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Customer and Community Satisfaction Survey

Capturing rider feedback to improve and retain rider loyalty

  • Bakersfield, California

    Bakersfield, California

The journey is more than getting from point A to point B—traveling with dignity and building loyalty is fundamental

How does a transit agency build loyalty with its riders? By giving them the opportunity to share constructive feedback and help improve the service.

The Golden Empire Transit District (GET) provides transit services for the community of Bakersfield, California. GET wanted to assess customer satisfaction—not only to build rider loyalty, but to discover how they could improve their transit services. With our thorough approach to market research, we developed a plan to produce sample data for all transit routes. The samples included the morning rush, midday commute, and afternoon peak over the course of entire week.

Acting as in-field supervisors, we provided training and mentoring to a team of surveyors provided by our partner, Covenant Community Services—a partnership that provided the former foster youth with a springboard for personal growth and future success.

In addition to the surveys, we engaged with local organizations, attended a “Stuff the Bus” food drive event, facilitated a paratransit open house, and conducted a frontline employee workshop to better understand the strengths and limitations of current GET services. Upon completion of all public engagement activities, we provided the findings alongside a prioritized list of recommendations for improving Bakersfield’s transit service.

Meet Our Team

David Verbich, PhD, Associate, Transit Advisory (US Pacific West)

Everyone needs to get somewhere, and I work with transit agencies to make the process more efficient and enjoyable.
David Verbich, PhD Associate, Transit Advisory (US Pacific West) Read More

David Verbich, PhD

Associate, Transit Advisory (US Pacific West)

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