COTA Launches First Customer Experience Action Plan in Columbus on Oct. 29; One of Only Eight U.S. Agencies with Such a Plan
The Central Ohio Transit Authority (COTA) in Columbus, Franklin County, Ohio, announced its first Customer Experience Action Plan on Oct. 29, a commitment to delivering the service customers need and expect. With the launch, COTA becomes one of only eight transit agencies in the United States, and one of only 12 in North America, with a dedicated customer experience plan.
The plan is a roadmap for improving the entire customer journey, from planning a trip and paying fare to boarding and reaching a destination, aiming to make transit across Central Ohio more reliable, accessible, welcoming and convenient.
COTA President and CEO Monica Tellez-Fowler said customers count on COTA to get to work, school and medical appointments and to stay connected to their communities, and deserve service that respects their time. The plan drew on feedback from hundreds of customers plus community input, employee insights and performance data, identifying priorities including dependable service, clear and timely information, safety, accessibility, cleanliness and better connections.
The plan covers fixed-route bus service, COTA Mainstream paratransit and the COTA//Plus on-demand service, focusing on on-time performance, stop and vehicle conditions, easier trip planning and fare payment, and modernized accessibility and booking tools.
Source: GlobeNewswire (COTA announcement) (https://www.globenewswire.com/news-release/2026/10/29/3391182/0/en/central-ohio-transit-authority-launches-first-customer-experience-action-plan-to-better-serve-passengers.html)
Source: GSM · USA (original Chinese edition)
Photo: 哥伦布市政厅 / Columbus City Hall
