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FOR IMMEDIATE RELEASE:
February 2, 2004
DURHAM SCHOOL SERVICES CUSTOMER SURVEY RESULTS REVEAL SOLID SERVICE SCORES
AUSTIN, TX—Durham School Services today announced the results of their Fall 2003 customer survey. For more than 20 years, Durham has consistently asked employees, parents, riders, and administrators to rate their performance on annual surveys distributed throughout the year.
A total of 2,569 surveys were distributed to each of the school principals of the districts Durham serves. There were 911 surveys returned, for a response rate of 35.5 percent. The items presented in the survey are now measured on a seven-point scale, as opposed to the five-point scale that was used in previous years. This change was made in response to administrator feedback as well as recommendations made by the company’s survey administrator. The seven-point scale allows for more variability and provides the respondents with more options. Durham’s overall service score with customers was a solid 5.6
“Durham is the only student transportation provider that conducts a thorough survey of its customers,” said Patricia Durham, chief marketing officer. “The survey reveals a great deal about each of our Customer Service Centers, our company, and our dedication to service. We then present this data to the customer and work together to improve customer satisfaction. With this survey, Durham and its customers always know what their constituents think.”
Durham’s fleet and local office staff’s courtesy and response to questions earned top scores on the survey. In addition, customers were invited to identify individual employees who deserve special recognition for exemplary service. More than 300 Durham employees were individually recognized.
Durham School Services has more than 50 years experience in student transportation and currently delivers more than 275,000 students to school each day safe, on time, and ready to learn…every day in more than 250 school districts across the country.
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