2015 Customer Opinion Survey Results
VRE's 2015 Customer Opinion Survey was conducted onboard all morning northbound trains on May 6, 2015.
Below are the results from that survey. 5,831 riders responded out of the 9,631 morning passengers that day
(61%).
Rider Response by Train
Train Responses % of Total Fredericksburg 45.8% 302 304 306 308 310 312 428 372 511 528 512 319 7.3%
6.4%
8.8%
9.1%
8.8%
5.5%
Manassas 46.8% 322 324 326 328 330 332 276 442 409 562 522 516 4.7%
7.6%
7.0%
9.6%
9.0%
8.8%
Amtrak 86 174 84 94 176 302 76 42 8 6 5.2%
1.3%
0.7%
0.1%
0.1%
5831 100.0%
7.4% 100.0% 1) What train do you normally take in the evening?
Train Fredericksburg 301 (Departs Union Station at 12:55p)
Fredericksburg 303 (Departs Union Station at 3:35p)
Fredericksburg 305 (Departs Union Station at 4:10p)
Fredericksburg 307 (Departs Union Station at 4:40p)
Fredericksburg 309 (Departs Union Station at 5:15p)
Fredericksburg 311 (Departs Union Station at 6:00p)
Fredericksburg 313 (Departs Union Station at 6:40p)
Manassas 325 (Departs Union Station at 1:15p)
Manassas 327 (Departs Union Station at 3:45p)
Manassas 329 (Departs Union Station at 4:25p)
Manassas 331 (Departs Union Station at 5:05p)
Manassas 333 (Departs Union Station at 5:30p)
Manassas 335 (Departs Union Station at 6:10p)
Manassas 337 (Departs Union Station at 6:50p)
Amtrak 95 (Departs Union Station 2:30p)
Amtrak 125 (Departs Union Station at 3:55p)
Amtrak 171 (Departs Union Station at 4:50p)
Amtrak 93 (Departs Union Station at
5:50p)
Amtrak 85 (Departs Union Station at
7:05p)
Unanswered
Responses % of Total 31
703
621
587
556
287
109
19
523
702
696
402
249
83
6
40
3
0.5%
12.1%
10.6%
10.1%
9.5%
4.9%
1.9%
0.3%
9.0%
12.0%
11.9%
6.9%
4.3%
1.4%
0.1%
0.7%
0.1%
23
0.4%
4
187
0.1%
3.2%
5831
100.0%
2) What is your normal origination station?
Station Broad Run
Manassas
Manassas Park
Burke Centre
Rolling Road
Backlick Road
Fredericksburg
Leeland Road
Brooke
Quantico
Rippon
Woodbridge
Lorton
Franconia/Springfield
Alexandria
Unanswered
Responses % of Total 772 543 520 509 271 76 994 678 395 186 320 248 111 21 23 164 13.2%
9.3%
8.9%
8.7%
4.6%
1.3%
17.0%
11.6%
6.8%
3.2%
5.5%
4.3%
1.9%
0.4%
0.4%
2.8%
5831 100.0%
3) What is your normal destination station?
Station Responses % of Total Union Station
1282 22.0%
L'Enfant
2344 999 518 29 138 45 158 131 14 4 169 40.2%
17.1%
8.9%
0.5%
2.4%
0.8%
2.7%
2.2%
0.2%
0.1%
2.9%
5831 100.0%
Crystal City
Alexandria
Backlick Road
Quantico
Woodbridge
Lorton
Franconia/Springfield
Rippon
Other
Unanswered
4) How did you travel to the VRE station this morning?
Drove alone / Parked
Drove / Rode with others and
parked
Dropped off by car
Metrobus
Walked
Bike
OmniLink
Fairfax Connector
DASH
FRED
Other
Unanswered
Responses % of Total 4625
79.3%
257
371
1
269
34
2
4
1
64
4
199
4.4%
6.4%
0.0%
4.6%
0.6%
0.0%
0.1%
0.0%
1.1%
0.1%
3.4%
5831
100.0%
5) How many miles did you travel from your home to the train station this morning?
Distance to Station Responses % of Total Fewer than 5 miles
2978
51.1%
5-10 miles
1653
28.3%
11-15 miles
532
9.1%
16-20 miles
199
3.4%
21-25 miles
94
170
205
1.6%
2.9%
3.5%
5831
100.0%
More than 25 miles
Unanswered
6) Normal means of travel to your final destination after detraining?
Mode of Travel to Destination Responses Walk
% of Total Bike
3417
42
58.6%
0.7%
Taxi
11
0.2%
Metrorail
991
17.0%
Car
636
10.9%
MetroBus
182
3.1%
ART bus
46
0.8%
MARC
16
0.3%
DASH
75
1.3%
Fairfax Connector
70
1.2%
DC Circulator
12
0.2%
Unanswered
333
5.7%
5831
100.0%
7) What is your home zip code? See Attachment A
8) What is your work zip code? See Attachment B
9) Length of time riding VRE?
Length of time riding VRE Less than a year
Responses % of Total 917
15.7%
1 - 3 years
1585
27.2%
4 - 6 years
1140
19.6%
7 - 9 years
660
11.3%
10 - 12 years
542
9.3%
13 - 15 years
365
166
141
127
188
6.3%
2.8%
2.4%
2.2%
3.2%
5831
100.0%
16 - 18 years
19 – 21 years
Since the start in 1992
Unanswered
10) How often do you normally ride VRE?
Frequency of Riding VRE Once a week
Twice a week
Three times a week
Four times a week
Five times a week
Once or Twice a month
A few times per year
This is my first ride
Unanswered
Responses % of Total 50
162
563
1128
3656
43
29
10
190
0.9%
2.8%
9.7%
19.3%
62.7%
0.7%
0.5%
0.2%
3.3%
5831
100.0%
11) What type of ticket do you usually use?
Type of Ticket Single-Ride/Day-Pass
Monthly
Five-Day Pass
Ten-Trip
TLC (Joint VRE-Metro Fare Card)
Unanswered
Responses % of Total 131
3990
176
1246
85
203
2.2%
68.4%
3.0%
21.4%
1.5%
3.5%
5831
100.0%
12) Where do you normally purchase your tickets?
Purchase Tickets From Vendor
Station Ticket Vending Machine
(TVM)
Internet/CommuterDirect.com
Unanswered
Responses % of Total 1225
21.0%
1697
2653
256
29.1%
45.5%
4.4%
5831
100.0%
13) How often do you ride and Amtrak train with a VRE ticket (Monthly, TLC, Five-Day,
or Ten-Trip) and step up?
Frequency of Riding Amtrak Daily
Once a week
2-3 times per week
2-3 times per month
Once a month or less
Never
Unanswered
Responses % of Total 174
113
195
342
1035
3773
199
3.0%
1.9%
3.3%
5.9%
17.7%
64.7%
3.4%
5831
100.0%
14) How do you get to work on the days you choose not to ride the VRE?
Travel When Not Riding VRE Always use VRE
Hot Lanes
Drive alone
Carpool/HOV
Vanpool
Car and Metrorail
Bus Only
Car and Bus
Bus and Metrorail
Metrorail Only
“Slug”
Other
Unanswered
Responses % of Total 1817
177
1962
246
10
776
19
35
93
133
99
121
343
31.2%
3.0%
33.6%
4.2%
0.2%
13.3%
0.3%
0.6%
1.6%
2.3%
1.7%
2.1%
5.9%
5831
100.0%
15) How frequently are you unable to ride the train because of travel outside the metropolitan
area or other obligations?
Unable to ride due to travel >10 times per month
8-10 times per month
5-7 times per month
2-4 times per month
Once a month or less
Never
Unanswered
Responses % of Total 220 81 270 988 2140 1900 232 3.8%
1.4%
4.6%
16.9%
36.7%
32.6%
4.0%
5831 100.0%
16) Before you began using VRE, what was your usual means of commuting?
Method of Commute before VRE Drove alone
Carpool
Vanpool
Car and Metrorail
Bus
Car and Bus
Bus and Metrorail
Metrorail
“Slug”
I Have Always Used VRE
Other
Unanswered
Responses % of Total 2327
361
154
603
177
84
249
313
213
1002
143
205
39.9%
6.2%
2.6%
10.3%
3.0%
1.4%
4.3%
5.4%
3.7%
17.2%
2.5%
3.5%
5831
100.0%
17) For Whom Do You Work?
For Whom Do You Work? Military/Active duty
State government
Local government
Federal government
Private Company
Association
Self Employed
Student
Tourist
Retired
Other
Unanswered
Responses % of Total 248
49
80
3654
1223
188
30
20
3
6
134
196
4.3%
0.8%
1.4%
62.7%
21.0%
3.2%
0.5%
0.3%
0.1%
0.1%
2.3%
3.4%
5831
100.0%
18) Do you telecommute or work from home one or more days per week?
Telework Frequency Yes, 1 day
Yes, 2 days
Yes, more than 2 days
No
Unanswered
Responses % of Total 1056
472
136
3979
188
18.1%
8.1%
2.3%
68.2%
3.2%
5831
100.0%
19) If Yes, on what days do you usually telecommute?
Telework by Day Monday
Tuesday
Wednesday
Thursday
Friday
Responses % of Total 563
400
232
458
951
Unanswered
21.6%
15.4%
8.9%
17.6%
36.5%
2604
100.0%
20) Does your employer offer flex scheduling and if so, what is your schedule?
Flexible Scheduling Responses 4, 10-hour days
9-hour days with extra day off/2 wks
Other
I do not have flex scheduling
Unanswered
% of Total 241
1159
678
3494
259
4.1%
19.9%
11.6%
59.9%
4.4%
5831
100.0%
21) Does your employer provide the following?
Employer Provided Benefits Responses SmartBenefits transit subsidy
Non-SmartBenefits transit subsidy
Pre-tax payment for transit passes
Free/subsidized employee parking
Other commuting benefit
% of Total 3741
265
788
429
68.1%
4.8%
14.3%
7.8%
271
4.9%
5494
100.0%
22) Are you registered with the SmartBenefits personalized account service to buy your VRE tickets through
CommuterDirect or other vendors?
Registered SmartBenefits Responses % of Total Yes
3573
61.3%
No
1957
33.6%
301
5.2%
5831
100.0%
Unanswered
23) If no, why not?
If No, Why? Responses % of Total Don’t want to wait for tickets through mail
259 14.7%
Don’t receive transit benefits
Sign up process too confusing or not
convenient
Prefer other ticket purchase options
628 35.6%
213 12.1%
665 37.7%
1765 100.0%
24) When you need more detailed information about VRE, how do you go about getting it?
How Do You Get Info About VRE? I use the website
I call VRE’s office (703) 684-1001
I ask the conductor
I call the VRE 800 # (800-RIDE-VRE)
Responses % of Total 4517 77.5%
68 1.2%
113 1.9%
39 0.7%
I check my email for Train Talk updates
408 7.0%
I check my phone for Train Talk texts
283 4.9%
I check VRE’s Facebook page
19 0.3%
I check VRE’s Twitter feed
68 1.2%
316 5.4%
5831 100.0%
Unanswered
25) Rate the usefulness of Daily Download – our on-line delay reports (10 being the highest)
Usefulness of Daily Download Responses % of Total 1 (Not Useful)
355 6.1%
2
116 2.0%
3
194 3.3%
4
168 2.9%
5
560 9.6%
6
426 641 871 463 565 7.3%
11.0%
14.9%
7.9%
9.7%
1472 25.2%
5831 100.0%
7
8
9
10 (Very Useful)
Unanswered
26) Do you read the VRE RIDE, the monthly on board magazine?
Read RIDE Magazine Each Issue
Sometimes
Never
Unanswered
Responses % of Total 2159 2660 733 279 37.0%
45.6%
12.6%
4.8%
5831 100.0%
27) Which radio station do you listen to most often in the Morning?
Station Responses % of Total WAMU FM/88.5
481 8.2%
WBQB/101.5
198 3.4%
WTOP FM/103.5
1377 23.6%
WJZW FM/105.9
WHUR FM/96.3
101 152 27 57 83 92 174 1.7%
2.6%
0.5%
1.0%
1.4%
1.6%
3.0%
WKYS FM/93.9
55 0.9%
WYSK FM/99.3
26 0.4%
WMAL AM/630
135 106 147 134 168 2.3%
1.8%
2.5%
2.3%
2.9%
WPGC FM/95.5
76 1.3%
WWRC AM/570
6 0.1%
WBIG FM/100.3
84 184 44 36 53 497 606 732 1.4%
3.2%
0.8%
0.6%
0.9%
8.5%
10.4%
12.6%
5831 100.0%
WMZQ FM/98.7
WTEM AM/980
WGRX FM/104.5
WTGB FM/94.7
WETA FM/90.9
WWDC FM/101.1
WASH FM/97.1
WFLS FM/93.3
WJFK FM/106.7
WIHT FM/99.5
WJYJ FM/90.5
WMMJ FM/102.3
WRQX FM/107.3
XM/Sirius
OTHER
Unanswered
28) Which social networking sites do you use?
Social Media Facebook
LinkedIn
Twitter
Instagram
Other
Responses % of Total 3346 2093 828 606 259 46.9%
29.3%
11.6%
8.5%
3.6%
7132 100.0%
29) Which types of smartphone(s) do you to use?
Smartphone Windows
Blackberry
iPhone
Android
None or N/A
Other
Responses % of Total 145 812 2961 2240 2.2%
12.5%
45.4%
34.4%
330 5.1%
32 0.5%
6520 100.0%
30) If you carry multiple phones, which ONE do you prefer to use?
Which Do You Prefer? Windows
Blackberry
iPhone
Android
None or N/A
Other
Responses % of Total 61 125 1313 994 1293 1.6%
3.3%
34.3%
26.0%
33.8%
40 1.0%
3826 100.0%
31) Do you plan to utilize the new VRE Mobile Ticketing App?
Plan to use VRE Mobile Yes
No
Need More Information
Unanswered
Responses % of Total 1131 1413 3003 284 19.4%
24.2%
51.5%
4.9%
5831 100.0%
32) Which of the following influenced your decision to try VRE for the first time?
Influenced to try VRE by: Traffic
Responses % of Total 3056 886 1210 62 30.3%
8.8%
12.0%
0.6%
904 9.0%
SmartBenefits
1596 15.8%
New job
1228 5 305 169 92 369 210 0 12.2%
0.0%
3.0%
1.7%
0.9%
3.7%
2.1%
0.0%
10092 100.0%
Old way of commuting became unattractive
Recommended by a
Friend/Co-worker
Website
New home
Commercial
Guaranteed Ride Home
Joint service with Amtrak
Free bus connections
I just love trains
Other
33) Likely to recommend VRE to your friends or colleagues?
Likely to Recommend VRE to Friend Responses 1 (Not Likely)
% of Total 2
14 11 0.2%
0.2%
3
15 0.3%
4
31 0.5%
5
117 115 332 796 889 3266 2.0%
2.0%
5.7%
13.7%
15.2%
56.0%
245 4.2%
5831 100.0%
6
7
8
9
10 (Very Likely)
Unanswered
34) Has VRE service improved over the last year?
Has Service Improved? Yes, improved
No, service declined
Service is the same as last year
No comment
Unanswered
Responses % of Total 1850 139 2791 748 303 31.7%
2.4%
47.9%
12.8%
5.2%
5831 100.0%
35) What is your number one concern about VRE service?
Number One Concern On-time performance
Lack of seats
Lack of parking
Implementing Wi-Fi
Cost
Communication
Security
Frequency of service
Crews
Reverse flow service
Other
Don’t have concerns
Unanswered
Responses % of Total 1204 617 273 604 1180 58 104 830 16 151 139 328 327 20.6%
10.6%
4.7%
10.4%
20.2%
1.0%
1.8%
14.2%
0.3%
2.6%
2.4%
5.6%
5.6%
5831 100.0%
36) VRE operates a program where undercover law enforcement officers ride onboard your
train. Does this program impact your feeling of safety while onboard?
Law Enforcement onboard, feeling of safety Responses Very Much
Somewhat
Indifferent
No
Unanswered
% of Total 1360 1590 1222 1405 254 23.3%
27.3%
21.0%
24.1%
4.4%
5831 100.0%
Report Card Key: A = Excellent | B = Very Good | C = Average | D = Needs improvement | F = Poor | N/A = No Opinion
A
B
C
D
F
N/A
Responsiveness Of VRE Staff
56%
34%
8%
1%
0%
1%
Friendliness Of VRE Staff
59%
31%
8%
1%
0%
0%
VRE Follow-Up To Delays Or Problems
31%
38%
22%
7%
0%
3%
Lost And Found Department
41%
27%
18%
8%
0%
6%
Usefulness of Rail Time (Train Tracking
System)
39%
39%
17%
4%
0%
1%
Timeliness Of E-Mail Responses
26%
37%
24%
9%
0%
4%
Quality Of E-Mail Responses
30%
37%
23%
6%
0%
4%
Timeliness Of Social Media Responses
29%
36%
25%
7%
0%
3%
Quality of Social Email Responses
31%
38%
25%
5%
0%
2%
Quality of information in RIDE Magazine
23%
42%
29%
5%
0%
1%
Quality Of Website
27%
45%
22%
5%
0%
1%
Timeliness Of Website Information
26%
43%
24%
6%
0%
1%
Timeliness Of Train Talk (E-Mail News
Service)
26%
40%
26%
6%
0%
2%
Quality Of Train Talk
26%
43%
26%
4%
0%
1%
Overall Communication With Passengers
28%
47%
20%
4%
0%
1%
Customer Service:
Key: A = Excellent | B = Very Good | C = Average | D = Needs improvement | F = Poor | N/A = No Opinion A
B
C
D
F
N/A
Are Knowledgeable About VRE Operations
63%
30%
5%
1%
0%
0%
Are Helpful
64%
29%
6%
1%
0%
0%
Are Courteous
64%
28%
6%
1%
0%
0%
Make Regular Station Announcements
56%
30%
11%
3%
0%
1%
Make Timely Delay Announcements
51%
31%
13%
4%
0%
1%
Check Tickets Regularly
55%
31%
10%
2%
0%
1%
Present A Professional Appearance
69%
26%
4%
1%
0%
0%
Overall Crew Performance
61%
33%
6%
1%
0%
0%
Train Crew Members
Key: A = Excellent | B = Very Good | C = Average | D = Needs improvement | F = Poor | N/A = No Opinion A
B
C
D
F
N/A
Convenience Of Schedules
22%
39%
25%
12%
0%
2%
On-Time Performance
36%
48%
13%
2%
0%
1%
Cleanliness Of Trains
63%
31%
6%
1%
0%
0%
Cleanliness Of Stations
52%
36%
10%
2%
0%
1%
Communications Between VRE Staff and
Riders
41%
42%
14%
3%
0%
1%
36%
38%
20%
5%
0%
2%
Reliability Of Ticket Vending Machines
24%
40%
25%
9%
0%
2%
Ease Of Buying A Ticket
43%
37%
15%
4%
0%
1%
Ease Of Redeeming SmartBenefits
43%
32%
16%
6%
0%
3%
Station Parking Availability
37%
31%
17%
10%
0%
5%
Quality of Public Address System On Train
27%
38%
24%
9%
0%
2%
Quality of Public Address System On
Platform
26%
36%
25%
10%
0%
3%
Timeliness of Platform Information
23%
37%
28%
10%
0%
2%
Personal Security At Station And On Train
37%
41%
19%
3%
0%
1%
Safety Of Train Equipment
49%
41%
10%
0%
0%
0%
Lighting at Morning Station
47%
40%
11%
2%
0%
0%
Lighting at Evening Station
46%
40%
11%
2%
0%
0%
Traffic Circulation at Station
24%
34%
26%
11%
0%
5%
VRE Operations
Automated Phone System
(684-0400/ 800
RIDE VRE)
Station Signage
36%
42%
19%
3%
0%
1%
Level Of Fare For Quality And Value Of
Service
22%
43%
28%
6%
0%
1%
39%
49%
11%
1%
0%
0%
Overall Service Quality
THE FOLLOWING DEMOGRAPHIC INFORMATION IS SOUGHT TO MEET FEDERAL
TRANSIT ADMINISTRATION GUIDELINES. ANSWERS ARE OPTIONAL.
37) Your gender:
Gender Male
Female
Unanswered
Responses % of Total 3323 1990 518 57.0%
34.1%
8.9%
5831 0.0%
38) Your year of birth:
Year Qty % of Total Year Qty % of Total Year Qty % of Total Year Qty % of Total Year Qty % of Total 1920 1921 1922 1923 1924 1925 1926 1927 1928 1929 1930 1931 1932 1933 1934 1935 1936 1937 1938 1939 1 1 1 0 0 0 1 0 1 0 1 0 1 1 1 1 3 0 1 3 0.02% 0.02% 0.02% 0.00% 0.00% 0.00% 0.02% 0.00% 0.02% 0.00% 0.02% 0.00% 0.02% 0.02% 0.02% 0.02% 0.07% 0.00% 0.02% 0.07% 1940 1941 1942 1943 1944 1945 1946 1947 1948 1949 1950 1951 1952 1953 1954 1955 1956 1957 1958 1959 4 9 6 11 6 18 36 43 28 57 61 83 79 102 107 97 127 135 127 156 0.09% 0.21% 0.14% 0.25% 0.14% 0.41% 0.82% 0.98% 0.64% 1.30% 1.39% 1.90% 1.81% 2.33% 2.45% 2.22% 2.90% 3.09% 2.90% 3.56% 1960
1961
1962
1963
1964
1965
1966
1967
1968
1969
1970
1971
1972
1973
1974
1975
1976
1977
1978
1979
195 156 150 174 160 157 129 118 138 107 121 97 99 115 104 90 84 84 93 79 4.46% 3.57% 3.43% 3.98% 3.66% 3.59% 2.95% 2.70% 3.15% 2.45% 2.77% 2.22% 2.26% 2.63% 2.38% 2.06% 1.92% 1.92% 2.13% 1.80% 1980 1981 1982 1983 1984 1985 1986 1987 1988 1989 1990 1991 1992 1993 1994 1995 1996 1997 1998 1999 76 70 79 51 67 54 49 36 43 30 27 16 17 3 5 2 3 1 2 0 1.74% 1.60% 1.81% 1.17% 1.53% 1.23% 1.12% 0.82% 0.98% 0.69% 0.62% 0.37% 0.39% 0.07% 0.11% 0.05% 0.07% 0.02% 0.05% 0.00% 2000
2001
2002
2003
2004
0 0 0 0 1 0.00% 0.00% 0.00% 0.00% 0.02% 39) Which best represents your annual household income?
Household Income Under $25,000
$25,000 - 49,999
$50,000 - 74,999
$75,000 - 99,999
$100,000 - 124,999
$125,000 – 149,999
$150,000 - 174,999
$175,000+
Unanswered
Responses % of Total 38
114
408
616
922
896
717
1129
991
0.7%
2.0%
7.0%
10.6%
15.8%
15.4%
12.3%
19.4%
17.0%
5831
100.0%
40) Do You:
Own or Rent Own
Rent
Unanswered
Responses % of Total 4332
840
659
74.3%
14.4%
11.3%
5831
0.0%
41) In your household, there are:
# Cars in Household 0 Cars
1 Car
2 Cars
>2 Cars
Unanswered
Responses % of Total 25
888
2604
1717
597
0.4%
15.2%
44.7%
29.4%
10.2%
5831
100.0%
42) Your Ethnic origin/Race:
Ethnic origin/Race Caucasian
African American
Asian/Pacific Islander
Hispanic
Native American
Multi-ethnic
Other
Unanswered
Responses % of Total 3301
824
333
234
34
111
150
844
56.6%
14.1%
5.7%
4.0%
0.6%
1.9%
2.6%
14.5%
5831
100.0%
43) Do you speak a language other than English at home?
Language Other Than English/Home Responses Yes
No
Unanswered
% of Total 640
4289
902
11.0%
73.6%
15.5%
5831
0.0%
44) How well do you speak English?
How well do you speak English? Very Well
Well
Not Well
Not at All
Unanswered
Responses % of Total 4924
195
9
5
698
84.4%
3.3%
0.2%
0.1%
12.0%
5831
100.0%
45) Marital Status:
Marital Status Married
Single
Widowed/Divorced
Unanswered
Responses % of Total 4000
722
446
663
68.6%
12.4%
7.6%
11.4%
5831
100.0%