RTC Paratransit Customer Satisfaction Wave 3 Results. Draft. For discussion only.

Transcription

1 RTC Paratransit Customer Satisfaction Wave 3 Results

2 TODAY S DISCUSSION Methodology Customer Satisfaction Results Customer Characteristics Customer Impressions Takeaways? Q & A 2

3 Methodology This report contains the results of the third wave of customer satisfaction surveys for the Regional Transportation Commission of Southern Nevada s Paratransit services. Customer Satisfaction Surveys for RTC Paratransit customers were conducted from November 26 December 10, random surveys were completed via telephone by active customers and caretakers of customers who have used the service at least once in the last six months. When speaking to caretakers, surveyors ensured the caretakers either had experience riding along, scheduling trips, and using the service with customers or had conversed enough with customers to be able to adequately answer the questions on behalf of the customer. Surveys were administered during service periods throughout the day on weekdays. Based on ridership totals, this survey sample is statistically valid at 95% confidence level, with a confidence interval of 5.68%. 3

4 RTC Paratransit Customer Satisfaction 4

5 Results Overview 9 of RTC paratransit customers are satisfied with the overall service. Customers are most satisfied with drivers securing customers scooters or wheelchairs (if applicable) (), vehicle lifts and ramps consistently in working order (if applicable) (99%), feeling safe when boarding the vehicle (98%), and RTC taking them where they need to go (98%). Customers are least satisfied with their calls being answered promptly when contacting Customer Care (79%) and on-time performance of vehicles within the scheduled pick-up window. 5

6 Customer Characteristics 6

7 Gender 51% of customers are female. The number of male customers continues an upward trend, a 26% increase from Wave 2 to Wave 3. Gender 49% 51% Male Female 7

8 Age of RTC customers are below the age of 40 compared to only 12% of customers below the age of 40 in Wave 2, a 233% increase. Age 24% 18% 19% 12% 5% 2% Under Above 65 I prefer not to say 8

9 Race/Ethnicity 5 of customers in Wave 3 are Caucasian/White, a 9% decrease from Wave 2. Spanish/Hispanic/Latino customers increased 67% from Wave 2 to Wave 3. Race/Ethnicity 5 24% 4% 1% 15% 6% 6% Caucasian/White African American/Black Asian/Pacific Islander Native American Spanish/ Hispanic/ Latino Other I prefer not to say 9

10 Income of customers in Wave 3 have an income level below $25,000, although more than 1 in 3 preferred not to answer the question. Annual Income 37% 2% 1% Less than $25,000 $25,000-$49,999 $50,000-$74,999 I prefer not to say Wave 3 10

11 Customer/Caretaker or Family Member 51% of respondents are customers instead of caretakers, 42% less than in Wave 2. 62% of customers in Wave 2 indicated they do not require a personal care assistant, an increase of 13% from Wave 2. Do you Require a Personal Care Assistant or PCA Respondent Type to Travel with You on the RTC Vehicle? 62% 51% 49% 17% 21% Customer Caretaker Yes No Sometimes 11

12 Trip Purpose 37% of customers primarily use the service for medical appointments, a 46% decrease from Wave 2. 44% of customers in Wave 3 indicate they use RTC paratransit to travel to/from work. Primary Purpose for Using RTC Paratransit 44% 37% 3% Work School Medical appointments Leisure and recreation 2% 2% Shopping Other 13% 12

13 Customer Impressions & Satisfaction 13

14 Metric: Convenience Customers indicate high levels of awareness of the pick-up window and satisfaction with the vehicles arriving on time. Are You Aware that the Pick-up Window for Trips You Schedule is Between 5 Minutes Before and 25 Minutes After the Scheduled Pick-up Time? The Vehicles Pick Me Up Within the Scheduled Pickup Window 93.5% 81% Yes No 6.5% 14

15 Metric: Acceptable Wait Times 41% of customers who are not satisfied with vehicle timeliness believe a vehicle arriving more than 10 minutes beyond its scheduled time is acceptable, compared to in Wave 2. How Many Minutes Do You Feel is Acceptable for a Vehicle to Arrive Beyond the Scheduled Pickup Window? 35% 31% 22% 8% 2% 2% Question: How many minutes do you feel is acceptable for a vehicle to arrive beyond its scheduled pick-up window time? Note: Question is asked only if response to The vehicles usually pick me up within the scheduled 30 minute pickup window was not Strongly Agree or Agree 15

16 Metric: Service Availability Customers continue to be very satisfied with RTC paratransit s ability to take them to the locations they need to go with an increase of 4% from Wave 2 to Wave 3. RTC Can Take Me to the Places I Need to Go 98% 16

17 Metric: Scheduling Customers give RTC high marks relating to scheduling a trip pick-up time and the ease of scheduling a trip, a 6% increase from Wave 2 to Wave 3. Satisfaction with Trip Scheduling 88% 87% I can schedule a trip for the time I need to travel Scheduling a trip is easy and convenient 17

18 Metric: Vehicles 96% of customers are satisfied with vehicle cleanliness. 95% of customers in Wave 3 believe the vehicles are comfortable, a 7% increase from Wave 2. Nearly all customers agree that vehicle lifts and ramps are consistently working. Vehicle Conditions 96% 95% 99% The vehicles are clean The vehicles are comfortable Vehicle lifts and ramps are consistently in working order 18

19 Metric: Drivers Over 92% of customers are satisfied with all areas of driver professionalism and performance. Satisfaction with Driver Professionalism 92% 92% 97% Satisfaction With Overall Performance of RTC Drivers 96% The drivers are friendly The drivers are helpful and knowledgeable The drivers drive safely Overall performance of RTC drivers 19

20 Metric: Mobility Devices 33% of customers have a mobility device, a 46% decrease from Wave 2. 49% of customers with mobility devices use a wheelchair or scooter compared to 48% of customers who use a cane or walker. Do You Have a Mobility Device? 33% 67% Mobility Device Type Yes No 47% 33% Satisfaction with the Drivers Securing My Mobility Device The drivers secure my mobility device 15% 2% 2% 2% Wheelchair Scooter Cane Crutches Walker Other Wave 3 20

21 Metric: Customer Service Customers continue to be highly satisfied with Customer Care agents professionalism and performance. Customer Care Agents Professionalism and Performance 91% 93% Satisfaction with Overall Performance of RTC Customer Care Agents 9 Customer Care agents are friendly Customer Care representatives are helpful Customer Care representatives are knowledgeable Customer Care agents are helpful and knowledgeable Overall performance of Customer Care agents Note: Customer Care helpful/knowledgeable questions combined in Wave 3. Language modified to agents in Wave 3. 21

22 Metric: Safety & Security Customers in Wave 3 continue to feel extremely safe when boarding and riding the vehicle. Safety While Boarding and Riding the Vehicle 98% 97% I feel safe when boarding the vehicle I feel safe when riding the vehicle 22

23 Metric: Customer Service Customer satisfaction with calls being answered promptly increased 4% from Wave 2 to Wave 3. When Contacting RTC Customer Care, My Calls are Answered Promptly 79% When contacting RTC Customer Care, my calls are answered promptly 23

24 Metric: Contacting Customer Service 32% of customers have contacted RTC customer service in the past three months with a question, concern, or complaint. 59% of customers who contacted RTC feel that their issue was resolved, an 8% decrease from Wave 2. Have You Contacted RTC with a Question, Concern, or Complaint in the Last Three Months? Was Your Issue Resolved? 32% 68% 59% 41% Yes No Yes No Have you contacted RTC with a question, concern, or complaint in the last three months? Was your issue resolved? 24

25 Metric: Fixed Route Buses 41% of customers indicate they have previously ridden a fixed route bus, a 31% decrease from Wave 2. Only 5% of customers who have not previously ridden a fixed route bus said they would consider riding a fixed route bus for free if travel training was provided. Have You Ever Ridden the Fixed Route Service? 41% 59% Would You Consider Riding the Fixed Route Bus Service if Travel Training was Provided to You to Learn How to Access, Board, and Navigate the Service? 95% 5% Yes No Yes No Note: Question only asked to No responses to the previous question 25

26 Metric: Fixed Route Buses 65% of RTC paratransit customers are aware that they can ride RTC fixed route buses free of charge. Are You Aware that RTC Paratransit Certified Customers can Ride RTC Fixed Route Buses Free of Charge? 65% 35% Yes No 26

27 Communications 66% of customers prefer to receive information about RTC policies, news, and the community via postal mail. 21% of respondents prefer receiving information via , an increase of from Wave 2. Preferred Method(s) of Getting Information and Updates from RTC (Policies, News, Etc.) 66% 21% 1% 0.3% 1% 11% Postal mail Facebook Twitter Other I don't know/i don't have a preference By calling RTC Text messages 27

28 Communications 13% of respondents in Wave 3 prefer to receive information regarding RTC policies, news, and the community once per week, compared to 41% in Wave 2, a 68% decrease. 41% of respondents indicate uncertain or no preference to the frequency of receiving information, a 37% increase from Wave 2. How Often Do You Prefer to Receive Information From RTC? 13% 27% 17% 41% Weekly Monthly Quarterly I don't know/i don't have a preference 3% I don't want to/i don't receive information from RTC 28

29 Paratransitions of respondents indicate they receive the Paratransitions newsletter. With 95% customer satisfaction, customers are very pleased with the overall quality of the content of Paratransitions. Do You Receive the Quarterly RTC Paratransit Newsletter, Paratransitions? Satisfaction with the Overall Quality of the Content in Paratransitions 95% Yes No Overall quality of the content in Paratransitions Wave 3 Wave 3 29

30 RideCheck 67% of respondents indicate they are aware of RideCheck, an 18% increase from Wave 2. Of the 67% of customers who are aware of RideCheck, 28% use the system. Are You Aware of RideCheck? Do You Use RideCheck? 67% 72% 33% 28% Yes No Yes No Note: Question only asked to Yes responses to the previous question 30

31 RideCheck Of the respondents who are either aware of RideCheck and do not use it or were not aware of RideCheck, 18% indicated that they would be interested in learning how to use it. Would You Be Interested in Learning How to Use RideCheck? 82% 18% Yes No 31

32 RTC Services 5% of customers in Wave 3 currently use RTC Senior Services. Do You Currently Use Any of the RTC Senior Services, Such as Silver Star? 95% 5% Yes No Wave 3 32

33 Alternative Ride-Share Options 65% of Wave 3 respondents indicate they are willing to pay $3 for the ability to hail a same-day ride without scheduling. Amount (Above $3.00) Willing to Pay Per Trip Amount Willing to Pay Per Trip Wave 2 Wave 3 65% 65% 2% 3% 17% 13% $0 $1 $2 $3 $4 $5 More than $6 4% 1% 9% 3% 13% 5% $0 $1 $2 $3 $4 $5 More than $6 Wave 2 Wave 3 Note: Question only asked to Yes responses to the previous question. The wording of this question assumes customers are willing to pay at least $3 for the service. The question asked in Wave 3 does not make that assumption. Note: Question only asked to Yes responses to the previous question 33

34 Alternative Ride-Share Options of respondents indicate interest in a same-day ride hailing service. Wave 3 asked the question differently from Wave 2. The results are more clearly indicated in the amount customers are willing to pay (see previous page). If you Had the Ability to Hail (No Schedule in Advance) a Same Day Ride, Would you pay more than $3.00 per trip? Would You be Interested in Using an Alternative Transportation Service if You Could Hail a Sameday ride? Wave 2 Wave 3 54% 46% Yes No Yes No Wave 2 Wave 3 34

35 Metric: Overall Quality of Service Customers continue to be extremely satisfied with the overall quality of service provided by RTC. Satisfaction with overall quality increased 3% from Wave 2 to Wave 3. Satisfaction with Overall Quality of the RTC Paratransit Service 9 35

36 TAKEAWAYS The Road Forward 36

37 Takeaway: Age of Customers Age of Customers 19% of customers are above the age of 65, compared to in Wave 1 and 5 in Wave 2. Recommendation Research demographic trends to forecast the elderly population over the next decade. This will help project and plan for future capacity needs. If a continued shift to younger customers is projected, future paratransit demand may decrease. 37

38 Takeaway: Respondent Type Respondent Type 49% of respondents were caretakers or family members compared to 12% in Wave 2. Recommendation The number of customers taking this survey decreased during this wave of surveys. While the results of the survey are consistent with previous waves, it should be recognized that a larger number of caretakers or family members completed the survey on behalf of customers. 38

39 Takeaway: Customer Service Customer Service 79% of customers are satisfied with their calls being answered promptly when contacting RTC Customer Care. 59% of customers who contacted Customer Care with a question, concern or complaint indicate their issue was not resolved, a 13% decrease from Wave 1. Recommendation Determine the actual hold time for customers calling Customer Care. Communicate actual wait times to customers while on hold and/or create a marketing campaign to help customers understand what the actual hold time is/relative to their position in line. Customers who indicated problem resolution continued a downward trend. Conduct a detailed review of calls to Customer Care to determine areas of need and train customer service representatives. 39

40 Takeaway: Awareness of Fixed Route Buses Awareness of Fixed Route Buses 65% of customers are aware they can ride a RTC fixed route bus for free. 59% of customers have not ridden a fixed route bus in the past. 95% of customers who have not ridden a fixed route bus in the past indicate that they would not be willing to ride a fixed route bus even if the ride was free and if travel training was provided. Recommendation Consider creating a communications and marketing campaign for RTC Paratransit customers identifying the benefits of riding the fixed route service. Promote travel training to respondents who indicate they would be interested in learning about it. 40

41 Takeaway: Alternative Ride-Share Options Alternative Ride-Share Options of customers in Wave 3 would be interested in using an alternative transportation service. of customers who indicated a willingness to use an alternative ride-share service would pay a maximum of $3 for the service. Recommendation Conduct a feasibility analysis to determine the financial viability of an alternative transportation service. 41

42 QUESTIONS? 42