2016 Kelowna Regional Transit Customer Satisfaction Survey Project Update

Transcription

1 2016 Kelowna Regional Transit Customer Satisfaction Survey Project Update 1.0 Introduction As part of the Central Okanagan Transit Future Action Plan process, BC Transit, in collaboration with the local partners and Operating Company, conducted an extensive customer satisfaction survey on the Kelowna Regional Transit system. The survey took place in April 2016, where over 1,700 onboard and online surveys were completed. The primary goals of the survey were as follows: Discover opportunities to provide improved experiences for our customers and to potentially grow ridership Learn about customers needs and priorities and use that information to recommend enhancements to the transit service in the short, medium and long term To support proposed service changes that may be included in the Transit Future Action Plan (to be completed in early 2017) The process for survey collection primarily involved intercepting the customers either while riding the bus or at a transit exchange. The intercept surveys were undertaken at locations throughout the Kelowna Region and included staff from BC Transit, City of Kelowna, City of West Kelowna, District of Lake Country, Westbank First Nation, District of Peachland and First Canada (operating company). The survey was also available online for those not able to complete the survey onsite. In total, there were 1,736 surveys completed, with over 85% of these surveys (1,482) done via an intercept survey. The number of total surveys completed exceeds the amount collected in 2014, which was 1,346. This report summarizes some of the key findings from the 2016 customer survey. The information collected in this survey will be shared with the public as part of the public September 2016 Page 1

2 consultation process planned for fall 2017, and then ultimately used to support recommended service changes as part of the final Central Okanagan Transit Future Action Plan, which will be completed in Survey Results Overview The primary objective of this comprehensive survey was to identify customer satisfaction trends for the Kelowna Regional Transit system. In addition to identifying satisfaction levels, customers were also asked to share what factors are most important to them. The detailed results of the customer survey can be found in Appendix A. Based on this information, the table on the following page was created to show the relationship between customer satisfaction and the importance of some of the key factors within a transit system. September 2016 Page 2

3 The characteristics in this table are ranked based on their levels of stated importance and satisfaction, and then evenly distributed on a scale from -1 to +1. September 2016 Page 3

4 3.0 Key Conclusions Below is a summary of the key conclusions based on the customer survey: Customers are currently dissatisfied with reliability, connections and frequency of the transit service. They also rank these factors as being very important to their experience on transit. Therefore, the service recommendations in the Transit Future Action Plan should focus on improvements in these areas. Customers are currently satisfied with driver courtesy, safety and comfort nad also rank these factors as being highly important to them. This is a positive sign for the transit system as it demonstrates that the vast majority of transit customers are very satisfied with the existing service delivery. It is important that the transit system to continue to invest in these measures to maintain customer satisfaction. Most customers were generally satisfied with the value of service received for the fare paid. This is a positive sign for the transit system, especially since there was fare increase that took place in September Next Steps The next step in this process is to summarize all of the data collected in the survey and to include as part of the public consultation in fall/winter The information will also be used to support the decision-making process for identifying service change priorities as part of the Transit Future Action Plan. September 2016 Page 4

5 Appendix A Detailed customer survey results

6 Percent of Respondents Trip Purposes for Transit What was the purpose of your trip? 35% 30% 25% 20% 15% 5% 0% 31% 28% 24% 21% 17% 13% 13% 7% 9% 8% 4% 6% 6% Work Post-Secondary Grade School Shopping Social Medical Other All Modes Transit

7 Percent of Respondents Customer Satisfaction How satisfied are you with transit service overall? 60% 50% 40% 30% Central Okanagan 20% 0% Very Dissatisfied Dissatisfied Neutral Satisfied Very Satisfied 63% are satisfied with transit service

8 Percent of Respondents Customer Satisfaction Kelowna How satisfied are you with transit service overall? 60% 50% 40% 30% Central Okanagan Kelowna 20% 0% Very Dissatisfied Dissatisfied Neutral Satisfied Very Satisfied 61% are satisfied with transit service

9 Percent of Respondents Customer Satisfaction Westside How satisfied are you with transit service overall? 60% 50% 40% 30% Central Okanagan Westside 20% 0% Very Dissatisfied Dissatisfied Neutral Satisfied Very Satisfied 57% are satisfied with transit service

10 Percent of Respondents Customer Satisfaction Lake Country/RDCO How satisfied are you with transit service overall? 70% 60% 50% 40% 30% Central Okanagan Lake Country/RDCO 20% 0% Very Dissatisfied Dissatisfied Neutral Satisfied Very Satisfied 64% are satisfied with transit service

11 Percent of Respondents Customer Satisfaction How has transit service changed for you compared to one year ago? 60% 50% 40% 30% Central Okanagan 20% 0% A lot worse A little worse About the same A little better A lot better 40% say transit service has improved

12 Percent of Respondents Customer Satisfaction - Westside How has transit service changed for you compared to one year ago? 60% 50% 40% 30% Central Okanagan Westside 20% 0% A lot worse A little worse About the same A little better A lot better 41% say transit service has improved

13 Percent of Respondents Customer Satisfaction Kelowna How has transit service changed for you compared to one year ago? 60% 50% 40% 30% Central Okanagan Kelowna 20% 0% A lot worse A little worse About the same A little better A lot better 37% say transit service has improved

14 Percent of Respondents Customer Satisfaction Lake Country/RDCO How has transit service changed for you compared to one year ago? 60% 50% 40% 30% Central Okanagan Lake Country/RDCO 20% 0% A lot worse A little worse About the same A little better A lot better 35% say transit service has improved

15 Cross Boundary Trips 22% of transit trips cross municipal boundaries

16 Exchanges Used 17% of transit riders said they use Westbank Exchange

17 Exchanges Used 36% of transit riders said they use Queensway Exchange

18 Exchanges Used 32% of transit riders said they use UBCO Exchange