Transit Level-of-Service Rating Factors

Feature	Description	Indicators
Availability	Where and when transit service is available.	§  Annual service-kilometers per capita. §  Daily hours of service. §  Portion of destinations located within 500 meters of transit service. §  Hours of service.
Frequency	Frequency of service and average wait time.	§  Trips per hour or day. §  Headways (time between trips). §  Average waiting times.
Travel Speed	Transit travel speed.	§  Average vehicle speeds. §  Transit travel speed relative to driving the same trip. §  Door-to-door travel time.
Reliability	How well service actually follows published schedules.	§  On-time operation. §  Portion of transfer connections made. §  Mechanical failure frequency.
Boarding speed	Vehicle loading and unloading speed.	§  Dwell time. §  Boarding and alighting speeds.
Safety and security	Users perceived safety and security.	§  Perceived transit passenger security. §  Accidents and injuries. §  Reported security incidents. §  Visibility and lighting. §  Absence of vandalism.
Price and affordability	Fare prices, structure, payment options, ease of purchase.	§  Fares relative to average incomes. §  Fares relative to other travel mode costs. §  Payment options (cash, credit cards, etc.). §  Ticket availability (stations, stores, Internet, etc.).
Integration	Ease of transferring between transit and other modes.	§  Quality of connections between transit routes. §  Quality of connections between transit and other modes (train stations, airports, ferry terminals, etc.).
Comfort	Passenger comfort	§  Seating availability and quality. §  Space (lack of crowding). §  Quiet (lack of excessive noise). §  Fresh air (lack of unpleasant smells). §  Temperature (neither too hot or cold). §  Cleanliness. §  Washrooms and refreshments (for longer trips).
Accessibility	Ease of reaching stations and stops.	§  Distance from transit stations and stops to destinations. §  Walkability (quality of walking conditions) in areas serviced by transit.
Baggage capacity	Accommodation of baggage.	§  Ability, ease and cost of carrying baggage, including special items such as pets.
Universal design	Accommodation of diverse users including special needs.	§  Accessible design for transit vehicles, stations and nearby areas. §  Ability to carry baggage. §  Accommodation of people who cannot read or understand the local language.
User information	Ease of obtaining user information.	§  Availability and accuracy of route, schedule and fare information. §  Real-time transit vehicle arrival information. §  Information available to service people with special needs (audio or visual disabilities, inability to read or understand the local language, etc.).
Courtesy and responsiveness	Courtesy with which passengers are treated.	§  How passengers are treated by transit staff. §  Ease of filing a complaint. §  Speed and responsiveness with which complaints are treated.
Attractiveness	The attractiveness of transit facilities.	§  Attractiveness of vehicles and facilities. §  Attractiveness of documents and websites.
Marketing	Effectiveness of efforts to encourage public transport.	§  Popularity of promotion programs. §  Effectiveness at raising the social status of transit travel. §  Increases in public transit ridership in response to marketing efforts.

Source: Introduction to Multi-Modal Transportation Planning, Victoria Transport Policy Institute. 2012