Prepared by: DECEMBER 2008 Metro Transit Light-Rail Rider Survey FINDINGS AND RECOMMENDATIONS PERISCOPE

Page 2 Background and Methodology Metro Transit recently completed the 13th wave of its rider survey. This annual research project was initiated in 1993, and is overseen by Metro Transit’s Customer Service and Marketing departments. It is fielded to measure system-wide customer service and satisfaction levels. The research quantifies the opinions and perceptions of customers, measures the effectiveness of existing service and communications programs, and helps determine the elements of Metro Transit’s service which are most important to customers. As with recent waves of research, we will again used a distinct survey for light- rail riders. The deliverables are comparative reports outlining Metro Transit’s performance relative to previous years of bus and rail ridership. One additional report will be prepared that compares bus and light-rail results for questions that are common to both surveys.

Page 3 Background and Methodology (continued) Notable changes were made to this 2008 light-rail rider study from the previous wave conducted in It is important to take note of these changes in methodology when considering differences in findings between the two studies.  Several questions and/or possible responses were altered in 2006 to better understand rider behavior and more closely match the bus rider study. Some additional changes were also made to this wave of research.  The dates, hours and number of stations increased in order to gather a broader set of data, as follows: Station Wednesday 10/25/06Saturday 10/18/06 Wednesday 10/29/08Sunday 10/26/2008 Warehouse District/Hennepin Ave6am - 6:30pm9am - 6:30pm6am - 6:30pm9am - 6:30pm Nicollet Mall6am - 6:30pm9am - 6:30pm6am - 6:30pm9am - 6:30pm Government Plaza6am - 6:30pm9am - 6:30pm6am - 6:30pm9am - 6:30pm Downtown East/Metrodome6am - 6:30pm9am - 6:30pm6am - 6:30pmN/A Cedar-Riverside6am - 6:30pm9am - 6:30pm6am - 6:30pm9am - 6:30pm Franklin Ave6am - 6:30pm9am - 6:30pm6am - 6:30pm9am - 6:30pm Lake St/ Midtown (Park & Ride)6am - 6:30pm9am - 6:30pm6am - 6:30pm9am - 6:30pm 38th Street6am - 6:30pm9am - 6:30pm6am - 6:30pm9am - 6:30pm 46th Street6am - 6:30pm9am - 6:30pm6am - 6:30pm9am - 6:30pm 50th St/ Minnehaha Park6am - 6:30pm9am - 6:30pm6am - 6:30pm9am - 6:30pm VA Medical Center6am - 6:30pm9am - 6:30pm6am - 6:30pm9am - 6:30pm Fort Snelling (Park & Ride)6am - 6:30pm9am - 6:30pm6am - 6:30pm9am - 6:30pm Airport-Lindbergh6am - 6:30pm9am - 6:30pm6am - 6:30pm9am - 6:30pm Airport-HumphreyN/A 6am - 6:30pm9am - 6:30pm Bloomington CentralN/A 6am - 6:30pm9am - 6:30pm 28th Avenue (Park & Ride)6am - 6:30pm9am - 6:30pm6am - 6:30pm9am - 6:30pm Mall of America6am - 6:30pm9am - 6:30pm6am - 6:30pm9am - 6:30pm

Page 4 Background and Methodology The number of completes and the response rate decreased slightly for this latest study. In total, 1,461 surveys were completed, achieving a response rate of approximately 15% for 2008, compared to 1,598 surveys completed and a response rate of 16% for the 2006 rider study. *Downtown East/Metrodome Terminal was not sampled on Sunday because it was closed.

Page 5 Background The chart below can be used to determine the approximate confidence interval (CI) of the data collected in the 2008 wave of research and presented in this report. The CI for data is a direct result of the sample size (N) (i.e., the number answering each question) and thus varies for each question based on the number of completes. The table presents the CI for sample sizes in increments of 500 assuming a 95% confidence level. In this manner, we would thus be able to determine that a question with N=4,500 would be accurate to within ±1.46% and a question with N=3,250 would be accurate to between ±1.66% and ±1.79%. Sample Size Confidence Interval 500±4.38% 1,000±3.10% 1,500±2.53% 2,000±2.19%

Page 6 Objectives The specific objectives of this research are as follows:  To determine why customers ride the bus or light-rail.  To identify the primary sources of bus/light-rail information.  To assess how well Metro Transit communicates with customers in a variety of areas.  To evaluate riders’ overall level of satisfaction with Metro Transit.  To determine riders’ levels of satisfaction with several specific components of service, as well as identify which components impact overall satisfaction the most.  To identify which service elements are of greatest importance to customers.  To evaluate which possible service improvements are most important to riders.  To assess demographic characteristics of current riders.  To monitor attitudinal shifts from wave to wave. *Humphrey Terminal was not sampled because it was closed. Bloomington Central was not sampled because of low usage.

Page 7 Methodology For the 2008 research, we again fielded two distinct surveys: one for light-rail riders and one for bus riders. Unlike the bus, where the driver can actively distribute surveys, we do not have the same fielding option for the train. For riders of the light-rail system, surveys were distributed at stations along the Hiawatha line. Trained field staff were placed at these stations to distribute surveys to riders as they waited for their train. Those light-rail riders received a survey and were given the option of returning the completed survey by mail or completing the survey online. Due to a small online sample size, those results were not included in this report. We anticipated distributing about 20,000 bus surveys and 10,000 light-rail surveys. As in the past, surveys were distributed on both weekdays and weekends, per our sampling plan. 1,461 light-rail surveys were returned. Once collected, the surveys were scanned and subsequently analyzed. These numbers provide for excellent statistical reliability to compare wave to wave. In previous waves, surveys were distributed on a weekday and on a Saturday. Due to construction on the light-rail train, 2008 surveys were distributed on Wednesday and Sunday (instead of Saturday).

Page 8  The 2008 study showed an increase in advance-purchase fares such as Go-To Cards and other passes and a decrease in the percentage using cash and ticket vending machines.  Unlike those using the bus, the age profile for train users shows an increase in those in the range (compared to an increase in the age range for bus) – typically, people who are no longer in school but are active in the workforce. This shift is also seen in an increase of those reporting rush-hour ridership..  There continues to be an increase in those boarding at the 38th Street station and a decrease in 46th Street and Fort Snelling (Park & Ride) station boardings. Riders are increasingly taking the LRT to the Airport-Lindbergh Terminal.  Respondents who drive to Park & Ride lots continue to decrease slightly as those walking or taking the bus continue to increase slightly.  Usage of the Metro Transit website currently is focused on general transit usage information such as route and schedule information.  Fewer train departures were made at downtown stations and more departures were made at airport stations during this 2008 study relative to previous waves. Observations

Page 9  The percentage having used transit service for 2 or more years increased and the percentage having used transit service for less than two years decreased, perhaps suggesting a maturation on transit service usage. This is similar to findings in the bus survey.  Ratings of Metro Transit information attributes and overall satisfaction remain consistent with previous waves. Perceptions of train service are slightly down. Opinions relating to the cleanliness and comfort, security and safety, service hours, announcements and convenience are all down. As with bus, this may be in part due to increased train usage, larger numbers using the trains, and new riders with new expectations. Observations (continued)

Page 10  As Go-To cards and pre-paid usage continues to rise, we should promote the ability to use the Light-Rail beyond the daily commute. The Hiawatha line runs close to event venues and popular destinations and the flexibility of our cards encourages multi-modal transportation and allows for easy transfers. Our key growth areas are off-peak and we should leverage the flexibility of our existing programs to increase ridership beyond the already saturated commute.  Rush hour ridership continues to grow as our year-old segment increases. The trains are congested, and in order to cut through that we should promote our alternative modes of transportation such as ride-share and bike-friendly resources. Commuter Challenge seems to be a strong avenue, with an increase in exposure and online efforts.  Riders frequently access the web for route information, yet we can be more dynamic then giving them a time and a place. We should utilize the web space to inform riders about alternative modes of transportation, the advantages of off-peak ridership, and the flexibility of our programs and transfers. If they are only going to specific pages, we should entice them to further explore through compelling copy, links and FFEs  Like the bus, we saw a dip in perceived service, safety and communication. We should utilize the amount of platform space as well as train interiors to display messaging to reassure riders and provide commuter tips that are beneficial to those who ride. Communications Implications

Page 11  The percentage of both bus and train users continues to grow in the younger demographics. There seems to be an opportunity to focus on these student and early-career audiences through the increased focus on existing Metro Transit programs such as prepaid fares (e.g., U-Pass/Go-To College Pass or Go-To cards) and other programs such Commuter Challenge. Continued growth among these audiences may benefit the image of Metro Transit as a socially accepted or even preferred form of transportation - e.g., young and hip. Communications Implications (continued)

CUSTOMER COMPOSITION

Page 13 Half of those surveyed ride the train five days per week. “HOW MANY DAYS PER WEEK DO YOU (USUALLY) RIDE THE TRAIN?” N = 1,409 *Not an option.

Page 14 Sixty-seven percent of respondents, a 17% increase from 2006, have used Metro Transit service for more than two years. “HOW LONG HAVE YOU USED METRO TRANSIT SERVICE?” N = 1,432 Note: 2005 options phrased: More than 5 Years, 1 to 5 Years, 1 Month to 1 Year, Less than 1 Month, New Rider Since Train. 21% of 2005 respondents indicated that they were a New Transit Rider Since Train Service Began – this was only an option in 2005.

Page 15 Forty-six percent of respondents indicated that the train’s introduction “greatly influenced” their decision to use Transit. “HOW MUCH DID THE INTRODUCTION OF THE LIGHT-RAIL TRAIN INFLUENCE YOUR DECISION TO USE METRO TRANSIT SERVICE OR REGIONAL BUS SERVICE?” N = 1,397 Note: Question was not asked in *Not an option.

Page 16 Similar to 2006, more than half of respondents indicated that they use Metro Transit service for the State Fair and for sporting events. “PLEASE INDICATE FOR WHICH OF THE FOLLOWING SPECIAL EVENTS YOU USE METRO TRANSIT SERVICE?” N = 1,073 Note: Question was not asked in Multiple responses allowed; totals may not equal 100%.. *Not an option.

Page 17 Friend/Family/Coworker and Employer show the strongest influence on the decision to use Transit. “WHAT INFLUENCED YOUR DECISION TO FIRST TRY TRANSIT?” N = 1,380 Note: “Friend/Family/Coworker” was phrased “Friend/Coworker” in 2005 version. Options deleted from previous waves: “1-800-NEWRIDER,” “How to Ride Video,” “On My Own.” 59% of 2006 and 64% of 2005 respondents indicated “On My Own.” Multiple responses were allowed in 2008; totals may not equal 100%. *Not an option.

Page 18 Racial or ethnic backgrounds were very consistent with 2006, though the percentage of Caucasians is trending downward. “WHICH BEST DESCRIBES YOUR RACIAL OR ETHNIC BACKGROUND?” N = 1,396

Page 19 Eighty-five percent of respondents fall between the ages of 25 and 64, a 4% increase from “WHAT IS YOUR AGE?” N = 1,426

Page 20 Females continue to outnumber males consistently from year to year. “ARE YOU…?” N = 1,308

Page 21 Income distribution remains consistent with previous waves. “APPROXIMATELY WHAT WAS YOUR FAMILY’S TOTAL INCOME LAST YEAR BEFORE TAXES?” N = 1,344 *2005 version phrased: “$70,000 or More”; 2006 $70,000 or more = 34%; 2008 $70,000 or more = 36%. 36%

Page 22 “Convenience” and “Saves Money on Parking” are the primary reasons respondents use Transit. “Avoids Stress of Driving” responses decreased 4% from “WHAT IS THE ONE MAIN REASON YOU USE THE TRAIN?” N = 1,451 Note: 2005 was single response only and therefore results are not included. Multiple responses allowed; totals may not equal 100%. Also see supplemental data “one main reason no mult response”. *Not an option.

Page 23 Similar to 2006, the majority of respondents have one or two working automobiles available for their use. “HOW MANY WORKING AUTOMOBILES DO YOU HAVE AVAILABLE FOR YOUR USE?” N = 1,414

RIDING PATTERNS

Page 25 Top 10 ZIP Codes: Trip Begun “FROM WHICH ZIP CODE DID YOU BEGIN YOUR COMMUTE TODAY?” N = 1,518 Note: Top ten responses in order of frequency (most to least) Station/City ZIP Code% % 46th St Station / 38th St Station / Lake St Station / Park & Ride % % 50th St Station / VA Medical Center Station % % Lake St Station / Park & Ride % % Franklin Ave Station / Cedar-Riverside Station % % Highland Park / Ft Snelling / VA Medical Center / 50th St / 46th St Stations % % Apple Valley / Ft Snelling Station / Mall of America % % Uptown / Loring Park / Kenwood (Downtown Stations) % % Bloomington / Mall of America / 28th Ave Station / Park & Ride % % Eagan % % Richfield % % Totals 52.7% 52.2%

Page 26 Top 10 ZIP Codes: Trip Ended “TO WHICH ZIP CODE ARE YOU COMMUTING TODAY?” N = 1,164 Note: Top ten responses in order of frequency (most to least) Station/City ZIP Code% % Warehouse Station / Nicollet Mall Station / Government Plaza Station % % Warehouse Station / Nicollet Mall Station (East Warehouse District) % % Metrodome Station % % Humphrey Terminal / Lindbergh Terminal % % Warehouse Station / Nicollet Mall Station (Loring Park) % % 50th St Station / VA Medical Center Station % % Cedar-Riverside (East Bank) % % 46th St Station / 38th St Station / Lake St Station / Park & Ride % % Mall of America / 28th Ave Station / Bloomington Central Station / Park & Ride % % Nicollet Mall Station % % Totals 75.2% 76.8%

Page 27 Train boardings were very similar to 2006 results with a 3% increase in the 38 th Street station and a significant decrease (5%) in the 46 th Street station. “AT WHICH STATION DID YOU BOARD THE TRAIN TODAY?” N = 1,438 Note: Downtown East/Metrodome was not included in weekend data collection (10/26/08) due to platform maintenance. *Not an option.

Page 28 Over half of respondents (58%) departed the train at a downtown station. There was also a significant increase in departures from the Airport- Lindbergh station, increasing 4% from 2006 to 12%. “AT WHICH STATION DID YOU DEPART THE TRAIN TODAY?” N = 1,432 *Not an option.

Page 29 Similar to 2006, nearly two-thirds of participants ride on weekdays. 33% indicated that they ride on both weekends and weekdays, a 4% increase from “ON WHICH DAY(S) OF THE WEEK DO YOU USUALLY RIDE THE TRAIN?” N = 1,394 Note: 2005 data is not included due to changes in response options.

Page 30 Seventy-one percent of respondents use the train during rush-hour periods, a 4% increase from “WHEN DO YOU USUALLY RIDE THE TRAIN?” N = 1,254 Note: 2005 data is not included due to changes in response options.

Page 31 Usage of cash to pay fare decreased from 32% to 20% in 2008 and Metropass usage increased 7% to 24%. “HOW DID YOU PAY YOUR FARE TODAY?” N = 1,412 Note: “U-Pass” and “Go-To College Pass” were combined as one option in Cost of Monthly Rail Passes increased from $40 to $76 in *Not an option. **SuperSaver was added in 2008.

Page 32 The number of respondents who indicated that they “Never” use a ticket vending machine to pay their fare increased 11% to 46% in “HOW OFTEN DO YOU USE A TICKET VENDING MACHINE TO PAY YOUR FARE?” N = 1,435 Note: Question was not asked in 2005.

Page 33 Half of respondents indicated their employers offer Transit passes. “DOES YOUR EMPLOYER OFFER TRANSIT PASSES?” N = 1,364

Page 34 Eighty percent of respondents with employers who offer Transit passes indicated that their employer shares part of the Transit pass cost. “IF YOUR EMPLOYER OFFERS TRANSIT PASSES, DOES IT SHARE PART OF THE COST?” N = 661 Note: Question was only asked of respondents who indicated that their employer does offer Transit passes. Previous waves are not included because the data is not comparable. A slide with data from all three waves is included in the Appendix.

Page 35 Metro Transit’s website remains the primary source of information for respondents. “WHAT IS YOUR PRIMARY SOURCE FOR TRANSIT INFORMATION?” N = 1,428 Note: “On-Board Cards” was phrased “Interior Cards” in the 2005 version. Multiple responses allowed in 2008; totals may not equal 100%.. *Not an option.

Page 36 Of those respondents who use over half use the Route/Schedule Pages (67%) and the Trip Planner (54%). “IF YOU USE METROTRANSIT.ORG, WHICH FEATURES DO YOU USE?” N = 1,024 Note: Multiple responses allowed; totals may not equal 100%..

Page 37 Seventy-four percent of respondents take the train to work. “WHAT IS THE PRIMARY PURPOSE OF YOUR TRIP TODAY?” N = 1,449 Note: Multiple responses allowed in 2008; totals may not equal 100%.

Page 38 Drive to Park & Ride (27%), Bus (27%) and Walk (26%) were the top three responses to how respondents got to the train station. “WHEN YOU BEGAN YOUR COMMUTE TODAY, HOW DID YOU GET TO THE TRAIN STATION?” N = 1,433

Page 39 Over half of respondents (56%) traveled over 1 mile to get to their train station. “HOW FAR WOULD YOU ESTIMATE YOU TRAVELED TO GET TO THE LIGHT-RAIL STATION WHERE YOU BEGAN YOUR TRIP?” N = 1,406

Page 40 Over half of respondents (58%) traveled ¼ mile or less to their final destination from the train station. “HOW FAR WOULD YOU ESTIMATE YOU WILL TRAVEL FROM YOUR LAST TRAIN (OR BUS) TO YOUR DESTINATION?” N = 1,407

Page 41 Similar to 2006 results, 42% of respondents indicated that they would transfer to a bus to complete their trip. “WILL YOU TRANSFER TO/FROM A BUS TO COMPLETE YOUR TRIP TODAY?” N = 1,439

Page 42 Among those who do transfer, the majority take one bus (in addition to the train) to complete their trip. These results are comparable to previous waves. “HOW MANY BUSES WILL YOU TAKE TO COMPLETE YOUR ONE-WAY TRIP?” N = 603 Note: Question was only asked of those respondents who indicated that they would transfer to/from a bus as part of their trip.

Page 43 Slightly less than half of respondents would have otherwise driven alone had the train not been available; this percentage continues to decrease from wave to wave, as taking the bus slowly increases. “IF THE TRAIN HAD NOT BEEN AVAILABLE, HOW WOULD YOU HAVE MADE THIS TRIP?” N = 1,341

RATINGS

Page 45 Nearly all consider the information provided on the Transit System Map to be good or excellent. RATING: CLEAR, ACCURATE ROUTE INFORMATION IN THE TRANSIT SYSTEM MAP N = 1,180 Note: Arrow in the above table indicates direction of change over previous year’s top two box results. “Don’t Know” responses are not included. 

Page 46 The majority of respondents (88%) consider the courteousness of customer service on the information line to be good to excellent. RATING: COURTEOUS CUSTOMER SERVICE ON THE METRO TRANSIT INFORMATION LINE ( ) N = 649 Note: Arrow in the above table indicates direction of change over previous year’s top two box results. “Don’t Know” responses are not included. 

Page 47 The information given out over the Metro Transit information line continues to be rated good to excellent. RATING: CLEAR, ACCURATE INFORMATION ON THE METRO TRANSIT INFORMATION LINE ( ) N = 710 Note: Arrow in the above table indicates direction of change over previous year’s top two box results. “Don’t Know” responses are not included. 

Page 48 As in previous waves, 90% of respondents indicated that the accuracy of the information in printed schedules is good to excellent. RATING: CLEAR, ACCURATE INFORMATION IN PRINTED SCHEDULES  N = 1,133 Note: Arrow in the above table indicates direction of change over previous year’s top two box results. “Don’t Know” responses are not included.

Page 49 Eighty-one percent of those surveyed rated the information provided in train shelters as good or excellent, a 4% increase over RATING: CLEAR, ACCURATE INFORMATION IN SHELTERS/PLATFORMS  N = 1,282 Note: Arrow in the above table indicates direction of change over previous year’s top two box results. “Don’t Know” responses are not included.

Page 50 continues to be rated good to excellent by the majority of respondents. RATING: CLEAR, ACCURATE INFORMATION AT N = 1,053 Note: Arrow in the above table indicates direction of change over previous year’s top two box results. “Don’t Know” responses are not included. 

Page 51 The majority of respondents continue to rate the courteousness of the service in Metro Transit stores as good or excellent. RATING: COURTEOUS, EFFICIENT SERVICE FOR FARE CARD PURCHASES AND INFORMATION IN METRO TRANSIT STORES N = 738 Note: Arrow in the above table indicates direction of change over previous year’s top two box results. “Don’t Know” responses are not included. 

Page 52 Eighty-six percent of respondents rated valuable bus riding information in TAKEOUT as good to excellent, but the percentage of respondents who rated it as excellent decreased 8% from RATING: VALUABLE BUS RIDING INFORMATION IN TAKEOUT, DISTRIBUTED MONTHLY ON TRAINS N = 705 Note: Arrow in the above table indicates direction of change over previous year’s top two box results. “Don’t Know” responses are not included. 

Page 53 Good to excellent ratings of information in On-Board cards remain consistent with 2006 results. RATING: INFORMATION ABOUT METRO TRANSIT ON ON-BOARD CARDS* N = 694 Note: “Don’t Know” responses are not included. Arrow in the above table indicates direction of change over previous year’s top two box results. *2005 version phrased: “Information about Metro Transit on interior cards.” 

Page 54 “Benefits the Community,” “Environmentally Friendly,” and “Easy to Use” are the services that riders most closely associated with Metro Transit. “CONSIDERING METRO TRANSIT AND THE SERVICES THAT THEY OFFER TO COMMUTERS IN THE TWIN CITIES, PLEASE INDICATE HOW CLOSELY YOU ASSOCIATE THE FOLLOWING CHARACTERISTICS WITH THE ORGANIZATION.” Note: Numbers in gray are averages on a 4-point scale.

Page 55 Satisfaction remains high with Metro Transit service, but there was a significant decrease (5%) among respondents who strongly agreed with the statement. N = 1,412 Mean score: 3.32 Note: “Don’t Know” responses are not included. Arrow in the above table indicates direction of change over previous year’s top two box results. “PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH: OVERALL, YOU ARE SATISFIED WITH METRO TRANSIT SERVICE.” 

Page 56 Ticket Vending Machine-Related “PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH EACH OF THE FOLLOWING STATEMENTS.” Note: “Don’t Know” responses are not included. Numbers in gray are averages on a 4-point scale. *Not an option *   

Page 57 Train-Related “PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH EACH OF THE FOLLOWING STATEMENTS.” Note: “Enough fast ways to pay your fare” was removed from the 2008 wave. Numbers in gray are averages on a 4-point scale. *Not an option * *   

Page 58 Information-Related “PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH EACH OF THE FOLLOWING STATEMENTS.”  ** * * 3.26 * Note: “Don’t Know” responses are not included. Numbers in gray are averages on a 4-point scale. *Not an option.   

Page 59 Safety-Related “PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH EACH OF THE FOLLOWING STATEMENTS.”  * Note: “Don’t Know” responses are not included. Numbers in gray are averages on a 4-point scale. *Not an option.   

Page 60 Safety-Related (continued) “PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH EACH OF THE FOLLOWING STATEMENTS.”  Note: “Don’t Know” responses are not included. Numbers in gray are averages on a 4-point scale.   

Page 61 Hours/Time-Related “PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH EACH OF THE FOLLOWING STATEMENTS.”    Note: “Don’t Know” responses are not included. Numbers in gray are averages on a 4-point scale.  

Page 62 Driver-Related “PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH EACH OF THE FOLLOWING STATEMENTS.”   Note: “Don’t Know” responses are not included. Numbers in gray are averages on a 4-point scale. 

Page 63 Announcements-Related “PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH EACH OF THE FOLLOWING STATEMENTS.” * * * Note: “Don’t Know” responses are not included. Numbers in gray are averages on a 4-point scale. *Not an option.   

Page 64 Convenience-Related “PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH EACH OF THE FOLLOWING STATEMENTS.” Note: “Don’t Know” responses are not included. Numbers in gray are averages on a 4-point scale. Question was not asked in previous waves. **SuperSaver was added in **   

Page 65 APPENDIX: LIGHT-RAIL TRAIN

Page 66 Rankings: Perceptions of Metro Transit Light-Rail Train Service “PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH EACH OF THE FOLLOWING STATEMENTS.” StatementMean StatementMean Go-To Cards are convenient3.59Current transit signs are sufficient3.15 You are likely to recommend Metro Transit train service to family, friends or co-workers3.47Time spent waiting for ticket machine is not excessive3.15 SuperSaver 31-Day Passes are convenient3.39Trains are clean3.15 SuperSaver Stored Value Cards are convenient3.38Stations are clean3.13 You feel safe while riding the train during the day3.37On-board announcements are good3.12 Drivers operate trains in a safe and responsible manner3.37Ticket machines are reliable3.09 You feel safe while waiting for the train during the day3.33Hours of operation for train service are sufficient3.08 Trains are reliable3.32Park & Ride lots are conveniently located3.07 Overall, you are satisfied with Metro Transit service3.32You feel your car is safe in Park & Ride lots3.05 You are able to access route or schedule information using the Metro Transit information line ( )3.29Platform announcements are good3.02 Metro Transit Police present a professional appearance3.27Transferring to a bus to complete your trip is not a problem2.99 Stations are well lit3.27Time spent waiting to get transit information by phone is not excessive2.94 Metro Transit Police are courteous and helpful3.27You feel safe while riding the train at night2.90 metrotransit.org gives you the information you need3.26You feel safe while waiting for the train at night2.84 There is enough information and updates in TAKEOUT3.20 There are an adequate number of Metro Transit Police and/or security features2.72 Trains are comfortable3.18 There is an adequate amount of space on trains during morning rush hour2.68 Ticket machines are easy to use3.18 There is an adequate amount of space on trains during evening rush hour2.55 Time waiting for the train is not excessive3.17

Page 67 “HOW LONG HAVE YOU USED METRO TRANSIT SERVICE?” N = 1,432 *Not an option. Sixty-seven percent of respondents, a 17% increase from 2006, have used Metro Transit service for more than two years.

Page showed large increases across all options because, unlike previous waves of research, respondents were able to choose multiple influences. “WHAT INFLUENCED YOUR DECISION TO FIRST TRY TRANSIT?” N = 1,380 Note: “Friend/Family/Coworker” was phrased “Friend/Coworker” in 2005 version. Options deleted from previous waves: “1-800-NEWRIDER,” “How to Ride Video.” Multiple responses were allowed in 2008; totals may not equal 100%.. *Not an option.

Page 69 Usage of cash to pay fare decreased from 32% to 20% in 2008 and Metropass usage increased 7% to 24%. “HOW DID YOU PAY YOUR FARE TODAY?” N = 1,412 Note: “U-Pass” and “Go-To College Pass” were combined as one option in Cost of Monthly Rail Passes increased from $40 to $76 in *Not an option. **SuperSaver was added in 2008.

Page 70 Eighty percent of respondents with employers who offer Transit passes indicated that their employer shares part of the Transit pass cost, a 19% increase from “IF YOUR EMPLOYER OFFERS TRANSIT PASSES, DOES IT SHARE PART OF THE COST?” N = 661 Note: In 2008, question was only asked of respondents who indicated that their employer does offer Transit passes.

CONTACT INFORMATION PERISCOPE 921 WASHINGTON AVE S MINNEAPOLIS MN T F