Rate-My-Ride: instant surveys with GO

When users opt in to GO step-by-step navigation, the app can determine when a rider is waiting at the stop, when they’ve boarded, and when they’ve disembarked. This data not only helps make the trip smoother, it also improves real-time data for others and allows riders to share crowdsourced real-time crowding information.

It’s a popular feature: of users who see the crowding prompt in GO, 58% respond to it, yielding hundreds of thousands of responses every month. The crowding question, since we launched it in 2020, has grown to become one part of a larger instant intercept survey in the app called Rate-My-Ride.

What we ask

The app asks riders using GO the following questions during their trip:

Question asked of rider
When question is asked during trip
How results are used
Do you think this stop is
wheelchair accessible?
At the stop
Investigating how this can best inform accessibility information in the app
How crowded is the vehicle?
Onboard
the vehicle
Results shared with other riders looking at that vehicle in the app
Did the vehicle come when you expected it?
Onboard
the vehicle
Line-by-line averages shared with other riders in the app*
Are people wearing masks onboard?
Onboard
the vehicle
Line-by-line averages shared with other riders in the app*
Overall rating for this ride (1-5 stars)
At the end
of the trip
Line-by-line averages shared with other riders in the app*

*Beginning in late May

How we share it with transit agencies

Partner transit agencies can also receive data exports of these results, to look not just at line-by-line results but to look at feedback on specific stops, vehicles, and at specific times of the day or year. For example, our partners at MDOT MTA in Baltimore used feedback about bus crowding to calibrate their own real-time crowding data categories to match rider expectations.

And most importantly, rider anonymity is guaranteed: no personal information or specific location information is associated with Rate-My-Ride data exports.

Help us develop the future of Rate-My-Ride

We’re working with agencies to include custom questions in the app: perfect for localized feedback on a specific set of lines, or at a specific time of day.

If you’d like to sign up for data reports, discuss custom questions for your riders, or just want to learn more, get in touch at partners@transitapp.com.

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