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The Commuter Connection: Insights from Low-Tech Customer Surveys

Explore the pulse of bus and commuter rail customers through low-cost surveys to address challenges in resources, response time, and reactions. Discover how to affect change, demonstrate responsiveness, and control the conversation.

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The Commuter Connection: Insights from Low-Tech Customer Surveys

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  1. Checking the Pulseof the People Low Tech–Low Cost Customer Surveys Barbara Moulton • Massachusetts Bay Transportation Authority • 2/26/13

  2. Our Challenges: • Resources • Response Time • Reactions

  3. Talking to our bus customers

  4. No: 58% (9,858) No. MBTA should not request strollers to be folded. Yes: 42% (7,272) Yes. MBTA should request strollers to be folded. Survey Results

  5. Talking to our commuter rail customers

  6. No. I don’t want to feel like I can’t use my cell phone or have to speak in hushed tones while I’m commuting. 10% No 90% Yes Yes. I’d try the quiet car. I’d appreciate some quiet time during my commute. Survey Results

  7. The opportunity: • Affect Change • Demonstrate Responsiveness • Create Content • Control the Conversation

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