Customer Complaint Summary 12/04 12/05 Oct- 05

Transcription

1 Date January 5, 6 To From Matt Raymond Gail Harvey Subject Customer Input Report December 5 For the second consecutive month, customer complaint volume fell below the -report level. Unlike last month, December s monthly total was less than December 4. Accordingly, the - month moving average declined. A total of 883 customer complaints were received in December, 8.7 percent less than the November figure and an almost percent decrease from the December 4 total. Due to the favorable year-to-year comparison, the long-term average decreased to,3 from,4. At the time this report was being prepared, December ridership figures were unavailable. Accordingly, the calculated Complaints per, Boardings figure provided below,.74, is an estimate based on the final November boardings total. Among the Major Categories, only Passed Up complaints outpaced its November total with 58 reports, a 6 percent increase. On the positive side, the Schedule Adherence group as well as the Unsafe Operation and Operator Discourtesy categories each showed improvement with respective 3%, 8% and 7.75 percent decreases. The table below provides an overview of customer input highlights for the past 3 months. Total Complaints -Month Average Complaints Per K Schedule Adherence Passed Up Unsafe Operation Operator Discourtesy Operator Commends Dec- 4 Customer Complaint Summary /4 /5 Jan- Feb- Mar- Apr- May- Jun- Jul- Aug- Sep Oct- 5 Nov- 5 Dec * *est

2 Complaints received in connection with Contract Service operations followed the favorable downward trend with a total of 5 reports in December, a 3 percent drop from the November total, and a 39 percent decrease from the December 4 figure. Accessible Service-related complaints improved in December 8 reports were received, ten fewer than the previous month. However, the -month complaint average for the combined Accessible Service categories rose very slightly to 4.83 since, with just 6 reports, the December 4 total was even lower. Please refer to the accompanying graphs and charts detailing the December 5 complaint totals, division comparisons and category distributions. Rail Customer Input Metro Rail passenger input declined sharply this month. Forty-two Rail reports were received, a decrease of 49 from the November total, nearly a 58 percent decrease. Only one Rail complaint category reached double figures this month: Ticket Machine Complaint with 4 reports. Reports of unsatisfactory or offensive conduct by passengers or others either on board trains or in Metro Rail stations or facilities was the second highest Rail issue with 8 reports. Only two reports regarding elevator/escalator maintenance, cleanliness or operations were received during the month. Attachments CC: C. Aguayo N. Ahuja D. Armijo M. Barrett L. Bybee J. Catoe M. Clark A. Clifford D. Coffey M. Davis C. Drummond J. Falicki H. Farah G. Francis J. Gabig M. Grace-Hall S. Greene H. Guerrero D. Hershenson T. Horne R. Hunt D. Jackson B. Jones M. Littman J. Litvak T. Matsumoto M. Maestas R. Morallo W. Morse H. Ortiz D. Ott S. Page D. Ramirez J. Roberts J. Satin-Jacobs J. Simon R. Snoble R. Townsend M. White B. Yassan Transportation Division Managers

3 Major Category Distribution December Total Customer Complaints Passed Up 7.9% Schedule Reliability 3.4% Unsafe Operation.4% 7 49 Discourtesy.% All Others 8.%

4 Total Monthly Complaints vs. -Month Moving Average January 5 - December 5 8,344 - Jan '5 Average -Month Moving Average --,3 Monthly Complaints Drops off /4 /5 4/5 6/5 8/5 /5 3/5 5/5 7/5 /5 /5 9/5 /5 Monthly Complaints -Month Average 3 Months are shown to provide same-month, previous-year comparison.

5 Major Categories - Schedule Adherence Early/Late/No-Show Reports January 5 - December 5 8 Jan '5 Average Month Moving Average Drops off /4 /5 /5 3/5 4/5 5/5 6/5 7/5 8/5 9/5 /5 /5 /5 Early/Late/No-Show -Mo. Avg. 3 Months are shown to provide same-month, previous-year comparison.

6 Accessible Service Complaints Dec ' / 7/ / 7/ /3 7/3 /4 7/4 /5 7/5 Monthly Complaints - Accessible Service -Month Average for this Group: 4.83 reports per month

7 Schedule Performance Categories Complaints per Service Hours /Division Comparison - December 5.5 SFV SGV GWay SBay WCent C/S Complaints/K Svc Hrs. - Early/Late/No Show D SFV D5 System Avg D3 D9 D SGV.5 D.4.6 D5.67 D D D6.3 D GWay SBay W/Cent.59 C/Svcs Cont. Svcs.

8 Operator Performance Complaints/ Operators 5 5 SFV SGV GWay SBay WCent C/S Operator Performance Categories: Unsafe Operation; Passed Up; Operator Discourtesy; Operator Conduct; Accessible Svc. Pass-Up; Accessible Svc. Behavior 3.5 D8.9 D5 SFV.98 Operator Performance Categories Complaints per Operators /Division Comparison - December 5 System Avg D D9 SGV D 6.58 D D D D D7 D GWay SBay W/Cent 7.9 C/Svcs Cont. Svcs.

9 Number of Commendations Received D8 4 D5 Operator Commendations /Division Comparison December 5 D3 3 3 D9 D D Operator Commendations D5 5 D8 3 D6 9 D7 6 D 9 D9 San FernandoVal. San Gabriel Val. Gateway Cities South Bay West/Central Cont. Svcs. 4 Operator Commendations Per Operators /Division Comparison - December 5 SFV SGV GWay SBay WCent C/S Operator Commendations per Operators D D5 SFV D9 D3 SGV..54 D D8 D D 3.45 D D7.5 D GWay SBay W/Cent 3.8 C/Svcs C/S

10 Total/Major Complaints -- Month Comparison PCMS /5 /5 3/5 4/5 5/5 6/5 7/5 8/5 9/5 /5 /5 /5 Total Complaints 3 Mo. Moving Average Mo. Moving Average Complaints/K Boardings Mo.Avg. C/K Brdngs. Schedule Reliability mo Avg-Skeds Pass Ups mo Avg-Passup Unsafe Operation mo Avg-Unsafe Discourtesy mo Avg-Discurt All Others mo Avg-All Others * Schedule Reliability Pass Ups Unsafe Operation Discourtesy All Others S*P*U*D %age of Total Sum 33.59% 3.56% 3.67% 3.% 7.7% 7.47% 34.33% 36.6% 36.4% 3.68% 3.85% 3.35% 6.96% 6.8% 7.6% 8.7% 6.79%.% 7.6% 3.95% 3.7% 7.6% 4.6% 7.89%.33% 3.3%.5%.4% 3.77%.9%.7% 8.3% 9.4% 8.77%.38%.44%.58%.34%.% 3.56% 3.48%.45%.4%.38%.99% 9.9%.%.% 8.55% 7.98% 7.% 5.% 8.79% 8.3% 7.39% 9.% 9.46% 3.3% 3.7% 8.% 7.45% 7.% 7.99% 74.88% 7.% 7.97% 7.6% 7.88% 7.54% 67.97% 69.9% 7.8%.%.%.%.%.%.%.%.%.%.%.%.% *est. /5/6 at :3 AM page BLT_XL(6)

11 PCMS Metro Bus Customer Complaints by Division FOR THE MONTH OF: December 5 Description C/S N/D Total % OF TOTAL LAST MO LAST YR Bus Stop (Damage/Location/etc.) 9 9.5% 6 Early Schedule % 8 3 Late Schedule % 8 75 No Show % 7 95 Off Route % 8 Layover Zone 4 8.9% 6 6 Faulty Equipment.5% 4 8 Heat/Air Conditioning 3.34% 3 3 Dirty Bus.% Headsign Problems 3.34% 5 Transfer Problems.3% 6 3 Disputed/Wrong Fare 9.% 5 HC I.D. Card.3% Student I.D. Card.% Improper Curb Stop 7.79% 6 8 Unsafe Operation % 7 Accident % 4 5 Passed Up % 36 Carried Past Stop % 3 7 Wednesday, January, 6 An underlined CategoryTotal indicates a ± report difference from the previous month. Page of 3

12 Description C/S N/D Total % OF TOTAL LAST MO LAST YR Failure to Call Stops 3 9.% 7 5 Op. Discourtesy % 6 Gen. Emp. Discourtesy.% 3 Sexual Harassment.% Crowded Bus (Add`l Svc Rq.) 7 9.% 7 4 Passenger Conduct 7 9.% 7 9 Operator Conduct % 43 3 Incorrect Info - Bus Operator 5.57% 3 TeleInfo/Trip Planner Complaint.3% Misc. Complaint 5.7% 3 4 Accessible Service - Pass Up 5.57% 7 5 AccSvc Pass Up (Advised) 4.45% AccSvc Pass Up (Denied) 5.57% 8 AccSvc Pass-Up (Equipment).3% 3 3 AccSvc Transit Failure (Other) 3.34% 4 3 AccSvc Operator Behavior 8.9% 6 AccSvc Wchr Securement.% 8 Shake-Up /8/5 - Svc Changes % Wednesday, January, 6 An underlined CategoryTotal indicates a ± report difference from the previous month. Page of 3

13 Description C/S N/D Total % OF TOTAL LAST MO LAST YR TOTALS % CHANGE LAST MONTH % OF CHANGE LAST MONTH -9% -% -6% -5% -8% 5% % -4% -% -5% -8% -3% 3% -8.7% CHANGE LAST YEAR % OF CHANGE LAST YEAR -34% -7% -43% -9% % -9% 7% % -3% 9% -3% -39% 3% -.9% Misc. Request/Comment/Sugg Schedule-Related Cmnt/Rqst 4 4 Refund Request >$. 3 Commendation (Operator) Commendation (General) 3 3 Transit Video System (non-ops) 5 5 Proposed/Future Svc Changes Wednesday, January, 6 An underlined CategoryTotal indicates a ± report difference from the previous month. Page 3 of 3

14 Metro Rail Operations-Related Input PCMS/Rail December 5 BLU GLD GRN RED Total Rail LineTotal Dirty Rail Car Dwell Time (Unable to board/alight) 3 5 Rail Info/Announcement Complaint Rail Personnel Conduct Train Passed Up Station Train Running Early Unsafe Operation Unscheduled Off Route Operations Wednesday, January, 6

15 PCMS/Rail Metro Rail Non-Operations Input December 5 BLU GLD GRN RED Total Rail LineTotal LASD Personnel Discourtesy Passenger Conduct Rail Facility/Park'n Ride Complaint 5 Ticket Machine Complaint Total Metro Rail Customer Input - December 5: 4 Wednesday, January, 6