“Amplify is the newest way that Metro is engaging customers by bringing together riders, transit advocates and experts in an ongoing digital forum”

Photo by PoPville flickr user Kristine Marsh


“Metro today launched a new way to share opinions and help shape the direction of Metro through Amplify, Metro’s first-ever “customer community.”  Amplify is the newest way that Metro is engaging customers by bringing together riders, transit advocates and experts in an ongoing digital forum.

Through a structured environment of online surveys, polls and discussion forums, Amplify community members will have the opportunity to share their experience as riders and influence how Metro responds to issues affecting those who use the system.

“This tool gives customers the convenience of sharing their thoughts and opinions at times and in places that work for them, including on the go,” said Lynn Bowersox, Assistant General Manager of Customer Service, Communications and Marketing. “We believe that Amplify will become a valuable tool in building the relationship between Metro and our customers.”

She said that Amplify Community members will receive a periodic e-newsletter that provides feedback about how input has been included in Metro decision making.  Many different topics will be discussed with Community members online, including how best to communicate specific service change information, concept testing of marketing materials, and facilitated conversation about various customer experience topics. The Community does not replace other customer research tools currently used by Metro to gather data from a representative sample of customers, nor does it replace the email and phone channels to address customer complaints and commendations. Amplify will augment those channels to strengthen the voice of the customer.

Metro looks forward to engaging about 5,000 riders in the Community through the first phase of Amplify. People who live in the national capital region and (at least once a month) ride any bus, train, paratransit vehicle may sign up to participate at amplifybymetro.com.”

10 Comment

  • Sounds like lip service — a way for WMATA to pretend as though it actually cares what its customers think. Smoke and mirrors. 🙁

  • So WMATA is spending money on creating an entire infrastructure of an online community forum, which is very 2008 of them, instead of just using free social media tools to engage customers where conversations are actually taking place? I’m sure this “community” will be a bell tower of transparency & accountability.

    • Except it’s not even a forum. At least not yet. Just signed up. Not a forum in sight. Barely anything on the page, actually.

    • My guess is it has something to do with the recently formed Riders Union. One of the union’s requests for metro is to, at the very least, communicate better with riders about delays and such. I think the RU will more effective at prodding metro than whatever consultant-esque thing Amplify is supposed to be.

      • I hadn’t heard anything about the WMATA Riders Union until I was reading the reader comments on the Washington Post article about this “Amplify” thing — people were suggesting that the timing of “Amplify” was WMATA’s effort to pre-empt/head off the (independent) Riders Union, which has its inaugural meeting this coming Monday (10/19) at 6:30 p.m. in Room A-5 of the MLK Library.

  • Plus, the owner of the site should be independent to be sure that unfavorable feedback is not moderated out.

  • Ally

    I don’t see the point in bashing metro when they’re making an effort to reach out and get feedback. The medium shouldn’t matter all that much as long as it works.

  • This is a tool for WMATA to collect information about you so they can sell it.

    Routine Uses of Records maintained in the System: General Routine Uses:
    Uses: C (Disclosure to Requesting Agency);

    Source: SORN No. 308

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