M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com MTA NEW YORK CITY TRANSIT AUTHORITY 2019 MTA NYCT Paratransit Access-A-Ride (AAR) Customer Satisfaction Survey Final Report Submitted To: James Rubin, NYCT Janice Pepper, MTAHQ Lydia Sloan, MTAHQ MTA/New York City Transit 2 Broadway New York, NY 10004 Submitted on May 13, 2020
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M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com
MTA NEW YORK CITY TRANSIT AUTHORITY
2019 MTA NYCT Paratransit Access-A-Ride (AAR)
Customer Satisfaction Survey
Final Report
Submitted To:
James Rubin, NYCT
Janice Pepper, MTAHQ
Lydia Sloan, MTAHQ
MTA/New York City Transit
2 Broadway
New York, NY 10004
Submitted on May 13, 2020
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com i
5. Important Factors that Drive Overall Satisfaction with Access-A-Ride ............................................................................................................................... 13
6. Important Factors that Drive Overall Satisfaction with Enhanced Broker Service (EBS) ..................................................................................................... 15
7.1 Overall Satisfaction with Access-A-Ride ........................................................................................................................................................................ 18
7.2 Reason for Overall Satisfaction rating of AAR ............................................................................................................................................................... 20
7.3 Trip Requests and Authorized Trips ............................................................................................................................................................................... 21
7.4 Access-A-Ride is a ‘Good Value for the Money’ ............................................................................................................................................................ 22
7.5 Change in Overall Access-A-Ride Service ...................................................................................................................................................................... 25
7.6 Overall Satisfaction with Last Access-A-Ride Trip.......................................................................................................................................................... 28
7.7 Changes in Access-A-Ride Reservation Service ............................................................................................................................................................. 31
7.8 Reasons for Changes in Access-A-Ride Reservation Service ......................................................................................................................................... 33
7.9 Expected Future Usage of Access-A-Ride...................................................................................................................................................................... 35
7.10 Specific Aspects of Access-A-Ride Service .................................................................................................................................................................. 39
7.11 Enhanced Broker Service ............................................................................................................................................................................................ 42
7.12 Use of Assessment Center .......................................................................................................................................................................................... 46
7.13 Satisfaction with Assessment Center .......................................................................................................................................................................... 48
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com ii
7.15 Access to Mobile Phone When Using Access-A-Ride .................................................................................................................................................. 51
7.16 Option 8 When Calling Access-A-Ride......................................................................................................................................................................... 53
7.17 Option 7 When Calling Access-A-Ride......................................................................................................................................................................... 55
7.18 Satisfaction with rides in blue-and-white Access-A-Ride vehicles .............................................................................................................................. 56
7.19 Type of Vehicle on last Access-A-Ride trip .................................................................................................................................................................. 57
7.20 Reservation Service ..................................................................................................................................................................................................... 58
7.21 Safe Operation of Vehicle ............................................................................................................................................................................................ 59
7.22 Awareness of Access-A-Ride Operation and Rules ..................................................................................................................................................... 60
7.23 Recertified for Access-A-Ride ...................................................................................................................................................................................... 61
7.24 Reason for Satisfaction rating of call to AAR Command Center .................................................................................................................................. 62
7.25 Satisfaction with specific aspects of Assessment Center visit .................................................................................................................................... 63
8.1 Subscriber Type ............................................................................................................................................................................................................. 66
8.3 Support Devices and Personal Care Attendants ............................................................................................................................................................ 68
8.4 Demographics (Origin, Race, and Country) ................................................................................................................................................................... 70
9. Appendix A – History Tables ................................................................................................................................................................................................ 73
9.1 Overall Satisfaction with Access-A-Ride ........................................................................................................................................................................ 74
9.2 Change in Overall Access-A-Ride Service ...................................................................................................................................................................... 80
9.3 Access-A-Ride is a ‘Good Value for the Money’ ............................................................................................................................................................ 82
9.4 Overall Satisfaction with Last Access-A-Ride Trip.......................................................................................................................................................... 83
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com iii
9.5 Changes in Access-A-Ride Reservation Service ............................................................................................................................................................. 86
10. Appendix B – Methodology Charts ................................................................................................................................................................................... 89
10.1 Margin of Error............................................................................................................................................................................................................ 90
10.2 User Segments Surveyed ............................................................................................................................................................................................ 91
10.3 Data Smoothing using Weighting ................................................................................................................................................................................ 92
11. Appendix C – 2019 Survey Revisions................................................................................................................................................................................. 94
11.1 2018 Questions removed from the 2019 Questionnaire ............................................................................................................................................ 95
11.2 New Questions added for the 2019 Questionnaire .................................................................................................................................................... 96
12. Appendix D – Questionnaire ............................................................................................................................................................................................. 98
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 4
1. Executive Summary
Access-A-Ride Satisfaction Remains High in 2019, In Light of Major Program Changes
MTA made major changes to the AAR Program in 2019 and transitioned from the popular E-hail program to the Enhanced Broker Service. Overall
satisfaction (customers reporting they are either very satisfied or somewhat satisfied) with Access-A-Ride (AAR) among all customers decreased
by 2 percentage points in 2019, from 86% to 84%.1 Overall satisfaction with AAR had risen dramatically in 2017 and 2018, increasing by 9
percentage points to 74% in 2017 and then by 12 percentage points to 86% in 2018. See table 7.1A on page 18. Many customers indicated that
such factors as ease of use, on-time performance, convenience, good service, and how the service allows them to be independent contributed to
their overall satisfaction.
Satisfaction with Access-A-Ride Key Performance Indicators Remains Strong
Despite service and program changes and traffic getting worse, satisfaction with On-Time Performance increased from 83% in 2018 to 84% in 2019.
See table 7.10A on page 39. In addition, when asked about their last Access-A-Ride trip, 91% of customers who rode in a blue-and-white AAR
vehicle indicated they were picked up on time (within 30 minutes of their scheduled time). See table 7.18A on page 56. Satisfaction with AAR
Drivers rose from 89% in 2018 to 90% in 2019 and satisfaction with AAR Vehicles rose from 86% in 2018 to 87% in 2019. See table 7.10A on page
39 for additional KPI.
Main Indicators of Overall Satisfaction with Access-A-Ride (see analysis on page 14)
Customers who were Very Satisfied or Satisfied with … … Were this many times more likely to be Very Satisfied or Satisfied with AAR
AAR On Time Performance 4.77
AAR Drivers 3.05
AAR Customer Service 3.05
AAR Reservation Service 2.98
Their Last Trip 1.70
AAR Vehicles 1.56
1 The p-value for this difference is 0.0867 in a two-tailed Fisher’s Exact Test. The p-values in standard normal distribution tests are very similar. Therefore, the difference is not statistically different at
the 5% level but it is at the 10% level.
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 5
Access-A-Ride Continues to be Considered a Good Value
In 2019, an over-whelming majority (95%) of Access-A-Ride customers continue to consider the service to be a “good value for the money” similar
to 96% in 2018. This number continues to be up over a longer time horizon, from the 91% of customers who agreed that AAR is a “good value for
the money” in 2017. See table 7.4A on page 22.
Reservation Services Once Again Get Top Scores
Reservation services once again performed very well. Customers reported an overall level of satisfaction of 93% with Reservation Services, similar
to the 2018 percentage of 94%. For frequent customers in 2019, 94% of the customers (same as in 2018) were very satisfied or satisfied with
being able to get through to make a reservation, 96% reported that the reservations staff was courteous (same as in 2018), and 95% (up from 93%
in 2018) said that the reservation staff was competent. 91% (same as in 2018) reported that they were able to reserve a ride for the day and time
they requested it. See table 7.10A on page 39 and 7.10B on page 40.
New Enhanced Broker Service Well Received
In March of 2019 MTA announced an expansion of its paratransit service that will allow AAR to provide more of its trips in taxis and for-hire vehicles
(FHV) in coming years, improving the customer experience and reducing journey time. This new initiative was called “enhanced broker service,”
and it improved upon a pilot program called “advance reservation e-hail,” as well as the current broker program by making taxi and FHV service an
increasingly integral part of paratransit service.
Fifty percent of customers said they had used the new Enhanced Broker Service, and this percentage was similar in all boroughs except for Staten
Island, in which 34% of that sample population reported having used the service (which is logical because Staten Island broker service launched
later). Satisfaction with the Enhanced Broker service was high, with 81% of users reporting that they were either very satisfied or somewhat
satisfied with the service. The high satisfaction ratings were consistent across boroughs. See table 7.11A on page 42, table 7.11B on page 43, and
table 7.11C on page 44.
Almost Half of all Customers See Service Improvements
Overall, 46% of AAR users reported that services had improved in the past year, compared to 53% who said the same in 2018. A similar percentage
of customers saw improved service in each of the five boroughs: 43% in the Bronx, 47% in Manhattan, 46% in Queens, 48% in Brooklyn, and 42%
in Staten Island. See table 7.5A on page 25 and table 7.5C on page 26.
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 6
Steady Increase of Customers who Expect to Use Access-A-Ride in the Future
In 2019, 25% of customers indicated that they expected to use Access-A-Ride more often in the next year or so. This is compared to 24% in 2018
and 22% in 2017. See table 7.9A on page 35. Only 1% of customers (2% in 2018 and 2017) indicated they expected to use Access-A-Ride less often
in the next year or so. When those 1% who expect to use Access-A-Ride less often in the future were asked why, the top two reasons included:
they expected to be healthier/in better physical shape and they were less able to go out because of medical limitations. See table 7.9E on page 38.
Almost all Customers have Cell Phones/Greater Willingness to Receive AAR Text Messages; Smart Phone Ownership Increases
In 2019, 95% of all customers had a cell phone, and 98% of cell phone users carry their phone when traveling with Access-A-Ride. Sixty-nine percent
of those who have a cellphone (inclusive of smartphones) would be willing to receive text messages to learn about and manage their Access-A-
Ride trip (up from 58% in 2018). Of AAR users who have a cell phone, 61% have a smart phone (up from 56% in 2018 and 49% in 2017), See table
7.15A on page 51.
Demographics in 2019
• 15% said they are of Hispanic, Latino, or Spanish origin (19% in 20182). See table 8.4A on page 70.
• 53% described their race as African-American/Black (45% in 2018), 25% as White (27% in 2018), and 11% as Racially Mixed (17% in 2018).
See table 8.4B on page 70.
• 72% were born in the USA. See table 8.4C on page 71.
• 90% said the primary language spoken in their home is English; 4% Spanish. See table 8.5A on page 72.
• 98% speak English either Well or Very Well3. See table 8.5B on page 72.
• Average age is 67 years old (68 years old in 2018) See table 8.2A on page 67.
• 88% are not employed (89% are not employed in 2018) See table 8.2A on page 67.
• 77% use a support device when they travel (same as 2018) See table 8.2A on page 67.
2 2018 demographics were only collected from 1358/2330 of the customers interviewed.
3 This was asked in 2018; in 2019, this was an interviewer assessment.
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 7
2. Recommendations
1. Satisfaction with on-time performance increased in 2019 to 84%, and remains the single most important factor that affects overall
satisfaction with AAR4. Ensure that the customers are aware that “on-time” means within thirty minutes of scheduled pick up. Reservation
services, communication about AAR customer services, and drivers are also important factors which contribute to overall satisfaction. In
2019 satisfaction levels with these three factors were 93%, 88%, and 90% respectively. MTA should communicate to customers what MTA
is doing to improve on-time performance and how they will continue to work hard to keep the reservation services performing well as
customers appreciate the great job. Also share these findings with the reservationists/employees.
2. By far, the primary determinant of overall satisfaction with the Enhanced Broker Service (EBS) is the courtesy of the driver.5 A person who
is satisfied with the EBS driver’s courtesy has an 89% probability of being satisfied with EBS overall. However, a person who is not satisfied
with the EBS driver’s courtesy has only a 29% probability of being satisfied with EBS overall. Highlight courtesy as a core value. Train
drivers to know how to communicate with and treat their customers, stressing that polite and respectful language is an important part of
their professional presence.
3. Reservations staff continues to receive very high ratings. At least 96% of all customers are very satisfied or satisfied with reservation staff’s
availability, courtesy, and competence. Share these findings with the reservationist team to showcase how their efforts pay off.
4. Fifty-one percent of customers who own a smart phone and are not currently using the myMTA app, are willing to install the app with
some guidance. Promote technology usage and acceptance by offering instruction and help with installing and using the app. Continue to
work with MTA IT on bug fixes and app enhancements to encourage further adoption.
4 See analysis on page 13.
5 See analysis on page 15.
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 8
3. Background & Objectives
In 1990, the Federal Americans with Disabilities Act (ADA) established standards for public services and buildings to include transportation systems
such as Metropolitan Transportation Authority (MTA)’s New York City Transit (NYC Transit). Therefore, NYC Transit developed Access-A-Ride (AAR)
Paratransit services, which can be utilized in the five boroughs and up to three-quarter miles in adjacent Nassau and Westchester counties. AAR
provides service to ADA eligible citizens who are unable to ride the bus or subway system provided. AAR provides shared ride, door-to-door service
with limited assistance getting on and off the vehicle. The fare for this ride is the same fare that would be incurred for a standard public
transportation ride. If more assistance is required, the individual may ride with a personal care attendant who rides free of charge.
Since 1996, New York City Transit has engaged a research consultant to provide quantitative research to obtain customer ratings of the service and
determine ways in which AAR could be improved. These yearly surveys allow the Paratransit program to track customer opinions and identify
problem areas. This study was last conducted in 2018. What follows are the results from the 2019 wave of this research.
MDAC contacted 3721 of the registered riders of Access-A-Ride. The group “contacted” includes completed interviews, partially completed
interviews, refusals, and screen outs. Of the 3721 registered riders of Access-A-Ride that were contacted, 2785 or 74.8% qualified to answer the
survey6. Registered riders qualified by indicating that they lived in one of the five boroughs (The Bronx, Manhattan, Queens, Brooklyn, or Staten
Island) of New York City and did not work or have anyone in their immediate family work for a local transit agency (the MTA, New York City Transit,
Metro-North Railroad, Long Island Rail Road, Staten Island Railway, the PATH, Bridges and Tunnels, or New Jersey Transit), or for a media, marketing,
or advertising company or a market research firm.
6In 2018, 3585 registered riders of Access-A-Ride were contacted and 2,563 qualified or 71.5% qualified to answer the survey. From the 2017 report, 89% of those contacted qualified for the study;
however, the previous contractor did not provide raw numbers, nor a definition of “contacted” and “qualified.”
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 9
4. Methodology
A Pretest was conducted on 12/11/19 from 11:00am-5:00pm. 91 records were called and 10 interviews completed. The average length of interview
was 21.1 minutes.
In order to meet the research objectives, telephone interviews were conducted in English and Spanish among registered riders of Access-A-Ride.
Interviews were conducted between January 6, 2020 and February 7, 2020 by professional MDAC interviewers from MDAC’s call center.
In order to qualify for the study, customers had to currently live in one of the five boroughs of New York City. If customers were unable to participate
in the survey due to a physical or other condition, their personal caregiver or care attendant was interviewed. In 2019, 3% of customers (4% in
2018) had a personal care attendant respond on their behalf.
Customers were categorized into three user segments: Frequent Users, Occasional Users, and Infrequent Users. These groups were defined by the
frequency of AAR ride requests made between September and November 2019.
September - November 2019
AAR User Segment # of
Interviews Frequency of Ride Requests
% of
Registrants
% of
Requests
Frequent Users 1382 25+ requests 6% 79%
Occasional Users 626 7-24 requests 14% 16%
Infrequent Users 404 1-6 requests 24% 5%
Total 2412
Similar to the pretest, interviews averaged 21 minutes in length.
Using sampling techniques, we can estimate the responses of an entire population without having to interview the entire target group. There are
mathematical means to measure how close our random sample estimate comes to the ‘true’ value of the population. For the 2412 interviews
conducted for the Customer Satisfaction survey, we can expect the values from our sample to be within 2 percentage points of the true population
value, 95 percent of the time. That means, if we get a value of 50 percent from our sample, we can be 95 percent sure that the population value is
Methodology (continued)
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 10
somewhere between 48 and 52 percent. This measure of the difference of the sample value from the true value, called the ‘margin of error’, will
vary with the size of the sample and the results received. A chart detailing the margin of error is in Appendix B on page 90.
When reading the charts in this report, note that some percentages may not sum to 100% due to rounding. Additionally, all sample sizes (n) have
been weighted and therefore, due to rounding, subsets of the total sample may not always sum to the total sample.
It is important to note that there was no customer satisfaction survey conducted in 2002, 2009, or 2010.
Appendix B includes a chart showing the user segments surveyed by borough on page 91, and the weights on page 93, that were applied to this
year’s data.
Methodology (continued)
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 11
COUNT OF ACTIVE REGISTRANTS SEPTEMBER 2019
COUNTY
TOTAL
REGISTRANTS FREQUENT %REGS OCCASIONAL %REGS INFREQUENT %REGS TOTAL
BRONX 27,445 1,874 7% 4,256 16% 6,831 25% 12,961
KINGS 57,146 3,661 6% 8,485 15% 14,332 25% 26,478
NEW YORK 21,012 1,281 6% 3,126 15% 5,526 26% 9,933
QUEENS 40,214 2,443 6% 5,308 13% 9,341 23% 17,092
RICHMOND 13,180 708 5% 1,515 11% 2,848 22% 5,071
TOTAL 158,997 9,967 6% 22,690 14% 38,878 24% 71,535
Methodology (continued)
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 12
TRIP COUNT OF ACTIVE REGISTRANTS FOR SEPTEMBER - NOVEMBER 2019
COUNTY
TRIP
REQUESTS FREQUENT % TOTAL OCCASIONAL
%
TOTAL INFREQUENT % TOTAL
BRONX 477,641 382,104 80% 74,628 16% 20,909 4%
KINGS 937,316 739,263 79% 155,005 17% 43,048 5%
NEW YORK 350,197 272,824 78% 61,527 18% 15,846 5%
QUEENS 601,090 473,760 79% 97,898 16% 29,432 5%
RICHMOND 173,695 136,451 79% 28,282 16% 8,962 5%
TOTAL 2,539,939 2,004,402 79% 417,340 16% 118,197 5%
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 13
5. Important Factors that Drive Overall Satisfaction with Access-A-Ride
A logistic regression model was built using overall satisfaction with AAR (Q4) as the dependent variable. The potential predictor variables of overall
satisfaction with AAR were those variables identified by MDAC and MTA as potentially drivers of overall satisfaction. This subset was further
truncated to only include questions that were asked of the total sample. This final subset contained 9 variables: Q4 (dependent variable), Q3.1a,
b, c, d, e, f, g and Q38 (predictor variables)7. The data were weighted as described. (See page 92).
The resulting output of the logistic regression is: Logistic Regression of Q1: Overall Very Satisfied or Somewhat Satisfied with AAR
Weighting Variable: WEIGHT
Predictor
Variables Coefficient Std Error Coef/SE P
Constant -3.14380 0.32315 -9.73 0.0000
Res_Serv 1.09163 0.23630 4.62 0.0000
On_Time 1.56307 0.16446 9.50 0.0000
Drivers 1.11441 0.20291 5.49 0.0000
Vehicle 0.44400 0.20010 2.22 0.0265
Cust_Serv 1.11362 0.21661 5.14 0.0000
Last_Trip 0.53192 0.24098 2.21 0.0273
Deviance 1365.24
P-Value 1.0000
Degrees of Freedom 2173
Convergence criterion of 0.01 met after 4 iterations
Cases Included 2180 Missing Cases 232
7 Q3.1a=Reservation Service, Q3.1b=On-Time Performance, Q3.1c=AAR Drivers, Q3.1d=AAR Vehicle, Q3.1e=Communication about AAR customer services, Q3.1f=Communication about your trip on
the day it is provided, Q3.1g Communication about upcoming AAR trips, Q38=Satisfaction with last AAR trip
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 14
The odds ratios associated with this model are:
Logistic Regression Odds Ratios for Q4: Overall Very Satisfied or Somewhat Satisfied with AAR
Predictor 95% C.I. 95% C.I.
Variables Lower Limit Odds Ratio Upper Limit
Res_Serv 1.87 2.98 4.73
On_Time 3.46 4.77 6.59
Drivers 2.05 3.05 4.54
Vehicle 1.05 1.56 2.31
Cust_Serv 1.99 3.05 4.66
Last_Trip 1.06 1.70 2.73
We can interpret these odds ratios in the manner shown in this table:
Customers who were Very
Satisfied or Satisfied with …
… Were this many times more likely to be
Very Satisfied or Satisfied with AAR
AAR On Time Performance 4.77
AAR Drivers 3.05
AAR Customer Service 3.05
AAR Reservation Service 2.98
Their Last Trip 1.70
AAR Vehicles 1.56
Thus, on-time performance is a strong predictor of customers’ assessment of overall satisfaction with Access-A-Ride. In addition, Access-A-Ride
drivers, AAR customer services, and the AAR reservation service are also important predictors of customers' assessment of overall satisfaction with
Access-A-Ride. Their last Access-A-Ride Trip and Access-A-Ride vehicles also play a role in determining overall satisfaction. The model shows that a
person who is Very Satisfied or Satisfied with all 6 of these factors has a probability of 93.8% of being Very Satisfied or Satisfied with AAR overall.
By contrast, a person who is Very Satisfied or Satisfied with none of these factors has a probability of 4.1% of being Very Satisfied or Satisfied with
AAR overall. Thus, these factors collectively are hugely important in determining a customer’s overall satisfaction with AAR.
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 15
6. Important Factors that Drive Overall Satisfaction with Enhanced Broker Service (EBS)
A logistic regression model was built using overall satisfaction with the Enhanced Broker Service (Q45_2) as the dependent variable. The potential
predictor variables of overall satisfaction with the Enhanced Broker Service contained 9 variables: Q45_2 (dependent variable), Q45_3, Q45_4,
Q45_5, Q45_7, Q45_8, and Q45_9 (predictor variables).8 The data were weighted as described (See page 92).
The resulting output of the logistic regression is:
Logistic Regression of Q45_2: Overall Very Satisfied or Somewhat Satisfied with Enhanced Broker Service
Predictor
Variables Coefficient Std Error Coef/SE P
Constant -2.88968 0.38792 -7.45 0.0000
EBCallTxt 1.80535 0.28191 6.40 0.0000
EBCourtsy 2.66464 0.24964 10.67 0.0000
EBSClean 0.68467 0.28889 2.37 0.0178
Deviance 808.03
P-Value 1.0000
Degrees of Freedom 1077
Convergence criterion of 0.01 met after 4 iterations
Cases Included 1081 Missing Cases 1331
The odds ratios associated with this model are:
Logistic Regression Odds Ratios for Q45_2: Overall Very Satisfied or Somewhat Satisfied with Enhanced Broker Service
Predictor 95% C.I. 95% C.I.
Variables Lower Limit Odds Ratio Upper Limit
EBCallTxt 3.50 6.08 10.57
EBCourtsy 8.81 14.36 23.43
EBSClean 1.13 1.98 3.49
8 These predictor variables differ from those which are used to assess overall AAR satisfaction and do not include factors such as On Time Performance. Q45.3=Call or text when arrive, Q45.4=Drivers
courteous and professional, Q45.5=Drivers are careful and safe, Q45.7=Clean vehicle, Q45.8=availability of seat belts, Q45.9=temperature
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 16
We can interpret these odds ratios in the manner shown in this table:
Customers who were Very
Satisfied or Satisfied with …
… Were this many times more likely to be
Very Satisfied or Satisfied with EBS
EBS Driver Courtesy 14.36
EBS Driver Call/Text on Arrival 6.08
EBS Vehicle Clean 1.98
Thus, EBS Driver Courtesy is an extremely strong predictor of customers’ assessment of overall satisfaction with Enhanced Broker Service. In
addition, whether the driver calls or texts upon arrival is a very strong predictor of overall satisfaction with Enhanced Broker Service. The cleanliness
of the EBS vehicle is also an important predictor of customers’ assessment of overall satisfaction with Enhanced Broker Service.
A person who is satisfied with the EBS driver’s courtesy has an 93.5% probability of being satisfied with EBS overall. However, a person who is not
satisfied with the EBS driver’s courtesy has only a 29% probability of being satisfied with EBS overall.
The model shows that a person who is Very Satisfied or Satisfied with all 3 of these factors has a probability of 90.6% of being Very Satisfied or
Satisfied with EBS overall. By contrast, a person who is Very Satisfied or Satisfied with none of these factors has a probability of 5.3% of being Very
Satisfied or Satisfied with EBS overall. And a person who is Very Satisfied or Satisfied with 2 of these factors but not with EBS Driver Courtesy has a
probability of only 40.1% of being Very Satisfied or Satisfied with EBS overall.
Thus, these factors collectively are very important in determining a customer’s overall satisfaction with EBS, and Driver Courtesy is by far the largest
contributor to satisfaction with EBS.
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 17
7. Supporting Tables
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 18
7.1 Overall Satisfaction with Access-A-Ride
7.1A Overall Satisfaction with Access-A-Ride
Among All Users 2017-2019
Year
2017 2018 2019
n = 2303 2330 2412
% % %
Very Satisfied 30 46 39
Somewhat Satisfied 44 41 45
Total: Satisfied 74 86 84
Somewhat Dissatisfied 17 9 10
Very Dissatisfied 7 3 5
Total: Dissatisfied 24 13 15
Don't know/Refused 3 1 1
This question asked of: All Users
Q4
7.1B Overall Satisfaction with Access-A-Ride
Among Frequent/Occasional Users 2017-2019
Year
2017 2018 2019
n = 2003 2027 2008
% % %
Very Satisfied 29 46 38
Somewhat Satisfied 45 41 46
Total: Satisfied 74 87 84
Somewhat Dissatisfied 17 9 10
Very Dissatisfied 7 3 5
Total: Dissatisfied 23 12 15
Don't know/Refused 3 1 1
This question asked of: Frequent/Occasional Users
Q4
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 19
7.1C Overall Satisfaction with Access-A-Ride Service
By Borough of Residence
Among Frequent/Occasional Users 2019
Borough
Bronx Manhattan Queens Brooklyn Staten Island
n = 372 281 473 745 137
% % % % %
Very Satisfied 40 38 35 38 45
Somewhat Satisfied 43 44 49 46 41
Total: Satisfied 83 82 84 84 86
Somewhat Dissatisfied 11 13 10 10 9
Very Dissatisfied 5 4 5 6 4
Total: Dissatisfied 16 17 15 16 13
Don't know/Refused 1 <1 1 1 1
This question asked of: Frequent/Occasional Users
Q4
7.1D Overall Satisfaction with Access-A-Ride
Among Infrequent Users 2017-2019
Year
2017 2018 2019
n = 300 303 404
% % %
Very Satisfied 33 44 45
Somewhat Satisfied 38 40 40
Total: Satisfied 71 84 85
Somewhat Dissatisfied 18 11 10
Very Dissatisfied 9 5 5
Total: Dissatisfied 27 16 15
Don't know/Refused 3 0 1
This question asked of: Infrequent Users
Q4
Q4 Now please tell me how satisfied you are with Access-A-Ride, overall. Would you say you are...? Q4 Now please tell me how satisfied you are with Access-A-Ride, overall. Would you say you are...?
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 20
7.2 Reason for Overall Satisfaction rating of AAR
7.2A Reason for Overall Satisfaction Rating of AAR
Among All Users
2019
n= 2412
%
Not On Time/Poor On-Time Performance (Not Specific) 21
Other Positive/Satisfied Mentions 20
On-Time Performance/Don't Have To Wait/Arrive Early 19
Other Dissatisfied With Service Mentions 9
(Good) Availability Of Rides 8
Driver's Knowledge Of Routes/Knows Where He's Going 7
This question asked of: All Users
Each open end response may have been coded to more than one category, therefore the
sum of percentages for all response codes is greater than 100%.
This table lists the top 6 codes applied to open end responses. Of the remaining codes
not listed here, each was applied to less than 5% of the responses.
The codes listed above comprise 70% of the total responses to Q5. The remaining 30% of
responses were coded across more than 60 different categories.
Q5
Q5 Why did you give Access-A-Ride a satisfaction rating of ...?
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 21
7.3 Trip Requests and Authorized Trips
7.3A Trip Requests and Authorized Trips
By Borough of Residence
2019
Bronx
Trip Requests 1,730,669
Trips Authorized 1,490,186
Manhattan
Trip Requests 1,267,373
Trips Authorized 1,105,015
Queens
Trip Requests 2,164,743
Trips Authorized 1,908,449
Brooklyn
Trip Requests 3,407,545
Trips Authorized 2,981,394
Staten Island
Trip Requests 630,252
Trips Authorized 553,477
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 22
7.4 Access-A-Ride is a ‘Good Value for the Money’
7.4A Access-A-Ride is a 'Good Value for the Money'
Among All Users 2017-2019
Year
2017 2018 2019
n = 2303 2330 2412
% % %
Yes 91 96 95
No 6 3 3
Don't Know/Refused 3 1 2
This question asked of: All Users
Q7
7.4B Access-A-Ride is a 'Good Value for the Money'
Among Frequent/Occasional Users 2017-2019
Year
2017 2018 2019
n = 2003 2027 2008
% % %
Yes 91 96 96
No 6 3 3
Don't Know/Refused 3 1 2
This question asked of: Frequent/Occasional Users
Q7
Q7 Considering the fare and the service provided by Access-A-Ride, would you say it is a good value for the money?
Access-A-Ride is a ‘Good Value for the Money’ (continued)
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 23
7.4D Access-A-Ride is a 'Good Value for the Money'
Among Infrequent Users 2017-2019
Year
2017 2018 2019
n = 300 303 404
% % %
Yes 88 95 93
No 7 3 5
Don't Know/Refused 5 2 2
This question asked of: Infrequent Users
Q7
7.4C Access-A-Ride is a 'Good Value for the Money'
By Borough of Residence
Among Frequent/Occasional Users 2019
Borough
Bronx Manhattan Queens Brooklyn
Staten
Island
n = 372 281 473 745 137
% % % % %
Yes 95 96 97 95 98
No 4 3 3 2 2
Don't
Know/Refused 1 2 <1 3 0
This question asked of: Frequent/Occasional Users
Q7
Q7 Considering the fare and the service provided by Access-A-Ride, would you say it is a good value for the money?
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 24
7.4.1 Alternatives to Cash for Access-A-Ride
4.4.1A Alternatives to Cash
Among All Users 2017-2019
Q7.1 Alternatives to cash* Year
2017 2018 2019
n= 2330 2412
% % %
Paying online through OMNY n/a 11 7
Paying through the MyAAR app n/a 7 6
Using a TransitChek or similar employee commuter transit benefit program n/a 12 10
None of the above n/a 63 70
Don't Know/Refused n/a 7 7
This question asked of: All Users
* New question in 2018
Q7, Q7.1
Q7.1 Which of the following alternatives to cash would you consider to pay for your Access-A-Ride trip?
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 25
7.5 Change in Overall Access-A-Ride Service
7.5B Overall Access-A-Ride Service
Among Frequent/Occasional Users 2017-2019
Year
2017 2018 2019
n = 2003 2027 2008
% % %
Improved 36 55 48
Stayed the same 39 36 37
Gotten worse 19 5 9
Don't Know/Refused 6 4 6
This question asked of: Frequent/Occasional Users
Q3
7.5A Overall Access-A-Ride Service
Among All Users 2017-2019
Year
2017 2018 2019
n = 2303 2330 2412
% % %
Improved 36 53 46
Stayed the same 54 37 38
Gotten worse 5 6 8
Don't Know/Refused 5 5 7
This question asked of: All Users
Q3
Q3 Would you say that during the past year, overall, Access-A-Ride service has ...?
Change in Overall Access-A-Ride Service (continued)
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 26
7.5C Overall Access-A-Ride Service
By Borough of Residence
Among Frequent/Occasional Users 2019
Borough
Bronx Manhattan Queens Brooklyn Staten Island
n = 372 281 473 745 137
% % % % %
Improved 45 46 48 50 46
Stayed the same 38 38 38 36 44
Gotten worse 10 8 9 9 7
Don't Know/Refused 7 8 6 5 3
This question asked of: Frequent/Occasional Users
Q3
7.5D Overall Access-A-Ride Service
By Borough of Residence
Among All Users - 2019
Borough
Bronx Manhattan Queens Brooklyn Staten Island
n = 443 336 574 892 168
% % % % %
Improved 43 47 46 48 42
Stayed the same 40 38 39 37 45
Gotten worse 9 7 9 8 7
Don't Know/Refused 8 8 6 7 5
This question asked of: All Users
Q3
Q3 Would you say that during the past year, overall, Access-A-Ride service has ...?
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 27
7.5E Overall Access-A-Ride Service
Among Infrequent Users 2017-2019
Year
2017 2018 2019
n = 300 303 404
% % %
Improved 32 41 39
Stayed the same 57 41 43
Gotten worse 3 7 5
Don't Know/Refused 7 11 12
This question asked of: Infrequent Users
Q3
Q3 Would you say that during the past year, overall, Access-A-Ride service has ...?
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 28
7.6 Overall Satisfaction with Last Access-A-Ride Trip
7.6B Overall Satisfaction with Last Access-A-Ride Trip
Among Frequent/Occasional Users 2017-2019
Year
2017 2018 2019
n = 2003 2027 2008
% % %
Very Satisfied 65 69 70
Somewhat Satisfied 20 20 17
Total: Satisfied 85 90 87
Somewhat Dissatisfied 7 5 5
Very Dissatisfied 6 5 7
Total: Dissatisfied 13 9 12
Don't know/Refused 2 1 1
This question asked of: Frequent/Occasional Users
Q38
7.6A Overall Satisfaction with Last Access-A-Ride Trip
Among All Users 2017-2019
Year
2017 2018 2019
n = 2303 2330 2412
% % %
Very Satisfied 65 69 70
Somewhat Satisfied 20 20 17
Total: Satisfied 85 89 87
Somewhat Dissatisfied 7 5 5
Very Dissatisfied 6 5 7
Total: Dissatisfied 13 10 12
Don't know/Refused 2 1 1
This question asked of: All Users
Q38
Q38 Now, thinking about when you were last picked up by Access-A-Ride, overall, were you...?
Overall Satisfaction with Last Access-A-Ride Trip (continued)
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 29
7.6C Overall Satisfaction with Last Access-A-Ride Trip
By Borough of Residence
Among Frequent/Occasional Users 2019
Borough
Bronx Manhattan Queens Brooklyn Staten Island
n = 372 281 473 745 137
% % % % %
Very Satisfied 72 67 68 71 76
Somewhat Satisfied 16 18 20 16 15
Total: Satisfied 88 85 88 87 91
Somewhat Dissatisfied 4 5 4 5 3
Very Dissatisfied 8 6 7 7 6
Total: Dissatisfied 12 11 11 12 9
Don't know/Refused 1 2 1 1 0
This question asked of: Frequent/Occasional Users
Q38
Q38 Now, thinking about when you were last picked up by Access-A-Ride, overall, were you...?
Overall Satisfaction with Last Access-A-Ride Trip (continued)
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 30
7.6D Overall Satisfaction with Last Access-A-Ride Trip
Among Infrequent Users 2017-2019
Year
2017 2018 2019
n = 300 303 404
% % %
Very Satisfied 63 67 71
Somewhat Satisfied 21 21 19
Total: Satisfied 84 88 90
Somewhat Dissatisfied 6 5 4
Very Dissatisfied 7 5 5
Total: Dissatisfied 13 11 9
Don't know/Refused 3 1 1
This question asked of: Infrequent Users
Q38
Q38 Now, thinking about when you were last picked up by Access-A-Ride, overall, were you...?
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 31
7.7 Changes in Access-A-Ride Reservation Service
7.7A Changes in Access-A-Ride Reservation Service
Among Frequent/Occasional Users
2017-2019
Year
2017 2018 2019
n = 2003 2027 2008
% % %
Improved 37 42 36
Stayed the same 54 52 58
Gotten worse 5 3 3
Other1 n/a 0 0
Don't Know/Refused 4 3 3
This question asked of: Frequent/Occasional Users
1. This was not an answer option in 2017
Q40F
Q40F Now think again about making reservations for a ride. In the past three months, would you say that Access-A-Ride’s Reservation
Service has...?
Changes in Access-A-Ride Reservation Service (continued)
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 32
7.7B Changes in Access-A-Ride Reservation Service
By Borough of Residence
Among Frequent/Occasional Users 2019
Borough
Bronx Manhattan Queens Brooklyn Staten Island
n = 372 281 473 745 137
% % % % %
Improved 40 33 34 36 32
Stayed the same 56 60 58 59 63
Gotten worse 3 4 4 1 3
Other 0 0 0 0 0
Don't Know/Refused 2 3 4 4 2
This question asked of: Frequent/Occasional Users
Q40F
Q40F Now think again about making reservations for a ride. In the past three months, would you say that Access-A-Ride’s Reservation
Service has...?
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 33
7.8 Reasons for Changes in Access-A-Ride Reservation Service
7.8A Ways in Which the Access-A-Ride Reservation Service Has Improved/Gotten Worse by Perceptions of Changes in Access-A-Ride Reservation
Service Among Frequent/Occasional Users
2019
Improved 1 Gotten Worse 2
n= 713 n= 49
% %
Phone Answering Promptness/Less Hold Time/Less Wait To
Get To A Person/Have More Operators 22 All Other Specific Negative References To Service 31
On-Time Performance/Waiting Time/Pick-Up, Drop-Off On
Time (Positive) 17 Rude/Impatient Reservationists 18
Manner/Performance Of Reservationists/Dispatchers/More
Courteous/Friendly/Patient/Helpful 17
On-Time Performance/Waiting Time/Pick-Up, Drop-Off On
Time (Negative) 12
All Other Specific Positive References To Service 16 Reliability/Dependability (Negative) 10
Reliability/Dependability (Positive) 8 (Sometimes) They Don't Show Up 10
Availability Of Rides/Can Schedule A Ride Right
Away/Get/Close To The Time I Need 4 Reservationists Aren't Professional (Chew Gum, Etc.) 6
Reservationists Are More Professional/Follow A Script/Are All
Business 4 Can't Understand Them/Don't Speak English 6
Reservationists Are Faster/Book Trips Faster/Call Back
Quicker 3
Errors/Put Down Wrong Information For Pick-Ups (Address,
Time, Vehicles, Etc.)/Trip Not Booked 5
Don't Know/Refused 3 Reference To Ride Performance 5
More Thorough/Read Information Back To You 3 Get Put On Hold Too Long/Too Frequently 5
They Speak Clearly/Not Too Fast/More People Speak
English/Can Understand Them 3 Personnel/“People” (Not Specific) 3
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 34
This question asked of: Frequent/Occasional Users who feel the Reservation Service has either improved or gotten worse in the past 3 months
Each open end response may have been coded to more than one category; therefore the sum of percentages for all response codes is greater than 100%.
1. This table lists the top 12 codes applied to open end responses. Of the remaining codes not listed here, each was applied to less than 3% of the responses.
The codes listed here comprise 87% of the total responses to Q40G. The remaining 13% of responses were coded across 35 different categories.
2. This table lists the top 12 codes applied to open end responses. Of the remaining codes not listed here, each was applied to less than 3% of the responses.
The codes listed here comprise 90% of the total responses to Q40G. The remaining 10% of responses were coded across 6 different categories.
Q40G
Q40G In what ways has the Reservation Service (improved/gotten worse)?
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 35
7.9 Expected Future Usage of Access-A-Ride
7.9B Expected Future Usage of Access-A-Ride
Among Frequent/Occasional Users
2017 - 2019
Year
2017 2018 2019
n = 2003 2027 2008
% % %
More often 22 24 25
Less often 2 2 1
About the same 43 51 47
Not sure 1 n/a n/a 25
Don't know/Refused 34 23 1
This question asked of: Frequent/Occasional Users
1. This answer choice new in 2019
Q50B
7.9A Expected Future Usage of Access-A-Ride
Among All Users 2017-2019
Year
2017 2018 2019
n = 2303 2330 2412
% % %
More often 22 24 25
Less often 2 2 1
About the same 41 50 45
Not Sure 1 n/a n/a 26
Don't know/Refused 35 24 2
This question asked of: All Users
1. This answer choice was new in 2019
Q50B
Expected Future Usage of Access-A-Ride (continued)
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 36
7.9C Expected Future Usage of Access-A-Ride
By Borough of Residence
Among Frequent/Occasional Users 2019
Borough
Bronx Manhattan Queens Brooklyn Staten Island
n = 372 281 473 745 137
% % % % %
More often 29 25 23 25 30
Less often 1 1 2 1 1
About the same 46 50 47 46 47
Not Sure 23 23 26 27 21
Don't know/Refused 1 1 2 1 1
This question asked of: Frequent/Occasional Users
Q50B
Q50B In the next year or so would you expect to use Access-A-Ride, including vans, taxi rides and broker cars...?
Expected Future Usage of Access-A-Ride (continued)
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 37
7.9D Expected Future Usage of Access-A-Ride
Among Infrequent Users
2017-2019
Year
2017 2018 2019
n = 300 303 404
% % %
More often 21 29 25
Less often 2 3 2
About the same 30 40 38
Not Sure 1 n/a n/a 31
Don't know/Refused 46 28 3
This question asked of: Infrequent Users
1. This answer choice new in 2019
Q50B
Q50B In the next year or so would you expect to use Access-A-Ride, including vans, taxi rides and broker cars...?
Expected Future Usage of Access-A-Ride (continued)
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 38
7.9E Reasons Why Expect to Use AAR Less Often in the Next Year
2017 - 2019
2017 2018 2019
2019
Frequent
Users
Occasional
Users
Infrequent
Users
n= 42 40 35 19 8 8
% % % % % %
Total: Less need 60 62 58 76 33 41
Healthier/Better physical shape 17 30 29 40 16 16
Fewer doctor's appointments 10 8 3 0 12 0
Working less/Retired 15 5 14 26 0 0
Don't go out as much 9 16 0 0 0 0
No need (not specific) 5 3 9 10 5 10
Moving 3 0 3 0 0 15
They are unreliable 17 6 2 0 0 10
Medical limitations (i.e., less able to go out) 16 11 20 13 25 31
Services (Other) 9 0 15 11 28 10
People/Personnel/Poor treatment 9 0 2 3 0 0
Weather Conditions n/a n/a 3 0 0 15
Uncomfortable Vehicle n/a n/a 6 4 16 0
Other n/a 4 2 3 0 0
This question asked of: Those who expect to use AAR less often in the next year
Each open end response may have been coded to more than one category, therefore the sum of percentages for all response codes is
greater than 100%.
Q50C
Q50C Why do you expect to use Access-A-Ride less often in the next year or so?
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 39
7.10 Specific Aspects of Access-A-Ride Service
7.10A Satisfaction with Specific Aspects of Access-A-Ride Service
All Users
2018-2019*
Year
2018 2019
n = 2330 2412
% satisfied ("very" or "somewhat" satisfied): % %
3.1A - Reservation service 94 93
3.1B - On-Time Performance 83 84
3.1C - Access-A Ride Drivers 89 90
3.1D - Access-A-Ride Vehicle 86 87
3.1E - Communication about Access-A-Ride customer services 89 88
3.1F - Communication about your trip on the day it is provided 90 91
3.1G - Communication about upcoming Access-A-Ride trips 89 90
3.1L - Trip provided by Enhanced Broker 1,2 n/a 61
3.1M - Ease of use of the MyAAR App 1,2 n/a 21
3.1O - Ease of use of the MTA Website 1,2 n/a 19
3.1P - Eligibility Assessment Center operation 1,2 n/a 77
This question asked of: All Users
Q3.1
* New question in 2018
1. This question was not asked in 2018
2. A significantly large number of customers chose "n/a" as their response to this question
Q3.1A - Q3.1P Now I would like you to rate your satisfaction with the following aspects of Access-A-Ride. For each aspect, please tell me
if you were Very Satisfied, Somewhat Satisfied, Somewhat Dissatisfied, or Very Dissatisfied.
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 40
7.10B Satisfaction with Specific Aspects of Access-A-Ride Service
Among Frequent Users
2017-2019
Year
2017 2018 2019
n = 1378 1389 1382
% satisfied ("very" or "somewhat" satisfied): % % %
Reservations
Q42A - Being able to get through to make a reservation 91 95 94
Q42C - The courtesy of the reservations staff 92 96 96
Q42C1 - The competence of the reservations staff 90 93 95
Q42D - The ability to get a ride for the day or time you request it 87 91 91
Q42E - The time it takes to confirm the reservation 92 94 94
Q42H - The ease of understanding what the reservation agent was saying 1 n/a 94 95
Q42I - Confirmation of your reservation the evening before your trip 1 n/a 90 96
Q42J - Messages about the arrival of your vehicle 1 n/a 88 88
Blue-and-White Vehicles
n=
1323x 513
Q44G - Overall cleanliness of your vehicle 1,2 n/a 90 93
Q44H - Availability of seatbelts 1,2 n/a 93 96
Q44I - Temperature of the vehicle (neither too hot or too cold) 1,2 n/a 95 96
n=
595* 101
Q44K - Ease of deployment of the ramp 1,2,3 n/a 45 84
n= 586+ 349
Q44L - Ease of deployment of the lift 1,2,4 n/a 82 82
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 41
This question asked of: Frequent Users
1. This question new in 2018
2. This question asked of: Those who indicated they rode in a blue-and-white AAR Vehicle
3. This question asked of: Those who indicated they rode in an MV-1 (SUV)
4. This question asked of: Those who indicated they rode in a van
X In 2018 This question was asked of those who rode in a blue-and-white vehicle, yellow or green taxi, or broker service
* In 2018 This question was asked of those who indicated they rode in a yellow or green taxi or car service
+ In 2018 This question was asked of those who indicated they rode in any blue-and-white AAR vehicle
Q42A - Q44L Now thinking about your experience with Access-A-Ride in the past 3 months, I’d like you to tell me how satisfied you are with some specific
aspects of Access-A-Ride service. Please tell me if you were Very Satisfied, Somewhat Satisfied, Somewhat Dissatisfied, or Very Dissatisfied.
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 42
7.11 Enhanced Broker Service
7.11A Enhanced Broker Service
All Users 2019*
Q45.1 Have you used our new Enhanced Broker Service which began in March of this year? %
n= 2412
Yes 50
n= 1215
Q45.2 - Satisfied with the Enhanced Broker Service (% Satisfied; either "very" or "somewhat") 1 81
Q45.3 - Enhanced Broker Service called or texted when they arrived (% "Yes") 1 90
Q45.4 - Enhanced Broker drivers were courteous and professional (% "Yes") 1 88
Q45.5 - Enhanced Broker drivers operated the vehicle in a careful and safe manner (% "Yes") 1 93
Staten Island - Infrequent 61 15.10% 2815 7.60% 30.716 0.50354
Total -Infrequent 404 37025 404
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 94
11. Appendix C – 2019 Survey Revisions
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 95
11.1 2018 Questions removed from the 2019 Questionnaire
Q22_1b. How did you reserve your yellow or green taxi or car service?
Q20. What type of support device or assistance do you use?
Q40M. When making a reservation have you requested a taxi / car service authorization?
Q44_91. Have you used the E-hail service?
Q44_92. How satisfied are you with the E-hail ride service?
Q45Z. How important is the ability to request and receive a ride on the same day?
Q44_93. Did the E-hail driver call you when they arrived?
Q44_97. Would you be willing to pay a premium price, say for example $5.50, for an E-hail trip to the airport or outside of your borough?
D21. How well do you speak English?*
*This question was assessed by the interviewer and not asked of the customer.
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 96
11.2 New Questions added for the 2019 Questionnaire
*Questions marked with a * are not new in 2019. However, possible answer choices for the question have been edited.
Q3.1. Now I would like you to rate your satisfaction with the following aspects of Access-A-Ride. For each aspect, please tell me if you were
Very Satisfied, Somewhat Satisfied, Somewhat Dissatisfied, or Very Dissatisfied.
Q3.1l. Trip provided by Enhanced Broker
Q3.1m. Use or functionality of the MyAAR App
Q3.1o. Use or functionality of the MTA Website
Q3.1p. Eligibility Assessment Center operation
*Q22.1. Still thinking about when you were last picked up by Access-A-Ride, which type of vehicle did you ride in?
02 An Enhanced Broker Service Vehicle
*Q21C. If you were on your way to a scheduled appointment, were you dropped off on time for your appointment?
03 I was not on the way to a scheduled appointment
Q40.6A. Are you currently using the myMTA App?
Q40.6B. With some guidance, would you be willing to install the myMTA App to learn about and manage your Access-A-Ride trips?
*Q40.7. How do you most often make a reservation?
02 Through the myAAR app
03 Through the MTA website
04 E-hail Pilot Program
Q45.1. Have you used our new Enhanced Broker Service which began in March 2019?
Q45.2. How satisfied are you with the Enhanced Broker Service…?
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 97
Q45.3. In general, did the Enhanced Broker Service call or text when they arrived?
Q45.4. In general, have the Enhanced Broker driver courteous and professional?
Q45.5. In general, did the Enhanced Broker driver operate the vehicle in a careful and safe manner?
Q45.7. In general, have the Enhanced Broker vehicles been clean?
Q45.8. In general, were seat belts available in your Enhanced Broker vehicle?
Q45.9. In general, how was the temperature in your Enhanced Broker vehicle?
Q44.60C. How often do you use your MetroCard?
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 98
12. Appendix D – Questionnaire
Questionnaire (continued)
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 99
MDAC
November 2019
ACCESS-A-RIDE CUSTOMER SATISFACTION STUDY 2019
QUOTAS
Borough Frequent Users
Occasional
Users
Infrequent
Users
Total
Interviews
Bronx 300 125 85 510
Manhattan 300 125 85 510
Queens 300 125 85 510
Brooklyn 300 125 85 510
Staten Island 175 125 60 360
TOTAL 1,375 625 400 2,400
Screening Questionnaire
QS1B - SUBSCRIBER TYPE (RECORD FROM SAMPLE, DO NOT ASK)
01 Conditional 61%
02 Full 39%
Questionnaire (continued)
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 100
QS1 - Hello, my name is and I’m calling on behalf of MTA New York City Transit. May I speak to (NAME OF CUSTOMER ON LIST)?
01 Speaking 96% → SKIP TO QS2.
02 I’ll get her/him 1% → REINTRODUCE YOURSELF WHEN CUSTOMER COMES TO PHONE, THEN SKIP TO QS2.
03 Not available/not here right now 0% → ARRANGE FOR CALLBACK
04 Person cannot speak due to physical/other condition 3%
98 Refused 0% → TERMINATE, CODE AS ‘REFUSED’
QS1A - May I speak to their personal caregiver or care attendant?
01 Yes 100%
02 No 0% → TERMINATE, CODE AS ‘REFUSAL’
03 Person unavailable 0% → RECORD PERSON’S NAME, SCHEDULE CALLBACK
QS2. - Introduce self, if necessary. We are conducting a survey for MTA New York City Transit to learn about its Paratransit customers’ experiences with
Access-A-Ride, and how satisfied they are with the service. As you may recall, we sent you a letter in early January informing you about the survey.
As an Access-A-Ride customer, your opinions are very important. By participating, you can help us to make sure our survey of Access-A-Ride
customers accurately represents everyone who uses the service. [IF S1A (01)] INSERT: As the customer’s caregiver or care attendant please provide
answers from the actual customer and not your opinions.] This call may be monitored for quality control purposes. Can I continue?
01 OK, Continue 100%
02 Can’t talk now 0% → ARRANGE FOR CALLBACK
98 Refused 0% → THANK AND TERMINATE, CODE AS ‘REFUSAL’
Questionnaire (continued)
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 101
QA. - Before getting to the main subject of the survey, I need to ask you a few preliminary questions. First, what borough do you live in? (DO NOT READ
LIST.)
01 The Bronx 18%
02 Manhattan 14%
03 Queens 24%
04 Brooklyn 37%
05 Staten Island 7%
06 No longer live in NYC 0% → THANK AND TERMINATE
98 Refused 0% → THANK AND TERMINATE
QB - RECORD CUSTOMER’S GENDER (DO NOT ASK):
01 Male 21%
02 Female 79%
QC - Do you or does anyone in your immediate family work for…? (READ ENTIRE LIST. ACCEPT MULTIPLE RESPONSES)
01 A local transit agency, such as the MTA, New York City Transit, Metro-North Railroad, Long Island Rail Road, Staten Island Railway, the PATH, Bridges
and Tunnels, or New Jersey Transit 0% → THANK AND TERMINATE
02 A media, marketing, or advertising company 0% → THANK AND TERMINATE
03 A market research firm 0% → THANK AND TERMINATE
96 DO NOT READ: None of the above 100%
98 DO NOT READ: Refused 0% → THANK AND TERMINATE
99 DO NOT READ: Don’t know 0% → THANK AND TERMINATE
Questionnaire (continued)
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 102
OVERALL EXPERIENCE WITH ACCESS-A-RIDE
Q4 - Now please tell me how satisfied you are with Access-A-Ride, overall. Would you say you are…? (READ LIST) (INTERVIEWER CLARIFY: If
"satisfied" or "dissatisfied", ask "Is that very or somewhat?")
01 Very Satisfied 39%
02 Somewhat Satisfied 45%
03 Somewhat Dissatisfied 10%
04 Very Dissatisfied 5%
05 DO NOT READ: Refused <1% → SKIP TO Q3.
06 DO NOT READ: Don’t know 1% → SKIP TO Q3.
Q5 - Why did you give Access-A-Ride a satisfaction rating of (INSERT ANSWER TO Q4.)? (CLARIFY & PROBE.) (INTERVIEWER TYPE “NA” FOR DON’T KNOW
OR REFUSED)
Q3. - Would you say that during the past year, overall, Access-A-Ride service has ...? (READ LIST)
01 Improved 46%
02 Stayed about the same 38%
03 Gotten worse 8%
98 DO NOT READ: Refused 1%
99 DO NOT READ: Don’t know 6%
Questionnaire (continued)
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 103
Q3.1 - Now I would like you to rate your satisfaction with the following aspects of Access-A-Ride. For each aspect, please tell me if you were Very Satisfied,
Somewhat Satisfied, Somewhat Dissatisfied, or Very Dissatisfied. (READ FIRST ITEM. THEN SAY: “How about…?” REPEAT SCALE AS NECESSARY)
(INTERVIEWER CLARIFY: If "satisfied" or "dissatisfied", ask "Is that very or somewhat?")
Q7 - Considering the fare and the service provided by Access-A-Ride, would you say it is…? (READ LIST)
01 A good value for the money 95%
02 Not a good value for the money 3%
98 DO NOT READ: Refused <1%
99 DO NOT READ: Don’t know 2%
Questionnaire (continued)
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 104
ALTERNATIVE PAYMENT
Q7.1 - Which of the following alternatives to cash would you consider to pay for your Access-A-Ride trip? (READ LIST) (DO NOT READ: If a person doesn’t
understand what OMNY is-OMNY is the MTA’s new fare payment system. With OMNY, you can use your own contactless card or smart device to make
fare payments and enter the system.)
01 Paying online through OMNY 7%
02 Paying through the MyAAR app 6%
03 Using a TransitChek or similar employee commuter transit benefit program 10%
97 DO NOT READ: None of the above 70%
98 DO NOT READ: Refused 1%
99 DO NOT READ: Don’t know 6%
OVERALL ASSESSMENT OF LAST TRIP
Q38 - Now, thinking about when you were last picked up by Access-A-Ride, overall, were you…? (READ LIST) (INTERVIEWER CLARIFY: If "satisfied" or
"dissatisfied", ask "Is that very or somewhat?")
01 Very satisfied 70%
02 Somewhat Satisfied 17%
03 Somewhat Dissatisfied 5%
04 Very dissatisfied 7%
98 DO NOT READ: Refused <1%
99 DO NOT READ: Don’t know 1%
Questionnaire (continued)
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 105
Q22.1 - Still thinking about when you were last picked up by Access-A-Ride, which type of vehicle did you ride in? (READ ENTIRE LIST. RECORD ONE ANSWER.)
(DO NOT READ: If needed, "Enhanced broker service uses taxis and for-hire vehicles to deliver Access-A-Ride service".)
01 A blue-and-white Access-A-Ride vehicle 37%
02 An Enhanced Broker Service Vehicle 53% → SKIP TO 23A
03 DO NOT READ I can’t recall which vehicle 3% → SKIP TO Q23A
04 DO NOT READ: Other (SPECIFY:) 5% → SKIP TO Q23A
98 DO NOT READ: Refused 0%→ SKIP TO Q23A
99 DO NOT READ: Don’t know 2%→ SKIP TO Q23A
Q22_1A - What type of blue-and-white Access-A-Ride vehicle did you ride in?
01 A van 69%
02 A MV (SUV) 16%
03 A sedan 7%
98 DO NOT READ: Refused <1 %
99 DO NOT READ: Don’t know 8%
Q30.1. - Still thinking about your last Access-A-Ride trip. Did the driver offer you assistance to get into or out of the vehicle?
01 Yes 89%
02 No 9%
98 DO NOT READ: Refused <1%
99 DO NOT READ: Don’t know 1%
Q21A. - Still thinking about your last Access-A-Ride trip. Were you picked up within 30 minutes of your scheduled pick-up time?
01 Yes 91%
02 No 8%
98 DO NOT READ: Refused 0%
99 DO NOT READ: Don’t know 1%
Questionnaire (continued)
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 106
Q21C. - If you were on your way to a scheduled appointment, were you dropped off on time for your appointment?
01 Yes 88%
02 No 7%
03 I was not on the way to a scheduled appointment 4%
98 DO NOT READ: Refused 0%
99 DO NOT READ: Don’t know 1%
Q23. - Was the driver courteous and professional?
01 Yes 97%
02 No 2%
98 DO NOT READ: Refused <1%
99 DO NOT READ: Don’t know 1%
Q23A. - Did the driver operate the vehicle in a careful and safe manner?
01 Yes 97% → SKIP TO Q40.3
02 No 2%
98 DO NOT READ: Refused <1% → SKIP TO Q40.3
99 DO NOT READ: Don’t know 1% → SKIP TO Q40.3
Q23B.- In what way(s) did the driver not operate the vehicle in a careful and safe manner? (check all that apply) (READ LIST)
01 Drove too fast 57%
02 Drove too slow 3%
03 Talked or texted on cellphone 33%
04 Disobeyed (broke) a traffic law (e.g. ran a red light, did not stop at a stop sign, etc.) 31%
98 DO NOT READ: Refused 5%
99 DO NOT READ: Don’t know 7%
Questionnaire (continued)
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 107
ACCESS-A-RIDE PERFORMANCE IN GENERAL
Q40.3 - Do you have a cell phone?
01 Yes 95%
02 No 5% → SKIP TO D3A
98 DO NOT READ: Refused <1% → SKIP TO D3A
99 DO NOT READ: Don’t know <1%→ SKIP TO D3A
Q40.4 - Do you own a smart phone? A smart phone is a cell phone that can be used to access the internet, like a computer.
01 Yes 61%
02 No 37% → SKIP TO D3A
98 DO NOT READ: Refused <1% → SKIP TO D3A
99 DO NOT READ: Don’t know 2% → SKIP TO D3A
Q40.5 - Do you carry your cell phone or smart phone with you when you travel with Access-a-Ride?
01 Yes 99%
02 No 1%
98 DO NOT READ: Refused 0%
99 DO NOT READ: Don’t know 0%
Q40.6 - Are you or would you be willing to receive text messages to learn about and manage your Access-A-Ride trip?
01 Yes 81%
02 No 17%
98 DO NOT READ: Refused <1%
99 DO NOT READ: Don’t know 1%
Questionnaire (continued)
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 108
Q40.6A. - Are you currently using the myMTA App? (DO NOT READ: If needed, "MyMTA is our all-in-one app for Subways, Buses, LIRR and Metro-North
trains, and Access-A-Ride customers, that gives you everything you need to plan and complete your travel.")
01 Yes 21%→ SKIP TO D3A
02 No 76%
98 DO NOT READ: Refused <1% → SKIP TO D3A
99 DO NOT READ: Don’t know 3% → SKIP TO D3A
Q40.6B. -With some guidance, would you be willing to install the myMTA App to learn about and manage your Access-A-Ride trips? (DO NOT READ: If needed,
"MyMTA is our all-in-one app for Subways, Buses, LIRR and Metro-North trains, and Access-A-Ride customers, that gives you everything you need to plan
and complete your travel.")
01 Yes 52%
02 No 42%
98 DO NOT READ: Refused 1%
99 DO NOT READ: Don’t know 5%
D3A - When traveling, do you normally use a support device, service animal or other form of assistance not including a personal care attendant?
01 Yes 77%
02 No 23%
98 DO NOT READ: Refused <1%
99 DO NOT READ: Don’t know 1%
Q40.7. - How do you most often make a reservation? (READ LIST)
01 Through Access-A-Ride advance reservations call center 93%
02 Through the myAAR app (hide if Q3.1m=97,98,99) 3%
03 Through the MTA website (hide if Q3.1o=97,98,99) 2%
04 E-hail Pilot Program 1%
05 DO NOT READ: Other 1% → CLARIFY & PROBE.
98 DO NOT READ: Refused <1%
99 DO NOT READ: Don’t know 1%
Questionnaire (continued)
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 109
Q40F. - Now think again about making reservations for a ride. In the past three months, would you say that Access-A-Ride’s Reservation Service has…?
(READ LIST.)
01 Improved 35%
02 Stayed about the same 58% → SKIP TO Q40N.
03 Gotten worse 2%
04 DO NOT READ: Other (open end--CLARIFY & PROBE.) 1%→ SKIP TO Q40N.
98 DO NOT READ: Refused 1% → SKIP TO Q40N.
99 DO NOT READ: Don’t know 3% → SKIP TO Q40N.
Q40G. - In what ways has the Reservation Service (INSERT ANSWER TO Q40F)? (CLARIFY & PROBE.) (INTERVIEWER TYPE “NA” FOR DON’T KNOW OR
REFUSED)
Q40N. - After submitting receipts for reimbursement, has the time to receive your reimbursement…
(READ LIST)
01 Gotten shorter 3%
02 Stayed the same 17%
03 Gotten longer 10%
96 DO NOT READ: I have not received my reimbursement 7%
97 DO NOT READ: Never submitted receipts for reimbursement 56%
98 DO NOT READ: Refused 1%
99 DO NOT READ: Don’t know 7%
Questionnaire (continued)
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 110
SATISFACTION WITH SPECIFIC ASPECTS OF ACCESS-A-RIDE SERVICE
Q42. Now thinking about your experience with Access-A-Ride in the past 3 months, I’d like you to tell me how satisfied you are with some specific aspects
of Access-A-Ride service. Please tell me if you were Very Satisfied, Somewhat Satisfied, Somewhat Dissatisfied, or Very Dissatisfied. (READ FIRST
ITEM. THEN SAY: “How about…?” REPEAT SCALE AS NECESSARY. DO NOT READ REFUSED OR DON’T KNOW.) (INTERVIEWER CLARIFY: If
"satisfied" or "dissatisfied", ask "Is that very or somewhat?")
Ver
y
Sati
sfie
d
Som
ewh
at
Sati
sfie
d
Som
ewh
at
Dis
sati
sfie
d
Ver
y
Dis
sati
sfie
d
No
t
Ap
plic
able
Ref
use
d
Do
n’t
Kno
w
Q42a - Being able to get through to make a reservation 1 70% 2 25% 3 2% 4 1% 97 2% 98 <1% 99 <1%
Q42c - The courtesy of the reservations staff (IF NECESSARY READ:
“Was the reservations staff polite and respectful?”)
1 80% 2 16% 3 1% 4 1% 97 2% 98 <1% 99 <1%
Q42c1 - The competence of the reservations staff (IF NECESSARY
READ: “Did the reservations staff seem to know how to
perform their job?”)
1 73% 2 21% 3 2% 4 1% 97 1% 98 <1% 99 <1%
Q42d - The ability to get a ride for the day or time you request it 1 61% 2 30% 3 4% 4 2% 97 1% 98 1% 99 1%
Q42e - The time it takes to confirm the reservation 1 70% 2 24% 3 2% 4 1% 97 1% 98 <1% 99 1%
Q42h - The ease of understanding what the reservation agent was
saying
1 71% 2 23% 3 3% 4 <1% 97 2% 98 <1% 99 1%
Q42i. - Confirmation of your reservation the evening before your
Trip
1 79% 2 16% 3 1% 4 <1% 97 2% 98 <1% 99 1%
Q42j. - Messages about the arrival of your vehicle 1 63% 2 24% 3 5% 4 3% 97 3% 98 <1% 99 1%
Q44i. - Temperature of the vehicle (neither too hot or too cold) 1 71% 2 24% 3 2% 4 1% 97 1% 98 1% 99 1%
Only if MV- 1 (SUV) [Q22_1A (02)]
Q44k. - Ease of deployment of the ramp 1 60% 2 22% 3 1% 4 0% 97 15% 98 1% 99 1%
Only if Van [Q22_1A (01)]
Q44l. - Ease of deployment of the lift 1 61% 2 18% 3 2% 4 1% 97 14% 98 1% 99 3%
Questionnaire (continued)
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 111
Q45.1. - Have you used our new Enhanced Broker Service which began in March of this year?
01 Yes 50%
02 No 35% → SKIP TO Q44.60
98 DO NOT READ: Refused <1% → SKIP TO Q44.60
99 DO NOT READ: Don’t know 14% → SKIP TO Q44.60
Q45.2. - How satisfied are you with the Enhanced Broker Service …? (READ LIST) (INTERVIEWER CLARIFY: If "satisfied" or "dissatisfied", ask "Is that very
or somewhat?")
01 Very Satisfied 54%
02 Somewhat Satisfied 27%
03 Somewhat Dissatisfied 8%
04 Very dissatisfied 10%
98 DO NOT READ: Refused <1%
99 DO NOT READ: Don’t know 1%
Q45.3. - In general, have the Enhanced Broker Service called or texted when they arrived?
01 Yes 90%
02 No 7%
98 DO NOT READ: Refused <1%
99 DO NOT READ: Don’t know 2%
Q45.4. - In general, have the Enhanced Broker drivers been courteous and professional?
01 Yes 88%
02 No 10%
98 DO NOT READ: Refused 1%
99 DO NOT READ: Don’t know 2%
Questionnaire (continued)
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 112
Q45.5. – In general, have the Enhanced Broker drivers operated the vehicle in a careful and safe manner?
01 Yes 93% → SKIP TO Q45.7
02 No 6%
98 DO NOT READ: Refused <1% → SKIP TO Q45.7
99 DO NOT READ: Don’t know 1% → SKIP TO Q45.7
Q45.6. - In what way(s) did the driver not operate the vehicle in a careful and safe manner? (Check all that apply) (READ LIST)
01 Drove too fast 72%
02 Drove too slow 7%
03 Talked or texted on cellphone 64%
04 Disobeyed (broke) a traffic law (e.g. ran a red light, did not stop at a stop sign, etc.) 29%
98 DO NOT READ: Refused 2%
99 DO NOT READ: Don’t know 2%
Q45.7. - In general, have the Enhanced Broker vehicles been clean?
01 Yes 90%
02 No 8%
98 DO NOT READ: Refused <1%
99 DO NOT READ: Don’t know 2%
Q45.8. - In general, were seat belts available in your Enhanced Broker vehicle?
01 Yes 94%
02 No 4%
98 DO NOT READ: Refused <1%
99 DO NOT READ: Don’t know 3%
Questionnaire (continued)
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 113
Q45.9. - In general, how was the temperature in your Enhanced Broker vehicle?
01 Too hot 2%
02 Too cold 2%
03 Acceptable 94%
98 DO NOT READ: Refused <1%
99 DO NOT READ: Don’t know 2%
Q44.60. - Are you aware of the Access-A-Ride MetroCard, which allows customers to take up to four free bus or subway rides per day?
01 Yes, aware 48%
02 No, not aware 50% →SKIP TO Q44.60B
98 DO NOT READ: Refused 1% → SKIP TO Q44.60B
99 DO NOT READ: Don’t know 2% → SKIP TO Q44.60B
Q44.60A. - Do you have an Access-A-Ride MetroCard?
01 Yes 61%
02 No 38% → SKIP to Q 44.60B
98 DO NOT READ: Refused 0% → SKIP to Q 44.60B
99 DO NOT READ: Don’t know 1%→ SKIP to Q 44.60B
Q44.60C. - How often do you use your MetroCard? (READ RESPONSES)
01 Daily 8% → SKIP to Q50B
02 A few times each week 24% → SKIP to Q50B
03 A few times each month 26% → SKIP to Q50B
04 Once per month 8% → SKIP to Q50B
05 Less than once per month 26% → SKIP to Q50B
98 DO NOT READ: Refused 2% → SKIP to Q50B
99 DO NOT READ: Don’t know 5% → SKIP to Q50B
Questionnaire (continued)
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 114
Q44.60B. - Would you be interested in receiving an Access-a-Ride MetroCard?
01 Yes 54%
02 No 41% → SKIP TO Q50B
98 DO NOT READ: Refused 1%→ SKIP TO Q50B
99 DO NOT READ: Don’t know 3%→ SKIP TO Q50B
Q44.6Binfo. -You can request one by calling Access-A-Ride and selecting option one
ROLE OF ACCESS-A-RIDE IN TRAVEL PROFILE
Q50B. - In the next year or so would you expect to use Access-A-Ride, including vans, taxi rides and broker cars …? (READ LIST. “MORE OFTEN, LESS
OFTEN, ABOUT THE SAME AS NOW, OR ARE YOU NOT SURE)
01 More often 25% → SKIP TO Q50.1.
02 Less often 1%
03 About the same as now 45% → SKIP TO Q50.1.
04 Or are you not sure 26% → SKIP TO Q50.1.
98 DO NOT READ: Refused <1% → SKIP TO Q50.1.
99 DO NOT READ: Don’t know 1% → SKIP TO Q50.1
Q50C. - Why do you expect to use Access-A-Ride less often in the next year or so? (PROBE ONCE, IF NECESSARY. CLARIFY ANYTHING THAT COULD HAVE
MULTIPLE MEANINGS.) (INTERVIEWER TYPE “NA” FOR DON’T KNOW OR REFUSED)
Questionnaire (continued)
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 115
AWARENESS AND UNDERSTANDING OF ACCESS-A-RIDE OPERATION AND RULES
Q50.1. - When you last traveled on Access-A-Ride, did you see the Access-A-Ride Customer Bill of Rights posted?
01 Yes 63%
02 No→ The Access-A-Ride Customer Bill of Rights is also available Online at new.mta.info or upon request by calling 877-337-2017, press
prompt #8. 21%
98 DO NOT READ: Refused 1%-
99 DO NOT READ: Don’t know 16%
DAY OF TRIP CALLS TO ACCESS-A-RIDE
Q50.3. - In the last three months have you ever called Access-A-Ride Command Center or Prompt #5 for assistance with same day travel concerns, such as
get an estimated time of arrival, or change the pick-up time for any reason, like running late, or change in an appointment?
01 Yes 60%
02 No 37% → SKIP TO Q50.2
03 Someone else called for me <1%
98 DO NOT READ: Refused <1% → SKIP TO Q50.2
99 DO NOT READ: Don’t know 2% → SKIP TO Q50.2
Q50.4. - How satisfied were you with the results of your call to ACCESS-A-RIDE…? (READ LIST) (INTERVIEWER CLARIFY: If "satisfied" or "dissatisfied", ask
"Is that very or somewhat?")
01 Very satisfied 55%
02 Somewhat Satisfied 30%
03 Somewhat Dissatisfied 6%
04 Very dissatisfied 8%
98 DO NOT READ: Refused <1% → SKIP TO Q50.2
99 DO NOT READ: Don’t know 1% → SKIP TO Q50.2
Q50.5. - So why did you rate the result of the call a [Insert response to Q50.4? (PROBE ONCE, IF NECESSARY. CLARIFY ANYTHING
THAT COULD HAVE MULTIPLE MEANINGS.) (INTERVIEWER TYPE “NA” FOR DON’T KNOW OR REFUSED)
Questionnaire (continued)
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 116
Q50.2. - Are you aware that the Access-A-Ride Command Center (Prompt #5) operates 24 hours a day, 7 days a week to assist with same day travel concerns?
01 Yes 62%
02 No 36%
98 DO NOT READ: Refused <1%
100 DO NOT READ: Don’t know 1%
ELIGIBILITY ASSESSMENT CENTERS
Q67A. - Did you apply for or were you recertified for Access-A-Ride in 2019?
01 Yes 45%
02 No 44% → SKIP TO Q73
98 DO NOT READ: Refused <1% → SKIP TO Q73
99 DO NOT READ: Don’t know 10% → SKIP TO Q73
Q67. - Did you go to an eligibility assessment center and have an evaluation with a health care professional?
01 Yes 79%
02 No 18% → SKIP TO Q73
98 DO NOT READ: Refused <1% → SKIP TO Q73
99 DO NOT READ: Don’t know 3% → SKIP TO Q73
Q67.1. - When you were informed you had to go to an eligibility assessment center for an evaluation, was the phone representative courteous?
(IF NECESSARY READ: “Was the phone representative polite and respectful?”)
01 Yes 93%
02 No 2%
97 DO NOT READ: Did not speak to a phone representative 4% → SKIP TO Q67.25
98 DO NOT READ: Refused <1%
99 DO NOT READ: Don’t know 1%
Questionnaire (continued)
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 117
Q67.2. - Was the phone representative competent? (IF NECESSARY READ: “Did the phone representative seem to know how to perform their job?”)
01 Yes 96%
02 No 2%
98 DO NOT READ: Refused 0%
99 DO NOT READ: Don’t know 2%
Q67.25 - Did you arrive at the eligibility assessment center at or before your scheduled appointment time?
01 Yes 96%
02 No 3% → SKIP TO Q67.7
98 DO NOT READ: Refused <1% → SKIP TO Q67.7
99 DO NOT READ: Don’t know 1%→ SKIP TO Q67.7
Q67.3 - Did your evaluation take place at the scheduled appointment time, or within a reasonable amount of time of the scheduled time?
01 Yes 93%
02 No 6%
98 DO NOT READ: Refused 0%
99 DO NOT READ: Don’t know 1%
Q67.7. - Thinking about your experience at the eligibility assessment center overall, were you …? (READ LIST) (INTERVIEWER CLARIFY: If "satisfied" or
"dissatisfied", ask "Is that very or somewhat?")
01 Very Satisfied 70%
02 Somewhat Satisfied 23%
03 Somewhat Dissatisfied 3%
04 Very Dissatisfied 3%
98 DO NOT READ: Refused 0%
99 DO NOT READ: Don’t know <1%
Questionnaire (continued)
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 118
Q67.4. - Was the eligibility assessment center clean?
01 Yes 93%
02 No 5%
98 DO NOT READ: Refused 0%
99 DO NOT READ: Don’t know 2%
Q67.5. - Was the eligibility assessment center’s waiting area comfortable?
01 Yes 87%
02 No 12%
98 DO NOT READ: Refused <1%
99 DO NOT READ: Don’t know 1%
Q67.6. - Were you treated with courtesy and respect by the employees at the eligibility assessment center?
01 Yes 96%
02 No 3%
98 DO NOT READ: Refused 0%
99 DO NOT READ: Don’t know 1%
COMMENT LINE
Q73. - When calling Access-A-Ride, have you ever selected Option 8 to give a commendation or make a complaint?
01 Yes 41%
02 No 57% → SKIP TO Q74
97 DO NOT READ: Have not called Access-A-Ride <1% → SKIP TO D3C
98 DO NOT READ: Refused <1% → SKIP TO Q74
99 DO NOT READ: Don’t know 2% → SKIP TO Q74
Questionnaire (continued)
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 119
Q73A. - How satisfied were you with the call to give a commendation or make a complaint…? (READ LIST) (INTERVIEWER CLARIFY: If "satisfied" or
"dissatisfied", ask "Is that very or somewhat?")
01 Very satisfied 48% → SKIP TO Q74
02 Somewhat Satisfied 25% → SKIP TO Q74
03 Somewhat Dissatisfied 9%
04 Very dissatisfied 13%
98 DO NOT READ: Refused <1% → SKIP TO Q74
99 DO NOT READ: Don’t know 4% → SKIP TO Q74
Q73D. - Why were you dissatisfied when giving a commendation or making a complaint? (PROBE ONCE, IF NECESSARY. CLARIFY ANYTHING THAT COULD
HAVE MULTIPLE MEANINGS.) (INTERVIEWER TYPE “NA” FOR DON’T KNOW OR REFUSED)
Q74. -When calling Access-A-Ride, have you ever selected Option 7 to use the automated phone system for assistance with checking the status of a trip, or
cancelling a trip?
01 Yes 49%
02 No 48% → SKIP TO D3C
98 DO NOT READ: Refused <1% → SKIP TO D3C
99 DO NOT READ: Don’t know 3% →SKIP TO QD3C
Q74.1. - Thinking about your experience with the automated phone system for assistance, overall were you…? (READ LIST) (INTERVIEWER CLARIFY: If
"satisfied" or "dissatisfied", ask "Is that very or somewhat?")
01 Very satisfied 59%
02 Somewhat Satisfied 31%
03 Somewhat Dissatisfied 4%
04 Very dissatisfied 4%
98 DO NOT READ: Refused 1%
99 DO NOT READ: Don’t know 1%
Questionnaire (continued)
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 120
DEMOGRAPHICS
D3C. - Do you normally travel with a personal care attendant?
01 Yes 51%
02 No 48%
98 DO NOT READ: Refused <1%
99 DO NOT READ: Don’t know 1%
D4. - Are you employed?
01 Yes 12%
02 No 88% → SKIP TO D17
98 DO NOT READ: Refused <1% → SKIP TO D17
99 DO NOT READ: Don’t know <1% → SKIP TO D17
D4A. - Are you employed full-time or part-time?
01 Full-time 64%
02 Part-time 33%
98 DO NOT READ: Refused 1%
99 DO NOT READ: Don’t know 1%
D17. - Are you of Hispanic, Latino, or Spanish origin?
01 Yes 15%
02 No 82%
98 DO NOT READ: Refused 3%
99 DO NOT READ: Don’t know 1%
Questionnaire (continued)
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 121
D18. - Which of the following describes your race?
01 White 25%
02 African-American/Black 53%
03 Asian 2%
04 American Indian or Alaska Native 1%
05 Native Hawaiian or Other Pacific Islander <1%
06 Racially mixed 11%
95 Other (specify): _________ 0%
98 DO NOT READ: Refused 7%
99 DO NOT READ: Don’t know 1%
Questionnaire (continued)
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 122
D19. - In what country were you born?
01 USA 72%
02 Bangladesh <1%
03 Barbados 1%
04 China <1%
05 Colombia <1%
06 Dominican Republic 1%
07 Ecuador <1%
08 Grenada <1%
09 Guatemala <1%
10 Guyana 3%
11 Haiti 2%
12 Honduras <1%
13 Jamaica 5%
14 North Korea 0%
15 South Korea <1%
16 Mexico <1%
17 Russia 1%
18 Puerto Rico 3%
19 Philippines <1%
20 Ukraine <1%
95 Other (specify): __________ 9%
98 DO NOT READ: Refused 2%
99 DO NOT READ: Don’t know 1%
Questionnaire (continued)
M. Davis and Company, Inc. ● 3000 Market St, Suite 202, Philadelphia, PA 19104 ● (215)790-8900 ● www.mdavisco.com 123
D20. - What is the primary language spoken at your home?
01 English 90%
02 Spanish 4%
03 Chinese/Mandarin/Cantonese <1%
04 Korean <1%
05 Russian 1%
06 Haitian Creole 1%
07 Other (specify) __ 3%
98 DO NOT READ: Refused 1%
99 DO NOT READ: Don’t know <1%
D21 is an interviewer assessment and NOT to be asked of the customer
D21. - How well did the customer speak English?
01 Very well 84%
02 Well 14%
03 Not well 2%
READ TO EVERYONE:
Those are all the questions I have. Thank you very much for your cooperation.
LEAVE MESSAGE:
My name is _______, from M. Davis and Company, a national research company. We are conducting a survey for MTA New York City Transit to
learn about its Paratransit customers’ experiences with Access-A-Ride and how satisfied they are with the service. We will call back another time
or, you can call us to set up an appointment that is convenient for you at 646-887-6681. Thank you!