Thursday 28 February 2013

Stagecoach Joins Institute of Customer Service

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.