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

Page 2 Background and Methodology This survey was done as part of an annual research project initiated in 1993, and is overseen by Metro Transit’s Marketing department. Though originally fielded to measure system-wide customer service and satisfaction levels as they relate to bus service, an additional survey was developed in 2005 to include light rail train service. The research quantifies the opinions and perceptions of customers, measures the effectiveness of existing service and communications programs as they relate to both bus and light rail train service and helps determine the elements of Metro Transit’s service which are most important to customers. The bus surveys were administered using a probability sampling technique, with each customer having a unique chance of being selected for participation. The population for this survey, therefore, continues to be broadly defined as current bus riders. Survey packets were made for every trip selected and handed to drivers as they reported for work. Drivers were instructed to distribute a survey and a pen to each customer on the targeted trip as they boarded the bus, and collect them from those who completed the survey during the ride. As with bus surveys, each customer at select stations had a unique chance of being selected for participation. The population, therefore, is broadly defined as current train riders. Survey packets were distributed to riders at 15 separate train stations as they waited for their train.

Page 3 Background and Methodology In addition to returning the surveys to their distributors, all surveys could be returned by postage-paid mail. Surveys were also posted online for completion. In total, 4,643 bus surveys were completed, achieving a response rate of approximately 23%, and 1,461 train surveys were completed, achieving a response rate of approximately 15%. This report first presents findings for all questions common to both surveys for Displaying the information in this manner will allow Metro Transit to easily compare and contrast any similarities or differences between those riding the train and those riding the bus. Following these questions shared by both surveys, questions that are unique to both the bus and train are presented separately.

CUSTOMER COMPOSITION

Page 5 LRT N=1,409 BUS N=4,482 “HOW MANY DAYS PER WEEK DO YOU RIDE THE BUS/TRAIN?”

Page 6 LRT N=1,432 BUS N=4,113 “HOW LONG HAVE YOU USED METRO TRANSIT SERVICE?”

Page 7 LRT N=1,380 BUS N=4,029 Note: Multiple responses allowed; totals may not equal 100%. “WHAT INFLUENCED YOUR DECISION TO FIRST TRY TRANSIT?”

Page 8 LRT N=1,396 BUS N=3,915 “WHICH BEST DESCRIBES YOUR RACIAL OR ETHNIC BACKGROUND?”

Page 9 LRT N=1,426 BUS N=4,098 “WHAT IS YOUR AGE?”

Page 10 LRT N=1,308 BUS N=3,779 “ARE YOU…?”

Page 11 LRT N=1,344 BUS N=3,734 “APPROXIMATELY WHAT WAS YOUR FAMILY’S TOTAL INCOME LAST YEAR?”

Page 12 LRT N=1,451 BUS N=3,993 Note: Only paper responses were included. Multiple responses allowed; totals may not equal 100%. Also see supplemental data “one main reason no mult response”. “WHAT IS THE ONE MAIN REASON YOU USE TRANSIT?”

Page 13 LRT N=1,414 BUS N=3,689 “HOW MANY WORKING AUTOMOBILES DO YOU HAVE AVAILABLE FOR YOUR USE?”

Page 14 LRT N=1,461 BUS N=4,643 DATA COLLECTION: DISTRIBUTED (PAPER) VERSUS INTERNET

RIDING PATTERNS

Page 16 LRT N=1,394 BUS N=4,169 “ON WHICH DAY(S) OF THE WEEK DO YOU USUALLY RIDE THE TRAIN/BUS?”

Page 17 LRT N=1,254 BUS N=3,431 “WHEN DO YOU USUALLY RIDE THE BUS?”

Page 18 LRT N=1,412 BUS N=4,389 *Not an option “HOW DID YOU PAY YOUR FARE TODAY?”

Page 19 LRT N=1,364 BUS N=4,360 “DOES YOUR EMPLOYER OFFER TRANSIT PASSES?”

Page 20 LRT N=661 BUS N=1,516 Note: Question was only asked of respondents who indicated that their employer does offer transit passes. “IF YOUR EMPLOYER OFFERS TRANSIT PASSES, DOES IT SHARE PART OF THE COST?”

Page 21 LRT N=1,428 BUS N=4,333 Note: Multiple responses allowed; totals may not equal 100%. “WHAT IS YOUR PRIMARY SOURCE FOR TRANSIT INFORMATION?”

Page 22 LRT N=1,024 BUS N=3,366 Note: Multiple responses allowed; totals may not equal 100%. “IF YOU USE METROTRANSIT.ORG, WHICH FEATURES DO YOU USE? (CHECK ALL THAT APPLY)?”

Page 23 LRT N=1,449 BUS N=4,594 Note: Multiple responses allowed; totals may not equal 100%. “WHAT IS THE PRIMARY PURPOSE OF YOUR TRIP TODAY?”

Page 24 LRT N=1,433 BUS N=4,497 “WHEN YOU BEGAN YOUR COMMUTE TODAY, HOW DID YOU GET TO YOUR BUS STOP/TRAIN STATION?”

Page 25 LRT N=1,439 BUS N=4,516 “WILL YOU TRANSFER TO/FROM A BUS AS PART OF YOUR TRIP TODAY?”

Page 26 LRT N=603 BUS N=2,433 Note: Question was only asked of those respondents who indicated that they will transfer buses or take a bus as part of their trip. *Not an option “HOW MANY TOTAL BUSES WILL YOU TAKE TO COMPLETE YOUR ONE- WAY TRIP?”

Page 27 LRT N=1,406 BUS N=4,311 “HOW FAR WOULD YOU ESTIMATE YOU TRAVELED TO GET TO THE BUS STOP/TRAIN STATION WHERE YOU BEGAN YOUR TRIP?”

Page 28 LRT N=1,407 BUS N=4,218 “HOW FAR WOULD YOU ESTIMATE YOU WILL TRAVEL TO GET TO YOUR LAST BUS OR TRAIN TO YOUR DESTINATION?”

Page 29 LRT N=1,073 BUS N=3,176 Note: Multiple responses allowed; totals may not equal 100%. “FOR WHICH OF THE FOLLOWING EVENTS DO YOU USE METRO TRANSIT SERVICE?”

Page 30 LRT N=1,341 BUS N=3,877 *Not an option “IF TRANSIT HAD NOT BEEN AVAILABLE, HOW WOULD YOU HAVE MADE THIS TRIP?”

RATINGS

Page 32 LRT N=1,180 BUS N=3,649 Note: "Don’t Use" responses were excluded from results. RATING: CLEAR, ACCURATE ROUTE INFORMATION IN THE TRANSIT SYSTEM MAP

Page 33 LRT N=649 BUS N=2,818 Note: "Don’t Use" responses were excluded from results. RATING: COURTEOUS CUSTOMER SERVICE ON THE METRO TRANSIT INFORMATION LINE ( )

Page 34 LRT N=710 BUS N=3,040 Note: "Don’t Use" responses were excluded from results. RATING: CLEAR, ACCURATE INFORMATION ON THE METRO TRANSIT INFORMATION LINE ( )

Page 35 LRT N=1,133 BUS N= 3,872 Note: "Don’t Use" responses were excluded from results. RATING: CLEAR, ACCURATE INFORMATION IN PRINTED SCHEDULES

Page 36 LRT N=1,282 BUS N=3,682 Note: "Don’t Use" responses were excluded from results. RATING: CLEAR, ACCURATE INFORMATION IN SHELTERS/PLATFORMS

Page 37 LRT N=1,053 BUS N=3,419 Note: "Don’t Use" responses were excluded from results. RATING: CLEAR, ACCURATE INFORMATION AT

Page 38 LRT N=738 BUS N=2,652 Note: "Don’t Use" responses were excluded from results. RATING: COURTEOUS, EFFICIENT SERVICE FOR FARE CARD PURCHASES AND INFORMATION IN METRO TRANSIT STORES

Page 39 LRT N=705 BUS N=2,746 Note: "Don’t Use" responses were excluded from results. RATING: VALUABLE BUS RIDING INFORMATION IN TAKEOUT, DISTRIBUTED MONTHLY ON TRAINS/BUSES

Page 40 LRT N=694 BUS N=2,512 Note: "Don’t Use" responses were excluded from results. RATING: INFORMATION ABOUT METRO TRANSIT ON ON-BOARD INFORMATION CARDS

Page 41 LRT N=1,303 BUS N=3,751 CONSIDERING METRO TRANSIT, PLEASE INDICATE HOW CLOSELY YOU ASSOCIATE THE FOLLOWING CHARACTERISTIC WITH THE ORGANIZATION: INFORMATION RESOURCE

Page 42 LRT N=1,303 BUS N=3,729 CONSIDERING METRO TRANSIT, PLEASE INDICATE HOW CLOSELY YOU ASSOCIATE THE FOLLOWING CHARACTERISTIC WITH THE ORGANIZATION: APPROACHABLE

Page 43 LRT N=1,303 BUS N=3,704 CONSIDERING METRO TRANSIT, PLEASE INDICATE HOW CLOSELY YOU ASSOCIATE THE FOLLOWING CHARACTERISTIC WITH THE ORGANIZATION: HELPFUL

Page 44 LRT N=1,296 BUS N=3,631 CONSIDERING METRO TRANSIT, PLEASE INDICATE HOW CLOSELY YOU ASSOCIATE THE FOLLOWING CHARACTERISTIC WITH THE ORGANIZATION: INNOVATIVE

Page 45 LRT N=1,311 BUS N=3,685 CONSIDERING METRO TRANSIT, PLEASE INDICATE HOW CLOSELY YOU ASSOCIATE THE FOLLOWING CHARACTERISTIC WITH THE ORGANIZATION: BENEFITS THE COMMUNITY

Page 46 LRT N=1,290 BUS N=3,640 CONSIDERING METRO TRANSIT, PLEASE INDICATE HOW CLOSELY YOU ASSOCIATE THE FOLLOWING CHARACTERISTIC WITH THE ORGANIZATION: HIP/FUN

Page 47 LRT N=1,317 BUS N=3,701 CONSIDERING METRO TRANSIT, PLEASE INDICATE HOW CLOSELY YOU ASSOCIATE THE FOLLOWING CHARACTERISTIC WITH THE ORGANIZATION: ENVIRONMENTALLY FRIENDLY

Page 48 LRT N=1,326 BUS N=3,736 CONSIDERING METRO TRANSIT, PLEASE INDICATE HOW CLOSELY YOU ASSOCIATE THE FOLLOWING CHARACTERISTIC WITH THE ORGANIZATION: EASY TO USE

Page 49 (3.17) LRT N=1,412 BUS N= 4,099 Note: “Don’t Know” responses are excluded from results. Mean scores are in parenthesis. (3.32) “PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH: OVERALL, YOU ARE SATISFIED WITH METRO TRANSIT SERVICE.”

Page 50 Note: “Don’t Know” responses were excluded from results. PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH: SUPERSAVER 31-DAY PASSES ARE CONVENIENT.

Page 51 Note: “Don’t Know” responses were excluded from results. PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH: SUPERSAVER STORED VALUE CARDS ARE CONVENIENT.

Page 52 Note: “Don’t Know” responses were excluded from results. PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH: GO-TO CARDS ARE CONVENIENT.

Page 53 Note: “Don’t Know” responses were excluded from results. PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH: LIKELY TO RECOMMEND METRO TRANSIT TRAIN/BUS SERVICE.

Page 54 Note: “Don’t Know” responses were excluded from results. PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH: TAKEOUT PROVIDES ENOUGH/VALUABLE INFO AND UPDATES.

Page 55 Note: “Don’t Know” responses were excluded from results. PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH: METROTRANSIT.ORG GIVES NEEDED INFO.

Page 56 Note: “Don’t Know” responses were excluded from results. PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH: ACCESS TO ROUTE/SCHEDULE INFORMATION USING METRO TRANSIT INFORMATION LINE.

Page 57 Note: “Don’t Know” responses were excluded from results. PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH: TIME SPENT FOR INFO BY PHONE IS NOT EXCESSIVE.

Page 58 Note: “Don’t Know” responses were excluded from results. PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH: FEEL CAR IS SAFE IN PARK & RIDE.

Page 59 Note: “Don’t Know” responses were excluded from results. PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH: PARK & RIDE LOTS CONVENIENTLY LOCATED.

Page 60 Note: “Don’t Know” responses were excluded from results. PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH: STATIONS/STOPS/SHELTERS ARE CLEAN.

Page 61 Note: “Don’t Know” responses were excluded from results. PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH: STATIONS/STOPS/SHELTERS WELL-LIT.

Page 62 Note: “Don’t Know” responses were excluded from results. PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH: FEEL SAFE RIDING AT NIGHT.

Page 63 Note: “Don’t Know” responses were excluded from results. PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH: FEEL SAFE RIDING DURING DAY.

Page 64 Note: “Don’t Know” responses were excluded from results. PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH: FEEL SAFE WAITING AT NIGHT.

Page 65 Note: “Don’t Know” responses were excluded from results. PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH: FEEL SAFE WAITING DURING DAY.

Page 66 Note: “Don’t Know” responses were excluded from results. PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH: ADEQUATE NUMBER OF SECURITY PERSONNEL OR FEATURES.

Page 67 Note: “Don’t Know” responses were excluded from results. PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH: TRANSFERRING TO A BUS IS NOT A PROBLEM

Page 68 Note: “Don’t Know” responses were excluded from results. PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH: TIME WAITING TO TRANSFER/NEXT TRAIN NOT EXCESSIVE.

Page 69 Note: “Don’t Know” responses were excluded from results. PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH: EXPRESS OR TRAIN SERVICE HOURS ARE SUFFICIENT.

Page 70 Note: “Don’t Know” responses were excluded from results. PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH: DRIVER OPERATION SAFE & RESPONSIBLE.

Page 71 Note: “Don’t Know” responses were excluded from results. PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH: SECURITY/DRIVERS COURTEOUS & HELPFUL.

Page 72 Note: “Don’t Know” responses were excluded from results. PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH: SECURITY/DRIVERS APPEAR PROFESSIONAL.

Page 73 Note: “Don’t Know” responses were excluded from results. PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH: TRAINS/VEHICLES ARE RELIABLE.

Page 74 Note: “Don’t Know” responses were excluded from results. PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH: TRAINS/VEHICLES ARE COMFORTABLE.

Page 75 Note: “Don’t Know” responses were excluded from results. PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH: TRAINS/VEHICLES ARE CLEAN.

BUS ONLY QUESTIONS

Page 77 BUS N=4,150 “WHAT TYPE OF SERVICE ARE YOU CURRENTLY RIDING, OR DID YOU RIDE MOST RECENTLY?”

Page 78 BUS N=4,516 “WILL YOU TRANSFER TO/FROM A LIGHT-RAIL TRAIN AS PART OF YOUR TRIP TODAY?”

Page 79 BUS N=4,510 “HAVE YOU RIDDEN THE HIAWATHA LIGHT-RAIL LINE?”

Page 80 BUS N=2,162 Note: “None” was not an option in “IF SO, HOW MANY DAYS PER WEEK DO YOU NORMALLY TAKE THE HIAWATHA LIGHT-RAIL LINE?”

Page 81 BUS N=3,768 Note: "Don’t Use" responses were excluded from results. RATING: CLEAR, ACCURATE INFORMATION AT BUS STOPS

Page 82 Note: “Don’t Know” responses were excluded from results. PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH THE FOLLOWING STATEMENTS

LIGHT-RAIL ONLY QUESTIONS

Page 84 N=1,397 “HOW MUCH DID THE INTRODUCTION OF THE LIGHT RAIL TRAIN INFLUENCE YOUR DECISION TO USE METRO TRANSIT SERVICE OR REGIONAL BUS SERVICE?”

Page 85 N=1,438 Note: Downtown East/Metrodome was not included in weekend data collection (10/26/08) due to platform maintenance. “AT WHICH STATION DID YOU BOARD THE TRAIN TODAY?”

Page 86 N=1,432 “AT WHICH STATION DID YOU DEPART THE TRAIN TODAY?”

Page 87 N=1,435 “HOW OFTEN DO YOU USE A TICKET VENDING MACHINE TO PAY YOUR FARE?”

Page 88 Note: “Don’t Know” responses were excluded from results. PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH THE FOLLOWING STATEMENTS

Page 89 Note: “Don’t Know” responses were excluded from results. PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH THE FOLLOWING STATEMENTS

CONTACT INFORMATION PERISCOPE 921 WASHINGTON AVE S MINNEAPOLIS MN T F