The annual COMET Customer Satisfaction Survey (CSS) has gone live! 24 COMET metros are surveying their customers from 28th March to 1st May on multiple service quality areas relevant to satisfaction with metro services. Metros will be publicising the survey using their own channels and platforms.
The extent to which organisations meet their customers’ expectations is an important indication of their success and sustainability, but customer satisfaction is traditionally difficult to benchmark and compare. The COMET Customer Satisfaction Survey does not directly compare overall satisfaction between organisations in different cities, but instead allows operators to understand their relative performance compared to other metros in meeting their own customer expectations in multiple service quality areas. The first Customer Satisfaction Survey took place in the International Bus Benchmarking Group (IBBG) in 2009 and was later introduced into three other benchmarking groups including COMET. An academic paper by Mark Trompet et al describes the CSS methodology in detail.