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Table 4-8 Service Characteristics in Need of Improvement 1 Time of day latest buses run on Saturdays 2 - - Time of day latest buses run on weekdays - 3 Frequency of service 4 Time of day earliest buses run on Saturdays 5 Your ability to get where you want to go using the bus 6 How regularly buses arrive on time 4.2 Community Coach Survey - 144 � ------16.09 o /0 �. 103 11.51% 89 �', 9.94% 78 8.72% 49 -� 5.47% 49 5.47% This section includes the results of the Community Coach paratransit system customer survey. The purpose of that survey was to collect detailed information about customer demographic characteristics and travel activity, and solicit input from customers on their level of satisfaction with various aspects of Community Coach services. 4.2.1 Survey Methodology The survey was designed to be simple and easily understood. Due to the difficulty of administering an on -board survey in a paratransit environment, mail back survey format was chosen. Because the surveys were mailed to paratransit riders, a self-addressed stamped envelope was included with the surveys to facilitate the return. From a list of active Community Coach customers provided by Senior Resource Association staff, the Consultant Team randomly selected 312 individuals to survey. The surveys were then distributed to those individuals and returned during the months of November and December 2012. The survey instrument had 23 numbered questions - 19 utilizing multiple choice responses and four with open ended responses. The survey instrument can be found in Appendix B. Of the 360 Community Coach Passenger surveys that were mailed out, 50 were returned as undeliverable, while 79 were returned and determined to have a majority of valid responses. That represented a 28 percent response rate. The response rate for each survey question is detailed in Table 4-9. 4-16 km Stanley Consultants 3