Development of Customer Experience Metrics and Method for Metro Transit Services and Facilities

Summary

This study develops and validates metrics and measurement methods of customer experience and sense of safety (while on-board and waiting for service) of riders on Metro Transit lines (e.g., Blue Line and Green Line LRT, A Line and D Line BRT). These methods are used to collect preliminary baseline assessment data of the experience of customers that may be associated with relevant public perceptions. This validation is conducted with the intention of future use of said methods to develop ongoing performance monitoring programs and to study the success of a potential intervention program of sustained safety behavior change, using a combination of high-visibility enforcement of public safety laws and the Metro Transit code of conduct, public outreach and education, and available social engineering interventions.