Via Metro.

Via Metro.

Metro’s customer community is currently clustered around a series of Twitter accounts that retweet customers’ complaints, report on breaking broken things, and offer colorful commentary on the system’s failures (a nascent advocacy group, the WMATA Riders’ Union is also in the works). The transit agency would like to change that. Or at least give customers another outlet to share their thoughts and feelings.

Here is how WMATA describes their new online initiative, dubbed Amplify:

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…

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.

People who have signed up to take part in Amplify will get a newsletter that explains how their input has been incorporated in Metro’s decisions.

“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, Metro’s 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.” The platform won’t replace Metro’s other research tools, which include email and phone surveys, Metro said.

If you ride any bus, train, or paratransit vehicle at least once a month, you can sign up here. It requires a significant amount of personal information before signing a pledge not to share confidential information.

The first poll? How much does the transit agency care about day-to-day operations.

Meanwhile, the Twitter community isn’t too optimistic about the endeavor.

Meanwhile, people who want to complain directly to Metro board members will have the opportunity starting next week. According to an October newsletter published in Express, here is where they’ll be:

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