CTA Tattler

First Mystery Shopper report is a mixed bag, but shows promise -- and opportunities

Only 40% of CTA rail “Mystery Shoppers” are satisfied with their interaction with customer service agents, according to the spring Mystery Shopper performance report released this week by the CTA.

To be fair, another 51% answered “not applicable” to the question about employee conduct. But that seems to be part of the problem – they are simply “not applicable,” when, if they tried harder and were more proactive, they could be a bigger, more pleasant part of the overall CTA experience.

About 9% were dissatisfied with their experience with rail employees. Major concerns were that employees at stations could do more to be helpful, and that there were not enough attendants around to help customers.

On the bright side, a full 87% of Mystery Shoppers were satisfied with CTA safety measures. On the flip side, the largest percentage – 12% – of shoppers in this survey were dissatisfied with safety.

Concerns were about having enough security guards patrolling stations, and the need for additional surveillance on trains and at stations.

Download the full Rail System Performance Report here for details on cleanliness, on-time performance and efficiency.

Bus System Performance Report

Courtesy also tripped up the CTA on the bus system, according to the Mystery Shopper report. Just 56% of Mystery Shoppers were satisfied their experience. And again, a large percentage – 30% – responded “not applicable.” So there’s another opportunity for employees to make a positive impact on customers.

Primary complaints were about unfriendly bus operators who were averse to helping riders. Also, complaints were made about operators reluctant to lower buses for passengers who need assistance.

These complaints are being addressed by managers with specified operators to improve service, the CTA said in the report.

And as on the rails, the CTA scores highest in safety on buses, with almost 90% of Mystery Shoppers reporting they were satisfied. An alarming complaint – often aired in this space – was about bus operators using cell phones while driving.

There’s not enough space to summarize details of results on cleanliness, on-time performance and efficiency. But you can download the bus report here.

The facts about work on CTA rail slow zones

I've been meaning to write about slow zones since KevinB earlier this week complained that "last year [they] were supposed to "fix" the slow zones and here we still have a major one from Grand to Lake."

Well, the fact is, Kevin, that the CTA never said the work they did last year would eliminate ALL slow zones. They focused on certain areas and completed that work -- such as from Grand to Clark/Division.

And in November last year, I reported that the CTA would be working on the new slow zone from Roosevelt through Grand. And here's a slow zone map showing the ares from the CTA's site. 

So Kevin, I do respect your right to criticize the CTA, but in this case, you have your facts wrong.

Train woes mount with Green Line derailment

In the third major CTA accident in less than two months, a southbound Green Line train derailed after an operator ignored red stop signals and entered a junction area before tracks were switched into the proper position. Fourteen passengers were hospitalized, none with serious injuries.

Passengers reported the motorman ordered them to move to one side of the car to better distribute weight in the car to avoid it from tipping onto the pavement more than 20 feet below. The motorman is a 31-year veteran of the CTA.

Investigators found that the switch was cracked, but were not sure whether the crack occurred during the accident.

In April, an unoccupied Red Line train south moving into Howard derailed. And a week before that incident an electrical problem on a Blue Line train touched off a subway evacuation of passengers.

Green Line problems in Boston too. Ironically, two Green Line trains in Boston had their own problems Wednesday, when one rear-ended another, resulting in several injuries, and reportedly the death of one operator.

Wishful thinking on the weather

It's an annual occurrence around this time of year -- underdressed commuters.

While you see most people in spring jackets or hooded sweatshirts, you also see folks in T-shirts or long- or short-sleeved dress shirts only. Invariably they are men, but the other day -- a 45-degree morning -- I saw a couple of women in short skirts and thin, sheer sweaters.

Don't you folks pay attention to weather forecasts? Or is it just wishful thinking?  I know that some days it's 70 degrees when you leave the office, but you can always carry the jacket, you know.

Of course, for every short-sleeved guy out there, it seems there is always another guy in a long wool winter coat with tossle cap and gloves. But I'm betting he's more comfy than Mr. Short-sleeves.

Free rides for military start quietly

Since May 1, uniformed members of the armed forces have ridden the CTA free, thanks to a provision in the city ordinance authorizing a hike in the Chicago property transfer tax. Their uniform is the only proof required at this time.

By mid-summer, military personnel will be able to get a smart card to use when not in uniform. The free rides extend to disabled veterans of the armed forces. It will cost the CTA $170,000 to implement free passes for the military. The CTA doesn't know how much the free rides will cost, but estimates there are about 25,000 potential customers.

(BTW, here's a solemn post Memorial Day salute to our veterans.)

Meanwhile, more and more seniors are taking advantage of free rides on the CTA. It reports that by mid-April, the CTA had given about 75,000 free senior rides in one week -- the vast majority of them on bus routes. A month earlier there were just over 50,000 free rides.

Senior citizens I've spoken to say they are somewhat embarrassed to accept the free rides, but are unwilling to pass up the freebies. One guy I know is still working a full work week, probably making close to six figures. "I can afford the CTA better than most people, but if the state wants me to have free rides, then I'll take them!" he said.

A bipartisan capital spending bill proposal. Yawn.

Earlier this week, the Tribune reported on a $31 billion capital spending plan that would include  cash for the  CTA's  capital needs.

I didn't report on it till today because it looks like just another proposal sure to be ignored by the Legislature. Former congressmen Dennis Hastert and Glenn Poshard came up with the funding mechanism:

• Expanding gambling.
• Selling the state Lottery.
• Using excess tax revenues from soaring gasoline prices.

Good ideas, but damned to the trashbin since they are good ideas.

Buses return to Washington around Block 37 project. The CTA says three buses will return next week to Washington Street around the Block 37 development.

"The #56 Milwaukee, #20 Madison and #X20 Washington/Madison Express bus routes will resume operating on Washington Street on Tuesday, May 27."

Longing for the tunnel, but hopes dashed

Recently there were three obnoxious cellers in hearing range on my Red Line car. Lots of "Awesome" and "great" and "fun last night" and "forgot my wallet."

Can you all talk just a little more quietly?

All that loud, insipid conversations had me longing for the subway as we pushed out of Fullerton. Yes! Quiet at last.

But no! Two of the three had U.S. Cellular service. Argghhh!

Speak out against sexual harassment on the CTA

According to crime stats from Everyblock, there have been 26 sex offenses committed on CTA trains since June of last year. There have been 17 sex offenses on CTA platforms; and 17 more on CTA buses.

That's more than one a week. And that's just reported crime. Judging from stories and comments here, there are probably twice that many sex offenses that go unreported. The wankers. The flashers. The gropers.

And it seems like no one is doing anything about these sex offenses.

Except the Rogers Park Young Women's Action Team. This community group is sponsoring an opportunity for women to "Speak Out Against Sexual Harassment and Violence on the CTA" on Thursday, May 22, from 5 till 7 pm at Loyola University's Kasbeer Hall, 25 E. Pearson on the downtown campus.

This grass-roots group of young women is helping other young women stand up to harassment in all flavors from boys and men. You can take a survey about  your harassment  experiences here.

Fuel prices continue to pressure CTA's budget

The CTA ran a deficit of $3.7 million during the first quarter of 2008, and its CFO pinned the blame squarely on rising fuel and labor costs.

In his report at May's CTA board meeting, CFO Dennis Anosike  said: "The current price of diesel fuel could drive a $25 million overage in [annual] fuel expense."

Given that dire prediction, he reported the CTA operating units have been given monthly overtime targets, and targets for cuts in spending on contractual services.

On the bright side, ridership figures for the year so far are 1.8% over the same period from last year.

New performance metrics show the CTA still has work to do

CTA performance metrics are back in a big way, and the news overall is mixed for the CTA.

While the CTA is meeting or exceeding standards on ridership and cleanliness, they are missing targets on some on-time performance and efficiency marks. Plus, waiting times on the CTA customer service hot line are off target.

We had complained last month that performance metrics  had not been posted for more than a year. The CTA explained President Ron Huberman felt the original metrics were "not the right ones to be measuring."

I do give the CTA credit for finally issuing a report on the new metrics: ridership, on-time performance, efficiency (measured by fleet maintenance), safety (of workers), cleanliness, and courtesy. Now let's make sure they release the report every month, and that the CTA makes progress in the right direction on improving scores.