Chief Communications Officer Report EMAC Thursday, September 21,
Leading indicators Ridership is up 9% over last year Fare revenue is up 5.7% over last year Discretionary ridership is at 34% Metro service is better (83%) Metro image is improving (86%) Complaints are down 16% Customer satisfaction levels at 85%
High marks from customers They’re satisfied (85%) Metro service is better (83%) Day Pass is convenient (88%) Metro image is improving (86%) Operators are courteous (80%) Discretionary ridership up (34%)
Infrequent timed transfers drop ratings Timed Transfer: waiting 15 minutes or more Customer satisfaction (90% to 72%) Metro service is better (87% to 66%) Safe while waiting (89% to 71%) On-time performance (81% to 57%) Service is convenient (93% to 78%) Metro image is improving (90% to 71%) Discretionary ridership (38% to 24%)
Metro vanpool program advancing Developed program model Determined NTD requirements Developing program identity RFP in November/December Program to start in January Goal of 600 vans in first year
Ridership efforts 110 Freeway Service ridership increasing Gold Line direct mailing nets record month New Resident Program nets 7% return I-Pass Program enrolls four schools Employer Programs growing Destination marketing launched Lines identified for route promotions 12-minute map created
“12-minute Map”
Revenue programs moving forward Moving forward with rail car advertising plan to test train wraps Testing station advertising at six locations Testing vending at six stations Tunnel advertising co-op proposed Parking stripes touch and go Not pursuing paid cross-promotions Other efforts moving slowly Working with labor
Revenue projections
Employee suggestion program Researched past programs Formed committee Outlined program Identified responsible departments Developed implementation plan December implementation
Sign improvement program BOS grant funded 50% increase in customer information displays Moving toward standards Program lacks resources