In 2018 TransPro was engaged by a mid-sized transportation organization in southern Florida to conduct Customer Satisfaction Surveys for Fixed Route and Paratransit services.
TransPro developed and deployed customer satisfaction survey instruments to gauge customer satisfaction. Survey questions enabled customers to determine which aspects of the service are most important to them and gauged customer levels of satisfaction and impressions of the system’s performance in each of those areas.
TransPro collected a statistically valid sample of completed surveys from fixed route customers in person while riding buses and at transit stops and by randomly calling active paratransit customers via phone.
A final, comprehensive report of results that clearly communicated findings and observations, complete with recommended actions, compelling graphic design, and narrative to distill insights from complex data was presented to the management team as well as the Finance Committee of the Board of Directors.