Customer-Focused Service Guarantees and Transparency Practices (2018) / Chapter Skim
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Pages 4-9
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From page 4... ...
4Background Several public transit agencies in North America and abroad are adopting customer-focused practices. Customer-focused practices come in many different forms that may affect various aspects of the customer experience, and full discussion of what defines and is encompassed in the customer experience is beyond the scope of this synthesis.
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Introduction 5 • The current state of practice, • Implementation strategies, • Perceived benefits and challenges, and • Lessons learned. To obtain this information, the synthesis team collected data through three methods: • A scan of the industry and relevant literature, • A survey of North American transit agencies with either a customer service guarantee or customer-focused transparency, and • In-depth case examples for four North American transit agencies.
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6 Customer-Focused Service Guarantees and transparency practices � Missed, canceled, or not operated trips; � Percent of scheduled time in operation (for automated systems) ; � Distance traveled between mechanical failures; � Passenger safety metrics (e.g., accidents, incidents, crimes)
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Figure 1. Map of transit agencies that responded to the survey.
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Figure 2. Survey flowchart.
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Introduction 9 • Details concerning claims processing for service guarantees that provide customer remuneration, and • Details concerning the contents and practices of service guarantees and customer-focused transparency. The survey allowed transit agencies to define and report on their own perspectives of what represents a service guarantee or a customer-focused transparency practice in addition to those perspectives defined by the author.
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