Data analysis, customer feedback essential to Compass Card transition: TransLink 0
Compass Card system is currently in beta testing. (CARMINE MARINELLI/ 24 HOURS)
TransLink has been working behind-the-scenes this past week to ensure a smooth Compass Beta rollout.
Mike Madill, the authority’s vice-president of enterprise initiatives, said Thursday he’s received about 700 feedback pieces submitted through the beta test website so far.
All the data gathered is transferred to a TransLink contractor database, which is reviewed by both the contractor and the transit operator. A team reviews feedback daily, and staff would be sent out to Compass readers to investigate any issues identified.
“Quite frankly, people love how it’s easy to use,” Madill said.
One concern he’s heard surrounds where Compass readers are placed on buses, including how some customers couldn’t reach the machines due to crowding.
The machines, he said, are strategically placed to ensure everyone can use them.
“People standing in front of those, I think that’s going to be a public learning (process). Once we transition, they’ll understand when doors open … you’ll need to step out of the way of the reader.”
The data being collected has also been comprehensive, Madill said. All 209 TransLink bus routes have reported Compass use, as have all SkyTrain stations and SeaBus terminals.
Heavy-use areas have continued to be in areas such as Broadway-Commercial and Burrard Waterfront, Madill added.
“Keep the feedback coming in.”