Metro Paratransit Customer Satisfaction Survey

Tell Us About Your Paratransit Ride!
Metro is continuously working to improve the paratransit experience. Please let us know how your rides are going.

What’s not working? What can we do to improve? Is there anything else we should know?

This survey should not be considered a scientific survey, but a way to gather feedback so that we can keep working on making the system better. Your responses can be completely anonymous.

You can also provide feedback at anytime by:
• Calling (608) 266-4466
• Emailing mymetrobus@cityofmadison.com
• Filling out an online form at MyMetroBus.com/Feedback

1.How long have you been a Metro Paratransit customer?

Less than 1 year

1-5 years

5-10 years

10+ years

2.Customer Service staff are helpful, courteous, and professional.

3.Customer Service answers my calls in a reasonable amount of time.

5.The vehicles are clean on both the inside and outside.

9.My Metro Paratransit ride arrives on time (within the pickup window).

10.If my Metro Paratransit ride arrives late, it arrives:

11.Has Metro Paratransit ever failed to pick you up for a scheduled ride in the past year?

12.The amount of time I spend traveling in the vehicle is reasonable.

14.I am provided with the level of assistance required for my ride.

If the assistance provided did not meet your needs, please describe:

15.How would you prefer to schedule your trips?

Over the phone with a live customer service representative

Online

Both (phone & online)

Other (please specify)

16.Metro Paratransit is available when I need it.

If you answered "Strongly Disagree" or "Disagree," please explain:

18.What other transportation services do you use in Dane County, if any? (Multiple answers allowed.)

Other (please specify)

19.If you had to pick one thing to improve the overall customer experience on Metro Paratransit, what would that be?

22.What is your preferred method of communication for receiving updates on Metro Paratransit services?

Email

Website

Social Media

Postal Mail

Other (please specify)

23.I would like to be contacted to further discuss additional comments and/or concerns I have with the Metro Paratransit service.

No

Yes

If you answered "Yes," please provide your full name, contact information, and the best time for us to contact you.

24.What else would you like to share about your ride experience?