Subway CSS 2011

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2011

MTACUSTOMERSATISFACTION

RESEARCHRESULTSNewYorkCityTransitSubways

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CONTEXT

2011surveysprovidethefirstyeartoyear

comparisonsagainst

baselines

established

in

2010

usingtheunifiedratingscaleforallagencies:

The2011surveyswereconductedafterayearthat

included:

Servicecuts,afareincrease,andtwoseveresnowstorms

Continuationof

MTA

service

initiatives

and

information

initiatives

Increasedefforttocommunicateimprovementstocustomers

VeryDissatisfied Dissatisfied Satisfied VerySatisfied

1 2 3 4 5 6 7 8 9 10

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SUBWAYRESULTS

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OVERALL

CUSTOMER

SATISFACTION

56% 60% 57% 60% 52%63%

15%13% 19%

18%

19%

15%

Satisfied VerySatisfied

71% 74%77% 78%

71%78%

OverallSubway

ServiceLineUsedMost

Often

OverallStation

Environment

2010 2011 2010 2011 2010 2011

Customersatisfactionwithoverallsubwayservicetrendedupwardto74%in2011.

Customersatisfactionwiththeoverallstationenvironmentratingincreased

statisticallyto78%in2011from71%in2010.

Numbersingreenarestatisticallygreaterthan2010rating. Numbersinredarestatisticallylower.Statisticaldifferences aresignificantatthe95%levelofconfidence.

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CUSTOMERSATISFACTION

WITHMAJORSERVICECATEGORIES

2010 2011

OverallComfortandConvenienceofUsingtheSubway 78% 84%

Safety&SecurityonTrains 77% 83%

ServiceReliability 76% 82%

CourtesyandHelpfulnessofSubwayConductors 77% 80%

ServiceFrequency 72% 79%

OverallCleanlinessonSubwayCars 68% 75%

Information&CommunicationsOnBoardTrains 63% 73%

ValuefortheMoneyUsingtheSubway 64% 67%

6of8majorservicecategoriesrecordednotableincreasesin2011.


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COUNTDOWNCLOCKS

Countdownclocksarehavingapositiveimpactontheoverallcustomer

experience

All54

subway

service

and

station

attributes

were

rated

higher

by

those

withcountdownclocksintheirstationthanthosewithoutacountdown

clockinstation. Thisincludes:

CustomerInformation

Knowing

how

long

until

next

train

arrives

(+19

percentage

points) Clarityofannouncementsonstationplatforms(+11)

Informationinstationaboutunscheduleddelays(+10)

ServicePerformance

Predictabilityof

subway

travel

time

(+9

percentage

points)

Servicefrequency(+8)

Servicereliability(+6)

PersonalSecurity

Personalsecurity

in

station

after

8p.m.

(+12

percentage

points)

Statisticaldifferencesaresignificantatthe95%levelofconfidence.

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SUBWAY

SERVICE

QUALITY

Satisfactionincreasedstatisticallyforservicereliability(+6points)andservice

frequency(+7points).


83%81%

76%

82%

74%

77%

72%

79% 81% 80%

2010 2011 2010 2011 2010 2011 2010 2011 2010 2011

HowFastSubway

GetsYouPlaces

Service

Reliability

Predictabilityof

TravelTime

Service

Frequency

CarMaintenance

toAvoidDelays

1009subwaycustomerssurveyed. Marginoferror3%. Numbersindarkbrownstatisticallygreaterthan2010rating. Numbersinredstatisticallylower.

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Overallcomfortandconvenienceofsubwayincreasedstatisticallyin2011(+6points). Comfortoftemperatureinsidecarsincreasedstatistically(+5points),reflectingbetterair

conditioninginnewtrains.

Crowdingontrainsduringrushhoursremainsanissue. WhileTransitplanstoincreaseservice

ontheLlinenextsummer,weareunabletoincreasethenumberoftrainsthatoperateduring

rushhours on

many

of

our

lines.

COMFORT

AND

CONVENIENCEOverallComfortand

Convenience

CrowdingonTrains

RushHoursCrowdingon

Platforms:RushHours

Comfortof

TemperatureonTrains

59% 61%

35% 38%52%

58% 56% 57%

20%23%

9% 8%

13%12%

24% 27%


84%

44% 46%

70%79% 84%

2010 2010 2010 20102011 2011 2011 2011

78%65%


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SUBWAYSTATIONS

Ratingsofallfivemajorstationcategoriesincreasedstatisticallyin2011.

2010 2011

OverallPersonalSecurityinStation 76% 82%

AvailabilityofInformationinStation 67% 77%

MaintenanceandRepairofStation 68% 75%

StationCleanliness 64% 72%

PlatformCrowdingduringRushHours 65% 70%

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Satisfactionwithoverallmaintenanceandrepairofstationsincreasedstatistically

in2011(+7points).

Conditionofwallsandceilings(addedin2011)isthelowestratedstation

component.

10

STATIONMAINTENANCEANDREPAIR


Maintenance

andRepairConditionofStairs

andHandrails

Walls

andCeilings(New)

49% 60% 55% 58% 50% 51% 53%

19%

15%17%

18%

14%24% 20%


2010 2011 2010 2011 2011 2011 2011

68%75% 72% 76%

64%75% 73%

2010

Escalators(New)

Elevators(New)

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STATIONCLEANLINESS,LIGHTING,

ANDOTHERSTATIONRATINGS

StationLightingOverall

StationCleanliness

Stationcleanliness(+8points)andlighting(+6points)increasedstatisticallyin2011.

About80%ofcustomersaresatisfiedwithMetroCardvendingmachines,swipe

readers,and

station

agents.

MetroCard

VendingMachines

MetroCard

SwipeReaders

WorkingConditionof(New)

49%56% 54%

61% 55% 56%

15%16% 26%

25%26% 24%


64%72%

80%86%

81% 80%

20102010 20102011 2011 2011

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Satisfactionwithcountdownclockscontinuesataveryhighlevel(96%)in2011,

including59%very satisfied.

Satisfactionimprovedstatisticallyoninformationaboutdelays,reflectingimproved

plannedservicechangepostersandLEDsoncountdownclocks.

Informationaboutunscheduleddelayscontinuestoneedimprovement.

12

INFORMATIONINSTATIONS

39%37%

48%59%

43%51%

56% 59%

21%

18%

13%

13%


95% 96%

69% 76%56%

64%

2010 2010 20102011 2011 2011

Countdown

ClocksInformationaboutPlanned

ServiceChanges

Informationabout

UnscheduledDelays


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SUMMARY

Improvementinitiativesareincreasingcustomer

satisfactionwithservice,stations,andcommunications

Countdownclocksinparticulararecontributingtoimproved

perceptionsofservicereliability,safety,andinformation

availabletocustomers Continuedinvestmentsininformationtechnology,station

maintenanceandcleaning,andmaintainingreliableservice

willcontinuetoaddresscustomerconcernsintothefuture

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The2011CitywideSurveywasconductedamong1200adultswhohadtakenoneormoretripsbysubwayand/orlocalbusinthepast30days.

Twostatistically

representative

samples

were

used

in

the

Citywide

Survey:

86%

of

respondentswerecontactedusingarepresentativerandomdigitdial(RDD)sampleoflandlinesand14%ofrespondentswerecontactedusingarandomcellphonesample. AllrespondentswerescreenedtoensuretheyresideinNewYorkCity.

ThesurveywasconductedfromJune2030,2011usingcomputerassistedtelephoneinterviewing(CATI)technology. InterviewswereconductedeveningsandweekendsinEnglishandSpanish. Averageinterviewlengthwas26minutes. Themarginoferrorforarepresentative

survey

of

1200

persons

is

3%

at

the

95%

level

of

statistical

confidence.

Inadditiontothedatafromthe1200past30daycustomersinterviewedinthesurvey,demographicinformationwascollectedamongalladultswhowerecontactedbuthadnottakenasubwayorlocalbustripinthepast30days.ThetotalcontactdatawasweightedagainstCensusinformationfromthe2009AmericanCommunitySurvey(Gender,Age,Education,Race/Ethnicity,Borough,andHouseholdSize)andtelephoneserviceinformation

fromthe

2011

National

Health

Statistics

Reports

No.

39.

Sample

balancing

of

the

contact

datafileonthesekeydemographicvariablesandtelephoneservicewasexecutedtomatchCensus/NationalHealthStatisticsReportsdata.

Weightingsurveydatahelpsensurerepresentativenessofresults.

[1] Annualhouseholdincomewasnotusedforweightingbecause13%ofrespondentseithercouldnotorwouldnotprovide

their

household

income,

a

relatively

low

rate

for

telephone

surveys.

METHODOLOGY

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SERVICEATTRIBUTERATINGSSUBWAYSERVICEATTRIBUTERATINGS

Categoriesandattributeswithincategoriesaskedinrandomorder.

MajorCategoryrating(gray)alwaysaskedafterattributesincategory.

UnweightedBase

CustomerSatisfaction2010 2011 1202 1200 2

% % %

SubwayServiceOverall 71 74 +3

SubwayService(Lineusedmostoften) 77 78 +1

OverallReliabilityofService 76 82 +6

Thepredictabilityofsubwaytraveltime 74 77 +3

Howfastthesubwaygetsyouwhereyouwanttogo 83 81 2

Maintainingsubwaycarssotheydonotbreakdownandcausedelays 81 80 1

OverallComfortandConvenienceofUsingtheSubway 78 84 +6

Comfortoftemperatureonsubwaycars

(Rephrasedfromtemperatureonsubwaycars)79 84 +5

Keepingsubwaytrainsfromgettingtoocrowdedduringrushhours 44 46 +2

ServiceFrequency 72 79 +5

ValuefortheMoney 64 67 +3

OverallSafetyandSecurity 77 83 +6

OverallpersonalsecurityinthesubwayBEFORE8p.m. 80 86 +6

OverallpersonalsecurityinthesubwayAFTER8p.m. 65 72 +7

Safetyfrommechanicalaccidents 85 89 +4

OverallInformationandCommunications 63 73 +10

Usefulnessofannouncementsontrainsduringplannedservicechanges 69

Clarityofannouncementsonsubwaytrains 56 64 +8

Knowinghowlongyouhavetowaitforthenexttraintoarrive1 65 68 +3

Usefulnessofannouncementsontrainsduringunplanneddelays 67 Usefulnessofannouncementsontrainsduringnormalservice 67 74 +7

OverallCleanlinessofSubwayCars 68 75 +7

Havingnolitterinsubwaycars1 67

Keepingfloorsandseatsclean1 68

Keepingsubwaycarwindowscleanwithnoscratchiti1 71 77 +6

Keepinggraffitioffsubwaycarwalls1 76 82 +6

CourtesyandHelpfulnessofSubwayConductors 77 80 +3

1

Nonumberfor2010isshowninthetablebecausethe2010numberreportedlastyearcamefromaseparatesurveyconductedinAugust,2010(theCustomerPrioritiesSurvey). ItisnotsufficientlystatisticallyreliabletocomparenumbersintheCitywideSurveyto numbersinthe

CustomerPrioritiessurvey. Therefore,the2011numberwillbethebaselineforfutureCitywideSurveycomparisons.

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STATIONATTRIBUTE

RATINGS

Categoriesandattributeswithincategoriesaskedinrandomorder.

MajorCategoryrating(gray)alwaysaskedafterattributesincategory.

UnweightedBase

CustomerSatisfaction

2010 20111202 1200

% %

OverallStationEnvironment 71 78

Homestations 77 79

Work/schoolstations 74 80

MaintenanceandRepairofStation 68 75

Conditionofwallsandceilings 64

Conditionofstairsandhandrails 72 77

Stationlighting 81 85

WorkingconditionofMetroCardvendingmachines1 81

WorkingconditionofMetroCardswipereadersatturnstiles 80

StationCleanliness 64 72

Keepingstationcleanfromdirtandgrime1 67

Keepingstationlitterfree1 73

Keepinggraffitioffwalls,signs,etc. 1 78

AvailabilityofInformationinStation 67 77

Havinglargesubwaymapsavailablethroughoutthestation1 75

Informationinstationaboutplannedservicechanges 69 76

Clarityofannouncementsonstationplatforms 59 67

Informationinstationaboutunscheduleddelays 56 64

Signsdirectingyoutoexitsandtransferlocations 82 85

KeepingPlatformsfromGettingTooCrowdedduringRushHours 65 70

PersonalSecurityinStation 76 82

YoursenseofpersonalsecurityinthestationAFTER8p.m. 72

YoursenseofpersonalsecurityinthestationBEFORE8p.m. 88

OtherStationRatings:

Countdownclocks(Base:765customerswhoeverusedone) 95 96

Courtesy&helpfulnessofstationagents(Base:279past30dayusers)

Escalators(Base:581past30dayusers)

81

75

Elevators(Base:257past30dayusers) 73

1 Nonumberfor2010isshowninthetablebecausethe2010numberreportedlastyearcamefromaseparatesurveyconductedinAugust,2010(theCustomerPrioritiesSurvey). ItisnotsufficientlystatisticallyreliabletocomparenumbersintheCitywideSurveytonumbersintheCustomerPrioritiessurvey. Therefore,the

2011numberwillbethebaselineforfutureCitywideSurveycomparisons.

Documents

Subway CSS 2011