High levels of praise from Traveline Cymru customers

Traveline Cymru is committed to providing their customers with the highest levels of service they can. And due to this, the Welsh Government’s public transport information service commissions a biannual customer satisfaction review of all services including website, call centre and mobile services.

The results of the first 2011 wave of customer satisfaction are in and Traveline Cymru is delighted with the across the board improvements seen in their already high levels of satisfaction, demonstrating that more and more customers are pleased with the services being provided.

This is particularly pleasing, as this survey follows the implementation of significant developments to the software which powers both the Traveline Cymru website journey planner and that in use in the call centre. This project implemented various features which through research, Traveline customers requested including fuzzy searching on locations, journey personalisation, downloadable PDF timetables and Google maps.

Headline results for very and quite satisfied customers are as follows:

                                                                     2011       2010      2009
Website                                                      80%        74%       65%
Call Centre                                                91%        92%       92%
Traveline.txt Text Messaging Service   59%        N/A          N/A
Traveline NextBuses Mobile Internet   75%        N/A          N/A

Reasons customers gave for such high levels of satisfaction with both website and call centre services included that they received the information they were looking for, the information was accurate, the services were easy to use and the agents were friendly and helpful.

It is also pleasing to note that 23% of call centre users and 7% of website users were using the service for the first time on the day they were surveyed and 42% of call centre users and 75% of website users had used the service more than 5 times. High numbers of those surveyed also said they would use the services again and even higher numbers would recommend to a friend. All of this demonstrates that the services are both attracting new users, but also maintaining a good level of customer loyalty.

General Manager, Graham Walter said: ‘These figures are very encouraging, particularly following the investment made to the system by the Welsh Government and the hard work put in by the team here at Traveline Cymru in developing the website and call centre journey planners . 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 Government in achieving their goals of encouraging people to choose public transport as their mode of travel.’