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 Third Quarter Customer Services Metrics.
Staff Contact:
Claudia Burgos, Executive Director of External Affairs & 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 Clipper Customer Service Center (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 Clipper Access Discount ID Card applications (formally known as the Regional Transit Connection-RTC program); and manages the District's Lost and Found. The Customer Service Center also assists District employees with Dependent and Pensioner ID cards.
In Q3 of FY26, fare revenue through AC Transit passes and tickets, such as 31-Day Senior/Disabled monthly pass and 1-Ride Local Adult tickets, totaled $453,399 (see Figure 1 of Attachment 1), reflecting an increase of 39% compared to Q2 of FY26. The growth is primarily driven by several large, high value bulk purchases of adult tickets made by various organizations.
1-Ride Local Youth tickets were the highest v...
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