How Transit Agencies Nationwide are Enhancing the Customer Experience (Emerging Leaders Program)

Agencies, big and small, implement strategies to enhance the customer experience (CX). Although each community is unique, there are often elements that make up their CX strategy that are common among agencies. This project intends to gather information about how each transit agency approaches the customer experience at each touchpoint.

This project will seek out transit agencies around the country and inquire (via surveys and interviews) about what these agencies have done, do, or will do to engage with their communities. This project includes surveys and testimonials from transit agencies regarding their experiences and the strategies and programs that they have implemented.

After collecting survey data, general trends and lessons learned will be summarized, and a repository of information related to the surveyed agencies will be created. The overall goal of this project is to create a resource guide and knowledge hub for transit agencies around the country to access when developing their own customer experience strategy, procedures, and initiatives.

Presenters:

• Seth Cooke, RK&K
• Daniel Chung, Southeastern Pennsylvania Transportation Authority
• Marcellous Grigsby, Washington Metropolitan Area Transit Authority
• Hannah Katz, Moovit
• Joe King, Gannett Fleming