Measuring the Benefits of Intercity Passenger Rail: A Study
Measuring the Benefits of Intercity Passenger Rail: A Study
Measuring the Benefits of Intercity Passenger Rail: A Study
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surprisingly, is Oklahoma City-Fort Worth, <strong>the</strong> route endpoints. This city pair accounted for<br />
more than half <strong>of</strong> all passenger trips on <strong>the</strong> Heartland Flyer in FFY 2009.<br />
Table 3-5: Five Largest Heartland Flyer City Pairs by Ridership, FFY 2009<br />
City Pair Ridership % <strong>of</strong> Total<br />
Fort Worth-Oklahoma City 40,875 55.6<br />
Fort Worth-Norman 9,358 12.7<br />
Fort Worth-Ardmore 3,935 5.3<br />
Oklahoma City-Gainesville 3,292 4.5<br />
Fort Worth-Pauls Valley 2,586 3.5<br />
All O<strong>the</strong>r City Pairs 13,518 18.4<br />
Source: TTI Analysis <strong>of</strong> ridership data provided by ODOT<br />
Customer Satisfaction<br />
Amtrak measures customer satisfaction on all its routes using a scoring system known as<br />
<strong>the</strong> CSI, which stands for Customer Satisfaction Index. Amtrak measures CSI by using a mailbased<br />
customer survey that rates <strong>the</strong> service during a specific trip. Customers are asked to rate<br />
38 service elements on an 11-point scale (0 to 100 by 10). Table 3-6 presents CSI scores for <strong>the</strong><br />
Heartland Flyer and a comparison with o<strong>the</strong>r state-supported and short-distance routes for FFY<br />
2004 to FFY 2009.<br />
Table 3-6: Heartland Flyer CSI Scores, FFY 2004-2009<br />
Year (FFY)<br />
Average Overall CSI Score<br />
Heartland Flyer All Routes<br />
Percent Very Satisfied<br />
1 Heartland Flyer All Routes 1<br />
2004 91 83 93 78<br />
2005 90 83 89 78<br />
2006 88 83 87 79<br />
2007 86 84 83 79<br />
2008 92 86 91 83<br />
2009 94 88 94 85<br />
1 Composite group score for Amtrak State-Supported and Short-Distance Corridors<br />
Source: Amtrak<br />
In Table 3-6, <strong>the</strong> “Average Overall CSI Score” is <strong>the</strong> average CSI rating across all<br />
38 survey items and <strong>the</strong> “Percent Very Satisfied” is <strong>the</strong> percentage <strong>of</strong> responses that are “very<br />
satisfied,” defined as scores <strong>of</strong> 80, 90, or 100 on a survey item. Based on <strong>the</strong> Amtrak CSI<br />
measure, Heartland Flyer passengers are very satisfied with <strong>the</strong> level <strong>of</strong> service quality and o<strong>the</strong>r<br />
service elements on-board <strong>the</strong> train. Scores on <strong>the</strong> Heartland Flyer are consistently higher than<br />
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