Community Insights Blog
Movers & Shakers Supermember Shout Out | @Wim Wim has been an active and valuable member of our community for over 2 years and is our first Supermember of the 2025 year. He consistently provides respectful and honest feedback and has offered crucial insights on in-app features. This results in prompting our teams to evaluate their approach or have brought important issues to the attention of the Customer Advocacy team. Shout out to you Wim! Wim’s Stats: Community Member since 10/2022 31 community posts 25 Kudos Received 5,643 Lifetime Bike Angels Points Community Connections Hot Posts 👀💬👍Most Views and Replies & Likes robertripps's post about the changes to Bike Angel Rewards received the most views and replies this Winter with 563 views, 22 replies, and 53 likes ⭐ This post is a good example of the community speaking in unity.. We appreciate all the feedback we received because of this change and understand the frustration of it. We have relayed this feedback back to the appropriate internal teams and appreciate the understanding as we grow the Bike Angels program. Miracle Working How the Community Improves The BA Experience 🐛 Bugs & Feedback One of the strengths of the Community is most apparent when things could be improved or when features aren’t working as intended. The collaboration that happens in our Community can help add context to complex issues quickly, which allows our teams to more effectively resolve issues and have insight into quality of life features. Big shout out to the members below that posted in the community when things didn’t seem right. 🪲SM970's post about e-gift cards not showing up for our Boston Bluebikes Bike Angels (try saying that 3 times fast) 💡@Wim’s feedback suggestion of including a “classic only” map filter Bike Angels Stats All Cities | Winter 2024 - 2025 392 New Community Members 7,448 Site Visits 2,174 Angels Leveled Up 1,176,600 Point-Earning Rides Longest distance point-earning ride MB292 | 17.92 miles Note: Your Angel Code is the Initials of the name on your account + the last three digits of your phone numberMarch Cruiseletter
Community Tune Up 👼💪 3k and growing We expect to surpass 3,000 members this Spring! With this milestone, we’re reflecting on how the community has grown to inform plans for future updates. We hosted an AMA with the Bike Angels Team, expanded to new cities, and created articles to guide Angels as a foundation, and we’re exploring new ideas to bring value to members. What do ou want to see in the community? Wheelie Good News 🛞🗞️ Bike Angels Stats | February All Brands 46 New Community Members 8,935 Site Visits 680 Angels Leveled Up 366,708 Point-Earning Rides Longest distance point-earning ride DS706 Citi Bike | 13.09 miles Note: Your Angel Code is the Initials of the name on your account + the last three digits of your phone numberCommunity Insights Update
Community Connections 👀💬 Most Views and Replies Gflynyc’s post about missing Tremendous rewards received the most views and replies last Fall with 2,084 views, 111 replies, and 101 likes. Miracle Working How the Community Improves The BA Experience Fun, personalized feature from community feedback milly’s post sharing their idea for a year-end recap inspired the new Bike Angels recap feature Uncovered Bugs 🐛 The power of the community is often found when things aren’t working as designed. The collaboration that happens here can help add context to complex issues quickly, which allows our teams to more effectively resolve bugs. Big shout out to the members below that posted in the community when things didn’t seem right. 🪲@Gflynyc's post about a system outage helped inform the community of the outage Bike Angels Stats All Cities | Fall 2024 129 New Community Members 19,907 Site Visits 4,084 Angels Leveled Up 1,536,830 Point-Earning Rides Longest distance point-earning ride MB292 CaBi | 17.95 milesCommunity Insights
Movers & Shakers Supermember Shout Out | bwitt bwitt joined the Bike Angels Community about a year ago, and has been a helpful addition to the community. Fun fact—@bwitt is ahead of the curve as one of the first community members from Baywheels! As we grow the community, Angels from other cities and bikeshare programs will join in the conversation here to share their experiences. Big shout out to bwitt for their contributions to the community as we expand to feature more content for Baywheels riders and all Bike Angels. @bwitt’s Stats: Community Member since 07/2023 31 community posts 18 Kudos Received 6,482 Lifetime Bike Angels Points Community Connections Hot Posts 👀💬 Most Views and Replies HoekedOnPhonics’ post about how monthly rewards work received the most views and replies this Spring with 171 views, 12 replies, and 8 kudos ⭐This post helped us correct outdated information on the Capital Bikeshare Bike Angels webpage 👍😊Most Likes @th’s post about points changing on the map got the most likes of any post this Spring ⭐ This post helped clarify when and how to ‘wrench’ a bike to flag it for our Operations Team Miracle Working How the Community Improves The BA Experience Improved Onboarding for BA Program 👶 These community posts helped create unique online help resources for specific topics like: What happens if I pick up and drop off at the same station? What happens if my ride is active when points change? Uncovered Bugs 🐛 The power of the community is often found when things aren’t working as designed. The collaboration that happens here can help add context to complex issues quickly, which allows our teams to more effectively resolve bugs. Big shout out to the members below that posted in the community when things didn’t seem right. 🪲@leslie52’s post about not being able to send DMs after our site upgrade Bike Angels Stats All Cities | Summer 2024 114 New Community Members 1,196 Site Visits 4,224 Angels Leveled Up 1,712,969 Point-Earning Rides Longest distance point-earning ride SP936 | 14.68 milesMarch Cruiseletter
What’s Next? 🌆🚴 The community is getting a big tune up to get ready for Summer! In the coming months, you’ll see some changes in the way things on the homepage and site pages appear, and the community will be a little easier for Angels to navigate and join in conversations. We’re excited to share the finer details with you in April or sooner. 🛠️ Community Tune Up 👼💪 TAGS! Tags make information in the community a little easier to find and identify. Tags are especially helpful for Bike Angels from other cities to distinguish relevant content about their city and their Bike Angels program. In the future, tags will become more prominently displayed and will be more integral in the community experience. Using the cities example above, we’ll have tags for each city to help organize content and create a catalog of city-specific posts, and you’ll be able to add other tags to help highlight the theme of the information. Wheelie Good News 🛞🗞️ Citi Bike Bike Angels Stats | February 57 New Community Members 1,107 Site Visits 763 Angels Leveled Up 316,969 Point-Earning Rides Longest distance point-earning ride ST303 | 12.13 miles Most Point-Earning Rides in February Angels who moved the most unique bikes in February Angels who visited the most unique stations in February Note: Your Angel Code is the Initials of the name on your account + the last three digits of your phone numberDecember Cruiseletter
What’s Next? 🌆🚴 During the colder months, we take some time to review and reflect on the busy riding season—how the community grew and how we supported each other here. This year, community members created 159 topics with 626 replies and 59 accepted solutions. 🎉 We’re proud of the progress we’ve made here, but there is so much more we can do—with your help! 😉 Community Tune Up 👼💪 We’re gearing up for the coming year and making 2024 plans. When reviewing community content metrics, we found that our Cruiseletters are the most engaged with blog articles followed closely by articles about product updates. We’ll continue posting these styles of articles in 2024, while looking for new ways to add value to community announcements. What sort of content is missing in the community? Comment Below! Wheelie Good News 🛞🗞️ Citi Bike Bike Angels Stats | November 37 New Community Members 10,617 Site Visits 1,746 Angels Leveled Up 391,045 Point-Earning Rides Longest distance point-earning ride MC060 | 15.62 miles Most Point-Earning Rides in November Angels who moved the most unique bikes in November Angels who visited the most unique stations in November Note: Your Angel Code is the Initials of the name on your account + the last three digits of your phone numberNovember Cruiseletter
What’s Next? 🌆🚴 As the community grows, we’ll consistently pulse check to see how we can provide more valuable content for community members. We plan to keep sharing general product announcements and updates to provide a resource and insight into product updates and launches that are relevant to Bike Angels. What sort of content do you want to see in the community? Comment below! 💬 Community Tune Up 👼💪 The community site structure is pretty simple at present with our Help forum and our Welcome forum. With Angels from all across the US finding the community, the need to organize the content here has grown, and we’re exploring ways to categorize community posts in the coming year. How can you help? In the meantime, we ask that members use simple and clear titles when creating new topics to help other Angels find helpful or interesting content. Wheelie Good News 🛞🗞️ Citi Bike Bike Angels Stats | October 40 New Community Members 7,848 Site Visits 1,430 Angels Leveled Up 481,162 Point-Earning Rides Longest Point-Earning ride (Distance) NA200 | 13.68 miles Most Point-Earning Rides in October Angels who moved the most unique bikes in October Angels who visited the most unique stations in October Note: Your Angel Code is the Initials of the name on your account + the last three digits of your phone numberAugust Cruiseletter
What’s Next? 🌆🚴 Our community is growing and has been much more lively than last summer. We had 50x the number of topics and replies posted here last month than the previous July! Visitors are 7x more likely to become a member*, and members are spending twice the amount of time on site. As liveliness in our Help and Welcome forums grows, we’ll identify themes to create additional forums to help Angels connect with each other more easily. Community Tune Up 👼💪 You might have noticed that the members online indicator on our homepage often said 0 members were online in the community. You may not have noticed, since this feature is only visible when you’re logged out. Either way—We fixed this dynamic indicator to ensure members will be able to see how many members are live in the community in real time. Wheelie Good News 🛞🗞️ Citi Bike Bike Angels Stats | August 40 New Community Members 1,461 Site Visits 2,077 Angels Leveled Up 434,592 Point-Earning Rides Longest distance point-earning ride BC112 | 13.96 miles Most Point-Earning Rides in August Angels who visited the most unique stations in August Angels who moved the most unique bikes in August Note: Your Angel Code is the Initials of the name on your account + the last three digits of your phone number *Compared July 2022 with July 2023July Cruiseletter
What’s Next? 🌆🚴 You tell us! What kinds of interaction or content do you want to see here? We listen when community members have ideas or make callouts. If you notice something isn’t working or have an idea about what type of information would make our community site more helpful—we want to hear them! Comment below or take our site survey when you see it pop up. Community Tune Up 👼💪 Members will see the option to accept solutions again! 🎊 This option was lost along the ride with some updates, but we’ve made sure it’s live again. Solved topics that become FAQ articles increase our community value by offering clear and simple pages for common issues that can be found when non-members search in major search engines. That’s a big deal! The community offers us the power to create the types of communication and information we want to share. Wheelie Good News 🛞🗞️ Citi Bike Bike Angels Stats | June 83 New Community Members 2,211 Site Visits 1,616 Angels Leveled Up 340,013 Point-Earning Rides Longest distance point-earning ride EM308 | 15.59 miles Most Point-Earning Rides in June Angels who visited the most unique stations in June Angels who moved the most unique bikes in June Note: Your Angel Code is the Initials of the name on your account + the last three digits of your phone numberMay Cruiseletter
May Cruiseletter 4m read What’s Next? 🌆🚴 With more visitors and members, the community is developing a group of Supermembers! Supermembers check in often, comment on member posts, moderate content, and set the tone of how we’ll interact with each other here. These members are integral to creating a collaborative and beneficial space for all Angels to find helpful resources. Supermembers have an important role, and as the community expands, the role they play in the community can expand, as well. Community Tune Up 👼💪 Our Winter Insights Blog is the first of many quarterly posts that shares data and examples about how the Bike Angels Community is growing and the greater impact on the larger BA population. Let us know what sorts of information you’d like to see in the insights blogs in the comments below! Wheelie Good News 🛞🗞️ Citi Bike Bike Angels Stats | April 38 New Community Members 899 Site Visits 1,062 Angels Leveled Up 274,167 Point-Earning Rides Longest distance point-earning ride MZ321 | 13.62 miles Most Point-Earning Rides in April Angels who visited the most unique stations in April Angels who moved the most unique bikes in April Note: Your Angel Code is the Initials of the name on your account + the last three digits of your phone number
