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4.1.7 Customer Satisfaction <br />Question 19 asked customers to indicate their level of satisfaction with a variety of GoLine <br />service characteristics. As pail of the survey, respondents were asked to select a number <br />between 1 and 5 to indicate their satisfaction level (1= very unsatisfied, 2= somewhat <br />unsatisfied, 3= neutral, 4= somewhat satisfied, 5= very satisfied). Based on the survey results, <br />the three highest scoring categories were "the bus driver's knowledge of the transit system <br />and routes," with an average score of 4.61, "the bus driver's ability to drive the bus", with an <br />average score of 4.56, and "your overall satisfaction with GoLine," with an average score of <br />4.51. The three lowest scoring categories were "the time of day the latest buses run on <br />Saturdays," with an average score of 3.27, "the time of day the latest buses run on <br />weekdays," with an average score of 3.68, and "the time of the day the earliest buses run on <br />Saturdays," with an average score of 3.69. Figure 4-15 displays the score for each of the <br />characteristics that were rated. <br />4-14 <br />Stanley C40,multant3 <br />