Results of a recent customer satisfaction survey show that an overwhelming majority of bus riders in Orange County are pleased with the fixed-route bus service that transports nearly 1 million people each week to work, home, and retail and entertainment destinations countywide.
The 2014 Fixed Route Bus Service Customer Satisfaction Survey indicates that 90 percent of bus riders say they are satisfied with OCTA’s bus service.
Every three years, OCTA completes a customer satisfaction survey to measure how it is serving riders. More than 2,500 bus riders from a variety of routes were surveyed. They were allowed to complete the written survey in English, Spanish or Vietnamese. Among the findings:
• Nearly half indicated that OCTA’s fixed-route bus service had improved during the last 12 months, and about 40 percent indicated it remained the same.
• When asked to rate their satisfaction with various aspects of the bus service, the highest level of satisfaction (86 percent) were riders who said they were satisfied with the proximity of their bus stop to their final destination. Bus driver courtesy ranked a close second with 84 percent saying they were satisfied, and 83 percent saying they were satisfied with safety on the bus.
• 81 percent said they were satisfied with the driver’s knowledge of the service, while 81 percent also said they were satisfied with the cleanliness of the bus.
• At least three-quarters of riders indicated they were satisfied with information provided in the Bus Book (78 percent) and on the octa.net website (77 percent).
When asked to rate the importance of various aspects of the bus service, riders indicated that buses running on-time is the most important (94 percent rated as extremely or very important), followed by safety of the bus (92 percent), safety of bus stops (92 percent) and travel time for their trip (91 percent).
