WESTERN SYDNEY BUS COMMUTERS travelling on Transit Systems-run routes across a range of areas in the region have been invited to actively give honest feedback about the services, as part of a customer engagement programme the company enrolled in, recently.

Transit Systems managers ready to get out onto the Western Sydney routes and answer customer questions and discuss all feedback.

Transit Systems has undertaken the Customer Service Institute of Australia International Customer Service Standard (ICSS) process, in striving to: "…create an environment that provides patrons and employees with excellence in the safe provision of public transport services," the company states.

To demonstrate an ongoing commitment to optimising its bus services in the Liverpool, Hoxton Park and Fairfield regions, Transit Systems has just completed five sessions of a new programme called ‘Ask Our Managers’.

The new customer service initiative was rolled out across six stations over the past four weeks – Parramatta, Fairfield, Cabramatta, Merrylands, Liverpool and Bonnyrigg T-Way.

Transit Systems CEO Clint Feuerherdt says this programme opened the lines for communication between customers, bus operators and management.

 "We wanted to hear directly from our customers and bus operators, so we can improve network efficiency, and continue increasing customer and staff satisfaction," he said.

 "It’s not our first step in becoming more customer centric, but given we transport 275 million passengers annually, it’s an important one.

 "The ICSS report highlighted our core strengths around operational excellence and our risk management strategy was evaluated as superior, which is incredibly pleasing to us," he added.

Community engagement, on-demand transport, bus driver customer service training and double-deck buses were also highlighted as core strengths for the business, the company states.

"Transit Systems managers were waiting to greet customers at the stations from February 19, and were ready to talk about the services, desired improvements or changes, and any other feedback," Feuerherdt explained.

"It’s was an opportunity for our regional managers to gain first-hand insight into what customers think is working and what things we can do to improve our network’s operation, so we can continue to provide safe, efficient, reliable and sustainable transport to the community.

"We have already received great feedback from customers and our bus operators.  Our drivers felt it was great to have us out there listening to our customers about improvements which can be made.

 "From the feedback, we will continue to research and find solutions and improvements that can be made to enhance our customers’ experience," he explained.

All feedback will be collated and presented to the New South Wales State Government, according to Transit Systems.


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