Year-Round Mystery Shopping Program Ensures Public Transportation Service Standards Are Met Background and Client Objectives A public transportation provider was looking to implement performance monitoring systems to ensure passengers found their services accessible, and their employees dependable and friendly. They operated fixed-route busses, paratransit vans, and transportation centers, all with passenger-facing employees—they wanted to ensure the information and services these employees provided—whether as drivers, as station attendants, or phone operators/dispatchers— was timely, accurate, and reliable. They came to TrendSource hoping to develop a standing program that would ensure these standards were met year-round. Program Development and Methodology TrendSource knew

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