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Customer-focused Transit

Customer-focused Transit
Author: John F. Potts
Publisher: Transportation Research Board
Total Pages: 36
Release: 2002
Genre: Customer services
ISBN: 030906922X

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This synthesis will be of interest to senior managers interested in using customer-focused strategies at their transit agencies. Both established and newer agencies might use the synthesis to guide the establishment of effective customer-focused transit. The purpose of this report is to document the experiences of selected public transportation agencies in developing and implementing customer service programs. The synthesis 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 public transportation, and achieving customer satisfaction. It details specific programs in the case studies of two public transportation agencies.


A Handbook

A Handbook
Author: Rebecca Elmore-Yalch
Publisher: Transportation Research Board
Total Pages: 218
Release: 1998
Genre: Transportation
ISBN: 9780309062725

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Focuses on the status of market research as practiced in transit agencies and identifies major market issues confronting them. The handbook also evaluates market research strategies appropriate for transit and provides guidance to integrate and institutionalize market research into decision-making processes of transit agencies. Finally, it examines some institutional barriers that limit the use of market research.


A Handbook for Measuring Customer Satisfaction and Service Quality

A Handbook for Measuring Customer Satisfaction and Service Quality
Author: Morpace International
Publisher: Transportation Research Board
Total Pages: 222
Release: 1999
Genre: Business & Economics
ISBN: 9780309063234

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This handbook focuses on how to measure customer satisfaction and how to develop transit agency performance measures. It will be of interest to transit managers, market research and customer service personnel, transit planners, and others who need to know about measuring customer satisfaction and developing transit agency performance measures. The handbook provides methods on how to identify, implement, and evaluate customer satisfaction and customer-defined quality service.


Trains, Buses, People, Second Edition

Trains, Buses, People, Second Edition
Author: Christof Spieler
Publisher: Island Press
Total Pages: 344
Release: 2021-08-24
Genre: Architecture
ISBN: 1642832138

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"Fully updated and expanded"--Back cover.


Measuring Access to Public Transportation Services

Measuring Access to Public Transportation Services
Author:
Publisher:
Total Pages: 52
Release: 2005
Genre: Local transit accessibility
ISBN:

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This report synthesizes knowledge from existing literature relating to the interpretation and measurement of transit service quality from a customer-oriented perspective. The focus is on the evaluation of fixed-route transit systems. In addition, the authors review earlier studies that offer conceptual and operational ways of identifying different transit submarkets, their characteristics, and their varying activity and mobility needs.


The Quality Journey

The Quality Journey
Author: Littleton C. MacDorman
Publisher: Transportation Research Board
Total Pages: 84
Release: 1995
Genre: Local transit
ISBN: 9780309057110

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Provides an historical perspective of Total Quality Management (TQM), highlights important events in the private and public sectors, and delineates principles of TQM for the transit industry.


Emerging New Paradigms

Emerging New Paradigms
Author: Transit Cooperative Research Program
Publisher: Transportation Research Board
Total Pages: 115
Release: 2003
Genre: Choice of transportation
ISBN: 0309087740

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Describes how public transportation organizations have entered an era of fundamental change and examines how they are responding to dramatic new expectations and imperatives that have triggered the emergence of a "new paradigm" throughout business and industry worldwide.


Trains, Buses, People

Trains, Buses, People
Author: Christof Spieler
Publisher: Island Press
Total Pages: 266
Release: 2018-10-23
Genre: Transportation
ISBN: 1610919033

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What are the best transit cities in the US? The best Bus Rapid Transit lines? The most useless rail transit lines? The missed opportunities? In the US, the 25 largest metropolitan areas and many smaller cities have fixed guideway transit—rail or bus rapid transit. Nearly all of them are talking about expanding. Yet discussions about transit are still remarkably unsophisticated. To build good transit, the discussion needs to focus on what matters—quality of service (not the technology that delivers it), all kinds of transit riders, the role of buildings, streets and sidewalks, and, above all, getting transit in the right places. Christof Spieler has spent over a decade advocating for transit as a writer, community leader, urban planner, transit board member, and enthusiast. He strongly believes that just about anyone—regardless of training or experience—can identify what makes good transit with the right information. In the fun and accessible Trains, Buses, People: An Opinionated Atlas of US Transit, Spieler shows how cities can build successful transit. He profiles the 47 metropolitan areas in the US that have rail transit or BRT, using data, photos, and maps for easy comparison. The best and worst systems are ranked and Spieler offers analysis of how geography, politics, and history complicate transit planning. He shows how the unique circumstances of every city have resulted in very different transit systems. Using appealing visuals, Trains, Buses, People is intended for non-experts—it will help any citizen, professional, or policymaker with a vested interest evaluate a transit proposal and understand what makes transit effective. While the book is built on data, it has a strong point of view. Spieler takes an honest look at what makes good and bad transit and is not afraid to look at what went wrong. He explains broad concepts, but recognizes all of the technical, geographical, and political difficulties of building transit in the real world. In the end,Trains, Buses, People shows that it is possible with the right tools to build good transit.