Public Transit Entity Mitigates Negative Customer Experience with Sentiment Analytics

A customer service manager of a public transit entity discovers actionable feedback from social media channels. The manager utilized the insights obtained from DigitalStakeout in conjunction with internal data on routes, stops and delays. Understanding the reputation impact of negative customer service interactions, the public transit entity was able to use both the internal data with social media analytics to adjust routes to accommodate additional rider volumes.

Monitoring Customer Service Engagement

The public transit entity’s brand name and transportation and customer service terminology were monitored to be responsive to customer feedback posted on social media channels.

Customer Service Manager Reviews Sentiment

Using DigitalStakeout Scout sentiment analysis, the manager was able to focus in on negative customer service feedback during a specific period of time and visualize customer sentiment.

Turning Analytics into Action to Change Customer Experience

Learning of the negative interactions from customer comments, the manager utilized the information in conjunction with internal data on routes, stop and delays. The combination of this data allowed the manager to adjust routes to accommodate additional rider volumes and incorporate the use of DigitalStakeout in all customer service feedback initiatives.