Transportation Performance Management

Transportation Performance Management

Voice of the Customer

Focus Groups
Even before we hit the street with surveys, actual customers are first engaged in focus groups to help create meaningful survey questions and metrics.

Customer Surveys
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.

Survey Analytics
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.

Employee Engagement Index

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.

Data-Driven Peer Benchmarking

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.