The National Academies Press

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From page 106... ... 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? Read the entire page →
From page 107... ... 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 OnDemand 1 3.4 3.4 17.2 Citibus OnDemand 1 3.4 3.4 20.7 Connect OnDemand 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) Read the entire page →
From page 108... ... 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) Read the entire page →
From page 109... ... 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 Ondemand 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) Read the entire page →
From page 110... ... 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! Read the entire page →
From page 111... ... 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! Read the entire page →
From page 112... ... 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. Read the entire page →
From page 113... ... 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) Read the entire page →
From page 114... ... 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) Read the entire page →
From page 115... ... 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. Read the entire page →
From page 116... ... 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? Read the entire page →
From page 117... ... 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 Read the entire page →
From page 118... ... 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 Read the entire page →
From page 119... ... 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 Read the entire page →
From page 120... ... 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 Read the entire page →
From page 121... ... 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 Read the entire page →
From page 122... ... 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 Read the entire page →
From page 123... ... 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 Read the entire page →
From page 124... ... 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 Read the entire page →
From page 125... ... 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) Read the entire page →
From page 126... ... 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. Read the entire page →
From page 127... ... 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] Read the entire page →
From page 128... ... 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] Read the entire page →
From page 129... ... Survey Responses 129 [Field-Service3OnDemand] As a stand-alone service Frequency Percent Valid Percent Cumulative Percent Valid As a standalone service 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 [Field-Service3OnDemand] Read the entire page →
From page 130... ... 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? Read the entire page →
From page 131... ... 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] Read the entire page →
From page 132... ... 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] Read the entire page →
From page 133... ... 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] Read the entire page →
From page 134... ... 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] Read the entire page →
From page 135... ... 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) Read the entire page →
From page 136... ... 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) Read the entire page →
From page 137... ... 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) Read the entire page →
From page 138... ... 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) Read the entire page →
From page 139... ... 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) Read the entire page →
From page 140... ... 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] Read the entire page →
From page 141... ... 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] Read the entire page →
From page 142... ... 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] Read the entire page →
From page 143... ... 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] Read the entire page →
From page 144... ... 144 Customer Education and Awareness of On-Demand Mobility Q23 What types of marketing did the mobility/technology partner(s) Read the entire page →
From page 145... ... 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) Read the entire page →
From page 146... ... 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) Read the entire page →
From page 147... ... Survey Responses 147 See [service website] Read the entire page →
From page 148... ... 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? Read the entire page →
From page 149... ... 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] Read the entire page →
From page 150... ... 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] Read the entire page →
From page 151... ... 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] Read the entire page →
From page 152... ... 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] Read the entire page →
From page 153... ... 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] Read the entire page →
From page 154... ... 154 Customer Education and Awareness of On-Demand Mobility [Field-Service1OnDemand] Other role (provide role in next question) Read the entire page →
From page 155... ... 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] Read the entire page →
From page 156... ... 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] Read the entire page →
From page 157... ... Survey Responses 157 What additional roles did the other local stakeholder partner(s) have? Read the entire page →
From page 158... ... 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) Read the entire page →
From page 159... ... Survey Responses 159 Q32 Please describe the customer education program/effort developed or administered by the other local stakeholder partner(s) Read the entire page →
From page 160... ... 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. Read the entire page →
From page 161... ... 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? Read the entire page →
From page 162... ... 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? Read the entire page →
From page 163... ... 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] Read the entire page →
From page 164... ... 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] Read the entire page →
From page 165... ... 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] Read the entire page →
From page 166... ... 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] Read the entire page →
From page 167... ... 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] Read the entire page →
From page 168... ... 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] Read the entire page →
From page 169... ... 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 Lowincome 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 Read the entire page →
From page 170... ... 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) Read the entire page →
From page 171... ... 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) Read the entire page →
From page 172... ... 172 Customer Education and Awareness of On-Demand Mobility Print collateral Low-income households Frequency Percent Valid Percent Cumulative Percent Valid Lowincome 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) Read the entire page →
From page 173... ... 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 Lowincome 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) Read the entire page →
From page 174... ... 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 Lowincome 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) Read the entire page →
From page 175... ... 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 Lowincome 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 Read the entire page →
From page 176... ... 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) Read the entire page →
From page 177... ... 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) Read the entire page →
From page 178... ... 178 Customer Education and Awareness of On-Demand Mobility What other target audiences were of interest for the campaign(s) Read the entire page →
From page 179... ... 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] Read the entire page →
From page 180... ... 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] Read the entire page →
From page 181... ... 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] Read the entire page →
From page 182... ... 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] Read the entire page →
From page 183... ... Survey Responses 183 Q42 What types of workshops/events were used by the transit agency? Please check all that apply. Read the entire page →
From page 184... ... 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. Read the entire page →
From page 185... ... 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. Read the entire page →
From page 186... ... 186 Customer Education and Awareness of On-Demand Mobility Travel training Low-income households Frequency Percent Valid Percent Cumulative Percent Valid Lowincome 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 Read the entire page →
From page 187... ... Survey Responses 187 How-to-Ride videos Low-income households Frequency Percent Valid Percent Cumulative Percent Valid Lowincome 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) Read the entire page →
From page 188... ... 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 Lowincome 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) Read the entire page →
From page 189... ... 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 Lowincome 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) Read the entire page →
From page 190... ... 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 Lowincome 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 Read the entire page →
From page 191... ... Survey Responses 191 Other education efforts Other target audience(s) Frequency Percent Valid Percent Cumulative Percent Valid Other target audience(s) Read the entire page →
From page 192... ... 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. Read the entire page →
From page 193... ... Survey Responses 193 Q47 What types of enhanced participation were used in association with the on-demand mobility services? [Field-Service1OnDemand] Read the entire page →
From page 194... ... 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] Read the entire page →
From page 195... ... 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] Read the entire page →
From page 196... ... 196 Customer Education and Awareness of On-Demand Mobility [Field-Service4OnDemand] Dynamic/post-trip feedback Frequency Percent Valid Percent Cumulative Percent Valid Dynamic/posttrip feedback 1 3.4 100.0 100.0 Missing System 28 96.6 Total 29 100.0 [Field-Service4OnDemand] Read the entire page →
From page 197... ... 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] Read the entire page →
From page 198... ... 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 Lowincome 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 Read the entire page →
From page 199... ... 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 Lowincome 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 Read the entire page →
From page 200... ... 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 Lowincome 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 Read the entire page →
From page 201... ... 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 Lowincome 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) Read the entire page →
From page 202... ... 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 Read the entire page →
From page 203... ... 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) Read the entire page →
From page 204... ... 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. Read the entire page →
From page 205... ... 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 Read the entire page →
From page 206... ... 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) Read the entire page →
From page 207... ... Survey Responses 207 Q53 When did the transit agency and other service partners communicate with local stakeholders about the on-demand mobility service(s) Read the entire page →
From page 208... ... 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) Read the entire page →
From page 209... ... 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) Read the entire page →
From page 210... ... 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. Read the entire page →
From page 211... ... 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. Read the entire page →
From page 212... ... 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? Read the entire page →
From page 213... ... 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) Read the entire page →
From page 214... ... 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) Read the entire page →
From page 215... ... Survey Responses 215 [Field-Service1OnDemand] Time frame (at launch/annual) Read the entire page →
From page 216... ... 216 Customer Education and Awareness of On-Demand Mobility [Field-Service2OnDemand] Time frame (at launch/annual) Read the entire page →
From page 217... ... Survey Responses 217 [Field-Service4OnDemand] Time frame (at launch/annual) Read the entire page →
From page 218... ... 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) Read the entire page →
From page 219... ... 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? Read the entire page →
From page 220... ... 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) Read the entire page →
From page 221... ... 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) Read the entire page →
From page 222... ... 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) Read the entire page →
From page 223... ... 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) Read the entire page →
From page 224... ... 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) Read the entire page →
From page 225... ... 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) Read the entire page →
From page 226... ... 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) Read the entire page →
From page 227... ... Survey Responses 227 Q64 What factors used in evaluation are dependent on data from the service/technology partner in on-demand mobility service(s) Read the entire page →
From page 228... ... 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 Read the entire page →
From page 229... ... 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 Read the entire page →
From page 230... ... 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. Read the entire page →
From page 231... ... 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. Read the entire page →
From page 232... ... 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 Read the entire page →
From page 233... ... 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 Read the entire page →
From page 234... ... 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 Read the entire page →
From page 235... ... 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 Read the entire page →
From page 236... ... 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] Read the entire page →
From page 237... ... Survey Responses 237 posters, billboards, and vehicles themselves were more successful in this regard. Since the [service name] Read the entire page →
From page 238... ... 238 Customer Education and Awareness of On-Demand Mobility 1. Make marketing a part of project budget, [transit agency name] Read the entire page →
From page 239... ... Survey Responses 239 Lessons learned would include strategizing beyond the launch of the service for the different phases of postlaunch 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. Read the entire page →
From page 240... ... 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. Read the entire page →
From page 241... ... Abbreviations and acronyms used without denitions 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) Read the entire page →
From page 242... ... Transportation Research Board 500 Fifth Street, NW Washington, DC 20001 ADDRESS SERVICE REQUESTED ISBN 978-0-309-68769-0 9 7 8 0 3 0 9 6 8 7 6 9 0 9 0 0 0 0 Read the entire page →

From page 106...

... 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?