Customer-Focused Transit

This synthesis report will be of interest to transit agency senior managers interested in using customer-focused strategies. The report documents the experience of selected public transportation agencies in developing and implementing customer service programs. It examines the effectiveness of certain customer-focused activities in the categories of general interaction between the customer and the agency, obtaining and using customer input, involving employees in customer-focused transportation, and achieving customer satisfaction. The synthesis highlights what transportation agencies believe to be the most important customer-focused strategies and provides examples of innovative approaches to customer-focused transportation. Detailed case studies of two public transportation agencies are provided.