Customer-Focused Service Guarantees and Transparency Practices (2018) / Chapter Skim
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Pages 10-16
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10 The Need for Customer-Focused Public Transit Ensuring customer satisfaction is essential for businesses because a customer's satisfaction with a particular transaction often determines whether the customer will return and whether the customer will describe the interaction in a positive or negative way to others. Particularly true for private sector and for-profit organizations, customers have choices and may choose to purchase goods and services elsewhere if they are not satisfied.
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Literature review 11 • Providing a service guarantee -- including money-back guarantees (Giard 2002, Lidén 2004) , and • Increasing agency accountability to the customer and the public (Adams 2015)
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12 Customer-Focused Service Guarantees and transparency practices invoked the service guarantee and had their claim resolved in their favor were more satisfied than they were before the service problem had occurred. Service guarantees not only work directly on customer satisfaction but also indirectly improve customer satisfaction by focusing transit agency employees on improving service quality.
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Literature review 13 action statement (what the customer will receive in the event the covered services do not meet the set standard)
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14 Customer-Focused Service Guarantees and transparency practices the level of quality promised in the guarantee (e.g., "Trains will arrive within 15 minutes of the schedule or your ride is free")
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Literature review 15 Organizations can choose the extent of their transparency initiatives by determining transparency type (data, policy, or both) , topic (e.g., finance, human resources, maintenance)
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16 Customer-Focused Service Guarantees and transparency practices Although this handful of resources exist, they may not deal with specific topics (e.g., TCRP Synthesis 45 did not include transparency as a part of customer-focused transit) , may be outdated, or may be too general to be a ready and relevant resource to transit agencies specifically con sidering implementing a service guarantee or customer-focused transparency.
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