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Customer Survey Response
CROSSTOWN GARAGE
This graph represents the Crosstown Garage results of the2008
Customer Service Survey.
More
JFK/Crosstown/Wentworth combination trips: In
March 2008, we added three Wentworth and Crosstown combination
trips to increase frequency and reduce overcrowding. In
addition, we adjusted the Wentworth and the Crosstown shuttles
schedules to make sure no direct trips were eliminated. The
situation with JFK is more difficult, since a combined run would
take more time and create delays that would cause a number of
JFK riders to miss their Commuter Rail connections. We will
continue to monitor these shuttle services and make adjustments
to the schedule wherever possible. For more information, feel
free to contact us at 617-632-2800 or email at
feedback@masco.harvard.edu.
Buses are
cold in the morning:
Due to EPA laws, buses can only be warmed-up for ten (10)
minutes prior to pulling out to begin their first trip.
Usually, the bus travels several more minutes from the Bus Yard
to its first stop, but in this case (with Crosstown right across
the street from the Bus Yard), the heater has not had adequate
time to heat the bus fully.
Rude drivers:
Each driver should always act in a courteous manner. Please
report any cases of rude behavior to our customer service
representative at 617-632-2800 so that we can have the
information (route, date, time, bus number) we need to research
the complaint and take disciplinary action as warranted. MASCO
is also working with our provider to implement eight additional
hours per year of customer service training for our drivers. In
addition, we reward and encourage good drivers through our
Driver Appreciation Program.
Poor driving:
Poor driving is of particular concern and is aggressively
addressed. Any concerns or observations you have in this regard
should be immediately reported to us by calling 617/632-2800
with the route, location, date, time, name/description of the
driver, and bus number (if possible) so that we have the
information we need to take corrective action.
Improper
Combination Shuttle signage:
Our service provider has been charged with the task of ensuring
that all of our buses have proper signs. Apart from this, we
have increased our level of street supervision in order to spot
incorrectly signed vehicles.
Dangerous
entrance at Crosstown:
Traffic has increase near the entrance due to the opening of a
coffee shop and a restaurant on Crosstown Way. The Facility
Manager has taken some steps to remove these illegally parked
cars by opening free retail spaces on the garage’s first floor
up to two hours. Violators will be towed.
More shuttles
between 7:30 and 8:00 PM:
We’re currently running up to 5 trips that stop at Crosstown
during this time frame: 7:25 JFK combined trip, 7:30 Wentworth
combined, 7:45 JFK, 7:55 Wentworth/Crosstown and 8:05
JFK/Crosstown. Any Wentworth or JFK buses will take you to
Crosstown after 7:30 PM.
More buses in
the evening:
According to the schedule, there is a Crosstown Shuttle trip
every twelve minutes. Customers should not have to wait for
more than 15 for the bus. Please call the customer service line
at (617) 632-2773 to report any missing trips. Please be aware
that the shuttle is subject to traffic and weather delays. |
