Customer Satisfaction Measurement

The Washington Metropolitan Area Transit Authority (WMATA) is seeking a contractor to measure and track customers' overall satisfaction with Metrorail and Metrobus services. The contractor will survey customers to gather feedback on various aspects of the customer experience, including wait times, crowdedness, cleanliness, safety, accuracy of information, and customer support services. The purpose of collecting these inputs is to track Metro's performance and inform its ongoing efforts to improve the customer experience. Key aspects of the job include: • Surveying customers to gather feedback on their experience with Metrorail and Metrobus services • Tracking and measuring customer satisfaction with various aspects of the service • Providing feedback to WMATA to inform its efforts to improve the customer experience • Potential project duration of around 1 year, although the exact duration is not specified