Customer Satisfaction Improves

Posted on: Jul 29, 2010

Satisfaction Improves For Metro and MAX Transit Services

A summary of results is available in PDF format. (Kansas City, Mo. – July 29, 2010) Kansas City Area Transportation Authority’s (KCATA) recently completed Customer Satisfaction Survey shows bus riders rate Metro and MAX service higher in 2010 than in 2007. KCATA contracted with market research firm ETC Institute to conduct the survey. Chris Tathum of ETC Institute said KCATA is bucking the trend of decreasing satisfaction with public services. “While most public and government agencies’ satisfaction scores are going down, KCATA’s scores are higher than they were in 2007,” Tathum said. "Overall satisfaction with KCATA services improved in almost every area that was rated, which shows the KCATA has done a great job meeting the needs of its customers.” Of Metro customers, 70 percent rated overall bus service in 2010 as “excellent” or “very good” compared to 64 percent in 2007, which represents a five percent increase. In addition, satisfaction ratings for MAX continue to be high. More than 75 percent of MAX customers rate all of the aspects of MAX service measured in the survey as “excellent” or “very good.” KCATA gathered information about how customers use the service, as well as demographic data. As in 2007, transit customers tend to be employed, 54 percent in 2010 compared to 57 percent in 2007. The slight decrease is largely accounted for by a four percent increase in riders who are using public transportation to look for a job. Unemployment among bus riders has doubled in 2010 (16 percent) from 8 percent in 2007. “Nevertheless, work commuters and job-seekers still account for 65 percent of those surveyed,” Tathum said. “Clearly, public transit remains vital to the mobility of the labor force in Kansas City.” While Metro and MAX customers also represent several demographic and socio-economic segments, customers tend to be younger than the general population of the Kansas City area. Twenty-three percent are 25 years or younger, and nearly half are 34 years or younger. Customers were randomly selected and asked to rate satisfaction levels in key areas such as overall service quality, driver safety and bus information. A total of 1,489 usable responses were collected.