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Checking the Pulse of the People

Checking the Pulse of the People. Low Tech–Low Cost Customer Surveys. Barbara Moulton • Massachusetts Bay Transportation Authority • 2/26/13. Our Challenges: Resources Response Time Reactions. Talking to our bus customers. No: 58% (9,858).

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Checking the Pulse of the People

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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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