The Wave - Nantucket Regional Transit Authority, The Nantucket Shuttle

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NRTA PERFORMANCE MEASURES

2016 Performance Measures (PDF)

2015 Performance Measures (PDF)

2014 Performance Measures:

Operations Metrics

Fixed Route Ridership
Standard: 261,292 - Goal: 268,327
5 Year Trend
Fixed Route Ridership
Demand Response Ridership
Standard: 9,454.6 - Goal: 9,500
5 Year TrendDemand Response Ridership
Fixed Route Cost/Passenger 
Standard: $4.37 - Goal: $4.35
5 Year Trend
Fixed Route Cost
Demand Response Cost/Passenger
Standard: $28.52 - Goal: $28.00
5 Year Trend
Demand Response Cost

Fixed Route On Time Performance
Standard: N/A - Goal: 100% All Routes and System Wide

Monthly Trend:
May  June

July  August

Sept  Oct

Season

 

Demand Response On Time Performance
Standard: 94% - Goal: 96%
Quarterly Trend: Demand Response Quarterly Trent On Time

Fixed Route Cost/Passenger Demand Response Cost/Passenger
Standard: $4.97 - Goal: $4.85
5 Year Trend
Fixed Cost
Standard: $26.91 - Goal: $26.00
 
Demand Cost

Safety Metrics

Fixed Route Safety Data - Reportable Incidents
Standard: 0 - Goal: 0
5 Year Trend:
FY10: 0
FY11: 0
FY12: 0
FY13: 1
FY14: 0

Demand Response Safety Data - Reportable Incidents
Standard: 0 - Goal: 0
5 Year Trend:
FY10: 0
FY11: 0
FY12: 0
FY13: 0
FY14: 0

Fixed Route Safety Data – Injuries
Standard: - Goal: 0
5 Year Trend
FY10:  0
FY11:  0
FY12:  0
FY13:  1
FY14:  0

Demand Response Safety Data – Injuries
Standard:  0 - Goal:  0
5 Year Trend
FY10:  0
FY11:  0
FY12:  0
FY13:  0
FY14:  0

Maintenance Metrics

Preventative Maintenance Schedule    
Fixed Route      Demand Response  
Standard: 100%  Goal: 100% Standard:  100% Goal: 100%
FY11: 100%
FY12: 100%
FY13: 100%
FY14: 100%
  FY11:100%
FY12: 100%
FY13: 100%
FY14: 100%
 
Inventory Valuation      
Fixed Route        Demand Response  
FY11 Fuel: monthly 
FY11: Parts Inventory: monthly
FY11: Tires: monthly
FY12 Fuel: monthly
FY12: Parts Inventory: monthly
FY12: Tires: monthly
FY13 Fuel: monthly
FY13: Parts Inventory: monthly
FY13: Tires: monthly
FY14 Fuel: monthly
FY14: Parts Inventory: monthly
FY14: Tires: monthly
FY11 Tires: monthly
FY12 Tires: monthly
FY13: Tires: monthly
Do not stock parts or fuel
 
Maintenance Cost/Revenue Mile  
Fixed Route
Standard: $4.72 - Goal: $4.70
5 Year Trend:
Maintenance
Demand Response
Standard: $2.80 - Goal: $2.75
5 Year Trend:
Maintenance
General Administration Metrics  
Budget to Actual
Budget
Audit Delivery
Audit

Customer Service Metrics

 
Valid Complaints/Season
Fixed Route
Standard: 8 - Goal: 7
5 Year Trend
Complaints
Valid Complaints/Season
Demand Response
Standard: 4 - Goal: 0
5 Year Trend: 0

Fixed Route Customer Satisfaction Survey – August 2012

Survey Results

Overall, the public is very pleased with all aspects of the bus service.  Rankings from all survey groups were very positive for every issue listed.  Across the board, the highest percentages were in the "Very Satisfied" or "Satisfied".  There were very few "Dissatisfied" rankings overall.

Survey

Year Round Residents

95 responses Very Satisfied Satisfied Dissatisfied
Courtesy of bus driver 57% 43% 0%
92 responses Very Satisfied Satisfied Dissatisfied
Bus operator's knowledge 53% 47% 0%
89 responses Very Satisfied Satisfied Dissatisfied
Bus schedule reliability 56% 42% 2%
94 responses Very Satisfied Satisfied Dissatisfied
Cleanliness/maintenance 58% 40% 2%
93 responses Very Satisfied Satisfied Dissatisfied
Comfort level of buses 48% 41% 11%
96 responses Very Satisfied Satisfied Dissatisfied
Overall safety 57% 37% 6%

Seasonal Residents:

128 responses Very Satisfied Satisfied Dissatisfied
Courtesy of bus driver 56% 41% 3%
123 responses Very Satisfied Satisfied Dissatisfied
Bus operator's knowlege 62% 36% 2%
124 responses Very Satisfied Satisfied Dissatisfied
Bus schedule reliability 65% 30% 5%
125 responses Very Satisfied Satisfied Dissatisfied
Cleanliness/maintenance 63% 35% 2%
121 responses Very Satisfied Satisfied Dissatisfied
Comfort level of buses 55% 41% 4%
121 responses Very Satisfied Satisfied Dissatisfied
Overall safty 57% 40% 3%

Daily Visitors

37 responses Very Satisfied Satisfied Dissatisfied
Courtesy of bus driver 57% 38% 5%
34 responses Very Satisfied Satisfied Dissatisfied
Bus operator's knowledge 53% 47% 0%
35 responses Very Satisfied Satisfied Dissatisfied
Bus schedule reliability 49% 51% 0%
37 responses Very Satisfied Satisfied Dissatisfied
Cleanliness/maintenance 57% 43% 0%
36 responses Very Satisfied Satisfied Dissatisfied
Comfort level of buses 44% 56% 0%
36 responses Very Satisfied Satisfied Dissatisfied
Overall safety 53% 47% 0%

Weekly Visitors

89 responses Very Satisfied Satisfied Dissatisfied
Courtesy of bus driver 65% 34% 1%
83 responses Very Satisfied Satisfied Dissatisfied
Bus operator's knowledge 65% 34% 1%
90 responses Very Satisfied Satisfied Dissatisfied
Bus schedule reliability 69% 33% 1%
91 responses Very Satisfied Satisfied Dissatisfied
Cleanliness/maintenance 74% 26% 0%
90 responses Very Satisfied Satisfied Dissatisfied
Comfort level of buses 60% 39% 1%
90 responses Very Satisfied Satisfied Dissatisfied
Overal safety 62% 37% 1%

Other

24 responses Very Satisfied Satisfied Dissatisfied
Courtesy of bus driver 67% 33% 0%
22 responses Very Satisfied Satisfied Dissatisfied
Bus operator's knowledge 59% 33% 0%
24 responses Very Satisfied Satisfied Dissatisfied
Bus schedule reliability 63% 29% 8%
24 responses Very Satisfied Satisfied Dissatisfied
Cleanliness/maintenance 67% 33% 0%
24 responses Very Satisfied Satisfied Dissatisfied
Comfort level of buses 63% 21% 12%
23 responses Very Satisfied Satisfied Dissatisfied
Overall Safety 61% 39% 0%
The Wave • Nantucket Regional Transit Authority • 20-R S. Water Street • Nantucket, MA 02554 • 508.228.7025