2011 MTA CUSTOMER SATISFACTION RESEARCH RESULTS FOR Long Island Rail Road

Transcription

1 2011 MTA CUSTOMER SATISFACTION RESEARCH RESULTS FOR Long Island Rail Road

2 OVERALL CONTEXT 2011 surveys provide the first year-to-year comparisons against baselines established in 2010 using the unified rating scale for all agencies Very Dissatisfied Dissatisfied Satisfied Very Satisfied The 2011 surveys were conducted after a year that included: A fare increase, service cuts, and two severe snow storms that disrupted service throughout the region Greater effort to communicate improvements to customers 2

3 LONG ISLAND RAIL ROAD SURVEY RESULTS 3

4 LIRR CONTEXT Overall customer satisfaction decreased in 2011, reflecting external events, including a series of weather-related events (winter storm, blizzard, and tornado) causing service disruptions and equipment shortages. LIRR service impacted by: Amtrak rush hour repairs; Mother s Day derailment (which occurred directly prior to conducting the survey) Ratings of on-time performance, highly correlated with customer satisfaction, decreased in 2011 Many railroad ratings unrelated to service issues held steady Performance of frontline employees continued to be rated well by customers 4

5 OVERALL CUSTOMER SATISFACTION Overall Service Train Service Overall Home Boarding Station 89% 24% 78% 17% 89% 26% 79% 20% 90% 86% 32% 28% 65% 60% 63% 60% 58% 58% Satisfied Very Satisfied Customer satisfaction with LIRR service decreased from 89% in 2010 to 78% in 2011 (-11 points) mainly as a result of service disruptions caused by weather, Amtrak s rush hour repairs and derailment. Very satisfied + satisfied percentages may not equal Total Satisfied percentage due to rounding. Highlighted numbers indicate statistical increase (green) or statistical decrease (red) compared to prior year. 5

6 OVERALL CUSTOMER SATISFACTION Peak Reverse Peak Weekday Off-Peak Weekend Off-Peak 84% 14% 72% 9% 93% 88% 91% 26% 18% 28% 83% 18% 93% 32% 81% 26% 70% 64% 67% 70% 63% 65% 61% 55% Satisfied Very Satisfied Customer satisfaction decreased statistically in all day parts including peak and off-peak, weekday and weekend. Very satisfied + satisfied percentages may not equal Total Satisfied percentage due to rounding. Highlighted numbers indicate statistical increase (green) or statistical decrease (red) compared to prior year. 6

7 Overall Courtesy and Responsiveness EMPLOYEES Train Conductors Ticket Sellers 91% 90% 93% 92% 90% 87% 37% 33% 42% 39% 38% 35% 53% 57% 52% 53% 52% 53% Satisfied Very Satisfied Customer satisfaction with employee performance continued at high levels in Satisfaction with ticket sellers decreased statistically in 2011, but continued to be rated very high. Very satisfied + satisfied percentages may not equal Total Satisfied percentage due to rounding. Highlighted numbers indicate statistical increase (green) or statistical decrease (red) compared to prior year. 7

8 TRAIN SERVICE On-Time Performance 86% 30% Overall Schedule Of Trains Availability of Seats 79% 81% 75% 80% 76% 24% 24% 19% 27% 25% Value for the Money Using the Railroad 67% 19% 56% 14% 56% 55% 57% 57% 54% 52% 49% 42% Satisfied Very Satisfied Value for the Money using the Railroad received the largest decline in year-to-year score comparisons (-11 points) based on all questions surveyed. Very satisfied + satisfied percentages may not equal Total Satisfied percentage due to rounding. Highlighted numbers indicate statistical increase (green) or statistical decrease (red) compared to prior year. 8

9 ON-BOARD CONDITIONS Train Interior Cleanliness 83% 79% 23% 20% Cleanliness of Restrooms 64% 14% 57% 13% Physical Condition of Restrooms 69% 16% 62% 12% Train Interior Maintenance 89% 85% 29% 26% 60% 59% 50% 45% 53% 49% 59% 59% Satisfied Very Satisfied On-board cleanliness ratings decreased statistically in 2011, particularly for restrooms (-7 points). Very satisfied + satisfied percentages may not equal Total Satisfied percentage due to rounding. Highlighted numbers indicate statistical increase (green) or statistical decrease (red) compared to prior year. 9

10 CUSTOMER INFORMATION & COMMUNICATIONS Overall Information & Communications Normal Service (new) Unplanned Service Disruptions (new) Planned Service Changes (new) 85% 21% 79% 18% 84% 20% 66% 79% 19% 15% 64% 61% 64% 51% 59% Satisfied Very Satisfied Customer satisfaction with overall information and communications decreased statistically in 2011 (-6 points). Very satisfied + satisfied percentages may not equal Total Satisfied percentage due to rounding. Highlighted numbers indicate statistical increase (green) or statistical decrease (red) compared to prior year. 10

11 APPENDIX Methodology Questionnaire Full set of service attribute ratings

12 METHODOLOGY The LIRR survey used an onboard distribution methodology among a sample of trains A total of 7,636 surveys were completed and tabulated, as follows: Total AM Peak Off-Peak Reverse Peak Completed surveys 7,636 4,448 2, Survey dates May 21-22; June 6-22 June 6-22 May 21-22; June 16 June 13,15,21 Trains sampled The sample selection allowed for maximized representation of branches while keeping data collection as cost efficient as possible. Interval sampling was used to determine which trains and cars to sample. Interval sampling gives each train and car a chance of being selected for survey distribution, but weights each train based on ridership. The survey was conducted by Abt SRBI (one of the MTA s retained full service market research firms). Abt SRBI and LIRR research staff supervised the survey distribution by Lloyd Staffing (an LIRR subcontractor). Survey data were first weighted to branch size within each individual time-period. After Stage 1 weights were applied, data were weighted to time-period. Weighting survey data helps ensure representativeness of results. The margin of error is <±1% at the 95% level of statistical confidence for a total satisfaction rating of 78%. At a 50% total satisfaction level, the margin of error is ±2%.

13 QUESTIONNAIRE

14

15

16

17

18 SERVICE ATTRIBUTE RATINGS Attributes Overall LIRR Score 78% 89% -11 LIRR Home Boarding Station Overall 86% 90% -4 Electronic/LED Signs with Train Schedules 89% 91% -2 Station Signage 87% 90% -3 Maintenance of Station 81% 85% -4 Personal Security 82% 85% -3 Audio Announcements Under Normal Conditions 84% 85% -1 Cleanliness Inside the Station Building (excl. Restrooms) 80% 84% -4 Cleanliness of Platforms and Outdoor Shelters 81% 82% -1 Cleanliness of the Track Area Around the Station 79% 82% -3 Sound Quality of Audio Announcements 79% 81% -2 Security of Your Car while Parked at Station 77% 77% 0 Audio Announcements During Service Disruptions 69% 74% -5 Physical Condition of Restroom 64% 70% -6 Cleanliness of Restroom 61% 68% -7 Availability of Parking on Weekdays 60% 62% -2 Highlighted numbers indicate statistical increase (green) or statistical decrease (red) compared to prior year.

19 SERVICE ATTRIBUTE RATINGS (continued) Attributes LIRR Train Service Overall 79% 89% -10 Safety from Train Accidents 93% 93% 0 Personal Security on the Train 88% 90% -2 The Temperature on the Train 88% 89% -1 Train Interior Maintenance 85% 89% -4 Condition of Seats 83% 88% -5 Audio Announcements under Normal Conditions 82% 85% -3 On Time Performance 79% 86% -7 Cleanliness of Train Interior (exc. restroom) 79% 83% -4 Sound Quality of Audio Announcements 78% 81% -3 Availability of Seats 76% 80% -4 Audio Announcements during Service Disruptions 70% 75% -5 Physical Condition of Restroom 62% 69% -7 Cleanliness of Restroom 57% 64% -7 Value For the Money Using the Rail Road 56% 67% -11 Highlighted numbers indicate statistical increase (green) or statistical decrease (red) compared to prior year.

20 SERVICE ATTRIBUTE RATINGS (continued) Attributes Overall Communication To You 79% 85% -6 Overall Communications During Normal Service Conditions 84% N/A N/A Overall Communications During Unplanned Service Disruptions 66% N/A N/A Overall Communications During Planned Service Conditions 79% N/A N/A At Your Destination Station 87% 90% -3 On Board Your Trains (During Normal Service Conditions) 86% 89% -3 At Your Boarding Station (During Normal Service Conditions) 85% 89% -4 At Our Website ( (During Normal Service Conditions) 85% 89% -4 With Travel Center Representatives (During Normal Service Conditions) 84% 88% -4 With the Automated Phone System (During Normal Service Conditions) 81% 83% -2 With Travel Center Representatives (During Unplanned Service Disruptions) 74% 82% -8 Through Alerts (During Unplanned Service Disruptions) 73% 81% -8 At Our Website ( (During Unplanned Service Disruptions) 72% 79% -7 With the Automated Phone System (During Unplanned Service Disruptions) 71% 79% -8 At Your Destination (During Unplanned Service Disruptions) 69% 77% -8 On Board Your Trains (During Unplanned Service Disruptions) 67% 73% -6 At Your Boarding Station (During Unplanned Service Disruptions) 65% 74% -9 Highlighted numbers indicate statistical increase (green) or statistical decrease (red) compared to prior year.

21 SERVICE ATTRIBUTE RATINGS (continued) Attributes Overall Courtesy and Responsiveness of Employees 90% 91% -1 Conductors 92% 93% -1 Ticket Sellers 87% 90% -3 Overall Schedule of Trains 75% 81% -6 Weekday AM/PM Schedule To/From Your Station 79% 82% -3 Weekend Schedule To/From Your Station 71% 78% -7 Weekday Off-Peak Schedule To/From Your Station 70% 77% -7 LIRR Destination Station Overall 84% 88% -4 Electronic/LED Signs with Train Schedules 87% 90% -3 Signs Providing Directions to and from LIRR trains 87% 88% -1 Personal Security 82% 85% -3 Signs for Connecting Buses/Subways 83% 85% -2 Audio Announcements under Normal Conditions 82% 84% -2 Presence of MTA Police 83% 81% +2 Sound Quality of Audio Announcements 80% 82% -2 Cleanliness of Destination Station/Waiting Room 75% 78% -3 Audio Announcements During Service Disruptions 72% 78% -6 Physical Condition of Restroom 68% 74% -6 Cleanliness of Restroom 64% 71% -7 Highlighted numbers indicate statistical increase (green) or statistical decrease (red) compared to prior year.

22 OVERALL LIRR SCORE BY BRANCH Branch 2011 Overall 2010 Overall Hempstead 85% 92% -7 Port Jefferson (Diesel) 85% 85% 0 Montauk 81% 90% -9 Far Rockaway 80% 90% -10 Oyster Bay 80% 83% -3 Ronkonkoma (Electric) 79% 86% -7 Huntington 79% 88% -9 Port Washington 78% 89% -11 Babylon 77% 87% -10 West Hempstead 67% 89% -22 Long Beach 59% 89% -30 Highlighted numbers indicate statistical increase (green) or statistical decrease (red) compared to prior year.