Schuylkill Transportation System (STS) surveyed the riders of their fixed route bus service over the period October 14, 2019 to October 21, 2019. The survey is based on a standard survey developed by the Pennsylvania Department of Transportation (PennDOT) and consists of 15 questions. The first question is a multipart question which asked respondents to rate overall satisfaction with STS’s service and the agency’s performance in 19 areas. STS included 1 custom question on their survey to assess rider usage of social media. In preparation for the survey, Data Centric Services (DCS) worked with STS to establish the survey collection targets for each route and to develop an implementation plan designed to ensure the targets were achieved. STS staff distributed the survey to riders and returned the completed surveys to DCS for processing and analysis. A summary of the results is provided here.
A total of 308 completed surveys were collected. Based on the results of the survey, the total number of unique STS riders is estimated to be between 500 and 1,100 and the margin of error is less than 4.7%, meaning that the survey results reflect the complete population of riders to within +/-4.7%. In addition to evaluating the results of the survey, a trend analysis was performed by comparing STS’s 2017 and 2019 survey results.
For the purposes of analysis, the questions were divided into three categories: rider satisfaction, rider characteristics and patterns in service usage. In cases where a question could fit into multiple categories, it was included in the category deemed to be the best fit.
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