Back in March 2025, Modeshift carried out a survey to evaluate user experiences with our STARS system. With the support of our Corporate Premium Members Citisense, we’ve completed the initial review of survey findings and are now planning enhancements to our STARS services.
Responses from 145 users across eight stakeholder groups revealed consistent and recurring themes:
- 48% of respondents rated their satisfaction with the STARS System overall as 7 or above
- 49% rated 7 or above the likelihood of them recommending Modeshift STARS to others.
While users appreciate the system’s centralised structure, data tracking capabilities, and accreditation framework, they also highlighted challenges with certain aspects of its functionality.
This engagement exercise has provided a valuable snapshot of how the Modeshift STARS system is currently experienced across a diverse user base. While the system is clearly appreciated for its centralised structure, live accreditation tracking, and the support it offers for travel planning, the feedback also highlights issues with navigation, usability, system performance, and access to support. Despite this, users continue to see the value in the platform and are invested in its improvement. The feedback provided demonstrates a shared willingness to engage with the system more deeply, provided it becomes more intuitive, responsive, and tailored to users’ needs.
Over the coming months, we’ll be carrying out a full review of the survey findings and developing a system improvement plan for implementation in Autumn.
The following areas will be explored further:
- Prioritise User Experience improvements, including simpler navigation, and speed and stability of the system
- Strengthen training and support, including developing enhanced training resources and support materials
- Enhanced reporting and data visibility, including new dashboard views and export options
- Communicating changes clearly, keeping users informed of improvements via regular updates.
You can view our initial findings by downloading the Summary Report : STARS Users Survey Summary June 2025
We will provide a further update on our plans to all STARS system users later this year.
