TO: AC Transit Board of Directors
FROM: Michael A. Hursh, General Manager
SUBJECT: Customer Satisfaction Survey Literature Review
BRIEFING ITEM
RECOMMENDED ACTION(S):
Title
Consider receiving a report on findings from the customer satisfaction survey literature review. [Requested by Director Peeples -5/28/08]
Body
STRATEGIC IMPORTANCE:
Goal - Strong Public and Policymaker Support
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:
On June 9, 2021, staff presented Staff Report 21-234a to address Director Peeples' request for a report which included staff's analysis of surveys conducted in Europe, specifically surveys conducted in Helsinki, Finland, to determine how customer satisfaction surveys can be done cheaper, better, and more often.
In preparation for Staff Report 21-234a, staff conducted a thorough review of literature and academic papers from the Transport Research International Documentation database, American Public Transportation Association; Transit Cooperative Research Program; Transportation Research Board; Transit Development Corporation; Transportation Research Record; National Academies of Sciences, Engineering, and Medicine; Federal Transit Association; World Conference on Transport Research; and other transit-focused research at universities and research agencies. Additionally, staff conducted extensive research on surveying practices of transit agencies in Europe and tracked down a report produced by the Planning Unit of Helsinki Regional Transport Authority on passenger satisfaction surveying conducted in Helsinki in 2008 to gain deeper insight into those practices as specified...
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