Mansha's Mobility Insights - (#1) - Maryland Transit Administration’s 2025 Customer Experience Action Plan
Maryland Transit Administration’s 2025 Customer Experience Action Plan Read the Full Document Here https://lnkd.in/eKNt9bde One of the most exciting things about working in transportation research is seeing how agencies across the country are redefining what “customer experience” really means in transit. As part of my new Mansha’s Mobility Insights series, I’m diving into noteworthy plans, reports, and action documents, highlighting innovations, best practices, and lessons worth sharing. Today’s spotlight: the Maryland Transit Administration’s 2025 Customer Experience (CX) Action Plan . At just 20 pages, this concise yet powerful document is a must-read for transit professionals. It showcases how a state transit agency can move beyond responding to isolated service incidents to creating a whole-journey approach from trip planning to final destination. Some of my own research has touched on rider experience evaluation, station area design, and data-driven transit perfo...