National Customer Service Week 2016

30 Sep 2016



  • Activities planned across West Scotland
  • Managers and directors to attend Customer Service Seminar
  • Breakfast on the bus planned for passengers on some express services


Stagecoach West 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 West Scotland are:

  • Monday 3rd October free breakfast on the bus distributed at Ayr Bus Station to X77 passengers between 7am and 9am
  • Wednesday 5th October free breakfast on the bus distributed at Kilmarnock Bus Station to X76 passengers between 7am and 8.30am
  • Wednesday 5th October free breakfast on the bus distributed at Whitesands, Dumfries to X74 passengers between 7am and 8.30am
  • Managers and directors to attend a Customer Service Seminar on Friday 7th October

Just last 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 West Scotland invests millions of pounds a year in new vehicles to deliver a higher standard of service for local communities. In May this year the company invested £4m in a fleet of 15 new state-of-the-art double decker buses for their Cumbernauld Depot

Stagecoach West Scotland Managing Director Tom Bridge said: “Approximately 31 million passenger journeys are made on our buses each 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 West Scotland. 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 website, fully mobilised bus designed around feedback from customers.