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Metro is planning to hire people to pose as ordinary transit users to monitor the quality of service on the agency's trains and buses.
Borrowing an idea from the retail industry, the Metro board has voted to spend up to $1 million over five years to hire the "mystery riders." The riders will evaluate the cleanliness of the buses and trains and keep track of their on-time performance. Metro would use the information to identify and correct problems.
Metro board Chairman Chris Zimmerman says the program is needed because the agency can't afford to wait until a customer complains before a problem is found and fixed.
Metro usually receives more than 3,000 complaints each month. Most of the complaints are about late buses, rude behavior and the reliability of the paratransit service.
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Information from: The Washington Post
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