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A Handbook for Measuring Customer Satisfaction and Service Quality
A Handbook for Measuring Customer Satisfaction and Service Quality
Report Number: R-047
A Handbook for Measuring Customer Satisfaction and Service Quality" developed a methodology to assist transit agencies in identifying, implementing, and evaluating customer-defined service quality, and in defining performance indicators that include customer-defined quality service measures for fixed-route transit. The report focuses on how to measure customer satisfaction and how to develop transit agency performance measures. Methods for benchmarking and tracking information are also identified. The report includes rural, suburban, and urban markets.
Print copy not available

Related Products:
  • TCRP Report 47-A (Chapters 1-5)
  • TCRP Report 47-B (Chapter 8)
  • TCRP Report 47-C (Chapters 8 -9)
  • TCRP Report 47-D (Chapters 10-11)
  • TCRP Report 47-E (Appendices)

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