Detailed results from Customer Service survey
The tabulations of each survey question follow, with selected comments added. Note that many of the questions involved "open-ended" responses, and to allow tabulation, the most common comments were categorized.

Question 1
What is the primary reason your company decided to offer Commuter Check?

This was an open-ended question but the primary responses were categorized as follows. The direct benefits to employers, as expected, were reported as most important.

Question 2
Has the number of employees using transit at your organization increased since Commuter Check began?

Question 2A If yes, about how much?
	•	Respondents reported a range of 1-500%; 60 respondents answered yes, but did not provide an estimated percent increase.
	•	The average of those answering yes and reporting a specific quantity increase was 40.8%.
	•	The median of those answering yes and reporting a specific quantity increase was 20%.
	•	The average increase of all respondents was 16.4%. This represents the average of actual reported increase amounts plus the average of 40.8% assigned to all responses of "yes, increased but don't know how much" plus 0 for all indicating no increase.

Question 3
How often are Commuter Checks distributed to employees?

Although most companies order on a quarterly basis, monthly distribution offers employers greater control over the program and to some extent minimizes problems with employer turnover. CCSC advises employers to distribute Commuter Checks on a frequency that works most efficiently for the employer.

Question 4
How are Commuter Checks distributed to employees?

Question 5
Since mid-1998, employers may provide Commuter Check as a pre-tax salary deduction. Before that, it could only be offered as a benefit or incentive. How does your company provide Commuter Checks?

Despite the legislative change being only one year old, over 36 % of the respondents use a pre-tax approach. This demonstrates the significant impact of the legislation and reflects the recent efforts to market this option.

Question 6
If you now provide Commuter Check as a pre-tax salary reduction, did you previously provide it as a benefit?

Related to Question 5, few employers have switched to the pre-tax approach indicating that the overwhelming majority of those that offer the pre-tax approach are new customers. Over time, some switching may take place, but it is difficult for employers to immediately change their benefits program from employer-paid to employee-paid. As the majority of Commuter Check customers are small employers, the intangible goodwill that results by providing Commuter Checks on an employer-paid basis may rule out any interest in switching to the pre-tax approach. There appears to be no basis for fearing that existing employers providing the benefit will switch to the pre-tax approach.

Question 7
If Commuter Checks are provided as a company-provided benefit, what
monthly benefit level is provided?

Reported benefit levels generally match the cost of Muni passes and BART high value tickets. Some responses indicated interest and support for raising the cap above $65. That the single largest response was observed at $65 (18.4%) is also notable.

Question 8
About how many employees are at all your Bay Area Locations?

Range reported = 1-16,000
Average size = 15

These responses confirm the long-term observation of Commuter Check’s appeal to small businesses who are very sensitive to employee satisfaction, retention rates, and being competitive in a strong economy with labor shortages. As Commuter Check does not necessarily increase employer costs and is so popular with employees, it is a great fit for small and medium sized employers.

Question 8A
About how many currently use Commuter Check?

Range reported = 0-1,000
Average = 24

Question 9
Were there any major obstacles in implementing Commuter Check?

These responses indicate the ease with which the program has been implemented. While adding to only 9%, it is not surprising that administration and management concerns are the highest ranked of the responses. Typically, senior management has last minute reservations or simple administrative concerns that are easily resolved.

Question 10
Did you need sales support to start the program?

As the existing sample is oriented to small employers who enrolled in the program before TEA-21’s change in legislation or other (still mostly small) employers enrolling since, the need for aggressive sales support was not supported by these survey results. No doubt, the program can continue to expand within the small and medium-sized employer market.

Question 10A
Was it adequate?

As most employers did not need sales support, most did not answer this question. Those who did need support seem satisfied.

Question 11
Does your company provide free or subsidized parking for most of your employees?

While 2/3 of all respondents do not provide discounted parking, a total of 150 employers (31%) reported that they provide free or subsidized parking, with most of it being free. A few responses remarked (not surprisingly) that subsidized parking was provided to upper management, only.

Question 12
Do your orders arrive as anticipated? If no, please describe.

Regarding the quality of CCSC’s customer service, this result is very encouraging and confirms that which has long been assumed.

Question 13
Have your employees had difficulty using Commuter Checks? If yes, please describe.

While there initially were problems using Commuter Checks at sales outlets, the 11% response indicates the problems are not overwhelming.

Question 14
Please rate the quality of Commuter Check’s customer service.

By deleting those not providing a response (i.e., deleting "don’t know" and "no answer" categories), the excellent response rises to 51.1%, and the good response rises to 43.0%. Combining the excellent and good responses yields 94.2%, which is very positive.

Question 15
What is your overall satisfaction level with Commuter Check?

The excellent and good responses total 94.5%.

Question 16
Would you be willing to provide further assistance in helping improve Commuter Check?

These individuals could be drawn upon to help assess potential changes Commuter Check will be considering. That nearly half indicated interest in assisting indicates considerable good will.

Question 17
What industry category best describes your company? This information was sought to further update the database CCSC maintains on Commuter Check participants?

This information was sought to further update the database CCSC maintains on Commuter Check participants.

Question 18
May we identify you as a Commuter Check participant?

This information was sought to update CCSC’s database.

Question 19
Any other comments on Commuter Check?
This open-ended question was designed to elicit suggestions for improving Commuter Check. Generally, comments were very positive and ranged from appreciation of the availability of the program to suggestions for adding denominations and raising the $65 "cap".