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Customer Survey Response
M2 Cambridge LMA
Shuttle
This graph represents the M2/Cambridge results of the2008
Customer Service Survey.
More frequent
runs after 7:30 PM/AM and PM Express buses:
We have added additional service in the evening, to alleviate
passenger congestion. With regard to the Express Service,
unfortunately, the City of Cambridge prohibits additional
service on this route.
Buses breakdown
frequently:
The M2 shuttle buses are fuel-efficient, low-emissions vehicles
retrofitted with CMX catalytic converters, using Ultra-Low
Sulfur Diesel fuel. We were able to reduce the hydrocarbon
emissions by 90% (from 91 g/mi to .06g/mi), and 93% reduction in
particulate matter. Unfortunately, the equipment used to
achieve these goals has required frequent maintenance. However,
our service provider has found a new generation of filters that
will address these issues and help keep these buses on the road.
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.
Where is the bus?
You are now able to check the current location of the
M2/Cambridge and M2/Coolidge Corner anytime and anywhere with a
mobile phone (web enabled)
http://shuttles.masco.org/m or the Internet
http://shuttles.masco.org. The LMA Transit Visualization
System (TVS) is helping our M2 shuttle riders to save time, stay
safe and have more control over their schedules while enabling
the service provider and MASCO administrators to manage the
fleet with unprecedented clarity. The TVS system doesn’t just
give periodic updates of a vehicle’s location; it actually
conveys a vehicle’s motion.
The M2 bus service is the best I have seen:
Thank you for your kind words. Our goal is to provide the best
customer service.
Change first AM trip time from 6:40 to 6:30 /
More Coolidge Corner trips at 7:00 and 8:00 PM:
The M2 schedule is set by HMS. We will bring this request to
their attention..
Restrict the use of cell phones on the buses:
We understand the inconvenience of someone talking on the cell
phone while you’re trying to read or relax during the commute.
In an effort to address this problem, we have placed posters on
the shuttles to remind people of proper cell phone etiquette.
We will re-invigorate this campaign.
I want to remind you that you are now able to check the
current location of the M2/Cambridge and M2/Coolidge Corner
anytime and anywhere with a mobile phone (web enabled)
<http://shuttles.masco.org/m>
or the Internet
<http://shuttles.masco.org>.
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