BACKGROUND Previous studies in 2003 and 2009 Primary purpose of study is to: Assess general public’s awareness and perceptions of WTA Measure fixed route rider satisfaction and desired service improvements 1
METHODOLOGY General Public Telephone Survey Residents, 16 or older Minimum 260 Bellingham, 260 Rural 577 completed surveys, + 4.5% accuracy at a 95% confidence level, + 6.0% for Bellingham/rural Balanced to Census demographics CITY N % Bellingham 297 51% Blaine 38 7% Everson, Nooksack & Sumas 33 6% Ferndale 74 13% Lynden 48 8% Unincorporated 87 15% 2
METHODOLOGY Fixed Route Rider Intercept Survey Minimum 1,000 surveys, weekdays 7AM-6PM Sample balanced by route and peak/off-peak periods 1,183 completed surveys, + 2.8% at a 95% confidence level 3
GENERAL PUBLIC TELEPHONE SURVEY 4
TRAVEL BEHAVIOR PROFILE AVAILABILITY OF CAR FOR PERSONAL TRANSPORTATION Never Sometimes 9% 16% Always 75% 5
NON-ENGLISH LANGUAGE SPOKEN AT HOME Yes 15% No 85% 6
AWARENESS OF WTA BUS SERVICE FAMILIARITY WITH BUS SERVICE 60% Bellingham Rural 53% somewhat/very 40% familiar overall 40% 34% 29% 69% Bellingham 27% 23% 19% 20% 16% 43% Rural 12% 0% Very Familiar Somewhat Not Very Not At All 7
PREFERRED INFORMATION SOURCE PREFERRED SOURCE OF INFORMATION ABOUT WTA 80% 59% 60% 40% 20% 15% 14% 13% 13% 10% 0% Website Call WTA WTA Transit Guide Mobile Website Google Transit Other 8
WTA USAGE BELLINGHAM USED BUS IN LAST No Yes 51% 49% YEAR 34% Countywide Twice as high in RURAL Bellingham Yes 24% No 76% 9
NON-RIDERS TOP REASONS FOR NOT RIDING WTA 40% 27% 20% 20% 18% 15% 0% Prefer Privacy/Car Takes Too Long No Stop Near Home/Work Doesn't Go Where I Need 10
CUSTOMER SATISFACTION OVERALL 61% satisfied overall SATISFACTION 100% 7% 12% 16% 5% 7% 80% Don't Know 10% 19% 19% 19% Dissatisfied & Very 60% Dissatisfied Somewhat Satisfied 40% 70% 61% 56% Satisfied & Very Satisfied 20% 0% All Residents Bellingham Rural 11
SATISFACTION WITH WTA SERVICE LEVELS PERCEIVED ADEQUACY OF WTA SERVICES 100% 13% 15% 16% 4% 5% 5% 80% 39% 31% 34% 60% Don't Know Too Much Not Enough 40% Enough 47% 46% 44% 20% 0% All Residents Bellingham Rural 12
ROLE OF BUS SERVICE IN WHATCOM COUNTY Strong agreement for all but boosting the ALL (AGREE/STRONGLY 120% economy AGREE ) Most disagree with 96% 100% sole negative 85% statement 80% 74% 60% 60% 40% 17% 20% 0% Needed for residents Alternative to driving Reduces air pollution Helps boost the Only people with no with no other way of alone economy alternative ride the getting around bus 13
FIXED ROUTE RIDER SURVEY 14
FREQUENCY OF USE 100% 79% All WWU Riders 80% 76% 60% 40% 20% 19% 20% 2% 1% 1% 1% 1% 0% 0% 5 + Days/Week 2-4 Days/Week Once/Week Few Times/Month < Once/Month 15
LENGTH OF RIDERSHIP 80% 66% All WWU Riders 60% 53% 40% 25% 24% 22% 20% 7% 2% 2% 0% 5 + Years 1-4 Years < 1 Year First Time 16
AVAILABILITY OF ALTERNATIVE TRANSPORTATION ALTERNATIVE WAYS 80% TO MAKE TRIP All WWU Riders 62% 60% 51% 40% 26% 23% 20% 18% 18% 17% 20% 13% 8% 7% 5% 2% 1% 0% Walk Someone Drive Drive Alone Bicycle Wouldn't Make Carpool Other Me Trip 17
CUSTOMER SATISFACTION OVERALL SATISFACTION WITH 60% BUS SERVICE 51% 42% 40% 20% 5% 2% 0% 5 - Very Satisfied 4 - Satisfied 3 - Somewhat Satisfied 1 & 2- Dissatisfied 18
CUSTOMER SERVICE 1% 2% 100% 8% 12% 1 & 2 - Dissatisfied 80% & Very Dissatisfied 60% 3 - Somewhat Satisfied 91% 86% 40% 4 & 5 - Satisfied & Very Satisfied 20% 0% Customer Service - Drivers Customer Service - Phone 19
SAFETY 1% 3% 100% 3% 6% 12% 1 & 2 - Dissatisfied 80% & Very Dissatisfied 3 - Somewhat 60% Satisfied 96% 94% 4 & 5 - Satisfied & 85% 40% Very Dissatisfied 20% 0% Safe Driving Skills Personal Safety on Bus Personal Safety at Transit Stations 20
SERVICE PERFORMANCE 8% 3% 5% 100% 11% 20% 19% 80% 1 & 2 - Dissatisfied & Very Dissatisfied 60% 3 - Somewhat Satisfied 86% 40% 75% 73% 4 & 5 - Satisfied & Very Dissatisfied 20% 0% Length of Time to Get to On-Time Performance Convenience of Destination Route/Schedule 21
FACTORS RIDERS SAY WILL ENCOURAGE RIDERSHIP 4% 6% 100% 10% 13% Would Not 26% 80% 27% Encourage 26% 30% 60% Might Encourage 40% 70% 66% 63% Definitely 57% Would 20% Encourage 0% More Frequent Real-time Arrival at Real-time Arrival on Real-time Arrival on Service Stops Mobile Devices desk/laptops 22
FACTORS RIDERS SAY WILL ENCOURAGE RIDERSHIP (CONT.) 100% Would Not 10% 12% 20% 20% Encourage 80% Might 36% Encourage 41% 29% 60% 44% Definitely Would Encourage 40% 54% 51% 48% 20% 36% 0% More Bus Shelters Wi-Fi on Buses Lighting at Bus Stops Different Payment Options 23
SERVICE ENHANCEMENT OPTIONS SPAN/FREQUENCY Important 100% 89% Not Important 83% 81% 80% 61% 60% 38% 40% 19% 18% 20% 11% 0% More Evening Service More Saturday Service More Sunday Service Earlier Weekday Service 24
SERVICE ENHANCEMENT OPTIONS LOCATION 100% 92% 78% 80% 74% Important 60% Not Important 40% 26% 23% 20% 8% 0% Increases to Specific Location Increases to Rural Areas New Location 25
ACCESS TO INTERNET VIA SMART PHONE/TABLET No ALL 35% Yes 65% WWU RIDERS No 24% Yes 76% 26
- THANK YOU - QUESTIONS ? 27
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