Customer Education and Awareness of On-Demand Mobility (2023)

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106 Survey Responses A P P E N D I X C Screening Q1 Consent Q2 This survey invitation has been prepared for transit agencies in the United States. Are you affiliated with a transit agency in the United States? Introductory Questions Q3 The following questions confirm that your agency has experience with on-demand mobility service(s). Q4 Please provide information about you and your transit agency. Q5 Does your transit agency have an on-demand mobility service either in current service or that was previously operational (beyond traditional ADA paratransit, Dial-a-Ride, or flexible fixed route transit)? Q6 For this survey, we are interested in any marketing, customer education, and stakeholder engagement efforts associated with on-demand mobility services at transit agencies. These services could either be operated by the transit agency using an on-demand dispatching platform or in partnership with a service/technology provider for some/all of the service components. Q7 Do you personally have knowledge of the transit agency’s on-demand mobility services(s) (including customer education or awareness efforts associated with the service(s))? Q8 Do you know who has knowledge of the transit agency’s on-demand mobility service(s)? Q9 Please provide the contact information of the individual who has knowledge of the transit agency’s on-demand mobility service(s). On-Demand Mobility Services Q10 The following questions ask about the on-demand mobility services currently or previously at your transit agency. In order to maintain consistency, we’ve provided definitions for a few terms that will be presented in the survey. Please review before proceeding. Q11 Please enter the names of any active or previous on-demand services (up to five) at your transit agency and the names of the service/technology partners for the service. [Note that throughout this appendix, column totals may not add up to 100% because of rounding.]

Survey Responses 107   Arlington Via Rideshare 1 3.4 3.4 6.9 BCGo 1 3.4 3.4 10.3 Canyon County OnDemand 1 3.4 3.4 13.8 CARE On- Demand 1 3.4 3.4 17.2 Citibus OnDemand 1 3.4 3.4 20.7 Connect On- Demand 1 3.4 3.4 24.1 Dial-a-Ride 1 3.4 3.4 27.6 GO Connect 1 3.4 3.4 31.0 Microtransit 4 13.8 13.8 44.8 MOD 1 3.4 3.4 48.3 Mountain Line GO! 1 3.4 3.4 51.7 North East Zone 1 3.4 3.4 55.2 Pace On Demand 1 3.4 3.4 58.6 PICK Transportation 1 3.4 3.4 62.1 Pick Up Program (PUP) 1 3.4 3.4 65.5 Pickup by Capital Metro 1 3.4 3.4 69.0 Ready! 1 3.4 3.4 72.4 RIDE 1 3.4 3.4 75.9 Sportran On- Demand 1 3.4 3.4 79.3 STARNow 1 3.4 3.4 82.8 start-on- demand 1 3.4 3.4 86.2 UTA On Demand 1 3.4 3.4 89.7 Via OnDemand Rideshare Program 1 3.4 3.4 93.1 Service #1 On-Demand Service Frequency Percent Valid Percent Cumulative Percent Valid AccessLYNX 1 3.4 3.4 3.4

108 Customer Education and Awareness of On-Demand Mobility Via to Transit 1 3.4 3.4 96.6 VTA FLEX 1 3.4 3.4 100.0 Total 29 100.0 100.0 Service #1 Service/Technology Partner(s) Frequency Percent Valid Percent Cumulative Percent Valid 1 3.4 3.4 3.4 Demand Trans 1 3.4 3.4 6.9 downtowner, llc 1 3.4 3.4 10.3 Liftango 1 3.4 3.4 13.8 Lyft, Uber, Anton’s Taxi, RTA Paratransit 1 3.4 3.4 17.2 Microtransit (Via) 1 3.4 3.4 20.7 Microtransit/Spare Labs 1 3.4 3.4 24.1 MTM Transit/Via 1 3.4 3.4 27.6 MV Transportation 1 3.4 3.4 31.0 North River Transit 1 3.4 3.4 34.5 Pelivan, KiBois Area Transit, Cimarron Transit, JAMM Transit 1 3.4 3.4 37.9 Ride with Via 1 3.4 3.4 41.4 RideCell 1 3.4 3.4 44.8 RideCo 1 3.4 3.4 48.3 Route Match 1 3.4 3.4 51.7 Spare 1 3.4 3.4 55.2 Spare Labs 1 3.4 3.4 58.6 Transloc 1 3.4 3.4 62.1 TransLoc 2 6.9 6.9 69.0 Uber 1 3.4 3.4 72.4 UZURV/Roundtrip 1 3.4 3.4 75.9 Via 6 20.7 20.7 96.6 Via Transportation 1 3.4 3.4 100.0 Total 29 100.0 100.0 No response

Survey Responses 109   Service #2 On-Demand Service Frequency Percent Valid Percent Cumulative Percent Valid 19 65.5 65.5 65.5 Arlington RAPID 1 3.4 3.4 69.0 Digital platform 1 3.4 3.4 72.4 Digital Platform 1 3.4 3.4 75.9 Micro 1 3.4 3.4 79.3 NeighborLink 1 3.4 3.4 82.8 North West Zone 1 3.4 3.4 86.2 Pick Up Program (PUP) 1 3.4 3.4 89.7 Pilot On- demand Service 1 3.4 3.4 93.1 Ride Pingo to Transit 1 3.4 3.4 96.6 WeGo 1 3.4 3.4 100.0 Total 29 100.0 100.0 Service #2 Service/Technology Partner(s) Frequency Percent Valid Percent Cumulative Percent Valid 19 65.5 65.5 65.5 Lyft 1 3.4 3.4 69.0 MV Transportation 1 3.4 3.4 72.4 RideCo 1 3.4 3.4 75.9 The Routing Company 1 3.4 3.4 79.3 No response No response

110 Customer Education and Awareness of On-Demand Mobility TransLoc 1 3.4 3.4 82.8 Uber/UZURV 1 3.4 3.4 86.2 Via 3 10.3 10.3 96.6 Via, May Mobility 1 3.4 3.4 100.0 Total 29 100.0 100.0 Service #3 On-Demand Service Frequency Percent Valid Percent Cumulative Percent Valid 24 82.8 82.8 82.8 COMET to the Market (COMET on the Go!) 1 3.4 3.4 86.2 Community Ride Sammamish 1 3.4 3.4 89.7 Micro 1 3.4 3.4 93.1 Sandy Oaks 1 3.4 3.4 96.6 Subsidy program 1 3.4 3.4 100.0 Total 29 100.0 100.0 Service #3 Service/Technology Partner(s) Frequency Percent Valid Percent Cumulative Percent Valid 24 82.8 82.8 82.8 Lyft 1 3.4 3.4 86.2 RideCo 1 3.4 3.4 89.7 Spare 1 3.4 3.4 93.1 Transdev 1 3.4 3.4 96.6 TransLoc 1 3.4 3.4 100.0 Total 29 100.0 100.0 No response No response

Survey Responses 111   Service #4 On-Demand Service Frequency Percent Valid Percent Cumulative Percent Valid 26 89.7 89.7 89.7 COMET at Night (COMET on the Go!) 1 3.4 3.4 93.1 Community Ride Juanita Area 1 3.4 3.4 96.6 Micro 1 3.4 3.4 100.0 Total 29 100.0 100.0 Service #4 Service/Technology Partner(s) Frequency Percent Valid Percent Cumulative Percent Valid 26 89.7 89.7 89.7 Lyft 1 3.4 3.4 93.1 RideCo 1 3.4 3.4 96.6 Spare 1 3.4 3.4 100.0 Total 29 100.0 100.0 Service #5 On-Demand Service Frequency Percent Valid Percent Cumulative Percent Valid 28 96.6 96.6 96.6 Crossroads Connect 1 3.4 3.4 100.0 Total 29 100.0 100.0 No response No response No response

112 Customer Education and Awareness of On-Demand Mobility Service #5 Service/Technology Partner(s) Frequency Percent Valid Percent Cumulative Percent Valid 28 96.6 96.6 96.6 Spare 1 3.4 3.4 100.0 Total 29 100.0 100.0 Q12 Please indicate whether any of these on-demand mobility services are currently active. [Field-Service1OnDemand] Frequency Percent Valid Percent Cumulative Percent Valid Active 25 86.2 86.2 86.2 Not active 4 13.8 13.8 100.0 Total 29 100.0 100.0 [Field-Service2OnDemand] Frequency Percent Valid Percent Cumulative Percent Valid Active 9 31.0 90.0 90.0 Not active 1 3.4 10.0 100.0 Total 10 34.5 100.0 Missing System 19 65.5 Total 29 100.0 [Field-Service3OnDemand] Frequency Percent Valid Percent Cumulative Percent Valid Active 3 10.3 60.0 60.0 Not active 2 6.9 40.0 100.0 Total 5 17.2 100.0 Missing System 24 82.8 Total 29 100.0 [Field-Service4OnDemand] Frequency Percent Valid Percent Cumulative Percent Valid Active 3 10.3 100.0 100.0 Missing System 26 89.7 Total 29 100.0 No response

Survey Responses 113   [Field-Service5OnDemand] Frequency Percent Valid Percent Cumulative Percent Valid Not active 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 Q13 What was the purpose of the on-demand mobility service(s)? Please check all that apply. Test functionality of new service model Frequency Percent Valid Percent Cumulative Percent Valid Test functionality of new service model 17 58.6 100.0 100.0 Missing System 12 41.4 Total 29 100.0 Provide service in a new geographic area Frequency Percent Valid Percent Cumulative Percent Valid Provide service in a new geographic area 15 51.7 100.0 100.0 Missing System 14 48.3 Total 29 100.0 Replace discontinued service in a new geographic area Frequency Percent Valid Percent Cumulative Percent Valid Replace discontinued service in a new geographic area 7 24.1 100.0 100.0 Missing System 22 75.9 Total 29 100.0 Provide first/last mile gap service connections Frequency Percent Valid Percent Cumulative Percent Valid Provide first/last mile gap service connections 16 55.2 100.0 100.0 Missing System 13 44.8 Total 29 100.0

114 Customer Education and Awareness of On-Demand Mobility Provide service for a specific population group(s) Frequency Percent Valid Percent Cumulative Percent Valid Provide service for a specific population group(s) 9 31.0 100.0 100.0 Missing System 20 69.0 Total 29 100.0 Improve service in transportation-disadvantaged areas Frequency Percent Valid Percent Cumulative Percent Valid Improve service in transportation- disadvantaged areas 18 62.1 100.0 100.0 Missing System 11 37.9 Total 29 100.0 Lower trip demand on ADA paratransit service Frequency Percent Valid Percent Cumulative Percent Valid Lower trip demand on ADA paratransit service 4 13.8 100.0 100.0 Missing System 25 86.2 Total 29 100.0 Bolster ridership on the fixed route bus network Frequency Percent Valid Percent Cumulative Percent Valid Bolster ridership on the fixed route bus network 7 24.1 100.0 100.0 Missing System 22 75.9 Total 29 100.0 Take advantage of available funding opportunities Frequency Percent Valid Percent Cumulative Percent Valid Take advantage of available funding opportunities 10 34.5 100.0 100.0 Missing System 19 65.5 Total 29 100.0 Other (specify) Frequency Percent Valid Percent Cumulative Percent Valid Other (specify) 9 31.0 100.0 100.0 Missing System 20 69.0 Total 29 100.0

Survey Responses 115   Other (specify) Text Frequency Percent Valid Percent Cumulative Percent Valid 20 69.0 69.0 69.0 Attract new customers by offering a new model of transportation. 1 3.4 3.4 72.4 COVID reductions in fixed route service and now, driver shortage. 1 3.4 3.4 75.9 Reduce single-occupancy vehicle trips and GHG emissions from transportation. Increase linked multimodal and active transportation trips. 1 3.4 3.4 79.3 Replace existing fixed route service in an existing geographic area. 1 3.4 3.4 82.8 Replace fixed route service in current area. 1 3.4 3.4 86.2 Replace ineffective fixed route bus service. 1 3.4 3.4 89.7 Replace inefficient and costly routes with more cost-effective and better service. 1 3.4 3.4 93.1 We replaced our previous fixed route system with on-demand service. 1 3.4 3.4 96.6 We were taking a collective approach to provide a solution for transit- dependent individuals to utilize after- hours and weekend public transit. 1 3.4 3.4 100.0 Total 29 100.0 100.0 Internal Processes and Planning Q14 The following questions ask about information involved in creating the marketing and outreach strategy associated with the on-demand mobility service(s). 0% 20% 40% 60% 80% 100% Lower trip demand on ADA paratransit service Replace discontinued service in a new geographic area Bolster ridership on the fixed-route bus network Provide service for a specific population group(s) Other, specify Take advantage of available funding opportunities Provide service in a new geographic area Provide first/last mile gap service connections Test functionality of new service model Improve service in transportation-disadvantaged areas No response

116 Customer Education and Awareness of On-Demand Mobility Q15 How did your agency define specific customer populations for on-demand mobility service(s) while the service was being developed? Please check all that apply. Service area location Frequency Percent Valid Percent Cumulative Percent Valid Factors used to define specific customer populations 21 72.4 100.0 100.0 Missing System 8 27.6 Total 29 100.0 Service area location Frequency Percent Valid Percent Cumulative Percent Valid Factor impacted the marketing strategy for the service 23 79.3 100.0 100.0 Missing System 6 20.7 Total 29 100.0 Service area location Frequency Percent Valid Percent Cumulative Percent Valid Factor impacted the branding for the service 13 44.8 100.0 100.0 Missing System 16 55.2 Total 29 100.0

Survey Responses 117   Service radius Frequency Percent Valid Percent Cumulative Percent Valid Factors used to define specific customer populations 16 55.2 100.0 100.0 Missing System 13 44.8 Total 29 100.0 Service radius Frequency Percent Valid Percent Cumulative Percent Valid Factor impacted the marketing strategy for the service 15 51.7 100.0 100.0 Missing System 14 48.3 Total 29 100.0 Service radius Frequency Percent Valid Percent Cumulative Percent Valid Factor impacted the branding for the service 6 20.7 100.0 100.0 Missing System 23 79.3 Total 29 100.0

118 Customer Education and Awareness of On-Demand Mobility Demographic information Frequency Percent Valid Percent Cumulative Percent Valid Factors used to define specific customer populations 14 48.3 100.0 100.0 Missing System 15 51.7 Total 29 100.0 Demographic information Frequency Percent Valid Percent Cumulative Percent Valid Factor impacted the marketing strategy for the service 19 65.5 100.0 100.0 Missing System 10 34.5 Total 29 100.0 Demographic information Frequency Percent Valid Percent Cumulative Percent Valid Factor impacted the branding for the service 5 17.2 100.0 100.0 Missing System 24 82.8 Total 29 100.0

Survey Responses 119   Geographic characteristics of the area Frequency Percent Valid Percent Cumulative Percent Valid Factors used to define specific customer populations 15 51.7 100.0 100.0 Missing System 14 48.3 Total 29 100.0 Geographic characteristics of the area Frequency Percent Valid Percent Cumulative Percent Valid Factor impacted the marketing strategy for the service 11 37.9 100.0 100.0 Missing System 18 62.1 Total 29 100.0 Geographic characteristics of the area Frequency Percent Valid Percent Cumulative Percent Valid Factor impacted the branding for the service 4 13.8 100.0 100.0 Missing System 25 86.2 Total 29 100.0

120 Customer Education and Awareness of On-Demand Mobility Points of interest in the service area Frequency Percent Valid Percent Cumulative Percent Valid Factors used to define specific customer populations 17 58.6 100.0 100.0 Missing System 12 41.4 Total 29 100.0 Points of interest in the service area Frequency Percent Valid Percent Cumulative Percent Valid Factor impacted the marketing strategy for the service 18 62.1 100.0 100.0 Missing System 11 37.9 Total 29 100.0 Points of interest in the service area Frequency Percent Valid Percent Cumulative Percent Valid Factor impacted the branding for the service 8 27.6 100.0 100.0 Missing System 21 72.4 Total 29 100.0

Survey Responses 121   Local organizations in the area Frequency Percent Valid Percent Cumulative Percent Valid Factors used to define specific customer populations 10 34.5 100.0 100.0 Missing System 19 65.5 Total 29 100.0 Local organizations in the area Frequency Percent Valid Percent Cumulative Percent Valid Factor impacted the marketing strategy for the service 17 58.6 100.0 100.0 Missing System 12 41.4 Total 29 100.0 Local organizations in the area Frequency Percent Valid Percent Cumulative Percent Valid Factor impacted the branding for the service 8 27.6 100.0 100.0 Missing System 21 72.4 Total 29 100.0

122 Customer Education and Awareness of On-Demand Mobility Transit agency goals Frequency Percent Valid Percent Cumulative Percent Valid Factors used to define specific customer populations 19 65.5 100.0 100.0 Missing System 10 34.5 Total 29 100.0 Transit agency goals Frequency Percent Valid Percent Cumulative Percent Valid Factor impacted the marketing strategy for the service 21 72.4 100.0 100.0 Missing System 8 27.6 Total 29 100.0 Transit agency goals Frequency Percent Valid Percent Cumulative Percent Valid Factor impacted the branding for the service 16 55.2 100.0 100.0 Missing System 13 44.8 Total 29 100.0

Survey Responses 123   Community input Frequency Percent Valid Percent Cumulative Percent Valid Factors used to define specific customer populations 16 55.2 100.0 100.0 Missing System 13 44.8 Total 29 100.0 Community input Frequency Percent Valid Percent Cumulative Percent Valid Factor impacted the marketing strategy for the service 15 51.7 100.0 100.0 Missing System 14 48.3 Total 29 100.0 Community input Frequency Percent Valid Percent Cumulative Percent Valid Factor impacted the branding for the service 13 44.8 100.0 100.0 Missing System 16 55.2 Total 29 100.0

124 Customer Education and Awareness of On-Demand Mobility Language populations Frequency Percent Valid Percent Cumulative Percent Valid Factors used to define specific customer populations 6 20.7 100.0 100.0 Missing System 23 79.3 Total 29 100.0 Language populations Frequency Percent Valid Percent Cumulative Percent Valid Factor impacted the marketing strategy for the service 11 37.9 100.0 100.0 Missing System 18 62.1 Total 29 100.0 Language populations Frequency Percent Valid Percent Cumulative Percent Valid Factor impacted the branding for the service 7 24.1 100.0 100.0 Missing System 22 75.9 Total 29 100.0

Survey Responses 125   Other (if applicable, specify here) Frequency Percent Valid Percent Cumulative Percent Valid Factors used to define specific customer populations 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 Other (if applicable, specify here) Frequency Percent Valid Percent Cumulative Percent Valid Factor impacted the marketing strategy for the service 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 Other (if applicable, specify here) Frequency Percent Valid Percent Cumulative Percent Valid Factor impacted the branding for the service 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0

126 Customer Education and Awareness of On-Demand Mobility Other (if applicable, specify here) Text Frequency Percent Valid Percent Cumulative Percent Valid 27 93.1 93.1 93.1 Fare structure. Level of subsidization. Relationship with other transit agencies/partnering opportunities 1 3.4 3.4 96.6 The on-demand service is our entire public transportation service. We did target a specific customer base. 1 3.4 3.4 100.0 Total 29 100.0 100.0 Q16 How was the service branded in name to customers? Please check all that apply. [Field-Service1OnDemand] As a stand-alone service Frequency Percent Valid Percent Cumulative Percent Valid As a stand- alone service 12 41.4 100.0 100.0 Missing System 17 58.6 Total 29 100.0 0% 20% 40% 60% 80% 100% Other Language Local organizations in the area Demographic information Geographic characteristics of the area Service radius Community input Points of interest in the service area Transit agency goals Service area location Factor impacted the branding for the service Factor impacted the marketing strategy for the service Factors used to define specific customer populations No response

Survey Responses 127   [Field-Service1OnDemand] As part of the existing transit agency Frequency Percent Valid Percent Cumulative Percent Valid As part of the existing transit agency 21 72.4 100.0 100.0 Missing System 8 27.6 Total 29 100.0 [Field-Service1OnDemand] As part of private mobility provider service (in the digital platform) Frequency Percent Valid Percent Cumulative Percent Valid As part of private mobility provider service (in the digital platform) 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0

128 Customer Education and Awareness of On-Demand Mobility [Field-Service1OnDemand] Made available without special branding Frequency Percent Valid Percent Cumulative Percent Valid Made available without special branding 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 [Field-Service2OnDemand] As a stand-alone service Frequency Percent Valid Percent Cumulative Percent Valid As a stand- alone service 2 6.9 100.0 100.0 Missing System 27 93.1 Total 29 100.0 [Field-Service2OnDemand] As part of the existing transit agency Frequency Percent Valid Percent Cumulative Percent Valid As part of the existing transit agency 8 27.6 100.0 100.0 Missing System 21 72.4 Total 29 100.0

Survey Responses 129   [Field-Service3OnDemand] As a stand-alone service Frequency Percent Valid Percent Cumulative Percent Valid As a stand- alone service 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 [Field-Service3OnDemand] As part of the existing transit agency Frequency Percent Valid Percent Cumulative Percent Valid As part of the existing transit agency 4 13.8 100.0 100.0 Missing System 25 86.2 Total 29 100.0 [Field-Service4OnDemand] As part of the existing transit agency Frequency Percent Valid Percent Cumulative Percent Valid As part of the existing transit agency 3 10.3 100.0 100.0 Missing System 26 89.7 Total 29 100.0

130 Customer Education and Awareness of On-Demand Mobility [Field-Service5OnDemand] As part of the existing transit agency Frequency Percent Valid Percent Cumulative Percent Valid As part of the existing transit agency 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 Q17 How was the service branded in features to customers? Please check all that apply. [Field-Service1OnDemand] As available to everyone Frequency Percent Valid Percent Cumulative Percent Valid As available to everyone 24 82.8 100.0 100.0 Missing System 5 17.2 Total 29 100.0 [Field-Service1OnDemand] As a premium service in terms of fare/availability Frequency Percent Valid Percent Cumulative Percent Valid As a premium service in terms of fare/ availability 11 37.9 100.0 100.0 Missing System 18 62.1 Total 29 100.0

Survey Responses 131   [Field-Service1OnDemand] As a premium service in terms of comfort/vehicle type Frequency Percent Valid Percent Cumulative Percent Valid As a premium service in terms of comfort/ vehicle type 7 24.1 100.0 100.0 Missing System 22 75.9 Total 29 100.0 [Field-Service1OnDemand] Made available without special branding Frequency Percent Valid Percent Cumulative Percent Valid Made available without special branding 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 [Field-Service2OnDemand] As available to everyone Frequency Percent Valid Percent Cumulative Percent Valid As available to everyone 9 31.0 100.0 100.0 Missing System 20 69.0 Total 29 100.0

132 Customer Education and Awareness of On-Demand Mobility [Field-Service2OnDemand] As a premium service in terms of fare/availability Frequency Percent Valid Percent Cumulative Percent Valid As a premium service in terms of fare/ availability 4 13.8 100.0 100.0 Missing System 25 86.2 Total 29 100.0 [Field-Service2OnDemand] As a premium service in terms of comfort/vehicle type Frequency Percent Valid Percent Cumulative Percent Valid As a premium service in terms of comfort/ vehicle type 2 6.9 100.0 100.0 Missing System 27 93.1 Total 29 100.0 [Field-Service2OnDemand] Made available without special branding Frequency Percent Valid Percent Cumulative Percent Valid Made available without special branding 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0

Survey Responses 133   [Field-Service3OnDemand] As available to everyone Frequency Percent Valid Percent Cumulative Percent Valid As available to everyone 4 13.8 100.0 100.0 Missing System 25 86.2 Total 29 100.0 [Field-Service3OnDemand] As a premium service in terms of fare/availability Frequency Percent Valid Percent Cumulative Percent Valid As a premium service in terms of fare/ availability 2 6.9 100.0 100.0 Missing System 27 93.1 Total 29 100.0 [Field-Service3OnDemand] As a premium service in terms of comfort/vehicle type Frequency Percent Valid Percent Cumulative Percent Valid As a premium service in terms of comfort/ vehicle type 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0

134 Customer Education and Awareness of On-Demand Mobility [Field-Service4OnDemand] As available to everyone Frequency Percent Valid Percent Cumulative Percent Valid As available to everyone 3 10.3 100.0 100.0 Missing System 26 89.7 Total 29 100.0 [Field-Service4OnDemand] As a premium service in terms of comfort/vehicle type Frequency Percent Valid Percent Cumulative Percent Valid As a premium service in terms of comfort/ vehicle type 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 [Field-Service5OnDemand] As available to everyone Frequency Percent Valid Percent Cumulative Percent Valid As available to everyone 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 Roles and Responsibilities Q18 The following questions ask about roles and responsibilities of the transit agency and public and private partners involved with the on-demand mobility service(s).

Survey Responses 135   Q19 Which department within the agency where you work contributes to the customer education and awareness efforts for the on-demand service(s)? Please indicate “Lead,” “Support,” or “Other role.” Marketing Frequency Percent Valid Percent Cumulative Percent Valid Lead 12 41.4 48.0 48.0 Support 13 44.8 52.0 100.0 Total 25 86.2 100.0 Missing System 4 13.8 Total 29 100.0 Planning Frequency Percent Valid Percent Cumulative Percent Valid Lead 10 34.5 41.7 41.7 Support 13 44.8 54.2 95.8 Other role (provide role in next question) 1 3.4 4.2 100.0 Total 24 82.8 100.0 Missing System 5 17.2 Total 29 100.0 Innovation Department Frequency Percent Valid Percent Cumulative Percent Valid Lead 6 20.7 37.5 37.5 Support 10 34.5 62.5 100.0 Total 16 55.2 100.0 Missing System 13 44.8 Total 29 100.0

136 Customer Education and Awareness of On-Demand Mobility Operations (Fixed Route) Frequency Percent Valid Percent Cumulative Percent Valid Lead 4 13.8 22.2 22.2 Support 13 44.8 72.2 94.4 Other role (provide role in next question) 1 3.4 5.6 100.0 Total 18 62.1 100.0 Missing System 11 37.9 Total 29 100.0 Operations (Demand Response) Frequency Percent Valid Percent Cumulative Percent Valid Lead 8 27.6 40.0 40.0 Support 11 37.9 55.0 95.0 Other role (provide role in next question) 1 3.4 5.0 100.0 Total 20 69.0 100.0 Missing System 9 31.0 Total 29 100.0 Community Outreach Frequency Percent Valid Percent Cumulative Percent Valid Lead 12 41.4 54.5 54.5 Support 10 34.5 45.5 100.0 Total 22 75.9 100.0 Missing System 7 24.1 Total 29 100.0

Survey Responses 137   Other department (if applicable, specify here) Frequency Percent Valid Percent Cumulative Percent Valid Lead 1 3.4 20.0 20.0 Support 4 13.8 80.0 100.0 Total 5 17.2 100.0 Missing System 24 82.8 Total 29 100.0 Other department (if applicable, specify here) Text Frequency Percent Valid Percent Cumulative Percent Valid 24 82.8 82.8 82.8 Customer Service 1 3.4 3.4 86.2 Customer Support 1 3.4 3.4 89.7 Information Technology (IT) 1 3.4 3.4 93.1 Too small an agency to have “departments” 1 3.4 3.4 96.6 [Vendor] Operations 1 3.4 3.4 100.0 Total 29 100.0 100.0 0% 20% 40% 60% 80% 100% Marketing Planning Innovation Operations – Fixed- Route Operations – Demand Response Community Outreach Other department Lead No response

138 Customer Education and Awareness of On-Demand Mobility Q20 What other roles do departments within the agency where you work have with respect to the customer education and awareness efforts for the on-demand service(s)? Planning Frequency Percent Valid Percent Cumulative Percent Valid 28 96.6 96.6 96.6 Developed schedules and routing 1 3.4 3.4 100.0 Total 29 100.0 100.0 Operations (Fixed Route) Frequency Percent Valid Percent Cumulative Percent Valid 28 96.6 96.6 96.6 N/A (operated by [transit agency]) 1 3.4 3.4 100.0 Total 29 100.0 100.0 0% 20% 40% 60% 80% 100% Marketing Planning Innovation Operations – Fixed- Route Operations – Demand Response Community Outreach Other department Support No response No response

Survey Responses 139   What other roles do departments within the agency where you work have with respect to the customer education and awareness efforts for the on-demand service(s)? Operations (Demand Response) Frequency Percent Valid Percent Cumulative Percent Valid 28 96.6 96.6 96.6 N/A (determined by [vendor]) 1 3.4 3.4 100.0 Total 29 100.0 100.0 Q21 What roles do/did the mobility/technology partners (TNC, taxi, or microtransit companies) have in marketing, customer education, and outreach? Please check all roles that apply. [Field-Service1OnDemand] Marketing (direct or indirect) Frequency Percent Valid Percent Cumulative Percent Valid Marketing (direct or indirect) 18 62.1 100.0 100.0 Missing System 11 37.9 Total 29 100.0 [Field-Service1OnDemand] Customer education Frequency Percent Valid Percent Cumulative Percent Valid Customer education 17 58.6 100.0 100.0 Missing System 12 41.4 Total 29 100.0 [Field-Service1OnDemand] Incentives/promotions Frequency Percent Valid Percent Cumulative Percent Valid Incentives/ promotions 16 55.2 100.0 100.0 Missing System 13 44.8 Total 29 100.0 No response

140 Customer Education and Awareness of On-Demand Mobility [Field-Service1OnDemand] Budgeted support Frequency Percent Valid Percent Cumulative Percent Valid Budgeted support 11 37.9 100.0 100.0 Missing System 18 62.1 Total 29 100.0 [Field-Service1OnDemand] Customer feedback Frequency Percent Valid Percent Cumulative Percent Valid Customer feedback 18 62.1 100.0 100.0 Missing System 11 37.9 Total 29 100.0 [Field-Service1OnDemand] Other role (provide role in next question) Frequency Percent Valid Percent Cumulative Percent Valid Other role (provide role in next question) 5 17.2 100.0 100.0 Missing System 24 82.8 Total 29 100.0 [Field-Service1OnDemand] Not applicable Frequency Percent Valid Percent Cumulative Percent Valid Not applicable 5 17.2 100.0 100.0 Missing System 24 82.8 Total 29 100.0 [Field-Service2OnDemand] Marketing (direct or indirect) Frequency Percent Valid Percent Cumulative Percent Valid Marketing (direct or indirect) 7 24.1 100.0 100.0 Missing System 22 75.9 Total 29 100.0

Survey Responses 141   [Field-Service2OnDemand] Customer education Frequency Percent Valid Percent Cumulative Percent Valid Customer education 6 20.7 100.0 100.0 Missing System 23 79.3 Total 29 100.0 [Field-Service2OnDemand] Incentives/promotions Frequency Percent Valid Percent Cumulative Percent Valid Incentives/ promotions 5 17.2 100.0 100.0 Missing System 24 82.8 Total 29 100.0 [Field-Service2OnDemand] Budgeted support Frequency Percent Valid Percent Cumulative Percent Valid Budgeted support 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 [Field-Service2OnDemand] Customer feedback Frequency Percent Valid Percent Cumulative Percent Valid Customer feedback 7 24.1 100.0 100.0 Missing System 22 75.9 Total 29 100.0 [Field-Service3OnDemand] Marketing (direct or indirect) Frequency Percent Valid Percent Cumulative Percent Valid Marketing (direct or indirect) 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0

142 Customer Education and Awareness of On-Demand Mobility [Field-Service3OnDemand] Customer education Frequency Percent Valid Percent Cumulative Percent Valid Customer education 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 [Field-Service3OnDemand] Incentives/promotions Frequency Percent Valid Percent Cumulative Percent Valid Incentives/ promotions 2 6.9 100.0 100.0 Missing System 27 93.1 Total 29 100.0 [Field-Service3OnDemand] Customer feedback Frequency Percent Valid Percent Cumulative Percent Valid Customer feedback 4 13.8 100.0 100.0 Missing System 25 86.2 Total 29 100.0 [Field-Service4OnDemand] Customer education Frequency Percent Valid Percent Cumulative Percent Valid Customer education 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 [Field-Service4OnDemand] Incentives/promotions Frequency Percent Valid Percent Cumulative Percent Valid Incentives/ promotions 2 6.9 100.0 100.0 Missing System 27 93.1 Total 29 100.0

Survey Responses 143   [Field-Service4OnDemand] Budgeted support Frequency Percent Valid Percent Cumulative Percent Valid Budgeted support 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 [Field-Service4OnDemand] Customer feedback Frequency Percent Valid Percent Cumulative Percent Valid Customer feedback 2 6.9 100.0 100.0 Missing System 27 93.1 Total 29 100.0 [Field-Service5OnDemand] Customer feedback Frequency Percent Valid Percent Cumulative Percent Valid Customer feedback 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 Q22 What other roles do/did the mobility/technology partner(s) have? What other roles do/did the mobility/technology partner(s) have? Frequency Percent Valid Percent Cumulative Percent Valid 24 82.8 82.8 82.8 Data analysis for use of future planning and service performance (OTP) 1 3.4 3.4 86.2 Data management 1 3.4 3.4 89.7 Driver training. Service/budget planning 1 3.4 3.4 93.1 Provide limited marketing collateral and previous experience in marketing microtransit service 1 3.4 3.4 96.6 They provided training to the partners in [the on-demand service program]. 1 3.4 3.4 100.0 Total 29 100.0 100.0 No response

144 Customer Education and Awareness of On-Demand Mobility Q23 What types of marketing did the mobility/technology partner(s) use? Please check all that apply. Commercial media (TV, radio) Frequency Percent Valid Percent Cumulative Percent Valid Commercial media (TV, radio) 2 6.9 100.0 100.0 Missing System 27 93.1 Total 29 100.0 Social media Frequency Percent Valid Percent Cumulative Percent Valid Social media 16 55.2 100.0 100.0 Missing System 13 44.8 Total 29 100.0 Print collateral Frequency Percent Valid Percent Cumulative Percent Valid Print collateral 14 48.3 100.0 100.0 Missing System 15 51.7 Total 29 100.0 Mailers Frequency Percent Valid Percent Cumulative Percent Valid Mailers 7 24.1 100.0 100.0 Missing System 22 75.9 Total 29 100.0 Billboards Frequency Percent Valid Percent Cumulative Percent Valid Billboards 4 13.8 100.0 100.0 Missing System 25 86.2 Total 29 100.0

Survey Responses 145   Digital ads Frequency Percent Valid Percent Cumulative Percent Valid Digital ads 10 34.5 100.0 100.0 Missing System 19 65.5 Total 29 100.0 Other (if applicable, specify here) Frequency Percent Valid Percent Cumulative Percent Valid Other (if applicable, specify here) 2 6.9 100.0 100.0 Missing System 27 93.1 Total 29 100.0 Other (if applicable, specify here) Text Frequency Percent Valid Percent Cumulative Percent Valid 27 93.1 93.1 93.1 How-to video 1 3.4 3.4 96.6 Within their mobile app 1 3.4 3.4 100.0 Total 29 100.0 100.0 0% 20% 40% 60% 80% 100% Commercial media (TV, radio) Other Billboards Mailers Digital ads Print collateral Social media

146 Customer Education and Awareness of On-Demand Mobility Please describe the customer education program/effort developed or administered by the mobility/technology partner(s). Frequency Percent Valid Percent Cumulative Percent Valid 11 37.9 37.9 37.9 Advertising was placed within the [vendor apps] when planning trips within the [service name] Zone. 1 3.4 3.4 41.4 Because we started our on-demand service in the height of COVID, we could not do a face-to-face education program. We had Zooms with organizations that reached out to us. There is a call center to answer any questions and assist riders. 1 3.4 3.4 44.8 Customers can be educated through digital platforms such as how-to videos, face-to-face customer engagement, social media, and town hall meetings. 1 3.4 3.4 48.3 Flyers 1 3.4 3.4 51.7 Most information on how to use the service, setting up an account, discounted rides is provided on websites and customer support lines. This effort is also led by the City for people who need assistance in person and during events where we promote the [] service. 1 3.4 3.4 55.2 Part of marketing the service involved is education about how to use the service and how it works, provided by the partners, including web resources, videos, and print materials. 1 3.4 3.4 58.6 [Service name] was used by [vendor name] as an example of how efficient and successful microtransit can be. 1 3.4 3.4 62.1 Print ads and rack cards for distribution. 1 3.4 3.4 65.5 [Service name] was involved in monthly calls with the department. They promoted certain incentives on their own for the service, including a referral program, via emails to people who signed up for the service and also with paid targeted social media posts. 1 3.4 3.4 69.0 Q24 Please describe the customer education program/effort developed or administered by the mobility/technology partner(s). No response

Survey Responses 147   See [service website]. 1 3.4 3.4 72.4 Technology partners email campaigns to users who have downloaded the app, step-by-step printed materials. 1 3.4 3.4 75.9 The partners educated the public through social media. 1 3.4 3.4 79.3 They provided templates, FAQs, talking points, graphics (e.g., screenshots). 1 3.4 3.4 82.8 Training for [transit agency] staff on use of mobile app, dashboard, and customer support. 1 3.4 3.4 86.2 [Vendor] has an “on-streets” team that goes into the microtransit zone at key locations to introduce and educate users on the service. 1 3.4 3.4 89.7 [Vendor] provided print material and video tutorials for downloading and scheduling rides on the mobile app. 1 3.4 3.4 93.1 [Vendor] provided the collateral for flyers, posters, website, and social media. 1 3.4 3.4 96.6 We have partnered with [vendor name] to develop education programs for the [local housing authority] and for our senior centers. Education materials detailing ward-specific statistics were also developed for each council member in collaboration with [vendor name]. 1 3.4 3.4 100.0 Total 29 100.0 100.0 Q25 For any agreements with the mobility/technology partners that include terms for roles and responsibilities in marketing, customer education, or outreach, are you able/willing to share these documents? For any agreements with the mobility/technology partners that include terms for roles and responsibilities in marketing, customer education, or outreach, are you able/willing to share these documents? Frequency Percent Valid Percent Cumulative Percent Valid Yes 9 31.0 32.1 32.1 No 19 65.5 67.9 100.0 Total 28 96.6 100.0 Missing System 1 3.4 Total 29 100.0 Q26 Please share the agreements. In order to upload multiple files, they must be compressed into a single zip file.

148 Customer Education and Awareness of On-Demand Mobility Q27 Were there any other local stakeholder partners (i.e., neighborhood organizations, social service organizations, businesses) involved in marketing, customer education, or outreach? Were there any other local stakeholder partners (i.e., neighborhood organizations, social service organizations, businesses) involved in marketing, customer education, or outreach? Frequency Percent Valid Percent Cumulative Percent Valid Yes 17 58.6 58.6 58.6 No 12 41.4 41.4 100.0 Total 29 100.0 100.0 Q28 Please list any other local stakeholder partners involved in marketing, customer education, or outreach. [Field-Service1OnDemand] Partner Name #1 Frequency Percent Valid Percent Cumulative Percent Valid 16 55.2 55.2 55.2 Boy Scouts 1 3.4 3.4 58.6 CARE Advisory Committee 1 3.4 3.4 62.1 CBOs 1 3.4 3.4 65.5 City of Renton 1 3.4 3.4 69.0 Foundations.com 1 3.4 3.4 72.4 Innovate Memphis 1 3.4 3.4 75.9 Irvine Company 1 3.4 3.4 79.3 Jersey City Housing Authority 1 3.4 3.4 82.8 Local chambers of commerce 1 3.4 3.4 86.2 Local government 1 3.4 3.4 89.7 Municipalities 1 3.4 3.4 93.1 Neighborhood groups 1 3.4 3.4 96.6 Steering Committee 1 3.4 3.4 100.0 Total 29 100.0 100.0 No response

Survey Responses 149   [Field-Service1OnDemand] Partner Name #2 Frequency Percent Valid Percent Cumulative Percent Valid 22 75.9 75.9 75.9 Chamber of Commerce 1 3.4 3.4 79.3 City of Tukwila 1 3.4 3.4 82.8 Flagstaff Shelter Services 1 3.4 3.4 86.2 Jersey City Outreach Team 1 3.4 3.4 89.7 Metroplan 1 3.4 3.4 93.1 Social services groups/agencies 1 3.4 3.4 96.6 The Cove at Heatherwilde 1 3.4 3.4 100.0 Total 29 100.0 100.0 [Field-Service1OnDemand] Partner Name #3 Frequency Percent Valid Percent Cumulative Percent Valid 24 82.8 82.8 82.8 Amazon Pflugerville 1 3.4 3.4 86.2 Flagstaff Family Food Center 1 3.4 3.4 89.7 Local EDC 1 3.4 3.4 93.1 Sunrail 1 3.4 3.4 96.6 Tukwila Community Center 1 3.4 3.4 100.0 Total 29 100.0 100.0 No response No response

150 Customer Education and Awareness of On-Demand Mobility [Field-Service2OnDemand] Partner Name #1 Frequency Percent Valid Percent Cumulative Percent Valid 24 82.8 82.8 82.8 City of Kent 1 3.4 3.4 86.2 Municipalities 1 3.4 3.4 89.7 Neighborhood groups 1 3.4 3.4 93.1 United Way 1 3.4 3.4 96.6 University of Texas at Arlington 1 3.4 3.4 100.0 Total 29 100.0 100.0 [Field-Service2OnDemand] Partner Name #2 Frequency Percent Valid Percent Cumulative Percent Valid 26 89.7 89.7 89.7 Chamber of Commerce 1 3.4 3.4 93.1 Kent Station 1 3.4 3.4 96.6 Metroplan 1 3.4 3.4 100.0 Total 29 100.0 100.0 No response

Survey Responses 151   [Field-Service2OnDemand] Partner Name #3 Frequency Percent Valid Percent Cumulative Percent Valid 27 93.1 93.1 93.1 Family Connections 1 3.4 3.4 96.6 Sunrail 1 3.4 3.4 100.0 Total 29 100.0 100.0 [Field-Service3OnDemand] Partner Name #1 Frequency Percent Valid Percent Cumulative Percent Valid 26 89.7 89.7 89.7 Area Agency on Aging 1 3.4 3.4 93.1 City of Sammamish 1 3.4 3.4 96.6 City of Sandy Oaks 1 3.4 3.4 100.0 Total 29 100.0 100.0 [Field-Service3OnDemand] Partner Name #2 Frequency Percent Valid Percent Cumulative Percent Valid 28 96.6 96.6 96.6 Grand Traverse County 1 3.4 3.4 100.0 Total 29 100.0 100.0 No response No response

152 Customer Education and Awareness of On-Demand Mobility [Field-Service4OnDemand] Partner Name #1 Frequency Percent Valid Percent Cumulative Percent Valid 27 93.1 93.1 93.1 CBOs 1 3.4 3.4 96.6 City of Kirkland 1 3.4 3.4 100.0 Total 29 100.0 100.0 [Field-Service5OnDemand] Partner Name #1 Frequency Percent Valid Percent Cumulative Percent Valid 28 96.6 96.6 96.6 City of Bellevue 1 3.4 3.4 100.0 Total 29 100.0 100.0 Q29 What roles do/did the other local stakeholder partners have in marketing, customer education, and outreach? Please check all roles that apply. [Field-Service1OnDemand] Marketing (direct or indirect) Frequency Percent Valid Percent Cumulative Percent Valid Marketing (direct or indirect) 9 31.0 100.0 100.0 Missing System 20 69.0 Total 29 100.0 [Field-Service1OnDemand] Customer education Frequency Percent Valid Percent Cumulative Percent Valid Customer education 11 37.9 100.0 100.0 Missing System 18 62.1 Total 29 100.0

Survey Responses 153   [Field-Service1OnDemand] Incentives/promotions Frequency Percent Valid Percent Cumulative Percent Valid Incentives/ promotions 3 10.3 100.0 100.0 Missing System 26 89.7 Total 29 100.0 [Field-Service1OnDemand] Budgeted support Frequency Percent Valid Percent Cumulative Percent Valid Budgeted support 2 6.9 100.0 100.0 Missing System 27 93.1 Total 29 100.0 [Field-Service1OnDemand] Customer feedback Frequency Percent Valid Percent Cumulative Percent Valid Customer feedback 6 20.7 100.0 100.0 Missing System 23 79.3 Total 29 100.0 [Field-Service1OnDemand] Customer feedback Frequency Percent Valid Percent Cumulative Percent Valid Customer feedback 6 20.7 100.0 100.0 Missing System 23 79.3 Total 29 100.0

154 Customer Education and Awareness of On-Demand Mobility [Field-Service1OnDemand] Other role (provide role in next question) Frequency Percent Valid Percent Cumulative Percent Valid Other role (provide role in next question) 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 [Field-Service1OnDemand] Not applicable Frequency Percent Valid Percent Cumulative Percent Valid Not applicable 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 [Field-Service2OnDemand] Marketing (direct or indirect) Frequency Percent Valid Percent Cumulative Percent Valid Marketing (direct or indirect) 4 13.8 100.0 100.0 Missing System 25 86.2 Total 29 100.0 [Field-Service2OnDemand] Customer education Frequency Percent Valid Percent Cumulative Percent Valid Customer education 4 13.8 100.0 100.0 Missing System 25 86.2 Total 29 100.0

Survey Responses 155   [Field-Service2OnDemand] Budgeted support Frequency Percent Valid Percent Cumulative Percent Valid Budgeted support 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 [Field-Service2OnDemand] Customer feedback Frequency Percent Valid Percent Cumulative Percent Valid Customer feedback 2 6.9 100.0 100.0 Missing System 27 93.1 Total 29 100.0 [Field-Service2OnDemand] Not applicable Frequency Percent Valid Percent Cumulative Percent Valid Not applicable 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 [Field-Service3OnDemand] Marketing (direct or indirect) Frequency Percent Valid Percent Cumulative Percent Valid Marketing (direct or indirect) 2 6.9 100.0 100.0 Missing System 27 93.1 Total 29 100.0 [Field-Service3OnDemand] Customer education Frequency Percent Valid Percent Cumulative Percent Valid Customer education 2 6.9 100.0 100.0 Missing System 27 93.1 Total 29 100.0

156 Customer Education and Awareness of On-Demand Mobility [Field-Service3OnDemand] Customer feedback Frequency Percent Valid Percent Cumulative Percent Valid Customer feedback 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 [Field-Service4OnDemand] Customer education Frequency Percent Valid Percent Cumulative Percent Valid Customer education 2 6.9 100.0 100.0 Missing System 27 93.1 Total 29 100.0 [Field-Service4OnDemand] Customer feedback Frequency Percent Valid Percent Cumulative Percent Valid Customer feedback 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 [Field-Service5OnDemand] Customer education Frequency Percent Valid Percent Cumulative Percent Valid Customer education 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 [Field-Service5OnDemand] Customer feedback Frequency Percent Valid Percent Cumulative Percent Valid Customer feedback 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0

Survey Responses 157   What additional roles did the other local stakeholder partner(s) have? Frequency Percent Valid Percent Cumulative Percent Valid 28 96.6 96.6 96.6 We were allowed to hold open house events, sign-up events, demonstrations of the vehicles. 1 3.4 3.4 100.0 Total 29 100.0 100.0 Q31 What types of marketing did the other local stakeholder partner(s) use? Please check all that apply. Commercial media (TV, radio) Frequency Percent Valid Percent Cumulative Percent Valid Commercial media (TV, radio) 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 Social media Frequency Percent Valid Percent Cumulative Percent Valid Social media 8 27.6 100.0 100.0 Missing System 21 72.4 Total 29 100.0 Print collateral Frequency Percent Valid Percent Cumulative Percent Valid Print collateral 9 31.0 100.0 100.0 Missing System 20 69.0 Total 29 100.0 Q30 What additional roles did the other local stakeholder partner(s) have? No response

158 Customer Education and Awareness of On-Demand Mobility Choice mailers Frequency Percent Valid Percent Cumulative Percent Valid Choice mailers 5 17.2 100.0 100.0 Missing System 24 82.8 Total 29 100.0 Digital ads Frequency Percent Valid Percent Cumulative Percent Valid Digital ads 2 6.9 100.0 100.0 Missing System 27 93.1 Total 29 100.0 Other (if applicable, specify here) Frequency Percent Valid Percent Cumulative Percent Valid Other (if applicable, specify here) 4 13.8 100.0 100.0 Missing System 25 86.2 Total 29 100.0 Other (if applicable, specify here) Text Frequency Percent Valid Percent Cumulative Percent Valid 25 86.2 86.2 86.2 Email to residents 1 3.4 3.4 89.7 Flyers 1 3.4 3.4 93.1 Word of mouth and facilitating community and neighborhood support 1 3.4 3.4 96.6 Word of mouth, allowed us to post posters and brochures. We also held demonstrations and open house events. 1 3.4 3.4 100.0 Total 29 100.0 100.0 No response

Survey Responses 159   Q32 Please describe the customer education program/effort developed or administered by the other local stakeholder partner(s). Please describe the customer education program/effort developed or administered by the other local stakeholder partner(s). Frequency Percent Valid Percent Cumulative Percent Valid 16 55.2 55.2 55.2 Boy Scouts distributed door hangers in target neighborhood. 1 3.4 3.4 58.6 Developing surveys and assisting with community meetings. 1 3.4 3.4 62.1 Distributing the toolkit developed by [transit communications department] in coordination with contractor on design 1 3.4 3.4 65.5 Helped provide connections to their clients. Helped explain the program, how to use the service, and provide promotional materials to their clients and staff 1 3.4 3.4 69.0 Local nonprofit groups helped disseminate marketing materials to their contacts/clients. 1 3.4 3.4 72.4 Newsletter 1 3.4 3.4 75.9 0% 20% 40% 60% 80% 100% Billboards Commercial media (TV, radio) Digital ads Other Mailers Social media Print collateral No response

160 Customer Education and Awareness of On-Demand Mobility Our stakeholder partners allowed us on their properties, even though we were in the middle of the COVID pandemic to within safety protocols, hold zone openings. These featured the press and local politicians. We held other outreach events to communities and events catered to signing elderly residents up for discounted fares. 1 3.4 3.4 79.3 Some of the local organizations assisted their clients on how to utilize our on-demand service. 1 3.4 3.4 82.8 Stakeholders would be trained on how to talk about/use on-demand services and hand out printed materials. Stakeholders would also send emails and texts to community members and use social media where applicable. 1 3.4 3.4 86.2 [Local University name] helped educate students, faculty, and staff about the [on-demand service name]. 1 3.4 3.4 89.7 These organizations administered the programs and materials developed by the [vendor name] outreach team. 1 3.4 3.4 93.1 We provided the outreach materials, they reposted on social media channels, talked to their clients/customers, etc. 1 3.4 3.4 96.6 We used their marketing channels and connections. We provided materials for mailers, newsletters, social media, etc. 1 3.4 3.4 100.0 Total 29 100.0 100.0

Survey Responses 161   Q33 For any agreements with the other local stakeholder partners that include terms for roles and responsibilities in marketing, customer education, or outreach, are you able/willing to share these documents? For any agreements with the other local stakeholder partners that include terms for roles and responsibilities in marketing, customer education, or outreach, are you able/willing to share these documents? Frequency Percent Valid Percent Cumulative Percent Valid Yes 3 10.3 11.5 11.5 No 23 79.3 88.5 100.0 Total 26 89.7 100.0 Missing System 3 10.3 Total 29 100.0 Q34 Please share the agreements. In order to upload multiple files, they must be compressed into a single zip file. Yes 12% No 88%

162 Customer Education and Awareness of On-Demand Mobility Q35 The following questions ask about marketing and outreach efforts led/conducted by the transit agency. Q36 What types of marketing were used by the transit agency in association with the on-demand mobility services? [Field-Service1OnDemand] Commercial media Frequency Percent Valid Percent Cumulative Percent Valid Commercial media 10 34.5 100.0 100.0 Missing System 19 65.5 Total 29 100.0 [Field-Service1OnDemand] Social media Frequency Percent Valid Percent Cumulative Percent Valid Social media 27 93.1 100.0 100.0 Missing System 2 6.9 Total 29 100.0 [Field-Service1OnDemand] Print collateral Frequency Percent Valid Percent Cumulative Percent Valid Print collateral 27 93.1 100.0 100.0 Missing System 2 6.9 Total 29 100.0 [Field-Service1OnDemand] Mailers Frequency Percent Valid Percent Cumulative Percent Valid Mailers 16 55.2 100.0 100.0 Missing System 13 44.8 Total 29 100.0 [Field-Service1OnDemand] Billboards Frequency Percent Valid Percent Cumulative Percent Valid Billboards 5 17.2 100.0 100.0 Missing System 24 82.8 Total 29 100.0 Marketing Efforts

Survey Responses 163   [Field-Service1OnDemand] Digital ads Frequency Percent Valid Percent Cumulative Percent Valid Digital ads 16 55.2 100.0 100.0 Missing System 13 44.8 Total 29 100.0 [Field-Service1OnDemand] Other marketing efforts Frequency Percent Valid Percent Cumulative Percent Valid Other marketing efforts 9 31.0 100.0 100.0 Missing System 20 69.0 Total 29 100.0 [Field-Service2OnDemand] Commercial media Frequency Percent Valid Percent Cumulative Percent Valid Commercial media 2 6.9 100.0 100.0 Missing System 27 93.1 Total 29 100.0 [Field-Service2OnDemand] Social media Frequency Percent Valid Percent Cumulative Percent Valid Social media 9 31.0 100.0 100.0 Missing System 20 69.0 Total 29 100.0 [Field-Service2OnDemand] Print collateral Frequency Percent Valid Percent Cumulative Percent Valid Print collateral 8 27.6 100.0 100.0 Missing System 21 72.4 Total 29 100.0

164 Customer Education and Awareness of On-Demand Mobility [Field-Service2OnDemand] Mailers Frequency Percent Valid Percent Cumulative Percent Valid Mailers 5 17.2 100.0 100.0 Missing System 24 82.8 Total 29 100.0 [Field-Service2OnDemand] Billboards Frequency Percent Valid Percent Cumulative Percent Valid Billboards 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 [Field-Service2OnDemand] Digital ads Frequency Percent Valid Percent Cumulative Percent Valid Digital ads 4 13.8 100.0 100.0 Missing System 25 86.2 Total 29 100.0 [Field-Service2OnDemand] Other marketing efforts Frequency Percent Valid Percent Cumulative Percent Valid Other marketing efforts 2 6.9 100.0 100.0 Missing System 27 93.1 Total 29 100.0 [Field-Service3OnDemand] Commercial media Frequency Percent Valid Percent Cumulative Percent Valid Commercial media 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0

Survey Responses 165   [Field-Service3OnDemand] Social media Frequency Percent Valid Percent Cumulative Percent Valid Social media 3 10.3 100.0 100.0 Missing System 26 89.7 Total 29 100.0 [Field-Service3OnDemand] Print collateral Frequency Percent Valid Percent Cumulative Percent Valid Print collateral 4 13.8 100.0 100.0 Missing System 25 86.2 Total 29 100.0 [Field-Service3OnDemand] Mailers Frequency Percent Valid Percent Cumulative Percent Valid Mailers 3 10.3 100.0 100.0 Missing System 26 89.7 Total 29 100.0 [Field-Service3OnDemand] Digital ads Frequency Percent Valid Percent Cumulative Percent Valid Digital ads 2 6.9 100.0 100.0 Missing System 27 93.1 Total 29 100.0 [Field-Service3OnDemand] Other marketing efforts Frequency Percent Valid Percent Cumulative Percent Valid Other marketing efforts 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0

166 Customer Education and Awareness of On-Demand Mobility [Field-Service4OnDemand] Commercial media Frequency Percent Valid Percent Cumulative Percent Valid Commercial media 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 [Field-Service4OnDemand] Social media Frequency Percent Valid Percent Cumulative Percent Valid Social media 3 10.3 100.0 100.0 Missing System 26 89.7 Total 29 100.0 [Field-Service4OnDemand] Print collateral Frequency Percent Valid Percent Cumulative Percent Valid Print collateral 3 10.3 100.0 100.0 Missing System 26 89.7 Total 29 100.0 [Field-Service4OnDemand] Mailers Frequency Percent Valid Percent Cumulative Percent Valid Mailers 3 10.3 100.0 100.0 Missing System 26 89.7 Total 29 100.0 [Field-Service4OnDemand] Billboards Frequency Percent Valid Percent Cumulative Percent Valid Billboards 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0

Survey Responses 167   [Field-Service4OnDemand] Digital ads Frequency Percent Valid Percent Cumulative Percent Valid Digital ads 2 6.9 100.0 100.0 Missing System 27 93.1 Total 29 100.0 [Field-Service4OnDemand] Other marketing efforts Frequency Percent Valid Percent Cumulative Percent Valid Other marketing efforts 2 6.9 100.0 100.0 Missing System 27 93.1 Total 29 100.0 [Field-Service5OnDemand] Social media Frequency Percent Valid Percent Cumulative Percent Valid Social media 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 [Field-Service5OnDemand] Print collateral Frequency Percent Valid Percent Cumulative Percent Valid Print collateral 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 [Field-Service5OnDemand] Mailers Frequency Percent Valid Percent Cumulative Percent Valid Mailers 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 [Field-Service5OnDemand] Digital ads Frequency Percent Valid Percent Cumulative Percent Valid Digital ads 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0

168 Customer Education and Awareness of On-Demand Mobility What other marketing efforts were used by the transit agency? Frequency Percent Valid Percent Cumulative Percent Valid 21 72.4 72.4 72.4 At bus stops that connected to the [on-demand] service area, there were ads placed there. 1 3.4 3.4 75.9 Bus bench ads, bus and train wraps, bus and LRT station posters 1 3.4 3.4 79.3 Community event promotion 1 3.4 3.4 82.8 Door hanger with Boy Scouts, presentations to local service organizations, speakers bureau 1 3.4 3.4 86.2 Numerous news stories on the local ABC/CBS/Fox local affiliates. Social media posts. Continuous reel videos in county buildings where citizens wait in que to renew car tags, driver’s license, etc. 1 3.4 3.4 89.7 The transit agency posted signs and advertisements at bus stops, Park and Rides, and commuter rail stations that were within the [service] zones. 1 3.4 3.4 93.1 We hosted clinics to get individuals familiar with the tech and how to access it to book trips. We attended any and all civic organization meetings, city council meetings, commissioner meetings, and have wrapped our vehicles. 1 3.4 3.4 96.6 Website, how-to video, pop-up events 1 3.4 3.4 100.0 Total 29 100.0 100.0 Q38 Please indicate any marketing campaigns that were directed at specific audiences/rider groups (more specialized than people living in the service area) and which population groups were the target audience for these marketing campaigns. Q37 What other marketing efforts were used by the transit agency? No response

Survey Responses 169   Commercial media Persons with disabilities Frequency Percent Valid Percent Cumulative Percent Valid Persons with disabilities 4 13.8 100.0 100.0 Missing System 25 86.2 Total 29 100.0 Commercial media Older adults Frequency Percent Valid Percent Cumulative Percent Valid Older adults 5 17.2 100.0 100.0 Missing System 24 82.8 Total 29 100.0 Commercial media Veterans Frequency Percent Valid Percent Cumulative Percent Valid Veterans 3 10.3 100.0 100.0 Missing System 26 89.7 Total 29 100.0 Commercial media Low-income households Frequency Percent Valid Percent Cumulative Percent Valid Low- income households 4 13.8 100.0 100.0 Missing System 25 86.2 Total 29 100.0 Commercial media Community organizations Frequency Percent Valid Percent Cumulative Percent Valid Community organizations 6 20.7 100.0 100.0 Missing System 23 79.3 Total 29 100.0

170 Customer Education and Awareness of On-Demand Mobility Commercial media Other target audience(s) Frequency Percent Valid Percent Cumulative Percent Valid Other target audience(s) 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 Social media Persons with disabilities Frequency Percent Valid Percent Cumulative Percent Valid Persons with disabilities 11 37.9 100.0 100.0 Missing System 18 62.1 Total 29 100.0 Social media Older adults Frequency Percent Valid Percent Cumulative Percent Valid Older adults 11 37.9 100.0 100.0 Missing System 18 62.1 Total 29 100.0 Social media Veterans Frequency Percent Valid Percent Cumulative Percent Valid Veterans 6 20.7 100.0 100.0 Missing System 23 79.3 Total 29 100.0 Social media Low-income households Frequency Percent Valid Percent Cumulative Percent Valid Low- income households 10 34.5 100.0 100.0 Missing System 19 65.5 Total 29 100.0

Survey Responses 171   Social media Community organizations Frequency Percent Valid Percent Cumulative Percent Valid Community organizations 9 31.0 100.0 100.0 Missing System 20 69.0 Total 29 100.0 Social media Other target audience(s) Frequency Percent Valid Percent Cumulative Percent Valid Other target audience(s) 5 17.2 100.0 100.0 Missing System 24 82.8 Total 29 100.0 Print collateral Persons with disabilities Frequency Percent Valid Percent Cumulative Percent Valid Persons with disabilities 12 41.4 100.0 100.0 Missing System 17 58.6 Total 29 100.0 Print collateral Older adults Frequency Percent Valid Percent Cumulative Percent Valid Older adults 12 41.4 100.0 100.0 Missing System 17 58.6 Total 29 100.0 Print collateral Veterans Frequency Percent Valid Percent Cumulative Percent Valid Veterans 5 17.2 100.0 100.0 Missing System 24 82.8 Total 29 100.0

172 Customer Education and Awareness of On-Demand Mobility Print collateral Low-income households Frequency Percent Valid Percent Cumulative Percent Valid Low- income households 10 34.5 100.0 100.0 Missing System 19 65.5 Total 29 100.0 Print collateral Community organizations Frequency Percent Valid Percent Cumulative Percent Valid Community organizations 11 37.9 100.0 100.0 Missing System 18 62.1 Total 29 100.0 Print collateral Other target audience(s) Frequency Percent Valid Percent Cumulative Percent Valid Other target audience(s) 4 13.8 100.0 100.0 Missing System 25 86.2 Total 29 100.0 Mailers Persons with disabilities Frequency Percent Valid Percent Cumulative Percent Valid Persons with disabilities 10 34.5 100.0 100.0 Missing System 19 65.5 Total 29 100.0 Mailers Older adults Frequency Percent Valid Percent Cumulative Percent Valid Older adults 8 27.6 100.0 100.0 Missing System 21 72.4 Total 29 100.0

Survey Responses 173   Mailers Veterans Frequency Percent Valid Percent Cumulative Percent Valid Veterans 3 10.3 100.0 100.0 Missing System 26 89.7 Total 29 100.0 Mailers Low-income households Frequency Percent Valid Percent Cumulative Percent Valid Low- income households 6 20.7 100.0 100.0 Missing System 23 79.3 Total 29 100.0 Mailers Community organizations Frequency Percent Valid Percent Cumulative Percent Valid Community organizations 4 13.8 100.0 100.0 Missing System 25 86.2 Total 29 100.0 Mailers Other target audience(s) Frequency Percent Valid Percent Cumulative Percent Valid Other target audience(s) 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 Billboards Persons with disabilities Frequency Percent Valid Percent Cumulative Percent Valid Persons with disabilities 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0

174 Customer Education and Awareness of On-Demand Mobility Billboards Older adults Frequency Percent Valid Percent Cumulative Percent Valid Older adults 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 Billboards Veterans Frequency Percent Valid Percent Cumulative Percent Valid Veterans 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 Billboards Low-income households Frequency Percent Valid Percent Cumulative Percent Valid Low- income households 2 6.9 100.0 100.0 Missing System 27 93.1 Total 29 100.0 Billboards Community organizations Frequency Percent Valid Percent Cumulative Percent Valid Community organizations 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 Billboards Other target audience(s) Frequency Percent Valid Percent Cumulative Percent Valid Other target audience(s) 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0

Survey Responses 175   Digital ads Persons with disabilities Frequency Percent Valid Percent Cumulative Percent Valid Persons with disabilities 3 10.3 100.0 100.0 Missing System 26 89.7 Total 29 100.0 Digital ads Older adults Frequency Percent Valid Percent Cumulative Percent Valid Older adults 3 10.3 100.0 100.0 Missing System 26 89.7 Total 29 100.0 Digital ads Veterans Frequency Percent Valid Percent Cumulative Percent Valid Veterans 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 Digital ads Low-income households Frequency Percent Valid Percent Cumulative Percent Valid Low- income households 3 10.3 100.0 100.0 Missing System 26 89.7 Total 29 100.0 Digital ads Community organizations Frequency Percent Valid Percent Cumulative Percent Valid Community organizations 3 10.3 100.0 100.0 Missing System 26 89.7 Total 29 100.0

176 Customer Education and Awareness of On-Demand Mobility Digital ads Other target audience(s) Frequency Percent Valid Percent Cumulative Percent Valid Other target audience(s) 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 Other marketing efforts Persons with disabilities Frequency Percent Valid Percent Cumulative Percent Valid Persons with disabilities 3 10.3 100.0 100.0 Missing System 26 89.7 Total 29 100.0 Other marketing efforts Older adults Frequency Percent Valid Percent Cumulative Percent Valid Older adults 3 10.3 100.0 100.0 Missing System 26 89.7 Total 29 100.0 Other marketing efforts Veterans Frequency Percent Valid Percent Cumulative Percent Valid Veterans 2 6.9 100.0 100.0 Missing System 27 93.1 Total 29 100.0 Other marketing efforts Low-income households Frequency Percent Valid Percent Cumulative Percent Valid Low- income households 2 6.9 100.0 100.0 Missing System 27 93.1 Total 29 100.0

Survey Responses 177   Other marketing efforts Community organizations Frequency Percent Valid Percent Cumulative Percent Valid Community organizations 3 10.3 100.0 100.0 Missing System 26 89.7 Total 29 100.0 Other marketing efforts Other target audience(s) Frequency Percent Valid Percent Cumulative Percent Valid Other target audience(s) 2 6.9 100.0 100.0 Missing System 27 93.1 Total 29 100.0 0 2 4 6 8 10 12 14 Commercial media Social media Print collateral Mailers Billboards Digital ads Other types Persons with disabilities Older adults Veterans Low-income households Community organizations Other target audience(s)

178 Customer Education and Awareness of On-Demand Mobility What other target audiences were of interest for the campaign(s)? Frequency Percent Valid Percent Cumulative Percent Valid 22 75.9 75.9 75.9 [Service name] commercial was targeted toward everyone. Anyone who travels to live, work or play within our county limits. 1 3.4 3.4 79.3 General public living within specific service zones covered by the [service name]. 1 3.4 3.4 82.8 The billboards were for the general public and did not specifically target any population. 1 3.4 3.4 86.2 We applied general public advertising to this service. 1 3.4 3.4 89.7 We targeted all audiences. 1 3.4 3.4 93.1 We targeted everyone. 1 3.4 3.4 96.6 Younger generations and individuals without access to a car 1 3.4 3.4 100.0 Total 29 100.0 100.0 Q40 What types of customer education efforts were used/developed for the on-demand mobility services? [Field-Service1OnDemand] Travel training Frequency Percent Valid Percent Cumulative Percent Valid Travel training 15 51.7 100.0 100.0 Missing System 14 48.3 Total 29 100.0 [Field-Service1OnDemand] How-to-Ride videos Frequency Percent Valid Percent Cumulative Percent Valid How- to-Ride videos 13 44.8 100.0 100.0 Missing System 16 55.2 Total 29 100.0 Q39 What other target audiences were of interest for the campaign(s)? No response

Survey Responses 179   [Field-Service1OnDemand] Print collateral Frequency Percent Valid Percent Cumulative Percent Valid Print collateral 25 86.2 100.0 100.0 Missing System 4 13.8 Total 29 100.0 [Field-Service1OnDemand] Workshops/events Frequency Percent Valid Percent Cumulative Percent Valid Workshops/events 13 44.8 100.0 100.0 Missing System 16 55.2 Total 29 100.0 [Field-Service1OnDemand] Other education efforts Frequency Percent Valid Percent Cumulative Percent Valid Other education efforts 4 13.8 100.0 100.0 Missing System 25 86.2 Total 29 100.0 [Field-Service2OnDemand] Travel training Frequency Percent Valid Percent Cumulative Percent Valid Travel training 4 13.8 100.0 100.0 Missing System 25 86.2 Total 29 100.0 [Field-Service2OnDemand] How-to-Ride videos Frequency Percent Valid Percent Cumulative Percent Valid How- to-Ride videos 3 10.3 100.0 100.0 Missing System 26 89.7 Total 29 100.0

180 Customer Education and Awareness of On-Demand Mobility [Field-Service2OnDemand] Print collateral Frequency Percent Valid Percent Cumulative Percent Valid Print collateral 8 27.6 100.0 100.0 Missing System 21 72.4 Total 29 100.0 [Field-Service2OnDemand] Workshops/events Frequency Percent Valid Percent Cumulative Percent Valid Workshops/events 5 17.2 100.0 100.0 Missing System 24 82.8 Total 29 100.0 [Field-Service3OnDemand] Travel training Frequency Percent Valid Percent Cumulative Percent Valid Travel training 2 6.9 100.0 100.0 Missing System 27 93.1 Total 29 100.0 [Field-Service3OnDemand] How-to-Ride videos Frequency Percent Valid Percent Cumulative Percent Valid How- to-Ride videos 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 [Field-Service3OnDemand] Print collateral Frequency Percent Valid Percent Cumulative Percent Valid Print collateral 4 13.8 100.0 100.0 Missing System 25 86.2 Total 29 100.0

Survey Responses 181   [Field-Service3OnDemand] Workshops/events Frequency Percent Valid Percent Cumulative Percent Valid Workshops/events 2 6.9 100.0 100.0 Missing System 27 93.1 Total 29 100.0 [Field-Service4OnDemand] Travel training Frequency Percent Valid Percent Cumulative Percent Valid Travel training 2 6.9 100.0 100.0 Missing System 27 93.1 Total 29 100.0 [Field-Service4OnDemand] How-to-Ride videos Frequency Percent Valid Percent Cumulative Percent Valid How- to-Ride videos 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 [Field-Service4OnDemand] Print collateral Frequency Percent Valid Percent Cumulative Percent Valid Print collateral 3 10.3 100.0 100.0 Missing System 26 89.7 Total 29 100.0 [Field-Service4OnDemand] Workshops/events Frequency Percent Valid Percent Cumulative Percent Valid Workshops/events 2 6.9 100.0 100.0 Missing System 27 93.1 Total 29 100.0

182 Customer Education and Awareness of On-Demand Mobility [Field-Service5OnDemand] Print collateral Frequency Percent Valid Percent Cumulative Percent Valid Print collateral 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 [Field-Service5OnDemand] Workshops/events Frequency Percent Valid Percent Cumulative Percent Valid Workshops/events 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 Q41 What other customer education efforts were used by the transit agency? What other customer education efforts were used by the transit agency? Frequency Percent Valid Percent Cumulative Percent Valid 26 89.7 89.7 89.7 Evaluation of individuals traveling with a mobility device included showing them how to access the [service name] vehicles. Over the phone support that assisted passengers with use of the app. 1 3.4 3.4 93.1 Information posted on [agency website], social media, and direct mail. 1 3.4 3.4 96.6 When the service launched, the marketing team developed various in-house videos on how to use the service. Mainly focusing on how to download the app and hail a ride. Then other videos were created with showing the public where they can travel to—a full trip—as well as the different neighborhoods that [service name] serviced. A TV commercial was also developed with a similar approach. 1 3.4 3.4 100.0 Total 29 100.0 100.0 No response

Survey Responses 183   Q42 What types of workshops/events were used by the transit agency? Please check all that apply. Launch event Frequency Percent Valid Percent Cumulative Percent Valid Launch event 14 48.3 100.0 100.0 Missing System 15 51.7 Total 29 100.0 Recurring events in different neighborhoods Frequency Percent Valid Percent Cumulative Percent Valid Recurring events in different neighborhoods 8 27.6 100.0 100.0 Missing System 21 72.4 Total 29 100.0 Recurring events with different organizations/businesses Frequency Percent Valid Percent Cumulative Percent Valid Recurring events with different organizations/ businesses 11 37.9 100.0 100.0 Missing System 18 62.1 Total 29 100.0 Other (if applicable, specify here) Frequency Percent Valid Percent Cumulative Percent Valid Other (if applicable, specify here) 2 6.9 100.0 100.0 Missing System 27 93.1 Total 29 100.0

184 Customer Education and Awareness of On-Demand Mobility Other (if applicable, specify here) Text Frequency Percent Valid Percent Cumulative Percent Valid 27 93.1 93.1 93.1 Meetings with affected jurisdictions to explain the service. Also, road the service of bus routes that were to be replaced with [service name] to explain the new service. 1 3.4 3.4 96.6 Steering committee, which includes organizations in service area and members of the public. They have been helpful in the planning and implementation of service. 1 3.4 3.4 100.0 Total 29 100.0 100.0 No response

Survey Responses 185   Q43 Please indicate any customer education efforts that were directed at specific audiences/rider groups (more specialized than people living in the service area) and which population groups were the target audience for these efforts. Travel training Persons with disabilities Frequency Percent Valid Percent Cumulative Percent Valid Persons with disabilities 9 31.0 100.0 100.0 Missing System 20 69.0 Total 29 100.0 Travel training Older adults Frequency Percent Valid Percent Cumulative Percent Valid Older adults 7 24.1 100.0 100.0 Missing System 22 75.9 Total 29 100.0 Travel training Veterans Frequency Percent Valid Percent Cumulative Percent Valid Veterans 3 10.3 100.0 100.0 Missing System 26 89.7 Total 29 100.0 0% 20% 40% 60% 80% 100% Other Recurring events with different organizations/businesses Recurring events in different neighborhoods Launch event

186 Customer Education and Awareness of On-Demand Mobility Travel training Low-income households Frequency Percent Valid Percent Cumulative Percent Valid Low- income households 4 13.8 100.0 100.0 Missing System 25 86.2 Total 29 100.0 Travel training Community organizations Frequency Percent Valid Percent Cumulative Percent Valid Community organizations 6 20.7 100.0 100.0 Missing System 23 79.3 Total 29 100.0 How-to-Ride videos Persons with disabilities Frequency Percent Valid Percent Cumulative Percent Valid Persons with disabilities 5 17.2 100.0 100.0 Missing System 24 82.8 Total 29 100.0 How-to-Ride videos Older adults Frequency Percent Valid Percent Cumulative Percent Valid Older adults 4 13.8 100.0 100.0 Missing System 25 86.2 Total 29 100.0 How-to-Ride videos Veterans Frequency Percent Valid Percent Cumulative Percent Valid Veterans 3 10.3 100.0 100.0 Missing System 26 89.7 Total 29 100.0

Survey Responses 187   How-to-Ride videos Low-income households Frequency Percent Valid Percent Cumulative Percent Valid Low- income households 5 17.2 100.0 100.0 Missing System 24 82.8 Total 29 100.0 How-to-Ride videos Community organizations Frequency Percent Valid Percent Cumulative Percent Valid Community organizations 4 13.8 100.0 100.0 Missing System 25 86.2 Total 29 100.0 How-to-Ride videos Other target audience(s) Frequency Percent Valid Percent Cumulative Percent Valid Other target audience(s) 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 Print collateral Persons with disabilities Frequency Percent Valid Percent Cumulative Percent Valid Persons with disabilities 11 37.9 100.0 100.0 Missing System 18 62.1 Total 29 100.0 Print collateral Older adults Frequency Percent Valid Percent Cumulative Percent Valid Older adults 11 37.9 100.0 100.0 Missing System 18 62.1 Total 29 100.0

188 Customer Education and Awareness of On-Demand Mobility Print collateral Veterans Frequency Percent Valid Percent Cumulative Percent Valid Veterans 6 20.7 100.0 100.0 Missing System 23 79.3 Total 29 100.0 Print collateral Low-income households Frequency Percent Valid Percent Cumulative Percent Valid Low- income households 10 34.5 100.0 100.0 Missing System 19 65.5 Total 29 100.0 Print collateral Community organizations Frequency Percent Valid Percent Cumulative Percent Valid Community organizations 11 37.9 100.0 100.0 Missing System 18 62.1 Total 29 100.0 Print collateral Other target audience(s) Frequency Percent Valid Percent Cumulative Percent Valid Other target audience(s) 3 10.3 100.0 100.0 Missing System 26 89.7 Total 29 100.0 Workshops/events Persons with disabilities Frequency Percent Valid Percent Cumulative Percent Valid Persons with disabilities 9 31.0 100.0 100.0 Missing System 20 69.0 Total 29 100.0

Survey Responses 189   Workshops/events Older adults Frequency Percent Valid Percent Cumulative Percent Valid Older adults 9 31.0 100.0 100.0 Missing System 20 69.0 Total 29 100.0 Workshops/events Veterans Frequency Percent Valid Percent Cumulative Percent Valid Veterans 5 17.2 100.0 100.0 Missing System 24 82.8 Total 29 100.0 Workshops/events Low-income households Frequency Percent Valid Percent Cumulative Percent Valid Low- income households 8 27.6 100.0 100.0 Missing System 21 72.4 Total 29 100.0 Workshops/events Community organizations Frequency Percent Valid Percent Cumulative Percent Valid Community organizations 5 17.2 100.0 100.0 Missing System 24 82.8 Total 29 100.0 Workshops/events Other target audience(s) Frequency Percent Valid Percent Cumulative Percent Valid Other target audience(s) 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0

190 Customer Education and Awareness of On-Demand Mobility Other education efforts Persons with disabilities Frequency Percent Valid Percent Cumulative Percent Valid Persons with disabilities 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 Other education efforts Older adults Frequency Percent Valid Percent Cumulative Percent Valid Older adults 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 Other education efforts Veterans Frequency Percent Valid Percent Cumulative Percent Valid Veterans 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 Other education efforts Low-income households Frequency Percent Valid Percent Cumulative Percent Valid Low- income households 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 Other education efforts Community organizations Frequency Percent Valid Percent Cumulative Percent Valid Community organizations 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0

Survey Responses 191   Other education efforts Other target audience(s) Frequency Percent Valid Percent Cumulative Percent Valid Other target audience(s) 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 Q44 What other target audiences were of interest for the customer education efforts? What other target audiences were of interest for the customer education efforts? Frequency Percent Valid Percent Cumulative Percent Valid 27 93.1 93.1 93.1 Individuals without access to a car 1 3.4 3.4 96.6 We targeted everyone. 1 3.4 3.4 100.0 Total 29 100.0 100.0 0 2 4 6 8 10 12 Travel training How-To-Ride videos Print collateral Workshops/ Events Other education efforts Persons with disabilities Older adults Veterans Low-income households Community organizations Other target audience(s) No response

192 Customer Education and Awareness of On-Demand Mobility Enhanced Participation Q45 The following questions ask about enhanced participation efforts (using technology, incentives, or other innovative tools) led/conducted by the transit agency. Some examples of enhanced participation may involve features such as tools in the digital platform to alert or communicate with customers, collection of feedback through non-traditional channels, promotional elements for engaging with the service, gamification of the digital platform, or other related efforts. Q46 Did any of the marketing campaigns for your on-demand mobility services use additional enhanced participation features to encourage service utilization? Did any of the marketing campaigns for your on-demand mobility services use additional enhanced participation features to encourage service utilization? Frequency Percent Valid Percent Cumulative Percent Valid Yes 14 48.3 48.3 48.3 No 15 51.7 51.7 100.0 Total 29 100.0 100.0 Yes 48%No 52%

Survey Responses 193   Q47 What types of enhanced participation were used in association with the on-demand mobility services? [Field-Service1OnDemand] Mobile application push notifications Frequency Percent Valid Percent Cumulative Percent Valid Mobile application push notifications 9 31.0 100.0 100.0 Missing System 20 69.0 Total 29 100.0 [Field-Service1OnDemand] Dynamic/post-trip feedback Frequency Percent Valid Percent Cumulative Percent Valid Dynamic/post- trip feedback 10 34.5 100.0 100.0 Missing System 19 65.5 Total 29 100.0 [Field-Service1OnDemand] Incentives/rewards systems Frequency Percent Valid Percent Cumulative Percent Valid Incentives/rewards systems 5 17.2 100.0 100.0 Missing System 24 82.8 Total 29 100.0 [Field-Service1OnDemand] Referrals Frequency Percent Valid Percent Cumulative Percent Valid Referrals 5 17.2 100.0 100.0 Missing System 24 82.8 Total 29 100.0

194 Customer Education and Awareness of On-Demand Mobility [Field-Service1OnDemand] Other enhanced participation Frequency Percent Valid Percent Cumulative Percent Valid Other enhanced participation 2 6.9 100.0 100.0 Missing System 27 93.1 Total 29 100.0 [Field-Service2OnDemand] Mobile application push notifications Frequency Percent Valid Percent Cumulative Percent Valid Mobile application push notifications 4 13.8 100.0 100.0 Missing System 25 86.2 Total 29 100.0 [Field-Service2OnDemand] Dynamic/post-trip feedback Frequency Percent Valid Percent Cumulative Percent Valid Dynamic/post- trip feedback 5 17.2 100.0 100.0 Missing System 24 82.8 Total 29 100.0 [Field-Service2OnDemand] Incentives/rewards systems Frequency Percent Valid Percent Cumulative Percent Valid Incentives/rewards systems 4 13.8 100.0 100.0 Missing System 25 86.2 Total 29 100.0 [Field-Service2OnDemand] Referrals Frequency Percent Valid Percent Cumulative Percent Valid Referrals 2 6.9 100.0 100.0 Missing System 27 93.1 Total 29 100.0

Survey Responses 195   [Field-Service3OnDemand] Mobile application push notifications Frequency Percent Valid Percent Cumulative Percent Valid Mobile application push notifications 2 6.9 100.0 100.0 Missing System 27 93.1 Total 29 100.0 [Field-Service3OnDemand] Dynamic/post-trip feedback Frequency Percent Valid Percent Cumulative Percent Valid Dynamic/post- trip feedback 3 10.3 100.0 100.0 Missing System 26 89.7 Total 29 100.0 [Field-Service3OnDemand] Incentives/rewards systems Frequency Percent Valid Percent Cumulative Percent Valid Incentives/rewards systems 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 [Field-Service3OnDemand] Referrals Frequency Percent Valid Percent Cumulative Percent Valid Referrals 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 [Field-Service4OnDemand] Mobile application push notifications Frequency Percent Valid Percent Cumulative Percent Valid Mobile application push notifications 2 6.9 100.0 100.0 Missing System 27 93.1 Total 29 100.0

196 Customer Education and Awareness of On-Demand Mobility [Field-Service4OnDemand] Dynamic/post-trip feedback Frequency Percent Valid Percent Cumulative Percent Valid Dynamic/post- trip feedback 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 [Field-Service4OnDemand] Incentives/rewards systems Frequency Percent Valid Percent Cumulative Percent Valid Incentives/rewards systems 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 [Field-Service4OnDemand] Referrals Frequency Percent Valid Percent Cumulative Percent Valid Referrals 2 6.9 100.0 100.0 Missing System 27 93.1 Total 29 100.0 [Field-Service5OnDemand] Mobile application push notifications Frequency Percent Valid Percent Cumulative Percent Valid Mobile application push notifications 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 [Field-Service5OnDemand] Dynamic/post-trip feedback Frequency Percent Valid Percent Cumulative Percent Valid Dynamic/post- trip feedback 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0

Survey Responses 197   [Field-Service5OnDemand] Incentives/rewards systems Frequency Percent Valid Percent Cumulative Percent Valid Incentives/rewards systems 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 [Field-Service5OnDemand] Referrals Frequency Percent Valid Percent Cumulative Percent Valid Referrals 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 Q48 What other enhanced participation efforts were used by/for the on-demand mobility service(s)? What other enhanced participation efforts were used by/for the on- demand mobility service(s)? Frequency Percent Valid Percent Cumulative Percent Valid 27 93.1 93.1 93.1 Free rides with promotional codes. For example: Code [xxxxx] would get you one free ride in [city name]. 1 3.4 3.4 96.6 Online booking, text/email alerts/notifications 1 3.4 3.4 100.0 Total 29 100.0 100.0 Q49 Please indicate any enhanced participation efforts aimed directly at specific audiences/rider groups (more specialized than people living in the service area) and which population groups were the target audience for these efforts. Please check all that apply. Mobile application push notifications Persons with disabilities Frequency Percent Valid Percent Cumulative Percent Valid Persons with disabilities 2 6.9 100.0 100.0 Missing System 27 93.1 Total 29 100.0 No response

198 Customer Education and Awareness of On-Demand Mobility Mobile application push notifications Older adults Frequency Percent Valid Percent Cumulative Percent Valid Older adults 2 6.9 100.0 100.0 Missing System 27 93.1 Total 29 100.0 Mobile application push notifications Veterans Frequency Percent Valid Percent Cumulative Percent Valid Veterans 2 6.9 100.0 100.0 Missing System 27 93.1 Total 29 100.0 Mobile application push notifications Low-income households Frequency Percent Valid Percent Cumulative Percent Valid Low- income households 2 6.9 100.0 100.0 Missing System 27 93.1 Total 29 100.0 Mobile application push notifications Community organizations Frequency Percent Valid Percent Cumulative Percent Valid Community organizations 2 6.9 100.0 100.0 Missing System 27 93.1 Total 29 100.0 Dynamic/post-trip feedback Persons with disabilities Frequency Percent Valid Percent Cumulative Percent Valid Persons with disabilities 5 17.2 100.0 100.0 Missing System 24 82.8 Total 29 100.0

Survey Responses 199   Dynamic/post-trip feedback Older adults Frequency Percent Valid Percent Cumulative Percent Valid Older adults 5 17.2 100.0 100.0 Missing System 24 82.8 Total 29 100.0 Dynamic/post-trip feedback Veterans Frequency Percent Valid Percent Cumulative Percent Valid Veterans 4 13.8 100.0 100.0 Missing System 25 86.2 Total 29 100.0 Dynamic/post-trip feedback Low-income households Frequency Percent Valid Percent Cumulative Percent Valid Low- income households 5 17.2 100.0 100.0 Missing System 24 82.8 Total 29 100.0 Dynamic/post-trip feedback Community organizations Frequency Percent Valid Percent Cumulative Percent Valid Community organizations 5 17.2 100.0 100.0 Missing System 24 82.8 Total 29 100.0 Incentives/rewards systems Persons with disabilities Frequency Percent Valid Percent Cumulative Percent Valid Persons with disabilities 4 13.8 100.0 100.0 Missing System 25 86.2 Total 29 100.0

200 Customer Education and Awareness of On-Demand Mobility Incentives/rewards systems Older adults Frequency Percent Valid Percent Cumulative Percent Valid Older adults 3 10.3 100.0 100.0 Missing System 26 89.7 Total 29 100.0 Incentives/rewards systems Veterans Frequency Percent Valid Percent Cumulative Percent Valid Veterans 2 6.9 100.0 100.0 Missing System 27 93.1 Total 29 100.0 Incentives/rewards systems Low-income households Frequency Percent Valid Percent Cumulative Percent Valid Low- income households 3 10.3 100.0 100.0 Missing System 26 89.7 Total 29 100.0 Incentives/rewards systems Community organizations Frequency Percent Valid Percent Cumulative Percent Valid Community organizations 3 10.3 100.0 100.0 Missing System 26 89.7 Total 29 100.0 Referrals Persons with disabilities Frequency Percent Valid Percent Cumulative Percent Valid Persons with disabilities 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0

Survey Responses 201   Referrals Older adults Frequency Percent Valid Percent Cumulative Percent Valid Older adults 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 Referrals Low-income households Frequency Percent Valid Percent Cumulative Percent Valid Low- income households 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 Referrals Community organizations Frequency Percent Valid Percent Cumulative Percent Valid Community organizations 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 Q50 Which entity was responsible for which types of enhanced participation efforts? 0 1 2 3 4 5 6 Mobile application push notifications Dynamic / Post-trip feedback Incentives / Rewards systems Referrals Other enhanced participation Persons with disabilities Older adults Veterans Low-income households Community organizations Other target audience(s)

202 Customer Education and Awareness of On-Demand Mobility Mobile application push notifications Transit agency Frequency Percent Valid Percent Cumulative Percent Valid Transit agency 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 Mobile application push notifications Service/technology provider Frequency Percent Valid Percent Cumulative Percent Valid Service/ technology provider 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 Dynamic/post-trip feedback Transit agency Frequency Percent Valid Percent Cumulative Percent Valid Transit agency 4 13.8 100.0 100.0 Missing System 25 86.2 Total 29 100.0 Dynamic/post-trip feedback Service/technology provider Frequency Percent Valid Percent Cumulative Percent Valid Service/ technology provider 4 13.8 100.0 100.0 Missing System 25 86.2 Total 29 100.0 Incentives/rewards systems Transit agency Frequency Percent Valid Percent Cumulative Percent Valid Transit agency 3 10.3 100.0 100.0 Missing System 26 89.7 Total 29 100.0

Survey Responses 203   Incentives/rewards systems Service/technology provider Frequency Percent Valid Percent Cumulative Percent Valid Service/ technology provider 3 10.3 100.0 100.0 Missing System 26 89.7 Total 29 100.0 Incentives/rewards systems Community partner(s) Frequency Percent Valid Percent Cumulative Percent Valid Community partner(s) 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 Referrals Service/technology provider Frequency Percent Valid Percent Cumulative Percent Valid Service/ technology provider 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 0 1 1 2 2 3 3 4 4 5 Mobile application push notifications Dynamic / Post-trip feedback Incentives / Rewards systems Referrals Other enhanced participation Transit Agency Service / Technology Provider Community Partner(s) Communication and Engagement Q51 The following questions ask how the transit agency engages with the community regarding on-demand mobility services.

204 Customer Education and Awareness of On-Demand Mobility Q52 How does/did the transit agency and other service partners communicate with local stakeholders about on-demand mobility services? Please check all that apply. Community meetings Transit agency Frequency Percent Valid Percent Cumulative Percent Valid Transit agency 24 82.8 100.0 100.0 Missing System 5 17.2 Total 29 100.0 Community meetings Business/community partner Frequency Percent Valid Percent Cumulative Percent Valid Business/ community partner 8 27.6 100.0 100.0 Missing System 21 72.4 Total 29 100.0 Community meetings Service/technology partner Frequency Percent Valid Percent Cumulative Percent Valid Service/ technology partner 3 10.3 100.0 100.0 Missing System 26 89.7 Total 29 100.0 Website announcements or portals Transit agency Frequency Percent Valid Percent Cumulative Percent Valid Transit agency 27 93.1 100.0 100.0 Missing System 2 6.9 Total 29 100.0 Website announcements or portals Business/community partner Frequency Percent Valid Percent Cumulative Percent Valid Business/ community partner 6 20.7 100.0 100.0 Missing System 23 79.3 Total 29 100.0

Survey Responses 205   Website announcements or portals Service/technology partner Frequency Percent Valid Percent Cumulative Percent Valid Service/ technology partner 8 27.6 100.0 100.0 Missing System 21 72.4 Total 29 100.0 Phone number/help desk Transit agency Frequency Percent Valid Percent Cumulative Percent Valid Transit agency 20 69.0 100.0 100.0 Missing System 9 31.0 Total 29 100.0 Phone number/help desk Business/community partner Frequency Percent Valid Percent Cumulative Percent Valid Business/ community partner 2 6.9 100.0 100.0 Missing System 27 93.1 Total 29 100.0 Phone number/help desk Service/technology partner Frequency Percent Valid Percent Cumulative Percent Valid Service/ technology partner 11 37.9 100.0 100.0 Missing System 18 62.1 Total 29 100.0 Other (if applicable, specify here) Transit agency Frequency Percent Valid Percent Cumulative Percent Valid Transit agency 4 13.8 100.0 100.0 Missing System 25 86.2 Total 29 100.0

206 Customer Education and Awareness of On-Demand Mobility Other (if applicable, specify here) Service/technology partner Frequency Percent Valid Percent Cumulative Percent Valid Service/ technology partner 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 Other (if applicable, specify here) Text Frequency Percent Valid Percent Cumulative Percent Valid 25 86.2 86.2 86.2 App 1 3.4 3.4 89.7 Bus and transit facilities postings 1 3.4 3.4 93.1 Community events 1 3.4 3.4 96.6 Text and email alerts/notifications 1 3.4 3.4 100.0 Total 29 100.0 100.0 0 5 10 15 20 25 30 Community meetings Website announcements or portals Phone number / help desk Other Transit Agency Service / Technology Provider Community Partner(s) No response

Survey Responses 207   Q53 When did the transit agency and other service partners communicate with local stakeholders about the on-demand mobility service(s)? Please check all that apply. Prior to service launch Business/community partner(s) Frequency Percent Valid Percent Cumulative Percent Valid Business/ community partner(s) 12 40.0 100.0 100.0 Missing System 17 60.0 Total 29 100.0 Prior to service launch Service/technology partner Frequency Percent Valid Percent Cumulative Percent Valid Service/ technology partner 11 36.7 100.0 100.0 Missing System 18 63.3 Total 29 100.0 Service launch announcement Business/community partner(s) Frequency Percent Valid Percent Cumulative Percent Valid Business/ community partner(s) 10 33.3 100.0 100.0 Missing System 19 66.7 Total 29 100.0 Service launch announcement Service/technology partner Frequency Percent Valid Percent Cumulative Percent Valid Service/ technology partner 13 43.3 100.0 100.0 Missing System 16 56.7 Total 29 100.0 Ongoing engagement during the service Transit agency Frequency Percent Valid Percent Cumulative Percent Valid Transit agency 28 93.3 100.0 100.0 Missing System 1 6.7 Total 29 100.0

208 Customer Education and Awareness of On-Demand Mobility Ongoing engagement during the service Business/community partner(s) Frequency Percent Valid Percent Cumulative Percent Valid Business/ community partner(s) 9 30.0 100.0 100.0 Missing System 20 70.0 Total 29 100.0 Ongoing engagement during the service Service/technology partner Frequency Percent Valid Percent Cumulative Percent Valid Service/ technology partner 12 40.0 100.0 100.0 Missing System 17 60.0 Total 29 100.0 After the service ended (if applicable) Transit agency Frequency Percent Valid Percent Cumulative Percent Valid Transit agency 5 16.7 100.0 100.0 Missing System 24 83.3 Total 29 100.0 After the service ended (if applicable) Business/community partner(s) Frequency Percent Valid Percent Cumulative Percent Valid Business/ community partner(s) 1 3.3 100.0 100.0 Missing System 28 96.7 Total 29 100.0 After the service ended (if applicable) Service/technology partner Frequency Percent Valid Percent Cumulative Percent Valid Service/ technology partner 2 6.7 100.0 100.0 Missing System 27 93.3 Total 29 100.0

Survey Responses 209   Q54 Were these communications by the service/technology partner specified as part of the RFP/contract agreement? 0 5 10 15 20 25 30 35 Prior to service launch Service launch announcement Ongoing engagement during the service After the service ended (if applicable) Transit Agency Service / Technology Provider Community Partner(s) Were these communications by the service/technology partner specified as part of the RFP/contract agreement? Frequency Percent Valid Percent Cumulative Percent Valid Yes 11 37.9 64.7 64.7 No 6 20.7 35.3 100.0 Total 17 58.6 100.0 Missing System 12 41.4 Total 29 100.0 Yes 65% No 35%

210 Customer Education and Awareness of On-Demand Mobility Q55 Was the service adjusted in any of the following aspects as a result of on-going engagement or post-service engagement? Please check all that apply. Service span (hours) Frequency Percent Valid Percent Cumulative Percent Valid Service span (hours) 13 44.8 100.0 100.0 Missing System 16 55.2 Total 29 100.0 Service span (days of the week) Frequency Percent Valid Percent Cumulative Percent Valid Service span (days of the week) 9 31.0 100.0 100.0 Missing System 20 69.0 Total 29 100.0 Rider cost (fare or subsidy) Frequency Percent Valid Percent Cumulative Percent Valid Rider cost (fare or subsidy) 5 17.2 100.0 100.0 Missing System 24 82.8 Total 29 100.0 Service zone Frequency Percent Valid Percent Cumulative Percent Valid Service zone 20 69.0 100.0 100.0 Missing System 9 31.0 Total 29 100.0 Other (if applicable, specify here) Frequency Percent Valid Percent Cumulative Percent Valid Other (if applicable, specify here) 2 6.9 100.0 100.0 Missing System 27 93.1 Total 29 100.0

Survey Responses 211   Other (if applicable, specify here) Text Frequency Percent Valid Percent Cumulative Percent Valid 27 93.1 93.1 93.1 Prior to the launch of microtransit, outlying areas were serviced 2 to 3 days/ week. With the launch of the microtransit demand system, all areas of the 1,600 square miles of Baldwin County are serviced Monday– Friday. 1 3.4 3.4 96.6 We did not have to make any service adjustments. However, we received an FTA FAR/AIM grant that we used to expand service hours. 1 3.4 3.4 100.0 Total 29 100.0 100.0

212 Customer Education and Awareness of On-Demand Mobility Q56 Did the audience for engagement change as a result of ongoing engagement or observed ridership trends for the on-demand mobility service? Did the audience for engagement change as a result of ongoing engagement or observed ridership trends for the on-demand mobility service? Selected choice Frequency Percent Valid Percent Cumulative Percent Valid Yes (if applicable, specify here) 2 6.9 14.3 14.3 No 12 41.4 85.7 100.0 Total 14 48.3 100.0 Missing System 15 51.7 Total 29 100.0 0% 20% 40% 60% 80% 100% Eligibility Other Rider cost (fare or subsidy) Service span (days of the week) Service span (hours) Service zone

Survey Responses 213   Did the audience for engagement change as a result of ongoing engagement or observed ridership trends for the on-demand mobility service? Yes (if applicable, specify here) Text Frequency Percent Valid Percent Cumulative Percent Valid 27 93.1 93.1 93.1 Attempted to reach more households that historically didn't have access to transit, low- income households, and individuals without access to cars. 1 3.4 3.4 96.6 More school- aged children were riding. 1 3.4 3.4 100.0 Total 29 100.0 100.0 Yes (if applicable, specify here) 14% No 86% No response

214 Customer Education and Awareness of On-Demand Mobility Budget and Acquisition Q57 The following questions ask about budget and customer acquisition for marketing efforts associated with your agency’s on-demand mobility services. Q58 What was the approximate budget and time frame for the overall marketing campaign of your on-demand mobility service(s)? You can round to the nearest hundreds/thousands if easiest. Also, if you provide a number of days, weeks, months, or years for the time frame, please specify the length of time for that number. [Field-Service1OnDemand] Budget (approximate in dollars) Frequency Percent Valid Percent Cumulative Percent Valid 7 24.1 24.1 24.1 $0 2 6.9 6.9 31.0 $5,000 2 6.9 6.9 37.9 $5,000– $13,000 1 3.4 3.4 41.4 $500,000 1 3.4 3.4 44.8 $5,000 1 3.4 3.4 48.3 $65,000 1 3.4 3.4 51.7 $0 1 3.4 3.4 55.2 $0 1 3.4 3.4 58.6 $10,000 1 3.4 3.4 62.1 $120,000 1 3.4 3.4 65.5 $2,000 1 3.4 3.4 69.0 $25,000 1 3.4 3.4 72.4 $250,000 1 3.4 3.4 75.9 $300,000 1 3.4 3.4 79.3 $30,000 1 3.4 3.4 82.8 $324,779 1 3.4 3.4 86.2 $500 1 3.4 3.4 89.7 $5,000 1 3.4 3.4 93.1 $50,000 1 3.4 3.4 96.6 $6 million 1 3.4 3.4 100.0 Total 29 100.0 100.0 No response

Survey Responses 215   [Field-Service1OnDemand] Time frame (at launch/annual) (please specify any number provided) Frequency Percent Valid Percent Cumulative Percent Valid 10 34.5 34.5 34.5 $0 1 3.4 3.4 37.9 1 month 1 3.4 3.4 41.4 1 year 1 3.4 3.4 44.8 1 year initially 1 3.4 3.4 48.3 1.5 years 1 3.4 3.4 51.7 $100,000/year/ 3 years 1 3.4 3.4 55.2 18 months 1 3.4 3.4 58.6 4–6 weeks 1 3.4 3.4 62.1 6 months 2 6.9 6.9 69.0 9 months 1 3.4 3.4 72.4 At launch 1 3.4 3.4 75.9 Initial launch to date, rough estimate of related costs. 1 3.4 3.4 79.3 Monthly 1 3.4 3.4 82.8 Ongoing 2 6.9 6.9 89.7 Ongoing 1 3.4 3.4 93.1 Ongoing 1 3.4 3.4 96.6 3 months 1 3.4 3.4 100.0 Total 29 100.0 100.0 [Field-Service2OnDemand] Budget (approximate in dollars) Frequency Percent Valid Percent Cumulative Percent Valid 24 82.8 82.8 82.8 $10,000 1 3.4 3.4 86.2 $250,000 1 3.4 3.4 89.7 $1.5 million 1 3.4 3.4 93.1 $2,000 1 3.4 3.4 96.6 $200,000 1 3.4 3.4 100.0 Total 29 100.0 100.0 No response No response

216 Customer Education and Awareness of On-Demand Mobility [Field-Service2OnDemand] Time frame (at launch/annual) (please specify any number provided) Frequency Percent Valid Percent Cumulative Percent Valid 23 79.3 79.3 79.3 100,000/year/ 2 years 1 3.4 3.4 82.8 4–6 weeks 1 3.4 3.4 86.2 6 months 2 6.9 6.9 93.1 Ongoing 1 3.4 3.4 96.6 Ongoing 1 3.4 3.4 100.0 Total 29 100.0 100.0 [Field-Service3OnDemand] Budget (approximate in dollars) Frequency Percent Valid Percent Cumulative Percent Valid 27 93.1 93.1 93.1 $100,000 1 3.4 3.4 96.6 $50,000 1 3.4 3.4 100.0 Total 29 100.0 100.0 [Field-Service3OnDemand] Time frame (at launch/annual) (please specify any number provided) Frequency Percent Valid Percent Cumulative Percent Valid 27 93.1 93.1 93.1 $25,000/year/2 years 1 3.4 3.4 96.6 6 months 1 3.4 3.4 100.0 Total 29 100.0 100.0 [Field-Service4OnDemand] Budget (approximate in dollars) Frequency Percent Valid Percent Cumulative Percent Valid 27 93.1 93.1 93.1 $3 million 1 3.4 3.4 96.6 $50,000 1 3.4 3.4 100.0 Total 29 100.0 100.0 No response No response No response

Survey Responses 217   [Field-Service4OnDemand] Time frame (at launch/annual) (please specify any number provided) Frequency Percent Valid Percent Cumulative Percent Valid 28 96.6 96.6 96.6 $25,000/year/ 2 years 1 3.4 3.4 100.0 Total 29 100.0 100.0 [Field-Service5OnDemand] Budget (approximate in dollars) Frequency Percent Valid Percent Cumulative Percent Valid 28 96.6 96.6 96.6 $100,000 1 3.4 3.4 100.0 Total 29 100.0 100.0 [Field-Service5OnDemand] Time frame (at launch/annual) (please specify any number provided) Frequency Percent Valid Percent Cumulative Percent Valid 28 96.6 96.6 96.6 $100,00/year/ 1 year 1 3.4 3.4 100.0 Total 29 100.0 100.0 Q59 How was the marketing budget for on-demand mobility services developed? How was the marketing budget for on-demand mobility services developed? Frequency Percent Valid Percent Cumulative Percent Valid Part of the overall marketing budget for the transit agency 16 55.2 55.2 55.2 Part of the overall project budget 11 37.9 37.9 93.1 Not applicable 2 6.9 6.9 100.0 Total 29 100.0 100.0 No response No response No response

218 Customer Education and Awareness of On-Demand Mobility Q60 Do you track the cost of customer acquisition for first-time customers versus repeat customers of the on-demand service(s)? Part of the overall marketing budget for the transit agency 55% Part of the overall project budget 38% Not applicable 7% Do you track the cost of customer acquisition for first-time customers versus repeat customers of the on-demand service(s)? Frequency Percent Valid Percent Cumulative Percent Valid Overall customers only 5 17.2 17.9 17.9 First-time customers and repeat customers 2 6.9 7.1 25.0 Not tracked 21 72.4 75.0 100.0 Total 28 96.6 100.0 Missing System 1 3.4 Total 29 100.0

Survey Responses 219   Q61 How is the cost of customer acquisition tracked and calculated? Overall customers only 18% First-time customers and repeat customers 7% Not tracked 75% How is the cost of customer acquisition tracked and calculated? Frequency Percent Valid Percent Cumulative Percent Valid 23 79.3 79.3 79.3 Isolated by platform and zone where applicable 1 3.4 3.4 82.8 Monthly ridership relative to monthly service budget/expenses (including operations and marketing) (cost per rider shown in monthly reports). 1 3.4 3.4 86.2 Through reporting 1 3.4 3.4 89.7 Through Tableau. 1 3.4 3.4 93.1 Through the tech. We offered vouchers to first-time users and kept data on them and whether or not they utilized the service after the initial trip. 1 3.4 3.4 96.6 We track cost per trip and cost per hour. Total operations cost divided by either number of trips or number of hours. 1 3.4 3.4 100.0 Total 29 100.0 100.0 No response

220 Customer Education and Awareness of On-Demand Mobility Education and Awareness Benefits Q62 The next few questions will focus on the benefits of customer education and awareness efforts associated with your on-demand mobility service(s). Q63 For each of the following measures used at your transit agency (as applicable), please indicate the extent of the impact that customer education and awareness efforts for on-demand mobility services have had on the factors presented below. For each factor, a positive impact is indicated in parentheses as either “higher” or “lower” for that factor. On-demand service ridership (higher) Frequency Percent Valid Percent Cumulative Percent Valid Made significantly better 15 51.7 55.6 55.6 Made somewhat better 11 37.9 40.7 96.3 N/A or not measured 1 3.4 3.7 100.0 Total 27 93.1 100.0 Missing System 2 6.9 Total 29 100.0

Survey Responses 221   Fixed route ridership (higher) Frequency Percent Valid Percent Cumulative Percent Valid Made somewhat better 10 34.5 37.0 37.0 No impact 4 13.8 14.8 51.9 Made somewhat worse 3 10.3 11.1 63.0 N/A or not measured 10 34.5 37.0 100.0 Total 27 93.1 100.0 Missing System 2 6.9 Total 29 100.0 Multimodal trips (higher) Frequency Percent Valid Percent Cumulative Percent Valid Made significantly better 2 6.9 7.4 7.4 Made somewhat better 4 13.8 14.8 22.2 No impact 5 17.2 18.5 40.7 Made somewhat worse 1 3.4 3.7 44.4 N/A or not measured 15 51.7 55.6 100.0 Total 27 93.1 100.0 Missing System 2 6.9 Total 29 100.0

222 Customer Education and Awareness of On-Demand Mobility Paratransit ridership (lower) Frequency Percent Valid Percent Cumulative Percent Valid Made significantly better 3 10.3 11.1 11.1 Made somewhat better 7 24.1 25.9 37.0 No impact 4 13.8 14.8 51.9 Made somewhat worse 1 3.4 3.7 55.6 N/A or not measured 12 41.4 44.4 100.0 Total 27 93.1 100.0 Missing System 2 6.9 Total 29 100.0 Ridership from targeted groups (higher) Frequency Percent Valid Percent Cumulative Percent Valid Made significantly better 5 17.2 18.5 18.5 Made somewhat better 10 34.5 37.0 55.6 No impact 3 10.3 11.1 66.7 N/A or not measured 9 31.0 33.3 100.0 Total 27 93.1 100.0 Missing System 2 6.9 Total 29 100.0 New customers (higher) Frequency Percent Valid Percent Cumulative Percent Valid Made significantly better 14 48.3 51.9 51.9 Made somewhat better 9 31.0 33.3 85.2 N/A or not measured 4 13.8 14.8 100.0 Total 27 93.1 100.0 Missing System 2 6.9 Total 29 100.0

Survey Responses 223   Cost of new customer acquisition (lower) Frequency Percent Valid Percent Cumulative Percent Valid Made significantly better 2 6.9 7.4 7.4 Made somewhat better 2 6.9 7.4 14.8 No impact 7 24.1 25.9 40.7 N/A or not measured 16 55.2 59.3 100.0 Total 27 93.1 100.0 Missing System 2 6.9 Total 29 100.0 Recurring customers (higher) Frequency Percent Valid Percent Cumulative Percent Valid Made significantly better 5 17.2 18.5 18.5 Made somewhat better 11 37.9 40.7 59.3 No impact 4 13.8 14.8 74.1 N/A or not measured 7 24.1 25.9 100.0 Total 27 93.1 100.0 Missing System 2 6.9 Total 29 100.0 Cost of recurring customer acquisition (lower) Frequency Percent Valid Percent Cumulative Percent Valid Made significantly better 1 3.4 3.7 3.7 Made somewhat better 3 10.3 11.1 14.8 No impact 9 31.0 33.3 48.1 N/A or not measured 14 48.3 51.9 100.0 Total 27 93.1 100.0 Missing System 2 6.9 Total 29 100.0

224 Customer Education and Awareness of On-Demand Mobility Online engagement (higher) Frequency Percent Valid Percent Cumulative Percent Valid Made significantly better 8 27.6 29.6 29.6 Made somewhat better 7 24.1 25.9 55.6 No impact 6 20.7 22.2 77.8 N/A or not measured 6 20.7 22.2 100.0 Total 27 93.1 100.0 Missing System 2 6.9 Total 29 100.0 Area business activity (higher) Frequency Percent Valid Percent Cumulative Percent Valid Made significantly better 4 13.8 14.8 14.8 Made somewhat better 7 24.1 25.9 40.7 No impact 4 13.8 14.8 55.6 N/A or not measured 12 41.4 44.4 100.0 Total 27 93.1 100.0 Missing System 2 6.9 Total 29 100.0 Customer complaints (lower) Frequency Percent Valid Percent Cumulative Percent Valid Made significantly better 4 13.8 14.8 14.8 Made somewhat better 10 34.5 37.0 51.9 No impact 8 27.6 29.6 81.5 N/A or not measured 5 17.2 18.5 100.0 Total 27 93.1 100.0 Missing System 2 6.9 Total 29 100.0

Survey Responses 225   Service rating (higher) Frequency Percent Valid Percent Cumulative Percent Valid Made significantly better 7 24.1 25.9 25.9 Made somewhat better 10 34.5 37.0 63.0 No impact 4 13.8 14.8 77.8 N/A or not measured 6 20.7 22.2 100.0 Total 27 93.1 100.0 Missing System 2 6.9 Total 29 100.0 Other (if applicable, specify here) Frequency Percent Valid Percent Cumulative Percent Valid Made significantly better 1 3.4 3.7 3.7 No impact 5 17.2 18.5 22.2 N/A or not measured 21 72.4 77.8 100.0 Total 27 93.1 100.0 Missing System 2 6.9 Total 29 100.0 Other (if applicable, specify here) Text Frequency Percent Valid Percent Cumulative Percent Valid 24 82.8 82.8 82.8 More people were given an outlet for rating our service (higher). 1 3.4 3.4 86.2 n/a 1 3.4 3.4 89.7 N/A 1 3.4 3.4 93.1 N/A 1 3.4 3.4 96.6 Only operational for 4 months ... many things not yet surveyed/measured 1 3.4 3.4 100.0 Total 29 100.0 100.0 No response

226 Customer Education and Awareness of On-Demand Mobility 4% 4% 11% 19% 26% 19% 33% 15% 15% 15% 11% 15% 15% 22% 30% 7% 15% 11% 26% 26% 37% 37% 41% 37% 26% 37% 33% 41% 4% 7% 7% 4% 11% 15% 19% 19% 26% 30% 15% 52% 56% 0 0.2 0.4 0.6 0.8 1 Other Cost of new customer acquisition (lower) Multimodal trips (higher) Cost of recurring customer acquisition (lower) Paratransit ridership (lower) Area business activity (higher) Fixed-route ridership (higher) Ridership from targeted groups (higher) Recurring customers (higher) Service rating (higher) Online engagement (higher) Customer complaints (lower) New customers (higher) On-demand service ridership (higher) Made Significantly Worse Made Somewhat Worse No Impact Made Somewhat Better Made Significantly Better 78% 59% 56% 52% 44% 44% 37% 33% 26% 22% 22% 19% 15% 4% 22% 41% 44% 48% 56% 56% 63% 67% 74% 78% 78% 81% 85% 96% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Other Cost of new customer acquisition (lower) Multimodal trips (higher) Cost of recurring customer acquisition (lower) Paratransit ridership (lower) Area business activity (higher) Fixed-route ridership (higher) Ridership from targeted groups (higher) Recurring customers (higher) Service rating (higher) Online engagement (higher) Customer complaints (lower) New customers (higher) On-demand service ridership (higher) N/A or Not Measured Measured

Survey Responses 227   Q64 What factors used in evaluation are dependent on data from the service/technology partner in on-demand mobility service(s)? Please check all that apply. On-demand service ridership Frequency Percent Valid Percent Cumulative Percent Valid On- demand service ridership 25 86.2 100.0 100.0 Missing System 4 13.8 Total 29 100.0 Fixed route ridership Frequency Percent Valid Percent Cumulative Percent Valid Fixed route ridership 3 10.3 100.0 100.0 Missing System 26 89.7 Total 29 100.0 Multimodal trips Frequency Percent Valid Percent Cumulative Percent Valid Multimodal trips 3 10.3 100.0 100.0 Missing System 26 89.7 Total 29 100.0 Paratransit ridership Frequency Percent Valid Percent Cumulative Percent Valid Paratransit ridership 5 17.2 100.0 100.0 Missing System 24 82.8 Total 29 100.0

228 Customer Education and Awareness of On-Demand Mobility Ridership from targeted groups Frequency Percent Valid Percent Cumulative Percent Valid Ridership from targeted groups 8 27.6 100.0 100.0 Missing System 21 72.4 Total 29 100.0 New customers Frequency Percent Valid Percent Cumulative Percent Valid New customers 18 62.1 100.0 100.0 Missing System 11 37.9 Total 29 100.0 Recurring customers Frequency Percent Valid Percent Cumulative Percent Valid Recurring customers 15 51.7 100.0 100.0 Missing System 14 48.3 Total 29 100.0 Cost of recurring customer acquisition Frequency Percent Valid Percent Cumulative Percent Valid Cost of recurring customer acquisition 3 10.3 100.0 100.0 Missing System 26 89.7 Total 29 100.0 Online engagement Frequency Percent Valid Percent Cumulative Percent Valid Online engagement 3 10.3 100.0 100.0 Missing System 26 89.7 Total 29 100.0

Survey Responses 229   Area business activity Frequency Percent Valid Percent Cumulative Percent Valid Area business activity 4 13.8 100.0 100.0 Missing System 25 86.2 Total 29 100.0 Customer complaints Frequency Percent Valid Percent Cumulative Percent Valid Customer complaints 10 34.5 100.0 100.0 Missing System 19 65.5 Total 29 100.0 Service rating Frequency Percent Valid Percent Cumulative Percent Valid Service rating 14 48.3 100.0 100.0 Missing System 15 51.7 Total 29 100.0

230 Customer Education and Awareness of On-Demand Mobility Are there any other factors you use to evaluate the success of customer education and awareness campaigns for on-demand mobility services? Frequency Percent Valid Percent Cumulative Percent Valid 15 51.7 51.7 51.7 Counting the number of customers who come from particular originations or destinations. 1 3.4 3.4 55.2 General feedback from biannual rider surveys 1 3.4 3.4 58.6 Increase in ridership 1 3.4 3.4 62.1 N/A 1 3.4 3.4 65.5 No 2 6.9 6.9 72.4 No 1 3.4 3.4 75.9 No 1 3.4 3.4 79.3 None 1 3.4 3.4 82.8 Please see October Board Report. 1 3.4 3.4 86.2 Surveys on board and mobile 1 3.4 3.4 89.7 Q65 Are there any other factors you use to evaluate the success of customer education and awareness campaigns for on-demand mobility services? No response

Survey Responses 231   We focus on customer feedback received directly by the customers and when conducted on a semi-annual basis our direct reach out to customers to hear their thoughts on the service. 1 3.4 3.4 93.1 We use the number of trips and number of new signs up plus turning those sign-ups into first rides as a way to measure the success of our customer education campaign. 1 3.4 3.4 96.6 Will measure trip purpose; new versus old rider, transfers to fixed route system 1 3.4 3.4 100.0 Total 29 100.0 100.0 Overall Lessons Learned and Challenges Q66 For the remaining questions in the survey, we’d like to ask about your overall experience with the customer education and awareness efforts for on-demand mobility service(s) at your transit agency, including efforts conducted with or exclusively by service provider(s) or local stakeholder partner(s).

232 Customer Education and Awareness of On-Demand Mobility Q67 Please indicate your agency’s experience with the customer education and awareness issues presented below. Reaching the target ridership audience Frequency Percent Valid Percent Cumulative Percent Valid Not a challenge at all 12 41.4 44.4 44.4 Slight challenge 14 48.3 51.9 96.3 Major challenge 1 3.4 3.7 100.0 Total 27 93.1 100.0 Missing System 2 6.9 Total 29 100.0 Teaching customers unfamiliar with on-demand mobility how to ride the service Frequency Percent Valid Percent Cumulative Percent Valid Not a challenge at all 3 10.3 11.1 11.1 Slight challenge 20 69.0 74.1 85.2 Major challenge 4 13.8 14.8 100.0 Total 27 93.1 100.0 Missing System 2 6.9 Total 29 100.0 Available budget for marketing and education efforts Frequency Percent Valid Percent Cumulative Percent Valid Not a challenge at all 18 62.1 66.7 66.7 Slight challenge 8 27.6 29.6 96.3 Major challenge 1 3.4 3.7 100.0 Total 27 93.1 100.0 Missing System 2 6.9 Total 29 100.0

Survey Responses 233   Coordination with the service/technology provider on marketing and education efforts Frequency Percent Valid Percent Cumulative Percent Valid Not a challenge at all 22 75.9 81.5 81.5 Slight challenge 4 13.8 14.8 96.3 Major challenge 1 3.4 3.7 100.0 Total 27 93.1 100.0 Missing System 2 6.9 Total 29 100.0 Coordination with local stakeholder partners, organizations, and businesses on marketing and education efforts Frequency Percent Valid Percent Cumulative Percent Valid Not a challenge at all 14 48.3 51.9 51.9 Slight challenge 13 44.8 48.1 100.0 Total 27 93.1 100.0 Missing System 2 6.9 Total 29 100.0 Attracting new customers (higher) Frequency Percent Valid Percent Cumulative Percent Valid Not a challenge at all 9 31.0 33.3 33.3 Slight challenge 15 51.7 55.6 88.9 Major challenge 3 10.3 11.1 100.0 Total 27 93.1 100.0 Missing System 2 6.9 Total 29 100.0

234 Customer Education and Awareness of On-Demand Mobility Ensuring equity in marketing and education outreach Frequency Percent Valid Percent Cumulative Percent Valid Not a challenge at all 14 48.3 51.9 51.9 Slight challenge 12 41.4 44.4 96.3 Major challenge 1 3.4 3.7 100.0 Total 27 93.1 100.0 Missing System 2 6.9 Total 29 100.0 Retaining riders after they’ve used the service the first time Frequency Percent Valid Percent Cumulative Percent Valid Not a challenge at all 9 31.0 33.3 33.3 Slight challenge 16 55.2 59.3 92.6 Major challenge 2 6.9 7.4 100.0 Total 27 93.1 100.0 Missing System 2 6.9 Total 29 100.0 Getting data from the service/technology provider on engagement levels Frequency Percent Valid Percent Cumulative Percent Valid Not a challenge at all 18 62.1 66.7 66.7 Slight challenge 6 20.7 22.2 88.9 Major challenge 3 10.3 11.1 100.0 Total 27 93.1 100.0 Missing System 2 6.9 Total 29 100.0

Survey Responses 235   Measuring the benefit of engagement efforts Frequency Percent Valid Percent Cumulative Percent Valid Not a challenge at all 5 17.2 18.5 18.5 Slight challenge 17 58.6 63.0 81.5 Major challenge 5 17.2 18.5 100.0 Total 27 93.1 100.0 Missing System 2 6.9 Total 29 100.0 52% 81% 67% 52% 44% 33% 67% 33% 11% 19% 48% 15% 30% 44% 52% 59% 22% 56% 74% 63% 4% 4% 4% 4% 7% 11% 11% 15% 19% 0% 20% 40% 60% 80% 100% Coordination with local stakeholder partners, organizations and businesses on marketing and… Coordination with the service/technology provider on marketing and education efforts Available budget for marketing and education efforts Ensuring equity in marketing and education outreach Reaching the target ridership audience Retaining riders after they’ve used the service the first time Getting data from the service/technology provider on engagement levels Attracting new customers (higher) Teaching customers unfamiliar with on-demand mobility how to ride the service Measuring the benefit of engagement efforts Not a challenge at all Slight challenge Major challenge

236 Customer Education and Awareness of On-Demand Mobility What lessons learned could your agency share with the industry regarding customer awareness and education campaigns for on-demand mobility services? Frequency Percent Valid Percent Cumulative Percent Valid 16 55.2 55.2 55.2 - One of the more revealing data points of the pilot service is the significant number of people who downloaded the [service name] app but never tried the service. Of the 2,677 registered accounts created, only 313 individuals, or 12%, actually used the service. Based on non-rider survey results, the most common reasons for this were that the service area was not convenient, that they only signed up to learn more about the service, or that they simply forgot to use it. Marketing/social media staff created a social media presence for the [service name] brand by creating a [service name] account on both Twitter and Facebook. To further boost the online presence, staff purchased geotargeted Facebook ads for [service name] that appeared solely to people living within the [service name] service area. In addition to online advertising, marketing staff placed [service name] light rail station ads, bus bench ads, posters, and [service name] decals throughout the service area. The number of ad clicks, level of online engagement, and customer survey results suggest that social media 1 3.4 3.4 58.6 Q68 What lessons learned could your agency share with the industry regarding customer awareness and education campaigns for on-demand mobility services?

Survey Responses 237   posters, billboards, and vehicles themselves were more successful in this regard. Since the [service name] vehicles were the most visible and effective form of advertising for the service, more explicit branding on the vehicles would have been helpful to explain what the service was at first glance. Most of the marketing effort was also concentrated around the launch of the pilot service and dropped considerably after the launch. It would have been beneficial if marketing efforts continued throughout the pilot to help engage and re-engage both non-users and existing users of the service. Business/Promotional Outreach One of the goals of this pilot was to stimulate increased transit usage for daily commuters living and working in the service area; therefore, the promotional strategy relied heavily on leveraging the support of businesses and residential developments. may not have been the most effective approach to increase awareness of the program; rather, the

238 Customer Education and Awareness of On-Demand Mobility 1. Make marketing a part of project budget, [transit agency name] uses 20% in launch years and 10% in maintenance years. 2. Decide how you’re going to measure engagement with advertising across multiple platforms with different metrics provided (Unique Click-Through Rate, Engagement, etc.). 3. Track advertising dates and tactics and overlay them with real- time ridership data to home in on what works. 4. What works well in some service areas doesn’t have the same result in others (direct mail, Instagram, Facebook). Treat each new service area as a new experiment to find the right combination. 1 3.4 3.4 62.1 Do more than just Spanish- language posters inside the buses. Spanish radio station advertising appeared to be a big success. Need to have enough staff on hand to answer questions about the service (we moved to on- demand service from fixed route, which required customers to schedule pickups and drop-offs). 1 3.4 3.4 65.5 Do your homework before implementing these types of services. Review other agencies currently utilizing similar services. Understand “why” you are doing it and why it will help your customers. 1 3.4 3.4 69.0

Survey Responses 239   Lessons learned would include strategizing beyond the launch of the service for the different phases of post- launch plus the first year of the service. It’s important to meet with stakeholders, including department leadership, to ensure that goals of the service are being met. If the goal is to increase awareness and engage potential riders, or if the goal is to increase ridership numbers, etc., it’s important to be on the same page and tailor messaging throughout the year to achieve the common goals. 1 3.4 3.4 72.4 Market early and often. Create a targeted marketing campaign that speaks to the interests of the targeted group. 1 3.4 3.4 75.9 Our issue with awareness and education campaigns were because of COVID. We started when most organizations were closed due to COVID. We were not able to get out into the community for educating the riders. 1 3.4 3.4 79.3 Partnering with city agencies and community groups has helped us reach and educate populations that are traditionally difficult to reach. 1 3.4 3.4 82.8 Takes a lot of collaboration and communication with internal departments and external stakeholders to deliver a high-performing and successful on-demand service. 1 3.4 3.4 86.2

240 Customer Education and Awareness of On-Demand Mobility Too soon to tell 1 3.4 3.4 89.7 Train-the-trainer: Prepare all the transit staff (drivers, schedulers, dispatch, etc.) to use and service especially with regard to the mobile app and payment platform. 1 3.4 3.4 93.1 Understand the area. Know what type of marketing materials/techniques work for that area. We took a “boots on the ground” approach, which helped attract more riders. 1 3.4 3.4 96.6 We found it is more advantageous to place the product in front of people and show them the help that it can bring to each customer. We even go to hotels without concierge services or shuttles for use of [service name] to ferry customers in the cities. 1 3.4 3.4 100.0 Total 29 100.0 100.0 Further Participant Information Q69 We’d like to quickly ask a couple questions about other participants you believe should be included in this survey research. Q70 Do you know of another peer transit agency with relevant customer education and awareness efforts that may be interested in this survey? Q71 Please provide contact information for the peer transit agency that may be interested in this survey. Q72 Would you be interested in participating further in this study as a case example transit agency?

Abbreviations and acronyms used without denitions in TRB publications: A4A Airlines for America AAAE American Association of Airport Executives AASHO American Association of State Highway Officials AASHTO American Association of State Highway and Transportation Officials ACI–NA Airports Council International–North America ACRP Airport Cooperative Research Program ADA Americans with Disabilities Act APTA American Public Transportation Association ASCE American Society of Civil Engineers ASME American Society of Mechanical Engineers ASTM American Society for Testing and Materials ATA American Trucking Associations CTAA Community Transportation Association of America CTBSSP Commercial Truck and Bus Safety Synthesis Program DHS Department of Homeland Security DOE Department of Energy EPA Environmental Protection Agency FAA Federal Aviation Administration FAST Fixing America’s Surface Transportation Act (2015) FHWA Federal Highway Administration FMCSA Federal Motor Carrier Safety Administration FRA Federal Railroad Administration FTA Federal Transit Administration GHSA Governors Highway Safety Association HMCRP Hazardous Materials Cooperative Research Program IEEE Institute of Electrical and Electronics Engineers ISTEA Intermodal Surface Transportation Efficiency Act of 1991 ITE Institute of Transportation Engineers MAP-21 Moving Ahead for Progress in the 21st Century Act (2012) NASA National Aeronautics and Space Administration NASAO National Association of State Aviation Officials NCFRP National Cooperative Freight Research Program NCHRP National Cooperative Highway Research Program NHTSA National Highway Traffic Safety Administration NTSB National Transportation Safety Board PHMSA Pipeline and Hazardous Materials Safety Administration RITA Research and Innovative Technology Administration SAE Society of Automotive Engineers SAFETEA-LU Safe, Accountable, Flexible, Efficient Transportation Equity Act: A Legacy for Users (2005) TCRP Transit Cooperative Research Program TEA-21 Transportation Equity Act for the 21st Century (1998) TRB Transportation Research Board TSA Transportation Security Administration U.S. DOT United States Department of Transportation

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