Meeting_Body
OPERATIONS, SAFETY AND CUSTOMER EXPERIENCE
SEPTEMBER 17, 2026
Subject
SUBJECT: CUSTOMER EXPERIENCE QUARTERLY UPDATE
Action
ACTION: ORAL REPORT
Heading
RECOMMENDATION
Title
RECEIVE oral report on the quarterly Customer Experience Pulse Survey, customer experience improvements and marketing and communications campaign results.
Issue
ISSUE
Over the past quarter, the Customer Experience (CX) staff continued to advance Metro’s strategic priorities by listening to our customers, taking steps to improve the customer journey, building the Metro brand and reputation, and increasing revenue opportunities. This report will provide an update on the most recent customer experience quarterly pulse survey, and share highlights of customer experience improvements, as well as marketing communications campaigns for the quarter.
Equity_Platform
EQUITY PLATFORM
The Customer Experience staff works to ensure all campaigns, initiatives, and programs are accessible, culturally relevant, and responsive to the needs of Metro’s diverse customer base. This collaboration helps embed equitable practices in all aspects of customer communications, engagement, and service delivery. The Customer Experience staff has worked with the Office of Civil Rights, Racial Equity and Inclusion on campaigns including the LIFE and GoPass Programs as well as partnership engagements.
These initiatives underscore Metro’s commitment to providing a safer, more reliable, and more welcoming transit experience for all riders. Through the integration of marketing, communications, community partnerships, customer service, and arts programming, the Customer Experience staff continues to elevate Metro’s brand, support revenue generation, and strengthen public trust—positioning the agency for upcoming service expansions and major international events.
Additionally, across the Customer Experience cabinet, materials are produced in multiple languages and media relations team can do live ...
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