09-0043 washington examiner mystery riders program
DESCRIPTION
mystery riders program for wmata customer service performance monitoringTRANSCRIPT
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MYSTERY RIDER PROGRAMMYSTERY RIDER PROGRAMQUARTER 2, FY '09 RESULTSOFFICE OF MARKETINGOFFICE OF MARKETING
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METHODOLOGY
The Mystery Rider Program is an objective tool for measuring the state of Metro services through the eyes of the consumers. Seven Metro service “systems” are evaluated: Rail Routes, Rail Mezzanines, Rail Platforms, Bus Routes, Bus Stops, Sales Clerks and Call Centers.
− Evaluations are presented in three formats, reported on a quarterly basis:• The individual scores comprising each composite measure of a system reflect the mean of
the individual evaluation scores for the system.• The composite scores for each system reflect the mean of the individual scores comprising
that composite.• The overall score for each system reflects the mean of all the composites comprising that • The overall score for each system reflects the mean of all the composites comprising that
system weighted by the average importance for each composite (as measured in the Customer Satisfaction Measurement study). This weight is applied to give greater importance to the factors that are of more importance to Metro riders.
− All data are based on the individual measurements evaluated for that quarter.
“Mystery Riding” is completed on a continual basis throughout the year, with more than 900 individual evaluations completed each quarter.
− Evaluations for at least 95% of the following systems are completed on a quarterly basis: Rail Routes Rail Mezzanines Rail Platforms Bus Stops Sales Clerks and Call StationsRoutes, Rail Mezzanines, Rail Platforms, Bus Stops, Sales Clerks and Call Stations.
− Evaluations for at least 95% of the Bus Routes are completed on an annual basis.
Evaluations are completed discreetly by trained, anonymous inspectors (“Mystery Riders”) using PDAs that hold the data for all the evaluations completed Upon completion of the evaluations the data are proofed and
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hold the data for all the evaluations completed. Upon completion of the evaluations, the data are proofed and then computer cross-tabulated. All of the study percentages have been rounded to the nearest whole percentage.
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EVALUATIONS
The table below shows the number of individual evaluations completed among the seven Metro service systems for Q2 of FY’09:
# of EvaluationsRail Route 22Rail Mezzanine 124Rail Platform 107Bus Route 349Bus Stop 387S l Cl k 4Sales Clerk 4Call Stations 2
Total 995
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EXECUTIVE SUMMARYRAIL ROUTE: On-board Metrorail train
• The Rail Route system performed well on the Safety (100%) and Rail Operations (97%) composites, while not performing as well on the Physical Condition (86%) composite.
• Notably, the following Rail Route individual measurements scored less than 90% this quarter:y, g q− Correct/Understandable announcements (86%)− Dirty exterior (82%)− Overall cleanliness (60%)− Stains/Spills (33%)p ( )
• Overall, the Rail Route system received a grade of 94% this quarter.
RAIL MEZZANINE: In station area, before accessing the platform• The Rail Mezzanine system performed well on the Mezzanine Operations (98%) and Physical • The Rail Mezzanine system performed well on the Mezzanine Operations (98%) and Physical
Condition (97%) composites. The system received slightly lower grades on the Customer Service (85%) and Safety (73%) composites.
• Notably, the following Rail Mezzanine individual measurements scored less than 90% this quarter:− Odor in elevator (89%)− Overall cleanliness (83%)− Station manager’s name badge properly displayed (83%)− Station manager’s ability to communicate in Spanish (33%)− Visible police officers (25%)
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• Overall, the Rail Mezzanine system received a grade of 87% this quarter.
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EXECUTIVE SUMMARYRAIL PLATFORM: In station area, after the mezzanine - the beginning of the escalator/stairs to the rail car doors.
• The Rail Platform system performed well on the Platform Operations (98%) and Physical Condition (93%) composites; however, it did not perform well on the Safety (71%) composite.
• Notably, the following Rail Platform individual measurements scored less than 90% this quarter:− Odor in elevator (89%)− Overall cleanliness (76%)− Visible police officers (19%)
• Overall, the Rail Platform system received a grade of 87% this quarter.
BUS ROUTE: The actual bus and on-board Metrobus• The Bus Route system performed relatively well on the Physical Condition (94%) and Safety (92%) The Bus Route system performed relatively well on the Physical Condition (94%) and Safety (92%)
composites, while receiving slightly lower grades on the Bus Operations (85%) and Customer Service (85%) composites.
• Notably, the following Bus Route individual measurements scored less than 90% this quarter:− Driver customer service (89%)
I i ffi i/ hi (87%)− Interior graffiti/etchings (87%)− Audible PA system (82%)− Frequency driver pulled vehicle out before passengers seated (82%)− Overall cleanliness (73%)
St d (60%)
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− Stops announced (60%)− Available bus schedule (56%)− Driver’s ability to communicate in Spanish (50%)
• Overall, the Bus Route system received a grade of 89% this quarter.
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EXECUTIVE SUMMARYBUS STOP: Metrobus stops at Metrorail Stations
• The Bus Stop system performed relatively well on the Physical Condition (91%) and Stop Operations (87%) composites; however, it did not perform as well on the Safety (55%) composite.
• Notably, the following Bus Stop individual measurements scored less than 90% this quarter:y, g p q− Stains/Spills (85%)− Visible bus stop signs (84%)− Route schedule displayed (77%)− Overall cleanliness (76%)( )− Shelter graffiti/etchings (65%)− Visible police officers (12%)
• Overall, the Bus Stop system received a grade of 77% this quarter.
SALES CLERK: Metro Sales Outlets; Metro Center, Pentagon and Anacostia• Sales Clerks performed poorly on the Customer Service (63%).• Notably, the following Sales Clerk individual measurements scored less than 90% this quarter:
− Sales clerk provided correct answer (75%)Sales clerk provided correct answer (75%)− Sales clerk provided good customer service (50%)
• Overall, Sales Clerks received a grade of 63% this quarter.
CALL STATIONS Rid I f ti d C t S i
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CALL STATIONS: Rider Information and Customer Service• Call Stations performed very well on the Customer Service (100%) composite.• Notably, none of the Call Stations individual measures evaluated scored less than 100%.• Overall, Call Stations received a grade of 100% this quarter.
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METRO SYSTEM REPORT CARD
OperationsPhysical
Condition SafetyCustomer
Service GradeCall Stations N/A N/A N/A 100% 100%Rail Route 97% 86% 100% N/A 94%Bus Route 85% 94% 92% 85% 89%Rail Mezzanine 98% 85% 96% 73% 87%R il Pl tf 98% 93% 71% N/A 87%Rail Platform 98% 93% 71% N/A 87%Bus Stop 87% 91% 55% N/A 77%Sales Clerk N/A N/A N/A 63% 63%
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RAIL ROUTERAIL ROUTEQUARTER 2, FY '09 RESULTS
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RAIL ROUTE: MEASURES
• Functional/Accurate header sign
Rail OperationsRail Operations
• Functional interior lights
SafetySafety
• Dirty exterior
Physical ConditionPhysical Condition
• Functional/Accurate header sign
• System map displayed
• Functional doors
• Correct/Understandable announcements
• Functional interior lights• Dirty exterior
• Dented/Scratched exterior
• Exterior graffiti
• Torn/Ripped/Cracked seats
Odor in rail car• Odor in rail car
• Stains/Spills
• Excrement/Biohazard
• Interior graffiti/etchings
C d d• Crowdedness
• Overall cleanliness
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RAIL ROUTE: REPORT CARD
GradeGradeRail Operations 97%Physical Condition 86%Safety 100%
O 94%Rail Route Overall 94%
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RAIL ROUTE: OVERALL
94%100%
80%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Rail Route Grade
10
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09Number of Evaluations: n/a n/a n/a n/a 22
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RAIL ROUTE: COMPOSITE SCORES
97%
100%100%
86%80%
40%
60%
20%
40%
Rail Operations
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Physical ConditionSafety
11
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
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RAIL ROUTE: RAIL OPERATIONS
100%100%100%
80%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Header Sign
System Map
12
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q5, Q11
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RAIL ROUTE: RAIL OPERATIONS
100%
86%
100%
86%80%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Doors
Announcements
13
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q21, Q22/Q23
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RAIL ROUTE: PHYSICAL CONDITION
100%100%
82%80%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Dirty Exterior
Dented Exterior
14
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q8, Q9
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RAIL ROUTE: PHYSICAL CONDITION
100%99%100%
80%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Exterior Graffiti
Torn/Cracked Seats
15
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q10, Q13
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RAIL ROUTE: PHYSICAL CONDITION
100%100%
80%
40%
60%
33%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Odor
Stains/Spills
16
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q14, Q17
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RAIL ROUTE: PHYSICAL CONDITION
100%
91%
100%
80%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Excrement/Biohazard
Interior Graffiti
17
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q18, Q19
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RAIL ROUTE: PHYSICAL CONDITION
93%
100%
80%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Crowdedness
18
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q24
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RAIL ROUTE: PHYSICAL CONDITION
100%
80%
60%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Overall Cleanliness
19
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q12
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RAIL ROUTE: SAFETY
100%100%
80%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Interior Lights
20
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q20
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RAIL MEZZANINERAIL MEZZANINEQUARTER 2, FY '09 RESULTS
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RAIL MEZZANINE: MEASURES
• System map displayed
Mezzanine Mezzanine OperationsOperations
• Functional interior lights
SafetySafety
• Odor in elevator
Physical ConditionPhysical Condition
• System information present at
Customer ServiceCustomer Service
• System map displayed
• Functional digital sign
• Functional telephones
• Functional fare machines
Functional SmarTrip vending
• Functional interior lights
• Functional exterior lights
• Visible police officers
• Odor in elevator
• Overflowing trash cans
• Odor in mezzanine
• Stains/Spills
Excrement/Biohazard
• System information present at booth
• Station manager present
• Station manager in uniform
• Station manager’s name badge • Functional SmarTrip vending machines
• Excrement/Biohazard
• Broken/Cracked windows
• Graffiti/Etchings
• Overall cleanliness
g gproperly displayed
• Station manager provided correct answer
• Station manager provided good customer servicecustomer service
• Station manager able to communicate in Spanish
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RAIL MEZZANINE: REPORT CARD
GradeM i O i 98%Mezzanine Operations 98%Physical Condition 96%Safety 73%Customer Service 85%%
Rail Mezzanine Overall 87%
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RAIL MEZZANINE: OVERALL
87%
100%
80%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Mezzanine Grade
24
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09Number of Evaluations: n/a n/a n/a n/a 124
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RAIL MEZZANINE: COMPOSITE SCORES
98%96%
85%
100%
73%
85%80%
40%
60%
20%
40%
Mezzanine OperationsPhysical Condition
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
SafetyCustomer Service
25
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
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RAIL MEZZANINE: MEZZANINE OPERATIONS
100%99%100%
80%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
System Map
Digital Sign
26
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q11, Q12
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RAIL MEZZANINE: MEZZANINE OPERATIONS
96%97%100%
80%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Telephones
Fare Machines
27
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q14, Q15
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RAIL MEZZANINE: MEZZANINE OPERATIONS
97%100%
80%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
SmarTrip Vending Machine
28
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q16
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RAIL MEZZANINE: PHYSICAL CONDITION
89%
100%100%
80%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Elevator Odor
Trash Cans
29
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q7, Q13
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RAIL MEZZANINE: PHYSICAL CONDITION
98%94%
100%
80%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Mezzanine Odor
Stains/Spills
30
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q26, Q29
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RAIL MEZZANINE: PHYSICAL CONDITION
100%100%100%
80%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Excrement/Biohazard
Broken/Cracked Windows
31
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q30, Q31
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RAIL MEZZANINE: PHYSICAL CONDITION
100%100%
80%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Graffiti
32
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q32
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RAIL MEZZANINE: PHYSICAL CONDITION
100%
83%80%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Overall cleanliness
33
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q25
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RAIL MEZZANINE: SAFETY
97%97%100%
80%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Interior Lights
Exterior Lights
34
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q9, Q10
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RAIL MEZZANINE: SAFETY
100%
80%
40%
60%
25%20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Police Officers
35
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q24
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RAIL MEZZANINE: CUSTOMER SERVICE
97%
91%
100%
80%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Info at Booth
Manager Present
36
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q17, Q18
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RAIL MEZZANINE: CUSTOMER SERVICE
100%100%
83%80%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Manager in Uniform
Manager Name Badge
37
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q19, Q20
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RAIL MEZZANINE: CUSTOMER SERVICE
97%92%
100%
80%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Correct Answer
Manager Customer Service
38
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q21, Q22
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RAIL MEZZANINE: CUSTOMER SERVICE
100%
80%
40%
60%
33%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Spanish Communication
39
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q23
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RAIL PLATFORMRAIL PLATFORMQUARTER 2, FY '09 RESULTS
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RAIL PLATFORM: MEASURES
• Functional exit fare machines
Platform OperationsPlatform Operations
• Functional interior lights
SafetySafety
• Odor in elevator
Physical ConditionPhysical Condition
• Functional exit fare machines
• System map displayed
• Functional digital sign
• Functional telephones
• Functional interior lights
• Functional exterior lights
• Visible police officers
• Odor in elevator
• Overflowing trash cans
• Odor on platform
• Stains/Spills
Excrement/Biohazard• Excrement/Biohazard
• Graffiti/Etchings on shelter
• Overall cleanliness
41
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RAIL PLATFORM: REPORT CARD
GradeGradePlatform Operations 98%Physical Condition 93%Safety 71%
R il Pl f O ll 87%Rail Platform Overall 87%
42
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RAIL PLATFORM: OVERALL
87%
100%
80%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Rail Platform Grade
43
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09Number of Evaluations: n/a n/a n/a n/a 107
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RAIL PLATFORM: COMPOSITE SCORES
98%93%
100%
71%80%
40%
60%
20%
40%
Platform Operations
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Physical ConditionSafety
44
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
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RAIL PLATFORM: PLATFORM OPERATIONS
100%100%100%
80%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Exit Fare Machines
System Map
45
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q10, Q11
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RAIL PLATFORM: PLATFORM OPERATIONS
100%
90%
100%
80%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Digital Sign
Telephones
46
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q12, Q14
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RAIL PLATFORM: PHYSICAL CONDITION
89%
100%100%
80%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Elevator Odor
Trash Cans
47
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q6, Q13
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RAIL PLATFORM: PHYSICAL CONDITION
100%94%
100%
80%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Platform Odor
Stains/Spills
48
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q17, Q20
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RAIL PLATFORM: PHYSICAL CONDITION
100%
92%
100%
80%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Excrement/Biohazard
Shelter Graffiti
49
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q21, Q23
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RAIL PLATFORM: PHYSICAL CONDITION
100%
76%80%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Overall Cleanliness
50
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q16
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RAIL PLATFORM: SAFETY
96%97%100%
80%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Interior Lights
Exterior Lights
51
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q8, Q9
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RAIL PLATFORM: SAFETY
100%
80%
40%
60%
19%20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Police Officers
52
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q15
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BUS ROUTEBUS ROUTEQUARTER 2, FY '09 RESULTS
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BUS ROUTE: MEASURES
• Functional doors
Bus OperationsBus Operations
• Driver talking with passengers
SafetySafety
• Dirty exterior
Physical ConditionPhysical Condition
• Driver customer service
Customer ServiceCustomer Service
• Functional doors
• Functional/Accurate header sign
• Functional farebox
• Available bus schedule
Functional requested stop
• Driver talking with passengers while driving
• Functional interior lights
• Functional windshield wipers
• Frequency driver pulled vehicle
• Dirty exterior
• Dented/Scratch exterior
• Exterior graffiti
• Open exterior panels
Broken/Cracked windows
• Driver customer service
• Driver in uniform
• Visible driver name badge
• Driver’s ability to communicate in Spanish• Functional requested stop
signal
• Functional wheelchair lift
• Audible PA system
• Stops announced
q y pout before passengers seated• Broken/Cracked windows
• Torn/Cracked seats
• Odor
• Stains/Spills
E t/Bi h d
p
• Wheelchair lift deployment when requested
Stops announced • Excrement/Biohazard
• Interior graffiti/etchings
• Crowdedness
• Overall cleanliness
54
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BUS ROUTE: REPORT CARD
GradeB O ti 85%Bus Operations 85%Physical Condition 94%Safety 92%Customer Service 85%
Bus Route Overall 89%
55
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BUS ROUTE: OVERALL
89%
100%
80%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Bus Route Grade
56
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09Number of Evaluations: n/a n/a n/a n/a 349
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BUS ROUTE: COMPOSITE SCORES
85%
94% 92%
85%
100%
85%85%80%
40%
60%
20%
40%
Bus Operations
Physical Condition
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Safety
Customer Service
57
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
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BUS ROUTE: BUS OPERATIONS
99%95%
100%
80%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Doors
Header Sign
58
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q2, Q10
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BUS ROUTE: BUS OPERATIONS
98%100%
80%
56%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Farebox
Available Schedule
59
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q16, Q17
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BUS ROUTE: BUS OPERATIONS
100%
92%
100%
80%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Requested Stop Signal
Wheelchair Lift
60
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q34, Q35
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BUS ROUTE: BUS OPERATIONS
100%
82%80%
60%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Audible PA
Stops Announced
61
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q38, Q39
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BUS ROUTE: PHYSICAL CONDITION
96%99%100%
80%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Dirty Exterior
Dented Exterior
62
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q12, Q13
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BUS ROUTE: PHYSICAL CONDITION
100%100%100%
80%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Exterior Graffiti
Open Panels
63
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q14, Q15
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BUS ROUTE: PHYSICAL CONDITION
100%95%
100%
80%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Broken/Cracked Windows
Torn/Crack Seats
64
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q24, Q25
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BUS ROUTE: PHYSICAL CONDITION
94%94%
100%
80%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Odor
Stains/Spills
65
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q26, Q29
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BUS ROUTE: PHYSICAL CONDITION
100%
87%
100%
80%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Excrement/Biohazard
Interior Graffiti
66
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q30, Q40
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BUS ROUTE: PHYSICAL CONDITION
92%
100%
80%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Crowdedness
67
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q42
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BUS ROUTE: PHYSICAL CONDITION
100%
73%
80%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Overall Cleanliness
68
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q23
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BUS ROUTE: SAFETY
91%
100%100%
80%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Driver Talking
Interior Lights
69
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q32, Q33
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BUS ROUTE: SAFETY
96%100%
82%80%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Windshield Wipers
Pullout Before Seated
70
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q37, Q42B
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BUS ROUTE: CUSTOMER SERVICE
89%
100%100%
80%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Driver Customer Service
Driver in Uniform
71
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q19, Q20
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BUS ROUTE: CUSTOMER SERVICE
96%100%
80%
50%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Driver Name Badge
Spanish Communication
72
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q21, Q22
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BUS ROUTE: CUSTOMER SERVICE
92%
100%
80%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Deployed Wheelchair Lift
73
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q41
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BUS STOPBUS STOPQUARTER 2, FY '09 RESULTS
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BUS STOP: MEASURES
• Route schedule displayed
Stop OperationsStop Operations
• Functional interior lights
SafetySafety
• Overflowing trash cans
Physical ConditionPhysical Condition
• Route schedule displayed
• Visible bus stop signs
• Functional telephones
• Functional interior lights
• Visible police officers
• Overflowing trash cans
• Shelter graffiti/etchings
• Broken/Cracked shelter walls
• Cracked/Splintered benches
Shelter roof leaks/cracks/holes• Shelter roof leaks/cracks/holes
• Odor in bus shelter
• Stains/Spills
• Excrement/Biohazard
O ll l li• Overall cleanliness
75
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BUS STOP: REPORT CARD
GradeStop Operations 87%Physical Condition 91%Safety 55%
B St O ll 77%Bus Stop Overall 77%
76
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BUS STOP: OVERALL
100%
77%80%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Bus Stop Grade
77
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09Number of Evaluations: n/a n/a n/a n/a 387
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BUS STOP: COMPOSITE SCORES
87%91%
100%
80%
55%
40%
60%
20%
40%
Stop Operations
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Physical ConditionSafety
78
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
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BUS STOP: STOP OPERATIONS
84%
100%
77%
84%80%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Displayed Schedule
Bus Stop Signs
79
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q6, Q7
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BUS STOP: STOP OPERATIONS
99%100%
80%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Telephones
80
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q9
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BUS STOP: PHYSICAL CONDITION
99%100%
65%
80%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Trash Cans
Shelter Graffiti
81
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q8, Q12
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BUS STOP: PHYSICAL CONDITION
99%98%100%
80%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Shelter Walls
Shelter Benches
82
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q13, Q14
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BUS STOP: PHYSICAL CONDITION
99%98%100%
80%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Shelter Roof
Shelter Odor
83
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q15, Q16
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BUS STOP: PHYSICAL CONDITION
85%
100%100%
85%80%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Stains/Spills
Excrement/Biohazard
84
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q19, Q20
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BUS STOP: PHYSICAL CONDITION
100%
76%
80%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Overall Cleanliness
85
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q4
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BUS STOP: SAFETY
97%100%
80%
40%
60%
Interior Lights
Police Officers
20%
40%
12%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
86
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q5, Q10
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SALES CLERKSALES CLERKQUARTER 2, FY '09 RESULTS
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SALES CLERK: MEASURES
• Sales clerk provided correct
Customer ServiceCustomer Service
• Sales clerk provided correct answer
• Sales clerk provided good customer service
• Ability of sales clerk to communicate in Spanishcommunicate in Spanish
88
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SALES CLERK: REPORT CARD
GradeCustomer Service 63%
Sales Clerk Overall 63%
89
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SALES CLERK: OVERALL
100%
63%
80%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Sales Clerk Grade
90
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09Number of Evaluations: n/a n/a n/a n/a 4
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SALES CLERK: COMPOSITE SCORES
100%
63%
80%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Customer Service
91
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
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SALES CLERK: CUSTOMER SERVICE
100%
75%80%
50%40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Correct Answer
Sales Clerk Customer Service
92
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q4, Q5
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SALES CLERK: CUSTOMER SERVICE
100%
80%
40%
60%
N/A
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Spanish Communication
93
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q6
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CALL STATIONSCALL STATIONSQUARTER 2, FY '09 RESULTS
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CALL STATIONS: MEASURES
• The representative provided
Customer ServiceCustomer Service
• The representative provided correct answer
• The representative provided good customer service
• Ability of the representative to communicate in Spanishcommunicate in Spanish
95
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CALL STATIONS: REPORT CARD
GradeCustomer Service 100%
Call Stations Overall 100%
96
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CALL STATIONS: OVERALL
100%100%
80%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Call Stations Grade
97
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09Number of Evaluations: n/a n/a n/a n/a 2
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CALL STATIONS: COMPOSITE SCORES
100%100%
80%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Customer Service
98
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
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CALL STATIONS: CUSTOMER SERVICE
100%100%100%
80%
40%
60%
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Correct Answer
Representative Customer Service
99
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q4, Q5
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CALL STATIONS: CUSTOMER SERVICE
100%
80%
40%
60%
N/A
20%
40%
0%
Q2-FY'08 Q3-FY'08 Q4-FY'08 Q1-FY'09 Q2-FY'09
Spanish Communication
100
Q2-FY 08 Q3-FY 08 Q4-FY 08 Q1-FY 09 Q2-FY 09
Q6