MARTA Loves Our Customers
Target Audience: Existing MARTA customers were the target audience for this event.
Strategy Objective:On Valentine's Day we deployed a street team throughout the system to hand out Valentine's-themed candy and postcards about the new Rider Advisory Council. During the evening commute we hosted a pop-up event at our transit hub, Five Points Station with live jazz, a prize wheel and photo booth. Our goal for this event was to celebrate our customers on Valentine's Day to show them that we love them and value their patronage by introducing a new chief officer and advisory council dedicated to making their ridership experience exceptional. This is a new direction for MARTA, allowing the community to have a voice in our operations.
Situation Challenge: On February 14, 2020 MARTA announced its first-ever Chief Customer Experience Officer and Riders' Advisory Council (RAC), a group of 24 volunteers who will provide feedback on passenger experience improvements. To celebrate the occasion, MARTA hosted a Valentine's Day-themed event giving customers the opportunity to meet the new Chief Customer Experience Officer, voice their concerns and submit applications for the Riders' Advisory Council.
Results Impact: traveling through our stations and every interaction in between. Launching the advisory council demonstrates that we're committed to improving these experiences and value feedback from individuals who rely on transit. With time, the council will help MARTA to provide better service resulting in increased ridership, higher sales and greater community support.
Why Submit: Launching the Riders' Advisory Council and appointing a Chief Customer Experience Officer has set a new standard for MARTA and public transportation in Atlanta. The event kicked off a renewed commitment to our customers to provide excellent service. Our advisory council will also be an integral part of helping us to restore lost ridership throughout the pandemic.