BERK conducted a review of customer service functions at the Washington State Department of Transportation Ferries Division (WSF) as part of a broader WSF Marketing Plan to increase ridership and manage future demand. The review assessed all aspects of WSF operations that impact the customer experience and identified opportunities for improvement and increased efficiency. Specifically, BERK evaluated WSF’s customer service protocols, training programs, and incentive structures and reviewed WSF’s complaint tracking and reporting processes.
Throughout the review, we identified improvements in internal systems to streamline communication and problem-solving and assessed customer service staffing impacts due to the implementation of a new reservation system. Ultimately, the review should lead to improvement in WSF customer service processes and highlight the importance of creating a culture of customer service throughout the organization.