Customer Satisfaction Surveys
Pace Triennial Fixed Route
Customer Satisfaction Survey
Positive Rider Survey Results Will Guide Pace’s Priorities
Last year, Pace conducted its triennial Customer Satisfaction Index (CSI)
survey of fixed route bus service users. This comprehensive research study gathers
a wealth of information on the agency’s customers, including what they like
and suggested areas of improvement. The information is used to guide some of
Pace’s future priorities. The CSI was implemented in 1997 as a way for Pace
to chart performance as identified by customers using fixed route services.
Responses are analyzed to determine how to best make changes that will increase
In 2011, 9220 surveys were collected, and a number of interesting statistics
were found. For instance, Pace’s largest market, at 43%, is people traveling
suburb-to-suburb. Close behind are the suburb-to-city riders at 38%. Reverse
commuters travelling from Chicago to the suburbs comprise 19%. Nearly 25% of
respondents have been Pace riders for ten years or more. 48% have been riding
for up to four years, since gas prices (and Pace ridership) spiked to near all-time
The survey found an overall 90% satisfaction rate for the agency. Some of
the high ratings came in the areas of safe driving, buses being in good working
order, and the ease of understanding routes and schedules. Passengers also felt
that Pace offers a great value for the fare charged.
Consumers say Pace schedules easy to read, but need to know
where to get them
Over ninety-one percent of riders surveyed in the recent Pace Customer Satisfaction
Index (CSI) survey said they were satisfied with the ease of understanding schedules
and routes and 86% were satisfied with the accuracy of schedule and route information.
Pace has been working to simplify schedules and maps and was pleased to see
these high scores. However, riders had lower satisfaction rates for the availability
of schedule and route information (84%) and notification of service changes
Pace works hard to keep riders informed and has added new ways for riders
to access important information how and where they want to.
Last year, the agency launched a pre-recorded phone line, updated twice monthly,
to announce important updates and information. The phone line is particularly
helpful to those without access to a computer or who have visual impairments
that make it difficult to read notices on board vehicles. It’s available 24
hours a day at (847) 228-2322, and covers updates to fixed route service, ADA
paratransit, the RideShare and vanpool programs, and other agency information.
Riders should also consider these other ways to get Pace information:
- Look and listen for on board notices, newsletters, and audio announcements
- Visit PaceBus.com
- Sign up for Pace’s bi-monthly E-Newsletter by emailing a request to firstname.lastname@example.org
- Sign up for email and text alerts on the Pace website
- Like Pace Suburban Bus on Facebook
- Follow @pacesuburbanbus on Twitter
- Subscribe to Pace Suburban Bus’ You Tube channel
- Sign up for RSS feeds on Pace webpages
- Request schedules from Pace Customer Relations at (847) 364-7223,
- Many libraries and municipal centers also carry Pace schedules
Riders and Pace agree on our most valuable asset - our bus
The results of the most recent triennial Customer Satisfaction Index (CSI)
survey reinforces what Pace has known all along - our bus operators (drivers)
are our most valuable asset. Riders surveyed were overwhelmingly satisfied with
the performance of Pace bus operators, especially when it comes to safe driving
where 93% of riders were satisfied.
This year, Pace honored twenty-five Pace bus operators who received Million
Miler awards for their commitment to safe driving and excellent service. The
annual award, a program of the National Safety Council, recognizes professional
drivers who have gone 12 and one-half years without a preventable accident,
estimated to be equivalent to one million miles. “Bus operators have a hard
job and often face difficult situations, but these men and women have proven
their ability over time to provide outstanding safety and service to customers,”
said Pace Chairman Richard Kwasneski.
Twenty operators received Million Miler awards, and five others received
Two Million Miler awards for reaching 25 years without a preventable accident.
The 25 drivers have a combined total of 525 years of experience with Pace. The
safe driving mileage for which they’ve been honored totals over 30 million miles–
sufficient to circle the Earth more than 1,200 times at the Equator. A total
of 513 Pace drivers have achieved Million Mile status or higher, with 196 of
them still active.
See More Results
Click here to see more results
from the 2011 Fixed Route CSI Survey.
RTA Regional Survey Results Available
The RTA’s first regional Customer Satisfaction Survey (CSS) results are now
available. The report revealed that customers overall were highly satisfied
with the services provided both at the regional and service board level.
Approximately 91% of survey respondents said they would recommend the transit
system to others. Additionally, 83% said they are satisfied with service overall
that is operated by the Chicago Transit Authority, Metra and Pace.
The survey was conducted by Resource Systems Group that involved surveys
being administered onboard buses and trains and through e-mail. Over 33,000
people were surveyed across the region. Download the regional customer satisfaction
survey report at RTAChicago.com.