1. Access 2017 Customer Satisfaction Survey
Delighted to be here
Here to share some of the findings of this telephone survey of Access customers
December 11, 2017
The Fairfax Research Group

2. Methodology Telephone survey
Customers who rode with Access at least once in the previous six months
Conducted in October 2017
Sample sizes:
2011 = 1,204
2017 = 1,319
Average questionnaire length of 20 minutes
Sampling error margin:
2011 = 2.9 percentage points
2017 = 2.7 percentage points
The questions in the study asked them their feelings about their experiences with the most recent trip with Access.
We asked them to tell us about the several aspects of their most recent trip including:
The Driver
The Reservation Agent
Customer Service Representative
The Vehicle
What they liked and disliked about the trip
Their overall satisfaction with every aspect of the trip
And what Access could do to improve the service
Customers liked to talk. Some even thanked us for calling them. Appreciated your interest in their opinions.
Useable numbers: 34,535
Number of total calls: 19,674
Unique sample points dialed: 8,853

3. The Driver Driver was very helpful Driver was courteous
Very/Somewhat Courteous
Very/Somewhat Satisfied
Satisfied with the driver
n=1,204/1,319

4. Reservation Agent Reservation agent was courteous
Reservation was accurate
Very/Somewhat courteous
Yes, appointments accurate
Very/Somewhat satisfied
Satisfied with reservation agent
n=1,204/1,319

5. Customer Service Rep
Speak with Customer service representative regarding trip issue or ETA
Customer service representative was courteous
Spoke with customer service representative
Very/Somewhat courteous
Very/Somewhat satisfied
How satisfied are you with the customer service representative?
n=500/489

6. The Vehicle Difficulty/Problems Entering/Exiting Vehicle
Ride: Satisfaction
Cleanliness: Satisfaction
Ride: Very/Somewhat satisfied
Cleanliness: Very/Somewhat satisfied
Comfort: Very/Somewhat satisfied
Appearance: Very/Somewhat satisfied
Comfort: Satisfaction
Appearance: Satisfaction
n=1,204/1,319
n=1,204/1,319

7. Travel Time Travel time with Access compared to the bus n=1,204/1,319
Access policy: As fast as the bus, 20 minute window
n=1,204/1,319

8. Punctuality
Driver Arrive Within 20 Minutes of Scheduled Pickup Time
n=1,204/1,319
Access policy: As fast as the bus, 20 minute window
Average Number Minutes Arrive Outside of 20 Minute On-Time Window
2011 10
2017 13
n=172/191

9. Complaint Resolution Satisfaction with Access Response to Concerns
(Customers Who Filed a Complaint)
Very/somewhat satisfied
Very/somewhat dissatisfied
n=249

10. Types of Commendations
Compliment Driver/ Polite/Patient/Competent
Compliment Access/ Appreciate Access
Compliment Service/Great Customer Service/Took Good Care of Me
60% 9%
of Access customers filed a commendation in the past six months
17%
14%
n=1,319
n=123

11. Operations Monitoring Center
Satisfaction with Experience Calling Access OMC
(Customers Who Called OMC)
Very satisfied/Somewhat satisfied
n=539

12. Beyond the Curb Service During Trip
Satisfaction with Driver Response to Request for Assistance to Door
(Customers who requested unscheduled assistance)
felt Access resolved the issue
Very/Somewhat satisfied
Very/Somewhat dissatisfied
n=152

13. Beyond the Curb Request at Reservation
Satisfaction with Way Access Handled Beyond the Curb Service
(Customers who requested beyond the curb service at time of reservation)
felt Access resolved the issue
Very/Somewhat satisfied
n=232

14. Traveling with Service Animal
Experienced Difficulties or Problems Traveling with Service Animal
(Customers who travel with a service animal)
n=53

15. Quality of Service Last 2 Years
Improved a lot/Improve a little
Gotten a lot worse/Gotten a little worse
n=1,204/1,319

16. Overall Satisfaction Satisfaction with Total Ride Experience
Overall Satisfaction with Access
Total Experience: Very/Somewhat satisfied
Overall satisfaction:
Very/Somewhat satisfied
Very/Somewhat dissatisfied
n=1,204/1,319