Feedier x TAM (Montpellier Transport Authority)
How TAM is modernizing its customer satisfaction measurement across its entire network
The organization
A public mobility system to enhance perceived quality
TAM ( Montpellier Transport Authority) is in charge of operating the public transport, parking and soft mobility network for the Montpellier metropolitan area and its 31 municipalities. The company’s role is both operational and strategic, involving the construction of a transport offer adapted to the current and future needs of users, while meeting the economic requirements set by the local authority.
Within this framework, and in a context of free transport, TAM places service quality and customer satisfaction at the heart of its concerns. The company recently undertook a complete overhaul of its satisfaction measurement system, based on the Feedier platform.
Context and challenges
From one-off surveys to continuous measurement of user perceptions
Prior to Feedier, TAM conducted its surveys via a customer panel managed by an external service provider, as well as Ad’hoc surveys, i.e. a satisfaction survey every 3 or 4 years. This model was showing its limitations: lack of responsiveness, survey ideas running out of steam, and no regular monitoring of changes in perception.
TAM therefore decided to move to a continuous satisfaction measurement approach, with adapted reporting times:
- Quarterly for communication with the metropolis.
- Monthly feedback to operational teams.
The main requirement was to cross-reference factual service quality data (already measured elsewhere) with real user feedback, to better manage improvement actions.
“Until now, customer satisfaction surveys only enabled us to measure satisfaction at a point in time every 3-4 years. Today, with Feedier, continuous satisfaction measurement allows us to immediately measure the relevance of our actions and to be more agile.”
Feedier solution
A customized, multi-thematic, granular barometer
Since the end of 2024, TAM has been using Feedier as a central platform to pilot its customer satisfaction barometer. The approach implemented combines :
- Key structuring indicators, such as the overall satisfaction rate and Net Promoter Score (NPS).
- An image indicator, based on the open question “Which adjective would you use to describe our network?”.
- Analysis by key theme: supply, facilities, safety, accessibility, parking, tramway, etc.
- A clear territorial vision, with a breakdown of results by metropolitan district
Feedback is presented in the form of dynamic dashboards, used both internally (business teams) and externally (metropolitan France reporting).
Key Features
- Continuous, contextualized surveys, triggered by subscription data.
- Interactive dashboards for inter-quarter and inter-month comparisons and trend analysis.
- Customized customer attributes, integrated from the TAM database (municipalities, titles, seniority, etc.).
- Verbatim analysis in progress, with assistance on wording.
- Action plans to translate results into concrete actions.
“The challenge is to make continuous progress by precisely identifying the levers for improvement.
The results
The adoption of Feedier has already enabled TAM to professionalize and structure its listening approach. The first quarter of deployment generated a high volume of responses, thanks in particular to a targeted approach to long-term subscribers. Data is now mobilized for :
- Improved dialogue with the metropolis through enriched reports.
- Identify the least satisfied areas of the territory.
- Lay the foundations for an action-oriented, continuous improvement approach.
“The dashboard enables us to summarize data for management and the metropolis. We also use it to present results directly to our teams. We can cross-reference data, track progress and make it very visual.”
Conclusion
From measuring feelings to operational impact
With Feedier, TAM has initiated a fundamental transformation in the way it measures customer satisfaction. By moving from a one-off survey model to an ongoing barometer, the company now has a finer, more exploitable and better-shared vision.
The next steps will be decisive: enriching qualitative analyses, implementing the first action plans, and measuring impact. The ultimate goal is clear: to turn every user feedback into a lever for action to improve the overall mobility experience throughout the region.