A recent front-page headline in the Frederick News Post, “One in five TransIT complaints involve rude bus drivers”, has given the wrong impression when it comes to TransIT driver’s customer service.
Last year, TransIT drivers interacted with customers 909,804 times and there were 51 driver complaints. This is .0056% of all interactions. That is 5/1,000 of one percent.
To say 1 in 5 complaints were about discourteous drivers is misleading.
Rather, 1 in 17,839 customer interactions generated a complaint about a driver. The 1,183 complaints mentioned in the article are total complaints OVER A 5 YEAR PERIOD. Over that same 5 year period, there were 242 complaints about drivers who interacted with customers well over 4 million times.
TransIT drivers are award-winning and have been recognized by the Transportation Association of Maryland each year since 2008, the period covered by this story. In fact, in four of the five years, our drivers won both Best in State awards: Fixed Route Driver of the Year and Paratransit Driver of the Year. In 2009, a TransIT driver won Fixed Route Driver of the Year.
In addition, in 4 of the last 5 years, TransIT has been recognized as either Best Fixed Route System or Best Paratransit System IN THE STATE. These recognitions would not be possible without the outstanding customer service of the front line drivers who are the heart and soul of TransIT.
The headline misrepresents TransIT drivers, even though the text of the story bears out what we already know – our drivers are among the most courteous and professional in the state. In the part of the article which ran on page 2, some riders were interviewed and they had only good things to say. TransIT’s hard-working drivers are deserving of praise. As one of the posted comments with the online article says, “I commute to work and take Metro Rail and Buses as well as Meet-the-Marc. Trust me, the Transit drivers are 100 times better than the ones in DC…...”
The numbers show that TransIT drivers provide excellent customer service, just ask the passengers!
In 2012, there were only 51 complaints about drivers over 909,804 customer interactions.