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					PRELIMINARY TRANSPORTATION SATISFACTION
         MEASURES AND RESULTS



     Preliminary Transportation Satisfaction
             Measures and Results



                  December 11, 2001


                 Administration on Aging
     Performance Outcomes Measures Project Meeting
                    Washington, DC
PRELIMINARY TRANSPORTATION SATISFACTION
         MEASURES AND RESULTS

         Status: Where Are We Now?

       Data collection
       Debriefing on methodology
       Data analysis
       Report on Findings
       Review methodologies / develop
        revised techniques
       Second year data collection
PRELIMINARY TRANSPORTATION SATISFACTION
         MEASURES AND RESULTS

                       Survey Status:

  Initial Year 2 Survey Partners
    - Arizona
    - California
    - Illinois
    - Iowa
    - Ohio
  1,796 Transportation Satisfaction phone and mail interviews
PRELIMINARY TRANSPORTATION SATISFACTION
         MEASURES AND RESULTS

     Fundamental Transportation Measures


        System characteristics
        Service assessments
        Service attributes
        Performance measures
PRELIMINARY TRANSPORTATION SATISFACTION
         MEASURES AND RESULTS

     Primary Service Assessment Measures


         Travel Alternatives
         Overall Assessment
         Achievements


         Recommendations
PRELIMINARY TRANSPORTATION SATISFACTION
         MEASURES AND RESULTS


   Service Assessment Components: Examples

  Alternatives:   I have other [no other] means of making this trip.
  Assessment: I would rate this service as [excellent, ……..]
               I would recommend this service to a friend.
  Achievement: This service has had a great impact on my life.


  Recommendations: Here’s what I would change about this
   service.
PRELIMINARY TRANSPORTATION SATISFACTION
         MEASURES AND RESULTS


      Primary Service Attribute Measures

               Acceptability
               Accessibility
               Adaptability
               Affordability
               Availability
PRELIMINARY TRANSPORTATION SATISFACTION
         MEASURES AND RESULTS


     Service Attribute Components: Examples

  Acceptability: reliability, connections, trust, comfort, respect
  Accessibility: can physically use, can get information to use,
   proximity
  Adaptability: flexibility, responds to specific requests, meets trip
   needs and special needs of clients
  Affordability: not excessive money, time, or effort
  Availability: frequency, hours/days available
PRELIMINARY TRANSPORTATION SATISFACTION
         MEASURES AND RESULTS

                      Travel Impacts:
  Average use: 4.5 trips per month on these services
  Major trip purposes:
     - Medical services
     - Shopping
     - Trips to senior centers
     - Other trips
  Nearly 60% definitely traveled more than before using this
   service
PRELIMINARY TRANSPORTATION SATISFACTION
         MEASURES AND RESULTS

                  Overall Assessments:

  50% “excellent;” 33% “very good”
  “Excellent” ranged from 29 to 68 percent
  85% would recommend these services to a friend
PRELIMINARY TRANSPORTATION SATISFACTION
         MEASURES AND RESULTS

                     Travel Alternatives:

  44% use these services for “just a few” of their monthly trips


  25% use these services for “nearly all of their trips”


  8% for ¼ of their trips
  11% for ½ of their trips
  10% for ¾ of their trips
PRELIMINARY TRANSPORTATION SATISFACTION
         MEASURES AND RESULTS

           Service Acceptability:

 87%     Drivers are always polite
 69%     Vehicles are comfortable


 35%     Service doesn’t always call if ride is cancelled
 30%     Not always picked up on time
 35%     Sometimes don’t get there on time
PRELIMINARY TRANSPORTATION SATISFACTION
         MEASURES AND RESULTS

           Service Accessibility:

 84%     Door-to-door or curb-to-curb service
 82%     Drivers always help in & out of vans if needed
 71%     Definitely have the information I need to travel
 70%     Vehicles always easy to get in and out of
 65%     Drivers always help in & out of homes if needed
PRELIMINARY TRANSPORTATION SATISFACTION
         MEASURES AND RESULTS

            Service Adaptability:


 31%     I can’t always get to the places I want or need
          to go


   2%    I can rarely or never get to the places were I
          want or need to go.
PRELIMINARY TRANSPORTATION SATISFACTION
         MEASURES AND RESULTS

            Service Affordability:


 46%     Trips sometimes take too long


   8%    Trips usually or always take too long
PRELIMINARY TRANSPORTATION SATISFACTION
         MEASURES AND RESULTS

             Service Availability:

 60%     Definitely get rides at the times and on the days
          I need them
 59%     I always get the number of rides I need from
          this service


 52%     I always get around more now than I did before
          I had this service
 12%     I sometimes get around more
 9%      I rarely or never get around as much as before
PRELIMINARY TRANSPORTATION SATISFACTION
         MEASURES AND RESULTS

                Impacts on Their Lives

   Provides access for those with no other means
   Reduces need to depend on [inconvenience] others
   Provides feelings of freedom and independence
   Provides much easier access to needed services
   Offers comfort in dependability: the knowledge that
    rides are there when needed
   Generates more social interaction; reduces isolation
    and loneliness
   Saves money
   Avoids unnecessary institutionalization
PRELIMINARY TRANSPORTATION SATISFACTION
         MEASURES AND RESULTS

            Impacts on Their Lives: Part 2

   “It helps me live again.” “I have more freedom.”
   “Just knowing that there is transportation relieves
    much anxiety.” “My nerves are more at ease -- I
    don’t have to worry.” “I don’t feel totally lost.”
   “Now I can get out of the house and meet new people.
    I feel this is a blessing.” “I can go places I couldn’t go
    before. I hope the service doesn’t stop -- we’ll be left
    at home all the time then.”
   “The bus service helps me. I have nobody. I’m 95
    and all alone.” “The only way out of my house.”
PRELIMINARY TRANSPORTATION SATISFACTION
         MEASURES AND RESULTS

     Recommendations from Older Riders

        Increase hours of service


        Reduce waiting time for a ride


        Connect to more destinations
PRELIMINARY TRANSPORTATION SATISFACTION
         MEASURES AND RESULTS

    Mobility Preferences of Older Persons
     [Transportation Research Board Focus Groups]

      Reliable
        On time!
        Can’t wait long outside
      Door-to-door service
      Flexible -- Can change destinations and times
      Comfortable vehicles and waiting areas
      Responsive -- Don’t have to wait 24 hours
      BASICALLY -- control, autonomy, choice
PRELIMINARY TRANSPORTATION SATISFACTION
         MEASURES AND RESULTS

         Challenges to Meeting Elders’
              Travel Preferences

      How to provide more timely service?

      How to provide trips to a greater range of
       destinations?

      How to serve spontaneous trips?
PRELIMINARY TRANSPORTATION SATISFACTION
         MEASURES AND RESULTS

     Next Steps

         Complete the analysis
         Prepare Second Year Report
         Assess methodology
         Convene workgroup for updates
         Third year survey
PRELIMINARY TRANSPORTATION SATISFACTION
         MEASURES AND RESULTS



  Contact Information


         burkhaj@westat.com
         301/294-2806

				
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