Customer-Focused Service Guarantees and Transparency Practices (2018) / Chapter Skim
Currently Skimming:
Pages 40-41
The Chapter Skim interface presents what we've algorithmically identified as the most significant single chunk of text within every page in the chapter.
Select key terms on the right to highlight them within pages of the chapter.
From page 40... ...
40 Although only eight of 22 surveyed transit agencies had both a service guarantee and customer-focused transparency practices, the objective of this synthesis was partly to understand how these two practices may or may not work together as part of a transit agency's efforts to be more customer focused. Some noteworthy findings were uncovered when data from the section of the survey on service guarantees were compared with data from the section on customer-focused practices.
|
From page 41... ...
Combined role of Service Guarantees and Customer-Focused transparency 41 on increasing the satisfaction of individual riders -- particularly after they experience a service problem. Although service guarantees may motivate improvements in service because of the potential financial penalty associated with customer remuneration, service guarantees alone may not be enough to effect long-term, sustainable improvements in service.
|
Key Terms
This material may be derived from roughly machine-read images, and so is provided only to facilitate research.
More
information on Chapter Skim is available.