Meeting_Body
OPERATIONS, SAFETY, AND CUSTOMER EXPERIENCE COMMITTEE
OCTOBER 20, 2022
Subject
SUBJECT: 2022 CUSTOMER EXPERIENCE SURVEY RESULTS
Action
ACTION: RECEIVE AND FILE
Heading
RECOMMENDATION
Title
RECEIVE AND FILE 2022 Customer Experience Survey Results.
Issue
ISSUE
Metro's annual Customer Experience (CX) Survey is used to develop an in-depth understanding of pain-points negatively impacting the customer experience. The CX Team then uses these insights learned from the survey to create strategic initiatives/action items that will address pain-points which will improve the customer experience.
The report presents the following information:
1) Highlight the CX survey results for 2022 including customer demographics in comparison to the last on-board intercept survey conducted in 2019 and customer satisfaction ratings for different aspects of service. The 2022 survey covered 25 aspects of service with 12,239 customer ratings with a 63% response rate.
2) Provide an update on the 2022 CX Action Items, as included in the 2022 CX Plan.
Background
BACKGROUND
In 2018, the Metro Board of Directors passed Motion 38.1 (2018) that established the annual Customer Experience Plan to develop a comprehensive approach for improving customer satisfaction. One of the specific initiatives was to use data and analytics to benchmark and measure system performance in meeting customer satisfaction targets. The Customer Experience Surveys are an essential source of insight into the customer experience to better understand our riders' experience, prioritize investments, and track trends over time to gauge success.
A brief timeline of customer experience-related events at Metro is provided below since the adoption of Board Motion 38.1 (2018):
* April 2020 - Metro established the Customer Experience team by hiring its first Executive Officer of Customer Experience.
* October 2020 - the first Customer Experience Survey was administered via online survey
* Decemb...
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