Access 2017 Customer Satisfaction Survey December 11 2017 The Fairfax Research Group Methodology Telephone survey Customers who rode with Access at least once in the previous six months Conducted in October 2017 ID: 766971
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Access2017 CustomerSatisfaction Survey December 11, 2017 The Fairfax Research Group
MethodologyTelephone survey Customers who rode with Access at least once in the previous six months Conducted in October 2017 Sample sizes: 2011 = 1,204 2017 = 1,319 Average questionnaire length of 20 minutes Sampling error margin: 2011 = 2.9 percentage points 2017 = 2.7 percentage points
The Driver Driver was very helpful Driver was courteous Satisfied with the driver n=1,204/1,319
Reservation Agent Reservation agent was courteous Satisfied with reservation agent Reservation was accurate n=1,204/1,319
Customer Service Rep Speak with Customer service representative regarding trip issue or ETA How satisfied are you with the customer service representative? n=500/489 Customer service representative was courteous
The Vehicle Ride: Satisfaction Cleanliness: Satisfaction Comfort: Satisfaction Appearance: Satisfaction n=1,204/1,319 n=1,204/1,319 Difficulty/Problems Entering/Exiting Vehicle
Travel Time Travel time with Access compared to the bus n=1,204/1,319
Punctuality n=172/191 Driver Arrive Within 20 Minutes of Scheduled Pickup Time Average Number Minutes Arrive Outside of 20 Minute On-Time Window 2011 10 2017 13 n=1,204/1,319
Complaint Resolution Satisfaction with Access Response to Concerns (Customers Who Filed a Complaint) n=249
Commendation n=1,319 9% of Access customers filed a commendation in the past six months 60% 17% 14% n=123 Types of Commendations
Operations Monitoring Center Satisfaction with Experience Calling Access OMC (Customers Who Called OMC) n=539
Beyond the Curb Service During Trip felt Access resolved the issue Satisfaction with Driver Response to Request for Assistance to Door (Customers who requested unscheduled assistance) n=152
Beyond the Curb Request at Reservation felt Access resolved the issue Satisfaction with Way Access Handled Beyond the Curb Service (Customers who requested beyond the curb service at time of reservation) n=232
Traveling with Service Animal n=53 Experienced Difficulties or Problems Traveling with Service Animal (Customers who travel with a service animal)
Quality of Service Last 2 Years n=1,204/1,319
Satisfaction with Total Ride Experience n=1,204/1,319 Overall Satisfaction with Access Overall Satisfaction