® Los Angeles County

Metro Metropolitan Transportation Authority

One Gateway Plaza 213.922.2000 Tel Los Angeles, CA 90012-2952 metro.net

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ISSUE

BOARD OF DIRECTORS

PHILLIP WASHINGTON CHIEF EXECUTIVE OFFICER __ .J

MARTHA WELBORNE, FAIA \"' .. CHIEF PLANNING OFFICER

OCTOBER 5, 2015

ANALYSIS OF LATEST ON-BOARD CUSTOMER SATISFACTION SURVEY TREND RESULTS OVER THE LAST 13 YEARS

This report presents trend charts from the Spring 2015 Metro On-Board Customer Satisfaction Survey (Customer Satisfaction Survey). For more than a decade, Metro's Research & Development team has been gathering and analyzing data on Metro bus and rail users. We continually strive to increase our data collection and reflect the community of which we are a part.

ANALYSIS

The Customer Satisfaction Survey contains a standard series of questions designed to obtain passenger perceptions of Metro transit performance such as operator courtesy, on-time performance, overall cleanliness, and delivery of Metro information. It also contains demographic information used by several departments as required by federal law and for internal analysis.

Currently the survey is fielded twice each year on bus and rail lines making up over 98% of the average weekday boardings on the Metro system. A total 19,793 completed surveys were returned this spring, of which 4,932 (25%) were in Spanish.

The Results

The top line results of the survey were released in a Board Box on August 4 of this year.

Bus Results

To provide context for these results, Metro staff is providing trend data for the core bus and rail questions asked over the last 13 years.

Satisfaction levels for bus on time performance, safety while waiting for bus, vehicle cleanliness, and rider tenure (percent of customers riding 5 or more years) have all increased significantly over the last 13 years.

Almost all of the rest of the core questions such as overall satisfaction, safety while on bus, bus stop cleanliness, and rider frequency have remained high or slightly increased in that time.

Cell phone ownership continues to increase dramatically from 68% in 2009 to 91 % in 2015.

Rail Results

The rail results are more mixed over the last 13 years, although the satisfaction rate for most questions remains very high.

Satisfaction levels for overall satisfaction, station safety, on time performance, station cleanliness, and rider tenure all have remained high.

Satisfaction levels for train safety and train cleanliness have decreased over the same period.

As with bus riders, train riders increasingly own cell phones, from 55% in 2009 to 94 % in 2015. Car availability has decreased.

NEXT STEPS

Metro Research is committed to continue to monitor the customer experience through our research program which includes the semi-annual Customer Satisfaction Survey.

Analysis of Latest On-Board Customer Satisfaction Survey Trend Results Over Last13 years Page2

Metro's 2015 Onboard Survey Trend Report

>---- --- - © -====================I PREPARED BY METRO RESEARCH

Metro's Onboard Customer Satisfaction Survey

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• Trends involving the Spring survey only

• Around 15-20k completed surveys returned each Spring

• Designed to collect data on changes in Metro satisfaction levels, demographic shifts among riders, quality of metro services, and ways in which people obtain metro information.

• Not all questions are asked every survey.

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