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Advocates For Metro Riders Want Transit Agency To Offer Better Customer Service

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A group of Metro riders says the transit authority should make a commitment to its customers, guaranteeing some basic customer service benefits.

Ask just about any commuter what they'd like to see Metro do better, and they can come up with something. For Red Line rider Matthew Modrelle, he'd like faster information when something goes wrong on the rails.

"It doesn't seem like I get any notification until I am actually at the stop," he says.

Metro's Riders Advisory Council has put seven such suggestions down on paper in an effort to establish metrics to measure Metro's performance. The Council has submitted its draft of the commitment to customers to the Metro board for consideration.

The recommendations include generalities like making safety Metro's number one concern, providing the "highest level" of customer service, and giving timely information during service disruptions, of which there've been many recently. Council chairman Ben Ball says its important for riders' expectations to be realistic.

"There is a gap right now between what Metro's customers expect and what Metro feels it can deliver," he says. "This is our way of bringing those two sides together as much as possible. Quite frankly, I think a lot of riders expect Metro to deliver more than it possible can. A lot of our expectations are unrealistic, quite frankly."

The riders' recommendations will be discussed by Metro's board of directors at its meeting tomorrow.


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