About

The Customer Experience is the sum total of a customer’s experiences at each step along their journey using public transportation. It includes exploring transit travel options, waiting for the transit vehicle, arriving at the final destination and everything in between. The Customer Experience for a transit customer could include these steps:

• Locating schedules online and trip planning
• Purchasing fares
• Scheduling a paratransit/dial-a-ride trip
• Waiting at a bus stop or train station
• Riding on the bus or train
• Transferring to another service
• Arriving at a final destination

Connecticut DOT engaged with public transportation service providers, stakeholders, community partners, and transit customers, to collect feedback and input on the state’s many public transportation services.

This feedback and input is the center of the CX Action Plan and is used to develop priority areas and actions to improve public transportation

Engagement activities include:

• Stakeholder interviews
• Focus groups
• Surveys
• Virtual town halls
• Community meetings
• Collecting comments in-person and through email, online, mail, and phone
• Pop-up events--we’ll visit your community, stop, station, or ride with you to get your feedback and input
• Customer Journey Maps were informed by engagement with the public, focus groups, and research into who uses the system and how.