By Transit Cooperative Research Program, National Research Council . U.S. Transportation Research Board
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Extra resources for A Handbook for Measuring Customer Satisfaction and Service Quality (TCRP report)
13, secure customers represent 21% of the market while vulnerable/at risk customers account for 35% of the combined CTA Rail market. Measuring Customer Satisfaction and Service Quality 54 "Cleanliness of the train interiors, seats, and windows" and "cleanliness of station stops" are significantly more important to secure customers, while "cost effectiveness, affordability, and value" is significantly less important. "Short wait time for transfers" is significantly more important to vulnerable/at risk customers.
The impact scores serve as statistically valid benchmarks for future customer satisfaction monitoring. The appropriateness of the formula of multiplying the gap score by the problem incidence rate can be validated through a quadrant analysis of gap scores against problem incidence rates. What is the relative impact score of an attribute with a high gap score but a low incidence rate, or a low gap score but high incidence rate? Does the impact score prioritizing make sense when compared within a quadrant analysis?
This reduction in length makes it feasible to administer the tracking questionnaire via a representative on-board or an at-station survey, thus greatly reducing future research costs. Measuring Customer Satisfaction and Service Quality 29 The second difficulty with data collection methods for the Benchmark Survey is that it is almost always inefficient, and sometimes inappropriate, to conduct this survey using a random-digit-dial (RDD) household telephone sample, because of the low incidence rate of transit riders within most populations.
A Handbook for Measuring Customer Satisfaction and Service Quality (TCRP report) by Transit Cooperative Research Program, National Research Council . U.S. Transportation Research Board