CTA Seeks Customer Feedback Through Rider Surveys

November 15, 2011
Questionnaires distributed on trains, buses and online
How often do you use the Chicago Transit Authority? How comfortable was your trip? Did CTA meet your expectations?
These are among the questions on a ridership survey CTA will launch Tuesday, November 15. Interviewers will distribute the surveys on buses and trains across the city for the next three to four weeks. Customers can fill out the survey on board; complete it later and mail it back; or fill it out online using a special web address and password printed on each survey.
The survey will also be e-mailed to a select number of Chicago Card Plus customers who indicated their willingness to participate in market research studies. All responses will be kept anonymous.
“This survey enables us to receive honest and helpful feedback from our customers to help us improve all facets of our operation,” said CTA President Forrest Claypool.   “The information we receive from customers will enable us to determine how well the agency is satisfying the changing expectations of our customers.”
The survey asks general questions about how often and for what reasons riders use CTA. It also asks riders to rate their satisfaction with bus and rail service, from information and communications to cleanliness of buses, trains and stations.
CTA has conducted customer satisfaction surveys every two to three years since 1995; the last was completed in 2008.
This year’s survey is part of a larger effort by the Regional Transit Authority to collect survey and customer-use information. RTA is funding the study, which will be carried out by workers of the survey firm.
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