Improving Customer Service

July 10th, 2013

Since 2011, Metro has made great Sta-Manger-Bell-and-riders-061411-57strides to improve customer service through the Customer Service Action Plan. As a starting point, to determine customer priorities, Metro conducted customer and employee research to define good customer service and to identify customer priorities. With the information gathered from its customers and frontline employees, Metro identified the areas needing improvement in the respective departments and then put together individual corrective work plans. Through the Customer Service Action Plan, Metro has accomplished the following:

  • Developed new customer service training programs and trained over 2,000 employees;
  • Replaced and/or rehabilitated 28 escalators in 2012;
  • Introduced new and improved bus maps;
  • Assigned over 30 more police officers to improve bus security;
  • Developed and launched a trip planning and information site designed for mobile devices;
  • Installed digital flat screens in all stations to improve customer information;
  • Deployed MetroAlerts so customers have access to real-time detour and disruption information;
  • Installed over 2,600 static stop signs to enhance service information at bus stops;
  • Enhanced MetroAccess’ on-time performance standards in response to customer survey feedback;
  • Installed SmarTrip dispensers in all stations; and
  • Implemented the Better Bus program to improve service.

For more information:

Download both the full Momentum plan and the Executive Summary.

Regional support is important to making Momentum a reality! A number of regional stakeholders have already endorsed Momentum. Please sign on and add your name to endorse Momentum and send the message that public transit is vital to the National Capital Region.


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  1. Ryan
    July 11th, 2013 at 12:44 | #1

    That’s interesting…a few months ago, I overheard one of your employees using an anti-gay slur. I reported the incident, but never heard back about if any action was taken. I have months of unanswered emails to your customer service people asking how they followed up to the report. You may have spent a lot of time and money on customer service, but it doesn’t seem to have made a difference or changed outcomes. WMATA should be embarrassed.

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