Survey Key Findings JPB Citizens Advisory Committee February - PowerPoint PPT Presentation

2019 Customer Satisfaction Survey Key Findings JPB Citizens Advisory Committee February 19,2020 Agenda Item #8

Table of Contents  Objectives  Methodology  Key Findings  Survey Deliverables

Objectives  Determine customer satisfaction levels – Performance measurement – Informs contract operator compensation  Additional research questions – Fare media – Age – Boarding and alighting stations – Home ZIP Code

Methodology  Onboard survey overview – May to June 2019 – 45 trains  37 weekday trains (peak & off-peak)  8 Saturday trains – English and Spanish surveys available – Increased number of ratings  Response – 3,070 completed surveys – 75% response rate – System-wide margin of error of +/- 1.63%

KEY FINDINGS

Station Ratings  High ratings for purchasing and using ticket 5=Very Satisfied, 1= Very Dissatisfied Satisfied Neutral Dissatisfied NA 4.17 3.87 3.87 3.82 3.77 3.78 3.76 3.90 6% 7% 9% 11% 13% 14% 9% 17% 8% 13% 11% 12% 12% 23% 23% 12% 24% 17% 19% 17% 18% 75% 69% 68% 65% 58% 57% 57% 54% Experience using Experience Sense of security at Ticket machines Ticket machines Cleanliness Cleanliness (2018) Location of Clipper ticket* purchasing ticket* the station* (2018) CIDs* N=3,070 *Rating not asked in 2018

Station: Communication Ratings  High rating for info on electronic platform signs 5=Very Satisfied, 1= Very Dissatisfied Satisfied Neutral Dissatisfied NA 4.17 3.87 3.87 3.82 3.78 3.90 3.76 6% 7% 12% 11% 12% 7% 16% 15% 8% 19% 17% 21% 21% 20% 20% 25% 23% 21% 66% 66% 63% 61% 57% 53% 50% Info on electronic Info Boards Info Boards (2018) Real time info on Station Being informed of Being informed of platform signs* electronic platform announcements* delays delays (2018) signs* N=3,070 *Rating not asked in 2018

Onboard: Conductor and Communication Ratings  High Ratings for Conductors 5=Very Satisfied, 1= Very Dissatisfied Satisfied Neutral Dissatisfied NA 4.41 4.54 4.28 4.00 3.78 3.81 3.64 3.81 9% 12% 6% 7% 12% 8% 12% 11% 16% 11% 19% 23% 21% 19% 20% 90% 87% 82% 70% 63% 64% 57% 54% Conductor Conductor Politeness and Visibility of Onboard Onboard Being informed of Being informed of appearance appearance (2018) helpfulness of conductors* announcements announcements delays (on train) delays (on train) conductors* (2018) (2018) N=3,070 *Rating not asked in 2018

Performance and Train Equipment Ratings  High rating for On-Time Arrival 5=Very Satisfied, 1= Very Dissatisfied Satisfied Neutral Dissatisfied NA 3.85 3.73 3.50 4.04 4.16 3.84 3.79 3.74 3.54 3.10 5% 5% 6% 9% 9% 11% 18% 17% 12% 23% 14% 16% 32% 23% 23% 24% 8% 23% 27% 29% 19% 29% 80% 76% 68% 68% 64% 61% 55% 53% 50% 38% On-time arrival On-time arrival Comfort of ride* On-time arrival Cleanliness of Cleanliness of Reliability of train Onboard seating Noise level of Frequency of (2018) during Caltrain train interiors train interiors equipment* availability* train* trains* construction* (2018) N=3,070 *Rating not asked in 2018

Onboard: Communication Ratings  Slight decline in rating for availability of printed materials 5=Very Satisfied, 1= Very Dissatisfied Satisfied Neutral Dissatisfied NA 3.99 4.23 3.66 3.62 13% 16% 18% 29% 6% 14% 14% 18% 10% 23% 20% 70% 59% 48% 41% Availability of Availability of Ability to report Digital printed materials printed materials security or safety communications* (2018) issues* N=3,070 *Rating not asked in 2018

2015-2019 Overall Scores 5.00 Satisfied 4.07 4.05 3.93 4.01 4.08 3.86 4.04 4.02 4.00 3.96 3.90 3.83 3.92 3.89 3.86 3.81 3.00 Overall Experience Total Onboard Experience Dissatisfied Total Stations & Parking 2.00 1.00 Jun-15 Jun-16 Jun-17 May-18 May-19

Impact of Ratings on Overall Satisfaction High Impact Areas  Cleanliness of train interiors  Onboard seating availability  Noise level of train  Reliability of train equipment  Frequency of trains  Routine announcements  Being informed of delays (on train)  Station announcements

Comments  Provided by 47% of respondents  Top themes 1. Schedules/frequency – 25% 2. Delay Information/Service Announcements/Updates – 13% 3. Fares/fare policy/ticket validation procedures – 12% 4. Train/car condition/comfort of ride – 11% N=1,227

Rider Comments “I always forgot to tap off clipper!” “Need new “Increase trains and frequency at least clean every 30 minutes on a given day.” bathrooms. “Would Trains are getting appreciate better outdated.” communications of a major delay especially at stations.” 14

Survey Deliverables  Summary Report  Cross tables of Survey Data  Raw Data

Questions? Julian Jest Market Research Analyst jestj@samtrans.com