Customer Satisfaction Tracking Report 2016 Quarter 1

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1 Customer Satisfaction Tracking Report 2016 Quarter 1 May 2016 Prepared by: NRG Research Group Project no Suite Melville Street Vancouver, BC V6E 4A6

2 Table of Contents Background and Objectives 3 Methodology 4 Margins of Error 5 Local Transit System 6 Transit Usage 7 Perceptions of Transit Service 14 Use and Satisfaction With Transit Information Sources 17 Transportation Modes 24 Availability and Use of Vehicles 26 Demographics 29 Appendix 31 2 BC Transit Customer Satisfaction Tracking

3 Background and Objectives BC Transit is responsible for coordinating the delivery of public transportation through British Columbia outside of Metro Vancouver. In partnership with local government, the Corporation s mandate includes planning, administering agreements, marketing, fleet management and contracting for the operations of transit services. Since April 1998, BC Transit has conducted ongoing research with Victoria residents to measure transit usage and attitudes. In 2009, other BC Transit service areas throughout the province were added to the research. The study is conducted throughout the year with daily interviewing and quarterly and annual reporting. The primary objectives for the research are: To identify levels and trends of transit use To identify attitudes towards the quality of service indicators To identify market characteristics of transit riders, potential riders and non-riders To monitor changes in market and attitudes The current quarter and year-to-date results for all BC Transit service areas are presented in this report. Trend results for each service area are presented separately in the Appendix. 3 BC Transit Customer Satisfaction Tracking

4 Methodology As of May 2010, 1,400 telephone interviews are completed each quarter with residents aged 15 and older. The quarterly and annual sample is stratified as follows: Region: Quarterly Sample Annual Sample Victoria: 600 2,400 West shore Peninsula Urban core communities Tier 1 Communities 600 2,400 Central Fraser Valley Kamloops Kelowna Regional Nanaimo Regional Prince George Whistler Tier 2 Communities Tier 3 Communities ,400 5,600 Some regions were reconfigured as of September 2011; specifically, Whistler now stands alone while other former Sea-to-Sky municipalities, such as Squamish and Pemberton, are now in Tier 3. Question 11b was added in the 4th quarter of To ensure the final sample is an accurate reflection of each community, the data is weighted by community, age and gender to reflect actual population distributions. All interviewing is conducted from NRG s supervised telephone facility in Vancouver. 4 BC Transit Customer Satisfaction Tracking

5 Margins of Error All random survey results are subject to margins of error. The following table outlines the maximum margins of error for the different sample sizes in the study. It also outlines the difference required in results when making comparisons between two equal sample sizes (i.e. between quarters). For example, when comparing Victoria results between quarters, each with samples of 600, all results that differ by 6% or more would be considered statistically significant. Differences less than 6% may or may not be statistically significant depending on the level of consensus to the question. Sub-group Annual Samples Sample Size Maximum Margin of Error Minimum Difference Between 2 Samples to Be Considered Significant 5,600 +/-1.3% 2.0% Victoria 2,400 +/-2.0% 2.8% Tier 1 Communities 400 +/-4.9% 6.9% Quarterly Samples Victoria 600 +/-4.0% 5.7% Tier 1 Communities 100 +/-9.8% 13.9% Tier 2 or 3 Communities 100 +/-9.8% 13.9% 5 BC Transit Customer Satisfaction Tracking

6 Local Transit System Responsibility for Local Transit System '16 Victoria Central Fraser Valley Kamloops Kelowna Nanaimo Prince George Whistler Tier 2 Tier 3 Base unweighted BC Transit 31% 59% 19% 29% 17% 15% 16% 43% 19% 27% Local/ Municipal Government Local/ Municipal Transit Authority 32% 13% 26% 34% 51% 61% 49% 31% 40% 31% 5% 4% 6% 4% 4% 3% 8% 7% 5% 7% Other 4% 4% 4% 4% 1% 2% 6% 2% 3% 6% Don t Know 31% 22% 47% 31% 27% 22% 26% 20% 36% 33%. Can you please tell me who is responsible for your local transit system? 6 BC Transit Customer Satisfaction Tracking

7 Transit Usage Local Public Bus System Usage Q2. Have you ever used the local public bus system?q3. If yes, have you used the local public bus system in the past year? Base=1,400; Victoria=600; Tier 1, 2 & 3 Communities Base=100 each 7 BC Transit Customer Satisfaction Tracking

8 Transit Usage Most Recent Local Public Bus System Usage Q4. Did you last use the local public bus system? Base=1,400; Victoria=600; Tier 1, 2 & 3 Communities Base=100 each 8 BC Transit Customer Satisfaction Tracking

9 Transit Usage Average Number of One-way Trips in the Past Seven Days 2.8 Q5. How many one-way trips did you make on public transit in the past seven days? Please count going to and from a destination as 2 one-way trips. Base=1,400; Victoria=600; Tier 1, 2 & 3 Communities Base=100 each 9 BC Transit Customer Satisfaction Tracking

10 Transit Usage Rider Usage Group Q5. How many one-way trips did you make on public transit in the past seven days? Please count going to and from a destination as 2 one-way trips. Base=1,400; Victoria=600; Tier 1, 2 & 3 Communities Base=100 each 10 BC Transit Customer Satisfaction Tracking

11 Transit Usage Past Year Change in Local Bus System Usage Net Gain (More Less Often) DK/ Refused Q6a. Compared to a year ago, would you say that you use the local bus system more often now, less often or about the same? *Caution: small base sizes 11 BC Transit Customer Satisfaction Tracking

12 Transit Usage Modes of Transportation Now Used (More Often) '16 Victoria Central Fraser Valley Kamloops Kelowna Nanaimo Prince George Whistler Tier 2 Tier 3 Base unweighted Use bus more often 49% 59% 40% 84% 32% 50% 46% 68% 28% 40% Drive alone 27% 23% 40% 8% 47% 32% 26% 27% 7% 40% Car/vanpool as driver 2% 6% 0% 0% 0% 0% 0% 9% 0% 0% Car/vanpool as passenger 11% 4% 0% 8% 8% 0% 9% 9% 27% 20% Taxi 0% 1% 0% 0% 0% 0% 0% 0% 0% 0% Bicycle 7% 7% 0% 0% 17% 0% 0% 4% 20% 0% Walking /rollerblading /skateboarding /jogging 7% 7% 0% 8% 6% 0% 4% 5% 25% 0% Other 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% Q6b. Now that you are using the local bus system less often, what mode or modes are you using more? Multiple mentions allowed Current Quarter Base = those using a mode of transportation more often than one year ago *Caution: extremely small base sizes Results should be viewed as directional only. 12 BC Transit Customer Satisfaction Tracking

13 Transit Usage Modes of Transportation Now Used (Less Often) '16 Victoria Central Fraser Valley Kamloops Kelowna Nanaimo Prince George Whistler Tier 2 Tier 3 Base unweighted Use bus less often 57% 48% 85% 77% 55% 52% 52% 80% 59% 58% Drive alone 20% 23% 15% 0% 4% 33% 48% 20% 25% 0% Car/vanpool as driver 3% 6% 0% 0% 0% 2% 0% 12% 0% 0% Car/vanpool as passenger 5% 13% 0% 0% 0% 2% 0% 12% 0% 0% Taxi 5% 5% 0% 0% 41% 0% 0% 0% 0% 0% Bicycle 2% 1% 0% 0% 0% 0% 0% 0% 12% 0% Walking /rollerblading /skateboarding /jogging 10% 12% 0% 17% 0% 12% 0% 0% 26% 0% Other 0% 1% 0% 0% 0% 0% 0% 0% 0% 0% Q6c. Now that you are using the local bus system more often, what mode or modes are you using less? Multiple mentions allowed Current Quarter Base = those using a mode of transportation more often than one year ago *Caution: extremely small base sizes Results should be viewed as directional only. 13 BC Transit Customer Satisfaction Tracking

14 Perceptions of Transit Service Past Year Change in Local Bus System DON T KNOW / REFUSED 33% 27% 41% 34% 35% 38% 52% 25% 30% 32% 1. Compared to a year ago, would you say that the local bus system has improved, stayed the same or become worse? Bases exclude don t know and refused responses 14 BC Transit Customer Satisfaction Tracking

15 Importance of Transit to the Community Important (Rating 4 or 5) Importance of Transit to Community 87% 85% 90% 89% 92% 88% 81% 98% 83% 87% 1b. How important do you think transit is to your community? Bases exclude don t know and refused responses Note: This question was added in the 4th quarter of This question was also asked in the 1st and 2nd quarters of BC Transit Customer Satisfaction Tracking

16 Perceptions of Transit Service Attributes (% (% Rating ) 7) '16 Victoria Central Fraser Valley Kamloops Kelowna Nanaimo Prince George Whistler Tier 2 Tier 3 Fare prices are reasonable Bus drivers are courteous Frequency of service during the daytime Frequency of service after 8:00pm Buses run on time/on schedule Buses are clean and well-maintained Personal safety while riding local buses Personal safety while waiting for local buses Column% Column% Column% Column% Column% Column% Column% Column% Column% Column% Top Box 39% 38% 31% 50% 31% 43% 38% 33% 34% 46% Top Box 51% 59% 45% 44% 44% 52% 54% 72% 47% 52% Top Box 33% 40% 32% 38% 43% 31% 35% 34% 30% 26% Top Box 10% 16% 7% 10% 17% 8% 10% 17% 3% 8% Top Box 41% 46% 37% 42% 31% 37% 53% 44% 39% 42% Top Box 50% 60% 45% 57% 45% 45% 43% 69% 43% 50% Top Box 47% 56% 38% 53% 36% 52% 50% 76% 38% 47% Top Box 32% 40% 31% 31% 31% 37% 23% 63% 25% 28% Availability and accuracy of schedule information Top Box 39% 52% 35% 33% 40% 38% 33% 44% 27% 36% Buses not being overcrowded Buses have a direct route Bus fare payment options are convenient and easy to use Buses have good connections with reasonable wait times Bus stops have enough amenities such as shelters, benches, information and trash cans Bus stops are clean and well maintained Trip duration, that is the time from when you boarded to the time you got off the bus Overall Top Box 46% 24% 60% 43% 44% 53% 64% 45% 50% 54% Top Box 29% 30% 22% 22% 25% 25% 28% 39% 23% 39% Top Box 33% 41% 32% 41% 32% 33% 28% 48% 30% 25% Top Box 24% 29% 22% 30% 22% 18% 28% 39% 16% 24% Top Box 23% 32% 19% 14% 36% 22% 23% 50% 18% 17% Top Box 40% 43% 37% 45% 46% 38% 27% 52% 36% 40% Top Box 32% 44% 24% 33% 28% 26% 26% 39% 26% 30% Top Box 36% 41% 40% 38% 33% 34% 30% 47% 26% 36% 2. Using a scale of 1 to 7 where 1 means extremely poor and 7 means excellent, what rating would you give the transit system on the following 3. And, overall, how would you rate the local transit system using the same 1 to 7 scale? (1=Extremely poor, 7=Excellent) 16 BC Transit Customer Satisfaction Tracking

17 Use and Satisfaction with Transit Information Sources % Accessed BC Transit s Information Online 4. Have you ever accessed BC Transit s information online?modified in Q4 13: Base=1,400; Victoria=600; Tier 1, 2 & 3 Communities Base=100 each 17 BC Transit Customer Satisfaction Tracking

18 Use and Satisfaction with Transit Information Source Quality of the Information Online (Among those who accessed BC Transit s Information Online) (% Rating 6 or 7 out of 7) 5. On the same scale where 1 means extremely poor and 7 means excellent, how would you rate the quality of BC Transit s information online? Modified in Q BC Transit Customer Satisfaction Tracking

19 Use and Satisfaction with Transit Information Sources % Used BC Transit s Telephone Information Service 6. Have you ever used the BC Transit Telephone Information Service? Base=1,400; Victoria=600; Tier 1, 2 & 3 Communities Base=100 each 19 BC Transit Customer Satisfaction Tracking

20 Use and Satisfaction with Transit Information Quality of Telephone Information Service (Among those using the telephone information service) (% Rating 6 or 7 out of 7) 7. On the same scale where 1 means extremely poor and 7 means excellent, how would you rate the quality of the telephone information service? *Caution: small base sizes. 20 BC Transit Customer Satisfaction Tracking

21 Use and Satisfaction with Transit Information Sources Primary Source of Information 8. What is your primary source for information regarding public transit? * New codes added in Q3, Internet, Google maps and Smart phone applications Base=1,400 Victoria=600; Tier 1, 2 & 3 Communities Base=100 each 21 BC Transit Customer Satisfaction Tracking

22 Use and Satisfaction with Transit Information Sources Unaided Recall of Advertising or Promotions for Public Transit 9. In the past few months, have you seen or heard about any advertising or promotion for public transit in your area? Added Q4 13: Quarterly base = BC Transit Customer Satisfaction Tracking

23 Use and Satisfaction with Transit Information Sources Source of Recall: Advertising/Promotion (Multiple Mention Allowed) Q21. Where did you see or hear about any advertising or promotion for public transit in your area? Added Q4 13: Quarterly base = BC Transit Customer Satisfaction Tracking

24 Transportation Modes Usual Mode of Work/School Transportation (Among Those Attending Work/School) Q8. What is your usual mode of transportation to get to work or school? 24 BC Transit Customer Satisfaction Tracking

25 Transportation Modes Usual Mode of Other Daily Transportation 0. And for your other daily transportation needs, such as going to appointments, shopping or running errands, what is your usual mode of transportation? Base=1,400; Victoria=600; Tier 1, 2 & 3 Communities Base=100 each 25 BC Transit Customer Satisfaction Tracking

26 Availability and Use of Vehicles Vehicle Availability (Among Those Attending Work/School) Q9. Do you have a car or truck available for work or school trips if you need it? Yes responses shown. 26 BC Transit Customer Satisfaction Tracking

27 Availability and Use of Vehicles Average Number of Vehicles In Household QD3. How many insured motor vehicles, including motorcycles, do you and the other members of your household own or lease? Base=1,400; Victoria=600; Tier 1, 2 & 3 Communities Base=100 each 27 BC Transit Customer Satisfaction Tracking

28 Availability and Use of Vehicles Use of Own Vehicle for Work (Among those working outside the home) QD3b. Does your employment require that you use your own vehicle? *Caution: small base sizes. 28 BC Transit Customer Satisfaction Tracking

29 Demographics Residence BC Transit ' 16 (n=1,400) Weighted Community Weighted Area of Residence Weighted *Note that Whistler comprises 7% of the unweighted total responses collected quarterly but is weighted down to 1% (in order that the Whistler results represent the true proportion of the provincial population 15 years of age and older In this area). 29 BC Transit Customer Satisfaction Tracking

30 Demographics Age BC Transit 16 (n=1,400) Weighted Household Income BC Transit 16 (n=1,400) Weighted Gender Weighted 30 BC Transit Customer Satisfaction Tracking

31 Appendix Trend data organized by community Victoria 32 Central Fraser Valley 39 Kamloops 46 Kelowna 53 Nanaimo 60 Prince George 67 Whistler 74 Tier 2 81 Tier BC Transit Customer Satisfaction Tracking

32 Victoria: Trends Responsible for Local Transit System Local Public Bus System Usage 31% Most Recent Local Public Bus System Usage Average Number of One-way Trips in the Past Seven Days 32 BC Transit Customer Satisfaction Tracking

33 Victoria: Trends Rider Usage Group Past Year Change in Local Bus System Usage (Among Past Year Riders) Modes of Transportation Used More Often Modes of Transportation Used Less Often '16 Q2 Q3 Q4 '16 '16 Q2 Q3 Q4 '16 Use bus more Use often bus more often 49% 71% 51% 42% 52% 59% Drive alone Drive alone 27% 8% 21% 36% 34% 23% Car/vanpool Car/vanpool as driver as driver 2% 9% 4% 10% 4% 6% Car/vanpool Car/vanpool as passenger passenger 11% 8% 9% 18% 6% 4% Bicycle Bicycle 7% 6% 9% 21% 15% 7% Walking /rollerblading Walking /rollerblading 7% /skateboarding /skateboarding /jogging /jogging 5% 16% 7% 7% 7% Other Other 0% 1% 6% 0% 0% 0% Use bus less Use often bus less often 51% 29% 49% 58% 48% 41% Drive alone Drive alone 25% 42% 18% 14% 23% 35% Car/vanpool Car/vanpool as driver as driver 4% 6% 9% 3% 6% 3% Car/vanpool as Car/vanpool as passenger 12% 11% 29% 3% 13% 12% passenger Bicycle Bicycle 9% 10% 0% 3% 1% 7% Walking /rollerblading Walking /rollerblading 7% 15% 10% 2% 12% 5% /skateboarding /skateboarding /jogging /jogging Other Other 3% 0% 0% 2% 1% 3% 33 BC Transit Customer Satisfaction Tracking

34 Victoria: Trends Past Year Change in Local Bus System Attributes (% Attributes Attributes Rating 6 or 7) (% Rating 6 or 7) (% Rating 6 or 7) '16 Q2 Q3 Q4 '16 Fare prices are Fare prices are reasonable 39% reasonable 41% 41% 43% 41% 38% Bus drivers are Bus drivers are courteous 51% courteous 62% 61% 59% 61% 59% Frequency of service of during 33% during the daytime the daytime 47% 46% 47% 48% 40% Frequency of of service after 10% after 8:00pm 10% 17% 9% 12% 16% Buses Buses run run on on time/on schedule 41% 42% 43% 42% 46% 46% Buses Buses are are clean clean and and well- 50% well-maintained 60% 62% 65% 64% 60% Attributes Attributes (% Rating 6 or 7) (% Rating 6 or 7) '16 Q2 Q3 Q4 '16 Attributes (% Rating 6 or 7) '16 Q2 Q3 Q4 '16 Personal safety Personal while safety while riding 47% riding local local buses buses 62% 60% 60% 62% 56% Personal safety Personal while safety while 32% waiting for waiting local buses for local buses 45% 43% 46% 43% 40% Availability Availability and accuracy and of accuracy of 39% schedule information schedule information 45% 45% 48% 46% 52% Buses not Buses being not being overcrowded overcrowded 46% 34% 25% 26% 23% 24% Buses have Buses a direct have route a direct route 29% 35% 37% 29% 34% 30% Bus fare payment Bus fare payment options options are convenient are convenient and easy and to easy 33% to 41% 42% 40% 43% 41% use use Buses Buses have good have connections good connections 24% with reasonable with reasonable wait times wait times 27% 29% 29% 31% 29% Bus stops Bus have stops enough have enough amenities amenities such as such shelters, as shelters, 23% benches, benches, information information and trash and trash 30% 32% 29% 33% 32% cans cans Bus stops Bus are stops clean are clean and well and well 40% maintained maintained 42% 52% 49% 46% 43% Trip duration, Trip duration, that is that the time is the time from when from you when boarded you boarded to the to the 32% 41% 44% 37% 39% 44% time you time got you off got the off bus the bus Overall Overall 36% 41% 45% 40% 44% 41% 34 BC Transit Customer Satisfaction Tracking

35 Victoria: Trends Importance of Transit to Community Use of Own Vehicle for Work (Among those working outside the home) Usual Mode of Work/School Transportation (Among Those Attending Work/School) Usual Mode of Other Transportation 35 BC Transit Customer Satisfaction Tracking

36 Victoria: Trends % Accessed BC Transit s Information Online Quality of the Online Information (% of Users Rating 6 or 7 out of 7) % Used BC Transit's Telephone Information Service Quality of Telephone Information Service (% of Users Rating 6 or 7 out of 7) 36 BC Transit Customer Satisfaction Tracking

37 Victoria: Trends Primary Source of Information Unaided Recall of Advertising or Promotions for Public Transit Source of Recall: Advertising/Promotion Transit *Question added in Q BC Transit Customer Satisfaction Tracking

38 Victoria: Trends Vehicle Availability (Among Those Attending Work/School) Average Number of Vehicles In Household 38 BC Transit Customer Satisfaction Tracking

39 Central Fraser Valley: Trends Responsible for Local Transit System Local Public Bus System Usage 31% Most Recent Local Public Bus System Usage Average Number of One-way Trips in the Past Seven Days 39 BC Transit Customer Satisfaction Tracking

40 Central Fraser Valley: Trends Rider Usage Group Past Year Change in Local Bus System Usage (Among Past Year Riders) Modes of Transportation Used More Often Modes of Transportation Used Less Often '16 Q2 Q3 Q4 '16 '16 Q2 Q3 Q4 '16 Use bus more Use bus often more often 49% 73% 58% 9% 15% 40% Drive alone Drive alone 27% 13% 18% 13% 85% 40% Car/vanpool Car/vanpool as driver as driver 2% 0% 0% 11% 0% 0% Car/vanpool Car/vanpool as passenger passenger 11% 0% 25% 68% 0% 0% Bicycle Bicycle 7% 0% 0% 0% 0% 0% Walking /rollerblading Walking /rollerblading 7% 13% 0% 0% 0% 0% /skateboarding /skateboarding /jogging /jogging Other Other 0% 0% 0% 0% 0% 0% Use bus less Use often bus less often 51% 27% 42% 91% 85% 60% Drive alone Drive alone 25% 51% 0% 0% 15% 0% Car/vanpool Car/vanpool as driver as driver 4% 9% 0% 0% 0% 0% Car/vanpool Car/vanpool as as 12% 0% 49% 9% 0% 40% passenger passenger Bicycle Bicycle 9% 0% 0% 0% 0% 0% Walking /rollerblading Walking /rollerblading 7% 0% 0% 0% 0% 0% /skateboarding /skateboarding /jogging /jogging Other Other 3% 0% 0% 0% 0% 0% 40 BC Transit Customer Satisfaction Tracking

41 Central Fraser Valley: Trends Past Year Change in Local Bus System Attributes Attributes (% Rating 6 or 7) (% Rating 6 or 7) '16 Q2 Q3 Q4 '16 Fare Fare prices prices are are 39% 36% 29% 23% 44% 31% reasonable Bus drivers are Bus drivers are courteous 51% 46% 46% 28% 51% 45% courteous Frequency of service of service 33% 22% 25% 25% 35% 32% during during the the daytime Frequency of of service service after 10% 4% 4% 7% 9% 7% after 8:00pm Buses Buses run run on on time/on 41% 32% 28% 24% 39% 37% schedule Buses Buses are are clean clean and and well- 50% 39% 30% 37% 39% 45% well-maintained Attributes Attributes (% Rating 6 or 7) (% Rating 6 or 7) '16 Q2 Q3 Q4 '16 Attributes Attributes (% (% Rating Rating 6 or 6 7) or 7) '16 Q2 Q3 Q4 '16 Personal Personal safety while safety while riding 47% riding local local buses 45% 41% 23% 41% 38% Personal Personal safety while safety while 32% waiting for waiting local for buses local buses 30% 26% 19% 18% 31% Availability Availability and accuracy and accuracy of of 39% schedule schedule information information 30% 34% 17% 28% 35% Buses not Buses being not being overcrowded overcrowded 46% 55% 53% 51% 48% 60% Buses have Buses a direct have route a direct route 29% 22% 25% 8% 32% 22% Bus fare Bus payment fare payment options options are convenient are convenient and easy and to easy 33% to 26% 29% 25% 17% 32% use use Buses Buses have have good good connections connections 24% with reasonable with reasonable wait times wait times 11% 23% 19% 21% 22% Bus stops Bus stops have have enough enough amenities amenities such as such shelters, as shelters, 23% benches, benches, information information and trash and trash 21% 21% 6% 24% 19% cans cans Bus stops Bus stops are clean are clean and well and well 40% maintained maintained 38% 32% 34% 52% 37% Trip duration, Trip duration, that is that the is time the time from when from when you boarded you boarded to the to the 32% 27% 22% 13% 25% 24% time you time got you off got the off bus the bus Overall Overall 36% 22% 27% 13% 42% 40% 41 BC Transit Customer Satisfaction Tracking

42 Central Fraser Valley: Trends Importance of Transit to Community Use of Own Vehicle for Work (Among those working outside the home) Usual Mode of Work/School Transportation (Among Those Attending Work/School) Usual Mode of Other Transportation 42 BC Transit Customer Satisfaction Tracking

43 Central Fraser Valley: Trends % Accessed BC Transit s Information Online Quality of the Online Information (% of Users Rating 6 or 7 out of 7) % Used BC Transit's Telephone Information Service Quality of Telephone Information Service (% of Users Rating 6 or 7 out of 7) 43 BC Transit Customer Satisfaction Tracking

44 Central Fraser Valley: Trends Primary Source of Information Unaided Recall of Advertising or Promotions for Public Transit Source of Recall: Advertising/Promotion Transit *Question added in Q BC Transit Customer Satisfaction Tracking

45 Central Fraser Valley: Trends Vehicle Availability (Among Those Attending Work/School) Average Number of Vehicles In Household 45 BC Transit Customer Satisfaction Tracking

46 Kamloops: Trends Responsible for Local Transit System Local Public Bus System Usage 31% Most Recent Local Public Bus System Usage Average Number of One-way Trips in the Past Seven Days 46 BC Transit Customer Satisfaction Tracking

47 Kamloops: Trends Rider Usage Group Past Year Change in Local Bus System Usage (Among Past Year Riders) Modes of Transportation Used More Often Modes of Transportation Used Less Often '16 Q2 Q3 Q4 '16 '16 Q2 Q3 Q4 '16 Use bus more Use often bus more often 49% 62% 0% 18% 23% 84% Drive alone Drive alone 27% 23% 37% 21% 55% 8% Car/vanpool Car/vanpool as driver as driver 2% 8% 0% 0% 23% 0% Car/vanpool Car/vanpool as passenger passenger 11% 8% 63% 0% 0% 8% Bicycle Bicycle 7% 0% 0% 60% 0% 0% Walking /rollerblading Walking /rollerblading 7% 15% 37% 7% 0% 8% /skateboarding /skateboarding /jogging /jogging Other Other 0% 0% 0% 0% 0% 0% Use bus less Use often bus less often 51% 38% 100% 82% 77% 16% Drive alone Drive alone 25% 23% 0% 9% 0% 54% Car/vanpool Car/vanpool as driver as driver 4% 0% 0% 0% 0% 0% Car/vanpool as Car/vanpool as passenger 12% 28% 0% 0% 0% 11% passenger Bicycle Bicycle 9% 0% 0% 0% 0% 34% Walking /rollerblading Walking /rollerblading 7% 20% 0% 2% 17% 34% /skateboarding /skateboarding /jogging /jogging Other Other 3% 0% 0% 0% 0% 11% 47 BC Transit Customer Satisfaction Tracking

48 Kamloops: Trends Past Year Change in Local Bus System Attributes Attributes (% Rating 6 or 7) (% Rating 6 or or 7) 7) '16 Q2 Q3 Q4 '16 Fare prices are Fare prices are reasonable 39% reasonable 43% 39% 41% 50% 50% Bus Bus drivers drivers are are courteous 51% courteous 56% 44% 44% 40% 44% Frequency of service of service during during the the daytime daytime 33% 44% 33% 27% 35% 38% Frequency of of service service after 8:00pm 10% after 8:00pm 8% 8% 11% 4% 10% Buses Buses run run on on time/on time/on schedule 41% 36% 44% 38% 35% 42% Buses Buses are are clean clean and and well- 50% well-maintained 48% 40% 51% 53% 57% Attributes (% Rating 6 or or 7) 7) '16 Q2 Q3 Q4 '16 Attributes (% (% Rating 66 or or 7) 7) '16 Q2 Q3 Q4 '16 Personal Personal safety while safety while riding 47% riding local local buses buses 54% 39% 45% 40% 53% Personal Personal safety while safety while 32% waiting for waiting local buses for local buses 39% 22% 27% 25% 31% Availability Availability and accuracy and accuracy of of 39% schedule schedule information information 39% 35% 39% 30% 33% Buses not Buses being not being overcrowded overcrowded 46% 49% 42% 41% 36% 43% Buses have Buses a direct have route a direct route 29% 26% 37% 15% 15% 22% Bus fare Bus payment fare payment options options are convenient are convenient and easy and to easy 33% to 46% 43% 42% 40% 41% use use Buses Buses have have good good connections connections 24% with reasonable with reasonable wait times wait times 22% 25% 18% 19% 30% Bus stops Bus stops have have enough enough amenities amenities such as such shelters, as shelters, 23% benches, benches, information information and trash and trash 22% 11% 15% 8% 14% cans cans Bus stops Bus stops are clean are clean and well and well 40% maintained maintained 38% 34% 33% 33% 45% Trip duration, Trip duration, that is that the is time the time from when from when you boarded you boarded to the to the 32% 37% 20% 20% 27% 33% time you time got you off got the off bus the bus Overall Overall 36% 33% 44% 31% 27% 38% 48 BC Transit Customer Satisfaction Tracking

49 Kamloops: Trends Importance of Transit to Community Use of Own Vehicle for Work (Among those working outside the home) Usual Mode of Work/School Transportation (Among Those Attending Work/School) Usual Mode of Other Transportation 49 BC Transit Customer Satisfaction Tracking

50 Kamloops: Trends % Accessed BC Transit s Information Online Quality of the Online Information (% of Users Rating 6 or 7 out of 7) % Used BC Transit's Telephone Information Service Quality of Telephone Information Service (% of Users Rating 6 or 7 out of 7) 50 BC Transit Customer Satisfaction Tracking

51 Kamloops: Trends Primary Source of Information Unaided Recall of Advertising or Promotions for Public Transit Source of Recall: Advertising/Promotion Transit *Question added in Q BC Transit Customer Satisfaction Tracking

52 Kamloops: Trends Vehicle Availability (Among Those Attending Work/School) Average Number of Vehicles In Household 52 BC Transit Customer Satisfaction Tracking

53 Kelowna: Trends Responsible for Local Transit System Local Public Bus System Usage 31% Most Recent Local Public Bus System Usage Average Number of One-way Trips in the Past Seven Days 53 BC Transit Customer Satisfaction Tracking

54 Kelowna: Trends Rider Usage Group Past Year Change in Local Bus System Usage (Among Past Year Riders) Modes of Transportation Used More Often Modes of Transportation Used Less Often '16 Q2 Q3 Q4 '16 '16 Q2 Q3 Q4 '16 Use bus more Use often bus more often 49% 14% 29% 23% 45% 32% Drive alone Drive alone 27% 57% 32% 31% 11% 47% Car/vanpool Car/vanpool as driver as driver 2% 43% 23% 0% 7% 0% Car/vanpool Car/vanpool as passenger passenger 11% 14% 13% 8% 37% 8% Bicycle Bicycle 7% 0% 0% 0% 37% 17% Walking /rollerblading Walking /rollerblading 7% 0% 6% 38% 48% 6% /skateboarding /skateboarding /jogging /jogging Other Other 0% 0% 6% 0% 0% 0% Use bus less Use often bus less often 51% 86% 71% 77% 55% 68% Drive alone Drive alone 25% 0% 10% 23% 4% 14% Car/vanpool Car/vanpool as driver as driver 4% 0% 0% 16% 0% 0% Car/vanpool Car/vanpool as as 12% 0% 16% 16% 0% 0% passenger passenger Bicycle Bicycle 9% 0% 16% 0% 0% 11% Walking /rollerblading Walking /rollerblading 7% 0% 0% 7% 0% 0% /skateboarding /skateboarding /jogging /jogging Other Other 3% 0% 3% 0% 0% 6% 54 BC Transit Customer Satisfaction Tracking

55 Kelowna: Trends Past Year Change in Local Bus System Attributes (% Attributes Rating 6 or 7) (% (% Rating 66 or or 7) 7) '16 Q2 Q3 Q4 '16 Fare prices are Fare prices are reasonable 39% reasonable 34% 29% 45% 35% 31% Bus drivers are Bus drivers are courteous 51% courteous 41% 48% 53% 48% 44% Frequency of service of service during during the the daytime 33% 31% 31% 37% 35% 43% Frequency of of service service after 10% after 8:00pm 7% 6% 2% 12% 17% Buses Buses run run on on time/on schedule 41% 29% 33% 34% 30% 31% Buses Buses are are clean clean and and well- 50% well-maintained 31% 42% 53% 39% 45% Attributes (% (% Rating 6 or 6 or 7) 7) '16 Q2 Q3 Q4 '16 Attributes (% (% Rating Rating 6 or 6 7) or 7) '16 Q2 Q3 Q4 '16 Personal Personal safety while safety while riding 47% riding local local buses buses 46% 33% 46% 44% 36% Personal Personal safety while safety while 32% waiting for waiting local buses for local buses 35% 27% 40% 31% 31% Availability Availability and accuracy and accuracy of of 39% schedule schedule information information 41% 40% 39% 33% 40% Buses not Buses being not being overcrowded overcrowded 46% 47% 29% 46% 48% 44% Buses have Buses a direct have route a direct route 29% 20% 29% 30% 28% 25% Bus fare Bus payment fare payment options options are convenient are convenient and easy and to easy 33% to 35% 28% 35% 41% 32% use use Buses Buses have good have good connections connections 24% with reasonable with reasonable wait times wait times 19% 13% 22% 18% 22% Bus stops Bus stops have enough have enough amenities amenities such as such shelters, as shelters, 23% benches, benches, information information and trash and trash 36% 32% 36% 37% 36% cans cans Bus stops Bus stops are clean are clean and well and well 40% maintained maintained 49% 48% 46% 54% 46% Trip duration, Trip duration, that is that the is time the time from when from when you boarded you boarded to the to the 32% 20% 25% 32% 28% 28% time you time got you off got the off bus the bus Overall Overall 36% 20% 26% 30% 33% 33% 55 BC Transit Customer Satisfaction Tracking

56 Kelowna: Trends Importance of Transit to Community Use of Own Vehicle for Work (Among those working outside the home) Usual Mode of Work/School Transportation (Among Those Attending Work/School) Usual Mode of Other Transportation 56 BC Transit Customer Satisfaction Tracking

57 Kelowna: Trends % Accessed BC Transit s Information Online Quality of the Online Information (% of Users Rating 6 or 7 out of 7) % Used BC Transit's Telephone Information Service Quality of Telephone Information Service (% of Users Rating 6 or 7 out of 7) 57 BC Transit Customer Satisfaction Tracking

58 Kelowna: Trends Primary Source of Information Unaided Recall of Advertising or Promotions for Public Transit Source of Recall: Advertising/Promotion Transit *Question added in Q BC Transit Customer Satisfaction Tracking

59 Kelowna: Trends Vehicle Availability (Among Those Attending Work/School) Average Number of Vehicles In Household 59 BC Transit Customer Satisfaction Tracking

60 Nanaimo: Trends Responsible for Local Transit System Local Public Bus System Usage 31% Most Recent Local Public Bus System Usage Average Number of One-way Trips in the Past Seven Days 60 BC Transit Customer Satisfaction Tracking

61 Nanaimo: Trends Rider Usage Group Past Year Change in Local Bus System Usage (Among Past Year Riders) Modes of Transportation Used More Often Modes of Transportation Used Less Often '16 Q2 Q3 Q4 '16 '16 Q2 Q3 Q4 '16 Use bus more Use often bus more often 49% 39% 21% 55% 48% 50% Drive alone Drive alone 27% 50% 8% 10% 22% 32% Car/vanpool Car/vanpool as driver as driver 2% 0% 45% 0% 19% 0% Car/vanpool Car/vanpool as passenger passenger 11% 3% 8% 45% 14% 0% Bicycle Bicycle 7% 7% 8% 10% 28% 0% Walking /rollerblading Walking /rollerblading 7% 0% 9% 35% 0% 0% /skateboarding /skateboarding /jogging /jogging Other Other 0% 0% 0% 0% 2% 0% Use bus less Use often bus less often 51% 61% 79% 45% 52% 50% Drive alone Drive alone 25% 33% 16% 5% 33% 0% Car/vanpool Car/vanpool as driver as driver 4% 0% 0% 2% 2% 0% Car/vanpool Car/vanpool as as 12% 0% 0% 25% 2% 0% passenger passenger Bicycle Bicycle 9% 0% 0% 0% 0% 0% Walking /rollerblading Walking /rollerblading 7% 17% 0% 25% 12% 0% /skateboarding /skateboarding /jogging /jogging Other Other 3% 7% 0% 0% 0% 0% 61 BC Transit Customer Satisfaction Tracking

62 Nanaimo: Trends Past Year Change in Local Bus System Attributes Attributes (% Rating 6 or 7) (% Rating 6 or 7) '16 Q2 Q3 Q4 '16 Fare prices are Fare prices are reasonable 39% reasonable 31% 30% 31% 45% 43% Bus Bus drivers drivers are are courteous courteous 51% 47% 54% 49% 50% 52% Frequency of of service during the the daytime 33% 24% 32% 26% 35% 31% Frequency of of service after after 8:00pm 8:00pm 10% 3% 4% 14% 8% 8% Buses run run on on time/on schedule 41% 31% 33% 37% 45% 37% Buses are are clean and and well- well-maintained 50% 47% 38% 48% 57% 45% Attributes (% Rating 6 or 7) '16 Q2 Q3 Q4 '16 Attributes (% (% Rating Rating 6 or 6 7) or 7) '16 Q2 Q3 Q4 '16 Personal Personal safety while safety while riding 47% riding local local buses buses 49% 43% 39% 47% 52% Personal Personal safety while safety while 32% waiting for waiting local buses for local buses 35% 19% 35% 39% 37% Availability Availability and accuracy and accuracy of of 39% schedule schedule information information 49% 24% 28% 36% 38% Buses not Buses being not being overcrowded overcrowded 46% 54% 47% 55% 58% 53% Buses have Buses a direct have route a direct route 29% 11% 15% 21% 33% 25% Bus fare Bus payment fare payment options options are convenient are convenient and easy and to easy 33% to 25% 32% 31% 47% 33% use use Buses Buses have good have connections good connections 24% with reasonable with reasonable wait times wait times 22% 15% 13% 20% 18% Bus stops Bus have stops enough have enough amenities amenities such as such shelters, as shelters, 23% benches, benches, information information and trash and trash 20% 12% 10% 20% 22% cans cans Bus stops Bus are stops clean are clean and well and well 40% maintained maintained 42% 27% 50% 48% 38% Trip duration, Trip duration, that is that the time is the time from when from you when boarded you boarded to the to the 32% 22% 24% 14% 40% 26% time you time got you off got the off bus the bus Overall Overall 36% 24% 20% 27% 37% 34% 62 BC Transit Customer Satisfaction Tracking

63 Nanaimo: Trends Importance of Transit to Community Use of Own Vehicle for Work (Among those working outside the home) Usual Mode of Work/School Transportation (Among Those Attending Work/School) Usual Mode of Other Transportation 63 BC Transit Customer Satisfaction Tracking

64 Nanaimo: Trends % Accessed BC Transit s Information Online Quality of the Online Information (% of Users Rating 6 or 7 out of 7) % Used BC Transit's Telephone Information Service Quality of Telephone Information Service (% of Users Rating 6 or 7 out of 7) 64 BC Transit Customer Satisfaction Tracking

65 Nanaimo: Trends Primary Source of Information Unaided Recall of Advertising or Promotions for Public Transit Source of Recall: Advertising/Promotion Transit *Question added in Q BC Transit Customer Satisfaction Tracking

66 Nanaimo: Trends Vehicle Availability (Among Those Attending Work/School) Average Number of Vehicles In Household 66 BC Transit Customer Satisfaction Tracking

67 Prince George: Trends Responsible for Local Transit System Local Public Bus System Usage 31% Most Recent Local Public Bus System Usage Average Number of One-way Trips in the Past Seven Days 67 BC Transit Customer Satisfaction Tracking

68 Prince George: Trends Rider Usage Group Past Year Change in Local Bus System Usage (Among Past Year Riders) Modes of Transportation Used More Often Modes of Transportation Used Less Often '16 Q2 Q3 Q4 '16 '16 Q2 Q3 Q4 '16 Use bus more Use often bus more often 49% 28% 44% 75% 48% 46% Drive alone Drive alone 27% 72% 25% 25% 41% 26% Car/vanpool Car/vanpool as driver as driver 2% 0% 31% 0% 15% 0% Car/vanpool Car/vanpool as passenger passenger 11% 0% 31% 8% 7% 9% Bicycle Bicycle 7% 0% 0% 0% 0% 0% Walking /rollerblading Walking /rollerblading 7% 0% 0% 0% 4% 4% /skateboarding /skateboarding /jogging /jogging Other Other 0% 0% 0% 0% 0% 0% Use bus less Use often bus less often 51% 72% 56% 25% 52% 54% Drive alone Drive alone 25% 5% 44% 65% 48% 0% Car/vanpool Car/vanpool as driver as driver 4% 0% 0% 0% 0% 0% Car/vanpool Car/vanpool as as 12% 18% 0% 17% 0% 9% passenger passenger Bicycle Bicycle 9% 0% 0% 0% 0% 37% Walking /rollerblading Walking /rollerblading 7% 5% 31% 8% 0% 0% /skateboarding /skateboarding /jogging /jogging Other Other 3% 0% 0% 0% 0% 0% 68 BC Transit Customer Satisfaction Tracking

69 Prince George: Trends Past Year Change in Local Bus System Attributes Attributes (% Rating or 7) (% Rating 6 or 7) '16 Q2 Q3 Q4 '16 Fare prices are reasonable 39% 30% 41% 39% 31% 38% Bus drivers are Bus drivers are courteous courteous 51% 39% 52% 45% 50% 54% Frequency of of service during the the daytime 33% 21% 24% 26% 34% 35% Frequency of of service after 8:00pm 10% 12% 5% 11% 8% 10% Buses run run on on time/on schedule 41% 47% 50% 47% 43% 53% Buses are are clean and well- well-maintained 50% 38% 52% 45% 46% 43% Attributes Attributes (% Rating or 7) (% Rating 6 or 7) '16 Q2 Q3 Q4 '16 Attributes (% Rating 6 or 7) '16 Q2 Q3 Q4 '16 Personal Personal safety while safety while riding 47% riding local buses 49% 52% 46% 50% 50% Personal Personal safety while safety while 32% waiting for waiting local for buses local buses 24% 30% 27% 30% 23% Availability Availability and accuracy and accuracy of of 39% schedule schedule information information 34% 42% 42% 44% 33% Buses not Buses being not being overcrowded overcrowded 46% 59% 66% 66% 59% 64% Buses have Buses a have direct a route direct route 29% 21% 29% 25% 31% 28% Bus fare Bus payment fare payment options options are convenient are convenient and easy and to easy 33% to 27% 40% 25% 36% 28% use use Buses Buses have have good good connections connections 24% with reasonable with reasonable wait times wait times 24% 30% 15% 28% 28% Bus stops Bus stops have have enough enough amenities amenities such such as shelters, as shelters, 23% benches, benches, information information and trash and trash 16% 18% 8% 13% 23% cans cans Bus stops Bus stops are clean are clean and well and well 40% maintained maintained 29% 41% 37% 50% 27% Trip duration, Trip duration, that is that the is time the time from from when when you boarded you boarded to the to the 32% 31% 25% 30% 28% 26% time you time got you off got the off bus the bus Overall Overall 36% 33% 27% 29% 32% 30% 69 BC Transit Customer Satisfaction Tracking

70 Prince George: Trends Importance of Transit to Community Use of Own Vehicle for Work (Among those working outside the home) Usual Mode of Work/School Transportation (Among Those Attending Work/School) Usual Mode of Other Transportation 70 BC Transit Customer Satisfaction Tracking

71 Prince George: Trends % Accessed BC Transit s Information Online Quality of the Online Information (% of Users Rating 6 or 7 out of 7) % Used BC Transit's Telephone Information Service Quality of Telephone Information Service (% of Users Rating 6 or 7 out of 7) 71 BC Transit Customer Satisfaction Tracking

72 Prince George: Trends Primary Source of Information Unaided Recall of Advertising or Promotions for Public Transit Source of Recall: Advertising/Promotion Transit *Question added in Q BC Transit Customer Satisfaction Tracking

73 Prince George: Trends Vehicle Availability (Among Those Attending Work/School) Average Number of Vehicles In Household 73 BC Transit Customer Satisfaction Tracking

74 Whistler: Trends Responsible for Local Transit System Local Public Bus System Usage 31% Most Recent Local Public Bus System Usage Average Number of One-way Trips in the Past Seven Days 74 BC Transit Customer Satisfaction Tracking

75 Whistler: Trends Rider Usage Group Past Year Change in Local Bus System Usage (Among Past Year Riders) Modes of Transportation Used More Often Modes of Transportation Used Less Often '16 Q2 Q3 Q4 '16 '16 Q2 Q3 Q4 '16 Use bus more Use often bus more often 49% 63% 58% 2% 20% 68% Drive alone Drive alone 27% 13% 24% 64% 72% 27% Car/vanpool Car/vanpool as driver as driver 2% 0% 5% 26% 13% 9% Car/vanpool Car/vanpool as passenger passenger 11% 5% 0% 26% 20% 9% Bicycle Bicycle 7% 20% 17% 14% 7% 4% Walking /rollerblading Walking /rollerblading 7% 11% 0% 0% 15% 5% /skateboarding /skateboarding /jogging /jogging Other Other 0% 0% 5% 20% 0% 0% Use bus less Use often bus less often 51% 37% 42% 98% 80% 32% Drive alone Drive alone 25% 20% 38% 0% 20% 45% Car/vanpool Car/vanpool as driver as driver 4% 9% 0% 0% 12% 19% Car/vanpool Car/vanpool as as 12% passenger passenger 1% 0% 0% 12% 36% Bicycle Bicycle 9% 29% 12% 0% 0% 10% Walking /rollerblading Walking /rollerblading 7% /skateboarding /skateboarding /jogging /jogging 14% 38% 0% 0% 4% Other Other 3% 0% 12% 2% 0% 0% 75 BC Transit Customer Satisfaction Tracking

76 Whistler: Trends Past Year Change in Local Bus System Attributes Attributes (% (% Rating Rating 6 or or 7) 7) '16 Q2 Q3 Q4 '16 Fare Fare prices prices are are reasonable 39% 27% 46% 31% 28% 33% Bus drivers are Bus drivers are courteous 51% courteous 69% 54% 62% 51% 72% Frequency of of service during the the daytime 33% 47% 39% 39% 30% 34% Frequency of of service after after 8:00pm 10% 8% 24% 28% 13% 17% Buses run run on on time/on schedule 41% 33% 45% 40% 38% 44% Buses are are clean clean and and well- well-maintained 50% 68% 72% 69% 64% 69% Attributes (% Rating 6 or 7) '16 Q2 Q3 Q4 '16 Attributes (% Rating 6 or or 7) 7) '16 Q2 Q3 Q4 '16 Personal Personal safety while safety while riding 47% riding local local buses buses 71% 70% 82% 70% 76% Personal Personal safety while safety while 32% waiting for waiting local buses for local buses 53% 52% 59% 55% 63% Availability Availability and accuracy and accuracy of of 39% schedule schedule information information 39% 45% 47% 37% 44% Buses not Buses being not being overcrowded overcrowded 46% 36% 55% 49% 33% 45% Buses have Buses a direct have route a direct route 29% 41% 37% 46% 29% 39% Bus fare Bus payment fare payment options options are convenient are convenient and easy and to easy 33% to 36% 37% 38% 26% 48% use use Buses Buses have good have good connections connections 24% with reasonable with reasonable wait times wait times 28% 21% 32% 21% 39% Bus stops Bus have stops enough have enough amenities amenities such as such shelters, as shelters, 23% benches, benches, information information and trash and trash 35% 64% 49% 37% 50% cans cans Bus stops Bus are stops clean are clean and well and well 40% maintained maintained 51% 53% 51% 54% 52% Trip duration, Trip duration, that is that the is time the time from when from you when boarded you boarded to the to the 32% 55% 49% 49% 46% 39% time you time got you off got the off bus the bus Overall Overall 36% 52% 57% 42% 40% 47% 76 BC Transit Customer Satisfaction Tracking

77 Whistler: Trends Importance of Transit to Community Use of Own Vehicle for Work (Among those working outside the home) Usual Mode of Work/School Transportation (Among Those Attending Work/School) Usual Mode of Other Transportation 77 BC Transit Customer Satisfaction Tracking

78 Whistler: Trends % Accessed BC Transit s Information Online Quality of the Online Information (% of Users Rating 6 or 7 out of 7) % Used BC Transit's Telephone Information Service Quality of Telephone Information Service (% of Users Rating 6 or 7 out of 7) 78 BC Transit Customer Satisfaction Tracking

79 Whistler: Trends Primary Source of Information Unaided Recall of Advertising or Promotions for Public Transit Source of Recall: Advertising/Promotion Transit *Question added in Q BC Transit Customer Satisfaction Tracking

80 Whistler: Trends Vehicle Availability (Among Those Attending Work/School) Average Number of Vehicles In Household 80 BC Transit Customer Satisfaction Tracking

81 Tier 2: Trends Responsible for Local Transit System Local Public Bus System Usage 31% Most Recent Local Public Bus System Usage Average Number of One-way Trips in the Past Seven Days 81 BC Transit Customer Satisfaction Tracking

82 Tier 2: Trends Rider Usage Group Past Year Change in Local Bus System Usage (Among Past Year Riders) Modes of Transportation Used More Often Modes of Transportation Used Less Often '16 Q2 Q3 Q4 '16 '16 Q2 Q3 Q4 '16 Use bus more Use often bus more often 49% 48% 68% 43% 41% 28% Drive alone Drive alone 27% 11% 21% 42% 39% 7% Car/vanpool Car/vanpool as driver as driver 2% 6% 0% 0% 0% 0% Car/vanpool Car/vanpool as passenger passenger 11% 26% 11% 15% 17% 27% Bicycle Bicycle 7% 0% 0% 12% 0% 20% Walking /rollerblading Walking /rollerblading 7% 11% 0% 0% 16% 25% /skateboarding /skateboarding /jogging /jogging Other Other 0% 9% 0% 0% 3% 0% Use bus less Use often bus less often 51% 52% 32% 57% 59% 72% Drive alone Drive alone 25% 29% 13% 28% 25% 10% Car/vanpool Car/vanpool as driver as driver 4% 0% 0% 23% 0% 0% Car/vanpool Car/vanpool as as 12% 0% 52% 0% 0% 17% passenger passenger Bicycle Bicycle 9% 0% 0% 15% 12% 0% Walking /rollerblading Walking /rollerblading 7% 34% 0% 0% 26% 17% /skateboarding /skateboarding /jogging /jogging Other Other 3% 0% 0% 0% 0% 0% 82 BC Transit Customer Satisfaction Tracking

83 Tier 2: Trends Past Year Change in Local Bus System Attributes Attributes (% Rating 6 or 7) (% Rating 6 or 7) '16 Q2 Q3 Q4 '16 Fare prices are are reasonable 39% 30% 33% 36% 44% 34% Bus drivers are Bus drivers are courteous courteous 51% 45% 47% 34% 60% 47% Frequency of of service during the the daytime 33% 22% 29% 24% 43% 30% Frequency of of service after 8:00pm 10% 6% 3% 6% 6% 3% Buses run run on on time/on schedule 41% 40% 26% 27% 47% 39% Buses are are clean and well- well-maintained 50% 39% 33% 40% 63% 43% Attributes (% Rating 6 or or 7) 7) '16 Q2 Q3 Q4 '16 Attributes (% Rating 6 or 7) '16 Q2 Q3 Q4 '16 Personal Personal safety while safety while riding 47% riding local buses 52% 46% 40% 50% 38% Personal Personal safety while safety while 32% waiting for waiting local for buses local buses 28% 21% 28% 40% 25% Availability Availability and accuracy and accuracy of of 39% schedule schedule information information 29% 22% 30% 47% 27% Buses not Buses being not being overcrowded overcrowded 46% 59% 47% 49% 60% 50% Buses have Buses a have direct a route direct route 29% 33% 33% 29% 37% 23% Bus fare Bus payment fare payment options options are convenient are convenient and easy and to easy 33% to 29% 26% 25% 45% 30% use use Buses Buses have have good good connections connections 24% with reasonable with reasonable wait times wait times 20% 22% 22% 35% 16% Bus stops Bus stops have have enough enough amenities amenities such such as shelters, as shelters, 23% benches, benches, information information and trash and trash 20% 23% 17% 20% 18% cans cans Bus stops Bus stops are clean are clean and well and well 40% maintained maintained 43% 39% 41% 56% 36% Trip duration, Trip duration, that is that the is time the time from from when when you boarded you boarded to the to the 32% 29% 22% 18% 34% 26% time you time got you off got the off bus the bus Overall Overall 36% 27% 15% 24% 47% 26% 83 BC Transit Customer Satisfaction Tracking

84 Tier 2: Trends Importance of Transit to Community Use of Own Vehicle for Work (Among those working outside the home) Usual Mode of Work/School Transportation (Among Those Attending Work/School) Usual Mode of Other Transportation 84 BC Transit Customer Satisfaction Tracking

85 Tier 2: Trends % Accessed BC Transit s Information Online Quality of the Online Information (% of Users Rating 6 or 7 out of 7) % Used BC Transit's Telephone Information Service Quality of Telephone Information Service (% of Users Rating 6 or 7 out of 7) 85 BC Transit Customer Satisfaction Tracking

86 Tier 2: Trends Primary Source of Information Unaided Recall of Advertising or Promotions for Public Transit Source of Recall: Advertising/Promotion Transit *Question added in Q BC Transit Customer Satisfaction Tracking

87 Tier 2: Trends Vehicle Availability (Among Those Attending Work/School) Average Number of Vehicles In Household 87 BC Transit Customer Satisfaction Tracking

88 Tier 3: Trends Responsible for Local Transit System Local Public Bus System Usage 31% Most Recent Local Public Bus System Usage Average Number of One-way Trips in the Past Seven Days 88 BC Transit Customer Satisfaction Tracking

89 Tier 3: Trends Rider Usage Group Past Year Change in Local Bus System Usage (Among Past Year Riders) Modes of Transportation Used More Often Modes of Transportation Used Less Often '16 Q2 Q3 Q4 '16 '16 Q2 Q3 Q4 '16 Use bus more Use often bus more often 49% 25% 39% 45% 42% 40% Drive alone Drive alone 27% 55% 24% 8% 0% 40% Car/vanpool Car/vanpool as driver as driver 2% 0% 0% 8% 0% 0% Car/vanpool Car/vanpool as passenger passenger 11% 11% 19% 38% 0% 20% Bicycle Bicycle 7% 0% 7% 0% 0% 0% Walking /rollerblading Walking /rollerblading 7% 3% 7% 0% 44% 0% /skateboarding /skateboarding /jogging /jogging Other Other 0% 3% 0% 8% 0% 0% Use bus less Use often bus less often 51% 75% 61% 55% 58% 60% Drive alone Drive alone 25% 25% 17% 39% 0% 20% Car/vanpool Car/vanpool as driver as driver 4% 6% 0% 31% 0% 13% Car/vanpool Car/vanpool as as 12% 6% 15% 3% 0% 13% passenger passenger Bicycle Bicycle 9% 0% 0% 0% 0% 0% Walking /rollerblading Walking /rollerblading 7% 0% 0% 0% 0% 0% /skateboarding /skateboarding /jogging /jogging Other Other 3% 0% 0% 0% 0% 0% 89 BC Transit Customer Satisfaction Tracking

90 Tier 3: Trends Past Year Change in Local Bus System Attributes Attributes Attributes (% Rating or 7) (% Rating 6 or 7) (% Rating 6 or 7) '16 Q2 Q3 Q4 '16 Fare prices are are reasonable 39% 43% 39% 47% 45% 46% Bus drivers are Bus drivers are courteous courteous 51% 52% 55% 43% 47% 52% Frequency of of service during the the daytime 33% 32% 24% 26% 27% 26% Frequency of of service after 8:00pm 10% 5% 6% 5% 6% 8% Buses run run on on time/on schedule 41% 43% 46% 40% 37% 42% Buses are are clean and well- well-maintained 50% 44% 45% 48% 46% 50% Attributes (% (% Rating Rating 6 or 6 7) or 7) '16 Q2 Q3 Q4 '16 Attributes (% Rating 6 or or 7) 7) '16 Q2 Q3 Q4 '16 Personal Personal safety while safety while riding 47% riding local buses 58% 47% 43% 55% 47% Personal Personal safety while safety while 32% waiting for waiting local for buses local buses 44% 29% 34% 45% 28% Availability Availability and accuracy and accuracy of of 39% schedule schedule information information 34% 37% 26% 41% 36% Buses not Buses being not being overcrowded overcrowded 46% 57% 57% 58% 49% 54% Buses have Buses a have direct a route direct route 29% 29% 36% 26% 34% 39% Bus fare Bus payment fare payment options options are convenient are convenient and easy and to easy 33% to 36% 38% 29% 32% 25% use use Buses Buses have have good good connections connections 24% with reasonable with reasonable wait times wait times 25% 31% 25% 24% 24% Bus stops Bus stops have have enough enough amenities amenities such such as shelters, as shelters, 23% benches, benches, information information and trash and trash 26% 18% 20% 22% 17% cans cans Bus stops Bus stops are clean are clean and well and well 40% maintained maintained 44% 28% 41% 30% 40% Trip duration, Trip duration, that is that the is time the time from from when when you boarded you boarded to the to the 32% 33% 42% 29% 37% 30% time you time got you off got the off bus the bus Overall Overall 36% 32% 40% 30% 32% 36% 90 BC Transit Customer Satisfaction Tracking

91 Tier 3: Trends Importance of Transit to Community Use of Own Vehicle for Work (Among those working outside the home) Usual Mode of Work/School Transportation (Among Those Attending Work/School) Usual Mode of Other Transportation 91 BC Transit Customer Satisfaction Tracking

92 Tier 3: Trends % Accessed BC Transit s Information Online Quality of the Online Information (% of Users Rating 6 or 7 out of 7) % Used BC Transit's Telephone Information Service Quality of Telephone Information Service (% of Users Rating 6 or 7 out of 7) 92 BC Transit Customer Satisfaction Tracking

93 Tier 3: Trends Primary Source of Information Unaided Recall of Advertising or Promotions for Public Transit Source of Recall: Advertising/Promotion Transit *Question added in Q BC Transit Customer Satisfaction Tracking

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