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“The Metro Customer Experience”

Presented to the Riders’ Advisory Council

December 4, 2008

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Purpose

Metro’s vision is to be the Best Ride in the Nation, and this means being an organization that bases its success upon

providing the best possible customer experience.

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To Measure Our Success...

Metro is proposing 12 Customer Service Delivery Standardsthat encompass all aspects of The Metro Customer Experience.

● Each standard addresses a different aspect of customers’ needs and priorities

● These standards are designed to strike an appropriate balance between customer expectations and the capabilities of the Metro system

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12 Customer-Facing Standards

● Accessibility Standards

● Multimodal Travel Standards

● Aesthetic and Environmental Standards

● Facilities Standards

● Customer Service Standards

● Customer Information Standards

● Safety & Security Standards

● Staff Training & Behavioral Standards

● Operating Standards for Metrorail

● Operating Standards for Metrobus

● Operating Standards for MetroAccess

● Operating Standards for Vertical Transportation

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Accessibility StandardsMetro’s goal is to be fully accessible to all customers

Objectives:● Provide an accessible pathway with ingress/egress routes as short as possible● Ensure accessible paths are kept as short as possible while the grade of the pathway

and cross slopes are minimized● Promote the use of accessible facilities where provided● Make lifts available to all customers at all times● Minimize the platform-train gap● Provide sensitivity training for all staff

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Multimodal Travel Standards

Metro’s goal is to provide customers a "seamless” experience

Objectives:● Promote easy interchange between Metrorail, Metrobus, MetroAccess and other

modes to provide interchange routes that minimize walk times● Ensure that information on interchange modes is made available in the form of a

“take one” map● Provide trained staff ● Provide real time information in audible and visual form

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Aesthetic & Environmental StandardsMetro’s goal is to provide a safe, clean, and attractive environment

Objectives:● Ensure a consistent “look and feel” throughout the system● Conform to the latest planning standards when modernizing● Plan and design improvements to stations in a manner which respects the station

and its surrounding environment● Ensure that stations and vehicles are clean● Ensure that information is consistent, clearly visible, and easy to understand● Ensure that station and vehicle lighting levels are consistent

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Facilities Standards

Metro’s goal is to ensure that facilities are designed, equipped, and maintained

Objectives:● Maximize total customer benefit by providing the appropriate level of amenities and

facilities ● Provide air conditioned underground stations ● Explore new opportunities for customer amenities ● Provide public rest rooms at stations where not prohibited by security

considerations

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Customer Service Standards

Metro is committed to becoming a fully customer-focused organization

Objectives:● Undertake regular and frequent customer and market research ● Ensure that information on Metro’s performance is published regularly and is

widely available ● Provide information on how to contact Metro and the Riders’ Advisory Council● Adopt a consistent approach in dealing with comments to listen to customers and

use their input

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Customer Information Standards

Metro’s goal is to provide necessary information in convenient locations

Objectives:● Provide clear, consistent signs that are easily read and identified ● Provide real-time information displays at convenient locations ● Provide static information displays in stations and in vehicles ● Ensure that essential information messages are visibly conveyed● Ensure that customers are quickly and accurately informed during an

emergency or service disruption ● Provide audible information that is clear and concise

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Safety & Security Standards

Metro’s #1 goal is to ensure that all of its customers are able to use the system safely

Objectives:• Improve customer awareness of security and emergency preparedness• Address the specific concerns of vulnerable populations• Deploy security equipment and personnel in strategic locations

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Staff Training & Behavioral Standards

Metro staff play a major role in ensuring a “customer friendly” experience

Objectives:● Recruit and train staff to ensure customers are treated respectfully and

offered assistance without prompting● Ensure staff members are dressed in accordance with their job requirements ● Ensure staff members inform customers of service delays and provide other

important information as needed ● Ensure staff members are knowledgeable of services and facilities available

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Operating Standards for Metrorail

Metro’s goal is to move passengers safety and efficiently

Objectives:● Provide service frequencies to minimize crowding ● Notify customers of planned service interruptions 10 days in

advance ● Implement customer-focused recovery plan to minimize delays and

ensure rapid recovery following any service disruption● Provide adequate service in connection with major events

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Operating Standards for Metrobus

Metro’s goal is to provide excellent service for all Metrobus passengers

Objectives:● Ensure our customers have an excellent riding experience while

getting to their desired destination in a timely manner ● Establish service frequencies and patterns that minimize crowding ● Establish customer-focused recovery plan to minimize delays and

ensure rapid recovery following any service disruption ● Provide adequate service in connection with major events

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Operating Standards for MetroAccess

Metro’s goal is to provide service for those whose disabilities prevent them from using accessible Metrorail and Metrobus

Objectives:● Provide on-time pick-up within a 30-minute window ● Ensure safe boarding, deboarding, and wheelchair securement● Provide respectful and courteous service with sensitivity to special needs● Ensure clean, well-maintained vehicles● Provide door-to-door service

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Operating Standards for Vertical Transportation

Metro’s goal is to provide safe and reliable vertical transportation

Objectives:● Maintain working elevator(s) and escalators at each station● Provide proper signage, messaging and transportation if a unit is not available● Ensure customers are aware of outages and know their alternatives● Provide adequate staff and equipment ● Provide proper signage to notify customers of the estimated outage duration