TrendSource Inc., provider of business intelligence consulting services, announced that it has been selected by the Spokane (Wash.) Transit Authority to conduct ongoing customer service auditing for the next three years.
Under the terms of the agreement, TrendSource will deploy undercover field agents ("mystery riders") into Spokane's bus and paratransit systems to provide an objective, firsthand evaluation of the rider experience.
The mystery riders will evaluate Spokane's managers, supervisors, paratransit dispatchers, administration staff, fixed-route operators, paratransit operators, customer service staff and reservationists on the ease of use and quality of service that is being delivered to the agency's customers.