Customer-Focused Service Guarantees and Transparency Practices

A growing number of North American public transit agencies have adopted service guarantees and/or transparency practices as part of a customer-focused service strategy. Service guarantees describe the level of service customers can expect and the procedures they may follow if standards are not met. Transparency practices might include reporting performance metrics as online dashboards or report cards on the agency’s website. This synthesis study documents the nature and prevalence of customer-focused practices among transit providers in North America and supplements the discussion by including information from a few European transit providers. A literature review and detailed survey responses of 22 transit agencies are provided in the report. An analysis on the state of the practice, emphasizing lessons learned, challenges, and gaps in information, is also provided. Four case examples that describe the customer-focused service strategy in different transit systems were developed.


  • English

Media Info

  • Media Type: Digital/other
  • Features: Appendices; Figures; References; Tables;
  • Pagination: 130p
  • Serial:
  • Publication flags:

    Open Access (libre)

Subject/Index Terms

Filing Info

  • Accession Number: 01666006
  • Record Type: Publication
  • ISBN: 9780309390194
  • Report/Paper Numbers: Project J-7, Topic SB-29
  • Files: TRIS, TRB, ATRI
  • Created Date: Apr 13 2018 8:50AM