According to the latest quarterly survey of about 500 Capital Area Transit System riders, the public transit system has drastically improved its customer service since launching a system expansion at the end of May. CATS officials highlighted some of the survey results at a press conference today, saying the full results will be released at a meeting of the CATS Board of Commissioners on Tuesday.
CATS has developed a customer satisfaction index over the past year to measure its progress. Index metrics are tied to a customer satisfaction survey completed in October 2013, with an updated survey to be conducted on a quarterly basis. When the bus system was expanded earlier this year, CATS received a net index score of 3 on the survey. On the latest survey, that score jumped by 533% to 19. CATS is contracting with Florida-based TransPro Consulting to conduct the surveys and develop a scorecard.
“We are certainly pleased with this wave of survey results, but we know that there is still much to improve before we are where we would like CATS to be,” says CATS CEO Bob Mirabito in a prepared statement. “Improvement is a continuous process, and we continue to strive to provide Baton Rouge with a high-quality transit system.”
The CATS board meets at 4:30 p.m. on Tuesday, Nov. 18, at BREC headquarters, 6201 Florida Blvd.
