The Chainlink

Metra Survey - Take It! (Update: survey now closed)

Metra seeks riders’ feedback after just 30% of trains on time in January storm

BY ROSALIND ROSSI Transportation Reporter February 10, 2014 1:44PM

Snow is pushed off suburban Metrline tracks last month. | Sun-Times files

Snow is pushed off suburban Metra line tracks last month. | Sun-Times files

Updated: February 11, 2014 2:17AM

 

Metra launched a massive customer service survey Monday as it conceded under legislative grilling that only 30 percent of Metra trains were on time during the extreme cold that gripped the Chicago area Jan. 6-7.

At least 85,000 riders who get Metra email service alerts should be receiving the survey, officials said Monday. Others can go to metrarail.com  (LINK to survey is actually here, I had to google it) to fill out the “Customer Communication Survey” which asks, among other things, how Metra can improve “customer communications” — a top beef of those who weathered bone-chilling cold during the Metra delays last month.

Full article here

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Permalink Reply by Thunder Snow on February 11, 2014 at 11:26am

Survey done. I berated them for never having live customer service assistants on-site when you need them, and for blatantly lying about service problems on occasion.

Permalink Reply by Julie Aberman (Hochstadter) on February 11, 2014 at 11:44am
Suffice to say they need help...... who knows if they will take any of the suggestions to heart although it's nice they are being held accountable for their utter lack of communication of delays.

I can't imagine trying to rely on it with children in this weather.

Wasn't so crazy about their survey questions either. I use it often but don't always have an exact stop I get on or off.
Permalink Reply by Thunder Snow on February 11, 2014 at 12:46pm

Marty Oberman just got elected Metra chairman.  That could be a good thing. He's got a record for being independent and has an urban base rather than a suburban Republican mindset.

Permalink Reply by Steve Taylor on March 18, 2014 at 5:39pm

Not so friendly neighborhood conductor here. Anyone have any questions concerning this? Ill answer best I can

Permalink Reply by Thomas Bruzan on March 18, 2014 at 6:23pm

What I find most disgusting is when a handicapped person is riding Metra and they announce to everyone on the train that it is late "Due to accommodating passengers".

Permalink Reply by Steve Taylor on March 18, 2014 at 6:27pm

They need to do away with all those automated announcements that come over the p.a. on the train. Of course the reason they make them to begin with is because some asshole will invariably ask ( after the handicapped person was boarded using the lift)  why are we waiting here so long? what's the hold up?

Permalink Reply by Julie Aberman (Hochstadter) on March 19, 2014 at 8:01am
Permalink Reply by Julie Aberman (Hochstadter) on March 19, 2014 at 8:08am

Steve thanks for reaching out.  For me at least I think it's more system-wide complaints most people have than conductors themselves.  Most of you are awesome and are just trying to follow the current rules.  It's the rules, guidelines, maintenance and infrastructure that needs a revamp. You guys are all just doing your job and in the past 2 years I've noticed conductors have been better at assisting in telling people move if they are in the designated bike area. It's a super uncom thing for me to tell passengers that they have to move since this area is designated for bikes, and having support from the conductors on this rule helps me.  

If you have updates on any changes that are coming down the pipeline that you can share, would love to hear them.


Steve Taylor said:

Not so friendly neighborhood conductor here. Anyone have any questions concerning this? Ill answer best I can

Permalink Reply by Anne Alt on March 19, 2014 at 12:33pm

My experience has varied depending on the conductor and run. Some are fantastic - friendly and helpful. Others not as much. On the Rock Island, my experiences are usually good, however, it got a lot more difficult last summer when the number of open ADA accessible cars was often just 1 or 2 on weekend runs, with WAY too many people competing for that space - disabled folks, people with little ones in strollers, folks with suitcases and - oh yeah - those of us with bikes.

Julie Hochstadter said:

...in the past 2 years I've noticed conductors have been better at assisting in telling people move if they are in the designated bike area. It's a super uncom thing for me to tell passengers that they have to move since this area is designated for bikes, and having support from the conductors on this rule helps me. 

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