Even before we hit the street with surveys, actual customers are first engaged in focus groups to help create meaningful survey questions and metrics.
With information from the Focus Groups, a survey is developed to identify appropriate sampling methods. TransPro uses real time technology, so results can be calculated with remarkable speed – enabling immediate opportunity to make adjustments and improve quality.
After the survey has been deployed we develop a summary of findings including statistical analysis, root cause analysis and recommended plan for action.
Ongoing customer satisfaction monitoring occurs with TransPro’s quarterly Performance Scorecard – a measurement tool that is tied directly to a formula-driven, prioritized point data matrix. This ensures that an agency effectively makes the transition from delivering service – to delivering satisfaction. TransPro designs & develop systems to monitor, manage and communicate quantifiable metrics with goals and prioritization that drive excellence and achieve organizational success.
What distinguishes TransPro in this space is that we begin by creating a strategic plan that is actionable – and does not sit idle on a shelf gathering dust.
This relies specifically on the creation of a success-focused Work Plan – actionable work that creates purpose, meaning and desired results (rather than effort) all focused toward the delivery of success -- and marries that to a prioritized Performance Scorecard that quantifiably and transparently monitors the march to success.
TransPro has developed a unique process over many years of mastering this space for transportation organizations. A combination of prioritizing the metrics, consistent with the definition of success, ownership and clarity culminating in the establishment of goals.
The final unique element this process brings to the construction of a performance scorecard — is focus on establishing outcome metrics. Agencies are positioned to drive excellence focused on results, rather than effort.
The innovation behind TransPro’s performance scorecard that has allowed clients as large as 10,000 employees and as small as 100, is that we help them make the transition to measure results – or outcomes.
Employees create the Customer Experience! You Create Engaged Employees!
TransPro helps you understand your employee engagement and performance in an actionable way. TransPro’s EEI identifies core relationship issues requiring change so your organization can deliver the ultimate customer experience.. Our process provides you with a granular view into employees’ mindsets and obtains high level tracking of employees’ engagement, we identify segments or subgroups, such as areas of challenge and areas of success and track progress from year to year that drive excellence.
TransPro has constructed a single platform for the entire industry to compare results and demonstrate an improve customer experience.
This industry national platform allows for three solutions:
Each individual agency to track and monitor their own performance on a digital platform so they can compare results internally.
Participating agencies are able to benchmark their results against peers and learn from others that may be over-performing against customer expectations.
The industry as a whole is able to monitor, in real time, improvements and enhancements in customer results - demonstrating to decision makers that further investment in transit produces results.