Study of EMT users’ perceptions and assessments

Study of the perceptions and assessments of EMT bus users in Palma de Mallorca

Institut Opinòmetre carried out the 2018 study of users’ perceptions and assessments of EMT bus services in Palma de Mallorca.

The study consists of three sections:

1. Face-to-face surveys of EMT bus users.
2. Mystery shopping at EMT bus stops and on buses.
3. Customer service audits:
   • By telephone.
   • In person at the office.
   • By email.