In SacRT, Customer Satisfaction is grouped under the ‘Vice President, Security, Safety and Customer Satisfaction’ position, which is held by Lisa Hinz. The grouping of customer satisfaction with security and law enforcement has led to many, many problems, the latest of which is the zero tolerance policy implemented by this position, without SacRT Board knowledge or approval. People who are trained in law enforcement (Ms. Hinz who is an ex-City of Sacramento Police Officer) do not have the job or personal skills to manage customer satisfaction. Under this arrangement, enforcement comes first, and riders come last.

The 3.1 agenda item ‘Customer Service Response to Feedback and Comments’, presented at most but not all meetings, have generally been full of misinformation, misunderstanding, and glossing over problems. They have not led to useful changes, and in general the public and transit advocates are not satisfied with these reports. The presentations to go with this agenda item are usually available well after the rest of the agenda items, even during the meeting itself, preventing the public from viewing ahead of time and developing responses. I do not believe this is an accident.

This is unacceptable. The responsibility must be moved elsewhere in the organization chart. I am not sure where the best placement is, but I am sure the current placement is wrong. The chart below shows the position of Customer Satisfaction, at right, within the Security, Safety and Customer Satisfaction grouping (pdf).

This is the top-level chart for SacRT (pdf). The fact that it is not immediately obvious where to correctly place Customer Satisfaction is indicative of the approach at SacRT that puts administration above riders.

I will have comments soon on the placement and duties of Transit Ambassadors.