This study provides a framework through customer satisfaction surveys performed by the Directorate of Istanbul Electricity, Tramway and Tunnel Enterprises (IETT) in 2017 with 3350 participants. The main contribution of this study is to create a type-2 fuzzy set multi-criteria decision making (MCDM) framework consisting of the fuzzy analytic hierarchy process (AHP) and the fuzzy technique for order of preference by similarity to ideal solution (TOPSIS) in order to join the opinions of professionals with those of passengers with the aim of making a precise assessment on passenger satisfaction and focus areas. In general, these types of MCDM methods are used to choose the best option between given scenarios. The difference here is the application of this framework to find the actual performances of the already applied decisions by including them in the survey questions, rather than finding the best among several alternatives. The model determines the performances of pre-determined criteria by cross-checking them with expert opinions and survey data, providing a better investment strategy for local bodies and useful insights for both city planners and public transportation agencies in general. The aim of developing the model is to compare the criteria value, given by the experts, with the passenger evaluations for the same criteria to check for consistency, which shows us the level of agreement between passenger needs and expert opinions. Our results show that most passengers using IETT services are pleased with the punctuality of buses and information provided.