Comment from Anne Gienapp
Anne GienappSupportOther
Summary: The commenter suggests that the FTA develop a voluntary transit customer experience survey standard based on five service quality components. They argue that a national standard would improve the understanding of customer perceptions, allow for benchmarking across agencies, and better represent the voice of the customer.
Consider gauging customer experiences with the five important transit service quality components outlined by FTA by developing a voluntary transit customer experience survey standard. Having a national standard would facilitate (1) better understanding of customers' perceptions of transit and its value to beyond (the more common focus) on operational performance, (2) benchmarking across transit agencies and (3) helping to advance the voice of the customer in our industry.