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Metro Customer Satisfaction Survey Westside/Central Sector Results (Bus) 2002-2005

Metro Customer Satisfaction Survey Westside/Central Sector Results (Bus) 2002-2005. Semi-annual on-board customer satisfaction survey. A sample of all directly-operated Metro Bus lines surveyed between 5 am – 8 pm on weekdays. About 15,000 surveys returned with a 60% response rate.

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Metro Customer Satisfaction Survey Westside/Central Sector Results (Bus) 2002-2005

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  1. Metro Customer Satisfaction SurveyWestside/Central Sector Results (Bus) 2002-2005

  2. Semi-annual on-board customer satisfaction survey.A sample of all directly-operated Metro Bus lines surveyed between 5 am – 8 pm on weekdays.About 15,000 surveys returned with a 60% response rate. Survey Methodology

  3. Customer satisfaction continues to be high.Perception of on-time performance and cleanliness increasingly positive.Passbys at an all-time low while more people have a seat on their bus.Customers feel safe and think service is convenient. Results for Fall 2005

  4. Satisfaction Remains High

  5. Continued Trend of Better Service

  6. More Than 4 out of 5 Customers Think Metro’s Image is Improving

  7. On-Time Performance Improving

  8. Pass-bys at All-Time Low

  9. Schedules Meet Customer Needs

  10. Customers Overwhelmingly Find Metro Service Convenient to Use

  11. Our Customers Feel Safe at Bus Stops

  12. Customers Continue to Feel Safe on the Bus

  13. Customers Find Bus Stops Cleaner

  14. Perceived Cleanliness and Personal Safety Correlated

  15. Cleanliness of Buses is Improving

  16. Graffiti Perceived as Less of a Problem

  17. Bus Driver Courtesy is Improving

  18. Customers Increasingly Have a Seat on Bus

  19. Fewer Trips Requiring Transfers

  20. 1-800-COMMUTE a Resource for One in Three Customers

  21. Mixed Reaction to 1-800-COMMUTE

  22. Half of Customers Have Internet Access

  23. Percentage of Customers Visiting metro.net Remains Steady

  24. Most Riders Have Not Noticed Timetable Changes

  25. Those Who Noticed, Like Changes

  26. Most Customers Noticed TVs on Buses

  27. Most Riders Prefer Having a TV on the Bus

  28. Metro Primarily Serves Customer Commute

  29. Most Customers Use Metro More than 4 Days per Week

  30. Choice Riders Trend At About 30 Percent

  31. Self-Identified Race of Westside/Central Customers

  32. Metro Orange Line Survey Submitted by: Applied Management and Planning Group 12300 Wilshire Boulevard Suite 430 Los Angeles, California 90025

  33. Results • Boarding and alighting patterns suggest the Orange Line acts as an extension of the Red Line. • Over 50% of all Orange Line riders previously took a Metro Bus before the Orange Line opened, and 18% either drove alone or carpooled. • About 8 in 10 (79%) of the riders who previously drove alone or carpooled used the 101 freeway. • Of the former 101 Freeway drivers, 77% indicated their trip time has been reduced.

  34. Access Mode – All Respondents The majority of riders either walk to a local station or connect via Metro bus. About 13% of respondents drive to the local station, park and ride.

  35. Egress Mode – All Respondents About 50% of respondents indicate that they will either connect to a Metro Bus or Rail line to complete their trip.

  36. Pre-Orange Line Modes of Transportation – All Respondents 18% of respondents indicated that they drove alone or carpooled to make their trip prior to the Orange Line opening.

  37. 101 Freeway Usage – All Respondents Overall, 79% of Orange Line riders who indicated that they drove alone or carpooled prior to the Orange Line opening, used the 101 Freeway to complete their trip.

  38. Availability of Personal Transportation – All Respondents Over a third of all respondents (36%) indicated that they had a car available to complete their trip.

  39. Experience Riding Metro – All Respondents Overall, 31% of Orange Line passengers are either “new riders”(17%) or are riders who have used Metro for less than a year (14%). The majority of Orange Line riders have been Metro customers for five years or more.

  40. Trip Purpose(s) – All Respondents Of those who indicated the purpose of their trip, 41% indicated that they were using the Orange Line as a to/from work commuter line. Thirty-one percent indicated that they use the line to travel from their home to another location (medical, shopping, recreation).

  41. Travel Time – All Respondents Of those who indicated that they took their trip prior to the Orange Line opening, 85% stated that the Orange Line has cut their travel time.

  42. Other Service Features – All Respondents Over 90% of all respondents indicated that they normally have a seat for their trip, like the Metroliner vehicle and the Orange Lines’ pre-paid boarding system. n=1201 n=1116 n=1123

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