Use of Web-Based Rider Feedback to Improve Public Transit Services

Title: Use of Web-Based Rider Feedback to Improve Public Transit Services
Author: Watkins, Kari Edison
Publication Date: 2015
Dewey Decimal Number: 388.322042
Call Record: DIGITAL 388.322042 Watkins 2015

Title:

Accession Number:

01565976

Record Type:

Monograph

Record URL:

http://www.trb.org/Main/Blurbs/172697.aspx

Availability:

Transportation Research Board Business Office

500 Fifth Street, NW
Washington, DC 20001 United States
Order URL: http://www.trb.org/Main/Blurbs/172697.aspx

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Order URL: http://worldcat.org/isbn/9780309308717

Abstract:

This report provides a practical and easy-to-use toolkit of best practices, emerging platforms, and promising approaches for customer web-based and electronic feedback to help improve public transit services. The report is separated into two parts: Part I identifies best practices among transit agencies and other industries using in-house or third-party web-based and mobile platforms to engage customers and provides guidance on managing web-based feedback; and Part II includes a Tool Selection Guide that helps transit agencies select the most appropriate web-based feedback tool based on their needs. The results of this research may be used by a variety of transportation professionals, including policymakers, operations and maintenance managers, customer service managers, marketers, and safety and security personnel to assist with implementing structured feedback systems and utilizing the feedback both internally and externally with customers.

Report/Paper Numbers:

Project B-43

Language:

English

Authors:

Watkins, Kari Edison

Xu, Yanzhi (Ann)

Bregman, Susan

Coffel, Kathryn

Pagination:

171p

Publication Date:

2015

Serial:

TCRP Report

Issue Number: 179
Publisher: Transportation Research Board
ISSN: 1073-4872

ISBN:

9780309308717

Media Type:

Digital/other

Features:

Appendices; Figures; Glossary; References; Tables

TRT Terms:

Best practices; Customer satisfaction; Customers; Public opinion; Social media; Transit riders; Web applications

Subject Areas:

Data and Information Technology; Public Transportation; I72: Traffic and Transport Planning