Customer Experience Hub

Our aim is to provide a high-quality customer experience that exceeds your expectations.

Customer Survey Results

You’ve spoken. We listened. See how customers rated CapMetro’s service, experience and courtesy in our latest customer satisfaction survey.

Action Steps

Using customer input and our strategic plan, we’ve developed initiatives in three improvement areas to elevate the customer experience.

View The Plan

Dive into the details behind CapMetro CX Plan and learn why we think focusing on customer experience is essential to our mission.

Overall Customer Satisfaction

In April 2024, our survey team boarded our buses and trains to speak with 1,191 CapMetro customers.

Overall, 69% of responders were satisfied or very satisfied with service.

View Survey Details

People riding the bus with a 69% satisfaction rating graphic

Prioritizing Improvements

Our staff is working on initiatives to improve customer experience in three specific areas:

Frequency and Reliability

Our aim is to get you to your destination on time, every time.

Rules and Fares Enforcement

We’ve created new initiatives to ensure a safe and enjoyable experience onboard and while at stops and stations.

CapMetro’s Phone Apps

CapMetro replaced its legacy app with Umo and the Transit app—making it easier than ever to pay for and plan your ride.

Action Steps

customer experience action plan pages stacked

Read the Plan

“Going the Extra Mile” isn’t an empty promise—it’s become a mantra for how we serve our customers. And we’re walking the walk by pulling together teams across the agency to deliver projects and policies that create noticeable improvements to your experience.

This is CapMetro’s first agencywide Customer Experience Plan—shaped by real customer input.

Download the Plan

Contact Us

We want to hear from you! Our staff collects customer input from a variety of sources, and no comment or suggestion is too small. Learn all the ways you can make your voice heard.

Contact Us