LIRR Customer Satisfaction

2011 MTACUSTOMERSATISFACTION RESEARCHRESULTSFOR LongIslandRailRoad
OVERALLCONTEXT
2011surveysprovidethefirstyeartoyear comparisonsagainstbaselinesestablishedin2010 usingtheunifiedratingscaleforallagencies
VeryDissatisfied 1 2 3 Dissatisfied 4 5 6 Satisfied 7 8 VerySatisfied 9 10
The2011surveyswereconductedafterayearthat included:
Afareincrease,servicecuts,andtwoseveresnowstormsthat disruptedservicethroughouttheregion Greaterefforttocommunicateimprovementstocustomers
2
LONGISLANDRAILROAD SURVEYRESULTS
10/24/2011
LIRRCONTEXT
Overallcustomersatisfactiondecreasedin2011,reflectingexternalevents, includingaseriesofweatherrelatedevents(winterstorm,blizzard,and tornado)causingservicedisruptionsandequipmentshortages. LIRRserviceimpactedby:
Amtrakrushhourrepairs; MothersDayderailment(whichoccurreddirectlypriortoconductingthesurvey)
Ratingsofontimeperformance,highlycorrelatedwithcustomer satisfaction,decreasedin2011 Manyrailroadratingsunrelatedtoserviceissuesheldsteady Performanceoffrontlineemployeescontinuedtoberatedwellby customers
10/24/2011
OVERALLCUSTOMERSATISFACTION
OverallService TrainServiceOverall HomeBoardingStation
89%
24%
89% 78%
26% 17%
79%
20%
90%
32%
86%
28%
65%
60%
63%
60%
58%
58%
2010
2011
2010 Satisfied
2011 VerySatisfied
2010
2011
CustomersatisfactionwithLIRRservicedecreasedfrom89%in2010to78%in 2011(11points)mainlyasaresultofservicedisruptionscausedbyweather, Amtraksrushhourrepairsandderailment.

Verysatisfied +satisfiedpercentagesmaynot equalTotalSatisfiedpercentageduetorounding. Highlightednumbersindicatestatisticalincrease(green)orstatisticaldecrease(red)comparedtoprioryear.
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OVERALLCUSTOMERSATISFACTION
Peak Reverse Peak Weekday OffPeak Weekend OffPeak
84%
14%
93% 72%
9% 26%
88%
18%
91%
28%
83%
18%
93% 81%
32% 26%
70%
64%
67%
70%
63%
65%
61%
55%
2010
2011
2010
2011 Satisfied
2010 VerySatisfied
2011
2010
2011
Customersatisfactiondecreasedstatisticallyinalldaypartsincludingpeak andoffpeak,weekdayandweekend.
10/24/2011
EMPLOYEES
OverallCourtesyand Responsiveness Train Conductors Ticket Sellers
91%
37%
90%
33%
93%
42%
92%
39%
90%
38%
87%
35%
53%
57%
52%
53%
52%
53%
2010
2011
2010 Satisfied
2011 VerySatisfied
2010
2011
Customersatisfactionwithemployeeperformancecontinuedathighlevelsin 2011. Satisfactionwithticketsellersdecreasedstatisticallyin2011,butcontinuedto beratedveryhigh.

10/24/2011
TRAINSERVICE
OnTime Performance Overall Schedule OfTrains Availabilityof Seats Valueforthe MoneyUsingthe Railroad
86%
30%
79%
24%
81%
24%
75%
19%
80%
27%
76%
25%
67%
19%
56%
14%
56%
55%
57%
57%
54%
52%
49%
42%
2010
2010 Satisfied VerySatisfied
ValuefortheMoneyusingtheRailroadreceivedthelargestdeclineinyeartoyear scorecomparisons(11points)basedonallquestionssurveyed.
8
10/24/2011
ONBOARDCONDITIONS
Train Interior Cleanliness Cleanliness of Restrooms Physical Conditionof Restrooms Train Interior Maintenance
83%
23%
79%
20%
89% 64%
14% 13%
85%
26%
57%
69%
16%
62%
12%
29%
60%
59%
50%
45%
53%
49%
59%
59%
2010
2011
2010
2011 Satisfied
2010 VerySatisfied
2011
2010
2011
Onboardcleanlinessratingsdecreasedstatisticallyin2011,particularlyfor restrooms(7points).
10/24/2011 Verysatisfied +satisfiedpercentagesmaynot equalTotalSatisfiedpercentageduetorounding. Highlightednumbersindicatestatisticalincrease(green)orstatisticaldecrease(red)comparedtoprioryear.
CUSTOMER INFORMATION&COMMUNICATIONS
OverallInformation & Communications Normal Service (new) Unplanned Service Disruptions(new) Planned Service Changes(new)
85%
21%
79%
18%
84%
20%
79% 66%
15% 19%
64%
61%
64% 51%
59%
2010
2011 Satisfied
2011 VerySatisfied
2011
2011
Customersatisfactionwithoverallinformationandcommunicationsdecreased statisticallyin2011(6points).
10
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APPENDIX
Methodology Questionnaire Full set of service attribute ratings
10/24/2011
METHODOLOGY
TheLIRRsurveyusedanonboarddistributionmethodologyamongasampleoftrains Atotalof7,636surveyswerecompletedandtabulated,asfollows:
Total Completedsurveys Surveydates Trainssampled 7,636 May2122; June622 70 AMPeak 4,448 June622 40 OffPeak 2,695 May2122; June16 22 ReversePeak 453 June13,15,21 8
Thesampleselectionallowedformaximizedrepresentationofbrancheswhilekeepingdata collectionascostefficientaspossible.Intervalsamplingwasusedtodeterminewhichtrains andcarstosample.Intervalsamplinggiveseachtrainandcarachanceofbeingselectedfor surveydistribution,butweightseachtrainbasedonridership.Thesurveywasconductedby AbtSRBI(oneoftheMTAsretainedfullservicemarketresearchfirms).AbtSRBIandLIRR researchstaffsupervisedthesurveydistributionbyLloydStaffing(anLIRRsubcontractor). Surveydatawerefirstweightedtobranchsizewithineachindividualtimeperiod.AfterStage 1weightswereapplied,datawereweightedtotimeperiod.Weightingsurveydatahelps ensurerepresentativenessofresults.Themarginoferroris<1%atthe95%levelof statisticalconfidenceforatotalsatisfactionratingof78%.Ata50%totalsatisfactionlevel,the marginoferroris2%.
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QUESTIONNAIRE
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SERVICEATTRIBUTERATINGS
Attributes OverallLIRRScore LIRRHomeBoardingStationOverall Electronic/LEDSignswithTrainSchedules StationSignage MaintenanceofStation PersonalSecurity AudioAnnouncementsUnderNormalConditions CleanlinessInsidetheStationBuilding(excl.Restrooms) CleanlinessofPlatformsandOutdoorShelters CleanlinessoftheTrackAreaAroundtheStation SoundQualityofAudioAnnouncements SecurityofYourCarwhileParkedatStation AudioAnnouncementsDuringServiceDisruptions PhysicalConditionofRestroom CleanlinessofRestroom AvailabilityofParkingonWeekdays 2011 78% 86% 89% 87% 81% 82% 84% 80% 81% 79% 79% 77% 69% 64% 61% 60% 2010 89% 90% 91% 90% 85% 85% 85% 84% 82% 82% 81% 77% 74% 70% 68% 62% 11 4 2 3 4 3 1 4 1 3 2 0 5 6 7 2
10/24/2011
Highlightednumbersindicatestatisticalincrease(green)orstatisticaldecrease(red)comparedtoprioryear.
(continued)
Attributes LIRRTrainServiceOverall SafetyfromTrainAccidents PersonalSecurityontheTrain TheTemperatureontheTrain TrainInteriorMaintenance ConditionofSeats AudioAnnouncementsunderNormalConditions OnTimePerformance CleanlinessofTrainInterior(exc.restroom) SoundQualityofAudioAnnouncements AvailabilityofSeats AudioAnnouncementsduringServiceDisruptions PhysicalConditionofRestroom CleanlinessofRestroom ValueFortheMoneyUsingtheRailRoad 2011 79% 93% 88% 88% 85% 83% 82% 79% 79% 78% 76% 70% 62% 57% 56% 2010 89% 93% 90% 89% 89% 88% 85% 86% 83% 81% 80% 75% 69% 64% 67% 10 0 2 1 4 5 3 7 4 3 4 5 7 7 11
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(continued)
Attributes OverallCommunicationToYou OverallCommunicationsDuringNormalServiceConditions OverallCommunicationsDuringUnplannedServiceDisruptions OverallCommunicationsDuringPlannedServiceConditions AtYourDestinationStation OnBoardYourTrains(DuringNormalServiceConditions) AtYourBoardingStation(DuringNormalServiceConditions) AtOurWebsite(WWW.MTA.INFO)(DuringNormalServiceConditions) WithTravelCenterRepresentatives(DuringNormalServiceConditions) WiththeAutomatedPhoneSystem(DuringNormalServiceConditions) WithTravelCenterRepresentatives(DuringUnplannedServiceDisruptions) ThroughEMailAlerts(DuringUnplannedServiceDisruptions) AtOurWebsite(WWW.MTA.INFO)(DuringUnplannedServiceDisruptions) WiththeAutomatedPhoneSystem(DuringUnplannedServiceDisruptions) AtYourDestination(DuringUnplannedServiceDisruptions) OnBoardYourTrains(DuringUnplannedServiceDisruptions) AtYourBoardingStation(DuringUnplannedServiceDisruptions) 2011 79% 84% 66% 79% 87% 86% 85% 85% 84% 81% 74% 73% 72% 71% 69% 67% 65% 2010 85% 6 N/A N/A N/A N/A N/A N/A 90% 3 89% 3 89% 4 89% 88% 83% 82% 81% 79% 79% 77% 73% 74% 4 4 2 8 8 7 8 8 6 9
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(continued)
Attributes OverallCourtesyandResponsivenessofEmployees Conductors TicketSellers OverallScheduleofTrains WeekdayAM/PMScheduleTo/FromYourStation WeekendScheduleTo/FromYourStation WeekdayOffPeakScheduleTo/FromYourStation LIRRDestinationStationOverall Electronic/LEDSignswithTrainSchedules SignsProvidingDirectionstoandfromLIRRtrains PersonalSecurity SignsforConnectingBuses/Subways AudioAnnouncementsunderNormalConditions PresenceofMTAPolice SoundQualityofAudioAnnouncements CleanlinessofDestinationStation/WaitingRoom AudioAnnouncementsDuringServiceDisruptions PhysicalConditionofRestroom CleanlinessofRestroom 2011 90% 92% 87% 75% 79% 71% 70% 84% 87% 87% 82% 83% 82% 83% 80% 75% 72% 68% 64% 2010 91% 93% 90% 81% 82% 78% 77% 88% 90% 88% 85% 85% 84% 81% 82% 78% 78% 74% 71% 1 1 3 6 3 7 7 4 3 1 3 2 2 +2 2 3 6 6 7
10/24/2011
OVERALLLIRRSCOREBYBRANCH
Branch Hempstead PortJefferson(Diesel) Montauk FarRockaway OysterBay Ronkonkoma(Electric) Huntington PortWashington Babylon WestHempstead LongBeach 2011 Overall 85% 85% 81% 80% 80% 79% 79% 78% 77% 67% 59% 2010 Overall 92% 85% 90% 90% 83% 86% 88% 89% 87% 89% 89% 7 0 9 10 3 7 9 11 10 22 30
10/24/2011

LIRR Customer Satisfaction

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2011 MTACUSTOMERSATISFACTION RESEARCHRESULTSFOR LongIslandRailRoad

Ratingsofontimeperformance,highlycorrelatedwithcustomer satisfaction,decreasedin2011 Manyrailroadratingsunrelatedtoserviceissuesheldsteady Performanceoffrontlineemployeescontinuedtoberatedwellby customers

CustomersatisfactionwithLIRRservicedecreasedfrom89%in2010to78%in 2011(11points)mainlyasaresultofservicedisruptionscausedbyweather, Amtraksrushhourrepairsandderailment.

Customersatisfactionwithemployeeperformancecontinuedathighlevelsin 2011. Satisfactionwithticketsellersdecreasedstatisticallyin2011,butcontinuedto beratedveryhigh.

2010 Satisfied VerySatisfied

Verysatisfied +satisfiedpercentagesmaynot equalTotalSatisfiedpercentageduetorounding. Highlightednumbersindicatestatisticalincrease(green)orstatisticaldecrease(red)comparedtoprioryear.

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