Client: Pinellas Suncoast Transit Authority
Industry: Public Transportation


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


PSTA leadership met with HCP’s 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 is Pinellas County’s transportation organization. Their mission is to safely connect people to places. 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 developed a questionnaire that would be reviewed with and approved by 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 having the ability to report on the sentiments of the entire county.

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. PSTA is excited to have the information to track data points against in the years to come as well as having relevant information to be able to assess business strategies, decision making, and brand awareness.

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 voice of employee survey. These metrics will serve as monitors to how the community perceives PSTA in the future.

View HCP’s Presentation of Their Findings:

View The Final Report: