Hillsborough Transit Authority Voice of the Customer Wave 2 Dec - - PowerPoint PPT Presentation

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Hillsborough Transit Authority Voice of the Customer Wave 2 Dec - - PowerPoint PPT Presentation

Nov 04, 2023 139 likes •362 views

Hillsborough Transit Authority Voice of the Customer Wave 2 Dec 2015 Methodology This report contains the results of Wave 2 of the HART Customer Satisfaction Survey, which was conducted December 8 15, 2015. The results are

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SLIDE 1

Hillsborough

Transit Authority Voice of the Customer

Wave 2 • Dec 2015

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SLIDE 2

Methodology

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  • This report contains the results of Wave 2 of the HART Customer Satisfaction

Survey, which was conducted December 8 – 15, 2015. The results are compared with the Wave 1 survey results which was conducted August 25 – September 1, 2015.

  • 519 surveys were completed by customers on board HART buses.
  • Surveys were administered on all routes during all service periods throughout

the day on weekdays, Saturday and Sunday in quantities proportional to each route’s total ridership.

  • Riders were offered a one day bus pass as an incentive for completing the

survey.

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SLIDE 3

Frequency of HART Use

  • The percent of customers surveyed using HART service at least five days per week increased by 64%

from Wave 1 to Wave 2.

  • Approximately 70% of customers utilize HART service primarily for travel to and/or from work or school

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47% 30% 17% 5% 2% 77% 15% 5% 2% 0% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90%

5+ days per week 3-4 days per week 1-2 days per week 2-3 times per month One time a month or less

Frequency of HART Use

Wave 1 Wave 2 Industry Avg

46% 23% 11% 8% 13% 66% 10% 9% 6% 9%

0% 10% 20% 30% 40% 50% 60% 70%

Work Education Leisure/ Social Shopping Medical

Most Frequent Trip Purpose

Wave 1 Wave 2 Industry Avg

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SLIDE 4

Change in Ridership

  • Over 80% of HART customers are riding as much as they did in the past couple years.
  • Change in the availability of personal transportation is the primary reason customers decrease their

use of HART services

Note: Question was added in Wave 2

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Yes 84% No 16%

Are you riding as much this year as you have in the last 1-2 years? If not, what has prevented you from riding as much?

54% 23% 8% 6% 6% 2% 2% 0% 0% 0% 10% 20% 30% 40% 50% 60% Wave 2

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SLIDE 5

Transit Dependence

  • Over 70% of HART customers indicate they do not have a choice of whether to use HART service
  • Among discretionary riders, convenience and economics are the most frequently cited reason for

using HART service

Question: Do you have a choice whether to use HART buses or not? Question: If you do have other options, what is the #1 reason you choose transit?

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7% 6% 13% 8% 33% 34% 4% 7% 8% 11% 34% 37% 0% 5% 10% 15% 20% 25% 30% 35% 40% It’s better for the environment I want to be able to drink / have fun I want to support public transit I want to be able to work instead of driving I want to save money on gas, parking, etc The bus comes so often it’s just as convenient Wave 2 Wave 1 29% 71% 26% 74% 0% 20% 40% 60% 80% 0% 20% 40% 60% 80% Yes No

Do you have a choice whether to use HART buses or not?

Wave 1 Wave 2 Industry Avg

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SLIDE 6

Net Promoter Score

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NP NPS poses

  • ses the

e ult ltima imate e quest estion ion: How w lik likel ely y are re you

  • u to
  • recommen

recommend HAR ART ser service ice to

  • frien

iends s and famil mily? y?

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SLIDE 7

Net Promoter Score

Question: All things considered, how likely would you be to recommend riding a HART bus to a friend or neighbor? 7

21% 31% 12% 0% 5% 10% 15% 20% 25% 30% 35%

Net Promoter Score

Wave 1 Wave 2 Industry Avg

  • The Net Promoter Score increased by 48% from Wave 1 to Wave 2!
  • The increase in Wave 2 was due to the transition of Passives to Promoters

16% 47% 37% 22% 24% 54% 0% 20% 40% 60%

Detractors (0-6) Passives (7-8) Promoters (9-10)

Wave 2 Wave 1 Change from Wave 1 to Wave 2 + 23%

  • 23%

+ 6%

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SLIDE 8

Availability

  • More than 80% of customers agree that the location of HART bus routes are convenient
  • Over 65% of customers surveyed in Wave 2 are satisfied with the frequency of HART service

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73% 71% 82% 66% 70% 84% 50% 60% 70% 80% 90% The frequency of service is satisfactory The buses operate on the days and at the times that I need them The bus routes are conveniently located for me % Answering “Strongly Agree” or “Agree” Wave 2 Wave 1

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SLIDE 9

Time

  • 77% of customers agree that trip times are reasonable.
  • In Wave 2, the percent of customers who agree that the bus usually runs on time decreased from

76% to 71%. 9

76% 70% 77% 71% 74% 77.0% 40% 50% 60% 70% 80% The bus usually runs on time Transferring to another bus to complete my trip is simple, easy, and timely The bus gets me to my destination in a reasonable amount of time % Answering “Strongly Agree” or “Agree” Wave 2 Wave 1

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Acceptable Wait Times

  • Over 75% of HART’s customers feel it is acceptable to wait up to 5 minutes for a bus.
  • If HART’s “On Time Performance” was at 100%, 75% of HART customers would be satisfied (based
  • n HART’s definition of On Time Performance).

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Question: How many minutes do you feel is acceptable for a bus to arrive beyond its scheduled time?

3% 2% 5% 8% 3% 33% 3% 7% 2% 0% 21% 8% 2% 0% 3% 0% 9% 1% 7% 6% 2% 45% 0% 1% 0% 1% 18% 3% 1% 2% 3% 1% 0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50% 1 2 3 4 5 6 7 8 9 10 15 20 25 30 75 % fo Responses Minutes Acceptable Wave 1 Wave 2

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SLIDE 11

Transfers

  • 76% of customers have to make at least 2 transfers to reach their destination in Wave 2, compared

to 56% in Wave 1. 11

Question: How many buses do you normally have to transfer onto in order to complete your trip?

12% 32% 41% 15% 5% 19% 57% 20% 0% 10% 20% 30% 40% 50% 60% 1 2 3 or more # of Transfers Wave 1 Wave 2

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SLIDE 12

Satisfaction with Information

  • The percent of customers who agree that it is easy to get information about HART’s services & schedules

increased from 83% in Wave 1 to 92% in Wave 2. 12

73% 81% 83% 72% 83% 92% 50% 60% 70% 80% 90% 100% HART provides timely and effective communication regarding detours and service changes It is easy to find out if the buses are running on schedule It is easy to get information about HART's services & route schedules % Answering “Strongly Agree” or “Agree” Wave 2 Wave 1

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SLIDE 13

Customer Service

  • Approximately 80% of customers agree that bus drivers are helpful and knowledgeable.
  • The percent of customers who agree that HART is focused on customer service decreased slightly

from Wave 1 to Wave 2. 13

76% 77% 81% 72% 78% 79% 50% 60% 70% 80% HART is focused on customer service Bus drivers are curteous Bus drivers are helpful and professional. They are knowledgeable of all routes and services. % Answering "Strongly Agree" or "Agree" Wave 2 Wave 1

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SLIDE 14

Cleanliness & Security

  • The percent of customers who agree that HART buses and shelters are clean decreased from

Wave 1 to Wave 2.

  • In Wave 2, there was almost a 10% increase in the percent of customers who feel that HART is

concerned for the safety of their customers. 14

69% 74% 59% 67% 50% 60% 70% 80% Bus shelters are clean The bus is clean

% Answering "Strongly Agree" or "Agree"

Wave 2 Wave 1 77% 81% 78% 88% 50% 60% 70% 80% 90% I feel safe and secure waiting for my bus The buses are driven in a safe manner and I feel that HART is concerned for my safety

% Answering "Strongly Agree" or "Agree"

Wave 2 Wave 1

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SLIDE 15

Customer Service Representatives

  • The percent of customers who agree that Customer Service answers their calls promptly declined

further in Wave 2 to 52%, a 20% decrease from Wave 1.

  • Less than 60% of customers in Wave 2 agree that HART Customer Service representatives are

helpful and courteous. 15

65% 68%

52% 58% 50% 55% 60% 65% 70%

When contacting HART Customer Service, my calls are answered promptly HART Customer Service representatives are helpful and courteous

% Answering "Strongly Agree" or "Agree" Wave 2 Wave 1

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SLIDE 16

Contacting Customer Service

  • Nearly 30% of customers have contacted HART customer service in the past 3 months.
  • Of those, 82% feel that their issue was resolved.

16 If yes, was your issue resolved?

26% 74% 29% 71% 0% 10% 20% 30% 40% 50% 60% 70% 80% Yes No Wave 1 Wave 2

Have you contacted HART with a question, concern or complaint in the last 3 months?

81% 19% 82% 18% 10% 20% 30% 40% 50% 60% 70% 80% 90% Yes No Wave 1 Wave 2

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NPS by Problem Resolution

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NPS of those whose reported problems were not resolved

Wave 1 Overall NPS 21%

  • 8%

38%

  • 41%

46%

  • 50%
  • 40%
  • 30%
  • 20%
  • 10%

0% 10% 20% 30% 40% 50%

Problem Not Resolved Problem Resolved

Wave 1 Wave 2

Wave 2 Overall NPS 31%

  • Customers whose problems were not resolved by Customer Service are unlikely to recommend
  • HART. This is even more pronounced in Wave 2.
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SLIDE 18

Overall Satisfaction

  • More than 80% of customers in Waves 1 and 2 expressed overall satisfaction with HART service.
  • The percent of customers who feel that HART’s service has improved over the past year increased by

21% in Wave 2.

  • Over 95% of customers in Waves 1 and 2 feel that service quality has improved or stayed the same
  • ver the past year.

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38% 59% 3% 46% 49% 5%

0% 10% 20% 30% 40% 50% 60% 70% Improved Stayed about the same Gotten worse

Service Quality Over Past Year

Wave 1 Wave 2

29% 55% 13% 2% 1% 31% 51% 13% 3% 3%

0% 10% 20% 30% 40% 50% 60% Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied

Overall Satisfaction with HART Service

Wave 1 Wave 2

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SLIDE 19

Top 10 Customer Importance Factors

  • Fare price and buses arriving on time remain in the top 3 most important service factors for

customers.

Question : Select the top 3 elements of service in order of importance

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12 9 2 11 10 1 7 13 4 8 6 5 3 11 10 1 13 6 3 4 12 8 5 9 2 7 1 2 3 4 5 6 7 8 9 10 11 12 13 Order of Importance Wave 1 Wave 2

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NPS for Top 3 Importance Factors

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28% 18% 31% 0% 5% 10% 15% 20% 25% 30% 35% Fare Price On Time Travel time

Wave 1 Top Importance Factors

* NPS for each is comprised of customers who listed the service element as one of their top 3 areas of importance.

Wave 1 NPS 16% 10% 28% 0% 5% 10% 15% 20% 25% 30% 35% Buses arrive on time Service availability (freq, hrs) Fare price

Wave 2 Top Importance Factors

Wave 2 NPS

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SLIDE 21

Hillsborough

Transit Authority Voice of the Customer

Wave 2 • Dec 2015