PUBLIC TRANSPORT CUSTOMER SERVICE STANDARDS AUDIT CHECKLIST

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--- INITIAL CONTACT & INFORMATION PROVISION ---
[ ] Website Loading Time (seconds)
[ ] Website Information Clarity (Overall) (Excellent, Good, Fair, Poor)
[ ] Summary of Website User Feedback (if available)
[ ] Availability of Real-Time Journey Information Online (Yes, No, Partially Available)
[ ] Date of Last Website Content Update
[ ] Clarity of Social Media Information (Excellent, Good, Fair, Poor)

--- TICKET PURCHASE & FARE PAYMENT ---
[ ] Transaction Time (seconds)
[ ] Payment Method Used (Cash, Credit/Debit Card, Mobile Payment, Smart Card)
[ ] Fare Amount
[ ] Staff Interaction Quality (Scale 1-5) (1 - Poor, 2 - Fair, 3 - Average, 4 - Good, 5 - Excellent)
[ ] Any issues encountered during purchase?
[ ] Machine Functionality (If applicable) (Working Properly, Minor Issue, Major Issue, Not Functional)
[ ] Transaction Date
[ ] Transaction Time

--- ON-VEHICLE SERVICE & PASSENGER ASSISTANCE ---
[ ] Average wait time for assistance requested (minutes)
[ ] Driver proactively offered assistance to passengers? (Yes, No, Not Applicable)
[ ] Detailed notes on passenger assistance provided (or lack thereof)
[ ] Was the assistance provided in a timely manner? (Yes, No, Somewhat)
[ ] What types of assistance were provided? (Seating Assistance, Luggage Assistance, Information Provision, Mobility Assistance, Other)
[ ] Time assistance was initiated
[ ] Name/ID of staff member providing assistance (if known)

--- VEHICLE CLEANLINESS & COMFORT ---
[ ] Overall Cleanliness Score (1-5)
[ ] Presence of Odors? (Yes, No, Slight)
[ ] Description of any odors detected (if applicable)
[ ] Seat Condition (Good, Fair, Poor, Damaged)
[ ] Areas requiring cleaning? (Floors, Seats, Windows, Walls, Handrails)
[ ] Temperature (Celsius)
[ ] Noise Level (Quiet, Moderate, Loud)

--- INFORMATION & SIGNAGE CLARITY ---
[ ] Are route maps clear and easy to understand? (Yes, No, Partially)
[ ] Is real-time information displayed accurately? (Yes, No, Not Applicable)
[ ] Number of missing or damaged signs:
[ ] Are station/stop names clearly visible? (Yes, No, Partially)
[ ] Additional comments regarding signage clarity:
[ ] Are announcements made clearly and understandably? (Yes, No, Sometimes)

--- ACCESSIBILITY & INCLUSIVITY ---
[ ] Number of ramps/lifts operational
[ ] Wheelchair securement points available? (Yes, No, N/A)
[ ] Audible announcements for stops? (Yes, No, Partially)
[ ] Visual displays for stop information? (Yes, No, Partially)
[ ] Tactile paving present at station entrances?
[ ] Describe any observed accessibility barriers.
[ ] Is assistance readily available for passengers with disabilities? (Yes, No, Unsure)
[ ] Date of last accessibility audit/review

--- COMPLAINT HANDLING & RESOLUTION ---
[ ] Detailed description of the complaint received
[ ] Complaint Category (e.g., Staff Conduct, Vehicle Condition, Information Accuracy) (Staff Conduct, Vehicle Condition, Information Accuracy, Accessibility Issues, Route/Schedule Problems, Other)
[ ] Time taken to acknowledge complaint (in hours)
[ ] Date complaint received
[ ] Complaint Resolution Method (e.g., Apology, Refund, Investigation) (Apology, Refund, Investigation, Service Improvement, Other)
[ ] 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 ---
[ ] Did staff greet passengers politely? (Yes, No, Not Applicable)
[ ] Did staff respond promptly to passenger inquiries? (Yes, No, Not Applicable)
[ ] Describe any specific interactions that demonstrated unprofessional behavior (if applicable)
[ ] Did staff maintain a calm and helpful demeanor under pressure? (Yes, No, Not Applicable)
[ ] Estimated wait time for assistance (minutes)
[ ] Observer Signature

--- SAFETY & SECURITY PROCEDURES ---
[ ] Emergency Exit Door Operation Check (Count)
[ ] CCTV System Functionality (Fully Operational, Partially Operational, Not Operational)
[ ] Last Fire Extinguisher Inspection Date
[ ] Emergency Lighting Status (Functional, Dim/Faulty, Not Operational)
[ ] Number of Security Personnel Present (if applicable)
[ ] Any Security Incidents Reported?

--- OVERALL PASSENGER SATISFACTION ---
[ ] 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? (Very Likely, Likely, Neutral, Unlikely, Very Unlikely)
[ ] Which aspects of your journey were most important to you? (Punctuality, Cleanliness, Staff Friendliness, Safety & Security, Value for Money)
[ ] Would you recommend this service to a friend?

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