Every rider interaction is an opportunity to learn, improve, and build a better experience. But turning rider feedback into action isn’t always easy.
Ratings, reviews, and comments are often scattered across reports and exports, making it difficult to spot trends, respond to issues quickly, or recognize the drivers who consistently go above and beyond.
That’s why we built Via’s Rider Experience Dashboard — a dedicated space to understand how riders experience your service, identify opportunities to improve, and celebrate the people making a difference.
The dashboard provides a continuous feedback loop: riders share their experiences, your team uncovers insights, service improvements happen faster, and great work gets recognized. AI surfaces critical trends, helping your team focus, address service issues as they happen, and celebrate wins (like a 5 star review!) in real time.
“It’s been a major morale booster for our Drivers.”
— Kathy Laughlin, Mobility Manager at Delaware County Transit
No more digging through data exports or guessing at trends. Whether you’re catching a service issue before it grows or recognizing a driver who keeps receiving 5-star feedback, you now have a clear view of rider sentiment and the tools to act on it.
See how ratings change over time with an easy-to-read view of rider feedback by day or week. Identify trends, celebrate strong performance, and quickly spot areas that may need attention.
Understand what riders are saying without manually reviewing every comment. Feedback is automatically grouped into themes, highlighting what’s working well across your service and where improvements can have the biggest impact.
Turn rider praise into driver recognition. Driver Kudos surfaces every driver recognized by name in a 5-star review. With one click, teams can generate a printable certificate featuring the rider’s exact words and a customizable template — turning a simple thank you into meaningful recognition.
“When a rider takes the time to mention a driver by name in a 5-star review, that moment deserves to be celebrated — not buried in a spreadsheet.”
— Nithya Sowrirajan, Chief Product Officer at Via
Interested in learning how Rider Experience Dashboard can help your team turn rider feedback into better service? Fill out the form below and our team will be in touch