03 December 2019

Nottingham’s tram network has scored highly in a survey measuring customer satisfaction.

A benchmarking report from the highly respected Institute of Customer Service (ICS) shows Nottingham Express Transit (NET), scored a roaring 83 out of 100.

In the UK Customer Service Index (UKCSI), the average for all UK businesses currently stands at 77 with the average for the transport sector at just 71).

Paul Robinson, Director and General Manager at NET, commented: “This is a fantastic set of results representing a huge vote of confidence from our customers.

“Our business benchmarking result is a terrific performance and reflects the efforts all our staff make to put our customers first.

“The results also highlight the success of our mission to ‘think like a customer’ and the success of popular initiatives to make travelling by tram even easier.”

The results from the Institute showed NET had received an 8.5 out of ten rating when it comes to customers recommending the network to others.

Customers also found Nottingham’s trams easier to use than other forms of transport, rating the system 3 out of 10 for effort required (with 10 being the most difficult to use) compared to a transport sector average of 5. They also praised the competence and helpfulness of staff and their ability to explain information clearly.

Constantina Samara, NET Customer Service Manager, explained: “We’ve made a huge effort to enhance the customer experience, particularly in the way we communicate with them.

“Now, thanks to our revamped social media channels, helpful customer service staff and more members of the team out and about on the network, it’s never been easier to get service updates or to get in touch with us. In fact, we’re now able to respond to the vast majority of enquiries within four minutes.”

The Institute of Customer Service, an independent membership body for customer service professionals, helps organisations improve their business performance through customer service excellence. Business benchmarking is a measurement of customer satisfaction that organisations can use to benchmark against national leaders in their sector and beyond.

Paul added: “These are great results, however, we’ll never be complacent and will continue to strive for even higher service standards.”