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Customer Service Week

02 Oct 2016

Stagecoach East Scotland employees are gearing up to take part in this year’s National Customer Service Week.

The company will celebrate the national campaign with a range of local activities throughout the week from 3-7 October.


National Customer Service Week is run by the Institute of Customer Service and aims to raise awareness of customer service and the vital role it plays in successful business practice and the growth of the UK economy.

During National Customer Service Week, Stagecoach’s bus and rail employees across the UK will take part in a series of local activities aimed at highlighting the importance of continuing to deliver good customer service day in, day out for passengers.


Among the activities taking place throughout the week at Stagecoach East Scotland are:


  • Promotion of the new Stagecoach app
  • Passengers can nominate their Customer Service stars with the winner and anyone nominating them receiving a prize
  • Internal focus on the customer service team, with quizzes and prizes available to staff
  • Throwback Thursday - directors, managers and head office staff are going back to the floor to interact with customers
  • Musical treats at St Andrews bus station
  • Fancy dress fun and customer giveaways in certain areas
  • A vintage bus operating in Perth, with free journeys on the Friday


Find out more about the activities taking place for Customer Service Week in East Scotland.

Just last week, Stagecoach Bus launched a new smartphone app which saves passengers time by providing improved information about their journey and live bus tracking. The Stagecoach Bus app offers a simple journey planning tool which uses interactive maps and the smartphone GPS system to help customers identify their nearest bus stop and the most suitable bus service for their journey requirements. They can also find out information on journey length and available fare options. Passengers can also access live running times via their smartphone to check the status of their journey before catching the bus – giving them more time to finish what they are doing before leaving for the bus stop.

The app is available free of charge for both Apple and Android devices.  

Stagecoach East Scotland invests millions of pounds a year in new vehicles to deliver a higher standard of service for local communities. Last year, the company spent £9.7m on 30 brand new vehicles for Express coach routes and local services, including a fleet of electric hybrid buses for Dundee and Angus.


In August, Stagecoach launched a direct coach route connecting Fife residents with Glasgow Airport, as well as increasing the frequency of the JET747 service to Edinburgh Airport, to offer journeys 24 hours a day.

The company was also involved in the launch of a smart multi-operator ticket scheme in Dundee last month, which offers unlimited travel on all bus company routes across the city by using a smartcard with the ABC ticket product loaded onto the card.

Stagecoach East Scotland Managing Director Andrew Jarvis said: "Thirty five million passengers each year choose to travel on our buses. That's a big responsibility.


"We know that there can be issues which affect our customers' journeys. It can be as a result of things we control ourselves or issues like congestion where we need the support of other partners.


"That's why we are always looking at how we can deliver even better services for people who travel with us, whether that’s before, during or after the journey, We've got a great team of frontline staff in East Scotland and I'm very proud of the focus they give on providing customers with a good travel experience and getting them to their destination safely.


“National Customer Service Week is a great opportunity to showcase the commitment we have to customer service all year around. It also gives customers the chance to speak directly to us and share their thoughts about what we’re doing well and how we can do even better.”


This year, for the third consecutive year, Stagecoach’s UK Bus division was voted best value major bus operator in Britain in the National Bus Satisfaction Survey by consumer watchdog Transport Focus.


As well as the new app, Stagecoach recently launched a new website, fully mobilised and designed around feedback from customers. Find out more about the app.