Context
Paratransit service serves a specialized customer population with specific accessibility, reliability, and support needs. Measuring satisfaction for this population requires careful attention to consent, language accessibility, participant recruitment, and responsible data handling.
A structured satisfaction program was designed to gather meaningful feedback across the key moments of the service experience—from the initial booking to post-trip feedback—while ensuring the research approach was appropriate for the population it served.
Business question
How do you measure satisfaction in a specialized, accessible service context where the customer population requires additional care around consent, language, recruitment, and data governance?
Role — exactly what I did
- Designed the program structure, questionnaire, and consent approach
- Defined the service moments and satisfaction dimensions to be measured
- Coordinated participant recruitment and field activities with relevant services
- Conducted analyses across service dimensions and produced reporting outputs
- Applied a responsible data governance approach appropriate to the customer population
Approach
- Mapped the key service moments: booking experience, trip reliability, safety and comfort, support interactions, and overall experience
- Designed a bilingual questionnaire accessible to the target population
- Built consent and participant recruitment protocols respecting participant needs and the service context
- Structured reporting to distinguish findings by service moment and identify priority areas for operational attention
Personal contribution
- Designed the program structure: questionnaire design, consent approach, and governance framework
- Defined measurement dimensions covering booking experience, trip reliability, safety, comfort, and overall satisfaction
- Coordinated participant recruitment and field activities with relevant services
- Conducted analyses and identified patterns across service moments
- Produced reporting outputs with findings and recommendations
Conceptual overview
The diagram below is a conceptual reconstruction for illustration purposes only. It does not reproduce internal documentation.
Findings
- Feedback patterns varied across service moments, with distinct satisfaction profiles for different dimensions
- Specific service moments consistently emerged as priorities for operational attention
- The bilingual approach surfaced nuanced feedback that a monolingual instrument would have missed
- The governance design enabled structured data collection while respecting participant needs
Decisions influenced
- Operational priorities for identified service moments
- Questionnaire and consent protocol adjustments for future program cycles
- Reporting format and audience targeting
- Governance framework for research involving accessible service populations
Learnings
- Designing for accessibility in research requires structural attention beyond language translation alone
- Service-moment mapping clarifies which questions to ask and how to interpret the answers
- Responsible data governance is an analytical and design decision, not just a compliance formality
- Coordination across services is essential when the customer population requires care at every touchpoint