2018 Rider Satisfaction Survey Total Market

2018RiderSatisfactionSurvey

TotalMarket

Preparedfor:

Spring2018

ValleyMetro2018RiderSatisfactionSurvey Page1

TableofContentsSection: Page#:

ExecutiveSummaryandConclusions......................................................................2

I. Introduction........................................................................................................6 A. Methodology..............................................................................................6 B. SignificanceTestingamongSubgroups......................................................8 C. CharacteristicsoftheSample.....................................................................9

II. RiderCharacteristics......................................................................................12 A. LengthofTimeUsingPublicTransit.........................................................12

B. FrequencyofRidingPublicTransit...........................................................14C. ChangeinFrequencyofUsingPublicTransit...........................................18D. VehicleAvailableforPersonalUse...........................................................20E. Driver’sLicense.........................................................................................22

III. TripCharacteristics.........................................................................................23

A. HowRidersTraveltoPublicTransit...........................................................23B. HowRidersTraveltoDestinationafterTrip...............................................24C. LikelihoodofUsingSelf-DrivingShuttle/OnDemandRideServiceto

ReachTransitCenter/LightRailStation...................................................26

IV. SystemSatisfaction........................................................................................28A. SatisfactionwithBusServiceElements......................................................28B. SatisfactionwithLightRailServiceElements.............................................31C. OverallSatisfactionwithTransitServiceintheValley...............................34D. LikelihoodtoRecommend.........................................................................40E. LikelihoodtoContinueRidingPublicTransit..............................................41F. PerceptionofServiceChangeOverPastYear............................................42G. KeyDriversforBusRiderOverallSatisfactionandLoyaltyRatings............43H. KeyDriversforLightRailRiderOverallSatisfactionandLoyaltyRatings...45

V. PrimarySourceforPublicTransitRouteandSchedule Information.............................................................................................................47VI. LoyaltySegments....................................................................................................49 A. Definitions................................................................................................49 B. ProfilesofLoyaltySegments.....................................................................51AppendixA–Questionnaire.....................................................................................................56


ExecutiveSummary

ValleyMetro conducts annual rider satisfaction surveys tomonitor the overall level of satisfactionamong transit riders. This reportpresents the resultsof thenineteenthRider SatisfactionTrackingSurvey,whichwasconductedinAprilandMay,2018.Data for the rider satisfaction study in 2018 was collected using one methodology – interceptinterviewsusing iPadtechnology.Subgroupsanalyzedwithinthereportarebus-onlyriders (n=239),dual-moderiders(n=392)andlight-rail-onlyusers(n=158).Theoverallmarginoferrorforthestudyis±3.48%atthe95%confidencelevel.Interceptsgenerallytookbetween10to12minutestocomplete.RiderDemographicsandCharacteristics

• Self-reported demographics of riders as a whole were generally comparable to 2016 figures.Notably,theaveragehouseholdincomereportedbyridershadpreviouslydeclinedsince2013buthasnowincreasedagaintoanaverageof$31.9thousanddollarsperyear.

• Onaverage,ridersreportusingpublictransitfor7.9years,whichisoneyearlongerthanin2016.Theproportionridingtransitformorethantenyearsincreasedto27%in2018(upfrom20%in2016).

• Nearly four in tenbus riders (39%) reportedriding thebussix tosevendaysaweek,which isasimilarproportioncomparedtorecentyears.

• Amonglightrailriders,theaveragereportedfrequencyofridinglightrailincreasedslightlyto3.8daysperweekin2018from3.6in2016.

• Morethanone-halfofallriderssurveyed(52%)reportedusingpublictransitmoreoftenthantheydidayearago,andlessthanoneinten(8%)reportedusingpublictransitlessoften.

• Only23%oftotalridersreportedthattheycouldhaveusedapersonalvehicleforthetriptheywerecurrentlyon.Nearlyhalf(47%)saidzerovehicleswereavailableintheirhouseholdatall.

• Lessthanhalfofridersreportedhavingavaliddriver’slicense(44%),representingthelowestlevelinthepasttenyearsofthissurvey.

• Smartphoneusageamongriderscontinuestorise.Fourfifths(80%)ofridersreportedcarryingamobile phone at the time of being surveyed. Among those, a significantly higher proportion in2018reportedtheirphonesweresmartphones(90%upfrom81%in2016).Whilesmartphoneuserswere slightly less likely to report using Androids this year (71% down from 76%), iPhoneusageincreasedsignificantlyto26%in2018afterdroppingto20%in2016from31%in2014.

TripCharacteristics

• Themajorityofriders(79%)indicatedtheywalkedtotheirfirsttransitlocation.Theotherprimarywaysridersreportedreachingpublictransitwerebiking,driving/ridingwithothers,anddrivingalone(7%,6%and5%,respectively).

• Astrongmajorityofriders(82%)alsoreportedtheywouldwalktotheirdestinationaftergettingoffattheirlasttransitstopforthetrip.


• One-third(32%)oftransitusersindicatedtheywouldbelikelytouseanon-demandrideservice,suchasUberorLyft,toreachanearbytransitcenterorlightrailstation.Slightlyfewer(29%)reportedbeinglikelytouseaself-drivingshuttleorautonomousvehicletoreachpublictransit.

SystemSatisfaction

BusElements

• BusridersgavethehighestsatisfactionratingstousefulnessoftheTransitBook(83%rated4or5)andvalueof service for farepaid (82%). The lowest ratingswas forcleanlinessat thebus stop(48%rated4/5).

• In2018,busriderswereaskedforthefirsttimetoevaluateusingtheRideKickappforplanningtheirtrips;nearlythreeinfourofthosewithanopinionratedithighly(73%rated4or5).

• Comparedto2016,satisfactionlevelsincreasedsignificantlyforthreeattributes:Valueofservicefor farepaid (82%up from72%),ability to transferbetweenbuses (68%up from61%),andbusarrivalanddeparturetimes(62%upfrom54%).Satisfactiondecreasedsignificantlyforcleanlinessatthebusstop(48%downfrom58%).

LightRailElements

• Lightrailridersgavethehighestsatisfactionratingstotrainarrivaltimes(88%4/5rating),easeofpurchasingpassesatfarevendingmachines(87%),andvalueofserviceforfarepaid(86%).Fourelements experienced significant decreases in satisfaction compared to 2016: customer service(79%vs.86%),cleanlinessinsidethetrain(77%vs.85%),cleanlinessatthestations(73%vs.84%),andpersonalsafety(71%vs.80%).

• In2018, railuserswereasked for the first time toevaluateusing theRideKickapp forplanningtheirtrips;sevenintenofthosewithanopinionratedithighly(70%rated4or5).

OverallSatisfaction

• Morethanfourinfiveriders(81%)gavehighoverallsatisfactionratingsfortransitservice.Thisissimilartothe79%ratingachievedin2016andisinlinewith2011/2012levels.Transitridersweresignificantlymore likely to report being “very satisfied” this year than in the prior three studyperiods(44%vs.38%in2016,36%in2014and34%in2011).

LikelihoodtoRecommendTransitService

• The2018likelihoodtorecommendlevelwasconsistentwith2016and2014.Justovereightintenriders (82%) indicated being highly likely to recommend the transit service to other people.However,thepercentgivinga“verylikely”ratingincreasedsignificantlyover2016(62%,upfrom56%)while“4”ratingsdeclined(20%,downfrom25%).


Likelihoodtoberidingoneyearfromnow

• Four in five riders (79%) indicated theyarehighly likely to continue ridingpublic transit for thenextyear.Thisrepresentsthehighestpercentagemeasuredoverthepriorsixstudyperiodsandasignificantincreasecomparedtothe74%measuredin2016.Light-railonlyriderswereevenmorelikely to be highly likely to continue riding public transit (84% vs. 74% bus only and 79% dualmode).

PerceptionofServiceChange• WhenaskedwhethertheythoughtValleyMetroservicehasimproved,remainedthesame,or

declinedinthepastyear,overhalfofriders(56%)statedservicehasimproved(upsignificantlyfrom42%in2016and36%in2014).Whileone-thirdfeltserviceremainedthesame,only3%perceivedthatValleyMetroservicedeclined.Dual-moderidersweremostlikelytofeelserviceimproved(61%vs.45%lightrailonlyand54%busonly).

KeyDrivers(amongBusRiders)

• The elementsmost highly correlatedwith overall satisfactionwere:ability to transfer betweenbuses(0.525),usingRidekickapptoplantrip(0.478),valueofserviceforfarepaid(0.476),andbusarrival/departuretimes(0.470).

• Areas of opportunity among bus riders (i.e., elements with comparatively low levels ofsatisfaction, but relatively high correlation with overall satisfaction with the transit service)include:busarrival/departuretimes,ability to transferbetweenbuses,cleanliness insidethebusandnotificationofservicechanges.

KeyDrivers(amongLightRailRiders)

• Theelementsmosthighlycorrelatedwithoverallsatisfactionwere:onlinetripplanner(0.534),usingthenewRidekickmobileapptoplanyourtrip(0.493),abilitytotransferbetweenbusandlightrail(0.479),andpersonalsafety(0.457).

• Areasofopportunityamonglightrailriders(i.e,elementswithcomparativelylowlevelsofsatisfaction,butrelativelyhighcorrelationwithoverallsatisfactionwiththetransitservice)include:Ridekickappusagetoplantrips,personalsafety,presenceoffareinspectors,cleanlinessatlightrailstations,andonlinetripplanner.

PrimarySourceofTransitInformation

• In2018,ridersweremostlikelytolistthefollowingasprimarysourcesforrouteandscheduleinformation:visitingvalleymetro.orgfromamobilephone(24%),Google/Googlemaps(17%),callingValleyMetro(14%),andthetransitbook(10%).

• Therewereseveralsignificantchangescomparedto2016withmostnotablebeingthesignificantdeclineintheproportionsseekinginformationfromvalleymetro.comoneitheramobilephoneorcomputer/tablet,theTransitBook,andstop/stationsignage.InsteadridersweresignificantlymorelikelytoreportdependingonGoogleforinformation(17%upfrom2%).


LoyaltySegments

Fivedifferentloyaltysegmentswereidentifiedusingrideranswerstothreequestions:OverallsatisfactionwiththetransitsystemintheValley,likelihoodtorecommendthetransitservice,andlikelihoodtoberidingthetransitsystemoneyearfromnow.

• LoyalAdvocates:Riderswhoarecompletelysatisfied(givea“5–VerySatisfied”rating),areverylikelytorecommendthetransitservicetoothers(givea“5–VeryLikely”rating),andarevery likely tocontinueusing the transit serviceoneyear fromnow (givea“5–VeryLikely”rating).

• SecureRiders: Riderswhoarebothsatisfiedand likelytocontinueriding(givea“4”or“5”ratingonbothmeasures).

• VulnerableCaptiveRiders:Riderswhoareunsatisfied (givea“1 to3” rating foroverallsatisfaction),butwhoarelikelytoberidingtransitinayear(givea“4”or“5”rating).

• VulnerableSatisfiedRiders:Riderswhoaresatisfied(givea“4”or“5”ratingforoverallsatisfaction),butwhoarenotlikelytoberidingtransitinayear(givea“1to3”rating).

• AtRiskRiders:Riderswhoareunsatisfied(givea“1to3”ratingforoverallsatisfaction)andalsoarelikelytostopusingtheserviceinthenextyear(“1to3”rating).

Keyfindingsin2018include:

• LoyalAdvocates comprised31%of total riders, thehighestproportionmeasuredover thepasttenyears.

• Secureriderscomprised36%ofthetotal(essentiallythesameasin2016).

• VulnerableCaptiveandVulnerableSatisfiedriderscomprisenearlythesamepercentageofriders(11%and12%,respectivelyandcomparedto12%and16%in2016).

• AtRiskridersrepresent8%ofridersandasidefromaspikein2013,itisfairlyconsistentwithpriorfindings.

Conclusions1. Continuing thetrendnoted in2016, theValleyMetrotransit system ismeeting theneedsof its

riderswithahigherdegreeofsatisfactionthanithasintherecentpast.Overallsatisfactionwiththetransitsystemwasupslightlythisyear,butmoreimportantly,thepercentofridersindicatingtheyare“very”satisfiedwasupsignificantly.Inaddition,theproportionofridersfallingintothecategoryofLoyalAdvocatesreachedaten-yearhigh.

2. Thishigherlevelofsatisfactionalsoappearstobecausingriderstobemoreloyalandoptimisticabout theirpropensity tokeepusing the transit system in the future.Thepercentgivingahighloyaltyratingisthehighestithasbeeninmorethansixyears,andamajorityofridersbelievethesystemhasimprovedinthepastyear.

3. Reversingatrendnotedlastyear,ridersweresignificantlymorelikelytoindicatesatisfactionwithbusarrivalanddeparturetimes.Thisisstilloneofthelowerrateditems,butridershavenotedan


improvement. This is an important shift as this attribute continues to be a driver of overallsatisfactionwiththetransitsystem.

4. ThefeedbackontheRideKickappshowsthattheridersusingtheapparefairlysatisfiedwiththeperformanceoftheapp,butitalsostandsoutasanareaofopportunityforValleyMetro.Itisakey driver of overall satisfaction among those using it, but only a small portion of riders areactuallyusingitand/orhaveanopinionaboutit.Also,withtheproportionofridershavingasmartphoneincreasing,theuseoftheappisaveryviableoptionforthemajorityofriders.

5. Cleanlinessatbothbusstopsandlightrailstopswaselevatedasaconcernamongridersthisyear,withriderssignificantlylesslikelytoindicatesatisfactionwiththiselement.Thisisanotherareaofopportunity and importance for ValleyMetro as this is also a key driver of overall satisfaction,particularlyamonglightrailriders.

6. As in2016,personal safety is a concernamong light rail riders. Satisfactionwith theseelementdecreased this year, and it continues to be a key driver of overall satisfaction among light railriders.ThisshouldcontinuetobeanimportantfocusforValleyMetro.

7. Asin2016,lessthanonequarterofridersoverallindicatedtheycouldhaveusedavehicleinsteadof their current transit trip (and almost half indicated therewere no vehicle available for theirhousehold). Additionally thepercentof riderswithadriver’s license is at a10year low.Thesefindingscontinuetohighlightthepointthatalargemajorityofridersareheavilydependentonthepublictransitsystemtomaketheirregularlyplannedtrips.


I. IntroductionA. MethodologyValleyMetro conducts annual rider satisfaction surveys tomonitor the overall level of satisfactionamong transit riders. This report presents the results of the eighteenth Rider Satisfaction TrackingSurvey,whichwasconductedinAprilandMay,2018.Data for the Rider Satisfaction study in 2018 was collected using one methodology – interceptinterviews using iPad technology. Subgroups analyzed within the report include bus-only riders,bus/lightrailcombinationusersandlight-rail-onlyusers.Theoverallmarginoferrorforthestudyis±3.48%atthe95%confidencelevel.Interceptsgenerallytookbetween10to12minutestocomplete.TheinterceptlocationandnumberofcompletesperlocationfortheridersurveyareshowninTable1a.Atotalofn=651initialinterceptswerecompletedasanattempttosurveyrepresentativesampleof riders. An additional n=138 intercepts were completed with Phoenix bus riders to provideadditionalsampleforaseparatereportthatisprovidedtoPhoenixTransit.Note:Asin2013,2014,and2016,alldatareportedfor2018generalmarketreportis“weighted”backtotheoriginalproportionsofridershippriortothePhoenixoversample.Thisistoensurethatresultsare not skewed toward oversampled Phoenix bus riders. At the end of the initial general marketsurvey, approximately 46% of total respondents were Phoenix bus riders. Therefore, Phoenix busriders’responseswereweightedbackto46%ofthetotal789responsesforanalysis.Pleasenotethatreportedfrequenciesreflecttheweighteddata.Table1aonthefollowingpageshowsa listofnon-weightedfrequenciesofintercepts.Inadditiontointerceptsattransitstations,interviewswerealsoconductedonthelightrailtrainitself.Thiswasinanefforttobettertargetthesubgroupoflight-rail-only-riders.


Table1a:NumberofRidersInterviewedbyInterceptLocation(non-weighted)

Location

IncludesPhoenixOversample

BeforePhoenixOversample

#Completes

%TotalSample

#Completes

%MainSample

CentralStation 80 10% 54 8%MetrocenterTransitCenter 75 10% 51 8%DesertSkyTransitCenter 74 9% 51 8%ParadiseValleyTransitCenter 57 7% 36 6%EdPastorTransitCenter 56 7% 35 5%SunnyslopeTransitCenter 53 7% 30 5%TempeTransportationCenter 46 6% 46 7%MesaDr/MainSt.TransitCenter 41 5% 41 6%SuperstitionSpringsTransitCenter 36 5% 36 6%59thAvenueandOlive 35 4% 35 5%Montebelloand19thAve.TransitCenter 32 4% 32 5%Price-101Fwy/ApacheBlvd 25 3% 25 4%Central/CamelbackStation 16 2% 16 2%University/RuralStation 16 2% 16 2%ChandlerFashionCenter 10 1% 10 2%ChandlerPark-and-Ride(Hamilton&Germann) 5 1% 5 1%LIGHTRAILTRAIN 132 17% 132 20%Total 789 100% 651 100%

Table1b:ResidenceofRiders

City

2018n=789

A

2016n=736

B2014n=748

2013n=764

2012n=602

2011n=761

Phoenix 54% 54% 55% 56% 62% 56%Mesa 17% 18% 12% 14% 10% 12%Tempe 12% 11% 12% 12% 12% 10%Glendale 7% 8% 5% 6% 5% 7%Chandler 3% 3% 4% 3% 3% 2%Scottsdale 1% 2% 2% 4% 1% 3%Peoria 1% 1% 1% 2% 1% 1%Gilbert 1% 2% 2% 2% 1% 1%Tolleson 1% <1% <1% Avondale 1% 1% 1% 3% 2% 1%QueenCreek 1% - <1% Laveen 1% - - Other <1% 1% 6% 3% 3% 7%ABindicatessignificantlydifferentthanotheryearat95%confidencelevelNote:2013-2018dataareweighted.


B. SignificanceTestingamongSubgroups

Throughout this report, superscript letters ABCDE appear in certain charts and graphs. These lettersindicate that the figure is statisticallyhigher, at the95%confidence interval, than the figure in theothercolumnorbarwiththatletter.Forexample, inthetablebelow,theAafter35% inColumnBforYesmeansthatthepercentageof2016riderswhoansweredYesissignificantlyhigherthanthepercentageof2018ridersinColumnAwhogavethatsameanswer.Inyearlytrackingchartsandtables,thecurrentyear’sresultsaregenerallyonlystatisticallycomparedinthismannertothepreviousyear’sresultsforthesamequestion.

Response

2018n=789A

2016n=736

B Yes 15% 35%A


C. CharacteristicsoftheSampleThis year, as in the prior four waves of the study, interviews were conducted using in-personintercepts.InterceptorsusediPadtechnologytorecordsurveyresponses,allowingreal-timetrackingofresults.Thetablebelowshowsthedatacollectionmethodsusedfortheridersatisfactionsurveys.

Researchconducted: MethodofDataCollection

2009andearlier Phone

2010/2011 In-personintercepts(paper)withphonesupplements

2012/2013/2014/2016/2018 In-personintercepts(iPad)Ananalysisofthe2011surveydatacomparingtheinterceptresultstothetelephoneresultsindicatedthatmovingtoan intercept-onlymethodologymayhaveplayedapart intheshiftingdemographicsthatoccurredin2012.Thus,theimpactofthemethodologyshiftfromalltelephoneforstudiesdonein2009andearliertoallinterceptshouldbeconsideredwhenviewingresults.

* * * * * * * * * *


Self-reporteddemographicsofridersasawholeweregenerallycomparableto2016figures.Notably,the average household income reported by riders had previously declined since 2013 but has nowincreasedagain toanaverageof$31.9 thousanddollarsperyear.This year theproportionearninglessthan$20Kannuallydecreasedsignificantlyto42%(downfrom49%in2016)andtheproportionearning$30to$60Kincreasedsignificantly(28%vs.21%in2016).

Table2a:SummaryofDemographicCharacteristics

Demographics2018A

2016B 2014 2013 2012 2011 2010 2009 2008 2006

Gender Male 52% 51% 51% 52% 50% 54% 59% 49% 50% 50%Female 48% 49% 49% 48% 50% 46% 41% 51% 50% 50%

Age Under25 26% 24% 31% 39% 34% 26% 26% 15% 20% 25%25to54 53% 52% 46% 45% 57% 55% 51% 60% 57% 59%55andolder 18% 17% 20% 12% 9% 18% 20% 24% 21% 16%Refused 3% 7%A 3% 4% <1% 1% 3% 1% 2% -Average 38.1 38.7 37.4 33.8 34.5 38.2 39.8 43.0 41.2 39.1

EthnicOrigin White 39% 40% 42% 38% 38% 48% 50% 59% 60% 64%Hispanic 23% 22% 24% 24% 28% 23% 20% 16% 15% 19%Black 18% 19% 14% 17% 22% 15% 14% 10% 11% 11%Other 12% 11% 13% 11% 11% 8% 10% 12% 10% 6%Refused/NA 8% 8% 7% 10% <1% 6% 6% 4% 4%

Income <$20,000 42% 49%A 46% 33% 54% 37% 35% 25% 26% 40%>$20Kto$30K 17% 17% 15% 20% 20% 18% 17% 15% 15% 26%>$30Kto$60K 28%B 21% 24% 31% 21% 27% 29% 28% 31% 27%$60,000+ 13% 13% 15% 16% 5% 18% 19% 32% 28% 7%Avg.(000) $31.9 $29.9 $31.6 $35.2 $24.7 $36.6 $35.6 $45.5 $39.7 $28.0

Employment Full-time 36% 41% 39% 31% 41% 42% 38% 56% 61% Student 19% 19% 23% 32% 30% 20% 19% 12% 13% Part-time 21% 22% 18% 23% 21% 18% 19% 14% 12% AllUnemployed 15% 13% 12% 10% 14% 15% 17% 11% 8% Unemployed–seekingwork

10% 10%

Unemployed–notseekingwork

5% 3%

Retired 8% 8% 9% 6% 4% 9% 8% 9% 6% Disabled 4% - 4% 2% 1% 3% 2% 2% 4% Housespouse 2% 3% 3% 1% 2% 1% 1% 1% 1% Selfemployed 1% - 1%

ABindicatessignificantlydifferentthanotheryearat95%confidencelevelNote:2013-2018dataareweighted**Beginningin2016:Optionforunemployedwassplitintotwoseparateoptions


Fourinfive(80%)ridersreportedcarryingamobilephoneatthetimeofbeingsurveyed.Nineintenriders(90%)carryingamobilephonereportedthatitwasaSmartphone,whichrepresentsasignificantincreaseover81%in2016and71%in2014.WhilethepercentageofAndroidusersdroppedslightlyto71%,asignificantlyhigherproportionofsmartphoneusersreportedusinganiPhone(26%,upfrom20%butnotashighasthe31%measuredin2014).Aswasthecasein2016,lessthanonequarter(23%)oftotalridersreportedtheycouldhaveusedavehicle intheirhousehold inplaceof theircurrenttransit trip.Fewerthanhalf (44%)of total ridersreported having a valid driver’s license, representing the lowest levelmeasured in the last severalyearscontinuesadownwardtrendfirstobservedin2016.

Table2b:MiscellaneousSampleCharacteristics

Demographics2018A

2016B 2014 2013 2012 2011 2010

Havemobilephoneonbus/train 80% 80% 78% %mobilephonesaresmartphones 90%B 81% 71% Typeofsmartphone

Android 71% 76% 59% Apple/iPhone 26%B 20% 31% Windows <1% 1% 2% Samsung <1% - 1% Cricket <1% - 1% Blackberry - 1% 2%

Accesstovehicle* 23% 23% Havevaliddriver’slicense 44% 47% 56% 54% 54% 54% 57%

ABindicatessignificantlydifferentthanotheryearat95%confidencelevel*Beginningin2016,accesstoavehiclewasdeterminedwithanewseriesofquestionscomparedtopreviousyears.Inprioryears,riderswereaskedwhethertheyhadaccesstoanyvehicleforpersonaluse.In2016and2018,theywereaskedtoindicatewhetheravehiclecurrentlyattheirhouseholdcouldhavebeenusedfortheircurrenttrip.Note:2013-2018dataareweighted


II. RiderCharacteristicsA. LengthofTimeUsingPublicTransit Onaverage,ridersreportusingpublictransitfornearlyeightyears(7.9),whichisoneyearlongerthantheaveragemeasured in2016. Theproportion riding transit formore than tenyears increased to27%in2018(upfrom20%in2016and19%in2014).

Table3a:HistoryofPublicTransitUsageintheValley

TimePeriod

2018n=789A

2016n=736

B2014n=748

2013n=764

2012n=602

2011n=761

2010n=729

<6months 8% 10% 16% 15% 15% 10% 9%6to12months 10% 10% 10% 8% 13% 11% 8%1-2years 18% 15% 17% 23% 24% 18% 13%3-5years 22% 26% 22% 22% 22% 21% 24%6-10years 16% 20% 17% 15% 14% 17% 21%11-20years 14% 10% 10% 11% 8% 13% 15%20years+ 13% 10% 9% 6% 4% 8% 10%Don’tknow/refused * * * * * 2% --Avg.(yrs) 7.9 6.9 6.3 5.7 4.6 6.7 7.6

Q1:HowlonghaveyoubeenusingpublictransitasameansoftransportationintheValley?ABindicatessignificantlydifferentthanotheryearat95%confidencelevelNote:2013,2014,2016and2018dataareweighted*Lessthan.5%


Dual-moderiderstendtohavethelongesttenureusingpublictransportationintheValley(8.7yearsonaverage).Asexpected,lightrailonlyridershavebeenusingpublictransportationforasignificantlyshorterperiodoftime(5.6years)thanbothbusonlyriders(8.2years)anddual-moderiders.

Table3b:PublicTransitUsagebyMode

TimePeriod

2018Totaln=789

BusOnlyRidersn=239A

Bus/LightRailRidersn=392

B

LightRailOnlyRiders

n=158C

<6months 8% 8% 7% 7%6to12months 10% 11% 8% 13%1-2years 18% 16% 16% 26%AB3-5years 22% 20% 21% 25%6-10years 16% 17% 17% 14%11-20years 14% 13% 18%C 8%20years+ 13% 15%C 14%C 7%Don’tKnow * * * *Avg.inyrs 7.9 8.2C 8.7C 5.6

ABCindicatessignificantlydifferentthanothersubgroupat95%confidencelevelNote:dataareweighted*<.5%

7.9

8.2C8.7C

5.6

7.97.9

5.49.2A

12AB

8.08.1

6.08.5A

7.28.7A

7.49.1A

0 2 4 6 8 10 12 14

AllRidersn=789

BusOnlyn=239(A)Bus/LightRailn=392(B)LightRailOnlyn=158(C)

Malen=412(A)Femalen=377(B)

Under34n=360(A)35-54n=261(B)55+n=141(C)

Caucasiann=307(A)Othern=422(B)

Accesstocarn=183(A)Nocarn=606(B)

Workfullorpartsmen=406(A)Othern=383(B)

Ride<5days/weekn=211(A)Ride5+days/weekn=419(B)

#Years

HistoryofPublicTransitUsage-Avg.#years


B. FrequencyofRidingPublicTransit1. FrequencyofRidingBus Nearly four in ten bus riders (39%) reported riding the bus six to seven days aweek,which is asimilarproportioncomparedtorecentyears.Dual-moderidersweremorelikelythanbus-onlyriderstoreportridingsixtosevendaysaweek(43%vs.31%).Ridersages35to54weresignificantlymorelikelythanyoungerandolderbusriderstoreportridingsixorsevendaysaweek(44%vs.34%and37%,respectively).Thismiddle-agedgroupridesthebusanaverageof5timesperweekcomparedto4.6foryoungerridersand4.7forolderriders.

Table4a:FrequencyofRidingBusEachWeekAmongBusRiders

Frequency

2018n=631A

2016n=592

B2014n=613

2013n=612

2012n=502

2011n=617

2010n=632

Lessthan1x/wk 4% 4% 4% 3% 3% 7% 5%Oneday 4% 3% 3% 4% 3% 5% 3%Twodays 6% 7% 9% 6% 4% 8% 7%Threedays 9% 10% 12% 8% 8% 12% 10%Fourdays 11% 10% 10% 10% 12% 14% 13%Fivedays 28% 28% 24% 33% 28% 21% 26%Sixtosevendays 39% 38% 37% 35% 41% 33% 35%Average 4.8 4.7 4.7 4.8 5.0 4.3 4.7Q2.Inanaverageweek,howmanydaysdoyouridethebus(THISDOESNOTINCLUDELIGHTRAILTRIPS)?ABindicatessignificantlydifferentthanotheryearat95%confidencelevelNote:2013,2014,2016and2018dataareweighted

Table4b:FrequencyofRidingBusEachWeek:ByMode

AmongBusRiders

Frequency2018n=631

BusOnlyn=239A

Bus/LightRailn=392

B

Lessthan1x/wk 4% 4% 3%Oneday 4% 4% 4%Twodays 6% 6% 6%Threedays 9% 8% 9%Fourdays 11% 12% 11%Fivedays 28% 34%B 24%Sixtosevendays 39% 31% 43%A

Average 4.8 4.6 4.9ABindicatessignificantlydifferentthanothersubgroupat95%confidencelevelNote:2018dataareweighted


4.8

4.94.7

4.65.0AC

4.7

4.74.8

4.05.0A

4.94.7

0 1 2 3 4 5 6 7

AllRidersn=631


Under34n=274(A)35-54n=223(B)55+n=114(C)




#Days

AverageWeeklyUsage:Bus(#days)


2. FrequencyofRidingLightRail Amonglightrailriders,theaveragereportedfrequencyofriding lightrail increasedslightlyto3.8daysperweekin2018.Light-rail-onlyridersreportedasignificantlyhigherdailyaverageusagethandual-moderiders(4.3daysaweekvs.3.6daysaweek).Lightrailonlyridersweresignificantlymorelikelytoridefivedaysaweekthanwerethosewhoridethebusandlightrail(28%vs.17%).

Table5a:FrequencyofRidingLightRailEachWeekAmongLightRailRiders

Frequency

2018n=550A

2016n=522

B2014n=501

2013n=472

2012n=247

2011n=494

Lessthan1x/wk 13% 16% 27% 18% 14% 20%Oneday 10% 10% 13% 12% 6% 13%Twodays 10% 12% 10% 10% 14% 11%Threedays 11% 12% 10% 11% 13% 11%Fourdays 9% 8% 6% 9% 7% 7%Fivedays 20% 17% 13% 19% 20% 15%Sixtosevendays 27% 24% 19% 21% 24% 19%Don’tknow/Refused 1% * 2% * 2% 3%Average 3.8 3.6 2.9 3.4 3.7 3.2Q3.Inanaverageweek,howmanydaysdoyouridethelightrail(THISDOESNOTINCLUDEBUSTRIPS)?ABindicatessignificantlydifferentthanotheryearat95%confidencelevelNote:2013,2014,and2016dataareweighted*<.5%

Table5b:FrequencyofRidingLightRailEachWeekbyModeAmongLightRailRiders

Frequency2018n=550

Bus/LightRailRidersn=392A

LightRailOnlyn=158

B

Lessthan1x/wk 13% 15% 8%Oneday 10% 12% 4%

Twodays 10% 12% 6%Threedays 11% 10% 13%

Fourdays 9% 7% 12%

Fivedays 20% 17% 28%A

Sixtosevendays 27% 26% 28%

Don’tknow/Refused 1% 1% 1%Average 3.8 3.6 4.3A

ABindicatessignificantlydifferentthanothersubgroupat95%confidencelevelNote:2018dataareweighted


Onaverage,weeklyusageoflightrailwashigheramongmenthanwomen(4.0daysvs.3.6days).Asexpected,thosewithoutaccesstoacaruselightrailmorefrequentlythandothosewithaccesstoavehicle(3.9vs.3.4averagedaysperweek).

3.8

4.0A3.6

3.74.1

3.6

3.93.8

3.43.9A

3.93.7

0 1 2 3 4 5

AllRidersn=550


Under34n=252(A)35-54n=181(B)

55+n=97(C)




#Days

AverageWeeklyUsage:LightRail(#days)


C. ChangeinFrequencyofUsingPublicTransit In2018, ridersweresignificantlymore likely than in2016and2014 to reportusingpublic transitmoreoftenthantheydidayearago(52%upfrom46%).Thisshiftisduetofewersaying“thesame”and“don’tknow”thisyear.Nearlyoneinten(8%)againreportedridingitlessoften.Busridersweresignificantlymorelikelythandual-moderidersandthosewhoonlyridelightrailtoreportridingpublictransitlessoftencomparedtooneyearago(13%vs.8%and5%,respectively).Ridersunder55weresignificantlymorelikelythanthoseage55oroldertoreportridingmoreoften(54%vs.44%).

Table6a:FrequencyofPublicTransitUsageComparedtoPreviousYear

Frequency

2018n=789A

2016n=736

B2014n=748

2013n=764

2012n=602

2011n=761

Moreoften 52%B 46% 46% 52% 62% 46%Lessoften 8% 8% 9% 9% 5% 12%Thesame 39% 42% 42% 37% 27% 39%Don’tknow 1%B 3% 3% 2% 6% 3%

ABindicatessignificantlydifferentthanotheryearat95%confidencelevelNote:2013,2014,2016and2018dataareweighted

52%

8%

39%

1%

47%

13%BC

39%

1%

54%

8%

38%

0%

56%

5%

39%

0%

0% 10% 20% 30% 40% 50% 60%

Moreoten

Lessoten

Thesame

Don'tknow

ChangeinFrequencyofUsingPublicTransit

Totaln=789BusOnlyn=239(A)Bus/LightRailn=392(B)LightRailOnlyn=158(C)

Q4. Compared to one year ago, would you say that you are using public transit more often, less often or the same as you did a year ago?

ABC indicates significantly different than other subgroup at 95% confidence level Note: 2018 data are weighted


Theprimaryreasonsgivenforridingtransitlessoftencomparedtooneyearagowerehavingaccesstoacarandcarpoolingmore.

Table6b:ReasonforUsingPublicTransitLessOften

Amongthoseusingpublictransitlessoftenthantheydidoneyearago

Reason

2018TotalRidersn=66

BusOnlyRiders*n=30

Bus/LightRail

Riders*n=29

LightRailOnly

Riders*n=7

Ihaveaccesstoacarnow 38% 11 11 2Carpoolmore 10% 2 3 1Weather/Toohotoutside 6% 2 2 -Movedclosertowork/school 5% 2 2 -Busschedule/hoursnotadequate 5% 1 2 -Takestoolong/notontime 5% 3 - -Donotlikepeoplewhoride 3% 1 1 -Notaccessible 3% - 1 1Other** 24% 6 7 2Don’tknow/Noanswer 8% 4 - 1Q4A:Whydoyouthinkyouareusingpublictransitlessoftenthanyouwereoneyearago?Note:2018dataareweighted*Duetosmallsamplesizes,frequenciesareshown.Statisticalsignificancenotconducted.**Includesresponseswithonly1mention


47%

25%

16%

12%

46%

25%

19%

10%

0% 10% 20% 30% 40% 50%

0

1

2

3+

VehiclesAvailableinHousehold

2018

2016

44%

23%

43%

23%

10% 20% 30% 40% 50%

Amongthosewithvehiclesavailable

BasedtoTotalRiders

CouldHaveUsedHHVehicleforTransitTrip

2018

2016

D. VehicleAvailableforPersonalUse In 2016 a new sequence of questionswas asked to arrive at the proportion of riderswith vehicleaccess.Riderswereaskedtoprovidethenumberofvehiclesintheirhouseholdandthosewithatleastonevehiclewereaskedifanyofthevehiclescouldhavebeenusedinplaceoftheircurrenttransittrip.Similarto2016,thisyearnearlyhalfofriders(47%)reportedtherewerenovehiclesavailableintheirhousehold.

Againin2018,23%oftotalriderscouldhaveusedapersonalvehicleforthetriptheywereonwheninterviewed.Light-rail-onlyridersweresignificantlymorelikelythandualmodeandbusonlyriderstohave had the option to use a household vehicle for their trip (38% vs. 19% and 20%). Riders agesunderage35,employedriders,andthosewhotypicallyridetransit lessthanfivedaysaweekweremorelikelythantheircomparativegroupstohavehadtheabilitytouseahouseholdvehiclefortheirtransittrip(29%vs.19%ofthose35+,26%vs.20%unemployed,28%vs.15%ofthosewhoride5+daysperweek).

D1.Howmanyvehicles(cars,trucksormotorcycles)areavailableinyourhousehold?2018n=789,2016n=736

Couldyouhaveusedoneofthesevehiclesforthistrip?2018n=789,2016n=736


23%

20%19%

38%AB

23%23%

29%BC19%19%

22%

26%

26%B

20%

0% 20% 40% 60% 80%

AllRidersn=789



Under34n=360(A)35-54n=261(B)55+n=141(C)



CouldhaveUsedHouseholdVehicleforTripD1a.Couldyouhaveusedoneofthesevehiclesforthistrip?2018n=416,2016n=396


44%47%

56%54%54%54%57%

72%67%

0% 20% 40% 60% 80%

2018(A)2016(B)

2014201320122011201020092008

Driver’sLicense

E. Driver’sLicenseFewerthanone-halfofridersreportedhavingavaliddriver’slicense(44%),representingthelowestlevelinthepasttenyearsofthissurvey.Thosesignificantlylesslikelythantheircomparativegroupstohaveadriver’slicenseincluded:BusOnlyorDual-Moderiders,ridersages34andyounger,minoritygroups,andthosewhowerenotemployed.

D2.Doyouhaveadriver’slicense?2018n=7892016n=736;2014n=748;2013n=764;2012n=602;2011n=761;2010n=732;2009n=717;2008n=653ABindicatessignificantlydifferentthanotheryearat95%confidencelevelNote:2013-2018dataareweighted

44%

36%42%

60%AB

42%46%

37%49%A

57%A

52%B

42%

52%B

35%

0% 20% 40% 60% 80% 100%

AllRidersn=789



Under34n=360(A)35-54n=261(B)55+n=141(C)



Driver'sLicense


III. TripCharacteristics A. HowRidersTraveltoPublicTransitFourinfivetransitusers(79%)reportedwalkingtothetransitstopwheretheyfirstboardedpublictransitfortheday.Biking,driving/ridingwithothers,anddrivingaloneweretheotherprimarywaysridersreachedpublictransit(mentionedby7%,6%and5%,respectively).Thefindingsaregenerallysimilartothethreepriorstudyperiodswiththeexceptionofanincreaseindrivingaloneandridinganeighborhoodcirculatorcomparedto2016.Whereasbus-onlyridersweremost likelytoreportwalking(85%vs.79%dualmodeand71%light-rail-onlyriders),light-rail-onlyridersweresignificantlymorelikelytoreportdrivingalone(13%)thanweredual-mode(5%)andbusonlyriders(3%).Additionally,dualmoderidersweretwiceaslikelytoreportbiking to transit thanwerebus-only riders (8%vs.4%andcompared to7%of light railonlyriders).

Table7a:HowRidersTraveltoPublicTransit

TransportationMethod

2018n=678*

A

2016n=736

B2014n=748

2013n=764

2012n=602

2011n=761

2010n=732

Walk 79% 79% 75% 77% 93% 78% 80%Bike 7% 9% 6% 8% 4% 7% 7%Drive/ridewithothers 6% 8% 10% 9% 2% 5% 4%Drivealone 5%B 3% 5% 6% 1% 6% 12%Neighborhoodcirculator 2%B <.5% 2% 1% 1% -- 2%Uber/Lyft/ride-hailservice

1% -- <.5% -- -- -- --

Wheelchair/scooter <.5% <.5% 1% <.5% <.5% <.5% <.5%Vanpool -- 1% <.5% <.5% -- 6% --Taxi <.5% -- <.5% -- -- 5% --Q9:Howdidyougettothetransitstopwhereyoufirstboardedpublictransittoday(eitherbusorlightrail)?ABindicatessignificantlydifferentthanotheryearat95%confidencelevelNote:2013-2018dataareweightedNote:In2013,questionwordingwasmodifiedtoreferencethefirstboardingstoponthatdayoftheriderbeinginterviewed*ImportantSampleSizeExplanation:Duetoamisunderstandingofthequestion,notallresponsesareincludedinthe2018data.111ridersclaimedValleyMetroBusorLightRailwasthemodeoftransportationtheyusedtogettoreachthetransitstopwheretheyfirstboardedpublictransit.Sincethesearenotvalidanswerstothequestion,theseresponseshavebeenexcluded.


Table7b:HowRidersTraveltoPublicTransitbyMode


2018Totaln=678*

BusOnlyRidersn=210*

A

Bus/LightRailRidersn=343*

B

LightRailOnlyRidersn=125*

C

Walk 79% 85%C 79% 71%Bike 7% 4% 8%A 7%Drive/ridewithothers 6% 5% 6% 5%Drivealone 5% 5% 3% 13%ABNeighborhoodcirculator 2% 1% 2% 3%Uber/Lyft/ridehailservice,etc. 1% 1% 1% -

ABCindicatessignificantlydifferentthanothersubgroupat95%confidencelevel*ImportantSampleSizeExplanation:Duetoamisunderstandingofthequestion,111ridersclaimedValleyMetroBusorLightRailwasthemodeoftransportationtheyusedtogettoreachthetransitstopwheretheyfirstboardedpublictransit.Sincethesearenotvalidanswerstothequestion,theseresponseshavebeenexcluded.

B. HowRidersTraveltoDestinationafterTrip

Astrongmajorityofriders(82%)reportedtheywouldwalk totheirfinaldestinationaftergettingoffontheirlasttransitstopforthetrip.Asmallpercentageindicatedtheywouldbike,drivealoneordrive/ride with others (6%, 4% and 4%, respectively). Although only 2% stated they would ride aneighborhoodcirculator,thisisupsignificantlyfrom2016whenonly.2%reportedusingonetoreachtheirfinaldestination.

Table8a:HowRidersTraveltoDestinationafterTrip


2018n=789679*A

2016n=736

B2014n=748

2013n=764

2012n=602

2011n=761

2010n=732

Walk 82% 81% 88% 83% 94% 92% 94%Bike 6% 9% 5% 8% 4% 2% 6%Drive/ridewithothers 4% 5% 2% 7% 2% -- 1%Drivealone 4% 3% 1% 2% 1% 6% --Neighborhoodcirculator 2%B <.5% 1% <.5% 1% 2% 1%Uber/Lyftorotherride-hailservice 1% -- -- -- -- -- --Wheelchair/scooter <.5% <.5% 1% 1% -- -- 1%

Q10:Afteryougetoffatyourlaststoponthistrip,howwillyougettoyourfinaldestination?ABindicatessignificantlydifferentthanotheryearat95%confidencelevelNote:2013-2018dataareweightedNote:In2013,questionwasmodifiedtoreferencethefinalboardingstopofthecurrenttrip*ImportantSampleSizeExplanation:Duetoamisunderstandingofthequestion,notallresponsesareincludedinthe2018data.110ridersclaimedValleyMetroBusorLightRailwasthemodeoftransportationtheyusedtoreachtheirfinaldestinationaftertheirlasttransitstopoftheircurrenttrip.Sincethesearenotvalidanswerstothequestion,theseresponseshavebeenexcluded.


Bus-only and dual-mode riders were significantly more likely to report walking to their finaldestinationcomparedtolightrailonlyriders(87%and3%vs.73%,respectively).Light-rail-onlyridersweremorelikelytodrivealone(9%vs.2%ofdual-moderidersand3%ofbusonlyriders).Again,dualmoderidersweretwiceaslikelytoreportbikingtotransitthanwerebus-onlyriders(8%vs.4%andcomparedto7%oflightrailonlyriders).

Table8b:HowRidersTraveltoDestinationafterTrip:ByMode


2018Totaln=679*

BusOnlyRidersn=212*

A

Bus/LightRailRidersn=343*

B

LightRailOnlyRidersn=125*

C

Walk 82% 87%C 83%C 73%Bike 6% 4% 8%A 7%Drive/ridewithothers 4% 4% 3% 7%Drivealone 4% 3% 2% 9%BNeighborhoodcirculator 2% 1% 2% 2%Uber/Lyftorotherride-hailservice 1% 1% 1% 1%ABCindicatessignificantlydifferentthanothersubgroupat95%confidencelevel*ImportantSampleSizeExplanation:Duetoamisunderstandingofthequestion,111ridersclaimedValleyMetroBusorLightRailwasthemodeoftransportationtheyusedtoreachtheirfinaldestinationafterthelasttransitstopoftheircurrenttrip.Sincethesearenotvalidanswerstothequestion,theseresponseshavebeenexcluded.


C. LikelihoodofUsingSelf-DrivingShuttle/OnDemandRideServicetoReachTransitCenter/LightRailStation

One-third(32%)oftransitusersindicatedtheywouldbelikelytouseanon-demandrideservice,suchasUberorLyft,toreachanearbytransitcenterorlightrailstation(23%rated“5-verylikely”+9%rated“4”).Slightlyfewer(29%)reportedbeinglikelytouseaself-drivingshuttleorautonomousvehicletoreachpublictransit(21%verylikely+8%“4”rating).Asmightbeexpected,thelikelihoodofusingeitherofthesealternatemodesdeclinessignificantlyasageincreases.Ridersage34andyoungerweresignificantlymorelikelytoexpressawillingnesstouseon-demandrideservices(40%4/5ratings)andself-drivingvehicles(37%4/5ratings).Thelikelihoodpercentagesdroppedto30%foron-demandandto27%forself-drivingvehiclesamongthoseages35to54,andfellevenfurtheramongtheoldestriders(19%-18%forthose55+).Ofnote,residentsofaminorityethnicityweresignificantlymorelikelytoindicatetheyarelikelytouseanon-demandrideservice(39%4+5ratingvs.25%ofCaucasians)

QNew2018_1.Howlikelywouldyoubetouseeachoneofthefollowingalternativemodesoftransportationtoreachanearbytransitcenterorlightrailstation?Note:2018Totaldataisweighted.

23%

21%

9%

8%

32%

29%

0% 20% 40% 60% 80% 100%

Ondemandrideservice(likeUberorLyt)

Self-drivingshuvle/autonomousvehicle

LikelihoodofUsingNewAlternafveModestoReachTransitRate“4”or“5–VeryLikely”

5-VeryLikely 4


Busonlyanddual-moderidersweresignificantlymorelikelythanlightrailonlyriderstoreportbeing“verylikely”tousethesealternativemodesasameanstogettotransitcentersorlightrailstations(25%vs.15%foron-demandserviceand22%/23%vs.12%forself-drivingvehicles).

Table9a:LikelihoodofUsingOn-DemandRideService,likeUber/Lyft,toReachTransit

Satisfaction

2018Totaln=789

BusOnlyRidersn=239A


B

LightRailOnlyRidersn=158

C

Toptwo(4+5ratings) 32% 36%C 34%C 23% 5-VeryLikely 23% 25%C 25%C 15%4 9% 11% 9% 8%3 16% 12% 14% 26%AB2 8% 8% 7% 11%1-NotatallLikely 41% 41% 42% 39% ABCindicatessignificantlydifferentthanothersubgroupat95%confidencelevelQNew2018_1.Howlikelywouldyoubetouseeachoneofthefollowingalternativemodesoftransportationtoreachanearbytransitcenterorlightrailstation?Note:2018Totaldataisweighted.Table9b:LikelihoodofUseSelf-DrivingShuttle/AutonomousVehicletoReachTransit

Satisfaction

2018Totaln=789

BusOnlyRidersn=239A


B


C

Toptwo(4+5ratings) 29% 31%C 30%C 23% 5-VeryLikely 21% 22%C 23%C 12%4 8% 9% 7% 11%3 12% 8% 11% 18%AB2 5% 6% 5% 8%1-NotatallLikely 50% 50% 50% 48%Don’tknow 4% 5% 4% 3%ABCindicatessignificantlydifferentthanothersubgroupat95%confidencelevelQNew2018_1.Howlikelywouldyoubetouseeachoneofthefollowingalternativemodesoftransportationtoreachanearbytransitcenterorlightrailstation?Note:2018Totaldataisweighted.


IV. SystemSatisfactionA. SatisfactionwithBusServiceElementsBusriderswereaskedtoratetheirsatisfactiononavarietyofbusserviceelementsandratedeachona scale where a “1” means Very Dissatisfied and a “5” means Very Satisfied. Bus riders gave thehighestsatisfactionratingstousefulnessof theTransitBook (83%gavea4/5rating)andvalueofserviceforfarepaid(82%4/5rating). Thelowestratingswasforcleanlinessatthebusstop(48%rated4/5). In2018,busriderswereaskedforthefirsttimetoevaluateusingtheRideKickappforplanningtheirtripsandnearlythreeinfourofthosewithanopinionratedithighly(73%rated4or5;NOTE:Lessthan25%ofriderswereabletoofferanopinionoftheapp).Comparedto2016,satisfactionlevelsincreasedsignificantlyforthreeattributes:Valueofserviceforfarepaid(82%upfrom72%),abilitytotransferbetweenbuses(68%upfrom61%),andbusarrivalanddeparturetimes(62%upfrom54%).Satisfactiondecreasedsignificantlyforcleanlinessatthebusstop(48%in2018vs.58%in2016).

62%59%60%61%

51%58%

50%52%56%

36%46%48%43%

32%26%

21%23%19%17%

26%17%

25%22%17%

34%23%21%

25%30%

22%

83%82%

79%78%77%75%75%74%73%

70%69%69%68%

62%48%

0% 20% 40% 60% 80% 100%

UsefulnessofTransitBookValueofserviceforfarepaid

Customerservicewhencalling602-253-5000NextRidetextorcallfornextbusarrival

PersonalsafetyDownloadingeTransitBookmaps/schedules

DrivercourtesyOnlinetripplanner

UsingthenewRidekickmobileapptoplanCleanlinessinsidethebus

NosficasonofservicechangesAvailabilityoflocasonstopurchasepasses

AbilitytotransferbetweenbusesBusarrival/departuresmesCleanlinessatthebusstop

OverallSafsfacfonofBusElementsRate“4”or“5–VerySassfied”

5-verysassfied 4


Table10a:HistoryofSatisfactionwithBusServiceElementsTopTwoBoxPercentages

AmongBusRiderswithanopinion

BusServiceElements

2018n=179-626

A

2016n=288-586

B2014

n=273-5932013

n=313-6112012

n=360-5002011

n=408-6252010

n=362-629UsefulnessofTransitBook 83% 80% 81% Valueofserviceforfare

paid82%B 72% 71% 63% 80% 72% 63%

Customerservicewhencalling602-253-5000

79% 76% 76% 71% 81% 76% 76%

NextRidetextorcallfornextbusarrival

78% 77% 70% 71%

Personalsafety 77% 78% 79% Drivercourtesy 75% 71% 71% 69% 78% 75% 77%DownloadingeTransitBook

mapsandschedulesfromwebsite

75% 76% 79% 76%

Onlinetripplanner 74% 79% 79% 77% 82% 76% 73%UsingthenewRidekick

mobileapptoplanyourtrip

73%

Cleanlinessinsidethebus 70% 70% 72% 62% 73% 69% 65%Availabilityoflocationsto

purchasepasses69% 69% 72%

Notificationofservicechanges2

69% 71% 70% 72% 77% 70% 66%

Abilitytotransferbetweenbuses

68%B 61% 65% 60% 75% 65% 61%

Busarrival/departuretimes1

62%B 54% 56% 54% 66% 59% 58%

Cleanlinessatthebusstop 48% 58%A 60% 51%

Q5:BasedonyourexperienceonyourtypicaltripRIDINGTHEBUSoverthepast30days,pleaseindicateyourlevelofsatisfactionwiththefollowingBUSserviceelements.Pleaseuseascalefrom1to5where1means“verydissatisfied”anda5means“verysatisfied”

1Slightwordingchangein20162Slightwordingchangein2014ABindicatessignificantlyhigherthanotheryearat95%confidencelevelNote:2013-2018dataareweighted


Bus-onlyridersweresignificantlymorelikelythandual-ridemoderiderstobesatisfiedwiththelevelofpersonalsafety(83%vs.73%),drivercourtesy(82%vs.71%),andcleanlinessatthebusstop(54%vs.44%).

Table10b:SatisfactionwithBusServiceElementsTopTwoBoxPercentages

AmongBusRiderswithanopinion

BusServiceElements

Total2018

n=179-626

BusOnlyRiders

n=63-239A

Bus/LightRailRidersn=116-388

B

UsefulnessofTransitBook 83% 83% 83%Valueofserviceforfarepaid 82% 83% 82%Customerservicewhencalling602-253-5000 79% 79% 79%NextRidetextorcallfornextbusarrival 78% 75% 80%Personalsafety 77% 83%B 73%Drivercourtesy 75% 82%B 71%DownloadingeTransitBookmapsandschedules

fromwebsite75% 79% 74%

UsingthenewRidekickmobileapptoplanyourtrip 73% 65% 77%Onlinetripplanner 74% 74% 74%Cleanlinessinsidethebus 70% 73% 68%Availabilityoflocationstopurchasepasses 69% 67% 71%Notificationofservicechanges2 69% 71% 68%Abilitytotransferbetweenbuses 68% 69% 67%Busarrival/departuretimes1 62% 59% 64%Cleanlinessatthebusstop 48% 54%B 44%

1Slightwordingchangein20162Slightwordingchangein2014ABindicatessignificantlydifferentthanothersubgroupat95%confidencelevelNote:2013,2014,2016and2018dataareweighted


B. SatisfactionwithLightRailServiceElementsLightrailriderswereaskedtoratetheirsatisfactiononavarietyoflightrailserviceelements,ratingeachonascalewherea“1”meansVeryDissatisfiedanda“5”meansVerySatisfied.Lightrailridersgave the highest satisfaction ratings to train arrival times (88% gave a 4/5 rating), ease ofpurchasingpassesat farevendingmachines (87%),andvalueofservice for farepaid (86%). Fourelementsexperiencedsignificantdecreasesinsatisfactioncomparedto2016:customerservice (79%vs. 86%), cleanliness inside the train (77% vs. 85%), cleanliness at the stations (73% vs. 84%), andpersonalsafety(71%vs.80%).In2018,railuserswereaskedforthefirsttimetoevaluateusingtheRideKickappforplanningtheirtrips;sevenintenofthosewithanopinionratedithighly(70%rated4or5).

62%

66%

65%

57%

60%

57%

57%

56%

59%

54%

44%

42%

45%

46%

51%

26%

21%

21%

27%

24%

26%

25%

25%

20%

24%

33%

31%

26%

25%

19%

88%

87%

86%

84%

84%

83%

82%

81%

79%

78%

77%

73%

71%

71%

70%

0% 20% 40% 60% 80% 100%

Trainarrivalsmes

Easetopurchasepassesatfarevendingmachines

Valueofserviceforfarepaid

Trainstasonkiosksignage

NextRidetextorcallfornexttrainarrival

Quanstyandqualityofonboardannouncements

UsefulnessofTransitBook

Abilitytotransferbetweenbus&lightrail


OnlinetripPlanner

Cleanlinessinsidethetrain

Cleanlinessatthelightrailstasons

Personalsafety

Presenceoffareinspectors

UsingthenewRidekickmobileapptoplanyourtrip

OverallSafsfacfonofLightRailElementsRate“4”or“5–VerySassfied”

5-verysassfied 4


Table11a:HistoryofSatisfactionwithLightRailElements:

TopTwoBoxPercentagesAmongLightRailRiderswithanopinion

LightRailServiceElements

2018n=158-541A

2016n=314-513B

2014n=263-495

2013n=281-471

2012n=143-246

2011n=304-489

2010n=371-479

Trainarrivaltimes1 88% 90% 93% 88% 97% 90% 92%Easetopurchasepassesatfare

vendingmachines87% 90% 89%

Valueofserviceforfarepaid 86% 87% 86% 81% 91% 84% 86%Trainstationkiosksignage 84% 86% 87% NextRidetextorcallfornexttrain

arrival84% 85% 82% 77%

Quantityandqualityofonboardannouncements2

83% 88% 86%

UsefulnessofTransitBook 82% 80% 85% Abilitytotransferbetweenbus&

lightrail381% 81% 82% 77% 90% 84% 85%


79% 86%A 83% 76%

Onlinetripplanner 78% 81% 83% 79% Cleanlinessinsidethetrain 77% 85%A 87% 81% 90% 87% 91%Cleanlinessatthelightrailstations 73% 84%A 85% 81% Personalsafety 71% 80%A 82% Presenceoffareinspectors 71% 76% 75% UsingthenewRidekickmobileapp

toplanyourtrip70%

Q6:BasedonyourexperienceonyourtypicaltripUSINGLIGHTRAILoverthepast30days,pleaseindicateyourlevelofsatisfactionwiththefollowingLIGHTRAILserviceelements.Pleaseuseascalefrom1to5where1means“verydissatisfied”and5means“verysatisfied”

1Slightwordingchangein20132Slightwordingchangein20143AmongthoseridingthebusandlightrailABindicatessignificantlydifferentthanotheryearat95%confidencelevelNote:2013,2014,2016and2018dataareweighted


Dual-moderidersgavehighersatisfactionratingsthanrailonlyridersforallLightRailelementsandthedifferencewasstatisticallysignificantfor10ofthe15attributes.SeethetablebelowforthesuperscriptnotationintheBus/LightRailRiderscolumntoidentifythesestatisticallyrelevantdifferences.

Table11b:HistoryofSatisfactionwithLightRailElementsTopTwoBoxPercentages

AmongLightRailRiderswithanopinion

LightRailServiceElements

2018Total

n=158-541

Bus/LightRailRiders

n=105-384A

LightRailOnlyRidersn=37-158

BTrainarrivaltimes1 88% 91%B 79%Easetopurchasepassesatfarevendingmachines 87% 91%B 77%Valueofserviceforfarepaid 86% 87% 83%Trainstationkiosksignage 84% 85% 83%NextRidetextorcallfornexttrainarrival 84% 87% 79%Quantityandqualityofonboardannouncements2 83% 85% 79%UsefulnessofTransitBook 82% 86%B 74%Abilitytotransferbetweenbus&lightrail3 81% 82%B 65%Customerservicewhencalling602-253-5000 79% 83%B 66%Onlinetripplanner 78% 83%B 69%Cleanlinessinsidethetrain 77% 82%B 65%Cleanlinessatthelightrailstations 73% 76%B 64%Personalsafety 71% 75%B 61%Presenceoffareinspectors 71% 75%B 62%UsingthenewRidekickmobileapptoplanyourtrip 70% 74% 61%

1Slightwordingchangein20132Slightwordingchangein20143AmongthoseridingbusandlightrailABindicatessignificantlydifferentthanothersubgroupat95%confidencelevelNote:2018dataareweighted


C. OverallSatisfactionwithTransitServiceintheValleyMorethanfour infiveriders(81%)gavehighsatisfactionratingsforoveralltransitservice.This issimilar to the79% ratingachieved in2016and is in linewith2011/2012 levels. Transit ridersweresignificantlymorelikelytoreportbeing“verysatisfied”thisyearthaninthepriorthreestudyperiods(44%vs.38%in2016,36%in2014and34%in201).

Table12a:OverallSatisfactionwithTransitServiceAmongthosewithanopinion

Satisfaction

2018n=789A

2016n=736

B2014n=748

2013n=764

2012n=602

2011n=760

2010n=727

Toptwo(4+5ratings) 81% 79% 70% 76% 81% 78% 75%

5-VerySatisfied 44%B 38% 36% 34% 42% 36% 38%4 37% 41% 34% 42% 39% 42% 37%3 15% 16% 21% 18% 13% 17% 19%2 2% 3% 7% 4% 4% 3% 4%1-VeryDissatisfied 2% 2% 2% 2% 2% 2% 2%Average 4.2 4.1 4.0 4.0 4.2 4.1 4.0

Q12.Usinga1to5scale,howwouldyourateyouroverallsatisfactionwiththetransitserviceintheValley?ABindicatessignificantlydifferentthanotheryearat95%confidencelevelNote:2013,2014,2016and2018dataareweighted

44%B

38%

36%

34%

42%

36%

38%

37%

41%

34%

42%

39%

42%

37%

81%79%

70%76%

81%78%

75%

0% 20% 40% 60% 80% 100%

2018(A)

2016(B)

2014

2013

2012

2011

2010

OverallSafsfacfonwithValleyTransitServiceRate“4”or“5–VerySassfied”

5-verysassfied 4

AB indicates significantly different than other year at 95% confidence level


Overallsatisfactionwassimilaramongthethreeridergroupsandtherewerenosignificantdifferences.

Table12b:OverallSatisfactionwithTransitService:ByModeAmongthosewithanopinion

Satisfaction

2018Totaln=789

BusOnlyRidersn=239A


B


C

Toptwo(4+5ratings) 81% 82% 81% 77% 5-VerySatisfied 44% 47% 45% 37%4 37% 35% 36% 40%3 15% 15% 14% 19%2 2% 1% 3% 2%1-VeryDissatisfied 2% 2% 2% 2%Average 4.2 4.3 4.2 4.1ABindicatessignificantlydifferentthanothersubgroupat95%confidencelevelNote:2018dataareweighted


Amongthosewhogavetop-tworatingsforoverallsatisfaction,themostreasonsmentionedforgivinghighratingwerecategorizedasfrequent/available/reliableservice(20%),satisfied/goodservice(15%)andgoodorconvenientroutes(15%).Therewereonlyafewsignificantshiftsincodedcommentcategoriescomparedto2016withthemostnotablebeingadecreaseingeneralmentionsof“satisfied/goodservice”andanincreaseinthepercentagecallingit“convenient”.Additionally,significantlyfewerriderswithoverallhighsatisfactionratingsofthetransitservicementionedaneedforincreasedfrequencyandhoursin2018.

Table13a:PrimaryReasonforSatisfactionwithTransitService

Amongthoseratinga“4”or“5”

Reason

2018n=635A

2016n=578

B2014n=522

2013n=581

2012n=488

2011n=591

2010n=544

Frequent/available/reliable 20% 16% 19% 20% 11% 11% 13%Satisfied/goodservice 15% 21%A 15% 17% 23% 14% 16%Goodroutes/convenientroutes 15% 12% 13% 17% 8% 8% 15%Convenient(general) 9%B 6% 6% 7% 4% 3% 5%Easytouse 6% 4% 2% 5% 4% 3% 2%Friendly/helpful/careful/gooddrivers 4% 5% 8% 5% 6% 6% 5%Savesmoney 4% 3% 3% OnlywayIcangetaround 2% 4%A 1% - - - -Don’thavetodealwithtraffic/lessstress 2% 3% 4% 1% - - -Fast 2% 2% 3% 1% - - -Gooddrivers 2% 1% 1% Busstopsarecloseby 2%B 1% <1% Safe/well-lit 1% 1% 2% NegativeMentions Increasefrequency/needlater/earlierhours

7% 13%A 10% 8% 4% 6% 7%

Needbetterroutes/moreroutes 3% 2% 4% 4% 1% 4% 3%Don’tlikeotherbusriders 2% 1% 1% Rude/unprofessionaldrivers/needbetterdrivers

2% 3% 5% 4% 4% 1% 2%

Alwaysroomforimprovement 2% 3% 2% 4% 3% 2% 3%Busestaketoolong 1% 2% 1% - - - -Lackofsafety 1% 1% <1% Q12a.PleaseexplaintheONEprimaryreasonforyoursatisfactionratingof___.ABindicatessignificantlydifferentthanotheryearat95%confidencelevelNote:2013,2014,2016and2018dataareweighted


Light-rail-onlyriderswereparticularlylikelytomentionappreciatingthatitsavesmoney(8%),allowsthemtohavelessstress(7%),andthattherearestopscloseby(6%).

Table13b:PrimaryReasonforSatisfactionwithTransitServicebyModeAmongthoseratinga“4”or“5”

Reason

2018Totaln=695

BusOnlyRidersn=196A


B

LightRailOnlyRiders

n=122C

Frequent/available/reliable 20% 20% 20% 17%Satisfied/goodservice 15% 15% 14% 16%Goodroutes/convenientroutes 15% 13% 17% 14%Convenient(general) 9% 7% 10% 9%Easytouse 6% 8% 6% 4%Friendly/helpful/careful/gooddrivers 4% 7% 4% -Savesmoney 4% 4% 2% 8%BOnlywayIcangetaround 2% 3% 2% -Don’thavetodealwithtraffic/lessstress 2% 2% - 7%AFast 2% 2% 2% 4%Gooddrivers 2% 3% 2% -Stopsarecloseby 2% 2% <1% 6%BSafe/well-lit 1% <1% 1% 4%NegativeMentions Increasefrequency/needlater/earlierhours 7% 9% 6% 7%Needbetterroutes/moreroutes 3% 4% 3% 2%Don’tlikeotherbusriders 2% - 2% 9%BRude/unprofessionaldrivers/needbetterdrivers

2% 2% 2% 1%

Alwaysroomforimprovement 2% 1% 3% 2%Busestaketoolong/it’sslow 1% 2% 1% 2%Lackofsafety 1% - 1% 6%B

ABCindicatessignificantlydifferentthanothersubgroupat95%confidencelevelNote:2018dataareweighted


Amongriderswhogave“1”to“3”ratingsforoverallsatisfaction,themostfrequentlycitedcommentcategorywasagainrelatedtofrequency,accessibility,andpromptnessofthetransitservice:increasedfrequency/longerhours/notontime(29%).However,theproportionofmentionsisdownsignificantlyfrom43%in2016.Othernotablecommentcategoriesincludedtheneedforbetterroutes/moreroutes(11%)andlackofsafety(8%upsignificantlyfrom2%in2016).Riderscomplainedaboutdirtybusstopsatasignificantlyhigherratethaninthepriorwaveofresearch(4%upfrom1%),butweresignificantlylesslikelytoexpressfrustrationwithpoortransfersortimingcoordination(1%vs.7%in2016).

Table13c:PrimaryReasonforDissatisfactionwithTransitServiceAmongthoseratinga“1-3”overallsatisfactionrating

Reason

2018n=152A

2016n=153

B2014n=224

2013n=183

2012n=112

2011n=169

2010n=183

NegativeMentions Increasefrequency/needlater/earlierhours/notontime 29% 43%A 39% 28% 25% 22% 26%

Buses/lightrailnotontime 17% 6% 3% 7%Needbetterroutes/moreroutes 11% 8% 10% 8% 5% 15% 9%Lackofsafety 8%B 2% - 6% 3% 2% 1%Rude/unprofessionaldrivers 6% 10% 16% 12% 13% 5% 3%Busestaketoolong/busesareslow 5% 10% 5% 3% 11% 2% 6%Busstopsaredirty 4%B 1% - 1% 1% - -Notsatisfied/dislikeit/prefercar 4% 1% 3% 5% - - -Alwaysroomforimprovement 4% 3% 1% 3% 5% 5% 4%Don’tlikeotherriders 4% 2% 2% 5% 3% 4% 2%Schedulesandbusarrivalsdon’tmatch 3% 3% 5% 1% - - -Busestoocrowded/needbiggerbuses 2% 1% 2% 2% 7% 6% 1%Busstopsneedshade/shelter 2% - - 1% - 4% 2%Busesaredirty 2% 3% 5% 6% 3% - 2%Poorcustomerserviceoverthephone 2% 2% 1% 1% - - -Poortransfers/timingcoordination 1% 7%A - 9% - - -Driversneedbetterskills 1% 3% - 1% 5% 2% 1%Driversdon’twaitforpassengers 1% 3% 2% 3% 5% - 1%Ratesaretoohigh/increasingrates 1% 2% 5% 12% 6% 4% 7%PositiveMentions Goodruntimes/ontime/reliable 5% 5% 5% 1% 2% 5% 4%Generalpositivecomment(lightrail) 2% 4% 1% 1% 5% 4% 3%

ABindicatessignificantlydifferentthanotheryearat95%confidencelevel1Beginningin2014,thisvaluewasgroupedtogetherwiththeincreasefrequency/needlater/earlierhourscodeNote:2013,2014,2016and2018dataareweighted


Table13d:PrimaryReasonforDissatisfactionwithTransitService:ByModeAmongthoseratinga“1-3”overallsatisfactionrating

Reason

2018Totaln=152

BusOnlyRidersn=43A

Bus/LightRailRidersn=73B

LightRailOnlyRiders

n=36*C

NegativeMentions Increasefrequency/needlater/earlierhours/notontime 29% 34% 26% 30%

Needbetterroutes/moreroutes 11% 18% 9% 7%Lackofsafety 8% 4% 8% 13%Rude/unprofessionaldrivers 6% 7% 8% -Busestaketoolong/busesareslow 5% 2% 4% 10%Busstopsaredirty 4% 10% 3% -Notsatisfied/dislikeit/prefercar 4% 2% 7% -Don’tlikeotherriders 4% 2% 3% 7%Alwaysroomforimprovement 4% 11% 2% -Schedulesandbusarrivalsdon’tmatch 3% 4% 3% 3%Busesaredirty 2% 3% 1% 3%Busestoocrowded/needbiggerbuses 2% - 3% 3%Busstopsneedshade/shelter 2% 2% 1% 3%Poorcustomerserviceoverthephone 2% 2% 3% -Poortransfers/timingcoordination 1% % % %Driversneedbetterskills 1% % % %Driversdon’twaitforpassengers 1% Ratesaretoohigh/increasingrates 1% % % %PositiveMentions Goodruntimes/ontime/reliable 5% 2% 6% 7%Generalpositivecomment(lightrail) 2% - 2% 7%

ABCindicatessignificantlydifferentthanothersubgroupat95%confidencelevelNote:2018dataareweighted*Caution,verysmallbase


D. LikelihoodtoRecommendRiderswere asked to indicatehow likely theywouldbe to recommend the transit service tootherpeopleusingascalewherea“1”means“NotatallLikely”anda“5”means“VeryLikely.”The2018likelihood to recommend level was consistent with 2016 and 2014. Just over eight in ten riders(82%)indicatedbeinghighlylikelytorecommendthetransitservicetootherpeople.However,thepercentgivinga “very likely” rating increased significantlyover2016 (62%,up from56%)while “4”ratingsdeclined(20%,downfrom25%).

Table14a:LikelihoodtoRecommendTransitService

Rating

2018n=789A

2016n=736

B2014n=748

2013n=764

2012n=602

2011n=761

2010n=732

Toptwo(4+5ratings) 82% 81% 82% 76% 81% 83% 78%

5-VeryLikely 62%B 56% 62% 45% 50% 60% 54%4 20% 25%A 20% 31% 31% 23% 24%3 12% 12% 11% 13% 11% 11% 13%2 3% 3% 2% 6% 3% 2% 3%1-NotatallLikely 2% 3% 3% 4% 3% 3% 3%Don’tknow 1% 1% 1% 1% 2% 1% 3%Q7a:Howlikelyareyoutorecommendthetransitservicetootherpeople?Note:2013-2018dataareweightedABindicatessignificantlydifferentthanotheryearat95%confidencelevel

Dual-mode ridersweremore likely thanbusonlyand light railonly riders to indiate theywouldbe“very likely”torecommendtransittoothers(66%vs.58%). However,LightRailonlyridershadthehighestoveralllikelihoodtorecommendrating(85%4/5raringvs.79%forbusonlyand83%fordual-mode).

Table14b:LikelihoodtoRecommendTransitServicebyMode

Rating

2018Totaln=789

BusOnlyRidersn=239A


B

LightRailOnlyRiders

n=158C

Toptwo(4+5ratings) 82% 79% 83% 85%

5-VeryLikely 62% 58% 66%A 58%4 20% 21% 17% 27%B3 12% 14% 10% 12%2 3% 1% 4%A 2%1-NotatallLikely 2% 3% 2% 1%Don’tknow 1% 2% 1% -

ABCindicatessignificantlydifferentthansubgroupat95%confidencelevelNote:2018dataareweighted



E. LikelihoodtoContinueRidingPublicTransitRiderswereaskedtoratethe likelihoodthattheywouldberidingpublictransitoneyearfromnowwithascalewherea“1”means“Notatall likely”anda“5”means“Verylikely”. Fourinfiveriders(79%) indicated they are highly likely to continue riding public transit for the next year. Thisrepresentsthehighestpercentagemeasuredoverthepriorsixstudyperiodsandasignificantincreasecomparedtothe74%measuredin2016.

Table15a:LikelihoodtoRidePublicTransitOneYearfromNow

Rating

2018n=789A

2016n=736

B2014n=748

2013n=764

2012n=602

2011n=761

2010n=732

Toptwo(4+5ratings) 79%B 74% 76% 66% 80% 77% 72%

5-VeryLikely 64% 60% 61% 45% 51% 60% 56%4 15% 14% 16% 21% 29% 17% 16%3 8% 11% 10% 15% 10% 10% 12%2 4% 5% 4% 8% 2% 3% 4%1-NotatallLikely 7% 8% 7% 10% 5% 5% 7%

Don’tknow 2% 2% 3% 1% 2% 5% 5%Q7b:Howlikelyareyoutoberidingpublictransitoneyearfromnow?ABCDindicatessignificantlydifferentthanotheryearat95%confidencelevelNote:2013-2018dataareweightedLight-railonlyridersweresignificantlymorelikelythanbusonlyriderstoreportahighlikelihoodofridingtransitinoneyear(84%vs.74%).Dual-moderiderswereinbetweenthemwith79%beinglikelytocontinueriding.

Table15b:LikelihoodtoRidePublicTransitOneYearfromNow

Rating

2018Totaln=789

BusOnlyRidersn=239A


B

LightRailOnlyRiders

n=158C

Toptwo(4+5ratings) 79% 74% 79% 84%A

5-VeryLikely 64% 63% 64% 67%4 14% 12% 15% 17%3 8% 10% 8% 8%2 4% 4% 4% 3%1-NotatallLikely 7% 10% 7% 5%

Don’tknow 2% 3% 2% -ABCindicatessignificantlydifferentthanothersubgroupat95%confidencelevelNote:2018dataareweighted


F. PerceptionofServiceChangeOverPastYear

WhenaskedtoevaluateValleyMetro’sserviceoverthepastyear,morethanonehalfofriders(56%)reported they have experienced improved service while one-third felt service had remained thesame. Only3%perceivedthatValleyMetroservicehaddeclined. Comparedtothetwopriorstudyperiods,theproportionreporting improvedservicewasupsignificantlyandthepercentagewhofeltservicehaddeclinedorremainedthesamewasdownsignificantly.Dual-mode riders were significantly more likely than light rail only riders to report service hadimprovedinthepastyear(61%vs.45%,comparedto54%forbusonly).

Q13:Overthepastyear,wouldyousaythatValleyMetroservicehasimproved,stayedthesame,ordeclined?ABindicatessignificantlydifferentthanotheryearat95%confidencelevel

Table16:PerceptionofServiceChange

Rating

2018Totaln=789

BusOnlyRidersn=239A


B

LightRailOnlyRiders

n=158C

Improved 56% 54% 61%C 45%Remainedthesame 32% 35%B 27% 43%Declined 3% 4% 4% 2%Don’tknow 8% 8% 8% 10%

Q13:Overthepastyear,wouldyousaythatValleyMetroservicehasimproved,stayedthesame,ordeclined?ABCindicatessignificantlydifferentthanothersubgroupat95%confidencelevel

3%

6%A

10%

33%

46%A

44%

8%

6%

10%

56%B

42%

36%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Total2018(A)

Total2016(B)

Total2014

PercepfonofServiceChangeOverPastYear

Declined Same Don'tknow Improved


G. KeyDriversforBusRiderOverallSatisfactionandLoyaltyRatingsThreesetsofcorrelationswererunusingthe15individualtransitserviceelements.Thoseelementswere correlated against ratings for overall satisfaction, likelihood to recommend, and likelihood torideinoneyear.ThecorrelationcoefficientsareshowninTable17.When reviewing the correlation coefficients below, please note that coefficients are comparedrelative to one another. The higher a coefficient, the more closely correlated it is with a givenmeasure.In2018,acoefficientisconsidered“stronglycorrelated”ifitexceeds0.400.Therearenineelementsthatarehighlycorrelatedwithoverallsatisfactionandfivethatarehighlycorrelatedwithlikelihood to recommend. The three followingelementswerehighly correlatedwithbothoverallsatisfactionandlikelihoodtorecommend–valueofserviceforfarepaid,cleanlinessinsidethebus,andnotificationofservicechanges.Interestingly,theattributeusingthenewRidekickmobileapptoplanyourtripwashighlycorrelatedwithlikelihoodtousepublictransitayearfromnow.The elements most highly correlated with overall satisfaction were: ability to transfer betweenbuses(0.525),usingRidekickapptoplantrip(0.478),valueofserviceforfarepaid(0.476),andbusarrival/departuretimes(0.470).

Table17:CorrelationswithBusSatisfactionandLoyaltyRatingsCorrelationCoefficients

BusElements

Overall

Satisfaction

LikelihoodtoRecommend

LikelihoodtoRideinOneYear

Bus arrival/departure times 0.470 0.288 0.152

Personal safety 0.456 0.321 0.147

Ability to transfer between buses 0.525 0.395 0.182

Value of service for fare paid 0.476 0.409 0.220

Driver courtesy 0.441 0.332 0.229

Customer service when calling 602.253.5000 0.387 0.435 0.194

Cleanliness inside the bus 0.439 0.414 0.271

Usefulness of Transit Book 0.338 0.240 0.115

NextRide text or call for next bus arrival 0.323 0.288 0.206

Availability of locations to purchases passes 0.363 0.276 0.111

Online trip planner 0.437 0.301 0.234

Cleanliness at the bus stop 0.342 0.303 0.137

Notification of service changes 0.422 0.448 0.236 Downloading eTransitBook maps and schedules from website 0.353 0.402 0.295

Using the new Ridekick mobile app to plan your trip 0.478 0.389 0.412


The following chart shows the relationship between the satisfaction ratings for each elementevaluated(percentgivinga“4”or“5”satisfactionrating)andtherelativeimpactofthatelementonoverallsatisfaction(i.e.,itscorrelationcoefficientwiththeoverallsatisfactionrating).Elementsintheupperleft-handquadrantofthechartrepresentopportunitiesforValleyMetrotoimpactoverallsatisfactionwithitsbusservice.Theseareelementswithcomparativelylowlevelsofsatisfaction,butrelativelyhighcorrelationwithoverallsatisfactionwiththetransitservice. Thekeyattributesare:busarrival/departuretimes,abilitytotransferbetweenbuses,cleanlinessinsidethebusandnotificationofservicechanges.

Opportunities


H. KeyDriversforLightRailRiderOverallSatisfactionandLoyaltyRatings

Three sets of correlations were run using 15 individual light rail transit service elements. Thoseelements were correlated against ratings for overall satisfaction, likelihood to recommend, andlikelihoodtorideinoneyear.ThecorrelationcoefficientsareshowninTable18.When reviewing the correlation coefficients below, please note that coefficients are comparedrelative to one another. The higher a coefficient, the more closely correlated it is with a givenmeasure.In2018,acoefficientisconsidered“stronglycorrelated”ifitexceeds0.400.Therearetenelementsthatarehighlycorrelatedwithoverallsatisfactionandthreeofthesewerealsohighlycorrelatedwithlikelihoodtorecommend.Thesethreeelementsareonlinetripplannerandability to transferbetweenbusand light rail andusing thenewRidekickmobileapp toplanyourtrip.Noelementswerehighlycorrelatedwithlikelihoodtousepublictransitayearfromnow.The elements most highly correlated with overall satisfaction were: online trip planner (0.534),usingthenewRidekickmobileapptoplanyourtrip(0.493),abilitytotransferbetweenbusandlightrail(0.479),andpersonalsafety(0.457).

Table18:CorrelationswithLightRailSatisfactionandLoyaltyRatingsCorrelationCoefficients

LightRailElements

Overall

Satisfaction

LikelihoodtoRecommend

LikelihoodtoRideinOneYear

Value of service for fare paid 0.433 0.364 0.259

Presence of fare inspectors 0.445 0.346 0.159

Customer service when calling 602.253.5000 0.396 0.379 0.176

Cleanliness inside the train 0.374 0.346 0.201

Personal safety 0.457 0.360 0.164

Online trip planner 0.534 0.477 0.289

Cleanliness at the light rail stations 0.404 0.260 0.115

Train station kiosk signage 0.384 0.266 0.182

Train arrival/departure times 0.400 0.358 0.195

Usefulness of Transit Book 0.377 0.302 0.167

Quantity and quality of onboard announcements 0.422 0.355 0.227

Ease to purchase passes at fare vending machines 0.389 0.352 0.184

NextRide text or call for next train arrival 0.435 0.362 0.138

Ability to transfer between bus & light rail 0.479 0.451 0.237

Using the new Ridekick mobile app to plan your trip 0.493 0.401 0.224


The following chart shows the relationship between the satisfaction ratings for each elementevaluated(percentgivinga“4”or“5”satisfactionrating)andtherelativeimpactofthatelementonoverallsatisfaction(i.e.,itscorrelationcoefficientwiththeoverallsatisfactionrating).Elementsintheupperleft-handquadrantofthechartrepresentopportunitiesforValleyMetrotoimpactoverallsatisfactionwithitsrailservice.Theseareelementswithcomparativelylowlevelsofsatisfaction,butrelativelyhighcorrelationwithoverallsatisfactionwiththetransitservice. Thekeyattributes are: Ridekick app usage to plan trips, personal safety, presence of fare inspectors,cleanlinessatlightrailstations,andonlinetripplanner.

Opportunities


V. PrimarySourceofPublicTransitRouteandScheduleInformationBeginning in2016,riderswereaskedtheprimarysource(s)usedtoobtain informationaboutroutesand schedule information in the past year. In prior years, riders were asked to list all sources ofinformationtheyutilized.In 2018, riders weremost likely to list the following as primary sources for route and scheduleinformation: visiting valleymetro.org from a mobile phone (24%), Google/Google maps (17%),callingValleyMetro(14%),andthetransitbook(10%).Therewere several significant changes compared to 2016withmost notable being the shift awayfromvisiting valleymetro.comoneither amobile phone (24%down from37%)or computer/tablet(5%downfrom17%).TherewasalsoasignificantdropintheproportionrelyingontheTransitBook(10% down from 14%) and the stop/station signage (4% down from 10%). Instead riders aredependingonGoogleforinformation–atotalof17%mentionedGoogle(9%)orGooglemaps(8%)upfrom2%totalmentionsin2016.Riderswerealsosignificantlymorelikelytoreportrelyingontheirown personal knowledge (5% vs. 1% in 2016). The percentage of “don’t know” responses alsoincreasedthisyear(6%vs.3%in2016).

Table19a:TopSourceforPublicTransitInformation

TopInformationSources

2018n=789A

2016n=736

B Visitvalleymetro.orgfromamobilephone 24% 37%ANETGooglementions 17%B 2%

Google 9%B 1%GoogleMaps 8%B 2%

Call602-253-5000/CallValleyMetro 14% 16%TransitBook 10% 14%ANextRidetextorcall 7% 7%Visitvalleymetro.orgfromacomputerortablet 5% 17%APersonalknowledge/alreadyknewschedule 5%A 1%Stop/stationsignage 4% 10%ASchedulesatbusstops/kiosks 4% 4%Friends/family 2% 3%Ridekickapp 4% 1%Busdriver/railoperator 1% 2%Don’tknow/noanswer 6%A 3%

Q8.Whatisyourprimarysourcetoobtainrouteandscheduleinformation?DONOTREADLIST,MULTIPLERESPONSESALLOWEDABCindicatessignificantlydifferentthanothersubgroupat95%confidencelevel


Note:2016-2018dataareweightedWhile light-rail-only riders were significantly more likely to report using their phone to visit thevalleymetro.orgwebsite (39% vs. 19% of bus-only riders and 22% of dual-mode riders), theyweresignificantlylesslikelytocallValleyMetroforscheduleinformation(6%),useGoogle(5%)orGooglemaps(2%),orNextRide(3%).Notably,lightrailonlyridersweresignificantlylesslikelytoprovideananswer(21%“don’tknow”vs.only2%-3%ofotherriders).

Table19b:TopSourceforPublicTransitInformation

TopInformationSources

2018Totaln=789

BusOnlyRidersn=239A


B


C Visitvalleymetro.orgfromamobilephone 24% 19% 22% 39%ABCall602-253-5000/CallValleyMetro 14% 16%C 17%C 6%TransitBook 10% 12% 10% 8%Google 9% 9% 10%C 5%Googlemaps 8% 9%C 10%C 2%NextRidetextorcall 7% 7% 10%C 3%Visitvalleymetro.orgfromacomputerortablet 5% 5% 5% 7%Personalknowledge/alreadyknewschedule 5% 6% 5% 3%Stop/stationsignage 4% 3% 4% 6%Schedulesatbusstops/kiosks 4% 4% 5% N/AFriends/family 2% 3% 2% 1%UsingRidekickmobileapptoplanyourtrip 4% 8%C 3% 1%Busdriver/railoperator 1% 2% 1% -Don’tknow/noanswer 6% 2% 3% 21%AB Q8.Whatisyourprimarysourcetoobtainrouteandscheduleinformation?DONOTREADLIST,MULTIPLERESPONSESALLOWEDABCindicatessignificantlydifferentthanothersubgroupat95%confidencelevelNote:2018dataareweighted


VI. LoyaltySegments

A. Definitions

Five different loyalty segments were identified using rider answers to three questions: Overallsatisfaction with the transit system in the Valley, likelihood to recommend the transit service, andlikelihoodtoberidingthetransitsystemoneyearfromnow.Segmentdefinitionsareasfollows:

• LoyalAdvocates:Riderswhoarecompletelysatisfied(givea“5–VerySatisfied”rating),areverylikelytorecommendthetransitservicetoothers(givea“5–VeryLikely”rating),andarevery likely tocontinueusing the transit serviceoneyear fromnow (givea“5–VeryLikely”rating).

• SecureRiders: Riderswhoarebothsatisfiedand likelytocontinueriding(givea“4”or“5”ratingonbothmeasures).

• VulnerableCaptiveRiders:Riderswhoareunsatisfied (givea“1 to3” rating foroverallsatisfaction),butwhoarelikelytoberidingtransitinayear(givea“4”or“5”rating).

• VulnerableSatisfiedRiders:Riderswhoaresatisfied(givea“4”or“5”ratingforoverallsatisfaction),butwhoarenotlikelytoberidingtransitinayear(givea“1to3”rating).

• AtRiskRiders:Riderswhoareunsatisfied(givea“1to3”ratingforoverallsatisfaction)andalsoarelikelytostopusingtheserviceinthenextyear(“1to3”rating).

LoyalAdvocates Secure

VulnerableCaptive

VulnerableSatisfied AtRisk

SatisfactionwiththetransitsystemintheValley

Verysatisfied:5rating

Satisfied:5/4rating

Unsatisfied:1-3rating

Satisfied:5/4rating

Unsatisfied:1-3rating

Likelytorecommendthetransitservicetoothers

Verylikely:5rating

Likelytoridethetransitsystemayearfromnow

Verylikely:5rating

Likely:5/4rating

Likely:5/4rating

Notlikely:1-3rating

Notlikely:1-3rating


The graph below illustrates the size of each loyalty segment for 2018 and for the six prior studyperiods.

• LoyalAdvocatescomprised31%oftotalriders,whichishighestproportionmeasuredoverthepasttenyears.

• Secureriderscomprised36%ofthetotal(essentiallythesameasin2016).• Vulnerable Captive and Vulnerable Satisfied riders comprise nearly the same percentage of

riders(11%and12%,respectively).• AtRiskridersrepresent8%ofridersandasidefromaspikein2013,itisfairlyconsistentwith

priorfindings.

31%

36%

11%

12%

8%

29%

35%

12%

16%

9%

26%

34%

19%

10%

11%

18%

38%

10%

20%

14%

28%

45%

9%

9%

9%

26%

40%

15%

12%

7%

25%

36%

15%

14%

10%

0% 10% 20% 30% 40% 50%

LoyalAdvocates

Secure

VulnerableCapsve

VulnerableSassfied

AtRisk

LoyaltySegments

2018

2016

2014

2013

2012

2011

2010

2018n=789;2016n=721;2014n=728;2013n=755;2012n=587;2011n=727;2010n=732Note:2013-2018dataareweighted


B. ProfilesofLoyaltySegments 1. LoyalAdvocates(31%)Loyal Advocates are those riderswho give the highest rating (“5”) on all threemeasures – overallsatisfaction, likelihood to recommend and likelihood to be using public transit in one year. A fulldemographicprofileofthesesegments is found inTable19aandTable19bonthefollowingpages.KeycharacteristicsofLoyalAdvocatesinclude:

• Evenmale/femalesplit• Averageageof39• HighestpercentageofHispanicriderscomparedwithothersegments(30%vs.range14%-23%)• Lowestaverageincome($28.2k)andhighestpercentageearning<$20kperyear(49%)• Highestnumberofridersunemployedandnotseekingwork(7%)• Lowestpercentageofthosewithavaliddriver’slicense(40%)• Highestpercentageofridersriding6or7days/week(42%)

2. SecureRiders(36%)Secureridersarebothsatisfiedandlikelytobeusingtransitayearfromnow(givea“4”or“5”ratingonbothmeasures),buttoa lesserextentthanLoyalAdvocates.KeycharacteristicsofSecureridersinclude:

• Approximatelyevenlysplitbetweenmale/female(53%/47%)• Averageageof37years• ComprisedofmoreCaucasianthanallotherloyaltysegments(49%vs.31%to35%)• Secondhighestreportedaveragehouseholdincome($34.4k)• Highestpercentageofstudents(20%)andpart-timeemployedriders(21%)

3. VulnerableCaptives(11%)Ridersclassifiedas“VulnerableCaptives”arethosewhoarenotsatisfiedwiththesystemoverall(providea“1”to“3”rating)butindicatetheyarelikelytobeusingtransitinoneyear(providea“4”or“5”rating).KeycharacteristicsofVulnerableCaptivesinclude:

• Theonlysegmenttoskewfemale(58%)• Highestaverageage(42)andpercentageof55andolderriders(28%vs.6%to20%)• Thehighestproportionoffull-timeemployedriderscomparedtootherloyaltysegments(43%)• Secondlowestaveragehouseholdincome($32.0k),secondhighestpercentageofriders

earning<$20k(46%)• Leastlikelytohavebeenabletouseahouseholdcarfortheircurrenttransittrip(19%)• Secondhighestpercentageofridersriding6or7days/week(41%)


4. VulnerableSatisfiedRiders(12%)VulnerableSatisfiedridersarethosewhoaresatisfiedwiththetransitsystemoverall(providea“4”or“5”rating),butareunlikelytobeusingtransitinoneyear(providea“1”,“2”,or“3”rating).KeycharacteristicsofVulnerableSatisfiedridersinclude:

• Highestskewofmaleriders(62%)• Lowestaverageage(33.5)comparedtootherloyaltysegments• Highestpercentageofridersunderage25(35%)and25to54(58%)• ComprisedofmoreAfricanAmericans(36%)thanotherloyaltysegmentsexceptforAtRisk

riders• Highestaverageincome($35.2k)• Highestpercentageoflocalbusriders(87%)• Highestpercentageofriderswhohavebeenridinglessthan2years(52%)

5. AtRisk(8%)AtRiskridersarethosewhoareneithersatisfiedwiththetransitserviceintheValley(give“1”to“3”satisfactionratings)norlikelytoberidingthetransitsystemoneyearfromnow(“1”to“3”likelihoodratings).KeyCharacteristicsofAtRiskridersinclude:

• Averageageof38• HighestproportionofAfricanAmericanriders(36%)• Highestproportionofriderswithavaliddriver’slicense(54%)• Mostlikelytohavebeenabletouseahouseholdcarfortheircurrenttransittrip(30%)• Morelikelythanmostoftheothergroupstosaytheyexpectedtoridepublictransitlessinthe

future(16%-tiedwithVulnerableSatisfied)


Table20a:LoyaltySegments–DemographicAttributes

Demographics

2018Totaln=789

LoyalAdvocatesn=246A

Securen=285

B

VulnerableCaptiven=90C

VulnerableSatisfiedn=94D

AtRiskn=60E

Gender Male 52% 50% 53% 42% 62%AC 57%Female 48% 50%D 47% 58%D 38% 43%

Age Under25 26% 21% 30%A 21% 35% 25%25to54 53% 55% 49% 52% 58% 56%55andolder 18% 20%D 17%D 28%BDE 6% 14%Refused 3% 3% 4% - 2% 5%Average(yrs) 38.1 39.1D 37.4D 42.0ACE 33.5 37.6

EthnicOrigin

Caucasian 39% 35% 49%ADE 31% 31% 31%Hispanic 23% 30%BCE 21% 14% 23% 17%Black 18% 16% 15% 19% 21% 36%ABCOther 12% 13% 12% 15% 14% 8%Refused/NA 8% 6% 9% 4% 11% 8%

Income <$20,000 42% 49%BD 36% 46% 32% 39%$20,001to$30K 17% 17% 17% 14% 20% 18%$30,001to$60K 28% 23% 31% 25% 33% 32%$60,000+ 13% 11% 15% 26% 15% 12%Average(000) $31.9 $28.2 $34.4 $32.0 $35.2 $33.0

Employment Full-time 33% 30% 33% 43%A 32% 38%Student 17% 15% 20% 11% 17% 18%Part-time 19% 19% 21% 19% 15% 18%Unemployed,notseekingwork 4% 7% 2% 3% 4% 5%

Unemployed,seekingwork 9% 9% 10% 11% 9% 10%

Retired 8% 8% 6% 7% 6% 9%Housespouse 2% 2% 2% 3% 2% 1%*Accesstocarfortrip 23% 22% 24% 19% 25% 30%ValidDriver’sLicense 44% 40% 46% 45% 41% 54%ABCDEindicatessignificantlydifferentthanothersubgroupat95%confidencelevelNote:2018dataareweighted

*Indicatesavehiclecurrentlyattheirhouseholdcouldhavebeenusedfortheircurrenttrip.


Table20b:LoyaltySegments–TransitUsageCharacteristics

Demographics

2018Totaln=789

LoyalAdvocatesn=246A

Securen=285

B

VulnerableCaptiven=90C

VulnerableSatisfiedn=94D

AtRiskn=60E

Lengthofusage Lessthan6months 8% 7%C 8%C 1% 13%C 9%C6monthsto2years 28% 25% 27% 24% 39%ABC 33%3to10years 37% 35% 40% 41% 37% 34%11+years 27% 34%BD 24%D 34%D 10% 25%D

Bus/LightRail

Localbuses 80% 82% 77% 75% 87%BC 78%Lightrail 70% 69% 73% 75% 62% 66%Circulators 30% 30% 31% 32% 29% 21%

Daysperweekridebus(amongbusriders)

6or7days 36% 42%D 34% 41%D 26% 28%Daysperweekridelightrail(amonglightrailriders)

6or7days 27% 30% 24% 29% 28% 17%

Ridingmore/less

Moreoften 52% 54% 51% 50% 49% 58%Lessoften 8% 6% 7% 5% 16%ABC 16%ACSame/DK 40% 40% 42% 44% 35% 26%ABCDEindicatessignificantlydifferentthanothersubgroupat95%confidencelevelNote:2018dataareweighted


AppendixA-Questionnaire


RiderSatisfactionSurvey2018

Good______,Iam____fromWestGroupResearchinPhoenix.WeareconductingastudyforValleyMetrotohelpthemunderstandhowridersfeelaboutthetransitservicetheyreceiveintheValley.Weareaskingonlyforyouropinionandarenotsellinganything.

N=500BusRiders(YESinQSCRA–a.)MaximumN=125Lightrailonlyriders(YesinSCRA–cbutNOinSCRA)Male/Female=50%/50%.Quotasbylocation

LightRailON-TRAIN(LROONLY) 125

Bus/ComboRidersTotal 510

CentralStation 52

MesaDr/MainStTransitCenter 41

MetroCenterTransitCenter 50

DesertSkyTransitCenter 50

TempeTransportationCenter 44

Price-101Fwy/ApacheBlvd 19

ParadiseValleyTransitCenter 35

EdPastorTransitCenter 35

Montebelloand19thAve.TransitCenter 22

59thAvenueandOlive 35

SuperstitionSpringsTransitCenter 35

SunnyslopeTransitCenter 30

ChandlerFashionCenter 10ChandlerPark-and-Ride(Hamilton&Germann) 10

Central/CamelbackStation 16

University/RuralStation 16

Skysong(Scottsdale) 10


SCRA.Doyoueverride...READLIST.YES/NOFOREACHa. Localcitybuses(IncludingExpress/RAPIDbuses)b. NeighborhoodcirculatorbusessuchasFlash/ALEX/GUS/ORBIT/SMART/MARY/DASHc. Lightrail

d.No/DK--ThankandTerminate

SCRB. Doyou,ordoesanyoneinyourhouseholdworkforamarketingresearchcompanyorthelocaltransitsystem?(IFYES,TERMINATE)

SCRC. Whatcitydoyoulivein? a.Phoenix b.Scottsdale c.Tempe d.Mesa e.Chandler

f.Glendaleg.Gilberth.Peoriai.Avondale

j.Other(SPECIFY:_________________________)k.Refused/NA

SCRD. RECORDGENDER: a.Male b.Female1. HowlonghaveyoubeenusingpublictransitasameansoftransportationintheValley?

a. Lessthan6monthsb. 6monthsto1yearc. 1to2yearsd. 3to5yearse. 6to10yearsf. 11to20yearsg. Morethan20yearsh. Don’tknow/NA

2. IFBUS/CirculatorINSCRA:Inanaverageweek,howmanydaysdoyouridethebus(THISDOES

NOTINCLUDELIGHTRAILTRIPS)? a.Lessthanonceaweek b.1dayperweek c.2days d.3days e.4days f.5days g.6-7days i.DK

j.Noanswer


3. IFLIGHTRAILINSCRA:Inanaverageweek,howmanydaysdoyouridethelightrail(THIS

DOESNOTINCLUDEBUSTRIPS)? a.Lessthanonceaweek b.1dayperweek c.2days d.3days e.4days f.5days g.6-7days i.DK

j.Noanswer4. Comparedtooneyearago,wouldyousaythatyouareusingpublictransitmoreoften,less

oftenorthesameasyoudidayearago? a.Moreoften b.Lessoften c.Thesame

d. Don’tknow4a: IFLESSOFTENINQ6:Whydoyouthinkyouareusingpublictransitlessoftenthanyouwere

oneyearago?Whatotherreasons?IFSCRA=BUSASKQ7:5. BasedonyourexperienceonyourtypicaltripRIDINGTHEBUSoverthepast30days,please

indicateyourlevelofsatisfactionwiththefollowingBUSserviceelements.Pleaseuseascalefrom1to5where1means“verydissatisfied”anda5means“verysatisfied(6=Don’tknow/doesn’tapply).Howsatisfiedareyouwith…

a. Busarrival/departuretimes b. Drivercourtesyc. Onlinetripplannerd. Customerservicewhencalling602-253-5000e. NextRidetextorcallfornextbusarrival f. Availabilityoflocationstopurchasepassesg. Abilitytotransferbetweenbusesh. Cleanlinessinsidethebusi. Cleanlinessatthebusstopj. Personalsafetyk. UsefulnessofTransitBookl. DownloadingeTransitBookmapsandschedulesfromwebsitem. Valueofserviceforfarepaid.n. Notificationofservicechangeso. UsingthenewRidekickmobileapptoplanyourtrip

IFSCRA=LIGHTRAIL,ASKQ8:


6. BasedonyourexperienceonyourtypicaltripUSINGLIGHTRAILoverthepast30days,pleaseindicateyourlevelofsatisfactionwiththefollowingLIGHTRAILserviceelements.Pleaseuseascalefrom1to5where1means“verydissatisfied”anda5means“verysatisfied(6=Don’tknow/doesn’tapply).Howsatisfiedareyouwith…ROTATELIST

a. ASKONLYIF“a”or“b”and“c”inSCRA:Abilitytotransferbetweenthebusandlightrailb. Trainarrivaltimesc. Easetopurchasepassesatfarevendingmachinesd. Cleanlinessinsidethetraine. Cleanlinessatthelightrailstationsf. Personalsafetyg. UsefulnessofTransitBookh. OnlinetripPlanneri. NextRidetextorcallfornexttrainarrivalj. Customerservicewhencalling602-253-5000k. Valueofserviceforfarepaidl. Presenceoffareinspectorsm. Trainstationkiosksignagen. Quantityandqualityofonboardannouncementso. UsingthenewRidekickmobileapptoplanyourtrip

7. Nowusinga1to5scalewhere1means“Notatalllikely”and5means“Verylikely”…READ

ANDROTATEITEMS a.Howlikelyareyoutorecommendthetransitservicetootherpeople? b.Howlikelyareyoutoridepublictransitoneyearfromnow?

8. Whatisyourprimarysourcetoobtainrouteandscheduleinformation?Donotread.Promptwithoptions,ifneeded.MULTIPLERESPONSESALLOWED.a.CallCustomerServiceat602-253-5000b.Visitvalleymetro.orgfromacomputerortabletc.Visitvalleymetro.orgfromamobilephonee.Schedulesatbusstops/andkiosksf.TransitBookg.SocialMedia:Facebook,Twitterh.Stop/StationSignagei.Friends/familymembersj.Otherridersk.Busdriverorrailoperatorl.Work/schoolm.NextRidetextorcalln.UsingthenewRidekickmobileapptoplanyourtripo.Other:SPECIFY__________________________p.DK/Noanswer

Forthenextsetofquestions,pleasethinkaboutthistripusingpublictransit


9. Howdidyougettothetransitstopwhereyoufirstboardedpublictransittoday(eitherbusor

lightrail)?(IFNECESSARY,onthetripusingpublictransityouhavemademostofteninthepast30days)MULTIPLERESPONSESALLOWED

a.Walk b.Bike c.Drivealone d.Drive/ridewithothers e.Vanpool f.Taxi g.Neighborhoodcirculator

h.Uber/Lyftorotherride-hailservice i.Other:SPECIFY10. Afteryougetoffatyourlaststoponthistrip,howwillyougettoyourfinaldestination?(IF

NECESSARY,onthebustripyoumakemostoften)MULTIPLERESPONSESALLOWED a.Walk b.Bike c.Drivealone d.Drive/ridewithothers e.Vanpool f.Taxi g.Neighborhoodcirculator

h.Uber/Lyftorotherride-hailservice i.Other:SPECIFY

12. Usingascaleof1to5,howwouldyourateyouroverallsatisfactionwithtransitserviceintheValley?1=Verydissatisfied 5=Verysatisfied 6=Don’tknow

12a. PleaseexplaintheONEprimaryreasonforyoursatisfactionratingof___.13. Overthepastyear,wouldyousaythatValleyMetroservicehasimproved,remainedthesame

ordeclined?QNew2018_1.Howlikelywouldyoubetouseeachoneofthefollowingalternativemodesoftransportationtoreachanearbytransitcenterorlightrailstation:1=Notatalllikely,2,3,4,5=Verylikely,Don’tknow

a. Self-drivingshuttle/autonomousvehicleb. Ondemandrideservice(likeUberorLyft)

QNew2018_2.[PhoenixBusridersonly]HaveyouheardofthePhoenixTransportation2050(T2050)plan?

a. Yesb. No

QNew2018_3.[Ifyesabove]Usingascaleof1to5,howwouldyourateT2050'simplementedtransitimprovements?1=Verydissatisfied,2,3,4,5=VerySatisfied,Don’tknow


DEMOGRAPHICSD1. Howmanyvehicles(cars,trucksormotorcycles)areavailableinyourhousehold?______D1a.(IFMORETHAN0IND1)Couldyouhaveusedonofthesevehiclesforthistrip? a.Yes b.NoD2. Doyouhaveavaliddriver’slicense? a.Yes b.NoD3. Whatisyourage?Areyou...READLIST a.Undertheageof18 b.18to24 b.25to34 c.35to44 d.45to54 e.55to64 f.65orolder g.DONOTREADRefusedD4. Doyouhaveamobilephonewithyouonthisbus/train? a.Yes b.No c.Don’tknowD4a. IFYESinQD7:Isyourmobilephoneconsideredasmartphonethatallowsaccesstothe

Internet? a.Yes b.No c.Don’tknowD4b. IFYESinQD7:Whattypeofsmartphonedoyouhave?

a. Apple/iPhoneb. Androidc. Windowsd. Blackberry

D5. Areyou…READLIST.MULTIPLERESPONSESALLOWED a.EmployedFull-time(atleast35hoursperweek) b.EmployedPart-time(lessthan35hoursperweek) c.Student d.Retired e.Homemaker f.Notcurrentlyemployedbutseekingwork g.Notcurrentlyemployedandnotseekingwork h.DONOTREAD:OTHER:Specify i.DONOTREAD:Refused


D6. Whatisyourraceornationalorigin?a.Hispanic/MexicanAmericanb.Blackc.Asian/PacificIslanderd.AmericanIndiane.Whitef.Otherg.Noanswer

D7. Whatisthecombinedtotalannualincomeofallmembersofyourhousehold?(READ

LIST)a.Under$10,000b.$10,000-$20,000c.$20,001-$30,000d.$30,001-$50,000e.$50,001-$60,000f.$60,000-$75,000g.Morethan$75,000h.DKi.NA/REF

QPar. We are also recruiting riders to test an app for Valley Metro. If you qualify and complete all requirements, you will receive a $140 e-gift card to Amazon or Walmart. May we have your email address to send information about this study and a link to sign up? Yes -- collect email address, No, Thank you!

Thatcompletesthesurvey.Thankyouverymuchfortakingthetimetoprovideusyourinput.

YourfeedbackwillhelpValleyMetrocontinuetoimprovetheservicesitprovidestoallourcustomers.

ASKFORNAME/INITIALSANDPHONENUMBERSOTHATWECANVALIDATETHEINTERVIEWS.

Documents

2018 Rider Satisfaction Survey Total Market