Satisfaction with Canada Line and Connecting Buses. Wave 2

Satisfaction with Canada Line and Connecting Buses March 10, 2011 Prepared by: NRG Research Group Wave 2 Suite 1380-1100 Melville Street Vancouver, BC V6E 4A6

Table of Contents Summary... 3 Method.. 8 Participants. 9 Weighting. 10 Results 12 Canada Line Use and Overall Service Ratings 13 Trip Purposes. 24 Overall Service Ratings for Connecting Buses 31 Appendices. 37 Demographics.. 37 Survey. 42

Summary Background Between Oct. 28-Nov. 4, 2010 TransLink conducted a on-line survey among TransLink Listens panelists who had used Canada Line, to assess their satisfaction with the Canada Line service and its connecting buses. The results were weighted to reflect the age, gender, region, and main transportation mode parameters of Metro Vancouver. This is the second year this survey has been conducted. Throughout the report, selected results are compared with Fall 2009 survey. Differences by frequency of Canada Line use and region of residence are also discussed. Frequency of Canada Line Use Thirteen percent of the Canada Line riders are classified as high frequency riders, taking the train several times a week or more; 24% are mid frequency (once per week to 2-3 times per month) and 64% are low frequency riders (once a month or less). These proportions are quite similar to the 2009 wave. Use of the Canada Line is strongly tied to area of residence, with riders in Vancouver and South of Fraser (including Richmond ) most likely to use the service daily or several times a week (Vancouver, 16%; South of Fraser, 15%). In the City of Richmond, 28% are high frequency riders. Note that the proportion of TransLink Listens panelists whose main mode of transportation is transit is higher than that of the Metro Vancouver adult population. Although panelists responses are weighted by age, gender, municipality of residence and main mode, TransLink Listens panelists are more critical overall of all transportation services, giving lower ratings than ongoing telephone tracking research. When parallel studies using the same questionnaire are run on the panel and on an independent research suppliers telephone survey, results parallel each other in terms of order of priority or support or opposition, buttranslink Listens panelists results tend to be more positive or more negative, even with weighting, because of their deeper engagement with transit and transportation. 3

Summary Overall Service Ratings and Most/Least Liked Aspects of Canada Line The Canada Line service is rated highly by riders, with three quarters (74%) rating the overall service in the 8 to 10 ( good to excellent ) range on a 10-point scale. This represents an increase from 2009, when two-thirds (67%) rated overall service in the 8-10 range. Aspects of the Canada Line that people say they like the most continue to be trip speed (42%) followed by the cleanliness of the system (15%) and the spaciousness of the train cars (12%). Other valued aspects include access to destinations (11%), frequency of service (11%), access to YVR airport (9%) and on-time reliability (6%). Differences are noted in what riders like most, depending on how frequently they use Canada Line. Mid and high frequency riders are more likely to mention that they value the frequency of the service (20% and 21%, compared to 9% of low frequency riders) as well as the on- time reliability of the service (9% and 15%, compared to 3%). Low frequency riders are more likely to mention the access to the airport (11%) compared to high frequency riders (1%). Possibly reflecting increased ridership, the percentage of riders who mention overcrowding as their least liked aspect of Canada Line service increased from 13% in 2009 to 20% in 2010. Inconvenient routes (9%), infrequent service (9%) and various issues regarding station design (7% - discussed below) round out the four most frequently mentioned least liked aspects of the Canada Line. With respect to station design, respondents noted that smaller platforms can restrict the movement of people to and from trains or station exits when busy. Other concerns included having to go under the line to access platforms, too many stairs and escalators required at stations, complaints about the connection between Canada Line and the Expo Line at Waterfront Station, not enough down-escalators, a lack of seating on platforms and poor lighting design. 4

Summary Trip Purposes In 2010 for the trip made most often on Canada Line, the most frequently mentioned purpose was entertainment (28%) which increased significantly from 2009 levels (18%). This increase may be due to the 2010 Olympics. Other frequently mentioned reasons include travelling to/from the airport (19%) and to/from work (18%). Principal trip purpose varies by frequency of use. The most common trip type for high frequency riders is commuting to/from work (71%). Low frequency riders are most likely to use the Canada Line for entertainment purposes (34%) and to get to/from the airport (25%). Note: These results are not weighted by passenger volume, and so do not reflect the actual distribution of trips made on Canada Line Mode Conversion Canada Line trips replaced trips by other modes among 70% of riders. The Canada Line replaced transit bus trips most often (49%), but a substantial percentage of riders also replaced private vehicle trips 45% of riders indicated replacing single occupant vehicle (SOV) trips, and 44% indicated replacing Rideshare trips. These results are consistent with the 2009 survey. 5

Summary Connection to the Canada Line Taking a transit bus remains the most common way to get to a Canada Line Station (44%). The majority of mid and high frequency riders use a transit bus to connect to the Canada Line (55%; 57%). Low frequency riders are more likely to drive (28% rideshare and 23% connect via SOV) or take SkyTrain (34%) to the Canada Line. Overall Service Ratings for Connecting Buses Frequently used connecting bus routes that received the highest average ratings for overall servicewere the #135 Burrard Station, (7.3 out of 10), the #84 VCC Station (7.0), and the #100 Marpole Loop (7.0). None of these routes ranked in the top 3 in 2009. The connecting buses that received the lowest ratings were the #49 Metrotown Station (5.3), the #410 22 nd Street Station (6.3) and the #25 Brentwood Station (6.4). Among those who connect to Canada Line by bus, close to one-quarter (24%) connect by means of the #99 B-Line (most mentions of any route). Average ratings for the #99 route dropped directionally from 6.8 to 6.4 from 2009 and 2010. The most common suggestions for improving bus routes were to increase service frequency (mentioned on 13 of 13 routes) and to reduce crowding (11 of 13 routes). 6

Summary Comparison to Previous Mode of Travel and Intention to Recommend The Canada Line has improved the quality of travel for the majority of riders; 46% say the trip to their destination is now much better, and another 30% say it is somewhat better. North Shore, Northeast (NE) Sector and Vancouver residents are most likely to rate the trip as much better. Ten percent say their Canada Line trip is somewhat or much worse than their previous mode. Among these people, the top two reasons for dissatisfaction are that their trip now requires additional bus transfers (43%) or the trip takes longer (39%). Intentions to recommend the Canada Line are very high, with 88% of riders saying they would definitely (65%) or probably (23%) recommend the service to a friend. 7

Summary High, Medium and Low Canada Line Rider Frequency Profile High frequency Canada Line riders tend to live in Vancouver or the South of Fraser area (including Richmond). This group likes the Canada Line s frequent and on-time reliable service, and 71% say their most frequent trip on Canada Line is to travel to/from work. Prior to the opening of Canada Line, travel for this purpose would have been predominantly made by transit bus. Mid frequency riders tend to live in Vancouver, and to a lesser extent South of Fraser and the North Shore. This group reports the highest overall service ratings for Canada Line (averaging 8.5 vs. 7.8 for high frequency and 8.2 for low frequency riders) and praises the Canada Line for its frequent service. For their most frequent trip on Canada Line, they are more likely to say the overall Canada Line experience is much better than it was using their previous mode. Low frequency riders tend to live farther away from the Canada Line on the North Shore, Burnaby, New Westminster and NE Sector areas, and say their most frequent trip on Canada Line is for entertainment purposes or to get to and from the airport. The riders in this low frequency group are replacing single occupant vehicle and rideshare trips in a higher proportion than those who ride the Canada Line more frequently. They are also more likely to use other SkyTrain lines to connect with Canada Line. Of interest, the level of Canada Line rider frequency shows no significant differences by age, income, employment status or gender. 8 High frequency riders take Canada Line several times a week or more; Mid frequency once per week to 2-3 times per month, and Low frequency riders once a month or less.

Method Data Collection & Weighting 9

Participants TransLink Listens panelists were invited to complete a survey titled What do you think of the Canada Line? on October 28, 2010. The survey was open until November 4, 2010. One reminder email was sent to increase the response rate. Out of 5771 panelists who were invited to participate, 2236 started the survey a clickthrough rate of 39%. Of those who started the survey, 193 were screened out for not having ridden the Canada Line and 57 did not complete the survey. A total of 1986 completed the survey -a final completion rate of 34%. Of the 1986 completed surveys, 1978were completed by Metro Vancouver (GVRD) residents. Panelists from outside Metro Vancouver are not included in the results presented in this report. Two prizes of $200 were offered to encourage participation. The data were weighted to represent the age and gender distributions of each region of Metro Vancouver, as well as main mode of transportation. This is the second year this survey has been conducted. Throughout the report, selected results are compared with the Nov. 13-22, 2009 survey. 10

Method Weighting (1) Weighting the data occurs in two steps: Step 1. Calculating Sex-Age by Region of Residence weights. Using 2006 Canada Census data, the appropriate proportions of Sex-Age (16-34, 35-54, 55+) groups by sex by region are determined for the Metro Vancouver regions (Vancouver, North Shore, Burnaby/New West, Northeast (NE) Sector, Richmond, Delta, and Surrey/Langley). This results in a 6 (Sex-Age groups) by 7 (Regions) matrix of proportions that sum to 1.00 (a sample row for Vancouver is shown below). The obtained proportions for those same matrix cells are then obtained based on the survey results. By dividing the obtained proportions into the parameter proportions, weights for each group are obtained. Each case is up-or down-weighted in accordance with its under-or over-representation in the sample. M 16-34 M 35-54 M 55+ F 16-34 F 35-54 F 55+ Vancouver (Parameter) 0.049 0.054 0.037 0.051 0.055 0.043 Vancouver (Obtained) 0.068 0.098 0.065 0.069 0.079 0.043 Vancouver (Weight) 0.71 0.55 0.57 0.75 0.69 1.00 11

Method Weighting (2) Step 2: Correcting for Main Mode of Transportation after applying the first weights. Parameters for Main Mode are obtained from a 2008 TransLink Metro Vancouver telephone survey. Using these parameters, weighting factors are calculated for each mode. The original weights are then multiplied by the Main Mode weighting factor to obtain the final weights. The second weights slightly offset the initial corrections, but because of the overrepresentation of transit users on TransLink Listens, and the under-representation of vehicle users, particularly those whose main mode is to drive alone (SOV), it is an important correction to make when extrapolating to the Metro Vancouver population. Parameters Results Weighting factor SOV 51.1% 27.5% 1.86 Ride-share 20.4% 14.8% 1.38 Transit 20.8% 50.6% 0.41 Walk 2.8% 4.1% 0.69 Cycle 1.4% 2.5% 0.56 Others (Other single mode; others) 3.5% 0.6% 1.00 12

Results Canada Line Use and Service Ratings 13

Frequency of Canada Line Use Which one of these categories best describes how often you take the Canada Line? To be eligible to participate in the survey respondents must have ridden the Canada Line at least once since the service opened in August 2009. In 2010, the percentage of high frequency (daily or several times a week), mid frequency (once a week to two to three times a month), and low frequency riders (once a month or less frequently) was highly similar to 2009. High frequency riders Several times a week or Daily Mid frequency riders About once a week / 2 to 3 times a month Low frequency riders Once a month or less 13% 13% 25% 24% 2009 2010 60% 64% Base: Participants who rode Canada Line. Total 2009 n=2087: High Frequency n=376 ; Mid Frequency n=627 ; Low Frequency n=1058. Total 2010 n=1978: High Frequency n=348 ; Mid Frequency n=559 ; Low Frequency n=1059. 14

Frequency of Canada Line Use Which one of these categories best describes how often you take the Canada Line? 13% 15% Canada Line use varies by area of residence. As expected, high frequency riders are more likely to live in areas directly served by Canada Line, including Vancouver and South of Fraser (SOF)(Note: the SOF region includes Richmond ). In the City of Richmond specifically, 28% are high frequency riders. The results obtained in 2010 are highly similar to the results from 2009 (not shown). High Frequency Mid Frequency Low Frequency 16% 2% 7% 9% 24% 21% 22% 17% 10% 37% 47% 61% 64% Total South of Fraser Vancouver North Shore Burnaby / New West N.E. Sector 75% 76% 79% Base: Participants who rode Canada Line (2010). Total 2010 n=1978: High Frequency n=348 ; Mid Frequency n=559 ; Low Frequency n=1059. 15

Overall Service Ratings for the Canada Line Overall service ratings for the Canada Line are high, with three quarters (74%) rating the service in the good to excellent range. This is a higher percentage than was obtained in the 2009 survey (67%). Between 2009 and 2010 ratings increased the most for low frequency and mid frequency riders. As noted in the 2009 survey, ratings for high frequency riders remain comparably lower in 2010 (65% good to excellent). Note that these figures are based on the Canada Line trip riders take most often. On a scale where 1 means very poor and 10 means excellent, how would you rate Canada Line in terms of overall service? Total 2009 Total 2010 High Frequency Riders 2009 High Frequency Riders 2010 Mid Frequency Riders 2009 Mid Frequency Riders 2010 Low Frequency Riders 2009 Low Frequency Riders 2010 67% 62% 74% 65% 65% 75% 80% 74% 27% 27% 26% 30% 22% 20% 6% 4% 11% 8% 17% 2% 22% 5% 6% 4% Mean 7.8 8.2 7.5 7.8 8.2 8.5 7.8 8.2 Good to excellent (8-10) Mid-range (5-7) Very poor to poor (1-4) 16 Base: All Canada Line riders. Total 2009 n=2087: High n=376; Mid n=627; Low n=1058. Total 2010 n=1978: High n=348; Mid n=559; Low n=1059.

Most Liked Aspects of the Canada Line What do you like the most about the Canada Line service? Speed of Travel 36% 42% The speed of the trip continues to be a most liked aspect of Canada Line service. This was mentioned by more than four-in-ten riders (42%), up significantly from 2009 (36%). As in the 2009 survey, riders also indicated that they like the cleanliness and spaciousness of the cars, and that the service provides them with frequent access to target destinations. Responses to this question were recorded verbatim and then coded into response categories. Clean Spacious cars Gets me where I need to go/access to my area Frequency Convenience (unspec) Easy access to airport 15% 15% 13% 12% 10% 13% 9% 13% 9% 11% 9% 8% Total 2009 Total 2010 On time/ Reliable 5% 6% Base: Participants who rode the Canada Line. Note: Multiple responses allowed; aspects with >5% total mention shown. Total 2009 n= 2087; Total 2010 n = 1978. 17

Most Liked Aspects of the Canada Line The chart on the right shows differences in the most liked aspects of Canada Line between the frequency of use rider groups. Mid and high frequency riders differed from low frequency riders on several aspects of the service. They were twice as likely to mention that they liked the frequency of the service (21% and 20%, compared to 9%). They were also more likely to mention the timeliness and reliability of the service (15% and 9%, compared to 3%). Low frequency riders, in contrast, were more likely to say that they liked the access to the airport (11%). These differences based on frequency of use were also observed in the 2009 survey. Responses to this question were recorded verbatim and then coded into response categories. What do you like most about the Canada Line service? Note: Aspects differentiating rider groups shown Frequency of Service On time/reliable Easy Access to Airport Gets me where I need to go 3% 1% 4% 9% 9% 11% 11% 12% 15% 21% 20% 18% High Frequency Riders Mid Frequency Riders Low Frequency Riders Base: Participants who rode the Canada Line (2010). Aspects with >5% total mention shown. Note: Multiple responses allowed. Total 2010 n=1978: High n=348; Mid n=559; Low n=1059. 18

Least Liked Aspects of the Canada Line Overcrowding remains the least liked aspect of Canada Line service. In this regard a higher percentage of riders mentioned overcrowding as something they liked least about the Canada Line in 2010 than in 2009 (20% vs. 13%). This is perhaps not unexpected as ridership has grown since the Line s opening. Inconvenient routing, infrequent service and issues with station design (discussed below) round out the top four least liked aspects of the Canada Line. Regarding station design, respondents noted that smaller platforms can restrict the movement of people to and from trains or station exits when busy. Other concerns included having to go under the line to access platforms, too many stairs and escalators at stations, complaints about the connection between Canada Line and the Expo Line at Waterfront station, not enough down-escalators at stations, a lack of seating on platforms and poor lighting design. Responses were recorded verbatim and then coded into response categories. What do you like the least about the Canada Line service? Overcrowding Route not convenient Infrequent service Station Design Issues -(Layout/ stairs/ exits/ hallways) 19 Fare too expensive Not enough seats 5% 6% 7% 7% 7% 6% 9% 9% 10% 11% 13% 20% 2009 2010 Base: Participants who rode the Canada Line. 2009 n= 2087; 2010 n = 1978. Note: Multiple responses allowed; aspects with >5% total mention shown.

Differences in the Least Liked Aspects of the Canada Line On this slide the chart shows differences in the least liked aspects of Canada Line between the frequency of use rider groups. Two aspects of the Canada Line - overcrowding and infrequent service - were mentioned significantly more often by high frequency riders, who are more likely to ride during peak hours. This may explain the lower overall service ratings among high frequency users noted earlier in this report. Mid frequency riders were less likely than high frequency riders to mention these aspects, but more likely than low frequency riders. Low frequency riders were more likely to mention that the Canada Line route was not convenient for their travel (10%) and that fares were too expensive (8%) potential factors explaining their less frequent use of the Canada Line. Responses were recorded verbatim and then coded into response categories. What do you like least about the Canada Line service? Note: Aspects differentiating rider groups shown Overcrowding Infrequent service Route not convenient Fare too expensive Not enough seats 15% 16% 11% 7% 7% 6% 10% < 1% 3% 8% 5% 8% 5% 22% 43% High Frequency Riders Mid Frequency Riders Low Frequency Riders Base: Participants who rode the Canada Line (2010). Aspects with >5% total mention shown. Note: Multiple responses allowed. Total 2010 n=1978: High n=348; Mid n=559; Low n=1059. 20

Quality of Travel Comparison Almost one-half of Canada Line riders (46%) say the trip to their destination is now much better than their previous mode, a significant increase from 2009 (40%). Three-in-ten (30%) say their trip is somewhat better. Only ten percent say it is worse. Mid frequency riders are more likely to say that the trip is much better (55%) compared to high and low frequency riders (47%; 42%). Thinking of the trip you make most often on the Canada Line and comparing it to how you used to make that same trip, would you say that the overall Canada Line experience is (much better, somewhat better, the same, somewhat worse, much worse)? Total 2009 40% 33% 11% 6% 6% 4% Total 2010 46% 30% 10% 6% 4% 5% High Frequency Riders 2009 37% 28% 9% 12% 12% 1% High Frequency Riders 2010 47% 21% 8% 10% 8% 6% Mid Frequency Riders 2009 50% 31% 8% 6% 5% 1% Mid Frequency Riders 2010 55% 27% 9% 4% 2% 3% Low Frequency Riders 2009 37% 34% 13% 5% 5% 5% Low Frequency Riders 2010 42% 33% 10% 6% 4% 6% Much better Somewhat Better The Same Somewhat Worse Much Worse Don't know 21 Base: All Canada Line Riders. Total 2009 n=2087: High n=376; Mid n=627; Low n=1058. Total 2010 n=1978: High n=348; Mid n=559; Low n=1059.

Quality of Travel Comparison Ten percent of Canada Line riders say their experience on Canada Line was worse than travelling by their previous mode. As in 2009, the primary reason that riders think their previous mode was better continues to be that their trip now requires additional bus transfers (43%). Other frequent reasons include longer trip duration and overcrowding/lack of seats. High frequency riders are more likely to prefer their previous trip experience because they now have to walk further and the Canada Line route is less convenient (not shown in chart). Responses were recorded verbatim and then coded into response categories. Why do you feel this way? (participants who said experience on Canada Line was worse than how they used to make the trip) Additional transfers/ bus connections Longer trip duration/ earlier method faster Overcrowded/ not enough seats Prefer private vehicle Route not convenient More walking involved now Other Non-relevent answer 2% 7% 7% 6% 8% 8% 11% 15% 17% 16% 21% 24% 33% 39% 44% 43% Total 2009 Total 2010 Base: Participants who said it was worse than before (2009 n=217; 2010 n=169). Note: Multiple responses allowed. 22

Likelihood to Recommend Canada Line Almost two-thirds would definitely recommend (65%) the Canada Line service while an an additional quarter (23%) would probably recommend the service. As was the case in 2009, mid frequency riders are the most likely to say they would definitely recommend the service (75%), and are significantly more likely to do so compared to low frequency riders (62%). Riders in Vancouver (70%), the North Shore (73%) and the NE Sector region (73%) are significantly more likely than those in Burnaby/New Westminster (65%) and South of Fraser (58%) to definitely recommend the Canada Line. For riders residing in Richmond, 61% would definitely recommend the service. How likely would you be to recommend the Canada Line SkyTrain service to a friend who currently travels to destinations serviced by the Canada Line? Definitely recommend the service Probably recommend the service Might or might not recommend the service Probably not recommend the service Definitely not recommend the service 23 8% 10% 5% 8% 1% 1% <1% 1% 2% 4% 1% 2% 23% 17% 18% 26% 65% 67% 75% 62% Total High Frequency Riders Mid Frequency Riders Low Frequency Riders Base: Participants who rode the Canada Line. Total 2010 n=1978: High n=348; Mid n=559; Low n=1059.

Results Trip Purposes and Connections 24

Purpose of Canada Line Trips Entertainment is the most commonly mentioned reason for riding the Canada Line. Over one-quarter of those asked in 2010 said their trip was for entertainment purposes, a significant increase from 2009 (18%). This increase may be due to the 2010 Olympics. Specifically, entertainment is mentioned significantly more by those South of Fraser (35%) and in the NE Sector (34%) than by those in Vancouver (20%). Among 2010 riders, Vancouver residents (19%) and South of Fraser residents (22%) are most likely to use the line to travel to/from work (30% in the City of Richmond). Those on the North Shore are more likely than those in any other area to mention using the Canada Line to go to or from the airport (41%). Results for this question are not weighted by passenger volume, and so do not reflect the actual distribution of trips made on Canada Line. This is demonstrated on the following slide which shows trip purpose by frequency of use. What is the main purpose of the trip you make most often on the Canada Line? Entertainment To/from airport Work Shopping Personal business Visiting Friends / Family 25 5% 7% 8% 8% 12% 12% 18% 19% 19% 18% 22% 28% Total 2009 Total 2010 Base: Participants who rode Canada Line (2009 n=2087; 2010 n=1978). Note: Only reasons mentioned by >= 5% shown.

Purpose of Canada Line Trips What is the main purpose of the trip you make most often on the Canada Line? As was the case in 2009, principal trip purposes on the Canada Line varied greatly by frequency of use. Among high frequency riders, commuting to/from work remains the most common trip purpose (71%). Shopping and personal business were mentioned significantly more often by mid frequency riders (19% and 11% respectively) than low (10% and 6%) or high (4% and 6%) frequency riders. Two-in-ten (19%) mid frequency riders use the Canada Line to get to work. Low frequency riders were most likely to use the Canada Line primarily for Entertainment (34%) and to get to/from the Airport (25%). Entertainment Airport Work Shopping Personal Business Visiting Friends / Family 6% 1% 11% 7% 4% 10% 6% 11% 6% 3% 8% 5% 26% 25% 19% 19% 34% 71% High Frequency Riders Mid Frequency Riders Low Frequency Riders Base: Participants who rode Canada Line. Note: Purposes mentioned by >5% total shown. Total 2010 n=1978: High n=348; Mid n=559; Low n=1059. 26

Trip Modes the Canada Line Replaced Had you been making this trip before the opening of the Canada Line? Percent Yes shown Seven-in-ten (70%) riders are using the Canada Line for trips that they used to take using other modes. Not surprisingly, given their level of use, high and mid frequency riders are more likely than low frequency riders to indicate that they have replaced trips taken by other modes with Canada Line trips. Total High Frequency Mid Frequency 73% 70% 87% 72% 80% 76% 2009 2010 Low Frequency 68% 68% Base: Participants who rode the Canada Line. Total 2009 n=2087: High n=376; Mid n=627; Low n=1058. Total 2010 n=1978: High n=348; Mid n=559; Low n=1059. 27

Trip Modes the Canada Line Replaced What mode did you previously use to make the trip that you now make on the Canada Line SkyTrain service? The top three trip modes replaced by the Canada Line are transit bus (49%), single occupant vehicle (45%) and ridesharing (44%). High and mid frequency Canada Line riders are more likely than low frequency riders to have replaced a transit bus trip (77% and 62% vs. 39%). Low and mid frequency riders are more likely than high frequency riders to have replaced single occupant vehicle trip. Low frequency riders are more likely than mid and high frequency riders to have replaced a rideshare trip. Transit Bus SOV Rideshare SkyTrain Walk 5 blocks or more Walk less than 5 blocks 12% 12% 9% 15% 12% 7% 12% 8% 5% 5% 4% 4% 13% 35% 33% 39% 49% 45% 47% 46% 44% 55% 62% Total 2010 77% High Frequency Riders Mid Frequency Riders Low Frequency Riders Base: Participants who replaced a previous trip mode with Canada Line (2010). Note: Multiple responses allowed; modes mentioned by >5% total shown. Total n=1455: High n=267; Mid n=426; Low n=756. 28

Connections to the Canada Line The most common mode for getting to a Canada Line Station is by transit bus (44%). Most mid and high frequency riders use a transit bus to connect to the Canada Line (57%; 55%). Almost three-in-ten (28%) connect to Canada Line by another SkyTrain line. Burnaby/New Westminster riders are the most likely to connect by SkyTrain (69%). A fifth each cited connecting to Canada Line by ridesharing or single occupant vehicle. Sixteen percent walk less than 5 blocks while another 10 percent walk 5 or more blocks to Canada Line. High and mid frequency riders are more likely to walk to the Canada Line than low frequency riders. Low frequency riders are more likely to take the SkyTrain (34%) or drive (28% rideshare; 23% SOV) to the Canada Line compared with high or mid frequency riders. Still thinking about the trip you make most often on the Canada Line, what mode do you currently use to connect to or from the Canada Line? Transit Bus SkyTrain Rideshare SOV Walk less than 5 blocks Walk 5 blocks or more 29 SeaBus 28% 16% 20% 34% 22% 11% 14% 28% 20% 20% 14% 23% 16% 24% 24% 12% 10% 18% 13% 7% 5% 3% 4% 5% 38% 44% 57% 55% Total 2010 High Frequency Riders Mid Frequency Riders Low Frequency Riders Base: Participants who took the Canada Line (2010) Note: Multiple responses allowed; modes mentioned by >5% shown Total n=1978: High n=348; Mid n=559; Low n=1059

Connections to the Canada Line Please record all the bus routes that you use to connect to or from the Canada Line. #99 B-Line 23% 24% #9 Boundary 13% 12% Among those who connect to Canada Line by bus, close to one-quarter (24%) connect by means of the #99 B-Line to get to the Canada Line. The #9 Boundary (12%) and the #351 Bridgeport Station (11%) routes round out the top three frequently used bus routes, as was found in the 2009 survey. #351 Bridgeport Stn. #41 Joyce Stn #49 Metrotown Stn. #84 VCC Stn. #25 Brentwood Stn. 8% 7% 7% 7% 7% 6% 6% 12% 11% 11% Total 2009 Total 2010 #354 WhiteRock 5% 6% #601 Bridgeport Stn. 7% 5% #100 Marpole Loop 6% 5% Base: Participants who connect by bus (2009 n=1,125; 2010 n=1079). Up to three responses accepted per participant. Only buses mentioned by >5% of participants shown. 30

Overall Service Ratings for Connecting Buses 31

Overall Service Ratings for Connecting Bus Routes How would you rate [bus route] in terms of overall service? Base: Participants who used each bus to connect. Buses with n=30 or more ratings shown. #135 Burrard Stn. 6.5 7.3 #135 61% 29% 9% #84 VCC Stn. 6.7 7.0 #84 43% 46% 10% #100 Marpole Loop 6.6 7.0 #100 40% 54% 6% #351 Bridgeport Stn. 6.4 6.9 #351 44% 44% 13% #401 Garden City 6.7 6.8 #401 33% 55% 13% #41 Joyce Stn. #9 Boundary #10 Hastings 6.3 6.8 6.6 6.5 6.8 6.7 2009 2010 #41 #9 #10 36% 28% 36% 56% 60% 48% 8% 13% 16% #43 Joyce Stn. 6.9 6.5 #43 32% 57% 11% #99 B-Line 6.8 6.4 #99 36% 44% 21% #25 Brentwood Stn. 6.6 6.4 #25 30% 50% 20% #410 22nd Street Stn. 6.6 6.3 #410 23% 66% 11% #49 Metrotown Stn. 6.3 5.6 #49 22% 44% 34% Average Score: 1=Poor and 10=Excellent 2009 vs. 2010 Results 32 2010 Results

Overall Service Ratings for Connecting Bus Routes Higher-rated routes included the #135 (average rating 7.3), the #84 (7.0), the #100 (7.0) and the #351 (6.9). Conversely, the #49 route was scored less positively with an average overall service rating of 5.6 out of a possible 10. Among those who connect to Canada Line by bus, close to one-quarter (24%) connect by means of the #99 B-Line to get to the Canada Line (most mentions of any route). Noteworthy is that average ratings for the #99 route dropped directionally from 6.8 to 6.4 from 2009 and 2010. A comparison of the 2009 and 2010 overall service scores for each bus route shows no significant differences. To some extent this is a reflection of small base sizes (under 50 for most routes). 33

Times Used for the Connecting Bus Routes Bus route #9 #10 #25 #41 #43 #49 #84 #99 #100 #135 #351 #401 #410 UNWEIGHTED n 150 44 76 87 37 66 85 290 52 34 65 35 40 Weekend any time 37% 34% 54% 38% 9% 44% 33% 39% 35% 44% 25% 31% 49% Weekdays 3:00 pm to 6:00 pm 27% 48% 19% 30% 45% 30% 35% 36% 26% 43% 19% 26% 35% Weekdays 9:00 am to 3:00 pm 37% 33% 30% 53% 41% 46% 40% 32% 31% 56% 41% 22% 32% Weekdays after 6:00 pm 19% 21% 21% 17% 10% 17% 11% 31% 3% 14% 15% 26% 21% Weekdays 6:00 am to 9:00 am 20% 32% 20% 18% 36% 37% 15% 22% 24% 6% 40% 26% 27% Weekdays before 6:00 am 6% 3% - 2% - 1% - 2% 7% - 3% 9% - Base: Participants who connect by transit bus (2010 n=1079). Up to three responses accepted per respondent. 34

Suggestions for Improving Connecting Bus Routes Bus route #9 #10 #25 #41 #43 #49 #84 #99 #100 #135 #351 #401 #410 UNWEIGHTED n *Caution: small base sizes 30* 10* 22* 19* 11* 25* 17* 82 12* 5* 16* 11* 13* More buses/ greater frequency 30% 57% 48% 79% 29% 73% 82% 69% 57% 61% 44% 46% 20% Too crowded / reduce crowding 9% - 55% 27% 18% 16% 17% 59% 25% 10% 26% 6% - Be on time/ reliable 11% 4% 39% 8% - 8% 19% 3% 15% 10% 9% 6% 30% Drivers should not be rude/ inconsiderate - - - - - - - 8% 14% - - - - Shorter trip duration 18% - 11% 10% 13% 1% - 4% - - 16% 4% 4% Redesign route (var. suggestions) 4% 25% 2% 16% 57% 11% - 5% 11% 5% 45% 18% 19% Better connections with SkyTrain/ Canada Line - 6% - 4% 4% - 9% 1% 15% - - 5% - More stops 2% - - - - - 5% - - - - - 10% Less stops - - 6% 11% 4% 45% - 1% 21% 20% 16% 20% - More shelters / sheltered areas 7% - - - - - - 10% 6% - - - - Rapid transit along Broadway/ to UBC 28% - - - - 4% - 17% - - - - - 35 Base: Participants who connect to Canada Line by transit bus and who rated their bus route s overall service 5 or less. Up to three responses accepted per route per respondent.

Suggestions for Improving Connecting Bus Routes Participants who rated the overall service of the bus routes they take to connect to Canada Line 5 or less out of a possible 10 were asked what could be done to improve overall service. The number of comments by each individual bus route is small, so results should be considered directional in nature. The most common response was to provide more frequent bus service. Routes #41, #49, #84 and #99 had a directionally higher proportion of comments in this regard. A directionally higher proportion of #25 and #99 bus riders commented that the bus is overcrowded. Four-in-ten riders on the #25 said that the bus needs to provide more on-time reliable service. Almost one-half of those connecting to the Canada Line with the #49 bus think the route should have fewer stops. Suggestions to provide rapid transit to UBC were given by #9 and #99 bus riders. 36

Appendix Demographics 37

Demographics Base: All 2010 participants (n=2167) Unweighted Weighted Age/Gender % % M 16-34 14 12 M 35-54 23 20 M 55+ 17 17 F 16-34 13 12 F 35-54 20 22 F 55+ 13 16 Base: All 2010 participants (n=2167) Unweighted Weighted Do you have access to a car, van, or truck for your own use either as a passenger or a driver on a regular basis? % % Yes 72 87 No 28 13 38

Demographics Base: All participants (n=2167) Unweighted Weighted What is your present employment status? % % Employed <30 hours per week 12 12 Employed >30 hours per week 60 59 Student 9 6 Retired 12 14 Not employed 5 5 Homemaker 2 3 39

Demographics Base: All 2010 participants (n=2167) Unweighted Weighted What mode of transportation do you use most often to travel to work, school or your other frequent trips? % % SOV 32 53 Rideshare 12 21 Transit 43 21 Walk 6 3 Cycle 5 1 Others 3 1 40

Demographics Base: All 2010 participants (n=2167) Unweighted Weighted In which Metro Vancouver municipality do you live? % % Vancouver 42 24 North Shore 7 9 Burnaby / New Westminster 13 11 Northeast Sector 11 13 Delta, Tsawwassen, Ladner 4 5 Surrey / Langley 14 28 Richmond 8 10 41

Appendix Survey 42

Appendix Survey 43

Appendix Survey 44

Appendix Survey 45

Appendix Survey 46