09-0043 Washington Examiner Mystery Riders Program

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

1

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

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%)

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• 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

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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


• 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 ROUTE: OVERALL

94%100%

80%

40%

60%

20%

40%

0%

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

Rail Route Grade

10

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

97%

100%100%

86%80%

40%

60%

20%

40%

Rail Operations

0%


Physical ConditionSafety

11

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

RAIL ROUTE: RAIL OPERATIONS

100%100%100%

80%

40%

60%

20%

40%

0%


Header Sign

System Map

12


Q5, Q11

RAIL ROUTE: RAIL OPERATIONS

100%

86%

100%

86%80%

40%

60%

20%

40%

0%


Doors

Announcements

13


Q21, Q22/Q23

RAIL ROUTE: PHYSICAL CONDITION

100%100%

82%80%

40%

60%

20%

40%

0%


Dirty Exterior

Dented Exterior

14


Q8, Q9


100%99%100%

80%

40%

60%

20%

40%

0%


Exterior Graffiti

Torn/Cracked Seats

15


Q10, Q13


100%100%

80%

40%

60%

33%

20%

40%

0%


Odor

Stains/Spills

16


Q14, Q17


100%

91%

100%

80%

40%

60%

20%

40%

0%


Excrement/Biohazard

Interior Graffiti

17


Q18, Q19


93%

100%

80%

40%

60%

20%

40%

0%


Crowdedness

18


Q24


100%

80%

60%

40%

60%

20%

40%

0%


Overall Cleanliness

19


Q12

RAIL ROUTE: SAFETY

100%100%

80%

40%

60%

20%

40%

0%


Interior Lights

20


Q20

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

22

RAIL MEZZANINE: REPORT CARD

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

Rail Mezzanine Overall 87%

23

RAIL MEZZANINE: OVERALL

87%

100%

80%

40%

60%

20%

40%

0%


Mezzanine Grade

24


RAIL MEZZANINE: COMPOSITE SCORES

98%96%

85%

100%

73%

85%80%

40%

60%

20%

40%

Mezzanine OperationsPhysical Condition

0%


SafetyCustomer Service

25


RAIL MEZZANINE: MEZZANINE OPERATIONS

100%99%100%

80%

40%

60%

20%

40%

0%


System Map

Digital Sign

26


Q11, Q12


96%97%100%

80%

40%

60%

20%

40%

0%


Telephones

Fare Machines

27


Q14, Q15


97%100%

80%

40%

60%

20%

40%

0%


SmarTrip Vending Machine

28


Q16

RAIL MEZZANINE: PHYSICAL CONDITION

89%

100%100%

80%

40%

60%

20%

40%

0%


Elevator Odor

Trash Cans

29


Q7, Q13


98%94%

100%

80%

40%

60%

20%

40%

0%


Mezzanine Odor

Stains/Spills

30


Q26, Q29


100%100%100%

80%

40%

60%

20%

40%

0%


Excrement/Biohazard

Broken/Cracked Windows

31


Q30, Q31


100%100%

80%

40%

60%

20%

40%

0%


Graffiti

32


Q32


100%

83%80%

40%

60%

20%

40%

0%


Overall cleanliness

33


Q25

RAIL MEZZANINE: SAFETY

97%97%100%

80%

40%

60%

20%

40%

0%


Interior Lights

Exterior Lights

34


Q9, Q10

RAIL MEZZANINE: SAFETY

100%

80%

40%

60%

25%20%

40%

0%


Police Officers

35


Q24

RAIL MEZZANINE: CUSTOMER SERVICE

97%

91%

100%

80%

40%

60%

20%

40%

0%


Info at Booth

Manager Present

36


Q17, Q18


100%100%

83%80%

40%

60%

20%

40%

0%


Manager in Uniform

Manager Name Badge

37


Q19, Q20


97%92%

100%

80%

40%

60%

20%

40%

0%


Correct Answer

Manager Customer Service

38


Q21, Q22


100%

80%

40%

60%

33%

20%

40%

0%


Spanish Communication

39


Q23

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


41

RAIL PLATFORM: REPORT CARD

GradeGradePlatform Operations 98%Physical Condition 93%Safety 71%

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

42

RAIL PLATFORM: OVERALL

87%

100%

80%

40%

60%

20%

40%

0%


Rail Platform Grade

43


RAIL PLATFORM: COMPOSITE SCORES

98%93%

100%

71%80%

40%

60%

20%

40%

Platform Operations

0%



44


RAIL PLATFORM: PLATFORM OPERATIONS

100%100%100%

80%

40%

60%

20%

40%

0%


Exit Fare Machines

System Map

45


Q10, Q11

RAIL PLATFORM: PLATFORM OPERATIONS

100%

90%

100%

80%

40%

60%

20%

40%

0%


Digital Sign

Telephones

46


Q12, Q14

RAIL PLATFORM: PHYSICAL CONDITION

89%

100%100%

80%

40%

60%

20%

40%

0%


Elevator Odor

Trash Cans

47


Q6, Q13


100%94%

100%

80%

40%

60%

20%

40%

0%


Platform Odor

Stains/Spills

48


Q17, Q20


100%

92%

100%

80%

40%

60%

20%

40%

0%


Excrement/Biohazard

Shelter Graffiti

49


Q21, Q23


100%

76%80%

40%

60%

20%

40%

0%


Overall Cleanliness

50


Q16

RAIL PLATFORM: SAFETY

96%97%100%

80%

40%

60%

20%

40%

0%


Interior Lights

Exterior Lights

51


Q8, Q9

RAIL PLATFORM: SAFETY

100%

80%

40%

60%

19%20%

40%

0%


Police Officers

52


Q15

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

p

• Wheelchair lift deployment when requested

Stops announced • Excrement/Biohazard

• Interior graffiti/etchings

• Crowdedness


54

BUS ROUTE: REPORT CARD

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

Bus Route Overall 89%

55

BUS ROUTE: OVERALL

89%

100%

80%

40%

60%

20%

40%

0%


Bus Route Grade

56


BUS ROUTE: COMPOSITE SCORES

85%

94% 92%

85%

100%

85%85%80%

40%

60%

20%

40%

Bus Operations

Physical Condition

0%


Safety

Customer Service

57


BUS ROUTE: BUS OPERATIONS

99%95%

100%

80%

40%

60%

20%

40%

0%


Doors

Header Sign

58


Q2, Q10


98%100%

80%

56%

40%

60%

20%

40%

0%


Farebox

Available Schedule

59


Q16, Q17


100%

92%

100%

80%

40%

60%

20%

40%

0%


Requested Stop Signal

Wheelchair Lift

60


Q34, Q35


100%

82%80%

60%

40%

60%

20%

40%

0%


Audible PA

Stops Announced

61


Q38, Q39

BUS ROUTE: PHYSICAL CONDITION

96%99%100%

80%

40%

60%

20%

40%

0%


Dirty Exterior

Dented Exterior

62


Q12, Q13


100%100%100%

80%

40%

60%

20%

40%

0%


Exterior Graffiti

Open Panels

63


Q14, Q15


100%95%

100%

80%

40%

60%

20%

40%

0%


Broken/Cracked Windows

Torn/Crack Seats

64


Q24, Q25


94%94%

100%

80%

40%

60%

20%

40%

0%


Odor

Stains/Spills

65


Q26, Q29


100%

87%

100%

80%

40%

60%

20%

40%

0%


Excrement/Biohazard

Interior Graffiti

66


Q30, Q40


92%

100%

80%

40%

60%

20%

40%

0%


Crowdedness

67


Q42


100%

73%

80%

40%

60%

20%

40%

0%


Overall Cleanliness

68


Q23

BUS ROUTE: SAFETY

91%

100%100%

80%

40%

60%

20%

40%

0%


Driver Talking

Interior Lights

69


Q32, Q33

BUS ROUTE: SAFETY

96%100%

82%80%

40%

60%

20%

40%

0%


Windshield Wipers

Pullout Before Seated

70


Q37, Q42B

BUS ROUTE: CUSTOMER SERVICE

89%

100%100%

80%

40%

60%

20%

40%

0%


Driver Customer Service

Driver in Uniform

71


Q19, Q20


96%100%

80%

50%

40%

60%

20%

40%

0%


Driver Name Badge


72


Q21, Q22


92%

100%

80%

40%

60%

20%

40%

0%


Deployed Wheelchair Lift

73


Q41

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

75

BUS STOP: REPORT CARD

GradeStop Operations 87%Physical Condition 91%Safety 55%

B St O ll 77%Bus Stop Overall 77%

76

BUS STOP: OVERALL

100%

77%80%

40%

60%

20%

40%

0%


Bus Stop Grade

77


BUS STOP: COMPOSITE SCORES

87%91%

100%

80%

55%

40%

60%

20%

40%

Stop Operations

0%



78


BUS STOP: STOP OPERATIONS

84%

100%

77%

84%80%

40%

60%

20%

40%

0%


Displayed Schedule

Bus Stop Signs

79


Q6, Q7

BUS STOP: STOP OPERATIONS

99%100%

80%

40%

60%

20%

40%

0%


Telephones

80


Q9

BUS STOP: PHYSICAL CONDITION

99%100%

65%

80%

40%

60%

20%

40%

0%


Trash Cans

Shelter Graffiti

81


Q8, Q12


99%98%100%

80%

40%

60%

20%

40%

0%


Shelter Walls

Shelter Benches

82


Q13, Q14


99%98%100%

80%

40%

60%

20%

40%

0%


Shelter Roof

Shelter Odor

83


Q15, Q16


85%

100%100%

85%80%

40%

60%

20%

40%

0%


Stains/Spills

Excrement/Biohazard

84


Q19, Q20


100%

76%

80%

40%

60%

20%

40%

0%


Overall Cleanliness

85


Q4

BUS STOP: SAFETY

97%100%

80%

40%

60%

Interior Lights

Police Officers

20%

40%

12%

0%


86


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

88

SALES CLERK: REPORT CARD

GradeCustomer Service 63%

Sales Clerk Overall 63%

89

SALES CLERK: OVERALL

100%

63%

80%

40%

60%

20%

40%

0%


Sales Clerk Grade

90


SALES CLERK: COMPOSITE SCORES

100%

63%

80%

40%

60%

20%

40%

0%


Customer Service

91


SALES CLERK: CUSTOMER SERVICE

100%

75%80%

50%40%

60%

20%

40%

0%


Correct Answer

Sales Clerk Customer Service

92


Q4, Q5

SALES CLERK: CUSTOMER SERVICE

100%

80%

40%

60%

N/A

20%

40%

0%



93


Q6

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

95

CALL STATIONS: REPORT CARD

GradeCustomer Service 100%

Call Stations Overall 100%

96

CALL STATIONS: OVERALL

100%100%

80%

40%

60%

20%

40%

0%


Call Stations Grade

97


CALL STATIONS: COMPOSITE SCORES

100%100%

80%

40%

60%

20%

40%

0%


Customer Service

98


CALL STATIONS: CUSTOMER SERVICE

100%100%100%

80%

40%

60%

20%

40%

0%


Correct Answer

Representative Customer Service

99


Q4, Q5

CALL STATIONS: CUSTOMER SERVICE

100%

80%

40%

60%

N/A

20%

40%

0%



100


Q6

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09-0043 Washington Examiner Mystery Riders Program

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