Our Passengers
Our Passengers:
KCS is proud that as of the close of 2023, MBTA’s commuter rail network consistently achieved better than 90% recovery of pre-pandemic ridership levels, among the strongest in the nation for comparable size networks. As a positive customer experience is critical to sustaining this recovery and growing beyond, we continue to listen to our passengers, research ridership trends, and monitor key metrics to ensure we are delivering service and journeys which meet passenger expectations. In this next business plan cycle, while seeking to grow ridership beyond historical levels, we will also unveil a plan designed to help the MBTA recover 80% of its pre-COVID annual passenger revenue. We expect during late 2024 or early 2025 to install fare gates at South Station, and at Back Bay Station thereafter, as we continue our focus on comprehensive revenue protection. Finally, through deployment of the Signature Service program we will enhance the customer experience through improved touchpoints and passenger information, while transforming event management planning.
-
As we approach pre-pandemic ridership levels, we will expand our focus to include recovery of pre-pandemic revenue through the development of an 80% Ridership Recovery plan. A key piece of the revenue recovery plan will be continued ridership growth. To achieve 80% revenue recovery by 2026, we will target 105% recovery of pre-pandemic ridership. We look to achieve this growth by continuing and expanding upon the initiatives identified in the Path to 100% Ridership Recovery plan while identifying emerging opportunities.
In addition to enhancing existing services, we will introduce new initiatives that excite our passengers and drive revenue growth and community engagement. In mid-2024, Keolis massAdventures, a non-profit adventure tour company which utilizes public transportation as the anchor for leading our passengers to enjoy the outdoor, community, and cultural attractions in the communities we serve, will begin operating in Massachusetts. Keolis massAdventures will arrange tours for customers, leveraging the commuter rail as the mode of transportation to and from each destination.
-
The significant increase in fare revenues from installing fare gates at North Station fare gates has demonstrated the importance of completing the fare gate project. The next phase of fare gate installation will occur at South Station and Back Bay Station, scheduled for completion in late 2025. KCS will deliver specific station and on-board communications to our passengers to ensure a smooth transition when the fare gates are deployed. In addition, KCS will provide the MBTA with recommendations for fare gate installation at other commuter rail stations with significant ridership.
The design and implementation of comprehensive and structured fare collection processes and organization will also enhance revenue protection effectiveness. KCS will clearly define and communicate process changes and new accountabilities to our train crews and customer service staff and ensure they receive robust training. KCS will also assess incentive programs for our train crews to further drive fare collection.
-
As we transform the customer experience, KCS is targeting a customer satisfaction score from 78% to 83% by 2026. To do so, KCS is in the process of deploying Keolis Signature Service, a strategic customer experience program achieving proven results across global Keolis entities. KCS will roll out the Signature Service program in 2024 and 2025, tailoring this international methodology to deliver a unique local product to the greater Boston area. The program is a collaboration with KCS and our passengers, standardizing exceptional service and identifying future customer experience enhancement opportunities.
Additionally, KCS will leverage additional customer experience tools and programs for more frequent passenger feedback. KCS will continue to conduct the enhanced biannual customer satisfaction survey, launched in 2023, which measures customer satisfaction for the end-to-end passenger journey. We will tabulate the survey results and measure them against our customer satisfaction score KPI. We also developed a monthly mystery rider program for the latest passenger feedback.
-
KCS will transform the customer experience through improved touchpoint and by improving passenger information solutions that enhance their journey. With the support of MBTA, KCS will launch a station signage improvement program, providing passengers with onsite information to further enhance their journey. The signage enhancements include digital overhead and platform end display signage, wayfinding signage, detailed system maps, and static user guides. We will also launch an Ease of Boarding program, which entails standardizing and clearly identifying boarding/de-boarding locations, while providing consistent communication of these locations.
In late 2024, we will explore solutions for providing passengers with real-time journey information at each station.
-
The volume of events coming to the greater Boston area over the next few years will attract visitors from all over the world. During summer 2026, Foxboro will host seven matches for the 2026 FIFA World Cup, while Boston will host the International Tall Ships festival. These two major events are in addition to the special trains we operate for football and select concert events at Gillette Stadium. In preparation and for each annual major events (such as Haunted happening, major concerts, St Patrick parade), KCS will progressively transform its event management planning to ensure we deliver safe and best-in-class service to all passengers who choose to ride with us.