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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