The first corner of the “strategic building,” and the foremost goal, is to foster a customer first mindset throughout our organization, ensuring that our riders’ needs, comfort, safety and satisfaction are at the heart of everything we do.

STRATEGIES

  • Create and implement a 6-year Customer Experience Action Plan that addresses top improvement opportunities identified by Pierce Transit customers.
  • Adopt and implement a Fixed Route System Recovery Plan.
  • Develop a High-Capacity Transit Plan for at least three corridors.
  • Assess and improve system security and safety plans with a “customer first” focus.
  • Design and deliver services that are inclusive to all individuals and abilities.

PERFORMANCE METRICS

  • Total system ridership will increase by 6% per year.
  • 25% of service area residents within a 10-minute walk of routes with 15-minute weekday frequencies, or better.
  • Increase the satisfaction levels in rider surveys for questions on overall satisfaction, personal security on the bus and at the bus stop, and cleanliness of buses and Pierce Transit facilities by 20%.
  • Achieve 85% on time performance.