The Art of Data Storytelling in an Age of Constant Distractions
By Brendan Morgan, TransPro Project Manager The professional world is filled with technically skilled individuals fluent in complex jargon and methodologies—but how effectively can they communicate those insights to people outside their immediate field? On a daily basis, new technical solutions and generative AIs are released to reduce technical barriers and fast-track our ability to […]
Three Essential Elements to Establish Certainty
By Mark Aesch, TransPro CEO A lot is being said and written about over the uncertainty of Washington, DC. What we know to be certain is that yesteryear’s argument of “give us more money and we will make it better” will unlikely carry the day. High-performance executives are those who can precisely explain – supported […]
Customer Service vs. Customer Experience: From Reactive to Proactive
By Kellie Melleady, TransPro Customer Experience Lead I recently attended the APTA Marketing, Communications & Customer Experience Workshop in Long Beach, CA, and one topic kept coming up—customer service versus customer experience. In several conversations, I noticed these terms being used interchangeably, even though they represent distinct aspects of how riders interact with transit services. […]
Making the Transition From Volume to Value
By Mark Aesch, CEO TransPro Consulting The public transportation industry is now one month into a new Administration. If there is a singular theme to what the nation has experienced – it is that performance matters. The days of simple elected official celebrations that “we increased spending by XX% you should re-elect us” is not the message of […]
Behind the Data – The Art and Science of Achieving Statistically Valid Survey Results – Copy
By Luke Allison, TransPro Senior Project Analyst “Statistically valid results.” When it comes to customer surveys, the term is critical. But what does it really mean and how is it achieved? What Are “Statistically Valid Survey Results”? By definition, statistically valid results refer to data deemed accurate and reliable. This matters because when we survey […]
Steve Hamelin Joins TransPro, Bringing 30 Years of Transit Leadership
TAMPA, FL, January 30, 2025 –TransPro Consulting leadership announced the appointment of Steve Hamelin as Principal, Subject Matter Expert. Mr. Hamelin brings over 30 years of experience in the transit industry and will provide expertise in operational analysis and agency oversight within TransPro’s Consulting business line. As a former General Manager and Chief […]
What the White House’s Federal Aid Freeze Means for Transit
By Mark Aesch CEO, TransPro Millions of people who work in the public transportation industry woke this morning to the sound of a turntable needle screeching across vinyl. The Acting Director of the White House Office of Management and Budget (OMB) Matthew Vaeth took action through Presidential Executive Order to freeze all federal and domestic […]
Leadership Doesn’t Come From Titles
By Mark Aesch CEO, TransPro President Kennedy rallied the nation around his vision to lead the Russians in his words “to send a man to the moon, and back safely by the end of the decade.” The President inspired a generation with his leadership to think boldy, and as he said in his message to Congress […]
Beyond the Inbox – The Importance of In-Person Intercept Surveys
By Kellie Melleady, TransPro Customer Experience Lead Three years ago, while conducting my first customer satisfaction survey onsite, I couldn’t help but think, Why aren’t we doing this online? Emailing a survey seemed faster, easier, and significantlyless expensive than being out in the field gathering feedback face-to-face. To my surprise, those few days in […]
Beyond Numbers – Uncovering the heart of transit services
By Kellie Melleady, TransPro Customer Experience Lead Many agencies treat their Net Promoter Score (NPS) as the gold standard of success, a tidy number that encapsulates customer satisfaction. But a single score can never fully reflect the intricate story of a transit system’s impact. It’s in the field—listening to riders, and engaging with communities—that the […]