Customer-Focused Service Guarantees and Transparency Practices

National Academies of Sciences, Engineering, and Medicine

doi:10.17226/25078

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Customer-Focused Service Guarantees and Transparency Practices

(2018)

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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

Contributor(s): National Academies of Sciences, Engineering, and Medicine; Transportation Research Board; Transit Cooperative Research Program Synthesis Program; Synthesis Program; Transit Cooperative Research Program; Michael J. Walk

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Suggested Citation

National Academies of Sciences, Engineering, and Medicine. 2018. Customer-Focused Service Guarantees and Transparency Practices. Washington, DC: The National Academies Press. https://doi.org/10.17226/25078.

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Publication Info

131 pages | 8.5 x 11 | DOI: https://doi.org/10.17226/25078

Chapters		skim
Front Matter	i-vii
Summary	1-3
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
References	83-85
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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