Agency recognized with three awards at
TransDASH Summit
SAN
ANTONIO, July 2, 2024 /PRNewswire/ -- VIA
Metropolitan Transit customers have given the San Antonio-area transit agency the highest
customer satisfaction rating for the first part of 2024, according
to a national rating scale that scores several U.S. transit
agencies on customer experience metrics.
VIA earned three national awards from TransPro at the company's
annual summit in June: the highest customer satisfaction score for
Quarter 1 of 2024, the highest Net Promoter Score for Quarter 1 of
2024, and the Best Improvement in Net Promoter Score from Quarter 1
of 2023 to Quarter 1 of 2024.
TransPro is a transit industry leader in consumer insights and
advisory services that tracks key performance metrics such as Net
Promoter Score, frequency, organizational goals and service
outcomes that are important to the community being served.
The firm tracks key metrics using TransDASH, a dashboard
designed to measure customer, community and taxpayer value of
participating transit agencies across the country, including VIA,
Salem Area Mass Transit District, Capital District Transportation
Authority, RTD in Denver,
Colorado, TriMet in Portland,
Oregon and several others.
A Net Promoter Score, or NPS, can range from -100 to 100, and is
a metric measuring customer satisfaction and loyalty. It is an
indicator of how likely customers are to recommend a product or
service to friends and family, based on their experience using the
service and interacting with team members.
For VIA, the NPS applies to VIA fixed-route bus service. It's
designed to capture loyalty and helps in gauging potential growth.
VIA's NPS was 44 in Quarter 1 of 2023 and increased a year later to
57 in Quarter 1 of 2024, indicating that VIA customers are likely
to recommend VIA as a transportation alternative. The average NPS
for agencies scored is 29.
"These awards are wonderful accolades for the agency. They
underscore our commitment to customer experience. Our
industry-leading Net Promoter Score shows that VIA is doing a good
job providing customers a tremendous value when they use our
service," said VIA Senior Vice President of Public Engagement
Jon Gary Herrera, who represented
the agency at the TransDASH summit and awards ceremony. "This is a
recognition of the good work that VIA's employees do to make it
possible for us to serve our community, every day."
CONTACT: Lorraine Pulido, Ph.D./c
210-380-6895
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SOURCE VIA