TO: AC Transit Board of Directors
FROM: Michael A. Hursh, General Manager
SUBJECT: Customer Satisfaction Survey
BRIEFING ITEM
RECOMMENDED ACTION(S):
Title
Consider receiving a briefing on customer satisfaction survey practices. [Requested by Director Peeples - 5/28/2008]
Body
STRATEGIC IMPORTANCE:
Goal - Strong Public and Policymaker Support
Initiative - Service Quality
Robust customer satisfaction is critical to attracting and retaining ridership. Customer satisfaction surveys provide valuable feedback about rider perceptions, offering insight into where the District excels and what areas need improvement to ensure high levels of customer satisfaction.
BUDGETARY/FISCAL IMPACT:
There is no immediate budgetary impact associated with this briefing item.
BACKGROUND/RATIONALE:
Robust and responsive customer satisfaction is critical to attracting and retaining ridership and ensuring ongoing support. Customer satisfaction surveys help gauge rider satisfaction and provide insight on necessary improvements. These benefits have made customer satisfaction surveying a common practice among businesses in all industries, including transit agencies.
While AC Transit has conducted surveys on rider demographics, perceptions of service-area riders and non-riders, and a multitude of service-related surveys, the District does not have an established practice of executing customer satisfaction surveys.
The goal of this report is to brief the AC Transit Board of Directors on current customer satisfaction survey practices in the transit industry and provide alternatives to the standard practices. This report will guide the creation of a new board policy which will govern customer satisfaction surveying at the District.
Abstract
Research for this report delved into customer satisfaction surveying practices at numerous transit agencies, transit-focused publications and databases, and practices in other industries. Most transit agencies utilize in-person intercept ...
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