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2012 Outstanding Public Transportation System Achievement Award

Customer Service

Over the past couple years, Metro Transit has introduced some amazing technology to better service our riders. In 2009, we introduced the online bus stop arrival estimate program, “Transit Tracker.” The tracker allows riders to view real-time bus stop estimates from their computer or smart phone. Additionally a single staff member is in charge of updating Metro’s social media outlets, like Twitter and YouTube as well as oversee its text messaging services.

In 2011, all schedule material, including supplemental school service, became available in Google Maps. This feature improved the ease of trip planning, all while providing an environmentally-friendly option for customers.

Additionally, a full–time Customer Service Supervisor position was added in 2009 to better service customer interactions. This supervisor oversees all complaints, compliments and other customer feedback. Complaints and follow-ups are closely tracked and are to be completed within a 10 days time.

Each year, Metro gives a customer service award recognizing a Metro employee for for their exemplary efforts. See 2009 and 2010 winners.

Metro Transit: (608) 266-4466; E-mail: mymetrobus@cityofmadison.com