Valley Metro has introduced new customer experience coordinators (CECs) at rail station platforms to assist riders, support security and to enhance the rider experience overall.
The first team of five officially began their role as CECs today and five more will be hired this fall. The coordinators will be located at the system’s busiest stations and support special events served by light rail.
These new positions are designed to engage with riders, assist them however possible as well as to support system safety, ensure station cleanliness and contribute to an overall positive experience for customers of the Valley’s 28-mile rail system. The experienced team is an extension of the Respect the Ride (RTR) program, which in 2017, established a code of conduct, increased security staff, developed paid fare zones and introduced the safety and security app, AlertVM. All have resulted in a safer, more enjoyable rail experience.
“Respect the Ride is about creating a safe and comfortable environment for all passengers,” said Valley Metro CEO Scott Smith. “Our customer experience coordinators provide another layer of system presence and put the rider experience in focus. They will connect with riders in a way that’s not done today, helping them to navigate the system and neighboring communities.”
The RTR program welcomes all riders on board with the expectation of respectful behavior towards fellow passengers, staff and property. Valley Metro is a safe system and passengers have noted the difference.
“Security seems to be on the train more often. The (AlertVM) app makes me feel safer too; I can report things immediately,” said one rider who took part in a recent passenger survey. Another rider said, “I can go home after dark and I feel safe.” Four in five light- rail riders (or 81 percent) rated the safety and security of Valley Metro Rail as “safe” or “very safe.” The CECs are part of Valley Metro’s continued response to passenger feedback and this kind of system presence is quickly becoming a transit industry best practice.
