Measuring What Matters: Choosing Where to be Great and Where to be Mediocre
By Brendan MorganProject Manager Every transit agency faces the same fundamental challenge: unlimited needs and limited resources. With constrained budgets and finite time, senior leadership must make difficult decisions about where to focus their organization’s energy. The question isn’t whether you can do everything well—you can’t. The question is whether you’re strategically choosing where to […]
Getting Better on Purpose
By Mark Aesch, CEO Last month I shared a perspective regarding the Goldilocks of public funding: that public agencies are funded “just right” and that the idea of over-or-underfunded agenciessimply does not exist. If a public agency would like to become “too hot”, then it isincumbent upon the agency to demonstrate measurable value. Examples of […]
Aligning Transit Funding with Customer and Community Value
The cost of running nearly empty buses on routes without demand are at the heart of transit’s “fiscal cliff.”
The Fiscal Lessons of Goldilocks
By Mark AeschCEO, TransPro We all know the childhood tale of Goldilocks and the Three Bears—the curious girl who stumbles upon a cottage in the woods and tests out three bowls of porridge, three chairs, and three beds, all belonging to a family of bears. As the story goes, the first bowl of porridge is […]
Transit’s Critical Connection to American Healthcare
By Katie Jurenka, TransPro Senior Project Analyst Communities across the country understand the important link between public transit service and health. Surveys conducted by TransPro, show that respondents consistently chose access to medical facilities as one of the most important way a transit agency provides great value to their community. The following is a brief […]
From Budget Size to Service Impact: Rethinking Public Transit Investment
By Mark Aesch, TransPro CEO In the public transportation industry, the question most frequently asked after “what is your ridership?” is ” what is your budget?” Just as the focus has shifted from measuring volume to balancing ridership with service quality and customer satisfaction, so too should we move beyond simply evaluating budget size and […]
The Case for Mixed Methods in Transit Research
By Kellie Melleady, TransPro Customer Experience Lead In transit research, the importance of data research can’t be overstated. During my time at TransPro I have focused primarily on the quantitative side–leading large-scale surveys, analyzing performance metrics, and delivering the structured data transit agencies rely on to understand rider behavior and satisfaction. These insights are essential for tracking Net Promoter Scores, bench-marking […]
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. […]