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Customer Satisfaction Continues to Rise at Traveline Cymru

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Traveline Cymru is celebrating another year of record-breaking customer satisfaction.

Satisfaction levels across all of the transport information service’s platforms – contact centre, website and app – have risen again this year in its latest survey.

According to the latest report, developed by independent research and planning consultancy Wright Research, customers who use Traveline Cymru’s contact centre are the most satisfied achieving a nearly perfect score.

99% of contact centre users surveyed were ‘very/quite satisfied’ with the service they received, up from 97% in 2016 and 99% said they would use the service again.

Coming in above the UK Customer Satisfaction Index (UKCSI)’s national average customer satisfaction level of 77.8, satisfaction levels in its website rank at 83%.

While the biggest improvement is from customers who use Traveline Cymru’s app seeing satisfaction levels jump from 81% in 2016 to 87% in 2017.

The key drivers of satisfaction are customers getting the information they require in an easy and efficient manner, with the majority using its platforms to access journey planning and bus times.

The positive results come as the UKCSI, a national measure of customer satisfaction, report that customer satisfaction has increased in every part of the UK except Wales, where it has fallen by one point from the top spot.

Jo Foxall, operations director at Traveline Cymru, said:

“We are really thrilled with the results of the research. Year on year we continue to see improvements in our customer satisfaction levels, which is down to the hard work of my team who do an excellent job at keeping our customers on the move.

“The customer is at the heart of everything we do and we work diligently to ensure that they can access essential transport information wherever they are, at any given time, and at no extra cost.  Their needs are the reason our service exists and we’re always keen to hear how we can improve and tailor our services accordingly.

“While our scores this year are high across the board, we will not rest on our laurels and will now work as a team to build on this success.”

In 2016, Traveline Cymru delivered more pieces of travel information than ever, with an overall figure of 5,717,612 in 2016, nearly double that of 2015.

The biggest increase came from information delivered through its website, which saw it distribute over 1.5m more through this channel compared to 2015. Its mobile phone app also experienced substantial growth with a 19.9% increase in usage, compared to 9.7% the previous year.

Traveline Cymru is a not-for-profit company based on a partnership between the Welsh Government, public transport operators in Wales and Welsh local authorities. It provides route and timetable information for all bus, coach and rail services in the country via a bilingual website, a Freephone number and a suite of services for mobile phone users.