Local, regional and paratransit services score big with Cherriots customers

Recent survey shows outstanding satisfaction ratings among riders

Results from an independent customer satisfaction survey show that riders give Cherriots, the local, regional and paratransit service provider, high marks across the board.  The survey found an impressive Net Promoter Score (NPS) of 55, far surpassing the national average NPS of -21 for public transit agencies. The NPS measures customers' willingness to recommend a company's products or services.

"We're excited and humbled that our customers appreciate the commitment to quality and service excellence that our team brings to work every day," said General Manager Allan Pollock. "These stellar ratings validate the hard work of our dedicated employees."

Key findings from the survey include:

• 83% of riders feel safe traveling on Cherriots buses
• 77% say buses are clean and well-maintained
• 92% believe Cherriots provides valuable transportation services to the community
• 80% indicate bus drivers are courteous and helpful

ETC Institute, based in Kansas, conducted the survey with a sample size of 400 customers who ride local and regional bus routes. In addition, ETC Institute conducted a survey of more than 200 paratransit riders. The Cherriots LIFT service is for individuals who are not able to access the fixed-route service. This survey generated a net promoter score of 65.

Some other highlights from that survey include:

• 92% are satisfied with the overall quality of the Cherriots LIFT service
• 58% use the service to access health care
• 95% feel safe when riding the vehicle
• 97% say LIFT operators are friendly and helpful

Operating 362 days a year, Cherriots aims to provide safe, affordable and sustainable transportation options to the communities it serves. Cherriots assures people get to jobs, schools, and essential services, ensuring community mobility and economic vitality.

Formed in 1979, the Salem Area Mass Transit District, is a municipal corporation covering 76 square miles in the Mid-Willamette Valley between Portland and Eugene. Locally known as Cherriots, the district provides service to more than 500,000 residents in Marion and Polk counties. Annually, the transit district provides approximately three million passenger trips.