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Stagecoach South East employees to mark National Customer Service Week

03 Oct 2016

  • Series of activities planned across Kent and East Sussex
  • Managers and directors to carry out frontline duties
  • Twitter competition to win a month’s free travel

Stagecoach South East 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 3-9 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.
Customer Service Week 2016
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 South East are:

  • Managers and directors go ‘back to the floor’ by carrying out frontline duties including driving and assisting in Customer Services.
  • Retweet competition on @StagecoachSE Twitter account from Monday 3 October to Friday 7 October giving customers the chance to win a month’s free travel. 

Earlier this month 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 South East has invested £6 million in 30 ultra-modern double deck buses so far this year, with a further 25 new double deckers arriving for use on routes between Dover and Hastings and 30 new Mercedes minibuses to be introduced in Ashford before the end of 2016. 

Stagecoach South East Managing Director Philip Norwell said: "Over 45 million passenger journeys are made on our buses during a year. That's a big responsibility.”

"We know that there can be issues which affect our customers' journeys. It can be 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 at Stagecoach South East. 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. The report also revealed that 86% of Stagecoach customers in England were found to be satisfied with their bus services overall.

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