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In Question 3, employees were asked to rank the most frequently heard passenger complaints <br />regarding a variety of service characteristics. The employee responses are shown in Figure <br />4-39. As indicated, the most commonly heard complaint identified by the respondents use <br />the perception of the service as being unsafe. The other more frequently cited customer <br />complaints included the cleanliness of the vehicles, service not matching customers' needs, <br />lack of bus shelters and benches, and the inability of passengers to obtain updated service <br />information. <br />Passengers can't get information <br />10. 0 0% <br />Service doesn't go where I wantm. <br />12.86% <br />Transit service is early or late <br />4.29% <br />Need later evening service <br />7,14% <br />E) Percent of Survey Responses <br />Transltvehicle is not comfortable4 <br />, 29% <br />Need earlier morning service <br />7.14% <br />Service seems unsafe <br />N <br />15.71% <br />No out -of -county connections <br />5.71% <br />Transit vehicle Is not clean <br />14.29% <br />No shelters/benches <br />10.0096 <br />No Sunday service <br />7*�] 4;-.VN181 LAM <br />8.57% <br />Other complaint- please describe: <br />1.43% <br />0.00% <br />10.00° <br />Figure 4-39 Most Frequent Customer Complaints <br />In Question 4, employees were asked to verify the validity of the customer complaints. For <br />each of the characteristics identified in Question 3, the employees were asked to select one of <br />the following options — "always agree", "often agree", "sometimes agree" and "seldom <br />agree". The employees were of the opinion that the following complaints are the most valid: <br />• Service doesn't go where I want <br />• No out of county connections <br />• Passengers can't get information <br />• Transit vehicle is not clean <br />• No shelters/benclies <br />• Need later evening service <br />4-30 <br />20.00% <br />