GO Transit “Keeping you in the know”

Over the past few weeks our team (Aaron, Anastasia , Danielle and myself) have dug a little deeper to see how we can provide suggestions to GO Transit keeping in line with the Organization’s goals to ensure they can keep customers in the know.

Program Objectives:
Part of GO Transit’s objectives in reaching one of the organization’s goals of becoming a leader in customer service is service reliability.
“Customers will be able to depend on GO Service”, part of this plan will keep the travelers up to date with current scheduling details of train trips arriving 5 minutes of their scheduled time.  “GO 2020” plans to beef up the following for its customers:

  • Provide excellent customer service
  • Effective customer communications
  • Increase accessibility for persons with disabilities

(http://gotransitnlb.gotransit.com/public/en/docs/publications/Strategic_Plan_GO_2020_lowres.pdf) page 13 and 15

This is easier said than done.  Go Transit is lucky that many of the riders don’t have much of an option when it comes to choosing a method of transportation.

Customers have dealt with the promise of increased customer satisfaction regarding train delay update information (keeping them in the know) but have received guaranteed fare hikes in return.  This has created some negativity amongst riders that have been spread over the internet via blogs and many riders have chosen to follow these riders instead in order to receive updates on their train lines.

Our plan:
From the research our group did (mentioned in a previous blog post) we unanimously agreed that Vancouver’s Transit System, TransLink had a great system in place with keeping their customers in the know.  Based on the findings, we have been able to add to our suggestion or tactic if you will.

Our plan… sure its a small piece of the puzzle but we feel that it will help guide the big picture GO Transit is working towards.  Our plan is to utilize the Train Ambassador (a Train Ambassador is a Customer Service Rep that is stationed on each train line in the 5th car) and give them the authorization to update the customers to help them plan their trips wisely.  Here’s what we came up with:

  • The Train Ambassador (for each train line – in our case we are focusing on Lakeshore West line) will use social media tools to provide real-time updates.
  • We feel a twitter account dedicated to the Lakeshore West Line (@LkShWGO) will reduce the number of tweets going in/out on the main account and the customers following this handle will have current information for their trip which will help keep them in the know
  • Keeping the tweets going out, short and sweet and most importantly accurate and personalized with the ambassador’s initials
  • In order to gain more followers the @LkShWGO will follow the major influencers as well become aware of some of the customer service complaints that have not been directly addressed to Go Transit.

This tactic is a start to increasing customer satisfaction one tweet at a time and continue to improve and work towards GO Transit’s 2020 customer service plan.  We have put together a Case study/presentation that will tie in nicely to GO Transit’s plan please feel free to check it out.  Here’s the link….enjoy!

Go Transit Case Study


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