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4/29/2008



Rail News: Rail Industry Trends

WMATA to launch 'mystery rider' program


The Washington Metropolitan Area Transit Authority (WMATA) plans to soon begin a “mystery rider” program to obtain inside information on riders’ onboard experiences.

The authority will begin seeking bids from companies that can provide experienced and trained staff to objectively evaluate WMATA’s rail and bus service from the customer’s perspective. The agency will award a three-year, $1 million contract to the winning bidder, with two one-year options to renew the deal. The program could begin as early as August.

“We need to be able to see the riders’ experience through their eyes,” said WMATA Board Chairman Christopher Zimmerman in a prepared statement. “We want to know what works and doesn’t work, and what can be made better.”


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