“The Metro Customer Experience” Presented to the Riders’ Advisory Council December 4, 2008 1
Purpose Metro’s vision is to be the Best Ride in the Nation , and this means being an organization that bases its success upon providing the best possible customer experience. 2
To Measure Our Success... Metro is proposing 12 Customer Service Delivery Standards that encompass all aspects of The Metro Customer Experience. Each standard addresses a different aspect of customers’ needs ● and priorities These standards are designed to strike an appropriate balance ● between customer expectations and the capabilities of the Metro system 3
12 Customer-Facing Standards ● Safety & Security Standards ● Accessibility Standards ● Staff Training & Behavioral ● Multimodal Travel Standards Standards ● Aesthetic and Environmental ● Operating Standards for Metrorail Standards ● Operating Standards for Metrobus ● Facilities Standards ● Operating Standards for ● Customer Service Standards MetroAccess ● Customer Information ● Operating Standards for Vertical Standards Transportation 4
Accessibility Standards Metro’s goal is to be fully accessible to all customers Objectives: ● Provide an accessible pathway with ingress/egress routes as short as possible Ensure accessible paths are kept as short as possible while the grade of the pathway ● and cross slopes are minimized ● Promote the use of accessible facilities where provided ● Make lifts available to all customers at all times ● Minimize the platform-train gap ● Provide sensitivity training for all staff 5
Multimodal Travel Standards Metro’s goal is to provide customers a "seamless” experience Objectives: Promote easy interchange between Metrorail, Metrobus, MetroAccess and other ● modes to provide interchange routes that minimize walk times ● Ensure that information on interchange modes is made available in the form of a “take one” map ● Provide trained staff ● Provide real time information in audible and visual form 6
Aesthetic & Environmental Standards Metro’s goal is to provide a safe, clean, and attractive environment Objectives: ● Ensure a consistent “look and feel” throughout the system Conform to the latest planning standards when modernizing ● ● Plan and design improvements to stations in a manner which respects the station and its surrounding environment ● Ensure that stations and vehicles are clean ● Ensure that information is consistent, clearly visible, and easy to understand ● Ensure that station and vehicle lighting levels are consistent 7
Facilities Standards Metro’s goal is to ensure that facilities are designed, equipped, and maintained Objectives: Maximize total customer benefit by providing the appropriate level of amenities and ● facilities ● Provide air conditioned underground stations ● Explore new opportunities for customer amenities ● Provide public rest rooms at stations where not prohibited by security considerations 8
Customer Service Standards Metro is committed to becoming a fully customer-focused organization Objectives: ● Undertake regular and frequent customer and market research ● Ensure that information on Metro’s performance is published regularly and is widely available ● Provide information on how to contact Metro and the Riders’ Advisory Council ● Adopt a consistent approach in dealing with comments to listen to customers and use their input 9
Customer Information Standards Metro’s goal is to provide necessary information in convenient locations Objectives: ● Provide clear, consistent signs that are easily read and identified Provide real-time information displays at convenient locations ● ● Provide static information displays in stations and in vehicles ● Ensure that essential information messages are visibly conveyed ● Ensure that customers are quickly and accurately informed during an emergency or service disruption ● Provide audible information that is clear and concise 10
Safety & Security Standards Metro’s #1 goal is to ensure that all of its customers are able to use the system safely Objectives: • Improve customer awareness of security and emergency preparedness • Address the specific concerns of vulnerable populations • Deploy security equipment and personnel in strategic locations 11
Staff Training & Behavioral Standards Metro staff play a major role in ensuring a “customer friendly” experience Objectives: ● Recruit and train staff to ensure customers are treated respectfully and offered assistance without prompting Ensure staff members are dressed in accordance with their job requirements ● ● Ensure staff members inform customers of service delays and provide other important information as needed ● Ensure staff members are knowledgeable of services and facilities available 12
Operating Standards for Metrorail Metro’s goal is to move passengers safety and efficiently Objectives: Provide service frequencies to minimize crowding ● Notify customers of planned service interruptions 10 days in ● advance ● Implement customer-focused recovery plan to minimize delays and ensure rapid recovery following any service disruption ● Provide adequate service in connection with major events 13
Operating Standards for Metrobus Metro’s goal is to provide excellent service for all Metrobus passengers Objectives: E nsure our customers have an excellent riding experience while ● getting to their desired destination in a timely manner Establish s ervice frequencies and patterns that minimize crowding ● ● Establish customer-focused recovery plan to minimize delays and ensure rapid recovery following any service disruption ● Provide adequate service in connection with major events 14
Operating Standards for MetroAccess Metro’s goal is to provide service for those whose disabilities prevent them from using accessible Metrorail and Metrobus Objectives: ● Provide on-time pick-up within a 30-minute window Ensure safe boarding, deboarding, and wheelchair securement ● ● Provide respectful and courteous service with sensitivity to special needs ● Ensure clean, well-maintained vehicles ● Provide door-to-door service 15
Operating Standards for Vertical Transportation Metro’s goal is to provide safe and reliable vertical transportation Objectives: ● Maintain working elevator(s) and escalators at each station Provide proper signage, messaging and transportation if a unit is not available ● ● Ensure customers are aware of outages and know their alternatives ● Provide adequate staff and equipment ● Provide proper signage to notify customers of the estimated outage duration 16
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