subway css 2011
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2011
MTACUSTOMERSATISFACTION
RESEARCHRESULTSNewYorkCityTransitSubways
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CONTEXT
2011surveysprovidethefirstyeartoyear
comparisonsagainst
baselines
established
in
2010
usingtheunifiedratingscaleforallagencies:
The2011surveyswereconductedafterayearthat
included:
Servicecuts,afareincrease,andtwoseveresnowstorms
Continuationof
MTA
service
initiatives
and
information
initiatives
Increasedefforttocommunicateimprovementstocustomers
VeryDissatisfied Dissatisfied Satisfied VerySatisfied
1 2 3 4 5 6 7 8 9 10
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SUBWAYRESULTS
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OVERALL
CUSTOMER
SATISFACTION
56% 60% 57% 60% 52%63%
15%13% 19%
18%
19%
15%
Satisfied VerySatisfied
71% 74%77% 78%
71%78%
OverallSubway
ServiceLineUsedMost
Often
OverallStation
Environment
2010 2011 2010 2011 2010 2011
Customersatisfactionwithoverallsubwayservicetrendedupwardto74%in2011.
Customersatisfactionwiththeoverallstationenvironmentratingincreased
statisticallyto78%in2011from71%in2010.
Numbersingreenarestatisticallygreaterthan2010rating. Numbersinredarestatisticallylower.Statisticaldifferences aresignificantatthe95%levelofconfidence.
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CUSTOMERSATISFACTION
WITHMAJORSERVICECATEGORIES
2010 2011
OverallComfortandConvenienceofUsingtheSubway 78% 84%
Safety&SecurityonTrains 77% 83%
ServiceReliability 76% 82%
CourtesyandHelpfulnessofSubwayConductors 77% 80%
ServiceFrequency 72% 79%
OverallCleanlinessonSubwayCars 68% 75%
Information&CommunicationsOnBoardTrains 63% 73%
ValuefortheMoneyUsingtheSubway 64% 67%
6of8majorservicecategoriesrecordednotableincreasesin2011.
Numbersingreenarestatisticallygreaterthan2010rating. Numbersinredarestatisticallylower.Statisticaldifferences aresignificantatthe95%levelofconfidence.
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COUNTDOWNCLOCKS
Countdownclocksarehavingapositiveimpactontheoverallcustomer
experience
All54
subway
service
and
station
attributes
were
rated
higher
by
those
withcountdownclocksintheirstationthanthosewithoutacountdown
clockinstation. Thisincludes:
CustomerInformation
Knowing
how
long
until
next
train
arrives
(+19
percentage
points) Clarityofannouncementsonstationplatforms(+11)
Informationinstationaboutunscheduleddelays(+10)
ServicePerformance
Predictabilityof
subway
travel
time
(+9
percentage
points)
Servicefrequency(+8)
Servicereliability(+6)
PersonalSecurity
Personalsecurity
in
station
after
8p.m.
(+12
percentage
points)
Statisticaldifferencesaresignificantatthe95%levelofconfidence.
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SUBWAY
SERVICE
QUALITY
Satisfactionincreasedstatisticallyforservicereliability(+6points)andservice
frequency(+7points).
Satisfied VerySatisfied
83%81%
76%
82%
74%
77%
72%
79% 81% 80%
2010 2011 2010 2011 2010 2011 2010 2011 2010 2011
HowFastSubway
GetsYouPlaces
Service
Reliability
Predictabilityof
TravelTime
Service
Frequency
CarMaintenance
toAvoidDelays
1009subwaycustomerssurveyed. Marginoferror3%. Numbersindarkbrownstatisticallygreaterthan2010rating. Numbersinredstatisticallylower.
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Overallcomfortandconvenienceofsubwayincreasedstatisticallyin2011(+6points). Comfortoftemperatureinsidecarsincreasedstatistically(+5points),reflectingbetterair
conditioninginnewtrains.
Crowdingontrainsduringrushhoursremainsanissue. WhileTransitplanstoincreaseservice
ontheLlinenextsummer,weareunabletoincreasethenumberoftrainsthatoperateduring
rushhours on
many
of
our
lines.
COMFORT
AND
CONVENIENCEOverallComfortand
Convenience
CrowdingonTrains
RushHoursCrowdingon
Platforms:RushHours
Comfortof
TemperatureonTrains
59% 61%
35% 38%52%
58% 56% 57%
20%23%
9% 8%
13%12%
24% 27%
Satisfied VerySatisfied
84%
44% 46%
70%79% 84%
2010 2010 2010 20102011 2011 2011 2011
78%65%
Numbersingreenarestatisticallygreaterthan2010rating. Numbersinredarestatisticallylower.Statisticaldifferences aresignificantatthe95%levelofconfidence.
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SUBWAYSTATIONS
Ratingsofallfivemajorstationcategoriesincreasedstatisticallyin2011.
2010 2011
OverallPersonalSecurityinStation 76% 82%
AvailabilityofInformationinStation 67% 77%
MaintenanceandRepairofStation 68% 75%
StationCleanliness 64% 72%
PlatformCrowdingduringRushHours 65% 70%
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Satisfactionwithoverallmaintenanceandrepairofstationsincreasedstatistically
in2011(+7points).
Conditionofwallsandceilings(addedin2011)isthelowestratedstation
component.
10
STATIONMAINTENANCEANDREPAIR
Numbersingreenarestatisticallygreaterthan2010rating. Numbersinredarestatisticallylower.Statisticaldifferences aresignificantatthe95%levelofconfidence.
Maintenance
andRepairConditionofStairs
andHandrails
Walls
andCeilings(New)
49% 60% 55% 58% 50% 51% 53%
19%
15%17%
18%
14%24% 20%
Satisfied VerySatisfied
2010 2011 2010 2011 2011 2011 2011
68%75% 72% 76%
64%75% 73%
2010
Escalators(New)
Elevators(New)
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STATIONCLEANLINESS,LIGHTING,
ANDOTHERSTATIONRATINGS
StationLightingOverall
StationCleanliness
Stationcleanliness(+8points)andlighting(+6points)increasedstatisticallyin2011.
About80%ofcustomersaresatisfiedwithMetroCardvendingmachines,swipe
readers,and
station
agents.
MetroCard
VendingMachines
MetroCard
SwipeReaders
WorkingConditionof(New)
49%56% 54%
61% 55% 56%
15%16% 26%
25%26% 24%
Satisfied VerySatisfied
64%72%
80%86%
81% 80%
20102010 20102011 2011 2011
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Satisfactionwithcountdownclockscontinuesataveryhighlevel(96%)in2011,
including59%very satisfied.
Satisfactionimprovedstatisticallyoninformationaboutdelays,reflectingimproved
plannedservicechangepostersandLEDsoncountdownclocks.
Informationaboutunscheduleddelayscontinuestoneedimprovement.
12
INFORMATIONINSTATIONS
39%37%
48%59%
43%51%
56% 59%
21%
18%
13%
13%
Satisfied VerySatisfied
95% 96%
69% 76%56%
64%
2010 2010 20102011 2011 2011
Countdown
ClocksInformationaboutPlanned
ServiceChanges
Informationabout
UnscheduledDelays
Numbersingreenarestatisticallygreaterthan2010rating. Numbersinredarestatisticallylower.Statisticaldifferences aresignificantatthe95%levelofconfidence.
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SUMMARY
Improvementinitiativesareincreasingcustomer
satisfactionwithservice,stations,andcommunications
Countdownclocksinparticulararecontributingtoimproved
perceptionsofservicereliability,safety,andinformation
availabletocustomers Continuedinvestmentsininformationtechnology,station
maintenanceandcleaning,andmaintainingreliableservice
willcontinuetoaddresscustomerconcernsintothefuture
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The2011CitywideSurveywasconductedamong1200adultswhohadtakenoneormoretripsbysubwayand/orlocalbusinthepast30days.
Twostatistically
representative
samples
were
used
in
the
Citywide
Survey:
86%
of
respondentswerecontactedusingarepresentativerandomdigitdial(RDD)sampleoflandlinesand14%ofrespondentswerecontactedusingarandomcellphonesample. AllrespondentswerescreenedtoensuretheyresideinNewYorkCity.
ThesurveywasconductedfromJune2030,2011usingcomputerassistedtelephoneinterviewing(CATI)technology. InterviewswereconductedeveningsandweekendsinEnglishandSpanish. Averageinterviewlengthwas26minutes. Themarginoferrorforarepresentative
survey
of
1200
persons
is
3%
at
the
95%
level
of
statistical
confidence.
Inadditiontothedatafromthe1200past30daycustomersinterviewedinthesurvey,demographicinformationwascollectedamongalladultswhowerecontactedbuthadnottakenasubwayorlocalbustripinthepast30days.ThetotalcontactdatawasweightedagainstCensusinformationfromthe2009AmericanCommunitySurvey(Gender,Age,Education,Race/Ethnicity,Borough,andHouseholdSize)andtelephoneserviceinformation
fromthe
2011
National
Health
Statistics
Reports
No.
39.
Sample
balancing
of
the
contact
datafileonthesekeydemographicvariablesandtelephoneservicewasexecutedtomatchCensus/NationalHealthStatisticsReportsdata.
Weightingsurveydatahelpsensurerepresentativenessofresults.
[1] Annualhouseholdincomewasnotusedforweightingbecause13%ofrespondentseithercouldnotorwouldnotprovide
their
household
income,
a
relatively
low
rate
for
telephone
surveys.
METHODOLOGY
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SERVICEATTRIBUTERATINGSSUBWAYSERVICEATTRIBUTERATINGS
Categoriesandattributeswithincategoriesaskedinrandomorder.
MajorCategoryrating(gray)alwaysaskedafterattributesincategory.
UnweightedBase
CustomerSatisfaction2010 2011 1202 1200 2
% % %
SubwayServiceOverall 71 74 +3
SubwayService(Lineusedmostoften) 77 78 +1
OverallReliabilityofService 76 82 +6
Thepredictabilityofsubwaytraveltime 74 77 +3
Howfastthesubwaygetsyouwhereyouwanttogo 83 81 2
Maintainingsubwaycarssotheydonotbreakdownandcausedelays 81 80 1
OverallComfortandConvenienceofUsingtheSubway 78 84 +6
Comfortoftemperatureonsubwaycars
(Rephrasedfromtemperatureonsubwaycars)79 84 +5
Keepingsubwaytrainsfromgettingtoocrowdedduringrushhours 44 46 +2
ServiceFrequency 72 79 +5
ValuefortheMoney 64 67 +3
OverallSafetyandSecurity 77 83 +6
OverallpersonalsecurityinthesubwayBEFORE8p.m. 80 86 +6
OverallpersonalsecurityinthesubwayAFTER8p.m. 65 72 +7
Safetyfrommechanicalaccidents 85 89 +4
OverallInformationandCommunications 63 73 +10
Usefulnessofannouncementsontrainsduringplannedservicechanges 69
Clarityofannouncementsonsubwaytrains 56 64 +8
Knowinghowlongyouhavetowaitforthenexttraintoarrive1 65 68 +3
Usefulnessofannouncementsontrainsduringunplanneddelays 67 Usefulnessofannouncementsontrainsduringnormalservice 67 74 +7
OverallCleanlinessofSubwayCars 68 75 +7
Havingnolitterinsubwaycars1 67
Keepingfloorsandseatsclean1 68
Keepingsubwaycarwindowscleanwithnoscratchiti1 71 77 +6
Keepinggraffitioffsubwaycarwalls1 76 82 +6
CourtesyandHelpfulnessofSubwayConductors 77 80 +3
1
Nonumberfor2010isshowninthetablebecausethe2010numberreportedlastyearcamefromaseparatesurveyconductedinAugust,2010(theCustomerPrioritiesSurvey). ItisnotsufficientlystatisticallyreliabletocomparenumbersintheCitywideSurveyto numbersinthe
CustomerPrioritiessurvey. Therefore,the2011numberwillbethebaselineforfutureCitywideSurveycomparisons.
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STATIONATTRIBUTE
RATINGS
Categoriesandattributeswithincategoriesaskedinrandomorder.
MajorCategoryrating(gray)alwaysaskedafterattributesincategory.
UnweightedBase
CustomerSatisfaction
2010 20111202 1200
% %
OverallStationEnvironment 71 78
Homestations 77 79
Work/schoolstations 74 80
MaintenanceandRepairofStation 68 75
Conditionofwallsandceilings 64
Conditionofstairsandhandrails 72 77
Stationlighting 81 85
WorkingconditionofMetroCardvendingmachines1 81
WorkingconditionofMetroCardswipereadersatturnstiles 80
StationCleanliness 64 72
Keepingstationcleanfromdirtandgrime1 67
Keepingstationlitterfree1 73
Keepinggraffitioffwalls,signs,etc. 1 78
AvailabilityofInformationinStation 67 77
Havinglargesubwaymapsavailablethroughoutthestation1 75
Informationinstationaboutplannedservicechanges 69 76
Clarityofannouncementsonstationplatforms 59 67
Informationinstationaboutunscheduleddelays 56 64
Signsdirectingyoutoexitsandtransferlocations 82 85
KeepingPlatformsfromGettingTooCrowdedduringRushHours 65 70
PersonalSecurityinStation 76 82
YoursenseofpersonalsecurityinthestationAFTER8p.m. 72
YoursenseofpersonalsecurityinthestationBEFORE8p.m. 88
OtherStationRatings:
Countdownclocks(Base:765customerswhoeverusedone) 95 96
Courtesy&helpfulnessofstationagents(Base:279past30dayusers)
Escalators(Base:581past30dayusers)
81
75
Elevators(Base:257past30dayusers) 73
1 Nonumberfor2010isshowninthetablebecausethe2010numberreportedlastyearcamefromaseparatesurveyconductedinAugust,2010(theCustomerPrioritiesSurvey). ItisnotsufficientlystatisticallyreliabletocomparenumbersintheCitywideSurveytonumbersintheCustomerPrioritiessurvey. Therefore,the
2011numberwillbethebaselineforfutureCitywideSurveycomparisons.
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