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Passenger Environment Survey (PES) is a quality-control type survey used by a number of transit agencies to rate and monitor performance. Generally a PES would include items such as cleanliness, litter, appearance, temperature (heating and air conditioning), graffiti, trash cans, and other quality issues affecting customer perception and quality of the riding experience. There is usually a quality control criteria, and dedicated surveyors are used to gather data that summarize into periodic ratings. In North America, the New York City Transit Authority (NYCTA), Bay Area Rapid Transit District, and Metropolitan Atlanta Rapid Transit Authority are three agencies currently using this type of surveys. However, many other transit agencies have similar surveys or quality assurance processes—but other names might be used to describe them. ==Introduction== Quantitative measurements require clear and well-defined standards. The majority of PES standards were developed from the same quality control criteria used by operating departments to manage their employees. Quality control criteria are found in various agency documents. Some are codified in rules and regulations, union contracts, standard operating procedures, and other official documents; others appear in training materials, field manuals, and management procedures distributed to field staff. Use of actual operating standards is important: it lends PES a degree of official credibility, and improves acceptance by management and the public alike.〔Ryus, P. TCRP Research Results Digest, Number 56. Summary of TCRP Report 88: A Guidebook for Developing a Transit Performance-Measurement System. Washington D.C. (2003).〕 Use of a different criteria to monitor performance would be unfair to both employees and management. Additionally, use of operating standards ensures by default all field employees would be familiar with PES indicators, and thus clearly understand the yardstick by which their performance is measured. 抄文引用元・出典: フリー百科事典『 ウィキペディア（Wikipedia）』 ■ウィキペディアで「Passenger Environment Survey」の詳細全文を読む スポンサード リンク
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