1 Washington Metropolitan Area Transit Authority Customer Satisfaction Measurement FY 2006 Q3...

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Washington Metropolitan Area Transit Authority

Customer Satisfaction Measurement

FY 2006 Q3 Comparison

April 28, 2006

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Overview

• Customer Satisfaction Measurement (CSM) is a longitudinal tool for measuring satisfaction with Metro services

• Computer assisted telephone interviewing (CATI) on a continuous basis: 2,400/year = 600/quarter = 200/month

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Overview

• Collects data on:– Customer satisfaction with Metro services– Customer perceived importance with Metro

services

• Consistency and connectivity with WMATA Customer Environment Study

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Customer Satisfaction Measures

Customer Satisfaction MeasuresCustomer Satisfaction MeasuresCustomer Satisfaction MeasuresCustomer Satisfaction Measures

Riding Riding ExperienceExperience

See Documentation of Methods report for details on measuresSee Documentation of Methods report for details on measures

• From Accidents While Riding

• From Crime during Daylight Hours While Riding

• From Crime during Nighttime Hours While Riding

• At Bus Stops/Rail Stations during Daylight Hours

• At Bus Stops/Rail Stations during Nighttime Hours

• In Metro Parking Lots during Daylight Hours

• In Metro Parking Lots during Nighttime Hours

SafetySafety

• Using Metrorail/bus for Shopping Trips

• Using Metrorail/bus for Work Trips

• Using Metrorail/bus for Entertainment Trips

• Making Transfers

• Parking at Rail Stations (METRORAIL survey ONLY0

ConvenienceConvenience

• Cleanliness of Rail Cars/Busses

• Cleanliness of Rail Stations/Bus Stops

• Comfort of the Overall Ride

• Smell of Rail Cars/Busses

• Temperature Inside Rail Cars/Busses

• Availability of Seating When Riding on Train/Bus

• Comfort of Seats on the Train/Bus

• Number of People on the Train/Bus

• Number of Bus Stops That Have Shelters (METROBUS survey Only)

Riding ExperienceRiding Experience

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5




• Trains/Busses Getting to the Destination on Time

• Stops were Announced by Train/Bus Operators

• Metrobus Arriving More Than 5 Minutes Early or Late (METROBUS survey ONLY)

• Having to Wait More Than 15 Minutes for the Next Train (METRORAIL survey ONLY)

• One or More Elevators Were Not Working at a Rail Station

• One or More Escalators Were Not Working at a Rail Station

Vertical Vertical Transportation Transportation

ReliabilityReliability

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• Distance of the nearest Bus Stop from Home (METROBUS survey ONLY)

• Distance of the nearest Bus Stop from Destination (Metrobus survey ONLY)

• Frequency of Buses from Home to closest Metrorail Station

• Number of transfers needed to get to final destination

• Wait Time at Start of Trip

• Availability of Parking at Rail Station (METRORAIL survey ONLY)

AccessAccess


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• Value of Ride Fare

• Satisfaction with Cost of Riding

• Process of purchasing farecards, and passes

• Process of obtaining refunds or replacement farecards or passes

• Cost of parking at Metrorail Stations (METRORAIL survey ONLY)

• Utility of Digital Displays – PIDS

• Understandability of Route/Schedule Information

• Responsiveness of WMATA

• Timeliness of Schedule Information

• Information Availability

FaresFares

• Satisfaction with helpfulness of Bus Operators (METROBUS survey ONLY)

• Satisfaction with the Level of Service of Metro Personnel in Rail Stations (METRORAIL survey ONLY)

• Satisfaction with clarity of Operator Announcements at Stops

Customer ServiceCustomer Service CommunicationsCommunications

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7

OVERALL SATISFACTION

0.6

0.6

1.1

7.3

30.3

28.7

31.5

4.1

2.4

4.1

12.2

22.0

24.0

31.3

0 20 40

Extremely Dissatisfied

2

3

4

5

6

Extremely Satisfied

Percent

Bus

Rail

Base: Rail and 245 Bus Users

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User Profile: Metrobus

• Lower to middle income (48.3% income under $60,000)

• Black/African American (45.0%)

• No College degree (31.4%)

• Employed Full time (61.3%)

• Zero or One household vehicles (47.3%)

• Female (53.6%)

Base: 245 Bus Users

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Metrobus: System Results

76.4977.7875.96

77.74 77.75

0

10

20

30

40

50

60

70

80

90

100

Q3-FY'05 Q4-FY'05 Q1-FY'06 Q2-FY'06 Q3-FY'06

** Weighted measures used

Base: 245 Bus Users

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78.4479.72

76.89

79.0280.16

76.35

74.43 74.5272.67

73.75

50

60

70

80

90

100


Fares

RidingExperience


Base: 245 Bus Users

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79.8176.82

79.9676.3878.71

73.5671.06 70.17 69.87

71.96

50

60

70

80

90

100


Safety

Reliability


Base: 245 Bus Users

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78.43 79.2077.61

78.22

77.68

77.2979.68

77.72 83.0480.49

50

60

70

80

90

100


Customer Service

Ease of Access


Base: 245 Bus Users

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81.10

75.45

79.6379.0381.08

74.79

79.1676.62

78.4377.06

50

60

70

80

90

100


Communication

Convenience


Base: 245 Bus Users

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Metrobus: Performance

Expectation Satisfaction Performance

Reliability 94.2 69.9 74%

Convenience 93.0 76.6 82%

Safety 92.2 76.4 83%

Communications 85.6 79.6 93%

Ease Of Access 92.1 77.3 84%

Customer Service 86.4 79.2 92%

Fares 85.6 78.4 92%

Riding Experience 88.7 74.5 84%

** Un-weighted measures used

Base: 245 Bus Users

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User Profile: Metrorail

• High income (76.4% income over $60,000)

• White (75.1%)

• College degree (79.2%)

• Employed Full time (69.2%)

• Two or more household vehicles (77.4%)

• Female (58.7%)

Base: 356 Rail Users

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74.6575.78

75.9775.4275.31

0

10

20

30

40

50

60

70

80

90

100


Metrorail: System Results



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74.07 74.2975.95

75.03 73.68

66.1564.54

69.72

65.5067.09

50

60

70

80

90

100


Fares

Safety



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80.1177.6279.29

80.9379.53

73.7773.9873.1274.45

75.58

50

60

70

80

90

100


Riding Experience

Customer Service



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79.6176.61

78.25

77.34

77.60 77.46

76.1378.66

78.3677.48

50

60

70

80

90

100


Convenience

Ease of Access



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80.04 80.56 79.7480.9280.13

73.3470.26

73.1374.49 73.66

50

60

70

80

90

100


Communication

Reliability



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Metrorail: Performance


Reliability 93.6 70.3 75%

Convenience 93.2 77.3 83%

Safety 91.6 65.5 72%

Communications 81.4 79.7 98%

Ease of Access 90.4 77.5 86%

Customer Service 81.6 73.8 90%

Fares 80.8 73.7 91%

Riding Experience 86.1 79.5 92%



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Vertical Transportation

53.22

65.86

54.43

67.55 74.47

50.99

52.47

46.7249.14

48.00

40

50

60

70

80

90

100


Elevator Functioning

Escalators Functioning

Base: 356 Rail Users and 54 elevator users

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Vertical Transportation

75.6375.17

78.66

76.29

76.57

79.14

60.71

63.02 64.2460.36

0

20

40

60

80

100


Elevator Satisfaction

Escalators Satisfaction


Base: 356 Rail UsersElevator satisfaction question originates in October, escalator satisfaction originates in November.

In Q3, on those using elevators were asked about satisfaction with functionality (n=54).

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Vertical Transportation: Performance




Elevators 80.0 75.6 95%

Escalators 80.0 60.4 75%

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User Opinions

1.9

1.9

2.8

6.6

20.8

41.5

24.5

2.1

2.1

4.2

6.7

20.5

30.5

33.9

0 20 40 60

Extremely Dissatisfied

2

3

4

5

6

Extremely Satisfied

Percent

Bus/Rail Schedules are easy to understand

Base: 601 Users

54

Satisfaction

Yes No

Mode

Bus 93.9 6.1

Rail 97.5 2.5

Ridership Level

Occasional 95.8 4.2

Regular 96.2 3.8

Frequent 96.0 4.0

Would you recommend WMATA to a friend?

Base: 601 Users

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Ridership Levels

25.71

21.75

52.54

33.06

32.24

34.69

0 20 40 60 80

Frequent

Regular

Occasional

Bus

Rail

Base: 601 Users

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Overall Satisfaction by Jurisdiction

83.36

81.94

79.04

76.92

81.03

75.03

0 20 40 60 80 100

Virginia

Maryland

Washington,DC

Metrobus

Metrorail

Base: 601 Users

1 Washington Metropolitan Area Transit Authority Customer Satisfaction Measurement FY 2006 Q3...

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