2017 Paratransit Customer Satisfaction Study Access-A-Ride

Transcription

1 2017 Paratransit Customer Satisfaction Study Access-A-Ride Final Report Prepared for: Prepared by: Date: February

2 Table of Contents Headlines... 3 Background & Objectives... 6 Methodology... 7 Key Findings... 9 Supporting Tables Page # Summary Tables Overall Satisfaction with Access-A-Ride Aspects in Need of Improvement Perceptions of Access-A-Ride as a Good Value Overall Satisfaction with Last Access-A-Ride Trip Satisfaction with Specific Aspects of Access-A-Ride Frequency of On-Time Pickup Perceptions of Changes in Overall Service Perceptions of Changes in Access-A-Ride Reservation Service Reasons for Changes in Access-A-Ride Reservation Service Overview of Performance of Key Elements of Last Trip Ever Called to Ask a Question or Report a Problem Level of Satisfaction with Results of Last Call Expected Future Use of Access-A-Ride Interest in Access-A-Ride MetroCard Trips Approval/Usage of Specific Vehicles Concerns with Accessible Taxi Providing Access-A-Ride Trip Recertification and Assessment Centers Access to Mobile Phone When Using Access-A-Ride

3 Table of Contents (continued) Page # Accessibility to Other Transportation During Weather Emergency Calling Access-A-Ride and Selecting Option Calling Access-A-Ride and Selecting Option Rider Profile Appendix History Tables Methodology Charts Questionnaire 2

4 Headlines In 2017, overall satisfaction with Access-A-Ride increased from 2016, with roughly three in four frequent and occasional customers (74%) saying they are very or somewhat satisfied with the service overall (up from 65% in 2016). This follows a decreasing trend in overall satisfaction, since matching an all time high of 80% in Ratings in 2017 increased from 2016 findings among residents of three of the five boroughs Bronx (73%, up from 62%), Queens (76%, up from 67%), and Brooklyn (75%, up from 63%). page 59 In 2017, the number of Access-A-Ride trips completed was 6,170,876, a decrease of 4% from the prior year. page 16 More than three in ten frequent and occasional customers mentioned that the overall Access-A-Ride service has improved in the past year (36%, up from 29% in 2016), while about four in ten mentioned that the service stayed about the same (39%, consistent with 2016). The proportion who say Access-A-Ride service has gotten worse is now at 19%, down from 29% in page 19 Nine in ten frequent and occasional customers (91%) said Access-A-Ride is a good value for the money, up from 89% in 2016, discontinuing the downward trend that began in page 62 A key strength for Access-A-Ride is the reservation service, with attributes relating to the reservations process receiving high ratings overall. Frequent users were asked to rate several aspects of the reservation process in general, and many of these attributes continue to see high ratings similar to past results. Specifically: The courtesy of the reservations staff (92%); How long it takes for them to confirm the reservation (92%); Being able to get through to make a reservation (91%); The competence of the reservations staff (90%); The ability to get a ride for the day or time requested (87%, up from 83% in 2016); and How far in advance they need to call to make a reservation (84%). page 20 3

5 Headlines (continued) On-time performance drives overall satisfaction, an area where Access-A-Ride has shown improvement. Frequent users were asked to rate several aspects regarding pick ups and trip experience. Several of these attributes saw significant increases from Specifically: Being picked up no later than 30 minutes after the scheduled pick-up time (69%, up from 60%); The drivers driving carefully and safely (92%, up from 88%); The drivers knowing how to get where they are going (83%, up from 78%); and Length of trips (75%, up from 66%). page 20 When asked to provide which area of service is most in need of improvement, more than one in four (27%) suggested on-time performance, more than any other aspect of service. page 26 Among frequent and occasional users, one-half (50%) noted that Access-A-Ride usually picks them up on time. This is the first time since 2013 that at least one-half of users have reported usually being picked up on time. In contrast, four in ten frequent and occasional customers (39%) said that Access-A-Ride sometimes picks them up on time, down from 44% in Satisfied customers are more likely to give positive ratings for how often they are picked up on time. Specifically, about six in ten frequent and occasional customers who are satisfied (59%, up from 48% in 2016) said that Access-A-Ride usually picks them up on time, compared to one in four dissatisfied frequent and occasional customers (25%). Furthermore, less than one in twenty satisfied frequent and occasional customers (4%) said Access-A-Ride rarely or never picks them up within the standard for on time pick-up, compared to nearly two in ten dissatisfied frequent and occasional users (17%). page 34 4

6 Headlines (continued) Results of New Questions New questions added in 2017 focused on mobile phone availability and customers experiences when calling Access-A-Ride to give a commendation or make a complaint. More than nine in ten Access-A-Ride customers (91%) own a cell phone, with nearly half of those (49%) using a smart phone. Nearly all customers who have a mobile phone (99%) carry it with them when traveling with Access-A-Ride. page 49 Of customers who call Access-A-Ride to give a commendation or make a complaint, seven in ten (70%) do so to make a complaint, while one in four (25%) call to give a commendation. About four in ten customers who call to make a complaint (41%) do not receive a phone call or written follow-up response. Those who are dissatisfied with the experience of calling Access-A-Ride to give a commendation or make a complaint most often noted their dissatisfaction is due to not receiving feedback or a response (27%), the problem not being resolved (14%), rude representatives (13%), and/or the commendation or complaint is not reviewed (11%). page 51 About four in ten (39%) said they would be interested in receiving a MetroCard by calling Access-A-Ride and selecting option 1 to request one. page 45 5

7 Background & Objectives In 1990, the Federal Americans with Disabilities Act (ADA) established standards for public services and buildings to include transportation systems such as Metropolitan Transportation Authority (MTA) s New York City Transit (NYC Transit). Therefore, NYC Transit developed Access-A-Ride (AAR) Paratransit services to provide service to ADA eligible citizens in the five boroughs, and up to three-quarter miles in adjacent Nassau and Westchester counties, who are unable to ride the bus or subway system provided. AAR provides shared ride, door-to-door service with limited assistance getting on and off the vehicle. The fare for this ride is the same fare that would be incurred for a standard public transportation ride. If more assistance is required, the individual may ride with a personal care attendant who rides free of charge. Since 1996, New York City Transit has engaged a research consultant to conduct quantitative research to obtain customer ratings of the service and determine ways in which AAR could be improved. These yearly surveys allow the Paratransit program to track customer opinions and identify problem areas. This study was last conducted in What follows are the results from the 2017 wave of this research. 6

8 Methodology In order to meet the research objectives, telephone interviews were conducted among registered riders of Access-A-Ride. Interviews were conducted between October 23, 2017 and December 3, 2017 by professional WBA interviewers from WBA s telephone facilities located in Crofton, Maryland and by WBA s MBE/WBE partners, Medina Marketing Services and Survey Service, Inc. In order to qualify for the study, respondents had to currently live in one of the five boroughs of New York City. If respondents were unable to participate in the survey due to a physical or other condition, their personal caregiver or care attendant (when available) was interviewed. Interviews were conducted among three types of user segments: Frequent Users, Occasional Users and Infrequent Users. These groups are defined by the frequency of AAR ride requests made between July and September page 70 July September 2017 AAR User Segment # of Interviews Frequency of Ride Requests % of Registrants % of Requests Frequent Users requests July-September 5% 76% Occasional Users requests July-September 12% 18% Infrequent Users requests July-September 24% 6% Total 2303 Among those contacted, nine in ten (89%) qualified for the study. Interviews averaged about 25 minutes in length. Using sampling techniques, we can estimate the responses of an entire population without having to interview everyone in the target group. There are mathematical means to measure how close our random-sample estimate comes to the 'true' value of the population. For the 2,303 interviews conducted for the Customer Satisfaction survey, we can expect the values from our sample to be within 2 percentage of the true population value, 95 percent of the time. That means, if we get a value of 50 percent from our sample, we can be 95 percent sure that the population value is somewhere between 48 and 52 percent. This measure of the difference of the sample value from the true value, called the 'margin of error, will vary with the size of the sample and the results received. A chart detailing the margin of error is in the appendix, on page 69. 7

9 Methodology (continued) When reading the charts in this report, note that some charts may not equal 100% due to rounding. Within the charts and graphs of the supporting tables comparing each year s data, arrows and boldface numbers are used to show where statistical differences exist at the 95% confidence level. Up arrows (h) indicate when there was a statistical increase in 2017 versus 2016, while down arrows (i) show a statistical decrease. When comparing boroughs and years, bold/italicized numbers indicate where a piece of data is statistically higher for one borough compared to another, with a footnote at the bottom of the chart detailing the statistical difference. It is important to note that there was not a customer satisfaction survey conducted in 2002, 2009, or The following are demographic characteristics of the 2017 AAR Customer Satisfaction respondents, which are consistent with previous years: Average age is 66 years old; 88% are not employed; and 80% use a support device when they travel. pages Charts are also included in the Appendix showing the user segments surveyed by borough and the weights that were applied to this year s data. 8

10 Key Findings Overall Satisfaction After three consecutive years of decline, overall satisfaction with Access-A-Ride is again increasing, with 74% of customers being very or somewhat satisfied with the service in 2017 (up from 65% in 2016 and 67% in 2015). This increase in satisfaction can also be seen among residents in three of the five boroughs Bronx (74%, up from 63%), Manhattan (69%, from 67%), Queens (75%, up from 67%), Brooklyn (74%, up from 63%), and Staten Island (70%, from 72%). page 19 Nine in ten customers (91%) noted that Access-A-Ride is a good value for the money. This is consistent with 2016 findings and represents a very high proportion of customers recognizing the value of the program. page 18 Perception of Past Year Service Overall in 2017, more than three in ten frequent and occasional users (36%) indicated that service has improved over the past year, an increase from 29% in saw notable increases among residents of the Bronx (36%, up from 25%), Manhattan (35%, up from 26%) and Brooklyn (37%, up from 29%) when compared to 2016 figures. The proportion of customers indicating that service has gotten worse in the past year has decreased from 2016 findings, with about two in ten frequent and occasional users (19%, down from 29%) responding as such. Similar to the shift in improved ratings, the proportion of participants saying service has gotten worse saw a notable decrease in 2017 compared to 2016 among residents of the Bronx (18%, down from 34%), Manhattan (18%, down from 30%), Queens (18%, down from 27%), and Brooklyn (20%, down from 29%). page 61 9

11 Key Findings (continued) Service Attributes Among frequent users, satisfaction with many reservation service attributes continue to perform well in 2017, with roughly nine in ten being satisfied with all of the following: The courtesy of the reservations staff (92%); How long it takes for them to confirm the reservation (92%); Being able to get through to make a reservation (91%); The competence of the reservations staff (90%); and The ability to get a ride for the day or time you request it (87%, up from 83 in 2016%). Being picked up no later than 30 minutes after the scheduled pick-up time continues to be an area in need of improvement, though satisfaction is up from Among frequent users, nearly seven in ten (69%, up from 60%) are satisfied on this measure. For service attributes related to the trip experience, frequent riders continued to provide high satisfaction ratings for attributes related to the driver, with more than eight in ten being very or somewhat satisfied with each of the following in 2017: The drivers driving carefully and safely (92%, up from 88% in 2016); The courtesy of the drivers (89%); The drivers knowing how to get where they are going (83%, up from 78% in 2016). The length of the trips continues to receive the lowest ratings of all service attributes related to trip experience; however, three in four (75%) are now satisfied with the length of their trips, in general, ending the downward trend from page 20 10

12 Key Findings (continued) Access-A-Ride MetroCard As the implementation and integration of the Access-A-Ride MetroCard program continues, questions related to the program that were added in the 2013 fielding of this study continued to be asked. Overall, more than six in ten Access-A-Ride customers (61%) are aware of the Access-A-Ride MetroCard Program, up from 52% in Of those who are aware of the program, more than six in ten (65%) have received their Access-A-Ride MetroCard, down from 74% in Among those who have not received their Access-A-Ride MetroCard, almost four in ten (39%) said they would be interested in receiving a MetroCard by calling Access-A-Ride and selecting option 1 to request one. page 45 On-Time Performance A key area in need of improvement is on-time performance. In fact, customers most often mentioned on-time performance as the one aspect of Access-A-Ride that is most in need of improvement (27%). page 26 Similarly, one-half of frequent and occasional users (50%) said that Access-A-Ride usually picks them up within the standard for ontime pickup, up from 39% in Similarly, two in five frequent and occasional customers (39%) noted that Access-A-Ride sometimes picks them up within the standard for on-time pick up, down from 44% in About one in twelve customers (8%) said that Access-A-Ride picks rarely or never picks them up on time, down from 15% in On-time pickup appears to be strongly associated with overall satisfaction, as only one in four dissatisfied frequent and occasional users (25%) said that they are usually picked up within the standard for on-time pickup, while about six in ten satisfied frequent and occasional users (59%) say they are usually picked up on-time, up from 48% in Furthermore, two in ten dissatisfied users (17%) noted that Access-A-Ride rarely or never picks them up on time, while less than one in twenty (4%) satisfied customers said the same. page 34 11

13 Key Findings (continued) Option 7 and Option 8 When Calling Access-A-Ride Regarding Option 8, which gives customers the ability to give a commendation or make a complaint, nearly one-half of customers (47%) have used this feature when calling Access-A-Ride. Among these customers, about two in three (67%) are very or somewhat satisfied with the process. However, 70% of those who have called, did so to make a complaint. page 51 Regarding Option 7, which gives customers the ability to check the status of a trip or cancel a trip, almost one-half of customers (48%) have used this feature when calling Access-A-Ride. Among those who have used Option 7: 82% are satisfied with the feature when getting the status of a trip; 77% are satisfied with the feature when cancelling trips; and 74% are satisfied when reviewing upcoming trips. Customers who have used Option 7 were asked what comments or concerns, if any, they have regarding the feature. Many customers had positive comments, most commonly that they are very satisfied, like it, and have had no problems (16%). However, a very small minority of customers had negative comments, including that they don t like talking to a machine or prefer a live person (5%), and/or that it sometimes doesn t record the ID or birthdate correctly (5%). page 52 12

14 Supporting Tables When reading the charts in this section, note that some totals may not equal 100% due to rounding. Within the charts and graphs of the supporting tables comparing each year s data, boldface numbers and arrows denote statistical differences at the 95% confidence level. Up arrows (h) indicate a statistical increase in 2017 versus 2016, while down arrows (i) show a statistical decrease. Some tables compare both results across boroughs in 2017 as well as data across years. For those tables with both borough and annual comparisons, bold/italicized numbers indicate where a piece of data is statistically higher for one borough compared to another, with a footnote at the bottom of the chart detailing the statistical difference. 13

15 Supporting Tables Overall Satisfaction with Access-A-Ride Among Frequent/Occasional Users Year n = (2003) (2001) (2003) % % % Total: Satisfied h Very satisfied h Somewhat satisfied Total: Dissatisfied i Somewhat dissatisfied i Very dissatisfied i This question asked of: Frequent/Occasional Users Q4 Overall Satisfaction with Access-A-Ride Among Infrequent Users Year n = (300) (300) (300) % % % Total: Satisfied Very satisfied Somewhat satisfied Total: Dissatisfied Somewhat dissatisfied Very dissatisfied This question asked of: Infrequent Users Q4 Overall Satisfaction with Access-A-Ride Among All Users Year n = (2303) (2301) (2303) % % % Total: Satisfied h Very satisfied h Somewhat satisfied Total: Dissatisfied i Somewhat dissatisfied i Very dissatisfied i This question asked of: Total Sample Q4 Q4. Now please tell me how satisfied you are with Access-A-Ride, overall. Would you say you are? 14

16 Supporting Tables (continued) Overall Satisfaction with Access-A-Ride Service By Borough of Residence Among Frequent/Occasional Users 2017 Borough Bronx Manhattan Queens Brooklyn Staten Island n= (425) (434) (428) (416) (300) % % % % % Total: Satisfied Very satisfied Somewhat satisfied Total: Dissatisfied Somewhat dissatisfied Very dissatisfied This question asked of: Frequent/Occasional Users Bronx Very dissatisfied is significantly higher than Queens Very dissatisfied. Q4 Q4. Now please tell me how satisfied you are with Access-A-Ride, overall. Would you say you are? 15

17 Supporting Tables (continued) Trip Requests Trips Completed Overall Satisfaction Trip Requests and Trips Completed Year Change from ,812,524 7,837,614 7,837,126 <1% 6,360,165 6,395,430 6,170,876-4% Overall Satisfaction 67% 65% 74% +7 This question asked of: Total Sample 16

18 Supporting Tables (continued) Overall Satisfaction Trip Requests and Trips Completed By Borough of Residence Year Change from Bronx Trip Requests 1,281,213 1,328,590 1,189,423-10% Trips Completed 1,024,543 1,067, ,220-12% Overall Satisfaction 65% 63% 74%h +11 Manhattan Trip Requests 1,061,596 1,049,416 1,721, % Trips Completed 862, ,722 1,316, % Overall Satisfaction 66% 67% 69% +2 Queens Trip Requests 1,924,258 1,911,631 1,696,448-13% Trips Completed 1,569,816 1,566,177 1,357,299-15% Overall Satisfaction 69% 67% 75%h +8 Brooklyn Trip Requests 2,842,427 2,851,885 2,616,406-9% Trips Completed 2,321,347 2,334,500 2,075,532-12% Overall Satisfaction 67% 63% 74%h +11 Staten Island Trip Requests 642, , ,042-23% Trips Completed 534, , ,972-23% Overall Satisfaction 71% 72% 70% -2 This question asked of: Total Sample 17

19 Supporting Tables (continued) Access-A-Ride is a Good Value for the Money This question asked of: Total Sample Q7 Year n= (2303) (2301) (2303) % % % % Yes Q7. Considering the fare and the service provided by Access-A-Ride, would you say it is? 18

20 Supporting Tables (continued) Overall Access-A-Ride Service Among Frequent/Occasional Users Year n= (2003) (2001) (2003) This question asked of: Frequent/Occasional Users Q3 % % % Improved h Stayed the same Gotten worse i Overall Access-A-Ride Service Among Infrequent Users Year n= (300) (300) (300) This question asked of: Infrequent Users Q3 % % % Improved Stayed the same Gotten worse Overall Access-A-Ride Service Among All Users Year n= (2303) (2301) (2303) This question asked of: Total Sample Q3 % % % Improved h Stayed the same Gotten worse i Q3. Would you say that during the past year, overall, Access-A-Ride service has? 19

21 Supporting Tables (continued) Satisfaction with Specific Aspects of Access-A-Ride Service % Very or Somewhat Satisfied Among Frequent Users Year Making Trip Reservations n= (1378) (1375) (1378) % % % The courtesy of the reservations staff How long it takes for them to confirm the reservation Being able to get through to make a reservation The competence of the reservations staff The ability to get a ride for the day or time you request it How far in advance you need to call to make reservations Pickups n= (1378) (1375) (1378) % % % Being picked up no later than 30 minutes after the scheduled pick-up time Trip Experience n= (1378) (1375) (1378) % % % The drivers driving carefully and safely Courtesy of the drivers The drivers knowing how to get where they are going Length of the trips This question asked of: Frequent Users Q42a-e, 43a, 44a-f Q Now thinking about your experience with Access-A-Ride in the past 3-4 months, I d like you to tell me how satisfied you are with some specific aspects of Access-A-Ride service. For each aspect I mention, please tell me whether you are very satisfied, somewhat satisfied, somewhat dissatisfied or very dissatisfied. 20

22 Supporting Tables (continued) Satisfaction Overall vs. Last Trip Very/Somewhat Satisfied Among Frequent/Occasional Users Year This question asked of: Frequent/Occasional Users Q4, n = (2003) (2001) (2003) % % % Access-A-Ride Overall h Last Access-A-Ride Trip Difference Trip Overall This question asked of: Frequent/Occasional Users (n=2003) 2017 Overall Very dissatisfied is significantly lower than Overall Dissatisfied is significantly lower than Overall Very satisfied is significantly higher than Overall Net: Satisfied is significantly higher than Last Trip Very dissatisfied is significantly higher than Last Trip Somewhat satisfied is significantly higher than Last Trip Very satisfied is significantly higher than Last Trip Don t know/ Refused is significantly higher than Q4, 38 Overall-2015 Last trip-2015 Overall-2016 Last trip-2016 Overall-2017 Last trip % 22% 29%h Satisfaction Overall vs. Last Trip Among Frequent/Occasional Users % 55% 65%h 43% 42% 45% 24% 27% 20% 20%i 21% 17%i Very satisfied Somewhat satisfied Somewhat dissatsfied Very dissatsfied Don't know/refused Q4. Now please tell me how satisfied you are with Access-A-Ride, overall. Would you say you are? Q38. Overall, how satisfied were you with the trip we just discussed? Would you say you were? 8% 8% 7% 9% 12% 8% 8% 7%i 6%i Net: Satisfied 66% 81% 65% 2% 83% 74%h 85% 3% 3% 3% 1% 2%h 21

23 Supporting Tables (continued) Expected Future Usage of Access-A-Ride Among Frequent/Occasional Users Frequent Occasional n= (1378) (1375) (1378) (625) (626) (625) % % % % % % More often h h Less often About the same Not sure/don t know/refused i This question asked of: Frequent/Occasional Users. Q50B Q50B. In the next year or so would you expect to use Access-A-Ride, including vans, taxi rides and (broker car/voucher) service? 22

24 Summary Tables When reading the charts in this section, note that some charts may not equal 100% due to rounding. 23

25 Overall Satisfaction with Access-A-Ride This question asked of: Total Sample Q4 Overall Satisfaction with Access-A-Ride Frequent/Occasional Users Infrequent Users n= (2003) (2001) (2003) (300) (300) (300) % % % % % % Total: Satisfied Very satisfied Somewhat satisfied Total: Dissatisfied Somewhat dissatisfied Very dissatisfied Don t know/refused This question asked of: Frequent/Occasional Users Q4 Overall Satisfaction with Access-A-Ride by Borough of Residence Among Frequent/Occasional Users 2017 Borough Staten Bronx Manhattan Queens Brooklyn Island n= (425) (434) (428) (416) (300) % % % % % Total: Satisfied Very satisfied Somewhat satisfied Total: Dissatisfied Somewhat dissatisfied Very dissatisfied Don t know/refused Q4. Now please tell me how satisfied you are with Access-A-Ride, overall. Would you say you are? 24

26 Overall Satisfaction with Access-A-Ride (continued) Change in Overall Satisfaction With Access-A-Ride By Borough of Residence Very or Somewhat Satisfied Among Frequent/Occasional Users Very/Somewhat Satisfied Very Satisfied % % % % % % Total (n=2003) Bronx (n=425) Manhattan (n=434) Queens (n=428) Brooklyn (n=416) Staten Island (n=300) Difference: Highest Lowest Borough (% Pts) This question asked of: Frequent/Occasional Users (n sizes for 2017) Q4 Change in Overall Satisfaction With Access-A-Ride By Borough of Residence Very or Somewhat Dissatisfied Among Frequent/Occasional Users Very/Somewhat Dissatisfied Very Dissatisfied % % % % % % Total (n=2003) Bronx (n=425) Manhattan (n=434) Queens (n=428) Brooklyn (n=416) Staten Island (n=300) Difference: Highest Lowest Borough (% Pts) This question asked of: Frequent/Occasional Users (n sizes for 2017) Q4 Q4. Now please tell me how satisfied you are with Access-A-Ride, overall. Would you say you are? 25

27 Aspects in Need of Improvement This question asked of: Total Sample Top Mentions Q6 Aspects of Access-A-Ride Most In Need of Improvement By Borough of Residence Borough 2017 Total Bronx Manhattan Queens Brooklyn Staten Island n= (2303) (492) (497) (493) (481) (340) % % % % % % On-time performance/wait time Broker Car/Voucher service Travel time Access-A-Ride Drivers Access-A-Ride Vehicles Reservationists Q6. What one aspect of Access-A-Ride service would you say is most in need of improvement? Is it the? 26

28 Perceptions of Access-A-Ride as a Good Value Perceptions of Access-A-Ride as a Good Value For the Money By Borough of Residence and Level of Overall Satisfaction with Access-A-Ride Among Frequent/Occasional Users Year % % % Total (n=2003) Bronx (n=425) Manhattan (n=434) Queens (n=428) Brooklyn (n=416) Staten Island (n=300) By Level of Satisfaction with Access-A-Ride Satisfied (n=1467) Dissatisfied (n=484) This question asked of: Frequent/Occasional Users (n sizes for 2017) Q7 Q7. Considering the fare and the service provided by Access-A-Ride, would you say it is? 27

29 Overall Satisfaction With Last Access-A-Ride Trip Overall Satisfaction With Last Access-A-Ride Trip By Borough of Residence Among Frequent/Occasional Users Total Borough Bronx Manhattan Queens Brooklyn Staten Island n= (2003) (2001) (2003) (425) (434) (428) (416) (300) % % % % % % % % Total: Satisfied Very satisfied Somewhat satisfied Total: Dissatisfied Somewhat dissatisfied Very dissatisfied Don t know/refused This question asked of: Frequent/Occasional Users Q38 Q38. Overall, how satisfied were you with the trip we just discussed? Would you say you were? 28

30 Overall Satisfaction With Last Access-A-Ride Trip (continued) Change in Overall Satisfaction With Last Access-A-Ride Trip By Borough of Residence Among Frequent/Occasional Users Very/Somewhat Satisfied Very Satisfied Very/Somewhat Dissatisfied % % % % % % % % % Total (n=2003) Bronx (n=425) Manhattan (n=434) Queens (n=428) Brooklyn (n=416) Staten Island (n=300) This question asked of: Frequent/Occasional Users (n sizes for 2017) Q38 Q38. Overall, how satisfied were you with the trip we just discussed? Would you say you were? 29

31 Satisfaction with Specific Aspects of Access-A-Ride Satisfaction With Specific Aspects of Access-A-Ride Service Among Frequent Users Very/Somewhat Satisfied Very Satisfied Somewhat Satisfied Making Trip Reservations % % % % % % % % % Being able to get through to make a reservation How far in advance you need to call to make reservations The courtesy of the reservations staff The competence of the reservations staff The ability to get a ride for the day or time you request it How long it takes for them to confirm the reservation Pickups Being picked up no later than 30 minutes after the scheduled pick-up time Trip Experience Length of the trips The drivers knowing how to get where they are going Courtesy of the drivers The drivers driving carefully and safely This question asked of: Frequent Users (2015 n=1378; 2016 n=1375; 2017 n=1378) Q42a-e, 43a, 44a-f Q Now thinking about your experience with Access-A-Ride in the past 3-4 months, I d like you to tell me how satisfied you are with some specific aspects of Access-A-Ride service. For each aspect I mention, please tell me whether you are very satisfied, somewhat satisfied, somewhat dissatisfied or very dissatisfied. 30

32 Satisfaction with Specific Aspects of Access-A-Ride (continued) Satisfaction With Specific Aspects of Access-A-Ride Service Among Frequent Users Very/Somewhat Dissatisfied Very Dissatisfied Somewhat Dissatisfied Making Trip Reservations % % % % % % % % % Being able to get through to make a reservation How far in advance you need to call to make reservations The courtesy of the reservations staff The competence of the reservations staff The ability to get a ride for the day or time you request it How long it takes for them to confirm the reservation Pickups Being picked up no later than 30 minutes after the scheduled pick-up time Trip Experience Length of the trips The drivers knowing how to get where they are going Courtesy of the drivers The drivers driving carefully and safely This question asked of: Frequent Users (2015 n=1378; 2016 n=1375; 2017 n=1378) Q42a-e, 43a, 44a-f Q Now thinking about your experience with Access-A-Ride in the past 3-4 months, I d like you to tell me how satisfied you are with some specific aspects of Access-A-Ride service. For each aspect I mention, please tell me whether you are very satisfied, somewhat satisfied, somewhat dissatisfied or very dissatisfied. 31

33 Satisfaction with Specific Aspects of Access-A-Ride (continued) Satisfaction With Specific Aspects of Access-A-Ride Service % Very or Somewhat Satisfied By Borough of Residence Among Frequent Users 2017 Borough Bronx Manhattan Queens Brooklyn Staten Island Making Trip Reservations n= (301) (309) (303) (291) (174) % % % % % Being able to get through to make a reservation How far in advance you need to call to make reservations The courtesy of the reservations staff The competence of the reservations staff The ability to get a ride for the day or time you request it How long it takes for them to confirm the reservation Pickups n= (301) (309) (303) (291) (174) % % % % % Being picked up no later than 30 minutes after the scheduled pick-up time Trip Experience n= (301) (309) (303) (291) (174) % % % % % Length of the trips The drivers knowing how to get where they are going Courtesy of the drivers The drivers driving carefully and safely This question asked of: Frequent Users Q42a-e, 43a, 44a-f Q Now thinking about your experience with Access-A-Ride in the past 3-4 months, I d like you to tell me how satisfied you are with some specific aspects of Access-A-Ride service. For each aspect I mention, please tell me whether you are very satisfied, somewhat satisfied, somewhat dissatisfied or very dissatisfied. 32

34 Satisfaction with Specific Aspects of Access-A-Ride (continued) Satisfaction With Specific Aspects of Access-A-Ride Service % Very or Somewhat Dissatisfied By Borough of Residence Among Frequent Users 2017 Borough Bronx Manhattan Queens Brooklyn Staten Island Making Trip Reservations n= (301) (309) (303) (291) (174) % % % % % Being able to get through to make a reservation How far in advance you need to call to make reservations The courtesy of the reservations staff The competence of the reservations staff The ability to get a ride for the day or time you request it How long it takes for them to confirm the reservation Pickups n= (301) (309) (303) (291) (174) % % % % % Being picked up no later than 30 minutes after the scheduled pick-up time Trip Experience n= (301) (309) (303) (291) (174) % % % % % Length of the trips The drivers knowing how to get where they are going Courtesy of the drivers The drivers driving carefully and safely This question asked of: Frequent Users Q42a-e, 43a, 44a-f Q Now thinking about your experience with Access-A-Ride in the past 3-4 months, I d like you to tell me how satisfied you are with some specific aspects of Access-A-Ride service. For each aspect I mention, please tell me whether you are very satisfied, somewhat satisfied, somewhat dissatisfied or very dissatisfied. 33

35 Frequency of On-Time Pickup How Often Access-A-Ride Picks You Up Within Its Standard for On-Time Pick-Up Among Frequent/Occasional Users 2015 Total Frequent Users Occasional Users This question asked of: Frequent/Occasional Users 1 Note: Satisfied are those very or somewhat satisfied with Access-A-Ride. Dissatisfied are those very or somewhat dissatisfied with Access-A-Ride. Q40C n= (2003) (2001) (2003) (1378) (625) % % % % % Usually Sometimes Rarely or Never Don t know/refused This question asked of: Frequent/Occasional Users Q40C How Often Access-A-Ride Picks You Up Within Its Standard for On-Time Pick-Up By Overall Satisfaction Among Frequent/Occasional Users Satisfied Overall Satisfaction 1 Dissatisfied n= (1328) (1316) (1467) (607) (638) (484) % % % % % % Usually Sometimes Rarely or Never Don t know/refused Q40C. Based on your experience, how often does Access-A-Ride pick you up within the standard for on-time pickup? That is, no later than 30 minutes after the time of your scheduled pick up. Would you say they? 34

36 Frequency of On-Time Pick-up (continued) How Often Access-A-Ride Picks You Up Within Its Standard for On-Time Pick-Up By Borough of Residence Among Frequent/Occasional Users 2017 Borough Bronx Manhattan Queens Brooklyn Staten Island n= (425) (434) (428) (416) (300) % % % % % Usually Sometimes Rarely or Never Don t know/refused This question asked of: Frequent/Occasional Users Q40C Q40C. Based on your experience, how often does Access-A-Ride pick you up within the standard for on-time pickup? That is, no later than 30 minutes after the time of your scheduled pick up. Would you say they? 35

37 Frequency of On-Time Pick-up (continued) Change in How Often Access-A-Ride Picks You Up Within Its Standard for On-Time Pick-Up By Frequency of Use, Overall Satisfaction and Borough Among Frequent/Occasional Users Usually Sometimes % % % % % % Total User Frequency Frequent Occasional Overall Satisfaction Satisfied Dissatisfied Borough of Residence Bronx Manhattan Queens Brooklyn Staten Island This question asked of: Frequent/Occasional Users (2015 n=2003; 2016 n=2001; 2017 n=2003) Q40C Q40C. Based on your experience, how often does Access-A-Ride pick you up within the standard for on-time pickup? That is, no later than 30 minutes after the time of your scheduled pick up. Would you say they? 36

38 Perceptions of Changes in Overall Service Perceptions of Changes in Overall Access-A-Ride Service During the Past Year By Borough of Residence Among Frequent/Occasional Users Total Borough Bronx Manhattan Queens Brooklyn Staten Island n= (2003) (2001) (2003) (425) (434) (428) (416) (300) % % % % % % % % Improved Stayed about the same Gotten worse Don t know/refused This question asked of: Frequent/Occasional Users Q3 Q3. Would you say that during the past year, overall, Access-A-Ride service has? 37

39 Perceptions of Changes in Overall Service (continued) Changes in Access-A-Ride Reservation Service/Trips Experience Among Frequent/Occasional Users Year Access-A-Ride s Reservation Service n= (2003) (2001) (2003) % % % Improved Stayed the same Gotten worse Don t know/refused Access-A-Ride s Trips n= (2003) (2001) (2003) This question asked of: Frequent/Occasional Users Q40F, 40J % % % Improved Stayed the same Gotten worse Don t know/refused Q40F. Now think again about making reservations for a ride. In the past year, would you say that Access-A-Ride s Reservation Service has? Q40J. Now think again about the rides or trips provided by Access-A-Ride. In the past year, would you say that your experience with Access-A-Ride trips has? 38

40 Perceptions of Changes in Access-A-Ride Reservation Service Perceptions of Changes in Access-A-Ride Reservation Service Among Frequent/Occasional Users This question asked of: Frequent/Occasional Users Q40F Year n= (2003) (2001) (2003) % % % Improved Stayed about the same Gotten worse Don t know/refused Perceptions of Changes in Access-A-Ride s Reservation Service During the Past Year By Borough of Residence Among Frequent/Occasional Users 2017 Borough Staten Bronx Manhattan Queens Brooklyn Island n= (425) (434) (428) (416) (300) This question asked of: Frequent/Occasional Users Q40F % % % % % Improved Stayed about the same Gotten worse Don t know/refused Q40F. Now think again about making reservations for a ride. In the past year, would you say that Access-A-Ride s Reservation Service has? 39

41 Reasons for Changes in Access-A-Ride Reservation Service Ways in Which the Access-A-Ride Reservation Service Has Improved/Gotten Worse by Perceptions of Changes in Access-A-Ride Reservation Service Among Frequent/Occasional Users Improved Gotten Worse n= (849) (721) (729) (88) (150) (110) % % % % % % Manner/Performance of reservationists Phone answering promptness On-time performance Availability of rides Reservationists knowledge Number of errors Hours/Schedules/Routes Can t understand them/don t speak English Reference to reservation system (Unspecified) This question asked of: Frequent/Occasional Users who feel the Reservation Service has changed Multiple Responses Accepted; Select Mentions Q40G Non-specific reference to service 2 < Get put on hold too long/too frequently n/a n/a n/a Q40G. In what ways has the Reservation Service (improved/gotten worse)? 40

42 Overview of Performance of Key Elements of Last Trip Overview of Performance of Key Elements of the Last Trip with Access-A-Ride Among Frequent/Occasional Users Year On-Time Pick-up n= (2003) (2001) (2003) Picked up no later than 30 minutes after the time you were scheduled to be picked up 76% 78% 81% Courtesy of Driver 1 n= (2003) (2001) (1998) Driver was courteous 96% 93% 96% Operation of Vehicle 1 n= (2003) (2001) (1998) Driver operated the vehicle in a careful and safe manner 96% 95% 97% Trip Time 1 n= (2003) (2001) (1998) Trip took a reasonable amount of time 86% 85% 88% Driver s Assistance 1 n= (2003) (2001) (1998) Needed driver s assistance after out of the vehicle 38% 37% 35% Driver s Offer of Assistance 2 n= (759) (725) (689) Driver offered to assist 93% 91% 91% This question asked of: Frequent/Occasional Users 1 This question asked of: Frequent/Occasional Users who were picked-up 2 This question asked of: Frequent/Occasional Users who needed driver s assistance Q21A, 23, 23A, 24, 30A-B Q21A. Were you picked up by Access-A-Ride within the standard for on-time pickup? That is, no later than 30 minutes after the time you were scheduled to be picked up. Q23. Was the driver courteous? Q23A. Did the driver operate the vehicle in a careful and safe manner? Q24. Did the trip take a reasonable amount of time? Q30A. Speaking again about your last Access-A-Ride trip, did you need the driver s assistance after you were out of the vehicle? Q30B. Did the driver assist you after you were getting out of the vehicle? 41

43 Ever Called to Ask a Question or Report a Problem Ever Called Access-A-Ride to Ask a Question or Report a Problem By User Frequency, Level of Satisfaction and Borough of Residence Year Total n= (2303) (2301) (2303) 62% 64% 59% Frequent Users n= (1378) (1375) (1378) 70% 72% 68% Occasional Users n= (625) (626) (625) 55% 55% 51% Infrequent Users n= (300) (300) (300) 39% 47% 38% Satisfied (Frequent/Occasional Users) n= (1328) (1316) (1467) 60% 61% 58% Dissatisfied (Frequent/Occasional Users) n= (607) (638) (484) 78% 79% 80% Bronx (Frequent/Occasional Users) n= (428) (422) (425) 69% 70% 67% Units Called When Asking a Question or Reporting a Problem 2017 Year 2017 n= (1396) Eligibility 22% Subscriptions 9 Some other unit 60 Don t know/can t recall 19 This question asked of: Those who have called or had someone call Access- A-Ride to ask a question or report a problem *Multiple responses accepted Q57F1 Manhattan (Frequent/Occasional Users) n= (430) (427) (434) This question asked of: Total Sample Q57 69% 70% 65% Queens (Frequent/Occasional Users) n= (425) (431) (428) 65% 65% 57% Brooklyn (Frequent/Occasional Users) n= (417) (419) (416) 64% 67% 64% Staten Island (Frequent/Occasional Users) n= (303) (302) (300) 57% 58% 60% Q57. Besides calling for reservations, or calling on the day of your trip, have you ever called Access-A-Ride to ask a question or report a problem? Q57F1. Which of the following units did you call? 42

44 Level of Satisfaction with Results of Last Call Whether Satisfied With the Results of Last Call to Access-A-Ride By Overall Satisfaction Among Frequent/Occasional Users 2017 Overall Satisfaction 1 Satisfied Dissatisfied n= (853) (392) % % Satisfied Dissatisfied Don t know/refused 6 5 This question asked of: Frequent/Occasional Users who called to ask a question or report a problem 1 Note: Satisfied are those very or somewhat satisfied with Access-A-Ride. Dissatisfied those very or somewhat dissatisfied with Access-A-Ride. Q57F Whether Satisfied With the Results of Last Call to Access-A-Ride By Borough of Residence Among Frequent/Occasional Users Total Borough Bronx Manhattan Queens Brooklyn This question asked of: Frequent/Occasional Users who called to ask a question or report a problem Q57F Staten Island n= (1322) (1333) (1272) (288) (288) (246) (273) (177) % % % % % % % % Satisfied Dissatisfied Don t know/refused Q57F. How satisfied were you with the results? Would you say you were? 43

45 Expected Future Use of Access-A-Ride Expected Usage of Access-A-Ride in Upcoming Year This question asked of: Total Sample 1 This question asked of: Those who expect to use AAR less often in the next year *Multiple Responses Accepted, Top Mentions **Caution: Small Base Q50B-50C Frequent Users Occasional Users Infrequent Users Expected Use in Upcoming Year n= (2303) (2301) (2303) (1378) (625) (300) % % % % % % More often Less often About the same Not sure Refused Why Expect to Use AAR Less Often n= in the Next Year 1 * (45)** (61) (42)** (25)** (9)** (8)** % % % % % % Total: Less need Healthier/Better physical shape Fewer doctor s appointments Working less/retired Don t go out as much No need (not specific) Moving They are unreliable Medical limitations (i.e., less able to go out) Service (Other) People/Personnel/Poor treatment Other Q50B. In the next year or so would you expect to use Access-A-Ride, including vans, taxi rides and (broker car/voucher) service? Q50C. Why do you expect to use Access-A-Ride less often in the next year or so? 44

46 Interest in Access-A-Ride MetroCard Trips Awareness and Interest in MetroCard Program This question asked of: Total Sample 1 This question asked of: Those who are aware of the Access-A-Ride MetroCard 2 This question asked of: Those who do not have an Access-A-Ride MetroCard *New question added in Q B Awareness of AAR MetroCard That Will Allow Fixed-Route Transit Trips Free of Charge (2303) (2301) (2303) % Aware 51% 52% 61% Have AAR MetroCard 1 (1158) (1185) (1386) % Yes 76% 74% 65% Interest in Receiving Access-A-Ride MetroCard 2* (481) Yes 39% No 56 Q Are you aware of the Access-A-Ride MetroCard, which allows customers to take up to four free bus or subway rides per day? Q44.60A. Do you have an Access-A-Ride MetroCard? Q44.60B. Would you be interested in receiving an Access-A-Ride MetroCard, by calling Access-A-Ride and selecting option 1 to request one? 45

47 Approval/Usage of Specific Vehicles Approval and Usage of Yellow or Green Taxi Service Received Approval and Taken a Ride in Vehicles n= (1726) Yellow or green taxi 43% Satisfaction with Yellow or Green Taxi 1 n= (774) % Total: Satisfied 85 Very satisfied 64 Somewhat satisfied 21 Total: Dissatisfied 12 Somewhat dissatisfied 5 Very dissatisfied 6 Approval and Usage of Yellow or Green Accessible Taxi Service Received Approval and Taken a Ride in Vehicles n= (237) % Yellow or green accessible taxi 27 Satisfaction with Aspects of Yellow or Green Taxi 2* n= (654) On-time performance/don t have to wait/arrive early 40 Drivers are courteous/friendly/helpful 17 Good service/like the service (not specific) 10 Personnel/Employees are good/helpful/courteous/professional (not specific) 8 Dissatisfaction with Aspects of or Green Yellow Taxi 3* n= (97) Have trouble getting in and out of vehicles/vehicles are too small 19 (Some) Drivers not courteous/kind/helpful 13 Hard/Takes too long to get reimbursed 13 (Sometimes) Don t show up/cancel trips 12 Not on time/poor on-time performance (not specific) 8 (Some) Drivers don t wait/don t stop to pick me up/pass me by 8 % % Satisfaction with Yellow or Green Accessible Taxi 1* n= (67) % Total: Satisfied 78 Very satisfied 46 Somewhat satisfied 32 Total: Dissatisfied 16 Somewhat dissatisfied 11 Very dissatisfied 6 Those asked these questions altered in Trending impacted. This question asked of: Wheelchair users living in Brooklyn, Queens, Manhattan or the Bronx 1 This question asked of: Those who are have received approval and taken a ride in vehicle Q Those asked these questions altered in Trending impacted. This question asked of: Those who are not wheelchair users living in Brooklyn, Queens, Manhattan or the Bronx 1 This question asked of: Those who have received approval and taken a ride in vehicle 2 This question asked of: Those who are satisfied with the vehicle provided through AAR 3 This question asked of: Those who are dissatisfied with the vehicle provided through AAR *Multiple Responses Accepted; Top Mentions **Caution: Small Base Q Q44.1. In the past 6 months, when calling Access-A-Ride to reserve a trip, have you received approval for and taken a ride in a (INSERT MODE) with costs paid for with your usual Access-A-Ride fare or reimbursed by Access-A-Ride? Q44.2. How satisfied were you with the (INSERT MODE) approved by Access-A-Ride? Would you say you are very satisfied, somewhat satisfied, somewhat dissatisfied or very dissatisfied? Q44.3. Why do you say you are (INSERT RATING) with the (INSERT MODE)? 46

48 Concerns with Accessible Taxi Providing Access-a-Ride Trip Concerns with Accessible Yellow Taxi Providing Access-A-Ride Trip Year Have Concerns with Yellow or Green Accessible Taxi Providing Access-A-Ride Trip, Instead of an Access- A-Ride Vehicle (2301) (2303) Yes 22% 25% No Have not been in vehicle yet/don t know/refused Concerns with Using Yellow or Green Accessible Taxi Dispatched Through Access-A-Ride¹* (495) (573) Vehicles are difficult to get in and out of 20% 21% I required a lift/have a wheelchair/rollator/scooter Vehicles are uncomfortable/too small Late pick-ups/unreliability/no shows 7 12 Costs more money/sometimes I don t have money/have to wait for reimbursement Feel safer/prefer Access-A-Ride 8 10 Question wording changed in 2017 to include green accessible taxis. This question asked of: Total sample 1 This question asked of: Those who have concerns with using a yellow or green accessible taxi *Multiple Responses Accepted; Top Mentions Q44.63, Q44.64 Q44.63 Do you have any concerns with a yellow or green accessible taxi providing your Access-A-Ride trip, instead of an Access-A-Ride van or sedan? Q44.64 What concerns do you have with using a yellow or green accessible taxi dispatched through Access-A-Ride? 47

49 Recertification and Assessment Centers Recertification of Customers and Assessment Center Facilities By Borough of Residence Borough Bronx Manhattan Queens Brooklyn Staten Island Application/Recertification n= (2303) (2301) (2303) (492) (497) (493) (481) (340) Applied for/recertified in % 38% 37% 41% 37% 35% 36% 37% Personal Interviews 1 n= (840) (867) (860) (203) (185) (171) (172) (129) Gone to assessment center and had personal interview with health care professional 77% 76% 77% 82% 73% 71% 79% 82% Phone Reservationists 2 n= (600) (624) (628) (155) (132) (112) (129) (100) Phone reservationist was courteous 96% 96% 97% 98% 94% 93% 98% 97% Phone reservationist was competent This question asked of: Total Sample 1 This question asked of: Those who have applied for or been recertified in This question asked of: Those who spoke to a phone representative prior to assessment 3 This question asked of: Those who went to an assessment center and had a personal interview 4 This question asked of: Those who arrived at the assessment center at or before scheduled appointment time Q67A, 67, Arrival at Center 3 n= (640) (663) (665) (167) (135) (122) (136) (105) Arrived at assessment center at or before scheduled appointment 93% 94% 95% 99% 93% 93% 95% 96% Scheduled Evaluation 4 n= (593) (625) (634) (165) (126) (113) (129) (101) Evaluation took place at scheduled time/within a reasonable amount of time 91% 91% 93% 95% 90% 94% 92% 92% Assessment Facilities 3 n= (640) (663) (665) (167) (135) (122) (136) (105) Assessment facility was clean 94% 95% 95% 98% 96% 88% 97% 95% Assessment facility s waiting area was comfortable Treated with courtesy and respect by employees Q67A. Did you apply for or were you recertified for Access-A-Ride in 2017? Q67. Did you go to an assessment center and have a personal interview with a health care professional? Q67.1. When you were informed that you are required to go to an assessment center for an evaluation, was the phone representative courteous? Q67.2. Was the phone representative competent? Q Did you arrive at the assessment center at or before your scheduled appointment time? Q67.3. Did your evaluation take place at the scheduled appointment time, or within a reasonable amount of time of the scheduled time? Q67.4. Was the assessment facility clean? Q67.5. Was the assessment facility s waiting area comfortable? Q67.6. Were you treated with courtesy and respect by the employees at the assessment center? 48

50 Access to Mobile Phone When Using Access-A-Ride Access to Mobile Phone When Using Access-A-Ride 2017 Cell Phone Penetration n= (2303) Yes 91% No 9 Smart Phone Ownership 1 n= (2107) Yes 49% No 48 Mobile Phone Availability While Traveling on Access-A-Ride 1 n= (2107) Yes 99% No 1 This question asked of: Total Sample 1 This question asked of: Those who have a cell phone Q40.3-Q40.5 Q40.3. Do you have a cell phone? Q40.4. Do you own a smart phone? A smart phone is a cell phone that can be used to access the internet, like a computer. Q40.5. Do you carry your [cell phone/smart phone] with you when you travel with Access-A-Ride? 49

51 Accessibility to Other Transportation During Weather Emergency This question asked of: Total Sample Q68 Accessibility to Provided Transportation in the Event of a Weather Emergency By Borough of Residence Borough Bronx Manhattan Queens Brooklyn Staten Island n= (2303) (2301) (2303) (492) (497) (493) (481) (340) % % % % % % % % % Yes Q68. If you learned about a pending weather emergency, such as a hurricane, major snowstorm or flood, which required you to evacuate your home, do you have relatives, friends, or others that would provide you with transportation to an evacuation center or other safe location? 50

52 Calling Access-A-Ride and Selecting Option 8 Use of Option 8 When Calling Access-A-Ride Selected Option 8 When Calling Access-A-Ride to Give n= Commendation or Make a Complaint (2303) % (2301) % Yes % (2303) % Satisfaction When Giving Commendation or Making a n= (1056) Complaint 1 % (1131) Total: Satisfied Very satisfied Somewhat satisfied Total: Dissatisfied Somewhat dissatisfied Very dissatisfied % (1074) % Calling to Give a Commendation or Make a Complaint 1,3 n= (1074) Commendation 25% Complaint 70 Follow-Up to Making a Complaint *2,3 n= (746) Net: Received Follow-Up 55% Phone call 31 Written Response 29 None/Neither 41 Reasons Why Dissatisfied When Giving Commendation or n= Making a Complaint *1,3 (329) They never get back to you/no feedback/no response 27% They did not resolve the problem/it happened again 14% Some of the representatives are rude/don t seem to care 13% It feels like it goes nowhere/doesn t get looked at 11% Question wording changed in 2017 to remove reference to the toll-free number. This question asked of: Total Sample 1 This question asked of: Those who have called AAR and selected Option 8 to give a commendation or make a complaint 2 This question asked of: Those who have called AAR to make a complaint 3 Question added in *Multiple responses accepted, Top Mentions Q73-73D Q73. When calling Access-A-Ride, have you ever selected Option 8 to give a commendation or make a complaint? Q73A. How satisfied are you when calling to give a commendation or make a complaint? Would you say you are? Q73B. During your most recent call, was it to give a commendation or make a complaint? Q73C. Did you receive either a phone call or written follow-up to your complaint? Q73D. Why were you dissatisfied when giving a commendation or making a complaint? 51

53 Calling Access-A-Ride and Selecting Option 7 Use of Option 7 When Calling Access-A-Ride Selected Option 7 When Calling Access-A-Ride to Check Trip Status or Cancel a Trip (2303) (2301) (2303) % Yes 49% 53% 48% Comments or Concerns Regarding Automated Phone System 1* (1130) % (1217) % (1120) % Very satisfied/like it/no problems (not specific) Don t like talking to a machine/prefer a live person (Sometimes) Doesn t record ID or birthdate correctly Arrival times are not accurate It s This okay/alright question asked of: Total Sample This question asked of: Those who have called AAR and selected Option 7 to use the automated phone system for assistance *Multiple Responses Accepted, Top Mentions Q74, 75 Satisfaction With Option 7 When Calling Access-A-Ride Satisfaction With Automated Phone System When (1130) (1217) (1120) Getting the Status of a Trip % % % Total: Satisfied Very satisfied Somewhat satisfied Total: Dissatisfied Somewhat dissatisfied Very dissatisfied Have not used Satisfaction With Automated Phone System When Reviewing Upcoming Trips (1130) % (1217) % (1120) % Total: Satisfied Very satisfied Somewhat satisfied Total: Dissatisfied Somewhat dissatisfied Very dissatisfied Have not used Satisfaction With Automated Phone System When Cancelling Trips (1130) % (1217) % (1120) % Total: Satisfied Very satisfied Somewhat satisfied Total: Dissatisfied Somewhat dissatisfied Very dissatisfied Have not used This question asked of: Those who have called AAR and selected Option 7 to use the automated phone system for assistance Q74A-C Q74. When calling Access-A-Ride, have you ever selected the new Option 7 to use the automated phone system for assistance with checking the status of a trip, or cancelling a trip? Q74A-C. How satisfied are you with the automated phone system when using each of the following features? For each feature I mention, please tell me whether you are very satisfied, somewhat satisfied, somewhat dissatisfied or very dissatisfied, or if this is a feature you have not used? Q75. What comments or concerns, if any, do you have regarding the new automated phone system? 52

54 Rider Profile 53

55 Rider Profile Total This question asked of: Total Sample S1B Subscriber Type User Type Frequent Occasional Infrequent n= (2303) (1378) (625) (300) % % % % Conditional Full S1B. Subscriber Type (RECORD FROM SAMPLE, DO NOT ASK) 54

56 Rider Profile (continued) Demographics User Type User Type Total Frequent Occasional Infrequent Total Frequent Occasional Infrequent n= (2303) (1378) (625) (300) n= (2303) (1378) (625) (300) Age % % % % Employment % % % % Under Employed to Not employed to Don t know/refused <1 1 < to or older n= (259) (217) (28)* (14)* Refused 1 1 <1 1 Employment Status % % % % Mean (in years) Full-time Median (in years) Part-time Don t know/refused Gender % % % % Male Female This question asked of: Total Sample 1 This question asked of: Those who are employed *Caution: Small Base D1, B, D4-D4A D1. The following questions are for classification purposes only, and will be kept strictly confidential. Into which of the following categories does your age fall? B. Gender D4. Are you employed? D4A. Are you employed full-time or part-time? 55

57 Rider Profile (continued) Support Devices and Personal Care Attendants User Type Total Frequent Occasional Infrequent Use of Support Devices n= (2303) (1378) (625) (300) % % % % *Total: Any A support cane A walker/roller walker A manual wheel chair A motorized wheel chair Braces A long cane (for the blind) A scooter Do not/don t know if/refused if use a support device Travel with a personal care attendant 1 n= (1855) (1127) (494) (234) % % % % Yes This question asked of: Total Sample 1 This question asked of: Those who travel with a support device *Multiple Responses Accepted; Top Mentions D3A-D3C D3A. Do you normally use a support device of any kind when traveling? D3B. What type of support device do you use? D3C. Do you normally travel with a personal care attendant? 56

58 Appendix 57

59 History Tables Overall Satisfaction with Access-A-Ride Among Frequent/Occasional Users Year n= (1540) (1734) (1988) (2011) (2004) (2006) (2015) (2012) (2003) (2010) (2004) (2001) (2008) (2002) (2006) (2003) (2001) (2003) % % % % % % % % % % % % % % % % % % Total: Satisfied h Very satisfied h Somewhat satisfied Total: Dissatisfied i Somewhat dissatisfied i Very dissatisfied i This question asked of: Frequent/Occasional Users Q4 Overall Satisfaction with Access-A-Ride Among Infrequent Users Year n= (300) (300) (301) (303) (301) (301) (303) (301) (303) (302) (301) (300) (301) (301) (298) (300) (300) (300) % % % % % % % % % % % % % % % % % % Total: Satisfied Very satisfied Somewhat satisfied Total: Dissatisfied Somewhat dissatisfied Very dissatisfied This question asked of: Infrequent Users Q4 Q4. Now please tell me how satisfied you are with Access-A-Ride, overall. Would you say you are? 58

60 History Tables (continued) Change in Overall Satisfaction with Access-A-Ride By Borough of Residence Very or Somewhat Satisfied Among Frequent/Occasional Users Year % % % % % % % % % % % % % % % % % % Total (n=2003) h Bronx (n=425) h Manhattan (n=434) Queens (n=428) h Brooklyn (n=416) h Staten Island (n=300) Difference: Highest Lowest Borough (% Pts) This question asked of: Frequent/Occasional Users (n sizes for 2017) Q4 Change in Overall Satisfaction with Access-A-Ride By Borough of Residence Very Satisfied Among Frequent/Occasional Users Year % % % % % % % % % % % % % % % % % % Total (n=2003) h Bronx (n=425) h Manhattan (n=434) Queens (n=428) Brooklyn (n=416) h Staten Island (n=300) Difference: Highest Lowest Borough (% Pts) This question asked of: Frequent/Occasional Users (n sizes for 2017) Q4 Q4. Now please tell me how satisfied you are with Access-A-Ride, overall. Would you say you are? 59

61 History Tables (continued) Change in Overall Satisfaction with Access-A-Ride By Borough of Residence Very or Somewhat Dissatisfied Among Frequent/Occasional Users Year % % % % % % % % % % % % % % % % % % Total (n=2003) i Bronx (n=425) i Manhattan (n=434) Queens (n=428) i Brooklyn (n=416) i Staten Island (n=300) Difference: Highest Lowest Borough (% Pts) This question asked of: Frequent/Occasional Users (n sizes for 2017) Q4 Change in Overall Satisfaction with Access-A-Ride By Borough of Residence Very Dissatisfied Among Frequent/Occasional Users Year % % % % % % % % % % % % % % % % % % Total (n=2003) i Bronx (n=425) Manhattan (n=434) i Queens (n=428) i Brooklyn (n=416) i Staten Island (n=300) Difference: Highest Lowest Borough (% Pts) This question asked of: Frequent/Occasional Users (n sizes for 2017) Q4 Q4. Now please tell me how satisfied you are with Access-A-Ride, overall. Would you say you are? 60

62 History Tables (continued) This question asked of: Frequent/Occasional Users (n sizes for 2017) Q3 Perceptions of Changes in Overall Access-A-Ride Service During the Past Year Improved By Borough of Residence Among Frequent/Occasional Users Year % % % % % % % % % % % % % % % % % % Total (n=2003) h Bronx (n=425) h Manhattan (n=434) h Queens (n=428) Brooklyn (n=416) h Staten Island (n=300) This question asked of: Frequent/Occasional Users (n sizes for 2017) Q3 Perceptions of Changes in Overall Access-A-Ride Service During the Past Year Gotten Worse By Borough of Residence Among Frequent/Occasional Users Year % % % % % % % % % % % % % % % % % % Total (n=2003) i Bronx (n=425) i Manhattan (n=434) i Queens (n=428) i Brooklyn (n=416) i Staten Island (n=300) Q3. Would you say that during the past year, overall, Access-A-Ride service has? 61

63 History Tables (continued) Perceptions of Access-A-Ride as a Good Value For the Money By Borough of Residence And Level of Overall Satisfaction with Access-A-Ride Among Frequent/Occasional Users Year % % % % % % % % % % % % % % % % % % Total (n=2003) h Bronx (n=425) Manhattan (n=434) i Queens (n=428) h Brooklyn (n=416) h Staten Island (n=300) By Level of Satisfaction with Access-A-Ride Satisfied (n=1467) Dissatisfied (n=484) This question asked of: Frequent/Occasional Users (n sizes for 2017) Q7 Q7. Considering the fare and the service provided by Access-A-Ride, would you say it is? 62

64 History Tables (continued) Change in Overall Satisfaction with Last Access-A-Ride Trip By Borough of Residence Very/Somewhat Satisfied Among Frequent/Occasional Users % % % % % % % % % % % % % % % % % % Total (n=2003) Bronx (n=425) h Manhattan (n=434) h Queens (n=428) Brooklyn (n=416) Staten Island (n=300) This question asked of: Frequent/Occasional Users (n sizes for 2017) Q38 Change in Overall Satisfaction with Last Access-A-Ride Trip By Borough of Residence Very Satisfied Among Frequent/Occasional Users % % % % % % % % % % % % % % % % % % Total (n=2003) h Bronx (n=425) h Manhattan (n=434) h Queens (n=428) h Brooklyn (n=416) h Staten Island (n=300) This question asked of: Frequent/Occasional Users (n sizes for 2017) Q38 Change in Overall Satisfaction with Last Access-A-Ride Trip By Borough of Residence Very/Somewhat Dissatisfied Among Frequent/Occasional Users % % % % % % % % % % % % % % % % % % Total (n=2003) i Bronx (n=425) i Manhattan (n=434) i Queens (n=428) Brooklyn (n=416) Staten Island (n=300) This question asked of: Frequent/Occasional Users (n sizes for 2017) Q38 Q38. Overall, how satisfied were you with the trip we just discussed? Would you say you were? 63

65 History Tables (continued) Change in How Often Access-A-Ride Picks You Up Within the Standard for On-Time Pick-up By Frequency of Use, Overall Satisfaction and Borough Among Frequent/Occasional Users Usually Sometimes % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % % Total h i User Frequency Frequent Occasional h 54 h i Overall Satisfaction Satisfied h Dissatisfied i 55 h Borough of Residence Bronx Manhattan Queens Brooklyn This question asked of: Frequent/Occasional Users (2001 n=2004; 2003 n=2006; 2004 n=2015; 2005 n=2012; 2006 n=2003; 2007 n=2010; 2008 n=2004; 2011 n=2001; 2012 n=2008; 2013 n=2002; 2014 n=2006; 2015 n=2003; 2016 n=2001, 2017 n=2003) Q40C 51 h 47 h 53 h 48 h Staten Island i Q40C. Based on your experience, how often does Access-A-Ride pick you up within the standard for on-time pickup? That is, no later than 30 minutes after the time of your scheduled pick up. Would you say they? 64

66 History Tables (continued) Perceptions of Changes in Access-A-Ride Reservation Service Among Frequent/Occasional Users Year n= (1734) (1988) (2011) (2004) (2006) (2015) (2012) (2003) (2010) (2004) (2001) (2008) (2002) (2006) (2003) (2001) (2003) % % % % % % % % % % % % % % % % % Improved Stayed about the same Gotten worse i Don t know/refused h This question asked of: Frequent/Occasional Users Q40F Q40F. Now think again about making reservations for a ride. In the past year, would you say that Access-A-Ride s Reservation Service has? 65

67 History Tables (continued) Ways in Which the Access-A-Ride Reservation Service Has Improved/Gotten Worse by Perceptions of Changes in Access-A-Ride Reservation Service Among Frequent/Occasional Users Improved n= (452) (683) (676) (599) (826) (706) (632) (623) (651) (629) (542) (604) (1340) (1042) (849) (721) (729) % % % % % % % % % % % % % % % % % Manner/Performance of reservationists n/a n/a n/a n/a n/a Phone answering promptness On-time performance Reservationists knowledge n/a n/a n/a n/a n/a n/a Number of errors n/a n/a n/a n/a n/a n/a - < Can t understand/don t speak English n/a n/a n/a n/a n/a n/a < Reference to reservation system (Unspecified) n/a n/a n/a n/a n/a n/a < Hours/Schedules/Routes <1 < h Non-specific reference to service n/a n/a n/a n/a n/a n/a Get put on hold too long/too frequently n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a Ways in Which the Access-A-Ride Reservation Service Has Improved/Gotten Worse by Perceptions of Changes in Access-A-Ride Reservation Service Among Frequent/Occasional Users Gotten Worse n= (230) (247) (152) (155) (113) (91) (109) (115) (108) (149) (198) (159) (45)* (84) (88) (150) (110) This question asked of: Frequent/Occasional Users who feel the Reservation Service has changed Multiple Responses Accepted; Select Mentions *Caution: Small Base n/a=data not available Q40G % % % % % % % % % % % % % % % % % Manner/Performance of reservationists n/a n/a n/a n/a n/a n/a Phone answering promptness On-time performance Reservationists knowledge n/a n/a n/a n/a n/a n/a Number of errors n/a n/a n/a n/a n/a n/a Can t understand/don t speak English n/a n/a n/a n/a n/a n/a Reference to reservation system (Unspecified) n/a n/a n/a n/a n/a n/a Hours/Schedules/Routes Non-specific reference to service n/a n/a n/a n/a n/a n/a Get put on hold too long/too frequently n/a n/a n/a n/a n/a n/a Q40G. In what ways has the Reservation Service (improved/gotten worse)? 66

68 History Tables (continued) Overview of Performance of Key Elements of the Last Trip with Access-A-Ride Among Frequent/Occasional Users Year On Time Pick-up n= (1540) (1734) (1988) (2011) (2004) (2006) (2015) (2012) (2003) (2010) (2004) (2001) (2008) (2002) (2006) (2003) (2001) (2003) Picked up no later than 30 minutes after the time you were scheduled to be picked up* 82% 79% 74% 80% 82% 82% 84% 83% 81% 85% 84% 83% 85% 84% 79% 76% 78% 81%h Courtesy of Driver 1 n= (1540) (1734) (1988) (2011) (2004) (2006) (2015) (2012) (2003) (2010) (2004) (2001) (2008) (2002) (2006) (2003) (2001) (1998) Driver was courteous 96% 96% 95% 95% 95% 96% 96% 95% 96% 95% 96% 96% 96% 96% 96% 96% 93% 96%h Operation of Vehicle 1 n= n/a (1734) (1988) (2011) (2004) (2006) (2015) (2012) (2003) (2010) (2004) (2001) (2008) (2002) (2006) (2003) (2001) (1998) Driver operated the vehicle in a careful and safe n/a 96% 96% 96% 96% 96% 97% 96% 96% 97% 97% 97% 96% 96% 97% 96% 95% 97%h manner Trip Time 1 n= n/a (1734) (1988) (2011) (2004) (2006) (2015) (2012) (2003) (2010) (2004) (2001) (2008) (2002) (2006) (2003) (2001) (1998) Trip took a reasonable amount of time 86% 88% 89% 89% 90% 89% 89% 90% 91% 92% 89% 90% 91% 88% 87% 86% 85% 88%h Driver s Assistance 1 n= (1540) (1734) (1988) (2011) (2004) (2006) (2015) (2012) (2003) (2010) (2004) (2001) (2008) (2002) (2006) (2003) (2001) (1998) Needed driver s assistance after out of the vehicle 43% 42% 42% 38% 27% 27% 27% 23% 22% 28% 30% 35% 34% 34% 36% 38% 37% 35% Driver s Offer of Assistance 2 n= (679) (742) (837) (783) (597) (579) (565) (489) (459) (573) (598) (693) (680) (675) (723) (759) (725) (689) Driver offered to assist 91% 95% 95% 89% 90% 89% 88% 88% 88% 89% 89% 90% 92% 92% 93% 93% 91% 91% This question asked of: Frequent/Occasional Users 1 Starting in 2017, this question asked of: Frequent/Occasional Users who were picked-up 2 This question asked of: Frequent/Occasional Users who needed driver s assistance *Note: Changed in 2004 to no later than 30 minutes after the time of your scheduled pick-up n/a=data not available Q21A, 23, 23A, 24, 30A-B Q21A. Were you picked up by Access-A-Ride within the standard for on-time pickup? That is, no later than 30 minutes after the time you were scheduled to be picked up. Q23. Was the driver courteous? Q23A. Did the driver operate the vehicle in a careful and safe manner? Q24. Did the trip take a reasonable amount of time? Q30A. Speaking again about your last Access-A-Ride trip, did you need the driver s assistance after you were out of the vehicle? Q30B. Did the driver assist you after you were getting out of the vehicle? 67

69 History Tables (continued) Ever Called Access-A-Ride To Ask a Question or Report a Problem By User Frequency, Borough of Residence and Level of Satisfaction Year Total n= (1840) (2034) (2289) (2314) (2305) (2307) (2318) (2313) (2306) (2312) (2305) (2301) (2309) (2303) (2304) (2303) (2301) (2303) 43% 43% 43% 45% 40% 43% 42% 44% 42% 47% 44% 43% 51% 53% 58% 62% 64% 59%i Frequent Users n= (1064) (1204) (1350) (1385) (1377) (1381) (1385) (1384) (1375) (1384) (1376) (1376) (1377) (1376) (1380) (1378) (1375) (1378) 53% 50% 48% 52% 46% 48% 48% 49% 50% 54% 51% 51% 60% 62% 64% 70% 72% 68%i Occasional Users n= (476) (530) (638) (626) (627) (625) (630) (628) (628) (626) (628) (625) (631) (626) (626) (625) (626) (625) 37% 34% 37% 37% 32% 39% 33% 38% 35% 42% 36% 35% 42% 41% 52% 55% 55% 51% Infrequent Users n= (300) (300) (301) (303) (301) (301) (303) (301) (303) (302) (301) (300) (301) (301) (298) (300) (300) (300) 23% 27% 29% 31% 30% 32% 33% 34% 24% 27% 27% 25% 30% 33% 41% 39% 47% 38%i Satisfied (Frequent/Occasional Users) n= (1137) (1292) (1446) (1521) (1613) (1593) (1553) (1567) (1571) (1567) (1506) (1523) (1583) (1584) (1472) (1328) (1316) (1467) 42% 41% 39% 40% 37% 41% 39% 41% 41% 46% 43% 41% 50% 53% 55% 60% 61% 58% Dissatisfied (Frequent/Occasional Users) n= (396) (427) (510) (405) (377) (401) (390) (406) (382) (373) (412) (433) (375) (354) (505) (607) (638) (484) 64% 59% 63% 68% 60% 63% 59% 63% 61% 69% 60% 63% 72% 72% 77% 78% 79% 80% Bronx (Frequent/Occasional Users) n= (339) (364) (342) (432) (426) (426) (425) (426) (426) (423) (424) (424) (422) (425) (428) (428) (422) (425) 53% 51% 41% 48% 45% 42% 49% 49% 47% 51% 47% 47% 52% 56% 61% 69% 70% 67% Manhattan (Frequent/Occasional Users) n= (325) (373) (406) (427) (425) (426) (430) (425) (426) (434) (428) (428) (437) (430) (425) (430) (427) (434) 48% 52% 52% 54% 46% 52% 50% 48% 51% 53% 51% 50% 60% 62% 66% 69% 70% 65% Queens (Frequent/Occasional Users) n= (325) (375) (460) (426) (425) (426) (424) (426) (428) (424) (389) (427) (429) (419) (425) (425) (431) (428) 40% 44% 41% 48% 43% 48% 44% 46% 48% 51% 49% 43% 56% 54% 62% 65% 65% 57%i Brooklyn (Frequent/Occasional Users) n= (325) (376) (478) (425) (426) (429) (433) (432) (423) (429) (481) (420) (421) (426) (424) (417) (419) (416) 53% 45% 50% 47% 41% 44% 40% 45% 43% 51% 45% 48% 53% 56% 58% 64% 67% 64% Staten Island (Frequent/Occasional n= (226) (246) (302) (301) (302) (300) (303) (303) (300) (300) (282) (302) (299) (302) (304) (303) (302) (300) Users) 42% 34% 34% 34% 31% 37% 33% 35% 35% 40% 41% 37% 51% 51% 56% 57% 58% 60% This question asked of: Total Sample Q57 Q57. Besides calling for reservations or calling on the day of your trip, have you ever called Access-A-Ride to ask a question or report a problem? 68

70 Methodology Charts Using sampling techniques, we can estimate the responses of an entire population without having to interview everyone in the target group. There are mathematical means to measure how close our random-sample estimate comes to the 'true' value of the population. For the 2,303 interviews conducted for the Customer Satisfaction survey, we can expect the values from our sample to be within 2 percentage of the true population value, 95 percent of the time. That means, if we get a value of 50 percent from our sample, we can be 95 percent sure that the population value is somewhere between 48 and 52 percent. This measure of the difference of the sample value from the true value, called the 'margin of error' will vary with the size of the sample and the results received. The chart below details the margin of error by the user segments surveyed. If the percentage found is around: 50% Then, the standard error, in percentage would be: 40% or 60% 30% or 70% 20% or 80% 10% or 90% 1% or 99% Total Sample (n = 2303) ±2.0 ±2.0 ±1.9 ±1.6 ±1.2 ±0.4 Frequent Users (n = 1378) ±2.6 ±2.6 ±2.4 ±2.1 ±1.6 ±0.5 Occasional Users (n = 625) ±3.9 ±3.8 ±3.6 ±3.1 ±2.4 ±0.8 Infrequent Users (n = 300) ±5.7 ±5.5 ±5.2 ±4.5 ±3.4 ±1.1 For example, if a question in the study asked among the Total Sample yielded a percentage of 20%, then we can be sure 95 out of 100 times that the true percentage would lie between 18.4% and 21.6% (20% ± 1.6 percentage ). 69

71 Methodology Charts (continued) The charts below detail the user segments surveyed, as defined by the frequency of AAR ride requests made between July and September 2017: July-September 2017 AAR User Segment # of Interviews Frequency of Ride Requests % of Registrants % of Requests Frequent Users requests May-July 5% 76% Occasional Users requests May-July 12% 18% Infrequent Users requests May-July 24% 6% Total 2303 Completed Interviews n= (2303) Bronx 491 Frequent 301 Occasional 125 Infrequent 65 Brooklyn 490 Frequent 300 Occasional 125 Infrequent 65 Manhattan 492 Frequent 302 Occasional 125 Infrequent 65 Queens 490 Frequent 300 Occasional 125 Infrequent 65 Staten Island 340 Frequent 175 Occasional 125 Infrequent 40 This question asked of: Total Sample 70

72 Methodology Charts (continued) The survey data were weighted to better represent the actual number of active registrants in each borough (the universe). For example, the number of completed surveys among frequent users in the Bronx for the 2017 study was 301, which represents 21.8% of the total sample of 1,378 frequent users surveyed. However, in the real universe of 22,341 frequent users, the Bronx only represents 18.0%. Therefore, a weighting factor of less than one (in this case ) is applied to each respondent from the Bronx frequent user segment so that in total they will now represent only 18.0% of the total. The weighting factors are determined by dividing the target number of completes in a segment that will be representative of the actual universe (e.g., 248 actual Bronx frequent users) by the number of surveys completed among that segment (e.g. 301 Bronx frequent user completes), which in this case gives you Weights Completes % of Completes Universe % of Uni. Target Weight Bronx-Frequent % % Brooklyn-Frequent % % Manhattan-Frequent % % Queens-Frequent % % Staten Island-Frequent % % Total-Frequent Bronx-Occasional % % Brooklyn-Occasional % % Manhattan-Occasional % % Queens-Occasional % % Staten Island-Occasional % % Total-Occasional Bronx-Infrequent % % Brooklyn-Infrequent % % Manhattan-Infrequent % % Queens-Infrequent % % Staten Island-Infrequent % % Total-Infrequent

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