1. Chief Communications Officer Report EMAC Thursday, September 21, 2006 14

2. 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%

3. 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%)

4. 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%)

5. 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

6. 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

7. “12-minute Map”

8. 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

9. Revenue projections

10. Employee suggestion program  Researched past programs  Formed committee  Outlined program  Identified responsible departments  Developed implementation plan  December implementation

11. Sign improvement program  BOS grant funded  50% increase in customer information displays  Moving toward standards  Program lacks resources