I recently read a story about a transit CEO who has made it a habit to ride a bus on a different route every week to learn customer’s opinions about their service experience firsthand. The CEO makes it known who he/she is when boarding the bus and they engage passengers in conversation while riding. The CEO makes notes of all the opinions they hear, good or bad, and follows up on them.
This has paid off in great PR for the transit agency to such an extent they have continued to engage passengers in this way. This practice is now in its third year. There is a high level of pride felt by both management and riders of this transit system.
