Recommended Practice

Rail Transit Customer Relations Programs


This Recommended Practice describes suggested approaches to improving customer relations for Rail Transit Agency (RTA). This includes training employees who deal with customers on a regular basis, tracking customer satisfaction, employee relations in terms of customer service, and other related topics.

Document History
Document Number Version Publication Date Publication Related Information
APTA RT-OP-RP-008-04 Rev. 2 6/07/2019 Published Current


customer relations, customer relations training for front-line employees, customer satisfaction, community outreach, employee relations, general communication.


Rail Transit Agency customer relations efforts should be focused on providing customers with satisfying and pleasant transit experiences. Customer relations programs and practices involve a broad range of activities designed to enhance customers’ experiences by implementing a unified, customer-oriented, organizational effort. These efforts include front-line communications, customer service, employee relations, community outreach programs, and general customer communications.

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