't they make these journeys by bus at the moment?
If no - why not?
- Probe on routes, availability of services, timing of services, other reasons, etc.
If unsure -
- Have they ever looked into the bus as an option/tried to see if they could take the bus for one of their journeys? If not, why not?
- How would they go about finding out about bus services?

Probe:

Would they ask someone/phone/internet? How easy is it to use any of these?

8. Reasons for not using buses (more)

Aims: to find out what prevents people using buses more often.

Barriers to bus use activity: (something that stops/prevents them from using the bus)

Please give participant a copy of 'sheet 1'. Talk them through the sheet and either let them complete or go through each barrier and tick relevant ones for them. They can tick as many as they want to.
Explain that there is extra space on their sheet of paper to add any extra barriers (note this will be very important for people with a learning disability so please encourage them to think about any other barriers that are specific to them)
Then explain that they need to pick the main barrier that applies to them.
Once the main barrier is identified prompt discussion of what it is about this barrier that prevents them travelling by bus - ask for examples to help understand what makes them a barrier.

IMPORTANT FACILIATATOR NOTE: Regardless of what the main barrier is please prompt discussion of 'lack of information/knowledge about times', 'fares are too high' and 'need help to use the bus' (these are ones the client is particularly interesting in finding out opinion on).

DRAFT LIST OF BARRIERS:

Bus stops are too far away
Buses don't come often enough
Too long to wait at bus stops
Don't feel safe waiting at bus stops
Bus stops are dirty/vandalized
Lack of information/knowledge about times
Not sure if the bus will arrive on time
Takes too long to get places by bus
Too crowded/too many people on buses
Fares are too high
Bus drivers are rude/unhelpful
Buses are dirty/smelly
Don't feel safe on the bus
Have to change buses/get more than one bus
Need to use car to give other people lifts (e.g. children to school)
Need car for work
Require assistance to use buses

9. Incentives for bus use

Aims: to find out what would encourage respondent to use buses more often. The kind of question you could ask to get this section started is - 'What could make you use buses more?'

How can the main barriers mentioned above be addressed?
What else (if anything) would make respondent more likely to travel by bus?
If they don't come up spontaneously, probe on:
- Offering travel incentives (e.g. free tickets for a week, park and ride service, combined bus-train tickets)
- Providing more information (e.g. screens at bus stops showing updates on when buses are actually expected, someone working out the best bus route for particular journeys for you, better information about where the bus is stopping on board the bus)
- More bus lanes/better policing of bus lanes
- Making car use less appealing (e.g. being charged money to bring your car into town ('congestion charge'), increasing petrol prices, higher car parking charges)
- Improving quality of buses (If you could access the Internet free on board buses (WiFi), making the inside of buses were more comfy/better designed - e.g. air conditioning, comfy seats.
- Improved customer care (e.g. more welcoming staff, better training, staff uniform)
- Physical layout of the vehicle (i.e. making it easier to get on and off the bus, comfy seats, more leg room)
- Improved bus stops - (e.g. bus shelters instead of bus stops, seats, timetables, real time information screens, ticket machines etc)?
Probe on whether particular incentives would make them more likely to travel by bus for all journeys or just some (travel to work, trips to visit friends, etc.)

10. Final thoughts and end (5 mins)

Aim: to give respondent the opportunity to give any final thoughts.

Would they like to use the bus more?
- Probe for reason why/why not?
- For car users probe to see if they would like to use their car less (why/why not?)
Anything from the interview that respondent wants to pick up on or add to?
Bring discussion to close, thank respondent and reiterate confidential nature of the interview.
Any questions about ScotCen or the research?
Give out incentives and get them to sign for these (if not done at start).

Barriers to bus use exercise

Please read the list below of reasons why some people do not use the bus more often. Please tick ALL that apply to you and then pick ONE that is the most important reason to you. If you would like to add some more reasons please feel free to do so in the blank space at the bottom.

Reasons for not using the bus more often		v All that apply to you
1	Bus stops are too far away
2	Buses don't come often enough
3	Too long to wait at bus stops
4	Don't feel safe waiting at bus stops
5	Bus stops are dirty/vandalized
6	Lack of information or knowledge about times
7	Not sure if the bus will arrive on time
8	Takes too long to get places by bus
9	Too crowded/too many people on buses
10	Fares are too high
11	Bus drivers are rude/unhelpful
12	Buses are dirty/smelly
13	Don't feel safe on the bus
14	Have to change buses/get more than one bus
15	Need to use car to give other people lifts (e.g. children to school)
16	Need car for work

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Information

ANNEX B - TOPIC GUIDES

Topic guide for people with a physical disability

Topic guide for people with a learning disability

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