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 2023-24 4th Quarter Customer Services 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 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 Q4, fare revenue saw a substantial increase of 27% compared to Q3. This growth was primarily driven by a significant rise in walk-in traffic and bulk orders, with April being the highest grossing month of the quarter. The end of the fiscal year for schools played a crucial role in this increase, as they allocated their remaining funds. The total revenue for the fiscal year was 19% hig...
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