Victoria/Fraser Valley – BC Transit is announcing the launch of a new province-wide five-year Customer Experience Plan.
The 2026-2031 Customer Experience Plan takes rider feedback and turns it into meaningful action. The plan outlines how BC Transit will improve the customer experience in four different areas identified as most important by customers through regular surveys. Those areas are:
- Accessibility and ease of use;
- Reliability and convenience;
- Safety and comfort; and
- Connection to expanded network.
The new Customer Experience Plan includes initiatives such as improving signage and information for priority seating on the bus, ensuring customers know where to get the most up-to-date information on service delays or impacts, and ensuring the ride is as smooth as possible. Initiatives to improve the service network include introducing OnDemand to more communities in B.C., implementing RapidBus on more key corridors in Victoria and improving service frequency on routes requiring connections.
The Plan also includes areas of opportunity that can be pursued in the future, like exploring further accessibility features, Wi-Fi and other interactive elements at bus stops and on buses, and more interregional transit connections. BC Transit will work with its local government partners to prioritize future opportunities like these as funding becomes available. BC Transit is committed to measuring the impact of this Plan for current and future customers and ensuring that the organization continues to listen to customers in the decisions it makes. Progress on the activities will be tracked and reported out on every two years.
Customer feedback is important to BC Transit. To learn more about the Voice of the Rider panel and how to take part, visit bctransit.com/voiceoftherider/. To view the 2026-2031 Customer Experience Plan, click here.
