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Independent survey of HART bus riders says 80% are satisfied customers

in The Bay and the 'Burg/Top Headlines by
Public bus riders are pretty darned satisfied with the service get in Hillsborough County.
That’s according to a study presented to the Hillsborough County Regional Transit (HART) agency on Monday. Specifically, more than 80 percent of customers expressed overall satisfaction with HART service. And the percent of customers who feel that the agency’s service has improved over the past year increased by 21 percent in one of two separate studies undertaken.
Last summer, HART contracted with the Tampa-based TransPro Consulting to gather on-board customer satisfaction surveys to assess rider’s needs and get a better perspective of his its performing in the eyes of the riding public. TransPro conducted two “waves” of surveys in 2015, one in August, the second in December, speaking to 519 riders both times, for a total of 1,038.
Mark Aesch, Trans Pro’s CEO, told HART board members on Monday that HART has a “very loyal customer base,” with 77 percent of the riders surveyed in December as riding five days a week, which he called “disproportionately higher than the industry norm.”
TransPro interviewed HART riders last August and December, and reported the findings separately. One negative note: while over 80 percent of riders surveyed in August said they were satisfied with the frequency of how often buses came, only 65 percent did in December.
Also, 77 percent of riders felt that trip times were reasonable.
And the survey shows that there could be some improvement in customer service relations. Barely more than half – 52 percent of riders – said that when they contacted HART customer service, their calls were promptly returned.

However, of the nearly 30 percent of customers that have contacted HART customer service in the past 3 months, 82 percent felt that their issue was resolved.



Mitch Perry has been a reporter with Extensive Enterprises since November of 2014. Previously, he served as five years as the political editor of the alternative newsweekly Creative Loafing. He also was the assistant news director with WMNF 88.5 FM in Tampa from 2000-2009, and currently hosts MidPoint, a weekly talk show, on WMNF on Thursday afternoons. He began his reporting career at KPFA radio in Berkeley. He's a San Francisco native who has now lived in Tampa for 15 years and can be reached at

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