K e o l i s | M B TA C o m m u t e r R a i lC o m m u t e r R a i l R i d e r S a t i s f a c t i o n S u r v e y

S p r i n g 2 0 1 7

Presented By: SocialSphere, Inc.

June 2017

2

Overview and Methodology

Overview and Methodology3

Keolis Commuter Services, a global transit leader and the MBTA’s partner that operates the commuter rail, selected SocialSphere to conduct the bi-annual Rider Satisfaction Survey. SocialSphere was contracted to review and revise the research design and methodology, administer the survey and independently analyze the results.

Between 22 April and 28 April 2017, SocialSphere and Keolis collected the results of 5,780 surveys.

•A methodology was designed to have a statistically valid sample framework. Data has been weighted so that the composition of the sample matches the ridership by line of the Commuter Rail.

•The goal of the survey was to provide insight into helping Keolis Commuter Services build its annual Customer Service Improvement Plan.

•The survey was adapted from previous satisfaction surveys. In the previous survey, respondents were asked to rate both the performance of the Commuter Rail on a variety of factors and the importance of those factors to their overall satisfaction.

•This is the fifth administration of this survey on behalf of Keolis by SocialSphere, the first being in the Spring of 2015.

•This edition of the survey focuses on profiling each line, and tracking changes compared to previous administrations of the survey.

Overall Satisfaction: 2015-2017

4

Spring 2015

Fall 2015

Spring 2016

Fall 2016

Spring 2017

0% 25% 50% 75% 100%

8%

8%

6%

12%

19%

60%

58%

59%

62%

63%

32%

34%

35%

26%

18%

Satisfied (6-7) Neutral (3-5 or Declined) Not Satisfied (1-2)

-1 4.0

+14 4.5

+32 4.9

+26 4.8

+24 4.7

Net Mean

In general, how satisfied are you with the service on the Commuter Rail?

1 to 7 Scale

3

4.5

6

S'15 F'15 S'16 F'16 S'17

4.4 4.65.2 5.0 4.8

Fitchburg

3

4.5

6

S'15 F'15 S'16 F'16 S'17

4.2 4.55.0 4.9 4.7

Worcester/F’ham

3

4.5

6

S'15 F'15 S'16 F'16 S'17

4.14.5

5.04.3

4.9

Needham3

4.5

6

S'15 F'15 S'16 F'16 S'17

4.55.1 5.0 5.0

5.4

Fairmount

3

4.5

6

S'15 F'15 S'16 F'16 S'17

4.34.9 5.2 5.2

4.8

Lowell

3

4.5

6

S'15 F'15 S'16 F'16 S'17

3.94.5

5.2 5.0 4.7

Haverhill 3

4.5

6

S'15 F'15 S'16 F'16 S'17

3.94.4

4.9 4.8 4.5

N’port/R’port

3

4.5

6

S'15 F'15 S'16 F'16 S'17

4.2 4.55.0 4.9 4.8

Greenbush

3

4.5

6

S'15 F'15 S'16 F'16 S'17

4.5 4.55.1 5.2

4.8

Plymouth, M’boro3

4.5

6

S'15 F'15 S'16 F'16 S'17

3.74.3 4.4

4.9 4.6

Franklin3

4.5

6

S'15 F'15 S'16 F'16 S'17

3.74.3 4.6 4.6 4.7

Providence

5

Overall Satisfaction: Onboard Trains

Fall 2015 Spring 2016 Fall 2016 Spring 2017

Overall 4.50 4.93 4.80 4.74

Crew Appearance 5.92 6.02 6.11 6.04

On-Board Temp. 5.20 5.32 5.37 5.25

Clean Seats, etc. 4.74 4.88 5.11 4.88

Seating Avail. 4.52 4.68 4.56 4.56

On-Time Perf. 4.14 4.63 4.46 4.30

Crowding 3.92 4.28 4.07 4.03

Train Frequency N/A 4.59 4.52 4.54

Journey Time N/A 5.06 5.00 5.08

Cleanliness of Toilet Facilities Onboard N/A 4.87 4.13 3.83

Value for Money N/A 4.08 3.99 4.19

In general, how satisfied are you with the following aspects of the Commuter Rail?(1 to 7 Scale where 1 = Not Satisfied and 7 = Satisfied)

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Satisfaction: In Stations

Fall 2016 Spring 2017

Readability of train departures boards/monitors 5.50 5.50

Cleanliness of the station (Boston) 5.05 4.97

Cleanliness of station restrooms 4.76 4.16

Sound quality of standard departure announcements 4.94 4.76

Frequency of announcements during times of disruptions 4.66 4.44

Apperance of the staff in the stations N/A 5.63

Ease of access to the platform 5.40 5.53

Cleanliness of the station (Outside of Boston) 5.43 5.35

In general, how satisfied are you with the following aspects of the Commuter Rail?(1 to 7 Scale where 1 = Not Satisfied and 7 = Satisfied)

7

Overall Satisfaction: Communication

Fall 2016 Spring 2017

Communications (General) 4.49 4.54

Clarity of automated announcements/PA system 4.50 4.45

Quality of standard train announcements 4.61 4.54

Quality of train announcements during disruptions 4.14 4.03

Frequency of train announcements during disruptions 4.09 3.97

In general, how satisfied are you with the following aspects of the Commuter Rail?(1 to 7 Scale where 1 = Not Satisfied and 7 = Satisfied)

8

Changes Since Last Year: Overall

Compared to last year at this time (Spring 2016), would you say the following aspects of Commuter Rail service have gotten better, gotten worse or stayed about the same?

On-time performance

Professionalism of staff on trains

Passenger information in stations

Professionalism of staff in stations

T-Alerts via text (sms) message

Passenger information on trains

T-Alerts via Email

Coach cleanliness

Cleanliness of station

0% 25% 50% 75% 100%

5%

6%

6%

10%

7%

3%

5%

5%

19%

88%

86%

85%

78%

78%

83%

78%

76%

58%

7%

8%

9%

12%

14%

14%

16%

19%

23%

Better Same/N.A. Worse

John Della VolpeFounder & CEOSocialSphere, Inc.

PhoneOffice : +1 (617) 844–1930

Emailjohn@socialsphere.com@dellavolpe

Tory MazzolaDirector, Public Affairs, Keolis

PhoneOffice : +1 (617) 222–8226

EmailTory.Mazzola@KeolisCS.com

Justin ThomasManager, Public Relations, Keolis

EmailJustin.Thompson@KeolisCS.com