09-0043 Washington Examiner Mystery Riders Program

transcript

MYSTERY RIDER PROGRAMMYSTERY RIDER PROGRAMQUARTER 2, FY '09 RESULTSOFFICE OF MARKETINGOFFICE OF MARKETING

METHODOLOGY

The Mystery Rider Program is an objective tool for measuring the state of Metro services through the eyes of the consumers. Seven Metro service “systems” are evaluated: Rail Routes, Rail Mezzanines, Rail Platforms, Bus Routes, Bus Stops, Sales Clerks and Call Centers.

− Evaluations are presented in three formats, reported on a quarterly basis:• The individual scores comprising each composite measure of a system reflect the mean of

the individual evaluation scores for the system.• The composite scores for each system reflect the mean of the individual scores comprising

that composite.• The overall score for each system reflects the mean of all the composites comprising that • The overall score for each system reflects the mean of all the composites comprising that

system weighted by the average importance for each composite (as measured in the Customer Satisfaction Measurement study). This weight is applied to give greater importance to the factors that are of more importance to Metro riders.

− All data are based on the individual measurements evaluated for that quarter.

“Mystery Riding” is completed on a continual basis throughout the year, with more than 900 individual evaluations completed each quarter.

− Evaluations for at least 95% of the following systems are completed on a quarterly basis: Rail Routes Rail Mezzanines Rail Platforms Bus Stops Sales Clerks and Call StationsRoutes, Rail Mezzanines, Rail Platforms, Bus Stops, Sales Clerks and Call Stations.

− Evaluations for at least 95% of the Bus Routes are completed on an annual basis.

Evaluations are completed discreetly by trained, anonymous inspectors (“Mystery Riders”) using PDAs that hold the data for all the evaluations completed Upon completion of the evaluations the data are proofed and

hold the data for all the evaluations completed. Upon completion of the evaluations, the data are proofed and then computer cross-tabulated. All of the study percentages have been rounded to the nearest whole percentage.

EVALUATIONS

The table below shows the number of individual evaluations completed among the seven Metro service systems for Q2 of FY’09:

# of EvaluationsRail Route 22Rail Mezzanine 124Rail Platform 107Bus Route 349Bus Stop 387S l Cl k 4Sales Clerk 4Call Stations 2

Total 995

EXECUTIVE SUMMARYRAIL ROUTE: On-board Metrorail train

• The Rail Route system performed well on the Safety (100%) and Rail Operations (97%) composites, while not performing as well on the Physical Condition (86%) composite.

• Notably, the following Rail Route individual measurements scored less than 90% this quarter:y, g q− Correct/Understandable announcements (86%)− Dirty exterior (82%)− Overall cleanliness (60%)− Stains/Spills (33%)p ( )

• Overall, the Rail Route system received a grade of 94% this quarter.

RAIL MEZZANINE: In station area, before accessing the platform• The Rail Mezzanine system performed well on the Mezzanine Operations (98%) and Physical • The Rail Mezzanine system performed well on the Mezzanine Operations (98%) and Physical

Condition (97%) composites. The system received slightly lower grades on the Customer Service (85%) and Safety (73%) composites.

• Notably, the following Rail Mezzanine individual measurements scored less than 90% this quarter:− Odor in elevator (89%)− Overall cleanliness (83%)− Station manager’s name badge properly displayed (83%)− Station manager’s ability to communicate in Spanish (33%)− Visible police officers (25%)

• Overall, the Rail Mezzanine system received a grade of 87% this quarter.

EXECUTIVE SUMMARYRAIL PLATFORM: In station area, after the mezzanine - the beginning of the escalator/stairs to the rail car doors.

• The Rail Platform system performed well on the Platform Operations (98%) and Physical Condition (93%) composites; however, it did not perform well on the Safety (71%) composite.

• Notably, the following Rail Platform individual measurements scored less than 90% this quarter:− Odor in elevator (89%)− Overall cleanliness (76%)− Visible police officers (19%)

• Overall, the Rail Platform system received a grade of 87% this quarter.

BUS ROUTE: The actual bus and on-board Metrobus• The Bus Route system performed relatively well on the Physical Condition (94%) and Safety (92%) The Bus Route system performed relatively well on the Physical Condition (94%) and Safety (92%)

composites, while receiving slightly lower grades on the Bus Operations (85%) and Customer Service (85%) composites.

• Notably, the following Bus Route individual measurements scored less than 90% this quarter:− Driver customer service (89%)

I i ffi i/ hi (87%)− Interior graffiti/etchings (87%)− Audible PA system (82%)− Frequency driver pulled vehicle out before passengers seated (82%)− Overall cleanliness (73%)

St d (60%)

− Stops announced (60%)− Available bus schedule (56%)− Driver’s ability to communicate in Spanish (50%)

• Overall, the Bus Route system received a grade of 89% this quarter.

EXECUTIVE SUMMARYBUS STOP: Metrobus stops at Metrorail Stations

• The Bus Stop system performed relatively well on the Physical Condition (91%) and Stop Operations (87%) composites; however, it did not perform as well on the Safety (55%) composite.

• Notably, the following Bus Stop individual measurements scored less than 90% this quarter:y, g p q− Stains/Spills (85%)− Visible bus stop signs (84%)− Route schedule displayed (77%)− Overall cleanliness (76%)( )− Shelter graffiti/etchings (65%)− Visible police officers (12%)

• Overall, the Bus Stop system received a grade of 77% this quarter.

SALES CLERK: Metro Sales Outlets; Metro Center, Pentagon and Anacostia• Sales Clerks performed poorly on the Customer Service (63%).• Notably, the following Sales Clerk individual measurements scored less than 90% this quarter:

− Sales clerk provided correct answer (75%)Sales clerk provided correct answer (75%)− Sales clerk provided good customer service (50%)

• Overall, Sales Clerks received a grade of 63% this quarter.

CALL STATIONS Rid I f ti d C t S i

CALL STATIONS: Rider Information and Customer Service• Call Stations performed very well on the Customer Service (100%) composite.• Notably, none of the Call Stations individual measures evaluated scored less than 100%.• Overall, Call Stations received a grade of 100% this quarter.

METRO SYSTEM REPORT CARD

OperationsPhysical

Condition SafetyCustomer

Service GradeCall Stations N/A N/A N/A 100% 100%Rail Route 97% 86% 100% N/A 94%Bus Route 85% 94% 92% 85% 89%Rail Mezzanine 98% 85% 96% 73% 87%R il Pl tf 98% 93% 71% N/A 87%Rail Platform 98% 93% 71% N/A 87%Bus Stop 87% 91% 55% N/A 77%Sales Clerk N/A N/A N/A 63% 63%

RAIL ROUTERAIL ROUTEQUARTER 2, FY '09 RESULTS

RAIL ROUTE: MEASURES

• Functional/Accurate header sign

Rail OperationsRail Operations

• Functional interior lights

SafetySafety

• Dirty exterior

Physical ConditionPhysical Condition

• System map displayed

• Functional doors

• Correct/Understandable announcements

• Functional interior lights• Dirty exterior

• Dented/Scratched exterior

• Exterior graffiti

• Torn/Ripped/Cracked seats

Odor in rail car• Odor in rail car

• Stains/Spills

• Excrement/Biohazard

• Interior graffiti/etchings

C d d• Crowdedness

• Overall cleanliness

RAIL ROUTE: REPORT CARD

GradeGradeRail Operations 97%Physical Condition 86%Safety 100%

O 94%Rail Route Overall 94%

RAIL ROUTE: OVERALL

94%100%

Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09

Rail Route Grade

Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09Number of Evaluations: n/a n/a n/a n/a 22

RAIL ROUTE: COMPOSITE SCORES

100%100%

86%80%

Rail Operations

Physical ConditionSafety

Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09

RAIL ROUTE: RAIL OPERATIONS

100%100%100%

Header Sign

System Map

Q5, Q11

RAIL ROUTE: RAIL OPERATIONS

86%80%

Announcements

Q21, Q22/Q23

RAIL ROUTE: PHYSICAL CONDITION

100%100%

82%80%

Dirty Exterior

Dented Exterior

Q8, Q9

100%99%100%

Exterior Graffiti

Torn/Cracked Seats

Q10, Q13

100%100%

Stains/Spills

Q14, Q17

Excrement/Biohazard

Interior Graffiti

Q18, Q19

Crowdedness

Overall Cleanliness

RAIL ROUTE: SAFETY

100%100%

Interior Lights

RAIL MEZZANINERAIL MEZZANINEQUARTER 2, FY '09 RESULTS

RAIL MEZZANINE: MEASURES

Mezzanine Mezzanine OperationsOperations

SafetySafety

• Odor in elevator

• System information present at

Customer ServiceCustomer Service

• Functional digital sign

• Functional telephones

• Functional fare machines

Functional SmarTrip vending

• Functional exterior lights

• Visible police officers

• Overflowing trash cans

• Odor in mezzanine

• Stains/Spills

Excrement/Biohazard

• System information present at booth

• Station manager present

• Station manager in uniform

• Station manager’s name badge • Functional SmarTrip vending machines

• Broken/Cracked windows

• Graffiti/Etchings

g gproperly displayed

• Station manager provided correct answer

• Station manager provided good customer servicecustomer service

• Station manager able to communicate in Spanish

RAIL MEZZANINE: REPORT CARD

GradeM i O i 98%Mezzanine Operations 98%Physical Condition 96%Safety 73%Customer Service 85%%

Rail Mezzanine Overall 87%

RAIL MEZZANINE: OVERALL

Mezzanine Grade

RAIL MEZZANINE: COMPOSITE SCORES

98%96%

85%80%

Mezzanine OperationsPhysical Condition

SafetyCustomer Service

RAIL MEZZANINE: MEZZANINE OPERATIONS

100%99%100%

System Map

Digital Sign

Q11, Q12

96%97%100%

Telephones

Fare Machines

Q14, Q15

97%100%

SmarTrip Vending Machine

RAIL MEZZANINE: PHYSICAL CONDITION

100%100%

Elevator Odor

Trash Cans

Q7, Q13

98%94%

Mezzanine Odor

Stains/Spills

Q26, Q29

100%100%100%

Excrement/Biohazard

Broken/Cracked Windows

Q30, Q31

100%100%

Graffiti

83%80%

Overall cleanliness

RAIL MEZZANINE: SAFETY

97%97%100%

Interior Lights

Exterior Lights

Q9, Q10

RAIL MEZZANINE: SAFETY

25%20%

Police Officers

RAIL MEZZANINE: CUSTOMER SERVICE

Info at Booth

Manager Present

Q17, Q18

100%100%

83%80%

Manager in Uniform

Manager Name Badge

Q19, Q20

97%92%

Correct Answer

Manager Customer Service

Q21, Q22

Spanish Communication

RAIL PLATFORMRAIL PLATFORMQUARTER 2, FY '09 RESULTS

RAIL PLATFORM: MEASURES

• Functional exit fare machines

Platform OperationsPlatform Operations

SafetySafety

• Functional exit fare machines

• Functional digital sign

• Functional exterior lights

• Odor on platform

• Stains/Spills

Excrement/Biohazard• Excrement/Biohazard

• Graffiti/Etchings on shelter

RAIL PLATFORM: REPORT CARD

GradeGradePlatform Operations 98%Physical Condition 93%Safety 71%

R il Pl f O ll 87%Rail Platform Overall 87%

RAIL PLATFORM: OVERALL

Rail Platform Grade

RAIL PLATFORM: COMPOSITE SCORES

98%93%

71%80%

Platform Operations

RAIL PLATFORM: PLATFORM OPERATIONS

100%100%100%

Exit Fare Machines

System Map

Q10, Q11

RAIL PLATFORM: PLATFORM OPERATIONS

Digital Sign

Telephones

Q12, Q14

RAIL PLATFORM: PHYSICAL CONDITION

100%100%

Elevator Odor

Trash Cans

Q6, Q13

100%94%

Platform Odor

Stains/Spills

Q17, Q20

Excrement/Biohazard

Shelter Graffiti

Q21, Q23

76%80%

Overall Cleanliness

RAIL PLATFORM: SAFETY

96%97%100%

Interior Lights

Exterior Lights

Q8, Q9

RAIL PLATFORM: SAFETY

19%20%

Police Officers

BUS ROUTEBUS ROUTEQUARTER 2, FY '09 RESULTS

BUS ROUTE: MEASURES

Bus OperationsBus Operations

• Driver talking with passengers

SafetySafety

• Dirty exterior

• Driver customer service

• Functional farebox

• Available bus schedule

Functional requested stop

• Driver talking with passengers while driving

• Functional windshield wipers

• Frequency driver pulled vehicle

• Dirty exterior

• Dented/Scratch exterior

• Exterior graffiti

• Open exterior panels

Broken/Cracked windows

• Driver customer service

• Driver in uniform

• Visible driver name badge

• Driver’s ability to communicate in Spanish• Functional requested stop

signal

• Functional wheelchair lift

• Audible PA system

• Stops announced

q y pout before passengers seated• Broken/Cracked windows

• Torn/Cracked seats

• Odor

• Stains/Spills

E t/Bi h d

• Wheelchair lift deployment when requested

Stops announced • Excrement/Biohazard

• Interior graffiti/etchings

• Crowdedness

BUS ROUTE: REPORT CARD

GradeB O ti 85%Bus Operations 85%Physical Condition 94%Safety 92%Customer Service 85%

Bus Route Overall 89%

BUS ROUTE: OVERALL

Bus Route Grade

BUS ROUTE: COMPOSITE SCORES

94% 92%

85%85%80%

Bus Operations

Physical Condition

Safety

Customer Service

BUS ROUTE: BUS OPERATIONS

99%95%

Header Sign

Q2, Q10

98%100%

Farebox

Available Schedule

Q16, Q17

Requested Stop Signal

Wheelchair Lift

Q34, Q35

82%80%

Audible PA

Stops Announced

Q38, Q39

BUS ROUTE: PHYSICAL CONDITION

96%99%100%

Dirty Exterior

Dented Exterior

Q12, Q13

100%100%100%

Exterior Graffiti

Open Panels

Q14, Q15

100%95%

Broken/Cracked Windows

Torn/Crack Seats

Q24, Q25

94%94%

Stains/Spills

Q26, Q29

Excrement/Biohazard

Interior Graffiti

Q30, Q40

Crowdedness

Overall Cleanliness

BUS ROUTE: SAFETY

100%100%

Driver Talking

Interior Lights

Q32, Q33

BUS ROUTE: SAFETY

96%100%

82%80%

Windshield Wipers

Pullout Before Seated

Q37, Q42B

BUS ROUTE: CUSTOMER SERVICE

100%100%

Driver Customer Service

Driver in Uniform

Q19, Q20

96%100%

Driver Name Badge

Q21, Q22

Deployed Wheelchair Lift

BUS STOPBUS STOPQUARTER 2, FY '09 RESULTS

BUS STOP: MEASURES

• Route schedule displayed

Stop OperationsStop Operations

SafetySafety

• Route schedule displayed

• Visible bus stop signs

• Shelter graffiti/etchings

• Broken/Cracked shelter walls

• Cracked/Splintered benches

Shelter roof leaks/cracks/holes• Shelter roof leaks/cracks/holes

• Odor in bus shelter

• Stains/Spills

O ll l li• Overall cleanliness

BUS STOP: REPORT CARD

GradeStop Operations 87%Physical Condition 91%Safety 55%

B St O ll 77%Bus Stop Overall 77%

BUS STOP: OVERALL

77%80%

Bus Stop Grade

BUS STOP: COMPOSITE SCORES

87%91%

Stop Operations

BUS STOP: STOP OPERATIONS

84%80%

Displayed Schedule

Bus Stop Signs

Q6, Q7

BUS STOP: STOP OPERATIONS

99%100%

Telephones

BUS STOP: PHYSICAL CONDITION

99%100%

Trash Cans

Shelter Graffiti

Q8, Q12

99%98%100%

Shelter Walls

Shelter Benches

Q13, Q14

99%98%100%

Shelter Roof

Shelter Odor

Q15, Q16

100%100%

85%80%

Stains/Spills

Excrement/Biohazard

Q19, Q20

Overall Cleanliness

BUS STOP: SAFETY

97%100%

Interior Lights

Police Officers

Q5, Q10

SALES CLERKSALES CLERKQUARTER 2, FY '09 RESULTS

SALES CLERK: MEASURES

• Sales clerk provided correct

• Sales clerk provided correct answer

• Sales clerk provided good customer service

• Ability of sales clerk to communicate in Spanishcommunicate in Spanish

SALES CLERK: REPORT CARD

GradeCustomer Service 63%

Sales Clerk Overall 63%

SALES CLERK: OVERALL

Sales Clerk Grade

SALES CLERK: COMPOSITE SCORES

Customer Service

SALES CLERK: CUSTOMER SERVICE

75%80%

50%40%

Correct Answer

Sales Clerk Customer Service

Q4, Q5

SALES CLERK: CUSTOMER SERVICE

CALL STATIONSCALL STATIONSQUARTER 2, FY '09 RESULTS

CALL STATIONS: MEASURES

• The representative provided

• The representative provided correct answer

• The representative provided good customer service

• Ability of the representative to communicate in Spanishcommunicate in Spanish

CALL STATIONS: REPORT CARD

GradeCustomer Service 100%

Call Stations Overall 100%

CALL STATIONS: OVERALL

100%100%

Call Stations Grade

CALL STATIONS: COMPOSITE SCORES

100%100%

Customer Service

CALL STATIONS: CUSTOMER SERVICE

100%100%100%

Correct Answer

Representative Customer Service

Q4, Q5

CALL STATIONS: CUSTOMER SERVICE

09-0043 Washington Examiner Mystery Riders Program

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