Service_Quality_Monitoring_-_Questions.docx
DOCX document 24 KB Posted
- Attached to
- Service Quality Monitoring - Secret Shopper
- Solicitation number
- 128-2023
- Issued by
- Hamilton County, Cleveland City, Ohio
About this file
The document is a comprehensive Service Quality Monitoring secret shopper evaluation template from the Southwest Ohio Regional Transit Authority (SORTA), designed to systematically assess transit service quality across multiple performance dimensions. The template provides a detailed checklist for evaluating bus operator performance, including categories such as driving skills, safety observations, passenger relations, bus stop information, ADA compliance, and overall bus condition. The evaluation covers critical metrics like schedule adherence, fare collection, operator appearance, vehicle maintenance, customer service interactions, and operational safety protocols.
The secret shopper evaluation form is structured to capture granular data across diverse performance areas, with specific scoring criteria for each section. Evaluators are instructed to document observations related to operator behavior, vehicle condition, stop facilities, accessibility features, and passenger experience. The comprehensive nature of the document suggests SORTA is seeking to maintain high standards of transit service through rigorous, third-party monitoring that examines operational details ranging from driving technique and safety practices to customer interaction and vehicle cleanliness. The form provides space for both quantitative assessments and qualitative comments, enabling a holistic review of transit service quality.
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Other files
| File | Type | Posted |
|---|---|---|
| Service_Quality_Monitoring_-_Secret_Shopper.pdf | ||
| General_Terms_and_Conditions_-_No_Federal_Funding.docx | DOCX document |
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Text version
128-2023 Service Quality Monitoring - Secret Shopper Items/Areas To Be Evaluated
Date shop performed?
Day of the week?
Bus & General Information Block Number Vehicle Number Weather Conditions Road Conditions Please write down comments regarding the operators appearance:
Scheduling/Trip Information Departure Location Scheduled Departure Time Actual Departure Time Departure timing (On-Time being withing 5 minutes after scheduled time) Arrival/Deboarding Location Scheduled Arrival Time Actual Arrival Time Arrival Timing Please write down comments regarding the operator’s schedule adherence during your trip:
Fare Purchase Which fare media as attempted?
Was the fare media valid?
Did you receive a free ride or notice anyone receiving a free ride?
Please write down comments regarding fare collection during your trip:
Driving Skills Were the accelerations and stops done smoothly?
Did the Operator use a safe speed while driving?
Did the Operator use both hands while driving?
Did the Operator maintain proper lane clearance?
Did the Operator use a safe following distance?
Did the Operator obey caution lights?
Did the Operator obey stop signs/stop lights?
Did the Operator use interior/exterior mirrors?
Did the Operator look left/right at intersections?
Did the Operator maintain proper curb distance?
Did the Operator make legal turns only?
Please write down comments regarding the driving skills observed during your trip:
Safety Observations Did the Operator use the seatbelt?
Did the Operator use caution near pedestrians?
Did the Operator use caution near school zones/buses?
Did the Operator use caution near emergency vehicles?
Were there passengers beyond the standee line prior to acceleration?
Was the door kept close while moving?
Was the Operator’s attention focused on driving?
Did the Operator avoid extensive conversation?
Did the Operator refrain from drinking/eating while driving the bus? (Answer YES if you did not witness the operator drinking/eating) Did the Operator refrain from using a mobile phone/Bluetooth while operating the bus?
Did the Operator use a radio or headphones while driving?
Please write down comments regarding safety observations during your trip:
Bus Stop Information (Facilities) Was the stop where you boarded at clean and safe?
If there was a shelter at the bus stop was it clean and in good repair?
If there was a bench or seating was it clean and in good repair?
Was the lighting at the bus stop adequate?
Was the stop that were you exited the coach clean and safe?
If there was a shelter at the bus stop was it clean and in good repair?
If there was a bench or seating was it clean and in good repair?
Was the lighting at the bus stop adequate?
Please write down any comments that you may have regarding bus stops during your trip:
Bus Stop Information Did the operator use signals when entering and exiting bus stops?
Did the operator pull into the stop/curb properly?
Did you observe any passengers being passed up or left?
Was the appropriate speed used when entering the stop?
Did the operator stop at all requested stops?
Did the operator make authorized stops only?
Please write down any comments that you may have regarding bus stops during your trip:
Passenger Relations How would you rate the operators customer service?
Did the operators greet passengers upon boarding?
Did the operators answer questions clearly?
Did the operator offer special assistance when needed?
Please write down any comments that you may have regarding passenger relations during your trip?
Bus Information Was the exterior of the bus clean?
Was the paint on the bus in good condition?
Were the seats clean?
Were the floors clean?
Were the windows clean?
Was the destination sign correct?
Was the temperature comfortable?
Please write down any comments that you may have regarding the cleanliness and appearance of the bus during your trip?
ADA Information Were ADA Announcements made?
Were the announcements made that were audible from the outside of the bus?
The external announcements were made by:
Was the wheelchair accessible ramp needed?
Was the ramp operable?
If the ramp was inoperable, was it reported?
Was the kneeler used?
If the kneeler was need or requested was it deployed?
Did you or did you witness someone else board the bus on a mobility device?
Did the driver offer a seat belt , if requested by rider?
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