TO: AC Transit Board of Directors
FROM: Kathleen Kelly, Interim General Manager/Chief Executive Officer
SUBJECT: Customer Services Quarterly Metrics
ACTION ITEM
AGENDA PLANNING REQUEST: ?
RECOMMENDED ACTION(S):
Title
Consider receiving an update on FY 2024-2025 Second Quarter Customer Services Metrics.
Staff Contact:
Claudia Burgos, Interim Executive Director of External Affairs, Marketing & Communications
Body
STRATEGIC IMPORTANCE:
Goal - Convenient and Reliable Service
Initiative - Service Quality
This report provides a general overview of the quarter's customer service-related activity, including rider and customer feedback, summaries of recent fare media sales, and institutional pass ridership and penetration. Staff leverages in-person interaction and proven technologies, many of which are available 24/7 across diversified, user-friendly, and accessible platforms. Staff continuously looks for ways to employ new channels and methods that enhance the customer's AC Transit experience.
BUDGETARY/FISCAL IMPACT:
There is no fiscal impact associated with this report.
BACKGROUND/RATIONALE:
Customer Service Center (Attachment 1)
The Customer Service Center (Clipper Customer Service Center), monitors Clipper-related requests, sells AC Transit passes and other fare media such as paratransit tickets, and Bike Link tickets; provides bus schedules and maps; works with the Regional Transit Connection (RTC) Discount ID Card requests; and manages the Districts' Lost and Found. The Customer Service Center also assists District employees with Dependent and Pensioner ID cards.
In Q2 of FY25, fare revenue totaled $420,240, reflecting a 3.5% decrease compared to Q1 of FY25. This decline is attributed to the holiday season, during which schools and organizations reduce their bulk ticket purchases. December historically trends as a low revenue-generating month.
The Day Pass (Adult) was the most popular fare media in Q2, with over 12,000 passes sold. A...
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