FAQ

Table of Contents

General Info About Rate Your Ride

  1. What is Rate Your Ride?
  2. How did Rate Your Ride start?
  3. Why did MTA begin managing Rate Your Ride? Was it a hostile takeover?
  4. Who is really running the Rate Your Ride program?
  5. How is Rate Your Ride related to other customer feedback tools like Facebook, twitter, the online form, or the call center? Does it replace them?

Logistics

  1. How does Rate Your Ride work?
  2. What is the purpose of RYR?
  3. Why do you want my phone number?
  4. What is my phone number used for?
  5. What happens to RYR data?

Any other questions? Email us at: rateyourride@mta.maryland.gov

What is Rate Your Ride (RYR)?

It is a program managed by the MTA to help improve public transportation by utilizing real-time feedback from our customers via text messaging and online survey. In order to participate, all you need to do is text the word “ride” to 410-205-4559 or call that number and answer a few brief questions or fill out the online survey here on our website.

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How did Rate Your Ride Start?

Rate your ride was created by the Central Maryland Transportation Association (CMTA) in September 2010 and piloted for 9 months by the association during which the CMTA received 6,500 responses.

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Why did MTA begin managing Rate Your Ride? Was it a hostile takeover?

The take over was not hostile; data generated by the RYR survey was valuable to the MTA, so once the CMTA completed the pilot of RYR the MTA agreed to continue the program. CMTA and MTA have worked together through the transition process to ensure CMTA and MTA goals for the program were both maintained.

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Who is really running the Rate Your Ride program?

The RYR program is governed by the Rate Your Ride Advisory Council which includes individuals from MTA, The Youth Citizen’s Advisory Committee (Youth CAC), Safe and Sound Campaign, Open Society Institute, Wide Angle Media, Baltimore City Public Schools, Citizens Planning and Housing Association, and the Central Maryland Transportation Alliance. The RYR Advisory Council provides feedback to the MTA about the program, assists in supporting RYR, and pilots new avenues of survey completion or question forms.

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How is Rate Your Ride related to other customer feedback tools like Facebook, twitter, the online form, or the call center? Does it replace them?

RYR does not replace other feedback tools. RYR is a venue where ratings and data can be aggregated, quantified, and analyzed in a scientific manner. RYR also gives a more holistic view of rider reactions to transit since you can rate every ride you take, with little effort, allowing for a sampling of all kinds of experiences.

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How does Rate Your Ride work?

Consumers choose to participate by either texting “ride” or calling in to 410-205-4559, or by logging onto RateYourRide.org and completing the short survey. Once a completed survey is submitted the data from that survey is saved to a central database.

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What is the purpose of RYR?

Your input is combined with ratings from other passengers and used injunction with other reporting systems to help measure service quality, identify problems and address any shortcomings. Rate Your Ride provides a valuable forum for your voice to be heard, and has already aided to the improvement of three major bus lines and a variety of additional enhancements to the MTA.

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Why do you want my phone number?

Although providing us with your phone number is optional and you may submit the online survey without giving us your number. Your submission can only be used in certain analyses if we do not have your phone number. Your number and information is safe. We won’t distribute your number to others or bother you with unwanted calls or texts.

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What is my phone number used for?

Your phone number helps to keep track of how many different people are submitting ratings through Rate Your Ride and how many individuals are making the same or similar complaints. It also allows us to be more accurate with our data and scales, which we post on our RYR website. If you grant us permission (by checking the box at the end of the survey), we might use your number to contact you in case you won our RYR contest.

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What happens to RYR data?

The incoming raw data is stored and summaries of the data are publicly available here on our website under dashboard. The data is used to visualize trends (e.g. daily ratings) and to have a better overview of frequently occurring issues or complaints. The data is analyzed quarterly and used with other feedback sources to make suggestions for changes and help prioritize issues for resource allocation.

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