Community Engagement
Round One

The project schedule for the SMARTer Mobility Program Phase 1 Public Engagement Plan ran from March 2023 through February 2024, with public engagement occurring throughout SMART’s service areas and non-service areas within Macomb, Oakland, and Wayne counties. Engagement methods included launching the project website, multiple online surveys, on-bus surveys, pop-up input tents throughout the three counties, on-demand surveys for flex users, public focus groups, and in-person and online public meetings.

Check out the graphics below to learn about our key findings from Phase 1.

You can find the full on-bus survey results report in our document library.

Key Findings

#1 Reliability

Reliability of services was overwhelmingly the most important issue, with 68% of people engaged citing reliability issues. Late buses and cancelled trips were the top concerns identified that either hinder their ability to use SMART or are the reasons they do not use it. Improving reliability in the SMARTer Mobility Program will ensure greater community buy-in and trust of SMART programs and services.

The theme of cancellations and late buses was shown at every forum of engagement, whether it be public comments, public meetings, focus groups, or survey outcomes.

#2 Amenities & Infrastructure

Amenities at bus stops and on buses was also a prominent theme across public engagement activities. While all FAST routes offer transit shelters, the majority of bus stops are just sign posts. Many riders requested more shelters, benches, and signage with real-time updates.

Another related issue is access to many bus stops, with many locations having either no sidewalks or sidewalks in poor condition, or a lack of crosswalks near the bus stops.

#3 Frequency

In terms of service, higher frequency was the third most cited request at 43%. Most routes only offer service every 60 minutes, and when buses are late or cancelled, many riders missed their transfer to another bus and had to wait for almost two hours for the next bus to arrive. Span of service was also an issue, with 23% of riders requesting more weekend service and another 15% requesting later service, to allow people to return from late work shifts or events.

#4 Customer Service

Customer service was often cited as an area to improve. Many riders indicated that bus operators have been rude, mean, or not helpful. For most riders, the operators are the only interaction with SMART emlpoyees that they have and poor customer service can negatively impact rider experience.

#5 Coverage

Finally, many people cited the need for SMART to offer service to a variety of destinations and expand the coverage area. Residents and municipal officials in areas unserved by SMART but are opt-in municipalities are asking for transit, whether it be fixed route or microtransit (Flex service).

Communities