King's Lynn Bus Station and Train Station Pedestrian Link Improvements User Survey - January 2014 Regeneration & Economic Development

King’s Lynn Bus Station and Train Station
Pedestrian Link Improvements User Survey

                                            January 2014

                     Regeneration & Economic Development

Background

The Borough Council has received Section 106 funding from Sainsbury’s PLC and Tesco Stores Ltd
(totaling £1m) to improve the bus station and pedestrian links to King’s Lynn Railway Station. The
purpose of the funding is to mitigate the impact of the out of town retail development on King’s Lynn
Town Centre. The funding must be contractually committed, underway or completed by 2017/18 or risk
being reclaimed by the supermarket companies.

The bus station caters for approx. 9-13,500 passengers a day and the train station approx. 2,380 per
day1 . Pedestrian footfall through the Vancouver Centre in 2012 was 7,977,300 and 7,616,700 in 2013.

An initial survey was needed to gauge public opinion on what the users envisaged as being priorities for
enhancing the existing Bus Station and what further improvements could be added to make the
experience better for both commuters and visitors.

Survey Methodology

The survey targeted all train and bus station users and due to the close proximity of the taxi rank to the
bus station, taxi users were also surveyed. A copy of the Survey questionnaire is shown in Appendix 2.
The following objectives and areas were selected for the public consultation process.

Objectives:

                            To ask users of the area what possible changes were seen as a priority
                            To ask users what further areas of improvement should be considered

It was decided to obtain a variety of views and perspectives, the most effective results would be to
target the following areas

                            Train station - the area outside and into Waterloo Road to predominately
                             target train users
                            Bus Station - the undercover area leading into Vancouver Centre to capture all
                             transport users including car park users and pedestrians
                            Bus Station - bus / taxis waiting areas to capture commuters & visitors using the
                             buses and taxis

Survey Locations:

                         • Bus station bays 5 to 9 adjacent taxi rank
                         • Bus station bays 3 to 4 adjacent Sainsbury Car Park pedestrian entrance
                         • Bus bays 1 to 2 adjacent the arrival bay drop off bay and entrance to the
                           Vancouver Centre
                         • Train station entrance on Blackfriars Road

Survey Times - It was agreed to target early morning commuters, mid-day shoppers and school time
travellers by surveying at the following times

                            0800 to 09:00 this should target all the early commuters
                            11:00 to 12:00 should target shoppers, visitors etc
                            16:00 to 17:30 which targets schools & afternoon commuters

1
    Total 869,000 in 2011/12, Office of Rail Regulator

Surveyors – a team of three surveyors from the Community Safety Team were used who were familiar
with the area as it was important that the surveys were completed quickly to try to avoid the users not
taking part as busy travelling

The survey was carried out over a four day period from the 9th December 2013 to 12th December 2013.
The weather over this period was mainly cold 4 deg C to 9 deg C with cloudy, mist and light fog.

Profile of Participants

The profile of the participants in the survey was as follows:-

              Bus Station - Gender Profile                                Bus Station - Age Profile

                                                                                 14.7%
                                                                                                            Under 18
                                                   Male           29.9%
                             37.3%                                                                          18-35
                                                                                                            36-60
                                                   Female                               26.1%
       62.7%                                                                                                Over 60

                                                                      29.3%

              Bus Station - Traveller Profile                       Bus Station - Visit Frequency Profile
               7.7%
                                                                                           6.0%
                                                Shopping                       7.7%
                                                                                                       Never
                                                Work
       18.0%                  38.3%                                                                    About once a
                                                Business         45.9%                  14.2%          year
                                                meeting
                                                Visiting                                               About once a
       8.2%                                     friends                                                month
                                                College/Sch                                            Once a week
                                                ool                                26.2%
   3.3%           24.6%                         Other                                                  Daily

The responses received should be representative with a reasonably equal male/female split and with
each age range equally represented. Nearly three quarters of the responders visited at least once a
week with an almost equal split between working / shopping and all other activities. As the survey was
completed during early December the reason for visiting may have been affected by the Christmas
trading period. However, as the aim of the overall project is to maintain town centre vibrancy and
attractiveness for shopping and visiting this was seen as a good survey period to obtain views of
shoppers/visitors.

Distribution of Responses

The map in Appendix 3 shows the distribution of visitor’s home address. Although the majority of
responses were received from around the King’s Lynn area the map also shows a number of responses
received from visitor’s as far as field as Feltwell in the South to Dereham in the East as well as individual
visitors from Crawley and Oxford. This spread of responses suggests that comments would be
comparable with experience of using similar facilities in other areas.

Responses

A total of 171 individual responses were obtained with a small number being incomplete due to
arrival/departure of their train or bus.

Of the 171 responses 160 responded to the question “ What would improve your visit through the bus
station most “ the first choice was 47.5 % in favour of improving the waiting areas and shelters.

The second most popular choice was improvements to “ seating and lighting “

The third most popular choice was improvements to “ toilets “

                         Bus Station - 1st choice for improvements
                        1.3%
                     3.1%
                                 6.3%
                 3.1%
                                                                              Waiting areas and shelters

                                                                              Pedestrian area between
                                                                              the train and bus station
                                                                              Seating and lighting

                15.0%                                                         Toilets
                                                         47.5%
                                                                              Signage

                                                                              Visitor information

                                                                              Cycle storage
                    15.6%
                                                                              Access to the buses

                                   8.1%

Bus Station - Overall choice of improvemnts
                          2.6%
                                 5.2%

                         5.5%                                                Waiting areas and shelters

                                                                             Pedestrian area between
                                                      30.3%
                  7.0%                                                       the train and bus station
                                                                             Seating and lighting

                                                                             Toilets

                                                                             Signage

                17.8%                                                        Visitor information

                                                                             Cycle storage
                                                       7.3%
                                                                             Access to the buses

                                     24.3%

Regardless of the individual priority of response given, the top three most requested improvements
were to:-

      Waiting Areas and Shelters
      Seating and lighting
      Toilets

Overall these requests accounted for over 72.4 % of the responses

The remaining improvements only accounted for 27.6 % spread almost equally between improvements
to signage (7.0 %), visitor information (5.5 %), cycle storage (2.6 %) and access to the buses (5.2 %)

In response to the question “rate the three most important additional facilities you would like to see in
order of preference “

The most three most requested improvements were:-

       Hot and cold drinks/snacks
       Wi – Fi ( most assumed this would be free )
       Mobile phone charging

                Bus Station - Overall choice of additional facilities

                  29.1%                                                    Hot and cold
                                                      35.7%                drinks/snacks
                                                                           Mobile phone charging

                                                                           Background music

                                                                           Wi-Fi

                 11.2%

                                      24.0%

Summary

The user survey quite clearly demonstrates the three most popular improvements users would like to
see carried out to the Bus Station. If we consider improvements to the “waiting area and shelters”
would normally include a general improvement to the “seating and lighting” then this is clearly the
most requested area for improvements.

Improvements to the link between the train station and bus station do not appear as high as envisaged
but clearly with the distribution of surveying points and the number of persons surveyed that could
have been leaving the train station the 7.3 % overall response high lighting this area becomes more
significant. A more detailed look at the results showed that of those that had used the train to travel
that day over 40 % would like to see improvements to the pedestrian link between the train & bus
station.

The choice of “additional facilities” was equally split overall between hot & cold drinks/snacks, mobile
phone charging and wi-fi facilities with no clear favorite.

There were also a number of negative comments in the free text area referring to the cold wind driving
in from the car park area and the congestion caused by people queuing across pedestrian walkways. A
summary of these additional comments are contained in the attached Appendix.

Recommendations for Bus Station and Train Station link Improvements;

Design brief to consider:-

       Improvements to waiting areas and shelters – this should include well lit seating areas and
        provide a covered pleasant environment to wait for buses. The survey highlights not only having
        a covered area but there were a number of comments regarding cold winds particularly through
        the car park.

       Improvements to toilets – the existing 24 hr facilities are highlighted as being in need of
        improvement but this space could be utilised as an extended indoor waiting area with more
        modern toilet facilities being provided by modern self-cleaning “pod” type units.

       Review layout of waiting areas – this will avoid the localised congestion caused by people
        queuing across pedestrian walkways – this appears to be an issue accessing both the Vancouver
        Centre and the Museum entrance.

       Provision of additional facilities – these are non-essential items but could be included to
        improve the users experience.

Appendix 1: Survey Comments

      More Disabled parking spaces please
      No bus after 6:20 evening & returns to Sutton Bridge - train gets in at 18:22
      Improve ladies toilet Hand driers do not work
      Keep station cafe Improve road signs Improve gents toilet More car parking
      Train station - fantastic staff, but lack of seating on platform. Looking great as refurb continues
      Like the station
      Train station is OK
      Car parking space too small
      Area between station / bus depot dark & feels unsafe
      Very cold as no shelter from wind through car park Kids in cars doing donuts in Sainsbury’s car park and
       could be upsetting for older/vulnerable people Need physical barrier at exit from car park to stop
       wind/noise
      Under cover like Norwich
      Under cover
      More awareness to not walking in bus movement area - better signs for this
      Loud speaker announcements would be useful
      Does not use public transport often does not see need for improvement
      Having staff at counter at bus station would make an improvement More comfortable waiting room is
       needed
      The worst thing is the look of the buildings, followed by the smell of the toilets plus the types of people
       that congregate there
      Big clock
      Heating in shelters
      Earlier bus needed No 11 Cold & drafty from car park
      More buses to North Lynn
      Quite happy
      A big clock station
      Queuing an issue - not sure where to stand and it’s a bit drab looking
      Sometimes feel unsafe using bus at night
      Cleanliness main concern everything else OK
      Everything is OK - could do with more seats
      Overall quiet pleased with station - just a few more shelters
      Better seats needed - poor lighting at moment
      Happy with bus station - no improvement needed
      Cold & drafty but really wouldn't use this station to hang around in so don't feel extra facilities are
       required
      Need a free skate park
      Somewhere warm to wait for buses
      Think it’s better than some other bus stations
      Panel of glass missing in Bay No 3 been like it for months very drafty
      A bulletin board with bus arrivals or delays linked similar to main line trains
      Signage needs improving
      Needed:- bus to North Lynn later to fit into school times. Bigger buses for school runs
      It’s alright
      Too many youths hanging around in the evening
      Not bothered about enhancing bus station it’s OK
      Bus Station is a holding area - gets me from A to B - no concern with what facilities are here Lady new to
       area
      Information re which bus goes where (better signs) Bus station is holding area for me
      Buses don't run on time Not happy with service - more drivers needed


    2
     Keep clean Get rid of cyclists Organise queuing - proper lines More buses from Downham please
   Queuing for some buses is confusing & bus stops too close to each other
   Seat in shelter (Bay 2) faces wrong way can't see bus coming in. Dry waiting room - we used to have it
   Cover over waiting area o/s offices Seats should be under cover
   Better seating undercover Gulley is a trip hazard (o/s Bay 2)for elderly
   Make waiting areas all under cover
   I use cafe for drinks
   Too many buses come from Bay 8 within 5 - 10 mins so it’s confusing & queues get muddled
   Youths congregating midday 18+ - young adults intimidating skateboard riding. Safety issues for elderly.
    Barriers between bus stops getting on and off need to be better
   Car Park - better & bigger lighting. Motorists look out for pedestrians
   Bus Service 742 Many didn't turn up so missed train & couldn't get to college in Cambs
   Disabled children need provisions while waiting
   Bigger buses - not enough seats - was asked to get off Fakenham bus as was too full Undercover shelters
   Not enough room on buses - run too sporadically
   People smoking - not enjoyable
   Waiting areas not big enough Not enough bays
   Buses cancelled/don't arrive - Nth Wootton 8:10
   Clearer marked bays for buses - people get confused
   Stop outside station needs shelter
   By banging doors when bus stops
   Cover it in
   Hasn't changed much over the years Close it in & make it warmer Enclose it to make it an inside bus
    station
   Functions as it should
   More frequent buses to village i.e. Wereham difficult ref work hours to QEH
   Higher seating as hard to get up as elderly
   Happy with bus station Bus service slow & misses out buses - inconvenient At night time lots of teenagers
    - can money help them to have a place to go ? Cafe or club on site
   Not local only visiting daughter
   Directions for queuing as people often queue across walkways & it's hard to get through
   Bus stops need spacing out as they get congested with buses
   Think it's fine no grumbles
   No complaints about it
   Toilets always clean Flower arrangements/displays all year long. Brighten it up with new in "Welcome to
    King's Lynn Bus Station"
   Rubbish dropped Needs to be kept clean & tidy
   More sheltered/covered. Cold & drafty
   24 hr WC awful
   24 hr toilet is horrid & unclean
   Bus times change - no notice
   More undercover seats
   Seems very nice now
   It’s fine as it is
   Queues block the way for pedestrians. Toilets are always clean Seats OK and bus station is OK
   Toilets are clean & good Shelter over the seating area are needed
   Cold and draughty Often wait for some time so warmer and more sheltered area needed Seats get damp
    from rain
   Queues - people queue across & block the way for people
   Bus queuing needs looking at as it blocks pedestrian thoroughfare Difficult for people with disabilities

   Method of queuing e.g. blocking walkways Buses to Downham more frequent please
   Behaviour of some people using the bus station needs dealing with e.g. litter from snacks, dropping
    cigarette ends
   Generally it’s a rundown area and not the greatest first impression of King's Lynn for visitors
   My only comment relates to the behaviour of certain people at the bus station Too much swearing & bad
    behaviour - usually low level stuff but nonetheless unpleasant
   Seats cold - stainless steel
   Better Bus Station all round Like Norwich - better laid out - Norwich more efficient
   No toilets at bus station in Wisbech Abandoned survey as bus came
   No toilets in bus station at Wisbech it's a disgrace Had to abandon survey as bus came
   Car Park breeze cold - all weather shelter
   All weather shelter
   All additional facilities required
   All weather shelter - too cold Bus service good no complaints
   Side for trolleys & pushchairs etc no room on bus

Appendix 2: Survey Questionnaire

Appendix 3: Survey Response Distribution