Transit Agency Customer Experience Programs (2026)

Chapter: 3 State of the Practice

Previous Chapter: 2 Industry Scan
Suggested Citation: "3 State of the Practice." National Academies of Sciences, Engineering, and Medicine. 2026. Transit Agency Customer Experience Programs. Washington, DC: The National Academies Press. doi: 10.17226/29477.
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Suggested Citation: "3 State of the Practice." National Academies of Sciences, Engineering, and Medicine. 2026. Transit Agency Customer Experience Programs. Washington, DC: The National Academies Press. doi: 10.17226/29477.
Page 12
Suggested Citation: "3 State of the Practice." National Academies of Sciences, Engineering, and Medicine. 2026. Transit Agency Customer Experience Programs. Washington, DC: The National Academies Press. doi: 10.17226/29477.
Page 13
Suggested Citation: "3 State of the Practice." National Academies of Sciences, Engineering, and Medicine. 2026. Transit Agency Customer Experience Programs. Washington, DC: The National Academies Press. doi: 10.17226/29477.
Page 14
Suggested Citation: "3 State of the Practice." National Academies of Sciences, Engineering, and Medicine. 2026. Transit Agency Customer Experience Programs. Washington, DC: The National Academies Press. doi: 10.17226/29477.
Page 15
Suggested Citation: "3 State of the Practice." National Academies of Sciences, Engineering, and Medicine. 2026. Transit Agency Customer Experience Programs. Washington, DC: The National Academies Press. doi: 10.17226/29477.
Page 16
Suggested Citation: "3 State of the Practice." National Academies of Sciences, Engineering, and Medicine. 2026. Transit Agency Customer Experience Programs. Washington, DC: The National Academies Press. doi: 10.17226/29477.
Page 17
Suggested Citation: "3 State of the Practice." National Academies of Sciences, Engineering, and Medicine. 2026. Transit Agency Customer Experience Programs. Washington, DC: The National Academies Press. doi: 10.17226/29477.
Page 18
Suggested Citation: "3 State of the Practice." National Academies of Sciences, Engineering, and Medicine. 2026. Transit Agency Customer Experience Programs. Washington, DC: The National Academies Press. doi: 10.17226/29477.
Page 19
Suggested Citation: "3 State of the Practice." National Academies of Sciences, Engineering, and Medicine. 2026. Transit Agency Customer Experience Programs. Washington, DC: The National Academies Press. doi: 10.17226/29477.
Page 20
Suggested Citation: "3 State of the Practice." National Academies of Sciences, Engineering, and Medicine. 2026. Transit Agency Customer Experience Programs. Washington, DC: The National Academies Press. doi: 10.17226/29477.
Page 21
Suggested Citation: "3 State of the Practice." National Academies of Sciences, Engineering, and Medicine. 2026. Transit Agency Customer Experience Programs. Washington, DC: The National Academies Press. doi: 10.17226/29477.
Page 22
Suggested Citation: "3 State of the Practice." National Academies of Sciences, Engineering, and Medicine. 2026. Transit Agency Customer Experience Programs. Washington, DC: The National Academies Press. doi: 10.17226/29477.
Page 23
Suggested Citation: "3 State of the Practice." National Academies of Sciences, Engineering, and Medicine. 2026. Transit Agency Customer Experience Programs. Washington, DC: The National Academies Press. doi: 10.17226/29477.
Page 24
Suggested Citation: "3 State of the Practice." National Academies of Sciences, Engineering, and Medicine. 2026. Transit Agency Customer Experience Programs. Washington, DC: The National Academies Press. doi: 10.17226/29477.
Page 25
Suggested Citation: "3 State of the Practice." National Academies of Sciences, Engineering, and Medicine. 2026. Transit Agency Customer Experience Programs. Washington, DC: The National Academies Press. doi: 10.17226/29477.
Page 26
Suggested Citation: "3 State of the Practice." National Academies of Sciences, Engineering, and Medicine. 2026. Transit Agency Customer Experience Programs. Washington, DC: The National Academies Press. doi: 10.17226/29477.
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Next Chapter: 4 Case Examples
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