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"The reason they don't get more complaints through the "customer comment form" is because it's buried on their website under the "About Metro" dropdown, or way down in the lower-left of the page is "contact us," then you have to click another link. Then there's about 20 different fields to fill out, some of which may or may not apply to your situation."

Sounds like more juking the stats by Metro. "Hey, we're doing a great job with customer service because people aren't filling out this extremely complex complaint form that's buried three levels down on our website!"

It's of a piece with their "on-time bus performance metric" that says a bus 7 minutes late is on time. If I'm 7 minutes late to work because my bus was late, my boss sure as hell isn't going to regard that as on time.

by Phil on Dec 2, 2011 9:43 am • link • report

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