Accessibility

D.C. Metro gets high marks in customer survey

Posted on December 6, 2012

Washington Metropolitan Area Transit Authority (Metro) Metrobus and Metrorail customers feel safe, would recommend Metrobus and Metrorail, and like Metro’s public information tools for travel planning, according to Metro’s new Voice of the Customer report.

“Hearing from our customers is one of the best and most important tools we have as we make decisions about Metrobus, Metrorail and MetroAccess service. Assembling feedback from a variety of sources gives us a more comprehensive view of service and helps us focus on constantly improving our customers' experience," said Tom Downs, chair, customer service and operations committee.

The Voice of the Customer report surveyed rail and bus riders about customer satisfaction, reliability, safety, cleanliness and customer service. Voice of the Customer will be used in conjunction with findings from the mystery shopper program and comments received by the customer service office to develop a fuller understanding of customers’ experience riding on the system. The survey, which will be conducted quarterly, enables Metro to recognize excellence and take corrective action where necessary. Areas needing improvement include service delivery by station managers and railcar reliability. In addition, bus service reliability lags in the eyes of younger customers (under age 35).

“It’s gratifying to see that our customers are getting good bus, rail and paratransit service, and are getting the information they need from the website and call center to plan their trips,” said Metro GM and CEO Richard Sarles. “We’re also hearing clearly where we need to make improvements and will use customer input to develop solutions.”

In the Voice of the Customer report for the first quarter of fiscal 2013, Metro surveyed 770 rail and bus riders by telephone. Customers were asked about safety, reliability, whether they would recommend Metro to a friend, cleanliness, service delivery and customer information. Highlights from the first survey include:

  • 87% of bus riders and 86% of rail riders rated high satisfaction with security.
  • 79% of bus and rail riders reported a high likelihood to recommend Metro to a friend.
  • 84% indicated a high satisfaction with bus service.
  • 80% indicated a high satisfaction with rail service.
  • 73% of rail riders were highly satisfied with station cleanliness, one of the highest scores among large transit agencies.
  • Trip planning information and service scored 100% among customers who used the website and 91% who called customer service call center.
  • Metro system maps had an 83% satisfaction rating among bus customers and 100% rating for rail riders.

MetroAccess scored high marks in a separate survey of 400 paratransit customers. Nine of 10 MetroAccess customers said drivers were courteous, helpful and knowledgeable, and 95% gave high performance scores for safety. While the survey also showed that 41% of customers reported having a problem on the system, 91% said that MetroAccess staff tried their best to help them.

Both Metrorail and Metrobus are developing customer service action plans and customers service programs to improve customer satisfaction.

The Voice of the Customer Report will be Metro’s new performance indicator for customer satisfaction. Results reported publicly in Vital Signs.

View comments or post a comment on this story. (0 Comments)

More News

Fla.'s Broward County considering taxis, Uber, Lyft for paratransit

The county would pick up $15 of the tab. With most paratransit rides five miles or fewer, county officials believe $15 likely would cover the entire bill.

Transdev wins Phoenix Dial-a-Ride service contract

Beginning July 1, 2017, the consolidation of two existing contracts will result in one service provider that operates the service, accepts customer calls, verifies customer eligibility, schedules requested trips, and maintains vehicles.

Profile: Chris Pangilinan, Program Director at TransitCenter

When Chris Pangilinan was a little kid, riding in the backseat of his family’s station wagon, the red stoplights annoyed him. “I would think, Why is this so inefficient? Why do we have to stop all the time?” he recalls...

Phoenix Transit enhances Dial-a-Ride with 'overflow' service

The approved partnership between Dial-a-Ride contractor MV Transportation and their subcontractor Discount Cab provides overflow service during the regular service day.

N.Y. paratransit costs skyrocketing, lack of subway elevators cited: study

Access-A-Ride cost $85.2 million and carried 1.7 million rides in 2000, increasing to an estimated $506 million this year for more than 6.3 million trips.

See More News

Post a Comment

Post Comment

Comments (0)

More From The World's Largest Fleet Publisher

Automotive Fleet

The Car and truck fleet and leasing management magazine

Business Fleet

managing 10-50 company vehicles

Fleet Financials

Executive vehicle management

Government Fleet

managing public sector vehicles & equipment

TruckingInfo.com

THE COMMERCIAL TRUCK INDUSTRY’S MOST IN-DEPTH INFORMATION SOURCE

Work Truck Magazine

The number 1 resource for vocational truck fleets

Schoolbus Fleet

Serving school transportation professionals in the U.S. and Canada

LCT Magazine

Global Resource For Limousine and Bus Transportation

Please sign in or register to .    Close