1. 1 Washington Metropolitan Area Transit Authority Customer Satisfaction Measurement FY 2006 Q3 Comparison April 28, 2006

2. 2 Overview Customer Satisfaction Measurement (CSM) is a longitudinal tool for measuring satisfaction with Metro services Computer assisted telephone interviewing (CATI) on a continuous basis: 2,400/year = 600/quarter = 200/month

3. 3 Overview Collects data on: –Customer satisfaction with Metro services –Customer perceived importance with Metro services Consistency and connectivity with WMATA Customer Environment Study

4. 4 Customer Satisfaction Measures Riding Experience See Documentation of Methods report for details on measures From Accidents While Riding From Crime during Daylight Hours While Riding From Crime during Nighttime Hours While Riding At Bus Stops/Rail Stations during Daylight Hours At Bus Stops/Rail Stations during Nighttime Hours In Metro Parking Lots during Daylight Hours In Metro Parking Lots during Nighttime Hours Safety Using Metrorail/bus for Shopping Trips Using Metrorail/bus for Work Trips Using Metrorail/bus for Entertainment Trips Making Transfers Parking at Rail Stations (METRORAIL survey ONLY0 Convenience Cleanliness of Rail Cars/Busses Cleanliness of Rail Stations/Bus Stops Comfort of the Overall Ride Smell of Rail Cars/Busses Temperature Inside Rail Cars/Busses Availability of Seating When Riding on Train/Bus Comfort of Seats on the Train/Bus Number of People on the Train/Bus Number of Bus Stops That Have Shelters (METROBUS survey Only) Riding Experience 4

5. 5 Customer Satisfaction Measures Riding Experience See Documentation of Methods report for details on measures Trains/Busses Getting to the Destination on Time Stops were Announced by Train/Bus Operators Metrobus Arriving More Than 5 Minutes Early or Late (METROBUS survey ONLY) Having to Wait More Than 15 Minutes for the Next Train (METRORAIL survey ONLY) One or More Elevators Were Not Working at a Rail Station One or More Escalators Were Not Working at a Rail Station Vertical Transportation Reliability 4 Distance of the nearest Bus Stop from Home (METROBUS survey ONLY) Distance of the nearest Bus Stop from Destination (Metrobus survey ONLY) Frequency of Buses from Home to closest Metrorail Station Number of transfers needed to get to final destination Wait Time at Start of Trip Availability of Parking at Rail Station (METRORAIL survey ONLY) Access Customer Satisfaction Measures

6. 6 Riding Experience See Documentation of Methods report for details on measures Value of Ride Fare Satisfaction with Cost of Riding Process of purchasing farecards, and passes Process of obtaining refunds or replacement farecards or passes Cost of parking at Metrorail Stations (METRORAIL survey ONLY) Utility of Digital Displays – PIDS Understandability of Route/Schedule Information Responsiveness of WMATA Timeliness of Schedule Information Information Availability Fares Satisfaction with helpfulness of Bus Operators (METROBUS survey ONLY) Satisfaction with the Level of Service of Metro Personnel in Rail Stations (METRORAIL survey ONLY) Satisfaction with clarity of Operator Announcements at Stops Customer Service Communications 4

7. 7 OVERALL SATISFACTION Base: Rail and 245 Bus Users

8. 8 User Profile: Metrobus Lower to middle income (48.3% income under $60,000) Black/African American (45.0%) No College degree (31.4%) Employed Full time (61.3%) Zero or One household vehicles (47.3%) Female (53.6%) Base: 245 Bus Users

9. 9 Metrobus: System Results ** Weighted measures used Base: 245 Bus Users

10. 10 Metrobus: System Results ** Weighted measures used Base: 245 Bus Users

11. 11 Metrobus: System Results ** Weighted measures used Base: 245 Bus Users

12. 12 Metrobus: System Results ** Weighted measures used Base: 245 Bus Users

13. 13 Metrobus: System Results ** Weighted measures used Base: 245 Bus Users

14. 14 Metrobus: Fares Base: 245 Bus Users

15. 15 Metrobus: Fares Base: 245 Bus Users

16. 16 Metrobus: Riding Experience Base: 245 Bus Users

17. 17 Metrobus: Riding Experience Base: 245 Bus Users

18. 18 Metrobus: Riding Experience Base: 245 Bus Users

19. 19 Metrobus: Convenience Base: 245 Bus Users

20. 20 Metrobus: Convenience Base: 245 Bus Users

21. 21 Metrobus: Safety Base: 245 Bus Users

22. 22 Metrobus: Safety Base: 245 Bus Users

23. 23 Metrobus: Reliability Base: 245 Bus Users

24. 24 Metrobus: Customer Service Base: 245 Bus Users

25. 25 Metrobus: Ease of Access Base: 245 Bus Users

26. 26 Metrobus: Ease of Access Base: 245 Bus Users

27. 27 Metrobus: Communications Base: 245 Bus Users

28. 28 Metrobus: Performance ** Un-weighted measures used Base: 245 Bus Users

29. 29 User Profile: Metrorail High income (76.4% income over $60,000) White (75.1%) College degree (79.2%) Employed Full time (69.2%) Two or more household vehicles (77.4%) Female (58.7%) Base: 356 Rail Users

30. 30 Metrorail: System Results ** Weighted measures used Base: 356 Rail Users

31. 31 Metrorail: System Results ** Weighted measures used Base: 356 Rail Users

32. 32 Metrorail: System Results ** Weighted measures used Base: 356 Rail Users

33. 33 Metrorail: System Results ** Weighted measures used Base: 356 Rail Users

34. 34 Metrorail: System Results ** Weighted measures used Base: 356 Rail Users

35. 35 Metrorail: Fares Base: 356 Rail Users

36. 36 Metrorail: Fares Note: SmartTrip Questions started in Q2 of 2005 Base: 356 Rail Users Note: people ride and people park with a SmartTrip card

37. 37 Metrorail: Riding Experience Base: 356 Rail Users

38. 38 Metrorail: Riding Experience Base: 356 Rail Users

39. 39 Metrorail: Convenience Base: 356 Rail Users

40. 40 Metrorail: Convenience Base: 356 Rail Users

41. 41 Metrorail: Safety Base: 356 Rail Users

42. 42 Metrorail: Safety Base: 356 Rail Users

43. 43 Metrorail: Reliability Base: 356 Rail Users

44. 44 Metrorail: Customer Service Base: 356 Rail Users

45. 45 Metrorail: Ease of Access Base: 356 Rail Users

46. 46 Metrorail: Ease of Access Base: 356 Rail Users

47. 47 Metrorail: Communications Note: Communications index started in Q3 of 2004 Base: 356 Rail Users

48. 48 Metrorail: Communications Base: 356 Rail Users

49. 49 Metrorail: Performance ** Un-weighted measures used Base: 356 Rail Users

50. 50 Vertical Transportation Base: 356 Rail Users and 54 elevator users

51. 51 Vertical Transportation ** Weighted measures used Base: 356 Rail Users Elevator satisfaction question originates in October, escalator satisfaction originates in November. In Q3, on those using elevators were asked about satisfaction with functionality (n=54).

52. 52 Vertical Transportation: Performance ** Un-weighted measures used Base: 356 Rail Users

53. 53 User Opinions Bus/Rail Schedules are easy to understand Base: 601 Users

54. 54 Satisfaction Would you recommend WMATA to a friend? Base: 601 Users

55. 55 Ridership Levels Base: 601 Users

56. 56 Overall Satisfaction by Jurisdiction Base: 601 Users

57. 57 Fare Value by Jurisdiction Base: 601 Users

58. 58 Riding Experience by Jurisdiction Base: 601 Users

59. 59 Convenience by Jurisdiction Base: 601 Users

60. 60 Safety by Jurisdiction Base: 601 Users

61. 61 Reliability by Jurisdiction Base: 601 Users

62. 62 Customer Service by Jurisdiction Base: 601 Users

63. 63 Ease of Access by Jurisdiction Base: 601 Users

64. 64 Communications by Jurisdiction Base: 601 Users