CAT Cumberland County Rider Satisfaction More than 90%

(Harrisburg) – A Capital Area Transit (CAT) on-board survey of 187 individual riders on ten Cumberland County routes, over a three-day period last week, found an overall rider satisfaction rate of 92.27%, according to Robert Philbin, director of planning, customer experience & public information.

“CAT customer experience is very positive all across Cumberland County,” Philbin said today. “The survey addressed customer experience indicators such as driver etiquette, bus cleanliness, and route satisfaction,” he said.

Driver politeness ranked very high with 98.37% of riders rating CAT drivers as “polite or very polite,” while 85.71% rated CAT drivers as ‘helpful’.”  The survey found Cumberland County riders are comfortable on CAT buses, with a 95.05% positive rating for overall bus cleanliness, and more than 90% rider route satisfaction.  “We’re gratified with the survey results,” Philbin said.

The survey included the Shippensburg express route, but not the newly instituted Carlisle Circulator service which will be surveyed in early June.

The May CAT Cumberland County Customer Satisfaction Survey is available online here:

Also, a series of CAT Connect public engagement meetings are being scheduled across Cumberland County this month to gather public input as part of an overall CAT system service review according to Bill Jones, general manager.

“We are looking at the transit system, community by community,” Jones said,  “to make certain CAT is fulfilling its mission of improving the quality of life in Central PA by providing comprehensive public transportation services.”

Celebrating its 40th Anniversary, CAT was incorporated in 1973 when Cumberland County and Dauphin County Commissioners and the City of Harrisburg organized Capital Area Transit to provide mass transit fixed-route and Paratransit shared-ride services, which today conveniently and safely transports about 3 million riders a year in the thousand square mile capital region.

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