Our team’s spirits were lifted recently when we received a lovely handwritten note from one of our customers.
“Just a note to say “thanks” for the buses that have kept running up Buckley St during the COVID shutdown. For an old girl like me who isn’t driving anymore, they’ve been a godsend. So best wishes to the drivers and everyone working behind the scenes."
Last year, we received hundreds of calls, emails and letters each week providing feedback on our services. Customer feedback, both positive and negative, is integral to helping us continue to offer a safe, comfortable and reliable service.
Over the past year, our Customer Experience & Communications Team have been working hard to use insights from our customers to create an improved customer experience. So we were very proud when our Customer Experience & Communications Team were announced as finalists in the Australian Service Excellence Awards.
The awards, run by the Customer Service Institute of Australia, are Australia’s premier customer service awards program and recognise best practice, performance and innovation in customer service.
Our team have been shortlisted in the project category for Project Phoenix, a project that aimed to develop a customer focus across all areas of the organisation, build better relationships with our customers and help us reduce escalated complaints.
As part of the project, the Customer Experience & Communications team, together with members of the Training and Operations Team, completed dedicated training to reinforce our focus on a strong customer culture. Internal processes and systems were also reviewed, as well as, increased employee communication on customer service and customer feedback trends.
Project Phoenix delivered some impressive results, including a 30%+ reduction in customer complaints and 70%+ reduction in Public Transport Ombudsman (PTO) investigations.
Winners will be announced by the CSIA in October. In the meantime, our relentless focus on our customers continues as we transport those customers who rely on public transport to complete their essential travel during COVID-19.