Introduction

Dear Customer,

NFTA would like to know what you think of PAL service in Buffalo. For example, is it easy to schedule your trip? Is the service usually on time? Are the vehicles clean?

We are interested in your replies regarding your current use of the service, whether you use the service frequently, occasionally, or even if you hardly ever use the service.

As a reminder, paratransit is the comparable transportation service required by the Americans with Disabilities Act (ADA) for individuals with disabilities who are unable to use fixed route transportation systems.

There are 21 statements below, and we would like to know whether you agree or disagree with each of them. There are also a couple questions on overall satisfaction and priorities and several demographic questions about yourself. At the end of the survey, we will ask about some COVID-specific aspects of using paratransit and about your previous and future use of paratransit. Please complete the survey only once.

This survey is being conducted by many other transit agencies across the country, so that they can find out what their passengers think of the service they provide. Where possible, these cities will compare the results of the surveys, so that they can learn from each other and work toward giving you even better service.

Your information and your responses will remain confidential and will not be used for any other purpose.

Thank you for completing our survey.


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