Web-Based Survey Techniques (2006) / Chapter Skim
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Pages 38-46
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From page 38... ...
Various themes described in earlier chapters are repeated and can be understood in a real-world context. NJ TRANSIT RAIL ePANEL The benefits of using web-based longitudinal panels for customer satisfaction studies can be clearly seen based on the experience of such a study for NJ TRANSIT's rail customers.
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From page 39... ...
The study provided the ability to segment the customer satisfaction measures based on different train lines, destination markets, customer demographics, stations, etc. NJ TRANSIT's ePanel was designed to answer the following specific questions about commuter rail customers on a continuing basis: • What are the trends in customer satisfaction and what factors influence these trends?
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From page 40... ...
. 40 FIGURE 21 Map search screen in NJ TRANSIT Rail ePanel survey.
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From page 41... ...
Respondents were focused on the change in service, reducing the random error in the measurement of this change. Drill Down Questions "Drill downs" are open-ended questions that were asked to determine the reasons for a respondent's change in FIGURE 22 Schedule page in NJ TRANSIT Rail ePanel survey.
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From page 42... ...
If there were fewer than 10 differences 42 (i.e., if the respondent did not change their answer in 10 or more questions from their previous survey) , then only those differences that did exist for that respondent were shown.
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From page 43... ...
METROLINK RIDER POLL, LOS ANGELES, CALIFORNIA The Southern California Regional Rail Authority's Metrolink Rider Poll is comprised of Metrolink riders who have volunteered to participate in a longitudinal research panel. The Metrolink Rider Poll, which was created in 2001, tracks Metrolink customer satisfaction and travel behavior through several survey waves over time, utilizing both web-based and telephone methods of data collection.
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From page 44... ...
TriMet originally intended to have the survey appear or pop up automatically when a user of the website exited the Interactive Map page, but was unable to implement this owing to the additional technological and logistical constraints. For future surveys, TriMet will maintain the static web link, which leads
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From page 45... ...
Lastly, although the TriMet Interactive Map study did result in an initial look at customers' experience using the Interactive Map, it was recommended that TriMet undertake an in-depth study. FIGURE 25 Sample screenshots from the Metrolink rider poll online survey (Southern California Regional Rail Authority)
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From page 46... ...
46 FIGURE 27 TriMet Interactive Map screen shot.
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