Maple Grove Transit 2016 “Express Bus Service” Customer Survey Report of Results December 2016 Prepared by: 2955 Valmont Road • Suite 300 • Boulder, Colorado 80301 • t: 303-444-7863 • www.n-r-c.com Maple Grove Transit “Express Bus Service” Customer Survey December 2016 Table of Contents Executive Summary ................................................................................................................... 1 Survey Background ...................................................................................................................4 Survey Results ...........................................................................................................................4 Appendix A: Verbatim Responses to Open-ended Survey Questions .................................... 34 Appendix B: Select Results Compared by Respondent Race/Ethnicity .................................. 92 Appendix C: Copy of Survey Questionnaire .......................................................................... 107 National Research Center, Inc. Report of Results Prepared by Maple Grove Transit “Express Bus Service” Customer Survey December 2016 List of Tables Table 1: Question 1................................................................................................................................................ 4 Table 2: Question 2 ............................................................................................................................................... 4 Table 3: Question 3 Compared by Question 1 ..................................................................................................... 5 Table 4: Question 4 Compared by Question 1 .................................................................................................... 6 Table 5: Question 5 Compared by Question 1 ..................................................................................................... 7 Table 6: Question 6 Compared by Question 1 .................................................................................................... 8 Table 7: Question 7 Compared by Question 1 ................................................................................................... 14 Table 8: Question 8 Compared by Question 1 ...................................................................................................15 Table 9: Question 9 Compared by Question 1 .................................................................................................. 16 Table 10: Question 10 Compared by Question 1................................................................................................. 17 Table 11: Question 11 Compared by Question 1 ................................................................................................. 19 Table 12: Question 12 Compared by Question 1 ................................................................................................ 20 Table 13: Question 13 Compared by Question 1 ................................................................................................. 21 Table 14: Question 14 Compared by Question 1 ................................................................................................ 22 Table 15: Question 15 Compared by Question 1 ................................................................................................ 23 Table 16: Question 16 Compared by Question 1 ............................................................................................... 23 Table 17: Question 17 Compared by Question 1 ................................................................................................ 24 Table 18: Question 18 Compared by Question 1................................................................................................ 24 Table 19: Question 19 Compared by Question 1................................................................................................ 25 Table 20: Question 20 Compared by Question 1 ............................................................................................... 25 Table 21: Question 21 Compared by Question 1 ................................................................................................ 26 Table 22: Question 21b Compared by Question 1.............................................................................................. 26 Table 23: Question 22 Compared by Question 1 ............................................................................................... 27 Table 24: Question 23 Compared by Question 1 ............................................................................................... 27 Table 25: Question D1 Compared by Question 1 ............................................................................................... 29 Table 26: Question D2 Compared by Question 1 .............................................................................................. 30 Table 27: Question D3 Compared by Question 1 .............................................................................................. 30 Table 28: Question D4 Compared by Question 1 ...............................................................................................31 Table 29: Question D5 Compared by Question 1 ...............................................................................................31 Table 30: Question D6 Compared by Question 1 .............................................................................................. 32 Table 31: Question D7 Compared by Question 1 ............................................................................................... 32 Table 32: Question D8 Compared by Question 1 .............................................................................................. 33 Table 33: Question 5 Compared by Respondent Race/Ethnicity ..................................................................... 92 Table 34: Question 6 Compared by Respondent Race/Ethnicity ..................................................................... 92 Table 35: Question 7 Compared by Respondent Race/Ethnicity ..................................................................... 97 Table 36: Question 8 Compared by Respondent Race/Ethnicity.....................................................................98 Table 37: Question 9 Compared by Respondent Race/Ethnicity .....................................................................99 Table 38: Question 10 Compared by Respondent Race/Ethnicity ...................................................................99 National Research Center, Inc. Table 39: Question 11 Compared by Respondent Race/Ethnicity ................................................................... 101 Report of Results Prepared by Maple Grove Transit “Express Bus Service” Customer Survey December 2016 Table 40: Question 12 Compared by Respondent Race/Ethnicity ................................................................. 102 Table 41: Question 13 Compared by Respondent Race/Ethnicity .................................................................. 102 Table 42: Question 14 Compared by Respondent Race/Ethnicity ................................................................. 103 Table 43: Question 15 Compared by Respondent Race/Ethnicity.................................................................. 103 Table 44: Question 16 Compared by Respondent Race/Ethnicity ................................................................. 103 Table 45: Question 17 Compared by Respondent Race/Ethnicity.................................................................. 104 Table 46: Question 18 Compared by Respondent Race/Ethnicity ................................................................. 104 Table 47: Question 19 Compared by Respondent Race/Ethnicity ................................................................. 104 Table 48: Question 20 Compared by Question 1 ............................................................................................ 105 Table 49: Question 21 Compared by Question 1 ............................................................................................. 105 Table 50: Question 21b Compared by Question 1 ........................................................................................... 105 Table 51: Question 22 Compared by Question 1 .............................................................................................. 106 Table 52: Question 23 Compared by Question 1 ............................................................................................. 106 National Research Center, Inc. Report of Results Prepared by Maple Grove Transit “Express Bus Service” Customer Survey December 2016 Executive Summary Maple Grove Transit partnered with National Research Center, Inc. to conduct a web-based survey of riders. Maple Grove Transit emailed the survey link to all “rider alert” subscribers and put flyers on all buses on October 24 that invited participation in the survey. Flyers were also posted at the two transit station and the three park-and-ride shelters. A reminder flyer was e-mailed and put on the buses on November 14 that the survey would close on November 21. A total of 332 riders completed the survey. The survey captured current rider behaviors, attitudes and service evaluations, as well as any suggestions for improvement. Current Maple Grove Transit Use . Route 781 was the most frequently ridden route (35% of respondents), followed by route 785 (31%) and route 783 (15%). Fewer than 8%