"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",,,,,
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