Metro Transit Rider Survey Final Report and Data Tables

Prepared by:

December 2008Metro TransitBus Rider SurveyFINDINGS AND RECOMMENDATIONSPERISCOPE

Page #1BackgroundMetro Transit recently completed the 13th wave of its rider survey. This annual research project was initiated in 1993, and is overseen by Metro Transits Customer Service and Marketing departments. It is fielded to measure system-wide customer service and satisfaction levels. The research quantifies the opinions and perceptions of customers, measures the effectiveness of existing service and communications programs, and helps determine the elements of Metro Transits service which are most important to customers. As with recent waves of research, we again used a distinct survey for light-rail riders.The deliverables are comparative reports outlining Metro Transits performance relative to previous years of bus and rail ridership. One additional report will be prepared that compares bus and light-rail results for questions that are common to both surveys.The number of completes and the response rate decreased notably for this latest study. In total, 4,643 surveys were completed, achieving a response rate of approximately 23% for 2008, compared to 6,592 surveys completed and a response rate of 33% for the 2006 rider study. Page #BackgroundThe chart below can be used to determine the approximate confidence interval (CI) of the data collected in the 2008 wave of research and presented in this report. The CI for data is a direct result of the sample size (N) (i.e., the number answering each question) and thus varies for each question based on the number of completes. The table presents the CI for sample sizes in increments of 500 assuming a 95% confidence level. In this manner, we would thus be able to determine that a question with N=4,500 would be accurate to within 1.46% and a question with N=3,250 would be accurate to between 1.66% and 1.79%.Sample SizeConfidence Interval1,5002.53%2,0002.19%2,5001.96%3,0001.79%3,5001.66%4,0001.55%4,5001.46%5,0001.39%Page #ObjectivesThe specific objectives of this research are as follows:To determine why customers ride the bus or light-rail.To identify the primary sources of bus/light-rail information.To assess how well Metro Transit communicates with customers in a variety of areas.To evaluate riders overall level of satisfaction with Metro Transit.To determine riders levels of satisfaction with several specific components of service, as well as identify which components impact overall satisfaction the most.To identify which service elements are of greatest importance to customers.To evaluate which possible service improvements are most important to riders.To assess demographic characteristics of current riders. To monitor attitudinal shifts from wave to wave.Page #Approach/MethodologyFor this 2008 wave of research, we again fielded two distinct surveys: one for light-rail riders and one for bus riders.As with all previous waves, the bus survey was administered using a probability sampling technique, with each customer having a unique chance of being selected for participation. Survey packets were prepared for every trip selected, and handed to drivers as they reported for work. Drivers were instructed to distribute a survey to each customer on a targeted trip as they boarded the bus, and collect them from those who completed the survey during the ride. If desired, the rider could go online to complete the survey. Metro Transit handled the programming of the online survey.We distributed 20,000 bus surveys and 10,000 light-rail surveys during the final two weeks of October 2008. As in the past, surveys were distributed both on weekdays and weekends per our sampling plan. We collected 4,643 returned bus surveys. Once collected, the surveys were scanned and subsequently analyzed. These numbers provide for excellent statistical reliability to compare wave to wave.Page #The 2008 wave shows significant changes in general bus usage. Riders are riding the bus (and train) more frequently, on both weekdays and weekends, during non-rush hour times, for occasions beyond work and show an increase in local service. These results show a trend of more everyday usage and show lifestyle/behavior changes in riders.The need for busing appears to have increased as is seen in the demographics of bus riders increases in the percentage of young riders, those with lower incomes, riders with no cars available and those with no other way to make their trip, are all seen from 2006 to 2008. Results also show an increase in the number of people making transfers and an increase in the number of transfers they need to reach their destination.Friends/Family/Coworkers, Employers and Schools continue to be the influencers in getting riders to first try Metro Transit. Likelihood to recommend the bus to family/friends has decreased, however, from 2006, perhaps due to lower perceived levels of service and performance. Such a trend could affect this important source of new riders.Ratings of bus service are flat to down. Perceptions of safety/security while riding and waiting for the bus are down, convenient access to clear information is down, sufficient service is down (especially PM rush-hour) and perception of drivers/security personnel are down. These ratings may be impacted by both increased usage of Transit and the influx of new riders with new expectations.ObservationsPage #An increase in riders using Metro Transit service from 1-5 years and a decrease in the percentage using Metro Transit service less than 1 year may indicate some maturation in the service levels.Observations (continued)Page #As ridership increases in frequency, on weekends and off peak, we should take advantage by promoting use for occasions riding as well as events. Our commuting periods are strong and we should capitalize on the off-peak trends to continue to bolster this growth area. Communications surrounding the use of transit outside of the daily commute e.g., shopping and/or entertainment could help those efforts.As the need for transit increases we should diffuse the congestion on the buses by promoting our rideshare, carpool and bike-friendly alternatives so that people who do not have the ability to make the trip themselves, can have an alternative means of transportation. Utilizing the Guaranteed Ride Home Program could bolster our efforts in this area.We need to continue to utilize Friends/Family/Coworkers and Employers as influencers in the decision to use transit. Communications around Commuter Challenge can significantly bolster these efforts, especially online and to younger demographics who are yet to build strong ridership habits.Given the growth in the ridership among younger audiences, programs such as the U-Pass and Go-To College Pass should continue to be used to cultivate ridership among the younger, student populationCommunications ImplicationsPage #Perceptions of service and safety seem to be receding especially concerning safety, personnel, access to information and sufficient levels of service. Additional efforts should be made to enhance perceptions of security and to promote existing security measures.Training of Metro Transit staff should continue to focus in customer service.We should reinforce the availability of transit information and options online, on the buses themselves and at bus shelters. The more touch points and reassurance, the better.Communications efforts should continue to focus on online efforts the importance of this channel among newer and younger riders continues to increase and is a primary tool they use to gain access to Metro Transit information Communications Implications (continued)Page #CUSTOMER COMPOSITIONPage #There was a 7% increase in the percentage of respondents who indicated that they ride the bus more than 5 days per week.

HOW MANY DAYS PER WEEK DO YOU RIDE THE BUS?N = 4,482Note: 5 or more days per week - 2003=82%; 2005=84%; 2006=80%; 2008=78%*Not an option.Page #

Over half (53%) of respondents have used Transit for more than 5 years. Eighty-seven percent have been using Transit for 1 year or more.HOW LONG HAVE YOU USED METRO TRANSIT SERVICE?*N = 4,113Note: Options were regrouped in order to make all waves comparable to 2008. A breakdown of responses are included in the Appendix. *2003 question phrased: How long have you used our bus service?Page #

Friend/Family/Coworker category represents the biggest influence on trying Transit with 29% of respondents selecting this option.WHAT INFLUENCED YOUR DECISION TO FIRST TRY TRANSIT?N = 4,029Note: Due to changes in question coding, data is not perfectly comparable to 2008. On My Own was not an option in 2008. Complete data can be found in the Appendix.*Not an option.**2003 and 2005 options phrased Friend/CoworkerPage #The percentage of African-American respondents continues to trend upward, while the percentage of Caucasian respondents continues to decrease. WHICH BEST DESCRIBES YOUR RACIAL OR ETHNIC BACKGROUND?

N = 3,915Page #The number of respondents aged 18-24 continues to increase with each wave of research. This increase corresponds to a decreasing share of respondents aged 35-44.WHAT IS YOUR AGE?

N = 4,098Page #The ratio of respondents genders are consistent with 2006 participants.

ARE YOU?N = 3,779Page #Similar to previous waves, 21% of respondents have an annual household income of $70,000 or more. In 2008, there was a significant increase in respondents with an income of less than $10,000. APPROXIMATELY WHAT WAS YOUR FAMILYS TOTAL INCOME LAST YEAR?

N = 3,734*2003 and 2005 option phrased: $70,000 or more; 2006 $70,000 or more = 21%; 2008 $70,000 or more = 21%

21%Page #Do Not Own a Car is the primary reason for using Transit. WHAT IS THE ONE MAIN REASON YOU USE TRANSIT?

N = 3,993Note: Only paper responses were included in 2008 due to differences between the online and paper versions. Multiple responses allowed; totals may not equal 100%. Also see supplemental data one main reason no mult response. Due to changes in question coding, 2005 data is not comparable and therefore excluded from results.*Not an option. Page #The number of respondents without an automobile available for their use continues to increase (up 4%). The majority of respondents, however, still have at least one working automobile available for their use.HOW MANY WORKING AUTOMOBILES DO YOU HAVE AVAILABLE FOR YOUR USE?

N = 3,689*Not an option.Page #RIDING PATTERNSPage # Top 10 ZIP Codes: Commute BegunFROM WHICH ZIP CODE DID YOU BEGIN YOUR COMMUTE TODAY?N = 4,406Note: Top ten responses in order of frequency (most to least).20082006City/NeighborhoodZIP Code%ZIP Code%Minneapolis: University, Prospect Park, M. Holmes554144.5%554074.2%Minneapolis: Near North, Harrison554114.2%551064.1%Minneapolis: Phillips, Whittier554044.1%554084.1%Minneapolis: Powderhorn, Phillips, Nokomis554074.0%554143.9%Minneapolis: Whittier, Lowry Hill East, Lyndale, CARAG554083.8%554113.4%St. Anthony554183.1%554043.1%Robbinsdale554123.0%551042.9%St. Paul: Midway, Thomas-Dale551042.9%554032.6%St. Paul: Daytons Bluff, Greater East Side, Battle Creek551062.9%554062.4%Minneapolis: Central, Loring Park554032.9%551022.3%Total35.3%33.0%Page # Top 10 ZIP Codes: Commute EndedTO WHICH ZIP CODE ARE YOU COMMUTING TODAY?N = 3,392Note: Top ten responses in order of frequency (most to least).20082006City/NeighborhoodZIP Code%ZIP Code%Minneapolis: Central, Downtown West5540214.6%5540216.4%Minneapolis: University, Cedar-Riverside554556.1%554556.8%Minneapolis: Central, Loring Park554035.4%551015.3%St. Paul: Payne-Phalen, Daytons Bluff551013.9%554014.6%Minneapolis: Downtown East, East Loop, Nicollett Island/East Bank554013.8%554034.5%Minneapolis: University, Prospect Park, M. Holmes554143.6%551023.6%Minneapolis: Near North, Harrison554113.5%554143.5%St. Paul: Midway, Thomas-Dale554043.4%554043.3%St. Paul: West Seventh551023.3%554113.0%Minneapolis: Whittier, Lowry Hill East, Lyndale, CARAG554083.2%551043.0%Total50.9%54.0%Page #Nearly half (49%) of respondents indicated they usually ride the bus on both weekdays and weekends, a 10% increase from 2006. This data supports the increase in usage per week as noted earlier.ON WHICH DAY(S) OF THE WEEK DO YOU USUALLY RIDE THE BUS?

N = 4,169Note: 2003 and 2005 results are not displayed due to changes in responses.

Page #Non-rush-hour ridership increased by 4% in 2008 compared to 2006.WHEN DO YOU USUALLY RIDE THE BUS?**

N = 3,431*Not an option.**2003 question phrased: At what time are you riding the bus?; 2005 question phrased: During which time period was your trip today?Page #Using Cash or a Metropass remain the top two ways respondents paid for their fares. Metropass usage increased 4% in 2008. HOW DID YOU PAY YOUR FARE TODAY?

N = 4,389Note: Due to changes in question coding, previous data is not perfectly comparable to 2008.*Not an option.

(GTCP 4%/U-Pass 10%)Page #Most employers do not offer Transit passes.DOES YOUR EMPLOYER OFFER TRANSIT PASSES?

N = 4,360Note: Question was not asked in previous waves.Page #Among those whose employer offers Transit passes, 74% indicated the employer does share part of the cost. IF YOUR EMPLOYER OFFERS TRANSIT PASSES, DOES IT SHARE PART OF THE COST?

N = 1,516Note: Due to changes in question coding, previous data is not comparable to 2008. Complete data can be found in the Appendix. Page #

As in previous waves, Transit Schedules remain the primary source of Transit information. Total usage of phone as primary source of information is 23%. WHAT IS YOUR PRIMARY SOURCE FOR TRANSIT INFORMATION?N = 4,333Note: Multiple responses allowed; totals may not equal 100%. *Not an option. **2005 question phrased: Interior Cards

Page #

The website features used most by respondents include Route/Schedule Pages (57%) and Trip Planner (55%).IF YOU USE METROTRANSIT.ORG, WHICH FEATURES DO YOU USE? (CHECK ALL THAT APPLY)?N = 3,366Note: Question was not asked in previous waves. Multiple responses allowed; totals may not equal 100%.Page #Work is still the major reason for making a trip on Transit.WHAT IS THE PRIMARY PURPOSE OF YOUR TRIP TODAY?N = 4,594Note: Multiple responses allowed in 2008; totals may not equal 100%.

Page #Sixty-nine percent of respondents ride local service, a significant increase from 2006.WHAT TYPE OF SERVICE ARE YOU CURRENTLY RIDING,OR DID YOU RIDE MOST RECENTLY?*

N = 4,150*2003 and 2005 questions phrased: What type of bus service are you currently riding, or did you ride most recently?Page #Half of respondents (51%) will have to transfer to complete their trips. This is a continuous trend from previous waves. WILL YOU TRANSFER TO/FROM ANOTHER BUS AS PART OF YOUR TRIP TODAY?

N = 4,516*2003 and 2005 questions phrased: Will you transfer to complete your trip today?Page #Again, the number of respondents taking three or more buses to complete their trip has continued to increase from previous years.HOW MANY TOTAL BUSES WILL YOU TAKE TO COMPLETE YOUR ONE-WAY TRIP?N = 2,433Note: Question was only asked of those respondents who indicated that they will transfer buses.

Page # The majority of respondents (81%) walk to get to their bus stop. WHEN YOU BEGAN YOUR COMMUTE TODAY, HOW DID YOU GET TO YOUR BUS STOP?

N = 4,497Note: Question was not asked in previous waves.Page #Respondents who transfer to a light-rail train increased 2% from 2006 for a total of 12% of respondents indicating they will do so. WILL YOU TRANSFER TO/FROM A LIGHT-RAIL TRAIN AS PART OF YOUR TRIP TODAY?

N = 4,516Note: Question was not asked in 2003 or 2005.Page #Light-rail riders continue to increase significantly each year. Seventy-one percent of respondents in 2008 indicated that they have ridden the train, a 7% increase from 2006 and a 19% increase from 2005.HAVE YOU RIDDEN THE HIAWATHA LIGHT-RAIL LINE?N = 4,510Note: Question was not asked in 2003.

Page #Over half (55%) of respondents indicated that they take the train once a week. IF SO, HOW MANY DAYS PER WEEK DO YOU NORMALLY TAKE THE HIAWATHA LIGHT-RAIL LINE?

N = 2,162Note: None responses were excluded from the 2006 results. None was not an option in 2008 or 2005. Question was not asked in 2003. 2005 question phrased: If so, how many days per week do you take the Hiawatha light-rail train?Page #Fifty-seven percent of respondents indicated that they travel mile or less to get to the bus stop where they begin their trip.HOW FAR WOULD YOU ESTIMATE YOU TRAVELED TO GET TO THE BUS STOP WHERE YOU BEGAN YOUR TRIP?

N = 4,311Note: Question was not asked in previous waves.Page #Fifty-four percent of respondents indicated that they travel mile or less to their final destination once departing the bus.HOW FAR WOULD YOU ESTIMATE YOU WILL TRAVEL FROM YOUR LAST BUS (OR TRAIN) TO YOUR DESTINATION?

N = 4,218Note: Question was not asked in previous waves.Page #Usage remains consistent with previous waves except for a 5% increase in Holidazzle usage.FOR WHICH OF THE FOLLOWING EVENTS DO YOU USE METRO TRANSIT SERVICE?

N = 3,176Note: Question was not asked in 2003. Multiple responses allowed; totals may not equal 100%. *Not an option.Page #Driving Alone (as an alternative to Transit) continues to decrease while respondents who Couldnt Have Otherwise Made the Trip continues to increase from 2005. IF TRANSIT HAD NOT BEEN AVAILABLE, HOW WOULD YOU HAVE MADE THIS TRIP?

N = 3,877*Not an option.

Page #RATINGSPage #Consistent with previous waves, most consider the information provided on the Transit system map to be good or excellent. Results are flat from 2006. RATING: CLEAR, ACCURATE ROUTE INFORMATION IN THE TRANSIT SYSTEM MAP

N = 3,649Note: Arrow in the above table indicates direction of change over previous years top two box results. "Dont Use" responses were excluded from results. Page #Good ratings of courteous customer service on the information line decreased 4% compared to 2006. The majority still consider the service to be good to excellent.RATING: COURTEOUS CUSTOMER SERVICE ON THE METRO TRANSIT INFORMATION LINE (612-373-3333)

N = 2,818Note: Arrow in the above table indicates direction of change over previous years top two box results. "Dont Use" responses were excluded from results. Page #Eighty-three percent of respondents rated the information given out over the Metro Transit Information Line as good to excellent for accuracy, with a slight decrease from 2006.RATING: CLEAR, ACCURATE INFORMATION ON THE METRO TRANSITINFORMATION LINE (612-373-3333)

N = 3,040Note: Arrow in the above table indicates direction of change over previous years top two box results. "Dont Use" responses were excluded from results. Page #The accuracy of the information on schedules is considered good to excellent by the majority of respondents. Ratings were nearly identical to the previous waves of research.RATING: CLEAR, ACCURATE INFORMATION IN PRINTED SCHEDULES*

N = 3,872*2003 question phrased: Accurate information on bus schedulesNote: Arrow in the above table indicates direction of change over previous years top two box results. "Dont Use" responses were excluded from results. Page #Good to excellent ratings of the information provided on bus shelters decreased slightly from 2006. RATING: CLEAR, ACCURATE INFORMATION IN SHELTERS

N = 3,682Note: Arrow in the above table indicates direction of change over previous years top two box results. "Dont Use" responses were excluded from results. Page #Sixty percent of respondents rated the information provided on bus stops as good to excellent.RATING: CLEAR, ACCURATE INFORMATION AT BUS STOPS

N = 3,768Note: New question for 2008 survey. "Dont Use" responses were excluded from results. Page #Information provided at www.metrotransit.org was rated good to excellent overall, with a 3% decrease from previous years.RATING: CLEAR, ACCURATE INFORMATION AT WWW.METROTRANSIT.ORG*

N = 3,419*2003 and 2005 phrased: Clear, accurate information on Metro Transit websiteNote: Arrow in the above table indicates direction of change over previous years top two box results. "Dont Use" responses were excluded from results. Page #The courteousness of the service in Metro Transit stores is rated good to excellent overall. Excellent ratings continue to show an increase over previous waves of research, but good ratings decreased 5% from 2006.RATING: COURTEOUS, EFFICIENT SERVICE FOR FARE CARD PURCHASES AND INFORMATION IN METRO TRANSIT STORES

N = 2,652Note: Arrow in the above table indicates direction of change over previous years top two box results. "Dont Use" responses were excluded from results. Page #The percentage rating the value of the information provided in TAKEOUT as good to excellent decreased 4% from 2006. RATING: VALUABLE BUS RIDING INFORMATION IN TAKEOUT, DISTRIBUTED MONTHLY ON BUSES*N = 2,746Note: Arrow in the above table indicates direction of change over previous years top two box results . "Dont Use" responses were excluded from results. *2003 and 2005 questions phrased: Valuable information in TAKEOUT

Page #On-Board information continues to be rated good to excellent overall. There was a slight decrease in good ratings. RATING: INFORMATION ABOUT METRO TRANSIT ON ONBOARD INFORMATION CARDS*

N = 2,512Note: Arrow in the above table indicates direction of change over previous years top two box results. "Dont Use" responses were excluded from results.*2003 and 2005 questions phrased: Information about Metro Transit on interior bus cards Page #Benefits the Community and Easy to Use are the characteristics most closely associated with Metro Transit. CONSIDERING METRO TRANSIT, PLEASE INDICATE HOW CLOSELY YOU ASSOCIATE THE FOLLOWING CHARACTERISTIC WITH THE ORGANIZATION.N = Sample size varies by response ranges from 3,631 to 3,751Note: Question was not asked in previous waves.

20083.463.373.303.303.203.172.972.59Page #Eighty-eight percent indicated that they agree with the statement that overall, they are satisfied with Metro Transit service. The percentage disagreeing has increased since the 2006 wave.PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH:OVERALL, YOU ARE SATISFIED WITH METRO TRANSIT SERVICE.(3.06)(3.21)(3.21)(3.15)(3.11)(3.15)(3.21)

(3.17)N = 4,099Note: Question was not asked in previous waves. Dont Know responses are excluded from results. Mean scores are in parenthesis.Page # Fare/Bus-RelatedPLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH EACH OF THE FOLLOWING STATEMENTS.Note: Numbers in gray are averages on a 4-point scale. Dont Know responses were excluded from results.*Not an option. **SuperSaver was added in 2008.

2008200620053.153.142.943.303.373.303.323.363.363.50**Page # Information-RelatedPLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH EACH OF THE FOLLOWING STATEMENTS.Note: Numbers in gray are averages on a 4-point scale. Dont Know responses were excluded from results.*Wording changed in 2008. It was phrased Able to access info using TransitLine.

2008200620053.223.253.233.153.213.183.343.353.303.323.353.32Page #

Information-Related (continued)Note: Numbers in gray are averages on a 4-point scale. Dont Know responses were excluded from results. PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH EACH OF THE FOLLOWING STATEMENTS.2008200620052.963.02*3.163.16*Page # Safety-RelatedPLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH EACH OF THE FOLLOWING STATEMENTS.Note: Numbers in gray are averages on a 4-point scale. Dont Know responses were excluded from results.*Not an option.

2008200620052.772.842.852.662.662.603.093.123.083.053.103.04Page # Safety-Related (continued)PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH EACH OF THE FOLLOWING STATEMENTS.Note: Numbers in gray are averages on a 4-point scale. Dont Know responses were excluded from results.*Not an option.

2008200620052.782.84*3.203.193.182.802.862.813.253.243.222.922.982.92Page # Hours/Time-RelatedPLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH EACH OF THE FOLLOWING STATEMENTS.Note: Numbers in gray are averages on a 4-point scale. Dont Know responses were excluded from results.

2008200620052.852.862.832.852.852.812.982.992.943.093.123.112.913.012.99Page # Driver-RelatedPLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH EACH OF THE FOLLOWING STATEMENTS.Note: Numbers in gray are averages on a 4-point scale. Dont Know responses were excluded from results.

2008200620053.243.243.213.143.183.153.213.233.192.862.892.88Page #

OperationsNote: Numbers in gray are averages on a 4-point scale. Dont Know responses were excluded from results.*Not an option.PLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH EACH OF THE FOLLOWING STATEMENTS.2008200620052.762.80*2.993.002.943.003.00*3.163.17*Page #APPENDIX:ADDITIONAL ANALYSISPage #Rankings: Perceptions of Metro Transit Bus ServicePLEASE INDICATE YOUR LEVEL OF AGREEMENT WITH EACH OF THE FOLLOWING STATEMENTS.StatementMeanStatementMeanGo-To Cards are convenient3.50Morning rush-hour service runs on schedule3.09metrotransit.org gives you the information you need3.34You feel your car is safe in Park & Ride lots3.05You are able to access route information or schedule information using the Metro Transit Information line3.32Vehicles are comfortable3.00SuperSaver Stored Value Cards are convenient3.32Vehicles are clean2.99SuperSaver 31-Day Passes are convenient3.30Transferring to complete your trip is not a problem2.98You feel safe while riding during the day3.25Time spent waiting to get transit information by phone is not excessive2.96Drivers present a professional appearance3.24You feel safe while riding at night2.92You are likely to recommend Metro Transit bus service to family, friends or co-workers3.22Afternoon rush-hour service runs on schedule2.91Drivers operate vehicles in a safe and responsible manner3.21Drivers call out street names at transfer points and intersections with stop lights2.86You feel safe while waiting for your ride during the day3.20Time waiting to transfer from one route to another is not excessive2.85Overall, you are satisfied with Metro Transit service3.17Hours of operation for express service are sufficient2.85Routes and updates are easy to understand3.16You feel safe while waiting for your ride at night2.80Vehicles are reliable3.16There are an adequate number of Metro Transit Police and/or security features2.78TAKEOUT provides you with valuable information3.15Stops / Shelters are well lit2.77Fare card readers are reliable3.15There are enough express routes2.76Drivers are courteous and helpful3.14Stops / Shelters are clean2.66Park & Ride lots are conveniently located3.09Page #

HOW LONG HAVE YOU USED METRO TRANSIT SERVICE?**N = 4,113Note: Options varied from original options and are not perfectly comparable to 2008.*Not an option.**2003 question phrased: How long have you used our bus service?Over half (53%) of respondents have used Transit for more than 5 years. Eighty-seven percent have been using Transit for 1 year or more.Page #

WHAT INFLUENCED YOUR DECISION TO FIRST TRY TRANSIT?N = 4,029Note: Due to changes in question coding, data is not perfectly comparable to 2008. Multiple responses allowed in 2006 and 2008; totals may not equal 100%. On My Own was not an option in 2008. *Not an option.**2003 and 2005 options phrased Friend/CoworkerFriend/Family/Coworker category represents the biggest influence on trying Transit with 29% of respondents selecting this option.Page #IF YOUR EMPLOYER OFFERS TRANSIT PASSES, DOES IT SHARE PART OF THE COST?

N = 1,516Note: Due to changes in question coding, previous data is not perfectly comparable to 2008. Among those whose employer offers Transit passes, 74% indicated the employer does share part of the cost. Page #CONTACT INFORMATION

PERISCOPE921 WASHINGTON AVE SMINNEAPOLIS MN 55415www.periscope.com

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2008200620052003

Sheet1$100,000+$90,000 to $99,999$80,000 to $89,999$70,000 to $79,999*$60,000 to $69,999$50,000 to $59,999$40,000 to $49,999$30,000 to $39,999$20,000 to $29,999$10,000 to $19,999Less than $10,000200810%3%4%4%6%7%9%12%13%13%19%20069%3%4%5%6%7%11%14%13%12%16%200522%6%9%12%15%14%12%11%200319%7%10%12%16%15%11%10%

Chart10.0330.029Other0.0270Provides Regular Exercise0.0270.03Subsidized by Employer0.0420.05Saves Time0.0740.091Avoids Stress of Driving0.0850.117Saves Money on Auto Expenses0.0930.075Environmental0.1210Saves Money on Gas0.1350.113Car Not Available Today0.1760.21Saves Money on Parking0.2290.226Convenience0.4090.348Do Not Own a Car

200820062005****

Sheet1OtherMetro Transit PromotionProvides Regular ExerciseSubsidized by EmployerSaves TimeAvoids Stress of DrivingSaves Money on Auto ExpensesEnvironmentalSaves Money on GasCar Not Available TodaySaves Money on ParkingConvenienceDo Not Own a Car20083%3%3%4%7%9%9%12%14%18%23%41%20063%1%*3%5%9%12%8%*11%21%23%35%20053%0%*2%1%8%8%4%*9%20%15%31%

Chart10.0050.0050.00200.0040.0070.0060.0030.0120.0120.010.0060.0470.0450.0480.0320.1880.210.2320.2270.3010.3190.3340.3510.4440.4020.3660.381

2008200620052003*

Sheet1SixFiveFourThreeTwoOneNone20081%0%1%5%19%30%44%20061%1%1%5%21%32%40%20050%1%1%5%23%33%37%2003*0%1%3%23%35%38%

Chart10.4910.3880.030.0190.4790.594

20082006

Sheet1BothWeekends (Saturday-Sunday)Weekdays (Monday-Friday)200849%3%48%200639%2%59%

Chart10.010.015000.2460.2120.2650.310.7440.7730.7350.689

2008200620052003**

Sheet1Special EventsNon-Rush HourRush Hour20081%25%74%20062%21%77%20050%27%74%20030%31%69%

Chart10.0690.1630.1910.2340.0830.2250.3110.3540.1350.1090.0380.06700.058000.090000.134000

2008200620052003*********

Sheet1OtherEvent 6-Hour PassCouponDay PassMetropassCashSuperSaver 31-Day PassSuperSaver Stored Value CardGo-To College Pass / U-PassGo-To Card**Go-To Card (31-Day Pass)Go-To Card (Stored Value)20082%0%0%0%19%27%7%8%14%*9%13%20063%***15%27%16%23%11%6%**20053%***21%23%19%31%4%***20032%***16%17%23%35%7%***

Chart10.0170.0270.0260.0180.0010000.0020000.0030000.1920.1540.2070.1580.2730.2650.2270.17

2008200620052003*********

Sheet1OtherEvent 6-Hour PassCouponDay PassMetropassCashSuperSaver 31-Day PassSuperSaver Stored Value CardGo-To College Pass / U-PassGo-To Card**Go-To Card (31-Day Pass)Go-To Card (Stored Value)20082%0%0%0%19%27%7%8%14%*9%13%20063%***15%27%16%23%11%6%**20053%***21%23%19%31%4%***20032%***16%17%23%35%7%***

Chart10.630.37

2008

Sheet1NoYes200863%37%

Chart10.257NoNoNo0.743YesYesYes

2008200620052003

Sheet1NoYes200826%74%200654%46%200550%50%200351%49%

Chart10.0520.03660.0660.061000.0850.060.1410.0840.0910.0320.1680.120.0310.3270.3360.220.3960.4320.373

200820062005**

Sheet1Online Trip PlannerNexTrip (via phone)TAKEOUTTransit SheltersTransitLineMetropolitan Transit Information (612-373-3333)metrotransit.orgTransit Schedules20085%6%9%8%*17%33%40%20064%*6%9%9%12%34%43%20057%*14%3%6%3%22%37%

Chart10.0160.0110.0190.009000.012000.013000.020.0130.010.0210.0160.020.0310.0180.010.0320.0260.038

200820062005******

Sheet1OtherNew Rider LineBus DriversNexTrip (via mobile device)NexTrip (via web)Transit System MapTransit StoresOn-board Cards**Rider Alerts20082%*1%1%1%2%2%3%3%20061%1%***1%2%2%3%20052%0%***1%2%1%4%

Chart10.0270.0070.0150.030.0370.0560.0710.0970.1320.1350.170.5450.574

2008

Sheet1OtherCarpool/Vanpool matchingPurchase other transit passesPromotion informationPark & Ride finderNexTrip (via mobile device)Purchase/add value to Go-To CardDetour informationNexTripPersonal scheduleMapsTrip plannerRoute/schedule pages20083%1%2%3%4%6%7%10%13%14%17%55%57%

Chart10.0770.0530.0490.0390.0470.0210.020.0150.1480.1380.040.0810.120.0640.0440.060.1570.0720.0640.0560.6190.6530.7820.749

2008200620052003

Sheet1OtherMedicalSchoolShoppingSocialWork20088%5%15%12%16%62%20065%2%14%6%7%65%20055%2%4%4%6%78%20034%2%8%6%6%75%

Chart10.060.0720.070.0720.2510.2840.3230.3210.690.6440.6070.607

2008200620052003

Sheet1Limited StopExpress ServiceLocal Service20086%25%69%20067%28%64%20057%32%61%20037%32%61%

Chart10.4910.5220.5530.5740.5090.4780.4470.426

2008200620052003

Sheet1NoYes200849%51%200652%48%200555%45%200357%43%

Chart10.0240.0220.0090.0060.0490.0440.0240.0180.2060.1850.1680.1470.7210.750.80.82

2008200620052003

Sheet1FiveFourThreeTwo20082%5%21%72%20062%4%19%75%20051%2%17%80%20031%2%15%82%

Chart10.0050.0070.0160.0190.0280.1180.807

2008

Sheet1OtherTrainBicycleDrive to Other ParkingDropped OffDrive to Park & RideWalk20081%1%2%2%3%12%81%

Chart10.8820.8980.1180.102

20082006

Sheet1NoYes200888%12%200690%10%

Chart10.290.3650.4770.710.6350.523

200820062005

Sheet1NoYes200829%71%200637%64%200548%52%

Chart10.0470.0560.0310.0210.0240.0230.0930.0940.1040.0590.0450.0490.0810.0730.070.1530.1510.1180.5460.5560.605

200820062005

Sheet1SevenSixFiveFourThreeTwoOneNone**20085%2%9%6%8%15%55%20066%2%9%5%7%15%56%20053%2%10%5%7%12%61%%with none responses20065%2%9%4%7%14%53%5%

Chart10.180.0760.0740.0980.573

2008

Sheet1More than 2 miles1-2 miles1/2-1 mile1/4-1/2 mile1/4 mile or less200818%8%7%10%57%

Chart10.1760.0780.0760.1310.54

2008

Sheet1More than 2 miles1-2 miles1/2-1 mile1/4-1/2 mile1/4 mile or less200818%8%8%13%54%

Chart10.1550.1740.1490.035000.053000.0890.08100.1840.1660.1530.2440.190.1750.3110.3190.2550.7230.7290.776

200820062005*****

Sheet1OtherStart! Heart WalkLiving Green ExpoTarget Art HopSt. Patrick's Day (Miller Free Rides)HolidazzleSporting EventsState Fair200816%4%5%9%18%24%31%72%200617%**8%17%19%32%73%200515%***15%18%26%78%

Chart10.0430.0540.06900.0630.0510.0490.0280.070.0640.0570.0520.1130.1020.0740.070.1680.1770.1660.140.2340.1960.1880.280.3090.3560.3970.43

2008200620052003*

Sheet1CarpoolBikeTaxiWalkSomeone Would Drive MeCouldn't Have Made the TripDrive Alone20084%6%7%11%17%23%31%20065%5%6%10%18%20%36%20057%5%6%7%17%19%40%2003*3%5%7%14%28%43%

Chart10.0060.0040.0070.010.0190.0140.0180.0440.1280.1160.1370.1730.4880.5020.5050.5350.3590.3640.3330.238

2008200620052003

Sheet1UnacceptablePoorFairGoodExcellent20081%2%13%49%36%20060%1%12%50%36%20051%2%14%51%33%20031%4%17%54%24%

Chart10.0130.0080.010.0110.0240.0180.020.030.1340.1150.1160.1480.410.4460.4440.4720.4180.4130.410.34

2008200620052003

Sheet1UnacceptablePoorFairGoodExcellent20081%2%13%41%42%20061%2%12%45%41%20051%2%12%44%41%20031%3%15%47%34%

Chart10.0110.0050.0050.010.0240.0160.0230.0440.1310.1170.1260.150.430.4580.4680.4650.4030.4050.3780.33

2008200620052003

Sheet1UnacceptablePoorFairGoodExcellent20081%2%13%43%40%20061%2%12%46%41%20051%2%13%47%38%20031%4%15%47%33%

Chart10.0060.0040.0050.0060.020.0150.0150.040.1120.1010.1120.1150.4660.4820.4730.5060.3950.3980.3960.333

2008200620052003

Sheet1UnacceptablePoorFairGoodExcellent20081%2%11%47%40%20060%2%10%48%40%20051%2%11%47%40%20031%4%12%51%33%

Chart10.0170.0180.0220.0320.070.0690.0760.120.230.2040.2110.2650.4090.4280.4370.4020.2750.2810.2540.18

2008200620052003

Sheet1UnacceptablePoorFairGoodExcellent20082%7%23%41%28%20062%7%20%43%28%20052%8%21%44%25%20033%12%27%40%18%

Chart10.0290.130.2430.3570.241

2008

Sheet1UnacceptablePoorFairGoodExcellent20083%13%24%36%24%

Chart10.0120.0080.0080.0140.0270.0190.0260.0560.1150.1020.1130.1320.4240.4530.4530.4510.4210.4180.40.347

2008200620052003

Sheet1UnacceptablePoorFairGoodExcellent20081%3%12%42%42%20061%2%10%45%42%20051%3%11%45%40%20031%6%13%45%35%

Chart10.0080.0060.0070.0070.0250.0140.020.0230.1350.1170.1230.1360.4270.4760.4720.5130.4050.3860.3780.321

2008200620052003

Sheet1UnacceptablePoorFairGoodExcellent20081%3%14%43%41%20061%1%12%48%39%20051%2%12%47%38%20031%2%14%51%32%

Chart10.0050.0050.0070.0060.0280.0160.0170.030.1690.1460.1410.2090.4780.5160.5280.5190.3190.3170.3070.236

2008200620052003

Sheet1UnacceptablePoorFairGoodExcellent20081%3%17%48%32%20061%2%15%52%32%20051%2%14%53%31%20031%3%21%52%24%

Chart10.0090.0050.0110.0130.0330.0240.0410.0590.1960.1880.2170.3180.4720.5010.4940.4670.290.2830.2370.143

2008200620052003

Sheet1UnacceptablePoorFairGoodExcellent20081%3%20%47%29%20061%2%19%50%28%20051%4%22%49%24%20031%6%32%47%14%

Chart10.2060.3330.3060.1550.2850.4530.210.0520.3550.4970.1110.0370.3580.5130.1020.0270.4240.480.070.0250.4470.4370.0820.0340.4720.4520.0520.0240.5660.3550.0520.027

Very CloselySomewhat CloselyNot Very CloselyNot At All

Sheet1Hip/FunInnovativeInformation ResourceApproachableHelpfulEnvironmentally FriendlyEasy To UseBenefits the CommunityVery Closely21%29%36%36%42%45%47%57%Somewhat Closely33%45%50%51%48%44%45%36%Not Very Closely31%21%11%10%7%8%5%5%Not At All16%5%4%3%3%3%2%3%

Chart10.2840.6220.07220.0220.290.650.060.010.270.630.070.030.250.590.120.040.240.650.090.020.260.70.030.010.260.70.030.010.230.710.040.02

Strongly AgreeAgreeDisagreeStrongly Disagree

Sheet1Overall20082006200520032001200019991998Strongly Agree28%29%27%25%24%26%26%23%Agree62%65%63%59%65%70%70%71%Disagree7%6%7%12%9%3%3%4%Strongly Disagree2%1%3%4%2%1%1%2%

Chart10.2580.6460.0810.0150.3950.5310.0550.0190.3940.5460.0440.0170.5520.4070.0290.013

Strongly AgreeAgreeDisagreeStrongly Disagree

Sheet1Fare Card Readers Are ReliableSuperSaver 31-Day Passes Are Convenient**SuperSaver Stored Value Cards Are Convenient**Go-To Cards Are ConvenientStrongly Agree26%40%39%55%Agree65%53%55%41%Disagree8%6%4%3%Strongly Disagree2%2%2%1%

Chart10.4020.5360.0460.0160.4130.5280.0430.0160.2890.5960.0880.0260.3240.5990.0530.023

Strongly AgreeAgreeDisagreeStrongly Disagree

Sheet1Able to access to route/schedule information using Metro Transit information line*Metrotransit.org Gives Needed InfoTAKEOUT Provides Valuable InfoLikely to Recommend Metro Transit Bus ServiceStrongly Agree40%41%29%32%Agree54%53%60%60%Disagree5%4%9%5%Strongly Disagree2%2%3%2%

Chart10.2720.6320.0810.0150.230.5580.160.052

Strongly AgreeAgreeDisgreeStrongly Disagree

Sheet1Routes/Schedules Easy to UnderstandTime Spent for Info by Phone Is Not ExcessiveWould Like Real-time Info At Stops and Lots*Would Like Real-time Info to PDAs and Phones*Strongly Agree27%23%0%0%Agree63%56%0%0%Disgree8%16%0%0%Strongly Disagree2%5%0%0%

Chart10.260.5790.1140.0460.2740.5810.1050.040.150.4570.2940.0990.1720.4960.2630.069

Strongly AgreeAgreeDisagreeStrongly Disagree

Sheet1Feel Car Is Safe in Park & RidePark & Ride Lots Conveniently LocatedStops/Shelters Are CleanStops/Shelters Well-LitStrongly Agree26%27%15%17%Agree58%58%46%50%Disagree11%11%29%26%Strongly Disagree5%4%10%7%

Chart10.2220.5340.1810.0630.3220.620.040.0180.1890.4940.2420.0750.3020.6190.0550.0240.1820.4970.2350.085

Strongly AgreeAgreeDisagreeStrongly Disagree

Sheet1Feel Safe Riding at NightFeel Safe Riding During DayFeel Safe Waiting at NightFeel Safe Waiting During DayAdequate Number of Security Personnel or FeaturesStrongly Agree22%32%19%30%18%Agree53%62%49%62%50%Disagree18%4%24%6%24%Strongly Disagree6%2%8%2%9%

Chart10.2050.5560.1850.0540.2590.6040.10.0360.2140.5960.1490.0410.1670.5650.220.0480.2060.5110.2070.076

Strongly AgreeAgreeDisagreeStrongly Disagree

Sheet1PM Rush Hour On ScheduleAM Rush Hour On ScheduleTransferring Not a ProblemTime Waiting To Transfer Not ExcessiveExpress Service Hours Are SufficientStrongly Agree21%26%21%17%21%Agree56%60%60%57%51%Disagree19%10%15%22%21%Strongly Disagree5%4%4%5%8%

Chart10.2070.5030.230.060.3010.6270.0530.0190.290.5920.0890.030.310.6330.0410.015

Strongly AgreeAgreeDisagreeStrongly Disagree

Sheet1Drivers Call Out Street NamesDriver Operation Safe and ResponsibleDrivers Courteous and HelpfulDrivers Appear ProfessionalStrongly Agree21%30%29%31%Agree50%63%59%63%Disagree23%5%9%4%Strongly Disagree6%2%3%2%

Chart10.250.6730.060.0170.2060.6170.1430.0340.2050.6110.1510.0330.1840.4710.2640.081

Strongly AgreeAgreeDisagreeStrongly Disagree

Sheet1Vehicles Are ReliableVehicles Are ComfortableVehicles Are CleanEnough Express RoutesEnough Fast Ways to Pay Fare*Strongly Agree25%21%21%18%0Agree67%62%61%47%0Disagree6%14%15%26%0Strongly Disagree2%3%3%8%0

Chart10.5330.5340.5920.570.2090001-5 years0.280.260.30.1270000.13200000.160.120.1200.020.030.01

2008200620052003***********

Sheet1More than 5 Years2-5 Years1-5 years1-2 YearsLess than 1 Year1 Month to 1 YearLess than 1 Month200853%21%13%13%**200653%*28%**16%2%200559%*26%**12%3%200357%*30%**12%1%

Chart10.2680.0840.1110.0650.030.0140.010.0070.0310.0130.0080.0080.0630.02000.1970.131000.2090.1340.1170.1190.2940.2130.110.08500.4770.6370.712

2008200620052003*****

Sheet1OtherSpecial Event (e.g., State Fair, sporting event)metrotransit.orgMetro Transit Advertising or InformationSchoolEmployerFriend/Family/Coworker**On My Own200827%3%3%6%20%21%29%*20068%1%1%2%13%13%21%48%200511%1%1%**12%11%64%20037%1%1%**12%9%71%

Chart10.2570.5410.4960.5070.7430.4590.5040.493

2008200620052003

Sheet1NoYes200826%74%200654%46%200550%50%200351%49%