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Individual Station Report P r e p a r e d t o
Connecticut Department of Transportation
S u b m i t t e d b y
Urbitran Associates, Inc.
J u l y 2 0 0 3
Individual Station Report
Old Greenwich
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URBITRAN

Stakeholder Interview

J u n e 2 0 0 3
Customer Opinion Survey

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Parking Inventory & Utilization

J u n e 2 0 0 3
Station Condition Inspection

J u n e 2 0 0 3
Lease Narrative and Synopsis

J u n e 2 0 0 3
Station Operations Review

J u n e 2 0 0 3
Station Financial Review

CONTENTS: P r e p a r e d t o
Connecticut Department of Transportation
S u b m i t t e d b y
Urbitran Associates, Inc.
Customer Opinion Survey
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URBITRAN Task 1.2:Technical Memorandum
Customer Opinion Survey

Connecticut Department of Transportation

154
Old Greenwich

The Old Greenwich Station also had a high survey distribution (400), and a fairly strong
response rate of 24%. The percentage of customers who traveled daily by train was 84%, while
7% traveled at least once a week, 6% at least once a month, and 3% less often. Seven percent of
respondents also indicated travel purposes other than commuting or other business, and notably
11% traveled during the off-peak periods.

Of those who parked at the station, 83% held a permit at the time of the survey and only 29% of
those who did not hold a permit were on a waiting list. Roughly two-thirds of the survey
population at Old Greenwich were male and 89% of all respondents were between 25 and 64
years old. At this station there was a slightly higher percentage of passengers over age 65 (10%).
And, not surprisingly, customers' incomes fell largely in the upper ranges. Sixty-eight percent
reported incomes over $100,000 and nearly 30% were between $50,000 and $75,000.

Regarding customer ratings of the station elements, Old Greenwich was painted in a fairly
positive light, with a notably higher number of excellent ratings. Areas of concern did exist,
although only 8 of the 39 elements surveyed received a majority of fair or poor ratings.

The parking facilities were generally rated favorably, and the three highest rated among these
were the pavement condition, lot maintenance, and entrances. Conversely, four areas were rated
negatively by over half of respondents, including the underpass, ease of car of bus drop-off, and
most notably, lighting and security. Figure 160 shows the ratings of parking elements in Old
Greenwich. The highest rated element (parking lot pavement condition) received 88% positive
marks. The lowest rated element (parking security) had 55% negative ratings. Handicap
accessibility had a majority of positive ratings but received the lowest number of actual
favorable marks (10). Old Greenwich does not have an overpass.

Figure 160: Old Greenwich Station Parking Ratings
Parking Ratings
0
10
20
30
40
50
60
70
80
90
100
P arking Lot
P avement
Condition
Entrances
P arking
Signage
P arking
Maintenance
Exits
P arking
Availability
P athway(s) to
Station
Stairways
P arking
Lighting
Underpass
Ease of Car or
Bus P assenger
Drop-Off
P arking
Security
Handicap
Accessibility
Overpass
Attribute
R
e
sp
o
n
se
s
Poor
Fair
Good
Excellent
Task 1.2:Technical Memorandum
Customer Opinion Survey

Connecticut Department of Transportation

155

Only one aspect of the station building was rated poorly: the restrooms. The remaining station
items surveyed were rated favorably, notably the absence of graffiti and the availability of maps
and schedules. Figure 161 shows the ratings for all the station building elements in Old
Greenwich. As with most stations, absence of graffiti was the highest rated station building
element with 92% favorable ratings. Restrooms received the highest percentage of negative
marks (52%) and handicap accessibility received the lowest number of actual positive marks
(30). Sixty-nine percent of respondents were pleased with the overall condition of the building.

Figure 161: Old Greenwich Station Building Ratings
Station Building Ratings
0
10
20
30
40
50
60
70
80
90
100
Absence of
Graffit i
Availabilit y of
Maps and
Schedules
T icket Booth
Hours
Overall
Condition
Building Lighting Building Climate
Control
Cleanliness
Building
Maintenance
Availabilit y of
Seating
Building Security
Restrooms
Handicap
Accessibility
Attribute
R
e
sp
o
n
se
s
Poor
Fair
Good
Excellent


The station amenities received mixed reviews, although overall ratings were positive. Figure 162
displays the amenities ratings in Old Greenwich. The highest rated amenities were the
news/magazine stand and the availability of trash containers. The highest rated element
(news/magazine stand) received 81% positive ratings. Conversely, more than half of respondents
gave poor ratings to the taxi stand and the bus drop-off/pick-up. Eighty-six percent of
respondents were dissatisfied with the condition of the taxi stand.
Task 1.2:Technical Memorandum
Customer Opinion Survey

Connecticut Department of Transportation

156
Figure 162: Old Greenwich Station Amenities Ratings
Station Amenities Ratings
0
10
20
30
40
50
60
70
80
90
100
News/Magazine Stand
Availability of T rash Cans
P hones
Concession Stand
Bus Drop-Off/P ick-Up
T axi Stand
Attribute
R
e
spo
n
se
s
Poor
Fair
Good
Excellent


Finally, the platform at Old Greenwich was rated favorably for the most part, with the exception
once again of the shelters, for which 59% of respondents gave fair or poor ratings. However,
overall condition, lighting, cleanliness, and maintenance of the platform were all rated highly.
Eighty-eight percent of respondents were pleased with the overall condition of the platform.
Figure 163 outlines the platform ratings in Old Greenwich.

Figure 163: Old Greenwich Station Platform Ratings
Platform Ratings
0
10
20
30
40
50
60
70
80
90
100
Overall Condition
Cleanliness
P latform Lighting
P latform Maintenance
W orking Condition of P ublic
Address System
Shelters
Handicap Accessibility
Attribute
Re
spo
n
s
e
s
Poor
Fair
Good
Excellent


Using the results from the most recent Metro-North survey and the results of this survey, similar
trends become apparent. Ratings from the 2 surveys were very similar (all within 10 percentage Task 1.2:Technical Memorandum
Customer Opinion Survey

Connecticut Department of Transportation

157
points of each other). Following the standard trend on the New Haven Line, Metro-North
respondents rated station and parking conditions higher than respondents to this survey and
respondents to this survey rated platform conditions higher than Metro-North respondents. The
exception in Old Greenwich was with the public address system where 64% of respondents were
satisfied in both surveys.

Change

The change ratings in Old Greenwich were generally lower than the ratings of the current
situation. Ten of the 39 elements had a majority of worsened ratings. Six of the elements had
the respondents split exactly in half over whether there had been an improvement or a
worsening.

Figure 164 describes the change situation in Old Greenwich. Parking lot pavement condition was
thought to have improved the most with 91% improvement ratings. At the other end, the
underpass was the least improved element with 64% worsened ratings. Four parking elements
had a majority of worsened ratings.

Figure 164: Old Greenwich Station Change in Parking Conditions
Change in Parking Conditions
0%
20%
40%
60%
80%
100%
Underpass
Ease of Car or Bus Passenger Drop-Off
Parking Availability
Stairways
Pathway(s) to Station
Parking Lighting
Handicap Accessibility
Exits
Entrances
Parking Security
Parking Signage
Parking Maintenance
Parking Lot Pavement Condition
Overpass
A
ttr
i
b
u
t
e
% Response
Improved
W orsened


As with the current situation ratings, building change ratings were higher than parking change
ratings. However, building change ratings were lower than building current situation ratings.
Figure 165 shows the building change ratings for Old Greenwich. One hundred percent of
respondents thought that map and schedule availability had improved during the previous 2
years. Security, lighting and graffiti absence were also highly rated. Unfortunately, 3 elements
including the overall condition of the station were thought to have worsened by a majority of
respondents. Fifty-four percent of respondents said the overall station condition had worsened.
However, the two least improved elements (restrooms and building maintenance) only
performed slightly worse than the overall condition with 55% worsened ratings.
Task 1.2:Technical Memorandum
Customer Opinion Survey

Connecticut Department of Transportation

158
Figure 165: Old Greenwich Station Change in Building Conditions
Change in Station Building Conditions
0%
20%
40%
60%
80%
100%
Restrooms
Building Maintenance
Overall Condition
Cleanliness
Handicap Accessibility
Building Climate Cont