MTA NEW YORK ITY TRANSIT AUTHORITY 2019 MTA NY T ...new.mta.info/sites/default/files/2020-06/MTA Paratransit 2019 Final Report 5 13...May 13, 2020 · M. Davis and ompany, Inc. 3000

M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com

MTA NEW YORK CITY TRANSIT AUTHORITY

2019 MTA NYCT Paratransit Access-A-Ride (AAR)

Customer Satisfaction Survey

Final Report

Submitted To:

James Rubin, NYCT

Janice Pepper, MTAHQ

Lydia Sloan, MTAHQ

MTA/New York City Transit

2 Broadway

New York, NY 10004

Submitted on May 13, 2020

M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com i

Table of Contents

1. Executive Summary ............................................................................................................................................................................................................... 4

2. Recommendations ................................................................................................................................................................................................................ 7

3. Background & Objectives ...................................................................................................................................................................................................... 8

4. Methodology ......................................................................................................................................................................................................................... 9

5. Important Factors that Drive Overall Satisfaction with Access-A-Ride ............................................................................................................................... 13

6. Important Factors that Drive Overall Satisfaction with Enhanced Broker Service (EBS) ..................................................................................................... 15

7. Supporting Tables ................................................................................................................................................................................................................ 17

7.1 Overall Satisfaction with Access-A-Ride ........................................................................................................................................................................ 18

7.2 Reason for Overall Satisfaction rating of AAR ............................................................................................................................................................... 20

7.3 Trip Requests and Authorized Trips ............................................................................................................................................................................... 21

7.4 Access-A-Ride is a ‘Good Value for the Money’ ............................................................................................................................................................ 22

7.5 Change in Overall Access-A-Ride Service ...................................................................................................................................................................... 25

7.6 Overall Satisfaction with Last Access-A-Ride Trip.......................................................................................................................................................... 28

7.7 Changes in Access-A-Ride Reservation Service ............................................................................................................................................................. 31

7.8 Reasons for Changes in Access-A-Ride Reservation Service ......................................................................................................................................... 33

7.9 Expected Future Usage of Access-A-Ride...................................................................................................................................................................... 35

7.10 Specific Aspects of Access-A-Ride Service .................................................................................................................................................................. 39

7.11 Enhanced Broker Service ............................................................................................................................................................................................ 42

7.12 Use of Assessment Center .......................................................................................................................................................................................... 46

7.13 Satisfaction with Assessment Center .......................................................................................................................................................................... 48

M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com ii

7.14 AAR MetroCard ........................................................................................................................................................................................................... 50

7.15 Access to Mobile Phone When Using Access-A-Ride .................................................................................................................................................. 51

7.16 Option 8 When Calling Access-A-Ride......................................................................................................................................................................... 53

7.17 Option 7 When Calling Access-A-Ride......................................................................................................................................................................... 55

7.18 Satisfaction with rides in blue-and-white Access-A-Ride vehicles .............................................................................................................................. 56

7.19 Type of Vehicle on last Access-A-Ride trip .................................................................................................................................................................. 57

7.20 Reservation Service ..................................................................................................................................................................................................... 58

7.21 Safe Operation of Vehicle ............................................................................................................................................................................................ 59

7.22 Awareness of Access-A-Ride Operation and Rules ..................................................................................................................................................... 60

7.23 Recertified for Access-A-Ride ...................................................................................................................................................................................... 61

7.24 Reason for Satisfaction rating of call to AAR Command Center .................................................................................................................................. 62

7.25 Satisfaction with specific aspects of Assessment Center visit .................................................................................................................................... 63

8. Rider Profile ........................................................................................................................................................................................................................ 65

8.1 Subscriber Type ............................................................................................................................................................................................................. 66

8.2 Demographics ............................................................................................................................................................................................................... 67

8.3 Support Devices and Personal Care Attendants ............................................................................................................................................................ 68

8.4 Demographics (Origin, Race, and Country) ................................................................................................................................................................... 70

8.5 Demographics (Language)............................................................................................................................................................................................. 72

9. Appendix A – History Tables ................................................................................................................................................................................................ 73

9.1 Overall Satisfaction with Access-A-Ride ........................................................................................................................................................................ 74

9.2 Change in Overall Access-A-Ride Service ...................................................................................................................................................................... 80

9.3 Access-A-Ride is a ‘Good Value for the Money’ ............................................................................................................................................................ 82

9.4 Overall Satisfaction with Last Access-A-Ride Trip.......................................................................................................................................................... 83

M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com iii

9.5 Changes in Access-A-Ride Reservation Service ............................................................................................................................................................. 86

10. Appendix B – Methodology Charts ................................................................................................................................................................................... 89

10.1 Margin of Error............................................................................................................................................................................................................ 90

10.2 User Segments Surveyed ............................................................................................................................................................................................ 91

10.3 Data Smoothing using Weighting ................................................................................................................................................................................ 92

11. Appendix C – 2019 Survey Revisions................................................................................................................................................................................. 94

11.1 2018 Questions removed from the 2019 Questionnaire ............................................................................................................................................ 95

11.2 New Questions added for the 2019 Questionnaire .................................................................................................................................................... 96

12. Appendix D – Questionnaire ............................................................................................................................................................................................. 98

M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 4

1. Executive Summary

Access-A-Ride Satisfaction Remains High in 2019, In Light of Major Program Changes

MTA made major changes to the AAR Program in 2019 and transitioned from the popular E-hail program to the Enhanced Broker Service. Overall

satisfaction (customers reporting they are either very satisfied or somewhat satisfied) with Access-A-Ride (AAR) among all customers decreased

by 2 percentage points in 2019, from 86% to 84%.1 Overall satisfaction with AAR had risen dramatically in 2017 and 2018, increasing by 9

percentage points to 74% in 2017 and then by 12 percentage points to 86% in 2018. See table 7.1A on page 18. Many customers indicated that

such factors as ease of use, on-time performance, convenience, good service, and how the service allows them to be independent contributed to

their overall satisfaction.

Satisfaction with Access-A-Ride Key Performance Indicators Remains Strong

Despite service and program changes and traffic getting worse, satisfaction with On-Time Performance increased from 83% in 2018 to 84% in 2019.

See table 7.10A on page 39. In addition, when asked about their last Access-A-Ride trip, 91% of customers who rode in a blue-and-white AAR

vehicle indicated they were picked up on time (within 30 minutes of their scheduled time). See table 7.18A on page 56. Satisfaction with AAR

Drivers rose from 89% in 2018 to 90% in 2019 and satisfaction with AAR Vehicles rose from 86% in 2018 to 87% in 2019. See table 7.10A on page

39 for additional KPI.

Main Indicators of Overall Satisfaction with Access-A-Ride (see analysis on page 14)

Customers who were Very Satisfied or Satisfied with … … Were this many times more likely to be Very Satisfied or Satisfied with AAR

AAR On Time Performance 4.77

AAR Drivers 3.05

AAR Customer Service 3.05

AAR Reservation Service 2.98

Their Last Trip 1.70

AAR Vehicles 1.56

1 The p-value for this difference is 0.0867 in a two-tailed Fisher’s Exact Test. The p-values in standard normal distribution tests are very similar. Therefore, the difference is not statistically different at

the 5% level but it is at the 10% level.


Access-A-Ride Continues to be Considered a Good Value

In 2019, an over-whelming majority (95%) of Access-A-Ride customers continue to consider the service to be a “good value for the money” similar

to 96% in 2018. This number continues to be up over a longer time horizon, from the 91% of customers who agreed that AAR is a “good value for

the money” in 2017. See table 7.4A on page 22.

Reservation Services Once Again Get Top Scores

Reservation services once again performed very well. Customers reported an overall level of satisfaction of 93% with Reservation Services, similar

to the 2018 percentage of 94%. For frequent customers in 2019, 94% of the customers (same as in 2018) were very satisfied or satisfied with

being able to get through to make a reservation, 96% reported that the reservations staff was courteous (same as in 2018), and 95% (up from 93%

in 2018) said that the reservation staff was competent. 91% (same as in 2018) reported that they were able to reserve a ride for the day and time

they requested it. See table 7.10A on page 39 and 7.10B on page 40.

New Enhanced Broker Service Well Received

In March of 2019 MTA announced an expansion of its paratransit service that will allow AAR to provide more of its trips in taxis and for-hire vehicles

(FHV) in coming years, improving the customer experience and reducing journey time. This new initiative was called “enhanced broker service,”

and it improved upon a pilot program called “advance reservation e-hail,” as well as the current broker program by making taxi and FHV service an

increasingly integral part of paratransit service.

Fifty percent of customers said they had used the new Enhanced Broker Service, and this percentage was similar in all boroughs except for Staten

Island, in which 34% of that sample population reported having used the service (which is logical because Staten Island broker service launched

later). Satisfaction with the Enhanced Broker service was high, with 81% of users reporting that they were either very satisfied or somewhat

satisfied with the service. The high satisfaction ratings were consistent across boroughs. See table 7.11A on page 42, table 7.11B on page 43, and

table 7.11C on page 44.

Almost Half of all Customers See Service Improvements

Overall, 46% of AAR users reported that services had improved in the past year, compared to 53% who said the same in 2018. A similar percentage

of customers saw improved service in each of the five boroughs: 43% in the Bronx, 47% in Manhattan, 46% in Queens, 48% in Brooklyn, and 42%

in Staten Island. See table 7.5A on page 25 and table 7.5C on page 26.


Steady Increase of Customers who Expect to Use Access-A-Ride in the Future

In 2019, 25% of customers indicated that they expected to use Access-A-Ride more often in the next year or so. This is compared to 24% in 2018

and 22% in 2017. See table 7.9A on page 35. Only 1% of customers (2% in 2018 and 2017) indicated they expected to use Access-A-Ride less often

in the next year or so. When those 1% who expect to use Access-A-Ride less often in the future were asked why, the top two reasons included:

they expected to be healthier/in better physical shape and they were less able to go out because of medical limitations. See table 7.9E on page 38.

Almost all Customers have Cell Phones/Greater Willingness to Receive AAR Text Messages; Smart Phone Ownership Increases

In 2019, 95% of all customers had a cell phone, and 98% of cell phone users carry their phone when traveling with Access-A-Ride. Sixty-nine percent

of those who have a cellphone (inclusive of smartphones) would be willing to receive text messages to learn about and manage their Access-A-

Ride trip (up from 58% in 2018). Of AAR users who have a cell phone, 61% have a smart phone (up from 56% in 2018 and 49% in 2017), See table

7.15A on page 51.

Demographics in 2019

• 15% said they are of Hispanic, Latino, or Spanish origin (19% in 20182). See table 8.4A on page 70.

• 53% described their race as African-American/Black (45% in 2018), 25% as White (27% in 2018), and 11% as Racially Mixed (17% in 2018).

See table 8.4B on page 70.

• 72% were born in the USA. See table 8.4C on page 71.

• 90% said the primary language spoken in their home is English; 4% Spanish. See table 8.5A on page 72.

• 98% speak English either Well or Very Well3. See table 8.5B on page 72.

• Average age is 67 years old (68 years old in 2018) See table 8.2A on page 67.

• 88% are not employed (89% are not employed in 2018) See table 8.2A on page 67.

• 77% use a support device when they travel (same as 2018) See table 8.2A on page 67.

2 2018 demographics were only collected from 1358/2330 of the customers interviewed.

3 This was asked in 2018; in 2019, this was an interviewer assessment.


2. Recommendations

1. Satisfaction with on-time performance increased in 2019 to 84%, and remains the single most important factor that affects overall

satisfaction with AAR4. Ensure that the customers are aware that “on-time” means within thirty minutes of scheduled pick up. Reservation

services, communication about AAR customer services, and drivers are also important factors which contribute to overall satisfaction. In

2019 satisfaction levels with these three factors were 93%, 88%, and 90% respectively. MTA should communicate to customers what MTA

is doing to improve on-time performance and how they will continue to work hard to keep the reservation services performing well as

customers appreciate the great job. Also share these findings with the reservationists/employees.

2. By far, the primary determinant of overall satisfaction with the Enhanced Broker Service (EBS) is the courtesy of the driver.5 A person who

is satisfied with the EBS driver’s courtesy has an 89% probability of being satisfied with EBS overall. However, a person who is not satisfied

with the EBS driver’s courtesy has only a 29% probability of being satisfied with EBS overall. Highlight courtesy as a core value. Train

drivers to know how to communicate with and treat their customers, stressing that polite and respectful language is an important part of

their professional presence.

3. Reservations staff continues to receive very high ratings. At least 96% of all customers are very satisfied or satisfied with reservation staff’s

availability, courtesy, and competence. Share these findings with the reservationist team to showcase how their efforts pay off.

4. Fifty-one percent of customers who own a smart phone and are not currently using the myMTA app, are willing to install the app with

some guidance. Promote technology usage and acceptance by offering instruction and help with installing and using the app. Continue to

work with MTA IT on bug fixes and app enhancements to encourage further adoption.

4 See analysis on page 13.

5 See analysis on page 15.


3. Background & Objectives

In 1990, the Federal Americans with Disabilities Act (ADA) established standards for public services and buildings to include transportation systems

such as Metropolitan Transportation Authority (MTA)’s New York City Transit (NYC Transit). Therefore, NYC Transit developed Access-A-Ride (AAR)

Paratransit services, which can be utilized in the five boroughs and up to three-quarter miles in adjacent Nassau and Westchester counties. AAR

provides service to ADA eligible citizens who are unable to ride the bus or subway system provided. AAR provides shared ride, door-to-door service

with limited assistance getting on and off the vehicle. The fare for this ride is the same fare that would be incurred for a standard public

transportation ride. If more assistance is required, the individual may ride with a personal care attendant who rides free of charge.

Since 1996, New York City Transit has engaged a research consultant to provide quantitative research to obtain customer ratings of the service and

determine ways in which AAR could be improved. These yearly surveys allow the Paratransit program to track customer opinions and identify

problem areas. This study was last conducted in 2018. What follows are the results from the 2019 wave of this research.

MDAC contacted 3721 of the registered riders of Access-A-Ride. The group “contacted” includes completed interviews, partially completed

interviews, refusals, and screen outs. Of the 3721 registered riders of Access-A-Ride that were contacted, 2785 or 74.8% qualified to answer the

survey6. Registered riders qualified by indicating that they lived in one of the five boroughs (The Bronx, Manhattan, Queens, Brooklyn, or Staten

Island) of New York City and did not work or have anyone in their immediate family work for a local transit agency (the MTA, New York City Transit,

Metro-North Railroad, Long Island Rail Road, Staten Island Railway, the PATH, Bridges and Tunnels, or New Jersey Transit), or for a media, marketing,

or advertising company or a market research firm.

6In 2018, 3585 registered riders of Access-A-Ride were contacted and 2,563 qualified or 71.5% qualified to answer the survey. From the 2017 report, 89% of those contacted qualified for the study;

however, the previous contractor did not provide raw numbers, nor a definition of “contacted” and “qualified.”


4. Methodology

A Pretest was conducted on 12/11/19 from 11:00am-5:00pm. 91 records were called and 10 interviews completed. The average length of interview

was 21.1 minutes.

In order to meet the research objectives, telephone interviews were conducted in English and Spanish among registered riders of Access-A-Ride.

Interviews were conducted between January 6, 2020 and February 7, 2020 by professional MDAC interviewers from MDAC’s call center.

In order to qualify for the study, customers had to currently live in one of the five boroughs of New York City. If customers were unable to participate

in the survey due to a physical or other condition, their personal caregiver or care attendant was interviewed. In 2019, 3% of customers (4% in

2018) had a personal care attendant respond on their behalf.

Customers were categorized into three user segments: Frequent Users, Occasional Users, and Infrequent Users. These groups were defined by the

frequency of AAR ride requests made between September and November 2019.

September - November 2019

AAR User Segment # of

Interviews Frequency of Ride Requests

% of

Registrants

% of

Requests

Frequent Users 1382 25+ requests 6% 79%

Occasional Users 626 7-24 requests 14% 16%

Infrequent Users 404 1-6 requests 24% 5%

Total 2412

Similar to the pretest, interviews averaged 21 minutes in length.

Using sampling techniques, we can estimate the responses of an entire population without having to interview the entire target group. There are

mathematical means to measure how close our random sample estimate comes to the ‘true’ value of the population. For the 2412 interviews

conducted for the Customer Satisfaction survey, we can expect the values from our sample to be within 2 percentage points of the true population

value, 95 percent of the time. That means, if we get a value of 50 percent from our sample, we can be 95 percent sure that the population value is

Methodology (continued)


somewhere between 48 and 52 percent. This measure of the difference of the sample value from the true value, called the ‘margin of error’, will

vary with the size of the sample and the results received. A chart detailing the margin of error is in Appendix B on page 90.

When reading the charts in this report, note that some percentages may not sum to 100% due to rounding. Additionally, all sample sizes (n) have

been weighted and therefore, due to rounding, subsets of the total sample may not always sum to the total sample.

It is important to note that there was no customer satisfaction survey conducted in 2002, 2009, or 2010.

Appendix B includes a chart showing the user segments surveyed by borough on page 91, and the weights on page 93, that were applied to this

year’s data.



COUNT OF ACTIVE REGISTRANTS SEPTEMBER 2019

COUNTY

TOTAL

REGISTRANTS FREQUENT %REGS OCCASIONAL %REGS INFREQUENT %REGS TOTAL

BRONX 27,445 1,874 7% 4,256 16% 6,831 25% 12,961

KINGS 57,146 3,661 6% 8,485 15% 14,332 25% 26,478

NEW YORK 21,012 1,281 6% 3,126 15% 5,526 26% 9,933

QUEENS 40,214 2,443 6% 5,308 13% 9,341 23% 17,092

RICHMOND 13,180 708 5% 1,515 11% 2,848 22% 5,071

TOTAL 158,997 9,967 6% 22,690 14% 38,878 24% 71,535



TRIP COUNT OF ACTIVE REGISTRANTS FOR SEPTEMBER - NOVEMBER 2019

COUNTY

TRIP

REQUESTS FREQUENT % TOTAL OCCASIONAL

%

TOTAL INFREQUENT % TOTAL

BRONX 477,641 382,104 80% 74,628 16% 20,909 4%

KINGS 937,316 739,263 79% 155,005 17% 43,048 5%

NEW YORK 350,197 272,824 78% 61,527 18% 15,846 5%

QUEENS 601,090 473,760 79% 97,898 16% 29,432 5%

RICHMOND 173,695 136,451 79% 28,282 16% 8,962 5%

TOTAL 2,539,939 2,004,402 79% 417,340 16% 118,197 5%


5. Important Factors that Drive Overall Satisfaction with Access-A-Ride

A logistic regression model was built using overall satisfaction with AAR (Q4) as the dependent variable. The potential predictor variables of overall

satisfaction with AAR were those variables identified by MDAC and MTA as potentially drivers of overall satisfaction. This subset was further

truncated to only include questions that were asked of the total sample. This final subset contained 9 variables: Q4 (dependent variable), Q3.1a,

b, c, d, e, f, g and Q38 (predictor variables)7. The data were weighted as described. (See page 92).

The resulting output of the logistic regression is: Logistic Regression of Q1: Overall Very Satisfied or Somewhat Satisfied with AAR

Weighting Variable: WEIGHT

Predictor

Variables Coefficient Std Error Coef/SE P

Constant -3.14380 0.32315 -9.73 0.0000

Res_Serv 1.09163 0.23630 4.62 0.0000

On_Time 1.56307 0.16446 9.50 0.0000

Drivers 1.11441 0.20291 5.49 0.0000

Vehicle 0.44400 0.20010 2.22 0.0265

Cust_Serv 1.11362 0.21661 5.14 0.0000

Last_Trip 0.53192 0.24098 2.21 0.0273

Deviance 1365.24

P-Value 1.0000

Degrees of Freedom 2173

Convergence criterion of 0.01 met after 4 iterations

Cases Included 2180 Missing Cases 232

7 Q3.1a=Reservation Service, Q3.1b=On-Time Performance, Q3.1c=AAR Drivers, Q3.1d=AAR Vehicle, Q3.1e=Communication about AAR customer services, Q3.1f=Communication about your trip on

the day it is provided, Q3.1g Communication about upcoming AAR trips, Q38=Satisfaction with last AAR trip


The odds ratios associated with this model are:

Logistic Regression Odds Ratios for Q4: Overall Very Satisfied or Somewhat Satisfied with AAR

Predictor 95% C.I. 95% C.I.

Variables Lower Limit Odds Ratio Upper Limit

Res_Serv 1.87 2.98 4.73

On_Time 3.46 4.77 6.59

Drivers 2.05 3.05 4.54

Vehicle 1.05 1.56 2.31

Cust_Serv 1.99 3.05 4.66

Last_Trip 1.06 1.70 2.73

We can interpret these odds ratios in the manner shown in this table:

Customers who were Very

Satisfied or Satisfied with …

… Were this many times more likely to be

Very Satisfied or Satisfied with AAR

AAR On Time Performance 4.77

AAR Drivers 3.05

AAR Customer Service 3.05

AAR Reservation Service 2.98

Their Last Trip 1.70

AAR Vehicles 1.56

Thus, on-time performance is a strong predictor of customers’ assessment of overall satisfaction with Access-A-Ride. In addition, Access-A-Ride

drivers, AAR customer services, and the AAR reservation service are also important predictors of customers' assessment of overall satisfaction with

Access-A-Ride. Their last Access-A-Ride Trip and Access-A-Ride vehicles also play a role in determining overall satisfaction. The model shows that a

person who is Very Satisfied or Satisfied with all 6 of these factors has a probability of 93.8% of being Very Satisfied or Satisfied with AAR overall.

By contrast, a person who is Very Satisfied or Satisfied with none of these factors has a probability of 4.1% of being Very Satisfied or Satisfied with

AAR overall. Thus, these factors collectively are hugely important in determining a customer’s overall satisfaction with AAR.


6. Important Factors that Drive Overall Satisfaction with Enhanced Broker Service (EBS)

A logistic regression model was built using overall satisfaction with the Enhanced Broker Service (Q45_2) as the dependent variable. The potential

predictor variables of overall satisfaction with the Enhanced Broker Service contained 9 variables: Q45_2 (dependent variable), Q45_3, Q45_4,

Q45_5, Q45_7, Q45_8, and Q45_9 (predictor variables).8 The data were weighted as described (See page 92).

The resulting output of the logistic regression is:

Logistic Regression of Q45_2: Overall Very Satisfied or Somewhat Satisfied with Enhanced Broker Service

Predictor

Variables Coefficient Std Error Coef/SE P

Constant -2.88968 0.38792 -7.45 0.0000

EBCallTxt 1.80535 0.28191 6.40 0.0000

EBCourtsy 2.66464 0.24964 10.67 0.0000

EBSClean 0.68467 0.28889 2.37 0.0178

Deviance 808.03

P-Value 1.0000

Degrees of Freedom 1077

Convergence criterion of 0.01 met after 4 iterations

Cases Included 1081 Missing Cases 1331

The odds ratios associated with this model are:

Logistic Regression Odds Ratios for Q45_2: Overall Very Satisfied or Somewhat Satisfied with Enhanced Broker Service

Predictor 95% C.I. 95% C.I.

Variables Lower Limit Odds Ratio Upper Limit

EBCallTxt 3.50 6.08 10.57

EBCourtsy 8.81 14.36 23.43

EBSClean 1.13 1.98 3.49

8 These predictor variables differ from those which are used to assess overall AAR satisfaction and do not include factors such as On Time Performance. Q45.3=Call or text when arrive, Q45.4=Drivers

courteous and professional, Q45.5=Drivers are careful and safe, Q45.7=Clean vehicle, Q45.8=availability of seat belts, Q45.9=temperature


We can interpret these odds ratios in the manner shown in this table:

Customers who were Very

Satisfied or Satisfied with …

… Were this many times more likely to be

Very Satisfied or Satisfied with EBS

EBS Driver Courtesy 14.36

EBS Driver Call/Text on Arrival 6.08

EBS Vehicle Clean 1.98

Thus, EBS Driver Courtesy is an extremely strong predictor of customers’ assessment of overall satisfaction with Enhanced Broker Service. In

addition, whether the driver calls or texts upon arrival is a very strong predictor of overall satisfaction with Enhanced Broker Service. The cleanliness

of the EBS vehicle is also an important predictor of customers’ assessment of overall satisfaction with Enhanced Broker Service.

A person who is satisfied with the EBS driver’s courtesy has an 93.5% probability of being satisfied with EBS overall. However, a person who is not

satisfied with the EBS driver’s courtesy has only a 29% probability of being satisfied with EBS overall.

The model shows that a person who is Very Satisfied or Satisfied with all 3 of these factors has a probability of 90.6% of being Very Satisfied or

Satisfied with EBS overall. By contrast, a person who is Very Satisfied or Satisfied with none of these factors has a probability of 5.3% of being Very

Satisfied or Satisfied with EBS overall. And a person who is Very Satisfied or Satisfied with 2 of these factors but not with EBS Driver Courtesy has a

probability of only 40.1% of being Very Satisfied or Satisfied with EBS overall.

Thus, these factors collectively are very important in determining a customer’s overall satisfaction with EBS, and Driver Courtesy is by far the largest

contributor to satisfaction with EBS.


7. Supporting Tables


7.1 Overall Satisfaction with Access-A-Ride

7.1A Overall Satisfaction with Access-A-Ride

Among All Users 2017-2019

Year

2017 2018 2019

n = 2303 2330 2412

% % %

Very Satisfied 30 46 39

Somewhat Satisfied 44 41 45

Total: Satisfied 74 86 84

Somewhat Dissatisfied 17 9 10

Very Dissatisfied 7 3 5

Total: Dissatisfied 24 13 15

Don't know/Refused 3 1 1

This question asked of: All Users

Q4

7.1B Overall Satisfaction with Access-A-Ride

Among Frequent/Occasional Users 2017-2019

Year

2017 2018 2019

n = 2003 2027 2008

% % %








This question asked of: Frequent/Occasional Users

Q4


7.1C Overall Satisfaction with Access-A-Ride Service

By Borough of Residence

Among Frequent/Occasional Users 2019

Borough

Bronx Manhattan Queens Brooklyn Staten Island

n = 372 281 473 745 137

% % % % %

Very Satisfied 40 38 35 38 45

Somewhat Satisfied 43 44 49 46 41

Total: Satisfied 83 82 84 84 86

Somewhat Dissatisfied 11 13 10 10 9

Very Dissatisfied 5 4 5 6 4

Total: Dissatisfied 16 17 15 16 13

Don't know/Refused 1 <1 1 1 1


Q4

7.1D Overall Satisfaction with Access-A-Ride

Among Infrequent Users 2017-2019

Year

2017 2018 2019

n = 300 303 404

% % %








This question asked of: Infrequent Users

Q4

Q4 Now please tell me how satisfied you are with Access-A-Ride, overall. Would you say you are...? Q4 Now please tell me how satisfied you are with Access-A-Ride, overall. Would you say you are...?


7.2 Reason for Overall Satisfaction rating of AAR

7.2A Reason for Overall Satisfaction Rating of AAR

Among All Users

2019

n= 2412

%

Not On Time/Poor On-Time Performance (Not Specific) 21

Other Positive/Satisfied Mentions 20

On-Time Performance/Don't Have To Wait/Arrive Early 19

Other Dissatisfied With Service Mentions 9

(Good) Availability Of Rides 8

Driver's Knowledge Of Routes/Knows Where He's Going 7


Each open end response may have been coded to more than one category, therefore the

sum of percentages for all response codes is greater than 100%.

This table lists the top 6 codes applied to open end responses. Of the remaining codes

not listed here, each was applied to less than 5% of the responses.

The codes listed above comprise 70% of the total responses to Q5. The remaining 30% of

responses were coded across more than 60 different categories.

Q5

Q5 Why did you give Access-A-Ride a satisfaction rating of ...?


7.3 Trip Requests and Authorized Trips

7.3A Trip Requests and Authorized Trips


2019

Bronx

Trip Requests 1,730,669

Trips Authorized 1,490,186

Manhattan



Queens



Brooklyn



Staten Island

Trip Requests 630,252

Trips Authorized 553,477


7.4 Access-A-Ride is a ‘Good Value for the Money’

7.4A Access-A-Ride is a 'Good Value for the Money'


Year

2017 2018 2019

n = 2303 2330 2412

% % %

Yes 91 96 95

No 6 3 3

Don't Know/Refused 3 1 2


Q7

7.4B Access-A-Ride is a 'Good Value for the Money'


Year

2017 2018 2019

n = 2003 2027 2008

% % %

Yes 91 96 96

No 6 3 3



Q7

Q7 Considering the fare and the service provided by Access-A-Ride, would you say it is a good value for the money?

Access-A-Ride is a ‘Good Value for the Money’ (continued)


7.4D Access-A-Ride is a 'Good Value for the Money'


Year

2017 2018 2019

n = 300 303 404

% % %

Yes 88 95 93

No 7 3 5



Q7

7.4C Access-A-Ride is a 'Good Value for the Money'



Borough

Bronx Manhattan Queens Brooklyn

Staten

Island

n = 372 281 473 745 137

% % % % %

Yes 95 96 97 95 98

No 4 3 3 2 2

Don't

Know/Refused 1 2 <1 3 0


Q7

Q7 Considering the fare and the service provided by Access-A-Ride, would you say it is a good value for the money?


7.4.1 Alternatives to Cash for Access-A-Ride

4.4.1A Alternatives to Cash


Q7.1 Alternatives to cash* Year

2017 2018 2019

n= 2330 2412

% % %

Paying online through OMNY n/a 11 7

Paying through the MyAAR app n/a 7 6

Using a TransitChek or similar employee commuter transit benefit program n/a 12 10

None of the above n/a 63 70

Don't Know/Refused n/a 7 7


* New question in 2018

Q7, Q7.1

Q7.1 Which of the following alternatives to cash would you consider to pay for your Access-A-Ride trip?


7.5 Change in Overall Access-A-Ride Service

7.5B Overall Access-A-Ride Service


Year

2017 2018 2019

n = 2003 2027 2008

% % %

Improved 36 55 48

Stayed the same 39 36 37

Gotten worse 19 5 9



Q3

7.5A Overall Access-A-Ride Service


Year

2017 2018 2019

n = 2303 2330 2412

% % %

Improved 36 53 46


Gotten worse 5 6 8



Q3

Q3 Would you say that during the past year, overall, Access-A-Ride service has ...?

Change in Overall Access-A-Ride Service (continued)


7.5C Overall Access-A-Ride Service



Borough


n = 372 281 473 745 137

% % % % %

Improved 45 46 48 50 46

Stayed the same 38 38 38 36 44

Gotten worse 10 8 9 9 7

Don't Know/Refused 7 8 6 5 3


Q3

7.5D Overall Access-A-Ride Service


Among All Users - 2019

Borough


n = 443 336 574 892 168

% % % % %

Improved 43 47 46 48 42





Q3



7.5E Overall Access-A-Ride Service


Year

2017 2018 2019

n = 300 303 404

% % %

Improved 32 41 39


Gotten worse 3 7 5



Q3



7.6 Overall Satisfaction with Last Access-A-Ride Trip

7.6B Overall Satisfaction with Last Access-A-Ride Trip


Year

2017 2018 2019

n = 2003 2027 2008

% % %









Q38

7.6A Overall Satisfaction with Last Access-A-Ride Trip


Year

2017 2018 2019

n = 2303 2330 2412

% % %









Q38

Q38 Now, thinking about when you were last picked up by Access-A-Ride, overall, were you...?

Overall Satisfaction with Last Access-A-Ride Trip (continued)


7.6C Overall Satisfaction with Last Access-A-Ride Trip



Borough


n = 372 281 473 745 137

% % % % %







Don't know/Refused 1 2 1 1 0


Q38


Overall Satisfaction with Last Access-A-Ride Trip (continued)


7.6D Overall Satisfaction with Last Access-A-Ride Trip


Year

2017 2018 2019

n = 300 303 404

% % %









Q38



7.7 Changes in Access-A-Ride Reservation Service

7.7A Changes in Access-A-Ride Reservation Service

Among Frequent/Occasional Users

2017-2019

Year

2017 2018 2019

n = 2003 2027 2008

% % %

Improved 37 42 36


Gotten worse 5 3 3

Other1 n/a 0 0



1. This was not an answer option in 2017

Q40F

Q40F Now think again about making reservations for a ride. In the past three months, would you say that Access-A-Ride’s Reservation

Service has...?

Changes in Access-A-Ride Reservation Service (continued)


7.7B Changes in Access-A-Ride Reservation Service



Borough


n = 372 281 473 745 137

% % % % %

Improved 40 33 34 36 32



Other 0 0 0 0 0



Q40F

Q40F Now think again about making reservations for a ride. In the past three months, would you say that Access-A-Ride’s Reservation

Service has...?


7.8 Reasons for Changes in Access-A-Ride Reservation Service

7.8A Ways in Which the Access-A-Ride Reservation Service Has Improved/Gotten Worse by Perceptions of Changes in Access-A-Ride Reservation

Service Among Frequent/Occasional Users

2019

Improved 1 Gotten Worse 2

n= 713 n= 49

% %

Phone Answering Promptness/Less Hold Time/Less Wait To

Get To A Person/Have More Operators 22 All Other Specific Negative References To Service 31

On-Time Performance/Waiting Time/Pick-Up, Drop-Off On

Time (Positive) 17 Rude/Impatient Reservationists 18

Manner/Performance Of Reservationists/Dispatchers/More

Courteous/Friendly/Patient/Helpful 17

On-Time Performance/Waiting Time/Pick-Up, Drop-Off On

Time (Negative) 12

All Other Specific Positive References To Service 16 Reliability/Dependability (Negative) 10

Reliability/Dependability (Positive) 8 (Sometimes) They Don't Show Up 10

Availability Of Rides/Can Schedule A Ride Right

Away/Get/Close To The Time I Need 4 Reservationists Aren't Professional (Chew Gum, Etc.) 6

Reservationists Are More Professional/Follow A Script/Are All

Business 4 Can't Understand Them/Don't Speak English 6

Reservationists Are Faster/Book Trips Faster/Call Back

Quicker 3

Errors/Put Down Wrong Information For Pick-Ups (Address,

Time, Vehicles, Etc.)/Trip Not Booked 5

Don't Know/Refused 3 Reference To Ride Performance 5

Reservationists Are More Knowledgeable/Competent/

Well-Trained 3

Reservationists Don't Seem Knowledgeable/Not Trained

Well 5

More Thorough/Read Information Back To You 3 Get Put On Hold Too Long/Too Frequently 5

They Speak Clearly/Not Too Fast/More People Speak

English/Can Understand Them 3 Personnel/“People” (Not Specific) 3


This question asked of: Frequent/Occasional Users who feel the Reservation Service has either improved or gotten worse in the past 3 months

Each open end response may have been coded to more than one category; therefore the sum of percentages for all response codes is greater than 100%.

1. This table lists the top 12 codes applied to open end responses. Of the remaining codes not listed here, each was applied to less than 3% of the responses.

The codes listed here comprise 87% of the total responses to Q40G. The remaining 13% of responses were coded across 35 different categories.

2. This table lists the top 12 codes applied to open end responses. Of the remaining codes not listed here, each was applied to less than 3% of the responses.

The codes listed here comprise 90% of the total responses to Q40G. The remaining 10% of responses were coded across 6 different categories.

Q40G

Q40G In what ways has the Reservation Service (improved/gotten worse)?


7.9 Expected Future Usage of Access-A-Ride

7.9B Expected Future Usage of Access-A-Ride


2017 - 2019

Year

2017 2018 2019

n = 2003 2027 2008

% % %

More often 22 24 25

Less often 2 2 1

About the same 43 51 47

Not sure 1 n/a n/a 25



1. This answer choice new in 2019

Q50B

7.9A Expected Future Usage of Access-A-Ride


Year

2017 2018 2019

n = 2303 2330 2412

% % %

More often 22 24 25

Less often 2 2 1


Not Sure 1 n/a n/a 26



1. This answer choice was new in 2019

Q50B

Expected Future Usage of Access-A-Ride (continued)


7.9C Expected Future Usage of Access-A-Ride



Borough


n = 372 281 473 745 137

% % % % %

More often 29 25 23 25 30

Less often 1 1 2 1 1

About the same 46 50 47 46 47

Not Sure 23 23 26 27 21



Q50B

Q50B In the next year or so would you expect to use Access-A-Ride, including vans, taxi rides and broker cars...?



7.9D Expected Future Usage of Access-A-Ride

Among Infrequent Users

2017-2019

Year

2017 2018 2019

n = 300 303 404

% % %

More often 21 29 25

Less often 2 3 2


Not Sure 1 n/a n/a 31



1. This answer choice new in 2019

Q50B

Q50B In the next year or so would you expect to use Access-A-Ride, including vans, taxi rides and broker cars...?



7.9E Reasons Why Expect to Use AAR Less Often in the Next Year

2017 - 2019

2017 2018 2019

2019

Frequent

Users

Occasional

Users

Infrequent

Users

n= 42 40 35 19 8 8

% % % % % %

Total: Less need 60 62 58 76 33 41

Healthier/Better physical shape 17 30 29 40 16 16

Fewer doctor's appointments 10 8 3 0 12 0

Working less/Retired 15 5 14 26 0 0

Don't go out as much 9 16 0 0 0 0

No need (not specific) 5 3 9 10 5 10

Moving 3 0 3 0 0 15

They are unreliable 17 6 2 0 0 10

Medical limitations (i.e., less able to go out) 16 11 20 13 25 31

Services (Other) 9 0 15 11 28 10

People/Personnel/Poor treatment 9 0 2 3 0 0

Weather Conditions n/a n/a 3 0 0 15

Uncomfortable Vehicle n/a n/a 6 4 16 0

Other n/a 4 2 3 0 0

This question asked of: Those who expect to use AAR less often in the next year

Each open end response may have been coded to more than one category, therefore the sum of percentages for all response codes is

greater than 100%.

Q50C

Q50C Why do you expect to use Access-A-Ride less often in the next year or so?


7.10 Specific Aspects of Access-A-Ride Service

7.10A Satisfaction with Specific Aspects of Access-A-Ride Service

All Users

2018-2019*

Year

2018 2019

n = 2330 2412

% satisfied ("very" or "somewhat" satisfied): % %

3.1A - Reservation service 94 93

3.1B - On-Time Performance 83 84

3.1C - Access-A Ride Drivers 89 90

3.1D - Access-A-Ride Vehicle 86 87

3.1E - Communication about Access-A-Ride customer services 89 88

3.1F - Communication about your trip on the day it is provided 90 91

3.1G - Communication about upcoming Access-A-Ride trips 89 90

3.1L - Trip provided by Enhanced Broker 1,2 n/a 61

3.1M - Ease of use of the MyAAR App 1,2 n/a 21

3.1O - Ease of use of the MTA Website 1,2 n/a 19

3.1P - Eligibility Assessment Center operation 1,2 n/a 77


Q3.1

* New question in 2018

1. This question was not asked in 2018

2. A significantly large number of customers chose "n/a" as their response to this question

Q3.1A - Q3.1P Now I would like you to rate your satisfaction with the following aspects of Access-A-Ride. For each aspect, please tell me

if you were Very Satisfied, Somewhat Satisfied, Somewhat Dissatisfied, or Very Dissatisfied.


7.10B Satisfaction with Specific Aspects of Access-A-Ride Service

Among Frequent Users

2017-2019

Year

2017 2018 2019

n = 1378 1389 1382

% satisfied ("very" or "somewhat" satisfied): % % %

Reservations

Q42A - Being able to get through to make a reservation 91 95 94

Q42C - The courtesy of the reservations staff 92 96 96

Q42C1 - The competence of the reservations staff 90 93 95

Q42D - The ability to get a ride for the day or time you request it 87 91 91

Q42E - The time it takes to confirm the reservation 92 94 94

Q42H - The ease of understanding what the reservation agent was saying 1 n/a 94 95

Q42I - Confirmation of your reservation the evening before your trip 1 n/a 90 96

Q42J - Messages about the arrival of your vehicle 1 n/a 88 88

Blue-and-White Vehicles

n=

1323x 513

Q44G - Overall cleanliness of your vehicle 1,2 n/a 90 93

Q44H - Availability of seatbelts 1,2 n/a 93 96

Q44I - Temperature of the vehicle (neither too hot or too cold) 1,2 n/a 95 96

n=

595* 101

Q44K - Ease of deployment of the ramp 1,2,3 n/a 45 84

n= 586+ 349

Q44L - Ease of deployment of the lift 1,2,4 n/a 82 82


This question asked of: Frequent Users

1. This question new in 2018

2. This question asked of: Those who indicated they rode in a blue-and-white AAR Vehicle

3. This question asked of: Those who indicated they rode in an MV-1 (SUV)

4. This question asked of: Those who indicated they rode in a van

X In 2018 This question was asked of those who rode in a blue-and-white vehicle, yellow or green taxi, or broker service

* In 2018 This question was asked of those who indicated they rode in a yellow or green taxi or car service

+ In 2018 This question was asked of those who indicated they rode in any blue-and-white AAR vehicle

Q42A, Q42C, Q42C1, Q42D, Q42E, Q42H, Q42I, Q42J, Q44G, Q44H, Q44I, Q44K, Q44L

Q42A - Q44L Now thinking about your experience with Access-A-Ride in the past 3 months, I’d like you to tell me how satisfied you are with some specific

aspects of Access-A-Ride service. Please tell me if you were Very Satisfied, Somewhat Satisfied, Somewhat Dissatisfied, or Very Dissatisfied.


7.11 Enhanced Broker Service

7.11A Enhanced Broker Service

All Users 2019*

Q45.1 Have you used our new Enhanced Broker Service which began in March of this year? %

n= 2412

Yes 50

n= 1215

Q45.2 - Satisfied with the Enhanced Broker Service (% Satisfied; either "very" or "somewhat") 1 81

Q45.3 - Enhanced Broker Service called or texted when they arrived (% "Yes") 1 90

Q45.4 - Enhanced Broker drivers were courteous and professional (% "Yes") 1 88

Q45.5 - Enhanced Broker drivers operated the vehicle in a careful and safe manner (% "Yes") 1 93

Q45.7 - Enhanced Broker vehicles were clean (% "Yes") 1 90

Q45.8 - Seat belts available in your Enhanced Broker vehicle (% "Yes") 1 94

Q45.9 How was the temperature in your Enhanced Broker vehicle 1

n= 1215

Too hot 2

Too cold 2

Acceptable 94

Don't know/Refused 2

* These questions new in 2019

1. This question asked of: Users who indicated they have used the Enhanced Broker Service

Q45.1, Q45.2, Q45.3, Q45.4, Q45.5, Q45.7, Q45.8, Q45.9

Q45.1 Have you used our new Enhanced Broker Service which began in March of last year?

Q45.2 How satisfied are you with the Enhanced Broker Service?

Q45.3 In general, have the Enhanced Broker Service called or texted when they arrived?

Q45.4 In general, have the Enhanced Broker drivers been courteous and professional?

Q45.5 In general, have the Enhanced Broker drivers operated the vehicle in a careful and safe manner?

Q45.7 In general, have the Enhanced Broker vehicles been clean?

Q45.8 In general, were seat belts available in your Enhanced Broker vehicle?

Q45.9 In general, how was the temperature in your Enhanced Broker vehicle?


7.11B Used Enhanced Broker Service?


Among All Users 2019

Borough


n = 443 336 574 892 168

% % % % %

Yes 45 52 51 55 34

No 38 32 32 33 54



Q45.1

Q45.1 Have you used our new Enhanced Broker Service which began in March of last year?


7.11C Satisfaction with Enhanced Broker Service


Among All Users 2019

Borough


n = 201 174 293 491 57

% % % % %

% Satisfied (very or somewhat) 85 83 81 79 85

This question asked of: Users who indicated they have used the Enhanced Broker Service

Q45.2

Q45.2 How satisfied are you with the Enhanced Broker Service?


7.11D Enhanced Broker Service

Driver did not operate vehicle in careful and safe manner

All Users 2019*

Q45.6 In what way(s) did the driver not operate the vehicle in a careful and safe manner?

%

1

n= 69

Drove too fast 72

Drove too slow 7

Talked or texted on cellphone 64

Disobeyed (broke) a traffic law (e.g. ran a red light, did not stop at a stop sign, etc.) 29

Don't know/Refused 4

* This question new in 2019

1. This question allows more than one answer per customer, therefore the sum of percentages may be greater than 100%

Q45.6

Q45.6 In what way(s) did the driver not operate the vehicle in a careful and safe manner?


7.12 Use of Assessment Center

7.12B Use of Assessment Center


2017 - 2019

Year

2017 2018 2019

n = 734 836 891

% % %

Yes 78 78 80

This question asked of: Those who have applied for or been recertified in 2019 -

Frequent/Occasional Users

Q67

7.12A Use of Assessment Center

Among All Users

2017-2019

Year

2017 2018 2019

n = 2301 980 1094

% % %

Yes 77 78 79

This question asked of: Those who have applied for or been recertified in 2019

Q67

Q67 Did you go to an eligibility assessment center and have an evaluation with a health care professional?

Use of Assessment Center (continued)


7.12D Use of Assessment Center

Among Infrequent Users

2017 - 2019

Year

2017 2018 2019

n = 112 145 202

% % %

Yes 75 75 74

This question asked of: Those who have applied for or been recertified in 2019 - Infrequent Users

Q67

7.12C Use of Assessment Center


By Borough

2019

Borough


n = 156 133 212 332 58

% % % % %

Yes 85 79 81 78 75

This question asked of: Those who have applied for or been recertified in 2019 - Frequent/Occasional

Users

Q67

Q67 Did you go to an eligibility assessment center and have an evaluation with a health care professional?


7.13 Satisfaction with Assessment Center

7.13A Satisfaction of Assessment Center

By User Type

2019

User Type

Frequent/Occasional Infrequent All

n = 713 150 863

% % %







Don't know/Refused <1 <1 <1

This question asked of: Those who visited an Assessment Center

Q67.7

Q67.7 Thinking about your experience at the eligibility assessment center overall, were you...?

Satisfaction with Assessment Center (continued)


7.13B Satisfaction of Assessment Center


By Borough

2019

Borough


n = 133 105 172 260 44

% % % % %








This question asked of: Those who visited an Assessment Center, Frequent/Occasional Users

Q67.7

Q67.7 Thinking about your experience at the eligibility assessment center overall, were you...?


7.14 AAR MetroCard

7.14A Awareness and Interest in AAR MetroCard

Among all Users

2017-2019

Year

2017 2018 2019

% % %

n = 2303 2330 2412

Q44.60 - Aware of AAR MetroCard (% "Yes") 61 56 48

n = 1386 1312 1152

Q44.60A – Have AAR MetroCard (% "Yes") 1 65 65 61

n = 481 1482 1709

Q44.60B - Interest in Receiving AAR MetroCard (% "Yes") 2 39 49 54

Q44.60C How often do you use your Metro card 3,4

n=

703

Daily n/a n/a 8

A few times each week n/a n/a 24

A few times each month n/a n/a 26

Once per month n/a n/a 8

Less than once per month n/a n/a 26

Don't know/Refused n/a n/a 8


1. This question asked of: Those who are aware of the Access-A-Ride MetroCard

2. This question asked of: Those who do not have an Access-A-Ride MetroCard

3. This question asked of: Those who have an Access-A-Ride MetroCard


Q44.60, Q44.60A, Q44.60B, Q44.60C

Q44.60 Are you aware of the Access-A-Ride

MetroCard, which allows customers to take up to four

free bus or subway rides per day?

Q44.60A Do you have an Access-A-Ride MetroCard?

Q44.60B Would you be interested in receiving an

Access-a-Ride MetroCard?

Q44.60C How often do you use your MetroCard?


7.15 Access to Mobile Phone When Using Access-A-Ride

7.15A Access to Mobile Phone When Using Access-A-Ride

2018-2019

Year

2018 2019

Q40.3 Cell Phone Penetration 1 % %

n = 2330 2412

Yes 94 95

Q40.4 Smart Phone Ownership 2

n = 2179 2282

Yes 56 61

Q40.5 Carry your cell phone when you travel with AAR 2

n= 2118* 2282

Yes 99 98

Q40.6 Wiling to receive text messaging about AAR trips 2

n= 2118* 2282

Yes 58 69

Q40.6A Are you currently using the myMTA App 3,5

n= 1387

Yes n/a 21

Q40.6B Willing to install the myMTA App 4,5

n= 1059

Yes n/a 52


1. This question asked of: All Users

2. This question asked of: Those who indicated they have a cell phone

3. This question asked of: Those who indicated they have a smart phone

4. This question asked of: Those who indicated they have a smart phone, and are not currently using the myMTA App


* In 2018 this question was skipped for those who refused to answer Q40.4

Q40.3, Q40.4, Q40.5, Q40.6, Q40.6A, Q40.6B

Q40.3 Do you have a cell phone?

Q40.4 Do you own a smart phone? A smart phone is a cell phone that can be used to access the internet, like a computer.

Q40.5 Do you carry your cell phone or smart phone with you when you travel with Access-a-Ride?

Q40.6 Are you or would you be willing to receive text messages to learn about and manage your Access-A-Ride trip?

Q40.6A Are you currently using the myMTA App?

Q40.6B With some guidance, would you be willing to install the myMTA App to learn about and manage your Access-A-Ride trips?


7.16 Option 8 When Calling Access-A-Ride

7.16A Use of and Satisfaction with Option 8 When Calling Access-A-Ride

Among All Users

2017-2019

Year

2017 2018 2019

Q73 Have you ever selected Option 8 When

Calling Access-A-Ride? % % %

n = 2303 2330 2412

Yes 47 45 44

Q73A Satisfaction with Option 8 when

calling Access-A-Ride1

n = 1074 1052 1057








This question asked of: All users

1. This question asked of: Those who have selected Option 8 when calling AAR

Q73, Q73A

Q73 When calling Access-A-Ride, have you ever selected Option 8 to give a commendation or make a complaint?

Q73A How satisfied were you with the call to give a commendation or make a complaint...?

Option 8 When Calling Access-A-Ride (continued)


7.16B Reasons Why Dissatisfied When Giving Commendation or Making a Complaint

(Use of Option 8 When Calling Access-A-Ride)

2019

2019

n = 233

%

They did not resolve the problem/It happened again 25

They never get back to you/No feedback/No response 21

Doesn't answer question/just states complaint 14

Some of the representatives are rude/Don’t seem to care 12

Took a long time to solve the problem 6

No one answered the phone 5

Send from letters/"Thank you for your complaint" 5

It feels like it goes nowhere/Doesn’t get looked at 5

This question asked of: Those who have called AAR and selected Option 8 to give a commendation or

make a complaint

Each open end response may have been coded to more than one category, therefore the sum of

percentages for all response codes is greater than 100%.

This table lists the top 8 codes applied to open end responses. Of the remaining codes not listed

here, each was applied to less than 3% of the responses.

The codes listed here comprise 86% of the total responses to Q73D. The remaining 14% of responses

were coded across 13 different categories.

Q73D

Q73D Why were you dissatisfied when giving a commendation or making a complaint?


7.17 Option 7 When Calling Access-A-Ride

7.17A Use of Option 7 when calling Access-A-Ride

Among All Users

2017-2019

Year

2017 2018 2019

Q74 Have you ever selected Option 7 When

Calling Access-A-Ride? % % %

n = 2303 2324 2397

Yes 48 46 50

Q74.1 Satisfaction with Option 7 when calling

Access-A-Ride1,2

n = n/a 1067 1192

Very Satisfied n/a 53 59

Somewhat Satisfied n/a 33 31

Total: Satisfied n/a 87 90

Somewhat Dissatisfied n/a 7 4

Very Dissatisfied n/a 4 4

Total: Dissatisfied n/a 12 8

Don't know/Refused n/a 2 2

These questions skipped for those who indicated they have not called Access-A-Ride (Q73)

1. This question asked of: Those who have selected Option 7 when calling AAR


Q74, Q74.1

Q74 When calling Access-A-Ride, have you ever selected Option 7 to use the automated phone system for assistance with checking the status

of a trip, or cancelling a trip?

Q74.1 Thinking about your experience with the automated phone system for assistance, overall were you...?


7.18 Satisfaction with rides in blue-and-white Access-A-Ride vehicles

7.18A Satisfaction with aspects of last ride in blue-and-white Access-A-Ride vehicle

Among All Users

2018-2019

Year

2018 2019

n= 1014 892

% "yes": % %

Q30.1 - Driver offered assistance getting into or out of vehicle 89 89

Q21A - Picked up within 30 minutes of your scheduled pick-up time 90 91

Q21C - Dropped off on time for your appointment 1,2 n/a 88

Q23 - Driver was courteous and professional 95 97

This question asked of customers who indicated they were picked up in a blue-and-white AAR vehicle

Q30.1, Q21A, Q21C, Q23


2. 4% indicated they were not on their way to a scheduled appointment

Q30.1 Still thinking about your last Access-A-Ride trip. Did the driver offer you assistance to get into or out of the vehicle?

Q21A Still thinking about your last Access-A-Ride trip. Were you picked up within 30 minutes of your scheduled pick-up time?

Q21C If you were on your way to a scheduled appointment, were you dropped off on time for your appointment?

Q23 Was the driver courteous and professional?


7.19 Type of Vehicle on last Access-A-Ride trip

7.19A Type of vehicle for last Access-A-Ride trip

All Users

Among All Users 2018- 2019*

Year

Q22.1 Type of vehicle 2018 2019

n= 2330 2412

% %

A blue-and-white Access-A-Ride vehicle 44 38

An Enhanced Broker Service Vehicle 1 n/a 56

I can’t recall which vehicle 1 n/a 3

Other 2 0

Don't Know/Refused 4 3

Q22.1A Type of blue-and-white Access-A-Ride vehicle 2

n= 1014 892

A van 67 69

A MV-1 (SUV) 14 16

A sedan 14 7



Q22.1, Q22.1A

* New question for 2018

1. New answer choice in 2019

2. This question asked of customers who indicated they were picked up in a blue-and-white AAR vehicle

Q22.1 Still thinking about when you were last picked up by Access-A-Ride, which type of vehicle did you ride in?

Q22.1A What type of blue-and-white Access-A-Ride vehicle did you ride in?


7.20 Reservation Service

7.20A Reservation Services

All Users

2018 - 2019*

Year

2018 2019

Q40.7 Method of making a reservation % %

n = 2330 2412

Through Access-A-Ride advance reservations call center 93 93

Through the myAAR app 3 3

Through the MTA website 2 2

E-hail Pilot Program n/a 1

Other 1 1

Don’t know/Refused 1 1

Q40N Time taken to receive reimbursements

n = 846 2412

Gotten shorter 17 3

Stayed the same 59 17

Gotten longer 25 10

I have not received my reimbursement 1 n/a 7

Never submitted receipts for reimbursements 1 n/a 56

Don't know/Refused 1 n/a 8

These questions asked of: All Users

* These questions were new in 2018

1. This was not an answer choice in 2018

Q40.7, Q40N

Q40.7 How do you most often make a reservation? How do you most often make a reservation?

Q40N After submitting receipts for reimbursement, has the time to receive your reimbursement...?


7.21 Safe Operation of Vehicle

7.21A Safe operation of vehicle

All Users

2017-2019

Year

2017 2018 2019

Q23A Did the driver operate the vehicle in a careful and safe manner 1 % % %

n = 2294 2230 2412

Yes 97 97 97

Q23B In what way(s) did the driver not operate the vehicle in a careful and safe manner 2,3,4

n = 45 50

Drove too fast n/a 56 57

Drove too slow n/a 1 3

Talked or texted on cellphone n/a 17 33

Disobeyed a traffic law n/a 21 31

Don’t know/Refused n/a 23 12

1. This question asked of: All Users

2. This question asked of users who answered "No" to Q23A

3. This question allowed multiple selections for one customer, therefore the sum of percentages will be greater than 100%


Q23A, Q23B

Q23A Did the driver operate the vehicle in a careful and safe manner?

Q23B In what way(s) did the driver not operate the vehicle in a careful and safe manner?


7.22 Awareness of Access-A-Ride Operation and Rules

7.22A Awareness of Access-A-Ride Operation and Rules

Among All Users

2018 - 2019*

Year

2018 2019

% %

n = 2330 2412

Q50.1 - Saw AAR Bill of Rights on last trip (% "Yes") 64 63

Q50.2 - Aware that Command Center operates 24/7 (% "Yes") 64 62

Q50.3 - Called Command Center (% "Yes") 1 57 61

Q50.4 Satisfaction with call to Command Center 2

n = 1345 1467

Total Satisfied (either "very" or "somewhat") 87 85

*These questions new in 2018

1. This includes those who indicated someone else called for them

2. This question asked of: Those who called the command center (or someone else called for them)

Q50.1, Q50.2, Q50.3, Q50.4

Q50.1 When you last traveled on Access-A-Ride, did you see the Access-A-Ride Customer Bill of Rights posted?

Q50.2 Are you aware that the Access-A-Ride Command Center (Prompt #5) operates 24 hours a day, 7 days a week to assist with same day

travel concerns?

Q50.3 In the last three months have you ever called Access-A-Ride Command Center or Prompt #5 for assistance with same day travel

concerns, such as get an estimated time of arrival, or change the pick-up time for any reason, like running late, or change in an appointment?

Q50.4 How satisfied were you with the results of your call to ACCESS-A-RIDE?


7.23 Recertified for Access-A-Ride

7.23A Recertified for Access-A-Ride

All Users

2018 - 2019

Year

2018 2019

n = 2330 2412

% %

Yes 42 45


Q67A

Q67A Did you apply for or were you recertified for Access-A-Ride in 2019?


7.24 Reason for Satisfaction rating of call to AAR Command Center

7.24A Reason for Overall Satisfaction rating of Call to AAR Command Center

Among All Users

2019

n= 1456

%

A Positive Experience Before Or After The Call 27

Manner / Performance Of Reservationists / Dispatchers / More Courteous / Friendly / Patient / Helpful 22

The Desired Result Of The Call Was Achieved With No Difficulty 20

A Negative Experience Before Or After The Call 13

Don't Know 9

The Desired Result Of The Call Was Achieved, But With Difficulty 9

Doesn't Answer Question / Just States Complaint 6

The Desired Result Of The Call Was Not Achieved 6

Incorrect Information Was Given On The Call 5

Get Put On Hold Too Long / Too Frequently 3

Rude / Impatient Reservationists 3

No Answer / Disconnected / Didn't Get Call Back 2

Can't Understand Them / Don't Speak English 1

They Speak Clearly / Not Too Fast / More People Speak English / Can Understand Them <1

This question asked of: Those who called AAR Command Center and gave a satisfaction rating for the call

Each open end response may have been coded to more than one category, therefore the sum of percentages for all response codes is greater

than 100%.

Q50.5

Q50.5 So why did you rate the result of the call a...?


7.25 Satisfaction with specific aspects of Assessment Center visit

7.25A Satisfaction with specific aspects of Assessment Center visit

All Users

2017 - 2019

Year

2017 2018 2019

Q67.1 Was the phone representative courteous? % % %

n = 654 761 863

Yes 91 89 93

Q67.2 Was the phone representative competent? 1

n = 616 710 829

Yes 95 95 96

Q67.25 Did you arrive at or before your scheduled appointment time?

n= 654 760 863

Yes 95 96 96

This question asked of : Those who visited an Assessment Center

1. This question asked of: Those who did not indicate they didn't speak with a representative in Q67.1

Q67.1, Q67.2, Q67.25

Q67.1 When you were informed you had to go to an eligibility assessment center for an evaluation, was the phone representative courteous?

Q67.2 Was the phone representative competent?

Q67.25 Did you arrive at the eligibility assessment center at or before your scheduled appointment time?


7.25B Satisfaction with specific aspects of Assessment Center visit

All Users

2017 - 2019

Year

2017 2018 2019

Q67.3 Did the evaluation take place at the scheduled time? 1 % % %

n = 622 734 826

Yes 93 92 93

Q67.4 Was the assessment center clean?

n = 654 760 863

Yes 95 91 93

Q67.5 Was the waiting area comfortable?

n= 654 760 863

Yes 89 87 87

Q67.6 Were you treated with courtesy and respect?

n= 654 760 863

Yes 96 96 96

These questions asked of: Those who visited an Assessment Center

1. This question asked of: Those who arrived on time for their appointment

Q67.3, Q67.4, Q67.5, Q67.6

Q67.3 Did your evaluation take place at the scheduled appointment time, or within a reasonable amount of time of the scheduled time?

Q67.4 Was the eligibility assessment center clean?

Q67.5 Was the eligibility assessment center’s waiting area comfortable?

Q67.6 Were you treated with courtesy and respect by the employees at the eligibility assessment center?


8. Rider Profile


8.1 Subscriber Type

8.1A Subscriber Type

2019

User Type

Total Frequent Occasional Infrequent

n= 2412 1382 626 404

% % % %

Conditional 61 60 60 64

Full 39 40 40 36

S1B

S1B Subscriber Type (record from sample - do not ask)


8.2 Demographics

8.2A Demographics

by User Type

2019

User Type

User Type



Age % % % % D4 Employment % % % %

n= 2412 1382 626 404 n= 2412 1382 626 404

Under 25 1 1 1 1 Employed 12 17 3 4

25 to 44 6 8 4 4 Not employed 88 82 97 95

45 to 64 32 37 24 28 Don't know/Refused <1 <1 <1 1

65 to 74 27 27 28 25 D4A Employment Status 1

75 or order 34 27 43 42 n= 278 242 19 18

Mean (in years) 67 65 70 70 Full-time 64 67 36 61

Median (in years) 69 66 72 72 Part-time 33 31 58 39

QB Gender Don't know/Refused 2 2 6 0

Male 21 21 18 26

Female 79 79 82 74

1. This question asked of: Those who are employed

AGE, QB, D4, D4A

AGE Recorded from sample (do not ask)

QB Record customer's gender (do not ask)

D4 Are you employed?

D4A Are you employed full-time or part-time?


8.3 Support Devices and Personal Care Attendants

8.3A Support Devices All Users

2018-2019

Year

2018 2019

D3A Use of Support Devices % %

n = 2330 2412

Yes 77 77


D3A

D3A When traveling, do you normally use a support device, service animal or other form of assistance not including a Personal Care Attendant?


8.3B Travel with Personal Care Attendants

All Users

2018-2019

Year

2018 2019

% %

n = 2330 2412

Yes 47 51

No 52 48

Don't know/Refused 1 1


D3C

D3C Do you normally travel with a Personal Care Attendant?


8.4 Demographics (Origin, Race, and Country)

8.4A Are you of Hispanic, Latino, or Spanish origin?

All Users

2018 - 2019*

Year

2018 2019

n= 1358 1 2412

% %

Yes 19 15

No 78 82



1. This question was added during the fielding period in 2018

D17

8.4B Which of the following describes your race?

All Users

2018 - 2019*

Year

2018 2019

n= 1358 1 2412

% %

White 27 25

African-American/Black 45 53

Asian 2 2

American Indian or Alaska Native 1 1

Native Hawaiian or Other Pacific Islander <1 <1

Racially Mixed 17 11

Other 0 0



1. This question was added during the fielding period in 2018

D18

*These questions were added to the survey during the fielding period.

D17 Are you of Hispanic, Latino, or Spanish origin?

D18 Which of the following describes your race?


8.4C In what country were you born?

All Users

2018 - 2019*

Year

2018 2019

n= 1358 1 2412

% %

USA 74 72

Barbados n/a 1

Dominican Republic 2 1

Guyana 2 3

Haiti n/a 2

Jamaica 3 5

North Korea n/a 0

Russia n/a 1

Puerto Rico 3 3

Other 13 9


- These are the top mentions. The remaining countries

comprised less than 1% each of the total.

- n/a = This country made up less than 1% of the

responses in 2018


1. This question was added during fielding in 2018

D19

D19 In what country were you born?


8.5 Demographics (Language)

8.5A What is the primary language spoken at your home?

All Users

2018 - 2019*

Year

2018 2019

n= 1358 2412

% %

English 88 90

Spanish 6 4

Chinese/Mandarin/Cantonese <1 <1

Korean <1 <1

Russian <1 1

French Creole 1 1

Other 4 3



D20

8.5B How well do you speak English?

2018 - 2019*

Total

2018 2019

n= 1358 2411 1

% %

Very well 84 84

well 13 14

Not well 3 2


1. This question asked of: Those who took the

survey in English

D21

D20 What is the primary language spoken at your home?

D21 How well do you speak English? (Do not ask - recorded based on interviewer observation)


9. Appendix A – History Tables


9.1 Overall Satisfaction with Access-A-Ride

9.1A Overall Satisfaction with Access-A-Ride


Year

2000 2001 2003 2004 2005 2006 2007 2008 2011 2012 2013 2014 2015 2016 2017 2018 2019

n= 2011 2004 2006 2015 2012 2003 2010 2004 2001 2008 2002 2006 2003 2001 2003 2027 2008

% % % % % % % % % % % % % % % % %

Total: Satisfied 76 80 79 77 79 79 78 76 77 80 79 73 66 65 74 87 84

Very satisfied 35 40 33 34 36 33 34 33 33 36 37 30 25 22 29 46 38

Somewhat satisfied 41 39 46 44 43 46 44 42 44 43 41 43 42 43 45 41 46

Total: Dissatisfied 23 20 21 19 19 19 19 20 21 18 18 25 30 32 23 12 15

Somewhat dissatisfied 17 14 16 14 14 13 14 15 16 14 13 20 21 20 17 9 10

Very dissatisfied 6 5 5 5 5 6 4 4 5 4 5 6 9 12 7 3 5

This question asked of: Frequent/Occasional Users Q4

Q4 Now please tell me how satisfied you are with Access-A-Ride, overall. Would you say you are...?

History Tables – Overall Satisfaction with Access-A-Ride (continued)


9.1B Overall Satisfaction with Access-A-Ride


Year

2000 2001 2003 2004 2005 2006 2007 2008 2011 2012 2013 2014 2015 2016 2017 2018 2019

n= 303 301 301 303 301 303 302 301 300 301 301 298 300 300 300 303 404

% % % % % % % % % % % % % % % % %

Total: Satisfied 82 86 83 79 78 82 85 76 80 78 85 76 75 67 71 84 85

Very satisfied 40 55 42 45 40 50 44 44 39 38 46 35 35 31 33 44 45

Somewhat satisfied 42 31 41 34 38 32 41 32 41 40 39 41 40 37 38 40 40

Total: Dissatisfied 16 13 16 17 20 15 10 19 16 21 14 19 22 29 27 16 15

Somewhat dissatisfied 11 8 10 9 14 11 5 14 10 14 9 11 14 21 18 11 10

Very dissatisfied 5 5 6 7 6 4 5 5 6 6 5 9 9 8 9 5 5

This question asked of: Infrequent Users Q4

Q4 Now please tell me how satisfied you are with Access-A-Ride, overall. Would you say you are...?



9.1C Change in Overall Satisfaction with Access-A-Ride By Borough of Residence

“Very or Somewhat Satisfied”


Year

2000 2001 2003 2004 2005 2006 2007 2008 2011 2012 2013 2014 2015 2016 2017 2018 2019

% % % % % % % % % % % % % % % % %

Total 76 80 79 77 79 79 78 76 77 80 79 73 66 65 74 87 84

Bronx 76 83 77 72 74 76 77 77 79 75 84 72 63 62 73 85 83

Manhattan 69 79 80 72 66 75 77 68 71 75 77 72 66 67 71 89 82

Queens 75 78 76 79 82 79 76 75 78 84 76 76 68 67 76 86 84

Brooklyn 77 78 80 77 83 79 78 75 77 82 78 72 66 63 75 86 84

Staten Island 85 88 87 86 86 87 84 85 75 77 81 72 71 71 72 83 86

Difference:

Highest – Lowest

Borough +16 +10 +11 +14 +20 +12 +8 +17 +8 +9 +8 +4 +8 +9 +5 +6 +4

(% Pts) points points points points points points points points points points points points points points points points points


Q4 Now please tell me how satisfied you are with Access-A-Ride, overall. Would you say you are...? (Very or Somewhat Satisfied)?



9.1D Change in Overall Satisfaction with Access-A-Ride By Borough of Residence

“Very Satisfied”


Year

2000 2001 2003 2004 2005 2006 2007 2008 2011 2012 2013 2014 2015 2016 2017 2018 2019

% % % % % % % % % % % % % % % % %

Total 35 40 33 34 36 33 34 33 33 36 37 30 25 22 29 46 38

Bronx 39 41 37 30 33 31 31 31 31 34 37 29 23 19 30 43 40

Manhattan 29 35 28 31 25 28 29 24 28 28 33 30 26 20 25 49 38

Queens 38 41 34 35 36 30 34 36 39 40 39 29 24 25 29 45 35

Brooklyn 32 39 29 32 38 33 32 32 29 38 36 31 24 20 30 44 38

Staten Island 46 51 50 47 46 46 52 45 39 40 44 31 30 30 30 48 45

Difference:

Highest – Lowest

Borough +17 +16 +21 +17 +21 +18 +23 +21 +11 +12 +11 +2 +7 +11 +5 +6 +10



Q4 Now please tell me how satisfied you are with Access-A-Ride, overall. Would you say you are...? (Very Satisfied)?



9.1E Change in Overall Satisfaction with Access-A-Ride By Borough of Residence

“Very or Somewhat Dissatisfied”


Year

2000 2001 2003 2004 2005 2006 2007 2008 2011 2012 2013 2014 2015 2016 2017 2018 2019

% % % % % % % % % % % % % % % % %

Total 23 19 21 19 19 19 19 20 21 18 18 25 30 32 23 12 15

Bronx 23 16 22 23 23 21 19 21 20 24 15 27 33 36 26 15 16

Manhattan 30 21 19 25 30 22 21 27 26 22 20 26 31 30 26 9 17

Queens 24 21 20 19 17 18 20 19 18 13 19 23 29 30 21 13 15

Brooklyn 23 22 23 19 16 20 19 19 23 16 18 26 31 34 22 14 16

Staten Island 14 12 12 9 13 11 14 13 23 19 15 26 25 27 26 17 13

Difference:

Highest – Lowest

Borough +16 +10 +11 +16 +17 +11 +7 +14 +8 +11 +5 +4 +8 +9 +5 +8 +4



Q4 Now please tell me how satisfied you are with Access-A-Ride, overall. Would you say you are...? (Very or Somewhat Dissatisfied)?



9.1F Change in Overall Satisfaction with Access-A-Ride By Borough of Residence

“Very Dissatisfied”


Year

2000 2001 2003 2004 2005 2006 2007 2008 2011 2012 2013 2014 2015 2016 2017 2018 2019

% % % % % % % % % % % % % % % % %

Total 6 5 5 5 5 6 4 4 5 4 5 6 9 12 7 3 5

Bronx 5 5 5 6 6 6 5 6 6 5 5 8 8 11 9 3 5

Manhattan 8 6 5 6 8 7 6 6 6 5 5 8 10 12 7 2 4

Queens 7 7 4 6 4 7 6 4 4 2 5 5 8 12 6 4 5

Brooklyn 6 5 6 5 4 5 2 4 5 4 4 3 11 13 6 3 6

Staten Island 3 3 5 2 1 4 4 3 7 4 7 8 6 8 7 6 4

Difference:

Highest – Lowest

Borough +5 +4 +2 +4 +7 +3 +4 +3 +3 +3 +3 +5 +5 +5 +3 +4 +2



Q4 Now please tell me how satisfied you are with Access-A-Ride, overall. Would you say you are...? (Very Dissatisfied)?


9.2 Change in Overall Access-A-Ride Service

9.2A Perceptions of Changes in Overall Access-A-Ride Service During the Past Year

“Improved”

By Borough of Residence Among Frequent/Occasional Users

2000-2019

Year

2000 2001 2003 2004 2005 2006 2007 2008 2011 2012 2013 2014 2015 2016 2017 2018 2019

% % % % % % % % % % % % % % % % %

Total 31 33 39 39 34 32 36 35 35 40 52 38 31 29 36 55 48

Bronx 32 34 38 32 25 29 38 32 33 37 53 41 29 25 36 53 45

Manhattan 30 29 40 34 25 29 28 28 35 35 50 35 32 26 35 55 46

Queens 32 33 39 40 39 32 37 39 40 46 54 38 30 32 37 54 48

Brooklyn 30 34 37 42 37 35 40 37 34 43 53 38 32 29 37 60 50

Staten Island 28 30 49 40 35 33 28 34 30 31 46 32 28 27 31 42 46


Q3 Would you say that during the past year, overall, Access-A-Ride service has ...? (Improved)?


9.2B Perceptions of Changes in Overall Access-A-Ride Service During the Past Year

“Gotten Worse”

By Borough of Residence Among Frequent/Occasional Users

2000-2019

Year

2000 2001 2003 2004 2005 2006 2007 2008 2011 2012 2013 2014 2015 2016 2017 2018 2019

% % % % % % % % % % % % % % % % %

Total 20 20 15 15 17 19 14 14 18 15 14 21 27 29 19 5 9

Bronx 20 16 14 18 25 24 14 17 22 21 14 20 28 34 18 5 10

Manhattan 23 22 16 16 25 18 18 18 17 17 14 20 25 30 18 4 8

Queens 19 22 12 14 13 20 14 14 13 13 15 18 25 27 18 7 9

Brooklyn 21 20 17 13 14 17 13 12 20 12 13 23 30 29 20 6 9

Staten Island 14 17 12 11 15 14 13 11 19 17 13 25 25 22 22 10 7


Q3 Would you say that during the past year, overall, Access-A-Ride service has ...? (Gotten Worse)?


9.3 Access-A-Ride is a ‘Good Value for the Money’

9.3A Perceptions of Access-A-Ride as a “Good Value For the Money” By Borough of Residence

And Level of Overall Satisfaction with Access-A-Ride Among Frequent/Occasional Users

2000-2019

Year

2000 2001 2003 2004 2005 2006 2007 2008 2011 2012 2013 2014 2015 2016 2017 2018 2019

% % % % % % % % % % % % % % % % %

Total 95 96 92 95 96 95 95 95 95 95 94 92 89 89 91 96 96

Bronx 96 96 91 94 97 93 94 96 95 95 94 93 91 90 88 97 95

Manhattan 95 96 91 93 94 91 95 93 96 94 94 90 90 92 87 96 96

Queens 95 97 93 96 97 95 95 96 95 95 95 93 89 86 92 97 97

Brooklyn 95 97 91 94 97 97 96 95 95 95 93 91 86 87 94 95 95

Staten Island 99 96 96 98 96 96 96 98 95 96 94 95 94 93 94 97 98

By Level of Satisfaction with Access-A-Ride

Satisfied 98 98 95 97 98 98 98 97 97 97 96 96 95 95 95 97 97

Dissatisfied 87 88 84 85 90 84 84 88 89 87 85 82 76 78 82 90 91


Q7 Considering the fare and the service provided by Access-A-Ride, would you say it is a good value for the money? (Yes)


9.4 Overall Satisfaction with Last Access-A-Ride Trip

9.4A Change in Overall Satisfaction with Last Access-A-Ride Trip By Borough of Residence

“Very/Somewhat Satisfied”


Year

2000 2001 2003 2004 2005 2006 2007 2008 2011 2012 2013 2014 2015 2016 2017 2018 2019

% % % % % % % % % % % % % % % % %

Total 85 85 86 86 87 85 87 85 86 89 85 86 81 83 85 90 87

Bronx 85 88 88 83 83 84 86 88 87 89 88 85 81 80 85 92 88

Manhattan 80 83 88 85 83 84 85 80 86 84 80 84 82 80 86 88 85

Queens 85 84 85 85 85 84 87 86 87 89 84 88 81 84 84 91 88

Brooklyn 85 86 85 87 89 84 88 84 85 90 84 87 81 83 84 89 87

Staten Island 90 86 93 91 92 84 88 91 87 89 89 84 83 90 86 90 91


Q38 Now, thinking about when you were last picked up by Access-A-Ride, overall, were you...? (Very/Somewhat Satisfied)?

History Tables – Overall Satisfaction with Last Access-A-Ride Trip (continued)


9.4B Change in Overall Satisfaction with Last Access-A-Ride Trip By Borough of Residence

“Very Satisfied”


Year

2000 2001 2003 2004 2005 2006 2007 2008 2011 2012 2013 2014 2015 2016 2017 2018 2019

% % % % % % % % % % % % % % % % %

Total 61 61 58 62 65 61 65 65 63 65 61 61 57 55 65 69 70

Bronx 65 64 64 60 61 58 65 67 65 68 66 54 57 54 66 72 72

Manhattan 59 57 59 62 61 58 61 60 61 60 60 62 59 54 63 68 67

Queens 62 58 59 61 64 60 64 68 65 66 60 65 54 55 63 73 68

Brooklyn 59 63 52 61 66 60 65 62 61 65 59 60 58 56 66 67 71

Staten Island 70 65 69 70 75 73 71 72 62 67 68 61 58 63 66 73 76


Q38 Now, thinking about when you were last picked up by Access-A-Ride, overall, were you...? (Very Satisfied)?

History Tables – Overall Satisfaction with Last Access-A-Ride Trip (continued)


9.4C Change in Overall Satisfaction with Last Access-A-Ride Trip By Borough of Residence

“Very/Somewhat Dissatisfied”


Year

2000 2001 2003 2004 2005 2006 2007 2008 2011 2012 2013 2014 2015 2016 2017 2018 2019

% % % % % % % % % % % % % % % % %

Total 14 14 13 12 12 12 10 11 12 10 12 12 16 16 13 9 12

Bronx 14 12 12 16 16 13 12 11 12 10 11 13 16 19 13 8 12

Manhattan 18 16 10 13 16 13 14 15 12 13 17 15 15 18 11 10 11

Queens 14 15 15 13 13 13 9 9 10 9 14 10 17 14 14 9 11

Brooklyn 13 13 14 10 9 12 9 11 14 8 11 11 16 16 13 10 12

Staten Island 9 14 7 7 7 7 10 9 11 10 9 15 15 9 12 9 9


Q38 Now, thinking about when you were last picked up by Access-A-Ride, overall, were you...? (Very/Somewhat Dissatisfied)?


9.5 Changes in Access-A-Ride Reservation Service

9.5A Perceptions of Changes in Access-A-Ride Reservation Service Among Frequent/Occasional Users

2000-2019

Year

2000 2001 2003 2004 2005 2006 2007 2008 2011 2012 2013 2014 2015 2016 2017 2018 2019

n= 2011 2004 2006 2015 2012 2003 2010 2004 2001 2008 2002 2006 2003 2001 2003 2027 2008

% % % % % % % % % % % % % % % % %

Improved 34 31 41 36 33 32 33 33 28 30 68 54 42 36 37 42 36

Stayed about the same 55 59 51 55 58 57 57 57 59 60 27 39 50 53 54 52 58

Gotten worse 8 7 5 4 5 5 5 7 10 7 2 4 4 7 5 3 2

Don’t know/Refused 4 4 3 4 5 5 5 3 3 3 3 3 3 3 4 3 3

This question asked of: Frequent/Occasional Users Q40F

Q40F Now think again about making reservations for a ride. In the past three months, would you say that Access-A-Ride’s Reservation Service has...?


9.5B Ways in Which the Access-A-Ride Reservation Service Has Improved by Perceptions of Changes in Access-A-Ride Reservation Service


2000-2019

Year

2000 2001 2003 2004 2005 2006 2007 2008 2011 2012 2013 2014 2015 2016 2017 2018 2019

n= 676 599 826 706 632 623 651 629 542 604 1340 1042 849 721 729 946 713

% % % % % % % % % % % % % % % % %

Manner/Performance of reservationists 1 n/a n/a n/a 25 25 26 30 30 36 35 30 31 29 40 39 33 28

Phone answering promptness 18 16 35 23 27 18 26 25 25 26 57 46 39 26 24 22 22

On-time performance 29 19 21 26 21 31 29 23 21 19 10 16 12 12 16 14 17

Reservationists’ knowledge n/a n/a n/a n/a - 2 4 9 11 7 7 6 6 8 5 7 3

Number of errors n/a n/a n/a n/a - <1 2 4 3 1 3 2 2 3 4 2 2

Can’t understand/Don’t speak English n/a n/a n/a n/a - 1 1 2 2 <1 3 2 2 2 2 2 3

Reference to reservation system (Unspecified) n/a n/a n/a n/a - 3 1 1 3 1 1 <1 1 1 1 0 0

Hours/Schedules/Routes 2 1 6 7 6 10 3 1 1 2 4 <1 <1 9 1 3 5 4

Non-specific reference to service n/a n/a n/a n/a 3 10 15 10 10 6 1 1 3 1 2 5 <1

Get put on hold too long/too frequently n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a <1

This question asked of: Frequent/Occasional Users who feel the Reservation Service has changed

Each open end response may have been coded to more than one category, therefore the sum of percentages for all response codes is greater than 100%.

1. This category is a conglomeration of multiple codes all pertaining to the manner/performance of reservationists.

2. This category is a conglomeration of multiple codes all pertaining to hours/schedules/routes.

n/a=Data not available

Q40G

Q40G In what ways has the Reservation Service...? (Improved)?


9.5C Ways in Which the Access-A-Ride Reservation Service Has Gotten Worse by Perceptions of Changes in Access-A-Ride Reservation Service


2000-2019

Year

2000 2001 2003 2004 2005 2006 2007 2008 2011 2012 2013 2014 2015 2016 2017 2018 2019

n= 152 155 113 91 109 115 108 149 198 159 45* 84 88 150 110 65 49

% % % % % % % % % % % % % % % % %

Manner/Performance of reservationists 1 n/a n/a n/a n/a 2 24 26 21 38 30 11 16 11 18 16 17 26

Phone answering promptness 6 13 11 5 16 22 22 32 29 31 20 6 6 3 9 0 0

On-time performance 18 22 22 30 20 36 21 11 8 10 26 39 44 25 17 20 12

Reservationists’ knowledge n/a n/a n/a n/a - - 2 7 8 11 6 10 2 8 4 12 5

Number of errors n/a n/a n/a n/a 10 14 11 10 10 8 5 8 15 16 19 4 5

Can’t understand/Don’t speak English n/a n/a n/a n/a - 5 4 6 7 5 4 4 2 2 1 4 6

Reference to reservation system (Unspecified) n/a n/a n/a n/a 2 6 5 2 9 1 2 - - 4 3 3 0

Hours/Schedules/Routes 2 7 23 17 17 18 8 4 7 6 4 - 6 10 4 2 6 1

Non-specific reference to service n/a n/a n/a n/a - 1 - - 2 - 1 - - - - 10 1

Get put on hold too long/too frequently n/a n/a n/a n/a - - 9 20 14 24 2 6 5 4 4 13 5

This question asked of: Frequent/Occasional Users who feel the Reservation Service has changed

Each open end response may have been coded to more than one category, therefore the sum of percentages for all response codes is greater than 100%.

*Caution: Small Base

1. This category is a conglomeration of multiple codes all pertaining to the manner/performance of reservationists.

2. This category is a conglomeration of multiple codes all pertaining to hours/schedules/routes.

n/a=Data not available

Q40G

Q40G In what ways has the Reservation Service...? (Improved)?


10. Appendix B – Methodology Charts


10.1 Margin of Error

Using sampling techniques, we can estimate the responses of an entire population without having to interview everyone in the population. There

are mathematical means to measure how close our random sample estimate comes to the true value of the population, i.e., the value we would

get if we had, in fact, interviewed everyone in the population.

For the 2,412 interviews conducted for the Customer Satisfaction survey, we can expect the values from our sample to be within 1.9 percentage

points of the true population value 95 percent of the time. That means if we get a value of 50 percent from our sample, we can be 95 percent sure

that the population value is somewhere between 48.1 and 51.9 percent. This measure of the difference between the sample value and the true

value, called the 'margin of error' will vary with the size of the sample and the results received.

The chart below details the margin of error for each user segments surveyed.

If the estimated percentage is: 50%

40%

or

60%

30%

or

70%

20%

or

80%

10%

or

90%

1%

or

99%

Then the margin of error, in percentage points, is:

Total Sample (n = 2412) ±1.9 ±1.9 ±1.8 ±1.5 ±1.1 ±0.3

Frequent Users (n = 1382) ±2.6 ±2.5 ±2.4 ±2.1 ±1.5 ±0.5

Occasional Users (n = 626) ±3.9 ±3.8 ±3.5 ±3.1 ±2.3 ±0.7

Infrequent Users (n = 404) ±4.8 ±4.7 ±4.4 ±3.9 ±2.9 ±0.9


10.2 User Segments Surveyed

12.2ACompleted Interviews

Completes

Bronx 513

Frequent 303

Occasional 125

Infrequent 85

Manhattan 513

Frequent 300

Occasional 126

Infrequent 87

Queens 510

Frequent 300

Occasional 125

Infrequent 85

Brooklyn 514

Frequent 303

Occasional 125

Infrequent 86

Staten Island 362

Frequent 176

Occasional 125

Infrequent 61

Total 2412


10.3 Data Smoothing using Weighting

The survey data was weighted to better represent the actual number of active registrants in each borough (the universe). For example, the number

of completed surveys among frequent users in the Bronx for the 2019 study was 303, which represents 21.9% of the total sample of 1,382 frequent

users surveyed. However, in the real universe of 28,948 frequent users, the Bronx only represents 18.8%. Therefore, a weighting factor of less than

one (in this case 0.859333978) is applied to each customer from the Bronx frequent user segment so that in total they will now represent only

18.8% of all frequent users surveyed. The weighting factors are determined by dividing the target number of completes in a segment (in order to

be representative of the actual universe) by the number of surveys actually completed among that segment. “Target number of completes” is the

hypothetical number of completes you would need in a segment in order for it to make up the same percentage of the total sample surveyed, as

that same segment makes up of the total in the actual universe. E.g. 18.8% of the 1,382 frequent users actually surveyed would be 260.3781954

Bronx frequent user completes. Therefore divide the target number of 260.3781954 by the 303 actual Bronx frequent user completes to arrive at

the weighting factor of 0.859333978.

Weights (continued)


12.3A Weights

Subset Completes % of Completes Universe % of Universe Target Weight

Bronx - Frequent 303 21.92% 5454 18.84% 260.378 0.85933

Brooklyn - Frequent 300 21.71% 3955 13.66% 188.815 0.62938

Manhattan - Frequent 300 21.71% 6820 23.56% 325.592 1.08531

Queens - Frequent 303 21.92% 10746 37.12% 513.022 1.69314

Staten Island - Frequent 176 12.74% 1973 6.82% 94.1926 0.53518

Total - Frequent 1382

28948

1382

Bronx - Occasional 125 19.97% 5441 17.81% 111.488 0.8919

Brooklyn - Occasional 126 20.13% 4495 14.71% 92.104 0.73098

Manhattan - Occasional 125 19.97% 7198 23.56% 147.489 1.17992

Queens - Occasional 125 19.97% 11318 37.05% 231.91 1.85528

Staten Island - Occasional 125 19.97% 2099 6.87% 43.0092 0.34407

Total - Occasional 626

30551

626

Bronx - Infrequent 85 21.04% 6499 17.55% 70.9141 0.83428

Brooklyn - Infrequent 87 21.53% 5023 13.57% 54.8087 0.62999

Manhattan - Infrequent 85 21.04% 9244 24.97% 100.866 1.18666

Queens - Infrequent 86 21.29% 13444 36.31% 146.695 1.70575

Staten Island - Infrequent 61 15.10% 2815 7.60% 30.716 0.50354

Total -Infrequent 404 37025 404


11. Appendix C – 2019 Survey Revisions


11.1 2018 Questions removed from the 2019 Questionnaire

Q22_1b. How did you reserve your yellow or green taxi or car service?

Q20. What type of support device or assistance do you use?

Q40M. When making a reservation have you requested a taxi / car service authorization?

Q44_91. Have you used the E-hail service?

Q44_92. How satisfied are you with the E-hail ride service?

Q45Z. How important is the ability to request and receive a ride on the same day?

Q44_93. Did the E-hail driver call you when they arrived?

Q44_97. Would you be willing to pay a premium price, say for example $5.50, for an E-hail trip to the airport or outside of your borough?

D21. How well do you speak English?*

*This question was assessed by the interviewer and not asked of the customer.


11.2 New Questions added for the 2019 Questionnaire

*Questions marked with a * are not new in 2019. However, possible answer choices for the question have been edited.

Q3.1. Now I would like you to rate your satisfaction with the following aspects of Access-A-Ride. For each aspect, please tell me if you were

Very Satisfied, Somewhat Satisfied, Somewhat Dissatisfied, or Very Dissatisfied.

Q3.1l. Trip provided by Enhanced Broker

Q3.1m. Use or functionality of the MyAAR App

Q3.1o. Use or functionality of the MTA Website

Q3.1p. Eligibility Assessment Center operation

*Q22.1. Still thinking about when you were last picked up by Access-A-Ride, which type of vehicle did you ride in?

02 An Enhanced Broker Service Vehicle

*Q21C. If you were on your way to a scheduled appointment, were you dropped off on time for your appointment?

03 I was not on the way to a scheduled appointment

Q40.6A. Are you currently using the myMTA App?

Q40.6B. With some guidance, would you be willing to install the myMTA App to learn about and manage your Access-A-Ride trips?

*Q40.7. How do you most often make a reservation?

02 Through the myAAR app

03 Through the MTA website

04 E-hail Pilot Program

Q45.1. Have you used our new Enhanced Broker Service which began in March 2019?

Q45.2. How satisfied are you with the Enhanced Broker Service…?


Q45.3. In general, did the Enhanced Broker Service call or text when they arrived?

Q45.4. In general, have the Enhanced Broker driver courteous and professional?

Q45.5. In general, did the Enhanced Broker driver operate the vehicle in a careful and safe manner?

Q45.7. In general, have the Enhanced Broker vehicles been clean?

Q45.8. In general, were seat belts available in your Enhanced Broker vehicle?

Q45.9. In general, how was the temperature in your Enhanced Broker vehicle?

Q44.60C. How often do you use your MetroCard?


12. Appendix D – Questionnaire

Questionnaire (continued)


MDAC

November 2019

ACCESS-A-RIDE CUSTOMER SATISFACTION STUDY 2019

QUOTAS

Borough Frequent Users

Occasional

Users

Infrequent

Users

Total

Interviews

Bronx 300 125 85 510

Manhattan 300 125 85 510

Queens 300 125 85 510

Brooklyn 300 125 85 510

Staten Island 175 125 60 360

TOTAL 1,375 625 400 2,400

Screening Questionnaire

QS1B - SUBSCRIBER TYPE (RECORD FROM SAMPLE, DO NOT ASK)

01 Conditional 61%

02 Full 39%



QS1 - Hello, my name is and I’m calling on behalf of MTA New York City Transit. May I speak to (NAME OF CUSTOMER ON LIST)?

01 Speaking 96% → SKIP TO QS2.

02 I’ll get her/him 1% → REINTRODUCE YOURSELF WHEN CUSTOMER COMES TO PHONE, THEN SKIP TO QS2.

03 Not available/not here right now 0% → ARRANGE FOR CALLBACK

04 Person cannot speak due to physical/other condition 3%

98 Refused 0% → TERMINATE, CODE AS ‘REFUSED’

QS1A - May I speak to their personal caregiver or care attendant?

01 Yes 100%

02 No 0% → TERMINATE, CODE AS ‘REFUSAL’

03 Person unavailable 0% → RECORD PERSON’S NAME, SCHEDULE CALLBACK

QS2. - Introduce self, if necessary. We are conducting a survey for MTA New York City Transit to learn about its Paratransit customers’ experiences with

Access-A-Ride, and how satisfied they are with the service. As you may recall, we sent you a letter in early January informing you about the survey.

As an Access-A-Ride customer, your opinions are very important. By participating, you can help us to make sure our survey of Access-A-Ride

customers accurately represents everyone who uses the service. [IF S1A (01)] INSERT: As the customer’s caregiver or care attendant please provide

answers from the actual customer and not your opinions.] This call may be monitored for quality control purposes. Can I continue?

01 OK, Continue 100%

02 Can’t talk now 0% → ARRANGE FOR CALLBACK

98 Refused 0% → THANK AND TERMINATE, CODE AS ‘REFUSAL’



QA. - Before getting to the main subject of the survey, I need to ask you a few preliminary questions. First, what borough do you live in? (DO NOT READ

LIST.)

01 The Bronx 18%

02 Manhattan 14%

03 Queens 24%

04 Brooklyn 37%

05 Staten Island 7%

06 No longer live in NYC 0% → THANK AND TERMINATE

98 Refused 0% → THANK AND TERMINATE

QB - RECORD CUSTOMER’S GENDER (DO NOT ASK):

01 Male 21%

02 Female 79%

QC - Do you or does anyone in your immediate family work for…? (READ ENTIRE LIST. ACCEPT MULTIPLE RESPONSES)

01 A local transit agency, such as the MTA, New York City Transit, Metro-North Railroad, Long Island Rail Road, Staten Island Railway, the PATH, Bridges

and Tunnels, or New Jersey Transit 0% → THANK AND TERMINATE

02 A media, marketing, or advertising company 0% → THANK AND TERMINATE

03 A market research firm 0% → THANK AND TERMINATE

96 DO NOT READ: None of the above 100%

98 DO NOT READ: Refused 0% → THANK AND TERMINATE

99 DO NOT READ: Don’t know 0% → THANK AND TERMINATE



OVERALL EXPERIENCE WITH ACCESS-A-RIDE

Q4 - Now please tell me how satisfied you are with Access-A-Ride, overall. Would you say you are…? (READ LIST) (INTERVIEWER CLARIFY: If

"satisfied" or "dissatisfied", ask "Is that very or somewhat?")

01 Very Satisfied 39%

02 Somewhat Satisfied 45%

03 Somewhat Dissatisfied 10%

04 Very Dissatisfied 5%

05 DO NOT READ: Refused <1% → SKIP TO Q3.

06 DO NOT READ: Don’t know 1% → SKIP TO Q3.

Q5 - Why did you give Access-A-Ride a satisfaction rating of (INSERT ANSWER TO Q4.)? (CLARIFY & PROBE.) (INTERVIEWER TYPE “NA” FOR DON’T KNOW

OR REFUSED)

Q3. - Would you say that during the past year, overall, Access-A-Ride service has ...? (READ LIST)

01 Improved 46%

02 Stayed about the same 38%

03 Gotten worse 8%

98 DO NOT READ: Refused 1%

99 DO NOT READ: Don’t know 6%



Q3.1 - Now I would like you to rate your satisfaction with the following aspects of Access-A-Ride. For each aspect, please tell me if you were Very Satisfied,

Somewhat Satisfied, Somewhat Dissatisfied, or Very Dissatisfied. (READ FIRST ITEM. THEN SAY: “How about…?” REPEAT SCALE AS NECESSARY)

(INTERVIEWER CLARIFY: If "satisfied" or "dissatisfied", ask "Is that very or somewhat?")

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Q3.1a. Reservation service 1 64% 2 29% 3 4% 4 2% 97 <1% 98 <1% 99 <1%

Q3.1b. On-Time Performance 1 41% 2 43% 3 9% 4 6% 97 <1% 98<1% 99 1%

Q3.1c. Access-A Ride Drivers 1 59% 2 31% 3 6% 4 3% 97 1% 98 <1% 99 1%

Q3.1d. Access-A-Ride Vehicle 1 53% 2 33% 3 6% 4 4% 97 2% 98 <1% 99 1%

Q3.1e.Communication about Access-A-Ride customer

services

1 59% 2 30% 3 5% 4 3% 97 2% 98 <1% 99 2%

Q3.1f. Communication about your trip on the day it is

provided

1 61% 2 30% 3 5% 4 2% 97 1% 98 <1% 99 1%

Q3.1g.Communication about upcoming Access-A-Ride

trips

1 64% 2 26% 3 3% 4 1% 97 3% 98 <1% 99 2%

Q3.1l. Trip provided by Enhanced Broker 1 35% 2 26% 3 7% 4 10% 97 16% 98 1% 99 5%

Q3.1m. Ease of use of the MyAAR App 1 13% 2 8% 3 2% 4 2% 97 66% 98 <1% 99 9%

Q3.1o. Ease of use of the MTA Website 1 10% 2 8% 3 2% 4 2% 97 72% 98 <1% 99 6%

Q3.1p. Eligibility Assessment Center operation 1 51% 2 26% 3 4% 4 3% 97 9% 98 <1% 99 7%

Q7 - Considering the fare and the service provided by Access-A-Ride, would you say it is…? (READ LIST)

01 A good value for the money 95%

02 Not a good value for the money 3%

98 DO NOT READ: Refused <1%




ALTERNATIVE PAYMENT

Q7.1 - Which of the following alternatives to cash would you consider to pay for your Access-A-Ride trip? (READ LIST) (DO NOT READ: If a person doesn’t

understand what OMNY is-OMNY is the MTA’s new fare payment system. With OMNY, you can use your own contactless card or smart device to make

fare payments and enter the system.)

01 Paying online through OMNY 7%

02 Paying through the MyAAR app 6%

03 Using a TransitChek or similar employee commuter transit benefit program 10%

97 DO NOT READ: None of the above 70%



OVERALL ASSESSMENT OF LAST TRIP

Q38 - Now, thinking about when you were last picked up by Access-A-Ride, overall, were you…? (READ LIST) (INTERVIEWER CLARIFY: If "satisfied" or

"dissatisfied", ask "Is that very or somewhat?")

01 Very satisfied 70%



04 Very dissatisfied 7%





Q22.1 - Still thinking about when you were last picked up by Access-A-Ride, which type of vehicle did you ride in? (READ ENTIRE LIST. RECORD ONE ANSWER.)

(DO NOT READ: If needed, "Enhanced broker service uses taxis and for-hire vehicles to deliver Access-A-Ride service".)

01 A blue-and-white Access-A-Ride vehicle 37%

02 An Enhanced Broker Service Vehicle 53% → SKIP TO 23A

03 DO NOT READ I can’t recall which vehicle 3% → SKIP TO Q23A

04 DO NOT READ: Other (SPECIFY:) 5% → SKIP TO Q23A

98 DO NOT READ: Refused 0%→ SKIP TO Q23A

99 DO NOT READ: Don’t know 2%→ SKIP TO Q23A

Q22_1A - What type of blue-and-white Access-A-Ride vehicle did you ride in?

01 A van 69%

02 A MV (SUV) 16%

03 A sedan 7%

98 DO NOT READ: Refused <1 %


Q30.1. - Still thinking about your last Access-A-Ride trip. Did the driver offer you assistance to get into or out of the vehicle?

01 Yes 89%

02 No 9%



Q21A. - Still thinking about your last Access-A-Ride trip. Were you picked up within 30 minutes of your scheduled pick-up time?

01 Yes 91%

02 No 8%





Q21C. - If you were on your way to a scheduled appointment, were you dropped off on time for your appointment?

01 Yes 88%

02 No 7%

03 I was not on the way to a scheduled appointment 4%



Q23. - Was the driver courteous and professional?

01 Yes 97%

02 No 2%



Q23A. - Did the driver operate the vehicle in a careful and safe manner?

01 Yes 97% → SKIP TO Q40.3

02 No 2%

98 DO NOT READ: Refused <1% → SKIP TO Q40.3

99 DO NOT READ: Don’t know 1% → SKIP TO Q40.3

Q23B.- In what way(s) did the driver not operate the vehicle in a careful and safe manner? (check all that apply) (READ LIST)

01 Drove too fast 57%

02 Drove too slow 3%

03 Talked or texted on cellphone 33%

04 Disobeyed (broke) a traffic law (e.g. ran a red light, did not stop at a stop sign, etc.) 31%





ACCESS-A-RIDE PERFORMANCE IN GENERAL

Q40.3 - Do you have a cell phone?

01 Yes 95%

02 No 5% → SKIP TO D3A

98 DO NOT READ: Refused <1% → SKIP TO D3A

99 DO NOT READ: Don’t know <1%→ SKIP TO D3A

Q40.4 - Do you own a smart phone? A smart phone is a cell phone that can be used to access the internet, like a computer.

01 Yes 61%

02 No 37% → SKIP TO D3A


99 DO NOT READ: Don’t know 2% → SKIP TO D3A

Q40.5 - Do you carry your cell phone or smart phone with you when you travel with Access-a-Ride?

01 Yes 99%

02 No 1%



Q40.6 - Are you or would you be willing to receive text messages to learn about and manage your Access-A-Ride trip?

01 Yes 81%

02 No 17%





Q40.6A. - Are you currently using the myMTA App? (DO NOT READ: If needed, "MyMTA is our all-in-one app for Subways, Buses, LIRR and Metro-North

trains, and Access-A-Ride customers, that gives you everything you need to plan and complete your travel.")

01 Yes 21%→ SKIP TO D3A

02 No 76%


99 DO NOT READ: Don’t know 3% → SKIP TO D3A

Q40.6B. -With some guidance, would you be willing to install the myMTA App to learn about and manage your Access-A-Ride trips? (DO NOT READ: If needed,

"MyMTA is our all-in-one app for Subways, Buses, LIRR and Metro-North trains, and Access-A-Ride customers, that gives you everything you need to plan

and complete your travel.")

01 Yes 52%

02 No 42%



D3A - When traveling, do you normally use a support device, service animal or other form of assistance not including a personal care attendant?

01 Yes 77%

02 No 23%



Q40.7. - How do you most often make a reservation? (READ LIST)

01 Through Access-A-Ride advance reservations call center 93%

02 Through the myAAR app (hide if Q3.1m=97,98,99) 3%

03 Through the MTA website (hide if Q3.1o=97,98,99) 2%

04 E-hail Pilot Program 1%

05 DO NOT READ: Other 1% → CLARIFY & PROBE.





Q40F. - Now think again about making reservations for a ride. In the past three months, would you say that Access-A-Ride’s Reservation Service has…?

(READ LIST.)

01 Improved 35%

02 Stayed about the same 58% → SKIP TO Q40N.

03 Gotten worse 2%

04 DO NOT READ: Other (open end--CLARIFY & PROBE.) 1%→ SKIP TO Q40N.

98 DO NOT READ: Refused 1% → SKIP TO Q40N.

99 DO NOT READ: Don’t know 3% → SKIP TO Q40N.

Q40G. - In what ways has the Reservation Service (INSERT ANSWER TO Q40F)? (CLARIFY & PROBE.) (INTERVIEWER TYPE “NA” FOR DON’T KNOW OR

REFUSED)

Q40N. - After submitting receipts for reimbursement, has the time to receive your reimbursement…

(READ LIST)

01 Gotten shorter 3%

02 Stayed the same 17%

03 Gotten longer 10%

96 DO NOT READ: I have not received my reimbursement 7%

97 DO NOT READ: Never submitted receipts for reimbursement 56%





SATISFACTION WITH SPECIFIC ASPECTS OF ACCESS-A-RIDE SERVICE

Q42. Now thinking about your experience with Access-A-Ride in the past 3 months, I’d like you to tell me how satisfied you are with some specific aspects

of Access-A-Ride service. Please tell me if you were Very Satisfied, Somewhat Satisfied, Somewhat Dissatisfied, or Very Dissatisfied. (READ FIRST

ITEM. THEN SAY: “How about…?” REPEAT SCALE AS NECESSARY. DO NOT READ REFUSED OR DON’T KNOW.) (INTERVIEWER CLARIFY: If


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Q42a - Being able to get through to make a reservation 1 70% 2 25% 3 2% 4 1% 97 2% 98 <1% 99 <1%

Q42c - The courtesy of the reservations staff (IF NECESSARY READ:

“Was the reservations staff polite and respectful?”)

1 80% 2 16% 3 1% 4 1% 97 2% 98 <1% 99 <1%

Q42c1 - The competence of the reservations staff (IF NECESSARY

READ: “Did the reservations staff seem to know how to

perform their job?”)

1 73% 2 21% 3 2% 4 1% 97 1% 98 <1% 99 <1%

Q42d - The ability to get a ride for the day or time you request it 1 61% 2 30% 3 4% 4 2% 97 1% 98 1% 99 1%

Q42e - The time it takes to confirm the reservation 1 70% 2 24% 3 2% 4 1% 97 1% 98 <1% 99 1%

Q42h - The ease of understanding what the reservation agent was

saying

1 71% 2 23% 3 3% 4 <1% 97 2% 98 <1% 99 1%

Q42i. - Confirmation of your reservation the evening before your

Trip

1 79% 2 16% 3 1% 4 <1% 97 2% 98 <1% 99 1%

Q42j. - Messages about the arrival of your vehicle 1 63% 2 24% 3 5% 4 3% 97 3% 98 <1% 99 1%

Only for [Q22.1 (01)]

Q44g. - Overall cleanliness of your vehicle 1 67% 2 25% 3 4% 4 1% 97 1% 98 <1% 99 <1%

Q44h. - Availability of seatbelts 1 80% 2 15% 3 2% 4 1% 97 1% 98 <1% 99 <1%

Q44i. - Temperature of the vehicle (neither too hot or too cold) 1 71% 2 24% 3 2% 4 1% 97 1% 98 1% 99 1%

Only if MV- 1 (SUV) [Q22_1A (02)]

Q44k. - Ease of deployment of the ramp 1 60% 2 22% 3 1% 4 0% 97 15% 98 1% 99 1%

Only if Van [Q22_1A (01)]

Q44l. - Ease of deployment of the lift 1 61% 2 18% 3 2% 4 1% 97 14% 98 1% 99 3%



Q45.1. - Have you used our new Enhanced Broker Service which began in March of this year?

01 Yes 50%

02 No 35% → SKIP TO Q44.60



Q45.2. - How satisfied are you with the Enhanced Broker Service …? (READ LIST) (INTERVIEWER CLARIFY: If "satisfied" or "dissatisfied", ask "Is that very

or somewhat?")







Q45.3. - In general, have the Enhanced Broker Service called or texted when they arrived?

01 Yes 90%

02 No 7%



Q45.4. - In general, have the Enhanced Broker drivers been courteous and professional?

01 Yes 88%

02 No 10%





Q45.5. – In general, have the Enhanced Broker drivers operated the vehicle in a careful and safe manner?

01 Yes 93% → SKIP TO Q45.7

02 No 6%



Q45.6. - In what way(s) did the driver not operate the vehicle in a careful and safe manner? (Check all that apply) (READ LIST)

01 Drove too fast 72%

02 Drove too slow 7%

03 Talked or texted on cellphone 64%

04 Disobeyed (broke) a traffic law (e.g. ran a red light, did not stop at a stop sign, etc.) 29%



Q45.7. - In general, have the Enhanced Broker vehicles been clean?

01 Yes 90%

02 No 8%



Q45.8. - In general, were seat belts available in your Enhanced Broker vehicle?

01 Yes 94%

02 No 4%





Q45.9. - In general, how was the temperature in your Enhanced Broker vehicle?

01 Too hot 2%

02 Too cold 2%

03 Acceptable 94%



Q44.60. - Are you aware of the Access-A-Ride MetroCard, which allows customers to take up to four free bus or subway rides per day?

01 Yes, aware 48%

02 No, not aware 50% →SKIP TO Q44.60B

98 DO NOT READ: Refused 1% → SKIP TO Q44.60B

99 DO NOT READ: Don’t know 2% → SKIP TO Q44.60B

Q44.60A. - Do you have an Access-A-Ride MetroCard?

01 Yes 61%

02 No 38% → SKIP to Q 44.60B

98 DO NOT READ: Refused 0% → SKIP to Q 44.60B

99 DO NOT READ: Don’t know 1%→ SKIP to Q 44.60B

Q44.60C. - How often do you use your MetroCard? (READ RESPONSES)

01 Daily 8% → SKIP to Q50B

02 A few times each week 24% → SKIP to Q50B

03 A few times each month 26% → SKIP to Q50B

04 Once per month 8% → SKIP to Q50B

05 Less than once per month 26% → SKIP to Q50B

98 DO NOT READ: Refused 2% → SKIP to Q50B

99 DO NOT READ: Don’t know 5% → SKIP to Q50B



Q44.60B. - Would you be interested in receiving an Access-a-Ride MetroCard?

01 Yes 54%

02 No 41% → SKIP TO Q50B

98 DO NOT READ: Refused 1%→ SKIP TO Q50B

99 DO NOT READ: Don’t know 3%→ SKIP TO Q50B

Q44.6Binfo. -You can request one by calling Access-A-Ride and selecting option one

ROLE OF ACCESS-A-RIDE IN TRAVEL PROFILE

Q50B. - In the next year or so would you expect to use Access-A-Ride, including vans, taxi rides and broker cars …? (READ LIST. “MORE OFTEN, LESS

OFTEN, ABOUT THE SAME AS NOW, OR ARE YOU NOT SURE)

01 More often 25% → SKIP TO Q50.1.

02 Less often 1%

03 About the same as now 45% → SKIP TO Q50.1.

04 Or are you not sure 26% → SKIP TO Q50.1.

98 DO NOT READ: Refused <1% → SKIP TO Q50.1.


Q50C. - Why do you expect to use Access-A-Ride less often in the next year or so? (PROBE ONCE, IF NECESSARY. CLARIFY ANYTHING THAT COULD HAVE

MULTIPLE MEANINGS.) (INTERVIEWER TYPE “NA” FOR DON’T KNOW OR REFUSED)



AWARENESS AND UNDERSTANDING OF ACCESS-A-RIDE OPERATION AND RULES

Q50.1. - When you last traveled on Access-A-Ride, did you see the Access-A-Ride Customer Bill of Rights posted?

01 Yes 63%

02 No→ The Access-A-Ride Customer Bill of Rights is also available Online at new.mta.info or upon request by calling 877-337-2017, press

prompt #8. 21%

98 DO NOT READ: Refused 1%-


DAY OF TRIP CALLS TO ACCESS-A-RIDE

Q50.3. - In the last three months have you ever called Access-A-Ride Command Center or Prompt #5 for assistance with same day travel concerns, such as

get an estimated time of arrival, or change the pick-up time for any reason, like running late, or change in an appointment?

01 Yes 60%

02 No 37% → SKIP TO Q50.2

03 Someone else called for me <1%



Q50.4. - How satisfied were you with the results of your call to ACCESS-A-RIDE…? (READ LIST) (INTERVIEWER CLARIFY: If "satisfied" or "dissatisfied", ask

"Is that very or somewhat?")







Q50.5. - So why did you rate the result of the call a [Insert response to Q50.4? (PROBE ONCE, IF NECESSARY. CLARIFY ANYTHING

THAT COULD HAVE MULTIPLE MEANINGS.) (INTERVIEWER TYPE “NA” FOR DON’T KNOW OR REFUSED)



Q50.2. - Are you aware that the Access-A-Ride Command Center (Prompt #5) operates 24 hours a day, 7 days a week to assist with same day travel concerns?

01 Yes 62%

02 No 36%



ELIGIBILITY ASSESSMENT CENTERS

Q67A. - Did you apply for or were you recertified for Access-A-Ride in 2019?

01 Yes 45%

02 No 44% → SKIP TO Q73

98 DO NOT READ: Refused <1% → SKIP TO Q73

99 DO NOT READ: Don’t know 10% → SKIP TO Q73

Q67. - Did you go to an eligibility assessment center and have an evaluation with a health care professional?

01 Yes 79%

02 No 18% → SKIP TO Q73



Q67.1. - When you were informed you had to go to an eligibility assessment center for an evaluation, was the phone representative courteous?

(IF NECESSARY READ: “Was the phone representative polite and respectful?”)

01 Yes 93%

02 No 2%

97 DO NOT READ: Did not speak to a phone representative 4% → SKIP TO Q67.25





Q67.2. - Was the phone representative competent? (IF NECESSARY READ: “Did the phone representative seem to know how to perform their job?”)

01 Yes 96%

02 No 2%



Q67.25 - Did you arrive at the eligibility assessment center at or before your scheduled appointment time?

01 Yes 96%

02 No 3% → SKIP TO Q67.7


99 DO NOT READ: Don’t know 1%→ SKIP TO Q67.7

Q67.3 - Did your evaluation take place at the scheduled appointment time, or within a reasonable amount of time of the scheduled time?

01 Yes 93%

02 No 6%



Q67.7. - Thinking about your experience at the eligibility assessment center overall, were you …? (READ LIST) (INTERVIEWER CLARIFY: If "satisfied" or





04 Very Dissatisfied 3%


99 DO NOT READ: Don’t know <1%



Q67.4. - Was the eligibility assessment center clean?

01 Yes 93%

02 No 5%



Q67.5. - Was the eligibility assessment center’s waiting area comfortable?

01 Yes 87%

02 No 12%



Q67.6. - Were you treated with courtesy and respect by the employees at the eligibility assessment center?

01 Yes 96%

02 No 3%



COMMENT LINE

Q73. - When calling Access-A-Ride, have you ever selected Option 8 to give a commendation or make a complaint?

01 Yes 41%

02 No 57% → SKIP TO Q74

97 DO NOT READ: Have not called Access-A-Ride <1% → SKIP TO D3C





Q73A. - How satisfied were you with the call to give a commendation or make a complaint…? (READ LIST) (INTERVIEWER CLARIFY: If "satisfied" or


01 Very satisfied 48% → SKIP TO Q74

02 Somewhat Satisfied 25% → SKIP TO Q74





Q73D. - Why were you dissatisfied when giving a commendation or making a complaint? (PROBE ONCE, IF NECESSARY. CLARIFY ANYTHING THAT COULD

HAVE MULTIPLE MEANINGS.) (INTERVIEWER TYPE “NA” FOR DON’T KNOW OR REFUSED)

Q74. -When calling Access-A-Ride, have you ever selected Option 7 to use the automated phone system for assistance with checking the status of a trip, or

cancelling a trip?

01 Yes 49%

02 No 48% → SKIP TO D3C

98 DO NOT READ: Refused <1% → SKIP TO D3C

99 DO NOT READ: Don’t know 3% →SKIP TO QD3C

Q74.1. - Thinking about your experience with the automated phone system for assistance, overall were you…? (READ LIST) (INTERVIEWER CLARIFY: If










DEMOGRAPHICS

D3C. - Do you normally travel with a personal care attendant?

01 Yes 51%

02 No 48%



D4. - Are you employed?

01 Yes 12%

02 No 88% → SKIP TO D17

98 DO NOT READ: Refused <1% → SKIP TO D17

99 DO NOT READ: Don’t know <1% → SKIP TO D17

D4A. - Are you employed full-time or part-time?

01 Full-time 64%

02 Part-time 33%



D17. - Are you of Hispanic, Latino, or Spanish origin?

01 Yes 15%

02 No 82%





D18. - Which of the following describes your race?

01 White 25%

02 African-American/Black 53%

03 Asian 2%

04 American Indian or Alaska Native 1%

05 Native Hawaiian or Other Pacific Islander <1%

06 Racially mixed 11%

95 Other (specify): _________ 0%





D19. - In what country were you born?

01 USA 72%

02 Bangladesh <1%

03 Barbados 1%

04 China <1%

05 Colombia <1%

06 Dominican Republic 1%

07 Ecuador <1%

08 Grenada <1%

09 Guatemala <1%

10 Guyana 3%

11 Haiti 2%

12 Honduras <1%

13 Jamaica 5%

14 North Korea 0%

15 South Korea <1%

16 Mexico <1%

17 Russia 1%

18 Puerto Rico 3%

19 Philippines <1%

20 Ukraine <1%

95 Other (specify): __________ 9%





D20. - What is the primary language spoken at your home?

01 English 90%

02 Spanish 4%

03 Chinese/Mandarin/Cantonese <1%

04 Korean <1%

05 Russian 1%

06 Haitian Creole 1%

07 Other (specify) __ 3%


99 DO NOT READ: Don’t know <1%

D21 is an interviewer assessment and NOT to be asked of the customer

D21. - How well did the customer speak English?

01 Very well 84%

02 Well 14%

03 Not well 2%

READ TO EVERYONE:

Those are all the questions I have. Thank you very much for your cooperation.

LEAVE MESSAGE:

My name is _______, from M. Davis and Company, a national research company. We are conducting a survey for MTA New York City Transit to

learn about its Paratransit customers’ experiences with Access-A-Ride and how satisfied they are with the service. We will call back another time

or, you can call us to set up an appointment that is convenient for you at 646-887-6681. Thank you!

Documents

MTA NEW YORK ITY TRANSIT AUTHORITY 2019 MTA NY T ...new.mta.info/sites/default/files/2020-06/MTA Paratransit 2019 Final Report 5 13...May 13, 2020 · M. Davis and ompany, Inc. 3000