PUTTING PASSENGERS FIRST: THE CLAUDIA FLANDERS MEMORIAL AWARD

摘要

Despite the difficult north east economy, Go North East has not been content to rest on its reputation for service and innovation, but has continued to implement initiatives both in service provision and the way that it interacts with its customers. The way the company uses new technology to help put passengers first appealed to the judges, as did the way customer feedback is collected on a daily basis through social media and via its customer service team - and then acted upon. An extensive market research programme backs up this approach with an on-line passenger panel, targeted research, and mystery traveller checks and Passenger Focus customer satisfaction scores of over 90% reflect the success of the company's approach.