Case Study: Rochester Genesee Regional Transportation Authority improves rider satisfaction measurement with Level 7 Market Research

Rochester Genesee Regional Transportation Authority tracks rider satisfaction over 5 years with Level 7 Market Research

The Rochester Genesee Regional Transportation Authority (RGRTA) needed to partner with a market research firm to conduct long-term customer satisfaction surveys and track the results over five years. This was especially critical as the authority was preparing to launch a major system-wide redesign. RGRTA had been relying on a fluctuating Net Promoter Score and was unsure how to effectively improve its customer experience metrics, presenting a challenge for Level 7 Market Research.

Level 7 Market Research developed a new, actionable customer satisfaction index to replace the sole reliance on NPS. This new metric incorporated key factors like on-time arrival scores, loyalty, and company culture. The solution provided by Level 7 Market Research gave RGRTA a clear pathway to increase rider satisfaction, and the ongoing quarterly findings were used to directly inform the marketing and communications for the authority's new Reimagine RTS initiative.

Rochester Genesee Regional Transportation Authority