14 Chief Communications Officer Report EMAC Thursday September

14 Chief Communications Officer Report EMAC Thursday, September 21, 2006

Leading indicators § Ridership is up 9% over last year § Fare revenue is up 5. 7% over last year § Discretionary ridership is at 34% § Metro service is better (83%) § Metro image is improving (86%) § Complaints are down 16% § Customer satisfaction levels at 85%

High marks from customers § They’re satisfied (85%) § Metro service is better (83%) § Day Pass is convenient (88%) § Metro image is improving (86%) § Operators are courteous (80%) § Discretionary ridership up (34%)

Infrequent timed transfers drop ratings Timed Transfer: waiting 15 minutes or more § Customer satisfaction (90% to 72%) § Metro service is better (87% to 66%) § Safe while waiting (89% to 71%) § On-time performance (81% to 57%) § Service is convenient (93% to 78%) § Metro image is improving (90% to 71%) § Discretionary ridership (38% to 24%)

Metro vanpool program advancing § Developed program model § Determined NTD requirements § Developing program identity § RFP in November/December § Program to start in January § Goal of 600 vans in first year

Ridership efforts § 110 Freeway Service ridership increasing § Gold Line direct mailing nets record month § New Resident Program nets 7% return § I-Pass Program enrolls four schools § Employer Programs growing § Destination marketing launched § Lines identified for route promotions § 12 -minute map created

“ 12 -minute Map”

Revenue programs moving forward § Moving forward with rail car advertising § plan to test train wraps § Testing station advertising at six locations § Testing vending at six stations § Tunnel advertising co-op proposed § Parking stripes touch and go § Not pursuing paid cross-promotions § Other efforts moving slowly § Working with labor

Revenue projections

Employee suggestion program § Researched past programs § Formed committee § Outlined program § Identified responsible departments § Developed implementation plan § December implementation

Sign improvement program § BOS grant funded § 50% increase in customer information displays § Moving toward standards § Program lacks resources