Ferry Customer Survey

Thank you for your interest in the Ferry Customer Survey. The actual ferry customer survey is not available on-line nor is it being administered on-line.

The only way to take the survey is to be on-board one of the ferries that will be included in the survey sample. The reason for this follows: A primary objective of the ferry survey is to obtain a representative sample of ferry customers across the system. To accomplish this objective, a random sample of trips was drawn within each of the ferry routes. All passengers on-board each of these sampled trips will be asked to complete the survey. To ensure that we can reliably project the survey data to the general population of ferry customers, only those customers on a sampled trip are being asked to complete the survey.

The Commission has selected Opinion Research Northwest to conduct the ferry user survey. Information about the survey can also be accessed on their Web site by clicking on the "2007 Washington State Ferries" link located under "Current Studies" on their Web site.

The overall purpose and desired outcome of the ferry customer survey can be viewed via the link below:

Statement of Survey Purpose and Desired Outcome (pdf 40 kb)

Please check back periodically as more information and details will continue to be posted on the survey work plan and schedule as it is finalized with the consultant in the coming weeks.

Ferry Customer Survey Information

For a list of frequently asked questions (FAQ) and answers related to the survey, please refer to the link below. This FAQ will be periodically updated as needed.

Frequently Asked Questions (pdf 33 kb)

This presentation was given to the Commission at their January 22, 2008 meeting in Olympia. This report outlines the findings of the qualitative research portion of the ferry user survey effort. This portion of the research was comprised of nine focus groups held throughout the ferry system and was designed to inform the development of the on-board survey questionnaire.

Findings of Focus Group Effort (pdf 235 kb)

The following is the full, final report on the focus group portion of this research project. This report provides an overview of the process and presents the findings of this effort.

Focus Group Summary Report (pdf 359 kb)

The following presentation was given to the Commission at their meeting on November 13, 2007 by the consultant doing the survey work, Opinion Research Northwest. The presentation served as the official kickoff of the survey effort that is now underway. In this presentation, you will find information about the survey's overall purpose and desired outcome, the survey work plan and project timeline, and an overview of the process that will be followed in completing both the qualitative and quantitative work to be performed over the next year.
 
Ferry Customer Survey Kickoff Presentation (pdf 295 kb)

In the 2007 session, the Legislature provided the Commission with funding and a mandate to conduct a survey of ferry customers per the following statutory provisions contained in ESHB 2358 (pdf 77 kb):

Section 4

1. The commission shall, with the involvement of the department, conduct a survey to gather data on ferry users to help inform level of service, operational, pricing, planning, and investment decisions. The survey must include, but is not limited to:
1. Recreational use;
2. Walk-on customer use;
3. Vehicle customer use;
4. Freight and goods movement demand; and
5. Reactions to potential operational strategies and pricing policies described under section 7 of this act and RCW 47.60.290.
2. The commission shall develop the survey after providing an opportunity for ferry advisory committees to offer input.
3. The survey must be updated at least every two years and maintained to support the development and implementation of adaptive management of ferry services.

Ferry Customer Survey Commission Team

To ensure the Commission is able to focus and remain fully engaged throughout the course of this effort, the Commission appointed three of its members to serve on a team that is responsible for overseeing the detailed implementation of this survey. The members of this Commission Team are as follows:

• Bob Distler, Team Lead
• Dan O'Neal
• Elmira Forner

Ferry Customer Survey Advisory Team

To ensure the survey fully addresses the needs and expectations of its major audiences, an advisory team has been created by the Commission which is made up of representatives from key governmental agencies and stakeholders who will use the data derived from the survey in carrying out their respective responsibilities related to Washington State Ferries. The Role of the advisory team will be to prepare the scope of work for the RFP, participate in the consultant interviews and selection process, conduct and participate in periodic review meetings with the consultant, and review the results, analysis, and interpretation of the survey data.

The members of the Advisory Team are as follows (for details, refer to the implementation plan below):

• Members of the Commission’s Ferry Customer Survey Team (listed above)
• Staff member from the Governor’s Office
• Staff members from each of the Transportation Committees (House and Senate)
• Representatives from the Joint Transportation Committee
• Representative from the Ferry Advisory Executive Council
• WSF/ WSDOT staff
• Commission staff
• One person with survey/ marketing experience

Ferry Customer Survey Implementation Plan

This implementation plan (pdf 25 kb) was approved by the Commission. It reflects the sequence of key steps that will be taken as part of the survey effort.

Minutes from September 28th Special Commission meeting via conference call (pdf 31 kb)

Ferry Customer Survey RFP Documents

• ACQ-2007-0630-RFP (doc 472 kb)
• ACQ-2007-0630-RFP - Amendment 1 (pdf 26 kb)
• Amendment 1 - Attachment A (pdf 134 kb)
• Exhibit A (doc 196 kb)
• Exhibit B (doc 24 kb)
• Exhibit C (doc 28 kb)
• Exhibit D (doc 100 kb)

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