JULY 2014 PRESENTED BY

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1 JULY 2014 PRESENTED BY

2 2014 Rider Survey Examine Travel Characteristics, Rider Characteristics, Service Ratings Identify customer satisfaction with TAP and Real Time Information Methodology matches prior tri-annual surveys allowing comparisons, highlight trends

3 2014 Rider Survey Conducted April, 2014 Methodology devised to generate route level information for weekday, Saturday and Sunday 2,722 riders interviewed Questionnaires available in 10 languages

4 Key Results Travel for work on weekdays remains significant at 63%. There is sizable infrequent riding activity. Half of the riders have used real time information. Very positive satisfaction scores for TAP Card and Real Time Information

5 Key Results Overall service rating remained high at 89% with 3 routes 90% or better, no route lower than 87%. Among the 10 service characteristics rated, all showed minor improvements or no change. Bus Cleanliness has notable improvement, up 4%.

6 Travel Purpose Weekdays Work continues to be the dominant weekday travel purpose at 63%. Work 63% Other/mulAple 2% Medical 4% Personal business 6% Lunch/social 8% School 6% Shopping 11%

7 Travel Purpose Weekends Work travel remains sizable on weekends, especially Saturday on Route E. Saturday Sunday Route E 56% 36% Route F 22% 31%

8 Travel Purpose By Route Amount of work travel defers by route Route$A$ 72%$ 2014$ Route$B$ 52%$ Route$D$ 72%$ Route$E$ 63%$ Route$F$ 45%$ 0%$ 20%$ 40%$ 60%$ 80%$ 100%$

9 Travel Frequency Half ride 5+ days a week, same as And, there is sizable riding activity (26%) of less than 3 days/month. 5"or"more" days"a"week" 51%" 304"days"a" week" 10%" First";me"" rider" 3%" Less"than" once"a" month" 11%" 103"days"a" month" 15%" 102"days"a" week" 11%"

10 Travel Frequency By Route Route E has the highest percent of 5 day a week riders, Route B the least. Route B has a sizable number of infrequent riders. Frequency A B D E F 5 days or more Less than 1/ month 53% 36% 52% 58% 43% 12% 24% 13% 12% 13%

11 Transfer Activity 43% of all riders DASH trips involve a transfer from another transit service or DASH route. Significant activity on each route. Route$A$ 40%$ 2014$ Route$B$ 29%$ Route$D$ 46%$ Route$E$ 50%$ Route$F$ 37%$ 0%$ 20%$ 40%$ 60%$ 80%$ 100%$

12 Transfer Activity DASH to DASH transfer activity declined sharply from Metro Bus 14% 12% Metro rail 10% 12% Metrolink 4% 4% DASH 13% 7% MulAple/Other 7% 6%

13 Service Ratings TAP Card Satisfaction Real Time Information Use and Satisfaction Overall Service Ratings Service Characteristic Scores

14 TAP Card Satisfaction Rating 59% Very Satisfied with TAP, every route 55% or higher. Neither% Sa*sfied%nor% Dissa*sfied% 14%% Somewhat% Dissa*sfied% 4%% Somewhat% Sa*sfied% 19%% Very% Dissa*sfied% 4%% Very%Sa*sfied% 59%%

15 Real Time Bus Arrival Info/Use Half of weekday riders have used it All$Routes$ A$ 48%$ 46%$ B$ 37%$ D$ 46%$ E$ 55%$ F$ 46%$ 0%$ 10%$ 20%$ 30%$ 40%$ 50%$ 60%$

16 Real Time Bus Arrival Info/Satisfaction 60% are Very Satisfied Neither% Sa*sfied%nor% Dissa*sfied% 4%% Somewhat% Sa*sfied% 28%% Somewhat% Dissa*sfied% 6%% Very% Dissa*sfied% 2%% Very% Sa*sfied% 60%%

17 Overall Service Rating Remains very high at 89%. 100%$ 95%$ 90%$ 85%$ 90%$ 88%$ 84%$ 86%$ 90%$ 89%$ 80%$ 75%$ 1999$ 2002$ 2005$ 2008$ 2011$ 2014$

18 Overall Service Rating Weekday 1% decline from 2011 Mean score, however, increased by 1% as Excellent ratings increased by 3% to 34% of all riders. 68% of all riders rate the service as Excellent or Very Good (+2% from 2011)

19 Service Ratings By Route Route A: 92%, -1% Route B: 90%, -2% Route D: 90%, nc Route E: 87%, +2% Route F: 89%, -4%

20 Service Characteristic Ratings Weekday On Time Performance: 83% (nc) Driver Courtesy: 89% (+1%) Bus Cleanliness: 93% (+4%) Information Availability: 87% (+1%) Fare: 91% (+3%) Service Frequency: 81% (nc) Ride Safety: 93% (+2%) Wait Safety: 89% (new for 2014) Ability to Transfer: 92% (+2%) Hours Service is Available: 85% (+1%)

21 Route A 7 scores 90% or better 5% improvement in Service Frequency and 7% for Fare All characteristics rated better other than a 1% decline in Service Hours Ride Safety highest rated at 96%

22 Route A On time performance Driver courtesy Bus cleanliness Information availability 88% 86% 94% 93% 94% 92% 92% 90% Fare 86% 93% Service Frequency Ride safety Ability to transfer Wait safety 79% 84% 96% 92% 95% 91% 93% Service hours 84% 85% 50% 55% 60% 65% 70% 75% 80% 85% 90% 95% 100%

23 Route B 7 scores 90% or better Highest rated is Driver Courtesy and Ride Safety at 97% All scores improved from % gain for On Time Performance

24 Route B On time performance Driver courtesy Bus cleanliness Information availability Fare Service Frequency Ride safety Ability to transfer Wait safety Service hours 86% 82% 97% 95% 94% 91% 91% 89% 92% 89% 80% 78% 97% 92% 91% 89% 93% 88% 87% 50% 55% 60% 65% 70% 75% 80% 85% 90% 95% 100%

25 Route D 5 scores 90% or better Small increases or small declines 3% improvement for Fare 4% decline for Service Frequency

26 Route D On time performance Driver courtesy Bus cleanliness Information availability Fare Service frequency Ride safety Ability to transfer Wait safety Service hours 85% 86% 92% 90% 91% 92% 88% 83% 93% 90% 80% 84% 94% 91% 92% 91% 89% 86% 87% 50% 55% 60% 65% 70% 75% 80% 85% 90% 95% 100%

27 Route E Only 2 scores at 90% or better Bus Cleanliness shows largest improvement at 6% Driver Courtesy improved by 4% Service Hours improved by 3% Lowest rated is On Time Performance at 78%.

28 Route E On time performance Driver courtesy Bus cleanliness Information availability Fare Service frequency Ride safety Ability to transfer Wait safety Service hours 78% 80% 84% 80% 91% 85% 83% 82% 87% 85% 80% 80% 87% 88% 90% 87% 82% 84% 81% 50% 55% 60% 65% 70% 75% 80% 85% 90% 95% 100%

29 Route F 7 scores at 90% or better with two at 95% (Bus Cleanliness and Ride Safety) Bus Cleanliness showed largest improvement of 5% On Time Performance showed no change but remains at only 82%, tied with Service Hours for the lowest rated.

30 Route F On time performance Driver courtesy Bus cleanliness Information availability Fare Service frequency Ride safety Ability to transfer Wait safety Service hours 82% 82% 86% 78% 82% 82% 83% 92% 90% 95% 90% 90% 92% 91% 95% 95% 91% 91% 90% 50% 55% 60% 65% 70% 75% 80% 85% 90% 95% 100%

31 Service Rating by Route Weekend Saturday Route E: 84%, -1% Route F: 94%, +4% Sunday Route E: 88%, +2% Route F: 91%, -1%

32 Service Characteristic Scores Route E Saturday Many sizable improvements in scores Fare had the largest improvement with a gain of 11% Driver Courtesy rated 9% better On Tine Performance up 4% Ride Safety up 8% Ability to Transfer up 10%, Service Hours up 6%.

33 Route E Saturday On time performance Driver courtesy Bus cleanliness Information availability Fare Service frequency Ride safety Ability to transfer Wait safety 76% 72% 84% 75% 82% 86% 81% 80% 77% 76% 82% 80% 80% 90% 91% 90% 90% Service hours 77% 83% 50% 55% 60% 65% 70% 75% 80% 85% 90% 95% 100%

34 Service Characteristic Scores Route F Saturday Many sizable improvements in scores with Fare up 12% to 97% and Service Frequency up 12% to 87%. Ride Safety rated at 97%. 5 characteristics rated at 90% or better Service Hours at 80%, up by 10%.

35 Route F Saturday On time performance Driver courtesy Bus cleanliness Information availability Fare Service frequency Ride safety Ability to transfer Wait safety 75% 83% 81% 92% 85% 96% 87% 88% 82% 97% 85% 87% 97% 87% 95% 87% 89% Service hours 80% 70% 50% 55% 60% 65% 70% 75% 80% 85% 90% 95% 100%

36 Service Characteristic Scores Route E Sunday Many sizable improvements in scores including Driver Courtesy up 13% and Buys Cleanliness up 9%. Information Availability rated at 91%, a 7% improvement. Ability to Transfer rated at 98%, a 16% gain. Service Frequency up by 9%

37 Route E Sunday On time performance Driver courtesy Bus cleanliness Information availability Fare Service frequency Ride safety Ability to transfer Wait safety 80% 77% 90% 77% 93% 84% 91% 84% 91% 85% 83% 74% 95% 88% 98% 82% 86% Service hours 87% 87% 50% 55% 60% 65% 70% 75% 80% 85% 90% 95% 100%

38 Service Characteristic Scores Route F Sunday Seven characteristics rated at 90% or better with Fare at 99%. Driver Courtesy improved by 5% to 94% Bus Cleanliness up by 5% to 95% Service Hours up by 7% to 79%.

39 Route F Sunday On time performance Driver courtesy Bus cleanliness Information availability Fare Service frequency Ride safety Ability to transfer Wait safety 86% 83% 94% 89% 95% 90% 93% 86% 99% 91% 86% 83% 97% 91% 92% 94% 90% Service hours 79% 72% 50% 55% 60% 65% 70% 75% 80% 85% 90% 95% 100%

40 Rider Characteristics Weekday 57% of the riders are female. 23% of the riders have household incomes under $20, % above $100,000.

41 Rider Characteristics A majority of the riders are Latino. La#no& 53%& Other& 4%& Na#ve& American& 1%& Asian& 16%& African& American& 13%& Caucasian& 13%&

42 Rider Characteristics Large numbers of riders in three age groups & 12%& 25+34& 20%& 35+44& 21%& Under&18& 4%& 65+& 7%& 55+64& 15%& 45+54& 21%&

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