What is CX?

CX refers to the interactions that customers have with a business or service provider. In the context of shared transportation, it includes every touchpoint that a passenger has with the service, from planning their trip to boarding the vehicle and reaching their destination. 

As we discussed in our previous blog post (What is Transit Customer Experience (CX) and Why is it Important), CX is a critical aspect of shared transportation. A positive CX not only leads to increased rider satisfaction but also promotes rider loyalty and encourages more people to choose shared transportation as their preferred mode of travel. At TripShot, we are transforming the way transit systems manage and improve CX. 

Real-time Information and Communication

One of the key components of a positive CX in shared transportation is reliable and timely information. TripShot monitors vehicle location and activity with True-TimeⓇ data, providing up-to-the-second, GPS-based location data to managers, drivers and riders. Our solution leverages real-time road and congestion data from various third-party mapping systems with real-time information on vehicle locations to provide accurate delay and arrival times with industry-leading accuracy. This information can be communicated to riders through various channels, such as the TripShot app, digital signage, and announcements, allowing riders to plan their journeys more effectively. Real-time communication helps reduce uncertainty and anxiety among riders, leading to an improved CX.

Travel Planning

TripShot's technology also allows transit agencies to offer travel planning options to riders. Through its mobile app or online platform, riders can input their travel preferences, such as preferred modes of transportation, routes, and schedules, to receive travel recommendations. This helps riders plan their journeys according to their individual needs, preferences, and constraints, leading to a more personalized and satisfactory transit experience.

Data-driven Decision Making

Another key feature of TripShot's technology is its robust data analytics capabilities. Transit agencies can collect and analyze data on rider behavior, travel patterns and system performance through the platform's analytics dashboard. This data-driven approach allows transit agencies to make informed decisions to optimize routes, schedules, and services, leading to improved operational efficiency and better CX. For example, agencies can identify underutilized routes or overcrowded vehicles and make adjustments to meet rider demand, resulting in more efficient and reliable transit service.

Customer Feedback and Engagement

TripShot's technology also facilitates rider feedback and engagement. Riders can provide feedback on their transit experiences through the mobile app or online platform, helping transit agencies understand and address any issues or concerns. This feedback loop allows agencies to continuously improve their services and address customer needs, leading to enhanced CX and increased rider satisfaction.

Positive CX is Critical

TripShot's technology offers an all-inclusive solution to enhance CX in shared transportation. From real-time information to travel planning and data-driven decision-making, our solution enables transit agencies to provide a more convenient, efficient and personalized transit experience for riders. By prioritizing CX, transit agencies can attract more riders, promote rider loyalty and contribute to the overall success of public transportation systems. Together, we can create a better transit experience for all riders.