Professional Documents
Culture Documents
“Mystery Riding” is completed on a continual basis throughout the year, with more than 900 individual
evaluations completed each quarter.
− Evaluations for at least 95% of the following systems are completed on a quarterly basis: Rail
Routes Rail Mezzanines,
Routes, Mezzanines Rail Platforms,
Platforms Bus Stops,
Stops Sales Clerks and Call Stations.
Stations
− Evaluations for at least 95% of the Bus Routes are completed on an annual basis.
Evaluations are completed discreetly by trained, anonymous inspectors (“Mystery Riders”) using PDAs that
hold the data for all the evaluations completed.
completed Upon completion of the evaluations
evaluations, the data are proofed and
then computer cross-tabulated. All of the study percentages have been rounded to the nearest whole
percentage.
1
EVALUATIONS
The table below shows the number of individual evaluations completed among the seven Metro service
systems for Q2 of FY’09:
# of Evaluations
Rail Route 22
Rail Mezzanine 124
Rail Platform 107
Bus Route 349
Bus Stop 387
S l Clerk
Sales Cl k 4
Call Stations 2
Total 995
2
EXECUTIVE SUMMARY
RAIL ROUTE: On-board Metrorail train
• The Rail Route system performed well on the Safety (100%) and Rail Operations (97%)
composites, while not performing as well on the Physical Condition (86%) composite.
y, the followingg Rail Route individual measurements scored less than 90% this qquarter:
• Notably,
− Correct/Understandable announcements (86%)
− Dirty exterior (82%)
− Overall cleanliness (60%)
− Stains/Spills
p ((33%))
• Overall, the Rail Route system received a grade of 94% this quarter.
3
EXECUTIVE SUMMARY
RAIL PLATFORM: In station area, after the mezzanine - the beginning of the escalator/stairs to the
rail car doors.
• The Rail Platform system performed well on the Platform Operations (98%) and Physical Condition
(93%) composites; however, it did not perform well on the Safety (71%) composite.
• Notably, the following Rail Platform individual measurements scored less than 90% this quarter:
− Odor in elevator (89%)
− Overall cleanliness (76%)
− Visible police officers (19%)
• Overall, the Rail Platform system received a grade of 87% this quarter.
SALES CLERK: Metro Sales Outlets; Metro Center, Pentagon and Anacostia
• Sales Clerks performed poorly on the Customer Service (63%).
• Notably, the following Sales Clerk individual measurements scored less than 90% this quarter:
− Sales clerk provided correct answer (75%)
− Sales clerk provided good customer service (50%)
• Overall, Sales Clerks received a grade of 63% this quarter.
CALL STATIONS:
STATIONS Rider
Rid IInformation
f ti and
dCCustomer
t Service
S i
• Call Stations performed very well on the Customer Service (100%) composite.
• Notably, none of the Call Stations individual measures evaluated scored less than 100%. 5
• Overall, Call Stations received a grade of 100% this quarter.
METRO SYSTEM REPORT CARD
Physical Customer
Operations Condition Safety Service Grade
Call Stations N/A N/A N/A 100% 100%
Rail Route 97% 86% 100% N/A 94%
Bus Route 85% 94% 92% 85% 89%
Rail Mezzanine 98% 85% 96% 73% 87%
R il Platform
Rail Pl tf 98% 93% 71% N/A 87%
Bus Stop 87% 91% 55% N/A 77%
Sales Clerk N/A N/A N/A 63% 63%
6
RAIL ROUTE
QUARTER 2, FY '09 RESULTS
RAIL ROUTE: MEASURES
8
RAIL ROUTE: REPORT CARD
Grade
Rail Operations 97%
Physical Condition 86%
Safety 100%
Rail Route Overall
O 94%
9
RAIL MEZZANINE
QUARTER 2, FY '09 RESULTS
RAIL MEZZANINE: MEASURES
Mezzanine
Physical Condition Safety Customer Service
Operations
• System map displayed • Odor in elevator • Functional interior lights • System information present at
booth
• Functional digital sign • Overflowing trash cans • Functional exterior lights
• Station manager present
• Functional telephones • Odor in mezzanine • Visible police officers
• Station manager in uniform
• Functional fare machines • Stains/Spills
g
• Station manager’s name badge
g
• Functional SmarTrip vending • Excrement/Biohazard
properly displayed
machines
• Broken/Cracked windows
• Station manager provided
• Graffiti/Etchings correct answer
• Overall cleanliness • Station manager provided good
customer service
• Station manager able to
communicate in Spanish
11
RAIL MEZZANINE: REPORT CARD
Grade
Mezzanine
M i Operations
O i 98%
Physical Condition 96%
Safety 73%
Customer Service 85%
%
Rail Mezzanine Overall 87%
12
RAIL PLATFORM
QUARTER 2, FY '09 RESULTS
RAIL PLATFORM: MEASURES
14
RAIL PLATFORM: REPORT CARD
Grade
Platform Operations 98%
Physical Condition 93%
Safety 71%
R il Platform
Rail Pl f Overall
O ll 87%
15
BUS ROUTE
QUARTER 2, FY '09 RESULTS
BUS ROUTE: MEASURES
• Functional doors • Dirty exterior • Driver talking with passengers • Driver customer service
while driving
• Functional/Accurate header sign • Dented/Scratch exterior • Driver in uniform
• Functional interior lights
• Functional farebox • Exterior graffiti • Visible driver name badge
• Functional windshield wipers
• Available bus schedule • Open exterior panels • Driver’s ability to communicate
q
• Frequency y driver ppulled vehicle p
in Spanish
• Functional requested stop • Broken/Cracked windows
out before passengers seated
signal • Wheelchair lift deployment
• Torn/Cracked seats
when requested
• Functional wheelchair lift
• Odor
• Audible PA system
• Stains/Spills
• Stops announced
• Excrement/Biohazard
E t/Bi h d
• Interior graffiti/etchings
• Crowdedness
• Overall cleanliness
17
BUS ROUTE: REPORT CARD
Grade
Bus O
B Operations
ti 85%
Physical Condition 94%
Safety 92%
Customer Service 85%
Bus Route Overall 89%
18
BUS STOP
QUARTER 2, FY '09 RESULTS
BUS STOP: MEASURES
20
BUS STOP: REPORT CARD
Grade
Stop Operations 87%
Physical Condition 91%
Safety 55%
B St
Bus Stop O
Overall
ll 77%
21
SALES CLERK
QUARTER 2, FY '09 RESULTS
SALES CLERK: MEASURES
Customer Service
23
SALES CLERK: REPORT CARD
Grade
Customer Service 63%
Sales Clerk Overall 63%
24
CALL STATIONS
QUARTER 2, FY '09 RESULTS
CALL STATIONS: MEASURES
Customer Service
26
CALL STATIONS: REPORT CARD
Grade
Customer Service 100%
Call Stations Overall 100%
27