Client: Pinellas Suncoast Transit Authority
Industry: Public Transportation


The Pinellas Suncoast Transit Authority conducts rider studies and employee voice surveys, but they do not capture the community-at-large sentiments.


PSTA leadership met with HCP Associates research staff to discuss the organization’s desire for a community sentiment survey. The organization would get quantifiable data and establish baselines for citizen sentiments about Pinellas County citizen sentiments.

The Pinellas Suncoast Transit Authority (PSTA) is Pinellas County’s transportation organization. Their mission is to connect people to places safely. The organization strives to be the people’s first choice for transportation and a driving force for social, environmental, and economic vitality in the community through innovation and partnership.

To launch the community sentiment study, HCP Associates developed a questionnaire reviewed with and approved by the PSTA leadership. The categories developed targeted brand awareness, knowledge of services, level of agreement on topics of importance to the transit authority, and general perceptions of the organization.

The research team targeted residents located in all areas of the county to gain a representative sample, thus reporting on the entire county’s sentiments.

Upon completion of the data collection and analysis, community sentiments became clear. The feedback provided baseline, quantitative data for the organization to use. Insights from the survey validated that residents value public transportation within the County. The study was repeated in 2019 and 2023 to measure changes in resident sentiment.

The results from the survey were presented to the Board of Directors. The survey results were presented alongside the other two surveys routinely conducted—rider study and employee survey voice. These metrics serve as monitors to how the community perceives PSTA.