__MAIN_TEXT__

Page 48

Customer Communications Information when and where you need it. We envision a transit system that is rich with information, making it easy for customers to know their travel options and how to get around. METRO CONNECTS proposes new types of customer information, new ways to get it, and resources to make sure people know how our services can work for them. RIDERS METRO 5 in 201

84%

a have phone smart

68%

come low-in with a phone smart

30%

65 over

with a phone smart

Fig. 18: Sample Best Practices for Customer Information (left, middle) Paris has explored bus shelters designed as multi-purpose public spaces that include fare vending, neighborhood information, coffee or food for purchase, electrical outlets, integrated bikeshare stations, and more. (Photo source: Human Transit, humantransit.org) (right) On-board screens can provide information about connecting service, transit alerts, and other information. (Photo source: Redeye Chicago, redeyeChicago.com)

48

SERVICE QUALITY INVESTMENTS

What would our customer communications look like? Today, Metro customers can get information and assistance with travel options, schedules, service disruptions and more from a range of sources—our website, trip planning app, Customer Information Office, email/text alerts, social media, marketing and promotion programs, and others. Metro drivers play a major role in customer communications as they interact with passengers. METRO CONNECTS builds on these resources by emphasizing: •

New types of information and ways to share it with customers.

Continued emphasis on customer service training and support systems that enable our operators to provide the best service possible.

A suite of tools that make navigating the transit system easy, including wayfinding signs, announcements, promotional materials, and interactive options for questions and comments.

Emerging technologies could enable us to deliver enhanced information or new communication platforms. Imagine if customers’ smartphones could let them know before they even left home that a traffic accident had blocked their bus, told them how full the next bus was, or showed the availability of a bikeshare service or spaces at a park-and-ride.

Profile for King County Metro Transit

METRO CONNECTS Long-Range Plan  

King County Metro Transit’s vision for bringing you more service, more choices, and one easy-to-use system over the next 25 years.

METRO CONNECTS Long-Range Plan  

King County Metro Transit’s vision for bringing you more service, more choices, and one easy-to-use system over the next 25 years.