Listening to our customers... and learning
Providing services that customers want, need and value is fundamental to our business as we seek to attract new customers and retain existing ones.
Go North East continues to push the boundaries of the established practice on customer service and communications with dedicated, locally based, customer service and service delivery teams who provide an almost 24/7 level of customer support seven days a week when services operate via a range of communication channels which are monitored in real time providing an unrivalled local level of support for its customers.
The customer services team deal with, on average, 20,000 pieces of feedback each month across phones calls, social media, online feedback forms and live one to one web chats. This information is collated and reported on which is then discussed by the company’s management teams.
In addition to its customer service programme, the company also has an extensive market research programme which is used to continually monitor business decisions around service levels, routes and on board facilities such as wifi, talking bus announcements and power sockets. The company also boasts an exclusive and dedicated passenger research panel of 1,800 members which is used to find out customer views and experiences and to shape future investments.
Mystery bus users are also employed to test services, looking at frequency, passenger numbers, accessibility, customer care and the general travel experience. Any concerns that are highlighted during this process are addressed at a senior level.