Customer Surveying for Public Transit PDF Download

Author: Michael R. Baltes
Publisher:
ISBN:
Category : Bus lines
Languages : en
Pages : 172

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Author: Bruce Schaller
Publisher: Transportation Research Board
ISBN: 0309097592
Category : Local transit
Languages : en
Pages : 101

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Book Description
"TRB's Transit Cooperative Research Program (TCRP) Synthesis 63: On-Board and Intercept Transit Survey Techniques examines transit agencies' experiences with planning and implementing on-board and intercept surveys. On-board and intercept surveys include self-administered surveys distributed on board buses and railcars, and in stations, as well as interviews conducted in these environments. The report provides an overview of industry practices and covers a broad range of issues addressed in planning a given survey"--Publisher's description

Author: Gregory Spitz
Publisher: Transportation Research Board
ISBN: 0309097789
Category : Internet questionnaires
Languages : en
Pages : 114

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Book Description
"TRB's Transit Cooperative Research Program (TCRP) Synthesis 69: Web-Based Survey Techniques explores the current state of the practice for web-based surveys. The report examines successful practice, reviews the technologies necessary to conduct web-based surveys, and includes several case studies and profiles of transit agency use of web-based surveys. The report also focuses on the strengths and limitations of all survey methods"--Publisher's description

Author: Emily Grise
Publisher:
ISBN:
Category :
Languages : en
Pages :

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Book Description
"Customer satisfaction surveys are one of the most heavily utilized tools within the public transit industry to gain insight into the perceptions, attitudes and behaviours of customers. The efficacy of policies and service improvement strategies derived from satisfaction data are presently limited by the methodologies that are used to analyze this data. The overarching goal of this dissertation is to expand the understanding of public transit customer satisfaction through incorporating personal, spatial and contextual factors. This research goal will be achieved through answering the following research question: How can customer satisfaction data be effectively analyzed and utilized to generate targeted service quality improvements? This dissertation consists of four research objectives which are as follows: 1.To show differences in perceptions of service quality across different socioeconomic neighbourhoods in a highly competitive and well-monitored transit market; 2.To develop a transit market segmentation approach that includes personal, spatial and contextual factors; 3.To understand the extent to which transfers influence trip satisfaction; 4.To expand our understanding of how public transit performance measures can be integrated into satisfaction analyses to better predict overall satisfaction.The four research objectives each correspond to an analysis chapter comprising this manuscript-based dissertation. These chapters build on one another, and collectively aim to advance existing methods of analyzing customer satisfaction data for better knowledge of the transit market. The first two chapters of this dissertation present spatial methods of analyzing customer satisfaction data. Chapter two examines satisfaction with bus service across neighbourhoods of varying socio-economic status in London, UK. This spatial method allows agencies to identify areas for improvement at a more disaggregate level than previous research. The third chapter presents a new market segmentation approach that incorporates spatial and contextual factors that have not previously been incorporated into the practice of segmenting the transit market. This new method is demonstrated using a sample of commuter rail users in the Greater Toronto and Hamilton Area, Canada. The remaining two chapters demonstrate how contextual and operational data can be incorporated into satisfaction analyses. Chapter four explores the relationship between transferring and trip satisfaction using a survey of transit commuters to McGill University. In Chapter 5, satisfaction levels among users of a local and a limited-stop bus service in Vancouver, Canada are studied, while controlling for operational characteristics describing the service these users experienced, such as crowding. A concluding chapter consolidates the findings of these chapters and presents policy and research implications to support a better understanding of satisfaction. More specifically, this dissertation contributes to the knowledge in the following four ways:m •Identifies important shortcomings regarding how customer satisfaction data is analyzed; •Develops reproducible methodologies to both integrate spatial data into the analysis of satisfaction levels, as well as to apply spatial analysis techniques to examine satisfaction with service at a local scale (i.e. the route or neighbourhood level); •Demonstrates how detailed trip data can be applied to understand how specific service characteristics influence satisfaction levels; •Shows how transit performance data can be integrated into satisfaction analyses to provide a more complete understanding of passenger satisfaction levels. As customers are the most important judges of service quality, this dissertation demonstrates how transit agencies can more effectively analyze customer perceptions of service as stated in satisfaction surveys and generate policies for service improvements that will have the strongest impact on riders." --

Author: William Chow (S.M.)
Publisher:
ISBN:
Category :
Languages : en
Pages : 121

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Book Description
Public transit agencies have traditionally relied on manually collected customer surveys to understand travel behavior and customer satisfaction. With formerly manually collected data such as ridership and running times now being automatically collected, there exists an opportunity to simplify surveys using this automatically collected information. This thesis evaluates an online approach to conduct customer surveys at a public transit agency by linking prior trip history into the survey. It also tests the prompted recall survey approach, where the personalized survey displays a prior trip segment and asks about the journey made by the respondent. The Massachusetts Bay Transportation Authority (MBTA), Boston's public transit agency, was used as a case study to develop a customer panel and test the online survey approach with prompted recall. The research showed that verifying a trip was made in the previous week significantly increased the chances of survey response having an associated trip record. Confirming that a recent trip was made by the respondent increased the rate of matching surveyed journeys to fare transaction data from 26.7% of individuals with no recent trip to 64.2% for individuals with a recent trip. Prompted recall had a slightly higher match rate of 67.3% of individuals, but the rate of partial matches using the prompted recall approach was significantly higher at 88%. Some missed matches may be due to inaccurate or incomplete records in fare transaction records, and solutions to these issues may increase the percentage of matches through the prompted recall approach. This result shows promise for transit agencies that may look to target surveys towards individuals using specific lines or routes. The success of this approach was primarily due to the construction of the survey, which allowed for previous trip records to be analyzed prior to subsequent survey distribution, and therefore should be used as one way to increase the quantity and quality of survey responses.

Author: Chicago Transit Authority Survey Res
Publisher: Legare Street Press
ISBN: 9781019588017
Category :
Languages : en
Pages : 0

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Book Description
This survey report provides comprehensive information about the travel needs and preferences of paratransit customers in the Chicago area. The report includes analysis of demographic data, trip characteristics, and customer satisfaction ratings. It is an essential resource for transit planners and policymakers seeking to improve paratransit services. This work has been selected by scholars as being culturally important, and is part of the knowledge base of civilization as we know it. This work is in the "public domain in the United States of America, and possibly other nations. Within the United States, you may freely copy and distribute this work, as no entity (individual or corporate) has a copyright on the body of the work. Scholars believe, and we concur, that this work is important enough to be preserved, reproduced, and made generally available to the public. We appreciate your support of the preservation process, and thank you for being an important part of keeping this knowledge alive and relevant.

Author: Kathleen E. Stein
Publisher: Transportation Research Board
ISBN: 0309068037
Category : Highway planning
Languages : en
Pages : 115

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Book Description

Author: Moein Hosseini
Publisher:
ISBN:
Category :
Languages : en
Pages : 0

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Book Description
The common approach for collecting customer opinion in public transit systems is to administer customer satisfaction (CSat) surveys. Such surveys are subject to changes, but the main challenge is that the design, collection, and analysis of CSat surveys are expensive and time-consuming tasks. Online social media platforms provide a bi-directional communication channel between customers and organizations, offering more capabilities than the commonly used CSat surveys. For example, online social media provide free accessibility to data and make it feasible to study the dynamics of online discussions. This study analyzes online discussions on Twitter about public transportation services in order to develop a tool which complements transit CSat surveys. The analysis has three analysis components: semantic, social network, and sentiment. The results are compared to those for CSat surveys published by selected Canadian transit agencies to determine whether social media could be used to extrapolate the changes in customer satisfaction.

Author:
Publisher:
ISBN:
Category : Local transit
Languages : en
Pages : 186

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Author: Rebecca Elmore-Yalch
Publisher: Transportation Research Board
ISBN: 9780309062725
Category : Transportation
Languages : en
Pages : 218

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Book Description
Focuses on the status of market research as practiced in transit agencies and identifies major market issues confronting them. The handbook also evaluates market research strategies appropriate for transit and provides guidance to integrate and institutionalize market research into decision-making processes of transit agencies. Finally, it examines some institutional barriers that limit the use of market research.