2013 Customer Satisfaction Survey Long Island Rail Road

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Abel Stevens
8 years ago
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1 2013 Customer Satisfaction Survey Long Island Rail Road

2 Fares increased in March Overall Context Superstorm Sandy caused extensive damage, especially along the South Shore. The railroad continues to experience lingering operational effects from the storm. The Port Jefferson Branch experienced higher-than-normal signal and track outages prior to survey. Port Washington customer satisfaction continues to benefit from 2012 service restorations, with the highest branch score in 2013.

The railroad continues to experience lingering operational effects from the storm.

3 Key Findings Overall customer satisfaction declined slightly to 84% in 2013 from 86% in Overall satisfaction with Penn Station continues to decline, 83% in 2013 vs. 84% in Performance of frontline employees with 90% satisfaction continues among the top rated scores. The Overall Boarding Station score of 88% was relatively high and stayed unchanged from Station restroom scores decreased. LIRR has five (5) restroom renovations scheduled. We will monitor the impact of expanded waiting room hours on restroom wear and tear. LIRR is launching a new customer ambassador program to improve customer service at Penn Station, Atlantic Terminal and Jamaica Station.

The Overall Boarding Station score of 88% was relatively high and stayed unchanged from 2012. Station restroom scores decreased.

4 LIRR Overall Customer Satisfaction LIRR Overall Train Service Overall 84% 86% 20% 21% 78% 84% 86% 17% 23% 24% 79% 20% 64% 65% 60% 60% 62% 60% Top Area = Very Satisfied Bottom Area = Satisfied

79% 20% 64% 65% 60% 60% 62% 60% 2013 2012 2011 2013

5 LIRR Overall Customer Satisfaction By Time Period Peak Reverse Peak Weekday Off-Peak Weekend Off-Peak 88% 89% 88% 86% 87% 90% 90% 83% 77% 80% 72% 30% 25% 22% 23% 18% 29% 27% 10% 12% 18% 9% 81% 26% 67% 68% 64% 70% 63% 59% 64% 64% 65% 61% 63% 55% Top Area = Very Satisfied Bottom Area = Satisfied

10% 12% 18% 9% 81% 26% 67% 68% 64% 70% 63% 59% 64% 64% 65% 61% 63% 55% 2013 2012 2011

6 Overall Satisfaction By Branch Port Washington 88% 90% 78% Oyster Bay 87% 79% 80% Hempstead 87% 87% 85% West Hempstead 86% 84% 67% Montauk 84% 89% 81% Ronkonkoma (Electric) 83% 80% 79% Long Beach 83% 90% 59% Huntington 82% 86% 79% Babylon 82% 84% 77% Far Rockaway 81% 87% 80% Port Jefferson 73% 90% 85%

84% 89% 81% Ronkonkoma (Electric) 83% 80% 79% Long Beach 83% 90% 59% Huntington

7 LIRR Train Service On-Time Performance Overall Schedule Of Trains Availability of Seats Value for the Money Using the Railroad 82% 84% 79% 79% 80% 75% 78% 79% 76% 27% 27% 24% 23% 22% 19% 25% 25% 25% 59% 62% 56% 16% 16% 14% 56% 57% 55% 57% 57% 57% 53% 54% 52% 44% 46% 42% Top Area = Very Satisfied Bottom Area = Satisfied

25% 25% 25% 59% 62% 56% 16% 16% 14% 56% 57% 55% 57% 57% 57% 53% 54% 52% 44% 46% 42% 2013 2012

8 LIRR Employees Overall Courtesy and Responsiveness Train Conductors Ticket Sellers 90% 91% 90% 92% 93% 92% 88% 90% 87% 38% 37% 33% 42% 41% 39% 37% 36% 35% 53% 54% 57% 50% 52% 53% 51% 53% 53% Top Area = Very Satisfied Bottom Area = Satisfied

39% 37% 36% 35% 53% 54% 57% 50% 52% 53% 51% 53% 53% 2013 2012 2011 2013

9 Penn Station Terminal and Boarding Stations Penn Station Overall Home Boarding Station 82% 84% 83% 88% 88% 86% 23% 22% 21% 30% 30% 28% 59% 62% 62% 58% 58% 58% Top Area = Very Satisfied Bottom Area = Satisfied

22% 21% 30% 30% 28% 59% 62% 62% 58% 58% 58% 2013 2012 2011

10 LIRR Boarding Station Audio Announcements During Service Disruptions 73% 24% 71% 22% 69% 21% Electronic/LED Signs with Train Schedules 89% 91% 89% Cleanliness of Platforms & Shelters Cleanliness of Track Area Around the Station 81% 81% 81% 81% 81% 79% 40% 40% 38% 26% 26% 24% 25% 25% 22% 49% 51% 55% 55% 57% 56% 56% 57% 48% 48% 50% 50% Top Area = Very Satisfied Bottom Area = Satisfied

Station 81% 81% 81% 81% 81% 79% 40% 40% 38% 26% 26% 24% 25% 25% 22% 49% 51% 55% 55% 57% 56% 56% 57% 48% 48% 50%

11 LIRR On-Board Conditions Train Interior Cleanliness Cleanliness of Restrooms Physical Condition of Restrooms Train Interior Maintenance 80% 80% 79% 85% 86% 85% 20% 21% 20% 56% 59% 57% 12% 13% 13% 59% 13% 62% 62% 14% 12% 26% 26% 26% 59% 59% 59% 44% 46% 45% 46% 49% 49% 59% 60% 59% Top Area = Very Satisfied Bottom Area = Satisfied

13% 59% 13% 62% 62% 14% 12% 26% 26% 26% 59% 59% 59% 44% 46% 45% 46% 49% 49% 59% 60% 59% 2013 2012

12 LIRR Customer Communication Overall Communication Normal Service Unplanned Service Disruptions Planned Service Changes 83% 84% 21% 22% 79% 18% 86% 87% 84% 23% 23% 20% 71% 71% 66% 80% 82% 79% 19% 17% 15% 21% 21% 19% 62% 62% 61% 63% 64% 64% 49% 59% 61% 59% 46% 49% Top Area = Very Satisfied Bottom Area = Satisfied

66% 80% 82% 79% 19% 17% 15% 21% 21% 19% 62% 62% 61% 63% 64% 64% 49% 59% 61% 59% 46% 49% 2013

13 Appendix Methodology Full Set of Attribute Ratings

14 Methodology The LIRR survey used an onboard distribution methodology among a sample of trains A total of 7,226 surveys were completed and tabulated, as follows: (Insert 5/20-24, 6/3-6, Table) LIRR Survey Total AM Peak Off-Peak Reverse Peak Completed Surveys 7,226 3,949 2, Survey dates 5/20-24, 6/3-6, 6/10-13, 6/ / /13, 6/ /10-12 Trains sampled The sample selection allowed for maximum representation of lines while keeping data collection as cost efficient as possible. Survey data were first weighted to actual ridership levels within line segments by time period. Weighting survey data helps ensure representativeness of results. Margin of error: ±1% at the 95% level of statistical confidence for a total satisfaction rating of 84% overall. At a 50% total satisfaction level, the margin of error is ±2%.

selection allowed for maximum representation of lines while keeping data collection as cost efficient as possible.

15 SERVICE ATTRIBUTE RATINGS

16 Total Satisfied Long Island Rail Road overall 89% 78% 86% 84% Home Boarding Station 2. Your boarding station overall 90% 86% 88% 88% 3. Personal security 85% 82% 85% 85% 4. Cleanliness inside the station building (excluding restrooms) 84% 80% 81% 79% 5. Maintenance of station 85% 81% 82% 82% 6. Station signage 90% 87% 89% 88% 7. Cleanliness of restroom 68% 61% 61% 60% 8. Physical condition of restroom 70% 64% 65% 63% 9. Sound quality of audio announcements 81% 79% 81% 80% 10. Audio announcements under normal conditions 85% 84% 85% 84% 11. Audio announcements during service disruptions 74% 69% 71% 73% 12. Electronic or LED signs with train schedules 91% 89% 91% 89% 13. Availability of parking on weekdays 62% 60% 62% 62% 14. Security of your car while parked at the station 77% 77% 79% 79% 15. Cleanliness of platforms and outdoor shelters 82% 81% 81% 81% 16. Cleanliness of the track area around the station 82% 79% 81% 81%

Physical condition of restroom 70% 64% 65% 63% 9. Sound quality of audio announcements 81% 79% 81% 80% 10. Audio announcements under normal conditions 85% 84% 85% 84% 11.

17 Total Satisfied Your Train (AM & PM) LIRR train service overall 89% 79% 86% 84% 18. On-time performance 86% 79% 84% 82% 19. Availability of seats 80% 76% 79% 78% 20. Condition of seats 88% 83% 84% 82% 21. Train interior maintenance lights, floors, windows, etc. (excluding seats) 89% 85% 86% 85% 22. The temperature on the train 89% 88% 88% 87% 23. Personal security 90% 88% 90% 90% 24. Cleanliness of restroom 64% 57% 59% 56% 25. Physical condition of restroom 69% 62% 62% 59% 26. Cleanliness of train s interior (excluding restrooms) 83% 79% 80% 80% 27. Safety from train accidents 93% 93% 93% 92% 28. Value for the money using the railroad 67% 56% 62% 59% 29. Sound quality of audio announcements 81% 78% 81% 79% 30. Audio announcements under normal conditions 85% 82% 84% 83% 31. Audio announcements during service disruptions 75% 70% 74% 73%

Personal security 90% 88% 90% 90% 24. Cleanliness of restroom 64% 57% 59% 56% 25. Physical condition of restroom 69% 62% 62% 59% 26.

18 Total Satisfied Courtesy and Responsiveness of Our Employees The overall courtesy and responsiveness of our employees 91% 90% 91% 90% 33. Conductors 93% 92% 93% 92% 34. Ticket Sellers 90% 87% 90% 88% 35. Overall schedule of trains 81% 75% 80% 79% 36. The weekday AM and PM peak schedule to and from your station 82% 79% 82% 81% 37. The weekday off-peak schedule to and from your station (including late night train service) 77% 70% 75% 75% 38. The weekend schedule to and from your station 78% 71% 75% 75% Communication (During Normal Service Conditions) 39. Overall communication to you 85% 79% 84% 83% 40. Overall communications during normal service conditions NA 84% 87% 86% 41. Overall communications during unplanned service disruptions NA 66% 71% 71% 42. Overall communications during planned service disruptions (track work, etc.) NA 79% 82% 80% 43. At your boarding station 89% 85% 88% 87% 44. On board your trains 89% 86% 87% 87% 45. At your destination station 90% 87% 88% 88% 46. At our website ( 89% 85% 89% 86% 47. With the Automated Phone System (Schedules, Fares, etc.) 83% 81% 84% 82% 48. With Customer Service Center representatives 88% 84% 86% 83%

The weekday off-peak schedule to and from your station (including late night train service) 77% 70% 75% 75% 38.

19 Total Satisfied Communication (During Unplanned Service Disruptions) At your boarding station 74% 65% 70% 69% 50. On board your trains 73% 67% 72% 71% 51. At your destination station 77% 69% 73% 73% 52. At our website ( 79% 72% 76% 74% 53. Through alerts (if you subscribe) 81% 73% 78% 75% 54. With the Automated Phone System (Schedules, Fares, etc.) 79% 71% 76% 73% 55. With Customer Service Center representatives 82% 74% 77% 74% 56. Facebook page (MTALIRR) NA NA 78% 75% 57. Twitter NA NA 81% 75% Destination Station 58. LIRR destination station overall 88% 84% 84% 82% 59. Cleanliness of restroom 71% 64% 64% 62% 60. Physical condition of restroom 74% 68% 67% 65% 61. Cleanliness of destination station/waiting room (excluding restrooms) 78% 75% 76% 72% 62. Personal security 85% 82% 83% 80% 63. Signs providing directions to and from LIRR trains 88% 87% 88% 87% 64. Signs providing directions to and from connecting buses or subways 85% 83% 85% 83% 65. Presence of MTA Police 81% 83% 84% 82% 66. Sound quality of audio announcements 82% 80% 81% 80% 67. Audio announcements under normal conditions 84% 82% 84% 83% 68. Audio announcements during service disruptions 78% 72% 74% 73% 69. Electronic or LED signs with train schedules 90% 87% 89% 87%

With the Automated Phone System (Schedules, Fares, etc.) 79% 71% 76% 73% 55. With Customer Service Center representatives 82% 74% 77% 74% 56. Facebook page (MTALIRR) NA NA 78% 75% 57.

2012 Customer Satisfaction Survey Subway

2012 Customer Satisfaction Survey Subway Customer Satisfaction Survey Subway Methodology Citywide Survey conducted by telephone Random landline and cell phone samples Interviewed 1829 persons 1200 qualified for full survey: At least one subway