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Customer Experience

Metro’s Customer Experience (CX) team takes an honest look at pain points that customers tell us about and proposes improvements that are responsive to their concerns. We randomly survey thousands of riders every year to obtain feedback on everything from cleanliness to security and reliability. We then use this data to prioritize areas for improvement, and develop and fund solutions.

Goals

Our goal is to always put you first — your safety, your time, your comfort, and your peace of mind – when we connect you to people and places that matter to you.

We know we don’t always deliver on this goal. That’s why we are making improvements.

Status

The proposed FY23 Budget will support over 50 Action Items from the 2022 CX Plan, such as:

Bus Speed and Reliability Improvements

Metro has set a target to double the pace of developing bus lanes to provide customers with a quicker and more reliable ride.

Better Public Safety

Metro plans to double homelessness outreach on the system, and will also soon start deploying Transit Ambassadors on Metro to help riders feel safe.

Cleanliness Improvements

A comprehensive “Cleaning Surge” on buses, trains and stations will be expanding significantly, including more floor scrubbing and pressure washing, and greater weekend coverage.

Latest News

Tell us what you think

The CX Plan will be updated annually, and we want your feedback to inform future plans. Share your comments on this form.

Documents

2020 Customer Experience Plan adopted

Metro announces innovative partnership to improve customer experience

The Source: Customer Experience

Status of previous CX action items

Contact Us

Metro Customer Relations
One Gateway Plaza, 99-PL-4
Los Angeles, CA 90012-2932
CustomerRelations@metro.net
213.922.6235
1.800.464.2111

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