UTA Fine-Tunes Analysis of Its Complaints

UTA Fine-Tunes Analysis of Its Complaints

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SALT LAKE CITY (AP) -- Overall, Utah Transit Authority riders are satisfied with the service they're receiving.

Last week, members of the U-T-A Board of Trustees had an opportunity to review how complaints are reviewed and resolved internally.

The top complaint was a rider not being able to meet their bus or train. Reasons include driver error, a non-visible stop and not being at the stop in time.

U-T-A has a new system to log and respond to customer complaints, comments and requests. The agency now categorizes comments using a unified database where information is stored and reviewed as a whole. U-T-A officials say the system allows them to meet customer needs more efficiently.

U-T-A riders who want to make a comment or complaint can call 1-877-882-0200. Calls can be taken from six a-m to seven p-m, Monday through Saturday.


By the Numbers:

20-thousand customer comments have been received by U-T-A over the past six months.

804 comments were to "commend" UTA on services provided.

625 comments were attributed to "customer error," or unfamiliarity with UTA's system

494 comments were to complain that customers didn't get on a mode of transportation.

(Copyright 2005 by The Associated Press. All Rights Reserved.)

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