Passenger Survey Report

2010 Chapel Hill Transit Consolidated Final Report

Part 2: Passenger Survey Report

ETC Institute (2010) Page 69 2010 Chapel Hill Transit Consolidated Final Report

Section 2a: Executive Summary

ETC Institute (2010) Page 70 2010 Chapel Hill Transit Consolidated Final Report

2010 Chapel Hill Transit (CHT) Passenger Survey Executive Summary

Overview

During the spring of 2010, Chapel Hill Transit (CHT) conducted an onboard transit survey. The survey was administered to a random sample of 1,675 riders on both express and local CHT routes. The results for the sample of 1,675 riders have a 95% level of confidence with a precision +/-2.4%. The primary objective of the survey was to gather input from riders to identify ways to improve transit services to better serve users.

Methodology

The survey was administered onboard CHT buses by representatives from Chapel Hill Transit. The goal was to complete 1,600 surveys, 400 surveys with riders on express routes and 1,200 surveys with riders on local routes. The goal was exceeded with a total of 428 riders surveyed on express routes and 1,247 riders surveyed on local routes, for a total of 1,675 completed surveys.

The sampling plan for the project is provided below and shows the current monthly ridership, goals and number of completed surveys for each route.

ETC Institute (2010) Page 71 2010 Chapel Hill Transit Consolidated Final Report

The following section of the report contains a brief summary of the major findings from the passenger survey; the full passenger survey report includes the following:

o charts depicting the overall results of the survey

o importance-satisfaction analysis

o tables that show crosstabulations of the survey results by type of route (express vs. local)

o a copy of the survey instrument

Characteristics of Transit Riders and Select Findings

• Age of Transit Riders. Sixty-one percent (61%) of CHT riders were under the age of 34; 28% of riders were ages 35 to 54 and 11% of riders were ages 55 or older.

• Annual Household Income. Thirty three percent (33%) of the CHT riders surveyed had an income under $30,000; 23% had an income between $30,000 and $49,999; 27% had income of more than $50,000 and 17% did not provide a response.

• Occupation of Transit Riders. The most common occupations of transit riders were: student (32%), professional (29%), clerical (9%) and skilled technician (9%). Only 3% of transit riders identified themselves as unemployed.

ETC Institute (2010) Page 72 2010 Chapel Hill Transit Consolidated Final Report

• How Often Transit Riders use Chapel Hill Transit. Three-fourths (75%) of riders used public transit at least 5 days a week; 16% used it 3 to 4 days a week, 5% used it 1 to 2 days a week, 2% used it less than once a week, 1% indicated it was their first time riding the bus and 1% indicated it varied on how much they ride the bus.

• How Long Transit Riders Have Been Using Chapel Hill Transit. Thirty-three percent (33%) of riders had been using public transportation for 1 year or less; 23% of riders had been using public transportation for 1 to 2 years, 43% had been using the bus for 3 years or more and 1% did not provide a response.

• Vehicle Availability and Reasons for Use. Sixty-four percent (64%) of riders had another vehicle they could have used to make their trip and 36% did not. Of those riders who did own a car, the most frequently mentioned reasons they used the bus were because parking is too expensive (58%), parking is hard to find (46%) and they cared about the environment (31%). Of those riders who did not own a car, the most frequently mentioned reasons they used the bus were because it was their only alternative (57%) or they did not have a car available for their trip (25%).

• Purpose of the Trip. The most frequently mentioned destinations of riders were: work (70%) or school (32%).

• How Transit Riders Got to the Bus. The two most frequently mentioned ways riders got to the bus were: they walked (57%) or they drove their vehicle (31%). Of the riders who walked to their bus, 58% walked 1 block or less, 20% walked 2 blocks, 15% walked 3 or more blocks and 7% were not sure.

• Overall Ratings of the Quality of Chapel Hill Transit. Eighty-eight percent (88%) of riders rated the overall quality of Chapel Hill Transit as either excellent or good; 10% felt it was average and only 2% felt it was poor.

• Transit Services Riders Were Most Satisfied With. The transit services that riders were most satisfied with, based upon a combined percentage of very satisfied and satisfied responses, were: how safe riders feel while using the bus (90%), the courtesy of bus drivers (86%), how close bus stops are located to their workplace (84%), how knowledgeable bus drivers are about transit services (83%) and how safely bus drivers operate vehicles (83%).

• Transit Services Riders Were Least Satisfied With. The transit services that riders were least satisfied with, based upon a combination of very dissatisfied and dissatisfied responses were: the availability of bus service on Saturdays (34%) and the availability of bus service on Sundays (33%).

• Chapel Hill Transit Services Riders Felt Were Most Important. The transit service most important to riders was the timeliness of buses (62%). Other services that riders felt were important were: the hours that bus service is offered (25%), how quickly buses get to destinations (24%) and how safe riders feel while using the bus (18%).

ETC Institute (2010) Page 73 2010 Chapel Hill Transit Consolidated Final Report

• Items That Would Encourage Riders to Use Public Transit More Often. The items that would most encourage riders to use public transportation more often were: more frequent service (38%), more service offered later (35%), more service on Saturdays (31%) and more service on Sundays (27%).

• Other Findings.

o If CHT service had not been available, fifty-seven percent (57%) of riders would have used their car to make their trip; 21% would have walked and 15% would have gotten a ride from someone else.

o Most (84%) of riders indicated they would still be using CHT a year from now; 11% would not and 5% did not know.

o The most frequently mentioned way that riders received information about CHT services was through CHT’s website (67% of riders received information from the CHT website).

o Most riders (82%) did not use CHT’s trip planner; 18% did use it.

o A little more than half (52%) of riders used CHT’s NextBus; 48% did not.

ETC Institute (2010) Page 74 2010 Chapel Hill Transit Consolidated Final Report

Section 2b: Charts and Graphs

ETC Institute (2010) Page 75 2010 Chapel Hill Transit Consolidated Final Report

How Often Passengers Currently Use Chapel Hill Transit (CHT) by percentage of the riders surveyed Varies 1% First time riding 1% Less than 3-4 days a week once a week 16% 2% 1-2 days a week 5%

6+ days a week 11%

5 days a week 64% Source: ETC Institute (2010 Chapel Hill Transit Passenger Survey)

How Long Passengers Have Been Using CHT’s Services At Least Once A Week by percentage of the riders surveyed

7-12 months 15% 1-6 months 10%

1-2 years Less than a month 23% 8%

Not provided 1%

4+ years 3-4 years 24% 19%

Source: ETC Institute (2010 Chapel Hill Transit Passenger Survey)

ETC Institute (2010) Page 76 2010 Chapel Hill Transit Consolidated Final Report

Do you have another vehicle that you could have used to make the trip? by percentage of the riders surveyed

Yes 64%

No 36%

Source: ETC Institute (2010 Chapel Hill Transit Passenger Survey)

Did you board the bus at a park and ride location today? by percentage of the riders surveyed

Yes 41%

No 59%

Source: ETC Institute (2010 Chapel Hill Transit Passenger Survey)

ETC Institute (2010) Page 77 2010 Chapel Hill Transit Consolidated Final Report

Reasons Passengers Used Public Transit If They Did Own a Car by percentage of riders who owned a car

Parking is too expensive 58%

Parking is hard to find 46%

I care about the environment 31%

To avoid traffic congestion 21%

The bus is faster than driving 13%

Driving is too expensive 12%

Don't like driving 9%

Don't have a license 4%

0% 20% 40% 60%

Source: ETC Institute (2010 Chapel Hill Transit Passenger Survey)

Reasons Passengers Used Public Transit If They Did Not Own a Car by percentage of riders who did not own a car

Its my only alternative 57%

No car available for this trip 25%

I am too young to drive 4%

I am too old to drive 3%

0% 20% 40% 60% Source: ETC Institute (2010 Chapel Hill Transit Passenger Survey)

ETC Institute (2010) Page 78 2010 Chapel Hill Transit Consolidated Final Report

Purpose of the Trip by percentage of the riders surveyed (multiple responses allowed)

Work 70%

College/school 32%

Personal business 8%

Shopping 6%

Hospital/doctor's office 6%

Social/recreation 4%

0% 20% 40% 60% 80%

Source: ETC Institute (2010 Chapel Hill Transit Passenger Survey)

How Passengers Got to the Bus They Were Riding by percentage of the riders surveyed (multiple responses allowed)

Walk 57%

Drove a car 34%

Transferred from another CHT bus 3%

Transferred from a Triangle Transit bus 2%

Got a ride from someone else 1%

Rode a bicycle 1%

0% 20% 40% 60%

Source: ETC Institute (2010 Chapel Hill Transit Passenger Survey)

ETC Institute (2010) Page 79 2010 Chapel Hill Transit Consolidated Final Report

Number of Blocks Passengers Had to Walk to Get to the Bus They Were Riding by percentage of riders who walked to get to the bus they were riding

1 block 48%

Less than 1 block 10%

Not sure 7% 6+ blocks 2 blocks 2% 20% 5 blocks 2% 3 blocks 8% 4 blocks 3% Source: ETC Institute (2010 Chapel Hill Transit Passenger Survey)

How Passengers Would Have Made Their Trip If CHT Service Was Not Available by percentage of the riders surveyed (multiple responses allowed)

Use my car 57%

Walk 21%

Get a ride from someone else 15%

Bicycle 11%

I would not have made this trip 7%

Use a taxi 4%

0% 20% 40% 60%

Source: ETC Institute (2010 Chapel Hill Transit Passenger Survey)

ETC Institute (2010) Page 80 2010 Chapel Hill Transit Consolidated Final Report

Items That Would Encourage Riders to Use Public Transportation More Often by percentage of the riders surveyed (multiple responses allowed)

More frequent service 38% More service offered later 35% More service offered on Saturdays 31% More service offered on Sundays 27% Faster travel time 23% Buses being on-time/service more reliable 19% Service provided to more destinations 17% Bus stops located closer to your home 17% More covered shelters available 15% More service offered earlier 12% Fuel prices increase 11% More service information available online 8% Cleaner/better maintained vehicles 6% Drivers more helpful 5% More comfortable vehicles 4% 0% 10% 20% 30% 40%

Source: ETC Institute (2010 Chapel Hill Transit Passenger Survey)

Number of Blocks The Nearest Bus Stop is Located From HOME by percentage of the riders surveyed

Less than 1 block 1 block 11% 40%

More than 20 blocks 17%

11-20 blocks 2% 2 blocks 3 blocks 6-10 blocks 15% 7% 4 blocks 4% 5 blocks 2% 2%

Source: ETC Institute (2010 Chapel Hill Transit Passenger Survey)

ETC Institute (2010) Page 81 2010 Chapel Hill Transit Consolidated Final Report

Do you think you will still be using CHT a year from now? by percentage of the riders surveyed

Yes 84%

Don't know 5%

No 11%

Source: ETC Institute (2010 Chapel Hill Transit Passenger Survey)

Overall Ratings of the Quality of Chapel Hill Transit by percentage of the riders surveyed (excluding don’t knows)

Excellent 33%

Poor 2%

Average Good 10% 55%

Source: ETC Institute (2010 Chapel Hill Transit Passenger Survey)

ETC Institute (2010) Page 82 2010 Chapel Hill Transit Consolidated Final Report

Satisfaction With Various Aspects of Chapel Hill Transit: Riders on Both Express and Local Routes by percentage of riders who rated the item as a 1 to 5 on a 5-point scale (excluding don’t knows)

How safe you feel while using the bus 42% 48% 9% 1% Courtesy of bus drivers 38% 48% 12% 2% How close bus stops are located to your workplace 42% 42% 12% 4% How knowledgeable bus drivers are about services 36% 47% 13% 4% How safely bus drivers operate vehicles 32% 51% 15% 3% How easy it is to learn to use the bus system 32% 50% 14% 5% Cleanliness/maintenance of buses 28% 53% 15% 4% Availability of route/schedule information 32% 47% 14% 7% Ease of understanding route/schedule information 31% 48% 16% 6% Timeliness of buses 24% 53% 16% 8% How comfortable buses are to ride 24% 52% 20% 5% The number of destinations served 27% 49% 18% 7% How quickly buses get to your destination 25% 49% 19% 7% How close bus stops are located to your home 39% 34% 18% 9% How easy it is to transfer between buses 19% 42% 31% 8% Availability of bus shelters at bus stops 16% 41% 27% 16% Hours bus service is offered 16% 39% 24% 21% Availability of bus services on Sundays 10% 19% 37% 33% Availability of bus services on Saturdays 10% 19% 37% 34% 0% 20% 40% 60% 80% 100%

Very Satisfied (5) Satisfied (4) Neutral (3) Dissatisfied (1/2) Source: ETC Institute (2010 Chapel Hill Transit Passenger Survey)

Satisfaction With Various Aspects of Chapel Hill Transit: Riders on Express Routes Only by percentage of riders who rated the item as a 1 to 5 on a 5-point scale (excluding don’t knows)

How safe you feel while using the bus 38% 50% 11% 2% Courtesy of bus drivers 33% 52% 12% 3% How knowledgeable bus drivers are about services 34% 46% 15% 5% How close bus stops are located to your workplace 38% 41% 16% 5% Availability of route/schedule information 30% 48% 15% 8% How easy it is to learn to use the bus system 25% 52% 18% 5% How safely bus drivers operate vehicles 27% 49% 20% 3% Timeliness of buses 27% 49% 16% 8% The number of destinations served 26% 50% 18% 6% Ease of understanding route/schedule information 26% 49% 16% 9% Cleanliness/maintenance of buses 24% 50% 16% 9% How quickly buses get to your destination 26% 48% 21% 6% How comfortable buses are to ride 18% 50% 26% 6% Availability of bus shelters at bus stops 17% 40% 28% 15% Hours bus service is offered 16% 41% 26% 17% How easy it is to transfer between buses 16% 40% 36% 8% How close bus stops are located to your home 21% 31% 32% 15% Availability of bus services on Sundays 9% 18% 54% 19% Availability of bus services on Saturdays 9% 15% 56% 20% 0% 20% 40% 60% 80% 100%

Very Satisfied (5) Satisfied (4) Neutral (3) Dissatisfied (1/2) Source: ETC Institute (2010 Chapel Hill Transit Passenger Survey)

ETC Institute (2010) Page 83 2010 Chapel Hill Transit Consolidated Final Report

Satisfaction With Various Aspects of Chapel Hill Transit: Riders on Local Routes Only by percentage of riders who rated the item as a 1 to 5 on a 5-point scale (excluding don’t knows)

How safe you feel while using the bus 43% 48% 8%1% Courtesy of bus drivers 40% 47% 12%2% How close bus stops are located to your workplace 43% 43% 11%4% How knowledgeable bus drivers are about services 37% 47% 12% 4% How safely bus drivers operate vehicles 33% 51% 14% 3% Cleanliness/maintenance of buses 29% 54% 14% 3% How easy it is to learn to use the bus system 33% 49% 13% 5% Availability of route/schedule information 33% 47% 14% 7% Ease of understanding route/schedule information 32% 47% 16% 5% How close bus stops are located to your home 44% 35% 14% 7% How comfortable buses are to ride 25% 52% 19% 4% Timeliness of buses 23% 54% 16% 7% The number of destinations served 27% 48% 18% 7% How quickly buses get to your destination 25% 49% 19% 8% How easy it is to transfer between buses 20% 43% 30% 8% Availability of bus shelters at bus stops 16% 41% 27% 16% Hours bus service is offered 17% 38% 24% 21% Availability of bus services on Sundays 11% 20% 34% 36% Availability of bus services on Saturdays 10% 20% 33% 37% 0% 20% 40% 60% 80% 100%

Very Satisfied (5) Satisfied (4) Neutral (3) Dissatisfied (1/2)

Source: ETC Institute (2010 Chapel Hill Transit Passenger Survey)

Chapel Hill Transit Services Passengers Think Are Most Important: Riders on Both Express and Local Routes by percentage of riders who selected the item as one of their top three choices Timeliness of buses 62% Hours bus service is offered 25% How quickly buses get to your destination 24% How safe you feel while using the bus 18% How close bus stops are located to your home 15% How close bus stops are located to your workplace 15% How safely bus drivers operate vehicles 14% Availability of bus services on Saturdays 11% Courtesy of bus drivers 11% Cleanliness/maintenance of buses 10% The number of destinations served 9% Availability of bus services on Sundays 9% Availability of bus shelters at bus stops 6% Availability of route/schedule information 5% Ease of understanding route/schedule information 5% How comfortable buses are to ride 4% How easy it is to learn to use the bus system 3% How knowledgeable bus drivers are about services 3% How easy it is to transfer between buses 2% 0% 20% 40% 60% 80% Source: ETC Institute (2010 Chapel Hill Transit Passenger Survey)

ETC Institute (2010) Page 84 2010 Chapel Hill Transit Consolidated Final Report

Chapel Hill Transit Services Passengers Think Are Most Important: Riders on Express Routes Only by percentage of riders who selected the item as one of their top three choices

Timeliness of buses 70% How quickly buses get to your destination 30% Hours bus service is offered 29% How safe you feel while using the bus 20% Cleanliness/maintenance of buses 17% How close bus stops are located to your workplace 16% How safely bus drivers operate vehicles 15% Courtesy of bus drivers 13% How close bus stops are located to your home 12% The number of destinations served 10% How comfortable buses are to ride 6% Ease of understanding route/schedule information 5% Availability of route/schedule information 5% Availability of bus shelters at bus stops 4% Availability of bus services on Saturdays 4% How knowledgeable bus drivers are about services 3% Availability of bus services on Sundays 2% How easy it is to transfer between buses 2% How easy it is to learn to use the bus system 2% 0% 20% 40% 60% 80%

Source: ETC Institute (2010 Chapel Hill Transit Passenger Survey)

Chapel Hill Transit Services Passengers Think Are Most Important: Riders on Local Routes Only by percentage of riders who selected the item as one of their top three choices

Timeliness of buses 59% Hours bus service is offered 25% How quickly buses get to your destination 22% How safe you feel while using the bus 18% How close bus stops are located to your home 16% How close bus stops are located to your workplace 14% How safely bus drivers operate vehicles 13% Availability of bus services on Saturdays 13% Availability of bus services on Sundays 11% Courtesy of bus drivers 10% The number of destinations served 9% Cleanliness/maintenance of buses 8% Availability of bus shelters at bus stops 6% Availability of route/schedule information 6% Ease of understanding route/schedule information 4% How easy it is to learn to use the bus system 4% How comfortable buses are to ride 4% How easy it is to transfer between buses 2% How knowledgeable bus drivers are about services 2% 0% 20% 40% 60% 80%

Source: ETC Institute (2010 Chapel Hill Transit Passenger Survey)

ETC Institute (2010) Page 85 2010 Chapel Hill Transit Consolidated Final Report

How Riders Typically Get Information About CHT Services by percentage of the riders surveyed (multiple responses allowed)

CHT website 67%

Drivers 21%

Signs posted on buses 20%

Friends/Family 15%

Employer 8%

UNC/Hospital Information 7%

By calling CHT 7%

Other riders 4%

0% 20% 40% 60% 80%

Source: ETC Institute (2010 Chapel Hill Transit Passenger Survey)

Do you use CHT’s Trip Planner? by percentage of the riders surveyed

Yes 18%

No 82%

Source: ETC Institute (2010 Chapel Hill Transit Passenger Survey)

ETC Institute (2010) Page 86 2010 Chapel Hill Transit Consolidated Final Report

Do you use CHT’s NextBus? by percentage of the riders surveyed

Yes 52%

No 48%

Source: ETC Institute (2010 Chapel Hill Transit Passenger Survey)

Number of People Living in the Household by percentage of the riders surveyed

One 31% Two 32%

Not provided 3%

Six or more Five 3% 4% Three Four 15% 12%

Source: ETC Institute (2010 Chapel Hill Transit Passenger Survey)

ETC Institute (2010) Page 87 2010 Chapel Hill Transit Consolidated Final Report

Age of Riders by percentage of the riders surveyed

Express Routes Local Routes

Under 25 25 to 34 32% 31% Under 25 18%

25 to 34 32% 65+ 65+ 2% 2% 55 to 64 55 to 64 35 to 44 9% 10% 21% 45 to 54 45 to 54 35 to 44 12% 19% 12%

Source: ETC Institute (2010 Chapel Hill Transit Passenger Survey)

Total Annual Household Income by percentage of the riders surveyed

Express Routes Local Routes

20,000-$29,999 10% 10,000-$19,999 10,000-$19,999 8% 30,000-$49,999 3% 20,000-$29,999 Under 10,000 26% 10% Under 10,000 19% 6%

30,000-$49,999 22% Not provided 15% 50,000-$74,999 Not provided 18% 17% 50,000-$74,999 75,000 or more 11% 75,000 or more 22% 13%

Source: ETC Institute (2010 Chapel Hill Transit Passenger Survey)

ETC Institute (2010) Page 88 2010 Chapel Hill Transit Consolidated Final Report

Occupation of Riders by percentage of the riders surveyed

Express Routes Local Routes

Clerical 12% Clerical 8%

Retired 1% Retired 3%

Laborer 3% Laborer 3%

Student 19% Student 35%

Professional 43% Professional 25%

Skilled Technician 10% Skilled Technician 7%

Homemaker 1% Homemaker 1%

Manager 3% Manager 3%

Service Industry 3% Service Industry 4%

Unemployed 1% Unemployed 3%

0% 10% 20% 30% 40% 50% 0% 10% 20% 30% 40% 50%

Source: ETC Institute (2010 Chapel Hill Transit Passenger Survey)

Average Time It Takes Riders to Get From Home to Work Using the Bus by percentage of the riders who were employed

11-20 minutes 27%

10 minutes or less 10% 21-30 minutes 26% More than 1 hour 3%

46 minutes-1 hour 12%

31-45 minutes 22%

Source: ETC Institute (2010 Chapel Hill Transit Passenger Survey)

ETC Institute (2010) Page 89 2010 Chapel Hill Transit Consolidated Final Report

Section 2c: Importance-Satisfaction Analysis

ETC Institute (2010) Page 90 2010 Chapel Hill Transit Consolidated Final Report

Importance-Satisfaction Analysis Chapel Hill Transit

Overview

Today, transit agencies have limited resources that need to be targeted to activities that are of the most benefit to their customers. Two of the most important criteria for decision making are (1) to target resources toward services of the highest importance to customers; and (2) to target resources toward those services where customers are the least satisfied.

The Importance-Satisfaction (I-S) rating is a unique tool that allows transit agencies to better understand both of these highly important decision making criteria for the services they are providing. The Importance-Satisfaction rating is based on the concept that transit agencies will maximize overall customer satisfaction by emphasizing improvements in those services where the level of satisfaction is relatively low and the perceived importance of the service is relatively high.

Methodology

The rating is calculated by summing the percentage of responses for items selected as the most important services for the agency to provide. This sum is then multiplied by 1 minus the percentage of users that indicated they were positively satisfied with the agency's performance in the related area (the sum of the ratings of 4 and 5 on a 5-point scale excluding “don't knows”). “Don't know” responses are excluded from the calculation to ensure that the satisfaction ratings among services are comparable. [IS=Importance x (1-Satisfaction)].

Example of the Calculation. Riders were asked to identify the transit services they thought were most important for Chapel Hill Transit (CHT) to provide. Sixty-two percent (62%) of all riders ranked the timeliness of buses as the most important service for CHT to provide.

With regard to satisfaction, the timeliness of buses was ranked tenth among all users with 77% rating the timeliness of buses as a “4” or a “5” on a 5-point scale excluding “Don't know” responses. The I-S rating for the timeliness of buses was calculated by multiplying the sum of the most important percentages by 1 minus the sum of the satisfaction percentages. In this example, 62% was multiplied by 23% (1-0.77). This calculation yielded an I-S rating of 0.1426, which was ranked first out of nineteen services assessed.

• The maximum rating is 1.00 and would be achieved when 100% of customers select an activity as one of the most important services for the agency to provide and 0% indicated that they are positively satisfied with the delivery of the service.

ETC Institute (2010) Page 91 2010 Chapel Hill Transit Consolidated Final Report

The lowest rating is 0.00 and could be achieved under either one of the following two situations:

• if 100% of customers were positively satisfied with the delivery of the service

• if none (0%) of the riders selected the service as one of the most important areas for CHT to provide.

Interpreting the Ratings

Ratings that are greater than or equal to 0.20 identify areas that should receive significantly more emphasis. Ratings from .10 to .20 identify service areas that should receive increased emphasis. Ratings less than .10 should continue to receive the current level of emphasis.

• Definitely Increase Emphasis (IS>=0.20)

• Increase Current Emphasis (0.10<=IS<0.20)

• Maintain Current Emphasis (IS<0.10)

The importance-satisfaction results for all riders (riders on both local and express routes), for riders on local routes and riders on express routes are provided on subsequent pages.

ETC Institute (2010) Page 92 2010 Chapel Hill Transit Consolidated Final Report

Importance-Satisfaction Rating 2010 Chapel Hill Transit Passenger Survey Riders on Both Express and Local Routes

Most Most Importance- Important Important Satisfaction Satisfaction Satisfaction I-S Rating Category of Service % Rank % Rank Rating Rank

High Priority (IS .10-.20) Timeliness of buses 62% 1 77% 10 0.1426 1 Hours bus service is offered 25% 2 55% 17 0.1125 2

Medium Priority (IS <.10) Availability of bus services on Saturdays 11% 8 29% 19 0.0781 3 Availability of bus services on Sundays 9% 12 29% 18 0.0639 4 How quickly buses get to your destination 24% 3 74% 13 0.0624 5 How close bus stops are located to your home 15% 5 73% 14 0.0405 6 Availability of bus shelters at bus stops 6% 13 57% 16 0.0258 7 How close bus stops are located to your workplace 15% 6 84% 3 0.0240 8 How safely bus drivers operate vehicles 14% 7 83% 5 0.0238 9 The number of destinations served 9% 11 76% 12 0.0216 10 Cleanliness/maintenance of buses 10% 10 81% 7 0.0190 11 How safe you feel while using the bus 18% 4 90% 1 0.0180 12 Courtesy of bus drivers 11% 9 86% 2 0.0154 13 Availability of route/schedule information 5% 14 79% 8 0.0105 14 How easy it is to understand route/schedule information 5% 15 79% 9 0.0105 15 How comfortable buses are to ride 4% 16 76% 11 0.0096 16 How easy it is to transfer between buses 2% 19 61% 15 0.0078 17 How easy it is to learn to use the bus system 3% 17 82% 6 0.0054 18 How knowledgeable bus drivers are about services 3% 18 83% 4 0.0051 19

Note: The I-S Rating is calculated by multiplying the "Most Important" % by (1-'Satisfaction' %)

Most Important %: The "Most Important" percentage represents the sum of the first, second, and third most important responses for each item. Riders were asked to identify the items they thought were most important.

Satisfaction %: The "Satisfaction" percentage represents the sum of the ratings "4" and "5" excluding 'don't knows.' Riders ranked their level of satisfaction with the each of the items on a scale of 1 to 5 with "5" being very satisfied and "1" being very dissatisfied.

ETC Institute (2010) Page 93 2010 Chapel Hill Transit Consolidated Final Report

Importance-Satisfaction Rating 2010 Chapel Hill Transit Passenger Survey Riders on Express Routes

Most Most Importance- Important Important Satisfaction Satisfaction Satisfaction I-S Rating Category of Service % Rank % Rank Rating Rank

High Priority (IS .10-.20) Timeliness of buses 70% 1 76% 8 0.1680 1 Hours bus service is offered 29% 3 57% 15 0.1247 2

Medium Priority (IS <.10) How quickly buses get to your destination 30% 2 74% 12 0.0780 3 How close bus stops are located to your home 12% 9 52% 17 0.0576 4 Cleanliness/maintenance of buses 17% 5 74% 11 0.0442 5 How safely bus drivers operate vehicles 15% 7 76% 7 0.0360 6 How close bus stops are located to your workplace 16% 6 79% 4 0.0336 7 Availability of bus services on Saturdays 4% 15 24% 19 0.0304 8 How safe you feel while using the bus 20% 4 88% 1 0.0240 9 The number of destinations served 10% 10 76% 9 0.0240 10 Courtesy of bus drivers 13% 8 85% 2 0.0195 11 How comfortable buses are to ride 6% 11 68% 13 0.0192 12 Availability of bus shelters at bus stops 4% 14 57% 14 0.0172 13 Availability of bus services on Sundays 2% 17 27% 18 0.0146 14 How easy it is to understand route/schedule information 5% 12 75% 10 0.0125 15 Availability of route/schedule information 5% 13 78% 5 0.0110 16 How easy it is to transfer between buses 2% 18 56% 16 0.0088 17 How knowledgeable bus drivers are about services 3% 16 80% 3 0.0060 18 How easy it is to learn to use the bus system 2% 19 77% 6 0.0046 19

Note: The I-S Rating is calculated by multiplying the "Most Important" % by (1-'Satisfaction' %)

ETC Institute (2010) Page 94 2010 Chapel Hill Transit Consolidated Final Report

Importance-Satisfaction Rating 2010 Chapel Hill Transit Passenger Survey Riders on Local Routes

Most Most Importance- Important Important Satisfaction Satisfaction Satisfaction I-S Rating Category of Service % Rank % Rank Rating Rank

High Priority (IS .10-.20) Timeliness of buses 59% 1 77% 12 0.1357 1 Hours bus service is offered 25% 2 55% 17 0.1125 2

Medium Priority (IS <.10) Availability of bus services on Saturdays 13% 8 30% 19 0.0910 3 Availability of bus services on Sundays 11% 9 31% 18 0.0759 4 How quickly buses get to your destination 22% 3 74% 14 0.0572 5 How close bus stops are located to your home 16% 5 79% 10 0.0336 6 Availability of bus shelters at bus stops 6% 13 57% 16 0.0258 7 The number of destinations served 9% 11 75% 13 0.0225 8 How safely bus drivers operate vehicles 13% 7 84% 5 0.0208 9 How close bus stops are located to your workplace 14% 6 86% 3 0.0196 10 How safe you feel while using the bus 18% 4 91% 1 0.0162 11 Cleanliness/maintenance of buses 8% 12 83% 6 0.0136 12 Courtesy of bus drivers 10% 10 87% 2 0.0130 13 Availability of route/schedule information 6% 14 80% 8 0.0120 14 How comfortable buses are to ride 4% 17 77% 11 0.0092 15 How easy it is to understand route/schedule information 4% 15 79% 9 0.0084 16 How easy it is to transfer between buses 2% 18 63% 15 0.0074 17 How easy it is to learn to use the bus system 4% 16 82% 7 0.0072 18 How knowledgeable bus drivers are about services 2% 19 84% 4 0.0032 19

Note: The I-S Rating is calculated by multiplying the "Most Important" % by (1-'Satisfaction' %)

ETC Institute (2010) Page 95 2010 Chapel Hill Transit Consolidated Final Report

Section 2d: Crosstabulations of the Survey Data by Type of Route

ETC Institute (2010) Page 96 2010 Chapel Hill Transit Consolidated Final Report

Q1. Which ROUTE(S) do you currently use? (multiple responses provided)

Type of Route Number Percent Express 346 20.7 % Local 1329 79.3 % Total 1675 100.0 %

Q2. How often do you use CHT?

N=1675 Type of Route Total Express Local

Q2. How often

Less than once a week 1.4% 1.9% 1.8%

1 day per week 0.9% 2.5% 2.1%

2 days a week 1.4% 3.2% 2.8%

3 days a week 7.5% 7.3% 7.3%

4 days a week 9.5% 8.4% 8.7%

5 days a week 74.6% 61.6% 64.2%

6+ days a week 3.5% 13.4% 11.3%

First time riding 1.2% 1.1% 1.1%

Varies 0.0% 0.7% 0.5%

ETC Institute (2010) Page 97 2010 Chapel Hill Transit Consolidated Final Report

Q3. How long have you been using CHT's services at least once per week

N=1675 Type of Route Total Express Local

Q3. How long

Less than a 5.2% 8.8% 8.1% month

1-6 months 11.6% 9.5% 9.9%

7-12 months 15.0% 14.7% 14.8%

1-2 years 22.0% 22.7% 22.6%

3-4 years 17.6% 19.4% 19.0%

4+ years 27.5% 22.7% 23.7%

Not provided 1.2% 2.1% 1.9%

ETC Institute (2010) Page 98 2010 Chapel Hill Transit Consolidated Final Report

Q4. Do you have another vehicle that you could have used to make this trip?

N=1675 Type of Route Total Express Local

Q4. Have another vehicle

Yes 79.5% 60.5% 64.4%

No 20.5% 39.5% 35.6%

Q5. Did you board the bus at a park and ride location today?

N=1675 Type of Route Total Express Local

Q5. Board the bus at a park and ride location

Yes 86.7% 29.5% 41.3%

No 13.3% 70.5% 58.7%

ETC Institute (2010) Page 99 2010 Chapel Hill Transit Consolidated Final Report

Q5a. If YES, which one?

Q5a. Which Park and Ride Lot Number Percent CARRBORO PLAZA PARK AND RIDE 41 5.9 % JONES FERRY PARK AND RIDE 68 9.8 % SOUTHERN VILLAGE PARK AND RIDE 76 11.0 % EUBANKS ROAD PARK AND RIDE 61 8.8 % FRIDAY CENTER PARK AND RIDE 140 20.2 % FRANKLIN STREET PARK & RIDE 9 1.3 % MLK JR BLVD PARK AND RIDE 13 1.9 % NC-54 EAST PARK AND RIDE 76 11.0 % CHATHAM COUNTY PARK AND RIDE 39 5.6 % OTHER/UNIDENTIFIED 126 18.2 % Total 649 93.8 %

Not provided = 43

ETC Institute (2010) Page 100 2010 Chapel Hill Transit Consolidated Final Report

Q6. If you own a car, why do you use public transportation?

N=1675 Type of Route Total Express Local

Q6. Why

Parking is too 77.5% 53.0% 58.1% expensive

Bus is faster than 15.0% 12.2% 12.8% driving

Parking is hard to find 51.7% 45.1% 46.4%

I care about environment 34.4% 30.2% 31.0%

To avoid traffic congestion 29.2% 18.9% 21.0%

Don't like driving 9.2% 8.3% 8.5%

Driving is too 10.1% 11.9% 11.5% expensive

Don't have a license 0.9% 5.0% 4.2%

Other 10.1% 9.0%9.2%

ETC Institute (2010) Page 101 2010 Chapel Hill Transit Consolidated Final Report

Q7. If you don't own a car, why do you use public transportation? (without "no response")

N=1675 Type of Route Total Express Local

Q7. Why

It’s my only alternative 60.6% 56.9% 57.2%

No car available for this 21.2% 25.6% 25.3% trip

I’m too young to drive 3.0% 3.6% 3.6%

I’m too old to drive 6.1% 2.3% 2.5%

Other 9.1% 11.6% 11.4%

ETC Institute (2010) Page 102 2010 Chapel Hill Transit Consolidated Final Report

Q8. What's the purpose of this trip? (multiple responses allowed)

N=1675 Type of Route Total Express Local

Q8. Purpose

Work 86.7% 65.2% 69.6%

Personal business 1.7% 9.7% 8.1%

Shopping 0.3% 7.2% 5.8%

College/school 16.8% 35.4% 31.5%

Hospital/doctor's 0.9% 7.1% 5.8% office

Social/recreation 0.9% 5.0% 4.2%

Other 0.0% 1.4%1.1%

ETC Institute (2010) Page 103 2010 Chapel Hill Transit Consolidated Final Report

Q9. How did you get to the bus that you are currently riding?

N=1675 Type of Route Total Express Local

Q9. How did you get to the bus

Walked 24.5% 65.7% 57.1%

Drove a car 70.4% 24.8% 34.4%

Got a ride from someone 1.7% 1.1% 1.3%

Rode a bicycle 0.9% 1.4% 1.3%

Transferred from another CHT bus 1.7% 3.8% 3.3%

Transferred from a Triangle Transit Bus 0.0% 2.0% 1.6%

Other 0.9% 1.2% 1.1%

ETC Institute (2010) Page 104 2010 Chapel Hill Transit Consolidated Final Report

Q9. If you walked, how many blocks?

N=956 Type of Route Total Express Local

Q9. How many blocks walked

Less than 1 block 5.8% 10.5% 10.1%

1 block 51.2% 47.6% 47.9%

2 blocks 17.4% 20.0% 19.8%

3 blocks 10.5% 7.3% 7.5%

4 blocks 1.2% 3.6% 3.4%

5 blocks 2.3% 2.3% 2.3%

6+ blocks 1.2% 2.1% 2.0%

Don't know 10.5% 6.7% 7.0%

Q9. If you walked, how many blocks?

Minimum = 0

Mean = 1.76

Median = 1

ETC Institute (2010) Page 105 2010 Chapel Hill Transit Consolidated Final Report

Q11. If CHT service was not available, how would you make this trip? (multiple responses allowed)

N=1675 Type of Route Total Express Local

Q11. How would you make this trip

Use my car 79.8% 50.8% 56.8%

Walk 4.3% 24.7% 20.5%

Get a ride from 11.8% 15.7% 14.9% someone

Use a taxi 0.6% 4.2% 3.5%

Bicycle 7.2% 11.9% 10.9%

I would not make this 4.6% 7.5% 6.9% trip

ETC Institute (2010) Page 106 2010 Chapel Hill Transit Consolidated Final Report

Q12. Please check ALL the items that would encourage you to use public transportation more often. (multiple responses allowed)

N=1675 Type of Route Total Express Local

Q12. Encourage you to use public transportation more often

Nothing; I am riding it as often as I can 39.6% 26.2% 29.0%

More frequent service 31.5% 39.9% 38.1%

Faster travel time 20.5% 23.8% 23.1%

More service offered later in 25.4% 37.3% 34.9% the evenings

More service offered earlier in the mornings 9.2% 12.9% 12.2%

More service on Saturdays 13.6% 35.2% 30.7%

More service on Sundays 11.3% 31.0% 26.9%

Cleaner/better maintained vehicles 8.7% 5.1% 5.9%

ETC Institute (2010) Page 107 2010 Chapel Hill Transit Consolidated Final Report

Q12. Please check ALL the items that would encourage you to use public transportation more often. (multiple responses allowed)

N=1675 Type of Route Total Express Local

Q12. Encourage you to use public transportation more often (Cont.)

Service provided to more 13.9% 17.8% 17.0% destinations

More information available 3.8% 8.8% 7.8% about the services offered

Buses being on-time/ service 17.1% 19.0% 18.6% more reliable

More covered shelters 11.0% 15.7% 14.7%

Fuel prices increase 12.1% 11.0% 11.2%

Bus stops located closer to 18.5% 16.0% 16.5% home

More comfortable vehicles 6.1% 3.5% 4.1%

More helpful drivers 4.6% 5.0% 5.0%

ETC Institute (2010) Page 108 2010 Chapel Hill Transit Consolidated Final Report

Q13. What is your home ZIP CODE?

Q13. Home zip code Number Percent 08861 1 0.1 % 10473 1 0.1 % 13021 1 0.1 % 20119 1 0.1 % 23464 1 0.1 % 23924 1 0.1 % 24566 1 0.1 % 25116 1 0.1 % 26706 1 0.1 % 26710 1 0.1 % 27023 1 0.1 % 27107 1 0.1 % 27154 1 0.1 % 27205 1 0.1 % 27207 1 0.1 % 27212 1 0.1 % 27213 1 0.1 % 27214 2 0.1 % 27215 11 0.7 % 27217 7 0.4 % 27231 2 0.1 % 27235 1 0.1 % 27243 2 0.1 % 27244 2 0.1 % 27249 2 0.1 % 27253 21 1.3 % 27258 3 0.2 %

ETC Institute (2010) Page 109 2010 Chapel Hill Transit Consolidated Final Report

Q13. What is your home ZIP CODE?

Q13. Home zip code Number Percent 27265 2 0.1 % 27275 1 0.1 % 27278 28 1.7 % 27283 1 0.1 % 27284 1 0.1 % 27288 1 0.1 % 27298 2 0.1 % 27302 15 0.9 % 27312 34 2.0 % 27314 1 0.1 % 27320 2 0.1 % 27330 7 0.4 % 27332 2 0.1 % 27340 1 0.1 % 27344 6 0.4 % 27349 8 0.5 % 27377 1 0.1 % 27406 1 0.1 % 27407 1 0.1 % 27408 1 0.1 % 27410 1 0.1 % 27414 1 0.1 % 27415 1 0.1 % 27416 1 0.1 % 27501 1 0.1 % 27502 4 0.2 % 27503 1 0.1 %

ETC Institute (2010) Page 110 2010 Chapel Hill Transit Consolidated Final Report

Q13. What is your home ZIP CODE?

Q13. Home zip code Number Percent 27506 1 0.1 % 27510 309 18.4 % 27511 7 0.4 % 27512 2 0.1 % 27513 23 1.4 % 27514 301 18.0 % 27515 3 0.2 % 27516 257 15.3 % 27517 131 7.8 % 27518 1 0.1 % 27519 13 0.8 % 27520 2 0.1 % 27521 1 0.1 % 27522 1 0.1 % 27523 2 0.1 % 27525 1 0.1 % 27526 6 0.4 % 27530 1 0.1 % 27537 1 0.1 % 27539 4 0.2 % 27540 4 0.2 % 27541 2 0.1 % 27560 12 0.7 % 27562 1 0.1 % 27570 1 0.1 % 27571 3 0.2 % 27574 3 0.2 %

ETC Institute (2010) Page 111 2010 Chapel Hill Transit Consolidated Final Report

Q13. What is your home ZIP CODE?

Q13. Home zip code Number Percent 27575 1 0.1 % 27577 2 0.1 % 27587 8 0.5 % 27591 1 0.1 % 27599 1 0.1 % 27603 5 0.3 % 27604 3 0.2 % 27606 8 0.5 % 27607 3 0.2 % 27609 3 0.2 % 27610 11 0.7 % 27612 4 0.2 % 27613 9 0.5 % 27614 1 0.1 % 27615 7 0.4 % 27616 8 0.5 % 27617 5 0.3 % 27701 11 0.7 % 27703 22 1.3 % 27704 14 0.8 % 27705 21 1.3 % 27707 47 2.8 % 27708 1 0.1 % 27712 7 0.4 % 27713 69 4.1 % 27714 1 0.1 % 27814 2 0.1 %

ETC Institute (2010) Page 112 2010 Chapel Hill Transit Consolidated Final Report

Q13. What is your home ZIP CODE?

Q13. Home zip code Number Percent 27817 2 0.1 % 27827 1 0.1 % 27834 1 0.1 % 27846 1 0.1 % 27896 1 0.1 % 28052 1 0.1 % 28144 1 0.1 % 28150 1 0.1 % 28202 1 0.1 % 28204 1 0.1 % 28270 1 0.1 % 28277 1 0.1 % 28315 1 0.1 % 28326 2 0.1 % 28345 1 0.1 % 28374 1 0.1 % 28511 1 0.1 % 28604 1 0.1 % 28621 1 0.1 % 29072 1 0.1 % 30101 1 0.1 % 33556 1 0.1 % 37215 1 0.1 % 37521 1 0.1 % 38128 1 0.1 % 45237 1 0.1 % 60504 1 0.1 % 98102 1 0.1 % Not Provided 81 4.8 % Total 1675 100.0 %

ETC Institute (2010) Page 113 2010 Chapel Hill Transit Consolidated Final Report

Q14. How many blocks is your home from the nearest bus stop?

N=1675 Type of Route Total Express Local

Q14. How many blocks

Less than 1 4.0% 12.2% 10.8%

1 block 20.9% 43.4% 39.5%

2 blocks 8.0% 16.3% 14.9%

3 blocks 5.3% 7.5% 7.1%

4 blocks 2.2% 2.5% 2.4%

5 blocks 1.3% 2.8% 2.5%

6-10 blocks 4.4% 3.8% 3.8%

11-20 blocks 4.4% 1.7% 2.2%

More than 20 blocks 49.3% 9.8% 16.8%

Q14. How many blocks is your home from the nearest bus stop?

Minimum = 0

Mean = 13.47

Median = 1

ETC Institute (2010) Page 114 2010 Chapel Hill Transit Consolidated Final Report

Q15. Do you think you will still be using CHT a year from now?

N=1675 Type of Route Total Express Local

Q15. Still be using CHT a year from now

Yes 83.5% 83.8% 83.8%

No 13.9% 9.7% 10.6%

Don't know 2.6% 6.5% 5.7%

Q16. Overall, how would you rate the quality of CHT? (excluding "don't knows")

N=1675 Type of Route Total Express Local

Q16. Quality of CHT

Excellent 30.3% 33.0% 32.5%

Good 55.8% 55.4% 55.5%

Average 12.2% 9.4% 10.0%

Poor 1.8% 2.1% 2.1%

ETC Institute (2010) Page 115 2010 Chapel Hill Transit Consolidated Final Report

Q17. Using a 5-point scale, with 5 being "Very Satisfied" and 1 being "Very Dissatisfied," please rate your level of satisfaction with each item. (excluding "don't knows")

N=1675 Type of Route Total Express Local

Q17a. Timeliness of buses

Very Satisfied 26.8% 22.6% 23.5%

Satisfied 49.4% 53.7% 52.8%

Neutral 15.8% 16.2% 16.1%

Dissatisfied 6.8% 6.6% 6.7%

Very dissatisfied 1.2% 0.8% 0.9%

ETC Institute (2010) Page 116 2010 Chapel Hill Transit Consolidated Final Report

Q17. Using a 5-point scale, with 5 being "Very Satisfied" and 1 being "Very Dissatisfied," please rate your level of satisfaction with each item. (excluding "don't knows")

N=1675 Type of Route Total Express Local

Q17b. Cleanliness/maintenance of buses

Very Satisfied 24.0% 29.2% 28.1%

Satisfied 50.4% 53.8% 53.1%

Neutral 16.3% 14.3% 14.7%

Dissatisfied 7.4% 2.3% 3.4%

Very dissatisfied 1.8% 0.4% 0.7%

ETC Institute (2010) Page 117 2010 Chapel Hill Transit Consolidated Final Report

Q17. Using a 5-point scale, with 5 being "Very Satisfied" and 1 being "Very Dissatisfied," please rate your level of satisfaction with each item. (excluding "don't knows")

N=1675 Type of Route Total Express Local

Q17c. How comfortable buses are to ride

Very Satisfied 18.1% 25.0% 23.6%

Satisfied 50.0% 52.4% 51.9%

Neutral 26.2% 18.5% 20.1%

Dissatisfied 4.8% 3.7% 3.9%

Very dissatisfied 0.9% 0.5% 0.6%

ETC Institute (2010) Page 118 2010 Chapel Hill Transit Consolidated Final Report

Q17. Using a 5-point scale, with 5 being "Very Satisfied" and 1 being "Very Dissatisfied," please rate your level of satisfaction with each item. (excluding "don't knows")

N=1675 Type of Route Total Express Local

Q17d. Availability of bus shelters at bus stops

Very Satisfied 17.1% 16.0% 16.3%

Satisfied 40.2% 40.8% 40.7%

Neutral 27.7% 27.3% 27.4%

Dissatisfied 14.0% 13.7% 13.8%

Very dissatisfied 0.9% 2.1% 1.9%

ETC Institute (2010) Page 119 2010 Chapel Hill Transit Consolidated Final Report

Q17. Using a 5-point scale, with 5 being "Very Satisfied" and 1 being "Very Dissatisfied," please rate your level of satisfaction with each item. (excluding "don't knows")

N=1675 Type of Route Total Express Local

Q17e. How quickly buses get you to your destination

Very Satisfied 25.7% 25.0% 25.2%

Satisfied 47.6% 48.8% 48.6%

Neutral 21.0% 18.6% 19.1%

Dissatisfied 5.0% 6.4% 6.1%

Very dissatisfied 0.6% 1.2% 1.1%

ETC Institute (2010) Page 120 2010 Chapel Hill Transit Consolidated Final Report

Q17. Using a 5-point scale, with 5 being "Very Satisfied" and 1 being "Very Dissatisfied," please rate your level of satisfaction with each item. (excluding "don't knows")

N=1675 Type of Route Total Express Local

Q17f. How close bus stops are located to your home

Very Satisfied 21.0% 43.9% 39.3%

Satisfied 31.4% 34.7% 34.0%

Neutral 32.4% 14.0% 17.7%

Dissatisfied 9.0% 4.7% 5.6%

Very dissatisfied 6.2% 2.7% 3.4%

ETC Institute (2010) Page 121 2010 Chapel Hill Transit Consolidated Final Report

Q17. Using a 5-point scale, with 5 being "Very Satisfied" and 1 being "Very Dissatisfied," please rate your level of satisfaction with each item. (excluding "don't knows")

N=1675 Type of Route Total Express Local

Q17g. How close bus stops are located to work/other frequent destinations

Very Satisfied 38.0% 43.1% 42.0%

Satisfied 41.1% 42.7% 42.4%

Neutral 15.6% 10.7% 11.7%

Dissatisfied 4.4% 3.1% 3.3%

Very dissatisfied 0.9% 0.4% 0.5%

ETC Institute (2010) Page 122 2010 Chapel Hill Transit Consolidated Final Report

Q17. Using a 5-point scale, with 5 being "Very Satisfied" and 1 being "Very Dissatisfied," please rate your level of satisfaction with each item. (excluding "don't knows")

N=1675 Type of Route Total Express Local

Q17h. Number of destinations served by bus

Very Satisfied 26.1% 26.6% 26.5%

Satisfied 50.0% 48.4% 48.7%

Neutral 18.3% 18.2% 18.2%

Dissatisfied 5.3% 5.8% 5.7%

Very dissatisfied 0.3% 1.0% 0.9%

ETC Institute (2010) Page 123 2010 Chapel Hill Transit Consolidated Final Report

Q17. Using a 5-point scale, with 5 being "Very Satisfied" and 1 being "Very Dissatisfied," please rate your level of satisfaction with each item. (excluding "don't knows")

N=1675 Type of Route Total Express Local

Q17i. Hours bus service is offered

Very Satisfied 15.8% 16.6% 16.4%

Satisfied 40.8% 38.4% 38.9%

Neutral 26.0% 23.7% 24.2%

Dissatisfied 14.8% 17.0% 16.5%

Very dissatisfied 2.6% 4.3% 4.0%

ETC Institute (2010) Page 124 2010 Chapel Hill Transit Consolidated Final Report

Q17. Using a 5-point scale, with 5 being "Very Satisfied" and 1 being "Very Dissatisfied," please rate your level of satisfaction with each item. (excluding "don't knows")

N=1675 Type of Route Total Express Local

Q17j. Availability of bus services on Saturdays

Very Satisfied 9.0% 10.0% 9.9%

Satisfied 14.7% 19.5% 18.6%

Neutral 55.9% 33.3% 37.3%

Dissatisfied 15.2% 26.8% 24.8%

Very dissatisfied 5.2% 10.3% 9.4%

ETC Institute (2010) Page 125 2010 Chapel Hill Transit Consolidated Final Report

Q17. Using a 5-point scale, with 5 being "Very Satisfied" and 1 being "Very Dissatisfied," please rate your level of satisfaction with each item. (excluding "don't knows")

N=1675 Type of Route Total Express Local

Q17k. Availability of bus services on Sundays

Very Satisfied 9.0% 10.6% 10.3%

Satisfied 18.1% 19.5% 19.2%

Neutral 53.8% 33.9% 37.4%

Dissatisfied 13.3% 20.9% 19.6%

Very dissatisfied 5.7% 15.1% 13.4%

ETC Institute (2010) Page 126 2010 Chapel Hill Transit Consolidated Final Report

Q17. Using a 5-point scale, with 5 being "Very Satisfied" and 1 being "Very Dissatisfied," please rate your level of satisfaction with each item. (excluding "don't knows")

N=1675 Type of Route Total Express Local

Q17l. How easy it is to transfer between buses

Very Satisfied 15.5% 19.9% 19.0%

Satisfied 39.9% 42.7% 42.1%

Neutral 36.1% 29.6% 30.9%

Dissatisfied 6.3% 5.6% 5.7%

Very dissatisfied 2.1% 2.2% 2.2%

ETC Institute (2010) Page 127 2010 Chapel Hill Transit Consolidated Final Report

Q17. Using a 5-point scale, with 5 being "Very Satisfied" and 1 being "Very Dissatisfied," please rate your level of satisfaction with each item. (excluding "don't knows")

N=1675 Type of Route Total Express Local

Q17m. How safely bus drivers operate vehicles

Very Satisfied 27.5% 32.6% 31.5%

Satisfied 49.4% 51.0% 50.6%

Neutral 19.8% 13.5% 14.8%

Dissatisfied 3.1% 2.4% 2.6%

Very dissatisfied 0.3% 0.5% 0.5%

ETC Institute (2010) Page 128 2010 Chapel Hill Transit Consolidated Final Report

Q17. Using a 5-point scale, with 5 being "Very Satisfied" and 1 being "Very Dissatisfied," please rate your level of satisfaction with each item. (excluding "don't knows")

N=1675 Type of Route Total Express Local

Q17n. Courtesy of bus drivers

Very Satisfied 33.5% 39.7% 38.3%

Satisfied 51.8% 46.7% 47.8%

Neutral 11.6% 11.7% 11.7%

Dissatisfied 3.0% 1.7% 2.0%

Very dissatisfied 0.0% 0.3% 0.2%

ETC Institute (2010) Page 129 2010 Chapel Hill Transit Consolidated Final Report

Q17. Using a 5-point scale, with 5 being "Very Satisfied" and 1 being "Very Dissatisfied," please rate your level of satisfaction with each item. (excluding "don't knows")

N=1675 Type of Route Total Express Local

Q17o. How knowledgeable bus drivers are about services

Very Satisfied 34.1% 36.9% 36.3%

Satisfied 46.1% 47.4% 47.1%

Neutral 15.1% 12.1% 12.7%

Dissatisfied 4.4% 2.6% 3.0%

Very dissatisfied 0.3% 1.0% 0.8%

ETC Institute (2010) Page 130 2010 Chapel Hill Transit Consolidated Final Report

Q17. Using a 5-point scale, with 5 being "Very Satisfied" and 1 being "Very Dissatisfied," please rate your level of satisfaction with each item. (excluding "don't knows")

N=1675 Type of Route Total Express Local

Q17p. Availability of route & schedule information

Very Satisfied 29.7% 32.7% 32.1%

Satisfied 47.6% 47.0% 47.1%

Neutral 15.2% 13.7% 14.0%

Dissatisfied 6.1% 5.4% 5.5%

Very dissatisfied 1.5% 1.2% 1.3%

ETC Institute (2010) Page 131 2010 Chapel Hill Transit Consolidated Final Report

Q17. Using a 5-point scale, with 5 being "Very Satisfied" and 1 being "Very Dissatisfied," please rate your level of satisfaction with each item. (excluding "don't knows")

N=1675 Type of Route Total Express Local

Q17q. How easy it is to understand route & schedule information

Very Satisfied 26.4% 31.7% 30.6%

Satisfied 48.8% 47.3% 47.6%

Neutral 16.1% 15.6% 15.7%

Dissatisfied 7.3% 4.7% 5.2%

Very dissatisfied 1.5% 0.7% 0.9%

ETC Institute (2010) Page 132 2010 Chapel Hill Transit Consolidated Final Report

Q17. Using a 5-point scale, with 5 being "Very Satisfied" and 1 being "Very Dissatisfied," please rate your level of satisfaction with each item. (excluding "don't knows")

N=1675 Type of Route Total Express Local

Q17r. How easy it is to learn to use the bus system in Chapel Hill

Very Satisfied 25.1% 33.2% 31.5%

Satisfied 51.7% 49.4% 49.9%

Neutral 18.0% 12.6% 13.7%

Dissatisfied 5.0% 4.1% 4.3%

Very dissatisfied 0.3% 0.7% 0.6%

ETC Institute (2010) Page 133 2010 Chapel Hill Transit Consolidated Final Report

Q17. Using a 5-point scale, with 5 being "Very Satisfied" and 1 being "Very Dissatisfied," please rate your level of satisfaction with each item. (excluding "don't knows")

N=1675 Type of Route Total Express Local

Q17s. How safe you feel while using the bus

Very Satisfied 38.3% 42.5% 41.6%

Satisfied 49.5% 47.9% 48.2%

Neutral 10.6% 8.2% 8.8%

Dissatisfied 0.9% 0.9% 0.9%

Very dissatisfied 0.6% 0.5% 0.5%

ETC Institute (2010) Page 134 2010 Chapel Hill Transit Consolidated Final Report

Q18. Which THREE of the items listed above do you think are most important? (sum of top 3 choices)

N=1675 Type of Route Total Express Local

Q18. Top choice

Timeliness of buses 70.2% 59.4% 61.7%

Cleanliness/maintenance of buses 16.8% 7.6% 9.5%

How comfortable buses are to ride 6.4% 3.5% 4.1%

Availability of bus shelters at bus 4.3% 6.2% 5.8% stops

How quickly buses get to 30.3% 22.0% 23.7% destinations

How close bus stops are located to home 12.1% 16.0% 15.2%

How close bus stops are located to work/other frequent destinations 16.2% 14.4% 14.8%

Number of destinations served by the bus 9.5% 8.7% 8.9%

Hours service is offered 28.6% 24.6% 25.4%

Bus service on Saturdays 4.0% 13.1% 11.2%

Bus service on Sundays 2.3% 10.6% 8.9%

ETC Institute (2010) Page 135 2010 Chapel Hill Transit Consolidated Final Report

Q18. Which THREE of the items listed above do you think are most important? (sum of top 3 choices)

N=1675 Type of Route Total Express Local

Q18. Top choice (Cont.)

Ease of transferring between buses 2.3% 2.3% 2.3%

How safely bus drivers operate vehicles 15.0% 13.2% 13.6%

Courtesy of drivers 12.7% 9.9% 10.5%

How knowledgeable drivers are about services 3.2% 2.3% 2.5%

Available route & schedule 4.6% 5.6% 5.4% information

Ease of understanding route & schedule information 5.2% 4.4% 4.5%

Ease of learning to use the bus system 2.3% 3.6% 3.3%

How safe you feel while using bus 20.2% 17.8% 18.3%

None selected 10.1% 16.1% 14.9%

ETC Institute (2010) Page 136 2010 Chapel Hill Transit Consolidated Final Report

Q19. How do you typically get information about CHT services?

N=1675 Type of Route Total Express Local

Q19. How do you get information

Drivers 21.1%20.9% 21.0%

Friends/family 14.5% 14.8% 14.7%

Employer 12.4%6.8% 8.0%

CHT website 69.4% 65.8% 66.5%

By calling CHT 5.5% 7.5% 7.1%

Signs posted on buses 16.5% 21.4% 20.4%

UNC/hospital 9.0% 6.8% 7.2% information

Other riders 4.9% 4.2% 4.4%

Other 9.2%7.5% 7.9%

ETC Institute (2010) Page 137 2010 Chapel Hill Transit Consolidated Final Report

Q20. Do you use CHT's Trip Planner?

N=1675 Type of Route Total Express Local

Q20. Use CHT's Trip Planner

Yes 17.3% 17.9% 17.8%

No 82.7% 82.1% 82.2%

Q21. Do you use CHT's NextBus?

N=1675 Type of Route Total Express Local

Q21. Use CHT's NextBus

Yes 45.4% 53.5% 51.8%

No 54.6% 46.5% 48.2%

ETC Institute (2010) Page 138 2010 Chapel Hill Transit Consolidated Final Report

Q22. Including yourself, how many people live in your household?

N=1675 Type of Route Total Express Local

Q22. Total people in household

Only 1 person 26.0% 32.8% 31.4%

2 people 36.7% 30.1% 31.5%

3 people 16.8% 14.5% 15.0%

4 people 13.0% 11.5% 11.8%

5 people 3.2% 4.7% 4.4%

6+ people 1.4% 3.4% 3.0%

Not provided 2.9% 3.0% 3.0%

ETC Institute (2010) Page 139 2010 Chapel Hill Transit Consolidated Final Report

Q23. What is your age? (excluding those who did not provide the information)

N=1515 Type of Route Total Express Local

Q23. Age under 25 18.0% 31.6% 28.7%

25 to 35 31.1% 32.1% 31.9%

35 to 44 20.8% 12.4% 14.2%

45 to 54 19.3% 12.4% 13.9%

55 to 64 9.0% 9.4% 9.3%

65+ 1.9% 2.1% 2.0%

Q24. Your gender?

N=1675 Type of Route Total Express Local

Q24. Gender

Male 38.2% 47.9% 45.9%

Female 61.8% 52.1% 54.1%

ETC Institute (2010) Page 140 2010 Chapel Hill Transit Consolidated Final Report

Q25. What is your total annual household income?

N=1675 Type of Route Total Express Local

Q25. Total annual household income

Under $10K 6.4% 19.0% 16.4%

$10K-$19,999 3.2% 7.9% 6.9%

$20K-$29,999 10.1% 10.5% 10.4%

$30K-$39,999 15.6% 11.2% 12.1%

$40K-$49,999 10.1% 10.8% 10.6%

$50K-$74,999 17.9% 10.7% 12.2%

$75K+ 21.7% 12.7% 14.6%

Not provided 15.0% 17.3% 16.8%

ETC Institute (2010) Page 141 2010 Chapel Hill Transit Consolidated Final Report

Q26. Which ONE of the following BEST describes your occupation?

N=1675 Type of Route Total Express Local

Q26. Occupation

Clerical 12.4% 7.5% 8.5%

Retired 1.2% 2.6% 2.3%

Laborer 2.9% 2.7% 2.7%

Student 18.5% 35.4% 31.9%

Professional 43.4% 25.4% 29.1%

Skilled 10.1% 7.1% 7.8% Technician

Homemaker 0.6% 0.7% 0.7%

Manager 2.9% 2.5% 2.6%

Service Industry 2.6% 4.0% 3.7%

Unemployed 1.4% 3.2% 2.8%

ETC Institute (2010) Page 142 2010 Chapel Hill Transit Consolidated Final Report

Q26a. If you are employed, how long (in minutes) does it typically take you to get from your home to work (one-way) using the bus?

N=896 Type of Route Total Express Local

Q26a. How long

10 minutes or less 6.8% 11.1% 9.9%

11-20 minutes 22.0% 29.2% 27.1%

21-30 minutes 21.2% 27.5% 25.7%

31-45 minutes 33.5% 17.2% 21.9%

46 minutes-1 hour 10.6% 12.8% 12.2%

More than 1 hour 5.9% 2.2% 3.3%

Q26a. If you are employed, how long does it typically take you to get from your home to work (one-way) using the bus?

Minimum = 3 minutes

Mean = 31.74 minutes

Median = 30 minutes

ETC Institute (2010) Page 143 2010 Chapel Hill Transit Consolidated Final Report

Section 2e: Survey Instrument

ETC Institute (2010) Page 144 2010 Chapel Hill Transit (CHT) Passenger Survey

CHT is conducting a survey regarding our transit services and would appreciate you taking a few minutes during this trip to complete the survey. Please return your survey to the driver when you are finished.

1. Which ROUTE do you currently use? Route Name:______

2. How often do you use CHT? __(0) less than once a week __(3) 3 days a week __(6) 6 or more days a week __(1) 1 day per week __(4) 4 days a week __(7) First time riding __(2) 2 days a week __(5) 5 days a week

3. How long have you been using CHT’s services at least once per week? __(1) Less than a month __(3) 7-12 months __(5) 3-4 years __(2) 1-6 months __(4) 1-2 years __(6) more than 4 years

4. Do you have another vehicle that you could have used to make this trip? __(1) Yes __(2) No

5. Did you board the bus at a park and ride location today? __(1) Yes __(2) No

5a. If yes, which one?______

6 If you own a car, why do you use public transportation? (Check all that apply) __(01) Parking is too expensive __(04) I care about the environment __(07) Driving is too expensive __(02) The bus is faster than driving __(05) To avoid traffic congestion __(08) Don’t have a license __(03) Parking is hard to find __(06) Don’t like driving __(99) Other: ______

7. If you don’t own a car, why do you use public transportation? (Check all that apply) __(01) It’s my only alternative __(03) I’m too young to drive __(99) Other: ______(02) No car available for this trip __(04) I’m too old to drive

8. What’s the purpose of this trip? [check all that apply] __(1) Work __(4) College/school __(6) Social/recreation __(2) Personal business __(5) Hospital/doctor’s office __(7) Other: ______(3) Shopping

9. How did you get to the bus that you are currently riding? __(1) Walked: how many blocks? ____blocks __(5) Transferred from another CHT bus __(2) Drove a car __(6) Transferred from a Triangle Transit Bus __(3) Got a ride from someone else __(7) Other __(4) Rode a bicycle

10. What is the address or closest intersection to your destination?

Address or Closest Intersection to destination: ______

11. If CHT service was not available, how would you make this trip? __(1) Use my car __(3) Get a ride from someone else __(5) Bicycle __(2) Walk __(4) Use a taxi __(6) I would not make this trip

12. Please check ALL the items that would encourage you to use public transportation more often? ___(00) Nothing; I am riding it as often as I can ___(01) More frequent service (if buses came by stops more often) ___(02) Faster travel time (if it took less time to get to destinations) ___(03) More service offered later in the evenings ___(04) More service offered earlier in the morning ___(05) More service offered on Saturdays ___(06) More service offered on Sundays ___(07) Cleaner/better maintained vehicles ___(08) Service provided to more destinations ___(09) More information available about the services offered ___(10) Buses being on-time/service more reliable ___(11) More covered shelters available ___(12) Fuel prices increase ___(13) Bus stops located closer to your home ___(14) More comfortable vehicles ___(15) Drivers more helpful

MORE QUESTIONS ON REVERSE SIDE Æ 13. What is your home ZIP CODE? ______

14. How many blocks is your home from the nearest bus stop? ______blocks

15. Do you think you will still be using CHT a year from now? __(1) Yes __(2) No

16. Overall, how would you rate the quality of CHT? __(1) Excellent __(2) Good __(3) Average __(4) Poor __(9) Don’t know

17. Using a 5-point scale, with 5 being “Very Satisfied” and 1 being “Very Dissatisfied,” rate your level of satisfaction with each item by circling the corresponding number. Very Very Don’t Satisfied Satisfied Neutral Dissatisfied Dissatisfied Know (A) Timeliness of buses...... 5...... 4...... 3 ...... 2...... 1 ...... 9 (B) Cleanliness/maintenance of buses...... 5...... 4...... 3 ...... 2...... 1 ...... 9 (C) How comfortable buses are to ride...... 5...... 4...... 3 ...... 2...... 1 ...... 9 (D) Availability of bus shelters at bus stops ...... 5...... 4...... 3 ...... 2...... 1 ...... 9 (E) How quickly buses get you to your destination...... 5...... 4...... 3 ...... 2...... 1 ...... 9 (F) How close bus stops are located to your home...... 5...... 4...... 3 ...... 2...... 1 ...... 9 (G) How close bus stops are located to your workplace or other frequent destinations...... 5...... 4...... 3 ...... 2...... 1 ...... 9 (H) The number of destinations served by the bus ...... 5...... 4...... 3 ...... 2...... 1 ...... 9 (I) Hours bus service is offered ...... 5...... 4...... 3 ...... 2...... 1 ...... 9 (J) Availability of bus services on Saturdays ...... 5...... 4...... 3 ...... 2...... 1 ...... 9 (K) Availability of bus services on Sundays...... 5...... 4...... 3 ...... 2...... 1 ...... 9 (L) How easy it is to transfer between buses...... 5...... 4...... 3 ...... 2...... 1 ...... 9 (M) How safely bus drivers operate vehicles ...... 5...... 4...... 3 ...... 2...... 1 ...... 9 (N) Courtesy of bus drivers ...... 5...... 4...... 3 ...... 2...... 1 ...... 9 (O) How knowledgeable bus drivers are about services...... 5...... 4...... 3 ...... 2...... 1 ...... 9 (P) Availability of route & schedule information...... 5...... 4...... 3 ...... 2...... 1 ...... 9 (Q) How easy it is to understand route & schedule information ...... 5...... 4...... 3 ...... 2...... 1 ...... 9 (R) How easy it is to learn to use the bus system in Chapel Hill...... 5...... 4...... 3 ...... 2...... 1 ...... 9 (S) How safe you feel while using the bus...... 5...... 4...... 3 ...... 2...... 1 ...... 9

18. Which THREE of the items listed above do you think are most important? (write the letters from the list in Q#17 in the spaces below) 1st ______2nd ______3rd ______

19. How do you typically get information about CHT services? (check all that apply) __(1) Drivers __(4) CHT website __(7) UNC/Hospital Information __(2) Friends/family __(5) By calling CHT __(8) Other riders __(3) Employer __(6) Signs posted on buses __(9) Other: ______

20. Do you use CHT’s Trip Planner? __(1) Yes __(2) No

21 Do you use CHT’s NextBus? __(1) Yes __(2) No

22. Including yourself, how many people live in your household? ______persons

23. What is your age? ______years

24. Your gender: __(1) Male __(2) Female

25. What is your total annual household income? __(1) Under $10,000 __(4) $30,000 - $39,999 __(6) $50,000 - $74,999 __(2) $10,000 - $19,999 __(5) $40,000 - $49,999 __(7) $75,000 or greater __(3) $20,000 - $29,999

26. Which ONE of the following BEST describes your occupation? (Check only one.) __(1) Clerical __(3) Laborer __(5) Professional __(7) Homemaker __(9) Service Industry __(2) Retired __(4) Student __(6) Skilled Technician __(8) Manager __(0) Unemployed

26a. If you are employed, how long does it typically take you to get from your home to work (one- way) using the bus? ______minutes (one-way)

26b. If you are employed, what is the ZIP CODE where you work? ______

THANK YOU FOR YOUR ASSISTANCE!!! PLEASE RETURN YOUR COMPLETED SURVEY TO THE SURVEY ADMINISTRATOR.