september 2014 presented by - ladot transit · • conducted april-july, 2014 • ... los feliz...

SEPTEMBER 2014 PRESENTED BY

•  Profile who rides Community DASH •  Examine and trend Travel Characteristics,

Service Ratings, Service Characteristic Ratings •  Identify customer satisfaction with TAP card

and Real Time Information •  Identify, trend rider demographics

2014 Rider Survey

Survey Methodology

•  Conducted every three years since 1998 •  Conducted April-July, 2014 •  Methodology devised to generate route level

information for weekday, Saturday, Sunday •  Every other departure is surveyed, 7AM-5PM

–  Surveyors deployed from one point on route –  Include clockwise, counterclockwise departures –  Every trip done on low ridership routes

•  6,009 interviews (weekday), 3,294(Sat), 1,604 (Sun)

Presentation Organization

Weekday, Saturday, Sunday •  Profile weekday riders •  Examine Overall Service Ratings •  Examine TAP, Real Time Information

Satisfaction scores •  Examine Service Ratings by Route •  Examine Service Characteristic scores by Route

Weekday

Trip Purpose, Weekday

7% 5%

3% 3%

8% 7% 9%

11% 12% 12%

30% 32% 31% 30%

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%

2011 2014

Other/Multiple Social Personal Business Medical Shopping School Work

Work Travel, Weekday

33% 18%

14% 31%

48% 27%

26% 32%

32% 43%

26% 55%

26% 31% 31%

53% 32% 32%

49% 24%

30% 27%

26% 62%

30%

0% 10% 20% 30% 40% 50% 60% 70%

Wilshire Center/Koreatown Wilmington

Watts Vermont/Main

Van Nuys/Studio City Southeast San Pedro

Pico Union/Echo Park Panorama City/Van Nuys

Northridge Midtown Los Feliz

Lincoln Heights/Chinatown Leimert/Slauson

King East Hollywood/Wilshire

Hollywood Highland Park/Eagle Rock

Fairfax El Sereno/City Terrace

Crenshaw Chesterfield Square

Boyle Heights/East LA Beachwood Canyon

All

School Travel, Weekday

25% 46%

44% 35%

30% 34% 34%

33%

33% 26%

25% 6%

34% 25%

43% 13%

19% 32%

12% 38%

14% 18%

38% 10%

32%

0% 10% 20% 30% 40% 50%


Watts Vermont/Main










All

Frequency of Use, Weekday

12% 11% 11%

24% 20% 18%

55% 60%

56%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2008 2011 2014

1-2 days 3-4 days 5+ days

5+ Day Riders, Weekday

51% 65%

57% 54%

55% 57%

60% 74%

58% 52%

50% 37%

56% 51%

58% 47%

45% 57%

40% 59%

53% 52%

67% 44%

56%

30% 35% 40% 45% 50% 55% 60% 65% 70% 75% 80%


Watts Vermont/Main










Overall

Car Availability by Route, Weekday

12% 10%

13% 15%

17% 12%

14% 12%

14% 14%

16% 19%

16% 14%

18% 18%

11% 13%

23% 14%

12% 12%

14% 18%

13%

0% 5% 10% 15% 20% 25%


Watts Vermont/Main










Overall

Income Under $20k,18+, Weekday

63% 72%

79% 68%

56% 77%

53% 73%

76% 59%

72% 38%

63% 63%

74% 46%

60% 65%

38% 71%

74% 79%

65% 61%

69%

20% 30% 40% 50% 60% 70% 80%


Watts Vermont/Main










Overall

Riders Under 18, Weekday

20% 26%

26% 25%

8% 22%

28% 18%

18% 15%

12% 3%

26% 14%

25% 1%

8% 24%

9% 25%

5% 9%

15% 4%

18%

0% 5% 10% 15% 20% 25% 30%


Watts Vermont/Main










Overall

Riders 65+, Weekday

9% 6%

4% 3%

5% 3%

13% 6%

3% 3%

9% 12%

10% 6%

1% 4%

14% 10%

16% 8%

9% 5%

14% 9%

6%

0% 2% 4% 6% 8% 10% 12% 14% 16%


Watts Vermont/Main










Overall

Service Ratings, Weekday

•  Overall (Excellent, Very Good, Good combination)

•  By Service Characteristic •  TAP Card Satisfaction •  Real Time Information Satisfaction

Overall Service Rating, Weekday –Excellent, Very Good, Good Scores

84% 85%

82%

86%

75%

80%

85%

90%

95%

100%

2005 2008 2011 2014

Overall Service Rating, Score Distribution

35%

29%

36%

27%

25%

27% 23%

28%

23%

12%

15%

12%

3% 3%

2% 0%

5%

10%

15%

20%

25%

30%

35%

40%

2008 2011 2014

Excellent Very Good Good Fair Poor

Service Characteristic Ratings, Weekday --Excellent, Very Good, Good Scores

91%

72%

84%

91%

82%

90%

87%

90%

89%

85%

83%

74%

88%

70%

82%

87%

81%

86%

85%

86%

85%

83%

81%

69%

65% 70% 75% 80% 85% 90% 95% 100%

Ability to Transfer

Service Frequency

Wait Safety

Ride Safety

Hours of Service

Days of Service

Information Availability

Fare

Distance to Stop

Bus Cleanliness

Driver Courtesy

On Time Performance

2011 2014

TAP Card Satisfaction

Very Dissatisfied

5%

Somewhat Dissatisfied

4%

Neither Satisfied nor Dissatisfied

24%

Somewhat Satisfied

18%

Very Satisfied 49%

Real Time Bus Information

•  56% have used real time bus information

Very Dissatisfied 2%

Somewhat Dissatisfied

5%

Neither Satisfied nor Dissatisfied

6%

Somewhat Satisfied

27%

Very Satisfied 60%

Service Ratings by Route

•  Combination of Excellent, Very Good, Good scores

•  Overall Service Rating •  Service Characteristic Rating

Service Ratings by Route

Top 3 Increases •  Fairfax +13% •  Highland Park/ER +12% •  Lincoln H/C +12%

Top 3 Decreases •  Beachwood Canyon -20% •  Hollywood -7% •  Vermont -7%

Of Note •  Pico Union/EP +8% •  Panorama C/VN +7%

Service Characteristics by Route Double Digit Improvement (2014, 2011)

•  King East, Driver Courtesy +11% •  Midtown, Bus Cleanliness +11% •  Hollywood, Bus Cleanliness, +10% •  Highland Park/ER, On Time Performance +13%, Bus Cleanliness +11%, Ride Safety +10% •  Lincoln H/C, Wait Safety +10%, Bus Cleanliness +10% •  Los Feliz, Ride Safety +10% •  Northridge, On Time Performance, +15% •  Panorama City/VN, On Time Performance, +11% •  San Pedro, Bus Cleanliness, +10%

Double Digit Decreases •  Beachwood Canyon, On Time Performance -19% •  Hollywood, On Time Performance -23% •  El Sereno/CT, On Time Performance, -10%

Of Note •  Hollywood/Wil, On Time Performance -9% •  Pico U/EP, Driver Courtesy +9%

Overall Service Rating, Weekday

83%

82%

86%

85%

85%

78%

85%

78%

79%

80%

82%

86%

87%

86%

87%

70% 75% 80% 85% 90% 95% 100%

Southeast

Midtown

Leimert/Slauson

King East

Crenshaw

2008 2011 2014

Crenshaw

90%

70%

81%

87%

72%

78%

81%

89%

89%

87%

81%

71%

89%

76%

84%

87%

74%

76%

82%

88%

86%

78%

80%

78%

60% 65% 70% 75% 80% 85% 90% 95% 100%

Ability to Transfer

Service Frequency

Wait Safety

Ride Safety

Hours of Service

Days of Service


Fare

Distance to Stop

Bus Cleanliness

Driver Courtesy

On Time Performance

2011 2014

King East

91%

63%

80%

90%

81%

86%

88%

91%

85%

84%

88%

67%

87%

64%

76%

85%

79%

84%

85%

88%

82%

80%

77%

64%

60% 65% 70% 75% 80% 85% 90% 95% 100%

Ability to Transfer

Service Frequency

Wait Safety

Ride Safety

Hours of Service

Days of Service


Fare

Distance to Stop

Bus Cleanliness

Driver Courtesy

On Time Performance

2011 2014

Leimert/Slauson

93%

75%

84%

92%

75%

84%

85%

89%

90%

88%

86%

76%

84%

68%

78%

85%

79%

83%

83%

87%

81%

81%

82%

71%

60% 65% 70% 75% 80% 85% 90% 95% 100%

Ability to Transfer

Service Frequency

Wait Safety

Ride Safety

Hours of Service

Days of Service


Fare

Distance to Stop

Bus Cleanliness

Driver Courtesy

On Time Performance

2011 2014

Midtown

88%

66%

82%

93%

75%

83%

84%

89%

88%

93%

86%

67%

85%

65%

83%

88%

73%

77%

86%

89%

82%

82%

86%

74%

60% 65% 70% 75% 80% 85% 90% 95% 100%

Ability to Transfer

Service Frequency

Wait Safety

Ride Safety

Hours of Service

Days of Service


Fare

Distance to Stop

Bus Cleanliness

Driver Courtesy

On Time Performance

2011 2014

Southeast

90%

66%

76%

88%

78%

89%

85%

90%

85%

85%

76%

68%

87%

66%

80%

85%

81%

87%

86%

87%

81%

81%

81%

61%

60% 65% 70% 75% 80% 85% 90% 95% 100%

Ability to Transfer

Service Frequency

Wait Safety

Ride Safety

Hours of Service

Days of Service


Fare

Distance to Stop

Bus Cleanliness

Driver Courtesy

On Time Performance

2011 2014


90%

94%

93%

91%

92%

80%

94%

80%

88%

93%

81%

79%

92%

89%

81%

100%

87%

93%

92%

90%

92%

85%

89%

93%

70% 75% 80% 85% 90% 95% 100%

Wilshire Center/Koreatown

Los Feliz

Lincoln Heights/Chinatown

Highland Park/Eagle Rock

Hollywood/Wilshire

Hollywood

Fairfax

Beachwood Canyon

2008 2011 2014

Beachwood Canyon

96%

65%

92%

98%

84%

89%

92%

98%

91%

96%

93%

75%

94%

81%

98%

98%

75%

81%

94%

92%

93%

95%

97%

94%

60% 65% 70% 75% 80% 85% 90% 95% 100%

Ability to Transfer

Service Frequency

Wait Safety

Ride Safety

Hours of Service

Days of Service


Fare

Distance to Stop

Bus Cleanliness

Driver Courtesy

On Time Performance

2011 2014

Fairfax

95%

65%

94%

97%

79%

93%

87%

96%

94%

98%

93%

78%

91%

57%

92%

94%

79%

80%

87%

91%

89%

89%

86%

69%

50% 55% 60% 65% 70% 75% 80% 85% 90% 95% 100%

Ability to Transfer

Service Frequency

Wait Safety

Ride Safety

Hours of Service

Days of Service


Fare

Distance to Stop

Bus Cleanliness

Driver Courtesy

On Time Performance

2011 2014

Hollywood

92%

54%

86%

96%

79%

85%

84%

94%

92%

97%

87%

58%

93%

75%

89%

92%

79%

87%

87%

93%

86%

87%

92%

81%

50% 55% 60% 65% 70% 75% 80% 85% 90% 95% 100%

Ability to Transfer

Service Frequency

Wait Safety

Ride Safety

Hours of Service

Days of Service


Fare

Distance to Stop

Bus Cleanliness

Driver Courtesy

On Time Performance

2011 2014

Hollywood/Wilshire

96%

66%

94%

96%

74%

81%

90%

98%

95%

94%

88%

73%

91%

74%

91%

94%

78%

82%

90%

93%

79%

94%

94%

82%

60% 65% 70% 75% 80% 85% 90% 95% 100%

Ability to Transfer

Service Frequency

Wait Safety

Ride Safety

Hours of Service

Days of Service


Fare

Distance to Stop

Bus Cleanliness

Driver Courtesy

On Time Performance

2011 2014


94%

66%

90%

95%

82%

88%

90%

92%

89%

91%

89%

81%

96%

74%

82%

85%

73%

75%

84%

82%

88%

80%

85%

68%

60% 65% 70% 75% 80% 85% 90% 95% 100%

Ability to Transfer

Service Frequency

Wait Safety

Ride Safety

Hours of Service

Days of Service


Fare

Distance to Stop

Bus Cleanliness

Driver Courtesy

On Time Performance

2011 2014


95%

67%

93%

95%

85%

92%

93%

92%

91%

93%

89%

73%

85%

59%

83%

87%

75%

81%

85%

85%

85%

83%

85%

65%

50% 55% 60% 65% 70% 75% 80% 85% 90% 95% 100%

Ability to Transfer

Service Frequency

Wait Safety

Ride Safety

Hours of Service

Days of Service


Fare

Distance to Stop

Bus Cleanliness

Driver Courtesy

On Time Performance

2011 2014

Los Feliz

89%

76%

98%

98%

87%

95%

91%

96%

94%

99%

92%

88%

85%

87%

96%

88%

94%

94%

91%

97%

88%

96%

98%

89%

60% 65% 70% 75% 80% 85% 90% 95% 100%

Ability to Transfer

Service Frequency

Wait Safety

Ride Safety

Hours of Service

Days of Service


Fare

Distance to Stop

Bus Cleanliness

Driver Courtesy

On Time Performance

2011 2014


89%

75%

93%

98%

86%

92%

89%

92%

94%

94%

87%

76%

85%

68%

85%

91%

83%

84%

85%

87%

90%

86%

84%

74%

60% 65% 70% 75% 80% 85% 90% 95% 100%

Ability to Transfer

Service Frequency

Wait Safety

Ride Safety

Hours of Service

Days of Service


Fare

Distance to Stop

Bus Cleanliness

Driver Courtesy

On Time Performance

2011 2014


95%

92%

93%

91%

85%

85%

96%

91%

90%

70% 75% 80% 85% 90% 95% 100%

Van Nuys/Studio City

Panorama City/Van Nuys

Northridge

2008 2011 2014

Northridge

94%

90%

95%

97%

84%

88%

93%

97%

90%

92%

93%

91%

91%

72%

95%

98%

85%

86%

90%

91%

87%

95%

89%

76%

60% 65% 70% 75% 80% 85% 90% 95% 100%

Ability to Transfer

Service Frequency

Wait Safety

Ride Safety

Hours of Service

Days of Service


Fare

Distance to Stop

Bus Cleanliness

Driver Courtesy

On Time Performance

2011 2014


94%

78%

89%

91%

79%

93%

91%

92%

91%

87%

83%

86%

91%

76%

85%

86%

73%

89%

84%

88%

88%

89%

77%

77%

60% 65% 70% 75% 80% 85% 90% 95% 100%

Ability to Transfer

Service Frequency

Wait Safety

Ride Safety

Hours of Service

Days of Service


Fare

Distance to Stop

Bus Cleanliness

Driver Courtesy

On Time Performance

2011 2014


95%

80%

95%

95%

79%

93%

92%

96%

93%

93%

94%

92%

90%

71%

93%

95%

73%

84%

87%

91%

87%

93%

90%

85%

60% 65% 70% 75% 80% 85% 90% 95% 100%

Ability to Transfer

Service Frequency

Wait Safety

Ride Safety

Hours of Service

Days of Service


Fare

Distance to Stop

Bus Cleanliness

Driver Courtesy

On Time Performance

2011 2014


87%

82%

86%

87%

87%

86%

80%

93%

86%

85%

82%

85%

96%

85%

80%

70% 75% 80% 85% 90% 95% 100%

Wilmington

Watts

Vermont/Main

San Pedro

Chesterfield Square

2008 2011 2014

Chesterfield Square

88%

74%

79%

93%

78%

87%

87%

90%

81%

85%

76%

72%

90%

73%

82%

89%

85%

92%

90%

89%

89%

90%

84%

66%

60% 65% 70% 75% 80% 85% 90% 95% 100%

Ability to Transfer

Service Frequency

Wait Safety

Ride Safety

Hours of Service

Days of Service


Fare

Distance to Stop

Bus Cleanliness

Driver Courtesy

On Time Performance

2011 2014

San Pedro

94%

80%

90%

92%

90%

97%

87%

94%

94%

91%

87%

78%

86%

79%

88%

87%

86%

90%

87%

89%

86%

81%

88%

81%

60% 65% 70% 75% 80% 85% 90% 95% 100%

Ability to Transfer

Service Frequency

Wait Safety

Ride Safety

Hours of Service

Days of Service


Fare

Distance to Stop

Bus Cleanliness

Driver Courtesy

On Time Performance

2011 2014

Vermont/Main

91%

71%

84%

95%

82%

87%

86%

90%

91%

85%

86%

67%

92%

77%

84%

91%

84%

86%

93%

93%

90%

92%

91%

76%

60% 65% 70% 75% 80% 85% 90% 95% 100%

Ability to Transfer

Service Frequency

Wait Safety

Ride Safety

Hours of Service

Days of Service


Fare

Distance to Stop

Bus Cleanliness

Driver Courtesy

On Time Performance

2011 2014

Watts

89%

70%

74%

84%

84%

89%

84%

88%

87%

83%

84%

72%

83%

72%

80%

85%

76%

82%

82%

82%

83%

84%

78%

70%

60% 65% 70% 75% 80% 85% 90% 95% 100%

Ability to Transfer

Service Frequency

Wait Safety

Ride Safety

Hours of Service

Days of Service


Fare

Distance to Stop

Bus Cleanliness

Driver Courtesy

On Time Performance

2011 2014

Wilmington

87%

74%

82%

87%

83%

88%

85%

86%

90%

84%

76%

78%

86%

77%

84%

86%

80%

87%

86%

81%

84%

82%

73%

74%

60% 65% 70% 75% 80% 85% 90% 95% 100%

Ability to Transfer

Service Frequency

Wait Safety

Ride Safety

Hours of Service

Days of Service


Fare

Distance to Stop

Bus Cleanliness

Driver Courtesy

On Time Performance

2011 2014


84%

84%

92%

76%

82%

83%

73%

82%

82%

70% 75% 80% 85% 90% 95% 100%

Pico Union/Echo Park

El Sereno/City Terrace

Boyle Heights/East LA

2008 2011 2014


95%

80%

95%

95%

79%

93%

92%

96%

93%

93%

94%

92%

90%

71%

93%

95%

73%

84%

87%

91%

87%

93%

90%

85%

60% 65% 70% 75% 80% 85% 90% 95% 100%

Ability to Transfer

Service Frequency

Wait Safety

Ride Safety

Hours of Service

Days of Service


Fare

Distance to Stop

Bus Cleanliness

Driver Courtesy

On Time Performance

2011 2014


92%

70%

84%

89%

89%

91%

89%

84%

86%

76%

84%

66%

86%

74%

85%

91%

87%

92%

87%

83%

89%

81%

86%

76%

60% 65% 70% 75% 80% 85% 90% 95% 100%

Ability to Transfer

Service Frequency

Wait Safety

Ride Safety

Hours of Service

Days of Service


Fare

Distance to Stop

Bus Cleanliness

Driver Courtesy

On Time Performance

2011 2014


92%

70%

81%

88%

87%

94%

86%

90%

88%

79%

80%

71%

86%

61%

86%

83%

82%

89%

78%

79%

83%

75%

71%

71%

60% 65% 70% 75% 80% 85% 90% 95% 100%

Ability to Transfer

Service Frequency

Wait Safety

Ride Safety

Hours of Service

Days of Service


Fare

Distance to Stop

Bus Cleanliness

Driver Courtesy

On Time Performance

2011 2014

Weekend Service

Trip Purpose, Saturday

10%

5% 8%

13% 11% 11%

8% 9%

23% 27%

8% 8%

32%

27%

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%

2011 2014

Other/Multiple Social Personal Business Medical Shopping School Work

Frequency of Use, Saturday

16% 16% 23% 20%

50% 45%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2011 2014


Overall Service Rating, Saturday

2% 2%

13% 10%

26% 23%

28% 30% 31%

35%

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%

2011 2014

Poor Fair Good Very Good Excellent

Service Characteristics, Sat.

91%

80%

84%

91%

85%

88%

89%

91%

90%

87%

86%

79%

89%

74%

85%

88%

81%

85%

86%

88%

86%

85%

83%

74%

60% 65% 70% 75% 80% 85% 90% 95% 100%

Ability to Transfer

Service Frequency

Wait Safety

Ride Safety

Hours of Service

Days of Service


Fare

Distance to Stop

Bus Cleanliness

Driver Courtesy

On Time Performance

2011 2014


88%

80%

87%

85%

88%

79%

86%

88%

79%

81%

70% 75% 80% 85% 90% 95% 100%

Southeast

Midtown

Leimert/Slauson

King East

Crenshaw

2011 2014


88%

85%

93%

83%

91%

84%

81%

79%

78%

90%

79%

96%

70% 75% 80% 85% 90% 95% 100%




Hollywood

Fairfax

Beachwood Canyon

2011 2014


91%

91%

92%

98%

88%

90%

70% 75% 80% 85% 90% 95% 100%



Northridge

2011 2014


83%

90%

87%

84%

93%

89%

94%

88%

88%

87%

70% 75% 80% 85% 90% 95% 100%

Wilmington

Watts

Vermont/Main

San Pedro

Chesterfield Square

2011 2014


84%

84%

90%

77%

84%

90%

70% 75% 80% 85% 90% 95% 100%




2011 2014

Trip Purpose, Sunday

Work 26%

School 6%

Shopping 22%

Medical 6%

Personal Business 12%

Social 12%

Other/Multiple 16%

Frequency of Use, Sunday

16% 17% 23% 22%

50% 48%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2011 2014


Overall Service Rating, Sunday

4% 1%

15% 12%

29% 26%

22%

31% 30%

35%

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%

2011 2014

Poor Fair Good Very Good Excellent

Service Characteristics, Sunday

94%

74%

91%

94%

91%

94%

93%

92%

93%

90%

87%

82%

87%

74%

82%

86%

80%

87%

83%

85%

84%

84%

81%

77%

70% 75% 80% 85% 90% 95% 100%

Ability to Transfer

Service Frequency

Wait Safety

Ride Safety

Hours of Service

Days of Service


Fare

Distance to Stop

Bus Cleanliness

Driver Courtesy

On Time Performance

2011 2014

Overall Service Rating, Sunday

91%

74%

93%

87%

83%

92%

91%

93%

88%

87%

85%

81%

71%

89%

81%

83%

70% 75% 80% 85% 90% 95% 100%


Wilmington

Southeast

San Pedro




Chesterfield Square

2011 2014

september 2014 presented by - ladot transit · • conducted april-july, 2014 • ... los feliz...

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