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pdfFORM MCSA-5883 Revised 07/15/2013
OMB No.: 2126-0049 Expiration: XX/XX/XXXX
A federal agency may not conduct or sponsor, and a person is not required to respond to, nor shall a person be subject to a penalty for failure to comply with
a collection of information subject to the requirements of the Paperwork Reduction Act unless that collection of information displays a current valid OMB
Control Number. The OMB Control Number for this information collection is 2126-0049. Public reporting for this collection of information is estimated
to be approximately 15 minutes per response, including the time for reviewing instructions, gathering the data needed, and completing and reviewing the
collection of information. All responses to this collection of information are voluntary. Send comments regarding this burden estimate or any other aspect
of this collection of information, including suggestions for reducing this burden to: Information Collection Clearance Officer, Federal Motor Carrier Safety
Administration, MC-RRA, 1200 New Jersey Avenue, SE, Washington, D.C. 20590.
United States Department of Transportation
Federal Motor Carrier Safety Administration
Motorcoach Passenger Survey:
Motorcoach Traveler Customer Satisfaction
FORM MCSA-5883
Intercept Interview Introduction
Hello, I’m [interviewer’s name] and I am conducting surveys with people who have taken or are
about to take a bus trip. This survey is designed to gauge your satisfaction with your bus trip and
will take approximately 10 minutes to complete. Your answers will be kept confidential and we are
only interested in your opinion.
Do you have a few minutes to complete this survey?
• If the respondent agrees to take the survey:
Great, let’s get started. [Go to Section 1].
• If the respondent does not want to participate:
Thank you for your time. Enjoy the rest of your day. [End Survey].
Section
1
SCREENING QUESTIONS
1. Are you beginning or ending your trip? (Check only one.)
BEGINNING
MIDDLE (transferring to another motorcoach)
ENDING
2. Have you taken a bus survey in the last 60 days? (Check only one.)
YES
NO
3. What is the purpose of your trip? (Check only one.)
PLEASURE (sightseeing, friends, family, sporting event, etc.)
BUSINESS
PERSONAL BUSINESS (medical, financial affairs, etc.)
TO OR FROM SCHOOL
OTHER:
4. Did you have multiple bus company options when booking your trip? (Check only one.)
YES
NO
FORM MCSA-5883 Page 1 of 3
FORM MCSA-5883 Revised 07/15/2013
Section
2
OMB No.: 2126-0049 Expiration: XX/XX/XXXX
SATISFACTION WITH
MOTORCOACH SERVICES
5. I’m going to read to you a list of considerations passengers may take into account whent selecting a bus company. Please
rate how important each of these considerations are to you, where 1=Very important, 2=Somewhat important, 3=Not at
all important, and 4=Did not consider. When you planned this trip, how important were each of the following:
Very important
Somewhat important
Not at all important
Did not consider
Lowest fare compared to other travel options (flying, driving, etc.)
1.
2.
3.
4.
Lowest fare compared to other bus companies
1.
2.
3.
4.
Shortest travel time to my destination
1.
2.
3.
4.
Convenience of pick-up/drop-off location
1.
2.
3.
4.
Safety of pick-up/drop-off location
1.
2.
3.
4.
Overall reputation of the bus company
1.
2.
3.
4.
On-board services (wi-fi, restrooms, etc.)
1.
2.
3.
4.
Safety record of the bus company
1.
2.
3.
4.
Availability of information on the bus company’s website
1.
2.
3.
4.
Easy to purchase my tickets online
1.
2.
3.
4.
Easy to purchase my tickets in person
1.
2.
3.
4.
Bus company’s reputation for safety
1.
2.
3.
4.
Availability of safety information
1.
2.
3.
4.
Bus company is up to date on all required licensing
1.
2.
3.
4.
Meeting insurance requirements
1.
2.
3.
4.
6. How much time did you spend researching your ticket purchase? (Interviewer does not offer answer choices. Question is openended and responses are entered into one of the following categories.)
LESS THAN 10 MINUTES
10 MINUTES TO 59 MINUTES
1 TO 10 HOURS
10 HOURS OR MORE
7. How did you purchase the ticket(s) for your trip?
BUS COMPANY WEBSITE
SELF-SERVICE TICKET KIOSK
BUS TICKET WINDOW/COUNTER
CURBSIDE OR ONBOARD FROM BUS DRIVER OR OTHER REPRESENTATIVE
OTHER:
8. How many bus companies did you consider when planning this trip?
THIS WAS MY ONLY OPTION
ONE
TWO
THREE OR MORE
FORM MCSA-5883 Page 2 of 3
TRAVEL AGENT
FORM MCSA-5883 Revised 07/15/2013
OMB No.: 2126-0049 Expiration: XX/XX/XXXX
9. I’m going to read to you a list and ask that you rate how well your expectations regarding these items were met on your
last bus trip, where 1=Your expectations were exceeded, 2=Your expectations were met, 3=Your expectations were
not met, and 4=You’re not sure or this was not applicable to your experience. On your last bus trip, how well were your
expectations met regarding:
Exceeded
expectations
Met
expectations
Did not meet
expectations
Not sure/not
applicable
Paying the advertised price
1.
2.
3.
4.
Traveling the scheduled route
1.
2.
3.
4.
Safety at pick-up/drop-off locations
1.
2.
3.
4.
On-board services (Wi-Fi, restrooms, etc.)
1.
2.
3.
4.
Level of heat or air conditioning
1.
2.
3.
4.
Enforcement of non-smoking rule
1.
2.
3.
4.
Baggage handling
1.
2.
3.
4.
Driver speaking your native language
1.
2.
3.
4.
Driver practicing safe driving
1.
2.
3.
4.
Safety on board
1.
2.
3.
4.
Compliance with Americans with Disabilities Act (ADA)
1.
2.
3.
4.
10. I’m going to read three statements to you. Please note your reaction to these statements, where 1=Strongly agree,
2=Somewhat agree, 3=Not sure, 4=Somewhat disagree, and 5=Strongly disagree.
Strongly agree
Somewhat agree
Not sure
Somewhat disagree
Strongly disagree
Bus companies are all about the
same with regard to safety
1.
2.
3.
4.
5.
The quality of service is about the
same from all bus companies
1.
2.
3.
4.
5.
I would like to have more information
available regarding bus safety
1.
2.
3.
4.
5.
Section
3
DEMOGRAPHICS
11. What is your age?
UNDER 23
24-34
35-49
50-64
65 OR OLDER
12. Are you of Hispanic, Latino, or Spanish origin or ancestry?
YES
NO
13. What is your race?
WHITE
BLACK OR AFRICAN-AMERICAN
AMERICAN INDIAN OR ALASKA NATIVE
ASIAN
NATIVE HAWAIIAN OR OTHER PACIFIC ISLANDER
14. What is your gender?
FEMALE
MALE
15. What was your household income before taxes in 2012?
LESS THAN $10,000
$10,000-$19,999
$20,000-$39,999
FORM MCSA-5883 Page 3 of 3
$40,000-$59,999
$60,000 OR MORE
| File Type | application/pdf |
| File Title | FMCSA Form MCSA-5883 |
| Subject | Motorcoach Travel Customer Satisfaction Survey |
| File Modified | 2013-07-17 |
| File Created | 2013-07-15 |