Pinellas SunCoast Transit Authority (PSTA), St. Petersburg, FL
In August 2014, PSTA selected McCloud Transportation to conduct a Mystery Shopper Program to evaluate the quality of PSTA’s service. The assessment was conducted from a customer and quality assurance perspective. Observations were conducted on local bus service, express service and trolley service. Anonymous observations were made to PSTA’s Call Center and site visits were conducted to Customer Service Centers (CSC) to observe the quality of service provided by staff to external customers. The Mystery Shopper Program will assist PSTA in enhancing its training of bus operators, CSC staff and will serve as a foundation in improving service delivery.