Meeting_Body
OPERATIONS, SAFETY, AND CUSTOMER EXPERIENCE COMMITTEE
SEPTEMBER 21, 2023
Subject
SUBJECT: 2023 CUSTOMER EXPERIENCE PLAN
Action
ACTION: RECEIVE AND FILE
Heading
RECOMMENDATION
Title
RECEIVE AND FILE the 2023 Customer Experience Plan.
Issue
ISSUE
Metro continues its work to improve the customer experience and reach its moonshot goal of becoming the first choice in transportation for Angelenos and visitors. The 2023 Customer Experience Plan - Metro's third - shares the many ways Metro listens to customers, what we learned from them, and the steps we took - and continue to take - to make improvements to address their concerns and improve their experience with Metro.
Metro's 2023 Customer Experience Plan is attached (Attachment A) as is a progress update on CX Action Items from previous years (Attachment B).
Background
BACKGROUND
An Annual Customer Experience (CX) Plan and update is required by Board Motion 38.1 (2018). In April 2020, Metro established the CX unit within the Office of the CEO, and staff developed the first CX Plan, with Board adoption in December 2020. In 2021, CEO Wiggins announced an organizational realignment that included establishing a Chief Customer Experience Officer (CXO) position that would report directly to the CEO and oversee not only Customer Experience but also Communications and Customer Care to bolster excellence in all these areas.
The second CX Plan was adopted by the Board in April 2022, and the new CXO joined Metro on June 13, 2022.
Discussion
DISCUSSION
The 2023 Customer Experience Plan speaks directly to Metro customers with a promise: "We want to be your ride, and we know we have to earn it. We promise to listen to you, learn from you, and improve for you." This promise reflects the CEO's moonshot goal to become the first choice in transportation for Angelenos and visitors, and clearly signals Metro's commitment to doing the continual listening, learning, and improving necessary t...
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