Nottingham Express Transit are celebrating after coming off on top in a major study of customer service in the UK. The report from the Institute of Customer Service (ICS) has named NET as the top public transport company beating off competition such as Virgin Atlantic, Eurotunnel and P&O Ferries.
NET gained an 83% customer satisfaction rating. The average for all companies surveyed was 78% whilst for the transport sector it was only 71%. When it came to customers recommending the network to others the rating was 8.5 out of 10 with praise also given to NET being easier to use than other forms of transport, rating the system 3 out of 10 for the effort required compared to the transport sector average of 5.
Paul Robinson, Director and General Manager at NET, said: “This is a fantastic set of results representing a huge vote of confidence from our customers. To outshine some of the country’s leading transport companies is a terrific performance and reflects the efforts all our staff make to put our customers first. The results also highlight the success of our mission to ‘think like a customer’ and the success of popular initiatives to make travelling by tram even easier.”
Constantia Samara, NET Customer Service Manager, said: “We’ve made a huge effort to enhance the customer experience, particularly in the way we communicate with them. Now, thanks to our revamped social media channels, helpful customer service staff and more members of the team out and about on the network, it’s never been easier to get service updates or to get in touch with us. In fact, we’re now able to respond to the vast majority of enquiries within four minutes.”