2018 Septa Customer Satisfaction Survey Final Report
2018 SEPTA CUSTOMER SATISFACTION SURVEYFINAL REPORTDECEMBER 2018
Table of ContentsSlide #1Methodology22Key Findings33Rider Survey: Detailed Findings4 SEPTA Overall Performance Ratings by Mode5 SEPTA Service Category & Component Ratings6 SEPTA Key Usage14 Reasons for Taking SEPTA15 SEPTA Rider Demographics164Non-Rider Survey: Detailed Findings185Rider & Non-Rider Likelihood to Recommend SEPTA201
Methodology SEPTA partnered with WBA Research to conduct the 2018 SEPTACustomer Satisfaction Survey (New in 2018) Data collected from April 24, 2018 through May 4, 2018 Riders were invited to participate in the survey by providing their contactinformation (name, phone, email) on a post card distributed by vendorstaff at stations, stops, and onboard vehicles 21,000 riders shared their contact information this way Non-Riders were recruited via address-based sampling (ABS) 16,000 letters were sent to residents of Philadelphia, Bucks, Chester,Delaware, and Montgomery CountiesRider Operations/SegmentsTotalBroad Street Line408Market-Frankford Line405City Bus/Trackless Trolley703Suburban Light Rail/Trolley202Suburban Bus200City Trolley518Regional Rail404Total Mode Observations2,840 Survey respondents had the option of completing the survey online or bytelephone interview (New in 2018)Philadelphia200 Conducted surveys with 1,542 riders & 400 gomery65 2,840 Rider Mode Observations (Riders could rate up to 3 modes) In order to ensure that sample is representative of the overall populationthe data is weighted as follows: Riders: System-wide data included in this presentation is weightedby mode ridershipNon-Rider CountiesTotalTotal400 Non-Riders: Data is weighted by county population Ratings in this report are mean average scores on a scale of 0 – 102
Key FindingsSEPTA Overall System-wide, Overall Performance Satisfaction rating averaged a 7.3 on a 0 – 10 pointscale. Overall, SEPTA has many Strengths, namely in the areas of Convenience, Courtesy,Personal Security, and Personal Safety. SEPTA is viewed as a convenient system, keepingits riders safe and secure. Areas where SEPTA must improve are Communication and Cleanliness. IfCommunication and/or Cleanliness are improved, rider satisfaction could increase, asriders place high importance on these categories. Commutation or work-related business are riders’ main reasons for taking SEPTA,regardless of mode, with 82% of riders indicating they travel on SEPTA for these reasons. 64% of riders reported using SEPTA for personal trips, such as shopping, socialengagements, errands, medical appointments, etc. Roughly two-thirds of SEPTA riders (66%) report having a SEPTA Key card. 61% of riders are female and 39% are male.3
Rider Survey Detailed Findings4
Rider SurveyOverall Performance by Mode10.09.08.07.07.37.3SEPTAOverallBroad StreetLine7.17.27.2Market-FrankfordLineCity BusCity 03.02.01.00.0RegionalRail5
Rider SurveyService Category rsonal SecurityOverallPersonal allCommunication6
Rider SurveyConvenience Service Component requency of ServiceSeat Availability6.05.04.03.02.01.00.0Overall PerformanceOverall ConvenienceEase of Purchasing Fare7
Rider SurveyCommunication Service Component 1.00.0Overall PerformanceOverall CommunicationService Disruption/DelaysPrior to BoardService Disruption/DelaysOnboardStop Announcements8
Rider SurveyCourtesy Service Component Ratings10.09.08.07.07.37.3Overall PerformanceOverall Courtesy7.57.56.96.05.04.03.02.01.00.0Smoothnessof Ride* “SEPTA Employees” is a composite rating average of aggregating all employee ratings** “Other Riders” is a composite rating average aggregating all rider behavior ratingsSEPTA Employees*Other Riders**9
Rider SurveyCleanliness Service Component 2.01.00.0Overall PerformanceOverall CleanlinessVehicles AMVehicles PMStations AMStations PM10
Rider SurveyPersonal Security Component Ratings10.09.08.07.07.77.37.27.2Overall PerformanceOverall PersonalSecurityCenter City Stations6.97.36.05.04.03.02.01.00.0City Stations OutsideCCSuburban StationsSecurity Onboard11
Rider SurveyPersonal Safety Component Ratings10.09.08.07.07.37.2Overall PerformanceOverall Personal Safety7.67.6Safety from Accidents at StationsSafety from Accidents Onboard6.05.04.03.02.01.00.012
Rider SurveyRiders were asked to rate their level of agreement with statements about SEPTA’s value proposition andtransparency on a scale of 0 to 10.More than six in ten riders agree that SEPTA provides good value for the money and/or that SEPTA is open andtransparent when providing information to the public (61% and 63%, respectively), compared to about two in tenwho disagree with each.Level of AgreementSEPTA provides good value for the moneyMean6.661%19%7-105-620%0-4SEPTA is open and transparent when providinginformation to the publicMean6.863%20%7-105-617%0-413
Rider SurveyDo you have a SEPTA KEY card that you currently use when riding SEPTA?100%66%Have KEY Card80%60%60%40%34%20%6%0%Yes, have SEPTA KEYHave SEPTA KEY card, but do not use itNo, do not have SEPTA KEY14
Rider SurveyWork or job-related business are riders’ main reasons for taking SEPTA, regardless of mode, with 82% ofriders indicating they commute on SEPTA. 64% of riders reported using SEPTA for personal trips, such asshopping, entertainment, social engagements (53%) or errands, medical appointments, etc. (47%).Main Reasons for Taking SEPTANet: BusinessPercent82%Work79%Job-related business19%Net: PersonalPleasure, such as shopping,entertainment/visiting, or eatingoutPersonal business, such asmedical appointments,volunteer work, errands, etc.School64%53%47%17%15
Rider SurveyDemographic Profile Six in ten riders (61%) are female 48% of riders identify as African American or Black and 43%identify as White1 40% of ridership is under the age of 35Race/Ethnicity 1AgeAfrican American or Black48%100%80%White60%Hispanic or Latino43%7%40%40%Asian or Pacific -651. Multiple responses were allowed for Race/Ethnicity question66 0%20%40%60%80%16100%
Rider SurveyHousehold IncomeLess than 15,00017% 15,000 to less than 25,00015% 25,000 to less than 35,00015%Net: Less than 35,000 47% 35,000 to less than 50,00016%Median: 37,000 50,000 to less than 75,00017% 75,000 to less than 100,0008% 100,000 or more11%0%20%40%60%80%100%17
Non-Rider Survey Detailed Findings18
Non-Rider SurveyNon-Rider SEPTA Service .37.054321019
Customer Satisfaction SurveyLikely to Recommend SEPTA(Scale of 0 – 2.01.00.020
THANK YOU!.21
2018 SEPTA CUSTOMER SATISFACTION SURVEY FINAL REPORT DECEMBER 2018. 1 Slide # 1 Methodology 2 2 Key Findings 3 3 Rider Survey: Detailed Findings 4 . SEPTA partnered with WBA Research to conduct the 2018 SEPTA Customer Satisfaction Survey (New in 2018) Data collected from April 24, 2018 through May 4, 2018
Customer satisfaction has identified as an important influencer on customer loyalty. Further, customer trust impacted by customer satisfaction which proved that customer satisfaction is an antecedent of customer trust. Moreover, an indirect relationship between customer satisfaction and loyalty through customer trust was observed.
of satisfaction and quality, i.e. if one perceives quality and customer satisfaction as a process (cf. Deming, 1982). Consequently, technical and moral quality affect customer satisfaction, while the manufacturer can determine the level of customer satisfaction and respond via product innovations to ensure even greater customer satisfaction. By .
2009 Ohio E-Check Customer Satisfaction Survey 7 Voinovich School of Leadership and Public Affairs at Ohio University How the Survey Was Conducted Survey Instrument The 2009 survey was the same as the 2008 Ohio E-Check Customer Satisfaction Survey. For 2008, several changes were made to the survey instrument. These changes included;
strategies and customer satisfaction. ii. Ho 3b - There is no statistical significant relationship between honest complaint resolution strategies and customer satisfaction. LITERATURE REVIEW Concept of Customer Satisfaction Customer satisfaction refers to a person's satisfaction with a product, a service, or a supplier (Terpstra
Section III – Conducting an Employee Satisfaction Survey 8 Steps in Process 9 Survey Design/Construction 11 Packaging and Layout of Survey 14 Section IV – Employee Satisfaction Survey Template 15 Section V – Employee Satisfaction Survey Report Template 21 Processing Survey Responses 22 Survey Report Content 24 Example 1 25
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written survey of TDHS staff and other service providers.1 The present study builds on the Families First Customer Satisfaction Survey, 2000 (Houston, Hadjiharalambous, and Magda, 2000) to further gauge customer satisfaction with the Families First program. Assessments of customer satisfaction are important tools for the management
C is much more flexible than other high-level programming languages: C is a structured language. C is a relatively small language. C has very loose data typing. C easily supports low-level bit-wise data manipulation. C is sometimes referred to as a “high-level assembly language”. When compared to assembly language .
