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Interurban Transit Authority – 2016 Customer Satisfaction Survey Recap

At our July 19, 2016 board meeting it was agreed that a customer satisfaction survey could be very helpful for future planning and promotion of the Interurban.  Our last customer satisfaction survey was performed in July 1997.  The main goals of the survey were for community input on possible service expansion and public opinion on the service we currently provide.  The survey was advertised in the local papers, flyers around town and posters on the buses.  We selected Holland Litho to print and mail the surveys for an estimated total cost of $1629. 

There were 3605 surveys mailed out in October with a November 15th deadline for submission.  Additional copies of the survey were available on the buses for situations like more than one person per address wanted to fill out a survey or if they didn’t receive a survey.  We also created an online survey through Survey Monkey with a link on our website.  The survey link was sent as an email blast to the entire mailing list of the Saugatuck Douglas Area Business Association.  The paper surveys could be returned by mail or dropped off on the bus, at our offices, at Saugatuck City Hall, Douglas City Hall, or Saugatuck Township Hall.

Click here for complete results

Survey results.pdf