|
Customer Survey Response
Ruggles Express
Shuttle
This graph represents the Ruggles Express results of the2008
Customer Service Survey.
Shuttle Buses are Overcrowded in AM:
Newer and larger buses with more seating capacity
will be assigned to the Ruggles Express shuttle effective July
2008. An additional bus will also augment the service in the AM
and PM to alleviate the overcrowding.
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
Buses are not in
shape - Lack of A/C:
With the arrival of the newer buses, these problems will be
eliminated.
Construction
Workers and High School Students taking seats / Check IDs:
We have placed additional supervisory staff at key locations in
the afternoon in an effort to encourage students and
construction workers to use MBTA service instead of our
shuttles. Checking IDs would slow down boarding, causing
additional delays in our service. We will continue to monitor
capacity, particularly in the afternoons, and work to add
additional service as warranted.
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
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.
3 or 4 buses are
taking their break when passengers are waiting in the cold:
We have continued to add service to this shuttle
route to reduce wait-time and overcrowding—particularly during
the 7 AM time-period to accommodate the large number of riders
from the Providence Commuter Rail. Drivers in the bus circle
have been instructed to pull-up to receive passengers as soon as
the loading area is available. Drivers failing to do so (or
taking unauthorized breaks) will be disciplined. In addition,
new, larger buses will be assigned to this route beginning in
July 2008 to further reduce overcrowding and improve service.
Some drivers talk on the cell phone while
driving:
Any driver who is caught talking on the cell phone while driving
will be suspended for three days. Please contact us at (617)
632-2800 to report this violation by giving us the route, time,
driver name/description and bus number (if possible).
|
