WMATA issued a press release late last month. Apparently they take a survey of 200 Metro riders to determine the relative level of customer satisfaction.
Metro’s Customer Satisfaction Measure (CSM) finds the vast majority riders like Metrorail and Metrobus, and almost all would recommend Metro to a friend or relative.
The CSM finds that 85 percent of Metrorail riders and 78 percent of Metrobus riders are satisfied with Metro service. The numbers have remained consistent since 2004 when Metro started the customer satisfaction survey. In addition, 95 percent of Metrobus riders and 98 percent of Metrorail riders said they would recommend Metro to a friend or relative.
The CSM, an ongoing survey of Metrobus and Metrorail riders, measures the satisfaction of riders. Two hundred Metro riders each month are surveyed by telephone.
The survey also found that 54 percent of customers go to Metro’s Web site for information and 76 percent are satisfied with communications from Metro.
The CSM also collects demographic data about Metro riders. The data shows that 60 percent of Metrobus and 53 percent of Metrorail riders are female, 56 percent of Metrobus and 83 percent of Metrorail riders have college degrees, and about 80 percent of both bus and rail riders are employed. Also, most Metro riders have access to automobiles—81 percent of bus riders and 98 percent of rail riders have one or more cars in their households.
I have requested the data from this survey to see if they even ask the 22% of bus riders what they’re not satisfied with, or the 24% of customers that are not satisfied with communications from Metro what they would do differently.
I think the worst part is that the numbers have “remained consistent since 2004”. Should I infer that there has been no progress made in WMATA customer satisfaction? Does WMATA obtain any actionable information from this survey on how to make the service better? Or do they just get the data, make a press release saying “more than half our customers surveyed are satisfied” and rest on their laurels?