APPENDIX X
Title
City of Fresno Department of Transportation
Fresno Area Express (FAX)
2025 Title VI Program
Developed August 2025
Proposed for adoption by the Fresno City Council: October 16, 2025 Federal Recipient Identification Number: 1649
Proposed for submittal to:
Federal Transit Administration
Region IX
90 Seventh Street, Suite 15-300
San Francisco, CA 94103
December 1, 2025
Point of Contact:
Jeff Long
City of Fresno Department of Transportation
2223 G Street
Fresno, CA 93706
(559) 621-1436
Prepared with assistance from:
Transportation Management & Design, Inc.
2701 Loker Ave W, Suite 110
Carlsbad, CA 92010
APPENDICES
The preparation of this report has been financed in part through a grant from the U.S.
Department of Transportation, the Federal Transit Administration, and in part through local funds from the Fresno Council of Governments.
ii
Table of Contents
Appendix A: Title VI Information Included in the Schedule Guide A-1 Appendix B: FTA Civil Rights Assurance Statement B-1 Appendix C: FAX Base System C-1 Appendix D: Low-Income Population concentrations within FAX Service Area D-1 Appendix E: Minority Population concentrations within FAX Service Area E-1 Appendix F: Limited-English Proficiency Areas F-1 Appendix G: Social Services Transportation Advisory Committee Membership List G-1 Appendix H: 2024 FAX Bus Customer Satisfaction Survey H-1 Appendix I: 2024 Handy Ride Customer Satisfaction Survey I-1 Appendix J: 2024 Customer Satisfaction Survey Instruments J-1 Appendix K: Notification of Public Rights K-1 Appendix L: Title VI Major Service Change, Disparate Impact, and Disproportionate Burden Policy L-1 Appendix M: Title VI Complaint Form M-1 Appendix N: Fresno City Council Title VI Program Approval N-1 Appendix O: Census Tract Chart O-1 Appendix P: Census Tracts with Fixed-Route service Map P-1 Appendix Q: Title VI Service Equity Analysis Q-1 Appendix R: Workshop Materials for 20 25 Title VI Program Update R-1 Appendix S: FAX Language Assistance Plan (LAP)Training Materials S-1 Appendix T: Staff and External Title VI Program Update Surveys T-1
IV. APPENDICES
iv
APPENDIX A
Title VI Information Included in the Schedule Guide
APPENDIX A: TITLE VI INFORMATION INCLUDED IN THE SCHEDULE GUIDE
Exhibit A.1 presents an image of page 10 of the FAX Schedule Guide, which includes the Title VI Notice to the Public, which reads:
Fresno Area Express is committed to ensuring that no individual or organization is excluded from participation in, denied the benefits of its programs, activities, or services, or subject to discrimination on the basis of race, color, or national origin as afforded to them by Title VI of the Civil Rights Act of 1964, as amended. For more information, please contact customer service at 621-RIDE.
Exhibit A.2 presents an image of page 11 of the FAX Schedule Guide, which includes the Title VI Notice to the Public in Spanish, which reads:
Fresno Area Express se compromete en azegurarse que ninguna persona u organización sea excluída de participar, se le nieguen los beneficios de sus programas, actividades o servicios, o que estén sujetos a la discriminación basada en la raza, el color o el origen nacional que les brinda el Título VI de la Ley de los Derechos Civiles de 1964, según enmendada. Para obtener más información, comuníquese con el servicio al cliente al 621-RIDE
A-2
EFFECTIVE MARCH 11, 2024 / EFECTIVO A PARTIR DEL 11 DE MARZO, 2024 Welcome Aboard! (Cont.)
ACCESSIBILITY – All FAX buses have entry
ramps for easy access by passengers who use
wheelchairs or other mobility devices, or have
diffculty climbing steps. Walkers/Rollators
(4-wheeled walkers with seats)
must be folded and placed out
of the aisles. Walker and Rollator
users must always
sit in a regular bus
seat. Walkers and
Rollators cannot
be used as a seat
while riding the
bus and may not be secured in
the wheelchair securement area.
HANDY RIDE – Handy Ride is
a FAX service designed to transport eligible
persons with disabilities. The service is avail-
able to those persons who, because of the
nature of their disability, are unable to use the
FAX fxed-route system. Handy Ride is a curb-
to-curb service provided from any origin to
any destination within the service area, for any
trip purpose. It is a shared-ride service, which
means you may share your ride with other
riders. You must be at the curb at your desig-
nated pick-up time.
HANDY RIDE Night ServiceDay ScheduleSERVICE HOURS (Limited Service Area) Monday–Friday 5:30 am–9:30 pm 9:30 pm–12:00 am
Saturday 6:30 am–7:00 pm 7:00 pm–12:00 am
Sunday 6:30 am–7:00 pm
HANDY RIDE RESERVATION HOURS
Monday–Friday 8:00 am–5:00 pm
Saturday/Sunday 8:00 am–5:00 pm
Eligible persons can schedule a trip reservation
by calling Handy Ride at 621-5770. When call-
ing in, please state your name frst. Reservation
staff will then ask a series of questions regard-
ing desired pick-up time, pick-up location,
destination, etc., to schedule the requested
trip. Persons who are ADA Handy Ride Certi-
fed may make reservations one to two days
before the desired trip. If illness or a change in
plans causes you to cancel a trip, please inform
Handy Ride at least one hour before your
scheduled pick-up time.
For complete information regarding Handy
Ride eligibility and service, contact FAX at 621-
RIDE or visit the Handy Ride web site at
www.fresno.gov/handy-ride
TITLE VI – Fresno Area Express is com-
mitted to ensuring that no individual or
organization is excluded from participation
in, denied the benefts of its programs,
activities or services, or subject to discrim-
ination based on race, color, or national
origin as afforded to them by Title VI of the
Civil Rights Act of 1964, as amended. For
more information please contact customer
service at 621-RIDE.
HOLIDAY SERVICE – Bus service is not
provided on Thanksgiving Day or Christ-
mas Day. Other legal holidays may have
reduced service. Sunday schedule service
is provided on New Year’s Day, Martin
Luther King Jr. Day, Presidents Day,
Memorial Day, Independence Day, Labor
Day, Veterans Day, the day after Thanks-
giving and the day before Christmas.
RULES TO RIDE BY –
l Do not smoke aboard the bus
l Do not eat or drink aboard the bus
l Walk – do not run aboard the bus
l Keep all bus aisles clear
l Please keep seats clean and feet on the
foor
l Place all trash in trash cans
l Use earphones for all personal audio
devices (radios, phones, etc.)
l Animals are not allowed except in
approved animal carriers (service
animals excepted)
l No disruptive behavior or foul language
l Do not cross in front of or behind the
bus
l Do not attempt to board a bus which
has pulled away from the curb
l Children must be supervised at all times
l Remain seated (if seats are available)
when the bus is in motion
l Hazardous materials are not allowed on
buses
l Always load your bike into the rack
closest to the bus
EFFECTIVE MARCH 11, 2024 10
Exhibit A.1 Title VI Information in Schedule Guide (English) A-3
EFFECTIVE MARCH 11, 2024 / EFECTIVO A PARTIR DEL 11 DE MARZO, 2024 !Bienvenido Abordo! (Cont.)
ACCESIBILIDAD – Todos los autobuses de FAX
tienen rampas de entrada para facilitar el acce-
so de los pasajeros que usan sillas de ruedas u
otros dispositivos de movilidad, o tienen dif-
cultades para subir escalones. Los
Caminantes / Rodillos (andadores
de 4 ruedas con asientos) deben
doblarse y colocarse fuera de los
pasillos. Los usuarios de los Cam-
inantes o Rodillos
siempre deben
sentarse en un
asiento de autobús
regular. Los Cam-
inantes o Rodillos
no se pueden usar como asiento
mientras viajan en el autobús y
no se pueden asegurar en el área
de aseguramiento de la las sillas de ruedas
HANDY RIDE – Handy Ride es un servicio de
FAX diseñado para transportar personas eleg-
ibles con discapacidades. El servicio está dis-
ponible para aquellas personas que, debido a la
naturaleza de su discapacidad, no pueden utilizar
el sistema de ruta fja de FAX. Handy Ride es un
servicio de banqueta a banqueta con transporte
desde cualquier origen hasta cualquierdestino
dentro del área de servicio, para cualquier pro-
pósito de viaje. Es un servicio de viaje compartido,
lo que signifca que pueda que tenga que com-
partir su viaje con otros pasajeros. Debe estar en la
banqueta a la hora acordada para que lo recojan.
HORARIO DE SERVICIO Horario Servicio en la noche
DE HANDY RIDE del día (área de servicio limitado)
Lunes a viernes 5:30 am–9:30 pm 9:30 pm–12:00 am
Sábado 6:30 am–7:00 pm 7:00 pm–12:00 am
Domingo 6:30 am–7:00 pm
HORARIO PARA HACER RESERVACIONES
EN HANDY RIDE
Lunes a viernes 8:00 am–5:00 pm
Sábado/Domingo 8:00 am–5:00 pm
Las personas elegibles pueden programar una res-
erva de viaje llamando a Handy Ride al 621-5770.
Al llamar, indique primero su nombre.Luego, el
personal de reservas hará una serie de preguntas
sobre la hora de recogida deseada, el lugar de
recogida, el destino, etc., para programar el viaje
solicitado. Las personas que cuentan con la cer-
tifcación ADA Handy Ride pueden hacer reservas
uno o dos días antes del viaje deseado.
Si una enfermedad o un cambio en los planes
hace que cancele un viaje, informe a Handy Ride
por lo menos una hora antes de la hora programa-
da de recogida.
Para obtener información completa sobre la eleg-
ibilidad y el servicio de Handy Ride, comuníquese
con FAX al 621-RIDE o visite el sitio web de Handy
Ride en: www.fresno.gov/handy-ride
TíTULO VI – Fresno Area Express se
compromete en azegurarse que ninguna
persona u organización sea excluída de par-
ticipar, se le nieguen los benefcios de sus
programas, actividades o servicios, o que
estén sujetos a la discriminación basada en
la raza, el color o el origen nacional que les
brinda el Título VI de la Ley de los Derechos
Civiles de 1964, según enmendada. Para
obtener más información, comuníquese con
el servicio al cliente al 621-RIDE.
SERVICIO DE DÍAS FERIADOS –
El servicio de autobús no se proporciona
el Día de Dar Gracias o el día de Navidad.
Otros días feriados podrán tener servicio
reducido. El servicio de horario de los do-
mingos se brinda el día del Año Nuevo, el
Día de Martin Luther King Jr., el Día de los
Presidentes, el Día de los Caídos, el Día de
la Independencia, el Día del Trabajo, el Día
de los Veteranos, el día después de Acción
de Dar Gracias y el día antes del día de
Navidad.
REGLAS DEL AUTOBÚS –
l No fume a bordo del autobús.
l No coma ni beba abordo del autobús.
l Camine, no corra, abordo del autobús
l Mantenga despejados todos los pasillos
del autobús
l Mantenga los asientos limpios y los pies
en el piso
l Coloque toda la basura en botes de basura
l Use audífonos para todos los dispositivos
de audio personales (radios, teléfonos, etc.)
l No se permiten animales, excepto en trans-
portadores de animales aprobados (excep-
to animales de servicio)
l No se permite comportamiento disruptivo
o lenguaje grosero
l No cruce delante o detrás del autobús.
l No intente abordar un autobús que se ha
alejado de la banqueta
l Los niños deben ser supervisados en todo
momento
l Permanezca sentado (si hay asientos
disponibles) cuando el autobús está en
movimiento
l No se permiten materiales peligrosos en
los autobuses.
l Siempre cargue su bicicleta en el portabici-
cletas más cercano al autobús
.
EFECTIVO A PARTIR DEL 11 DE MARZO, 2024 11 11
Exhibit A.2 Title VI Information in Schedule Guide (Spanish) A-4
APPENDIX B
FTA Civil Rights Assurance Statement
APPENDIX B: FTA CIVIL RIGHTS ASSURANCE STATEMENT
Exhibit B.1 presents an image of the signature page of the Federal Fiscal Year 2025 FTA Certifications and Assurances. It affirms the City of Fresno, as a recipient of federal funding, will comply with all federal laws, regulations, and requirements, follow applicable federal guidance, and comply with the Certifications and Assurances applicable to its federal funding program. The document is signed by Gregory Barfield, Director of Transportation for the City of Fresno.
B-2
Exhibit B.1 FY 2025 FTA Certifications and Assurances Signature Page
B-3
APPENDIX C
FAX Base System
APPENDIX C: FAX BASE SYSTEM
Exhibit C.1 presents an image of the FAX fixed-route system map, which includes bus routes, transit centers, and key activity generators.
C-2
Figarden
Riverside
Marks
Children’s Blvd
Van Ness
Champlain
Peck
Maxie L. Parks
Minarets
Nees
El
Paso
Nees Nees
Fresno
Ingram
Golden State
Van
Ness
Brawley
Polk
Veterans
West
Milburn
West
West
FruitFruitFruit
Herndon Herndon Herndon Herndon
Tollhouse
Sierra
Bullard
Barstow
Shaw
Hoblitt
Gettysburg
Ashlan
Shields
Alluvial
Sierra Sierra
Hayes
Bullard
Barstow
Grantland
Fresno
Willow
Willow
Chestnut
Willow
PeachPeachPeach
Maple
VillaPelco
ChestnutChestnut
Sunnyside
Chestnut
Willow
Willow
Peach
ClovisClovis
Winery
Philip
Chestnut
CedarCedar Cedar
Cedar
Maple
Maple
Maple
Clovis
Clovis
Cole
Sunnyside
FowlerFowler
Armstrong
TemperanceTemperance
VillaVilla
Minnewawa
Minnewawa
Maroa
1st1st1st
Millbrook
Blackstone
PalmPalm
FresnoFresno
Palm
AbbySan Pablo
Alluvial Alluvial
Sierra Sierra
Magil
Bullard Bullard
Santa Ana
El Paseo
Shopping
Ctr
Rio Vista
Middle
School
Herndon
Place Blood
Center
United
Health
Centers
St. Agnes
Urgent Care
Sunset
Square
Sierra
Sky
Park
Walmart
DMV
Kiosk
Forestiere
Underground
Gardens
Save
Mart
Post
Office
Inspiration
Park
Glacier
Point
Middle
School
Justin
Garza
High
School
Island
Waterpark
Victoria
Park
Woodward
Park
Costco Target ALDI
HomeDepot
CooperMiddleSchool
DeWolfHigh School
BullardHigh School
Fig GardenVillage
PostOffice
NorthgateShoppingCenter
Target
TenayaMiddle School
RiverPark
Target
Home DepotWalmart
PinedaleComm.Ctr
Save Mart
Save Mart
ClovisCommunityCollege
Clovis NorthHigh School
KastnerInt. SchoolSocialSecurity
PavillionWest
99 99
20 22
22 22
9 9
26 26
32 32
32 34
34 34
58 58
38 38
38 12
12 45
45 45
39 39
41 41
35 35
35 26
26 29
29 22
22 33
33 1
28 28
28 41
41 20
20 1
3 Figarden
SanJose
Myrtle
Brawley
MarksMarks Marks
Marty
Hayes
Bryan
Polk
Cornelia
Shaw Shaw
Bullard Bullard
Barstow Barstow Barstow
Shaw
Parkway
Dakota Dakota
Olive OliveOlive Olive
Belmont
BelmontBelmont
TulareTulare
CesarChavez
Hamilton
Olney
Frank
North
Annadale
Muscat
Lane
Balch
ButlerButler
Church
Cesar
Chavez Kings
Canyon
Liberty
Weber
Griffith
HughesHughes
Ashlan Ashlan Ashlan
Dakota
Pontiac
Gettysburg
Gettysburg
Shields ShieldsShields
Clinton ClintonClinton
Fig
Garden
Library
Brawley
Glen Agnes
DMV
Caltrans
McKinley McKinley McKinley
CHP
Social
Security
Vons
Sunnyside
Country
Club
FoodMaxx
IRS
Sunnyside
High School
Kings
Canyon
Middle
School
Valley
Center
for the
Blind
41 41
Kaiser
Hospital
San Joaquin
Rehab
Hospital
St Agnes
Med Ctr
Cedar Tree
Village
Target Walmart
Peachwood
Medical
Buchanan
High
School
Alta
Sierra
Int.
School
Botanical
Garden
Clovis
Community
College/
Herndon
Kaiser
Vons
Save
Mart
Save
Mart
Walmart
Market
Valley
Children’s
Hospital
Save Mart
Teague Teague
Behymer
International
Shepherd ShepherdPerrin
Cedar
Millbrook
Clovis West
High School
Woodward
Library
58 E
C80
C50
C50
C70
C10
C10
Gateway
HS
Clovis
High School
DMV
Vons
Clovis
Rec
Center
ARCDept. of
Social
Services
FedEx
Army/Navy
Reserve
Lowe’s
Costco
WalmartHome
Depot
Campus
Pointe
Home
Depot
West
Fresno
Middle
School
Mary Ella Brown
Community Ctr/
Library
Fresno
City
College
Fresno
High
School
Bulldog
Stadium
Hoover
High School
University
High School
Save
Mart
Fashion
Fair
Mall
McLane
High
School
Target
Duncan
Polytechnical
HS
Walmart
Market
Save
Mart
Clovis
Fresno
168
9 Airways
Golf
Course
Fresno
Yosemite
International
Airport
Fowler
Fowler
Princeton
BusinessPark
California State
Fresno
180
180
Roosevelt
High School
Fresno
Pacific UniversityMosqueda
Community
Center
Amtrak
Sequoia
Middle
School
High Speed Rail
Construction
Project Detour
Fair
Grounds
Walmart
Malaga
99 Kearney
Whitesbridge El Dorado
Eden
E St
Broadway
Golden State
VanNess
Cesar Chavez
Thorne
Trinity
Teilman
West
Crystal
FresnoPottle
C St
180
Church
Jensen Jensen
Walnut
MLK
MLK
Elm
Cherry
Orange
East
Annadale
North
Central
Elm
Calwa
Chandler
Airport
Edison
High School
Sanger West
High School
Poverello
House
Hinton
Ctr
Fresno
City
College
Computech
Middle
School Gaston
Middle
School
Manchester
Transit
Center
Community Regional
Med Ctr
Caltrans
Post
Office
Ted C.
Wills
Catholic
Charities
Malaga
Community
Center
Senior
Citizen
Village
1 Donner
Ashlan
Leonard
DeW
olf
Gettysburg
Clovis
East
HS
C70
41 Pinedale
© 5/25 FRESNO AREA EXPRESS
ALL FAX BUSES ARE EQUIPPED
WITH BICYCLE RACKS
Calwa
FAX Weekday Service
15 Minute Frequency
WEEKDAY FROM 6AM TO 6PM
Clovis Stageline Service
Pass Outlet Location
BRT Route
(Bus Rapid Transit)
BRT Station:
TICKET VENDING MACHINE
Downtown
Transit Center
San Joaquin
Memorial High School
Walmart
Target
VA
Medical Ctr
Friant
Audubon
Santa Fe
Marks
Emerson
Central
High
School
East
168
TOWER
DISTRICT
Blackstone
Blackstone
Maroa
3 3
32 32
34 34
28 28
22 26
1 Fresno St
Tulare St
Van Ness Ave
L St
L St
M St
N St
BUS SHELTER/REFUGIO
EASTBOUND/
AL ESTE
NORTHBOUND/
AL NORTE
NORTHBOUND/
AL NORTE
SOUTHBOUND/
AL SUR
Courthouse
Park
Fulton
Mall
22 26
BUS SHELTER/REFUGIO
BUS SHELTER/REFUGIOROUTE 1 BRT
STOPS
Mariposa &
Van Ness
Downtown Transit Center
38 Locust
DMV
Kiosk
DMV
Amazon
IRS
Ulta
Fulton
Belgravia
Clovis
Community
Hospital
Phoenix
Secondary
School
United
Health
Center
Terronez
Middle
School
Fairview
Exhibit C.1 FAX Fixed-Route System Map
C-3
APPENDIX D
Low-Income Population Concentrations
within FAX Service Area
Fresno Area Express 2025 Title VI Program
APPENDIX D: LOW-INCOME POPULATION CONCENTRATIONS
WITHIN FAX SERVICE AREA
Exhibit D.1 presents an image of a map identifying low-income population concentrations within the Fresno Urbanized Area. The map is based on the American Community Survey 2019-2023 5-Year Population Estimates.
Concentrations represented on the map reflect the percentage of the population at less than 150 percent of the poverty level. The average percentage of low- income individuals in the Fresno Urbanized Area is 29.9 percent.
Concentrations of low-income population are differentiated by colors at the census block group level. A solid border outlines the Fresno Urbanized Area. A dashed line indicates all areas within three-quarters of a mile of a FAX fixed route.
D-2
Fresno Area Express 2025 Title VI Program
Exhibit D.1 Demographic Map: Low-Income Population
S
D
ickenson
Ave
W Shaw Ave
S Henderson Rd
99 Pratton
N
FriantRd
N
FriantRd
Avenue 12
Rolling Hills
Gordon
E Ashlan Ave
E Ashlan Ave
W Shaw Ave
S
Clovis
Ave
W Bullard Ave
W Ashlan Ave
Tollhouse Rd
E Shaw Ave
E Bullard Ave
E Kings Canyon Rd
State
Route
41 State
Route
41 168
180
99 Oleander
Clovis
Fresno
0 2 41 Miles
Fresno Urbanized Area - Low-Income
Based on ACS Census Block Group 2019-2023
5-Year Estimates. Quantities shown reflect
percent of the total population categorized as
"Low Income" or households making less than
150 percent of the poverty level.
Low-Income Population
by Percent
< 14%
14% - 29%
29% - 47%
45% - 65%
> 65%
Major Freeways
3/4 Mile FAX Buffer
Fresno Urbanized Area
S.R. 180
S.R. 99
S.R. 41
S.R. 168
S.R. 180
D-3
APPENDIX E
Minority Population Concentrations
within FAX Service Area
Fresno Area Express 2025 Title VI Program
APPENDIX E: MINORITY POPULATION CONCENTRATIONS
WITHIN FAX SERVICE AREA
Exhibit E.1 presents an image of a map identifying minority population concentrations within the Fresno Urbanized Area. The map is based on the American Community Survey 2019-2023 5-Year Population Estimates.
Concentrations represented on the map reflect the percentage of the total population not categorized as “White, non-Hispanic.” The average percentage of low-income individuals in the Fresno Urbanized Area is 71.0 percent.
Concentrations of minority population are differentiated by colors at the census tract level. A solid border outlines the Fresno Urbanized Area. A dashed line indicates all areas within three-quarters of a mile of a FAX fixed route.
E-2
Fresno Area Express 2025 Title VI Program
Exhibit E.1 Demographic Map: Minority Population
S
D
ickenson
Ave
W Shaw Ave
S Henderson Rd
99 Pratton
N
FriantRd
N
FriantRd
Avenue 12
Rolling Hills
Gordon
E Ashlan Ave
E Ashlan Ave
W Shaw Ave
S
Clovis
Ave
W Bullard Ave
W Ashlan Ave
Tollhouse Rd
E Shaw Ave
E Bullard Ave
E Kings Canyon Rd
State
Route
41 State
Route
41 168
180
99 Oleander
Clovis
Fresno
0 2 41 Miles
Based on ACS Census Tract 2019-2023 5-Year
Estimates. Quantities shown reflect percent of
the total population not categorized as "White,
Non-Hispanic".
Fresno Urbanized Area - Non White (Census Tract Level)
Minority Population
Percent Non-White
< 43%
43% - 57%
57% - 73%
73% - 87%
> 87%
Major Freeways
3/4 Mile FAX Buffer
Fresno Urbanized Area
S.R. 180
S.R. 99
S.R. 41
S.R. 168
S.R. 180
E-3
APPENDIX F
Limited-English Proficiency Areas
Fresno Area Express 2025 Title VI Program
APPENDIX F: LIMITED-ENGLISH PROFICIENCY AREAS
Exhibit F.1 presents an image of a map identifying concentrations of populations with Limited-English Proficiency (LEP) within the Fresno Urbanized Area. The map is based on the American Community Survey 2019-2023 5-Year Population Estimates. Concentrations represented on the map reflect the percentage of the population five years and older who cannot speak English “very well.”
Concentrations of LEP population are differentiated by colors at the census tract level. A solid border outlines the Fresno Urbanized Area. A dashed line indicates all areas within three-quarters of a mile of a FAX fixed route.
F-2
Fresno Area Express 2025 Title VI Program
Exhibit F.1 Demographic Map: LEP Population
S
D
ickenson
Ave
W Shaw Ave
S Henderson Rd
99 Pratton
N
FriantRd
N
FriantRd
Avenue 12
Rolling Hills
Gordon
E Ashlan Ave
E Ashlan Ave
W Shaw Ave
S
Clovis
Ave
W Bullard Ave
W Ashlan Ave
Tollhouse Rd
E Shaw Ave
E Bullard Ave
E Kings Canyon Rd
State
Route
41 State
Route
41 168
180
99 Oleander
Clovis
Fresno
0 2 41 Miles
Based on ACS Census Tract 2019-2023 5-Year
Estimates. Quantities shown reflect percent of
the total population over the age of five speaks
English less than "very well".
Fresno Urbanized Area - LEP Population (Limited English Proficiency) LEP Population
< 1%
1% - 3%
3% - 6%
6% - 13%
> 13%
FAX Routes
Major Freeways
3/4 Mile FAX Buffer
Fresno Urbanized Area
S.R. 180
S.R. 99
S.R. 41
S.R. 168
S.R. 180
F-3
APPENDIX G
Social Services Transportation
Advisory Committee Membership List
APPENDIX G: SOCIAL SERVICES TRANSPORTATION ADVISORY COMMITTEE
MEMBERSHIP LIST
Exhibit G.1 2025 SSTAC Membership List
Social Services Transportation Advisory Council Membership List Updated May 2025
Potential Transit User 60 Years of Age or Older (minimum of 1) Appointment Resident of/Geographic
Representation Term Expires Ethnic Background
Representatives of the Local Social Service Providers for Seniors (minimum of 2) Appointment Resident of/Geographic
Representation Term Expires Ethnic Background
Potential Transit User Who Is Disabled (minimum of 1)
Appointment Resident of/Geographic
Representation Term Expires Ethnic Background
Yonas Paulos Fresno/Fresno County Jan-27 African American
Representative of the Local Social Service Provider for Disabled (minimum of 2) Appointment Resident of/Geographic
Representation Term Expires Ethnic Background
Chenier Derrick Fresno/Fresno County Jan-27 African American
Representative of a Local Social Service Provider for Persons of Limited Means (minimum of 1) Appointment Resident of/Geographic
Representation Term Expires Ethnic Background
Katherine Martindale,
Fresno County Fresno/Fresno County Jun-26 Caucasian
Representatives from the Local Consolidated Transportation Service Agency (minimum of 2) Appointment Resident of/Geographic
Representation Term Expires Ethnic Background
Bethany Berube, Clovis
Transit Clovis/Fresno County Jan-27 Caucasian
Thomas Dulin,
FEOC/CTSA Fresno/Fresno County Jun-27 Caucasian
Moses Stites, FCRTA Fresno/Fresno County Jan-27 Hispanic Darlene Christiansen,
FAX Fresno/Fresno County Jun-27 Caucasian
Representatives of General Public, who use Public Transit Appointment Resident of/Geographic
Representation Term Expires Ethnic Background
Matthew Gilliam Fresno/Fresno County Mar-26 African American G-2
APPENDIX H
2024 FAX Bus Customer Satisfaction Survey
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2 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
Table of Contents
page
Key Survey Findings 3
Introduction and Methodology 6
Survey Sample Characteristics 9
Survey Findings 11
Demographic Statistics/Respondent Characteristics 11
Passenger Travel Characteristics 18
Passenger Satisfaction with FAX Bus Service 24
Overall Satisfaction 24
Satisfaction with Individual Features of FAX Service 24 Statistically Significant Relationships Associated with Passenger Satisfaction 32
Most Important Bus Features 33
Statistically Significant Relationships Associated with Importance of Bus Features 37
Satisfaction/Importance Quadrant Analysis 37
FAX Report Card 40
Harassment on FAX Buses and at Bus Stops 42
Statistically Significant Relationships Associated with Harassment of Bus Passengers 49
Appendix 50
Questionnaire 51
Frequencies 57
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3 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
Fresno Area Express 2024 Fixed-Route Bus Passenger Satisfaction Survey Report
Key Survey Findings
Fresno Area Express (FAX) has elected to conduct a statistically reliable bus passenger opinion and satisfaction survey among riders of the system. The purpose of the survey is to provide current information and opinions concerning rider satisfaction, travel behavior, and rider demographics regarding the FAX system and to compare the results of this 202 4 study with the results from prior studies, in particular the more recent 2014, 2018, and 2022 FAX rider satisfaction studies. A third purpose has been introduced this year, and that is to inquire whether, and to what extent, FAX fixed route bus riders have experienced or witnessed various types of harassing behavior, insulting language, and/or sexual misconduct while using the FAX fixed route bus system.
The survey was conducted through on-board and online interviews of 1004 randomly selected FAX fixed- route bus passengers, which yields a margin of error of +/ -3.09 percent at the 95 percent level of confidence. Rea & Parker Research was the prime contractor, with Competitive Edge Research & Communication supplying the on-board survey personnel and data input.
Rider Demographics
• Respondents are primarily Hispanic/Latino ( 35 percent), White (25 percent), and Black/African American (20 percent).
• Over one-third of respondents ( 35 percent) earn an annual household income of less than $10,000 and another 19 percent earn between $10,000 and $19,999 on an annual basis. The median respondent annual household income is $17,900.
• Over one-half of respondents (51 percent) are between 18 and 34 years of age with another 35 percent between the ages of 35 and 54. The median age of the respondents is 34.0. • Over seven in ten (72 percent) have a high school education or less while 15 percent have a college degree or more education.
• Almost 7 in 10 (69 percent) of respondents in the current survey are either employed full-time (25 percent), employed part-time (21 percent), self-employed (12 percent), or students who are also employed (11 percent). An additional 10 percent are students who are employed.
Rider Travel Characteristics
• The dominant typical trip purpo se of FAX riders is work/business ( 27 percent) followed by errands/personal (19 percent), college (13 percent) and shopping (11 percent). • Approximately one-third (31 percent) of FAX rider s make fewer than 5 trips per week . Also,14 percent of FAX riders make 13 or more trips per week in 2024. The median number of trips per week in 2024 is 6 trips.
• FAX has both long-term bus riders as well as relatively new riders. For example, just over one- fifth (22 percent) have ridden FAX for 10 years or more; on the other hand, 46 percent have ridden the system for less than 3 years. The mean length of time riders have ridden FAX is 6.0 years. • Seven in ten (71 percent) of FAX riders do not have access to a car or other vehicle to make the trip they were taking when they were surveyed.
• Among the 29 percent who do have access to a vehicle, over one-fourth (27 percent) use FAX instead of their vehicle because they wish to save gasoline, noting that the bus is less expensive than using their vehicle. Another 17 percent indicate that their car is being repaired or that it is not reliable.
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4 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
Rider Satisfaction with FAX Bus Service
• Riders express substantial overall satisfaction with the FAX bus system. Over 7 in 10 respondents (73 percent) are either very satisfied (29 percent) or satisfied (44 percent). On a scale of 1 to 6, where 1 = very satisfied and 6 = very dissatisfied, the mean satisfaction rating is 2.1 in the current year.
• The highest overall satisfaction with the FAX bus system is associated with bus routes 58/58E (1.67), 32 (1.74), and 35 (1.75).
• Riders provide very high mean ratings for drivers’ characteristics including drivers’ driving skills , drivers’ safety awareness, and drivers’ helpfulness (each with a mean of 2.1). The 2024 survey respondents also rate drivers’ courtesy relatively high (mean of 2.2). • Regarding time considerations, respondents are most satisfied with on-time performance, frequency of buses , and time to complete trip (each with a mean of 2.2). Respondents also express a moderate level of satisfaction with hours of operation on weekdays (mean of 2.3) .
Riders are less satisfied with the hours of operation on weekends (mean of 2.5). • Respondents are generally satisfied with the closeness of bus stops to home, closeness of bus stops to destinations, and overall comfort of bus rides (each with a mean of 2.2). Riders are less satisfied with the cleanliness of bus stops /stations (mean of 2.5) and cleanliness inside buses (mean of 2.4).
• Respondents are most satisfied with accessibility for people with disabilities (mean of 2.0) and value for price paid (mean of 2.1). Respondents are reasonably satisfied regarding the quality of audio/visual announcements (mean of 2.2) and the availability of route/schedule info (mean of
2.2).
• Riders identify on- time performance as the most im portant fea ture (28 percent) followed by frequency of buses (19 percent). Riders accord the next level of importance to time to complete trip (14 percent).
• The least important bus feature by far is the quality of audio/visual presentations of information on board the bus.
• Based upon a satisfaction/importance quadrant analysis, on- time performance is the core characteristic that leads to the overall rating of the FAX bus service as very satisfactory. Four characteristics would provide an important improvement to overall satisfaction: cleanliness inside buses, bus hours of operations on weekends, stops close to home, and stops close to destinations. Riders regard time to complete their trip and frequency of buses as being on the boundary line between being core satisfaction characteristics or being characteristics that would greatly enhance satisfaction were they to be improved.
• The “report card” that was developed for prior surveys shows that FAX has been a consistent success with high rider satisfaction. This high level of satisfaction is demonstrated by the A- and B+ grades that have been attributed to the various features of the FAX bus system since 2018.
Harassment on the FAX System
• FAX riders have experienced some degree of harassing behaviors such as hostile commen ts and gestures, stolen or damaged property, unwanted sexual language or behavior, or physical assault. Riders reported that they endured hostile comments, sounds, or gestures (43 percent).
Also, nearly one quarter ( 31 percent) experienced unwanted se xual language or behavior. A similar pattern emerged regarding riders who have seen or heard others being harassed.
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5 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024 • Among the 76 percent who experienced, saw, or heard at least one incident of harassment, nearly one-third (32 perc ent) reported that t he incident occurred on board the bus, and another 21 percent indicated that the incident occurred at bus stops or stations. The other 47 percent said that the incident occurred both at bus stops and on-board the bus. • Among the 76 percent of riders who experienced, saw, or heard at least one incident of harassment, over three fifths (61 percent) did not report the incident. • Among the 76 percent who experienced, saw, or heard at least one incident of harassment, one fourth (25 percent ) felt they or o thers were targeted because of race/ethnicity and another 24 percent indicated that gender/gender expression was a t the root of the harassment they experienced.
• Over one-third (35 percent) do not take any safety precautions when riding FAX buses. However, over one-quarter (26 percent) do not ride alone to maximize their perceived safety. • Nearly one-quarter of FAX respondents (24 percent always feel safe on-board FAX buses and at bus stops. On the other hand, one tenth (10 percent) never feel safe on-board or at bus stops.
Conclusion
• There is compelling evidence that FAX riders demonstrate a very high level of satisfaction with the services provided on the bus system. The high level of satisfaction for all features of bus service has been sustained over many years.
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6 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024 Introduction and Methodology
Fresno Area Express (FAX) is governed by the City of Fresno and is the largest public transportation provider in the Central San Joaquin Valley region, with 9.1 million annual riders in fiscal year 2024. FAX service consists of over 100 buses, approximately 1,500 bus stops, and 18 fixed routes in the City of Fresno including three major hubs: Downtown Transit Mall; Manchester Transit Center along Blackstone Avenue north of Shields; and a transfer point at River Park Shopping Center in north Fresno (see system map on next page).
FAX has elected to conduct a statistically reliable rider opinion and satisfaction on-board survey of its rider base. The purpose of the survey is threefold – first, to provide current information and opinions concerning rider satisfaction about the bus system and second to compare the results of this 202 4 study with the results of prior satisfaction surveys (in particular, the 2022, 2018, and 2014 rider satisfaction studies). The third purpose is to inquire whether FAX fixed route bus riders have experienced or witnessed various types of harassing behavior, insulting language, and/or sexual misconduct while using the FAX fixed route bus system. Rea & Pa rker Research was selected to conduct the 202 4 study, as it was for the 2022, 2018 and 2014 studies as well.
This survey was designed to ascertain the following information:
• Level of satisfaction with various features of the bus system • Overall level of satisfaction with the FAX bus system • Level of importance accorded to various features of the FAX bus system. • Travel characteristics of FAX riders including:
o Purpose of FAX bus trips on day of interview
o Length of time riders have ridden FAX.
o Number of weekly trips by FAX riders
o Access to a vehicle and reason for using FAX instead of a vehicle that may be available. • Demographic characteristics of the respondents
• Experience of harassing behavior on the FAX bus system The final survey questionnaire form is provided in the Appendix to this report. Spanish versions of the survey were also available to potential respondents as needed and as requested.
Competitive Edge Research & Communication (the survey contractor that aided in the on- board data collection) recruited seven local surveyors/interviewers for this project , and these interviewers were trained regarding the procedures necessary to conduct this on-board bus survey. Rea & Parker Research also recommended a supervisor for this project who has worked with Rea & Parker Research for many years to coordinate the survey effort daily and to provide continuous updates.
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7 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
The recruited interviewers/surveyors were trained by Rea & Parker Research and Competitive Edge Research & Communications (CERC) in Fresno on September 30, 2024. Follow-up trainings were H-8
8 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024 conducted in person by the field supervisor. The on-board survey process began on October 1, 2024, and was concluded on October 16, 2024. Randomly selected buses were surveyed between 5:45am and 9:30pm in direct proportion to their estimated ridership volume. Surveys were conducted on all seven days of the week.
Surveyors were responsible for randomly selecting bus riders for interview through a process developed by Rea & Parker Research. The surveyor would sit beside the selected interviewee and ask permission to interview h im/her. If permission was granted, the surveyor would interview the person by asking questions that were preprogrammed into a computerized tablet. If the person completed the interview, they would be given a Wal-Mart gift certificate for $5.00. If the respondent was not able to complete the interview before arriving at their bus stop, they were provided with an internet link to access the survey on their own computer to complete it and submit it to CERC and Rea & Parker Research.
The total number of survey forms completed (on-board and online) was 1,004. This yields a margin of error of +/ -3.09% at the 95 percent level of confidence. In this current 2024 survey, therefore, approximately 49 out of every 50 completed surveys ( 98 percent) were completed in English and 2 percent (1 out of 50) were completed in Spanish . The survey was also offered in Hmong by the one interviewer conversant in Hmong, who concentrated on routes serving the Asian population.
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9 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024 Survey Sample Characteristics
Table 1 shows all completed surveys according to the bus route indicated by the respondent at the time they were interviewed. Some respondents, who did not complete the survey on board, exercised the option to complete it online. Three higher-volume bus routes comprise one-half (51 percent) of completed surveys (Route 1 = 32 percent, Route 38 = 10 percent and Route 34 = 9 percent).
Table 1
Completed Surveys by Route
Other characteristics of completed surveys are depicted in Tables 2 and 3. Table 2 shows the completed surveys according to the day of the week the respondent was interviewed on board. Each weekday is well-represented with a total of 77 percent of surveys being weekday respondents and just under 1 in 4 (23 percent) responding on weekends. In 2022, over four -fifths of respondents (83 percent) answered the survey on weekdays while just under 1 in 5 (17 percent) responded on weekends. In 2018, only 12 percent of completed surveys were distributed on weekends.
Table 3 indicates the time of day completed surveys were distributed. Nearly three-fifths (59 percent) of completed surveys were from late morning and early afternoon between 9:00 am and 3:00 pm. Similarly Bus Route Completed Surveys # Completed Surveys %
Route 1 321 32
Route 38 97 10
Route 34 86 9
Route 41 74 7
Routes 26/39 72 7
Route 9 60 6
Route 20 57 6
Route 22 42 4
Route 28 41 4
Routes 12/35 40 4
Route 33 40 4
Route 45 25 3
Route 32 23 2
Route 3 12 1
Routes 58/58E 6 1
Total 1004 100%
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10 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024 in 2022, nearly seven in ten (69 percent) of completed surveys were completed from 9:00 AM to 3:00 PM. And in 2018, 68 percent of completed surveys were distributed during this same period.
Table 2
Day of Week Surveys Were Completed
The findings detailed in the report are divided into four components as follows:
• Demographic Statistics/Respondent Characteristics
• Passenger Travel Characteristics
• Passenger Satisfaction with FAX Bus Service (including most important features) • Harassment on FAX Buses and at Bus Stops
Charts and tables have been prepared for each of these major components depicting the basic survey results. Further, the results of this survey will be compared with the results of the 2022, 2018, and 2014 bus satisfaction surveys, again when warranted, where such analysis is feasible and when questions are comparable. Frequencies for all survey questions, lists of open -ended responses, and the survey instrument itself are contained in the Appendix.
Table 3
Time of Day Respondents Boarded Bus
Time of Day Completed Surveys # Completed Surveys %
Early Morning (Before 9am) 183 18
Late Morning (9 am - 11:59 am) 282 28
Early Afternoon (12 pm – 2:59 pm) 308 31 Late Afternoon/Early Evening
(3:00 pm – 7:00 pm) 226 22
Night (After 7pm) 5 1
Total 1004 100%
Day of Week Completed Surveys # Completed Surveys %
Monday 132 13
Tuesday 191 19
Wednesday 164 16
Thursday 163 16
Friday 121 12
Saturday 111 11
Sunday 122 12
Total 1004 100%
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11 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024 Survey Findings
Demographic Statistics/Respondent Characteristics
Table 4 presents selected demographic characteristics of the survey respondents. Over one-half of respondents (53 percent) are male, and English is the primary language spoken in the home for nearly 9 in 10 (88 percent) of respondents. Respondents are primarily Hispanic/Latino (35 percent), White (25 percent), and Black/ African American (20 percent), with Hispanic/Latino respondents showing some decrease from 2022 and Black/African American riders increasing.
Over one-third of respondents (35 percent) earn an annual household income of less than $10,000 and another 19 percent earn between $10,000 and $19, 999 on an annual basis. The median respondent annual household income is $1 7,900, which represents a considerable increase over 2022 ($13,800), 2018 ($9,300), and 2014 ($8,700).
Over one-half of respondents (51 percent) are between 18 and 34 years of age with another 35 percent between the ages of 35 and 54. The median age of 34.0 years of age represents a significant decline from the 2022 median age of 41.3. The median age for the current year is more consistent with the 2018 and 2014 survey years (each with a median age of approximately 33 years of age). The 2022 survey was conducted during the COVID epidemic, which may account for this divergence for that one survey period only.
Over 7 in 10 of respondents (72 percent) have a high s chool education or less . Thi s represent s a substantial difference from the 2022 survey year where 62 percent reported to have a high school or less education. In the current year , only 15 percent have a college degree or more education, again a substantial difference from the 2022 survey where over one-quarter (26 percent) reported to have a college degree or more education. Again, in the 2018 (17 percent) and 2014 (16 percent) surveys, those who reported to have college or more education are consistent with the current survey (15 percent).
Almost 7 in 10 (69 percent) of respondents in the current survey are either employed full- time (25 percent), employed part- time ( 21 percent), self -employed ( 12 percent), or students who are also employed (11 percent). An additional 10 percent are students who are employed. Among the remaining respondents, 12 percent are unemployed, 7 percent are disabled and unable to work , 4 percent are retired, and 3 percent are homemakers .
Just over 1 in 10 of the respondents (11 percent) in the 2024 survey is active-duty military, reservist, or a veteran. This is consistent with the military status reported in the 2022 survey. The major residential zip codes of the respondents in the current survey are as follows: 93726 and 92727 (11 percent each), 93722 (10 percent), and 93706 and 93711 (7 percent each).
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12 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024 Table 4
Bus Rider Demographics
Characteristic 2024 2022 2018 2014
Work Status
Employed Full-Time 20% 25% 20% 17%
Employed Part-Time 21% 14% 17% 19%
Self-Employed 12% 6% 5% 4%
Student and Employed 11% 7% 8% 6%
Student and Not Employed 10% 10% 16% 15%
Homemaker 3% 3% 3% 5%
Retired 4% 9% 6% 7%
Unemployed 12% 13% 14% 16%
Disabled and Unable to Work 7% 13% 11% 11%
Table 4 (Continued)
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13 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024 Bus Rider Demographics
Age 2024 2022 2018 2014
Under 18 5% 6% 8% 7%
18-to-34 46% 32% 48% 48%
35-to-54 35% 36% 27% 26%
55-to-74 13% 23% 16% 17%
75 and Older 1% 3% 1% 2%
Median Age 34.0 41.3 33.1 33.2
Education 2024 2022 2018 2014
Less than 8th Grade 3% 6% 4% 5%
Some High School 20% 13% 17% 16%
High School Graduate 49% 43% 50% 48%
Vocational/Technical School 13% 12% 12% 15%
College Graduate 15% 26% 17% 16%
2024: 2.2% post-graduate degrees included in college graduate category 2022: 4.5% post-graduate degrees included in college graduate category Table 4 (continued)
Bus Rider Demographics
Ethnicity 2024 2022 2018 2014
Hispanic/Latino 35% 43% 47% 46%
White 25% 27% 18% 25%
African-American/Black 20% 15% 22% 18%
Asian/Pacific Islander 7%a 3%b 3%c 7%d
American Indian/Alaska Native 4% 2% 3% 2%
Middle Eastern 1% ---- ---- ----
Mixed and Other Ethnicities 8%e 10%f 7% 2%
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14 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
a In 2024, 2.2% are Hmong, 0.9% Filipino, 0.8% Asian Indian or other Indic, 0.5% Japanese, Korean or Chinese, and
0.3% other Southeast Asian
b In 2022, 0.6% identified themselves as Hmong, 0.3% as Asian Indian, 0.3% as Laotian, 0.2% as Cambodian, 0.2% as Vietnamese, and 0.1% as Chinese, Indonesian, or Malaysian. c In 2018, 0.6% identified themselves as Hmong, 0.3% as Filipino, and 3% as Cambodian. d In 2014, 3% indicated that they were Hmong and another 1% Filipino. e 1% identify as Hispanic and Black, 1% identify as White and Black, 1% are Hispanic and White, and 1% are Asian mixed with Hispanic or White
f In 2020, 3% are mixed Hispanic and White, 2% Hispanic and Black, 2% Hispanic and Asian, 2% American Indian with Black or White, and 1% Black and White
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15 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024 Table 4 (continued)
Bus Rider Demographics
Annual Household Income f 2024 2022 2018 2014
Less than $10,000 35% 41% 54% 57%
$10,000-$19,999 19% 22% 22% 25%
$20,000-$29,999 25% 10% 11% 9%
$30,000-$39,999 14% 8% 5% 5%
$40,000-$49,999 4% 5% 4% 2%
$50,000 -$74,999 2% 5% 2% 2%
$75,000 - $99,999 1% 4% 2% -------
$100,000 and more ----- 5% -------- --------
Median Household Income $17,900 $13,800 $9,300 $8,700
In 2014, Highest income category provided on survey was $50,000 and above. In 2018, there were additional categories for $50,000-$74,999, $75,000-$99,999 and $100,000 or more. 2018 combined categories over $75,000.
Gender 2024 2022 2018 2014
Male 53% 50% 48% 41%
Female 43% 49% 52% 59%
Transgender 1% _____ _____ _____
Non-Binary 1% _____ _____ _____
Other 2% 1% -------- --------
“Other” was new category in 2022. Transgender and Non-Binary were new in 2024.
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16 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024 Table 4 (continued)
Bus Rider Demographics
Primary Language in Home 2024 2022 2018 2014
English 88% 88% 91% 89%
Spanish or Spanish Creole 7% 11% 8% 8%
Various Asian Languages 3% 1% 1% 2%
Other 2% ---- ---- ----
In 2024, Despite this preponderance of English as the primary language spoken at home, 30% consider themselves to be limited in their use of English, and another 5% do not know whether they are limited or not.
In 2022, 21% indicated that they consider themselves to be limited in their use of English, and another 5% do not know whether they are limited or not.
Active-Duty Military, Reservist, or
Veteran 2024 2022 2018 2014
Yes 11% 9% -------- --------
No 89% 91% -------- --------
Table 4 (continued)
Bus Rider Demographics
Major Residential Zip Codes 2024 2022 2018 2014
93726 11% 10% 10% 12%
93727 11% 8% 10% 7%
93722 10% 6% 7% 8%
93706 7% 10% 12% 9%
93711 7% 3% 2% 2%
93702 6% 10% 10% 11%
93705 6% 8% 6% 8%
93710 5% 4% 6% 6%
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17 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024 93701 5% 4% 5% 3%
93725 5% 3% 3% 4%
93728 3% 5% 5% 4%
93703 3% 7% 6% 6%
93721 3% 3% 2% 2%
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18 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024 Passenger Travel Characteristics
Chart 1 shows the purpose of the riders’ FAX bus trip at the time of interview. In the current 2024 survey, the dominant trip purpose of bus riders is work/business (27 percent), followed by errands/personal (19 percent), college (13 percent) and shopping (11 percent). In 2022, 2018 and 2014, the patterns are similar in that work/business is the dominant trip purpose (2022 = 32 percent, 2018 = 26 percent and in 2014 = 31 percent). Similarities also exist in that errands/personal is also a frequent trip purpose in the three survey periods prior t o the current year ( 2022 = 20 percent, 2018 = 17 percent , and 2014 = 14 percent). While college was a frequent bus trip in 2018 (19 percent) and in 2014 (23 percent), college became less of a trip purpose in 2022 (12 percent) and in the current year (13 percent). This is most likely due to schools conducting classes online, rather than in-person during COVID, and continuing with an increased number of online classes since. To the extent that COVID plays a role in some of the findings discussed in this report , the possible effect of COVID, where applicable, will be postulated.
Shopping trips were more prevalent, however, in the 2022 COVID year (16 percent).
Chart 2 shows that approximately one-third (31 percent) of FAX riders made fewer than 5 trips per week in the 2024 survey period. This represents a substantial decline in riding frequency from the 2022 and 2018 survey results when 41 percent and 39 percent, respectively, made fewer than 5 trips per week.
Also, 14 percent of FAX riders made 13 or more trips per week in 2024. This is consistent with prior survey periods (2022, 2018, and 2014) when 13 percent to 15 percent of FAX riders made 13 or more trips per week. The median number of trips per week in 2024 is 6 trips and this is similar to the median number of trips in prior years.
It is indicated in Chart 3 that FAX has both long -term bus riders as well as relatively new riders. For example, just over one -fifth (22 percent) have ridden FAX for 10 years or more; on the other hand, 46 percent have ridden the system for less than 3 years. The mean length of tim e riders have been riding FAX is 6.0 years, which is notably shorter than in 2022 (10.2 years) but somewhat more consistent with survey years 2018 (7.5 years) and 2014 (7.9 years). Again, it is likely that the decline in ridership during COVID has had a longer-term effect. This is even more evident in the median ridership length that has declined from 6 years in 2014 to 3 years in 2024. In the current year, 73 percent of bus riders have been riding FAX for one year or more. This percentage is slightly lower than in the 2022, 2018 and 2014 survey periods. (In 2022, -- 79 percent; in 2018 -- 83 percent, and in 2014 – 87 percent of bus riders had been riding FAX for one year or more).
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19 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
27%
19%
13%
11%
8%
7%
4%
3%
8%
32%
20%
12%
16%
2%
9%
7%
2%
26%
17%
19%
11%
6%
9%
8%
4%
31%
14%
23%
11%
3%
9%
7%
2%
0% 5% 10% 15% 20% 25% 30% 35%
WORK/BUSINESS
ERRANDS/PERSONAL
COLLEGE
SHOPPING
RECREATION/SOCIAL
HIGH/MIDDLE/ELEM
SCHOOL
MEDICAL/DENTAL
RELIGIOUS
SERVICES/MEETINGS
OTHER
Chart 1
Purpose of This Bus Trip
2024 2022 2018 2014
Relious Services in "other"
in prior years.
Other category includes:
jury duty, volunteer work,
and not specified
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20 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
31%
29%
26%
14%
41%
25%
19%
15%
39%
28%
19%
14%
34%
30%
23%
13%
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
FEWER THAN 5 TRIPS PER
WEEK
5-8 TRIPS PER WEEK 9-12 TRIPS PER WEEK 13 OR MORE TRIPS PER WEEK
Chart 2
Number of Weekly Trips by FAX Riders
2024 2022 2018 2014
2024: Mean = 8.0 trips; Median = 6 trips
2022: Mean = 8.1 trips; Median = 6 trips
2018: Mean = 7.5 trips; Median = 5 trips
2014: Mean = 7.9 trips; Median = 6 trips
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21 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
Chart 4 indicates that in the current survey 71 percent of riders do not have access to a car or other vehicle to make the type of trip that they were making when surveyed . This is consistent with the 2022 survey year when 70 percent of passengers did not have access to a car . Both 2024 and 2022 survey years demonstrate a decline among FAX riders who do not have access to a car. Specifically, in the 2018 and 2014, surveys, 77 percent and 79 percent respectively indicated that they did not have access to a vehicle, introducing the possibility that more passengers are using FAX as an option rather than being transit dependent.
27%
19%
15%
17%
14%
8%
21%
13%
11%
15%
18%
22%
17%
19%
15% 15%
19%
15%
13%
18%
14%
20% 20%
15%
0%
5%
10%
15%
20%
25%
30%
LESS THAN ONE
YEAR
ONE-TO-LESS THAN
3 YEARS
THREE-TO-LESS
THAN 5 YEARS
FIVE-TO-LESS THAN
10 YEARS
TEN-TO-LESS THAN
20 YEARS
TWENTY OR MORE
YEARS
Chart 3
Length of Time Riding FAX
2024 2022 2018 2014
2024 mean = 6.0 years: median = 3 years
2022 mean = 10.2 years: median = 5 years
2018 mean = 7.5 years: median = 5 years
2014 mean = 7.9 years: median = 6 years
H-22
22 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
In the 2024 survey, among the 29 percent who do have access to a vehicle, over one-fourth (25 percent) of the 29 percent with access to a vehicle use FAX instead of their vehicle because they wish to save gasoline, noting that the bus is less expensive than using their vehicle. This represents 7 percent (25 percent of 29 percent) of all bus passengers who have access to vehicle but choose to ride the bus to save money. Another 17 percent of the 29 percent indicate that their car is being repaired or is not reliable, and 16 percent (of the 29 percent) stated that the bus is easier and more relaxing. Similar results are found in pr evious survey periods. For example, in 2018, 35 percent of those with vehicle access reported that they did not use their vehicle because the bus is less expensive to use than their car.
Another 27 percent indicated that their shared vehicle is not always available. In 2014, 29 percent indicated that the bus is less expensive to use, another 35 percent indicated that their shared vehicle is not always available. The 2024 survey indicates that the lack of a shared vehicle (14 percent of the 29 percent) does not play as big a role in ridership as it did in these past years. The 2024 survey did show that environmental concerns are growing as a reason to take the bus (increasing from 1 percent in 2018 to 10 percent in 2024) (Chart 5).
29%
71%
30%
70%
23%
77%
21%
79%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
YES NO
Chart 4
Access to Car or Other Vehicle for This Type of Trip?
2024 2022 2018 2014
H-23
23 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
25%
17%
16%
15%
14%
10%
3%
27%
7%
22%
3%
25%
9%
7%
35%
10%
8%
10%
27%
1%
9%
29%
2%
9%
11%
35%
5%
9%
0% 5% 10% 15% 20% 25% 30% 35% 40%
SAVE GASOLINE--BUS LESS EXPENSIVE
CAR BEING REPAIRED/NOT RELIABLE
BUS IS EASIER/MORE RELAXING
CANNOT DRIVE/NO LICENSE
SHARED VEHICLE/RIDE NOT AVAILABLE
GOOD FOR ENVIRONMENT
OTHER/NONE
Chart 5
Reasons for Riding FAX
(among 29% who typically have vehicle available)
2024 2022 2018 2014
H-24
24 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024 Passenger Satisfaction with FAX Fixed-Route Bus Service
Overall Satisfaction
Chart 6 reports that riders express substantial overall satisfaction with the FAX bus system. Over 7 in 10 respondents (73 percent) are either very satisfied (29 percent) or satisfied (44 percent). This represents a slight decline in satisfaction from the 2022 survey period where 80 percent of riders reported that they were either very satisfied (44 percent) or satisfied (36%) with the FAX bus system. This decline, especially among those who are very satisfied, is offset in large part a larger percentage who are “satisfied” in 2024 than wer e “satisfied” in 2022. Mean satisfaction levels provide a more balanced comparison of satisfaction over the years. On a scale of 1 to 6, where 1 = very satisfied and 6 = very dissatisfied, the overall mean bus satisfaction rating is 2.1 in the current year. This mean rating is similar to the ratings in 2022 and 2018 (1.9 in each year) and more favorable than the 2014 survey rating of 2.3.
Chart 7 indicates the respondents’ overall satisfaction with the FAX bus system for each bus route. Mean satisfaction ratings range from 1.67 to 2.17. Route 33 has the lowest mean rating of 2.65. The highest levels of satisfaction are accorded to bus routes 58/58E (1.67), 9 (1.70), 32 (1.74), and 35 (1.75). Route 1, the most heavily traveled route in the FAX system, experienced a small decline from 1.80 to 2.00 between 2018 and 2024. In 2018, mean satisfaction ratings ranged from 1.79 to 2.17 and in 2022, the range was 1.66 - 2.40, which are both in line with 2024.
Satisfaction with Individual Features of FAX Service
Chart 8 shows the level of rider satisfaction regarding bus features that are associated with drivers’ performance characteristics. Riders are satisfied with the drivers’ driving skills, drivers’ safety awareness, and drivers’ helpfulness (each with a mean of 2.1). These satisfaction ratings are slightly lower than the ratings for these features in the 2022 and 2018 surveys. However, these 2024 ratings are slightly higher than those ratings reported in the 2014 survey. The 2024 survey respondents also rate drivers’ courtesy relatively high (mean of 2.2) – again, slightly lower than the means in the 2022 and 2018 surveys (means of 1.9 and 2.0 respectively). Drivers’ courtesy is rated higher in the current survey (mean of 2.2) than in the 2014 survey (mean of 2. 4). These four means associated with drivers’ characteristics show a reasonably consistent level of rider satisfaction over the past 10 years.
H-25
25 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
Chart 9 depicts the level of rider satisfaction regarding bus features most related to time considerations.
Among these bus trip characteristics, respondents are most satisfied with on time performance, frequency of buses, and time to complete trip (each with a mean of 2.2) . Respondents also express satisfaction with hours of operation—weekdays (mean of 2.3). Riders are less satisfied with the hours of operation on weekends (mean of 2.5). The data reveal similar patterns of satisfaction in the 2022 and 2018 surveys. It is noteworthy that these five categories of time characteristics show strong improvement in the level of rider satisfaction over the 2014 survey period. In 2014, the means for these characteristics ranged from 2.7 to 3.3. From 2014 to 2024, improvement s in the percentage of respondents who are very satisfied with these time characteristics range from a 6 percent improvement for on time performance to 10 percent improvement for frequency of buses.
29%
44%
20%
5%
1% 1%
44%
36%
13%
3%
2% 2%
42%
37%
15%
3%
2%
1%
29%
37%
20%
7%
3% 4%
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
VERY SATISFIED SATISFIED SLIGHTLY
SATISFIED
SLIGHTLY
DISSATISFIED
DISSATISFIED VERY
DISSATISFIED
Chart 6
Satisfaction with Overall Service
Scale = 1-to-6 (1 = Very Satisfied--6 = Very Dissatisfied) 2024 2022 2018 2014
2024: Percentage Very Satisfied or Satisfied = 73%
Mean Satisfaction = 2.1
2022: Percentage Very Satisfied or Satisfied = 80%
Mean Satisfaction = 1.9
2018: Percentage Very Satisfied or Satisfied = 79%
Mean Satisfaction = 1.9
2014: Percentage Very Satisfied or Satisfied = 66%
Mean Satisfaction = 2.3
H-26
26 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
2.00 1.83
1.70 1.83
2.02 1.98
2.17 2.24
1.74 2.65
2.11 1.75
2.11 2.51
1.80 1.67
1.87 2.00
1.79 2.10
1.68 1.66
2.08 1.87
2.00 2.56
1.70 2.40
1.71 2.19
1.44 1.00
1.80 1.90
1.92 1.80
1.94 1.94
1.99 1.87
2.17 2.02
1.92 1.96
1.79 1.82
2.00 1.001.201.401.601.802.002.202.402.602.80
1 3
9 12/35
20 22
26/39
28 32
33 34
35 38
41 45
58/58E
Chart 7
Overall Satisfaction by Bus Route
(Scale: 1= Very Satisfied---6 = Very Dissatified)
2024 2022 2018
(Only 9 responses on Route 33 in 2022 and 6 responses in 2018) (Only 1 response on Route 58 in both 2022 and 2018)
(Only 9 responses in 2022)
Overall Mean Satisfaction:
2024 = 2.07
2022 = 1.88
2018 =1.89
H-27
27 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
2.1 2.1 2.1
2.2 1.8 1.8
1.9 1.9
1.8 1.8
1.9 2.0
2.1 2.2
2.3 2.4
1 1.5
2 2.5
3 3.5
4 DRIVERS' DRIVING SKILLS DRIVERS' SAFETY
AWARENESS
DRIVERS' HELPFULNESS DRIVERS' COURTESY
Chart 8
Mean Satisfaction Ratings--Drivers' Characteristics
(Scale: 1 = Very Satisfied: 6 = Very Dissatisfied)
2024 2022 2018 2014
Very Satisfied
2024 = 31% 2024 = 29% 2024 = 29% 2024 = 28% 2022 = 48% 2022 = 46% 2022 = 46% 2022 = 44% 2018 = 45% 2018 = 46% 2018 = 43% 2018 = 41% 2014 = 33% 2014 = 31% 2014 = 30% 2014 = 26% H-28
28 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
2.2 2.2 2.2
2.3 2.5
2.1 2.2 2.2
2.1 2.6
2.3 2.3 2.3
2.1 2.6
2.7 2.8
2.7 2.7
3.3 1.5
2 2.5
3 3.5
4 ON-TIME PERFORMANCE FREQUENCY OF BUSES TIME TO COMPLETE TRIP HOURS OF OPERATION--
WEEKDAYS
HOURS OF OPERATION--
WEEKENDS
Chart 9
Mean Satisfaction Ratings--Time Characteristics
(Scale: 1 = Very Satisfied: 6 = Very Dissatisfied)
2024 2022 2018 2014
Very Satisfied
2024 = 26% 2024 = 27% 2024 = 24% 2024 = 24% 2024 = 20% 2022 = 37% 2022 = 34% 2022 = 33% 2022 = 40% 2022 = 30% 2018 = 31% 2018 = 30% 2018 = 30% 2018 = 38% 2018 = 28% 2014 = 20% 2014 = 17% 2014 = 18% 2014 = 25% 2014 = 19% H-29
29 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024 Chart 10 shows the level of rider satisfaction regarding bus features most related to comfort and convenience. Among these five bus features, respondents are most satisfied with the closeness of bus stops to home, closeness of bus stops to destinations, and overall comfort of bus rides (each with mean of 2.2). Riders are less satisfied with cleanliness of bus stops/stations (mean of 2.5) and cleanliness inside buses (mean of 2.4). Satisfaction associated with the features of closeness of bus stops to home, closeness of bus stops to destinations, and overall comfort of the bus has declined since 2018, but has generally improved relative to the 2014 satisfaction level.
Chart 11 depicts the level of rider satisfaction with the balance of the bus features surveyed. Among the four characteristics presented in Chart 11, respondents are most satisfied with accessibility for people with disabilities (mean of 2.0) and value for price paid to ride the bus (mean of 2.1). Respondents are reasonably satisfied regarding the quality of audio/visual announcements (mean of 2.2) an d the availability of route/schedule info (mean of 2.2). It is noteworthy that the satisfaction levels ass ociated with the bus characteristics in Chart 11 show a slight decline in 2024 from the 2022 and 2018 satisfaction ratings. However, the 2024 satisfaction ratings indicate a substantial improvement over the 20l4 satisfaction ratings.
H-30
30 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
2.2 2.2 2.2
2.4 2.5
1.9 1.9 1.9
2.3 2.5
2.0 2.0 2.0
2.4 2.5
2.2 2.2
2.4 2.9 2.9
1.5 2
2.5 3
3.5 4
CLOSENESS OF BUS
STOPS TO HOME
CLOSENESS OF BUS
STOPS TO DESTINATION
OVERALL COMFORT OF
BUS RIDES
CLEANLINESS INSIDE
BUSES
CLEANLINESS OF BUS
STOPS/STATIONS
Chart 10
Mean Satisfaction Ratings--Comfort/Convenience
(Scale: 1 = Very Satisfied: 6 = Very Dissatisfied)
2024 2022 2018 2014
Very Satisfied
2024 = 25% 2024 = 25% 2024 = 23% 2024 = 20% 2024 = 18% 2022 = 44% 2022 = 41% 2022 = 46% 2022 = 31% 2022 = 30% 2018 = 43% 2018 = 41% 2018 = 39% 2018 = 29% 2018 = 27% 2014 = 34% 2014 = 31% 2014 = 24% 2014 = 16% 2014 = 16% H-31
31 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
2.0 2.1
2.2 2.2
1.8 1.7
1.9 2.02.0
2.1 2.4
2.5 1.0
1.4 1.8
2.2 2.6
3.0 3.4
3.8 ACCESSIBILITY FOR PEOPLE
WITH DISABILITIES
VALUE FOR PRICE PAID QUALITY OF AUDIO/VISUAL
ANNOUNCEMENTS
AVAILABILITY OF
ROUTE/SCHEDULE INFO
Chart 11
Mean Satisfaction Ratings--Disabled
Access/Information/Value
(Scale: 1 = Very Satisfied: 6 = Very Dissatisfied)
2024 2022 2018 2014
Very Satisfied
2024 = 30% 2024 = 30% 2024 = 23% 2024 = 25% 2022 = 45% 2022 = 53% 2022 = 44% 2022 = 39% 2018 = 41% 2018 = 39% 2014 = 27% 2014 = 26% H-32
32 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024 Statistically Significant Relationships Associated with Passenger Satisfaction
The following significant relationships are related to ethnicity:
• Hispanics and African-Americans report higher ratings for the overall level of FAX service than do Asian and White riders.
• Hispanics indicate higher satisfaction with all driver characteristics, overall comfort of bus rides, availability of route/schedule information, closeness of bus stops to home, accessibility for people with a disability, and audio/visual announcement quality on bus. • African Americans rate availability of route information and audio/visual announcement quality on the bus relatively high.
• Asians report high ratings for frequency of buses and drivers’ driving skills and drivers’ safety awareness.
• Whites are particularly dissatisfied with weekday bus hours.
The following significant relationships are related to age:
• Passengers under the age of 18 are more dissatisfied with the cleanliness inside buses. • Passengers over the age of 75, on the other hand, are very satisfied with the cleanliness of the bus.
The following significant relationships are related to income:
• Those who earn under $20,000 per year rate the following bus features relatively high: on- time performance, overall comfort of bus riders, availability of route/schedule information, and all driver-related characteristics.
• Passengers with annual incomes between $20,000 and $39,999 rate the overall level of FAX service lower than do other income groups.
• Passengers who earn under $10,000 per year rate audio/visual announcement quality high. • Passengers who earn $50,000 or more per year rate cleanliness on board the bus and at bus stops lower.
• Passengers who earn $50,000 -$74,999 per year rate time to complete trip lower.
The following significant relationships are related to incidents of harassment:
• Predictably, those who have experienced or witnessed harassment rate all features (except proximity of bus stops to home) lower than do those who do not share such experiences.
The following significant relationships are related to length of time as FAX customer:
• Passengers who have been riders of FAX for 10 years or more are most satisfied with the FAX system particularly regarding driver helpfulness, safety awareness, route/schedule information, and value for the price paid.
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33 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024 Most Important Bus Features
Passengers were asked to indicate the bus features that they considered to be important. These ratings are presented in Charts 12, 13, and 14. Chart 12 shows how respondents rated their more important bus features. Respondents were asked to provide one response for the most important feature and a second response for the feature they regarded as next in importance. The total of percentages was weighted to account for these two percentages. Chart 13 utilizes the same method to analyze the less important bus features. Chart 14 ranks responses to a new question seeking the least important bus service features.
With reference to Chart 12, riders identify on-time performance as the most important weighted feature (28 percent) followed at some distance by frequency of buses (19 percent). Riders accord the next level of importance to time to complete trip ( 14 percent). These same bus service features demonstrated similar levels of importance in the 2022, 2018, and 2014 surveys.
Regarding Chart 13 (less important bus service features), the range of weighted percentages is very narrow (from a high of 5 percent (availability of route/schedule info) to a low of 2 percent (quality of audio/visual announcements). This range is identical for the same bus features for the 2022 survey period. There are two notable bus features in the 2024 survey where the range is expanded: Drivers’ Courtesy—11 percent in 2014 versus 4 percent in 2024 and Drivers’ Driving Skills – 8 percent in 2018 versus 4 percent in 2024, indicating that these features are becoming less important to riders.
Chart 14 reports the results of a new question that specifically asks riders which is their least important bus feature in generating satisfaction with FAX . The least important bus feature by far is the quality of audio/visual presentations (14 percent) followed by time to complete trip (8 percent), comfort (7 percent), and cleanliness inside the bus (7 percent).
H-34
34 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
28%
19%
14%
10%
9%
9%
9%
7%
7%
7%
41%
17%
9%
4%
7%
4%
3%
4%
7%
4%
35%
18%
13%
6%
9%
3%
3%
8%
6%
5%
32%
17%
12%
6%
11%
2%
4%
8%
7%
5%
0% 5% 10% 15% 20% 25% 30% 35% 40% 45%
ON-TIME PERFORMANCE
FREQUENCY OF BUSES
TIME TO COMPLETE TRIP
CLOSENESS OF BUS STOPS TO
HOME
HOURS OF OPERATION--
WEEKENDS
CLOSENESS OF BUS STOPS TO
DESTINATION
OVERALL COMFORT OF BUS RIDES
HOURS OF OPERATION--
WEEKDAYS
CLEANLINESS INSIDE BUSES
VALUE FOR PRICE PAID
Chart 12
More Important Bus Service Features*
2024 2022 2018 2014
* Respondents could provide one response for most
important feature and a second response for next
in importance. The total of percentages has been
weighted to account for these two responses.
The sum of percentages for Charts 12 and 13 exceeds
100% because both responses have been tallied.
H-35
35 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
5%
5%
5%
5%
4%
4%
4%
2%
5%
4%
4%
7%
7%
3%
3%
2%
3%
5%
4%
5%
8%
8%
3%
4%
3%
5%
11%
7%
0% 5% 10% 15% 20% 25%
AVAILABILITY OF
ROUTE/SCHEDULE INFO
DRIVERS' SAFETY AWARENESS
CLEANLINESS OF BUS
STOPS/STATIONS
DRIVERS' HELPFULNESS
DRIVERS' COURTESY
DRIVERS' DRIVING SKILLS
ACCESSIBILITY FOR PEOPLE WITH
DISABILITIES
QUALITY OF AUDIO/VISUAL
ANNOUNCEMENTS
Chart 13
Less Important Bus Service Features*
2024 2022 2018 2014
* Respondents could provide one response for most
important feature and a second response for next
in importance. The total of percentages has been
weighted to account for these two responses.
The sum of percentages for Charts 12 and 13 exceeds
100% because both responses have been tallied.
H-36
36 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
14%
8%
7%
7%
6%
6%
6%
5%
5%
5%
5%
4%
4%
4%
4%
4%
3%
3%
0% 2% 4% 6% 8% 10% 12% 14% 16%
Chart 14
Least Important FAX Bus Feature
H-37
37 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024 Statistically Significant Relationships Associated with Importance of Bus Features
An interesting finding is how Time to Complete the Trip ranks as the third most important (Chart 12), yet next to the least important factor for satisfaction (Chart 14). The following significant relationships relate to the importance of the bus features and point out how differently different groups feel about this factor.
Time to complete the trip is seen as very important by a good percentage of passengers (14 percent), especially Asians, and Hispanics; however, another 8 percent do not find it nearly as important—low- income passengers and White and African-American riders. • Time to complete the trip is more important to Asian and Hispanic riders than it is to White and African American riders.
• On-time performance, however, is least important to Asian riders. • Whites place more importance on the frequency of buses; Asians place the least amount of importance on frequency of buses.
• Riders who earn under $20,000 per year regard on- time performance and time to complete the trip as less important than do those earning more; those who earn $10,000 or less rate frequency of buses as less important.
Satisfaction/Importance Quadrant Analysis
Levels of satisfaction can be mapped on a chart with importance such that satisfaction is graphically measured against how important an issue is in four cells as follows:
The upper -right quadrant , above the median ratings for importance and satisfaction for all characteristics, represents features that display both high satisfaction and high importance.
Characteristics in this quadrant, therefore, are the core characteristics that make the FAX system a highly valued service.
The lower -right quadrant represents features that display high satisfaction but have low er importance relative to the median. These characteristics might be ones that are over -provided and could be reduced somewhat in reallocating resources to other quadrants —especially the upper-left quadrant.
The lower-left quadrant represents features that have both less satisfaction and less importance.
Because these features are of relatively low importance, efforts to improve these characteristics will have a relatively minor impact on overall satisfaction. The upper -left quadrant represents features that provide less satisfaction but are of high importance. The upper -left quadrant is critically important because it contains those system characteristics that are important to riders but are not provided as satisfactorily as riders would prefer. It is these characteristics that can increase satisfaction to the greatest extent.
Chart 15 is a satisfaction/importance quadrant analysis , with the quadrants established at the median satisfaction and importance for all 18 satisfaction ratings and importance percentages. In the upper right quadrant, one feature is plotted: on-time performance. This is the core characteristic that leads to the high degree of satisfaction with the FAX fixed-route bus service as has been evidenced in this report. In the 2022 survey, drivers’ courtesy and drivers’ helpfulness were among the core characteristics as was availability of route and schedule information; however, these are of lesser importance in 2024 and have moved into the lower-right quadrant containing well -regarded but less important features. On the other hand, on-time performance was in the upper-left quadrant in 2022 but has been sufficiently improved to find itself in the upper=right quadrant this go-round.
The upper left quadrant shows four characteristics that would improve overall satisfaction: cleanliness inside buses, bus hours of operations on weekends, stops close to home, and stops close to destinations.
H-38
38 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024 Riders regard these features as highly important but have not been provided to them with as high a degree of satisfaction as some of the other characteristics of FAX bus service. On the border between the upper-right and upper-left quadrants are trip time and frequency of buses—two features that were in the upper-left in 2022 but have improved relatively. Continued improvement would move them into the core satisfaction upper-right quadrant.
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39 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
2.15, 28%
2.18, 19%
2.18, 14%
2.22, 10%
2.51, 9%
2.23, 9% 2.21, 9%
2.27, 7%2.41, 7% 2.10, 7%
2.21, 5%2.52, 5% 2.08, 5%
2.15, 4%
2.18, 2%
0%
5%
10%
15%
20%
25%
30%
1.922.12.22.32.42.52.6
Chart 15
Satisfaction/Importance Quadrants
More Satisfaction
Greater Importance
On-Time Performance
Frequency of Buses
Time to Complete Trip
Weekend Hours
Weekday HoursCleanliness Inside Buses
Drivers' Courtesy
Drivers' Driving Skills
Cleanliness of Bus Stops
Value
Comfort
Drivers' Helpfulness
Stops Close to Home
Drivers' Safety Awareness 2.07, 5%
Stops Close to Destination
Availability of Route and Schedule Information
Disability Access
Quality of Announcements
2.03, 4%
2.05, 4%
H-40
40 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024 FAX Report Card
During all the years that FAX has conducted these rider satisfaction surveys, letter grades for FAX performance on the various service characteristics were assigned. These reports assigned grades of A, B, C, D or F (including plus and minus distinctions) based upon the mean satisfaction ratings provided for each characteristic. The grading scale used in the previous reports as well as the current report is depicted in Table 5 below. Table 6 shows the mean ratings and grades for 2024, 2022, 2018, and 2014.
Table 5
FAX Performance Letter Grading Scale
(Based on 1-6 ratings,
where 1 = Very Satisfied and 6 = Very Dissatisfied)
1.00 to 1.33 A+
1.34 to 1.67 A
1.68 to 1.99 A-
2.00 to 2.33 B+
2.34 to 2.67 B
2.68 to 2.99 B-
3.00 to 3.33 C+
3.34 to 3.67 C
3.68 to 3.99 C-
4.00 to 4.33 D+
4.34 to 4.67 D
4.68 to 4.99 D-
5.00 to 5.33 D-/F
5.34 to 6.00 F
What emerges from Table 6 is evidence that the FAX system has been a consistent success. There is considerable satisfaction with the FAX bus system, and this high level of satisfaction is demonstrated by the A- and B+ grades that are consistently attributed to the various features of the FAX bus system since 2018. The grades, themselves, are a rough indicator of rider satisfaction but to consider these grades to be absolute would be a mistake. The reason that these are to be considered as “rough” indicators is related to myriad factors, of which the following are most important: (1) The FAX system has obtained a fairly large number of new riders in recent years and these new riders, who did not participate in past surveys, seem to have rated some of the bus features lower than the riders with considerably more tenure, as was described above; (2) The numerical ranges associated with the grades ( Table 5) are somewhat arbitrary. The numeral distinction between a low A- and a high B+ is not very meaningful and, as such, that distinction should not be used to concretely judge the quality of the FAX system . Again, the conclusion herein is that the FAX system has consistently provided excellent service over many years.
le 6
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41 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024 FAX Customer Satisfaction Report Card and Mean Satisfaction Ratings
Service Characteristic 2024
Grade
2024
Mean
2024
Grade
2024
Mean
2024
Grade
2024
Mean
2024
Grade
2024
Mean
Overall Service
Provided by FAX Buses B+ 2.07 A- 1.88 A- 1.89 B+ 2.30
Accessibility for People
with a Disability B+ 2.03 A- 1.81
Drivers' Driving Skills B+ 2.05 A- 1.77 A- 1.84 B+ 2.14 Drivers' Safety
Awareness B+ 2.07 A- 1.80 A- 1.82 B+ 2.17
Drivers' Helpfulness B+ 2.08 A- 1.86 A- 1.90 B+ 2.17
Value for Price Paid B+ 2.10 A- 1.71 A- 1.95 B 2.38
Drivers' Courtesy B+ 2.15 A- 1.89 A- 1.98 B 2.44
On-Time Performance B+ 2.15 B+ 2.14 B+ 2.33 B- 2.71
Audio/Visual
Announcement Quality
on Bus
B+ 2.18 A- 1.85
Time to Complete Trip B+ 2.18 B+ 2.21 B+ 2.27 B- 2.70
Frequency of Buses B+ 2.18 B+ 2.24 B+ 2.29 B- 2.83
Overall Comfort of Bus
Rides B+ 2.21 A- 1.91 A- 1.99 B 2.42
Availability of
Route/Schedule Info B+ 2.21 B+ 2.00 B+ 2.07 B 2.47
Closeness of Bus Stops
to Home B+ 2.22 A- 1.94 A- 1.99 B+ 2.20
Closeness of Bus Stops
to Destination B+ 2.23 A- 1.93 A- 1.97 B+ 2.21
Hours of Operation--
Weekdays B+ 2.27 B+ 2.05 B+ 2.13 B 2.67
Cleanliness Inside
Buses B 2.41 B+ 2.25 B 2.37 B- 2.89
Hours of Operation--
Weekends B 2.51 B 2.61 B 2.64 C+ 3.30
Cleanliness of Bus
Stops/Stations B 2.52 B 2.46 B 2.45 B- 2.85
H-42
42 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024 Harassment on FAX Buses and Bus Stops
FAX riders have experienced harassing behaviors such as hostile comments and gestures, stolen or damaged property, unwanted sexual language or behavior, or physical assault to some degree —not overwhelmingly, but still worthy of note. (Chart 16). For example, about one-third of riders reported that they endured hostile comments, sounds, or gestures (34 percent). Also, nearly one quarter (24 percent) experienced unwanted sexual language or behavior.
A similar pattern emerges regarding riders who have seen or heard others being harassed. Chart 17 indicates the extent to which FAX riders saw or heard other rider s being harassed on the FAX system.
Whereas 57 percent to 75 percent never directly experienced these types of harassing behavior (Chart 16), a smaller percentage (46 percent to 67 percent) have not seen or heard other riders being harassed.
For example, more than one- half of FAX rider s (54 percent) have either frequently or a few times observed hostile comments, sounds, or gestures directed at other riders. 9%
7%
5%
6%
7%
34%
22%
20%
20%
24%
57%
70%
75%
74%
69%
0% 10% 20% 30% 40% 50% 60% 70% 80%
HOSTILE COMMENTS,
SOUNDS, OR GESTURES
FOLLOWING OR STALKING
PERSONAL PROPERTY
DAMAGED OR STOLEN
PUSHING, SPITTING OR OTHER
PHYSICAL ASSAULT
UNWANTED SEXUAL
LANGUAGE OR BEHAVIOR
Chart 16
Harassment Happened to FAX Bus Rider (Self)
Frequently A Few Times Never
H-43
43 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
A total of 76 percent of FAX bus riders indicated that they had either been the victim of one of these forms of harassment or had seen or heard someone else victimized.
Among the 76 percent who experienced, saw, or heard at least one incident of harassment, nearly one- third (32 percent) reported that the incident(s) occurred on board the bus, and another 21 percent indicated that the incident(s) occurred at bus stops or s tations. Nearly one-half (47 percent) said the incident(s) occurred both at bus stops and on-board the bus (Chart 18).
12%
9%
9%
10%
12%
42%
24%
29%
29%
29%
46%
67%
62%
61%
62%
0% 10% 20% 30% 40% 50% 60% 70% 80%
HOSTILE COMMENTS,
SOUNDS, OR GESTURES
FOLLOWING OR STALKING
PERSONAL PROPERTY
DAMAGED OR STOLEN
PUSHING, SPITTING OR OTHER
PHYSICAL ASSAULT
UNWANTED SEXUAL
LANGUAGE OR BEHAVIOR
Chart 17
Saw/Heard Other Rider Harassed
Frequently A Few Times Never
H-44
44 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
At Bus Stops or
Stations, 21%
On-Board Bus, 32%
Both Waiting and
On-Board, 47%
Chart 18
Where Harassment Occurred
(Among 76% who Experienced, Saw, or Heard at Least One Incident of Harassment)
H-45
45 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
Among 76 percent of riders who experienced, saw, or heard at least one incident of harassment, over three-fifths (61 percent) did not report the incident (s). Among those who did report the incident, 21 percent reported the incident to FAX, with another 16 percent reporting the incident to law enforcement. (Chart 19).
Chart 20 shows the reasons why victims feel they or others were targeted. Among the 76 percent who experienced, saw, or heard at least one incident of harassment, one-fourth (25 percent) felt they or others were targeted because of race/ethnicity and another 24 percent indicated that gender/gender expression was at the root of the harassment they experienced. Language spoken and income (each 23 percent) were identified next as reasons why riders were targeted.
Did Not Report
Incident, 61%
To FAX, 21%
Police/Law
Enforcement, 16%
Federal Transit
Administration,
2%
Chart 19
Reported Harassment
(Among 76% who Experienced, Saw, or Heard at Least One Incident of Harassment)
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46 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
25%
24%
23%
23%
22%
22%
19%
15%
12%
21%
0% 5% 10% 15% 20% 25% 30%
RACE OR ETHNICITY
GENDER/GENDER EXPRESSION
LANGUAGE SPOKEN
INCOME
OBESITY
DISABILITY
AGE
RELIGION
SEXUAL ORIENTATION
NONE OF THE ABOVE/DO NOT
KNOW
Chart 20
Subject of Harassment
(Among 76% who Experienced, Saw, or Heard at Least One Incident of Harassment-- Respondent Could Indicate More than One Subject; therefore, %s sum to >100%) H-47
47 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024 Chart 21 indicates the safety precautions undertaken by riders to avoid harassment. Over one-third (35 percent) do not take any safety precautions when riding FAX buses. Other riders are more proactive in avoiding harassment. Over one -quarter (26 percent) do not ride alone, 23 percent carry self- defense spray or other self-protection devices, 21 percent do not ride at night, and 20 percent avoid certain routes.
Don't ride alone,
26%
Carry self -defense
spray or other self-
protection device,
23%
Don't ride at night,
21%
Avoid certain
routes, 20%
I do not take any
safety precautions
when riding FAX
Buses, 35%
Chart 21
Safety Precautions Undertaken by Riders to Avoid
Harassment
(Respondents Could Offer Multiple Answers; therefore, %s Sum >100%) H-48
48 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024 Chart 22 shows that nearly one-fourth of FAX riders (24 percent) always feel safe on-board FAX buses and that same percentage always feel safe at bus stops. On the other hand, one- tenth of respondents (10 percent) never feel safe on-board or at bus stops.
24%
24%
23%
26%
33%
32%
10%
8%
10%
10%
0% 5% 10% 15% 20% 25% 30% 35%
ON-BOARD
AT BUS STOPS
Chart 22
Feel Safe Using FAX Buses
1-Always 2 3 4 5=Never
H-49
49 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024 Statistically Significant Relationships Associated with Harassment of Bus Passengers
The following significant relationships are related to harassment:
Among the 76 percent of bus riders who have experienced, seen, or heard harassment of riders:
• The routes that showed the greatest percentage of incidents were Routes 32 (91 percent of riders), 20 (86 percent), 38 (86 percent), 33 (85 percent), and 45 (84 percent). On the lower end were Routes 28 (51 percent) and 9 (62 percent),
• Limited English speakers experienced more harassment (84 percent versus those without such language limitations—71 percent)
• Active and Reserve military (91 percent) in contrast to veterans and non-military (74 percent) • Full-time workers (66 percent) experienced less harassment than all other riders (78 percent) • Younger riders experienced more harassment than older riders —under 18 (92 percent), 18 -54 (76 percent), and 55 and over (69 percent).
• Consistent with the age issue, and counter intuitively (based simply on the passage of time) , longer tenured riders have experienced less harassment (67 percent for those riding FAX for 10 years or more versus 78 percent under 10 years). These last two findings may also be a result of long-term memory recall vagaries.
H-50
50 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
APPENDIX
Questionnaire 52
Frequencies 57
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51 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
FAX 2024 PASSENGER SATISFACTION SURVEY—ON-BOARD
TRAVEL CHARACTERISTICS
Q1. What is the bus route number that you are on? ________ (Can be completed by surveyor or passenger)
Q2. What day of the week is it that you are riding this bus? (Can be completed by surveyor or passenger)
1. Monday
2. Tuesday
3. Wednesday
4. Thursday
5. Friday
6. Saturday
7. Sunday
Q3. What time did you board this bus today? (Can be completed by surveyor or passenger)
1. _____Before 9am
2. _____Between 9am and 11:59am
3. _____Between Noon and 2:59pm
4. _____Between 3pm and 7:00pm
5. _____After 7pm
Q4. How many one-way trips on FAX do you take in a typical week? (If you take a round trip, that would be counted as two trips) __________ (NUMBER OF WEEKLY TRIPS—ENTER 0, IF NONE)
Q5. What is the purpose of this FAX bus trip? (CHECK ONLY ONE)
1. ___ College 7. ____Medical/Dental
2. ____High/Middle/Elementary School 8. ____Jury Duty
3. ____Work/Business 9. ____Religious Service or Meeting- Church/Temple/Mosque/Synagogu
4. ____Shopping 10.____Volunteer Work
5. ____Errands/Personal 11.____Other
6. ____Recreational/Social
Q6. How many months or years have you been a FAX bus rider? ___years ___months
Q7. Do you have access to a car or other motor vehicle to make the same kinds of trips that you make by FAX?
1.____Yes 2. ___ No [IF NO, GO TO Q8)
Q7a. (ANSWER IF Q7 = YES) Which is the main reason you ride FAX instead of using that vehicle for your trips? The bus is…
1. ____Less expensive than driving
2. ____Easier and/or more relaxing than driving
3. ____Good for the environment
4. ____None of the above
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52 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
SATISFACTION
Q8 (1 through 19). Please indicate your satisfaction or dissatisfaction with each of the FAX bus features listed below by checking a box for each feature.
RANK YOUR SATISFACTION WITH EACH BUS FEATURE ON A SCALE OF 1-to-6
CHECK ONLY ONE COLUMN FOR EACH BUS FEATURE
BUS FEATURE 1 = Very
Satisfied
2 =
Satisfied
3 =
Slightly
Satisfied
4 =
Slightly
Dissatisfie
d
5 =
Dissatisfi
ed
6 = Very
Dissatisfi
ed
1. On-time performance
2. Frequency of buses
3. Time it takes to complete trip
4. Cleanliness inside buses
5. Cleanliness of bus stops and transfer
stations
6. Typical FAX bus drivers’ courtesy
7. Typical FAX bus drivers’ helpfulness
8. Typical FAX bus drivers’ driving skills
9. Typical FAX bus drivers’ safety
awareness
10. Overall comfort of bus rides
11. Availability of route/ schedule
information
12. Bus hours of operation on
weekdays
13. Bus hours of operation on
weekends
14. Closeness of bus stops to home
15. Closeness of bus stops to
destination
16. Accessibility for people with
disabilities on FAX buses
17. Quality of audio and visual
announcements on FAX buses
18. Value provided by FAX for the
price paid
19. Overall service provided by FAX
Q8a-c.
Q8a Please write the number of the bus service feature listed in Q8 that you consider to be MOST IMPORTANT to you
#________. Please include only features “1” through “18” above in your response.
Q8b. Please write the number of the bus service feature listed in Q8 that you consider to be SECOND
MOST IMPORTANT
#________. Please include only features “1” through “18” above in your response.
Q8c. What do you consider to be the least important bus feature listed in Q8? #________. Please include only features “1” through “18” above in your response .
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53 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
HARASSMENT
Q9. The following questions ask about your experiences using the FA bus system during the past year. Think about all parts of a transit trip, both onboard and while waiting at stops.
Part A:
happened to
me
Part A:
happened to
me
Part A:
happened
to me
Part B: I
saw or
heard …
happen to
someone
else
Part B: I
saw or
heard …
happen to
someone
else
Part B: I
saw or
heard …
happen to
someone
else
Frequently A few times Never Frequently A few
times
Never
1. Hostile
comments,
sounds, or
gestures
2. Following or
stalking
3. Personal property
damaged or
stolen
4. Pushing, spitting
or other physical
assault
5. Unwanted sexual
language or
behavior
QUESTIONS 10 THROUGH 12 CAN BE SKIPPED IF RESPONDENT DOESN’T REPORT ANY
HARASSMENT
10. Where did these incidents happen?
1.____At Bus Stops or Stations
2.____Onboard
3.____Both
11. When these incidents happened, did you officially report any of them? (check all that apply) 1.___Did not report any
2.___To FAX (in person, online, by phone, via social media, etc.)
3.___To police/law enforcement
4.___To the Federal Transit Administration (FTA)
12. When these incidents happened, were you or the victim mainly targeted because of…? (check all that apply)
1.___Age
2.___Disability
3.___Gender/gender expression
4.___Income
5.___Language spoken
6.___Obesity
7.___Race or ethnicity
8.___Religion
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54 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
9.___Sexual orientation
10.___None of the above/Do Not Know
13. Which of the following safety precautions, if any, do you take when using FAX to avoid being harassed? (check all that apply)
1.____Don't ride at night
2.____Avoid certain routes
3.____Don't ride alone
4.____Carry self -defense spray or other self-protection device
5.____I do not take any safety precautions when using FAX
14. When you use the FAX bus system, how often do you feel safe from harassment, including physical harm, abusive language and/or sexual misconduct….?
14a. ….on board FAX buses
Always Never
14b. ….at the bus stops
Always Never
DEMOGRAPHICS
MILITARY / VETERAN STATUS. Are you active-duty U.S. Military, Reservist, or a U.S.
Veteran?
1. ____ Yes, Active Military
2. ____ Yes, Reservist
3. ____ Yes, Veteran
4. ____ No
WORK. What is your work status?
1. ____Employed Full-Time
2. ____Employed Part-Time
3. ____Self-Employed
4. ____Student and Employed
5. ____Student and Not Employed
6. ____Homemaker
7. ____Retired
8. ____Unemployed
9. ____Disabled and Unable to Work
EDUC. What is the last grade in school you have completed?
1. ____Less than 8th Grade Education
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55 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
2. ____Some High School
3. ____High School Graduate
4. ____Vocational/Technical School
5. ____College Graduate
6. ____Post-Graduate Education
ETHNICITY. Which of the following most closely describes your ethnic background? (CHECK
ONLY ONE)
1. ____Hispanic
2. ____White/Caucasian
3. ____African American/Black
4. ____Asian/Southeast Asian (GO TO Eth-4a)
5. ____American Indian
6. ____Pacific Islander
7. ____Middle Easterner
8. ____Mixed Ethnicities (Go to Eth 8a)
9. ____Other
ETH 4a (If 4 checked above)
Are you….?
1. Hmong
2. Asian Indian
3. Indic other than from India
4. Southeast Asian other than Hmong
5. Filipino
6. Chinese other than Hmong
7. Japanese
8. Korean
9. Other
ETH 8a (If 8 checked above
Are you…?
1. Hispanic and White
2. Hispanic and Black
3. Hispanic and Asian
4. White and Black
5. White and Asian
6. Other Mixed
GENDER.
1. ___Male
2. ___Female
3. ___Non-Binary
4. ___Transgender
5. ___Other
AGE. What year were you born? _____________
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56 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
INCOME. Which of the following categories best describes your total household income in 2021, before taxes?
1. ____Less than $10,000 per year
2. ____$10,000 to $19,999 per year
3. ____$20,000 to $29,999 per year
4. ____$30,000 to $39,999 per year
5. ____$40,000 to $49,999 per year
6. ____$50,000 to $74,999 per year
7. ____ $75,000 to $99,999 per year
8. ____ $100,000 or more per year
9. ____ Do not know/Refused
ZIP CODE OF PRIMARY RESIDENCE _____________
LEP:
Do you or do you not consider yourself to be limited in the English language?
1. Yes, I consider myself to be limited in my use of English
2. No, I do not consider myself to be limited in my use of English
3. Don’t Know/refused
LANGUAGE What is the primary language spoken in your home?
1. ____English
2. ____Spanish or Spanish Creole
3. ____Hmong
4. ____Punjabi
5. ____Other Indic (Indo-Aryan)
languages
6. ____Laotian
7. ____Mon-Khmer, Cambodian
8. ____Chinese
9. ____Arabic
10. ____Vietnamese
11. ____Armenian
12. ____Tagalog
13. _____Other
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57 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
Frequency Tables
Bus Route
Frequency Percent Valid Percent Cumulative Percent
Valid 1 321 32.0 32.0 32.0
3 12 1.2 1.2 33.2
9 60 6.0 6.0 39.1
12/35 40 4.0 4.0 43.1
20 57 5.7 5.7 48.8
22 42 4.2 4.2 53.0
26/39 72 7.2 7.2 60.2
28 41 4.1 4.1 64.2
32 23 2.3 2.3 66.5
33 40 4.0 4.0 70.5
34 86 8.6 8.6 79.1
35 8 .8 .8 79.9
38 97 9.7 9.7 89.5
41 74 7.4 7.4 96.9
45 25 2.5 2.5 99.4
58/58E 6 .6 .6 100.0
Total 1004 100.0 100.0
Day of Week
Frequency Percent Valid Percent
Cumulative
Percent
Valid Monday 132 13.1 13.1 13.1
Tuesday 191 19.0 19.0 32.2
Wednesday 164 16.3 16.3 48.5
Thursday 163 16.2 16.2 64.7
Friday 121 12.1 12.1 76.8
Saturday 111 11.1 11.1 87.8
Sunday 122 12.2 12.2 100.0
Total 1004 100.0 100.0
Time of Boarding
Frequency Percent
Valid
Percent
Cumulative
Percent
Valid Before 9am 183 18.2 18.2 18.2
Between 9am and 11:50am 282 28.1 28.1 46.3
Between Noon and 2:59pm 308 30.7 30.7 77.0
Between 3pm and 7pm 226 22.5 22.5 99.5
After 7pm 5 .5 .5 100.0
Total 1004 100.0 100.0
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58 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
Number of Weekly One-Way Trips
Frequency Percent Valid Percent Cumulative Percent
Valid 0 6 .6 .6 .6
1 38 3.8 3.8 4.4
2 120 12.0 12.0 16.3
3 30 3.0 3.0 19.3
4 115 11.5 11.5 30.8
5 75 7.5 7.5 38.2
6 126 12.5 12.5 50.8
7 23 2.3 2.3 53.1
8 64 6.4 6.4 59.5
9 6 .6 .6 60.1
10 160 15.9 15.9 76.0
11 9 .9 .9 76.9
12 90 9.0 9.0 85.9
13 2 .2 .2 86.1
14 62 6.2 6.2 92.2
15 9 .9 .9 93.1
16 15 1.5 1.5 94.6
17 2 .2 .2 94.8
18 9 .9 .9 95.7
20 17 1.7 1.7 97.4
21 1 .1 .1 97.5
22 6 .6 .6 98.1
23 1 .1 .1 98.2
24 1 .1 .1 98.3
25 2 .2 .2 98.5
28 4 .4 .4 98.9
30 5 .5 .5 99.4
32 1 .1 .1 99.5
39 1 .1 .1 99.6
41 1 .1 .1 99.7
42 2 .2 .2 99.9
50 1 .1 .1 100.0
Total 1004 100.0 100.0
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59 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
This Trip Purpose
Frequency Percent
Valid
Percent
Cumulative
Percent
Valid College 130 12.9 12.9 12.9
High/Middle/Elem School 72 7.2 7.2 20.1
Work/Business 269 26.8 26.8 46.9
Shopping 108 10.8 10.8 57.7
Errands/Personal 192 19.1 19.1 76.8
Recreational/Social 78 7.8 7.8 84.6
Medical/Dental 39 3.9 3.9 88.4
Jury Duty 2 .2 .2 88.6
Religious Service or Meeting 28 2.8 2.8 91.4
Volunteer Work 9 .9 .9 92.3
Other 77 7.7 7.7 100.0
Total 1004 100.0 100.0
Months or Years Riding FAX
6B
answer i In… Frequency Percent
Valid
Percent
Cumulative
Percent
Months Valid 1 41 14.1 14.1 14.1
2 54 18.6 18.6 32.6
3 32 11.0 11.0 43.6
4 30 10.3 10.3 54.0
5 21 7.2 7.2 61.2
6 35 12.0 12.0 73.2
7 10 3.4 3.4 76.6
8 19 6.5 6.5 83.2
9 16 5.5 5.5 88.7
10 10 3.4 3.4 92.1
11 6 2.1 2.1 94.2
12 9 3.1 3.1 97.3
14 1 .3 .3 97.6
15 2 .7 .7 98.3
18 1 .3 .3 98.6
20 1 .3 .3 99.0
25 1 .3 .3 99.3
29 1 .3 .3 99.7
36 1 .3 .3 100.0
Total 291 100.0 100.0
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60 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
Months or Years Riding FAX
6B answer in... Frequency Percent
Valid
Percent
Cumulative
Percent
Years Valid 1 57 8.0 8.0 8.0
2 114 16.0 16.0 24.0
3 82 11.5 11.5 35.5
4 65 9.1 9.1 44.6
5 69 9.7 9.7 54.3
6 43 6.0 6.0 60.3
7 21 2.9 2.9 63.3
8 24 3.4 3.4 66.6
9 14 2.0 2.0 68.6
10 51 7.2 7.2 75.7
11 5 .7 .7 76.4
12 25 3.5 3.5 79.9
13 6 .8 .8 80.8
14 7 1.0 1.0 81.8
15 27 3.8 3.8 85.6
16 6 .8 .8 86.4
17 2 .3 .3 86.7
18 10 1.4 1.4 88.1
19 2 .3 .3 88.4
20 29 4.1 4.1 92.4
21 3 .4 .4 92.8
22 4 .6 .6 93.4
23 3 .4 .4 93.8
24 3 .4 .4 94.2
25 8 1.1 1.1 95.4
26 1 .1 .1 95.5
27 1 .1 .1 95.7
28 4 .6 .6 96.2
30 10 1.4 1.4 97.6
32 3 .4 .4 98.0
35 4 .6 .6 98.6
40 6 .8 .8 99.4
43 1 .1 .1 99.6
48 1 .1 .1 99.7
49 1 .1 .1 99.9
50 1 .1 .1 100.0
Total 713 100.0 100.0
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61 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
Access to a Car
Frequency Percent Valid Percent Cumulative Percent
Valid Yes 291 29.0 29.0 29.0
No 713 71.0 71.0 100.0
Total 1004 100.0 100.0
Main Reason for Riding FAX Instead of Car
Frequency Percent Valid Percent
Cumulative
Percent
Valid Less expensive than Driving 73 7.3 25.1 25.1
Easier and More Relaxing than
Driving
46 4.6 15.8 40.9
Good for Environment 28 2.8 9.6 50.5
Ride/Shared Vehicle not
Available
41 4.1 14.1 64.6
Car Under Repair 50 5.0 17.2 81.8
Cannot Drive/No License 43 4.3 14.8 96.6
None of the Above 10 1.0 3.4 100.0
Total 291 29.0 100.0
Missing System 713 71.0
Total 1004 100.0
Satisfaction--On-Time Performance
Frequency Percent Valid Percent
Cumulative
Percent
Valid Very Satisfied 259 25.8 26.1 26.1
Satisfied 452 45.0 45.6 71.7
Slightly Satisfied 194 19.3 19.6 91.2
Slightly Dissatisfied 54 5.4 5.4 96.7
Dissatisfied 22 2.2 2.2 98.9
Very Dissatisfied 11 1.1 1.1 100.0
Total 992 98.8 100.0
Missing DK/REF 12 1.2
Total 1004 100.0
H-62
62 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
Satisfaction--Frequency of Buses
Frequency Percent Valid Percent
Cumulative
Percent
Valid Very Satisfied 267 26.6 26.9 26.9
Satisfied 445 44.3 44.8 71.7
Slightly Satisfied 171 17.0 17.2 88.9
Slightly Dissatisfied 72 7.2 7.3 96.2
Dissatisfied 23 2.3 2.3 98.5
Very Dissatisfied 15 1.5 1.5 100.0
Total 993 98.9 100.0
Missing DK/REF 11 1.1
Total 1004 100.0
Satisfaction--Time to Complete Trip
Frequency Percent Valid Percent
Cumulative
Percent
Valid Very Satisfied 239 23.8 24.0 24.0
Satisfied 467 46.5 46.9 70.9
Slightly Satisfied 205 20.4 20.6 91.5
Slightly Dissatisfied 49 4.9 4.9 96.4
Dissatisfied 27 2.7 2.7 99.1
Very Dissatisfied 9 .9 .9 100.0
Total 996 99.2 100.0
Missing DK/REF 8 .8
Total 1004 100.0
Cleanliness inside Buses
Frequency Percent Valid Percent
Cumulative
Percent
Valid Very Satisfied 197 19.6 19.8 19.8
Satisfied 439 43.7 44.1 63.9
Slightly Satisfied 212 21.1 21.3 85.1
Slightly Dissatisfied 80 8.0 8.0 93.2
Dissatisfied 41 4.1 4.1 97.3
Very Dissatisfied 27 2.7 2.7 100.0
Total 996 99.2 100.0
Missing DK/REF 8 .8
Total 1004 100.0
H-63
63 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
Cleanliness of Bus Stops/Transfer Stations
Frequency Percent Valid Percent
Cumulative
Percent
Valid Very Satisfied 183 18.2 18.4 18.4
Satisfied 398 39.6 40.0 58.4
Slightly Satisfied 239 23.8 24.0 82.4
Slightly Dissatisfied 91 9.1 9.1 91.6
Dissatisfied 53 5.3 5.3 96.9
Very Dissatisfied 31 3.1 3.1 100.0
Total 995 99.1 100.0
Missing DK/REF 9 .9
Total 1004 100.0
Bus Driver Courtesy
Frequency Percent Valid Percent
Cumulative
Percent
Valid Very Satisfied 274 27.3 27.5 27.5
Satisfied 455 45.3 45.6 73.1
Slightly Satisfied 177 17.6 17.8 90.9
Slightly Dissatisfied 46 4.6 4.6 95.5
Dissatisfied 26 2.6 2.6 98.1
Very Dissatisfied 19 1.9 1.9 100.0
Total 997 99.3 100.0
Missing DK/REF 7 .7
Total 1004 100.0
Bus Driver Helpfulness
Frequency Percent Valid Percent
Cumulative
Percent
Valid Very Satisfied 284 28.3 28.7 28.7
Satisfied 458 45.6 46.2 74.9
Slightly Satisfied 170 16.9 17.2 92.0
Slightly Dissatisfied 50 5.0 5.0 97.1
Dissatisfied 18 1.8 1.8 98.9
Very Dissatisfied 11 1.1 1.1 100.0
Total 991 98.7 100.0
Missing DK/REF 13 1.3
Total 1004 100.0
H-64
64 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
Bus Driver Driving Skills
Frequency Percent Valid Percent
Cumulative
Percent
Valid Very Satisfied 308 30.7 30.9 30.9
Satisfied 444 44.2 44.5 75.4
Slightly Satisfied 176 17.5 17.7 93.1
Slightly Dissatisfied 39 3.9 3.9 97.0
Dissatisfied 19 1.9 1.9 98.9
Very Dissatisfied 11 1.1 1.1 100.0
Total 997 99.3 100.0
Missing DK/REF 7 .7
Total 1004 100.0
Bus Driver Safety Awareness
Frequency Percent Valid Percent
Cumulative
Percent
Valid Very Satisfied 288 28.7 29.1 29.1
Satisfied 442 44.0 44.6 73.7
Slightly Satisfied 194 19.3 19.6 93.2
Slightly Dissatisfied 44 4.4 4.4 97.7
Dissatisfied 16 1.6 1.6 99.3
Very Dissatisfied 7 .7 .7 100.0
Total 991 98.7 100.0
Missing DK/REF 13 1.3
Total 1004 100.0
Comfort of Ride
Frequency Percent Valid Percent
Cumulative
Percent
Valid Very Satisfied 231 23.0 23.2 23.2
Satisfied 455 45.3 45.7 68.9
Slightly Satisfied 220 21.9 22.1 91.0
Slightly Dissatisfied 60 6.0 6.0 97.0
Dissatisfied 19 1.9 1.9 98.9
Very Dissatisfied 11 1.1 1.1 100.0
Total 996 99.2 100.0
Missing DK/REF 8 .8
Total 1004 100.0
H-65
65 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
Availability of Route/Sched Info
Frequency Percent Valid Percent
Cumulative
Percent
Valid Very Satisfied 246 24.5 24.7 24.7
Satisfied 442 44.0 44.4 69.1
Slightly Satisfied 204 20.3 20.5 89.6
Slightly Dissatisfied 70 7.0 7.0 96.7
Dissatisfied 22 2.2 2.2 98.9
Very Dissatisfied 11 1.1 1.1 100.0
Total 995 99.1 100.0
Missing DK/REF 9 .9
Total 1004 100.0
Hours of Operation--Weekdays
Frequency Percent Valid Percent
Cumulative
Percent
Valid Very Satisfied 240 23.9 24.3 24.3
Satisfied 416 41.4 42.1 66.3
Slightly Satisfied 223 22.2 22.5 88.9
Slightly Dissatisfied 60 6.0 6.1 94.9
Dissatisfied 33 3.3 3.3 98.3
Very Dissatisfied 17 1.7 1.7 100.0
Total 989 98.5 100.0
Missing DK/REF 15 1.5
Total 1004 100.0
Hours of Operation--Weekends
Frequency Percent Valid Percent
Cumulative
Percent
Valid Very Satisfied 195 19.4 20.0 20.0
Satisfied 386 38.4 39.7 59.7
Slightly Satisfied 226 22.5 23.2 82.9
Slightly Dissatisfied 77 7.7 7.9 90.9
Dissatisfied 48 4.8 4.9 95.8
Very Dissatisfied 41 4.1 4.2 100.0
Total 973 96.9 100.0
Missing DK/REF 31 3.1
Total 1004 100.0
H-66
66 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
Closeness of Bus Stops to Home
Frequency Percent Valid Percent
Cumulative
Percent
Valid Very Satisfied 250 24.9 25.2 25.2
Satisfied 425 42.3 42.8 68.0
Slightly Satisfied 218 21.7 22.0 90.0
Slightly Dissatisfied 60 6.0 6.0 96.1
Dissatisfied 24 2.4 2.4 98.5
Very Dissatisfied 15 1.5 1.5 100.0
Total 992 98.8 100.0
Missing DK/REF 12 1.2
Total 1004 100.0
Closeness of Bus Stops to Destination
Frequency Percent Valid Percent
Cumulative
Percent
Valid Very Satisfied 246 24.5 24.7 24.7
Satisfied 423 42.1 42.5 67.2
Slightly Satisfied 220 21.9 22.1 89.3
Slightly Dissatisfied 73 7.3 7.3 96.7
Dissatisfied 23 2.3 2.3 99.0
Very Dissatisfied 10 1.0 1.0 100.0
Total 995 99.1 100.0
Missing DK/REF 9 .9
Total 1004 100.0
Disabled Ride Accessibility
Frequency Percent Valid Percent
Cumulative
Percent
Valid Very Satisfied 284 28.3 30.2 30.2
Satisfied 450 44.8 47.8 78.0
Slightly Satisfied 148 14.7 15.7 93.7
Slightly Dissatisfied 28 2.8 3.0 96.7
Dissatisfied 20 2.0 2.1 98.8
Very Dissatisfied 11 1.1 1.2 100.0
Total 941 93.7 100.0
Missing DK/REF 63 6.3
Total 1004 100.0
H-67
67 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
Quality of Audio/Visual Announcements
Frequency Percent Valid Percent
Cumulative
Percent
Valid Very Satisfied 229 22.8 23.2 23.2
Satisfied 464 46.2 47.1 70.4
Slightly Satisfied 217 21.6 22.0 92.4
Slightly Dissatisfied 48 4.8 4.9 97.3
Dissatisfied 19 1.9 1.9 99.2
Very Dissatisfied 8 .8 .8 100.0
Total 985 98.1 100.0
Missing DK/REF 19 1.9
Total 1004 100.0
Value for the Price
Frequency Percent Valid Percent
Cumulative
Percent
Valid Very Satisfied 295 29.4 29.8 29.8
Satisfied 411 40.9 41.5 71.2
Slightly Satisfied 193 19.2 19.5 90.7
Slightly Dissatisfied 78 7.8 7.9 98.6
Dissatisfied 11 1.1 1.1 99.7
Very Dissatisfied 3 .3 .3 100.0
Total 991 98.7 100.0
Missing DK/REF 13 1.3
Total 1004 100.0
Overall Service
Frequency Percent Valid Percent
Cumulative
Percent
Valid Very Satisfied 289 28.8 29.0 29.0
Satisfied 440 43.8 44.2 73.2
Slightly Satisfied 203 20.2 20.4 93.6
Slightly Dissatisfied 48 4.8 4.8 98.4
Dissatisfied 9 .9 .9 99.3
Very Dissatisfied 7 .7 .7 100.0
Total 996 99.2 100.0
Missing DK/REF 8 .8
Total 1004 100.0
H-68
68 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
Most Important Feature
Frequency Percent Valid Percent
Cumulative
Percent
Valid On-Time Performance 206 20.5 20.5 20.5
Frequency of Buses 125 12.5 12.5 33.0
Time to Complete Trip 89 8.9 8.9 41.8
Cleanliness inside Buses 40 4.0 4.0 45.8
Cleanliness at
Stops/Stations
27 2.7 2.7 48.5
Driver Courtesy 22 2.2 2.2 50.7
Driver Helpfulness 26 2.6 2.6 53.3
Driver Driving Skills 23 2.3 2.3 55.6
Driver Safety Awareness 26 2.6 2.6 58.2
Comfort of Buses 65 6.5 6.5 64.6
Availability of Route/Sched
Info
35 3.5 3.5 68.1
Weekday Hours of
Operation
49 4.9 4.9 73.0
Weekend Hours of
Operation
56 5.6 5.6 78.6
Closeness of Bus Stops to
Home
74 7.4 7.4 86.0
Closeness of Bus Stops to
Destination
53 5.3 5.3 91.2
Disability Access 27 2.7 2.7 93.9
Quality of Audio/Visual
Announcements
13 1.3 1.3 95.2
Value for the Price 48 4.8 4.8 100.0
Total 1004 100.0 100.0
Second Most Important Feature
Frequency Percent Valid Percent
Cumulative
Percent
Valid On-Time Performance 133 13.2 13.2 13.2
Frequency of Buses 135 13.4 13.4 26.7
Time to Complete Trip 104 10.4 10.4 37.1
Cleanliness inside Buses 53 5.3 5.3 42.3
Cleanliness at Stops/Stations 37 3.7 3.7 46.0
Driver Courtesy 31 3.1 3.1 49.1
Driver Helpfulness 30 3.0 3.0 52.1
Driver Driving Skills 35 3.5 3.5 55.6
Driver Safety Awareness 40 4.0 4.0 59.6
Comfort of Buses 58 5.8 5.8 65.3
Availability of Route/Sched Info 39 3.9 3.9 69.2
H-69
69 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
Weekday Hours of Operation 41 4.1 4.1 73.3
Weekend Hours of Operation 56 5.6 5.6 78.9
Closeness of Bus Stops to Home 63 6.3 6.3 85.2
Least Important Feature
Frequency Percent Valid Percent
Cumulative
Percent
Valid On-Time Performance 38 3.8 3.8 3.8
Frequency of Buses 40 4.0 4.0 7.8
Time to Complete Trip 82 8.2 8.2 15.9
Cleanliness inside Buses 64 6.4 6.4 22.3
Cleanliness at Stops/Stations 50 5.0 5.0 27.3
Driver Courtesy 53 5.3 5.3 32.6
Driver Helpfulness 40 4.0 4.0 36.6
Driver Driving Skills 35 3.5 3.5 40.0
Driver Safety Awareness 34 3.4 3.4 43.4
Comfort of Buses 69 6.9 6.9 50.3
Availability of Route/Sched Info 50 5.0 5.0 55.3
Weekday Hours of Operation 43 4.3 4.3 59.6
Weekend Hours of Operation 55 5.5 5.5 65.0
Closeness of Bus Stops to
Home
52 5.2 5.2 70.2
Closeness of Bus Stops to
Destination
34 3.4 3.4 73.6
Disability Access 60 6.0 6.0 79.6
Quality of Audio/Visual
Announcements
142 14.1 14.1 93.7
Value for the Price 63 6.3 6.3 100.0
Total 1004 100.0 100.0
Hostile comments, sounds, or gestures--myself
Frequency Percent Valid Percent
Cumulative
Percent
Valid Frequently 91 9.1 9.4 9.4
A Few Times 327 32.6 33.6 43.0
Never 555 55.3 57.0 100.0
Total 973 96.9 100.0
Missing DK/REF 31 3.1
Total 1004 100.0
H-70
70 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
Following or stalking--myself
Frequency Percent Valid Percent
Cumulative
Percent
Valid Frequently 70 7.0 7.3 7.3
A Few Times 214 21.3 22.3 29.6
Never 676 67.3 70.4 100.0
Total 960 95.6 100.0
Missing DK/REF 44 4.4
Total 1004 100.0
Personal property damaged or stolen--myself
Frequency Percent Valid Percent
Cumulative
Percent
Valid Frequently 53 5.3 5.5 5.5
A Few Times 194 19.3 20.0 25.5
Never 723 72.0 74.5 100.0
Total 970 96.6 100.0
Missing DK/REF 34 3.4
Total 1004 100.0
Pushing, spitting or other physical assault--myself
Frequency Percent Valid Percent
Cumulative
Percent
Valid Frequently 58 5.8 6.0 6.0
A Few Times 195 19.4 20.1 26.1
Never 718 71.5 73.9 100.0
Total 971 96.7 100.0
Missing DK/REF 33 3.3
Total 1004 100.0
Unwanted sexual language or behavior--myself
Frequency Percent Valid Percent
Cumulative
Percent
Valid Frequently 72 7.2 7.4 7.4
A Few Times 231 23.0 23.8 31.2
Never 668 66.5 68.8 100.0
Total 971 96.7 100.0
Missing DK/REF 33 3.3
Total 1004 100.0
H-71
71 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
Hostile comments, sounds, or gestures---to others
Frequency Percent Valid Percent
Cumulative
Percent
Valid Frequently 116 11.6 12.0 12.0
A Few Times 406 40.4 41.9 53.9
Never 447 44.5 46.1 100.0
Total 969 96.5 100.0
Missing DK/REF 35 3.5
Total 1004 100.0
Following or stalking--to others
Frequency Percent Valid Percent
Cumulative
Percent
Valid Frequently 84 8.4 8.9 8.9
A Few Times 228 22.7 24.2 33.2
Never 629 62.6 66.8 100.0
Total 941 93.7 100.0
Missing DK/REF 63 6.3
Total 1004 100.0
Personal property damaged or stolen--to others
Frequency Percent Valid Percent
Cumulative
Percent
Valid Frequently 91 9.1 9.6 9.6
A Few Times 271 27.0 28.6 38.3
Never 584 58.2 61.7 100.0
Total 946 94.2 100.0
Missing DK/REF 58 5.8
Total 1004 100.0
Pushing, spitting or other physical assault--to others
Frequency Percent Valid Percent
Cumulative
Percent
Valid Frequently 98 9.8 10.2 10.2
A Few Times 279 27.8 29.2 39.4
Never 580 57.8 60.6 100.0
Total 957 95.3 100.0
Missing DK/REF 47 4.7
Total 1004 100.0
H-72
72 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
Unwanted sexual language or behavior--to others
Frequency Percent Valid Percent
Cumulative
Percent
Valid Frequently 112 11.2 11.8 11.8
A Few Times 279 27.8 29.4 41.2
Never 557 55.5 58.8 100.0
Total 948 94.4 100.0
Missing DK/REF 56 5.6
Total 1004 100.0
Experienced Harassment
Frequency Percent Valid Percent
Cumulative
Percent
Valid Experienced Harassment 759 75.6 75.6 75.6
Has Not Experienced
Harassment
245 24.4 24.4 100.0
Total 1004 100.0 100.0
Where did these incidents happen?
Frequency Percent Valid Percent
Cumulative
Percent
Valid At Bus Stops or Stations 162 16.1 21.3 21.3
On-Board 243 24.2 32.0 53.4
Both 354 35.3 46.6 100.0
Total 759 75.6 100.0
Missing System 245 24.4
Total 1004 100.0
When these incidents happened, did you officially report any of them?
Frequency Percent Valid Percent
Cumulative
Percent
Valid Did not Report 464 46.2 61.2 61.2
Reported to FAX 160 15.9 21.1 82.3
Reported to Police/Law
Enforcement
117 11.7 15.4 97.8
Reported to Federal Transit
Administration (FTA)
17 1.7 2.2 100.0
Total 758 75.5 100.0
Missing System 246 24.5
Total 1004 100.0
H-73
73 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
When these incidents happened, did you officially report any of them?
Frequency Percent Valid Percent
Cumulative
Percent
Valid Reported to FAX 24 2.4 46.2 46.2
Reported to Police/Law
Enforcement
18 1.8 34.6 80.8
Reported to Federal
Transit Administration
(FTA)
10 1.0 19.2 100.0
Total 52 5.2 100.0
Missing System 952 94.8
Total 1004 100.0
When these incidents happened, were you or the victim mainly targeted because of …..?
Frequency Percent Valid Percent
Cumulative
Percent
Valid Age 71 7.1 14.5 14.5
Disability 71 7.1 14.5 29.0
Gender/Gender
Expression
70 7.0 14.3 43.3
Income 68 6.8 13.9 57.1
Language Spoken 41 4.1 8.4 65.5
Obesity 17 1.7 3.5 69.0
Race or Ethnicity 24 2.4 4.9 73.9
Religion 13 1.3 2.7 76.5
Sexual Orientation 13 1.3 2.7 79.2
None of the Above/Do Not
Know
102 10.2 20.8 100.0
Total 490 48.8 100.0
Missing 11 268 26.7
System 246 24.5
Total 514 51.2
Total 1004 100.0
H-74
74 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
When these incidents happened, were you or the victim mainly targeted because of …..?
Frequency Percent Valid Percent
Cumulative
Percent
Valid Age 10 1.0 4.5 4.5
Disability 20 2.0 9.0 13.5
Gender/Gender Expression 20 2.0 9.0 22.4
Income 12 1.2 5.4 27.8
Language Spoken 26 2.6 11.7 39.5
Obesity 60 6.0 26.9 66.4
Race or Ethnicity 40 4.0 17.9 84.3
Religion 27 2.7 12.1 96.4
Sexual Orientation 8 .8 3.6 100.0
Total 223 22.2 100.0
Missing System 781 77.8
Total 1004 100.0
When these incidents happened, were you or the victim mainly targeted because of …..?
Frequency Percent Valid Percent
Cumulative
Percent
Valid Age 2 .2 1.2 1.2
Disability 8 .8 4.7 5.9
Gender/Gender
Expression
19 1.9 11.2 17.1
Income 16 1.6 9.4 26.5
Language Spoken 29 2.9 17.1 43.5
Obesity 17 1.7 10.0 53.5
Race or Ethnicity 38 3.8 22.4 75.9
Religion 18 1.8 10.6 86.5
Sexual Orientation 23 2.3 13.5 100.0
Total 170 16.9 100.0
Missing System 834 83.1
Total 1004 100.0
H-75
75 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
When these incidents happened, were you or the victim mainly targeted because of …..?
Frequency Percent Valid Percent
Cumulative
Percent
Valid Age 5 .5 5.6 5.6
Disability 5 .5 5.6 11.1
Gender/Gender
Expression
7 .7 7.8 18.9
Income 11 1.1 12.2 31.1
Language Spoken 13 1.3 14.4 45.6
Obesity 11 1.1 12.2 57.8
Race or Ethnicity 15 1.5 16.7 74.4
Religion 12 1.2 13.3 87.8
Sexual Orientation 11 1.1 12.2 100.0
Total 90 9.0 100.0
Missing System 914 91.0
Total 1004 100.0
When these incidents happened, were you or the victim mainly targeted because of …..?
Frequency Percent Valid Percent
Cumulative
Percent
Valid Age 5 .5 20.0 20.0
Disability 2 .2 8.0 28.0
Gender/Gender
Expression
1 .1 4.0 32.0
Income 3 .3 12.0 44.0
Language Spoken 2 .2 8.0 52.0
Obesity 1 .1 4.0 56.0
Race or Ethnicity 4 .4 16.0 72.0
Religion 3 .3 12.0 84.0
Sexual Orientation 4 .4 16.0 100.0
Total 25 2.5 100.0
Missing System 979 97.5
Total 1004 100.0
H-76
76 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
When these incidents happened, were you or the victim mainly targeted because of …..?
Frequency Percent
Valid
Percent
Cumulative
Percent
Valid Age 1 .1 12.5 12.5
Gender/Gender Expression 1 .1 12.5 25.0
Income 2 .2 25.0 50.0
Obesity 2 .2 25.0 75.0
Race or Ethnicity 1 .1 12.5 87.5
Sexual Orientation 1 .1 12.5 100.0
Total 8 .8 100.0
Missing System 996 99.2
Total 1004 100.0
When these incidents happened, were you or the victim mainly targeted because of …..?
Frequency Percent Valid Percent
Cumulative
Percent
Valid Gender/Gender
Expression
1 .1 33.3 33.3
Race or Ethnicity 1 .1 33.3 66.7
Religion 1 .1 33.3 100.0
Total 3 .3 100.0
Missing System 1001 99.7
Total 1004 100.0
Which of the following safety precautions, if any, do you take when using FAX to avoid being harassed?
Frequency Percent Valid Percent
Cumulative
Percent
Valid Do Not Ride at Night 174 17.3 17.3 17.3
Avoid Certain Routes 142 14.1 14.1 31.5
Do Not Ride Alone 184 18.3 18.3 49.8
Carry Self-Defense
Spray or Other Self-
Protection
154 15.3 15.3 65.1
I Do Not Take Any
Safety Precautions
When Using FAX
350 34.9 34.9 100.0
Total 1004 100.0 100.0
H-77
77 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
Which of the following safety precautions, if any, do you take when using FAX to avoid being harassed?
Frequency Percent Valid Percent
Cumulative
Percent
Valid Do Not Ride at Night 22 2.2 12.7 12.7
Avoid Certain Routes 46 4.6 26.6 39.3
Do Not Ride Alone 61 6.1 35.3 74.6
Carry Self-Defense Spray
or Other Self-Protection
44 4.4 25.4 100.0
Total 173 17.2 100.0
Missing System 831 82.8
Total 1004 100.0
Which of the following safety precautions, if any, do you take when using FAX to avoid being harassed?
Frequency Percent
Valid
Percent
Cumulative
Percent
Valid Do Not Ride at Night 10 1.0 15.4 15.4
Avoid Certain Routes 13 1.3 20.0 35.4
Do Not Ride Alone 19 1.9 29.2 64.6
Carry Self-Defense Spray
or Other Self-Protection
23 2.3 35.4 100.0
Total 65 6.5 100.0
Missing System 939 93.5
Total 1004 100.0
Which of the following safety precautions, if any, do you take when using FAX to avoid being harassed?
Frequency Percent
Valid
Percent
Cumulative
Percent
Valid Do Not Ride at Night 4 .4 22.2 22.2
Avoid Certain Routes 1 .1 5.6 27.8
Do Not Ride Alone 2 .2 11.1 38.9
Carry Self-Defense Spray
or Other Self-Protection
11 1.1 61.1 100.0
Total 18 1.8 100.0
Missing System 986 98.2
Total 1004 100.0
H-78
78 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
When you use the FAX bus system, how often do you feel safe from harassment, including physical harm, abusive language and/or sexual misconduct on board FAX buses?
Frequency Percent Valid Percent Cumulative Percent
Valid 1- Always 240 23.9 23.9 23.9
2 231 23.0 23.0 46.9
3 337 33.6 33.6 80.5
4 99 9.9 9.9 90.3
5-Never 97 9.7 9.7 100.0
Total 1004 100.0 100.0
When you use the FAX bus system, how often do you feel safe from harassment, including physical harm, abusive language and/or sexual misconduct at the bus stops?
Frequency Percent Valid Percent
Cumulative
Percent
Valid 1- Always 243 24.2 24.2 24.2
2 257 25.6 25.6 49.8
3 322 32.1 32.1 81.9
4 83 8.3 8.3 90.1
5-Never 99 9.9 9.9 100.0
Total 1004 100.0 100.0
Military
Frequency Percent Valid Percent
Cumulative
Percent
Valid Yes, active duty military 22 2.2 2.2 2.2
Yes, reservist 32 3.2 3.3 5.5
Yes, veteran 53 5.3 5.4 10.9
No 871 86.8 89.1 100.0
Total 978 97.4 100.0
Missing UNSURE 26 2.6
Total 1004 100.0
H-79
79 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
Work Status
Frequency Percent Valid Percent
Cumulative
Percent
Valid Employed Full-Time 200 19.9 19.9 19.9
Employed Part-Time 209 20.8 20.8 40.7
Self-Employed 119 11.9 11.9 52.6
Student and Employed 111 11.1 11.1 63.6
Student and Not Employed 105 10.5 10.5 74.1
Homemaker 25 2.5 2.5 76.6
Retired 43 4.3 4.3 80.9
Unemployed 122 12.2 12.2 93.0
Disabled and Unable to
Work
70 7.0 7.0 100.0
Total 1004 100.0 100.0
Highest Level of Education
Frequency Percent Valid Percent
Cumulative
Percent
Valid Less than 8th Grade
Education
34 3.4 3.4 3.4
Some High School 202 20.1 20.1 23.5
High School Graduate 497 49.5 49.5 73.0
Vocational/Technical
School
125 12.5 12.5 85.5
College Graduate 124 12.4 12.4 97.8
Post-Graduate Education 22 2.2 2.2 100.0
Total 1004 100.0 100.0
Ethnicity
Frequency Percent Valid Percent
Cumulative
Percent
Valid Hispanic 355 35.4 35.8 35.8
White/Caucasian 247 24.6 24.9 60.7
African American/Black 199 19.8 20.1 80.8
Asian/Southeast Asian 53 5.3 5.3 86.2
American Indian 35 3.5 3.5 89.7
Pacific Islander 16 1.6 1.6 91.3
Middle Easterner 8 .8 .8 92.1
Mixed Ethnicities 31 3.1 3.1 95.3
Other 47 4.7 4.7 100.0
Total 991 98.7 100.0
Missing DK/Refused (DO NOT
READ)
13 1.3
Total 1004 100.0
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Asian
Frequency Percent Valid Percent
Cumulative
Percent
Valid Hmong (MONG) 22 2.2 41.5 41.5
Asian Indian 6 .6 11.3 52.8
Indic other than from India 2 .2 3.8 56.6
Southeast Asian other than
Hmong
3 .3 5.7 62.3
Filipino 9 .9 17.0 79.2
Chinese other than Hmong 1 .1 1.9 81.1
Japanese 1 .1 1.9 83.0
Korean 3 .3 5.7 88.7
Other 6 .6 11.3 100.0
Total 53 5.3 100.0
Missing System 951 94.7
Total 1004 100.0
Mixed Ethnicity
Frequency Percent Valid Percent
Cumulative
Percent
Valid Hispanic and White 6 .6 19.4 19.4
Hispanic and Black 8 .8 25.8 45.2
Hispanic and Asian 3 .3 9.7 54.8
White and Black 7 .7 22.6 77.4
White and Asian 2 .2 6.5 83.9
Other mixed 5 .5 16.1 100.0
Total 31 3.1 100.0
Missing System 973 96.9
Total 1004 100.0
Gender
Frequency Percent Valid Percent
Cumulative
Percent
Valid Male 517 51.5 52.4 52.4
Female 426 42.4 43.2 95.5
Non-Binary 13 1.3 1.3 96.9
Transgender 14 1.4 1.4 98.3
Other 17 1.7 1.7 100.0
Total 987 98.3 100.0
Missing DK/Refused (Do Not Read) 17 1.7
Total 1004 100.0
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Year Born
Frequency Percent Valid Percent Cumulative Percent
Valid 1941 1 .1 .1 .1
1944 2 .2 .2 .3
1945 1 .1 .1 .4
1948 5 .5 .5 .9
1949 2 .2 .2 1.1
1950 1 .1 .1 1.2
1951 1 .1 .1 1.3
1952 2 .2 .2 1.5
1953 1 .1 .1 1.6
1954 5 .5 .5 2.1
1955 6 .6 .6 2.7
1956 4 .4 .4 3.1
1957 6 .6 .6 3.7
1958 9 .9 .9 4.6
1959 5 .5 .5 5.1
1960 11 1.1 1.1 6.2
1961 2 .2 .2 6.4
1962 5 .5 .5 6.9
1963 9 .9 .9 7.8
1964 13 1.3 1.3 9.1
1965 12 1.2 1.2 10.3
1966 10 1.0 1.0 11.3
1967 10 1.0 1.0 12.3
1968 11 1.1 1.1 13.3
1969 9 .9 .9 14.2
1970 8 .8 .8 15.0
1971 5 .5 .5 15.5
1972 8 .8 .8 16.3
1973 8 .8 .8 17.1
1974 16 1.6 1.6 18.7
1975 13 1.3 1.3 20.0
1976 19 1.9 1.9 21.9
1977 10 1.0 1.0 22.9
1978 27 2.7 2.7 25.6
1979 21 2.1 2.1 27.7
1980 25 2.5 2.5 30.2
1981 13 1.3 1.3 31.5
1982 12 1.2 1.2 32.7
1983 13 1.3 1.3 34.0
1984 17 1.7 1.7 35.7
1985 24 2.4 2.4 38.0
1986 28 2.8 2.8 40.8
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1987 24 2.4 2.4 43.2
1988 29 2.9 2.9 46.1
1989 26 2.6 2.6 48.7
1990 18 1.8 1.8 50.5
1991 18 1.8 1.8 52.3
1992 34 3.4 3.4 55.7
1993 20 2.0 2.0 57.7
1994 21 2.1 2.1 59.8
1995 30 3.0 3.0 62.7
1996 34 3.4 3.4 66.1
1997 18 1.8 1.8 67.9
1998 26 2.6 2.6 70.5
1999 43 4.3 4.3 74.8
2000 53 5.3 5.3 80.1
2001 30 3.0 3.0 83.1
2002 24 2.4 2.4 85.5
2003 22 2.2 2.2 87.6
2004 19 1.9 1.9 89.5
2005 22 2.2 2.2 91.7
2006 31 3.1 3.1 94.8
2007 13 1.3 1.3 96.1
2008 19 1.9 1.9 98.0
2009 9 .9 .9 98.9
2010 11 1.1 1.1 100.0
Total 1004 100.0 100.0
Age Categories
Frequency Percent Valid Percent
Cumulative
Percent
Valid Under 18 52 5.2 5.2 5.2
18-34 463 46.1 46.1 51.3
35-54 346 34.5 34.5 85.8
55-74 132 13.1 13.1 98.9
75 and Above 11 1.1 1.1 100.0
Total 1004 100.0 100.0
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83 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
Household Income
Frequency Percent Valid Percent
Cumulative
Percent
Valid Less than $10,000 per year 313 31.2 35.2 35.2
$10,000 to $19,999 per year 169 16.8 19.0 54.2
$20,000 to $29,999 per year 222 22.1 24.9 79.1
$30,000 to $39,999 per year 127 12.6 14.3 93.4
$40,000 to $49,999 per year 34 3.4 3.8 97.2
$50,000 to $74,999 per year 16 1.6 1.8 99.0
$75,000 to $99,999 per year 6 .6 .7 99.7
$100,000 or more per year 3 .3 .3 100.0
Total 890 88.6 100.0
Missing Do not know/Refused (Do
Not Read)
114 11.4
Total 1004 100.0
Zip Code of Primary Residence
Frequency Percent Valid Percent Cumulative Percent
Valid 93210 1 .1 .1 .1
93271 1 .1 .1 .2
93275 1 .1 .1 .3
93611 8 .8 .8 1.1
93612 16 1.6 1.6 2.7
93619 2 .2 .2 2.9
93626 1 .1 .1 3.0
93627 2 .2 .2 3.2
93630 1 .1 .1 3.3
93631 1 .1 .1 3.4
93636 1 .1 .1 3.5
93637 1 .1 .1 3.6
93648 1 .1 .1 3.7
93650 22 2.2 2.2 5.9
93657 1 .1 .1 6.0
93660 1 .1 .1 6.1
93672 1 .1 .1 6.2
93701 52 5.2 5.2 11.4
93702 64 6.4 6.4 17.7
93703 26 2.6 2.6 20.3
93704 23 2.3 2.3 22.6
93705 63 6.3 6.3 28.9
93706 70 7.0 7.0 35.9
93707 2 .2 .2 36.1
93708 1 .1 .1 36.2
93710 49 4.9 4.9 41.1
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84 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
93711 71 7.1 7.1 48.2
93712 5 .5 .5 48.7
93720 24 2.4 2.4 51.0
93721 29 2.9 2.9 53.9
93722 104 10.4 10.4 64.3
93723 15 1.5 1.5 65.8
93724 16 1.6 1.6 67.4
93725 52 5.2 5.2 72.6
93726 110 11.0 11.0 83.5
93727 114 11.4 11.4 94.9
93728 34 3.4 3.4 98.3
93729 1 .1 .1 98.4
93736 1 .1 .1 98.5
93740 1 .1 .1 98.6
93750 1 .1 .1 98.7
93752 1 .1 .1 98.8
93756 1 .1 .1 98.9
93766 1 .1 .1 99.0
93785 2 .2 .2 99.2
94142 1 .1 .1 99.3
95637 1 .1 .1 99.4
95951 1 .1 .1 99.5
96311 1 .1 .1 99.6
97043 1 .1 .1 99.7
97209 1 .1 .1 99.8
97326 1 .1 .1 99.9
97327 1 .1 .1 100.0
Total 1003 99.9 100.0
Missing System 1 .1
Total 1004 100.0
Limited English Proficiency
Frequency Percent Valid Percent
Cumulative
Percent
Valid Yes 296 29.5 31.0 31.0
No 659 65.6 69.0 100.0
Total 955 95.1 100.0
Missing DON'T KNOW/REFUSED 49 4.9
Total 1004 100.0
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85 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
Primary Language Spoken in Home
Frequency Percent Valid Percent
Cumulative
Percent
Valid English 862 85.9 87.5 87.5
Spanish or Spanish Creole 71 7.1 7.2 94.7
Hmong 9 .9 .9 95.6
Punjabi 8 .8 .8 96.4
Other Indic (Indo-Aryan)
languages
3 .3 .3 96.8
Laotian 4 .4 .4 97.2
Mon-Khmer, Cambodian 1 .1 .1 97.3
Chinese 3 .3 .3 97.6
Arabic 3 .3 .3 97.9
Vietnamese 1 .1 .1 98.0
Tagalog 1 .1 .1 98.1
Other 19 1.9 1.9 100.0
Total 985 98.1 100.0
Missing UNSURE 18 1.8
System 1 .1
Total 19 1.9
Total 1004 100.0
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APPENDIX I
2024 Handy Ride Customer
Satisfaction Survey
Customer
Survey
Report to:
City of Fresno
Department of
Transportation/FAX
2223 G Street
Fresno, CA 93706
By:
Rea & Parker Research
P.O. Box 421079
San Diego, CA 92142
November 2024
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1 2024 Handy Ride Telephone/Online Satisfaction Survey Report City of Fresno—Fresno Area Express (FAX)
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Table of Contents
page
Key Survey Findings 2
Introduction and Methodology 5
Sample 7
Survey Findings 8
Demographic Statistics/Respondent Characteristics 8
Handy Ride Customer Travel Behavior 11
Trip Purpose and Other Trip Characteristics 16
Customer Satisfaction with Handy Ride Service 19
Handy Ride Time-Related Considerations 32
Customer Experience Regarding Harassment While Using Handy Ride 40 Appendix 46
Questionnaire 47
Frequencies 59
Open-Ended Responses 103
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Handy Ride 2024 Customer Satisfaction Report
Key Survey Findings
Fresno Area Express (FAX) has elected to conduct a statistically reliable customer opinion and satisfaction telephone survey among Handy Ride’s customer base. This survey has three purposes: first, to provide current information and opinions concerning customer satisfaction regarding the Handy Ride system and second to compare the results of this 2024 study with the results of the 2022 Handy Ride customer satisfaction study. The third purpose is to inquire whether Handy Ride customers have experienced or witnessed various types of harassing behavior, insulting language, and or sexual misconduct while using the Handy Ride system. Rea & Parker Research was selected to conduct the 2024 study, as it was for the 2022, 2018 and 2014 studies.
The Key Findings include only the 2024 survey results. Comparisons that consider the 2022 , 2018, and 2014 surveys can be obtained in the body of the report.
The survey was conducted by a random telephone sample of 253 customer respondents selected from a list of 2,945 Handy Ride customers who had used the system within the past 3 years. This survey was conducted during the period of September 25, 2024 through September 28, 2024. This sample yields a margin of error of +/-5.1 percent at the 95 percent level of confidence.
Demographic Characteristics of Respondents.
• Nearly two -fifths (37 percent) of respondents are White and a slightly smaller percentage are Hispanic/Latino (33 percent), followed by African-Americans (15 percent). • Approximately three-fifths of respondents (61 percent) earn an annual household income of less than $20,000 (29 percent less than $10,000 and 32 percent between $10,000 and $19,999).
• Almost one-half of survey respondents (48 percent) are between 55 and 74 years of age and another 22 percent indicate that they are 75 years of age and above. • Nearly one-half of respondents (46 percent) are disabled and unable to work and another 32 percent are retired.
Handy Ride Customer Travel Behavior
• Over three-fifths (63 percent) of Handy Ride customers have used the service for 1.5 years or more, including 47 percent that have used the service for 3 or more years. It is noteworthy that a considerable number of newer riders have been using the Handy Ride System for less than 1 year (29 percent). This data indicates a strong and renewing ridership on the Handy Ride System. • Nearly one-half (47 percent) of respondents make 1 to 2 one -way trips per week on Handy Ride and three-fifths (59 percent) of respondents plan to make more Handy Ride trips in the next three months than they now are making.
• Among the 41 percent of respondents who do not plan to take more Handy Ride trips in the next 3 months, the primary reason for making this decision is that they can make use of other travel modes (23 percent).
• Forty percent of Handy Ride customers indicate that they are completely dependent on Handy Ride to meet their transportation needs.
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Trip Purpose and Other Trip Characteristics
• Over one-half (52 percent) of customers indicate that their usual trip purpose made using Handy Ride is going to appointments, such as medical appointments. • Nearly 7 in 10 respondents (68 percent) either strongly agree (40 percent) or agree (28 percent) that they are totally dependent upon Handy Ride for their transportation needs. • Over one-third (34 percent) of Handy Ride customers at least occasionally ride a FAX fixed -route bus.
• About three-fourths of Handy Ride customers pay in the form of cash. The remaining one -quarter pay by means of the Handy Ride Pass.
Customer Satisfaction with Handy Ride Service
• Handy Ride customers demonstrate a high level of satisfaction with the Fresno Area Express Handy Ride Service. In fact, 84 percent are either very satisfied (51 percent) or satisfied (33 percent). This high level of satisfaction is reflected in the overall mean satisfaction rating of 1.78 (mean rating based upon a scale of 1 to 6, where 1 = very satisfied and 6 = very dissatisfied. • Among the five highest-rated Handy Ride features, customers provide the highest mean for drivers’ safety consciousness (mean of 1.41) followed closely by drivers’ driving skills (mean of 1.44), drivers’ courtesy (mean of 1.47), cleanliness inside Handy Ride Vehicles (mean of 1.50), and value of Handy Ride Service provided for the price (mean of 1.58). • Customers indicate that pickups being on time (41 percent), drivers’ customer service (24 percent), and waiting times for pickups (20 percent) are most important to their level of satisfaction. • Based upon a satisfaction/importance quadrant analysis, drivers’ courtesy, drivers’ safety consciousness, and Drivers’ driving skills show the highest degrees of satisfaction and importance and, therefore, greatly contribute to the overall rating of the Ha ndy Ride service as highly satisfactory.
• The “report card” that is found on pages 29-30 in the main body of the report was developed for prior surveys and shows that Handy Ride has been a consistent success, with the same high level of satisfaction found in prior years as well as the current year. Specifically, the overall service is rated A-.
Handy Ride Time-Related Considerations
• The typical Handy Ride trip is 35.5 minutes (mean) and 30 minutes (median). The Handy Ride trip for over three-fifths of customers (64 percent) is 30 minutes or less. • Among the 74 percent of Handy Ride customers who have used Handy Ride for medical trips, 16 percent have had to wait 90 minutes or more to be picked up at least three times. • Nearly one-third of medical trip customers (32 percent) have, at some time, waited more than 90 minutes for their will -call pick-up. The mean wait time for a will-call pick-up is 43.6 minutes ; however, 50 percent of respondents typically waited for a will-call pick-up for 30 minutes or less. • One-third (33 percent) of customers never waited more than 30 minutes or more for a scheduled pickup. Another 34 percent, however, had to wait 30 minutes or more at least 3 or more times.
Customer Experience Regarding Harassment While Using the Handy Ride System • Handy Ride customers have very rarely experienced harassing behaviors such as hostile comments and gestures, stolen or damaged property, unwanted sexual language or behavior, or physical assault. Hostile comments was the only category of harassment that had a notable percent age indicating that they had such experiences a few times or more (18 percent). All other categories I-5
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had indications of 7 percent of customers or less. Even fewer customers saw or heard other customers being harassed.
• Among the 31 percent of Handy Ride Customers who experienced or heard at least one incident of harassment, 40 percent reported that the incident occurred on board the Handy Ride vehicle, while another 37 percent indicated that the incident occurred while w aiting for the ride, with the remaining 23 percent saying that incidents have occurred both on-board and while waiting. • Among the 31 percent of customers who experienced, saw, or heard at least one incident of harassment, over 7 in 10 respondents (71pecent) did not report the incident. • Over 7 in 10 customers always feel safe on -board the Handy Ride vehicles as well as at pick -up locations (73 percent—on board and 72 percent at pick-up locations). • One-half (50 percent) indicated that they do not take any safety precautions when using Handy Ride. Another 34 percent choose not to ride at night in the interest of their perceived safety.
Conclusions
There is strong evidence that Handy Ride customers demonstrate a very high level of satisfaction with the services provided on the system. This high overall satisfaction with the Handy Ride system has been sustained and documented over 18 years – since the 2004 Customer Satisfaction Survey. This satisfaction is further evidenced by a strong record of customer retention. Features of the Handy Ride system that are closely related to the performance of the drivers demonstrate the highest levels of satisfaction. These include Drivers’ Courtesy, Drivers’ Driving Skills, and Drivers’ Safety Consciousness. Also among the most satisfactory features are Reservation Staff Courtesy and Overall Comfort of the Vehicle. An important feature of the Handy Ride system for which improvement would lead to even higher satisfaction ratings is that pickups could be more punctual.
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5 Introduction and Methodology
Fresno Area Express (FAX) Handy Ride is a service of the City of Fresno ’s Transportation Department that is designed to meet the transportation needs of eligible persons with disabilities who cannot functionally use the FAX fixed route bus system. The Americans with Disabilities Act (ADA) of 1990 requires public transportation agencies to provide paratransit service to eligible persons with disabilities that is comparable to the City bus service.
Handy Ride is a shared ride, curb -to-curb service that operates within area boundaries that are generally indicated to be Copper Avenue to the north, east to Willow Avenue, south to Ashlan Avenue, east to Temperance Avenue, south to Central Avenue, west to Peach, south to American, west to Fig, north to Central, west to Polk Avenue, north to Shields, west to Chateau Fresno, north to Ashlan, east to Grantland, north to the Fresno County line, and east to Copper Avenue (see system map on next page).
Handy Ride service operates during the following hours, with night service Monday-Saturday in a limited area:
Monday–Friday: 5:30 a.m.-12 midnight;
Saturday: 6:30 a.m.–12 midnight.
Sunday: 6:30 a.m.—7:00 p.m.
Fresno Area Express has presently elected to conduct a statistically reliable customer opinion and satisfaction telephone survey among Handy Ride’s customer base. This survey has three purposes: first, to provide current information and opinions concerning customer satisfaction regarding the Handy Ride system and second to compare the results of this 202 4 study with the results of the 20 22, 2018, and 2014 Handy Ride customer satisfaction studies. References will be made in the text to the 2004, 2007, and 2011 surveys where it is noteworthy; however, detailed comparisons that far in the past will not be provided. The third purpose is to inquire whet her Handy Ride users have experienced or witnessed various types of harassing behavior, insulting language, and or sexual misconduct while using the Handy Ride system.
Rea & Parker Research was selected to conduct the 2024 study. Specifically, the research is to:
• Determine overall satisfaction with the services provided by the Handy Ride system. • Determine opinions and perceptions of various issues including:
o Wait times for will-call and scheduled pick-ups
o Use of the FAX fixed-route bus
o Number of weekly one-way trips on Handy Ride
o Trip purpose and length of time using Handy Ride
o Driver performance
o Comfort and cleanliness of vehicles
o Safety on board Handy Ride vehicles
o Level of dependency on Handy Ride for transportation needs I-7
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6 • Obtain demographic data about the population for use in descriptive analysis and significant cross- tabulated data that can be useful in the development of policy. • Compare the results of this survey with the results of the 2022, 2018, and 2014 Handy Ride customer satisfaction surveys.
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8 Sample
A sample of 253 respondents (53 percent by telephone and 47 percent online) was selected from a base of 2,945 Handy Ride customers who had used the system within the past 3 years. There were 163 refusals— indicating a cooperation rate of 60.8 percent. The median length of time to complete the survey by telephone was 19 minutes, and online the median was 18 minutes. This sample size yields a margin of error of +/- 5.1 percent at the 95 percent level of confidence—a margin of error that indicates that the sample is sufficiently large to represent the opinions of the entire Handy -Ride customer population to a statistically acceptable degree. This figure represents the widest interval that occurs when the survey question represents an approximate 50 percent -50 percent proportion of the sample. When it is not 50 percent, the interval is somewhat smaller. For example, in the survey findings that follow, 51 percent of respondents indicate that are very satisfied with the overall service provided by Handy Ride. This means that there is a 95 percent chance that the true proportion of the Handy Ride customer base (from which the sample was drawn) is between 45.9 percent and 56.1 percent (51 percent +/-5.1 percent).
If the customer was not able to respond to survey questions, the interviewer asked to speak with a caretaker, friend/relative, or someone willing and sufficiently qualified to answer questions on behalf of the customer.
Approximately 91 percent of the respondents were the customers themselves. Another 5 percent of the respondents were friends or relatives of the customer and 4 percent were caregivers. The survey was administered in English (241 interviews) and Spanish (12 interviews), and it was conducted from September 25, 2024 through September 28, 2024.
This survey report has been divided into six information components as follows:
1) Demographic Statistics/Respondent Characteristics
2) Handy Ride Customer Trip Characteristics
3) Trip Purpose and Other Related Issues
4) Customer Satisfaction with Handy Ride Service
5) Handy Ride Time-Related Considerations
6) Customer Experience Regarding Harassment While Using the Handy Ride System
Charts have been prepared for each of these major components depicting the basic survey results. Selected relationships are presented when it is useful to highlight important issues. Lists of open-ended responses to survey questions, frequency distributions, and the survey instrument are contained in the Appendix.
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9 Survey Findings
Demographic Statistics/Respondent Characteristics
Table 1 presents selected demographic characteristics of the survey respondents. Well over three-fifths of respondents (64 percent) are female, and English is the primary language spoken in the home for 86 percent of respondents. One-fourth of respondents (2 5 percent) consider themselves to have limited English proficiency. Nearly four-fifths (37 percent) of respondents are White and a slightly smaller percentage are Hispanic/Latino (34 percent), followed by African American (15 percent). Approximately three-fifths of respondents ( 61 percent) earn an annual household income of less than $20,000 ( 29 percent less than $10,000 and 32 percent between $10,000 and $19,999). Nearly one-half of respondents (48 percent) are between 55 and 74 years of age and another 22 percent indicate that they are 75 years of age and above.
In 2024, 55 percent of respondents reported having a high school education or less. One-third of respondents have a college degree or more education (33 percent). Nearly one-half of respondents ( 46 percent) are disabled and unable to work and another 32 percent are retired. The major residential zip codes of the respondents are as follows: 93727 (16 percent), 93722 and 93702 (11 percent each), and 93726 (9 percent), and 93705 (8 percent ). Over 9 in 10 respondents (9 2 percent) are neither active -duty military nor a U.S.
Veteran.
Respondent characteristics for the Handy Ride surveys conducted in 2022 (during COVID), 2018 and 2014 differ from the 2024 respondent characteristics in the following ways:
• In 2024, 46 percent of respondents reported being disabled and unable to work. This is a somewhat lower percentage than in 2022 (54 percent) and substantially lower than the reported percentage in 2018 (65 percent).
• In 2022 and 2018, about one-fourth of respondents (23 percent and 24 percent respectively) indicated that they were retired while a distinctly higher percentage (32 percent) reported their work status as retired in 2024. Similar to 2024, 37 percent of 2014 respondents indicated that they were retired.
• Whites represent 37 percent of the sample in 2024. Whites were similarly represented in the 2022 and 2018 surveys (34 percent and 39 percent respectively). A substantial difference is apparent in the 2014 survey where nearly one -half of the respondents (48 percent) reported that they were White.
• The percentage of households earning an annual income of less than $10,000 is 29 percent in 2024 which is somewhat lower than in 2022 (40 percent) and more consistent with the 2018 and 2014 surveys where 34 percent and 32 percent respectively reported an income of less than $10,000.
When adjusted for inflation, customer income in 2024 is substantially lower than it was in 2018 and 2014 and is closer to 2022 than the 29 percent versus 40 percent would seem to indicate. • In 2024, 55 percent of respondents reported having a high school education or less. In the survey years 2022, 2018, and 2014, there is a clear difference in this level of education from the 2024 survey. Specifically, in 2022, this percentage is 65 percent, and 66 percent for both survey years 2018 and 2014.
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10 Table 1
Handy Ride Demographics
Characteristic 2024 2022 2018 2014
Work Status
Disabled and Unable to Work 46% 54% 65% 47%
Retired 32% 23% 24% 37%
Unemployed 7% 5% 2%
Employed Full-Time 5% 4% 4% 5%
Employed Part-Time 5% 4% 4% 2%
Student 4% 5% 2% 3%
Homemaker 1% 2% 1% 2%
Self-Employed 1% 2%
Age (median = 64 years of age)
Under 18-to-34 14% 14% 8% 6%
35-to-54 16% 19% 18% 18%
55-to-74 48% 48% 58% 50%
75 and Older 22% 19% 16% 26%
Education
Less than 8th Grade 7% 5% 7% 6%
Some High School 6% 15% 15% 19%
High School Graduate 42% 45% 44% 41%
Vocational/Technical School 12% 9% 12% 13%
College Degree 23% 26% 22% 21%
Post-Graduate Education 10% ***** ***** *****
Ethnicity
White 37% 34% 39% 48%
Hispanic/Latino 33% 33% 31% 26%
African-American/Black 15% 19% 21% 17%
Asian/Southeast Asian/ Filipino/Pacific
Islander 6% 7% 2% 5%
American Indian/Alaska Native 1% 2% 3% 3%
Middle Eastern 1% 1% 1% 1%
Mixed Ethnicities/Other 7% 4% 3% 2%
Annual Household Income (median = $16,500)
Less than $10,000 29% 40% 34% 32%
$10,000-$19,999 32% 38% 36% 41%
$20,000-$29,999 18% 11% 11% 12%
$30,000-$39,999 10% 8% 8% 5%
$40,000-$49,999 3% 1% 5% 4%
$50,000-$74,999 4% 2% 3% 6%
$75,000 or more 4% **** 3% ****
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11 Table 1 (continued)
Handy Ride Demographics
Characteristic 2024 2022 2018 2014
Gender
Male 35% 34% 38% 34%
Female 64% 66% 62% 66%
Non-Binary/Other 1% *** *** ***
Limited English Proficiency
Yes 25% 22% *** ***
No 75% 78% *** ***
Primary Language in Home
English 86% 92% 88% 92%
Spanish or Spanish Creole 9% 5% 10% 6%
Armenian 1% 1% <1% 1%
Hmong 1% <1% * *
Tagalog, Punjabi, Arabic, Vietnamese,
Other (All Less than 1%) 3% 2% 2% 1%
Major Residential Zip Codes
93727 16% 17% 15% 12%
93722 11% 8% 9% 13%
93702 11% 6% 7% 5%
93726 9% 10% 10% 14%
93705 8% 7% 9% 10%
93710 7% 8% 7% 6%
93711 6% 3% 6% 3%
93706 5% 8% 6% 6%
93720 5% 3% 5% 4%
93725 4% 3% ** **
93703 4% 3% 6% 6%
93704 3% 5% 4% 6%
93721 3% 6% ** **
93701 2% ** ** **
93730 2% ** ** **
93728 2% 4% 5% 4%
Active-Duty Military, Reservist, or U.S. Veteran
Yes 8% 6% *** ***
No 92% 94% *** ***
Respondent
Handy Ride Customer 91% 93% 96% 93%
Friend or Relative of Customer 5% 4% 3% 6%
Care Giver 4% 3% 1% 1%
* included in 1%-2% in category listed below
** less than the 3%-4% cut-off for inclusion in the table *** not asked in this year
****top category offered was $50,000 or more
*****included in college degree totals
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Handy Ride Telephone/Online Satisfaction Survey Report
City of Fresno—Fresno Area Express (FAX) Rea & Parker Research November 2024
12 Handy Ride Customer Travel Behavior
Chart 1 shows that over three-fifths (63 percent) of Handy Ride customers have used the service for 1.5 years or more, including 47 percent who used the service for 3 or more years. The current customers have somewhat less tenure as riders of Handy Ride than th ose in the 2022, 2018 and 2014 surveys -- 71 percent of respondents were riders 1.5 years or more in 20 22. In 2018, 76 percent of Handy Ride riders had been riding for 1.5 years or more and in 2014, this percentage was 77 percent.
This trend is reflected in the increase in newer riders. In 2024, 29 percent rode the Handy Ride system for less than 1 year. New riders were substantially fewer in 2022 (18 percent). Similarly, the percentage of new riders was 11 percent in 2018 and 14 percent in 2014. This data indicates a strong and renewing ridership on the Handy Ride system.
0%
10%
20%
30%
40%
50%
60%
Less than 3
Months
3-6 Months 7-11 Months 1-1.5 Years More than 1.5
Years and Less
than 3 Years
3 Years or
More
11% 11%
7% 8%
16%
47%
2%
8% 8%
11%
20%
51%
1%
6% 4%
13%
16%
60%
3%
7%
4%
9%
16%
61%
Chart 1
Length of Time Using Handy Ride
2024 2022 2018 2014
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Handy Ride Telephone/Online Satisfaction Survey Report
City of Fresno—Fresno Area Express (FAX) Rea & Parker Research November 2024
13 Chart 2 indicates that nearly one-half (47 percent) of respondents make 1-to-2 one-way trips per week on Handy Ride and this is consistent with the results of the 2022 survey where 44 percent of customers made 1- 2 one-way trips per week and the 2018 and 2014 surveys where 40 percent and 39 percent of customers respectively made 1-to-2 one-way trips per week. Comparing the mean number of one-way trips in 2024 (mean = 3.89 one-way trips per week) with the mean number of such trips in prior years (2022 mean = 3.78; 2018 mean = 3.98) again demonstrates this consistent travel behavior by Handy Ride customers.
In the current survey year (2024), nearly three-fifths (59 percent) of respondents plan to make more Handy Ride trips in the next three months. This represents an increase in planned trips over the three previous survey periods where 39 percent to 52 percent of respondents planned to take more Handy Ride trips in the next three months (Chart 3).
9%
39%
17%
15%
6%
10%
4%
10%
40%
24%
11%
4%
7%
4%
5%
44%
25%
13%
5%
6%
2%
9%
47%
20%
11%
3%
5%
5%
0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50%
Less than one trip
1-2 trips
3-4 trips
5-6 trips
7-8 trips
9-10 trips
More than 10 trips
Chart 2
Number of Weekly One-Way Trips
2024 2022 2018 2014
Mean Number of Trips per Week
2024 = 3.89
2022 = 3.78
2018 = 3.98
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Handy Ride Telephone/Online Satisfaction Survey Report
City of Fresno—Fresno Area Express (FAX) Rea & Parker Research November 2024
14 In 2024, 12 percent plan to take fewer Handy Ride trips in the next three months. By contrast, the proportion of trips that were planned was less in the earlier years of 2018 (8 percent) and 2014 (6 percent). In the current survey period, over one-fourth (27 percent) plan to take the same number of trips. This is similar to the proportion of respondents who planned to take the same number of trips in 2022 (28 percent). In the 2018 and 2014 survey periods, a substantially larger percentage of respondents planned to make the same number of Handy Ride trips – 48 percent in 2018 and 54 percent in 2014. Notably, only 2 percent plan to stop using the service in 2024—compared to 4 percent in 2022.
0% 10% 20% 30% 40% 50% 60%
MORE
FEWER
SAME
PLAN TO STOP USING
HANDY RIDE
59%
12%
27%
2%
52%
16%
28%
4%
43%
8%
48%
1%
39%
6%
54%
1%
Chart 3
More or Fewer Trips in Next Three Months
2024 2022 2018 2014
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Handy Ride Telephone/Online Satisfaction Survey Report
City of Fresno—Fresno Area Express (FAX) Rea & Parker Research November 2024
15 Among the 4 1 percent of respondents who do not plan to take more Handy Ride trips in the next three months, the primary reason for making this decision is that they can make use of other travel modes ( 23 percent--Chart 4). Another 21 percent in the current survey indicated that they have some dissatisfaction with Handy Ride—an increase over 2022, when only 11 percent indicated that some dissatisfaction was the reason for fewer trips planned and 30 percent stated the availability of other transportation options.
Chart 5 indicates that nearly three-fifths (58 percent) of customers in the current survey have taken their most recent Handy Ride trip within the past 2 weeks. This finding indicates that current customers (2024) are taking a somewhat higher percentage of trips within the past 2 weeks than customers in the 2022 survey (46 percent). By contrast, a higher percentage of customers in the 2018 and 2014 survey periods took their most recent ride within the past 2 weeks -- 63 percent in 2018 and 67 percent in 2014. Respondents indicated 0% 5% 10% 15% 20% 25% 30%
HAVE OTHER TRAVEL MODE
DISSATISFACTION WITH
HANDY RIDE
NOT WORKING/NO SCHOOL
(IN 2022--INCLUDED 9%
COVID)
TOO ILL/INJURED
OTHER (INCLUDES
"MONEY" AND "DON'T
KNOW" )
23%
21%
10%
7%
7%
30%
11%
15%
7%
12%
Chart 4
Why Not Planning to Take More Handy Ride Trips
in Next Three Months
2024 2022
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Handy Ride Telephone/Online Satisfaction Survey Report
City of Fresno—Fresno Area Express (FAX) Rea & Parker Research November 2024
16 several reasons for not taking Handy Ride trips during the last 3 months: The dominant reasons are availability of other transportation (29 percent), and illness or injury (22 percent).
Dependence on Handy Ride: Chart 6 shows that 68 percent of Handy Ride customers either strongly agree (40 percent) or agree (28) percent) that they are dependent upon Handy Ride for their transportation needs. This represents considerable consistency in Handy Ride dependency since 2022 where 71 percent either strongly agreed or agreed that they were totally dependent on Handy Ride. The 2018 and 2014 levels of Handy Ride dependency also mirror those in 2024 and 2022. -- 2018 (65 percent) and 2014 (70 percent).
58%
12%
16%
14%
46%
14%
14%
26%
63%
11%
19%
7%
67%
13%
17%
3%
0% 10% 20% 30% 40% 50% 60% 70% 80%
Within Past 2 Weeks
More than 2 Weeks but Less than One Month Ago
Within Past 1-3 Months
More than 3 Months Ago
Chart 5
Most Recent Handy Ride Trip
2024 2022 2018 2014
Why No Trip in Past Three Months
2024 2022
Have Other Transportation 29% 26% Illness/Injury 22% 9%
Dissatisfaction with Handy Ride 19% 14%
No Work/No School 13% 8%
Fewer Appointments 10% 9%
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Handy Ride Telephone/Online Satisfaction Survey Report
City of Fresno—Fresno Area Express (FAX) Rea & Parker Research November 2024
17 Trip Purpose and Other Trip Characteristics
Trip Purpose: Over one-half (52 percent) of customers in the current survey indicate that their usual trip purpose made using Handy Ride is going to appointments, such as doctors’ visits (Chart 7). This finding represents a decrease compared to 2022 (60 percent), 2018 (72 percent), and 2014 (63 percent) , In 2007 and 2004, appointments comprised 78 percent of trips taken on the Handy Ride system.
Strongly
Agree Agree
Sllightly
Agree Slightly
Disagree Disagree
Strongly
Disagree
45%
25%
14%
7%
6%
3%
33%
32%
13%
10%
7%
5%
38%
33%
11%
7%
6%
5%
40%
28%
14%
6%
8%
4%
Chart 6
Totally Depend upon Handy Ride for Transportation Needs 2014 2018 2022 2024
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17 2024 Handy Ride Telephone & Online Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
It is noteworthy that in the current survey, 11 percent of trips were made for shopping purposes. This is consistent with the results of the 2022 survey where 10 percent of trips were shopping -oriented. These findings show a slight increase from 7 percent in 2018 and 6 percent in 2014.
52%
11%
10%
7%
7%
6%
4%
2%
1%
60%
10%
7%
5%
6%
4%
3%
2%
2%
72%
7%
5%
4%
7%
2%
3%
63%
6%
7%
5%
17%
2%
0% 10% 20% 30% 40% 50% 60% 70% 80%
Appointments (e.g. Doctors)
Shopping
Work
School
Social/Entertainment/Visit Friends-Relatives
Church/Temple/Mosque/Synagogue
Errands
Recreation
Adult Daycare Program
Chart 7
Usual Trip Purpose
2024 2022 2018 2014
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18 2024 Handy Ride Telephone & Online Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
Occasionally Ride FAX Fixed Route: Chart 8: indicates that just over one-third (34 percent) of Handy Ride customers in the current year at least occasionally ride a FAX fixed-route bus. This result represents a decline from the findings of the 2022 and 2018 surveys where 40 percent of respondents in each of these survey periods occasionally r ode the FAX fixed route bus. In the 2014 survey period, 32 percent of customers used the fixed route bus -- similar to the current year.
0%
10%
20%
30%
40%
50%
60%
70%
Yes
No
34%
66%
40%
60%
40%
60%
32%
68%
Chart 8
Occasionally Ride FAX Fixed-Route Bus
2024 2022 2018 2014
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19 2024 Handy Ride Telephone & Online Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
Method of Fare Payment: It is shown in Chart 9 that the dominant method of payment on the Handy Ride System is, and has been, cash. In the current year and across the previous three survey periods, about three- fourths of Handy Ride customers pay in the form of cash. The remaining one-quarter pay using the Handy Ride Pass.
Customer Satisfaction with Handy Ride Service
Overall Satisfaction: Chart 10 shows that Handy Ride customers demonstrate a high level of satisfaction with the Fresno Area Express Handy Ride Service. In fact, 84 percent are either very satisfied (51 percent) or satisfied (33 percent). This high level of satisfaction is reflected in the overall mean satisfaction rating of 1.78 for the 2024 survey (mean rating based upon a scale of 1 to 6, where 1 = very satisfied and 6 = very dissatisfied). This level of satisfaction is relatively consistent with the satisfaction levels in 2022 , where 0%
10%
20%
30%
40%
50%
60%
70%
80%
Cash
Handy Ride Pass
74%
26%
74%
26%
76%
24%
77%
23%
Chart 9
Method of Fare Payment
2024 2022 2018 2014
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20 2024 Handy Ride Telephone & Online Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
the mean satisfaction rating was 1.81 and 83 percent were either very satisfied or satisfied. In 2014 (again, 83 percent were either very satisfied or satisfied), and in 2018 (87 percent were either very satisfied or satisfied). Similarly, the mean satisfaction ratings in 2014 (1.75) and 2018 (1.73) are comparable (although a little higher) than the mean satisfaction levels of 1.78 in 2024 and 1.81 in 2022 (NOTE: With 1= Very Satisfied, lower means reflect higher satisfaction ratings). This pattern of high satisfaction with the Handy Ride service has been the pattern over the last 20 years – in the 2004 survey, the overall mean satisfaction rating was 1.70 and in 2007, the mean rating was slightly less favorable at 1.91.
0% 10% 20% 30% 40% 50% 60%
VERY SATISFIED
SATISFIED
SLIGHTLY SATISFIED
SLIGHTLY DISSATISFIED
DISSATISFIED
VERY DISSATISFIED
51%
33%
7%
5%
2%
2%
52%
31%
8%
5%
4%
52%
35%
7%
3%
2%
1%
60%
23%
8%
3%
4%
2%
Chart 10
Overall Satisfaction with Handy Ride
2024 2022 2018 2014
Mean Rankings
Scale: 1= Very Satisfied and 6 = Very Dissatisfied
2024 = 1.78
2022 = 1.81
2018 = 1.73
2014 = 1.75
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21 2024 Handy Ride Telephone & Online Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
Satisfaction with Features of Handy Ride Service: Charts 11 through 13 display satisfaction ratings for various features of Handy Ride service. Chart 11 depicts the level of satisfaction associated with the highest- rated Handy Ride features. In the current survey, customers provide the highest mean ratings for drivers’ safety consciousness (mean of 1.41) followed by drivers’ driving skills (mean of 1.44), drivers’ courtesy (mean of 1.47), cleanliness inside Handy Ride vehicles (mean of 1.50), and value of Handy Ride service provided for the price (mean of 1.58). Generally, the overall mean satisfaction ratings for this first tier of features in the 2024 survey are more favorable than they were in the 2022 and 2018 surveys. It is noteworthy that in 2024, 64 percent of respondents are very satisfied with drivers’ traffic safety consciousness – a lower percentage, in many cases, than in 2022, 2018, and 2014, but offset by higher percentages of “satisfied” respondents so that the means still show improvement . In 20 14, the rate of very satisfied respondents reached more than 70 percent for the top four features.
Chart 12 indicates mean satisfaction ratings for the next highest-rated group of Handy Ride features. In the current survey, mean ratings are as follows: reservation staff’s courtesy (mean of 1.65), overall comfort of van or sedan (mean of 1.78), service hours (mean of 1.79), availability of Handy Ride Information (mean of 1.80), and reservation hours (1.83). Approximately 45 to 55 percent are very satisfied with the service these Handy Ride features provide. As with the higher rated features, “very satisfied” ratings have declined somewhat from earlier survey periods, but are offset by “satisfied” respondents to maintain the high mean rating.
Chart 13 demonstrates mean satisfaction ratings for the lower-rated (although still well above a neutral ranking of 3.5) group of Handy Ride features. These five ratings are as follows: reservation policy – reserve 1-2 days in advance (mean of 1.85), locations/methods of payment (mean of 1.92), reservation staff’s accuracy (mean of 1.95), service area (mean of 2.08), and scheduled pickups (mean of 2.38). Respondents who are very satisfied with these features (range from 31 percent for scheduled pickups to 48 percent for reservation policy allowing reservations 1-2 days in advance). The overall finding is that regarding these low-rated features, there is less improvement shown among these lower-rated features from 2014 to 2024.
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25 2024 Handy Ride Telephone & Online Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) October 2024
Rea & Parker Research
November 2024
Statistically Significant Findings Related to Customer Satisfaction Income: Income plays a statistically important role in satisfaction ratings. Higher -income customers demonstrate a lower degree of satisfaction regarding the following characteristics:
• Scheduled Pick-Ups
• Cleanliness Inside Handy Ride Vehicles
• Comfort of the Rides
• Reservations Staff Accuracy
• Reservations Staff Courtesy
• Monday to Sunday “8 AM to 5 PM” Reservation Hours
• Reserve Ride 1-2 Days in Advance
• Service Area
• Locations and Payment Methods to Purchase Passes
• Availability of Information about Handy Ride
• Overall Service
Depending upon the specific characteristic, this lower satisfaction rating generally occurs at incomes that begin at $30,000 to $50,000 per year. Quite expectedly, therefore, the Overall Service provided by FAX’s Handy Ride is also rated lower by higher income groups (annual household income of $30,000 and above – mean of 2.23 versus annual household income of below $30,000 -- mean of 1.68).
One feature that is rated higher by higher -income customers is Value Provided by Handy Ride for the Fare/Price Paid. Customers with incomes of $20,000 or more provide a rating of 1.44 , whereas those with incomes lower than $20,000 report a mean of 1.69.
Ethnicity: Ethnicity impacts three Handy Ride features – Cleanliness Inside the Vehicle, Service Hours, and Availability of Information. Interestingly, there is no impact on the Overall Service rating. Concerning Cleanliness, White and Hispanic patrons are more satisfied than are African -Americans and Asians. The same pattern is true for the Availability of Information. For Service Hours, however, only African - Americans display less satisfaction.
Age: Age is found to be significant regarding Drivers’ Driving Skills and Reservation Staff Courtesy, where younger customers under the age of 35 are less satisfied than those customers who are older.
Gender: Gender influences satisfaction ratings for Reservation Staff Accuracy, Reservation Staff Courtesy, and Locations and Payment Methods. For each of these features, men demonstrate a higher degree of satisfaction than do women.
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26 2024 Handy Ride Telephone & Online Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) October 2024
Rea & Parker Research
November 2024
Harassment: (see section later in the report) The greatest impact on satisfaction is found among those customers who, while riding Handy Ride or waiting for their pick-up, have personally experienced or have seen or heard at least one instance of the following situations:
• Hostile comments, sounds, or gestures
• Following or stalking
• Personal property damaged or stolen
• Pushing, spitting or physical assault
• Unwanted sexual language or behavior
Customers who have experienced any of these situations demonstrate significantly lower ratings on every feature, except for Scheduled Pick-Ups, Reservation Hours, and Service Area. These lower mean ratings are often a full half point lower among those who have had such experiences. This lesser degree of satisfaction is especially noteworthy in their Overall Service satisfaction rating of 2.04 , compared to customers who have not experienced harassment and whose mean overall rating is 1.66.
One might suspect that the large number of features cited by both higher income groups and by those who have experienced harassment would imply a statistical relationship between harassment and income.
Surprisingly, the data does not confirm any such relationship.
Most Important Features Impacting Customer Satisfaction: Respondents were asked to indicate up to two “most important” features of Handy Ride service that impact their level of satisfaction with the service.
Chart 14 shows that pickups being on time (41 percent), drivers’ customer service (24 percent), and waiting times for pickups (20 percent) are most important to the respondents. This finding is consistent with the important features indicated by respondents in the 2018 and 2014 surveys but with much higher percentages of importance than in 2022.
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27 2024 Handy Ride Telephone & Online Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) October 2024
Rea & Parker Research
November 2024
Statistically Significant Findings Related to Importance In the current survey, the age of the Handy Ride respondent impacts importance for the following factors:
• Safety in traffic (more important to ages under 35)
• Drivers’ customer service and trip time (more important to ages 35-54) • Pick-ups on time (more important to ages 55 and over)
41%
24%
20%
18%
16%
14%
9%
8%
6%
6%
6%
27%
21%
9%
3%
5%
5%
4%
5%
3%
3%
44%
33%
22%
9%
6%
7%
7%
4%
7%
38%
25%
23%
7%
6%
8%
8%
6%
0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50%
Pickups being on time
Drivers' customer service
Waiting times for pickups
Safety in Traffic
Trip Time
Drivers' driving skills
Reservation staff's customer service
Overall Comfort of Van/Sedan
Hours of operation
Reservation staff's accuracy
Cost
Chart 14
Most Important Handy Ride Features in Determining
Rider Satisfaction
Respondents Could Provide Two Answers--therefore, percentages sum to >100%
2024 2022 2018 2014
Other Important Features Mentioned:
Reservation hours = 4%
Cleanliness Inside Handy Ride Vehicles = 4%
Locations Served = 4%
Trip Distance = 4%
Civility and Courtesy of Other Riders = 2%
Wheelchair/Disability Access = 1%
Type of Vehicle = 1%
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28 2024 Handy Ride Telephone & Online Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) October 2024
Rea & Parker Research
November 2024
Gender is important regarding the following factors:
• Drivers’ customer service (more important to women)
• Pick-ups on time (more important to men)
Satisfaction/Importance Quadrant Analysis : Levels of satisfaction can be mapped on a chart with importance, such that satisfaction is graphically measured against how important an issue is in four cells as follows:
• The upper -right quadrant represents features that display both high satisfaction and high importance. Characteristics in this quadrant are ones with high levels of satisfaction and high levels of importance. These characteristics, therefore, are the core characteristics that make the Handy Ride system a highly valued service.
• The lower-right quadrant represents features that display high satisfaction but have less importance. These characteristics might be over -provided and could be reduced somewhat in reallocating resources to other quadrants—especially the two upper quadrants. • The lower-left quadrant represents features that have both less satisfaction and less importance.
Because these features are of relatively low importance, efforts to improve these characteristics will have a low impact on overall satisfaction.
• The upper-left quadrant represents features that provide less satisfaction but are highly important.
The upper-left quadrant is critically important because it contains those system characteristics that are important to respondents but are not provided poorly compared to other characteristics are provided. It is these characteristics that can increase satisfaction to the greatest extent.
Chart 15 is a satisfaction/importance quadrant analysis , with the quadrants established at the median satisfaction and importance for all 15 satisfaction ratings and 18 importance percentages for the data provided in the 2024 Handy Ride survey data. In the upper right quadrant, there is one commonality that dominates and is the Handy Ride drivers . Drivers’ Courtesy, Drivers’ Safety Consciousness, and Drivers’ Driving Skills show the highest degrees of satisfaction and importance, and, therefore, greatly contribute to the overall rating of the Handy Ride service as highly satisfactory. Other characteristics of Handy Ride that are in this quadrant and consequently contribute substantially to the high level of satisfaction that customers attribute to the Handy Ride System are reservation staff courtesy, and overall vehicle comfort. However, t here is one featu re of Handy Ride in the upper left quadrant (Schedule Pick-Ups on Time) that customers find highly important but do not feel that Handy Ride provides an appropriately high level of service. Improvement in pick-up time could substantially improve the overall satisfaction level for the Handy Ri de System. Reservation Hours show a lower level of satisfaction but are not especially important. Improvement regarding that feature will not likely do much to enhance customer satisfaction. Cleanliness inside the vehicle is well -received and appreciated by I-31
29 2024 Handy Ride Telephone & Online Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) October 2024
Rea & Parker Research
November 2024
customers but is not particularly important to them compared to other features. Three features are somewhat neutral in their effect upon satisfaction: 1) Reservation staff accuracy shows a lower level of satisfaction but an average level of importance; 2) Value for the price is a very satisfactory feature with average importance and can be lumped in with cleanliness; and 3) Service hours are average in terms of both satisfaction and importance.
1.41, 18%
1.44, 14%
1.47, 24%
1.50, 4%
1.58, 6%
1.65, 9%
1.78, 8%
1.79, 6%
1.83, 4%
1.95, 6%
2.38, 41%
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
1.301.501.701.902.102.302.50
Chart 15
Satisfaction/Importance Quadrant Analysis
Greater
Satisfaction
Greater
Importance
Drivers' Courtesy
Drivers' Safety Consciousness
Drivers' Driving Skills
Reservation Staff Courtesy
Value for the Price
Cleanliness Inside Vehicle
Overall Comfort of Vehicle
Service Hours
Reservation Hours
Reservation Staff Accuracy
Schedule Pick-Ups On-Time
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30 2024 Handy Ride Telephone & Online Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) October 2024
Rea & Parker Research
November 2024
Handy Ride Report Card: In the 2024, 2022, 2018, and 2014 customer satisfaction reports for Handy Ride, letter grades for Handy Ride’s performance on the various service characteristics were assigned. These reports assigned grades of A, B, C, D or F (including plus and minus distinctions) based upon the mean ratings provided for each characteristic. The grading scale used in the previous and current reports as well as the current report is depicted in Table 2 below.
Table 2
Handy Ride Performance Letter Grading Scale
(Based on 1-6 ratings, where 1 = Very Satisfied
and 6 =Very Dissatisfied)
1.00 to 1.33 A+
1.34 to 1.67 A
1.68 to 1.99 A-
2.00 to 2.33 B+
2.34 to 2.67 B
2.68 to 2.99 B-
3.00 to 3.33 C+
3.34 to 3.67 C
3.68 to 3.99 C-
4.00 to 4.33 D+
4.34 to 4.67 D
4.68 to 4.99 D-
5.00 to 5.33 D-/F
5.34 to 6.00 F
Table 3 shows the mean ratings and grades for 2024, 2022, 2018, and 2014, and depicts the same information found in the charts above except that the grades provide a more aggregated summary of the data. It is evident that in terms of overall service, the same high level of satisfaction found in 2022, 2018, and 2014 exists in the current year (2024). Specifically, the overall service is rated A - in all four of the survey periods. Service improvements are called for in the following areas: scheduled pick-ups and service area. It is noteworthy that scheduled pick-ups has declined from B+ to B. However, customer ratings have improved from A- to A in the following three service areas from the 2022 survey to the 2024 survey: drivers’ courtesy, cleanliness inside Handy Ride vehicles, and reservation staff courtesy.
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31 2024 Handy Ride Telephone & Online Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) October 2024
Rea & Parker Research
November 2024
Table 3
Handy Ride Customer Satisfaction Report Card and Mean Satisfaction Ratings (Years 2024, 2022, 2018, and 2014)
*Not included in this survey year
Service Characteristic
2024
Grade
2024
Mean
2022
Grade
2022
Mean
2018
Grade
2018
Mean
2014
Grade
2014
Mean
Overall Service Provided by Handy
Ride A- 1.78 A- 1.81 A- 1.73 A- 1.75
Drivers' Traffic Safety Consciousness A 1.41 A 1.56 A 1.45 A 1.40 Drivers' Driving Skills A 1.44 A 1.60 A 1.57 A 1.39
Drivers' Courtesy A 1.47 A- 1.76 A 1.52 A 1.39
Cleanliness Inside Handy Ride Vehicles A 1.50 A- 1.70 A 1.53 A 1.46 Value Provided for Price A 1.58 A 1.65 A 1.58 A 1.62
Reservation Staff's Courtesy A 1.65 A- 1.74 A 1.62 A 1.52 Overall Comfort of Van or Sedan A- 1.78 A- 1.98 A- 1.72 A 1.63 Service Hours A- 1.79 A- 1.84 A- 1.72 A- 1.81
Reservation Policy--Reserve 1-2 Days
in Advance A- 1.85 A- 1.82 A- 1.95 A- 1.68
Availability of Handy Ride Information A- 1.80 A- 1.88 A- 1.76 A- 1.72 Reservation Hours A- 1.83 A- 1.84 A- 1.88 A- 1.85
Locations/Methods of Payment A- 1.92 B+ 2.18 * * * *
Reservation Staff's Accuracy A- 1.95 A- 1.94 A- 1.86 A- 1.86 Service Area B+ 2.08 * * * * * *
Scheduled Pickups B 2.38 B+ 2.22 B+ 2.25 B+ 2.09
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November 2024
Handy Ride Time-Related Considerations
Trip Duration: The typical mean Handy Ride trip is 35.5 minutes (Chart 16). The Handy Ride trip for over three-fifths of customers (64 percent) is 30 minutes or less. This confirms that a greater percentage of current customers are taking trips that take more time than the results found in the 2022, 2018, and 2014 surveys where 70 percent, 71 percent, and 72 percent respectively of Handy Ride customers rode a typical trip lasting 30 minutes or less and mean trip time was between 2.6 and 7.1 minutes less . The typical trip duration was even shorter in those much earlier survey periods. For example, in 2004, 83 percent rode a typical trip of 30 minutes or less and in 2007, 90 percent rode a typical trip of 30 minutes or less.
0% 20% 40% 60% 80%
30 MINUTES OR LESS
31-TO-60 MINUTES
61-TO-90 MINUTES
MORE THAN 90 MINUTES
64%
28%
4%
4%
70%
25%
3%
2%
71%
21%
5%
3%
72%
27%
1%
Chart 16
Typical Trip Duration
2024 2022 2018 2014
Mean Typical Trip Duration:
2024 = 35.5 minutes
2022 = 32.9 minutes
2018 = 34.0 minutes
2014 = 28.4 minutes
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November 2024
Will-Call Pickups Will-call pickups occur for medical appointments when customers are not sure when they will need to be picked up. Return trips from their destinations are not prescheduled, and the customer is picked up less than 90 minutes from the time he or she calls. Chart 17 indicates that, among the 74 percent of Handy Ride customers who have used Handy Ride for medical trips, 16 percent have had to wait 90 minutes or more to be picked up at least three times at some point. This compares well to 2022 (20 percent) and 2014 (17 percent), but is somewhat of a decline from 2018, when 11 percent had three or more 90 -plus-minute waits. The 45 percent who never have had to wait that long is a less advantageous percentage than in past years.
Yes-3 or more times
Yes-once or twice
No-never have
17% 36% 47%
11%
33%
56%
20%
29%
51%
16%
39%
45%
Chart 17
Waited 90 Minutes or More for Will-Call Pickup
(among 74% of respondents who have used Handy Ride for a Medical Trip) 2014 2018 2022 2024
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Chart 18 indicates that the mean longest wait time for a will-call pickup is 77.3 minutes. This longest mean wait time is still well b elow the 90-minute maximum established as a guideline. This service level is consistent with the 2022 survey results where the mean longest wait time was 73.1 minutes. The wait times in 2024, 2022, and 2018 represent considerable improvement over the 2014 survey period where the longest mean wait time was 82.9 minutes. In the current year (2024), nearly one-third of medical trip customers (32 percent) have, at some time, waited more than 90 minutes for a will-call pickup. In both 2022 and 2018, 25 percent of respondents had, at some time, waited more than 90 minutes for a will-call pick-up -- a substantial improvement from 2014, when 36 percent waited more than 90 minutes.
0% 5% 10% 15% 20% 25% 30% 35% 40%
30 MINUTES OR LESS
31-TO-60 MINUTES
61-TO-90 MINUTES
MORE THAN 90 MINUTES
22%
20%
26%
32%
31%
26%
18%
25%
31%
24%
20%
25%
23%
23%
18%
36%
Chart 18
Longest Wait for a Will-Call Pick-Up
(among 74% of respondents who have used Handy Ride for a Medical Trip) 2024 2022 2018 2014
Mean Long Will-Call
Wait Time
2024 = 77.3 minutes
2022 = 73.1 minutes
2018 = 73.9 minutes
2014 = 82.9 minutes
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Chart 19 shows the typical wait times for a will-call pickup among the 74 percent of respondents who have used Handy Ride for such medical trips. It is noteworthy that in the current survey, the mean wait time of
43.6 minutes is considerably less than the maximum wait time guideline of 90 minutes allowed for will-call pickups but is longer than in prior years. Further, 50 percent of the customers had typical wait times of 30 minutes or less in the current year. This represents an increase in wait time from 2022, 2018, and 2014 where 57 percent, 59 percent and 53 percent of customers, respectively, had shorter wait times of 30 minutes or less with mean waits of 39.8 minutes, 38.1 minutes, and 41.5 minutes.
0% 5% 10% 15% 20% 25% 30%
10 MINUTES OR LESS
11-20 MINUTES
21-30 MINUTES
31-40 MINUTES
41-60 MINUTES
61-80 MINUTES
81-100 MINUTES
MORE THAN 100 MINUTES
11%
17%
22%
7%
24%
3%
12%
5%
13%
18%
26%
5%
25%
8%
1%
4%
15%
19%
25%
6%
24%
2%
1%
3%
9%
17%
27%
7%
15%
15%
7%
3%
Chart 19
Typical Wait for a Will-Call Pick-Up
(among 74% of respondents who have used Handy Ride for a Medical Trip) 2024 2022 2018 2014
Mean Typical Wait Time for
Will-Call Pickup
2024 = 43.6 minutes
2022 = 39.8 minutes
2018 = 38.1 minutes
2014 = 41.5 minutes
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Scheduled Pickups: The guideline for a scheduled pickup is no more than 5 minutes before and 30 minutes after the scheduled pickup . Chart 20 shows the same tendencies throughout the years regarding these scheduled pick-ups as with will-call pick-ups. Again, 2024 demonstrates a higher percentage of customers who have had to wait 30 minutes or longer and a lower percentage (33 percent) who never have had to wait that long. This represents a decline in service from the 2022 and 2018 survey periods. ,In 2022, 42 percent of customers never waited more than 30 minutes for a scheduled pickup, and in 2018, 40 percent never waited more than 30 minutes. The results in 2014 are consistent with the current survey period in that only one-third of customers never had to wait more than 30 minutes for a scheduled pickup.
Yes-3 or more times Yes-once or twice No-never have
31% 36% 33%
26%
34% 40%
28%
30%
42%
34%
33%
33%
Chart 20
Waited 30 Minutes or More for Scheduled Pickup
2014 2018 2022 2024
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The longest wait time for a scheduled pick-up is depicted in Chart 21. The mean longest wait for a scheduled pickup in 2024 is 50.4 minutes. This finding is considerably higher than the 2022 and 2018 results where the longest scheduled pickup waits were 41.4 minutes and 41.5 minutes respectively. The longest scheduled pick- up wait time in the current year is consistent with the wait time in the 2014 survey (49.5 minutes). Further, nearly four-fifths of respondents (78 percent) experienced their longest wait time to be 60 minutes or less.
This result represents a decline in service from the 2022 and 2018 survey periods where 86 percent and 89 percent respectively waited 60 minutes or less for a scheduled pick -up. The finding for the current year is consistent with the 2014 survey year in which 80 percent experienced their longest wait time to be 60 minutes or less.
0% 10% 20% 30% 40% 50% 60%
30 MINUTES OR LESS
31-TO-60 MINUTES
61-TO-90 MINUTES
MORE THAN 90 MINUTES
40%
38%
12%
10%
54%
32%
8%
6%
50%
39%
7%
4%
36%
44%
14%
6%
Chart 21
Longest Wait for a Scheduled Pick-Up
2024 2022 2018 2014
Mean Longest Scheduled Pick-Up Wait Time
2024 = 50.4 minutes
2022 = 41.4 minutes
2018 = 41.5 minutes
2014 = 49.5 minutes
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Early Pick–up: Consistent with the previous charts that detail late pick -ups, Chart 22 shows that well over one-half (56 percent) of Handy Ride customers indicate that a Handy Ride vehicle has never arrived early for pickup. The finding in 2022 is similar in that 52 percent of respondents indicated that they never experienced an early pick-up and is also similar to 2018 in that 49 percent of customers never experienced a Handy Ride vehicle arriving early. In the 2014 survey, however, the finding is different and somewhat more favorable -- 42 percent of customers had never experienced a Handy Ride vehicle arriving early for pickup.
Allow 2-Hour Window: Chart 23 shows that 28 percent of customers always allow a 2-hour window between their requested pickup time and their scheduled appointment with another one-third (33 percent) sometimes allowing a two-hour window. More than one-third (37 percent) are likely to allow one hour or less. In 2022, one-fifth (20 percent) always allowed a 2-hour window with another 38 percent sometimes allowing a two-hour window. Similar to 2024, one-third (33 percent) were more likely to allow 1 hour or less in 2022. In 2018, one- Yes--3 or more times
Yes-once or twice
No-never has
18% 40%
42%
11%
40% 49%
15%
33%
52%
17%
27%
56%
Chart 22
Handy Ride Has Arrived Early for Pick-Up
2014 2018 2022 2024
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fourth (25 percent) always allowed a two-hour window between their requested pickup time and their scheduled appointment with another 25 percent sometimes allowing a two- hour window; however, in 2018, it is notable that nearly one-half (47 percent) of res pondents were more likely to allow a window of one hour or less. In 2014, respondents were similarly likely to allow a 1 -hour window or less (49 percent), but 2014 respondents were more likely to always allow a 2-hour window (33 percent).
28%
33%
1%
36%
1%
1%
1%
2%
20%
38%
2%
31%
2%
3%
4%
25%
25%
5%
42%
2%
1%
33%
6%
6%
43%
7%
1%
4%
0% 5% 10% 15% 20% 25% 30% 35% 40% 45%
Yes, always 2 hours
Yes, sometimes 2 hours
No, less than 1 hour
No, 1 hour
No, >1 and <2 hours
No, more than 2 hours
No, let reservation staff set window
Other (non-specific comments)
Chart 23
Allow 2-Hour Window Between Requested Pick-Up Time
and Appointment Time
2024 2022
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Customer Experience Regarding Harassment While Using the Handy Ride System
Chart 24 reports the frequency in which Handy Ride customers have personally experienced various types of harassing behavior. The dominant finding is that Handy Ride customers have very rarely experienced most of the harassing behaviors mentioned in Chart 24. It is notable that 13 percent of customers have experienced some hostile comments, sounds, or gestures a few times and 5 percent have experienced such behavior frequently. Unwanted sexual language or behavior was experienced to some degree by 5 percent of the Handy Ride customers.
Chart 25 reports the extent to which Handy Ride Customers saw or heard other customers being harassed on the Handy Ride System. Much like the findings in Chart 24, Handy Ride customers rarely saw or heard other customers being harassed. The only deviation from this general finding is that 8 percent of Handy Ride customers witnessed hostile comments, sounds or gestures directed at other Handy Ride customers.
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
HOSTILE COMMENTS, SOUNDS, OR GESTURES
FOLLOWING OR STALKING
PERSONAL PROPERTY DAMAGED OR STOLEN
PUSHING, SPITTING OR OTHER PHYSICAL ASSAULT
UNWANTED SEXUAL LANGUAGE OR BEHAVIOR
5%
2%
1%
2%
2%
13%
4%
4%
2%
5%
82%
94%
95%
96%
93%
Chart 24
Harassment Happened to Handy Ride Customer
Frequently A Few Times Never
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November 2024
Among 31 percent of Handy Ride Customers who experienced saw, or heard at least one incident of Harassment, 40 percent reported that the incident occurred on board the Handy Ride vehicle, another 37 percent indicated that the incident occurred while waitin g for the ride. Nearly one -fourth (23 percent) said that the incident occurred both while waiting and on-board (Chart 26).
Among 31 percent of customers who experienced, saw, or heard at least one incident of harassment, over 7 in 10 respondents (71 percent) did not report the incident. Among those who did report the incident, 21 percent reported the incident to FAX, with relatively few reporting the incident to the Federal Transit Administration (5 percent) or Law Enforcement (3 percent). (Chart 27). 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
HOSTILE COMMENTS, SOUNDS, OR GESTURES
FOLLOWING OR STALKING
PERSONAL PROPERTY DAMAGED OR STOLEN
PUSHING, SPITTING OR OTHER PHYSICAL ASSAULT
UNWANTED SEXUAL LANGUAGE OR BEHAVIOR
2%
1%
1%
1%
2%
8…
3%
2%
2%
2%
90%
96%
97%
97%
96%
Chart 25
Saw/Heard Other Customer Harassed
Frequently A Few Times Never
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Waiting for Ride,
37%
On-Board Vehicle,
40%
Both Waiting and
On-Board, 23%
Chart 26
Where Harassment Occurred
(Among 31% who Experienced, Saw, or Heard at Least One Incident of Harassment)
71% 21%
5%3%
Chart 27
Reported Harassment
(Among 31% who Experienced, Saw, or Heard at Least One Incident of Harassment)
Did Not Report Incident To FAX Federal Transit Administration Police/Law Enforcement Respondents were offered
opportunity to indicate
"all that apply;" however, only
one respondent did so.
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Chart 28 shows the reasons why victims feel they or others were targeted. Among the 31 percent of customers who experienced, saw, or heard at least one incident of harassment, two thirds (67 percent) did not wish to or could not identify any reason. Just over one-fifth (22 percent) feel that they or others were targeted because of their disability. Age (10 percent) and race/ethnicity (10 percent) were identified next as reasons why customers were targeted.
0% 10% 20% 30% 40% 50% 60% 70%
DISABILITY
AGE
RACE OR ETHNICITY
LANGUAGE SPOKEN
GENDER/GENDER
EXPRESSION
SEXUAL ORIENTATION
INCOME
OBESITY
RELIGION
NONE OF THE ABOVE/DO
NOT KNOW
22%
10%
10%
8%
6%
5%
3%
3%
2%
67%
Chart 28
Subject of Harassment
(Among 31% who Experienced, Saw, or Heard at Least One Incident of Harassment--Respondent Could Indicate More than One Subject; therefore, %s sum to >100%)
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November 2024
Over seven in ten customers always feel safe on-board the Handy Ride vehicles as well as at pick-up locations (73 percent – on-board and 72 percent at pick -up locations). It is noteworthy that 18 percent of customers report that they never feel safe on-board and 16 percent never feel safe at pick-up locations (Chart 29). Men feel safer than women at pick-up locations, but there is no statistical difference on-board. Not at all surprising is that those Handy Ride customers who have not experienced harassment feel safer both onboard as well as at pick-up locations. than do those who have had these experiences
0% 10% 20% 30% 40% 50% 60% 70% 80%
ON-BOARD
AT PICK-UP
LOCATIONS
73%
72%
5%
8%
2%
3%
2%
1%
18%
16%
Chart 29
Feel Safe on Handy Ride
1-Always 2 3 4 5=Never
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November 2024
Chart 30 indicates the safety precautions undertaken by riders to avoid harassment. One -half (50 percent) indicated that they do not take any safety precautions when using Handy Ride. Another 34 percent choose to not ride at night. Other precautions include not riding alone (12 percent), avoiding certain destinations (11 percent), and carrying self-defense spray or other self-protection (10 percent).
Don't ride at night,
34%
Don't ride alone,
12%
Avoid certain
destinations, 11%
Carry self -defense
spray or other self-
protection device,
10%
I do not take any
safety precautions
when using Handy
Ride, 50%
Chart 30
Safety Precautions Undertaken by Riders to Avoid
Harassment
(Respondents Could Offer Multiple Answers; therefore, %s Sum >100%) I-48
46 2024 Handy Ride Telephone & Online Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
APPENDIX
1. Questionnaire 47
2. Frequencies 59
3. Open Ended Responses 103
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Questionnaire
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Handy Ride Telephone Survey 2024
RESP: We would like to know with whom we are speaking, Are you…?
1. ______ HANDY RIDE CUSTOMER
2. ______ CAREGIVER/HEALTHCARE PROFESSIONAL
3. ______ FRIEND/RELATIVE
4. ______ OTHER, SPECIFY________________________________
NOTE: SURVEY QUESTIONS TO CUSTOMER WILL USE “YOU” IN QUESTION IF RESPONDENT IS CUSTOMER. OTHERWISE, REFER TO CUSTOMER BY NAME AS MR.________ or MS. _________.
Q1. How many one-way trips via Handy Ride (for example, if you take a round trip, that would be counted as two trips) do(es) you/NAME take in a typical week? ______________ (99 = DK/REF)
Q2. How long have (has) you/NAME been using Handy Ride?
1. LESS THAN THREE MONTHS
2. 3 TO 6 MONTHS
3. 7 MONTHS TO 11 MONTHS
4. ONE TO 1.5 YEARS
5. MORE THAN 1.5 YEARS BUT UNDER 3 YEARS
6. 3 YEARS OR MORE
7. DK—DO NOT READ
Q3. When you/NAME use(s) Handy Ride, what is the most common purpose of your/NAME’S trip?
1. TO / FROM WORK
2. TO / FROM SCHOOL
3. TO / FROM SHOPPING
4. TO/ FROM APPOINTMENTS (E.G., MEDICAL / DENTIST, ETC.)
5. RUN ERRANDS/PAY BILLS
6. ENTERTAINMENT/DINING
7. CHURCH/TEMPLE/MOSQUE/SYNAGOGUE
8. VISITING FRIENDS / RELATIVES
9. OTHER (PLEASE SPECIFY) ……….
10. DK—DO NOT READ
Q4. When was your/NAME’S most recent trip using Handy Ride?
1. Within the last two weeks
2. More than 2 weeks ago but more recent than one month ago
3. One-to-Three Months ago
4. More than 3 Months ago (GO TO Q4a)
5. CAN'T REMEMBER / DON'T KNOW—DO NOT READ
Q4a. (IF Q4 = 4—IF OTHERWISE, GO TO Q5) Why have you not used Handy I-51
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Ride during the past three months? — (PRESS FOR MORE DETAIL IF THE RESPONDENT SAYS, “JUST HAVEN’T NEEDED IT” OR
SOMETHING SIMILAR)
______________________________________________________________
Q5. How much do(es) you/NAME agree or disagree with this statement: “I/NAME totally depend(s) on Handy Ride for all my/his or her transportation needs”?
1. STRONGLY AGREE
2. AGREE
3. SLIGHTLY AGREE
4. SLIGHTLY DISAGREE
5. DISAGREE
6. STRONGLY DISAGREE
7. DON'T KNOW –DO NOT READ
Q6. Do(es) you/NAME plan to take more or fewer trips per week on Handy Ride in the next three months?
1. MORE TRIPS
2. FEWER TRIPS
3. SAME—NO CHANGE
4. WILL NOT USE HANDY RIDE
Q6a. (IF Q6 NOT = 1---IF Q6= 1, GO TO Q7). Please explain why you/NAME are/is not planning to use Handy Ride more than you do now. ________________________________________________
Q7. Based on your/NAME’s ridership experience, and on a scale of 1-to-6, with 1 being VERY SATISFIED, 2 SATISFIED, 3 SLIGHTLY SATISFIED, 4 SLIGHTLY DISSATISFIED, 5 DISSATISFIED and 6 being VERY DISSATISFIED, how satisfied, or dissatisfied are(is) you/NAME with Handy Ride in getting you/NAME home or to your/NAME’S destination on time? Again 1 is VERY SATISFIED and 6 is VERY DISSATISFIED __________
(7= DON’T KNOW—DO NOT READ)
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Q8a-p. I am now going to ask you/NAME to rate a series of other Handy Ride features that you/NAME have (has) likely experienced as a customer of Handy Ride. We’ll use that same 1-to-6 scale, again where 1 is VERY SATISFIED and 6 is VERY DISSATISFIED.
Feature 1 2 3 4 5 6
7= DK
Do Not
Read
a. Handy Ride’s Scheduled Pick-Ups? (Within
30 minutes after your scheduled pick-up time)
b. Cleanliness inside Handy Ride vehicles
c. Drivers’ courtesy
d. Drivers’ driving skills
e. Drivers’ traffic-safety consciousness
f. The overall comfort of the rides
g. Handy Ride reservations staff’s accuracy (i.e.,
they get the correct time and location)
h. Handy Ride reservations staff’s courtesy
i. Handy Ride’s Monday to Sunday “8 AM to 5
PM” reservation hours
j. Handy Ride’s reservation policy where you
can reserve your ride 1 to 2 days before your
trip
k. Handy Ride service hours
l. Handy Ride service area
m. Value provided by Handy Ride for the
fare/price paid
n. Locations and payment methods to purchase
passes
o. Availability of information about Handy Ride
p. Overall service provided by FAX’s Handy
Ride
Q9a-b. You/NAME may have considered several factors when thinking about your/NAME’S level of satisfaction with Handy Ride service. What would be the two most important factors that impact your/NAME’S level of satisfaction? I-53
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DO NOT READ—CODE USING THE FOLLOWING SCHEMA
1. SAFETY IN TRAFFIC
2. DRIVERS' DRIVING SKILLS
3. DRIVERS' CUSTOMER SERVICE
4. RESERVATION STAFF'S ACCURACY
5. RESERVATION STAFF'S CUSTOMER SERVICE
6. TRIP DISTANCE
7. HOW MUCH TIME THE TRIP TAKES
8. PICK-UPS BEING ON TIME
9. WAIT TIME FOR PICK-UPS
10. CLEANLINESS INSIDE THE VEHICLE
11. REASONABLE FARE / PRICE of MONTHLY PASS
12. HANDY RIDE'S RESERVATION HOURS
13. HANDY RIDE'S HOURS OF OPERATION / SERVICE
14. HOW CIVIL or COURTEOUS are the OTHER RIDERS IN THE VEHICLE
15. COMFORT LEVEL of the RIDE
16. TYPE OF VEHICLE USED - BUS, SEDAN
20. OTHER. please specify___________________________
25. DON'T KNOW—DO NOT READ
Q10. Have you ever used Handy Ride for a medical trip?
1. Yes
2. No (Go to Q14)
Q11. Have (Has) you/NAME ever waited over 90 minutes (for a Handy Ride “Will-Call- Pick-Up”)?
1. YES, ON THREE OR MORE OCCASIONS
2. YES, ONCE OR TWICE
3. NO, NEVER HAVE
4. DON'T KNOW / CAN'T RECALL—DO NOT READ
Q12. How long was your/NAMES’S longest wait from the time of your call for a Handy Ride Will Call Pickup to arrive? ____________ mins. (999 = DON’T KNOW—
DO NOT READ)
Q13. How long has your/NAME typical wait been for a “Will-Call-Pick-Up” to arrive?________ (999 = DK—DO NOT READ) mins.
Q14. Have (Has) you/NAME waited over 30 minutes for a Handy Ride Scheduled pick- I-54
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up?
1. YES, ON THREE OR MORE OCCASIONS
2. YES, ONCE OR TWICE
3. NO, NEVER HAVE
4. DON'T KNOW / CAN'T RECALL
Q15. How long was your/NAME’S longest wait for your Scheduled pick-up? _________ (999=DK—DO NOT READ) mins.
Q16. What has been the typical duration of your/NAME’S rides each way (i.e., the time you are on board a Handy Ride vehicle; not the wait time)? ___________ (999 = DK—DO NOT READ) mins
Q17. Do(es) you/NAME usually allow a 2-hour window between your/NAME’S requested pick-up time and your/NAME’S appointment time (i.e., the time you/NAME need(s) to be at a particular place)?
1. YES, ALWAYS 2 HOURS
2. YES, SOMETIMES
3. NO, USUALLY ALLOW A 1-HOUR WINDOW
4. OTHER (PLEASE SPECIFY) _______
Q18. Have (Has) you/NAME encountered occasions where Handy Ride arrived to pick you/NAME up earlier than you/NAME anticipated?
1. YES
2. NO, NEVER HAVE (GO TO Q19)
3. DON'T KNOW / CAN'T RECALL (GO TO Q19)
Q18A. (If Q18 = Yes). How many times in the past year would you estimate that Handy Ride arrived earlier than you/NAME anticipated? _______________
Q19. How do(es) you/NAME normally pay your fare?
1. Cash
2. Handy Ride Pass
3. DK/Refused—DO NOT READ
Q20. Do(es) you/NAME occasionally ride FAX fixed-route bus?
1. YES
2. NO
3. DK [DO NOT READ]
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Harassment
HARASSMENT
The following questions ask about your experiences using the Hany Ride system during the past year.
Think about all parts of a transit trip, both onboard and while waiting at Handy Ride pick-up stops.
21a-b. How often, if ever, have you personally experienced the following or witnessed them happen to others while using Handy Ride in the past year?
Part A:
….happened
to me
Part A:
….happe
ned to
me
Part
A:
….hap
pened
to me
Part B: I
saw or
heard …
happen to
someone
else
Part B:
I saw
or
heard
…
happen
to
someo
ne else
Part B: I
saw or
heard …
happen to
someone
else
Frequently A few
times
Never Frequently A few
times
Never
1. Hostile comments, sounds, or
gestures
2. Following or stalking
3. Personal property damaged or
stolen
4. Pushing, spitting or other physical
assault
5. Unwanted sexual language or
behavior
QUESTIONS 22 THRU 24 CAN BE SKIPPED IF RESPONDENT DOESN'T REPORT ANY HARASSMENT
22. Where did these incidents happen?
1.____While waiting for your ride
2.____Onboard
3. ____Both
23. When these incidents happened, did you officially report any of them? (check all that apply)
1.____Did not report any
2.____To FAX (in person, online, by phone, via social media, etc.)
3.____To police/law enforcement
4.____To the Federal Transit Administration (FTA)
24. When these incidents happened, were you or the victim mainly targeted because of …..? (check all that I-56
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apply)
1.____Age
2.____Disability
3.____Gender/gender expression
4.____Income
5.____Language spoken
6.____Obesity
7.____Race or ethnicity
8.____Religion
9.____Sexual orientation
10.____None of above/Do Not Know
25. Which of the following safety precautions, if any, do you take when using Handy Ride to avoid being harassed?
(check all that apply)
1.____Don't ride at night
2.____Avoid certain destinations
3.____Don't ride alone
4.____Carry self -defense spray or other self- protection device
5.____I do not take any safety precautions when using Handy Ride
26. When you use Handy Ride, how often do you feel safe from harassment, including physical harm, abusive language and/or sexual misconduct….?
26a. ….on board Handy Ride vehicles
AAllwwaayyss NNeevveerr
26b. ….at Handy Ride pick-up locations
AAllwwaayyss NNeevveerr
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DEMOGRAPHICS
To ensure that we are talking to a wide variety of Handy Ride customers, we would like to ask you a few more questions. First, …
MILITARY / VETERAN STATUS. Are you active-duty U.S. Military, Reservist, or a U.S.
Veteran?
1. ____ Yes, Military
2. ____ Yes, Reservist
3. ____ Yes, Veteran
4. ____ No
WORK. What is your work status?
1. ____Employed Full-Time
2. ____Employed Part-Time
3. ____Self-Employed
4. ____Student and Employed
5. ____Student and Not Employed
6. ____Homemaker
7. ____Retired
8. ____Unemployed
9. ____Disabled and Unable to Work
10. ____Refused (DO NOT READ)
EDUC. What is the last grade in school you have completed?
1. ____Less than 8th Grade Education
2. ____Some High School
3. ____High School Graduate
4. ____Vocational/Technical School
5. ____College Graduate
6. ____Post-Graduate Education
7. ____DK/Refused (DO NOT READ)
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ETHNICITY. Which of the following most closely describes your ethnic background? (CHECK ONLY ONE)
1. ____Hispanic
2. ____White/Caucasian
3. ____African American/Black
4. ____Asian/Southeast Asian (GO TO Eth-4a)
5. ____American Indian
6. ____Pacific Islander
7. ____Middle Easterner
8. ____Mixed Ethnicities (Go to Eth 8a)
9. ____Other
10. ____DK/Refused (DO NOT READ)
ETH 4a (If 4 checked above)
Are you….?
1. Hmong
2. Asian Indian
3. Indic other than from India
4. Southeast Asian other than Hmong
5. Filipino
6. Chinese other than Hmong
7. Japanese
8. Korean
9. Other
ETH 8a (If 8 checked above
Are you…?
1. Hispanic and White
2. Hispanic and Black
3. Hispanic and Asian
4. White and Black
5. White and Asian
6. Other Mixed
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GENDER.
1. ___Male
2. ___Female
3. ___Non-Binary
4. ___Transgender
5. ___Other
6. ___DK/Refused (Do Not Read)
AGE. What year were you born? _____________ (0000____DK/Refused -- DO NOT READ)
HOUSEHOLD SIZE: Including yourself, How many people live in your household full- time? _______________
INCOME. Which of the following categories best describes your total household income in 2021, before taxes?
1. ____Less than $10,000 per year
2. ____$10,000 to $19,999 per year
3. ____$20,000 to $29,999 per year
4. ____$30,000 to $39,999 per year
5. ____$40,000 to $49,999 per year
6. ____$50,000 to $74,999 per year
7. ____ $75,000 to $99,999 per year
8. ____ $100,000 or more per year
9. ____ Do not know/Refused (Do Not Read)
ZIP CODE OF PRIMARY RESIDENCE _____________
LEP:
Do you or do you not consider yourself to be limited in the English language?
1. Yes, I consider myself to be limited in my use of English
2. No, I do not consider myself to be limited in my use of English
3. Don’t Know/refused
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LANGUAGE What is the primary language spoken in your home?
1. ____English
2. ____Spanish or Spanish Creole
3. ____Hmong
4. ____Punjabi
5. ____Other Indic (Indo-Aryan)
languages
6. ____Laotian
7. ____Mon-Khmer, Cambodian
8. ____Chinese
9. ____Arabic
10. ____Vietnamese
11. ____Armenian
12. ____Tagalog
13. ____Other
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Frequencies
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Frequencies
How many one-way trips via Handy Ride do <youthey> take in a typical week? A round trip would be counted as two trips.
Frequency Percent Valid Percent
Cumulative
Percent
Valid 0 23 9.1 9.1 9.1
1 28 11.1 11.1 20.2
2 92 36.4 36.4 56.5
3 13 5.1 5.1 61.7
4 37 14.6 14.6 76.3
5 6 2.4 2.4 78.7
6 21 8.3 8.3 87.0
8 8 3.2 3.2 90.1
10 13 5.1 5.1 95.3
12 6 2.4 2.4 97.6
14 2 .8 .8 98.4
20 1 .4 .4 98.8
24 1 .4 .4 99.2
40 1 .4 .4 99.6
50 1 .4 .4 100.0
Total 253 100.0 100.0
We would like to know with whom we are speaking, Are you the Handy Ride customer, a caregiver or healthcare professional, a friend or relative, or someone else?
Frequency Percent Valid Percent
Cumulative
Percent
Valid Handy Ride customer 231 91.3 91.3 91.3
Caregiver / Healthcare
professional
9 3.6 3.6 94.9
Friend / Relative 13 5.1 5.1 100.0
Total 253 100.0 100.0
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How long have <youthey> been using Handy Ride?
(READ ANSWER CHOICES)
Frequency Percent
Valid
Percent
Cumulat
ive
Percent
Valid Less than three months 27 10.7 11.0 11.0
3 to 6 months 26 10.3 10.6 21.6
7 months to 11 months 17 6.7 6.9 28.6
One to 1.5 years 19 7.5 7.8 36.3
More than 1.5 years but under 3
years
40 15.8 16.3 52.7
3 years or more 116 45.8 47.3 100.0
Total 245 96.8 100.0
Missing DON'T KNOW (DO NOT READ) 8 3.2
Total 253 100.0
When <youthey> use Handy Ride, what is the most common purpose of <yourtheir> trip?
(ONLY READ IF NECESSARY)
Frequency Percent Valid Percent
Cumulativ
e Percent
Valid TO / FROM WORK 25 9.9 9.9 9.9
TO / FROM SCHOOL 18 7.1 7.1 17.1
TO / FROM SHOPPING 28 11.1 11.1 28.2
TO/ FROM APPOINTMENTS
(E.G., MEDICAL / DENTIST,
ETC.)
130 51.4 51.6 79.8
RUN ERRANDS/PAY BILLS 10 4.0 4.0 83.7
ENTERTAINMENT/DINING 10 4.0 4.0 87.7
CHURCH/TEMPLE/MOSQUE/S
YNAGOGUE
15 5.9 6.0 93.7
VISITING FRIENDS /
RELATIVES
7 2.8 2.8 96.4
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OTHER 9 3.6 3.6 100.0
Total 252 99.6 100.0
Missing DON'T KNOW (DO NOT READ) 1 .4
Total 253 100.0
When was <yourtheir> most recent trip using Handy Ride?
(READ ANSWER CHOICES)
Frequency Percent
Valid
Percent
Cumulativ
e Percent
Valid Within the last 2 weeks 143 56.5 58.8 58.8
More than 2 weeks ago but more
recent than 1 month ago
30 11.9 12.3 71.2
1 to 3 Months ago 38 15.0 15.6 86.8
More than 3 Months ago 32 12.6 13.2 100.0
Total 243 96.0 100.0
Missing CAN'T REMEMBER / DON'T
KNOW (DO NOT READ)
10 4.0
Total 253 100.0
Why have <youthey> not used Handy Ride during the past three months? --coded
Frequ
ency
Perce
nt
Valid
Percent
Cumulative
Percent
Vali
d
Have Other
Transportation
9 3.6 29.0 29.0
Dissatisfaction with Handy
Ride
6 2.4 19.4 48.4
Ill/Injured 7 2.8 22.6 71.0
Not Working/No School 4 1.6 12.9 83.9
Not Needed 3 1.2 9.7 93.5
Other 2 .8 6.5 100.0
Total 31 12.3 100.0
Mis
sin
g
Not Sure 1 .4
System 221 87.4
Total 222 87.7
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Total 253 100.0
How much do <youthey> agree or disagree with this statement: ``I totally depend on Handy Ride for all my transportation needs´´? Do <youthey> strongly agree, agree, slightly agree, slightly disagree, disagree, or strongly disagree?
Frequ
ency
Perce
nt
Valid
Percent
Cumulative
Percent
Vali
d
Strongly agree 97 38.3 39.8 39.8
Agree 69 27.3 28.3 68.0
Slightly agree 34 13.4 13.9 82.0
Slightly disagree 14 5.5 5.7 87.7
Disagree 19 7.5 7.8 95.5
Strongly disagree 11 4.3 4.5 100.0
Total 244 96.4 100.0
Mis
sin
g
DON'T KNOW (DO NOT
READ)
9 3.6
Total 253 100.0
Do <youthey> plan to take more or fewer trips per week on Handy Ride in the next three months?
Frequ
ency
Perce
nt
Valid
Percent
Cumulative
Percent
V
ali
d
More trips 151 59.7 59.7 59.7
Fewer trips 29 11.5 11.5 71.1
SAME—NO CHANGE 67 26.5 26.5 97.6
WILL NOT USE HANDY
RIDE
6 2.4 2.4 100.0
Total 253 100.0 100.0
Reasons for Not Planning to Use Handy Ride More--coded
Frequ
ency
Perce
nt
Valid
Percent
Cumulative
Percent
Vali
d
Have Other
Transportation
21 8.3 22.8 22.8
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Will Have Same Number
or Fewer Appointments
30 11.9 32.6 55.4
Dissatisfaction with Handy
Ride
19 7.5 20.7 76.1
Ill/Injured 7 2.8 7.6 83.7
Not Working/No
School/No Need
9 3.6 9.8 93.5
Other 6 2.4 6.5 100.0
Total 92 36.4 100.0
Mis
sin
g
Unsure 2 .8
System 159 62.8
Total 161 63.6
Total 253 100.0
Based on <yourtheir> ridership experience, are <youthey> very satisfied, satisfied, slightly satisfied, slightly dissatisfied, dissatisfied or very dissatisfied with Handy Ride in getting <youthem> home or to <yourtheir> destination on time?
Frequ
ency
Perce
nt
Valid
Percent
Cumulative
Percent
Vali
d
Very satisfied 103 40.7 41.2 41.2
Satisfied 88 34.8 35.2 76.4
Slightly satisfied 17 6.7 6.8 83.2
Slightly dissatisfied 17 6.7 6.8 90.0
Dissatisfied 12 4.7 4.8 94.8
Very dissatisfied 13 5.1 5.2 100.0
Total 250 98.8 100.0
Mis
sin
g
DON'T KNOW (DO NOT
READ)
3 1.2
Total 253 100.0
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How would <youthey> rate...
Handy Ride´s Scheduled Pick-Ups that arrive within 30 minutes after your scheduled pick-up time?
(IF NEEDED ADD "very satisfied, satisfied, slightly satisfied, slightly dissatisfied, dissatisfied, or very dissatisfied?)
Frequency Percent Valid Percent
Cumulative
Percent
Valid Very satisfied 76 30.0 30.8 30.8
Satisfied 88 34.8 35.6 66.4
Slightly satisfied 35 13.8 14.2 80.6
Slightly dissatisfied 19 7.5 7.7 88.3
Dissatisfied 18 7.1 7.3 95.5
Very dissatisfied 11 4.3 4.5 100.0
Total 247 97.6 100.0
Missing DON'T KNOW (DO NOT READ) 6 2.4
Total 253 100.0
How would <youthey> rate...
Cleanliness inside Handy Ride vehicles?
(IF NEEDED ADD "very satisfied, satisfied, slightly satisfied, slightly dissatisfied, dissatisfied, or very dissatisfied?)
Frequency Percent Valid Percent
Cumulative
Percent
Valid Very satisfied 144 56.9 58.1 58.1
Satisfied 93 36.8 37.5 95.6
Slightly satisfied 7 2.8 2.8 98.4
Dissatisfied 2 .8 .8 99.2
Very dissatisfied 2 .8 .8 100.0
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Total 248 98.0 100.0
Missing DON'T KNOW (DO NOT READ) 5 2.0
Total 253 100.0
How would <youthey> rate...
Drivers´ courtesy?
(IF NEEDED ADD "very satisfied, satisfied, slightly satisfied, slightly dissatisfied, dissatisfied, or very dissatisfied?)
Frequency Percent Valid Percent
Cumulative
Percent
Valid Very satisfied 164 64.8 65.3 65.3
Satisfied 69 27.3 27.5 92.8
Slightly satisfied 11 4.3 4.4 97.2
Slightly dissatisfied 3 1.2 1.2 98.4
Dissatisfied 1 .4 .4 98.8
Very dissatisfied 3 1.2 1.2 100.0
Total 251 99.2 100.0
Missing DON'T KNOW (DO NOT READ) 2 .8
Total 253 100.0
How would <youthey> rate...
Drivers´ driving skills?
(IF NEEDED ADD "very satisfied, satisfied, slightly satisfied, slightly dissatisfied, dissatisfied, or very dissatisfied?)
Frequency Percent Valid Percent
Cumulative
Percent
Valid Very satisfied 151 59.7 61.1 61.1
Satisfied 87 34.4 35.2 96.4
Slightly satisfied 8 3.2 3.2 99.6
Very dissatisfied 1 .4 .4 100.0
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Total 247 97.6 100.0
Missing DON'T KNOW (DO NOT READ) 6 2.4
Total 253 100.0
How would <youthey> rate...
Drivers´ traffic-safety consciousness?
(IF NEEDED ADD "very satisfied, satisfied, slightly satisfied, slightly dissatisfied, dissatisfied, or very dissatisfied?)
Frequency Percent Valid Percent
Cumulative
Percent
Valid Very satisfied 157 62.1 63.8 63.8
Satisfied 83 32.8 33.7 97.6
Slightly satisfied 4 1.6 1.6 99.2
Very dissatisfied 2 .8 .8 100.0
Total 246 97.2 100.0
Missing DON'T KNOW (DO NOT READ) 7 2.8
Total 253 100.0
How would <youthey> rate...
The overall comfort of the rides?
(IF NEEDED ADD "very satisfied, satisfied, slightly satisfied, slightly dissatisfied, dissatisfied, or very dissatisfied?)
Frequency Percent Valid Percent
Cumulative
Percent
Valid Very satisfied 122 48.2 48.2 48.2
Satisfied 93 36.8 36.8 85.0
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Slightly satisfied 21 8.3 8.3 93.3
Slightly dissatisfied 10 4.0 4.0 97.2
Dissatisfied 2 .8 .8 98.0
Very dissatisfied 5 2.0 2.0 100.0
Total 253 100.0 100.0
How would <youthey> rate...
Handy Ride reservations staff´s accuracy at getting the correct time and location?
(IF NEEDED ADD "very satisfied, satisfied, slightly satisfied, slightly dissatisfied, dissatisfied, or very dissatisfied?)
Frequency Percent Valid Percent
Cumulative
Percent
Valid Very satisfied 114 45.1 45.4 45.4
Satisfied 85 33.6 33.9 79.3
Slightly satisfied 25 9.9 10.0 89.2
Slightly dissatisfied 11 4.3 4.4 93.6
Dissatisfied 10 4.0 4.0 97.6
Very dissatisfied 6 2.4 2.4 100.0
Total 251 99.2 100.0
Missing DON'T KNOW (DO NOT READ) 2 .8
Total 253 100.0
How would <youthey> rate...
Handy Ride reservations staff´s courtesy?
(IF NEEDED ADD "very satisfied, satisfied, slightly satisfied, slightly dissatisfied, dissatisfied, or very dissatisfied?)
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Frequency Percent Valid Percent
Cumulative
Percent
Valid Very satisfied 138 54.5 55.4 55.4
Satisfied 82 32.4 32.9 88.4
Slightly satisfied 15 5.9 6.0 94.4
Slightly dissatisfied 7 2.8 2.8 97.2
Dissatisfied 5 2.0 2.0 99.2
Very dissatisfied 2 .8 .8 100.0
Total 249 98.4 100.0
Missing DON'T KNOW (DO NOT READ) 4 1.6
Total 253 100.0
How would <youthey> rate...
Handy Ride´s Monday to Sunday ``8 AM to 5 PM´´ reservation hours?
(IF NEEDED ADD "very satisfied, satisfied, slightly satisfied, slightly dissatisfied, dissatisfied, or very dissatisfied?)
Frequency Percent Valid Percent
Cumulative
Percent
Valid Very satisfied 110 43.5 45.6 45.6
Satisfied 97 38.3 40.2 85.9
Slightly satisfied 13 5.1 5.4 91.3
Slightly dissatisfied 10 4.0 4.1 95.4
Dissatisfied 7 2.8 2.9 98.3
Very dissatisfied 4 1.6 1.7 100.0
Total 241 95.3 100.0
Missing DON'T KNOW (DO NOT READ) 12 4.7
Total 253 100.0
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How would <youthey> rate...
Handy Ride´s reservation policy where you can reserve your ride 1 to 2 days before your trip?
(IF NEEDED ADD "very satisfied, satisfied, slightly satisfied, slightly dissatisfied, dissatisfied, or very dissatisfied?)
Frequency Percent Valid Percent
Cumulative
Percent
Valid Very satisfied 120 47.4 48.2 48.2
Satisfied 86 34.0 34.5 82.7
Slightly satisfied 21 8.3 8.4 91.2
Slightly dissatisfied 9 3.6 3.6 94.8
Dissatisfied 8 3.2 3.2 98.0
Very dissatisfied 5 2.0 2.0 100.0
Total 249 98.4 100.0
Missing DON'T KNOW (DO NOT READ) 4 1.6
Total 253 100.0
How would <youthey> rate...
Handy Ride service hours?
(IF NEEDED ADD "very satisfied, satisfied, slightly satisfied, slightly dissatisfied, dissatisfied, or very dissatisfied?)
Frequency Percent Valid Percent
Cumulative
Percent
Valid Very satisfied 117 46.2 47.2 47.2
Satisfied 99 39.1 39.9 87.1
Slightly satisfied 12 4.7 4.8 91.9
Slightly dissatisfied 10 4.0 4.0 96.0
Dissatisfied 6 2.4 2.4 98.4
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Very dissatisfied 4 1.6 1.6 100.0
Total 248 98.0 100.0
Missing DON'T KNOW (DO NOT READ) 5 2.0
Total 253 100.0
How would <youthey> rate...
Handy Ride service area?
(IF NEEDED ADD "very satisfied, satisfied, slightly satisfied, slightly dissatisfied, dissatisfied, or very dissatisfied?)
Frequency Percent Valid Percent
Cumulative
Percent
Valid Very satisfied 92 36.4 37.7 37.7
Satisfied 102 40.3 41.8 79.5
Slightly satisfied 11 4.3 4.5 84.0
Slightly dissatisfied 22 8.7 9.0 93.0
Dissatisfied 10 4.0 4.1 97.1
Very dissatisfied 7 2.8 2.9 100.0
Total 244 96.4 100.0
Missing DON'T KNOW (DO NOT READ) 9 3.6
Total 253 100.0
How would <youthey> rate...
Value provided by Handy Ride for the fare/price paid?
(IF NEEDED ADD "very satisfied, satisfied, slightly satisfied, slightly dissatisfied, dissatisfied, or very dissatisfied?)
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Frequency Percent Valid Percent
Cumulative
Percent
Valid Very satisfied 144 56.9 58.8 58.8
Satisfied 83 32.8 33.9 92.7
Slightly satisfied 8 3.2 3.3 95.9
Slightly dissatisfied 3 1.2 1.2 97.1
Dissatisfied 2 .8 .8 98.0
Very dissatisfied 5 2.0 2.0 100.0
Total 245 96.8 100.0
Missing DON'T KNOW (DO NOT READ) 8 3.2
Total 253 100.0
How would <youthey> rate...
Locations and payment methods to purchase passes?
(IF NEEDED ADD "very satisfied, satisfied, slightly satisfied, slightly dissatisfied, dissatisfied, or very dissatisfied?)
Frequency Percent Valid Percent
Cumulative
Percent
Valid Very satisfied 74 29.2 38.9 38.9
Satisfied 90 35.6 47.4 86.3
Slightly satisfied 10 4.0 5.3 91.6
Slightly dissatisfied 7 2.8 3.7 95.3
Dissatisfied 2 .8 1.1 96.3
Very dissatisfied 7 2.8 3.7 100.0
Total 190 75.1 100.0
Missing DON'T KNOW (DO NOT READ) 63 24.9
Total 253 100.0
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How would <youthey> rate...
Availability of information about Handy Ride ?
(IF NEEDED ADD "very satisfied, satisfied, slightly satisfied, slightly dissatisfied, dissatisfied, or very dissatisfied?)
Frequency Percent Valid Percent
Cumulative
Percent
Valid Very satisfied 107 42.3 45.3 45.3
Satisfied 102 40.3 43.2 88.6
Slightly satisfied 13 5.1 5.5 94.1
Slightly dissatisfied 3 1.2 1.3 95.3
Dissatisfied 3 1.2 1.3 96.6
Very dissatisfied 8 3.2 3.4 100.0
Total 236 93.3 100.0
Missing DON'T KNOW (DO NOT READ) 17 6.7
Total 253 100.0
How would <youthey> rate...
Overall service provided by FAX´s Handy Ride?
(IF NEEDED ADD "very satisfied, satisfied, slightly satisfied, slightly dissatisfied, dissatisfied, or very dissatisfied?)
Frequency Percent Valid Percent
Cumulative
Percent
Valid Very satisfied 126 49.8 51.4 51.4
Satisfied 81 32.0 33.1 84.5
Slightly satisfied 17 6.7 6.9 91.4
Slightly dissatisfied 13 5.1 5.3 96.7
Dissatisfied 4 1.6 1.6 98.4
Very dissatisfied 4 1.6 1.6 100.0
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Total 245 96.8 100.0
Missing DON'T KNOW (DO NOT READ) 8 3.2
Total 253 100.0
NEXT TWO FREQUENCIES COMBINED INTO ONE VARIABLE IN REPORT <youthey2> may have considered several factors when thinking about <yourtheir> level of satisfaction with Handy Ride service. What would be the two most important factors that impact <yourtheir> level of satisfaction?
Frequency Percent Valid Percent
Cumulative
Percent
Valid SAFETY IN TRAFFIC 35 13.8 15.6 15.6
DRIVERS' DRIVING SKILLS 17 6.7 7.6 23.1
DRIVERS' CUSTOMER
SERVICE
39 15.4 17.3 40.4
RESERVATION STAFF'S
ACCURACY
9 3.6 4.0 44.4
RESERVATION STAFF'S
CUSTOMER SERVICE
10 4.0 4.4 48.9
TRIP DISTANCE 5 2.0 2.2 51.1
HOW MUCH TIME THE TRIP
TAKES
20 7.9 8.9 60.0
PICK-UPS BEING ON TIME 51 20.2 22.7 82.7
WAIT TIME FOR PICK-UPS 11 4.3 4.9 87.6
CLEANLINESS INSIDE THE
VEHICLE
2 .8 .9 88.4
REASONABLE FARE / PRICE
of MONTHLY PASS
2 .8 .9 89.3
HANDY RIDE'S RESERVATION
HOURS
4 1.6 1.8 91.1
HANDY RIDE'S HOURS OF
OPERATION / SERVICE
6 2.4 2.7 93.8
HOW CIVIL or COURTEOUS
are the OTHER RIDERS IN THE
VEHICLE
1 .4 .4 94.2
COMFORT LEVEL of the RIDE 7 2.8 3.1 97.3
OTHER - FIRST ANSWER 1 .4 .4 97.8
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November 2024
WHEELCHAIR/DISABILITY
ACCESS
2 .8 .9 98.7
LOCATIONS SERVED 3 1.2 1.3 100.0
Total 225 88.9 100.0
Missing DON'T KNOW (DO NOT READ) 28 11.1
Total 253 100.0
<youthey2> may have considered several factors when thinking about <yourtheir> level of satisfaction with Handy Ride service. What would be the two most important factors that impact <yourtheir> level of satisfaction?
Frequency Percent Valid Percent
Cumulative
Percent
Valid SAFETY IN TRAFFIC 6 2.4 3.2 3.2
DRIVERS' DRIVING SKILLS 14 5.5 7.4 10.5
DRIVERS' CUSTOMER
SERVICE
16 6.3 8.4 18.9
RESERVATION STAFF'S
ACCURACY
4 1.6 2.1 21.1
RESERVATION STAFF'S
CUSTOMER SERVICE
10 4.0 5.3 26.3
TRIP DISTANCE 3 1.2 1.6 27.9
HOW MUCH TIME THE TRIP
TAKES
17 6.7 8.9 36.8
PICK-UPS BEING ON TIME 41 16.2 21.6 58.4
WAIT TIME FOR PICK-UPS 23 9.1 12.1 70.5
CLEANLINESS INSIDE THE
VEHICLE
6 2.4 3.2 73.7
REASONABLE FARE / PRICE
of MONTHLY PASS
11 4.3 5.8 79.5
HANDY RIDE'S RESERVATION
HOURS
4 1.6 2.1 81.6
HANDY RIDE'S HOURS OF
OPERATION / SERVICE
8 3.2 4.2 85.8
HOW CIVIL or COURTEOUS
are the OTHER RIDERS IN THE
VEHICLE
4 1.6 2.1 87.9
COMFORT LEVEL of the RIDE 11 4.3 5.8 93.7
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Rea & Parker Research
November 2024
TYPE OF VEHICLE USED -
BUS, SEDAN
2 .8 1.1 94.7
OTHER - FIRST ANSWER 3 1.2 1.6 96.3
OTHER - SECOND ANSWER 1 .4 .5 96.8
WHEELCHAIR/DISABILITY
ACCESS
1 .4 .5 97.4
LOCATIONS SERVED 5 2.0 2.6 100.0
Total 190 75.1 100.0
Missing DON'T KNOW (DO NOT READ) 10 4.0
System 53 20.9
Total 63 24.9
Total 253 100.0
Have <youthey> ever used Handy Ride for a medical trip? Frequency Percent Valid Percent
Cumulative
Percent
Valid Yes 188 74.3 74.3 74.3
No 65 25.7 25.7 100.0
Total 253 100.0 100.0
Have <youthey> ever waited over 90 minutes for a Handy Ride ``Will-Call-Pick- Up´´?
(IF YES, ASK: "Was that once or twice, or on three or more occasions?") Frequency Percent Valid Percent
Cumulative
Percent
Valid YES, ON THREE OR MORE
OCCASIONS
29 11.5 16.2 16.2
YES, ONCE OR TWICE 69 27.3 38.5 54.7
NO, NEVER HAVE 81 32.0 45.3 100.0
Total 179 70.8 100.0
Missing DON'T KNOW / CAN'T RECALL
(DO NOT READ)
9 3.6
System 65 25.7
Total 74 29.2
Total 253 100.0
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77 2024 Handy Ride Telephone & Online Satisfaction Survey Report City of Fresno—Fresno Area Express (FAX)
Rea & Parker Research
November 2024
NEXT TWO FREQUENCIES COMBINED INTO ONE VARIABLE IN REPORT How long was <yourtheir> longest wait from the time of your call for a Handy Ride Will Call Pickup to arrive?
(ENTER TIME IN MINUTES)
Frequency Percent Valid Percent
Cumulative
Percent
Valid 90 25 9.9 38.5 38.5
92 1 .4 1.5 40.0
95 1 .4 1.5 41.5
99 1 .4 1.5 43.1
100 4 1.6 6.2 49.2
105 2 .8 3.1 52.3
110 1 .4 1.5 53.8
120 24 9.5 36.9 90.8
150 1 .4 1.5 92.3
180 4 1.6 6.2 98.5
200 1 .4 1.5 100.0
Total 65 25.7 100.0
Missing DON'T KNOW (DO NOT READ) 42 16.6
System 146 57.7
Total 188 74.3
Total 253 100.0
How long was <yourtheir> longest wait from the time of your call for a Handy Ride Will Call Pickup to arrive?
(ENTER TIME IN MINUTES)
Frequency Percent Valid Percent
Cumulative
Percent
Valid 1 1 .4 1.7 1.7
10 3 1.2 5.1 6.8
15 7 2.8 11.9 18.6
20 4 1.6 6.8 25.4
25 1 .4 1.7 27.1
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November 2024
30 11 4.3 18.6 45.8
35 1 .4 1.7 47.5
40 7 2.8 11.9 59.3
45 7 2.8 11.9 71.2
50 1 .4 1.7 72.9
55 1 .4 1.7 74.6
60 8 3.2 13.6 88.1
70 1 .4 1.7 89.8
75 1 .4 1.7 91.5
90 5 2.0 8.5 100.0
Total 59 23.3 100.0
Missing 0 1 .4
DON'T KNOW (DO NOT READ) 21 8.3
System 172 68.0
Total 194 76.7
Total 253 100.0
How long has <yourtheir> typical wait been for a ``Will-Call-Pick-Up´´ to arrive?
(ENTER TIME IN MINUTES)
Frequency Percent Valid Percent
Cumulative
Percent
Valid 1 1 .4 .7 .7
5 1 .4 .7 1.3
6 1 .4 .7 2.0
10 13 5.1 8.7 10.7
15 10 4.0 6.7 17.4
20 16 6.3 10.7 28.2
25 3 1.2 2.0 30.2
30 30 11.9 20.1 50.3
35 5 2.0 3.4 53.7
40 6 2.4 4.0 57.7
45 16 6.3 10.7 68.5
50 2 .8 1.3 69.8
55 1 .4 .7 70.5
60 16 6.3 10.7 81.2
70 2 .8 1.3 82.6
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November 2024
75 1 .4 .7 83.2
80 1 .4 .7 83.9
89 1 .4 .7 84.6
90 14 5.5 9.4 94.0
99 1 .4 .7 94.6
100 1 .4 .7 95.3
105 1 .4 .7 96.0
110 1 .4 .7 96.6
120 5 2.0 3.4 100.0
Total 149 58.9 100.0
Missing 0 1 .4
DON'T KNOW (DO NOT READ) 38 15.0
System 65 25.7
Total 104 41.1
Total 253 100.0
Have <youthey> waited over 30 minutes for a Handy Ride Scheduled pick-up?
(IF YES, ASK: "Has it happened only once or twice, or on three or more occasions?")
Frequency Percent Valid Percent
Cumulative
Percent
Valid YES, ON THREE OR MORE
OCCASIONS
82 32.4 33.7 33.7
YES, ONCE OR TWICE 81 32.0 33.3 67.1
NO, NEVER HAVE 80 31.6 32.9 100.0
Total 243 96.0 100.0
Missing DON'T KNOW / CAN'T RECALL 10 4.0
Total 253 100.0
NEXT THREE FREQUENCIES COMBINED INTO ONE VARIABLE IN REPORT How long was <yourtheir> longest wait for your Scheduled pick-up?
(ENTER TIME IN MINUTES)
Frequency Percent Valid Percent
Cumulative
Percent
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80 2024 Handy Ride Telephone & Online Satisfaction Survey Report City of Fresno—Fresno Area Express (FAX)
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November 2024
Valid 1 2 .8 1.0 1.0
5 6 2.4 3.1 4.1
8 1 .4 .5 4.6
10 6 2.4 3.1 7.7
12 1 .4 .5 8.2
15 7 2.8 3.6 11.7
20 15 5.9 7.7 19.4
25 1 .4 .5 19.9
30 39 15.4 19.9 39.8
35 1 .4 .5 40.3
40 12 4.7 6.1 46.4
45 24 9.5 12.2 58.7
46 1 .4 .5 59.2
50 6 2.4 3.1 62.2
60 31 12.3 15.8 78.1
70 3 1.2 1.5 79.6
75 5 2.0 2.6 82.1
80 3 1.2 1.5 83.7
90 12 4.7 6.1 89.8
95 1 .4 .5 90.3
105 2 .8 1.0 91.3
110 2 .8 1.0 92.3
120 13 5.1 6.6 99.0
130 1 .4 .5 99.5
240 1 .4 .5 100.0
Total 196 77.5 100.0
Missing 0 1 .4
DON'T KNOW (DO NOT READ) 56 22.1
Total 57 22.5
Total 253 100.0
How long was <yourtheir> longest wait for your Scheduled pick-up?
(ENTER TIME IN MINUTES) Waited more than 30 minutes
Frequency Percent Valid Percent
Cumulative
Percent
Valid 30 17 6.7 12.6 12.6
35 1 .4 .7 13.3
40 12 4.7 8.9 22.2
45 24 9.5 17.8 40.0
46 1 .4 .7 40.7
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November 2024
50 6 2.4 4.4 45.2
60 31 12.3 23.0 68.1
70 3 1.2 2.2 70.4
75 5 2.0 3.7 74.1
80 3 1.2 2.2 76.3
90 12 4.7 8.9 85.2
95 1 .4 .7 85.9
105 2 .8 1.5 87.4
110 2 .8 1.5 88.9
120 13 5.1 9.6 98.5
130 1 .4 .7 99.3
240 1 .4 .7 100.0
Total 135 53.4 100.0
Missing DON'T KNOW (DO NOT READ) 38 15.0
System 80 31.6
Total 118 46.6
Total 253 100.0
How long was <yourtheir> longest wait for your Scheduled pick-up?
(ENTER TIME IN MINUTES) Not waited more than 30 minutes Frequency Percent Valid Percent
Cumulative
Percent
Valid 1 2 .8 3.3 3.3
5 6 2.4 9.8 13.1
8 1 .4 1.6 14.8
10 6 2.4 9.8 24.6
12 1 .4 1.6 26.2
15 7 2.8 11.5 37.7
20 15 5.9 24.6 62.3
25 1 .4 1.6 63.9
30 22 8.7 36.1 100.0
Total 61 24.1 100.0
Missing 0 1 .4
DON'T KNOW (DO NOT READ) 18 7.1
System 173 68.4
Total 192 75.9
Total 253 100.0
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82 2024 Handy Ride Telephone & Online Satisfaction Survey Report City of Fresno—Fresno Area Express (FAX)
Rea & Parker Research
November 2024
What has been the typical duration of <yourtheir> rides each way (i.e., the time you are on board a Handy Ride vehicle; not the wait time)?
(ENTER TIME IN MINUTES)
Frequency Percent Valid Percent
Cumulative
Percent
Valid 2 1 .4 .5 .5
5 2 .8 1.0 1.5
10 11 4.3 5.4 6.9
11 1 .4 .5 7.4
12 1 .4 .5 7.9
15 24 9.5 11.8 19.7
20 37 14.6 18.2 37.9
25 10 4.0 4.9 42.9
30 43 17.0 21.2 64.0
35 4 1.6 2.0 66.0
40 8 3.2 3.9 70.0
45 19 7.5 9.4 79.3
46 1 .4 .5 79.8
50 4 1.6 2.0 81.8
55 1 .4 .5 82.3
59 1 .4 .5 82.8
60 19 7.5 9.4 92.1
70 2 .8 1.0 93.1
90 6 2.4 3.0 96.1
99 1 .4 .5 96.6
100 1 .4 .5 97.0
120 6 2.4 3.0 100.0
Total 203 80.2 100.0
Missing DON'T KNOW (DO NOT READ) 50 19.8
Total 253 100.0
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83 2024 Handy Ride Telephone & Online Satisfaction Survey Report City of Fresno—Fresno Area Express (FAX)
Rea & Parker Research
November 2024
Do <youthey> usually allow a 2-hour window between <yourtheir> requested pick- up time and the time <youthey> need to be at a particular place for an appointment?
(IF YES, ASK: "Is that always 2 hours, or sometimes?")
Frequency Percent Valid Percent
Cumulative
Percent
Valid YES, ALWAYS 2 HOURS 68 26.9 28.0 28.0
YES, SOMETIMES 79 31.2 32.5 60.5
NO, USUALLY ALLOW A 1-
HOUR WINDOW
87 34.4 35.8 96.3
OTHER 9 3.6 3.7 100.0
Total 243 96.0 100.0
Missing DON'T KNOW 10 4.0
Total 253 100.0
Have <youthey> encountered occasions where Handy Ride arrived to pick <youthem> up earlier than <youthey> anticipated?
Frequency Percent Valid Percent
Cumulative
Percent
Valid Yes 107 42.3 44.2 44.2
No, never 135 53.4 55.8 100.0
Total 242 95.7 100.0
Missing DON'T KNOW (DO NOT READ) 11 4.3
Total 253 100.0
How many times in the past year would you estimate that Handy Ride arrived earlier than <youthey> anticipated?
Frequency Percent Valid Percent
Cumulative
Percent
Valid 1 32 12.6 29.9 29.9
2 34 13.4 31.8 61.7
3 13 5.1 12.1 73.8
4 7 2.8 6.5 80.4
5 5 2.0 4.7 85.0
6 3 1.2 2.8 87.9
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November 2024
7 4 1.6 3.7 91.6
8 1 .4 .9 92.5
10 6 2.4 5.6 98.1
20 1 .4 .9 99.1
50 1 .4 .9 100.0
Total 107 42.3 100.0
Missing System 146 57.7
Total 253 100.0
How do <youthey> normally pay <yourtheir> fare?
Frequency Percent Valid Percent
Cumulative
Percent
Valid Cash 180 71.1 74.4 74.4
Handy Ride Pass 62 24.5 25.6 100.0
Total 242 95.7 100.0
Missing DK/Refused (DO NOT READ) 11 4.3
Total 253 100.0
Do <youthey2> occasionally ride FAX fixed-route bus?
Frequency Percent Valid Percent
Cumulative
Percent
Valid Yes 77 30.4 33.8 33.8
No 151 59.7 66.2 100.0
Total 228 90.1 100.0
Missing DON'T KNOW 25 9.9
Total 253 100.0
Hostile comments, sounds, or gestures.
Have <youthey> personally experienced this frequently, a few times, or never?
Frequency Percent Valid Percent
Cumulative
Percent
Valid Frequently 12 4.7 5.0 5.0
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85 2024 Handy Ride Telephone & Online Satisfaction Survey Report City of Fresno—Fresno Area Express (FAX)
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November 2024
A few times 32 12.6 13.4 18.5
Never 194 76.7 81.5 100.0
Total 238 94.1 100.0
Missing UNSURE 15 5.9
Total 253 100.0
Following or stalking.
Have <youthey> personally experienced this frequently, a few times, or never?
Frequency Percent Valid Percent
Cumulative
Percent
Valid Frequently 6 2.4 2.4 2.4
A few times 10 4.0 4.1 6.5
Never 230 90.9 93.5 100.0
Total 246 97.2 100.0
Missing UNSURE 7 2.8
Total 253 100.0
Personal property damaged or stolen.
Have <youthey> personally experienced this frequently, a few times, or never?
Frequency Percent Valid Percent
Cumulative
Percent
Valid Frequently 4 1.6 1.6 1.6
A few times 9 3.6 3.6 5.2
Never 236 93.3 94.8 100.0
Total 249 98.4 100.0
Missing UNSURE 4 1.6
Total 253 100.0
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86 2024 Handy Ride Telephone & Online Satisfaction Survey Report City of Fresno—Fresno Area Express (FAX)
Rea & Parker Research
November 2024
Pushing, spitting or other physical assault.
Have <youthey> personally experienced this frequently, a few times, or never?
Frequency Percent Valid Percent
Cumulative
Percent
Valid Frequently 6 2.4 2.4 2.4
A few times 4 1.6 1.6 4.0
Never 237 93.7 96.0 100.0
Total 247 97.6 100.0
Missing UNSURE 6 2.4
Total 253 100.0
Unwanted sexual language or behavior.
Have <youthey> personally experienced this frequently, a few times, or never?
Frequency Percent Valid Percent
Cumulative
Percent
Valid Frequently 4 1.6 1.6 1.6
A few times 12 4.7 4.9 6.5
Never 231 91.3 93.5 100.0
Total 247 97.6 100.0
Missing UNSURE 6 2.4
Total 253 100.0
Hostile comments, sounds, or gestures.
Have <youthey> witnessed this happening to others frequently, a few times, or never?
Frequency Percent Valid Percent
Cumulative
Percent
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87 2024 Handy Ride Telephone & Online Satisfaction Survey Report City of Fresno—Fresno Area Express (FAX)
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November 2024
Valid Frequently 4 1.6 1.6 1.6
A few times 20 7.9 8.1 9.7
Never 223 88.1 90.3 100.0
Total 247 97.6 100.0
Missing UNSURE 6 2.4
Total 253 100.0
Following or stalking.
Have <youthey> witnessed this happening to others frequently, a few times, or never?
Frequency Percent Valid Percent
Cumulative
Percent
Valid Frequently 3 1.2 1.2 1.2
A few times 8 3.2 3.2 4.4
Never 237 93.7 95.6 100.0
Total 248 98.0 100.0
Missing UNSURE 5 2.0
Total 253 100.0
Personal property damaged or stolen.
Have <youthey> witnessed this happening to others frequently, a few times, or never?
Frequency Percent Valid Percent
Cumulative
Percent
Valid Frequently 2 .8 .8 .8
A few times 5 2.0 2.0 2.8
Never 244 96.4 97.2 100.0
Total 251 99.2 100.0
Missing UNSURE 2 .8
Total 253 100.0
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88 2024 Handy Ride Telephone & Online Satisfaction Survey Report City of Fresno—Fresno Area Express (FAX)
Rea & Parker Research
November 2024
Pushing, spitting or other physical assault.
Have <youthey> witnessed this happening to others frequently, a few times, or never?
Frequency Percent Valid Percent
Cumulative
Percent
Valid Frequently 3 1.2 1.2 1.2
A few times 5 2.0 2.0 3.2
Never 240 94.9 96.8 100.0
Total 248 98.0 100.0
Missing UNSURE 5 2.0
Total 253 100.0
Unwanted sexual language or behavior.
Have <youthey> witnessed this happening to others frequently, a few times, or never?
Frequency Percent Valid Percent
Cumulative
Percent
Valid Frequently 4 1.6 1.6 1.6
A few times 6 2.4 2.4 4.0
Never 237 93.7 96.0 100.0
Total 247 97.6 100.0
Missing UNSURE 6 2.4
Total 253 100.0
Experienced Harassment
Frequency Percent Valid Percent
Cumulative
Percent
Valid Experienced Harassment 77 30.4 30.4 30.4
Has Not Experienced
Harassment
176 69.6 69.6 100.0
Total 253 100.0 100.0
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89 2024 Handy Ride Telephone & Online Satisfaction Survey Report City of Fresno—Fresno Area Express (FAX)
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November 2024
Where did these incidents happen? While <youthey> were waiting for the ride or onboard?
Frequency Percent Valid Percent
Cumulative
Percent
Valid While waiting for your ride 28 11.1 36.4 36.4
Onboard 31 12.3 40.3 76.6
Both 18 7.1 23.4 100.0
Total 77 30.4 100.0
Missing System 176 69.6
Total 253 100.0
When these incidents happened, did <youthey> officially report any of them?
(IF YES, ASK: "Who did you report them to?")
(CHOOSE ALL THAT APPLY)
Frequency Percent Valid Percent
Cumulative
Percent
Valid Did not report any 55 21.7 71.4 71.4
To FAX (in person, online, by
phone, via social media, etc.)
16 6.3 20.8 92.2
To police/law enforcement 2 .8 2.6 94.8
To the Federal Transit
Administration (FTA)
4 1.6 5.2 100.0
Total 77 30.4 100.0
Missing System 176 69.6
Total 253 100.0
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90 2024 Handy Ride Telephone & Online Satisfaction Survey Report City of Fresno—Fresno Area Express (FAX)
Rea & Parker Research
November 2024
NEXT SIX FREQUENCIES COMBINED INTO ONE VARIABLE IN REPORT
When these incidents happened, were <youthey> or the victim mainly targeted because of …..?
(CHOOSE ALL THAT APPLY)
Frequency Percent Valid Percent
Cumulative
Percent
Valid Age 6 2.4 9.5 9.5
Disability 9 3.6 14.3 23.8
Gender/gender expression 1 .4 1.6 25.4
Language spoken 1 .4 1.6 27.0
Obesity 1 .4 1.6 28.6
Race or ethnicity 2 .8 3.2 31.7
Sexual orientation 1 .4 1.6 33.3
None of above 42 16.6 66.7 100.0
Total 63 24.9 100.0
Missing UNSURE / DO NOT KNOW 14 5.5
System 176 69.6
Total 190 75.1
Total 253 100.0
When these incidents happened, were <youthey> or the victim mainly targeted because of …..?
(CHOOSE ALL THAT APPLY)
Frequency Percent Valid Percent
Cumulative
Percent
Valid Disability 5 2.0 55.6 55.6
Gender/gender expression 1 .4 11.1 66.7
Income 1 .4 11.1 77.8
Language spoken 2 .8 22.2 100.0
Total 9 3.6 100.0
Missing System 244 96.4
Total 253 100.0
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91 2024 Handy Ride Telephone & Online Satisfaction Survey Report City of Fresno—Fresno Area Express (FAX)
Rea & Parker Research
November 2024
When these incidents happened, were <youthey> or the victim mainly targeted because of …..?
(CHOOSE ALL THAT APPLY)
Frequency Percent Valid Percent
Cumulative
Percent
Valid Gender/gender expression 2 .8 33.3 33.3
Language spoken 1 .4 16.7 50.0
Obesity 1 .4 16.7 66.7
Race or ethnicity 1 .4 16.7 83.3
Sexual orientation 1 .4 16.7 100.0
Total 6 2.4 100.0
Missing System 247 97.6
Total 253 100.0
When these incidents happened, were <youthey> or the victim mainly targeted because of …..?
(CHOOSE ALL THAT APPLY)
Frequency Percent Valid Percent
Cumulative
Percent
Valid Income 1 .4 25.0 25.0
Language spoken 1 .4 25.0 50.0
Race or ethnicity 2 .8 50.0 100.0
Total 4 1.6 100.0
Missing System 249 98.4
Total 253 100.0
When these incidents happened, were <youthey> or the victim mainly targeted because of …..?
(CHOOSE ALL THAT APPLY)
Frequency Percent Valid Percent
Cumulative
Percent
Valid Race or ethnicity 1 .4 50.0 50.0
Religion 1 .4 50.0 100.0
Total 2 .8 100.0
Missing System 251 99.2
Total 253 100.0
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92 2024 Handy Ride Telephone & Online Satisfaction Survey Report City of Fresno—Fresno Area Express (FAX)
Rea & Parker Research
November 2024
When these incidents happened, were <youthey> or the victim mainly targeted because of …..?
(CHOOSE ALL THAT APPLY)
Frequency Percent Valid Percent
Cumulative
Percent
Valid Sexual orientation 1 .4 100.0 100.0
Missing System 252 99.6
Total 253 100.0
NEXT FOUR FREQUENCIES COMBINED INTO ONE VARIABLE IN REPORT
Which of the following safety precautions, if any, do <youthey> take when using FAX to avoid being harassed?
(CHOOSE ALL THAT APPLY)
Frequency Percent Valid Percent
Cumulative
Percent
Valid Don't ride at night 84 33.2 33.2 33.2
Avoid certain destinations 9 3.6 3.6 36.8
Don't ride alone 17 6.7 6.7 43.5
Carry self -defense spray or
other self- protection device
17 6.7 6.7 50.2
I do not take any safety
precautions
126 49.8 49.8 100.0
Total 253 100.0 100.0
Which of the following safety precautions, if any, do <youthey> take when using FAX to avoid being harassed?
(CHOOSE ALL THAT APPLY)
Frequency Percent Valid Percent
Cumulative
Percent
Valid Don't ride at night 1 .4 3.0 3.0
Avoid certain destinations 19 7.5 57.6 60.6
Don't ride alone 10 4.0 30.3 90.9
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93 2024 Handy Ride Telephone & Online Satisfaction Survey Report City of Fresno—Fresno Area Express (FAX)
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November 2024
Carry self -defense spray or
other self- protection device
3 1.2 9.1 100.0
Total 33 13.0 100.0
Missing System 220 87.0
Total 253 100.0
Which of the following safety precautions, if any, do <youthey> take when using FAX to avoid being harassed?
(CHOOSE ALL THAT APPLY)
Frequency Percent Valid Percent
Cumulative
Percent
Valid Don't ride alone 4 1.6 57.1 57.1
Carry self -defense spray or
other self- protection device
3 1.2 42.9 100.0
Total 7 2.8 100.0
Missing System 246 97.2
Total 253 100.0
Which of the following safety precautions, if any, do <youthey> take when using FAX to avoid being harassed?
(CHOOSE ALL THAT APPLY)
Frequency Percent Valid Percent
Cumulative
Percent
Valid Carry self -defense spray or
other self- protection device
3 1.2 100.0 100.0
Missing System 250 98.8
Total 253 100.0
When <youthey> use Handy Ride, on a scale of 1 to 5 where 1 is Always and 5 is Never, how often do <youthey> feel safe from harassment, including physical harm, abusive language and/or sexual misconduct on board Handy Ride vehicles?
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94 2024 Handy Ride Telephone & Online Satisfaction Survey Report City of Fresno—Fresno Area Express (FAX)
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November 2024
Frequency Percent Valid Percent
Cumulative
Percent
Valid 1- Always 186 73.5 73.5 73.5
2 12 4.7 4.7 78.3
3 4 1.6 1.6 79.8
4 5 2.0 2.0 81.8
5-Never 46 18.2 18.2 100.0
Total 253 100.0 100.0
When <youthey> use Handy Ride, on a scale of 1 to 5 where 1 is Always and 5 is Never, how often do <youthey> feel safe from harassment, including physical harm, abusive language and/or sexual misconduct at Handy Ride pick-up locations?
Frequency Percent Valid Percent
Cumulative
Percent
Valid 1- Always 183 72.3 72.3 72.3
2 20 7.9 7.9 80.2
3 7 2.8 2.8 83.0
4 3 1.2 1.2 84.2
5-Never 40 15.8 15.8 100.0
Total 253 100.0 100.0
To ensure that we are talking to a wide variety of Handy Ride customers, we would like to ask a few more questions.
First, are <youthey> active-duty U.S. Military, Reservist or a U.S. Veteran? Frequency Percent Valid Percent
Cumulative
Percent
Valid Yes, active duty military 1 .4 .4 .4
Yes, reservist 1 .4 .4 .8
Yes, veteran 18 7.1 7.3 8.1
No 228 90.1 91.9 100.0
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Total 248 98.0 100.0
Missing UNSURE 5 2.0
Total 253 100.0
What is <yourtheir> work status?
(READ ANSWER CHOICES)
Frequency Percent Valid Percent
Cumulative
Percent
Valid Employed Full-Time 13 5.1 5.3 5.3
Employed Part-Time 13 5.1 5.3 10.5
Self-Employed 1 .4 .4 10.9
Student and Employed 1 .4 .4 11.3
Student and Not Employed 8 3.2 3.2 14.6
Homemaker 3 1.2 1.2 15.8
Retired 78 30.8 31.6 47.4
Unemployed 17 6.7 6.9 54.3
Disabled and Unable to Work 113 44.7 45.7 100.0
Total 247 97.6 100.0
Missing Refused (DO NOT READ) 2 .8
UNSURE 4 1.6
Total 6 2.4
Total 253 100.0
What is the last grade in school <youthey> have completed? Frequency Percent Valid Percent
Cumulative
Percent
Valid Less than 8th Grade Education 17 6.7 7.0 7.0
Some High School 15 5.9 6.2 13.2
High School Graduate 101 39.9 41.7 55.0
Vocational/Technical School 29 11.5 12.0 66.9
College Graduate 56 22.1 23.1 90.1
Post-Graduate Education 24 9.5 9.9 100.0
Total 242 95.7 100.0
Missing DK/Refused (DO NOT READ) 11 4.3
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Total 253 100.0
Which of the following most closely describes <yourtheir> ethnic background?
(READ ANSWER CHOICES)
Frequency Percent Valid Percent
Cumulative
Percent
Valid Hispanic 80 31.6 32.8 32.8
White/Caucasian 91 36.0 37.3 70.1
African American/Black 37 14.6 15.2 85.2
Asian/Southeast Asian 9 3.6 3.7 88.9
American Indian 3 1.2 1.2 90.2
Pacific Islander 4 1.6 1.6 91.8
Middle Easterner 2 .8 .8 92.6
Mixed Ethnicities 8 3.2 3.3 95.9
Other 10 4.0 4.1 100.0
Total 244 96.4 100.0
Missing DK/Refused (DO NOT READ) 9 3.6
Total 253 100.0
Are <youthey>….?
(READ ANSWER CHOICES)
Frequency Percent Valid Percent
Cumulative
Percent
Valid Hmong (MONG) 4 1.6 44.4 44.4
Filipino 2 .8 22.2 66.7
Chinese other than Hmong 2 .8 22.2 88.9
Other 1 .4 11.1 100.0
Total 9 3.6 100.0
Missing System 244 96.4
Total 253 100.0
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November 2024
Are <youthey>...
(READ ANSWER CHOICES)
Frequency Percent Valid Percent
Cumulative
Percent
Valid Hispanic and White 1 .4 12.5 12.5
Hispanic and Black 1 .4 12.5 25.0
White and Black 1 .4 12.5 37.5
White and Asian 1 .4 12.5 50.0
Other mixed 4 1.6 50.0 100.0
Total 8 3.2 100.0
Missing System 245 96.8
Total 253 100.0
And are <youthey>...
(READ ANSWER CHOICES)
Frequency Percent Valid Percent
Cumulative
Percent
Valid Male 87 34.4 34.8 34.8
Female 160 63.2 64.0 98.8
Non-Binary 1 .4 .4 99.2
Other 2 .8 .8 100.0
Total 250 98.8 100.0
Missing DK/Refused (Do Not Read) 3 1.2
Total 253 100.0
What year were <youthey> born?
(ENTER A 4-DIGIT YEAR)
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98 2024 Handy Ride Telephone & Online Satisfaction Survey Report City of Fresno—Fresno Area Express (FAX)
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November 2024
Frequency Percent Valid Percent
Cumulative
Percent
Valid 1926 1 .4 .4 .4
1927 2 .8 .8 1.2
1932 1 .4 .4 1.6
1933 1 .4 .4 2.0
1935 3 1.2 1.2 3.2
1936 1 .4 .4 3.6
1937 4 1.6 1.6 5.2
1938 3 1.2 1.2 6.4
1939 2 .8 .8 7.2
1940 2 .8 .8 8.0
1941 2 .8 .8 8.8
1942 2 .8 .8 9.6
1943 1 .4 .4 10.0
1944 5 2.0 2.0 12.0
1945 3 1.2 1.2 13.2
1946 4 1.6 1.6 14.8
1947 6 2.4 2.4 17.2
1948 8 3.2 3.2 20.4
1949 3 1.2 1.2 21.6
1950 11 4.3 4.4 26.0
1951 11 4.3 4.4 30.4
1952 8 3.2 3.2 33.6
1953 5 2.0 2.0 35.6
1954 10 4.0 4.0 39.6
1955 6 2.4 2.4 42.0
1956 4 1.6 1.6 43.6
1957 2 .8 .8 44.4
1958 1 .4 .4 44.8
1959 7 2.8 2.8 47.6
1960 8 3.2 3.2 50.8
1961 5 2.0 2.0 52.8
1962 8 3.2 3.2 56.0
1963 4 1.6 1.6 57.6
1964 5 2.0 2.0 59.6
1965 7 2.8 2.8 62.4
1966 3 1.2 1.2 63.6
1967 7 2.8 2.8 66.4
1968 5 2.0 2.0 68.4
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1969 4 1.6 1.6 70.0
1971 2 .8 .8 70.8
1972 2 .8 .8 71.6
1973 3 1.2 1.2 72.8
1974 2 .8 .8 73.6
1975 1 .4 .4 74.0
1977 2 .8 .8 74.8
1978 4 1.6 1.6 76.4
1979 2 .8 .8 77.2
1980 1 .4 .4 77.6
1981 3 1.2 1.2 78.8
1982 3 1.2 1.2 80.0
1983 3 1.2 1.2 81.2
1984 3 1.2 1.2 82.4
1985 2 .8 .8 83.2
1986 1 .4 .4 83.6
1987 2 .8 .8 84.4
1988 1 .4 .4 84.8
1989 4 1.6 1.6 86.4
1990 3 1.2 1.2 87.6
1991 1 .4 .4 88.0
1992 3 1.2 1.2 89.2
1995 4 1.6 1.6 90.8
1996 1 .4 .4 91.2
1997 1 .4 .4 91.6
1998 3 1.2 1.2 92.8
1999 3 1.2 1.2 94.0
2000 1 .4 .4 94.4
2001 3 1.2 1.2 95.6
2002 3 1.2 1.2 96.8
2003 4 1.6 1.6 98.4
2004 1 .4 .4 98.8
2005 1 .4 .4 99.2
2006 2 .8 .8 100.0
Total 250 98.8 100.0
Missing DON'T KNOW/REFUSED 3 1.2
Total 253 100.0
I-102
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2024 Handy Ride Telephone & Online Satisfaction Survey Report City of Fresno—Fresno Area Express (FAX)
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Recoded Age
Frequency Percent Valid Percent
Cumulative
Percent
Valid Under 35 34 13.4 13.6 13.6
35-54 41 16.2 16.4 30.0
55-74 121 47.8 48.4 78.4
75 and older 54 21.3 21.6 100.0
Total 250 98.8 100.0
Missing System 3 1.2
Total 253 100.0
Which of the following categories best describes <yourtheir> total household income in 2023, before taxes?
Frequency Percent Valid Percent
Cumulative
Percent
Valid Less than $10,000 per year 53 20.9 28.5 28.5
$10,000 to $19,999 per year 59 23.3 31.7 60.2
$20,000 to $29,999 per year 34 13.4 18.3 78.5
$30,000 to $39,999 per year 19 7.5 10.2 88.7
$40,000 to $49,999 per year 5 2.0 2.7 91.4
$50,000 to $74,999 per year 8 3.2 4.3 95.7
$75,000 to $99,999 per year 5 2.0 2.7 98.4
$100,000 or more per year 3 1.2 1.6 100.0
Total 186 73.5 100.0
Missing Do not know/Refused (Do Not
Read)
67 26.5
Total 253 100.0
What is the zipcode of <yourtheir> primary residence?
Frequency Percent Valid Percent
Cumulative
Percent
Valid 93612 1 .4 .5 .5
93619 1 .4 .5 .9
93650 1 .4 .5 1.4
93701 5 2.0 2.3 3.6
93702 24 9.5 10.9 14.5
93703 9 3.6 4.1 18.6
I-103
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93704 6 2.4 2.7 21.3
93705 17 6.7 7.7 29.0
93706 12 4.7 5.4 34.4
93710 15 5.9 6.8 41.2
93711 14 5.5 6.3 47.5
93716 1 .4 .5 48.0
93720 10 4.0 4.5 52.5
93721 7 2.8 3.2 55.7
93722 25 9.9 11.3 67.0
93723 2 .8 .9 67.9
93725 9 3.6 4.1 71.9
93726 19 7.5 8.6 80.5
93727 35 13.8 15.8 96.4
93728 4 1.6 1.8 98.2
93730 4 1.6 1.8 100.0
Total 221 87.4 100.0
Missing DON'T KNOW/REFUSED 32 12.6
Total 253 100.0
Do <youthey> consider <yourself> to be limited in the English language? Frequency Percent Valid Percent
Cumulative
Percent
Valid Yes 60 23.7 24.6 24.6
No 184 72.7 75.4 100.0
Total 244 96.4 100.0
Missing DON'T KNOW/REFUSED 9 3.6
Total 253 100.0
What is the primary language spoken in <yourtheir> home? Frequency Percent Valid Percent
Cumulative
Percent
Valid English 214 84.6 86.3 86.3
Spanish or Spanish Creole 22 8.7 8.9 95.2
Hmong 2 .8 .8 96.0
Punjabi 1 .4 .4 96.4
Arabic 1 .4 .4 96.8
Vietnamese 1 .4 .4 97.2
I-104
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Armenian 3 1.2 1.2 98.4
Tagalog 1 .4 .4 98.8
Other 3 1.2 1.2 100.0
Total 248 98.0 100.0
Missing UNSURE 5 2.0
Total 253 100.0
I-105
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Open-Ended Responses
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Other Common Purpose
Frequency Percent Valid Percent
Cumulative
Percent
Valid 244 96.4 96.4 96.4
2 one way trips during whole
time
1 .4 .4 96.8
adult program 1 .4 .4 97.2
All the above 1 .4 .4 97.6
cbas program 1 .4 .4 98.0
Gym 2 .8 .8 98.8
Social Vocational Service 1 .4 .4 99.2
the lift 1 .4 .4 99.6
volunteer 1 .4 .4 100.0
Total 253 100.0 100.0
Why have <youthey> not used Handy Ride during the past three months?
(PROBE FOR DETAILS IF THE RESPONDENT SAYS, ``JUST HAVEN´T NEEDED IT´´ OR SOMETHING SIMILAR)
Frequency Percent Valid Percent
Cumulative
Percent
Valid 221 87.4 87.4 87.4
Because I don't really have
any appointments to go to
right now.
1 .4 .4 87.7
Because I graduated a few
months ago
1 .4 .4 88.1
Because it's not what I
expected when I needed it.
1 .4 .4 88.5
Bed & wheelchair bound 1 .4 .4 88.9
Been in the hospital in therapy 1 .4 .4 89.3
I-107
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Caregiver, which also
happens to be her relative
uses her own car now to take
her.
1 .4 .4 89.7
Covid and other health issues 1 .4 .4 90.1
Don't go to school anymore 1 .4 .4 90.5
Generally, because I have no
appointments or procedures,
and my care worker
sometimes takes me to
palaces as well.
1 .4 .4 90.9
Handy ride was late all the
time, sometimes they didn't
show up and they said they
never received the requests
1 .4 .4 91.3
Have been confined to bed,
applying for full Social
Security Disability
1 .4 .4 91.7
I am living with someone that
can take me close to where I
need to go I don't think you go
to where the doctor is, my
doctor is in Clovis
1 .4 .4 92.1
I have a caregiver drives me
to and from appts
1 .4 .4 92.5
I have been afraid to use
Handy Ride because I don't
know if they are going to
answer or not to pick me up.
The only time I used Handy
Ride for an appointment they
told me to call them when my
appointment was over, I did,
but they line was always busy
and
1 .4 .4 92.9
I have been going to doctors
appointments and they
provide rides
1 .4 .4 93.3
I only use it when I need to
get to something that’s
important or early in the
morning
1 .4 .4 93.7
I-108
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I've been getting sick and am
unable to walk more
1 .4 .4 94.1
Medical reasons 1 .4 .4 94.5
My daughter has been taking
me
1 .4 .4 94.9
My provider has had a car
and provider prefers they use
the city bus.
1 .4 .4 95.3
No longer need appointment 1 .4 .4 95.7
No more school or any other
appointments at this time
1 .4 .4 96.0
Not reliable and I don’t want
to be late for my appointments
1 .4 .4 96.4
Not sure 1 .4 .4 96.8
Shirley passed away last
year, but she always used
handy ride for her Dr
appointments.
1 .4 .4 97.2
Sometimes I'm not in good
health.
1 .4 .4 97.6
The Dr that I have gave me
some help and rides
1 .4 .4 98.0
The rides took too long. We
missed an appointment
because the bus was 45
minutes late picking us up
1 .4 .4 98.4
They always pick me up late; I
have to take Lyft
1 .4 .4 98.8
They use the Clovis roundup 1 .4 .4 99.2
Was out of the country in
Canada
1 .4 .4 99.6
When I on vacation from
college and I don't use the
bus during summer time
1 .4 .4 100.0
Total 253 100.0 100.0
Why are <youthey> not planning to use Handy Ride more than you do now?
(PROBE FOR SPECIFICS AND ENTER RESPONSE. IF UNSURE, ASK: Are you sure nothing comes to mind?)
I-109
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November 2024
Frequency Percent Valid Percent
Cumulative
Percent
Valid 159 62.8 62.8 62.8
Appointments or needs for
shopping like deodorant, food,
shampoo, water bottle etc.
1 .4 .4 63.2
Bank once a month, medical
varies, about the same; don't
have the need for it
1 .4 .4 63.6
Because Handy Ride is not
dependable on getting me to
my appointments on time
1 .4 .4 64.0
Because I don't need to go
anywhere else, when I need
to go somewhere, I use it.
1 .4 .4 64.4
Because I go to the office
twice a week for work and
that’s usually the only time I
take Handy Ride.
1 .4 .4 64.8
Because I have other people
taking me to work
1 .4 .4 65.2
Because I have to get up so
early to make a 9 o clock
doctor's appointment, and
then I have an hour or two
hour wait after my
appointment. I am disabled
and in deteriorating health
and should not have to sit out
in the weather to
accommodate them and their
1 .4 .4 65.6
Because I only use when I
have appointments
1 .4 .4 66.0
Because it is such a hassle to
use Handy Ride. You have to
call them two days in advance
to schedule a ride. If you call
them the minute they open up
they give you at least in 90
minutes window for every trip
you make even if it is what
they call it will
1 .4 .4 66.4
I-110
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November 2024
Because she goes to a
program and the program
takes her
1 .4 .4 66.8
Because sometimes I have
other transportation from
friends and family
1 .4 .4 67.2
Because they are late all the
time and don't plan the routes
properly.
1 .4 .4 67.6
Because we don't have more
activities.
1 .4 .4 68.0
Cause he's in school, he's a
kid.
1 .4 .4 68.4
Change in transportation; I
have a driver's permit to start
driving sometime soon.
1 .4 .4 68.8
Changing volunteer jobs 1 .4 .4 69.2
Claro q si voy a seguir
usandolo
1 .4 .4 69.6
Currently have only four
appointments scheduled.
1 .4 .4 70.0
Depends if a friend can help
with taking me
1 .4 .4 70.4
Depends on my doctor
appointments, I'm 98 the less
appointments is better for me.
1 .4 .4 70.8
Depends upon my health 1 .4 .4 71.1
For work 1 .4 .4 71.5
Handy Ride is ALWAYS late
for her Dr's appointments.
And has to reschedule
because they refuse to see
her because she is more than
15 minutes late. also, besides
that the caregiver which is I,
use my own car to take her
now.
1 .4 .4 71.9
I-111
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November 2024
Has other transportation
accommodations, pick up time
on handy ride half hour to an
hour with dropping people off
and might not get home for
several hours
1 .4 .4 72.3
Have auto now 1 .4 .4 72.7
He doesn't have a place to go 1 .4 .4 73.1
He uses the Clovis bus
because of us living in Clovis
not in Fresno. We assume the
handy ride is a Fresno bus.
1 .4 .4 73.5
He'd rather catch the city bus
then use handy ride to where
he wants to go
1 .4 .4 73.9
I am a paraplegic; I had a fall
and put in emergency;
transferred to rehab; don't
know how long will be here;
have covid
1 .4 .4 74.3
I am currently confined to bed
at home, not able to travel
currently. Nothing is wrong
with my experience with
Handy Ride
1 .4 .4 74.7
I don't have a lot of appts
coming up
1 .4 .4 75.1
I don't need to 1 .4 .4 75.5
I don’t know 1 .4 .4 75.9
I go to Dialysis M-W & F then
Tues & Thurs are Dr
Appointments. I rely on Handy
Ride because I am wheelchair
dependent. I am mostly out of
the house five days a week.
1 .4 .4 76.3
I got a wheelchair, and will
ride the Fax bus more
1 .4 .4 76.7
I have an appointment in
November, nothing other than
that; they haven't given me
more appointments.
1 .4 .4 77.1
I-112
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I have my own vehicle and a
person that drives me to these
places
1 .4 .4 77.5
I have other means of
transportation
1 .4 .4 77.9
I just catch the bus and it can
be quicker sometimes
1 .4 .4 78.3
I only depend on handy ride to
get me from work to home
1 .4 .4 78.7
I only go to church and to
doctor appointments.
1 .4 .4 79.1
I only have to depend on
handy ride for dialyses and
than I have to be there on
time.
1 .4 .4 79.4
I only ride handy ride every
two months to get my hair
done.
1 .4 .4 79.8
I only use it to go the doctor
and shopping
1 .4 .4 80.2
I ready used HR for all may
needs
1 .4 .4 80.6
I use another transportation
service that is more reliable.
Drivers and dispatchers are
not too friendly.
1 .4 .4 81.0
I use handy ride to get to and
from dr appt, lab and xrays. I
don't go places very much.
Once in a while my daughter
takes me, but she works so it
doesn't happen often.in the
next two months I only have 4
or five appts
1 .4 .4 81.4
I-113
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November 2024
I use it to and from grocery
store once or twice a month.
My insurance provides free
Uber rides to and from my
appointments. Sometimes I
just don’t have the money. It’s
not a lot but on a fixed income
towards the end of the month
I just don’t have I
1 .4 .4 81.8
I use it to go to food bank and
when needed for medical trips
1 .4 .4 82.2
I use it when I need to go
somewhere, like to the doctor;
I just take it when I need it.
1 .4 .4 82.6
I use to get to where I need to
go
1 .4 .4 83.0
I used this service back in
2022 when I broke my arm.
Haven't had to use it since
being able to drive my car.
1 .4 .4 83.4
I’m able to drive my vehicle
nowadays. I will keep my ADA
ID for times when I need to
transport on FAX Handy-ride
bus.
1 .4 .4 83.8
If I can utilize a more reliable
and efficient means of
transportation I will do that. I
will only use Handi ride as a
last resort, or as a more
affordable transportation
compared to taking Lyft or
Uber.
1 .4 .4 84.2
If I need it I use it 1 .4 .4 84.6
Inconvenient 1 .4 .4 85.0
It depends on a medical issue
if I need to ride it or not. I
haven't had much going on
lately.
1 .4 .4 85.4
It is going to be the same
amount of trips.
1 .4 .4 85.8
I-114
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November 2024
It takes too long to pick you
up on time; getting me there
on time
1 .4 .4 86.2
It would ease my anxiety if
there was an app that shows
when your bus driver is
arriving or departing. I have
autism and not knowing how
many passengers there are or
where their drop-offs are
leaves me uneasy. The
unknown of all that makes me
nervous.
1 .4 .4 86.6
It's unreliable 1 .4 .4 87.0
Like I said, it's not what I
expected to be.
1 .4 .4 87.4
Limited money 1 .4 .4 87.7
Mas convenience usar el
carro para citas de doctor y
viajes a la tienda porque
regularmente vamos toda la
familia
1 .4 .4 88.1
Might be more because my
schedule is set
1 .4 .4 88.5
My doctor's appointments
stay pretty much the same,
and that's primarily why I use
handy ride.
1 .4 .4 88.9
Needs care giver to be with
me
1 .4 .4 89.3
No appointments at this time 1 .4 .4 89.7
No future plans 1 .4 .4 90.1
No lifestyle changes planned. 1 .4 .4 90.5
No longer need Dr
appointments in Fresno
1 .4 .4 90.9
No need 1 .4 .4 91.3
No need. 1 .4 .4 91.7
Not convenient or comfortable 1 .4 .4 92.1
Not reliable 1 .4 .4 92.5
Not very reliable, I got
stranded once.
1 .4 .4 92.9
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Overcoming illness. 1 .4 .4 93.3
Prone to the cold and I don't
go out as much.
1 .4 .4 93.7
Same appointment for dialysis 1 .4 .4 94.1
Same schedule 1 .4 .4 94.5
Shirley passed away. 1 .4 .4 94.9
Some drivers have attitudes
and they need to come on
time when you call to make
reservations
1 .4 .4 95.3
Sometimes his father brings
him or his sister brings him
over
1 .4 .4 95.7
Sometimes my daughter
takes me downtown; she
works on Saturdays
1 .4 .4 96.0
Started a new program and
will have access to another
service
1 .4 .4 96.4
The weather is still on the hot
side and I don't like to go out
in the heat
1 .4 .4 96.8
They always late; cost me $25
to pay to reschedule
1 .4 .4 97.2
They are unreliable 1 .4 .4 97.6
Traveling anywhere is difficult
for me these days. I try to limit
my need to travel.
1 .4 .4 98.0
Unsure 1 .4 .4 98.4
Use as need each week-
some more needs to ride.
1 .4 .4 98.8
Was annoyed by driver 1 .4 .4 99.2
When I call for Handy Ride, I
have to call 2 days in
advance.
1 .4 .4 99.6
I-116
114
2024 Handy Ride Telephone & Online Satisfaction Survey Report City of Fresno—Fresno Area Express (FAX)
Rea & Parker Research
November 2024
Would like to except the time
it takes for pickup and return
takes a long time. Also it
would be more convenient to
schedule these ahead instead
of waiting two days before an
appointment to schedule it.
1 .4 .4 100.0
Total 253 100.0 100.0
Other factors impacting level of satisfaction--first mention Frequency Percent Valid Percent
Cumulative
Percent
Valid 252 99.6 99.6 99.6
Small carry on pets should be
allowed.
1 .4 .4 100.0
Total 253 100.0 100.0
Other factors impacting level of satisfaction--second mention Frequency Percent Valid Percent
Cumulative
Percent
Valid 250 98.8 98.8 98.8
How the routes are planned
and whether or not they are
efficient.
1 .4 .4 99.2
The fact that transportation is
offered
1 .4 .4 99.6
They let me take someone
else along
1 .4 .4 100.0
Total 253 100.0 100.0
Other response to 2-hour window question (Q17)
Frequency Percent Valid Percent
Cumulative
Percent
Valid 241 95.3 95.3 95.3
Allows for 90 minutes 1 .4 .4 95.7
Depends on the person who
schedules my pickup .
1 .4 .4 96.0
I-117
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2024 Handy Ride Telephone & Online Satisfaction Survey Report City of Fresno—Fresno Area Express (FAX)
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November 2024
Four hour window 1 .4 .4 96.4
I don’t use it appointment 1 .4 .4 96.8
I tell them when I need to be
there and they suggest what
they have available. Last two
times I was 1 hour earlier at
the destination than needed.
1 .4 .4 97.2
If think 30min 1 .4 .4 97.6
Never go to appointments 1 .4 .4 98.0
Not really 1 .4 .4 98.4
Not sure 2 .8 .8 99.2
The windows are very
confusing to me still
1 .4 .4 99.6
They do not allow me to make
that judgement
1 .4 .4 100.0
Total 253 100.0 100.0
I-118
APPENDIX J
2024 Customer Satisfaction
Survey Instruments
APPENDIX J: 2024 CUSTOMER SATISFACTION SURVEY INSTRUMENTS
Exhibit J.1 contains images of the six pages of the 2024 FAX fixed-route customer survey instrument in English.
Exhibit J.2 contains images of the eight pages of the 2024 FAX fixed-route customer survey instrument in Spanish.
Exhibit J.3 contains images of the eleven pages of the 2024 Handy Ride customer survey instrument in English.
Exhibit J.4 contains images of the ten pages of the 2024 Handy Ride customer survey instrument in Spanish.
J-2
51 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
FAX 2024 PASSENGER SATISFACTION SURVEY—ON-BOARD
TRAVEL CHARACTERISTICS
Q1. What is the bus route number that you are on? ________ (Can be completed by surveyor or passenger)
Q2. What day of the week is it that you are riding this bus? (Can be completed by surveyor or passenger)
1. Monday
2. Tuesday
3. Wednesday
4. Thursday
5. Friday
6. Saturday
7. Sunday
Q3. What time did you board this bus today? (Can be completed by surveyor or passenger)
1. _____Before 9am
2. _____Between 9am and 11:59am
3. _____Between Noon and 2:59pm
4. _____Between 3pm and 7:00pm
5. _____After 7pm
Q4. How many one-way trips on FAX do you take in a typical week? (If you take a round trip, that would be counted as two trips) __________ (NUMBER OF WEEKLY TRIPS—ENTER 0, IF NONE)
Q5. What is the purpose of this FAX bus trip? (CHECK ONLY ONE)
1. ___ College 7. ____Medical/Dental
2. ____High/Middle/Elementary School 8. ____Jury Duty
3. ____Work/Business 9. ____Religious Service or Meeting- Church/Temple/Mosque/Synagogu
4. ____Shopping 10.____Volunteer Work
5. ____Errands/Personal 11.____Other
6. ____Recreational/Social
Q6. How many months or years have you been a FAX bus rider? ___years ___months
Q7. Do you have access to a car or other motor vehicle to make the same kinds of trips that you make by FAX?
1.____Yes 2. ___ No [IF NO, GO TO Q8)
Q7a. (ANSWER IF Q7 = YES) Which is the main reason you ride FAX instead of using that vehicle for your trips? The bus is…
1. ____Less expensive than driving
2. ____Easier and/or more relaxing than driving
3. ____Good for the environment
4. ____None of the above
Exhibit J.1 2024 FAX Fixed-Route Customer Survey (English) J-3
52 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
SATISFACTION
Q8 (1 through 19). Please indicate your satisfaction or dissatisfaction with each of the FAX bus features listed below by checking a box for each feature.
RANK YOUR SATISFACTION WITH EACH BUS FEATURE ON A SCALE OF 1-to-6
CHECK ONLY ONE COLUMN FOR EACH BUS FEATURE
BUS FEATURE 1 = Very
Satisfied
2 =
Satisfied
3 =
Slightly
Satisfied
4 =
Slightly
Dissatisfie
d
5 =
Dissatisfi
ed
6 = Very
Dissatisfi
ed
1. On-time performance
2. Frequency of buses
3. Time it takes to complete trip
4. Cleanliness inside buses
5. Cleanliness of bus stops and transfer
stations
6. Typical FAX bus drivers’ courtesy
7. Typical FAX bus drivers’ helpfulness
8. Typical FAX bus drivers’ driving skills
9. Typical FAX bus drivers’ safety
awareness
10. Overall comfort of bus rides
11. Availability of route/ schedule
information
12. Bus hours of operation on
weekdays
13. Bus hours of operation on
weekends
14. Closeness of bus stops to home
15. Closeness of bus stops to
destination
16. Accessibility for people with
disabilities on FAX buses
17. Quality of audio and visual
announcements on FAX buses
18. Value provided by FAX for the
price paid
19. Overall service provided by FAX
Q8a-c.
Q8a Please write the number of the bus service feature listed in Q8 that you consider to be MOST IMPORTANT to you
#________. Please include only features “1” through “18” above in your response.
Q8b. Please write the number of the bus service feature listed in Q8 that you consider to be SECOND
MOST IMPORTANT
#________. Please include only features “1” through “18” above in your response.
Q8c. What do you consider to be the least important bus feature listed in Q8? #________. Please include only features “1” through “18” above in your response .
J-4
53 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
HARASSMENT
Q9. The following questions ask about your experiences using the FA bus system during the past year. Think about all parts of a transit trip, both onboard and while waiting at stops.
Part A:
happened to
me
Part A:
happened to
me
Part A:
happened
to me
Part B: I
saw or
heard …
happen to
someone
else
Part B: I
saw or
heard …
happen to
someone
else
Part B: I
saw or
heard …
happen to
someone
else
Frequently A few times Never Frequently A few
times
Never
1. Hostile
comments,
sounds, or
gestures
2. Following or
stalking
3. Personal property
damaged or
stolen
4. Pushing, spitting
or other physical
assault
5. Unwanted sexual
language or
behavior
QUESTIONS 10 THROUGH 12 CAN BE SKIPPED IF RESPONDENT DOESN’T REPORT ANY
HARASSMENT
10. Where did these incidents happen?
1.____At Bus Stops or Stations
2.____Onboard
3.____Both
11. When these incidents happened, did you officially report any of them? (check all that apply) 1.___Did not report any
2.___To FAX (in person, online, by phone, via social media, etc.)
3.___To police/law enforcement
4.___To the Federal Transit Administration (FTA)
12. When these incidents happened, were you or the victim mainly targeted because of…? (check all that apply)
1.___Age
2.___Disability
3.___Gender/gender expression
4.___Income
5.___Language spoken
6.___Obesity
7.___Race or ethnicity
8.___Religion
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54 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
9.___Sexual orientation
10.___None of the above/Do Not Know
13. Which of the following safety precautions, if any, do you take when using FAX to avoid being harassed? (check all that apply)
1.____Don't ride at night
2.____Avoid certain routes
3.____Don't ride alone
4.____Carry self -defense spray or other self-protection device
5.____I do not take any safety precautions when using FAX
14. When you use the FAX bus system, how often do you feel safe from harassment, including physical harm, abusive language and/or sexual misconduct….?
14a. ….on board FAX buses
Always Never
14b. ….at the bus stops
Always Never
DEMOGRAPHICS
MILITARY / VETERAN STATUS. Are you active-duty U.S. Military, Reservist, or a U.S.
Veteran?
1. ____ Yes, Active Military
2. ____ Yes, Reservist
3. ____ Yes, Veteran
4. ____ No
WORK. What is your work status?
1. ____Employed Full-Time
2. ____Employed Part-Time
3. ____Self-Employed
4. ____Student and Employed
5. ____Student and Not Employed
6. ____Homemaker
7. ____Retired
8. ____Unemployed
9. ____Disabled and Unable to Work
EDUC. What is the last grade in school you have completed?
1. ____Less than 8th Grade Education
J-6
55 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
2. ____Some High School
3. ____High School Graduate
4. ____Vocational/Technical School
5. ____College Graduate
6. ____Post-Graduate Education
ETHNICITY. Which of the following most closely describes your ethnic background? (CHECK
ONLY ONE)
1. ____Hispanic
2. ____White/Caucasian
3. ____African American/Black
4. ____Asian/Southeast Asian (GO TO Eth-4a)
5. ____American Indian
6. ____Pacific Islander
7. ____Middle Easterner
8. ____Mixed Ethnicities (Go to Eth 8a)
9. ____Other
ETH 4a (If 4 checked above)
Are you….?
1. Hmong
2. Asian Indian
3. Indic other than from India
4. Southeast Asian other than Hmong
5. Filipino
6. Chinese other than Hmong
7. Japanese
8. Korean
9. Other
ETH 8a (If 8 checked above
Are you…?
1. Hispanic and White
2. Hispanic and Black
3. Hispanic and Asian
4. White and Black
5. White and Asian
6. Other Mixed
GENDER.
1. ___Male
2. ___Female
3. ___Non-Binary
4. ___Transgender
5. ___Other
AGE. What year were you born? _____________
J-7
56 2024 Bus Passenger Satisfaction Survey Report Rea & Parker Research City of Fresno—Fresno Area Express (FAX) November 2024
INCOME. Which of the following categories best describes your total household income in 2021, before taxes?
1. ____Less than $10,000 per year
2. ____$10,000 to $19,999 per year
3. ____$20,000 to $29,999 per year
4. ____$30,000 to $39,999 per year
5. ____$40,000 to $49,999 per year
6. ____$50,000 to $74,999 per year
7. ____ $75,000 to $99,999 per year
8. ____ $100,000 or more per year
9. ____ Do not know/Refused
ZIP CODE OF PRIMARY RESIDENCE _____________
LEP:
Do you or do you not consider yourself to be limited in the English language?
1. Yes, I consider myself to be limited in my use of English
2. No, I do not consider myself to be limited in my use of English
3. Don’t Know/refused
LANGUAGE What is the primary language spoken in your home?
1. ____English
2. ____Spanish or Spanish Creole
3. ____Hmong
4. ____Punjabi
5. ____Other Indic (Indo-Aryan)
languages
6. ____Laotian
7. ____Mon-Khmer, Cambodian
8. ____Chinese
9. ____Arabic
10. ____Vietnamese
11. ____Armenian
12. ____Tagalog
13. _____Other
J-8
FAX 2024 PASSENGER SATISFACTION SURVEY—ON-BOARD
TRAVEL CHARACTERISTICS
P1. ¿En qué número de ruta de autobús está? ________ (Can be completed by surveyor or passenger) P2. ¿Qué día de la semana aborda este autobús? (Can be completed by surveyor or passenger)
1. Lunes
2. Martes
3. Miércoles
4. Jueves
5. Viernes
6. Sábado
7. Domingo
P3. ¿A qué hora abordó este autobús hoy? (Can be completed by surveyor or passenger)
1. _____Antes de las 9am
2. _____Entre las 9am y las 11:59am
3. _____Entre mediodía y las 2:59pm
4. _____Entre las 3pm y las 7:00pm
5. _____Después de las 7pm
P4. ¿Cuántos viajes de ida en FAX hace en una semana típica? (If you take a round trip, that would be counted as two trips) __________ (NUMBER OF WEEKLY TRIPS—ENTER 0, IF NONE)
P5. ¿Cuál es el propósito de este viaje de autobús FAX? (CHECK ONLY ONE)
1. ___ Universidad 7. ____Médico/Dental
2. ____Escuela Primaria/Secundaria/Preparatoria 8. ____Servicio de Jurado
3. ____Trabajo/Negocios 9. ____Servicio o Reunión Religiosa - Iglesia/Templo/Mezquita/Sinagoga
4. ____Compras 10.____Trabajo Voluntario
5. ____Mandados/Personal 11.____Otro
6. ____Recreativo/Social
P6. ¿Cuántos meses o años ha sido pasajero de autobuses FAX? ___años ___meses
Exhibit J.2 2024 FAX Fixed-Route Customer Survey (Spanish) J-9
P7. ¿Tiene acceso a un auto u otro vehículo motorizado para hacer la misma clase de viajes que hace por FAX?
1.____Sí 2. ___ No [IF NO, GO TO Q8)
P7a. (ANSWER IF Q7 = YES) ¿Cuál es la principal razón por la que usa FAX en vez de utilizar ese vehículo para sus viajes? El autobús es…
1. ____Menos costoso que conducir
2. ____Es más fácil y/o más relajante que conducir
3. ____Bueno para el ambiente
4. ____Nada de lo anterior
SATISFACCIÓN
P8 (1 through 19). Por favor indique su satisfacción o insatisfacción con cada una de las características de los autobuses FAX enumeradas debajo al marcar una casilla para cada característica.
Característica del autobús
CALIFIQUE SU SATISFACCIÓN CON CADA CARACTERÍSTICA
DEL AUTOBÚS EN UNA ESCALA DEL 1 AL 6
MARQUE SOLO UNA COLUMNA PARA CADA CARACTERÍSTICA
DEL AUTOBÚS
1 = Muy
satisfecho
2 =
Satisfecho
3 =
Ligerament
e
satisfecho
4 =
Ligeramente
insatisfecho
5 =
Insatisfech
o
6 = Muy
insatisfech
o
1. Desempeño a tiempo
2. Frecuencia de autobuses
3. Tiempo que toma completar el viaje
4. Limpieza dentro de los autobuses
5. Limpieza de las paradas de autobús y estaciones
de transferencia
6. Cortesía típica de los conductores de autobuses
FAX
7. Amabilidad típica de los conductores de
autobuses FAX
8. Habilidades de manejo típicas de los conductores
de autobuses FAX
9. Conciencia de seguridad típica de los
conductores de autobuses FAX
10. Comodidad general de los viajes de autobús
J-10
11. Disponibilidad de información de ruta/horario
12. Horarios de operación de autobuses entre
semana
13. Horarios de operación de autobuses en fines de
semana
14. Cercanía de paradas de autobús a casa
15. Cercanía de paradas de autobús a destino
16. Accesibilidad para personas con discapacidades
en autobuses FAX
17. Calidad de anuncios de audio y visuales en
autobuses FAX
18. Valor proporcionado por FAX por el precio
pagado
19. Servicio general proporcionado por FAX
P8a-c.
P8a Por favor escriba el número de la característica del servicio de autobuses enumerada en la P8 que considera la más importante para usted
#________. Please include only features “1” through “18” above in your response.
P8b. Por favor escriba el número de la característica del servicio de autobuses enumerada en la P8 que considera la segunda más importante
#________. Please include only features “1” through “18” above in your response.
P8c. ¿Qué característica del autobús enumerada en la P8 considera la menos importante? #________. Please include only features “1” through “18” above in your response.
J-11
HARASSMENT
Las siguientes preguntas son sobre sus experiencias usando el sistema de autobuses FAX durante el último año.
Piense en todas las partes de un viaje de tránsito, tanto estando abordo como mientras espera en las paradas.
9a-b. ¿Qué tan a menudo, si acaso, ha experimentado personalmente algo de lo que se expone a continuación o ha atestiguado que le pase a otros mientras usaba FAX el año pasado? Por favor marque UNA de las casillas aplicables en cada fila que sea su mejor respuesta para la parte A (Me pasó a mí) y también marque UNA de las casillas aplicables en cada fila que sea su mejor respuesta para la parte B (Vi o escuché que le pasó a alguien más)
Parte A: Me pasó a mí Parte B: Visto o escuchado que le pasó a alguien más
Frecuenteme
nte
A veces Nunca Frecuentem
ente
A
veces
Nunca
1. Comentarios, sonidos o gestos
hostiles
2. Seguir o acosar
3. Propiedad personal dañada o
robada
4. Empujar, escupir u otra agresión
física
5. Lenguaje o conducta sexual no
deseada
QUESTIONS 10 THRU 13 CAN BE SKIPPED IF RESPONDENT DOESN'T REPORT ANY HARASSMENT
10. ¿Dónde ocurrieron estos incidentes?
1.____En paradas/estaciones
2.____A bordo
3. ____Ambos
11. Cuando ocurrieron estos incidentes, ¿reportó oficialmente alguno de ellos? (marque todo lo que aplique)
1.____No reportó ninguno
2.____Reportó a FAX (en persona, en línea, por teléfono, mediante redes sociales, etc.)
3.____Reportó a la policía/cuerpos policiales
12. Cuando ocurrieron estos incidentes, ¿usted o la víctima fue el objetivo principalmente por …..? (marque todo lo que aplique)
1.____Edad
2.____Discapacidad
3.____Género/expresión de género
4.____Ingresos
5.____Idioma hablado
6.____Obesidad
J-12
7.____Raza o etnia
8.____Religión
9.____Orientación sexual
10.____Nada de lo anterior/no lo sabe
13. ¿Cuál de las siguientes precauciones de seguridad, si acaso, toma cuando usa FAX para evitar ser acosado(a)? (marque todo lo que aplique)
1.____No viajar de noche
2.____Evitar ciertas rutas
3.____No viajar solo(a)
4.____Cargar espray de autodefensa u otro dispositivo de protección personal
5.____No tomo ninguna medida de precaución cuando uso FAX
14. Cuando usa el sistema de autobuses FAX, ¿qué tan a menudo se siente a salvo de acoso, incluyendo daño físico, lenguaje abusivo y/o conducta sexual inapropiada….?
14a. ….a bordo de autobuses FAX
Siempre Nunca
14b. ….en las paradas de autobús
Siempre Nunca
a.
DEMOGRAPHICS
MILITARY / VETERAN STATUS. ¿Es usted militar en servicio activo o veterano de los Estados Unidos?
1. ____ Sí, militar activo
2. ____ Sí, reservista
3. ____ Sí, veterano
4. ____ No
WORK. ¿Cuál es su estado laboral?
1. ____Empleado(a) de tiempo completo
2. ____Empleado(a) de tiempo parcial
3. ____Autoempleado(a)
4. ____Estudiante y empleado(a)
5. ____Estudiante y no empleado(a)
6. ____Ama(o) de casa
7. ____Retirado(a)
8. ____Desempleado(a)
9. ____Discapacitado(a) y no puede trabajar
J-13
EDUC. ¿Cuál es el último grado en la escuela que
completó?
1. ____Menor a educación de 8vo grado
2. ____Algo de preparatoria
3. ____Graduado de preparatoria
4. ____Escuela vocacional/técnica
5. ____Graduado universitario
6. ____Educación de postgrado
ETHNICITY. ¿Cuál de las siguientes opciones describe más cercanamente su origen étnico? (CHECK
ONLY ONE)
1. ____Hispano
2. ____Blanco/Caucásico
3. ____Afroamericano/Negro
4. ____Asiático/Asiático del Sudeste (GO TO Eth-4a)
5. ____Indio Americano
6. ____Isleño del Pacífico
7. ____Ciudadano de Medio Oriente
8. ____Etnias Mixtas (Go to Eth 8a)
9. ____Otro
ETH 4a (Si se marcó 4 arriba)
¿Usted es….?
1. Hmong
2. Indio Asiático
3. Indio distinto a de la India
4. Asiático del Sudeste distinto a Hmong
5. Filipino
6. Chino distinto a Hmong
7. Japonés
8. Coreano
9. Otro
ETH 8a (Si se marcó 8 arriba)
¿Usted es…?
1. Hispano y Blanco
2. Hispano y Negro
3. Hispano y Asiático
4. Blanco y Negro
5. Blanco y Asiático
6. Otra Mezcla
J-14
GENDER.
1. ____Masculino
2. ___Femenino
3. ___No binario
4. ___Transgénero
5. ___Otro
HOUSEHOLD SIZE: Incluyéndose, ¿cuántas personas viven en su hogar de tiempo completo? _______________
AGE. ¿En qué año nació? _____________
INCOME. ¿Cuál de las siguientes categorías describe mejor el ingreso total del hogar en 2021, antes de impuestos?
1. ____Menos de $10,000 al año
2. ____$10,000 a $19,999 al año
3. ____$20,000 a $29,999 al año
4. ____$30,000 a $39,999 al año
5. ____$40,000 a $49,999 al año
6. ____$50,000 a $74,999 al año
7. ____ $75,000 a $99,999 al año
8. ____ $100,000 o más al año
9. ____ No sabe/se rehusó a responder
J-15
CÓDIGO POSTAL DE RESIDENCIA PRINCIPAL
_____________
LEP:
¿Usted se considera o no se considera a sí mismo limitado en el idioma inglés?
1. Sí, me considero limitado en mi uso
del inglés
2. No, no me considero limitado en mi
uso del inglés
3. No sabe/se negó a responder
LANGUAGE ¿Cuál es el principal idioma
hablado en su hogar?
1. ____Inglés
2. ____Españ
ol o Criollo
Español
8. ____Chino
9. ____Árabe
10. ____Vietnam
ita
3. ____Hmon
g
4. ____Punya
bí
5. ____Otra
lengua
índica
(indoaria)
6. ____Laosia
no
7. ____Mon-
jemer,
Camboyan
o
11. ____Armeni
o
12. ____Tagalog
13. _____Otro
J-16
48 2024 Handy Ride Telephone & Online Satisfaction Survey Report City of Fresno—Fresno Area Express (FAX)
Rea & Parker Research
November 2024
Handy Ride Telephone Survey 2024
RESP: We would like to know with whom we are speaking, Are you…?
1. ______ HANDY RIDE CUSTOMER
2. ______ CAREGIVER/HEALTHCARE PROFESSIONAL
3. ______ FRIEND/RELATIVE
4. ______ OTHER, SPECIFY________________________________
NOTE: SURVEY QUESTIONS TO CUSTOMER WILL USE “YOU” IN QUESTION IF RESPONDENT IS CUSTOMER. OTHERWISE, REFER TO CUSTOMER BY NAME AS MR.________ or MS. _________.
Q1. How many one-way trips via Handy Ride (for example, if you take a round trip, that would be counted as two trips) do(es) you/NAME take in a typical week? ______________ (99 = DK/REF)
Q2. How long have (has) you/NAME been using Handy Ride?
1. LESS THAN THREE MONTHS
2. 3 TO 6 MONTHS
3. 7 MONTHS TO 11 MONTHS
4. ONE TO 1.5 YEARS
5. MORE THAN 1.5 YEARS BUT UNDER 3 YEARS
6. 3 YEARS OR MORE
7. DK—DO NOT READ
Q3. When you/NAME use(s) Handy Ride, what is the most common purpose of your/NAME’S trip?
1. TO / FROM WORK
2. TO / FROM SCHOOL
3. TO / FROM SHOPPING
4. TO/ FROM APPOINTMENTS (E.G., MEDICAL / DENTIST, ETC.)
5. RUN ERRANDS/PAY BILLS
6. ENTERTAINMENT/DINING
7. CHURCH/TEMPLE/MOSQUE/SYNAGOGUE
8. VISITING FRIENDS / RELATIVES
9. OTHER (PLEASE SPECIFY) ……….
10. DK—DO NOT READ
Q4. When was your/NAME’S most recent trip using Handy Ride?
1. Within the last two weeks
2. More than 2 weeks ago but more recent than one month ago
3. One-to-Three Months ago
4. More than 3 Months ago (GO TO Q4a)
5. CAN'T REMEMBER / DON'T KNOW—DO NOT READ
Q4a. (IF Q4 = 4—IF OTHERWISE, GO TO Q5) Why have you not used Handy Exhibit J.3 2024 Handy Ride Customer Survey (English)
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Ride during the past three months? — (PRESS FOR MORE DETAIL IF THE RESPONDENT SAYS, “JUST HAVEN’T NEEDED IT” OR
SOMETHING SIMILAR)
______________________________________________________________
Q5. How much do(es) you/NAME agree or disagree with this statement: “I/NAME totally depend(s) on Handy Ride for all my/his or her transportation needs”?
1. STRONGLY AGREE
2. AGREE
3. SLIGHTLY AGREE
4. SLIGHTLY DISAGREE
5. DISAGREE
6. STRONGLY DISAGREE
7. DON'T KNOW –DO NOT READ
Q6. Do(es) you/NAME plan to take more or fewer trips per week on Handy Ride in the next three months?
1. MORE TRIPS
2. FEWER TRIPS
3. SAME—NO CHANGE
4. WILL NOT USE HANDY RIDE
Q6a. (IF Q6 NOT = 1---IF Q6= 1, GO TO Q7). Please explain why you/NAME are/is not planning to use Handy Ride more than you do now. ________________________________________________
Q7. Based on your/NAME’s ridership experience, and on a scale of 1-to-6, with 1 being VERY SATISFIED, 2 SATISFIED, 3 SLIGHTLY SATISFIED, 4 SLIGHTLY DISSATISFIED, 5 DISSATISFIED and 6 being VERY DISSATISFIED, how satisfied, or dissatisfied are(is) you/NAME with Handy Ride in getting you/NAME home or to your/NAME’S destination on time? Again 1 is VERY SATISFIED and 6 is VERY DISSATISFIED __________
(7= DON’T KNOW—DO NOT READ)
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Q8a-p. I am now going to ask you/NAME to rate a series of other Handy Ride features that you/NAME have (has) likely experienced as a customer of Handy Ride. We’ll use that same 1-to-6 scale, again where 1 is VERY SATISFIED and 6 is VERY DISSATISFIED.
Feature 1 2 3 4 5 6
7= DK
Do Not
Read
a. Handy Ride’s Scheduled Pick-Ups? (Within
30 minutes after your scheduled pick-up time)
b. Cleanliness inside Handy Ride vehicles
c. Drivers’ courtesy
d. Drivers’ driving skills
e. Drivers’ traffic-safety consciousness
f. The overall comfort of the rides
g. Handy Ride reservations staff’s accuracy (i.e.,
they get the correct time and location)
h. Handy Ride reservations staff’s courtesy
i. Handy Ride’s Monday to Sunday “8 AM to 5
PM” reservation hours
j. Handy Ride’s reservation policy where you
can reserve your ride 1 to 2 days before your
trip
k. Handy Ride service hours
l. Handy Ride service area
m. Value provided by Handy Ride for the
fare/price paid
n. Locations and payment methods to purchase
passes
o. Availability of information about Handy Ride
p. Overall service provided by FAX’s Handy
Ride
Q9a-b. You/NAME may have considered several factors when thinking about your/NAME’S level of satisfaction with Handy Ride service. What would be the two most important factors that impact your/NAME’S level of satisfaction? J-19
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DO NOT READ—CODE USING THE FOLLOWING SCHEMA
1. SAFETY IN TRAFFIC
2. DRIVERS' DRIVING SKILLS
3. DRIVERS' CUSTOMER SERVICE
4. RESERVATION STAFF'S ACCURACY
5. RESERVATION STAFF'S CUSTOMER SERVICE
6. TRIP DISTANCE
7. HOW MUCH TIME THE TRIP TAKES
8. PICK-UPS BEING ON TIME
9. WAIT TIME FOR PICK-UPS
10. CLEANLINESS INSIDE THE VEHICLE
11. REASONABLE FARE / PRICE of MONTHLY PASS
12. HANDY RIDE'S RESERVATION HOURS
13. HANDY RIDE'S HOURS OF OPERATION / SERVICE
14. HOW CIVIL or COURTEOUS are the OTHER RIDERS IN THE VEHICLE
15. COMFORT LEVEL of the RIDE
16. TYPE OF VEHICLE USED - BUS, SEDAN
20. OTHER. please specify___________________________
25. DON'T KNOW—DO NOT READ
Q10. Have you ever used Handy Ride for a medical trip?
1. Yes
2. No (Go to Q14)
Q11. Have (Has) you/NAME ever waited over 90 minutes (for a Handy Ride “Will-Call- Pick-Up”)?
1. YES, ON THREE OR MORE OCCASIONS
2. YES, ONCE OR TWICE
3. NO, NEVER HAVE
4. DON'T KNOW / CAN'T RECALL—DO NOT READ
Q12. How long was your/NAMES’S longest wait from the time of your call for a Handy Ride Will Call Pickup to arrive? ____________ mins. (999 = DON’T KNOW—
DO NOT READ)
Q13. How long has your/NAME typical wait been for a “Will-Call-Pick-Up” to arrive?________ (999 = DK—DO NOT READ) mins.
Q14. Have (Has) you/NAME waited over 30 minutes for a Handy Ride Scheduled pick- J-20
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up?
1. YES, ON THREE OR MORE OCCASIONS
2. YES, ONCE OR TWICE
3. NO, NEVER HAVE
4. DON'T KNOW / CAN'T RECALL
Q15. How long was your/NAME’S longest wait for your Scheduled pick-up? _________ (999=DK—DO NOT READ) mins.
Q16. What has been the typical duration of your/NAME’S rides each way (i.e., the time you are on board a Handy Ride vehicle; not the wait time)? ___________ (999 = DK—DO NOT READ) mins
Q17. Do(es) you/NAME usually allow a 2-hour window between your/NAME’S requested pick-up time and your/NAME’S appointment time (i.e., the time you/NAME need(s) to be at a particular place)?
1. YES, ALWAYS 2 HOURS
2. YES, SOMETIMES
3. NO, USUALLY ALLOW A 1-HOUR WINDOW
4. OTHER (PLEASE SPECIFY) _______
Q18. Have (Has) you/NAME encountered occasions where Handy Ride arrived to pick you/NAME up earlier than you/NAME anticipated?
1. YES
2. NO, NEVER HAVE (GO TO Q19)
3. DON'T KNOW / CAN'T RECALL (GO TO Q19)
Q18A. (If Q18 = Yes). How many times in the past year would you estimate that Handy Ride arrived earlier than you/NAME anticipated? _______________
Q19. How do(es) you/NAME normally pay your fare?
1. Cash
2. Handy Ride Pass
3. DK/Refused—DO NOT READ
Q20. Do(es) you/NAME occasionally ride FAX fixed-route bus?
1. YES
2. NO
3. DK [DO NOT READ]
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Harassment
HARASSMENT
The following questions ask about your experiences using the Hany Ride system during the past year.
Think about all parts of a transit trip, both onboard and while waiting at Handy Ride pick-up stops.
21a-b. How often, if ever, have you personally experienced the following or witnessed them happen to others while using Handy Ride in the past year?
Part A:
….happened
to me
Part A:
….happe
ned to
me
Part
A:
….hap
pened
to me
Part B: I
saw or
heard …
happen to
someone
else
Part B:
I saw
or
heard
…
happen
to
someo
ne else
Part B: I
saw or
heard …
happen to
someone
else
Frequently A few
times
Never Frequently A few
times
Never
1. Hostile comments, sounds, or
gestures
2. Following or stalking
3. Personal property damaged or
stolen
4. Pushing, spitting or other physical
assault
5. Unwanted sexual language or
behavior
QUESTIONS 22 THRU 24 CAN BE SKIPPED IF RESPONDENT DOESN'T REPORT ANY HARASSMENT
22. Where did these incidents happen?
1.____While waiting for your ride
2.____Onboard
3. ____Both
23. When these incidents happened, did you officially report any of them? (check all that apply)
1.____Did not report any
2.____To FAX (in person, online, by phone, via social media, etc.)
3.____To police/law enforcement
4.____To the Federal Transit Administration (FTA)
24. When these incidents happened, were you or the victim mainly targeted because of …..? (check all that J-22
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apply)
1.____Age
2.____Disability
3.____Gender/gender expression
4.____Income
5.____Language spoken
6.____Obesity
7.____Race or ethnicity
8.____Religion
9.____Sexual orientation
10.____None of above/Do Not Know
25. Which of the following safety precautions, if any, do you take when using Handy Ride to avoid being harassed?
(check all that apply)
1.____Don't ride at night
2.____Avoid certain destinations
3.____Don't ride alone
4.____Carry self -defense spray or other self- protection device
5.____I do not take any safety precautions when using Handy Ride
26. When you use Handy Ride, how often do you feel safe from harassment, including physical harm, abusive language and/or sexual misconduct….?
26a. ….on board Handy Ride vehicles
AAllwwaayyss NNeevveerr
26b. ….at Handy Ride pick-up locations
AAllwwaayyss NNeevveerr
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DEMOGRAPHICS
To ensure that we are talking to a wide variety of Handy Ride customers, we would like to ask you a few more questions. First, …
MILITARY / VETERAN STATUS. Are you active-duty U.S. Military, Reservist, or a U.S.
Veteran?
1. ____ Yes, Military
2. ____ Yes, Reservist
3. ____ Yes, Veteran
4. ____ No
WORK. What is your work status?
1. ____Employed Full-Time
2. ____Employed Part-Time
3. ____Self-Employed
4. ____Student and Employed
5. ____Student and Not Employed
6. ____Homemaker
7. ____Retired
8. ____Unemployed
9. ____Disabled and Unable to Work
10. ____Refused (DO NOT READ)
EDUC. What is the last grade in school you have completed?
1. ____Less than 8th Grade Education
2. ____Some High School
3. ____High School Graduate
4. ____Vocational/Technical School
5. ____College Graduate
6. ____Post-Graduate Education
7. ____DK/Refused (DO NOT READ)
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ETHNICITY. Which of the following most closely describes your ethnic background? (CHECK ONLY ONE)
1. ____Hispanic
2. ____White/Caucasian
3. ____African American/Black
4. ____Asian/Southeast Asian (GO TO Eth-4a)
5. ____American Indian
6. ____Pacific Islander
7. ____Middle Easterner
8. ____Mixed Ethnicities (Go to Eth 8a)
9. ____Other
10. ____DK/Refused (DO NOT READ)
ETH 4a (If 4 checked above)
Are you….?
1. Hmong
2. Asian Indian
3. Indic other than from India
4. Southeast Asian other than Hmong
5. Filipino
6. Chinese other than Hmong
7. Japanese
8. Korean
9. Other
ETH 8a (If 8 checked above
Are you…?
1. Hispanic and White
2. Hispanic and Black
3. Hispanic and Asian
4. White and Black
5. White and Asian
6. Other Mixed
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GENDER.
1. ___Male
2. ___Female
3. ___Non-Binary
4. ___Transgender
5. ___Other
6. ___DK/Refused (Do Not Read)
AGE. What year were you born? _____________ (0000____DK/Refused -- DO NOT READ)
HOUSEHOLD SIZE: Including yourself, How many people live in your household full- time? _______________
INCOME. Which of the following categories best describes your total household income in 2021, before taxes?
1. ____Less than $10,000 per year
2. ____$10,000 to $19,999 per year
3. ____$20,000 to $29,999 per year
4. ____$30,000 to $39,999 per year
5. ____$40,000 to $49,999 per year
6. ____$50,000 to $74,999 per year
7. ____ $75,000 to $99,999 per year
8. ____ $100,000 or more per year
9. ____ Do not know/Refused (Do Not Read)
ZIP CODE OF PRIMARY RESIDENCE _____________
LEP:
Do you or do you not consider yourself to be limited in the English language?
1. Yes, I consider myself to be limited in my use of English
2. No, I do not consider myself to be limited in my use of English
3. Don’t Know/refused
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LANGUAGE What is the primary language spoken in your home?
1. ____English
2. ____Spanish or Spanish Creole
3. ____Hmong
4. ____Punjabi
5. ____Other Indic (Indo-Aryan)
languages
6. ____Laotian
7. ____Mon-Khmer, Cambodian
8. ____Chinese
9. ____Arabic
10. ____Vietnamese
11. ____Armenian
12. ____Tagalog
13. ____Other
J-27
Handy Ride Telephone Survey 2024
RESP: Nos gustaría saber con quién estamos hablando, ¿usted es…?
1. ______ CLIENTE DE HANDY RIDE
2. ______ CUIDADOR(A)/ENFERMERO(A)
3. ______ AMIGO(A)/FAMILIAR
4. ______ OTHER, SPECIFY________________________________
NOTE: SURVEY QUESTIONS TO CUSTOMER WILL USE “YOU” IN QUESTION IF RESPONDENT IS CUSTOMER. OTHERWISE, REFER TO CUSTOMER BY NAME AS MR.________ or MS. _________.
P1. ¿Cuántos viajes de ida mediante Handy Ride (por ejemplo, si hace un viaje redondo, eso se contaría como dos viajes) hace usted/hace NOMBRE en una semana típica? ______________ (99 = DK/REF)
P2. ¿Cuánto tiempo ha estado/NOMBRE ha estado usando Handy Ride?
1. MENOS DE TRES MESES
2. 3 A 6 MESES
3. 7 A 11 MESES
4. UN AÑO A 1.5 AÑOS
5. MÁS DE 1.5 AÑOS PERO MENOS DE 3 AÑOS
6. 3 AÑOS O MÁS
7. DK—DO NOT READ
P3. Cuando usted/NOMBRE usa Handy Ride, ¿cuál es el principal propósito común de su viaje/del viaje de NOMBRE?
1. HACIA EL / DESDE EL TRABAJO
2. HACIA LA / DESDE LA ESCUELA
3. HACIA LAS / DESDE LAS COMPRAS
4. HACIA LAS / DESDE LAS CITAS (P.EJ., MÉDICAS / DENTISTA, ETC.)
5. HACER MANDADOS/PAGAR CUENTAS
6. ENTRETENIMIENTO/CENAR
7. IGLESIA/TEMPLO/MEZQUITA/SINAGOGA
8. VISITAR AMIGOS / FAMILIARES
9. OTRO (POR FAVOR ESPECIFIQUE) ……….
10. DK—DO NOT READ
P4. ¿Cuándo fue su viaje/el viaje de NOMBRE más reciente usando Handy Ride?
1. Dentro de las últimas dos semanas
2. Hace más de 2 semanas pero más reciente que hace un mes
3. Hace uno a tres meses
4. Hace más de 3 meses (GO TO Q4a)
5. NO RECUERDA / NO LO SABE—DO NOT READ
Exhibit J.4 2024 Handy Ride Customer Survey (Spanish)
J-28
P4a. (IF Q4 = 4—IF OTHERWISE, GO TO Q5) ¿Por qué no ha usado Handy Ride en los últimos tres meses? — (PRESS FOR MORE DETAIL IF THE RESPONDENT SAYS, “JUST HAVEN’T NEEDED IT” OR SOMETHING
SIMILAR)
______________________________________________________________
P5. ¿Qué tan de acuerdo o en desacuerdo está usted/NOMBRE con esta declaración:
“Yo/NOMBRE dependo(e) totalmente de Handy Ride para todas mis/sus necesidades de transporte”?
1. MUY DE ACUERDO
2. DE ACUERDO
3. LIGERAMENTE DE ACUERDO
4. LIGERAMENTE EN DESACUERDO
5. EN DESACUERDO
6. MUY EN DESACUERDO
7. DON'T KNOW –DO NOT READ
P6. ¿Usted/NOMBRE planea hacer más o menos viajes por semana en Handy Ride en los siguientes tres meses?
1. MÁS VIAJES
2. MENOS VIAJES
3. LOS MISMOS—SIN CAMBIO
4. NO USARÁ HANDY RIDE
P6a. (IF Q6 NOT = 1 ---IF Q6= 1, GO TO Q7). Por favor explique por qué usted/NOMBRE planea no usar Handy Ride más de lo que lo hace ahora. ________________________________________________
P7. Con base su experiencia/la experiencia de NOMBRE como pasajero, y en una escala del 1 al 6, siendo 1 MUY SATISFECHO, 2 SATISFECHO, 3 LIGERAMENTE SATISFECHO, 4 LIGERAMENTE INSATISFECHO, 5 INSATISFECHO Y 6 siendo MUY INSATISFECHO, ¿qué tan satisfecho o insatisfecho está usted/NOMBRE con que Handy Ride lo lleve/lleve a NOMBRE a casa o a su destino/el destino de NOMBRE a tiempo? Nuevamente, 1 es MUY SATISFECHO y 6 es MUY INSATISFECHO __________
(7= DON’T KNOW—DO NOT READ)
J-29
P8a-p. Ahora le pediré a usted/NOMBRE que califique una serie de otras características de Handy Ride que usted/NOMBRE posiblemente haya experimentado como cliente de Handy Ride. Usaremos la misma escala del 1 al 6, otra vez en la que 1 es MUY SATISFECHO y 6 es MUY INSATISFECHO
Característica 1 2 3 4 5 6
7= No
sabe
Do Not
Read
a. ¿Servicio de recogidas programadas de Handy
Ride? (Dentro de 30 minutos después de su hora
de recogida programada)
b. Limpieza dentro de los vehículos de Handy Ride
c. Cortesía de los conductores
d. Habilidades de manejo de los conductores
e. Conciencia de seguridad de tráfico de los
conductores
f. La comodidad general de los viajes
g. Precisión del personal de reservaciones de
Handy Ryde (p.ej., si toman la hora y ubicación
correctas)
h. Cortesía del personal de reservaciones de Handy
Ride
i. Horas de reservación de lunes a domingo de “8
AM a 5 PM” de Handy Ride
j. Política de reservación de Handy Ride en la que
puede reservar su viaje 1 o 2 días antes de su
viaje
k. Horas de servicio de Handy Ride
l. Área de servicio de Handy Ride
m. Valor proporcionado por Handy Ride por la
tarifa/precio pagado
n. Ubicaciones y métodos de pago para comprar
pases
J-30
o. Disponibilidad de información sobre Handy Ride
proporcionada por FAX
p. Servicio general proporcionado por Handy Ride
de FAX
P9a-b. Usted/NOMBRE puede haber considerado varios factores cuando pensaba en su nivel/el nivel de NOMBRE de satisfacción con el servicio de Handy Ride. ¿Cuáles serían los dos factores más importantes que afectan su nivel/el nivel de NOMBRE de satisfacción?
DO NOT READ—CODE USING THE FOLLOWING SCHEMA
1. SEGURIDAD EN EL TRÁFICO
2. HABILIDADES DE MANEJO DE LOS CONDUCTORES
3. SERVICIO AL CLIENTE DE LOS CONDUCTORES
4. PRECISIÓN DEL PERSONAL DE RESERVACIONES
5. SERVICIO AL CLIENTE DEL PERSONAL DE RESERVACIONES
6. CUÁNTO TIEMPO TARDA EL VIAJE
7. RECOGIDAS A TIEMPO
8. TIEMPO DE ESPERA PARA RECOGIDAS
9. LIMPIEZA DENTRO DEL VEHÍCULO
10. TARIFA/PRECIO RAZONABLE de PASE MENSUAL
11. HORAS DE RESERVACIONES DE HANDY RIDE
12. HORAS DE OPERACIÓN / SERVICIO DE HANDY RIDE
13. QUÉ CAN CIVILIZADOS o CORTESES son los OTROS PASAJEROS EN EL VEHÍCULO
14. NIVEL DE COMODIDAD del VIAJE
15. TIPO DE VEHÍCULO USADO - AUTOBÚS, SEDÁN
20. OTRO, por favor especifique___________________________
25. DON'T KNOW—DO NOT READ
P10. ¿Alguna vez ha usado Handy Ride para un viaje médico?
1. Sí
2. No (Go to Q14)
P11. ¿Alguna vez usted/NOMBRE ha esperado más de 90 minutos (por un servicio de recogida de Handy Ride)?
1. SÍ, EN TRES O MÁS OCASIONES
2. SÍ, UNA O DOS VECES
3. NO, NUNCA
4. DON'T KNOW / CAN'T RECALL—DO NOT READ
J-31
P12. ¿De cuánto tiempo fue su espera/la espera de NOMBRE más larga desde el momento de su llamada para que llegara su servicio de recogida de Handy Ride? ____________ mins. (999 = DON’T KNOW—DO NOT READ)
P13. ¿Qué tan larga ha sido su espera/la espera de NOMBRE típica para que llegue un servicio de recogida?________ (999 = DK—DO NOT READ) mins.
P14. ¿Alguna vez usted/NOMBRE ha esperado más de 30 minutos para que llegue un servicio de recogida programado de Handy Ride?
1. SÍ, EN TRES O MÁS OCASIONES
2. SÍ, UNA O DOS VECES
3. NO, NUNCA
4. DON'T KNOW / CAN'T RECALL
P15. ¿Cuál ha sido su tiempo/el tiempo de espera más largo de NOMBRE para su servicio de recogida programado? _________ (999=DK—DO NOT READ) mins.
P16. ¿Cuál ha sido la duración típica de sus viajes/los viajes de NOMBRE tanto de ida como de vuelta (p.ej., el tiempo que está abordo del un vehículo de Handy Ride; no el tiempo de espera)? ___________ (999 = DK—DO NOT READ) mins
P17. ¿Usted/NOMBRE usualmente permite una ventana de 2 horas entre su hora/la hora de NOMBRE del servicio de recogida solicitado y la hora de su cita/la hora de la cita de NOMBRE (p.ej., la hora en la que usted/NOMBRE necesita estar en un lugar en particular)?
1. SÍ, SIEMPRE 2 HORAS
2. SÍ, A VECES
3. NO, USUALMENTE PERMITO UNA VENTANA DE 1 HORA
4. OTHER (PLEASE SPECIFY) _______
P18. ¿Usted/NOMBRE se ha encontrado en ocasiones en las que Handy Ride llega para recogerlo/recoger a NOMBRE antes de lo que usted/NOMBRE anticipaba?
1. SÍ
2. NO, NUNCA (GO TO Q19)
3. DON'T KNOW / CAN'T RECALL (GO TO Q19)
P18A. (If Q18 = Yes). ¿Cuántas veces en el pasado estimaría que Handy Ride llegó antes de lo que usted/NOMBRE anticipaba? _______________
J-32
P19. ¿Cómo paga normalmente usted/NOMBRE su tarifa?
1. Efectivo
2. Pase de Handy Ride
3. DK/Refused—DO NOT READ
P20. ¿Usted/NOMBRE ocasionalmente viaja en un autobús de ruta fija FAX?
1. SÍ
2. NO---(GO TO 23b)
3. DK [DO NOT READ]
ACOSO
HARASSMENT
Las siguientes preguntas son sobre sus experiencias usando el sistema de Handy Ride durante el último año.
Piense en todas las partes de un viaje de tránsito, tanto estando abordo como mientras espera en las paradas de recogida de Handy Ride.
21a-b. ¿Qué tan a menudo, si acaso, ha experimentado personalmente algo de lo que se expone a continuación o ha atestiguado que le pase a otros mientras usaba FAX en el año pasado? Por favor marque UNA casilla aplicable en cada fila que sea su mejor respuesta para la parte A (Me pasó a mí) y también UNA casilla aplicable en cada fila que sea su mejor respuesta para la parte B (Visto o escuchado que le pasó a alguien más)
Parte A: Me pasó a mí Parte B: Visto o escuchado que le pasó a alguien más
Frecuenteme
nte
A veces Nunca Frecuentem
ente
A
veces
Nunca
1. Comentarios, sonidos o gestos
hostiles
2. Seguir o acosar
3. Propiedad personal dañada o
robada
4. Empujar, escupir u otra agresión
física
5. Lenguaje o conducta sexual no
deseada
QUESTIONS 22 THRU 25 CAN BE SKIPPED IF RESPONDENT DOESN'T REPORT ANY HARASSMENT
22. ¿Dónde ocurrieron estos incidentes?
1.____En las paradas de recogida
2.____A bordo
3. ____Ambos
J-33
23. Cuando ocurrieron estos incidentes, ¿reportó oficialmente alguno de ellos? (marque todo lo que aplique)
1.____No reportó ninguno
2.____Reportó a FAX (en persona, en línea, por teléfono, mediante redes sociales, etc.)
3.____Reportó a la policía/cuerpos policiales
24. Cuando ocurrieron estos incidentes, ¿usted o la víctima fue el objetivo principalmente por …..? (marque todo lo que aplique)
1.____Edad
2.____Discapacidad
3.____Género/expresión de género
4.____Ingresos
5.____Idioma hablado
6.____Obesidad
7.____Raza o etnia
8.____Religión
9.____Orientación sexual
10.____Nada de lo anterior/no lo sabe
25. ¿Cuál de las siguientes precauciones de seguridad, si acaso, toma cuando usa FAX para evitar ser acosado(a)?
(marque todo lo que aplique)
1.____No viajar de noche
2.____Evitar ciertas rutas
3.____No viajar solo(a)
4.____Cargar espray de autodefensa u otro dispositivo de protección personal
5.____No tomo ninguna medida de precaución cuando uso FAX
26. Cuando usa Handy Ride, ¿qué tan a menudo se siente a salvo de acoso, incluyendo daño físico, lenguaje abusivo y/o conducta sexual inapropiada….?
26a. ….a bordo de vehículos de Handy Ride
Siempre Nunca
26b. ….En ubicaciones de recogida de Handy Ride
Siempre Nunca
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DEMOGRAPHICS
Para asegurarnos de que estamos hablando con una amplia variedad de los clientes de Handy Ride, me gustaría hacerle algunas preguntas más. Primero, …
MILITARY / VETERAN STATUS. ¿Es usted militar en servicio activo, reservista o veterano de los Estados Unidos?
1. ____ Sí, militar
2. ____ Sí, reservista
3. ____ Sí, veterano
4. ____ No
WORK. ¿Cuál es su estado laboral?
1. ____Empleado(a) de tiempo completo
2. ____Empleado(a) de tiempo parcial
3. ____Autoempleado(a)
4. ____Estudiante y empleado(a)
5. ____Estudiante y no empleado(a)
6. ____Ama(o) de casa
7. ____Retirado(a)
8. ____Desempleado(a)
9. ____Discapacitado(a) y no puede trabajar
10. ____Refused (DO NOT READ)
EDUC. ¿Cuál es el último grado en la escuela que completó?
1. ____Menor a educación de 8vo grado
2. ____Algo de preparatoria
3. ____Graduado de preparatoria
4. ____Escuela vocacional/técnica
5. ____Graduado universitario
6. ____Educación de postgrado
7. ____DK/Refused (DO NOT READ)
ETHNICITY. ¿Cuál de las siguientes opciones describe más cercanamente su origen étnico? (CHECK ONLY ONE)
1. ____Hispano
2. ____Blanco/Caucásico
3. ____Afroamericano/Negro
4. ____Asiático/Asiático del Sudeste (GO TO Eth-4a)
5. ____Indio Americano
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6. ____Isleño del Pacífico
7. ____Ciudadano de Medio Oriente
8. ____Etnias mixtas (Go to Eth 8a)
9. ____Otro
10. ____DK/Refused (DO NOT READ)
ETH 4a (Si se marcó 4 arriba)
¿Usted es….?
1. Hmong
2. Indio Asiático
3. Indio distinto a de la India
4. Asiático del Sudeste distinto a Hmong
5. Filipino
6. Chino distinto a Hmong
7. Japonés
8. Coreano
9. Otro
ETH 8a (Si se marcó 8 arriba)
¿Usted es…?
1. Hispano y Blanco
2. Hispano y Negro
3. Hispano y Asiático
4. Blanco y Negro
5. Blanco y Asiático
6. Otra Mezcla
GENDER.
1. ___Masculino
2. ___Femenino
3. ___No binario
4. ___Transgénero
5. ___Otro
6. ___DK/Refused (Do Not Read)
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AGE. ¿En qué año nació? _____________ (0000____DK/Refused -- DO NOT READ)
HOUSEHOLD SIZE: Incluyéndose, ¿cuántas personas viven en su hogar de tiempo completo? _______________
INCOME. ¿Cuál de las siguientes categorías describe mejor el ingreso total del hogar en 2021, antes de impuestos?
1. ____Menos de $10,000 al año
2. ____$10,000 a $19,999 al año
3. ____$20,000 a $29,999 al año
4. ____$30,000 a $39,999 al año
5. ____$40,000 a $49,999 al año
6. ____$50,000 a $74,999 al año
7. ____ $75,000 a $99,999 al año
8. ____ $100,000 o más al año
9. ____ Do not know/Refused (Do Not Read)
ZIP CODE OF PRIMARY RESIDENCE _____________
LEP:
¿Usted se considera o no se considera a sí mismo limitado en el idioma inglés?
1. Sí, me considero limitado en mi uso del inglés
2. No, no me considero limitado en mi uso del inglés
3. No sabe/se negó a responder
LANGUAGE ¿Cuál es el principal idioma hablado en su hogar?
1. ____Inglés
2. ____Español o Criollo Español
3. ____Hmong
4. ____Punyabí
5. ____Otra lengua índica (indoaria)
6. ____Laosiano
7. ____Mon-jemer, Camboyano
8. ____Chino
9. ____Árabe
10. ____Vietnamita
11. ____Armenio
12. ____Tagalog
13. ____Otro
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APPENDIX K
Notification of Public Rights
Fresno Area Express Title VI Plan