GO Transit wraps up Passenger Charter week

Following a week of events launching GO Transit's first-ever Passenger Charter, GO riders in the Toronto area are getting a chance to tell their favorite customer service stories with the launch of the new Random Acts of GO-ness program.

GO has been highlighting
promises from the Passenger Charter all week, letting passengers know that they
are being heard and improvements are being made. The new Random Acts of GO-ness
program is an opportunity for customers to tell their stories about how GO
employees – and other GO customers – have made riding with GO an easier, more
enjoyable way to travel.

The last of the five
commitments – to help customers quickly and courteously – is GO’s promise to
effectively respond to customer inquiries and help passengers within a short
amount of time. This final promise exemplifies the one-on-one ‘customer-first’
approach that GO is committed to taking with passengers. By asking customers
for their stories, GO hopes to highlight some of these great acts of customer
service that occur across the system.

"This week has been
about making promises to our customers that we intend to keep," said Gary
McNeil, President, GO Transit. "We’ve put our commitments out there and
now we’re asking our passengers to tell us about their experience with our
employees and to tell us what they think we can improve on."

Customers can share their
stories on the Random Acts of GO-ness section at gotransit.com. GO will feature
some of the best stories on the website throughout the year.

GO has made many recent
improvements for providing quick and courteous service:

–   Since January 2010, GO’s call
center staff have been using the automatic vehicle locator system to respond to
customer inquiries about the location of their bus.

–   In 2010, GO hosted 14 Customer
Appreciation Days at stations.

–   In spring 2010, GO updated the web
comment form so passengers can provide details about their trip, helping speed
up the time it takes to investigate and resolve.

Each promise in the
Passenger Charter has measurable targets that are publicly available online.
Visit gotransit.com to learn more about the Passenger Charter promises and the
improvements GO is making.