Delivering high quality customer service
We aspire to provide service excellence in delivering our contracts by providing a customer centred approach of the highest quality. We continue to maintain high contract retention rates in all our businesses.
Our business in North America differs from that in the UK in that it is contract-driven. First Transit and First Student operate services on behalf of public bodies and schools. First Vehicle Services provides vehicle maintenance services for customers such as the police and fire brigade.
Engaging with our customers
To maintain service excellence we maintain regular contact with our customers. We have established lines of communication that allow issues to be raised and addressed promptly. The primary customer contacts are our location managers but each customer also has a Regional Vice President assigned to them with whom they meet at least twice a year.
Customer satisfaction
We measure customer satisfaction through regular customer satisfaction surveys in all our businesses. Unlike our UK operations where our direct customers are our passengers, our direct customers in North America are the organisations that contract our service.
First Transit conducts an annual customer satisfaction survey the results of which are currently only available on a contract by contract basis. The survey findings are used to address individual customer concerns. Our most recent survey, conducted earlier this year, included the former Laidlaw operations. The results from this survey will be amalgamated across the company.
This year the annual customer First Student satisfaction survey included some additional questions to assess customers reactions to the Laidlaw acquisition. The results indicated that although some customers were concerned that service quality would be affected and there would be possible impacts on cost, the majority did not anticipate changes in service level. Concerns are being addressed through executive level management visits to key customers and local level action plans have been drawn up.
Our overall satisfaction rating in First Student has remained relatively consistent. There has been an increase in the repurchase intention over the past three years.
| Summary of First student customer satisfaction levels | |||
|---|---|---|---|
| 05/06 | 06/07 | 07/08 | |
| Overall satisfaction | 83.6% | 83.8% | 84% |
| Repurchase intention | 86% | 89% | 93% |
First Vehicle Services conducts quarterly customer satisfaction surveys. Customer satisfaction is also measured on a per repair basis through Critique Cards. Negative responses (ie 'satisfied' and below) are raised for corrective action and followed up by the appropriate senior manager.
| Summary of First Vehicle Services customer satisfaction levels | |||
|---|---|---|---|
| 05/06 | 06/07 | 07/08 | |
| Results of quarterly survey | 90% | 90% | 90% |
| Results from Critique Cards | 90% | 87% | 91% |