Blog
Insights, updates, and resources for public transit agencies.
Closing the Loop: Why Riders Stop Sending Feedback
Riders stop sending feedback when they never hear back. Why a quiet inbox can be a warning, and four habits that close the loop with riders and operators.
Response Time Goals for Rider Feedback That Your Team Can Meet
How to set response-time goals for rider feedback: separate acknowledge from resolve, set targets by category, match real staffing, and track aging cases.
Title VI and ADA Complaints: Keeping Records You Can Stand Behind
Practical record keeping for transit Title VI and ADA complaints: flag at intake, keep them separate, track each step, and keep a log you can produce.
Complaint, Commendation, Inquiry: Feedback Categories That Mean Something
Poor feedback categories make board reports useless. Here is how transit agencies can split complaints, commendations, and inquiries, and keep it clean.
Transit Lost and Found: Moving Past the Shared Spreadsheet
Transit lost and found often runs on a spreadsheet and a garage shelf. See where that process breaks and how to match rider reports to found items.