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 […]
Transit Leader Jill Barnett Joins TransPro
TAMPA, FL, November 18, 2024 – TransPro Consulting leadership announced the appointment of Jill Barnett as Senior Project Leader. Ms. Barnett brings over 15 years of experience in the transit industry and will provide expertise in business development and client management within TransPro’s Consulting business line. As the former General Manager of Lextran […]
Methodology Matters
By James Rubin, Ph.D. – Transit agency decision-makers receive detailed information on customer perceptions from a variety of sources, including traditional and social media, customer service interactions, and customer experience survey results. All but one of these sources, customer experience surveys, are subject to biased reporting, and even surveys, if not designed and administered properly, […]
TransPro Engages Huntley Lawrence As Senior Advisor
TAMPA, FL, July 24, 2024 – TransPro Consulting leadership announced the appointment of Huntley Lawrence as a Senior Advisor. Mr. Lawrence, Managing Member of HAL Strategy Group LLC and the former Chief Operating Officer of The Port Authority of New York and New Jersey (PANYNJ), will provide expertise in business development to help expand TransPro’s […]
Climate Monitoring Progress with TransDASH Cohort
Learn how our TransDASH cohort of transit agencies working collaborating on measuring GHG emission efforts.
March Madness, Leadership Development & One Shining Moment
It’s that time of the year when 64 college basketball teams (yes, I’m a traditionalist) come together to make one last push to be crowned champions; the best in their field.
The journey of leadership development is a lot like in many ways the pursuit of “One Shining Moment”.
Transit Equity Is Equity for All
In honor of Black History Month, we’d like to take a closer look at the access to employment public transportation provides to Black or African American workers.
How Do You Know If You’re Really Ready To Turn The Page To 2024?
Too many organizations tell us, “We are too busy doing our jobs to figure out if we’re doing the right work”. Here’s how to know if you are.
California’s Focus on Public Safety
Public transportation customers must feel safe when they travel, and transit agencies are responsible for ensuring customers arrive at their destinations unscathed.
What Metric Has Our Attention
For the first time in our customer satisfaction work for multiple clients, we are seeing the fare price jump to one of the top factors for customer satisfaction. We wondered why.