Table 4 User Satisfaction Before and After the Start of the New HSTDP Program (Percentage responding "Always" or "Usually")

Table 4
User Satisfaction Before and After the Start of the New HSTDP Program (Percentage responding "Always" or "Usually")

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Question Before After % change Significance level
Are the broker representatives helpful when you call? 90.8 87.8 -3.0 p <.05
Are the broker representatives courteous when you call? 92.3 88.9 -3.4 p <.01
Are you picked up on time? 91.5 83.6 -7.9 p <.01
Do you get to where you need to go on time? 93.4 90.0 -3.4 p <.01
Are the drivers helpful? 93.1 93.0 -.01 NS
Are the drivers courteous? 93.9 93.7 -0.2 NS
Do they drive safely? 94.8 94.5 -0.3 NS
Is the vehicle clean? 93.4 92.8 -0.6 NS
Is the vehicle comfortable? 92.8 94.2 1.4 NS
Does the vehicle seem to be well maintained? 92.7 93.8 1.1 NS

n = 1,036