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Customer-Focused Transit
Customer-Focused Transit
Report Number: S-045
In a number of transit agencies across the country there is an increasing focus on customer service and satisfaction.  However, there is a perception among some stakeholders that customers service transit agencies lags behind that of other public and private service providers.  There are some service providers and retailers (e.g., Federal Express, Southwest Airlines, Nordstrom's) that enjoy a strong reputation for providing responsive customers service in their overall operation.  Often, their reputation places them at a competitive advantage in the marketplace.  In the public arena, several state departments of motor vehicles are beginning to enjoy a similar, strong customer service reputation.  This is a comprehensive survey of what selected transit agencies are doing to implement agency wide, results oriented customer service programs.

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