Customer & passenger experience
Customer & passenger experience
Rapid feedback resolution
Used by Transport, travel and public realm operators and others. Built on use cases like Incidents & complaints and Requests & service workflows.
Who this is for
- Transport, travel and public realm operators
- Local authorities - districts / boroughs / unitaries
- Utilities and critical infrastructure
Typical challenges
- High volume of complaints without clear ownership
- Slow responses to customer feedback
- Limited visibility of recurring issues
Example use cases
- Passenger complaint handling
- Station issue report workflow
- Accessibility request tracking
- Customer feedback to resolution
Patterns used
Incidents & complaints
One-off or short-lived issues reported by citizens, staff or partners (noise, ASB, safety concerns, service issues).
Learn more →Requests & service workflows
Service requests, tasks, permissions, estates work, repairs, helpdesk-style flows.
Learn more →Inspections & visits
Property checks, estate walks, H&S inspections, business safety visits, environmental inspections.
Learn more →How the platform supports this domain
- Rapid feedback resolution
- Location-based issue tracking
- Improved customer satisfaction
- Clear accountability
Relevant sectors
Transport, travel and public realm operators
Joined-up handling of network and customer issues; linking assets, locations and cases.
Learn more →Local authorities - districts / boroughs / unitaries
From citizen report to closed case; fewer chases; cross-service visibility; fast implementation in one service then scale to others.
Learn more →Utilities and critical infrastructure
Safe, auditable handling of community-facing and vulnerability cases; coordination with public sector.
Learn more →For your team
- Leaders: outcomes and governance
- Service heads: practical workflows and visibility
- Operations: workload balance and SLAs
- IT and data: integration, security, and reporting
- Frontline teams: simple tools and clear steps
Related use cases
- Community safety & ASB
- Housing & neighbourhood operations
- Neighbourhood & public realm ops
Explore this use case
Book a walkthrough tailored to this problem space.