Meeting_Body
OPERATIONS, SAFETY AND CUSTOMER EXPERIENCE
OCTOBER 15, 2026
Subject
SUBJECT: CUSTOMER EXPERIENCE EVALUATION-CX PULSE SURVEY OVERVIEW
Action
ACTION: RECEIVE ORAL REPORT
Heading
RECOMMENDATION
Title
RECEIVE oral report on the Metro Customer Experience (CX) Pulse Survey deep dive on Safety and Customer Pain Points.
Issue
ISSUE
Customer Experience staff advance Metro’s strategic priority of improving the customer experience by conducting research among riders and potential riders to understand needs, actions, and pain points experienced from the beginning of the Metro riding journey to arrival. This report provides deeper dive on the latest CX Pulse Survey results in response to feedback from Committee members requesting more detail regarding safety and pain points at last month’s meeting.
Equity_Platform
EQUITY PLATFORM
Customer Experience (CX) staff ensure CX Pulse survey completions mirror the On-Board Customer Satisfaction Survey in demographics. Additionally, staff analyze data by demographic groups, including gender, race/ethnicity, income, age, and car access, among other characteristics. This helps ensure that pain points which are felt more by certain groups are not overlooked.
Vehicle_Miles_Traveled _Outcome
VEHICLE MILES TRAVELED OUTCOME
VMT and VMT per capita in Los Angeles County are lower than national averages, the lowest in the SCAG region, and on the lower end of VMT per capita statewide, with these declining VMT trends due in part to Metro’s significant investment in rail and bus transit.* Metro’s Board-adopted VMT reduction targets align with California’s statewide climate goals, including achieving carbon neutrality by 2045. To ensure continued progress, all Board items are assessed for their potential impact on VMT.
As part of these ongoing efforts, this item is expected to contribute to further reductions in VMT. This item supports Metro’s systemwide strategy to reduce VMT through customer experience activities that will improve and further encourage transit ridership, ridesharing, and active transportation. Metro’s Board-adopted VMT reduction targets were designed to build on the success of existing investments, and this item aligns with those objectives.
*Based on population estimates from the United States Census and VMT estimates from Caltrans’ Highway Performance Monitoring System (HPMS) data between 2001-2019.
Prepared_by
Prepared by: Robert Heavrin, Senior Director, Customer Experience (213) 418-3238
Carolyn Bufford Funk, Transportation Planner, 213-418-3238
Jeff Van, Transportation Planner, (213) 922-2746
Reviewed_By
Reviewed by: Jennifer Vides, Chief Customer Experience Officer, (213) 922-4060
