Central Ohio Transit Authority Launches Customer Experience Action Plan
News related to:Central Ohio Transit Authority · 2 min read
COLUMBUS, Ohio, Oct. 29, 2026 /CourierPR/ -- Central Ohio Transit Authority (COTA) has unveiled its first Customer Experience Action Plan, marking a significant step in enhancing the service it provides to passengers. This initiative positions COTA as one of only eight transit agencies in the United States and one of 12 in North America with a dedicated customer experience plan, underscoring its commitment to improving the overall transit experience.
The plan aims to address a wide range of customer concerns, from service reliability and on-time performance to clearer communication and better accessibility. According to Monica Téllez-Fowler, the President/CEO of COTA, the plan is a direct response to customer feedback.
The Customer Experience Action Plan was developed through extensive feedback from hundreds of customers, combined with community input, employee insights, and performance data. This process identified key priorities, including dependable service, clear communication, safety, accessibility, cleanliness, and better connections. The plan outlines improvements across fixed-route bus service, COTA Mainstream paratransit, and COTA//Plus on-demand service.
Improvements will focus on several areas: - Strengthening service reliability and on-time performance. - Improving transit stops, transit centers, and vehicle conditions. - Providing clearer, more timely service information. - Making trip planning and fare payment easier. - Modernizing accessibility and booking tools. - Expanding access to service.
The plan also includes initiatives to support employees through training, communication, safety, and professional development. Téllez-Fowler emphasized that the plan is a commitment to listening and turning that feedback into action.
COTA recognizes that recent service reliability challenges have disrupted customers' daily lives and underscored the need for better planning and communication. The Customer Experience Action Plan will help guide efforts to identify service risks earlier, strengthen coordination across teams, and use customer feedback and performance data to reduce the likelihood and impact of future disruptions. It also prioritizes clearer, more timely information when service issues occur, helping customers understand changes and make informed travel decisions.
The plan connects the concerns customers raise with the work needed to improve their daily travel. As COTA expands, the plan reinforces that success depends on both the service available and the experience people have using it. Customers and community members can read the full Customer Experience Action Plan and share feedback at COTA.com/experience.