2018 septa customer satisfaction survey final...
TRANSCRIPT
2018 SEPTA CUSTOMER SATISFACTION SURVEY FINAL REPORT
DECEMBER 2018
1
Slide #
1 Methodology 2
2 Key Findings 3
3 Rider Survey: Detailed Findings 4
• SEPTA Overall Performance Ratings by Mode 5
• SEPTA Service Category & Component Ratings 6
• SEPTA Key Usage 14
• Reasons for Taking SEPTA 15
• SEPTA Rider Demographics 16
4 Non-Rider Survey: Detailed Findings 18
5 Rider & Non-Rider Likelihood to Recommend SEPTA 20
Table of Contents
Methodology
• SEPTA partnered with WBA Research to conduct the 2018 SEPTA Customer Satisfaction Survey (New in 2018)
• Data collected from April 24, 2018 through May 4, 2018
• Riders were invited to participate in the survey by providing their contact information (name, phone, email) on a post card distributed by vendor staff at stations, stops, and onboard vehicles
• 21,000 riders shared their contact information this way
• Non-Riders were recruited via address-based sampling (ABS)
• 16,000 letters were sent to residents of Philadelphia, Bucks, Chester, Delaware, and Montgomery Counties
• Survey respondents had the option of completing the survey online or by telephone interview (New in 2018)
• Conducted surveys with 1,542 riders & 400 non-riders
• 2,840 Rider Mode Observations (Riders could rate up to 3 modes)
• In order to ensure that sample is representative of the overall population the data is weighted as follows:
• Riders: System-wide data included in this presentation is weighted by mode ridership
• Non-Riders: Data is weighted by county population
• Ratings in this report are mean average scores on a scale of 0 – 10 2
Rider Operations/Segments Total
Broad Street Line 408
Market-Frankford Line 405
City Bus/Trackless Trolley 703
Suburban Light Rail/Trolley 202
Suburban Bus 200
City Trolley 518
Regional Rail 404
Total Mode Observations 2,840
Non-Rider Counties Total
Philadelphia 200
Suburbs 200
Bucks 50
Chester 40
Delaware 45
Montgomery 65
Total 400
Key Findings
3
SEPTA Overall
• System-wide, Overall Performance Satisfaction rating averaged a 7.3 on a 0 – 10 point scale.
• Overall, SEPTA has many Strengths, namely in the areas of Convenience, Courtesy, Personal Security, and Personal Safety. SEPTA is viewed as a convenient system, keeping its riders safe and secure.
• Areas where SEPTA must improve are Communication and Cleanliness. If Communication and/or Cleanliness are improved, rider satisfaction could increase, as riders place high importance on these categories.
• Commutation or work-related business are riders’ main reasons for taking SEPTA, regardless of mode, with 82% of riders indicating they travel on SEPTA for these reasons.
• 64% of riders reported using SEPTA for personal trips, such as shopping, social engagements, errands, medical appointments, etc.
• Roughly two-thirds of SEPTA riders (66%) report having a SEPTA Key card.
• 61% of riders are female and 39% are male.
Rider Survey Detailed Findings
4
7.3 7.3 7.1 7.2 7.2
7.8 7.87.4
0.0
1.0
2.0
3.0
4.0
5.0
6.0
7.0
8.0
9.0
10.0
SEPTAOverall
Broad StreetLine
Market-FrankfordLine
City Bus City Trolley SuburbanTrolley
SuburbanBus
RegionalRail
5
Rider Survey
Overall Performance by Mode
6
7.37.5
6.87.3
6.67.2 7.2
0.0
1.0
2.0
3.0
4.0
5.0
6.0
7.0
8.0
9.0
10.0
OverallPerformance
OverallConvenience
OverallCleanliness
OverallCourtesy
OverallCommunication
OverallPersonal Security
OverallPersonal Safety
Rider Survey
Service Category Ratings
7.37.5 7.3 7.3 7.2
8.0
0.0
1.0
2.0
3.0
4.0
5.0
6.0
7.0
8.0
9.0
10.0
Overall Performance Overall Convenience Reliability Frequency of Service Seat Availability Ease of Purchasing Fare
7
Convenience Service Component Ratings
Rider Survey
7.3
6.66.1
6.66.9
0.0
1.0
2.0
3.0
4.0
5.0
6.0
7.0
8.0
9.0
10.0
Overall Performance Overall Communication Service Disruption/DelaysPrior to Board
Service Disruption/DelaysOnboard
Stop Announcements
8
Rider Survey
Communication Service Component Ratings
7.3 7.3 7.5 7.5
6.9
0.0
1.0
2.0
3.0
4.0
5.0
6.0
7.0
8.0
9.0
10.0
Overall Performance Overall Courtesy Smoothnessof Ride
SEPTA Employees* Other Riders**
9
* “SEPTA Employees” is a composite rating average of aggregating all employee ratings** “Other Riders” is a composite rating average aggregating all rider behavior ratings
Rider Survey
Courtesy Service Component Ratings
7.36.8
7.3
6.3
6.9
6.3
0.0
1.0
2.0
3.0
4.0
5.0
6.0
7.0
8.0
9.0
10.0
Overall Performance Overall Cleanliness Vehicles AM Vehicles PM Stations AM Stations PM
10
Rider Survey
Cleanliness Service Component Ratings
7.3 7.2 7.26.9
7.77.3
0.0
1.0
2.0
3.0
4.0
5.0
6.0
7.0
8.0
9.0
10.0
Overall Performance Overall PersonalSecurity
Center City Stations City Stations OutsideCC
Suburban Stations Security Onboard
11
Rider Survey
Personal Security Component Ratings
7.3 7.27.6 7.6
0.0
1.0
2.0
3.0
4.0
5.0
6.0
7.0
8.0
9.0
10.0
Overall Performance Overall Personal Safety Safety from Accidents at Stations Safety from Accidents Onboard
12
Rider Survey
Personal Safety Component Ratings
13
Riders were asked to rate their level of agreement with statements about SEPTA’s value proposition and transparency on a scale of 0 to 10.
More than six in ten riders agree that SEPTA provides good value for the money and/or that SEPTA is open and transparent when providing information to the public (61% and 63%, respectively), compared to about two in ten who disagree with each.
SEPTA provides good value for the money
SEPTA is open and transparent when providing information to the public
Mean6.6
Mean6.8
Level of Agreement
61% 19% 20%
7-10 5-6 0-4
63% 20% 17%
7-10 5-6 0-4
Rider Survey
60%
6%
34%
0%
20%
40%
60%
80%
100%
Yes, have SEPTA KEY Have SEPTA KEY card, but do not use it No, do not have SEPTA KEY
Do you have a SEPTA KEY card that you currently use when riding SEPTA?
14
66%Have KEY Card
Rider Survey
15
Main Reasons for Taking SEPTA Percent
Net: Business 82%
Work 79%
Job-related business 19%
Net: Personal 64%
Pleasure, such as shopping, entertainment/visiting, or eating out
53%
Personal business, such as medical appointments, volunteer work, errands, etc.
47%
School 17%
Work or job-related business are riders’ main reasons for taking SEPTA, regardless of mode, with 82% of riders indicating they commute on SEPTA. 64% of riders reported using SEPTA for personal trips, such as shopping, entertainment, social engagements (53%) or errands, medical appointments, etc. (47%).
Rider Survey
Rider Survey
2%
5%
7%
43%
48%
Other
Asian or Pacific Islander
Hispanic or Latino
White
African American or Black
0% 20% 40% 60% 80% 100%
Race/Ethnicity
40%
20% 18%15%
6%
0%
20%
40%
60%
80%
100%
18-35 36-45 46-55 56-65 66+
Age
16
• Six in ten riders (61%) are female
• 48% of riders identify as African American or Black and 43% identify as White1
• 40% of ridership is under the age of 35
1. Multiple responses were allowed for Race/Ethnicity question
Demographic Profile
1
11%
8%
17%
16%
15%
15%
17%
0% 20% 40% 60% 80% 100%
$100,000 or more
$75,000 to less than $100,000
$50,000 to less than $75,000
$35,000 to less than $50,000
$25,000 to less than $35,000
$15,000 to less than $25,000
Less than $15,000
Net: Less than $35,000 = 47%
Median: $37,000
17
Rider Survey
Household Income
Non-Rider Survey Detailed Findings
18
Non-Rider Survey
7.27.6 7.7 7.5
7.1 6.97.4 7.6
7.2 7.26.9
7.2 7.37.0
0
1
2
3
4
5
6
7
8
9
10
Non-Rider SEPTA Service Ratings
19
20
Likely to Recommend SEPTA(Scale of 0 – 10)
7.8 7.8
0.0
1.0
2.0
3.0
4.0
5.0
6.0
7.0
8.0
9.0
10.0
Riders Non-Riders
Customer Satisfaction Survey
21
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