Putting Passengers First
Delivery of excellence in customer service is vital to future of the bus industry. This Award is designed to promote its delivery and improvement by rewarding excellence, best practice and innovation in this essential area.
The judges are looking for:
- An organisation that broke genuinely new ground in either:
- the delivery of customer satisfaction, or
- engagement with and gaining feedback from customers
- A particular creative solution, developed by an organisation or team, which had vastly improved the passenger experience, or
- An initiative that had improved the journey experience for a particular passenger group.
Ideally, the winner of the award will set ambitions for the future and thus blaze a trail for others in the industry to follow.
Who can be nominated?
Entries will be welcomed from operators, partnerships, tourist agencies, authorities and others specifying and securing services.
… and by whom?
Nominations will be accepted from all eligible organisations and self-nomination is acceptable.
Criteria and Entry Requirements
Decisions will be based on the quality of the submissions made and the extent to which they address the criteria. Therefore, nominations should:
- Describe the project or organisation that is being submitted for the award
- Show how the nominee has achieved one or more of the following;
- delivery of outstanding standards of service to bus passengers
- improvement in the standards of its service to all its passengers
- improvements to the journey experience of particular groups of passengers including those with restricted mobility
- engaged with customers through research or direct contact in a way which encouraged and delivered genuine feedback.
- Show why the nomination is innovative and likely to influence others in the industry.
In assessing and comparing entries, judges will take into account the nominee’s underlying approach to customer service standards which will be judged on the criteria set out below:
- Employee training and involvement: the extent to which staff are involved in the delivery of excellent customer service and in the development of the standards by which the organisation judges itself
- Service delivery: how the organisation goes about achieving consistency of delivery and measurement of standards
- Recovery: how the nominee goes about restoring the customer confidence when performance falls short of the expected quality.
- Customer information and contact: the approaches used by the organisation to ensure that customers are:
- treated with respect and integrity
- kept informed
- provided with easily accessible points of contact
- provided with clearly documented, published and auditable complaints procedures.
- Customer research and engagement: the extent to which a company or organisation:
- seeks to discover the needs and expectations of its customers with some indication of the results of such a strategy
- bases its strategy on customer feedback
- measures its achievements (and/or failures) by research and monitoring and uses results to modify or improve its approach.
Entries should address each of the above criteria to assist with the judging process, because non-transferable marks will be allocated to each of these criteria.