Metro News Release

For immediate release: July 24, 2003

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Survey says Metro customers satisfied with service

Metrorail and Metrobus customers are generally satisfied with the service they receive, according to a customer satisfaction survey released by Metro today. The Washington Metropolitan Area Transit Authority (Metro) released the results of its fiscal year 2002 (second, third, and fourth quarter) and fiscal year 2003 (first, second, and third quarter) Customer Satisfaction Measurement survey for the Metrorail and Metrobus system. The survey is designed to provide insight into measuring customer satisfaction with Metro’s services. The data will be used to monitor the areas of improvement, if needed. These surveys are conducted via a computer-assisted telephone system on a continuous basis. Approximately 2,400 interviews are conducted each year, which is the equivalent of 600 interviews each quarter, or 200 interviews each month. "The Metro Customer Satisfaction Measurement Survey is a continuous evaluation of Metro’s services over the course of a year covering both rail and bus operations," said Jim Gallagher, Metro’s Deputy General Manager of Operations. "The survey is an observational study of customer satisfaction measures, including but not limited to a customer’s riding experience, convenience, safety, reliability, customer service, access, and fares." Today’s results represent the last three quarters of fiscal year 2002, and since the second and third quarter were defined as an experimental phase, the fourth quarter represented the baseline measurement. Also included are the first three quarters of fiscal year 2003. All scores were determined on a 1 to 7 scale with 1 being the lowest and 7 being the highest. Through the third quarter of fiscal year 2003, the overall satisfaction score of Metrorail services was a 5.07. Overall satisfaction with Metrorail was increasing in each quarter of fiscal year 2002 and 2003, however, the February winter snow storm had a slight negative impact on the overall index for Metrorail, as the score declined from a 5.22 in the second quarter of FY 2003 to a 5.07 in the third quarter of fiscal year 2003. For Metrobus, through the third quarter of fiscal year 2003, the overall satisfaction score was 5.33. The overall satisfaction for the Metrobus system has remained steady throughout the survey period, averaging a 5.35. It appears the February winter snow storm had a slight negative impact, with a drop from a 5.43 to a 5.33. "Overall for Metrorail and Metrobus, the target scores were in the acceptable levels of a five range, on the scale of one to seven," said Mr. Gallagher. "We expect these surveys to assist us in areas where improvement is necessary, and more importantly, remind all of us that we have a responsibility each day by providing the best possible level of service to all of our patrons who ride Metrorail and Metrobus," concluded Mr. Gallagher. About the same time, Metro conducted the Customer Environment Survey which measured the physical environment of Metrobuses and Metrorail cars, the reliability of these services, and additional aspects of customer service.

News release issued on July 24, 2003.


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