The Customer Feedback Solution is software designed for transit agencies to manage rider feedback, complaints, lost items, and commendations in one centralized system.
Whether you're a small agency or a large transit system, our Customer Feedback Solution helps teams efficiently track, investigate, and resolve rider feedback — from complaints and lost items to rider commendations.
Designed to work independently or with TransTrack Manager, it gives your team everything needed to manage rider feedback effectively — with no add-ons required.
Picture This…
A rider calls to report a missed pickup. The complaint is scribbled on a sticky note, passed around, and eventually forgotten.
Another rider emails about a lost backpack, but no one knows who’s tracking it. Meanwhile, your team is juggling spreadsheets, emails, and handwritten logs just to stay afloat.
Sound familiar?
One Agency Reduced Driver Pass-Up Complaints by 64%
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This Isn’t Just Theory — It Works.
Transit agencies using the Customer Feedback solution have seen measurable improvements in service quality and rider satisfaction.
One Agency Experienced:
- Fare Refund Complaints: Dropped by 100% in just one year.
- Driver Behavior Complaints: Dropped by 71% thanks to improved tracking and accountability.
These reductions reflect faster investigations, clearer communication, and better-informed operational decisions. All powered by our feedback tracking system.
Solution Benefits
- Multi-lingual & ADA-Compliant Web Forms: Riders can submit feedback online in any language, with accessibility built in.
- Analytics & Dashboards: Spot trends, compare year-over-year data, and drill down to route or employee-level insights.
- Customer Lookup & Record Integrity: Update customer info without altering historical records, preserving data accuracy.
- Tailored Views for Any Size Agency: One, two, or three-view setups ensure separation of duties and efficient workflows. Whether you're a small team or a large operation.
- Lost & Found Integration: Track and manage riders lost items with detailed records and photo uploads.
- Web & Mobile Feedback Submission: Riders can submit complaints, commendations, or lost item reports through accessible online forms. No need to call or visit in person.
Make Rider Feedback Work for You
- Notice a spike in complaints about overcrowding on Route 412? That’s your cue to add more buses.
- See consistent praise for Route 463? Use it as a model to improve other routes.
Track commendations and complaints by route to uncover trends and make informed service adjustments. Move from reactive to proactive by using rider input to guide smarter decisions.
Want to see the Customer Feedback solution in action? Complete the form and a TransTrack representative will contact you to arrange a demo.
Request A Demo
Complete the form below and a TransTrack representative will contact you to arrange a demo.
