Capital Metro Customer Satisfaction Scores Among Highest in the Nation
| Misty Whited | Erica McKewen |
| (512) 389-7572 | (512) 369-6085 |
| (512) 844-5090 cell | (512) 401-7665 cell |
Capital Metro Customer Satisfaction Scores Among Highest in the Nation
Survey Shows Customers Very Satisfied with Bus Service July 14 2008NEWS FACTS A comprehensive on-board customer satisfaction survey indicates that overall, 90 percent of Capital Metro riders are very satisfied with the transit authority¿s bus services. According to the study conducted by Creative Consumer Research in the spring of 2008, the highest satisfaction marks went to Capital Metro¿s courteous, knowledgeable and friendly bus operators. Comparatively, Capital Metro customers have higher satisfaction levels than the national average.
Other Survey Highlights
- A sense of personal safety on the bus, as well as the overall condition and cleanliness of the buses, earned top marks.
- Additionally, customers gave the online trip planner high satisfaction marks.
- Capital Metro's customers say they are happy with bus service and will continue riding. Even though 73 percent of those interviewed have access to a vehicle, about 95 percent say they will continue to use Capital Metro in the future. Ninety-one percent of respondents said they would recommend Capital Metro to a friend.
- When asked how Capital Metro can improve, 23 percent of respondents said they would like to see more frequent bus service.
- Representatives from Creative Consumer Research in Houston, Texas, reported the results of the survey to the Capital Metro Board of Directors on Monday, June 30.
- Click here to view the entire results presentation.
Survey Methodology This in-person survey was conducted on-board Capital Metro buses between March 18 and April 15 by Creative Consumer Research on behalf of Capital Metro. CCR interviewed 1,234 riders of local, express, and University of Texas shuttle routes. All respondents live in the Austin area and are not employed by Capital Metro or any government agency. The survey has a +/- 5 percent margin of error.
MULTIMEDIA ELEMENTS
QUOTES
- "Capital Metro is proud to know that our customers are extremely happy with our bus service. The results of this survey reflect our commitment to providing quality customer service ¿ not because we say it, because our riders experience it."
-- Fred Gilliam, Capital Metro President/CEO
ABOUT CAPITAL METRO Capital Metro's mission is to provide quality public transportation choices for our community that meet the needs of our growing region. Capital Metro provides bus service on flexible, convenient schedules at more than 3,000 bus stops throughout Central Texas, providing an average of up to 140,000 one way trips per day. The fixed route bus system includes metro, flyer and express routes, downtown `Dillo circulator routes, and UT Shuttle service. Capital Metro also provides special transit services for passengers with disabilities, van and carpool coordination, and freight rail service.
Capital MetroRail is a new passenger rail system that will extend 32 miles between the City of Leander and the Convention Center in Downtown Austin. Beginning this fall Capital MetroRail will serve nine stations providing convenient service every 30 minutes during morning and afternoon rush hours. MetroRail is part of the All Systems Go Long-Range Transit Plan which includes expanded local and express bus service, MetroRapid bus service, and new and improved park and ride lots. For more information, including an online trip planner and a commute cost calculator, visit www.capmetro.org or call (512) 474-1200.
Capital Metropolitan Transportation Authority
2910 East 5th Street | Austin, Texas 78702 | (512) 389-7400
Specific Route Information | (512) 474-1200