TCRP Report 47:  A Handbook for Measuring Customer Satisfaction and Service Quality

Transportation Research Board; 1999

This handbook focuses on how to measure customer satisfaction and how to develop transit agency performance measures. It will be of interest to transit managers, market research and customer service personnel, transit planners, and others who need to know about measuring customer satisfaction and developing transit agency performance measures. This handbook provides methods on how to identify, implement, and evaluate customer satisfaction and customer-defined quality service. 

Innovative Practices in Paratransit Services

Easter Seals Project Action; 2002


This volume is organized into four main sections representing elements deemed critical to the successful operation of paratransit systems including: Paratransit Service Operations; Paratransit Service Management; Paratransit System Design; Supplementary and Associated Programs.

Stories of Changed Lives: The Personal Impact of Transportation Access

Available by request in PDF format via Easter Seals Project ACTION

Easter Seals Project ACTION; 2003

What contributes to a full life of living: learning, working and playing in our nation’s communities’? Ten Americans with disabilities—representing millions more—give large credit to the availability of accessible public transportation in their communities. Their words and photographs are a testament the power of the Americans with Disabilities Act and the commitment by transit entities and all governments at local, regional state federal levels to provide accessible service.