MiWay Customer Service Ambassadors

MiWay Roaming Ambassador

Overview

In July 2024, MiWay reached out to gather your feedback on the Customer Service Ambassadors program. This initiative was designed to provide in-the-moment assistance to our riders at key locations across the city. We sought your input to help us understand where you need support the most along your journey, ensuring we could tailor the program to better meet your needs.

What You Told Us

Your feedback was invaluable, and here is what we learned:

• 68% of respondents highlighted the need for on-site support during disruptions at platforms and affected stops. This feedback underscores the importance of having Ambassadors available during critical moments to assist and guide you.

• 44% of participants suggested placing Ambassadors at major hubs such as:
  • City Centre Transit Terminal
  • Kipling Terminal These locations were identified as key areas where in-person assistance with bus navigation and terminal wayfinding is most needed.

• You emphasized the importance of having Ambassadors available during peak hours, specifically:

Acting on Your Feedback

In response to your valuable input, MiWay has initiated a pilot program for the Customer Service Ambassadors. Key actions include:

• Roaming Ambassadors: MiWay staff are being periodically stationed at:
  
  
  • City Centre Transit Terminal
  • Kipling Station
  • Other hotspot stations based on service needs

• Focus on Service Disruptions: Ambassadors are prioritizing support during platform disruptions and assisting passengers at affected stops.
• Monitoring and Evaluation: We are assessing the impact of the program to refine and move toward a more permanent solution.

Looking Ahead

These insights will continue to guide our efforts to enhance the Customer Service Ambassadors program. Our goal remains to provide you with the right support when and where you need it most. We appreciate your ongoing feedback and commitment to improving your rider experience.

Stay tuned for further updates as we work together to make your MiWay journey smoother and more enjoyable.