Public Transport Customer Service Standards Audit Checklist
Ensure exceptional passenger experiences! This checklist helps public transport operators evaluate and improve customer service, from staff interaction to information accessibility. Boost satisfaction & build rider loyalty.
This Template was installed 3 times.
Initial Contact & Information Provision
Assesses the clarity and accessibility of information provided to passengers before they begin their journey.
Website Loading Time (seconds)
Website Information Clarity (Overall)
Summary of Website User Feedback (if available)
Availability of Real-Time Journey Information Online
Date of Last Website Content Update
Clarity of Social Media Information
Ticket Purchase & Fare Payment
Evaluates the ease and efficiency of ticket purchase and fare payment processes.
Transaction Time (seconds)
Payment Method Used
Fare Amount
Staff Interaction Quality (Scale 1-5)
Any issues encountered during purchase?
Machine Functionality (If applicable)
Transaction Date
Transaction Time
On-Vehicle Service & Passenger Assistance
Focuses on the helpfulness and responsiveness of staff during the journey, and assistance provided to passengers.
Average wait time for assistance requested (minutes)
Driver proactively offered assistance to passengers?
Detailed notes on passenger assistance provided (or lack thereof)
Was the assistance provided in a timely manner?
What types of assistance were provided?
Time assistance was initiated
Name/ID of staff member providing assistance (if known)
Vehicle Cleanliness & Comfort
Reviews the condition and hygiene of vehicles to ensure a pleasant passenger experience.
Overall Cleanliness Score (1-5)
Presence of Odors?
Description of any odors detected (if applicable)
Seat Condition
Areas requiring cleaning?
Temperature (Celsius)
Noise Level
Information & Signage Clarity
Checks the effectiveness of on-board and station signage in providing clear and accurate journey information.
Are route maps clear and easy to understand?
Is real-time information displayed accurately?
Number of missing or damaged signs:
Are station/stop names clearly visible?
Additional comments regarding signage clarity:
Are announcements made clearly and understandably?
Accessibility & Inclusivity
Evaluates the provisions made for passengers with disabilities and other specific needs.
Number of ramps/lifts operational
Wheelchair securement points available?
Audible announcements for stops?
Visual displays for stop information?
Tactile paving present at station entrances?
Describe any observed accessibility barriers.
Is assistance readily available for passengers with disabilities?
Date of last accessibility audit/review
Complaint Handling & Resolution
Assesses the responsiveness and effectiveness of the complaint handling process.
Detailed description of the complaint received
Complaint Category (e.g., Staff Conduct, Vehicle Condition, Information Accuracy)
Time taken to acknowledge complaint (in hours)
Date complaint received
Complaint Resolution Method (e.g., Apology, Refund, Investigation)
Summary of actions taken to resolve the complaint
Customer Satisfaction Score (1-5, 1=Very Dissatisfied, 5=Very Satisfied)
Date complaint resolved
Staff Professionalism & Demeanor
Reviews the overall professionalism and courteousness of staff interactions with passengers.
Did staff greet passengers politely?
Did staff respond promptly to passenger inquiries?
Describe any specific interactions that demonstrated unprofessional behavior (if applicable)
Did staff maintain a calm and helpful demeanor under pressure?
Estimated wait time for assistance (minutes)
Observer Signature
Safety & Security Procedures
Examines adherence to safety and security protocols impacting passenger experience.
Emergency Exit Door Operation Check (Count)
CCTV System Functionality
Last Fire Extinguisher Inspection Date
Emergency Lighting Status
Number of Security Personnel Present (if applicable)
Any Security Incidents Reported?
Overall Passenger Satisfaction
Gathers feedback on the overall passenger experience and identifies areas for improvement.
Overall Satisfaction Score (1-10)
What was the best part of your journey?
What could we have done to improve your journey?
How likely are you to use this public transport service again?
Which aspects of your journey were most important to you?
Would you recommend this service to a friend?
Public Transport Reporting Solution Screen Recording
Check out our public transport reporting solution in action! This screen recording showcases the key features and functionality, making it easy to understand how our system helps transit agencies and commuters. #public-transport #reporting #transit #passanger #data #analytics
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