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Service Quality Investments OVERVIEW Improving the quality of Metro’s services is crucial to building a mobility system that gets people where they want to go, when they want to get there. The whole customer experience matters—from determining which service to take, to paying a fare, to boarding and riding the bus safely and efficiently. Through Metro’s public engagement processes and surveys, Metro regularly hears about the importance of fast, reliable, service and making the transit system safe, understandable, and easy to use. This chapter describes programs and investments that will improve and modernize service, connect people to transit, and enhance the customer experience. All of Metro’s services will benefit from the service quality improvements described in this chapter. Metro will use input from the public and customers—with an emphasis on outreach to priority populations—to determine what types of service improvements and attributes to prioritize and where. Priority populations: people who are Black, Indigenous, and of color; have low or no-income; are immigrants or refugees; have disabilities; or are linguistically diverse. Metro defined which populations to focus on in partnership with the King County Office of Equity and Social Justice and the Equity Cabinet as part of the development of the adopted Mobility Framework.

Service quality investments described in this section include: 

Speed and reliability

Boarding and fares

Innovation, modernization, and technology

Customer communications

Passenger facilities

Connecting to transit

Managing demand

Equitable transit-oriented communities

King County Metro Long Range Plan