2011 RTD Customer Satisfaction Research Results: Executive Summary – Ops Committee March 2013

Purpose Customer satisfaction research has a long history and has proven a reliable indicator of: –Lifetime customer value –Frequency of use of a service –Forgiveness of service issues At RTD the Customer Satisfaction research is used to: –Provide key information on who our customers are and how they use the service: Payment method Trip purpose Frequency of riding Other RTD services that are used or not used –What aspects of the service have the greatest influence on customers’ overall perceptions and how well RTD performs on those factors We also use information from the surveys to: –Track service over time –Monitor the success of improvement efforts –Compare service types or service areas –Prioritize projects 2

Methodology Based on the excellent response rate, the statistical confidence, and congruence with previous results, the results of this survey are considered representative and valid. Sampling plans for all services were carefully constructed to help ensure representativeness of the sample. In order to encourage participation in the survey, each survey was accompanied by 2 Free Ride Coupons. A drawing for one of twenty $50 King Soopers gift certificates was held in order enhance the response rate. A total of 6221 completed surveys were received. This represents a response rate of 37% overall and a response rate varying between 30.3%-40.9% depending on the service type. Statistical accuracy for these results ranges from a 1.5% margin of error for Total Bus and up to a 4.9% margin of error for Call-n-Ride. 3

Key Findings Overall All RTD services received outstanding positive Overall Satisfaction ratings. The very high Overall Customer Satisfaction with RTD services has changed little since the last iteration of surveys in Operator performance is a highlight of Bus, Call-n-Ride and SkyRide service. Commuting to or from work is the primary reason customers use RTD services. Light rail passengers that pay for parking have a statistically lower rating of light rail service overall and “Value received for the fare you paid for this trip” when compared with those that are not required to pay for parking. Customers that self-identified as disabled predominantly rated service attributes higher than those that self-identified as not having a disability. Average Overall Satisfaction Ratings by Service Total Bus (Weighted)Light RailCall-n-RideSkyRide Overall Customer Satisfaction Rating (Scale: 1 = Poor to 5 = Excellent) Bus Total (Excluding SkyRide) Light RailCall-n-RideSkyRide Commuting to or from work68.40%66.00%80.50%68.00% 4

Key Findings - Bus Operator performance is a highlight of bus service. Convenience scores slightly declined as a result of decreases in satisfaction with weekend and evening service availability. Availability of bus shelters and the cleanliness of those shelters bring down comfort factor ratings. However, on-vehicle comfort factors are more important to customers and are evaluated more favorably. Bus Performance Dimensions Overall4.2 Convenience Comfort Travel Time Driver Performance Security/Safety4.1 Customer Information3.8 Pricing/Fares

Key Findings – Light Rail 35% of light rail passengers reported using an RTD bus, other than the Mall Shuttle, in the 12 months prior to the survey. Lower ratings for evening and weekend service availability impacted the convenience factor evaluations. Lower ratings of protection from bad weather at stations were responsible for the slight decline in station satisfaction. The cleanliness of stations and safety at stations are evaluated more favorably. Somewhat lower ratings of the availability of seats, and lower vehicle interior cleanliness ratings bring down comfort ratings. Customer comments indicate that more frequent fare inspections are desired to address the perception that a some light rail riders do not have a valid fare. Light Rail Performance Dimensions Overall Convenience Stations Travel Time Comfort Customer Information4.0 Pricing/Fares

Key Findings – Call-n-Ride Call-n-Ride service is evaluated very positively by customers. Driver performance is a highlight of Call-n-Ride service. Lower ratings of evening and weekend Call-n-Ride service availability are the only aspects of Call-n-Ride service that are not evaluated extremely positively. The 2012 service reductions are expected to lower service availability evaluations. Call-n-Ride Performance Dimensions Overall Satisfaction4.6 Convenience Comfort Travel Time Driver Performance Safety4.7 Customer Information Fares/Value4.4 7

Key Findings - SkyRide SkyRide service is rated very high by customers that use the service. The performance of SkyRide operators are again a highlight of SkyRide service. 68% of SkyRide passengers are using SkyRide to get to work either at or near DIA. 26% of passengers are using SkyRide to get to or from a business or personal flight. SkyRide Performance Dimensions Overall4.4 Convenience4.1 Comfort Travel Time4.0 Operator Performance4.6 Security/Safety Customer Information4.1 8