Focus on customer service

05 October 2022

Did you know that this week is national customer service week? #NCSW2022 is the annual focus on all things customer service, from professionalism to skills, to leadership and recognition. We know from our research that good customer service is vital to passengers on trains, buses and trams, and that putting road users first on motorways and major ‘A’ roads is the key to achieving high levels of satisfaction.

This week, colleagues from Transport Focus will once again be taking part in events, webinars and presentations with various public transport bodies and also with National Highways to highlight what we know about how brilliant customer service can make all the difference to transport users.

Our work on bus satisfaction shows that the driver is one of the key elements to a satisfactory journey, while available and helpful staff on the railway make journeys smoother for passengers.  Our monthly strategic roads user survey shows how putting road user needs first and addressing their priorities makes a huge difference to overall journey satisfaction for many users.

While national customer service week is a chance to focus and to highlight good customer service practices, the needs of transport users and the importance of high-quality customer service are just as important every day of the year. Our work as the transport user watchdog means we will be pushing for improvements during #NCSW2022 and beyond.

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