Capital Metro CEO highlights customer‑experience hub and upcoming fare changes
April 20, 2026 | Austin, Travis County, Texas
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President and CEO Dottie Watkins summarized recent outreach and agency work, beginning with quarterly frontline‑employee graduation ceremonies recognizing new operators, mechanics and public‑safety ambassadors.
Watkins highlighted the customer‑experience hub launched to share key performance indicators and explain actions staff are taking to address customer pain points: frequency/reliability, rule and fair enforcement, and the CapMetro mobile app. She said staff are updating the customer‑experience survey and adding outreach to pickup and MetroAccess customers to get broader input.
On fares, Watkins reminded riders that new fare‑box equipment will be introduced this summer as the agency phases out certain paper media. She said questions from customers about tap‑to‑pay drove higher call volume in March and urged riders with legacy passes to contact customer care for assistance.
Watkins also reviewed engagement with regional partners, ribbon cuttings and outreach events, and said staff continue to refine CRM and reporting capabilities to better track and resolve customer issues.
Quote: “We share the KPI story… and what we are doing to address those pain points,” Watkins said.
What happens next: Watkins said finalized customer‑experience reporting will be available on the agency website and that staff will continue outreach as fare‑system upgrades roll out.
Watkins highlighted the customer‑experience hub launched to share key performance indicators and explain actions staff are taking to address customer pain points: frequency/reliability, rule and fair enforcement, and the CapMetro mobile app. She said staff are updating the customer‑experience survey and adding outreach to pickup and MetroAccess customers to get broader input.
On fares, Watkins reminded riders that new fare‑box equipment will be introduced this summer as the agency phases out certain paper media. She said questions from customers about tap‑to‑pay drove higher call volume in March and urged riders with legacy passes to contact customer care for assistance.
Watkins also reviewed engagement with regional partners, ribbon cuttings and outreach events, and said staff continue to refine CRM and reporting capabilities to better track and resolve customer issues.
Quote: “We share the KPI story… and what we are doing to address those pain points,” Watkins said.
What happens next: Watkins said finalized customer‑experience reporting will be available on the agency website and that staff will continue outreach as fare‑system upgrades roll out.
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