Customer-Focused Service Guarantees and Transparency Practices (2018) / Chapter Skim
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1 Several public transit agencies in North America and abroad are adopting customerfocused practices. Customer-focused practices come in many different forms, but the two practices discussed in this synthesis are service guarantees and customer-focused transparency.
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2 Customer-Focused Service Guarantees and Transparency Practices • When a transit agency does take action related to its service guarantee, the most common action is to provide the customer with a refund or a credit toward future fares. Other actions include reimbursement of third-party transportation expenses and attempts to arrange alternative transportation using transportation network companies or taxis.
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Summary 3 Further Actions • Transit agencies need more tools and resources to make informed decisions, support customer-focused practices, and assist with program implementation. A tool kit, guidebook, or similar resource may help increase the prevalence of service guarantees and customer-focused transparency practices in the United States.
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