Metra is launching an ongoing survey that will be used to measure and track month-to-month customer satisfaction and solicit feedback about a variety of topics, the agency announced today. Signs containing links to the survey are currently being posted on trains.
“This is another big step in our transformation to be My Metra for everyone,” said Metra CEO/Executive Director Jim Derwinski. “This new survey will allow us to open a new dialogue with our customers and receive continuous input from them about their riding experiences –everything from understanding their level of satisfaction to identifying any unmet wants and needs. This is all about a process of continuous improvement.”
Signs with QR codes that link riders to the survey are being placed throughout Metra railcars. The survey will take no more than 3 minutes to complete.
The survey will ask riders about their overall satisfaction as well as their satisfaction with specific aspects of the service, such as on-time performance, cleanliness, communications, and interactions with employees.