09-0043 Washington Examiner Mystery Riders Program

MYSTERY RIDER PROGRAM
QUARTER 2, FY '09 RESULTS

OFFICE OF MARKETING
METHODOLOGY
The Mystery Rider Program is an objective tool for measuring the state of Metro services through the eyes of
the consumers. Seven Metro service “systems” are evaluated: Rail Routes, Rail Mezzanines, Rail Platforms,
Bus Routes, Bus Stops, Sales Clerks and Call Centers.
− Evaluations are presented in three formats, reported on a quarterly basis:
• The individual scores comprising each composite measure of a system reflect the mean of
the individual evaluation scores for the system.
• The composite scores for each system reflect the mean of the individual scores comprising
that composite.
• The overall score for each system reflects the mean of all the composites comprising that
system weighted by the average importance for each composite (as measured in the
Customer Satisfaction Measurement study). This weight is applied to give greater importance
to the factors that are of more importance to Metro riders.
− All data are based on the individual measurements evaluated for that quarter.
“Mystery Riding” is completed on a continual basis throughout the year, with more than 900 individual
evaluations completed each quarter.
− Evaluations for at least 95% of the following systems are completed on a quarterly basis: Rail
Routes Rail Mezzanines,
Routes, Mezzanines Rail Platforms,
Platforms Bus Stops,
Stops Sales Clerks and Call Stations.
Stations
− Evaluations for at least 95% of the Bus Routes are completed on an annual basis.
Evaluations are completed discreetly by trained, anonymous inspectors (“Mystery Riders”) using PDAs that
hold the data for all the evaluations completed.
completed Upon completion of the evaluations
evaluations, the data are proofed and
then computer cross-tabulated. All of the study percentages have been rounded to the nearest whole
percentage.
1
EVALUATIONS
The table below shows the number of individual evaluations completed among the seven Metro service
systems for Q2 of FY’09:
# of Evaluations
Rail Route 22
Rail Mezzanine 124
Rail Platform 107
Bus Route 349
Bus Stop 387
S l Clerk
Sales Cl k 4
Call Stations 2
Total 995
2
EXECUTIVE SUMMARY
RAIL ROUTE: On-board Metrorail train
• The Rail Route system performed well on the Safety (100%) and Rail Operations (97%)
composites, while not performing as well on the Physical Condition (86%) composite.
y, the followingg Rail Route individual measurements scored less than 90% this qquarter:
• Notably,
− Correct/Understandable announcements (86%)
− Dirty exterior (82%)
− Overall cleanliness (60%)
− Stains/Spills
p ((33%))
• Overall, the Rail Route system received a grade of 94% this quarter.
RAIL MEZZANINE: In station area, before accessing the platform

• The Rail Mezzanine system performed well on the Mezzanine Operations (98%) and Physical
Condition (97%) composites. The system received slightly lower grades on the Customer Service
(85%) and Safety (73%) composites.
• Notably, the following Rail Mezzanine individual measurements scored less than 90% this quarter:
− Odor in elevator (89%)
− Station manager’s name badge properly displayed (83%)
− Station manager’s ability to communicate in Spanish (33%)
− Visible police officers (25%)
• Overall, the Rail Mezzanine system received a grade of 87% this quarter.
3
EXECUTIVE SUMMARY
RAIL PLATFORM: In station area, after the mezzanine - the beginning of the escalator/stairs to the
rail car doors.
• The Rail Platform system performed well on the Platform Operations (98%) and Physical Condition
(93%) composites; however, it did not perform well on the Safety (71%) composite.
• Notably, the following Rail Platform individual measurements scored less than 90% this quarter:
− Odor in elevator (89%)
• Overall, the Rail Platform system received a grade of 87% this quarter.
BUS ROUTE: The actual bus and on-board Metrobus

• The Bus Route system performed relatively well on the Physical Condition (94%) and Safety (92%)
composites, while receiving slightly lower grades on the Bus Operations (85%) and Customer
Service (85%) composites.
• Notably, the following Bus Route individual measurements scored less than 90% this quarter:
− Driver customer service (89%)
− Interior
I i graffiti/etchings
ffi i/ hi (87%)
− Audible PA system (82%)
− Frequency driver pulled vehicle out before passengers seated (82%)
− Stops
St announcedd (60%)
− Available bus schedule (56%)
− Driver’s ability to communicate in Spanish (50%) 4
• Overall, the Bus Route system received a grade of 89% this quarter.
EXECUTIVE SUMMARY
BUS STOP: Metrobus stops at Metrorail Stations
• The Bus Stop system performed relatively well on the Physical Condition (91%) and Stop
Operations (87%) composites; however, it did not perform as well on the Safety (55%) composite.
y, the followingg Bus Stopp individual measurements scored less than 90% this qquarter:
• Notably,
− Stains/Spills (85%)
− Visible bus stop signs (84%)
− Route schedule displayed (77%)
( )
− Shelter graffiti/etchings (65%)
• Overall, the Bus Stop system received a grade of 77% this quarter.
SALES CLERK: Metro Sales Outlets; Metro Center, Pentagon and Anacostia
• Sales Clerks performed poorly on the Customer Service (63%).
• Notably, the following Sales Clerk individual measurements scored less than 90% this quarter:
− Sales clerk provided correct answer (75%)
− Sales clerk provided good customer service (50%)
• Overall, Sales Clerks received a grade of 63% this quarter.
CALL STATIONS:
STATIONS Rider
Rid IInformation
f ti and
dCCustomer
t Service
S i
• Call Stations performed very well on the Customer Service (100%) composite.
• Notably, none of the Call Stations individual measures evaluated scored less than 100%. 5
• Overall, Call Stations received a grade of 100% this quarter.
METRO SYSTEM REPORT CARD
Physical Customer
Operations Condition Safety Service Grade
Call Stations N/A N/A N/A 100% 100%
Rail Route 97% 86% 100% N/A 94%
Bus Route 85% 94% 92% 85% 89%
Rail Mezzanine 98% 85% 96% 73% 87%
R il Platform
Rail Pl tf 98% 93% 71% N/A 87%
Bus Stop 87% 91% 55% N/A 77%
Sales Clerk N/A N/A N/A 63% 63%
6
RAIL ROUTE
RAIL ROUTE: MEASURES
Rail Operations Physical Condition Safety
• Functional/Accurate header sign • Dirty exterior • Functional interior lights

• System map displayed • Dented/Scratched exterior
• Functional doors • Exterior graffiti
• Correct/Understandable • Torn/Ripped/Cracked seats
announcements
• Odor in rail car
• Stains/Spills
• Excrement/Biohazard
• Interior graffiti/etchings
• Crowdedness
C d d
• Overall cleanliness
8
RAIL ROUTE: REPORT CARD
Grade
Rail Operations 97%
Physical Condition 86%
Safety 100%
Rail Route Overall
O 94%
9
RAIL ROUTE: OVERALL
100%
94%
80%
60%
40%
20%
Rail Route Grade

0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Number of Evaluations: n/a n/a n/a n/a 22
10
RAIL ROUTE: COMPOSITE SCORES
100% 100%
97%
80% 86%
60%
40%
20% Rail Operations

Physical Condition
Safety
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
11
RAIL ROUTE: RAIL OPERATIONS
100% 100% 100%
80%
60%
40%
20%
Header Sign
System Map
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q5, Q11
12
RAIL ROUTE: RAIL OPERATIONS
100% 100%
86%
80%
60%
40%
20%
Doors
Announcements
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q21, Q22/Q23
13
RAIL ROUTE: PHYSICAL CONDITION
100% 100%
80% 82%
60%
40%
20%
Dirty Exterior
Dented Exterior
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q8, Q9
14
100% 99% 100%
80%
60%
40%
20%
Exterior Graffiti
Torn/Cracked Seats
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q10, Q13
15
100% 100%
80%
60%
40%
33%
20%
Odor
Stains/Spills
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q14, Q17
16
100% 100%
91%
80%
60%
40%
20%
Excrement/Biohazard
Interior Graffiti
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q18, Q19
17
100%
93%
80%
60%
40%
20%
Crowdedness
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q24
18
100%
80%
60% 60%
40%
20%
Overall Cleanliness
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q12
19
RAIL ROUTE: SAFETY
100% 100%
80%
60%
40%
20%
Interior Lights
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q20
20
RAIL MEZZANINE
RAIL MEZZANINE: MEASURES
Mezzanine
Physical Condition Safety Customer Service
Operations
• System map displayed • Odor in elevator • Functional interior lights • System information present at
booth
• Functional digital sign • Overflowing trash cans • Functional exterior lights
• Station manager present
• Functional telephones • Odor in mezzanine • Visible police officers
• Station manager in uniform
• Functional fare machines • Stains/Spills
g
• Station manager’s name badge
g
• Functional SmarTrip vending • Excrement/Biohazard
properly displayed
machines
• Broken/Cracked windows
• Station manager provided
• Graffiti/Etchings correct answer
• Overall cleanliness • Station manager provided good
customer service
• Station manager able to
communicate in Spanish
22
RAIL MEZZANINE: REPORT CARD
Grade
Mezzanine
M i Operations
O i 98%
Safety 73%
Customer Service 85%
%
Rail Mezzanine Overall 87%
23
RAIL MEZZANINE: OVERALL
100%
87%
80%
60%
40%
20%
Mezzanine Grade
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
24
RAIL MEZZANINE: COMPOSITE SCORES
100%
98%
96%
85%
80%
73%
60%
40%
Mezzanine Operations
20% Physical Condition
Safety
Customer Service
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
25
RAIL MEZZANINE: MEZZANINE OPERATIONS
100% 99% 100%
80%
60%
40%
20%
System Map
Digital Sign
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q11, Q12
26
100%
97% 96%
80%
60%
40%
20%
Telephones
Fare Machines
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q14, Q15
27
100%
97%
80%
60%
40%
20%
SmarTrip Vending Machine

0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q16
28
RAIL MEZZANINE: PHYSICAL CONDITION
100% 100%
89%
80%
60%
40%
20%
Elevator Odor
Trash Cans
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q7, Q13
29
100%
98%
94%
80%
60%
40%
20%
Mezzanine Odor
Stains/Spills
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q26, Q29
30
100% 100% 100%
80%
60%
40%
20%
Excrement/Biohazard
Broken/Cracked Windows
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q30, Q31
31
100% 100%
80%
60%
40%
20%
Graffiti
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q32
32
100%
83%
80%
60%
40%
20%
Overall cleanliness
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q25
33
RAIL MEZZANINE: SAFETY
100%
97% 97%
80%
60%
40%
20%
Interior Lights
Exterior Lights
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q9, Q10
34
RAIL MEZZANINE: SAFETY
100%
80%
60%
40%
25%
20%
Police Officers
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q24
35
RAIL MEZZANINE: CUSTOMER SERVICE
100%
97%
91%
80%
60%
40%
20%
Info at Booth
Manager Present
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q17, Q18
36
100% 100%
83%
80%
60%
40%
20%
Manager in Uniform
Manager Name Badge
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q19, Q20
37
100%
97%
92%
80%
60%
40%
20%
Correct Answer
Manager Customer Service
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q21, Q22
38
100%
80%
60%
40%
33%
20%
Spanish Communication
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q23
39
RAIL PLATFORM
RAIL PLATFORM: MEASURES
Platform Operations Physical Condition Safety
• Functional exit fare machines • Odor in elevator • Functional interior lights

• System map displayed • Overflowing trash cans • Functional exterior lights
• Functional digital sign • Odor on platform • Visible police officers
• Functional telephones • Stains/Spills
• Graffiti/Etchings on shelter
41
RAIL PLATFORM: REPORT CARD
Grade
Platform Operations 98%
Safety 71%
R il Platform
Rail Pl f Overall
O ll 87%
42
RAIL PLATFORM: OVERALL
100%
87%
80%
60%
40%
20%
Rail Platform Grade

0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
43
RAIL PLATFORM: COMPOSITE SCORES
100%
98%
93%
80%
71%
60%
40%
20% Platform Operations

Physical Condition
Safety
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
44
RAIL PLATFORM: PLATFORM OPERATIONS
100% 100% 100%
80%
60%
40%
20%
Exit Fare Machines
System Map
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q10, Q11
45
RAIL PLATFORM: PLATFORM OPERATIONS
100% 100%
90%
80%
60%
40%
20%
Digital Sign
Telephones
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q12, Q14
46
RAIL PLATFORM: PHYSICAL CONDITION
100% 100%
89%
80%
60%
40%
20%
Elevator Odor
Trash Cans
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q6, Q13
47
100% 100%
94%
80%
60%
40%
20%
Platform Odor
Stains/Spills
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q17, Q20
48
100% 100%
92%
80%
60%
40%
20%
Excrement/Biohazard
Shelter Graffiti
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q21, Q23
49
100%
80%
76%
60%
40%
20%
Overall Cleanliness
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q16
50
RAIL PLATFORM: SAFETY
100%
97%
96%
80%
60%
40%
20%
Interior Lights
Exterior Lights
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q8, Q9
51
RAIL PLATFORM: SAFETY
100%
80%
60%
40%
20% 19%
Police Officers
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q15
52
BUS ROUTE
BUS ROUTE: MEASURES
Bus Operations Physical Condition Safety Customer Service
• Functional doors • Dirty exterior • Driver talking with passengers • Driver customer service
while driving
• Functional/Accurate header sign • Dented/Scratch exterior • Driver in uniform
• Functional interior lights
• Functional farebox • Exterior graffiti • Visible driver name badge
• Functional windshield wipers
• Available bus schedule • Open exterior panels • Driver’s ability to communicate
q
• Frequency y driver ppulled vehicle p
in Spanish
• Functional requested stop • Broken/Cracked windows
out before passengers seated
signal • Wheelchair lift deployment
• Torn/Cracked seats
when requested
• Functional wheelchair lift
• Odor
• Audible PA system
• Stains/Spills
• Stops announced
E t/Bi h d
• Interior graffiti/etchings
• Crowdedness
54
BUS ROUTE: REPORT CARD
Grade
Bus O
B Operations
ti 85%
Safety 92%
Bus Route Overall 89%
55
BUS ROUTE: OVERALL
100%
89%
80%
60%
40%
20%
Bus Route Grade

0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
56
BUS ROUTE: COMPOSITE SCORES
100%
94%
92%
85% 85%
80%
60%
40%
Bus Operations
20%
Physical Condition
Safety
Customer Service
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
57
BUS ROUTE: BUS OPERATIONS
100% 99%
95%
80%
60%
40%
20%
Doors
Header Sign
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q2, Q10
58
100%
98%
80%
60%
56%
40%
20%
Farebox
Available Schedule
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q16, Q17
59
100% 100%
92%
80%
60%
40%
20%
Requested Stop Signal
Wheelchair Lift
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q34, Q35
60
100%
80% 82%
60% 60%
40%
20%
Audible PA
Stops Announced
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q38, Q39
61
BUS ROUTE: PHYSICAL CONDITION
100% 99%
96%
80%
60%
40%
20%
Dirty Exterior
Dented Exterior
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q12, Q13
62
100% 100% 100%
80%
60%
40%
20%
Exterior Graffiti
Open Panels
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q14, Q15
63
100% 100%
95%
80%
60%
40%
20%
Broken/Cracked Windows
Torn/Crack Seats
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q24, Q25
64
100%
94% 94%
80%
60%
40%
20%
Odor
Stains/Spills
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q26, Q29
65
100% 100%
87%
80%
60%
40%
20%
Excrement/Biohazard
Interior Graffiti
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q30, Q40
66
100%
92%
80%
60%
40%
20%
Crowdedness
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q42
67
100%
80%
73%
60%
40%
20%
Overall Cleanliness
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q23
68
BUS ROUTE: SAFETY
100% 100%
91%
80%
60%
40%
20%
Driver Talking
Interior Lights
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q32, Q33
69
BUS ROUTE: SAFETY
100%
96%
82%
80%
60%
40%
20%
Windshield Wipers
Pullout Before Seated
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q37, Q42B
70
BUS ROUTE: CUSTOMER SERVICE
100% 100%
89%
80%
60%
40%
20%
Driver Customer Service
Driver in Uniform
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q19, Q20
71
100%
96%
80%
60%
50%
40%
20%
Driver Name Badge
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q21, Q22
72
100%
92%
80%
60%
40%
20%
Deployed Wheelchair Lift

0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q41
73
BUS STOP
BUS STOP: MEASURES
Stop Operations Physical Condition Safety
• Route schedule displayed • Overflowing trash cans • Functional interior lights

• Visible bus stop signs • Shelter graffiti/etchings • Visible police officers
• Functional telephones • Broken/Cracked shelter walls
• Cracked/Splintered benches
• Shelter roof leaks/cracks/holes
• Odor in bus shelter
• Stains/Spills
• Overall
O ll cleanliness
l li
75
BUS STOP: REPORT CARD
Grade
Stop Operations 87%
Safety 55%
B St
Bus Stop O
Overall
ll 77%
76
BUS STOP: OVERALL
100%
80% 77%
60%
40%
20%
Bus Stop Grade

0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
77
BUS STOP: COMPOSITE SCORES
100%
91%
87%
80%
60% 55%
40%
20% Stop Operations

Physical Condition
Safety
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
78
BUS STOP: STOP OPERATIONS
100%
84%
80%
77%
60%
40%
20%
Displayed Schedule
Bus Stop Signs
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q6, Q7
79
BUS STOP: STOP OPERATIONS
100% 99%
80%
60%
40%
20%
Telephones
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q9
80
BUS STOP: PHYSICAL CONDITION
100% 99%
80%
65%
60%
40%
20%
Trash Cans
Shelter Graffiti
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q8, Q12
81
100% 99%
98%
80%
60%
40%
20%
Shelter Walls
Shelter Benches
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q13, Q14
82
100% 99%
98%
80%
60%
40%
20%
Shelter Roof
Shelter Odor
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q15, Q16
83
100% 100%
85%
80%
60%
40%
20%
Stains/Spills
Excrement/Biohazard
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q19, Q20
84
100%
80%
76%
60%
40%
20%
Overall Cleanliness
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q4
85
BUS STOP: SAFETY
100%
97%
80%
60%
Interior Lights
Police Officers
40%
20%
12%
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q5, Q10
86
SALES CLERK
SALES CLERK: MEASURES
Customer Service
• Sales clerk provided correct

answer
• Sales clerk provided good
customer service
• Ability of sales clerk to
88
SALES CLERK: REPORT CARD
Grade
Sales Clerk Overall 63%
89
SALES CLERK: OVERALL
100%
80%
63%
60%
40%
20%
Sales Clerk Grade

0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
90
SALES CLERK: COMPOSITE SCORES
100%
80%
63%
60%
40%
20%
Customer Service
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
91
SALES CLERK: CUSTOMER SERVICE
100%
80% 75%
60%
50%
40%
20%
Correct Answer
Sales Clerk Customer Service
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q4, Q5
92
SALES CLERK: CUSTOMER SERVICE
100%
80%
60%
N/A
40%
20%
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q6
93
CALL STATIONS
CALL STATIONS: MEASURES
Customer Service
• The representative provided

correct answer
• The representative provided
good customer service
• Ability of the representative to
95
CALL STATIONS: REPORT CARD
Grade
Call Stations Overall 100%
96
CALL STATIONS: OVERALL
100% 100%
80%
60%
40%
20%
Call Stations Grade

0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
97
CALL STATIONS: COMPOSITE SCORES
100% 100%
80%
60%
40%
20%
Customer Service
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
98
CALL STATIONS: CUSTOMER SERVICE
100% 100% 100%
80%
60%
40%
20%
Correct Answer
Representative Customer Service
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q4, Q5
99
CALL STATIONS: CUSTOMER SERVICE
100%
80%
60%
N/A
40%
20%
0%
Q2-FY'08
Q2-FY 08 Q3-FY'08
Q3-FY 08 Q4-FY'08
Q4-FY 08 Q1-FY'09
Q1-FY 09 Q2-FY'09
Q2-FY 09
Q6
100

09-0043 Washington Examiner Mystery Riders Program

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MYSTERY RIDER PROGRAM

QUARTER 2, FY '09 RESULTS

RAIL MEZZANINE: In station area, before accessing the platform

BUS ROUTE: The actual bus and on-board Metrobus

Rail Operations Physical Condition Safety

• Functional/Accurate header sign • Dirty exterior • Functional interior lights

Rail Route Grade

20% Rail Operations

SmarTrip Vending Machine

Platform Operations Physical Condition Safety

• Functional exit fare machines • Odor in elevator • Functional interior lights

Rail Platform Grade

20% Platform Operations

Bus Operations Physical Condition Safety Customer Service

Bus Route Grade

Deployed Wheelchair Lift

Stop Operations Physical Condition Safety

• Route schedule displayed • Overflowing trash cans • Functional interior lights

Bus Stop Grade

20% Stop Operations

• Sales clerk provided correct

Sales Clerk Grade

• The representative provided

Call Stations Grade

100% 100% 100%

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