The Passenger Experience, Evolved
Delivering on passenger satisfaction and building ridership.
At Transdev, we keep passengers at the heart of everything we do. We strive to deliver on safe, reliable, and innovative solutions that empower everyone’s freedom to move. Passenger expectations are rising and Transdev is dedicated to not just meeting but exceeding them—in order to ensure the best possible experience on every trip.
We do this by staying focused on how operational and other decisions affect the rider experience. We invest in technology to improve the passenger experience – from passenger information such as timetables to passenger websites, from mobile ticketing to passenger alerts and everything in between to ensure well-managed operations and quality service. We have a suite of tools to actively solicit and listen to passenger feedback so that we can use the information to continuously improve our operations.
We’ve Custom-Built Programs to Better Understand Passengers
From our teams on the ground to executive management, we strive to empower each of our employees to help drive continuous improvement in the passenger experience.
Listening to our riders
Transdev has many tools to listen to passenger feedback. Our proprietary customer feedback management program, LISTEN, is designed to record, respond and analyze customer feedback across multiple channels. LISTEN helps our teams and clients consolidate and centralize passenger feedback, manage the investigation process, analyze feedback and provide useful, timely reporting of customer issues and trends. We also have expertise in passenger satisfaction surveys, focus groups, and other listening programs.
An Operational Tool to Improve the Passenger Experience
T.ex, our formal audit of the passenger experience, is a rigorous program and methodology designed to assess all aspects of the customer experience. T.ex deploys multidisciplinary teams and various passenger personas to identify all the opportunities to create a better passenger experience through tangible action plans. Also, our Mystery Traveler program is customer-centric audit that uses third-party vendors to rigorously measure performance in all aspects of service delivery to passengers. Based on strong training, quality assurance process and a tightly controlled data flow in our custom interface, the program enables our teams to have our finger on the pulse of our “real world” performance and ensure rewards or coaching if needed.
Engaging with customers
Our Transdev “Meet the Managers” program is designed to proactively solicit and engage with customers to demonstrate our dedication to understanding feedback. Managers and executives meet passengers at highly trafficked areas of the service to listen to concerns, compliments and suggestions. Our teams document all customer input and ideas for improving service quality. This allows our senior management to better understand how operational decisions impact service from the passenger’s point of view.
Passenger Information for an Informed Ride
Having clear and easy to understand passenger information is a critical component to a great passenger experience. That is why Transdev delivers on state-of-the-art passenger websites; printed materials such as timetables, maps or kiosks; and real-time service alerts in apps, web and social interfaces for many clients across the country. Our MyTransit Manager passenger app enables passenger to see the status of their paratransit trip and to receive other important information, so they are well informed every step of their trip.
Understanding our passengers
T.ex, our formal audit of the passenger experience, is a rigorous program and methodology designed to assess all aspects of the customer experience. T.ex deploys multidisciplinary teams and various passenger personas to identify all the opportunities to create a better passenger experience through tangible action plans.
Listening to our riders
Transdev’s proprietary customer feedback management program, Listen, is designed to record, respond and analyze customer feedback across multiple channels. Born from best practices of Transdev’s global operations and enriched with benchmarks from leading industries, Listen helps our teams and clients consolidate and centralize passenger feedback, manage the investigation process, respond with ‘plug and play’ pack of tools (library of standard response paragraphs), analyze feedback and provide useful, timely reporting of customer issues and trends.
Measuring our progress
Mystery Traveler is a customer-centric audit that uses third-party vendors to rigorously measure performance in all aspects of service delivery to passengers. Mystery Traveler assessors are trained by Transdev and equipped with a complete toolkit to make carefully defined assessments and enter them into our custom web interface. Based on strong training, quality assurance process and a tightly controlled data flow, the program yields accurate and helpful reports enabling our teams to understand our “real world” performance and mobilize to implement remedies as needed.
Engaging with customers
Our Meet the Managers program is designed to proactively listen to customer input and demonstrate our dedication to incorporating their feedback. Managers and executives meet passengers in stations and on platforms to listen to their concerns and hear their suggestions. The initiative also includes front-line operators meeting with passengers side-by-side with the management team. Our teams document customer input and ideas on improving service quality.
Collecting big data to drive change
Transdev has several survey methodologies and toolkits for various purposes. Rooted in international best practices, our surveys help gather and examine all aspects of passenger satisfaction at a location. This data, along with input received via social media and formal complaints, offer answers about passenger perceptions and provides a framework for understanding and prioritizing key actions. Our MyTransit Manager app enables us to collect data on passengers’ favorite routes and send relevant updates and alerts so they are always informed along their trips.
We’ve Trained Our Teams in the Best Practices of a Service-Oriented Culture—And It Shows
At Transdev, our philosophy and training focuses on seeing situations from the point of view of the passenger and taking appropriate action for the passenger to feel welcomed and well served.
This comprehensive change management program ensures that everyone keeps passengers at the heart of their daily tasks and understand their accountabilities for the passenger experience. This program includes a management workshop, operator and employee training sessions, and supervisory workshops focused on cultural change. Going for Care has been successfully deployed in hundreds of locations in the U.S. and abroad.
Going For Care — Customer Service at Transdev
A 2-hour training program, which covers the basics of customer care expectations at Transdev. Ideally suited for new operators, this program ensures that employees understand that customer service is a core expectation of all Transdev employees. This training features videos, exercises and interactive elements to help operators understand the basics of customer care at Transdev.
Going For Care — Awareness and Understanding
A 2-hour training program intended to give operators the tools needed to offer a better customer experience for passengers. An active training session with role plays, exercises and rich discussion to empower operators to deal with the most common customer situations operators face while providing service.
Going for Care — Living our Service Culture
A comprehensive change management program to change culture and ensure that everyone keeps passengers at the heart of their daily tasks. This program features a management workshop, training sessions, supervisory workshops and a series of related activities to ensure that there is true culture change. This program has been successfully deployed in hundreds of locations in the U.S. and abroad.
