CTDOT Releases the 2025 Customer Experience Action Plan Progress Report

The Connecticut Department of Transportation (CTDOT) today released its second annual Customer Experience (CX) Action Plan Progress Report. The Action Plan Progress Report provides customers with yearly updates on action items that directly serve to improve the transit customer experience statewide. Actions are categorized into three priority focus areas: Improved Service, Easier to Use, and Enhanced Accessibility and Comfort. Progress made in the past year includes notable improvements on the following action items:

• New Microtransit options to fill the gaps in fixed-route local bus service & Rail Service Improvements that can get customers from New Haven to Grand Central in under 90 minutes.
• Over 6,000 trips using contactless fare technology during the pilot of Tap & Ride on select transit buses.

• Rail Station ADA Accessibility Improvements for eight stations statewide, including the start of construction at the relocated Naugatuck Rail Station.

View the July 2025 CX Action Plan Annual Progress Report.

"We are excited to release our annual update to the Customer Experience Action Plan. The CTDOT team is focused on progressing and prioritizing efforts that will improve service, enhance accessibility and comfort, and make transit easier to use," said Connecticut Department of Transportation Public Transportation Bureau Chief Benjamin Limmer. "Customer Experience is at the heart of what we do, and we're happy to report several additional projects from the Action Plan have been completed this year. We expect these initiatives to continue making a positive impact on the transit customer experience."

CTDOT unveiled its first-ever Customer Experience (CX) Action Plan in June 2023, which was drafted after statewide public outreach throughout 2022. The Action Plan outlines programs, policies, and investments to improve bus and rail services for all of Connecticut. In the CX Action Plan, CTDOT committed to providing annual updates on progress.

The CTDOT Customer Experience team continues to hold pop-up events at transit hubs and community events throughout summer to share Annual Progress Report highlights and to connect with transit customers.

For more information, view upcoming events, and to the read the CX Action Plan and the Annual Progress Reports, visit transitcx.com