The Metro Customer Experience Presented to the Riders Advisory - - PowerPoint PPT Presentation

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“The Metro Customer Experience”

Presented to the Riders’ Advisory Council

December 4, 2008

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Purpose

Metro’s vision is to be the Best Ride in the Nation, and this means being an organization that bases its success upon providing the best possible customer experience.

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To Measure Our Success...

Metro is proposing 12 Customer Service Delivery Standards that encompass all aspects of The Metro Customer Experience.

• Each standard addresses a different aspect of customers’ needs

and priorities

• These standards are designed to strike an appropriate balance

between customer expectations and the capabilities of the Metro system

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12 Customer-Facing Standards

• Accessibility Standards
• Multimodal Travel Standards
• Aesthetic and Environmental

Standards

• Facilities Standards
• Customer Service Standards
• Customer Information

Standards

• Safety & Security Standards
• Staff Training & Behavioral

Standards

• Operating Standards for Metrorail
• Operating Standards for Metrobus
• Operating Standards for

MetroAccess

• Operating Standards for Vertical

Transportation

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Accessibility Standards

Metro’s goal is to be fully accessible to all customers Objectives:

• Provide an accessible pathway with ingress/egress routes as short as possible
• Ensure accessible paths are kept as short as possible while the grade of the pathway

and cross slopes are minimized

• Promote the use of accessible facilities where provided
• Make lifts available to all customers at all times
• Minimize the platform-train gap
• Provide sensitivity training for all staff

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Multimodal Travel Standards

Metro’s goal is to provide customers a "seamless” experience Objectives:

• Promote easy interchange between Metrorail, Metrobus, MetroAccess and other

modes to provide interchange routes that minimize walk times

• Ensure that information on interchange modes is made available in the form of a

“take one” map

• Provide trained staff
• Provide real time information in audible and visual form

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Aesthetic & Environmental Standards

Metro’s goal is to provide a safe, clean, and attractive environment Objectives:

• Ensure a consistent “look and feel” throughout the system
• Conform to the latest planning standards when modernizing
• Plan and design improvements to stations in a manner which respects the station

and its surrounding environment

• Ensure that stations and vehicles are clean
• Ensure that information is consistent, clearly visible, and easy to understand
• Ensure that station and vehicle lighting levels are consistent

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Facilities Standards

Metro’s goal is to ensure that facilities are designed, equipped, and maintained Objectives:

• Maximize total customer benefit by providing the appropriate level of amenities and

facilities

• Provide air conditioned underground stations
• Explore new opportunities for customer amenities
• Provide public rest rooms at stations where not prohibited by security

considerations

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Customer Service Standards

Metro is committed to becoming a fully customer-focused organization Objectives:

• Undertake regular and frequent customer and market research
• Ensure that information on Metro’s performance is published regularly and is

widely available

• Provide information on how to contact Metro and the Riders’ Advisory Council
• Adopt a consistent approach in dealing with comments to listen to customers and

use their input

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Customer Information Standards

Metro’s goal is to provide necessary information in convenient locations Objectives:

• Provide clear, consistent signs that are easily read and identified
• Provide real-time information displays at convenient locations
• Provide static information displays in stations and in vehicles
• Ensure that essential information messages are visibly conveyed
• Ensure that customers are quickly and accurately informed during an

emergency or service disruption

• Provide audible information that is clear and concise

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Safety & Security Standards

Metro’s #1 goal is to ensure that all of its customers are able to use the system safely Objectives:

• Improve customer awareness of security and emergency preparedness
• Address the specific concerns of vulnerable populations
• Deploy security equipment and personnel in strategic locations

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Staff Training & Behavioral Standards

Metro staff play a major role in ensuring a “customer friendly” experience Objectives:

• Recruit and train staff to ensure customers are treated respectfully and
• ffered assistance without prompting
• Ensure staff members are dressed in accordance with their job requirements
• Ensure staff members inform customers of service delays and provide other

important information as needed

• Ensure staff members are knowledgeable of services and facilities available

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Operating Standards for Metrorail

Metro’s goal is to move passengers safety and efficiently Objectives:

• Provide service frequencies to minimize crowding
• Notify customers of planned service interruptions 10 days in

advance

• Implement customer-focused recovery plan to minimize delays and

ensure rapid recovery following any service disruption

• Provide adequate service in connection with major events

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Operating Standards for Metrobus

Metro’s goal is to provide excellent service for all Metrobus passengers Objectives:

• Ensure our customers have an excellent riding experience while

getting to their desired destination in a timely manner

• Establish service frequencies and patterns that minimize crowding
• Establish customer-focused recovery plan to minimize delays and

ensure rapid recovery following any service disruption

• Provide adequate service in connection with major events

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Operating Standards for MetroAccess

Metro’s goal is to provide service for those whose disabilities prevent them from using accessible Metrorail and Metrobus Objectives:

• Provide on-time pick-up within a 30-minute window
• Ensure safe boarding, deboarding, and wheelchair securement
• Provide respectful and courteous service with sensitivity to special needs
• Ensure clean, well-maintained vehicles
• Provide door-to-door service

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Operating Standards for Vertical Transportation

Metro’s goal is to provide safe and reliable vertical transportation Objectives:

• Maintain working elevator(s) and escalators at each station
• Provide proper signage, messaging and transportation if a unit is not available
• Ensure customers are aware of outages and know their alternatives
• Provide adequate staff and equipment
• Provide proper signage to notify customers of the estimated outage duration