BT Customer Satisfaction Survey

7/29/2019 BT Customer Satisfaction Survey

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2010

MTACUSTOMER

SATISFACTION

SURVEYRESULTSFOR Bridges

and

Tunnels


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SURVEYSFORFIVEMTASERVICES

Subway

LocalBus(NYCTandMTABus) LongIslandRailRoad MetroNorth BridgesandTunnels


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CONTEXT

2010customersatisfactionbaseline

Surveysusethesamebalancedratingscale

Usedcommonphrasingformostattributes

Changesmakehistoricalcomparisonsunreliable Surveytimelinescoincidedwithimplementationofservicereductions mayhaveaffectedsomeratings

Very Dissatisfied Dissatisfied Satisfied Very Satisfied 1 2 3 4 5 6 7 8 9 10


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MTAWIDESURVEYHIGHLIGHTS

Customersvaluerealtimearrivalandserviceinformation 95%satisfiedwithsubwaycountdownclocks,amongthosewhohaveviewedthem

Solidmajorityofsubscriberssatisfiedwithemailservicealerts

Ontimeperformancehighlycorrelatedwithcustomersatisfaction

Forexample,LIRRcustomersrateoverallsatisfaction89%and

OTP

86%

Frontlineemployeeperformanceratedwellbycustomers


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MTAWIDESURVEYHIGHLIGHTS

Safety&Securityratedwellbycustomers

Forsubway,representsamajorturnaroundfrom1980s

whensecurity

was

major

ridership

barrier

Over90%satisfiedwithEZPassperformance,

billing,

and

sign

up

procedures Satisfactionwithofvalueforthemoneyrangefrom74%satisfiedonMetroNorthto54%forBridges&

Tunnels.

OnLIRR,

67%

are

satisfied,

64%

on

Subwaysand62%onlocalbus.

Temperaturesontrainsandbusesratedwell


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0%

20%

40%

60%

80%

100%

B&T Total

Satisfaction

E-ZPass

per formance

Lighting Overall

appearance

and

cleanliness

Safety and

security at

this facility

Personnel

per formance

Road

conditions

Usefulness of

road signs

Ease of

cross ing this

facility

Satisfied Very Satisfied

OVERALLCUSTOMERSATISFACTION

81%ofcustomersaresatisfiedwithB&Toverall

Highcustomersatisfactionratingsonbasicdimensions

94% 92% 91%93%

81% 80% 79% 77%

86%


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OverallcustomersatisfactionOVERALLCUSTOMERSATISFACTION

Mostfacilitiesreceivehighsatisfactionratings

LowerscoresforBronxWhitestoneandThrogsNeckbridgeslikely

duetoongoingconstructionatthesefacilities

0%

20%

40%

60%

80%

100%

Marine

Parkway

Cross Bay Brooklyn-

Battery

Queens

Midtown

Henry

Hudson

RFK -

Manhattan

Plaza

RFK - Bronx

Plaza

Verrazano-

Narrows

Bronx-

Whitestone

Throgs

Neck


95%91% 90% 89% 89%

86%85%

81%

71%65%


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88

EASEOFCROSSINGB&TFACILITIES

Three

quarters

of

customers

satisfied

with

ease

of

crossing

and

tollboothoperations

Fewersatisfiedwithschedulingofconstructiontominimizedelays,predictabilityoftraveltimeduringrushhours,andtraffic

duringrush

hours

0%

20%

40%

60%

80%

100%

Speed and operation

of tollbooth

Predictability o f

travel time on this

facility during non -

rush hours

Number of tollbooths

in operation

Ar rangem en t o f

tollbooth types (E-

ZPass , Cash)

Scheduling o f

construction to

minimize delays

Predictability of

travel time on this

facility during rus h

hours

Traffic on the f acility

dur ing rush hours


78% 78% 77% 76%

60% 60%53%


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9

0%

20%

40%

60%

80%

100%

CrossBa

y

Marin

ePar

kway

Henr

yHudso

n

Broo

klyn-

Battery

Quee

nsMidtown

RFK-

Bron

xPlaza

RFK

-Man

hatta

nPlaza

Verra

zano

-Narrow

s

Bron

x-Whit

estone

Throg

sNeck

Satisfied Very Satisf ied

EASEOFCROSSINGB&TFACILITIES

Thelowestratedfacilitieswereundergoingroadwayconstruction

atthetimeofthesurvey

95% 91% 90% 85% 82% 82% 81%74%

67% 65%


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1010

SAFETY&SECURITY

The

survey

recorded

ahigh

percentage

of

customers

satisfied

withsafetyandpersonalsecuritywhileusingB&Tfacilities

71%

80%

81%

81%

81%

85%

86%

86%

92%

93%

93%

50% 70% 90%

Condition of r oad sur face

Overall road condit ions

Signs and roadw ay mark ers to improve tr affic safety

Width o f lanes leading to and through toll plaza

Road-handling w hen sur face is w et

Safety from traffic accidents w hile driving

Availabil ity of emer gency road ser vice

Enfor cement of speed and traffic rules

Level of lighting at actual cross ing

Level of light ing approaching/at to ll plaza

Pers onal security w hile driving


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INFORMATIONANDCOMMUNICATIONS

0%

20%

40%

60%

80%

100%

Signs at the

tollbooths

indicating the

type of toll lane

(E-ZPass, Cash)

Signs and

roadway

markings to

improv e traffic

safety

Overall

usefulness of

road signs

Signs prov iding

current roadway

or construction

information

Electronic signs

displaying

current traffic

congestion or

construction

information

Overall

availability of

information you

need about this

facility

Email alerts

about M TA

Bridges and

Tunnels

Sat is fied Very Sat is fied

Abouteightintenaresatisfiedwithroadwaysignage

Realtimeinformationandoverallavailabilityofinformation

requireimprovement

86% 81% 79% 74%69% 67% 63%


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94%

95%

95%

94%

93%

93%

90%

84%

81%

78%

84%

76%

94%

75%

65%

0% 20% 40% 60% 80% 100%

Overall E-ZPass Performance

Reliability of tag

Statement accu racy

Billing method

Frequency of statement

Usefulness of s tatement information

Internet access to E-ZPass account

Reduction of waiting time at plaza

Numb er of E-ZPass lanes

Ease of getting into an E-ZPass lane

Response of customer service to inqu iries

Time on h old w ith customer service

Sign-up procedures and documentation

Locations of walk-in centers

Discounts o ffered to E-ZPass users

Billing

and

Account

Ease of

Crossing

Customer

Service &

Other

EZPASS

Overall

EZPass

receives

high

satisfaction

ratings


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CUSTOMERPRIORITIES

CustomerPriorities

Easeofcrossing

Road

conditions

Roadsigns

TravelerInformation

ServiceInitiatives

That

Address

Customer

Priorities

Continuepolicyofschedulingmajorconstructionduringoffpeakhours,

wheneverpossible

AdditionalVariableMessageSignswillprovidetraveltimeinformationImprovingcustomersaccesstoinformationbypromotingtheuseofemail

alerts,MTAWebsiteservicestatusinformation, anduseof511fortelephone

information.Detailedbriefingsofmajorconstructionprojectsavailableon

website.


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APPENDIX

Methodology

Questionnaire Full set of service attribute ratings


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A total of 3,925 customers completed the 2010 Bridges and Tunnels CustomerSatisfaction Survey. Respondents had the option of completing the distributed papersurvey by hand and mailing it back free of charge, or completing the survey online.

2,658 customers returned their survey by mail and 1,267 customers completed thesurvey online. Separate sampling plans were developed for Cash and E-ZPass customers based on

expected response rate, weekly traffic volume, and weekday versus weekend use. InJ une 2010, nearly 55,000 surveys were distributed to MTA B&T customers.

Surveys were mailed to a random selection of E-ZPass customers based on usage of

MTA B&T crossings on J une 12th, 13th, or 15th. A total of 2,761 E-ZPass customersreturned a survey. Surveys were distributed to Cash customers at toll plazas for one full weekday

between 6 AM and 8 PM and for half a day on both a Saturday and a Sunday fromJ une 12th 20th. Marine Parkway and Cross Bay Bridges were oversampled inorder to obtain at least 100 completed surveys. Additionally, customers that

completed previous surveys for MTA B&T were invited to participate. A total of 1,104surveys were returned by cash customers. Data were weighted to reflect the proportion of weekly Cash and E-ZPass traffic

volumes at each facility. Weighting survey data helps ensure representativeness ofresults. The survey was conducted by Resource Systems Group, Inc., one of theMTAs retained full service market research firms.

METHODOLOGY


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QUESTIONNAIRE


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SERVICEATTRIBUTERATINGS

BRIDGES AND TUNNELS 2010 CUSTOMER SATISFACTION SURVEY Very Satisfied SatisfiedTotal

Satisfied

Intercept/mail/Internet survey: 3,865 customers across all B&T facilities % % %

Overall satisfaction 23 58 81

Cleanliness of lanes in toll plaza and on crossing 38 54 92Absence of graffiti 55 41 96

Overall appearance and cleanliness 40 52 92

Level of lighting approaching and at toll plaza 36 57 93

Level of lighting on actual crossing 35 57 92

Overall lighting 35 58 93

Availability of emergency road service 18 68 86

Signs and roadway markings to improve traffic safety 23 58 81

Width of lanes leading to and through the toll plaza 26 55 81

Enforcement of speed and traffic rules 27 59 86

Uniformed security presence at this facility 37 53 90

Safety from traffic accidents while driving on this facility 26 59 85

Personal security while driving on this facility 36 57 93

Overall level of safety and security at this facility 33 58 91

Ability to choose proper lane when approaching toll plaza 25 49 74

Signs at the tollbooths indicating the type of toll lane (E-ZPass, Cash) 37 49 86

Signs providing current roadway or construction information 22 52 74

Electronic signs displaying current traffic congestion or construction information 19 50 69


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(Continued)BRIDGES AND TUNNELS 2010 CUSTOMER SATISFACTION SURVEY Very Satisfied Satisfied

TotalSatisfied

Intercept/mail/Internet survey: 3,865 customers across all B&T facilities % % %

Overall usefulness of road signs 23 56 79

Condition of the road surface 18 53 71

Road-handling when surface is wet 19 62 81

Removal of snow in the winter 25 64 89

Overall road conditions 22 58 80

Courtesy and helpfulness of employees 22 61 83

Time it takes for one toll collector to replace another 15 48 63

Speed in completing the toll transaction 31 51 82

Overall personnel performance 25 61 86

Arrangement of tollbooth types (E-ZPass, Cash) 26 50 76

Number of tollbooths in operation 26 51 77

Speed and operation of tollbooth 26 52 78

Traffic on the facility during rush hours 12 41 53

Scheduling of construction to minimize delays 14 46 60

Predictability of travel time on this facility during rush hours 13 47 60

Predictability of travel time on this facility during non-rush hours 24 54 78

Overall ease of crossing this facility 22 55 77


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(Continued)BRIDGES AND TUNNELS 2010 CUSTOMER SATISFACTION SURVEY VerySatisfied Satisfied Total SatisfiedE-ZPass % % %

Availability of discount pricing options 14 43 57

Variety of payment methods available 24 57 81Overall value for the money 13 41 54

Email alerts about MTA Bridges and Tunnels 7 56 63

Overall availability of information 10 57 67

Sign-up procedures and documentation 42 52 94

Billing method 49 45 94

E-ZPass statement accuracy 50 45 95

Frequency of statement 46 47 93

Usefulness of statement information 44 49 93

Response of customer service center to inquiries 35 49 84

Length of time on hold when calling customer service 25 51 76

Number of E-ZPass lanes 31 50 81

Ease of getting into an E-ZPass lane 29 49 78

Reduction of waiting time at toll plaza 40 44 84

Reliability of E-ZPass tag 55 40 95

Discounts offered to E-ZPass users 27 38 65

Access to your E-ZPass account online 43 47 90Locations of walk-in centers 26 49 75

Overall E-ZPass performance 47 47 94

BT Customer Satisfaction Survey

Documents

Transcript of BT Customer Satisfaction Survey