CUSTOMER SATISFACTION

Topics: Demographics, Customer, Demographic profile Pages: 13 (1297 words) Published: June 25, 2014
Customer Satisfaction
Survey Report
Assessment of PART Express Riders

August 10, 2011

Prepared by:
Piedmont Authority for Regional Transportation

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Table of Contents
Introduction ........................................................................................................... 3 Objectives............................................................................................................... 3 Methodology .......................................................................................................... 3 Respondent Profile................................................................................................. 3 Findings .................................................................................................................. 4 Recommendations ................................................................................................. 5 List of Figures ......................................................................................................... 6 Figure 1: Demographics ............................................................................................................................ 6 Figure 2: Largest Triad employers ............................................................................................................. 7 Figure 3: Ridership Satisfaction................................................................................................................. 7 Figure 4: Length Of Service Usage ............................................................................................................ 8 Figure 5: Ridership Frequency .................................................................................................................. 8 Figure 6: Route Usage Comparison ........................................................................................................... 9 Figure 7: Attribute Ratings ........................................................................................................................ 9 Figure 8: Marketing Channels ................................................................................................................. 10 Figure 9: Fuel Cost/Consumption ........................................................................................................... 10 Figure 10: Price Analysis.......................................................................................................................... 11 Figure 11: Communication Channels ...................................................................................................... 11

Appendix A: Survey .............................................................................................. 12 Appendix B: Comparison of 2009, 2010, & 2011 Surveys……………..……………….…13

Customer Satisfaction Survey Report 2011

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Introduction
The need to measure customer satisfaction is essential for any organization. PART understands the importance of building and effectively managing the relationship with riders. To do so it needs to understand and meet rider expectations. It is imperative to identify the parameters which cause customer satisfaction or dissatisfaction and continuously measure them to bring about the changes needed on the basis of customer perceptions.

Objectives
The Primary objective of the Customer Satisfaction Survey is to determine satisfaction levels of PART Express riders. Secondary objectives are to determine ridership demographics, price sensitivity, what marketing channel is best to target respondents, the level of satisfaction on specific PART attributes, and determine ways PART can improve services. Determining ridership demographics will aid PART in understanding its current customers, as well as identifying target markets. Understanding which marketing channel works best to gain riders will give PART an indication of where to focus strategic marketing efforts. Attribute...
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