SkyTrain Customer Service Survey. June 16,

Transcription

1 SkyTrain Customer Service Survey June 16,

2 Background The TransLink Customer Service Performance Tracking Study is conducted regularly to monitor the performance of transit service attributes that are strongly related to riders overall transit service ratings. This ongoing study tracks performance among Bus, SkyTrain and SeaBus riders. Based on the Customer Service Performance study, SkyTrain service performs quite well on most of the service attributes that are tracked. However, even after some changes to the service, SkyTrain has consistently received low scores on Staff Available When Needed and Delay are Announced and Explained. In order to better understand the SkyTrain riders needs with respect to these two service attributes, an in-depth study was carried out on TransLink Listens which is TransLink s proprietary online advisory panel consisting of over 7,000 members. TransLink Listens: SkyTrain Customer Service Survey 2

3 Research Objectives The overall research objective is to determine the reasons for SkyTrain riders rating certain attributes lower, namely: Clean & Graffiti-Free Cars and Stations Staff Availability and Approachability Experiencing Delays In addition, the research captures the interest in having LCD TV screens on SkyTrain platforms and whether these LCD screens would meet the information needs of SkyTrain riders. TransLink Listens: SkyTrain Customer Service Survey 3

4 Method On May 7, 2009, all TransLink Listens panel members were invited to participate in the SkyTrain Customer Service Follow-up survey (n=7,552). A total of 2,154 panelists qualified and completed the survey between May 7 and 15. To qualify, panelists were required to have taken SkyTrain in the past 30 days and live in Metro Vancouver. The response rate for the survey is 29%. Margins of error are not cited for panels because respondents select themselves for inclusion, unlike a telephone survey where respondents are randomly selected. Using the findings from the Quarter 1, 2009 Customer Service Performance survey, the data was weighted to the reflect the composition of SkyTrain riders on the basis of region, age, and gender. TransLink Listens: SkyTrain Customer Service Survey 4

5 Summary of Results Of the 9 service attributes for SkyTrain, riders give relatively lower ratings to Clean/Graffiti-Free Cars and Stations, Safety from Crime, and especially to Staff Availability, Delays Announced/Explained and Not Being Overcrowded. When it comes to cleanliness, it is mainly the cars that are the problem, although many riders points to both the cars and stations. Since Broadway and Surrey Central stations have higher volumes of passengers, they tend to receive greater mentions for being unclean; however, when considering users at each station, attention should be paid to stations such as Royal Oak and Gateway where the highest incidence of passengers give low ratings for cleanliness. In both the cars and the stations, riders would like to see the garbage picked up, including newspapers, more often. TransLink Listens: SkyTrain Customer Service Survey 5

6 Summary of Results 16% of riders spoke to SkyTrain staff in the past month, and most of them spoke with a SkyTrain attendant rather than a Transit Police officer. SkyTrain staff earn positive ratings for being courteous, competent and helpful. While negative comments are very few, those who did give lower ratings suggest that staff be even more helpful and respectful with riders. Of the attributes considered, SkyTrain staff availability is rated relatively lower. Riders tend to associate availability with visibility. 28% of riders report that in the last month they needed staff while riding SkyTrain, mainly to provide information. However, two-thirds of these riders did not feel there was enough staff to provide the services they needed. Among riders who feel there is insufficient staff, 70% believe that LCD TV screens on SkyTrain platforms would help with at least some of their information needs. Those who do not feel the LCD TV screens will be helpful say they would still need staff to provide directions and bus route information. TransLink Listens: SkyTrain Customer Service Survey 6

7 Summary of Results One-in-three SkyTrain riders report experiencing a service delay in the past month. Delays were more likely to occur during the peak AM and PM periods. Delays were equally likely to have occurred while waiting for SkyTrain as while travelling in the cars. Delays are typically perceived to last 5 to 10 minutes Many riders cannot say what the service frequency was prior to the delay so in some cases a perceived delay may simply be longer intervals in scheduled service. SkyTrain service delays being announced and explained is also one of the lower rated service attributes for this mode. The most common suggestions are to inform riders of the cause and expected length of the delay and improve the audio clarity. Delay announcements should be broadcasted every few minutes. TransLink Listens: SkyTrain Customer Service Survey 7

8 Detailed Results

9 Ratings on SkyTrain Attributes Past 30-Day SkyTrain riders award their highest ratings to Courteous/Competent/ Helpful Staff, On-time Reliability, and Frequency of Service. (Note: Scores are somewhat higher on the Customer Service Performance Survey.) Relatively lower ratings are given to Clean/Graffiti-Free Cars and Stations, Safety from Crime, and especially for Staff Availability, Delays Announced/Explained and Not Being Overcrowded *Among those who spoke to staff in the past month. **Among those who experienced a delay in the past month % rating 1-5 Based on the trip you make most often on SkyTrain, on a scale of 1 to 10 where 1 means very poor and 10 means excellent, how would you rate SkyTrain in terms of? Base: Past 30-Day SkyTrain riders (n = 2154) Mean Courteous/ Competent/Helpful Staff* On-Time Reliable Service Frequency of Service Overall Service Clean & Graffiti-Free Cars & Stations Feeling Safe from Crime Onboard SkyTrain Feeling Safe from Crime Inside Station Staff Available When Needed Delays Announced & Explained** Not Being Overcrowded % rating TransLink Listens: SkyTrain Customer Service Survey 9

10 Cleanliness in SkyTrain Cars and Stations Was it the SkyTrain car, the station ti or both that t were not clean? Base: Those rating cleanliness 5 or less (n = 408) Of the one-in-five riders who give low scores to cleanliness, almost all point to the cars (85%) while about half say the stations are unclean. SkyTrain car 85 40% indicated that the both cars and the stations are not clean. Station 53 Both 40 Note: the percentages of the three categories (car, station, both) add to more than 100% because both the SkyTrain Car category and the Station category include people who may have mentioned both of them. % TransLink Listens: SkyTrain Customer Service Survey 10

11 Stations Cited as Not Clean Overall, Broadway and Surrey Central stations receive the most mentions for being unclean. Among the users of each station, the highest incidence of station uncleanliness appears to be at the Royal Oak, Gateway, Surrey Central, Columbia and Joyce-Collingwood stations. Among riders who board or disembark at these stations, at least 10% named the station as unclean. Which station or stations were not clean? Percent Citing Base: Those saying stations Station, Among Each Station s were not clean (n = 226) Users Broadway 28 9 Surrey Central Main Street/Science World 21 6 Granville 18 5 King George 15 7 Metrotown 15 5 Columbia Burrard 13 4 New Westminster 11 7 Scott Road 11 6 Edmonds 11 8 Gateway Joyce Collingwood 9 10 Waterfront 8 4 Lougheed Town Centre 8 7 Commercial Drive 8 4 Stadium nd Street 8 5 Nanaimo 7 - Royal Oak th Avenue 6 8 Braid 5 4 % (Top Mentions Only) TransLink Listens: SkyTrain Customer Service Survey 11

12 Improvements to Cleanliness at the Stations In addition to more cleaning, provide complete details about what you would like to see changed to improve cleanliness li at the station(s)? Base: Those saying stations were not clean (n = 226) Pickup litter/garbage more often 36 Those giving low scores to station cleanliness typically call for more garbage pick-up, removal of graffiti, more frequent cleaning of floors and enforcement of eating, drinking and smoking rules. Remove graffiti Clean floors more often Enforce rules about eating/drinking/smoking g/s g Clean more often/ hire more cleaners Pickup newspapers/free newspapers cause problems Have more garbage cans at station/on train Install turnstiles/remove loiterers/homeless Have washrooms 8 Have more recycling bins 6 % (Top Mentions Only) TransLink Listens: SkyTrain Customer Service Survey 12

13 What panelists said: Graffiti is a big problem, but I recognize the challenge. It's a social issue as much as a cleaning issue. Litter, too, but not for lack of facilities to place refuse. Just overall being more clean, less garbage on the ground, seats being more clean with less stuff written everywhere, LESS SMELLY!!!! It always smells gross at the SkyTrain places. I don't know if it's because of the hobos or something but it doesn't smell good and it's not very inviting. I usually avoid taking the SkyTrain if I can. All the stations are not clean. The floors are always dirty and if there is rain, they are also always slippery. There should be a fulltime crew of cleaners. cea es I would like to see people physically monitoring each station all the time - with security both on the platform and by the ticket booths to prevent littering, spitting and tagging etc. As well as more trash bins throughout the length of the platform as well as around the ticket booths. Bird droppings all over the place and in terms of 'cleanliness', it doesn't smell fresh, it smells stale. When people are loitering inside the stations asking for money, it doesn't lend the station to cleanliness or safety. TransLink Listens: SkyTrain Customer Service Survey 13

14 Improvements to Cleanliness of the SkyTrain Car In addition to more cleaning, provide complete details about what you would like to see changed to improve the cleanliness of the SkyTrain cars? Base: Those saying SkyTrain car was not clean (n = 342) Riders giving low cleanliness ratings to the SkyTrain cars, suggest picking up newspapers, especially the free newspapers, picking up litter/garbage, and cleaning more often, particularly the floors and seats. Pickup newspapers/free newspapers cause problems Pickup litter/garbage/ cups more often Clean more often/ hire more cleaners Clean floors more often Clean seats more often Remove graffiti Have more garbage cans at station/on train Enforce rules about eating/drinking/smoking Eliminate bad odours 7 Clean windows 7 Have more recycling bins 6 % TransLink Listens: SkyTrain Customer Service Survey 14

15 What panelists said: Can't think of anything except for it to be cleaned more often. There is plenty of garbage, and particularly in the winter, the floors are disgusting muddy messes sometimes, so some people at a few stations with some kind of mop or something to wipe the floors more frequently might be good. A fair amount of newspapers, cups and other litter on the SkyTrain cars. Trash bins on the train might help, and possibly having the blue jacket people tidy as they go might set a good example to riders. The fabric seats always seem to have gum stuck in them. The vinyl seats often have black marker on them or are torn. The hand rails for people standing are often sticky, perhaps having hand sanitizer on the trains or cleaning them more often would be useful. Clean interior and exterior nightly. Repair or remove graffiti, provide more accessible garbage and recycling depots at platform levels. There is substantial litter (especially the free newspapers). This encourages others to unnecessarily litter. TransLink Listens: SkyTrain Customer Service Survey 15

16 Contact with SkyTrain Staff When taking SkyTrain in the past month, did you speak to SkyTrain staff? Base: Past 30-Day SkyTrain riders (n = 2154) No 84% Yes 16% Overall, 16% of SkyTrain riders spoke to staff during the past month. Of those who did, two-thirds spoke to the SkyTrain attendant, and one quarter spoke to a Transit Police Officer. Was the person you most recently spoke to a SkyTrain Attendant, a Transit Police Officer, or other staff? Base: Those who spoke to SkyTrain staff (n = 333) SkyTrain Attendant Transit Police Officer Other staff Don't know/not sure 5 6 % Note: respondents were show pictures of each staff type in order to more accurately identify the type of staff they spoke with. TransLink Listens: SkyTrain Customer Service Survey 16

17 SkyTrain Staff Courteousness/Competency/Helpfulness Seven-in-ten of those who spoke to SkyTrain staff thought the staff member was courteous, competent and helpful. Those giving g lower ratings would like the staff member to have been more helpful, more polite/respectful and more friendly/approachable. Relatively few had issues with the ability of the staff member to provide them with information. How would you rate the person you spoke to in terms of being... Base : Those who spoke to SkyTrain staff (n = 333) Mean %rating Courteous/ competent/helpful 7.9 %rating8-10 What specifically could should that person have done differently? Base: Those rating SkyTrain staff 1 5 (n = 49*) Be helpful/do their job Be polite/treat riders with respect/be less officious Be friendly/approachable/smile Provide more info/be more knowledgeable Believe what they are told Other Nothing in particular/don t t know *Caution: small base size. TransLink Listens: SkyTrain Customer Service Survey 17

18 SkyTrain Staff Availability Relatively few SkyTrain riders give high h scores for staff being available when needed (21%). (Note: Ratings are somewhat higher on the Customer Service Performance Survey 30% give scores of 8 to 10.) For most SkyTrain riders, Staff Being Available When Needed means that they are visible or available. This typically means they are on the platforms and easy to spot. However, some riders interpret the phrase to be more about the function that staff should play and less about where they are. These riders usually want to be able to find staff easily if they happen to have a question. 45 % rating 1-5 Visible at stations/on platform Visible/easy to find/available when needed in general Available in case of emergency/able to respond quickly Visible/available on the train How would you rate SkyTrain for... Base: Past 30-Day SkyTrain riders (n = 2154) Staff available when needed Mean % rating 8-10 In your own words, what does staff available when needed mean to you? Base: SkyTrain riders (n = 2154) Available by intercom/phone Available by fare machines/ ticket counter Answer questions/provide directions/ fare inquiries Available to ensure safety/ security/check tickets Need to be approachable/willing Should be patrolling/not standing in groups % 31 Total Net Mentions Of Be visible/ available = 68% 28 TransLink Listens: SkyTrain Customer Service Survey 18

19 What panelists said: Staff at the stations, staff that look available - sometimes it's hard to tell if staff are on duty. I rarely see staff (not that I'm looking for them), and when I do they are standing somewhere talking to each other. I've Ive never seen anyone patrolling. Generally, I would hope to find someone visibly present who is able to provide information and emergency assistance. Someone sitting in a booth with the window open ready to answer any questions. Actually the information I need most while waiting for a train is "What time is it?" and "How long until the next train arrives?" SkyTrain is the only transit system that I have been on that doesn't provide that information. I seldom have need for staff myself but I have often watched older people, people with various disabilities or young mothers with strollers have a difficult time attempting to get on crowded trains. It would be incredibly beneficial to these people if Sky Train attendants could step in and assist in these situations. TransLink Listens: SkyTrain Customer Service Survey 19

20 Reasons for Needing SkyTrain Staff In the past month, have you needed any of the following from SkyTrain staff when riding SkyTrain? Base: Past 30-Day SkyTrain riders (n = 2154) Total Needing Staff 28 Overall, 28% say they have needed staff while riding SkyTrain in the past month. Staff to provide information Staff to report suspicious activities 8 18 The most common reasons that riders need staff are to provide information, to report suspicious activities and to deal with criminal i activities. iti Staff to deal with criminal activity As a security presence/ to feel safe Staff to provide first aid To report mechanical problems on the train/at the station Problems with the fare machines/tickets 1 Drunk/drugged passengers 1 TransLink Listens: SkyTrain Customer Service Survey 20 %

21 Sufficiency of SkyTrain Staff Do you feel there was enough SkyTrain staff No Yes available to provide these services to you? 66% 34% Base: Those needing staff in past month (n = 603) Please give us as much information as you can about the situation, and how more staff would have helped. Base: Those saying there was insufficient staff (n = 396) Staff to provide information As a security ypresence/to feel safe Drunk/drugged passengers To assist with fare machines/ tickets/broken machines To assist with abusive/ harassing passengers Rowdy passengers g Of the riders who needed staff in the past month, one-third felt there was enough SkyTrain staff and two-thirds thought there was not. Most commonly, staff were not available when needed to provide information or security. Staff to deal with criminal activity 5 Staff to deal with panhandlers 3 % (Top Mentions Only) TransLink Listens: SkyTrain Customer Service Survey 21

22 What panelists said: Generally there has to be some presence of some kind of staff to deter people from being messy and putting their feet on the seats. I just visited Australia and I saw that they monitor and fine people for these kinds of behavior on the train as well as having personnel present on the platform and checking for fare evaders and or any security issues. I saw some very suspicious looking teens looking like what looked like a drug deal and I wanted to report it but couldn't find anyone to report it to, and I often need traveling directions and once again found no one. Passenger was stoned out his mind and sleeping. There was a homeless woman at the Joyce SkyTrain station a few weeks ago, and she was bothering a younger girl, and there were no attendants t or anything to help the younger girl - so I had to step in and help her; however, the homeless woman would not go away. The younger girl and I finally had to go to another location to wait for our rides. If there was a staff member with more obvious authority, it may have changed the situation, and made me and the younger girl less uncomfortable/uneasy. A man was drinking beer on my car in the seat across from me with no regards as to the law, I could of said something to SkyTrain staff but there was no one at any station along the way, at least not anyone visible that is. TransLink Listens: SkyTrain Customer Service Survey 22

23 LCD TV Screens on SkyTrain Platforms Providing Real-Time Information Over the next year, SkyTrain will be introducing large LCD TV screens on SkyTrain platforms, with real-time information about conditions on SkyTrain and connecting transit modes. Would this change meet all, some or none of your need for staff to provide information? Base: Those saying there was insufficient staff (n = 397) All Some None Don t know Among riders who feel there is not enough staff, 70% believe that LCD TV screens on SkyTrain platforms would help with at least some of their information needs. The 15% of these riders who believe none of their information needs would be met by the LCD screens mainly say they would still need staff to help them with directions and bus routes. 13% 57% 15% 15% In what types of situations would you need staff to provide information? Which types of information needs? Base: Those saying LCD screens would not meet info needs (n = 57) To provide directions/bus routes 40 Information about fares/ticket problems Information about delays/service interruptions Money should be spent elsewhere/on service improvements Aclock Information about schedules Difficulty reading screens/takes too long How busy the system is/when it will be busy The weather Security needs % TransLink Listens: SkyTrain Customer Service Survey 23

24 What panelists said: I need them to tell me what I should do if the ticket vending machine is out, or if someone is harassing me. To get help for health or security needs that may arise. How does a screen on the wall help anyone being attacked or in distress? Also, sometimes I might need to know info like DayPass prices for seniors or some such and it helps to have someone there in the know who can actively advise (especially for tourists). If you're not sure where to get off to go to a certain place, what bus to take to go where, or just getting directions. Having Staff visible makes the paying customer feel more secure. I need staff to explain to other users the order of priority in access to wheelchair seats. I also need to know what kind of SkyTrain is coming, a Mark 1 or a Mark 2. Let's be honest here - the large LCD screens will be feeding us advertisements, that you get paid for, while we're also paying you for looking at it. Nice try. TransLink Listens: SkyTrain Customer Service Survey 24

25 SkyTrain Service Delays Within the past month, have you experienced any SkyTrain service delays No Yes while using SkyTrain? 67% 33% Base: SkyTrain riders (n = 2154) One-third of riders report experiencing a SkyTrain service delay within the past month. Those experiencing a delay on SkyTrain were more likely to have it happen during the peak periods. Delays are almost equally likely to occur while waiting for SkyTrain as while travelling in the cars. When did you most recently experience a delay on SkyTrain? Base: Those experiencing a delay in past month (n = 680) M-F 5 to 9:30am M-F 9:30am to 3pm M-F 3 to 6:30pm M-F aft 6:30pm Sat/Sun 27% 15% 35% 12% 12% Still thinking about the most recent time in the past month that you experienced a delay, were you waiting on the platform for SkyTrain or in a SkyTrain car when the delay occurred? Base: Those experiencing a delay in past month (n = 680) Waiting for SkyTrain on platform In SkyTrain car 46% 54% TransLink Listens: SkyTrain Customer Service Survey 25

26 SkyTrain Service Delays Most typically, delays are perceived to last 5-10 minutes, although nearly a quarter cite delays lasting at least 15 minutes. How long was the delay? Base: Those experiencing a delay in past month (n = 680) 2 min 5 min 7 min 10 min 15 min 20 min 30 min or more DK/Other 11% 25% 9% 18% 11% 6%5% 15% Over 40% can not say what the service frequency of SkyTrain was prior to the delay, perhaps indicating that some of the perceived delays may be due to longer intervals in the scheduled service. How often was the SkyTrain service running before the delay occurred? Base: Those experiencing a delay in past month (n = 680) 2min 5min 7min 10 min 15 min DK/Other 24% 22% 6%3% 44% TransLink Listens: SkyTrain Customer Service Survey 26

27 SkyTrain Service Delays Being Announced & Explained How would you rate the SkyTrain service in terms of? Base: Those experiencing a delay in past month (n = 680) For those experiencing a delay on SkyTrain, 21% give ratings of 8 or higher to having the delay announced and explained. The top suggestions from those giving ratings of 7 or lower are to provide more details on the cause and expected duration of the delay and improving the audio clarity of the announcements. Delays are announced and explained 35% 44% 21% What should SkyTrain do to improve the information they provide to customers during a delay in service? Base: Those giving ratings of 7 or lower (n = 537) Provide more detail/causes/expected length Improve the speakers/eliminate static/be louder Have announcements/announce all delays Have information on the LED/TV screens/ have screens in cars Make announcement more quickly/immediately Have frequent updates/repeated information Have personnel on hand to inform riders Speak slowly/clearly/professionally y y Offer alternate routes % (Top Mentions Only) TransLink Listens: SkyTrain Customer Service Survey 27

28 Preferred Frequency of SkyTrain Service Delay Announcements How often should this information be provided? Base: Those giving ratings of 7 or lower (n = 537) Constantly/ 2-3 min 4-5 min 7-10 min 15 min DK/Other Every min Riders would generally like service delay announcements to be made every few minutes. 14% 21% 18% 6% 42% TransLink Listens: SkyTrain Customer Service Survey 28

29 What panelists said: I often hear that an announcement is being made but the speakers are crappy and no one can hear what the announcement is. So then everyone tries to put together the garble that came over the announcement. If the delay is more than 30 secs, make a preliminary announcement. Being in a crowded car wondering if this is going to be the time we are stuck for a while is aggravating. Also as most people have cell phones, we could call to let others know we will possibly be delayed. Immediate bulletins and a brief description of the information (whether on the marquis, on the proposed LCD displays, or by SkyTrain attendants themselves) would be helpful, if not to resolve the issue at least to explain it and set customers at ease. The announcements are not heard very clearly on the trains or sometimes they are not announced on the train at all, instead they are announced on the platform which is frustrating for those who are on the train and as we would like to know what is going on. Rarely is the delay explained. It is more just announced that there is a delay but not why. If you knew why there was a delay then you could make an informed decision as to whether to use another mode or if you think the delay won't be long and hence should wait. TransLink Listens: SkyTrain Customer Service Survey 29

30 Rider Profile

31 Past 30-Day SkyTrain Rider Profile Number Of One-Way Trips Made On SkyTrain 3 or fewer trips per week 56% 4 9 trips per week 21% 10 or more trips per week 23% Usual Times Of Travel On SkyTrain AM Peak (5am 9:30am, Monday Friday) Mid Day (9:30am 3pm, Monday Friday) PM Peak (9pm 6:30pm, Monday Friday) Evening (After 6:30pm, Monday Friday) Weekends (Sat, Sun, Holidays) 37% 27% 42% 18% 4% Don t know 5% Base: All Past 30-Day SkyTrain riders (n=2154). TransLink Listens: SkyTrain Customer Service Survey 31

32 Past 30-Day SkyTrain Rider Profile Access To Vehicle How Long Regular Transit Rider Yes (Choice) 57% Mean 11.6 years No (Captive) 41% Less than 1 year 4% 1 to 2 years 8% 3 to 5 years 20% 6 to 10 years 19% 11 to 15 years 10% 16 to 25 years 13% 25 or more years 8% Not a regular transit rider 15% Base: All Past 30-Day SkyTrain riders (n=2154). TransLink Listens: SkyTrain Customer Service Survey 32

33 Past 30-DaySkyTrain Rider Profile Age categories % % % % % 65+ 4% Gender Men 50% Women 50% Base: All Past 30-Day SkyTrain riders (n=2154). TransLink Listens: SkyTrain Customer Service Survey 33

34 Past 30-Day SkyTrain Rider Profile Employment Employed full-time 62% Employed part-time 11% Student 15% Not employed 4% Homemaker 3% Retired 6% Household Income Less than $25,000 14% $25,000 to less than $45,000 17% $45,000 to less than $65,000 16% $65,000 to less than $85,000 14% $85,000 or more 24% Base: All Past 30-Day SkyTrain riders (n=2154). TransLink Listens: SkyTrain Customer Service Survey 34

35 Past 30-Day SkyTrain Rider Profile Region of residence Vancouver 30% Burnaby/New Westminster 23% Surrey, White Rock, Langley, Delta 29% Northeast Region 11% Richmond 2% North Shore 4% Base: All Past 30-Day SkyTrain riders (n=2154). TransLink Listens: SkyTrain Customer Service Survey 35

36 Appendix Survey

37 TransLink Listens: SkyTrain Customer Service Survey 37

38 TransLink Listens: SkyTrain Customer Service Survey 38

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41 TransLink Listens: SkyTrain Customer Service Survey 41