It’s National Customer Services Week and South Yorkshire Passenger Transport Executive (SYPTE) is working hard to make sure it’s always listening to customers and acting on what they say.
“Listening to our customers is a constant exercise and guide the service we provide”, says SYPTE’s Director of Customer Services Tim Taylor.
“Our aim is to ensure that all our customers are able where possible to access the right services for them, at a cost which provides good value for money and delivers a friendly and engaging service which encourages greater use of public transport”
“The best way to identify our customers’ needs is to listen to them. They can talk to us via a range of different channels – online via our twitter @TravelSYorks and facebook accounts or via feedback on Travel South Yorkshire website (travelsouthyorkshire.com); customers can also call Traveline (01709 515151) over the phone or send us a letter, and we are constantly running online and person-to-person surveys, consultations, user groups… you name it! “
This year alone, SYPTE has conducted 19 surveys, gathering the views of more than13,000 people. The surveys cover a wide range of subjects such as Community Transport, how people travel to work and a how they prefer to buy tickets and passes. The feedback gathered is used to inform the organisation’s future strategy on these issues.
As well as customer surveys, SYPTE manages responding to travel queries and feedback from the public every day in interchanges and on the phone. The Travel South Yorkshire telephone helpline – Traveline – answers around 17,000 calls a month – many are regarding services, but they often get feedback and suggestions from customers.
Feedback from customers through previous surveys and consultations have already informed changes and improvements. For instance, SYPTE and operators implemented a limited stop bus service 50/50a, which take passengers from Eckington Bus station to the centre in under 30 minutes, after customers asked for a quicker service to the city.
In response to a demand for comfortable and quick options to get to work, the X17 bus service now runs from Barnsley, Meadowhall, IKEA, Sheffield city centre and all the way to Chesterfield and Matlock connecting many places of work. The service offers high back leather seats, extra leg room and wi-fi on board, to increase passengers’ comfort.
The number of bus services to Doncaster-Sheffield Airport has doubled after customers’ demands and, in response to another survey, bus service 2 now stops in more places at Sheffield city centre, including the Moor, Sheffield Railway Station and Interchange.
“So, the message is clear: if you have a view, if you have a need, if you have a suggestion, let us know and we’ll make sure we listen and act on it, whenever is necessary”, concludes Tim.