Commuter Direct

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Brief powerpoint for Commuter Direct program page.

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Commuter Direct

  1. 1. CommuterDirect.com Had an Impact on Travel Behavior 22% of Individual Users SaidAsked of those Yes, 22 who made a CommuterDirect.com % change Had an Impact on Their No, 65% n = 118 Making a Change in Work Commutes DK, 10 Yes, 3 35% of Individual UsersAsked of those % 5% who made a Said CommuterDirect.com non –work No, 55 Had an Impact on Their change % Making a Change in n = 98 Non-Work Travel Q 22b Did any information, service or benefit you received from CommuterDirect.com influence you or assist you to make this change? Q 23a Did any information, service or benefit you received from CommuterDirect.com influence you or assist you to make this change? 1 Southeastern Institute of Research
  2. 2. Net Promoter Scores for CommuterDirect.com The Net Promoter Score is defined as : Percent of Promoters less Percent of detractors (somewhat/very likely to (somewhat/very unlikely to recommend) recommend) CommuterDirect.comCorporate Users 96% Individual Users 82%• USAA 82% • Apple 66%• Harley-Davidson 81% • Cisco 57%• Costco 79% • Federal Express 56%• Amazon 73% • Southwest Airlines 51%• Ebay 71% • Dell 50%* All NPS statistics are based on Bain or Satmetrix surveys with the exceptions of Intuit, Chick-fil-A, andHomeBanc. For these firms, Satmetrix used data that the companies provided. Their data was gatheredin a reasonable (but not perfectly equivalent) fashion. 2 Southeastern Institute of Research
  3. 3. CommuterDirect.com Website RatingsCorporate My Account 16 23 88% Users Services 18 18 82% My Home 15 19 77% Products 13 20 75% Reports 10 21 71% Forms 16 15 70% 5 (11%) Don’t Know 0 10 20 30 40 Readability - type… 37% 51% Information content 37% 46% Ease of use 32% 50%Individual Reports 27% 48% Users Navigation 34% 40% Visuals/Images 35% 39% Technical issues 32% 37% 4 5 - Very good 0% 20% 40% 60% 80% 100% 3 Southeastern Institute of Research
  4. 4. Corporate Users’ Satisfaction with CommuterDirect.com Customer service 16 29 96% Accuracy of orders 13 29 96% Responsiveness to needs 11 30 93% Enrollment of employees 10 30 91% Opening an account 13 23 82% 5, (11%) Don’t Know 6 (14%) Training 10 20 68% Don’t Know 8 (18%) Onsite promotion to employees 11 15 59% Don’t Know 4 5 - Very good 0 10 20 30 40 Q39: How do you rate each of these aspects of CommuterDirect.com?Total respondents = 44 4 Southeastern Institute of Research
  5. 5. Corporate Users’ Satisfaction with CommuterDirect.com Fulfillment Package easily identifiable 7 34 93% Contents match order 8 32 91% SmartBenefits always applied correctly 12 27 88% Package arrives in timely manner 5 33 86% Shipping/handling fees are reasonable 9 26 79% Never had a problem receiving 7 27 77% No difficulty downloading benefits 9 21 68% from the machine 19 (25%) If SmarTrip card replaced, no problems 7 19 59% Don’t Know 0 10 20 30 40 4 5 - Strongly agree Q40: Do you agree with the following statements?Total respondents = 44 5 Southeastern Institute of Research
  6. 6. 52% of Individual Users Only Use CommuterDirect.comOnly purchase through CD 52% Train station/bus stop 27% Employer 7% Another source 7% Metro sales office 5% Commuter Store 5% WMATA.com 3% Another website 1% 0% 20% 40% 60% 80% 100% Q5 Do you currently purchase transit passes, tickets, or other fares through any sources other than CommuterDirect.com? 6 Southeastern Institute of Research

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