Q&A
Customer feedback and complaint handling for NYC Ferry
0:32:02
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173 sec
EDC officials discuss the process of collecting and addressing customer feedback for NYC Ferry, including the annual survey and complaint handling procedures.
- Annual surveys allow customers to leave comments, with many expressing positive feedback
- Complaints and questions are handled through the NYC Ferry website or email, with responses typically provided within 48 hours
- EDC tracks trends in complaints and adjusts service accordingly, such as increasing vessel capacity on popular routes
Amanda Farías
0:32:02
Great.
0:32:02
Thank you.
0:32:03
And could you folks provide the committee with a detailed summary of the 2023 ferry survey?
0:32:08
Results, what were the biggest complaints, concerns expressed by writers, and how did you folks potentially address either yourself at EDC or the NYC Ferry folks address the customer complaints or concerns
Franny Civitano
0:32:23
So in our in our annual survey, we give people an opportunity at the end to leave any kind of comment that they want.
0:32:30
A lot of that is we love the fairy, you know, we wanna see more of it.
0:32:35
Sometimes we get feedback, but mostly complaints or questions come in through the NYC Ferry website or email address, and those are handled by our operator as their function in in custom managing customer service.
0:32:50
They are very fast at getting back to people.
0:32:52
So usually within 48 hours, we get a range of different things.
0:32:56
People have questions or complaints about the schedule.
0:33:00
You know,
Amanda Farías
0:33:04
Can I on the app?
0:33:05
Any you know, are we aggregating those complaints in a way categorizing them and kind of looking at at a given point throughout throughout the year?
0:33:14
How do we address some of those concerns and to check-in to see if they're larger?
James Wong
0:33:18
I would say that the the thing that we are tracking a little bit more closely than individual complaints is that actually through our through the new contract, we have a a customer service score that the operator has held to and has to achieve certain targets in order to maintain their ability to to receive certain payments.
0:33:36
So Mhmm.
0:33:37
The operators really held to high standards, and it is revealed through customer response to the reviews that people do after they ride.
Amanda Farías
0:33:44
And do we know if we're seeing any large, like, trends or Yeah.
0:33:52
Like, any larger trends throughout either the complaints or the surveys that we're taking?
Franny Civitano
0:33:59
We certainly have, you know, buckets of complaints or questions that come in topic, and so we see what percentages those are.
0:34:08
I would say that largely the trends that we see are often related to service.
0:34:12
So, for example, I think it was in 20 it was maybe last year, we were seeing that the sound like, PM ridership on the Sound View route was really picking up.
0:34:26
And so there were people who were not able to get on the boat at 34th Street.
0:34:30
So we would hear a lot about specific departure time.
Amanda Farías
0:34:33
That was just my mom complaining.
Franny Civitano
0:34:34
Yes.
0:34:35
Yeah.
0:34:35
Yeah.
0:34:36
We love your mom.
0:34:37
But but what we are able to do with that is we saw, okay, we were able to take all those complaints and then look at the actual ridership and say, alright.
0:34:46
We need to program this vessel to be a 299 capacity boat instead of a 150.
0:34:51
So we we were able to address it that way.
0:34:53
So that's usually what we do with the trends we see.
Amanda Farías
0:34:55
That's really helpful to understand, and I will tell my mom that's a little bigger.