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RFD- 3401 Business Items   Item #:   4. a.    
Committee of the Whole Meeting Agenda
Meeting Date: 09/17/2018  
Title:    2018 Transit Survey Results - Levasseur
Presenter: Bill Sabey
Department: Planning & Infrastructure  
Strategic Vision Element: Where People Choose to Live - A dynamic city with an exceptional quality of life Related Goal: Citizens consistently express high levels of satisfaction with municipal services.

Request for Decision Summary
Reporting on the 2018 Transit Survey results. The survey is indicating a high level of satisfaction with transit service. This is also reflected in the strong growth of transit ridership over the past two years with 18% growth from 2017 to 2018. There are still areas for improvement, largely around hours and days of services, as well as local service.
Proposed Motion
That the 2018 Transit Survey report be received as information.
The City of Spruce Grove has been conducting annual transit surveys since 2014. The 2018 on-board survey was conducted on all transit routes during the morning commute on March 20, 2018. In total 269 passengers completed the survey out of 320 commuters taking the morning buses, representing an 84% response rate. In addition to the on-board survey, an on-line survey was conducted to solicit additional information from both transit riders and non-transit riders from the region. The on-line survey was open from May 9 to May 23, 2018, and was completed by 273 people.

The on-board survey provides an assessment of who is using the service, their level of satisfaction with the service, and what can be improved with the service. The on-line survey provides an opportunity to hear from people who do not use transit and to determine why they do not use transit and what would be required to get them to use transit. The on-line survey also asked questions requested by our partners in Parkland County and Stony Plain largely about possible future service expansion to their jurisdictions.

A comprehensive report was prepared in August 2018 by Satellite Social Research and Statistics Inc. and forms the detailed part of this report.

Some key highlights include:
  • Rider profile – two groups of riders make up 83% of total ridership: 40% are post-secondary students aged 18 – 34 and 43% are non-students aged 25 - 64.
  • Place of residence of on-board riders: Spruce Grove = 69%; Stony Plain = 12%; Parkland County = 10%; Edmonton 5% and other 4%.
  • Areas of Highest Service Satisfaction (Satisfied or Very Satisfied):
Bus cleanliness                      89%
Travel time                              79%
Seat comfort                           77%
Route Layout                          77%
  • Areas of Highest Service Dissatisfaction (Dissatisfied or Very Dissatisfied):
Bus frequency                         26%
Bus stop/shelter cleanliness   12%
Seat comfort                              9%
Bus comfort heat/cold                8%
  • On Board Survey Perceptions regarding Service Satisfaction (% who agree or strongly agree)
I feel safe while I ride the bus                                          94%
Bus drivers are courteous                                                93%
Access to my stop in Spruce Grove is convenient           81%
I find value in the cost of Spruce Grove Transit               76%
Buses are on time                                                            63%
The level of service has improved from previous years   61%
The generally positive level of service satisfaction is reflected in the growing number of people who are using the service. The first half of 2018 has seen ridership grow by 18% compared to the first half of 2017. This is a remarkable rate of growth that suggests a high level of satisfaction with the service.
Results of the surveys are evaluated together with calls and emails received for consideration. Monitoring of boarding data is also considered for current and future transit service offerings. The survey results will be made public through the City's web page.
Survey data and information help to improve operational aspects such as communication, route planning, and rider comfort and safety.

Financial Implications:
Transit Survey Presentation
Transit Survey Report

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