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Bus passenger satisfaction high as new training initiative tells employees You Are The Difference'
5/11/2008
A unique training initiative targeting local bus drivers and inspectors in the Greater Belfast area is beginning to deliver some impressive results.
The ‘You Are the Difference' campaign aims to assist Metro and Ulsterbus staff in delivering high levels of customer satisfaction by offering tips and techniques and using driver and passenger feedback to boost service standards.
Just three months since its launch, there has already been an increase of over 35 per cent in the numbers of compliments received from passengers about Metro and Ulsterbus drivers. Moreover, customer care-related complaints from passengers have fallen by 36% over the same period.
According to Billy Gilpin, Central Area Operations Manager, the initiative is much more than just a routine training exercise: "These latest results are extremely encouraging and demonstrate just how successful the campaign has been to date.