Prepared by:

DECEMBER 2008

Metro Transit Light-Rail and Bus Rider Survey

FINDINGS AND RECOMMENDATIONS

PERISCOPE

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Background and Methodology

This survey was done as part of an annual research project initiated in 1993, and is overseen by Metro Transit’s Marketing department. Though originally fielded to measure system-wide customer service and satisfaction levels as they relate to bus service, an additional survey was developed in 2005 to include light rail train service. The research quantifies the opinions and perceptions of customers, measures the effectiveness of existing service and communications programs as they relate to both bus and light rail train service and helps determine the elements of Metro Transit’s service which are most important to customers.

The bus surveys were administered using a probability sampling technique, with each customer having a unique chance of being selected for participation. The population for this survey, therefore, continues to be broadly defined as current bus riders. Survey packets were made for every trip selected and handed to drivers as they reported for work. Drivers were instructed to distribute a survey and a pen to each customer on the targeted trip as they boarded the bus, and collect them from those who completed the survey during the ride.

As with bus surveys, each customer at select stations had a unique chance of being selected for participation. The population, therefore, is broadly defined as current train riders. Survey packets were distributed to riders at 15 separate train stations as they waited for their train.

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Background and Methodology

In addition to returning the surveys to their distributors, all surveys could be returned by postage-paid mail. Surveys were also posted online for completion. In total, 4,643 bus surveys were completed, achieving a response rate of approximately 23%, and 1,461 train surveys were completed, achieving a response rate of approximately 15%.

This report first presents findings for all questions common to both surveys for 2008. Displaying the information in this manner will allow Metro Transit to easily compare and contrast any similarities or differences between those riding the train and those riding the bus. Following these questions shared by both surveys, questions that are unique to both the bus and train are presented separately.

CUSTOMER COMPOSITION

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LRT N=1,409BUS N=4,482

“HOW MANY DAYS PER WEEK DO YOU RIDE THE BUS/TRAIN?”

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LRT N=1,432BUS N=4,113

“HOW LONG HAVE YOU USED METRO TRANSIT SERVICE?”

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LRT N=1,380BUS N=4,029 Note: Multiple responses allowed; totals may not equal 100%.

“WHAT INFLUENCED YOUR DECISION TO FIRST TRY TRANSIT?”

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LRT N=1,396BUS N=3,915

“WHICH BEST DESCRIBES YOUR RACIAL OR ETHNIC BACKGROUND?”

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LRT N=1,426BUS N=4,098

“WHAT IS YOUR AGE?”

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LRT N=1,308BUS N=3,779

“ARE YOU…?”

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LRT N=1,344BUS N=3,734

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

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LRT N=1,451BUS N=3,993Note: Only paper responses were included. Multiple responses allowed; totals may not equal 100%. Also see supplemental data “one main reason no mult response”.

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

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LRT N=1,414BUS N=3,689

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

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LRT N=1,461BUS N=4,643

DATA COLLECTION: DISTRIBUTED (PAPER) VERSUS INTERNET

DATA COLLECTION: DISTRIBUTED (PAPER) VERSUS INTERNET

RIDING PATTERNS

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LRT N=1,394BUS N=4,169

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

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LRT N=1,254BUS N=3,431

“WHEN DO YOU USUALLY RIDE THE BUS?”

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LRT N=1,412BUS N=4,389*Not an option

“HOW DID YOU PAY YOUR FARE TODAY?”

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LRT N=1,364BUS N=4,360

“DOES YOUR EMPLOYER OFFER TRANSIT PASSES?”

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LRT N=661BUS N=1,516Note: Question was only asked of respondents who indicated that their employer does offer transit passes.

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

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LRT N=1,428BUS N=4,333Note: Multiple responses allowed; totals may not equal 100%.

“WHAT IS YOUR PRIMARY SOURCE FOR TRANSIT INFORMATION?”

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LRT N=1,024BUS N=3,366Note: Multiple responses allowed; totals may not equal 100%.

“IF YOU USE METROTRANSIT.ORG, WHICH FEATURES DO YOU USE? (CHECK ALL THAT APPLY)?”

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LRT N=1,449BUS N=4,594Note: Multiple responses allowed; totals may not equal 100%.

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

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LRT N=1,433BUS N=4,497

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

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LRT N=1,439BUS N=4,516

“WILL YOU TRANSFER TO/FROM A BUS AS PART OF YOUR TRIP TODAY?”

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LRT N=603BUS N=2,433Note: Question was only asked of those respondents who indicated that they will transfer buses or take a bus as part of their trip. *Not an option

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

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LRT N=1,406BUS N=4,311

“HOW FAR WOULD YOU ESTIMATE YOU TRAVELED TO GET TO THE BUS STOP/TRAIN STATION WHERE YOU BEGAN YOUR TRIP?”

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LRT N=1,407BUS N=4,218

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

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LRT N=1,073BUS N=3,176Note: Multiple responses allowed; totals may not equal 100%.

“FOR WHICH OF THE FOLLOWING EVENTS DO YOU USE METRO TRANSIT SERVICE?”

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LRT N=1,341BUS N=3,877*Not an option

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

RATINGS

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LRT N=1,180BUS N=3,649

Note: "Don’t Use" responses were excluded from results.

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

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LRT N=649

BUS N=2,818

Note: "Don’t Use" responses were excluded from results.

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

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LRT N=710BUS N=3,040Note: "Don’t Use" responses were excluded from results.

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

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LRT N=1,133

BUS N= 3,872Note: "Don’t Use" responses were excluded from results.

RATING: CLEAR, ACCURATE INFORMATION IN PRINTED SCHEDULES

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LRT N=1,282

BUS N=3,682Note: "Don’t Use" responses were excluded from results.

RATING: CLEAR, ACCURATE INFORMATION IN SHELTERS/PLATFORMS

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LRT N=1,053

BUS N=3,419Note: "Don’t Use" responses were excluded from results.

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

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LRT N=738

BUS N=2,652Note: "Don’t Use" responses were excluded from results.

RATING: COURTEOUS, EFFICIENT SERVICE FOR FARE CARD PURCHASES

AND INFORMATION IN METRO TRANSIT STORES

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LRT N=705

BUS N=2,746Note: "Don’t Use" responses were excluded from results.

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

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LRT N=694BUS N=2,512Note: "Don’t Use" responses were excluded from results.

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

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LRT N=1,303BUS N=3,751

CONSIDERING METRO TRANSIT, PLEASE INDICATE HOW CLOSELY YOU ASSOCIATE THE FOLLOWING CHARACTERISTIC WITH THE

ORGANIZATION: INFORMATION RESOURCE

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LRT N=1,303 BUS N=3,729

CONSIDERING METRO TRANSIT, PLEASE INDICATE HOW CLOSELY YOU ASSOCIATE THE FOLLOWING CHARACTERISTIC WITH THE

ORGANIZATION: APPROACHABLE

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LRT N=1,303BUS N=3,704

CONSIDERING METRO TRANSIT, PLEASE INDICATE HOW CLOSELY YOU ASSOCIATE THE FOLLOWING CHARACTERISTIC WITH THE

ORGANIZATION: HELPFUL

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LRT N=1,296BUS N=3,631

CONSIDERING METRO TRANSIT, PLEASE INDICATE HOW CLOSELY YOU ASSOCIATE THE FOLLOWING CHARACTERISTIC WITH THE

ORGANIZATION: INNOVATIVE

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LRT N=1,311 BUS N=3,685

CONSIDERING METRO TRANSIT, PLEASE INDICATE HOW CLOSELY YOU ASSOCIATE THE FOLLOWING CHARACTERISTIC WITH THE

ORGANIZATION: BENEFITS THE COMMUNITY

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LRT N=1,290 BUS N=3,640

CONSIDERING METRO TRANSIT, PLEASE INDICATE HOW CLOSELY YOU ASSOCIATE THE FOLLOWING CHARACTERISTIC WITH THE

ORGANIZATION: HIP/FUN

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LRT N=1,317 BUS N=3,701

CONSIDERING METRO TRANSIT, PLEASE INDICATE HOW CLOSELY YOU ASSOCIATE THE FOLLOWING CHARACTERISTIC WITH THE

ORGANIZATION: ENVIRONMENTALLY FRIENDLY

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LRT N=1,326 BUS N=3,736

CONSIDERING METRO TRANSIT, PLEASE INDICATE HOW CLOSELY YOU ASSOCIATE THE FOLLOWING CHARACTERISTIC WITH THE

ORGANIZATION: EASY TO USE

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(3.17)

LRT N=1,412BUS N= 4,099Note: “Don’t Know” responses are excluded from results. Mean scores are in parenthesis.

(3.32)

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

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Note: “Don’t Know” responses were excluded from results.

PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH:SUPERSAVER 31-DAY PASSES ARE CONVENIENT.

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Note: “Don’t Know” responses were excluded from results.

PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH:SUPERSAVER STORED VALUE CARDS ARE CONVENIENT.

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Note: “Don’t Know” responses were excluded from results.

PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH:GO-TO CARDS ARE CONVENIENT.

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Note: “Don’t Know” responses were excluded from results.

PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH:LIKELY TO RECOMMEND METRO TRANSIT TRAIN/BUS SERVICE.

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Note: “Don’t Know” responses were excluded from results.

PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH:TAKEOUT PROVIDES ENOUGH/VALUABLE INFO AND UPDATES.

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Note: “Don’t Know” responses were excluded from results.

PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH:METROTRANSIT.ORG GIVES NEEDED INFO.

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Note: “Don’t Know” responses were excluded from results.

PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH:ACCESS TO ROUTE/SCHEDULE INFORMATION USING METRO TRANSIT

INFORMATION LINE.

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Note: “Don’t Know” responses were excluded from results.

PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH:TIME SPENT FOR INFO BY PHONE IS NOT EXCESSIVE.

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Note: “Don’t Know” responses were excluded from results.

PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH:FEEL CAR IS SAFE IN PARK & RIDE.

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Note: “Don’t Know” responses were excluded from results.

PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH:PARK & RIDE LOTS CONVENIENTLY LOCATED.

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Note: “Don’t Know” responses were excluded from results.

PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH:STATIONS/STOPS/SHELTERS ARE CLEAN.

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Note: “Don’t Know” responses were excluded from results.

PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH:STATIONS/STOPS/SHELTERS WELL-LIT.

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Note: “Don’t Know” responses were excluded from results.

PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH:FEEL SAFE RIDING AT NIGHT.

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Note: “Don’t Know” responses were excluded from results.

PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH:FEEL SAFE RIDING DURING DAY.

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Note: “Don’t Know” responses were excluded from results.

PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH:FEEL SAFE WAITING AT NIGHT.

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Note: “Don’t Know” responses were excluded from results.

PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH:FEEL SAFE WAITING DURING DAY.

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Note: “Don’t Know” responses were excluded from results.

PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH:ADEQUATE NUMBER OF SECURITY PERSONNEL OR FEATURES.

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Note: “Don’t Know” responses were excluded from results.

PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH:TRANSFERRING TO A BUS IS NOT A PROBLEM

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Note: “Don’t Know” responses were excluded from results.

PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH:TIME WAITING TO TRANSFER/NEXT TRAIN NOT EXCESSIVE.

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Note: “Don’t Know” responses were excluded from results.

PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH:EXPRESS OR TRAIN SERVICE HOURS ARE SUFFICIENT.

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Note: “Don’t Know” responses were excluded from results.

PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH:DRIVER OPERATION SAFE & RESPONSIBLE.

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Note: “Don’t Know” responses were excluded from results.

PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH:SECURITY/DRIVERS COURTEOUS & HELPFUL.

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Note: “Don’t Know” responses were excluded from results.

PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH:SECURITY/DRIVERS APPEAR PROFESSIONAL.

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Note: “Don’t Know” responses were excluded from results.

PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH:TRAINS/VEHICLES ARE RELIABLE.

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Note: “Don’t Know” responses were excluded from results.

PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH:TRAINS/VEHICLES ARE COMFORTABLE.

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Note: “Don’t Know” responses were excluded from results.

PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH:TRAINS/VEHICLES ARE CLEAN.

BUS ONLY QUESTIONS

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BUS N=4,150

“WHAT TYPE OF SERVICE ARE YOU CURRENTLY RIDING,OR DID YOU RIDE MOST RECENTLY?”

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BUS N=4,516

“WILL YOU TRANSFER TO/FROM A LIGHT-RAIL TRAIN AS PART OF YOUR TRIP TODAY?”

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BUS N=4,510

“HAVE YOU RIDDEN THE HIAWATHA LIGHT-RAIL LINE?”

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BUS N=2,162Note: “None” was not an option in 2008.

“IF SO, HOW MANY DAYS PER WEEK DO YOU NORMALLY TAKE THE HIAWATHA LIGHT-RAIL LINE?”

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BUS N=3,768

Note: "Don’t Use" responses were excluded from results.

RATING: CLEAR, ACCURATE INFORMATION AT BUS STOPS

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Note: “Don’t Know” responses were excluded from results.

PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITHTHE FOLLOWING STATEMENTS

LIGHT-RAIL ONLY QUESTIONS

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N=1,397

“HOW MUCH DID THE INTRODUCTION OF THE LIGHT RAIL TRAIN INFLUENCE YOUR DECISION TO USE METRO TRANSIT SERVICE OR

REGIONAL BUS SERVICE?”

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

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

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N=1,432

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

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N=1,435

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

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Note: “Don’t Know” responses were excluded from results.

PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITHTHE FOLLOWING STATEMENTS

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Note: “Don’t Know” responses were excluded from results.

PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITHTHE FOLLOWING STATEMENTS

CONTACT INFORMATION

PERISCOPE921 WASHINGTON AVE SMINNEAPOLIS MN 55415www.periscope.com

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