Benchmarking com foco na satisfação dos usuários do transporte coletivo por ônibus

Investing in quality of public transportation is fundamental to keep and attract users and to foster more sustainable cities. Benchmarking is an adequate tool to identify best practices and promote exchange experiences that contributes to improve transportation systems. Nevertheless, benchmarking focused on client satisfaction imposes challenges because of the lack of standards in collecting data and the socio-cultural biases inherent to opinion surveys. This paper presents a benchmarking analysis based on satisfaction data collected through a standardized survey. We propose a normalization of satisfaction rates that: (i) reduces the effect of socio-cultural biases, (ii) enables the comparison of bus systems operating in different Brazilian cities, and (iii) allows the identification of potential benchmarks. The proposed method proved suitable in identifying goals, priorities and attributes of bus transit systems that can serve as reference to other cities.