Transit Customer Satisfaction with Mobile Fare Payment

A pilot of a mobile fare payment app was conducted at the StarMetro public transit agency in Tallahassee, FL. The purpose of the pilot was to evaluate the potential for operational efficiencies and increases in customer satisfaction. This paper highlights selected customer satisfaction results from a baseline pre-test survey and a post-test survey of qualified volunteer bus riders. These riders downloaded a selected mobile fare payment app developed by a private vendor, and used it to purchase and activate bus passes. Over 75 percent (N=95) of bus riders who participated in the post-test survey indicated that they were ‘very satisfied’ with the app. A major identified benefit was not having to access and carry cash to pay for bus fares, and not having to travel to a ticket outlet to buy passes. However, pilot participants also identified some minor challenges they experienced while using the app. This included Internet connectivity issues when purchasing and activating their ticket. Over 75 percent of participants indicated that it was ‘very important’ to be able to use a single app to not only purchase bus fare, but also plan bus trips, and get real-time bus arrival information. Suggestions are offered to address issues relating to WiFi availability and recommendations on how to provide a single mobile app that can deliver all travel planning functions.

  • Supplemental Notes:
    • This paper was sponsored by TRB committee AP015 Standing Committee on Transit Capacity and Quality of Service.
  • Corporate Authors:

    Transportation Research Board

  • Authors:
    • Hendricks, Sara J
    • Brakewood, Candace
    • Barbeau, Sean J
    • Joslin, Ann
  • Conference:
  • Date: 2019


  • English

Media Info

  • Media Type: Digital/other
  • Features: Figures; References; Tables;
  • Pagination: 5p

Subject/Index Terms

Filing Info

  • Accession Number: 01697872
  • Record Type: Publication
  • Report/Paper Numbers: 19-03329
  • Files: TRIS, TRB, ATRI
  • Created Date: Dec 7 2018 9:40AM