Management & Operations

Chicago to use riders as "Mystery Shoppers"

Posted on March 12, 2008

The Chicago Transit Authority (CTA) is expanding its “Mystery Shopper” program to include CTA riders.  


“Details and information provided through this program allow CTA to address service issues that require immediate attention and to strategically zero in on specific issues that are important to our customers,” said Adam Case, CTA chief of customer communications.  


The CTA is encouraging its riders from throughout the system to volunteer for the program. Mystery shoppers will receive a trip evaluation card, a visual guide to key identifying features that will assist volunteers in what to look for when riding a train or bus, and a survey that shoppers can access online or receive via mail.  


Shoppers, who to this point have been CTA interns and staff members, have been roaming the system since this past summer.

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