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63 APPENDIX C Tabulations for Synthesis Survey Screener Section Type of organization Frequency Percent Public transit agency 24 68.6 Consultancy 4 11.4 University 2 5.7 Metropolitan planning organization 3 8.6 Other 2 5.7 Total 35 100 Other types of organizations Frequency Percent Federal government 1 50 Transportation department city government 1 50 Total 2 100 General Survey Inventory Section Frequency of conducting customer research studies More than 4 times per year 2 to 4 times per year Count % Count % Origindestination surveys 3 8.60 4 11.40 Customer satisfaction surveys 4 11.40 7 20.00 Mode choice surveys 2 5.70 3 8.60 Planning surveys 5 14.30 7 20.00 Other, please specify 5 31.30 2 12.50 Frequency of conducting customer research studies (continued) Less than once per year, Once per year but more than every 5 years Count % Count % Origindestination surveys 4 11.40 6 17.10 Customer satisfaction surveys 5 14.30 11 31.40 Mode choice surveys 3 8.60 9 25.70 Planning surveys 11 31.40 4 11.40 Other, please specify 1 6.30 1 6.30

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64 Frequency of conducting customer research studies (continued) Less than every 5 years Never Count % Count % Origindestination surveys 11 31.40 7 20.00 Customer satisfaction surveys 7 20.00 Mode choice surveys 5 14.30 12 34.30 Planning surveys 4 11.40 4 11.40 Other, please specify 1 6.30 3 18.80 Frequency of conducting customer research studies (continued) Don't know Total Count % Count % Origindestination surveys 35 100.00 Customer satisfaction surveys 1 2.90 35 100.00 Mode choice surveys 1 2.90 35 100.00 Planning surveys 35 100.00 Other, please specify 3 18.80 16 100.00 Other types of surveys Frequency Percent Employers, employees, product tests, marketing, etc. 1 10.0 Household travel surveys, transit on-board surveys 1 10.0 Interactive map studies 1 10.0 Marketing evaluation 1 10.0 New technology 1 10.0 Policy and issue analysis 1 10.0 Station evaluation, special issues, new offers/programs related to fares, metrocard, etc., panel survey, safety/security issues, communication materials copy testing, etc. 1 10.0 Tracking, market share 1 10.0 Various 1 10.0 Various transportation issues 1 10.0 Total 10 100 Organization conducts customer panel surveys repeatedly Frequency Percent Yes 8 22.9 No 27 77.1 Total 35 100 Organization conducts longitudinal panel surveys Frequency Percent Yes 4 50 No 4 50 Total 8 100

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65 Organization conducts cross-sectional surveys Frequency Percent Yes 22 62.9 No 13 37.1 Total 35 100 OriginDestination (OD) Surveys Recruited riders/users for OD survey Count Column (%) Bus 11 68.8 Subway/rapid rail 2 12.5 Commuter rail Recruited riders/users Light rail 1 6.3 for OD survey Auto 1 6.3 No mode issues in survey 1 6.3 Recruitment not based on mode 2 12.5 Other, please specify 2 12.5 Other modes recruited Frequency Percent Airline 1 50 All modes 1 50 Total 2 100 Questions in OD survey about modes Count Column (%) Bus 13 81.3 Subway/rapid rail 2 12.5 Commuter rail 2 12.5 Questions in OD survey Light rail 1 6.3 about modes Auto 4 25 No mode issues in survey 1 6.3 Recruitment not based on mode Other, please specify 1 6.3 Questions about other modes Frequency Percent All modes 1 100

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66 Recruited respondents for OD survey Count Column (%) In person, via intercept at stations/stops 5 31.3 In person, via intercept on board transit vehicles 10 62.5 Telephone recruit 4 25 Intercept at public locations other than transit- related Recruited respondents E-mail recruit with clickable link 1 6.3 for OD survey E-mail recruit with web address to paste Web link recruit from website Mail recruit 2 12.5 In person, via intercept at roadways/toll plazas 2 12.5 Other, please specify 1 6.3 Other recruit method Frequency Percent Variable message signs, press release, TMA newsletters 1 100 Sampling method Frequency Percent No sampling, total population surveyed 3 18.8 Random sampling 9 56.3 Systematic sampling (every nth) 2 12.5 Convenience sampling (anyone who would participate) 1 6.3 Other sampling method 1 6.3 Total 16 100 Other sampling method Frequency Percent No sampling 1 100 Type of incentives Frequency Percent No incentives 12 75 Incentive for each respondent 3 18.8 Other incentives 1 6.3 Total 16 100 Incentive for each respondent Frequency Percent $2 in advance letter and $5 per person with diary 1 33.3 Free ride 1 33.3 Promotional item 1 33.3 Total 3 100

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67 Other incentives Frequency Percent A pen 1 100 Effectiveness of incentives Frequency Percent Increased response rate 125% 2 50 Dont know 2 50 Total 4 100 Administered most recent OD survey Count Column (%) Telephone 3 23.1 Paper 9 69.2 Administered most Computer-based, but not on Internet recent OD survey Online web survey 1 7.7 Personal 3 23.1 Other, please specify Response rate percentage Frequency Percent Dont know/not applicable 9 56.3 17 1 6.3 20 1 6.3 30 1 6.3 40 1 6.3 41 1 6.3 60 1 6.3 75 1 6.3 Total 16 100 Reason for no response rate Frequency Percent % returned of a 100% sample 1 20.0 205,000 riders were offered surveys, 81,100 surveys were completed and returned. Refusals are included in base number. 1 20.0 It depends on how the survey is conducted. If it is on-board paper OD survey, the usual response rate is around 60%. If it is a personal/intercept interview the response rate is around 90%. 1 20.0 Multiply recruitment rate by final completion rate to get total response rate. See documentation at: http://nhts.ornl.gov/2001/usersguide/chapter_4.pdf 1 20.0 Nonresponders not counted 1 20.0 Total 5 100

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68 Survey data set was clean Frequency Percent Agree 7 43.8 Neutral 7 43.8 Disagree 2 12.5 Total 16 100 Respondents completed nearly every question of survey Frequency Percent Strongly agree 2 12.5 Agree 7 43.8 Neutral 6 37.5 Disagree 1 6.3 Total 16 100 Weighted data for most recent OD survey Count Column (%) Did not weight data 6 46.2 Weighted data for most Weighted based on ridership/traffic 6 46.2 recent OD survey Weighted based on demographics 1 7.7 Weighted based on other factors Other factors Frequency Percent Ridership, by route, direction, time of day, day of week 1 100 Total 1 100 Success of survey Frequency Percent Very successful 4 25 Successful 11 68.8 Neither successful nor unsuccessful 1 6.3 Total 16 100 Types of problems/issues Frequency Percent Technical problems: The text overlapped for some browsers 1 1 Total 1 100

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69 Reason for administering survey with more than one method Frequency Percent To encourage better interaction with customers 1 33.3 To improve our response rate and targets covered 1 33.3 We selected paper method in our last large OD study since it included 24 different bus routes and doing personal interviews required more labor and time. When we do OD surveys in 1 or 2 routes, we usually do personal interviews that require fewer persons. 1 33.3 Total 3 100 How research from OD survey was used Count Column (%) Update origindestination trip tables 5 31.3 Define traveler markets by geography 10 62.5 Determine trip purpose 9 56.3 Determine trip frequency 9 56.3 Determine distribution of station/stops used 4 25 How research from OD survey was used Determine distribution time-of-day facilities/system used 6 37.5 Generate demographic profile of travelers 3 18.8 Determine toll plazas/ramps used Determine proportion through vs. external to internal trips 1 6.3 Other, please specify 2 12.5 Other purposes Frequency Percent Fare analysis 1 50.0 Survey still being conducted. The results will be used to understand primarily bus transit riders' park and ride needs, other transit issues along the I-78 Corridor. 1 50.0 Total 2 100 Results of OD survey presented to Count Column (%) General public 5 31.3 Customers 1 6.3 Constituents 3 18.8 Results of OD survey Internal clients/management 14 87.5 presented to External clients 6 37.5 Faculty/staff/students 2 12.5 Other, please specify 1 6.3 Research results were not presented

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70 Customer Satisfaction (CD) Surveys Recruited riders/users for CS survey Count Column (%) Bus 9 64.3 Subway/rapid rail 1 7.1 Commuter rail 3 21.4 Recruited riders/users Light rail for CS survey Auto 1 7.1 No mode issues in survey Recruitment not based on mode 2 14.3 Other, please specify 1 7.1 Other modes recruited Frequency Percent Paratransit 1 100 Questions in CS survey about modes Count Column (%) Bus 15 75 Subway/rapid rail 3 15 Commuter rail 2 10 Questions in CS survey Light rail 2 10 about modes Auto 4 20 No mode issues in survey 1 5 Recruitment not based on mode Other, please specify 1 5 Questions about other modes Frequency Percent Paratransit vehicles 1 100 Sampling method Frequency Percent No sampling, total population surveyed 1 6.3 Random sampling 9 56.3 Convenience sampling (anyone who would participate) 4 25 Other sampling method 2 12.5 Total 16 100 Other sampling method Frequency Percent Every rider on a stratified sample of trips 1 50 Random sample of paratransit program enrollees, active in the 3 months prior to the survey 1 50 Total 2 100

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71 Type of incentives Frequency Percent No incentives 11 68.8 Lottery conducted with prizes 3 18.8 Incentive for each respondent 1 6.3 Other incentives 1 6.3 Total 16 100 Lottery prizes Frequency Percent Digital music player 1 33.3 Free 30-day pass 1 33.3 Monthly pass 1 33.3 Total 3 100 Incentive for each respondent Frequency Percent Promotional item 1 100 Other incentives Frequency Percent A pen 1 100 Effectiveness of incentives Frequency Percent Do not know 5 100 Administered most recent CS survey Count Column (%) Telephone 8 50 Paper 9 56.3 Administered most Computer-based, but not on Internet recent CS survey Online web survey Personal 2 12.5 Other, please specify Response rate percentage Frequency Percent Don't know/not applicable 9 56.3 14 1 6.3 30 1 6.3 40 1 6.3 50 1 6.3 55 1 6.3 75 1 6.3 90 1 6.3 Total 16 100

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72 Reason for no response rate Frequency Percent % returned of a 100% sample 1 25.0 All surveys have a unique sequential ID number. We know how many we hand out and we know how many we got back. 1 25.0 Estimate based on observation. We ask riders to only complete one survey during survey period, which makes this estimate more difficult. This estimate may be high, but the response rate is very high; most riders are eager to complete a survey. 1 25.0 We required a minimum sample size from the consultant. 1 25.0 Total 4 100 Survey data set was clean Frequency Percent Strongly agree 3 18.8 Agree 9 56.3 Neutral 3 18.8 Disagree 1 6.3 Total 16 100 Respondents completed nearly every question of survey Frequency Percent Strongly agree 6 37.5 Agree 9 56.3 Neutral 1 6.3 Total 16 100 Weighted data for most recent CS survey Count Column (%) Did not weight data 10 62.5 Weighted data for most Weighted based on ridership/traffic 6 37.5 recent CS survey Weighted based on demographics Weighted based on other factors Success of survey Frequency Percent Very successful 8 50 Successful 6 37.5 Somewhat unsuccessful 2 12.5 Total 16 100

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73 Types of problems/issues Frequency Percent I do not respect the methodology used and I think that the analysis is mediocre at best. The supplier is paid by our service provider. 1 50.0 We did not state, one per person 1 50.0 Total 2 100 Reason for administering survey with more than one method Frequency Percent Annually a paper self-administered survey is conducted which is more detailed. Later in the year a telephone survey is done with a smaller sample and fewer questions. 1 33.3 Intercepts via paper; actual survey via telephone because of length 1 33.3 To cover all target audiences 1 33.3 Total 3 100 How research from CS survey was used Count Column (%) Update origindestination trip tables 14 87.5 Define traveler markets by geography 2 12.5 Determine trip purpose 11 68.8 Determine trip frequency 9 56.3 Determine distribution of station/stops used 5 31.3 How research from CS survey was used Determine distribution time-of-day facilities/system used 12 75 Generate demographic profile of travelers 10 62.5 Determine toll plazas/ramps used 5 31.3 Determine proportion through vs. external to internal trips Results of CS survey presented to Count Column (%) General public 8 50 Customers 4 25 Constituents 3 18.8 Results of CS survey Internal clients/management 15 93.8 presented to External clients 2 12.5 Faculty/staff/students 2 12.5 Other, please specify Research results were not presented

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94 Primary advice offered to transit organizations considering web-based surveys Frequency Percent Always give them an out if it does not apply 1 9.1 Be aware of the survey population vis--vis your target population. 1 9.1 Combine it with other data collection techniques that are a good fit with the audience. 1 9.1 Consider the target market segment and assess Internet availability among these people. 1 9.1 Do not consider web-based surveys as a cost- saving strategy to substitute existing random sampling surveys. Use it better to complement your existing research tools. 1 9.1 Excellent way to go 1 9.1 However long you think it will take to implement the survey, double it! 1 9.1 It is good for many purposes, but not all. 1 9.1 Make certain to incorporate with other methods, complementary methods to get greater response. 1 9.1 None 1 9.1 None to offer 1 9.1 Total 11 100 Other advice offered to transit organizations considering web-based surveys Frequency Percent Check out the latest web survey services. They are becoming less expensive and more user friendly-- especially if you are doing the survey yourself. 1 16.6 Know the population you are surveying and be extra alert if respondents differ from what you know to be true for your population. 1 16.6 Make sure the data format is what you are looking for. Many packages are very hard to use with software such as SPSS for additional analysis. 1 16.6 Need supplementary surveys, on board, etc., to establish web responder share of population. 1 16.6 Provide incentives for participants 1 16.6 Web-based surveys will not reach less literate people, or people without computers. If that is your primary ridership, then web-based surveys may not capture the attitudes or behavior of these customers. Also, be creative with outreach. For example, we sent postcards to the libraries in our region, asking them to post the card in their Internet access area. We have also used variable message signs with the simple website address to capture motorists. 1 16.6 Total 6 100

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95 Primary objective of web survey Frequency Percent Collect data from those who would not respond in other ways 1 9.1 Determine attitude toward proposed new service 1 9.1 Evaluate features of a cross-agency regional fare card 1 9.1 Learn about attitudes; test a model 1 9.1 Not sure 1 9.1 Obtain comments in the customers' own words. Conduct low-cost, automated program evaluation. 1 9.1 Solicit customer feedback on their experiences with the interactive map. Determine if there are any fatal design flaws that need immediate attention. 1 9.1 To gain a greater understanding of what it takes to get people to ride the express buses from Pennsylvania and western New Jersey to Newark and NYC 1 9.1 To gather a large sample 1 9.1 To give options; for example, if someone was not on bus when survey was administered, they can still contribute. 1 9.1 To provide an easy tool for the end user and our staff to gather data on work trips for employees at large employers in the county. 1 9.1 Total 11 100 Other objective of web survey Frequency Percent Stated preference sensitivity factors 1 50.0 Test messaging 1 50.0 Total 2 100 How web survey was designed Frequency Percent Designed in-house using web page layout software 2 18.2 Designed with an online survey development tool 3 27.3 Contracted out to a consulting or web development firm 6 54.5 Total 11 100 How and where web survey was hosted Frequency Percent Hosted on your own organization's computers 3 27.3 Hosted by a consulting or web development firm 5 45.5 Hosted by a survey provider 3 27.3 Total 11 100

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96 Technologies used to create/conduct web questionnaire Count Column (%) ASP 1 9.1 ASP.net PHP Perl MS SQL MySQL Technologies used to Oracle create/conduct web questionnaire MS Access Java 1 9.1 JSP ColdFusion Third-party website 1 9.1 Other, please specify 1 9.1 Do not know 9 81.8 Other means used to create survey Frequency Percent SurveyTracker software 1 100 How survey questionnaire differs from other web versions Very similar Similar Count Percent Count Percent Question ordering 6 54.50 2 18.20 Question wording 7 63.60 1 9.10 Page format 3 27.30 3 27.30 Use of skip patterns 5 45.50 2 18.20 Other comparison of web questionnaire to other versions 1 25.00 How survey questionnaire differs from other web versions (continued) Neither similar nor different Different Count Percent Count Percent Question ordering 3 27.30 Question wording 3 27.30 Page format 3 27.30 2 18.20 Use of skip patterns 3 27.30 1 9.10 Other comparison of web questionnaire to other versions 2 50.00 How survey questionnaire differs from other web versions (continued) Very different Total Count Percent Count Percent Question ordering 11 100.00 Question wording 11 100.00 Page format 11 100.00 Use of skip patterns 11 100.00 Other comparison of web questionnaire to other versions 1 25.00 4 100.00

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97 Other comparison of web questionnaire to other versions Frequency Percent Internal error checking 1 25.0 Not applicable; the survey was only web-based 1 25.0 There were no other questionnaires 1 25.0 Void 1 25.0 Total 4 100 Days in field Frequency Percent Do not know 3 27.3 7 1 9.1 21 1 9.1 30 1 9.1 35 1 9.1 45 1 9.1 60 1 9.1 90 2 18.2 Total 11 100 Number of recruits Frequency Percent Do not know 9 81.8 1,000 1 9.1 No sample 1 9.1 Total 11 100 Number of completes Frequency Percent Don't know 3 27.3 20 1 9.1 210 1 9.1 250 1 9.1 501 1 9.1 1,000 1 9.1 2,809 1 9.1 4,000 1 9.1 10,460 1 9.1 Total 11 100 Number of incompletes Frequency Percent Do not know 8 72.7 0 2 18.2 5 1 9.1 Total 11 100

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98 Web-based percentage of completes Frequency Percent Don't know 2 18.2 5 1 9.1 10 1 9.1 80 1 9.1 90 1 9.1 100 5 45.5 Total 11 100 Support provided to web respondents Count Column (%) Toll-free telephone number 2 20 E-mail support 3 30 Link with FAQs Links with context-specific help on web page 1 10 Other, please specify None of above 5 50 Survey design plan followed to conduct research Frequency Percent In-house expertise 5 45.5 Survey design software instructions 1 9.1 Other, please specify 1 9.1 Did not follow a survey design plan 1 9.1 Do not know 3 27.3 Total 11 100 Other survey design plan Frequency Percent E-mails sent by individual agencies to their own lists of customers 1 100 Collect geographical information in web survey Frequency Percent Yes, data coded by latitude and longitude 7 63.6 Yes, data coded by zip code 4 36.4 Total 11 100 Have used online geocoding in any web surveys conducted Frequency Percent No 11 100

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99 Ways to ensure e-mail invitations not considered spam Count Column (%) Third party or hosted e-mail solution E-mail sender reputation monitor 1 9.1 Sender policy framework (SPF) or sender Ways to ensure e-mail authentication invitations not considered Tools to identify common phrases used in spam 1 9.1 spam Other, please specify 3 27.3 Don't know 3 27.3 Nothing 3 27.3 Other methods used to ensure e-mail not considered spam Frequency Percent Did not solicit via e-mail, and if I checked this off earlier, I was wrong. 1 33.3 Did not use e-mail invitations 1 33.3 Use e-mail from transit agencies to existing customers 1 33.3 Total 3 100 Reminded respondents to take survey Frequency Percent Yes 4 36.4 No 7 63.6 Total 11 100 Number of times reminded respondents Frequency Percent 1 2 50 2 1 25 3 1 25 Total 4 100 Types of reminders used for web survey Column Count (%) E-mail 3 75 Types of reminders used Telephone 1 25 for web survey Mailed pieces 1 25 Other, please specify Increased response rate after first reminder Frequency Percent No 4 100 Increased response rate after second reminder Frequency Percent No 2 100 Total 2 100

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100 Increased response rate after third reminder Frequency Percent No 1 100 Total 1 100 Total cost of web survey (dollars) Frequency Percent Do not know 9 81.8 100 1 9.1 3,000 1 9.1 Total 11 100 In-house costs for web survey (dollars) Frequency Percent Do not know 10 90.9 0 1 9.1 Total 11 100 Third-party costs for web survey (dollars) Frequency Percent Do not know 7 63.6 0 1 9.1 100 1 9.1 500 1 9.1 3,000 1 9.1 Total 11 100 Types of costs associated with web survey Column Count (%) Hosting costs 8 72.7 Types of costs associated Recruitment costs 4 36.4 with web survey Incentive costs 3 27.3 Other, please specify 3 27.3 Other costs associated with web survey Frequency Percent Programming 1 33.3 Staff costs 1 33.3 Survey was part of overall study 1 33.3 Total 3 100

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101 Most important Best Practice for conducting web-based research Frequency Percent Careful selection of representative sample for population/market being surveyed 1 9.1 Clearly identify sender and purpose of the e-mail invitations 1 9.1 Develop a willing database of respondents with interest in transit 1 9.1 Do not use e-mail or the web to recruit 1 9.1 Keep it simple; if it is too long and too detailed, you'll lose your respondents. 1 9.1 Make sure sources are reliable, reputable 1 9.1 Make survey consistent with other methods 1 9.1 None 1 9.1 Sample size large enough to support inferences 1 9.1 Thorough testing of the survey tool 1 9.1 Understanding and accounting for all of the sampling biases 1 9.1 Total 11 100 Second most important Best Practice for conducting web-based research Frequency Percent Budget enough time and resources. It will take more than you initially think. 1 9.1 Clear, concise wording of questions 1 9.1 Ease of use (intuitive tool) 1 9.1 Easily accessible on website 1 9.1 Ensuring that the respondent can go "back" without erasing data 1 9.1 Get a contact in case all the information is not there. 1 9.1 Make sure that respondents can leave the survey and rejoin later at the point they left off. 1 9.1 None 1 9.1 Provide an incentive 1 9.1 Provide feedback options to respondents 1 9.1 Yes 1 9.1 Total 11 100

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Third most important Best Practice for conducting web-based research Frequency Percent Allowing a respondent to save a long survey and return to it later, or print it out to be filled out ahead of time 1 9.1 Approach it with creativity and a sense of humor 1 9.1 Convenient access for target audience 1 9.1 Do not force responses 1 9.1 Do not know 1 9.1 Don't spend 90% gathering 1 9.1 Logical progression of screens/questions 1 9.1 Make sure survey is not too long or repetitive as this will reduce data quality. 1 9.1 None 1 9.1 Remind people 1 9.1 Yes 1 9.1 Total 11 100 Information about current web-based research Frequency Percent It was not a panel survey so much as it was a longitudinal telephone survey 1 33.3 The Metrolink rider panel is in existence since 2001. We are periodically replenishing the sample with new riders (< one year tenure) to maintain proportional representation and to be able to survey new-rider sub-populations. There are different ways to calculate attrition rates (i.e., non- respondents or non-opts). The most recent panel update had the following results: Final count of panel members who did not respond--of the 3,520 members with e-mail addresses as of 11/02/05, 1,458 responded, 386 e-mails were undeliverable, and 1,676 did not respond. 1 33.3 We didn't do a panel study, and if I indicated this earlier, I was wrong. 1 33.3 Total 3 100 Percent of customers with Internet access at home and work Frequency Percent 60 2 5.7 75 2 5.7 85 1 2.9 90 1 2.9 Total 6 17.1 Not reported 29 82.9 Total 35 100 Percent of customers with Internet access only at home Frequency Percent 40 1 2.9 50 1 2.9 90 1 2.9 Total 3 8.6 Not reported 32 91.4 Total 35 100

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103 Percent of customers with Internet access only at work Frequency Percent 20 1 2.9 30 1 2.9 63 1 2.9 75 1 2.9 Total 4 11.4 Not reported 31 88.6 Total 35 100 Do not know percentages of Internet access Frequency Percent Selected 26 74.3 Not reported 9 25.7 Total 35 100 Other ways organization uses web Column Count (%) Intranet 29 82.9 Website 33 94.3 Other ways organization Trip planner 17 48.6 uses web E-commerce 11 31.4 Internal research 10 28.6 Other, please specify 2 5.7 Other ways organization uses the web Frequency Percent Real-time vehicle arrivals at the stop level 1 50 Varies 1 50 Total 2 100 Rating organization on research and presentation of research Very good Good Count Percent Count Percent Rate organization: Promotes web-based customer research 1 2.90 12 34.30 Rate organization: Promotes web/Internet initiatives (other than web-based customer research) 11 31.40 13 37.10 Rate organization: Promotes customer research 9 26.50 16 47.10 Rate organization: Promotes communication of research results to customers 5 14.30 8 22.90

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104 Rating organization on research and presentation of research (continued) Neutral Poor Count Percent Count Percent Rate organization: Promotes web-based customer research 13 37.10 6 17.10 Rate organization: Promotes web/Internet initiatives (other than web-based customer research) 7 20.00 3 8.60 Rate organization: Promotes customer research 5 14.70 3 8.80 Rate organization: Promotes communication of research results to customers 14 40.00 5 14.30 Rate organization: Promotes web-based customer research 3 8.60 35 100.00 Rate organization: Promotes web/Internet initiatives (other than web-based customer research) 1 2.90 35 100.00 Rate organization: Promotes customer research 1 2.90 34 100.00 Rate organization: Promotes communication of research results to customers 3 8.60 35 100.00 Involved with web-based surveys that affected transit research Frequency Percent Yes 10 28.6 No 25 71.4 Total 35 100 Description of research Frequency Percent No answer 8 80 Research to determine community attitudes about a local referendum 1 10 Research using web-based survey combining geographic information systems (GIS) for household travel/activity survey. Small Business Innovation Research (SBIR) project/U.S.DOT. 1 10 Total 10 100