Brief powerpoint for Commuter Direct program page.

1. CommuterDirect.com Had an Impact
on Travel Behavior
22% of Individual Users Said
Asked 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 Users
Asked 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. 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.com
Corporate 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, and
HomeBanc. For these firms, Satmetrix used data that the companies provided. Their data was gathered
in a reasonable (but not perfectly equivalent) fashion.
2 Southeastern Institute of Research

3. CommuterDirect.com Website Ratings
Corporate 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. 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. 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. 52% of Individual Users Only Use
CommuterDirect.com
Only 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