TRAVELINE CYMRU: STILL KEEPING CUSTOMERS HAPPY

In a second annual review of customer satisfaction with Traveline Cymru services, the results demonstrate that more and more customers are happy with the information they are receiving about the public transport information provided across Wales.

The Welsh Assembly Government’s public transport information service has committed to carrying out  annual independent reviews of satisfaction across all services including website, mobile services and the Call Centre to ensure that the highest possible  levels of satisfaction are offered.

Satisfaction with the bi lingual Call Centre service, based here in Wales, remain very high with 92% of customers either very or quite satisfied. Research professionals advise us that this is a level unheard of in the call centre industry. Reasons given for this high level of satisfaction include information given, helpfulness of agent and efficient nature of the service.

Levels of satisfaction with the website are also increasing with 74% of those surveyed being either very or quite satisfied. This is an increase of 9% from the survey conducted in 2009/10. Reasons given for this increasing level of satisfaction include information provided, ease of use and helpful advice. With new features that Traveline Cymru has recently introduced to the website including intelligent searching, journey personalisation and PDF timetables it is hoped that this level will increase again in the next survey.

The survey also demonstrated an increase in first time users of  services, as well as an increase in people using the services regularly. There has also been an increase of 7% in the awareness of the advertising of the service, proving that the integrated, targeted and co-ordinated approach of company marketing  is delivering results.

Interestingly, of those surveyed 49% of call centre users and 57% of website users had access to a car but chose to use public transport. This encouraging figure indicates an element of modal shift amongst users of the Traveline Cymru services.

General Manager, Graham Walter said: ‘These figures are very encouraging, particularly during the tough economic times we face. This survey confirms that we are providing the travelling public of Wales, our customers with what they want; a good quality, easy to use and informative service. It also demonstrates how we are able to support the Welsh Assembly Government in achieving their goals of encouraging people to choose public transport as their  mode of travel.’