Traveline Cymru celebrates “exceptional” customer service results

Satisfaction levels among public transport passengers using Traveline Cymru’s suite of information services have reached 94% thanks to its ease of use and helpfulness, according to its latest report.

The research, which was conducted by independent organisation Finger on the Pulse, reveals that customers found its ‘one stop shop’ for travel information to be highly regarded and valued over the past 12 months.

Customer feedback suggested that staff helpfulness, accuracy of information and ease of use were among the reasons users rated the bilingual service highly.

The research found that the public transport information provider’s website scored an overall satisfaction level of 80%, with users most likely to view it on their mobile phone.

Its freephone number , managed by its contact centre in Penrhyndeudraeth, also achieved an impressive overall satisfaction rating of 94%. Among the main reasons cited for its success by survey respondents were staff helpfulness and its ability to efficiently deliver information to customers.

The research showed that, thanks to its effectiveness, few customers were able to suggest improvements to the service.

The positive results follow an impressive year for the Welsh Government’s public transport information service and umbrella organisation PTI Cymru, having won the Services to the Transport Industry Award at the 2019 Wales Transport Awards. They have also secured two new contact centre contracts with National Rail Enquiries and the Rail Delivery Group’s ‘Rail to Refuge’ initiative after quickly adapting its business to facilitate staff working from home during the coronavirus crisis.

Jo Foxall, Managing Director at Traveline Cymru, said:

“We are proud to have maintained an extremely high level of customer satisfaction this year with these exceptional results. Our dedicated team work hard to prioritise customer satisfaction and are thrilled by their continued success.

“While our scores this year are high across the board, we are keen to take on board comments which highlight opportunities for us to improve our services so we can continue to offer the exceptional standard of service our customers have come to expect.”

Traveline Cymru is a not-for-profit company providing route and timetable information for all bus, coach and rail services in the country. The company is based on a partnership between the Welsh Government, public transport operators in Wales and Welsh local authorities. Its services are delivered via a bilingual website, a freephone telephone number, an app and text service and social media.