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Texas Performance Review 
Capital Metro 
 
Appendix I


Capital Metro Performance Review Summary of Written Survey


Background

In March 1998, TPR circulated written surveys in the Capital Metro service area. Surveys were placed on buses and made available where bus tickets and passes are sold. Respondents were asked to complete the surveys and mail them, postage-paid, to the Comptroller's office. TPR received about 550 completed surveys.

Survey at a Glance
Based on the responses, TPR found that:
  • Almost 80 percent of the respondents use Capital Metro services daily.
  • About 60 percent rated Capital Metro service positively.
  • Slightly more than 60 percent felt that Capital Metro's service either has improved or remained the same over the past three years.
  • About 40 percent of the respondents felt Capital Metro manages its finances efficiently.
  • When asked what are the most important issues facing Capital Metro in the next two years:
  • More than a third mentioned routing and scheduling issues, such as the need for more service during peak periods and extended hours in the mornings, evenings, and on weekends.
  • About 20 percent mentioned future transportation issues such as light rail and increased access.
  • When asked what practices or programs merited commendation:
  • About half of the survey respondents mentioned buses and bus drivers, reflecting satisfaction with driver courtesy and efficiency or other features such as Dillo service and the availability of bike racks on buses.
  • Respondents also praised routes and scheduling, specifically citing express service.
  • Profile of Respondents
    From the survey's demographic questions, TPR found that:
  • About 60 percent of respondents classified themselves as Anglo.
  • Fifteen percent each classified themselves as either African American or Hispanic.
  • Respondents were split almost evenly between males (48 percent) and females (52 percent).
  • Nearly 58 percent of the respondents have lived in the Austin area for more than ten years.
  • About two-thirds of respondents were between the ages of 25 and 54.
  • More than three-quarters had an annual household income of less than $40,000.
  • Respondents live in 44 zip code areas in the Austin area. The respondent pool showed good representation from the South Austin area (78704, 78745) and the area east of Interstate Highway 35 (78702, 78723, 78741, 78744).

    Responses by Question
    (Numbers in parentheses indicate the total responses to each question.)

    Have you or anyone in your household used Capital Metro services in the past three years? (538)
      Yes97.6%
      No2.4%

    If so, how frequently do you use Capital Metro service? (526)
      Almost every day79.5%
      At least once a week9.1%
      Occasionally9.1%
      Rarely2.1%

    How would you rate the quality of Capital Metro service? (532)
      Excellent14.7%
      Good44.9%
      Fair22.2%
      Poor17.1%
      Don't know1.1%

    Over the past three years, the quality of Capital Metro service has: (528)
      Improved29.7%
      Stayed the same31.8%
      Gotten worse22.4%
      Don't know16.1%

    How would you rate the efficiency of Capital Metro's management of tax dollars? (528)
      Very efficient6.8%
      Somewhat efficient33.5%
      Very inefficient27.5%
      Don't know32.2%

    Open-ended Questions (responses categorized by type):

    In your opinion, what are the major issues facing Capital Metro this year and next? What are your suggestions for improving Capital Metro? (466)
      Routing and Scheduling35.8%
      Future Transportation20.8%
      Buses and Bus Drivers18.9%
      Board Management13.9%
      Bus Stops4.9%
      STS and Van Pools3.2%
      Financial Planning2.2%

    What specific Capital Metro practices or programs merit commendation? (306)
      Buses and Bus Drivers49.3%
      Routing and Scheduling22.8%
      STS and Van Pools12.4%
      Board Management8.2%
      Future Transportation4.6%
      Financial Planning1.6%
      Bus Stops1.0%

    Optional Questions:

    What is your race? (474)
      Anglo59.1%
      African American14.9%
      Asian1.7%
      Hispanic15.4%
      Other8.9%

    What is your gender? (488)
      Male47.5%
      Female52.5%

    Years you have lived in the Austin area (484)
      1-1042.4%
      11-2029.5%
      21 or more28.1%

    How old were you on your last birthday? (480)
      18-2417.7%
      25-3421.5%
      35-4421.9%
      45-5422.9%
      55-649.3%
      65 or older6.7%

    Which figure describes your 1997 annual household income? (444)
      Less than $10,00024.2%
      $10,000 to $24,99925.2%
      $25,000 to $39,99926.1%
      $40,000 to $59,00012.8%
      $60,000 or more 11.7%

    What is your zip code? (422)
    Zip Code Percent   Zip Code Percent
    78704

    10.4%

      78721

    1.4%

    78723

    8.1%

      78749

    1.4%

    78745

    7.8%

      78722

    0.9%

    78731

    5.5%

      78725

    0.9%

    78741

    5.5%

      78750

    0.9%

    78752

    5.0%

      78709

    0.7%

    78744

    4.7%

      78728

    0.7%

    78702

    4.5%

      78736

    0.7%

    78757

    4.5%

      78640

    0.5%

    78758

    4.3%

      78681

    0.5%

    78703

    4.0%

      78735

    0.5%

    78753

    3.6%

      78737

    0.5%

    78751

    3.3%

      78746

    0.5%

    78641

    2.4%

      78610

    0.2%

    78748

    2.1%

      78642

    0.2%

    78759

    2.1%

      78660

    0.2%

    78705

    1.9%

      78664

    0.2%

    78724

    1.9%

      78717

    0.2%

    78754

    1.7%

      78726

    0.2%

    78756

    1.7%

      78727

    0.2%

    78617

    1.4%

      78729

    0.2%

    78701

    1.4%

      78742

    0.2%


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