CTA’s Mystery Shopper Program Expands to Customers

March 11, 2008

The Chicago Transit Authority is expanding its Mystery Shopper program to include riders. Mystery shoppers have been roaming the system since the summer in the form of interns and staff, and now riders are being invited to help in CTA's continuing effort to improve customer communication and to help the agency further understand the customer experience and identify areas in need of improvement.

Providing service that is on time, safe, clean, courteous and efficient are the key values that mystery shoppers will evaluate. Mystery shoppers can provide information on any route they travel.

"Our goal is to attract a wide range of customers to participate in the Mystery Shopper program so that we can have a more accurate picture as to what our customers are seeing and experiencing on a daily basis across our services," said Adam Case, CTA Chief of Customer Communications. "Details and information provided through this program allow CTA to address service issues that require immediate attention and to strategically zero in on specific issues that are important to our customers."

Riders throughout the system are encouraged to register as a volunteer mystery shopper for the program. Information gathered through the program will be integrated into the CTA decision making process and used to track accountability and performance.

To register,

  • Via the internet, go to www.transitchicago.com and click on the mystery shopper icon.
  • Via email, send an email to mysteryshopper@transitchicago.com.
  • Via phone, call 1-888-YOUR-CTA (1-888-968-7282).

Mystery shoppers will receive a trip evaluation card, a visual guide to key identifying features that will assist volunteers in what to look for when riding a train or bus, and a survey that shoppers can access online or receive via US mail.

The first 1,000 customers to complete and submit their evaluation will receive a CTA transit card with one full fare that can be used on any CTA bus or train. Photocopied or incomplete evaluations are not eligible.


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