HomeMy WebLinkAbout1993-05-11 - AGENDA REPORTS - DIAL A RIDE SURVEY RESULTS (2)City Manager Apprc
Item to be presented
BUSINESS
DATE: May 11, 1993
SUBJECT: Dial -A -Ride Survey Results
DEPARTMENT: Public Works
BACKGROUND
The transit division conducted a phone survey of existing dial -a -ride customers to determine
current levels of satisfaction of the system. The phone survey was conducted during the
month of February1993 by a local marketing consultant, Gary Haggard. Customers were
randomly selected from the dial -a -ride client list. There were 101 participants in the survey.
The attached charts summarize the results of the survey. Customer satisfaction with existing
dial -a -ride service is very high. Drivers were rated excellent or good by 98 % of the
respondents. Customer Service Agents were considered courteous by 89 % of the
respondents. Most customers, 87%, would recommend dial -a -ride service to a person
moving into the community. The weakest area was on-time performance, however even in
this category 82% consider on-time performance to be good or excellent.
Besides providing a pulse of the current service, this survey was designed to help the transit
division determine where energies need to be focused to further improve service. Improving
on-time performance is one area. Since pick-ups at doctor's offices is one particular problem
area, transit staff is preparing a special informational guide for medical offices so that,
medical office staff can better understand how dial -a -ride functions and better coordinate
pick-ups. Staff will be exploring other means of improving on-time performance.
RECOMMENDATION
Commend staff for their good work and continued success.
ATTACHMENT: Summary of Dial -A -Ride Survey.
AQ° �'` a �� Agenda Item:
Santa.Clarita Dial -AmRide Survey
How Often Do You Use Dial -A -Ride
2-3. Days/Wk
32.0%
4-6 DaysMk
34.0%
I Day/Wk
.16.0%
Santa Clarity DimakXRide Survey
i What Do You Use Dial -A -Ride For?
Senior Centel
17.0%
Medical
39.0%
Shopping
14.0%
J
Santa Clarity DialmkRide Survey
Do You Consider the People You Speak With to be
Courteous?
Yes
89.0%
No
4.0%
Answer
7.0%
Santa Clarita DialmAmRide Survey
How Would You Rate the Drivers Who. Transport You?
Excellent
63.6%
Poor
2.0%
Santa Clarita DiakA-Ride Survey
How Would Yo -u Rate the Van's
Good
55.0%
On-time Performance?
Excellent
'oor
8.0%
I-
Santa Clarita Dial=A-Ride Survey
How. Would You Recommend Improving Service?
Be On Time
9.0%
Better Schedul
5.0%
No Suggestion
48.0%
"Other" represents more than 30 individual suggestions.
s< y
Santa Clarita DiakA-Ride Survey
What Services Would You. Like That Are Not Currently
Provided?
No Suggestion
66.0%
` '4.096 Valley Service".
3.0%;
"Other' represents 25 individual suggestions.
Santa Clarity DinakXRide Survey
Would You Recommend the Service to a New Person
Moving Into the Community?
Yes
87.0%
No Answer
6.0%
i