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

Transcription

1 RTC Paratransit Customer Satisfaction Wave 3 Results

2 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. Respondent Type Do you Require a Personal Care Assistant or PCA to Travel with You on the RTC Vehicle? 62% 51% 49% 17% 21% Customer Caretaker Yes No Sometimes 11

3 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

4 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

5 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

6 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

7 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

8 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

9 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

10 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

11 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

12 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

13 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

14 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

15 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 27

16 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

17 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

18 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

19 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

20 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

21 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

22 QUESTIONS? 42