A Strategic Commitment to Riders
MARTA is committed to delivering a safer, cleaner, and more reliable transit experience—one that puts our riders at the center of every decision. The 2025 Customer
Experience Strategic Workplan outlines how customer-facing initiatives align with the Authority’s broader strategic goals to enhance every step of the rider journey. The plan identifies key customer segments, maps their interactions with MARTA, and prioritizes improvements at critical touchpoints
to reduce friction and improve satisfaction.
Since the appointment of MARTA’s first Chief Customer Experience Officer in 2020, the Customer Experience team has led efforts to embed customer-centric thinking throughout the organization. This workplan offers a five-year roadmap of initiatives designed to improve the rider experience systemwide. It will
serve as a living document, updated annually to reflect progress, adapt to evolving rider needs, and ensure accountability as we continue to deliver on our customer promise.
Read the full 2025 Customer Experience Strategic Workplan here