Customer Experience Dashboard

Customer Experience (CX) Action Plan

The Maryland Transit Administration has launched a Customer Experience (CX) Action Plan – a comprehensive initiative designed to improve the public transit experience across the system.

The plan outlines a clear set of actions to be implemented over the next year to improve service reliability, communication, accessibility, cleanliness and safety systemwide. The plan was shaped by input from thousands of riders, stakeholders and advocates.

Developed by the agency’s Office of Customer Experience, a department created in 2024 to help elevate the rider experience on and off the bus or train and at each stage of a rider’s journey, the plan outlines immediate, high-impact improvements that reflect riders' top priorities

Highlights of the CX plan include:

• Service Reliability: Improve on time performance and fleet availability to deliver expected levels of service.
• Safety: Implement additional protocols to ensure riders feel secure while traveling on the system.
• Improved Accessibility: Enhance the way in which riders can access schedules, navigate stations and contact the agency.
• Transit App Interface: Improve communication of the app’s functionality, features and benefits.
• Communication: Improve communication on service disruptions, implement user-friendly digital signage and improve wayfinding at stations and stops.
• Cleanliness and Comfort: Increase vehicle cleaning schedules and develop a mechanism for rider reporting of concerns.
• Fare Collection: Simplify fare payment options and improve access for low-income riders.
• Rider Engagement: Continue engagement to ensure ongoing dialogue between the agency and our riders.