TO: AC Transit Board of Directors
FROM: Salvador Llamas, General Manager/Chief Executive Officer
SUBJECT: Customer Service Quarterly Metrics
BRIEFING ITEM
AGENDA PLANNING REQUEST: ?
RECOMMENDED ACTION(S):
Title
Consider receiving an update on FY25-26 First Quarter Customer Services Metrics
Staff Contact:
Claudia Burgos, Executive Director of External Affairs and Customer Experience
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. Staff leverages in-person interaction and proven technologies, many of which are available 24/7 across diversified, user-friendly, and accessible platforms. Staff continuously look 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:
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 District's Lost and Found. The Customer Service Center also assists District employees with Dependent and Pensioner ID cards.
In Q1 of FY25-26, fare revenue through AC Transit passes such as 1-Ride Local Adult, and Day passes, totaled $438,764 (See Figure 1 of Attachment 1), reflecting a slight increase of 1% compared to Q1 of FY24-25. Most non-profit organizations, including schools, operate on a fiscal year that begins on July 1st. As the academic year typically resumes in late August, there is a noticeable increase in bulk orders related to school field trips and student assistance p...
Click here for full text