Metro’s quarterly report released Tuesday shows the agency improved in rail and bus fleet availability, but customer satisfaction still remains below its goal.
The agency’s second “Vital Signs” document this year resembles a report card on how Metro does in its performance and does the work produce results between April and June.
According to the report, elevator and escalator availability had the highest percentages to meet its goal at 97 percent and 93 percent, respectively.
Some of the improvements stemmed from the replacement of 23 escalators and repairs to eight of them along with 20 elevators, the report states. Also, technicians were assigned to stations affected by the ongoing SafeTrack maintenance project that began in June.
SafeTrack created a 10 percent increase in bus ridership, but customer satisfaction at 78 percent fell below the goal of 85 percent.
The report’s grade of 66 percent for satisfied rail customers marked its lowest percentage ever that’s “attributed to inconsistent service delivery.” At this same time last year, customer approval rating reached 73 percent.
To help improve rail service, Metro implemented a 15-minute grace period to exit at the same station to allow customers to leave without being charged the base fare. This went into effect in July with customers being charged only $1.75 during non-rush hour, $2.15 during rush hour.
The agency also plans to enhance the rail stations with better signs, lighting and ceilings, according to the report.
A data chart shows the Yellow Line had the highest mark at 81 percent of customers arriving on time the first six months of this year; the Orange Line recorded the lowest mark so far this year at 62 percent.
The 44-page document will be discussed Thursday before the board of directors’ Customer Service, Operations and Security Committee at the agency’s headquarters in northwest D.C.
To view the full report, go to http://bit.ly/2clHzT2.