The Washington Metropolitan Area Transit Authority (WMATA) launched a new way to share opinions and help shape the direction of the agency through Amplify, WMATA’s first-ever “customer community.” Amplify is the newest way that WMATA is engaging customers by bringing together riders, transit advocates and experts in an ongoing digital forum.
Through a structured environment of online surveys, polls and discussion forums, Amplify community members will have the opportunity to share their experience as riders and influence how WMATA responds to issues affecting those who use the system.
“This tool gives customers the convenience of sharing their thoughts and opinions at times and in places that work for them, including on the go,” said Lynn Bowersox, asst. GM, customer service, communications and marketing. “We believe that Amplify will become a valuable tool in building the relationship between Metro and our customers.”
Bowersox added that Amplify Community members will receive a periodic e-newsletter that provides feedback about how input has been included in WMATA decision making. Many different topics will be discussed with community members online, including how best to communicate specific service change information, concept testing of marketing materials and facilitated conversation about various customer experience topics.
The community does not replace other customer research tools currently used by WMATA to gather data from a representative sample of customers, nor does it replace the email and phone channels to address customer complaints and commendations. Amplify will augment those channels to strengthen the voice of the customer.