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Customer panel

My customers are bus riders, and I intend to recruit a panel of NEW bus riders, many of whom will have come to us because of high fuel prices.

I expect this panel to be useful in tghese ways: I will estimate retention and turnover among this group, and also identify service qualtiy issues to highlight for management.

It appears to me that the best way to start this panel is to find new riders face to face on the bus lines which have shown the greatest increase in ridership. I would use a short questionnaire and attempt to get their consent to be re-contacted from time to time.

Do any of you who ahve experiece starting your own customer panels, have any advice on this?