Bus Customer Satisfaction Study
Client: NJ TRANSIT
- Developed a detailed sampling plan for both interstate (routes with a terminal in New York City) and local New Jersey routes
- Designed a paper-based customer satisfaction survey in order to compare 2000 results with previous results from 1994
- Designed a sampling plan and weighting scheme to ensure necessary statistical precision and ridership distribution
- Managed the survey administration of a paper-based survey to over 4,400 respondents
- Analyzed satisfaction data measuring percent acceptable or better scores, comparing mean scores of interstate and local customers, and comparing mean scores of 1994 and 2000 customers
