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.
VP Public Affairs - IndyGo
MS – Strategic Leadership and Design – University of Indianapolis | August 2020