The URL can be used to link to this page

ValleyBike 2020 report-Bewegen.PDF.END OF YEAR REPORT 2020 System logo Powered by our outstanding sponsors that are committed to their community to sustainability to equity TABLE OF CONTENTS 1.Bikeshare system •General information •Rides •Stations •Memberships •Operation •Call center 2.Online presence •Social media •Website •Mobile App 3.Next season /year 1. Bikeshare system General information 200 * 40*193 * Equivalent of average 5 bikes per station Springfield stations were closed From June 22nd to December 31st 2020 6,193,614 BIKES STATIONS OPERATIONAL DAYS CALORIES BURNED CO2 reduction 41.73 TONS 33294 75511 32431 2018 2019 2020 Rides RIDES PER YEAR TOTAL RIDES PER MONTH 2020 TOTAL RIDES 32,431 MILES RIDDEN 93,695 AROUND THE WORLD X 3.3/4 Weekday Rides: 21,367 Weekend Rides: 11,064 3.76x Operations From Corps Logistics to BWG Field Ops: What has changed? COVID-19 procedures OPERATION At each station visit, we clean and disinfect: •Bike handles •Bike saddles SOCIAL MEDIA We publish a post at least once a month to raise awareness of the users regarding COVID- 19 and how to protect themselves. EVENTS Events were limited due to restrictions, but ValleyBike was invited to Farmers Markets to distribute Access Passes. The sessions were held in Easthampton, Holyoke (2 locations) and Amherst. Prior to the Pandemic, ValleyBike also did a few demo’s at Colleges. • Bike share management directly led by BWG with Edgar Cancel as the local system manager. Edgar is not only an asset to BWG Field Ops, but also to the communities we serve. He is well known in the area and knows the in’s and out’s of the towns very well. • Employees are directly managed by BWG (For marketing by Marie-Helene Houle) • Simpler and faster parts order management •Management, operations and marketing are all on the same team, there is more constructive cooperation. Call Center a.k.a. ValleyBike Rockstars! From Corps Logistics to BWG Field Ops: What has changed? MOST COMMON CALL SUBJECTS Customer Service is open longer and the team has done a great job picking up the high volume of calls. We receive compliments about our team and how good they are at trouble shooting. There is a training process for the Customer Service Team that gets them more familiar with the systems and the back office. Our CS team is also responsible for sending Key Fobs and all reminder communication when a membership renewal is due. Bike or Kiosk Issues 771 Billing Concerns 505 Memberships or Registration Questions 364 All Other Concerns 239 Mobile App Inquiries 95 Stations 8 kiosks 32 Wayfindings FAVORITE STATION North Pleasant St. Northampton Train Station Kendrick Park Northampton Train Station North Pleasant St.Pulaski Park Downtown CHECK-IN CHECK-OUT ValleyBike Members NEW MEMBERS RENEWALS 2446481546516272516ANNUAL FOUNDING MEMBER ACCESS PASS STUDENT PASS MONTH PASS DAY PASS PAY PER RIDE PASS TYPE OF MEMBERSHIPS Type of memberships 0 200 400 600 800 1000 1200 1400 0 10 20 30 40 50 60 70 80 Station List and Stat’s Station List and Stat’s Station List and Stat’s 8 10 6 6 26 234 987 1170 1038 686 413 1130 200 400 600 800 1000 1200 1400 ValleyBike Members TOTAL MEMBERS ACTIVE MEMBERS 808 2704 Website Mobile App ValleyBike Members GENDER Male Female Other Gender 69%30%1% 0% 10% 20% 30% 40% 50% 60% 70% 80% Gender Male Female Other AGE 18 12 26 20 31 16 18-24 25-34 35-44 45-54 55-64 65+ From Survey Data 619 202 416 22 124 569 90 189 1285 0 200 400 600 800 1000 1200 1400Member Location 2020 Across the Globe… And here at home… 2. Customer satisfaction 2020 Survey Results If you don’t live in the participating cities and towns, where do you live? 3. Online presence Social media @valleybikeshare @valleybike @valleybike Website www.ValleyBike.org USERS BOUNCE RATE SESSIONS TOTAL 10,991 50.15%16,607 %CHANGE -34.92%7.36%-38.07% METRICS 19.90% 80.10% New VS Returning visitors New visitors Returning visitors 47.70% 43.40% 5.60%3.20% Top channels Organic search Direct Referral Social The ValleyBike website is a place for people to sign up for memberships, but also to learn about ValleyBike and points of interest.We strive to have interesting information on the site for people to see and to use.ValleyBike has a section devoted to our latest Instagram post’s, which is super fun for our fans to see their tagged posts on the Website. STRATEGY Website GROWTH & WINS •As expected, the longer closure and the non-reopening of the Springfield area negatively impacted the website traffic. The number of users dropped by 35% and the number of sessions decreased by 38% compared to 2019. We can clearly see a difference between closing and opening months. The average number of sessions during closing months was 454 while it was 2,072 when the system was open. Moreover, the bounce was much higher when the system was closed (72.81% for closing months VS 47.81% for opening months). It explains why the bounce rate raised by 7% compared to 2019. •Sources of traffic are more diversified in 2020. Direct traffic represented 62.7% of the traffic in 2019 while it represented only 43.4% in 2020. This year, the greatest source of traffic was organic search and represented 47.7% of the website traffic. More visitors looked for us on Google. Referral traffic also gained 2 percentage points between 2019 and 2020. •Even though the website traffic decreased, the number of pageviews increased by 38% compared to 2019. Indeed, the users consulted more pages when visiting the website (3.34 pages per session on average in 2019 VS 7.48 in 2020). It means that visitors took more actions on the website during their sessions. TOP PAGES PAGES VISITED % OF PAGEVIEWS 1. Homepage 59.56% 2. Login 5.46% 3. Pricing 3.69% 4. Register 3.17% 5. Profile 3.03% Mobile App 4742 TOTAL DOWNLOADS DOWNLOADS ON APP STORE 1020 3722 DOWNLOADS ON GOOGLE PLAY STORE Official ValleyBike App Downloads Apple ios Android Social media 6.5k impressions! 631 Post Clicks Facebook Most Popular Post! 864 Likes 973 Followers Instagram Instagram is a great area of social media for people who like to post expériences. We tend to get the best response with unique or funny photo’s. GROWTH & WINS 673 Followers up from 429 end of year 2019. Very engaged followers, but many are the same engaging with posts time after time. We will try to get more diversity and «tags » in photos! INSIGHTS Twitter Twitter is great at reaching other businesses and advocacy groups.This is where I do the most tagging that is successful.As shown by this tweet, just tagging UMass Amherst and Isenberg brought over 8K impressions.Overall, our twitter page has 387 Followers. Most of them are businesses with several influential local political figures. 2nd Highest Tweet with over 3.3k Impressions 4. What’s New Next Season? ➢Drivers will receive notification when monthly or annual bike maintenance is due ➢A brand-new section will be going in called “News. This is where we will be able to put all the amazing published articles about ValleyBike, as well as links to our newsletter and blogs. ➢Feature of Route Promo Codes will be added ➢Users have recently started getting alerts prior to renewal date ➢Push notifications on the bike screen will be active IT ➢200 New electric-assist bikes ➢20 New Stations ➢15 New Stations in Current ValleyBike Communities ➢2 New Communities added to ValleyBike SYSTEM EXPANSION & NEW EQUIPMENT 4. 2021 Plans We hope we are able to get some invested student ambassadors. The cities and towns are welcome to make recommendations, especially of a professor has an interest in data collection, the students could also have a free pass to experience the bikes and send along photos, etc. Since there are still so few students on campus, the ambassador plan has been limited. NEW AMBASSADORS This year we plan to create more “How To” video’s for potential users. We will also continue sharing news from our bike community alliances. We are looking forward to Spring & Summer to showcase ValleyBike and our Access Passes. ValleyBike will be forming relationships with local shops to offer Discounts to ValleyBike members in exchange for visibility. ValleyBike has been working on a Corporate Membership plan where we will sell passes to businesses at a reduced bulk rate for them to give to their employees. PROMOTIONS & EDUCATION **Insert system logo** **Insert system address** info@valleybike.org +1 8774602435 9095 25e Avenue Saint-Georges, QC G1A 1A1 Canada info@bewegen.com +1 4182280220