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TRB's Transit Cooperative Research Program (TCRP) Synthesis 134: Customer-Focused Service Guarantees and Transparency Practices documents the nature and prevalence of customer-focused practices among transit providers in North America and supplements the discussion by including information from European transit providers.

A growing number of North American public transit agencies have adopted service guarantees 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. Currently, there is little existing research on these practices and experiences among U.S. transit providers.

Update June 29, 2018: Page i of the synthesis omits some of the authors. The correct author list is as follows:

Michael J. Walk

James P. Cardenas

Kristi Miller

Paige Ericson-Graber

Chris Simek

Texas A&M Transportation Institute

Austin, TX

Suggested Citation

National Academies of Sciences, Engineering, and Medicine. 2018. Customer-Focused Service Guarantees and Transparency Practices. Washington, DC: The National Academies Press.

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Publication Info

131 pages |  8.5 x 11 |  Paperback
ISBN: 978-0-309-39019-4
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