2022 EOY Report ValleyBikeEND OF YEAR REPORT
2022
TABLE OF CONTENTS
1. Bike Share System
•General Information
•Rides
•Mapping
•Stations
•Members & Memberships
•Call Center
2. Customer Satisfaction
•End of Year Survey Results
3. Online Presence
•Social Media
•Website
•Mobile App
•Objectives & Outcomes
568 71 334
20,004,234 107.55 tons
BIKES STATIONS OPERATIONAL DAYS
CALORIES BURNED CO2 SAVED
General Information
BIKE SHARE SYSTEM
33,294
75,511
32,431
104,961
116,860
2018 2019 2020 2021 2022
RIDES PER YEAR
TOTAL RIDES PER MONTH
116,860
MILES RIDDEN
241,513 miles
Rides
BIKE SHARE SYSTEM
1972 3440
5536
11163 12411 11823
14450 12937
17701
15503
9924
00
2000
4000
6000
8000
10000
12000
14000
16000
18000
20000
Weekday Rides: 82,917 -70,95%
Weekend Rides: 33,943 –29,04%
RIDES PER YEAR
TOTAL RIDES
9.7x
Rides
BIKE SHARE SYSTEM
The most popular day for bike rentals
was Thursday September 15th, 2022
with a total of 782 trips.
The most popular day for bike rentals
was Friday’s. A total of 18 528 trips
were made that day in 2022.
The most popular time slot for bike
rentals was at 2pm. A total of 10 204
trips were made at that time in 2022.
Mapping
BIKE SHARE SYSTEM
AmherstValleyBikeShare 2022
Mapping
BIKE SHARE SYSTEM
EasthamptonNorthampton
Mapping
BIKE SHARE SYSTEM
Springfield & West SpringfieldHolyoke
Mapping
BIKE SHARE SYSTEM
Chicopee
Stations
BIKE SHARE SYSTEM
STATIONS ORIGIN DESTINATION
Amherst Town Hall 2,732 2,907
Kendrick Park 3,165 2,953
North Pleasant Street 4,233 4,605
East Hadley Road 2,501 3,313
University Drive 2,995 3,134
UMass Haigis Mall 4,294 4,147
UMass Southwest 7,357 7,211
UMass ILC 4,042 4,052
UMass Knowlton 8,178 8,129
UMass Central
Residential Area 2,408 2,040
South East Street 427 477
West Street 215 350
UMass Sylvan
Residential Area 3,333 3,153
The Pedlar
Station/Crosier Field 1,856 1,786
Mackenzie Field 2,237 2,154
Springdale Park 232 326Most popular stations
Stations
BIKE SHARE SYSTEM
STATIONS ORIGIN DESTINATION
Depot Square 813 721
Downtown 2,277 2,318
Holyoke Medical Center
Station 1,922 2,207
South Holyoke 1,048 1,131
Pleasant Station 1,885 1,947
Holyoke Community
College 221 263
El Corazon 977 933
Ely Court 1,383 1,359
Peasants Park 1,202 1,221
Village Hill/State
Hospital 1,998 1,963
Lilly Library 931 873
YMCA/Childs Park 597 564
Forbes Library 912 936
Florence Center 1,808 1,932
Stations
BIKE SHARE SYSTEM
STATIONS ORIGIN DESTINATION
Cooley Dickinson Health
Care 665 538
John M Greene
Hall/Smith College 1,670 1,716
Pulaski Park/Downtown 3,034 3,202
Northampton Train
Station 4,493 4,807
State St/Mass Central
Rail 2,136 2,095
Jackson Street 793 828
Main Street/Court House 2,238 2,374
Main Street/Bridge
Street 1,819 2,026
Northampton High
School 1,482 1,445
Conz Street 1,520 1,479
King Street 1,365 1,222
North King St 1,374 1,431
BayState Village 447 488
Leeds Village 274 271Most popular stations
Stations
BIKE SHARE SYSTEM
STATIONS ORIGIN DESTINATION
Eink Station 406 411
Mount Holyoke College
Station 346 322
Woodlawn Plaza 226 194
Baystate Health/Main
Street 352 437
Baystate
Health/Chestnut St 326 435
Kenefick Park 960 937
Mercy Medical Center
Station 1,174 1,314
CFWM @ Stearns Square
Station 352 363
Court Square 485 470
Basketball Hall of Fame 329 323
STCC -Springfield
Armory 437 419
MGM Springfield 454 431
Pynchon Park/Museums 499 467
Mason Square Library 1,295 1,235
South End/Main Street 1,879 1,842
Stations
BIKE SHARE SYSTEM
STATIONS ORIGIN DESTINATION
Live Well Springfield
Station 638 653
Z Locust/Mill 0 0
American International
College 715 835
Forest Park Library 0 0
WNEU 0 0
Samuel Bolden Park 0 0
Old Town Hall 343 375
Rail Trail @ Union Street 2,457 2,491
City Hall 794 764
Rail Trail @ Millside Park 2,228 2,325
Parsons Street 1,507 1,515
Chicopee City Hall 792 773
Chicopee Falls 481 503
Rivers Park 163 177
West Springfield Library 522 626
West Springfield
Memorial Avenue 614 664
Stations
BIKE SHARE SYSTEM
STATIONS ORIGIN DESTINATION
Z Virtual Three County
Fair 0 2
Z Virtual Arcadia 0 0
Z New York Events 0 0
Z Community Field VS 4 4
Z Arcadia Folk Festival
Virtual 8 9
This list concerned the virtual stations.
FAVORITE STATIONS
Northampton
Train Station
UMass
Knowlton
UMass
Haigis Mall
Northampton
Train Station
UMass
Knowlton North
Pleasant
Street
CHECK-IN CHECK-OUT
Stations
BIKE SHARE SYSTEM
60
Advertising
Columns
11
Payment
kiosks
NEW MEMBERS RENEWALS
59
160
389
913
1375
1151
1253
1132
1460
925
525
38 18 30
54
113
275 270
244
189 193
141
52
1
Members & Memberships
BIKE SHARE SYSTEM
TYPE OF MEMBERSHIPS WHERE MEMBERSHIPS WERE PURCHASED
4
10,800
80
0
2000
4000
6000
8000
10000
12000
Website Mobile App Kiosk
136 78 332
1
472
1250
570
1
2765
5280
0
1000
2000
3000
4000
5000
6000
Members & Memberships
BIKE SHARE SYSTEM
Members & Memberships
BIKE SHARE SYSTEM
Place of residence
MOST COMMON CALL SUBJECTS
2020 2021 2022
Bike or Kiosk Issues 771 2,310 2,479
Billing Concerns 505 1,295 1,648
Memberships or Registration Questions 364 813 695
All Other Concerns 239 677 1,253
Mobile App Inquiries 95 243 279
Call Center
BIKE SHARE SYSTEM
18 seconds 0%6,354
Responsiveness Missed calls Total calls
78
61
0
9
0
20
40
60
80
100
Male Female Transgender Other
What gender do you identify as?
17
25
22
30
35
19
0
5
10
15
20
25
30
35
40
18-24
years
25-34
years
35-44
years
45-54
years
55-64
years
65 years
and +
What is your age?
148 of the 149 respondents answered this question. A
total of 52,70% were male, 41,22% female, 0% transgender
and 6,08% identified themself to other category.
148 of 149 respondents answered this question. The 45
to 64 years group accounted for 43,92% of the users.
End of Year Survey Results
CUSTOMER SATISFACTION
Total of participants: 149
End of Year Survey Results
CUSTOMER SATISFACTION
White or
Caucasian
Black or
African
American
Hispanic of
Latino
Asian or
Asian
American
American
Indian or
Alaska
Native
Native
Hawaiian
or another
Pacific
Islander
Other
(please
specify)
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%
90.00%
Which of the following describe your race or
ethnicity?
61.74%
10.07%
0.67%2.68%
11.41%
0.67%2.01%2.68%0.00%0.67%0.00%
7.38%
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
How did you first become aware of ValleyBike Share?
End of Year Survey Results
CUSTOMER SATISFACTION
I have used it and
will likely continue
I have used it but
won’t use it again
I have never used it Other (please
specify)
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%
90.00%
Which of the following statements best describes
your personal experience with Pioneer Valley bike
share program, ValleyBike Share?
Previously, you said you had never tried ValleyBike Share, what
could we do to encourage you to use our bike share system?
•There are some challenges for me as a person without a phone or
credit card to accessing bikes, also, the closest stations are farther
than are convenient to access.
•Have weekly demonstrations on how to use the system in May and
June. Seems there was only one offered, at a time that I couldn’t make
it.
•I’m not clear on how much time you can use the bike for before you
have to check in and pay again.
•More bikes, more docks.
•I've used the equivalent in another city (Washington). But there were
many more stations for pickup and drop off. Around here there are
fewer stations and when i encounter one it is usually an afterthought.
•In order for me to use it regularly for work there would need to be a
station near the VA medical center in Leeds. I would think more bikes
would be used if there was a station located on or near the campus.
•Lower price.
End of Year Survey Results
CUSTOMER SATISFACTION
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
You previously mentioned that you have used ValleyBike Share in the
past but won’t do it again in the future. What would you say are the main
reasons for this? Select all that apply.
End of Year Survey Results
CUSTOMER SATISFACTION
58.26%
35.65%
20.00%
66.09%
51.30%
21.74%
17.39%
34.78%
27.83%
35.65%
25.22%
4.35%
34.78%
11.30%
3.48%
13.91%
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
What were your reasons for joining ValleyBike Share? Select all
that apply.
End of Year Survey Results
CUSTOMER SATISFACTION
70.43%
25.22%
2.61%0.87%0.87%0.00%0.00%0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%
No Yes PVTA Yes Amtrack Yes Bus, other Yes Carpool Yes Ride Share If yes, were you
satisfied with
the help you
received when
you spoke to a
ValleyBike
representative?
Did you use ValleyBike Share in conjunction with other Public
Transit?
End of Year Survey Results
CUSTOMER SATISFACTION
0
2
4
6
8
10
On a scale of 1-10, how would you rate your
overall experience with the ValleyBike Share
system?
Average Number
0
1
2
3
4
5
6
7
8
On a scale of 1-10, how satisfied are you with
the condition of the bikes?
Average Number
How could we improve your experience with the ValleyBike Share system?
End of Year Survey Results
CUSTOMER SATISFACTION
Insights
•Men and women are mostly equally represented in this survey.
Most of the respondents are white/caucasians users and the
largest user base is the 45-64 age group.
•More than 60% of the users became aware of ValleyBike Share
system by noticing a station on the street. Hence the importance
of having stations strategically positioned throughout the city
and displaying the information necessary to turn that person
into a member.
•Overall, respondents are satisfied with the service as 78,52% of
the respondents will be likely to recommend ValleyBike Share.
•Mostly, users use ValleyBike Share for the fresh air and exercise
benefits.
•On average, users rate their experience with ValleyBike Share as
8/10. This makes for a very positive experience and justifies the
importance of considering further expansion of the system.
Overview
ONLINE PRESENCE
CHANNEL SESSIONS
2022
FOLLOWERS/SUBSCRIBERS
2021
FOLLOWERS/SUBSCRIBERS
2022
INSTAGRAM 920 1,013
TWITTER 477 496
FACEBOOK 1,185 1,257
NEWSLETTER 21,937 23,159
WEBSITE 31,025
Social Media: Facebook
ONLINE PRESENCE
REACH LIKES REACTIONS/COMMENTS/SHARES ENGAGEMENT
RATE
TOTAL 13,178 77 64 3,17%
YoY
growth -42,7%-42,5%-17,9%-31,6%
METRICS & YEAR-OVER-YEAR GROWTH
•Unfortunately, our Facebook stats declined overall in 2022. Reinvigorating the Facebook page is essential for the
global strategy and should be done through continuous efforts:
Grow the Facebook community
Keep posting during the off-season
Post at recommended date & time
Increase reach and engagement through boosted posts and ads
Engage with the content of other accounts
INSIGHTS
Social Media: Facebook
ONLINE PRESENCE
Post with highest reach: 4,211 users Post with highest engagement: 14,29%
Social Media: Instagram
ONLINE PRESENCE
REACH LIKES COMMENTS ENGAGEMENT
RATE
TOTAL 7,237 98 13 9,67%
YoY
growth -4,9%-73,3%-1,69%
METRICS & YEAR-OVER-YEAR GROWTH
•Unfortunately, our Instagram stats declined overall in 2022. However, we grow our community with 94 new followers.
•The engagement rate percentage is not that bad, but it is important to keep in mind that there are a few practices
that can be put forward to increase it.
Encourage the followers to comment under a post (e.g., asking questions to generate answers).
Improve the quality of the photos taking for the system.
Make use of the appropriate hashtags.
INSIGHTS
Social Media: Instagram
ONLINE PRESENCE
Post with highest engagement: 19,77%Post with most likes: 98
Social Media: Twitter
ONLINE PRESENCE
LIKES RETWEETS MENTIONS LINK CLICKS ENGAGEMENT
RATE
TOTAL 198 35 110 0 7,12%
YoY
growth -51,7%-42,6%+154%
METRICS & YEAR-OVER-YEAR GROWTH
•The engagement rate for the Twitter account has significantly increased in 2022 and this shows that there is good
interaction with the community that follows the page.
•In order not to lose this, it will be important to maintain publications throughout the year (even if there is a seasonal
closure of the system).
INSIGHTS
Social Media: Twitter
ONLINE PRESENCE
Post with highest impressions: 2,060 Post with the most replied: 3
Social Media: Newsletter
ONLINE PRESENCE
OPENING
RATE
CLICKS PER
UNIQUE
OPENS
CLICK PER
UNIQUE OPEN
UNSUBSCRIBE
RATE
TOTAL 36%2,0%2,0%0,92%
METRICS & YEAR-OVER-YEAR GROWTH
•At the end of 2022, we had 23,159 subscribers receiving ValleyBike Share newsletters.
•The newsletter statistics were very positive for the year 2022. Indeed, an increase of 14% of open rate was note and
the unsubscribe rate was low which is also positive as this will help grow the number of subscribers for the
upcoming year.
INSIGHTS
Website: Google Analytics
ONLINE PRESENCE
TOP PAGES
PAGES VISITED % OF PAGEVIEWS
1. Homepage 19,11%
2. Map 7,47%
3. Pricing 9,24%
4. Register 5,61%
5. Profile 5,53%
METRIC TOTAL
Users 20,903
New Users 20,748
Sessions 31,025
Page/Sessions 3.56
Number of Sessions per Users 1.48
Pageviews 110,384
Bounce Rate 51,87%
Average Session Duration 00:02:40
Website: Google Analytics
ONLINE PRESENCE
80%
20%
New vs Returning
visitors
New Visitor Returning Visitor
New visitor:20,866 users
Returning visitor:5,192 users
52%42.20%
3.20%2.60%
Top channel
Organic Search Direct Social Referral
Organic Search:11,106 users
Direct:9,025 users
Social:683 users
Referral:560 users
14,568
iOS Downloads (Apple Store)
3,358
11,210
Mobile App
ONLINE PRESENCE
Total Downloads
Android Downloads (Google Store)
Objectives & Outcomes
ONLINE PRESENCE
2022
OBJECTIVES
(Refer to 2022
Marketing Plan)
2022
OUTCOMES
Ridership 110,768 116,860
Membership 13,569 11,965
Instagram 1,140 1,014
Twitter 583 496
Facebook 1,223 1,069
Increase Newsletter
Subscribers 20,016 23,159
9095 25th Avenue
Saint-Georges, Quebec
(Canada)
G1A 1A1
info@bewegen.com
+1 418 228-0220