Barry Transit Director Bill Voigt was gratified by the results of a survey taken on about how riders felt about using the transit service.
Conducted by a research team from Michigan State University and contracted through the MDOT, the survey found customer satisfaction was “very high” with the Barry County Transit.
“MSU actually conducted interviews of our clients on several of our buses all day long over a few days. They did this at no cost to our taxpayers, too!” Voigt said. “As always there is some work to do but all in all, I think the ratings were quite high! I think if you take out the high and the low it leaves a pretty fair picture.”
The survey was conducted on Feb. 24 and March 3 and 1, with data collected from 58 respondents.
The majority of respondents answered very satisfied for every question in the satisfaction category. The results of the trip purpose category showed the service is mostly used to travel from home to reach a destination, and the most common destination is also home. The questions on demographics, shows the most common Barry County Transit Authority riders are Caucasian/white 65 years or older and retired with no special needs.
For customer satisfaction, transit riders were asked 19 questions in seven categories: timeliness, comfort, cleanliness, information availability and ease of use, customer service, safety/security, and cost/value. In each category, the majority of respondents rated themselves “very satisfied.”// Forty five transit riders were asked what they would do if public transportation was not available. Forty five persons responded to the question. Forty percent said they would not make the trip;
13 percent said they would look for alternative destination.
The remaining 46.7 percent would take the following alternative transportation options: 15.6 percent said they would walk, 15.6 percent said they would get a ride, 2.2 percent said they would drive and 13.3 percent said something else. The majority of respondents said their total combined annual household income was less than $10,000.
Some additional comments:
· “I am very happy that we have the transit. Almost all the drivers are friendly and easy going. You also have a great team on the phones. I just love Miss Mary, oh and Larry is a pretty good guy too. Keep up the great work Barry County Transit Team!”
· “One of the most exceptional transit systems I have ever encountered. Considerate and professional.”
· “Love the service”
· “Add hand sanitizer to buses”
· “I am 89, and have trouble getting on the bus, some help, others do not. Have requested the car but they say they always booked. I go to see my son in the nursing home. Have no other way to get there.”
· “I answered this for the whole time I have used the service, not just today's experience.”
· “Very good transportation services”
· “I am a first time rider and will definitely ride again!”
· “I am appreciative of the fact Barry County offers this service as I do not own a vehicle. Nothing negative to say.”
· “Service is fantastic and everyone is wonderful. Would like to see service expanded on Saturdays and running on Sundays (church)”
· “Great service. Thank you!”
Customer satisfaction was very good overall. Analysis of the final question of the survey, which asked if respondents had any additional comments, demonstrates that riders are pleased with their transit experience.
However, a few respondents commented that sometimes they find the drivers to be acting unprofessionally on the job or are unhelpful. This is especially true for the respondent who commented that they almost got hit by an agency bus.
It is recommended that the agency reiterate safety and timeliness measures with its drivers so that these issues are not of concern in the future.
