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How should agencies handle feedback that is received from riders about day-to-day operations (how quickly do you expect a response, what type of response, do you want interactivity with the agency)? How should agencies handle feedback that is received via social media (response time, type of response, interactivity with rider)? How should agencies engage with riders about feedback for general and long term planning feedback (frequency of surveys, interactivity with panels, etc.)?

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Acknowledge Receipt of a Complaint

An agency should get back to anyone who files a complaint within 24 hours so they know the issue has been received and is being dealt with.

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Issue a Case Number for Complaints

When someone complains, they should be able to keep track of their complaint (online would be fantastic). For that purpose, the agency should assign a case number to each complaint and furnish that to the complaining party. MARTA does this and calls the number a HEAT number.

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Post Service Metrics

Riders may respond positively to being able to track the progress of a transit agency with respect to service metrics. WMATA posts these monthly, including the average availability of elevators and escalators, and the on-time performance of trains and buses.

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Update riders when issues are resolved

Transit agencies should update riders when they take action on a rider comment or request. In addition to notifying the individual who originally submitted the comment, agencies can share the results with other riders as well. One way to do this would be to thank the rider who submitted the comment in a public forum, possibly via electronic message sign or an ad on a bus or train. Closing the loop this way would reinforce ...more »

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