Benchmarking is a process to establish standards, targets and/or best practices in regard to performance measurement. Performance measures are of most use when they can be compared to something else. In benchmarking, comparisons are usually made with one or more of the following: 1) some kind of industry standards; 2) appropriate organizational goals or targets; 3) the performance of a peer group; or, 4) the "best practices" of other similar organizations.This research study will provide three primary products:A set of selected benchmarks for public transit systems, particularly efficiency and effectiveness benchmarks that are commonly used by other transit systems or benchmarks that specifically relate to important customer satisfaction factors identified as part of the study.A recommended benchmarking process that can be used by public transit systems in North Carolina to identify areas of low performance and then institute steps to improve it.Implementation of an Internet listserv that will provide a communications method to share and disseminate information on, and questions about, benchmarking activities and best practices.
