CATS launches customer satisfaction initiative

A little more than seven months after CATS suspended its use of technology that was meant to allow riders to track bus locations in real time—but that never fully lived up to its promise—CATS announced today that it has improved and reintroduced CATS Trax, which riders can now use to track buses and get route information by downloading the RouteShout mobile app or visiting the RouteShout website. According to a press release, CATS is also launching a customer service initiative in which it will conduct customer satisfaction surveys and report results on a quarterly basis. The results of the first survey will be reported at the CATS board of commissioners meeting today, the release says, noting the results will be directly tied to incentive pay for CATS staff members. Both initiatives are aimed at improving rider experience, CATS says. “The recent expansion of our service routes was the first step to improving the CATS customer experience,” CATS CEO Bob Mirabito says in the release. “The introduction of this new measurement tool will allow us to continue to improve how we deliver service and represents our commitment to high-quality customer service.” Also up for consideration at the CATS board meeting today are bus shelter-related contracts worth up to $100,000. Earlier this year, CATS announced that locations had been identified for 100 new shelters to be funded by a $1.3 million federal grant, and that 75 existing shelters would be refurbished. The CATS board meeting begins at 4:30 p.m. in the BREC Administration Building, 6201 Florida Blvd. —Staff report