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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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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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Education and Crowd-Sourcing Ideas

The idea of crowd-sourcing public transit ideas is excellent for all the reasons crowd-sourcing is good (detailed local knowledge, fresh thinking, community connection, etc.) but, public transport is a complicated problem with many tradeoffs. A route change might make sense for a few people, but might be very expensive and/or negatively impact (e.g., delay) many more people. This was the idea behind my www.greencitystreets.com ...more »

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Feedback App

Transit agencies sometimes have webforms to allow riders to submit complaints, but in many cases the rider is responsible for filling out several fields (which they may not know anything about) to route the complaint. The agency should worry about that, and have simplified apps to allow riders to easily submit issues.

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