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Metro Transit Light-Rail and Bus Rider Survey. FINDINGS AND RECOMMENDATIONS. Prepared by: DECEMBER 2008. PERISCOPE. Background and Methodology. - PowerPoint PPT Presentation
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Prepared by:
DECEMBER 2008
Metro Transit Light-Rail and Bus Rider Survey
FINDINGS AND RECOMMENDATIONS
PERISCOPE
Page 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.
Page 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.
CUSTOMER COMPOSITION
Page 5
LRT N=1,409BUS N=4,482
“HOW MANY DAYS PER WEEK DO YOU RIDE THE BUS/TRAIN?”
Page 6
LRT N=1,432BUS N=4,113
“HOW LONG HAVE YOU USED METRO TRANSIT SERVICE?”
Page 7
LRT N=1,380BUS N=4,029 Note: Multiple responses allowed; totals may not equal 100%.
“WHAT INFLUENCED YOUR DECISION TO FIRST TRY TRANSIT?”
Page 8
LRT N=1,396BUS N=3,915
“WHICH BEST DESCRIBES YOUR RACIAL OR ETHNIC BACKGROUND?”
Page 9
LRT N=1,426BUS N=4,098
“WHAT IS YOUR AGE?”
Page 10
LRT N=1,308BUS N=3,779
“ARE YOU…?”
Page 11
LRT N=1,344BUS N=3,734
“APPROXIMATELY WHAT WAS YOUR FAMILY’S TOTAL INCOME LAST YEAR?”
Page 12
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”.
“WHAT IS THE ONE MAIN REASON YOU USE TRANSIT?”
Page 13
LRT N=1,414BUS N=3,689
“HOW MANY WORKING AUTOMOBILES DO YOU HAVE AVAILABLE FOR YOUR USE?”
Page 14
LRT N=1,461BUS N=4,643
DATA COLLECTION: DISTRIBUTED (PAPER) VERSUS INTERNET
DATA COLLECTION: DISTRIBUTED (PAPER) VERSUS INTERNET
RIDING PATTERNS
Page 16
LRT N=1,394BUS N=4,169
“ON WHICH DAY(S) OF THE WEEK DO YOU USUALLY RIDE THE TRAIN/BUS?”
Page 17
LRT N=1,254BUS N=3,431
“WHEN DO YOU USUALLY RIDE THE BUS?”
Page 18
LRT N=1,412BUS N=4,389*Not an option
“HOW DID YOU PAY YOUR FARE TODAY?”
Page 19
LRT N=1,364BUS N=4,360
“DOES YOUR EMPLOYER OFFER TRANSIT PASSES?”
Page 20
LRT N=661BUS N=1,516Note: Question was only asked of respondents who indicated that their employer does offer transit passes.
“IF YOUR EMPLOYER OFFERS TRANSIT PASSES, DOES IT SHARE PART OF THE COST?”
Page 21
LRT N=1,428BUS N=4,333Note: Multiple responses allowed; totals may not equal 100%.
“WHAT IS YOUR PRIMARY SOURCE FOR TRANSIT INFORMATION?”
Page 22
LRT N=1,024BUS N=3,366Note: Multiple responses allowed; totals may not equal 100%.
“IF YOU USE METROTRANSIT.ORG, WHICH FEATURES DO YOU USE? (CHECK ALL THAT APPLY)?”
Page 23
LRT N=1,449BUS N=4,594Note: Multiple responses allowed; totals may not equal 100%.
“WHAT IS THE PRIMARY PURPOSE OF YOUR TRIP TODAY?”
Page 24
LRT N=1,433BUS N=4,497
“WHEN YOU BEGAN YOUR COMMUTE TODAY, HOW DID YOU GET TO YOUR BUS STOP/TRAIN STATION?”
Page 25
LRT N=1,439BUS N=4,516
“WILL YOU TRANSFER TO/FROM A BUS AS PART OF YOUR TRIP TODAY?”
Page 26
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
“HOW MANY TOTAL BUSES WILL YOU TAKE TO COMPLETE YOUR ONE-WAY TRIP?”
Page 27
LRT N=1,406BUS N=4,311
“HOW FAR WOULD YOU ESTIMATE YOU TRAVELED TO GET TO THE BUS STOP/TRAIN STATION WHERE YOU BEGAN YOUR TRIP?”
Page 28
LRT N=1,407BUS N=4,218
“HOW FAR WOULD YOU ESTIMATE YOU WILL TRAVEL TO GET TO YOUR LAST BUS OR TRAIN TO YOUR DESTINATION?”
Page 29
LRT N=1,073BUS N=3,176Note: Multiple responses allowed; totals may not equal 100%.
“FOR WHICH OF THE FOLLOWING EVENTS DO YOU USE METRO TRANSIT SERVICE?”
Page 30
LRT N=1,341BUS N=3,877*Not an option
“IF TRANSIT HAD NOT BEEN AVAILABLE, HOW WOULD YOU HAVE MADE THIS TRIP?”
RATINGS
Page 32
LRT N=1,180BUS N=3,649Note: "Don’t Use" responses were excluded from results.
RATING: CLEAR, ACCURATE ROUTE INFORMATION IN THE TRANSIT SYSTEM MAP
Page 33
LRT N=649BUS N=2,818Note: "Don’t Use" responses were excluded from results.
RATING: COURTEOUS CUSTOMER SERVICE ON THE METRO TRANSIT INFORMATION LINE (612-373-3333)
Page 34
LRT N=710BUS N=3,040Note: "Don’t Use" responses were excluded from results.
RATING: CLEAR, ACCURATE INFORMATION ON THE METRO TRANSITINFORMATION LINE (612-373-3333)
Page 35
LRT N=1,133BUS N= 3,872Note: "Don’t Use" responses were excluded from results.
RATING: CLEAR, ACCURATE INFORMATION IN PRINTED SCHEDULES
Page 36
LRT N=1,282BUS N=3,682Note: "Don’t Use" responses were excluded from results.
RATING: CLEAR, ACCURATE INFORMATION IN SHELTERS/PLATFORMS
Page 37
LRT N=1,053BUS N=3,419Note: "Don’t Use" responses were excluded from results.
RATING: CLEAR, ACCURATE INFORMATION AT WWW.METROTRANSIT.ORG
Page 38
LRT N=738BUS N=2,652Note: "Don’t Use" responses were excluded from results.
RATING: COURTEOUS, EFFICIENT SERVICE FOR FARE CARD PURCHASES
AND INFORMATION IN METRO TRANSIT STORES
Page 39
LRT N=705BUS N=2,746Note: "Don’t Use" responses were excluded from results.
RATING: VALUABLE BUS RIDING INFORMATION IN TAKEOUT, DISTRIBUTED MONTHLY ON TRAINS/BUSES
Page 40
LRT N=694BUS N=2,512Note: "Don’t Use" responses were excluded from results.
RATING: INFORMATION ABOUT METRO TRANSIT ON ON-BOARD INFORMATION CARDS
Page 41
LRT N=1,303BUS N=3,751
CONSIDERING METRO TRANSIT, PLEASE INDICATE HOW CLOSELY YOU ASSOCIATE THE FOLLOWING CHARACTERISTIC WITH THE
ORGANIZATION: INFORMATION RESOURCE
Page 42
LRT N=1,303 BUS N=3,729
CONSIDERING METRO TRANSIT, PLEASE INDICATE HOW CLOSELY YOU ASSOCIATE THE FOLLOWING CHARACTERISTIC WITH THE
ORGANIZATION: APPROACHABLE
Page 43
LRT N=1,303BUS N=3,704
CONSIDERING METRO TRANSIT, PLEASE INDICATE HOW CLOSELY YOU ASSOCIATE THE FOLLOWING CHARACTERISTIC WITH THE
ORGANIZATION: HELPFUL
Page 44
LRT N=1,296BUS N=3,631
CONSIDERING METRO TRANSIT, PLEASE INDICATE HOW CLOSELY YOU ASSOCIATE THE FOLLOWING CHARACTERISTIC WITH THE
ORGANIZATION: INNOVATIVE
Page 45
LRT N=1,311 BUS N=3,685
CONSIDERING METRO TRANSIT, PLEASE INDICATE HOW CLOSELY YOU ASSOCIATE THE FOLLOWING CHARACTERISTIC WITH THE
ORGANIZATION: BENEFITS THE COMMUNITY
Page 46
LRT N=1,290 BUS N=3,640
CONSIDERING METRO TRANSIT, PLEASE INDICATE HOW CLOSELY YOU ASSOCIATE THE FOLLOWING CHARACTERISTIC WITH THE
ORGANIZATION: HIP/FUN
Page 47
LRT N=1,317 BUS N=3,701
CONSIDERING METRO TRANSIT, PLEASE INDICATE HOW CLOSELY YOU ASSOCIATE THE FOLLOWING CHARACTERISTIC WITH THE
ORGANIZATION: ENVIRONMENTALLY FRIENDLY
Page 48
LRT N=1,326 BUS N=3,736
CONSIDERING METRO TRANSIT, PLEASE INDICATE HOW CLOSELY YOU ASSOCIATE THE FOLLOWING CHARACTERISTIC WITH THE
ORGANIZATION: EASY TO USE
Page 49
(3.17)
LRT N=1,412BUS N= 4,099Note: “Don’t Know” responses are excluded from results. Mean scores are in parenthesis.
(3.32)
“PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH:OVERALL, YOU ARE SATISFIED WITH METRO TRANSIT SERVICE.”
Page 50
Note: “Don’t Know” responses were excluded from results.
PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH:SUPERSAVER 31-DAY PASSES ARE CONVENIENT.
Page 51
Note: “Don’t Know” responses were excluded from results.
PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH:SUPERSAVER STORED VALUE CARDS ARE CONVENIENT.
Page 52
Note: “Don’t Know” responses were excluded from results.
PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH:GO-TO CARDS ARE CONVENIENT.
Page 53
Note: “Don’t Know” responses were excluded from results.
PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH:LIKELY TO RECOMMEND METRO TRANSIT TRAIN/BUS SERVICE.
Page 54
Note: “Don’t Know” responses were excluded from results.
PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH:TAKEOUT PROVIDES ENOUGH/VALUABLE INFO AND UPDATES.
Page 55
Note: “Don’t Know” responses were excluded from results.
PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH:METROTRANSIT.ORG GIVES NEEDED INFO.
Page 56
Note: “Don’t Know” responses were excluded from results.
PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH:ACCESS TO ROUTE/SCHEDULE INFORMATION USING METRO TRANSIT
INFORMATION LINE.
Page 57
Note: “Don’t Know” responses were excluded from results.
PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH:TIME SPENT FOR INFO BY PHONE IS NOT EXCESSIVE.
Page 58
Note: “Don’t Know” responses were excluded from results.
PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH:FEEL CAR IS SAFE IN PARK & RIDE.
Page 59
Note: “Don’t Know” responses were excluded from results.
PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH:PARK & RIDE LOTS CONVENIENTLY LOCATED.
Page 60
Note: “Don’t Know” responses were excluded from results.
PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH:STATIONS/STOPS/SHELTERS ARE CLEAN.
Page 61
Note: “Don’t Know” responses were excluded from results.
PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH:STATIONS/STOPS/SHELTERS WELL-LIT.
Page 62
Note: “Don’t Know” responses were excluded from results.
PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH:FEEL SAFE RIDING AT NIGHT.
Page 63
Note: “Don’t Know” responses were excluded from results.
PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH:FEEL SAFE RIDING DURING DAY.
Page 64
Note: “Don’t Know” responses were excluded from results.
PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH:FEEL SAFE WAITING AT NIGHT.
Page 65
Note: “Don’t Know” responses were excluded from results.
PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH:FEEL SAFE WAITING DURING DAY.
Page 66
Note: “Don’t Know” responses were excluded from results.
PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH:ADEQUATE NUMBER OF SECURITY PERSONNEL OR FEATURES.
Page 67
Note: “Don’t Know” responses were excluded from results.
PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH:TRANSFERRING TO A BUS IS NOT A PROBLEM
Page 68
Note: “Don’t Know” responses were excluded from results.
PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH:TIME WAITING TO TRANSFER/NEXT TRAIN NOT EXCESSIVE.
Page 69
Note: “Don’t Know” responses were excluded from results.
PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH:EXPRESS OR TRAIN SERVICE HOURS ARE SUFFICIENT.
Page 70
Note: “Don’t Know” responses were excluded from results.
PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH:DRIVER OPERATION SAFE & RESPONSIBLE.
Page 71
Note: “Don’t Know” responses were excluded from results.
PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH:SECURITY/DRIVERS COURTEOUS & HELPFUL.
Page 72
Note: “Don’t Know” responses were excluded from results.
PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH:SECURITY/DRIVERS APPEAR PROFESSIONAL.
Page 73
Note: “Don’t Know” responses were excluded from results.
PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH:TRAINS/VEHICLES ARE RELIABLE.
Page 74
Note: “Don’t Know” responses were excluded from results.
PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH:TRAINS/VEHICLES ARE COMFORTABLE.
Page 75
Note: “Don’t Know” responses were excluded from results.
PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH:TRAINS/VEHICLES ARE CLEAN.
BUS ONLY QUESTIONS
Page 77
BUS N=4,150
“WHAT TYPE OF SERVICE ARE YOU CURRENTLY RIDING,OR DID YOU RIDE MOST RECENTLY?”
Page 78
BUS N=4,516
“WILL YOU TRANSFER TO/FROM A LIGHT-RAIL TRAIN AS PART OF YOUR TRIP TODAY?”
Page 79
BUS N=4,510
“HAVE YOU RIDDEN THE HIAWATHA LIGHT-RAIL LINE?”
Page 80
BUS N=2,162Note: “None” was not an option in 2008.
“IF SO, HOW MANY DAYS PER WEEK DO YOU NORMALLY TAKE THE HIAWATHA LIGHT-RAIL LINE?”
Page 81
BUS N=3,768Note: "Don’t Use" responses were excluded from results.
RATING: CLEAR, ACCURATE INFORMATION AT BUS STOPS
Page 82
Note: “Don’t Know” responses were excluded from results.
PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITHTHE FOLLOWING STATEMENTS
LIGHT-RAIL ONLY QUESTIONS
Page 84
N=1,397
“HOW MUCH DID THE INTRODUCTION OF THE LIGHT RAIL TRAIN INFLUENCE YOUR DECISION TO USE METRO TRANSIT SERVICE OR
REGIONAL BUS SERVICE?”
Page 85
N=1,438Note: Downtown East/Metrodome was not included in weekend data collection (10/26/08) due to platform maintenance.
“AT WHICH STATION DID YOU BOARD THE TRAIN TODAY?”
Page 86
N=1,432
“AT WHICH STATION DID YOU DEPART THE TRAIN TODAY?”
Page 87
N=1,435
“HOW OFTEN DO YOU USE A TICKET VENDING MACHINE TO PAY YOUR FARE?”
Page 88
Note: “Don’t Know” responses were excluded from results.
PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITHTHE FOLLOWING STATEMENTS
Page 89
Note: “Don’t Know” responses were excluded from results.
PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITHTHE FOLLOWING STATEMENTS
CONTACT INFORMATION
PERISCOPE921 WASHINGTON AVE SMINNEAPOLIS MN 55415www.periscope.com
T 612 399 0500F 612 399 0600