Case Study 5

Case Study 5

A well-known New Zealand transit with a presence across the country had agreements in place to monitor their drivers’ performance against factors set in place by management. The drivers were expected to consistently follow and action these factors with all customers at all times. One of the challenges was how do we collect the data needed and do it cost effectively and efficiently as possible?

We decided a good way to collect the data was through the use of the mystery traveler. We worked directly with the GM and the operations manager to develop a survey that was relevant to the standards that were set in place by the company. Once we had a survey in place and knew what we were going to measure, we worked with the operations manager to understand the routes and schedules of the drivers to efficiently and cost effectively collect the data.

The insights that our travelers uncovered were very helpful. They were used to help drive change in regards to training. The information is presented in an easy and digestible way for all of those within the business all the way from the drivers to the GM.