The Customer Experience

Goal Statement & Strategies

Goal Statement

To Provide Best-in-Class Transportation Services that Meet or Exceed Customer Expectations

Strategies
  • Refine Customer & Employee Feedback Loops
  • Build a Customer Service Culture
  • Upgrade Communications Platforms
  • Nurture Stakeholder Relationships
  • Refresh SEPTA Brand
  • Implement & Leverage New Payment Technologies (NPT) Platform
Key Performance Indicators - On-Time Performance, CCT-Suburban
On-Time Performance, CCT-Suburban

The above graph shows the on-time percentage for CCT-Suburban operation.

Key Performance Indicators - On-Time Performance, CCT-City
On-Time Performance, CCT-City

The above graph shows the on-time percentage for CCT-City operation.

Key Performance Indicators - On-Time Performance, Regional Rail
On-Time Performance, Regional Rail

The above graph shows the on-time percentage for Regional Rail operation.

Key Performance Indicators - On-Time Performance, Norristown High-Speed Line
On-Time Performance, Norristown High-Speed Line

The above graph shows the on-time percentage for the Norristown High-Speed Line operation.

Key Performance Indicators - On-Time Performance, Media-Sharon Hill Lines
On-Time Performance, Media-Sharon Hill Lines

The above graph shows the on-time percentage for the Media-Sharon Hill Line operation.

Key Performance Indicators - On-Time Performance, City Trolley
On-Time Performance, City Trolley

The above graph shows the on-time percentage for City Trolley operation.

Key Performance Indicators - On-Time Performance, Market-Frankford Line
On-Time Performance, Market-Frankford Line

The above graph shows the on-time percentage for the Market-Frankford Line.

Key Performance Indicators - On-Time Performance, Broad Street Line
On-Time Performance, Broad Street Line

The above graph shows the on-time percentage for the Broad Street Line.

Key Performance Indicators - On-Time Performance, Bus and Trolley Bus
On-Time Performance, Bus and Trolley Bus

The above graph shows the on-time percentage for Bus and Trolley Bus operation

Key Performance Indicators - Communication Activity Index
Communication Activity Index

Sum of Control Center tweets, mobile app downloads, Facebook Likes and @SEPTA_Social activity

Key Performance Indicators - IT Uptime, API/Realtime and Website
IT Uptime, API/Realtime and Website

Percentage of time the website and API are available for customer use

Employee Growth

Goal Statement & Strategies

Goal Statement

To Attract, Develop and Retain a Diverse, Healthy and Versatile Workforce

Strategies
  • Develop Targeted Employee Recruitment Efforts
  • Establish Diversity, Safety & Customer Service as Underlying Principles
  • Implement Comprehensive Suite of Talent Management Resources
  • Expand Employee Wellness Programs
  • Promote a Culture of Volunteerism
Key Performance Indicators - Women and Minority Hiring
Women and Minority Hiring

Proportionate increate in women and minority participation in management and professional ranks.