Metro - File #: 2017-0868

• File #: 2017-0868
• Type: Informational Report
• Status: Agenda Ready
• File created: 12/27/2017
• In control: Ad Hoc Customer Experience Committee
• On agenda: 1/18/2018
• Title: RECEIVE AND FILE status report on results of 2017 Customer Satisfaction Survey.
• Sponsors: Executive Management Committee
• Indexes: Bicycle lanes, Bus traffic, Customer service, Express lanes, Gender, Informational Report, Metro ExpressLanes, Plan, Police, Research, Ridesharing, Safety, Safety and security, Security, Strategic planning, Surveys, Transfers, Transit buses, Transportation modes, Travel time, Vehicle sharing, Walking

Meeting_Body
AD HOC CUSTOMER EXPERIENCE COMMITTEE
JANUARY 18, 2018

Subject
SUBJECT: CUSTOMER SATISFACTION SURVEY RESULTS

Action
ACTION: RECEIVE AND FILE

Heading
RECOMMENDATION

Title
RECEIVE AND FILE status report on results of 2017 Customer Satisfaction Survey.

Issue
ISSUE

As part of the development of the Metro Strategic Plan (Plan), staff conducted a comprehensive customer satisfaction survey to better understand the transportation needs and concerns of Los Angeles County residents and workers. This report summarizes the key findings.

Discussion
BACKGROUND AND DISCUSSION

Staff in the Office of Extraordinary Innovation and Countywide Planning and Development conducted a customer satisfaction survey to identify specific elements that affect customer satisfaction and assess relative importance of those elements to the customer. The survey included an online component and complementary focus group research to ensure adequate reach. The results of the survey will inform the development of an agency-wide Metro Strategic Plan and help Metro more effectively tailor services to our customers, which include all residents and visitors to Los Angeles County.

Methodology
Audience
Staff conducted a large-scale online survey of transit riders and non-riders. The demographics of respondents were compared to previous Metro surveys and Los Angeles County Census data to confirm a representative sample. In addition, the agency conducted focus group research to provide a deeper dive into groups that are historically more challenging to engage, such as those with limited English proficiency and low income, elderly and minority populations.

Survey Administration
Online Survey: Metro administered the online survey from June 1 - 30, 2017, distributing it through a combination of email invitations and targeted social media advertising on Facebook, with a goal of receiving 20,000 responses. The survey was also available in English, Spanish, Chinese, and Korean lan...