Madison Metro provides on average 70,000 rides a day, but not all rides are created equal. Some of the happy and not-so-happy passengers share their feedback with the transit agency. Last year, rider complaints, compliments and suggestions added up to 3,159 items, down slightly from the year before.
“We have one of the best complaint systems in the city,” says Metro general manager Chuck Kamp.
Metro’s call center handles about 200 calls a day, including requests for paratransit rides — essentially a cab service for the disabled.
According to customer service and marketing manager Mick Rusch, feedback is documented, categorized and passed on to the appropriate department. “Providing information to us is very helpful in getting us closer to short-term and long-term fixes,” he says.
Last year, Metro surpassed its goal of responding to 90% of customers who requested a response to their feedback.
“That is a key aspect of our customer service, even though I know if we don’t do 100% of what everyone wants there is going to be a sense that we’re not doing anything,” he says.
Between Jan. 1 and March 25 of this year, Metro received 917 items of feedback. Below are some highlights, including the responses Metro provided.
Jan. 6
Complaint: Driver smelled like she had been drinking.
Response: Driver had used a significant amount of Purell Hand Sanitizer before eating. No trace of drinking alcohol detected on her breath.
Jan. 12
Complaint: “Driver starts and stops with violent sudden motion causing boarding passengers to stagger and fall.... Almost seems like he is angry and wants people to fall.”
Response: Memo sent to driver.
Jan. 16
Complaint: Driver cut across three lanes at high speed, cutting off other drivers before recklessly turning onto the Beltline.
Response: Operator talked to about his driving habits.
Jan. 19
Complaint: “Are you fucking kidding me?! Why in God’s name would you reduce your bus schedule on a day that I have my final exams for school? Don’t you know people still have to work? Madison’s bus system is so fucked.”
Response: Route 31 runs its regular weekday schedule on the MLK holiday, not a reduced schedule.
Feb. 24
Complaint: “Whomever made the decision to change the Route 18 [so it] leaves before the other buses arrive needs to come sit at the West Transfer Point and freeze like we do.”
Response: “Hey, I have an idea: Why don’t you wait at the mall and catch the ones that leave there at 5 p.m.?”
Feb. 28
Complaint: Bus was late due to a rally downtown. Driver asked buses to hold at West Transfer Point, but they didn’t. “This was a bus full of people who missed their connections.”
Response: Requests for holds are not mandatory; they’re a courtesy.
March 3
Compliment: Driver “is beyond kind to all his riders. He coached a teenager from standing in the road while hailing a bus, he waited patiently for an old man to unload his groceries..., and he remembered another rider and where he needed to go. All of this in my less than 2-mile ride!”
Response: Sent to fixed-route operations.
March 11
Complaint: Customer states that she was protesting near the Darbo area on East Washington when the driver...“was giving the thumbs down and flipping off protesters.”
Response: Reminded driver he is driving a city vehicle and is to remain professional at ALL times.
March 25
Complaint: Caller says she avoids riding the bus as much as possible because of the offensive noise from the turn signals. And she just can’t watch the drivers suffer the noise either. Would move to another state if she could, but can’t.
Response: No investigation required.
See related: "Victims of success: As ridership booms, Madison Metro finds it cannot please everyone"
