Customer-Focused Service Guarantees and Transparency Practices (2018) / Chapter Skim
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Pages 77-82
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From page 77... ...
77 The results of the literature review, survey, and case examples provide useful information about service guarantees and customer-focused transparency. Generally, the most successful programs were those that engaged customers and employees during the program development stage, implemented service guarantees and customer-focused transparency together in the context of broader policies or initiatives, and kept long-term sustainability and scalability in mind.
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From page 78... ...
78 Customer-Focused Service Guarantees and transparency practices • Punctuality guarantee thresholds and limitations – Punctuality guarantee thresholds vary. The most common threshold that would trigger remuneration under a punctuality guarantee was 30 min; over half of the thresholds were 20 min or less.
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From page 79... ...
Conclusions 79 metrics. For instance, TfL measures excess wait time and customer travel time reliability.
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From page 80... ...
80 Customer-Focused Service Guarantees and transparency practices • Supporting, empowering, and reinforcing employees improves outcomes. Transit agencies with successful programs provided adequate tools and guidance to ensure employees could succeed in delivering the agency's commitments and programs.
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From page 81... ...
Conclusions 81 data, will the punctuality guarantee become obsolete -- particularly within the context of highfrequency services, where scheduled arrival times become less and less important? How does knowing when the bus is actually coming change the perception of punctuality and the nature of a punctuality guarantee?
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From page 82... ...
82 Customer-Focused Service Guarantees and transparency practices customer-focused practices, the synthesis team recommends the compilation of tool kits, guidebooks, or workshops to assist transit agencies in implementing customer-focused practices, including service guarantees, customer-focused transparency, or other initiatives. This synthesis about customer-focused service guarantees and transparency practices has illuminated the current state of the industry, which appears to have placed a priority on transparency but has not generally accepted service guarantees as a norm.
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