Background
Pittsburgh Regional Transit (PRT) operates bus, light rail, incline, and paratransit services in Southwestern Pennsylvania, providing over sixty million rides annually. As a longtime client of Campos, PRT consistently utilizes research to make crucial decisions regarding its brand and rider experience. Campos and PRT recently partnered to conduct a comprehensive assessment of its rider experience and develop a research-backed strategy to ensure consistently excellent service for all riders.
Exceptional customer experiences are driven by strong insights. To create experiences that resonate with customers, organizations must deeply understand their customers’ journeys, including their pain points and moments of delight.
Execution
We began by segmenting PRT’s market to identify distinct rider groups. Then, we conducted both qualitative and quantitative research with these segments, exploring their current experiences, needs, expectations, and desires regarding transit. We also performed ethnographic research to gain a deeper understanding of the experiences of both riders and operators.
To bring the research findings to life, we held strategic consulting workshops with PRT stakeholders. These sessions were designed to animate the data and facilitate brainstorming on how PRT could enhance its rider experience to meet and exceed expectations.
Results
Ultimately, we delivered a CX playbook that outlines a comprehensive vision for the rider experience, defines PRT’s CX priorities, and specifies how we’ll track progress against these priorities. PRT continues to act on these CX priorities, with Campos actively engaged in measuring progress and identifying new opportunities for improvement. Contact us to learn how our research-backed strategies can help elevate your CX and more.
