MSU receives $547K MDOT grant to study customer satisfaction, trip purpose of MI’s transit agencies

Heidi Macwan -

In 2015, the MSU Urban & Regional Planning Program received funding from the Michigan Department of Transportation's Office of Passenger Transportation for a study on "Measuring Customer Satisfaction and Identifying Trip Purpose. . ."

CATA bus riders exiting bus at transit station. Photo by MSU CABS.

In 2015, the Michigan State University (MSU) Urban & Regional Planning Program received funding from the Michigan Department of Transportation’s (MDOT) Office of Passenger Transportation for a study on “Measuring Customer Satisfaction and Identifying Trip Purpose.”

The purpose of this $547K grant is to assess via survey customer satisfaction and trip purpose of transit riders for 78 Michigan agencies (over a three year-period). Accordingly, MSU will design, implement, collect and evaluate data across Michigan’s transit agencies under guidance from Associate Professor Eva Kassens-Noor and Assistant Professor Zeenat Kotval-Karamchandani. They are working with Jess Knott, an MSU Information Technologist, on the design of a survey tool and its maintenance.

Two sets of reports will be delivered as part of this study: 1) Each Michigan agency will receive a report about customer satisfaction and trip purpose of their riders; and 2) MDOT will be provided with a summary report on how satisfied transit customers are and for what purpose transit riders take transit each year across Michigan.

For more information about this study, please contact Eva Kassens-Noor at ekn@msu.edu.

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