Putting the customer experience at the center of every ride
SEPTA's customer experience philosophy helps support frontline employees while creating a safe, clean and reliable system for every rider
By Scott Sauer, General Manager | Southeastern Pennsylvania Transportation Authority (SEPTA)
The Southeastern Pennsylvania Transportation Authority (SEPTA) is one of the nation’s largest transit systems, serving Bucks, Chester, Delaware, Montgomery and Philadelphia counties through an extensive network of bus, subway, trolley, trackless trolley and Regional Rail service, along with ADA paratransit and Shared Ride programs. With average daily ridership near 800,000 trips across all modes in early 2026, SEPTA plays an essential role in how the Philadelphia region moves.
Today, the transportation environment is changing. People have more mobility options than ever, and transit agencies are thinking differently about how they serve customers. SEPTA is one part of a broader regional network, and we want people to choose SEPTA not only for their daily commute, but also for everyday trips across the region.
That includes our focus on delivering a safe, clean, reliable and welcoming experience from the moment a customer begins planning a trip to the moment they reach their destination. Our goal is to place customers at the center of our decision making across the agency.
To guide that work, SEPTA has established a customer experience philosophy built around five principles: Safety, Empathy, Pride, Trust and Accountability.
Safety: Safety is a priority, in terms of operations and the customer experience. That sense of safety is shaped by service reliability, cleanliness, lighting, communication and the condition of the physical environment. Riders want to know the vehicle will arrive, the station will be welcoming and the system will help them move confidently through their trip.
Technology is helping support that confidence by giving riders better information throughout their trip. SEPTA is investing in more advanced information on the regional rail network and improved bus tracking. The agency’s mobile app allows riders to find nearby stops and stations, plan trips using real-time transit data, manage SEPTA Key cards and view service alerts. SEPTA also offers a real-time system map where customers can view selected routes, stops and live trip details.
That information supports both convenience and safety. When a rider can see that a train or bus is coming, they can make informed decisions and feel more confident while they wait.
Empathy: Empathy is central to the experience SEPTA is working to create. Our employees anticipate needs, provide clear information and help customers feel comfortable using the system. That is especially important for people who are new to SEPTA, visitors to the region, customers with limited English proficiency or riders navigating a service change.
This focus is shaping how SEPTA prepares for major events. As Philadelphia welcomes visitors from across the country and around the world, the agency has worked to enhance signage, strengthen wayfinding and make information more accessible. Teams are using clearer visual communication, translation tools and multilingual support to help customers navigate the system. Employees and ambassadors are being trained to welcome riders, answer questions and provide travel guidance in ways that reflect the needs of daily customers and first-time visitors.
Pride: SEPTA’s frontline employees are the face of the agency and bring a deep commitment to public service. They take pride in the mission of providing safe, reliable, clean and efficient transportation.
Our opportunity is to build on that strength. SEPTA has developed a customer experience training module that introduces employees to a shared standard and mindset. The goal is not to replace the instinctive service many employees already provide. It is to reinforce a sense of pride, create consistency and ensure the mindset is replicable across the region.
Trust: Building and maintaining trust requires communication to be treated as an integral part of the customer experience. SEPTA gathers feedback through customer service channels, email, social media and direct engagement across the system. As general manager, I also spend time at stations and on vehicles talking with customers about their experience. Those conversations provide valuable insight into what is working, where riders may need additional support and where opportunities exist to improve.
A strong customer experience depends on meeting customers where they are and communicating in the way that best supports their trip.
Accountability: Accountability means owning the experience customers have with SEPTA and maintaining strong relationships with the stakeholders who support the system.
That responsibility extends beyond riders. Elected officials, business leaders, major employers and community partners all have a stake in SEPTA’s success and often hear directly from customers and constituents about their transportation experience. SEPTA works to keep these stakeholders connected through regular leadership updates, direct engagement, public meetings, community events and opportunities for public comment. These touchpoints give stakeholders a clearer understanding of service conditions, ongoing improvements and the essential role transit plays in the region’s daily life.
Customer-centered, now and in the future
SEPTA’s customer experience philosophy is being strengthened across our system. That same customer-centered approach will guide SEPTA’s investments over the next decade, including fleet modernization, a new trolley system, rail fleet upgrades, station accessibility improvements, infrastructure investments and better customer information. Each improvement is connected to the same goal: making SEPTA easier, safer and more enjoyable to use.
By grounding our work in safety, empathy, pride, trust and accountability, SEPTA can continue building rider confidence and strengthening transit as a transportation choice for everyday life across the Philadelphia region.
