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Chief Communications Officer Report

14. Chief Communications Officer Report. EMAC Thursday, September 21, 2006. Leading indicators. Ridership is up 9% over last year Fare revenue is up 5.7% over last year Discretionary ridership is at 34% Metro service is better (83%) Metro image is improving (86%)

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Chief Communications Officer Report

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  1. 14 Chief Communications Officer Report EMAC Thursday, September 21, 2006

  2. Leading indicators • Ridership is up 9% over last year • Fare revenue is up 5.7% over last year • Discretionary ridership is at 34% • Metro service is better (83%) • Metro image is improving (86%) • Complaints are down 16% • Customer satisfaction levels at 85%

  3. High marks from customers • They’re satisfied (85%) • Metro service is better (83%) • Day Pass is convenient (88%) • Metro image is improving (86%) • Operators are courteous (80%) • Discretionary ridership up (34%)

  4. Infrequent timed transfers drop ratings • Timed Transfer: waiting 15 minutes or more • Customer satisfaction (90% to 72%) • Metro service is better (87% to 66%) • Safe while waiting (89% to 71%) • On-time performance (81% to 57%) • Service is convenient (93% to 78%) • Metro image is improving (90% to 71%) • Discretionary ridership (38% to 24%)

  5. Metro vanpool program advancing • Developed program model • Determined NTD requirements • Developing program identity • RFP in November/December • Program to start in January • Goal of 600 vans in first year

  6. Ridership efforts • 110 Freeway Service ridership increasing • Gold Line direct mailing nets record month • New Resident Program nets 7% return • I-Pass Program enrolls four schools • Employer Programs growing • Destination marketing launched • Lines identified for route promotions • 12-minute map created

  7. “12-minute Map”

  8. Revenue programs moving forward • Moving forward with rail car advertising • plan to test train wraps • Testing station advertising at six locations • Testing vending at six stations • Tunnel advertising co-op proposed • Parking stripes touch and go • Not pursuing paid cross-promotions • Other efforts moving slowly • Working with labor

  9. Revenue projections

  10. Employee suggestion program • Researched past programs • Formed committee • Outlined program • Identified responsible departments • Developed implementation plan • December implementation

  11. Sign improvement program • BOS grant funded • 50% increase in customer information displays • Moving toward standards • Program lacks resources

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