Voice of the customer

We've all heard it before: "There's no money for anything but running our trains/buses." But if you want great ideas on how to collect the voice of the customer from little to no cost, you can download the Voice of the Customer guide (PDF). Not only do we explore low-cost tools, but we introduce a full range of techniques to capture the voice of the customer if you do have the budget.

This guide, a continuation of the COTF initiatives, is focused on highlighting the importance of collecting and incorporating the voice of the customer into decisions affecting customers. No one can tell you more about your service and how to improve it than the people who use it. This guide will help you figure out when and how to capture their voice as well as give you the tools to be successful.