Transport giant, Stagecoach, has joined the Institute of Customer Service.
The leading public
transport provider holds a highly-rated customer service record which is at the
heart of its growing success story. Stagecoach Group’s new membership of the
Institute reinforces its strategic commitment to customer service.
Stuart Giddings, Head of Customer Service for
Stagecoach Rail, said: “We are absolutely delighted to become a member of the
Institute of Customer Service. This recognises the importance that Stagecoach
Group places on all aspects of customer service and will deliver benefits for
both of our rail franchises and other areas of our business.
“With customer expectations continually rising,
we are increasingly focusing on the value and role that an excellent standard of
service plays as part of our offer to passengers.”
Jo Causon, Chief Executive of the Institute of Customer Service,
added: “I’m delighted to welcome Stagecoach Group as members of the Institute
of Customer Service. Membership of the Institute provides the opportunity to
benchmark against other organisations in a range of sectors; opportunities to
share with and learn from other members within the extensive network; access to
our research and insight; and the opportunity to drive service professionalism
through our customer service qualifications programmes.”
The new membership comes at a time when both Stagecoach rail
companies, South West Trains and East Midlands Trains are demonstrating improved
customer satisfaction results with the latest independent National Passenger
Survey recording overall satisfaction results of 85% and 89% respectively. The
survey results have also demonstrated a substantial increase of 7% (South West
Trains) and 17% (East Midlands Trains) in customer satisfaction during times of
disruption, testament to significant efforts to deliver a better service and
improved information during times of disruption.
For many people using rail networks, accessibility is a key factor.
To help break down barriers to rail travel for those unfamiliar with using
trains, Stagecoach organises dedicated 'try the train' days. This popular
initiative, hosted by a senior member of staff, offers the chance for groups of
people who may perceive public transport as not being able to meet all their
needs to try the train.
Another key initiative to engage with customers are
the popular live webchats and 'tweet the senior team' sessions, providing
customers with direct access to rail company directors.