Fehr & Peers was inspired to change the story and the experience for Metro riders by creating a concise, captivating, and heartfelt 2023 Customer Experience (CX) Plan. The Plan’s purpose was to take an honest look at customer pain points and outline specific actions Metro is taking to respond to riders’ concerns. This is a vital step as Metro seeks to rebuild its post-pandemic ridership and address what they are doing to make their riders’ experiences safe, clean, comfortable, reliable, and easy.

In developing the 2023 CX Plan, our team delivered creative communication pitches that carefully considered the appropriate voice and tone, photography style, and data visualization concepts that would effectively connect with Metro riders. We examined best practice customer experience metrics from leading public transit agencies and top private companies to inform our actions and move the CX culture forward.
 
We worked with LA Metro's all-star Customer Experience Team to deliver a plan that is more than a roadmap—it’s a promise to listen, learn, and improve for all riders and users. Fifty-four action items were identified under the five categories: Safe, Clean, Comfortable, Reliable, Easy. We’d love for you to give it a read!