We asked how you usually pay your muni fare. We broke it more than we had in past years. In the past we just had clipper as one groupings. In 2017 we broke it out between the pass and monthly pass. Adding those two you have 56 . One thing to call on the slide is cash at 27 . When you compare that sto 2016 its down slightly. It was at 29 last year. 27 . Not a big difference there in terms of the different types of fare payment as well as the rest of the options there. We also asked among riders who used cash as their primary method why. Far and away its do you prefer to pay cash as i ride. Over 50 said that. Theres actionable things on the list and things more difficult. The first one is tough. I just prefer to pay cash. You look at the others, Cash Transfer say better value. Dont have access to a card. Theres other reasons where you may take action on that. The first ones a tough one. And we did a tracking study thats been going on many years now. This particular question i think was added six, seven years ago. The yes percentage is down. It was 62 in 2015 and 67 in 2017. Thats a significant reason. One could have to do with staff consolidation and things munis doing. Its still a large majority. Close to 60 but it has dropped. We see those over 65 are less likely to ride. So less than a majority. Significantly less. The other rider group thats much less likely to agree with the question as far as walking is those who indicate a disability. In that case its just about a third. 34 will say yes to the question and 56 say no. And the real value of the study is looking at where things have changed. So and the key question is overall satisfaction. How would you rate munis service would you say excellent, good, only fair or poor . Here if you add the excellent and good together which is pretty common in research, 70 say excellent or good. The other side of that, only fair or poor is 29 . So the 70 is a very strong number. Thats in terms of a positive satisfaction rating. Comparing that to years looking at it at 2016 the 70 that are satisfied adding the excellent or good is the same as what was achieved in 2016 so that number is consistent with 2016. You have 8 that said poor versus 5 in 2016. Thats something to watch. Is it a large difference, no. Its 3 and well look at how things look at the bottom end. Theres a higher share 8 versus previous years. The tracking ive been talking about. With those its going back to 2001, the same question, overall satisfaction question. The 70 achieved in 2017 looking at that versus 70 , also achieved in 2016. Okay. So when i say the numbers are strong if you look at the trim chart you can see going back to 2010 its been a steady increase in the overall satisfaction through 2016 and then this year its still at the 70 . Its still an alltime high since weve been looking at this. Again i dont want to over emphasize the negative because its a positive message but its something to keep an eye on. This is the same question the overall satisfaction question broken out by different groups, folks, riders who participated in the survey. So when usage of muni looking at the first column there shows the excelle excellent good percentage in how often people ride. The regular riders, 67 excellent or good and the people who ride less often than five days a week. In that particular one you see regular riders are not quite as satisfied as people who dont ride as often. This is not a surprise. Do a lot of transit research. And customer surveys on many transit systems and its not a surprise youre regular riders arent less satisfied. You dont want it to be a big difference but those are the folks who see your system maybe a lot and the knicks and nicks and bumps more closely. The next is by service line type. Were seeing a big difference there. The first two rows are regular bus lines and rapid bus lines. Theyre at 76 excellent or good. To the rapid rail line, 60 . Theres a big difference. Theres potential reasons. One is just in terms of the busses youre getting a lot in terms of what theyre seeing versus rail which they are coming through you have different types of riders who use the service. Looking at for example, income level among rapid rail lines, they are have a higher income when you compare those to bus riders including the rapid bus riders. So their options or choices they have more choices and so that also can come to play in terms of difference theres but thats a pretty big difference. Theyre still 60 . Theyre still rating the service relatively highly but not at the same level. Disability or condition impacting travel. The individuals who indicated that theyre pretty close to pretty on par with your regular users. Theyre at 73 versus 70 excellent or good. 10 poor versus 8 for regular users. Continuing this is still the same question broken out by income level. I tink the interest on this particular one is very clearly if you look at those whose income is less than 75,000 theyre more satisfied. You go over 75,000, theyre not as satisfied. Perhaps not a big surprise but its almost linear. So theres a difference there. Part may have to do with choice. The question was on the service theyd most look to see improved and we coded it into categories. More frequent service, better ontime performance and overcrowding were the three top ones that came up when we asked people to tell us in their own words. We asked very specific aspects of muni. We had people rate those and thats coming up on the next slides. This was asking to give it in their own words versus rating attributes. The rating of specific muni attributes. We asked each respondent and asked them to rate it using an excellent, good, only fair or poor scale. The first comes up with a percentage. A couple items to point out on this one. The top two, accessibility for persons with disabilities and driver helpfulness achieving 70 or higher excellent or good rating are the top two coming up. I think a few things in terms of differences between previous years, one is the feeling safe and secure from crime on many vehicles. Thats a 60 excellent or good in 2017. Thats a bump up from 2016 when it was at 55 . Other item to point out is the bottom of the list on vehicle cleanliness. The 51 is the same of last year but in 2015 it was at 43 in 2015. So theres still room for improvement but there was a jump there and the 51 has remained at this point. Two more to point out. The last one, managing crowding on muni vehicles is also seeing a steady increase in terms of satisfaction. Its 39 . Youre not hitting it out of the ballpark but you look at 32 in 2015 and 39 is the direction you want to be moving. Then let me circle back to the top of the list to point out again the operator driver helpfulness. Thats over 70 . I think that deserves mentioning again. The 70 is a high percentage. I think when we present these often were presenting the negative and positive. I think it needs to be called out and made a point theyve achieved the 71 in 2016 and got it again in 2017. The next chart let me explain. These are the same attributes from the previous chart for the previous year. The purpose of this chart is to take each attributes and see how much they coral ace with riders overall satisfaction. As you move upward on the chart it indicates those are the attributes with the highest correlation with overall satisfaction. What i mean by correlation, if you make improvements on those higher up on the chart youll probably see an impact in overall satisfaction. If you see a drop in reliable, frequency of currency, if things start to go down on those in your study and other transportation surveys we do those are the ones that have the highest correlation on overall satisfaction and how happy riders are overall. It doesnt mean the other arent important. Each are important and they have value. Take managing crowding on a muni vehicle. That was the one at the bottom of the list, 39 . It did not rate well. If you look at the previous slide and say its rating the worst it wouldnt be a bad thing but wont have as big an impact as the top three. We did have other questions that werent related to satisfaction one is the responsibilities. Its how familiar are you with the sfmta and responsibilities. We included this on the last four surveys. Its been flat up to now. Its at 51 , 51 , 51 between 2014 and 2016 and it did increase in 2017. You are seeing an increase in terms of your awareness. This is among riders. Its still just over 55 . If youre providing information to potential riders or riders its important to know they have to know who you are and you have to educate them or a fairly high share may not know who you are. We also asked questions about alternatives to muni. So think about your last muni trip if it was not available for the trip how would you have gotten where you needed to go. The biggest alternative that is most likely to be chosen is used ride hailing services. 34 said thats my first option. The others are driving at 17 or walking at 17 . The ride hailing is up is an increase from 2015. When asked whats the main reason you would use uber or lyft rather than muni. One is really the top three have to do with speed and direct service. Those are the key reasons far and away. Its fast and goes direct to my destination. I dont want to wait. Doortodoor services and theres others but in terms of the top ones they have to do with that theme. The last slide was an asked of a different group. This represents those who havent used it in the past six months and asked whats the main reason you dont ride muni more. This slide represent whats people told us. We took down their responses and coded them into different categories. The commute travel out of the city is a tough one and other ones such as muni trips take too long, rules, dont want to be held to a schedule that are actionable in terms of riders who dont currently use muni. That concludes the presentation. Thank you very much. Director thank you. Very much. That was a good director i said to director borden the last slide is a result of her question last year why people arent riding muni. As a result, director borden do you have a question . I think were seeing a strong rate increase of regular users and people who use it at all. Often thats a protection out there among people who dont use a service that its terrible and the people who use it regularly gets it where they need to go and highlights the imperative to speed up transit and weve been moving in a direction and i believe it val dates the efforts weve been making and kudos to the team making it happen. Thats great. I think whats interesting is i dont know id be interested to find out how theres a confusion to a monthly pass and card and now that theyre make more for cash payers. I think theres work to be done with higher income individuals because theyre payers into the system around how the system function and the satisfaction. People with more wealth have more options which is the reason they can opt out of the system and sometimes have Higher Standards of what they expect because they can compare a Public Service to that of private service and well never be the same as a private service. In general its a great report and im glad we do this consistently every year and look at the metrics. One question i have is about the fair payment method. The 2 and maybe this is for staff, is that muni mobile . The 2 other category . I can see what the break out is on that. I think it could be interesting to convert the percentage that would prefer to pay as you go into muni mobile because essentially thats what that is. It represents muni mobile 1. 4 . And the other category is 2. 4 and the last is i dont pay. A small percentage. But theyre honest on the phone. Director in terms of message from muni mobile. Were seeing paying as you go is the method for paying cash and we havent been using the messages of ease of payment so thats something ill take back to my team as we roll out new communications it will be front and center. Director torres. We hear bart loses almost 20 million from people we dont pay and we lose 10 million of people who dont pay . I dont know the percentage but i know there was a fair payment study done at some point. What are we doing about devising ways to collect that money because thats a substantial amount . I dont know the dollar amount. We have a fair evasion rate of 3 and 4 which is quite low for comparable transit agencies but for us its an important part of the operating budget. We have a proof of payment fair Inspection Program we have 38 fare inspectors who randomly ask passengers to demonstrate they have a valid pay clipper car or transfer or proof they paid. Its tough to enforce but we have enforcement. Director do we know among people who dont choose to pay, do we collect their income information . I know we have the programs for seniors and youth and lowincome individuals but not always do people enroll and it would be helpful to know if they evade the fare because they cant afford it or they feel like other people dont pay so they dont have to . Do we collect that data . We dont, no. It may be interesting. If cracking down on people who cant afford to pay is what were going to be doing im not a big fan on that but if its actually getting people who should be paying to pay, thats different. If we can collect information on that process maybe when they are filling out the ticket whats your income level or something. That would be helpful. Director sometimes people will scan several times and is there any way to prove the person attempted to scan the card . Ive had people i know that have been really upset because they got caught and they had actually thought their card swiped and it didnt. It wasnt like they purposefully tried to do it. Thats a frustrating experience for sure. I know the fare inspectors will community with the driver operator and the driver will know if the fare clipper tag isnt working so he or she can community that with the fare inspectors as they board the bus to prevent the citations from being issued. Director so theres no way it tags it as invalid . Director dr. Ramos. Thank you madam chair and for your report. Director gordon i understand our policy is we as farepaying customers need to be sure we have a proof of payment. If youre card isnt tagging, its your responsibility to make sure that maybe you go to a different much. What ive noticed is often times a machine will be broken on one end of the car and you as a farepaying customer should probably find another machine to tag it to demonstrate proof of payment. From about what i understand the proof of payment policy has demonstrated reduced and fare evasion and were winning in terms of saving time and saving money and its going to require cooperation and with respect to the presentation, i thought it was interesting you went after cashpaying customers versus those playing with clipper. Im wondering if theres a way we may be able to check on what your Response Rates were to that question and what we actually get like in our books and test the accuracy of either one. Yeah, there would be. I know there are other studies done on a larger scale. This study is primarily focussed on satisfaction and it pick up the other information. We would be able to look at it versus other studies. I dont know the numbers now but we can get back to you on that. Director it would be interesting to show if it was within the margin of error. One of the reasons we asked that question is not so much to track what your share of cash users are but make sure we are representing a wide share of users and able to look at satisfaction levels among cash users. Its a great point. Excellent. And im curious, did we have any opportunity to talk about the rationale on slide 8 on why people are less willing to walk if they know it will save them time . Its still high as you mentioned. Its still a decent percentage in willingness to walk but the drop in 5 with hypothesis was the changing of the stops and having an impact in a share of folks saying im already walking a couple blocks more now than a year and a half ago. Sometimes its late. Its not exactly this year. Now im not sure i want to walk longer. That may be a reason why it dropped. Well keep an eye on this one to see if its flat or where it goes. Excellent. Director its also important were mindful of the improvements we make to the pedestrian environment whether its safety or imply improving the physical environment for walking is not just something were doing because of a walking advocate asking for it but protecting customers. Our great secretary roberto boomer got back to me and i forgot about this, october 31, you wanted to update pe and we decreased evasion over the last five years. So its dropped from 19. 2 million to 17 million in evasion. Thats how much were losing. Thank you, mrs. Boomer. Director that you all. A couple observations around the fare evasion ill remember commander natella when she was in charge and i went on a ride along with the proof of payment directors and i remember the director telling me when they were sometimes so surprised with who the fare evaders were one day they did a bunch of emergency room doctors evading the fair coming back from lunch. It goes back to the previous discussion about bias and we cant assume that we know who is evading the fare or to your point, the reason theyre evading the fare. That was an interesting discussion. Im sorry vice chair heinicke is not theor because we focus on that and on slide 7 we can assume the 9 who say the Cash Transfer is a better value as the new fare box come on board and they get those that match the clipper or muni mobile thats 9 that will hopefully get them to realize it makes more sense to use muni mobile or clipper card. The cashfare cash fare is one we find interesting to watch and it goes back to the equity discussions we had. How do we get people to use clipper or use muni mobile if there are equity questions that were not sure we understand around that. Really interesting survey results. I know its easy for us to say we should have asked this and that and ooh wouldnt this be fascinate. But i dont think we appreciate how challenging and delicate to create these surveys to make a survey people are willing to answer and get you the data without getting bogged down in the weeds or distracting the situation. I appreciate that. I will say having presented at the board before, theres been some pretty good ideas that have come up. You cant fit everything in there but we have added questions in as result of questions that have come up in the Board Meeting so its a nice back and forth. Director and its good because your firm continues to do the survey. I imagine the experience you get around crafting it and dissecting the information is valuable to that and if i was asked on the survey would you be willing to walk further for a shorter ride since the two closest stops to me on the 5 and 21 have been removed id be one of those to say what . Thank you very much. Both of you for this and we will now move to Public Comment. Thank you. The clerk Herbert Wiener the only person to submit a speaker card on this matter. Herbert wiener. One question that wasnt really examined is ridership down. The riders were questioned but what about the general ridership . And why is ridershi