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TO: |
Board of Trustees |
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THROUGH: |
Jay Fox, Executive Director |
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FROM: |
Nichol Bourdeaux, Chief Planning and Engagement Officer |
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PRESENTER(S): |
Nichol Bourdeaux, Chief Planning and Engagement Officer |
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G.J. LaBonty, Manager of Customer Experience |
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Andy Stevenson, Customer Experience Project Manager |
TITLE:
title
Customer Experience (CX) Action Plan
end
AGENDA ITEM TYPE:
Discussion
RECOMMENDATION:
Informational report for discussion
BACKGROUND:
Exceeding Customer Expectations is a strategic priority in UTA’s 2022-2030 Strategic Plan. The Customer Experience (CX) Action Plan was developed to improve CX on our system.
DISCUSSION:
UTA has always strived to maintain a positive experience for our customers. To further this, the agency has developed a comprehensive document that captures our riders' travel motivations, their challenges, and the moments that matter most while using UTA’s transit system.
Over the last 12 months, UTA has spent time learning from and engaging with our customers to look holistically at their entire journey through the UTA transit system. Using information gathered from this engagement, combined with information from previous studies and insights from staff, UTA has developed a CX Action Plan that identifies customer-facing projects and improvements.
The CX Action Plan is a document that houses our most up-to-date understanding of:
1. Our customers and what matters to them while using UTA.
2. UTA opportunities to improve the customer experience.
UTA staff will present the plan's findings, including customer mindsets, focus areas, and customer improvement ideas.
ALTERNATIVES:
N/A
FISCAL IMPACT:
N/A
ATTACHMENTS:
• Customer Experience Action Plan