- Associated Press - Thursday, December 17, 2015

BATON ROUGE, La. (AP) - The Capital Area Transit System has received its highest marks yet on a customer satisfaction survey, although riders say the issues most important to them still need improvement.

TransPro, a consulting company that has overseen the customer satisfaction polls, said CATS received an overall “net promoter score” of 29 percent, meaning 52 percent of the respondents said they’d promote CATS and 23 percent said they’d advise against it, The Advocate reported (https://bit.ly/1OyhD07). Twenty-five percent were considered passive.

The score is derived from the percentage of people saying they’d recommend CATS, minus the percentage of CATS detractors.

The four previous surveys, which began in March 2014, showed net promoter scores of 3 percent, 19 percent and most recently negative 11 percent. The last survey was blamed on employee demonstrations and picketing against management during a feud that occurred around the same time the survey was distributed.

“We are pleased to see that our investments in improving both bus service and customer service over the course of this year have resulted in significant improvement in overall rider satisfaction,” CATS CEO Bob Mirabito said in a statement. “We strive each day to find ways to better serve this community, and we will continue to prioritize improvements that will help our riders.”

The system’s lowest satisfaction marks came from bus service. Forty percent of respondents say they were satisfied that the buses arrive on time, and 49 percent were satisfied with the number of buses on the roads.


Information from: The Advocate, https://theadvocate.com

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