ART - DART Measures Customer Satisfaction 2011

The document discusses how the Dallas Area Rapid Transit (DART) has incorporated customer satisfaction into their procurement department's performance dashboard. The dashboard includes measures of workload and effectiveness, such as total purchase orders, contract awards, and processing times. The department collects customer satisfaction data through an online survey, which includes both open-ended and closed-ended questions. The survey responses are recorded in a database and used to calculate an average satisfaction rating. The dashboard has been used to brief senior management and has led to improvements in the procurement process. DART plans to further automate data collection and reporting using business intelligence software. The document emphasizes the importance of being honest and transparent in presenting the survey results.