At TransPro, we believe that developing a robust customer satisfaction process is pivotal for growth and long-term improvement within an agency. A robust process will effectively give companies the necessary feedback (i.e., what customers like and/or dislike) to increase the value that the agency provides to customers and the community.
Our philosophy on customer satisfaction is rather simple – customer service is what we do, customer satisfaction is what we strive to achieve. We believe that in order to truly determine where areas of opportunity exist, we must go straight to the consumer of the service itself. How do we know what is important to our riders if we do not ask them? The customer can not only provide real-time feedback, but if surveyed consistently over time, they can reveal specific trends and/or patterns that can ultimately help to transform the agency.
TransPro’s customer satisfaction survey process consists of four major components – development of an instrument that is both unique to the agency and facilitates peer benchmarking; a methodology that ensures a statistically valid sample; an efficient execution process; and comprehensive analysis and reporting. The first stage involves the development and creation of survey questions. In the methodology stage, the data collection and sampling methods are finalized. Execution refers to the physical administration of the survey. And lastly, in the analysis and reporting stage, the data is evaluated to identify areas of opportunity and recommend actionable next steps.
The overall key component of any customer satisfaction process is the data. In order to be successful, an agency must allow the data to tell the story. We develop relationships by comparing the agency’s past and current data to industry-sampled averages which in return helps us determine best practices and opportunities for the agency’s future.
