Transdev’s Proprietary Mystery Traveler Program Helps Elevate Passenger Experience for City of Phoenix Contract
Transdev, a global leader in mobility services, is excited to implement its innovative Mystery Traveler and Mystery Caller program for its City of Phoenix fixed route bus service. This program is designed to proactively manage and enhance the passenger experience by utilizing a rigorous, audit-based approach that ensures Transdev’s high standards are consistently met across all routes.
Transdev’s Mystery Traveler and Mystery Caller initiative partners with a third-party contractor to deploy anonymous reviewers who are carefully trained to audit various aspects of the passenger experience based on clearly communicated expectations. These mystery travelers, guided by strict protocols, evaluate key areas such as: driver appearance, bus cleanliness, ambiance, customer service, and timeliness, while remaining undetected. They provide detailed feedback after each ride, which Transdev uses to identify areas for improvement and recognize exceptional service.
Unlike traditional perception-based feedback methods, this audit-based approach removes subjectivity and ensures that the data collected focuses strictly on the standards required by Transdev. These mystery travelers remain undetected, riding Transdev buses or calling Transdev calling centers at random times, and providing honest, real-world, constructive feedback based on the company’s operational guidelines.
To maintain the integrity of the program, Transdev utilizes a proprietary platform for collecting and analyzing data. This platform intakes detailed audit reports from the mystery travelers, transforming the data into sophisticated reports that allow Transdev to see service quality clearly from the passenger’s point of view. These reports give management actionable insights for improving service, ensuring consistency, and rewarding operators who meet or exceed expectations.
“The restart of the Mystery Traveler program gives us a powerful tool to not only monitor but also proactively manage our operations in real-time,” said Rob Killebrew, General Manager in Phoenix, AZ. “The feedback we receive is invaluable as it allows us to focus on what is required of our operators while ensuring we meet our goal of delivering a best-in-class passenger experience.”
The Mystery Traveler program also strengthens Transdev’s ties with the communities it serves. As a strictly managed Transdev initiative, the program provides a unique opportunity to collaborate with local Disadvantaged Business Enterprises (DBEs), helping support the economic growth of the region.
At its core, the Mystery Traveler program is a real-world tool for understanding and improving the passenger experience. By collecting unbiased, audit-based feedback, Transdev can make data-driven decisions that enhance operations, from addressing service gaps to reinforcing positive practices. This ensures that Transdev is continuously improving and adapting to meet passenger needs.
Given the value and success of the program in Phoenix, Transdev is hopeful to expand the Mystery Traveler initiative to other locations nationwide. The goal is to create a consistent, high-quality experience for passengers across the country by applying the same rigorous auditing practices and real-time feedback model.
For more information about Transdev’s services and innovations, please visit Passenger Experience – Transdev United States (transdevna.com).
