Methods of Rider Communication (2006) / Chapter Skim
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Chapter Seven - Conclusions
Chapter Seven - Conclusions
Pages 43-45
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From page 43... ...
Second, if a rider contacts customer service, and customer service does not have the same information that dispatch or other sources has, this rider may be told something that is not timely and is therefore not consistent with the actual situation. Furthermore, with the proliferation of information service providers, a rider can now receive the same information from multiple sources.
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From page 44... ...
. This strategy, which is updated on an annual basis, focuses on fulfilling the needs of Metro's customers by developing an approach to address each of the following: • Customer opinions regarding current communications based partially on market research, • Data sources, • Data management, • Information delivery mechanisms, • Customer relationship management and outreach, • Performance standards and monitoring, and • Identifying necessary resources to carry out the strategy.
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From page 45... ...
In the 2006 Information Strategy, Metro identified what is currently being offered to customers and what should be improved in the following journey stages or locations: • Pre-journey, • Beginning of the journey, • Bus stop/shelter/station, and • Bus journey. Although the launch of the "yournextbus" service could be considered typical from a pure marketing perspective, it required significant involvement from several parts of the agency (it was not just a marketing project)
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