Customer Satisfaction Measurement

Customer satisfaction begins with a positive attitude and requires the conscientious delivery of high-quality services and products. There’s no mystery here – customers want to be treated fairly and professionally.

The SIMON and SIMON research-driven approach to customer satisfaction includes longitudinal on-board, bus stop, station surveys and mystery rider programs to identify service strengths and weaknesses and overall rider perceptions. We provide insights to enhance and expand service, and monitor performance over time to determine the effect of training programs and specific management initiatives. In this way, we provide managers the solid tools and data they need to improve and grow their operations.

Mystery Rider Programs

SIMON and SIMON Resources, Inc. has been conducting mystery rider programs, in the United States and Canada since 2001. Our programs get results. They assist transit systems in identifying and correcting problem areas and overall operational improvement. We offer customized programs and reporting according to the needs of the client. Monthly reports provide comprehensive analysis, interpretation, and recommendations for improvement.

These same techniques are readily applied to other sectors. Through custom-tailored survey research, mystery shopper programs, and ongoing monitoring, we help ensure optimal customer experience.