Spokane Transit Authority

The buyer is seeking a qualified contractor to provide customer care auditing services. The contractor will conduct monthly audits to evaluate customer experience when interacting with operators, supervisors, and office personnel. The contractor will provide web-based audit reporting and deliver comprehensive monthly audit reports. The contract is anticipated to be for three years beginning July 1, 2025.

• 3/6/2025 - Pre-Proposal Conference
• 3/17/2025 - Deadline for Requests for Approved Equals
• 3/31/2025 - Proposal Due Date

• Conduct monthly audits to evaluate customer experience with operators, supervisors, and office personnel
• Provide web-based audit reporting
• Deliver comprehensive monthly audit reports
• Perform phone observations of administration staff
• Conduct in-person ride observations on fixed-route buses
• Conduct in-person ride observations on paratransit vans
• Perform phone observations of customer service and paratransit reservations staff
• Conduct walk-in observations of customer service and security staff