UTA is in the process of creating a comprehensive document that captures our riders' travel motivations, pain points, and moments that matter most while riding UTA. We’re engaging with our riders to look holistically at their journey through the UTA transit system (from your front door to your ultimate destination). We’re calling this a Customer Experience (CX) Action Plan.
Project Background
UTA’s vision is to lead Utah to a stronger economy, a cleaner environment, increased mobility, greater access to opportunity, and a better quality of life — all driven by safe, comfortable, and reliable transportation. A key part of exceeding our customers’ expectations is directly related to the experience they have when using the transit system. UTA recently adopted a 2022-2030 Strategic Plan. In this plan, there is a success statement regarding Exceeding Customer Expectations:
UTA puts its customers first by providing an easy, enjoyable, and accessible transit experience where customers feel engaged, safe, and cared about.
Help Shape Our First-Ever CX Action Plan
As we’ve been preparing this plan, we’ve learned more about what’s working well and what can be improved during your UTA journey. Now, we need your help to prioritize what we include in the final plan. The feedback we gather through this process will help shape the roadmap of proposed improvements in the CX Action Plan.
* Please note: These are all still at the idea stage and are not guaranteed to receive funding, but your support will help UTA prioritize consideration in future budgets.
In-Person Events
Attending one of these upcoming community events? Find our booth for treats and free giveaways! Continue to check this page for updates as we add more events.
Boo to the Flu (Frid, Oct. 18)
- 3-6 p.m. at UICSL Murray Clinic, 5450 South Green Street, Murray
- 12-2 p.m. at Roots High School Farm, 1301 West 2320 South, West Valley City
USARA Trunk or Treat (Sat, Oct. 19)
- 3-5 p.m. at Salt Lake County Government Center Southeast Parking Lot, 2001 South State Street, Salt Lake City
Triumph in Technology (Sat, Oct. 19)
- 9:30 a.m.-1 p.m. at 650 South 500 West, Salt Lake City
Rose Park Elementary Trunk or Treat (Fri, Oct. 25)
- 3:30-6:30 p.m. at Rose Park Elementary Field/Track, 1105 West 1000 North, Salt Lake City
Monster Block Party (Sat, Oct. 26)
- 11a.m.-2 p.m. at Regional Athletic Complex, 2280 North Rose Park Lane, Salt Lake City
UTA Ogden Bus-tume Event (Sat, Oct. 26)
- 3-8 p.m. at Ogden Transit Center, 2393 Wall Ave., Ogden
UTA Timpanogos Halloween Event
- 2-6:30 p.m. at Provo City Hall, 445 West Center Street, Provo
SLC Resource Fair (Fri, Nov. 8)
- 9:30 a.m.-12:30 p.m. at Salt Lake City Public Library, 210 East 400 South, Salt Lake City
FAQ:
What is Customer Experience (CX)?
Customer Experience is everything a customer experiences while accessing and using UTA services, from their front door to their ultimate destination.
Customer Experience also includes:
- Multiple modes of transportation (UTA, active transportation, Transport Network Companies (TNCs), driving, etc.)
- Many different objects, tools, and apps. (UTA website, Transit App, posted maps/schedules, real-time signs, etc.)
Why does focusing on CX matter?
Delivering a remarkable experience increases the likelihood that customers will return, use UTA services often, and more importantly, tell a friend or family member about their experience. In other words, a phenomenal experience creates customers who create customers. In fact, 92% of customers around the world say they trust recommendations from friends and family more than other forms of advertising (Nielsen).
What is the CX Action Plan?
The CX Action Plan is a document that:
- Communicates who UTA’s customers are, what they experience (good and bad), and what matters to them on their journey from their front door to their destination
- It showcases UTA’s planned customer-focused projects, including timelines and constraints for implementation
I’ve already shared my feedback in another survey. What’s different about this survey?
The intent of this survey is to dive deeper into riders’ experiences while using UTA and identify customer facing projects and improvements. UTA also has valuable insights from many previous surveys, like the annual Customer Satisfaction Survey and quarterly Rider Happiness Benchmark survey. The final CX Action Plan will include and build on the insights from these surveys.
Have any other transit agencies created CX Action Plans?
Yes! Use the links below to explore similar plans created by other transit agencies.