TrendSource, Inc. Begins Customer Service Audits for Transit Authorities

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Cities care about customer service too. The Spokane Transit Authority has contracted with TrendSource, Inc. to evaluate their service. Through the use of "Mystery Riders" TrendSource will evaluate the Spokane Transit's customer service experience. The Data provided will allow Spokane Transit to continually monitor and improve customer service.

TrendSource Inc, one of the country's leading providers of business intelligence consulting services, today announced they have been selected by the Spokane Transit Authority to conduct their ongoing Customer Service Auditing. TrendSource was pleased to be selected as the sole partner vendor to conduct the customer service audits over the next three-year contract period.

TrendSource will deploy undercover Field Agents ("mystery riders") into the bus system, and paratransit service to provide an objective firsthand evaluation of the rider experience. The TrendSource Field Agents will be evaluating the managers, supervisors, paratransit dispatchers, administration staff, fixed route operators, paratransit operators, customer service staff, and reservationists on the ease of use and quality of service that is being delivered to the valued Spokane Transit Authority customers.

"Having the opportunity to play an important role in positively impacting customer service in the Spokane community is a great honor", Scott Cranford, Vice President of Sales and Marketing says, "Our dedicated team of professionals are committed to providing the highest quality of service to the Spokane Transit Authority so that they can enhance and improve their services to better serve their customers".

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About TrendSource Services

As trusted partners with numerous Fortune 500 companies, TrendSource has more than twenty (20) years of experience in providing services to more than 75,000 business locations throughout the US and Canada. Their services have helped more than 3,000,000 employees, supervisors, and operations, marketing, and human resource executives benchmark their company's performance to standards, devise responsive strategic customer service training, develop and implement best practices in creating positive customer experiences. TrendSource specializes in providing the highest quality work in the industry, delivering relevant and actionable insight to their clients in real-time, with a 100% completion guarantee. TrendSource is a founding member of the Mystery Shopping Providers Association (MSPA) and an ISO 9001 certified company.

About Spokane Transit Authority

Spokane Transit Authority (STA), has served the greater Spokane region for over 27 years, operates 151 buses and vans on 40 different routes within the PTBA, which is comprised of 248 square miles within Spokane County. Currently, nearly ten million fixed-route bus rides are provided annually. The Paratransit fleet of 67 STA vans, plus 37 vans operated by First Transit under contract with STA, transport more than 500,000 passengers per year. The Vanpool program operates with a fleet of 94 vans making nearly 167,000 commuter trips per year.

STA employs more than 500 people working out of three STA-owned locations in Spokane. The agency is segmented into three divisions: Executive Administration, Operations (Fixed Route, Paratransit and Vanpool), and Finance and Administration.


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Ben Gribble
TrendSource, Inc.
619-718-7467 ext. 114
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