SURVEYS on... quality / satisfaction

Customer Satisfaction Survey of Segovia’s urban transport service

Year: 2020

Mode: urban buses

Client: Ayuntamiento de Segovia


This is a research consisting of a survey of the perception of the service by regular users of urban buses in Segovia, in order to know their degree of satisfaction with the services provided and the strengths and weaknesses of the system in order to improve those aspects necessary to offer users a higher quality service.

Job description:

The work developed by ABACO consists of carrying out surveys on the perception of the service by users, through the application of pre-established questionnaires in which different aspects are evaluated, such as accessibility, time, comfort, information, etc. These questionnaires have been used in recent years, in order to be able to compare results.

The surveys are mainly carried out on board the buses, in the 12 existing lines, although some pollsters are also placed in different stops. The work is carried out in five working days, between 7:30 and 22:30 hours and around 1,700 surveys are conducted.

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