Please excuse cross posting.
In June, I posted a research inquiry regarding customer communications at public transportation agencies. I am specifically researching phone information and correspondence units. Thanks to SmarTraveler, Northern Spirit, and others for responding!
Now, I am hoping to talk to public transportation professionals who can share their experiences with accepting e-mails. I am looking for information about volume of e-mails received, types of e-mails, and benefits (or lack of) to the transit agency of receiving e-mails.
Also, Northern Spirit sent to me a "Passenger's Charter" that informs riders of phone numbers and waiting times, among other services. Are there other public transportation agencies that publish and distribute passenger's charters?
The goal of my work is to inform and advise New York's MTA about industry standards and experiences as related to customer communications.
My sincerest thanks for your consideration of my inquiry.
Sarah E. Massey
Research Associate
Permanent Citizens Advisory Committee to the MTA
347 Madison Avenue
New York, NY 10017
(212) 878-7111
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www.pcac.org
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