2009
Passenger
2008 Passenger Results
Survey Results
Survey
Rider Demographics
Age
Gender
64% Male
36% Female
Years Riding
Sector of Employment
59% Government
9% Military
25% Private
4% Association
1% Self Employed
2% Other
Household
Income
Has Service Improved?
Top Concerns About Service
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On-Time Performance - 41%
Cost - 17%
Frequency of Service - 12%
Top 3 Reasons
for Switching to VRE
1. Traffic
2. New Job
3. New Home
Riders Traveling On
Monthly Tickets - 65%
Ten-Trip Tickets - 27%
Five-Day Passes - 4%
Transit Link Cards - 2%
Did You Know?

64% of Our Riders Come From Five Stations:
Broad Run, Manassas, Manassas Park, Fredericksburg and Leeland Road
29% of Riders Indicate that They Use Facebook
17% of Riders Have Been Riding VRE 10 Years or More
54% of Riders Live Within 5 Miles of The Station
18% of Riders Say That They Have Always Used VRE
40% of Riders Drive to Work Alone When They Don’t Use the Train
63% of Riders’ Final Destination is L’Enfant or Crystal City
VRE Report Card
% of riders who rated us with an A or B
Customer Service:
Responsiveness of VRE Staff
Friendliness of VRE Staff
VRE Follow-Up to Delays or Problems
Lost and Found
Usefulness of Rail Time
Timeliness of E-mail Responses
Quality of E-mail Responses
Quality of Website
Timeliness of Website Information
Timeliness of Train Talk
Quality of Train Talk
Overall Communication with Passengers
2009
82%
80%
51%
69%
69%
54%
62%
75%
68%
67%
68%
65%
2008
79%
81%
48%
69%
65%
51%
57%
75%
65%
63%
64%
63%
Train Crew Members:
Are Knowledgeable About VRE Operations
Are Helpful
Are Courteous
Make Regular Station Announcements
Make Timely Delay Announcements
Check Tickets Regularly
Present A Professional Appearance
Overall Crew Performance
88%
86%
82%
75%
67%
75%
89%
84%
87%
86%
83%
72%
66%
75%
90%
84%
VRE Operations:
Convenience of Schedules
On-time Performance
Cleanliness of Trains
Cleanliness of Stations
Communication between VRE Staff & Riders
Automated Telephone System
Reliability of Ticket Vending Machines
Ease of Buying a Ticket
Ease of Using Metrocheks
Station Parking Availability
Public Address System On Train
Public Address System On Platform
Timeliness of Platform Information
Personal Security at Station & On Train
Safety of Train Equipment
Station Signage
Lighting at Morning Station
Lighting at Evening Station
Traffic Circulation
Level of Fare for Quality and Value of Service
Overall Service Quality
59%
58%
86%
80%
67%
60%
40%
65%
61%
63%
51%
51%
43%
64%
79%
68%
78%
79%
55%
55%
75%
57%
47%
82%
77%
66%
57%
39%
65%
62%
58%
48%
47%
39%
63%
74%
70%
N/A
N/A
N/A
56%
71%