MYSTERY RIDER PROGRAM

QUARTER 2, FY '09 RESULTS - SUMMARY

OFFICE OF MARKETING
 METHODOLOGY
The Mystery Rider Program is an objective tool for measuring the state of Metro services through the eyes of
the consumers. Seven Metro service “systems” are evaluated: Rail Routes, Rail Mezzanines, Rail Platforms,
Bus Routes, Bus Stops, Sales Clerks and Call Centers.
− Evaluations are presented in three formats, reported on a quarterly basis:
• The individual scores comprising each composite measure of a system reflect the mean of
the individual evaluation scores for the system.
• The composite scores for each system reflect the mean of the individual scores comprising
that composite.
• The overall score for each system reflects the mean of all the composites comprising that
system weighted by the average importance for each composite (as measured in the
Customer Satisfaction Measurement study). This weight is applied to give greater importance
to the factors that are of more importance to Metro riders.
− All data are based on the individual measurements evaluated for that quarter.

“Mystery Riding” is completed on a continual basis throughout the year, with more than 900 individual
evaluations completed each quarter.
− Evaluations for at least 95% of the following systems are completed on a quarterly basis: Rail
Routes Rail Mezzanines,
Routes, Mezzanines Rail Platforms,
Platforms Bus Stops,
Stops Sales Clerks and Call Stations.
Stations
− Evaluations for at least 95% of the Bus Routes are completed on an annual basis.

Evaluations are completed discreetly by trained, anonymous inspectors (“Mystery Riders”) using PDAs that
hold the data for all the evaluations completed.
completed Upon completion of the evaluations
evaluations, the data are proofed and
then computer cross-tabulated. All of the study percentages have been rounded to the nearest whole
percentage.
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EVALUATIONS
The table below shows the number of individual evaluations completed among the seven Metro service
systems for Q2 of FY’09:

# of Evaluations
Rail Route 22
Rail Mezzanine 124
Rail Platform 107
Bus Route 349
Bus Stop 387
S l Clerk
Sales Cl k 4
Call Stations 2
Total 995

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EXECUTIVE SUMMARY
RAIL ROUTE: On-board Metrorail train
• The Rail Route system performed well on the Safety (100%) and Rail Operations (97%)
composites, while not performing as well on the Physical Condition (86%) composite.
y, the followingg Rail Route individual measurements scored less than 90% this qquarter:
• Notably,
− Correct/Understandable announcements (86%)
− Dirty exterior (82%)
− Overall cleanliness (60%)
− Stains/Spills
p ((33%))
• Overall, the Rail Route system received a grade of 94% this quarter.

RAIL MEZZANINE: In station area, before accessing the platform

• The Rail Mezzanine system performed well on the Mezzanine Operations (98%) and Physical
Condition (97%) composites. The system received slightly lower grades on the Customer Service
(85%) and Safety (73%) composites.
• Notably, the following Rail Mezzanine individual measurements scored less than 90% this quarter:
− Odor in elevator (89%)
− Overall cleanliness (83%)
− Station manager’s name badge properly displayed (83%)
− Station manager’s ability to communicate in Spanish (33%)
− Visible police officers (25%)
• Overall, the Rail Mezzanine system received a grade of 87% this quarter.

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EXECUTIVE SUMMARY
RAIL PLATFORM: In station area, after the mezzanine - the beginning of the escalator/stairs to the
rail car doors.
• The Rail Platform system performed well on the Platform Operations (98%) and Physical Condition
(93%) composites; however, it did not perform well on the Safety (71%) composite.
• Notably, the following Rail Platform individual measurements scored less than 90% this quarter:
− Odor in elevator (89%)
− Overall cleanliness (76%)
− Visible police officers (19%)
• Overall, the Rail Platform system received a grade of 87% this quarter.

BUS ROUTE: The actual bus and on-board Metrobus

• The Bus Route system performed relatively well on the Physical Condition (94%) and Safety (92%)
composites, while receiving slightly lower grades on the Bus Operations (85%) and Customer
Service (85%) composites.
• Notably, the following Bus Route individual measurements scored less than 90% this quarter:
− Driver customer service (89%)
− Interior
I i graffiti/etchings
ffi i/ hi (87%)
− Audible PA system (82%)
− Frequency driver pulled vehicle out before passengers seated (82%)
− Overall cleanliness (73%)
− Stops
St announcedd (60%)
− Available bus schedule (56%)
− Driver’s ability to communicate in Spanish (50%) 4
• Overall, the Bus Route system received a grade of 89% this quarter.
EXECUTIVE SUMMARY
BUS STOP: Metrobus stops at Metrorail Stations
• The Bus Stop system performed relatively well on the Physical Condition (91%) and Stop
Operations (87%) composites; however, it did not perform as well on the Safety (55%) composite.
y, the followingg Bus Stopp individual measurements scored less than 90% this qquarter:
• Notably,
− Stains/Spills (85%)
− Visible bus stop signs (84%)
− Route schedule displayed (77%)
− Overall cleanliness (76%)
( )
− Shelter graffiti/etchings (65%)
− Visible police officers (12%)
• Overall, the Bus Stop system received a grade of 77% this quarter.

SALES CLERK: Metro Sales Outlets; Metro Center, Pentagon and Anacostia
• Sales Clerks performed poorly on the Customer Service (63%).
• Notably, the following Sales Clerk individual measurements scored less than 90% this quarter:
− Sales clerk provided correct answer (75%)
− Sales clerk provided good customer service (50%)
• Overall, Sales Clerks received a grade of 63% this quarter.

CALL STATIONS:
STATIONS Rider
Rid IInformation
f ti and
dCCustomer
t Service
S i
• Call Stations performed very well on the Customer Service (100%) composite.
• Notably, none of the Call Stations individual measures evaluated scored less than 100%. 5
• Overall, Call Stations received a grade of 100% this quarter.
METRO SYSTEM REPORT CARD

Physical Customer
Operations Condition Safety Service Grade
Call Stations N/A N/A N/A 100% 100%
Rail Route 97% 86% 100% N/A 94%
Bus Route 85% 94% 92% 85% 89%
Rail Mezzanine 98% 85% 96% 73% 87%
R il Platform
Rail Pl tf 98% 93% 71% N/A 87%
Bus Stop 87% 91% 55% N/A 77%
Sales Clerk N/A N/A N/A 63% 63%

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RAIL ROUTE
QUARTER 2, FY '09 RESULTS
 RAIL ROUTE: MEASURES
Rail Operations
• Functional/Accurate header sign
• System map displayed
• Functional doors
• Correct/Understandable
announcements
Physical Condition Safety
• Dirty exterior • Functional interior lights
• Dented/Scratched exterior
• Exterior graffiti
• Torn/Ripped/Cracked seats
• Odor in rail car
• Stains/Spills
• Excrement/Biohazard
• Interior graffiti/etchings
• Crowdedness
C d d
• Overall cleanliness
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RAIL ROUTE: REPORT CARD

Grade
Rail Operations 97%
Physical Condition 86%
Safety 100%
Rail Route Overall
O 94%

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RAIL MEZZANINE
QUARTER 2, FY '09 RESULTS
 RAIL MEZZANINE: MEASURES
Mezzanine
Operations
• System map displayed
• Functional digital sign
• Functional telephones
• Functional fare machines
• Functional SmarTrip vending
machines
Physical Condition Safety Customer Service
• Odor in elevator • Functional interior lights • System information present at
booth
• Overflowing trash cans • Functional exterior lights
• Station manager present
• Odor in mezzanine • Visible police officers
• Station manager in uniform
• Stains/Spills
g
• Station manager’s name badge
g
• Excrement/Biohazard
properly displayed
• Broken/Cracked windows
• Station manager provided
• Graffiti/Etchings correct answer
• Overall cleanliness • Station manager provided good
customer service
• Station manager able to
communicate in Spanish
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RAIL MEZZANINE: REPORT CARD

Grade
Mezzanine
M i Operations
O i 98%
Physical Condition 96%
Safety 73%
Customer Service 85%
%
Rail Mezzanine Overall 87%

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RAIL PLATFORM
QUARTER 2, FY '09 RESULTS
 RAIL PLATFORM: MEASURES
Platform Operations
• Functional exit fare machines
• System map displayed
• Functional digital sign
• Functional telephones
Physical Condition Safety
• Odor in elevator • Functional interior lights
• Overflowing trash cans • Functional exterior lights
• Odor on platform • Visible police officers
• Stains/Spills
• Excrement/Biohazard
• Graffiti/Etchings on shelter
• Overall cleanliness
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RAIL PLATFORM: REPORT CARD

Grade
Platform Operations 98%
Physical Condition 93%
Safety 71%
R il Platform
Rail Pl f Overall
O ll 87%

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BUS ROUTE
QUARTER 2, FY '09 RESULTS
 BUS ROUTE: MEASURES
Bus Operations
• Functional doors
• Functional/Accurate header sign
• Functional farebox
• Available bus schedule
• Functional requested stop
signal
• Functional wheelchair lift
• Audible PA system
• Stops announced
Physical Condition
• Dirty exterior
• Dented/Scratch exterior
• Exterior graffiti
• Open exterior panels
• Broken/Cracked windows
• Torn/Cracked seats
• Odor
• Stains/Spills
• Excrement/Biohazard
E t/Bi h d
• Interior graffiti/etchings
• Crowdedness
• Overall cleanliness
Safety Customer Service
• Driver talking with passengers • Driver customer service
while driving
• Driver in uniform
• Functional interior lights
• Visible driver name badge
• Functional windshield wipers
• Driver’s ability to communicate
q
• Frequency y driver ppulled vehicle p
in Spanish
out before passengers seated
• Wheelchair lift deployment
when requested
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BUS ROUTE: REPORT CARD

Grade
Bus O
B Operations
ti 85%
Physical Condition 94%
Safety 92%
Customer Service 85%
Bus Route Overall 89%

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BUS STOP
QUARTER 2, FY '09 RESULTS
 BUS STOP: MEASURES

Stop Operations Physical Condition Safety

• Route schedule displayed • Overflowing trash cans • Functional interior lights

• Visible bus stop signs • Shelter graffiti/etchings • Visible police officers
• Functional telephones • Broken/Cracked shelter walls
• Cracked/Splintered benches
• Shelter roof leaks/cracks/holes
• Odor in bus shelter
• Stains/Spills
• Excrement/Biohazard
• Overall
O ll cleanliness
l li

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BUS STOP: REPORT CARD

Grade
Stop Operations 87%
Physical Condition 91%
Safety 55%
B St
Bus Stop O
Overall
ll 77%

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SALES CLERK
QUARTER 2, FY '09 RESULTS
SALES CLERK: MEASURES

Customer Service

• Sales clerk provided correct

answer
• Sales clerk provided good
customer service
• Ability of sales clerk to
communicate in Spanish

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SALES CLERK: REPORT CARD

Grade
Customer Service 63%
Sales Clerk Overall 63%

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CALL STATIONS
QUARTER 2, FY '09 RESULTS
CALL STATIONS: MEASURES

Customer Service

• The representative provided

correct answer
• The representative provided
good customer service
• Ability of the representative to
communicate in Spanish

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CALL STATIONS: REPORT CARD

Grade
Customer Service 100%
Call Stations Overall 100%

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