Orange County Transportation Authority: 2011 Bus Satisfaction Survey Report Summary of Results Prepared by Rea & Parker Research February, 2012 Page intentionally left blank
Table of Contents Page
Executive Summary i Section 1: Survey Methodology 1 Sample 1 Development of Survey Instrument 1 Data Analysis 1 Comparability of 2011/2007 Survey Results 2 Section 2: Satisfaction with Bus Service 4 Overall Satisfaction and Change in Perception about Bus Service 4 Satisfaction with Individual Features of Bus Service 8 Importance of Individual Bus Features 12 Suggested Areas of Improvement for OCTA Bus Service 13 Satisfaction-­‐Importance Quadrant Analysis 14 Section 3: General Bus Usage 17 Frequency of Bus Use 17 Years Riding OCTA Buses 21 Primary Reason for Using OCTA Buses Instead of Alternative Modes 22 Awareness and Use of Certain OCTA Programs and Services 24 Section 4: Bus Usage InformationͶCurrent Bus Trip 25 OCTA Bus Routes Used 25 Trip Purpose 26 Transfers Made on Bus Trip 27 Other Transportation Modes Used to Complete Trip 28 Travel Time for Bus Trip 29 Section 5: Information about OCTA Bus Service 30 Sources of Information 30 Preferred Language 33 Electronic Media 34 Section 6: Fare Payment 36 Fare Payment Modes 36 Additional Information about Bus Pass Use 38 O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Contents, Charts & Tables Table of Contents (continued) Section 7: Demographics Basic Demographics Characteristics Employment-­‐Related Demographics Section 8: Conclusions and Recommendations Appendix A: Methodology: Supplemental Information Appendix B: Questionnaire (English) & Topline Frequency Percentages Appendix C: Survey Charts Not Included in ReportͶAll Respondents Appendix D: Survey Questions Disaggregated by Supervisorial District 40 41 41 44 45 54 85 102 O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Contents, Charts & Tables List of Tables and Charts Table 1-­‐1: Chart 2-­‐1: Chart 2-­‐2: Chart 2-­‐3: Chart 2-­‐4: Chart 2-­‐5: Chart 2-­‐6: Chart 2-­‐7: Chart 2-­‐8: Table 2-­‐1: Chart 2-­‐9: Chart 2-­‐10: Table 2-­‐2: Chart 2-­‐11: Chart 3-­‐1: Chart 3-­‐2: Chart 3-­‐3: Chart 3-­‐4: Chart 3-­‐5: Chart 3-­‐6: Chart 3-­‐7: Chart 3-­‐8: Chart 3-­‐9: Chart 4-­‐1: Chart 4-­‐2: Chart 4-­‐3: Chart 4-­‐4: Chart 4-­‐5: Chart 5-­‐1: Chart 5-­‐2: Chart 5-­‐3: Chart 5-­‐4: Chart 5-­‐5: Chart 5-­‐6: Chart 6-­‐1: Sample Sizes and Associated Margins of Error-­‐-­‐Overall Sample and Supervisorial Districts Overall Satisfaction with Current Bus Service Overall satisfaction with Current Bus Service by Ethnicity Statistically Significant Dissatisfied Sub-­‐Groups of Bus Riders Change in Bus Service Quality Compared to 12 Months Ago Percentage Who Indicate That Bus Service is Worse than 12 Months Ago by Current Dissatisfaction/Dissatisfaction Statistically Significant Sub-­‐Groups of Bus Riders Who Think Bus Service is Worse than 12 Months Ago Percentage Satisfied with Individual Features of Bus Service Mean Satisfaction Ratings for Individual Bus Features Bus Routes Exhibiting Lowest Degree of Satisfaction with OCTA Bus Service Mean Importance Ratings for Individual Bus Service Features Suggested Improvements to OCTA Bus Service Key Improvements to Enhance Satisfaction by Route Bus Features: Satisfaction-­‐Importance Quadrant Analysis Frequency of Bus Use Employment Status by Frequency Riding Statistically Significant Differences in Occupational Categories by Frequency of Riding Trip Purpose by Frequency of Riding Mean Number of Transfers by Frequency of Riding Other Statistically Significant Differences by Frequency of Riding Years as Rider of OCTA Buses Most Important Reason to Ride OCTA Bus Instead of Alternative Mode ǁĂƌĞŶĞƐƐĂŶĚhƐĞŽĨ͙ Major Bus Routes Traveled Trip Purpose Transfers Made on Bus Trip Other Transportation Modes Used to Complete Trip Total Travel Time for Bus Trip Sources of Information about OCTA Bus Service Use of the eBusbook by Ethnicity Statistically Significant Differences Between Overall Respondents and Those Who Indicated That They Do Not Use Any Information Sources about OCTA Bus Services Language Preferred for Bus Information Access to Electronic Media Electronic Media Preferred for Scheduling and Route Information Method of Fare Payment: This Trip O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 page 2 5 6 6 7 7 8 9 10 11 12 13 15 16 17 18 19 20 20 21 22 23 24 25 26 27 28 29 31 32 32 33 34 35 36 Contents, Charts & Tables List of Tables and Charts (continued) Chart 6-­‐2: Combined Payment this Trip with Other Payments Used Chart 6-­‐3: Reason For Not Using Bus Pass Chart 6-­‐4: Preferred Location to Purchase Bus Passes Table 7-­‐1: Basic Demographics Table 7-­‐2: Characteristics of Employment and Occupation Table A-­‐1: OCTA Designated Sample Bus Stops Chart A-­‐1: Surveys Returned and Input by Supervisorial District Chart A-­‐2a: Returned Surveys by Bus StopͶSupervisorial District 1 Chart A-­‐2b: Returned Surveys by Bus StopͶSupervisorial District 2 Chart A-­‐2c: Returned Surveys by Bus StopͶSupervisorial District 3 Chart A-­‐2d: Returned Surveys by Bus StopͶSupervisorial District 4 Chart A-­‐2e: Returned Surveys by Bus StopͶSupervisorial District 5 Chart A-­‐3: Time of Day of Distribution for Returned Surveys Chart A-­‐4: Time of Day of Distribution for Returned Surveys by Supervisorial District Chart A-­‐5: Day of Week of Distribution for Returned Surveys Chart A-­‐6: Day of Week of Distribution for Returned Surveys by Supervisorial District Chart C-­‐1: Satisfaction/Dissatisfaction with Bus Service by Mean Time of Trip Chart C-­‐2: Satisfaction/Dissatisfaction by Number of Transfers Chart C-­‐3: Percentage Who Rate Individual Features as Important Chart C-­‐4: Mean Travel Time by Frequency of Riding Chart C-­‐5: Statistically Significant Differences in Sources of Information by Frequency of Riding Chart C-­‐6: Statistically Significant Differences in Perceived Effectiveness of Information Sources by Frequency of Riding Chart C-­‐7: Change in Frequency Riding Bus Compared to 12 Months Ago Chart C-­‐8: Statistically Significant Demographic Differences Between Those Who Ride the Bus Because They Cannot Afford Automobile and Those Who Do Not Drive Chart C-­‐9: Bus Passed by Without Stopping in Past 6 Months Chart C-­‐10: ǁĂƌĞŶĞƐƐŽĨ͙ďLJƚŚŶŝĐŝƚLJ Chart C-­‐11: Percentage of Respondents Making Work Trip by Ethnicity Chart C-­‐12: Percentage Who Rate Individual Information Sources as Effective Chart C-­‐13: Mean Effectiveness Ratings for Sources of Information Chart C-­‐14: Languages Spoken Other Than Language of Survey Chart C-­‐15: PeƌĐĞŶƚĂŐĞŽĨůůZĞƐƉŽŶĚĞŶƚƐtŚŽ^ƉĞĂŬ͙ Chart C-­‐16: Language Preferred for Receiving Bus Information by Language of Survey Chart C-­‐17: Use of 30-­‐Day Bus Pass by Ethnicity O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 37 38 39 40 42 46 47 47 48 48 49 49 50 51 52 52 85 86 87 88 89 90 90 91 92 93 94 96 97 97 98 98 99 Contents, Charts & Tables List of Tables and Charts (continued) Chart C-­‐18: Statistically Significant Differences in Fare Payment for Current Trip by Frequency of Riding Chart C-­‐19: Statistically Significant Differences in Fare Payment Methods Ever Used by Frequency of Riding Chart C-­‐20: Other Fare Payment MethodsͶOther Trips Chart D-­‐1: Overall Satisfaction with Current Bus Service by Supervisorial District Chart D-­‐2: Change in Bus Service Quality Compare to 12 Months Ago by Supervisorial District Chart D-­‐3a: Percent Satisfied with More Highly Rated Individual Features of Bus Service by Supervisorial District Chart D-­‐3b: Percent Satisfied with Lesser Rated Individual Features of Bus Service by Supervisorial District Chart D-­‐4a: Percentage Who Rate More Important Individual Features as Important by Supervisorial District Chart D-­‐4b: Percentage Who Rate Less Important Individual Features as Important by Supervisorial District Chart D-­‐5a: Most Frequently Suggested Improvements to OCTA Bus Service By Supervisorial District Chart D-­‐5b: Less Frequently Suggested Improvements to OCTA Bus Service by Supervisorial District Chart D-­‐6: Frequency Ride an OCTA Bus by Supervisorial District Chart D-­‐7: Change in Frequency Riding Bus Compared to 12 months Ago by Supervisorial District Chart D-­‐8: Years as Rider of OCTA Buses by Supervisorial District Chart D-­‐9: Most Important Reason to Ride OCTA Bus Instead of Alternative Mode by Supervisorial District Chart D-­‐10: Bus Passed by Without Stopping in Past 6 Months by Supervisorial District Chart D-­‐11: ǁĂƌĞŶĞƐƐŽĨ͙ďLJ^ƵƉĞƌǀŝƐŽƌŝĂůŝƐƚƌŝĐƚ Chart D-­‐12a: Major Bus Routes Traveled-­‐-­‐Supervisorial District 1 Chart D-­‐12b: Major Bus Routes Traveled-­‐-­‐Supervisorial District 2 Chart D-­‐12c: Major Bus Routes Traveled-­‐-­‐Supervisorial District 3 Chart D-­‐12d: Major Bus Routes Traveled-­‐-­‐Supervisorial District 4 Chart D-­‐12e: Major Bus Routes Traveled-­‐-­‐Supervisorial District 5 Chart D-­‐13: Trip Purpose by Supervisorial District Chart D-­‐14: Mean Number of Transfers by Bus Riders per Supervisorial District Chart D-­‐15: Major Other Transportation Modes Used to Complete Trip by Supervisorial District Chart D-­‐16: Mean Travel Time by Supervisorial District Chart D-­‐17a: Most Frequently Used Sources of OCTA Bus Information by Supervisorial District O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 100 100 101 102 103 104 105 106 107 108 109 110 110 111 112 113 114 115 115 116 116 117 118 119 119 120 121 Contents, Charts & Tables List of Tables and Charts (continued) Chart D-­‐17b: Less Frequently Used Sources of OCTA Bus Information by Supervisorial District Chart D-­‐18a: Percentage Who Rate the More Effective Information Sources as Effective by Supervisorial District Chart D-­‐18b: Percentage Who Rate the Less Effective Information Sources as Effective by Supervisorial District Chart D-­‐19: Language of Completed Surveys by Supervisorial District Chart D-­‐20: Percentage of Respondents Who Speak Designated Languages by Supervisorial District Chart D-­‐21: Preferred Language by Supervisorial District Chart D-­‐22: Access to Electronic Media by Supervisorial District Chart D-­‐23: Electronic Media Preferred for Scheduling and Route Information by Supervisorial District Chart D-­‐24: Method of Fare Payment: This Trip by Supervisorial District Chart D-­‐25a: Most Frequently Cited Other Fare Payment Methods Used by Supervisorial District Chart D-­‐25b: Less Frequently Cited Other Fare Payment Methods Used by Supervisorial District Chart D-­‐26: Respondents by Supervisorial District Who Have Ever Paid Fare by Chart D-­‐27: Reason For Not Using a Bus Pass by Supervisorial District Chart D-­‐28: Preferred Location to Purchase Bus Pass by Supervisorial District Chart D-­‐29: Age by Supervisorial District Chart D-­‐30: Education by Supervisorial District Chart D-­‐31 Ethnicity by Supervisorial District Chart D-­‐32: Respondent Income by Supervisorial District Chart D-­‐33: Gender of Respondents Overall and by Supervisorial District Chart D-­‐34: Employment Status by Supervisorial District Chart D-­‐35a: Most Common Occupations by Supervisorial District Chart D-­‐35b: Less Common Occupations by Supervisorial District Chart D-­‐36a: Most Frequently Citied Cities Where OCTA Bus Riders Work by Supervisorial District Chart D-­‐36b: Less Frequently Cited Cities Where OCTA Bus Riders Work by Supervisorial District Chart D-­‐37: Both Work and Attend School: Overall and by Supervisorial District Chart D-­‐38a: Most Frequently Cited Cities Where Attend School by Supervisorial District Chart D-­‐38b: Less Frequently Cited Cities Where Attend School by Supervisorial District Chart D-­‐39: Residential Zip Codes with 5% of More of Respondents per Supervisorial District 122 123 124 125 125 126 127 128 129 130 131 132 133 134 135 136 137 138 139 140 141 142 143 143 144 145 145 146 O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Contents, Charts & Tables EXECUTIVE SUMMARY 2011 Bus C ustomer Satisfaction Survey
E xecutive Summary
Introduction
The Orange County Transportation Authority (OCTA) was formed in June 1991 to address ongoing transportation
needs in Orange County and to create one agency to develop and implement transportation programs designed to
reduce traffic congestion and improve air quality. OCTA serves as the county transportation commission responsible
for planning, funding and delivering transportation improvements in Orange County ± including freeway, street and
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with and serving the diverse communities and partners as outlined in the OCTA Strategic Plan, the Authority
periodically conducts surveys to gather data on its bus customers. By collecting and analyzing perception data and
comparing the results to prior related surveys where appropriate, these studies provide OCTA with statistically
reliable information that can provide valuable insight in understanding the customer base and serve to provide a
foundation for future marketing and operational decisions.
Goals of Study
To assist in this effort, OCTA selected Rea & Parker Research to design the research plan and conduct the 2011 Bus
Satisfaction study. The current study seeks to determine the following information:
0HDVXUHFXVWRPHUV¶overall satisfaction with their bus riding experience, as well as how they feel OCTA
bus service is meeting their travel needs;
Profile customers¶ travel behavior, including frequency and timing of use, and trip purpose;
Identify the relative importance that customers place on specific performance aspects when riding OCTA
buses;
,GHQWLI\FXVWRPHUV¶PHWKRGVRIIDUHpayment as well as access to electronic media to receive scheduling
and route information;
Collect demographic information on OCTA bus patrons; and
,GHQWLI\FXVWRPHUV¶FXUUHQWXVDJHRIDQGSUHIHUHQFHVIRUYDULRXV2&7$FRPPXQLFDWLRQVWUDWHJLHV
Results of the survey have also been disaggregated and presented for each of the five supervisorial districts in Orange
County. The last survey was in 2007. However, it should be noted the 2011 and 2007 survey results are not directly
comparable in that the data for each survey were collected from different sources. In 2007, the study was designed to
highlight the differences between OCTA-operated services and contractor-operated services. Therefore, there was an
emphasis on express and StationLink bus service. In the 2011 study, the emphasis was on system-wide fixed route
EXV VHUYLFH DQG WKLV VWXG\ VKRXOG EH YLHZHG DV D EDVHOLQH UHSRUW IRU 2&7$¶V 6WUDWHJLF 3ODQ 6XUYH\ TXRWDV ZHUH
targeted by specific bus stops so that the survey team could conduct intercept surveys with random respondents while
waiting at these specific bus stops.
O verview of Methodology
OCTA contracted with Rea & Parker Research to conduct the study. Rea & Parker Research obtained a proposed
sampling distribution fURP2&7$¶V3ODQQLQJGHSDUWPHnt that was designed to ensure that the sample was statistically
YDOLGDQGUHSUHVHQWDWLYHRI2&7$¶VFXUUHQWIL[HGURXWHEXVV\VWHPOCTA provided to Rea & Parker Research a list
of key bus stops identified by supervisorial district which also included average daily boardings at each stop and a
target of surveys to obtain from each location. Rea & Parker Research distributed survey forms to bus riders at these
selected bus stops throughout Orange County. Approximately 15,000 survey forms were printed (11,000 in English,
3,500 in Spanish, and 500 in Vietnamese), and 10,800 were actually distributed to potential respondents. A total of
1,954 completed surveys were returned. Based upon those who accepted a survey form at the bus stops, this
represents a response rate of 18 percent. This sample yields a margin of error of +/- 2 percent at the 95 percent level
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page i EXECUTIVE SUMMARY of confidence.
K ey Report F indings
Satisfaction with Bus Service
Satisfaction with bus service continues to be high - 40 percent are very satisfied and an additional 40
percent are somewhat satisfied for a combined 80 percent satisfaction rating.
Nearly one-third (32 percent) of respondents feel that bus service has gotten better over the past 12
months and nearly 20 percent perceive that bus service has worsened in the last 12 months.
Respondents are very satisfied or somewhat satisfied with closeness of their bus stop to home
(80 percent), information in bus book (77 percent), and closeness of bus stop to destination (76 percent).
These are followed closely by safety on the bus (75 percent) and cleanliness of the bus (73 percent). The
features that received satisfaction ratings that were lower were frequency/wait time (43 percent) and
information at bus stops (54 percent).
On a scale of 1 to 5, where 1 = very important and 5 = very unimportant, respondents accord the greatest
level of importance to safety on the bus (mean of 1.47) and on-time performance (mean of 1.49).
Respondents feel that number of transfers (mean of 1.80), information at bus stops (mean of 1.77), and
accuracy of telephone information (mean of 1.75) are less important to them, but are still quite important
in absolute terms.
Frequency of service and overcrowding inside buses are priorities for improvement in bus service. These
areas of improvement are followed by increased weekend service and increased evening service.
General Bus Usage
Respondents are very frequent users of OCTA bus services, with 82 percent using the bus 4- to -7 days
per week and another 15 percent using the bus 1- to -3 days per week.
Of the more frequent riders, 38 percent are employed full-time and 22 percent are employed part-time,
especially in the service, hospitality and retail sectors.
Respondents who are less frequent riders (less than 4 days per week) are more widely spread across the
employment spectrum to include homemakers, students and disabled residents.
Respondents in the survey are long-term riders of OCTA buses with 62 percent having been riders for at
least 4 years.
The most important reason respondents are riding OCTA buses instead of using alternative modes is that
they cannot afford to purchase or maintain an automobile (42 percenWIROORZHGE\WKHODFNRIDGULYHU¶V
license or the inability to drive (23 percent).
Bus Usage Information 6SHFLILFDOO\3HUWDLQLQJWRWKH5LGHU¶V&XUUHQW%XV7ULS
The dominant purpose of travel is for work (43 percent) followed by personal errands (16 percent) and
college/trade school (12 percent).
Respondents most often complete their trip by walking 2 or more blocks (60 percent).
The mean number of transfers during their survey trip was 1.86.
More frequent riders use a greater number of transfers ± those that travel 4 to 7 days per week have a
mean of 1.90 transfers per trip versus less than 4 days per week , a mean of 1.65 transfers per trip.
The median travel time for the surveyed trip is 1 hour and 30 minutes. This is consistent with the large
number of transfers in the 2011 sample.
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page ii EXECUTIVE SUMMARY Sources of Information
Printed bus books (84 percent) and information at bus stops (65 percent) are the most important sources
of information regarding OCTA bus service.
Nearly three-fifths (59 percent) of respondents access electronic media through their cell phone (including
27 percent with smart phones).
The cell phone is the most favored media for obtaining scheduling and route information about OCTA
bus service SHUFHQWIROORZHGE\XVLQJWKH,QWHUQHWRQWKHUHVSRQGHQW¶VFRPSXWHUSHUFHQW
The dominant languages preferred to receive bus information includes 61 percent in English and 35
percent in Spanish.
F are Payment
For the current survey trip, 47 percent used cash to pay their fare, 19 percent who used a regular 30-day
pass and 13 percent who used a one-day pass purchased on-board the bus.
Combining payment methods for the current survey trip and previous OCTA bus trips, the majority have
at some point in time paid their fare in cash (85 percent), followed by those who have paid their fare
through a one-day pass purchased on-board (63 percent) and through a regular 30-day pass (46 percent).
Three-fifths of the 25 percent who have never used a bus pass (15 percent of the total population) indicate
that they have never used a bus pass because they have no need to do so. Another 28 percent (7 percent of
the total) did not make this purchase because they are not aware of where to do so.
Potential and actual pass holders (66 percent) would prefer to purchase bus passes at retail locations such
as grocery stores and convenience stores.
Demographic C haracteristics of the Survey Respondents
The sample respondents overall are 44 percent male and 56 percent female.
The majority of the respondents are Latino (58 percent), followed by Caucasian (24 percent).
The age of the respondents is mixed, with 55 percent falling between the ages of 25 and 54, 24 percent 24
and under, and 21 percent 55 and older.
Bus riders represent a low income population²with 44 percent earning under $10,000 per year and
another 29 percent with an annual income of $10,000 but under $20,000. Of the total, 86 percent
identified a household income of $35,000 and under.
High school graduates represent 28 percent of respondents, and 33 percent have attained some college
education, technical training, or an Associate degree.
Nearly three-fourths (72 percent) of all surveys returned were completed in English, 27 percent were
completed in Spanish, and 1 percent was completed in Vietnamese.
Among the survey respondents, there is considerable unemployment and underemployment, with 34
percent employed full-time and 21 percent employed part-time. Another 15 percent are students who are
not employed. Of total respondents 30 percent simultaneously attend school and work.
Respondents are employed to a great extent in three occupations/industries ± services (23 percent),
hospitality (16 percent), and retail (12 percent).
Of those that are employed, 17 percent work in Anaheim followed by 16 percent who work in Santa Ana.
Where respondents attend school follows a similar pattern, with 33 percent attending school in Santa Ana
followed by Fullerton (17 percent) and Anaheim (10 percent).
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page iii EXECUTIVE SUMMARY Conclusions and Recommendations
Overall satisfaction with OCTA bus service is very high ± 80 percent are satisfied. One-third feel that bus
service has gotten better over the past 12 months.
OCTA customers are frequent users of the bus ± over 80 percent use the bus 4 to 7 days per week.
Customers also tend to be long term riders, with over 60 percent riding for at least 4 years.
The customer base is extremely transit-reliant, as 69 percent cannot afford a car, do not drive or their car
is not working.
The underlying core demographic is mixed ± in age, reason for using the bus, as well as ethnicity. For
this reason, future marketing decisions may include a targeted marketing approach as opposed to a of a
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Marketing and outreach to new customers to reinforce the benefits of riding the bus could stimulate trial
use and increase ridership and the customer-base.
The core areas that make OCTA a popular and successful provider of transportation services are as
follows: safety on the bus, closeness of bus stop to destination, information in bus book, bus driver
knowledge of service area, cleanliness of bus, and closeness of bus stop to home. These characteristics
are important to respondents and they are highly satisfied with the service quality in these area. It is
important that OCTA maintain a high level of service in these areas in order to ensure that high
satisfaction levels will be sustained.
There are some areas of service that are important to OCTA bus riders, but they are not as satisfied with
their quality of provision by OCTA as they are for other OCTA bus service features. Investment in
improving these areas could have a substantial impact on increasing the overall satisfaction with OCTA
bus service. These characteristics include: on-time performance, safety at bus stops, frequency/wait time,
cost of riding, and travel time. OCTA is actively addressing customer issues regarding bus stop safety,
and sustained efforts in this direction are strongly encouraged. On-time performance can also be
addressed or, at least, mitigated with the provision of real-time information.
OCTA bus riders still dominantly pay their bus fare in cash and when purchasing passes, prefer to
purchase them at retail and grocery stores. OCTA has an opportunity to increase bus pass sales by
expanding retail pass outlets, as well as informing bus riders of the availability of bus passes and where
and how to purchase them.
Cell phones are the most favored media for obtaining information about OCTA scheduling and route
information. The provision of mobile applications and other internet services, for the purpose of
providing scheduling and routing information to customers via cell phones and smart phones, may go a
long way toward assisting customers in attaining current and up-to-date information on bus service and
schedules.
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page iv METHODOLOGY Section 1: Survey Methodology
Sample
Rea & Parker Research obtained a sample of OCTA bus riders through the intercept method of research.
Specifically, Rea & Parker Research distributed survey forms to bus riders at selected bus stops throughout
Orange County. OCTA provided to Rea & Parker Research a list of 29 bus stops identified by supervisorial
district. OCTA also listed the estimated boardings at each of these bus stops and used this boarding data to
establish a target sample size for each bus stop. The overall targeted sample size for this survey was 1400
respondents. In an effort to obtain at least this targeted sample size, approximately 15,000 survey forms were
printed (11,000 in English, 3,500 in Spanish, and 500 in Vietnamese), and 10,800 were actually distributed to
potential respondents. Surveyors were provided with an ample number of forms in each language and did not
exhaust their supply on any assignment. A total of 1,954 completed surveys were returned (554 surveys above
the target of 1,400). Based upon those who accepted a survey form at the bus stops, this represents a response
rate of 18 percent. Detailed information about the sample is provided in A ppendix A. This information includes
day of the week and time of day returned surveys were distributed overall and by supervisorial district and
returned surveys by bus stop for each supervisorial district.
Development of the Survey Instrument and Survey Implementation
Rea & Parker Research worked in close association with the OCTA staff to develop the survey instrument. Rea
& Parker Research supervised the translation of the survey into Spanish and Vietnamese. After several iterations
of the survey, it was approved by the OCTA staff and used in a pilot survey. The pilot survey was conducted at
three bus stops, agreed upon by OCTA staff. Rea & Parker Research administered the survey in person to those
waiting for their bus in order to obtain immediate feedback. Based upon this pilot study, Rea & Parker Research
made only minor adjustments to the survey form and the survey was finalized.
Rea & Parker Research professionally formatted the survey instrument (three languages) and sent the surveys to
OCTA for mass printing. The printed surveys were delivered to Rea & Parker Research for processing and
ultimate distribution at the bus stops. A copy of the survey instrument in English is contained in A ppendix B.
Results of the survey in topline/data sheet form are entered onto that sample survey instrument.
Survey personnel were positioned at each bus stop between the hours of 5am and 7pm on weekdays and 7am-to5pm on one Saturday and one Sunday during the initial survey period of October 24, 2011 to November 9, 2011.
Additional surveys were distributed at a handful of stops between November 28, 2011 and December 1, 2011 in
order to supplement lower than desired returns. More details regarding survey implementation are presented in
A ppendix A.
Data A nalysis
Rea & Parker Research retrieved returned surveys from the U.S. Post Office and then proceeded to enter the data
into Statistical Package for the Social Sciences (SPSS) version 18. T able 1-1 shows the margin of error for the
entire sample of 1,954 as well as the margins of error at the 95 percent confidence level. The margin of error for
the overall sample is +/- 2.0 percent at the 95 percent level of confidence.
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 1 METHODOLOGY T able 1-1
Sample Sizes and Associated M argins of E r ror
O verall Sample and Supervisorial Districts Sample Size
M argin of E r ror
O verall Sample
1,954
+/-.020
District 1
754
+/-.033
District 2
300
+/-.051
District 3
244
+/-.059
District 4
553
+/-.038
District 5
103
+/-.093
Individual analyses within the supervisorial districts contain margins of error ranging from +/- 3.3 percent in
District 1 to +/- 9.3 percent in District 5. These differences by district are due to varying sample sizes among the
districts. Detailed charts depicting responses to the survey for each district are contained in A ppendix A.
Comparability of the 2011 Survey Results and the 2007 Survey Results
A handful of charts have been prepared throughout the report that display differences between the 2011 and 2007
results; however, the direct comparability of the 2011 and 2007 survey results is potentially problematic. The data
for the 2007 and 2011 surveys were collected from different sources. In the 2007 survey, respondents were
selected from certain designated routes including contract routes, OCTA-operated routes, local routes, community
routes, StationLink routes, express routes and OC Express routes. The 2007 methodology was designed to be
inclusive of the OCTA bus system and it was planned that all major routes be represented in proportion to their
ridership. A major objective of this survey was to compare satisfaction and perspectives between the contractoperated routes and the OCTA-operated routes. In the current 2011 survey, respondents were selected from bus
riders who were waiting for their bus at designated bus stops that were selected by OCTA to be representative of
each supervisorial district and proportionate in their boarding totals to district populations. Bus riders, therefore,
were not included in the survey in a manner that was representative of bus routes²just as 2007 did not seek to be
representative of the population by supervisorial district. The selection of respondents for the 2011 survey was
based on estimated boardings at the designated stops and is representative specifically of those passengers who
board at those stops. Thus, any comparisons between the 2011 and 2007 survey results must be qualified in
accordance with the considerations explained above.
In addition to the Executive Summary, this report is divided into eight content areas as follows:
1. Survey Methodology
2. Satisfaction with Bus Service
3. General Bus Usage
4. Bus Usage Information Specifically Pertaining to Current Bus Trip
5. Sources of Information about OCTA Bus Service
6. Fare Payment
7. Demographics
8. Conclusions and Recommendations
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 2 METHODOLOGY Charts have been prepared for each question in the survey and each section of the report. Charts that are
considered critical to the primary findings of the study are located in the body of the report; others are located in
A ppendix C as supplemental information for convenience and reference. In addition, relevant and statistically
significant crosstabulations are also charted and presented within appropriate sections in the body of the report
and in A ppendix C where deemed not critical to the fundamental report findings.
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 3 SATISFACTION Section 2: Satisfaction with Bus Service
The first five questions in the survey were designed to elicit opinions regarding satisfaction with OCTA bus
service. Respondents were asked about their overall satisfaction with bus service as well as their satisfaction with
various characteristics of bus service. Further, they were asked to indicate how important these characteristics are
in contributing to their overall satisfaction. Respondents were asked how bus service may have changed over the
past 12 months and they were invited to suggest areas of improvement in bus service. The results are presented
for the 5 supervisorial districts in Orange County. Where data are available and applicable, the Charts include
comparisons with the current 2011 results and the results of the bus satisfaction study in 2007. Finally, selected
statistically significant relationships are presented in order to explain satisfaction and dissatisfaction with bus
service in more depth and detail.
O verall Satisfaction and C hange in Perception about Bus Service:
C hart 2-1 shows that respondents are highly satisfied with OCTA bus service. Specifically, 80 percent are either
very satisfied (40 percent) or somewhat satisfied (40 percent). This level of satisfaction is consistent with the
2007 study where 82 percent of respondents were either very satisfied or somewhat satisfied. This degree of
satisfaction compares very favorably with a study referenced later in this section done by Rea & Parker Research
for the Los Angeles County Metropolitan Transportation Authority in which the overall satisfaction showed 56
percent rating the service as good or excellent. In comparison to a smaller system, a recent Omnitrans on-board
survey showed an 81 percent positive satisfaction rating with an additional 13 percent responding that they were
neutral in their satisfaction. The mean levels of satisfaction also show general consistency between the current
survey and the 2007 survey, with a slight decline in satisfaction (2011: mean of 1.96; 2007: mean of 1.81 on a
scale of 1-5, where 1 is very satisfied and 5 is very dissatisfied). By ethnicity, C hart 2-2 shows that Hispanics
(mean of 1.88) are considerably more satisfied with OCTA bus service than are African-Americans (mean of
2.24), with Caucasians and Asians in between those two ethnic groups.
C hart 2-3 indicates the statistically significant sub-groups of bus riders who are dissatisfied with bus service.
African-American respondents (20 percent) are most dissatisfied with bus service followed by those who cannot
afford to purchase/maintain an automobile (18 percent).
C hart 2-4 shows that 32 percent of respondents feel that bus service has gotten better over the past 12 months
and that 18 percent perceive that bus service has worsened in the last 12 months. C hart 2-5 indicates that among
those who are dissatisfied with bus service, 44 percent feel that bus service is worse than it was 12 months ago.
Among respondents who are not dissatisfied with bus service, only 5 percent feel that service is worse than it was
12 months ago. It appears as if this less positive view of OCTA bus service may be driven in part by a perceived
recent service decline. C hart 2-6 displays the significant subgroups who indicate that bus service is worse than it
was 12 months ago. These include respondents with a post-graduate degree (28 percent) followed by AfricanAmerican respondents and those whose trip purpose revolves around personal errands (each 25 percent).
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 4 SATISFACTION Question 1: How satisfied are you with the current bus transportation services?
Chart 2-­‐1
Overall Satisfaction with Current Bus Service
Scale 1 (Very Satisfied) -­‐to-­‐ 5 (Very Dissatisfied) 2011: Mean = 1.96-­‐-­‐-­‐2007: Mean = 1.81
50%
48%
45%
40%
2011
2007
40%
40%
34%
35%
30%
25%
20%
15%
10%
10%
8%
8%
5%
5%
4%
3%
0%
Very Satisfied Somewhat Satisfied
Neutral
Somewhat Dissatisfied
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Very Dissatisfied
Page 5 SATISFACTION Question 1: How satisfied are you with the current bus transportation services?
Chart 2-­‐2
Mean Satisfaction Ratings by Ethnicity
1.80
1.90
2.00
2.10
2.20
2.30
2.40
1.88
2.04
1.99
2.24
Question 1: How satisfied are you with the current bus transportation services?
Chart 2-­‐3
Statistically Significant Dissatisfied Sub-­‐Groups of Bus Riders
20%
African American/Black
16%
4-­‐year College Degree or More
14%
Use Bus for Environment/Air Quality Reasons
15%
No Drivers License/Don't Drive
Cannot Afford to Purchase/Maintain Automobile
18%
0%
5%
10%
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 15%
20%
25%
Page 6 SATISFACTION Question 2: Would you say the bus transportation services are better, worse, or the same as twelve
months ago?
Chart 2-­‐4
Change in Bus Service Quality Compared to 12 Months Ago
Worse, 18%
Better, 32%
Same, 50%
Question 2: Would you say the bus transportation services are better, worse, or the same as twelve
months ago?
Chart 2-­‐5
Percentage Who Indicate That Bus Service is Worse than 12 Months Ago by Current Dissatisfaction/Satisfaction
44%
50%
40%
30%
20%
5%
10%
0%
Dissatisfied
Not Dissatisfied
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 7 SATISFACTION Question 2: Would you say the bus transportation services are better, worse, or the same as twelve
months ago?
Chart 2-­‐6
Statistically Significant Sub-­‐Groups of Bus Riders Who Think Bus Service is Worse than 12 Months Ago
Caucasian
23%
African-­‐American/Black
25%
Post-­‐Graduate Degree 28%
4-­‐Year College Degree
22%
Some College
22%
Age 45-­‐64
22%
English and Vietnamese Language
20%
Trip Purpose: Social/Recreation
20%
Trip Purpose: Personal Errands
25%
Ride Less Often Than 12 Months Ago
23%
Four or More Years Riding OCTA Buses
0%
21%
5%
10%
15%
20%
25%
30%
Satisfaction with Individual F eatures of Bus Service:
C hart 2-7 indicates the level of satisfaction associated with various features of bus service. In the current survey,
respondents are most satisfied (either very satisfied or somewhat satisfied) with closeness of bus stop to home (80
percent), information in bus book (77 percent), and closeness of bus stop to destination (76 percent). These are
followed closely by safety on the bus (75 percent) and cleanliness of the bus (73 percent). The features that
received the lowest satisfaction ratings were frequency/wait time (43 percent) and information at bus stops (54
percent). The ratings for these features are higher in the 2007 survey ± 57 percent and 71 percent respectively).
Again, these individual features compare very well to other studies. The MTA study discussed above had lower
ranges of satisfaction among its features (43 percent-to-67 percent) and another Rea & Parker Research study for
Riverside Transit Agency in 2007 exhibited a pattern similar to OCTA, with a range of 56 percent-to-79 percent.
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 8 SATISFACTION Question 3: Thinking about your most recent bus trips, on a scale of one to five where 1 means very
satisfied and five means very dissatisfied, how would you rate the following items?
Chart 2-­‐7
Percentage Satisfied with Individual Features of Bus Service
80%
77%
Closeness of Bus Stop to Home
Information in Bus Book
Closeness of Bus Stop to Destination
76%
Safety on Bus
75%
73%
Cleanliness of Bus
71%
Bus Driver Knowledge of Service
69%
Bus Driver Courtesy
67%
Accuracy of Telephone Information
Safety at Bus Stops
65%
Travel Time
64%
62%
Number of Transfers
61%
Reliability of Transfer Connections
58%
Cost of Riding
55%
On-­‐Time Performance
54%
Information at Bus Stops
43%
Frequency/Wait Time
0% 10% 20% 30% 40% 50% 60% 70% 80% 90%
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 9 SATISFACTION C hart 2-8 displays the mean satisfaction ratings for the individual bus features. These means are based on a scale
of 1 to 5, where 1 = very satisfied, 2 = somewhat satisfied, 3 = neither satisfied nor dissatisfied, 4 = somewhat
dissatisfied, and 5 = very dissatisfied. The results parallel the data in C hart 2-7 indicating that respondents
perceive the greatest level of satisfaction with closeness of bus stop to home and information in bus book (both
with means of 1.83). Respondents accord the least satisfaction to frequency/wait time (2.92).
Question 3: Thinking about your most recent bus trips, on a scale of one to five where 1 means very
satisfied and five means very dissatisfied, how would you rate the following items?
Chart 2-­‐8
Mean Satisfaction Ratings for Individual Bus Service Features
Scale 1 (Very Satisfied) -­‐to-­‐ 5 (Very Dissatisfied)
Closeness of Bus Stop to Home
Information in Bus Book
Closeness of Bus Stop to Destination
Safety on Bus
Cleanliness of Bus
Accuracy of Telephone Information
Bus Driver Knowledge of Service
Bus Driver Courtesy
Safety at Bus Stops
Number of Transfers
Reliability of Transfer Connections
Travel Time
Cost of Riding
Information at Bus Stops
On-­‐Time Performance
Frequency/Wait Time
1.83
1.83
1.93
1.99
2.02
2.06
2.08
2.14
2.25
2.32
2.32
2.34
2.53
2.56
2.60
2.92
1
2
3
4
5
T able 2-1 GHSLFWVWKRVHEXVURXWHVIRUZKLFKWKHUHZHUHDWOHDVWUHVSRQGHQWVWRWKHVXUYH\DQGZKLFKURXWH¶V
boarding patrons are least satisfied (differ significantly from mean for all routes) with OCTA bus service overall
and by individual bus service features.
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 10 SATISFACTION Table 2-­‐1 Bus Routes Exhibiting Lowest Degree of Satisfaction with OCTA Bus Service Scale : 1 = Very Satisfied-­‐-­‐-­‐-­‐5 = Very Dissatisfied Bus Feature Mean for All Bus Routes Lowest Satisfaction (mean) Overall 1.96 Route 37 (2.29) Route 26 (2.14) Route 29 (2.12) Closeness of Bus Stop to Home 1.83 Route 26 (1.96) Information in Bus Book 1.83 Route 54 (1.96) Route 167 (1.96) Closeness of Bus Stop to Destination 1.93 Route 83 (2.14) Route 64 (2.11) Safety On-­‐Board Bus 1.99 Route 57 (2.14) Cleanliness of Bus 2.02 Route 60 (2.24) Route 29 (2.22) Route 167 (2.19) Accuracy of Telephone Customer Information 2.06 Route 37 (2.28) Route 26 (2.18) Route 83 (2.18) Route 57 (2.17) Bus Driver Knowledge 2.08 Route 167 (2.37) Bus Driver Courtesy 2.14 Route 167 (2.52) Route 29 (2.29) Route 57 (2.29) Route 71 (2.26) Safety at Bus Stops 2.25 Route 57 (2.54) Route 167 (2.48) Route 54 (2.35) Number of Transfers 2.32 Route 143 (2.60) Route 167 (2.44) Reliability of Transfer Connections 2.32 Route 37 (2.81) Route 143 (2.78) Route 29 (2.58) Route 26 (2.54) Travel Time 2.34 Route 37 (2.89) Route 167 (2.59) Cost 2.53 Route 57 (2.91) Route 54 (2.89) Information at Bus Stops 2.56 Route 71 (2.81) Route 167 (2.78) Route 26 (2.75) Route 143 (2.70) On-­‐Time Performance 2.60 Route 167 (2.92) Route 26 (2.85) Route 37 (2.82) Route 57 (2.80) Route 54 (2.79) Route 29 (2.70) Frequency/Wait Times 2.92 Route 37 (3.19) Route 26 (3.19) O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 11 SATISFACTION Those bus routes that show dissatisfaction to the greatest extent for individual features are Route 167 (listed for
nine of the sixteen individual features), Route 57 (six features), Route 26 (six features), and Route 37 (five
features). Route 26 and Route 37 are also ranked low in overall satisfaction, and Route 57 is also low, but not
quite as low as those indicated in T able 2-1. On the other hand, Route 167 showed a better-than-average overall
satisfaction (1.93) and yet indicates the greatest number of individual features with which it is dissatisfied. This is
an anomalous combination of rankings that might merit additional investigation.
Importance of Individual Bus F eatures:
C hart 2-9 displays the mean importance ratings for the individual bus features. These means are based on a scale
of 1 to 5, where 1=very important, 2=somewhat important, 3=neither important nor unimportant, 4=somewhat
unimportant, and 5=very unimportant. All features are considered to be important, and there is not much
variation among them regarding the importance ratings that riders provided, but respondents did accord the
greatest level of importance to safety on the bus (mean of 1.47) and on-time performance (mean of 1.49).
Respondents feel that the following features are less important to them: number of transfers (mean of 1.80),
information at bus stops (mean of 1.77), and accuracy of telephone information (mean of 1.75).
Question 4:
Now we would like to know how important these items are to your overall satisfaction with bus
service. On a scale of one to five, where 1 means very important and 5 means not at all
important, how would you rate these same items in terms of their importance to you?
Chart 2-­‐9
Mean Importance Ratings for Individual Bus Service Features
Scale 1 (Very Important) -­‐to-­‐ 5 (Very Unimportant) 1.47
1.49
1.54
1.55
1.56
1.58
1.58
1.59
1.59
1.60
1.60
1.66
1.69
1.75
1.77
1.80
Safety on Bus
On-­‐Time Performance
Safety at Bus Stops
Information in Bus Book
Closeness of Bus Stop to Destination
Cost of Riding
Closeness of Bus Stop to Home
Frequency/Wait Time
Travel Time
Cleanliness of Bus
Bus Driver Knowledge of Service
Reliability of Transfer Connections
Bus Driver Courtesy
Accuracy of Telephone Information
Information at Bus Stops
Number of Transfers
1
2
3
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 4
5
Page 12 SATISFACTION Suggested A reas of Improvement for O C T A Bus Service:
Respondents were asked to select up to three areas in which OCTA should make improvements to bus service.
C hart 2-10 shows the percentages of respondents who mentioned each particular improvement. Frequency of
service (52 percent) and overcrowding inside buses (44 percent) top the list. These areas of improvement are
followed by increased weekend service (35 percent) and increased evening service (32 percent).
Question 5: Besides price, please check up to three areas listed below in which O C T A should make
improvements to bus service
Chart 2-­‐10
Suggested Improvements to OCTA Bus Service
(Respondents could select up to three choices-­‐-­‐percentages represent proportion of all respondents who mentioned that particular improvement)
0%
20%
40%
60%
52%
Frequency of Service
44%
Overcrowding Inside Buses
35%
Increased Weekend Service
32%
Increased Evening Service
25%
Bus Driver Courtesy and Professionalism
19%
Security and Safety at Bus Stops
13%
Security and Safety On Bus
Comfort of Bus Seating
12%
Transfer Connections
12%
7%
Bus Service to Parts of OC Not Covered
Customized Bus Service to Major Activities
Directness of Service
5%
Customer Information
5%
Security and Safety at Transit Centers
5%
More Express Service Within County
5%
More Express Service to Neighboring ͙
5%
Security and Safety at Park and Ride
Other
6%
3%
4%
Other includes Improved on-­‐time performance, Bus Stop improvements, Cleaner buses, Improved bicycle racks
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 13 SATISFACTION Satisfaction-Importance Q uadrant A nalysis:
Levels of satisfaction can be mapped on a chart with importance such that satisfaction is graphically measured
against how important an issue is in four cells as follows:
The upper-right quadrant represents features that display both high satisfaction and high importance.
That is, respondents are not only satisfied with the characteristics of bus service in this quadrant but they
also regard these characteristics as highly important. In these areas of service, OCTA is responding well
to its clientele.
The lower-right quadrant represents features that display high satisfaction, but have a lesser degree of
importance. These features might be considered ones that are over-provided and could be reduced
somewhat in reallocating resources to other quadrants ± especially the two upper quadrants.
The lower-left quadrant represents features that have both less satisfaction and less importance. Because
these features are of relatively low importance, efforts to improve these characteristics will have a
relatively minor impact on overall satisfaction.
The upper-left quadrant represents features that are accorded a lower level of satisfaction but are of high
importance. The upper-left quadrant is critically important because it contains those bus features that are
important to bus riders but are not as adequately provided as other features. It is these features that can
increase satisfaction to the greatest extent.
C hart 2-11 is a satisfaction-importance quadrant analysis for OCTA bus features. The quadrants are divided by
the overall mean for satisfaction (2.23) based on all bus features and the overall mean for importance (1.61) also
based on all bus features. Individual characteristics are plotted by their mean satisfaction ratings (C hart 2-8) and
mean importance ratings (C hart 2-10). The farther a characteristic is from each mean line, the more deeply
entrenched it is in that particular quadrant. It is important to note at this juncture that satisfaction and importance
ratings by OCTA bus riders are high for almost all features. This quadrant analysis, however, is an examination
in relative terms in order to show the very best and potentially most influential features that can be addressed by
OCTA.
The following bus features are found in the upper-right quadrant representing both a high level of satisfaction as
well as a high importance rating. These are the core features that make OCTA a popular and successful provider
of transportation services.
Safety on bus
Closeness of bus stop to destination
Information in bus book
Bus driver knowledge of service area
Cleanliness of bus
Closeness of bus stop to home
The following bus features are found in the upper left quadrant representing a lower level of satisfaction but a
high rating on importance. It is in these areas that investment in service improvements could be highly effective
in increasing the level of bus satisfaction.
On-time performance
Safety at bus stops
Frequency/wait time
Cost of riding
Travel time
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 14 SATISFACTION Examining this critical quadrant further by individual route reveals that certain routes greatly impact these service
IHDWXUHV¶ EHLQJ LGHQWLILHG LQ WKLV XSSHU-left quadrant. These routes, in particular, can be viewed as being the
primary routes upon which improvements might be targeted. T able 2-2 shows these important routes and the key
features that can be targeted for improvement on those routes that would greatly enhance satisfaction with OCTA
bus service. The table also shows bus stops to target for the safety at bus stops feature. These stops are identified
independently and are not connected to the routes shown for that feature. Bus Route 54 is indicated for all five
service features and Route 57 for four.
Table 2-­‐2 Key Bus Service Features to Improve that Would Enhance Satisfaction with OCTA Bus Service by Route Key Bus Stops to Target for Safety Key Bus Routes to Target for Service Service Feature Improvements (unrelated to routes Enhancement indicated) Cost of Riding 53 54 57 On-­‐Time Performance 26 43 54 57 Frequency/Wait Times 26 43 54 71 129 Safety at Bus Stops 29 Fullerton Transportation Center 54 Beach & La Habra 57 Chapman & Beach Travel Time 54 57 The following bus features are found in the lower right quadrant representing features that bus riders regard with a
high level of satisfaction but with lower importance. Investment in these areas is not likely to enhance
satisfaction and would not likely be cost-effective. Efforts to improve in these areas could probably be reduced
without significantly affecting the level of satisfaction.
Bus driver courtesy
Accuracy of telephone information
The following bus features are found in the lower left quadrant and represent features that are regarded with a
lower degree of importance and a lower degree of satisfaction. Since these features are regarded with less
importance, efforts to improve satisfaction in these areas would not likely be as fruitful an enterprise as would be
addressing those features in the upper-left quadrant.
Reliability of transfer connections
Information at bus stops
Number of transfers
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 15 SATISFACTION Chart 2-­‐11
Bus Features: Satisfaction-­‐Importance Quadrant Analysis
Scale 1 = Very Satisfied/Very Important-­‐-­‐-­‐5 = Very Dissatisfied/Very Unimportant
1.3
LOWER SATISFACTION-­‐-­‐HIGHER IMPORTANCE
1.4
I
m
p
o 1.5
r
t
a
n 1.6
c
e
HIGHER SATISFACTION-­‐-­‐HIGHER IMPORTANCE
Safety on Bus
On-­‐Time Performance
Safety at Bus Stops
Frequency/Wait Time
Cost of Riding
Travel Time
Reliability of Transfer Connections
Closeness of Bus Stop
to Destination
Bus Driver Knowledge of Service Area Cleanliness of Bus
Information in Bus Book
Closeness of Bus Stop to Home
Bus Driver Courtesy
1.7
Accuracy of Telephone Information
Information at Bus Stops
Number of Transfers
1.8
LOWER SATISFACTION-­‐-­‐LOWER IMPORTANCE
1.9
3
2.8
2.6
2.4
HIGHER SATISFACTION-­‐-­‐LOWER IMPORTANCE
2.2
S a t i s f a c t i o n
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 2
1.8
Page 16 1.6
BUS USAGE INFORMATION: GENERAL Section 3: G eneral Bus Usage
This section explores various dimensions of bus usage including the frequency of bus use, the number of years
respondents have been riding OCTA buses, whether buses have passed them by, awareness and use of certain
programs, and the most important reasons respondents ride OCTA buses instead of using alternative modes of
travel. The data from the current survey are compared to the results from the 2007 survey where questions are
comparable. Also, information on bus usage is presented by supervisorial district. The next section of the report
will detail additional information about bus usage; however, for that section, the information is provided by the
respondent specifically for the one trip that they were making when they received the survey.
F requency of Bus Use:
C hart 3-1 shows that respondents are highly frequent users of the bus. Nearly all respondents (97 percent) use
the bus at least one day per week (82 percent ± 4-to-7 days per week and 15 percent 1-to-3 days per week). The
frequency of bus use has increased to some extent since 2007 where 73 percent used the bus 4-to-7 days per week
and 22 percent used the service 1-to-3 days per week.
Question 6: How often do you currently ride an O C TA bus? Would \RXVD\«
Chart 3-­‐1 Frequency of Bus Use
At least once per A few times per year or less, 2%
1-­‐3 days per month, 1%
week, 15%
4-­‐7 days per week, 82%
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 17 BUS USAGE INFORMATION: GENERAL With such a large percentage of riders using OCTA buses virtually every day (82 percent ride the bus 4 or more
days per week²C hart 3-1), there is an interest in what factors might distinguish these riders from those who ride
less frequently. Statistically significant relationships associated with frequency of bus use are presented below.
C hart 3-2 shows how employment status is related to frequency of riding the bus with 60 percent of the more
frequent riders tending to be employed either full time (38 percent) or part time (22 percent). Less frequent riders
are only 16 percent full-time and 19 percent part-time employed. Respondents who are less frequent riders (less
than 4 days per week) are more widely spread across the employment spectrum, especially among homemakers,
students and disabled residents.
Question 6: How often do you currently ride an O C TA bus?
Chart 3-­‐2
Employment Status by Frequency Riding 100%
90%
80%
70%
3%
3%
7%
8%
10%
12%
14%
15%
Homemaker
17%
60%
50%
Retired
Disabled -­‐ Unable to Work
Not Currently Employed
22%
16%
40%
Student -­‐-­‐ Not Working
Employed Part-­‐Time
30%
20%
19%
Employed Full-­‐Time
38%
16%
10%
0%
4-­‐7 Days per Week
Less Than 4 Days per Week
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 18 BUS USAGE INFORMATION: GENERAL C hart 3-3 indicates that there are significant differences in occupation by frequency of bus riding. More frequent
bus riders tend to be employed in the service industry (4- to -7 days per week ± 23 percent versus less than 4 days
per week ± 19 percent). Respondents in the hospitality industry tend to be more frequent bus users (4-to-7 days
per week ± 17 percent versus less than 4 days per week ± 10 percent). Conversely, homemakers/work at home
persons are infrequent bus riders (less than 4 days per week ± 12 percent versus 4-to-7 days per week ± 2 percent).
Question 6: How often do you currently ride an O C TA bus?
Chart 3-­‐3
Significant Differences in Occupational Categories by Frequency Riding
4-­‐7 Days per Week
0%
5%
Less Than 4 Days per Week
10%
15%
20%
25%
23%
Services
19%
17%
Hospitality (Hotels and Restaurants)
10%
13%
Retail
Homemaker/Work @ Home
Education
6%
2%
12%
2%
7%
C hart 3-4 displays statistically significant relationships between frequency of riding and trip purpose. The
dominant finding is that high frequency of riding is significantly related to the work trip (4-to-7 days per week ±
48 percent versus less than 4 days per week ± 21 percent). C hart 3-5 indicates that more frequent riders use a
greater number of transfers (4-to-7 days per week ± mean of 1.90 transfers per trip versus less than 4 days per
week ± mean of 1.65 transfers per trip).
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 19 BUS USAGE INFORMATION: GENERAL Question 6: How often do you currently ride an O C TA bus?
Chart 3-­‐4
Trip Purpose by Frequency Riding
4-­‐7 Days per Week
Less Than 4 Days per Week
48%
50%
45%
40%
35%
30%
21%
25%
20%
20%
16%
17%
14%
13%
12%
15%
8%
10%
10%
6%
5%
4% 3%
5%
2%2%
0%
Question 6: How often do you currently ride an O C TA bus?
Chart 3-­‐5
Mean Number of Transfers by Frequency Riding
1.90
1.90
1.85
1.80
1.75
1.65
1.70
1.65
1.60
1.55
1.50
4-­‐7 Days per Week
Less Than 4 Days per Week
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 20 BUS USAGE INFORMATION: GENERAL C hart 3-6 displays various statistically significant relationships that are related to frequency of bus use. For
example, higher frequency of bus use is significantly related to the inability to afford or maintain an automobile
(4- to -7 days per week ± 44 percent versus less than 4 days per week ± 36 percent), and older respondents tend to
be less frequent users of the bus (65 years of age and older: 4- to -7 days per week ± 10 percent versus 4- to -7
days per week ± 5 percent).
Question 6: How often do you currently ride an O C TA bus?
Chart 3-­‐6
Other Statistically Significant Differences by Frequency Riding
Less Than 4 Days per Week
4-­‐7 Days per Week
41%
Length of Ridership: Seven or More Years
46%
17%
13%
Length of Ridership: Less Than One Year
Ages: 65 and Older
Ages: 35-­‐54
Access to Credit Card
5%
10%
16%
21%
16%
12%
24%
28%
Some High School or Less
36%
Cannot Afford to Purchase or Maintain an Automobile
44%
0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50%
Y ears Riding O C T A Buses:
C hart 3-7 indicates that respondents in the current survey are long term riders of OCTA buses ± 62 percent have
been riders for at least 4 years. In fact, 45 percent have been using OCTA buses for seven years or more and
another 17 percent have been riding for four to seven years. It appears that loyalty in the form of long-term
ridership is growing.
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 21 BUS USAGE INFORMATION: GENERAL Question 8: F or how long have you used O C T A bus service?
Chart 3-­‐7 Years as Rider of OCTA Buses
Less Than one year, 13%
Seven or More Years, 45%
One to Three Years, 25%
Four to Seven Years, 17%
Primary Reason for Using O C T A Buses Instead of A lternative Modes:
C hart 3-8 shows that the most important reason respondents are riding OCTA buses instead of using alternative
modes is that they cannot afford to purchase or maintain an automobile (42 percent) followed by the lack of a
GULYHU¶VOLFHQVHRUWKHinability to drive (23 percent).
The following statistically significant demographic differences between respondents who ride the bus because
they cannot afford an automobile and those who do not drive RUGRQRWSRVVHVVDGULYHUV¶OLFHQVH are particularly
interesting:
Affordability issues confront older riders more significantly. The median age for those who ride because
of lack of affordability is 41 years old versus among those who do not drive, median age is 33 years old.
Student ± not working: lack of affordability is less of an issue for students and those not working (12
percent of students or not working riders) than is not driving (26 percent of those who are students or not
working)
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 22 BUS USAGE INFORMATION: GENERAL Those riders with incomes under $20,000 constitute 81 percent of those who cite lack of affordability
versus 68 percent of those whose not driving is the reason for riding the bus. Median incomes are
$10,000 for those who cannot afford an automobile and $13,000 for those who do not drive or have no
license.
Service (27 percent) and retail (17 percent) workers have affordability issues that are greater than not
driving/no license (20 percent and 12 percent, respectively). On the other hand, hospitality workers
demonstrate greater proportions of those who do not drive (19 percent versus 13 percent who cannot
afford an automobile).
Hispanics/Latinos are more likely to be among those who do not drive (64 percent) than among those who
cannot afford an automobile (58 percent).
Question 9: What is the primary reason, or most important reason, you ride the O C T A bus instead of
using other means of transportation?
Chart 3-­‐8
Most Important Reason to Ride OCTA Bus Instead of Alternative Mode
Save Money Riding Bus, 9%
No Drivers License/Don't Drive, 23%
High Gas Prices, 6%
Prefer Not to Drive, 4%
Car Not Working Currently, 4%
Environment/Air Quality, 3%
Other, 12%
Enjoy Riding Bus, 3%
Avoid Traffic Congestion, 2%
Better Use Time, 1%
Disability, 1%
Other, 1%
None of Above, 1%
Cannot Afford to Purchase/Main-­‐
tain Automobile, 42%
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 23 BUS USAGE INFORMATION: GENERAL Awareness and Use of Certain O C T A Programs and Services:
C hart 3-9 GLVSOD\VWKHUHVSRQGHQWV¶OHYHORIDZDreness regarding certain OCTA services and programs, with 43
percent aware of the OCLink All-Day Bus & Rail Pass and 10 percent have used this pass. With regard to the
Orange County Fair Express service, 33 percent are aware of the service and 6 percent have used the service.
Nearly one-fourth (24 percent) of the current 2011 respondents are aware of the Transit System Study that was
undertaken by OCTA just prior to the study at hand.
Question 22-24: F or each of the programs and services listed below, please tell us if you are aware of that
particular O C T A program or service.
Chart 3-­‐9 Awareness and Use of...
43%
45%
40%
33%
Ever Used:
OCLInk = 10%
OC Fair Express = 6%
35%
30%
24%
25%
20%
15%
10%
5%
0%
OCLink
Orange County Fair Express
Transit System Study
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 24 BUS USAGE INFORMATION: CURRENT TRIP Section 4: Bus Usage Information Pertaining Specifically to C ur rent Bus T rip
This section of the report includes information about the OCTA bus trip during which the respondent was handed
the survey. This information includes the bus route the potential respondent was about to board when they were
KDQGHGWKHVXUYH\WKHPDLQSXUSRVHRIWKHUHVSRQGHQW¶VWULSWKHQXPber of transfers utilized during the trip, the
time spent in completing the trip and other travel modes used in completing the trip. Again, where applicable, the
data are compared to the survey trips in 2007. Information in the current survey is presented by supervisorial
district in A ppendix D.
O C T A Bus Routes Used:
C hart 4-1 indicates that 29 percent of respondents received their survey form when they were about to board
OCTA Route 43 (16 percent) and Route 57 (13 percent). The next tier of routes includes Route 53 (7 percent)
and Routes 64 and 66 (each 6 percent).
Question 13: Which O C TA bus route were you about to board when you received this survey form?
Chart 4-­‐1
Major Bus Routes Traveled
18%
16%
16%
14%
13%
12%
10%
8%
6%
4%
7%
6% 6%
5% 5%
4% 4%
3% 3% 3%
3% 3%
2%
2% 2% 2%
0%
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 25 BUS USAGE INFORMATION: CURRENT TRIP T rip Purpose:
C hart 4-2 shows that the dominant purpose of their OCTA bus trip is work (43 percent) followed by personal
errands (16 percent) and college/trade school (12 percent). In 2007, work was even more dominant as a trip
purpose (53 percent)²again reflecting the economic downturn since 2007. Recreational/social trips were also
more prevalent in 2007 (2007: 10 percent versus 2011: 6 percent). In the current survey, there are more personal
errands/personal business trips and health/doctor trips than in 2007 (personal errands: 2011 -- 16 percent versus
2007 -- 9 percent; health/doctor: 2011 -- 9 percent versus 2007 -- 5 percent).
Question 14: Where are/were you going on this trip? OR If you are/were going home, where did you come
from?
Chart 4-­‐2
Trip Purpose
2011
2007
60%
53%
50%
43%
40%
30%
20%
16%
12%
10%
9%
9%
10%
8%
9%
5%
10%
6%
9%
4%
2%
0%
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 26 BUS USAGE INFORMATION: CURRENT TRIP T ransfers M ade on Bus T rip:
C hart 4-3 shows that, in the current survey, the mean number of transfers made by respondents on their OCTA
trip was 1.86. This represents a higher level than the mean number of transfers made on the survey trip in 2007
which was 1.20. It is, however, important to remember that the two samples (2007 and 2011) are not the same
and that over-reliance on these differences is not completely appropriate. In 2007, a greater percentage of
respondents made no transfer (24 percent in 2007 versus 17 percent in 2011) and a greater percentage made only
one transfer (40 percent in 2007 versus 21 percent in 2011). On the other hand, 36 percent of respondents made 2
transfers in 2011 while in 2007, only 27 percent made 2 transfers.
Question 15: How many total transfers will/did you make during this trip from where you started to your
final destination?
Chart 4-­‐3
Transfers Made on Bus Trip
2011
40%
40%
2007
2011 Mean Number
of Transfers = 1.86
36%
2007 Mean Number
of Transfers = 1.20 35%
27%
30%
24%
25%
20%
21%
2007 reported maximum
category of 3 or more
17%
15%
15%
11%
9%
10%
5%
0%
No Transfers
1 Transfer
2 Transfers
3 Transfers
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 4 or more Transfers
Page 27 BUS USAGE INFORMATION: CURRENT TRIP O ther T ransportation Modes Used to Complete T rip:
Respondents were asked what other transportation modes were used to complete their survey trip and they were
permitted to indicate more than one mode as necessary to describe their trip. C hart 4-4 indicates that 60 percent
of respondents complete their trip by walking 2 or more blocks. Another 29 percent use other OCTA buses to
complete their trip. These dominant modes are followed by the use of a bicycle (13 percent) and carpools (7
percent).
Question 16: Other than the bus you are on now or were on after you were handed the survey, what
other travel modes did you or will you use to complete that trip?
Chart 4-­‐4
Other Transportation Modes Used to Complete Trip
Walk 2 or More Blocks
13%
Bicycle
7%
Carpool
Metrolink Train
5%
Other Bus System
5%
Amtrak Train
2%
Vanpool
2%
ACCESS
1%
Stationlink Bus
1%
Motorcycle
1%
Other Modes
1%
0%
Other Bus Systems include:
LA Metro 2%
Foothill Transit 1%
Long Beach Transit 1%
4%
Drive Self By Car
60%
29%
Other OCTA Bus
Other Modes: Walk less than 2 blocks, skateboard,
wheelchair
10%
20%
30%
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 40%
50%
60%
Page 28 BUS USAGE INFORMATION: CURRENT TRIP T ravel Time for Bus T rip:
C hart 4-5 shows that the median travel time for the 2011 survey trip was 1 hour and 30 minutes and the mean
travel time is 1 hour and 40 minutes. Of the respondents, 31 percent made trips longer than 2 hours.
Question 17: How much time would you estimate you have spent or will spend completing this trip ±
start to finish ± from where you started to your final destination, including all transfers to and from
other transit systems, if applicable?
Chart 4-­‐5 Total Travel Time for Bus Trip 2011 Mean Travel Time = 1 hour 40 minutes
2011 Median Travel Time = 1 hour 30 minutes
2 hours -­‐
2 hours 59 minutes, 19%
3 hours or more, 12%
Less than 30 minutes, 8%
1 hour -­‐
1 hour 29 minutes, 23%
1 hour 30 minutes-­‐
1 hour 59 minutes, 19%
30-­‐59 minutes, 19%
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 29 INFORMATION ABOUT OCTA BUS SERVICE Section 5: Information about O C T A Bus Service
This section pursues sources of information where respondents obtain information about OCTA bus service.
Respondents also evaluate the effectiveness of various information sources. The findings from the current survey
are compared to the findings from the 2007 survey where questions are comparable. Also, the sources of
information and their evaluated effectiveness are presented by supervisorial district in A ppendix D.
Sources of Information:
Respondents were offered the opportunity to indicate any source of information about OCTA bus service that they
have used. C hart 5-1 indicates that printed bus books (84 percent) and information at bus stops (65 percent) are
the most prominent sources of information regarding OCTA bus service. The next most important sources are the
Telephone Customer Information Center (55 percent) followed by Text4Next and Information from the eBusbook
(both at 53 percent). Among these, only the information at bus stops is not rated among the most effective
sources of information. The least important sources of information are the Go511.com website (32 percent)
followed by social media and 511 (phone) ± both at 35 percent. C hart 5-2 shows that Hispanics use the
eBusbook less (50 percent) than do other ethnicities (range of 54 percent-Caucasians²to²60 percent-Asians).
C hart 5-3 displays the significant differences between all survey respondents and those who indicate that they do
not use any information sources at all about OCTA bus services. The following relationships stand out:
Income under $20,000: (14 percent more than all respondents do not use any information sources)
High school or less: (9 percent more than all respondents do not use any information sources)
Employed full or part time: (8 percent less than all respondents do not use any information sources)
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 30 INFORMATION ABOUT OCTA BUS SERVICE Question 10: Which of the following sources have you used for getting information about O C T A?
bus service?
Chart 5-­‐1
Sources of Information about OCTA Bus Service
Printed Bus Books
65%
Information at Bus Stops
55%
Telephone Customer Information Center (636 ͙
Text4Next (mobile texting for next bus schedules)
53%
Information from eBusbook (OCTA's website)
53%
51%
Inside Bus Advertising
On-­‐Bus Rider Alerts Flyers
48%
Trip Planner from OCTA's Website
47%
Outside Bus Advertising
42%
Special Promotional Service Brochure on Bus
42%
Google Transit Website
41%
OCTA Mobile Site
41%
38%
Email/Rider Alerts
511 (phone)
35%
Social Media (Facebook/Twitter)
35%
32%
Go511.com Website
Other
Don't Use Any of These Media
84%
17%
12%
Other includes bus drivers, friends and other riders
0% 10% 20% 30% 40% 50% 60% 70% 80% 90%
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 31 INFORMATION ABOUT OCTA BUS SERVICE Question 10: Which of the following sources have you used for getting information about O C T A?
bus service?
Chart 5-­‐2
Use of eBusbook by Ethnicity
57%
54%
60%
50%
60%
50%
40%
30%
20%
10%
0%
Question 10: Which of the following sources have you used for getting information about O C T A?
bus service?
Chart 5-­‐3
Statistically Significant Differences Between All Survey Respondents and Those Indicating That They Do Not Use Any Information Sources about OCTA Bus Services
20%
15%
Positive percentage indicates that category listed has a higher proportion who do not use any information sources.
10%
5%
0%
-­‐5%
-­‐10%
Hispanic/ Latino
Difference
4%
Income Under $20,000
14%
High Employed-­‐
Homema-­‐
School or -­‐Full or ker
Less
Part Time
9%
-­‐8%
4%
Retired
Occup Cat: Occup Cat: Occup. Hospitality
Retail
Cat: Home
3%
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 -­‐3%
-­‐4%
3%
Occup. Occup. Cat: Cat: Warehous
Construct
e
3%
3%
Page 32 INFORMATION ABOUT OCTA BUS SERVICE Prefer red L anguage:
C hart 5-4 shows that 61 percent of respondents prefer to receive bus information in English while 35 percent
prefer to receive this information in Spanish. In 2007, a somewhat greater percentage preferred English (67
percent) and a somewhat lower percentage preferred Spanish (32 percent). It is noteworthy that 23 percent of
respondents who completed a Spanish language survey prefer to receive information in English and, conversely,
20 percent of respondents who completed an English language survey would prefer to receive information in
Spanish.
Question 38: Among the languages you speak, which one do you most prefer for receiving bus?
information?
Chart 5-­‐4
Language Preferred for Bus Information
English
Spanish
2%
Tagalog
1%
Vietnamese
Other (Chinese and Korean predominantly)
1%
1%
32%
35%
67%
61%
2011
2007
Spanish is the majority of preferred languages on the following bus routes that were identified as major routes in
C hart 3-1: Route 66 (62 percent), Route 55 (61 percent), and Route 53 (54 percent). Route 57 (46 percent) and
Route 47 (40 percent) also show substantial degrees of Spanish language preference. Vietnamese was more
preferred by those boarding Route 64 and Route 167 (both 4 percent) than other routes, and Tagalog was
preferred more for Route 26 (4 percent) and Route 42 (3 percent).
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 33 INFORMATION ABOUT OCTA BUS SERVICE E lectronic Media:
C hart 5-5 reveals that 59 percent of respondents access electronic media through their cell phone, including 27
percent with smart phones. The second most accessed method of utilizing electronic media is by way of the
IQWHUQHWRQWKHUHVSRQGHQW¶VFRPSXWHU1 percent). The use of Facebook (23 percent) is third. Debit cards (25
percent) are nearly twice as utilized a form of electronic payment media as is the credit card (13 percent).
Question 25: Do you currently have access to these electronic media and payment methods?
Chart 5-­‐5 Access to Electronic Media
(Respondents could list all that apply)
60%
59%
50%
41%
40%
30%
25%
Other Social Media
include Google+, My Space, You Tube, Yahoo
23%
20%
13%
13%
10%
6%
10%
4%
3%
0%
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 34 INFORMATION ABOUT OCTA BUS SERVICE C hart 5-6 displays the electronic media most preferred by respondents for scheduling and route information.
The percentages are weighted in accordance with respondent rankings of their first and second choices. It is
noteworthy that the electronic media preferred by respondents for obtaining information about OCTA services is
somewhat consistent with the electronic media that they access generally (see C hart 6-8). For example, the cell
phone is the most popular media for obtaining this information (46 percent) followed by using the Internet on the
UHVSRQGHQW¶VFRPSXWHUSHUFHQW)DFHERRNSHUFHQWKRZHYHULVQRWYLHZHGDVDPDMRUHOHFWURQLFPHGLD
for finding out about scheduling and route information; however, the preference for information by cell phone and
the 27 percent of riders who have Android phones, iPhones, or other smart phones would indicate that Facebook
or even Twitter can indeed be viable media for transmitting information to riders.
Question 26: Through which of these electronic media would you most prefer to receive scheduling and route
information?
Chart 5-­‐6
Electronic Media Preferred for Scheduling and Route Information
(Weighted for Respondent Choices Ranked 1 and 2)
Internet on my Computer, 28%
Android Phone, 10%
Facebook, 6%
iPhone, 6%
Other Smart Phone, 2%
Other, 4%
Twitter, 1%
Other Social Media, 1%
Cell Phone, 46%
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 35 FARE PAYMENT Section 6: F are Payment
The purpose of this section is to pursue how respondents paid for the survey trip and what methods of payment
they have used in the past. The use of bus passes (and lack of bus pass use) is addressed as well as preferences as
to where respondents would potentially like to purchase bus passes. Comparisons with data from the 2007 survey
are made where applicable. Information in the current survey is presented by supervisorial district in A ppendix
D.
F are Payment Modes:
C hart 6-1 indicates the method of fare payment for the survey trip. Of the respondents, 47 percent used cash to
pay their fare followed by 19 percent who used a regular 30-day pass and 13 percent who used a one-day pass --purchased on-board.
Question 18: How did you pay for this trip?
Chart 6-­‐1
Method of Fare Payment: This Trip
Regular 30-­‐Day Pass, 19%
One-­‐Day Pass-­‐-­‐
Purchased On-­‐
Board, 13%
Senior-­‐Disabled 30-­‐Day Pass, 7%
Youth 30-­‐Day Pass, 5%
Other, 12%
One-­‐Day Pass-­‐-­‐
Prepaid, 3%
Employer Pass, 2%
University Pass, 2%
Cash, 47%
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 36 FARE PAYMENT C hart 6-2 shows the payment methods for the current survey trip combined with other payment methods used by
OCTA bus patrons on previous OCTA bus trips. The dominant majority have paid their fare, at one time or
another, in cash (85 percent) followed by those who have paid their fare through a one-day pass ± purchased onboard (63 percent) and by those who have paid through a regular 30-day pass (46 percent).
Question 19: Please indicate if you have ever used any of these other methods to pay for an
O C T A bus trip.
Chart 6-­‐2
Respondent Has Ever Paid by...
(Payment This Trip Combined with Other Payments Used)
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
85%
63%
46%
22%
13%
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 13%
Page 37 FARE PAYMENT A dditional Information about Bus Pass Use:
C hart 6-3 shows that three-fifths of the 25 percent of survey respondents (60 percent of those who have never
used a bus pass=15 percent of total respondents) indicate that they have never used a bus pass because they have
no need to do so and another 28 percent (7 percent of the total) have not made this purchase because they are not
aware of where to do so. Only 5 percent of respondents (1 percent of total) were dissuaded from purchasing a
bus pass by its cost.
Question 20: If you have never used any of the passes in Questions 18-19, please tell us why you have
not used any of these O C T A bus passes.
Chart 6-­‐3
Reason for Never Having Used Bus Pass
25% have never used bus pass
Other (not specified or minor mention), 7%
Too Costly, 5%
Not Aware of Where to Purchase, 28%
No Need, 60%
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 38 FARE PAYMENT C hart 6-4 shows that if respondents ever do purchase a bus pass, 66 percent would prefer to do so at retail
locations such as grocery stores and convenience stores.
Question 21: If you have ever purchased or plan to purchase a bus pass, where would you prefer to
purchase your O C T A bus pass?
Chart 6-­‐4
Preferred Location to Purchase Bus Passes
OCTA Store @ OCTA Headquarters, 8%
School, 6%
Employer, 5%
OCTA Website, 4%
Telephone (636-­‐
RIDE), 2%
On-­‐Board Bus, 2%
Other, 15%
Check Cashing Outlet, 1%
Other (not specified or minor mention), 2%
Do Not Plan to Purchase Bus Pass, 4%
Retail Locations (grocery/convenie
nce stores), 66%
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 39 DEMOGRAPHICS Section 7: Demographics
This section portrays the demographic profile of the survey respondents. T able 7-1 depicts the basic
demographic characteristics of gender, ethnicity, age, household income, education, language of survey, and
major residential zip codes. T able 7-2 shows employment status, occupation, and major cities where respondents
work and attend school. Demographic information is compared to the 2007 profile of respondents where
applicable. It is, however, important to remember that the two samples (2007 and 2011) are not the same and
that over-reliance on these differences is not completely appropriate. The demographic profile of survey
respondents by supervisorial district is found in A ppendix D.
Table 7-­‐1 Basic Respondent Demographic Characteristics Characteristic 2011 Gender Male 44% Female 56% Ethnicity Hispanic/Latino 58% Caucasian 24% Asian/Pacific Islander 7% Black/African-­‐American 6% Mixed Ethnicities 3% Native American/Other 1% Middle Easterner and Other 1% Age Median 40 Household Income Under $10,000 44% $10,000 but under $20,000 29% Education Some High School or Less 28% High School Graduate 28% Some College/Technical School/Associate Degree 33% 4-­‐Year College Degree 8% Post Graduate Degree 3% Language of Survey English 72% Spanish 27% Vietnamese 1% Languages Spoken English 83% Spanish 54% Tagalog 3% Vietnamese 2% Major Residential Zip Codes 92703 8% 92704 7% 92701 7% 92805 5% 92707 5% O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 2007 n/a n/a 51% 34% 4% 8% 1% 1% 1% 31 30% under $20,000 23% 31% 34% 9% 3% n/a n/a n/a 88% 60% n/a n/a n/a n/a n/a n/a n/a Page 40 DEMOGRAPHICS Basic Demographic C haracteristics
As indicated in T able 7-1, the sample respondents overall are 44 percent male and 56 percent female. Of the
respondents, 58 percent are Latino/Hispanic followed by Caucasian (24 percent), Asian/Pacific Islander (7
percent) and African-American/Black (6 percent). The median age of respondents is 40 years old with 42 percent
45 years of age or older. It is clear that the sample respondents represent a low income population with 44
percent earning under $10,000 per year and another 29 percent with an annual income of $10,000 but under
$20,000. In 2007, only 30 percent reported income under $30,000. This difference will be explored further
following T able 7-2.
The educational level of the respondents shows a wide range, with 28 percent being high school graduates and 33
percent having attained some college education, technical training, or an Associate Degree. It is shown that 72
percent of all surveys returned were completed in English and that 27 percent were in Spanish, with 1 percent in
Vietnamese. The largest percentage of respondents live in zip code 92703 (8 percent) followed closely by zip
codes 92704 and 92701 (each with 7 percent). Additional details regarding these demographics can be found in
A ppendix B.
E mployment-Related Demographics
T able 7-2 shows the employment status of the survey respondents with 34 percent employed on a full time basis,
21 percent employed on a part time basis, and another 15 percent are students who are not employed. It is also
shown that the percentage of respondents who both work and attend school is 30 percent.
Respondents are employed to a great extent in three occupations/industries ± services (23 percent), hospitality (16
percent), and retail (12 percent). These three occupations/industries were also the dominant employers in 2007.
Services (19 percent) was less represented in 2007 and the construction industry had more representation in 2007
(7 percent) than it does in 2011 (3 percent), which is to be expected in the current real estate recession.
T able 7-2 also displays the primary cities where respondents work. One-third of respondents indicate that they
work in Anaheim (17 percent) and Santa Ana (16 percent). One-third (33 percent) of these respondents attend
school in Santa Ana followed by Fullerton (17 percent) and Anaheim (10 percent). Additional details regarding
these demographics can be found in A ppendix B.
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 41 DEMOGRAPHICS Table 7-­‐2 Characteristics of Employment and Occupation
2011
Characteristic Employment Status Employed Full-­‐Time 34% Employed Part-­‐Time 21% StudentͶNot Working 15% Not Currently Employed 13% Disabled ʹUnable to Work 8% Homemaker 4% Retired 4% Other 1% Both Work and Attend School 30% Occupation Services 23% Hospitality 16% Retail 12% Medical/Health 5% General Office 4% General Labor 4% Manufacturing 4% Homemaker 3% Construction 3% Finance/Insurance/Real Estate 3% Education 3% Sales 3% Engineering/Sciences 3% Warehouse 3% Arts/Entertainment/Amusement Park 3% Transportation/Utilities 2% Administration/Management 2% Cities Where Work Anaheim 17% Santa Ana 16% Irvine 8% Fullerton 7% Costa Mesa 7% Cities Where Attend School Santa Ana 33% Fullerton 17% Anaheim 10% Irvine 7% Mission Viejo 7% Costa Mesa 7% O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 2007
52% 16% 15% 5% 5% 3% 4% n/a n/a 19% 17% 14% 5% n/a n/a n/a n/a 7% n/a 3% 3% n/a n/a 4% 4% n/a 8% 10% 6% 5% 7% 16% 14% 4% 10% n/a 6% Page 42 CONCLUSIONS AND RECOMMENDATIONS It is clear from T able 7-2 that the income reduction between 2007 and 2011 is, in part explained by the present
economic distress that is felt in Orange County and elsewhere. That is, from 2007 to 2011, the percentage of
OCTA riders who are employed full-time has declined 35 percent²from 52 percent to 34 percent. Furthermore,
61 percent of OCTA riders who are working full-time are now earning less than $20,000 household income
annually. Unemployment among riders has increased by 160 percent²from 5 percent to 13 percent, and 67
percent of unemployed rider households are earning less than $10,000 annually in 2011. There has been a 60
percent increase in disabled riders²from 5 percent to 8 percent, with 57 percent of disabled riders earning less
than $10,000.
In addition, other bus patron surveys in Southern California since the 2007 Orange County survey show incomes
much more similar to this 2011 survey than to the 2007 survey. A survey of riders just completed by Omnitrans
in San Bernardino shows the same pattern of declining income, with 61 percent indicating household incomes of
less than $20,000 in the current survey and only 38 percent in 2007. An on-board survey conducted for Riverside
Transit by Rea & Parker Research in 2007 showed 53 percent of riders with incomes under $15,000.
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 43 CONCLUSIONS AND RECOMMENDATIONS Section 8: Conclusions and Recommendations
Overall satisfaction with OCTA bus service is very high ± 80 percent are satisfied. One-third feel that bus
service has gotten better over the past 12 months.
OCTA customers are frequent users of the bus ± over 80 percent use the bus 4-to-7 days per week.
Customers also tend to be long term riders, with over 60 percent riding for at least 4 years. Loyalty seems
to be growing among patrons, as these percentages have increased substantially from 2007.
The core areas that make OCTA a popular and successful provider of transportation services are as
follows: safety on the bus, closeness of bus stop to destination, information in bus book, bus driver
knowledge of service area, cleanliness of bus, and closeness of bus stop to home. These characteristics
are important to respondents and they are satisfied with the service quality in these area. It is important
that OCTA maintain a high level of service in these areas in order to ensure that high satisfaction levels
will be sustained.
There are some areas of service that are important to OCTA bus riders, but they are not as satisfied with
their quality of provision by OCTA as they are for other OCTA bus services. Investment in improving
these areas could have a substantial impact on increasing the overall satisfaction with OCTA bus service.
These characteristics include: on-time performance, safety at bus stops, frequency/wait time, cost of
riding, and travel time. OCTA is actively addressing customer issues regarding bus stop safety, and
sustained efforts in this direction are strongly encouraged. On-time performance can also be addressed
or, at least, mitigated with the provision of real-time information.
The printed bus book and information at bus stops are the most important sources of information about
bus service to the customer. OCTA may consider maintaining and even enhancing these sources of
information, as well as improving the quantity and timeliness of bus stop information ± an enhancement
that will help to resolve some of the lesser degree of satisfaction associated with this issue among bus
riders.
OCTA bus riders still dominantly pay their bus fare in cash. Over one-fourth of respondents who have
never used a bus pass did not purchase one because they were not aware of where to do so. Riders would
prefer to purchase passes at a retail store or grocery store. OCTA has an opportunity to increase bus pass
sales by educating and informing bus riders of the availability of bus passes and where and how to
purchase them.
Cell phones are the most favored media for obtaining information about OCTA scheduling and route
information. The provision of mobile applications and other internet services, for the purpose of providing
information to customers via cell phones and smart phones, may go a long way to assist customers in
attaining current and up-to-date information on bus service and schedules.
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 44 APPENDIX A: SUPPLEMENTAL METHODOLOGY INFORMATION A ppendix A
Methodology: Supplemental Information
T able A-1 was prepared by OCTA. It contains the bus stops to be surveyed, estimated boardings, and targeted
sample size that was to be obtained during the survey process. These targeted sample sizes are based upon a
presumed response rate of 12 percent. The total sample was to be 1,400. The actual survey achieved a response rate
of 18 percent; hence, the survey has almost 2,000 respondents.
C haracteristics of Returned Surveys
C hart A-1 shows the percentage of surveys returned and input by supervisorial district. The actual percentage of
surveys returned is compared to the pre-survey target for each district. It is clear that the actual percentage of surveys
returned in each district very closely approximates the percentage that was targeted. For example, in District 1, both
the actual return and the target are identical at 39 percent and in District 4, a district which shows the most difference
from the target (along with District 5), the actual return is 28 percent with a targeted return of 25 percent.
C harts A-2a through A-2e display the number of returned surveys distributed at each bus stop. There is a separate
chart for each supervisorial district. It is noteworthy that each stop in the survey is represented by completed surveys
that closely parallel the corresponding OCTA targets shown in T able A-1.
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 45 APPENDIX A: SUPPLEMENTAL METHODOLOGY INFORMATION T able A-1
O C T A Designated Sample Bus Stops
Stop ID DIR
6548
EB
6068
SB
5981
WB
6493
NB
5947
EB
6513
SB
6035
NB
6275
SB
2271
NB
On Street
MCFADDEN
BRISTOL
1ST
MAIN
1ST
MAIN
BRISTOL
FAIRVIEW
EUCLID
LOC
FS
FS
FS
FS
FS
NS
FS
FS
FS
Supervisorial District 1
At Street
Routes
HARBOR
66
17TH
51,57
MAIN
55,64
MCFADDEN
53
HARBOR
64
17TH
53,83,757
SUNFLOWER
55,57,76,173
WESTMINSTER
47
WESTMINSTER
37
Stop ID DIR
1285
NB
6891
SB
5107
SB
7116
EB
5189
EB
3002
SB
On Street
PARK
LEISURE WORLD
INTERIOR
CHAPMAN
WARNER
PACIFIC COAST
LOC
VNS
@
@
FS
OPP
OPP
Supervisorial District 2
At Street
Routes
19TH
43
GATE 1
42,60,211
DOCK 6
1
BEACH
54
PACIFIC
1,21,70,72
1ST
29
Stop ID DIR
7192
WB
5640
SB
7249
SB
3246
EB
3705
SB
On Street
EDINGER
TUSTIN
NEWPORT
CAMPUS
COLLEGE
LOC
FS
FS
FS
OPP
FS
Stop ID DIR
1963
NB
247
SB
486
WB
234
SB
1732
SB
4309
NB
On Street
FTC
HARBOR
LINCOLN
HARBOR
COMMONWEALTH
BEACH
LOC
FS
NS
FS
NS
FS
VFS
Supervisorial District 4
At Street
Routes
SANTA FE
26,143
EAST SHUTTLE AREA
43,83,430
STATE COLLEGE
42
LA PALMA
43
NUTWOOD
26
LA HABRA
29,129,143
Stop ID DIR
3984
SB
4851
EB
4475
NB
On Street
LHTC
COLLEGE
CROWN VALLEY
LOC
@
FS
FS
Supervisorial District 5
At Street
Routes
DOCK 5
83
COLLEGE DRIVE WEST 82,85,91,191
GOLDEN LANTERN
85,490
Est. Boardings Sample Size
981
116
632
76
538
65
531
64
468
56
465
56
429
52
376
45
163
20
Target Subtotal:
548
Est. Boardings Sample Size
453
52
306
35
265
32
217
26
205
25
196
23
Target Subtotal:
193
Supervisorial District 3
At Street
Routes
Est. Boardings Sample Size
JAMBOREE PLAZA
70,90,472,473
550
64
EAST VILLAGE WAY
24,46,50,71,167,213
276
31
1ST
60,64,71,79,167
194
22
UNIVERSITY CENTER
59,79,175,178,473
575
42
IRVINE CENTER
66,90,167,175
606
44
Target Subtotal:
203
Est. Boardings Sample Size
1080
121
588
66
398
45
383
43
333
38
327
37
Target Subtotal:
350
Est. Boardings Sample Size
406
27
1006
66
51
13
Target Subtotal:
106
Total:
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 1,400
Page 46 APPENDIX A: SUPPLEMENTAL METHODOLOGY INFORMATION Chart A-­‐1
Surveys Returned and Input by Supervisorial District
Actual
40%
Approximate Pre-­‐Survey Target
39% 39%
35%
28%
30%
25%
25%
20%
15%
14%
15%
13%
15%
8%
10%
5%
5%
0%
District 1
District 2
District 3
District 4
District 5
Chart A-­‐2a
Returned Surveys by Bus Stop-­‐-­‐Supervisorial District 1
n = 754
Fairview & Westminster, 49
Euclid & Bristol & Westminster, 30
Sunflower, 37
Bristol & 17th, 186
Main & 17th, 72
1st & Main, 76
McFadden & Harbor, 145
Main & McFadden, 78
1st & Harbor, 81
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 47 APPENDIX A: SUPPLEMENTAL METHODOLOGY INFORMATION Chart A-­‐2b
Returned Survey by Bus Stop-­‐-­‐District 2
n = 300
Warner & Pacific, 34
Leisure World @ Gate 1, 37
Pacific Coast Highway
& 1st, 15
Park & 19th, 93
Interior @ Dock 6, 42
Chapman & Beach, 79
Chart A-­‐2c
Campus & Returned Surveys by Bus Stop-­‐-­‐District 3
University n = 244
Center, 24
Newport & 1st, 29
Edinger & Jamboree Plaza, 90
College & Irvine Center, 36
Tustin & East Village Way, 65
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 48 APPENDIX A: SUPPLEMENTAL METHODOLOGY INFORMATION Chart A-­‐2d
Returned Surveys by Bus Stop-­‐-­‐District 4
Commonwealth & Nutwood, 43
Lincoln & State College, 71
n = 553
Harbor & La Palma, 63
Beach & La Habra, 100
Fullerton Transportation Center & Santa Fe, 158
Harbor & East Shuttle Area, 118
Chart A-­‐2e
Returned Surveys by Bus Stop-­‐-­‐District 5
n = 103
Crown Valley & Golden Lantern, 8
College & College Drive West, 33
Laguna Hills Transportation Center @ Dock 5, 62
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 49 APPENDIX A: SUPPLEMENTAL METHODOLOGY INFORMATION C hart A-3 indicates the time of day that returned surveys were distributed. The percentage of returned surveys
ranges from 9 percent in the late afternoon (5:00pm -7:00pm) to 21 percent in the early afternoon (noon ± 2:00pm).
This distribution represents a reasonable distribution of returned surveys during various hours of the day.
C hart A-4 shows the time of day that returned surveys were distributed by supervisorial district. The critical finding
from this chart is that returned surveys are represented in every time frame for each district. There are some
variations from district to district. For example, in District 5, returned surveys in the mid-afternoon time frame
(2:00pm to 5:00pm²37 percent) are greater than in the other Districts (range of 19 percent in District 3 to 23 percent
in Districts 2 and 4); however, the overall distribution by time, bus stop and supervisorial district is very
representative of the general population of riders at those bus stops.
Chart A-­‐3 Time of Day that Returned Surveys Were Distributed
Late Afternoon-­‐
Early Evening (5pm-­‐7pm), 9%
Early Morning (5am-­‐8am), 20%
Mid-­‐Afternoon
(2pm-­‐5pm), 22%
Mid-­‐Morning (8am-­‐10am), 15%
Early Afternoon (noon-­‐2pm), 21%
Late Morning (10am-­‐noon), 13%
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 50 APPENDIX A: SUPPLEMENTAL METHODOLOGY INFORMATION Chart A-­‐4
Time of Day of Survey Distribution for Returned Surveys
by Supervisorial District
100%
80%
60%
9%
21%
23%
6%
23%
20%
18%
12%
17%
19%
Late Afternoon-­‐Early Evening (5pm-­‐7pm)
23%
16%
37%
27%
19%
14%
40%
5%
15%
9%
10%
16%
13%
15%
26%
14%
24%
23%
Mid-­‐Afternoon (2pm-­‐
5pm)
Early Afternoon (noon-­‐
2pm)
12%
4%
Late Morning (10am-­‐
noon)
14%
Mid-­‐Morning (8am-­‐
10am)
16%
Early Morning (5am-­‐8am)
0%
District 1
District 2
District 3
District 4
District 5
C hart A-5 shows the day of week that returned surveys were distributed. During the weekdays, the number of
surveys returned narrowly range from 258 on Friday to 385 on Monday. Predictably, the weekend is lighter ±
144 on Sunday and 90 on Saturday. C hart A-6 shows the day of the week that returned surveys were distributed
by supervisorial district. In District 5, no surveys were distributed on Monday and Sunday.
Survey Implementation: Detailed Information
Rea & Parker Research positioned trained survey personnel at each of the designated 29 bus stops for at least one
day. Each bus stop was covered by a morning shift from 5am to 12noon and by an afternoon shift from 12noon
to 7pm. For weekdays, a total of 58 shifts were completed. Three bus stops were selected from the 29 stops for
Saturday survey distribution and three were selected for Sunday distribution. Each weekend bus stop was
covered by a morning and an afternoon shift as well for a total of 12 weekend shifts. Weekday and weekend
shifts sum to a total of 70 shifts for the entire survey project.
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 51 APPENDIX A: SUPPLEMENTAL METHODOLOGY INFORMATION Chart A-­‐5
Day of Week of Distribution for Returned Surveys
Total Surveys Returned and Input = 1,954
Sunday, 144
Saturday, 90
Monday, 385
Friday, 258
Tuesday, 353
Thursday, 364
Wednesday, 360
Chart A-­‐6
Day of Week that Returned Surveys Were Distributed by Supervisorial District
0
District 1
District 2
100
150
200
50
191
Monday
Wednesda
y
Saturday
Sunday
54
98
43
32
70
52
26
26
49
9
32
350
32 11
112
43
129
400
110
36
67
128
300
40
75
121
Thursday
Friday
44
199
Tuesday
District 3
250
6
42
35
42
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 52 APPENDIX A: SUPPLEMENTAL METHODOLOGY INFORMATION Survey personnel handed survey forms to bus riders who were waiting for a bus at the designated bus stops. Only
potential respondents, who appeared to be at least 13 years of age, were handed a survey form. Also, every
effort was made to determine if the potential respondent received the survey form at another bus stop or on
another day to avoid a respondent completing a survey more than once. At the discretion of the potential
respondent, a survey form could have been requested in English, Spanish, or Vietnamese. Along with the survey
form, the potential respondent was handed a pre-addressed, postage paid envelope to be used in mailing the
completed survey back to Rea & Parker Research. As an incentive for bus riders to complete the survey and
return it, they were promised two 1 day OCTA bus passes as a thank you for their assistance.
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 53 APPENDIX B: QUESTIONNAIRE & TOPLINE FREQUENCY PERCENTAGES Orange County Transportation Authority 2011 Bus Customer Satisfaction Survey For those who return a survey to us, you will be sent by mail two 1-­day OCTA bus passes as a thank you for your assistance. When you are finished, please fold the survey in half, place it in the envelope you were provided, and mail it back (postage paid) to our research team at Rea & Parker Research. Be certain to provide your name and address so that we can provide the bus passes to you. O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 54 APPENDIX B: QUESTIONNAIRE & TOPLINE FREQUENCY PERCENTAGES Orange County Transportation Authority 2011 Bus Customer Satisfaction Survey Introduction: <RXU KHOS LV QHHGHG IRU D UHVHDUFK VWXG\ DERXW 2&7$¶V EXV V\VWHP We are very interested in getting your opinions. The survey should take about 15 minutes to complete and all information collected will be confidential. For those participating who return a survey to us, you will be sent by mail two 1-­day OCTA bus passes as a thank you for your assistance. Please circle or place a checkmark next to your responses, as indicated. When you are finished, please fold the survey in half, place it in the envelope you were provided, and mail it back (postage paid) to our research team at Rea & Parker Research. Be certain to provide your name and address so that we can provide the bus passes to you. Thank you very much. SATISFACTION WITH OCTA BUS SERVICES 1. Overall, how satisfied are you with the current bus transportation services? SELECT ONE Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied ¥ 1 40% 2 40% 3 8% 4 8% 5 4% O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 55 APPENDIX B: QUESTIONNAIRE & TOPLINE FREQUENCY PERCENTAGES 2. Would you say the bus transportation services are better, worse or the same as twelve months ago?
¥ SELECT ONE Better Same Worse 1 32% 2 50% 3 18% 3. Thinking about your most recent bus trips, on a scale of one to five where 1 means very satisfied and five means very dissatisfied, how would you rate the following items? 1 = Very satisfied 2 = Somewhat satisfied 3 = Neither satisfied nor dissatisfied 4 = Somewhat dissatisfied 5 = Very dissatisfied ITEM CIRCLE RESPONSE ON EACH ROW % rate 1-­2 a. Cost of riding the bus 1 2 3 4 5 58% b. On-­time performance of the bus c. Frequency of buses/wait time at bus stops d. Number of transfers necessary to reach your destination e. Closeness of bus stop to your home f. Closeness of bus stop to your final destination g. Accuracy of information SURYLGHGE\WKH2&7$¶V
telephone customer information center (636-­RIDE) 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 55% 43% 62% 80% 76% 67% Page 56 APPENDIX B: QUESTIONNAIRE & TOPLINE FREQUENCY PERCENTAGES h. Reliability of transfer connections 1 2 3 4 5 i.
1 2 3 4 5 Bus driver courtesy 61% 69% j. %XVGULYHU¶VNQRZOHGJHDERXW
the service 1 2 3 4 5 k. Safety on the bus 1 2 3 4 5 75% l.
Safety at bus stops 1 2 3 4 5 65% m. Cleanliness of the bus 1 2 3 4 5 73% n. Travel time of your trip 1 2 3 4 5 64% o. Information provided at bus stops p. Information provided in the bus book (both printed and online at OCTA.net) 1 2 3 4 5 1 2 3 4 5 71% 54% 77% 4. Now we would like to know how important these items are to your overall satisfaction with bus service. On a scale of one to five, where 1 means very important and 5 means not at all important, how would you rate these same items in terms of their importance to you? 1 = Very important 2 = Somewhat important 3 = Neither important nor unimportant 4 = Somewhat unimportant 5 = Very unimportant ITEM CIRCLE RESPONSE ON EACH ROW % rate 1-­2 a. Cost of riding the bus 1 2 3 4 5 85% b. On-­time performance of the bus 1 2 3 4 5 89% c. Frequency of buses/Wait time at bus stops d. Number of transfers necessary to reach your destination e. Closeness of bus stop to your home f. Closeness of bus stop to your final destination 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 87% 80% 86% 87% Page 57 APPENDIX B: QUESTIONNAIRE & TOPLINE FREQUENCY PERCENTAGES g. Accuracy of information provided E\WKH2&7$¶VWHOHSKRQH
customer information center (636-­RIDE) 1 2 3 4 5 78% h. Reliability of transfer connections 1 2 3 4 5 82% i.
1 2 3 4 5 83% Bus driver courtesy j. %XVGULYHU¶Vknowledge about the service 1 2 3 4 5 k. Safety on the bus 1 2 3 4 5 88% l.
Safety at bus stops 1 2 3 4 5 86% m. Cleanliness of the bus 1 2 3 4 5 86% n. Travel time of your trip 1 2 3 4 5 86% o. Information provided at bus stops p. Information provided in the bus book (both printed and online at OCTA.net) 1 2 3 4 5 86% 80% 1 2 3 4 5 85% 5. Besides price, please check up to three areas listed below in which OCTA should make improvements to bus service. SELECT UP TO THREE ¥ sums to >100%-­-­3 responses possible Frequency of service 1 52% Bus driver courtesy and professionalism 2 25% Security and safety at bus stops 3 19% Security and safety on the bus 4 13% Security and safety at transit centers 5 5% Security and safety at park-­and-­ride 6 3% Comfort of bus seating 7 12% Overcrowding inside buses 8 44% Customer information 9 5% Transfer connections 10 12% Directness of service 11 5% More evening service 12 32% More weekend service 13 35% More express bus service w/in the county 14 5% O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 58 APPENDIX B: QUESTIONNAIRE & TOPLINE FREQUENCY PERCENTAGES More express bus service to neighboring counties 15 5% More customized bus service to major activity centers (e.g., Orange County Fair, Angel Stadium, the beaches and 16 Disneyland) Bus service to parts of Orange County not presently 17 covered 6% 7% Other;; specify: ___________________________________ 25 4% None of the above 30 1% BUS USAGE 6. How often do you currently ride an OCTA bus? Would you say: SELECT ONE ¥ 4 ± 7 days per week 1 82% 1 ± 3 days per week 2 15% At least once per month 3 1% A few times per year 4 1% Less than a few times per year 5 1% 7. Would you say that you are riding an OCTA bus more often, less often or about the same as you were twelve months ago? SELECT ONE ¥ More Often 1 67% Less Often 2 8% Same as last year 3 25% 8. For how long have you used OCTA bus service? SELECT ONE ¥ Less than one year 1 13% One to three years 2 24% O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 59 APPENDIX B: QUESTIONNAIRE & TOPLINE FREQUENCY PERCENTAGES Four to six years 3 16% Seven or more years 4 44% Not sure 9 3% 9. What is the primary reason, or most important reason, you ride the OCTA bus instead of using other means of transportation? ¥ SELECT ONE Cannot afford to purchase or maintain an automobile 1 42% Car not working currently 2 4% High gas prices 3 6% Save money by riding bus 4 9% Avoid traffic congestion 5 2% Helps environment/air quality 6 3% Better use of time 7 1% Enjoy riding bus 8 3% Prefer not to drive 9 4% No GULYHUV¶OLFHQVH± GRQ¶WGULYH 10 24% Other;; specify: ___________________________________ 15 1% None of the above 20 1% PLEASE CONTINUE TO THE NEXT PAGE O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 60 APPENDIX B: QUESTIONNAIRE & TOPLINE FREQUENCY PERCENTAGES 10±11. Which of the following sources have you used for getting information about OCTA bus service? Please answer the effectiveness question to the right of any responses that you check. Thank you. CHECK ALL THAT APPLY HOW EFFECTIVE WAS THAT SOURCE IN GETTING INFORMATION TO YOU ABOUT OCTA BUS SERVICE CIRCLE YOUR RESPONSES % rate 1 or 2 ¥ » 1 84% » 1 2 3 4 5 86% b. eBusbook IURP2&7$¶V
website 2 53% » 1 2 3 4 5 68% c. 7ULS3ODQQHUIURP2&7$¶V
website 3 47% » 1 2 3 4 5 64% 4 41% » 1 2 3 4 5 58% 5 65% » 1 2 3 4 5 60% 6 53% » 1 2 3 4 5 71% 7 51% » 1 2 3 4 5 60% 8 42% » 1 2 3 4 5 51% 9 38% » 1 2 3 4 5 48% 10 48% » 1 2 3 4 5 64% a. Printed Bus Books d. OCTA mobile site e. Information at Bus Stops f. Text4Next (mobile texting for next bus schedules) g. Inside bus advertising h. Outside bus advertising i.
Email/Rider Alerts j. On-­bus Rider Alerts flyers Very Effective(1)-­-­-­-­-­Not Effective at All(5) O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 61 APPENDIX B: QUESTIONNAIRE & TOPLINE FREQUENCY PERCENTAGES k. Special Promotional Service Brochure on bus 11 42% » 1 2 3 4 5 61% l.
12 35% » 1 2 3 4 5 45% Social Media: Facebook and/or Twitter m. Telephone Customer Information Center (636-­RIDE) n. Google Transit website o. 511 (phone) p. Go511.com website 13 55% 1 2 3 4 5 74% »
14 41% » 1 2 3 4 5 59% 15 35% » 1 2 3 4 5 46% 16 32% » 1 2 3 4 5 40% 1 2 3 4 5 43% x. Other;; specify: _________________________
_ 17 17% »
z. ,GRQ¶WXVHDQ\RIWKHVHmedia 18 12% » 1 2 3 4 5 12. In the last six months, while you were waiting at a bus stop, has there been a time when your bus passed by without stopping for you? SELECT ONE ¥ Yes 1 46% No 2 54% O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 62 APPENDIX B: QUESTIONNAIRE & TOPLINE FREQUENCY PERCENTAGES THE FOLLOWING QUESTIONS ARE ABOUT THE ONE SPECIFIC OCTA BUS TRIP DURING WHICH YOU WERE HANDED THE SURVEY 13. Which OCTA bus route were you about to board when you received this survey form? OCTA Bus Route # __Next Page_________ 14. Where are/were you going on this trip? OR If you are/were going home, where did you come from? SELECT THE ONE MAIN PURPOSE OF YOUR TRIP. Work SELECT ONE ¥ 1 43% Shopping 2 8% School (K-­12) 3 4% School (college/university/trade school) 4 12% Recreation/social visit 5 6% Personal business/errands 6 16% Health/doctoU¶s appointment 7 9% Other;; specify: ____________________________________ 15 2% 15. How many total transfers will/did you make during this trip from where you started to your final destination? ___See Next Page______ (PLEASE FILL-­IN NUMBER OF TRANSFERS²ENTER 0, IF NONE)
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 63 APPENDIX B: QUESTIONNAIRE & TOPLINE FREQUENCY PERCENTAGES Q13. Which OCTA bus route were you about to board when you received this survey form? Route 43 16% Route 57 13% Route 53 7% Route 64 6% Route 66 6% Route 42 5% Route 83 5% Route 26 4% Route 47 4% Route 1 3% Route 29 3% Route 54 3% Route 60 3% Route 143 3% Route 37 2% Route 71 2% Route 167 2% O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 64 APPENDIX B: QUESTIONNAIRE & TOPLINE FREQUENCY PERCENTAGES Q15. Number of Transfers-­‐-­‐Subject Trip Cumulative Frequency Valid Percent Percent Valid 0 302 17.3 17.3 1 358 20.5 37.8 2 630 36.0 73.8 3 269 15.4 89.2 4 143 8.2 97.4 5 22 1.3 98.6 6 24 1.4 100.0 Total 1748 100.0 Missing System 206 Total 1954 16. Other than the bus you are on now or were on after you were handed the survey, what other travel modes did you or will you use to complete that trip? CHECK ALL THAT APPLY a. Bicycle 13% b. Walk more than 2 blocks 60% c. Drive a car by myself 4% d. Carpool / Driven by someone else 7% e. Motorcycle 1% f.
2% Vanpool 29% g. Other OCTA bus ¥ O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 65 APPENDIX B: QUESTIONNAIRE & TOPLINE FREQUENCY PERCENTAGES h. ACCESS 1% i.
StationLink 1% j.
Metrolink 5% k. Amtrak l.
2% Bus other than OCTA ± please name the Bus agency: Metro 2%, Foothill 1%, Long Beach 2% 5% x. Other;; specify: Walk less than 2 blocks, skateboard, wheelchair 1% 17. How much time would you estimate you have spent or will spend completing this trip²start to finish²from where you started to your final destination, including all transfers to and from other transit systems, if applicable? SEE NEXT PAGE ______(Hours) _____(Minutes) (PLEASE FILL-­IN TRAVEL TIME IN HOURS AND MINUTES) PLEASE CONTINUE TO THE NEXT PAGE O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 66 APPENDIX B: QUESTIONNAIRE & TOPLINE FREQUENCY PERCENTAGES Q17ͶTravel Time Mean = 1 hour 40 minutes Median = 1 hour 30 minutes Less than 15 minutes 2% 15-­‐29 minutes 6% 30-­‐44 minutes 10% 45-­‐59 minutes 9% 1 hour-­‐ 1 hour 14 minutes 15% 1 hour 15 minutes-­‐1 hour 29 minutes 8% 1 hour 30 mnutes-­‐1 hour 45 minutes 14% 1 hour 45 minutes-­‐ 1 hour 59 minutes 5% 2 hours -­‐ 2 hours 59 minutes 19% 3 hours-­‐ 3 hours 59 minutes 6% 4 hours or more 6% O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 67 APPENDIX B: QUESTIONNAIRE & TOPLINE FREQUENCY PERCENTAGES FARE PAYMENT 18-­19. How did you pay for this trip? Please select one payment method and then (to the right) check any payment method you have ever used. Place a checkmark next to (or circle) the method of payment you used for this trip SELECT ONE ¥ Please indicate if you have ever used any of these other methods to pay for an OCTA bus trip. ¥ » [CHECK ALL THAT APPLY] Cash 1 One day pass, on board 2 Pre-­paid one day pass 3 Pre-­paid one day pass from 10-­pack 4 OCLink All Day Bus & Rail 5 pass Youth 30-­day pass 6 Regular 30-­day pass 7 Senior/disabled 30-­day pass 8 Express 30-­day pass 9 47% » Cash 13% » One day pass, on board 3% » Pre-­paid one day pass » Pre-­paid one day pass from 10-­pack » OCLink All Day Bus & Rail pass 5% » Youth 30-­day pass 19% » Regular 30-­day pass 7% » Senior/disabled 30-­day pass » Express 30-­day pass O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 38% 50% 19% 5% 2% 8% 27% 6% 2% Page 68 APPENDIX B: QUESTIONNAIRE & TOPLINE FREQUENCY PERCENTAGES Regular 15-­day pass 10 Senior/disabled 15-­day pass 11 Regular 7-­day pass 12 Senior/disabled 7-­day pass 13 College pass 14 Youth Summer Pass 15 Employer pass 16 University pass (UCI/CSUF id card) 17 Metrolink ticket/pass 18 Other;; specify: ____________________ 25 1% » Regular 15-­day pass » Senior/disabled 15-­day pass » Regular 7-­day pass » Senior/disabled 7-­day pass 1% » College pass » Youth Summer Pass 2% » Employer pass 2% » University pass (UCI/CSUF id card) » Metrolink ticket/pass » Other;; specify: ________________________ 8% 2% 9% 2% 3% 3% 2% 1% 5% O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 69 APPENDIX B: QUESTIONNAIRE & TOPLINE FREQUENCY PERCENTAGES 20. IF YOU HAVE NEVER USED ANY OF THE PASSES IN QUESTIONS 18-­19, please tell us why you have NOT used any of these OCTA bus passes. ¥ SELECT ONE No need 1 56% Not aware of where I can purchase them 2 26% Other reason;; specify: _____________________________ 7 7% Not sure 8 6% I have never used an OCTA bus pass. 9 Cost 5% 21. IF YOU HAVE EVER PURCHASED OR PLAN TO PURCHASE A BUS PASS, where would you prefer to purchase your OCTA bus pass? ¥ SELECT ONE Phone (636-­RIDE) 1 2% OCTA Store at OCTA Headquarters 2 8% OCTA website 3 4% Employers 4 5% Schools 5 6% Retail locations such as grocery or convenience stores (Ralphs, Vons, Pavilions) 6 Other;; specify: ___________________________________ 10 I have not purchased and do not plan to purchase a bus pass 20 O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 66% 5% 4% Page 70 APPENDIX B: QUESTIONNAIRE & TOPLINE FREQUENCY PERCENTAGES 22-­24. For each of the programs and services listed below, please tell us if you are aware of that particular OCTA programs or service? ¥response for every row (a-­b-­c) and to right Yes No Unsure a. Transit System Study 1 24% 2 9 56% 20% b. OC Fair Express 1 2 9 33% 50% 17% 1 2 9 42% 43% 15% c. OCLink All-­Day Bus & Rail Pass » Check here if you have ever used the OC Fair Express ___6%____ » Check here if you have ever used the OC All-­Day Bus and Rail Pass ___10%__ O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 71 APPENDIX B: QUESTIONNAIRE & TOPLINE FREQUENCY PERCENTAGES ELECTRONIC MEDIA 25-­26. Do you currently have access to these electronic media and payment methods? Please answer the questions in the second and fourth columns. Thank you. (1) (2) » CHECK ¥ 59% b. iPhone 10% c. Android phone 13% d. Other smart phone 4% e. Internet on my computer 41% f. Facebook 23% g. Twitter 6% x. Other Social Media;; specify: _____________________ y. Credit card 13% z. Debit card 25% 3% THROUGH WHICH OF THESE ELECTRONIC MEDIA WOULD YOU MOST PREFER TO RECEIVE SCHEDULING AND ROUTE INFORMATION IN THE FUTURE? ALL THAT APPLY a. Cell phone (SELECT UP TO 2 AND PLEASE RANK THEM WITH 1 BEING MOST IMPORTRANT AND 2 BEING SECOND MOST IMPORTANT) 46% 6% WEIGHTED % 10% » » » » » » » » 2% 6% 1% 28% 1% O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 (4) (3) Page 72 APPENDIX B: QUESTIONNAIRE & TOPLINE FREQUENCY PERCENTAGES Occupation-­‐-­‐coded DEMOGRAPHICS These last few questions are for classification purposes only. Like the other responses you have given, responses to these questions are completely confidential. 27. Which one of the following categories best describes your employment status? ¥ SELECT ONE Employed full time 1 34% CONTINUE with Question 28 Employed part time 2 22% CONTINUE with Question 28 Student²not working 3 15% SKIP to Question 31 Homemaker 4 4% SKIP to Question 32 Not currently employed 5 13% SKIP to Question 32 Disabled, unable to work 6 8% SKIP to Question 32 Retired 7 4% SKIP to Question 32 Other;; specify: _______________________ 10 SKIP to Question 32 28. What is your occupation? ____________________see next page ______________________ 29. In what city do you work? ___________________see next page #2_______________________ 30. Are you also attending school at this time? SELECT ONE ¥ Yes 1 30% No 2 70% IF NO, SKIP TO QUESTION #32 O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 73 APPENDIX B: QUESTIONNAIRE & TOPLINE FREQUENCY PERCENTAGES Cumulative OCCUPATION
Frequency Valid 11 1.0 1.0 Construction 37 3.4 4.4 Manufacturing 42 3.9 8.3 Transportation/Utilities 23 2.1 10.4 131 12.0 22.4 Engineering/Sciences 29 2.7 25.0 Finance/Insurance/Real Estate 32 2.9 28.0 Hospitality 176 16.1 44.1 Services 245 22.5 66.6 General Office 48 4.4 71.0 Arts/Entertainment 14 1.3 72.3 Warehouse 29 2.7 75.0 Medical/Health 54 5.0 79.9 Education 29 2.7 82.6 Tourism 19 1.7 84.3 Work at Home 37 3.4 87.7 Sales 29 2.7 90.4 Administrator/Management 20 1.8 92.2 General Labor 48 4.4 96.6 Other 37 3.4 100.0 1090 100.0 Total Percent Law/Government Retail Valid Percent O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 74 APPENDIX B: QUESTIONNAIRE & TOPLINE FREQUENCY PERCENTAGES Missing System 864 Total 1954 31. In what city do you attend school? ______________see next page_____________________ 32. Into which of the following age categories do you fall? ¥ SELECT ONE 13-­17 1 4% 18-­24 2 20% 25-­34 3 14% 35-­44 4 20% 45-­54 5 21% 55-­64 6 15% 65 or older 7 6% MEDIAN AGE = 40 O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 75 APPENDIX B: QUESTIONNAIRE & TOPLINE FREQUENCY PERCENTAGES City-­‐Where Work-­‐-­‐ coded Cumulative Frequency Valid Valid Percent Percent Santa Ana 170 16.3 16.3 Anaheim 178 17.0 33.3 Costa Mesa 74 7.1 40.4 Irvine 78 7.5 47.9 Orange 59 5.7 53.5 Fullerton 68 6.5 60.1 Brea 20 1.9 62.0 Buena Park 22 2.1 64.1 Garden Grove 22 2.1 66.2 Huntington Beach 26 2.5 68.7 La Habra 16 1.5 70.2 Laguna Beach 18 1.7 71.9 Long Beach/Seal Beach 32 3.1 75.0 Mission Viejo 22 2.1 77.1 Newport Beach 41 3.9 81.0 Tustin 19 1.8 82.9 Multiple Other Orange County 35 3.4 86.2 41 3.9 90.1 103 9.9 100.0 Cities Other Counties' Cities Other Orange County Cities O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 76 APPENDIX B: QUESTIONNAIRE & TOPLINE FREQUENCY PERCENTAGES City Where Attend School-­‐-­‐coded 1044 Total Missing System 910 Frequency 1954 Total Valid Percent 32.6 32.6 Anaheim 45 9.6 42.1 Costa Mesa 31 6.6 48.7 Irvine 34 7.2 56.0 Orange 15 3.2 59.1 Fullerton 81 17.2 76.4 1 .2 76.6 Garden Grove 10 2.1 78.7 Huntington Beach 12 2.6 81.3 La Habra 2 .4 81.7 Long Beach/Seal Beach 9 1.9 83.6 34 7.2 90.9 Newport Beach 1 .2 91.1 Tustin 4 .9 91.9 Cypress 11 2.3 94.3 Other Counties' Cities 13 2.8 97.0 Other Orange County Cities 14 3.0 100.0 470 100.0 Total Valid Percent 153 Mission Viejo Cumulative Santa Ana Buena Park Missing 100.0 System 1484 O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 77 APPENDIX B: QUESTIONNAIRE & TOPLINE FREQUENCY PERCENTAGES Total 1954 O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 78 APPENDIX B: QUESTIONNAIRE & TOPLINE FREQUENCY PERCENTAGES 33. What is the highest level of education you have completed? ¥ SELECT ONE Some high school or less 1 27% High school graduate 2 29% Some college/technical school/associate degree 3 33% 4-­year college degree 4 8% Post graduate degree 5 3% 34. To ensure that we have a representative sample, please tell us which of these categories best describes your ethnic origin? SELECT ONE ¥ Caucasian/White 1 24% Hispanic/Latino 2 58% Asian/Pacific Islander 3 7% African American/Black 4 6% Native American/American Indian 5 1% Middle Easterner + Other 6 1% Mixed Ethnicities. Please specify: 9 3% ________________________________________________ Other;; specify: ___________________________________ 10 O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 79 APPENDIX B: QUESTIONNAIRE & TOPLINE FREQUENCY PERCENTAGES 35. Which of the following categories best describes your annual household income? ¥ SELECT ONE Under $10,000 1 44% $10,000 and under $20,000 2 29% $20,000 to less than $35,000 3 13% $35,000 to less than $50,000 4 6% $50,000 to less than $75,000 5 4% $75,000 to less than $100,000 6 2% $100,000 to less than $150,000 7 1% $150,000 or more 8 1% 36. What is your home zip code? See next page ______ O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 80 APPENDIX B: QUESTIONNAIRE & TOPLINE FREQUENCY PERCENTAGES Q36. Major Residential Zip Codes 92703 8% 92704 7% 92701 7% 92805 5% 92707 5% 92801 4% 92780 4% 92706 3% 92627 3% 92843 3% 90680 2% 92802 2% 92804 2% 90631 2% 92705 2% 92833 2% 92806 2% 92630 2% 92831 2% 92832 2% O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 81 APPENDIX B: QUESTIONNAIRE & TOPLINE FREQUENCY PERCENTAGES 37-­38. Other than the language of the survey*, what other language(s) do you speak? Please answer the questions in the second and fourth columns. Thank you. *1414 English surveys 524 Spanish surveys 16 Vietnamese surveys See next page (1) (2) (3) (4) CHECK ALL THAT APPLY ¥ » AMONG THE LANGUAGES YOU SPEAK, WHICH ONE DO YOU MOST PREFER FOR RECEIVING BUS INFORMATION 6(/(&721(¥ a. English b. Spanish c. Vietnamese d. Chinese e. Korean f. Tagalog g. Farsi 10% » 27% » 1 1% » 2 1% » 3 1% » 4 3% » 5 1% » 6 O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 61% 35% 1% 1% Page 82 APPENDIX B: QUESTIONNAIRE & TOPLINE FREQUENCY PERCENTAGES h. Persian (Other than Farsi) i. Sign language j. Other;; specify: French, German, Japanese, Arabic, Russian » 7 2% » » 10 2% (also includes Chinese and Korean) 4% 39. What is your gender? ¥ Male 1 44% Female 2 56% O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 83 APPENDIX B: QUESTIONNAIRE & TOPLINE FREQUENCY PERCENTAGES 37-­‐-­‐combined (# of surveys plus % alternative language) Languages Spoken English 83% Spanish 54% Tagalog 3% American Sign Language 2% Vietnamese 2% Chinese 1% Korean 1% Farsi 1% French 1% Other (e,g. Indian Languages, German, Japanese, Arabic, Russian) 4% Please provide your mailing address below so that we can send you the bus passes. Name: ____________________________________________________________________________ Street Address or P.O. Box: _________________________________ Apartment or Suite # ______ City: ____________________________________ State _____________ Zip Code _____________ Thank you very much for your participation and much appreciated assistance. O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 84 APPENDIX C: CHARTS NOT INCLUDED IN REPORT A ppendix C
Supplemental Information: C harts Not Included in Report
The information in this appendix is intended to supplement the key results presented in the body of the report. It
includes charts and commentary that are not included in the body of the final report. Charts are grouped
according to the survey question that is associated with it. All results by supervisorial district are provided in
A ppendix D.
Satisfaction with Bus Service
O verall Satisfaction and C hange in Perception about Bus Service
C hart C-1 shows that respondents who are dissatisfied with bus service experience higher mean trip travel times
(1 hour and 50 minutes) compared to those who are not dissatisfied (1 hour and 40 minutes). Further, C hart C-2
reveals that respondents who are dissatisfied use more transfers (2.06) than those who are not dissatisfied (1.83).
Question 1: How satisfied are you with the current bus transportation services?
Chart C-­‐1
Satisfaction/Dissatisfaction with Bus Service by Mean Time of Trip
1:50
1:40
1:55
1:40
1:26
1:12
0:57
0:43
0:28
0:14
0:00
Dissatisfied
Not Dissatisfied
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 85 APPENDIX C: CHARTS NOT INCLUDED IN REPORT Question 1: How satisfied are you with the current bus transportation services?
Chart C-­‐2
Satisfaction/Dissatisfaction by Number of Transfers
2.06
2.5
1.83
2
1.5
1
0.5
0
Dissatisfied
Not Dissatisfied
T he Importance of Individual Bus F eatures to O verall Satisfaction
C hart C-3 indicates the level of importance (either very important or somewhat important) associated with
various features of bus service. Respondents view the full array of bus features as important to them. The level
of importance ranges from 89 percent for on-time performance to 78 percent for accuracy of telephone
information. Other particularly important features are cost of riding and safety on the bus (both with importance
ratings of 88 percent). Other features at the low end of the importance scale are number of transfers and
information at bus stops (both with an 80 percent importance rating).
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 86 APPENDIX C: CHARTS NOT INCLUDED IN REPORT Question 4: Now we would like to know how important these items are to your overall
satisfaction with bus service. On a scale of one to five, where 1 means very important
and 5 means not at all important, how would you rate these same items in terms of
their importance to you.
Chart C-­‐3
Percentage Who Rate Individual Features as Important
89%
On-­‐Time Performance
Cost of Riding
88%
Safety on Bus
88%
Closeness of Bus Stop to Destination
87%
Frequency/Wait Time
87%
Safety at Bus Stops
86%
Cleanliness of Bus
86%
Closeness of Bus Stop to Home
86%
Bus Driver Knowledge of Service
86%
Travel Time
86%
Information in Bus Book
85%
Bus Driver Courtesy
83%
Reliability of Transfer Connections
82%
Information at Bus Stops
80%
Number of Transfers
80%
78%
Accuracy of Telephone Information
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 87 APPENDIX C: CHARTS NOT INCLUDED IN REPORT G eneral Bus Usage
F requency of Bus Use
C hart C-4 shows that less frequent riders tend to have longer trips (less than 4 days per week ± 1 hour 45
minutes versus 4-to-7 days per week --- 1 hour 40 minutes).
Question 6: How often do you currently ride an O CT A bus?
Chart C-­‐4
Mean Travel Time by Frequency Riding
1:45
1:40
1:55
1:40
1:26
1:12
0:57
0:43
0:28
0:14
0:00
4-­‐7 Days per Week
Less Than 4 Days per Week
C hart C-5 indicates the source of information used by survey respondents as these sources relate to frequency of
bus use. The following statistically significant relationships associate higher frequency of bus use with certain
designated information sources.
On-bus rider alert flyers (4-to-7 days per week²50 percent versus less than 4 days per week ± 42
percent)
Printed bus book (4-to-7 days per week ± 86 percent versus less than 4 days per week ± 79 percent)
Inside bus advertising (4-to-7 days per week ± 53 percent versus less than 4 days per week ± 46 percent)
Special Promotional Service Brochure on the bus (4-to-7 days per week²44 percent versus less than 4
days per week ± 37 percent)
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 88 APPENDIX C: CHARTS NOT INCLUDED IN REPORT Question 6: How often do you currently ride an O CT A bus?
Chart C-­‐5
Statistically Significant Differences in Sources of Information about OCTA Bus Service by Frequency Riding 90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
Printed Bus Books
Telephone Customer Information Center (636 RIDE)
Text4Next (mobile texting for next bus schedules)
Information from eBusbook (OCTA's website)
Inside Bus Advertising
On-­‐Bus Rider Alerts Flyers
Special Promotional Service Brochure on Bus
Email/Rider Alerts
4-­‐7 Days per Week
86%
56%
55%
54%
53%
50%
44%
39%
Less Than 4 Days per Week
79%
52%
50%
49%
46%
42%
37%
34%
C hart C-6 shows that more frequent riders tend to find certain sources of information more effective than do less
IUHTXHQW ULGHUV )RU H[DPSOH UHJDUGLQJ WKH WULS SODQQHU IURP 2&7$¶V ZHEVLWH WKH IROORZLQJ UHODWLRQVKLS LV
noteworthy ± 4-to-7 days per week, 65 percent effective versus less than 4 days per week, 57 percent effective.
C hart C-7 that indicates that two-thirds of respondents (67 percent) say that they are riding the bus more often
compared to 12 months ago.
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 89 APPENDIX C: CHARTS NOT INCLUDED IN REPORT Question 6: How often do you currently ride an O CT A bus?
Chart C-­‐6
Statistically Significant Differences in Perceived Effectiveness of Information Sources by Frequency Riding (% indicating very effective or effective)
4-­‐7 Days per Week
0%
10%
20%
30%
40%
50%
60%
70%
Less Than 4 Days per Week
69%
64%
Information from eBusbook (OCTA's website)
Trip Planner from OCTA's Website
57%
60%
54%
Google Transit Website
Email/Rider Alerts
Question 7:
65%
43%
49%
Would you say that you are riding an O C T A bus more often, less often or about the same as
you were twelve months ago?
Chart C-­‐7
Change in Frequency Riding Bus Compared to 12 Months Ago
Same as Last Year, 25%
Less Often, 8%
More Often, 67%
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 90 APPENDIX C: CHARTS NOT INCLUDED IN REPORT Primary Reason for Using O C T A Buses Instead of A lternative Modes
C hart C-8 shows statistically significant demographic differences between respondents who ride the bus because
they cannot afford an automobile and those who do not drive. The following relationships are particularly
interesting:
Median age: lack of affordability (41 years old) versus do not drive (33 years old)
Student ± not working: lack of affordability (12 percent) versus do not drive (26 percent)
Income under $20,000: lack of affordability (81 percent) versus do not drive (68 percent)
Question 9: What is the primary reason, or most important reason, you ride the O C T A bus instead of
using other means of transportation?
Chart C-­‐8 Statistically Significant Demographic Differences Between Those Who Ride the Bus Because They Cannot Afford Automobile and Those Who Do Not Drive 90%
Median Age:
Affordability
Do Not Drive
80%
41
33
Median Income:
Affordability $10,000
Do Not Drive $13,000
70%
60%
50%
40%
30%
20%
10%
0%
Hispani
c/Latino
Income Under $20,000
Student
-­‐Not Workin
g
Female
Survey Lang: English
Survey Lang: Spanish
81%
Some College
/Tech School/
Assoc Degree
36%
Cannot Afford to Purchase or Maintain an Automobile
58%
No Drivers License/Don't Drive
64%
12%
58%
70%
29%
20%
19%
12%
68%
32%
26%
65%
75%
25%
27%
13%
17%
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Occup Occup Cat: Cat: Services Hospital
-­‐ity
Occup Cat: Retail
Page 91 APPENDIX C: CHARTS NOT INCLUDED IN REPORT Bus Passing By W ithout Stopping
C hart C-9 indicates that nearly one-half (46 percent) of the respondents state that, during the last six months,
there has been a time when their bus passed them by without stopping.
Question 12: In the last six months, while you were waiting at a bus stop, has there been a time when your
bus passed by without stopping for you?
Chart C-­‐9 Bus Passed By Without Stopping in Past 6 Months
100%
90%
No, 54%
80%
70%
60%
50%
40%
Yes, 46%
30%
20%
10%
0%
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 92 APPENDIX C: CHARTS NOT INCLUDED IN REPORT Awareness and Use of Certain O C T A Programs and Services
C hart C-10 demonstrates a significantly lower awareness of these OCTA programs and services among
Hispanics than among other ethnic groups, with Hispanics approximately one-half to two-thirds as aware of the
Transit System Study.
Question 22-24: F or each of the programs and services listed below, please tell us if you are aware of that
particular O C T A program or service.
Chart C-­‐10
Awareness of ... by Ethnicity
Caucasian
Hispanic/Latino
African-­‐American/Black
Asian/Pacific Islander 48% 48%
50%
50%
42%
45%
40%
38%
40%
34%
37%
32%
35%
27%
30%
26%
25%
20%
18%
15%
10%
5%
0%
Transit System Study
OC Fair Express
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 OC Link
Page 93 APPENDIX C: CHARTS NOT INCLUDED IN REPORT T rip Purpose
C hart C-11 shows that Caucasians (35 percent) are much less work-trip oriented than Hispanics and Asians (47
percent each).
Question 14: Where are/were you going on this trip? OR If you are/were going home, where did you come
from?
Chart C-­‐11
Percentage of Riders Using Bus for Work Trip by Ethnicity
47%
47%
50%
40%
45%
35%
40%
35%
30%
25%
20%
15%
10%
5%
0%
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 94 APPENDIX C: CHARTS NOT INCLUDED IN REPORT Sources of Information about O C T A Bus Service
C hart C-12 shows that respondents regard the most effective sources of information to be printed bus books (86
percent), Telephone Customer Information Center (74 percent), Text4Next (71 percent), and Information from
the eBusbook (68 percent). The least effective sources of information are considered to be the Go511.com
Website (40 percent), social media (45 percent), and 511 (phone) (46 percent). There is some consistency in the
2007 survey in that the Telephone Customer Information Center (86 percent) and the printed bus book (81
percent) were considered to be highly effective sources of information as well.
C hart C-13 shows mean effectiveness ratings for sources of information about OCTA bus service. The mean
ratings are based on a scale of 1 to 5, where 1 = very effective and 5 = not at all effective. The results parallel the
data in C hart C-12 indicating that respondents accord the highest level of effectiveness, by far, to printed bus
books (mean of 1.55), Telephone Customer Information Center (mean of 1.88), Text4Next (mean of 2.02), and
information from the eBusbook (mean of 2.08). Respondents feel that the following sources are least effective:
Go511.com (2.91), social media (mean of 2.78), and 511 phone (mean of 2.73).
Prefer red L anguage of Respondents
C hart C-14 displays the languages spoken by respondents other than the language of the survey they completed.
It is clear that English and Spanish are the dominant languages of the survey respondents. That is, 38 percent of
the respondents who completed a Spanish language survey also speak English and similarly, 38 percent of those
who completed an English language survey also speak Spanish. C hart C-15 shows that over four-fifths (83
percent) of respondents speak English and 54 percent speak Spanish. C hart C-16 indicates that three-fourths (75
percent) of respondents who completed an English survey prefer to receive bus information in English. By the
same token, 77 percent of those who completed a Spanish language survey prefer to receive bus information in
Spanish. It is noteworthy, however, that 23 percent of respondents who completed a Spanish language survey
prefer to receive information in English and conversely, 20 percent of respondents who completed an English
language survey would prefer to receive information in Spanish.
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 95 APPENDIX C: CHARTS NOT INCLUDED IN REPORT Question 11: How effective was that source of information in getting information to you about O C T A
bus service?
Chart C-­‐12
Percentage Who Rate Individual Information Sources as Effective
86%
Printed Bus Books
74%
Telephone Customer Information Center (636-­‐Ride)
71%
68%
64%
Text4Next (mobile texting for next bus schedules)
Information from eBusbook (OCTA's website)
Trip Planner from OCTA's Website
64%
61%
60%
On-­‐Bus Rider Alerts Flyers
Special Promotional Service Brochure on Bus
Information at Bus Stops
Inside Bus Advertising
60%
Google Transit Website
59%
58%
51%
OCTA Mobile Site
Outside Bus Advertising
48%
46%
45%
43%
40%
Email/Rider Alerts
511 (phone)
Social Media (Facebook/Twitter)
Other
Go511.com Website
0% 10% 20% 30% 40% 50% 60% 70% 80% 90%
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 96 APPENDIX C: CHARTS NOT INCLUDED IN REPORT Question 11: How effective was that source of information in getting information to you about O C T A
bus service?
Chart C-­‐13
Mean Effectiveness Ratings for Information Sources
Printed Bus Books
Telephone Customer Information Center (636-­‐͙
Text4Next (mobile texting for next bus schedules
Information from eBusbook (OCTA's website)
On-­‐Bus Rider Alerts Flyers
Trip Planner from OCTA's Website
Special Promotional Service Brochure on Bus
Inside Bus Advertising
Google Transit Website
OCTA Mobile Site
Information at Bus Stops
Outside Bus Advertising
Email/Rider Alerts
511 (phone)
Social Media (Facebook/Twitter)
Other
Go511.com Website
1.55
1.88
2.02
2.08
2.19
2.23
2.24
2.35
2.35
2.35
2.37
2.54
2.67
2.73
2.78
2.89
2.91
1
2
3
4
5
Question 37: Other than [Language of survey], what other language(s) do you speak?
Chart C-­‐14
Languages Spoken Other Than Language of Survey
40%
35%
30%
25%
20%
15%
10%
5%
0%
38% 38%
4%
Small number of Vietnamese surveys-­‐-­‐n = 16 and 4 Vietnamese respondents indicated an ability to speak Chinese 3%
1% 1% 1% 1%
English Surveys
1%
1%
1%
1%
2%
Spanish Surveys
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 1%
Page 97 APPENDIX C: CHARTS NOT INCLUDED IN REPORT Question 37: Other than [Language of Survey], what other language(s) do you speak?
Chart C-­‐15
Percentage of All Respondents Who Speak...
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
83%
54%
3%
2%
2%
1%
1%
1%
1%
4%
Question 38: Among the languages you speak, which one do you most prefer for receiving bus
information?
80%
Chart C-­‐16
Language Preferred for Receiving Bus Information 77%by Language of Survey
75%
English Surveys
Spanish Surveys
70%
60%
50%
40%
30%
23%
20%
20%
Small number of Vietnamese surveys-­‐-­‐n = 16 and 4 Vietnamese respondents indicated a preference 10%
2%
1%
1%
1%
Tagalog
Vietnamese
Korean
Other 0%
English
Spanish
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 98 APPENDIX C: CHARTS NOT INCLUDED IN REPORT F are Payment
C hart C-17 shows that Hispanics, in particular, make use of the 30-day pass (22%). C hart C-18 shows that less
frequent riders are more likely to have paid cash for their bus trip (less than 4 days per week ± 66 percent paid
cash versus 4-to-7 days per week ± 43 percent). Regular 30-day pass holders, as would be expected, tend to be
the more frequent riders (4-to-7 days per week ± 22 percent versus less than 4 days per week ± 3 percent).
C hart C-19 reveals the relationship between frequency of riding and payment methods that were used for the
survey trip as well as for previous OCTA bus trips. The same pattern exhibited in C hart E-18 prevails.
Specifically, less frequent riders pay cash for their bus trip and more frequent riders use a regular 30 day pass
(cash: less than 4 days per week ± 92 percent versus 4-to-7 days per week ± 84 percent; regular 30 day pass: 4- 7
days per week ± 51 percent versus less than 4 days per week ± 19 percent).
Question 18: How did you pay for this trip?
Chart C-­‐17
Fare Payment on This Trip by Ethnicity
22%
25%
17%
16%
20%
14%
15%
10%
5%
0%
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 99 APPENDIX C: CHARTS NOT INCLUDED IN REPORT Question 18: How did you pay for this trip?
Chart C-­‐18
Statistically Significant Differences in Fare Payment for This Trip by Frequency Riding 4-­‐7 Days per Week
0%
10%
Less Than 4 Days per Week
30%
40%
50%
20%
60%
70%
43%
Cash
66%
22%
Regular 30-­‐Day Pass
3%
12%
One-­‐Day Pass-­‐-­‐
Purchased On-­‐Board
18%
8%
Senior-­‐Disabled 30-­‐Day Pass
Youth 30-­‐Day Pass
3%
5%
1%
Question 19: Please indicate if you have ever used any other method to pay for an O C T A bus trip?
Chart C-­‐19
Statistically Significant Differences in Fare Payment Methods Ever Used by Frequency Riding
92%
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
4-­‐7 Days per Week
Less Than 4 Days per Week
84%
51%
19%
Cash
Regular 30-­‐Day Pass
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 100 APPENDIX C: CHARTS NOT INCLUDED IN REPORT C hart C-20 shows how respondents have paid their fare on other OCTA bus trips when they paid in a manner that
differs from their current trip (e.g. If they paid cash on this trip, they may have used a one-day pass on other trips).
The four primary methods of payment otherwise used by respondents are as follows: one-day pass ± previously
purchased on-board (50 percent), cash (38 percent), regular 30-day pass (27 percent), and one-day pass --- prepaid (19
percent).
Question 19: Please indicate if you have ever used any of these other methods to pay for an
O C T A bus trip.
Chart C-­‐20
Other Fare Payment Methods Used-­‐-­‐Other Trips
(Respondents could indicate any that were applicable)
0%
One-­‐Day Pass-­‐-­‐Purchased On-­‐Board
Cash
Regular 30-­‐Day Pass
One-­‐Day Pass-­‐-­‐Prepaid
Regular 7-­‐Day Pass
Regular 15-­‐Day Pass
Youth 30-­‐day Pass
Senior-­‐Disabled 30-­‐Day Pass
Metrolink Ticket/Pass
One-­‐Day Pass from 10-­‐Pack
College Pass
Youth Summer Pass
OCLink
Employer Pass
Express 30-­‐Day Pass
Senior-­‐Disabled 15-­‐Day Pass
Senior-­‐Disabled 7-­‐Day Pass
University Pass
10%
20%
40%
50%
38%
19%
50%
27%
9%
8%
8%
6%
5%
5%
3%
3%
2%
2%
2%
2%
2%
1%
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 30%
Page 101 APPENDIX D: SURVEY RESULTS BY SUPERVISORIAL DISTRICT A ppendix D: A ll Survey Responses by Supervisorial District
A ppendix D provides charts that reveal all survey questions, which were charted either in the main portion of this
report or in A ppendix C, disaggregated into the five Orange County Supervisorial Districts in which the surveyed bus
stops are located. The sections into which Appendix D is divided parallel the sections of the main portion of the
report, with the exception of Section 1 (Introduction and Methodological Overview). A ppendix A provided that
information by supervisorial district.
Section 2: Satisfaction with Bus Service
O verall Satisfaction and C hange in Perception about Bus Service:
C hart D-1 shows that overall satisfaction with current bus service is relatively consistent across the five supervisorial
districts with mean ratings ranging from 1.90 in District 1 to 2.06 in District 3.
Question 1: How satisfied are you with the current bus transportation services?
Chart D-­‐1
Overall Satisfaction with Current Bus Services by Supervisorial District
100%
3%
8%
8%
80%
60%
39%
4%
9%
9%
7%
6%
7%
40%
38%
3%
9%
3%
5%
9%
15%
41%
Mean Overall Satisfaction:
Scale 1= Very Satisfied and 5= Very Dissatisfied
District 1: 1.90
District 2:
1.96
District 3:
2.06
District 4:
1.99
District 5:
2.01
42%
40%
Very Dissatisfied
20%
42%
40%
40%
Somewhat Dissatisfied
38%
35%
Somewhat Satisfied
0%
District 1
Neutral
District 2
Very Satisfied District 3
District 4
District 5
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 102 APPENDIX D: SURVEY RESULTS BY SUPERVISORIAL DISTRICT C hart D-2 indicates that, compared to 12 months ago, over one-third (34 percent) of respondents in District 1
perceive current bus service to have gotten better. By contrast, approximately one-fourth (26 percent) feel that bus
service for District 5 riders has gotten better. Regarding worsening service, District 3 is the most negative, with 25
percent indicating that service has gotten worse.
Question 2: Would you say the bus transportation services are better, worse, or the same as twelve
months ago?
Chart D-­‐2
Change in Bus Service Quality Compared to 12 Months Ago by Supervisorial District
Better
0%
District 1
District 2
District 3
District 4
District 5
20%
Same
40%
60%
34%
Worse
80%
49%
31%
51%
27%
48%
31%
52%
26%
58%
100%
17%
18%
25%
17%
16%
Satisfaction with Individual F eatures of Bus Service:
C hart D-3a reveals the level of satisfaction associated with the various highly rated features of bus service according
to supervisorial district. In general, the level of satisfaction reported across the districts is largely consistent for these
features of bus service. However, there are two features where the satisfaction level in District 5 is substantially less
than in the other districts. Specifically, regarding closeness of bus stop to home, the satisfaction levels range from 83
percent in District 3 to 72 percent in District 5 and regarding accuracy of telephone information, the satisfaction levels
range from 71 percent in District 4 to 55 percent in District 5. The levels of satisfaction by supervisorial district for
the lesser rated features of bus service are shown in Chart D-3b. Similar to the satisfaction levels for the more highly
rated features, there is general consistency across district. However, there are two areas where the level of satisfaction
in District 5 is substantially less than in in the other districts.
Specifically, regarding number of transfers, the satisfaction levels range from 63 percent in Districts 1, 3, and 4 to 45
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 103 APPENDIX D: SURVEY RESULTS BY SUPERVISORIAL DISTRICT percent in District 5 and regarding the reliability of transfer connections, the satisfaction levels range from 63 percent
in District 1 to 42 percent in District 5.
Question 3: Thinking about your most recent bus trips, on a scale of one to five where 1 means very
satisfied and five means very dissatisfied, how would you rate the following items?
Chart D-­‐3a
Percent Satisfied with More Highly Rated Individual Features
of Bus Service by Supervisorial District
District 1
District 2
District 3
District 4
District 5
81%
82%
83%
78%
72%
Closeness of Bus Stop to Home
Information in Bus Book
77%
79%
76%
76%
79%
Closeness of Bus Stop to Destination
76%
79%
78%
76%
70%
Safety on Bus
73%
79%
73%
74%
78%
Cleanliness of Bus
73%
77%
71%
70%
78%
70%
76%
70%
70%
66%
Bus Driver Knowledge of Service
Bus Driver Courtesy
69%
71%
68%
68%
72%
Accuracy of Telephone Information
65%
70%
67%
71%
55%
0%
10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Question 3: Thinking about your most recent bus trips, on a scale of one to five where 1 means very
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 104 APPENDIX D: SURVEY RESULTS BY SUPERVISORIAL DISTRICT satisfied and five means very dissatisfied, how would you rate the following items?
Chart D-­‐3b
Percent Satisfied with Lesser Rated Individual Features
of Bus Service by Supervisorial District
District 1
District 2
District 3
Safety at Bus Stops
Travel Time
Number of Transfers
Reliability of Transfer Connections
Cost of Riding
On-­‐Time Performance
Information at Bus Stops
Frequency/Wait Time
0%
District 4
District 5
63%
70%
65%
62%
73%
65%
63%
63%
64%
60%
63%
60%
63%
63%
45%
63%
62%
59%
61%
42%
57%
61%
58%
57%
53%
55%
60%
53%
56%
48%
57%
55%
52%
52%
50%
44%
45%
36%
44%
36%
10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Importance of Individual Bus F eatures:
C hart D-4a reveals the level of importance associated with the various highly rated features of bus service according
to supervisorial district. There is a great deal of consistency regarding the importance accorded to the various features
by supervisorial district. However, one exception is noteworthy. Frequency/waiting time is more important in
District 3 (92 percent) and in District 4 (94 percent) than in the other 3 districts which range from 83 percent to 86
percent.
C hart D-4b shows the level of importance associated with the less important rated features of bus service according
to supervisorial district. Three areas deserve mention. In District 3, respondents regard travel time (91 percent) as
more important than do respondents in the other districts, especially in District 2 (80 percent). In District 5,
information at the bus stop is much less important (70 percent) than in other districts, especially District 1 (82
percent). In District 5, number of transfers is less important (71 percent) than it is in other districts, especially District
1 (83 percent).
Question 4: Now we would like to know how important these items are to your overall
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 105 APPENDIX D: SURVEY RESULTS BY SUPERVISORIAL DISTRICT satisfaction with bus service. On a scale of one to five, where 1 means very important
and 5 means not at all important, how would you rate these same items in terms of
their importance to you.
Chart D-­‐4a
Percentage Who Rate More Important Individual Features as Important by Supervisorial District
District 1
District 2
District 3
District 4
District 5
88%
87%
91%
91%
89%
On-­‐Time Performance
87%
83%
84%
86%
87%
Cost of Riding
Safety on Bus
88%
89%
88%
89%
88%
Closeness of Bus Stop to Destination
88%
86%
89%
87%
85%
86%
83%
92%
94%
85%
Frequency/Wait Time
86%
86%
87%
86%
90%
Safety at Bus Stops
Cleanliness of Bus
87%
83%
87%
86%
81%
Closeness of Bus Stop to Home
87%
86%
84%
85%
88%
0%
10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Question 4: Now we would like to know how important these items are to your overall
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 106 APPENDIX D: SURVEY RESULTS BY SUPERVISORIAL DISTRICT satisfaction with bus service. On a scale of one to five, where 1 means very important
and 5 means not at all important, how would you rate these same items in terms of
their importance to you.
Chart D-­‐4b
Percentage Who Rate Less Important Individual Features as Important by Supervisorial District
District 1
District 2
District 3
District 4
District 5
Bus Driver Knowledge of Service
Travel Time
Information in Bus Book
Bus Driver Courtesy
Reliability of Transfer Connections
Information at Bus Stops
70%
86%
84%
83%
86%
88%
87%
80%
91%
86%
83%
87%
85%
86%
84%
82%
83%
82%
83%
84%
83%
83%
82%
80%
82%
79%
82%
78%
81%
80%
83%
77%
81%
79%
71%
78%
80%
73%
79%
77%
Number of Transfers
Accuracy of Telephone Information
0%
10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Suggested A reas of Improvement in O C T A Bus Service:
C hart D-5a indicates the most frequently suggested improvements to OCTA bus service by supervisorial district. In
general, the suggested improvements reported across the districts are largely consistent. However, there are three
areas where there are some substantial differences. For example, respondents in District 5 (61 percent) and District 3
(57 percent) feel that frequency of service requires improvement more so than do respondents in District 1 (49
percent). Also, overcrowding inside buses is perceived as a problem in District 3 (54 percent) more so than it is in
District 5 (24 percent) and District 2 (39 percent). Compared to the other 4 districts, transfer connections represent a
problem to be addressed in District 5 (District 5 -- 22 percent; other districts range from 9 percent to 13 percent).
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 107 APPENDIX D: SURVEY RESULTS BY SUPERVISORIAL DISTRICT C hart D-5b continues the suggested improvements by district with some lesser improvements where District 5 shows
more of an inclination than other districts that OCTA provide buses to parts of Orange County not presently served
(10 percent).
Question 5: Besides price, please check up to three areas listed below in which O C T A should make
improvements to bus service
Chart D-­‐5a
Most Frequently Suggested Improvements to OCTA Bus Service by Supervisorial District
District 1
District 2
0%
10%
District 3
20%
District 4
30%
District 5
40%
50%
49%
Frequency of Service
39%
Overcrowding Inside Buses
Increased Weekend Service
Increased Evening Service
Bus Driver Courtesy and Professionalism
Security and Safety at Bus Stops
Security and Safety On Bus
Comfort of Bus Seating
Transfer Connections
24%
60%
70%
53%
57%
53%
61%
46%
46%
54%
35%
36%
35%
33%
38%
32%
34%
27%
33%
30%
25%
27%
23%
25%
27%
21%
19%
13%
17%
15%
15%
10%
11%
12%
10%
12%
13%
9%
12%
14%
11%
13%
10%
9%
22%
Question 5: Besides price, please check up to three areas listed below in which O C T A should make
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 108 APPENDIX D: SURVEY RESULTS BY SUPERVISORIAL DISTRICT improvements to bus service
Chart D-­‐5b
Less Frequently Suggested Improvements to OCTA Bus Service by Supervisorial District 0%
5%
Bus Service to Parts of OC Not Covered
5%
Customized Bus Service to Major Activities
4% 5%
5%
Directness of Service
3% 4% 5%
4%
4%
Customer Information
Security and Safety at Transit Centers
More Express Service Within County
4%
More Express Service to Neighboring Counties
Security and Safety at Park and Ride
2%
Other
3%
10%
7%
6%
7%
7%
7%
6%
5%
3% 4% 5%
2%
2% 3%
4%
3% 4%
15%
8%
6% 7%
5%
5%
4% 5%
5%
2%
10%
6%
6%
6%
7%
5%
5% 6%
District 1
District 2
District 3
District 4
District 5
Section 3: G eneral Bus Usage
F requency of Bus Use:
C hart D-6 shows that the frequency of bus usage is very consistent among the 5 supervisorial districts. For example,
the range for frequent bus usage of 4 ± 7 days per week is 80 percent in District 2 to 84 percent in District 5. This
consistency of bus usage is also reflected across districts in C hart D-7 where the change in frequency of bus usage
compared to 12 months ago is presented and ranges from 63 percent increasing their ridership in District 4 to 69
percent in District 1 and District 3.
Question 6: How oIWHQGR\RXFXUUHQWO\ULGHDQ2&7$EXV":RXOG\RXVD\«
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 109 APPENDIX D: SURVEY RESULTS BY SUPERVISORIAL DISTRICT Chart D-­‐6
Frequency Ride an OCTA Bus by Supervisorial District
4-­‐7 days per week
1-­‐3 days per week
At least once per month
A few times per year or Less
83%
District 5
14%
81%
District 4
16%
80%
District 2
17%
0%
10%
20%
30%
40%
2%1%
13% 1%2%
84%
District 1
2%1%
2%
14% 1%
83%
District 3
2%1%
50%
60%
70%
80%
90%
100%
Question 7: Would you say that you are riding an OC T A bus more often, less often or about the same as
you were twelve months ago?
Chart D-­‐7
Change in Frequency Riding Bus Compared to 12 Months Ago by Supervisorial District
Same as Last Year
Less Often
More Often
100%
80%
23%
26%
27%
27%
26%
8%
8%
4%
10%
9%
69%
66%
69%
63%
65%
District 1
District 2
District 3
District 4
District 5
60%
40%
20%
0%
Y ears Riding O C T A Buses:
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 110 APPENDIX D: SURVEY RESULTS BY SUPERVISORIAL DISTRICT C hart D-8 VKRZVWKHUHVSRQGHQWV¶\HDUVRIEXVULGHUVKLSE\VXSHUYLVRULDOGLVWULFW7KHULGHUVKLSWHQXUHLVJHQHUDOO\
consistent across districts with one notable exception where the respondents in District 5 have not been riding as long
as riders in other districts (7 years or more -- 48 percent in Districts 1 and 2 versus 36 percent in District 5).
Question 8: F or how long have you used O C T A bus service?
Chart D-­‐8
Years as a Rider of OCTA Buses by Supervisorial District
Seven or More Years
Four to Seven Years
One to Three Years
Less Than one year
100%
90%
80%
48%
36%
44%
42%
16%
18%
22%
25%
27%
27%
17%
15%
13%
14%
District 2
District 3
District 4
District 5
48%
70%
60%
50%
17%
13%
23%
40%
30%
24%
20%
10%
11%
0%
District 1
Primary Reason for Using O C T A Buses Instead of A lternative Modes:
C hart D-9 shows the most important reasons respondents ride OCTA buses instead of alternative modes of travel by
supervisorial district. Respondents who ride OCTA buses because they cannot afford to purchase or maintain an
automobile are found in District 4 (45 percent) and District 2 (44 percent) more than they are in District 5 (38
SHUFHQW5HVSRQGHQWVZKRULGH2&7$EXVHVEHFDXVHWKH\KDYHQRGULYHU¶VOLFHQVHRUGRQRWGULYHUHVLGHWRDODUJH
extent in District 5 (30 percent) and District 3 (29 percent) more than they do in District 4 (20 percent).
Question 9: What is the primary reason, or most important reason, you ride the O C T A bus instead of
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 111 APPENDIX D: SURVEY RESULTS BY SUPERVISORIAL DISTRICT using other means of transportation?
Chart D-­‐9
Most Important Reason to Ride OCTA Bus Instead of Alternative Mode
by Supervisorial District
45%
40%
35%
30%
25%
20%
15%
10%
5%
0%
Cannot Afford to Purchase
/Maintai
n Auto
No Drivers License/ Don't Drive
Save Money Riding Bus
High Gas Prices
Prefer Not to Drive
Car Not Working Currently
District 1
41%
24%
9%
7%
4%
3%
District 2
44%
22%
9%
4%
4%
7%
District 3
41%
29%
6%
7%
3%
District 4
45%
20%
11%
6%
4%
District 5
38%
30%
7%
3%
10%
Environ/ Air Quality
Enjoy Riding Bus
Avoid Traffic Congest
Disability
Better Use of Time
5%
3%
1%
1%
1%
3%
3%
1%
3%
3%
3%
3%
4%
3%
3%
2%
1%
1%
2%
1%
3%
2%
1%
1%
1%
Awareness and Use of Certain O C T A Programs and Services:
C hart D-10 indicates whether respondents are aware of these certain programs and services by supervisorial district.
This chart also shows the extent to which respondents have used these services by district. There is considerable
variation by district in respondent awareness of the OCLink (range of 39 percent in District 2 and 40 percent in
District 1 to 52 percent in District 5). This variation also exists in terms of the use of the OCLink (range of 6 percent
in District 2 and District 5 to 14 percent in District 3). There is some variation with regard to respondent awareness of
the OC Fair Express (range of 29 percent in District 1 to 37 percent in District 5). Use of the OC Fair Express is
consistent over the 5 districts (5 percent in Districts 1, 2, and 3 and 7 percent in Districts 4 and 5). In District 5, onethird (33 percent) of respondents are aware of the Transit System Study. By contrast, less than one-quarter (22
percent in District 3 and 23 percent in Districts 1 and 4) are aware of this Study.
Question 22-24: F or each of the programs and services listed below, please tell us if you are aware of that
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 112 APPENDIX D: SURVEY RESULTS BY SUPERVISORIAL DISTRICT particular O C T A program or service.
Chart D-­‐10
Awareness of..... by Supervisorial District
District 1
District 2
District 3
District 4
District 5
60%
50%
40%
49%
52%
44%
40%39%
30%
37%
35% 35%
33%
29%
33%
28%
23%
20%
23%
22%
10%
0%
OCLink
Orange County Fair Express
Transit System Study
Ever Used
District 1 District 2 District 3 District 4 District 5
OCLink
11%
6%
14%
10%
6%
Orange County Fair Express
5%
5%
5%
7%
7%
Bus Passing By W ithout Stopping:
C hart D-11 shows that respondents boarding at bus stops District 3 (53 percent) are more likely to have experienced
buses passing them by without stopping than are respondents who are boarding in District 4 (43 percent). It is
noteworthy, however, that the question addresses buses passing by anywhere in the OCTA system²not just the
district where the respondent was located at the time of the survey.
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 113 APPENDIX D: SURVEY RESULTS BY SUPERVISORIAL DISTRICT Question 12: In the last six months, while you were waiting at a bus stop, has there been a time when your
bus passed by without stopping for you?
Chart D-­‐11
Bus Passed By Without Stopping in Past 6 Months by Supervisorial District
Yes
60%
No
57%
55%
54%
54%
53%
52%
50%
48%
47%
46%
46%
45%
43%
40%
District 1
District 2
District 3
District 4
District 5
Section 4: Bus Usage Information Pertaining Specifically to C ur rent Bus T rip
O C T A Bus Routes Used:
C harts D-12a through D-12e show the major bus routes traveled by supervisorial district. C hart D-12a shows that
in District 1, Route 57 is highly utilized (25 percent). C harts D-12b, D-12c, and D-12d show that Route 43 is wellrepresented in District 2 (24 percent), District 3 (21 percent), and District 4 (29 percent). In District 5, the most
highly used route is Route 91 (20 percent) followed by Route 83 (17 percent) ( C hart D-12e).
Question 13: Which O C TA bus route were you about to board when you received this survey form?
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 114 APPENDIX D: SURVEY RESULTS BY SUPERVISORIAL DISTRICT Chart D-­‐12a
Major Bus Routes Traveled-­‐Supervisorial District 1
25%
25%
20%
16%
14%
15%
10%
10%
5%
5%
0%
Route 57
Route 53
Route 64
Route 66
Route 60
Question 13: Which O C TA bus route were you about to board when you received this survey form?
Chart D-­‐12b
Major Bus Routes Traveled-­‐-­‐Supervisorial District 2 24%
25%
20%
13%
13%
15%
10%
6%
6%
Route 42
Route 57
5%
0%
Route 43
Route 1
Route 54
Question 13: Which O C TA bus route were you about to board when you received this survey form?
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 115 APPENDIX D: SURVEY RESULTS BY SUPERVISORIAL DISTRICT Chart D-­‐12c Major Bus Routes Traveled-­‐-­‐Supervisorial District 3
25%
21%
20%
15%
9%
9%
7%
10%
6%
5%
0%
Route 43
Route 66
Route 54
Route 167
Route 83
Question 13: Which O C TA bus route were you about to board when you received this survey form?
Chart D-­‐12d
Major Bus Routes Traveled-­‐-­‐Supervisorial District 4
29%
30%
25%
20%
14%
12%
15%
8%
7%
Route 83
Route 143
10%
5%
0%
Route 43
Route 42
Route 26
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 116 APPENDIX D: SURVEY RESULTS BY SUPERVISORIAL DISTRICT Question 13: Which O C TA bus route were you about to board when you received this survey form?
Chart D-­‐12e
Major Bus Routes Traveled-­‐-­‐Supervisorial District 5
20%
20%
17%
18%
16%
13%
14%
11%
12%
10%
7%
8%
6%
4%
2%
0%
Route 91
Route 83
Route 89
Route 85
Route 82
T rip Purpose:
C hart D-13 portrays trip purpose by supervisorial district. The work trip is dominant in District 2 (53 percent) and,
by contrast, respondents in District 3 are the least frequent travelers to work (35 percent). Respondents in District 5
travel infrequently for personal errands (8 percent) especially in comparison to Districts 3 and 4 (each 18 percent) and
Districts 1 and 2 (each 16 percent). College/trade school is a dominant trip for respondents in District 5 (32 percent)
and is not a very important trip in District 2 (3 percent).
Question 14: Where are/were you going on this trip? OR If you are/were going home, where did you come
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 117 APPENDIX D: SURVEY RESULTS BY SUPERVISORIAL DISTRICT from?
Chart D-­‐13
Trip Purpose by Supervisorial District
100%
90%
4%
6%
2%
9%
10%
7%
11%
7%
3%
80%
70%
60%
50%
12%
16%
4%
9%
3%
5%
7%
6%
6%
8%
12%
4%
2%
2%
8%
School (K-­‐12)
32%
18%
Shopping
18%
16%
8%
18%
Health/Doctor
College/Trade School
40%
Personal Errands
30%
20%
Recreation/Social
53%
40%
45%
35%
43%
Work
10%
0%
District 1
District 2
District 3
District 4
District 5
T ransfers M ade on Bus T rip:
C hart D-14 indicates the mean number of transfers made by respondents on the survey trip according to supervisorial
district. The mean number of transfers is highest in Districts 1 and 2 (each at 1.93) and the mean is lowest in District
3 (1.64).
O ther T ransportation Modes Used to Complete T rip:
C hart D-15 shows the other modes used to complete the trip according to supervisorial district. The use of the
walking trip is consistent across the 5 districts (ranging from 56 percent in District 4 to 63 percent in District 5).
Other OCTA buses are utilized largely by respondents in District 4 (32 percent) and District 1 (30 percent) and are
least utilized in District 5 (21 percent) and District 3 (22 percent).
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 118 APPENDIX D: SURVEY RESULTS BY SUPERVISORIAL DISTRICT Question 15: How many total transfers will/did you make during this trip from where you started to your
final destination?
Chart D-­‐14
Mean Number of Transfers by Bus Riders per Supervisorial District
1.45
1.50
1.55
1.60
1.65
1.70
1.75
1.80
1.85
1.90
District 1
1.93
District 2
1.93
1.95
1.64
District 3
1.84
District 4
1.79
District 5
Question 16: Other than the bus you are on now or were on after you were handed the survey, what
other travel modes did you or will you use to complete that trip?
Chart D-­‐15
Major Other Transportation Modes Used to Complete Trip by Supervisorial District Walk 2 or More Blocks
70%
Other OCTA Bus
62%
Bicycle
Carpool
Metrolink Train
Drive Self By Car
63%
60%
59%
Other Bus System
56%
60%
50%
40%
28%
30%
20%
10%
32%
30%
22%
12%
7%
4% 3%
2%
17%
21%
16%
6% 7%5%
4%
9%
7%
2%2%
12%
8%8%8%
4%
16%
10%
4% 5%
0%
District 1
District 2
District 3
District 4
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 District 5
Page 119 APPENDIX D: SURVEY RESULTS BY SUPERVISORIAL DISTRICT T ravel Time for Bus T rip:
C hart D-16 indicates the mean travel time for bus trips by supervisorial district. Respondents in District 2 (mean of 1
hour and 55 minutes) exhibit the highest travel time while those in District 3 have the lowest travel time (mean of 1
hour and 15 minutes).
Question 17: How much time would you estimate you have spent or will spend completing this trip ±start to finish ±
from where you started to your final destination, including all transfers to and from other transit systems, if applicable?
Chart D-­‐16
Mean Travel Time by Supervisorial District
District 1, 1:35
District 2, 1:55
District 3, 1:15
District 4, 1:30
District 5, 1:30
0:00
0:14
0:28
0:43
0:57
1:12
1:26
1:40
1:55
Section 5: Sources of Information about O C T A Bus Service
Sources of Information:
C hart D-17a portrays the most frequently cited sources about OCTA bus service by supervisorial district. These
sources of information used to obtain information about OCTA bus service are generally consistent across districts
with two notable exceptions. First, the respondents in District 5 (39 percent) use inside bus advertising as a source of
information much less than do respondents in other districts (range of 51 percent in District 1 to 54 percent in District
2). Second, the respondents in District 5 (45 percent) also use information from the eBusbook less frequently than do
respondents from the other districts (range of 49 percent in District 2 to 58 percent in District 3).
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 120 APPENDIX D: SURVEY RESULTS BY SUPERVISORIAL DISTRICT Question 10: Which of the following sources have you used for getting information about O C T A
bus service?
Chart D-­‐17a
Most Frequently Used Sources of OCTA Bus Information by Supervisorial District
District 1
District 2
District 3
District 4
District 5
83%
86%
82%
85%
87%
Printed Bus Books
64%
67%
67%
64%
62%
Information at Bus Stops
53%
58%
55%
58%
46%
52%
54%
53%
57%
45%
50%
49%
58%
50%
45%
51%
54%
52%
52%
39%
Telephone Customer Information Center (636 RIDE)
Text4Next (mobile texting for next bus schedules
Information from eBusbook (OCTA's website)
Inside Bus Advertising
48%
49%
49%
49%
41%
44%
47%
53%
50%
45%
On-­‐Bus Rider Alerts Flyers
Trip Planner from OCTA's Website
0% 10% 20% 30% 40% 50% 60% 70% 80% 90%100%
C hart D-17b shows the less frequently cited sources about OCTA bus service by supervisorial district. For each
source of information on this chart (except OCTA Mobile Site), the respondents in District 5 use the identified source
of information less frequently than do the respondents from the other districts. These differences are particularly
notable regarding social media where respondents in District 5 (24 percent) are less likely to use this source of
information than are respondents in the other districts (range of 35 percent in District 4 to 37 percent in District 3).
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 121 APPENDIX D: SURVEY RESULTS BY SUPERVISORIAL DISTRICT Question 10: Which of the following sources have you used for getting information about O C T A
bus service?
Chart D-­‐17b
Less Frequently Used Sources of OCTA Bus Information
by Supervisorial District
District 1
District 2
District 3
District 4
Outside Bus Advertising
32%
Special Promotional Service Brochure on Bus
Google Transit Website
OCTA Mobile Site
Email/Rider Alerts
511 (phone)
Social Media (Facebook/Twitter)
Go511.com Website
District 5
44%
41%
44%
41%
43%
40%
43%
43%
32%
39%
44%
46%
42%
33%
40%
43%
40%
43%
39%
39%
38%
39%
38%
29%
35%
36%
35%
36%
25%
36%
36%
37%
35%
24%
32%
32%
32%
32%
23%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90%100%
E ffectiveness of Information Sources:
C hart D-18a portrays the most effective information sources by supervisorial district. The level of effectiveness in
general for each of these sources is consistent across the five districts. However, there is one notable exception. That
is, respondents in District 5 (83 percent) consider on-bus rider alert flyers to be substantially more effective sources of
information than do respondents from the other districts (range of 57 percent in District 2 to 68 percent in District 1).
C hart D-18b shows the less effective information sources by supervisorial district. For the most part, the level of
effectiveness for each of these sources is consistent across the five districts. The major difference occurs with regard
to outside bus advertising, where respondents in District 5 (66 percent) find this source of information to be more
effective than do the respondents from the other districts (range of 44 percent in District 3 to 55 percent in District 1).
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 122 APPENDIX D: SURVEY RESULTS BY SUPERVISORIAL DISTRICT Question 11: How effective was that source of information in getting information to you about O C T A
bus service?
Chart D-­‐18a
Percentage Who Rate the More Effective Information Sources as Effective by Supervisorial District
District 1
District 2
District 3
District 4
District 5
87%
89%
85%
84%
89%
Printed Bus Books
Telephone Customer Information Center (636-­‐
Ride)
74%
71%
71%
75%
76%
Text4Next (mobile texting for next bus schedules)
70%
72%
75%
71%
72%
Information from eBusbook (OCTA's website)
69%
60%
75%
68%
61%
Trip Planner from OCTA's Website
63%
59%
67%
65%
67%
On-­‐Bus Rider Alerts Flyers
68%
57%
64%
59%
83%
66%
53%
58%
59%
69%
Special Promotional Service Brochure on Bus
65%
58%
60%
57%
58%
Information at Bus Stops
0% 10% 20% 30% 40% 50% 60% 70% 80% 90%100%
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 123 APPENDIX D: SURVEY RESULTS BY SUPERVISORIAL DISTRICT Question 11: How effective was that source of information in getting information to you about O C T A
bus service?
Chart D-­‐18b
Percentage Who Rate the Less Effective Information Sources as Effective by Supervisorial District
District 1
District 2
District 3
64%
58%
56%
56%
64%
60%
57%
59%
59%
59%
59%
52%
64%
58%
55%
55%
46%
44%
49%
66%
52%
40%
48%
47%
50%
49%
43%
38%
48%
40%
50%
35%
40%
44%
48%
43%
35%
34%
40%
42%
Inside Bus Advertising
Google Transit Website
OCTA Mobile Site
Outside Bus Advertising
Email/Rider Alerts
511 (phone)
Social Media (Facebook/Twitter)
Go511.com Website
0%
10%
20%
30%
40%
50%
60%
70%
80%
90% 100%
Spoken L anguages:
C hart D-19 shows that English was particularly prevalent among returned surveys from District 5 (85 percent) and
District 3 (84 percent); Spanish was strongest in District 1 (35 percent).
Based upon C hart D-20 (and consistent with the language of the returned surveys), English is particularly dominant
as a spoken language in Districts 5 (91 percent) and District 3 (90 percent). The greatest percentage of Spanish
speakers is in District 1 (65 percent).
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 124 APPENDIX D: SURVEY RESULTS BY SUPERVISORIAL DISTRICT Chart D-­‐19
Language of Completed Surveys by Supervisorial District 1%
1%
2%
100%
16%
22%
15%
24%
35%
80%
60%
Vietnamese
84%
77%
40%
85%
75%
63%
Spanish
English
20%
0%
District 1
District 2
District 3
District 4
District 5
Question 37: Other than [language of survey], what other language(s) do you speak?
Chart D-­‐20
Percentage of Respondents Who Speak Designated Languages
by Supervisorial District
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
English
Spanish
Tagalog
Vietnamese
Chinese
Korean
3%
American Sign Language
1%
District 1
79%
65%
2%
1%
1%
District 2
85%
44%
2%
3%
2%
District 3
District 4
90%
43%
2%
3%
2%
3%
1%
District 5
85%
51%
3%
3%
2%
1%
1%
91%
42%
6%
3%
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 2%
Page 125 APPENDIX D: SURVEY RESULTS BY SUPERVISORIAL DISTRICT Prefer red L anguage:
According to C hart D-21, English is heavily preferred in District 3 (70 percent) and least preferred in District 1 (53
percent) as a means to receive bus information. Conversely, Spanish is most preferred in District 1 (43 percent) and
least preferred in District 3 (25 percent).
Question 38: Among the languages you speak, which one do you most prefer for receiving bus?
information?
Chart D-­‐21
Preferred Langauge by Supervisorial District
100%
80%
2%
1%
1%
1%
1%
2%
32%
25%
32%
2%
31%
43%
Vietnamese
60%
Tagalog
Spanish
40%
70%
64%
English
65%
62%
District 4
District 5
53%
20%
0%
District 1
District 2
District 3
E lectronic Media:
C hart D-22 LQGLFDWHV WKH UHVSRQGHQW¶V DFFHVV WR HOHFWURQLF PHGLD DQG SD\PHQW PHWKRGV E\ VXSHUYLVRULDO GLVWULFW
With regard to access to social media, there are three areas that are noteworthy: With reference to the use of cell
phones, there is relatively high access in District 2 (62 percent) and Districts 1, 4, and 5 (each 60 percent) versus low
DFFHVV LQ 'LVWULFW SHUFHQW &RQFHUQLQJ DFFHVV WR ,QWHUQHW RQ UHVSRQGHQW¶V FRPSXWHU WKHUH LV KLJK DFFHVV LQ
District 5 (48 percent) and low access in District 1 (36 percent). In District 5, the use of Facebook (32 percent) is high
compared to Districts 1 and 2 (each at 20 percent). The use of a debit card for payment is higher in District 4 (32
percent) and District 5 (31 percent) as opposed to District 1 (18 percent). The credit card is used to a greater extent in
Districts 4 (17 percent) and 5 (16 percent) versus District 1 (9 percent).
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 126 APPENDIX D: SURVEY RESULTS BY SUPERVISORIAL DISTRICT Question 25: Do you currently have access to these electronic media and payment methods?
Chart D-­‐22
Access to Electronic Media by Supervisorial District
Other Social Media
District 1
3%
District 2
3%
District 3
5%
District 4
3%
District 5
5%
Other Smart Phone
4%
6%
3%
3%
1%
Twitter
5%
5%
6%
7%
8%
iPhone
8%
15%
11%
9%
9%
Android Phone
12%
13%
12%
15%
17%
Credit card
9%
13%
13%
17%
16%
Facebook
20%
20%
25%
26%
32%
Debit Card
18%
24%
27%
32%
31%
Internet on My Computer
36%
41%
45%
43%
48%
Cell Phone
60%
62%
53%
60%
60%
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 127 APPENDIX D: SURVEY RESULTS BY SUPERVISORIAL DISTRICT C hart D-23 shows the social media most preferred for receiving schedule and route information by supervisorial
district. The use of the cell phone is largely consistent across the five districts (range of 42 percent in District 3 to 49
percent in District 1). There is slightly more variation by district with regard to the use of the Internet on the
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Question 26: Through which of these electronic media would you most prefer to receive scheduling and route
information?
0%
Distric
t 1
Chart D-­‐23
Social Media Most Preferred for Receiving Schedule and Route Information by Supervisorial District
20%
40%
49%
60%
26%
80%
9%
100%
7% 5%
Cell Phone
Distric
t 2
Distric
t 3
46%
30%
42%
28%
10% 3% 9%
12% 5% 9%
Internet on My Computer
Android Phone
Facebook
iPhone
Distric
t 4
45%
Distric
t 5
45%
27%
34%
11% 6% 7%
8% 6% 6%
Section 6: F are Payment
F are Payment:
C hart D-24 through C hart D-26 exhibit methods of fare payment (current and past) by supervisorial district. C hart
D-24 shows that the fare payment methods for the current survey trip are consistent over the 5 districts. Examples of
this consistency are as follows: respondents who pay cash range from 46 percent in District 1 to 50 percent in District
5; respondents who use a regular 30 day pass range from 15 percent in District 5 to 20 percent in Districts 1 and 2;
respondents who use the one day pass purchased on board range from 11 percent in Districts 4 and 5 to 15 percent in
District 2. C hart D-25a indicates the most frequently cited other payment methods (not including the current survey
trip) by supervisorial districts. There is substantial consistency once again over the 5 supervisorial districts with one
exception: those who have purchased the one-day pass on board in District 1 total 46 percent²a lower percentage
than the other 4 districts, all of which are at 50 percent and above. C hart D-25b shows the least frequently cited
other payment methods (not including the current survey trip) by supervisorial district. The percentages associated
with these other payment methods are small (1 to 6 percent) and there is little variation within the payment methods
and among supervisorial districts.
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 128 APPENDIX D: SURVEY RESULTS BY SUPERVISORIAL DISTRICT Question 18: How did you pay for this trip?
Chart D-­‐24
Method of Fare Payment: This Trip by Supervisorial District
100%
90%
1%
3%
6%
7%
1%
3%
2%
9%
80%
14%
15%
70%
60%
20%
20%
3%
5%
3%
5%
3%
12%
17%
5%
3%
3%
3%
7%
11%
16%
2%
6%
12%
University Pass
Employer Pass
11%
One-­‐Day Pass-­‐-­‐Prepaid
15%
Youth 30-­‐Day Pass
50%
Senior-­‐Disabled 30-­‐Day Pass
40%
30%
46%
47%
48%
47%
50%
20%
One-­‐Day Pass-­‐-­‐
Purchased On-­‐Board
Regular 30-­‐Day Pass
10%
Cash
0%
District 1
District 2
District 3
District 4
District 5
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 129 APPENDIX D: SURVEY RESULTS BY SUPERVISORIAL DISTRICT Question 19: Please indicate if you have ever used any of these other methods to pay for an
O C T A bus trip.
Chart D-­‐25a
Most Frequently Cited Other Fare Payment Methods Used
by Supervisorial District District 1
0%
District 2
10%
District 3
20%
District 4
30%
District 5
40%
46%
One-­‐Day Pass-­‐-­‐
Purchased On-­‐Board
17%
18%
22%
19%
19%
One-­‐Day Pass-­‐-­‐Prepaid
Youth 30-­‐day Pass
Senior-­‐Disabled 30-­‐Day Pass
Metrolink Ticket/Pass
54%
50%
52%
56%
26%
26%
31%
25%
28%
Regular 30-­‐Day Pass
Regular 15-­‐Day Pass
60%
38%
40%
36%
37%
38%
Cash
Regular 7-­‐Day Pass
50%
6%
9%
9%
10%
10%
6%
6%
10%
10%
8%
9%
6%
10%
8%
4%
7%
4%
7%
6%
8%
3%
5%
4%
8%
2%
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 130 APPENDIX D: SURVEY RESULTS BY SUPERVISORIAL DISTRICT Chart D-­‐25b
Less Frequently Cited Other Fare Payment Methods Used
by Supervisorial District
District 1
District 2
0%
District 3
District 4
4%
6%
2%
4%
4%
4%
One-­‐Day Pass from 10-­‐Pack
College Pass
Youth Summer Pass
OCLink
Employer Pass
2%
1%
1%
1%
1%
1%
1%
1%
Senior-­‐Disabled 7-­‐
Day Pass
1%
1%
1%
1%
6%
5%
5%
3%
2%
3%
2%
2%
Senior-­‐Disabled 15-­‐
Day Pass
10%
3%
2%
1%
1%
8%
3%
3%
3%
2%
Express 30-­‐Day Pass
University Pass
3%
3%
3%
District 5
3%
3%
3%
2%
4%
2%
2%
4%
2%
2%
C hart D-26 combines payment methods (current survey payment along with all other types of payments ever made)
and shows them by supervisorial district. Two areas are noteworthy: regarding the one-day pass purchased on board,
District 2 represents the high end of the range (69 percent) and District 1 represents the low end (60 percent);
regarding the senior disabled 30 day pass, District 5 is high (20 percent) and District 3 (10 percent) is low.
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 131 APPENDIX D: SURVEY RESULTS BY SUPERVISORIAL DISTRICT Chart D-­‐26
Respondents by Supervisorial District Have Ever Paid Fare by....
District 1
District 2
District 3
District 4
District 5
100%
90%
87%
84% 84%
88%
84%
80%
70%
60%
50%
69%
67%
63%
60% 62%
48%
46%46% 47%
43%
40%
30%
25%
20%21% 22%
21%
20%
10%
20%
14%13% 13%
10%
15% 15%
11%
10%
8%
0%
A dditional Information about Bus Pass Use:
C hart D-27 indicates the reason respondents have never used a bus pass by supervisorial district. A relatively narrow
range ± from 53 percent in District 1 to 60 percent in District 3 state that they have no need for such a pass. A
similarly narrow range is exhibited for respondents who indicate they are not aware where to purchase bus passes ±
from 21 percent in District 3 to 30 percent in District 5.
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 132 APPENDIX D: SURVEY RESULTS BY SUPERVISORIAL DISTRICT Question 20: If you have never used any of the passes in Questions 18-19, please tell us why you have
not used any of these O C T A bus passes.
Chart D-­‐27
Reason for Not Using a Bus Pass by Supervisorial District
100%
4%
4%
9%
12%
7%
4%
80%
27%
22%
11%
2%
6%
21%
8%
9%
3%
4%
4%
28%
30%
Have Never Used Bus Pass
Other (not specified or minor mention)
Too Costly
60%
Not Aware of Where to Purchase
No Need
40%
53%
58%
60%
District 2
District 3
57%
57%
District 4
District 5
20%
0%
District 1
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 133 APPENDIX D: SURVEY RESULTS BY SUPERVISORIAL DISTRICT C hart D-28 shows the preferred location to purchase a bus pass by supervisorial district. The dominant finding is that
there is consistency across the 5 districts with regard to the preference to potentially purchase a bus pass at a grocery
store/convenience store (range of 63 percent in District 5 to 68 percent in District 2). There is some variation in the
preference to purchase a bus pass at the OCTA store (range of 11 percent in District 1 to 5 percent in District 2.
Question 21: If you have ever purchased or plan to purchase a bus pass, where would you prefer to
purchase your O C T A bus pass?
Chart D-­‐28
Preferred Location to Purchase Bus Pass by Supervisorial District
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
District 1
2%
District 2
5%
District 3
3%
District 4
6%
District 5
7%
Check Cashing Outlet
1%
2%
1%
On-­‐Board Bus
1%
3%
2%
2%
2%
Telephone (636-­‐RIDE)
2%
3%
2%
3%
3%
OCTA Website
3%
4%
3%
5%
11%
Employer
5%
4%
7%
7%
3%
School
7%
4%
6%
5%
3%
OCTA Store @ OCTA Headquarters
11%
5%
9%
7%
6%
Retail Locations (grocery/convenience stores)
66%
68%
65%
64%
63%
Do Not Plan to Purchase Bus Pass
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 134 APPENDIX D: SURVEY RESULTS BY SUPERVISORIAL DISTRICT Section 7: Demographics
Age of Respondent :
C hart D-29 shows age of respondents by supervisorial district. The median ages range from 37 years of age in
District 5 to 42 years of age in District 4. The lower median age can in part be explained by the fact that one-third (33
percent) of respondents in District 5 are 18-24 years of age. The higher median in District 4 reflects the fact that 64
percent of respondents in this district are 35 years of age or older.
Question 32: Into which of the following age categories do you fall?
Median Age:
District 1:
District 2:
District 3:
District 4:
District 5: Chart D-­‐29
Age by Supervisorial District
40
41
39
42
37
35%
30%
25%
20%
15%
10%
5%
0%
13-­‐17
18-­‐24
25-­‐34
35-­‐44
45-­‐54
55-­‐64
65 or Older
13-­‐17
18-­‐24
25-­‐34
35-­‐44
45-­‐54
55-­‐64
65 or Older
District 1
4%
22%
14%
18%
20%
15%
7%
District 2
3%
12%
18%
23%
20%
16%
8%
District 3
5%
22%
15%
17%
23%
14%
4%
District 4
5%
17%
14%
21%
22%
17%
4%
District 5
3%
33%
6%
23%
17%
12%
6%
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 135 APPENDIX D: SURVEY RESULTS BY SUPERVISORIAL DISTRICT E ducation:
C hart D-30 shows education by supervisorial district. Respondents in District 5 tend to have a higher level of
education than respondents in the other districts and respondents in District 1 tend to have a lower level of education.
In District 5, more than 7 out of 10 respondents (72 percent) are high school graduates or have some college beyond
high school. By contrast, just under three-fifths (56 percent) of respondents in District 1 are high school graduates or
have some college education.
Question 33: What is the highest level of education you have completed?
Chart D-­‐30 Education by Supervisorial District
Some High School or Less
High School Graduate
Some College/Technical School/Asssociate Degree
4-­‐Year College Degree
Post Graduate Degree
39%
40%
36%
35%
34%
34%
33% 33%
33%
30%
30%
25%
28%
27%
25%
26%
26%
20%
18%
20%
15%
10%
10%
10%
8%
7%
6%
3%
5%
4%
3%
4%
3%
0%
District 1
District 2
District 3
District 4
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 District 5
Page 136 APPENDIX D: SURVEY RESULTS BY SUPERVISORIAL DISTRICT E thnicity:
C hart D-31 shows the ethnicity of the current sample by supervisorial district. Latinos are largely represented in
District 1 (69 percent). In the other districts, the percentage of Latinos ranges from 44 percent in District 5 to 54
percent in District 4. Similarly, Caucasians are much less represented in District 1 (16 percent). The percentage of
Caucasians in the other districts range from 28 percent in District 4 to 34 percent in District 5.
Question 34: To ensure that we have a representative sample, please tell us which of these categories
best describes your ethnic origin.
Chart D-­‐31
Ethnicity by Supervisorial District
70%
69%
60%
Hispanic/Latino
White/Caucasian
Asian/Pacfic Islander
Black/African-­‐American
Mixed Ethnicities
Native American/American Indian
50%
54%
49%
47%
44%
40%
34%
31%
30%
28%
30%
20%
16%
11%
10%
6%
5%
1%1%2%
8%
6%
4%
2%2%
8% 9%
2%
1% 1%
7%6%
3%2%
7%
4%
0%
District 1
District 2
District 3
District 4
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 District 5
Page 137 APPENDIX D: SURVEY RESULTS BY SUPERVISORIAL DISTRICT Income:
C hart D-32 shows respondent income by supervisorial district. The income range across the five districts is fairly
narrow.
Question 35: Which of the following categories best describes your household income?
Chart D-­‐32
Respondent Income by Supervisorial District
District 1
District 2
District 3
District 4
District 5
Under $10,000
$10,000 but under $20,000
22%
12%
12%
13%
$20,000 but under $35,000
$50,000 but under $75,000
$75,000 but under $100,000
$100,000 but under $150,000
$150,000 or more
0%
20%
17%
5%
6%
6%
7%
6%
4%
2%
5%
3%
7%
1%
1%
1%
2%
5%
1%
2%
1%
2%
1%
1%
1%
2%
1%
$35,000 but under $50,000
30%
29%
26%
31%
46%
47%
39%
41%
42%
5%
10%
15%
20%
25%
30%
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 35%
40%
45%
50%
Page 138 APPENDIX D: SURVEY RESULTS BY SUPERVISORIAL DISTRICT Gender:
C hart D-33 indicates that the sample respondents overall are 44 percent male and 56 percent female. It is also shown
that all districts except District 3 (50 percent male; 50 percent female) have a greater percentage of females than they
do males. Females are particularly dominant in District 4 (60 percent female; 40 percent male).
Question 39: What is your gender?
Chart D-­‐33
Gender of Respondents by Supervisorial District
60%
50%
Male
57%
43%
55%
60%
Female
54%
50% 50%
45%
40%
46%
40%
30%
20%
10%
0%
District 1
District 2
District 3
District 4
District 5
E mployment Status and O ccupation:
C hart D-34 indicates employment status by supervisorial district. Two areas are worthy of mention: Students who
are not working are strongly represented in District 5 (27 percent) but they are present to a much lesser degree in
District 2 (7 percent). Also, respondents who are not currently employed are represented to a greater extent in District
2 (17 percent) and to a much lesser extent in District 5 (8 percent).
C hart D-35a displays the most common occupations/industries by supervisorial district. Three areas are noteworthy:
The services industry is represented to a greater extent in District 2 (26 percent) and to a lesser degree in District 3 (18
percent). With regard to the hospitality industry, respondents are largely present in District 5 (19 percent) and District
1 (18 percent) in comparison to much less representation in District 3 (13 percent). Retail workers are found in
District 1 (15 percent) more so than they are in Districts 3, 4, and 5 (each 10 percent). C hart D-35b indicates the less
common occupations/industries of bus riders by supervisorial district. In the area of finance, insurance, and real
estate, the range of employment is 7 percent in District 5 to 2 percent in District 2. Regarding engineering science,
greater employment occurs in District 3 (7 percent) and much less occurs in District 4 (1 percent).
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 139 APPENDIX D: SURVEY RESULTS BY SUPERVISORIAL DISTRICT Question 27: Which one of the following categories best describes your employment status?
Chart D-­‐34 Employment Status by Supervisorial District
31%
Employed Full-­‐Time
Employed Part-­‐Time
17%
12%
12%
13%
Not Currently Employed
8%
4%
Disabled -­‐ Unable to Work
3%
4%
3%
Homemaker
Retired
1%
0%
27%
17%
District 1
District 2
District 3
10%
District 4
9%
4%
20%
15%
7%
22%
22%
20%
22%
13%
7%
Student -­‐-­‐ Not Working
37%
36%
34%
36%
District 5
6%
6%
5%
6%
4%
3%
5%
10%
15%
20%
25%
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 30%
35%
40%
Page 140 APPENDIX D: SURVEY RESULTS BY SUPERVISORIAL DISTRICT Question 28: What is your occupation?
Chart D-­‐35a
Most Common Occupations/Industries of Bus Riders by Supervisorial District
0%
5%
10%
15%
20%
25%
30%
21%
18%
Services
18%
16%
13% 16%
19%
15%
12%
10%
10%
10%
Hospitality (Hotels and Restaurants)
Retail
4%
2%
Medical/Health
5%
4%
5%
3%
5%
General Office
General Labor
2%
7%
4%
6%
4%
5%
District 1
District 2
District 3
District 4
District 5
4%
4%
6%
3%
4%
2%
4%
3%
5%
4%
5%
3%
2%
3%
Homemaker/Work @ Home
Construction
8%
7%
1%
Manufacturing
26%
24%
22%
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 141 APPENDIX D: SURVEY RESULTS BY SUPERVISORIAL DISTRICT Question 28: What is your occupation?
Chart D-­‐35b
Less Common Occupations/Industries of Bus Riders by Supervisorial District
0%
2%
2%
Finance/insurance/Real Estate
Education
2%
2%
2%
Sales
2%
2%
2%
Engineering/Sciences
1%
Warehouse
4%
1%
Transportation/Utilities
7%
4%
3%
3%
5%
3%
7%
5%
3%
5%
2%
4%
2%
5%
4%
1%
Administration/Mgmt
2%
10%
5%
3%
3%
3%
3%
2%
2%
8%
3%
2%
Arts/Entertainment/Amusement Park
6%
District 1
District 2
District 3
District 4
District 5
3%
C hart D-36a identifies the most frequently cited cities where OCTA bus riders work by supervisorial district. These
cities are summarized as follows: Anaheim, District 4 ± 33 percent; Santa Ana, District 1 ± 30 percent; Irvine,
District 3 ± 21 percent; Costa Mesa, District 2 -- 16 percent; and Fullerton, District 4 ± 16 percent. C hart D-36b
identifies the less frequently cited cities where OCTA bus riders work by supervisorial district. Although these are
cities that are less mentioned by all OCTA bus riders, there are some significant local work destinations that are
unique by district, including: Mission Viejo, District 5 ± 19 percent; Other Orange County Cities (District 5) ± San
Juan Capistrano, Laguna Hills, Laguna Niguel, and Lake Forest ± 50 percent; and Other Orange County Cities
(District 2) ± Corona Del Mar, Fountain Valley, Stanton, and Brea ± 23 percent.
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 142 APPENDIX D: SURVEY RESULTS BY SUPERVISORIAL DISTRICT Question 29: In what city do you work?
Chart D-­‐36a
Most Frequently Cited Cities Where OCTA Bus Riders Work
by Supervisorial District
0%
5%
10%
15%
20%
8% 10%
Anaheim
Santa Ana
6%
Irvine
1%
Costa Mesa
3%
2%
1%2%
Fullerton
6%
5%
6%
Newport Beach
Long Beach/Seal Beach
30%
33%
30%
11%
9%
35%
19%
12%
7%
5%
3% 6%
4% 7%
2% 4%5%
2%
1%2%
2%
Orange
9%
9%
25%
21%
16%
District 1
District 2
District 3
District 4
District 5
16%
9%
10%
Question 29: In what city do you work?
Chart D-­‐36b
Less Frequently Cited Cities Where OCTA Bus Riders Work
by Supervisorial District
0%
Huntington Beach
Garden Grove
Buena Park
Mission Viejo
Tustin
Laguna Beach
La Habra
Other Orange County Cities
Cities in Other Counties
10%
20%
30%
40%
50%
60%
2%4%
District 1
2%4%
District 2
3%
2%
District 3
3%
2%
District 4
1%
2% 5%
District 5
3%
3%
1%
19%
3%
1%
2%
District 1-­‐-­‐other Orange County cities = Westminster, Fountain Valley, Lake Forest
2%
District 2-­‐-­‐other Orange County cities = Corona del Mar, Fountain Valley, Stanton, 1% 4%
Brea 1%
1%
4% District 4-­‐-­‐other Orange County cities = Brea, Placentia, Yorba Linda-­‐-­‐-­‐
other Counties' cities = Los Angeles, West Covina, Whittier
1%
1%
District 5
-­‐-­‐other Orange County cities = San Juan Capistrano, Laguna Hills, 4%
Laguna Niguel, Lake Forest
10%
23%
4% 9%
50%
1%3%
4% 8%
2%
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 143 APPENDIX D: SURVEY RESULTS BY SUPERVISORIAL DISTRICT C hart D-37 shows the percentage of respondents who both work and attend school. These percentages are displayed
for the overall sample as well as for each of the 5 supervisorial districts. For all respondents, 30 percent both attend
school and work currently. District 1 (28 percent), District 4 (33 percent), and District 3 (34 percent) parallel the
overall percentage. In District 5 (40 percent), a higher percentage of respondents attend both work and school and in
District 2 (21 percent) a lesser percentage attends both activities.
Question 30: Are you also attending school at this time?
Chart D-­‐37
Both Work and Attend School by Supervisorial District
No
Yes
100%
80%
60%
72%
66%
79%
67%
60%
40%
20%
28%
21%
34%
0%
District 1
District 2
District 3
33%
District 4
40%
District 5
C hart D-38a presents the most frequently cited cities where respondents attend school by supervisorial district. The
following cities are dominant in this regard: Santa Ana, District 1 ± 65 percent; Huntington Beach, District 2 ± 13
percent; Irvine, District 3 ± 39 percent; Fullerton, District 4 ± 35 percent; Anaheim, District 4 ± 20 percent; Mission
Viejo, District 5 ± 76 percent. C hart D-38b shows the less frequently citied cities where respondents attend school
by supervisorial district. These less cited cities are most important for District 2 bus riders ± Laguna Beach/Seal
Beach (10 percent), Cypress (8 percent), Newport Beach (8 percent), and Garden Grove (6 percent).
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 144 APPENDIX D: SURVEY RESULTS BY SUPERVISORIAL DISTRICT Question 31: In what city do you attend school?
0%
Chart D-­‐38a
Most Frequently Cited Cities Where Attend School by Supervisorial D
istrict 50%
10%
20%
30%
40%
60%
Santa Ana
5%
6%8%
5%
5%
4%6%
Fullerton
Anaheim
1%
Irvine
Mission Viejo
Orange
Huntington ͙
District 1
16%
35%
District 2
District 3
20%
4%
6%
1%
1%
1%
2% 7%
5%
1%
1%
80%
65%
13% 18%
17%
District 4
39%
8%
6%
9% 13%
3%5%
Costa Mesa
70%
District 5
76%
13%
Question 31: In what city do you attend school?
Chart D-­‐38b
Less Frequently Cited Cities Where Attend School by Supervisorial District
0%
5%
10%
Garden Grove
1%
1%
Long Beach/Seal Beach
1%
Cypress
1%
Other Orange County Cities
Cities in Other Counties
1%
1%
6%
10%
15%
District 1
District 2
District 3
District 4
8%
3%
8%
5%
3%
District 2: Other Orange County Cities = Newport Beach
District 4: Other Orange County Cities = Tustin
Cities in Other Counties = Los Angeles, Whittier
1%
1%
7%
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 145 APPENDIX D: SURVEY RESULTS BY SUPERVISORIAL DISTRICT Residential Zip Codes:
C hart D-39 shows the major residential zip codes of the survey respondents by supervisorial district. The most
prevalent residential zip codes are summarized as follows: District 1 (92703 ± 15 percent); District 2 (92627 ± 14
percent); District 3 (92701 ± 10 percent); District 4 (92805 ± 13 percent); and District 5 (92630 ± 24 percent).
Question 36: What is your home zip code?
Chart D-­‐39
Residential Zip Codes with 5% or More of Respondents per Supervisorial District
0%
10%
District 1
92703, 15%
District 2
92627, 14%
District 3
District 4
District 5
20%
92704, 13%
30%
40%
92701, 11% 92707, 9%
50%
60%
70%
92796, 92780,92843, 6%
6%
5%
92647,
90680, 9% 92704, 8%
5%
90680,
92701, 10% 92805, 8%92780, 7%
6%
92805, 13%
92801, 10%
90634, 92802, 92833,
5% 5% 5%
92630, 24%
92670, 10%
92691, 92701, 6%
6%
O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h Ͷ F e b r u a r y 2 0 1 2 Page 146 APPENDIX D: SURVEY RESULTS BY SUPERVISORIAL DISTRICT Residential Zip Codes:
Chart D-39 shows the major residential zip codes of the survey respondents by supervisorial district. The most
prevalent residential zip codes are summarized as follows: District 1 (92703 – 15 percent); District 2 (92627 – 14
percent); District 3 (92701 – 10 percent); District 4 (92805 – 13 percent); and District 5 (92630 – 24 percent).
Question 36: What is your home zip code?
Chart D-­‐39 Residential Zip Codes with 5% or More of Respondents per Supervisorial District 0% 10% District 1 92703, 15% District 2 92627, 14% District 3 District 4 District 5 20% 92704, 13% 30% 40% 92701, 11% 92707, 9% 50% 60% 70% 92796, 92780, 92843, 6% 5% 6% 92647, 90680, 9% 92704, 8% 5% 90680, 92780, 7% 92701, 10% 92805, 8% 6% 92805, 13% 92833, 90634, 92802, 92801, 10% 5% 5% 5% 92670, 10% 92630, 24% 92691, 92701, 6% 6% O r a n g e C o u n t y T r a n s p o r t a t i o n A u t h o r i t y 2 0 1 1 B u s S a t i s f a c t i o n S u r v e y R e p o r t R e a & P a r k e r R e s e a r c h — F e b r u a r y 2 0 1 2 Page 147 Orange County Transportation Authority 2011 ACCESS Customer Satisfaction Survey Report Rea & Parker Research November, 2011 Table of Contents
Key Survey Report Findings
ii
Introduction
1
Report Organization and Method of Data Analysis
1
Survey Findings
2
Demographic Statistics/Respondent Characteristics
2
Satisfaction with ACCESS Transportation Services
5
ACCESS Usage Characteristics
12
Use and Satisfaction with Taxicabs for Providing ACCESS Trips
17
Satisfaction with the In-Person Functional Assessments
Provided to Determine ACCESS Eligibility
23
Awareness and Use of Fixed Route Service for
ACCESS Customers
25
Appendix--Survey Frequencies and Open-Ended Responses
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority i 29
Rea & Parker Research November, 2011 Key Report Findings
Satisfaction with ACCESS Transportation Service
x
ACCESS customers exhibit a strong level of satisfaction with ACCESS transportation services.
Specifically, 88 percent of ACCESS customers are either very satisfied or somewhat satisfied
with ACCESS services overall. On a scale of 1 to 5, where 1 represents very satisfied and 5
represents very dissatisfied, the mean satisfaction score is 1.59. These ratings represent
significant improvement over the already high satisfaction ratings reported in the 2008 ACCESS
survey, where 85 percent were either very satisfied or somewhat satisfied with ACCESS service
and the mean rating was 1.73.
x
Supporting this high level of satisfaction is the finding that 37 percent of ACCESS customers feel
that ACCESS service is better than it was 12 months ago while only 6 percent feel that it has
gotten worse. A similar level of satisfaction regarding perceived improvement in ACCESS
service was expressed in the 2008 ACCESS survey. Older customers are more inclined to view
ACCESS service as having improved during the last 12 months.
x
Consistent with their overall satisfaction, ACCESS customers are largely satisfied with individual
service characteristics associated with ACCESS transportation service. These mean satisfaction
levels range from 1.30 for cleanliness of the bus interior to 1.91 for 30 minute on-time pick-up
window. It is noteworthy that the satisfaction level for each characteristic has increased since
2008 and reflects the overall (all service characteristics combined) improvement in satisfaction –
from 1.81 in 2008 to 1.56 in 2011.
x
Older ACCESS users, ACCESS customers who use the service less frequently, and riders who do
not have a long tenure as an ACCESS customer tend to exhibit a particularly strong level of
satisfaction toward ACCESS service features.
x
Satisfaction with the characteristics associated with travel time and on-time performance are the
most important considerations in predicting overall satisfaction toward ACCESS service. Efforts
to improve overall satisfaction with ACCESS can be most effectively and powerfully addressed
through improvements in these specific service characteristics.
ACCESS Usage Characteristics
x
Current ACCESS customers use ACCESS service with some frequency. Specifically, nearly onethird (32 percent) of riders use ACCESS 1-3 days per week and 15 percent use the service 4-7
days per week. This is similar to the high usage found in the 2008 ACCESS survey.
x
Current riders, as well as riders in the 2008 survey, have considerable tenure as ACCESS eligible
riders in that nearly 50 percent of customers in both surveys have been using ACCESS for 4 years
or more.
x
Customers of ACCESS in the current survey largely use the service for health and doctor’s
appointments and other health-related trips (75 percent).
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority ii Rea & Parker Research November, 2011 x
Women are more likely than men to use ACCES for shopping, social/recreational trips, and
personal business trips.
x
The work trip is most common among those in the primary working age group (25 -34 years of
age; school is a major purpose for customers in the 18-34 age group; social/recreational trips and
trips to the doctor or other health-related purposes represent a high percentage of ACCESS trips
among ACCESS customers who are 18 years of age or younger; and personal business trips are
major trips for those 35 years of age or older and under the age of 75.
x
More than one-half of male customers use ACCESS at least once per week, whereas less than
one-half of women use it that frequently. This finding is quite similar to the results of the 2008
survey.
x
The main regular users of ACCESS are between the ages of 18 and 44 (44 percent using
ACCESS 4 days per week or more). In 2008, the ACCESS users were also dominantly in the 1844 age groups, with 56 percent using the service 4 or more days per week.
x
Customers of ACCESS in the 35-64 age groups have the longest tenure in using ACCESS
service.
x
Over one-fourth of ACCESS survey respondents would book ACCESS reservations online if this
service were available. Men and younger ACCESS customers are more likely to book
reservations online.
Use and Satisfaction with Taxicabs for Providing ACCESS Trips
x
Customers who have used taxicabs to make ACCESS trips are highly satisfied with various
features of that service. Mean ratings range from 1.48 (travel time) to 1.60 (cleanliness of
taxicab). The level of satisfaction for each characteristic has increased from the 2008 ACCESS
survey.
x
Stronger satisfaction levels for taxi trips are associated with older ACCESS users, those who use
ACCESS service less frequently, and customers who primarily use Tagalog or one of the Indian
languages.
x
Customers are somewhat split in terms of their awareness of Same Day Taxi Service. However,
there is an increase in the use of Same Day Taxi Service by ACCESS customers since the 2008
survey – from 23 percent to 32 percent. Among those who use Same Day Taxi Service, the
frequency of use is not high with 53 percent using the service only a few times per year.
x
There is considerable satisfaction with Same Day Taxi Service among those who have used this
service, and this satisfaction has grown since 2008. In the current survey, 83 percent are either
very satisfied or somewhat satisfied with Same Day Taxi Service while 70 percent were either
very satisfied or somewhat satisfied in 2008.
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority iii Rea & Parker Research November, 2011 x
Among those who have not used Same Day Taxi Service, 57 percent are not aware that the
service exists. Older residents are less likely to use Same Day Taxi Service and they are less
aware that this service is available.
Satisfaction with the In-Person Functional Assessments Provided to Determine ACCESS
Eligibility
x
ACCESS customers are highly satisfied with various selected characteristics of the functional
assessment process. Mean ratings range from 1.41 to 1.51 and represent an increase in
satisfaction levels from the 2008 survey.
x
Older ACCESS customers, those who use Tagalog and American Sign Language as primary
languages, and those who use ACCESS frequently for social/recreational purposes portray
stronger levels of satisfaction for in-person functional assessments.
Awareness and Use of Fixed Route Service for ACCESS Customers
x
A substantial percentage (75 percent) of ACCESS customers is not aware of the reduced fare
program that enables ACCESS customers to use fixed-route bus service for 25 cents. The most
senior ACCESS customers are less aware of this program than are the other ACCESS customers.
Those whose primary language is Spanish or English are also less aware of this program.
x
One-fifth (20 percent) of ACCESS customers have used fixed-route bus service in addition to
ACCESS service. Among the 80 percent of ACCESS customers who have not used fixed-route
bus service, about two-thirds would not consider fixed route travel training even if such training
could enable them to ride fixed-route buses at a reduced fare.
x
Males and younger ACCESS customers are more likely to have used fixed route service in
addition to ACCESS service. Also, males are more likely to consider participating in fixed route
travel training.
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority iv Rea & Parker Research November, 2011 Introduction The Orange County Transportation Authority (Authority) provides specialized transportation services to
those who are unable to use regular bus service because they have limitations as a result of a disability.
These special services are provided through a program known as ACCESS, which is managed through the
Authority’s Community Transportation Services Department.
The Authority is interested in evaluating customer perceptions and opinions regarding ACCESS service
in a continuing effort to understand the needs of customers with special needs. To this end, the Authority
sponsored a Customer Satisfaction Survey that was distributed by mail to approximately 14,000 ACCESS
eligible customers – one half of all registered ACCESS clients. ACCESS customers also had the
opportunity to complete the survey online through the Survey Monkey website.
As consultant to the Orange County Transportation Authority, Rea & Parker Research was responsible for
tabulating and analyzing the data that were returned on survey forms by ACCESS customers. The
Authority returned 2,692 surveys to the offices of Rea & Parker Research for processing. . The
Authority also provided 40 completed online surveys to Rea & Parker Research, and these additional
surveys were integrated into the data file along with those returned by mail for a total of 2732 surveys.
Immediately upon receiving the completed survey forms from OCTA, Rea & Parker Research began the
computerized entry of survey data.
The Statistical Package for the Social Sciences (SPSS) is the
statistical software used for this purpose.
Most of the survey questions are associated with fixed
categories, and as such, were entered into the data base using numeric codes. Other questions required
written explanation and/or responses that were coded non-numerically. These responses were entered
into the data base verbatim and were coded as “string” responses. Rea & Parker Research “cleaned” the
information provided on the survey forms during data entry to ensure that irrelevant and extraneous
responses did not become part of the data base.
Report Organization and Method of Data Analysis
The following summary of results is divided into six essential information components as follows:
ƒ
ƒ
ƒ
ƒ
ƒ
ƒ
Demographic Statistics/Respondent Characteristics
Satisfaction with ACCESS Transportation Services
ACCESS Usage Characteristics
Use of and Satisfaction with Taxicabs that Provide ACCESS Trips
Satisfaction with the In-Person Functional Assessments Provided to Determine ACCESS
Eligibility
Awareness and Use of Fixed Route Service for ACCESS Customers
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 1 Rea & Parker Research November, 2011 Each section of the report will begin with a very brief abstract or summary of highlights within the
ensuing section in order to orient the reader to what is to follow in greater detail within that section.
Charts have been prepared for each of these major components depicting the basic survey results.
Subgroup analyses for different age groups, gender, primary language, frequency of ACCESS use, and
tenure in the use of ACCESS service will be presented in succinct bulleted and/or tabular format when
statistical significance and relevance warrant such treatment. Crosstabulations, analysis of variance
(ANOVA) and correlations are used to determine the existence of relevant statistically significant
relationships. Comparisons are made between the current 2011 ACCESS survey and the ACCESS survey
conducted in 2008 where questions are comparable.
Lists of open-ended responses to survey questions are contained in the Appendix, along with all question
frequencies.
Survey Findings
Demographic Statistics/Respondent Characteristics
Charts 1 through 5 present demographic characteristics of the ACCESS survey respondents. As shown
in Chart 1, respondents in the current survey are predominantly female (69 percent). This characteristic
is consistent with the respondents in the 2008 ACCESS survey where 70 percent were female. Chart 2
shows that four-fifths (80 percent) of the ACCESS respondents report English as their primary language
with only 7 percent indicating that Spanish is their primary language. Again, this is similar to the 2008
ACCESS survey where 85 percent indicated that English was their primary language and only 4 percent
reported Spanish as primary. As expected, seniors are the major ACCESS customer base. The median
age is 74 years with nearly one-fourth (23 percent) over the age of 85. Similarly, the median age of 2008
ACCESS customers was 75 (Chart 3).
As depicted in Chart 4, 15 percent of the respondents live in the following 5 zip codes: 92804 (4.1
percent), 92801 (3.2 percent), 92683 (2.9 percent), 92630 (2.4 percent), and 92870 (2.4 percent). As
shown in Chart 5, over three-fourths (76 percent) completed this survey on their own and this is identical
to the percentage of customers who completed the 2008 survey. In the current year, 14 percent of the
surveys were completed by an ACCESS care giver and another 9 percent were completed by a facility
representative of an ACCESS customer. In the 2008 ACCESS survey, a greater percentage (20 percent)
of surveys was completed by caregivers and a smaller percentage (4 percent) was completed by a facility
representative.
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 2 Rea & Parker Research November, 2011 Chart 1 Respondent Gender Female Male 69% 70% 70% 60% 50% 31% 40% 30% 30% 20% 10% 0% 2011 2008 Chart 2 Primary Language 2011 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 2008 80% 85% 7% 4% 3% 2% 2% 2% 2% 1% 1% 1% 1% 1% 1% 1% 1% 1% 1% 2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 3 1% 2% Rea & Parker Research November, 2011 Chart 3 Respondents' Ages 35% 2011 2008 30% 30% Median Age 2011 = 74 Median Age 2008 = 75 25% 25% 23% 21% 20% 16% 14% 15% 15% 9% 10% 12% 6% 5% 0% 3% 2% 8% 4% 4% 2% 1% Under 18 18-­‐24 25-­‐34 5% 35-­‐44 45-­‐54 55-­‐64 65-­‐74 75-­‐85 Over 85 Chart 4 Major Residential Zip Codes for Survey Respondents 4.5% 4.1% 4.0% 3.5% 3.0% 2.5% 2.0% 3.2% 2.9% 2.4% 2.4% 2.3% 2.1% 2.1% 2.1% 2.0% 1.9% 1.9% 1.9% 1.9% 1.8% 1.7% 1.7% 1.5% 1.0% 0.5% 0.0% 2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 4 Rea & Parker Research November, 2011 Chart 5 Person Completing Survey 80% 76% 76% 70% 60% 50% 40% 2011 2008 20% 20% 14% 9% 1% 30% 10% 4% 0% Friend/Other Facility Care Provider of Representative for ACCESS Customer ACCESS Customer ACCESS Customer Satisfaction with ACCESS Transportation Service
SUMMARY: ACCESS customers exhibit a strong level of satisfaction with ACCESS
transportation services. Specifically, 88 percent of ACCESS customers are either very satisfied
or somewhat satisfied with ACCESS services overall. On a scale of 1 to 5, where 1 represents
very satisfied and 5 represents very dissatisfied, the mean satisfaction score is 1.59. These
ratings represent an increase over the already very high satisfaction ratings reported in the
2008 ACCESS survey, where 85 percent were either very satisfied or somewhat satisfied with
ACCESS service and the mean rating was 1.73.
Supporting this high level of satisfaction is the finding that 37 percent of ACCESS customers
feel that ACCESS service is better than it was 12 months ago while only 6 percent feel that it
has gotten worse. A similar level of satisfaction regarding perceived improvement in ACCESS
service was expressed in the 2008 ACCESS survey. Older customers are more inclined to view
ACCESS service as having improved during the last 12 months.
Consistent with their overall satisfaction, ACCESS customers are largely satisfied with
individual service characteristics associated with ACCESS transportation service. These mean
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 5 Rea & Parker Research November, 2011 satisfaction levels range from 1.30 for cleanliness of the bus interior to 1.91 for 30 minute ontime pick-up window. It is noteworthy that the satisfaction level for each characteristic has
increased since 2008 and reflects the overall (all service characteristics combined)
improvement in satisfaction – from 1.81 in 2008 to 1.56 in 2011. Older ACCESS users,
ACCESS customers who use the service less frequently, and riders who do not have a long
tenure as an ACCESS customer tend to exhibit a particularly strong level of satisfaction
toward ACCESS service features.
Finally, it is found that satisfaction with the characteristics associated with travel time and ontime performance are the most important considerations in predicting overall satisfaction
toward ACCESS service. Efforts to improve overall satisfaction with ACCESS can be most
effectively and powerfully addressed through improvements in these specific service
characteristics.
Chart 6 shows that ACCESS customers demonstrate a high level of satisfaction with ACCESS
transportation services. In fact, nearly 9 in 10 ACCESS survey respondents (88 percent) are either very
satisfied (62 percent) or somewhat satisfied (26 percent). This level of satisfaction is higher than the
already high level of satisfaction expressed in the 2008 survey.
In the current survey, the mean
satisfaction rating is 1.59 on a scale of 1 to 5, where 1 = very satisfied and 5 = very dissatisfied. In the
2008 survey, the mean satisfaction level was 1.73. Another indication that ACCESS survey respondents
are highly satisfied with ACCESS service is shown in Chart 7, where it is demonstrated that nearly twofifths (37 percent) of respondents feel that ACCESS transportation service is better than it was 12 months
ago while only 6 percent feel it is worse. A similar level of satisfaction was expressed in the 2008
ACCESS survey, where a slightly greater percentage (41 percent) felt that the service was better than 12
months prior and a slightly higher percentage (10 percent) felt it was worse.
Chart 8 indicates that ACCESS survey respondents are quite satisfied with selected individual
characteristics of ACCESS transportation services. Respondents rated each characteristic on a scale of 1
to 5, where 1 = very satisfied and 5 = very dissatisfied. The highest levels of satisfaction are expressed
with regard to cleanliness of the bus interior (1.30), cleanliness of the bus exterior and safety on the bus –
each with a rating of 1.31. The least amount of satisfaction is demonstrated with regard to travel time
(1.81), on-time performance (1.86), and the 30-minute on-time pick-up window (1.91). It is noteworthy
that the satisfaction level for each characteristic has increased since 2008 and reflects the overall
improvement in satisfaction -- 1.81 in 2008 and 1.56 in 2011.
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 6 Rea & Parker Research November, 2011 Chart 6 Overall Satisfaction with ACCESS Service 2008 62% 70% 60% Mean Satisfaction Rating (scale 1 = very satisfied and 5 = very dissatisfied) 2011 = 1.59 2008 = 1.73 53% 50% 40% 2011 32% 26% 30% 20% 5% 5% 10% 6% 5% 4% 2% Somewhat Dissatisfied Very Dissatisfied 0% Very Satisfied Somewhat Satisfied Neither Satisfied nor Dissatisfied Chart 7 Change in ACCESS Service-­‐-­‐Past 12 Months 60% 57% 50% 40% 2011 49% 2008 41% 37% 30% 20% 10% 10% 6% 0% Better 2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority Same 7 Worse Rea & Parker Research November, 2011 Chart 8 Mean Satisfaction Ratings for Various ACCESS Service Characteristics 1.00 1.30 1.48 1.31 1.48 1.31 1.48 1.37 1.54 1.54 2.00 (scale: 1= very satisfied and 5 = very dissatisfied) 2011 3.00 4.00 5.00 2008 Cleanliness of Bus Interior Cleanliness of Bus Exterior Safety on Bus Bus Driver Courtesy Service Area* 2.32 1.56 1.81 1.57 1.79 1.58 1.65 1.81 1.99 1.86 2.19 1.91 2.18 OVERALL Reservation Process Cost of Riding ACCESS Travel Time On-­‐Time Performance 30-­‐Minute On-­‐Time Pick-­‐Up … * In 2008, survey question pertained to ¾ mile corridor restriction
Certain statistically significant relationships emerged with regard to how ACCESS customers perceive the
change in service over the past 12 months.
x
x
Older customers perceive that ACCESS service has improved during the past 12 months more so
than do younger customers (55 years of age and over – 38 percent improved; 54 years of age and
under – 32 percent).
Those ACCESS customers whose primary language is Vietnamese (53 percent) and Farsi (52
percent) are more likely to perceive an improvement in ACCESS service over the past 12 months
than are those whose primary language is English (35 percent), Chinese (26 percent), and Korean
(24 percent).
Table 1 shows statistically significant differences in satisfaction for demographic and behavioral
characteristics of ACCESS customers regarding selected ACCESS service features. Older ACCESS
users, ACCESS customers who use the service less frequently, and riders who do not have a long tenure
as an ACCESS customer tend to exhibit a stronger level of satisfaction regarding these individual
ACCESS service features as do those riders whose primary language is Tagalog, one the Indian
languages, or American Sign Language. Lower levels of satisfaction with ACCESS service features are
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 8 Rea & Parker Research November, 2011 found among younger riders, customers who are frequent riders, and those whose primary language is
Korean or Chinese.
Table 1
Differences in Satisfaction Regarding Various ACCESS Service Characteristics
(Scale: 1=Very Satisfied—5=Very Dissatisfied)
ACCESS Service
Characteristic
Overall Satisfaction
Cleanliness of Bus
Interior
Safety on ACCESS
Bus
Cleanliness of Bus
Exterior
Overall
Mean Index
1.59
1.30
1.31
1.31
Statistically Significant Differences
Stronger Satisfaction
Weaker Satisfaction
Vietnamese
Work 1-3 Days
Language
1.37
per Week
Spanish Language
School a Few
1.41
Doctor Visits 4-7
Times per Year
Days per Week
Ages 18-34
1.46
Shop 4-7 Days per
Korean Language
Use Once per
Week
1.47
Ages 75-84
1.47
Month
Once per Month or
Korean Language
Less for Work
1.18
4-7 Days per
Once per Month
1.20
Week Shop
Vietnamese
4-7 Days per
Language
1.21
Week-Social/Rec
Less than One Year
1 or More Days
Customer
1.21
per Week to
Tagalog Language
1.23
Work
Chinese
Language
Indian Languages
1.15
Korean Language
Tagalog Language
1.20
Shop 4-7 Days
Few Times per
per Week
Year to School
1.21
Use for School
Use Once per
Once per Month
Month or Less
1.22
or More
Age 75 and over
1.23
Use 4-7 Days for
Social/Rec
Use 4-7 Days for
Pers .Business
Indian Languages
1.23
4-7 Days per
Spanish Language
1.24
Week Shop
Korean Language
Sign Language
1.24
4-7 Days per
Less than 3 Years
Week Personal
Customer
1.25
Business
Use Once per
Chinese
Month or Less
1.26
Language
4-7 Days per
Week
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 9 1.96
1.96
1.92
1.86
1.82
1.64
1.59
1.54
1.46
1.45
1.67
1.61
1.53
1.51
1.49
1.60
1.55
1.51
1.51
1.50
Rea & Parker Research November, 2011 Table 1 (continued)
Differences in Satisfaction Regarding Various ACCESS Service Characteristics
(Scale: 1=Very Satisfied—5=Very Dissatisfied)
Bus Driver Courtesy
Service Area
Reservation Process
Cost of Riding
ACCESS
Travel Time
1.37
1.54
1.57
1.58
1.81
Indian Languages
Tagalog Language
Age 75 and Over
Once per Month or
Less
Once per Month or
Less to Work
Sign Language
Once per Month
Age 75 and Over
Once per Month to
Doctor
Less than 3 Years
Customer
Tagalog Language
Spanish Language
Age 75 and Over
Once per Month
Once per Month to
Doctor
Sign Language
Few Times per
Year to Work
Vietnamese
Language
Age 75 and Over
Less than One Year
Customer
4-7 Days per Week
to Doctor
Ages 75 and Over
Once per Month to
Work
Once per Month
Customer Less than
One Year
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 10 1.24
1.25
1.28
1.30
1.30
1.37
1.42
1.44
1.46
1.46
1.33
1.42
1.44
1.48
1.49
1.25
1.46
1.46
1.47
1.50
1.62
1.67
1.67
1.67
1.67
Age Under 18
4-7 Days Shop
Korean Language
4-7 Days to
School
4-7 Days Social/
Rec
Indian Languages
Under Age 24
3 Days per Week
or Less to School
1-3 Days per
Week to Work
4-7 Days per
Week Shop
Age 18-24
4-7 Days per
Week Shop
All School
Frequencies
4-7 Days Pers.
Errands
Korean Language
Age Under 18
Chinese
Language
Age 25-54
1-3 Days per
Week to Work
3 days per week
or Less to School
Korean Language
Ages Under 54
Chinese
Language
1-7 Days per
Week School
4-7 Days per
Week to Work
1.74
1.73
1.73
1.69
1.68
1.96
1.94
1.85
1.85
1.72
2.12
1.96
1.89
1.85
1.81
2.06
1.92
1.78
1.75
1.75
2.55
2.22
2.18
2.16
2.08
Rea & Parker Research November, 2011 Table 1 (continued)
Differences in Satisfaction Regarding Various ACCESS Service Characteristics
(Scale: 1=Very Satisfied—5=Very Dissatisfied)
On-Time
Performance
30-Minute Pick-Up
Window
1.86
1.91
Sign Language
Indian Languages
4-7 Days per Week
to Doctor
Age 75 and Over
Use Once per
Month or Less
Sign Language
Ages 75 and Over
Spanish Language
Customer for Less
than One Year
Use Once per
Month or Less
1.43
1.44
1.68
1.72
1.72
1.71
1.77
1.78
1.80
1.82
Once per Month
or More to
School
1-7 Days per
week to Work
Ages Under 54
Korean Language
4-7 Days per
Week
Korean Language
All Frequencies
to School
Ages Under 54
4-7 Days per
Week Social/Rec
4-7 Days per
Week
2.27
2.22
2.21
2.14
2.12
2.29
2.28
2.22
2.16
2.12
Table 2 depicts the correlations between overall satisfaction with ACCESS service generally and
satisfaction with each individual service characteristic. While each of these correlations is statistically
significant, higher correlations are associated with those service characteristics that have the most impact
or influence on overall satisfaction. For example, satisfaction with the characteristics associated with ontime performance (.516) and travel time (.466) are the most important considerations in predicting overall
satisfaction toward ACCESS service. These two characteristics are also among the lowest ranked in
Table 1 in terms of satisfaction, indicating that customers are less satisfied with ACCESS features that
are most important in determining their overall satisfaction. Thus, improvements in these areas should be
strongly considered.
Table 2
Correlation Ratios Between Overall Satisfaction and Individual ACCESS Service Characteristics
ACCESS Service Characteristic
On Time Performance
Travel Time
30 Minute Pick Up Window
Reservation Process
Service Area
Bus Driver Courtesy
Safety on ACCESS Bus
Cost of Riding ACCESS
Cleanliness of Bus Interior
Cleanliness of Bus Exterior
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority Pearson’s r Correlations
.516
.466
.456
.430
.395
.377
.377
.332
.284
.281
11 Rea & Parker Research November, 2011 ACCESS customers were asked if they would like to share any other information with OCTA regarding
ACCESS transportation services. A total of 1,084 open-ended comments were provided by ACCESS
customers. The following is a summary of those responses.
The dominant comment provided by ACCESS customers is that ACCESS service is excellent and is
absolutely essential to meet the transportation needs of those who are disabled. These ACCESS
customers express tremendous appreciation for the service and wish to thank OCTA for providing it.
Other themes found in the open-ended comments are as follows:
x
ACCESS customers largely portray drivers as caring, helpful, and accommodating. Further,
customers comment that the drivers are kind and courteous and that they are patient and
competent. Only a relatively small number of comments indicate that the drivers are rude and not
courteous.
x
ACCESS customers would like transportation services extended to areas beyond Orange County
–locations in Long Beach and Los Angeles were mentioned. Some customers are also interested
in the availability of ACCESS services on weekends (e.g. church on Sunday is a desired trip
purpose).
x
ACCESS customers would like to know more information about ACCESS taxi service.
x
ACCESS customers register complaints about excessive waiting times for ACCESS vehicles.
This occurs both at the pick-up location (home) as well as from the location upon return. Such
delays have made customers late for their appointments. They would like OCTA to communicate
to clients when the driver is running late. Other complaints focus on the idea that drivers are not
entirely knowledgeable about where the ACCESS customers need to go and, as a consequence,
the ride is longer than necessary. It is suggested that the vehicles should be equipped with
navigation equipment.
ACCESS Usage Characteristics
SUMMARY: Current ACCESS customers use ACCESS service with some frequency.
Specifically, nearly one-third (32 percent) of riders use ACCESS 1-3 days per week and 15
percent use the service 4-7 days per week. This is similar to the high usage found in the 2008
ACCESS survey. Current riders as well as riders in the 2008 survey have considerable tenure
as ACCESS eligible riders in that nearly 50 percent of customers in both surveys have been
using ACCESS for 4 years or more. The percentage of relatively new users of ACCESS is
greater in 2011 than it was in 2008 – 15 percent have been using the service for less than one
year in 2011, while in 2008, 8 percent had been using the service for less than one year.
Customers of ACCESS in the current survey largely use the service for health and doctor’s
appointments and other health-related trips (75 percent). Women are more likely than men to
use ACCESS for shopping, social/recreational trips, and personal business trips. Among all
age groups, the 25-34 age group has the highest percentage of work trip among all age
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 12 Rea & Parker Research November, 2011 groups); school is a major purpose for customers in the 18-34 age group; social/recreational
trips and trips to the doctor or other health-related purposes are frequent among ACCESS
customers who are 18 years of age or younger; and personal business trips are major trips for
those 35 years of age or older but under 75.
Over one-fourth (28 percent) of ACCESS survey respondents would book ACCESS
reservations online if this service were available. Men and younger ACCESS customers are
more likely to book reservations on-line.
Nearly one-half (47 percent) of ACCESS respondents use ACCESS at least 1 day per week while over
one-fifth (22 percent) are relatively infrequent riders using the service a few times per year. This
frequency of use is quite similar to the usage found in 2008. In the current survey, the mean frequency of
ACCESS use is 1.8 days per week; in the 2008 survey, the mean was 1.6 days per week (Chart 9).
For both survey years, nearly one-half of the respondents have been using ACCESS service for 4 years or
more (49 percent in 2011; 48 percent in 2008). In the current survey, over one-third (36 percent) of
customers have been using ACCESS for 1 to 3 years – a lower percentage than in 2008 where 44 percent
was using ACCESS for 1 to 3 years. The percentage of relatively new users of ACCESS is greater in
2011 than it was in 2008 – 15 percent have been using the service for less than one year, while in 2008, 8
percent were using the service for less than one year. On balance, the mean time that customers are
ACCESS customers is similar in both survey periods – 4.2 years in 2011; 4.0 years in 2008) (Chart 10).
Chart 11 shows that ACCESS survey respondents use the service predominantly for health and doctor’s
appointments (75 percent), followed by recreational/social trips (37 percent), personal business/errands
(36 percent), and shopping (34 percent). It should be noted that respondents were able to specify more
than one trip purpose. Thus, percentages add to greater than 100 percent. It is also seen in Chart 11 that
work (3.0 trips per week) and school (2.4 trips per week) are the purposes for which customers use
ACCESS most frequently. Chart 12 shows that over one-fourth (28 percent) of ACCESS survey
respondents would book ACCESS reservations online if this service were available. Another 24 percent
are not sure if they would do so.
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 13 Rea & Parker Research November, 2011 Mean Frequency 2011 = 1.8 days per week 2008 = 1.6 days per week Chart 9 Frequency Using ACCESS Service 2011 32% 35% 2008 31% 30% 27% 30% 22% 25% 20% 26% 15% 17% 15% 10% 5% 0% 4-­‐7 days per week 1-­‐3 days per week At least once per month A few times per year Chart 10 Length of Time as ACCESS Customer 45% 2011 2008 Mean Time as ACCESS Customer 2011 = 4.2 years 2008 = 4.0 years 44% 36% 40% 30% 35% 30% 24% 25% 20% 15% 25% 18% 15% 8% 10% 5% 0% Less than One Year One to Three Years 2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority Four to Six Years 14 Seven Years or More Rea & Parker Research November, 2011 Chart 11 ACCESS Trip Purposes 0% 20% 40% 60% 75% Health/Doctor Appts. Recreation/Social 37% Personal Business/Errands 36% 34% Shopping Work School Other* 80% Health/Doctors = 1.1 round trips per week Recreation/Social = 1.1 round trips per week 12% Personal Business = 1.0 round trips per week Shopping = 1.1 round trips per week 11% Work = 3.0 round trips per week School = 2.4 round trips per week Other = 2.0 round trips per week 7% * Other includes church and senior day care, among others Chart 12 Would Make ACCESS Reservations Online, if available Not Sure, 24% Yes , 28% No, 48% 2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 15 Rea & Parker Research November, 2011 Statistically significant patterns associated with the travel and behavioral characteristics of ACCESS
customers are as follows:
Length of Time Using ACCESS
x
x
Female customers are longer tenured ACCESS users than are male customers (ACCESS
customers of 7 years or more include: females – 26 percent and males—22 percent).
Customers in the 35-44 age group have used ACCESS service for the longest period of time, with
63 percent of the customers in this age group having used ACCESS for 4 years or more.
Frequency of ACCESS Use
x
x
x
The main regular users of ACCESS are between the ages of 18 and 44 (44 percent using
ACCESS 4-7 days per week). In contrast, only 16 percent of customers age 45 and older use the
service 4-7 days per week.
Men are more frequent customers of ACCESS than are women, with 53 percent of men using
ACCESS at least one time per week versus 45 percent for women.
Customers whose primary language is Vietnamese or Korean are more frequent users of
ACCESS service than are customers whose primary language is English or Spanish (use of
ACCESS 4-7 days per week: Vietnamese (26 percent) and Korean (24 percent) versus English
(16 percent) and Spanish (15 percent).
Trip Purpose
x
x
x
x
x
Women are more likely than men to use ACCESS for shopping, social/recreational trips, and
personal business trips. Among trips made at least one day per week, the frequency of use is as
follows: shopping: 49 percent women/36 percent men; social recreational trips: 49 percent
women/43 percent men; personal business trips: 22 percent women/18 percent men).
The work trip is most common among those in the primary working age group (25-34 years of
age – 52 percent of this age group rides ACCESS for their work trip 4 or more days per week).
School is a major trip purpose for customers in the 18-34 age group (1 or more days per week –
50 percent).
Social/recreational trips and trips to the doctor or other health related purposes are frequent
among ACCESS customers who are under 18 years of age (social recreational trips: 36 percent
one or more days per week; doctor/health related: 53 percent one or more days per week).
Personal business trips are major trips for those age 35 to 74 as opposed to those who are 34 years
of age and under and those who are 75 years of age and older (35-74: 26 percent at least one day
per week; 34 and under: 16 percent at least one day per week; 75 and older: 17 percent at least
one day per week).
ACCESS Reservations Online
x
x
Men (38 percent) are more likely than women (24 percent) to make ACCESS reservations online
if that service were available.
Younger ACCESS customers are more likely than older customers to make ACCESS reservations
online if that service were available (44 years of age and younger – 51 percent versus 45 years of
age and older – 25 percent).
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 16 Rea & Parker Research November, 2011 Use and Satisfaction with Taxicabs for Providing ACCESS Trips
SUMMARY: Customers who have used a taxicab to make ACCESS trips are highly satisfied
with various features of that service. Mean ratings (on a scale of 1= very satisfied and 5 =
very dissatisfied) range from 1.48 (travel time) to 1.60 (cleanliness of taxicab). As with
ACCESS service generally and by individual service characteristic, the level of satisfaction for
each characteristic of the taxi trip has increased from the 2008 ACCESS survey.
Stronger satisfaction levels are associated with older ACCESS users, those who use ACCESS
service less frequently, and customers who primarily use the Indian languages.
Customers are somewhat split in terms of their awareness of Same Day Taxi Service;
however, there is an increase in the use of Same Day Taxi Service by ACCESS customers
since the 2008 survey – from 23 percent to 32 percent. Among those who use Same Day Taxi
Service, the frequency of use is not high with 53 percent using the service only a few times per
year.
There is considerable satisfaction with Same Day Taxi Service among those who use this
service and this satisfaction has grown since 2008. In the current survey, 83 percent are
either very satisfied or somewhat satisfied with Same Day Taxi Service while 70 percent were
either very satisfied or somewhat satisfied in 2008. Older ACCESS customers are less likely to
use Same Day Taxi Service and they are less aware that this service is available.
Respondents who have used taxicab service for ACCESS service are highly satisfied with various features
of that service. Mean ratings (on a scale of 1 to 5, where 1 represents very satisfied and 5 represents very
dissatisfied) narrowly range from 1.48 (travel time) to 1.60 (cleanliness of taxicab). The level of
satisfaction for each characteristic has increased from the 2008 ACCESS survey, where the mean ratings
were also high and ranged from 1.68 (travel time) to 1.91 (on- time performance) (Chart 13).
Table 3 depicts statistically significant differences in satisfaction for demographic and behavioral
characteristics of ACCESS customers regarding taxicab service used to make ACCESS trips. It is clear
that stronger satisfaction levels are associated with older ACCESS users, those who use all ACCESS
services less frequently and customers who primarily use the Indian languages or Tagalog. Conversely,
weaker levels of satisfaction are associated with younger ACCESS users and those who use all ACCESS
services more frequently.
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 17 Rea & Parker Research November, 2011 Chart 13 Mean Satisfaction Ratings for Taxicab Service Characteristics (among 71% who indicated use of taxi service) scale: 1 = Very Satisfied and 5 = Very Dissatisfied 1.48 1.68 1.49 2011 1.49 1.68 1.75 1.59 2008 1.60 1.91 1 1.5 1.81 2 2.5 3 3.5 4 4.5 5 Table 3
Differences in Satisfaction Regarding Taxi Service Used to Make ACCESS Trip
(Scale: 1=Very Satisfied—5=Very Dissatisfied)
Taxicab Service
Overall
Statistically Significant Differences
Characteristic
Mean Index
Stronger Satisfaction
Weaker Satisfaction
Travel Time
1.48
Once per Month to Work
1.29 Age Under 18
Tagalog Language
1.32 4-7 Days per WeekAges 75 and Over
1.34 Shop
Customer Less than One
Ages 25-34
Year
1.38 1-7 Days per week to
Indian Languages
1.39 School
4-7 Days per WeekPers. Business
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 18 2.08
1.80
1.78
1.72
1.71
Rea & Parker Research November, 2011 Table 3 (continued)
Differences in Satisfaction Regarding Taxi Service Used to Make ACCESS Trip
(Scale: 1=Very Satisfied—5=Very Dissatisfied)
Safety on Taxi Trip
1.49
Indian Languages
1.17 Age Under 18
Ages 75 and Over
1.32 4-7 Days per WeekTagalog Language
1.32 Pers. Business
Farsi Language
1.35 4-7 Days per WeekOnce per Month or Less
Shop
to Work
1.35 4-7 Days per WeekSchool
4-7 Days per Week to
Work
Driver Courtesy
1.49
Indian Languages
1.11 Age Under 18
Once per Month to Work
1.31 1-7 Days per WeekAges 75 and Over
1.32 Shop
Farsi Language
1.33 1-7 Days per WeekFew Times per Year to
Pers. Business
Doctor
1.38 4-7 Days per WeekSocial/Rec
Ages 25-34
On-Time Performance
1.59
Indian Languages
1.22 4-7 Days per Week
Tagalog Language
1.36 to School
Sign Language
1.36 4-7 Days per weekAges 75 and Over
1.44 Shop
Use Once per Month
1.46 4-7 Days per week to
Work
Age Under 18
4-7 Days per WeekSocial/Rec
Cleanliness of Taxicab
1.60
Indian Languages
1.28 1-7 Days per WeekAges 75 and Over
1.43 Shop
Once per Month to Work
1.46 Korean Language
Once per Month-Shop
1.50 Ages Under 54
1-7 Days per Week to
Customer Less than 3
Years
1.52 School
Use 4-7 Days per
Week
Same Day Taxi Service
1.75
Farsi Language
Use Same Day 4-7 Days
per Week
Indian Languages
Spanish Language
Vietnamese language
1.25
1.28
1.33
1.41
1.43
Chinese Language
4-7 Days per Week-Overall Access Use
Use Same Day Taxi a
Few Times per Year
English Language
Ages 25-64
1.96
1.90
1.87
1.82
1.78
2.08
1.82
1.77
1.76
1.75
2.22
2.13
2.10
1.96
1.92
1.88
1.88
1.87
1.83
1.81
2.00
1.91
1.84
1.82
1.82
Chart 14 shows that customers are somewhat split in terms of their awareness of Same Day Taxi Service
– 46 percent are aware; 54 percent are not aware. Chart 15 indicates that there is an increase in the use
of Same Day Taxi Service since 2008. In the current survey, nearly one-third (32 percent) have used
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 19 Rea & Parker Research November, 2011 Same Day Taxi service while in 2008, less than one-fourth had used this service (23 percent). Among the
32 percent who have used Same Day Taxi service, the frequency of use is not high. Specifically, just over
one-half (53 percent) use Same Day Taxi service a few times per year and another 27 percent use the
service approximately once per month (Chart 16).
Chart 17 shows that there is considerable satisfaction with Same Day Taxi Service among those who
have used this service and this satisfaction has grown since 2008. In the current survey, more than fourfifths (83 percent) are either very satisfied (56 percent) or somewhat satisfied (27 percent) with Same Day
Taxi Service while 70 percent were either very satisfied or somewhat satisfied in 2008. Among those
who have not used Same Day Taxi Service, nearly three-fifths (57 percent) are not aware of the service
(Chart 18). Other customers felt that they have no need for the service (17 percent) and that it is too
expensive (16 percent).
Chart 14 Aware that OCTA ACCESS Offers Same Day Taxi Service No, 54% 2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority Yes , 46% 20 Rea & Parker Research November, 2011 Chart 15 Ever Used OCTA ACCESS Same Day Taxi Service Have Used Same-­‐Day Service Have Never Used Same-­‐ Day Service 77% 68% 80% 70% 60% 50% 32% 40% 23% 30% 20% 10% 0% 2011 2008 Chart 16 Frequency Using ACCESS Same Day Taxi Service (among 32% who have used ACCESS Same-­‐Day Taxi Service) 4-­‐7 Days per 1-­‐3 Days per Week, 4% Week, 16% A Few Times per Year, 53% 2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority At Least Once per Month, 27% 21 Rea & Parker Research November, 2011 Chart 17 Satisfaction with ACCESS Same Day Taxi Service (among 32% who have used ACCESS Same-­‐Day Taxi Service) 2011 60% 2008 56% Mean satisfaction scores: Scale 1 = Very Satisfied and 5 = Very Dissatisfied 45% 50% 40% 27% 25% 30% 15% 20% 7% 10% 5% 7% 5% 8% 0% Very Satisfied Somewhat Satisfiied Neither Satisfied nor Dissatisfied Somewhat Dissatisfied Very Dissatisfied Chart 18 Primary Reason for NOT Using ACCESS Same Day Taxi Service Difficulty with Mobility Device, 4% (among 68% who have not used ACCESS Same-­‐Day Taxi Service) Other*, 6% Expensive, 16% Not Aware of Service, 57% No Need for Service, 17% * Other category includes 1) Do not know how to use it, 2) It is not dependable, 3) Waits are long, 2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 22 Rea & Parker Research November, 2011 The following significant relationships emerge regarding the Use of Same Day Taxi Service by ACCESS
customers.
x
x
x
Older customers are less likely to use Same Day Taxi service than are middle age customers (65
and over – 70 percent never used the service; 35-64 – 63 percent never used the service).
ACCESS customers whose primary language is English or Spanish are less likely to use Same
Day Taxi service than are those whose primary language is Korean or Vietnamese (English and
Spanish – each 69 percent – never used Same Day Taxi service; Korean (58 percent) and
Vietnamese (50 percent) -- never used Same Day Taxi service).
Older customers, who do not use Same Day Taxi Service to the extent that younger customers do,
are less aware that the service exists (35 years of age and over – 57 percent are not aware; under
35 years of age – 42 are not aware).
Satisfaction with the In-Person Functional Assessments Provided to Determine ACCESS
Eligibility
SUMMARY: ACCESS customers are highly satisfied with the functional assessment process.
Mean ratings of its various characteristics range from 1.41 to 1.51 and represent an increase
in satisfaction levels from the 2008 survey. Older ACCESS customers, those who use Tagalog
and American Sign Language as primary languages, and those who use ACCESS frequently
for social/recreational purposes portray stronger levels of satisfaction for in-person functional
assessments.
Chart 19 shows that ACCESS customers provide high satisfaction ratings for selected characteristics
associated with the functional assessment process. These mean ratings (on a scale of 1 to 5, where 1
represents very satisfied and 5 represents very dissatisfied) depict a narrow range from 1.41 (for both
OCTA Eligibility Staff and In-person Assessment Staff) to 1.51 (In-person Assessment Facility). The
level of satisfaction for each characteristic of the eligibility process has increased from the 2008 ACCESS
survey, where the mean ratings ranged from 1.58 (OCTA Eligibility Staff) to 1.63 (for both In-person
Evaluation Tests and In-person Assessment Facility).
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 23 Rea & Parker Research November, 2011 Chart 19 Mean Satisfaction Ratings Eligibilty Process scale: 1 = Very Satisfied and 5 = Very Dissatisfied 2011 1 1.41 1.41 1.58 1.59 2008 1.46 1.63 1.51 1.63 1.5 2 2.5 3 3.5 4 4.5 5 OCTA Eligibility Staff In-­‐Person Assessment Staff In-­‐Person Assessment Evaluation Tests In-­‐Person Assessment Facility Table 4 shows significant differences in satisfaction for demographic and behavioral characteristics of
ACCESS customers regarding in-person functional assessments. The dominant finding is that older
ACCESS customers, those who use Tagalog and Sign Language as primary languages, and those who use
ACCESS frequently for social/recreational purposes portray stronger levels of satisfaction for individual
functional assessment characteristics. On the other hand, weaker levels of satisfaction are associated with
customers whose primary language is Chinese, younger ACCESS customers, and customers who use
ACCESS frequently for school and work.
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 24 Rea & Parker Research November, 2011 Functional
Assessment
Characteristic
OCTA Eligibility Staff
In-Person Assessment
Staff
In-Person Assessment
Evaluation Tests
In-Person Assessment
Facility
Table 4
Differences in Satisfaction In-Person Functional Assessment
(Scale: 1=Very Satisfied—5=Very Dissatisfied)
Overall
Statistically Significant Differences
Mean Index
Stronger Satisfaction
Weaker Satisfaction
1.41
1.41
1.46
1.51
Sign Language
Indian Languages
Ages 75 and Over
4-7 Days per WeekSocial/Rec
Few Times per Yea to
Doctor
Few Times per Year to
Work
Indian Languages
Tagalog Language
Sign Language
Age 75 and Over
Once per Month or Less
to Doctor
Tagalog Language
4-7 Days per Week to
Doctor
4-7 Days per Week—
Social/Rec
Sign Language
Use Once per Month
Tagalog Language
Sign Language
4-7 Days per Week to
Doctor
Ages 75 and Over
4-7 Days per Week—
Social/Rec
1.23
1.30
1.32
1.32
1.32
1.32
1.24
1.28
1.29
1.34
1.35
1.28
1.30
1.30
1.33
1.33
1.28
1.33
1.43
1.43
1.43
Age 24 and Under
School-All
Frequencies
Korean Language
Chinese Language
4-7 Days per Week
—Pers. Business
Ages Under 44
Chinese Language
School—All
Frequencies
Arabic Language
1-7 Days per Week to
Work
Ages 18-44
School—All
Frequencies
1-7 Days per Week to
Work
Chinese Language
Arabic Language
Ages 18-34
School-All
Frequencies
Chinese Language
1-7 Days per Week to
Work
Korean Language
1.83
1.68
1.67
1.64
1.63
1.76
1.69
1.69
1.60
1.57
1.76
1.75
1.71
1.69
1.67
1.82
1.78
1.78
1.68
1.65
Awareness and Use of Fixed Route Service for ACCESS Customers
SUMMARY: A substantial percentage (75 percent) of ACCESS customers is not aware of the
reduced fare program that enables ACCESS customers to use fixed-route bus service at a
substantial cost savings. The most senior ACCESS customers are less aware of this program
than are the other ACCESS customers. Those whose primary language is Spanish or English
are also less aware of this program.
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 25 Rea & Parker Research November, 2011 Two-fifths (20 percent) of ACCESS customers have used fixed-route bus service in addition to
ACCESS service. Among the 80 percent of customers who have not used fixed-route bus
service, 66 percent would not consider travel training even if such training could enable them
to ride fixed-route buses at a reduced fare. Males and younger ACCESS customers are more
likely to have used fixed route service in addition to ACCESS service. Also, males are more
likely to consider participating in fixed route travel training.
Chart 20 indicates that three-fourths (75 percent) of ACCESS survey respondents are not aware of a
reduced fare program that enables ACCESS customers to use fixed-route buses for a substantially reduced
fare of 25 cents. This is an area where a market campaign to inform ACCESS customers about this
reduced fare program should be enhanced. One-fifth (20 percent) of ACCESS survey respondents have
used fixed route bus service in addition to ACCESS service (Chart 21).
Chart 20 Aware of 25 Cent Fixed Route Fare for ACCESS Customers? Yes, 25% No, 75% 2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 26 Rea & Parker Research November, 2011 Chart 21 Have Used Fixed Route Service in Addition to ACCESS Yes, 20% No, 80% 2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 27 Rea & Parker Research November, 2011 Chart 22 Would Consider Fixed Route Training (among 80% who have not used fixed route buses in addition to ACCESS) Yes, 34% No, 66% Among the 80 percent of customers who have not used fixed-route bus service, about two-thirds (66
percent) would not consider participating in travel training even if such training could enable them to ride
the regular, fixed-route bus at a discounted fare of 25 cents per trip (Chart 22). Further exploration of
this issue may be necessary to determine if other incentives could motive ACCESS customers to consider
fixed-route bus service.
The following significant relationships regarding the use of fixed route bus service by ACCESS
customers were detected.
Aware of 25 cent reduced fare program
x
x
The most senior ACCESS customers are less aware of the reduced fare program available for
using fixed route bus service than are younger ACCESS customers (75 years of age and over – 20
percent are aware versus 74 years of age and under – 30 percent are aware).
Those ACCESS customers whose primary language is Chinese (43 percent) or Vietnamese (40
percent) are more likely to be aware of the reduced fare program for using fixed route bus service
than are those whose primary language is Spanish (27 percent) or English (24 percent).
Use of Fixed Route Service in addition to ACCESS
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 28 Rea & Parker Research November, 2011 x
x
Males (23 percent) are more likely to have used fixed route bus service in addition to ACCESS
service than are females (18 percent).
Younger ACCESS customers are more likely to have used fixed route bus service in addition to
ACCESS service than are older ACCESS customers (24 years of age and under – 32 percent
versus 25 years of age and over – 19 percent).
Consider Travel Training if fixed route bus were available at reduced fare
x
x
Males (37 percent) are more likely to consider fixed route travel training than are females (32
percent).
ACCESS customers whose primary language is Korean (53 percent) or Spanish (47 percent) are
more likely to consider fixed route travel training than are those customers whose primary
language is Vietnamese (33percent), English (32 percent), or Chinese (31 percent).
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 29 Rea & Parker Research November, 2011 APPENDIX
Survey Frequencies and Open-Ended Responses
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 30 Rea & Parker Research November, 2011 Frequency Table
Length of time--ACCESS customer?
Cumulative
Frequency
Valid
Valid Percent
Percent
7 or more years
656
24.0
24.8
24.8
4-6 years
628
23.0
23.7
48.5
1-3 years
972
35.6
36.7
85.2
less than 1 year
392
14.3
14.8
100.0
2648
96.9
100.0
84
3.1
2732
100.0
Total
Missing
Percent
System
Total
Frequency riding ACCESS
Cumulative
Frequency
Valid
Valid Percent
Percent
4-7 days per week
409
15.0
15.5
15.5
1-3 days per week
831
30.4
31.6
47.1
At least once per month
805
29.5
30.6
77.7
A few times per year
587
21.5
22.3
100.0
2632
96.3
100.0
100
3.7
2732
100.0
Total
Missing
Percent
System
Total
Frequency ACCESS for work
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
4-7 days per week
166
6.1
15.2
15.2
1-3 days per week
72
2.6
6.6
21.8
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 31 Rea & Parker Research November, 2011 Missing
At least once per month
46
1.7
4.2
26.0
A few times per year
50
1.8
4.6
30.6
Never
758
27.7
69.4
100.0
Total
1092
40.0
100.0
System
1640
60.0
2732
100.0
Total
Frequency ACCESS for shopping
Cumulative
Frequency
Valid
Missing
Percent
Valid Percent
Percent
4-7 days per week
64
2.3
4.7
4.7
1-3 days per week
232
8.5
17.0
21.7
At least once per month
329
12.0
24.1
45.9
A few times per year
302
11.1
22.2
68.0
Never
436
16.0
32.0
100.0
Total
1363
49.9
100.0
System
1369
50.1
2732
100.0
Total
Frequency ACCESS for school
Cumulative
Frequency
Valid
Missing
Percent
Valid Percent
Percent
4-7 days per week
97
3.6
9.2
9.2
1-3 days per week
112
4.1
10.6
19.8
At least once per month
56
2.0
5.3
25.0
A few times per year
48
1.8
4.5
29.6
Never
745
27.3
70.4
100.0
Total
1058
38.7
100.0
System
1674
61.3
2732
100.0
Total
Frequency ACCESS for recreation/social visits
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 32 Rea & Parker Research November, 2011 Cumulative
Frequency
Valid
Missing
Percent
Valid Percent
Percent
4-7 days per week
67
2.5
4.8
4.8
1-3 days per week
268
9.8
19.2
24.0
At least once per month
323
11.8
23.2
47.2
A few times per year
355
13.0
25.4
72.6
Never
382
14.0
27.4
100.0
Total
1395
51.1
100.0
System
1337
48.9
2732
100.0
Total
Frequency ACCESS for personal business/errands
Cumulative
Frequency
Valid
Missing
Percent
Valid Percent
Percent
4-7 days per week
60
2.2
4.5
4.5
1-3 days per week
226
8.3
17.1
21.6
At least once per month
331
12.1
25.0
46.6
A few times per year
334
12.2
25.2
71.8
Never
374
13.7
28.2
100.0
Total
1325
48.5
100.0
System
1407
51.5
2732
100.0
Total
Frequency ACCESS for doctor/health
Cumulative
Frequency
Valid
Missing
Percent
Valid Percent
Percent
4-7 days per week
157
5.7
7.1
7.1
1-3 days per week
471
17.2
21.3
28.4
At least once per month
754
27.6
34.1
62.5
A few times per year
672
24.6
30.4
92.9
Never
156
5.7
7.1
100.0
Total
2210
80.9
100.0
522
19.1
2732
100.0
System
Total
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 33 Rea & Parker Research November, 2011 Frequency ACCESS for other
Cumulative
Frequency
Valid
Missing
Percent
Valid Percent
Percent
4-7 days per week
23
.8
6.6
6.6
1-3 days per week
30
1.1
8.6
15.3
At least once per month
21
.8
6.1
21.3
A few times per year
21
.8
6.1
27.4
Never
252
9.2
72.6
100.0
Total
347
12.7
100.0
2385
87.3
2732
100.0
System
Total
Frequency ACCESS for church
Cumulative
Frequency
Valid
Missing
Percent
Valid Percent
Percent
4-7 days per week
7
.3
9.9
9.9
1-3 days per week
38
1.4
53.5
63.4
At least once per month
14
.5
19.7
83.1
A few times per year
12
.4
16.9
100.0
Total
71
2.6
100.0
2661
97.4
2732
100.0
System
Total
Frequency ACCESS for adult day care
Cumulative
Frequency
Valid
Missing
Total
Percent
Valid Percent
Percent
4-7 days per week
5
.2
62.5
62.5
1-3 days per week
2
.1
25.0
87.5
A few times per year
1
.0
12.5
100.0
Total
8
.3
100.0
2724
99.7
2732
100.0
System
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 34 Rea & Parker Research November, 2011 Frequency ACCESS for meetings, support groups, special classes
Cumulative
Frequency
Valid
Valid Percent
Percent
4-7 days per week
4
.1
26.7
26.7
1-3 days per week
7
.3
46.7
73.3
At least once per month
4
.1
26.7
100.0
15
.5
100.0
2717
99.5
2732
100.0
Total
Missing
Percent
System
Total
Frequency ACCESS for senior center
Cumulative
Frequency
Valid
Missing
Percent
Valid Percent
Percent
4-7 days per week
2
.1
28.6
28.6
1-3 days per week
1
.0
14.3
42.9
At least once per month
2
.1
28.6
71.4
A few times per year
2
.1
28.6
100.0
Total
7
.3
100.0
2725
99.7
2732
100.0
System
Total
Overall satisfaction with current ACCESS transportation services
Cumulative
Frequency
Valid
Very satisfied
Percent
Valid Percent
Percent
1623
59.4
62.0
62.0
Somewhat satisfied
683
25.0
26.1
88.1
Neither satisfied nor
126
4.6
4.8
92.9
135
4.9
5.2
98.1
51
1.9
1.9
100.0
2618
95.8
100.0
114
4.2
dissatisfied
Somewhat dissatisfied
Very dissatisfied
Total
Missing
System
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 35 Rea & Parker Research November, 2011 Overall satisfaction with current ACCESS transportation services
Cumulative
Frequency
Valid
Very satisfied
Percent
Valid Percent
Percent
1623
59.4
62.0
62.0
Somewhat satisfied
683
25.0
26.1
88.1
Neither satisfied nor
126
4.6
4.8
92.9
135
4.9
5.2
98.1
51
1.9
1.9
100.0
2618
95.8
100.0
114
4.2
2732
100.0
dissatisfied
Somewhat dissatisfied
Very dissatisfied
Total
Missing
System
Total
ACCESS compared to 12 months ago
Cumulative
Frequency
Valid
Valid Percent
Percent
Better
883
32.3
36.5
36.5
Same
1390
50.9
57.5
94.0
Worse
146
5.3
6.0
100.0
2419
88.5
100.0
313
11.5
2732
100.0
Total
Missing
Percent
System
Total
Satisfaction--Cost of riding ACCESS
Cumulative
Frequency
Valid
Very satisfied
Percent
Valid Percent
Percent
1646
60.2
64.2
64.2
Somewhat satisfied
564
20.6
22.0
86.2
Neither satisfied nor
194
7.1
7.6
93.8
Somewhat dissatisfied
92
3.4
3.6
97.4
Very dissatisfied
67
2.5
2.6
100.0
2563
93.8
100.0
169
6.2
dissatisfied
Total
Missing
System
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 36 Rea & Parker Research November, 2011 Satisfaction--Cost of riding ACCESS
Cumulative
Frequency
Valid
Very satisfied
Percent
Valid Percent
Percent
1646
60.2
64.2
64.2
Somewhat satisfied
564
20.6
22.0
86.2
Neither satisfied nor
194
7.1
7.6
93.8
Somewhat dissatisfied
92
3.4
3.6
97.4
Very dissatisfied
67
2.5
2.6
100.0
2563
93.8
100.0
169
6.2
2732
100.0
dissatisfied
Total
Missing
System
Total
Satisfaction--On-time performance
Cumulative
Frequency
Valid
Very satisfied
Percent
Valid Percent
Percent
1230
45.0
48.8
48.8
Somewhat satisfied
793
29.0
31.5
80.3
Neither satisfied nor
204
7.5
8.1
88.4
Somewhat dissatisfied
191
7.0
7.6
96.0
Very dissatisfied
101
3.7
4.0
100.0
2519
92.2
100.0
213
7.8
2732
100.0
dissatisfied
Total
Missing
System
Total
Satisfaction--Travel time of your trip
Cumulative
Frequency
Valid
Very satisfied
Percent
Valid Percent
Percent
1295
47.4
51.5
51.5
Somewhat satisfied
740
27.1
29.4
80.9
Neither satisfied nor
228
8.3
9.1
89.9
171
6.3
6.8
96.7
dissatisfied
Somewhat dissatisfied
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 37 Rea & Parker Research November, 2011 Very dissatisfied
Total
Missing
System
Total
82
3.0
3.3
2516
92.1
100.0
216
7.9
2732
100.0
100.0
Satisfaction--30-minute pick-up window
Cumulative
Frequency
Valid
Very satisfied
Percent
Valid Percent
Percent
1192
43.6
48.2
48.2
Somewhat satisfied
723
26.5
29.2
77.4
Neither satisfied nor
253
9.3
10.2
87.7
Somewhat dissatisfied
196
7.2
7.9
95.6
Very dissatisfied
109
4.0
4.4
100.0
2473
90.5
100.0
259
9.5
2732
100.0
dissatisfied
Total
Missing
System
Total
Satisfaction--Reservation process
Cumulative
Frequency
Valid
Very satisfied
Percent
Valid Percent
Percent
1645
60.2
65.5
65.5
Somewhat satisfied
547
20.0
21.8
87.3
Neither satisfied nor
145
5.3
5.8
93.0
107
3.9
4.3
97.3
68
2.5
2.7
100.0
2512
91.9
100.0
220
8.1
2732
100.0
dissatisfied
Somewhat dissatisfied
Very dissatisfied
Total
Missing
System
Total
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 38 Rea & Parker Research November, 2011 Satisfaction--Bus Driver courtesy
Cumulative
Frequency
Valid
Very satisfied
Percent
Valid Percent
Percent
1957
71.6
75.7
75.7
Somewhat satisfied
432
15.8
16.7
92.4
Neither satisfied nor
100
3.7
3.9
96.3
Somewhat dissatisfied
48
1.8
1.9
98.1
Very dissatisfied
48
1.8
1.9
100.0
2585
94.6
100.0
147
5.4
2732
100.0
dissatisfied
Total
Missing
System
Total
Satisfaction--Service Area
Cumulative
Frequency
Valid
Very satisfied
Percent
Valid Percent
Percent
1617
59.2
67.1
67.1
Somewhat satisfied
491
18.0
20.4
87.4
Neither satisfied nor
165
6.0
6.8
94.3
Somewhat dissatisfied
68
2.5
2.8
97.1
Very dissatisfied
70
2.6
2.9
100.0
2411
88.3
100.0
321
11.7
2732
100.0
dissatisfied
Total
Missing
System
Total
Satisfaction--Safety on the bus
Cumulative
Frequency
Valid
Very satisfied
Percent
Valid Percent
Percent
2019
73.9
79.2
79.2
Somewhat satisfied
378
13.8
14.8
94.0
Neither satisfied nor
77
2.8
3.0
97.0
36
1.3
1.4
98.4
dissatisfied
Somewhat dissatisfied
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 39 Rea & Parker Research November, 2011 Very dissatisfied
Total
Missing
System
Total
40
1.5
1.6
2550
93.3
100.0
182
6.7
2732
100.0
100.0
Satisfaction--Cleanliness of the interior of the bus
Cumulative
Frequency
Valid
Very satisfied
Percent
Valid Percent
Percent
2033
74.4
79.2
79.2
Somewhat satisfied
389
14.2
15.2
94.4
Neither satisfied nor
86
3.1
3.4
97.7
Somewhat dissatisfied
26
1.0
1.0
98.8
Very dissatisfied
32
1.2
1.2
100.0
2566
93.9
100.0
166
6.1
2732
100.0
dissatisfied
Total
Missing
System
Total
Satisfaction--Cleanliness of the exterior of the bus
Cumulative
Frequency
Valid
Very satisfied
Percent
Valid Percent
Percent
1992
72.9
78.4
78.4
Somewhat satisfied
395
14.5
15.5
93.9
Neither satisfied nor
104
3.8
4.1
98.0
Somewhat dissatisfied
17
.6
.7
98.7
Very dissatisfied
33
1.2
1.3
100.0
2541
93.0
100.0
191
7.0
2732
100.0
dissatisfied
Total
Missing
System
Total
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 40 Rea & Parker Research November, 2011 Satisfaction--OCTA Eligibility Staff (phone staff)
Cumulative
Frequency
Valid
Very satisfied
Percent
Valid Percent
Percent
1833
67.1
72.2
72.2
Somewhat satisfied
484
17.7
19.1
91.2
Neither satisfied nor
138
5.1
5.4
96.7
Somewhat dissatisfied
53
1.9
2.1
98.7
Very dissatisfied
32
1.2
1.3
100.0
2540
93.0
100.0
192
7.0
2732
100.0
dissatisfied
Total
Missing
System
Total
Satisfaction--In-person assessment staff
Cumulative
Frequency
Valid
Very satisfied
Percent
Valid Percent
Percent
1725
63.1
72.9
72.9
Somewhat satisfied
396
14.5
16.7
89.6
Neither satisfied nor
186
6.8
7.9
97.5
Somewhat dissatisfied
31
1.1
1.3
98.8
Very dissatisfied
29
1.1
1.2
100.0
2367
86.6
100.0
365
13.4
2732
100.0
dissatisfied
Total
Missing
System
Total
Satisfaction--In-person assessment evaluation tests
Cumulative
Frequency
Valid
Very satisfied
Percent
Valid Percent
Percent
1627
59.6
70.0
70.0
Somewhat satisfied
422
15.4
18.2
88.2
Neither satisfied nor
202
7.4
8.7
96.9
41
1.5
1.8
98.6
dissatisfied
Somewhat dissatisfied
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 41 Rea & Parker Research November, 2011 Very dissatisfied
Total
Missing
System
Total
32
1.2
1.4
2324
85.1
100.0
408
14.9
2732
100.0
100.0
Satisfaction--In-person assessment facility
Cumulative
Frequency
Valid
Very satisfied
Percent
Valid Percent
Percent
1568
57.4
67.3
67.3
Somewhat satisfied
460
16.8
19.8
87.1
Neither satisfied nor
218
8.0
9.4
96.4
Somewhat dissatisfied
51
1.9
2.2
98.6
Very dissatisfied
32
1.2
1.4
100.0
2329
85.2
100.0
403
14.8
2732
100.0
dissatisfied
Total
Missing
System
Total
Satisfaction--Taxi--On-time performance
Cumulative
Frequency
Valid
Very satisfied
Percent
Valid Percent
Percent
1254
45.9
64.6
64.6
Somewhat satisfied
438
16.0
22.6
87.2
Neither satisfied nor
106
3.9
5.5
92.6
Somewhat dissatisfied
79
2.9
4.1
96.7
Very dissatisfied
64
2.3
3.3
100.0
1941
71.0
100.0
791
29.0
2732
100.0
dissatisfied
Total
Missing
System
Total
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 42 Rea & Parker Research November, 2011 Satisfaction--Taxi--Travel time of your trip
Cumulative
Frequency
Valid
Very satisfied
Percent
Valid Percent
Percent
1325
48.5
69.4
69.4
Somewhat satisfied
383
14.0
20.1
89.5
Neither satisfied nor
119
4.4
6.2
95.7
Somewhat dissatisfied
40
1.5
2.1
97.8
Very dissatisfied
42
1.5
2.2
100.0
1909
69.9
100.0
823
30.1
2732
100.0
dissatisfied
Total
Missing
System
Total
Satisfaction--Taxi--Driver courtesy
Cumulative
Frequency
Valid
Very satisfied
Percent
Valid Percent
Percent
1366
50.0
71.2
71.2
Somewhat satisfied
329
12.0
17.2
88.4
Neither satisfied nor
117
4.3
6.1
94.5
Somewhat dissatisfied
50
1.8
2.6
97.1
Very dissatisfied
56
2.0
2.9
100.0
1918
70.2
100.0
814
29.8
2732
100.0
dissatisfied
Total
Missing
System
Total
Satisfaction--Taxi--Safety in the taxicab
Cumulative
Frequency
Valid
Very satisfied
Percent
Valid Percent
Percent
1358
49.7
71.6
71.6
Somewhat satisfied
315
11.5
16.6
88.2
Neither satisfied nor
119
4.4
6.3
94.5
48
1.8
2.5
97.0
dissatisfied
Somewhat dissatisfied
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 43 Rea & Parker Research November, 2011 Very dissatisfied
Total
Missing
System
Total
57
2.1
3.0
1897
69.4
100.0
835
30.6
2732
100.0
100.0
Satisfaction--Taxi--Cleanliness of the taxicab
Cumulative
Frequency
Valid
Very satisfied
Percent
Valid Percent
Percent
1221
44.7
64.4
64.4
Somewhat satisfied
396
14.5
20.9
85.2
Neither satisfied nor
155
5.7
8.2
93.4
Somewhat dissatisfied
71
2.6
3.7
97.2
Very dissatisfied
54
2.0
2.8
100.0
1897
69.4
100.0
835
30.6
2732
100.0
dissatisfied
Total
Missing
System
Total
Aware of Same-Day Taxi service
Cumulative
Frequency
Valid
Missing
Percent
Valid Percent
Percent
Yes
1150
42.1
45.6
45.6
No
1371
50.2
54.4
100.0
Total
2521
92.3
100.0
211
7.7
2732
100.0
System
Total
Frequency using Same-Day Taxi service
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
4-7 days per week
29
1.1
1.2
1.2
1-3 days per week
123
4.5
5.2
6.4
At least once per month
209
7.7
8.8
15.2
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 44 Rea & Parker Research November, 2011 A few times per year
N/A - I've never used Same-
410
15.0
17.3
32.5
1604
58.7
67.5
100.0
2375
86.9
100.0
357
13.1
2732
100.0
Day Taxi service
Total
Missing
System
Total
Satisfaction--Same Day Taxi
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
Very satisfied
452
16.5
56.6
56.6
Somewhat satisfied
211
7.7
26.4
83.0
Neither satisfied nor
59
2.2
7.4
90.4
Somewhat dissatisfied
41
1.5
5.1
95.5
Very dissatisfied
36
1.3
4.5
100.0
799
29.2
100.0
1480
54.2
453
16.6
1933
70.8
2732
100.0
dissatisfied
Total
Missing
N/A - I've never used SameDay Taxi service
System
Total
Total
Reason not used Same Day Taxi
Cumulative
Frequency
Valid
I wasn't aware the service
Percent
Valid Percent
Percent
1170
42.8
56.7
56.7
339
12.4
16.4
73.1
85
3.1
4.1
77.2
351
12.8
17.0
94.2
existed
I assumed this service is
expensive
I am concerned that my
mobility device will not fit in
the the taxi
I have no need for SameDay Taxi service
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 45 Rea & Parker Research November, 2011 Do not know how to use it
18
.7
.9
95.1
Told by telephone staff that
11
.4
.5
95.6
19
.7
.9
96.5
72
2.6
3.5
100.0
2065
75.6
100.0
667
24.4
2732
100.0
it was not avaiable
Not dependable-wait for long
time
other reason
Total
Missing
System
Total
Aware of 25 cent reduced fare
Cumulative
Frequency
Valid
Missing
Percent
Valid Percent
Percent
Yes
652
23.9
24.9
24.9
No
1966
72.0
75.1
100.0
Total
2618
95.8
100.0
114
4.2
2732
100.0
System
Total
Used fixed route buses
Cumulative
Frequency
Valid
Missing
Percent
Valid Percent
Percent
Yes
517
18.9
19.8
19.8
No
2092
76.6
80.2
100.0
Total
2609
95.5
100.0
123
4.5
2732
100.0
System
Total
Would participate in fixed route travel training
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
Yes
729
26.7
33.7
33.7
No
1434
52.5
66.3
100.0
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 46 Rea & Parker Research November, 2011 Total
Missing
System
Total
2163
79.2
569
20.8
2732
100.0
100.0
Would reserve online
Cumulative
Frequency
Valid
Valid Percent
Percent
Yes
725
26.5
28.2
28.2
No
1225
44.8
47.7
75.9
619
22.7
24.1
100.0
2569
94.0
100.0
163
6.0
2732
100.0
Unsure
Total
Missing
Percent
System
Total
Gender
Cumulative
Frequency
Valid
Missing
Male
Percent
Valid Percent
Percent
812
29.7
30.8
30.8
Female
1824
66.8
69.2
100.0
Total
2636
96.5
100.0
96
3.5
2732
100.0
System
Total
Age
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
Under 18
33
1.2
1.2
1.2
18-24
73
2.7
2.7
3.9
25-34
116
4.2
4.3
8.2
35-44
127
4.6
4.7
12.9
45-54
232
8.5
8.6
21.6
55-64
390
14.3
14.5
36.0
65-74
446
16.3
16.5
52.6
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 47 Rea & Parker Research November, 2011 Missing
75-84
671
24.6
24.9
77.5
85+
607
22.2
22.5
100.0
Total
2695
98.6
100.0
37
1.4
2732
100.0
System
Total
Primary language
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
English
2159
79.0
80.2
80.2
Spanish
186
6.8
6.9
87.1
Vietnamese
61
2.2
2.3
89.3
Chinese
41
1.5
1.5
90.9
Korean
22
.8
.8
91.7
Farsi
74
2.7
2.7
94.4
American Sign Laguange
22
.8
.8
95.2
Tagalog
44
1.6
1.6
96.9
Indian Languages (Punjabi,
26
1.0
1.0
97.8
Arabic
15
.5
.6
98.4
Other
43
1.6
1.6
100.0
Total
2693
98.6
100.0
39
1.4
2732
100.0
Hindi, Urdu, etc.)
Missing
System
Total
Person completing survey
Cumulative
Frequency
Valid
ACCESS customer
Care provider of ACCESS
Percent
Valid Percent
Percent
2030
74.3
76.0
76.0
377
13.8
14.1
90.1
226
8.3
8.5
98.6
21
.8
.8
99.4
customer
Facility representative of an
ACCESS customer
Friend
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 48 Rea & Parker Research November, 2011 Missing
Other
16
.6
.6
Total
2670
97.7
100.0
62
2.3
2732
100.0
System
Total
100.0
Zip Code
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
59
2.2
2.2
2.2
02808
1
.0
.0
2.2
12151
1
.0
.0
2.2
33872
1
.0
.0
2.3
34842
1
.0
.0
2.3
44035
1
.0
.0
2.3
72807
1
.0
.0
2.4
81653
1
.0
.0
2.4
81886
1
.0
.0
2.5
82708
1
.0
.0
2.5
82841
1
.0
.0
2.5
82870
1
.0
.0
2.6
90042
1
.0
.0
2.6
90080
1
.0
.0
2.6
90094
1
.0
.0
2.7
90240
2
.1
.1
2.7
90249
1
.0
.0
2.8
90270
1
.0
.0
2.8
90275
1
.0
.0
2.9
90292
1
.0
.0
2.9
90301
1
.0
.0
2.9
90403
1
.0
.0
3.0
90601
1
.0
.0
3.0
90603
1
.0
.0
3.0
90604
1
.0
.0
3.1
90605
1
.0
.0
3.1
90620
43
1.6
1.6
4.7
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 49 Rea & Parker Research November, 2011 90621
27
1.0
1.0
5.7
90623
16
.6
.6
6.3
90630
43
1.6
1.6
7.8
90631
41
1.5
1.5
9.3
90637
1
.0
.0
9.4
90638
7
.3
.3
9.6
90680
46
1.7
1.7
11.3
90680-3812
1
.0
.0
11.3
90703
8
.3
.3
11.6
90706
2
.1
.1
11.7
90715
2
.1
.1
11.8
90717
1
.0
.0
11.8
90720
13
.5
.5
12.3
90740
52
1.9
1.9
14.2
90802
2
.1
.1
14.3
90803
2
.1
.1
14.3
90804
1
.0
.0
14.4
90806
1
.0
.0
14.4
90807
1
.0
.0
14.5
90808
2
.1
.1
14.5
90810
2
.1
.1
14.6
90813
1
.0
.0
14.6
90814
3
.1
.1
14.8
90815
5
.2
.2
14.9
90860
1
.0
.0
15.0
90940
1
.0
.0
15.0
91001
1
.0
.0
15.0
91030
1
.0
.0
15.1
91103
1
.0
.0
15.1
91344
1
.0
.0
15.2
91405
1
.0
.0
15.2
91702
1
.0
.0
15.2
91706
1
.0
.0
15.3
91740
1
.0
.0
15.3
91764
1
.0
.0
15.3
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 50 Rea & Parker Research November, 2011 91776
1
.0
.0
15.4
91789
1
.0
.0
15.4
91790
1
.0
.0
15.4
91832
1
.0
.0
15.5
92054
1
.0
.0
15.5
92080
1
.0
.0
15.6
92126
2
.1
.1
15.6
92147
1
.0
.0
15.7
92191
1
.0
.0
15.7
92211
1
.0
.0
15.7
92408
1
.0
.0
15.8
92423
1
.0
.0
15.8
92530
1
.0
.0
15.8
92545
1
.0
.0
15.9
92572
1
.0
.0
15.9
92574
1
.0
.0
16.0
92575
1
.0
.0
16.0
92602
10
.4
.4
16.4
92603
4
.1
.1
16.5
92604
27
1.0
1.0
17.5
92606
14
.5
.5
18.0
92609
2
.1
.1
18.1
92610
5
.2
.2
18.3
92612
34
1.2
1.2
19.5
92614
27
1.0
1.0
20.5
92618
8
.3
.3
20.8
92619
2
.1
.1
20.9
92620
21
.8
.8
21.6
92624
6
.2
.2
21.9
92625
8
.3
.3
22.1
92626
45
1.6
1.6
23.8
92627
42
1.5
1.5
25.3
92629
14
.5
.5
25.8
92630
64
2.3
2.3
28.2
1
.0
.0
28.2
92630-5501
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 51 Rea & Parker Research November, 2011 92633
1
.0
.0
28.3
92637
51
1.9
1.9
30.1
92637-2773
1
.0
.0
30.2
92642
1
.0
.0
30.2
92646
40
1.5
1.5
31.7
92647
42
1.5
1.5
33.2
92648
33
1.2
1.2
34.4
1
.0
.0
34.4
92649
19
.7
.7
35.1
92651
19
.7
.7
35.8
92652
1
.0
.0
35.9
92653
39
1.4
1.4
37.3
92655
7
.3
.3
37.6
92656
24
.9
.9
38.4
92657
2
.1
.1
38.5
92660
17
.6
.6
39.1
92661
2
.1
.1
39.2
92663
7
.3
.3
39.5
92665
2
.1
.1
39.5
92667
1
.0
.0
39.6
92669
1
.0
.0
39.6
92672
26
1.0
1.0
40.6
92673
12
.4
.4
41.0
92674
2
.1
.1
41.1
92674-1942
1
.0
.0
41.1
92675
43
1.6
1.6
42.7
92677
55
2.0
2.0
44.7
92678
1
.0
.0
44.7
92679
4
.1
.1
44.9
92680
1
.0
.0
44.9
92683
76
2.8
2.8
47.7
92686
1
.0
.0
47.7
92687
1
.0
.0
47.8
92688
29
1.1
1.1
48.8
92690
2
.1
.1
48.9
92648-4270
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 52 Rea & Parker Research November, 2011 92691
46
1.7
1.7
50.6
92692
44
1.6
1.6
52.2
92694
3
.1
.1
52.3
92701
26
1.0
1.0
53.3
92703
29
1.1
1.1
54.3
92704
49
1.8
1.8
56.1
92705
31
1.1
1.1
57.2
92706
38
1.4
1.4
58.6
92707
27
1.0
1.0
59.6
92708
57
2.1
2.1
61.7
92740
1
.0
.0
61.7
92748
1
.0
.0
61.8
92780
58
2.1
2.1
63.9
92780-7413
1
.0
.0
63.9
92781
1
.0
.0
64.0
92782
10
.4
.4
64.3
92801
85
3.1
3.1
67.5
92802
52
1.9
1.9
69.4
92803
1
.0
.0
69.4
92804
109
4.0
4.0
73.4
92804-2501
1
.0
.0
73.4
92804-3102
1
.0
.0
73.5
92804-4198
1
.0
.0
73.5
58
2.1
2.1
75.6
92805-2218
1
.0
.0
75.7
92805-4467
1
.0
.0
75.7
92806
37
1.4
1.4
77.0
92807
27
1.0
1.0
78.0
92808
13
.5
.5
78.5
92809
2
.1
.1
78.6
92814
1
.0
.0
78.6
92821
39
1.4
1.4
80.1
92821-6404
1
.0
.0
80.1
92823
4
.1
.1
80.2
92831
36
1.3
1.3
81.6
92805
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 53 Rea & Parker Research November, 2011 92832
22
.8
.8
82.4
92833
32
1.2
1.2
83.5
1
.0
.0
83.6
92835
30
1.1
1.1
84.7
92840
58
2.1
2.1
86.8
92841
35
1.3
1.3
88.1
1
.0
.0
88.1
28
1.0
1.0
89.1
1
.0
.0
89.2
92844
12
.4
.4
89.6
92845
13
.5
.5
90.1
92861
2
.1
.1
90.2
92863
3
.1
.1
90.3
92864
2
.1
.1
90.3
92865
29
1.1
1.1
91.4
92866
33
1.2
1.2
92.6
92867
21
.8
.8
93.4
92868
19
.7
.7
94.1
92869
31
1.1
1.1
95.2
92870
63
2.3
2.3
97.5
92871
1
.0
.0
97.5
92886
38
1.4
1.4
98.9
92887
16
.6
.6
99.5
92890
1
.0
.0
99.6
92891
1
.0
.0
99.6
92921
1
.0
.0
99.6
92982
1
.0
.0
99.7
92984
1
.0
.0
99.7
93551
1
.0
.0
99.7
96230
1
.0
.0
99.8
96280
1
.0
.0
99.8
96291
1
.0
.0
99.9
97841
1
.0
.0
99.9
98707
1
.0
.0
99.9
98840
1
.0
.0
100.0
92833-5028
92841-1118
92843
92843-1804
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 54 Rea & Parker Research November, 2011 99703
Total
1
.0
.0
2732
100.0
100.0
100.0
Notes
Output Created
16-Nov-2011 10:21:18
Comments
Input
Data
C:\Users\Richard\Documents\OCTAACCESS-2011-combined--11-1011.sav
Active Dataset
DataSet1
Filter
<none>
Weight
<none>
Split File
<none>
N of Rows in Working Data
2732
File
Missing Value Handling
Definition of Missing
User-defined missing values are
treated as missing.
Cases Used
Statistics are based on all cases with
valid data.
Syntax
FREQUENCIES
VARIABLES=other_uses_q3h
other_reason_not_same_q12a
other_lang_q19a other_info_q23
/ORDER=ANALYSIS.
Resources
Processor Time
00:00:00.609
Elapsed Time
00:00:00.617
Other uses of ACCESS
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
2472
90.5
90.5
90.5
24 hour fitness and church
1
.0
.0
90.5
ADHC
5
.2
.2
90.7
adult day care
6
.2
.2
90.9
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 55 Rea & Parker Research November, 2011 Adult day care center
1
.0
.0
91.0
Adult Day Care Center
1
.0
.0
91.0
Adult Day Health Care
1
.0
.0
91.0
Adult Daycare
1
.0
.0
91.1
airport
2
.1
.1
91.1
Airport
2
.1
.1
91.2
Alzheimer Family Services
1
.0
.0
91.3
alzheimer family services
1
.0
.0
91.3
1
.0
.0
91.3
1
.0
.0
91.4
As new needs come up.
1
.0
.0
91.4
Attend Irvine Senior Center
1
.0
.0
91.4
attending a computer class
1
.0
.0
91.5
baby sitting
1
.0
.0
91.5
babysitting for
1
.0
.0
91.5
Bank
2
.1
.1
91.6
bank, library
1
.0
.0
91.7
Baseball games and beauty
1
.0
.0
91.7
beauty shop
2
.1
.1
91.8
Beauty shop
2
.1
.1
91.8
Beauty Shop
1
.0
.0
91.9
Bingo - Elks Club
1
.0
.0
91.9
Braille
1
.0
.0
91.9
braille class
1
.0
.0
92.0
Braille Insitute
1
.0
.0
92.0
Braille Institute
1
.0
.0
92.1
cemetery
2
.1
.1
92.1
Chuch/bible study
1
.0
.0
92.2
church
30
1.1
1.1
93.3
Church
30
1.1
1.1
94.4
center
Alzheimers Family Service
Center
Aquatic Center in Newport
Beach
3 days per week
granddaughters
salons.
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 56 Rea & Parker Research November, 2011 Church - I need to go to the
1
.0
.0
94.4
1
.0
.0
94.4
Church Meetings
1
.0
.0
94.5
church on Sundays
1
.0
.0
94.5
Church Sundays
1
.0
.0
94.5
dates/social
1
.0
.0
94.6
Daugther's home twice per
2
.1
.1
94.7
day program
3
.1
.1
94.8
Day program
1
.0
.0
94.8
Day program at RIO TAP
1
.0
.0
94.8
Daycare Center
1
.0
.0
94.9
Dec flood stayed in Motel for
1
.0
.0
94.9
dialysis
1
.0
.0
94.9
Dialysis
4
.1
.1
95.1
dialysis 3 days a week.
1
.0
.0
95.1
Dialysis 3X a week
1
.0
.0
95.2
Doctors, Church
1
.0
.0
95.2
Easter seals program in
1
.0
.0
95.2
Eating at restaurants
1
.0
.0
95.3
English conversion class
1
.0
.0
95.3
exercise class
1
.0
.0
95.4
Family visit
1
.0
.0
95.4
doctor and dentist on OCTA.
I'm almost 92 and my
daughter takes me to the
doctor's now!
church and bible study every
Sunday
month
8 days
brea
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 57 Rea & Parker Research November, 2011 For 8 months I had to be
1
.0
.0
95.4
For Dialysis Tues and Thurs
1
.0
.0
95.5
For disable and the elderly
1
.0
.0
95.5
foreplay
1
.0
.0
95.5
Go to a prayers
1
.0
.0
95.6
Go to Alzheimer's Center
1
.0
.0
95.6
Go to daughters house to
1
.0
.0
95.6
1
.0
.0
95.7
going to be using it for work
1
.0
.0
95.7
Going to Church
1
.0
.0
95.8
going to Kingdom Hall
1
.0
.0
95.8
going to the senior center
1
.0
.0
95.8
goodwill fitness center
1
.0
.0
95.9
gym
1
.0
.0
95.9
hair
2
.1
.1
96.0
hair appointment
1
.0
.0
96.0
Hair Appointments - Church
1
.0
.0
96.0
Hair appointments once a
1
.0
.0
96.1
hair appt
1
.0
.0
96.1
Hair care
1
.0
.0
96.2
Hair cut
1
.0
.0
96.2
hair dresser
2
.1
.1
96.3
Hair dresser
1
.0
.0
96.3
hair salon
2
.1
.1
96.4
with my ill husband, using
OCTA to drive me to some 8
hospitals until he finally died
May 24 and I am indebted to
OCTA for helping me to
keep up with my promise to
be with him until he died.
people should ride free to
grocery stores
stay with children
Go to therapy at Cortoun
Building. 2767 Imperial. 838
Euclid
week
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 58 Rea & Parker Research November, 2011 hairdresser
1
.0
.0
96.4
health/ fitness
1
.0
.0
96.4
high hopes head injury
1
.0
.0
96.5
Holiday Lunch
1
.0
.0
96.5
Home visits
1
.0
.0
96.6
Hopefully I can resume an
1
.0
.0
96.6
Hospital and library
1
.0
.0
96.6
I go to 24 hr Fitness for
1
.0
.0
96.7
I go to my daughters house.
1
.0
.0
96.7
I have been very ill, but I go
1
.0
.0
96.7
1
.0
.0
96.8
1
.0
.0
96.8
1
.0
.0
96.9
integrity house
1
.0
.0
96.9
Irvine Adult Day Health Care
1
.0
.0
96.9
Job Interviews
1
.0
.0
97.0
job searching
1
.0
.0
97.0
Just to go to RIO - Senior
1
.0
.0
97.0
Lab work
1
.0
.0
97.1
library
1
.0
.0
97.1
Lions Club
1
.0
.0
97.1
Low vision class
1
.0
.0
97.2
Meeting friends, going to the
1
.0
.0
97.2
proram
excercise class (3 times per
week)
swimming for my heart.
many times otherwise
I live on Elder Ave, you do
not service my area on the
times the doctors and health
people give me an
appointment!!
I use this ACCESS as a
back up hen family is not
available
I visit my mother in a
retirement home.
Center
bank, buy food
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 59 Rea & Parker Research November, 2011 Meetings - Will be using
1
.0
.0
97.3
Mom and dad's
1
.0
.0
97.3
Mostly medical visits and
1
.0
.0
97.3
1
.0
.0
97.4
1
.0
.0
97.4
nursing home visits
1
.0
.0
97.4
OCARC program
1
.0
.0
97.5
Only dialisis transportation
1
.0
.0
97.5
personal family business
1
.0
.0
97.5
physical therapy
2
.1
.1
97.6
Physical therapy
1
.0
.0
97.7
Physical Therapy
1
.0
.0
97.7
Pick up medicine doctor
1
.0
.0
97.7
plays, movies
1
.0
.0
97.8
R10
1
.0
.0
97.8
Recreational
1
.0
.0
97.8
rehab
1
.0
.0
97.9
rehab center
1
.0
.0
97.9
Rehab Intitute of Southern
1
.0
.0
98.0
Retired, wife still drives
1
.0
.0
98.0
return from shopping
1
.0
.0
98.0
Right now I am able to drive,
1
.0
.0
98.1
RIO Programme
1
.0
.0
98.1
RIO- Fullerton rehab center
1
.0
.0
98.1
Rio-Rehab Orange
1
.0
.0
98.2
S.C. Day Care
1
.0
.0
98.2
See family members at their
1
.0
.0
98.2
ACCESS more.
church
Mostly reg buses don't run
on same street 4 times a
month.
movies, mall, daughters
hous
have to wait 1 hr.
Calif
but this may end soon.
home
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 60 Rea & Parker Research November, 2011 See mother in hospital
1
.0
.0
98.3
Senior Center
4
.1
.1
98.4
Shopping
1
.0
.0
98.5
Social dates
1
.0
.0
98.5
social services, OCTA
1
.0
.0
98.5
1
.0
.0
98.6
Social, education, church
1
.0
.0
98.6
Sometimes I go with Mr
1
.0
.0
98.6
1
.0
.0
98.7
1
.0
.0
98.7
spa
1
.0
.0
98.8
SPA - physical therapy
1
.0
.0
98.8
Sr Center Note: New from
1
.0
.0
98.8
Starting
1
.0
.0
98.9
Stay with 2 grandaughters
1
.0
.0
98.9
1
.0
.0
98.9
transit
Social skills group in
Anaheim
Olumi who lives in the same
building.
Sometimes I sit a long time
while other patrons are
brought around. One time, it
took me 3 hours to get
home. I'd like a schedule of
when the busiest times are.
The bus service is great as
well as the staff. However, it
is very noisy riding in the
back of the bus and it's very
bumpy in the back. I am very
sore and have lots of pain
after bracing myself during
the ride.
South County Adult Day
Service
New York - adjusting to CA
until parents come home,
pick them up at school 4
days a week
Support group
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 61 Rea & Parker Research November, 2011 The only time I use
1
.0
.0
99.0
1
.0
.0
99.0
to and from braille
1
.0
.0
99.0
To and from Church
1
.0
.0
99.1
To and from Nursing home
1
.0
.0
99.1
to beach and ball game
1
.0
.0
99.2
To go to Rehab Center
1
.0
.0
99.2
To go to rehabilitation R10
1
.0
.0
99.2
to visit girlfriend
1
.0
.0
99.3
Training program which
1
.0
.0
99.3
1
.0
.0
99.3
VAMC Long Beach
1
.0
.0
99.4
Visit daughter
1
.0
.0
99.4
Visit Daughter
1
.0
.0
99.5
Visit husband at a care
1
.0
.0
99.5
Visit mom
1
.0
.0
99.5
Visit my family
1
.0
.0
99.6
Visit my family.
1
.0
.0
99.6
Visit Sister
1
.0
.0
99.6
Visiting my husband at the
1
.0
.0
99.7
1
.0
.0
99.7
visiting nursing home
1
.0
.0
99.7
vocational visions
1
.0
.0
99.8
Volunteer
1
.0
.0
99.8
Volunteer @ Retired Military
1
.0
.0
99.9
1
.0
.0
99.9
ACCESS is to Kaiser Attn
To a connecting
transportation center for
Amtrak/Metrolink/Trips
outside OC
includes above.
Use this when it is between
9pm-6am
home
extended care hospital.
visiting my husband in his
nursing home.
Organization
Volunteer job 2x weekly
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 62 Rea & Parker Research November, 2011 Volunteer meetings and hair
1
.0
.0
99.9
volunteer work
1
.0
.0
100.0
when my children can't take
1
.0
.0
100.0
2732
100.0
100.0
appts
me
Total
Other Reason not use Same Day Taxi
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
2517
92.1
92.1
92.1
(cannot read comment)
1
.0
.0
92.2
(Clerks Note: Respondent
2
.1
.1
92.2
1
.0
.0
92.3
1
.0
.0
92.3
1
.0
.0
92.3
1
.0
.0
92.4
$17 for a 5 mile trip
1
.0
.0
92.4
A taxi was only sent when
1
.0
.0
92.5
1
.0
.0
92.5
All of the above
1
.0
.0
92.5
All of the above.
1
.0
.0
92.6
Also assumed te service is
1
.0
.0
92.6
1
.0
.0
92.6
1
.0
.0
92.7
chose options 1 & 2)
(Staff Note: Respondent
Chose options 1 & 2)
(Staff Notes: Respondent
chose options 1 & 2)
(Staff Notes: Respondent
chose options 1 & 3)
(Staff Notes: Respondent
chose options 1, 2, & 3)
bus not available
Access service was always
available
expensive.
Also concerned mobility
device will not fit in taxi
Also concerned that mobility
device will not fit in the taxi,
need it on occasion
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 63 Rea & Parker Research November, 2011 Also concerned that my
1
.0
.0
92.7
2
.1
.1
92.8
1
.0
.0
92.8
1
.0
.0
92.9
1
.0
.0
92.9
1
.0
.0
92.9
bad experiences prior
1
.0
.0
93.0
Bad price communication,
1
.0
.0
93.0
1
.0
.0
93.0
1
.0
.0
93.1
Caling, waiting etc not sure
1
.0
.0
93.1
cannot get service is power
1
.0
.0
93.2
cant return home after 5 pm
1
.0
.0
93.2
Careful planning of my
1
.0
.0
93.2
1
.0
.0
93.3
mobility device will not fit in
the taxi
Always make appointment
2-3 days before.
Always very late have had to
cancel everytime
assumed expensive and
have no need
assumed its for seniors and
those with health issues only
Aware of service just don't
yet know "how" it works.
the driver wants to charge
more. ACCESS (illegible
word) can not inform on
price.
Being disable, much easier
to travel.
Bus is primarily used for
transportation to Long
Beach veterans hospital,
from: Mission Viejo For:
medical appointments (84
year old disabled veteran) hearing and Parkinsons,
unable to drive on freeway
chair is used
activities allows me to make
use of the cheaper
alternative.
concerned about cost
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 64 Rea & Parker Research November, 2011 Concerned about cost over
1
.0
.0
93.3
cost
1
.0
.0
93.3
Cost
1
.0
.0
93.4
cost too much
1
.0
.0
93.4
coverage area
1
.0
.0
93.4
Depends on bus service
1
.0
.0
93.5
depends on cost
1
.0
.0
93.5
depends on what they send
1
.0
.0
93.6
Did not know how to use it
1
.0
.0
93.6
Didnt know about it
1
.0
.0
93.6
didnt think the system works
1
.0
.0
93.7
Do not speak English
1
.0
.0
93.7
do not understand
1
.0
.0
93.7
Do not understand how it
1
.0
.0
93.8
don't know about it.
1
.0
.0
93.8
Don't know enough about
1
.0
.0
93.9
1
.0
.0
93.9
1
.0
.0
93.9
dont need
1
.0
.0
94.0
expensive
1
.0
.0
94.0
First time taxi did not show
1
.0
.0
94.0
forgot to book any before
1
.0
.0
94.1
Glad to know that this
1
.0
.0
94.1
5 miles.
well
works. Would like to use it
as, primary doctor, is not
available - bus does not go
in hills.
the services
Don't quite understand how
to use it. Would like to take it
for short trips to store for
perhaps milk, etc.
Dont have a cell phone to
call for return trip
up
service can be had on short
notice.
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 65 Rea & Parker Research November, 2011 Good for any ride on
1
.0
.0
94.1
hard to get into
1
.0
.0
94.2
has not needed yet
1
.0
.0
94.2
Have a lot of trouble with it.
1
.0
.0
94.3
Have a mobility car
1
.0
.0
94.3
Have not had an occasion to
1
.0
.0
94.3
have not needed it yet
1
.0
.0
94.4
have tried to use many times
1
.0
.0
94.4
Haven't needed to use it yet.
1
.0
.0
94.4
havent needed it
1
.0
.0
94.5
Havent needed it
1
.0
.0
94.5
havent needed it yet
1
.0
.0
94.5
I always make my
1
.0
.0
94.6
1
.0
.0
94.6
I cannot afford it
1
.0
.0
94.7
I didn't assume. It is simply
1
.0
.0
94.7
I didn't know it existed.
1
.0
.0
94.7
i didnt know I qualafied
1
.0
.0
94.8
I do not know how. I would
1
.0
.0
94.8
i do not like taxi service
1
.0
.0
94.8
I do not use taxi service
1
.0
.0
94.9
I don't know if I'm eligible.
1
.0
.0
94.9
use it yet.
but been told it is not
available
reservations in advance
I am glad it is now available,
I will use it.
too expensive.
like to use if I knew how.
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 66 Rea & Parker Research November, 2011 I don't want to get into
1
.0
.0
94.9
1
.0
.0
95.0
1
.0
.0
95.0
i dont like taxi cabs
1
.0
.0
95.1
I go with a group
1
.0
.0
95.1
I had inquired about this and
1
.0
.0
95.1
1
.0
.0
95.2
1
.0
.0
95.2
1
.0
.0
95.2
1
.0
.0
95.3
disputes as to what
constitues 3 miles or less. It
depends on routes taken.
Also taxi's have a habit of
picking up multiple people
with multiple drop-offs. A few
weeks back, a taxi picked
me up at Stater Brothers
2.9miles from my home.
Enroute, he picked
up/dropped off 4 people
traveling nearly 20 miles
North before returning to
drop me off. What should
have been a 5 minute trip
lasted 2 hours &amp; 43
minutes.
I dont always have cash for
taxi
i dont have money to pay
them
was told that there was no
same day service.
I have alaways had taxi
service
I have NEEDED this but
didn't know it was available!!
I have never used the same
day service.
I have used some day taxi
service
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 67 Rea & Parker Research November, 2011 I have used taxi-service
1
.0
.0
95.3
1
.0
.0
95.4
1
.0
.0
95.4
1
.0
.0
95.4
I just found out.
1
.0
.0
95.5
I keep forgetting I have that
1
.0
.0
95.5
I like the bus
1
.0
.0
95.5
I like to know more about
1
.0
.0
95.6
1
.0
.0
95.6
I need taxi
1
.0
.0
95.6
I plan ahead
1
.0
.0
95.7
I prefer the OCTA bus.
1
.0
.0
95.7
I ride the ACCESS bus.
1
.0
.0
95.8
I think I used it once years
1
.0
.0
95.8
i think same day taxi is good
1
.0
.0
95.8
I thought it was cancelled
1
.0
.0
95.9
I use it
1
.0
.0
95.9
i use it when i neede it
1
.0
.0
95.9
because the Access bus is
not available but I did not
know that I can request
sameday taxi service. I've
been told that I have to
reserve beforehand.
I havent needed to use it
yet.
I hope to use more often
under for doctor care time of
appointment change and
this works for me. Thanks.
I inadvertantly scheduled
this service not realizing it
was very expensive. It was
offered to meby a scheduler
but without mention of the
fare.
option in emergency
this service
I need a better explanation
of service.
ago and the waiting time
was excessive.
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 68 Rea & Parker Research November, 2011 I use taxi service when
1
.0
.0
96.0
1
.0
.0
96.0
I used same-day taxi
1
.0
.0
96.0
I used to request service
1
.0
.0
96.1
1
.0
.0
96.1
I was not aware of this.
1
.0
.0
96.2
I was not aware that there
1
.0
.0
96.2
1
.0
.0
96.2
1
.0
.0
96.3
1
.0
.0
96.3
I would have to wait too long
1
.0
.0
96.3
I would like information on
1
.0
.0
96.4
1
.0
.0
96.4
1
.0
.0
96.4
1
.0
.0
96.5
1
.0
.0
96.5
1
.0
.0
96.6
1
.0
.0
96.6
OCTA ride is not available.
I used it once because I
forgot to schedule pick up
the day before.
one day ahead.
I was informed it was too
expensive
was same day service.
I was told I always has to
make reservations the day
before.
i was told its not $2.70 price
of regular taxi cab price
I will use now that I know it
is available.
same day taxi service.
I would like it. Never knew of
it.
I'm always surprised when
one picks me up!
I'm interested, please
explain
I've had very bad
experiences with the regular
taxi for Access trips. I will
never use same day and I
pray I never get a taxi for
Access trips.
If over 3 miles I have to pay
more
IF the need be, I will use it.
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 69 Rea & Parker Research November, 2011 If there is a little reduction
1
.0
.0
96.6
1
.0
.0
96.7
inconvenient
1
.0
.0
96.7
Is too expensive to order a
1
.0
.0
96.7
1
.0
.0
96.8
1
.0
.0
96.8
mostly use bus
1
.0
.0
96.9
n/a
1
.0
.0
96.9
Need a wheelchair van
1
.0
.0
96.9
Need to plan round trip
1
.0
.0
97.0
need to transport wheelchair
1
.0
.0
97.0
Never been picked up in a
1
.0
.0
97.0
never called
1
.0
.0
97.1
Never offered.
1
.0
.0
97.1
never on time
1
.0
.0
97.1
Never on time
1
.0
.0
97.2
Never used due to the fact I
1
.0
.0
97.2
Never used one
1
.0
.0
97.3
new rules make it harder for
1
.0
.0
97.3
No need
2
.1
.1
97.4
No need yet.
1
.0
.0
97.4
with tax fare I would love it.
If you would offer same day
taxis at night & on wekends,
I would use them.
taxicab for the same day.
Ive injured myself entering
the cab
Long comment (doesnt like
wating 2 hours for texi
pickup)
taxi
need assurance that I will
meet my scheduled appt,
etc., would use more often if
could schedule in advance. I
plan ahead of time and need
guarantee that I have a ride
both ways. thx
me to use same day taxi
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 70 Rea & Parker Research November, 2011 Not sure if dependable, too
1
.0
.0
97.4
1
.0
.0
97.5
1
.0
.0
97.5
not used yet
1
.0
.0
97.5
OCTA eligibility says one
1
.0
.0
97.6
offer more free miles
1
.0
.0
97.6
On using same day service
1
.0
.0
97.7
1
.0
.0
97.7
1
.0
.0
97.7
1
.0
.0
97.8
Only used as emergency
1
.0
.0
97.8
Only used once.
1
.0
.0
97.8
only used when dispatcher
1
.0
.0
97.9
Other than OCTA
1
.0
.0
97.9
plan to use it in the future
1
.0
.0
98.0
plan to use soon
1
.0
.0
98.0
Please give me more info on
1
.0
.0
98.0
expensive.
Not sure it can accomodate
my service dog
Not sure of same day
service
thing and personal staff says
another. This is a service for
disabled and they should
have ramps for all cabs!
once pick up was not by
"same day service" but a
more expensive cab co. I
blame drs office by not
calling correct phone #
given.
one mile fee plus additional
fee per mile is too much
Only goes three miles from
home
Only recently found out
about this service
sends it
this service, as well as the
cost. I need to use it-it's
very important for me to use
it. thank you
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 71 Rea & Parker Research November, 2011 Please let me know how it
1
.0
.0
98.1
1
.0
.0
98.1
Please send info
1
.0
.0
98.1
Rate should be stated over
1
.0
.0
98.2
Rather have the bus
1
.0
.0
98.2
really dont understant
1
.0
.0
98.2
1
.0
.0
98.3
Same Day (illegible words)
1
.0
.0
98.3
Same service as bus
1
.0
.0
98.4
Schedule 3 days in advance.
1
.0
.0
98.4
seldom use it
1
.0
.0
98.4
sick
1
.0
.0
98.5
So far I have no need for
1
.0
.0
98.5
So far I have not needed it
1
.0
.0
98.5
some taxi drivers smoke
1
.0
.0
98.6
Sometimes a taxi has picked
1
.0
.0
98.6
1
.0
.0
98.6
1
.0
.0
98.7
1
.0
.0
98.7
1
.0
.0
98.8
works.
Please make the rules and
regulations available.
phone, so no argument at
time of pickup.
service, fare, etc
Right now I have no use of
the taxi - but - if or when I do
need it I know its there for m
to use.
schedule
one
me up, I never asked for one
but a van was not available.
Taxi drivers take the longest
route to maximise profits
Taxi is not available for
wheelchairs
The same day taxi is a good
option. When you call for a
new ride-you are usually on
hold for 20 minutes!
The service is too expensive
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 72 Rea & Parker Research November, 2011 the single request I made
1
.0
.0
98.8
the time is a challenge
1
.0
.0
98.8
They may not show up
1
.0
.0
98.9
They never come
1
.0
.0
98.9
Thought it was when the bus
1
.0
.0
98.9
1
.0
.0
99.0
To date no need
1
.0
.0
99.0
too expensive and too hard
1
.0
.0
99.0
1
.0
.0
99.1
too hard to get into
1
.0
.0
99.1
Too many rules and
1
.0
.0
99.2
1
.0
.0
99.2
1
.0
.0
99.2
1
.0
.0
99.3
w/c not unaccessible
1
.0
.0
99.3
Want to plan ahead
1
.0
.0
99.3
Was told "Can only have
1
.0
.0
99.4
1
.0
.0
99.4
required $25, it was equal to
calling the cab company.
was not available.
Time I had encountered the
taxi didn't come one time.
I'm scared to do it on
Sunday
to make a reservation
too expensive, cannot afford
it.
incompentent
tried several times but they
are never available
Unable to schedule this
correctly. People on phone
do not want to help me with
this.
undependable for certain
trips
one service - not 2". I have
Access - would be glad to
use Taxi also.
Was told by customer
service that same day
service was NOT
AVAILABLE!!!
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 73 Rea & Parker Research November, 2011 Was told by customer
3
.1
.1
99.5
2
.1
.1
99.6
1
.0
.0
99.6
1
.0
.0
99.7
what is same day service?
1
.0
.0
99.7
What's it all about?
1
.0
.0
99.7
Wheel chair lift needed
1
.0
.0
99.8
Wheelchair is impossible for
1
.0
.0
99.8
1
.0
.0
99.9
Will try soon
1
.0
.0
99.9
will use now
1
.0
.0
99.9
Worry that the taxi will come
1
.0
.0
100.0
1
.0
.0
100.0
2732
100.0
100.0
service that same day
service was not available.
Was told by customer
service that same day was
unavailable
Was told by reservation staff
that smae-day service does
not exist!!!
Was told that same day
service does NOT exist!!!
same day service in a taxi!
Wheelchair Taxi vans are
usually already reserved or
in use.
too late for my
appointments.
wouldnt know when to
request it
Total
Other language
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
2593
94.9
94.9
94.9
1
.0
.0
94.9
also Chinese
1
.0
.0
95.0
arabic
7
.3
.3
95.2
(Staff Notes: Respondent
chose options 1 & 2)
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 74 Rea & Parker Research November, 2011 Arabic
7
.3
.3
95.5
Assyrian
1
.0
.0
95.5
cambodian
1
.0
.0
95.6
czech
1
.0
.0
95.6
Czech
1
.0
.0
95.6
dari
1
.0
.0
95.7
does not speak
1
.0
.0
95.7
dutch
1
.0
.0
95.8
filipino
6
.2
.2
96.0
Filipino
7
.3
.3
96.2
Filipino - Tagalog
1
.0
.0
96.3
Filipino-Tagalog
1
.0
.0
96.3
French
1
.0
.0
96.3
german
3
.1
.1
96.4
German
1
.0
.0
96.5
Gujarati - Indian language
1
.0
.0
96.5
Gujurati
1
.0
.0
96.6
hindi
9
.3
.3
96.9
Hindi
4
.1
.1
97.0
Hungarian
2
.1
.1
97.1
Hungerian
1
.0
.0
97.1
Ilongo
2
.1
.1
97.2
Indian
1
.0
.0
97.3
Indian (Gujasati)
1
.0
.0
97.3
Indian (Hindi & Bengali)
2
.1
.1
97.4
Indian (Hindi & Bngali)
1
.0
.0
97.4
Indian language
1
.0
.0
97.4
Indian Language
1
.0
.0
97.5
indonesian
1
.0
.0
97.5
italian
1
.0
.0
97.5
Italian
3
.1
.1
97.7
japanese
2
.1
.1
97.7
Japanese
5
.2
.2
97.9
Lip Reading
1
.0
.0
98.0
non verbal
8
.3
.3
98.2
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 75 Rea & Parker Research November, 2011 Non Verbal
1
.0
.0
98.3
non-verbal
2
.1
.1
98.4
other dialect
1
.0
.0
98.4
Persian
1
.0
.0
98.4
Philipino
1
.0
.0
98.5
Polish
1
.0
.0
98.5
Portuguese
1
.0
.0
98.5
punjabi
1
.0
.0
98.6
Russian
3
.1
.1
98.7
tagalog
11
.4
.4
99.1
Tagalog
14
.5
.5
99.6
Tagalog - Philipino
1
.0
.0
99.6
Tagalog Filipino
1
.0
.0
99.7
Tagalog or Filipino
1
.0
.0
99.7
Tagalog/Filipino
1
.0
.0
99.7
thai
2
.1
.1
99.8
Thai
2
.1
.1
99.9
Urdo (Indian)
1
.0
.0
99.9
urdu
2
.1
.1
100.0
Total
2732
100.0
100.0
Other information respondent wishes to share
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
1626
59.5
59.5
59.5
1
.0
.0
59.6
(cannot read comment)
15
.5
.5
60.1
(cannot reada comment)
1
.0
.0
60.1
(cant read comment)
1
.0
.0
60.2
(letter attached)
1
.0
.0
60.2
(letter attched)
2
.1
.1
60.3
"Eileen" the reservtation
person is nasty everytime.
Busses always late.
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 76 Rea & Parker Research November, 2011 # 15 I am 92 and physically
1
.0
.0
60.3
1
.0
.0
60.4
1
.0
.0
60.4
1
.0
.0
60.4
1
.0
.0
60.5
1
.0
.0
60.5
1
.0
.0
60.5
1
.0
.0
60.6
1
.0
.0
60.6
1
.0
.0
60.7
1
.0
.0
60.7
unable to ride fixd rate
buses. I would like to
receive information on same
day taxi. I could not survive
without ACCESS - Thank
you.
1 day bus notice info
service. 1 day taxis service
later than 5:00. To be able to
go see a movie or other
activity.
1. Some drivers make you
go backwards on the ramp,
why? 2. Some drivers go
fast over dips & bumps or
around the courners, why?
3. Most drivers are good!!!
1313 South harbor Blvd
(Disneyland transit station)
needs a cover to protect
from the elements
2 hours is too long to wait for
an old lady like me, but I am
grateful for the serice
3 dollar bills would be easier
than $2.70
3 mile taxi reduced fare
should go to 5 miles
30 minute pickup window is
too long
30 minute pickup window
needs to be inproved
30 minute wait too long,
make better routes to
expidite road time
30 minute window is too
long, especially in bad
weather
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 77 Rea & Parker Research November, 2011 50% of the seat belts are no
1
.0
.0
60.7
800 #
1
.0
.0
60.8
95% of the drivers have
1
.0
.0
60.8
99% of drivers are very good
1
.0
.0
60.8
A fabulous service - I have
1
.0
.0
60.9
1
.0
.0
60.9
1
.0
.0
60.9
1
.0
.0
61.0
1
.0
.0
61.0
1
.0
.0
61.1
1
.0
.0
61.1
in the right position
been helpful
many medical appts &
ACCESS is only means of
transportation
A female black driver was
very rude today, acting
tough way on 6-8-11, pick us
at 2:04 Wednesday, bus
6813
A few times the drivers could
not find my place so 1 of
them left & I was late for an
important meeting & the
other went into an apt
complex down the street so I
ran after it so it wouldnt
leave without me. Very bad.
A great service - it has
improved in the past year.
Thank you
A lady bus driver named
Bonita was stubborn looking
for the way to my
destination, although I try to
help her to my family home.
A much needed service,
moreso in the future
A one month suspension for
my daughter vomiting from
being nervous is too much
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 78 Rea & Parker Research November, 2011 About 50% of all fricers do
1
.0
.0
61.1
1
.0
.0
61.2
1
.0
.0
61.2
1
.0
.0
61.2
1
.0
.0
61.3
1
.0
.0
61.3
1
.0
.0
61.3
1
.0
.0
61.4
1
.0
.0
61.4
1
.0
.0
61.5
Access is a blessing
1
.0
.0
61.5
Access is a blessing for all
1
.0
.0
61.5
1
.0
.0
61.6
not kno the current pick-up
location at Cerritos mall
(Westfild Shopping).
Dispatchers nee to
communicate with them. It
is at the food cout.
Access allows me to stay on
the board of a credit union.
Access is an exceptional
program and OCTA is
exceptional
Access bus shakes too
much. 4 shocks in front and
back of the bus would be
good.
Access does a great job,
thank you
Access driver needs to know
where to take you
Access drivers are
extremely courteous and
helpful
access fare is too expensive
for me
Access gives an opportunity
for her to keep active
Access has an excellent
program
Access has caused rider to
be late for doctors
appointments
of us who are seniors and
disabled. Great - thanks!
Access is a blessing to me
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 79 Rea & Parker Research November, 2011 access is a wonderful
1
.0
.0
61.6
1
.0
.0
61.6
access is doing a great job...
1
.0
.0
61.7
Access is good for a
1
.0
.0
61.7
1
.0
.0
61.7
1
.0
.0
61.8
1
.0
.0
61.8
1
.0
.0
61.9
access is wonderful
1
.0
.0
61.9
Access is wonderful for us
1
.0
.0
61.9
Access needs to go to Long
1
.0
.0
62.0
1
.0
.0
62.0
1
.0
.0
62.0
1
.0
.0
62.1
service
access is an excellent &
good service
disabled person, fare is
good too
Access is my #1
transportation. The people
are helpful and courteous
ACCESS is not available
here. I hav to go to Vons
and spend approx $11.00,
even to go on mile and
Hows to deserve and wait.
Access is the best for elderly
to visit doctors
Access is very important to
me - allows me to keep my
independence and travel
anywhere in Orange County.
Beach to the veterans
hospital
Access should pick me up
right at school and not an
alternate location
Access was the reason we
got kicked out of our
program. The wait period
was too long
Activity director and activity
assistant makes reservation
for me, years ago I did this
myself
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 80 Rea & Parker Research November, 2011 afraid of falling
1
.0
.0
62.1
agent fails to leave name,
1
.0
.0
62.2
1
.0
.0
62.2
1
.0
.0
62.2
1
.0
.0
62.3
1
.0
.0
62.3
1
.0
.0
62.3
1
.0
.0
62.4
1
.0
.0
62.4
1
.0
.0
62.4
1
.0
.0
62.5
1
.0
.0
62.5
Almost excellent overall
1
.0
.0
62.6
Always late!
1
.0
.0
62.6
Am i elegible for 25 cent
1
.0
.0
62.6
1
.0
.0
62.7
day, and time of scheduled
ride. Cab drivers use cell
phones while driving.
All Access drivers are
helpful and courteous
All drivers are very
courteous
All drivers are very helpful
and pleasant except had an
attitude on my most recent
trip.
All drivers need to apporach
visually or blind passengers
when picking up
All drivers should speak and
understand English. it would
be nice if they didnt treat us
like mentally challnged.
All of my drivers are nnice
and helpful
All the drivers are so helpful
and helped me willing as I
use a walker.
all vans need a blue strap to
secire my scooter
Allow for same day booking
after 5 PM
Allow to make reservations
after 5 PM
fare?
An eligibility van was 1 1/2
hours late picking me up to
take me home!
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 81 Rea & Parker Research November, 2011 Anna doesnt like being on
1
.0
.0
62.7
Appreciate the service
2
.1
.1
62.8
Appreciate the service and
1
.0
.0
62.8
1
.0
.0
62.8
Appreciates the service
1
.0
.0
62.9
Appreciates the services
1
.0
.0
62.9
Arrival to destinations 30 -
1
.0
.0
63.0
1
.0
.0
63.0
1
.0
.0
63.0
1
.0
.0
63.1
1
.0
.0
63.1
1
.0
.0
63.1
1
.0
.0
63.2
the bus for over 90 minutes
or forgot to be picked up
kind drivers
Appreciates having the
same drivers
60 minutes before
appointments is a waste of
time
Art gaul is one of the best
drivers. Seems they try to
make most rides not work so
I try to cancel.
As I become more
comfortable with the service
I will be using it more. There
have been days when travel
time has been excessive
At times delivery home from
shopping, etc. wait has been
over 2 hours or more. could
I be informed if this will
happen?
Automated answering
service is down too often.
Persons on the phone are
so very nice.
Automated phone often
does not work. would love
on-line.
backing onto a wheelchair
ramp is dangerous and can
damage tired
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 82 Rea & Parker Research November, 2011 Bad experiences with drivers
1
.0
.0
63.2
bad experiences with taxi
1
.0
.0
63.3
1
.0
.0
63.3
bad experiences/ being late
1
.0
.0
63.3
Be able to book return trips
1
.0
.0
63.4
1
.0
.0
63.4
be on time?
1
.0
.0
63.4
because i use orange
1
.0
.0
63.5
1
.0
.0
63.5
1
.0
.0
63.5
1
.0
.0
63.6
Better scheduling.
1
.0
.0
63.6
better service for hearing
1
.0
.0
63.7
Better than "LA Access"
1
.0
.0
63.7
bgiggest problem is with the
1
.0
.0
63.7
1
.0
.0
63.8
1
.0
.0
63.8
1
.0
.0
63.8
1
.0
.0
63.9
drivers
Bad experiences with taxi
drivers
on same day cabs.
be ideal to make online
reservations
County doctors and LA
doctors do i need an OCTA
access card too?
being on time is the most
important part
best way for me to get
around
Better communicate when
drivers is more than 30 min
late.
impaired
dispatchers not listening
Bless you for providing this
great service!
brother being on the bus for
2 hours is too long for him
bus and taxi drivers should
get out and assist in and out
of vehicle
bus does not give me
enough time to shop
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 83 Rea & Parker Research November, 2011 Bus driver should wait
1
.0
.0
63.9
1
.0
.0
63.9
bus drivers are great
1
.0
.0
64.0
Bus drivers need better
1
.0
.0
64.0
2
.1
.1
64.1
1
.0
.0
64.1
1
.0
.0
64.2
bus stops need shade
1
.0
.0
64.2
Bus will go to Irvine first
1
.0
.0
64.2
1
.0
.0
64.3
Cab overcharged me ($9.00)
1
.0
.0
64.3
Call client when in route to
1
.0
.0
64.3
Calling a taxi is a hastle
1
.0
.0
64.4
can he take Access to and
1
.0
.0
64.4
1
.0
.0
64.5
longer if rider isnt at stop yet
bus drivers and kind and
helpful
listening skills.
bus drivers need more
training with
developmentally disabled
people
Bus drivers should be more
helpful especially after I
request, when walking to my
appointment, that they get
my husband from door to
curb and vice versa because
sometimes they refuse to do
this.
Bus should be more
punctual & on time, they are
always late
before taking my mom to
Fullerton
buses lack shock absorbers.
Some drivers have different
pick up and return times
pick up
from doctors/ how?
Can I use a taxi if I have a
walker?
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 84 Rea & Parker Research November, 2011 Can I use Acess service for
1
.0
.0
64.5
1
.0
.0
64.5
1
.0
.0
64.6
1
.0
.0
64.6
1
.0
.0
64.6
1
.0
.0
64.7
1
.0
.0
64.7
1
.0
.0
64.8
1
.0
.0
64.8
cost too much
2
.1
.1
64.9
Could you please sen me
1
.0
.0
64.9
1
.0
.0
64.9
any kind of trip?
can I use this to go to a
restaurant or go shopping?
Can I use your service for
going to LA once in a while
to see my family? and how?
Can the client recieve a
phone call when Access ride
is on the way to pick up
client?
Can the fare be reduced
from $2.10?
Cannot get to my primary
doctor with Access (506 S.
Anahein Hills Road Anaheim
Hills, CA 92807)
Check travel times for better
accuracy
Communicat to customer's
cell phon when driver is later
than 30 min grace period.
The customer can then find
better shelter and sit while
waiting for the late bus for
over 45 minutes in the cold
wind.
concerned client has been
on the bus for over 2 hours
at a time on return trips.
info on item 13, 25 fixed rate
and the taxi service. Thank
You
Courtesy & pleasantness of
reservation clerks is
outstanding & appreciated
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 85 Rea & Parker Research November, 2011 Dave says the bus is very
1
.0
.0
65.0
1
.0
.0
65.0
1
.0
.0
65.0
1
.0
.0
65.1
1
.0
.0
65.1
1
.0
.0
65.2
1
.0
.0
65.2
Doing a great job!
1
.0
.0
65.2
Dont charge no show when
1
.0
.0
65.3
1
.0
.0
65.3
1
.0
.0
65.3
1
.0
.0
65.4
late picking him up from his
day program.
dissatisfied with direct trip,
shared always arrive late,
pickup and drop off block
from where i wanna be
Do not send taxi with
another wheelchair rider
already in it. Not enough
room.
Does not like waiting for 2
hours
Doesnt like being dropped
off 2 hours ahead of time
doesnt like the half hour
window
Doesnt understand fixed
route buses
the bus goes to the wrong
address
dont liek to wait 2 hours for
pickup
Drafty areas - not good for
arthritis people. All in all great drivers - only had 1
bad one in these trips.
Driver courtesy and
language barrier. Why when
two parties live near
eachother going to the same
place cant be scheduled on
the same bus?
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 86 Rea & Parker Research November, 2011 Driver Juan #1576 and
1
.0
.0
65.4
1
.0
.0
65.4
1
.0
.0
65.5
1
.0
.0
65.5
Driver needs to wait longer
1
.0
.0
65.6
Driver stands me up 1 in 4
1
.0
.0
65.6
1
.0
.0
65.6
1
.0
.0
65.7
1
.0
.0
65.7
Drivers are excellent
1
.0
.0
65.7
Drivers are gracious and
1
.0
.0
65.8
1
.0
.0
65.8
several Access drivers are
very nice and provide great
service. Great drivers
include John Rock
#146/6603 and Bertha
Gomez
Driver late, did not know hot
to get to airport, did not
know how to use GPS
Driver makes mistakes
picking up and dropping off
Driver needs to notice if rider
is seeking shelter from sun
or rain. If uses a cane or
walker and cannot walk fast
enough but is in view and
waving.
trips
Driver went to wrong
address and Maalawana
was left in rain three hours!
She is blind and in
wheelchair.
Drivers are always
courteous
Drivers are courteous and
pleasant
helpful
Drivers are great.
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 87 Rea & Parker Research November, 2011 Drivers are not always
1
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.0
65.8
1
.0
.0
65.9
1
.0
.0
65.9
1
.0
.0
66.0
1
.0
.0
66.0
drivers are very courteous
1
.0
.0
66.0
Drivers are very patient and
1
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.0
66.1
drivers are warm and helpful
1
.0
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66.1
drivers complain about poor
1
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66.1
1
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66.2
Drivers drive recklessly
1
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66.2
Drivers drive too fast on
1
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66.3
1
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66.3
1
.0
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66.3
1
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66.4
careful to make the vehicle
visable and leave too
quickly. If the vehicle isnt
the bus, dont know if they
are picking me up.
drivers are su[er caring, I
always feel so special
Drivers are usually polite
and friendly.
Drivers are very
accomodating and helpful.
Drivers are very caring and
careful
competent
rrouting and having to be 2
places at the same time
Drivers dont have proper
training and abuse my
wheelchair
freeways
Drivers go to the wrong
place to pick me up.
Drivers go too fast around
corners
drivers has been to Frank
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 88 Rea & Parker Research November, 2011 Drivers have alays been
1
.0
.0
66.4
drivers helpful and patient
1
.0
.0
66.4
drivers must understand
1
.0
.0
66.5
1
.0
.0
66.5
1
.0
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66.5
1
.0
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66.6
1
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66.6
1
.0
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66.7
1
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66.7
1
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66.7
1
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66.8
1
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66.8
1
.0
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66.8
1
.0
.0
66.9
curious.. Pick up time NOT
accurate. Long wait in cold
w/ handicapped person.
Long bus ride home for
handicapped person plus
wait on my end.
driections to my residence
Drivers need better
directions to my house
Drivers need to be more
helpful
Drivers need to be trained in
patience and courtesy
Drivers need to enforce
siabled seating
arrangements
Drivers need to know where
they are going
Drivers need to make sure
all passengers are fastened
in with seat belt
Drivers need to reduce
speed, this is not an Indy
500 race
Drivers on the #173 route
are very rude
Drivers sometimes miss
passengers they need to
pick up
Drop off time on way home
sometimes is too long.
Drop off too early
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 89 Rea & Parker Research November, 2011 Due to route cuts the client
1
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.0
66.9
Edwin Steward is deceased
1
.0
.0
66.9
Elizabeth and Barbara are
1
.0
.0
67.0
1
.0
.0
67.0
1
.0
.0
67.1
enjoy the service
1
.0
.0
67.1
Every bus should have a
1
.0
.0
67.1
1
.0
.0
67.2
everything is good
1
.0
.0
67.2
excellent
2
.1
.1
67.3
Excellent
1
.0
.0
67.3
excellent drivers
1
.0
.0
67.3
excellent service
2
.1
.1
67.4
Excellent service
2
.1
.1
67.5
Excellent service for those
1
.0
.0
67.5
1
.0
.0
67.6
cannot attend YMCA
because there are no more
evening routes
great on the phone
employees appearance
doesnt look pressed/
washed
employees are very polite
and effective, some are very
entertaining
GPS system. those that do
get where they are going
much faster.
Every driver has been
extremely nice! It's really
hard on me to spend a long
time on the bus dropping
others off. I'd like to know
the busiest times to avoid
them.
unable to use fixed route
bus service
Excellent service, Provide
precise time of pickup for
return home
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 90 Rea & Parker Research November, 2011 Excessive waiting time at
1
.0
.0
67.6
1
.0
.0
67.6
1
.0
.0
67.7
1
.0
.0
67.7
1
.0
.0
67.8
1
.0
.0
67.8
1
.0
.0
67.8
1
.0
.0
67.9
1
.0
.0
67.9
1
.0
.0
67.9
1
.0
.0
68.0
1
.0
.0
68.0
1
.0
.0
68.0
eligibility eval.
Expand OC service from
North Zipcodes going to
South please.
Explain curb to curb, door to
door.
Feels it is a very needed
service & was pleased when
needed to be able to use it.
Thank you.
few time when bus arrived
more than 2 hours late
Fibromalge prevents my
ability to wait for bus for
more than a half an hour
For saftey purposes all
drivers should exit the bus &
stand behind the purpose
entering the bus. These are
adults w/ challenges.
Frequently, the pickup to
delivery time is very lengthy
- sometimes as much as 2
hours.
From my experiencemost
drivers have been excellent
and caring. Your taxi
service has improved.
From time to time I've
phoned to tell ACCESS how
appreciative I am.
Generally works pretty well
with school and work
Gerd Brottbom cancel
please. He is death Dec.
2010.
get busses running on time
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 91 Rea & Parker Research November, 2011 get rid of the taxi cabs on
1
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.0
68.1
1
.0
.0
68.1
good job
1
.0
.0
68.2
Good job!
1
.0
.0
68.2
Good public services
1
.0
.0
68.2
good service
1
.0
.0
68.3
Good service
1
.0
.0
68.3
Good service and I'm very
1
.0
.0
68.3
1
.0
.0
68.4
great service
2
.1
.1
68.4
Great service
1
.0
.0
68.5
great service, didnt know
1
.0
.0
68.5
1
.0
.0
68.6
Great service! Thank you.
1
.0
.0
68.6
Great service.
1
.0
.0
68.6
handhold for wheelchair
1
.0
.0
68.7
happy to have the serice
1
.0
.0
68.7
Hard for elderly and disabled
1
.0
.0
68.7
Has trouble getting home
1
.0
.0
68.8
Have been stranded 3 times
1
.0
.0
68.8
1
.0
.0
68.9
1
.0
.0
68.9
1
.0
.0
68.9
Sunday
going into the van
backwards in dangerous
satisfied.
Gratefull for "Access",
concerened about losing
service
about taxi
Great service, I love it. I feel
very independent.
rider.
to wait so long for a ride
in last 6 months
have called for pickup the
next day and driver arrives
wrong day
Have more busses for
people who ride them all
over the area.
Have school pick up please
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 92 Rea & Parker Research November, 2011 Have to go to VA Hospital
1
.0
.0
69.0
1
.0
.0
69.0
1
.0
.0
69.0
1
.0
.0
69.1
1
.0
.0
69.1
1
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.0
69.1
1
.0
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69.2
1
.0
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69.2
1
.0
.0
69.3
How do I get coupons?
1
.0
.0
69.3
how do i get long distance
1
.0
.0
69.3
then to s.m., better if it was 2
hrs instead of 4.
have to to to the other zone
then that of my residence
and we get the reply on
reservation list "we don't go
in that zone - so in such
case, what we have to do?
Kindly explain on or below.
email
baanddadadood@yahoo.co
m THANKS Please explain
all our inquiries.
have to wait too long, does
not have a place to sit while
waiting
Having problems with taxis
charging them normal fees
and not Access fees
Having to wait outside in all
the weather with no place to
sit is hard for a hanidcapped
person
hire more people that speak,
read, write, and understand
American English.
honesty of driver, return
things found in and left in the
bus
Hope to hear from you
again.
how can I buy a bus pass by
going to the store?
services like to LA county
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 93 Rea & Parker Research November, 2011 I always expect a bus to pick
1
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.0
69.4
1
.0
.0
69.4
1
.0
.0
69.4
1
.0
.0
69.5
1
.0
.0
69.5
1
.0
.0
69.5
1
.0
.0
69.6
1
.0
.0
69.6
1
.0
.0
69.7
1
.0
.0
69.7
me up. The few times you
sent a taxi I missed it
because I wasn't looking for
a cab. Better communication
when there is a change.
i am 385 pounds, i was
turned down my ATS
because my wheel chair is
too big
I am 91 years old and hard
of hearing - when the bus
comes to take me back
home, if the driver look for
me an ask someone I
always sit in one spot, but
sometimes the driver leaves
without me.
I am a handicapped widow.
My only income is $688. a
month from SSA. I cannot
afford to be in a nursing
home so I live with my
daughter. Access cannot
pick me up there-please
help. 949-725-0754
i am always pleased with the
service
I am appreciateve of the
service, fee is good price,
drivers well trained
I am blind and the evening
service is dangerous
I am extremely grateful I can
use this ervice
I am glad to know 1-day
service is available
I am grateful ACCESS is
available to me.
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 94 Rea & Parker Research November, 2011 I am grateful this service is
1
.0
.0
69.7
1
.0
.0
69.8
i am happy to use Access
1
.0
.0
69.8
I am happy with the service
1
.0
.0
69.8
I am happy with the service.
1
.0
.0
69.9
I am happy you are here to
1
.0
.0
69.9
1
.0
.0
69.9
1
.0
.0
70.0
1
.0
.0
70.0
1
.0
.0
70.1
1
.0
.0
70.1
1
.0
.0
70.1
1
.0
.0
70.2
1
.0
.0
70.2
available to seniors. I wish
there could be notification
when the ride is going to be
late.
I am happy I can use this
service. I don not drive. I am
alone. My family is in
Denmark.
help me be more
independent. Thank you.
I am most gratful for your
services. You do good job
overall. A BIG Thank you!
I am not happy with the
same day taxi because the
drivers aren't polite and
sometime take up to an hour
to pick up.
i am not happy with this
service
I am satified with the service
at this time
I am satisfied with the
service
i am so glad I signed up for
access
i am so grateful for this
service
I am so grateful for this
service
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 95 Rea & Parker Research November, 2011 I am so thanful for this
1
.0
.0
70.2
1
.0
.0
70.3
1
.0
.0
70.3
I am thankful for access
1
.0
.0
70.4
I am very dissatisfied with
1
.0
.0
70.4
I am very grateful
1
.0
.0
70.4
I am very grateful for Access
1
.0
.0
70.5
1
.0
.0
70.5
1
.0
.0
70.5
1
.0
.0
70.6
1
.0
.0
70.6
service and I try not to take
advantage of it...using it
when I absolutely need to.
I am so thankful for this
service
I am terrified to ride on lift
facing forward (after being
required to enter the lift
backwards!!) all the drivers
are fantastic! Would love to
go to LA convention center. I
dearly want to go to the
Aquarium Long Beach.
the Access bus driver's
abilities to take direction. I
feel that I, the customer,
have not been
accomodated.
- they explain to me what I
need to do and how to get
what I need.
I am very grateful for
ACCESS and respect
evryone who helped me.
I am very grateful for this
service and even more so as
I gro older.
I am very grateful for this
service. Thank you!!!! Wish
could take me to my
residence in Long Beach
i am very happy I have
access and the drivers are
great.
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 96 Rea & Parker Research November, 2011 I am very happy with the
1
.0
.0
70.6
1
.0
.0
70.7
1
.0
.0
70.7
I am very satisfied
1
.0
.0
70.8
I am very satisfied and
1
.0
.0
70.8
1
.0
.0
70.8
1
.0
.0
70.9
1
.0
.0
70.9
1
.0
.0
70.9
1
.0
.0
71.0
1
.0
.0
71.0
1
.0
.0
71.0
1
.0
.0
71.1
service. I am legally blind.
I am very pleased with
ACCESS service. Your
drivers are (illegible word)
able and considerate.
I am very pleased with the
service and drivers.
grateful to have this service.
Drivers are excellent & very
courteous.
i am very satisfied from
access
I am very satisfied in all
manner of operation,
beginning with the staff!
I am very satisfied with the
service
I am very satisfied with the
service. Thank you all you
guys. god bless you all!
I am very satisfied with this
service
I am very satisfied with what
offers in transportation
I am very thankful for
Access services
I appreciate the service you
provide to get me to the VA
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 97 Rea & Parker Research November, 2011 I appreciate the service. I
1
.0
.0
71.1
1
.0
.0
71.2
1
.0
.0
71.2
1
.0
.0
71.2
I appreciate your service.
1
.0
.0
71.3
I appreciate your service.
1
.0
.0
71.3
1
.0
.0
71.3
1
.0
.0
71.4
1
.0
.0
71.4
1
.0
.0
71.4
1
.0
.0
71.5
am unable to transfer from
my scooter. Some drivers
are fine with this, others call
a supervisor to check the tie
downs which makes me late
for appointments. I ride the
access 3 times a week.
Please help drivers to know
that some scooter riders are
fine with staying on.
I appreciate this service
greatly!
i appreciate this service very
much
I appreciate this service
when I need it. I use the
fixed route bus on a more
regular basis.
Thank you for doing what
you do.
I can only let you know when
you (illegible)
I can't imagine doing without
this service, drove for 80
years, lost my license.
I cancelled once and the
driver showed up anyways,
another time driver never
showed up
I cannot get on the bus
without the help of a lift.
I cannot walk to a bus stop!
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 98 Rea & Parker Research November, 2011 i cant use access to go to
1
.0
.0
71.5
1
.0
.0
71.6
1
.0
.0
71.6
1
.0
.0
71.6
1
.0
.0
71.7
1
.0
.0
71.7
1
.0
.0
71.7
1
.0
.0
71.8
1
.0
.0
71.8
1
.0
.0
71.9
Wilshire campus. They dont
send any doctor stuff to sign
papers
I completely rely on Access
or my doctor appointments
and am grateful this service
exists!
I couldnt see my husband
without this service
i depend on access for
medical appointments
I did not have to wait so long
I would use it more often
I do not understand why if I
request to be at a location at
a certain time why must I get
there an hour before the
time I requested.
I do not use a computer.
Using the phone I can make
my own reservations.
I don't have a cell phone. I
have the store call for the
same day taxi. If the taxi
doesn't pick me up, I can go
inside the store to call again
because if taxi comes, I will
miss the cab.
I don't like taxi Sundays
worried about taxi safety.
I don't like the hour wait
when I'm picking up
medicine from doctors.
Same day taxi's-there's a
long wait over 30 min for
pickup I've waited 1 hr +
more.
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 99 Rea & Parker Research November, 2011 I dont know if I meet the
1
.0
.0
71.9
1
.0
.0
71.9
1
.0
.0
72.0
1
.0
.0
72.0
I feel safe with Access
1
.0
.0
72.0
i feel safer in a bus than a
1
.0
.0
72.1
1
.0
.0
72.1
1
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.0
72.1
1
.0
.0
72.2
1
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.0
72.2
1
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.0
72.3
requirements for the fixed
routes program
I dont like getting to my
doctors appointment an hour
early
I enjoy taking Access, it
makes thing much easier
I feel a 5 min wait time is
very short especially on a
pick up from the doctor.
taxi
I feel stuck at home on
Sundays
I feel very fortunate to have
this
I find the buses themselves
to be rough riding. They
make me motion sick if I ride
any distance. This is NOT
the drivers fault-it's the
buses.
I get to my appointments
way too early &amp; have to
wait a long time to be picked
up. I understand it is a
shared-ride program so dont
tell me thats the reason.
I get very upset when I have
plans to go to work or dinner
and the bus is over an hour
late. Please Help.
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 100 Rea & Parker Research November, 2011 I give two hours when I go to
1
.0
.0
72.3
1
.0
.0
72.3
1
.0
.0
72.4
1
.0
.0
72.4
1
.0
.0
72.4
the doctor for you to pick me
up. But some time I get out
of the doctor ofice in a half
hour and I have to wait 1 1/2
hours to be pick up.
I had 2 sad experience, one
I am supposed to be picked
up at Anaheim Memorial
Hosp at La Palma at 11 am,
but it showed up at 1:10 pm.
Second, I am to be picked
up 11:30 am at my home, it
does not come, I called the
phone staff said in 10 min it
will come. But until 1:30 pm
it does not show up. So I
went back to my room at
2:00 pm. A driver called, he
said he was at Buena mall
waiting for me. I told him I
am to be picked up at my
home, going to Buena Park
Mall.
I had a 9 am drs. appt: The
bus was to pick me up at 6
am. I had to get up at 3 am
to be on the street corner by
5:30 am in case bus was
early. I was worn out by the
time I got to drs. office by 9.
I had the pleasure of having
excellent and courteous
drivers.
I have a perminent
subscription on Sundays to
church and sometimes they
get me there late.
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 101 Rea & Parker Research November, 2011 I have been forgotten about,
1
.0
.0
72.5
1
.0
.0
72.5
1
.0
.0
72.5
1
.0
.0
72.6
1
.0
.0
72.6
1
.0
.0
72.7
1
.0
.0
72.7
1
.0
.0
72.7
waited up to 3 hours
I have been thrilled with
entire ACCESS program.
Everyone has been very
helpful & friendly. Many
many thanks!!
I have had to make several
complaints in the last few
weeks. Please check them &
handle them properly.
I have interesting and
disgusting experiences
regarding my day to day
travel using either $2.70 or
$3.00 for taxi/van. In short,
however, kudos to Access
services for their support
services to the public.
I have met people who ask
about access and I give
them the phone number.
I have only had two bad
experiences but all was well
before I got home!
I have only tried the Access
3 times. I was very pleased,
but it is hard to get used to
the waiting on both ends
comin and going, but I'm
sure I'll become more
confident as time goes on.
I have some very good and
helpful drivers
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 102 Rea & Parker Research November, 2011 I have spoken to you
1
.0
.0
72.8
1
.0
.0
72.8
1
.0
.0
72.8
1
.0
.0
72.9
1
.0
.0
72.9
1
.0
.0
73.0
1
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.0
73.0
supervisors many times
about problems with same
day taxi services they do
absolutely nothing and never
follow up complaints with
yellow cab.
I have to wait a long time
after I saw the dr for ACTA
to pick me up.
I have to walk a block to get
the Access service because
my house is not in the
service area. So I have to
walk to the nearest grocery
stores (Ralphs) that is just a
block away. My house is
NOT in Access service
database and this becomes
a major inconvenience
I have trouble with stairs
sometimes. Drivers most are
helpful & polite.
I have used it, because my
family have take to Doctor.
Love close thing need
Access too. Need your need
ACCESS more often.
I have used the taxi service
which is a much smoother
ride that the bus which
bounces and hurts my spine
and tires me more than the
cab.
I have waited up to three
hours for a ride. For the
past year Access has harldy
ever picked me up on time.
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 103 Rea & Parker Research November, 2011 I havent used this service for
2
.1
.1
73.1
1
.0
.0
73.1
1
.0
.0
73.1
1
.0
.0
73.2
1
.0
.0
73.2
I like Access
1
.0
.0
73.2
I like Access transportation
1
.0
.0
73.3
1
.0
.0
73.3
1
.0
.0
73.4
1
.0
.0
73.4
1
.0
.0
73.4
I like you
1
.0
.0
73.5
i love access
1
.0
.0
73.5
I love access and the bus
1
.0
.0
73.5
i love access!
1
.0
.0
73.6
I love the service. It kept me
1
.0
.0
73.6
1
.0
.0
73.6
a while, but when I did, the
service was excellent.
I hope and pray you keep
your help, they are great
I hope on time performance
will improve
I hope service will not be
stopped due to budget cuts
I hpoe the windows are
closed when driving, I am
allergic from the drafts
and taxi service. I am
disabled, broke my hip 2007.
i like it when the drivers call
me to tell me they have
arrived
I like it. They are on time
and very helpful.
I like to know if I'm eligible
for same day taxi service
I like when the driver
advises the number of
pickups & dropoffs to expect
drivers, not so fond of the
taxi drivers
from loosing my job when I
lost my driving priveleges
due to eyesight.
i love this service and the
taxi
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 104 Rea & Parker Research November, 2011 i love your service
1
.0
.0
73.7
I love your services
1
.0
.0
73.7
I may need more access
1
.0
.0
73.8
1
.0
.0
73.8
I need night service
1
.0
.0
73.8
I need some new tickets
1
.0
.0
73.9
1
.0
.0
73.9
1
.0
.0
73.9
1
.0
.0
74.0
1
.0
.0
74.0
1
.0
.0
74.0
1
.0
.0
74.1
1
.0
.0
74.1
1
.0
.0
74.2
service in the future.
I moved recently to Apt D-3
@ 2856, West Lincoln Ave.,
Anaheim, CA 92801
send and let me know how
much.
I need someone to call me,
Yes, between 11am and
1pm. 714-839-7801. It's
very important. Thank you.
I need to go to SPA daily, I
just can't afford it. On
disability not enough money
I'm out of money by 15 of
months, I either eat or go to
SPA.
I need to have better
direction for my location part with my information.
I never experienced a more
efficient, courteous, and
satisfying service than the
OCTA access service
I often do not get to my
appts on time. Too much
time on the bus. 2 hrs is too
long.
I only use Access if I go
outside Newport Beach
i plan to use access more
often
I prefer a Filipino driver for
easy communication. thanks
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 105 Rea & Parker Research November, 2011 I prefer busses to taxis, I feel
1
.0
.0
74.2
1
.0
.0
74.2
1
.0
.0
74.3
1
.0
.0
74.3
1
.0
.0
74.3
1
.0
.0
74.4
1
.0
.0
74.4
1
.0
.0
74.5
1
.0
.0
74.5
1
.0
.0
74.5
1
.0
.0
74.6
safer for some reason.
Thank you very much for
providing ACCESS service!
I prefer dial a ride taxi
service
i prefer to speak to a live
representative
I really appreciate access. I
don't know how I would even
keep doctor appointments
without it. It is wonderful.
THANK YOU
I really like having the
service available
I realy like to learn to use the
access bus. to learn all the
bus route in orange county
I suggest you ask questions
about scheduling
I take ACCESS only to my
daughter's hous in Mission
Viejo. ACCESS no longer
serves that destination
except on Saturdays. I
cannot use ACCESS on
holidays for family
gatherings.
I take minimum benefit from
this service, taxi cab service
did not respond properly
I take the regular bus when I
can so I can make room for
more disabled and elderely
than me. I take Access
when I need it.
I thank God for the bus and
for the drivers who are so
kind.
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 106 Rea & Parker Research November, 2011 I think it is very good for us
1
.0
.0
74.6
1
.0
.0
74.6
i think its a great service
1
.0
.0
74.7
i think its great
1
.0
.0
74.7
I think you should be
1
.0
.0
74.7
I think you're great
1
.0
.0
74.8
I tried to use it once and was
1
.0
.0
74.8
1
.0
.0
74.9
1
.0
.0
74.9
1
.0
.0
74.9
1
.0
.0
75.0
1
.0
.0
75.0
1
.0
.0
75.0
to have ACCESS
Transportation services. I
really appreciate and enjoy it
very much.
I think it's wonderful we have
this service.
penelized the same as us for
being early and late,
example, no cost!
told that not all same day
were w/c accessible
i truly love access it is a
blessing
I use a walking cane or
wheelchair
I use sometimes ACCESS
and I am very satisfied.
I usually have to limit the
groceries I need to fitin my
walker. Having to shop
twice a week to get all I
need costs me $5.40 a
week.
i waited over an hour for
same day taxi, very
dissatisfied with service
I was late for the class by 1
1/2 hours, due to the driver
going around to drop people.
When I got to the class,
class was over. It was
terrible!
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 107 Rea & Parker Research November, 2011 I will not be using much
1
.0
.0
75.1
1
.0
.0
75.1
1
.0
.0
75.1
1
.0
.0
75.2
1
.0
.0
75.2
1
.0
.0
75.3
1
.0
.0
75.3
1
.0
.0
75.3
1
.0
.0
75.4
1
.0
.0
75.4
1
.0
.0
75.4
1
.0
.0
75.5
1
.0
.0
75.5
because I walk 100 feed
with walker or crutch
I will use Access more if my
health plan changes
I wish LA Access would be
more like OCTA Access
I wish O.C.T.A Access used
a call out number to alert us
when bus is arriving.jBigger
discounts to use Metrolink?
I wish the drivers were the
same for the week.
I wish the service was more
dependable. It feels like no
one cares if the bus is over
an hour and a half late.
I would be lost without this
service - thank you so much
for caring.
i would like for them to pick
me up on Sunday
I would like info on redused
fare.
I would like more information
on the same day taxi service
ie availability and cost.
Thanks.
I would like more Spanish
speaking drivers.
I would like the bus driver to
talk to me during time I'm
riding.
I would like the phone reps
to be better trained some of
them don't know how to o
their job.
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 108 Rea & Parker Research November, 2011 I would like to be able to use
1
.0
.0
75.5
1
.0
.0
75.6
1
.0
.0
75.6
1
.0
.0
75.7
1
.0
.0
75.7
1
.0
.0
75.7
1
.0
.0
75.8
1
.0
.0
75.8
1
.0
.0
75.8
1
.0
.0
75.9
1
.0
.0
75.9
ACCESS on Saturdays &
Sundays - not available in
my neighborhood now.
I would like to be informed
when you are going to be
late.
i would like to be picked up
closer to my desired time
I would like to go to my
daughters house in brea
from mine in La habra
I would like to have a yellow
Access ID pass so I could
ride to regular bus for $0.25.
I would like to have logo
signs at my apartment
complex it's too big so that
Access stops here.
I would like to have service
go farder to the Long Beach
destination.
I would like to know if
ACCESS go to Los
Angeles? And ho much if
sometimes I do need to go
to my family.
I would like to know if there
is any service that goes out
to Palm Springs
i would like to picked up on
time after the doctors
I would like to see the
minivan drivers have better
knowledge on how to help
with the seat belts.
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 109 Rea & Parker Research November, 2011 I would like to tell you how
1
.0
.0
76.0
1
.0
.0
76.0
1
.0
.0
76.0
1
.0
.0
76.1
1
.0
.0
76.1
1
.0
.0
76.1
1
.0
.0
76.2
1
.0
.0
76.2
1
.0
.0
76.2
I'm very happy with Access
1
.0
.0
76.3
I'm very satisfied with the
1
.0
.0
76.3
1
.0
.0
76.4
much that I can use this bus,
I can't get on a regular bus.
Disabled!
I would like to thank
everyone for helping me with
the transportation, I really
appreciate your service.
Best regards.
I'm dependent, pleased and
appreciate your service very
much.
I'm glad of your service as
due to my walking I can
have bus pick me up at my
apartment door.
I'm grateful you're there,
even though I don't use the
service often.
I'm greatful for this wonderful
service and drivers
I'm so appreciative of this
service; so are my family
members.
I'm so grateful to have
ACCESS - Thank you so
much!
I'm very happy and satisfied
each time I used Access
transportation service.
Access bus but not taxi
service.
I'm very thankful having you
guys as my drivers. Thank
you very much!
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 110 Rea & Parker Research November, 2011 I've always been satisfied
1
.0
.0
76.4
1
.0
.0
76.4
if I can get a discount?
1
.0
.0
76.5
If I had more money I would
1
.0
.0
76.5
1
.0
.0
76.5
1
.0
.0
76.6
1
.0
.0
76.6
1
.0
.0
76.6
1
.0
.0
76.7
1
.0
.0
76.7
1
.0
.0
76.8
1
.0
.0
76.8
1
.0
.0
76.8
and content - until March 27,
2011 when I had this very
rude driver.
I've had good services with
my drivers.
use it more
If im not in the lobby please
ask person at the desk to
call me
if more than 30 minutes late
please call the rider
If not for Access shopping &
drs., etc., would be more
difficult. Thank you for the
help.
if possible for short distance
taxi service
If taxi travel with Access
customer please let them
know what they are to
charge us. If we know by
phone.
If the Acess bus goes to
other city's for drs. appt
If we are eligible for same
day taxi service (my
husband is wheelchair
bound). Times of service
(hours).
If you could make it $1.70 a
trip instead of $2.70 it would
make it much more usable
for me. Thank you.
ill use more when Im unable
to drive
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 111 Rea & Parker Research November, 2011 Im glad to be able to use it.
1
.0
.0
76.9
Improved timing
1
.0
.0
76.9
1
.0
.0
76.9
1
.0
.0
77.0
1
.0
.0
77.0
1
.0
.0
77.0
1
.0
.0
77.1
is ok
1
.0
.0
77.1
Is there a limit to amount of
1
.0
.0
77.2
1
.0
.0
77.2
1
.0
.0
77.2
coordination
interested in learning more
about same day services
Is any way to reduce the
fair?
Is it possible to allow 4
shopping bags instead of
just 2 and charge extra
coupon for the other 2 bags?
Sometimes I have a 9 roll of
bathroom tissue & 2 boxes
of kleenex which takes 2
bags, it only leaves me (bag
to carry orange juice, milk,
eggs, bread, meat, produce,
canned goods, and other
misc., which isn't enough
room. Think about it and
thank you for your decision.
Is it possible to book
transportation on the same
day that I need it??
Is it possible to expand the
same day access taxi to
longer hours (til 7/8pm).
Distance/ 5 miles @ 2.70
rather than 3 miles.
bags you can take on
board?
It feels safe to be picked up
at your home, then to walk
to a bus stop.
It has been a great help to
us. Thank ACCESS for the
service.
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 112 Rea & Parker Research November, 2011 it is a good program for the
1
.0
.0
77.3
It is a great service
1
.0
.0
77.3
It is a great service and very
1
.0
.0
77.3
1
.0
.0
77.4
1
.0
.0
77.4
1
.0
.0
77.5
1
.0
.0
77.5
1
.0
.0
77.5
1
.0
.0
77.6
1
.0
.0
77.6
people do not drive and has
problems in walking or
getting around
vital to many diabled
consumers.
It is a wonderful service to
help persons who are in
need.
It is a wonderful service.
Every single driver without
exception is friendly,
courteous, kind, and helpful.
It is a great pleasure for me
to be able to use it and it
would be very difficult to
manage without it. I am very
grateful.
It is an excellent service.
Thank you
It is frustrating when
dispatchers don't allow
"easy" changes (5 min) to
pick up or discharge under
unforeseen circumstances.
It would be better if your
service included the Los
Angeles area or linked
together with L.A. area.
It would be helpful if drivers
could notify riders of arrival
as some can't see street
from residence
it would be much less
stressful if we could be
notified is later than
scheduled
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 113 Rea & Parker Research November, 2011 It's a terrific service
1
.0
.0
77.6
It's great. I am comfortable
1
.0
.0
77.7
its a blessing
1
.0
.0
77.7
Its a fantastic service and I
1
.0
.0
77.7
its a godsent...
1
.0
.0
77.8
Its a great service thank you
1
.0
.0
77.8
Its a wonderful service
1
.0
.0
77.9
Its the bargain of the century
1
.0
.0
77.9
its wonderful
1
.0
.0
77.9
Jack Wolkoys is deceased.
1
.0
.0
78.0
1
.0
.0
78.0
1
.0
.0
78.0
1
.0
.0
78.1
1
.0
.0
78.1
1
.0
.0
78.1
knowing my dad is in good
hands. A bit more flexibility
using system is desired &
the senior center used to
give my dad tickets, now he
has to pay, but overall it is
worth it. THANK YOU!
am grateful. The drivers are
pleasent and courteous.
Thank you for your service
during his needed service.
God Bless You. Jack was
very happy with your
service.
Keep Access Service on
Sunday.
Kind of hard to negotiate
times when on request, the
American Leg. vans need to
be inspected regularly for
safety & cleanlinees
Last two reservations - no
one showed up.
Late pick up caused to miss
appointments
late pick up causes me to
miss appointments
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 114 Rea & Parker Research November, 2011 Late to appointments,
1
.0
.0
78.2
Like a faster return trip home
1
.0
.0
78.2
Like to be picked up at the
1
.0
.0
78.3
1
.0
.0
78.3
likes the buses
1
.0
.0
78.3
Likes the drivers for their
1
.0
.0
78.4
drivers drive very rough, wait
too long to go home
time I request
Like to be picked up same
place I was dropped off
patience and smiles
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 115 Rea & Parker Research November, 2011 Living near the farthest point
1
.0
.0
78.4
of South County, I am
usually the first picked up
and last dropped off. I truly
appreciate Access as it is a
godsend for me. I have NO
other transportation options.
I can use the $.25 ride for
short trips (with no transfer getting up/down steps is a
major problem for me). My
greates problem with Access
involves scheduling. I
normally arrive 1-2 1/2 hours
before scheduled
appointment ... even when
taking an Access taxi. If I go
to a doctor, I'm often seen
early due to my early arrival
... forced by Access. Yet, I
have the one hour from
appointment time to deal
with &amp; when you call
Access to inquire if an
earlier ride is available, the
answer is always NO.
Example: Last month I took
Access to a doctors
appointment (approximately
6 miles from my home). I
had a mid-day appointment
(I think 1PM). Access
dropped me off before 11AM
(again a 6 mile ride). The
doctor had a cancellation
&amp; saw me within 15
minutes. I called Access but
was told no earlier return
was available. My scheduled
time was something like
2:30-3PM. Access picked
2011 ACCESS Customer Satisfaction Survey Report me up at 4:43PM. Now, this
Orange County Transportation Authority extreme is not typical but
getting me to appointments
1-2 hours early is typical.
116 Rea & Parker Research November, 2011 Love the services, vans
1
.0
.0
78.4
lower rates
1
.0
.0
78.5
Lower waiting time to 15
1
.0
.0
78.5
1
.0
.0
78.6
Make shorter routes
1
.0
.0
78.6
many of the drivers do not
1
.0
.0
78.6
1
.0
.0
78.7
1
.0
.0
78.7
1
.0
.0
78.7
1
.0
.0
78.8
more direct route
1
.0
.0
78.8
more info on 25 cent fares
1
.0
.0
78.8
more info on same day
1
.0
.0
78.9
more info on same day taxi
1
.0
.0
78.9
more information on 25 cent
1
.0
.0
79.0
1
.0
.0
79.0
1
.0
.0
79.0
always clean, drivers
respectful
minutes.
make pickup withdrawal time
10 minutes
speak and understand
English. Jump seats very
uncomfortable. Steps too
high and narrow.
many times busses come
too early
Many times I have to
reschedule because I arrive
too early and is unsafe for
me to wait without my aide
Maybe a monthly flyer for
coustomer updates by mail
Mesa Verde Convalescent
has not had bus service
since Jan.
service
fare
more information on taxi
services
More professional ethics
from Access providers,
background checks on white
vans drivers.
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 117 Rea & Parker Research November, 2011 More reasonable timing.
1
.0
.0
79.1
1
.0
.0
79.1
1
.0
.0
79.1
1
.0
.0
79.2
1
.0
.0
79.2
most drivers are ehlpful
1
.0
.0
79.2
Most drivers are nice some
1
.0
.0
79.3
1
.0
.0
79.3
1
.0
.0
79.4
1
.0
.0
79.4
1
.0
.0
79.4
1
.0
.0
79.5
Schedule and pick up are
terrible.
More territory travel past the
VA hospital
More than on stop on same
trip for same price. Thank
you.
Most ACCESS drivers are
very courteous & helpful.
Most drivers are courteous,
some are very disrespectful
are not nice; they seem to
be more concerned with
staying on schedule.
most of the dirvers are very
pleasent but there it always
on ebad apple
most of the drivers are
friendly and helpful
Most of the drivers are
friendly and on time.
Sometimes we have very
late pick-ups that result in
longer bus rides greater than
90 mins., longest 125 min.
When p/u times are changed
-NO notification is given
Most of the male drivers do
not get up to assist getting
on and off the bus
Most of the time I am invited
to my relatives, but no ride
during the evening so I
cannot go.
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 118 Rea & Parker Research November, 2011 Most of your drivers are very
1
.0
.0
79.5
1
.0
.0
79.5
1
.0
.0
79.6
1
.0
.0
79.6
1
.0
.0
79.6
1
.0
.0
79.7
1
.0
.0
79.7
1
.0
.0
79.8
1
.0
.0
79.8
1
.0
.0
79.8
1
.0
.0
79.9
kind, courteous, and helpful.
Most phone staffs are nice,
but some of them are rude
and unprofessional. Also I
strongly would like to have
online reservation system.
Most recent return trip
window (11-1130) was late
(1145). Then after driver
took a round-about route,
arrived home at 12:45.
Most taxi drivers are rude
and smelly
Most taxis are to low for me,
no hand room
moving to Riverside, need
info on Dial A Ride
My daughter has used
Access for 19 years, I am
very impressed with it.
My doctors tell me I will not
be able to drive my
automobile, I will need this
great service
My first use of a taxi, the had
me fill out a form to collect
from OCTA. At the end of
my trip; the driver collected
the meter fare also.
My grateful appreciation for
this service.
My husband and I are both
Access customers and we
are happy of your
transportation services for
we are both disabled.
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 119 Rea & Parker Research November, 2011 My husband won't be using
1
.0
.0
79.9
1
.0
.0
79.9
1
.0
.0
80.0
1
.0
.0
80.0
1
.0
.0
80.1
My return ride is always late.
1
.0
.0
80.1
My use is intermittant -
1
.0
.0
80.1
1
.0
.0
80.2
1
.0
.0
80.2
My wife is disabled
1
.0
.0
80.2
N/A
1
.0
.0
80.3
Need a card (plastic) or I.D.
1
.0
.0
80.3
Access anymore because
he is unable to go anywhere
without caregivers everyday.
My only complaint is the
drivers sometimes are 45
min to 1 hour late outside
the window.
My only complaint was the
time I waited after a night
church service when I called
for earlier pickup because
the lecture ended early. The
Church closed, dark, heavy
rain.
My record should read Ma.
Isabel Villa not "Maria" Villa.
my regular driver is very
good
depending on doctor
appointments, etc.
my very limited experience
has been satisfactory
My wife and I are both
Access customers and we
are thankful that your
transportation services have
helped a lot of disabled
customers. We are both
disabled.
or phone number if possible
(sometimes forget number).
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 120 Rea & Parker Research November, 2011 Need assistance to door of
1
.0
.0
80.3
need info on 25 cent fares
1
.0
.0
80.4
need info on same day taxi
3
.1
.1
80.5
need more bus services for
1
.0
.0
80.5
1
.0
.0
80.6
need more info on services
1
.0
.0
80.6
Need more phone
1
.0
.0
80.6
need the lift with a walker
1
.0
.0
80.7
need the lost and found
1
.0
.0
80.7
1
.0
.0
80.7
1
.0
.0
80.8
1
.0
.0
80.8
1
.0
.0
80.9
1
.0
.0
80.9
needs more info
1
.0
.0
80.9
Needs service on saturday
1
.0
.0
81.0
beauty school
church
Need more info for taxi
service and same day
service
representatives. Sometimes
I wait 5 minutes for my call
to be answered. All your
busses need new shocks.
number
need to be on time within the
window
Need to improve cst. dest.
verification not improve
response time for pickups &
need to have supervisor
follow up in timely manner
Needs better service to
Westminister mall
Needs improvment on pickup time
Needs info if he can ride to
church on Sundays to lake
Forest, wants info (310) 5989585
and sunday from palmdale
to olive view hospital
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 121 Rea & Parker Research November, 2011 Never gets a late call.
1
.0
.0
81.0
no
2
.1
.1
81.1
No
11
.4
.4
81.5
No comment
1
.0
.0
81.5
No keep up the good
1
.0
.0
81.6
No not right now.
1
.0
.0
81.6
no problem being picked up,
1
.0
.0
81.6
1
.0
.0
81.7
No thanks
1
.0
.0
81.7
No, but thank you for your
1
.0
.0
81.7
No, I'm very satisfied.
1
.0
.0
81.8
No, over all very good.
1
.0
.0
81.8
NO!!!
1
.0
.0
81.8
No.
6
.2
.2
82.1
No. Everything is great,
1
.0
.0
82.1
No. Not at this time.
1
.0
.0
82.1
none
1
.0
.0
82.2
None
4
.1
.1
82.3
None at this time
1
.0
.0
82.4
None- satisfied with the
1
.0
.0
82.4
None.
3
.1
.1
82.5
Not at this time
1
.0
.0
82.5
Not at this time.
1
.0
.0
82.6
not available on the
1
.0
.0
82.6
Return home is always 2
hours late. Other delays
services. Good job. Thank
you.
but i have problems with my
return trip
No problem with service,
drivers very friendly! :)
services
service, etc. I can't drive so I
really appreciate your
service.
service
weekends to Aliso Viejo
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 122 Rea & Parker Research November, 2011 Not to happy with places
1
.0
.0
82.7
1
.0
.0
82.7
note attached*
1
.0
.0
82.7
notify customers when
1
.0
.0
82.8
1
.0
.0
82.8
1
.0
.0
82.8
OCTA is very convenient
1
.0
.0
82.9
OCTA provides great
1
.0
.0
82.9
1
.0
.0
82.9
1
.0
.0
83.0
1
.0
.0
83.0
1
.0
.0
83.1
1
.0
.0
83.1
and service thank you.
Not too much complaints sometime they drive too fast
on freeways!
drivers are late. Why
customers must get on
backwards not frowards.
Object to changing pickup
time last minute
Observed juan being placed
on the ramp without brakes
until he made his way
around the lower lift.
service
Often late, driver should call
and inform when running
late
On for May 24 to ride with
{illegible word} to show her
how...COMPLAINT ABOUT
DRIVER
once my driver talked in
Arabic the entire ride on the
phone. Another time a
provate van was filthy and
stinky
One bad driver 4 months
ago.
One day a taxi acted like he
was not from Access,
wanted to charge me a
higher rate
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 123 Rea & Parker Research November, 2011 one of the riders yells and
1
.0
.0
83.1
1
.0
.0
83.2
1
.0
.0
83.2
1
.0
.0
83.2
1
.0
.0
83.3
1
.0
.0
83.3
1
.0
.0
83.3
1
.0
.0
83.4
1
.0
.0
83.4
screams on the bus alot.
One time did not get picked
up for the appt. 2nd time did
not get picked up from dr.
NOT fun to be waiting and
waiting.
One time I saw my Access
bus leaving and I couldn't
walk fast enough down
Orange Ave. I called and the
same driver came back to
pick me up. I was still
considered a "no show."
One time one way - taxi
smelled! Driver kept all
windows open! Like a
hurricane in taxi, bad trip,
301 Bastenshury to home
W. Coolidge
One very badly trained First
Day Driver was "lost" for
over 2 hours with my son on
the vehicle!
Online reservations are so
needed! Also, people should
have 3 same day cabs a
year which cost only $2.70
for the trip. Things happen,
shouldn't have to waste a
fortune when they do!
online reservations would be
great! it is difficult to
remeber to call during office
hours
Online reservations would
be very helpful
only thanks
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 124 Rea & Parker Research November, 2011 Only transit I have to see my
1
.0
.0
83.5
1
.0
.0
83.5
overall Access is good
1
.0
.0
83.5
Overall experience is A+ -
1
.0
.0
83.6
1
.0
.0
83.6
1
.0
.0
83.6
1
.0
.0
83.7
1
.0
.0
83.7
Paying regular cab fares
1
.0
.0
83.7
people eat onthe bus, leave
1
.0
.0
83.8
phone people are helpful
1
.0
.0
83.8
Pick me up way too early
1
.0
.0
83.9
Pick up and begining of the
1
.0
.0
83.9
1
.0
.0
83.9
pick up is too early
1
.0
.0
84.0
Pick up is usually on time,
1
.0
.0
84.0
relatives
Only use the service 2-3
weeks.
really like idea of online
booking.
Overall we are very satisfied
with the Access service.
Only once returning from the
John Wayne Airport with a
guest, our return trip
seemed unusually long. We
did not arrive home until
9:45 pm.
Overall, ACCESS service is
very good. I think it would be
impossible to be perfect.
Overall, I'm satisfied with the
service. Thank you.
patients are very tired after
appointments, and are
forced to wait for bus
a mess
half hour and not end
pick up and return wait times
should be adheared to
the afternoon usually arrives
at the end of the window
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 125 Rea & Parker Research November, 2011 Pick up time - too early.
1
.0
.0
84.0
1
.0
.0
84.1
1
.0
.0
84.1
1
.0
.0
84.2
1
.0
.0
84.2
picks me up too early
1
.0
.0
84.2
Picks up too early
1
.0
.0
84.3
Plan to use more often
1
.0
.0
84.3
Please add more phone line.
1
.0
.0
84.3
please adress me by my full
1
.0
.0
84.4
1
.0
.0
84.4
1
.0
.0
84.4
1
.0
.0
84.5
1
.0
.0
84.5
1
.0
.0
84.6
1
.0
.0
84.6
1
.0
.0
84.6
Back home - very late.
Pick up times 45 minutes to
an hour after i want to be
picked up
pick up times have been
very late
Pick up too early, drop off
too late
Pick up trip is late, not
leaving enough time
beforemy pick up time
name
Please advise when pick up
time changes
Please ask the drivers to
NOT put their things on the
seat behind them!! That seat
is for your customers, not a
shelf for the drivers!!!!
Please be advised that line
29 on Berch blvd gets
crowded in the afternoon
please call if will not meet
the 30 minute window
Please call me - you have
my phone #.
Please contact customers
when bus is near the pick up
point to shorten waiting
times outside
Please contact if later than
the 30 minute window
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 126 Rea & Parker Research November, 2011 Please do not eliminate
1
.0
.0
84.7
1
.0
.0
84.7
1
.0
.0
84.7
1
.0
.0
84.8
1
.0
.0
84.8
1
.0
.0
84.8
1
.0
.0
84.9
1
.0
.0
84.9
1
.0
.0
85.0
1
.0
.0
85.0
1
.0
.0
85.0
1
.0
.0
85.1
1
.0
.0
85.1
Access
please dont change drivers
routes
please get ride of taxis,
never have had a good
experience
please give details on same
day taxi
Please inform the drivers
that when riding in the back
of the bus in a wheelchair
the driver needs to slow
down over bumps, dips,
railroad etc. Bumps are
more excessive in the rear.
Please let me know when
driver will be late
please make service more
efficient
Please not come too early of
the time I book and please
wait for 5 minutes. Thank
you very much for your kind
consideration. May God
bless you.
Please pick up at front of
building and not the back
please provide literature and
training in Spanish
please provide more info on
same day service
PLEASE SEE ATTACHED
NOTE ON SURVEY
PLEASE SEE
ATTATCHEMENT TO
SURVEY
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 127 Rea & Parker Research November, 2011 Please send info for .25 cent
1
.0
.0
85.1
1
.0
.0
85.2
1
.0
.0
85.2
1
.0
.0
85.2
1
.0
.0
85.3
1
.0
.0
85.3
1
.0
.0
85.4
prefer bus over taxi
1
.0
.0
85.4
Prefers buses to cabs
1
.0
.0
85.4
Prefers same bus drivers,
1
.0
.0
85.5
1
.0
.0
85.5
1
.0
.0
85.5
1
.0
.0
85.6
1
.0
.0
85.6
1
.0
.0
85.7
1
.0
.0
85.7
1
.0
.0
85.7
fixed route offer
please send more info on
same day taxi service
Please send my mail to PO
box 4106, Irvine, CA 92616
Please shorten the 6 mile
route, takes 1.5 to 2 hours
sometimes
please tell drivers not to
arrive 30 minutes early and
come to the door
Please train drivers to
operate van while reading a
map
Positive experience. Good
drivers and clean vehicles.
consistent pick up and drop
off times
Problem with pick up
location
provide proper training to
operate the GPS
Provide us Access for other
counties and night services.
Re: Question #6: AM trips
are always on time, PM pick
ups are very erratic.
really appreciate the
wonderful service
Recently a pick up waited 30
mins for a customer. Some
taxis do not use or have seat
belt, scooter does not fit taxi.
Recomends to others
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 128 Rea & Parker Research November, 2011 registration staff is not
1
.0
.0
85.8
1
.0
.0
85.8
1
.0
.0
85.8
1
.0
.0
85.9
1
.0
.0
85.9
1
.0
.0
85.9
1
.0
.0
86.0
restore Saturday service
1
.0
.0
86.0
Return service takes too
1
.0
.0
86.1
1
.0
.0
86.1
.0
.0
86.1
satisfactory, they screwed
up all but 2 of my trips
REGULAR BUSSES NEED
IMPROVED LOADING
&amp; RAMPS [MORE
ROOM] TOO STEEP
LOADING EXPECIALLY IN
LAGUNA CANYON..I WAS
DUMPED OFF OF A STEEP
RAMP UPSIDE DOWN ON
MY HEAD BY THE 89BUS
AND TAKEN TO THE
HOSPITAL WITH INJURIES
[I HAVE RECORDS] &amp;
POLICE &amp;
EMERGENCY CREW
WINESSES
Regular OCTA: lack of trash
containers and benches at
certain stops
Regularly late, night travel is
dangerous
remove James Tamburro
from your list, he died 3-9-11
# 76533
Request a phone call when
bus is early or late. 5 minute
wait time is too short!!!
Resolves the telephone wait
time at reservation.
Minimize 30 minute window.
Increase dependability.
long
return trip should not last
more than a hour
Return trips are problematic
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 1
129 Rea & Parker Research November, 2011 riders on seats for elderly or
1
.0
.0
86.2
1
.0
.0
86.2
Round trip time is terrible
1
.0
.0
86.2
Routing on some trips has
1
.0
.0
86.3
1
.0
.0
86.3
Run cabs between 1-4
1
.0
.0
86.3
Sam day taxi fare over 2
1
.0
.0
86.4
Same as Patsy Chang.
1
.0
.0
86.4
same day not for wheelchair
1
.0
.0
86.5
1
.0
.0
86.5
1
.0
.0
86.5
1
.0
.0
86.6
1
.0
.0
86.6
1
.0
.0
86.6
diabled are reluctant to give
them up
Riding big OCTA buses
requires allot of walking
between stops and ACCESS
facilities/procedures really
help if I can know & plan
ahead for my trips!
meant I am sometimes on
the bus for over 1 1/2 hours.
this is too long on a trip that
other times will take less
than 1/2 hour.
routing should be updated to
save time
miles is very expensive
and scooter should be
common knowledge
same day servide is needed
for emergency trips
Same day taxi costs too
much, is it limited to Dr.'s or
grocery shopping?
Same day taxi should be
available into the evening 7
or 8 pm
Same day taxi takes too
long
same day taxi vehicles are
too small, safety concerns
should an accident occur.
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 130 Rea & Parker Research November, 2011 satisfactory
1
.0
.0
86.7
Satisfactory
1
.0
.0
86.7
satisfied except wait on pick
1
.0
.0
86.7
1
.0
.0
86.8
1
.0
.0
86.8
schedulers speak too fast
1
.0
.0
86.9
Scheduling format is
1
.0
.0
86.9
scheduling still not efficient
1
.0
.0
86.9
Scheduling will make it
1
.0
.0
87.0
1
.0
.0
87.0
1
.0
.0
87.0
1
.0
.0
87.1
send info on same day taxi
1
.0
.0
87.1
Service depends on who the
1
.0
.0
87.2
1
.0
.0
87.2
Service greatly appreciated.
1
.0
.0
87.2
Service improved
1
.0
.0
87.3
up times
satisfied with big access
bus, not satisfied with mini
van
Scheduler booking rides for
passengers going in
opposite directions should
be completely eliminated.
Standing rides should never
be changed.
antiquated, amount of time
on hold is too long.
faster and save you money
Seats and any hand handles
on vehicles should be
disinfected with anitbacterial
at the end of or beginning
new shifts.
seems there should be more
efficient scheduling
send info on same day
service
driver and dispatcher is
Service does seem better
the last 12 months. Thank
you, appreciate it!
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 131 Rea & Parker Research November, 2011 Service is a blessing, very
1
.0
.0
87.3
service is a life saver
1
.0
.0
87.3
service is first class
1
.0
.0
87.4
service is great as long as
1
.0
.0
87.4
1
.0
.0
87.4
Service is ok.
1
.0
.0
87.5
Service is perfect
1
.0
.0
87.5
service is very good
1
.0
.0
87.6
Service not as good as
1
.0
.0
87.6
1
.0
.0
87.6
1
.0
.0
87.7
shorten return times
1
.0
.0
87.7
Shorten the waiting time
1
.0
.0
87.7
Should have 24 hour
1
.0
.0
87.8
1
.0
.0
87.8
1
.0
.0
87.8
1
.0
.0
87.9
satisfied
they are on time
Service is great! Don't use it
very much, but having it
gives me some peace of
mind. thank you!
before
Several time the bus was
late or didn't come. It takes
forever to be connected to
costumer service.
Several very nice ACCESS
drivers including Juan
#1576, John Rock
#146/6603, & Bertha Gomez
booking.
shoulder belts are dirty, gets
shirt dirty
Since I am on my own
Access has been a miracle
and a blessing to my life and
forever will bleshoo!!!
Since taxis run 24/7, you
should allow service by
same day taxi to go til past
the dinner hour till 8 pm
would be wonderful!
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 132 Rea & Parker Research November, 2011 So far quite satisfy with the
1
.0
.0
87.9
So very grateful!
1
.0
.0
88.0
Some Access bus drivers
1
.0
.0
88.0
1
.0
.0
88.0
1
.0
.0
88.1
1
.0
.0
88.1
1
.0
.0
88.1
1
.0
.0
88.2
1
.0
.0
88.2
1
.0
.0
88.3
service.
are not such good drivers. A
very few drive fast just to get
me to my destination. A few
need to have GPS/
navigator!
some cab drivers take
advantage of the blind,
sexually harass
some drivers are rude and
do not know how to handle
my wheelchair
Some drivers are rude and
dont take time to their
passengers that have
disabilities.
Some drivers confuse my
address when picking me up
and I wait outside of my
driveway worrying that they
will not see me.
some drivers don't
understant my disability,
would be nice to have
consitency among drivers.
some drivers have a bad
attitude
Some drivers have difficulty
locating apartment
complexes-even the entry
driveways are marked with
apt numbers & numbers.
They rather see buildings
with large letters.
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 133 Rea & Parker Research November, 2011 Some male drivers are very
1
.0
.0
88.3
1
.0
.0
88.3
1
.0
.0
88.4
1
.0
.0
88.4
1
.0
.0
88.4
1
.0
.0
88.5
1
.0
.0
88.5
1
.0
.0
88.5
1
.0
.0
88.6
1
.0
.0
88.6
1
.0
.0
88.7
rude. Bus drivers with GPS
cant find destination
Some of my drivers are so
nice I would like to have that
same driver pick me up.
Some of the assessment
evaluation questions are
ridiculous, e.g. asking if you
can recognize a picture of
Mcdonalds. Even a toddler
can do that. Recognizing
McDonalds should not be a
criteria for disqualification.
Some of the older busses
rattle alot and make lots of
noise.
Some of the plub & drop of
spots @ CSULB ned better
explanation for drivers. All
kno where the Fountain &
Pyramid are, not so much
the Fine Arts locals.
Some of use need lights
inside the vans off at night.
Some of your taxis are
difficult to get into and not all
drivers will assist you. And
some dont ask if you need
help.
Some regular buses dont
run often after 3pm.
some taxi drivers refuse to
take coupons
some taxis talk on cell
phone while driving
sometime she has to wait up
to an hour and half for pick
up
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 134 Rea & Parker Research November, 2011 Sometimes come very late,
1
.0
.0
88.7
1
.0
.0
88.7
1
.0
.0
88.8
1
.0
.0
88.8
1
.0
.0
88.8
1
.0
.0
88.9
1
.0
.0
88.9
1
.0
.0
88.9
1
.0
.0
89.0
Sometimes is a long wait.
1
.0
.0
89.0
Sometimes my reservations
1
.0
.0
89.1
sometimes if they come
early they couldnt wait less
than 5 minutes
sometimes driver wont come
to my door but still charge
door fees
sometimes drivers are rude
and way too early
Sometimes drivers will leave
and mark you a no show if
you are waiting at a different
entrance.
sometimes I am not picked
up at my designated spot
sometimes I am one and a
half hours late
sometimes I am picked up
an hour early
Sometimes I don't know the
exact address of where I
need to go and Access won't
help me find it in the
computer and that very
unsatisfactory.
Sometimes I get a bus or
van driver who drives unsafe
are in conflict with the time I
get them, and I had to
cancel my trip because I
could not get to my
destination on time.
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 135 Rea & Parker Research November, 2011 Sometimes some of the
1
.0
.0
89.1
1
.0
.0
89.1
1
.0
.0
89.2
1
.0
.0
89.2
1
.0
.0
89.2
1
.0
.0
89.3
1
.0
.0
89.3
1
.0
.0
89.3
1
.0
.0
89.4
1
.0
.0
89.4
1
.0
.0
89.5
guests using the Access bus
are loud, disruptive and
rude. They should be
warned to be respectful or
lose their right to ride.
Sometimes the driver does
not come to pick me up at
night or call
Sometimes they hae gone to
the wrong address to bring
me home.
Sometimes they leave
without waiting 5 minutes.
Sometimes they are nice
and patient
sometimes to the wait for
Access to pick me up is too
long
Sometimes when being
picked up from Kaiser Alton
Sand Canyon Medical Office
building 1 or 2, the driver
goes to the front of the
opposite building where the
passenger was delivered.
Sometimes while waiting to
be picked up I have no
where to sit.
Somtimes they are late by
an hour
Staff is usually pleasant and
helpful
Staff needs to give right info.
I was 15 minutes late to an
appointment
stop mixing working
passengers with non
working passengers
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 136 Rea & Parker Research November, 2011 Suggest you allow a person
1
.0
.0
89.5
1
.0
.0
89.5
Sunday service is horrible.
1
.0
.0
89.6
Sunday-sometimes taxi
1
.0
.0
89.6
1
.0
.0
89.6
1
.0
.0
89.7
1
.0
.0
89.7
1
.0
.0
89.8
1
.0
.0
89.8
1
.0
.0
89.8
Thank all of you at Access
1
.0
.0
89.9
Thank for this opportunity
1
.0
.0
89.9
to visit a shop and return
him in 15 mins for same
price. Very good drivers, not
always on time.
Suggesting OCTA/Access
credit/debit card opportunity
to pay for rides
didn't come at all. Visitors
are waiting for me in the
meeting place.
takes roo long for
subscription request to be
put in computer. Not
satisfied with registration
closing at 5 pm, online
registration would fix this.
Unsatisfied with 3 day limit
to reserve.
Taxi driver makes you get
out in the middle of the
street. I am blind & cannot
see traffic.
Taxis and minivans are
always a problem.
Taxis-drivers are not safe,
many talk on cell phones
while driving - do not know
how to deal with
handicapped passengers
Telephone service slow. Bus
schedule undependable.
Tell reservations to book
trips more promptly
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 137 Rea & Parker Research November, 2011 Thank God for Access, I
1
.0
.0
89.9
thank you
3
.1
.1
90.0
Thank you
2
.1
.1
90.1
Thank you all work together
1
.0
.0
90.2
Thank you for a grat service!
1
.0
.0
90.2
Thank you for adding the
1
.0
.0
90.2
thank you for everything
1
.0
.0
90.3
Thank you for help by giving
1
.0
.0
90.3
1
.0
.0
90.3
1
.0
.0
90.4
1
.0
.0
90.4
thank you for the service
1
.0
.0
90.4
Thank you for the service
2
.1
.1
90.5
Thank you for the service!
1
.0
.0
90.6
Thank you for the services.
1
.0
.0
90.6
thank you for this much
1
.0
.0
90.6
1
.0
.0
90.7
1
.0
.0
90.7
1
.0
.0
90.7
donnot know what I would
do.
offering such nice services
Taxi for the late night travel
w/ low fares. God bless you
now I can go to church and
other outings.
me a ride to and back from
work. God bless you. Pete
Mata.
thank you for making this
service available
Thank you for providing
services for seniors disabled
thank you for the excellent
service
needed service
thank you for wonderful
service
Thank you for your good
service
thank you for your help
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 138 Rea & Parker Research November, 2011 thank you for your loving
1
.0
.0
90.8
thank you for your service
1
.0
.0
90.8
Thank you for your service
1
.0
.0
90.8
Thank you for your service -
1
.0
.0
90.9
1
.0
.0
90.9
Thank you for your service.
1
.0
.0
91.0
Thank you for your services
1
.0
.0
91.0
thank you for your work
1
.0
.0
91.0
Thank you so much
1
.0
.0
91.1
Thank you so much!
1
.0
.0
91.1
Thank you very much
1
.0
.0
91.1
Thank you very much for all
1
.0
.0
91.2
Thank you very much for it!
1
.0
.0
91.2
Thank you, I appreciate your
1
.0
.0
91.3
1
.0
.0
91.3
Thank you!
1
.0
.0
91.3
Thankful and appreciative
1
.0
.0
91.4
thanks for Access Service
1
.0
.0
91.4
thanks for all you do
1
.0
.0
91.4
Thanks for everything. God
1
.0
.0
91.5
1
.0
.0
91.5
1
.0
.0
91.5
concern for us. My family
thank you too.
we need it.
Thank you for your service it
offers me fredom that
otherwise I wouldnt have.
Thank you.
your ACCESS services.
services
thank you, we plan to use 3
times a week soon
for this service
Bless all of you for caring.
thanks for the wonderful
services
thanks for your hard work
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 139 Rea & Parker Research November, 2011 That lack of receiving an am
1
.0
.0
91.6
The Best
1
.0
.0
91.6
The bus drivers (some are
1
.0
.0
91.7
1
.0
.0
91.7
1
.0
.0
91.7
1
.0
.0
91.8
1
.0
.0
91.8
1
.0
.0
91.8
pick up time. For the last
two month receiving an AM
pick up time is unheard of
even when you book three
days in advance; matter
affact whern ever you book
a ride you never receive a
time for a morning pick up.
great) others can be very
rude and could benefit from
traing with persons with
disabilities!
the bus drivers cannot
understand me and are not
patient with me. My regular
bus driver is good.
The bus drivers drive too
fast
the bus has left her waiting
45 minutes to a hour and a
half
The bus let me off on
Newport BL and didnt even
pull into the driveway
The bus routing/dispatching
software is much less
efficient than free products
like google or bing,
particularly in south OC, fails
to take account of natural
barriers and circuitous
routes, and needs
upgrading. Some (not many)
drivers' map training could
be improved and/or
monitored better.
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 140 Rea & Parker Research November, 2011 The bus service is very
1
.0
.0
91.9
The busses bang too much.
1
.0
.0
91.9
the busses seem to lack any
1
.0
.0
91.9
1
.0
.0
92.0
1
.0
.0
92.0
1
.0
.0
92.1
1
.0
.0
92.1
2
.1
.1
92.2
The drivers are always polite
1
.0
.0
92.2
The drivers are really nice
1
.0
.0
92.2
1
.0
.0
92.3
1
.0
.0
92.3
1
.0
.0
92.3
1
.0
.0
92.4
helpful and kind to me
shock absorbers
The cab/taxi service is better
than the buses. A lot of
times, the cab/taxi service
are within the 30 minute
window or are on time.
The Crystal Cathedral has
two entrances
The day will come whn I will
nee to use ACCESS service
for Doctor's appointment.
The driver should at least
ring the bell of the patients
door. Sometime the bus
comes too early and the
patient is not aware the bus
is present.
The driver sometimes came
late for pick-up
and helpful
The drivers are very
courteous. having this
service has helped alot.
The drivers are very nice
and caring all the time. I call
and tell when they are
always.
The drivers get good
directions while driving.
The drivers have been so
nice and professional. I am
thankful for the service!!
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 141 Rea & Parker Research November, 2011 The eligibility has not been
1
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.0
92.4
1
.0
.0
92.5
1
.0
.0
92.5
1
.0
.0
92.5
1
.0
.0
92.6
1
.0
.0
92.6
1
.0
.0
92.6
1
.0
.0
92.7
updated. Theowner took the
phone #'s and changed. The
old staff is still being called.
Also, Herbert was d/o at
wrong house and is non
verbal!!
The fare is too high. I am
dependent on public transit
and I am on a fixed income
the fare would be good if it
was 2.25
The last time I used it in late
2011, your office mixed up
the pickup time and I was
stuck but a very kind person
gave me a ride. I made a
formal complaint, but no one
ever got back to me.
The one problem is not
being able to be certain of
pickup/arrival & return times
to ensure appts. aren't
missed or late.
the pick up wait time is too
long. Sometimes I wait for 2
hours
The pickup for us is 0.5
miles away from our house.
Have to walk with prosthetic
leg.
The reason I answered no to
#16 is because no fixed
route is near me.
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 142 Rea & Parker Research November, 2011 The reason I have not used
1
.0
.0
92.7
1
.0
.0
92.8
1
.0
.0
92.8
1
.0
.0
92.8
1
.0
.0
92.9
1
.0
.0
92.9
the sevrice is good...
1
.0
.0
92.9
The Sunday van is awfully
1
.0
.0
93.0
1
.0
.0
93.0
1
.0
.0
93.0
.0
.0
93.1
ACCESS in a while is due to
health problems. So far the
bus has always been early
Then I have to wait for Dr
1/2 to 45 min. If one is going
locally, the proce of ride is
high. If one is going a
distance the price is ok.
The reservation people are
great and so arae the
drivers. I will avoid taxi
Access trips dut to their lack
of conduct at all costs.
The return trips from Braille
institute are over 90
minutes.
The service has been good,
only didnt get picked up by
bus 1 time.
The service is coming too
soon for pick up and too late
for come back at least 2
hours
The service is great. All of
the drivers are very helpful
and courteous.
small for my power chair.
The taxi doesnt get my
space number and gets lost
The taxi drivers for same
day service- a few of the are
rude and have stated that
they don't like to pick up
Access customers due to
low fare rates.
The taxi is wonderful
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 1
143 Rea & Parker Research November, 2011 The times I used Access
1
.0
.0
93.1
1
.0
.0
93.2
1
.0
.0
93.2
the wait on return is too long
1
.0
.0
93.2
There are several
1
.0
.0
93.3
1
.0
.0
93.3
1
.0
.0
93.3
1
.0
.0
93.4
1
.0
.0
93.4
1
.0
.0
93.4
1
.0
.0
93.5
were great.
the transport on Access is
very rough
The very difficult thing for
me is to tell OCTA when to
pick me up after a surgery
from hospital. Often the
hospital tells me is the
estimate not the exact time.
reservationists whom have a
comprehension problem.
they are terrible. Need to
charge PCA's and kids.
There are times that I get
pick up 2 hours late and
dont get notification.
there are two Margorie
Wilson's in OC. Our paths
cross often but we have
never met.
There has been numerous
times where the bus didn't
wait 5 min and left as a no
show. Other times when I go
out early, bus is 20 min late.
there is no bench on the
firsy floor of doctors office,
can driver come and get me
on the second floor?
There is no specified spot at
the Amtrak station in San
Juan Capistrano - I've gotten
no shows because of this.
They are so valuable to me.
I do appreciate the service
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 144 Rea & Parker Research November, 2011 They call me a no show
1
.0
.0
93.5
1
.0
.0
93.6
1
.0
.0
93.6
They have good service
1
.0
.0
93.6
They have no shocks and
1
.0
.0
93.7
1
.0
.0
93.7
1
.0
.0
93.7
1
.0
.0
93.8
1
.0
.0
93.8
this is a god given service
1
.0
.0
93.9
This is a good service and
1
.0
.0
93.9
1
.0
.0
93.9
1
.0
.0
94.0
1
.0
.0
94.0
however they (bus) doesn't
go to correct address I have
missed many appointments
due to this incompetence.
they dont come to proper
pickup location
They have discontinued
service to my apartment
you feel every bump on the
streets.
they pick me up hours
before ahead of time even if
the ride is only 10 minutes
long
They take the longest routes
home. They do not wait for
you for 5 minutes upon
arrival. Drivers take off
seatbelts too early.
Think the service is great for
people with disabilities
this has helped me greatly
during disabled times
has hlped me I needed it Thank you very much.
This is a wonderful and
important service for people
unable to drive
this is an excellent life
saving service
This is truly a wonderful
service
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 145 Rea & Parker Research November, 2011 This program works very
1
.0
.0
94.0
1
.0
.0
94.1
1
.0
.0
94.1
1
.0
.0
94.1
1
.0
.0
94.2
1
.0
.0
94.2
1
.0
.0
94.3
1
.0
.0
94.3
well for me and I am grateful
for it.
This service is a life saver.
makes it possible to
continue normal activities
and schedules.
This service is a perfect fit
for my condition
This service is important in
my well-being as an older
person.
this service makes me feel
safe
this survey is a waste of time
and money
This transportation service is
a blessing to me and my
son. He does not have to
worry about me.
Timing on trips is not drivers
fault, they do their best.
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 146 Rea & Parker Research November, 2011 To OCTA: Gee, I looked at
1
.0
.0
94.3
Too expensive
1
.0
.0
94.4
Too expensive. Take too
1
.0
.0
94.4
1
.0
.0
94.4
that questionnaire and
needed to write you the
answer. Now, at age 96 1/2,
I could do a lot of
gallivanting. When I call 5605888, that nive man keeps
telling me to do. I get the
nicest people to take my
reservataions mostly ladies.
Now an occasional male.
They are all so very polite. I
can say absolutely the same
for the drivers, that give me
a very happy ride to
wherever. Mostly to
Huntington Beach. I go to
my daughter's home, she
likes me to come down
every Thursday! My other
daughter gets me on the
bus. I have found Huntington
Beach to be much larger
than just a few blocks - all
because of the drivers
directions and some other
passengers. He usually
goes to a hospital, clinic, or
"old folks home," I am so
lucky, I am not senile - I am
just ancient and that's what I
always wanted to be 100
years. Thank you for your
wonderful accomodations.
long to get to places
Too long a wait for pick ups.
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 147 Rea & Parker Research November, 2011 Too often bus picks up 2
1
.0
.0
94.5
1
.0
.0
94.5
1
.0
.0
94.5
1
.0
.0
94.6
1
.0
.0
94.6
1
.0
.0
94.7
1
.0
.0
94.7
1
.0
.0
94.7
1
.0
.0
94.8
1
.0
.0
94.8
hours early
Training is needed for
drivers on how to work with
persons with developmental
disabilities
travel with too many
passengers
treatment so bad worthy of
discrimination lawsuit. I
have no info on other
services other than bus.
Reservation service is
difficult for a deaf person.
Trip time should not be
longer than the time must
be. Not passing my house to
drop off other riders further
away & be stuck in the
van/bus for over one hour &
a half. It happened several
times with me
Trouble with schedule time
pickup to return home
Twice the bus has not come
(illegible)
Two hour window too much
routing to drivers terrible.
Once we were 2 blocks from
destination & took us 7 miles
beyond & had to go back
because of his routing
instructions.
Two times the drivers didnt
know the destinations
Unable to attend religious
services due to make a
transfer to Westminster.
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 148 Rea & Parker Research November, 2011 unable to fit wheelchair in
1
.0
.0
94.8
1
.0
.0
94.9
1
.0
.0
94.9
Unknown.
1
.0
.0
94.9
Used ABLE - Ride in NY -
1
.0
.0
95.0
1
.0
.0
95.0
1
.0
.0
95.1
1
.0
.0
95.1
1
.0
.0
95.1
1
.0
.0
95.2
Very good and helpful
1
.0
.0
95.2
Very good service
1
.0
.0
95.2
very good service for seniors
1
.0
.0
95.3
1
.0
.0
95.3
Very greatful for the service
1
.0
.0
95.4
very greatful for this service.
1
.0
.0
95.4
Access. They do not service
Toledo Way in irvine
Unhappy OCTA is enforcing
ADA guidelines, which limits
sized of wheelchairs and
scooters
Unhappy when a scheduled
ride changes
low vision. Like to be
independent.
Using a van for
transportation is very
stressful for me in a
wheelchair I much prefer the
bus for any and all safety
concerns.
Usually a long wait for the
bus.
Vargas Taxicabs have been
the best so far
Very frustrating when your
ride is changed
Very glad to have this
service
and handicapped
Very grateful for service
wish we had Sunday back.
Employees who schedule
need to stop double booking
drivers.
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 149 Rea & Parker Research November, 2011 very greatful, more than
1
.0
.0
95.4
1
.0
.0
95.5
1
.0
.0
95.5
very happy with OCTA
1
.0
.0
95.5
Very happy with the service
1
.0
.0
95.6
1
.0
.0
95.6
very helpful
1
.0
.0
95.6
very helpful, its a blessing
1
.0
.0
95.7
Very necessary, so does
1
.0
.0
95.7
very pleased
1
.0
.0
95.8
Very pleased this service is
1
.0
.0
95.8
very pleased with service
1
.0
.0
95.8
Very pleased with staff,
1
.0
.0
95.9
1
.0
.0
95.9
very prompt, usually early
1
.0
.0
95.9
very satisfactory
1
.0
.0
96.0
very satisfied
1
.0
.0
96.0
Very satisfied
2
.1
.1
96.1
very satisfied and happy
1
.0
.0
96.1
Very satisfied with service
1
.0
.0
96.2
very satisfied you guys are
1
.0
.0
96.2
1
.0
.0
96.2
wait for pick up is long
1
.0
.0
96.3
wait longer than 5 minutes
1
.0
.0
96.3
happy with service
very happy and grateful for
access
Very happy to have this
service!
and drivers courtesy
very happy with the van,
need the lift for wheelchair
good job in fulfilling a need
available to me.
good job
very pleased with the
service
great
very thankfull I can use this
service
than 5 minutes when picking
up
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 150 Rea & Parker Research November, 2011 wait time for drivers should
1
.0
.0
96.3
Wait time is too long
1
.0
.0
96.4
Wait time too long
1
.0
.0
96.4
wait time window should be
1
.0
.0
96.4
waiting to go home
1
.0
.0
96.5
Wants to be be able to call
1
.0
.0
96.5
1
.0
.0
96.6
1
.0
.0
96.6
We are very satisfied
1
.0
.0
96.6
we are very satisfied with
1
.0
.0
96.7
1
.0
.0
96.7
1
.0
.0
96.7
1
.0
.0
96.8
1
.0
.0
96.8
be 10 minutes not 5
less
after 5 pm to schedule.
We are blessed to have the
service, it is a great help to
us
We are so grateful for this
service and dont know what
we would do with out it,
thanks!
Access and want to express
our thanks.
We could not have done
without it when my husband
was ill before his passing.
We/I am grateful & would us
again if needed.
We greatly appreciate your
wonderful service
we have appreciated having
the same bus drivers.
Consistency puts the riders
at ease and facilitates pick
ups and drop offs.
We need service on
Sunday's.
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 151 Rea & Parker Research November, 2011 We thank you for this
1
.0
.0
96.9
1
.0
.0
96.9
1
.0
.0
96.9
1
.0
.0
97.0
1
.0
.0
97.0
What's the current fee?
1
.0
.0
97.0
Wheel chair ramp is very
1
.0
.0
97.1
1
.0
.0
97.1
wonderful service as our
children live far off. They
help us when they can. We
pile up on food when they
come.
we thought that doctor visits
were all that you provided!
we would use access more if
we could get door to door
we've been very satisfied
with the service
what a wonderful and family
saving service. Life would
be very difficult without it
loud when traveling
When a customer has a 5
day a week route it should
not be changed when
someone decides to call at
the last min. and screws up
the route. I know you aare
public transportation but
people need to get to their
therapy on time. That is why
we have it set up for 5 days
a week and at the same
time. You should not change
the drivers so much because
this causes a problem too
they don't know where the
hell they aare suppose to
pick up their ride. If I coould
use some one else I would
sure do it because you aare
not a very dependable ride
for my son to get to his site.
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 152 Rea & Parker Research November, 2011 When a taxi comes instead
1
.0
.0
97.1
1
.0
.0
97.2
1
.0
.0
97.2
1
.0
.0
97.3
1
.0
.0
97.3
1
.0
.0
97.3
1
.0
.0
97.4
where to get tickets?
1
.0
.0
97.4
why cant access bring back
1
.0
.0
97.4
1
.0
.0
97.5
1
.0
.0
97.5
1
.0
.0
97.5
of a bus, the drivers do not
make sure your seat belt is
on. They take off before you
can get it on. I have to ask
them to stop!
When are you going to have
transportation on Sundays to
my church?
When I know I will be listed
as a no show please give
me a chance to explain
When I took rides the same
day I tell the Access agents
not to make errs
when kpick up or arrival
times are excessively late,
response from Access is to
provide a previously unknow
schedule time.
When the Access bus is late
to pick me up I get too
nervous.
where do I find info for same
day taxi and 25 cent fare?
door pick up
why cant taxis do a return
trip if the wait is 15 minutes
or less
why do you refuse to take
me to 5 federation Way in
Irvine. Can I take my walker
into a taxi?
Why does nus not go to
Serran & Canyon Rim in
Anaheim Hills
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 153 Rea & Parker Research November, 2011 why does the taxi cost so
1
.0
.0
97.6
1
.0
.0
97.6
1
.0
.0
97.7
1
.0
.0
97.7
1
.0
.0
97.7
1
.0
.0
97.8
1
.0
.0
97.8
1
.0
.0
97.8
1
.0
.0
97.9
wonderful service
1
.0
.0
97.9
Wonderful service
2
.1
.1
98.0
Wonderful service - thank
1
.0
.0
98.0
1
.0
.0
98.1
1
.0
.0
98.1
1
.0
.0
98.1
1
.0
.0
98.2
1
.0
.0
98.2
1
.0
.0
98.2
1
.0
.0
98.3
much?
Why is there a half hour
leeway for bus drivers?
why not provide only for
medical transport needs
Wife is a leading user of
Access
wife was charged $7.00 to
use the taxi
Wish I didnt have to spend
one and a half hours to get
home at night
Wish the drivers can assist
me more a few more steps
wish they would change "no
show" rules
Womderful service that kept
my father busy and healthy.
you.
would be helpful to have
exception to 3 day
resevrations
would be lost without this
(legally blind)
would help if I could make
reservations online.
would like a new card and
information on 25 cent fares
would like a notification if
pick up is later or earlier
would like if busses have
shoulder and lap belts
would like info on 25 cent
fares
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 154 Rea & Parker Research November, 2011 Would like more info on
1
.0
.0
98.3
1
.0
.0
98.4
1
.0
.0
98.4
1
.0
.0
98.4
1
.0
.0
98.5
1
.0
.0
98.5
1
.0
.0
98.5
1
.0
.0
98.6
1
.0
.0
98.6
1
.0
.0
98.6
1
.0
.0
98.7
1
.0
.0
98.7
1
.0
.0
98.8
same day service
Would like more info on
same day taxi
would like return trips at
10:30 PM
Would like the bus to come
earlier for return trips
would like to go to LA
sometimes
Would like to schedule 5
days in advance
Would like to schedule more
than 3 days in advance.
Establish regular scheduled
pick up.
Would like to see 3 day
advance on reservations
Would like to see more
buses than taxis. Drivers
should be more punctual.
Would like for drivers to call
when they are at the pick up
address.
Would like to try it for
shopping (Target or
Walmart) & groceries. Nice
to have Access as relative
lives too far & has
Parkinson's
Would like to use Access
more but cannot afford it
Would like to use it more
oftern, but cost is becoming
an issue
would use more id I could
travel to mid LA county
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 155 Rea & Parker Research November, 2011 Would use more often if was
1
.0
.0
98.8
1
.0
.0
98.8
1
.0
.0
98.9
1
.0
.0
98.9
1
.0
.0
98.9
1
.0
.0
99.0
1
.0
.0
99.0
1
.0
.0
99.0
cheaper
Would use taxi service if I
could book a return trip at
the same time
Would you offer Access to
go to church on Sundays?
yellow cab drivers and
others vary in polocies. Most
are polite. yellow cabs more
than others.
Yen is very nice on the
phone. I like young men
drivers.
Yes - For months now I have
been trying to get from my
home (OC) to my friend's
home in Corona = cant
connect Access = Corona
Dial a ride without Metrolink
= although drivers say its
possible - I get nowhere
when I call.
Yes, get taxis with ramps
otherwise this service is
useless for handicaped.
Yes, hoping to make
appointment the sam eday,
not just day before or 2 days
before. Send to us taxi cab
for same price 2.70
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 156 Rea & Parker Research November, 2011 Yes, I am grateful for your
1
.0
.0
99.1
1
.0
.0
99.1
1
.0
.0
99.2
1
.0
.0
99.2
1
.0
.0
99.2
you are a blessing to me
1
.0
.0
99.3
you are all doing a great job
1
.0
.0
99.3
You are all doing great jobs,
1
.0
.0
99.3
You are great!
2
.1
.1
99.4
You can not go grocery
1
.0
.0
99.5
1
.0
.0
99.5
1
.0
.0
99.5
1
.0
.0
99.6
services! The bus is my
favorite ride. Since one of
my "limitations" is a totally
fused knee, in a taxi I am
only able to fit in front. It
makes me worry over
availability of that
seatingwhen traveling
Yes, pick up & drop off time
restrictions
Yes, please information.
AFTA offers 25 cent fized
route fare for access.
Yes, that I don't have
restriction
Yes. I will like to be pick up
at 9am after dialysis to bring
me home. Thanks.
keep going, thanks!
shopping every other day it
is to expensive and the
drivers are not very nice and
they want to allow only 2
packages you can not spend
in transportation.
You have been a godsend to
me. Thank you.
You have been there when I
needed you - thanks for
that!!
you have good service
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 157 Rea & Parker Research November, 2011 You have one bad egg! I
1
.0
.0
99.6
1
.0
.0
99.6
1
.0
.0
99.7
you're unreliable
1
.0
.0
99.7
You're wonderful and saved
1
.0
.0
99.7
1
.0
.0
99.8
1
.0
.0
99.8
1
.0
.0
99.9
your drivers are wonderful
1
.0
.0
99.9
Your people are the best.
1
.0
.0
99.9
1
.0
.0
100.0
1
.0
.0
100.0
2732
100.0
100.0
call him a stubborn
"German". He has to read
his map book to cross the
street. Lived in Rossmoor
since '64. I tell him to go
right and he goes left.
you need to hire more
drivers, the wait time is
getting too long
you take very good care of
me
me a lot of worry. I didnt
need to call in. Thank you.
Your a God send. I am very
grateful for this service.
Your drivers are always
pleasant and friendly and
helpful.
Your drivers are patient and
kind
Thank God you are there for
us disabled in our time of
need!
Your service is excellent
from time I call til
destination.
Your service is very good or
should I say excellent.
Total
2011 ACCESS Customer Satisfaction Survey Report Orange County Transportation Authority 158 Rea & Parker Research November, 2011