Ride Gwinnett uses TransTrack’s Customer Feedback Solution to bring visibility and structure to its customer feedback process—changing how the team tracks, responds to, and learns from passenger concerns.

At a Glance: What Changed

• Faster response times to customer complaints
• Clear visibility into feedback trends across route, operator, and location
• Stronger oversight of contractor performance
• Fewer repeat issues through root cause identification

The Challenge

Before implementing the Customer Feedback Solution, Ride Gwinnett relied on an in-house Microsoft Access database managed by their purchased transportation contractor.

While the system met basic needs, it limited visibility into the complaint process and did not provide a centralized view of customer interactions.

Tracking feedback was manual and time-consuming. The team had no reliable way to measure response or resolution times, generate meaningful reports, or identify trends without reviewing individual records.

This lack of visibility made it difficult to respond consistently and in a timely manner, ultimately impacting passengers trust in their ability to mitigate concerns.

The Solution

Since implementing the Customer Feedback Solution, Ride Gwinnett can now capture, track, and report on customer feedback within a centralized platform—from initial submission through resolution.

With the solution in place, the agency gained:

• A centralized system to monitor performance, analyze trends, and support decision-making
• The ability to track KPIs and generate reports across routes, operators, locations, and issue types
• Faster visibility into emerging issues, enabling more timely responses
• End-to-end tracking with time stamps, improving accountability across the process

As a result, Ride Gwinnett now has clear visibility into how feedback is managed from start to finish.

Turning Insights into Action

With access to organized, real-time data, Ride Gwinnett is able to identify patterns and take more targeted action.

Using the system’s reporting and filtering capabilities, the team identified recurring complaints tied to specific routes and operators. With clear visibility into trends and time-stamped data, they were able to pinpoint root causes and work directly with their contractor to implement corrective actions.

This resulted in:

• Faster response times
• Fewer repeat issues
• Improved service reliability

It also enabled a shift from reactive responses to a more proactive, data-informed approach to service improvement.

Customer Perspective

“Having more transparency into the customer feedback process allows us to be more proactive in how we handle situations. It improves our contract oversight and helps us work more effectively with our contractor to resolve service delivery concerns that impact the overall customer experience.” — Loammi T. Aviles, Transit Section Manager

Ready to gain clearer visibility into customer feedback? See how TransTrack’s Customer Feedback Solution helps agencies turn insights into more reliable service.