Overall Survey Results:


PATCO Communications


Text Block:
As the new PATCO general manager, I believe the best customer service emerges from an on-going conversation between passengers and the people who serve them. I'd like to take a little time to understand the terms of our conversation: How should I reach out to you? What are the most convenient ways for you to reach out to me? And how I can I make sure we're hearing each other?
This brief survey will help me and the rest of the PATCO team make certain we're hearing you and meeting your needs as effectively as possible. We hope you'll take a few minutes to respond.
Thank you for your time, and thank you for riding PATCO.
Sincerely,
John Rink
 
 
1Where do you get most of your information about PATCO? (Please select all of the responses that apply.)
 
 
Answer
0%100%
Number of
Responses
Response
Ratio
PATCO website
   
239 81.2%
Local newspapers
   
37 12.5%
Local advertisements
   
7 2.3%
Social media (Facebook, Twitter, You Tube, Google+, etc.)
   
30 10.2%
PATCO timetables
   
87 29.5%
Smartphone application(s)
   
17 5.7%
Television
   
20 6.8%
Radio
   
22 7.4%
Word of mouth
   
47 15.9%
Transit magazines / publications
   
9 3.0%
Advertisements in PATCO stations
   
121 41.1%
Advertisements in other transit stations
   
4 1.3%
Other
   
64 21.7%
 Totals294100%
2How would you prefer to get most of your information about PATCO? (Please select all of the responses that apply.)
 
 
Answer
0%100%
Number of
Responses
Response
Ratio
PATCO website
   
218 74.1%
Local newspapers
   
38 12.9%
Local advertisements
   
15 5.1%
Social media (Facebook, Twitter, You Tube, Google+, etc.)
   
52 17.6%
PATCO timetables
   
52 17.6%
Smartphone application(s)
   
87 29.5%
Television
   
36 12.2%
Radio
   
35 11.9%
Word of mouth
   
8 2.7%
Transit magazines / publications
   
18 6.1%
Advertisements in PATCO stations
   
119 40.4%
Advertisements in other transit stations
   
9 3.0%
Other
   
85 28.9%
 Totals294100%
3Which of the following communication devices do you own or regularly use? (Please select all of the responses that apply.)
 
 
 
Answer
0%100%
Number of
Responses
Response
Ratio
Cellphone
   
122 41.9%
Smartphone (For example: iPhone, Android phone, Blackberry, other computer phone)
   
177 60.8%
Tablet computer (iPad, Kindle Fire, other touch-screen computer pad)
   
78 26.8%
Personal computer
   
243 83.5%
Other
   
4 1.3%
 Totals291100%
4Which of the following interactive communication devices do you regularly carry with you on the PATCO train? (Please select all of the responses that apply.)
 
 
 
Answer
0%100%
Number of
Responses
Response
Ratio
Cellphone
   
118 41.5%
Smartphone (For example: iPhone, Android phone, Blackberry, other computer phone)
   
179 63.0%
Tablet computer (iPad, Kindle Fire, other touch-screen computer pad)
   
49 17.2%
Personal computer
   
16 5.6%
Other
   
7 2.4%
 Totals284100%
5How would you prefer to contact PATCO? (Please select all of the responses that apply.)
 
 
Answer
0%100%
Number of
Responses
Response
Ratio
Email through the PATCO website
   
209 71.3%
Through Social media (Facebook, Twitter, You Tube, Google+, etc.)
   
41 13.9%
Direct email
   
113 38.5%
Through the U.S. Mail
   
9 3.0%
Through a PATCO smartphone application(s)
   
99 33.7%
A telephone call to a customer service representative
   
123 41.9%
Face-to-face contact with a customer service representative
   
65 22.1%
Other
   
5 1.7%
 Totals293100%
6Would you be willing to participate in regular customer service surveys?
 
 
Answer
0%100%
Number of
Responses
Response
Ratio
Yes
   
272 92.2%
No
   
19 6.4%
No Responses
   
41.3%
 Totals295100%
7In what format would you be most likely to participate in a PATCO customer service survey?
 
 
Answer
0%100%
Number of
Responses
Response
Ratio
An online survey accessed through the PATCO website
   
237 80.3%
An online survey accessed through a PATCO smartphone application
   
35 11.8%
A paper survey dropped on PATCO rail car seats and returned to marked receptacles in stations
   
16 5.4%
A random survey research call from PATCO to residents of South Jersey
   
2 <1%
No Responses
   
51.6%
 Totals295100%
8Would regular PATCO customer service surveys be beneficial?
 
 
Answer
0%100%
Number of
Responses
Response
Ratio
Yes. It's important for PATCO to get regular customer feedback.
   
111 37.6%
Yes, but only if PATCO management acts on customer feedback.
   
169 57.2%
No. I'm too busy to participate in surveys.
   
2 <1%
No. Big organizations don't really care what I think. They just go through the motions.
   
3 1.0%
I don't know.
   
5 1.6%
Other
   
4 1.3%
No Responses
   
1<1%
 Totals295100%
9If PATCO conducted regular customer surveys, would you want to know the results of those surveys?
 
 
Answer
0%100%
Number of
Responses
Response
Ratio
Yes, I'd like to see them posted on the PATCO Internet site.
   
204 69.1%
Yes, please blast email them to me.
   
49 16.6%
Yes, I'd like to get them on a PATCO smartphone application.
   
12 4.0%
Yes, please post them in PATCO stations.
   
23 7.7%
No
   
2 <1%
I don't know.
   
2 <1%
Other
   
3 1.0%
No Responses
 
00.0%
 Totals295100%