Transit Customer Satisfaction Index for Florida Transit Properties. Results andAnalysis of Florida Transit Properties. Customer Satisfaction Index Project

摘要

The Center for Urban Transportation Research (CUTR) contracted with the FloridaDepartment of Transportation (FDOT) to develop a Transit Customer Satisfaction Index (CSI) for fixed-route transit properties in the state. This index was intended to provide a datum from which each transit property could systematically evaluate the satisfaction of its customers with its services. In addition, the index will provide another measure of performance with which the Florida transit systems and peer systems from around the U.S. can be related and compared. This third technical memorandum details the results of the data analysis and modeling efforts. An overview of the details of the survey methodology, sampling, response weighting, and questionnaire design are also provided. The memorandum contains CUTR's recommendations for the approach to be followed in future Florida Transit CSI projects and a proposed questionnaire to be used.