AMTRAK Customer Service Survey
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Conductor
I get em about 50% of the time. Return em usually, but not always. I'm not a fan of surveys, but complete them from time to time in the hopes someone reads them, and more importantly, can actually make effective change.
KrazyKoala
Lead Service Attendant
Really? I must have a mail bag full at my house I haven't been to since December. I was given one on California Amtrak, I think a trip LAX-SBA-LAX. That I filled out and turned in at the end of my ride.
Ryan
Court Jester
Amtrak can't fix problems they don't know about, and can't keep doing what they're doing right unless we let them know.
I don't get 'em that often, but when I do I certainly fill them out.
I don't get 'em that often, but when I do I certainly fill them out.
I always fill them out too.
I get them for about half of my trips. I always fill them out. I wish they had a comments section, though. Sometimes there's something I want to mention, usually to clarify a response, but it isn't important enough to warrant an email to customer service.
I think I know why they don't have them, though. I used to input surveys like that, and they all go into an Access (or similar) database that simply tallies the 1-10 responses so they get a percentage at the end.
I think I know why they don't have them, though. I used to input surveys like that, and they all go into an Access (or similar) database that simply tallies the 1-10 responses so they get a percentage at the end.
benjibear
Conductor
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I try to fill them out. I get one every so often but I don't ride that much. I figure things can't be fixed if they don't know it is wrong. I am sure they get carying responses but look at them in a statistical approach. Also, you won't please all the people all the time.
N
Nathanael
Guest
Useless. I wish Amtrak wasn't wasting its time and money doing surveys badly. The biggest problem with Amtrak is *service inconsistency*, but I bet they don't even ask questions which get at that. ("Were the mealtimes on this train the same as on other trains?" Ahem.)
In order to get good information, you have to do an open-ended, free-form questionssurvey first. That's the only way to know what questions to *ask* on the quantitative survey.
Having processed data as well, I know you sometimes also get "percentage of X" responses (i.e. if a low score is a result of lots of 1s vs. lots of 10s rather than a bunch of middling-to-low results). Likewise, if anybody actually knows what they're doing, they'll check for correlation to see what's driving overall scores.
SubwayNut
Conductor
I've never ever received one. I wonder why? The only travel company that ever seems to send me them is when I fly JetBlue. Might have had one from Delta once.
Possibly. I get them just as often for my trips between KAL and CHI, though, so I think it's truly random.
I don't remember all of the questions, but it's pretty thorough. I think there are around 100 questions, and they deal with all kinds of things, including the boarding and departing stations, service levels on the train, comfort, food in the snack car and dining car, value, etc.
I don't really care about meal times since I'm sure they adjust them accordingly. If lunch is normally served from 11:00 - 1:00 but I know I have a large stop on that route with many passengers boarding during that time, I'd probably extend that train's lunch period an hour to give those passengers a chance to eat and then move dinner from 4:00 to 5:00 to account for the extension. But this is purely speculation.
Ryan
Court Jester
The bolded bit seems to indicate that you haven't seen one of their surveys. Why pass judgement on something that you haven't seen? And who is to say that they haven't done your "open-ended, free-form questionssurvey" in the past, and the current survey is an output of that?
Free form surveys are harder because you can't input the data. It's just a bunch of subjective comments, so they probably figure they'll use the customer service emails as their "free form" and the surveys as their way to input and review data. I stated I wished there were a way to put a little comment to clarify my answer to something, but I also realize it wouldn't be possible, given the way the surveys are most likely processed.
The surveys are most likely processed by data entry operators, and then reports are generated every week/month. I would imagine those results are then passed onto the people in charge of those stations/routes/jobs. If the SWC's "cleanliness" rating goes from 90% to 75%, the crew supervisors can address that issue. If "customer service" at CUS goes from 75% to 95%, they can commend their employees for improving. We often get customer service survey results at work, and if our numbers go down, we have a meeting to address where we need to improve, whether it's tone, greeting, sounding knowledgeable, etc. I imagine it's the same way with Amtrak.
The surveys are most likely processed by data entry operators, and then reports are generated every week/month. I would imagine those results are then passed onto the people in charge of those stations/routes/jobs. If the SWC's "cleanliness" rating goes from 90% to 75%, the crew supervisors can address that issue. If "customer service" at CUS goes from 75% to 95%, they can commend their employees for improving. We often get customer service survey results at work, and if our numbers go down, we have a meeting to address where we need to improve, whether it's tone, greeting, sounding knowledgeable, etc. I imagine it's the same way with Amtrak.
TimePeace
Disillusioned.
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I've responded to two of the surveys. While wishing I could comment on specific facts about my trip, I still feel that it it useful to participate.
If i feel strongly about something specific, I never hesitate to call or write to customer service. They do listen and respond.
It's kind of like voting in an election. You say, #1 or #2 (or #3). If you need more input, you have to write to your congressman (or whoever). But don't hold your breath waiting for them to call you up and ask for your specific opinions. Same goes for Amtrak.
If i feel strongly about something specific, I never hesitate to call or write to customer service. They do listen and respond.
It's kind of like voting in an election. You say, #1 or #2 (or #3). If you need more input, you have to write to your congressman (or whoever). But don't hold your breath waiting for them to call you up and ask for your specific opinions. Same goes for Amtrak.
TimePeace
Disillusioned.
- Joined
- Sep 4, 2008
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Awww. Not better, just different.
Swadian Hardcore
Engineer
I've never gotten them. When did they start this?
Alexandria Nick
Lead Service Attendant
I get them about every third round trip.
Strangely, they also have all been for the CL and referencing DC to Pittsburgh. I haven't even had one that was for Pittsburgh to DC! Nor any of the other trains I've taken. A couple years ago, I took a trip to South Carolina and the girl I went with got one for the Palmetto.
Strangely, they also have all been for the CL and referencing DC to Pittsburgh. I haven't even had one that was for Pittsburgh to DC! Nor any of the other trains I've taken. A couple years ago, I took a trip to South Carolina and the girl I went with got one for the Palmetto.
I get surveys for less than 25% of my trips. I have received many over the years, including surveys pertaining to several 5 mile points runs. I always fill out the surveys regardless whether the trip was 5 miles or over 1,000 miles. I have been receiving surveys for at least several years.
Web site just erased my message - I'm a terrible typist and it seems the web page picked up on some unintentional key combination and just deleted what I had written. A bit frustrating. Foolishly, I try again .
I just received one of these but my trip was a bit unusual and the first ten or so questions didn't apply. So I put it aside. Usually though I fill these out.
It's actually not a bad questionnaire, IMHO.
I just received one of these but my trip was a bit unusual and the first ten or so questions didn't apply. So I put it aside. Usually though I fill these out.
It's actually not a bad questionnaire, IMHO.
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tricia
Conductor
Like WellTrained, I recently received a survey for which the first bunch of questions, about my experience at the boarding station, didn't apply--the survey was for only one leg (ELP to CHI) of a multi-leg trip, so I didn't actually board at that first station, just moved from coach to a roomette.
The survey does specify that you should skip any questions that don't apply to you.
One gripe not yet mentioned: I received this survey more than a month after I took the trip. They'd get more accurate results if they sent surveys more promptly--some of the details they're asking about are hard to remember after several weeks, even if your memory isn't as aging-impaired as mine.
And even if the folks compiling survey results can't deal with anything more than checks in boxes, I'd think that Amtrak's customer relations dept would be interested to see written comments. They might ought to leave a space for these, and forward whatever they get to customer relations.
The survey does specify that you should skip any questions that don't apply to you.
One gripe not yet mentioned: I received this survey more than a month after I took the trip. They'd get more accurate results if they sent surveys more promptly--some of the details they're asking about are hard to remember after several weeks, even if your memory isn't as aging-impaired as mine.
And even if the folks compiling survey results can't deal with anything more than checks in boxes, I'd think that Amtrak's customer relations dept would be interested to see written comments. They might ought to leave a space for these, and forward whatever they get to customer relations.
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