2012
Passenger
Survey Results
Rider Demographics
0%
Age
Gender
2%
4%
15%
23%
Under 18
37%
18-24
25-34
22%
35-44
Male
63%
Female
45-54
34%
55-64
65+
Sector of Employment
Years Riding
35%
3% 1% 3%
30%
23%
Government
25%
Military
20%
Private Company
65%
Association
Self Employed
5%
Other
32%
15%
10% 19%
20%
12%
5%
0%
Less than a
year
1-3 years
4-6 years
21%
20%
14%
15%
10%
5%
0%
1%
21%
18%
9%
4%
3%
3%
10-12 years 13-15 years 16-19 years
Since the
beginning
Car Ownership
Household Income
25%
7-9 years
8%
>2 cars
33%
13%
2 cars
3%
50%
1 car
17%
0 cars
0%
0%
10%
20%
30%
40%
50%
60%
Ethnicity/Race
Home Ownership
6%
16%
4% 1% 2% 3%
Caucasian
African American
Own your home/ townhouse/
condo
84%
Rent a home/ townhouse/
condo/ apartment/ room
15%
Asian/Pacific Islander
69%
Hispanic
Native American
Multi-ethnic
Other
Top Concerns About Service
Has Service Improved?
1. Cost 29%
2. On-Time Performance 26%
3. Lack Of Seats 13%
60%
40%
55%
20%
30%
2%
0%
Yes
14%
No
Top Priorities For Next Year
1. More Frequent Service 29%
2. More Seats On the Trains 26%
3. Implementing WiFi 17%
Same
No comment
Riders Traveling On
Top Reasons for Switching to VRE
3% 2% 2%
3500
3000
Monthly
21%
2500
Ten-Trip
2000
72%
1500
1000
Five-Day Pass
Single-Ride/Round-Trip
TLC
500
0
Traffic
New job
New home
Where Passengers are Orignating
By Zipcode
1. 22405 - 461 Riders - Fredericksburg
2. 20111 - 394 Riders- Manassas Park
3. 22015 - 375 Riders - Burke
Where Passengers are Traveling
By Zipcode
1. 22202 - 590 Riders - Arlington
2. 22314 - 283 Riders - Alexandria
3. 20001 - 233 Riders - D.C.
Did You Know?
•
•
•
•
•
84% of riders prefer to have a smartphone
Almost half (48%) of riders buy their tickets through CommuterDirect.com
More than one-third (37%) of riders have flex scheduling
The number one way of traveling before using VRE or when not using VRE is driving alone
WTOP is the number one station riders most listen to in the morning
VRE Report Card
Percentage of riders who rated us as
“Excellent” or “Very Good”
Customer Service:
2012
Responsiveness of VRE Staff
88%
Friendliness of VRE Staff
89%
VRE Follow-Up to Delays or Problems
61%
Lost and Found
70%
Usefulness of Rail time
77%
Timeliness of E-mail Responses
58%
Quality of E-mail Responses
65%
Quality of Website
75%
Timeliness of Website Information
69%
Timeliness of Train Talk
65%
Quality of Train Talk
67%
Overall Communication with Passengers
72%
2011
85%
83%
50%
68%
72%
51%
56%
74%
67%
65%
69%
67%
Δ
3%
6%
11%
2%
5%
7%
9%
1%
2%
0%
-2%
5%
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
90%
90%
89%
82%
76%
78%
93%
90%
83%
84%
83%
75%
68%
78%
91%
85%
7%
6%
6%
7%
8%
0%
2%
5%
VRE Operations:
Convenience of Schedules
On-time Performance
Cleanliness of Trains
Cleanliness of Stations
Communication between VRE Staff & Riders
Automated Telephone System
Reliability of FC2 Ticket Vending Machines
Ease of Buying a FC2 Ticket
Ease of Using SmartBenefits
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%
85%
91%
84%
77%
67%
58%
75%
63%
57%
58%
51%
50%
68%
84%
71%
82%
82%
53%
61%
84%
59%
62%
89%
83%
71%
59%
51%
70%
61%
56%
52%
45%
40%
63%
79%
67%
79%
79%
49%
63%
78%
0%
23%
2%
1%
6%
8%
7%
5%
2%
1%
6%
6%
10%
5%
5%
4%
3%
3%
4%
-2%
6%
Highlights
Riders rated every category Higher in 2012 compared to 2011 except for
four categories and two of
those rated the same as
last year.
On average, categorical
improvements were 5%
better than last year
Record Highest Ratings
• Usefulness of Rail Time
• Check Tickets Regularly
• On-Time Performance
• Communication Between
VRE Staff and Riders
• Timeliness of Platform
Information