GO Transit launches ‘Passenger Charter’ to improve customer service

Posted on November 8, 2010

On Monday, GO Transit officially launched its first ever Passenger Charter: a set of five promises being made to customers to improve their traveling experience.


GO Transit has committed to making customer service a top priority in every aspect of its business and is among a select number of transit organizations in North America to develop a Passenger Charter focused on concrete customer commitments.


The Passenger Charter was developed following extensive consultation with customers, employees and focus groups. The Charter promises that GO Transit will be on time, take safety seriously, keep customers informed, provide a comfortable experience and be quick and courteous. All of GO's frontline employees have received additional training that complements their 'customer-first' approach to their jobs.


"We are always finding ways to improve and make our customers' experience with us an easy one," said Bruce McCuaig, President & CEO, Metrolinx. "The five promises we are making are not stand-alone statements — they come with ways to measure and regularly report to our customers how well we're doing."


Each promise in the Charter will be graded in a report card, with specific targets that will be the goals against which the success of the promises are measured. These measurements include detailed statistics about on-time performance, customer satisfaction, seat availability and information response rates. The report card measures are public, updated frequently and available at gotransit.com in the Passenger Charter section. Customers can also find information online about the improvements GO is making to meet the five promises.


GO Transit is the Province of Ontario's interregional public transit system linking Toronto with the surrounding regions of the Greater Toronto area.

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