SPARTA Ridership Satisfaction Study

Transcription

1 SPARTA Ridership Satisfaction Study Presented by the Students of CRP 814 Gowtham Cherukumalli, Sam Keith, Kelsey Lantz, Nabarjun Vashisth, & Nelson Yaksic Vera With Guidance from Dr. Eric A. Morris

2 INTRODUCTION Spartanburg Area Regional Transit Agency (SPARTA) provides public transit service for the city of Spartanburg Collaborating with Clemson University, SPARTA aimed to learn about its customer base through a customer satisfaction survey This survey provides an opportunity to learn about the customers opinions with respect to current operations 22 aspects of SPARTA s service were surveyed, ranked on a 1-5 scale, plus openended comments All of SPARTA s 8 routes surveyed, with routes 3 and 4 pooled A total of 237 responses were obtained from the survey

3 INTRODUCTION (Continued) Data from the responses were analyzed, with average satisfaction scores for all the attributes, plus an overall score A quadrant chart was created to show the key drivers of satisfaction among riders This report provides an overall assessment of SPARTA s performance from the riders perspective

4 SETTING

5 2012 Performance and Recommendations According to the 2012 Master Plan: SPARTA does well in amount of service per revenue hour and revenue mile. Areas identified for improvement: Bus Frequency Most routes run with hour headways Schedule Span No night service, limited weekend service Information for customers Route maps, bus stop signage, advertising, and shelters

6 Literature Review Dowling, R.G., D.B. Reinke, A Flannery, P. Ryus, M. Vandehey, T.A. Petritsch, B.W. Landis, N.M. Rouphail, and J.A. Bonneson (2008). NCHRP Report 616: Multimodal Level of Service Analysis for Urban Streets. Washington DC: Transportation Research Board of the National Academies. Available at

7 Survey Development and Administration Survey was developed by graduate students enrolled in Public Transportation course, in collaboration with SPARTA Professional consultants reports were used as a template Students designed questions, wording Questions were tested through interviews Survey was then pilot tested on two routes Final version was administered by 8 graduate students between September 28 and October 17, 2015 to 237 riders on all bus lines Offered in both English and Spanish

8 Demographics of the Sample The following questions were asked related to respondent demographics:

9 Gender by Line Females accounted for 61 % of the surveys respondents SCC line had equal share of male and female respondents 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Westgate Hillcrest N./S. Church St. SCC S.Liberty St. Crestview Dorman Center Overall Male Female

10 Age Survey pool was concentrated in the age groups and 50 and above Half of the respondents were in the under 35 age group on the SCC line Relatively more respondents were in 50 and above age group on the South Liberty St. line 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Westgate Hillcrest N./S. Church St. SCC S.Liberty St. Crestview Dorman Center and Above Overall

11 Frequency of Ridership Greatest proportion of survey respondents ride the bus five days a week Crestview has more than 85% of respondents riding the bus five days a week N.Church St and S. Church St have the highest proportion of occasional riders 100% 80% 60% 40% 20% 0% Westgate Hillcrest N./S. Church St. SCC S.Liberty St. Crestview Dorman Center Overall 5 days a Week 3-4 Days a week 1-2 Days a Week A few Days a Month Once a month or less

12 Race African Americans accounted for majority of respondents on all eight lines. Whites were the second most prevalent group, followed by a few Hispanics on Westgate and N.Church and S.Church St. 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Westgate Hillcrest N./S. Church St. SCC S.Liberty St. Crestview Dorman Center White African American Hispanic Asian Other Overall

13 Trip Purpose All the lines have work and shopping trips accounting for good share of the total. School and medical trips accounted for a considerable share on all eight lines. SCC line had a high share of school trips, while Crestview line had a high share of medical trips. 100% 80% 60% 40% 20% 0% Westgate Hillcrest N./S. Church St. SCC S.Liberty St. Crestview Dorman Center Overall social/recreation childcare work shop school medical home other

14 Reasons for Riding One dominant reason--no access to a personal vehicle. Almost 60-70% of respondents were riding the due to this reason. Some were saving money or avoiding stress 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Westgate Hillcrest N./S. Church St. SCC S.Liberty St. Crestview Dorman Center Overall No Car Save Money less Stress Save Time Hard parking Environmental Other

15 Travel Mode to Bus Stop The overwhelming number of respondents walked to the stop, across all the eight lines. Few drove to the stops and few were dropped off at them. 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Westgate Hillcrest N./S. Church St. SCC S.Liberty St. Crestview Dorman Center Overall walk Bike Droped off Drove Other

16 Mode Taken from Bus Stop to Destination Respondents overwhelmingly walked from the stop to their destination. However, some passengers were picked up by someone at their destination 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Westgate Hillcrest N./S. Church St. SCC S.Liberty St. Crestview Dorman Center Overall walk Bike Picked up Drove Other

17 Responses by Line Westgate Hillcrest N./S. Church St. SCC S. Liberty St. Crestview Dorman Centre

18 TRANSIT CENTER / WEBSITE SATISFACTION

19 Transit Center/ Website Satisfaction

20 SPARTA transit center staff is friendly and helpful Mean Westgate Hillcrest N./S. Church St. SCC S. Liberty St. Crestview Dorman Center Lines Overall

21 The transit center has all the information I need Means Westgate Hillcrest N./S. Church St. SCC S. Liberty St. Crestview Dorman Lines Center Overall

22 5.0 If I have to make a connection, I can count on it being reliable (both buses are on time) Mean Westgate Hillcrest N./S. Church St. SCC S. Liberty St. Crestview Dorman Center Overall Lines

23 Mean The SPARTA website is easy to use and has all the information I need Westgate Hillcrest N./S. Church St SCC S. Liberty St. Crestview Dorman Center Lines 3.8 Overall

24 Overall, I am satisfied with the transit center Mean Westgate Hillcrest N./S. Church St. SCC S. Liberty St. Crestview Dorman Center Overall Lines

25 Overall, I am satisfied with the transit center Percentage Strongly Disagree Disagree Neutral Agree Strongly Agree

26 BUS FARE SATISFACTION

27 Bus Fare Satisfaction

28 My bus fare is worth the money. Mean Westgate Hillcrest N./S. Church St. SCC S. Liberty St. Crestview Dorman Lines Center Overall

29 It is easy to pay my fare Mean Westgate Hillcrest N./S. Church St. SCC S. Liberty St. Crestview Dorman Lines Center Overall

30 Bus Riding Satisfaction

31 Bus Satisfaction Questions

32 My bus runs at convenient hours/days Westgate 2. Hillcrest 3./4. N./S. Church St. 5. SCC 6. S. Liberty St. 7. Crestview 8. Dorman Centre Total

33 My bus stops at convenient places Westgate 2. Hillcrest 3./4. N./S. Church St. 5. SCC 6. S. Liberty St. 7. Crestview 8. Dorman Centre Total

34 My bus arrives on time Westgate 2. Hillcrest 3./4. N./S. Church St. 5. SCC 6. S. Liberty St. 7. Crestview 8. Dorman Centre Total

35 I feel safe on my bus Westgate 2. Hillcrest 3./4. N./S. Church St. 5. SCC 6. S. Liberty St. 7. Crestview 8. Dorman Centre Total

36 My bus is clean Westgate 2. Hillcrest 3./4. N./S. Church St. 5. SCC 6. S. Liberty St. 7. Crestview 8. Dorman Centre Total

37 My bus driver is friendly Westgate 2. Hillcrest 3./4. N./S. Church St. 5. SCC 6. S. Liberty St. 7. Crestview 8. Dorman Centre Total

38 My bus driver is a safe driver Westgate 2. Hillcrest 3./4. N./S. Church St. 5. SCC 6. S. Liberty St. 7. Crestview 8. Dorman Centre Total

39 It is easy to get on and off my bus Westgate 2. Hillcrest 3./4. N./S. Church St. 5. SCC 6. S. Liberty St. 7. Crestview 8. Dorman Centre Total

40 My bus always has seats available Westgate 2. Hillcrest 3./4. N./S. Church St. 5. SCC 6. S. Liberty St. 7. Crestview 8. Dorman Centre Total

41 Overall, I am satisfied with SPARTA buses and drivers Strongly Disagree Disagree Neutral Agree Strongly Agree

42 Overall, I am satisfied with SPARTA buses and drivers Westgate 2. Hillcrest 3./4. N./S. Church St. 5. SCC 6. S. Liberty St. 7. Crestview 8. Dorman Centre Total

43 BUS STOP SATISFACTION

44 Bus Stop Satisfaction

45 I feel safe at my bus stop Westgate Hillcrest Church Street Community College South Liberty Street Crestview Dorman Centre Total

46 My bus stop is clean Westgate Hillcrest Church Street Community College South Liberty Street Crestview Dorman Centre Total

47 It is easy to get from the stop to my destination Westgate Hillcrest Church Street Community College South Liberty Street Crestview Dorman Centre Total

48 Overall, I am satisfied with SPARTA bus stops Westgate Hillcrest Church Street Community College South Liberty Street Crestview Dorman Centre Total

49 SPARTA Riders Comments

50 Bus should run longer hours in the evenings I do not think the bus needs to stop at 5:00 PM People work all day. I think the bus needs to stop running at 11:00 PM If possible, extend the hours that the bus runs even if the price may have to go up Buses don't run on Sunday and half don't run on Saturday Sunday service for all, and Saturday service for Dorman Center SPARTA rider Dorman Centre SPARTA rider North Church St SPARTA rider Hillcrest. Bus should run more frequently on Saturdays and run on Sundays SPARTA rider Sparta Community College.

51 New Walmart (Cedar Springs) and Deaf & Blind School. Magnolia Place all need bus services and Union St bus will be greatly appreciated for citizens of Spartanburg Increase the number of busses to provide new or extended routes I would like to see more shelters at bus stops Could you please put a bench so that we can sit while waiting for the bus Buses need to run farther out Overall wider area and if possible 1-2 more buses SPARTA rider Hillcrest SPARTA rider North Church St SPARTA rider Church St. SPARTA rider Hillcrest The bus stops should have benches and shelters

52 Comments supporting SPARTA I have enjoyed every ride Good service, on time, affordable Just perfect I love it Sparta is the way to ride! SPARTA rider Sparta Community College SPARTA rider Sparta Community College SPARTA rider North Church St SPARTA rider North Church St

53 Overall Satisfaction Statistics (Averages) This was used to analyze the scores for the overall satisfaction with SPARTA, based on satisfaction scores across various service attributes It displays results of an analysis of which service attributes are important to users, and how SPARTA is faring in providing these services Considering the system as a whole, the overall satisfaction is quite high.

54 Overall, I am satisfied with SPARTA All Lines (1-8) Figure 1: Overall Average Satisfaction Score for all Lines

55 No major differences by Demographics Age Gender Trip Purpose Race Frequency

56 Overall Satisfaction Statistics (Averages) Westgate Hillcrest N & S Church St Spartanburg Community College S Liberty St Crestview Dorman Centre

57 Key : 1- Convenient Hours and Days Determinants of Satisfaction 2- Convenient Places 3- On Time 4- Bus Safe 5- Clean Bus 6- Friendly Driver 7- Safe Driver 8- Easy on and off 9- Seat Availability 10- Safe Stop 11- Clean Stop 12- Easy Stop/Destination 13- Fare Worth 14- Easy Fare Pay 15- Transit Center Staff Friendliness 16- Transit Center Info 17- Connection Reliability 18- SPARTA Website

58 CONCLUSIONS

59 Features of SPARTA Bus Service Most Satisfied Value and Ease of Payment of Bus Fares Friendliness and Safety of Bus Drivers Hillcrest, Church Street, and Crestview Riders Least Satisfied Transit Center Reliability of Bus Transfers Hours and frequency More destinations School for deaf and blind Walmart South Liberty Street and Dorman Centre Riders

60 Recommended Improvements Extend bus service in evenings and weekends, even if this may mean raising fares This may be more important than improving frequency Extend bus service geographically, based on desired destinations determined by another ridership preference study Improve the reliability of bus transfers at the transit center.

61 Overall. Customers are mostly happy with SPARTA Bus Service Thank You!