Customer strategy
Who owns the customer relationship, what passengers are promised and how insight drives improvement.
Customer Experience and Safety
Make the bus a service people choose and feel safe using.
Passengers judge the network on every contact: Buying a ticket in an app, why they need to call your Contact Centre, how easy is it to raise a complaint, to feeling safe on the journey home at night. We support Authorities design that experience as one service.
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The Authority's challenge
After reform, passengers expect the Authority to answer for the whole network. Yet customer contact is often split across Operators, with separate inboxes, separate records and no single view of what is going on. Recurring problems are logged but not properly fixed.
Personal safety is part of the same picture, especially for women, girls and vulnerable groups. People who feel unsafe stop travelling, and many never report why. Safety governance across Authority and Operators is often unclear.
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We can support you
Customer contact design
One network-wide service for enquiries, feedback, complaints, compliments and lost property, with clear case ownership.
Digital passenger experience
App and website journeys designed around what passengers need, including where AI assistants help and where they do not.
Accessibility and inclusion
Services tested against the needs of disabled, older and less digitally confident passengers.
Safety governance
Clear safety responsibilities between Authority and Operators, and ways for passengers to report safety concerns discreetly. And passengers can track that something is being done.
Service standards
Customer outcomes written into contracts, so they can be measured and enforced.
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What to expect
- A customer strategy and service promise
- A customer contact Operating Model and case management requirements
- A safety governance assessment with recommendations
- Customer standards and KPIs ready for contracts
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Build your skills and knowledge
Right of Way training builds skills and knowledge for your teams.
Customer Strategy and Engagement
Customer relationship ownership, complaint resolution and how customer insight can drive improvement.
View the Right of Way course05
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