Draft for Discussion & Policy Purposes Only

MBTA Customer Opinion PanelJuly 2015 Baseline Report

8/14/2015

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Overview on the web-based customer service survey

• We recently resumed the customer satisfaction panel survey, which was developed in partnership with M.I.T.

• The survey is web-based and part of a new approach to customer outreach which leverages a panel of 6000 participants

• Survey participants are balance by geography, mode used and basic demographics

• We plan to run the survey on a monthly basis going forward to compare performance against the benchmark

• “Net Positive %” is calculated by scoring every question on a 1-7 basis, removing the 4s, subtracting the “negatives” (1-3) from the “positives” (5-7) to get to “net positive”, which is divided by total responses

DRAFT

Draft for Discussion & Policy Purposes Only 3

Overall Customer Satisfaction March 2014 – July 2015

Source: MBTA Internal Data – July 2015 Survey – 647 customers began survey; 4000 total riders in the panel – Opinion Panel is a collaboration between the MBTA Office of Performance Management and Innovation and MIT

DRAFT

0

10

20

30

40%

Mar-14

35%

Mar-15

3%

Jul-15

39%

Overall Satisfaction Net Positive "Very Dissatisfied" to "Very Satified"

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Likelihood to Recommend to Friend March 2014 – July 2015

Source: MBTA Internal Data – July 2015 Survey – 647 customers began survey; 4000 total riders in the panel – Opinion Panel is a collaboration between the MBTA Office of Performance Management and Innovation and MIT

DRAFT

0

20

40

60

80%

Recommend to a Friend - "Extremely Unlikely" to "Extremely Likely"

Mar-14

66%

Mar-15

39%

Jul-15

54%

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Wait Times March 2014 – July 2015

Source: MBTA Internal Data – July 2015 Survey – 647 customers began survey; 4000 total riders in the panel – Opinion Panel is a collaboration between the MBTA Office of Performance Management and Innovation and MIT

DRAFT

0

20

40

60

80%

Wait Time - "Unacceptable" to "Excellent"

Mar-14

50%

Mar-15

39%

Jul-15

66%