CTA vows to engage customers more - and better
At our coffee with Ron Huberman last month, Adam Case, the CTA's chief of customer communications, talked a bit about ways the CTA would try to engage its riders more.
I've already mentioned the coming overhaul of the CTA's Web site. Case also noted that as of two weeks ago, the Mystery Shopper program had about 1,500 sign-ups. He said any problems cited in Mystery Shopper reports were sent daily to the general managers responsible for the bus or train line cited. He also mentioned the CTA wants to find ways to capture rider cell phone photos with descriptions of problems.
Both Case and Huberman discussed the idea of building an interactive relationship between the rider and the general manager of his/her route -- to the point where they know each other by name. Huberman described it as "providing micro-service at the neighborhood route level."
Can't you just see KevinB giving the Red Line GM an earful?