The Barrier Free Memphis Society
				MATAplus.com
				The REAL Rider's Guide
				Letters of Betty Anderson BFMS President

MATAplus
Consumer Survey

June 9, 1999

Abstract

The 1999 Barrier Free Memphis Society Consumer Survey reported a total of 183 trips on MATAplus. Only twice was a respondent stranded with no ride. The survey related 32 trips outside the 30 minute pick-up window or that nearly one in five trips (18%) were late. Ten appointments were reported to be exactly thirty minutes after the scheduled time (6%), thus not late. The average wait, when the bus is late, is 15 minutes.

Purpose:

To appraise the on-time performance of the Memphis paratransit system.

Method:

Eight riders were asked to keep a journal of their reservation time, and the actual time of their ride from May 3, through May 31.

Sample size and response rate:

Of the eight riders, seven returned their journal. Those seven respondents reported taking 183 trips on the paratransit system.

Findings:

MATAplus On-Time Performance is 83%

The average wait time following the scheduled time is 18 minutes

Summary:

The Barrier Free Memphis Society (BFMS) is working for total accessibility for all the citizens of our community. BFMS is composed of Memphians that are dedicated to:

• Eliminating architectural barriers imposed on a large segment of the population (elderly citizens and small children, deaf and hearing impaired, blind and visually impaired and mobility impaired citizens).

• Explaining the benefits of full accessibility.

• Increasing public awareness through education about accessibility laws and standards.

• Providing sensitivity training for government and business organizations.

The Barrier Free Memphis Society decided to limit their yearly survey to the on-time performance of MATAplus. The final group of respondents was selected from known MATAplus riders. Eight respondents were chosen for the sample size. The survey technique was explained to all respondents and they were mailed a written explanation. One respondent did not keep up on the journal and was eliminated from the final tally.

Names of the respondents are kept confidential.

Each respondent was asked to record the time MATA scheduled for the respondents pick-up and return trips. The respondents were also asked to register the time the bus arrived for pick-up and return trips.

The time the bus arrived after the scheduled time was entered for each day paratransit service was provided. A zero was entered for each day the bus was on time or early.

Dividing the total number of rides by the total minutes MATAplus is late gives an average of the time a person must wait when their bus is not on time. The survey found the average wait for a late bus is 16 minutes.

MATA reports that the "on-time performance" of the paratransit system is generally over 90 percent. In March of this year MATA said the on-time performance was 95 percent. On-time performance is determined by dividing the number of trips with a pick-up time of more than thirty minutes by the total number of trips provided.

The BFMS survey found 32 rides were more than thirty minutes late, and additionally 10 more were precisely thirty minutes late. The survey found that MATA's on-time performance is 82.5 percent. Six percent are on the borderline of the thirty-minute window, they were not considered to be late.

Recommendations

Customer Service:

The 1998 BFMS Consumer survey recommended that MATA record, track and report to the users of the system. The Barrier Free Memphis Society is pleased that MATA has taken the suggestion. It is clear, however, that the report that MATA makes to the Board of Commissioners and the STAC committee does not have the confidence of the people served.

The Barrier Free Memphis Society recommends that MATA pursue some type of independent verification of the on-time service performance of the paratransit system.

Again this year, BFMS asks that MATA pay close attention to the concerns of the consumers. The complaint process is in place and can be an effective tool to correct problems and pacify user hatred, but MATA must follow their own procedure.

MATA urgently needs a consumer guide to the paratransit system.

MATA would benefit from a travel training program to move paratransit riders to the fixed-route system. We recommend that MATA seek funding for such a program and promote half-fare on the fixed-route by showing a valid paratransit card, as soon as possible.

ADA Compliance:

MATA must peruse the goals of the 1990 Americans with Disabilities Act. The Barrier Free Memphis Society has the following recommendations to better observe our communities civil rights.

• Make paratransit a priority of MATA.

• ADA training for paratransit staff.

• Encourage the Board of Commissioners to include a MATAplus rider.

• Promote MATAplus service to the population of Memphis. Promise the citizens of Memphis a quality run paratransit system and encourage ridership.

Conclusion:

MATAplus service is not comparable to the fixed-route. One in five trips being significantly late would not be accepted by the ridership of MATA's fixed-route transit system.

The Barrier Free Memphis Society will work with MATA to continue the effort of improvement.

• 1998 Survey of Memphis Paratransit
• Memphis Paratransit FACT SHEET

The Memphis Center for Independent Living
1633 Madison Avenue, Memphis, TN 38104
(901) 726-6404 v/tty (901) 726-6521 fax
mcil@mcil.org 

MCIL is a United Way of the Mid-South member Agency

Return to the top of this page

MCIL would like feedback on the accessibility of this website.  Please send your comments and concerns to webmaster@mcil.org

© 2006 Tim Wheat