One of transit's greatest challenges in recent decades has been to serve travellers who have become more diverse by nature and more discriminating in their choices. Investing in customer service can increase ridership and it can save money by reducing complaint-handling. Increased attention to customer service boosts employee morale, resulting in better attendance and less time managing grievances. Finally, governments are more likely to fund agencies that have the high public approval that comes with good customer service.
A Passenger Charter (PDF) that clearly outlines promises to improve service quality demonstrates our commitment to improving the customer's experience. CUTA's Customer Orientation Task Force put together a passenger charter template and training material that you can use to successfully launch a passanger charter in your organization.