MYSTERY RIDER PROGRAMMYSTERY RIDER PROGRAMQUARTER 2, FY '09 RESULTS - SUMMARYOFFICE 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.

1

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

2

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%)

3

• 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%)

4

− 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

5

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%

6

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

• Functional/Accurate header sign

• 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

8

RAIL ROUTE: REPORT CARD

GradeGradeRail Operations 97%Physical Condition 86%Safety 100%

O 94%Rail Route Overall 94%

9

RAIL MEZZANINERAIL MEZZANINEQUARTER 2, FY '09 RESULTS

RAIL MEZZANINE: MEASURES

• System map displayed

Mezzanine Mezzanine OperationsOperations

• Functional interior lights

SafetySafety

• Odor in elevator

Physical ConditionPhysical Condition

• System information present at

Customer ServiceCustomer Service

• System map displayed

• Functional digital sign

• Functional telephones

• Functional fare machines

Functional SmarTrip vending

• Functional interior lights

• Functional exterior lights

• Visible police officers

• Odor in elevator

• 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

• Excrement/Biohazard

• Broken/Cracked windows

• Graffiti/Etchings

• Overall cleanliness

g gproperly displayed

• Station manager provided correct answer

• Station manager provided good customer servicecustomer service

• Station manager able to communicate in Spanish

11

RAIL MEZZANINE: REPORT CARD

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

Rail Mezzanine Overall 87%

12

RAIL PLATFORMRAIL PLATFORMQUARTER 2, FY '09 RESULTS

RAIL PLATFORM: MEASURES

• Functional exit fare machines

Platform OperationsPlatform Operations

• Functional interior lights

SafetySafety

• Odor in elevator

Physical ConditionPhysical Condition

• Functional exit fare machines

• System map displayed

• Functional digital sign

• Functional telephones

• Functional interior lights

• Functional exterior lights

• Visible police officers

• Odor in elevator

• Overflowing trash cans

• Odor on platform

• Stains/Spills

Excrement/Biohazard• Excrement/Biohazard

• Graffiti/Etchings on shelter

• Overall cleanliness

14

RAIL PLATFORM: REPORT CARD

GradeGradePlatform Operations 98%Physical Condition 93%Safety 71%

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

15

BUS ROUTEBUS ROUTEQUARTER 2, FY '09 RESULTS

BUS ROUTE: MEASURES

• Functional doors

Bus OperationsBus Operations

• Driver talking with passengers

SafetySafety

• Dirty exterior

Physical ConditionPhysical Condition

• Driver customer service

Customer ServiceCustomer Service

• Functional doors

• Functional/Accurate header sign

• Functional farebox

• Available bus schedule

Functional requested stop

• Driver talking with passengers while driving

• Functional interior lights

• 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

p

• Wheelchair lift deployment when requested

Stops announced • Excrement/Biohazard

• Interior graffiti/etchings

• Crowdedness

• Overall cleanliness

17

BUS ROUTE: REPORT CARD

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

Bus Route Overall 89%

18

BUS STOPBUS STOPQUARTER 2, FY '09 RESULTS

BUS STOP: MEASURES

• Route schedule displayed

Stop OperationsStop Operations

• Functional interior lights

SafetySafety

• Overflowing trash cans

Physical ConditionPhysical Condition

• Route schedule displayed

• Visible bus stop signs

• Functional telephones

• Functional interior lights

• Visible police officers

• Overflowing trash cans

• 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

• Excrement/Biohazard

O ll l li• Overall cleanliness

20

BUS STOP: REPORT CARD

GradeStop Operations 87%Physical Condition 91%Safety 55%

B St O ll 77%Bus Stop Overall 77%

21

SALES CLERKSALES CLERKQUARTER 2, FY '09 RESULTS

SALES CLERK: MEASURES

• Sales clerk provided correct

Customer ServiceCustomer Service

• Sales clerk provided correct answer

• Sales clerk provided good customer service

• Ability of sales clerk to communicate in Spanishcommunicate in Spanish

23

SALES CLERK: REPORT CARD

GradeCustomer Service 63%

Sales Clerk Overall 63%

24

CALL STATIONSCALL STATIONSQUARTER 2, FY '09 RESULTS

CALL STATIONS: MEASURES

• The representative provided

Customer ServiceCustomer Service

• The representative provided correct answer

• The representative provided good customer service

• Ability of the representative to communicate in Spanishcommunicate in Spanish

26

CALL STATIONS: REPORT CARD

GradeCustomer Service 100%

Call Stations Overall 100%

27