1999 Transit customer satisfaction index. Final report, results of survey and conclusions

Document Type


Publication Date


Subject Area

operations - performance, planning - surveys, economics - appraisal/evaluation, organisation - performance


Customer satisfaction, Data collection, Florida, Performance evaluations, Public transit, Surveys


The purpose of this report is to provide an overview of the results and analysis of the data collected in the 1999 Florida Transit Properties Customer Satisfaction Index project, as well as to briefly review the data sources and the weighting methodologies. The objectives of the project were to provide: a systematic evaluation of each participating transit authority's customer satisfaction; insight into which factors drive customer satisfaction; a comparison of customer satisfaction data from each system with data from other Florida transit systems and other systems in the nation; and, recommendations for how to increase customer satisfaction.