2018RiderSatisfactionSurvey
TotalMarket
Preparedfor:
Spring2018
ValleyMetro2018RiderSatisfactionSurvey Page1
TableofContentsSection: Page#:
ExecutiveSummaryandConclusions......................................................................2
I. Introduction........................................................................................................6 A. Methodology..............................................................................................6 B. SignificanceTestingamongSubgroups......................................................8 C. CharacteristicsoftheSample.....................................................................9
II. RiderCharacteristics......................................................................................12 A. LengthofTimeUsingPublicTransit.........................................................12
B. FrequencyofRidingPublicTransit...........................................................14C. ChangeinFrequencyofUsingPublicTransit...........................................18D. VehicleAvailableforPersonalUse...........................................................20E. Driver’sLicense.........................................................................................22
III. TripCharacteristics.........................................................................................23
A. HowRidersTraveltoPublicTransit...........................................................23B. HowRidersTraveltoDestinationafterTrip...............................................24C. LikelihoodofUsingSelf-DrivingShuttle/OnDemandRideServiceto
ReachTransitCenter/LightRailStation...................................................26
IV. SystemSatisfaction........................................................................................28A. SatisfactionwithBusServiceElements......................................................28B. SatisfactionwithLightRailServiceElements.............................................31C. OverallSatisfactionwithTransitServiceintheValley...............................34D. LikelihoodtoRecommend.........................................................................40E. LikelihoodtoContinueRidingPublicTransit..............................................41F. PerceptionofServiceChangeOverPastYear............................................42G. KeyDriversforBusRiderOverallSatisfactionandLoyaltyRatings............43H. KeyDriversforLightRailRiderOverallSatisfactionandLoyaltyRatings...45
V. PrimarySourceforPublicTransitRouteandSchedule Information.............................................................................................................47VI. LoyaltySegments....................................................................................................49 A. Definitions................................................................................................49 B. ProfilesofLoyaltySegments.....................................................................51AppendixA–Questionnaire.....................................................................................................56
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ExecutiveSummary
ValleyMetro conducts annual rider satisfaction surveys tomonitor the overall level of satisfactionamong transit riders. This reportpresents the resultsof thenineteenthRider SatisfactionTrackingSurvey,whichwasconductedinAprilandMay,2018.Data for the rider satisfaction study in 2018 was collected using one methodology – interceptinterviewsusing iPadtechnology.Subgroupsanalyzedwithinthereportarebus-onlyriders (n=239),dual-moderiders(n=392)andlight-rail-onlyusers(n=158).Theoverallmarginoferrorforthestudyis±3.48%atthe95%confidencelevel.Interceptsgenerallytookbetween10to12minutestocomplete.RiderDemographicsandCharacteristics
• Self-reported demographics of riders as a whole were generally comparable to 2016 figures.Notably,theaveragehouseholdincomereportedbyridershadpreviouslydeclinedsince2013buthasnowincreasedagaintoanaverageof$31.9thousanddollarsperyear.
• Onaverage,ridersreportusingpublictransitfor7.9years,whichisoneyearlongerthanin2016.Theproportionridingtransitformorethantenyearsincreasedto27%in2018(upfrom20%in2016).
• Nearly four in tenbus riders (39%) reportedriding thebussix tosevendaysaweek,which isasimilarproportioncomparedtorecentyears.
• Amonglightrailriders,theaveragereportedfrequencyofridinglightrailincreasedslightlyto3.8daysperweekin2018from3.6in2016.
• Morethanone-halfofallriderssurveyed(52%)reportedusingpublictransitmoreoftenthantheydidayearago,andlessthanoneinten(8%)reportedusingpublictransitlessoften.
• Only23%oftotalridersreportedthattheycouldhaveusedapersonalvehicleforthetriptheywerecurrentlyon.Nearlyhalf(47%)saidzerovehicleswereavailableintheirhouseholdatall.
• Lessthanhalfofridersreportedhavingavaliddriver’slicense(44%),representingthelowestlevelinthepasttenyearsofthissurvey.
• Smartphoneusageamongriderscontinuestorise.Fourfifths(80%)ofridersreportedcarryingamobile phone at the time of being surveyed. Among those, a significantly higher proportion in2018reportedtheirphonesweresmartphones(90%upfrom81%in2016).Whilesmartphoneuserswere slightly less likely to report using Androids this year (71% down from 76%), iPhoneusageincreasedsignificantlyto26%in2018afterdroppingto20%in2016from31%in2014.
TripCharacteristics
• Themajorityofriders(79%)indicatedtheywalkedtotheirfirsttransitlocation.Theotherprimarywaysridersreportedreachingpublictransitwerebiking,driving/ridingwithothers,anddrivingalone(7%,6%and5%,respectively).
• Astrongmajorityofriders(82%)alsoreportedtheywouldwalktotheirdestinationaftergettingoffattheirlasttransitstopforthetrip.
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• One-third(32%)oftransitusersindicatedtheywouldbelikelytouseanon-demandrideservice,suchasUberorLyft,toreachanearbytransitcenterorlightrailstation.Slightlyfewer(29%)reportedbeinglikelytouseaself-drivingshuttleorautonomousvehicletoreachpublictransit.
SystemSatisfaction
BusElements
• BusridersgavethehighestsatisfactionratingstousefulnessoftheTransitBook(83%rated4or5)andvalueof service for farepaid (82%). The lowest ratingswas forcleanlinessat thebus stop(48%rated4/5).
• In2018,busriderswereaskedforthefirsttimetoevaluateusingtheRideKickappforplanningtheirtrips;nearlythreeinfourofthosewithanopinionratedithighly(73%rated4or5).
• Comparedto2016,satisfactionlevelsincreasedsignificantlyforthreeattributes:Valueofservicefor farepaid (82%up from72%),ability to transferbetweenbuses (68%up from61%),andbusarrivalanddeparturetimes(62%upfrom54%).Satisfactiondecreasedsignificantlyforcleanlinessatthebusstop(48%downfrom58%).
LightRailElements
• Lightrailridersgavethehighestsatisfactionratingstotrainarrivaltimes(88%4/5rating),easeofpurchasingpassesatfarevendingmachines(87%),andvalueofserviceforfarepaid(86%).Fourelements experienced significant decreases in satisfaction compared to 2016: customer service(79%vs.86%),cleanlinessinsidethetrain(77%vs.85%),cleanlinessatthestations(73%vs.84%),andpersonalsafety(71%vs.80%).
• In2018, railuserswereasked for the first time toevaluateusing theRideKickapp forplanningtheirtrips;sevenintenofthosewithanopinionratedithighly(70%rated4or5).
OverallSatisfaction
• Morethanfourinfiveriders(81%)gavehighoverallsatisfactionratingsfortransitservice.Thisissimilartothe79%ratingachievedin2016andisinlinewith2011/2012levels.Transitridersweresignificantlymore likely to report being “very satisfied” this year than in the prior three studyperiods(44%vs.38%in2016,36%in2014and34%in2011).
LikelihoodtoRecommendTransitService
• The2018likelihoodtorecommendlevelwasconsistentwith2016and2014.Justovereightintenriders (82%) indicated being highly likely to recommend the transit service to other people.However,thepercentgivinga“verylikely”ratingincreasedsignificantlyover2016(62%,upfrom56%)while“4”ratingsdeclined(20%,downfrom25%).
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Likelihoodtoberidingoneyearfromnow
• Four in five riders (79%) indicated theyarehighly likely to continue ridingpublic transit for thenextyear.Thisrepresentsthehighestpercentagemeasuredoverthepriorsixstudyperiodsandasignificantincreasecomparedtothe74%measuredin2016.Light-railonlyriderswereevenmorelikely to be highly likely to continue riding public transit (84% vs. 74% bus only and 79% dualmode).
PerceptionofServiceChange• WhenaskedwhethertheythoughtValleyMetroservicehasimproved,remainedthesame,or
declinedinthepastyear,overhalfofriders(56%)statedservicehasimproved(upsignificantlyfrom42%in2016and36%in2014).Whileone-thirdfeltserviceremainedthesame,only3%perceivedthatValleyMetroservicedeclined.Dual-moderidersweremostlikelytofeelserviceimproved(61%vs.45%lightrailonlyand54%busonly).
KeyDrivers(amongBusRiders)
• The elementsmost highly correlatedwith overall satisfactionwere:ability to transfer betweenbuses(0.525),usingRidekickapptoplantrip(0.478),valueofserviceforfarepaid(0.476),andbusarrival/departuretimes(0.470).
• Areas of opportunity among bus riders (i.e., elements with comparatively low levels ofsatisfaction, but relatively high correlation with overall satisfaction with the transit service)include:busarrival/departuretimes,ability to transferbetweenbuses,cleanliness insidethebusandnotificationofservicechanges.
KeyDrivers(amongLightRailRiders)
• Theelementsmosthighlycorrelatedwithoverallsatisfactionwere:onlinetripplanner(0.534),usingthenewRidekickmobileapptoplanyourtrip(0.493),abilitytotransferbetweenbusandlightrail(0.479),andpersonalsafety(0.457).
• Areasofopportunityamonglightrailriders(i.e,elementswithcomparativelylowlevelsofsatisfaction,butrelativelyhighcorrelationwithoverallsatisfactionwiththetransitservice)include:Ridekickappusagetoplantrips,personalsafety,presenceoffareinspectors,cleanlinessatlightrailstations,andonlinetripplanner.
PrimarySourceofTransitInformation
• In2018,ridersweremostlikelytolistthefollowingasprimarysourcesforrouteandscheduleinformation:visitingvalleymetro.orgfromamobilephone(24%),Google/Googlemaps(17%),callingValleyMetro(14%),andthetransitbook(10%).
• Therewereseveralsignificantchangescomparedto2016withmostnotablebeingthesignificantdeclineintheproportionsseekinginformationfromvalleymetro.comoneitheramobilephoneorcomputer/tablet,theTransitBook,andstop/stationsignage.InsteadridersweresignificantlymorelikelytoreportdependingonGoogleforinformation(17%upfrom2%).
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LoyaltySegments
Fivedifferentloyaltysegmentswereidentifiedusingrideranswerstothreequestions:OverallsatisfactionwiththetransitsystemintheValley,likelihoodtorecommendthetransitservice,andlikelihoodtoberidingthetransitsystemoneyearfromnow.
• LoyalAdvocates:Riderswhoarecompletelysatisfied(givea“5–VerySatisfied”rating),areverylikelytorecommendthetransitservicetoothers(givea“5–VeryLikely”rating),andarevery likely tocontinueusing the transit serviceoneyear fromnow (givea“5–VeryLikely”rating).
• SecureRiders: Riderswhoarebothsatisfiedand likelytocontinueriding(givea“4”or“5”ratingonbothmeasures).
• VulnerableCaptiveRiders:Riderswhoareunsatisfied (givea“1 to3” rating foroverallsatisfaction),butwhoarelikelytoberidingtransitinayear(givea“4”or“5”rating).
• VulnerableSatisfiedRiders:Riderswhoaresatisfied(givea“4”or“5”ratingforoverallsatisfaction),butwhoarenotlikelytoberidingtransitinayear(givea“1to3”rating).
• AtRiskRiders:Riderswhoareunsatisfied(givea“1to3”ratingforoverallsatisfaction)andalsoarelikelytostopusingtheserviceinthenextyear(“1to3”rating).
Keyfindingsin2018include:
• LoyalAdvocates comprised31%of total riders, thehighestproportionmeasuredover thepasttenyears.
• Secureriderscomprised36%ofthetotal(essentiallythesameasin2016).
• VulnerableCaptiveandVulnerableSatisfiedriderscomprisenearlythesamepercentageofriders(11%and12%,respectivelyandcomparedto12%and16%in2016).
• AtRiskridersrepresent8%ofridersandasidefromaspikein2013,itisfairlyconsistentwithpriorfindings.
Conclusions1. Continuing thetrendnoted in2016, theValleyMetrotransit system ismeeting theneedsof its
riderswithahigherdegreeofsatisfactionthanithasintherecentpast.Overallsatisfactionwiththetransitsystemwasupslightlythisyear,butmoreimportantly,thepercentofridersindicatingtheyare“very”satisfiedwasupsignificantly.Inaddition,theproportionofridersfallingintothecategoryofLoyalAdvocatesreachedaten-yearhigh.
2. Thishigherlevelofsatisfactionalsoappearstobecausingriderstobemoreloyalandoptimisticabout theirpropensity tokeepusing the transit system in the future.Thepercentgivingahighloyaltyratingisthehighestithasbeeninmorethansixyears,andamajorityofridersbelievethesystemhasimprovedinthepastyear.
3. Reversingatrendnotedlastyear,ridersweresignificantlymorelikelytoindicatesatisfactionwithbusarrivalanddeparturetimes.Thisisstilloneofthelowerrateditems,butridershavenotedan
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improvement. This is an important shift as this attribute continues to be a driver of overallsatisfactionwiththetransitsystem.
4. ThefeedbackontheRideKickappshowsthattheridersusingtheapparefairlysatisfiedwiththeperformanceoftheapp,butitalsostandsoutasanareaofopportunityforValleyMetro.Itisakey driver of overall satisfaction among those using it, but only a small portion of riders areactuallyusingitand/orhaveanopinionaboutit.Also,withtheproportionofridershavingasmartphoneincreasing,theuseoftheappisaveryviableoptionforthemajorityofriders.
5. Cleanlinessatbothbusstopsandlightrailstopswaselevatedasaconcernamongridersthisyear,withriderssignificantlylesslikelytoindicatesatisfactionwiththiselement.Thisisanotherareaofopportunity and importance for ValleyMetro as this is also a key driver of overall satisfaction,particularlyamonglightrailriders.
6. As in2016,personal safety is a concernamong light rail riders. Satisfactionwith theseelementdecreased this year, and it continues to be a key driver of overall satisfaction among light railriders.ThisshouldcontinuetobeanimportantfocusforValleyMetro.
7. Asin2016,lessthanonequarterofridersoverallindicatedtheycouldhaveusedavehicleinsteadof their current transit trip (and almost half indicated therewere no vehicle available for theirhousehold). Additionally thepercentof riderswithadriver’s license is at a10year low.Thesefindingscontinuetohighlightthepointthatalargemajorityofridersareheavilydependentonthepublictransitsystemtomaketheirregularlyplannedtrips.
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I. IntroductionA. MethodologyValleyMetro conducts annual rider satisfaction surveys tomonitor the overall level of satisfactionamong transit riders. This report presents the results of the eighteenth Rider Satisfaction TrackingSurvey,whichwasconductedinAprilandMay,2018.Data for the Rider Satisfaction study in 2018 was collected using one methodology – interceptinterviews using iPad technology. Subgroups analyzed within the report include bus-only riders,bus/lightrailcombinationusersandlight-rail-onlyusers.Theoverallmarginoferrorforthestudyis±3.48%atthe95%confidencelevel.Interceptsgenerallytookbetween10to12minutestocomplete.TheinterceptlocationandnumberofcompletesperlocationfortheridersurveyareshowninTable1a.Atotalofn=651initialinterceptswerecompletedasanattempttosurveyrepresentativesampleof riders. An additional n=138 intercepts were completed with Phoenix bus riders to provideadditionalsampleforaseparatereportthatisprovidedtoPhoenixTransit.Note:Asin2013,2014,and2016,alldatareportedfor2018generalmarketreportis“weighted”backtotheoriginalproportionsofridershippriortothePhoenixoversample.Thisistoensurethatresultsare not skewed toward oversampled Phoenix bus riders. At the end of the initial general marketsurvey, approximately 46% of total respondents were Phoenix bus riders. Therefore, Phoenix busriders’responseswereweightedbackto46%ofthetotal789responsesforanalysis.Pleasenotethatreportedfrequenciesreflecttheweighteddata.Table1aonthefollowingpageshowsa listofnon-weightedfrequenciesofintercepts.Inadditiontointerceptsattransitstations,interviewswerealsoconductedonthelightrailtrainitself.Thiswasinanefforttobettertargetthesubgroupoflight-rail-only-riders.
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Table1a:NumberofRidersInterviewedbyInterceptLocation(non-weighted)
Location
IncludesPhoenixOversample
BeforePhoenixOversample
#Completes
%TotalSample
#Completes
%MainSample
CentralStation 80 10% 54 8%MetrocenterTransitCenter 75 10% 51 8%DesertSkyTransitCenter 74 9% 51 8%ParadiseValleyTransitCenter 57 7% 36 6%EdPastorTransitCenter 56 7% 35 5%SunnyslopeTransitCenter 53 7% 30 5%TempeTransportationCenter 46 6% 46 7%MesaDr/MainSt.TransitCenter 41 5% 41 6%SuperstitionSpringsTransitCenter 36 5% 36 6%59thAvenueandOlive 35 4% 35 5%Montebelloand19thAve.TransitCenter 32 4% 32 5%Price-101Fwy/ApacheBlvd 25 3% 25 4%Central/CamelbackStation 16 2% 16 2%University/RuralStation 16 2% 16 2%ChandlerFashionCenter 10 1% 10 2%ChandlerPark-and-Ride(Hamilton&Germann) 5 1% 5 1%LIGHTRAILTRAIN 132 17% 132 20%Total 789 100% 651 100%
Table1b:ResidenceofRiders
City
2018n=789
A
2016n=736
B2014n=748
2013n=764
2012n=602
2011n=761
Phoenix 54% 54% 55% 56% 62% 56%Mesa 17% 18% 12% 14% 10% 12%Tempe 12% 11% 12% 12% 12% 10%Glendale 7% 8% 5% 6% 5% 7%Chandler 3% 3% 4% 3% 3% 2%Scottsdale 1% 2% 2% 4% 1% 3%Peoria 1% 1% 1% 2% 1% 1%Gilbert 1% 2% 2% 2% 1% 1%Tolleson 1% <1% <1% Avondale 1% 1% 1% 3% 2% 1%QueenCreek 1% - <1% Laveen 1% - - Other <1% 1% 6% 3% 3% 7%ABindicatessignificantlydifferentthanotheryearat95%confidencelevelNote:2013-2018dataareweighted.
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B. SignificanceTestingamongSubgroups
Throughout this report, superscript letters ABCDE appear in certain charts and graphs. These lettersindicate that the figure is statisticallyhigher, at the95%confidence interval, than the figure in theothercolumnorbarwiththatletter.Forexample, inthetablebelow,theAafter35% inColumnBforYesmeansthatthepercentageof2016riderswhoansweredYesissignificantlyhigherthanthepercentageof2018ridersinColumnAwhogavethatsameanswer.Inyearlytrackingchartsandtables,thecurrentyear’sresultsaregenerallyonlystatisticallycomparedinthismannertothepreviousyear’sresultsforthesamequestion.
Response
2018n=789A
2016n=736
B Yes 15% 35%A
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C. CharacteristicsoftheSampleThis year, as in the prior four waves of the study, interviews were conducted using in-personintercepts.InterceptorsusediPadtechnologytorecordsurveyresponses,allowingreal-timetrackingofresults.Thetablebelowshowsthedatacollectionmethodsusedfortheridersatisfactionsurveys.
Researchconducted: MethodofDataCollection
2009andearlier Phone
2010/2011 In-personintercepts(paper)withphonesupplements
2012/2013/2014/2016/2018 In-personintercepts(iPad)Ananalysisofthe2011surveydatacomparingtheinterceptresultstothetelephoneresultsindicatedthatmovingtoan intercept-onlymethodologymayhaveplayedapart intheshiftingdemographicsthatoccurredin2012.Thus,theimpactofthemethodologyshiftfromalltelephoneforstudiesdonein2009andearliertoallinterceptshouldbeconsideredwhenviewingresults.
* * * * * * * * * *
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Self-reporteddemographicsofridersasawholeweregenerallycomparableto2016figures.Notably,the average household income reported by riders had previously declined since 2013 but has nowincreasedagain toanaverageof$31.9 thousanddollarsperyear.This year theproportionearninglessthan$20Kannuallydecreasedsignificantlyto42%(downfrom49%in2016)andtheproportionearning$30to$60Kincreasedsignificantly(28%vs.21%in2016).
Table2a:SummaryofDemographicCharacteristics
Demographics2018A
2016B 2014 2013 2012 2011 2010 2009 2008 2006
Gender Male 52% 51% 51% 52% 50% 54% 59% 49% 50% 50%Female 48% 49% 49% 48% 50% 46% 41% 51% 50% 50%
Age Under25 26% 24% 31% 39% 34% 26% 26% 15% 20% 25%25to54 53% 52% 46% 45% 57% 55% 51% 60% 57% 59%55andolder 18% 17% 20% 12% 9% 18% 20% 24% 21% 16%Refused 3% 7%A 3% 4% <1% 1% 3% 1% 2% -Average 38.1 38.7 37.4 33.8 34.5 38.2 39.8 43.0 41.2 39.1
EthnicOrigin White 39% 40% 42% 38% 38% 48% 50% 59% 60% 64%Hispanic 23% 22% 24% 24% 28% 23% 20% 16% 15% 19%Black 18% 19% 14% 17% 22% 15% 14% 10% 11% 11%Other 12% 11% 13% 11% 11% 8% 10% 12% 10% 6%Refused/NA 8% 8% 7% 10% <1% 6% 6% 4% 4%
Income <$20,000 42% 49%A 46% 33% 54% 37% 35% 25% 26% 40%>$20Kto$30K 17% 17% 15% 20% 20% 18% 17% 15% 15% 26%>$30Kto$60K 28%B 21% 24% 31% 21% 27% 29% 28% 31% 27%$60,000+ 13% 13% 15% 16% 5% 18% 19% 32% 28% 7%Avg.(000) $31.9 $29.9 $31.6 $35.2 $24.7 $36.6 $35.6 $45.5 $39.7 $28.0
Employment Full-time 36% 41% 39% 31% 41% 42% 38% 56% 61% Student 19% 19% 23% 32% 30% 20% 19% 12% 13% Part-time 21% 22% 18% 23% 21% 18% 19% 14% 12% AllUnemployed 15% 13% 12% 10% 14% 15% 17% 11% 8% Unemployed–seekingwork
10% 10%
Unemployed–notseekingwork
5% 3%
Retired 8% 8% 9% 6% 4% 9% 8% 9% 6% Disabled 4% - 4% 2% 1% 3% 2% 2% 4% Housespouse 2% 3% 3% 1% 2% 1% 1% 1% 1% Selfemployed 1% - 1%
ABindicatessignificantlydifferentthanotheryearat95%confidencelevelNote:2013-2018dataareweighted**Beginningin2016:Optionforunemployedwassplitintotwoseparateoptions
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Fourinfive(80%)ridersreportedcarryingamobilephoneatthetimeofbeingsurveyed.Nineintenriders(90%)carryingamobilephonereportedthatitwasaSmartphone,whichrepresentsasignificantincreaseover81%in2016and71%in2014.WhilethepercentageofAndroidusersdroppedslightlyto71%,asignificantlyhigherproportionofsmartphoneusersreportedusinganiPhone(26%,upfrom20%butnotashighasthe31%measuredin2014).Aswasthecasein2016,lessthanonequarter(23%)oftotalridersreportedtheycouldhaveusedavehicle intheirhousehold inplaceof theircurrenttransit trip.Fewerthanhalf (44%)of total ridersreported having a valid driver’s license, representing the lowest levelmeasured in the last severalyearscontinuesadownwardtrendfirstobservedin2016.
Table2b:MiscellaneousSampleCharacteristics
Demographics2018A
2016B 2014 2013 2012 2011 2010
Havemobilephoneonbus/train 80% 80% 78% %mobilephonesaresmartphones 90%B 81% 71% Typeofsmartphone
Android 71% 76% 59% Apple/iPhone 26%B 20% 31% Windows <1% 1% 2% Samsung <1% - 1% Cricket <1% - 1% Blackberry - 1% 2%
Accesstovehicle* 23% 23% Havevaliddriver’slicense 44% 47% 56% 54% 54% 54% 57%
ABindicatessignificantlydifferentthanotheryearat95%confidencelevel*Beginningin2016,accesstoavehiclewasdeterminedwithanewseriesofquestionscomparedtopreviousyears.Inprioryears,riderswereaskedwhethertheyhadaccesstoanyvehicleforpersonaluse.In2016and2018,theywereaskedtoindicatewhetheravehiclecurrentlyattheirhouseholdcouldhavebeenusedfortheircurrenttrip.Note:2013-2018dataareweighted
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II. RiderCharacteristicsA. LengthofTimeUsingPublicTransit Onaverage,ridersreportusingpublictransitfornearlyeightyears(7.9),whichisoneyearlongerthantheaveragemeasured in2016. Theproportion riding transit formore than tenyears increased to27%in2018(upfrom20%in2016and19%in2014).
Table3a:HistoryofPublicTransitUsageintheValley
TimePeriod
2018n=789A
2016n=736
B2014n=748
2013n=764
2012n=602
2011n=761
2010n=729
<6months 8% 10% 16% 15% 15% 10% 9%6to12months 10% 10% 10% 8% 13% 11% 8%1-2years 18% 15% 17% 23% 24% 18% 13%3-5years 22% 26% 22% 22% 22% 21% 24%6-10years 16% 20% 17% 15% 14% 17% 21%11-20years 14% 10% 10% 11% 8% 13% 15%20years+ 13% 10% 9% 6% 4% 8% 10%Don’tknow/refused * * * * * 2% --Avg.(yrs) 7.9 6.9 6.3 5.7 4.6 6.7 7.6
Q1:HowlonghaveyoubeenusingpublictransitasameansoftransportationintheValley?ABindicatessignificantlydifferentthanotheryearat95%confidencelevelNote:2013,2014,2016and2018dataareweighted*Lessthan.5%
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Dual-moderiderstendtohavethelongesttenureusingpublictransportationintheValley(8.7yearsonaverage).Asexpected,lightrailonlyridershavebeenusingpublictransportationforasignificantlyshorterperiodoftime(5.6years)thanbothbusonlyriders(8.2years)anddual-moderiders.
Table3b:PublicTransitUsagebyMode
TimePeriod
2018Totaln=789
BusOnlyRidersn=239A
Bus/LightRailRidersn=392
B
LightRailOnlyRiders
n=158C
<6months 8% 8% 7% 7%6to12months 10% 11% 8% 13%1-2years 18% 16% 16% 26%AB3-5years 22% 20% 21% 25%6-10years 16% 17% 17% 14%11-20years 14% 13% 18%C 8%20years+ 13% 15%C 14%C 7%Don’tKnow * * * *Avg.inyrs 7.9 8.2C 8.7C 5.6
ABCindicatessignificantlydifferentthanothersubgroupat95%confidencelevelNote:dataareweighted*<.5%
7.9
8.2C8.7C
5.6
7.97.9
5.49.2A
12AB
8.08.1
6.08.5A
7.28.7A
7.49.1A
0 2 4 6 8 10 12 14
AllRidersn=789
BusOnlyn=239(A)Bus/LightRailn=392(B)LightRailOnlyn=158(C)
Malen=412(A)Femalen=377(B)
Under34n=360(A)35-54n=261(B)55+n=141(C)
Caucasiann=307(A)Othern=422(B)
Accesstocarn=183(A)Nocarn=606(B)
Workfullorpartsmen=406(A)Othern=383(B)
Ride<5days/weekn=211(A)Ride5+days/weekn=419(B)
#Years
HistoryofPublicTransitUsage-Avg.#years
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B. FrequencyofRidingPublicTransit1. FrequencyofRidingBus Nearly four in ten bus riders (39%) reported riding the bus six to seven days aweek,which is asimilarproportioncomparedtorecentyears.Dual-moderidersweremorelikelythanbus-onlyriderstoreportridingsixtosevendaysaweek(43%vs.31%).Ridersages35to54weresignificantlymorelikelythanyoungerandolderbusriderstoreportridingsixorsevendaysaweek(44%vs.34%and37%,respectively).Thismiddle-agedgroupridesthebusanaverageof5timesperweekcomparedto4.6foryoungerridersand4.7forolderriders.
Table4a:FrequencyofRidingBusEachWeekAmongBusRiders
Frequency
2018n=631A
2016n=592
B2014n=613
2013n=612
2012n=502
2011n=617
2010n=632
Lessthan1x/wk 4% 4% 4% 3% 3% 7% 5%Oneday 4% 3% 3% 4% 3% 5% 3%Twodays 6% 7% 9% 6% 4% 8% 7%Threedays 9% 10% 12% 8% 8% 12% 10%Fourdays 11% 10% 10% 10% 12% 14% 13%Fivedays 28% 28% 24% 33% 28% 21% 26%Sixtosevendays 39% 38% 37% 35% 41% 33% 35%Average 4.8 4.7 4.7 4.8 5.0 4.3 4.7Q2.Inanaverageweek,howmanydaysdoyouridethebus(THISDOESNOTINCLUDELIGHTRAILTRIPS)?ABindicatessignificantlydifferentthanotheryearat95%confidencelevelNote:2013,2014,2016and2018dataareweighted
Table4b:FrequencyofRidingBusEachWeek:ByMode
AmongBusRiders
Frequency2018n=631
BusOnlyn=239A
Bus/LightRailn=392
B
Lessthan1x/wk 4% 4% 3%Oneday 4% 4% 4%Twodays 6% 6% 6%Threedays 9% 8% 9%Fourdays 11% 12% 11%Fivedays 28% 34%B 24%Sixtosevendays 39% 31% 43%A
Average 4.8 4.6 4.9ABindicatessignificantlydifferentthanothersubgroupat95%confidencelevelNote:2018dataareweighted
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4.8
4.94.7
4.65.0AC
4.7
4.74.8
4.05.0A
4.94.7
0 1 2 3 4 5 6 7
AllRidersn=631
Malen=326(A)Femalen=304(B)
Under34n=274(A)35-54n=223(B)55+n=114(C)
Caucasiann=249(A)Othern=336(B)
Accesstocarn=123(A)Nocarn=508(B)
Workfullorpartsmen=310(A)Othern=320(B)
#Days
AverageWeeklyUsage:Bus(#days)
ValleyMetro2018RiderSatisfactionSurvey Page17
2. FrequencyofRidingLightRail Amonglightrailriders,theaveragereportedfrequencyofriding lightrail increasedslightlyto3.8daysperweekin2018.Light-rail-onlyridersreportedasignificantlyhigherdailyaverageusagethandual-moderiders(4.3daysaweekvs.3.6daysaweek).Lightrailonlyridersweresignificantlymorelikelytoridefivedaysaweekthanwerethosewhoridethebusandlightrail(28%vs.17%).
Table5a:FrequencyofRidingLightRailEachWeekAmongLightRailRiders
Frequency
2018n=550A
2016n=522
B2014n=501
2013n=472
2012n=247
2011n=494
Lessthan1x/wk 13% 16% 27% 18% 14% 20%Oneday 10% 10% 13% 12% 6% 13%Twodays 10% 12% 10% 10% 14% 11%Threedays 11% 12% 10% 11% 13% 11%Fourdays 9% 8% 6% 9% 7% 7%Fivedays 20% 17% 13% 19% 20% 15%Sixtosevendays 27% 24% 19% 21% 24% 19%Don’tknow/Refused 1% * 2% * 2% 3%Average 3.8 3.6 2.9 3.4 3.7 3.2Q3.Inanaverageweek,howmanydaysdoyouridethelightrail(THISDOESNOTINCLUDEBUSTRIPS)?ABindicatessignificantlydifferentthanotheryearat95%confidencelevelNote:2013,2014,and2016dataareweighted*<.5%
Table5b:FrequencyofRidingLightRailEachWeekbyModeAmongLightRailRiders
Frequency2018n=550
Bus/LightRailRidersn=392A
LightRailOnlyn=158
B
Lessthan1x/wk 13% 15% 8%Oneday 10% 12% 4%
Twodays 10% 12% 6%Threedays 11% 10% 13%
Fourdays 9% 7% 12%
Fivedays 20% 17% 28%A
Sixtosevendays 27% 26% 28%
Don’tknow/Refused 1% 1% 1%Average 3.8 3.6 4.3A
ABindicatessignificantlydifferentthanothersubgroupat95%confidencelevelNote:2018dataareweighted
ValleyMetro2018RiderSatisfactionSurvey Page18
Onaverage,weeklyusageoflightrailwashigheramongmenthanwomen(4.0daysvs.3.6days).Asexpected,thosewithoutaccesstoacaruselightrailmorefrequentlythandothosewithaccesstoavehicle(3.9vs.3.4averagedaysperweek).
3.8
4.0A3.6
3.74.1
3.6
3.93.8
3.43.9A
3.93.7
0 1 2 3 4 5
AllRidersn=550
Malen=290(A)Femalen=260(B)
Under34n=252(A)35-54n=181(B)
55+n=97(C)
Caucasiann=216(A)Othern=290(B)
Accesstocarn=136(A)Nocarn=414(B)
Workfullorpartsmen=284(A)Othern=267(B)
#Days
AverageWeeklyUsage:LightRail(#days)
ValleyMetro2018RiderSatisfactionSurvey Page19
C. ChangeinFrequencyofUsingPublicTransit In2018, ridersweresignificantlymore likely than in2016and2014 to reportusingpublic transitmoreoftenthantheydidayearago(52%upfrom46%).Thisshiftisduetofewersaying“thesame”and“don’tknow”thisyear.Nearlyoneinten(8%)againreportedridingitlessoften.Busridersweresignificantlymorelikelythandual-moderidersandthosewhoonlyridelightrailtoreportridingpublictransitlessoftencomparedtooneyearago(13%vs.8%and5%,respectively).Ridersunder55weresignificantlymorelikelythanthoseage55oroldertoreportridingmoreoften(54%vs.44%).
Table6a:FrequencyofPublicTransitUsageComparedtoPreviousYear
Frequency
2018n=789A
2016n=736
B2014n=748
2013n=764
2012n=602
2011n=761
Moreoften 52%B 46% 46% 52% 62% 46%Lessoften 8% 8% 9% 9% 5% 12%Thesame 39% 42% 42% 37% 27% 39%Don’tknow 1%B 3% 3% 2% 6% 3%
ABindicatessignificantlydifferentthanotheryearat95%confidencelevelNote:2013,2014,2016and2018dataareweighted
52%
8%
39%
1%
47%
13%BC
39%
1%
54%
8%
38%
0%
56%
5%
39%
0%
0% 10% 20% 30% 40% 50% 60%
Moreoten
Lessoten
Thesame
Don'tknow
ChangeinFrequencyofUsingPublicTransit
Totaln=789BusOnlyn=239(A)Bus/LightRailn=392(B)LightRailOnlyn=158(C)
Q4. Compared to one year ago, would you say that you are using public transit more often, less often or the same as you did a year ago?
ABC indicates significantly different than other subgroup at 95% confidence level Note: 2018 data are weighted
ValleyMetro2018RiderSatisfactionSurvey Page20
Theprimaryreasonsgivenforridingtransitlessoftencomparedtooneyearagowerehavingaccesstoacarandcarpoolingmore.
Table6b:ReasonforUsingPublicTransitLessOften
Amongthoseusingpublictransitlessoftenthantheydidoneyearago
Reason
2018TotalRidersn=66
BusOnlyRiders*n=30
Bus/LightRail
Riders*n=29
LightRailOnly
Riders*n=7
Ihaveaccesstoacarnow 38% 11 11 2Carpoolmore 10% 2 3 1Weather/Toohotoutside 6% 2 2 -Movedclosertowork/school 5% 2 2 -Busschedule/hoursnotadequate 5% 1 2 -Takestoolong/notontime 5% 3 - -Donotlikepeoplewhoride 3% 1 1 -Notaccessible 3% - 1 1Other** 24% 6 7 2Don’tknow/Noanswer 8% 4 - 1Q4A:Whydoyouthinkyouareusingpublictransitlessoftenthanyouwereoneyearago?Note:2018dataareweighted*Duetosmallsamplesizes,frequenciesareshown.Statisticalsignificancenotconducted.**Includesresponseswithonly1mention
ValleyMetro2018RiderSatisfactionSurvey Page21
47%
25%
16%
12%
46%
25%
19%
10%
0% 10% 20% 30% 40% 50%
0
1
2
3+
VehiclesAvailableinHousehold
2018
2016
44%
23%
43%
23%
10% 20% 30% 40% 50%
Amongthosewithvehiclesavailable
BasedtoTotalRiders
CouldHaveUsedHHVehicleforTransitTrip
2018
2016
D. VehicleAvailableforPersonalUse In 2016 a new sequence of questionswas asked to arrive at the proportion of riderswith vehicleaccess.Riderswereaskedtoprovidethenumberofvehiclesintheirhouseholdandthosewithatleastonevehiclewereaskedifanyofthevehiclescouldhavebeenusedinplaceoftheircurrenttransittrip.Similarto2016,thisyearnearlyhalfofriders(47%)reportedtherewerenovehiclesavailableintheirhousehold.
Againin2018,23%oftotalriderscouldhaveusedapersonalvehicleforthetriptheywereonwheninterviewed.Light-rail-onlyridersweresignificantlymorelikelythandualmodeandbusonlyriderstohave had the option to use a household vehicle for their trip (38% vs. 19% and 20%). Riders agesunderage35,employedriders,andthosewhotypicallyridetransit lessthanfivedaysaweekweremorelikelythantheircomparativegroupstohavehadtheabilitytouseahouseholdvehiclefortheirtransittrip(29%vs.19%ofthose35+,26%vs.20%unemployed,28%vs.15%ofthosewhoride5+daysperweek).
D1.Howmanyvehicles(cars,trucksormotorcycles)areavailableinyourhousehold?2018n=789,2016n=736
Couldyouhaveusedoneofthesevehiclesforthistrip?2018n=789,2016n=736
ValleyMetro2018RiderSatisfactionSurvey Page22
23%
20%19%
38%AB
23%23%
29%BC19%19%
22%
26%
26%B
20%
0% 20% 40% 60% 80%
AllRidersn=789
BusOnlyn=239(A)Bus/LightRailn=392(B)LightRailOnlyn=158(C)
Malen=412(A)Femalen=377(B)
Under34n=360(A)35-54n=261(B)55+n=141(C)
Caucasiann=307(A)Othern=422(B)
Workfullorpartsmen=406(A)Othern=383(B)
CouldhaveUsedHouseholdVehicleforTripD1a.Couldyouhaveusedoneofthesevehiclesforthistrip?2018n=416,2016n=396
ValleyMetro2018RiderSatisfactionSurvey Page23
44%47%
56%54%54%54%57%
72%67%
0% 20% 40% 60% 80%
2018(A)2016(B)
2014201320122011201020092008
Driver’sLicense
E. Driver’sLicenseFewerthanone-halfofridersreportedhavingavaliddriver’slicense(44%),representingthelowestlevelinthepasttenyearsofthissurvey.Thosesignificantlylesslikelythantheircomparativegroupstohaveadriver’slicenseincluded:BusOnlyorDual-Moderiders,ridersages34andyounger,minoritygroups,andthosewhowerenotemployed.
D2.Doyouhaveadriver’slicense?2018n=7892016n=736;2014n=748;2013n=764;2012n=602;2011n=761;2010n=732;2009n=717;2008n=653ABindicatessignificantlydifferentthanotheryearat95%confidencelevelNote:2013-2018dataareweighted
44%
36%42%
60%AB
42%46%
37%49%A
57%A
52%B
42%
52%B
35%
0% 20% 40% 60% 80% 100%
AllRidersn=789
BusOnlyn=239(A)Bus/LightRailn=392(B)LightRailOnlyn=158(C)
Malen=412(A)Femalen=377(B)
Under34n=360(A)35-54n=261(B)55+n=141(C)
Caucasiann=307(A)Othern=422(B)
Workfullorpartsmen=406(A)Othern=383(B)
Driver'sLicense
ValleyMetro2018RiderSatisfactionSurvey Page24
III. TripCharacteristics A. HowRidersTraveltoPublicTransitFourinfivetransitusers(79%)reportedwalkingtothetransitstopwheretheyfirstboardedpublictransitfortheday.Biking,driving/ridingwithothers,anddrivingaloneweretheotherprimarywaysridersreachedpublictransit(mentionedby7%,6%and5%,respectively).Thefindingsaregenerallysimilartothethreepriorstudyperiodswiththeexceptionofanincreaseindrivingaloneandridinganeighborhoodcirculatorcomparedto2016.Whereasbus-onlyridersweremost likelytoreportwalking(85%vs.79%dualmodeand71%light-rail-onlyriders),light-rail-onlyridersweresignificantlymorelikelytoreportdrivingalone(13%)thanweredual-mode(5%)andbusonlyriders(3%).Additionally,dualmoderidersweretwiceaslikelytoreportbiking to transit thanwerebus-only riders (8%vs.4%andcompared to7%of light railonlyriders).
Table7a:HowRidersTraveltoPublicTransit
TransportationMethod
2018n=678*
A
2016n=736
B2014n=748
2013n=764
2012n=602
2011n=761
2010n=732
Walk 79% 79% 75% 77% 93% 78% 80%Bike 7% 9% 6% 8% 4% 7% 7%Drive/ridewithothers 6% 8% 10% 9% 2% 5% 4%Drivealone 5%B 3% 5% 6% 1% 6% 12%Neighborhoodcirculator 2%B <.5% 2% 1% 1% -- 2%Uber/Lyft/ride-hailservice
1% -- <.5% -- -- -- --
Wheelchair/scooter <.5% <.5% 1% <.5% <.5% <.5% <.5%Vanpool -- 1% <.5% <.5% -- 6% --Taxi <.5% -- <.5% -- -- 5% --Q9:Howdidyougettothetransitstopwhereyoufirstboardedpublictransittoday(eitherbusorlightrail)?ABindicatessignificantlydifferentthanotheryearat95%confidencelevelNote:2013-2018dataareweightedNote:In2013,questionwordingwasmodifiedtoreferencethefirstboardingstoponthatdayoftheriderbeinginterviewed*ImportantSampleSizeExplanation:Duetoamisunderstandingofthequestion,notallresponsesareincludedinthe2018data.111ridersclaimedValleyMetroBusorLightRailwasthemodeoftransportationtheyusedtogettoreachthetransitstopwheretheyfirstboardedpublictransit.Sincethesearenotvalidanswerstothequestion,theseresponseshavebeenexcluded.
ValleyMetro2018RiderSatisfactionSurvey Page25
Table7b:HowRidersTraveltoPublicTransitbyMode
TransportationMethod
2018Totaln=678*
BusOnlyRidersn=210*
A
Bus/LightRailRidersn=343*
B
LightRailOnlyRidersn=125*
C
Walk 79% 85%C 79% 71%Bike 7% 4% 8%A 7%Drive/ridewithothers 6% 5% 6% 5%Drivealone 5% 5% 3% 13%ABNeighborhoodcirculator 2% 1% 2% 3%Uber/Lyft/ridehailservice,etc. 1% 1% 1% -
ABCindicatessignificantlydifferentthanothersubgroupat95%confidencelevel*ImportantSampleSizeExplanation:Duetoamisunderstandingofthequestion,111ridersclaimedValleyMetroBusorLightRailwasthemodeoftransportationtheyusedtogettoreachthetransitstopwheretheyfirstboardedpublictransit.Sincethesearenotvalidanswerstothequestion,theseresponseshavebeenexcluded.
B. HowRidersTraveltoDestinationafterTrip
Astrongmajorityofriders(82%)reportedtheywouldwalk totheirfinaldestinationaftergettingoffontheirlasttransitstopforthetrip.Asmallpercentageindicatedtheywouldbike,drivealoneordrive/ride with others (6%, 4% and 4%, respectively). Although only 2% stated they would ride aneighborhoodcirculator,thisisupsignificantlyfrom2016whenonly.2%reportedusingonetoreachtheirfinaldestination.
Table8a:HowRidersTraveltoDestinationafterTrip
TransportationMethod
2018n=789679*A
2016n=736
B2014n=748
2013n=764
2012n=602
2011n=761
2010n=732
Walk 82% 81% 88% 83% 94% 92% 94%Bike 6% 9% 5% 8% 4% 2% 6%Drive/ridewithothers 4% 5% 2% 7% 2% -- 1%Drivealone 4% 3% 1% 2% 1% 6% --Neighborhoodcirculator 2%B <.5% 1% <.5% 1% 2% 1%Uber/Lyftorotherride-hailservice 1% -- -- -- -- -- --Wheelchair/scooter <.5% <.5% 1% 1% -- -- 1%
Q10:Afteryougetoffatyourlaststoponthistrip,howwillyougettoyourfinaldestination?ABindicatessignificantlydifferentthanotheryearat95%confidencelevelNote:2013-2018dataareweightedNote:In2013,questionwasmodifiedtoreferencethefinalboardingstopofthecurrenttrip*ImportantSampleSizeExplanation:Duetoamisunderstandingofthequestion,notallresponsesareincludedinthe2018data.110ridersclaimedValleyMetroBusorLightRailwasthemodeoftransportationtheyusedtoreachtheirfinaldestinationaftertheirlasttransitstopoftheircurrenttrip.Sincethesearenotvalidanswerstothequestion,theseresponseshavebeenexcluded.
ValleyMetro2018RiderSatisfactionSurvey Page26
Bus-only and dual-mode riders were significantly more likely to report walking to their finaldestinationcomparedtolightrailonlyriders(87%and3%vs.73%,respectively).Light-rail-onlyridersweremorelikelytodrivealone(9%vs.2%ofdual-moderidersand3%ofbusonlyriders).Again,dualmoderidersweretwiceaslikelytoreportbikingtotransitthanwerebus-onlyriders(8%vs.4%andcomparedto7%oflightrailonlyriders).
Table8b:HowRidersTraveltoDestinationafterTrip:ByMode
TransportationMethod
2018Totaln=679*
BusOnlyRidersn=212*
A
Bus/LightRailRidersn=343*
B
LightRailOnlyRidersn=125*
C
Walk 82% 87%C 83%C 73%Bike 6% 4% 8%A 7%Drive/ridewithothers 4% 4% 3% 7%Drivealone 4% 3% 2% 9%BNeighborhoodcirculator 2% 1% 2% 2%Uber/Lyftorotherride-hailservice 1% 1% 1% 1%ABCindicatessignificantlydifferentthanothersubgroupat95%confidencelevel*ImportantSampleSizeExplanation:Duetoamisunderstandingofthequestion,111ridersclaimedValleyMetroBusorLightRailwasthemodeoftransportationtheyusedtoreachtheirfinaldestinationafterthelasttransitstopoftheircurrenttrip.Sincethesearenotvalidanswerstothequestion,theseresponseshavebeenexcluded.
ValleyMetro2018RiderSatisfactionSurvey Page27
C. LikelihoodofUsingSelf-DrivingShuttle/OnDemandRideServicetoReachTransitCenter/LightRailStation
One-third(32%)oftransitusersindicatedtheywouldbelikelytouseanon-demandrideservice,suchasUberorLyft,toreachanearbytransitcenterorlightrailstation(23%rated“5-verylikely”+9%rated“4”).Slightlyfewer(29%)reportedbeinglikelytouseaself-drivingshuttleorautonomousvehicletoreachpublictransit(21%verylikely+8%“4”rating).Asmightbeexpected,thelikelihoodofusingeitherofthesealternatemodesdeclinessignificantlyasageincreases.Ridersage34andyoungerweresignificantlymorelikelytoexpressawillingnesstouseon-demandrideservices(40%4/5ratings)andself-drivingvehicles(37%4/5ratings).Thelikelihoodpercentagesdroppedto30%foron-demandandto27%forself-drivingvehiclesamongthoseages35to54,andfellevenfurtheramongtheoldestriders(19%-18%forthose55+).Ofnote,residentsofaminorityethnicityweresignificantlymorelikelytoindicatetheyarelikelytouseanon-demandrideservice(39%4+5ratingvs.25%ofCaucasians)
QNew2018_1.Howlikelywouldyoubetouseeachoneofthefollowingalternativemodesoftransportationtoreachanearbytransitcenterorlightrailstation?Note:2018Totaldataisweighted.
23%
21%
9%
8%
32%
29%
0% 20% 40% 60% 80% 100%
Ondemandrideservice(likeUberorLyt)
Self-drivingshuvle/autonomousvehicle
LikelihoodofUsingNewAlternafveModestoReachTransitRate“4”or“5–VeryLikely”
5-VeryLikely 4
ValleyMetro2018RiderSatisfactionSurvey Page28
Busonlyanddual-moderidersweresignificantlymorelikelythanlightrailonlyriderstoreportbeing“verylikely”tousethesealternativemodesasameanstogettotransitcentersorlightrailstations(25%vs.15%foron-demandserviceand22%/23%vs.12%forself-drivingvehicles).
Table9a:LikelihoodofUsingOn-DemandRideService,likeUber/Lyft,toReachTransit
Satisfaction
2018Totaln=789
BusOnlyRidersn=239A
Bus/LightRailRidersn=392
B
LightRailOnlyRidersn=158
C
Toptwo(4+5ratings) 32% 36%C 34%C 23% 5-VeryLikely 23% 25%C 25%C 15%4 9% 11% 9% 8%3 16% 12% 14% 26%AB2 8% 8% 7% 11%1-NotatallLikely 41% 41% 42% 39% ABCindicatessignificantlydifferentthanothersubgroupat95%confidencelevelQNew2018_1.Howlikelywouldyoubetouseeachoneofthefollowingalternativemodesoftransportationtoreachanearbytransitcenterorlightrailstation?Note:2018Totaldataisweighted.Table9b:LikelihoodofUseSelf-DrivingShuttle/AutonomousVehicletoReachTransit
Satisfaction
2018Totaln=789
BusOnlyRidersn=239A
Bus/LightRailRidersn=392
B
LightRailOnlyRidersn=158
C
Toptwo(4+5ratings) 29% 31%C 30%C 23% 5-VeryLikely 21% 22%C 23%C 12%4 8% 9% 7% 11%3 12% 8% 11% 18%AB2 5% 6% 5% 8%1-NotatallLikely 50% 50% 50% 48%Don’tknow 4% 5% 4% 3%ABCindicatessignificantlydifferentthanothersubgroupat95%confidencelevelQNew2018_1.Howlikelywouldyoubetouseeachoneofthefollowingalternativemodesoftransportationtoreachanearbytransitcenterorlightrailstation?Note:2018Totaldataisweighted.
ValleyMetro2018RiderSatisfactionSurvey Page29
IV. SystemSatisfactionA. SatisfactionwithBusServiceElementsBusriderswereaskedtoratetheirsatisfactiononavarietyofbusserviceelementsandratedeachona scale where a “1” means Very Dissatisfied and a “5” means Very Satisfied. Bus riders gave thehighestsatisfactionratingstousefulnessof theTransitBook (83%gavea4/5rating)andvalueofserviceforfarepaid(82%4/5rating). Thelowestratingswasforcleanlinessatthebusstop(48%rated4/5). In2018,busriderswereaskedforthefirsttimetoevaluateusingtheRideKickappforplanningtheirtripsandnearlythreeinfourofthosewithanopinionratedithighly(73%rated4or5;NOTE:Lessthan25%ofriderswereabletoofferanopinionoftheapp).Comparedto2016,satisfactionlevelsincreasedsignificantlyforthreeattributes:Valueofserviceforfarepaid(82%upfrom72%),abilitytotransferbetweenbuses(68%upfrom61%),andbusarrivalanddeparturetimes(62%upfrom54%).Satisfactiondecreasedsignificantlyforcleanlinessatthebusstop(48%in2018vs.58%in2016).
62%59%60%61%
51%58%
50%52%56%
36%46%48%43%
32%26%
21%23%19%17%
26%17%
25%22%17%
34%23%21%
25%30%
22%
83%82%
79%78%77%75%75%74%73%
70%69%69%68%
62%48%
0% 20% 40% 60% 80% 100%
UsefulnessofTransitBookValueofserviceforfarepaid
Customerservicewhencalling602-253-5000NextRidetextorcallfornextbusarrival
PersonalsafetyDownloadingeTransitBookmaps/schedules
DrivercourtesyOnlinetripplanner
UsingthenewRidekickmobileapptoplanCleanlinessinsidethebus
NosficasonofservicechangesAvailabilityoflocasonstopurchasepasses
AbilitytotransferbetweenbusesBusarrival/departuresmesCleanlinessatthebusstop
OverallSafsfacfonofBusElementsRate“4”or“5–VerySassfied”
5-verysassfied 4
ValleyMetro2018RiderSatisfactionSurvey Page30
Table10a:HistoryofSatisfactionwithBusServiceElementsTopTwoBoxPercentages
AmongBusRiderswithanopinion
BusServiceElements
2018n=179-626
A
2016n=288-586
B2014
n=273-5932013
n=313-6112012
n=360-5002011
n=408-6252010
n=362-629UsefulnessofTransitBook 83% 80% 81% Valueofserviceforfare
paid82%B 72% 71% 63% 80% 72% 63%
Customerservicewhencalling602-253-5000
79% 76% 76% 71% 81% 76% 76%
NextRidetextorcallfornextbusarrival
78% 77% 70% 71%
Personalsafety 77% 78% 79% Drivercourtesy 75% 71% 71% 69% 78% 75% 77%DownloadingeTransitBook
mapsandschedulesfromwebsite
75% 76% 79% 76%
Onlinetripplanner 74% 79% 79% 77% 82% 76% 73%UsingthenewRidekick
mobileapptoplanyourtrip
73%
Cleanlinessinsidethebus 70% 70% 72% 62% 73% 69% 65%Availabilityoflocationsto
purchasepasses69% 69% 72%
Notificationofservicechanges2
69% 71% 70% 72% 77% 70% 66%
Abilitytotransferbetweenbuses
68%B 61% 65% 60% 75% 65% 61%
Busarrival/departuretimes1
62%B 54% 56% 54% 66% 59% 58%
Cleanlinessatthebusstop 48% 58%A 60% 51%
Q5:BasedonyourexperienceonyourtypicaltripRIDINGTHEBUSoverthepast30days,pleaseindicateyourlevelofsatisfactionwiththefollowingBUSserviceelements.Pleaseuseascalefrom1to5where1means“verydissatisfied”anda5means“verysatisfied”
1Slightwordingchangein20162Slightwordingchangein2014ABindicatessignificantlyhigherthanotheryearat95%confidencelevelNote:2013-2018dataareweighted
ValleyMetro2018RiderSatisfactionSurvey Page31
Bus-onlyridersweresignificantlymorelikelythandual-ridemoderiderstobesatisfiedwiththelevelofpersonalsafety(83%vs.73%),drivercourtesy(82%vs.71%),andcleanlinessatthebusstop(54%vs.44%).
Table10b:SatisfactionwithBusServiceElementsTopTwoBoxPercentages
AmongBusRiderswithanopinion
BusServiceElements
Total2018
n=179-626
BusOnlyRiders
n=63-239A
Bus/LightRailRidersn=116-388
B
UsefulnessofTransitBook 83% 83% 83%Valueofserviceforfarepaid 82% 83% 82%Customerservicewhencalling602-253-5000 79% 79% 79%NextRidetextorcallfornextbusarrival 78% 75% 80%Personalsafety 77% 83%B 73%Drivercourtesy 75% 82%B 71%DownloadingeTransitBookmapsandschedules
fromwebsite75% 79% 74%
UsingthenewRidekickmobileapptoplanyourtrip 73% 65% 77%Onlinetripplanner 74% 74% 74%Cleanlinessinsidethebus 70% 73% 68%Availabilityoflocationstopurchasepasses 69% 67% 71%Notificationofservicechanges2 69% 71% 68%Abilitytotransferbetweenbuses 68% 69% 67%Busarrival/departuretimes1 62% 59% 64%Cleanlinessatthebusstop 48% 54%B 44%
1Slightwordingchangein20162Slightwordingchangein2014ABindicatessignificantlydifferentthanothersubgroupat95%confidencelevelNote:2013,2014,2016and2018dataareweighted
ValleyMetro2018RiderSatisfactionSurvey Page32
B. SatisfactionwithLightRailServiceElementsLightrailriderswereaskedtoratetheirsatisfactiononavarietyoflightrailserviceelements,ratingeachonascalewherea“1”meansVeryDissatisfiedanda“5”meansVerySatisfied.Lightrailridersgave the highest satisfaction ratings to train arrival times (88% gave a 4/5 rating), ease ofpurchasingpassesat farevendingmachines (87%),andvalueofservice for farepaid (86%). Fourelementsexperiencedsignificantdecreasesinsatisfactioncomparedto2016:customerservice (79%vs. 86%), cleanliness inside the train (77% vs. 85%), cleanliness at the stations (73% vs. 84%), andpersonalsafety(71%vs.80%).In2018,railuserswereaskedforthefirsttimetoevaluateusingtheRideKickappforplanningtheirtrips;sevenintenofthosewithanopinionratedithighly(70%rated4or5).
62%
66%
65%
57%
60%
57%
57%
56%
59%
54%
44%
42%
45%
46%
51%
26%
21%
21%
27%
24%
26%
25%
25%
20%
24%
33%
31%
26%
25%
19%
88%
87%
86%
84%
84%
83%
82%
81%
79%
78%
77%
73%
71%
71%
70%
0% 20% 40% 60% 80% 100%
Trainarrivalsmes
Easetopurchasepassesatfarevendingmachines
Valueofserviceforfarepaid
Trainstasonkiosksignage
NextRidetextorcallfornexttrainarrival
Quanstyandqualityofonboardannouncements
UsefulnessofTransitBook
Abilitytotransferbetweenbus&lightrail
Customerservicewhencalling602-253-5000
OnlinetripPlanner
Cleanlinessinsidethetrain
Cleanlinessatthelightrailstasons
Personalsafety
Presenceoffareinspectors
UsingthenewRidekickmobileapptoplanyourtrip
OverallSafsfacfonofLightRailElementsRate“4”or“5–VerySassfied”
5-verysassfied 4
ValleyMetro2018RiderSatisfactionSurvey Page33
Table11a:HistoryofSatisfactionwithLightRailElements:
TopTwoBoxPercentagesAmongLightRailRiderswithanopinion
LightRailServiceElements
2018n=158-541A
2016n=314-513B
2014n=263-495
2013n=281-471
2012n=143-246
2011n=304-489
2010n=371-479
Trainarrivaltimes1 88% 90% 93% 88% 97% 90% 92%Easetopurchasepassesatfare
vendingmachines87% 90% 89%
Valueofserviceforfarepaid 86% 87% 86% 81% 91% 84% 86%Trainstationkiosksignage 84% 86% 87% NextRidetextorcallfornexttrain
arrival84% 85% 82% 77%
Quantityandqualityofonboardannouncements2
83% 88% 86%
UsefulnessofTransitBook 82% 80% 85% Abilitytotransferbetweenbus&
lightrail381% 81% 82% 77% 90% 84% 85%
Customerservicewhencalling602-253-5000
79% 86%A 83% 76%
Onlinetripplanner 78% 81% 83% 79% Cleanlinessinsidethetrain 77% 85%A 87% 81% 90% 87% 91%Cleanlinessatthelightrailstations 73% 84%A 85% 81% Personalsafety 71% 80%A 82% Presenceoffareinspectors 71% 76% 75% UsingthenewRidekickmobileapp
toplanyourtrip70%
Q6:BasedonyourexperienceonyourtypicaltripUSINGLIGHTRAILoverthepast30days,pleaseindicateyourlevelofsatisfactionwiththefollowingLIGHTRAILserviceelements.Pleaseuseascalefrom1to5where1means“verydissatisfied”and5means“verysatisfied”
1Slightwordingchangein20132Slightwordingchangein20143AmongthoseridingthebusandlightrailABindicatessignificantlydifferentthanotheryearat95%confidencelevelNote:2013,2014,2016and2018dataareweighted
ValleyMetro2018RiderSatisfactionSurvey Page34
Dual-moderidersgavehighersatisfactionratingsthanrailonlyridersforallLightRailelementsandthedifferencewasstatisticallysignificantfor10ofthe15attributes.SeethetablebelowforthesuperscriptnotationintheBus/LightRailRiderscolumntoidentifythesestatisticallyrelevantdifferences.
Table11b:HistoryofSatisfactionwithLightRailElementsTopTwoBoxPercentages
AmongLightRailRiderswithanopinion
LightRailServiceElements
2018Total
n=158-541
Bus/LightRailRiders
n=105-384A
LightRailOnlyRidersn=37-158
BTrainarrivaltimes1 88% 91%B 79%Easetopurchasepassesatfarevendingmachines 87% 91%B 77%Valueofserviceforfarepaid 86% 87% 83%Trainstationkiosksignage 84% 85% 83%NextRidetextorcallfornexttrainarrival 84% 87% 79%Quantityandqualityofonboardannouncements2 83% 85% 79%UsefulnessofTransitBook 82% 86%B 74%Abilitytotransferbetweenbus&lightrail3 81% 82%B 65%Customerservicewhencalling602-253-5000 79% 83%B 66%Onlinetripplanner 78% 83%B 69%Cleanlinessinsidethetrain 77% 82%B 65%Cleanlinessatthelightrailstations 73% 76%B 64%Personalsafety 71% 75%B 61%Presenceoffareinspectors 71% 75%B 62%UsingthenewRidekickmobileapptoplanyourtrip 70% 74% 61%
1Slightwordingchangein20132Slightwordingchangein20143AmongthoseridingbusandlightrailABindicatessignificantlydifferentthanothersubgroupat95%confidencelevelNote:2018dataareweighted
ValleyMetro2018RiderSatisfactionSurvey Page35
C. OverallSatisfactionwithTransitServiceintheValleyMorethanfour infiveriders(81%)gavehighsatisfactionratingsforoveralltransitservice.This issimilar to the79% ratingachieved in2016and is in linewith2011/2012 levels. Transit ridersweresignificantlymorelikelytoreportbeing“verysatisfied”thisyearthaninthepriorthreestudyperiods(44%vs.38%in2016,36%in2014and34%in201).
Table12a:OverallSatisfactionwithTransitServiceAmongthosewithanopinion
Satisfaction
2018n=789A
2016n=736
B2014n=748
2013n=764
2012n=602
2011n=760
2010n=727
Toptwo(4+5ratings) 81% 79% 70% 76% 81% 78% 75%
5-VerySatisfied 44%B 38% 36% 34% 42% 36% 38%4 37% 41% 34% 42% 39% 42% 37%3 15% 16% 21% 18% 13% 17% 19%2 2% 3% 7% 4% 4% 3% 4%1-VeryDissatisfied 2% 2% 2% 2% 2% 2% 2%Average 4.2 4.1 4.0 4.0 4.2 4.1 4.0
Q12.Usinga1to5scale,howwouldyourateyouroverallsatisfactionwiththetransitserviceintheValley?ABindicatessignificantlydifferentthanotheryearat95%confidencelevelNote:2013,2014,2016and2018dataareweighted
44%B
38%
36%
34%
42%
36%
38%
37%
41%
34%
42%
39%
42%
37%
81%79%
70%76%
81%78%
75%
0% 20% 40% 60% 80% 100%
2018(A)
2016(B)
2014
2013
2012
2011
2010
OverallSafsfacfonwithValleyTransitServiceRate“4”or“5–VerySassfied”
5-verysassfied 4
AB indicates significantly different than other year at 95% confidence level
ValleyMetro2018RiderSatisfactionSurvey Page36
Overallsatisfactionwassimilaramongthethreeridergroupsandtherewerenosignificantdifferences.
Table12b:OverallSatisfactionwithTransitService:ByModeAmongthosewithanopinion
Satisfaction
2018Totaln=789
BusOnlyRidersn=239A
Bus/LightRailRidersn=392
B
LightRailOnlyRidersn=158
C
Toptwo(4+5ratings) 81% 82% 81% 77% 5-VerySatisfied 44% 47% 45% 37%4 37% 35% 36% 40%3 15% 15% 14% 19%2 2% 1% 3% 2%1-VeryDissatisfied 2% 2% 2% 2%Average 4.2 4.3 4.2 4.1ABindicatessignificantlydifferentthanothersubgroupat95%confidencelevelNote:2018dataareweighted
ValleyMetro2018RiderSatisfactionSurvey Page37
Amongthosewhogavetop-tworatingsforoverallsatisfaction,themostreasonsmentionedforgivinghighratingwerecategorizedasfrequent/available/reliableservice(20%),satisfied/goodservice(15%)andgoodorconvenientroutes(15%).Therewereonlyafewsignificantshiftsincodedcommentcategoriescomparedto2016withthemostnotablebeingadecreaseingeneralmentionsof“satisfied/goodservice”andanincreaseinthepercentagecallingit“convenient”.Additionally,significantlyfewerriderswithoverallhighsatisfactionratingsofthetransitservicementionedaneedforincreasedfrequencyandhoursin2018.
Table13a:PrimaryReasonforSatisfactionwithTransitService
Amongthoseratinga“4”or“5”
Reason
2018n=635A
2016n=578
B2014n=522
2013n=581
2012n=488
2011n=591
2010n=544
Frequent/available/reliable 20% 16% 19% 20% 11% 11% 13%Satisfied/goodservice 15% 21%A 15% 17% 23% 14% 16%Goodroutes/convenientroutes 15% 12% 13% 17% 8% 8% 15%Convenient(general) 9%B 6% 6% 7% 4% 3% 5%Easytouse 6% 4% 2% 5% 4% 3% 2%Friendly/helpful/careful/gooddrivers 4% 5% 8% 5% 6% 6% 5%Savesmoney 4% 3% 3% OnlywayIcangetaround 2% 4%A 1% - - - -Don’thavetodealwithtraffic/lessstress 2% 3% 4% 1% - - -Fast 2% 2% 3% 1% - - -Gooddrivers 2% 1% 1% Busstopsarecloseby 2%B 1% <1% Safe/well-lit 1% 1% 2% NegativeMentions Increasefrequency/needlater/earlierhours
7% 13%A 10% 8% 4% 6% 7%
Needbetterroutes/moreroutes 3% 2% 4% 4% 1% 4% 3%Don’tlikeotherbusriders 2% 1% 1% Rude/unprofessionaldrivers/needbetterdrivers
2% 3% 5% 4% 4% 1% 2%
Alwaysroomforimprovement 2% 3% 2% 4% 3% 2% 3%Busestaketoolong 1% 2% 1% - - - -Lackofsafety 1% 1% <1% Q12a.PleaseexplaintheONEprimaryreasonforyoursatisfactionratingof___.ABindicatessignificantlydifferentthanotheryearat95%confidencelevelNote:2013,2014,2016and2018dataareweighted
ValleyMetro2018RiderSatisfactionSurvey Page38
Light-rail-onlyriderswereparticularlylikelytomentionappreciatingthatitsavesmoney(8%),allowsthemtohavelessstress(7%),andthattherearestopscloseby(6%).
Table13b:PrimaryReasonforSatisfactionwithTransitServicebyModeAmongthoseratinga“4”or“5”
Reason
2018Totaln=695
BusOnlyRidersn=196A
Bus/LightRailRidersn=317
B
LightRailOnlyRiders
n=122C
Frequent/available/reliable 20% 20% 20% 17%Satisfied/goodservice 15% 15% 14% 16%Goodroutes/convenientroutes 15% 13% 17% 14%Convenient(general) 9% 7% 10% 9%Easytouse 6% 8% 6% 4%Friendly/helpful/careful/gooddrivers 4% 7% 4% -Savesmoney 4% 4% 2% 8%BOnlywayIcangetaround 2% 3% 2% -Don’thavetodealwithtraffic/lessstress 2% 2% - 7%AFast 2% 2% 2% 4%Gooddrivers 2% 3% 2% -Stopsarecloseby 2% 2% <1% 6%BSafe/well-lit 1% <1% 1% 4%NegativeMentions Increasefrequency/needlater/earlierhours 7% 9% 6% 7%Needbetterroutes/moreroutes 3% 4% 3% 2%Don’tlikeotherbusriders 2% - 2% 9%BRude/unprofessionaldrivers/needbetterdrivers
2% 2% 2% 1%
Alwaysroomforimprovement 2% 1% 3% 2%Busestaketoolong/it’sslow 1% 2% 1% 2%Lackofsafety 1% - 1% 6%B
ABCindicatessignificantlydifferentthanothersubgroupat95%confidencelevelNote:2018dataareweighted
ValleyMetro2018RiderSatisfactionSurvey Page39
Amongriderswhogave“1”to“3”ratingsforoverallsatisfaction,themostfrequentlycitedcommentcategorywasagainrelatedtofrequency,accessibility,andpromptnessofthetransitservice:increasedfrequency/longerhours/notontime(29%).However,theproportionofmentionsisdownsignificantlyfrom43%in2016.Othernotablecommentcategoriesincludedtheneedforbetterroutes/moreroutes(11%)andlackofsafety(8%upsignificantlyfrom2%in2016).Riderscomplainedaboutdirtybusstopsatasignificantlyhigherratethaninthepriorwaveofresearch(4%upfrom1%),butweresignificantlylesslikelytoexpressfrustrationwithpoortransfersortimingcoordination(1%vs.7%in2016).
Table13c:PrimaryReasonforDissatisfactionwithTransitServiceAmongthoseratinga“1-3”overallsatisfactionrating
Reason
2018n=152A
2016n=153
B2014n=224
2013n=183
2012n=112
2011n=169
2010n=183
NegativeMentions Increasefrequency/needlater/earlierhours/notontime 29% 43%A 39% 28% 25% 22% 26%
Buses/lightrailnotontime 17% 6% 3% 7%Needbetterroutes/moreroutes 11% 8% 10% 8% 5% 15% 9%Lackofsafety 8%B 2% - 6% 3% 2% 1%Rude/unprofessionaldrivers 6% 10% 16% 12% 13% 5% 3%Busestaketoolong/busesareslow 5% 10% 5% 3% 11% 2% 6%Busstopsaredirty 4%B 1% - 1% 1% - -Notsatisfied/dislikeit/prefercar 4% 1% 3% 5% - - -Alwaysroomforimprovement 4% 3% 1% 3% 5% 5% 4%Don’tlikeotherriders 4% 2% 2% 5% 3% 4% 2%Schedulesandbusarrivalsdon’tmatch 3% 3% 5% 1% - - -Busestoocrowded/needbiggerbuses 2% 1% 2% 2% 7% 6% 1%Busstopsneedshade/shelter 2% - - 1% - 4% 2%Busesaredirty 2% 3% 5% 6% 3% - 2%Poorcustomerserviceoverthephone 2% 2% 1% 1% - - -Poortransfers/timingcoordination 1% 7%A - 9% - - -Driversneedbetterskills 1% 3% - 1% 5% 2% 1%Driversdon’twaitforpassengers 1% 3% 2% 3% 5% - 1%Ratesaretoohigh/increasingrates 1% 2% 5% 12% 6% 4% 7%PositiveMentions Goodruntimes/ontime/reliable 5% 5% 5% 1% 2% 5% 4%Generalpositivecomment(lightrail) 2% 4% 1% 1% 5% 4% 3%
ABindicatessignificantlydifferentthanotheryearat95%confidencelevel1Beginningin2014,thisvaluewasgroupedtogetherwiththeincreasefrequency/needlater/earlierhourscodeNote:2013,2014,2016and2018dataareweighted
ValleyMetro2018RiderSatisfactionSurvey Page40
Table13d:PrimaryReasonforDissatisfactionwithTransitService:ByModeAmongthoseratinga“1-3”overallsatisfactionrating
Reason
2018Totaln=152
BusOnlyRidersn=43A
Bus/LightRailRidersn=73B
LightRailOnlyRiders
n=36*C
NegativeMentions Increasefrequency/needlater/earlierhours/notontime 29% 34% 26% 30%
Needbetterroutes/moreroutes 11% 18% 9% 7%Lackofsafety 8% 4% 8% 13%Rude/unprofessionaldrivers 6% 7% 8% -Busestaketoolong/busesareslow 5% 2% 4% 10%Busstopsaredirty 4% 10% 3% -Notsatisfied/dislikeit/prefercar 4% 2% 7% -Don’tlikeotherriders 4% 2% 3% 7%Alwaysroomforimprovement 4% 11% 2% -Schedulesandbusarrivalsdon’tmatch 3% 4% 3% 3%Busesaredirty 2% 3% 1% 3%Busestoocrowded/needbiggerbuses 2% - 3% 3%Busstopsneedshade/shelter 2% 2% 1% 3%Poorcustomerserviceoverthephone 2% 2% 3% -Poortransfers/timingcoordination 1% % % %Driversneedbetterskills 1% % % %Driversdon’twaitforpassengers 1% Ratesaretoohigh/increasingrates 1% % % %PositiveMentions Goodruntimes/ontime/reliable 5% 2% 6% 7%Generalpositivecomment(lightrail) 2% - 2% 7%
ABCindicatessignificantlydifferentthanothersubgroupat95%confidencelevelNote:2018dataareweighted*Caution,verysmallbase
ValleyMetro2018RiderSatisfactionSurvey Page41
D. LikelihoodtoRecommendRiderswere asked to indicatehow likely theywouldbe to recommend the transit service tootherpeopleusingascalewherea“1”means“NotatallLikely”anda“5”means“VeryLikely.”The2018likelihood to recommend level was consistent with 2016 and 2014. Just over eight in ten riders(82%)indicatedbeinghighlylikelytorecommendthetransitservicetootherpeople.However,thepercentgivinga “very likely” rating increased significantlyover2016 (62%,up from56%)while “4”ratingsdeclined(20%,downfrom25%).
Table14a:LikelihoodtoRecommendTransitService
Rating
2018n=789A
2016n=736
B2014n=748
2013n=764
2012n=602
2011n=761
2010n=732
Toptwo(4+5ratings) 82% 81% 82% 76% 81% 83% 78%
5-VeryLikely 62%B 56% 62% 45% 50% 60% 54%4 20% 25%A 20% 31% 31% 23% 24%3 12% 12% 11% 13% 11% 11% 13%2 3% 3% 2% 6% 3% 2% 3%1-NotatallLikely 2% 3% 3% 4% 3% 3% 3%Don’tknow 1% 1% 1% 1% 2% 1% 3%Q7a:Howlikelyareyoutorecommendthetransitservicetootherpeople?Note:2013-2018dataareweightedABindicatessignificantlydifferentthanotheryearat95%confidencelevel
Dual-mode ridersweremore likely thanbusonlyand light railonly riders to indiate theywouldbe“very likely”torecommendtransittoothers(66%vs.58%). However,LightRailonlyridershadthehighestoveralllikelihoodtorecommendrating(85%4/5raringvs.79%forbusonlyand83%fordual-mode).
Table14b:LikelihoodtoRecommendTransitServicebyMode
Rating
2018Totaln=789
BusOnlyRidersn=239A
Bus/LightRailRidersn=392
B
LightRailOnlyRiders
n=158C
Toptwo(4+5ratings) 82% 79% 83% 85%
5-VeryLikely 62% 58% 66%A 58%4 20% 21% 17% 27%B3 12% 14% 10% 12%2 3% 1% 4%A 2%1-NotatallLikely 2% 3% 2% 1%Don’tknow 1% 2% 1% -
ABCindicatessignificantlydifferentthansubgroupat95%confidencelevelNote:2018dataareweighted
ValleyMetro2018RiderSatisfactionSurvey Page42
ValleyMetro2018RiderSatisfactionSurvey Page43
E. LikelihoodtoContinueRidingPublicTransitRiderswereaskedtoratethe likelihoodthattheywouldberidingpublictransitoneyearfromnowwithascalewherea“1”means“Notatall likely”anda“5”means“Verylikely”. Fourinfiveriders(79%) indicated they are highly likely to continue riding public transit for the next year. Thisrepresentsthehighestpercentagemeasuredoverthepriorsixstudyperiodsandasignificantincreasecomparedtothe74%measuredin2016.
Table15a:LikelihoodtoRidePublicTransitOneYearfromNow
Rating
2018n=789A
2016n=736
B2014n=748
2013n=764
2012n=602
2011n=761
2010n=732
Toptwo(4+5ratings) 79%B 74% 76% 66% 80% 77% 72%
5-VeryLikely 64% 60% 61% 45% 51% 60% 56%4 15% 14% 16% 21% 29% 17% 16%3 8% 11% 10% 15% 10% 10% 12%2 4% 5% 4% 8% 2% 3% 4%1-NotatallLikely 7% 8% 7% 10% 5% 5% 7%
Don’tknow 2% 2% 3% 1% 2% 5% 5%Q7b:Howlikelyareyoutoberidingpublictransitoneyearfromnow?ABCDindicatessignificantlydifferentthanotheryearat95%confidencelevelNote:2013-2018dataareweightedLight-railonlyridersweresignificantlymorelikelythanbusonlyriderstoreportahighlikelihoodofridingtransitinoneyear(84%vs.74%).Dual-moderiderswereinbetweenthemwith79%beinglikelytocontinueriding.
Table15b:LikelihoodtoRidePublicTransitOneYearfromNow
Rating
2018Totaln=789
BusOnlyRidersn=239A
Bus/LightRailRidersn=392
B
LightRailOnlyRiders
n=158C
Toptwo(4+5ratings) 79% 74% 79% 84%A
5-VeryLikely 64% 63% 64% 67%4 14% 12% 15% 17%3 8% 10% 8% 8%2 4% 4% 4% 3%1-NotatallLikely 7% 10% 7% 5%
Don’tknow 2% 3% 2% -ABCindicatessignificantlydifferentthanothersubgroupat95%confidencelevelNote:2018dataareweighted
ValleyMetro2018RiderSatisfactionSurvey Page44
F. PerceptionofServiceChangeOverPastYear
WhenaskedtoevaluateValleyMetro’sserviceoverthepastyear,morethanonehalfofriders(56%)reported they have experienced improved service while one-third felt service had remained thesame. Only3%perceivedthatValleyMetroservicehaddeclined. Comparedtothetwopriorstudyperiods,theproportionreporting improvedservicewasupsignificantlyandthepercentagewhofeltservicehaddeclinedorremainedthesamewasdownsignificantly.Dual-mode riders were significantly more likely than light rail only riders to report service hadimprovedinthepastyear(61%vs.45%,comparedto54%forbusonly).
Q13:Overthepastyear,wouldyousaythatValleyMetroservicehasimproved,stayedthesame,ordeclined?ABindicatessignificantlydifferentthanotheryearat95%confidencelevel
Table16:PerceptionofServiceChange
Rating
2018Totaln=789
BusOnlyRidersn=239A
Bus/LightRailRidersn=392
B
LightRailOnlyRiders
n=158C
Improved 56% 54% 61%C 45%Remainedthesame 32% 35%B 27% 43%Declined 3% 4% 4% 2%Don’tknow 8% 8% 8% 10%
Q13:Overthepastyear,wouldyousaythatValleyMetroservicehasimproved,stayedthesame,ordeclined?ABCindicatessignificantlydifferentthanothersubgroupat95%confidencelevel
3%
6%A
10%
33%
46%A
44%
8%
6%
10%
56%B
42%
36%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Total2018(A)
Total2016(B)
Total2014
PercepfonofServiceChangeOverPastYear
Declined Same Don'tknow Improved
ValleyMetro2018RiderSatisfactionSurvey Page45
G. KeyDriversforBusRiderOverallSatisfactionandLoyaltyRatingsThreesetsofcorrelationswererunusingthe15individualtransitserviceelements.Thoseelementswere correlated against ratings for overall satisfaction, likelihood to recommend, and likelihood torideinoneyear.ThecorrelationcoefficientsareshowninTable17.When reviewing the correlation coefficients below, please note that coefficients are comparedrelative to one another. The higher a coefficient, the more closely correlated it is with a givenmeasure.In2018,acoefficientisconsidered“stronglycorrelated”ifitexceeds0.400.Therearenineelementsthatarehighlycorrelatedwithoverallsatisfactionandfivethatarehighlycorrelatedwithlikelihood to recommend. The three followingelementswerehighly correlatedwithbothoverallsatisfactionandlikelihoodtorecommend–valueofserviceforfarepaid,cleanlinessinsidethebus,andnotificationofservicechanges.Interestingly,theattributeusingthenewRidekickmobileapptoplanyourtripwashighlycorrelatedwithlikelihoodtousepublictransitayearfromnow.The elements most highly correlated with overall satisfaction were: ability to transfer betweenbuses(0.525),usingRidekickapptoplantrip(0.478),valueofserviceforfarepaid(0.476),andbusarrival/departuretimes(0.470).
Table17:CorrelationswithBusSatisfactionandLoyaltyRatingsCorrelationCoefficients
BusElements
Overall
Satisfaction
LikelihoodtoRecommend
LikelihoodtoRideinOneYear
Bus arrival/departure times 0.470 0.288 0.152
Personal safety 0.456 0.321 0.147
Ability to transfer between buses 0.525 0.395 0.182
Value of service for fare paid 0.476 0.409 0.220
Driver courtesy 0.441 0.332 0.229
Customer service when calling 602.253.5000 0.387 0.435 0.194
Cleanliness inside the bus 0.439 0.414 0.271
Usefulness of Transit Book 0.338 0.240 0.115
NextRide text or call for next bus arrival 0.323 0.288 0.206
Availability of locations to purchases passes 0.363 0.276 0.111
Online trip planner 0.437 0.301 0.234
Cleanliness at the bus stop 0.342 0.303 0.137
Notification of service changes 0.422 0.448 0.236 Downloading eTransitBook maps and schedules from website 0.353 0.402 0.295
Using the new Ridekick mobile app to plan your trip 0.478 0.389 0.412
ValleyMetro2018RiderSatisfactionSurvey Page46
The following chart shows the relationship between the satisfaction ratings for each elementevaluated(percentgivinga“4”or“5”satisfactionrating)andtherelativeimpactofthatelementonoverallsatisfaction(i.e.,itscorrelationcoefficientwiththeoverallsatisfactionrating).Elementsintheupperleft-handquadrantofthechartrepresentopportunitiesforValleyMetrotoimpactoverallsatisfactionwithitsbusservice.Theseareelementswithcomparativelylowlevelsofsatisfaction,butrelativelyhighcorrelationwithoverallsatisfactionwiththetransitservice. Thekeyattributesare:busarrival/departuretimes,abilitytotransferbetweenbuses,cleanlinessinsidethebusandnotificationofservicechanges.
Opportunities
ValleyMetro2018RiderSatisfactionSurvey Page47
H. KeyDriversforLightRailRiderOverallSatisfactionandLoyaltyRatings
Three sets of correlations were run using 15 individual light rail transit service elements. Thoseelements were correlated against ratings for overall satisfaction, likelihood to recommend, andlikelihoodtorideinoneyear.ThecorrelationcoefficientsareshowninTable18.When reviewing the correlation coefficients below, please note that coefficients are comparedrelative to one another. The higher a coefficient, the more closely correlated it is with a givenmeasure.In2018,acoefficientisconsidered“stronglycorrelated”ifitexceeds0.400.Therearetenelementsthatarehighlycorrelatedwithoverallsatisfactionandthreeofthesewerealsohighlycorrelatedwithlikelihoodtorecommend.Thesethreeelementsareonlinetripplannerandability to transferbetweenbusand light rail andusing thenewRidekickmobileapp toplanyourtrip.Noelementswerehighlycorrelatedwithlikelihoodtousepublictransitayearfromnow.The elements most highly correlated with overall satisfaction were: online trip planner (0.534),usingthenewRidekickmobileapptoplanyourtrip(0.493),abilitytotransferbetweenbusandlightrail(0.479),andpersonalsafety(0.457).
Table18:CorrelationswithLightRailSatisfactionandLoyaltyRatingsCorrelationCoefficients
LightRailElements
Overall
Satisfaction
LikelihoodtoRecommend
LikelihoodtoRideinOneYear
Value of service for fare paid 0.433 0.364 0.259
Presence of fare inspectors 0.445 0.346 0.159
Customer service when calling 602.253.5000 0.396 0.379 0.176
Cleanliness inside the train 0.374 0.346 0.201
Personal safety 0.457 0.360 0.164
Online trip planner 0.534 0.477 0.289
Cleanliness at the light rail stations 0.404 0.260 0.115
Train station kiosk signage 0.384 0.266 0.182
Train arrival/departure times 0.400 0.358 0.195
Usefulness of Transit Book 0.377 0.302 0.167
Quantity and quality of onboard announcements 0.422 0.355 0.227
Ease to purchase passes at fare vending machines 0.389 0.352 0.184
NextRide text or call for next train arrival 0.435 0.362 0.138
Ability to transfer between bus & light rail 0.479 0.451 0.237
Using the new Ridekick mobile app to plan your trip 0.493 0.401 0.224
ValleyMetro2018RiderSatisfactionSurvey Page48
The following chart shows the relationship between the satisfaction ratings for each elementevaluated(percentgivinga“4”or“5”satisfactionrating)andtherelativeimpactofthatelementonoverallsatisfaction(i.e.,itscorrelationcoefficientwiththeoverallsatisfactionrating).Elementsintheupperleft-handquadrantofthechartrepresentopportunitiesforValleyMetrotoimpactoverallsatisfactionwithitsrailservice.Theseareelementswithcomparativelylowlevelsofsatisfaction,butrelativelyhighcorrelationwithoverallsatisfactionwiththetransitservice. Thekeyattributes are: Ridekick app usage to plan trips, personal safety, presence of fare inspectors,cleanlinessatlightrailstations,andonlinetripplanner.
Opportunities
ValleyMetro2018RiderSatisfactionSurvey Page49
V. PrimarySourceofPublicTransitRouteandScheduleInformationBeginning in2016,riderswereaskedtheprimarysource(s)usedtoobtain informationaboutroutesand schedule information in the past year. In prior years, riders were asked to list all sources ofinformationtheyutilized.In 2018, riders weremost likely to list the following as primary sources for route and scheduleinformation: visiting valleymetro.org from a mobile phone (24%), Google/Google maps (17%),callingValleyMetro(14%),andthetransitbook(10%).Therewere several significant changes compared to 2016withmost notable being the shift awayfromvisiting valleymetro.comoneither amobile phone (24%down from37%)or computer/tablet(5%downfrom17%).TherewasalsoasignificantdropintheproportionrelyingontheTransitBook(10% down from 14%) and the stop/station signage (4% down from 10%). Instead riders aredependingonGoogleforinformation–atotalof17%mentionedGoogle(9%)orGooglemaps(8%)upfrom2%totalmentionsin2016.Riderswerealsosignificantlymorelikelytoreportrelyingontheirown personal knowledge (5% vs. 1% in 2016). The percentage of “don’t know” responses alsoincreasedthisyear(6%vs.3%in2016).
Table19a:TopSourceforPublicTransitInformation
TopInformationSources
2018n=789A
2016n=736
B Visitvalleymetro.orgfromamobilephone 24% 37%ANETGooglementions 17%B 2%
Google 9%B 1%GoogleMaps 8%B 2%
Call602-253-5000/CallValleyMetro 14% 16%TransitBook 10% 14%ANextRidetextorcall 7% 7%Visitvalleymetro.orgfromacomputerortablet 5% 17%APersonalknowledge/alreadyknewschedule 5%A 1%Stop/stationsignage 4% 10%ASchedulesatbusstops/kiosks 4% 4%Friends/family 2% 3%Ridekickapp 4% 1%Busdriver/railoperator 1% 2%Don’tknow/noanswer 6%A 3%
Q8.Whatisyourprimarysourcetoobtainrouteandscheduleinformation?DONOTREADLIST,MULTIPLERESPONSESALLOWEDABCindicatessignificantlydifferentthanothersubgroupat95%confidencelevel
ValleyMetro2018RiderSatisfactionSurvey Page50
Note:2016-2018dataareweightedWhile light-rail-only riders were significantly more likely to report using their phone to visit thevalleymetro.orgwebsite (39% vs. 19% of bus-only riders and 22% of dual-mode riders), theyweresignificantlylesslikelytocallValleyMetroforscheduleinformation(6%),useGoogle(5%)orGooglemaps(2%),orNextRide(3%).Notably,lightrailonlyridersweresignificantlylesslikelytoprovideananswer(21%“don’tknow”vs.only2%-3%ofotherriders).
Table19b:TopSourceforPublicTransitInformation
TopInformationSources
2018Totaln=789
BusOnlyRidersn=239A
Bus/LightRailRidersn=392
B
LightRailOnlyRidersn=158
C Visitvalleymetro.orgfromamobilephone 24% 19% 22% 39%ABCall602-253-5000/CallValleyMetro 14% 16%C 17%C 6%TransitBook 10% 12% 10% 8%Google 9% 9% 10%C 5%Googlemaps 8% 9%C 10%C 2%NextRidetextorcall 7% 7% 10%C 3%Visitvalleymetro.orgfromacomputerortablet 5% 5% 5% 7%Personalknowledge/alreadyknewschedule 5% 6% 5% 3%Stop/stationsignage 4% 3% 4% 6%Schedulesatbusstops/kiosks 4% 4% 5% N/AFriends/family 2% 3% 2% 1%UsingRidekickmobileapptoplanyourtrip 4% 8%C 3% 1%Busdriver/railoperator 1% 2% 1% -Don’tknow/noanswer 6% 2% 3% 21%AB Q8.Whatisyourprimarysourcetoobtainrouteandscheduleinformation?DONOTREADLIST,MULTIPLERESPONSESALLOWEDABCindicatessignificantlydifferentthanothersubgroupat95%confidencelevelNote:2018dataareweighted
ValleyMetro2018RiderSatisfactionSurvey Page51
VI. LoyaltySegments
A. Definitions
Five different loyalty segments were identified using rider answers to three questions: Overallsatisfaction with the transit system in the Valley, likelihood to recommend the transit service, andlikelihoodtoberidingthetransitsystemoneyearfromnow.Segmentdefinitionsareasfollows:
• LoyalAdvocates:Riderswhoarecompletelysatisfied(givea“5–VerySatisfied”rating),areverylikelytorecommendthetransitservicetoothers(givea“5–VeryLikely”rating),andarevery likely tocontinueusing the transit serviceoneyear fromnow (givea“5–VeryLikely”rating).
• SecureRiders: Riderswhoarebothsatisfiedand likelytocontinueriding(givea“4”or“5”ratingonbothmeasures).
• VulnerableCaptiveRiders:Riderswhoareunsatisfied (givea“1 to3” rating foroverallsatisfaction),butwhoarelikelytoberidingtransitinayear(givea“4”or“5”rating).
• VulnerableSatisfiedRiders:Riderswhoaresatisfied(givea“4”or“5”ratingforoverallsatisfaction),butwhoarenotlikelytoberidingtransitinayear(givea“1to3”rating).
• AtRiskRiders:Riderswhoareunsatisfied(givea“1to3”ratingforoverallsatisfaction)andalsoarelikelytostopusingtheserviceinthenextyear(“1to3”rating).
LoyalAdvocates Secure
VulnerableCaptive
VulnerableSatisfied AtRisk
SatisfactionwiththetransitsystemintheValley
Verysatisfied:5rating
Satisfied:5/4rating
Unsatisfied:1-3rating
Satisfied:5/4rating
Unsatisfied:1-3rating
Likelytorecommendthetransitservicetoothers
Verylikely:5rating
Likelytoridethetransitsystemayearfromnow
Verylikely:5rating
Likely:5/4rating
Likely:5/4rating
Notlikely:1-3rating
Notlikely:1-3rating
ValleyMetro2018RiderSatisfactionSurvey Page52
The graph below illustrates the size of each loyalty segment for 2018 and for the six prior studyperiods.
• LoyalAdvocatescomprised31%oftotalriders,whichishighestproportionmeasuredoverthepasttenyears.
• Secureriderscomprised36%ofthetotal(essentiallythesameasin2016).• Vulnerable Captive and Vulnerable Satisfied riders comprise nearly the same percentage of
riders(11%and12%,respectively).• AtRiskridersrepresent8%ofridersandasidefromaspikein2013,itisfairlyconsistentwith
priorfindings.
31%
36%
11%
12%
8%
29%
35%
12%
16%
9%
26%
34%
19%
10%
11%
18%
38%
10%
20%
14%
28%
45%
9%
9%
9%
26%
40%
15%
12%
7%
25%
36%
15%
14%
10%
0% 10% 20% 30% 40% 50%
LoyalAdvocates
Secure
VulnerableCapsve
VulnerableSassfied
AtRisk
LoyaltySegments
2018
2016
2014
2013
2012
2011
2010
2018n=789;2016n=721;2014n=728;2013n=755;2012n=587;2011n=727;2010n=732Note:2013-2018dataareweighted
ValleyMetro2018RiderSatisfactionSurvey Page53
B. ProfilesofLoyaltySegments 1. LoyalAdvocates(31%)Loyal Advocates are those riderswho give the highest rating (“5”) on all threemeasures – overallsatisfaction, likelihood to recommend and likelihood to be using public transit in one year. A fulldemographicprofileofthesesegments is found inTable19aandTable19bonthefollowingpages.KeycharacteristicsofLoyalAdvocatesinclude:
• Evenmale/femalesplit• Averageageof39• HighestpercentageofHispanicriderscomparedwithothersegments(30%vs.range14%-23%)• Lowestaverageincome($28.2k)andhighestpercentageearning<$20kperyear(49%)• Highestnumberofridersunemployedandnotseekingwork(7%)• Lowestpercentageofthosewithavaliddriver’slicense(40%)• Highestpercentageofridersriding6or7days/week(42%)
2. SecureRiders(36%)Secureridersarebothsatisfiedandlikelytobeusingtransitayearfromnow(givea“4”or“5”ratingonbothmeasures),buttoa lesserextentthanLoyalAdvocates.KeycharacteristicsofSecureridersinclude:
• Approximatelyevenlysplitbetweenmale/female(53%/47%)• Averageageof37years• ComprisedofmoreCaucasianthanallotherloyaltysegments(49%vs.31%to35%)• Secondhighestreportedaveragehouseholdincome($34.4k)• Highestpercentageofstudents(20%)andpart-timeemployedriders(21%)
3. VulnerableCaptives(11%)Ridersclassifiedas“VulnerableCaptives”arethosewhoarenotsatisfiedwiththesystemoverall(providea“1”to“3”rating)butindicatetheyarelikelytobeusingtransitinoneyear(providea“4”or“5”rating).KeycharacteristicsofVulnerableCaptivesinclude:
• Theonlysegmenttoskewfemale(58%)• Highestaverageage(42)andpercentageof55andolderriders(28%vs.6%to20%)• Thehighestproportionoffull-timeemployedriderscomparedtootherloyaltysegments(43%)• Secondlowestaveragehouseholdincome($32.0k),secondhighestpercentageofriders
earning<$20k(46%)• Leastlikelytohavebeenabletouseahouseholdcarfortheircurrenttransittrip(19%)• Secondhighestpercentageofridersriding6or7days/week(41%)
ValleyMetro2018RiderSatisfactionSurvey Page54
4. VulnerableSatisfiedRiders(12%)VulnerableSatisfiedridersarethosewhoaresatisfiedwiththetransitsystemoverall(providea“4”or“5”rating),butareunlikelytobeusingtransitinoneyear(providea“1”,“2”,or“3”rating).KeycharacteristicsofVulnerableSatisfiedridersinclude:
• Highestskewofmaleriders(62%)• Lowestaverageage(33.5)comparedtootherloyaltysegments• Highestpercentageofridersunderage25(35%)and25to54(58%)• ComprisedofmoreAfricanAmericans(36%)thanotherloyaltysegmentsexceptforAtRisk
riders• Highestaverageincome($35.2k)• Highestpercentageoflocalbusriders(87%)• Highestpercentageofriderswhohavebeenridinglessthan2years(52%)
5. AtRisk(8%)AtRiskridersarethosewhoareneithersatisfiedwiththetransitserviceintheValley(give“1”to“3”satisfactionratings)norlikelytoberidingthetransitsystemoneyearfromnow(“1”to“3”likelihoodratings).KeyCharacteristicsofAtRiskridersinclude:
• Averageageof38• HighestproportionofAfricanAmericanriders(36%)• Highestproportionofriderswithavaliddriver’slicense(54%)• Mostlikelytohavebeenabletouseahouseholdcarfortheircurrenttransittrip(30%)• Morelikelythanmostoftheothergroupstosaytheyexpectedtoridepublictransitlessinthe
future(16%-tiedwithVulnerableSatisfied)
ValleyMetro2018RiderSatisfactionSurvey Page55
Table20a:LoyaltySegments–DemographicAttributes
Demographics
2018Totaln=789
LoyalAdvocatesn=246A
Securen=285
B
VulnerableCaptiven=90C
VulnerableSatisfiedn=94D
AtRiskn=60E
Gender Male 52% 50% 53% 42% 62%AC 57%Female 48% 50%D 47% 58%D 38% 43%
Age Under25 26% 21% 30%A 21% 35% 25%25to54 53% 55% 49% 52% 58% 56%55andolder 18% 20%D 17%D 28%BDE 6% 14%Refused 3% 3% 4% - 2% 5%Average(yrs) 38.1 39.1D 37.4D 42.0ACE 33.5 37.6
EthnicOrigin
Caucasian 39% 35% 49%ADE 31% 31% 31%Hispanic 23% 30%BCE 21% 14% 23% 17%Black 18% 16% 15% 19% 21% 36%ABCOther 12% 13% 12% 15% 14% 8%Refused/NA 8% 6% 9% 4% 11% 8%
Income <$20,000 42% 49%BD 36% 46% 32% 39%$20,001to$30K 17% 17% 17% 14% 20% 18%$30,001to$60K 28% 23% 31% 25% 33% 32%$60,000+ 13% 11% 15% 26% 15% 12%Average(000) $31.9 $28.2 $34.4 $32.0 $35.2 $33.0
Employment Full-time 33% 30% 33% 43%A 32% 38%Student 17% 15% 20% 11% 17% 18%Part-time 19% 19% 21% 19% 15% 18%Unemployed,notseekingwork 4% 7% 2% 3% 4% 5%
Unemployed,seekingwork 9% 9% 10% 11% 9% 10%
Retired 8% 8% 6% 7% 6% 9%Housespouse 2% 2% 2% 3% 2% 1%*Accesstocarfortrip 23% 22% 24% 19% 25% 30%ValidDriver’sLicense 44% 40% 46% 45% 41% 54%ABCDEindicatessignificantlydifferentthanothersubgroupat95%confidencelevelNote:2018dataareweighted
*Indicatesavehiclecurrentlyattheirhouseholdcouldhavebeenusedfortheircurrenttrip.
ValleyMetro2018RiderSatisfactionSurvey Page56
Table20b:LoyaltySegments–TransitUsageCharacteristics
Demographics
2018Totaln=789
LoyalAdvocatesn=246A
Securen=285
B
VulnerableCaptiven=90C
VulnerableSatisfiedn=94D
AtRiskn=60E
Lengthofusage Lessthan6months 8% 7%C 8%C 1% 13%C 9%C6monthsto2years 28% 25% 27% 24% 39%ABC 33%3to10years 37% 35% 40% 41% 37% 34%11+years 27% 34%BD 24%D 34%D 10% 25%D
Bus/LightRail
Localbuses 80% 82% 77% 75% 87%BC 78%Lightrail 70% 69% 73% 75% 62% 66%Circulators 30% 30% 31% 32% 29% 21%
Daysperweekridebus(amongbusriders)
6or7days 36% 42%D 34% 41%D 26% 28%Daysperweekridelightrail(amonglightrailriders)
6or7days 27% 30% 24% 29% 28% 17%
Ridingmore/less
Moreoften 52% 54% 51% 50% 49% 58%Lessoften 8% 6% 7% 5% 16%ABC 16%ACSame/DK 40% 40% 42% 44% 35% 26%ABCDEindicatessignificantlydifferentthanothersubgroupat95%confidencelevelNote:2018dataareweighted
ValleyMetro2018RiderSatisfactionSurvey Page57
AppendixA-Questionnaire
ValleyMetro2018RiderSatisfactionSurvey Page58
RiderSatisfactionSurvey2018
Good______,Iam____fromWestGroupResearchinPhoenix.WeareconductingastudyforValleyMetrotohelpthemunderstandhowridersfeelaboutthetransitservicetheyreceiveintheValley.Weareaskingonlyforyouropinionandarenotsellinganything.
N=500BusRiders(YESinQSCRA–a.)MaximumN=125Lightrailonlyriders(YesinSCRA–cbutNOinSCRA)Male/Female=50%/50%.Quotasbylocation
LightRailON-TRAIN(LROONLY) 125
Bus/ComboRidersTotal 510
CentralStation 52
MesaDr/MainStTransitCenter 41
MetroCenterTransitCenter 50
DesertSkyTransitCenter 50
TempeTransportationCenter 44
Price-101Fwy/ApacheBlvd 19
ParadiseValleyTransitCenter 35
EdPastorTransitCenter 35
Montebelloand19thAve.TransitCenter 22
59thAvenueandOlive 35
SuperstitionSpringsTransitCenter 35
SunnyslopeTransitCenter 30
ChandlerFashionCenter 10ChandlerPark-and-Ride(Hamilton&Germann) 10
Central/CamelbackStation 16
University/RuralStation 16
Skysong(Scottsdale) 10
ValleyMetro2018RiderSatisfactionSurvey Page59
SCRA.Doyoueverride...READLIST.YES/NOFOREACHa. Localcitybuses(IncludingExpress/RAPIDbuses)b. NeighborhoodcirculatorbusessuchasFlash/ALEX/GUS/ORBIT/SMART/MARY/DASHc. Lightrail
d.No/DK--ThankandTerminate
SCRB. Doyou,ordoesanyoneinyourhouseholdworkforamarketingresearchcompanyorthelocaltransitsystem?(IFYES,TERMINATE)
SCRC. Whatcitydoyoulivein? a.Phoenix b.Scottsdale c.Tempe d.Mesa e.Chandler
f.Glendaleg.Gilberth.Peoriai.Avondale
j.Other(SPECIFY:_________________________)k.Refused/NA
SCRD. RECORDGENDER: a.Male b.Female1. HowlonghaveyoubeenusingpublictransitasameansoftransportationintheValley?
a. Lessthan6monthsb. 6monthsto1yearc. 1to2yearsd. 3to5yearse. 6to10yearsf. 11to20yearsg. Morethan20yearsh. Don’tknow/NA
2. IFBUS/CirculatorINSCRA:Inanaverageweek,howmanydaysdoyouridethebus(THISDOES
NOTINCLUDELIGHTRAILTRIPS)? a.Lessthanonceaweek b.1dayperweek c.2days d.3days e.4days f.5days g.6-7days i.DK
j.Noanswer
ValleyMetro2018RiderSatisfactionSurvey Page60
3. IFLIGHTRAILINSCRA:Inanaverageweek,howmanydaysdoyouridethelightrail(THIS
DOESNOTINCLUDEBUSTRIPS)? a.Lessthanonceaweek b.1dayperweek c.2days d.3days e.4days f.5days g.6-7days i.DK
j.Noanswer4. Comparedtooneyearago,wouldyousaythatyouareusingpublictransitmoreoften,less
oftenorthesameasyoudidayearago? a.Moreoften b.Lessoften c.Thesame
d. Don’tknow4a: IFLESSOFTENINQ6:Whydoyouthinkyouareusingpublictransitlessoftenthanyouwere
oneyearago?Whatotherreasons?IFSCRA=BUSASKQ7:5. BasedonyourexperienceonyourtypicaltripRIDINGTHEBUSoverthepast30days,please
indicateyourlevelofsatisfactionwiththefollowingBUSserviceelements.Pleaseuseascalefrom1to5where1means“verydissatisfied”anda5means“verysatisfied(6=Don’tknow/doesn’tapply).Howsatisfiedareyouwith…
a. Busarrival/departuretimes b. Drivercourtesyc. Onlinetripplannerd. Customerservicewhencalling602-253-5000e. NextRidetextorcallfornextbusarrival f. Availabilityoflocationstopurchasepassesg. Abilitytotransferbetweenbusesh. Cleanlinessinsidethebusi. Cleanlinessatthebusstopj. Personalsafetyk. UsefulnessofTransitBookl. DownloadingeTransitBookmapsandschedulesfromwebsitem. Valueofserviceforfarepaid.n. Notificationofservicechangeso. UsingthenewRidekickmobileapptoplanyourtrip
IFSCRA=LIGHTRAIL,ASKQ8:
ValleyMetro2018RiderSatisfactionSurvey Page61
6. BasedonyourexperienceonyourtypicaltripUSINGLIGHTRAILoverthepast30days,pleaseindicateyourlevelofsatisfactionwiththefollowingLIGHTRAILserviceelements.Pleaseuseascalefrom1to5where1means“verydissatisfied”anda5means“verysatisfied(6=Don’tknow/doesn’tapply).Howsatisfiedareyouwith…ROTATELIST
a. ASKONLYIF“a”or“b”and“c”inSCRA:Abilitytotransferbetweenthebusandlightrailb. Trainarrivaltimesc. Easetopurchasepassesatfarevendingmachinesd. Cleanlinessinsidethetraine. Cleanlinessatthelightrailstationsf. Personalsafetyg. UsefulnessofTransitBookh. OnlinetripPlanneri. NextRidetextorcallfornexttrainarrivalj. Customerservicewhencalling602-253-5000k. Valueofserviceforfarepaidl. Presenceoffareinspectorsm. Trainstationkiosksignagen. Quantityandqualityofonboardannouncementso. UsingthenewRidekickmobileapptoplanyourtrip
7. Nowusinga1to5scalewhere1means“Notatalllikely”and5means“Verylikely”…READ
ANDROTATEITEMS a.Howlikelyareyoutorecommendthetransitservicetootherpeople? b.Howlikelyareyoutoridepublictransitoneyearfromnow?
8. Whatisyourprimarysourcetoobtainrouteandscheduleinformation?Donotread.Promptwithoptions,ifneeded.MULTIPLERESPONSESALLOWED.a.CallCustomerServiceat602-253-5000b.Visitvalleymetro.orgfromacomputerortabletc.Visitvalleymetro.orgfromamobilephonee.Schedulesatbusstops/andkiosksf.TransitBookg.SocialMedia:Facebook,Twitterh.Stop/StationSignagei.Friends/familymembersj.Otherridersk.Busdriverorrailoperatorl.Work/schoolm.NextRidetextorcalln.UsingthenewRidekickmobileapptoplanyourtripo.Other:SPECIFY__________________________p.DK/Noanswer
Forthenextsetofquestions,pleasethinkaboutthistripusingpublictransit
ValleyMetro2018RiderSatisfactionSurvey Page62
9. Howdidyougettothetransitstopwhereyoufirstboardedpublictransittoday(eitherbusor
lightrail)?(IFNECESSARY,onthetripusingpublictransityouhavemademostofteninthepast30days)MULTIPLERESPONSESALLOWED
a.Walk b.Bike c.Drivealone d.Drive/ridewithothers e.Vanpool f.Taxi g.Neighborhoodcirculator
h.Uber/Lyftorotherride-hailservice i.Other:SPECIFY10. Afteryougetoffatyourlaststoponthistrip,howwillyougettoyourfinaldestination?(IF
NECESSARY,onthebustripyoumakemostoften)MULTIPLERESPONSESALLOWED a.Walk b.Bike c.Drivealone d.Drive/ridewithothers e.Vanpool f.Taxi g.Neighborhoodcirculator
h.Uber/Lyftorotherride-hailservice i.Other:SPECIFY
12. Usingascaleof1to5,howwouldyourateyouroverallsatisfactionwithtransitserviceintheValley?1=Verydissatisfied 5=Verysatisfied 6=Don’tknow
12a. PleaseexplaintheONEprimaryreasonforyoursatisfactionratingof___.13. Overthepastyear,wouldyousaythatValleyMetroservicehasimproved,remainedthesame
ordeclined?QNew2018_1.Howlikelywouldyoubetouseeachoneofthefollowingalternativemodesoftransportationtoreachanearbytransitcenterorlightrailstation:1=Notatalllikely,2,3,4,5=Verylikely,Don’tknow
a. Self-drivingshuttle/autonomousvehicleb. Ondemandrideservice(likeUberorLyft)
QNew2018_2.[PhoenixBusridersonly]HaveyouheardofthePhoenixTransportation2050(T2050)plan?
a. Yesb. No
QNew2018_3.[Ifyesabove]Usingascaleof1to5,howwouldyourateT2050'simplementedtransitimprovements?1=Verydissatisfied,2,3,4,5=VerySatisfied,Don’tknow
ValleyMetro2018RiderSatisfactionSurvey Page63
DEMOGRAPHICSD1. Howmanyvehicles(cars,trucksormotorcycles)areavailableinyourhousehold?______D1a.(IFMORETHAN0IND1)Couldyouhaveusedonofthesevehiclesforthistrip? a.Yes b.NoD2. Doyouhaveavaliddriver’slicense? a.Yes b.NoD3. Whatisyourage?Areyou...READLIST a.Undertheageof18 b.18to24 b.25to34 c.35to44 d.45to54 e.55to64 f.65orolder g.DONOTREADRefusedD4. Doyouhaveamobilephonewithyouonthisbus/train? a.Yes b.No c.Don’tknowD4a. IFYESinQD7:Isyourmobilephoneconsideredasmartphonethatallowsaccesstothe
Internet? a.Yes b.No c.Don’tknowD4b. IFYESinQD7:Whattypeofsmartphonedoyouhave?
a. Apple/iPhoneb. Androidc. Windowsd. Blackberry
D5. Areyou…READLIST.MULTIPLERESPONSESALLOWED a.EmployedFull-time(atleast35hoursperweek) b.EmployedPart-time(lessthan35hoursperweek) c.Student d.Retired e.Homemaker f.Notcurrentlyemployedbutseekingwork g.Notcurrentlyemployedandnotseekingwork h.DONOTREAD:OTHER:Specify i.DONOTREAD:Refused
ValleyMetro2018RiderSatisfactionSurvey Page64
D6. Whatisyourraceornationalorigin?a.Hispanic/MexicanAmericanb.Blackc.Asian/PacificIslanderd.AmericanIndiane.Whitef.Otherg.Noanswer
D7. Whatisthecombinedtotalannualincomeofallmembersofyourhousehold?(READ
LIST)a.Under$10,000b.$10,000-$20,000c.$20,001-$30,000d.$30,001-$50,000e.$50,001-$60,000f.$60,000-$75,000g.Morethan$75,000h.DKi.NA/REF
QPar. We are also recruiting riders to test an app for Valley Metro. If you qualify and complete all requirements, you will receive a $140 e-gift card to Amazon or Walmart. May we have your email address to send information about this study and a link to sign up? Yes -- collect email address, No, Thank you!
Thatcompletesthesurvey.Thankyouverymuchfortakingthetimetoprovideusyourinput.
YourfeedbackwillhelpValleyMetrocontinuetoimprovetheservicesitprovidestoallourcustomers.
ASKFORNAME/INITIALSANDPHONENUMBERSOTHATWECANVALIDATETHEINTERVIEWS.