No Subject

["Stesney, John" <StesneyJ@mta.net>]

This is my first posting on this list. I apologize for any faux pas in
advance.

I work for the well-known Los Angeles County MTA.  We operate transit
service, fund other transit operators, and fund all manner of transportation
projects, from street improvements, to HOV lanes, to bike paths, to freeway
sound walls.

I'm part of a project where the agency is supposed to increase its
customers' satisfaction by 10% in the next three years.  Measuring transit
users' satisfaction and even the general public's satisfaction produces no
particular challenges for us (on the technical level at least).  My problem
is, the agency brass also want us to define all the government agencies who
deal with us as customers too; measuring THEIR satisfaction isn't nearly so
easy as doing some random digit dialing, or recruiting riders on a bus.  

What are accepted schemes for segmenting our classes of government
customers?  How do we define our sampling universe for each?  What
dimensions do we measure?  Are we giving entities who fight with us over
money a cudgel with which to pummel our staff?   

I know someone must have done these kind of measurements before, although
perhaps not in a transportation planning/implementation environment.  Any
good examples out there?

Thank you for your assistance.  Sincerely, 

John Stesney
Transportation Planning Manager III
Metro Systems Integration
Los Angeles County Metropolitan Transportation Authority
(213) 922-6893
(213) 922-2868-fax
stesneyj@mta.net
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