Transdev deploys an innovative mystery traveler program, to optimize service quality on its Phoenix bus network, with plans to expand this initiative nationwide.
Transdev North America is launching a rigorous audit program called “Mystery Traveler” and “Mystery Caller” on its Phoenix bus network.
In partnership with an external contractor, trained anonymous evaluators audit service quality according to specific criteria (driver appearance, bus cleanliness, customer service, punctuality).
Data collected through a proprietary platform provides objective and actionable feedback to improve service. According to Rob Killebrew, General Manager in Phoenix, this program is a valuable tool for real-time operations management. The initiative, which involves local Disadvantaged Business Enterprises (DBE), ultimately aims for nationwide deployment to ensure optimal and consistent customer experience.