2016 Customer

Satisfaction Study

January 25, 2017

BART Board Workshop 2017

Objectives
Track trends in customer satisfaction
Obtain feedback on specific service attributes
Prioritize areas that need improvement

January 25 26, 2017

BART Board Workshop 2017

Methods
Sampling technique
Questionnaire
Analysis of data

January 25 26, 2017

BART Board Workshop 2017

Satisfaction
Overall, how satisfied are you with the services provided by BART?
80%

2014: 74% Satisfied

70%

2016: 69% Satisfied

60%
50%

46% 45%

40%
30%

28%
24%
15% 17%

20%

8%

10%

11%
2%

3%

0%
Very Satisfied

Somewhat Satisfied

Neutral

Somewhat
Dissatisfied

Very Dissatisfied

Percentages may not total 100% due to rounding

January 25 26, 2017

BART Board Workshop 2017

Recommend to a Friend
Would you recommend BART to a friend or out-of-town guest?
80%

2014: 89% Would recommend

70%
60%

2016: 85% Would recommend

59%
55%

50%
40%
30% 30%

30%
20%

8%

10%

10%
2%

3%

0%
Definitely

Probably

Might or might not

Probably not

1%

1%

Definitely not

Percentages may not total 100% due to rounding

January 25 26, 2017

BART Board Workshop 2017

Value for the Money

BART is a good value for the money.
80%

2014: 63% Agree

70%

2016: 59% Agree

60%
50%
38% 36%

40%
30%

25% 23%

20% 21%

20%

11% 13%

10%

5%

6%

0%
Agree Strongly

Agree Somewhat

Neutral

Disagree
Somewhat

Disagree Strongly

Percentages may not total 100% due to rounding

January 25 26, 2017

BART Board Workshop 2017

Satisfaction Trends and Ridership

Satisfaction

100%

500,000
Red line svc
increase (eve)

Avg Wkday Ridership

95%

90%

85%

84%

400,000

84%

78%

Recession

74%

75%

Hayward Fire
5/08

Work Stoppage
9/97

Service
Reduction
(eve/Sun)
9/09

Daily Parking Fees

Introduced

70%

65%

375,000

80%

80%

1996

Weekend service
closures

350,000

74%

325,000
300,000

Pkg fee increases

69%
Work Stoppages:
7/13, 10/13

275,000

---------------------------------------------------------------Fare Increases:---------------------------------------------------------1/03 1/04

1/08
7/09
1/06
1/14
1/16
7/12

Fare Increase
4/97

1998

2000

Renovation Program

January 25 26, 2017

2002

2004

2006

450,000

425,000

82%
80%

475,000

Bikes allowed
all times

86%
85%

Final carpets
removed: 6/15

Vinyl seats
introduced

Service Increase
(eve/Sun)
1/08
Permit
Parking
12/02

Final vinyl seats

installed: 12/14

W Dublin
Opens

SFO Opens
6/03

OAK opens

2008

Budget Cuts

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2010

2012

2014

250,000

2016

Better BART

Largest Service Rating Changes

Declines across most attributes. Largest declines:
-10.0%

Noise level on trains

-7.7%

Availability of seats on trains

-6.6%

Elevator availability / reliability

-6.3%

Enforcement against fare evasion

-5.5%

Escalator availability / reliability

-4.9%
-4.7%
-4.6%

Space for luggage, bikes, strollers

Personal security
Availability of standing room

-4.4%

Station cleanliness

-4.4%

Overall condition / state of repair

-4.4%

Elevator cleanliness

Rating of seat condition/cleanliness increased +3.9%

January 25 26, 2017

BART Board Workshop 2017

Impact of Seating Availability

As would be expected, customers who stood for at least part of their trips gave lower
ratings than those who did not stand.
88%

90%

81%

80%
70%
60%

74%
63%

61%
54%

50%

Stood

40%

Didn't Stand

30%
20%
10%
0%

Overall Satisfaction
January 25 26, 2017

Would Recommend
BART

Good Value for the

Money

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2016 BART Customer Satisfaction Survey

Quadrant Chart

Trough to Peak
Previous instance of satisfaction at 74% in 1998, after which satisfaction
rose to an all-time high of 86% in 2004.
$1.2 billion investment in renovation.
18 Target Issues in 1998

2 Target Issues in 2004

TVM reliability

Station Agent availability

Train cleanliness

Fare gate reliability

Personnel courtesy

Ticket refunds

Lines at exit gates

Ticket refunds

Escalator availability

Seat availability

Elevator availability

Train temperature

Train cleanliness

Noise level

Station cleanliness

PA announcements

Station condition

Bus connections

Personal security

Leadership in regl trans.

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Conditions prior to 1998 Survey

Long lines due to fare gates out of service

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Customer Ratings 1998 2004

Overall satisfaction grew from 74% to 86%. Top increases:
Reliability of ticket vending machines

39.4%

Escalator availability and reliability

22.5%

Length of lines at exit gates

22.3%

Condition/cleanliness of train windows

15.9%

Elevator availability and reliability

15.9%

Gain in mean score from 1998 to 2004 (%)

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Summary
Satisfaction has declined significantly since 2012 from 84% to 69%.
Primary factors include:
High ridership increased crowding and impact on system
Aging BART system increased delays, equipment breakdowns

BART was in a similar position in late 1990s; a large investment in

renovation resulted in significant improvements and higher satisfaction.
Future outlook is positive. Better BART projects on horizon include:
New rail cars to ease crowding, increase reliability and improve onboard
conditions
New automatic train control system to increase frequency and reliability
Escalator renovation program
Elevator door/floor replacement program (in process)
New wheel profile project to reduce noise on current fleet (begins March 2017)
January 25 26, 2017

BART Board Workshop 2017

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