1 / 90

Metro Transit Light-Rail and Bus Rider Survey

Metro Transit Light-Rail and Bus Rider Survey. FINDINGS AND RECOMMENDATIONS. Prepared by: DECEMBER 2008. PERISCOPE. Background and Methodology.

yukio
Download Presentation

Metro Transit Light-Rail and Bus Rider Survey

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. Metro Transit Light-Rail and Bus Rider Survey FINDINGS AND RECOMMENDATIONS Prepared by: DECEMBER 2008 PERISCOPE

  2. Background and Methodology This survey was done as part of an annual research project initiated in 1993, and is overseen by Metro Transit’s Marketing department. Though originally fielded to measure system-wide customer service and satisfaction levels as they relate to bus service, an additional survey was developed in 2005 to include light rail train service. The research quantifies the opinions and perceptions of customers, measures the effectiveness of existing service and communications programs as they relate to both bus and light rail train service and helps determine the elements of Metro Transit’s service which are most important to customers. The bus surveys were administered using a probability sampling technique, with each customer having a unique chance of being selected for participation. The population for this survey, therefore, continues to be broadly defined as current bus riders. Survey packets were made for every trip selected and handed to drivers as they reported for work. Drivers were instructed to distribute a survey and a pen to each customer on the targeted trip as they boarded the bus, and collect them from those who completed the survey during the ride. As with bus surveys, each customer at select stations had a unique chance of being selected for participation. The population, therefore, is broadly defined as current train riders. Survey packets were distributed to riders at 15 separate train stations as they waited for their train.

  3. Background and Methodology In addition to returning the surveys to their distributors, all surveys could be returned by postage-paid mail. Surveys were also posted online for completion. In total, 4,643 bus surveys were completed, achieving a response rate of approximately 23%, and 1,461 train surveys were completed, achieving a response rate of approximately 15%. This report first presents findings for all questions common to both surveys for 2008. Displaying the information in this manner will allow Metro Transit to easily compare and contrast any similarities or differences between those riding the train and those riding the bus. Following these questions shared by both surveys, questions that are unique to both the bus and train are presented separately.

  4. CUSTOMER COMPOSITION

  5. “HOW MANY DAYS PER WEEK DO YOU RIDE THE BUS/TRAIN?” LRT N=1,409BUS N=4,482

  6. “HOW LONG HAVE YOU USED METRO TRANSIT SERVICE?” LRT N=1,432BUS N=4,113

  7. “WHAT INFLUENCED YOUR DECISION TO FIRST TRY TRANSIT?” LRT N=1,380BUS N=4,029 Note: Multiple responses allowed; totals may not equal 100%.

  8. “WHICH BEST DESCRIBES YOUR RACIAL OR ETHNIC BACKGROUND?” LRT N=1,396BUS N=3,915

  9. “WHAT IS YOUR AGE?” LRT N=1,426 BUS N=4,098

  10. “ARE YOU…?” LRT N=1,308 BUS N=3,779

  11. “APPROXIMATELY WHAT WAS YOUR FAMILY’S TOTAL INCOME LAST YEAR?” LRT N=1,344BUS N=3,734

  12. “WHAT IS THE ONE MAIN REASON YOU USE TRANSIT?” LRT N=1,451BUS N=3,993Note: Only paper responses were included. Multiple responses allowed; totals may not equal 100%. Also see supplemental data “one main reason no mult response”.

  13. “HOW MANY WORKING AUTOMOBILES DO YOU HAVE AVAILABLE FOR YOUR USE?” LRT N=1,414 BUS N=3,689

  14. DATA COLLECTION: DISTRIBUTED (PAPER) VERSUS INTERNET DATA COLLECTION: DISTRIBUTED (PAPER) VERSUS INTERNET LRT N=1,461 BUS N=4,643

  15. RIDING PATTERNS

  16. “ON WHICH DAY(S) OF THE WEEK DO YOU USUALLY RIDE THE TRAIN/BUS?” LRT N=1,394BUS N=4,169

  17. “WHEN DO YOU USUALLY RIDE THE BUS?” LRT N=1,254BUS N=3,431

  18. “HOW DID YOU PAY YOUR FARE TODAY?” LRTN=1,412BUS N=4,389*Not an option

  19. “DOES YOUR EMPLOYER OFFER TRANSIT PASSES?” LRT N=1,364 BUS N=4,360

  20. “IF YOUR EMPLOYER OFFERS TRANSIT PASSES, DOES IT SHARE PART OF THE COST?” LRT N=661BUS N=1,516Note: Question was only asked of respondents who indicated that their employer does offer transit passes.

  21. “WHAT IS YOUR PRIMARY SOURCE FOR TRANSIT INFORMATION?” LRT N=1,428 BUS N=4,333Note: Multiple responses allowed; totals may not equal 100%.

  22. “IF YOU USE METROTRANSIT.ORG, WHICH FEATURES DO YOU USE? (CHECK ALL THAT APPLY)?” LRT N=1,024 BUS N=3,366Note: Multiple responses allowed; totals may not equal 100%.

  23. “WHAT IS THE PRIMARY PURPOSE OF YOUR TRIP TODAY?” LRT N=1,449 BUS N=4,594Note: Multiple responses allowed; totals may not equal 100%.

  24. “WHEN YOU BEGAN YOUR COMMUTE TODAY, HOW DID YOU GET TO YOUR BUS STOP/TRAIN STATION?” LRT N=1,433 BUS N=4,497

  25. “WILL YOU TRANSFER TO/FROM A BUS AS PART OF YOUR TRIP TODAY?” LRT N=1,439 BUS N=4,516

  26. “HOW MANY TOTAL BUSES WILL YOU TAKE TO COMPLETE YOUR ONE-WAY TRIP?” LRT N=603BUS N=2,433Note: Question was only asked of those respondents who indicated that they will transfer buses or take a bus as part of their trip. *Not an option

  27. “HOW FAR WOULD YOU ESTIMATE YOU TRAVELED TO GET TO THE BUS STOP/TRAIN STATION WHERE YOU BEGAN YOUR TRIP?” LRT N=1,406 BUS N=4,311

  28. “HOW FAR WOULD YOU ESTIMATE YOU WILL TRAVEL TO GET TO YOUR LAST BUS OR TRAIN TO YOUR DESTINATION?” LRT N=1,407 BUS N=4,218

  29. “FOR WHICH OF THE FOLLOWING EVENTS DO YOU USE METRO TRANSIT SERVICE?” LRT N=1,073BUS N=3,176Note: Multiple responses allowed; totals may not equal 100%.

  30. “IF TRANSIT HAD NOT BEEN AVAILABLE, HOW WOULD YOU HAVE MADE THIS TRIP?” LRT N=1,341 BUS N=3,877 *Not an option

  31. RATINGS

  32. RATING: CLEAR, ACCURATE ROUTE INFORMATION IN THE TRANSIT SYSTEM MAP LRT N=1,180BUS N=3,649 Note: "Don’t Use" responses were excluded from results.

  33. RATING: COURTEOUS CUSTOMER SERVICE ON THE METRO TRANSIT INFORMATION LINE (612-373-3333) LRT N=649 BUS N=2,818 Note: "Don’t Use" responses were excluded from results.

  34. RATING: CLEAR, ACCURATE INFORMATION ON THE METRO TRANSITINFORMATION LINE (612-373-3333) LRT N=710BUS N=3,040Note: "Don’t Use" responses were excluded from results.

  35. RATING: CLEAR, ACCURATE INFORMATION IN PRINTED SCHEDULES LRT N=1,133 BUS N= 3,872Note: "Don’t Use" responses were excluded from results.

  36. RATING: CLEAR, ACCURATE INFORMATION IN SHELTERS/PLATFORMS LRT N=1,282 BUS N=3,682Note: "Don’t Use" responses were excluded from results.

  37. RATING: CLEAR, ACCURATE INFORMATION AT WWW.METROTRANSIT.ORG LRT N=1,053 BUS N=3,419Note: "Don’t Use" responses were excluded from results.

  38. RATING: COURTEOUS, EFFICIENT SERVICE FOR FARE CARD PURCHASES AND INFORMATION IN METRO TRANSIT STORES LRT N=738 BUS N=2,652Note: "Don’t Use" responses were excluded from results.

  39. RATING: VALUABLE BUS RIDING INFORMATION IN TAKEOUT, DISTRIBUTED MONTHLY ON TRAINS/BUSES LRT N=705 BUS N=2,746Note: "Don’t Use" responses were excluded from results.

  40. RATING: INFORMATION ABOUT METRO TRANSIT ON ON-BOARD INFORMATION CARDS LRT N=694BUS N=2,512Note: "Don’t Use" responses were excluded from results.

  41. CONSIDERING METRO TRANSIT, PLEASE INDICATE HOW CLOSELY YOU ASSOCIATE THE FOLLOWING CHARACTERISTIC WITH THE ORGANIZATION: INFORMATION RESOURCE LRT N=1,303BUS N=3,751

  42. CONSIDERING METRO TRANSIT, PLEASE INDICATE HOW CLOSELY YOU ASSOCIATE THE FOLLOWING CHARACTERISTIC WITH THE ORGANIZATION: APPROACHABLE LRT N=1,303 BUS N=3,729

  43. CONSIDERING METRO TRANSIT, PLEASE INDICATE HOW CLOSELY YOU ASSOCIATE THE FOLLOWING CHARACTERISTIC WITH THE ORGANIZATION: HELPFUL LRT N=1,303BUS N=3,704

  44. CONSIDERING METRO TRANSIT, PLEASE INDICATE HOW CLOSELY YOU ASSOCIATE THE FOLLOWING CHARACTERISTIC WITH THE ORGANIZATION: INNOVATIVE LRT N=1,296BUS N=3,631

  45. CONSIDERING METRO TRANSIT, PLEASE INDICATE HOW CLOSELY YOU ASSOCIATE THE FOLLOWING CHARACTERISTIC WITH THE ORGANIZATION: BENEFITS THE COMMUNITY LRT N=1,311 BUS N=3,685

  46. CONSIDERING METRO TRANSIT, PLEASE INDICATE HOW CLOSELY YOU ASSOCIATE THE FOLLOWING CHARACTERISTIC WITH THE ORGANIZATION: HIP/FUN LRT N=1,290 BUS N=3,640

  47. CONSIDERING METRO TRANSIT, PLEASE INDICATE HOW CLOSELY YOU ASSOCIATE THE FOLLOWING CHARACTERISTIC WITH THE ORGANIZATION: ENVIRONMENTALLY FRIENDLY LRT N=1,317 BUS N=3,701

  48. CONSIDERING METRO TRANSIT, PLEASE INDICATE HOW CLOSELY YOU ASSOCIATE THE FOLLOWING CHARACTERISTIC WITH THE ORGANIZATION: EASY TO USE LRT N=1,326 BUS N=3,736

  49. “PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH:OVERALL, YOU ARE SATISFIED WITH METRO TRANSIT SERVICE.” (3.32) (3.17) LRT N=1,412BUS N= 4,099Note: “Don’t Know” responses are excluded from results. Mean scores are in parenthesis.

  50. PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH:SUPERSAVER 31-DAY PASSES ARE CONVENIENT. Note: “Don’t Know” responses were excluded from results.

More Related