Request #20-708

Dear Colleagues,

My name is Bryan Luellen, Vice President of Public Affairs at IndyGo in Indianapolis. I am currently working on my graduate degree, and I am studying methods to transform customer satisfaction data into weighted criteria for decision-making.

My vision is to create a model for new business processes that rely on quantitative customer satisfaction data to help prioritize projects, service quality improvement efforts, infrastructure, and technology investments.

I am writing to request access to public information which will further my studies and contribute to the public transportation industry through novel applications of decision theory.

Has your agency conducted a customer satisfaction survey within the last ten years?

If so, please consider this a request for the following information:

• A copy of any broad-based customer satisfaction questionnaires distributed to customers in your market by your agency
• The compiled raw data of the responses, tabulated by discrete survey effort
• Any copies of final reports, executive summaries, etc. for each survey

Additionally, I am seeking qualitative data regarding the context of your agency's customer satisfaction survey efforts. Specifically, I'd like to know to what extent your agency uses formal or informal decision-making practices which rely on customer satisfaction data. I will be scheduling short interviews with transit agency staff with the aim of completing these interviews by the end of June 2020.

I will make all of my research available to anyone who requests it.

Thank you in advance for your willingness to participate in research, which I hope will improve alignment of transit agency decision-making with customer priorities. Please reply to this post, email, or call me with any information, or to schedule a call.


Bryan Luellen
VP Public Affairs - IndyGo

MS – Strategic Leadership and Design – University of Indianapolis | August 2020


June 6, 2020 via web


Public Records Requests





Point of Contact


Request Published Public
June 10, 2020, 1:04pm
Request Closed   Hide Public

We have released all of the records that meet your request in accordance with the California Public Records Act.

Metro's NextRequest (Public Records Tracking System) is maintained in compliance with Metro's records retention policy and records schedule. Requests and attachments will be removed from this system according to Metro’s records retention schedule.  This is to maintain the consistency and integrity of the records management program, as well as the utility of this system.

 If applicable, please note:

  • Email messages/mailbox files will be deleted 1 Month after request closure.
  • Videos are not hosted here. DVDs not retrieved by requestors will be destroyed 2 years after request closure.
  • The records requests themselves and any attachments will be deleted 3 Years after request closure.

If records are made available, please make sure you access/download/pick-up the records as soon as possible.  System records will be removed automatically at their expiration periods. Use of this system is not intended to extend or reduce Metro's adopted retention schedule time periods.

You may contact me at if you have any questions related to this public records request.


Charlene Williams
RIM Analyst
Records and Information Management

June 10, 2020, 1:04pm
Document(s) Released to Requester Public
CustSat Results FALL 19.xlsx
F19 Bus Instrument.docx
F19 Rail Instrument.docx
On-Board Survey Fall 2019 Infographic.pdf
June 10, 2020, 1:03pm
Department Assignment Public
Added: Public Records Requests.
June 8, 2020, 11:31am
Request Opened Public
Request received via web
June 6, 2020, 1:17pm