Too many customer complaints-reflect the quality of the company's service or product is low. If the company can satisfy customer's demand or requirement, customers will not complain so much.
Deteriorating company image -shows that the company does not build a good image in customer's heart. This may be resulted from company's low quality service or product, the leader of company may have a bad reputation, the company maybe conducting the business in an illegal or unethical way, etc.
Both of these two problems can be found on MTA. Many people are complaining the trains do not arrive on time and often delay for a small problem. For example, once, there is a customer felt uncomfortable in the train, because of this, the train conductor asked all of the customers to get off the train. Can you imagine other company that will choose to hurt hundreds of customers just for one person? The MTA was wrong. Not because they tried to save that one passenger but because they could have a better way to deal with this kind of emergency situation without hurting hundreds of customers. Because of these constant delays, the MTA build a bad reputation in many passenger's mind. What's worse, the MTA is raising the service fee without improving the quality of the service.
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2 comments:
Hmm, well if a person is seriously ill, then I think its the conductor's responsibility to help that person and make sure everyone else is not endangered. But I understand that the MTA has to work on their delays, esp the buses! Its horrible! I have to wait 40 minutes for a bus to come sometimes and they have rude attitudes. Raising the fare, I find no problem for if they were using the money we spend for a good reason. But so far all I see is dirty subways and trains filled with homeless people, constant delays and rude conductors and toll booth people! Maybe if they get these things fix, then they should talk about raising the fare once again.
Hmm, well if a person is seriously ill, then I think its the conductor's responsibility to help that person and make sure everyone else is not endangered. But I understand that the MTA has to work on their delays, esp the buses! Its horrible! I have to wait 40 minutes for a bus to come sometimes and they have rude attitudes. Raising the fare, I find no problem for if they were using the money we spend for a good reason. But so far all I see is dirty subways and trains filled with homeless people, constant delays and rude conductors and toll booth people! Maybe if they get these things fix, then they should talk about raising the fare once again.
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