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Greetings from New Zealand. I'm doing some work for the Auckland Regional Transport Authority which involves trying to get a handle on the benefits of having good passenger feedback systems. We all believe that if we reply to passenger complaints quickly and efficiently and make sure that the complaint is addressed promptly the complainant will be happy. Conversely if this doesn't happen our valued passenger may be a bit closer to switching to car. Intuitively it would also seem that passengers would be "willing to pay" for a good feedback system in the same way as they would for (say) good information at the stop. What I'm trying to find out is whether anyone has researched this in any quantitative way and assigned values to my suppositions. Any ideas gratefully received! Thanks & best wishes - John John Bolland Consulting Tel /Fax (04) 232 6126 Mob 021 264 0941 [log in to unmask] PO Box 51058, Tawa, Wellington