1. 2013 RTD Paratransit Customer Satisfaction Survey Results – Executive Summary July, 2013

2. Purpose and Methodology At RTD the Customer Satisfaction research is used to: Provide key information on who our customers are and how they use the service What aspects of the service have the greatest influence on customers’ overall perceptions and how well RTD performs on those factors Compare service types or service areas Monitor the success of improvement efforts Prioritize projects The survey was conducted using a methodology developed to deliver accurate and representative results. RTD invited a random sample of 6,805 customers who are certified to use paratransit services to participate in the survey, which represents approximately 50% of the active user database. By the time that the survey closed, 1,441 passengers had completed at least part of the survey (response rate of 21%). The survey could be completed using one of three avenues, according to the customers’ needs. Most passengers completed the survey in paper-and-pencil format (1,404 participants), but a small number of participants completed the survey either via a toll free telephone survey (20 participants) or an accessible web survey meeting the latest accessibility standards (17 participants). Surveys were also available in Spanish, in the multiple formats, upon request. The excellent response rate provides for a +/- 2.5% margin of error on results reflecting the paratransit customer base as a whole. 2

3. Key Findings Overall evaluations of RTD’s paratransit services are very positive. High overall satisfaction ratings indicate that customers are satisfied with the performance of the service in the aspects that matter most. Access-a-Ride customers rated their Most Recent Trip, as well as their Satisfaction with Access-a-Ride over the Past 6 Months, very positively, resulting in an average satisfaction rating of 4.2 on a 5-point scale. Access-a-Cab customers rated their Most Recent Trip, as well as their Satisfaction with Access-a-Cab over the Past 6 Months, very positively, resulting in an average satisfaction rating of 4.1 on a 5-point scale. Paratransit services are evaluated positively across all areas of service performance. Access-a-Ride tended to be evaluated slightly more favorably compared to Access-a-Cab. Safety/Security, Operator Performance and Comfort are particular highlights of Access-a-Ride Service. Access-a-Cab is evaluated slightly more favorably on aspects of pricing/fares. 3 Average Overall Satisfaction Ratings by Service Access-a-RideAccess-a-Cab Total Bus (Weighted) Light Rail Overall Customer Satisfaction Rating (Scale: 1 = Poor to 5 = Excellent) 4.24.14.24.1

4. Performance Evaluations – Average Ratings for Access-a-Ride versus Access-a-Cab Access-a-Ride receives statistically higher ratings in the following performance areas: Scheduling/Reservation: Wait time to reach an operator is the aspect of paratransit service that was evaluated least favorably, 46% of customers reported waiting 3 or fewer minutes to contact an operator. The average wait time was reported to be 5 minutes, actual performance indicates an average wait time of approximately 3 minutes or less. Timeliness: Adherence to scheduled pickup and arrival times is rated slightly higher on Access-a-Ride trips. Comfort: Access-a-Ride vehicles are evaluated as being cleaner and more spacious while Access-a-Cab vehicles are evaluated as being quieter. Operator Performance: Access-a-Ride operators are evaluated statistically better in 11 of 12 driver performance attributes. Vehicle: Access-a-Ride receives statistically higher ratings in safety satisfaction and ease of boarding/alighting. Customer Information: Access-a-Ride passengers find the acquisition of information and completeness of information more satisfying. Safety/Security: Access-a-Ride safety ratings were higher overall. Access-a-Cab was evaluated more favorably in these areas: Pricing/Fares: “The price you paid for the service you receive” was rated slightly higher by Access-a-Cab patrons. Noise level in the vehicle is evaluated statistically better in Access-a-Cab vehicles. Performance Area Access-a-Ride Average Rating Access-a-Cab Average Rating Significant Differences Overall Satisfaction 4.24.1 Scheduling/Reservation 4.14.0* Reservation Operator 4.44.3 Dispatch 4.44.5 Timeliness 4.14.0* Comfort 4.44.3* Operator Performance 4.44.0* Vehicle 4.24.1* Customer Information 4.24.0* Pricing/Fares 4.14.2* Safety/Security 4.54.4* Previous 6 Months 4.24.1 4

5. Paratransit Customer Demographics RTD paratransit customers tend to be older than users of other RTD service types. 56% of Access-a-Ride customers and 59% of Access-a-Cab customers are 65 years of age or older, compared to 6.9% for Fixed Route Bus service users. RTD’s paratransit services frequently provide transportation for low income members of the community, 50% of Access-a- Ride and 60% of Access-a-Cab customers report household incomes of less than $15,000 per year, compared to 26.3% for Fixed Route Bus service users. Paratransit customers tend to have lower education levels when compared to customers using other services. Nearly half of all customers indicated they graduated high school or have less than 12 years of formal education, compared with 28% of Fixed Route Bus patrons. 85.9% of paratransit customers are retired or are unable to work, 9.8% of Fixed Route customers indicated they are retired or are unable to work. Nearly 2/3 rds of Access-a-Ride customers and 80% of Access-a-Cab customers are female. 25% of paratransit customers indicated they had used a fixed route service in the 12 months preceding the survey. County of residence among Access-a-Ride customers is congruent in proportion to fixed route bus service overall. Access- a-Cab customers are more concentrated in Denver than customers using other service types. 5 Percentage of Customers' County of Residence CountyAccess-a-RideAccess-a-CabFixed Route Bus Adams11.5%8.4%12.1% Arapahoe23.4%15.4%18.7% Boulder2.9%3.7%12.8% Broomfield1.3%0.0%1.0% Denver36.9%58.4%35.8% Douglas3.1%0.3%1.2% Jefferson19.7%12.8%16.0% Weld0.3%0.0%0.4% Other1.0% 2.0%

6. Income Level and Fare Satisfaction A relatively small number of customer comments and other anecdotal evidence have resulted in a hypothesis that fares for paratransit services are too high. Satisfaction with “The price you pay overall,” and “The service you receive for the fare you provide” do not vary significantly across income categories. 6 The service you receive for the fare you provide Income CategoryAccess-a-Ride VehicleAccess-a-Cab Vehicle Under $15,000 4.1 $15,000 - $24,999 4.24.3 $25,000 - $34,999 4.14.5* $35,000 - $49,999 4.24.5* 50,000 - $74,999 4.44.0* $75,000 - $99,999 4.4*4.5* $100,000 or more 4.8*5.0* The price you pay overall Income CategoryAccess-a-Ride VehicleAccess-a-Cab Vehicle Under $15,000 3.94.2 $15,000 - $24,999 4.14.2 $25,000 - $34,999 4.04.5* $35,000 - $49,999 4.24.5* 50,000 - $74,999 4.14.6* $75,000 - $99,999 3.8*4.6* $100,000 or more 4.8*4.7* *Note: Small sample sizes are noted with an asterisk. Use caution when interpreting results from small sample sizes, data may be unreliable.