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.
Table of Contents
|Chapter 1 - Introduction||4-9|
|Chapter 2 - Literature Review||10-16|
|Chapter 3 - Service Guarantees||17-29|
|Chapter 4 - Customer-Focused Transparency||30-39|
|Chapter 5 - Combined Role of Service Guarantees and Customer-Focused Transparency||40-41|
|Chapter 6 - Case Examples||42-76|
|Chapter 7 - Conclusions||77-82|
|Appendix A - Survey Instrument||86-106|
|Appendix B - Survey Respondents||107-108|
|Appendix C - Metrolink Service Guarantee||109-112|
|Appendix D - The MBTA Customer Bill of Rights||113-113|
|Appendix E - GO Train Service Guarantee Policy||114-115|
|Appendix F - On-Time Service Guarantee Policy for Dayton RTA||116-116|
|Appendix G - Dayton RTA On-Time Service Guarantee Claim Form||117-118|
|Appendix H - Guide to Launching a Passenger Charter||119-122|
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