2012 Customer Satisfaction Survey Final Report

2012 Customer Satisfaction Survey Final Report

June 28, 2013

Building Customer Loyalty Through

Convenience; Courtesy; Cleanliness; Communication; and Personal Security

Table of Contents

1 Methodology 2 Demographics 3 Key Findings & Interpretations 4 Overall Performance by Mode 5 Key Drivers of Satisfaction 6 Service Category Performance 7 Service Component Performance 8 Customer Expectation 9 Likelihood to Recommend SEPTA

Slide # 2 4 6 8 10 12 13 17 18

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Methodology

1. Conducted Phone Survey

A. Surveyed random sample of households in Region for non-riders and riders

B. Intercepted SEPTA riders at various locations to request phone numbers

C. Quality control procedures to ensure data validity and reliability D. 1,210 riders provided 2,416 responses on individual modes

2. Survey Questions

A. Matched 2010 questions B. Focus groups, phone tests and best practices research identified

additional questions C. Riders were asked about experience in last seven days D. Survey was translated into Spanish for Spanish-speaking

households

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Completed Mode Interviews

Mode

City Non-Rider Suburban Non-Rider Non-Rider Subtotal Broad Street Line Market Frankford Line City Bus Suburban Trolley Frontier Bus* Victory Bus City Trolley Regional Rail Rider Subtotal TOTAL

Intercepts

Completions

830 804 705 353 628 528 403 666

4,917

* Did not reach target

204 202 406 420 415 411 210 138 202 216 404 2,416 2,822

Target 200 200

400 400 400 200 200 200 200 400

2,800

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Rider Demographics

Location Philadelphia Suburbs TOTAL Suburban Counties - Delaware - Montgomery - Chester - Bucks Suburban Total

% 71% 29% 100%

N 858 352 1,210

14% 167

12% 139

2%

28

1%

18

29% 352

Age 18 to 25 26 to 35 36 to 45 46 to 55 56 to 65 66 to 75 75 or Older Refused TOTAL

% 19% 22% 20% 22% 12% 4% 1% 0% 100%

N 232 264 242 262 147 50

9 4 1,210

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