Monday, October 27, 2014

Customer service calls to Citi Bike well off last year's highs

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The number of customer service calls handled by Cit Bike peaked in August of last year at 65,798 and this August total calls were 20,000 lower.

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Citi Bike appears to have stemmed a trend of growing number of hangups by opening an “overfllow call center” in August. That center handled 9000 of the 45,500 calls and the call abandonment wait -- people who get tired of being on hold and hang up -- dropped to 3 percent from its most recent peak at 14% in May.

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Calls per 100 rides are well off last year’s highs.

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