Access 2017 Customer Satisfaction Survey Delighted to be here Here to share some of the findings of this telephone survey of Access customers December 11, 2017 The Fairfax Research Group

Methodology Telephone survey Customers who rode with Access at least once in the previous six months Conducted in October 2017 Sample sizes: 2011 = 1,204 2017 = 1,319 Average questionnaire length of 20 minutes Sampling error margin: 2011 = 2.9 percentage points 2017 = 2.7 percentage points The questions in the study asked them their feelings about their experiences with the most recent trip with Access. We asked them to tell us about the several aspects of their most recent trip including: The Driver The Reservation Agent Customer Service Representative The Vehicle What they liked and disliked about the trip Their overall satisfaction with every aspect of the trip And what Access could do to improve the service Customers liked to talk. Some even thanked us for calling them. Appreciated your interest in their opinions. Useable numbers: 34,535 Number of total calls: 19,674 Unique sample points dialed: 8,853

The Driver Driver was very helpful Driver was courteous Very/Somewhat Courteous Very/Somewhat Satisfied Satisfied with the driver n=1,204/1,319

Reservation Agent Reservation agent was courteous Reservation was accurate Very/Somewhat courteous Yes, appointments accurate Very/Somewhat satisfied Satisfied with reservation agent n=1,204/1,319

Customer Service Rep Speak with Customer service representative regarding trip issue or ETA Customer service representative was courteous Spoke with customer service representative Very/Somewhat courteous Very/Somewhat satisfied How satisfied are you with the customer service representative? n=500/489

The Vehicle Difficulty/Problems Entering/Exiting Vehicle Ride: Satisfaction Cleanliness: Satisfaction Ride: Very/Somewhat satisfied Cleanliness: Very/Somewhat satisfied Comfort: Very/Somewhat satisfied Appearance: Very/Somewhat satisfied Comfort: Satisfaction Appearance: Satisfaction n=1,204/1,319 n=1,204/1,319

Travel Time Travel time with Access compared to the bus n=1,204/1,319 Access policy: As fast as the bus, 20 minute window n=1,204/1,319

Punctuality Driver Arrive Within 20 Minutes of Scheduled Pickup Time n=1,204/1,319 Access policy: As fast as the bus, 20 minute window Average Number Minutes Arrive Outside of 20 Minute On-Time Window 2011 10 2017 13 n=172/191

Complaint Resolution Satisfaction with Access Response to Concerns (Customers Who Filed a Complaint) Very/somewhat satisfied Very/somewhat dissatisfied n=249

Types of Commendations Compliment Driver/ Polite/Patient/Competent Compliment Access/ Appreciate Access Compliment Service/Great Customer Service/Took Good Care of Me 60% 9% of Access customers filed a commendation in the past six months 17% 14% n=1,319 n=123

Operations Monitoring Center Satisfaction with Experience Calling Access OMC (Customers Who Called OMC) Very satisfied/Somewhat satisfied n=539

Beyond the Curb Service During Trip Satisfaction with Driver Response to Request for Assistance to Door (Customers who requested unscheduled assistance) felt Access resolved the issue Very/Somewhat satisfied Very/Somewhat dissatisfied n=152

Beyond the Curb Request at Reservation Satisfaction with Way Access Handled Beyond the Curb Service (Customers who requested beyond the curb service at time of reservation) felt Access resolved the issue Very/Somewhat satisfied n=232

Traveling with Service Animal Experienced Difficulties or Problems Traveling with Service Animal (Customers who travel with a service animal) n=53

Quality of Service Last 2 Years Improved a lot/Improve a little Gotten a lot worse/Gotten a little worse n=1,204/1,319

Overall Satisfaction Satisfaction with Total Ride Experience Overall Satisfaction with Access Total Experience: Very/Somewhat satisfied Overall satisfaction: Very/Somewhat satisfied Very/Somewhat dissatisfied n=1,204/1,319