Engagement Memo— Customer Service

We are initiating an audit of Amtrak’s (the company) customer service program. Our objective will be to assess the company’s efforts to collect and use customer service data to improve the customer experience. We may expand our scope or modify our objective during the audit. Our work will include, but not be limited to, interviewing company officials, reviewing available documentation, and performing site visits. We will work to minimize disruptions to the company by coordinating meetings with staff in advance.