Edinburgh Trams has been named as one of the UK\u2019s top transport operators for customer service. The Institute of Customer Service (ICS) undertook a survey earlier this year and awarded Edinburgh Trams a score of 85.8 \u2013 more than 11 points above the transport industry average.<\/p>\n
The ICS highlighted the fact that tram passengers were most satisfied with the helpfulness and competence of staff. As well as considering overall satisfaction the survey also tracked other key aspects of the customer experience and found the tram easy to use when compared to other transport services.<\/p>\n
Dean Anderson, Customer Experience Manager at Edinburgh Trams, said: \u201cWe\u2019re delighted to have performed so well and the feedback reflects our commitment to putting customers right at the heart of our operations. With a \u2018Customer Effort\u2019 rating of 2.8 \u2013 whereby a lower score reflects less effort required by a customer to use a particular service \u2013 we compared very favourably with the wider industry, which had an average score of 4.9. The report also contained feedback from customers, and it\u2019s a real bonus that words such as clean, quick, friendly, smooth, reliable and comfortable all featured prominently in their responses.\u201d<\/p>\n
In addition to the general scoring passengers were asked for general comments and more than 30% did so around extending the line. One such comment was \u201cExtend the line \u2013 it\u2019s great!\u201d.<\/p>\n","protected":false},"excerpt":{"rendered":"
Edinburgh Trams has been named as one of the UK\u2019s top transport operators for customer service. The Institute of Customer Service (ICS) undertook a survey earlier this year and awarded Edinburgh Trams a score of 85.8 \u2013 more than 11 … Continue reading