Case Study: Metro Transit achieves easier customer engagement and faster public-safety response with Quiq messaging

Metro Transit is on the Road to Easier Customer Engagement with Messaging

Metro Transit, the public transportation agency serving the St. Louis metropolitan area, needed a more convenient way for riders to get trip planning help and report safety concerns — many customers asked for text messaging rather than phone or public intercoms. Metro Transit selected Quiq’s messaging platform (text messaging and live chat) to give riders a private, immediate channel for customer service and public safety reporting.

Quiq went live with Metro Transit in July 2018 and was quickly adopted after broad promotion (email to 30,000 subscribers, station and vehicle signage, flyers). Messaging is now part of Transit Information and Customer Service operations, handling interactions alongside teams that manage more than 30K calls a month; 90% of messaging conversations are trip-planning related. Public safety texting rose from essentially zero on the old intercom system to about 10 discrete text reports per day (of ~110–120 safety messages handled daily), with dispatchers responding in under two minutes (often ~30 seconds). Metro Transit reports improved rider engagement, faster incident response, and new customers reached thanks to Quiq.

Metro Transit

Paul Stefanski

Manger IT Operations Systems