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BACKGROUND Previous studies in 2003 and 2009 Primary purpose of - - PowerPoint PPT Presentation
BACKGROUND Previous studies in 2003 and 2009 Primary purpose of - - PowerPoint PPT Presentation
BACKGROUND Previous studies in 2003 and 2009 Primary purpose of study is to: Assess general publics awareness and perceptions of WTA Measure fixed route rider satisfaction and desired service improvements 1 METHODOLOGY General
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METHODOLOGY
General Public Telephone Survey
Residents, 16 or older Minimum 260 Bellingham, 260 Rural 577 completed surveys, + 4.5% accuracy at a 95% confidence level, + 6.0% for Bellingham/rural Balanced to Census demographics
CITY N % Bellingham 297 51% Blaine 38 7% Everson, Nooksack & Sumas 33 6% Ferndale 74 13% Lynden 48 8% Unincorporated 87 15%
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Fixed Route Rider Intercept Survey
Minimum 1,000 surveys, weekdays 7AM-6PM Sample balanced by route and peak/off-peak periods 1,183 completed surveys, + 2.8% at a 95% confidence level
METHODOLOGY
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GENERAL PUBLIC TELEPHONE SURVEY
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TRAVEL BEHAVIOR PROFILE
Always 75% Sometimes 16% Never 9%
AVAILABILITY OF CAR FOR PERSONAL TRANSPORTATION
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Yes 15% No 85%
NON-ENGLISH LANGUAGE SPOKEN AT HOME
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29% 40% 19% 12% 16% 27% 23% 34% 0% 20% 40% 60% Very Familiar Somewhat Not Very Not At All Bellingham Rural
FAMILIARITY WITH BUS SERVICE
AWARENESS OF WTA BUS SERVICE
53% somewhat/very familiar overall 69% Bellingham 43% Rural
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PREFERRED SOURCE OF INFORMATION ABOUT WTA
59% 15% 13% 13% 10% 14%
0% 20% 40% 60% 80% Website Call WTA WTA Transit Guide Mobile Website Google Transit Other
PREFERRED INFORMATION SOURCE
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Yes 49% No 51% Yes 24% No 76%
BELLINGHAM RURAL
WTA USAGE
USED BUS IN LAST YEAR 34% Countywide Twice as high in Bellingham
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TOP REASONS FOR NOT RIDING WTA
NON-RIDERS
27% 20% 18% 15%
0% 20% 40% Prefer Privacy/Car Takes Too Long No Stop Near Home/Work Doesn't Go Where I Need
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OVERALL SATISFACTION
CUSTOMER SATISFACTION
61% satisfied overall
61% 70% 56% 19% 19% 19% 7% 5% 10% 12% 7% 16% 0% 20% 40% 60% 80% 100% All Residents Bellingham Rural Don't Know Dissatisfied & Very Dissatisfied Somewhat Satisfied Satisfied & Very Satisfied
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PERCEIVED ADEQUACY OF WTA SERVICES
SATISFACTION WITH WTA SERVICE LEVELS
46% 44% 47% 34% 39% 31% 5% 4% 5% 15% 13% 16% 0% 20% 40% 60% 80% 100% All Residents Bellingham Rural Don't Know Too Much Not Enough Enough
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ALL (AGREE/STRONGLY AGREE)
ROLE OF BUS SERVICE IN WHATCOM COUNTY
96% 85% 74% 60% 17%
0% 20% 40% 60% 80% 100% 120% Needed for residents with no other way of getting around Alternative to driving alone Reduces air pollution Helps boost the economy Only people with no alternative ride the bus
Strong agreement for all but boosting the economy Most disagree with sole negative statement
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FIXED ROUTE RIDER SURVEY
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FREQUENCY OF USE
76% 20% 1% 2% 1% 79% 19% 1% 1% 0% 0% 20%
40% 60% 80% 100%
5 + Days/Week 2-4 Days/Week Once/Week Few Times/Month < Once/Month All WWU Riders
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LENGTH OF RIDERSHIP
24% 53% 22% 2% 7% 66% 25% 2% 0% 20% 40% 60% 80% 5 + Years 1-4 Years < 1 Year First Time All WWU Riders
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51% 23% 20% 18% 13% 8% 2% 62% 17% 26% 18% 5% 7% 1% 0% 20% 40% 60% 80% Walk Someone Drive Me Drive Alone Bicycle Wouldn't Make Trip Carpool Other All WWU Riders
ALTERNATIVE WAYS TO MAKE TRIP
AVAILABILITY OF ALTERNATIVE TRANSPORTATION
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CUSTOMER SATISFACTION
OVERALL SATISFACTION WITH BUS SERVICE
51% 42% 5% 2%
0% 20% 40% 60% 5 - Very Satisfied 4 - Satisfied 3 - Somewhat Satisfied 1 & 2- Dissatisfied
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CUSTOMER SERVICE
91% 86% 8% 12% 1% 2% 0% 20% 40% 60% 80% 100% Customer Service - Drivers Customer Service - Phone 1 & 2 - Dissatisfied & Very Dissatisfied 3 - Somewhat Satisfied 4 & 5 - Satisfied & Very Satisfied
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SAFETY
96% 94% 85% 3% 6% 12% 1% 3% 0% 20% 40% 60% 80% 100% Safe Driving Skills Personal Safety on Bus Personal Safety at Transit Stations 1 & 2 - Dissatisfied & Very Dissatisfied 3 - Somewhat Satisfied 4 & 5 - Satisfied & Very Dissatisfied
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SERVICE PERFORMANCE
86% 75% 73% 11% 20% 19% 3% 5% 8% 0% 20% 40% 60% 80% 100% Length of Time to Get to Destination On-Time Performance Convenience of Route/Schedule 1 & 2 - Dissatisfied & Very Dissatisfied 3 - Somewhat Satisfied 4 & 5 - Satisfied & Very Dissatisfied
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70% 66% 63% 57% 26% 27% 26% 30% 4% 6% 10% 13% 0% 20% 40% 60% 80% 100% More Frequent Service Real-time Arrival at Stops Real-time Arrival on Mobile Devices Real-time Arrival on desk/laptops Would Not Encourage Might Encourage Definitely Would Encourage
FACTORS RIDERS SAY WILL ENCOURAGE RIDERSHIP
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54% 51% 48% 36% 36% 29% 41% 44% 10% 20% 12% 20% 0% 20% 40% 60% 80% 100% More Bus Shelters Wi-Fi on Buses Lighting at Bus Stops Different Payment Options Would Not Encourage Might Encourage Definitely Would Encourage
FACTORS RIDERS SAY WILL ENCOURAGE RIDERSHIP (CONT.)
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SERVICE ENHANCEMENT OPTIONS
89% 83% 81% 61% 11% 18% 19%
38%
0% 20% 40% 60% 80% 100% More Evening Service More Saturday Service More Sunday Service Earlier Weekday Service Important Not Important
SPAN/FREQUENCY
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SERVICE ENHANCEMENT OPTIONS
LOCATION
26% 23% 8% 74% 78% 92% 0% 20% 40% 60% 80% 100% Increases to Specific Location Increases to Rural Areas New Location Important Not Important
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ACCESS TO INTERNET VIA SMART PHONE/TABLET
Yes 65% No 35% Yes 76% No 24%
WWU RIDERS ALL
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- THANK YOU -