01
Riders do not complain, they stop riding
Only one in twenty-six unhappy customers raises it with the operator. In transit, where the alternative is simply another mode, the silent majority is the entire signal.
Transit Authorities and Mobility
Resolved on the platform for transit authorities.
Riders who have a poor experience rarely contact customer service. They change their behavior instead, and the only signal you receive is a slow decline in a ridership report months later.
TRANSIT
- Platform and station codes
- On-vehicle codes
- Elevator and escalator status reporting
- Station signage
- Discreet safety reporting
- Fare gate and ticketing
- Operator and crew channel
- Post-trip mobile web app
Every touchpoint routes to a named owner with a timestamp.
Where it breaks
Three things that cost you money in transit.
02
Safety concerns need a discreet channel
A rider who sees something concerning will not approach staff or place a call. Without a private, one-tap route, the incident goes unreported until it escalates.
03
Boards ask for evidence you do not have
Funding bodies and boards ask for rider experience data and receive survey extracts that are already out of date by the time they are presented.
How it works here
Capture, route, act. Configured for your operation.
- 01STEP 01
Capture
Codes on platforms, in stations, and on vehicles. Riders and operators report conditions and safety concerns from where they are standing, without approaching anyone.
- 02STEP 02
Route
A safety concern routes to security with the station and the vehicle number attached. A cleanliness issue routes to the maintenance team responsible for that station.
- 03STEP 03
Act and invite
The issue is assigned, resolved, and timestamped. Response and resolution performance by station and operator is available for board reporting on demand.
Where we listen, and who acts
A signal nobody owns is just a notification.
Every listening point is tied to a location, and every location is tied to a named owner. That pairing is the whole mechanism.
WHERE WE LISTEN
- Platform and station codes
- On-vehicle codes
- Elevator and escalator status reporting
- Station signage
- Discreet safety reporting
- Fare gate and ticketing
- Operator and crew channel
- Post-trip mobile web app
Codes are dynamic. Each one carries its own location, so the report arrives already knowing where it came from.
WHO NEEDS THE SIGNAL
Station manager
Platform condition, lighting, signage, and elevator reports with the station attached
Maintenance crew for that facility
The fault, the exact location, and whether it has been reported before
Transit security and control
Discreet safety concerns with station, vehicle number, and timestamp, without the rider approaching anyone
Vehicle operations supervisor
On-vehicle condition and service reports tied to the run
Board, funders, and oversight
Response and resolution performance by station and by operator, on demand rather than on a survey cycle
Modern stakeholder listening
The people closest to the problem are rarely the ones being asked.
VOICE OF THE EMPLOYEE
The digital suggestion box, rebuilt for real time.
Operators, station staff, and maintenance crews watch the same platform problem repeat every shift, and report it through whatever channel is nearest.
Give them a private channel that takes seconds to use. Employees can surface ideas, operational concerns, process breakdowns, safety issues, and recognition for a colleague, anonymously where that is enabled. Every submission routes to a named owner, carries a status, and is closed out, then rolls up into the same reporting leadership already reads.
BEYOND LEGACY TEXT-IN REPORTING
One scan. Zero unnecessary friction.
Inbound text-to-report still asks the same thing it always did: remember a number or a keyword, stop what you are doing, open a messaging app, type the issue from a blank field, then describe where you are standing. Most people do not bother.
- A short code asks the reporter to supply the context
- A Trigger Code already carries the location and the context
Outbound messaging stays a valid channel for follow-up and confirmation. The friction being removed is on the way in.
What leadership receives
The signal matters today. The pattern matters tomorrow.
Individual moments are resolved on the floor. Read together across a month, they become the management agenda for transit.
IN THE REPORT
- Station condition reports by line, station, and time of day
- Elevator and escalator outage patterns, and how long an accessibility gap stayed open
- Safety concern volume and response time, separated from service quality
- On-vehicle reports tied to run and rolling stock, so a recurring fault is visible
- Rider-reported friction compared against the ridership data you already hold
- Performance by station and contractor, formatted for board and funding reporting
WHAT CHANGES IN THE BUSINESS
Ridership retention
Riders who have a poor experience rarely contact customer service. They change mode. The only signal you get is a slow decline in a report months later.
Accessibility performance
An out-of-service elevator is a closed station for some riders. Time-to-restore becomes a number you can manage rather than a complaint you receive.
Defensible board reporting
Funding bodies ask for rider experience evidence and usually receive survey extracts that were already stale when they were presented.
Maintenance prioritization
Early detection on fixtures, lighting, and fencing turns an emergency repair into a scheduled one.
What matters most here
Most Relevant Capabilities for Transit
The full platform ships with every deployment. These are the capabilities that carry the weight in your operation.
Trigger Codes™
Guests, employees, and other stakeholders scan a code to report an issue or request assistance from exactly where they are standing.
Keyword Alerts
Additional escalation when specific safety or security terms appear in feedback.
Intelligent Routing
Every response reaches the person who can resolve it, with location and context attached.
On-Site Insights™
Your guests and employees become the operational eyes and ears of the property.
Executive Dashboards
Real-time visibility for leadership, timestamped accountability for operators.
Feature spotlight
Second Chance Alert™ for transit
Transit is the most repeated journey there is. When a rider who reported a problem taps in at the same station again, the station manager can close the loop in person.
- Know the moment someone with prior negative feedback returns
- Managers receive the original feedback and the prior response
- Convert the return into a recovery moment before they leave again
SECOND CHANCE ALERT
NOWReturning guest with prior issue
Your manager is alerted with the context needed to create a better experience while the guest is still on the property.
REAL TIME
return alerts
FULL
issue context
1:1
recovery moment
Our clients
Deployed and supported by Get Real Time Feedback.
Georgia Aquarium
ATLANTA, GEORGIA
A high-volume attraction in our home market. Real-time guest, employee, and operational signal captured across the visit and routed to the team on the floor.
Client deployment delivered and supported by Get Real Time Feedback. The image above is a licensed aquarium photograph used to set the environment. It is not a photograph of this deployment.
REFERENCES
Additional client references, deployment detail, and reference calls are available on request as part of a procurement or evaluation process.
Request a referenceSupporting platform references
Operators who run the same platform in venues like yours.
These are deployments of the licensed platform rather than Get Real Time Feedback client engagements. They are published as evidence that the technology holds up at scale.
We needed a solution set up under a quick deadline, and within days they delivered a customized ready-to-use system. Their professionalism and attention to detail is world-class.
Matt Keller
Director of Information Technology, Dallas Stars
Run your own numbers
What is silence costing you?
Enter five numbers you already know. The model applies published research coefficients to your own inputs and returns a conservative range. Every figure below belongs to you, not to us.
2540,000
$5$500
$200$25,000
1.05.0
1%25%
YOUR ESTIMATE
Enter your numbers to see your estimate.
Move any slider, or type a value into any field. Nothing is calculated and no figure is shown until you do. Every result is a conservative range built from your own inputs.
This model applies published third-party research coefficients to the figures you entered. It is an illustrative estimate of exposure, not a projection of results from Get Real Time Feedback. Complaint rate: Esteban Kolsky, ThinkJar Research. Word-of-mouth coefficient: nine people told, 50 percent deterred. Defection band: 25 to 50 percent of silent detractors. The Luca rating-to-revenue coefficient is derived from independent restaurants and is not applied to this sector. The revenue driver shown is retention of repeat users, modeled at a 5 to 15 percent recovery rate.
Move any slider to build your analysis first.
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