Mystery Riding for Transit Companies
Improving ride quality, reliability and paratransit services
Project Summary
Transit Authority Service Improvement Through Mystery Rider Program
Facing a surge in rider complaints, a transit authority enlisted ACPVIEW to conduct an in-depth analysis of service performance. Through a strategically designed mystery rider program, ACPVIEW identified root causes affecting customer satisfaction. The investigation uncovered key issues in driver conduct, equipment reliability, and operational compliance. These insights enabled the transit agency to implement targeted improvements, leading to enhanced service quality and a better overall rider experience.
The Situation
No Clear Insight Into Whether Complaints Signaled Widespread Problems
Limited Oversight of Driver Performance and Service Reliability
Rising rider complaints related to ADA compliance
Plan of Action
- Initiated Systemwide Mystery Rider Evaluations
- Evaluate Operator Conduct Through Field Observation
- Report on ADA Regulatory Compliance and Announcement Protocols
Key Achievements
- ADA Violations Addressed Through Operator Retraining and Disciplinary Measures
- Announcement system failures addressed and resolved within days
- 24-Hour escalation of serious violations improved response times and issue resolution
- Systemwide monitoring flagged performance concerns tied to certain routes and garages
What We Accomplished
- Evaluated complaints such as missed stops and unannounced destinations
- Identified serious driver issues like mobile phone use and inappropriate conversations
- Facilitated quick resolution of technical issues in buses
- Enabled corrective actions, retraining, and long-term service enhancements
