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Welcome
 Customer Satisfaction
As COTA’s President/CEO, I pledged to ride a bus route each week to talk to customers about how we can improve our services. Over the past 22 months, staff has participated in 80 bus rides (all routes have been traveled). Staff has talked to over 650 customers and has solicited over 1700 comments. The top five comments include: (1) More service – 355, (2) On-time service – 146; (3) Safety/Security/-Maintenance – 102; (4) Improve Customer Service - 95; (5) Timely Communication – 60.
Additionally, we have made the following improvements based on customer feedback:
- Incorporated customer feedback into COTA’s Long-Range Transit Plan
- #1 Comment – Need more service
- Implemented No Stress Express (#36 Annehurst & #47 Brice Road)
- Improved passenger amenities
- Bus stops, bus stop shelters, passenger waiting areas
- Bus route improvements
- Schedule time enhancements
- Route improvement
- # 16 S. High Street
- # 46 Eastland Express
- # 56 Tuttle
- # 57 Hilliard
- # 84 Arlington/OSU/Grandview
- Enhanced customer communication
- Website redesign/Trip Planner/real time bus info.
- COTA Connection IVR “Live Person”
- Implemented customer service training for bus operators
- Operators go through eight hours of refresher training per year.
- Training is conducted all day every Tuesday and Thursday as of June 6, 2006. Every operator is scheduled to complete the training by December 2006.
- Implemented security/customer safety programs (undercover and uniform officers on buses)
Report Card
To keep the public informed of our commitment to excellent customer service, COTA will provide the community with a quarterly report card (performance measurement) that measures on-time performance, customer satisfaction, safety, reliability and fiscal responsibility. This information will be reported to you quarterly on our COTA website. To view the current report card, please click here.
Website
The COTA Website will also provide you with the latest COTA information, including our timetables and maps -- that may be printed for your convenience, a trip planner -- to schedule your next trip, pass programs, and other information regarding our fixed-route and paratransit services (Project Mainstream).
Contact Us
COTA is an important resource to the residents and visitors of central Ohio and we want to hear from you. Please contact COTA Connection at (614) 228-1776 or you may e-mail your comments or suggestions.
Thank you for your continued support of the Central Ohio Transit Authority.
Wm. J. (Bill) Lhota
President/CEO |
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