Meeting_Body
OPERATIONS, SAFETY & CUSTOMER EXPERIENCE COMMITTEE
NOVEMBER 19, 2020
Subject
SUBJECT: 2020 CUSTOMER EXPERIENCE PLAN
Action
ACTION: APPROVE RECOMMENDATION
Heading
RECOMMENDATION
Title
ADOPT the 2020 Customer Experience Plan.
Issue
ISSUE
Customer experience is the sum total of experiences Metro customers have at every step of their journey. Metro's goal is to minimize pain points, maximize smooth, uneventful experiences, and find opportunities for occasional surprise and delight.
In June 2018, the Metro Board of Directors (Board) approved Motion 38.1 (Attachment B), requesting that Metro staff develop an annual customer experience plan. In February 2019, staff submitted a report on Motion 38.1 to the Operations, Safety and Customer Experience Committee (Attachment C) outlining steps to align annual customer experience plans with Metro's Vision 2028 Strategic Plan Goal 2, which calls on Metro to "deliver outstanding trip experiences for all users of the transportation system." Metro's first Customer Experience Plan is attached (Attachment A).
Background
BACKGROUND
Development of Metro's first Customer Experience (CX) Plan started with the hiring of the first Executive Officer for Customer Experience in April 2020. The 2020 CX Plan was developed on a compressed schedule, and its recommendations were developed in response to social media comments, customer survey results (including a June 2020 survey to obtain feedback from customers during the COVID-19 pandemic), and interviews and discussions with individuals ranging from Board members and staff to bus operators.
Looking forward, staff plans to also collaborate with Metro advisory committees and community-based organizations, to review and improve customer experience as a continuous process, and to issue annual reports.
The purpose of the 2020 CX Plan is to take an honest look at pain points riders tell us about, and to make improvements that are responsive to those issues. The Pla...
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