Comment from Bob Ruediger
Bob RuedigerSupportIndividual
Summary: A consultant who works with customer experience (CX) departments across the country argues for the implementation of a standardized CX survey in the public transit sector. They believe a standardized approach would provide agencies with better data to understand customer needs and help the U.S. become a leader in transit CX.
There is a strong need for a standardized Customer Experience (CX) survey in the public transit sector. As a consultant who works with CX departments across the country, measuring CX is currently a guessing game for many agencies, especially fledgling departments who are trying to find their voice. A standardized survey would allow agencies to gain true insight into what their customers experience, feel, and think when interacting with public transit and it will provide the data needed for America to start emerging as a true leader in public transit CX.