TO: AC Transit Board of Directors
FROM: Michael A. Hursh, 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 2024-25 First Quarter Customer Service Metrics.
Staff Contact:
Nichele Laynes, Director of Marketing, Communications & Customer Services
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 the 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 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 Q1 of FY2025, fare revenue reached $435,414.20, reflecting a 6% decrease from Q4 of FY2024. Most schools and organizations start their fiscal year in July, which often results in an extended budget finalization process. Consequently, the Customer Service Center does not typically see a significant increase in spending until August. This delay is evident in the revenue trends, wi...
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