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“The Metro Customer Experience”
Presented to the Riders’ Advisory Council
December 4, 2008
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Purpose
Metro’s vision is to be the Best Ride in the Nation, and this means being an organization that bases its success upon
providing the best possible customer experience.
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To Measure Our Success...
Metro is proposing 12 Customer Service Delivery Standardsthat encompass all aspects of The Metro Customer Experience.
● Each standard addresses a different aspect of customers’ needs and priorities
● These standards are designed to strike an appropriate balance between customer expectations and the capabilities of the Metro system
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12 Customer-Facing Standards
● Accessibility Standards
● Multimodal Travel Standards
● Aesthetic and Environmental Standards
● Facilities Standards
● Customer Service Standards
● Customer Information Standards
● Safety & Security Standards
● Staff Training & Behavioral Standards
● Operating Standards for Metrorail
● Operating Standards for Metrobus
● Operating Standards for MetroAccess
● Operating Standards for Vertical Transportation
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Accessibility StandardsMetro’s goal is to be fully accessible to all customers
Objectives:● Provide an accessible pathway with ingress/egress routes as short as possible● Ensure accessible paths are kept as short as possible while the grade of the pathway
and cross slopes are minimized● Promote the use of accessible facilities where provided● Make lifts available to all customers at all times● Minimize the platform-train gap● Provide sensitivity training for all staff
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Multimodal Travel Standards
Metro’s goal is to provide customers a "seamless” experience
Objectives:● Promote easy interchange between Metrorail, Metrobus, MetroAccess and other
modes to provide interchange routes that minimize walk times● Ensure that information on interchange modes is made available in the form of a
“take one” map● Provide trained staff ● Provide real time information in audible and visual form
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Aesthetic & Environmental StandardsMetro’s goal is to provide a safe, clean, and attractive environment
Objectives:● Ensure a consistent “look and feel” throughout the system● Conform to the latest planning standards when modernizing● Plan and design improvements to stations in a manner which respects the station
and its surrounding environment● Ensure that stations and vehicles are clean● Ensure that information is consistent, clearly visible, and easy to understand● Ensure that station and vehicle lighting levels are consistent
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Facilities Standards
Metro’s goal is to ensure that facilities are designed, equipped, and maintained
Objectives:● Maximize total customer benefit by providing the appropriate level of amenities and
facilities ● Provide air conditioned underground stations ● Explore new opportunities for customer amenities ● Provide public rest rooms at stations where not prohibited by security
considerations
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Customer Service Standards
Metro is committed to becoming a fully customer-focused organization
Objectives:● Undertake regular and frequent customer and market research ● Ensure that information on Metro’s performance is published regularly and is
widely available ● Provide information on how to contact Metro and the Riders’ Advisory Council● Adopt a consistent approach in dealing with comments to listen to customers and
use their input
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Customer Information Standards
Metro’s goal is to provide necessary information in convenient locations
Objectives:● Provide clear, consistent signs that are easily read and identified ● Provide real-time information displays at convenient locations ● Provide static information displays in stations and in vehicles ● Ensure that essential information messages are visibly conveyed● Ensure that customers are quickly and accurately informed during an
emergency or service disruption ● Provide audible information that is clear and concise
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Safety & Security Standards
Metro’s #1 goal is to ensure that all of its customers are able to use the system safely
Objectives:• Improve customer awareness of security and emergency preparedness• Address the specific concerns of vulnerable populations• Deploy security equipment and personnel in strategic locations
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Staff Training & Behavioral Standards
Metro staff play a major role in ensuring a “customer friendly” experience
Objectives:● Recruit and train staff to ensure customers are treated respectfully and
offered assistance without prompting● Ensure staff members are dressed in accordance with their job requirements ● Ensure staff members inform customers of service delays and provide other
important information as needed ● Ensure staff members are knowledgeable of services and facilities available
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Operating Standards for Metrorail
Metro’s goal is to move passengers safety and efficiently
Objectives:● Provide service frequencies to minimize crowding ● Notify customers of planned service interruptions 10 days in
advance ● Implement customer-focused recovery plan to minimize delays and
ensure rapid recovery following any service disruption● Provide adequate service in connection with major events
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Operating Standards for Metrobus
Metro’s goal is to provide excellent service for all Metrobus passengers
Objectives:● Ensure our customers have an excellent riding experience while
getting to their desired destination in a timely manner ● Establish service frequencies and patterns that minimize crowding ● Establish customer-focused recovery plan to minimize delays and
ensure rapid recovery following any service disruption ● Provide adequate service in connection with major events
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Operating Standards for MetroAccess
Metro’s goal is to provide service for those whose disabilities prevent them from using accessible Metrorail and Metrobus
Objectives:● Provide on-time pick-up within a 30-minute window ● Ensure safe boarding, deboarding, and wheelchair securement● Provide respectful and courteous service with sensitivity to special needs● Ensure clean, well-maintained vehicles● Provide door-to-door service
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Operating Standards for Vertical Transportation
Metro’s goal is to provide safe and reliable vertical transportation
Objectives:● Maintain working elevator(s) and escalators at each station● Provide proper signage, messaging and transportation if a unit is not available● Ensure customers are aware of outages and know their alternatives● Provide adequate staff and equipment ● Provide proper signage to notify customers of the estimated outage duration