March 18,2014 ADDENDUM NO. 03 RFP ADVERTISING, MARKETING AND PUBLIC RELATIONS SERVICES BIDDBR OUESTIONS AI\D RTC RESPONSES

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1 S. Grand Central Parkway, Suite 350 r Las Vegas, Nevada o Fax: '1518 0t l0ultetx tv 0A Tina Quigley, General Manager ADDENDUM NO. 03 RFP ADVERTISING, MARKETING AND PUBLIC RELATIONS SERVICES March 18,2014 The Regional Transportation Commission of Southern Nevada (RTC) herewith issues this addendum to the above-referenced project. Except as modified herein, all other terms and conditions shall remain in effect. REOUEST FORPROPOSALS The proposal due date and time remains March 25,2014 at 3:00 p.m. OUESTIONS AND ANSWERS Please see below for Questions and Answers. Attachments A1 and A2 are for the specified questions. BIDDBR OUESTIONS AI\D RTC RESPONSES QUESTTON 1: Is there recent market research available to us such as market segmentation, and usage and awareness studies that are applicable to completing the Advertising and Marketing Scope of Work? RESPONSE 1: The most recent survey is our customer service survey that is attached. See Attachment Al. QUESTTON 2: May we obtain a copy of the tentative Fiscal Year 2015 Government Affairs, Marketing and Media calendar? RESPONSE 2: Attached is a tentative calendar. See Attachment A2 QUESTTON 3 Can you further define the associated costs within the $1,000,000 budget? For example, are production costs (i.e. printing, installation fees, etc.) included within this proposed budget? RESPONSE 3 Yes the $1,000,000 budget covers all costs including advertising buys, production, installation, etc. for all projects. The budget may not exceed $1,000,000. QUESTTON 4 How much emphasis will be placed on Hispanic marketing efforts? RESPONSE 4 Addendum 03 - March 18,2014 Page I

2 Per the scope of work, Title VI is very important to the RTC and being able to develop plans and respond to the Hispanic community via the proposer's efforts is an essential component to the agency especially pertaining to our marketing and media relations efforts. QUESTTON s Please define/provide more specifics on what you are looking for in the work plan. Is this meant to be the exact plan we would recommend based on what we know? Or would we work with RTC to develop the plan? RESPSONE 5 The goal is not to provide the exact plan because the RTC will work with the winning proposer to develop an exact plan. The work plan submittal is designed to see if the proposer understands the basic requirements of a work plan, qualþ of work, implementation of a schedule, samples, etc. The work plan ensures that the proposer has a basic understanding of the scope, creativity, etc. Language in kfp: Depth of "frrm's understanding of the requirements and overall quality of work plan; logic, clarity and specificity of the work plan; implementation schedule; ability to demonstrate an understanding of the project scope; creativity and appropriateness of approach; quality and effectiveness of representative samples submitted; and stated "technical" exceptions and deviations Issued by: Purchasing Manager Attachments: Addendum 03 - March 18,2014 Page2

3 RTC On Board Customer Survey Wave 1 October 2013

4 Background and Objectives The RTC Customer Satisfaction Survey represents a step toward the goal of building an RTC Customer Satisfaction Index that can be used to measure customer satisfaction on a quarterly basis. The survey instrument was developed using feedback provided by RTC customers during focus group workshops conducted in July The results of this survey will provide inputs for the development of a Customer Satisfaction Index. This initial Customer Satisfaction Survey will: Provide a basis for quarterly monitoring of customer satisfaction and RTC performance. Provide a baseline against which to measure future performance. Provide the basis for a Customer Satisfaction Index. Establish a customer quality expectation to which vendors can be held accountable. Provide a mechanism for comparing the performance of service from each garage. Provide a basis for creating a culture of accountability. Provide a transparent method of public performance reporting. 2

5 Methodology Two focus group sessions with RTC customers were conducted on July 29, Feedback obtained during the focus group sessions was used to develop the content of the RTC customer survey. 495 surveys were completed by customers on board the bus. Surveys were administered to customers who were on board an RTC bus during the act of taking an RTC trip. Surveys were administered from September 3, 2013 through September 12, Surveys were administered on all routes, during all service periods throughout the day, and on all seven days of the week. 3

6 Methodology Two versions of the survey were administered. One version was administered to local residents, and a separate version was administered to tourists. The Local and Tourist surveys had nine questions in common. The Local survey had eight unique questions. The Tourist survey had seven unique questions. Survey administrators were fluent in English and Spanish. English and Spanish versions of both the Local and Tourist surveys were made available to customers. Riders were offered a five day bus pass as an incentive for completing the survey. 4

7 Methodology The following tables indicate the distribution of surveys by route, time of day, and day of week. Route Total Total Total Route Route Surveys Surveys Surveys BHX CX Deuce DVX HDX MAX SDX SX WAX Service Period Total Surveys Morning 51 Midday 125 A/ernoon 258 Evening 49 Late Night 4 Overnight 8 Service Day Total Surveys Weekday 416 Saturday 44 Sunday 35 5

8 Customer Characteristics

9 Demographic Pro<ile of Riders Gender Selected Language Spanish 6% Residency Tourist 14% Male 52% Female 48% English 94% Local 86% Age Income 45% 40% 35% 30% 25% 20% 15% 5% 0% 38% 20% 19% 16% 7% 1% < % 60.0% 50.0% 40.0% 30.0% 20.0% 10.0% 0.0% 0.2% None (Student) 62% Under $25K 28% 7% $25-$50K $50-$75K 3% Above $75K

10 Net Promoter Score

11 Overall Net Promoter Score Promoters 49% 45.0% 40.0% 39% 35.0% 30.0% 25.0% 20.0% Detractors 20% Passives 30% 18% 15.0% 10.0% 9% 13% 5.0% 0.0% 1% 1% 2% 1% 3% Likelihood of Recommending RTC Question 1: On a scale of 0-10, where 0 means Not at all likely and 10 means Very likely, how likely would you be to recommend riding the RTC bus to a friend or neighbor? 9 5%

12 NPS by Residency Tourists are more likely to recommend RTC than locals. 70% 65% 60% 50% 40% 30% 20% 23% Overall NPS 0% Locals Tourists 10

13 NPS by Gender Females and males have similar likelihoods of recommending RTC. 60% 50% 40% 30% Overall NPS 29% 28% 20% 0% Female Male 11

14 NPS by Age Customers in their 30s are most likely to recommend RTC. 60% 50% 40% 30% Overall NPS 24% 41% 33% 34% 33% 20% 0%

15 NPS by Problem Reported Customers who reported a problem in the last three months are less likely to recommend RTC. 60% 50% 40% 36% 30% Overall NPS 20% 13% 0% No Problem Reported Problem Reported 13

16 NPS by Problem Resolution Customers whose problems were not resolved by Customer Service are unlikely to recommend RTC. 60% 50% 40% 30% Overall NPS 20% 17% 6% 0% Problem Not Resolved Problem Resolved 14

17 NPS by Length of RTC Use* New customers are more likely to recommend RTC than long-term customers. 60% 50% 47% 40% 30% 20% 25% Overall NPS 18% 24% 13% 0% Less than 3 months 3-6 months 6 months - 1 year 1-5 years More than 5 years *Graph reflects local customers only. 15

18 NPS by Race* Hispanic customers are most likely to recommend RTC. 60% 50% 40% 30% Overall NPS 33% 20% 23% 20% 0% Black or African American White Hispanic *Graph reflects local customers only. 16

19 NPS by Service Day Weekend customers are more likely to recommend RTC than weekday customers. 60% 50% 42% 43% 40% 30% 26% Overall NPS 20% 0% Weekday Saturday Sunday 17

20 NPS by Time of Day* While evening customers are most likely to recommend RTC, Midday customers are least likely to recommend RTC. 60% 50% 49% 40% 30% Overall NPS 30% 24% 20% 18% 0% Morning Midday Afternoon Evening *Late Night and Overnight sample sizes were too small to include. 18

21 NPS by Garage Customers on Lot A based routes and Lot B based routes have similar likelihoods of recommending RTC. 60% 50% 40% 30% 27% Overall NPS 29% 20% 0% Lot A Lot B 19

22 NPS by Garage and Residency Tourists on Lot B based routes are more likely to recommend RTC than locals on Lot B based routes. The sample size of tourists on Lot A based routes is too small to generate an NPS score for that group. Lot A NPS by Residency Lot B NPS by Residency 70% 60% 50% 70% 60% 50% 61% 40% 30% 20% 27% 24% Overall NPS: 29% 40% 30% 20% 29% Overall NPS: 29% 22% 0% Low Sample Size Overall Lot A Lot A Locals Lot A Tourists 0% Overall Lot B Lot B Locals Lot B Tourists 20

23 NPS and Other Factors Net Promoter Score was evaluated against additional service and demographic factors whose sub-categories yielded sample sizes that were too small to provide meaningful conclusions. These factors include: Income Language Frequency of RTC use (locals only) Nation of residence (tourists only) 21

24 Customer Impressions and Satisfaction

25 Impressions of RTC Service Three quarters of riders agree that RTC service is safe. Approximately half the riders agree that RTC service is reliable and that RTC schedules are correct. RTC service is safe 76% 20% 4% RTC electronic signs and texts are reliable and correct 66% 28% 7% RTC service is convenient 64% 29% 7% RTC gets me where I need to go when I want to get there 64% 29% 8% RTC service is priced fairly 56% 33% 11% RTC service is reliable 55% 34% 11% RTC schedules are correct 55% 35% Agree Neutral Disagree Question 2: On a scale of 1-10, where 1 means Strongly disagree and 10 means Strongly agree please tell us how much you agree with the following statements. The response scale used in this graph: 1-3 = Disagree ; 4-7 = Neutral ; 8-10 = Agree 23

26 Satisfaction with RTC Performance Customers highest level of satisfaction is with bus cleanliness. Customers lowest level of satisfaction is with bus timeliness. Bus cleanliness 67% 29% 4% Drivers' overall performance 66% 30% 4% RTC security personnel overall performance 66% 29% 5% Customer Service overall performance 65% 31% 4% Bus comfort (climate and seating) 64% 32% 4% The buses always stop for me 62% 29% The buses always arrive even if they are early or late 59% 31% 9% Bus stop and shelter cleanliness 56% 35% Fare pricing structure 54% 37% 8% Buses arrive on time 50% 39% 11% Satisfied Neutral Dissatisfied Question 3: On a scale of 1-10, where 1 means Very Dissatisfied and 10 means Very Satisfied please rate your satisfaction with RTC performance on the following elements of RTC service. The response scale used in this graph: 1-3 = Dissatisfied ; 4-7 = Neutral ; 8-10 = Satisfied 24

27 Feelings of Safety and Security Customers feel more secure while on the bus than while waiting for the bus. Accidents while riding RTC buses 79% 17% 4% Security on the bus 71% 24% 4% Security at bus stops or shelters 55% 31% 14% Feel Safe Neutral Feel Unsafe Question 4: On a scale of 1-10, where 1 means Very Unsafe and 10 means Very Safe please rate how you feel about the following elements of RTC service. The response scale used in this graph: 1-3 = Feel Unsafe ; 4-7 = Neutral ; 8-10 = Feel Safe 25

28 Satisfaction with Customer Service Customers are more satisfied with on-board customer service than with Call Center customer service. Bus driver customer service 61% 33% 6% Other on-board customer service (Transit Ambassadors) 58% 38% 4% Security Officer Customer Service 56% 39% 5% Call Center customer service 46% 48% 6% Satisfied Neutral Dissatisfied Question 5: On a scale of 1-10, where 1 means Very Dissatisfied and 10 means Very Satisfied please rate your overall level of satisfaction with RTC customer service on the following elements. The response scale used in this graph: 1-3 = Dissatisfied ; 4-7 = Neutral ; 8-10 = Satisfied 26

29 Satisfaction with RTC Drivers Customers are more satisfied with bus operator driving skills than with bus operator customer interactions. Driver drove safely 80% 18% 1% Driver was familiar with RTC bus routes 78% 19% 3% Driver assisted passengers 76% 21% 3% Driver enforced rules of the bus 73% 23% 4% Friendliness of drivers 70% 26% 5% Satisfied Neutral Dissatisfied Question 7: On a scale of 1-10, where 1 means Very Dissatisfied and 10 means Very Satisfied please rate your overall level of satisfaction with RTC bus drivers on the following elements. The response scale used in this graph: 1-3 = Dissatisfied ; 4-7 = Neutral ; 8-10 = Satisfied 27

30 Customer Importance Factors

31 Top 10 Customer Importance Factors On-time performance is the most important service factor for local customers. Frequency of service is the most important service factor for tourists. 30% 25% 26% 24% % of Customers 20% 15% 5% 12% 19% 12% 11% 9% 7% 7% 7% 7% 7% 7% 6% 6% 6% 7% 1% 5% 5% 4% 4% 3% 4% 4% 4% 0% Buses arrive Frequency of on time service All Customers Local Tourist Fare price Bus comfort Route Coverage Courtesy of drivers Safety on the bus Bus cleanliness Ease of purchasing fare Security on the bus and at the bus stop Question 8: Which one of the following elements of RTC bus service is most important to you? 29

32 Top 10 Overall Customer Importance Factors On-time performance is the most important service factor for customers. On-time performance is cited as the most important service element by twice as many customers as the next closest item. 30% 25% 24% % of Customers 20% 15% 5% 12% 7% 7% 6% 6% 5% 4% 4% 0% Buses arrive on time Frequency of service Fare price Bus comfort Route Coverage Courtesy of drivers Safety on the bus Bus cleanliness Ease of purchasing fare Security on the bus and at the bus stop All Customers Question 8: Which one of the following elements of RTC bus service is most important to you? 30

33 Top 10 Local Customer Importance Factors On-time performance is the most important service factor for local customers. On-time performance is cited as the most important service element by twice as many local customers as the next closest item. 30% 25% 26% % of Customers 20% 15% 5% 11% 7% 7% 7% 6% 5% 4% 3% 0% Buses arrive on time Frequency of service Fare price Bus comfort Safety on the bus Route Coverage Courtesy of drivers Bus cleanliness Security on the bus and at the bus stop Ease of purchasing fare Local Customers Question 8: Which one of the following elements of RTC bus service is most important to you? 31

34 Top 10 Tourist Customer Importance Factors Frequency of service is the most important service factor for tourists. 30% 25% % of Customers 20% 15% 5% 19% 12% 9% 7% 7% 6% 4% 4% 0% Frequency of service Buses arrive on time Courtesy of drivers Ease of purchasing fare Route Coverage Fare price Bus comfort Knowledge of drivers Bus cleanliness Security on the bus and at the bus stop Tourist Customers Question 8: Which one of the following elements of RTC bus service is most important to you? 32

35 Local versus Tourist Customer Importance Factors Locals and tourists both cite the same top two items of importance, though in different orders: - Locals rank On-Time Performance as most important and Frequency of Service as second most important - Tourists rank Frequency of Service as most important and On-Time Performance as second most important Locals and tourists express different priorities beyond the top two items of importance: - The 3 rd, 4 th, and 5 th most important items to local customers are Fare Price, Bus Comfort, and Safety on the Bus - The 3 rd, 4 th, and 5 th most important items to tourist customers are Courtesy of Drivers, Ease of Purchasing Fare, and Route Coverage Question 8: Which one of the following elements of RTC bus service is most important to you? 33

36 All Customers: NPS of Five Most Important Factors Customers who state that on-time performance is the most important service factor are least likely to recommend RTC. % of Customers Stating Most Important 25% 20% 24% High Importance, Low NPS 15% 5% 9% 41% 12% 33% 31% 29% 7% 7% 45% 40% 35% 30% 25% 20% 15% 5% Net Promoter Score 0% Buses arrive on time Frequency of service Fare price Bus comfort Route Coverage 0% % of Overall Customers NPS 34

37 Local Customers: NPS of Five Most Important Factors Local customers who state that on-time performance is the most important service factor are least likely to recommend RTC. % of Customers Stating Most Important 30% 26% 25% 20% 15% High Importance, Low NPS 5% 4% 30% 11% 30% 26% 7% 7% 45% 50% 45% 40% 35% 30% 25% 20% 15% 5% Net Promoter Score 0% Buses arrive on time Frequency of service Fare price Bus comfort Safety on the bus % of Local Customers NPS 35 0%

38 Tourist Customers: NPS of Five Most Important Factors The sample size of tourist customers is too small to conduct an Importance-NPS Analysis of tourist customers. 36

39 Importance Performance Analysis Net Promoter Score (NPS among those stating item is most important Mean NPS Nice to Haves Low Importance High NPS Neither Mean Importance Importance Rating (% Saying Most Important) Strengths High Importance High NPS Weaknesses High Importance Low NPS

40 All Customers: Importance Performance Customers who emphasize on-time performance have low NPS Customers who emphasize frequency of service have high NPS 60% Courtesy of drivers NPS Among Those Indicating Highest Importance 50% 40% 30% 20% Safety on the bus Fare price Bus comfort Route coverage Frequency of service Buses arrive on time Strength: Frequency of service Weakness: Buses Arriving on time 0% 0% 5% 15% 20% 25% Importance (% stating most important RTC service element) 38

41 Local Customers: Importance Performance Local customers who emphasize on-time performance have low NPS There are no High Importance-High NPS service elements among local customers 60% NPS Among Those Indicating Highest Importance 50% 40% 30% 20% Safety on the bus Bus comfort Frequency of service Fare price Buses arrive on time Strengths: None Weakness: Buses Arriving on time 0% 0% 5% 15% 20% 25% Importance (% stating most important RTC service element) 39

42 Tourist Customers: Importance Performance The sample size of tourist customers is too small to conduct an Importance Performance Analysis of tourist customers. 40

43 Problem Reporting And Resolution

44 Problem Reporting Less than a quarter of customers have recently contacted RTC about a problem. Over 40% of customers who contacted RTC feel their problem was not resolved. Question 6: Have you contacted RTC about a problem you ve had in the last 3 months? 78% 22% Reported Problem Question 6A: If yes, was the issue resolved? Question 6B: If yes, how satisfied were you with the wait time? 42% 27% 47% 58% 26% Problem Resolved 42 Satisfied Neutral Dissatisfied

45 Smartphone Ownership And Use

46 Smart Phones Over 60% of customers own a smart phone. Over 60% of customers with smart phones indicate they would buy a bus pass with an app. Do you own a smartphone? 2% If you own a smartphone, would you buy a bus pass using an app? 34% 38% 63% 62% I don't know what it is No Yes No Yes What kind of smartphone do you have? 5% Do you have an unlimited phone data plan? 8% Does your cell phone plan limit the number of texts you can receive? 17% 28% 51% 59% 32% 30% 70% BlackBerry Droid iphone Other I don't know No Yes No Yes

47 Local Customer Questions

48 Demographics of Local Riders 40% 35% 30% 38% 34% 25% 20% 21% 15% 5% 0% 3% 1% 1% 0.2% 0.2% 0.2% 0.2% Local Question 20: What is your race? 46

49 Duration and Frequency of RTC Use by Local Riders 59% of local customers have been using RTC service for more than one year. 41% of local customers have been using RTC service for less than one year. It may be useful to explore why there is such a large population of short-term customers. 86% of local customers use RTC service at least three days per week. Length of Time Using RTC Riding Frequency 35% 30% 25% 20% 15% 5% 0% 12% 12% 17% Less than 33-6 months 6 months - months 1 year 27% 32% 1-5 years More than 5 years 70% 60% 50% 40% 30% 20% 0% 1% 5% 8% Once a month or less Less than once a week, but more than once a month 1-2 days per week 24% 3-4 days per week 62% 5+ days per week Local Question 15: How long have you been using RTC service? Local Question 16: How often do you ride the bus? 47

50 Onboard Wi<i More than two thirds of local customers indicate they would use wifi on the bus. Smartphones would be the most prevalent device used to access wifi. Would you use wifi on the bus? 6% If yes, which device would you use to access wifi? Smartphone 69% 66% 28% Laptop Tablet Smartphone; Laptop; Tablet Other Smartphone; Laptop 5% 5% 5% 3% I don't know what it is No Yes 2% Smartphone; Tablet 0% 20% 30% 40% 50% 60% 70% 80% Local Question 9: Would you use wifi? Local Question 9A: If yes, which device? 48

51 Text and E- mail Alerts 55% of customers are aware of text and alerts. 55% 45% No Yes Local Question 11: Are you aware that you can subscribe to RTC for up-to-the-minute transit route detour alerts via text or ? 49

52 Bus Pass Point of Purchase One third of local customers prefer to buy their bus passes on the bus. On the bus 33% At a retail outlet 26% Ticket vending machine 19% RTC facilities 11% On the Internet I don't buy my bus pass 3% 3% On the bus; At a retail outlet RTC facilities; At a retail outlet (grocery store, drug store) Ticket vending machine; On the bus Ticket vending machine; On the bus; On the internet; At a Ticket vending machine; At a retail outlet RTC facilities; On the internet Ticket vending machine; On the bus; On the internet Place of employment 1% 1% 1% 0.5% 0.5% 0.5% 0.2% 0.2% Local Question 12: Where do you prefer to buy your bus passes? 0.0% 5.0% 10.0% 15.0% 20.0% 25.0% 30.0% 35.0% 50

53 Ride Tracker Less than half of local customers are aware of Ride Tracker. Less than half of customers who are aware of Ride Tracker actually use it. Are you aware of Ride Tracker? If yes, do you use it? 41% 59% 40% 60% No Yes No Yes Local Question 13: Are you aware of the Ride Tracker feature on the RTC mobile site? Local Question 13A: If yes, do you use it? 51

54 ridertc Less than 40% of local customers are aware of ridertc. Less than half of customers who are aware of ridertc actually use it. 39% 44% 61% 56% No Yes No Yes Local Question 13B: Are you aware of the ridertc feature on the RTC mobile site? Local Question 13C: If yes, do you use it? 52

55 Trip Planning Trip duration is the most important factor to local customers when planning an RTC trip. How long it takes to get to my destination Route path Route frequency Online Transit Trip Planner Route Planner Route path; How long it takes to get to my destination Online Transit Trip Planner; How long it takes to get to my destination Route path; Route Frequency; How long it takes to get to my destination Online Transit Trip Planner; Route path; How long it takes to get to my Online Transit Trip Planner; Route path Route path; Route frequency Route frequency; How long it takes to get to my destination Online Transit Trip Planner; Route path; Route frequency; How long it Online Transit Trip Planner; Route frequency; How long it takes to get to Online Transit Trip Planner; Route frequency 1% 1% 1% 1% 1% 0.5% 0.2% 0.2% 0.2% 0.2% 5% 19% 19% 20% 31% Local Question 14: What information do you use to plan your trip on an RTC bus? 0.0% 5.0% 10.0% 15.0% 20.0% 25.0% 30.0% 35.0% 53

56 Tourist Customer Questions

57 Country of Residence of Tourist Riders Home Nation 50% 45% 45% 40% 35% 30% 25% 20% 18% 15% 5% 7% 6% 4% 4% 3% 1% 1% 1% 1% 1% 1% 1% 1% 0% Tourist Question 19: What is your country of residence? 55

58 Online Travel Planning Expedia is the most frequently used travel planning site among RTC s tourist customers. Expedia Yahoo Other Booking Priceline Hotels Expedia; Kayak Expedia; Hotels; Booking Arke.nl None Kayak Hotels; Booking Google Expedia; Priceline Expedia; Other Expedia; Kayak; Hotels; Booking Expedia; Hotels Expedia; Booking; Yahoo Expedia; Booking; Priceline Cheaptickets; Southwest 2% 2% 2% 2% 2% 2% 2% 2% 2% 2% 2% 3% 3% 3% 5% 5% 11% 13% 16% 23% 0% 5% 15% 20% 25% Tourist Question 10: What online travel sites do you use? 56

59 RTC Mobile Site Less than of tourist customers have accessed the RTC mobile site with their smart phone. 8% 92% No Yes Tourist Question 11: Have you accessed RTC s mobile site from your smart phone? 57

60 Westcliff Airport Express Less than 20% of tourist customers are aware of the Westcliff Airport Express service. 19% 81% No Yes Tourist Question 12: Are you aware of the Westcliff Airport Express service? 58

61 Use of Public Transit from Airport One fourth of tourist customers used public transit from the airport to their hotels. The most common reason for not using public transit from the airport was lack of awareness that such an option existed. Did not know public transit existed from airport to hotel 39% 25% Other Bus stop too far away 7% 34% 75% Did not want to transfer Could not find the bus stop Bus takes too long to get to my hotel 5% 5% 5% No Yes Bus doesn't go to my hotel 5% 0% 5% 15% 20% 25% 30% 35% 40% 45% Tourist Question 13: Did you use public transit from the airport to your hotel? Tourist Question 13A: If no, why not? 59

62 Location of Accommodations Over 70% of RTC tourist customers stay on the Las Vegas Strip during their visit. 80% 70% 72% 60% 50% 40% 30% 20% 15% 13% 0% Las Vegas Strip Other Downtown Tourist Question 14: In what area of Las Vegas are you staying? 60

63 Use of RTC Transit More than half of RTC tourist customers planned in advance to use RTC transit during their trip to Las Vegas. 57% 43% No Yes Tourist Question 15: Did you plan to use RTC transit while preparing for your trip to Las Vegas? 61

64 The Road Forward

65 Issues of Importance On-Time Performance On-Time Performance has high importance and low satisfaction: 24% of customers indicate that Buses arrive on time is the most important factor to them. Twice as many customers rated On-Time Performance as the most important service element than the next most important service element (Frequency of Service at 12%). The Net Promoter Score among customers rating Buses arrive on time as most important is 9%, well below the system wide Net Promoter Score of 29%. Recommendation: Conduct a root cause analysis for RTC On-Time Performance. Initiate process improvement initiatives based on the results of the root cause analysis. Include two on-time performance metrics in Customer Satisfaction Exercise: One for actual performance and one for customer perception of performance. Lead a discussion between the two garages to compare actual performance and learn collaboratively how to drive results. Create an onboard campaign for customers to recognize positive on-time performance. 63

66 Issues of Importance Customer Technology Fewer than half of RTC customers are aware of Ride Tracker and ridertc Recommendation: Conduct a root cause analysis to understand the reasons for lack of awareness. Create a customer campaign for customers to increase awareness of RTC customer technologies. 64

67 Issues of Importance Quarterly Monitoring The results of this initial survey provide a valuable moment in time snapshot of the impressions and satisfaction levels of RTC customers. Greater value can be achieved by tracking customer satisfaction over time. Quarterly monitoring will: Provide RTC with objective, non-episodic data to provide clear information to the Board, media, and customers. Allow RTC to monitor its efforts in improving specific functional areas. Provide a basis for comparing the performance of the two garages, which will help inform the structure of future vendor procurements. 65

68 The Road Forward RTC Collaborate with fixed route vendors to create on-time performance best practices. TransPro Conduct Wave 2 survey in January. Lead a root cause analysis for On-Time Performance. Lead a root cause analysis to understand reasons for low awareness of RTC customer technologies. 66

69 DRAFT Calendar Attachment A2 RTC Government Affairs, Media Marketing 2014 Calendar Description July August September October November December General Holidays 4th of July Back to School Bike Safety Car Free Day (Sept. 22) Halloween Holiday Shopping Christmas Labor Day Nevada Day Veterans Day NYE First Day of School Thanksgiving/Family Day Media Events City of Las Vegas Bus Shelter Partnership Media Event Ride for Reading Social Ride October Boulder City Bypass Groundbreaking Public BikeShare Launch Anti Graffiti Art Contest Winners Announced Summerlin Transit Service to New Mall (Opening of Summerlin Centre) Flamingo Transit Enhancements Groundbreaking Holiday Bike Ride Paratransit 20th Anniversary Event Proposed Multi Jurisdictional Event Proposed Multi Jurisdictional Event RTC Mobility Training Center Groundbreaking Transit Holiday Service: 4th of July (Sun. Schedule) UPASS Outreach for Fall Semester Holiday Service: Labor Day (9/1 Sun. Schedule) Glow Run Detour (Media Alert) Holiday Service: Veteran's Day (11/11 Sat. Schedule) Holiday Service: Christmas (12/24 Sat. Schedule, 12/25 Sun. Schedule) (including service schedule announcements) UNLV Games Service Schedule Monster Energy Cup (Media Alert) October Service Changes Holiday Service: Thanksgiving, Family Day (11/27 Sun. Scheule; 11/28 Sat. Schedule) Holiday Service: NYE w/ Free Rides and Park & Ride Message Updated 3/17/2014 1

70 DRAFT Calendar Attachment A2 RTC Government Affairs, Media Marketing 2014 Calendar Description July August September October November December Anti Graffiti Art Contest Call For Entries Summerlin Centre Service to New Mall (Part of Oct. Service Changes) Black Friday Shopping (Press Release) Anti Graffiti Art Contest Winners Announced Art in the Park (Media Alert) Holiday Schedule: Thanksgiving, Christmas, & NYE w/ Park & Ride for the Holidays Message Convention Transit Service: MAGIC (8/18 8/20) Life is Beautiful (Media Alert) Convention Transit Service: SEMA (11/4 11/7) Frequent Service Network (FSN) Rock 'n' Roll Las Vegas Marathon Detours Updated 3/17/2014 2

71 DRAFT Calendar Attachment A2 RTC Government Affairs, Media Marketing 2014 Calendar Description July August September October November December Specialized Services 2015 Paratransit Policy Change Notification Begins 1 Year Out (Prepare for Media Reaction) Paratransit Contract Implemented Paratransitions Newsletter Veterans Stand Down Event (Promote VMTN) Paratransit Riders Guide Production 20th Anniversary of Paratransit Senior Transportation Contract Implemented 2015 Paratransit Policy Change Notification 9 Months Out Paratransitions Newsletter RTC Mobility Training Center Groundbreaking FAST Performance Measurements Media Pitch 215 ITS (Press Release) Flamingo Transit Enhancements Coordination Media Pitch Traffic App Pitch Traffic App Pilot Launch Holiday Traffic MPO Launch RTP/TIP Visioning Ongoing RTP/TIP Visioning Community Mobility Study Phase 2 Public Meeting Announcment Regional Bicycle Plan Update Public Meeting Announcement Flamingo Transit Enhancements Groundbreaking Mobility Training Center Groundbreaking Household Travel Survey (Second Roll Out) press release Flamingo Transit Enhancements Public Meetings 2nd Round (2) Maryland Parkway NEPA Public Meetings Announcement Transportation Alternatives Program (TAP) Public Meeting Announcement Updated 3/17/2014 3

72 DRAFT Calendar Attachment A2 RTC Government Affairs, Media Marketing 2014 Calendar Description July August September October November December Maryland Parkway NEPA RFP Hotel Visitors Travel Survey Ongoing RTP/TIP Visioning Boulder City Bypass Groundbreaking Transportation Investment Strategy Stakeholder Meeting Bouler City Bypass Public Meeting (Support Design Builder) Ongoing RTP/TIP Visioning (2) Flamingo Corridor Improvements Final Public Meetings (2) Summerlin Centre Groundbreaking Eastern Ave. Mobility & Safety Public Meeting Announcement Club Ride 2nd Quarter (Press Release) Car Free Week (Press Release) 3rd Quarter (Press Release) Cycling Ride for Reading Social Ride w/interbike Regional Bicycle Plan Update Public Meeting Announcement Ron Quartely Bike Rodeo Holiday Bike Ride Bike Map App Launches Ron League of American Bicyclists Traffic Skills Class Public BikeShare Launch Innovation & Technology Website Routes & Schedules Redesign for non PDF use FAST Traffic Alerts Delivered via Website Internal Website Launch FAST Traffic Mobile App Launch October 26 Service Changes Website Updates Updated 3/17/2014 4

73 DRAFT Calendar Attachment A2 RTC Government Affairs, Media Marketing 2014 Calendar Description July August September October November December Updated 3/17/2014 5