Keolis MBTA Commuter Rail Commuter Rail Rider Satisfaction Survey Spring Presented By: SocialSphere, Inc. June 2017

Transcription

1 Keolis MBTA Commuter Rail Commuter Rail Rider Satisfaction Survey Spring 2017 Presented By: SocialSphere, Inc. June 2017

2 Overview and Methodology 2

3 Overview and Methodology Keolis Commuter Services, a global transit leader and the MBTA s partner that operates the commuter rail, selected SocialSphere to conduct the bi-annual Rider Satisfaction Survey. SocialSphere was contracted to review and revise the research design and methodology, administer the survey and independently analyze the results. Between 22 April and 28 April 2017, SocialSphere and Keolis collected the results of 5,780 surveys. A methodology was designed to have a statistically valid sample framework. Data has been weighted so that the composition of the sample matches the ridership by line of the Commuter Rail. The goal of the survey was to provide insight into helping Keolis Commuter Services build its annual Customer Service Improvement Plan. The survey was adapted from previous satisfaction surveys. In the previous survey, respondents were asked to rate both the performance of the Commuter Rail on a variety of factors and the importance of those factors to their overall satisfaction. This is the fifth administration of this survey on behalf of Keolis by SocialSphere, the first being in the Spring of This edition of the survey focuses on profiling each line, and tracking changes compared to previous administrations of the survey.

4 Spring 2015 Overall Satisfaction: In general, how satisfied are you with the service on the Commuter Rail? 1 to 7 Scale 18% % 19% Net Mean Fitchburg Lowell Haverhill N port/r port 4 Fall 2015 Spring 201 Fall 201 2% 5% 4% 2% 59% 58% 12% % 8% Worcester/F ham Needham Fairmount Greenbush Spring % 0% 8% % 25% 50% 75% 100% Satisfied (-7) Neutral (-5 or Declined) Not Satisfied (1-2) Franklin Providence Plymouth, M boro

5 Overall Satisfaction: Onboard Trains 5 Fall 2015 Spring 201 Fall 201 Spring 2017 Overall Crew Appearance On-Board Temp Clean Seats, etc Seating Avail On-Time Perf Crowding Train Frequency N/A Journey Time N/A Cleanliness of Toilet Facilities Onboard N/A Value for Money N/A In general, how satisfied are you with the following aspects of the Commuter Rail? (1 to 7 Scale where 1 = Not Satisfied and 7 = Satisfied)

6 Satisfaction: In Stations Fall 201 Spring 2017 Readability of train departures boards/monitors Cleanliness of the station (Boston) Cleanliness of station restrooms Sound quality of standard departure announcements Frequency of announcements during times of disruptions Apperance of the staff in the stations N/A 5. Ease of access to the platform Cleanliness of the station (Outside of Boston) In general, how satisfied are you with the following aspects of the Commuter Rail? (1 to 7 Scale where 1 = Not Satisfied and 7 = Satisfied)

7 7 Overall Satisfaction: Communication Fall 201 Spring 2017 Communications (General) Clarity of automated announcements/pa system Quality of standard train announcements Quality of train announcements during disruptions Frequency of train announcements during disruptions In general, how satisfied are you with the following aspects of the Commuter Rail? (1 to 7 Scale where 1 = Not Satisfied and 7 = Satisfied)

8 8 Changes Since Last Year: Overall Compared to last year at this time (Spring 201), would you say the following aspects of Commuter Rail service have gotten better, gotten worse or stayed about the same? On-time performance 2% 58% 19% Professionalism of staff on trains 19% 7% 5% Passenger information in stations 1% 78% 5% Professionalism of staff in stations 14% 8% % T-Alerts via text (sms) message 14% 78% 7% Passenger information on trains 12% 78% 10% T-Alerts via 9% 85% % Coach cleanliness 8% 8% % Cleanliness of station 7% 88% 5% 0% 25% 50% 75% 100% Better Same/N.A. Worse

9 John Della Volpe Founder & CEO SocialSphere, Inc. Phone Office : +1 (17) Tory Mazzola Director, Public Affairs, Keolis Justin Thomas Manager, Public Relations, Keolis Phone Office : +1 (17) Tory.Mazzola@KeolisCS.com Justin.Thompson@KeolisCS.com