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Metro Transit Light-Rail Rider Survey

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Metro Transit Light-Rail Rider Survey. FINDINGS AND RECOMMENDATIONS. Prepared by: DECEMBER 2008. PERISCOPE. Background and Methodology. - PowerPoint PPT Presentation
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Prepared by: DECEMBER 2008 Metro Transit Light-Rail Rider Survey FINDINGS AND RECOMMENDATIONS PERISCOPE
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Page 1: Metro Transit Light-Rail Rider Survey

Prepared by:

DECEMBER 2008

Metro TransitLight-Rail Rider Survey

FINDINGS AND RECOMMENDATIONS

PERISCOPE

Page 2: Metro Transit Light-Rail Rider Survey

Page 2

Background and Methodology

Metro Transit recently completed the 13th wave of its rider survey. This annual research project was initiated in 1993, and is overseen by Metro Transit’s Customer Service and Marketing departments. It is fielded to measure system-wide customer service and satisfaction levels. The research quantifies the opinions and perceptions of customers, measures the effectiveness of existing service and communications programs, and helps determine the elements of Metro Transit’s service which are most important to customers. As with recent waves of research, we will again used a distinct survey for light-rail riders. The deliverables are comparative reports outlining Metro Transit’s performance relative to previous years of bus and rail ridership. One additional report will be prepared that compares bus and light-rail results for questions that are common to both surveys.

Page 3: Metro Transit Light-Rail Rider Survey

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Background and Methodology (continued)

Notable changes were made to this 2008 light-rail rider study from the previous wave conducted in 2006. It is important to take note of these changes in methodology when considering differences in findings between the two studies.

Several questions and/or possible responses were altered in 2006 to better understand rider behavior and more closely match the bus rider study. Some additional changes were also made to this wave of research.

The dates, hours and number of stations increased in order to gather a broader set of data, as follows:

StationWednesday

10/25/06Saturday 10/18/06

Wednesday 10/29/08 Sunday 10/26/2008

Warehouse District/Hennepin Ave 6am - 6:30pm 9am - 6:30pm 6am - 6:30pm 9am - 6:30pmNicollet Mall 6am - 6:30pm 9am - 6:30pm 6am - 6:30pm 9am - 6:30pmGovernment Plaza 6am - 6:30pm 9am - 6:30pm 6am - 6:30pm 9am - 6:30pmDowntown East/Metrodome 6am - 6:30pm 9am - 6:30pm 6am - 6:30pm N/ACedar-Riverside 6am - 6:30pm 9am - 6:30pm 6am - 6:30pm 9am - 6:30pmFranklin Ave 6am - 6:30pm 9am - 6:30pm 6am - 6:30pm 9am - 6:30pmLake St/ Midtown (Park & Ride) 6am - 6:30pm 9am - 6:30pm 6am - 6:30pm 9am - 6:30pm38th Street 6am - 6:30pm 9am - 6:30pm 6am - 6:30pm 9am - 6:30pm46th Street 6am - 6:30pm 9am - 6:30pm 6am - 6:30pm 9am - 6:30pm50th St/ Minnehaha Park 6am - 6:30pm 9am - 6:30pm 6am - 6:30pm 9am - 6:30pmVA Medical Center 6am - 6:30pm 9am - 6:30pm 6am - 6:30pm 9am - 6:30pmFort Snelling (Park & Ride) 6am - 6:30pm 9am - 6:30pm 6am - 6:30pm 9am - 6:30pmAirport-Lindbergh 6am - 6:30pm 9am - 6:30pm 6am - 6:30pm 9am - 6:30pmAirport-Humphrey N/A N/A 6am - 6:30pm 9am - 6:30pmBloomington Central N/A N/A 6am - 6:30pm 9am - 6:30pm28th Avenue (Park & Ride) 6am - 6:30pm 9am - 6:30pm 6am - 6:30pm 9am - 6:30pmMall of America 6am - 6:30pm 9am - 6:30pm 6am - 6:30pm 9am - 6:30pm

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Background and Methodology

The number of completes and the response rate decreased slightly for this latest study. In total, 1,461 surveys were completed, achieving a response rate of approximately 15% for 2008, compared to 1,598 surveys completed and a response rate of 16% for the 2006 rider study.

*Downtown East/Metrodome Terminal was not sampled on Sunday because it was closed.

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Background

The chart below can be used to determine the approximate confidence interval (CI) of the data collected in the 2008 wave of research and presented in this report. The CI for data is a direct result of the sample size (N) (i.e., the number answering each question) and thus varies for each question based on the number of completes. The table presents the CI for sample sizes in increments of 500 assuming a 95% confidence level. In this manner, we would thus be able to determine that a question with N=4,500 would be accurate to within ±1.46% and a question with N=3,250 would be accurate to between ±1.66% and ±1.79%.

Sample Size

Confidence Interval

500 ±4.38%

1,000 ±3.10%

1,500 ±2.53%

2,000 ±2.19%

Page 6: Metro Transit Light-Rail Rider Survey

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Objectives

The specific objectives of this research are as follows: To determine why customers ride the bus or light-rail. To identify the primary sources of bus/light-rail information. To assess how well Metro Transit communicates with customers in a variety of areas. To evaluate riders’ overall level of satisfaction with Metro Transit. To determine riders’ levels of satisfaction with several specific components of service, as well as

identify which components impact overall satisfaction the most. To identify which service elements are of greatest importance to customers. To evaluate which possible service improvements are most important to riders. To assess demographic characteristics of current riders. To monitor attitudinal shifts from wave to wave.

*Humphrey Terminal was not sampled because it was closed. Bloomington Central was not sampled because of low usage.

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Methodology

For the 2008 research, we again fielded two distinct surveys: one for light-rail riders and one for bus riders. Unlike the bus, where the driver can actively distribute surveys, we do not have the same fielding option for the train. For riders of the light-rail system, surveys were distributed at stations along the Hiawatha line. Trained field staff were placed at these stations to distribute surveys to riders as they waited for their train. Those light-rail riders received a survey and were given the option of returning the completed survey by mail or completing the survey online. Due to a small online sample size, those results were not included in this report. We anticipated distributing about 20,000 bus surveys and 10,000 light-rail surveys. As in the past, surveys were distributed on both weekdays and weekends, per our sampling plan. 1,461 light-rail surveys were returned. Once collected, the surveys were scanned and subsequently analyzed. These numbers provide for excellent statistical reliability to compare wave to wave.

In previous waves, surveys were distributed on a weekday and on a Saturday. Due to construction on the light-rail train, 2008 surveys were distributed on Wednesday and Sunday (instead of Saturday).

Page 8: Metro Transit Light-Rail Rider Survey

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The 2008 study showed an increase in advance-purchase fares such as Go-To Cards and other passes and a decrease in the percentage using cash and ticket vending machines.

Unlike those using the bus, the age profile for train users shows an increase in those in the 25-34 range (compared to an increase in the 18-24 age range for bus) – typically, people who are no longer in school but are active in the workforce. This shift is also seen in an increase of those reporting rush-hour ridership..

There continues to be an increase in those boarding at the 38th Street station and a decrease in 46th Street and Fort Snelling (Park & Ride) station boardings. Riders are increasingly taking the LRT to the Airport-Lindbergh Terminal.

Respondents who drive to Park & Ride lots continue to decrease slightly as those walking or taking the bus continue to increase slightly.

Usage of the Metro Transit website currently is focused on general transit usage information such as route and schedule information.

Fewer train departures were made at downtown stations and more departures were made at airport stations during this 2008 study relative to previous waves.

Observations

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The percentage having used transit service for 2 or more years increased and the percentage having used transit service for less than two years decreased, perhaps suggesting a maturation on transit service usage. This is similar to findings in the bus survey.

Ratings of Metro Transit information attributes and overall satisfaction remain consistent with previous waves. Perceptions of train service are slightly down. Opinions relating to the cleanliness and comfort, security and safety, service hours, announcements and convenience are all down. As with bus, this may be in part due to increased train usage, larger numbers using the trains, and new riders with new expectations.

Observations (continued)

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As Go-To cards and pre-paid usage continues to rise, we should promote the ability to use the Light-Rail beyond the daily commute. The Hiawatha line runs close to event venues and popular destinations and the flexibility of our cards encourages multi-modal transportation and allows for easy transfers. Our key growth areas are off-peak and we should leverage the flexibility of our existing programs to increase ridership beyond the already saturated commute.

Rush hour ridership continues to grow as our 25-34 year-old segment increases. The trains are congested, and in order to cut through that we should promote our alternative modes of transportation such as ride-share and bike-friendly resources. Commuter Challenge seems to be a strong avenue, with an increase in exposure and online efforts.

Riders frequently access the web for route information, yet we can be more dynamic then giving them a time and a place. We should utilize the web space to inform riders about alternative modes of transportation, the advantages of off-peak ridership, and the flexibility of our programs and transfers. If they are only going to specific pages, we should entice them to further explore through compelling copy, links and FFEs

Like the bus, we saw a dip in perceived service, safety and communication. We should utilize the amount of platform space as well as train interiors to display messaging to reassure riders and provide commuter tips that are beneficial to those who ride.

Communications Implications

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The percentage of both bus and train users continues to grow in the younger demographics. There seems to be an opportunity to focus on these student and early-career audiences through the increased focus on existing Metro Transit programs such as prepaid fares (e.g., U-Pass/Go-To College Pass or Go-To cards) and other programs such Commuter Challenge. Continued growth among these audiences may benefit the image of Metro Transit as a socially accepted or even preferred form of transportation - e.g., young and hip.

Communications Implications (continued)

Page 12: Metro Transit Light-Rail Rider Survey

CUSTOMER COMPOSITION

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Half of those surveyed ride the train five days per week.

“HOW MANY DAYS PER WEEK DO YOU (USUALLY) RIDE THE TRAIN?”

N = 1,409*Not an option.

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Sixty-seven percent of respondents, a 17% increase from 2006, have used Metro Transit service for more than two years.

“HOW LONG HAVE YOU USED METRO TRANSIT SERVICE?”

N = 1,432Note: 2005 options phrased: More than 5 Years, 1 to 5 Years, 1 Month to 1 Year, Less than 1 Month, New Rider Since Train. 21% of 2005 respondents indicated that they were a New Transit Rider Since Train Service Began – this was only an option in 2005.

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Forty-six percent of respondents indicated that the train’s introduction “greatly influenced” their decision to use Transit.

“HOW MUCH DID THE INTRODUCTION OF THE LIGHT-RAIL TRAIN INFLUENCEYOUR DECISION TO USE METRO TRANSIT SERVICE OR REGIONAL BUS SERVICE?”

N = 1,397Note: Question was not asked in 2005.*Not an option.

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Similar to 2006, more than half of respondents indicated that they use Metro Transit service for the State Fair and for sporting events.

“PLEASE INDICATE FOR WHICH OF THE FOLLOWING SPECIAL EVENTSYOU USE METRO TRANSIT SERVICE?”

N = 1,073Note: Question was not asked in 2005. Multiple responses allowed; totals may not equal 100%. .*Not an option.

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Friend/Family/Coworker and Employer show the strongest influence on the decision to use Transit.

“WHAT INFLUENCED YOUR DECISION TO FIRST TRY TRANSIT?”

N = 1,380Note: “Friend/Family/Coworker” was phrased “Friend/Coworker” in 2005 version. Options deleted from previous waves: “1-800-NEWRIDER,” “How to Ride Video,” “On My Own.” 59% of 2006 and 64% of 2005 respondents indicated “On My Own.” Multiple responses were allowed in 2008; totals may not equal 100%.*Not an option.

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Racial or ethnic backgrounds were very consistent with 2006, though the percentage of Caucasians is trending downward.

“WHICH BEST DESCRIBES YOUR RACIAL OR ETHNIC BACKGROUND?”

N = 1,396

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Eighty-five percent of respondents fall between the ages of 25 and 64, a 4% increase from 2006.

“WHAT IS YOUR AGE?”

N = 1,426

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Females continue to outnumber males consistently from year to year.

“ARE YOU…?”

N = 1,308

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Income distribution remains consistent with previous waves.

“APPROXIMATELY WHAT WAS YOUR FAMILY’S TOTAL INCOME LAST YEAR BEFORE TAXES?”

N = 1,344*2005 version phrased: “$70,000 or More”; 2006 $70,000 or more = 34%; 2008 $70,000 or more = 36%.

36%

Page 22: Metro Transit Light-Rail Rider Survey

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“Convenience” and “Saves Money on Parking” are the primary reasons respondents use Transit. “Avoids Stress of Driving” responses decreased 4% from 2006.

“WHAT IS THE ONE MAIN REASON YOU USE THE TRAIN?”

N = 1,451Note: 2005 was single response only and therefore results are not included. Multiple responses allowed; totals may not equal 100%.Also see supplemental data “one main reason no mult response”. *Not an option.

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Similar to 2006, the majority of respondents have one or two working automobiles available for their use.

“HOW MANY WORKING AUTOMOBILES DO YOU HAVE AVAILABLE FOR YOUR USE?”

N = 1,414

Page 24: Metro Transit Light-Rail Rider Survey

RIDING PATTERNS

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Top 10 ZIP Codes: Trip Begun

“FROM WHICH ZIP CODE DID YOU BEGIN YOUR COMMUTE TODAY?”

N = 1,518Note: Top ten responses in order of frequency (most to least).

2008 2006

Station/CityZIP

Code %ZIP

Code %

46th St Station / 38th St Station / Lake St Station / Park & Ride 5540616.2% 55406

17.0%

50th St Station / VA Medical Center Station 5541713.1% 55417

10.7%

Lake St Station / Park & Ride 55407 5.4% 55407 4.7%Franklin Ave Station / Cedar-Riverside Station 55404 3.3% 55116 3.8%Highland Park / Ft Snelling / VA Medical Center / 50th St / 46th St Stations 55116 2.8% 55404 3.1%Apple Valley / Ft Snelling Station / Mall of America 55403 2.8% 55122 3.0%Uptown / Loring Park / Kenwood (Downtown Stations) 55124 2.4% 55403 2.7%Bloomington / Mall of America / 28th Ave Station / Park & Ride 55420 2.3% 55124 2.6%Eagan 55123 2.2% 55420 2.6%Richfield 55423 2.2% 55454 2.1%

Totals  52.7%  

52.2%

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Top 10 ZIP Codes: Trip Ended

“TO WHICH ZIP CODE ARE YOU COMMUTING TODAY?”

N = 1,164Note: Top ten responses in order of frequency (most to least).

2008 2006

Station/CityZIP

Code %ZIP

Code %

Warehouse Station / Nicollet Mall Station / Government Plaza Station 5540229.2% 55402 29.0%

Warehouse Station / Nicollet Mall Station (East Warehouse District) 55401 9.7% 55401 10.4%Metrodome Station 55415 6.5% 55415 7.9%Humphrey Terminal / Lindbergh Terminal 55111 6.1% 55403 5.8%Warehouse Station / Nicollet Mall Station (Loring Park) 55403 5.9% 55111 5.2%50th St Station / VA Medical Center Station 55417 4.3% 55455 5.1%Cedar-Riverside (East Bank) 55455 4.2% 55417 4.9%46th St Station / 38th St Station / Lake St Station / Park & Ride 55406 3.8% 55425 3.5%Mall of America / 28th Ave Station / Bloomington Central Station / Park & Ride 55425 3.3% 55406 3.1%Nicollet Mall Station 55487 2.1% 55404 1.9%

Totals  75.2%   76.8%

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Train boardings were very similar to 2006 results with a 3% increase in the 38th Street station and a significant decrease (5%) in the 46th Street station.

“AT WHICH STATION DID YOU BOARD THE TRAIN TODAY?”

N = 1,438Note: Downtown East/Metrodome was not included in weekend data collection (10/26/08) due to platform maintenance.*Not an option.

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Over half of respondents (58%) departed the train at a downtown station. There was also a significant increase in departures from the Airport-Lindbergh station, increasing 4% from 2006 to 12%.

“AT WHICH STATION DID YOU DEPART THE TRAIN TODAY?”

N = 1,432*Not an option.

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Similar to 2006, nearly two-thirds of participants ride on weekdays. 33% indicated that they ride on both weekends and weekdays, a 4% increase from 2006.

“ON WHICH DAY(S) OF THE WEEK DO YOU USUALLY RIDE THE TRAIN?”

N = 1,394Note: 2005 data is not included due to changes in response options.

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Seventy-one percent of respondents use the train during rush-hour periods, a 4% increase from 2006.

“WHEN DO YOU USUALLY RIDE THE TRAIN?”

N = 1,254Note: 2005 data is not included due to changes in response options.

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Usage of cash to pay fare decreased from 32% to 20% in 2008 and Metropass usage increased 7% to 24%.

“HOW DID YOU PAY YOUR FARE TODAY?”

N = 1,412Note: “U-Pass” and “Go-To College Pass” were combined as one option in 2006. Cost of Monthly Rail Passes increased from $40 to $76 in 2005. *Not an option.**SuperSaver was added in 2008.

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The number of respondents who indicated that they “Never” use a ticket vending machine to pay their fare increased 11% to 46% in 2008.

“HOW OFTEN DO YOU USE A TICKET VENDING MACHINE TO PAY YOUR FARE?”

N = 1,435Note: Question was not asked in 2005.

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Half of respondents indicated their employers offer Transit passes.

“DOES YOUR EMPLOYER OFFER TRANSIT PASSES?”

N = 1,364

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Eighty percent of respondents with employers who offer Transit passes indicated that their employer shares part of the Transit pass cost.

“IF YOUR EMPLOYER OFFERS TRANSIT PASSES, DOES IT SHARE PART OF THE COST?”

N = 661Note: Question was only asked of respondents who indicated that their employer does offer Transit passes. Previous waves are not included because the data is not comparable. A slide with data from all three waves is included in the Appendix.

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Metro Transit’s website remains the primary source of information for respondents.

“WHAT IS YOUR PRIMARY SOURCE FOR TRANSIT INFORMATION?”

N = 1,428Note: “On-Board Cards” was phrased “Interior Cards” in the 2005 version. Multiple responses allowed in 2008; totals may not equal 100%. .*Not an option.

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Of those respondents who use www.metrotransit.org, over half use the Route/Schedule Pages (67%) and the Trip Planner (54%).

“IF YOU USE METROTRANSIT.ORG, WHICH FEATURES DO YOU USE?”

N = 1,024Note: Multiple responses allowed; totals may not equal 100%. .

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Seventy-four percent of respondents take the train to work.

“WHAT IS THE PRIMARY PURPOSE OF YOUR TRIP TODAY?”

N = 1,449Note: Multiple responses allowed in 2008; totals may not equal 100%.

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Drive to Park & Ride (27%), Bus (27%) and Walk (26%) were the top three responses to how respondents got to the train station.

“WHEN YOU BEGAN YOUR COMMUTE TODAY, HOW DID YOU GET TO THE TRAIN STATION?”

N = 1,433

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Over half of respondents (56%) traveled over 1 mile to get to their train station.

“HOW FAR WOULD YOU ESTIMATE YOU TRAVELED TO GET TO THE LIGHT-RAIL STATION WHERE YOU BEGAN YOUR TRIP?”

N = 1,406

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Over half of respondents (58%) traveled ¼ mile or less to their final destination from the train station.

“HOW FAR WOULD YOU ESTIMATE YOU WILL TRAVEL FROM YOUR LAST TRAIN (OR BUS) TO YOUR DESTINATION?”

N = 1,407

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Similar to 2006 results, 42% of respondents indicated that they would transfer to a bus to complete their trip.

“WILL YOU TRANSFER TO/FROM A BUS TO COMPLETE YOUR TRIP TODAY?”

N = 1,439

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Among those who do transfer, the majority take one bus (in addition to the train) to complete their trip. These results are comparable to previous waves.

“HOW MANY BUSES WILL YOU TAKE TO COMPLETE YOUR ONE-WAY TRIP?”

N = 603Note: Question was only asked of those respondents who indicated that they would transfer to/from a bus as part of their trip.

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Slightly less than half of respondents would have otherwise driven alone had the train not been available; this percentage continues to decrease from wave to wave, as taking the bus slowly increases.

“IF THE TRAIN HAD NOT BEEN AVAILABLE, HOW WOULD YOU HAVE MADE THIS TRIP?”

N = 1,341

Page 44: Metro Transit Light-Rail Rider Survey

RATINGS

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Nearly all consider the information provided on the Transit System Map to be good or excellent.

RATING: CLEAR, ACCURATE ROUTE INFORMATION IN THE TRANSIT SYSTEM MAP

N = 1,180Note: Arrow in the above table indicates direction of change over previous year’s top two box results. “Don’t Know” responses are not included.

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The majority of respondents (88%) consider the courteousness of customer service on the information line to be good to excellent.

RATING: COURTEOUS CUSTOMER SERVICE ON THE METRO TRANSIT INFORMATION LINE (612-373-3333)

N = 649Note: Arrow in the above table indicates direction of change over previous year’s top two box results. “Don’t Know” responses are not included.

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The information given out over the Metro Transit information line continues to be rated good to excellent.

RATING: CLEAR, ACCURATE INFORMATION ON THE METRO TRANSIT INFORMATION LINE(612-373-3333)

N = 710Note: Arrow in the above table indicates direction of change over previous year’s top two box results. “Don’t Know” responses are not included.

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As in previous waves, 90% of respondents indicated that the accuracy of the information in printed schedules is good to excellent.

RATING: CLEAR, ACCURATE INFORMATION IN PRINTED SCHEDULES

N = 1,133Note: Arrow in the above table indicates direction of change over previous year’s top two box results. “Don’t Know” responses are not included.

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Eighty-one percent of those surveyed rated the information provided in train shelters as good or excellent, a 4% increase over 2006.

RATING: CLEAR, ACCURATE INFORMATION IN SHELTERS/PLATFORMS

N = 1,282Note: Arrow in the above table indicates direction of change over previous year’s top two box results. “Don’t Know” responses are not included.

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www.metrotransit.org continues to be rated good to excellent by the majority of respondents.

RATING: CLEAR, ACCURATE INFORMATION AT WWW.METROTRANSIT.ORG

N = 1,053Note: Arrow in the above table indicates direction of change over previous year’s top two box results. “Don’t Know” responses are not included.

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The majority of respondents continue to rate the courteousness of the service in Metro Transit stores as good or excellent.

RATING: COURTEOUS, EFFICIENT SERVICE FOR FARE CARD PURCHASES AND INFORMATION IN METRO TRANSIT STORES

N = 738Note: Arrow in the above table indicates direction of change over previous year’s top two box results. “Don’t Know” responses are not included.

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Eighty-six percent of respondents rated valuable bus riding information in TAKEOUT as good to excellent, but the percentage of respondents who rated it as excellent decreased 8% from 2006.

RATING: VALUABLE BUS RIDING INFORMATION IN TAKEOUT, DISTRIBUTED MONTHLY ON TRAINS

N = 705Note: Arrow in the above table indicates direction of change over previous year’s top two box results. “Don’t Know” responses are not included.

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Good to excellent ratings of information in On-Board cards remain consistent with 2006 results.

RATING: INFORMATION ABOUT METRO TRANSIT ON ON-BOARD CARDS*

N = 694Note: “Don’t Know” responses are not included. Arrow in the above table indicates direction of change over previous year’s top two box results.*2005 version phrased: “Information about Metro Transit on interior cards.”

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“Benefits the Community,” “Environmentally Friendly,” and “Easy to Use” are the services that riders most closely associated with Metro Transit. “CONSIDERING METRO TRANSIT AND THE SERVICES THAT THEY OFFER TO COMMUTERS IN

THE TWIN CITIES, PLEASE INDICATE HOW CLOSELY YOU ASSOCIATE THE FOLLOWING CHARACTERISTICS WITH THE ORGANIZATION.” 2008

3.57

3.49

3.47

3.23

3.10

3.05

3.04

2.63

Note: Numbers in gray are averages on a 4-point scale.

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Satisfaction remains high with Metro Transit service, but there was a significant decrease (5%) among respondents who strongly agreed with the statement.

N = 1,412Mean score: 3.32Note: “Don’t Know” responses are not included. Arrow in the above table indicates direction of change over previous year’s top two box results.

“PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH:OVERALL, YOU ARE SATISFIED WITH METRO TRANSIT SERVICE.”

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Ticket Vending Machine-Related

“PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH EACH OF THE FOLLOWING STATEMENTS.”

Note: “Don’t Know” responses are not included. Numbers in gray are averages on a 4-point scale.*Not an option.

2008 2006 2005

3.09 3.10 2.96

3.18 3.22 3.13

3.15 3.11 *

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Train-Related

“PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH EACH OF THE FOLLOWING STATEMENTS.”

Note: “Enough fast ways to pay your fare” was removed from the 2008 wave. Numbers in gray are averages on a 4-point scale.*Not an option.

2008 2006 2005

3.32 3.33 *

3.18 3.21 *

3.15 3.18 3.25

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Information-Related

“PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH EACH OF THE FOLLOWING STATEMENTS.”

2008 2006 2005

3.29 * *

2.94 2.93 *

3.20 3.17 *

3.26 3.26 *

3.15 3.17 3.26

Note: “Don’t Know” responses are not included. Numbers in gray are averages on a 4-point scale.*Not an option.

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Safety-Related

“PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH EACH OF THE FOLLOWING STATEMENTS.”

2008 2006 2005

3.27 3.27 3.29

3.13 3.13 3.18

2.72 2.75 *

3.05 3.08 3.08

Note: “Don’t Know” responses are not included. Numbers in gray are averages on a 4-point scale.*Not an option.

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Safety-Related (continued)

“PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH EACH OF THE FOLLOWING STATEMENTS.”

2008 2006 2005

3.33 3.33 3.37

2.84 2.84 2.97

3.37 3.36 3.39

2.90 2.92 3.00

Note: “Don’t Know” responses are not included. Numbers in gray are averages on a 4-point scale.

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Hours/Time-Related

“PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH EACH OF THE FOLLOWING STATEMENTS.”

2008 2006 2005

3.08 3.16 3.19

3.17 3.20 3.25

2.99 3.01 2.89

2.68 2.68 2.54

2.55 2.53 2.29

Note: “Don’t Know” responses are not included. Numbers in gray are averages on a 4-point scale.

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Driver-Related

“PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH EACH OF THE FOLLOWING STATEMENTS.”

2008 2006 2005

3.27 3.31 3.35

3.27 3.29 3.35

3.37 3.38 3.40

Note: “Don’t Know” responses are not included. Numbers in gray are averages on a 4-point scale.

Page 63: Metro Transit Light-Rail Rider Survey

Page 63

Announcements-Related

“PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH EACH OF THE FOLLOWING STATEMENTS.”

2008 2006 2005

3.02 3.10 *

3.12 3.18 *

3.47 3.48 *

Note: “Don’t Know” responses are not included. Numbers in gray are averages on a 4-point scale.*Not an option.

Page 64: Metro Transit Light-Rail Rider Survey

Page 64

Convenience-Related

“PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH EACH OF THE FOLLOWING STATEMENTS.”

Note: “Don’t Know” responses are not included. Numbers in gray are averages on a 4-point scale. Question was not asked in previous waves.**SuperSaver was added in 2008.

2008 2006 2005

3.38 3.26 3.16

3.39 3.45 3.42

3.07 2.99 2.98

3.59 * *

Page 65: Metro Transit Light-Rail Rider Survey

Page 65

APPENDIX:LIGHT-RAIL TRAIN

Page 66: Metro Transit Light-Rail Rider Survey

Page 66

Rankings: Perceptions of Metro Transit Light-Rail Train Service

“PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH EACH OF THE FOLLOWING STATEMENTS.”

 Statement Mean  Statement MeanGo-To Cards are convenient 3.59 Current transit signs are sufficient 3.15You are likely to recommend Metro Transit train service to family, friends or co-workers 3.47 Time spent waiting for ticket machine is not excessive 3.15SuperSaver 31-Day Passes are convenient 3.39 Trains are clean 3.15SuperSaver Stored Value Cards are convenient 3.38 Stations are clean 3.13You feel safe while riding the train during the day 3.37 On-board announcements are good 3.12Drivers operate trains in a safe and responsible manner 3.37 Ticket machines are reliable 3.09You feel safe while waiting for the train during the day 3.33 Hours of operation for train service are sufficient 3.08Trains are reliable 3.32 Park & Ride lots are conveniently located 3.07Overall, you are satisfied with Metro Transit service 3.32 You feel your car is safe in Park & Ride lots 3.05You are able to access route or schedule information using the Metro Transit information line (612-373-3333) 3.29 Platform announcements are good 3.02Metro Transit Police present a professional appearance 3.27 Transferring to a bus to complete your trip is not a problem 2.99

Stations are well lit 3.27 Time spent waiting to get transit information by phone is not excessive 2.94Metro Transit Police are courteous and helpful 3.27 You feel safe while riding the train at night 2.90metrotransit.org gives you the information you need 3.26 You feel safe while waiting for the train at night 2.84

There is enough information and updates in TAKEOUT 3.20There are an adequate number of Metro Transit Police and/or security features 2.72

Trains are comfortable 3.18There is an adequate amount of space on trains during morning rush hour 2.68

Ticket machines are easy to use 3.18There is an adequate amount of space on trains during evening rush hour 2.55

Time waiting for the train is not excessive 3.17

Page 67: Metro Transit Light-Rail Rider Survey

Page 67

“HOW LONG HAVE YOU USED METRO TRANSIT SERVICE?”

N = 1,432*Not an option.

Sixty-seven percent of respondents, a 17% increase from 2006, have used Metro Transit service for more than two years.

Page 68: Metro Transit Light-Rail Rider Survey

Page 68

2008 showed large increases across all options because, unlike previous waves of research, respondents were able to choose multiple influences.

“WHAT INFLUENCED YOUR DECISION TO FIRST TRY TRANSIT?”

N = 1,380Note: “Friend/Family/Coworker” was phrased “Friend/Coworker” in 2005 version. Options deleted from previous waves: “1-800-NEWRIDER,” “How to Ride Video.” Multiple responses were allowed in 2008; totals may not equal 100%. .*Not an option.

Page 69: Metro Transit Light-Rail Rider Survey

Page 69

Usage of cash to pay fare decreased from 32% to 20% in 2008 and Metropass usage increased 7% to 24%.

“HOW DID YOU PAY YOUR FARE TODAY?”

N = 1,412Note: “U-Pass” and “Go-To College Pass” were combined as one option in 2006. Cost of Monthly Rail Passes increased from $40 to $76 in 2005. *Not an option.**SuperSaver was added in 2008.

Page 70: Metro Transit Light-Rail Rider Survey

Page 70

Eighty percent of respondents with employers who offer Transit passes indicated that their employer shares part of the Transit pass cost, a 19% increase from 2006.

“IF YOUR EMPLOYER OFFERS TRANSIT PASSES, DOES IT SHARE PART OF THE COST?”

N = 661Note: In 2008, question was only asked of respondents who indicated that their employer does offer Transit passes.

Page 71: Metro Transit Light-Rail Rider Survey

CONTACT INFORMATION

PERISCOPE921 WASHINGTON AVE SMINNEAPOLIS MN 55415www.periscope.com

T 612 399 0500F 612 399 0600


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