Final Report Prepared for: Prepared byweb.mta.info/nyct/paratran/pdf/RPT292 Access-A-Ride Report...

WBA Research

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0

2017 Paratransit Customer Satisfaction Study

Access-A-Ride

Final Report

Prepared for:

Prepared by:

Date: February 2018

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Table of Contents

Page #

Headlines ............................................................................................................................................................................. 3

Background & Objectives .................................................................................................................................................... 6

Methodology ........................................................................................................................................................................ 7

Key Findings ........................................................................................................................................................................ 9

Supporting Tables.............................................................................................................................................................. 15

Summary Tables................................................................................................................................................................ 25

Overall Satisfaction with Access-A-Ride ...................................................................................................................... 26

Aspects in Need of Improvement ................................................................................................................................. 28

Perceptions of Access-A-Ride as a Good Value .......................................................................................................... 29

Overall Satisfaction with Last Access-A-Ride Trip ........................................................................................................ 30

Satisfaction with Specific Aspects of Access-A-Ride .................................................................................................... 32

Frequency of On-Time Pickup ...................................................................................................................................... 36

Perceptions of Changes in Overall Service .................................................................................................................. 39

Perceptions of Changes in Access-A-Ride Reservation Service .................................................................................. 41

Reasons for Changes in Access-A-Ride Reservation Service ..................................................................................... 42

Overview of Performance of Key Elements of Last Trip ............................................................................................... 43

Ever Called to Ask a Question or Report a Problem .................................................................................................... 44

Level of Satisfaction with Results of Last Call .............................................................................................................. 45

Expected Future Use of Access-A-Ride ....................................................................................................................... 46

Interest in Access-A-Ride MetroCard Trips .................................................................................................................. 47

Approval/Usage of Specific Vehicles ............................................................................................................................ 48

Concerns with Accessible Taxi Providing Access-A-Ride Trip ..................................................................................... 49

Recertification and Assessment Centers ...................................................................................................................... 50

Access to Mobile Phone When Using Access-A-Ride .................................................................................................. 51

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Table of Contents (continued)

Page #

Accessibility to Other Transportation During Weather Emergency ............................................................................... 52

Calling Access-A-Ride and Selecting Option 8 ............................................................................................................ 53

Calling Access-A-Ride and Selecting Option 7 ............................................................................................................ 54

Rider Profile ....................................................................................................................................................................... 55

Appendix

History Tables

Methodology Charts

Questionnaire

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Headlines

• In 2017, overall satisfaction with Access-A-Ride increased from 2016, with roughly three in four frequent and occasional customers (74%) saying they are very or somewhat satisfied with the service overall (up from 65% in 2016).

This follows a decreasing trend in overall satisfaction, since matching an all time high of 80% in 2012.

Ratings in 2017 increased from 2016 findings among residents of three of the five boroughs – Bronx (73%, up from 62%), Queens (76%, up from 67%), and Brooklyn (75%, up from 63%). – page 59

• In 2017, the number of Access-A-Ride trips completed was 6,170,876, a decrease of 4% from the prior year. – page 16

• More than three in ten frequent and occasional customers mentioned that the overall Access-A-Ride service has improved in the past year (36%, up from 29% in 2016), while about four in ten mentioned that the service stayed about the same (39%, consistent with 2016).

• The proportion who say Access-A-Ride service has gotten worse is now at 19%, down from 29% in 2016. – page 19

• Nine in ten frequent and occasional customers (91%) said Access-A-Ride is a good value for the money, up from 89% in 2016, discontinuing the downward trend that began in 2013. – page 62

• A key strength for Access-A-Ride is the reservation service, with attributes relating to the reservations process receiving highratings overall.

Frequent users were asked to rate several aspects of the reservation process in general, and many of these attributes continue to see high ratings similar to past results. Specifically:

➢ The courtesy of the reservations staff (92%);

➢ How long it takes for them to confirm the reservation (92%);

➢ Being able to get through to make a reservation (91%);

➢ The competence of the reservations staff (90%);

➢ The ability to get a ride for the day or time requested (87%, up from 83% in 2016); and

➢ How far in advance they need to call to make a reservation (84%). – page 20

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Headlines (continued)

• On-time performance drives overall satisfaction, an area where Access-A-Ride has shown improvement.

Frequent users were asked to rate several aspects regarding pick ups and trip experience. Several of these attributes saw significant increases from 2016. Specifically:

➢ Being picked up no later than 30 minutes after the scheduled pick-up time (69%, up from 60%);

➢ The drivers driving carefully and safely (92%, up from 88%);

➢ The drivers knowing how to get where they are going (83%, up from 78%); and

➢ Length of trips (75%, up from 66%). – page 20

• When asked to provide which area of service is most in need of improvement, more than one in four (27%) suggested on-time performance, more than any other aspect of service. – page 26

• Among frequent and occasional users, one-half (50%) noted that Access-A-Ride usually picks them up on time. This is the first time since 2013 that at least one-half of users have reported usually being picked up on time.

In contrast, four in ten frequent and occasional customers (39%) said that Access-A-Ride sometimes picks them up on time, down from 44% in 2016.

• Satisfied customers are more likely to give positive ratings for how often they are picked up on time. Specifically, about six in ten frequent and occasional customers who are satisfied (59%, up from 48% in 2016) said that Access-A-Ride usually picks them up on time, compared to one in four dissatisfied frequent and occasional customers (25%).

Furthermore, less than one in twenty satisfied frequent and occasional customers (4%) said Access-A-Ride rarely or never picks them up within the standard for on time pick-up, compared to nearly two in ten dissatisfied frequent and occasional users (17%). – page 34

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Results of New Questions

New questions added in 2017 focused on mobile phone availability and customers’ experiences when calling Access-A-Ride to give a

commendation or make a complaint.

• More than nine in ten Access-A-Ride customers (91%) own a cell phone, with nearly half of those (49%) using a smart phone.

Nearly all customers who have a mobile phone (99%) carry it with them when traveling with Access-A-Ride. – page 49

• Of customers who call Access-A-Ride to give a commendation or make a complaint, seven in ten (70%) do so to make a

complaint, while one in four (25%) call to give a commendation.

About four in ten customers who call to make a complaint (41%) do not receive a phone call or written follow-up response.

Those who are dissatisfied with the experience of calling Access-A-Ride to give a commendation or make a complaint

most often noted their dissatisfaction is due to not receiving feedback or a response (27%), the problem not being resolved

(14%), rude representatives (13%), and/or the commendation or complaint is not reviewed (11%). – page 51

• About four in ten (39%) said they would be interested in receiving a MetroCard by calling Access-A-Ride and selecting option “1”

to request one. – page 45

Headlines (continued)

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Background & Objectives

In 1990, the Federal Americans with Disabilities Act (ADA) established standards for public services and buildings to include

transportation systems such as Metropolitan Transportation Authority (MTA)’s New York City Transit (NYC Transit). Therefore, NYC

Transit developed Access-A-Ride (AAR) Paratransit services to provide service to ADA eligible citizens in the five boroughs, and up to

three-quarter miles in adjacent Nassau and Westchester counties, who are unable to ride the bus or subway system provided. AAR

provides shared ride, door-to-door service with limited assistance getting on and off the vehicle. The fare for this ride is the same fare

that would be incurred for a standard public transportation ride. If more assistance is required, the individual may ride with a personal

care attendant who rides free of charge.

Since 1996, New York City Transit has engaged a research consultant to conduct quantitative research to obtain customer ratings of

the service and determine ways in which AAR could be improved. These yearly surveys allow the Paratransit program to track

customer opinions and identify problem areas. This study was last conducted in 2016.

What follows are the results from the 2017 wave of this research.

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Methodology

In order to meet the research objectives, telephone interviews were conducted among registered riders of Access-A-Ride. Interviews

were conducted between October 23, 2017 and December 3, 2017 by professional WBA interviewers from WBA’s telephone facilities

located in Crofton, Maryland and by WBA’s MBE/WBE partners, Medina Marketing Services and Survey Service, Inc.

In order to qualify for the study, respondents had to currently live in one of the five boroughs of New York City. If respondents were

unable to participate in the survey due to a physical or other condition, their personal caregiver or care attendant (when available) was

interviewed.

Interviews were conducted among three types of user segments: Frequent Users, Occasional Users and Infrequent Users. These

groups are defined by the frequency of AAR ride requests made between July and September 2017. – page 70

Among those contacted, nine in ten (89%) qualified for the study. Interviews averaged about 25 minutes in length.

Using sampling techniques, we can estimate the responses of an entire population without having to interview everyone in the target

group. There are mathematical means to measure how close our random-sample estimate comes to the 'true' value of the population.

For the 2,303 interviews conducted for the Customer Satisfaction survey, we can expect the values from our sample to be within 2

percentage points of the true population value, 95 percent of the time. That means, if we get a value of 50 percent from our sample, we

can be 95 percent sure that the population value is somewhere between 48 and 52 percent. This measure of the difference of the

sample value from the true value, called the 'margin of error‘, will vary with the size of the sample and the results received. A chart

detailing the margin of error is in the appendix, on page 69.

July – September 2017

AAR User Segment # of Interviews Frequency of Ride Requests % of Registrants % of Requests

Frequent Users 1378 25+ requests July-September 5% 76%

Occasional Users 625 7-24 requests July-September 12% 18%

Infrequent Users 300 1-6 requests July-September 24% 6%

Total 2303

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Methodology (continued)

When reading the charts in this report, note that some charts may not equal 100% due to rounding. Within the charts and graphs of the

supporting tables comparing each year’s data, arrows and boldface numbers are used to show where statistical differences exist at the

95% confidence level. Up arrows (h) indicate when there was a statistical increase in 2017 versus 2016, while down arrows (i) show a

statistical decrease. When comparing boroughs and years, bold/italicized numbers indicate where a piece of data is statistically higher

for one borough compared to another, with a footnote at the bottom of the chart detailing the statistical difference.

It is important to note that there was not a customer satisfaction survey conducted in 2002, 2009, or 2010.

The following are demographic characteristics of the 2017 AAR Customer Satisfaction respondents, which are consistent with previous

years:

• Average age is 66 years old;

• 88% are not employed; and

• 80% use a support device when they travel. – pages 55-56

Charts are also included in the Appendix showing the user segments surveyed by borough and the weights that were applied to this

year’s data.

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Key Findings

Overall Satisfaction

After three consecutive years of decline, overall satisfaction with Access-A-Ride is again increasing, with 74% of customers being

very or somewhat satisfied with the service in 2017 (up from 65% in 2016 and 67% in 2015).

• This increase in satisfaction can also be seen among residents in three of the five boroughs – Bronx (74%, up from 63%),

Manhattan (69%, from 67%), Queens (75%, up from 67%), Brooklyn (74%, up from 63%), and Staten Island (70%, from 72%). –

page 19

Nine in ten customers (91%) noted that Access-A-Ride is a good value for the money. This is consistent with 2016 findings and

represents a very high proportion of customers recognizing the value of the program. – page 18

Perception of Past Year Service

Overall in 2017, more than three in ten frequent and occasional users (36%) indicated that service has improved over the past year,

an increase from 29% in 2016.

• 2017 saw notable increases among residents of the Bronx (36%, up from 25%), Manhattan (35%, up from 26%) and Brooklyn

(37%, up from 29%) when compared to 2016 figures.

The proportion of customers indicating that service has gotten worse in the past year has decreased from 2016 findings, with about

two in ten frequent and occasional users (19%, down from 29%) responding as such.

• Similar to the shift in “improved” ratings, the proportion of participants saying service has gotten worse saw a notable decrease

in 2017 compared to 2016 among residents of the Bronx (18%, down from 34%), Manhattan (18%, down from 30%), Queens

(18%, down from 27%), and Brooklyn (20%, down from 29%). – page 61

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Key Findings (continued)

Service Attributes

Among frequent users, satisfaction with many reservation service attributes continue to perform well in 2017, with roughly nine in ten

being satisfied with all of the following:

• The courtesy of the reservations staff (92%);

• How long it takes for them to confirm the reservation (92%);

• Being able to get through to make a reservation (91%);

• The competence of the reservations staff (90%); and

• The ability to get a ride for the day or time you request it (87%, up from 83 in 2016%).

Being picked up no later than 30 minutes after the scheduled pick-up time continues to be an area in need of improvement, though

satisfaction is up from 2016. Among frequent users, nearly seven in ten (69%, up from 60%) are satisfied on this measure.

For service attributes related to the trip experience, frequent riders continued to provide high satisfaction ratings for attributes related

to the driver, with more than eight in ten being very or somewhat satisfied with each of the following in 2017:

• The drivers driving carefully and safely (92%, up from 88% in 2016);

• The courtesy of the drivers (89%);

• The drivers knowing how to get where they are going (83%, up from 78% in 2016).

The length of the trips continues to receive the lowest ratings of all service attributes related to trip experience; however, three in four

(75%) are now satisfied with the length of their trips, in general, ending the downward trend from 2014. – page 20

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Access-A-Ride MetroCard

As the implementation and integration of the Access-A-Ride MetroCard program continues, questions related to the program that were added in the 2013 fielding of this study continued to be asked.

• Overall, more than six in ten Access-A-Ride customers (61%) are aware of the Access-A-Ride MetroCard Program, up from 52% in 2016.

Of those who are aware of the program, more than six in ten (65%) have received their Access-A-Ride MetroCard, down from 74% in 2016.

• Among those who have not received their Access-A-Ride MetroCard, almost four in ten (39%) said they would be interested in receiving a MetroCard by calling Access-A-Ride and selecting option “1” to request one. – page 45

On-Time Performance

A key area in need of improvement is on-time performance. In fact, customers most often mentioned on-time performance as the one

aspect of Access-A-Ride that is most in need of improvement (27%). – page 26

Similarly, one-half of frequent and occasional users (50%) said that Access-A-Ride usually picks them up within the standard for on-

time pickup, up from 39% in 2016.

• Similarly, two in five frequent and occasional customers (39%) noted that Access-A-Ride sometimes picks them up within the

standard for on-time pick up, down from 44% in 2016. About one in twelve customers (8%) said that Access-A-Ride picks rarely

or never picks them up on time, down from 15% in 2016.

• On-time pickup appears to be strongly associated with overall satisfaction, as only one in four dissatisfied frequent and

occasional users (25%) said that they are usually picked up within the standard for on-time pickup, while about six in ten

satisfied frequent and occasional users (59%) say they are usually picked up on-time, up from 48% in 2016. Furthermore, two in

ten dissatisfied users (17%) noted that Access-A-Ride rarely or never picks them up on time, while less than one in twenty (4%)

satisfied customers said the same. – page 34

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Option 7 and Option 8 When Calling Access-A-Ride

• Regarding Option 8, which gives customers the ability to give a commendation or make a complaint, nearly one-half of

customers (47%) have used this feature when calling Access-A-Ride.

Among these customers, about two in three (67%) are very or somewhat satisfied with the process. However, 70% of

those who have called, did so to make a complaint. – page 51

• Regarding Option 7, which gives customers the ability to check the status of a trip or cancel a trip, almost one-half of

customers (48%) have used this feature when calling Access-A-Ride. Among those who have used Option 7:

➢ 82% are satisfied with the feature when getting the status of a trip;

➢ 77% are satisfied with the feature when cancelling trips; and

➢ 74% are satisfied when reviewing upcoming trips.

Customers who have used Option 7 were asked what comments or concerns, if any, they have regarding the feature.

Many customers had positive comments, most commonly that they are very satisfied, like it, and have had no problems

(16%).

➢ However, a very small minority of customers had negative comments, including that they don’t like talking to a

machine or prefer a live person (5%), and/or that it sometimes doesn’t record the ID or birthdate correctly (5%). –

page 52

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Supporting Tables

When reading the charts in this section, note that some totals may not equal 100% due to rounding.

Within the charts and graphs of the supporting tables comparing each year’s data, boldface numbers

and arrows denote statistical differences at the 95% confidence level. Up arrows (h) indicate a

statistical increase in 2017 versus 2016, while down arrows (i) show a statistical decrease. Some

tables compare both results across boroughs in 2017 as well as data across years. For those tables

with both borough and annual comparisons, bold/italicized numbers indicate where a piece of data is

statistically higher for one borough compared to another, with a footnote at the bottom of the chart

detailing the statistical difference.

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Supporting Tables

Q4. Now please tell me how satisfied you are with Access-A-Ride, overall. Would you say you are…?

Overall Satisfaction with Access-A-Ride

Among Frequent/Occasional Users

2015-2017

Year

2015 2016 2017

n = (2003) (2001) (2003)

% % %

Total: Satisfied 66 65 74h

Very satisfied 25 22 29h

Somewhat satisfied 42 43 45

Total: Dissatisfied 30 32 23i

Somewhat dissatisfied 21 20 17i

Very dissatisfied 9 12 7i


Among Infrequent Users

2015-2017

Year

2015 2016 2017

n = (300) (300) (300)

% % %

Total: Satisfied 75 67 71

Very satisfied 35 31 33


Total: Dissatisfied 22 29 27

Somewhat dissatisfied 14 21 18

Very dissatisfied 9 8 9

This question asked of: Infrequent Users

Q4


Among All Users

2015-2017

Year

2015 2016 2017

n = (2303) (2301) (2303)

% % %

Total: Satisfied 67 65 74h

Very satisfied 26 23 30h


Total: Dissatisfied 29 32 24i

Somewhat dissatisfied 20 21 17i

Very dissatisfied 9 12 7i

This question asked of: Total Sample

Q4

This question asked of: Frequent/Occasional Users

Q4

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Supporting Tables (continued)



• Bronx Very dissatisfied is significantly higher than Queens Very dissatisfied.

Q4

Overall Satisfaction with Access-A-Ride Service

By Borough of Residence


2017Borough

Bronx Manhattan Queens Brooklyn

Staten

Island

n= (425) (434) (428) (416) (300)

% % % % %

Total: Satisfied 73 71 76 75 72

Very satisfied 30 25 29 30 30

Somewhat satisfied 43 46 47 45 41

Total: Dissatisfied 26 26 21 22 26

Somewhat dissatisfied 16 20 15 16 19

Very dissatisfied 9 7 6 6 7

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Trip Requests and Trips Completed

2015-2017

Year Change

from

’16-’172015 2016 2017

Trip Requests7,812,524 7,837,614 7,837,126 <1%

Trips Completed6,360,165 6,395,430 6,170,876 -4%

Overall Satisfaction 67% 65% 74% +7 points


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Trip Requests and Trips Completed


2015-2017

YearChange

from ’16-’17 2015 2016 2017

Bronx

Trip Requests 1,281,213 1,328,590 1,189,423 -10%

Trips Completed 1,024,543 1,067,626 937,220 -12%

Overall Satisfaction 65% 63% 74%h +11 points

Manhattan

Trip Requests 1,061,596 1,049,416 1,721,154 +39%

Trips Completed 862,357 851,722 1,316,922 +35%

Overall Satisfaction 66% 67% 69% +2 points

Queens

Trip Requests 1,924,258 1,911,631 1,696,448 -13%

Trips Completed 1,569,816 1,566,177 1,357,299 -15%


Brooklyn

Trip Requests 2,842,427 2,851,885 2,616,406 -9%

Trips Completed 2,321,347 2,334,500 2,075,532 -12%


Staten Island

Trip Requests 642,501 632,082 513,042 -23%

Trips Completed 534,142 524,891 404,972 -23%

Overall Satisfaction 71% 72% 70% -2 points

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Q7

Q7. Considering the fare and the service provided by Access-A-Ride, would you say it is…?

Access-A-Ride is a “Good Value for the Money”

2015-2017

Year

2015 2016 2017

n= (2303) (2301) (2303)

% % %

% Yes 89 89 91

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Q3

Q3. Would you say that during the past year, overall, Access-A-Ride service has…?


Q3


Q3

Overall Access-A-Ride Service


2015-2017

Year

2015 2016 2017

n= (2003) (2001) (2003)

% % %

Improved 31 29 36h

Stayed the same 37 39 39

Gotten worse 27 29 19i



2015-2017

Year

2015 2016 2017

n= (300) (300) (300)

% % %

Improved 24 27 31


Gotten worse 15 19 15


Among All Users

2015-2017

Year

2015 2016 2017

n= (2303) (2301) (2303)

% % %

Improved 30 28 36h


Gotten worse 25 28 19i

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This question asked of: Frequent Users

Q42a-e, 43a, 44a-f

Q42-44. Now thinking about your experience with Access-A-Ride in the past 3-4 months, I’d like you to tell me how satisfied you are with

some specific aspects of Access-A-Ride service. For each aspect I mention, please tell me whether you are “very satisfied,”

“somewhat satisfied,” “somewhat dissatisfied” or “very dissatisfied.”

Satisfaction with Specific Aspects of Access-A-Ride Service

% Very or Somewhat Satisfied

Among Frequent Users

2015-2017Year

2015 2016 2017

Making Trip Reservations n= (1378) (1375) (1378)

% % %

The courtesy of the reservations staff 94 90 92

How long it takes for them to confirm the reservation 91 92 92

Being able to get through to make a reservation 93 93 91

The competence of the reservations staff 92 89 90

The ability to get a ride for the day or time you

request it87 83 87↑

How far in advance you need to call to make reservations 85 84 84

Pickups n= (1378) (1375) (1378)

% % %

Being picked up no later than 30 minutes after the

scheduled pick-up time60 60 69↑

Trip Experience n= (1378) (1375) (1378)

% % %

The drivers driving carefully and safely 89 88 92↑

Courtesy of the drivers 88 88 89

The drivers knowing how to get where they are going 80 78 83↑

Length of the trips 69 66 75↑

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65%h

29%h

55%

22%

57%

25%

20%i

45%

27%

43%

24%

42%

7%

17%i

8%

20%

8%

21%

6%i

7%i

8%

12%

8%

9%

Last trip-2017

Overall-2017

Last trip-2016

Overall-2016

Last trip-2015

Overall-2015

Very satisfied Somewhat satisfied Somewhat dissatsfied Very dissatsfied Don't know/Refused

81%

21


This question asked of:

Frequent/Occasional Users

(n=2003)

•2017 Overall Very

dissatisfied is significantly

lower than 2016.

•2017 Overall Dissatisfied is

significantly lower than

2016.

•2017 Overall Very satisfied

is significantly higher than

2016.

•2017 Overall Net: Satisfied

is significantly higher than

2016.

•2017 Last Trip Very

dissatisfied is significantly

higher than 2016.

•2017 Last Trip Somewhat

satisfied is significantly

higher than 2016

•2017 Last Trip Very

satisfied is significantly

higher than 2016.

•2017 Last Trip Don’t know/

Refused is significantly

higher than 2016.

Q4, 38

Satisfaction Overall vs. Last Trip


2015-2017


Q4, 38


Q38. Overall, how satisfied were you with the trip we just discussed? Would you say you were…?

Net:

Satisfied

66%

83%

65% 2%

Satisfaction Overall vs. Last Trip

Very/Somewhat Satisfied


2015-2017

Year

2015 2016 2017

n = (2003) (2001) (2003)

% % %

Access-A-Ride Overall 66 65 74h

Last Access-A-Ride Trip 81 83 85

Difference Trip Overall 15 points 18 points 11 points

3%

3%

1%

3%

2%h

74%h

85%

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This question asked of: Frequent/Occasional Users.

Q50B

Q50B. In the next year or so would you expect to use Access-A-Ride, including vans, taxi rides and (broker car/voucher) service…?

Expected Future Usage of Access-A-Ride


2015-2017Frequent Occasional

2015 2016 2017 2015 2016 2017

n= (1378) (1375) (1378) (625) (626) (625)

% % % % % %

More often 16 15 21h 17 19 24h

Less often 1 2 2 2 3 1

About the same 47 46 45 39 39 37

Not sure/Don’t know/Refused 36 37 32i 42 40 37

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Summary Tables

When reading the charts in this section, note that some charts may not equal 100% due to rounding.

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Q4


Q4



2015-2017

Frequent/Occasional Users Infrequent Users

2015 2016 2017 2015 2016 2017

n= (2003) (2001) (2003) (300) (300) (300)

% % % % % %

Total: Satisfied 66 65 74 75 67 71

Very satisfied 25 22 29 35 31 33

Somewhat satisfied 42 43 45 40 37 38

Total: Dissatisfied 30 32 23 22 29 27

Somewhat dissatisfied 21 20 17 14 21 18

Very dissatisfied 9 12 7 9 8 9

Don’t know/Refused 3 2 3 3 3 2


by Borough of Residence


2017

Borough

Bronx Manhattan Queens BrooklynStaten

Island

n= (425) (434) (428) (416) (300)

% % % % %

Total: Satisfied 73 71 76 75 72

Very satisfied 30 25 29 30 30

Somewhat satisfied 43 46 47 45 41

Total: Dissatisfied 26 26 21 22 26

Somewhat dissatisfied 16 20 15 16 19

Very dissatisfied 9 7 6 6 7

Don’t know/Refused 2 2 3 3 3

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Overall Satisfaction with Access-A-Ride (continued)

This question asked of: Frequent/Occasional Users (n sizes for 2017)

Q4


Q4


Change in Overall Satisfaction With Access-A-Ride


“Very or Somewhat Satisfied”


2015-2017Very/Somewhat Satisfied Very Satisfied

2015 2016 2017 2015 2016 2017

% % % % % %

Total (n=2003) 66 65 74 25 22 29

Bronx (n=425) 63 62 73 23 19 30

Manhattan (n=434) 66 67 71 26 20 25

Queens (n=428) 68 67 76 24 25 29

Brooklyn (n=416) 66 63 75 24 20 30

Staten Island (n=300) 71 71 72 30 30 30

Difference:

Highest – Lowest Borough (% Pts) +8 points +9 points +5 points +7 points +11 points +5 points

Change in Overall Satisfaction With Access-A-Ride


“Very or Somewhat Dissatisfied”


2015-2017Very/Somewhat Dissatisfied Very Dissatisfied

2015 2016 2017 2015 2016 2017

% % % % % %

Total (n=2003) 30 32 23 9 12 7

Bronx (n=425) 33 36 26 8 11 9

Manhattan (n=434) 31 30 26 10 12 7

Queens (n=428) 29 30 21 8 12 6

Brooklyn (n=416) 31 34 22 11 13 6

Staten Island (n=300) 25 27 26 6 8 7

Difference:

Highest – Lowest Borough (% Pts) +8 points +9 points +5 points +5 points +5 points +3 points

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Aspects in Need of Improvement


Top Mentions

Q6

Q6. What one aspect of Access-A-Ride service would you say is most in need of improvement? Is it the…?

Aspects of Access-A-Ride Most In Need of Improvement


Borough – 2017

Total Bronx Manhattan Queens BrooklynStaten

Island

n= (2303) (492) (497) (493) (481) (340)

% % % % % %

On-time performance/wait time 27 28 35 23 28 26

Broker Car/Voucher service 16 15 12 16 18 18

Travel time 10 9 9 11 10 14

Access-A-Ride Drivers 7 6 5 8 7 4

Access-A-Ride Vehicles 7 10 8 5 8 5

Reservationists 5 3 5 5 6 6

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Perceptions of Access-A-Ride as a Good Value


Perceptions of Access-A-Ride as a “Good Value For the Money”


and Level of Overall Satisfaction with Access-A-Ride


2015-2017Year

2015 2016 2017

% % %

Total (n=2003) 89 89 91

Bronx (n=425) 91 90 88

Manhattan (n=434) 90 92 87

Queens (n=428) 89 86 92

Brooklyn (n=416) 86 87 94

Staten Island (n=300) 94 93 94

By Level of Satisfaction with

Access-A-Ride

Satisfied (n=1467) 95 95 95

Dissatisfied (n=484) 76 78 82


Q7

WBA Research


28

Overall Satisfaction With Last Access-A-Ride Trip


Overall Satisfaction With Last Access-A-Ride Trip



Total Borough – 2017

2015 2016 2017 Bronx Manhattan Queens BrooklynStaten

Island

n= (2003) (2001) (2003) (425) (434) (428) (416) (300)

% % % % % % % %

Total: Satisfied 81 83 85 85 86 84 84 86

Very satisfied 57 55 65 66 63 63 66 66

Somewhat satisfied 24 27 20 19 23 21 18 20

Total: Dissatisfied 16 16 13 13 11 14 13 12

Somewhat dissatisfied 8 8 7 7 6 9 7 7

Very dissatisfied 8 8 6 7 6 5 6 5

Don’t know/Refused 3 1 2 1 3 2 3 2


Q38

WBA Research


29

Overall Satisfaction With Last Access-A-Ride Trip (continued)


Change in Overall Satisfaction With Last Access-A-Ride Trip



2015-2017

Very/Somewhat Satisfied Very Satisfied Very/Somewhat Dissatisfied

2015 2016 2017 2015 2016 2017 2015 2016 2017

% % % % % % % % %

Total (n=2003) 81 83 85 57 55 65 16 16 13

Bronx (n=425) 81 80 85 57 54 66 16 19 13

Manhattan (n=434) 82 80 86 59 54 63 15 18 11

Queens (n=428) 81 84 84 54 55 63 17 14 14

Brooklyn (n=416) 81 83 84 58 56 66 16 16 13

Staten Island (n=300) 83 90 86 58 63 66 15 9 12


Q38

WBA Research


30

Satisfaction with Specific Aspects of Access-A-Ride




Satisfaction With Specific Aspects of Access-A-Ride Service


2015-2017

Very/Somewhat Satisfied Very Satisfied Somewhat Satisfied

2015 2016 2017 2015 2016 2017 2015 2016 2017

Making Trip Reservations % % % % % % % % %

Being able to get through to make a reservation 93 93 91 64 60 63 29 34 28

How far in advance you need to call to make

reservations85 84 84 56 52 56 29 32 28

The courtesy of the reservations staff 94 90 92 74 67 72 19 23 20

The competence of the reservations staff 92 89 90 67 58 64 25 31 26


request it87 83 87 52 45 53 35 38 34

How long it takes for them to confirm the reservation 91 92 92 66 61 67 25 31 25

Pickups


scheduled pick-up time60 60 69 24 22 32 36 38 36

Trip Experience

Length of the trips 69 66 75 36 28 39 33 38 36

The drivers knowing how to get where they are going 80 78 83 45 44 51 35 35 32

Courtesy of the drivers 88 88 89 57 55 61 31 32 28

The drivers driving carefully and safely 89 88 92 61 60 67 28 28 25

This question asked of: Frequent Users (2015 n=1378; 2016 n=1375; 2017 n=1378)

Q42a-e, 43a, 44a-f

WBA Research


31

Satisfaction with Specific Aspects of Access-A-Ride (continued)






2015-2017

Very/Somewhat Dissatisfied Very Dissatisfied Somewhat Dissatisfied

2015 2016 2017 2015 2016 2017 2015 2016 2017

Making Trip Reservations % % % % % % % % %

Being able to get through to make a reservation 4 5 6 1 1 1 4 4 5

How far in advance you need to call to make

reservations11 12 11 4 3 3 7 8 8

The courtesy of the reservations staff 4 8 6 1 2 2 2 6 5

The competence of the reservations staff 5 9 7 1 2 2 4 6 5


request it8 15 10 2 4 2 6 10 8

How long it takes for them to confirm the reservation 4 5 4 1 2 1 3 4 3

Pickups


scheduled pick-up time37 38 27 17 18 12 21 20 16

Trip Experience

Length of the trips 20 25 21 7 12 8 13 14 13

The drivers knowing how to get where they are going 14 17 13 4 5 4 10 12 8

Courtesy of the drivers 7 9 8 2 2 3 6 6 6

The drivers driving carefully and safely 7 9 5 2 3 2 5 7 4

This question asked of: Frequent Users (2015 n=1378; 2016 n=1375; 2017 n=1378)

Q42a-e, 43a, 44a-f

WBA Research


32



Q42a-e, 43a, 44a-f





% Very or Somewhat Satisfied


Among Frequent Users – 2017Borough

Bronx Manhattan Queens Brooklyn Staten Island

Making Trip Reservations n= (301) (309) (303) (291) (174)

% % % % %

Being able to get through to make a reservation 92 90 91 92 90

How far in advance you need to call to make reservations 88 80 84 84 84

The courtesy of the reservations staff 94 92 92 91 89

The competence of the reservations staff 91 89 89 90 89

The ability to get a ride for the day or time you request it 88 87 82 90 88

How long it takes for them to confirm the reservation 93 89 91 94 91

Pickups n= (301) (309) (303) (291) (174)

% % % % %


scheduled pick-up time64 64 70 70 72

Trip Experience n= (301) (309) (303) (291) (174)

% % % % %

Length of the trips 77 74 70 77 76

The drivers knowing how to get where they are going 86 85 81 84 80

Courtesy of the drivers 89 90 90 86 93

The drivers driving carefully and safely 92 91 90 95 93

WBA Research



Q42a-e, 43a, 44a-f

33


Q42-44. Now thinking about your experience with Access-A-Ride in the past 3-4 months, I’d like you to tell me how

satisfied you are with some specific aspects of Access-A-Ride service. For each aspect I mention, please tell me

whether you are “very satisfied,” “somewhat satisfied,” “somewhat dissatisfied” or “very dissatisfied.”


% Very or Somewhat Dissatisfied


Among Frequent Users – 2017Borough

Bronx Manhattan Queens Brooklyn Staten Island

Making Trip Reservations n= (301) (309) (303) (291) (174)

% % % % %

Being able to get through to make a reservation 7 6 6 6 7

How far in advance you need to call to make reservations 9 16 11 10 9

The courtesy of the reservations staff 5 6 6 7 7

The competence of the reservations staff 6 7 8 8 7

The ability to get a ride for the day or time you request it 10 8 13 8 9

How long it takes for them to confirm the reservation 5 6 6 3 5

Pickups n= (301) (309) (303) (291) (174)

% % % % %


scheduled pick-up time 34 28 26 26 24

Trip Experience n= (301) (309) (303) (291) (174)

% % % % %

Length of the trips 21 20 25 18 20

The drivers knowing how to get where they are going 12 11 13 13 15

Courtesy of the drivers 9 6 8 10 5

The drivers driving carefully and safely 7 6 7 3 5

WBA Research


34

Frequency of On-Time Pickup

This question asked of: Frequent/Occasional Users1Note: “Satisfied” are those very or somewhat satisfied with Access-A-Ride. “Dissatisfied” are those very or somewhat dissatisfied with Access-A-Ride.

Q40C

Q40C. Based on your experience, how often does Access-A-Ride pick you up within the standard for on-time pickup? That is, no later than 30

minutes after the time of your scheduled pick up. Would you say they…?

How Often Access-A-Ride Picks You Up Within Its Standard

for On-Time Pick-Up


Total Frequent

Users

Occasional

Users2015 2016 2017

n= (2003) (2001) (2003) (1378) (625)

% % % % %

Usually 36 39 50 48 54

Sometimes 49 44 39 41 36

Rarely or Never 12 15 8 7 8



Q40C

How Often Access-A-Ride Picks You Up Within Its Standard

for On-Time Pick-Up

By Overall Satisfaction


2015-2017

Overall Satisfaction1

Satisfied Dissatisfied

2015 2016 2017 2015 2016 2017

n= (1328) (1316) (1467) (607) (638) (484)

% % % % % %

Usually 43 48 59 21 21 25

Sometimes 47 42 34 53 48 55

Rarely or Never 7 8 4 24 29 17

Don’t know/Refused 3 2 3 3 2 3

WBA Research


35

Frequency of On-Time Pick-up (continued)



How Often Access-A-Ride Picks You Up Within Its Standard for On-Time Pick-Up



2017

Borough


Staten

Island

n= (425) (434) (428) (416) (300)

% % % % %

Usually 51 47 53 48 57

Sometimes 39 40 38 41 31

Rarely or Never 9 7 6 7 9



Q40C

WBA Research


36

Frequency of On-Time Pick-up (continued)

This question asked of: Frequent/Occasional Users (2015 n=2003; 2016 n=2001; 2017 n=2003)

Q40C



Change in How Often Access-A-Ride Picks You Up Within Its Standard

for On-Time Pick-Up

By Frequency of Use, Overall Satisfaction and Borough


2015-2017Usually Sometimes

2015 2016 2017 2015 2016 2017

% % % % % %

Total 36 39 50 49 44 39

User Frequency

Frequent 34 37 48 51 46 41

Occasional 41 46 54 44 38 36


Satisfied 43 48 59 47 42 34

Dissatisfied 21 21 25 53 48 55

Borough of Residence

Bronx 39 36 51 43 47 39

Manhattan 39 37 47 44 46 40

Queens 38 44 53 49 40 38

Brooklyn 32 37 48 53 45 41

Staten Island 40 50 57 49 36 31

WBA Research


37

Perceptions of Changes in Overall Service


Perceptions of Changes in Overall Access-A-Ride Service During the Past Year



Total Borough - 2017


Island

n= (2003) (2001) (2003) (425) (434) (428) (416) (300)

% % % % % % % %

Improved 31 29 36 36 35 37 37 31

Stayed about the same 37 39 39 41 42 38 37 42

Gotten worse 27 29 19 18 18 18 20 22



Q3

WBA Research


38

Perceptions of Changes in Overall Service (continued)


Q40F, 40J

Q40F. Now think again about making reservations for a ride. In the past year, would you say that Access-A-Ride’s Reservation Service has…?

Q40J. Now think again about the rides or trips provided by Access-A-Ride. In the past year, would you say that your experience with Access-A-Ride trips has…?

Changes in Access-A-Ride Reservation Service/Trips Experience


2015-2017

Year

2015 2016 2017

Access-A-Ride’s Reservation Service n= (2003) (2001) (2003)

% % %

Improved 42 36 37


Gotten worse 4 7 5

Don’t know/Refused 3 3 4

Access-A-Ride’s Trips n= (2003) (2001) (2003)

% % %

Improved 30 26 35


Gotten worse 16 18 10


WBA Research


39

Perceptions of Changes in Access-A-Ride Reservation Service


Q40F


Q40F

Q40F. Now think again about making reservations for a ride. In the past year, would you say that Access-A-Ride’s

Reservation Service has…?



2015-2017

Year

2015 2016 2017

n= (2003) (2001) (2003)

% % %

Improved 42 36 37

Stayed about the same 50 53 54

Gotten worse 4 7 5


Perceptions of Changes in Access-A-Ride’s Reservation Service During the Past

Year



2017Borough


Island

n= (425) (434) (428) (416) (300)

% % % % %

Improved 38 35 37 37 34

Stayed about the same 53 55 53 54 53

Gotten worse 5 6 4 5 7


WBA Research


40

Reasons for Changes in Access-A-Ride Reservation Service

This question asked of: Frequent/Occasional Users who feel the Reservation Service has changed

Multiple Responses Accepted; Select Mentions

Q40G

Q40G. In what ways has the Reservation Service (improved/gotten worse)?

Ways in Which the Access-A-Ride Reservation Service Has Improved/Gotten Worse

by Perceptions of Changes in Access-A-Ride Reservation Service


2015-2017Improved Gotten Worse

2015 2016 2017 2015 2016 2017

n= (849) (721) (729) (88) (150) (110)

% % % % % %

Manner/Performance of reservationists 29 40 39 11 18 16

Phone answering promptness 39 26 24 6 3 9

On-time performance 12 12 16 44 25 17

Availability of rides 1 8 10 4 13 9

Reservationists’ knowledge 6 8 5 2 8 4

Number of errors 2 3 4 15 16 19

Hours/Schedules/Routes 9 1 3 10 4 2

Can’t understand them/Don’t speak English 2 2 2 2 2 1

Reference to reservation system

(Unspecified)1 1 1 - 4 3

Non-specific reference to service 2 <1 1 - - -

Get put on hold too long/too frequently n/a n/a n/a 5 4 4

WBA Research


41

Overview of Performance of Key Elements of Last Trip

Q21A. Were you picked up by Access-A-Ride within the standard for on-time pickup? That is, no later than 30 minutes after the time you were scheduled to be picked up.

Q23. Was the driver courteous?

Q23A. Did the driver operate the vehicle in a careful and safe manner?

Q24. Did the trip take a reasonable amount of time?

Q30A. Speaking again about your last Access-A-Ride trip, did you need the driver’s assistance after you were out of the vehicle?

Q30B. Did the driver assist you after you were getting out of the vehicle?

This question asked of: Frequent/Occasional Users1This question asked of: Frequent/Occasional Users who were picked-up2This question asked of: Frequent/Occasional Users who needed driver’s assistance

Q21A, 23, 23A, 24, 30A-B

Overview of Performance of Key Elements of the Last Trip with Access-A-Ride


2015-2017

Year

2015 2016 2017

On-Time Pick-up n= (2003) (2001) (2003)

Picked up no later than 30 minutes after the time you

were scheduled to be picked up76% 78% 81%

Courtesy of Driver1 n= (2003) (2001) (1998)

Driver was courteous 96% 93% 96%

Operation of Vehicle1 n= (2003) (2001) (1998)

Driver operated the vehicle in a careful and safe manner 96% 95% 97%

Trip Time1 n= (2003) (2001) (1998)

Trip took a reasonable amount of time 86% 85% 88%

Driver’s Assistance1 n= (2003) (2001) (1998)

Needed driver’s assistance after out of the vehicle 38% 37% 35%

Driver’s Offer of Assistance2 n= (759) (725) (689)

Driver offered to assist 93% 91% 91%

WBA Research


42

Ever Called to Ask a Question or Report a Problem


Q57

Q57. Besides calling for reservations, or calling on the day of your trip, have you ever called Access-A-Ride to ask

a question or report a problem?

Q57F1. Which of the following units did you call?

Ever Called Access-A-Ride to Ask a Question or Report a Problem

By User Frequency, Level of Satisfaction and Borough of Residence

2015-2017

Year

2015 2016 2017

Total n= (2303) (2301) (2303)

62% 64% 59%

Frequent Users n= (1378) (1375) (1378)

70% 72% 68%

Occasional Users n= (625) (626) (625)

55% 55% 51%

Infrequent Users n= (300) (300) (300)

39% 47% 38%

Satisfied (Frequent/Occasional Users) n= (1328) (1316) (1467)

60% 61% 58%

Dissatisfied (Frequent/Occasional Users) n= (607) (638) (484)

78% 79% 80%

Bronx (Frequent/Occasional Users) n= (428) (422) (425)

69% 70% 67%

Manhattan (Frequent/Occasional Users) n= (430) (427) (434)

69% 70% 65%

Queens (Frequent/Occasional Users) n= (425) (431) (428)

65% 65% 57%

Brooklyn (Frequent/Occasional Users) n= (417) (419) (416)

64% 67% 64%

Staten Island (Frequent/Occasional Users) n= (303) (302) (300)

57% 58% 60%

Units Called When Asking a Question or Reporting a Problem

2017

Year

2017

n= (1396)

Eligibility 22%

Subscriptions 9

Some other unit 60

Don’t know/Can’t recall 19

This question asked of: Those who have called or had someone call Access-

A-Ride to ask a question or report a problem

*Multiple responses accepted

Q57F1

WBA Research


43

Level of Satisfaction with Results of Last Call

This question asked of: Frequent/Occasional Users who called to ask a question or

report a problem1Note: “Satisfied” are those very or somewhat satisfied with Access-A-Ride.

“Dissatisfied” those very or somewhat dissatisfied with Access-A-Ride.

Q57F

This question asked of: Frequent/Occasional Users who called to ask a question or report a problem

Q57F

Q57F. How satisfied were you with the results? Would you say you were…?

Whether Satisfied With the Results of Last Call to Access-A-Ride



Total Borough - 2017


Island

n= (1322) (1333) (1272) (288) (288) (246) (273) (177)

% % % % % % % %

Satisfied 51 49 61 60 58 63 62 62

Dissatisfied 42 46 33 36 32 33 32 34


Whether Satisfied With the Results of Last Call to

Access-A-Ride

By Overall Satisfaction


2017Overall Satisfaction1

Satisfied Dissatisfied

n= (853) (392)

% %

Satisfied 69 44

Dissatisfied 26 51

Don’t know/Refused 6 5

WBA Research


44

Expected Future Use of Access-A-Ride

This question asked of: Total Sample1This question asked of: Those who expect to use AAR less often in the next year

*Multiple Responses Accepted, Top Mentions

**Caution: Small Base

Q50B-50C

Q50B. In the next year or so would you expect to use Access-A-Ride, including vans, taxi rides and (broker car/voucher) service…?

Q50C. Why do you expect to use Access-A-Ride less often in the next year or so?

Expected Usage of Access-A-Ride in Upcoming Year

2015-2017

2015 2016 2017Frequent

Users

Occasional

Users

Infrequent

Users

Expected Use in Upcoming Year n= (2303) (2301) (2303) (1378) (625) (300)

% % % % % %

More often 17 16 22 21 24 21

Less often 2 2 2 2 1 2

About the same 43 43 41 45 37 30

Not sure 37 37 34 31 36 45

Refused 2 2 1 1 1 1

Why Expect to Use AAR Less Often n=

in the Next Year1*

(45)** (61) (42)** (25)** (9)** (8)**

% % % % % %

Total: Less need 41 49 60 55 83 51

Healthier/Better physical shape 14 18 17 18 30 -

Fewer doctor’s appointments 17 12 10 12 15 -

Working less/Retired - 7 15 25 - -

Don’t go out as much 2 5 9 - 22 24

No need (not specific) 6 4 5 - 8 19

Moving - 6 3 - 8 8

They are unreliable 5 6 17 25 - 9

Medical limitations (i.e., less able to go out) 24 14 16 17 - 33

Service (Other) 3 17 9 10 8 8

People/Personnel/Poor treatment - - 9 15 - -

Other 11 5 - - - -

WBA Research


45

Q44.60. Are you aware of the Access-A-Ride MetroCard, which allows customers to take up to four free bus or subway rides per day?

Q44.60A. Do you have an Access-A-Ride MetroCard?

Q44.60B. Would you be interested in receiving an Access-A-Ride MetroCard, by calling Access-A-Ride and selecting option “1” to request one?

This question asked of: Total Sample1This question asked of: Those who are aware of the Access-A-Ride MetroCard2This question asked of: Those who do not have an Access-A-Ride MetroCard

*New question added in 2017.

Q44.60 - 44.60B

Interest in Access-A-Ride MetroCard Trips

Awareness and Interest in MetroCard Program

2015-20172015 2016 2017

Awareness of AAR MetroCard That Will Allow Fixed-Route

Transit Trips Free of Charge (2303) (2301) (2303)

% Aware 51% 52% 61%

Have AAR MetroCard1 (1158) (1185) (1386)

% Yes 76% 74% 65%

Interest in Receiving Access-A-Ride MetroCard2* (481)

Yes 39%

No 56

WBA Research


46

Approval/Usage of Specific Vehicles

Those asked these questions altered in 2017. Trending impacted.

This question asked of: Those who are not wheelchair users living in Brooklyn, Queens,

Manhattan or the Bronx1This question asked of: Those who have received approval and taken a ride in vehicle 2This question asked of: Those who are satisfied with the vehicle provided through AAR3This question asked of: Those who are dissatisfied with the vehicle provided through AAR

*Multiple Responses Accepted; Top Mentions

**Caution: Small Base

Q44.1-44.3Q44.1. In the past 6 months, when calling Access-A-Ride to reserve a trip, have you received approval for and taken a ride in a (INSERT MODE)

with costs paid for with your usual Access-A-Ride fare or reimbursed by Access-A-Ride?

Q44.2. How satisfied were you with the (INSERT MODE) approved by Access-A-Ride…? Would you say you are “very satisfied”, “somewhat

satisfied”, “somewhat dissatisfied” or “very dissatisfied”?

Q44.3. Why do you say you are (INSERT RATING) with the (INSERT MODE)?

Approval and Usage of Yellow or Green Taxi Service

2017

2017

Received Approval and Taken a Ride in Vehicles n= (1726)

Yellow or green taxi 43%

Satisfaction with Yellow or Green Taxi1 n= (774)

%

Total: Satisfied 85

Very satisfied 64

Somewhat satisfied 21

Total: Dissatisfied 12

Somewhat dissatisfied 5

Very dissatisfied 6

Satisfaction with Aspects of Yellow or Green Taxi2* n= (654)

%

On-time performance/Don’t have to wait/Arrive early 40

Drivers are courteous/friendly/helpful 17

Good service/Like the service (not specific) 10

Personnel/Employees are good/helpful/courteous/professional

(not specific)8

Dissatisfaction with Aspects of or Green Yellow Taxi3* n= (97)

%

Have trouble getting in and out of vehicles/vehicles are too small 19

(Some) Drivers not courteous/kind/helpful 13

Hard/Takes too long to get reimbursed 13

(Sometimes) Don’t show up/cancel trips 12

Not on time/Poor on-time performance (not specific) 8

(Some) Drivers don’t wait/don’t stop to pick me up/pass me by 8

Those asked these questions altered in 2017. Trending impacted.

This question asked of: Wheelchair users living in Brooklyn, Queens, Manhattan or the Bronx1This question asked of: Those who are have received approval and taken a ride in vehicle

Q44.1-44.2

Approval and Usage of Yellow or Green Accessible Taxi Service

2017

2017

Received Approval and Taken a Ride in Vehicles n= (237)

%

Yellow or green accessible taxi 27

Satisfaction with Yellow or Green Accessible Taxi1* n= (67)

%

Total: Satisfied 78

Very satisfied 46

Somewhat satisfied 32

Total: Dissatisfied 16

Somewhat dissatisfied 11

Very dissatisfied 6

WBA Research


Concerns with Accessible Taxi Providing Access-a-Ride Trip

47

Concerns with Accessible Yellow Taxi Providing Access-A-Ride Trip

2016-2017

Year

2016 2017

Have Concerns with Yellow or Green Accessible Taxi

Providing Access-A-Ride Trip, Instead of an Access-

A-Ride Vehicle (2301) (2303)

Yes 22% 25%

No 53 60

Have not been in vehicle yet/Don’t know/Refused 25 15

Concerns with Using Yellow or Green Accessible

Taxi Dispatched Through Access-A-Ride¹* (495) (573)

Vehicles are difficult to get in and out of 20% 21%

I required a lift/have a wheelchair/rollator/scooter 19 18

Vehicles are uncomfortable/too small 16 15

Late pick-ups/Unreliability/No shows 7 12

Costs more money/Sometimes I don’t have money/have

to wait for reimbursement17 10

Feel safer/Prefer Access-A-Ride 8 10

Question wording changed in 2017 to include green accessible taxis.

This question asked of: Total sample1This question asked of: Those who have concerns with using a yellow or green accessible taxi


Q44.63, Q44.64

Q44.63 Do you have any concerns with a yellow or green accessible taxi providing your Access-A-Ride trip, instead of an Access-A-Ride van or sedan?

Q44.64 What concerns do you have with using a yellow or green accessible taxi dispatched through Access-A-Ride?

WBA Research


This question asked of: Total

Sample1This question asked of: Those

who have applied for or been

recertified in 20172This question asked of: Those

who spoke to a phone

representative prior to

assessment3This question asked of: Those

who went to an assessment

center and had a personal

interview4This question asked of: Those

who arrived at the assessment

center at or before scheduled

appointment time

Q67A, 67, 67.1-67.6

48

Recertification and Assessment Centers

Q67A. Did you apply for or were you recertified for Access-A-Ride in 2017?

Q67. Did you go to an assessment center and have a personal interview with a health care professional?

Q67.1. When you were informed that you are required to go to an assessment center for an evaluation, was the phone representative courteous?

Q67.2. Was the phone representative competent?

Q67.25. Did you arrive at the assessment center at or before your scheduled appointment time?

Q67.3. Did your evaluation take place at the scheduled appointment time, or within a reasonable amount of time of the scheduled time?

Q67.4. Was the assessment facility clean?

Q67.5. Was the assessment facility’s waiting area comfortable?

Q67.6. Were you treated with courtesy and respect by the employees at the assessment center?

Recertification of Customers and Assessment Center Facilities


2015-2017

2015 2016 2017

Borough


Staten

Island

Application/Recertification n= (2303) (2301) (2303) (492) (497) (493) (481) (340)

Applied for/Recertified in 2017 36% 38% 37% 41% 37% 35% 36% 37%

Personal Interviews1 n= (840) (867) (860) (203) (185) (171) (172) (129)

Gone to assessment center and had

personal interview with health care

professional

77% 76% 77% 82% 73% 71% 79% 82%

Phone Reservationists2 n= (600) (624) (628) (155) (132) (112) (129) (100)

Phone reservationist was courteous 96% 96% 97% 98% 94% 93% 98% 97%

Phone reservationist was competent 95 95 95 96 93 96 94 98

Arrival at Center3 n= (640) (663) (665) (167) (135) (122) (136) (105)

Arrived at assessment center at or

before scheduled appointment93% 94% 95% 99% 93% 93% 95% 96%

Scheduled Evaluation4 n= (593) (625) (634) (165) (126) (113) (129) (101)

Evaluation took place at scheduled

time/within a reasonable amount of time91% 91% 93% 95% 90% 94% 92% 92%

Assessment Facilities3 n= (640) (663) (665) (167) (135) (122) (136) (105)

Assessment facility was clean 94% 95% 95% 98% 96% 88% 97% 95%

Assessment facility’s waiting area was

comfortable84 88 89 91 89 85 90 87

Treated with courtesy and respect by

employees96 95 96 97 95 94 96 97

WBA Research


Access to Mobile Phone When Using Access-A-Ride

49

This question asked of: Total Sample1This question asked of: Those who have a cell phone

Q40.3-Q40.5

Q40.3. Do you have a cell phone?

Q40.4. Do you own a smart phone? A smart phone is a cell phone that can be used to access the internet, like a computer.

Q40.5. Do you carry your [cell phone/smart phone] with you when you travel with Access-A-Ride?

Access to Mobile Phone When Using Access-A-Ride

2017

Cell Phone Penetration n= (2303)

Yes 91%

No 9

Smart Phone Ownership1 n= (2107)

Yes 49%

No 48

Mobile Phone Availability While Traveling on

Access-A-Ride1 n= (2107)

Yes 99%

No 1

WBA Research


Accessibility to Other Transportation During Weather Emergency

50

Q68. If you learned about a pending weather emergency, such as a hurricane, major snowstorm or flood, which required you to evacuate your home, do you

have relatives, friends, or others that would provide you with transportation to an evacuation center or other safe location?


Q68

Accessibility to Provided Transportation in the Event of a Weather Emergency


2016-2017

2015 2016 2017

Borough


Island

n= (2303) (2301) (2303) (492) (497) (493) (481) (340)

% % % % % % % %

% Yes 39 42 39 34 31 44 37 53

WBA Research


Calling Access-A-Ride and Selecting Option 8

51

Q73. When calling Access-A-Ride, have you ever selected Option 8 to give a commendation or make a complaint?

Q73A. How satisfied are you when calling to give a commendation or make a complaint? Would you say you are…?

Q73B. During your most recent call, was it to give a commendation or make a complaint?

Q73C. Did you receive either a phone call or written follow-up to your complaint?

Q73D. Why were you dissatisfied when giving a commendation or making a complaint?

Question wording changed in 2017 to remove reference to the toll-free number.

This question asked of: Total Sample1This question asked of: Those who have called AAR and selected Option 8 to give a commendation or make a complaint2This question asked of: Those who have called AAR to make a complaint3Question added in 2017.

*Multiple responses accepted, Top Mentions

Q73-73D

Use of Option 8 When Calling Access-A-Ride

2015-2017

2015 2016 2017

Selected Option 8 When Calling Access-A-Ride to Give n=

Commendation or Make a Complaint

(2303)

%

(2301)

%

(2303)

%

% Yes 46 49 47

Satisfaction When Giving Commendation or Making a n=

Complaint1

(1056)

%

(1131)

%

(1074)

%







Calling to Give a Commendation or Make a Complaint1,3 n= (1074)

Commendation 25%

Complaint 70

Follow-Up to Making a Complaint*2,3 n= (746)

Net: Received Follow-Up 55%

Phone call 31

Written Response 29

None/Neither 41

Reasons Why Dissatisfied When Giving Commendation or n=

Making a Complaint*1,3 (329)

They never get back to you/No feedback/No response 27%

They did not resolve the problem/It happened again 14%

Some of the representatives are rude/Don’t seem to care 13%

It feels like it goes nowhere/Doesn’t get looked at 11%

WBA Research


Calling Access-A-Ride and Selecting Option 7

52

Q74. When calling Access-A-Ride, have you ever selected the new Option 7 to use the automated phone system for assistance with checking the status of a

trip, or cancelling a trip?

Q74A-C. How satisfied are you with the automated phone system when using each of the following features? For each feature I mention, please tell me whether

you are “very satisfied”, “somewhat satisfied”, “somewhat dissatisfied” or “very dissatisfied,” or if this is a feature you have not used?

Q75. What comments or concerns, if any, do you have regarding the new automated phone system?

This question asked of: Total Sample1This question asked of: Those who have called AAR and selected Option 7 to use the automated

phone system for assistance

*Multiple Responses Accepted, Top Mentions

Q74, 75

This question asked of: Those who have called AAR and selected Option 7 to use the

automated phone system for assistance

Q74A-C

Use of Option 7 When Calling Access-A-Ride

2015-2017

2015 2016 2017

Selected Option 7 When Calling Access-A-Ride to Check

Trip Status or Cancel a Trip(2303) (2301) (2303)

% Yes 49% 53% 48%

Comments or Concerns Regarding Automated Phone

System1*

(1130)

%

(1217)

%

(1120)

%

Very satisfied/Like it/No problems (not specific) 19 18 16

Don’t like talking to a machine/Prefer a live person 6 5 5

(Sometimes) Doesn’t record ID or birthdate correctly - 2 5

Arrival times are not accurate 7 5 4

It’s okay/Alright 3 3 4

Satisfaction With Option 7 When Calling Access-A-Ride

2015-2017

2015 2016 2017

Satisfaction With Automated Phone System When

Getting the Status of a Trip

(1130)

%

(1217)

%

(1120)

%







Have not used 4 6 5


Reviewing Upcoming Trips

(1130)

%

(1217)

%

(1120)

%







Have not used 18 19 18


Cancelling Trips

(1130)

%

(1217)

%

(1120)

%







Have not used 13 13 12

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53

Rider Profile

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54

Rider Profile


S1B

S1B. Subscriber Type (RECORD FROM SAMPLE, DO NOT ASK)

Subscriber Type

Total

User Type

Frequent Occasional Infrequent

n= (2303) (1378) (625) (300)

% % % %

Conditional 52 50 53 58

Full 48 50 47 42

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55

Rider Profile (continued)

D1. The following questions are for classification purposes only, and will be kept strictly confidential. Into which of the following categories does

your age fall?

B. Gender

D4. Are you employed?

D4A. Are you employed full-time or part-time?

Demographics

Total

User Type

Total

User Type

Frequent Occasional Infrequent Frequent Occasional Infrequent

n= (2303) (1378) (625) (300) n= (2303) (1378) (625) (300)

Age % % % % Employment % % % %

Under 25 2 1 2 2 Employed 11 16 4 4

25 to 44 7 7 6 5 Not employed 88 84 95 95

45 to 64 31 34 25 25 Don’t know/Refused <1 1 <1 1

65 to 74 25 27 23 23

75 or older 35 30 43 43 n= (259) (217) (28)* (14)*

Refused 1 1 <1 1 Employment Status % % % %

Mean (in years) 66.1 65.1 67.3 68.0 Full-time 71 72 67 55

Median (in years) 68.8 67.4 71.2 71.7 Part-time 28 27 33 45

Don’t know/Refused 1 1 - -

Gender % % % %

Male 25 24 25 30

Female 75 76 75 70

This question asked of: Total Sample1This question asked of: Those who are employed

*Caution: Small Base

D1, B, D4-D4A

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Rider Profile (continued)

This question asked of: Total Sample1This question asked of: Those who travel with a support device


D3A-D3C

D3A. Do you normally use a support device of any kind when traveling?

D3B. What type of support device do you use?

D3C. Do you normally travel with a personal care attendant?

Support Devices and Personal Care Attendants

Total

User Type

Frequent Occasional Infrequent

Use of Support Devices n= (2303) (1378) (625) (300)

% % % %

*Total: Any 80 82 79 78

A support cane 47 48 44 46

A walker/roller walker 26 28 25 22

A manual wheel chair 7 6 9 11

A motorized wheel chair 4 4 5 3

Braces 3 3 2 1

A long cane (for the blind) 2 3 2 1

A scooter 2 1 2 1

Do not/Don’t know if/Refused if use a

support device20 18 21 22

Travel with a personal care

attendant1 n= (1855) (1127) (494) (234)

% % % %

Yes 47 44 48 57

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57

Appendix

WBA Research


58

History Tables


Q4


Q4




1997-2017

Year

1997 1998 1999 2000 2001 2003 2004 2005 2006 2007 2008 2011 2012 2013 2014 2015 2016 2017

n= (1540) (1734) (1988) (2011) (2004) (2006) (2015) (2012) (2003) (2010) (2004) (2001) (2008) (2002) (2006) (2003) (2001) (2003)

% % % % % % % % % % % % % % % % % %

Total: Satisfied 74 76 73 76 80 79 77 79 79 78 76 77 80 79 73 66 65 74h

Very satisfied 36 35 30 35 40 33 34 36 33 34 33 33 36 37 30 25 22 29h

Somewhat

satisfied38 41 43 41 39 46 44 43 46 44 42 44 43 41 43 42 43 45

Total: Dissatisfied 26 24 25 23 20 21 19 19 19 19 20 21 18 18 25 30 32 23i

Somewhat

dissatisfied16 16 18 17 14 16 14 14 13 14 15 16 14 13 20 21 20 17i

Very

dissatisfied9 8 8 6 5 5 5 5 6 4 4 5 4 5 6 9 12 7i



1997-2017

Year

1997 1998 1999 2000 2001 2003 2004 2005 2006 2007 2008 2011 2012 2013 2014 2015 2016 2017

n= (300) (300) (301) (303) (301) (301) (303) (301) (303) (302) (301) (300) (301) (301) (298) (300) (300) (300)

% % % % % % % % % % % % % % % % % %

Total: Satisfied 70 73 77 82 86 83 79 78 82 85 76 80 78 85 76 75 67 71

Very satisfied 43 39 43 40 55 42 45 40 50 44 44 39 38 46 35 35 31 33

Somewhat

satisfied27 34 34 42 31 41 34 38 32 41 32 41 40 39 41 40 37 38

Total: Dissatisfied 27 26 21 16 13 16 17 20 15 10 19 16 21 14 19 22 29 27

Somewhat

dissatisfied12 14 12 11 8 10 9 14 11 5 14 10 14 9 11 14 21 18

Very

dissatisfied15 11 9 5 5 6 7 6 4 5 5 6 6 5 9 9 8 9

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59

History Tables (continued)


Q4



Q4

Change in Overall Satisfaction with Access-A-Ride


“Very or Somewhat Satisfied”


1997-2017

Year

1997 1998 1999 2000 2001 2003 2004 2005 2006 2007 2008 2011 2012 2013 2014 2015 2016 2017

% % % % % % % % % % % % % % % % % %

Total (n=2003) 74 76 73 76 80 79 77 79 79 78 76 77 80 79 73 66 65 74h

Bronx (n=425) 71 74 71 76 83 77 72 74 76 77 77 79 75 84 72 63 62 73h

Manhattan (n=434) 74 71 71 69 79 80 72 66 75 77 68 71 75 77 72 66 67 71

Queens (n=428) 78 76 71 75 78 76 79 82 79 76 75 78 84 76 76 68 67 76h

Brooklyn (n=416) 72 79 77 77 78 80 77 83 79 78 75 77 82 78 72 66 63 75h

Staten Island (n=300) 76 71 74 85 88 87 86 86 87 84 85 75 77 81 72 71 71 72

Difference:

Highest – Lowest Borough

(% Pts)

+7

points

+8

points

+6

points

+16

points

+10

points

+11

points

+14

points

+20

points

+12

points

+8

points

+17

points

+8

points

+9

points

+8

points

+4

points

+8

points

+9

points

+5

points



“Very Satisfied”


1997-2017

Year

1997 1998 1999 2000 2001 2003 2004 2005 2006 2007 2008 2011 2012 2013 2014 2015 2016 2017

% % % % % % % % % % % % % % % % % %

Total (n=2003) 36 35 30 35 40 33 34 36 33 34 33 33 36 37 30 25 22 29h

Bronx (n=425) 30 28 26 39 41 37 30 33 31 31 31 31 34 37 29 23 19 30h

Manhattan (n=434) 40 30 26 29 35 28 31 25 28 29 24 28 28 33 30 26 20 25

Queens (n=428) 42 35 29 38 41 34 35 36 30 34 36 39 40 39 29 24 25 29

Brooklyn (n=416) 32 37 32 32 39 29 32 38 33 32 32 29 38 36 31 24 20 30h

Staten Island (n=300) 40 40 39 46 51 50 47 46 46 52 45 39 40 44 31 30 30 30

Difference:


(% Pts)

+12

points

+12

points

+13

points

+17

points

+16

points

+21

points

+17

points

+21

points

+18

points

+23

points

+21

points

+11

points

+12

points

+11

points

+2

points

+7

points

+11

points

+5

points

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Q4


Q4



“Very or Somewhat Dissatisfied”


1997-2017

Year

1997 1998 1999 2000 2001 2003 2004 2005 2006 2007 2008 2011 2012 2013 2014 2015 2016 2017

% % % % % % % % % % % % % % % % % %

Total (n=2003) 25 24 25 23 19 21 19 19 19 19 20 21 18 18 25 30 32 23i

Bronx (n=425) 29 26 28 23 16 22 23 23 21 19 21 20 24 15 27 33 36 26i

Manhattan (n=434) 26 28 28 30 21 19 25 30 22 21 27 26 22 20 26 31 30 26

Queens (n=428) 22 23 26 24 21 20 19 17 18 20 19 18 13 19 23 29 30 21i

Brooklyn (n=416) 27 20 22 23 22 23 19 16 20 19 19 23 16 18 26 31 34 22i

Staten Island (n=300) 24 28 26 14 12 12 9 13 11 14 13 23 19 15 26 25 27 26

Difference:


(% Pts)

+7

points

+8

points

+6

points

+16

points

+10

points

+11

points

+16

points

+17

points

+11

points

+7

points

+14

points

+8

points

+11

points

+5

points

+4

points

+8

points

+9

points

+5

points



“Very Dissatisfied”


1997-2017

Year

1997 1998 1999 2000 2001 2003 2004 2005 2006 2007 2008 2011 2012 2013 2014 2015 2016 2017

% % % % % % % % % % % % % % % % % %

Total (n=2003) 9 8 8 6 5 5 5 5 6 4 4 5 4 5 6 9 12 7i

Bronx (n=425) 10 10 9 5 5 5 6 6 6 5 6 6 5 5 8 8 11 9

Manhattan (n=434) 9 9 7 8 6 5 6 8 7 6 6 6 5 5 8 10 12 7i

Queens (n=428) 9 9 10 7 7 4 6 4 7 6 4 4 2 5 5 8 12 6i

Brooklyn (n=416) 11 6 6 6 5 6 5 4 5 2 4 5 4 4 3 11 13 6i

Staten Island (n=300) 8 8 6 3 3 5 2 1 4 4 3 7 4 7 8 6 8 7

Difference:


(% Pts)

+4

points

+4

points

+4

points

+5

points

+4

points

+2

points

+4

points

+7

points

+3

points

+4

points

+3

points

+3

points

+3

points

+3

points

+5

points

+5

points

+5

points

+3

points

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Q3



Q3

Perceptions of Changes in Overall Access-A-Ride Service

During the Past Year

“Improved”



1997-2017

Year

1997 1998 1999 2000 2001 2003 2004 2005 2006 2007 2008 2011 2012 2013 2014 2015 2016 2017

% % % % % % % % % % % % % % % % % %

Total (n=2003) 34 26 32 31 33 39 39 34 32 36 35 35 40 52 38 31 29 36h

Bronx (n=425) 30 25 29 32 34 38 32 25 29 38 32 33 37 53 41 29 25 36h

Manhattan (n=434) 33 28 33 30 29 40 34 25 29 28 28 35 35 50 35 32 26 35h

Queens (n=428) 32 24 30 32 33 39 40 39 32 37 39 40 46 54 38 30 32 37

Brooklyn (n=416) 43 31 35 30 34 37 42 37 35 40 37 34 43 53 38 32 29 37h

Staten Island (n=300) 26 18 26 28 30 49 40 35 33 28 34 30 31 46 32 28 27 31

Perceptions of Changes in Overall Access-A-Ride Service

During the Past Year

“Gotten Worse”



1997-2017

Year

1997 1998 1999 2000 2001 2003 2004 2005 2006 2007 2008 2011 2012 2013 2014 2015 2016 2017

% % % % % % % % % % % % % % % % % %

Total (n=2003) 31 24 25 20 20 15 15 17 19 14 14 18 15 14 21 27 29 19i

Bronx (n=425) 37 26 25 20 16 14 18 25 24 14 17 22 21 14 20 28 34 18i

Manhattan (n=434) 24 24 25 23 22 16 16 25 18 18 18 17 17 14 20 25 30 18i

Queens (n=428) 27 26 26 19 22 12 14 13 20 14 14 13 13 15 18 25 27 18i

Brooklyn (n=416) 30 21 25 21 20 17 13 14 17 13 12 20 12 13 23 30 29 20i

Staten Island (n=300) 38 30 27 14 17 12 11 15 14 13 11 19 17 13 25 25 22 22

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Q7


Perceptions of Access-A-Ride as a “Good Value For the Money”


And Level of Overall Satisfaction with Access-A-Ride


1997-2017

Year

1997 1998 1999 2000 2001 2003 2004 2005 2006 2007 2008 2011 2012 2013 2014 2015 2016 2017

% % % % % % % % % % % % % % % % % %

Total (n=2003) 96 95 95 95 96 92 95 96 95 95 95 95 95 94 92 89 89 91h

Bronx (n=425) 94 93 96 96 96 91 94 97 93 94 96 95 95 94 93 91 90 88

Manhattan (n=434) 96 93 93 95 96 91 93 94 91 95 93 96 94 94 90 90 92 87i

Queens (n=428) 97 94 95 95 97 93 96 97 95 95 96 95 95 95 93 89 86 92h

Brooklyn (n=416) 95 95 96 95 97 91 94 97 97 96 95 95 95 93 91 86 87 94h

Staten Island (n=300) 97 98 96 99 96 96 98 96 96 96 98 95 96 94 95 94 93 94

By Level of Satisfaction with

Access-A-Ride

Satisfied (n=1467) 98 97 98 98 98 95 97 98 98 98 97 97 97 96 96 95 95 95

Dissatisfied (n=484) 89 86 89 87 88 84 85 90 84 84 88 89 87 85 82 76 78 82

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Q38


Q38


Q38

Change in Overall Satisfaction with Last Access-A-Ride Trip


“Very/Somewhat Satisfied”


1997-2017

1997 1998 1999 2000 2001 2003 2004 2005 2006 2007 2008 2011 2012 2013 2014 2015 2016 2017

% % % % % % % % % % % % % % % % % %

Total (n=2003) 84 85 86 85 85 86 86 87 85 87 85 86 89 85 86 81 83 85

Bronx (n=425) 81 84 85 85 88 88 83 83 84 86 88 87 89 88 85 81 80 85h

Manhattan (n=434) 85 85 87 80 83 88 85 83 84 85 80 86 84 80 84 82 80 86h

Queens (n=428) 86 87 84 85 84 85 85 85 83 87 86 87 89 84 88 81 84 84

Brooklyn (n=416) 83 84 86 85 86 85 87 89 85 88 84 85 90 84 87 81 83 84

Staten Island (n=300) 86 86 87 90 86 93 91 92 93 88 91 87 89 89 84 83 90 86



“Very Satisfied”


1997-2017

1997 1998 1999 2000 2001 2003 2004 2005 2006 2007 2008 2011 2012 2013 2014 2015 2016 2017

% % % % % % % % % % % % % % % % % %

Total (n=2003) 61 58 60 61 61 58 62 65 61 65 65 63 65 61 61 57 55 65h

Bronx (n=425) 54 56 57 65 64 64 60 61 58 65 67 65 68 66 54 57 54 66h

Manhattan (n=434) 63 57 56 59 57 59 62 61 58 61 60 61 60 60 62 59 54 63h

Queens (n=428) 68 60 63 62 58 59 61 64 60 64 68 65 66 60 65 54 55 63h

Brooklyn (n=416) 55 57 60 59 63 52 61 66 60 65 62 61 65 59 60 58 56 66h

Staten Island (n=300) 68 61 64 70 65 69 70 75 73 71 72 62 67 68 61 58 63 66



“Very/Somewhat Dissatisfied”


1997-2017

1997 1998 1999 2000 2001 2003 2004 2005 2006 2007 2008 2011 2012 2013 2014 2015 2016 2017

% % % % % % % % % % % % % % % % % %

Total (n=2003) 15 13 13 14 14 13 12 12 12 10 11 12 10 12 12 16 16 13i

Bronx (n=425) 17 15 15 14 12 12 16 16 13 12 11 12 10 11 13 16 19 13i

Manhattan (n=434) 14 13 12 18 16 10 13 16 13 14 15 12 13 17 15 15 18 11i

Queens (n=428) 13 12 15 14 15 15 13 13 13 9 9 10 9 14 10 17 14 14

Brooklyn (n=416) 15 14 13 13 13 14 10 9 12 9 11 14 8 11 11 16 16 13

Staten Island (n=300) 13 11 10 9 14 7 7 7 7 10 9 11 10 9 15 15 9 12

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This question asked of: Frequent/Occasional Users (2001 n=2004; 2003 n=2006; 2004 n=2015; 2005 n=2012; 2006 n=2003; 2007 n=2010; 2008 n=2004; 2011 n=2001; 2012 n=2008; 2013 n=2002; 2014 n=2006; 2015

n=2003; 2016 n=2001, 2017 n=2003)

Q40C



Change in How Often Access-A-Ride Picks You Up Within the Standard for On-Time Pick-up

By Frequency of Use, Overall Satisfaction and Borough


1998-2017

Usually Sometimes

‘98 ‘99 ‘00 ‘01 ‘03 ‘04 ‘05 ‘06 ‘07 ‘08 ‘11 ‘12 ‘13 ‘14 ‘15 ‘16 ’17 ‘98 ‘99 ‘00 ‘01 ‘03 ‘04 ‘05 ‘06 ‘07 ‘08 ‘11 ‘12 ‘13 ‘14 ‘15 ‘16 ’17

% % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % %

Total 63 52 57 57 57 59 56 57 52 53 53 53 53 43 36 3950

h30 37 34 34 35 33 36 33 37 36 37 35 36 43 49 44

39

i

User

Frequency

Frequent 61 49 55 54 56 56 54 55 50 51 52 51 52 41 34 3748

h32 40 37 38 37 35 37 36 39 38 38 38 36 45 51 46

41

i

Occasional 68 60 62 65 61 65 61 61 57 59 56 57 54 46 41 4654

h25 30 30 26 31 27 33 27 33 30 36 29 36 40 44 38 36

Overall

Satisfaction

Satisfied 68 59 64 65 65 67 64 64 60 61 59 59 59 51 43 4859

h27 33 30 30 31 28 31 29 33 31 33 32 33 39 47 42

34

i

Dissatisfied 47 31 34 28 30 30 29 28 25 26 31 30 28 21 21 21 25 39 50 48 49 48 54 51 50 56 54 50 48 47 54 53 4855

h

Borough of

Residence

Bronx 53 49 59 62 58 56 52 52 50 52 50 48 54 42 39 3651

h36 40 32 32 35 36 38 34 41 38 42 40 40 47 43 47

39

i

Manhattan 65 49 53 52 57 55 53 51 45 50 47 50 47 46 39 3747

h30 39 37 37 38 36 37 34 40 38 43 35 42 41 44 46 40

Queens 60 51 54 57 59 61 60 59 56 50 61 56 54 48 38 4453

h32 38 38 32 34 31 31 34 33 36 29 32 34 39 49 40 38

Brooklyn 64 52 56 54 53 57 55 54 49 53 48 53 51 38 32 3748

h30 38 37 37 37 34 39 36 40 36 40 35 35 46 53 45 41

Staten Island 79 66 72 72 72 74 67 75 69 70 61 57 58 49 40 50 57 18 24 24 25 24 21 27 21 27 25 29 35 33 38 49 36 31

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Q40F

Q40F. Now think again about making reservations for a ride. In the past year, would you say that Access-A-Ride’s

Reservation Service has…?



1998-2017

Year

1998 1999 2000 2001 2003 2004 2005 2006 2007 2008 2011 2012 2013 2014 2015 2016 2017

n= (1734) (1988) (2011) (2004) (2006) (2015) (2012) (2003) (2010) (2004) (2001) (2008) (2002) (2006) (2003) (2001) (2003)

% % % % % % % % % % % % % % % % %

Improved 27 35 34 31 41 36 33 32 33 33 28 30 68 54 42 36 37

Stayed about the same 53 47 55 59 51 55 58 57 57 57 59 60 27 39 50 53 54

Gotten worse 13 12 8 7 5 4 5 5 5 7 10 7 2 4 4 7 5i

Don’t know/Refused 7 6 4 4 3 4 5 5 5 3 3 3 3 3 3 3 4h

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This question asked of:

Frequent/Occasional

Users who feel the

Reservation Service has

changed

Multiple Responses

Accepted; Select

Mentions

*Caution: Small Base

n/a=Data not available

Q40G

Q40G. In what ways has the Reservation Service (improved/gotten worse)?




1998-2017

Improved

1998 1999 2000 2001 2003 2004 2005 2006 2007 2008 2011 2012 2013 2014 2015 2016 2017

n= (452) (683) (676) (599) (826) (706) (632) (623) (651) (629) (542) (604) (1340) (1042) (849) (721) (729)

% % % % % % % % % % % % % % % % %

Manner/Performance of

reservationistsn/a n/a n/a n/a n/a 25 25 26 30 30 36 35 30 31 29 40 39

Phone answering promptness 13 13 18 16 35 23 27 18 26 25 25 26 57 46 39 26 24

On-time performance 15 23 29 19 21 26 21 31 29 23 21 19 10 16 12 12 16

Reservationists’ knowledge n/a n/a n/a n/a n/a n/a - 2 4 9 11 7 7 6 6 8 5

Number of errors n/a n/a n/a n/a n/a n/a - <1 2 4 3 1 3 2 2 3 4

Can’t understand/Don’t speak

Englishn/a n/a n/a n/a n/a n/a - 1 1 2 2 <1 3 2 2 2 2


(Unspecified)n/a n/a n/a n/a n/a n/a - 3 1 1 3 1 1 <1 1 1 1

Hours/Schedules/Routes 4 3 1 6 7 6 10 3 1 1 2 4 <1 <1 9 1 3h

Non-specific reference to service n/a n/a n/a n/a n/a n/a 3 10 15 10 10 6 1 1 3 1 2

Get put on hold too long/too

frequentlyn/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a




1998-2016

Gotten Worse

1998 1999 2000 2001 2003 2004 2005 2006 2007 2008 2011 2012 2013 2014 2015 2016 2017

n= (230) (247) (152) (155) (113) (91) (109) (115) (108) (149) (198) (159) (45)* (84) (88) (150) (110)

% % % % % % % % % % % % % % % % %

Manner/Performance of

reservationistsn/a n/a n/a n/a n/a n/a 2 24 26 21 38 30 11 16 11 18 16

Phone answering promptness 22 37 6 13 11 5 16 22 22 32 29 31 20 6 6 3 9

On-time performance 14 27 18 22 22 30 20 36 21 11 8 10 26 39 44 25 17

Reservationists’ knowledge n/a n/a n/a n/a n/a n/a - - 2 7 8 11 6 10 2 8 4

Number of errors n/a n/a n/a n/a n/a n/a 10 14 11 10 10 8 5 8 15 16 19

Can’t understand/Don’t speak

Englishn/a n/a n/a n/a n/a n/a - 5 4 6 7 5 4 4 2 2 1


(Unspecified)n/a n/a n/a n/a n/a n/a 2 6 5 2 9 1 2 - - 4 3

Hours/Schedules/Routes 8 7 7 23 17 17 18 8 4 7 6 4 - 6 10 4 2

Non-specific reference to service n/a n/a n/a n/a n/a n/a - 1 - - 2 - 1 - - - -

Get put on hold too long/too

frequentlyn/a n/a n/a n/a n/a n/a - - 9 20 14 24 2 6 5 4 4

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This question asked of: Frequent/Occasional Users1Starting in 2017, this question asked of: Frequent/Occasional Users who were picked-up2This question asked of: Frequent/Occasional Users who needed driver’s assistance

*Note: Changed in 2004 to “no later than 30 minutes after the time of your scheduled pick-up”

n/a=Data not available

Q21A, 23, 23A, 24, 30A-B

Q21A. Were you picked up by Access-A-Ride within the standard for on-time pickup? That is, no later than 30 minutes after the time you were

scheduled to be picked up.

Q23. Was the driver courteous?

Q23A. Did the driver operate the vehicle in a careful and safe manner?

Q24. Did the trip take a reasonable amount of time?

Q30A. Speaking again about your last Access-A-Ride trip, did you need the driver’s assistance after you were out of the vehicle?

Q30B. Did the driver assist you after you were getting out of the vehicle?

Overview of Performance of Key Elements of the Last Trip with Access-A-Ride


1997-2017

Year

1997 1998 1999 2000 2001 2003 2004 2005 2006 2007 2008 2011 2012 2013 2014 2015 2016 2017

On Time Pick-up n= (1540) (1734) (1988) (2011) (2004) (2006) (2015) (2012) (2003) (2010) (2004) (2001) (2008) (2002) (2006) (2003) (2001) (2003)

Picked up no later than 30 minutes after the

time you were scheduled to be picked up*82% 79% 74% 80% 82% 82% 84% 83% 81% 85% 84% 83% 85% 84% 79% 76% 78% 81%h

Courtesy of Driver1 n= (1540) (1734) (1988) (2011) (2004) (2006) (2015) (2012) (2003) (2010) (2004) (2001) (2008) (2002) (2006) (2003) (2001) (1998)

Driver was courteous 96% 96% 95% 95% 95% 96% 96% 95% 96% 95% 96% 96% 96% 96% 96% 96% 93% 96%h

Operation of Vehicle1 n= n/a (1734) (1988) (2011) (2004) (2006) (2015) (2012) (2003) (2010) (2004) (2001) (2008) (2002) (2006) (2003) (2001) (1998)

Driver operated the vehicle in a careful and safe

mannern/a 96% 96% 96% 96% 96% 97% 96% 96% 97% 97% 97% 96% 96% 97% 96% 95% 97%h

Trip Time1 n= n/a (1734) (1988) (2011) (2004) (2006) (2015) (2012) (2003) (2010) (2004) (2001) (2008) (2002) (2006) (2003) (2001) (1998)

Trip took a reasonable amount of time 86% 88% 89% 89% 90% 89% 89% 90% 91% 92% 89% 90% 91% 88% 87% 86% 85% 88%h

Driver’s Assistance1 n= (1540) (1734) (1988) (2011) (2004) (2006) (2015) (2012) (2003) (2010) (2004) (2001) (2008) (2002) (2006) (2003) (2001) (1998)

Needed driver’s assistance after out of the

vehicle43% 42% 42% 38% 27% 27% 27% 23% 22% 28% 30% 35% 34% 34% 36% 38% 37% 35%

Driver’s Offer of Assistance2 n= (679) (742) (837) (783) (597) (579) (565) (489) (459) (573) (598) (693) (680) (675) (723) (759) (725) (689)

Driver offered to assist 91% 95% 95% 89% 90% 89% 88% 88% 88% 89% 89% 90% 92% 92% 93% 93% 91% 91%

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Q57

Q57. Besides calling for reservations or calling on the day of your trip, have you ever called Access-A-Ride to ask a question or

report a problem?

Ever Called Access-A-Ride To Ask a Question or Report a Problem

By User Frequency, Borough of Residence and Level of Satisfaction

1997-2017

Year

1997 1998 1999 2000 2001 2003 2004 2005 2006 2007 2008 2011 2012 2013 2014 2015 2016 2017

Total n= (1840) (2034) (2289) (2314) (2305) (2307) (2318) (2313) (2306) (2312) (2305) (2301) (2309) (2303) (2304) (2303) (2301) (2303)

43% 43% 43% 45% 40% 43% 42% 44% 42% 47% 44% 43% 51% 53% 58% 62% 64% 59%i

Frequent Users n= (1064) (1204) (1350) (1385) (1377) (1381) (1385) (1384) (1375) (1384) (1376) (1376) (1377) (1376) (1380) (1378) (1375) (1378)

53% 50% 48% 52% 46% 48% 48% 49% 50% 54% 51% 51% 60% 62% 64% 70% 72% 68%i

Occasional Users n= (476) (530) (638) (626) (627) (625) (630) (628) (628) (626) (628) (625) (631) (626) (626) (625) (626) (625)

37% 34% 37% 37% 32% 39% 33% 38% 35% 42% 36% 35% 42% 41% 52% 55% 55% 51%

Infrequent Users n= (300) (300) (301) (303) (301) (301) (303) (301) (303) (302) (301) (300) (301) (301) (298) (300) (300) (300)

23% 27% 29% 31% 30% 32% 33% 34% 24% 27% 27% 25% 30% 33% 41% 39% 47% 38%i

Satisfied (Frequent/Occasional Users) n= (1137) (1292) (1446) (1521) (1613) (1593) (1553) (1567) (1571) (1567) (1506) (1523) (1583) (1584) (1472) (1328) (1316) (1467)

42% 41% 39% 40% 37% 41% 39% 41% 41% 46% 43% 41% 50% 53% 55% 60% 61% 58%

Dissatisfied (Frequent/Occasional Users) n= (396) (427) (510) (405) (377) (401) (390) (406) (382) (373) (412) (433) (375) (354) (505) (607) (638) (484)

64% 59% 63% 68% 60% 63% 59% 63% 61% 69% 60% 63% 72% 72% 77% 78% 79% 80%

Bronx (Frequent/Occasional Users) n= (339) (364) (342) (432) (426) (426) (425) (426) (426) (423) (424) (424) (422) (425) (428) (428) (422) (425)

53% 51% 41% 48% 45% 42% 49% 49% 47% 51% 47% 47% 52% 56% 61% 69% 70% 67%

Manhattan (Frequent/Occasional Users) n= (325) (373) (406) (427) (425) (426) (430) (425) (426) (434) (428) (428) (437) (430) (425) (430) (427) (434)

48% 52% 52% 54% 46% 52% 50% 48% 51% 53% 51% 50% 60% 62% 66% 69% 70% 65%

Queens (Frequent/Occasional Users) n= (325) (375) (460) (426) (425) (426) (424) (426) (428) (424) (389) (427) (429) (419) (425) (425) (431) (428)

40% 44% 41% 48% 43% 48% 44% 46% 48% 51% 49% 43% 56% 54% 62% 65% 65% 57%i

Brooklyn (Frequent/Occasional Users) n= (325) (376) (478) (425) (426) (429) (433) (432) (423) (429) (481) (420) (421) (426) (424) (417) (419) (416)

53% 45% 50% 47% 41% 44% 40% 45% 43% 51% 45% 48% 53% 56% 58% 64% 67% 64%

Staten Island (Frequent/Occasional n= (226) (246) (302) (301) (302) (300) (303) (303) (300) (300) (282) (302) (299) (302) (304) (303) (302) (300)

Users) 42% 34% 34% 34% 31% 37% 33% 35% 35% 40% 41% 37% 51% 51% 56% 57% 58% 60%

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Methodology Charts

Using sampling techniques, we can estimate the responses of an entire population without having to interview everyone in the target

group. There are mathematical means to measure how close our random-sample estimate comes to the 'true' value of the population.

For the 2,303 interviews conducted for the Customer Satisfaction survey, we can expect the values from our sample to be within 2

percentage points of the true population value, 95 percent of the time. That means, if we get a value of 50 percent from our sample, we

can be 95 percent sure that the population value is somewhere between 48 and 52 percent. This measure of the difference of the

sample value from the true value, called the 'margin of error' will vary with the size of the sample and the results received.

The chart below details the margin of error by the user segments surveyed.

If the percentage found is around: 50%

40%

or

60%

30%

or

70%

20%

or

80%

10%

or

90%

1%

or

99%

Then, the standard error,

in percentage points would be:

Total Sample (n = 2303) ±2.0 ±2.0 ±1.9 ±1.6 ±1.2 ±0.4

Frequent Users (n = 1378) ±2.6 ±2.6 ±2.4 ±2.1 ±1.6 ±0.5

Occasional Users (n = 625) ±3.9 ±3.8 ±3.6 ±3.1 ±2.4 ±0.8

Infrequent Users (n = 300) ±5.7 ±5.5 ±5.2 ±4.5 ±3.4 ±1.1

For example, if a question in the study asked among the Total Sample yielded a percentage of 20%, then we can be

sure 95 out of 100 times that the true percentage would lie between 18.4% and 21.6% (20% ± 1.6 percentage points).

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Methodology Charts (continued)

The charts below detail the user segments surveyed, as defined by the frequency of AAR ride requests made between July and

September 2017:


July-September 2017

AAR User Segment # of Interviews Frequency of Ride Requests % of Registrants % of Requests

Frequent Users 1378 25+ requests May-July 5% 76%

Occasional Users 625 7-24 requests May-July 12% 18%

Infrequent Users 300 1-6 requests May-July 24% 6%

Total 2303

Completed Interviewsn= (2303)

Bronx 491

Frequent 301

Occasional 125

Infrequent 65

Brooklyn 490

Frequent 300

Occasional 125

Infrequent 65

Manhattan 492

Frequent 302

Occasional 125

Infrequent 65

Queens 490

Frequent 300

Occasional 125

Infrequent 65

Staten Island 340

Frequent 175

Occasional 125

Infrequent 40

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Methodology Charts (continued)

The survey data were weighted to better represent the actual number of active registrants in each borough (the universe). For

example, the number of completed surveys among frequent users in the Bronx for the 2017 study was 301, which represents 21.8% of

the total sample of 1,378 frequent users surveyed. However, in the real universe of 22,341 frequent users, the Bronx only represents

18.0%. Therefore, a weighting factor of less than one (in this case 0.825000) is applied to each respondent from the Bronx frequent

user segment so that in total they will now represent only 18.0% of the total. The weighting factors are determined by dividing the

target number of completes in a segment that will be representative of the actual universe (e.g., 248 actual Bronx frequent users) by

the number of surveys completed among that segment (e.g. 301 Bronx frequent user completes), which in this case gives you

0.825000.

Weights

Completes % of Completes Universe % of Uni. Target Weight

Bronx-Frequent 301 21.8% 4026 18.0% 248 0.825000

Brooklyn-Frequent 291 21.1% 8187 36.6% 505 1.735315

Manhattan-Frequent 309 22.4% 3009 13.5% 186 0.600635

Queens-Frequent 303 22.0% 5481 24.5% 338 1.115742

Staten Island-Frequent 174 12.6% 1638 7.3% 101 0.580646

Total-Frequent 1378 22341 1378

Bronx-Occasional 124 19.8% 4599 17.5% 110 0.883603

Brooklyn-Occasional 125 20.0% 9704 37.0% 231 1.849508

Manhattan-Occasional 125 20.0% 3784 14.4% 90 0.721201

Queens-Occasional 125 20.0% 6265 23.9% 149 1.194061

Staten Island-Occasional 126 20.2% 1882 7.2% 45 0.355848

Total-Occasional 625 26234 625

Bronx-Infrequent 67 22.3% 5761 16.6% 50 0.744288

Brooklyn-Infrequent 65 21.7% 12896 37.2% 112 1.717352

Manhattan-Infrequent 63 21.0% 4714 13.6% 41 0.647689

Queens-Infrequent 65 21.7% 8629 24.9% 75 1.149119

Staten Island-Infrequent 40 13.3% 2658 7.7% 23 0.575192

Total-Infrequent 300 34658 300

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