俄亥俄州富兰克林县哥伦布市中俄亥俄交通局10月29日推出首份客户体验行动计划：全美仅8家机构有此专项规划
俄亥俄州富兰克林县哥伦布市中俄亥俄交通局（COTA）10月29日宣布推出首份客户体验行动计划，承诺提供乘客需要并期待的服务。凭借这份计划，COTA成为全美国仅有的8家拥有专门客户体验计划的公交机构之一，全北美也只有12家。
该计划为改善乘客全程体验制定了路线图，涵盖行程规划、票价支付、上车乘车直至抵达目的地各个环节，目标是让中俄亥俄地区的公交服务更可靠、更无障碍、更友好、更便捷。
COTA总裁兼首席执行官莫妮卡·特莱斯-福勒表示，乘客每天依靠COTA上班、上学、就医并与社区保持联系，他们理应得到尊重时间的服务。计划的制定吸收了数百名乘客的反馈以及社区意见、员工见解和运营数据，确定的优先事项包括服务可靠性、信息清晰及时、安全、无障碍、清洁和更好的换乘衔接。
计划覆盖固定线路公交、COTA Mainstream残障人辅助客运和COTA//Plus按需服务，重点包括提升准点率、改善车站与车辆状况、简化行程规划与购票、升级无障碍预订工具。
信息来源：GlobeNewswire（COTA公告）（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）
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)
来源：GSM·美国（原文链接）
图片来源：哥伦布市政厅 / Columbus City Hall
