News : Traveline Cymru’s Customers Amongst Happiest in UK
Tenby, Wales, July 18, 2016 -- Traveline Cymru, which provides public transport information for people in Tenby and across west Wales, has announced record-breaking customer satisfaction levels in its latest user survey.
UK Customer Satisfaction Index (UKCSI) has reported that Wales is the part of the UK with the highest levels of customer satisfaction.
Satisfaction levels across Traveline Cymru’s contact centre, website and app, were measured throughout March and April using bilingual telephone interviews and an online survey.
According to the latest report, developed by independent research and planning consultancy Wright Research, 97 per cent of contact centre users surveyed were ‘very/quite satisfied’ with the service they received, up from 92 per cent in 2015.
The likelihood of customers wanting to use the contact centre service again has increased from 88 per cent in 2015 to 99 per cent, the highest it has been since the survey began in 2009.
Emma Lockett, manager at Contact Centre Cymru, said: "The results for the contact centre are fantastic, the number of people who are likely to use our service again is the highest it’s ever been, which is testament to the hard work of our agents.
Whilst most call centre users have used the service several times in the past, 27 per cent of those surveyed were calling for the first time.
Traveline Cymru’s website and app also received high acclaim.
Ninety-three per cent of respondents were likely to use the Traveline Cymru website again, up from 87 per cent, listing the ease and speed of use as key drivers in increasing satisfaction with usage experience.
The proportion of people using the journey planner is increasing, with three quarters of app users now using this facility.
Ken Skates, Welsh Government cabinet secretary for economy and infrastructure, said: "Providing informed, helpful and multi-platform customer service makes such a difference to passengers and these results are testament to the hard work that Traveline Cymru has done to excel in this area.
"It’s fantastic to see a Welsh public service provider leading the way in how it interacts with and provides for its many customers. Well done to all involved."
Jo Foxall, marketing manager at Traveline Cymru, said: "We are really thrilled with the results of the research, the most positive since it began in 2009. The customer is at the heart of everything we do, so getting their feedback is essential in order to review current processes and plan for the future.
"We have worked hard to ensure that we listen to the needs of the customer and build our services around them. We want to build on this success and look to continually improve the level of service we provide."
Posted by Veronica Silva Cusi, news correspondent
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About Traveline Cymru:
Traveline Scotland is a partnership between Transport Operators, Local Authorities and Transport Scotland who contribute funds, information towards its day to day running. Its aim is to provide everyone with up to date, accurate, impartial and understandable information on all Public Transport services within Scotland and from Scotland to major destinations in other parts of the U.K. Start up and development funding was provided by the Scottish Executive.
Published: Tuesday, July 19, 2016