Pace leads the region in in overall customer satisfaction
The results of the 2016 Regional Transportation Authority (RTA) customer satisfaction
survey are in and Pace is proud to report that it received the highest overall
customer satisfaction rates in the region. 88% of respondents were satisfied with
Pace's overall service and 90% were likely to continue riding Pace buses a year
from now. 89% of respondents were likely to recommend Pace to others.
This survey gave customers the opportunity to report overall satisfaction and
evaluations of 33 attributes that explored various aspects of service delivery,
employee performance, personal safety, information and communication, and cleanliness
and comfort. Similar to the last regional survey, conducted in 2013, most respondents
were very satisfied with Pace employees’ performance. 94% of respondents were
satisfied with the drivers’ safe driving.
Respondents were particularly satisfied with the ease of fare payment (94%),
which increased by six percentage points since 2013 when the transition to Ventra
had just begun. Additionally, respondents were extremely satisfied with the information
and communication provided by Pace. Ninety-four percent (94%) of respondents are
satisfied with the ease of understanding schedules and routes.
“We owe these high marks to the hard work of the Pace team, especially our
bus operators,” said Pace Board Chairman Richard Kwasneski. “We’re committed to
maintaining this level of service and we’re working to address areas of customer
Respondents were less satisfied in categories concerning bus service frequency
(76%) and buses running on time (74%). Only 70% of respondents indicated they
were satisfied with their comfort while waiting at the bus stop and 67% were satisfied
with the availability of bus shelters.
Ongoing projects to improve passenger amenities and on-time performance aim
to address those service issues. By 2019, Pace expects to convert every route
to posted-stops-only operations, which will make service more efficient and reliable.
The implementation of bus-on-shoulder operations in the I-55 corridor has improved
service dependability and attracted new riders. Similar operations will soon be
available along segments of I-90 and I94.
Additionally, technologies like Transit Signal Priority (TSP) will soon be
available on more routes and will help buses spend less time sitting at red lights,
thus improving travel times and schedule adherence. Efforts to erect more bus
shelters have resulted in 32 additional shelters going up this year, adding to
the over 1500 existing shelters. Pace will continue to work with communities to
install safe, comfortable passenger waiting areas.
The survey effort was sponsored by the Regional Transportation Authority (RTA),
which oversaw the interaction with the contractor, RSG, and aided in the development
of the surveys, design, administration, and coordination with the Service Boards.
For more information see this handout
or visit the
RTA 2016 Customer Satisfaction Survey webpage.