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OCR for page 46
46 The calculation of the Passenger Satisfaction measure is to represents a more comprehensive level of reporting for this be accomplished using the numerical ratings of the survey ele- measure. The minimum data to be reported for this measure ments assigned by the passengers. The numerical rating value would be as found on Form B in Exhibit A. of survey element number one, for example, is summed across all surveys and then divided by the number of those surveys 5.3.8Airport APM Performance Measure #6: to obtain the mean passenger satisfaction for that survey ele- Missed Stations per 1,000 Station Stops ment. The same is done for all other survey elements. Then, the mean passenger satisfaction values for the survey elements are summed and divided by the number of survey elements to Missed Stations per 1,000 Station Stops is the rate at which obtain the representative value for the Passenger Satisfaction missed stations have occurred in the airport APM system. It measure. When any of the survey elements or mean passenger is defined as: satisfaction values are 0, they are not included in the number of (( ) ) surveys or survey elements in the divisor. This avoids an undue m penalty for a question left blank or a "do not know" response. d =1 MS 1, 000 Monthly MS1kss = d=1 SS m To track performance over time, it is recommended that Passenger Satisfaction be calculated for the month and year, with those measures reported monthly to two decimal places. Passenger Satisfaction for the month would reset at the con- Yearly MS1kss = (( y d =1 ) MS 1, 000 ) d=1 SS y clusion of each month, and Passenger Satisfaction for the year would be reported monthly as year-to-date and reset at the conclusion of the year. Care should be exercised in reporting Where: Passenger Satisfaction measures more frequently than monthly (i.e., month-to-date in conjunction with a daily report, for MS1kss = Missed Stations per 1,000 Station Stops. example) unless at least 10 surveys have been collected via MS = Number of missed stations. face-to-face contact. The goal is ultimately to provide reporting Missed station is when an in-service train either does not on the measure that reflects a significant enough survey sample stop at a station on the scheduled route or stops at a station size without overburdening the organization responsible for on the scheduled route in the following manner: collecting that data. The train overshoots the station, resulting in either no The data collected for the Passenger Satisfaction measure doors opening, some doors opening, or all doors opening could be further analyzed by calculating standard deviation or but misaligned by 6 in. or more. plotting histograms, which can identify problems not recog- The train stops short of the station, resulting in either nized through monthly reporting of a numerical value, such no doors opening, some doors opening, or all doors as the mean passenger satisfaction measure set forth herein. opening but misaligned by 6 in. or more. An example of how Passenger Satisfaction and mean pas- SS = Station stops. Station stops is defined as the total num- senger satisfaction for each survey element could be reported ber of station stops in-service trains are scheduled to make for the month of February 2010 is provided in Table 18, which for the specified operating mode. For example, if due to Table 18. Example reporting of Airport APM Performance Measure #5: Passenger Satisfaction. Passenger Satisfaction Month Year-To-Date February 2010 4.30 = High 4.00 = High Mean Passenger Satisfaction, by Survey Element February 2010 Month Year-To-Date System availability/wait time 4.00 3.25 Convenience/trip time 3.50 3.25 Comfort/ride quality/cleanliness 4.00 4.00 Ease of use/wayfinding 5.00 4.25 Informational announcements 5.00 4.25 Helpfulness of staff 0.00 5.00 Responsiveness to complaints 0.00 0.00 02.44 = Low passenger satisfaction 2.453.44 = Medium passenger satisfaction 3.455.00 = High passenger satisfaction

OCR for page 46
47 Table 19. Data requirements and sources, Airport APM Performance Measure #6: Missed Stations per 1,000 Station Stops. Data Requirement Source ATS, CCCS 1 Number of missed stations Control center logbooks Incident reports Work orders ATS, CCCS Station stops, determined from Control center logbooks (start/stop time of individual station arrival and 2 failure modes) departure times, by train number, Incident reports (start/stop time of failure for example modes) failure the system operation is changed from the nominal functionality of the CCCS and the specificity of the APM sys- pinched-loop mode to a failure mode, such as a runaround tem output data allow, it may be possible to collect data for the (single tracking around a failed area), then station stops Missed Stations per 1,000 Station Stops performance measure would be calculated based on the stops scheduled to be directly from the CCCS. After the one-time setup of the perfor- made on the pinched loop for the time operating in that mance measure in the CCCS, all that may be needed thereafter mode and based on the stops scheduled to be made on the are the incidental updates of classifying incidents as missed runaround for the time operating in that mode. stations, where appropriate. Control center personnel usually In-service train is a train located in the passenger-carrying perform these updates after each incident or before their shifts portion of the system that passengers are able to use for are complete. In many cases, this allows reports to be automati- transport. cally generated directly by the CCCS. It is recommended that d = Day of the month or year, as applicable. this process be instituted if the systems and data will support it. m = Days in the month. Other airport APM systems may have to rely on a process y = Days in the year. that is separate from the CCCS for this performance measure. For example, missed stations may have to be obtained from a logbook or station stops manually determined from the oper- Data Requirements and Sources ating schedule. If this is the case, then it is recommended that the data required for this performance measure be manually The data and sources required to calculate Missed Stations collected daily and entered in a file of a spreadsheet application per 1,000 Station Stops are provided in Table 19. containing the necessary formulas and placeholders to calculate the measure. Collection Techniques and Calculating To track performance over time, it is recommended that and Recording the Measure Missed Stations per 1,000 Station Stops be calculated for the month and year, with those measures reported monthly to It is recommended that the collection of data for the Missed the thousandths. The measure reported for the year is always Stations per 1,000 Station Stops performance measure be cumulative-to-date, and it resets upon the start of the new year. accomplished daily but be reported no more frequently than For example, if the monthly report is being issued for the month monthly since missed stations in airport APM systems are of February for a particular year, the reported monthly measure relatively rare. In addition, the numeric value of the measure, would be for the entire month of February, and the reported if reported daily, could be misinterpreted to be high because yearly measure would be the cumulative measure of Missed the underlying basis is only 1 day's worth of stations stops, Stations per 1,000 Station Stops from January 1st through as opposed to 30 days' worth of station stops in a monthly February 28th of that year. reported measure. An example of how the Missed Stations per 1,000 Station For this measure, most of the data will typically be collected Stops performance measure could be reported for the month from records and systems in the control center. Where the of February 2010 is provided in Table 20, and the Airport Table 20. Example reporting of Airport APM Performance Measure #6: Missed Stations per 1,000 Station Stops. February 2010 Month Year-to-Date Missed Stations per 1,000 0.003 0.002 Station Stops: