mta new yor k city transit authority 2018 mta ny …...transit's ongoing efforts to ensure...

M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com

MTA NEW YORK CITY TRANSIT AUTHORITY

2018 MTA NYCT Paratransit (Access A Ride (AAR))

Customer Satisfaction Survey

Final Report

Submitted To:

MTA/New York City Transit

2 Broadway

New York, NY 10004

Submitted on May 29, 2019


Table of Contents

Executive Summary .................................................................................................................................................................................................................... 1

Recommendations...................................................................................................................................................................................................................... 4

Background & Objectives ...........................................................................................................................................................................................................10

Methodology............................................................................................................................................................................................................................. 11

Supporting Tables .....................................................................................................................................................................................................................18

Overall Satisfaction with Access-A-Ride ...............................................................................................................................................................................19

Overall Satisfaction – Trip Requests and Authorized Trips ..................................................................................................................................................22

Access-A-Ride is a ‘Good Value for the Money’ .................................................................................................................................................................. 23

Change in Overall Access-A-Ride Service ............................................................................................................................................................................ 26

Overall Satisfaction with Last Access-A-Ride Trip ............................................................................................................................................................... 28

Changes in Access-A-Ride Reservation Service ....................................................................................................................................................................31

Reasons for Changes in Access-A-Ride Reservation Service ............................................................................................................................................... 33

Expected Future Usage of Access-A-Ride ........................................................................................................................................................................... 34

Specific Aspects of Access-A-Ride Service .......................................................................................................................................................................... 37

Use of E-hail Service ............................................................................................................................................................................................................ 39

Satisfaction with E-hail service ........................................................................................................................................................................................... 40

Reason for Overall Satisfaction rating of AAR........................................................................................................................................................................21

Important Factors that Drive Satisfaction .................................................................................................................................................................................15

Use of Assessment Center .................................................................................................................................................................................................. 42

i

New Questions for 2018 .............................................................................................................................................................................................................8

2017 Questions that were removed in 2018 .............................................................................................................................................................................. 5


MetroCard ........................................................................................................................................................................................................................... 46

Access to Mobile Phone When Using Access-A-Ride ......................................................................................................................................................... . 47

Option 8 When Calling Access-A-Ride ............................................................................................................................................................................. ... 48

Option 7 When Calling Access-A-Ride ................................................................................................................................................................................. 50

Rider Profile ............................................................................................................................................................................................................................ 59

Subscriber Type ................................................................................................................................................................................................................... 60

Demographics ..................................................................................................................................................................................................................... 61

Support Devices and Personal Care Attendants ................................................................................................................................................................. 62

Demographics (Origin, Race, and Country) ......................................................................................................................................................................... 63

Demographics (Language) .................................................................................................................................................................................................. 64

Appendix A – History Tables.................................................................................................................................................................................................... 65

Overall Satisfaction with Access-A-Ride .............................................................................................................................................................................. 66

Change in Overall Access-A-Ride Service ............................................................................................................................................................................ 72

Satisfaction with rides in blue-and-white Access-A-Ride vehicles ...................................................................................................................................... 51

Type of vehicle on last Access-A-Ride trip .......................................................................................................................................................................... 52

Reservation Service ............................................................................................................................................................................................................. 53

Safe Operation of Vehicle.................................................................................................................................................................................................... 54

Awareness of Access-A-Ride Operation and Rules ............................................................................................................................................................. 55

Satisfaction with specific aspects of Assessment Center visit .......................................................................................................................................... .. 57

Satisfaction with Assessment Center .................................................................................................................................................................................. 44

Reason for Satisfaction rating of call to AAR Command Center......................................................................................................................................... 56

ii


Appendix C - Questionnaire ......................................................................................................................................................................................................86

Appendix B – Methodology Charts ......................................................................................................................................................................................... 81

Margin of Error ................................................................................................................................................................................................................... 82

User Segments Surveyed .................................................................................................................................................................................................... 83

Weights ............................................................................................................................................................................................................................... 84

Overall Satisfaction with Last Access-A-Ride Trip ............................................................................................................................................................... 75

Changes in Access-A-Ride Reservation Service ................................................................................................................................................................... 78

Access-A-Ride is a ‘Good Value for the Money’ .................................................................................................................................................................. 74

iii

Executive Summary

MDAC Completes Paratransit Survey

In January 2019 M. Davis and Company (MDAC) completed a telephone survey of 2330 paratransit riders as part of New York City Transit's ongoing efforts to ensure customer satisfaction. This survey, which has been conducted yearly since 1996, allows the Paratransit program to track customer opinions and identify problem areas for New York City paratransit riders in the five boroughs of the Bronx, Manhattan, Queens, Brooklyn, and Staten Island. The survey included questions on client satisfaction, perceived value of the Access-A-Ride system (AAR), the key strengths of the system, and areas for potential improvement.

Access-A-Ride Satisfaction Up Since 2017

The survey found that overall satisfaction with AAR increased by 12 percentage points since 2017 among all riders. Similar

improvements were reported among both frequent/occasional users and among infrequent users of the service. This was the second

straight year in which total satisfaction improved, with the 2017 survey reporting a 9-percentage point increase over the 2016 survey.

Access-A-Ride Seen as a Good Value

Fully 96% of the respondents agreed that AAR is a “good value for the money’” up from 91% in 2017 and 89% in 2016.

Reservation Services Get Top Grades

Reservation services also fared very well; 95% of the respondents (up from 91% in 2017) reported being able to get through to make a reservation, 96% (up from 92% in 2017) reported that the reservations staff was courteous, and 93% (up from 90% in 2017) said that the reservation staff was competent. Importantly, 91% (up from 87% in 2017) reported that they were able to reserve a ride for the day and time they requested it, and 94% (up from 92% in 2017) were satisfied with the promptness of the reservation service.

Riders See Service Improvements

Overall, 53% of AAR users reported that services had improved in the past year, compared to only 36% who said the same in 2017, a

17 percentage point increase. Overall riders in all five boroughs saw service improvements, regardless of frequency of use. There was a 15 percentage point increase in the Bronx, 20 percentage point increase in Manhattan, 18 percentage point increase in Queens, 19 percentage point increase in Brooklyn, and 9 percentage point increase in Staten Island.

M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 1

E-Hail Use Less Common Among Infrequent and Staten Island UsersWe found that 45% of frequent or occasional users said that they had used the E-Hail service, and this percentage was similar in allboroughs except for Staten Island, where the percentage dropped to 11%. By contrast, only 17% of infrequent users had used the E-

Hail service. Satisfaction with the E-Hail service was high, with 93% of both frequent/occasional users and infrequent users reporting

that they were either very satisfied or somewhat satisfied with the service. The high satisfaction ratings were consistent across

boroughs. Among all E-Hail users, 94% considered the ability to request and receive a ride on the same day Important or Somewhat

Important.

Interest in MetroCard is Up

Awareness of the MetroCard was 56% in 2018 (down from 61% in 2017), whilst the percentage of those who have a MetroCard

(56%) in 2018 stayed the same as in 2017. However, the percentage of those who do not have a MetroCard but who expressed interest

is up 10 percentage points over 2017 to 49%.

Room for Increased Awareness of AAR Operations and Rules

We found that only 64% of respondents noticed the AAR Customer Bill of Rights posted when they last traveled on Access-A-Ride or

used a Broker service. Similarly, 64% of respondents were aware that the AAR Command Center operated 24 hours a day, 7 days a week to assist with same day travel concerns. Only 58% of respondents had called AAR Command Center (or had someone call on

their behalf) in the last 3 months.

Cell Phone Use is Up Among AAR Users, but there is Less Willingness to Receive AAR Text Messages

In 2018, 94% of all users had a cell phone (up from 91% in 2017), and 99% of cell phone users carry their phone when traveling with Access-A-Ride. Of AAR users who have a cell phone, 56% have a smart phone (up from 49% in 2017), and 58% would be willing to

receive text messages to learn about and manage their Access-A-Ride trip.

Satisfaction with last AAR TripIn 2018, 89% of all users were satisfied with their most recent AAR trip. This is an increase of 4 percentage points when compared to 2017 (up from 85%) and an increase of 24 percentage points when compared to 2016 (up from 65%).

Executive Summary (continued)


• 19% said they are of Hispanic, Latino, or Spanish origin. (QD17)

• 45% described their race as African-American/Black, 27% as White, and 17% as Racially Mixed. (QD18)

• 74% were born in the USA. (QD19)

• 88% said the primary language spoken in their home is English; 6% Spanish. (QD20)

• 97% said they speak English either Well or Very Well. (QD21)

Statistical analysis can be found on page 15.

DemographicsFive additional demographic questions were added during the fielding period (Rider Profile, pages 59). The data from these questions reflects 1,358 of the 2,330 total respondents. For this subset, the results follow:

1. On-time Performance2. Reservation Service3. Communication about their trip on the day it is provided

4. Trips provided by yellow or green taxis

5. Last Access-A-Ride trip

6. Access-A-Ride drivers

Important Factors that Drive SatisfactionBased on the survey data, the three main drivers of overall satisfaction with Access-A-Ride were on-time performance, the reservation service, and communication about the trip on the day of the trip. A logistic regression model was developed to determine which factors are predictors of overall satisfaction with Access-A-Ride. We conclude that the following factors, in order from most important, are the most important drivers of overall satisfaction with Access-A-Ride:

Executive Summary (continued)



Recommendations Strive for on-time performance because it is the single most important factor that will affect satisfaction. Ensure that the riders are aware that “on-time” is within thirty minutes of scheduled pick up.

Overall satisfaction has increased by 12% in 2018 and 53% of users think services have improved. Improved satisfaction is correlated with increased ridership intent. 24% of respondents expect to use Access-A- Ride more in 2019 than the previous year.

96% of all users consider Access-A-Ride a “good value for the money.” Advertise high “value for the money” scores in the Access-A-Ride brochure.

Riders do not appear to welcome the opportunity to pay online or through an app. Consider offering a kind of subscription service with discounted rates for prepayment.

A segment of the respondents indicated that Hours/Schedules/Routes has improved every year, but also a different segment has indicated that Hours/Schedules/Routes has gotten worse every year. Assess whether new routes are being implemented at the expense of old routes.

A little more than half (56%) of riders are aware of the MetroCard. Perhaps sponsor a marketing campaign to increase awareness.

Reach out to those customers who do not have a MetroCard but expressed interest in obtaining a MetroCard.

Respondents’ perceptions are that numerous aspects of reservations have improved in 2018. Share these findings with the reservationist team to inform them of high scores in their area.

Almost all riders carry a cell phone (99%) with them when they travel with Access-A-Ride. Investigate texting as a means of notification about their trip.

Investigate why 25% of riders’ perceptions of the time taken to receive reimbursements has increased.

4


Questions from the 2017 questionnaire that were removed in 2018:

A1: For how long have you lived in (ANSWER IN A, one of the 5 boroughs)?

B: Record respondent’s gender (do not ask)

Q1: In what year did you first begin using AAR?

Q6: What one aspect of AAR Service would you say is most in need of improvement?

Q6A: Re: Q6: Why do you think [Q6 RESPONSE] are/is most in need of improvement?

Q18E: Thinking of the last trip you took with AAR, what time did you get picked up?

Q19B: Re: Q18E: Was that trip scheduled for round-trip or one-way?

Q21B: If not picked up within 30 min of scheduled time, was it earlier or later?

Q21C: Re: Q21B: How much earlier/later?

Q22A: After you left the building, did you need the driver to assist you in boarding?

Q24: Did the trip take a reasonable amount of time?

Q27A: If no to Q24, why do you feel it took longer than reasonable?

Q30A: Did you need the driver’s assistance getting out of vehicle?

Q30B: Did they assist with getting out of the vehicle?

Q32A: Re: The return trip portion of your last trip, did you call to request a change in pick-up time for any reason?

Q32B: If yes to Q32A, how long before the scheduled pickup did you call to request a change?

Q32B1: Did you request an earlier or a later pickup?

Q32C: Re: Q32B1: Was AAR able to accommodate this request?

5


2017 Questions that were removed in 2018 (continued)

Q38: Overall, how satisfied were you with the trip we just discussed?

Q40C: Based on your experience, how often does AAR pick you up within standard for on-time pickup (no later than 30m post-scheduled-time)?

Q40J: Re: Trips/rides with AAR, in past year would you say that AAR has (improved, same, worse)?

Q40K: Re: Q40J, in what ways have they (improved, gotten worse)?

Q42-44 (Satisfaction): Changed from “past 3-4 months” to “past 3 months”

Q42b: Thinking about your experience with AAR in the past 3-4 months, how satisfied were you with how far in advance you need to call to make reservations?

Q43a: Thinking about your experience with AAR in the past 3-4 months, how satisfied were you with being picked up no later than 30m after scheduled pick-up time?

Q44a: Thinking about your experience with AAR in the past 3-4 months, how satisfied were you with the length of trips when riding in the vehicle?

Q44d: Thinking about your experience with AAR in the past 3-4 months, how satisfied were you with the drivers knowing how to get where they are going?

Q44e: Thinking about your experience with AAR in the past 3-4 months, how satisfied were you with the courtesy of the drivers?

Q44f: Thinking about your experience with AAR in the past 3-4 months, how satisfied were you with the drivers driving carefully and safely?

Q44.1 Asked of everyone except those from Staten Island: In past 6 months, when calling AAR to reserve trip, have you received approval for and taken a ride in (yellow or green taxi; yellow or green accessible taxi) with costs paid for with your usual AAR fare, OR reimbursed by AAR?

Q44.2: How satisfied were you with the (yellow or green taxi; yellow or green accessible taxi) approved by AAR?

Q44.3: Re: Q44.2, why?

6

2017 Questions that were removed in 2018 (continued)


Q44.63: Do you have any concerns with a yellow/green accessible taxi providing your AAR trip, instead of an AAR vehicle?

Q44.64: If yes to Q44.63, what concerns do you have?

Q50: IF started using AAR before [this year], did you use AAR (more, less, about as) often than/as you did in [last year]?

Q50A: If “less often” to 50, why?

Q57: Besides calling for reservations or on day of trip, have you ever called AAR to ask a question or report a problem?

Q57F1: If affirmative to Q57, which of these units (Eligibility; Subscriptions; Other) did you call?

Q57F: Re: Q57F1, how satisfied were you with the results?

Q68: If you learned about a pending weather emergency, which required you to evacuate your home, do you have relatives/friends/others that would provide you with transportation to an evacuation center or other safe location?

Q73B: Re: If you have ever selected Option 8 to give a commendation or make a complaint, was it to give a commendation or make a complaint?

Q73C: Re: Q73B, if you left a complaint, did you receive either a phone call or written follow-up?

Q75: Re: if you have selected Option 7 to use automated phone system for assistant with checking status of/cancelling trip, what comments or concerns, if any, do you have regarding the automated phone system?

D1: Into which category does your age fall?

7

Q7.1. Which of the following alternatives to cash would you consider to pay for your Access-A-Ride trip?Q22.1a. What type of blue-and-white Access-A-Ride vehicle did you ride in?Q22.1b. How did you reserve your yellow or green taxi or car service?Q30.1. Still thinking about your last Access-A-Ride trip. Did the driver offer you assistance to get into or out of the vehicle?Q11. Were you picked up within 30 minutes of your scheduled pick-up time?Q23B. In what way(s) did the driver not operate the vehicle in a careful and safe manner? Q40.6. Are you or would you be willing to receive text messaging to learn about and manage your Access A-Ride trip?Q40.7. How do you most often make a reservation?Q40F. Now think again about making reservations for a ride in the past three months, would you say that Access-A-Ride’s Reservation Service has…? (Timescale for 2017 is past year vs past three months for 2018)Q40M. When making a reservation have you requested a taxi / car service authorization?Q40N. When submitting receipts for reimbursement, has the time to receive your reimbursement…

New Questions for 2018D21. How well do you speak English?Q3.1. Now I would like you to rate your satisfaction with the following aspects of Access-A-Ride. For each aspect, please tell me if you were Very Satisfied, Somewhat Satisfied, Somewhat Dissatisfied, or Very Dissatisfied

a. Reservation serviceb. On-Time Performancec. Access-A Ride Driversd. Access-A-Ride Vehiclee. Communication about Access-A-Ride customer servicesf. Communication about your trip on the day it is providedg. Communication about upcoming Access-A-Ride tripsi. Trip provided by yellow or green taxisk. Choice of type of vehicle


Q50.5. So why did you rate the result of the call a? Q67.7. Thinking about your experience at the eligibility assessment center overall, were you …?Q74.1. Thinking about your experience with the automated phone system for assistance, overall were you…?D17. Are you of Hispanic, Latino, or Spanish origin?D18. Which of the following describes your race? D19. In what country were you born? D20. What is the primary language spoken at your home?

Q44.91. Have you used the E-hail service?Q44.92. How satisfied are you with the E-hail ride service?Q45Z. How important is the ability to request and receive a ride on the same day?Q44.93. Did the E-hail driver call you when they arrived?Q44.94. Was the E-hail driver courteous and professional?Q44.95. Did the E-hail driver operate the vehicle in a careful and safe manner?Q44.96. If Q44.95.(02), In what way(s) did the driver not operate the vehicle in a careful and safe manner?Q44.97. Would you be willing to pay a premium price, say for example $5.50, for an E-hail trip to the airport or outside of your borough?Q50.1. When you last traveled on Access-A-Ride or Broker, did you see the Access-A-Ride Customer Bill of Rights posted? Q50.2. Are you aware that the Access-A-Ride Command Center (Prompt #5) operates 24 hours a day, 7 days a week to assist with same day travel concerns?Q50.3. In the last three months have you ever called Access-A-Ride Command Center or Prompt #5 for assistance with same day travel concerns, such as get an estimated time of arrival, or change the pick-up time for any reason, like running late, or change in an appointment?Q50.4. How satisfied were you with the results of your call to ACCESS-A-RIDE…?

Q42. Now thinking about your experience with Access-A-Ride in the past 3 months, I’d like you to tell me how satisfied you are with some specific aspects of Access-A-Ride service. Please tell me if you were Very Satisfied, Somewhat Satisfied, Somewhat Dissatisfied, or Very Dissatisfied.

f. The ease of understanding what the reservation agent was sayingg. Confirmation of your reservation the evening before your triph. Messages about the arrival of your vehiclei. Overall cleanliness of your vehiclej. Availability of seatbeltsk. Temperature of the vehicle (neither too hot or too cold)l. Availability of wheelchair tie downsm. Ease of deployment of the rampn. Ease of deployment of the lift


New Questions for 2018 (continued)

9

Background & Objectives

In 1990, the 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, which can be utilized in the five boroughs and up to three-quarter

miles in adjacent Nassau and Westchester counties. AAR provides service to ADA eligible citizens 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 provide 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 2017. What follows are the results from the 2018

wave of this research.

MDAC contacted 3585 of the registered riders of Access-A-Ride. The group “contacted” includes completed interviews,

partially completed interviews, refusals, and screen outs. Of the 3585 registered riders of Access-A-Ride that were contacted, 2563

or 71.5% qualified to answer the survey. Registered riders qualified by indicating that they lived in one of the five boroughs

(The Bronx, Manhattan, Queens, Brooklyn, or Staten Island) of New York City and did not work or have anyone in their immediate

family work for a local transit agency (the MTA, New York City Transit, Metro-North Railroad, Long Island Rail Road, Staten Island

Railway, the PATH, Bridges and Tunnels, or New Jersey Transit), or for a media, marketing, or advertising company or a market

research firm.


Methodology

A Pretest was conducted on 12/13/18 from 11:30am-6:00pm. 62 records were called and 11 interviews completed. The average length of interview was 18.08 minutes. During the course of conducting the pre-test MDAC noticed an issue with two of the initial importance/satisfaction questions: (Q4j Importance of Requesting and Receiving a Ride on the Same Day and Q5J Satisfaction with Requesting and Receiving a Ride on the Same Day). Some of the respondents indicated they were unable to request and receive a ride on the same day and consequently did not know how to answer the questions. Thus, about a quarter of the way through the pretest, we removed the satisfaction question (Q5j). We moved the importance question (Q4J) to later in the survey (Q45Z), so that it was only asked of people who were able to request and receive a ride on the same day.

In order to meet the research objectives, telephone interviews were conducted in English and Spanish among registered riders of Access-A-Ride. Interviews were conducted between January 7, 2019 and January 31, 2019 by professional MDAC interviewers from

MDAC’s call center.

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 was interviewed.

Respondents were categorized into three user segments: Frequent Users, Occasional Users, and Infrequent Users. These groups were

defined by the frequency of AAR ride requests made between September and November 2018.

September - November 2018

AAR User Segment # of

Interviews Frequency of Ride Requests

% of

Registrants

% of

Requests

Frequent Users 1389 25+ requests 6% 79%

Occasional Users 638 7-24 requests 14% 17%

Infrequent Users 303 1-6 requests 24% 5%

Total 2330

Interviews averaged 20 minutes in length.


Methodology (continued)


2018 PARATRANSIT SURVEY

COUNT OF ACTIVE REGISTRANTS (REGS) SEPTEMBER 2018

COUNTY TOTAL REGISTRANTS FREQUENT %REGS OCCASIONAL %REGS INFREQUENT %REGS

BRONX 25,584 1,661 6% 3,797 15% 6,312 25%

KINGS 53,849 3,133 6% 7,584 14% 13,207 25%

NEW YORK 19,898 1,159 6% 2,881 14% 4,900 25%

QUEENS 38,820 2,151 6% 4,778 12% 8,627 22%

RICHMOND 12,784 590 5% 1,417 11% 2,714 21%

TOTAL 150,935 8,694 6% 20,457 14% 35,760 24%

12



2018 PARATRANSIT SURVEY

TRIP COUNT OF ACTIVE REGISTRANTS FOR SEPTEMBER - NOVEMBER 2018

COUNTY TRIP REQUESTS FREQUENT

% TOTAL OCCASIONAL

% TOTAL INFREQUENT

% TOTAL

BRONX 433,684 343,469 79% 71,277 16% 18,938 4%

KINGS 855,163 671,618 79% 143,344 17% 40,201 5%

NEW YORK 322,383 253,523 79% 53,793 17% 15,067 5%

QUEENS 551,294 432,397 78% 90,866 16% 28,031 5%

RICHMOND 160,570 124,203 77% 27,350 17% 9,017 6%

TOTAL 2,323,094 1,825,210 79% 386,630 17% 111,254 5%

13

Average age is 68 years old:

89% are not employed; and

77% use a support device when they travel.

A chart is included in Appendix B showing the user segments surveyed by borough and the weights that were applied to this year’s data.



Using sampling techniques, we can estimate the responses of an entire population without having to interview the entire target group.

There are mathematical means to measure how close our random sample estimate comes to the ‘true’ value of the population. For the

2330 interviews conducted for the Customer Satisfaction survey, we can expect the values from our sample to be within 2 percentage

points 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 Appendix B, on page 82.

When reading the charts in this report, note that some percentages may not sum to 100% due to rounding. Additionally all sample

sizes (n) have been weighted and therefore, due to rounding, subsets of the total sample may not always sum to the total sample. Within

the charts and graphs of certain tables which compare data across years, arrows and boldface numbers are used to show where statistical

differences exist at the 95% confidence level. Up arrows (↑) indicate when there was a statistically significant increase in 2018 versus

2017, while down arrows (↓) show a statistically significant decrease. When comparing boroughs and years, bold/italicized numbers

indicate where a value is statistically higher in one borough compared to another, with a footnote at the bottom of the chart detailing the

statisitical difference.

It is important to note that there was no customer satisfaction survey conducted in 2002, 2009, or 2010.

The following are demographic characteristics of the 2018 AAR Customer Satisfaction respondents, which are consistent with previous

years:

14

Important Factors that Drive Satisfaction

A logistic regression model was built using the final data with overall satisfaction with AAR (Q4) as the dependent variable.

The potential predictor variables of overall satisfaction with AAR were those variables identified by MDAC and MTA as potentially

drivers of overall satisfaction. This subset was further truncated to only include questions that were asked of the total sample. This

final subset contained 11 variables: Q4 (dependent variable), Q3.1a, b, c, d, e, f, g, i, k and Q38 (predictor variables). Standard statistical criteria were employed to eliminate predictor variables for which there is insufficient evidence to support the

conclusion that they were related to overall satisfaction. The resulting output of the logistic regression is:

Logistic Regression of Q1: Overall Very Satisfied or Somewhat Satisfied with AAR

Predictor

Variables Coefficient Std Error Coef/SE P

Constant -3.54143 0.42184 -8.40 0.0000

Q3.1a 1.35683 0.29814 4.55 0.0000

Q3.1b 1.95835 0.20619 9.50 0.0000

Q3.1c 0.52996 0.26242 2.02 0.0434

Q3.1f 1.08518 0.25960 4.18 0.0000

Q3.1i 0.92909 0.23277 3.99 0.0001

0.84189 0.25451 3.31 0.0009

806.11

1.0000

Q38

Deviance

P-Value

Degrees of Freedom 1512

Convergence criterion of 0.01 met after 5 iterations

Cases Included 1519 Missing Cases 811


Logistic Regression Odds Ratios for Q4: Overall Very Satisfied or Somewhat Satisfied with AAR

Predictor 95% C.I. 95% C.I.

Variables Lower Limit Odds Ratio Upper Limit

Q3.1a 2.17 3.88 6.97

Q3.1b 4.73 7.09 10.62

Q3.1c 1.02 1.70 2.84

Q3.1f 1.78 2.96 4.92

Q3.1i 1.60 2.53 4.00

Q38 1.41 2.32 3.82

The highest odds ratio is associated with Q3.1b, which equals 1 if the respondent was either very satisfied or somewhat satisfied with

on-time performance. Thus, we conclude that respondents who were either very satisfied or somewhat satisfied with on-time

performance were about 7 times more likely to be either very satisfied or somewhat satisfied overall with AAR. Referring to

Q3.1a, we conclude that respondents who were either very satisfied or somewhat satisfied with the reservation service were

almost 4 times more likely to be either very satisfied or somewhat satisfied overall with AAR. Referring to Q3.1f, we conclude that

respondents who were either very satisfied or somewhat satisfied with the communication about their trip on the day it is

provided were about 3 times more likely to be either very satisfied or somewhat satisfied overall with

AAR.

The odds ratios associated with this model are:


Important Factors that Drive Satisfaction (continued)

16

The complete set of relevant determinants of overall satisfaction with AAR are:

Variable

Respondents Who Were Either Very Satisfied or

Somewhat Satisfied with…

… Were This

Many Times

More Likely

to be Either

Very Satisfied

or Somewhat

Satisfied with

AAR Overall

Q3.1b On-time performance 7.09

Q3.1a Reservation Service 3.88

Q3.1f Communication about their trip on the day it is provided 2.96

Q3.1i Trips provided by yellow or green taxis 2.53

Q38 Their Last AAR Trip 2.32

Q3.1c Access-A Ride Drivers 1.70


Important Factors that Drive Satisfaction (continued)

Thus, on-time performance is a strong predictor of respondents' assessment of overall satisfaction with Access-A-Ride. In addition, the reservation service, communication about the trip on the day of the trip, trips provided by yellow or green taxis, their last Access-A-Ride Trip and Access-A-Ride drivers are also important predictors of respondents' assessment of overall satisfaction with Access-A-Ride.

17

Supporting Tables

* The following questions were not included in this report as they werepart of the screening questionnaire:QA, QC, QS1, QS1A, QS2


Overall Satisfaction with Access-A-Ride


Among Frequent/Occasional Users 2016-2018

Year

2016 2017 2018

n = 2001 2003 2027

% % %

Very Satisfied 25 29 46

Somewhat Satisfied 42 45 41

Total: Satisfied 66 74 87↑

Somewhat Dissatisfied 21 17 9

Very Dissatisfied 9 7 3

Total: Dissatisfied 30 23 12

Don't know/Refused 2 3 1

This question asked of: Frequent/Occasional Users

Q4


Among Infrequent Users 2016-2018

Year

2016 2017 2018

n = 300 300 303

% % %








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…?


Overall Satisfaction with Access-A-Ride Service

By Borough of Residence

Among Frequent/Occasional Users 2018

Borough

Bronx Manhattan Queens Brooklyn Staten Island

n = 372 752 284 478 141

% % % % %

Very Satisfied 43 49 45 44 48

Somewhat Satisfied 42 40 42 42 35

Total: Satisfied 85 89 86 86 83

Somewhat Dissatisfied 12 7 9 10 11

Very Dissatisfied 3 2 4 3 6

Total: Dissatisfied 15 9 13 14 17

Don't know/Refused 0 1 1 0 0


Q4


Among All Users 2016-2018

Year

2016 2017 2018

n = 2301 2303 2330

% % %








This question asked of: Total Sample

Q4



Overall Satisfaction with Access-A-Ride (continued)

20

Reason for Overall Satisfaction rating of AAR

All Users

2018

2018

%

n = 2313

18.4

18.3

17.7

8.1

On-time performance/don't have to wait/arrive early

Other positive/satisfied mentions

Not on time/poor on-time performance

Like new program/e-hail/green/yellow taxi service is great


Multiple Responses Accepted; Select Mentions Q5; the four responses

listed comprise 62.5% of the responses. None of the remaining 37.5% of

the responses comprised more than 5% of the total. These 37.5% of

responses varied across more than 75 different coded categories.

Q5. Why did you give Access-A-Ride a satisfaction rating of…?


Overall Satisfaction – Trip Requests and Authorized Trips

Overall Satisfaction

Trip Requests and Authorized Trips


2018

Bronx

Trip Requests 1,488,339

Trips Authorized 1,318,130

Overall Satisfaction 85%

Manhattan


Trips Authorized 993,478


Queens




Brooklyn




Staten Island

Trip Requests 570,553

Trips Authorized 505,993



Access-A-Ride is a ‘Good Value for the Money’

Access-A-Ride is a 'Good Value for the Money'


Year

2016 2017 2018

n = 300 300 303

% % %

Yes 92 88 95↑

No 6 7 3

Don't Know/Refused 2 5 2


Q7



Year

2016 2017 2018

n = 2001 2003 2027

% % %

Yes 89 91 96↑

No 8 6 3



Q7

Q7. Considering the fare and the service provided by Access-A-Ride, would you say it is a Good Value for the Money?




Year

2016 2017 2018

Good Value

n = 2301 2303 2330

% % %

Yes 89 91 96


Willing to use alternatives to cash1

n = 2330

Paying online n/a n/a 11

Paying through the app n/a n/a 7

Using TransitCheck n/a n/a 12

None of the above n/a n/a 63


Q7 - Q7.1

1. New Question for 2018


Q7.1. Which of the following alternatives to cash would you consider to pay for your Access-A-Ride trip?


Access-A-Ride is a 'Good Value for the Money' (continued)

24




Borough


n = 372 752 284 478 141

% % % % %

Yes 97 96 97 95 97

No 3 2 3 3 2

Don't Know/Refused 0 2 1 2 0


Q7



Access-A-Ride is a 'Good Value for the Money' (continued)

25

Change in Overall Access-A-Ride Service

Overall Access-A-Ride Service


Year

2016 2017 2018

n = 300 300 303

% % %

Improved 31 32 41

Stayed the same 58 57 41

Gotten worse 5 3 7



Q3



Year

2016 2017 2018

n = 2001 2003 2027

% % %

Improved 29 36 55↑


Gotten worse 29 19 5↓



Q3



Year

2016 2017 2018

n = 2301 2303 2330

% % %


Stayed the same 54 54 37↓

Gotten worse 7 5 6



Q3

Q3. Would you say that during the past year, overall, Access-A-Ride service has...?





Borough


n = 372 752 284 478 141

% % % % %

Improved 53 55 54 60 42

Stayed the same 38 37 35 31 45

Gotten worse 5 4 7 6 10



Q3

Q3. Would you say that during the past year, overall, Access-A-Ride service has...?


Change in Overall Access-A-Ride Service (continued)

27

Overall Satisfaction with Last Access-A-Ride Trip



Year

2016 2017 2018

n = 300 300 303

% % %



Total: Satisfied 67 84 88






Q38



Year

2016 2017 2018

n = 2001 2003 2027

% % %









Q38

Q38. Now, thinking about when you were last picked up by Access-A-Ride, overall, were you…?




Year

2016 2017 2018

n = 2301 2303 2330

% % %









Q38



Overall Satisfaction with Last Access-A-Ride Trip (continued)

29




Borough


n = 372 752 284 478 141

% % % % %









Q38




30

Changes in Access-A-Ride Reservation Service



Year

2016 2017 2018

n = 2001 2003 2027

% % %



Gotten worse 7 5 3

Other1 n/a n/a 0



Q40F

1. New answer option for 2018

Q40F. Now think again about making reservations for a ride. In the past three months, would you say that Access-A-Ride’s Reservation Service has…?





Borough


n = 372 752 284 478 141

% % % % %

Improved 44 39 43 45 32

Stayed the same 49 55 51 50 58

Gotten worse 4 2 2 2 7

Other 3 0 0 0 1



Q40F



Changes in Access-A-Ride Reservation Service (continued)

32

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


Among Frequent/Occasional Users

2016-2018

Improved Gotten Worse

2016 2017 2018 2016 2017 2018

n= 721 729 946 150 110 65

% % % % % %

Manner/Performance of reservationists 40 39 33 18 16 17

Phone answering promptness 26 24 22 3 9 0

On-time performance 12 16 14 25 17 20

Availability of rides 8 10 2 13 9 0

Reservationists’ knowledge 8 5 7 8 4 12

Number of errors 3 4 2 16 19 4

Hours/Schedules/Routes 1 3 5 4 2 6

Can’t understand them/Don’t speak English 2 2 2 2 1 4

Reference to reservation system (Unspecified) 1 1 0 4 3 3

Non-specific reference to service <1 1 5 - - 10

Get put on hold too long/too frequently n/a n/a n/a 4 4 13

Don't Know/Refused n/a n/a 3 n/a n/a 2

This question asked of: Frequent/Occasional Users who feel the Reservation Service has changed

Multiple Responses Accepted; Select Mentions

Q40G

Q40G. In what ways has the Reservation Service (improved/gotten worse)?


Expected Future Usage of Access-A-Ride



Year

2016 2017 2018

n = 2001 2003 2027

% % %

More often 16 22 24↑

Less often 2 2 2

About the same 43 43 51



Q50B



Year

2016 2017 2018

n = 300 300 303

% % %


Less often 4 2 3




Q50B



Year

2016 2017 2018

n = 2301 2303 2330

% % %


Less often 2 2 2




Q50B

Q50B. In the next year or so would you expect to use Access-A-Ride, including vans, taxi rides and broker cars or voucher services…?





Borough


n = 372 752 284 478 141

% % % % %

More often 26 21 24 26 27

Less often 2 1 2 1 2

About the same 50 55 49 48 49



Q50B

Q50B. In the next year or so would you expect to use Access-A-Ride, including vans, taxi rides and broker cars or voucher services…?


Expected Future Usage of Access-A-Ride (continued)

35

Reasons Why Expect to Use AAR Less Often in the Next Year

2016-2018

2016 2017 2018 Frequent

Users

Occasional

Users

Infrequent

Users

n= 61 42** 40** 22 10 8

% % % % % %

Total: Less need 49 60 62 57 68 71

Healthier/Better physical shape 18 17 30 31 10 56

Fewer doctor’s appointments 12 10 8 4 26 0

Working less/Retired 7 15 5 8 0 0

Don’t go out as much 5 9 16 10 32 15

No need (not specific) 4 5 3 5 0 0

Moving 6 3 0 0 0 0

They are unreliable 6 17 6 2 19 0

Medical limitations (i.e., less able to go out) 14 16 11 12 9 15

Service (Other) 17 9 0 0 0 0

People/Personnel/Poor treatment - 9 0 0 0 0

Other 5 - 4 5 4 0

This question asked of: Those who expect to use AAR less often in the next year

Multiple Responses Accepted, Top Mentions

**Caution: Small Base

Q50C

Q50C. Why do you expect to use Access-A-Ride less often in the next year or so?


Expected Future Usage of Access-A-Ride (continued)

36

Specific Aspects of Access-A-Ride Service

Satisfaction with Specific Aspects of Access-A-Ride Service

% Very or Somewhat Satisfied Among Frequent Users

2016-2018

Year

2016 2017 2018

n = 1375 1378 1389

Reservations % % %

Being able to get through to make a reservation 93 91 95↑

The courtesy of the reservations staff 90 92 96↑

The competence of the

reservations staff 89 90 93↑

The ability to get a ride for the day or time you request it 83 87 91↑

The time it takes to confirm the reservation 92 92 94↑

The ease of understanding what the reservation agent was

saying1 n/a n/a 94

Confirmation of your reservation the evening before your trip1 n/a n/a 90

Messages about the arrival of your vehicle1 n/a n/a 88

This question asked of: Frequent Users

Q42a-j

1. New question for 2018

Satisfaction with Specific Aspects of Access-A-Ride Service

% Very or Somewhat Satisfied Among Frequent Users

2016-2018

Year

2016 2017 2018

% % %

Blue-and-White Vehicles

n = 1323

Overall cleanliness of your vehicle1 n/a n/a 86

Availability of seatbelts1 n/a n/a 88

Temperature of the vehicle (neither too hot or too

cold)1 n/a n/a 90

Wheelchair Users

n = 114

Availability of wheelchair tie downs1 n/a n/a 94

SUVs

n = 595

Ease of deployment of ramp1 n/a n/a 45

Van

n = 586

Ease of deployment of lift1 n/a n/a 82

This question asked of: Frequent Users

44g-l


Q42-43. Now thinking about your experience with Access-A-Ride in the past 3 months, I’d like you to tell me how satisfied you are with some specific

aspects of Access-A-Ride service. Please tell me if you were Very Satisfied, Somewhat Satisfied, Somewhat Dissatisfied, or Very Dissatisfied.


Satisfaction with specific aspects of Access-A-Ride

All Users

2018

%

Reservation Service

n = 2330

Total Satisfied 94

On-Time Performance

n = 2330

Total Satisfied 83

Access-A-Ride Drivers

n = 2330

Total Satisfied 89

Access-A-Ride Vehicle

n = 2330

Total Satisfied 86


Q3.1A - Q3.1D

Satisfaction with specific aspects of Access-A-Ride

All Users

2018

%

Communication about Access-A-Ride customer services

n = 2330

Total Satisfied 89

Communication about your trip on the day it is provided

n = 2330

Total Satisfied 90

Communication about upcoming Access-A-Ride trips

n = 2330

Total Satisfied 89

Trip provided by yellow or green taxis

n = 2330

Total Satisfied 63

Choice of type of vehicle

n = 2330

Yes 85


Q3.1E - Q3.1K


Specific Aspects of Access-A-Ride Service (continued)

38

Use of E-hail Service

E-hail service

All Users

2018

2018

%

Driver operated vehicle in a careful and safe manner

n = 972

Yes 97

What ways did the driver not operate the vehicle in a safe manner

n = 17

64

5

45

6

Drove too fast

Drove too slow

Talked or texted on a cellphone

Disobeyed a traffic law

Don't Know/Refused

Willing to pay a premium price for trip to airport or outside of

borough n = 972

Yes 68

1This question asked of: Total Sample

2This question asked of: Respondents who have used the E-hail service

Q44.95-Q44.97

E-hail service

All Users

2018

2018

%

Used E-hail service

n = 2330

Yes 42

Importance of ability to request E-hail ride on the same

day

n = 972

Important 87

Somewhat important 7

Somewhat unimportant 1

Unimportant 1

Driver called when they arrived

n = 972

Yes 85

Driver was courteous and professional

n = 972

Yes 95

1This question asked of: Total Sample

2This question asked of: Respondents who have used the E-hail service

Q44.91, Q44.93-Q44.94, Q45Z

Q44.91. Have you used the E-hail service?


24

39

Satisfaction with E-hail service


By User Type

2018

User Type

Frequent/Occasional Infrequent All

n = 921 50 972

% % %








This question asked of: Those who have used the E-hail service

Q44.92

New question for 2018

Q44.92. How satisfied are you with the E-hail ride service…?




By Borough

2018

Borough


n = 163 378 121 243 16

% % % % %









Q44.92


Q44.92. How satisfied are you with the E-hail ride service…?


Satisfaction with E-hail service (continued)

41

Use of Assessment Center


Among Infrequent Users

2016-2018

Year

2016 2017 2018

n = 128 112 145

% % %

Yes 75 75 75

This question asked of: Those who have applied for or been recertified in

2018, Infrequent Users.

Q67



2016-2018

Year

2016 2017 2018

n = 738 734 836

% % %

Yes 77 78 78


2018, Frequent and Occasional Users.

Q67

Q67. Did you go to an eligibility assessment center and have an evaluation with a health care professional?




By Borough

2018

Borough


n = 178 362 136 238 67

% % % % %

Yes 80 74 82 79 74

This question asked of: Those who have applied for or been recertified in 2018, Frequent and

Occasional Users.

Q67


Among All Users

2016-2018

Year

2016 2017 2018

% % %

Applied for certification or was recertified

n = 2301 2303 2330

Yes 38 38 42

Used Assessment Center

n = 2303 2301 980

Yes 76 77 78↑


2018.

Q67

Q67. Did you go to an eligibility assessment center and have an evaluation with a health care professional?


Use of Assessment Center (continued)

43

Satisfaction with Assessment Center


By User Type

2018

User Type

Frequent/Occasional Infrequent All

n = 652 109 760

% % %








This question asked of: Those who visited an Assessment Center in 2018.

Q67.7


Q67.7. Thinking about your experience at the eligibility assessment center overall, were you …?




By Borough

2018

Borough


n = 124 228 95 158 45

% % % % %








This question asked of: Those who visited an Assessment Center in 2018, Frequent and Occasional Users.

Q67.7


Q67.7. Thinking about your experience at the eligibility assessment center overall, were you …?


Satisfaction with Assessment Center (continued)

45

MetroCard

Awareness and Interest in MetroCard

among all Users

2016-2018

Year

2016 2017 2018

% % %

Awareness of MetroCard

n = 2301 2303 2330

Yes 52 61 56

Have MetroCard1

n = 1185 1386 1312

Yes 74 65 65

Interest in Receiving MetroCard2,3

n = 481 1482

Yes n/a 39 49↑


1This question asked of: Those who are aware of the Access-A-Ride MetroCard

2This question asked of: Those who do not have an Access-A-Ride MetroCard

3This question not asked in 2016

Q44.60 - 44.60B

Q44.60. 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?


Access to Mobile Phone When Using Access-A-Ride

Access to Mobile Phone When Using

Access-A-Ride

2018

Cell Phone Penetration

n = 2330

Yes 94%

Smart Phone Ownershp1

2179

56%

n =

Yes

Carry your cell phone when you travel

n = 2118

Yes 99%

Willing to receive text messaging about AAR

trips*

n = 2118

Yes 58%


1This question asked of: Those who have a

cell phone

*This question asked of: those who have a cell

phone and did not refuse to answer Q40.4

Q40.3-Q40.6

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 or smart phone with you when you travel with Access-a-Ride?Q40.6 Are you or would you be willing to receive text messaging to learn about and manage your Access-A-Ride trip?


with AAR*

Option 8 When Calling Access-A-Ride

Use of Option 8 when calling Access-A-Ride

Among All Users

2016-2018

Year

2016 2017 2018

Selected Option 8 When Calling Access-A-Ride to Give

Commendation or Make a Complaint

n = 2301 2303 2330

% % %

Yes 49 47 45

Satisfaction with Option 8 when calling Access-A-Ride1

n = 1124 1074 1052

% % %



Total: Satisfied 64 97 71↓



Total: Dissatisfied 33 3 26↑



1This question asked of: Those who have called AAR and selected Option 8 to give a commendation or

make a complaint

Q73-73A

Q73. When calling Access-A-Ride, have you ever selected Option 8 to give a commendation or make a complaint?

Q73A. How satisfied were you with the call to give a commendation or make a complaint…?


Reasons Why Dissatisfied When Giving Commendation or Making a Complaint

(Use of Option 8 When Calling Access-A-Ride)

2017-2018

2017 2018

n= 329 268

% %

They never get back to you/No feedback/No response 27 9

They did not resolve the problem/It happened again 14 1

Some of the representatives are rude/Don’t seem to care 13 3

It feels like it goes nowhere/Doesn’t get looked at 11 4

This question asked of: Those who have called AAR and selected Option 8 to give a

commendation or make a complaint

Question added in 2017

Multiple responses accepted, Top Mentions

Q73D

Q73D. Why were you dissatisfied when giving a commendation or making a complaint?


Option 8 When Calling Access-A-Ride (continued)

49

Option 7 When Calling Access-A-Ride

Use of Option 7 when calling Access-A-Ride

Among All Users

2016-2018

Year

2016 2017 2018

Selected Option 7 When Calling Access-A-Ride to

Check Trip Status or Cancel a Trip*

n = 2301 2303 2324

% % %

Yes 53 48 46

Satisfaction with Option 7 when calling Access-A-Ride1,2

n = n/a n/a 1067

% % %

Very Satisfied n/a n/a 53

Somewhat Satisfied n/a n/a 33

Total: Satisfied n/a n/a 87

Somewhat Dissatisfied n/a n/a 7

Very Dissatisfied n/a n/a 4

Total: Dissatisfied n/a n/a 12

Don't know/Refused n/a n/a 2

*This question asked of: Those who have called AAR

1This question asked of: Those who have called AAR and selected Option 7 to use the

automated phone system for assistance

2 New question for 2018

Q74, 74.1

Q74. When calling Access-A-Ride, have you ever selected Option 7 to use the automated phone system for assistance with checking the status of a trip,

or cancelling a trip?

Q74.1. Thinking about your experience with the automated phone system for assistance, overall were you…?


Satisfaction with rides in blue-and-white Access-A-Ride vehicles

Satisfaction with aspects of last ride in blue-and-white Access-A-Ride

vehicle

among all Users

2018

Year

2018

Driver offered assistance to get into or out

of vehicle1

n = 1014

Yes 89%

Picked up with 30 minutes of schedule

pick-up time

n = 1014

Yes 90%

Drive was courteous and professional

n = 1014

Yes 95%

These questions asked of those who's last ride was in a blue-and-white Access-A-Ride

vehicle

1.New Question for 2018

Q30.1, Q21A, Q23

Q30.1. Still thinking about your last Access-A-Ride trip. Did the driver offer you assistance to get into or out of the vehicle?

Q21A. Were you picked up within 30 minutes of your scheduled pick-up time?

Q23 - Was the driver courteous and professional?


Type of vehicle on last Access-A-Ride trip

Type of vehicle for last Access-A-Ride trip

All Users

2018

Year

2018

n = 2330

%

blue-and-white Access-A-Ride

vehicle 44

A yellow or green taxi or car

service 38

A broker service 12

A voucher 1

Ambulette 0

Other 2

Don't know/Refused/Cannot recall 4

This question asked of: All Users

Q22.1


Q22.1. Still thinking about when you were last picked up by Access-A-Ride, which type of vehicle did you ride in?Q21A. Were you picked up

within 30 minutes of your scheduled pick-up time?


Reservation Service

Reservation Service

All Users

2018

Year

2018

%

Method of making a reservation

n = 2330

Calling # 2 Reservations 93

On MTA website 3

Using an app on smartphone 2

Other 1

Don't know/Refused/ 1

Requested taxi/car service authorization

n = 2330

Yes 38

Has the time taken to receive reimbursements changed

*n = 846

Gotten shorter 17

Stayed the same 59

Gotten longer 25

These questions asked of: All Users, Q40.7, Q40M, Q40N. New Questions for 2018

*n = only respondents who answered "gotten shorter", "stayed the same", or "gottenlonger" to Q40N

Q40.7. How do you most often make a reservation?

Q40M. When making a reservation have you requested a taxi / car service authorization?

Q40N. When submitting receipts for reimbursement, has the time to receive your reimbursement…


Safe Operation of Vehicle

Safe operation of vehicle

All Users

2016-2018

Year

2016 2017 2018

Did the driver operate the vehicle in a careful and safe manner1 % % %

n = 2301 2294 2330

Yes 95 97 97

In what way did the driver not operate the vehicle in a careful and safe

manner2, 3

n = 45

Drove too fast n/a n/a 56

Drove too slow n/a n/a 1

Talked or texted on cellphone n/a n/a 17

Disobeyed a traffic law n/a n/a 21

Don't Know/Refused n/a n/a 23

1. This question asked of: All Users

2. This question asked of users who responded no to Q23A, multiple mention


Q23A - 23B

Q23A. Did the driver operate the vehicle in a careful and safe manner?

Q23B. In what way(s) did the driver not operate the vehicle in a careful and safe manner?


Awareness of Access-A-Ride Operation and Rules

Awareness of Access-A-Ride Operation and Rules

All Users

2018

See AAR Bill of Rights on last trip1

n = 2330

Yes 64%

Aware that AAR Command Center operates 24/71

n = 2330

Yes 64%

Called Command Center1

n = 2330

Yes 57%

Satisfaction with call to Command Center2

n = 1345

Total Satisfied 87%

1.This question asked of: Total Sample

2.This question asked of: Those who called AAR Command Center

Q50.1-50.4

New questions for 2018

Q50.1. When you last traveled on Access-A-Ride or Broker, did you see the Access-A-Ride Customer Bill of Rights posted?

Q50.2. Are you aware that the Access-A-Ride Command Center (Prompt #5) operates 24 hours a day, 7 days a week to assist with same day

travel concerns?

Q50.3. In the last three months have you ever called Access-A-Ride Command Center or Prompt #5 for assistance with same day travel

concerns, such as get an estimated time of arrival, or change the pick-up time for any reason, like running late, or change in an appointment?

Q50.4. How satisfied were you with the results of your call to ACCESS-A-RIDE…?


Reason for Satisfaction rating of call to AAR Command Center

All Users

2018

2018

%

n = 1331

Some of the reps are rude 48.3

Non-response 12.6

They did not know who I was talking about when I gave name of company/person 11.6

They give you the same answer every time 9.3

They apologize but nothing ever changes 5.5

This question asked of: Those who called Command Center


Q50.5

Q50.5. So why did you rate the result of the call a…?


Satisfaction with specific aspects of Assessment Center visit


All Users

2016-2018

Year

2016 2017 2018

% % %

Was the phone representative courteous

n = 662 654 761

Yes 90 91 89

Was the phone representative competent

n = 622 616 710

Yes 95 95 95

Did you arrive at or before your scheduled

appointment time

n = 662 654 760

Yes 94 95 96

These questions asked of: Respondents who visited an

Assessment Center

Q67.1 - Q67.25

Q67.1. When you were informed you had to go to an eligibility assessment center for an evaluation, was the phone representative courteous?

Q67.2. Was the phone representative competent?

Q67.25. Did you arrive at the eligibility assessment center at or before your scheduled appointment time?



All Users

2016-2018

Year

2016 2017 2018

% % %

Evaluation took place or on time or within reasonable amount

of time of the scheduled time1

n = 620 622 734

Yes 91 93 92

Was the assessment center clean2

n = 662 654 760

Yes 95 95 91

Was the waiting area comfortable2

n = 662 654 760

Yes 88 89 87

Were you treated with courtesy and respect by employees2

n = 662 654 760

Yes 95 96 96

1.This question asked of respondents who arrived at Assessment Center at or

before scheduled time

2.This question asked of: Respondents who visited an Assessment Center

Q67.3 - 67.6 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 eligibility assessment center clean?

Q67.5. Was the eligibility assessment center’s waiting area comfortable?

Q67.6. Were you treated with courtesy and respect by the employees at the eligibility assessment center?


Satisfaction with specific aspects of Assessment Center visit (continued)

58

Rider Profile


Subscriber Type

Subscriber Type

User Type

Total Frequent Occasional Infrequent

n= 2330 1389 638 303

% % % %

Conditional 60 56 66 64

Full 40 44 33 36

S1B. Subscriber Type (RECORD FROM SAMPLE)


Demographics

Demographics

User Type User Type

Total Frequent Occasional Infrequent Total Frequent Occasional Infrequent

n= 2330 1389 638 303 n= 2330 1389 638 303

Age % % % % Employment % % % %

Under 25 1 1 2 2 Employed 11 16 4 4

25 to 44 6 7 5 6 Not employed 89 84 96 95

45 to 64 30 33 25 29 Don’t know/Refused <1 <1 0 1

65 to 74 25 27 22 24

75 or older 37 32 47 39 n= 254 217 24 13

Mean (in years) 68 67 71 68 Employment Status % % % %

Median (in years) 58 57 62 57 Full-time 57 57 62 38

Part-time 39 38 33 62

Gender % % % % Don't know/Refused 4 5 5 0

Male 23 22 24 28

Female 77 78 76 72

D1.Age (RECORD FROM SAMPLE)

B. RESPONDENT’S GENDER (RECORD FROM SAMPLE)

D4. Are you employed?

D4A. Are you employed full-time or part-time?


Support Devices and Personal Care Attendants

Support Devices and Personal Care Attendants

Total User Type

Frequent Occasional Infrequent

Use of Support Devices n= 2330 1389 638 303

% % % %

*Total: Any 77 79 76 72

A manual wheelchair 6 5 8 11

A motorized wheelchair 4 4 4 4

A Scooter 2 2 2 2

Braces 3 3 2 2

A service / guide animal 1 1 1 3

A support cane 47 49 44 40

A white guide cane 2 2 2 3

Crutches 1 1 0 <1

A walker/Rollator 27 28 26 21

A respirator / oxygen tank 1 1 1 1

Other 1 1 2 1

Don't know / Refused / Do not use a support device 23 21 24 28

Travel with a personal care attendant n= 2330 1389 638 303

% % % %

Yes 47 44 51 50


*Multiple Responses Accepted; Top Mentions

D3A-D3C

D3A. When traveling, do you normally use a support device, service animal or other form of assistance not including a PCA?

D3B. What type of support device or assistance do you use?

D3C. Do you normally travel with a PCA?


Demographics (Origin, Race, and Country)

Are you of Hispanic, Latino, or

Spanish origin?*

Total

n= 1358

%

Yes 19

No 78

Don't Know / Refused 2


Which of the following describes your race?*

Total

n= 1358

%

White 27

African-American/Black 45

Asian 2

American Indian or Alaska Native 1

Native Hawaiian or Other Pacific Islander <1

Racially Mixed 17

Other 0



In what country were you born?*

Total

n= 1358

%

USA 74

Dominican Republic 2

Guyana 2

Jamaica 3

Puerto Rico 3

Other 13



*These questions were added to the survey during the fielding period.

D17. Are you of Hispanic, Latino, or Spanish origin?

D18. Which of the following describes your race?

D19. In what country were you born?


Demographics (Language)

What is the primary language spoken at your

home?

Total

n= 1358

%

English 88

Spanish 6

Chinese/Mandarin/Cantonese <1

Korean <1

Russian <1

French Creole 1

Other 4



How well do you speak

English?

Total

n= 1358

%

Very well 84

Well 13

Not well 3

Don't Know /

Refused <1


D20. What is the primary language spoken at your home?

D21. How well do you speak English?


Appendix A – History Tables





Year

1997 1998 1999 2000 2001 2003 2004 2005 2006 2007 2008 2011 2012 2013 2014 2015 2016 2017 2018

n= 1540 1734 1988 2011 2004 2006 2015 2012 2003 2010 2004 2001 2008 2002 2006 2003 2001 2003 2027

% % % % % % % % % % % % % % % % % % %

Total: Satisfied 74 76 73 76 80 79 77 79 79 78 76 77 80 79 73 66 65 74 87↑

Very satisfied 36 35 30 35 40 33 34 36 33 34 33 33 36 37 30 25 22 29 46

Somewhat satisfied 38 41 43 41 39 46 44 43 46 44 42 44 43 41 43 42 43 45 41

Total: Dissatisfied 26 24 25 23 20 21 19 19 19 19 20 21 18 18 25 30 32 23 12

Somewhat dissatisfied 16 16 18 17 14 16 14 14 13 14 15 16 14 13 20 21 20 17 9

Very dissatisfied 9 8 8 6 5 5 5 5 6 4 4 5 4 5 6 9 12 7 3

This question asked of: Frequent/Occasional Users Q4



Overall Satisfaction with Access-A-Ride Among Infrequent Users

1997-2018

Year

1997 1998 1999 2000 2001 2003 2004 2005 2006 2007 2008 2011 2012 2013 2014 2015 2016 2017 2018

n= 300 300 301 303 301 301 303 301 303 302 301 300 301 301 298 300 300 300 303

% % % % % % % % % % % % % % % % % % %

Total: Satisfied 70 73 77 82 86 83 79 78 82 85 76 80 78 85 76 75 67 71 84↑

Very satisfied 43 39 43 40 55 42 45 40 50 44 44 39 38 46 35 35 31 33 44

Somewhat satisfied 27 34 34 42 31 41 34 38 32 41 32 41 40 39 41 40 37 38 40

Total: Dissatisfied 27 26 21 16 13 16 17 20 15 10 19 16 21 14 19 22 29 27 16

Somewhat dissatisfied 12 14 12 11 8 10 9 14 11 5 14 10 14 9 11 14 21 18 11

Very dissatisfied 15 11 9 5 5 6 7 6 4 5 5 6 6 5 9 9 8 9 5

This question asked of: Infrequent Users Q4




67

Change in Overall Satisfaction with Access-A-Ride By Borough of Residence

“Very or Somewhat Satisfied” Among Frequent/Occasional Users

1997-2018

Year

1997 1998 1999 2000 2001 2003 2004 2005 2006 2007 2008 2011 2012 2013 2014 2015 2016 2017 2018

% % % % % % % % % % % % % % % % % % %

Total 74 76 73 76 80 79 77 79 79 78 76 77 80 79 73 66 65 74 87↑

Bronx 71 74 71 76 83 77 72 74 76 77 77 79 75 84 72 63 62 73 85

Manhattan 74 71 71 69 79 80 72 66 75 77 68 71 75 77 72 66 67 71 89

Queens 78 76 71 75 78 76 79 82 79 76 75 78 84 76 76 68 67 76 86

Brooklyn 72 79 77 77 78 80 77 83 79 78 75 77 82 78 72 66 63 75 86

Staten Island 76 71 74 85 88 87 86 86 87 84 85 75 77 81 72 71 71 72 83

Difference:

Highest – Lowest

Borough +7 +8 +6 +16 +10 +11 +14 +20 +12 +8 +17 +8 +9 +8 +4 +8 +9 +5 +6

(% Pts) points points points points points points points points points points points points points points points points points points points


Q4. Now please tell me how satisfied you are with Access-A-Ride, overall. Would you say you are…? (Very or Somewhat Satisfied)?



68


“Very Satisfied”


Year

1997 1998 1999 2000 2001 2003 2004 2005 2006 2007 2008 2011 2012 2013 2014 2015 2016 2017 2018

% % % % % % % % % % % % % % % % % % %

Total 36 35 30 35 40 33 34 36 33 34 33 33 36 37 30 25 22 29 46

Bronx 30 28 26 39 41 37 30 33 31 31 31 31 34 37 29 23 19 30 43

Manhattan 40 30 26 29 35 28 31 25 28 29 24 28 28 33 30 26 20 25 49

Queens 42 35 29 38 41 34 35 36 30 34 36 39 40 39 29 24 25 29 45

Brooklyn 32 37 32 32 39 29 32 38 33 32 32 29 38 36 31 24 20 30 44

Staten Island 40 40 39 46 51 50 47 46 46 52 45 39 40 44 31 30 30 30 48

Difference:

Highest – Lowest

Borough +12 +12 +13 +17 +16 +21 +17 +21 +18 +23 +21 +11 +12 +11 +2 +7 +11 +5 +6



Q4. Now please tell me how satisfied you are with Access-A-Ride, overall. Would you say you are…? (Very Satisfied)?



69


“Very or Somewhat Dissatisfied” Among Frequent/Occasional Users

1997-2018

Year

1997 1998 1999 2000 2001 2003 2004 2005 2006 2007 2008 2011 2012 2013 2014 2015 2016 2017 2018

% % % % % % % % % % % % % % % % % % %

Total 25 24 25 23 19 21 19 19 19 19 20 21 18 18 25 30 32 23 12

Bronx 29 26 28 23 16 22 23 23 21 19 21 20 24 15 27 33 36 26 15

Manhattan 26 28 28 30 21 19 25 30 22 21 27 26 22 20 26 31 30 26 9

Queens 22 23 26 24 21 20 19 17 18 20 19 18 13 19 23 29 30 21 13

Brooklyn 27 20 22 23 22 23 19 16 20 19 19 23 16 18 26 31 34 22 14

Staten Island 24 28 26 14 12 12 9 13 11 14 13 23 19 15 26 25 27 26 17

Difference:

Highest – Lowest

Borough +7 +8 +6 +16 +10 +11 +16 +17 +11 +7 +14 +8 +11 +5 +4 +8 +9 +5 +8



Q4. Now please tell me how satisfied you are with Access-A-Ride, overall. Would you say you are…? (Very or Somewhat Dissatisfied)?



70


“Very Dissatisfied”


Year

1997 1998 1999 2000 2001 2003 2004 2005 2006 2007 2008 2011 2012 2013 2014 2015 2016 2017 2018

% % % % % % % % % % % % % % % % % % %

Total 9 8 8 6 5 5 5 5 6 4 4 5 4 5 6 9 12 7 3

Bronx 10 10 9 5 5 5 6 6 6 5 6 6 5 5 8 8 11 9 3

Manhattan 9 9 7 8 6 5 6 8 7 6 6 6 5 5 8 10 12 7 2

Queens 9 9 10 7 7 4 6 4 7 6 4 4 2 5 5 8 12 6 4

Brooklyn 11 6 6 6 5 6 5 4 5 2 4 5 4 4 3 11 13 6 3

Staten Island 8 8 6 3 3 5 2 1 4 4 3 7 4 7 8 6 8 7 6

Difference:

Highest – Lowest

Borough +4 +4 +4 +5 +4 +2 +4 +7 +3 +4 +3 +3 +3 +3 +5 +5 +5 +3 +4



Q4. Now please tell me how satisfied you are with Access-A-Ride, overall. Would you say you are…? (Very Dissatisfied)?



71

Change in Overall Access-A-Ride Service

Perceptions of Changes in Overall Access-A-Ride Service During the Past Year

“Improved”

By Borough of Residence Among Frequent/Occasional Users

1997-2018

Year

1997 1998 1999 2000 2001 2003 2004 2005 2006 2007 2008 2011 2012 2013 2014 2015 2016 2017 2018

% % % % % % % % % % % % % % % % % % %

Total 34 26 32 31 33 39 39 34 32 36 35 35 40 52 38 31 29 36 55↑

Bronx 30 25 29 32 34 38 32 25 29 38 32 33 37 53 41 29 25 36 53

Manhattan 33 28 33 30 29 40 34 25 29 28 28 35 35 50 35 32 26 35 55

Queens 32 24 30 32 33 39 40 39 32 37 39 40 46 54 38 30 32 37 54

Brooklyn 43 31 35 30 34 37 42 37 35 40 37 34 43 53 38 32 29 37 60

Staten Island 26 18 26 28 30 49 40 35 33 28 34 30 31 46 32 28 27 31 42


Q3. Would you say that during the past year, overall, Access-A-Ride service has ... (Improved)?


Perceptions of Changes in Overall Access-A-Ride Service During the Past Year

“Gotten Worse”

By Borough of Residence Among Frequent/Occasional Users

1997-2018

Year

1997 1998 1999 2000 2001 2003 2004 2005 2006 2007 2008 2011 2012 2013 2014 2015 2016 2017 2018

% % % % % % % % % % % % % % % % % % %

Total 31 24 25 20 20 15 15 17 19 14 14 18 15 14 21 27 29 19 5↓

Bronx 37 26 25 20 16 14 18 25 24 14 17 22 21 14 20 28 34 18 5

Manhattan 24 24 25 23 22 16 16 25 18 18 18 17 17 14 20 25 30 18 4

Queens 27 26 26 19 22 12 14 13 20 14 14 13 13 15 18 25 27 18 7

Brooklyn 30 21 25 21 20 17 13 14 17 13 12 20 12 13 23 30 29 20 6

Staten Island 38 30 27 14 17 12 11 15 14 13 11 19 17 13 25 25 22 22 10


Q3. Would you say that during the past year, overall, Access-A-Ride service has...? (Gotten Worse)?


Change in Overall Access-A-Ride Service (continued)

73

Access-A-Ride is a ‘Good Value for the Money’

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

1997-2018

Year

1997 1998 1999 2000 2001 2003 2004 2005 2006 2007 2008 2011 2012 2013 2014 2015 2016 2017 2018

% % % % % % % % % % % % % % % % % % %

Total 96 95 95 95 96 92 95 96 95 95 95 95 95 94 92 89 89 91 96↑

Bronx 94 93 96 96 96 91 94 97 93 94 96 95 95 94 93 91 90 88 97

Manhattan 96 93 93 95 96 91 93 94 91 95 93 96 94 94 90 90 92 87 96

Queens 97 94 95 95 97 93 96 97 95 95 96 95 95 95 93 89 86 92 97

Brooklyn 95 95 96 95 97 91 94 97 97 96 95 95 95 93 91 86 87 94 95

Staten Island 97 98 96 99 96 96 98 96 96 96 98 95 96 94 95 94 93 94 97

By Level of Satisfaction with Access-A-

Ride

Satisfied 98 97 98 98 98 95 97 98 98 98 97 97 97 96 96 95 95 95 97

Dissatisfied 89 86 89 87 88 84 85 90 84 84 88 89 87 85 82 76 78 82 90


Q7. Considering the fare and the service provided by Access-A-Ride, would you say it is Good Value for Money… (Yes)?



Change in Overall Satisfaction with Last Access-A-Ride Trip By Borough of Residence

“Very/Somewhat Satisfied” Among Frequent/Occasional Users

1997-2018

1997 1998 1999 2000 2001 2003 2004 2005 2006 2007 2008 2011 2012 2013 2014 2015 2016 2017 2018

% % % % % % % % % % % % % % % % % % %

Total 84 85 86 85 85 86 86 87 85 87 85 86 89 85 86 81 83 85 90↑

Bronx 81 84 85 85 88 88 83 83 84 86 88 87 89 88 85 81 80 85 92

Manhattan 85 85 87 80 83 88 85 83 84 85 80 86 84 80 84 82 80 86 88

Queens 86 87 84 85 84 85 85 85 83 87 86 87 89 84 88 81 84 84 91

Brooklyn 83 84 86 85 86 85 87 89 85 88 84 85 90 84 87 81 83 84 89

Staten Island 86 86 87 90 86 93 91 92 93 88 91 87 89 89 84 83 90 86 90


Q38. Now, thinking about when you were last picked up by Access-A-Ride, overall, were you… (Very or Somewhat Satisfied)?



“Very Satisfied”


1997 1998 1999 2000 2001 2003 2004 2005 2006 2007 2008 2011 2012 2013 2014 2015 2016 2017 2018

% % % % % % % % % % % % % % % % % % %

Total 61 58 60 61 61 58 62 65 61 65 65 63 65 61 61 57 55 65 69

Bronx 54 56 57 65 64 64 60 61 58 65 67 65 68 66 54 57 54 66 72

Manhattan 63 57 56 59 57 59 62 61 58 61 60 61 60 60 62 59 54 63 68

Queens 68 60 63 62 58 59 61 64 60 64 68 65 66 60 65 54 55 63 73

Brooklyn 55 57 60 59 63 52 61 66 60 65 62 61 65 59 60 58 56 66 67

Staten Island 68 61 64 70 65 69 70 75 73 71 72 62 67 68 61 58 63 66 73


Q38. Now, thinking about when you were last picked up by Access-A-Ride, overall, were you… (Very Satisfied)?



76


“Very/Somewhat Dissatisfied” Among Frequent/Occasional Users

1997-2018

1997 1998 1999 2000 2001 2003 2004 2005 2006 2007 2008 2011 2012 2013 2014 2015 2016 2017 2018

% % % % % % % % % % % % % % % % % % %

Total 15 13 13 14 14 13 12 12 12 10 11 12 10 12 12 16 16 13 9

Bronx 17 15 15 14 12 12 16 16 13 12 11 12 10 11 13 16 19 13 8

Manhattan 14 13 12 18 16 10 13 16 13 14 15 12 13 17 15 15 18 11 10

Queens 13 12 15 14 15 15 13 13 13 9 9 10 9 14 10 17 14 14 9

Brooklyn 15 14 13 13 13 14 10 9 12 9 11 14 8 11 11 16 16 13 10

Staten Island 13 11 10 9 14 7 7 7 7 10 9 11 10 9 15 15 9 12 9


Q38. Now, thinking about when you were last picked up by Access-A-Ride, overall, were you… (Very or Somewhat Dissatisfied)?



77


Perceptions of Changes in Access-A-Ride Reservation Service Among Frequent/Occasional Users

1998-2018

Year

1998 1999 2000 2001 2003 2004 2005 2006 2007 2008 2011 2012 2013 2014 2015 2016 2017 2018

n= 1734 1988 2011 2004 2006 2015 2012 2003 2010 2004 2001 2008 2002 2006 2003 2001 2003 2027

% % % % % % % % % % % % % % % % % %

Improved 27 35 34 31 41 36 33 32 33 33 28 30 68 54 42 36 37 42

Stayed about the same 53 47 55 59 51 55 58 57 57 57 59 60 27 39 50 53 54 52

Gotten worse 13 12 8 7 5 4 5 5 5 7 10 7 2 4 4 7 5 3

Don’t know/Refused 7 6 4 4 3 4 5 5 5 3 3 3 3 3 3 3 4 3

This question asked of: Frequent/Occasional Users Q40F



Ways in Which the Access-A-Ride Reservation Service Has Improved by Perceptions of Changes in Access-A-Ride Reservation Service


1998-2018

Improved

1998 1999 2000 2001 2003 2004 2005 2006 2007 2008 2011 2012 2013 2014 2015 2016 2017 2018

n= 452 683 676 599 826 706 632 623 651 629 542 604 1340 1042 849 721 729 946

% % % % % % % % % % % % % % % % % %

Manner/Performance of reservationists n/a n/a n/a n/a n/a 25 25 26 30 30 36 35 30 31 29 40 39 33

Phone answering promptness 13 13 18 16 35 23 27 18 26 25 25 26 57 46 39 26 24 22

On-time performance 15 23 29 19 21 26 21 31 29 23 21 19 10 16 12 12 16 14

Reservationists’ knowledge n/a n/a n/a n/a n/a n/a - 2 4 9 11 7 7 6 6 8 5 7

Number of errors n/a n/a n/a n/a n/a n/a - <1 2 4 3 1 3 2 2 3 4 2

Can’t understand/Don’t speak English n/a n/a n/a n/a n/a n/a - 1 1 2 2 <1 3 2 2 2 2 2

Reference to reservation system (Unspecified) n/a n/a n/a n/a n/a n/a - 3 1 1 3 1 1 <1 1 1 1 0

Hours/Schedules/Routes 4 3 1 6 7 6 10 3 1 1 2 4 <1 <1 9 1 3 5

Non-specific reference to service n/a n/a n/a n/a n/a n/a 3 10 15 10 10 6 1 1 3 1 2 5

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 n/a



n/a=Data not available

Q40G

Q40G. In what ways has the Reservation Service improved?



79

Ways in Which the Access-A-Ride Reservation Service Has Gotten Worse by Perceptions of Changes in Access-A-Ride Reservation Service


1998-2018

Gotten Worse

1998 1999 2000 2001 2003 2004 2005 2006 2007 2008 2011 2012 2013 2014 2015 2016 2017 2018

n= 230 247 152 155 113 91 109 115 108 149 198 159 45* 84 88 150 110 65

% % % % % % % % % % % % % % % % % %

Manner/Performance of reservationists n/a n/a n/a n/a n/a n/a 2 24 26 21 38 30 11 16 11 18 16 17

Phone answering promptness 22 37 6 13 11 5 16 22 22 32 29 31 20 6 6 3 9 0

On-time performance 14 27 18 22 22 30 20 36 21 11 8 10 26 39 44 25 17 20

Reservationists’ knowledge n/a n/a n/a n/a n/a n/a - - 2 7 8 11 6 10 2 8 4 12

Number of errors n/a n/a n/a n/a n/a n/a 10 14 11 10 10 8 5 8 15 16 19 4

Can’t understand/Don’t speak English n/a n/a n/a n/a n/a n/a - 5 4 6 7 5 4 4 2 2 1 4

Reference to reservation system (Unspecified) n/a n/a n/a n/a n/a n/a 2 6 5 2 9 1 2 - - 4 3 3

Hours/Schedules/Routes 8 7 7 23 17 17 18 8 4 7 6 4 - 6 10 4 2 6

Non-specific reference to service n/a n/a n/a n/a n/a n/a - 1 - - 2 - 1 - - - - 10

Get put on hold too long/too frequently n/a n/a n/a n/a n/a n/a - - 9 20 14 24 2 6 5 4 4 13



*Caution: Small Base

n/a=Data not available

Q40G

Q40G. In what ways has the Reservation Service gotten worse?



80

Appendix B – Methodology Charts


Margin of Error 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 2,330 interviews conducted for the Customer Satisfaction survey, we can expect the values from our sample to be within 2 percentage

points 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.

40% 30% 20% 10% 1%

or or or or or

If the percentage found is around: 50% 60% 70% 80% 90% 99%

Then the standard error, in percentage points would be:

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


Completed Interviews

Completes

Bronx 496

Frequent 301

Occasional 129

Infrequent 66

Manhattan 492

Frequent 301

Occasional 125

Infrequent 66

Queens 502

Frequent 304

Occasional 133

Infrequent 65

Brooklyn 498

Frequent 306

Occasional 126

Infrequent 66

Staten Island 342

Frequent 177

Occasional 125

Infrequent 40

Total 2330


User

UuuMethodology Charts (continued)

The chart below details the user segments surveyed, as defined by the frequency of AAR ride requests made between September and November 2018 (see page 4)

User Segments SurveyedThe chart below details the user segment surveyed, as defined by the frequency of AAR ride requests made between September and November 2018. (see page 4)

83

Weights The survey data was 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 2018 study was 301, which represents 21.7% of the total

sample of 1,389 frequent users surveyed. However, in the real universe of 26,240 frequent users, the Bronx only represents 18.4%.

Therefore, a weighting factor of less than one (in this case 0.847478805) is applied to each respondent from the Bronx frequent user

segment so that in total they will now represent only 18.4% 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., 255 actual Bronx frequent users) by the

number of surveys completed among that segment (e.g. 301 Bronx frequent user completes), which in this case is 0.847478805.


Weights

Subset Completes

% of

Completes Universe

% of

Universe Target Weight

Bronx - Frequent 301 22% 4819 18% 255.0911204 0.847478805

Brooklyn - Frequent 301 22% 9729 37% 514.9992759 1.71096105

Manhattan - Frequent 304 22% 3699 14% 195.8045351 0.644093865

Queens - Frequent 306 22% 6200 24% 328.1935976 1.072528097

Staten Island - Frequent 177 13% 1793 7% 94.91147104 0.536223

Total - Frequent 1389 26240 1389

Bronx - Occasional 129 20% 5209 18% 117.0767984 0.907572081

Brooklyn - Occasional 125 20% 10529 37% 236.6484182 1.893187346

Manhattan - Occasional 133 21% 3922 14% 88.15035581 0.66278463

Queens - Occasional 126 20% 6681 24% 150.1612767 1.191756164

Staten Island - Occasional 125 20% 2045 7% 45.96315085 0.367705207

Total - Occasional 638 28386 638

Bronx - Infrequent 66 22% 5857 17% 51.1152683 0.774473762

Brooklyn - Infrequent 66 22% 12563 36% 109.6399378 1.661211179

Manhattan - Infrequent 65 21% 4712 14% 41.12261298 0.632655584

Queens - Infrequent 66 22% 8794 25% 76.74708373 1.162834602

Staten Island - Infrequent 40 13% 2793 8% 24.37509721 0.60937743

Total -Infrequent 303 34719 303


Appendix C - Questionnaire

**Questionnaire is presented in the order the questions were asked, but was renumbered to align with the historical data file. Yellow highlighted question numbers correspond to the historical data file variable names. Historical variable names are also referenced in skip patterns and other logic instructions throughout the questionnaire.


Questionnaire (continued)

QUE292 – ACCESS-A-RIDE CUSTOMER SATISFACTION STUDY 2018 QUESTIONNAIRE MOST SENSITIVE

MDAC November 2018

ACCESS-A-RIDE CUSTOMER SATISFACTION STUDY 2018

QUOTAS

Borough Frequent

Users Occasional

Users Infrequent

Users Total

Interviews Bronx 300 125 65 490 Manhattan 300 125 65 490 Queens 300 125 65 490 Brooklyn 300 125 65 490 Staten Island 175 125 40 340 TOTAL 1,375 625 300 2,300

SCREENING QUESTIONNAIRE

A. S1B - SUBSCRIBER TYPE (RECORD FROM SAMPLE, DO NOT ASK)

01 Conditional 60%02 Full 40%

B. S1 - Hello, my name is and I’m calling from M. Davis and Company, a national research company. May I speak to (NAME OF RESPONDENT ON LIST)?

01 Speaking 95% → SKIP TO S2.02 I’ll get her/him 1% → REINTRODUCE YOURSELF WHEN RESPONDENT COMES TO PHONE,

THEN SKIP TO S2. 03 Not available/not here right now 0%→ ARRANGE FOR CALLBACK 04 Person cannot speak due to physical/other condition 4% → CONTINUE 98 Refused 0% → TERMINATE, CODE AS ‘REFUSED’

87



IF PERSON CANNOT SPEAK [S1 (04)], ASK:

C. S1A - May I speak to their personal caregiver or care attendant?

01 Yes 98% → CONTINUE 02 No 0% → TERMINATE, CODE AS ‘REFUSAL’

03 Person unavailable 2% → RECORD PERSON’S NAME, SCHEDULE CALLBACK ASK EVERYONE:

D. S2 - Introduce self, if necessary. We are conducting a survey for MTA New York City Transit to learn about its Paratransit customers’ experiences with Access-A-Ride, and how satisfied they are with the service. As you may recall, we sent you a letter in early January informing you about the survey. As an Access-A-Ride customer, your opinions are very important. Without your help the information collected will not be as accurate as we need it to be. We want to continue to provide the best possible services but we need the data to support us! [IF S1A (01)] INSERT: As the customer’s caregiver or care attendant please provide answers from the actual customer and not your opinions.] This call may be monitored for quality control purposes. Can I continue?

01 OK, Continue 100% → CONTINUE 02 Can’t talk now 0% → ARRANGE FOR CALLBACK 98 Refused 0% → THANK AND TERMINATE, CODE AS ‘REFUSAL’

D21 NEW-2018 - How well do you speak English? 01 Very well 84% 02 Well 13% 03 Not well 3%

E. A - Before getting to the main subject of the survey, I need to ask you a few preliminary questions. First, what borough do you live in? (DO NOT READ LIST.)

01 The Bronx 18% → CONTINUE

88



02 Manhattan 37%→ CONTINUE 03 Queens 14% → CONTINUE 04 Brooklyn 24% → CONTINUE 05 Staten Island 7%→ CONTINUE 06 No longer live in NYC 0% → THANK AND TERMINATE 98 Refused 0% → THANK AND TERMINATE

ASK EVERYONE:

F. B - RECORD RESPONDENT’S GENDER (DO NOT ASK):

01 Male 23% 02 Female 77%

G. C - Do you or does anyone in your immediate family work for…? (READ ENTIRE LIST. ACCEPT MULTIPLE RESPONSES)

01 A local transit agency, such as the MTA, New York City Transit, Metro-North Railroad, Long Island Rail Road, Staten Island Railway, the PATH, Bridges and Tunnels, or New Jersey Transit 0%

02 A media, marketing, or advertising company 0% 03 A market research firm 0% 96 DO NOT READ: None of the above 100% 98 DO NOT READ: Refused 0% 99 DO NOT READ: Don’t know 0%

IF ‘YES’, ‘DON’T KNOW’ or ‘REFUSED’ TO ANY IN C (01-03, 98, 99), THANK AND TERMINATE

OVERALL EXPERIENCE WITH ACCESS-A-RIDE

Q1. Q4 - Now please tell me how satisfied you are with Access-A-Ride, overall. Would you say you are…? (READ LIST) 01 Very Satisfied 46% 02 Somewhat Satisfied 41% 03 Somewhat Dissatisfied 9%

89



04 Very Dissatisfied 3% 98 DO NOT READ: Refused → SKIP TO Q3. < 1% 99 DO NOT READ: Don’t know → SKIP TO Q3. 1%

IF ABLE TO RATE IN Q4 (01-04), ASK Q5:

Q2. Q5 - Why did you give Access-A-Ride a satisfaction rating of (INSERT ANSWER TO Q4.)? (CLARIFY & PROBE.) (INTERVIEWER TYPE “NA” FOR DON’T KNOW OR REFUSED)

Q3. Q3 - Would you say that during the past year, overall, Access-A-Ride service has ...? (READ LIST)

01 Improved 53% 02 Stayed about the same 37% 03 Gotten worse 6% 98 DO NOT READ: Refused <1% 99 DO NOT READ: Don’t know 5%

Q3.1. NEW-2018 - Now I would like you to rate your satisfaction with the following aspects of Access-A-Ride. For each aspect, please tell me if you were Very Satisfied, Somewhat Satisfied, Somewhat Dissatisfied, or Very Dissatisfied. (READ FIRST ITEM. THEN SAY: “How about…?” REPEAT SCALE AS NECESSARY)

Very Satisfied

Somewhat Satisfied

Somewhat Dissatisfied

Very Dissatisfied Refused

Don’t Know

Q3.1a. Reservation service 1 - 64% 2 - 29% 3 - 4% 4 - 2% 98 <1% 99 - 1% Q3.1b. On-Time Performance 1 - 42% 2 - 42% 3 - 10% 4 - 6% 98 <1% 99 - 1%

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Q3.1c. Access-A Ride Drivers 1 - 56% 2 - 33% 3 - 7% 4 - 2% 98 <1% 99 - 2% Q3.1d. Access-A-Ride Vehicle 1 - 52% 2 - 35% 3 - 8% 4 - 3% 98 <1% 99 - 2% Q3.1e. Communication about Access-A-Ride customer services

1 - 56% 2 - 33% 3 - 6% 4 - 3% 98 <1% 99 - 3%

Q3.1f. Communication about your trip on the day it is provided

1 - 58% 2 - 32% 3 - 5% 4 - 2% 98 <1% 99 - 2%

Q3.1g. Communication about upcoming Access-A-Ride trips

1 - 60% 2 - 29% 3 - 3% 4 - 2% 98 <1% 99 - 6%

Q3.1i. Trip provided by yellow or green taxis

1 - 45% 2 - 17% 3 - 4% 4 - 4% 98 - 1% 99- 28%

Q3.1k. Choice of type of vehicle 1 - 53% 2 - 32% 3 - 5% 4 - 3% 98 <1% 99 - 6%

Q6. Q7 - Considering the fare and the service provided by Access-A-Ride, would you say it is…? (READ LIST)

01 A good value for the money 96% 02 Not a good value for the money 3% 98 DO NOT READ: Refused <1% 99 DO NOT READ: Don’t know 1%

ASK EVERYONE: ALTERNATIVE PAYMENT

Q7.1. NEW-2018 - Which of the following alternatives to cash would you consider to pay for your Access-A-Ride trip? (READ LIST)

01 Paying online 11% 02 Paying through the app 7% 03 Using a TransitChek or similar employee commuter transit benefit program 12% 97 DO NOT READ: None of the above 63% 98 DO NOT READ: Refused 1% 99 DO NOT READ: Don’t know 6%

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OVERALL ASSESSMENT OF LAST TRIP

ASK EVERYONE: Q8. Q38 - Now, thinking about when you were last picked up by Access-A-Ride, overall, were you…? (READ LIST)

01 Very satisfied 69% 02 Somewhat Satisfied 20% 03 Somewhat Dissatisfied 5% 04 Very dissatisfied 5% 98 DO NOT READ: Refused <1% 99 DO NOT READ: Don’t know 1%

Q22.1. NEW-2018 - Still thinking about when you were last picked up by Access-A-Ride, which type of vehicle did you ride in? (READ ENTIRE LIST. RECORD ONE ANSWER.)

01 A blue-and-white Access-A-Ride vehicle 44% → CONTINUE 02 A yellow or green taxi or car service 38% → SKIP TO Q22.1b. 03 A broker service 12% → SKIP TO Q23A 04 If E. (05) A voucher 1% → SKIP TO Q13A 05 DO NOT READ I can’t recall which vehicle 1% → SKIP TO Q23A 06 DO NOT READ: Ambulette 0% → SKIP TO Q23A 07 DO NOT READ: Other 2% (SPECIFY:) → SKIP TO Q23A 98 DO NOT READ: Refused <1% → SKIP TO Q23A 99 DO NOT READ: Don’t know 2% → SKIP TO Q23A

Q22.1a. NEW-2018 - What type of blue-and-white Access-A-Ride vehicle did you ride in?

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01 A van 29% → SKIP TO Q30.1. 02 A MV-1 (SUV) 6% → SKIP TO Q30.1. 03 A sedan 6% → SKIP TO Q30.1. 98 DO NOT READ: Refused <1% → SKIP TO Q30.1. 99 DO NOT READ: Don’t know 2% → SKIP TO Q30.1.

Q22.1b. NEW-2018 - How did you reserve your yellow or green taxi or car service?

01 Through Access-A-Ride advance reservation 30% → SKIP TO Q23A 02 Reimbursed by Access-A-Ride 1% → SKIP TO Q23A 03 Through the on-demand E-hail pilot 6% → SKIP TO Q23A 98 DO NOT READ: Refused <1% → SKIP TO Q23A 99 DO NOT READ: Don’t know 1% →SKIP TO Q23A

IF [Q22.1. (01)], ASK Q30.1. Q21A, Q23 Q30.1. NEW-2018 - Still thinking about your last Access-A-Ride trip. Did the driver offer you assistance to get into or out of the vehicle? 01 Yes 89% 02 No 10%

98 DO NOT READ: Refused 0% 99 DO NOT READ: Don’t know 1%

Q11. Q21A - Were you picked up within 30 minutes of your scheduled pick-up time? 01 Yes 90% 02 No 9%


Q12. Q23 - Was the driver courteous and professional?

01 Yes 95%

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02 No 4% 98 DO NOT READ: Refused 0% 99 DO NOT READ: Don’t know 1%

ASK EVERYONE:

Q13. Q23A - Did the driver operate the vehicle in a careful and safe manner?

01 Yes 97% 02 No 2% 98 DO NOT READ: Refused <1% 99 DO NOT READ: Don’t know 1%

Q23B. NEW-2018 - (If Q23A (02) In what way(s) did the driver not operate the vehicle in a careful and safe manner? (check all that apply) (READ LIST)

01 Drove too fast 56% 02 Drove too slow 1% 03 Talked or texted on cellphone 17% 04 Disobeyed (broke) a traffic law (e.g. ran a red light, did not stop at a stop sign, etc.) 21% 98 DO NOT READ: Refused 7% 99 DO NOT READ: Don’t know 17%

ACCESS-A-RIDE PERFORMANCE IN GENERAL

Q15. Q40.3 - Do you have a cell phone?

01 Yes 94% CONTINUE 02 No 6% SKIP TO D3A 98 DO NOT READ: Refused <1% SKIP TO D3A99 DO NOT READ: Don’t know 0% SKIP TO D3A

IF [Q40.3 (01)] ASK Q40.4

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Q16. 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.

01 Yes 56% CONTINUE 02 No 41% CONTINUE 98 DO NOT READ: Refused <1% SKIP TO D3A 99 DO NOT READ: Don’t know 3% SKIP TO D3A

Q17. Q40.5 - Do you carry your cell phone or smart phone with you when you travel with Access-a-Ride?

01 Yes 99% 02 No 1% 98 DO NOT READ: Refused <1% 99 DO NOT READ: Don’t know <1%

Q40.6. NEW-2018 - Are you or would you be willing to receive text messaging to learn about and manage your Access-A-Ride trip?


ASK EVERYONE: Q19. D3A - When traveling, do you normally use a support device, service animal or other form of assistance not including a PCA? DO NOT

READ: If person asks, PCA= personal care attendant. 01 Yes 77% → CONTINUE 02 No 22% → SKIP TO Q40.7 98 DO NOT READ: Refused <1% → SKIP TO Q40.7 99 DO NOT READ: Don’t know <1% → SKIP TO Q40.7 THOSE WHO USE A SUPPORT DEVICE [QD3A (01)], ASK QD3B

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Q20. D3B - What type of support device or assistance do you use? (DO NOT READ LIST. RECORD ALL MENTIONS.) Note: the corresponding table in the Rider Profile combines questions D3A and D3B, using the total n to calculate percentages, and therefore the percentages differ from those listed below.

01 A manual wheelchair 8% 02 A motorized wheelchair 5% 03 A scooter 2% 04 Braces 3% 05 A prosthesis <1% 06 A service / guide animal 2% 07 A support cane 60% 08 A white guide cane 3% 09 Crutches 1% 10 A walker/Rollator 35% 11 A respirator / oxygen tank 1% 95 Other 1% (SPECIFY:) 98 DO NOT READ: Refused 0% 99 DO NOT READ: Don’t know <1%

Q40.7. NEW-2018 - How do you most often make a reservation? (READ LIST) 01 Calling #2 Reservations 93% 02 On MTA website using a computer, tablet, or phone 3% 03 Using an app on my smartphone 2% 04 DO NOT READ: Other 1% → CLARIFY & PROBE.98 DO NOT READ: Refused <1% 99 DO NOT READ: Don’t know 1%

Q22. Q40F - Now think again about making reservations for a ride. In the past three months, would you say that Access-A-Ride’s Reservation Service has…? (READ LIST.)

01 Improved 41% → CONTINUE02 Stayed about the same 53% → SKIP TO Q40M.03 Gotten worse 3% → CONTINUE04 DO NOT READ: Other <1% → CONTINUE (CLARIFY & PROBE.)

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98 DO NOT READ: Refused <1% → SKIP TO Q40M. 99 DO NOT READ: Don’t know 3% → SKIP TO Q40M.

THOSE WHO SAY RESERVATION SERVICE HAS IMPROVED/GOTTEN WORSE [Q40F (01, 03)], ASK Q40G

Q23. Q40G - In what ways has the Reservation Service (INSERT ANSWER TO Q40F)? (CLARIFY & PROBE.) (INTERVIEWER TYPE “NA” FOR DON’T KNOW OR REFUSED)

Q40M. NEW-2018 - When making a reservation have you requested a taxi / car service authorization? 01 Yes 38% 02 No 58% 98 DO NOT READ: Refused <1% 99 DO NOT READ: Don’t know 4%

Q40N. NEW-2018 - When submitting receipts for reimbursement, has the time to receive your reimbursement… (READ LIST) Note: The corresponding table in “Supporting Tables” uses an n comprised of only those respondents who answered 01, 02,

or 03 to this question, and therefore the percentages differ from those listed below. 01 Gotten shorter 6% 02 Stayed the same 21% 03 Gotten longer 9% 96 DO NOT READ: I have not received my reimbursement 4% 97 DO NOT READ: Never submitted receipts for reimbursement 44% 98 DO NOT READ: Refused 1% 99 DO NOT READ: Don’t know 15%

SATISFACTION WITH SPECIFIC ASPECTS OF ACCESS-A-RIDE SERVICE

IF “FREQUENT USERS” (1), ASK Q42. IF “OCCASIONAL USERS” (2) OR “INFREQUENT USERS” (3), SKIP TO Q44.91.

Q42. Now thinking about your experience with Access-A-Ride in the past 3 months, I’d like you to tell me how satisfied you are with some specific aspects of Access-A-Ride service. Please tell me if you were Very Satisfied, Somewhat Satisfied, Somewhat Dissatisfied, or Very Dissatisfied. (READ FIRST ITEM. THEN SAY: “How about…?” REPEAT SCALE AS NECESSARY. DO NOT READ REFUSED OR DON’T KNOW.

Very 97



Satisfied Satisfied Dissatisfied Dissatisfied Applicable Refused Know 42a - Being able to get through to make a reservation

1 - 71% 2 - 23% 3 - 3% 4 - 1% 97 - 1% 98 <1% 99 - 1%

42c - The courtesy of the reservations staff (IF NECESSARY READ: “Was the reservations staff polite and respectful?”)

1 - 77% 2 - 19% 3 - 2% 4 - 1% 97 - 1% 98 <1% 99 - 1%

42c1 - The competence of the reservations staff (IF NECESSARY READ: “Did the reservations staff seem to know how to perform their job?”)

1 - 69% 2 - 24% 3 - 4% 4 - 1% 97 - 1% 98 <1% 99 - 1%

42d - The ability to get a ride for the day or time you request it

1 - 67% 2 - 24% 3 - 4% 4 - 2% 98 <1% 99 - 2%

42e - The time it takes to confirm the reservation

1 - 69% 2 - 25% 3 - 3% 4 - 1% 98 - 1% 99 - 2%

42h. NEW-2018 - The ease of understanding what the reservation agent was saying

1 - 66% 2 - 28% 3 - 3% 4 - 1% 97 - 1% 98 <1% 99 - 1%

42i. NEW-2018 - Confirmation of your reservation the evening before your trip

1 - 71% 2 - 19% 3 - 2% 4 - 1% 98 <1% 99 - 6%

42j. NEW-2018 - Messages about the arrival of your vehicle

1 - 60% 2 - 28% 3 - 6% 4 - 2% 98 <1% 99 - 4%

Only for [Q22.1 (01, 02, 03)] 44g. NEW-2018 - Overall

cleanliness of your vehicle 1 - 59% 2 - 31% 3 - 6% 4 - 2% 98 - 0% 99 - 1%

44h. NEW-2018 - Availability of seatbelts

1 - 74% 2 - 19% 3 - 3% 4 - 1% 98 <1% 99 - 3%

44i. NEW-2018 - Temperature of the vehicle (neither too hot or too cold)

1 - 68% 2 - 27% 3 - 3% 4 - 1% 98 - 0% 99 - 1%

Only if wheelchair [D3B. (01, 02)]

98

Very Don’t Not Very Somewhat Somewhat



44j. NEW-2018 - Availability of wheelchair tie downs

1 - 74% 2 - 18% 3 - 5% 4 <1% 98 - 0% 99 - 1%

Only if MV- 1 (SUV) [Q22.1 (02)] 44k. NEW-2018 - Ease of

deployment of the ramp 1 - 33% 2 - 12% 3 - 4% 4 <1% 98 - 2% 99 - 49%

Only if Van [Q22.1 (01)] 44l. NEW-2018 - Ease of

deployment of the lift 1 - 55% 2 - 27% 3 - 5% 4 <1% 98 <1% 99 - 13%

Q44.91. NEW-2018 - Have you used the E-hail service?

01 Yes 42% 02 No 54% → SKIP TO Q44.6098 DO NOT READ: Refused <1% → SKIP TO Q44.60 99 DO NOT READ: Don’t know 4% → SKIP TO Q44.60

Q44.92. NEW-2018 - If Q44.91. (01) How satisfied are you with the E-hail ride service…? (READ LIST)

01 Very Satisfied 75% 02 Somewhat Satisfied 18% 03 Somewhat Dissatisfied 3% 04 Very dissatisfied 3% 98 DO NOT READ: Refused <1% 99 DO NOT READ: Don’t know <1%

Q45Z. NEW-2018 - How important is the ability to request and receive an E-hail ride on the same day? 01 Important 87% 02 Somewhat important 7% 03 Somewhat unimportant 1% 04 Unimportant 1% 98 DO NOT READ: Refused <1% 99 DO NOT READ: Don’t know 4%

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Q44.93. NEW-2018 - Did the E-hail driver call you when they arrived?

01 Yes 85% 02 No 13% 98 DO NOT READ: Refused 0% 99 DO NOT READ: Don’t know 2%

Q44.94. NEW-2018 - Was the E-hail driver courteous and professional?


Q44.95. NEW-2018 - Did the E-hail driver operate the vehicle in a careful and safe manner?


Q44.96. NEW-2018 - If Q44.95. (02), In what way(s) did the driver not operate the vehicle in a careful and safe manner? (Check all that apply) (READ LIST)

01 Drove too fast 64% 02 Drove too slow 5% 03 Talked or texted on cellphone 45% 04 Disobeyed (broke) a traffic law (e.g. ran a red light, did not stop at a stop sign, etc.) 24% 98 DO NOT READ: Refused 0% 99 DO NOT READ: Don’t know 6%

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Q44.97. NEW-2018 - Would you be willing to pay a premium price, say for example $5.50, for an E-hail trip to the

airport or outside of your borough?

01 Yes 68% 02 No 27% 98 DO NOT READ: Refused <1% 99 DO NOT READ: Don’t know 5% ASK EVERYONE: Q34. Q44.60 - Are you aware of the Access-A-Ride MetroCard, which allows customers to take up to four free bus or subway rides per day? 01 Yes, aware 56% → CONTINUE 02 No, not aware 42% → SKIP TO Q44.60B 98 DO NOT READ: Refused <1% → SKIP TO Q44.60B 99 DO NOT READ: Don’t know 1%→ SKIP TO Q44.60B THOSE WHO ARE AWARE OF THE ACCESS-A-RIDE METROCARD [Q44.60 (01)] ASK: Q35. Q44.60A - Do you have an Access-A-Ride MetroCard?

01 Yes 65% → SKIP TO Q50B. 02 No 35% → CONTINUE 98 DO NOT READ: Refused 0% → CONTINUE 99 DO NOT READ: Don’t know 1%→ CONTINUE THOSE WHO ARE NOT AWARE OR DO NOT HAVE AN ACCESS-A-RIDE METROCARD [Q44.60 (02), Q44.60A (02)] ASK:

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Q36. 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?


ROLE OF ACCESS-A-RIDE IN TRAVEL PROFILE ASK EVERYONE: Q37. Q50B - In the next year or so would you expect to use Access-A-Ride, including vans, taxi rides and broker cars or voucher services…?

(READ LIST. “MORE OFTEN, LESS OFTEN, ABOUT THE SAME AS NOW, OR ARE YOU NOT SURE)

01 More often 24% → SKIP TO Q50.1. 02 Less often 2% → CONTINUE 03 About the same as now 50% → SKIP TO Q50.1. 04 Or are you not sure? 23% → SKIP TO Q50.1. 98 DO NOT READ: Refused <1% → SKIP TO Q50.1. 99 DO NOT READ: Don’t know 1% → SKIP TO Q50.1 THOSE WHO EXPECT TO USE ACCESS-A-RIDE LESS OFTEN IN THE NEXT YEAR [Q50.B (02)], ASK: Q38. Q50C - Why do you expect to use Access-A-Ride less often in the next year or so? (PROBE ONCE, IF NECESSARY. CLARIFY

ANYTHING THAT COULD HAVE MULTIPLE MEANINGS.) (INTERVIEWER TYPE “NA” FOR DON’T KNOW OR REFUSED)

AWARENESS AND UNDERSTANDING OF ACCESS-A-RIDE OPERATION AND RULES

Q50.1. NEW-2018 - When you last traveled on Access-A-Ride or Broker, did you see the Access-A-Ride Customer Bill of Rights posted?

01 Yes 64%

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02 No 23%→ The Access-A-Ride Customer Bill of Rights is also available Online at new.mta.info or upon request by calling 877-337-2017, press prompt #8.

98 DO NOT READ: Refused <1% 99 DO NOT READ: Don’t know 13%

DAY OF TRIP CALLS TO ACCESS-A-RIDE

ASK EVERYONE:

Q50.2. NEW-2018 - Are you aware that the Access-A-Ride Command Center (Prompt #5) operates 24 hours a day, 7 days a week to assist with same day travel concerns?


Q50.3. NEW-2018 - In the last three months have you ever called Access-A-Ride Command Center or Prompt #5 for assistance with same day travel concerns, such as get an estimated time of arrival, or change the pick-up time for any reason, like running late, or change in an appointment?

01 Yes 57% → CONTINUE 02 No 40% → SKIP TO Q67A 03 Someone else called for me <1% → CONTINUE98 DO NOT READ: Refused <1% → SKIP TO Q67A99 DO NOT READ: Don’t know 2% → SKIP TO Q67A

THOSE WHO HAVE CALLED OR HAD SOMEONE ELSE CALL ACCESS-A-RIDE COMMAND CENTER OR PROMPT #5 FOR ASSISTANCE WITH SAME DAY TRAVEL CONCERNS [Q50.3. (01, 03)], ASK Q50.4.

Q50.4. NEW-2018 - How satisfied were you with the results of your call to ACCESS-A-RIDE…? (READ LIST)

01 Very satisfied 60% 02 Somewhat Satisfied 26% 03 Somewhat Dissatisfied 7%

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04 Very dissatisfied 6% 98 DO NOT READ: Refused <1% → SKIP TO Q67A 99 DO NOT READ: Don’t know <1% → SKIP TO Q67A

Q50.5. NEW-2018 - So why did you rate the result of the call a (Q50.4.4 (01 to 04)? (PROBE ONCE, IF NECESSARY. CLARIFY ANYTHING

THAT COULD HAVE MULTIPLE MEANINGS.) (INTERVIEWER TYPE “NA” FOR DON’T KNOW OR REFUSED)

ELIGIBILITY ASSESSMENT CENTERS ASK EVERYONE: Q44. Q67A - Did you apply for or were you recertified for Access-A-Ride in 2018? 01 Yes 42% → CONTINUE 02 No 48% → SKIP TO Q73 98 DO NOT READ: Refused <1% → SKIP TO Q73 99 DO NOT READ: Don’t know 10% → SKIP TO Q73 THOSE WHO APPLIED FOR OR WERE RECERTIFIED IN 2018 [Q67A (01)], ASK Q67. Q45. Q67 - Did you go to an eligibility assessment center and have an evaluation with a health care professional? 01 Yes 78% → CONTINUE 02 No 19% → SKIP TO Q73 98 DO NOT READ: Refused 0%→ SKIP TO Q73 99 DO NOT READ: Don’t know 3%→ SKIP TO Q73 THOSE WHO WENT TO AN ELIGIBILTY ASSESSMENT CENTER AND HAD A PERSONAL INTERVIEW [Q67 (01)], ASK Q67.1 – Q67.6

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Q46. Q67.1 - When you were informed you had to go to an eligibility assessment center for an evaluation, was the phone representative courteous? (IF NECESSARY READ: “Was the phone representative polite and respectful?”)

01 Yes 89% → CONTINUE

02 No 2% → CONTINUE 97 DO NOT READ: Did not speak to a phone representative 7% → SKIP TO Q67.25 98 DO NOT READ: Refused 0% → CONTINUE 99 DO NOT READ: Don’t know 2% → CONTINUE

Q47. Q67.2 - Was the phone representative competent? (IF NECESSARY READ: “Did the phone representative seem to know how to perform their job?”)

01 Yes 95% 02 No 2% 98 DO NOT READ: Refused 0% 99 DO NOT READ: Don’t know 3% Q48. Q67.25 - Did you arrive at the eligibility assessment center at or before your scheduled appointment time? 01 Yes 96% → CONTINUE 02 No 3% → SKIP TO Q67.7 98 DO NOT READ: Refused 0% → SKIP TO Q67.7 99 DO NOT READ: Don’t know 1% → SKIP TO Q67.7 THOSE WHO ARRIVED AT THE ELIGIBILITY ASSESSMENT CENTER AT OR BEFORE SCHEDULED APPOINTMENT TIME [Q67.25 (01)], ASK Q67.3 Q49. Q67.3 - Did your evaluation take place at the scheduled appointment time, or within a reasonable amount of time of the scheduled time? 01 Yes 92% 02 No 7% 98 DO NOT READ: Refused 0% 99 DO NOT READ: Don’t know 1%

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Q67.7. NEW-2018 - Thinking about your experience at the eligibility assessment center overall, were you …? (READ LIST)

01 Very Satisfied 69% 02 Somewhat Satisfied 25% 03 Somewhat Dissatisfied 3% 04 Very Dissatisfied 2% 98 DO NOT READ: Refused 0% 99 DO NOT READ: Don’t know <1%

Q51. Q67.4 - Was the eligibility assessment center clean?


Q52. Q67.5 - Was the eligibility assessment center’s waiting area comfortable?


Q53. Q67.6 - Were you treated with courtesy and respect by the employees at the eligibility assessment center?


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COMMENT LINE

ASK EVERYONE: Q54. Q73 - When calling Access-A-Ride, have you ever selected Option 8 to give a commendation or make a complaint? 01 Yes 45% → CONTINUE 02 No 53% → SKIP TO Q74 97 DO NOT READ: Have not called Access-A-Ride <1% → SKIP TO QD3C 98 DO NOT READ: Refused <1% → SKIP TO Q74 99 DO NOT READ: Don’t know 1% → SKIP TO Q74

THOSE WHO HAVE CALLED ACCESS-A-RIDE AND SELECTED OPTION 8 TO GIVE A COMMENDATION OR MAKE A COMPLAINT [Q73 (01)], ASK: Q55. Q73A - How satisfied were you with the call to give a commendation or make a complaint…? (READ LIST)

01 Very satisfied 45% 02 Somewhat Satisfied 27% 03 Somewhat Dissatisfied 12% 04 Very dissatisfied 14%


THOSE WHO WERE SOMEWHAT DISSATISFIED OR VERY DISSATISFIED [Q73A (03)(04)] ASK: Q56. Q73D - Why were you dissatisfied when giving a commendation or making a complaint? (PROBE ONCE, IF NECESSARY. CLARIFY

ANYTHING THAT COULD HAVE MULTIPLE MEANINGS.) (INTERVIEWER TYPE “NA” FOR DON’T KNOW OR

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REFUSED)

THOSE WHO HAVE CALLED ACCESS-A-RIDE [Q73 (01-02, 98-99)], ASK:

Q57. Q74 - When calling Access-A-Ride, have you ever selected Option 7 to use the automated phone system for assistance with checking the status of a trip, or cancelling a trip?

01 Yes 46% → CONTINUE02 No 52% → SKIP TO QD3C98 DO NOT READ: Refused 0% → SKIP TO QD3C99 DO NOT READ: Don’t know 2% → SKIP TO QD3C

THOSE WHO HAVE CALLED ACCESS-A-RIDE AND SELECTED OPTION 7 TO USE THE AUTOMATED PHONE SYSTEM FOR ASSISTANCE [Q74 (01)], ASK:

Q74.1. NEW-2018 - Thinking about your experience with the automated phone system for assistance, overall were you…? (READ LIST)

01 Very satisfied 53% 02 Somewhat Satisfied 33% 03 Somewhat Dissatisfied 7% 04 Very dissatisfied 4% 98 DO NOT READ: Refused 0% 99 DO NOT READ: Don’t know 2%

DEMOGRAPHICS ASK EVERYONE:

Q59. D3C - Do you normally travel with a PCA? DO NOT READ: If person asks, PCA= personal care attendant.

01 Yes 47% 02 No 52% 98 DO NOT READ: Refused <1% 99 DO NOT READ: Don’t know <1%

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Q60. D4 - Are you employed?

01 Yes 11% → CONTINUE 02 No 89% → SKIP TO CLOSING STATEMENT98 DO NOT READ: Refused <1% → SKIP TO CLOSING STATEMENT 99 DO NOT READ: Don’t know <1% → SKIP TO CLOSING STATEMENT

THOSE WHO ARE EMPLOYED, [QD4. (01)], ASK:

Q61. D4A - Are you employed full-time or part-time?

01 Full-time 57% 02 Part-time 39% 98 DO NOT READ: Refused 1% 99 DO NOT READ: Don’t know 3%

D17 NEW-2018 - Are you of Hispanic, Latino, or Spanish origin? 01 Yes 19% 02 No 78% 98 DO NOT READ: Refused 2% 99 DO NOT READ: Don’t know <1%

D18 NEW-2018 - Which of the following describes your race? 01 White 27% 02 African-American/Black 45% 03 Asian 2%04 American Indian or Alaska Native 1% 05 Native Hawaiian or Other Pacific Islander <1% 06 Racially mixed 17% 95 Other (specify):__________ 98 DO NOT READ: Refused 7% 99 DO NOT READ: Don’t know 1%

D19 NEW-2018 - In what country were you born? Note: In the corresponding table in Rider Profile, the “Other” category includes the “Other”

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answer choice together with all other answers chosen by 1% or fewer of respondents, and therefore the percentage for “Other” in the table differs from that listed below.

01 USA 74% 02 Bangladesh 0% 03 Barbados <1% 04 China <1% 05 Colombia <1% 06 Dominican Republic 2% 07 Ecuador 1% 08 Grenada 0% 09 Guatemala <1% 10 Guyana 2% 11 Haiti 1% 12 Honduras <1% 13 Jamaica 3% 14 North Korea 0% 15 South Korea <1% 16 Mexico <1% 17 Russia <1% 18 Puerto Rico 3% 19 Philippines 1% 20 Ukraine <1% 95 Other (specify): _______________________ 10% 98 DO NOT READ: Refused 2% 99 DO NOT READ: Don’t know <1%

D20 NEW-2018 - What is the primary language spoken at your home?

01 English 88% 02 Spanish 6% 03 Chinese/Mandarin/Cantonese <1% 04 Korean <1% 05 Russian <1% 06 Haitian Creole 1% 07 Other (specify) ________________ 4% 98 DO NOT READ: Refused 1%

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99 DO NOT READ: Don’t know <1%

READ TO EVERYONE:

Those are all the questions I have. Thank you very much for your cooperation. For quality control purposes, you may receive a follow-up phone call from my supervisor to verify that I have completed this interview.

LEAVE MESSAGE:

My name is _______, from M. Davis and Company, a national research company. We are conducting a survey for MTA New York City Transit to learn about its Paratransit customers’ experiences with Access-A-Ride and how satisfied they are with the service. We will call back another time or, you can call us to set up an appointment that is convenient for you at 1-800-661-5956. Thank you!

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