2011 MTA CUSTOMER SATISFACTION  RESEARCH RESULTS FOR Long Island Rail Road

OVERALL CONTEXT
• 2011 surveys provide the first year‐to‐year  comparisons against baselines established in 2010  using the unified rating scale for all agencies
Very Dissatisfied 1 2 3 Dissatisfied 4 5 6 Satisfied 7 8 Very Satisfied 9 10

• The 2011 surveys were conducted after a year that  included:
– A fare increase, service cuts, and two severe snow storms that  disrupted service throughout the region – Greater effort to communicate improvements to customers
2

LONG ISLAND RAIL ROAD SURVEY RESULTS

10/24/2011

3

LIRR CONTEXT
• Overall customer satisfaction decreased in 2011, reflecting external events,  including a series of weather‐related events (winter storm, blizzard, and  tornado) causing service disruptions and equipment shortages. • LIRR service impacted by:
 Amtrak rush hour repairs;  Mother’s Day derailment (which occurred directly prior to conducting the survey)

• Ratings of on‐time performance, highly correlated with customer  satisfaction, decreased in 2011 • Many railroad ratings unrelated to service issues held steady • Performance of frontline employees continued to be rated well by  customers

10/24/2011

4

OVERALL CUSTOMER SATISFACTION
Overall Service Train Service Overall Home Boarding Station

89%
24%

89% 78%
26% 17%

79%
20%

90%
32%

86%
28%

65%

60%

63%

60%

58%

58%

2010

2011

2010 Satisfied

2011 Very Satisfied

2010

2011

• Customer satisfaction with LIRR service decreased from 89% in 2010 to 78% in  2011 (‐11 points) mainly as a result of service disruptions caused by weather,  Amtrak’s rush hour repairs and derailment .
Very satisfied + satisfied percentages may not equal Total Satisfied percentage due to rounding. Highlighted numbers indicate statistical increase (green) or statistical decrease (red) compared to prior year .

5

10/24/2011

OVERALL CUSTOMER SATISFACTION
Peak Reverse  Peak Weekday Off‐Peak Weekend Off‐Peak

84%
14%

93% 72%
9% 26%

88%
18%

91%
28%

83%
18%

93% 81%
32% 26%

70%

64%

67%

70%

63%

65%

61%

55%

2010

2011

2010

2011 Satisfied

2010 Very Satisfied

2011

2010

2011

• Customer satisfaction decreased statistically in all day parts including peak  and off‐peak, weekday and weekend.
Very satisfied + satisfied percentages may not equal Total Satisfied percentage due to rounding. Highlighted numbers indicate statistical increase (green) or statistical decrease (red) compared to prior year .

6

10/24/2011

EMPLOYEES
Overall Courtesy and  Responsiveness Train Conductors Ticket  Sellers

91%
37%

90%
33%

93%
42%

92%
39%

90%
38%

87%
35%

53%

57%

52%

53%

52%

53%

2010

2011

2010 Satisfied

2011 Very Satisfied

2010

2011

• •

Customer satisfaction with employee performance continued at high levels in  2011. Satisfaction with ticket sellers decreased statistically in 2011, but continued to  be rated very high.
Very satisfied + satisfied percentages may not equal Total Satisfied percentage due to rounding. Highlighted numbers indicate statistical increase (green) or statistical decrease (red) compared to prior year .

7

10/24/2011

TRAIN SERVICE
On‐Time Performance Overall  Schedule Of Trains Availability of  Seats Value for the  Money Using the  Railroad

86%
30%

79%
24%

81%
24%

75%
19%

80%
27%

76%
25%

67%
19%

56%
14%

56%

55%

57%

57%

54%

52%

49%

42%

2010

2010 Satisfied Very Satisfied

Value for the Money using the Railroad received the largest decline in year‐to‐year  score comparisons (‐11 points) based on all questions surveyed.
8

10/24/2011

Very satisfied + satisfied percentages may not equal Total Satisfied percentage due to rounding. Highlighted numbers indicate statistical increase (green) or statistical decrease (red) compared to prior year .

ON‐BOARD CONDITIONS
Train  Interior  Cleanliness Cleanliness  of  Restrooms Physical  Condition of  Restrooms Train  Interior Maintenance

83%
23%

79%
20%

89% 64%
14% 13%

85%
26%

57%

69%
16%

62%
12%

29%

60%

59%

50%

45%

53%

49%

59%

59%

2010

2011

2010

2011 Satisfied

2010 Very Satisfied

2011

2010

2011

• On‐board cleanliness ratings decreased statistically in 2011, particularly for  restrooms (‐7 points).
10/24/2011 Very satisfied + satisfied percentages may not equal Total Satisfied percentage due to rounding. Highlighted numbers indicate statistical increase (green) or statistical decrease (red) compared to prior year .

9

CUSTOMER  INFORMATION & COMMUNICATIONS
Overall Information & Communications Normal Service (new) Unplanned  Service  Disruptions (new) Planned  Service  Changes (new)

85%
21%

79%
18%

84%
20%

79% 66%
15% 19%

64%

61%

64% 51%

59%

2010

2011 Satisfied

2011 Very Satisfied

2011

2011

• Customer satisfaction with overall information and communications decreased  statistically in 2011 (‐6 points).
Very satisfied + satisfied percentages may not equal Total Satisfied percentage due to rounding. Highlighted numbers indicate statistical increase (green) or statistical decrease (red) compared to prior year .

10

10/24/2011

APPENDIX
• Methodology • Questionnaire • Full set of service attribute ratings

10/24/2011

METHODOLOGY
• • The LIRR survey used an onboard distribution methodology among a sample of trains A total of 7,636 surveys were completed and tabulated, as follows:
Total Completed surveys Survey dates Trains sampled 7,636 May 21‐22; June 6‐22 70 AM Peak 4,448 June 6‐22 40 Off‐Peak 2,695 May 21‐22; June 16 22 Reverse Peak  453 June 13,15,21 8

The sample selection allowed for maximized representation of branches while keeping data  collection as cost efficient as possible.  Interval sampling was used to determine which trains  and cars to sample.  Interval sampling gives each train and car a chance of being selected for  survey distribution, but weights each train based on ridership.  The survey was conducted by  Abt SRBI (one of the MTA’s retained full service market research firms).  Abt SRBI and LIRR  research staff supervised the survey distribution by Lloyd Staffing (an LIRR subcontractor). Survey data were first weighted to branch size within each individual time‐period.  After Stage  1 weights were applied, data were weighted to time‐period.  Weighting survey data helps  ensure representativeness of results.  The margin of error is <±1% at the 95% level of  statistical confidence for a total satisfaction rating of 78%.  At a 50% total satisfaction level, the  margin of error is ±2%. 

10/24/2011

QUESTIONNAIRE

10/24/2011

10/24/2011

10/24/2011

10/24/2011
10/24/2011

10/24/2011

SERVICE ATTRIBUTE RATINGS
Attributes Overall LIRR Score LIRR Home Boarding Station Overall Electronic/LED Signs with Train Schedules Station Signage Maintenance of Station Personal Security Audio Announcements Under Normal Conditions Cleanliness Inside the Station Building (excl. Restrooms) Cleanliness of Platforms and Outdoor Shelters Cleanliness of the Track Area Around the Station Sound Quality of Audio Announcements Security of Your Car while Parked at Station Audio Announcements During Service Disruptions Physical Condition of Restroom  Cleanliness of Restroom  Availability of Parking on Weekdays 2011 78% 86% 89% 87% 81% 82% 84% 80% 81% 79% 79% 77% 69% 64% 61% 60% 2010 89% 90% 91% 90% 85% 85% 85% 84% 82% 82% 81% 77% 74% 70% 68% 62% ∆ ‐11 ‐4 ‐2 ‐3 ‐4 ‐3 ‐1 ‐4 ‐1 ‐3 ‐2 0 ‐5 ‐6 ‐7 ‐2

10/24/2011

Highlighted numbers indicate statistical increase (green) or statistical decrease (red) compared to prior year .

SERVICE ATTRIBUTE RATINGS
(continued)
Attributes LIRR Train Service Overall Safety from Train Accidents Personal Security on the Train The Temperature on the Train Train Interior Maintenance Condition of Seats Audio Announcements under Normal Conditions On Time Performance Cleanliness of Train Interior (exc. restroom) Sound Quality of Audio Announcements Availability of Seats Audio Announcements during Service Disruptions Physical Condition of Restroom  Cleanliness of Restroom  Value For the Money Using the Rail Road 2011 79% 93% 88% 88% 85% 83% 82% 79% 79% 78% 76% 70% 62% 57% 56% 2010 89% 93% 90% 89% 89% 88% 85% 86% 83% 81% 80% 75% 69% 64% 67% ∆ ‐10 0 ‐2 ‐1 ‐4 ‐5 ‐3 ‐7 ‐4 ‐3 ‐4 ‐5 ‐7 ‐7 ‐11

10/24/2011

Highlighted numbers indicate statistical increase (green) or statistical decrease (red) compared to prior year .

SERVICE ATTRIBUTE RATINGS
(continued)
Attributes Overall Communication To You Overall Communications During Normal Service Conditions Overall Communications During Unplanned Service Disruptions Overall Communications During Planned Service Conditions At Your Destination Station On Board Your Trains (During Normal Service Conditions) At Your Boarding Station (During Normal Service Conditions) At Our Website (WWW.MTA.INFO) (During Normal Service Conditions) With Travel Center Representatives (During Normal Service Conditions) With the Automated Phone System (During Normal Service Conditions) With Travel Center Representatives (During Unplanned Service Disruptions) Through E‐Mail Alerts (During Unplanned Service Disruptions) At Our Website (WWW.MTA.INFO) (During Unplanned Service Disruptions) With the Automated Phone System (During Unplanned Service Disruptions) At Your Destination (During Unplanned Service Disruptions) On Board Your Trains (During Unplanned Service Disruptions) At Your Boarding Station (During Unplanned Service Disruptions) 2011 79% 84% 66% 79% 87% 86% 85% 85% 84% 81% 74% 73% 72% 71% 69% 67% 65% 2010 ∆ 85% ‐6 N/A N/A N/A N/A N/A N/A 90% ‐3 89% ‐3 89% ‐4 89% 88% 83% 82% 81% 79% 79% 77% 73% 74% ‐4 ‐4 ‐2 ‐8 ‐8 ‐7 ‐8 ‐8 ‐6 ‐9

10/24/2011

Highlighted numbers indicate statistical increase (green) or statistical decrease (red) compared to prior year .

SERVICE ATTRIBUTE RATINGS
(continued)
Attributes Overall Courtesy and Responsiveness of Employees Conductors Ticket Sellers Overall Schedule of Trains Weekday AM/PM Schedule To/From Your Station Weekend Schedule To/From Your Station Weekday Off‐Peak Schedule To/From Your Station LIRR Destination Station Overall Electronic/LED Signs with Train Schedules Signs Providing Directions to and from LIRR trains Personal Security Signs for Connecting Buses/Subways Audio Announcements under Normal Conditions Presence of MTA Police Sound Quality of Audio Announcements Cleanliness of Destination Station/Waiting Room Audio Announcements During Service Disruptions Physical Condition of Restroom  Cleanliness of Restroom  2011 90% 92% 87% 75% 79% 71% 70% 84% 87% 87% 82% 83% 82% 83% 80% 75% 72% 68% 64% 2010 91% 93% 90% 81% 82% 78% 77% 88% 90% 88% 85% 85% 84% 81% 82% 78% 78% 74% 71% ∆ ‐1 ‐1 ‐3 ‐6 ‐3 ‐7 ‐7 ‐4 ‐3 ‐1 ‐3 ‐2 ‐2 +2 ‐2 ‐3 ‐6 ‐6 ‐7

10/24/2011

Highlighted numbers indicate statistical increase (green) or statistical decrease (red) compared to prior year .

OVERALL LIRR SCORE BY BRANCH
Branch Hempstead Port Jefferson (Diesel) Montauk Far Rockaway Oyster Bay Ronkonkoma (Electric) Huntington Port Washington Babylon West Hempstead Long Beach 2011  Overall 85% 85% 81% 80% 80% 79% 79% 78% 77% 67% 59% 2010  Overall 92% 85% 90% 90% 83% 86% 88% 89% 87% 89% 89% ∆ ‐7 0 ‐9 ‐10 ‐3 ‐7 ‐9 ‐11 ‐10 ‐22 ‐30

10/24/2011

Highlighted numbers indicate statistical increase (green) or statistical decrease (red) compared to prior year .

Sign up to vote on this title
UsefulNot useful