High quality customer service, transit stations, and bus stops can make transit more attractive, increasing transit ridership and supporting transit oriented development.  Stations and stops should be clean, safe, well-lighted, and protected from the weather.  Signage and information should clearly indicate transit route, schedule, and fare, as well as real-time vehicle arrival information.  Stations should be integrated into the surrounding area, with entrances and exits located near key destinations; and nearby development also oriented toward the station.  Customer service and service quality are critical to the ridership growth necessary for increased farebox revenues.  More importantly, the provision of reliable, convenient, and respectful service to transit-dependent residents is an important component of regional equity.  

One component of the year 2000 Forward Funding legislation called on the MBTA to establish standards for the effectiveness and quality of each transit mode and to measure and report on comfort, communication, convenience, rider satisfaction, reliability, security and environmental benefits.  These standards were either never established or are not readily or consistently available to the public.  Consistently reported service quality standards and ridership targets would identify opportunities for improvement, demonstrate progress, and provide a mechanism for accountability   Benchmarks should be regularly presented to the public and reviewed by the MBTA Advisory Board.  Similar requirements should apply to RTAs serving the region.

10.a    The MBTA should develop station access guidelines and plan

10.b    The MBTA and RTAs should establish regular performance evaluation and benchmarking program

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