Tuesday, November 4, 2008

Know your customer: Los Angeles Metrolink edition

Apparently the LA Metrolink transit system doesn't have a board member who regularly uses the system. While I don't think it's critical for all public agencies to be run by those who use the services, I do think in the case of transit at least one person who uses the system on a daily basis should be represented. The reason for this is that transit is in the business of competing with other modes of transportation for riders. It's important to know what that ridership experience is. The ridership data and cursory tours of transit systems will only go so far for informing service innovation. Transit agencies should think more entrepreneurially about their core business, and to do that they need to understand how their customers value the system and services offered.
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