More Than A Compliance Check-List: How Title VI and Customer Satisfaction Strengthen Each Other
By Kelly MealladyCustomer Experience Lead In procurement after procurement, I see the same pattern: solicitations ask for customer satisfaction surveys in one section and Title VI reporting in another. Too often, they’re treated as separate boxes to check; one for compliance, the other for customer feedback. But they’re not separate at all. Both are rooted […]
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 […]
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.”
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 […]
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 […]
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. […]
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 […]
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 […]