VRE #332

Welcome to VRE's 2013 Customer Survey!

It’s that time again. Each year VRE surveys its customers to determine their opinions on various areas of VRE service and also to gauge the response to proposed changes. PLEASE take a few minutes to fill this out as every opinion counts.

Please circle the best answer unless otherwise instructed. Thank you for your time and for riding VRE.

1) What train do you normally take in the evening?

a) Fredericksburg 301 (Departs Union Station at 12:55p) k) Manassas 331 (Departs Union Station at 5:05p)

b) Fredericksburg 303 (Departs Union Station at 3:35p) l) Manassas 333 (Departs Union Station at 5:30p)

c) Fredericksburg 305 (Departs Union Station at 4:10p) m) Manassas 335 (Departs Union Station at 6:10p)

d) Fredericksburg 307 (Departs Union Station at 4:40p) n) Manassas 337 (Departs Union Station at 6:50p)

e) Fredericksburg 309 (Departs Union Station at 5:15p) o) Amtrak 95 (Departs Union Station 2:30p)

f) Fredericksburg 311 (Departs Union Station at 6:00p) p) Amtrak 125 (Departs Union Station at 3:55p)

g) Fredericksburg 313 (Departs Union Station at 6:40p) q) Amtrak 171 (Departs Union Station at 4:50p)

h) Manassas 325 (Departs Union Station at 1:15p) r) Amtrak 93 (Departs Union Station at 5:50p)

i) Manassas 327 (Departs Union Station at 3:45p) s) Amtrak 85 (Departs Union Station at 7:05p)

j) Manassas 329 (Departs Union Station at 4:25p)

2) Length of time riding VRE?

a) Less than a year d) 7 - 9 years g) 16 - 18 years

b) 1 - 3 years e) 10 - 12 years h) 19 – 20 years

c) 4 - 6 years f) 13 - 15 years i) Since the start in 1992

3) Has VRE service improved over the last year?

a) Yes, improved c) Service is the same as last year

b) No, service declined d) No comment

4) What is your number one concern about VRE service? (Please circle only one answer)

a) On-time performance e) Cost i) Crews

b) Lack of seats f) Communication j) Other

c) Lack of parking g) Security k) I don’t have any concerns

d) Older equipment h) Frequency of service

5) What do you think should be VRE’s top priority to address within the next year?

a) More seats on the trains d) Reverse flow service

b) More car parking at stations e) Implementing SmarTrip capabilities

c) More frequent service f) Implementing Wi-Fi

6) At which VRE station do you normally board in the morning?

a) Broad Run f) Backlick Road k) Rippon

b) Manassas g) Fredericksburg l) Woodbridge

c) Manassas Park h) Leeland Road m) Lorton

d) Burke Centre i) Brooke n) Franconia/Springfield

e) Rolling Road j) Quantico o) Alexandria

7) At which station do you normally detrain in the morning?

a) Union Station e) Backlick Road i) Franconia/Springfield

b) L'Enfant f) Quantico j) Rippon

c) Crystal City g) Woodbridge k) Other

d) Alexandria h) Lorton

8) How many miles did you travel from your home to the train station this morning?

a) Fewer than 5 miles c) 11-15 miles e) 21-25 miles

b) 5-10 miles d) 16-20 miles f) More than 25 miles

9) How did you travel to the VRE station this morning?

a) Drove alone / Parked d) Metrobus h) Fairfax Connector

b) Drove / Rode with e) Walked i) DASH

others and parked f) Bike j) FRED

c) Dropped off by car g) OmniLink k) Other

10) What is your home zip code? ______

11) What is your work zip code? ______

12) Normal means of travel to your final destination after detraining?

a) Walk d) Metrorail g) ART bus j) Fairfax Connector

b) Bike e) Car h) MARC k) DC Circulator

c) Taxi f) Metrobus i) DASH

13) How often do you ride an Amtrak train with a VRE ticket (Monthly, TLC, Five-Day or Ten-Trip) and Step-Up?

a) Daily c) 2-3 times per week e) Once a month or less

b) Once a week d) 2-3 times per month f) Never 14) How do you get to work on the days you choose not ride the VRE?

a) Always use VRE e) Car and Metrorail i) Metrorail

b) Drive alone f) Bus j) “Slug”

c) Carpool g) Car and Bus k) Other

d) Vanpool h) Bus and Metrorail

15) Before you began using VRE, what was your usual means of commuting?

a) Drove alone e) Bus i) “Slug”

b) Carpool f) Car and Bus j) I Have Always Used VRE

c) Vanpool g) Bus and Metrorail k) Other

d) Car and Metrorail h) Metrorail

16) How often do you normally ride VRE?

a) Once a week d) Four times a week g) A few times per year

b) Twice a week e) Five times a week h) This is my first ride

c) Three times a week f) Once or Twice a month

17) How frequently are you unable to ride the train because of travel outside the metropolitan area or other obligations?

a) >10 times per month c) 5-7 times per month e) Once a month or less

b) 8-10 times per month d) 2-4 times per month f) Never

18) Do you tele-commute or work at home one or more days per week?

a) Yes, 1 day c) Yes, more than 2 days

b) Yes, 2 days d) No

19) If yes, on which day(s) do you typically tele-commute? (Please circle all that apply)

a) Monday c) Wednesday e) Friday

b) Tuesday d) Thursday

20) Does your employer offer flex scheduling and if so, what is your schedule?

a) 4, 10-hour days c) Other

b) 9-hour days with 1 day off every two weeks d) I do not have flex scheduling

21) What type of ticket do you normally use?

a) Single-Ride/Two-Trip c) Five-Day Pass e) TLC (Joint VRE-Metro Fare

b) Monthly d) Ten-Trip Card)

22) Where do you normally purchase your tickets?

a) Vendor c) Internet from www.commuterdirect.com

b) Station Ticket Vending Machine (TVM) 23) Does your employer provide the following? (Please circle all that apply)

a) SmartBenefits transit subsidy d) Free/subsidized employee parking

b) Non-SmartBenefits transit subsidy e) Other commuting benefit

c) Pre-tax payment for transit passes

24) Are you registered with the SmartBenefits personalized account service to buy your VRE tickets through CommuterDirect or other vendors?

a) Yes b) No

25) If no, why not?

a) Don’t want to wait for tickets through mail c) Sign up process too confusing or not convenient

b) Don’t receive transit benefits d) Prefer other ticket purchase options

26) When you need more detailed information about VRE, how do you go about getting it?

a) I use the website e) I check my email for Train Talk updates

b) I call VRE’s office (703) 684-1001 f) I check my phone for Train Talk texts

c) I ask the conductor g) I check VRE’s Facebook page

d) I call the VRE 800 # (800-RIDE-VRE) h) I check VRE’s Twitter feed

27) Do you read the VRE Update, the monthly on board newsletter?

a) I never miss an issue b) Sometimes c) Never

28) Rate the usefulness of Daily Download – our on-line delay reports (10 being the highest)

1 2 3 4 5 6 7 8 9 10

29) Which radio station do you listen to most often in the Morning? (Choose only one)

a) WAMU FM/88.5 h) WTGB FM/94.7 o) WFLS FM/93.3 v) WJYJ FM/90.5

b) WBQB/101.5 i) WETA FM/90.9 p) WJFK FM/106.7 w) WMMJ FM/102.3

c) WTOP FM/103.5 j) WHUR FM/96.3 q) WMAL AM/630 x) WRQX FM/107.3

d) WJZW FM/105.9 k) WKYS FM/93.9 r) WPGC FM/95.5 y) OTHER

e) WMZQ FM/98.7 l) WYSK FM/99.3 s) WWRC AM/570

f) WTEM AM/980 m) WWDC FM/101.1 t) WBIG FM/100.3

g) WGRX FM/104.5 n) WASH FM/97.1 u) WIHT FM/99.5

30) Which newspapers do you read daily? (Please circle all that apply)

a) Washington Post e) Washington Times

b) Fredericksburg Free-Lance/Star f) Potomac/Manassas Journal Messenger

c) Wall Street Journal g) New York Times

d) USA Today h) Other

31) Which social networking sites do you use (Please circle all that apply)

a) Facebook c) LinkedIn e) Instagram g) Other (Please Name)

b) MySpace d) Twitter f) Reddit ______

32) Which type of smartphone do you PREFER to use?

a) Windows c) iPhone e) None or N/A

b) Blackberry d) Android

33) Which of the following influenced your decision to try VRE for the first time? (Please circle all that apply)

a) Traffic f) SmartBenefits l) Free bus connections

b) Old way of commuting became g) New job m) Friends on the train

unattractive h) New home n) I just love trains

c) Recommended by a i) Newspaper ad/Radio o) Wanted to try the train, then

friend commercial liked it

d) Co-workers j) Guaranteed Ride Home p) Other

e) Website k) Joint service with Amtrak

34) VRE operates a program where undercover law enforcement officers ride onboard your train. Does this program impact your feeling of safety while onboard?

a) Very Much c) Indifferent

b) Somewhat d) No

35) For whom do you work?

a) Federal government e) Private Company i) Tourist

b) State government f) Association j) Other

c) Local government g) Self Employed

d) Military agency or position h) Student

VRE Report Card Please circle a rating for each of the items below: Key: A = Excellent | B = Very Good | C = Average | D = Needs improvement | F = Poor | N/A = No Opinion Customer Service: Responsiveness Of VRE Staff A B C D F N/A Friendliness Of VRE Staff A B C D F N/A VRE Follow-Up To Delays Or Problems A B C D F N/A Lost And Found Department A B C D F N/A Usefulness of Rail Time (Train Tracking System) A B C D F N/A Timeliness Of E-Mail Responses A B C D F N/A Quality Of E-Mail Responses A B C D F N/A Quality Of Website A B C D F N/A Timeliness Of Website Information A B C D F N/A Timeliness Of Train Talk (E-Mail News Service) A B C D F N/A Quality Of Train Talk A B C D F N/A Overall Communication With Passengers A B C D F N/A Train Crew Members: Are Knowledgeable About VRE Operations A B C D F N/A Are Helpful A B C D F N/A Are Courteous A B C D F N/A Make Regular Station Announcements A B C D F N/A Make Timely Delay Announcements A B C D F N/A Check Tickets Regularly A B C D F N/A Present A Professional Appearance A B C D F N/A Overall Crew Performance A B C D F N/A VRE Operations: Convenience Of Schedules A B C D F N/A On-Time Performance A B C D F N/A Cleanliness Of Trains A B C D F N/A Cleanliness Of Stations A B C D F N/A Communications Between VRE Staff and Riders A B C D F N/A Automated Phone System (684-0400/ 800 RIDE VRE) A B C D F N/A Reliability Of Ticket Vending Machines A B C D F N/A Ease Of Buying A Ticket A B C D F N/A Ease Of Redeeming SmartBenefits A B C D F N/A Station Parking Availability A B C D F N/A Quality of Public Address System On Train A B C D F N/A Quality of Public Address System On Platform A B C D F N/A Timeliness of Platform Information A B C D F N/A Personal Security At Station And On Train A B C D F N/A Safety Of Train Equipment A B C D F N/A Lighting at Morning Station A B C D F N/A Lighting at Evening Station A B C D F N/A Traffic Circulation at Station A B C D F N/A Station Signage A B C D F N/A Level Of Fare For Quality And Value Of Service A B C D F N/A Overall Service Quality A B C D F N/A

THE FOLLOWING DEMOGRAPHIC INFORMATION IS SOUGHT TO MEET FEDERAL TRANSIT ADMINISTRATION GUIDELINES. ANSWERS ARE OPTIONAL.

36) Your gender:

a) Male b) Female

37) Your age:

a) Under 18 c) 25-34 e) 45-54 g) 65+

b) 18-24 d) 35-44 f) 55-64

38) Which best represents your annual household income?

a) Under $25,000 d) $75,000 - 99,999 g) $150,000 - 174,999

b) $25,000 - 49,999 e) $100,000 - 124,999 h) $175,000+

c) $50,000 - 74,999 f) $125,000 – 149,999

39) Do you:

a) Own your home/ townhouse/ condo b) Rent a home/ townhouse/ condo/ apartment/ room

40) In your household, there are:

a) 0 cars c) 2 cars

b) 1 car d) >2 cars

41) Your Ethnic origin/Race:

a) Caucasian d) Hispanic g) Other

b) African American e) Native American

c) Asian/Pacific Islander f) Multi-ethnic

42) What languages are you proficient in? (Circle all that apply)

a) Arabic d) French g) Spanish

b) Mandarin/Cantonese e) German h) Other

c) English f) Korean

43) Marital Status:

a) Married b) Single c) Widowed/ Divorced

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