Download PDF by Transit Cooperative Research Program, National Research: A Handbook for Measuring Customer Satisfaction and Service

By Transit Cooperative Research Program, National Research Council . U.S. Transportation Research Board

ISBN-10: 030906323X

ISBN-13: 9780309063234

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Extra info for A Handbook for Measuring Customer Satisfaction and Service Quality (TCRP report)

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A trade-off choice series of possible safety improvements at transit stations or stops, or on trains and buses, is included in the Benchmark Survey as an optional investigation (Q111-Q128). Measuring Customer Satisfaction and Service Quality 32 CHAPTER 8. AN ILLUSTRATION OF COMPARATIVE QUANTITATIVE RESULTS — USING ALTERNATIVE ANALYTICAL TECHNIQUES Based on TCRP B-11 Field Test Results CTA — CHICAGO, ILLINOIS RED LINE SERVICE: 8A. 23 (GLTC, Lynchburg, VA). First, data for whether or not a customer has experienced a problem with each attribute is cross-tabulated with mean overall satisfaction.

Customer Satisfaction Benchmark Survey Instrument An example benchmark questionnaire survey instrument is provided in Appendix F. This interviewing format averages 20 minutes in length. The Benchmark Survey Instrument contains the following key elements, each of which is measured on a 10-point scale. 1). Benchmark Questionnaire • overall satisfaction with the service or product (Q61) • the importance of each service attribute (Q13-Q60)* ** • satisfaction with each attribute (Q62-Q109)** • whether the customer experienced a problem with each attribute within the past 30 days ("yes", "no") (Q110A-JJ)** • customer loyalty segment questions (Q129 and Q130) • open-ended exploration of the one service improvement customers would like to see (Q131) Measuring Customer Satisfaction and Service Quality 31 • transit use and demographic segment questions: a.

9%. Weighting factors for CTA and Sun Tran data can be found in Appendix D to this report. Throughout this report, findings cited take into account the possible calculated sampling error for each transit sample. 7D. Customer Satisfaction Benchmark Survey Instrument An example benchmark questionnaire survey instrument is provided in Appendix F. This interviewing format averages 20 minutes in length. The Benchmark Survey Instrument contains the following key elements, each of which is measured on a 10-point scale.

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A Handbook for Measuring Customer Satisfaction and Service Quality (TCRP report) by Transit Cooperative Research Program, National Research Council . U.S. Transportation Research Board


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