What is experience operations?
Most feedback tools stop at measurement. They tell you a passenger was unhappy, after the fact, in a dashboard nobody opens until quarter-end. Experience operations works differently: it treats feedback and audit data not as a report to review later, but as a signal that triggers action the moment it happens.
In practice, that means three things happen together instead of in sequence. Feedback from a passenger and findings from an audit or mystery shop flow into one system. That system automatically routes the issue to whoever owns it (facilities, a concessionaire, security, station operations) based on what happened and where. And the loop closes: the fix gets tracked, timestamped, and reported, so leadership sees not just what went wrong, but how fast it was resolved and by whom.
That's what Touchwork is built to do. It's not a survey tool with a workflow bolted on. It's a single system where listening, inspecting, and resolving are one continuous process, so a comment about a gate-area restroom becomes a work order in minutes, not a line item in next month's report.