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TO: |
Board of Trustees |
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THROUGH: |
Jay Fox, Executive Director |
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FROM: |
Nichol Bourdeaux, Chief Planning and Engagement Officer |
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PRESENTER(S): |
Nichol Bourdeaux, Chief Planning and Engagement Officer |
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|
Cindy Medford, Manager of Customer Service |
TITLE:
title
Constituent and Customer Service - 2022 Annual Report
end
AGENDA ITEM TYPE:
Report
RECOMMENDATION:
Information Item
BACKGROUND:
The Customer Service department provides customer support for UTA customers including rider information, receiving, documenting and investigation of customer and constituent feedback, including commendations for exceptional service by UTA employees. Customer Service is responsible for Fare media sales and support as well as Service Alerts using social media and other platforms to ensure customers are informed before they board our service.
The department’s employees are located throughout the UTA office areas from the Rail Control Centers, Customer (facing) Service Centers, UTA Call Center and Home Agents.
DISCUSSION:
Customer Service, under the Office of Planning and Engagement, will present to the Board of Trustees the annual constituent report, summarizing the customer interactions and key performance indicators (KPI). The report includes quantitative data on the top customer feedback comments, response times, resolutions, the lost and found process and Service Alerts.
ALTERNATIVES:
N/A
FISCAL IMPACT:
N/A
ATTACHMENTS:
Constituent and Customer Service - 2022 Annual Report