A new customer service initiative, introduced by Stagecoach in Darlington, has seen two lucky winners each bag a prize as part of the scheme.

The town’s leading bus operator has introduced a customer service awards scheme, whereby customers can text in to nominate their driver for good customer service while onboard.  By texting the driver’s number, they are then automatically entered into a draw to win a month’s worth of free travel on Stagecoach.  The first lucky winner in the draw was Kathy Simpson, a peer mentor for Darlington Borough council, who was very excited to receive her prize.  She said: “This is fantastic, I can’t believe I won.  I think it is very important to recognise good customer service and I hope these awards make the day of some friendly drivers."

The first driver to be rewarded by the scheme for good customer service was Anne Marie Scott, who received £150 by being nominated for her friendly approach and helpful attitude.  She was selected from all of the drivers nominated by passengers over a 2 month period – from September to October.

Anne Marie, who has being driving for Stagecoach for just a few months, was previously an HGV driver.  She really enjoys her new vocation though as she takes pleasure in being able to meet and interact with people while working.  She commented: “I think the awards are a good idea, a good attitude towards customers is really important when working and this way, people can see rewards for the effort they put in.  It makes a difference to people to make them feel welcome on the bus, and a smile doesn’t cost anything!" Anne Marie continued: “I’m really over the moon to have won this and am going to spend it as any girl should – on shopping!"

The scheme was introduced in an effort to raise customer service standards on Stagecoach services throughout the region.  Darlington Operations Manager Frank Price stated: “We have had previous feedback from customers that our drivers are pleasant and friendly to travel with, and we thought it was important to reward this.  The bus industry is a people-facing environment and customer service is an important part of what we can offer.  This scheme has definitely helped to raise awareness of standards among our drivers."

The scheme has been implemented as a trial for the whole of Stagecoach North East. If it continues to be successful, the company intend to introduce it across Teesside and Tyne and Wear. The current period for nominations will run throughout November and December.