Customer satisfaction research is carried out in Tyne and Wear by Nexus throughout the year with surveys undertaken at Bus Stations and Interchanges.
Around 4,000 surveys are conducted per year. A number of specific questions are asked which are grouped into several contexts. Respondents rate indicators on a 5 point scale from ‘very dissatisfied’ to ‘very satisfied’ with a score attributed to each response between 0 and 100 in multiples of 25. This score is converted into an easier ‘score out of 10’.
This is different to reporting on the proportion of respondents satisfied with an indicator as it includes the neutral views in the scoring.