Calgary Transit Annual Customer Satisfaction Survey

Transcription

1 January 2016 Calgary Transit Annual Customer Satisfaction Survey 2015 Prepared for Calgary Transit by: HarGroup Management Consultants Inc. Phone: P.O. Box Calgary, Alberta T3G 5W6

2 Table of Contents EXECUTIVE SUMMARY... i Introduction... 1 Transit Use Characteristics... 2 Relevancy of Transit in Riders Lives... 3 Captive and Choice Riders... 4 Customer Loyalty... 5 Key Performance Measurements Overall Satisfaction... 6 Key Performance Measurements Service Momentum... 7 Service Attributes... 8 Customer-Focused Commitment Perceived Improvements Needed Satisfaction with Calgary Transit Information Sources Unregistered Complaints Service Expansion Initiatives Importance to Performance Comparisons Concluding Remarks Appendices Survey Objectives Survey Instrument Respondent Profile Factors to Consider for the 2015 Survey Basic Frequencies Additional Data Analysis... 63

3 Executive Summary Many Calgarians rely on Calgary Transit to get around the city. To ensure that it remains relevant and useful to Calgarians, Calgary Transit continuously expands and improves its services. To understand riders perceptions of its efforts, Calgary Transit conducts an annual satisfaction survey 1 of 500 Calgarians who are regular weekly riders. In 2015, HarGroup Management Consultants Inc. was engaged to conduct the survey and report the findings. Key Satisfaction Measurements Approximately seven in ten respondents (72%) provided a rating of 4 or 5, based on a scale of 1 being very dissatisfied and 5 being very satisfied, with overall services provided by Calgary Transit (based on their experiences the week prior to being interviewed for the survey). This rating is statistically 1 Since consistent with the results achieved in Most respondents perceived service levels to be the same in 2015 compared to previous years. Even so, about three in ten (30%) felt service was better, which is significantly higher than those who stated service was worse (8%). This type of finding has been observed over the past survey years. Respondents who indicated service levels were better cited expansion of CTrain services, service frequency, and being on time as reasons for their perceptions Customer-Focused Commitment Measures Notable increases have been observed the past three years compared to previous years in the proportion of respondents who strongly agreed that: Travel experience is pleasant (Experience) Bus stops/ctrain stations are within reasonable distances (Easy to use) Other passengers are well-behaved (Safe) Transit vehicles are arriving on time (Reliable) Changing Characteristics among Riders There has been an increasing trend over the past few years for riders to use CTrains, mostly in terms of being CTrains users only, rather than buses. Over the past two years, riders seem to be taking fewer weekly trips, on average, compared to previous years. Less than one in four respondents (23%) were classified as being captive riders when in previous years as much as a third of respondents (38% in 1999) were recognized as such. Among riders who choose to use Transit over a personal vehicle, there is a notable increase in avoidance of traffic i

4 and faster travel time for reasons why they are taking Calgary Transit. Historical trends suggest a slight decline in loyalty segments among riders to using Calgary Transit. In 2015, fewer riders identified with being committed Transit users compared to most years and more to being ambivalent or uncommitted users. Relevancy of Transit in Riders Lives Based on historical data, it is clear that Calgary Transit is an important choice within the lives and lifestyles of riders and a significant majority have been influenced by the availability of Calgary Transit when choosing where they will live within the city. Indeed, approximately half of survey respondents (47%) strongly agreed that where they live is influenced by the availability of Calgary Transit. Perceived Improvements Needed Service design is commonly the most cited area of improvement suggested by respondents with aspects such as service frequency, being on time, earlier/later service, etc. Over the past two years, greater emphasis has been put on more frequent bus service. Routes are also commonly offered as needing improvements with expanding the CTrain and generally expanding services; particularly over the last two years. Improvements to fleet and facilities are also commonly suggested; mainly in terms of more CTrains/more or bigger buses. Uses of Information Sources Use of the TeleRide System has been declining over the past three years among riders. Conversely, use of Calgary Transit on Twitter and Google Transit have been increasing. Approximately three in ten respondents (29%) states that they use the printed system map. Responses to Service Expansion Initiatives There is evidence in the survey data to suggest that service expansion initiatives such as the West LRT and recent CTrain leg extensions have led to changes in riders use and perceptions of Calgary Transit. For example, in 2010 respondents residing in some Service Areas primarily used buses, while in 2015 respondents from all Areas primarily used both buses and CTrains. Based on the findings of the survey data, Calgarians seem to be responding positively to the initiatives and more are adopting Calgary Transit as an attractive and convenient mode of transport. ii

5 Introduction Calgary Transit is a vital resource for many Calgarians who depend on Calgary Transit to get around the city. Approximately 110 million riders use Calgary Transit each year for transportation to get to and from work, school, social and recreation activities, and shopping. Calgary Transit strives to respond to the needs of these customers and continuously expands or improves its services. To understand how it is responding to riders needs, Calgary Transit engages riders through an annual satisfaction survey. Each year, approximately 500 Calgarians who are at least 15 years of age and use Calgary Transit CTrain and bus services at least once a week are interviewed for the annual survey. It has been conducted regularly for almost two decades. The survey examines various measures that gauge riders use and perceptions of services. These measures are presented in Appendix A of this report. A copy of the instrument used in the 2015 Annual Customer Satisfaction Survey is presented in Appendix B. The survey was conducted by telephone using both landline and cell phone numbers with a random sample of respondents in November A survey of 500 randomly selected riders provides an estimated margin of error of ±4.4% within a 95% confidence interval for the population. A respondent profile for the 2015 survey is presented in Appendix C. The survey data are weighted to ensure that the sample effectively represents the Calgary population. In 2015, riders represented approximately 46% of the sample contacted for the survey, which is slightly higher than has been observed in previous years (ranging from 36% to 48% between 2002 and 2013). Each year, initiatives and issues become apparent within the Transit system that riders become informed about. These kinds of developments should be considered when reviewing the 2015 survey findings (see Appendix D). The remaining sections of the report present the results of the 2015 Annual Satisfaction Survey. Basic frequencies of survey question results are presented in the report. Various statistical procedures have been used within the analyses to assess significance of contrasting responses of respondents. These analyses provide additional insight into the data and allow for a greater degree of certainty in statements of inference. Tables and figures contained within the body of this report are presented with rounded percentages. As such, totals may not sum to 100%. Additional survey data have been presented in Appendices E and F to support the results presented in the report. HarGroup Management Consultants Inc. was engaged by Calgary Transit to conduct the 2015 Annual Satisfaction Survey. 1

6 Transit Use Characteristics Travel behaviours among Calgary Transit riders are examined in the Annual Satisfaction Survey. A profile of respondents use of Calgary Transit is presented in Appendix C (data gathered between 1999 and 2015). Several trends are worth noting from the data. Notable Rider Characteristics For instance, there has been an increasing trend over the past few years for riders to use CTrains, mostly in terms of being CTrains users only. As well, over the past two years, it seems as though fewer weekly trips are occurring, on average, among riders. While these are notable trends, there are a few other changes that are apparent over the past few years. Much investment has been made into the expansion of the CTrain system, as well as other changes in service, over the past decade and these changes may be influencing travel patterns; possibly due to Calgary Transit is becoming more accessible (e.g. expansion of CTrain system). 2

7 Relevancy of Transit in Riders Lives Calgary Transit has considerable relevancy for many of its riders. Based on data gathered since 2009, it is clear that Calgary Transit is an important choice within the lives and lifestyles of riders and a significant majority have been influenced by the availability of Calgary Transit when choosing where they will live within the city. Indeed, approximately half of survey respondents strongly agree that where they live is influenced by the availability of Calgary Transit. Further, many riders consider using Calgary Transit for each trip that they make in the city. Relevancy of Calgary Transit In late 2012, Calgary Transit opened the West LRT line, which was a major investment in the CTrain system. Considering the high levels of agreement ratings observed in 2013 for relevancy statements, it could be suggested that riders, and Calgarians as a whole, acknowledge and respond to initiatives that make Transit services more accessible and convenient to them. 3

8 Captive and Choice Riders In 2014 and 2015, fewer survey respondents identified themselves as being captive riders. Indeed, less than one in four respondents were classified as being captive riders when in previous years as much as a third of respondents were recognized as such. This finding is consistent with earlier results in this report showing fewer weekly trips occurring, on average, among respondents. In other words, more choice riders are taking Calgary Transit, but travelling less frequently than would be the case among captive riders. Among choice riders there is a notable increase in avoidance of traffic and faster travel time for reasons why they are taking Calgary Transit. Reasons (n=500) (n=502) (n=501) (n=495) (n=499) (n=494) (n=498) (n=499) (n=499) (n=495) (n=495) (n=520) (n=496) (n=489) (n=399) (n=500) Captive Riders Less expensive (save gave/parking fees/etc.) Avoid parking Avoid traffic Faster travel time Convenient service* Comfortable/ Relaxing n/a n/a n/a n/a n/a n/a n/a <1 <1 1 2 < Environmental reasons Transit pass included in tuition Main Reason for Using Transit % of Respondents n/a n/a n/a n/a n/a n/a n/a n/a n/a No particular reason n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a 1 1 Other < Total *Note: Specifications of convenience service as incorporated in 2010, which resulted in coding into other categories. If a respondent is not identified as a Captive Rider, they are a choice rider in that they choose to use Calgary Transit rather than other transportation options. Choice Riders include respondents who provided answers other than Captive Riders. 4

9 Customer Loyalty Survey respondents have been asked to identify with statements that reflect loyalty to use Calgary Transit. Historical data tends to show a slight decline in commitment among riders to Calgary Transit. In 2015, fewer riders identified with being committed Transit users compared to most previous years and more to being ambivalent or uncommitted users. Customer Loyalty Similarly, fewer respondents in 2015 indicated that they frequently recommend Calgary Transit to others compared to most other years and more were likely to sometimes recommend to others. 5

10 Key Performance Measurements Overall Satisfaction Calgary Transit measures riders perceptions of its overall services based on experiences the week prior to being interviewed for the survey. In 2015, approximately seven in ten respondents provided a rating of 4 or 5, based on a scale of 1 being very dissatisfied and 5 being very satisfied. Overall Satisfaction with Calgary Transit Services The overall rating is similar to that obtained in 2014 (i.e. differences between 2014 and 2015 are not statistically significant see Appendix F). *Note: Prior to 2014, the scale used was Excellent, Good, Satisfactory, Poor, and Very Poor. Caution should be observed when comparing the findings before 2014 to those obtained in 2014 and

11 Key Performance Measurements Service Momentum Calgary Transit measures riders perceptions of changes to overall levels of service in the community. Most survey respondents perceived service levels to be the same in 2015 compared to previous years. Even so, about three in ten felt that service was a lot or little better. This proportion is significantly higher than those who stated service was a lot or little worse; actually a 22% difference is observed (i.e. positive momentum). Comparing data from the past three years to previous years in terms of service momentum, the findings have been much more positive. Service Momentum Respondents who stated overall service levels have been better cited expansion of CTrain services, service frequency, and being on time as reasons for their perceptions (Appendix F). These data lend support to the earlier suggestions that accessibility of Calgary Transit, possibly due to CTrain expansion in recent years, has influenced Transit riders in terms of both use and perceptions of Calgary Transit. 7

12 Service Attributes Various service attributes of Calgary Transit are examined in the survey. Respondents are asked to rate their levels of satisfaction with each of the attributes. Some attributes are rated highly among respondents such as convenience of purchasing tickets and passes, while others receive lower ratings such as not being overcrowded. Ratings of Service Attributes (4 and 5 Ratings, based on a scale of 1 being very dissatisfied and 5 being very satisfied) When considering the top two rating selections provided by respondents, such as ratings 4 and 5 based on a scale of 1 being very dissatisfied and 5 being very satisfied, the rankings of service attributes are quite similar from a historical perspective. For instance, convenience of purchasing tickets and passes is usually the highest ranked service attribute and not being over crowded is usually the lowest ranked. However, in 2014 the rating scales were changed and, as such, caution should be observed for direct comparisons of historical data. Nonetheless, no statistically significant differences are observed between the 2014 and 2015 results (see Appendix F). *Note: Prior to 2014, the scale used was Excellent, Good, Satisfactory, Poor, and Very Poor. Caution should be observed when comparing the findings before 2014 to those obtained in 2014 and

13 Over the years, respondents have been asked to identify the service attributes that are most important to them (first and second most important). Historically, being on time and service frequency have ranked most important, followed by customer safety and security and not being overcrowded. Generally, these rankings continued in the 2015 survey; although not being overcrowded was cited less frequently than usual. Actually, there has been a trend for not being overcrowded to be cited less frequently since Mentions of being on time were considerably lower in 2014 and 2015 compared to most previous years. Calgary Transit has introduced various real time communications initiatives over the last few years, which may explain in part the decreasing consideration given toward the reliability of Calgary Transit as being highest in importance among riders (e.g. riders can more easily adjust their access to bus stops/ctrain stations to account for variations in arrivals of vehicles). Service Attributes Being on time Service frequency Providing for customer safety and security Not being overcrowded Value for money Convenience of connections and transfers Having access bus stops/ctrain stations** Directness of trip n/a n/a n/a n/a n/a n/a n/a n/a n/a Length of travel time Having courteous and helpful staff Cleanliness Information made available about disruptions of Calgary Transit services** The times the first vehicle starts, and the last vehicle stops operating for the day on routes you use* n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a Service to places I want to go n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a Providing scheduling and route information Convenience of purchasing tickets and passes Availability of parking n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a Information made available about changes to Calgary Transit services Importance of Service Attributes (Most & Second Most Important) n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a 1 2 <1 Other n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a *In surveys previous to 2013, the item was Start and stop times on routes you use. **In surveys previous to 2010, the item was 'Easy access to bus stops % of Respondents 9

14 Customer-Focused Commitment In 2015, Calgary Transit introduced a Customer Commitment initiative to ensure it provides the best possible transit experience for customers. Some of the measures for the initiative are drawn from data gathered in the Annual Satisfaction Survey. Customer-Focused Commitment Measures (Strongly and Somewhat Agree ) NOTE: The vertical axis has been abridged to 60% to help present and highlight the results. Over the years, ratings (strongly and somewhat agree) for measures examined in the survey have fluctuated. However, detailed analysis of the data reveals that over the past three years (based on strongly agree ratings presented in Appendix F) respondents have given higher ratings for: Travel experience being pleasant (Experience) Bus stops/ctrain stations being within reasonable distances (Easy to use) Other passengers being well-behaved (Safe) showing increasing improvement since Transit vehicles arriving on time (Reliable) showing increasing improvement since

15 Perceived Improvements Needed Respondents are given an opportunity to provide suggestions for improvements to Calgary Transit. Service design is commonly the most cited area of improvement suggested such as service frequency, being on time, earlier/later service, etc. (see more details in Appendix F). Over the past two years, greater emphasis has been put on more frequent bus service. Routes are also commonly offered as needing improvements with expanding the CTrain and generally expanding services; particularly over the last two years. Perceptions of Improvements to Calgary Transit Perceived Improvements Needed % of Responses Priority Category (n=453) (n=515) (n=456) (n=467) (n=400) (n=485) Service Design Routes/Planning Fleet/Facilities Public Awarenesss Costs/Fares Safety/Security Staff Nothing/Satisfied Other <1 Total Improvements to fleet and facilities are also commonly suggested; mainly in terms of more CTrains/more or bigger busses. Most respondents indicated they would be in favour of fare increases if the funds generated were directly applied to improvements. Actually, when asked if fares or property taxes should be used for better transit services, most respondents suggested fare increases (see Appendix F). 11

16 Satisfaction with Calgary Transit Information Sources Various information sources are examined in the Annual Satisfaction Survey. Respondents are more likely to use the Calgary Transit website and Google Transit to obtain information about services compared to other sources. However, satisfaction ratings are higher for Google Transit than for the Calgary Transit website. Satisfaction ratings are highest for Calgary Transit on Twitter, but this source of information is used by a low proportion of respondents compared to other sources. It is worth noting that use of the TeleRide System has been declining over the past three years, and longer when a historical perspective is considered (see Appendix F). Conversely, use of Calgary Transit on Twitter and Google Transit seem to be increasing. Use and Satisfaction with Calgary Transit Information Sources Calgary Transit on Twitter Calgary Transit on Google Transit Printed system map TeleRide System Customer Call Centre Information from CT drivers Calgary Transit website Calgary Transit alerts *Note: Prior to 2014, the scale used was Excellent, Good, Satisfactory, Poor, and Very Poor. Caution should be observed when comparing the findings before 2014 to those obtained in 2014 and

17 P Printed System Maps Over the past three years, respondents have been asked about use of the Calgary Transit printed system maps. In 2015, additional information was provided to respondents to clarify use, essentially distinguishing the printed system maps from the route brochure maps. 2 This clarification resulted in fewer respondents stating that they used the printed system maps. A further influence can be seen in respondents perceptions of the usefulness of the printed system map. Indeed, almost all respondents in 2015 indicated that the printed system maps were very or somewhat useful. Use of Printed System Maps 2 Respondents were posed the following statement: The printed system map that shows ALL bus and CTrain routes, please note this is not the brochure maps that show individual route maps. 13

18 Quality of Information Respondents are asked to rate satisfaction with quality of information provided to them by Calgary Transit. In 2014 and 2015, at least half of respondents gave ratings of 4 or 5, based on a scale of 1 being very dissatisfied and 5 being very satisfied, with all of the types of information that were examined in the survey. How to use the transit system and planned disruptions of Calgary Transit services were rated highest among the types of information asked about. Between 2014 and 2015, there was some improvement in satisfaction ratings for future plans (see Appendix F). For the remaining items examined in the survey, the 2014 and 2015 results are similar. Satisfaction with Quality of Information How to use the transit system Disruptions of Calgary Transit services that are planned Future plans Service changes Disruptions of Calgary Transit services that are unplanned Fare changes *Note: Prior to 2014, the scale used was Excellent, Good, Satisfactory, Poor, and Very Poor. Caution should be observed when comparing the findings before 2014 to those obtained in 2014 and

19 Technology Use Some of the increases in use of information sources (e.g. Calgary Transit on Twitter and Google Transit) referenced earlier in this report may be influenced by technology use among respondents. Technology Use In particular, there is an increasing trend to use smart phones and tablet devices among Calgary Transit riders. 15

20 Unregistered Complaints Approximately one in four respondents considered, but did not register complaints to Calgary Transit in the three months leading up to the survey. Considered, But Did Not Register a Complaint (In past 3 months) The most commonly cited reasons for not registering a complaint were that respondents did not believe complaining would do any good, the issue was not important enough, and there was not enough time (too busy), which are historically the most common reasons for not registering a complaint. Over the years, there has been an increasing trend for respondents to state that they do not have Reasons for Not Registering Complaint % of Responses the time to register complaints. Reasons (n=104) (n=108) (n=153) (n=135) (n=144) (n=159) (n=154) (n=140) (n=140) (n=122) (n=124) (n=122) (n=114) (n=104) (n=88) (n=104) Didn't think it would do any good Wasn't important enough Didn't have time/too busy n/a n/a < Couldn't get through on complaints line Didn't know how to make a complaint *** Didn t know the number to call to n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a make a complaint *** Forgot Didn t want to get anyone in trouble n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a Someone else complained n/a n/a n/a n/a n/a n/a n/a n/a < Was too upset to call n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a Other *** Didn t know how to make a complaint and Didn t know the number to call to make a complaint were combined prior to

21 Service Expansion Initiatives Throughout this report, there are references to service expansion initiatives that have led to changes in riders use and perceptions of Calgary Transit. On the whole, the results of these initiatives have not lead to dramatic changes, but rather subtle shifts. For example, in 2010 respondents residing in some Service Areas primarily used buses, while in 2015 respondents from all Areas primarily used both buses and CTrains. Based on the data presented in this report, Calgarians seem to be responding positively to the initiatives and more are adopting Calgary Transit as an attractive and convenient method of transport. Modes of Transit Used based on Service Areas Centre City Legend: Mainly Bus North West West North Central North East Listing of CT Service Expansion Initiatives: Both Mainly CTrain South East Tuscany LRT Extension September 2014 West LRT December 2012 Bus Rapid Transit Line (Route Westbrook) December 2012 Saddletown LRT Extension August 2012 Bus Rapid Transit Line (Routes 302 and 305 reductions) March 2012 Bus Rapid Transit Line (Route 300 Airport) July 2011 Crowfoot LRT Extension June 2009 Bus Rapid Transit Line (Route 302 Southeast) August 2009 Bus Rapid Transit Line (Route Bowness) 2008 Bus Rapid Transit Line (Route West) August 2004 Somerset-Bridlewood LRT Extension June 2004 LRT System South West 17

22 Importance to Performance Comparisons Detailed analysis was conducted with the survey data to compare riders priorities for service attributes to performance ratings. The purpose of the analysis is to assess whether or not Calgary Transit is meeting or exceeding customers' needs, particularly for those services that they consider to be most important to them. 3 The analysis suggests that there are opportunities to improve attributes such as being on time and providing information about disruptions. Areas of strength include having courteous and helpful staff, providing service to places riders want to go, and providing access to bus stops/ctrain stations. Importance to Performance Comparisons (Regression analysis) Importance 20% 10% Q1 Q3 B A F J J G C C A H M V L D O P F Q H I C E Q2 Q4 Q1 Higher Importance/ Lower Performance A. Being on time B. Information made available about disruptions Q2 Higher Importance/ Higher Performance C. Having courteous and helpful staff D. Service to places I want to go E. Having access to bus stops/ctrain stations Q3 Lower Importance/ Lower Performance F. Length of travel time G. Value for money Q4 Lower Importance/ Higher Performance H. Directness of trip I. Providing for customer safety and security Q 0% Performance 3 Note: Analysis involves regression analysis and compensates for multicollinearity among various service attributes. 18

23 Concluding Remarks Calgary Transit has conducted an annual satisfaction survey with Transit riders each year for almost two decades. Based on the results, it is apparent that Transit riders have high regard for the services that are provided by Calgary Transit. In some respects, many riders rely on Calgary Transit to get around the city. Some of these riders do not have access to personal vehicles or do not drive. However, many others choose to use Calgary Transit services; and it appears that this group is growing and represents a larger segment of Transit riders. Some of these riders acknowledge the efforts of Calgary Transit to become more accessible and, possibly, convenient to use. Recent investments in service expansion, such as the West LRT line and other CTrain leg extensions appear to have attracted Calgarians to use Calgary Transit services; in particular, choice riders who could be using personal vehicles to get around Calgary. Although these riders may not be as committed to using Calgary Transit as much as captive riders, they recognize the benefits of using the service such as avoiding traffic and potentially getting to their destinations quicker than if they were to use a personal vehicle. A few other notable findings in the 2015 Annual Satisfaction Survey reveal that users of the printed systems map for the most part consider it to be a useful source of information to them. Also, there is evidence to suggest sources of information used by riders are shifting such as less use of the TeleRide System and more of Calgary Transit on Twitter and Google Transit. On the whole, the findings of the 2015 Annual Satisfaction Survey reveal benefits associated with the continuing development of Calgary Transit as it focuses on evolving customer experiences and strives to become more attractive and convenient for riders and Calgarians in general. 19

24 Appendix A Survey Objectives The following objectives guided the design of the survey instrument and analysis and reporting process for the 2015 Calgary Transit Annual Satisfaction Survey. To measure travel behaviour among Transit customers. To measure customers' perceptions of service performance. To measure customers' satisfaction with various service factors. To identify customers' perceptions about importance of service factors. To examine customers' perceptions of customer service provided by Transit representatives. To examine customer loyalty among Transit users. To examine customers' priorities for service provision. To assess factors that contribute to customers choosing to use Transit services. 20

25 Appendix B Survey Instrument NOTE TO THE READER: Comments to survey sponsors by consultants are presented in blue. Instructions to interviewers are presented as words in red and are not read to respondents For Computer Aided Telephone Interviewing software programming, instructions are presented as words in green and are not provided to the interviewers or respondents INTRODUCTION/SCREENING SHEET Hello, my name is. I am calling from HarGroup Research, a Calgary research firm on behalf of Calgary Transit. Today we are conducting an important survey to gather opinions from Calgarians aged 15 and older to gather opinions about Calgary Transit? REINTRODUCE SURVEY IF NECESSARY INT1. If you have some time (as little as 2 mins, as much as 20 mins), I would like to interview you for this very important survey. IF YES -> CONTINUE IF NO -> ASK: Could I call back? IF YES -> ASK FOR NAME OF PERSON AND RECORD TIME ON CALL SHEET IF NO -> THANK AND DISCONTINUE; MARK AS "REFUSED" ON CALL SHEET INT2.Before we begin, I want to inform you that the personal information collected herein is authorized under Section 33(c) of the Freedom of Information & Protection of Privacy Act and is collected for the purpose of improving Calgary Transit Services. If you have any questions about the use of the information on this form, please contact 311 and mention the 2015 Calgary Transit Annual Survey. 21

26 D1. First, to help us determine if you quality for the survey, I need to know which of the following age groups you are in? [READ GROUP CATEGORIES] [ ] 1 15 to 17 yrs [ ] 2 18 to 19 yrs [ ] 3 20 to 24 yrs [ ] 4 25 to 34 yrs [ ] 5 35 to 44 yrs [ ] 6 45 to 54 yrs [ ] 7 55 to 64 yrs [ ] 8 65 to 74 yrs [ ] 9 75 and older [ ] 10 Refused IF THE RESPONDENT IS AT LEAST 18 YEARS, CONTINUE IF RESPONDENT IS 15 TO 17 YEARS, ASK MAY I SPEAK TO A PARENT OR GUARDIAN TO RECEIVE PERMISSION TO INTERVIEW YOU. WHEN SPEAKING TO PARENT OR GUARDIAN CALGARY TRANSIT IS LOOKING TO GET FEEDBACK FROM CALGARIANS ABOUT SERVICES THAT ARE PROVIDED. WE WOULD LIKE TO INTERVIEW YOUR CHILD FOR THIS RESEARCH, BUT WE UNDERSTAND HE/SHE IS NOT 18 YEARS OF AGE. BEFORE WE PROCEED WITH THE INTERVIEW, I MUST RECEIVE PERMISSION FROM YOU TO INTERVIEW YOUR CHILD. DO YOU PROVIDE PERMISSION FOR ME TO INTERVIEW YOUR CHILD FOR THIS IMPORTANT SURVEY? IF YES-> THE CITY S FREEDOM OF INFORMATION AND PROTECTION OF PRIVACY POLICY REQUIRES THAT I HAVE THE YOUR FIRST AND LAST NAME BEFORE PROCEEDING WITH INTERVIEWING YOUR CHILD. CAN I HAVE YOUR FIRST AND LAST NAME. MUST RECORD FIRST AND LAST NAME OF PARENT OR GUARDIAN IF NOT WILLING TO PROVIDE BOTH FIRST AND LAST NAME, INFORM PARENT OR GUARDIAN: IT IS THE REQUIREMENT OF THE CITY S FREEDOM OF INFORMATION AND PROTECTION OF PRIVACY POLICY THAT FIRST AND LAST NAMES OF PARENTS OR GUARDIANS MUST BE PROVIDED WITH CONSENT. UNFORTUNATELY, WE WILL NOT BE ABLE TO CONTINUE WITH THE INTERVIEW. IF CONCERNS EXPRESSED BY PARENT INFORMATION ABOUT THIS FOIP REQUIREMENT CAN BE OBTAINED BY CONTACTING THE CITY AT 311 OR CALGARY TRANSIT AT

27 FIRST NAME: LAST NAME: THANK AND PROCEED INTERVIEW WITH CHILD IF NO-> THANK AND DISCONTINUE; MARK AS PARENT REFUSED ON CALL SHEET D2. DO NOT READ - Male [ ] 1 Female [ ] 2 S1. Do you or does a member of your household work for Calgary Transit? IF YES, TERMINATE WITH THANK YOU. IF NO, CONTINUE. S2. Are you a permanent resident of the city of Calgary? IF YES, TERMINATE WITH THANK YOU. IF NO, CONTINUE. S4. In an AVERAGE week, that includes all 7 days, how many times would you normally ride Calgary Transit buses AND/OR CTrains? Please count a one-way trip as one ride and a trip to and from a destination as two rides. # of rides If 1 or more, go to QC1A (Transit Customer Questionnaire) If 0, go to THANK SURVEY QUESTIONNAIRE QC1A. Do you mainly use the bus, the CTrain, or both? 1 [ ] Bus 2 [ ] CTrain 3 [ ] Both 23

28 QC1B. For your most frequent transit trip, how many transfers do you make on that trip? IF NEEDED, DEFINE A TRANSFER AS The act of getting off of one transit vehicle and boarding another one. 1 [ ] None 2 [ ] One 3 [ ] Two 4 [ ] Three 5 [ ] Four 6 [ ] Five or more 7 [ ] Don t know QC1C. Please tell me how many minutes it takes you to make a typical one-way trip using Calgary Transit from when you board the first transit vehicle until you get off the last vehicle of your trip. # of Minutes: QC2A. What is your one main reason for using Calgary Transit instead of alternative forms of transportation? DO NOT READ - IF THEY SAY "CONVENIENCE", PROBE FOR SPECIFIC REASON - E.G - "Convenient in what way?" TAKE ONE RESPONSE ONLY 01 [ ] No Particular Reason 02 [ ] Less Expensive 03 [ ] Save Gas/High gasoline prices / High Parking Rates 04 [ ] No Car Available - CAPTIVE RIDERS 05 [ ] Avoid Traffic 06 [ ] Avoid Parking 07 [ ] Don't Drive - CAPTIVE RIDERS 08 [ ] Convenient Service (Specify) 09 [ ] Faster Travel Time 10 [ ] Comfortable/Relaxing 11 [ ] Environmental Reasons 12 [ ] Transit Pass included in Tuition (U-Pass) 13 [ ] Other (Specify) 24

29 14 [ ] Don't Know QC2B. For what type of trips do you mainly use Calgary Transit? Do you use Transit for... [READ CATEGORIES - TAKE NO MORE THAN 2 RESPONSES] 1 [ ] Work 2 [ ] School 3 [ ] Shopping 4 [ ] Medical, dental, personal business 5 [ ] Social/recreational 6 [ ] Other (specify) QC3A. During what time period do you use Calgary Transit most often rush hour or some other time period? [TAKE ONLY ONE RESPONSE - IF ASKED, RUSH HOUR IS WEEKDAYS 6:00-9:00 AM & 3:00-6:00 PM] 1 [ ] No Specific Time Period >>>>> SKIP TO QC3C 2 [ ] Rush Hour ONLY >>>>> SKIP TO QC3C 3 [ ] Rush hour and other Time Periods >>>>> GO TO QC3B 4 [ ] Non-Rush Hour >>>>> GO TO QC3B QC3B. While taking transit during non rush hour times, would that be on a weekday midday, weekday evening or a weekend? 1 [ ] Weekday midday 2 [ ] Weekday Evening 3 [ ] Weekend 4[ ] Don't Know QC3C. Which transit fare do you use most often? DON'T READ - TAKE NO MORE THAN 2 RESPONSES; PROBE TO ENSURE THAT PROPER PASS TYPE IS GIVEN 01 [ ] Youth Monthly Pass 06 [ ] Ticket from a book of tickets 02 [ ] Universal Pass/U-Pass 07 [ ] Cash 03 [ ] Senior Citizen Pass 08 [ ] Low Income Transit Pass 04 [ ] Adult Monthly Pass 09 [ ] Don t Pay 05 [ ] Day Pass 10 [ ] Other (Please specify ) 11 [ ] Don t Know 25

30 QC4. I am going to read you a list of different aspects of service. For each one, based on your most recent experience, I would like you to tell me how satisfied or dissatisfied you were with each service aspect, using a scale of 1 to 5 where 1 means very dissatisfied and 5 means very satisfied. ROTATE 1 Very dissatisfied 5 Very Satisfied Refused a) Having Courteous & Helpful Staff b) Being on Time c) Cleanliness d) Not Being Overcrowded e) Service Frequency f) Value for Money g) Length of Travel Time h) Directness of trip (number of transfers) i) Service to places I want to go j) The times the first vehicle starts, and the last vehicle stops operating for the day on routes you use k ) Convenience of Connections and Transfers l) Providing for Customer Safety and Security m) Providing Scheduling and Route Information n) Convenience of Purchasing Tickets and Passes o) Having access to bus stops / CTrain stations (Prompt, if necessary: being nearby bus stops/ctrain stations) p) Information made available about disruptions of Calgary Transit services q) Information made available about changes to Calgary Transit service and fares

31 QC5A. Thinking of the factors we have just discussed, what, from your point of view, would you say is the one most important service factor? [DO NOT READ LIST.] QC5B. And what is the second most important? MARK [ 1 ] FOR 1ST MOST IMPORTANT AND [ 2 ] FOR 2ND MOST IMPORTANT QUESTION; DON'T KNOW = 98 identify 1 st and 2 nd Set up CATI to Factor Having Courteous & Helpful Staff Being on Time Cleanliness Not Being Overcrowded Service Frequency Value for Money Length of Travel Time Directness of trip (number of transfers) Service to places I want to go The times the first vehicle starts, and the last vehicle stops operating for the day on routes you use. Convenience of Connections and Transfers Providing for Customer Safety and Security Providing Scheduling and Route Information Convenience of Purchasing Tickets and Passes Having access to bus stops /CTrain stations (Prompt, if necessary: being nearby bus stops/ctrain stations) Information made available about disruptions of Calgary Transit services Information made available about changes to Calgary Transit service and fares Other None in particular Don t know 1 st Most Important 2 nd Most Important 27

32 QC6A. Based on your own experience in the last seven days, how satisfied or dissatisfied are you with the overall service provided by the transit system in Calgary? Please use a scale of 1 to 5 where 1 means very dissatisfied and 5 means very satisfied. READ ALL CATEGORIES EXCEPT "DON'T KNOW" 1 [ ] Very dissatisfied 2 [ ] 3 [ ] 4 [ ] 5 [ ] Very satisfied 6 [ ] Don't know QC6B. Thinking of the overall level of Calgary Transit service in your community during the past year, would you say it has become better, worse, or stayed the same compared with previous years? IF BETTER OR WORSE ASK: Would that be a lot or a little better/worse? 1 [ ] A lot better 2 [ ] A little better 3 [ ] Stayed the same >>>> SKIP TO QUESTION QC7A 4 [ ] A little worse 5 [ ] A lot worse 6 [ ] Didn't use in previous years >>>> SKIP TO QUESTION QC7A 7 [ ] Don't know >>>> SKIP TO QUESTION QC7A QC6C. And what specific aspect of service makes you feel that way? DO NOT READ - ACCEPT UP TO 2 RESPONSES ONLY (Not) Having Courteous & Helpful Staff [ ] 01 (Not) Being on Time [ ] 02 (Lack of ) Cleanliness [ ] 03 (Not) Being Overcrowded [ ] 04 (Lack of) Service Frequency [ ] 05 (Lack of) Value for Money [ ] 06 Length of Travel Time [ ] 07 (In)Directness of Trip (number of transfers) [ ] 08 (Lack of) Service to places I want to go [ ] 09 The times the first vehicle starts, and the last [ ] 10 vehicle stops operating for the day on routes you use. (In)Convenience of Connections and Transfers [ ] 11 (Not) Providing for Customer Safety and Security [ ] 12 (Not) Providing Scheduling and Route Information [ ]13 (Lack of) Expansion of CTrain service/ctrain line extension [ ]14 (In)Convenience of Purchasing Tickets and Passes [ ]15 (Not) Having access to bus stops / CTrain stations [ ]16 (Prompt, if necessary: being nearby bus stops/ctrain stations) (Lack of) Information made available about disruptions of Calgary Transit services [ ]17 (Lack of) Information made available about changes to Calgary Transit service and fares [ ]18 New Services [ ]19 Other (Specify: ) [ ]20 Don't Know [ ]21 28

33 QC7A. Calgary Transit is interested in how Calgary Transit fits into your life. For each of the following statements, please tell me if you strongly agree, somewhat agree, somewhat disagree, or strongly disagree. If any of the statements are not applicable, please tell me. ROTATE a) Calgary Transit is an important choice in my life and lifestyle b) The choice of where I live or will move to is influenced by the availability of Calgary Transit services c) For each trip I make I consider using Calgary Transit d) I use Calgary Transit to go to multiple places throughout my journey Strongly agree Somewhat agree Somewhat disagree Strongly disagree Refused Not applicable QC7B. How do you typically get to the first bus or CTrain vehicle when you use Calgary Transit? DO NOT READ, TAKE ONLY TOP ONE OR TWO RESPONSES 1 [ ] Walk 2 [ ] Drive, use park and ride 3 [ ] Drive, park nearby 4 [ ] Cycle 5 [ ] Passenger in another vehicle (carpool, kiss n ride, etc) 6 [ ] Other IF QC7B INDICATED WALK PLEASE COMPLETE QC7C QC7C. You indicated that you typically walk to your first bus or CTrain on your trip. Can you tell me how many minutes you currently take to walk to the first bus or CTrain? Minutes IF QC1B INDICATES 1 OR MORE TRANSFERS PLEASE COMPLETE QC7D 29

34 QC7D. How many minutes are you willing to wait for a transfer to another Calgary Transit vehicle? Minutes IF QC1A INDICATES BOTH BUS AND CTrain PLEASE COMPLETE QC7E QC7E. Which is the transit mode you take first on a typical trip using Calgary Transit? (READ) 1 [ ] Bus 2 [ ] CTrain QC8. I'd like to ask you how strongly you agree or disagree with a few statements about Calgary Transit. For each of the following statements, please tell me if you strongly agree, somewhat agree, somewhat disagree or strongly disagree. If any of the statements are not applicable, please tell me. ROTATE a) The bus drivers usually greet me in a friendly manner b) Bus drivers are knowledgeable about the service they provide c) I feel safe when traveling on transit e) Other passengers are usually well-behaved f) Calgary Transit vehicles normally arrive at my stop at the scheduled time h) Overall, I feel Calgary Transit bus and CTrain drivers operate their vehicles safely i) My experience while travelling on Calgary Transit buses and CTrains is usually pleasant j) There is generally a bus stop or CTrain station within a reasonable distance of my origin and destination Strongly agree Somewhat agree Somewhat disagree Strongly disagree Refused Not applicable QC9A. In the past 3 months, was there an occasion when you wanted to contact Calgary Transit to complain about some aspect of service but you did not actually register the complaint? 1 [ ] YES 2 [ ] NO >>>>>> SKIP TO QC10 30

35 QC9B. IF YES, ASK: Why did you not contact Calgary Transit with your complaint? [DO NOT READ - TAKE UP TO 2 RESPONSES BUT DO NOT PROBE FOR A SECOND] 1 [ ] I couldn't get through on the complaints line 2 [ ] I didn't know how to make a complaint 3 [ ] I didn't think it would do any good to complain 4 [ ] I forgot 5 [ ] I didn't know the number to call to make a complaint (note to interviewer: this is different from category #2) 6 [ ] It wasn't important enough/ I couldn't be bothered 7 [ ] Other QC10. Calgary Transit provides information to customers in a number of ways. In an average month, how many times would you access/use the following information sources: READ ALL. (97=Don t know what the information service is. 98=Don t know how many times) a) Customer Call Centre (READ IF NECESSARY, )? [ ] times per month b) TeleRide System (READ IF NECESSARY, )? [ ] times per month c) Calgary Transit web site (READ IF NECESSARY [ ] times per month d) Calgary Transit on Google Transit? [ ] times per month e) Calgary Transit on Twitter? [ ] times per month f) Calgary Transit alerts? [ ] times per month g) Obtaining information from Calgary Transit Drivers? [ ] times per month h) The printed system map that shows ALL bus and CTrain routes, please note this is not the brochure maps that show individual route maps [ ] times per month 31

36 QC11A [FOR INFORMATION SOURCES THE RESPONDENT ACCESSED IN AN AVERAGE MONTH] How satisfied or dissatisfied are you with the quality of information provided by the information sources that you use? Please use a scale of 1 to 5 where 1 means very dissatisfied and 5 means very satisfied. 1 Very dissatisfied Very satisfied Refused a) Customer Call Centre b) TeleRide System c) Calgary Transit web site d) Calgary Transit on Google Transit e) Calgary Transit on Twitter f) Calgary Transit alerts g) Obtaining information from Calgary Transit Drivers h) The printed system map that shows all bus and CTrain routes QC11B Would you say that the printed system map that shows all bus and CTrains routes is very useful, somewhat useful, not very useful or not at all useful to have available to you as a transit user? 1 [ ] Very useful 2 [ ] Somewhat useful 3 [ ] Not very useful 4 [ ] Not at all useful 5 [ ] DO NOT READ Don t know QC11C How satisfied or dissatisfied are you with the quality of information being made available from Calgary Transit on the following issues? Please use a scale of 1 to 5 where 1 means very dissatisfied and 5 means very satisfied. 1 Very 5 Very dissatisfied satisfied Refused a) Disruptions of Calgary Transit services that are planned, such as station refurbishments, track work, etc b) Disruptions of Calgary Transit services that are unplanned, such as a result of collisions, fatalities, medical emergencies, etc c) Service changes (changes to route destinations, scheduling, etc.) d) Fare changes e) Future plans (LRT network upgrades, service to new communities, improved vehicles, etc) f) How to use the transit system

37 QC12. In your opinion what is the one most important thing you would like to see Calgary Transit change or improve? SERVICE DESIGN [ ] 1 More on-time service [ ] 2 Reduce overcrowding [ ] 3 More/earlier/later bus/ctrain service [ ] 4 More frequent service [ ] 5 Make connections better/easier FLEET/FACILITIES [ ] 6 More CTrains [ ] 7 Improve maintenance of fleet [ ] 8 Improve cleanliness of fleet [ ] 9 Age/new vehicles [ ] 10 Improve shelter/station facilities (heating, cleaning etc.) [ ] 11 More available parking at CTrain stations [ ] 12 More shelter facilities ROUTES/PLANNING [ ] 13 Improve bus routes [ ] 14 Expand CTrain line (generally) [ ] 15 Southeast LRT [ ] 16 LRT to the airport [ ] 17 Expand Northwest LRT [ ] 18 West LRT [ ] 19 Expanded service (generally) COST FARES [ ] 20 Lower fares/don t increase fares [ ] 21 Electronic fare payment system [ ] 22 Free parking/reduced rates at CTrain stations SAFETY/SECURITY [ ] 23 More/better security PUBLIC AWARENESS [ ] 24 Improve information services [ ] 25 More current service information (disruptions, etc.) [ ] 26 Provide schedule information at bus stops/ctrain stations 33