Customer Experience Dashboard Displaying Key Performance Metrics Launched
The Maryland Department of Transportation Maryland Transit Administration has launched the Office of Customer Experience, a new department focused on improving how riders experience transit services at each stage of their trip. The Customer Experience Office will integrate performance management data, rider experience studies and real-time information with the goal of creating impactful improvements for riders.
“The Customer Experience office will use data and feedback from riders to inform agency insights,” said Maryland Transit Administration Administrator Holly Arnold. “These insights will echo the voice of our riders, fostering improved transparency and communication across the board.”
In its first major initiative, the office has created a Customer Experience Dashboard (mta.maryland.gov/customer-experience-dashboard), replacing the Performance Improvement webpage, launched in 2019. The new dashboard will allow the public to track multiple service performance indicators, including on-time performance, ridership, service delivered, real-time information availability, and operator hiring efforts. The dashboard will be updated regularly with additional metrics based on feedback from riders.
Transit Choices applauds MTA Administrator Holly Arnold for recognizing the important role that transparency and accountability play in building trust with transit riders.
We believe that transparency and increased communication will help to rebuild and restore public confidence, something we have been advocating for over more than a decade.