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Welcome to the Customer Satisfaction and External Communications Measures group. This page is intended to provide a forum for practitioners that are interested in performance measures related to customer satisfaction and external communication measures. We’d like the forum to not only include info about measures themselves, but also examine approaches and work products that effectively communicate about performance measures broadly. The forum is here to share knowledge, experience and research with each other. We hope you make the most of this opportunity to share your ideas and even your failures so that we can all benefit from our collective experiences.

 Archived Discussions

Public Performance Certificate program at Rutgers03/3/2010 1:08 PMDaniel Fodera
Customer Satisfaction and Road Maintenance15/19/2009 9:14 AMRon Kaufman

 Archived References

Grading the States 20083/5/2008 9:08 AMConnie Yew
2006 BART Customer Satisfaction Survey3/26/2007 7:45 PMRobert Lockhart
BART Key Market Segments12/7/2006 2:56 PMRobert Lockhart
BART Customer Satisfaction Survey Report4/26/2006 8:27 PMRobert Lockhart
Agency Blogging4/14/2006 8:09 PMRobert Lockhart
BART Customer Satisfaction Survey Questionnaire2/9/2006 5:10 PMRobert Lockhart
FHWA Traveler Opinion and Perception (TOP) Survey2/8/2006 9:34 AMConnie Yew
FHWA Public Opinion Survey1/16/2004 1:07 PMConnie Yew
Serving the American Public: Best Practices In Performance Measurement1/8/2004 6:33 PMJoe Zietsman
TCRP Report 88: A Guidebook for Developing a Transit Performance-Measurement System (2003). 12/18/2003 2:53 PM
Washington Department of Transportation: Measures, Markers and Mileposts. 12/18/2003 11:23 AM
Implementing Performance Measures for Transportation System Users and Investors in California: Report of a Conference (April 1999)12/18/2003 10:31 AM

 Topics Navigator

Case Studies and Research
arrowCustomer Satisfaction and External Communications Measures
Customer Satisfaction Measures
Economic and Freight Measures
Environmental and Sustainability Measures
Measurement Tools Techniques Methodologies and Data
Organizational Performance Measures
Performance Management
Performance Measurement of Freight and Private Sector
Safety Performance Measures
System Operations and Reliability Measures
System Performance Measurement
System Preservation Measures