Customer-Focused Service Guarantees and Transparency Practices
TRB's Transit Cooperative Research Program (TCRP) Synthesis 134: Customer-Focused Service Guarantees and Transparency Practices documents the nature and prevalence of customer-focused practices among transit providers in North America and supplements the discussion by including information from European transit providers.
A growing number of North American public transit agencies have adopted service guarantees or transparency practices as part of a customer-focused service strategy. Service guarantees describe the level of service customers can expect and the procedures they may follow if standards are not met. Transparency practices might include reporting performance metrics as online dashboards or report cards on the agency’s website. Currently, there is little existing research on these practices and experiences among U.S. transit providers.
Update June 29, 2018: Page i of the synthesis omits some of the authors. The correct author list is as follows:
Michael J. Walk
James P. Cardenas
Kristi Miller
Paige Ericson-Graber
Chris Simek
Texas A&M Transportation Institute
Austin, TX
This Summary Last Modified On: 6/29/2018