Title

A Handbook for Measuring Customer Satisfaction and Service Quality

Document Type

Report

Publication Date

1999

Subject Area

planning - methods, planning - service quality

Keywords

Customer satisfaction, Customer service, Handbooks, Measuring methods, Performance, Quality of service, Transit operating agencies

Abstract

This handbook focuses on how to measure customer satisfaction and how to develop transit agency performance measures. It will be of interest to transit managers, market research and customer service personnel, transit planners, and others who need to know about measuring customer satisfaction and developing transit agency performance measures. The handbook provides methods on how to identify, implement, and evaluate customer satisfaction and customer-defined quality service.

Rights

Permission to link to report given by TRB.