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NET gains major customer service boost

Nottingham’s tram network has topped a major study into customer service among UK public transport companies.  

A benchmarking report from the highly respected Institute of Customer Service (ICS) says Nottingham Express Transit (NET), is outperforming household names such as Virgin Atlantic, Eurotunnel and P&O Ferries.

With an overall 83% customer satisfaction rating, the company scored higher than the average for all UK businesses surveyed (78%) and significantly higher than the average for the transport sector (71%).

Paul Robinson, Director and General Manager at NET, commented:“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.”

The ICS survey showed NET had received an 8.5 out of ten rating when it comes to customers recommending the network to others.

Customers also found Nottingham’s trams easier to use than other forms of transport, rating the system 3 out of 10 for effort required (with 10 being the most difficult to use) compared to a transport sector average of 5. They also praised the competence and helpfulness of staff and their ability to explain information clearly.

Constantina Samara, NET Customer Service Manager, explained: “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.”

The ICS, an independent membership body for customer service professionals, helps organisations compare their performance against other accredited members through its respected Business Benchmarking process.

Its research supports previous independent and internal surveys that show NET constantly delivers industry-leading customer satisfaction.

Paul added: “In study after study, Nottingham’s tram network is shown to outperform the wider transport sector, reflecting its popularity with the thousands of people who rely on it every day.However, we’ll never be complacent and will continue to strive for even higher service standards.”


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