DART News Release
Media Relations Contact:
April 8, 2008
New customer satisfaction survey results
Customers give DART an 'A'
In the survey, nine out of 10 respondents had good things to say about bus and rail operator courtesy. And the Customer Information Center received a "thumbs up" of nearly the same proportion. In both cases, DART saw big improvements over the last customer survey, conducted in September 2006.
The survey was conducted in October and November 2007 among more than 5,500 customers representing all DART modes and member cities, and has a margin of error of plus or minus 1.3% at a 95% confidence level.
Other key findings focus on security, performance
The customer sense of safety and security was up markedly from previous surveys. The 73% customer satisfaction rating with the visibility of uniformed DART personnel (police officers, fare enforcement inspectors and others) on trains is a 16-percentage point increase over the September 2006 survey. To help improve performance, DART is working to fill more than two-dozen new police officer positions and five fare enforcement officer positions. That would increase the number of police officers to 190 and fare enforcement officers to 35.
The survey reported a 14-percentage point increase in customer satisfaction with security at transit centers and park and rides, with a rating of 84% compared to the previous 70%. Finally, 89% of customers also reported satisfaction with the security on buses, an improvement of 3-percentage points.
While customer satisfaction with the on-time performance of DART's trains remained high at 94%, satisfaction with bus on-time performance increased 3-percentage points to 80%. Satisfaction with bus/rail on-time transfers was up 6-percentage points to 85% compared with the last survey.
And 87% of survey respondents reported the Customer Information Center answered calls promptly compared with 74% in the last survey.
There's still work to do
Customer satisfaction in the following areas has shown some gains since the September 2006 survey, but the 2007 survey still indicates major areas where DART has room for improvement. Some changes are already under way.
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