Assessment Of PART-Express Riders
Customer Satisfaction
Survey Report
Assessment of PART Express Riders
August 10, 2011
Prepared by:
Piedmont Authority for Regional Transportation
Page |2
Table of Contents
Introduction ........................................................................................................... 3
Objectives............................................................................................................... 3
Methodology .......................................................................................................... 3
Respondent Profile................................................................................................. 3
Findings .................................................................................................................. …show more content…
11
Appendix A: Survey .............................................................................................. 12
Appendix B: Comparison of 2009, 2010, & 2011 Surveys……………..……………….…13
Customer Satisfaction Survey Report 2011
Page |3
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 …show more content…
Recommendations
PART will review survey responses and categorize results to distribute to appropriate departments for further examination. After reviewing survey responses, areas of improvement will be identified.
With demographic information attained about PART Express riders, it is recommended that the results be used by the Marketing department to promote PART services to retain current riders, and to acquire potential riders. A demographic profile of the PART typical rider has been determined and should be used as a reference for marketing purposes, to determine the characteristics and interests of the majority of current PART Express Riders.
Many route, schedule and service recommendations were suggested and will be reviewed. From these suggestions PART should determine if changes suggested, are necessary and need to be made to existing routes. Potential areas that are not currently served need to be examined to see if there is potential ridership available.
The Customer Satisfaction Survey will be conducted once per year during the fourth quarter of the PART fiscal year. Results to this survey will be publicized on the
PART website and in a press release to the
Survey Report
Assessment of PART Express Riders
August 10, 2011
Prepared by:
Piedmont Authority for Regional Transportation
Page |2
Table of Contents
Introduction ........................................................................................................... 3
Objectives............................................................................................................... 3
Methodology .......................................................................................................... 3
Respondent Profile................................................................................................. 3
Findings .................................................................................................................. …show more content…
11
Appendix A: Survey .............................................................................................. 12
Appendix B: Comparison of 2009, 2010, & 2011 Surveys……………..……………….…13
Customer Satisfaction Survey Report 2011
Page |3
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 …show more content…
Recommendations
PART will review survey responses and categorize results to distribute to appropriate departments for further examination. After reviewing survey responses, areas of improvement will be identified.
With demographic information attained about PART Express riders, it is recommended that the results be used by the Marketing department to promote PART services to retain current riders, and to acquire potential riders. A demographic profile of the PART typical rider has been determined and should be used as a reference for marketing purposes, to determine the characteristics and interests of the majority of current PART Express Riders.
Many route, schedule and service recommendations were suggested and will be reviewed. From these suggestions PART should determine if changes suggested, are necessary and need to be made to existing routes. Potential areas that are not currently served need to be examined to see if there is potential ridership available.
The Customer Satisfaction Survey will be conducted once per year during the fourth quarter of the PART fiscal year. Results to this survey will be publicized on the
PART website and in a press release to the