The solution is clear: people need to complain about over-crowded trains. Otherwise, if there are no complaints then GO will see their performance as exemplary even if we're stacked like cordwood in the coaches.
Service industries in Canada cannot use a compliant based system to measure the satisfaction of its patrons. The majority of people will not complain, but will simply not return....except of course in this case in which we do not have a choice.
Did they remove the month by month scores or maybe I just can't see them on mobile. Those were fun to watch.
I also notice they say 100 percent of complaints were resolved on the first contact. I highly doubt that. I have had many that were not resolved quickly or at all. I'd like to see the data to support that.
Go has 60m passengers, so 1800 complaints per year would cause them to miss their target... That's only 36 per week, or 5 per day. So, it doesn't take many people complaining about crowded trains every time to make them miss their target....
6 comments:
At least it's "Better Than Zero"
The solution is clear: people need to complain about over-crowded trains. Otherwise, if there are no complaints then GO will see their performance as exemplary even if we're stacked like cordwood in the coaches.
Service industries in Canada cannot use a compliant based system to measure the satisfaction of its patrons. The majority of people will not complain, but will simply not return....except of course in this case in which we do not have a choice.
Still can't meet their own targets even after moving the goalposts!
Did they remove the month by month scores or maybe I just can't see them on mobile. Those were fun to watch.
I also notice they say 100 percent of complaints were resolved on the first contact. I highly doubt that. I have had many that were not resolved quickly or at all. I'd like to see the data to support that.
Go has 60m passengers, so 1800 complaints per year would cause them to miss their target... That's only 36 per week, or 5 per day.
So, it doesn't take many people complaining about crowded trains every time to make them miss their target....
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