The Passenger Experience, Evolved
Delivering on passenger satisfaction and building ridership.
At Transdev, passengers are at the heart of everything we do. We are dedicated to listening to and understanding all aspects of the passenger experience so that we can continuously evolve to deliver safe, reliable, and innovative solutions that empower the freedom to move. We are in an era of digital transformation and constant change. Passenger expectations are rising, and Transdev is dedicated to meeting and exceeding them.
Transdev proves its commitment to this point of view by offering a myriad of programs and tools to understand, assess, measure, and improve the passenger experience. We focus on how operational and other decisions affect and impact the passenger experience during every step of the journey.
Our Custom-Built Programs to Better Understand Passengers
Our Transdev teams, those on the ground all the way up to executive management, strive to empower and inspire employees to drive steady innovation in the passenger experience.
Transdev captures our passengers’ pulse and works to use data to transform “mass” transit into “personalized” transit. Our unique approach ensures we understand customers’ rational and emotional needs, using data to provide relevant updates to make every trip more informed.
Using Passenger Feedback for Continuous Improvement
LISTEN
Transdev employs a variety of tools to capture passenger feedback. Our proprietary customer feedback management program, LISTEN, is crafted to record, respond to, and analyze feedback across multiple channels. LISTEN enables our teams and clients to consolidate and centralize passenger input, streamline the investigation process, and deliver timely, insightful reports on customer issues and trends. Additionally, we excel in conducting passenger satisfaction surveys, focus groups, and other listening initiatives to ensure we truly understand and address our riders’ needs.
Operational Tools to Improve the Passenger Experience
T.Ex
T.Ex, (Transdev Experience) our comprehensive audit of the passenger experience, is a rigorous program and methodology designed to evaluate every facet of the customer journey. T.Ex deploys multidisciplinary teams and various passenger personas to identify opportunities for enhancing the passenger experience through actionable plans.
Read more about recently facilitated T.Ex workshops here: Transdev Experience (T.Ex) Workshops Drive Positive Change Across the Country – Transdev United States.
Mystery Traveler Program
Additionally, our Mystery Traveler program is a customer-centric audit that employs third-party vendors to meticulously measure performance across all service delivery aspects. Supported by strong training, a robust quality assurance process, and a tightly controlled data flow within our custom interface, the program allows our teams to keep a pulse on our “real world” performance, ensuring timely rewards or coaching as needed.
Read more about our Mystery Traveler program launch in the City of Phoenix here: Transdev’s Proprietary Mystery Traveler Program Helps Elevate Passenger Experience for City of Phoenix Contract – Transdev United States.
Engaging with customers
Meet the Managers
Our Transdev Meet the Managers program proactively engages with customers to demonstrate our commitment to understanding their feedback. Managers and executives meet passengers in high-traffic service areas to listen to their concerns, compliments, and suggestions. Our teams meticulously document all customer input and ideas for improving service quality. This approach enables our senior management to gain valuable insights into how operational decisions impact service from the passenger’s perspective.
Learn more about our clients’ recent Meet the Managers events here: Transdev’s Meet the Managers Events Foster Community Connection and Customer Experience Enhancements – Transdev United States.
Managing Passenger Information for an Informed Ride
MyTransitManager
Clear and accessible passenger information is essential for a superior travel experience. That’s why Transdev helps provide state-of-the-art passenger websites, printed materials such as timetables, maps, and kiosks, as well as real-time service alerts via apps, web, and social interfaces for clients nationwide. Our MyTransitManager passenger app allows users to track the status of their paratransit trips and receive vital information, ensuring they are well-informed at every step of their journey.
To learn more about our Paratransit services, visit: Paratransit – Transdev United States.
Using Passenger Feedback for Continuous Improvement
LISTEN
Transdev employs a variety of tools to capture passenger feedback. Our proprietary customer feedback management program, LISTEN, is crafted to record, respond to, and analyze feedback across multiple channels. LISTEN enables our teams and clients to consolidate and centralize passenger input, streamline the investigation process, and deliver timely, insightful reports on customer issues and trends. Additionally, we excel in conducting passenger satisfaction surveys, focus groups, and other listening initiatives to ensure we truly understand and address our riders’ needs.
Operational Tools to Improve the Passenger Experience
T.Ex
T.Ex, (Transdev Experience) our comprehensive audit of the passenger experience, is a rigorous program and methodology designed to evaluate every facet of the customer journey. T.Ex deploys multidisciplinary teams and various passenger personas to identify opportunities for enhancing the passenger experience through actionable plans.
Mystery Traveler Program
Additionally, our Mystery Traveler program is a customer-centric audit that employs third-party vendors to meticulously measure performance across all service delivery aspects. Supported by strong training, a robust quality assurance process, and a tightly controlled data flow within our custom interface, the program allows our teams to keep a pulse on our “real world” performance, ensuring timely rewards or coaching as needed.
Read more about our Mystery Traveler program launch in the City of Phoenix here: Transdev’s Proprietary Mystery Traveler Program Helps Elevate Passenger Experience for City of Phoenix Contract – Transdev United States.
Engaging with customers
Meet the Managers
Our Transdev Meet the Managers program proactively engages with customers to demonstrate our commitment to understanding their feedback. Managers and executives meet passengers in high-traffic service areas to listen to their concerns, compliments, and suggestions. Our teams meticulously document all customer input and ideas for improving service quality. This approach enables our senior management to gain valuable insights into how operational decisions impact service from the passenger’s perspective.
Learn more about our clients’ recent Meet the Managers events here: Transdev’s Meet the Managers Events Foster Community Connection and Customer Experience Enhancements – Transdev United States.
Managing Passenger Information for an Informed Ride
MyTransitManager
Clear and accessible passenger information is essential for a superior travel experience. That’s why Transdev helps provide state-of-the-art passenger websites, printed materials such as timetables, maps, and kiosks, as well as real-time service alerts via apps, web, and social interfaces for clients nationwide. Our MyTransitManager passenger app allows users to track the status of their paratransit trips and receive vital information, ensuring they are well-informed at every step of their journey.
To learn more about our Paratransit services, visit: Paratransit – Transdev United States.
We’ve Trained Our Teams in the Best Practices of a Service-Oriented Culture
Professional Operator Development Program (PODP)
At Transdev, our philosophy and training emphasize viewing situations from the passenger’s perspective and taking appropriate actions to ensure they feel welcomed and well-served. Our comprehensive Professional Operator Development Program (PODP) equips our teams with the skills to deliver exceptional customer service by prioritizing passenger safety while fostering meaningful connections.
Operators are trained to actively listen, address concerns with empathy, and create positive interactions that build trust and encourage repeat ridership. By understanding and exceeding passenger expectations, our operators provide reliable, expert service that reflects our commitment to quality and care. Through this program, our teams develop essential skills in communication, problem-solving, and relationship-building—all of which contribute to a service experience where passengers feel safe, valued, and heard.
