1 / 27

2016 Triennial Customer Survey Results

This report presents the findings of the 2016 Caltrain customer survey, including demographics, trip purpose, mode of access, satisfaction levels, Clipper usage, and more. The results will inform future planning, communication with customers, and collaboration with MTC on Clipper improvements.

jmobley
Download Presentation

2016 Triennial Customer Survey Results

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. 2016 Triennial Customer Survey Results Citizens Advisory Committee April 19, 2017 Agenda Item 9

  2. Objectives • Determine who our customers are • Demographics • Trip purpose • Mode of access • Frequency of use • Reasons for riding • Clipper usage • Measure whether we are meeting their needs • Customer satisfaction • Information access

  3. Methodology • Onboard survey • October 2016 • Weekday peak, weekday off-peak and weekend trains • English and Spanish surveys available • Response • 5,554 surveys returned • 74% response rate

  4. Results

  5. Caltrain Usage More than 67% ride Caltrain at least 4 days a week

  6. Longevity About one-third have been riding less than one year

  7. Access to a Car 60% of riders chose the train over their car

  8. Trip Purpose Most customers commute to work

  9. Paying Their Way Monthly Pass is most popular form of payment

  10. Main Reasons for Riding Caltrain viewed as faster than other options

  11. New Riders on Caltrain About a third of new riders began riding Caltrain due to a change of company

  12. Distance to Caltrain Station Average distance is 18 miles

  13. Station Access More people are walking to the stations

  14. Customer Satisfaction • Overall experience rating increased slightly to 4.09 out of 5.00, from 4.04 in 2013

  15. Barriers to using Clipper No barriers for 56% of riders using Clipper

  16. Getting Caltrain Information Almost two-thirds of customers are accessing Caltrain information from the Caltrain website

  17. Demographics

  18. Gender & Age In 2016 the split was 41% female and 58% male riders. * From 2007 to 2013, these categories were 13-17 and 18-24 respectively

  19. Employment Majority of customers work full time

  20. Education 81% of riders have at least a college degree

  21. Languages Spoken at home

  22. Ethnicity Minority ridership of Caltrain is increasing

  23. Country of Birth 40% of Caltrain riders were born outside of the United States, in one of 105 countries

  24. Income Customers have a mean income of $129,000 [2013: $117,000]

  25. County of Residence

  26. Next Steps • Use information to: • Inform future planning • Communicate with customers • Collaborate with MTC on Clipper Improvements • Remember that all customers are important • Report • www.caltrain.com/surveys

  27. Thank you! • Julian Jest • Market Research Analyst • jestj@samtrans.com

More Related