The National Academies Press

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From page 86... ... 86 This survey was administered online and had several interactive features. For example, many questions and pages in the survey had built-in branching logic (i.e., some questions and pages would only be shown based on answers to previous questions) Read the entire page →
From page 87... ... Survey instrument 87 Customer-Focused Service Guarantees and Transparency Practices Survey Overview Customer-Focused Service Guarantees and Transparency Practices in Public Transit TCRP Project J-07, Synthesis Topic SB-29 Survey Quick Facts This survey is for North American transit agencies that either: Have a formal guarantee or promise of service quality. OR Report customer-focused performance metrics (for example, on-time performance) Read the entire page →
From page 88... ... 88 Customer-Focused Service Guarantees and Transparency practices metrics, public reporting of performance, or adopting service guarantees. The survey also includes questions on the benefits, costs, and challenges related to these customer-focused practices. Read the entire page →
From page 89... ... Survey instrument 89 2) Your email:* Read the entire page →
From page 90... ... 90 Customer-Focused Service Guarantees and Transparency practices 8) In which province, territory, and/or country do you provide service? Read the entire page →
From page 91... ... Survey instrument 91 Definition of Customer Service Guarantee In this survey, the term customer service guarantee means any explicit transit agency commitment to a quality customer experience, regardless of whether the agency compensates or responds directly to individual customers in the event the guarantee is not met. (For the purposes of this survey, quality-of-service requirements under the Americans with Disabilities Act, or ADA, are not considered a customer service guarantee.) Read the entire page →
From page 92... ... 92 Customer-Focused Service Guarantees and Transparency practices 17) Why was the service guarantee discontinued? Read the entire page →
From page 93... ... Survey instrument 93 21) What is the lateness threshold (or other event) Read the entire page →
From page 94... ... 94 Customer-Focused Service Guarantees and Transparency practices 26) To the best of your knowledge, how has the customer service guarantee benefited your transit agency? Read the entire page →
From page 95... ... Survey instrument 95 29) What other negative impacts or challenges has your transit agency experienced related to its customer service guarantee? Read the entire page →
From page 96... ... 96 Customer-Focused Service Guarantees and Transparency practices 33) Describe what portion of the transit fare is refunded or discounted. Read the entire page →
From page 97... ... Survey instrument 97 40) If you're willing, please upload a copy of the report(s) Read the entire page →
From page 98... ... 98 Customer-Focused Service Guarantees and Transparency practices 47) Do customers pay a processing charge or administrative fee when they file claims or receive benefits under the customer service guarantee? Read the entire page →
From page 99... ... Survey instrument 99 53) Please describe how you arrived at your estimate above and what types of fraudulent or invalid claims occur. Read the entire page →
From page 100... ... 100 Customer-Focused Service Guarantees and Transparency practices Transparency Many transit agencies are reporting their performance metrics to the general public. Reporting could be done in many different ways, from online, interactive dashboards to annual reports that are available by print and download. Read the entire page →
From page 101... ... Survey instrument 101 61) What were the main reasons that your transit agency implemented customer-focused transparency practices? Read the entire page →
From page 102... ... 102 Customer-Focused Service Guarantees and Transparency practices 65) What metrics are reported as part of your transit agency's customer-focused transparency practices? Read the entire page →
From page 103... ... Survey instrument 103 69) How frequently does your transit agency update and republish performance data? Read the entire page →
From page 104... ... 104 Customer-Focused Service Guarantees and Transparency practices 72) What other benefits or positive outcomes has your transit agency experienced related to its customer-focused transparency practices? Read the entire page →
From page 105... ... Survey instrument 105 76) If you're willing, please upload a copy of the report. Read the entire page →
From page 106... ... 106 Customer-Focused Service Guarantees and Transparency practices Thank You! Thank you for taking time to participate in our survey. Read the entire page →

From page 86...

... 86 This survey was administered online and had several interactive features. For example, many questions and pages in the survey had built-in branching logic (i.e., some questions and pages would only be shown based on answers to previous questions)