patrick a. gough, aicp aecom transportationsurveying transit riders | patrick a. gough, aicp | aecom...
TRANSCRIPT
Techniques for Surveying Transit Riders Patrick A. Gough, AICP AECOM Transportation
Session Function Code: S586
1 American Planning Association National Conference | Seattle | April 2015
2 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
Patrick A. Gough, AICP M.A. Urban & Environmental Planning University of Virginia Senior Transit Planner + Project Manager AECOM Transportation, 11 years Arlington, VA / Oakland, CA / Toronto, Canada Areas of Expertise: Transit Planning – corridor studies, data analysis, route/line restructuring Public Involvement – outreach strategies, communications, agency coordination Primary Clients: Washington Metropolitan Area Transit Authority (WMATA) District of Columbia Department of Transportation (DDOT) Metrolinx (Province of Ontario)
3 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
What I’ll be discussing in this presentation: 1. Why survey transit riders?
4 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
What I’ll be discussing in this presentation: 1. Why survey transit riders? 2. How a rider survey can fit into your public involvement process
5 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
What I’ll be discussing in this presentation: 1. Why survey transit riders? 2. How a rider survey can fit into your public involvement process 3. Developing questions: what do you hope to learn?
6 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
What I’ll be discussing in this presentation: 1. Why survey transit riders? 2. How a rider survey can fit into your public involvement process 3. Developing questions: what do you hope to learn? 4. Methods for conducting surveys: paper, on-line, in person
7 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
What I’ll be discussing in this presentation: 1. Why survey transit riders? 2. How a rider survey can fit into your public involvement process 3. Developing questions: what do you hope to learn? 4. Methods for conducting surveys: paper, on-line, in person 5. Tools for collecting and tabulating survey responses
8 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
What I’ll be discussing in this presentation: 1. Why survey transit riders? 2. How a rider survey can fit into your public involvement process 3. Developing questions: what do you hope to learn? 4. Methods for conducting surveys: paper, on-line, in person 5. Tools for collecting and tabulating survey responses 6. Tools for analyzing and presenting survey data
9 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
1. Why survey transit riders? 2. How a rider survey can fit into your public involvement process 3. Developing questions: what do you hope to learn? 4. Methods for conducting surveys: paper, on-line, in person 5. Tools for collecting and tabulating survey responses 6. Tools for analyzing and presenting survey data 7. What to expect and not expect 7. What to expect and not expect
10 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
1. Why survey transit riders? 2. How a rider survey can fit into your public involvement process 3. Developing questions: what do you hope to learn? 4. Methods for conducting surveys: paper, on-line, in person 5. Tools for collecting and tabulating survey responses 6. Tools for analyzing and presenting survey data 7. What to expect and not expect 8. Tips for avoiding pitfalls along the way 7. What to expect and not expect 8. Tips for avoiding pitfalls along the way
11 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
1. Why survey transit riders? • Obtain input from customers who frequently use a service
12 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
• Obtain input from customers who frequently use a service • Corroborate what you already know about that service • Obtain input from customers who frequently use a service • Corroborate what you already know about that service
13 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
• Obtain input from customers who frequently use a service • Corroborate what you already know about that service • Help guide the public involvement process • Help guide the public involvement process
14 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
• Provide greater visibility to agency’s planning efforts
15 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
• Provide greater visibility to agency’s planning efforts • Promote inclusiveness, diversity of opinion • Promote inclusiveness, diversity of opinion
16 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
• Corroborate what you already know about that service • Help guide the public involvement process • Provide greater visibility to agency’s planning efforts • Promote inclusiveness, diversity of opinion • Because you have to (Title VI, agency regulation, etc.) • Because you have to (Title VI, agency regulation, etc.)
17 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
2. How surveys can fit into your public involvement process:
Public Involvement Plan
Outreach Strategy Stakeholder Identification Agency Coordination
18 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
2. How surveys can fit into your public involvement process:
Rider Survey
Develop/Approve Questions
Determine Survey Method(s)
Print/Distribute/ Upload Surveys
Collect/Tabulate/ Analyze Responses
Public Involvement Plan
Outreach Strategy Stakeholder Identification Agency Coordination
19 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
2. How surveys can fit into your public involvement process:
Public Meetings
First Set: Gather Input from Public and Transit Riders
Second Set (Post-Data Analysis): Present Preliminary Recommendations
Rider Survey
Develop/Approve Questions
Determine Survey Method(s)
Print/Distribute/ Upload Surveys
Collect/Tabulate/ Analyze Responses
Public Involvement Plan
Outreach Strategy Stakeholder Identification Agency Coordination
20 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
2. How surveys can fit into your public involvement process:
Final Recommendations: Input received via public participation helps inform implementation of project
Public Meetings
First Set: Gather Input from Public and Transit Riders
Second Set (Post-Data Analysis): Present Preliminary Recommendations
Rider Survey
Develop/Approve Questions
Determine Survey Method(s)
Print/Distribute/ Upload Surveys
Collect/Tabulate/ Analyze Responses
Public Involvement Plan
Outreach Strategy Stakeholder Identification Agency Coordination
21 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
3. Developing questions: What do you hope to learn? • What is the purpose of the survey?
- Preferences for operational improvements, alignments? - New types of vehicles and services? - Origin/destination, transfer locations? - Gauging potential reaction to service reductions? - Combination of these?
22 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
3. Developing questions: What do you hope to learn? • What is the purpose of the survey?
- Preferences for operational improvements, alignments? - New types of vehicles and services? - Origin/destination, transfer locations? - Gauging potential reaction to service reductions? - Combination of these?
• Figure out the primary reason for the survey and stick to it.
23 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
3. Developing questions: What do you hope to learn? • What is the purpose of the survey?
- Preferences for operational improvements, alignments? - New types of vehicles and services? - Origin/destination, transfer locations? - Gauging potential reaction to service reductions? - Combination of these?
• Figure out the primary reason for the survey and stick to it. • Do you want a snapshot of service on that day, or riders’ overall
impression of service in general?
24 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
3. Developing questions: What do you hope to learn? • What is the purpose of the survey?
- Preferences for operational improvements, alignments? - New types of vehicles and services? - Origin/destination, transfer locations? - Gauging potential reaction to service reductions? - Combination of these?
• Figure out the primary reason for the survey and stick to it. • Do you want a snapshot of service on that day, or riders’ overall
impression of service in general? • Do you want feedback on a specific route, a line with multiple
routes, or the transit network as a whole?
25 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
Important Tips for Devising Questions: • Keep the survey short! Limit the number of questions.
26 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
Important Tips for Devising Questions: • Keep the survey short! Limit the number of questions. • Keep the questions themselves short.
27 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
Important Tips for Devising Questions: • Keep the survey short! Limit the number of questions. • Keep the questions themselves short. • Avoid jargon and planner-speak.
28 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
Important Tips for Devising Questions: • Keep the survey short! Limit the number of questions. • Keep the questions themselves short. • Avoid jargon and planner-speak. • Have a non-planner edit for clarity.
29 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
Important Tips for Devising Questions: • Keep the survey short! Limit the number of questions. • Keep the questions themselves short. • Avoid jargon and planner-speak. • Have a non-planner edit for clarity. • Make questions concrete; avoid abstract/theoretical questions.
30 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
Important Tips for Devising Questions: • Keep the survey short! Limit the number of questions. • Keep the questions themselves short. • Avoid jargon and planner-speak. • Have a non-planner edit for clarity. • Make questions concrete; avoid abstract/theoretical questions. • Avoid obvious questions (e.g., Would you like more frequency?)
31 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
Important Tips for Devising Questions: • Keep the survey short! Limit the number of questions. • Keep the questions themselves short. • Avoid jargon and planner-speak. • Have a non-planner edit for clarity. • Make questions concrete; avoid abstract/theoretical questions. • Avoid obvious questions (e.g., Would you like more frequency?) • Use multiple-choice and yes/no questions when possible (no essays).
32 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
Important Tips for Devising Questions: • Keep the survey short! Limit the number of questions. • Keep the questions themselves short. • Avoid jargon and planner-speak. • Have a non-planner edit for clarity. • Make questions concrete; avoid abstract/theoretical questions. • Avoid obvious questions (e.g., Would you like more frequency?) • Use multiple-choice and yes/no questions when possible (no essays). • Limit the number of answer choices to four or five.
33 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
Important Tips for Devising Questions: • Keep the survey short! Limit the number of questions. • Keep the questions themselves short. • Avoid jargon and planner-speak. • Have a non-planner edit for clarity. • Make questions concrete; avoid abstract/theoretical questions. • Avoid obvious questions (e.g., Would you like more frequency?) • Use multiple-choice and yes/no questions when possible (no essays). • Limit the number of answer choices to four or five. • Use scales (1-5) to determine the extent of problems.
34 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
Important Tips for Devising Questions: • Keep the survey short! Limit the number of questions. • Keep the questions themselves short. • Avoid jargon and planner-speak. • Have a non-planner edit for clarity. • Make questions concrete; avoid abstract/theoretical questions. • Avoid obvious questions (e.g., Would you like more frequency?) • Use multiple-choice and yes/no questions when possible (no essays). • Limit the number of answer choices to four or five. • Use scales (1-5) to determine the extent of problems. • Don’t ask questions that won’t affect decisions about the service.
35 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
Important Tips for Devising Questions: • Keep the survey short! Limit the number of questions. • Keep the questions themselves short. • Avoid jargon and planner-speak. • Have a non-planner edit for clarity. • Make questions concrete; avoid abstract/theoretical questions. • Avoid obvious questions (e.g., Would you like more frequency?) • Use multiple-choice and yes/no questions when possible (no essays). • Limit the number of answer choices to four or five. • Use scales (1-5) to determine the extent of problems. • Don’t ask questions that won’t affect decisions about the service. • Unless you’re required to, don’t ask demographic questions.
36 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
Important Tips for Devising Questions: • Keep the survey short! Limit the number of questions. • Keep the questions themselves short. • Avoid jargon and planner-speak. • Have a non-planner edit for clarity. • Make questions concrete; avoid abstract/theoretical questions. • Avoid obvious questions (e.g., Would you like more frequency?) • Use multiple-choice and yes/no questions when possible (no essays). • Limit the number of answer choices to four or five. • Use scales (1-5) to determine the extent of problems. • Don’t ask questions that won’t affect decisions about the service. • Unless you’re required to, don’t ask demographic questions. • Don’t let anyone hijack your survey for their own purposes!
37 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
Important Tips for Devising Questions: • Keep the survey short! Limit the number of questions. • Keep the questions themselves short. • Avoid jargon and planner-speak. • Have a non-planner edit for clarity. • Make questions concrete; avoid abstract/theoretical questions. • Avoid obvious questions (e.g., Would you like more frequency?) • Use multiple-choice and yes/no questions when possible (no essays). • Limit the number of answer choices to four or five. • Use scales (1-5) to determine the extent of problems. • Don’t ask questions that won’t affect decisions about the service. • Unless you’re required to, don’t ask demographic questions. • Don’t let anyone hijack your survey for their own purposes! • Stay ethical: don’t lead anyone a certain way with your questions.
38 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
Important Tips for Devising Questions: • Keep the survey short! Limit the number of questions. • Keep the questions themselves short. • Avoid jargon and planner-speak. • Have a non-planner edit for clarity. • Make questions concrete; avoid abstract/theoretical questions. • Avoid obvious questions (e.g., Would you like more frequency?) • Use multiple-choice and yes/no questions when possible (no essays). • Limit the number of answer choices to four or five. • Use scales (1-5) to determine the extent of problems. • Don’t ask questions that won’t affect decisions about the service. • Unless you’re required to, don’t ask demographic questions. • Don’t let anyone hijack your survey for their own purposes! • Stay ethical: don’t lead anyone a certain way with your questions. • Always ask for e-mail address, so you can contact respondents about
public meetings later.
39 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
4. Methods for conducting surveys: A. Paper B. On-line C. In-person
40 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
Pro Con
Paper • Good visibility • Good inclusivity • Multilingual
On-Line
In Person
Pros & Cons:
41 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
Pro Con
Paper • Good visibility • Good inclusivity • Multilingual
• Expensive: printing, die cutting, postage, BRM account
• Tabulating is time/labor-intensive • Paper can get messy
• Requires most coordination
On-Line
In Person
Pros & Cons:
42 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
Pro Con
Paper • Good visibility • Good inclusivity • Multilingual
• Expensive: printing, die cutting, postage, BRM account
• Tabulating is time/labor-intensive • Paper can get messy
• Requires most coordination
On-Line
• Least expensive • Easiest to tabulate
• Easiest to create graphics • Most customizable • Multilingual
In Person
Pros & Cons:
43 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
Pro Con
Paper • Good visibility • Good inclusivity • Multilingual
• Expensive: printing, die cutting, postage, BRM account
• Tabulating is time/labor-intensive • Paper can get messy
• Requires most coordination
On-Line
• Least expensive • Easiest to tabulate
• Easiest to create graphics • Most customizable • Multilingual
• Less inclusive
In Person
Pros & Cons:
44 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
Pro Con
Paper • Good visibility • Good inclusivity • Multilingual
• Expensive: printing, die cutting, postage, BRM account
• Tabulating is time/labor-intensive • Paper can get messy
• Requires most coordination
On-Line
• Least expensive • Easiest to tabulate
• Easiest to create graphics • Most customizable • Multilingual
• Less inclusive
In Person • Good visibility • Good inclusivity
• Can drill down into issues
Pros & Cons:
45 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
Pro Con
Paper • Good visibility • Good inclusivity • Multilingual
• Expensive: printing, die cutting, postage, BRM account
• Tabulating is time/labor-intensive • Paper can get messy
• Requires most coordination
On-Line
• Least expensive • Easiest to tabulate
• Easiest to create graphics • Most customizable • Multilingual
• Less inclusive
In Person • Good visibility • Good inclusivity
• Can drill down into issues
• Most time/labor-intensive • Worst response rate • Need an interpreter
• Riders change the subject! • Safety/security issues
• Weather
Pros & Cons:
46 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
4A. Methods for conducting surveys: paper • At stops
- “Take One” display - Hand out to waiting riders - Look at data for highest boarding locations
47 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
4A. Methods for conducting surveys: paper • At stops
- “Take One” display - Hand out to waiting riders - Look at data for highest boarding locations
• On buses - “Take One” display - Hung from overhead rails (requires die cutting)
48 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
4A. Methods for conducting surveys: paper • At stops
- “Take One” display - Hand out to waiting riders - Look at data for highest boarding locations
• On buses - “Take One” display - Hung from overhead rails (requires die cutting)
• Use heavy cardstock paper
49 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
4A. Methods for conducting surveys: paper • At stops
- “Take One” display - Hand out to waiting riders - Look at data for highest boarding locations
• On buses - “Take One” display - Hung from overhead rails (requires die cutting)
• Use heavy cardstock paper • Collection pouches at buses and stops
50 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
4A. Methods for conducting surveys: paper • At stops
- “Take One” display - Hand out to waiting riders - Look at data for highest boarding locations
• On buses - “Take One” display - Hung from overhead rails (requires die cutting)
• Use heavy cardstock paper • Collection pouches at buses and stops • Business Reply Mail / Post Office Box
- Permit, annual fee, postage fees
51 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
4A. Methods for conducting surveys: paper • At stops
- “Take One” display - Hand out to waiting riders - Look at data for highest boarding locations
• On buses - “Take One” display - Hung from overhead rails (requires die cutting)
• Use heavy cardstock paper • Collection pouches at buses and stops • Business Reply Mail / Post Office Box
- Permit, annual fee, postage fees • Can include link to website and QR code for on-line survey
52 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
4A. Methods for conducting surveys: paper • At stops
- “Take One” display - Hand out to waiting riders - Look at data for highest boarding locations
• On buses - “Take One” display - Hung from overhead rails (requires die cutting)
• Use heavy cardstock paper • Collection pouches at buses and stops • Business Reply Mail / Post Office Box
- Permit, annual fee, postage fees • Can include link to website and QR code for on-line survey • Requires significant coordination with bus garages, supervisors,
and operators
53 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
4A. Methods for conducting surveys: paper • Tip: Tabulate your paper surveys using the same program you’ll
use for the on-line survey! - Set program to allow more than one response from your computer - Enter data into same “collector” - More user-friendly than Excel - Easier to create graphics later
54 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
4A. Methods for conducting surveys: paper
• Name of survey • Route or Line being studied
• Familiar agency logo • “Rider Survey”
• QR code
• Link to project website
• “Project Hotline”
55 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
4A. Methods for conducting surveys: paper
• Brief introduction • Purpose of survey • Deadline for return • Postage paid
• Essay / short answer
• “Optional Demographic Questions”
• Get nomenclature correct
• E-mail address
• Name / snail mail address?
56 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
4A. Methods for conducting surveys: paper
• Multiple choice questions
• Very short answer questions
• ZIP Code (for GIS)
• Design tip: alternate between gray and white
• Rate service issues
• Focus group?
57 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
4A. Methods for conducting surveys: paper Flip side of survey
• Spanish version of survey • Ensure all questions ask for
the same info as English • Same sequence of questions • Get translation done well
ahead of time • Establish deadline for edits to
questions
• Business Reply Mail panel
• DESIGN TIP: Use In Design or similar graphics program!
58 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
4A. Methods for conducting surveys: paper
• USPS provides bar code and PDF of form for your use
• Do NOT alter or change the size of the PDF!
• Permit fee, annual fee, and postage deposit
• Where do you want your responses to go?
• Decide on the size & format of your mailpiece before you go to the USPS!
59 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
4B. Methods for conducting surveys: on-line • Choose a vendor, get everyone’s approval, open a paid account
60 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
4B. Methods for conducting surveys: on-line • Choose a vendor, get everyone’s approval, open a paid account • Make sure that the questions you ask in the on-line survey are the
same questions, in the same sequence, as the paper survey
61 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
4B. Methods for conducting surveys: on-line • Choose a vendor, get everyone’s approval, open a paid account • Make sure that the questions you ask in the on-line survey are the
same questions, in the same sequence, as the paper survey • Have parallel versions of survey in multiple languages if needed
-Tip: Set on-line program to send all responses to one “collector”
62 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
4B. Methods for conducting surveys: on-line • Choose a vendor, get everyone’s approval, open a paid account • Make sure that the questions you ask in the on-line survey are the
same questions, in the same sequence, as the paper survey • Have parallel versions of survey in multiple languages if needed
-Tip: Set on-line program to send all responses to one “collector”
• Distribution: - Link to project website - Link to agency or government web page - Share link with stakeholders
63 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
4B. Methods for conducting surveys: on-line
• Distribution: place posters in shelters at high-ridership locations - Set program to allow only one response per IP address - Coordinate with/get permission from owner of shelters
Use tinyurl.com to create a free URL specific to each survey
Agency logo
Unique QR code for each survey
11” x 17”
64 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
4C. Methods for conducting surveys: in-person • Same questions, sequence, collector as paper & on-line versions
65 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
4C. Methods for conducting surveys: in-person • Same questions, sequence, collector as paper & on-line versions • Go to high-ridership stops during peak periods
66 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
4C. Methods for conducting surveys: in-person • Same questions, sequence, collector as paper & on-line versions • Go to high-ridership stops during peak periods • Bring a tablet with an on-line version of the survey
67 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
4C. Methods for conducting surveys: in-person • Same questions, sequence, collector as paper & on-line versions • Go to high-ridership stops during peak periods • Bring a tablet with an on-line version of the survey • Set program to allow more than one response from that device
68 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
4C. Methods for conducting surveys: in-person • Same questions, sequence, collector as paper & on-line versions • Go to high-ridership stops during peak periods • Bring a tablet with an on-line version of the survey • Set program to allow more than one response from that device • Don’t let respondents get off the subject or hold you too long
69 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
4C. Methods for conducting surveys: in-person • Same questions, sequence, collector as paper & on-line versions • Go to high-ridership stops during peak periods • Bring a tablet with an on-line version of the survey • Set program to allow more than one response from that device • Don’t let respondents get off the subject or hold you too long • Go in pairs with another staff member
70 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
4C. Methods for conducting surveys: in-person • Same questions, sequence, collector as paper & on-line versions • Go to high-ridership stops during peak periods • Bring a tablet with an on-line version of the survey • Set program to allow more than one response from that device • Don’t let respondents get off the subject or hold you too long • Go in pairs with another staff member • Talk with stop/station supervisor in advance, show credentials
71 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
4C. Methods for conducting surveys: in-person • Same questions, sequence, collector as paper & on-line versions • Go to high-ridership stops during peak periods • Bring a tablet with an on-line version of the survey • Set program to allow more than one response from that device • Don’t let respondents get off the subject or hold you too long • Go in pairs with another staff member • Talk with stop/station supervisor in advance, show credentials • Let transit police know your activities, if possible
72 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
4C. Methods for conducting surveys: in-person • Same questions, sequence, collector as paper & on-line versions • Go to high-ridership stops during peak periods • Bring a tablet with an on-line version of the survey • Set program to allow more than one response from that device • Don’t let respondents get off the subject or hold you too long • Go in pairs with another staff member • Talk with stop/station supervisor in advance, show credentials • Let transit police know your activities, if possible • Go on the buses or trains themselves to conduct in-person surveys
73 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
4C. Methods for conducting surveys: in-person • Same questions, sequence, collector as paper & on-line versions • Go to high-ridership stops during peak periods • Bring a tablet with an on-line version of the survey • Set program to allow more than one response from that device • Don’t let respondents get off the subject or hold you too long • Go in pairs with another staff member • Talk with stop/station supervisor in advance, show credentials • Let transit police know your activities, if possible • Go on the buses or trains themselves to conduct in-person surveys
- Advantage: You have a captive audience
74 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
4C. Methods for conducting surveys: in-person • Same questions, sequence, collector as paper & on-line versions • Go to high-ridership stops during peak periods • Bring a tablet with an on-line version of the survey • Set program to allow more than one response from that device • Don’t let respondents get off the subject or hold you too long • Go in pairs with another staff member • Talk with stop/station supervisor in advance, show credentials • Let transit police know your activities, if possible • Go on the buses or trains themselves to conduct in-person surveys
- Advantage: You have a captive audience - Disadvantage: You can become the captive audience
75 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
5. Collecting and tabulating survey responses:
76 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
5. Collecting and tabulating survey responses:
On-line survey!
77 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
6. Analyzing and presenting survey data: • Bar charts • Stacked bar charts
• Technical Memorandum
78 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
Presenting Survey Data: Technical Memorandum
79 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
Presenting Survey Data: Technical Memorandum
80 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
Presenting Survey Data: Technical Memorandum
81 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
Presenting Survey Data: Technical Memorandum
82 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
Presenting Survey Data: Technical Memorandum
83 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
Presenting Survey Data: Technical Memorandum
84 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
Presenting Survey Data: Technical Memorandum
85 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
7. Managing your expectations
What to expect What not to expect
Response rate will largely depend on ridership, although time/effort yields more responses.
Don’t expect more than 10% of riders on a route or line to respond to your survey.
86 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
7. Managing your expectations
What to expect What not to expect
Response rate will largely depend on ridership, although time/effort yields more responses.
Don’t expect more than 10% of riders on a route or line to respond to your survey.
Most of your responses will come from daily commuters to work, i.e. “choice” riders.
Don’t expect low-income riders to respond at the same rate as those in more affluent communities.
87 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
7. Managing your expectations
What to expect What not to expect
Response rate will largely depend on ridership, although time/effort yields more responses.
Don’t expect more than 10% of riders on a route or line to respond to your survey.
Most of your responses will come from daily commuters to work, i.e. “choice” riders.
Don’t expect low-income riders to respond at the same rate as those in more affluent communities.
Many riders will complain about things over which the transit agency has little or no control (traffic, poorly lit stops, crime, garbage, rude teenagers).
Don’t expect all riders to have enough information about the service to give meaningful feedback.
88 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
7. Managing your expectations
What to expect What not to expect
Response rate will largely depend on ridership, although time/effort yields more responses.
Don’t expect more than 10% of riders on a route or line to respond to your survey.
Most of your responses will come from daily commuters to work, i.e. “choice” riders.
Don’t expect low-income riders to respond at the same rate as those in more affluent communities.
Many riders will complain about things over which the transit agency has little or no control (traffic, poorly lit stops, crime, garbage, rude teenagers).
Don’t expect all riders to have enough information about the service to give meaningful feedback.
Most riders will appreciate the driver’s hard work, professionalism, and commitment to safety.
Don’t expect all riders to see the drivers that way. 1 in 10 will hate the driver no matter what.
89 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
7. Managing your expectations
What to expect What not to expect
Response rate will largely depend on ridership, although time/effort yields more responses.
Don’t expect more than 10% of riders on a route or line to respond to your survey.
Most of your responses will come from daily commuters to work, i.e. “choice” riders.
Don’t expect low-income riders to respond at the same rate as those in more affluent communities.
Many riders will complain about things over which the transit agency has little or no control (traffic, poorly lit stops, crime, garbage, rude teenagers).
Don’t expect all riders to have enough information about the service to give meaningful feedback.
Most riders will appreciate the driver’s hard work, professionalism, and commitment to safety.
Don’t expect all riders to see the drivers that way. 1 in 10 will hate the driver no matter what.
A wide-lens view of riders’ perceptions about transit service. Take with a grain of salt.
NOT a scientific study! Self-selecting and informal. Don’t let people confuse it with science.
90 American Planning Association National Conference | Seattle | April 2015
Surveying Transit Riders | Patrick A. Gough, AICP | AECOM Transportation
Thanks!
Any questions?
Techniques for Surveying Transit Riders Patrick A. Gough, AICP AECOM Transportation
Session Function Code: S586
91 American Planning Association National Conference | Seattle | April 2015