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From page 75... ... 75 A P P E N D I X A Survey Instrument TCRP Project J-07, Topic SB 35 The Texas A&M Transportation Institute (TTI) has been conducting research for the Transit Cooperative Research Program (TCRP) Read the entire page →
From page 76... ... 76 Customer Education and Awareness of On-Demand Mobility Q1 Do you agree to participate in this research? Yes No Skip To: End of Survey If Q1 = No Q2 This survey invitation has been prepared for transit agencies in the United States. Read the entire page →
From page 77... ... Survey Instrument 77 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. Read the entire page →
From page 78... ... 78 Customer Education and Awareness of On-Demand Mobility Display This Question: If Q7 = Yes Q10 On-Demand Mobility Services 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. Read the entire page →
From page 79... ... Survey Instrument 79 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. Read the entire page →
From page 80... ... 80 Customer Education and Awareness of On-Demand Mobility Q13 What was the purpose of the on-demand mobility service(s) Read the entire page →
From page 81... ... Survey Instrument 81 Factors used to define specific customer populations Factor impacted the marketing strategy for the service Factor impacted the branding for the service Service area location Service radius Demographic information Geographic characteristics of the area Points of interest in the service area Local organizations in the area Transit agency goals Community input Language Other (if applicable, specify here) Read the entire page →
From page 82... ... 82 Customer Education and Awareness of On-Demand Mobility Q16 How was the service branded in name to customers? Please check all that apply. Read the entire page →
From page 83... ... Survey Instrument 83 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) Read the entire page →
From page 84... ... 84 Customer Education and Awareness of On-Demand Mobility Carry Forward Selected Choices from "Q19" 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 85... ... Survey Instrument 85 Display This Question: If Q21 [Other (provide role in next question) Read the entire page →
From page 86... ... 86 Customer Education and Awareness of On-Demand Mobility Display This Question: If Q21 [Customer education] Q24 Please describe the customer education program/effort developed or administered by the mobility/technology partner(s) Read the entire page →
From page 87... ... Survey Instrument 87 Skip To: Q33 If Q27 = No Q28 Please list any other local stakeholder partners involved in marketing, customer education, or outreach. Partner Name #1 Partner Name #2 Partner Name #3 Service names from Q11 Read the entire page →
From page 88... ... 88 Customer Education and Awareness of On-Demand Mobility Q29 What roles do/did the other local stakeholder partners have in marketing, customer education, and outreach? Please check all roles that apply. Read the entire page →
From page 89... ... Survey Instrument 89 Display This Question: If Q29 [Marketing (direct or indirect) Read the entire page →
From page 90... ... 90 Customer Education and Awareness of On-Demand Mobility Q36 What types of marketing were used by the transit agency in association with the on-demand mobility services? Please check all that apply. Read the entire page →
From page 91... ... Survey Instrument 91 Carry Forward Selected Answers from "Q36" 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. Read the entire page →
From page 92... ... 92 Customer Education and Awareness of On-Demand Mobility Q40 What types of customer education efforts were used/developed for the on-demand mobility services? Please check all that apply. Read the entire page →
From page 93... ... Survey Instrument 93 Carry Forward Selected Answers from "Q40" Carry Forward Selected Answers from "Q38" 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 94... ... 94 Customer Education and Awareness of On-Demand Mobility Q45 Enhanced Participation 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 95... ... Survey Instrument 95 Display This Question: If Q47 [Other enhanced participation] Q48 What other enhanced participation efforts were used by/for the on-demand mobility service(s) Read the entire page →
From page 96... ... 96 Customer Education and Awareness of On-Demand Mobility Carry Forward Selected Choices from "Q49" Q50 Which entity was responsible for which types of enhanced participation efforts? Transit Agency Service/Technology Provider Community Partner(s) Read the entire page →
From page 97... ... Survey Instrument 97 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 98... ... 98 Customer Education and Awareness of On-Demand Mobility Display This Question: If Q53 [Ongoing engagement during the service] Or Q53 [After the service ended (if applicable) Read the entire page →
From page 99... ... Survey Instrument 99 Q59 How was the marketing budget for on-demand mobility services developed? Part of the overall marketing budget for the transit agency Part of the overall project budget Provided entirely by the service provider Different depending on the service Not applicable 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 100... ... 100 Customer Education and Awareness of On-Demand Mobility Q62 Education and Awareness Benefits 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 101... ... Survey Instrument 101 Area business activity (higher) Customer complaints (lower) Read the entire page →
From page 102... ... 102 Customer Education and Awareness of On-Demand Mobility 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 103... ... Survey Instrument 103 Q67 Please indicate your agency's experience with the customer education and awareness issues presented below. Not a challenge at all Slight challenge Major challenge Reaching the target ridership audience Teaching customers unfamiliar with ondemand mobility how to ride the service Available budget for marketing and education efforts Coordination with the service/technology provider on marketing and education efforts Coordination with local stakeholder partners, organizations, and businesses on marketing and education efforts Attracting new customers (higher) Read the entire page →
From page 104... ... 104 Customer Education and Awareness of On-Demand Mobility Q68 What lessons learned could your agency share with the industry regarding customer awareness and education campaigns for on-demand mobility services? ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ Q69 Further Participant Information We'd like to quickly ask a couple questions about other participants you believe should be included in this survey research. Read the entire page →

From page 75...

... 75 A P P E N D I X A Survey Instrument TCRP Project J-07, Topic SB 35 The Texas A&M Transportation Institute (TTI) has been conducting research for the Transit Cooperative Research Program (TCRP)