Introduction

The Metropolitan Area Transit (MAT) system is the public bus system for the cities of Fargo, Moorhead, and West Fargo. The City of Fargo wants to better understand the MAT system's riders' satisfaction with current bus service. The Fargo/West Fargo portion of MAT has 12 bus routes serving these cities plus two specific routes to serve the North Dakota State University campus community. These routes form a network throughout Fargo and West Fargo to best serve the area's customer base. To gather data on rider satisfaction with the MAT system, an on-board survey was conducted by the Small Urban & Rural Transit Center (SURTC).

Survey Instrument and Administration

The survey instrument used to gather data on rider satisfaction was one-page and included 11 questions. Most questions related to riders' use of MAT services and opinions of various bus service areas. Two questions inquired about alternative transportation options to MAT bus services. Demographic questions requesting respondents' age and gender were also included. Lastly, an open-ended area asked for bus improvement suggestions. The complete survey is included in Appendix C.

Students from North Dakota State University administered the survey by riding MAT buses and interacting with bus users. Surveys were administered over three days in November 2005. The three days covered were Tuesday, Wednesday, and Saturday, which captured riders who use the bus during the week and those who ride on the weekends. Schedules were coordinated and attempts were made to cover all bus routes throughout the time period each bus runs. The survey was handed out to riders when they were waiting for the bus or while they were actually riding the bus. MAT bus riders completed 822 surveys.

Results and Findings

Results from the MAT area satisfaction survey are presented in the subsequent text. Basic demographic characteristics regarding survey respondents' gender and age are included in Figures 1 and 2. Just over half of the bus riders who filled out the survey were male (422), while 378 were female. The remaining 22 did not indicate gender on their completed surveys (Figure1). Age ranges are shown in Figure 2. Forty-six percent of the bus users from this survey fall into the age category between 18 and 29 years of age. This suggests a considerable portion of the Fargo MAT user-group is comprised of young adults, which is logical as North Dakota State University draws a substantial rider population. Approximately 27 percent of the riders surveyed were between the ages of 45 and 64.

Figure 1. Gender Respondents, n=822

Figure 2. Age of Respondents, (n=822)

Bus users from all Fargo bus routes were surveyed. All 12 routes are represented in this survey along with surveys completed at the Ground Transportation Center (GTC). Routes 13A and 13B are grouped together for this survey. The routes listed are the routes each individual was riding at the time they filled out the survey. Respondents may have several routes they ride regularly, but that information was not gathered for this research.

Figure 3. Map of MAT Bus Routes

As shown in Figure 4, the most common route surveyed is 13, with 253 completed surveys from this route. A significant number of surveys also came from routes 15 and 11 with 133 and 107 completed surveys from each route, respectively. Because of the large response rate from route 13, a separate analysis will be included later in the report. Route 13 draws riders who are North Dakota State University students. Those students' bus service needs may differ from those of Fargo's general bus riding population. To account for this possibility, a separate analysis will be detailed.

Figure 4. Number of Surveys Completed from Each Route, n=822

The greatest number of respondents indicated they have been riding the MAT bus less than a year. This comprises 288 of riders who filled out the survey. The second most popular answer to this question was greater than five years with 246 responses. When these two groups are combined, a total of 65 percent of the respondents are basically new customers or are well-established patrons. One hundred eighty-nine people indicated they have ridden the bus one to two years while only 92 people have been riding the bus for three to four years.

Figure 5. Number of Years Riders Have Used the MAT Bus, n=815

Riders were questioned about how often they make use of the MAT system. More specifically, they were asked how many one way trips they make each week. They were given three range options and were instructed to mark the applicable choice: 1-4 trips, 5-10 trips, or 11 or more trips. The most common range was between 5 and 10 which was checked by 319 respondents. Following close behind was 1 to 4 trips a week with 296 respondents. Only 187 reported using the bus for eleven or more one-way trips per week. Answers to this question are illustrated in Figure 6.

Figure 6. Number of One-Way Bus Trips Each Week, n=802

The following graphs illustrate respondent's habits and use of MAT bus services. Respondents were asked what time of day they usually ride the bus, and to mark all applicable time-ranges. The two most popular times were both specified by about 53 percent of the respondents. These include 6 to 9 a.m. with 440 riders indicating they use the bus at that time and 3 to 6 p.m. with 428 riders. The time that received the least indications was 6 to 10 p.m. with 260. The graph below (Figure 7) shows the results for this question.

Figure 7. Number of Riders Indicating Use of MAT During Each Time-Block

Purposes for riding the bus varied. The survey gave a list of eight options, including an "other" category where they could fill in the blank with a different reason. Survey participants were asked to check all answers that were applicable reasons for taking the bus. The most popular purpose for riding the bus was work, which was checked by 442 people. The second most common answer to this question was shopping as indicated by 358 people. All answers for this question are illustrated in the graph below. Thirty-three people marked the 'other' category. Some of the answers listed for this selection were church, library, visiting family or friends, workout and job hunting. Figure 8 shows the percent of respondents that checked each category by route.

Figure 8. Purpose of Riders Use of the MAT Bus

The next question pertains to how long respondents are willing to wait for a bus. The question states, "If you miss the bus, how long are you willing to wait for the next bus?" Respondents were to check one of four options: 15 minutes, 30 minutes, 45 minutes, or 60 minutes. The option checked by the greatest number of respondents was 30 minutes with 399 responses. Approximately 280 people said they would wait 15 minutes for a second bus. Interestingly, more people said they would wait 60 minutes than those who are willing to wait 45 minutes with 72 and 44 marking these categories, respectively.

Figure 9. Percent of Respondents Willing to Wait Various Time Periods for a Bus, n=793

Included in the bus survey was a question with a list of 13 bus service characteristics. Respondents were asked to rate each element by marking one of five likert scale choices: 'very good,' 'good,' 'average,' 'poor,' or 'very poor.' Overall ratings were favorable. Eleven of 13 categories were rated very good to good by at least 70 percent of survey respondents. Results for these questions are included in Table 1.

Receiving the best ratings or the largest number of 'very good' marks are cost of ride, followed by bus cleanliness and route information. Each of these bus service elements received more than 400 'very good' ratings. Availability of shelters was the service that received the least number of 'very good' ratings. Looking at the other end of the spectrum, availability of shelters is prominent again, receiving the second highest 'very poor' ratings with 36. Thirty-seven respondents also rated how often the bus comes as 'very poor,' while 30 indicated this rating for whether the bus goes to where needed. Overall total ratings in each category are very positive. The number of 'very good' ratings is 4,729 and the number of 'good' ratings is 3,595. The total number of 'poor' and 'very poor' is 307 and 142, respectively (see Figure 10).

Figure 10. Total Responses for Bus Service Ratings

To paint a picture of respondents' need for bus service, two questions were included. When asked if they have access to a motor vehicle, nearly 48 percent said no. Thirty percent indicated they do have access to a motor vehicle, while 22 percent indicated they have access 'sometimes." The number of responses for each is shown in Figure 11.

Figure 11. Bus Users' Access to Motor Vehicles, n=811

Another question asked "Could you have made this trip if bus service were not available?" Forty-six percent of the survey respondents answered no. It would be impossible for these people to reach their destination without the MAT bus services. Twenty-eight percent indicated they could, but not easily. Adding up these responses, almost 75 percent of the riders who filled out this survey could not make their trip without the bus or would have a very difficult time doing so. A quarter of the respondents indicated they would be able to make the trip without the bus. Those people who said they would be able to find an alternative method were asked to indicate their other option(s). Most commonly respondents indicated the method they would use a car if they could not take the bus. Other answers included using a bike, walking driving, and getting a ride from an acquaintance. Figure 12 illustrates answers for this question.

Figure 12. Bus Users' Ability to Make Trip without Bus Service, n=803

This question, in particular, is important to understanding MAT bus riders' needs because it indicates real need for the service. To further understand the customers most in need of MAT services, additional tables illustrate the data by age, trip purpose and bus route. This information is included in Tables 2, 3 and 4.

The last question on the survey was open-ended, asking respondents to list suggestions for improving bus service. They could suggest improvements for both the specific route they were riding at the time of the survey as well as system-wide improvements. There were comments regarding many different issues. Themes that appeared consistently throughout the surveys include: more and improved bus shelters, more frequent bus stops, more routes, adding Sunday service, running later hours, better punctuality, and changing routes to include specific stops. This portion of the survey was set up as one question divided into sections 'a' and 'b.' Section 'a' was for comments suggesting ways to improve bus service on the specific route that they were riding on at the time of the survey. Part 'b' was for comments that would improve bus service system-wide. It should be noted that respondents may not have filled out this portion as specified. If the question was not read thoroughly, comments for specific routes or the system could have been places in either section. However, the results are set up as the survey indicates.

Table 5 shows the number of riders from each route that included route-specific comments on their survey. The most route-specific comments came from riders of routes 13 and 11. Table 6 is a matrix showing comments broken into categories and the routes from which they came. For example, the comments indicating a need for a stop near the industrial park were stated by riders of routes 11 and 16.

Table 7 shows comments by category for system-wide improvements. The most popular improvement suggestion related to adding Sunday service, with 56 people including this on their survey. The next two most common comments were adding more or different routes to the current MAT system and extending the hours of service. Comments in the 'other' category were those that did not fit into one of the defined categories.

Tables 8 and 9 include a sample of respondents' comments regarding specific route improvements and system-wide improvements. A complete list of comments are included in Appendices A and B.

As indicated previously, the large number of responses from route 13 raised concern. Route 13 services the North Dakota State University area including several stops on-campus as well as the university's downtown facility. Because a large number of students ride this route, an analysis was done to verify if responses from this route differed from all the others. Student opinions may be different than those of the general public, and thus skewed from the normal bus-riding population in Fargo. Figure 13 is a map of MAT Route 13.

Figure 13. Map of MAT Bus Route 13: Servicing the NDSU Campus

When answers from the survey for route 13 riders were compared to all other riders, there were statistical differences. There was no difference between these two groups when comparing answers for how many one way trips they make each week or in the bus service rating section. When comparing the answers from route 13 to all other routes, answers to questions regarding how long they have ridden the bus did differ. The most common answer to this question for route 13 riders was less than a year with 44 percent, while the most common for all other riders was five or more years with 38 percent. There also was a difference between these groups for answers regarding how long they are willing to wait for the bus. Overall, the answers from route 13 indicated they would wait a shorter amount of time than answers from other routes. Ninety percent of route 13 participants said they would wait 15 or 30 minutes while 83 percent of other routes indicated those times. On the other hand, 17 percent of all other routes said they would wait 45 or 60 minutes for a bus, while only 10 percent of route 13 riders would do the same.

When comparing the two groups' answers to questions regarding access to a motor vehicle and ability to make the trip without bus service, there was a statistically significant difference for both questions. When asked "Do you have access to a motor vehicle?" 40 percent of route 13 riders answered no, while 51 percent of the riders on all the other routes indicated no. When asked "Could you have made this trip if bus service were not available?" 36 percent of the route 13 riders indicated no versus almost 50 percent of riders from the other routes. These disparities are important to note because college students' bus needs may be different than the general bus-riding population in Fargo.

Figure 14. Access to Motor Vehicle: Route 13 Versus All Other Riders

Figure 15. Ability to Make Trip Without Bus: Route 13 Versus All Other Riders

There also was a statistical difference for each category included in purpose of bus trips when comparing route 13 riders to those from all other routes. The percent of respondents indicating the various purposes for riding the bus from each group is compared in Table10. There is a large difference when looking at the percent of riders who indicated school as the reason for riding the bus in the two groups. Fifty-nine percent of route 13 riders checked school versus 22 percent of all other riders. Another bus trip purpose that should be noted is work with 22 percent of route 13 riders marking this versus 41 percent of other riders. This illustrates again the widespread use of route 13 by NDSU college students, and differences in their bus needs versus the general public. Students would logically use the bus for school purposes more than non-college riders. On the other hand, the general public makes use of the bus for work more than the students.