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Stagecoach South West launches new Customer Experience Centre

13 Oct 2020

Stagecoach South West launches new Customer Experience Centre

We have recently undergone a review of our customer service, resulting in a complete overhaul of our local processes. We recognised a growing need to revamp our business for the future to meet the changing needs of our customers.

Our newly established Customer Experience Team is covering enhanced hours across new channels to improve overall accessibility for passengers. With a new centralised phone number and email address which are now covered between 0600-2000, Monday to Friday and 0900-1700 on weekends, the team are able to assist passengers whenever they are travelling. The team will also be covering the Stagecoach South West Twitter and a newly launched WhatsApp channel.

As well as digital enhancements our customers will still have access to printed leaflets available on request from Exeter Bus Station, from the Library/Information centre in Paignton, and from a number of Tourist Information centres and pick up points across the South West. 

The new team will see a more efficient system, with customer queries being resolved quickly and feedback actioned to provide a better level of service for passengers. The overhaul will also help the team have a consistent and efficient policy to the way complaints and feedback are managed. 

As well as enhanced local customer service offering, our mobile app has seen some significant improvements. The app features journey planning, live bus information and mobile bus tickets as well as a new feature; how busy is my bus? designed to help passengers follow current social distancing guidance and provide further reassurance whilst travelling.