Overall Quality of Transit Options – In Generallocalcommunities.org/lc/874/FSLO-1281567294-50687… · Web viewQuantum Market Research, Inc. 12-point, small caps, bold italic; one

ALAMEDA COUNTY TRANSPORTATION IMPROVEMENT AUTHORITYCITY-BASED PARATRANSIT PROGRAMSCUSTOMER SATISFACTION SURVEY – 2009

Submitted to:

Tess Lengyel Programs and Public Affairs ManagerAlameda County Transportation Improvement Authority1333 Broadway, Suite 300Oakland, CA 94612

Submitted by

QUANTUM MARKET RESEARCH, INC. 1730 Franklin Street – Suite 300Oakland, CA 94612

February 22, 2010

Contents

Page

I. Introduction 1

II. Paratransit Programs Surveyed 3

III. Key Observations 5

IV. Overall Service Delivery 6A. Overall quality of transit optionsB. Opinions of most recent tripC. Change in service from last yearD. Complaints about and being turned down for serviceE. Trip typeF. Travel options available to allG. Specific services – comparative listing of key factors by serviceH. Service Use Factors

V. Paratransit Customer Demographics 55A. AgeB. GenderC. Ethnicity/RaceD. Travel with assistantE. Mobility device usedF. Current living situation

VI. Individual Services – Rider Use and Rating 63

VII. Appendices 99A. Sample Plan and Sample Management Methodology MemorandumB. Call dispositionC. Language usedD. Questionnaire changesE. Questionnaire

I. Introduction

The Alameda County Transportation Improvement Authority (ACTIA) and the local agencies that receive funds for transportation programs for seniors and persons with disabilities in Alameda County use a variety of techniques to measure the level of satisfaction of paratransit customers with city-based paratransit programs funded by Measure B. Several of the Measure B funded, city-based paratransit programs conduct consumer satisfaction surveys on a periodic or regular basis. In 2007 ACTIA commissioned the first uniform, statistically-valid telephone survey designed to measure and understand satisfaction across all of the city-based programs. In 2009, ACTIA contracted with Quantum Market Research (QMR), a local Oakland business, to conduct this second uniform survey of consumers of city-based services. It provides both a snapshot of the attitudes of current riders and longitudinal information about consumer attitudes since the initial 2007 survey.

As in 2007, lists of current riders was provided by each of the 13 paratransit services and was used to create the sample. The survey was conducted in October and November 2009. Calls were made from Quantum’s call center in downtown Oakland. If a person could not be contacted in the initial call, then multiple attempts (a minimum of five) were made to reach that person in order to ensure a representative sample was achieved. A total of 1,308 interviews were completed. Surveys were conducted in English, Spanish, Cantonese, Mandarin and Tagalog. (Detailed information regarding call dispositions and the number of surveys conducted in each language can be found in the appendix.)

While the methodology for this 2009 survey was based on that used in 2007, there were some differences. The current survey was conducted in the fall and the 2007 data were collected in June and August. The prior survey also yielded a total of 1,033 interviews, while the 2009 survey yielded 1,308 interviews.

Much time was spent updating and refining the questionnaire. As many of the local jurisdictions redefined what information they were seeking, QMR worked with ACTIA and the jurisdictions to ensure the survey instrument provided the best information that could be obtained. Minor refinements were also made to a number of questions. These wording changes or “tweaks” were designed to make questions more easily understood by respondents; to enhance definitions; to have greater consistency with standard questions asked by many different agencies; and to ensure respondents knew precisely what was being posed to them. (Appendix D includes a detailed explanation of the changes to the questionnaire.)

The following report presents the results of the survey focusing on three main topic areas:

Overall service delivery information - This concerns the riders’ use and evaluation of their specific services. Information is also provided on transit options available to all. Specific questions reveal why and how often the riders’ use a service. This section also includes the riders’ views of service delivery, as well as perceived changes in service and whether or not they registered any complaints.

1

Paratransit customer demographics – Basic information is provided on the age, gender, and race of the consumer. In addition, information is provided on factors that may affect service use, such as the need to travel with an assistant, mobility device use and the person’s current living arrangements.

Individual service use and ratings - Each service is described. Data on use, ratings and demographics provide a profile of the persons using the service. These sections include responses to specific questions provided by the service providers.

2

II. Paratransit Programs Surveyed

Paratransit customers surveyed often use both city-based and ADA-mandated paratransit services. The primary focus of this study is on the following 13 city-based service programs, including two smaller programs (LAVTA and Union City Transit) that provide both ADA mandated and non-mandated service. The largest provider of ADA-mandated paratransit services in the county, East Bay Paratransit, collects its own survey data, including some questions posed in this survey. Where possible, questions were designed for comparability with the East Bay Paratransit survey instrument.

The specific paratransit programs included in this survey are:

Alameda Paratransit Same day taxi program (MRTIP Program) and Premium Taxi Service Group trips scheduled by Mastick Senior Center Subsidized EBP coupons

Albany Paratransit Taxi Program Same day taxi program Shopping van service twice each week Group trips for social and educational outings throughout the Bay Area.

Berkeley Paratransit Service Taxi scrip and wheelchair accessible van vouchers distributed quarterly Limited distribution of EBP tickets Medical Return Trip Improvement Program

Emeryville Senior Center Taxi reimbursement program Wheelchair accessible van service Group trips

Fremont Paratransit Program Door-to-door shared-ride service for individuals Group trips for local organizations and facilities In-Home Meal Delivery

Hayward Paratransit Lift equipped van and sedan-based paratransit services for individuals Limited group trips for skilled nursing facilities and senior housing; limited shuttle

services to congregate meal sites for low-income seniors Meal delivery Transportation to and from adult day care for individuals with dementia

3

Wheels Dial-a-Ride Paratransit (LAVTA) Door-to-door ADA paratransit service Limited group trips for senior housing residents

Newark Paratransit Door-to-door shared ride service for individuals Meal delivery

Oakland Paratransit (Taxi and Van) Taxi service and scrip program Wheelchair accessible van service and voucher program Senior shuttle service Limited group trips for organizations

Pleasanton Paratransit Service Shared-ride paratransit service for individuals Pilot fixed-route service - Downtown Route (DTR)

City of San Leandro Flex Shuttle Services Curb-to-curb service Shuttle service Out of town medical trips

Union City Paratransit – A.D.A. service ADA paratransit service complementary to Union City Transit and Paratransit Plus

services Group trips

In addition, customers were also queried concerning the following transportation services that are available to all:

East Bay Paratransit – A.D.A. service A.C. Transit Bay Area Rapid Transit (BART)

4

III. Key Observations

Users continue to be overwhelmingly positive about the options available to them, with significantly more calling the options “Excellent.”

The highest rated providers are Pleasanton, Albany Van and Union City; almost all saw increases in ratings.

With regard to service factors, riders had the strongest level of agreement with: feelings of safety when using a service, driver courtesy and destination availability. The fewest number strongly agreed they can schedule a ride at the time they request.

The ability to get a ride when needed is the most important service factor for users. Based on other ratings and verbatim comments, this is, along with arriving on time, is an area riders are least likely to believe providers deliver on.

More than half of all current riders believe the service has stayed the same over the past year.

Significantly more riders give “Excellent” ratings to their most recent trip today than two years ago.

On-time arrival has increased since 2007.

Most who shared a ride with passengers picked up or dropped off at different locations found the amount of time taken to do so was acceptable.

The reported number of complaints has not increased since 2007.

Fewer this year than previously report having been turned down when making a reservation.

As compared to 2007, for the most part, there have been increases in positive ratings overall and for individual service providers.

5

IV. Overall Service DeliveryThe following sections describe overall responses to service delivery questions asked during the survey. The charts reflect the overall responses and the tables illustrate program-by-program responses.

A. Overall Quality of Transit Options

“Generally speaking, how would you rate the overall quality of the transit and transportation options available to you, including regular buses, BART, and the various paratransit programs? Would you say that the overall quality of service is excellent, good, only fair or poor?” (Q33)

There is a positive increase in paratransit customers’ top rating with regard to the overall quality of transit service available to them. In 2009, 30% rated their options as “Excellent” as compared to 26% doing so in 2007.

Excellent Good Only fair Poor DK/Refused0%

10%

20%

30%

40%

50%

60%

30%

45%

13%

4%9%

26%

48%

13%

4%9%

Overall Quality of Transportation Options

2009 2007

Based on total customers surveyed: 1,308Percents may total more than 100% due to rounding

2009 Program Responses- Overall Quality of Transportation Options

Total Alamed

a

Alban

y

Berke

ley

Emer

yville

Fremon

t Ha

yward

Ne

wark

Oakla

nd Ta

xi Oa

kland

Van

Pleas

anto

n Sa

n Lea

ndro

Un

ion C

ity

Wheels

Base 1308 122 56 157 82 122 99 80 112 42 103 129 89 115Excellent 30% 29% 20% 27% 33% 29% 31% 34% 24% 19% 50% 27% 43% 31%Good 45% 46% 43% 46% 43% 50% 37% 49% 46% 52% 35% 47% 43% 45%Only fair 13% 11% 16% 17% 11% 14% 17% 11% 16% 10% 7% 9% 8% 13%Poor 4% 7% 4% 1% 2% 1% 6% 0% 8% 7% 3% 3% 0% 4%DK 8% 7% 16% 8% 10% 5% 7% 6% 4% 10% 5% 13% 7% 6%Refused 1% 1% 2% 1% 1% 2% 1% 0% 1% 2% 0% 1% 0% 0%

100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

6

2007 Program Responses- Overall Quality of Transportation Options

B. Opinions of Most Recent Trip

“Would you say that your experience with (Paratransit Service) on your most recent trip was excellent, good, only fair or poor?” (Q97)

Paratransit customers give higher ratings to their specific services than to the overall transportation options available to them: 58% excellent for the specific service vs. 30% excellent overall.

This represents a significant increase in the “excellent” rating when compared to the 42% recorded in the 2007 survey.

It should be noted that a greater level of non-response occurred in 2007.


10%

20%

30%

40%

50%

60%

70%

58%

29%

7%3% 2%

42%

35%

7% 5%10%

Rating of Most Recent Trip

2009 2007


Total Alam

eda

Alban

y

Berk

eley

Emery

ville

Frem

ont

Hayw

ard

Newa

rk

Oakla

nd Ta

xi Oa

kland

Van

Pleas

anto

n Sa

n Le

andr

o Un

ion C

ity

Whe

els

Base 1033 41 16 85 10 201 79 77 50 10 107 164 122 71Excellent 26% 26% 17% 24% 7% 26% 28% 19% 21% 33% 47% 23% 21% 26%Good 48% 49% 50% 51% 50% 46% 43% 54% 46% 33% 32% 50% 58% 48%Only fair 13% 15% 17% 17% 21% 13% 20% 9% 23% 6% 9% 12% 12% 13%Poor 4% 5% 0% 3% 0% 9% 4% 8% 5% 22% 1% 2% 0% 6%DK 9% 5% 17% 5% 21% 6% 5% 10% 4% 6% 12% 14% 9% 6%Refused

100% 100% 101% 100% 99% 100% 100% 100% 99% 100% 101% 101% 100% 99%

7

2009 Program Responses- Rating of Most Recent Trip

2007 Program Responses- Rating of Most Recent Trip

“Did you ride alone or did you share the vehicle with other passengers, not including any caretaker who might have ridden with you?” (Q96A)

This was the first question in a new series of questions relating to shared rides that was asked this year.

Just under six in ten (57%) say they rode alone, while just under four in ten (38%) report having shared with other passengers.

Total Alamed

a

Alban

y

Berke

ley

Emer

yville

Fremon

t Ha

ywar

d Ne

wark

Oakla

nd Ta

xi Oa

kland

Van

Pleas

anton

Sa

n Lea

ndro

Un

ion Ci

ty

Wheels


100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

Total Alam

eda

Alban

y

Berk

eley

Emery

ville

Frem

ont

Hayw

ard

Newa

rk

Oakla

nd Ta

xi Oa

kland

Van

Pleas

anto

n Sa

n Le

andr

o Un

ion C

ity

Whe

els


99% 100% 100% 99% 99% 100% 100% 101% 99% 101% 100% 100% 100% 100%

8

57%38%

5%

Whether Rode Alone or Shared Vehicle

Rode Alone Shared Vehicle Don't knowBased on total customers surveyed: 1,308

Most likely to say they rode alone are those using Emeryville, Berkeley and Oakland Taxi.

Most likely to say they shared with other passengers are those with Pleasanton, San Leandro, Newark and LAVTA.

2009 Program Responses – Whether Rode Alone or Shared Vehicle

Total Alam

eda

Alba

ny

Berk

eley

Emer

yville

Frem

ont

Hayw

ard

Newa

rk

Oakla

nd T

axi

Oakla

nd V

an

Pleas

anto

n Sa

n Le

andr

o Un

ion C

ity

Whe

els

Base 1308 122 56 157 82 122 99 80 112 42 103 129 89 115Rode alone 57% 57% 77% 84% 88% 56% 60% 37% 82% 59% 19% 33% 64% 44%Shared with other passengers 38% 26% 23% 11% 0% 34% 36% 61% 16% 32% 73% 65% 32% 55%Don't know/Ref 5% 18% 0% 5% 13% 10% 5% 2% 2% 9% 7% 2% 4% 1%

100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

9

“Were any passengers in the vehicle picked up or dropped off at a different location, or did you all ride together?” (Q96B)

Two-thirds of those who shared a ride report that the passengers were picked up or dropped off at different locations (76%).

Two in ten say they all rode together (23%).

76%

23%

1%Whether Different Locations or all Rode Together

Different locations All rode together Don't knowBased on total customers who shared ride: 493

2009 Program Responses – Where All Passengers Picked Up/Dropped Off

Total Alam

eda

Alba

ny

Berk

eley

Emery

ville

Frem

ont

Hayw

ard

Newa

rk

Oakla

nd T

axi

Oakla

nd V

an

Pleas

anto

n Sa

n Le

andr

o Un

ion C

ity

Whe

els

Base 493 31 13 18 0 42 35 49 18 13 75 84 28 63

Passengers picked up or dropped off different locations

76% 63% 80% 50% N/A 67% 80% 83% 44% 100% 82% 86% 57% 86%

All rode together 23% 26% 20% 50% N/A 33% 20% 17% 56% 0% 14% 14% 39% 14%Don't know/Ref 1% 11% 0% 0% N/A 0% 0% 0% 0% 0% 4% 0% 4% 0%

100% 100% 100% 100% N/A 100% 100% 100% 100% 100% 100% 100% 100% 100%

10

“Did you feel the amount of detouring to pick up or drop off other passengers on this ride was acceptable, somewhat inconvenient or very inconvenient?” (Q96C)

Three-quarters of all passengers sharing a ride say they found the amount of time detouring to pick up or drop off other passengers acceptable (75%).

One in ten say it was somewhat inconvenient (11%) and 7% say it was very inconvenient.

75%

11%

7%8%

Opinion About Amount of Time Detouring

Acceptable Somewhat inconvenientVery inconvenient Don't know

Based on total customers who shared ride and were picked up/dropped off different locations: 373

2009 Program Responses – Opinion About Amount of Time Detouring

Total Alam

eda

Alba

ny

Berk

eley

Emery

ville

Frem

ont

Hayw

ard

Newa

rk

Oakla

nd T

axi

Oakla

nd V

an

Pleas

anto

n Sa

n Le

andr

o Un

ion C

ity

Whe

els

Base 373 20 10 9 0 28 28 41 8 13 61 72 16 54Acceptable 75% 74% 80% 79% N/A 73% 87% 83% 50% 57% 92% 80% 78% 64%Somewhat inconvenient 11% 16% 20% 7% N/A 13% 13% 10% 13% 29% 6% 9% 13% 10%

Very inconvenient 7% 11% 0% 7% N/A 3% 0% 3% 6% 14% 0% 3% 4% 20%Don't know/Ref 8% 0% 0% 7% N/A 10% 0% 3% 31% 0% 2% 9% 4% 6%

100% 100% 100% 100% N/A 100% 100% 100% 100% 100% 100% 100% 100% 100%

11

“For your most recent trip using (Paratransit Service), did the vehicle pick you up earlier than scheduled, on time, later than scheduled, or did the vehicle not show up at all?” (Q98)

Three-quarters of users this year say the vehicle arrived on time (76%). One in ten report the vehicle arrived earlier (10%), while 8% say it was either late or did not show up at all.

In 2007, fewer reported the vehicle was on time (65%); rather than being more apt to say it was late or early than users say today, they were more likely to not be sure (11% don’t know).

10%

76%

7%1%

6%13%

65%

8%2%

11%

0%10%20%30%40%50%60%70%80%

Earlier On Time Later Didn't Show Up

Don't Know

When Vehicle Arrived

2009 2007


Although still representing a minority of all Wheels riders, they are the only ones who standout as being more apt to report the vehicle was late or did not show up at all (13%)

2009 Program Responses – When Vehicle Arrived

Total Alam

eda

Alba

ny

Berk

eley

Emer

yville

Frem

ont

Hayw

ard

Newa

rk

Oakla

nd T

axi

Oakla

nd V

an

Pleas

anto

n Sa

n Le

andr

o Un

ion C

ity

Whe

els

Base 1308 122 56 157 82 122 99 80 112 42 103 129 89 115Earlier 10% 9% 5% 6% 0% 18% 19% 20% 5% 9% 7% 4% 7% 15%On time 76% 62% 86% 72% 88% 70% 71% 76% 78% 73% 82% 87% 89% 70%Later 7% 8% 5% 10% 0% 8% 5% 4% 8% 0% 4% 4% 3% 12%Did not show up 1% 3% 0% 2% 0% 0% 0% 0% 2% 0% 1% 0% 1% 1%DK 6% 18% 5% 11% 13% 3% 5% 0% 7% 18% 4% 6% 0% 1%

100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

12

2007 Program Responses – When Vehicle Arrived

Total Alam

eda

Alba

ny

Berk

eley

Emer

yville

Frem

ont

Hayw

ard

Newa

rk

Oakla

nd T

axi

Oakla

nd V

an

Pleas

anto

n Sa

n Le

andr

o Un

ion C

ity

Whe

els

Base 1033 41 16 85 10 201 79 77 50 10 107 164 122 71Earlier 13% 7% 8% 6% 0% 19% 12% 14% 9% 11% 13% 11% 12% 26%On time 65% 67% 58% 69% 86% 54% 64% 71% 76% 78% 70% 67% 67% 61%Later 8% 5% 17% 13% 0% 12% 11% 1% 11% 11% 6% 4% 10% 10%Did not show up 2% 2% 0% 4% 7% 4% 0% 1% 1% 0% 2% 0% 3% 2%DK 11% 19% 17% 8% 7% 12% 13% 13% 3% 0% 9% 19% 8% 1%

99% 100% 100% 100% 100% 101% 100% 100% 100% 100% 100% 101% 100% 100%

“On your most recent trip using (Paratransit Service), did you get to your destination earlier than you expected, on time, or later than you expected?” (Q101)

Three-quarters of users say they got to their destination on time on their most recent trip (75%). Among the remainder, users are three times more likely to say they arrived earlier rather than later (14%, earlier v. 5%, late).

In 2007, fewer said they arrived on time on their most recent trip (62%). This difference year-over-year is due to a slight decrease in the number who say they arrived earlier (14% v. 18%) and a significant decrease in the number who say they are unsure (5% v. 12%).

14%

75%

5% 5%

18%

62%

7%12%

0%10%20%30%40%50%60%70%80%

Earlier On Time Later Don't Know

When Arrived at Destination

2009 2007


13

Among the jurisdictions, riders with Hayward and Oakland Taxi are far more likely to say they arrived earlier rather than later.

Wheels users, on the other hand, are as likely to say they arrived earlier as they are to say they arrived later.

2009 Program Responses – When Arrived at Destination

Total Alam

eda

Alba

ny

Berk

eley

Emer

yville

Frem

ont

Hayw

ard

Newa

rk

Oakla

nd T

axi

Oakla

nd V

an

Pleas

anto

n Sa

n Le

andr

o Un

ion C

ity

Whe

els

Base 1308 122 56 157 82 122 99 80 112 42 103 129 89 115Earlier 14% 14% 9% 12% 13% 16% 17% 22% 18% 9% 13% 4% 15% 18%On time 75% 59% 86% 75% 75% 77% 76% 69% 73% 86% 81% 87% 79% 64%Later 5% 7% 0% 5% 0% 5% 2% 6% 3% 0% 3% 0% 4% 16%Don't know 5% 20% 5% 7% 13% 2% 5% 2% 5% 5% 3% 9% 1% 2%

100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

2007 Program Responses – When Arrived at Destination

Total Alam

eda

Alba

ny

Berk

eley

Emer

yville

Frem

ont

Hayw

ard

Newa

rk

Oakla

nd T

axi

Oakla

nd V

an

Pleas

anto

n Sa

n Le

andr

o Un

ion C

ity

Whe

els

Base 1033 41 16 85 10 201 79 77 50 10 107 164 122 71Earlier 18% 16% 25% 10% 7% 23% 14% 20% 19% 11% 22% 15% 14% 32%On time 62% 54% 42% 64% 86% 52% 65% 65% 67% 78% 67% 63% 67% 58%Later 7% 7% 8% 15% 7% 11% 8% 0% 11% 11% 3% 4% 8% 7%DK 12% 22% 25% 11% 0% 14% 13% 15% 3% 0% 8% 19% 11% 3%

99% 99% 100% 100% 100% 100% 100% 100% 100% 100% 100% 101% 100% 100%

14

“How many minutes did your most recent trip take from the time you were picked up until the time you were dropped off?” (Q101A)

Two in ten users this year – when the question was posed for the first time – say their most recent trip took 10 minutes or less (20%).

Four in ten say it took between 11 and 20 minutes (42%), and one-quarter say it took more than 20 minutes (24%).

Trips in excess of 21 minutes are more likely to be reported by Wheels users (42%), Oakland Van riders (36%) and Albany users (36%). Fremont users are less likely to have taken trips of this length (15%).

2009 Program Responses – How Many Minutes Most Recent Trip Took

Total Alam

eda

Alba

ny

Berk

eley

Emer

yville

Frem

ont

Hayw

ard

Newa

rk

Oakla

nd T

axi

Oakla

nd V

an

Pleas

anto

n Sa

n Le

andr

o Un

ion C

ity

Whe

els

Base 1308 122 56 157 82 122 99 80 112 42 103 129 89 1151 to 5 minutes 3% 3% 0% 2% 0% 3% 0% 2% 5% 0% 1% 4% 5% 5%6 to 10 minutes 17% 7% 0% 17% 25% 23% 5% 12% 24% 18% 18% 17% 19% 12%11 to 20 minutes 42% 33% 45% 47% 25% 52% 57% 47% 41% 32% 34% 33% 38% 40%More than 20 minutes 24% 24% 36% 20% 13% 15% 24% 24% 18% 36% 27% 30% 22% 42%Don't know/Ref 13% 33% 18% 15% 38% 7% 14% 14% 11% 14% 19% 17% 15% 1%

100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

“Was your most recent trip one-way or a round-trip?” (Q101B)

Asked for the first time whether their latest trip was one-way or round-trip, 63% say it was round-trip, compared to 34% saying it was one-way.

Users more likely to have taken a round-trip are users of Hayward (81%), Pleasanton (81%), Union City (79%) and Wheels (80%).

Users more likely to have taken a one-way trip are those in Berkeley (55%), Alameda (43%) and San Leandro (50%).

15

34%

63%

3%Whether Trip was One-way or Round-trip

One way Round trip Don't knowBased on total customers surveyed: 1,308

2009 Program Responses – Whether Most Recent Trip Was Round-trip

Total Alam

eda

Alba

ny

Berk

eley

Emer

yville

Frem

ont

Hayw

ard

Newa

rk

Oakla

nd T

axi

Oakla

nd V

an

Pleas

anto

n Sa

n Le

andr

o Un

ion C

ity

Whe

els

Base 1308 122 56 157 82 122 99 80 112 42 103 129 89 115One way 34% 43% 41% 55% 38% 25% 14% 24% 48% 32% 16% 50% 18% 20%Round trip 63% 40% 59% 40% 50% 74% 81% 73% 50% 68% 81% 48% 79% 80%Don't know/Ref 3% 17% 0% 5% 13% 1% 5% 2% 2% 0% 3% 2% 3% 0%

100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

16

C. Change In Service From Last Year

“Over the past year, do you feel that the service provided by (Paratransit Service) has gotten better, remained the same or gotten worse?” (Q51)

A majority (56%) of paratransit customers judge that their service has stayed the same compared to the prior year and 29% think that it has improved. Only 4% say that the service is worse.

In 2007 36% of the customers indicated that their service changed for the better as compared to 29% in 2009.

It should be noted that a greater level of non-response occurred in 2007.

Better Stayed Same Worse Used <1 Year DK/Refused0%

10%

20%

30%

40%

50%

60%

29%

56%

4% 4%7%

36%31%

9%5%

19%

Change In Service Over Past Year

2009 2007

2009 data based on customers who used service in prior year: 728Percents may total more than 100% due to rounding

2009 Program Responses- Change In Service Over Past Year

Total Alam

eda

Alban

y

Berke

ley

Emer

yville

Frem

ont

Hayw

ard

Newa

rk

Oakla

nd Ta

xi Oa

kland

Van

Pleas

anto

n Sa

n Lea

ndro

Un

ion C

ity

Whe

els

Base 728 34 10 87 3 132 28 20 116 15 54 88 39 102Better 29% 30% 17% 26% 17% 33% 9% 27% 26% 30% 48% 23% 43% 27%Stayed Same 56% 51% 72% 64% 67% 47% 51% 57% 60% 60% 41% 67% 51% 54%Worse 4% 8% 0% 4% 17% 4% 11% 5% 4% 5% 2% 0% 0% 9%Used <1 Year 4% 0% 6% 2% 0% 4% 11% 11% 3% 0% 2% 4% 0% 7%DK 6% 6% 6% 5% 0% 11% 14% 0% 6% 5% 8% 4% 6% 2%Refused 1% 6% 0% 0% 0% 0% 3% 0% 1% 0% 0% 2% 0% 0%

100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

17

2007 Program Responses- Change In Service Over Past Year

“What is the main reason you say the service provided by (Paratransit Service) has gotten worse over the past year?” (Q52)

Just 4% of all 2009 users say service has worsened over the past year. These handful of users most often point to late service, rude drivers and recent cutbacks as the reasons for this negative opinion.

Among the 9% in 2007 who said service had worsened over the previous year, the primary reasons for this belief came from the schedule worsening and rude drivers.

Total Alam

eda

Alban

y

Berk

eley

Emery

ville

Frem

ont

Hayw

ard

Newa

rk

Oakla

nd Ta

xi Oa

kland

Van

Pleas

anto

n Sa

n Le

andr

o Un

ion C

ity

Whe

els

Base 1033 41 16 85 10 201 79 77 50 10 107 164 122 71Better 36% 28% 17% 29% 29% 40% 27% 31% 30% 33% 49% 32% 40% 47%Stayed Same 31% 26% 33% 42% 43% 25% 27% 29% 33% 39% 29% 33% 34% 31%Worse 9% 7% 17% 16% 7% 7% 7% 11% 20% 22% 7% 4% 4% 13%Used <1 Year 5% 5% 17% 1% 7% 7% 12% 5% 2% 0% 3% 7% 3% 3%DK 19% 33% 17% 11% 14% 21% 27% 25% 15% 6% 13% 24% 19% 5%Refused

100% 99% 101% 99% 100% 100% 100% 101% 100% 100% 101% 100% 100% 99%

18

D. Complaints About and Being Turned Down for Service

“Have you ever made a complaint about (Paratransit Service)?” (Q87)

The percent of customers reporting that they made a complaint about their paratransit service is comparable to that in 2007.

Most likely to report having made a complaint are Wheels users and both Oakland Taxi and Oakland Van riders.

In 2007, Wheels users were also more likely to have made a complaint, even more so than today.

Yes No Don't Know/Refused0%

10%20%30%40%50%60%70%80%90%

13%

85%

2%

15%

84%

1%

Complaint Made

2009 2007


2009 Program Responses - Complaint Made

2007 Program Responses - Complaint Made

Total Alamed

a

Alban

y

Berk

eley

Emery

ville

Fremon

t Ha

ywar

d Ne

wark

Oakla

nd Ta

xi Oa

kland

Van

Pleas

anto

n Sa

n Le

andr

o Un

ion C

ity

Wheels

Base 1308 122 56 157 82 122 99 80 112 42 103 129 89 115Yes 13% 10% 2% 15% 1% 13% 2% 8% 27% 24% 2% 2% 6% 34%No 85% 84% 98% 82% 93% 83% 92% 91% 73% 76% 97% 97% 94% 65%DK 2% 6% 0% 3% 5% 4% 6% 0% 0% 0% 0% 1% 0% 0%Refused 0% 1% 0% 0% 1% 0% 0% 1% 0% 0% 1% 0% 0% 1%

100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

Total Alam

eda

Alban

y

Berk

eley

Emery

ville

Frem

ont

Hayw

ard

Newa

rk

Oakla

nd Ta

xi Oa

kland

Van

Pleas

anto

n Sa

n Le

andr

o Un

ion C

ity

Whe

els

Base 1033 41 16 85 10 201 79 77 50 10 107 164 122 71Yes 15% 21% 0% 26% 14% 19% 9% 6% 29% 22% 3% 7% 8% 43%No 84% 78% 100% 72% 86% 81% 89% 94% 69% 72% 96% 91% 92% 56%DK 1% 1% 0% 2% 0% 1% 2% 0% 2% 6% 1% 2% 0% 1%Refused

100% 100% 100% 100% 100% 101% 100% 100% 100% 100% 100% 100% 100% 100%

19

“What was the complaint about?” (Q88)

Among the 13% in 2009 who report having made a complaint, one-quarter say they called to complain because they were never picked up (25%), and about as many say they complained about a rude driver (24%) or complained because they were picked up late (22%).

In 2007, 25% reported never having been picked up, 24% reported they were picked up late, and 20% complained about a rude driver.

Rude DriversSome examples from users’ comments regarding the driver being rude include:

– “The driver keeps the meter running.”– “A rude and aggressive driver. He was verbally aggressive to me as a passenger.”– “The complaint was that the driver screamed at me.”– “The driver rushed me and called me a [OBSCENITY].”– “There was a very nasty driver. He or she, I don’t remember, had a bad attitude.”– “A very rude taxi driver. He made unfavorable and unkind statements.”

2009 Program Responses – Reason for Complaint

Total Alam

eda

Alba

ny

Berk

eley

Emer

yville

Frem

ont

Hayw

ard

Newa

rk

Oakla

nd T

axi

Oakla

nd V

an

Pleas

anto

n Sa

n Le

andr

o Un

ion C

ity

Whe

els

Base 151 12 1 24 1 16 2 6 30 10 2 3 5 39Never got picked up 25% 17% 100% 25% 0% 25% 0% 33% 27% 20% 0% 0% 40% 28%Rude driver 24% 8% 0% 29% 100% 13% 0% 0% 40% 10% 0% 67% 20% 18%For being late for pickup 22% 17% 0% 25% 0% 25% 50% 17% 10% 50% 50% 0% 20% 26%Bad ride experience/safety

9% 17% 0% 13% 0% 13% 50% 0% 3% 20% 0% 33% 0% 5%

No ride available 9% 8% 0% 4% 0% 19% 0% 33% 7% 10% 50% 0% 20% 5%Dispatch was rude 6% 0% 0% 0% 0% 13% 0% 17% 10% 10% 0% 0% 0% 3%Route took too long 6% 0% 0% 4% 0% 0% 0% 0% 3% 0% 0% 0% 0% 15%Difficult to make reservations

6% 8% 0% 13% 0% 0% 0% 0% 0% 0% 0% 0% 0% 13%

Wouldn't take scripts/vouchers

2% 8% 0% 0% 0% 0% 0% 0% 7% 0% 0% 0% 0% 0%

Other 1% 0% 0% 0% 0% 0% 0% 0% 3% 0% 0% 0% 0% 0%No answer 2% 17% 0% 4% 0% 0% 0% 17% 0% 0% 0% 0% 0% 3%

111% 100% 100% 117% 100% 106% 100% 117% 110% 120% 100% 100% 100% 115%

20

2007 Program Responses – Reason for Complaint

Total Alam

eda

Alba

ny

Berk

eley

Emer

yville

Frem

ont

Hayw

ard

Newa

rk

Oakla

nd T

axi

Oakla

nd V

an

Pleas

anto

n Sa

n Le

andr

o Un

ion C

ity

Whe

els

Base 155 9 0 22 1 38 7 5 15 2 3 11 10 31Never got picked up 25% 24% 0% 12% 50% 33% 33% 17% 19% 25% 0% 0% 63% 26%For being late for pickup 24% 24% 0% 38% 50% 24% 33% 50% 12% 25% 0% 29% 0% 19%Rude driver 20% 24% 0% 19% 0% 14% 11% 17% 27% 25% 33% 29% 38% 16%Difficult to make reservations

8% 6% 0% 4% 0% 10% 0% 17% 8% 0% 33% 0% 0% 14%

Bad ride experience/safety

7% 0% 0% 15% 0% 5% 11% 0% 0% 0% 0% 14% 0% 9%

Dispatch was rude 6% 6% 0% 4% 0% 10% 11% 0% 15% 25% 33% 0% 0% 0%Route took too long 5% 12% 0% 4% 0% 0% 0% 0% 0% 0% 0% 14% 0% 12%Wouldn't take scripts/vouchers

2% 0% 0% 0% 0% 5% 0% 0% 8% 0% 0% 0% 0% 0%

No ride available 1% 0% 0% 0% 0% 0% 0% 0% 8% 0% 0% 0% 0% 0%Other 2% 0% 0% 0% 0% 0% 0% 0% 4% 0% 0% 14% 0% 2%No answer 1% 6% 0% 4% 0% 0% 0% 0% 0% 0% 0% 0% 0% 2%

101% 102% 0% 100% 100% 101% 99% 101% 101% 100% 99% 100% 101% 100%

“Were you very satisfied, somewhat satisfied, somewhat unsatisfied or very unsatisfied with the way your complaint was handled?” (Q89)

While more than half of those having made a complaint say they were satisfied with how their complaint was handled (54%), a sizeable four in ten say they were unsatisfied, with three in ten saying they were very dissatisfied (41% unsatisfied overall and 30% very unsatisfied).

In 2007, a similar 53% were satisfied with the handling of their complaint. Nearly identical numbers as this year were unsatisfied overall and very unsatisfied in particular.

21

26%28%

11%

29%

5%

25%28%

11%

29%

7%

0%

5%

10%

15%

20%

25%

30%

35%

Very Satisfied Somewhat satisfied

Somewhat unsatisfied

Very unsatisfied

Don't Know

Satisfaction With Way Complaint Handled

2009 2007

Based on customers who made a complaint: 151Percents may total more than 100% due to rounding

With a relatively small group of users having made a complaint, it is not possible to compare the responses of the individual jurisdictions’ users.

2009 Program Responses – Satisfaction With Way Complaint Handled

Total Alam

eda

Alba

ny

Berk

eley

Emer

yville

Frem

ont

Hayw

ard

Newa

rk

Oakla

nd T

axi

Oakla

nd V

an

Pleas

anto

n Sa

n Le

andr

o Un

ion C

ity

Whe

els

Base 151 12 1 24 1 16 2 6 30 10 2 3 5 39Very Satisfied 26% 0% 0% 25% 100% 31% 50% 33% 30% 20% 50% 33% 0% 23%Somewhat satisfied 28% 42% 0% 33% 0% 25% 0% 50% 20% 30% 0% 0% 20% 36%Somewhat unsatisfied 11% 25% 0% 4% 0% 13% 50% 0% 10% 0% 0% 0% 60% 13%Very unsatisfied 29% 8% 0% 29% 0% 19% 0% 17% 40% 50% 50% 67% 20% 26%DK 5% 25% 100% 8% 0% 13% 0% 0% 0% 0% 0% 0% 0% 3%

100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

22

2007 Program Responses – Satisfaction With Way Complaint Handled

Total Alam

eda

Alba

ny

Berk

eley

Emer

yville

Frem

ont

Hayw

ard

Newa

rk

Oakla

nd T

axi

Oakla

nd V

an

Pleas

anto

n Sa

n Le

andr

o Un

ion C

ity

Whe

els

Base 155 9 0 22 1 38 7 5 15 2 3 11 10 31Very Satisfied 25% 24% 0% 19% 50% 14% 44% 33% 27% 25% 33% 29% 38% 28%Somewhat satisfied 28% 41% 0% 15% 0% 33% 22% 17% 27% 25% 33% 29% 38% 30%Somewhat unsatisfied 11% 0% 0% 23% 0% 5% 0% 0% 19% 0% 33% 14% 0% 14%Very unsatisfied 29% 29% 0% 31% 0% 38% 22% 50% 23% 25% 0% 29% 25% 26%DK 7% 6% 0% 12% 50% 10% 11% 0% 4% 25% 0% 0% 0% 2%

100% 100% 0% 100% 100% 100% 99% 100% 100% 100% 99% 101% 101% 100%

“What was the main reason you were unsatisfied with the way your complaint was handled?” (Q89A)

For the first time, those users who were dissatisfied with the handling of their complaint were asked for the main reason for their dissatisfaction.

Nearly six in ten (57%) of those dissatisfied with how their complaint was handled complain that nothing was done.

Three in ten (29%) of them say no one ever answered or responded to their complaint. With so few respondents answering the question, comparisons among jurisdictions is

not possible.

2009 Program Responses – Main Reason for Dissatisfaction With How Complaint Was Handled

Total Alam

eda

Alba

ny

Berk

eley

Emery

ville

Frem

ont

Hayw

ard

Newa

rk

Oakla

nd T

axi

Oakla

nd V

an

Pleas

anto

n Sa

n Le

andr

o Un

ion C

ity

Whe

els

Base 62 4 0 8 0 5 1 1 15 5 1 2 4 15

Nothing was done 57% 50% N/A 13% N/A 100% 100% 100% 60% 40% 0% 0% 50% 67%

Never answered/ never called back

29% 0% N/A 50% N/A 20% 0% 0% 27% 0% 100% 100% 0% 27%

Rudeness/bad attitude 10% 0% N/A 0% N/A 0% 100% 0% 13% 20% 0% 0% 0% 13%

They never apologized 8% 0% N/A 13% N/A 20% 0% 0% 7% 20% 100% 0% 0% 0%Had to make too many calls 5% 25% N/A 13% N/A 0% 0% 0% 0% 40% 0% 0% 25% 0%Said I was at fault 3% 0% N/A 13% N/A 0% 0% 0% 0% 0% 0% 0% 0% 7%Don't know/Ref 6% 25% N/A 0% N/A 0% 0% 0% 13% 0% 0% 0% 25% 0%

118% 100% N/A 100% N/A 140% 200% 100% 120% 120% 200% 100% 100% 113%

23

“Have you ever tried to make a reservation on (Paratransit Service) but were not able to get a reservation? (Q83)

This year, three in ten say they have tried to make a reservation in the past and were not able to get one (31%). Nearly two-thirds say they have never been turned down for a reservation (63%).

In 2007, slightly more reported having been turned down when making a reservation (35%).

31%

63%

6%

35%

60%

4%

0%

10%

20%

30%

40%

50%

60%

70%

Turned Down Not Turned Down Don't Know

Whether Have Been Turned Down for Reservation

2009 2007


This year, Emeryville and Albany paratransit users are least likely to report having been turned down. On the other side of the spectrum are the Newark and Fremont users, who are most likely to say they have been turned down when making a reservation.

In 2007, Wheels users were most likely to have been turned down, followed by those in Fremont.

2009 Program Responses – Whether Have Been Turned Down for Reservation

Total Alam

eda

Alba

ny

Berk

eley

Emer

yville

Frem

ont

Hayw

ard

Newa

rk

Oakla

nd T

axi

Oakla

nd V

an

Pleas

anto

n Sa

n Le

andr

o Un

ion C

ity

Whe

els

Base 1308 122 56 157 82 122 99 80 112 42 103 129 89 115Yes, turned down 31% 14% 5% 23% 4% 50% 43% 55% 27% 26% 39% 19% 37% 34%No, not turned down 63% 70% 89% 73% 85% 42% 52% 39% 71% 74% 54% 74% 63% 65%DK 6% 16% 5% 4% 11% 8% 5% 6% 3% 0% 7% 7% 0% 1%

100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

24

2007 Program Responses – Whether Have Been Turned Down for Reservation

Total Alam

eda

Alba

ny

Berk

eley

Emer

yville

Frem

ont

Hayw

ard

Newa

rk

Oakla

nd T

axi

Oakla

nd V

an

Pleas

anto

n Sa

n Le

andr

o Un

ion C

ity

Whe

els

Base 1033 41 16 85 10 201 79 77 50 10 107 164 122 71Yes, turned down 35% 14% 0% 24% 14% 47% 39% 36% 21% 11% 36% 31% 35% 60%No, not turned down 60% 80% 92% 70% 86% 48% 58% 60% 74% 78% 63% 64% 61% 40%DK 4% 6% 8% 6% 0% 5% 3% 4% 5% 11% 2% 5% 4% 0%

99% 100% 100% 100% 100% 100% 100% 100% 100% 100% 101% 100% 100% 100%

“Why were you unable to get a reservation? (Q84)

This year, the number one reason, cited by half of all users who had been turned down, was the schedule was full (51%).

Another one in ten each in 2009 say the time they requested was outside of normal service hours or they called too late to be able to make a reservation.

A full schedule was also the clear number one reason for being turned down in 2007 (55%), and one in ten then also pointed to the time request being outside of normal hours or calling too late.

In 2009, Newark Paratransit users stand out as being most likely to say they were turned down because the schedule was full (75%).

This year, Wheels users who were turned down are also more apt to cite a full schedule as the reason (67%).

25

2009 Program Responses – Why Unable to Get a Reservation

Total Alam

eda

Alba

ny

Berk

eley

Emer

yville

Frem

ont

Hayw

ard

Newa

rk

Oakla

nd T

axi

Oakla

nd V

an

Pleas

anto

n Sa

n Le

andr

o Un

ion C

ity

Whe

els

Base 385 17 3 36 3 61 43 44 30 11 40 25 33 39Schedule was full 51% 24% 33% 23% 33% 56% 53% 75% 30% 45% 45% 64% 48% 67%Called too late to get a reservation

11% 6% 0% 11% 0% 15% 12% 2% 3% 9% 25% 8% 6% 8%

Time requested was outside normal service

10% 29% 33% 9% 0% 8% 5% 7% 3% 18% 13% 20% 24% 5%

Bad service 4% 18% 0% 0% 0% 2% 5% 5% 10% 0% 0% 0% 9% 8%No available drivers 3% 6% 0% 17% 0% 3% 2% 2% 0% 9% 0% 0% 3% 0%Service doesn't travel to that location

3% 0% 0% 3% 0% 2% 5% 0% 13% 0% 3% 0% 3% 0%

They never showed up 3% 0% 0% 14% 0% 2% 2% 0% 10% 0% 0% 0% 0% 0%No same day service 2% 6% 0% 0% 0% 3% 0% 0% 3% 9% 5% 0% 3% 3%Technical difficulties/Car problems

2% 0% 0% 3% 0% 3% 2% 5% 0% 9% 3% 0% 0% 0%

Showed up too late 2% 6% 0% 3% 0% 0% 0% 0% 3% 0% 0% 0% 0% 10%They never answered the phone

2% 0% 0% 0% 33% 2% 0% 0% 3% 0% 0% 8% 0% 0%

Drivers won't take coupons 1% 0% 0% 11% 0% 0% 0% 0% 7% 0% 0% 0% 0% 0%Have to try EBP first 1% 0% 0% 0% 0% 2% 5% 0% 0% 0% 0% 0% 0% 0%Not enough rides 1% 0% 0% 0% 0% 0% 0% 0% 7% 0% 0% 0% 0% 0%Language barrier 1% 0% 0% 0% 0% 2% 0% 0% 0% 0% 0% 0% 3% 0%Not qualified 0% 0% 0% 0% 0% 0% 2% 0% 0% 0% 0% 0% 0% 0%Other 1% 0% 33% 0% 0% 2% 2% 0% 0% 0% 0% 0% 0% 0%DK 3% 6% 0% 6% 33% 0% 5% 5% 7% 0% 8% 0% 0% 0%

100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

26

2007 Program Responses – Why Unable to Get a Reservation

Total Alam

eda

Alba

ny

Berk

eley

Emer

yville

Frem

ont

Hayw

ard

Newa

rk

Oakla

nd T

axi

Oakla

nd V

an

Pleas

anto

n Sa

n Le

andr

o Un

ion C

ity

Whe

els

Base 362 6 0 20 1 94 31 28 11 1 39 51 43 43Schedule was full 55% 18% 0% 35% 0% 67% 56% 61% 37% 100% 41% 53% 60% 54%Called too late to get a reservation

12% 45% 0% 9% 0% 12% 10% 3% 5% 0% 24% 13% 14% 7%

Time requested was outside normal service

11% 9% 0% 9% 0% 8% 15% 8% 21% 0% 16% 13% 6% 15%

No same day service 4% 0% 0% 0% 0% 6% 3% 3% 0% 0% 3% 3% 3% 8%Not enough rides 3% 0% 0% 0% 0% 0% 5% 3% 5% 0% 5% 9% 3% 2%No available drivers 2% 0% 0% 4% 0% 0% 3% 8% 5% 0% 5% 0% 3% 0%Bad service 2% 9% 0% 9% 0% 2% 0% 0% 5% 0% 0% 3% 0% 5%Service doesn't travel to that location

1% 0% 0% 4% 0% 0% 0% 6% 5% 0% 0% 0% 6% 0%

Not qualified 1% 9% 0% 4% 0% 0% 0% 0% 0% 0% 0% 3% 0% 0%They never answered the phone

1% 0% 0% 4% 0% 0% 3% 0% 11% 0% 3% 0% 0% 3%

They never showed up 1% 0% 0% 9% 100% 0% 0% 0% 0% 0% 3% 0% 0% 0%Technical difficulties/Car problems

0% 0% 0% 4% 0% 0% 0% 3% 0% 0% 0% 0% 0% 0%

Other 1% 0% 0% 0% 0% 2% 0% 6% 0% 0% 0% 0% 0% 0%DK 4% 9% 0% 9% 0% 4% 5% 0% 5% 0% 0% 3% 6% 5%

98% 99% 0% 100% 100% 101% 100% 101% 99% 100% 100% 100% 101% 99%

27

“What did you do when you were turned down or not able to get that reservation?” (Q86)

About one-third of those turned down for a reservation say they had a friend or family member take them to their destination (34%). Three in ten say they did not make the trip (30%).

A comparable 36% in 2007 said they didn’t make the trip, while another quarter got a ride from a friend or family member (26%).

Some jurisdictions had too few users falling into this category; among those with a sufficient number to analyze, it appears users in San Leandro are more likely to have relied on a family member or a friend to take them (56%), while Wheels users are more apt to have not made the trip (44%).

2009 Program Responses – What Did After Not Getting Reservation

Total Alam

eda

Alba

ny

Berk

eley

Emer

yville

Frem

ont

Hayw

ard

Newa

rk

Oakla

nd T

axi

Oakla

nd V

an

Pleas

anto

n Sa

n Le

andr

o Un

ion C

ity

Whe

els

Base 385 17 3 36 3 61 43 44 30 11 40 25 33 39Got a ride from friend/ family member

34% 24% 33% 25% 0% 38% 28% 27% 20% 18% 43% 56% 36% 26%

Didn't make the trip 30% 35% 33% 36% 67% 28% 23% 34% 20% 36% 23% 24% 39% 44%Got a ride from another service 20% 12% 0% 19% 33% 21% 33% 25% 17% 27% 23% 16% 21% 8%Took other form of public transit

12% 0% 33% 8% 0% 16% 26% 9% 17% 18% 8% 4% 9% 5%

Rescheduled the reservation 7% 24% 0% 8% 0% 7% 0% 7% 10% 18% 3% 8% 0% 10%Called program to complain 2% 0% 0% 3% 0% 0% 0% 0% 7% 0% 0% 0% 3% 10%Took a taxi 2% 12% 0% 3% 0% 2% 2% 0% 3% 0% 0% 0% 0% 3%Drove myself 1% 0% 0% 3% 0% 0% 2% 0% 0% 0% 0% 0% 3% 0%Other 0% 0% 0% 0% 0% 2% 0% 0% 0% 0% 0% 0% 0% 0%DK/Ref. 2% 0% 0% 6% 0% 0% 2% 2% 3% 0% 10% 0% 0% 0%Total 109% 106% 100% 111% 100% 113% 116% 105% 97% 118% 108% 108% 112% 105%

28

2007 Program Responses – What Did After Not Getting Reservation

Total Alam

eda

Alba

ny

Berk

eley

Emer

yville

Frem

ont

Hayw

ard

Newa

rk

Oakla

nd T

axi

Oakla

nd V

an

Pleas

anto

n Sa

n Le

andr

o Un

ion C

ity

Whe

els

Base 362 6 0 20 1 94 31 28 11 1 39 51 43 43Didn't make the trip 36% 45% 0% 21% 0% 36% 31% 17% 37% 50% 30% 41% 43% 49%Got a ride from friend/ family member

26% 9% 0% 25% 50% 23% 23% 31% 21% 50% 38% 31% 26% 22%

Got a ride from another service 22% 9% 0% 33% 0% 28% 28% 14% 26% 0% 24% 9% 23% 14%Took other form of public transit

16% 27% 0% 25% 50% 11% 18% 42% 16% 0% 16% 19% 9% 3%

Rescheduled the reservation 4% 0% 0% 4% 0% 4% 5% 0% 21% 0% 0% 3% 3% 10%Called program to complain 3% 9% 0% 4% 0% 6% 3% 0% 0% 0% 0% 3% 0% 3%Drove myself 2% 0% 0% 0% 0% 0% 3% 0% 0% 0% 8% 0% 3% 2%Other 0% 0% 4% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0%Total 109% 99% 4% 112% 100% 108% 111% 104% 121% 100% 116% 106% 107% 103%

E. Trip Type

“What was the main purpose of your most recent trip using (PARATRANSIT SERVICE)?” (Q96)

The majority (57%) of trips are for medical appointments. The 2009 survey data are comparable to the 2007 findings, although there is an

increase in trips for shopping/banking.

2009 2007Medical Appointment 57% 58%Shopping/Banking 15% 10%Visiting/Recreation/Social 9% 9%Errands 4% 4%Senior Center 3% 2%Religious Institution 2% 2%School/College 2% 1%Work 2% 3%Adult Day Care 1% 1%Other Transportation 1% 1%Volunteering 0% 0%Other 1% 0%Meal Program 0% 0%Don't Know 2% 9%Refused 0% 0%Never used service 0% 2%

100% 102%

29


2009 Program Responses – Trip Type

2007 Program Responses – Trip Type

Total Alam

eda

Alban

y

Berke

ley

Emer

yville

Frem

ont

Hayw

ard

Newa

rk

Oakla

nd Ta

xi Oa

kland

Van

Pleas

anton

Sa

n Lea

ndro

Union

City

Whe

els

Base 1308 122 56 157 82 122 99 80 112 42 103 129 89 115Medical Appointment 57% 64% 73% 58% 63% 61% 74% 71% 55% 55% 49% 35% 58% 63%Shopping / Banking 15% 5% 9% 11% 0% 6% 10% 2% 22% 18% 19% 37% 14% 13%Visiting, Rec /Social 9% 3% 0% 11% 13% 15% 10% 8% 9% 0% 15% 4% 8% 5%Errands 4% 4% 5% 5% 0% 3% 5% 2% 3% 0% 3% 11% 4% 0%Senior Center 3% 0% 5% 2% 0% 7% 0% 4% 1% 0% 6% 4% 3% 3%Religious Institution 2% 4% 0% 1% 0% 2% 0% 2% 4% 5% 0% 2% 3% 1%

School / College 2% 0% 5% 2% 0% 3% 0% 0% 0% 0% 1% 2% 0% 3%Work 2% 0% 0% 2% 0% 0% 0% 0% 2% 9% 0% 4% 1% 5%Adult Day Care 1% 0% 0% 1% 0% 1% 0% 10% 1% 5% 1% 0% 0% 3%Other Transportation 1% 1% 0% 3% 0% 0% 0% 0% 1% 0% 0% 0% 4% 2%Volunteering 0% 0% 0% 0% 0% 1% 0% 0% 0% 0% 1% 0% 1% 0%Other 1% 4% 0% 2% 0% 0% 0% 0% 0% 5% 0% 0% 3% 0%Meal Program 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0%Don't Know 2% 11% 5% 2% 13% 0% 2% 0% 1% 5% 1% 2% 1% 0%Refused 0% 4% 0% 1% 13% 0% 0% 0% 0% 0% 1% 0% 0% 0%

100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

Total Alam

eda

Alban

y

Berk

eley

Emer

yville

Frem

ont

Hayw

ard

Newa

rk

Oakla

nd Ta

xi Oa

kland

Van

Pleas

anto

n Sa

n Le

andr

o Un

ion C

ity

Wheels

Base 1033 41 16 85 10 201 79 77 50 10 107 164 122 71Medical Appointment 58% 67% 42% 66% 79% 55% 80% 74% 55% 83% 49% 40% 63% 53%Shopping / Banking 10% 5% 25% 10% 0% 6% 2% 1% 10% 11% 10% 24% 9% 13%Visiting, Rec /Social 9% 5% 8% 7% 7% 11% 4% 3% 18% 0% 17% 10% 5% 13%Errands 4% 0% 0% 4% 0% 4% 1% 3% 2% 0% 6% 4% 6% 1%Senior Center 2% 0% 0% 2% 7% 3% 0% 1% 4% 0% 3% 1% 1% 2%Religious Institution 2% 1% 0% 0% 0% 3% 1% 1% 4% 0% 0% 1% 1% 5%

School / College 1% 0% 0% 0% 0% 1% 2% 1% 0% 0% 2% 1% 1% 3%Work 3% 0% 0% 3% 0% 2% 0% 5% 3% 6% 5% 2% 2% 7%Adult Day Care 1% 0% 0% 0% 0% 2% 0% 0% 1% 0% 0% 1% 0% 1%Other TransportationVolunteeringOtherMeal Program 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 1% 0% 0% 0%Don't Know 9% 20% 25% 6% 7% 12% 6% 7% 2% 0% 4% 14% 9% 0%RefusedGoing to Bart Station 1% 0% 0% 0% 0% 0% 0% 1% 0% 0% 1% 1% 1% 2%Never used this service 2% 2% 0% 2% 0% 3% 4% 3% 0% 0% 3% 2% 2% 0%

102% 100% 100% 100% 100% 102% 100% 100% 99% 100% 101% 101% 100% 100%

30

F. Travel Options Available To All

Transit Option Use

“When traveling around your town and the East Bay, there are several transit and transportation options that may be available to you. For each of the following transportation options, please tell me if you have used it in the past year.” (Q5all)

Family and friends is the most commonly used transportation option available to all. Note that variation in question wording does not allow for a direct comparison to 2007.

Use of Transit Options Avalable to All% Riders Surveyed

2009Family & Friends 59%East Bay Paratransit 41%BART 32%A.C. Transit 30%Drive Yourself 18%None 9%Don't Know/No Answer <1%

Base =1,308

31

East Bay Paratransit

“Using the…scale of excellent, good, only fair or poor, please rate the job that East Bay Paratransit is doing.” (Q34)

East Bay Paratransit’s job rating shows a slight improvement over 2007: 46% Excellent/Good vs. 44%.


5%

10%

15%

20%

25%

30%

35%

40%

45%

50%

18%

28%

9%

4%

41%

15%

29%

8%5%

44%

Job Rating - East Bay Paratransit

2009 2007


2009 Program Responses – Job Rating East Bay Paratransit

Total Alamed

a

Alban

y

Berk

eley

Emery

ville

Fremon

t Ha

ywar

d Ne

wark

Oakla

nd Ta

xi Oa

kland

Van

Pleas

anto

n Sa

n Le

andr

o Un

ion C

ity

Wheels

Base 1308 122 56 157 82 122 99 80 112 42 103 129 89 115Excellent 18% 24% 19% 14% 9% 21% 23% 20% 19% 23% 19% 14% 24% 11%Good 28% 38% 23% 27% 18% 34% 31% 25% 42% 28% 13% 19% 28% 20%Only fair 9% 11% 19% 15% 10% 6% 9% 4% 12% 12% 2% 6% 11% 10%Poor 4% 5% 6% 5% 6% 2% 6% 4% 8% 12% 2% 2% 5% 6%DK 32% 18% 25% 30% 39% 28% 24% 33% 17% 14% 40% 47% 24% 44%Refused 7% 2% 4% 6% 17% 7% 6% 10% 0% 9% 16% 8% 8% 8%Open 3% 2% 6% 3% 1% 2% 2% 5% 2% 2% 7% 4% 0% 1%

100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

32

2007 Program Responses – Job Rating East Bay Paratransit

A. C. Transit

“Using the same scale of excellent, good, only fair or poor, please rate the job that A. C. Transit is doing.” (Q35)

A. C. Transit positive ratings show a slight decline from the prior survey: 30% Excellent/Good in 2009 vs. 33% in 2007.


10%

20%

30%

40%

50%

60%

9%

21%

11%

4%

55%

6%

27%

10%

4%

53%

Job Rating - A.C. Transit

2009 2007


Total Alam

eda

Alban

y

Berk

eley

Emery

ville

Frem

ont

Hayw

ard

Newa

rk

Oakla

nd Ta

xi Oa

kland

Van

Pleas

anto

n Sa

n Le

andr

o Un

ion C

ity

Whe

els

Base 1033 41 16 85 10 201 79 77 50 10 107 164 122 71Excellent 15% 21% 17% 10% 29% 15% 19% 10% 14% 6% 9% 16% 22% 10%Good 29% 42% 42% 25% 21% 38% 37% 17% 34% 22% 14% 26% 35% 15%Only fair 8% 14% 8% 16% 21% 5% 14% 2% 14% 11% 1% 4% 10% 7%Poor 5% 7% 8% 11% 0% 5% 7% 2% 13% 17% 1% 3% 4% 0%DK 44% 16% 25% 37% 29% 36% 23% 69% 24% 44% 75% 51% 29% 68%RefusedOpen

101% 100% 100% 99% 100% 99% 100% 100% 99% 100% 100% 100% 100% 100%

33

2009 Program Responses – Job Rating A.C. Transit

2007 Program Responses – Job Rating A.C. Transit

Total Alamed

a

Alban

y

Berke

ley

Emer

yville

Fremon

t Ha

ywar

d Ne

wark

Oakla

nd Ta

xi Oa

kland

Van

Pleas

anton

Sa

n Lea

ndro

Un

ion Ci

ty

Wheels


100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

Total Alam

eda

Alban

y

Berk

eley

Emery

ville

Frem

ont

Hayw

ard

Newa

rk

Oakla

nd Ta

xi Oa

kland

Van

Pleas

anto

n Sa

n Le

andr

o Un

ion C

ity

Whe

els


100% 101% 100% 99% 100% 101% 100% 101% 101% 101% 100% 100% 100% 100%

34

BART

“Using the same scale of excellent, good, only fair or poor, please rate the job that BART is doing.” (Q36)

BART’s job rating shows a slight decline over 2007: 42% Excellent/Good in 2009 vs. 47% in 2007.


10%

20%

30%

40%

50%

60%

14%

28%

6%2%

50%

16%

31%

5%2%

46%

Job Rating - BART

2009 2007


2009 Program Responses – Job Rating BART

Total Alamed

a

Alban

y

Berke

ley

Emer

yville

Fremon

t Ha

ywar

d Ne

wark

Oakla

nd Ta

xi Oa

kland

Van

Pleas

anton

Sa

n Lea

ndro

Un

ion Ci

ty

Wheels


100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

35

2007 Program Responses – Job Rating BART

G. Specific services - Comparative Listing of Service Use and Rating

Service Use

“When traveling around your town and the East Bay, there are several transit and transportation options that may be available to you. For each of the following transportation options, please tell me if you have used it in the past year.” (Q5-Q28)

Use varies greatly based on the nature of each specific service: 94% of Wheels riders surveyed used the service in the past year, while 8% of Berkeley persons reported using the Wheelchair Van Service.

Total Alam

eda

Alban

y

Berk

eley

Emery

ville

Frem

ont

Hayw

ard

Newa

rk

Oakla

nd Ta

xi Oa

kland

Van

Pleas

anto

n Sa

n Le

andr

o Un

ion C

ity

Whe

els


100% 100% 100% 99% 100% 100% 100% 101% 100% 100% 100% 100% 100% 100%

Specific Service Use Past Year% Riders Surveyed

Base 2009Alameda Paratransit - Medical Return Trip Progam 79 39%Alameda Paratransit - Premium Taxi Service 79 48%Albany Paratransit - Taxi Subsidy Program 30 41%Albany Paratransit - Shopping Van 30 18%Berkeley Paratransit Taxi Scrip Service 157 78%Berkeley Paratransit Wheelchair Van Service 157 8%Emeryville Senior Center Taxi Vouchers 82 17%Fremont Paratransit 122 76%Hayward Paratransit 99 53%Newark Paratransit 80 80%Oakland Paratransit - Taxi 112 88%Oakland Paratransit - Wheelchair Vouchers 42 60%Pleasanton Paratransit 103 79%San Leandro Flex Shuttle Bus Service 129 47%San Leandro Flex Shuttle Curb-to-Curb 129 24%Union City Paratransit 89 93%Union City Paratransit - Plus 89 35%Wheels Dial-A-Ride 115 94%Base = Riders Specific Services

36

“What is the main reason you use East Bay Paratransit more often than (Paratransit Service) for your transportation needs?” (Q31)

Overall, just 8% report using East Bay Paratransit more often than their local paratransit provider.

The number one reason cited is that East Bay Paratransit is cheaper: 17% say this. One in ten of those users using East Bay Paratransit more often say they just like it

better and a similar number say the scheduling is easier and more readily available (10% each).

In 2007, convenience was cited by far more as a reason they use East Bay Paratransit more often (52%).

The following table shows the reasons cited by users of each agency. (The base numbers are too small to speak to any differences among the agencies.)

2009 Program Responses – Main Reason Use East Bay Paratransit More Often

Total Alam

eda

Alba

ny

Berk

eley

Emer

yville

Frem

ont

Hayw

ard

Newa

rk

Oakla

nd T

axi

Oakla

nd V

an

Pleas

anto

n Sa

n Le

andr

o Un

ion C

ity

Whe

els

Base X X X X X X X X X X X X X XCheaper 17% 17% 40% 23% 33% 0% 0% 0% 30% 20% N/A 0% 14% 0%Like it better/Better service

10% 0% 0% 8% 0% 9% 13% 25% 19% 0% N/A 0% 14% 0%

Scheduling better/easier/available

10% 0% 0% 8% 33% 27% 25% 0% 7% 0% N/A 0% 0% 0%

Just the one I use 10% 8% 0% 0% 0% 18% 0% 0% 4% 20% N/A 100% 0% 50%Goes more places 9% 17% 0% 8% 33% 18% 0% 0% 0% 0% N/A 0% 43% 0%More convenient 8% 4% 0% 8% 0% 0% 13% 25% 11% 0% N/A 0% 14% 50%Better for my health/disability 8% 13% 0% 8% 0% 0% 13% 0% 11% 20% N/A 0% 0% 0%Limit on vouchers 7% 8% 0% 23% 0% 0% 0% 0% 7% 20% N/A 0% 0% 0%More familiar with it 5% 4% 0% 0% 0% 18% 0% 0% 4% 0% N/A 0% 0% 0%Depends where I 'm going 4% 0% 20% 0% 0% 9% 0% 25% 4% 0% N/A 0% 14% 0%Didn't know about other 3% 13% 0% 0% 0% 0% 13% 25% 0% 0% N/A 0% 0% 0%Have vouchers for them 3% 13% 0% 8% 0% 0% 0% 0% 0% 0% N/A 0% 0% 0%More reliable 2% 0% 0% 8% 0% 0% 25% 0% 0% 0% N/A 0% 0% 0%Get them at Mastick Center 1% 4% 0% 0% 0% 0% 0% 0% 0% 0% N/A 0% 0% 0%Safer 1% 0% 20% 0% 0% 0% 0% 0% 0% 0% N/A 0% 0% 0%CheaperDK/Ref 2% 0% 20% 0% 0% 0% 0% 0% 4% 20% N/A 0% 0% 0%

100% 100% 100% 100% 100% 100% 100% 100% 100% 100% N/A 100% 100% 100%

37

2007 Program Responses – Main Reason Use East Bay Paratransit More Often

Total Alam

eda

Alba

ny

Berk

eley

Emer

yville

Frem

ont

Hayw

ard

Newa

rk

Oakla

nd T

axi

Oakla

nd V

an

Pleas

anto

n Sa

n Le

andr

o Un

ion C

ity

Whe

els

Base X X X X X X X X X X X X X XMore convenient 52% 39% 33% 38% 33% 48% 56% 47% 29% 50% 60% 72% 73% 50%Didn't know about other 10% 22% 0% 17% 0% 9% 13% 0% 0% 50% 0% 11% 8% 0%More reliable 6% 2% 0% 4% 11% 9% 6% 13% 14% 0% 0% 6% 0% 0%Cheaper 5% 2% 33% 8% 33% 3% 0% 13% 33% 0% 0% 0% 0% 0%Goes more places 5% 6% 0% 8% 0% 6% 3% 7% 10% 0% 0% 0% 4% 0%Just the one I use 4% 6% 0% 8% 0% 6% 6% 7% 0% 0% 0% 0% 4% 0%More familiar with it 3% 6% 33% 4% 0% 3% 3% 7% 0% 0% 0% 0% 0% 0%Like it better/Better service

3% 2% 0% 0% 11% 3% 6% 0% 0% 0% 20% 0% 4% 0%

Depends where I 'm going 1% 2% 0% 4% 0% 0% 0% 0% 5% 0% 0% 0% 4% 0%Don't know the difference 1% 4% 0% 0% 0% 3% 0% 0% 0% 0% 0% 0% 0% 0%DK 3% 6% 0% 0% 0% 3% 0% 7% 10% 0% 0% 0% 4% 0%Other 6% 2% 0% 8% 11% 6% 6% 0% 0% 0% 20% 11% 0% 50%

99% 99% 99% 99% 99% 99% 99% 101% 101% 100% 100% 100% 101% 100%

“What is the main reason you use (Paratransit Service) more often than East Bay Paratransit for your transportation needs?” (Q32)

Twice as many local paratransit users use their local agency more than they use East Bay Paratransit as use East Bay Paratransit more (XX%, Paratransit Service more v. 8%, East Bay Transit more).

Two in ten report using their local provider more because they say it is more convenient (19%), while another 17% say the scheduling is easier and more readily available.

Convenience of their local provider is named by more than half of all those asked in 2007 (56%).

While far more report using their local agency more than report using East Bay Paratransit more, the base numbers are still fairly small. That said, some interesting trends among the agencies include:

– Those using Wheels more seem less driven by scheduling ability and more so by it being due to their disability.

– For Union City users, scheduling ability is a prime reason for using Union City Paratransit more.

– Scheduling also comes out higher for San Leandro Flex users.– Lack of knowledge about the other service explains why one-quarter of the

Hayward Paratransit riders use that system more.

38

2009 Program Responses – Main Reason Use Paratransit Service More Often

Total Alam

eda

Alba

ny

Berk

eley

Emer

yville

Frem

ont

Hayw

ard

Newa

rk

Oakla

nd T

axi

Oakla

nd V

an

Pleas

anto

n Sa

n Le

andr

o Un

ion C

ity

Whe

els

Base X 122 56 157 82 122 99 80 112 42 103 129 89 115More Convenient 19% 40% 11% 27% 0% 19% 14% 24% 14% 17% 17% 6% 24% 24%

Scheduling better/easier/available

17% 20% 44% 21% 0% 13% 0% 19% 22% 33% 11% 18% 36% 8%

Didn't know about other 8% 0% 22% 6% 0% 10% 29% 0% 3% 0% 14% 6% 8% 10%

Cheaper 8% 13% 0% 8% 0% 0% 13% 0% 11% 20% N/A 0% 0% 0%Like it better/Better service

8% 0% 11% 0% 0% 13% 14% 5% 3% 0% 22% 6% 0% 8%

Better for my health/disability 7% 0% 0% 6% 0% 6% 14% 5% 8% 33% 8% 0% 0% 12%

J ust the one I use 6% 0% 0% 4% 100% 3% 0% 0% 11% 0% 3% 6% 4% 8%

Goes more places 5% 0% 0% 4% 0% 6% 0% 0% 3% 0% 6% 12% 0% 4%

Depends where I 'm going 5% 0% 0% 4% 0% 6% 0% 0% 3% 0% 6% 12% 0% 4%

More Reliable 4% 0% 0% 8% 0% 6% 0% 5% 0% 17% 0% 0% 8% 6%Not eligible 3% 0% 0% 4% 0% 3% 14% 0% 0% 0% 0% 12% 4% 0%Cheaper 2% 0% 0% 4% 0% 0% 14% 0% 3% 0% 0% 6% 4% 2%More familiar with it 2% 0% 0% 4% 0% 3% 0% 0% 5% 0% 0% 0% 4% 0%

Language reasons 1% 20% 0% 4% 0% 3% 0% 5% 0% 0% 0% 0% 0% 0%

Safer 1% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 6% 0% 0%Have vouchers for them 1% 0% 0% 2% 0% 0% 0% 0% 0% 0% 3% 0% 0% 0%

Don't know the difference 1% 0% 0% 4% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0%

DK/Ref. 14% 20% 11% 2% 0% 13% 0% 14% 30% 0% 8% 24% 8% 10%109% 113% 100% 110% 100% 106% 113% 76% 114% 120% 97% 112% 100% 98%

39

2007 Program Responses – Main Reason Use Paratransit Service More Often

Total Alam

eda

Alba

ny

Berk

eley

Emer

yville

Frem

ont

Hayw

ard

Newa

rk

Oakla

nd T

axi

Oakla

nd V

an

Pleas

anto

n Sa

n Le

andr

o Un

ion C

ity

Whe

els

Base X X X X X X X X X X X X X XMore Convenient 56% 58% 50% 46% 75% 49% 54% 64% 53% 75% 68% 47% 66% 61%More Reliable 9% 8% 0% 10% 0% 9% 11% 11% 11% 13% 10% 5% 7% 10%Just the one I use 7% 0% 0% 13% 25% 16% 14% 0% 4% 0% 3% 7% 2% 6%Didn't know about other 5% 0% 0% 6% 0% 2% 3% 11% 2% 0% 9% 7% 0% 7%Cheaper 3% 0% 0% 0% 0% 4% 3% 4% 2% 0% 0% 11% 0% 0%Like it better/Better service

3% 8% 0% 2% 0% 2% 0% 0% 4% 13% 4% 5% 5% 1%

More familiar with it 2% 0% 0% 0% 0% 4% 3% 0% 0% 0% 0% 4% 0% 4%Goes more places 2% 0% 0% 2% 0% 0% 3% 0% 4% 0% 3% 2% 7% 4%Don't know the difference 2% 8% 0% 6% 0% 2% 5% 2% 4% 0% 0% 0% 0% 0%Not eligible 2% 0% 0% 6% 0% 2% 0% 0% 2% 0% 0% 2% 2% 0%Depends where I 'm going 1% 0% 50% 2% 0% 0% 0% 4% 0% 0% 0% 0% 2% 1%DK 2% 8% 0% 6% 0% 2% 3% 0% 4% 0% 1% 0% 2% 3%Other 4% 8% 0% 2% 0% 4% 3% 4% 2% 0% 1% 9% 5% 3%No answer 1% 0% 0% 0% 0% 2% 0% 0% 4% 0% 0% 0% 0% 0%

99% 98% 100% 101% 100% 98% 102% 100% 96% 101% 99% 99% 98% 100%

40

A new question put forth to users this year asked about their current use today versus a year ago: “Would you say you use (Paratransit Service) more often now when compared to a year ago, less often now than a year ago or about the same? (Q51B)

A plurality of four in ten (45%) report being at the same level of use today as a year ago.

Users who have increased their use edge out those who have decreased their use at a ratio of 1:15 v. 1 (27% more often v. 24% less often)

Among the individual agencies, Oakland van users and users of Alameda, Albany and Newark paratransit services are more likely to have increased rather than decreased their use.

Conversely, local paratransit agency use has more likely decreased rather than increased for Emeryville, Oakland Taxi and Wheels.

27%

23%

45%

5%

How Usage Has Changed Compared to Year Ago

More Often Less Often Same Don't knowBased on total customers surveyed: 1,308

41

2009 Program Responses: Use of Paratransit Service Today Compared to Year Ago

Total Alam

eda

Alba

ny

Berk

eley

Emer

yville

Frem

ont

Hayw

ard

Newa

rk

Oakla

nd T

axi

Oakla

nd V

an

Pleas

anto

n Sa

n Le

andr

o Un

ion C

ity

Whe

els

Base 1308 122 56 157 82 122 99 80 112 42 103 129 89 115More often 27% 40% 33% 28% 17% 26% 23% 32% 21% 40% 23% 33% 32% 22%Less often 23% 15% 17% 16% 50% 21% 26% 16% 31% 15% 23% 23% 26% 29%Same 45% 43% 50% 56% 33% 49% 31% 50% 46% 35% 48% 38% 38% 42%DK/Ref. 5% 2% 0% 1% 0% 4% 20% 2% 2% 10% 7% 6% 3% 6%

100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

Service Rating Index

The riders rated their service using a four point semantic scale in response to the question:

“Using the …scale of excellent, good, only fair or poor, please rate the job that each of the following transit providers is doing:” (Q37 – Q50)

To create a uniform index these ratings are converted to a numeric score of Excellent = 4, Good = 3, Only Fair = 2 and Poor = 1. An average rating is created for each service based on those providing ratings and excluding Don’t Know or No Answer.

The base sizes are indicated on the following table and caution should be exercised with regard to service ratings based on small sample sizes. More detailed percentage ratings are contained in the Individual Service Use and Rating section of this report.

Riders are generally positive concerning the “job” done by each of the services. There is some variation among the services, but it should be noted that the type of service varies for each of the providers.

The majority of the indexed ratings show a positive increase. The two negative changes are very slight.

Specific Services - Index Score Rating

Base 2009 2007 Change 09/07Alameda Paratransit - Medical Return Trip Progam 55 3.27 3.33 -0.06Alameda Paratransit - Premium Taxi Service 55 3.05 na naAlbany Paratransit - Taxi Subsidy Program 35 3.29 3.36 -0.07Albany Paratransit - Shopping Van 17 3.59 3.30 0.29Berkeley Paratransit Taxi Scrip Service 125 3.35 2.84 0.51Berkeley Paratransit Wheelchair Van Service 27 3.41 2.92 0.49Emeryville Senior Center Taxi Vouchers 31 3.16 3.11 0.05Fremont Paratransit 105 3.21 2.98 0.23Hayward Paratransit 62 3.37 3.06 0.31Newark Paratransit 70 3.41 3.12 0.29Oakland Paratransit 134 3.04 2.88 0.16Pleasanton Paratransit 89 3.66 3.63 0.03San Leandro Flex Shuttle Bus Service 86 3.29 3.28 0.01Union City Paratransit 87 3.55 3.26 0.29Wheels Dial-A-Ride 109 3.25 3.15 0.10Base = Riders providing rating

Rating

42

The following table for services available to all is provided as a reference for information.

Services Available to All - Index Score Rating

Rating

Base 2009 2007Change 09/07

East Bay Paratransit 780 3.00 2.95 0.05A.C. Transit 601 2.77 2.76 0.01BART 661 3.11 3.14 -0.03Base = Riders providing rating

H. Service Use Factors

Service Characteristics Ratings

“I’m going to read to you a few statements about (PARATRANSIT SERVICE FROM SAMPLE). For each, please tell me if you strongly agree, somewhat agree, somewhat disagree or strongly disagree with the statement. If you do not have an opinion one way or the other, please just say so.” (Q53 to Q73)

The highest levels of “strong” agreement are with regard to:o Feelings of safety when using a service (78%),o Driver courtesy (74%), ando Destination availability (70%).

Note that additional characteristics are covered in the service specific section of this report.

Service Characteristics StatementsStrongly

AgreeSomewhat

AgreeSomewhat Disagree

Strongly Disagree DK/NA/ Ref.

Statements % % % % %The pickups are on time 55 31 7 3 4The vehicles are clean and well maintained 68 23 3 2 4I can schedule a ride or trip at the time I request 49 27 9 5 9The service can take me to the places I need to go 70 21 3 2 3

The person that I call to reserve a ride or schedule a trip is courteous 64 23 3 3 7Making reservations and scheduling a ride is easy and convenient 56 25 6 4 8The drivers are courteous to the riders 74 18 4 1 2I feel safe when riding (SERVICE) 78 17 2 1 2The ride is comfortable 64 26 4 3 3The drivers make an effort to help me with my specific needs 67 19 4 4 6The drivers know the area well 69 22 4 2 3The drivers help me into the vehicle or seat, or help me secure my wheelchair if needed 58 15 3 6 18The amount I pay for rides is reasonable 63 21 6 5 6

43

Service Factor Importance Ratings

“For each of the following statements about your local paratransit service provider, (PARATRANSIT SERVICE FROM SAMPLE), please tell me how important each one is to you. Please use a scale from one to five where one means not important at all and five means very important. You may use any number from one to five.” (Q74 – Q82)

The highest rated service factor is for “Being able to get a ride…” (4.63 out of 5). Cost is not rated very strongly with an importance score of only 3.73. Note the base size varies by factor since some factors were specific to some services.

“And what could (Paratransit Service) change or do better that would make you ride (Paratransit Service) more often?” (Q104)

This year, one-quarter of users are unsure what could be changed to make them use their local provider more (24%). Three times as many were unsure in 2007 (75%).

Two in ten this year say their local provider doesn’t need to do anything (21%). That response was not listed in 2007 so perhaps part of the “unsure” difference relates to those responses being combined in some way.

The number one reasons given this year relate having more efficient service (7%), being on time (6%), and having better trained drivers (6%).

In 2007, timeliness (9%), availability (9%) and the ability to make same-day reservations (8%) were the suggestions most often made.

SERVICE FACTOR IMPORTANCE RATINGS

Alameda Albany Berkeley Emeryville Fremont Hayward NewarkOakland

TaxiOakland

Van PleasantonSan

LeandroUnion City Wheels

Base Rating

Reducing the amount of money you pay for trips 1100 3.73 3.83 4.22 na 4.36 3.70 3.74 3.96 3.84 4.13 3.54 3.36 3.77 3.86Increasing the amount of free taxi scrip, wheelchair-van vouchers and East Bay Paratransit tickets available for trips 121 4.30 na na 4.30 na na na na na na na na na naTraining riders on how to use the service 1169 4.00 3.98 4.34 3.97 4.11 3.89 4.10 4.17 3.99 4.26 4.09 4.06 3.95 3.87

Providing more assistance during your ride, such as helping secure your wheelchair if needed, or helping you into the vehicle or seat 1250 4.00 3.97 4.24 4.00 4.04 3.95 3.93 3.95 4.30 4.49 3.80 3.94 4.14 3.81Providing a travel companion or escort 1222 3.27 3.19 3.24 2.89 3.31 3.47 3.29 3.67 3.22 3.84 2.99 3.18 3.36 3.43Being able to get a ride when you need one 1266 4.63 4.79 4.72 4.78 4.50 4.49 4.61 4.55 4.61 4.93 4.49 4.66 4.58 4.69Providing more information on other transportation options available to you 1224 3.85 3.90 4.08 3.97 3.96 3.76 3.94 3.93 3.73 4.35 3.59 3.89 3.81 3.83Allowing more trips per month 1118 3.84 4.02 4.11 4.23 4.04 3.69 3.99 3.95 3.84 4.58 3.58 3.62 3.57 3.85Being able to request an accessible vehicle for your ride 982 4.07 4.11 4.04 4.03 4.05 4.01 4.37 4.13 3.81 4.71 3.88 na 4.12 4.21

Total

Importance Rating

44

Representative comments of suggestions on what changes could be made include:

Being on Time– “Show up on time. They are always late.”– “Try to be more on time and make that a little more of a priority.”– “If they picked me up and dropped me off on time. Sometimes I wait for an hour and a

half.”– “Make them come on time more often.”– “I want them to be more on time picking me up from where I’m waiting for them. Last

time they were 2.5 hours late.”

Having More Courteous, More Helpful and Better Trained Drivers– “The drivers could be more accommodating, more physically helpful.”– “Just be more helpful. They just sit on their... bottom ... rather than open the car door

for me.”– “Cabbies should be trained in customer services. They are slobs and rude.”– “Nicer drivers. They are mean and don’t always take the scrip.”– “If they helped you with your packages. I would definitely ride them a lot more then.”– “They would change the drivers’ attitude problem. They’d be nicer to the passengers.

Lowering the Cost– “Lower the price for the round trip.”– “Make it free.”– “Would help me out a lot if there was no charge.”– “I just think they are too expensive.”– “The fare should be $2 not $3.”– “Lower the prices.”

Expanding the Routes– “If it came closer to my residence, a half-mile closer.”– “Just picking up and delivering in Emeryville ZIP Code, and I want them to expand

the line.”– “If it would get me to where I need to go, I would ride it.”– “Go more places, like downtown.”– “Closer to the destination instead of a couple blocks away.”– “If they had more scheduled stops for my convenience because some of my doctors’

offices are on my route and some are not.”

Being More Available– “More scheduling. They never have time when you call them, even when I call a week

in advance.”– “Provide the ride. Not tell me that they're busy.”– “Add more service, more buses and drivers.”– “Give me a ride when I want one.”

Improve Customer Service/Making Reservations

45

– “If they had it where you could call the same day. Because a lot of times you don't know how you are going to feel that day. Some days I don't feel like going anywhere.”

– “Improve scheduling service.”– “More flexible scheduling, not having to call so far in advance to get a ride. If I could

call within two days and get a ride, that would be better.”– “Allow more leeway for arranging trips.”– “Book trips the same day.”– “If we could get a ride the same day.”– “More flexibility in scheduling.”– “Not have to notify them so far in advance.”

Having More Efficient Window of Time– “It would be helpful not to have such a large window.”– “Give a more specific time of pick-up.”– “If I wouldn’t have to wait an hour for it once I got to my first destination. I’d like

buses going in both directions.”– “Come more closely within the timeframe.”– “I would like a shorter window of time for the scheduled ride.”

46

2009 Program Responses – What Could Service Change to Make You Ride More Often

Total Alam

eda

Alban

y

Berk

eley

Emer

yville

Fremo

nt

Hayw

ard

Newa

rk

Oakla

nd T

axi

Oakla

nd V

an

Pleas

anto

n Sa

n Le

andr

o Un

ion Ci

ty

Wheels

Base 1308 122 56 157 82 122 99 80 112 42 103 129 89 115More efficient service/don't drop off too early/ less wait time or window/offer specific time/better organized for wheelchairs and non-wheelchair users

7% 7% 2% 3% 0% 8% 13% 4% 4% 2% 4% 5% 6% 16%

Be on time 6% 7% 5% 8% 2% 7% 3% 0% 8% 7% 2% 6% 3% 9%Better trained drivers/drivers that help you in you/courteous drivers/drivers that know area

6% 5% 2% 10% 2% 2% 4% 3% 22% 10% 2% 4% 6% 3%

Cheaper/better prices 5% 7% 5% 4% 0% 2% 3% 8% 16% 7% 6% 3% 1% 8%Expanded routes 5% 1% 4% 3% 5% 7% 8% 9% 1% 0% 6% 5% 7% 3%Be more available 4% 2% 0% 4% 4% 4% 10% 6% 2% 5% 2% 7% 6% 1%Improve customer service/reservations 4% 2% 0% 6% 2% 6% 2% 5% 3% 10% 2% 5% 8% 3%Offer more voucher scrips/vouchers that don't expire so soon 4% 2% 4% 18% 1% 2% 1% 0% 9% 10% 0% 0% 0% 0%

Better vehicles/more comfortable vehicles/vehicles easier to get in/accessible vans or vehicles

3% 7% 0% 3% 1% 2% 2% 1% 4% 12% 1% 2% 1% 4%

Provide more information about their services/how to use or pay 3% 3% 5% 6% 7% 2% 3% 1% 0% 0% 0% 5% 3% 0%

More convenient stops for passengers 2% 1% 0% 0% 0% 1% 4% 1% 0% 0% 3% 8% 0% 3%Extend service hours/days of operation 2% 0% 0% 1% 2% 2% 2% 6% 0% 0% 5% 5% 7% 0%Be able to make reservations same day 2% 4% 0% 1% 4% 3% 3% 3% 0% 5% 1% 2% 4% 1%Provide assistant/assistance 2% 1% 0% 1% 1% 1% 1% 0% 4% 5% 1% 5% 1% 3%More vehicles 2% 0% 0% 1% 1% 2% 3% 4% 3% 2% 2% 2% 0% 0%Provide return trips 2% 2% 2% 1% 1% 2% 1% 0% 2% 0% 0% 3% 1% 2%Safer/ less scary drivers or rides/drivers not pickup up personal riders or using cell phone/safer cars/add seatbelts

1% 1% 0% 3% 0% 1% 0% 0% 1% 2% 1% 2% 0% 1%

Better dispatch 1% 1% 4% 3% 0% 1% 0% 1% 1% 0% 0% 0% 0% 5%Flexibility 1% 1% 0% 1% 0% 1% 3% 1% 0% 2% 2% 1% 1% 1%Better/ longer routes 1% 2% 0% 0% 2% 1% 1% 3% 0% 0% 1% 1% 0% 2%More drivers 1% 1% 0% 0% 0% 2% 2% 6% 0% 0% 1% 0% 1% 1%Multi-lingual service 1% 1% 2% 1% 0% 1% 0% 0% 1% 0% 0% 1% 1% 0%Expand service to more than medical appts. 0% 2% 0% 0% 0% 0% 2% 0% 0% 0% 1% 0% 0% 1%

Mail service for vouchers 0% 1% 0% 1% 0% 0% 0% 1% 0% 2% 0% 1% 0% 0%Use it on a "need to" basis 0% 2% 2% 1% 1% 0% 0% 0% 0% 0% 0% 0% 1% 0%Expand elibilitity requirements 0% 0% 0% 0% 4% 0% 0% 0% 0% 0% 1% 0% 0% 0%Use a pass system 0% 2% 0% 0% 0% 0% 1% 0% 0% 0% 0% 0% 0% 0%Nothing 21% 15% 23% 20% 13% 25% 20% 20% 21% 29% 28% 16% 28% 21%REF 1% 5% 2% 1% 1% 0% 1% 4% 0% 0% 2% 1% 2% 2%DK 24% 30% 45% 17% 48% 24% 19% 21% 13% 17% 32% 26% 26% 23%

112% 112% 105% 117% 105% 110% 113% 108% 113% 126% 105% 116% 115% 111%

Hayward users are more apt to ask for increased availability. Oakland Taxi users are more likely to point to the need for better/more courteous

drivers and cheaper prices.

47

2007 Program Responses – What Could Service Change to Make You Ride More Often

Total Alam

eda

Alban

y

Berk

eley

Emer

yville

Fremo

nt

Hayw

ard

Newa

rk

Oakla

nd T

axi

Oakla

nd V

an

Pleas

anto

n Sa

n Le

andr

o Un

ion Ci

ty

Wheels

Base 1033 41 16 85 10 201 79 77 50 10 107 164 122 71Be more available 9% 10% 0% 2% 7% 11% 12% 9% 12% 0% 4% 15% 9% 4%Be on time 9% 14% 8% 15% 14% 6% 6% 9% 15% 17% 6% 9% 10% 14%Be able to make reservations same day 8% 5% 0% 5% 0% 11% 7% 7% 8% 0% 10% 8% 10% 13%Cheaper/better prices 5% 4% 17% 9% 14% 6% 6% 9% 3% 6% 5% 1% 3% 8%Expanded routes 5% 2% 0% 1% 0% 4% 2% 3% 2% 0% 6% 10% 7% 3%Extend service hours/days of operation 5% 5% 0% 2% 7% 5% 2% 3% 2% 0% 1% 16% 5% 2%Better trained drivers 4% 5% 8% 11% 21% 6% 2% 2% 10% 6% 2% 0% 1% 8%Improve customer service 4% 2% 17% 6% 0% 5% 1% 4% 7% 6% 2% 1% 1% 7%Better vehicles 3% 2% 8% 2% 0% 3% 6% 2% 1% 6% 3% 0% 1% 9%More vehicles 3% 0% 0% 1% 0% 3% 5% 4% 3% 0% 5% 1% 5% 3%More convenient stops for passengers 2% 7% 0% 5% 0% 1% 1% 2% 1% 6% 0% 5% 1% 2%More drivers 2% 0% 0% 0% 0% 2% 2% 7% 1% 0% 2% 0% 4% 1%More efficient service 2% 4% 0% 4% 0% 3% 4% 0% 5% 0% 0% 0% 3% 4%Offer more voucher scrips 2% 2% 0% 18% 7% 1% 1% 1% 8% 0% 0% 0% 1% 0%Use it on a "need to" basis 2% 2% 0% 0% 7% 4% 5% 2% 2% 0% 1% 2% 0% 0%Better dispatch 1% 1% 0% 1% 0% 1% 0% 2% 1% 0% 2% 0% 0% 5%Better routes 1% 2% 0% 2% 0% 1% 1% 2% 0% 6% 1% 1% 2% 2%Flexibility 1% 1% 0% 1% 0% 3% 0% 1% 1% 0% 1% 1% 1% 1%Multi-lingual service 1% 0% 8% 2% 0% 2% 1% 2% 0% 0% 0% 1% 0% 0%Provide more information about their services/how to use or pay

1% 2% 0% 1% 0% 1% 0% 2% 0% 0% 1% 3% 0% 0%

More staff 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 1% 0% 0% 0%More convenient programs 0% 0% 0% 2% 0% 0% 0% 0% 0% 0% 0% 2% 0% 0%Advertise more 0% 1% 0% 0% 0% 0% 0% 0% 0% 0% 0% 1% 1% 0%Other 4% 4% 17% 4% 0% 4% 3% 1% 2% 0% 3% 6% 8% 1%No answer 48% 63% 17% 38% 71% 48% 48% 56% 44% 89% 64% 42% 42% 42%DK 75% 59% 100% 67% 50% 72% 85% 70% 70% 61% 82% 76% 85% 70%Total 197% 197% 200% 199% 198% 203% 200% 200% 198% 203% 202% 201% 200% 199%

“And now, thinking about all of the public transportation services available to you, including public buses, BART service, and paratransit services, what could be done to make riding those services easier for you?” (Q105)

In 2009, more than one-quarter (28%) of all paratransit users don’t know what could be done to make riding all of the public transportation services easier for them. In 2007, the number was a much higher 42%.

Just over one in ten (13%) have no suggestions this year. This category did not appear in 2007.

The top suggestion made, by 14%, is increased reliability and timeliness. Another 10% suggest lower rates, while 8% ask for more physical assistance provided by drivers.

In 2007, the top reasons were better reliability (12%) and lower fares (9%).

48

The following is a sampling of verbatim comments made by users when asked what could be done to make riding all of the public transportation services easier for them:

Better Reliability/On-time Record– “Don't deviate so much from pick-up time.”– “Better on-time record, especially the pick-up for going home. Better reliability.”– “For them to be on time.”– “East Bay Paratransit is undependable. They’re late or they don’t show up at all.”– “The #9 buses are always late at night after 5 p.m. coming from downtown. Once I

waited 40 minutes and once an hour and it has never arrived on time.”– “I just think that they need a shorter window of time and more reassurance that they

are going to do what they say they are going to do and more reliability.”– “Today I called them, and they never showed up, so I called up and cancelled. Show

up on time. If the driver is not going to show up, call me.”

Lower Fares– “Lowering the price of the paratransit rides.”– “BART: Lower the fares. AC Transit: Lower the fares.”– “Cheaper transportation.”

More Physical Assistance Provided by Drivers– “Dropping me off at my home and help me up the steps at home.”– “That I would know I would have help from the house to the bus and an escort who

stays with me and help from the bus to where I am going, such as getting groceries.”– “The public services need better assistance for those who cannot stand for very long.”– “If they would strap the people in that are riding a wheelchair or a scooter because the

last time, they didn’t lock me in on AC Transit, and I fell off and hurt myself.”

More Friendly/Courteous Drivers– “East Bay Paratransit needs better customer service, and the attitude from the drivers?

They are intimidating and seem like they are not too happy working there.”– “Just be more helpful; some bus drivers start up before you've reached your seat.”

More Routes/Stops– “At some point in time the bus service was coming right in front of my condominium

complex, but they discontinued the bus stop and if they had that back (Union City Transit) it would be great because the bus stop now is too far for me to walk.”

– “The Wheels, make it every hour.”– “Public transportation to Sunol will make life a lot better.”– “AC Transit, increase the service. They need to make buses run more often.– “Get transportation to the Montclair Hills or buses.– “They need to have more AC Transit buses because sometimes I have to wait for an

hour if I miss the bus.– “The services could be located more conveniently for me.”

49

Accessibility/Accommodation for Those With Disabilities– “A nightmare is this: on the buses, you have to step up about six inches or more to get

into a seat and you have nothing to hold onto.”– “Offer a wheelchair-accessible shuttle bus to BART or the ferry terminal. Have a

wheelchair-accessible taxi service to the ferry terminal.”– “Make sure the entry is low enough for me to get in.”– “BART isn’t always accessible for those who have difficulty walking. They don’t

always have an elevator or escalator working.”– “AC Transit has high platforms. It’s hard to get up and get off of seats.”– “Set up a bus stop that is closer to my house. I live on a hill and the bus stop is too far

away.”

More Training on How to Access/Use Service– “It would be helpful not to have such a large window.”– “Give a more specific time of pick-up.”– “If I wouldn’t have to wait an hour for it once I got to my first destination. I’d like

buses going in both directions.”– “Come more closely within the timeframe.”– “I would like a shorter window of time for the scheduled ride.”– “More information about scheduling.”– “Information on fares for BART, about transfers. It’s confusing. Have more

workshops on how to use services.”

50

2009 Program Responses – What Could All Transportation Services Do to Make You Ride More Often

Total Alam

eda

Alban

y

Berk

eley

Emer

yville

Fremo

nt

Hayw

ard

Newa

rk

Oakla

nd T

axi

Oakla

nd V

an

Pleas

anto

n Sa

n Le

andr

o Un

ion Ci

ty

Wheels

Base 1308 122 56 157 82 122 99 80 112 42 103 129 89 115Better reliability/on-time record 14% 15% 9% 17% 13% 11% 13% 19% 12% 29% 5% 18% 17% 10%Lower fares 10% 7% 4% 6% 6% 10% 13% 16% 4% 7% 8% 14% 18% 8%More physical assistance provided by drivers

8% 15% 5% 6% 6% 6% 6% 8% 14% 10% 6% 10% 6% 6%

More friendly/courteous drivers 7% 10% 2% 10% 15% 6% 5% 5% 10% 2% 2% 8% 4% 3%More routes/stops 6% 6% 7% 3% 2% 10% 8% 6% 3% 2% 14% 7% 2% 5%Accessibility/accommodation/easier for those with crutches/more seats for those who can't stand/shorten distance to walk

5% 10% 5% 6% 7% 2% 7% 5% 9% 17% 3% 2% 3% 7%

More training on how to access/use service

5% 3% 5% 4% 4% 4% 5% 3% 4% 5% 3% 12% 4% 3%

Offer more transportation 4% 0% 4% 3% 1% 7% 5% 6% 4% 5% 6% 3% 1% 4%I f service provided an escort or travel companion

4% 2% 4% 1% 2% 4% 1% 5% 3% 5% 4% 7% 7% 1%

Service for seniors 3% 0% 2% 3% 1% 2% 7% 5% 5% 5% 3% 5% 1% 2%Better customer service 3% 2% 2% 3% 0% 5% 3% 3% 5% 5% 1% 5% 3% 1%Better pick-up times/ less waiting 3% 2% 0% 5% 2% 3% 5% 1% 4% 2% 0% 2% 2% 5%Improve reservation system 3% 0% 5% 0% 4% 3% 4% 3% 4% 0% 1% 3% 3% 6%Better schedule 3% 2% 2% 3% 1% 2% 3% 6% 4% 2% 1% 2% 0% 7%Readily available information 2% 2% 2% 1% 4% 2% 5% 3% 1% 2% 2% 5% 1% 2%Extended hours 2% 1% 0% 4% 6% 3% 3% 5% 1% 2% 0% 1% 1% 1%Be more available 2% 1% 2% 2% 5% 1% 3% 10% 2% 5% 1% 1% 2% 3%Provide shuttle service 2% 5% 2% 1% 4% 1% 5% 1% 3% 0% 0% 2% 0% 2%Lifts for handicapped 2% 2% 0% 3% 0% 1% 3% 3% 1% 7% 0% 2% 1% 3%Safer service/better security/don't use cell phone when driving/start after we're seated

2% 3% 2% 4% 2% 0% 2% 1% 3% 2% 2% 0% 2% 1%

Better ride quality 1% 0% 2% 3% 4% 1% 0% 1% 0% 5% 0% 1% 1% 1%Get rid of Van Hool buses 1% 1% 0% 4% 0% 0% 1% 1% 3% 0% 1% 0% 0% 0%Increase vouchers 1% 1% 0% 2% 0% 0% 0% 0% 4% 0% 0% 1% 0% 0%Multi-lingual service 0% 1% 2% 0% 0% 0% 1% 0% 0% 0% 0% 1% 1% 0%Fixed bus fares 0% 0% 0% 1% 1% 0% 0% 0% 1% 0% 0% 1% 0% 0%Vehicle maintenance 0% 1% 0% 0% 0% 1% 0% 0% 1% 0% 0% 0% 0% 0%Announce stops 0% 0% 0% 0% 0% 0% 1% 0% 1% 0% 0% 0% 0% 0%Other 2% 2% 0% 8% 7% 1% 0% 0% 1% 0% 0% 0% 0% 3%Nothing 13% 11% 11% 6% 10% 14% 10% 13% 14% 14% 17% 16% 16% 12%REF 1% 1% 4% 0% 4% 2% 0% 3% 1% 2% 0% 1% 3% 3%DK 28% 26% 43% 20% 24% 32% 28% 16% 21% 14% 41% 29% 25% 30%

137% 131% 123% 127% 137% 132% 148% 146% 141% 150% 118% 158% 127% 127%

Oakland Van users are more than twice as likely as users overall to suggest better reliability and timeliness. Oakland Van users also suggest greater accessibility or accommodation than others.

Newark and Union City users are more likely than others to cite the need for lower fares.

Alameda and Oakland Taxi users are more likely than others to ask for more physical assistance from drivers.

Emeryville users tend to suggest having more friendly or courteous drivers than users at large.

Pleasanton users more often than others ask for more routes and stops. San Leandro users are more apt to suggest more training on how to access or use

the services.

51

2007 Program Responses – What Could All Transportation Services Do to Make You Ride More Often

Total Alamed

a

Alban

y

Berk

eley

Emer

yville

Fremo

nt

Hayw

ard

Newa

rk

Oakla

nd T

axi

Oakla

nd V

an

Pleas

anton

Sa

n Le

andr

o Un

ion C

ity

Wheels

Base 1033 41 16 85 10 201 79 77 50 10 107 164 122 71Announce stops 0% 0% 0% 2% 0% 0% 0% 0% 2% 0% 0% 0% 1% 1%Better reliability/on-time record 12% 10% 33% 22% 21% 10% 12% 12% 10% 11% 7% 14% 13% 11%Lower fares 9% 5% 17% 11% 0% 10% 4% 21% 4% 6% 1% 12% 11% 5%More friendly/courteous drivers 5% 7% 0% 8% 7% 2% 6% 6% 5% 6% 3% 5% 6% 3%More bus routes 5% 7% 8% 2% 7% 5% 5% 6% 9% 0% 6% 3% 2% 9%More physical assistance provided by drivers

4% 4% 8% 3% 0% 3% 4% 11% 5% 6% 1% 5% 3% 4%

Better schedule 4% 1% 0% 5% 0% 4% 6% 2% 3% 0% 4% 3% 8% 2%Better access 3% 2% 0% 4% 0% 6% 7% 1% 5% 0% 0% 2% 1% 4%Service for seniors 3% 1% 0% 2% 0% 1% 2% 3% 7% 6% 2% 2% 6% 3%More training on how to access/use service

2% 0% 8% 1% 0% 2% 0% 5% 1% 0% 3% 2% 1% 2%

I f service provided an escort or travel companion

2% 0% 0% 0% 0% 2% 1% 1% 1% 0% 2% 3% 2% 1%

Better ride quality 2% 2% 0% 3% 0% 4% 4% 0% 0% 6% 0% 1% 3% 3%Extended hours 2% 0% 0% 1% 0% 3% 1% 0% 2% 0% 1% 4% 1% 2%Improve reservation system 2% 2% 0% 2% 0% 2% 4% 0% 0% 0% 4% 2% 1% 0%Be more available 1% 2% 0% 2% 7% 2% 3% 3% 0% 0% 1% 1% 0% 0%Offer more transportation 1% 2% 0% 1% 0% 1% 1% 1% 2% 0% 2% 2% 1% 1%Lifts for handicapped 1% 2% 0% 1% 0% 1% 1% 1% 2% 0% 1% 0% 0% 0%Fixed bus fares 0% 0% 0% 2% 0% 0% 0% 0% 1% 0% 1% 0% 0% 1%Readily available information 0% 1% 0% 0% 7% 0% 0% 0% 0% 0% 0% 1% 0% 0%Other 2% 1% 0% 3% 0% 2% 2% 2% 3% 0% 3% 0% 1% 3%No answer 7% 11% 0% 7% 0% 8% 7% 8% 4% 11% 10% 5% 6% 6%DK 42% 41% 42% 32% 50% 40% 40% 37% 37% 56% 53% 45% 41% 42%Total 109% 101% 116% 114% 99% 108% 110% 120% 103% 108% 105% 112% 108% 103%

“Where do you get information about (Paratransit Service)?” (Q107)

This year, three in ten report obtaining information from a senior center (30%). Two years ago, 22% got their information from a senior center.

Friends/relatives are the source of information for 21% now, compared to a comparable 19% naming them in 2007.

While mail was named by 13% two years ago, just 7% now cite it as a source.

52

2009 Program Responses – Information Sources about Service

Total Alamed

aAlb

any

Berk

eley

Emer

yville

Fremo

nt

Hayw

ard

Newa

rk

Oakla

nd T

axi

Oakla

nd V

an

Pleas

anto

n Sa

n Le

andr

o Un

ion C

ity

Wheels

Base 1308 122 56 157 82 122 99 80 112 42 103 129 89 115Senior center 30% 66% 68% 15% 59% 19% 9% 53% 11% 12% 61% 44% 19% 17%Friends/relatives 21% 10% 7% 16% 9% 28% 18% 14% 32% 17% 12% 19% 24% 23%Mail 7% 3% 4% 15% 10% 10% 9% 4% 5% 5% 5% 8% 6% 3%Healthcare Provider/Clinic 5% 6% 0% 3% 0% 11% 13% 3% 5% 5% 0% 2% 4% 6%Customer Service Representative 5% 5% 0% 6% 4% 7% 8% 1% 4% 7% 4% 1% 9% 9%Directly contact the Paratransit Office/Center

5% 0% 2% 9% 0% 4% 7% 4% 9% 7% 4% 2% 13% 4%

Newspaper 5% 2% 0% 3% 6% 1% 3% 3% 4% 0% 2% 13% 1% 5%Case Worker 4% 2% 4% 6% 0% 9% 2% 3% 3% 12% 2% 2% 1% 3%Housing Auth. 3% 0% 2% 6% 0% 5% 6% 4% 6% 5% 1% 0% 0% 2%Community Center/Library 3% 0% 0% 1% 0% 2% 3% 6% 4% 2% 2% 7% 0% 3%Drivers 3% 0% 0% 4% 0% 1% 2% 3% 4% 0% 3% 2% 2% 7%Internet 2% 1% 0% 1% 1% 4% 5% 4% 1% 0% 2% 1% 3% 6%Information fair 2% 0% 2% 1% 2% 4% 2% 1% 4% 0% 2% 2% 1% 3%Hospital 2% 0% 0% 0% 0% 2% 5% 1% 2% 0% 2% 2% 8% 3%Senior living center 2% 0% 0% 3% 1% 1% 2% 5% 0% 0% 3% 2% 9% 2%Ads on the bus/taxi/Bart 2% 0% 0% 2% 0% 0% 3% 3% 0% 2% 1% 2% 6% 5%Phone book/Yellow Pages 1% 0% 2% 3% 0% 0% 0% 0% 6% 0% 1% 0% 1% 3%Reservationist 1% 2% 0% 1% 0% 1% 1% 1% 1% 0% 1% 0% 0% 1%School 0% 0% 2% 0% 0% 2% 0% 0% 0% 2% 0% 0% 0% 0%Television 0% 1% 0% 0% 1% 0% 0% 3% 0% 2% 1% 0% 0% 1%Retail Store 0% 1% 0% 0% 0% 0% 0% 0% 0% 0% 0% 1% 0% 1%Wheels Bus 0% 0% 0% 0% 0% 0% 1% 0% 0% 0% 2% 0% 0% 0%Support center 0% 0% 0% 1% 0% 0% 0% 0% 0% 2% 0% 0% 0% 0%Church 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 1%Nowhere 0% 0% 0% 0% 1% 1% 3% 0% 0% 0% 0% 0% 0% 0%Other 1% 0% 0% 0% 0% 2% 0% 0% 3% 0% 0% 0% 0% 1%Don't remember 9% 11% 13% 13% 12% 4% 11% 10% 10% 29% 3% 7% 8% 8%

114% 109% 104% 110% 106% 116% 114% 123% 114% 110% 113% 119% 116% 115%

Most likely to cite senior centers as a source of information about their provider are users in Albany (68%), Alameda (66%), Pleasanton (61%), Emeryville (59%) and Hayward (53%).

Oakland Taxi users are more apt than others to name friends and family as a source (32%).

53

2007 Program Responses – Information Sources about Service

Total Alam

eda

Alban

y

Berk

eley

Emer

yville

Fremo

nt

Hayw

ard

Newa

rk

Oakla

nd T

axi

Oakla

nd V

an

Pleas

anton

Sa

n Le

andr

o Un

ion C

ity

Wheels

Base 1033 41 16 85 10 201 79 77 50 10 107 164 122 71Senior center 22% 42% 67% 14% 79% 11% 8% 49% 11% 6% 37% 24% 11% 18%Friends/ relatives 19% 10% 8% 23% 14% 20% 24% 17% 16% 17% 22% 21% 16% 13%Mail 13% 11% 8% 21% 0% 10% 12% 16% 11% 0% 13% 16% 16% 2%Community Center 7% 1% 0% 10% 0% 11% 8% 1% 4% 6% 1% 12% 7% 2%Hospital 6% 6% 0% 2% 0% 9% 15% 4% 5% 11% 6% 5% 5% 5%Directly contact the Paratransit Office/Center

6% 4% 8% 6% 0% 2% 5% 2% 8% 6% 10% 3% 12% 10%

Newspaper 4% 1% 8% 0% 0% 3% 1% 5% 1% 0% 4% 11% 1% 3%Customer Service Representative 4% 4% 0% 6% 7% 4% 1% 3% 7% 6% 3% 2% 5% 4%Healthcare Provider 4% 6% 8% 6% 0% 6% 6% 3% 8% 11% 1% 1% 2% 8%Case Worker 3% 1% 0% 2% 0% 8% 2% 1% 7% 6% 0% 1% 4% 4%Drivers 2% 0% 0% 0% 0% 2% 0% 2% 3% 11% 2% 1% 3% 3%Phone book/Yellow Pages 2% 2% 0% 1% 0% 4% 3% 0% 1% 0% 0% 1% 0% 3%Ads on the bus/taxi/Bart 2% 0% 0% 0% 0% 1% 0% 1% 1% 0% 3% 3% 2% 4%Information fair 1% 0% 0% 1% 0% 3% 2% 0% 1% 0% 1% 1% 2% 0%Internet 1% 1% 0% 0% 0% 2% 0% 0% 2% 0% 0% 1% 2% 2%Wheels Bus 1% 0% 0% 0% 0% 0% 0% 0% 0% 0% 2% 0% 0% 7%Flyers/Pamphlets 1% 0% 0% 0% 0% 2% 1% 1% 0% 0% 1% 0% 1% 2%Meals on Wheels 0% 0% 0% 0% 0% 0% 1% 0% 0% 0% 0% 0% 0% 0%Radio 0% 0% 0% 0% 0% 1% 0% 0% 0% 0% 0% 0% 0% 0%Television 0% 0% 0% 0% 0% 0% 1% 0% 0% 0% 0% 1% 0% 1%Reservationist 0% 2% 0% 0% 0% 0% 0% 0% 1% 0% 0% 0% 1% 0%No answer 9% 10% 0% 9% 14% 9% 12% 5% 13% 17% 6% 10% 9% 8%Other 2% 0% 0% 1% 0% 2% 3% 1% 2% 11% 2% 0% 3% 5%Don't remember 0% 0% 0% 2% 0% 0% 0% 0% 2% 0% 1% 0% 0% 1%

109% 101% 107% 104% 114% 110% 105% 111% 104% 108% 115% 114% 102% 105%

54

V. Paratransit Customer Demographics

A. Age

“What year were you born? (Q111)

There is a moderate decline in the peak age group (75-84) which is offset by increases in the adjacent age groups. Overall, the peak age is flattening.

17-24

25-34

35-44

45-54

55-64

65-74

75-84 85

+

DK/Refused

0%

5%

10%

15%

20%

25%

30%

35%

40%

1% 1% 2%6%

10%

21%

32%

23%

4%1% 2% 2%

6%

12%

18%

35%

18%

6%

AGE

2009 2007

Based on total customers surveyed: 1,308. Percents may total more than 100% due to rounding

2009 Program Responses – Age

Total Alamed

a

Alban

y

Berke

ley

Emery

ville

Fremon

t Ha

yward

Ne

wark

Oakla

nd Ta

xi Oa

kland

Van

Pleas

anto

n Sa

n Lea

ndro

Union

City

Whe

els

Base 1308 122 56 157 82 122 99 80 112 42 103 129 89 11517-24 1% 0% 0% 0% 0% 2% 0% 0% 0% 0% 0% 0% 1% 3%25-34 1% 1% 0% 1% 0% 2% 1% 0% 1% 0% 0% 0% 2% 3%35-44 2% 2% 0% 2% 0% 2% 2% 1% 1% 2% 0% 0% 6% 3%45-54 6% 6% 0% 10% 2% 5% 6% 5% 9% 19% 2% 0% 16% 11%55-64 10% 6% 4% 15% 12% 6% 23% 10% 9% 31% 11% 5% 12% 14%65-74 21% 11% 13% 18% 22% 28% 20% 18% 13% 24% 23% 25% 18% 21%75-84 32% 42% 30% 27% 40% 28% 25% 41% 38% 19% 39% 33% 29% 26%85 plus 23% 30% 50% 24% 21% 22% 19% 23% 28% 5% 22% 26% 15% 15%Under 17 0% 0% 0% 0% 0% 1% 0% 0% 0% 0% 0% 0% 0% 0%Don't Know 1% 2% 2% 1% 0% 3% 1% 1% 1% 0% 1% 2% 1% 0%Refused 3% 0% 2% 3% 2% 1% 2% 1% 1% 0% 2% 10% 0% 4%

100% 99% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

55

2007 Program Responses – Age

B. Gender

“Gender of respondent – recorded by observation” (Q4).

There is a slight increase in the proportion of female paratransit customers. Fremont users include a higher proportion of men than other jurisdictions do.

Male Female0%

10%

20%

30%

40%

50%

60%

70%

80%

26%

74%

29%

71%

Gender

2009 2007

2009 Program Responses – Gender

Total Alam

eda

Alban

y

Berk

eley

Emer

yville

Frem

ont

Hayw

ard

Newa

rk

Oakla

nd Ta

xi Oa

kland

Van

Pleas

anto

n Sa

n Le

andr

o Un

ion C

ity

Wheels

Base 1033 41 16 85 10 201 79 77 50 10 107 164 122 7117-24 1% 1% 0% 1% 0% 2% 0% 0% 0% 0% 0% 0% 2% 6%25-34 2% 1% 0% 2% 0% 2% 1% 1% 0% 0% 1% 0% 3% 5%35-44 2% 1% 0% 3% 7% 4% 1% 2% 0% 0% 2% 1% 1% 8%45-54 6% 9% 8% 5% 0% 12% 4% 3% 3% 6% 6% 1% 4% 6%55-64 12% 17% 8% 15% 0% 10% 19% 12% 11% 33% 10% 8% 14% 20%65-74 18% 14% 17% 14% 0% 22% 24% 23% 10% 11% 13% 17% 20% 17%75-84 35% 27% 8% 33% 64% 32% 33% 44% 40% 22% 48% 36% 34% 23%85 plus 18% 25% 33% 22% 14% 13% 16% 8% 30% 11% 12% 33% 15% 8%Under 17Don't KnowRefused 6% 5% 25% 4% 14% 4% 2% 8% 7% 17% 9% 4% 7% 6%

100% 100% 99% 99% 99% 101% 100% 101% 101% 100% 101% 100% 100% 99%

Total Alamed

a

Alban

y

Berk

eley

Emery

ville

Fremon

t Ha

ywar

d Ne

wark

Oakla

nd Ta

xi Oa

kland

Van

Pleas

anto

n Sa

n Le

andr

o Un

ion C

ity

Wheels

Base 1308 122 56 157 82 122 99 80 112 42 103 129 89 115Male 26% 20% 29% 22% 21% 34% 24% 23% 21% 21% 21% 29% 22% 29%Female 74% 80% 71% 78% 79% 66% 76% 78% 79% 79% 79% 71% 78% 71%

100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

56

2007 Program Responses – Gender

C. Ethnicity/Race

“Are you Spanish, Hispanic, or Latino?” (Q112)“Which of the following best describes your race or ethnic identification? You may select more than one. Do you consider yourself to be African-American, White, Asian or Pacific Islander, American Indian or Alaska Native or something else?” (Q112A)

(Note: The wording of this question varies from that used in 2007. It uses wording currently recommended by the Metropolitan Transportation Commission.)

Although the question wording varied, the 2009 results are fairly consistent with 2007. There is an increase in the percentage of persons in the African American/Black, Spanish, Hispanic, or Latino and Other categories.

White

Asian/

Pacific

Island

er

Africa

n Ameri

can/Blac

k

Spanis

h, Hisp

anic o

r Lati

no

Ameri

can Ind

ian/Alas

kan Other

Refus

ed0%

10%

20%

30%40%

50%60% 56%

14% 15% 12%

2%

11%5%

56%

16%12%

7%1% 1%

5%

Ethnicity/Race

2009 2007

Total Alam

eda

Alban

y

Berk

eley

Emery

ville

Frem

ont

Hayw

ard

Newa

rk

Oakla

nd Ta

xi Oa

kland

Van

Pleas

anto

n Sa

n Le

andr

o Un

ion C

ity

Whe

els

Base 1033 41 16 85 10 201 79 77 50 10 107 164 122 71Male 21% 16% 25% 22% 14% 28% 28% 20% 10% 28% 24% 15% 19% 21%Female 79% 84% 75% 78% 86% 72% 72% 80% 90% 72% 76% 85% 81% 79%

100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

57

2009 Program Responses – Ethnicity/Race

2007 Program Responses – Ethnicity/Race

Total Alam

eda

Alban

y

Berk

eley

Emer

yville

Frem

ont

Hayw

ard

Newa

rk

Oakla

nd Ta

xi Oa

kland

Van

Pleas

anto

n Sa

n Le

andr

o Un

ion C

ity

Wheels

Base 1308 122 56 157 82 122 99 80 112 42 103 129 89 115White 56% 70% 57% 50% 48% 45% 65% 36% 32% 19% 83% 71% 39% 70%Asian/Pacific Islander 14% 15% 11% 14% 12% 25% 11% 33% 5% 0% 3% 19% 21% 7%

African American/Black

15% 11% 9% 22% 40% 11% 7% 5% 47% 67% 0% 3% 15% 5%

Spanish, Hispanic or Latino

12% 4% 13% 9% 5% 12% 15% 26% 9% 12% 12% 11% 25% 14%

American Indian/Alaskan 2% 2% 4% 1% 2% 1% 6% 3% 2% 7% 0% 0% 1% 3%Other 11% 4% 14% 8% 6% 17% 12% 18% 10% 7% 12% 5% 28% 10%Refused 5% 2% 7% 5% 0% 3% 6% 10% 6% 2% 5% 3% 4% 10%Total 115% 108% 114% 110% 113% 115% 122% 130% 112% 114% 114% 112% 134% 120%

Total Alam

eda

Alban

y

Berk

eley

Emer

yville

Frem

ont

Hayw

ard

Newa

rk

Oakla

nd Ta

xi Oa

kland

Van

Pleas

anto

n Sa

n Le

andr

o Un

ion C

ity

Wheels

Base 1033 41 16 85 10 201 79 77 50 10 107 164 122 71White 56% 54% 67% 45% 50% 53% 62% 38% 45% 0% 75% 69% 36% 75%Asian/Pacific Islander 16% 9% 17% 10% 14% 19% 8% 44% 5% 6% 8% 14% 25% 7%

African American/Black

12% 22% 8% 28% 29% 8% 13% 1% 40% 72% 2% 4% 15% 3%

Spanish, Hispanic or Latino

7% 5% 0% 6% 0% 6% 8% 9% 3% 11% 5% 5% 14% 7%

Native American 1% 1% 0% 0% 0% 0% 1% 1% 0% 0% 0% 1% 1% 1%

Bi or Multi-racial 3% 2% 0% 5% 7% 6% 2% 0% 1% 6% 1% 3% 3% 2%Other 1% 0% 0% 0% 0% 1% 1% 2% 0% 0% 3% 0% 1% 1%Refused 5% 6% 8% 5% 0% 6% 5% 6% 5% 6% 7% 5% 5% 4%Total 101% 99% 100% 99% 100% 99% 100% 101% 99% 101% 101% 101% 100% 100%

58

D. Travel With Assistant

“When you ride on (PARATRANSIT SERVICE), do you usually travel with an assistant who can help you on your trip or not?” (Q108)

A quarter (25%) of the riders indicate that they usually travel with an assistant. This varies greatly by the type of service provided.

These results are nearly identical to the 2007 findings.

2009 Program Responses – Travel With Assistant

2007 Program Responses – Travel With Assistant

Total Alamed

a

Alban

y

Berk

eley

Emery

ville

Fremon

t Ha

ywar

d Ne

wark

Oakla

nd Ta

xi Oa

kland

Van

Pleas

anto

n Sa

n Le

andr

o Un

ion C

ity

Whe

els

Base 1308 122 56 157 82 122 99 80 112 42 103 129 89 115Yes 25% 17% 5% 20% 10% 31% 26% 31% 30% 41% 9% 15% 45% 29%No 70% 63% 95% 75% 58% 68% 56% 69% 69% 55% 88% 85% 53% 68%DK/NA 5% 20% 0% 5% 32% 1% 18% 0% 1% 5% 3% 0% 1% 3%

100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

Total Alam

eda

Alban

y

Berke

ley

Emer

yville

Frem

ont

Hayw

ard

Newa

rk

Oakla

nd Ta

xi Oa

kland

Van

Pleas

anto

n Sa

n Lea

ndro

Un

ion C

ity

Whe

els

Base 1033 41 16 85 10 201 79 77 50 10 107 164 122 71Yes 26% 30% 33% 31% 7% 28% 25% 36% 23% 50% 13% 16% 38% 26%No 70% 63% 58% 64% 93% 67% 71% 60% 74% 50% 84% 78% 57% 74%DK/NA 4% 7% 8% 5% 0% 4% 4% 4% 3% 0% 4% 6% 5% 0%

100% 100% 99% 100% 100% 99% 100% 100% 100% 100% 101% 100% 100% 100%

59

E. Mobility Device Used

“What type of mobility device do you use when riding (PARATRANSIT SERVICE), if any?” (Q109)

There is a slight increase reported in the use of mobility devices as compared to the 2007 findings.

None Cane Walker Manual Wheelchair

Power Wheelchair

Scooter Other/ Multiple Devices

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

34%

27%

15%

10%

5%2%

5%

39%

26%

14%16%

0%3% 2%

Mobility Device Use(Note Wheelchair Types Combined in 2007)

2009 2007

2009 Program Responses – Mobility Device Use

Total Alam

eda

Alban

y

Berk

eley

Emer

yville

Frem

ont

Hayw

ard

Newa

rk

Oakla

nd Ta

xi Oa

kland

Van

Pleas

anto

n Sa

n Le

andr

o Un

ion C

ity

Wheels

Base 1308 122 56 157 82 122 99 80 112 42 103 129 89 115None 34% 26% 50% 28% 36% 34% 29% 24% 29% 9% 45% 61% 31% 33%Cane 27% 23% 41% 35% 26% 28% 32% 27% 35% 0% 16% 20% 22% 21%Walker 15% 19% 9% 10% 26% 13% 9% 16% 22% 0% 16% 11% 14% 18%Manual Wheelchair 10% 6% 0% 3% 2% 16% 13% 24% 7% 50% 4% 2% 22% 13%Power Wheelchair 5% 3% 0% 11% 0% 2% 1% 2% 0% 27% 9% 4% 11% 10%Scooter 2% 7% 0% 2% 0% 2% 3% 0% 1% 9% 6% 0% 0% 2%Other/ Multiple Devices 5% 11% 0% 8% 6% 3% 6% 6% 6% 5% 3% 2% 0% 4%Refused/NA 1% 6% 0% 1% 4% 1% 6% 0% 0% 0% 0% 0% 0% 0%Total 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

60

2007 Program Responses – Mobility Device Use

F. Current Living Situation

“What is your current situation? Do you: live independently without the assistance of another person, live with family members who help, Receive assistance from someone who comes into your home (family or staff), live in an assisted living facility, live in 24 hour care or skilled nursing facility, or other?” (Q110)

Fewer persons report they live independently. There are increases in the number of respondents who had someone coming to their home to help them as well as those living at a facility.

41%33%

14%7%

3% 1%

47%

34%

9% 8%0% 3%

0%10%20%30%40%50%60%70%

Current Living Situation(Note: Assisted Living and 24 Hr Care Combined in 2007)

2009 2007

Total Alam

eda

Alban

y

Berk

eley

Emer

yville

Frem

ont

Hayw

ard

Newa

rk

Oakla

nd Ta

xi Oa

kland

Van

Pleas

anto

n Sa

n Le

andr

o Un

ion C

ity

Wheels

Base 1033 41 16 85 10 201 79 77 50 10 107 164 122 71None 39% 30% 25% 31% 36% 32% 36% 49% 22% 11% 56% 50% 30% 48%Cane 26% 28% 33% 38% 29% 22% 22% 26% 49% 17% 19% 28% 27% 14%Walker 14% 21% 17% 9% 36% 15% 14% 8% 22% 11% 9% 15% 18% 14%Wheelchair 16% 12% 17% 18% 0% 24% 24% 17% 5% 56% 11% 5% 20% 18%Scooter 3% 5% 0% 2% 0% 5% 1% 0% 1% 6% 6% 1% 3% 3%Other 1% 2% 8% 0% 0% 0% 2% 1% 0% 0% 0% 1% 2% 2%Refused/NACrutches 1% 1% 0% 1% 0% 2% 1% 0% 0% 0% 0% 0% 0% 0%Total 100% 99% 100% 99% 101% 100% 100% 101% 99% 101% 101% 100% 100% 99%

61

2009 Program Responses – Current Living Situation

2007 Program Responses – Current Living Situation

Total Alam

eda

Alban

y

Berk

eley

Emer

yville

Frem

ont

Hayw

ard

Newa

rk

Oakla

nd Ta

xi Oa

kland

Van

Pleas

anto

n Sa

n Le

andr

o Un

ion C

ity

Wheels

Base 1308 122 56 157 82 122 99 80 112 42 103 129 89 115Live Independently 41% 48% 68% 41% 71% 26% 39% 30% 46% 21% 47% 50% 28% 35%

Live With Family 33% 34% 16% 14% 11% 54% 36% 38% 27% 38% 35% 26% 37% 39%Someone Comes to Home 14% 13% 13% 30% 9% 11% 8% 13% 17% 36% 10% 12% 12% 14%Assisted Living Facility 7% 3% 2% 14% 9% 2% 12% 15% 9% 0% 7% 7% 12% 7%24 Hour Care / Skilled Nursing 3% 2% 0% 1% 1% 3% 3% 5% 0% 5% 2% 2% 9% 4%Refused/NA 1% 0% 2% 0% 0% 3% 1% 0% 1% 0% 0% 2% 1% 1%Total 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

Total Alam

eda

Alban

y

Berk

eley

Emer

yville

Frem

ont

Hayw

ard

Newa

rk

Oakla

nd Ta

xi Oa

kland

Van

Pleas

anto

n Sa

n Le

andr

o Un

ion C

ity

Wheels

Base 1033 41 16 85 10 201 79 77 50 10 107 164 122 71Live Independently 47% 47% 50% 52% 64% 35% 49% 36% 55% 17% 62% 68% 25% 45%

Live With Family 34% 35% 25% 18% 0% 42% 40% 44% 22% 50% 22% 25% 52% 41%Someone Comes to Home 9% 14% 8% 20% 36% 12% 7% 9% 15% 22% 5% 3% 5% 5%Assisted Living Facility 5% 1% 0% 5% 0% 6% 2% 6% 4% 6% 4% 2% 10% 3%24 Hour Care / Skilled Nursing 3% 2% 8% 1% 0% 2% 1% 2% 2% 0% 6% 1% 4% 5%Refused/NA 2% 1% 8% 4% 0% 2% 1% 4% 1% 6% 2% 2% 4% 0%Other 0% 0% 0% 0% 0% 1% 0% 0% 0% 0% 0% 0% 0% 0%Total 100% 100% 99% 100% 100% 100% 100% 101% 99% 101% 101% 101% 100% 99%

62

VI. Individual Services Use and Rating

The following sections present the survey data for each individual service. All numbers presented throughout the report are based on weighted N sizes.

63

64

65

66

67

68

69

70

71

72

73

74

75

76

77

78

79

80

81

82

83

84

85

86

87

88

89

90

91

92

93

94

95

96

97

98

APPENDICES

99

100

Documents

Overall Quality of Transit Options – In Generallocalcommunities.org/lc/874/FSLO-1281567294-50687… · Web viewQuantum Market Research, Inc. 12-point, small caps, bold italic; one