The latest round of customer feedback gathered on behalf of Traveline Cymru demonstrates customer satisfaction levels of 98.4% as a result of staff helpfulness, understanding of customer needs and the provision of clear, accurate information. 

The research, which was conducted by independent organisation Finger on the Pulse, revealed that customers found Traveline Cymru’s contact centre to be highly regarded and valued over the past 12 months.

When answering questions around contact centre performance, respondents scored all measures above 90% with the top three reasons for achieving customer satisfaction being the ‘helpfulness of the person on the telephone’ (95.9%), the ‘information provided being clearly explained’ (95.9%) and the ‘person on the telephone understanding requirements’ accurately (94.3%).

The Penrhyndeudraeth-based contact centre’s achievements are all the more impressive in light of the COVID-19 outbreak. Despite lockdown rules put in place by the Welsh Government which saw teams across the company shift to home working, Traveline achieved an impressive 87.8% when it came to the ‘time taken to answer the telephone’. A result which is significantly higher than the previous research.

Throughout the pandemic, the 34-strong bilingual contact centre continued to provide vital updates to their customers. Essential service and safety information was disseminated to ensure key workers and others who needed to travel, were able to do so confidently and safely.

In addition to Traveline Cymru calls, the contact centre has well established contracts with clients such as Transport for Wales Rail, Traws Cymru, Bwcabus and Nextbike UK; and over the last year alone, secured eleven new high-profile clients including Traveline UK, Cadw and Sport Wales.

Its continued growth goes hand in hand with operating high levels of customer service recently reported, through its general enquiries, reception and complaint handling services over the telephone, by email and on social media.

Jo Foxall, Managing Director of Traveline Cymru, said

“Despite facing such a turbulent year, we are extremely proud to have maintained an extremely high level of customer satisfaction with these exceptional results. These results not only validate the hard work of our staff but emphasises our commitment in providing unparalleled resources to the people of Wales and our clients during such challenging times.”

“As always we are open to comments and suggestions so that we continue to improve our customer services and adapt to current needs so we can continue to offer the exceptional standard of service our customers have come to expect.”

Traveline Cymru, which is a part of umbrella organisation PTI Cymru, provides a ‘one-stop-shop’ for travel information in Wales. The not-for-profit company is 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 www.traveline.cymru, its Freephone telephone service (0800 464 00 00) and a suite of services for mobile phone users, including a bilingual app.