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")
| 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