is SEPTA customer service. Jeff Gammage has a
piece in today's (Jan 11) Inquirer about how the transit agency is working to wrap its mind around the concept. It's not easy -- given the size of the system, plus its history of thinking of customers as units to be conveyed, as opposed to sentient human beings. SEPTA managers say they are trying, though you can almost hear them thinking: "And, boy, is it hard to get things changed around here!" They cite improved customer ratings as proof things are getting better. But if you look at the data, which is based on rider surveys, SEPTA still is getting the equivalent of C's to C-'s on most indices. It's hard to build a "Come Ride SEPTA!" campaign around a C in customer satisfaction.
