TRC earns record customer satisfaction score with NPS of 92 in recent customer experience survey, maintaining unmatched partner support
Industry’s highest-rated customer experience continues to illustrate TRC’s ability to delight partners and deliver on white glove service expectations
July 24, 2024 – New York, New York, USA: The Routing Company (“TRC”), a global on-demand vehicle routing and management platform partnering with cities to power the future of public transit, today announced it has achieved a record Net Promoter Score (“NPS”) of 92 from its U.S. partners (customers) in a recent survey.
Considered the gold standard for customer experience, NPS is a global metric that measures how likely customers are to recommend a company’s product, services, or brand. NPS scores are measured with single-question surveys and are reported anywhere from -100 to +100 (where +100 is most desirable and indicates the percentage of promoters, and -100 is least desirable and indicates percentage of detractors). Effectively, NPS scores provide a customer experience snapshot: if customers are more likely to recommend a business, that points to a high level of customer satisfaction and a positive customer journey.
Average NPS for the global transportation industry is 43, and more specifically, average NPS for the public transit industry is -2. Within the transit industry, average NPS scores amongst TRC competitors is 27.
“We are thrilled to have achieved this remarkable NPS rating from our partners,” said Pandora Shelley, Chief Operating Officer, TRC. “This illustrates our ability to deliver on promise and put the customer first, while relentlessly focusing on being a true partner in their success.”
TRC is focused on delivering the industry’s best customer experience, making the transition to on-demand transit more comfortable for its partners.
“Our support is focused not just on launch day, but well beyond – with hands-on training, ongoing data analysis and service improvement recommendations, regular service meetings and site visits, real-time human dispatcher support, new product innovation with partners, and more,” said Shelley. “We are deeply committed to making every deployment successful, and having partners see us as an extension of their team. These special partnerships allow us to work hand-in-hand, and ultimately deliver quality of life improvements to their communities.”
TRC’s ability to earn record NPS scores stems from two key activities: the first is white glove support (pre, during, and ongoing/post launch), and the second is ongoing performance, operations, and data analysis – including recommendations to partners on continuous improvement, which often leads to tangible improvements in efficiency.
“Our recent NPS is a testament to our steadfast focus on making our partner’s lives easier from start to finish, and walking alongside them during their journeys of transitioning on-demand and paratransit software,” said Cody Lowe, Director of Global Partner Success, TRC. “Transitioning to on-demand or commingled paratransit can be an intimidating task, which is why it’s especially important to prepare, align with, and support partners through launch day intensively. I am proud of our team for earning this record score, and grateful to our partners for the opportunity to earn their trust and business.”
“The support we received after launch – and that we continue to receive – remains incredible. TRC provides the best customer service I have ever experienced,” said Amy Arnold, Transit Coordinator for the Chillicothe Transit System in Ohio. “Every person we encounter is always quick to respond, and asks all the right questions to make sure they have a full understanding of what we need.”
Within the survey, partners frequently mentioned TRC’s responsiveness, attentiveness, and exceptional support as a highlight.
“We really benefit from TRC’s customer service – it was extremely important to us,” said Diane Feinstein, Transportation Manager at FAST in the City of Fairfield, California. “We needed people onsite at the time of launch, and to be trained by a live person. If something came up we were able to deal with it right away. TRC is very customer friendly – they say 24 hours but they get back to us within an hour.”
“We value TRC's responsiveness, flexibility, efficiency of their product, and the working relationship between agencies,” said Delaney Ronish, Mobility Coordinator at Clallam Transit System in Washington State.
“TRC offers a very reliable, affordable, and easy to use service with great support and regular updates,” said Andrew Murray, Transit Dispatcher and Coordinator at CyRide in Iowa. “TRC has great staff who are super helpful, and a great service that fills a system need that would be a lot more work to manage otherwise.”
“There’s a very dynamic and involved team at TRC that wants to do everything possible for service success,” said Jasen Gooriah, Head of IT, RMA.
TRC also has a best-rated rider app. Ride Pingo consistently achieves ratings from riders of 4.8 (out of 5.0 stars) on the app store, with average app ratings 10% higher than competitors.
TRC’s award-winning Pingo platform includes the Drive Pingo™ and Ride Pingo™ apps and the Pingo Dashboard™ operations management tool, which together provide on-demand, paratransit, fixed, shuttle, and flexible transit that enhances ridership of existing transit networks.
Pingo has moved over 1.5 million passengers to date. To learn more, visit theroutingcompany.com, or to request a demo email move@theroutingcompany.com.
About TRC
Founded by MIT researchers and rideshare industry veterans, TRC is a global on-demand vehicle routing and management platform that partners with cities to power the future of public transit. Leveraging proprietary and unrivalled artificial intelligence, TRC delivers routing from multiple points of demand to one vehicle while enabling greater transit equity, accessibility, cost efficiency, and sustainability. Its leading product, the Pingo™ app, offers on-demand or advance trip requests and can operate in on-demand, flex, fixed, or paratransit mode.
With a team spanning eight countries, TRC directly supports international operations and customer growth through hubs in Canada, Hungary, Poland, Spain, Switzerland, the Netherlands, the United Kingdom, and the United States. Learn more at theroutingcompany.com.
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