City of Santa Monica, Big Blue Bus
The City of Santa Monica’s transit agency, Big Blue Bus (BBB), is committed to providing outstanding service and value to its customers, all while being an advocate for environmental sustainability.  BBB intends to provide passengers seamless interconnectivity from BBB routes to Metro rail lines.  As part of this effort, BBB wants to understand how customers perceive their offering across a variety of metrics from bus service and amenities to brand equity and customer service.  Maroon Society is conducting a multi-year customer perception tracking study for BBB.  This includes bi-annual passenger surveys to track customer perceptions.  Our findings provide clarity about BBB customer demographics, marketing awareness, and customer satisfaction across a variety of metrics.