Get email alerts on the Customer Experience topic
No spam. Unsubscribe anytime.
Capital Metro CEO highlights customer‑experience hub and upcoming fare changes
Summary
President and CEO Dottie Watkins reviewed frontline‑employee recognition events, a new customer‑experience hub that publishes KPIs and action plans, and warned riders that paper passes will be phased out this summer as tap‑to‑pay rollouts continue.
President and CEO Dottie Watkins summarized recent outreach and agency work, beginning with quarterly frontline‑employee graduation ceremonies recognizing new operators, mechanics and public‑safety ambassadors.
Watkins highlighted the customer‑experience hub launched to share key performance indicators and explain actions staff are taking to address customer pain points: frequency/reliability, rule and fair enforcement, and the CapMetro mobile app. She said staff are updating the customer‑experience survey and adding outreach to pickup and MetroAccess customers to get broader input.
On fares, Watkins reminded riders that new fare‑box equipment will be introduced this summer as the agency phases out certain paper media. She said questions from customers about tap‑to‑pay drove higher call volume in March and urged riders with legacy passes to contact customer care for assistance.
Watkins also reviewed engagement with regional partners, ribbon cuttings and outreach events, and said staff continue to refine CRM and reporting capabilities to better track and resolve customer issues.
Quote: “We share the KPI story… and what we are doing to address those pain points,” Watkins said.
What happens next: Watkins said finalized customer‑experience reporting will be available on the agency website and that staff will continue outreach as fare‑system upgrades roll out.
AI generated
The text on this page is AI generated. Summaries, highlights, analysis, and video transcripts are all produced from the original source material.
AI can make mistakes, so if you spot one, and we will fix it for everyone.
Note: the source content is unaltered by us. Any content source we link to, be it a video, an audio recording, or a document, is presented exactly as its publisher released it. That publisher is usually a government body, sometimes an individual official or another organisation.
