Jason Minser Director of Customer Research METRO (WMATA) Customer Retention Jason Minser Director of Customer Research METRO (WMATA)

Customer Churn 2015 +13K +29K -3K +27K First lets take a look at riders and what impacts them: Rail Most Frequent Problematic Experiences 1 Rail reliability 2 Station signage 3 Train comfort (e.g., quality of ride, cleanliness, security) 4 Station security 5 Station climate control   Bus Most Frequent Problematic Experiences 1 Bus reliability 2 Bus on-time performance 3 Bus cleanliness 4 Bus climate control 5 Bus security Most areas in the bus experience have improved compared to last year at this time.  The one exception is bus stop cleanliness.  Bus stops are maintained by jurisdictions. +13K +29K -3K +27K

Customer Retention Factors Net WMATA gained 65,000 customers in 2015 Boast a 79-83% retention rate coming out of 2015 Not all attrition is controllable Displacement Lifestyle choices Many factors associated with attrition were in our control: Service quality Competitive offering +65K Net Customer Gain in 2015 First lets take a look at riders and what impacts them: Rail Most Frequent Problematic Experiences 1 Rail reliability 2 Station signage 3 Train comfort (e.g., quality of ride, cleanliness, security) 4 Station security 5 Station climate control   Bus Most Frequent Problematic Experiences 1 Bus reliability 2 Bus on-time performance 3 Bus cleanliness 4 Bus climate control 5 Bus security Most areas in the bus experience have improved compared to last year at this time.  The one exception is bus stop cleanliness.  Bus stops are maintained by jurisdictions.