Task 1.2: Customer Opinion Survey Final Report URBITRANR EPORT URBITRAN Prepared to Connecticut Department of Transportation S ubmitted by Urbitran Associates, Inc. May 2003 Task 1.2:Technical Memorandum Customer Opinion Survey TABLE OF CONTENTS INTRODUCTION AND SUMMARY OF FINDINGS ............................................................................................1 BACKGROUND AND PURPOSE ....................................................................................................................................1 METHODOLOGY.........................................................................................................................................................1 FINDINGS ..................................................................................................................................................................1 EXHIBIT 1: SURVEY SAMPLE.....................................................................................................................................2 COMPARISON TO METRO-NORTH RAILROAD CUSTOMER OPINION SURVEY ...........................................................10 CHAPTER ONE: GENERAL PROFILE OF SURVEY RESPONDENTS.........................................................12 SYSTEM-WIDE ANALYSIS OF SURVEY QUESTIONS 1, 2, AND 3 .................................................................................13 SYSTEM-WIDE ANALYSIS OF SURVEY QUESTIONS 4, 5, 6, AND 7 .............................................................................15 SYSTEM-WIDE ANALYSIS OF SURVEY DEMOGRAPHIC QUESTIONS..........................................................................17 CHAPTER TWO: SYSTEM-WIDE RATINGS OF STATION CONDITIONS ................................................21 SYSTEM-WIDE ANALYSIS OF SURVEY QUESTION 8..................................................................................................21 SYSTEM-WIDE ANALYSIS OF SURVEY QUESTION 9..................................................................................................63 SYSTEM-WIDE ANALYSIS OF SURVEY QUESTION 10................................................................................................67 CHAPTER THREE: INDIVIDUAL RAIL STATION RESULTS.......................................................................69 NEW HAVEN LINE ...................................................................................................................................................69 New Haven.........................................................................................................................................................69 Milford ...............................................................................................................................................................77 Stratford .............................................................................................................................................................77 Bridgeport..........................................................................................................................................................85 Fairfield .............................................................................................................................................................92 Southport..........................................................................................................................................................101 Green's Farms..................................................................................................................................................108 Westport ...........................................................................................................................................................115 East Norwalk....................................................................................................................................................115 South Norwalk..................................................................................................................................................122 Rowayton .........................................................................................................................................................130 Darien ..............................................................................................................................................................138 Noroton Heights...............................................................................................................................................138 Stamford...........................................................................................................................................................145 Old Greenwich.................................................................................................................................................154 Riverside ..........................................................................................................................................................161 Cos Cob............................................................................................................................................................168 Greenwich........................................................................................................................................................175 DANBURY LINE......................................................................................................................................................182 Danbury ...........................................................................................................................................................182 Bethel ...............................................................................................................................................................187 Redding ............................................................................................................................................................194 Branchville.......................................................................................................................................................199 Cannondale......................................................................................................................................................207 Wilton...............................................................................................................................................................212 Merritt 7...........................................................................................................................................................219 NEW CANAAN LINE ...............................................................................................................................................225 New Canaan.....................................................................................................................................................225 Talmadge Hill ..................................................................................................................................................232 Springdale........................................................................................................................................................238 Glenbrook ........................................................................................................................................................244 Connecticut Department of Transportation i Task 1.2:Technical Memorandum Customer Opinion Survey LIST OF FIGURES FIGURE 1: SYSTEM-WIDE PERFORMANCE RATINGS BY CATEGORY: PARKING ............................................................6 FIGURE 2: SYSTEM-WIDE PERFORMANCE RATINGS BY CATEGORY: STATION BUILDING.........................................7 FIGURE 3: SYSTEM-WIDE PERFORMANCE RATINGS BY CATEGORY: AMENITIES ........................................................7 FIGURE 4: SYSTEM-WIDE PERFORMANCE BY CATEGORY: PLATFORM........................................................................8 FIGURE 5: RANKING OF STATIONS BY POSITIVE RATINGS OF OVERALL CONDITION.......................................................9 FIGURE 6: TRIP PURPOSE..............................................................................................................................................13 FIGURE 7: SYSTEM-WIDE PERCENTAGE OF DAILY RIDERS AND COMMUTERS BY STATION...........................................14 FIGURE 8: SYSTEM-WIDE PERCENTAGE OF PEAK AND OFF-PEAK RIDERS BY STATION ................................................14 FIGURE 9: SYSTEM-WIDE MODE OF TRAVEL TO THE STATION BY STATION..................................................................15 FIGURE 10: SYSTEM-WIDE PERCENTAGE OF PEOPLE WITH PARKING PERMITS AND ON WAITING LISTS BY STATION ...16 FIGURE 11: SYSTEM-WIDE GENDER OF SURVEY RESPONDENTS BY STATION ...............................................................18 FIGURE 12: SYSTEM-WIDE RESPONDENTS WITH INCOME LEVEL OF $75K OR HIGHER BY STATION.............................19 FIGURE 13: SYSTEM-WIDE AGE STRATIFICATION BY STATION AND LINE.....................................................................20 FIGURE 14: SYSTEM-WIDE RATING OF PARKING ENTRANCES BY STATION AND LINE ..................................................23 FIGURE 15: SYSTEM-WIDE RATING OF PARKING EXITS BY STATION AND LINE ............................................................24