Why public customer support stats matter for transit leaders

Transparent support metrics to keep your transit services on track

When operations grind to a halt, riders don’t wait—and neither does Spare. Whether it’s a scheduling error, a platform issue, or outage, Spare helps minimize disruptions and keeps your transit system moving. 

That’s why Spare is committed to transparency. By sharing real-time customer support metrics, we give you a clear view of how we respond to and resolve challenges—so you can trust us to deliver when it matters most.

Customer support metrics you can count on

Transparency means sharing data that reflects reality, so you can rely on the information you see. Here’s how Spare measures up based on customer support metrics collected from December 14, 2024 - January 10, 2025: 

Average first response time:

• Chat: 2 minutes, 7 seconds
• Email: 4 minutes, 14 seconds
  
  

Average resolution time:

• Chat: 55 minutes, 46 seconds
• Email: 4 hours, 45 minutes

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Customer Satisfaction Score: 100%

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For latest updates on our performance metrics, visit our Support Status Page.

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How we’ve solved real challenges for transit agencies 

No platform is immune to disruptions, and as a transit leader, you know that even small issues can ripple into bigger problems. At Spare, we focus on acting quickly, keeping you informed, and resolving challenges efficiently.

Here are two examples of how we supported our customers when it mattered most:

Example 1: Restoring service to a key stop

When a transit agency reported that trips to a specific stop couldn’t be booked, it immediately disrupted their operations.

• Immediate action: Recognizing the urgency, our team jumped in as soon as the issue was reported.
• Resolution time: Within 5 hours—and after escalating to our Product Support Manager and product team—we identified the root cause and implemented a fix.
• Outcome: The stop was fully restored, allowing operations to return to normal.  The agency left a 5-star CSAT, noting:

"The SPARE support team went above and beyond to resolve this issue. Special thanks to Manuel for updates and Emma for her quick, informative responses. Thank you, Spare."

Example 2: Helping a rider log in

A rider reached out after receiving an error code when trying to log into the app.

• Immediate action: Our support team responded to her email within 2 minutes.
• Resolution time: After gathering details, the issue was fully resolved within 15 minutes, with the overall conversation taking 1 hour (including confirmation).
• Outcome: The rider successfully logged in and left a 5-star CSAT, sharing:

"Spare immediately found a resolution and fixed my app. The representative was quick to respond and very helpful."

By acting quickly, whether it's a big system issue or a smaller rider concern, we help keep your operations on track and reduce disruptions for everyone.
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Reliable tech support to solve your transit challenges

We’re always looking for ways to do better. Here’s how we’re improving to give you even stronger support:

• Smarter testing: We’ve added more safeguards by working with experts to test updates across a wider range of devices and environments, catching potential issues before they happen.
• Faster escalations: We’re scaling our team and improving escalation processes to resolve issues even quicker during peak times.
• Staying operational, no matter what: New features like offline access for driver schedules and manifests ensure your team can keep moving, even during rare outages.
• Support you can count on: Our experienced team is here 24/7 to help you resolve problems fast and keep things running smoothly.

At Spare, it’s about setting you up for success and keeping your operations on track every step of the way.
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Why transparent customer support builds trust in transit

Transparency is a cornerstone of how we earn your trust every single day. By sharing our customer support metrics, we’re empowering you to make informed decisions about your technology partners.

And while some providers might shy away from public accountability, we believe it’s essential for building stronger partnerships. We encourage you to ask other vendors for their metrics—because if they can’t or won’t provide them, it’s worth questioning why.

Stay on track with Spare’s proven support

We know that reliability isn’t just about resolving challenges—it’s about fostering trust through transparency and action. Whether through direct communication with our partners or sharing our performance metrics openly, we’re committed to supporting transit agencies every step of the way.

Curious how we support agencies like yours every day? See our Support Status Page for live updates and see why Spare is the partner you can count on.

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