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File #: 2016-0700   
Type: Informational Report Status: Filed
File created: 8/24/2016 In control: Finance, Budget and Audit Committee
On agenda: 9/15/2016 Final action: 9/15/2016
Title: RECEIVE AND FILE status report on the results of the Expo II customer satisfaction survey conducted in June 2016.
Indexes: Culver City, Downtown Los Angeles, Exposition Corridor Transit Project Phase 2, Informational Report, Metro Exposition Line, Metro Rail E Line, Ridership, Santa Monica, Station 1023, Station 1037, Surveys, Walking, Weekdays, Westside/Central Service Sector
Meeting_Body
SYSTEM SAFETY, SECURITY AND OPERATIONS COMMITTEE
EXECUTIVE MANAGEMENT COMMITTEE
SEPTEMBER 15, 2016

Subject/Action
SUBJECT: EXPO II CUSTOMER SATISFACTION SURVEY RESULTS
ACTION: RECEIVE AND FILE

Heading
RECOMMENDATION

Title
RECEIVE AND FILE status report on the results of the Expo II customer satisfaction survey conducted in June 2016.

Issue
ISSUE
Expo II from Culver City Station to Downtown Santa Monica Station was opened for service on Friday, May 20, 2016. Since then, ridership on the entire Expo Line (Phase I and II) has grown to nearly 45,000 average weekday riders, with about 20,000 attributed to Expo II (Chart 1). With the forecasted weekday ridership at build out of 64,000 (30,000 for Expo I and 34,000 for Expo II), the line has achieved 70% of its target with only two months of full operations. Most notable is Sunday ridership which doubled with the implementation of Expo II.
Chart 1

To better understand ridership on the new extension, a customer satisfaction survey was conducted at all seven of the Expo II stations from June 7-12, 2016. In addition, riders were surveyed at Culver City Station to provide a comparative analysis of before and after extension ridership behavior.
Discussion
DISCUSSION
Nearly 1,000 Expo II Line riders were surveyed following the opening of the extension to understand trends in ridership and customer satisfaction of different service attributes. The following provides results and conclusions from the survey.

New vs. Existing Riders (Table 2-3) - Nearly 70% of the riders surveyed at the new Expo II stations are new riders. Of the new riders, 44% used to drive while 23% used to take Metro and Santa Monica BBB bus service.

Table 2
Before the extension, did you ride the Expo Line regularly (3 times or more weekly)?
Existing Riders
30%
New Riders
70%

Table 3
How did you usually make this trip before the Expo Line Extension?
Drive by myself
44%
Bus
23%
Walk/Bike/Roll
13%
Carpool/Vanpool
8%
Taxi/Rideh...

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