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Omnitrans Customers Remain Highly Satisfied According to 2020 Transit Survey Results

October 22, 2020

The results are in – Omnitrans riders continue to rate overall customer satisfaction highly at 81%! Despite the hardships and challenges of the last few months, your positive and constructive feedback in our annual customer satisfaction survey is much appreciated and motivates us to keep on keeping on.

The survey, conducted online this spring, measures customer satisfaction across nine key areas among members of the American Bus Benchmarking Group (ABBG). The ABBG is a group of 23 mid-sized transit agencies around the country who measure performance and metrics against each other and share best practices.

This year, Omnitrans also received high marks on positive impact to the environment in our community, and compared to 2019, showed improvements in the areas of:

• safety and security
• bus availability
• operator professionalism
• response to customer issues
• ease of use

“This year, the ABBG survey revealed that our overall customer satisfaction rating is 81%,” said Omnitrans CEO/General Manager Erin Rogers. “We are proud to be the only ABBG member agency to have earned an 80+% customer service rating every year since 2013 and are continually seeking new ways to create an even better riding experience for our customers. Our solar-powered bus stop lighting project is a great example.”

As you may have noticed over the last year, Omnitrans has installed over 100 solar-powered lights at bus stops where a little more light was needed after sundown. Customer response to feeling safe and secure waiting for the bus increased by four percentage points, which we attribute to the added lighting. More than 70% of survey respondents also indicated feeling safe while riding on the bus.

Another area of survey focus, positive impact on the environment, also received high marks, with 80% of customers expressing that they feel riding Omnitrans helps the environment. While Omnitrans has operated an all-natural gas fleet for more than a decade, we have recently bolstered our sustainability efforts by converting nearly 40% of the bus fleet to near-zero emission engines. The first order of all-electric zero emission buses is also expected to arrive in early 2021.

Your invaluable feedback helps guide our efforts to better serve you and improve the Omnitrans experience for all. Thank you for helping us help you, and entrusting us to get you where you need to go!