User Satisfaction Survey

The objective of this survey is to gather user satisfaction survey on the performance of the bus operator. Your opinion is very useful to help improve our public transportation services.

State *

Operator *

Operator OTHERS..

Route Destination *

Demographic of the survey participant:

Sex *

Age Group *

Race *

Profession *

1. I travel by bus for: *

	Work/Business	School/College/Co-Curriculum	Leisure	Other
. *	. - Work/Business	. - School/College/Co-Curriculum	. - Leisure	. - Other

2. How often do you travel by bus in one week? *

	≤ 5 times	6 – 10 times	11 – 15 times	≥ 16 times
. *	. - ≤ 5 times	. - 6 – 10 times	. - 11 – 15 times	. - ≥ 16 times

3. How long do you have to wait for the bus? *

	≤ 5 minutes	6 – 15 minutes	16 – 30 minutes	≥ 30 minutes
. *	. - ≤ 5 minutes	. - 6 – 15 minutes	. - 16 – 30 minutes	. - ≥ 30 minutes

4. What factors motivate you to travel by bus? *

	Yes	No
Easy access *	Easy access - Yes	Easy access - No
Punctuality *	Punctuality - Yes	Punctuality - No
Route information *	Route information - Yes	Route information - No
Comfort *	Comfort - Yes	Comfort - No
Passenger-friendliness *	Passenger-friendliness - Yes	Passenger-friendliness - No
Limited transportation choice *	Limited transportation choice - Yes	Limited transportation choice - No

5. What are the issues encountered when travelling by bus? *

	Yes	No
Long wait *	Long wait - Yes	Long wait - No
Expensive fare *	Expensive fare - Yes	Expensive fare - No
Traffic congestion *	Traffic congestion - Yes	Traffic congestion - No
No clear route information *	No clear route information - Yes	No clear route information - No
No or lack of safety & security *	No or lack of safety & security - Yes	No or lack of safety & security - No
Unpresentable bus personnel *	Unpresentable bus personnel - Yes	Unpresentable bus personnel - No
Old and uncomfortable buses *	Old and uncomfortable buses - Yes	Old and uncomfortable buses - No
No facilities provided for OKU *	No facilities provided for OKU - Yes	No facilities provided for OKU - No
Inconvenient bus stops/ terminal locations *	Inconvenient bus stops/ terminal locations - Yes	Inconvenient bus stops/ terminal locations - No
Trips do not follow schedule *	Trips do not follow schedule - Yes	Trips do not follow schedule - No
Lack of catchment area *	Lack of catchment area - Yes	Lack of catchment area - No

Service Reliability

6. How reliable is the bus service? *

	Very poor	Poor	Satisfactory	Good	Excellent
Bus followed scheduled trips *	Bus followed scheduled trips - Very poor	Bus followed scheduled trips - Poor	Bus followed scheduled trips - Satisfactory	Bus followed scheduled trips - Good	Bus followed scheduled trips - Excellent
Bus followed scheduled frequency with <20min delay *	Bus followed scheduled frequency with <20min delay - Very poor	Bus followed scheduled frequency with <20min delay - Poor	Bus followed scheduled frequency with <20min delay - Satisfactory	Bus followed scheduled frequency with <20min delay - Good	Bus followed scheduled frequency with <20min delay - Excellent

Security & Safety

7. How safe and secure do feel of the bus service? *

	Very Poor	Poor	Satisfactory	Good	Excellent
Bus is carefully driven *	Bus is carefully driven - Very Poor	Bus is carefully driven - Poor	Bus is carefully driven - Satisfactory	Bus is carefully driven - Good	Bus is carefully driven - Excellent
Bus follows traffic regulations *	Bus follows traffic regulations - Very Poor	Bus follows traffic regulations - Poor	Bus follows traffic regulations - Satisfactory	Bus follows traffic regulations - Good	Bus follows traffic regulations - Excellent
Bus personnel is presentable *	Bus personnel is presentable - Very Poor	Bus personnel is presentable - Poor	Bus personnel is presentable - Satisfactory	Bus personnel is presentable - Good	Bus personnel is presentable - Excellent

Service Availability

8. How do you rate the availability of the service? *

	Very Poor	Poor	Satisfactory	Good	Excellent
Bus follows same route *	Bus follows same route - Very Poor	Bus follows same route - Poor	Bus follows same route - Satisfactory	Bus follows same route - Good	Bus follows same route - Excellent
Bus operates same hours every day *	Bus operates same hours every day - Very Poor	Bus operates same hours every day - Poor	Bus operates same hours every day - Satisfactory	Bus operates same hours every day - Good	Bus operates same hours every day - Excellent

Service Comfort

9. How do you rate the comfort level of the bus service? *

	Very Poor	Poor	Satisfactory	Good	Excellent
Interior of the bus is clean *	Interior of the bus is clean - Very Poor	Interior of the bus is clean - Poor	Interior of the bus is clean - Satisfactory	Interior of the bus is clean - Good	Interior of the bus is clean - Excellent
Exterior of the bus is clean *	Exterior of the bus is clean - Very Poor	Exterior of the bus is clean - Poor	Exterior of the bus is clean - Satisfactory	Exterior of the bus is clean - Good	Exterior of the bus is clean - Excellent
Overall cleanliness passenger’s *	Overall cleanliness passenger’s - Very Poor	Overall cleanliness passenger’s - Poor	Overall cleanliness passenger’s - Satisfactory	Overall cleanliness passenger’s - Good	Overall cleanliness passenger’s - Excellent

Information

10. How easy was it for you to find information about the bus service? *

	I do not know	No	Sometimes	Yes
I have used the bus operator’s hotline service *	I have used the bus operator’s hotline service - I do not know	I have used the bus operator’s hotline service - No	I have used the bus operator’s hotline service - Sometimes	I have used the bus operator’s hotline service - Yes
I have browsed the bus operator’s website for bus schedule *	I have browsed the bus operator’s website for bus schedule - I do not know	I have browsed the bus operator’s website for bus schedule - No	I have browsed the bus operator’s website for bus schedule - Sometimes	I have browsed the bus operator’s website for bus schedule - Yes
I have seen the route information at the bus terminal/bus stops *	I have seen the route information at the bus terminal/bus stops - I do not know	I have seen the route information at the bus terminal/bus stops - No	I have seen the route information at the bus terminal/bus stops - Sometimes	I have seen the route information at the bus terminal/bus stops - Yes
I have seen the bus time table *	I have seen the bus time table - I do not know	I have seen the bus time table - No	I have seen the bus time table - Sometimes	I have seen the bus time table - Yes

Additional Comments/ Remarks

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