27-12-TAP Attachment D - Rider Experience.xlsx

This file is a performance metrics report for the Massachusetts Transportation Access Program (TAP) On Demand Rideshare Service covering the contract period from August 1, 2025, through July 31, 2026. The document presents operational data and rider experience analytics for the on-demand rideshare service intended to supplement existing public transportation and provide enhanced mobility access to TAP-eligible participants statewide. The report includes comprehensive monthly performance tracking across multiple service quality indicators throughout the one-year evaluation period.

The metrics demonstrate service performance across several key operational categories. Pickup ETA accuracy shows a deviation distribution centered near zero minutes, with the majority of bookings (approximately 19% of all bookings) occurring within a five-minute window of estimated arrival. Average ride duration ranges from 10.25 to 14.99 minutes monthly, while average ride distance varies between 2.22 and 3.42 miles. Pickup and dropoff walking distances average 274–323 meters and 205–278 meters respectively across the measurement period. Rider acceptance rates remain consistent between 75.4% and 80.1% throughout the contract term. The shared ride duration ratio averages approximately 61% utilization, and average pickup ETAs range from 20.66 to 24.04 minutes. Notable variations appear in July 2026, where several metrics decline significantly, potentially reflecting reduced service demand at the contract conclusion or data collection anomalies.