Dear Friends and Neighbors,
No matter the product, an organization’s reputation is only as good as it’s most recent customer experience. The experiences had by COTA riders are overwhelmingly positive – our customer satisfaction rating in 2018 was a terrific 93%; and, we are working to move that even higher. According to our customer satisfaction survey, COTA riders feel safe, they value our courteous and supportive bus operators, and they appreciate our system reliability… but there is always room for improvement.
On July 8, we will begin renovations at our downtown headquarters at 33 North High Street to build a new customer experience center and mobility lab. Each renovation will provide unique enhancements for the customer’s experience. The customer experience center will replace our former pass sales facility at 33 North High Street. The new look and feel will be much more inviting, will be based around the needs of our customers and reflect the modern direction of COTA. Amenities will include user-friendly kiosks, bus arrival/departure information, interactive displays on how to use the COTA system, and our knowledgeable COTA team there to provide assistance on learning how to navigate the community across modes.
Equally as exciting is the physical demonstration of mobility collaboration and integration in our community, the mobility lab. The 7th floor of our headquarters will transform into a collaborative work area where mobility challenges in the community are tackled by public and private providers, jointly. Several start-up companies have committed to moving in to this acceleration space, and we invite more thought leaders to join us. Having leading mobility providers embedded in our facility will benefit the community greatly in the form of unique, problem-solving partnerships that provide greater accessibility for the region. This is also our demonstration to the economic development and mobility community to inspire, support, and accelerate technology and services that keep our community moving.
The customer experience center and mobility lab will both be completed by Fall 2019. Our customers will have to pardon our dust, as our pass sales office moves to the South Terminal on East Rich Street, easily accessible by many COTA lines along High Street and for free on CBUS. We look forward to showcasing the new, innovative ways we will better serve the community.
With warmest regards,
Joanna M. Pinkerton
Take COTA to Red, White and Boom 2019