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Passenger Market Research

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Passenger Market Research

Passenger Market Research

Passenger market research covers all aspects of the experience when travelling and includes both usage of public transport such as buses or trains, and experiences with bicycle lanes. We wide-ranging expertise in this area and are currently working on several active projects within this field.

Projects we have successfully delivered include:

• On-going tracking research the Office of Rail and Road and by extension the majority of train operating companies (TOCs), co-ordinating surveys to those who have made a complaint about their journey, asking for feedback on how their complaint was handled, and delivering results in a live ‘always-on’ dashboard solution as well as via annual reporting

• Delivery of a large scale mixed-methods (online first, followed by CATI follow-up) survey to those who have booked support for their rail journey through Passenger Assist, a service delivered by station operators. We work with the Rail Delivery Group to manage this on-going tracking survey which is delivered in waves, and covers all TOCs

• A study for Transport for West Midlands to understand feelings of passenger safety and perceived safety on bus, rail and tram routes as well as awareness of interventions

• A project for a train company on feelings of safety, and assessing levels of awareness of different safety initiatives they have implemented

• A study to understand the impact a park and ride scheme might have across a range of stations. Face to face interviews were conducted at multiple stations with potential users of the service

Our experience of working with passengers across a range of different settings and transport modes means we offer a range of solutions and considerations, for instance utilising the social model of disability on our work around Passenger Assist to maximise the actionability of results.

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Our Passenger Market Research Team

Senior Management

Elliot Simmonds Market Research MEL Social Research

Elliot Simmonds, Commercial Director

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Research & Evaluation

Bronwyn Vermaat

Bronwyn Vermaat, Senior Research Manager

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Senior Management

David Chong Ping

David Chong Ping, Technical Operations Director

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Passenger Market Research Team

Senior Management

Elliot Simmonds Market Research MEL Social Research

Elliot Simmonds, Commercial Director

View Team Member

Research & Evaluation

Bronwyn Vermaat

Bronwyn Vermaat, Senior Research Manager

View Team Member

Senior Management

David Chong Ping

David Chong Ping, Technical Operations Director

View Team Member

Passenger Market Research Case Studies

Case Studies

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Sheffield City Council – Perceptions of Nether Edge Active Travel Neighbourhood

Sheffield City Council received funding from the Tranche 2 of the Active Travel Fund (ATF) which aims to create a safer, cleaner and more pleasant environment for residents and local businesses and a more attractive area for walking, cycling and spending time outdoors. Sheffield City Council were looking to understand perceptions of the Nether Edge Active Neighbourhood scheme from three audiences: Those who lived in the area (Residents) Those who are visited the area from outside of the specified area (Visitors) Businesses/business owners trading in the area (Businesses).

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Case Studies

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Queen Street Two-Way System Trial

In support of the delivery the Maidenhead station (Crossrail) scheme, which was being rebranded as the Elizabeth Line, the Royal Borough of Windsor and Maidenhead was looking to introduce a package of measures to enhance pedestrian and cycle access, improve the public realm, accessibility and functionally of the train station. The borough hopes that the scheme will help to improve investment and support the regeneration of Maidenhead town centre.

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Case Studies

Transport Market Research Logo for MEL Reseach, train on a track

Railway Passenger Satisfaction with Passenger Assist

Passenger Assist is a free service offered by rail companies providing passengers with disabilities or anyone else who may require help, with assistance to enable them to make their journey. Rail companies’ participation in Passenger Assist is mandated through their regulatory requirement to have an Accessible Travel Policy (ATP) approved by the Office of Rail and Road (ORR). The intent of Passenger Assist is to make rail travel accessible to everyone. Since 2017 ORR has commissioned annual research by to investigate the extent to which Passenger Assist meets users’ needs and expectations, and to explore how well individual operators perform in terms of meeting their Passenger Assist obligations. ORR commissioned M·E·L Research Ltd to conduct another wave of this research for 2022-23 to support its ongoing compliance monitoring in this area and to build on the wider body of evidence about how well Passenger Assist is meeting user needs and expectations.

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Case Studies

Transport Market Research Logo for MEL Reseach, train on a track

Transport for West Midlands (TfWM) Cost of Living and Travel Behaviour Change Study 2023

TfWM commissioned M·E·L Research in February 2023 to undertake the study, gathering responses from over 1,000 residents across the West Midlands Combine Authority area, to understand how the cost of living is impacting on people in their travel choices and their awareness of and appetite for alternatives to car usage. Results were representative by local authority area, age, gender and car ownership.

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Case Studies

Transport Market Research Logo for MEL Reseach, train on a track

Beddington Gateways: TfL Major Scheme

The London Borough of Sutton was successful in securing funding from Transport for London (TfL) to undertake a Major Scheme in the Beddington North area to improve key ‘gateways’ to the Beddington area and make significant improvements to the walking, cycling and public transport environment. The borough commissioned M·E·L Research to conduct on street surveys with users visiting key locations to: Measure road users’ satisfaction with the street on that day; Understand the factors that influence people’s decision to use a particular mode of transport when travelling throughout the area on that particular day.

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Case Studies

Transport Market Research Logo for MEL Reseach, train on a track

Liverpool City Region Combined Authority ‘Park and Ride’ Research

Liverpool City Region is currently undertaking the development of a new Local Transport Plan (LTP) which will work to facilitate an inclusive economy, building on the work already done via A Transport Plan for Growth. Part of the new LTP will be the development of a revised Park and Ride Strategy, and this study will inform that element. In short, the LCR wanted to understand what impact rail park and ride schemes might have across a range of stations – whether they reduce longer car trips, in particular to Liverpool City Centre – or whether they simply reduce use of more sustainable/active travel modes to the nearest station.

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Case Studies

Illustration of a person stretching to illustrate sport and physical activity social and market research and evaluation

Supporting Active Travel and Covid Recovery in Hackney

Rebuilding a Greener Hackney is the UK’s biggest programme of low traffic neighbourhoods and school streets. Each scheme had its own public engagement period in which residents could share their experiences of the measures, plus their views on whether they should be retained long-term. M·E·L Research led on the analysis of the responses provided from open and closed feedback questions, plus associated email and letter correspondence for 22 schemes over an 18 month period.

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Case Studies

Environment and Climate Research and Evaluation

Clean Air Zone consultation

Leeds was identified in 2015 by DEFRA as one of six locations in England that is not expected to meet air quality standards by 2020, and therefore required the introduction of a charging Clean Air Zone (CAZ), alongside other additional measures.

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Passenger Market Research

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