TO: AC Transit Board of Directors
FROM: Michael A. Hursh, General Manager/Chief Executive Officer
SUBJECT: Customer Services Quarterly Metrics
BRIEFING ITEM
AGENDA PLANNING REQUEST: ?
RECOMMENDED ACTION(S):
Title
Consider receiving an update on FY 2023-24 2nd Quarter Customer Services Metrics.
Staff Contact:
Beverly Greene, Executive Director of External Affairs, Marketing & Communications
Body
STRATEGIC IMPORTANCE:
Goal - Convenient and Reliable Service
Initiative - Service Quality
The Customer Services unit 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 all Clipper-related requests, sells AC Transit passes and other fare media such as BART senior and disabled tickets, 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 CSC also assists District employees with Dependent and Pensioner ID cards.
During the holiday season spanning October through December, there was a notable trend of declining fare revenue, with a decrease of 38% compared to the previous quarter. Customer traffic as well as bulk orders from non-profits also saw a decrease during this period.
There was a large bulk order placed by the OUSD Transportation Department in November, purchasi...
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