Rolling Stock and Station Environments Evaluations

Abt SRBI conducted the important LIRR 3C's Study measuring the effectiveness of programs focused on improving customer experiences related to Cleanliness, Comfort, and Courtesy. This study was comprised of a qualitative phase that explored customer expectations and their application of ratings when assessing cleanliness. Customers were recruited and walked through a series of staged cars depicting various levels of cleanliness that are typically found in service. Input from this phase was used in the development and execution of a follow up self-administered survey conducted on-board peak trains throughout the LIRR system.

In 1993, SRBI conducted a large qualitative study for the NYC Transit and the MTA on two new technology subway trains. In this 16 focus group study, passengers and employees evaluated two working prototype trains: the Bombardier and the Kawasaki. The focus groups were conducted inside the trains at the Herald Square subway station.

As a follow up, SRBI recently completed an evaluation of the interior design and layout of the R143 subway car, the car that will be ordered to replace current rolling stock on New York City Transit's B-Division. For this study, 400 B-Division customers were recruited in-system and invited to participate in a walkthrough of a full-size mock up subway car. A total of five 90-minute group sessions were conducted to evaluate the car under typical loading conditions. An additional focus group was held with disabled customers.

In 1996, SRBI conducted the post-assessment phase of the Three Station Environment Study. This project was designed to measure users' perceptions of significant infrastructure improvements made to three subway stations. In the first step, a number of qualitative sessions were held beginning with a walkthrough of the station and ending at a focus group facility to discuss the experience and perceptions. This was followed up with a telephone survey. In each case, participants were recruited or targeted to identify regular users or nearby resident non-users of the specific station.