Metro works with bus operators to improve customer satisfaction with transport services. For example, Metro has established the West Yorkshire Transport Education and Skills Alliance (WYTESA) in association with bus operators and other transport providers. This group works to solve issues around driver recruitment and retention by striving to improve the image of the transport sector as a whole.
Mystery shopper exercises are regularly carried out at Metro’s Travel Centres and through calls to the MetroLine service, to ensure the highest standard of customer service is being provided. Metro also monitors the performance of bus and rail operators and undertakes ongoing market research to gather information about users and non-users to inform improvement plans.
All Metro frontline staff receive customer care training. The most recent customer care initiative has been in conjunction with the Institute of Customer Services (ICS) and some Metro staff have already qualified in one of three ICS awards. The training, which is ongoing, covers how staff relate to the organisation, colleagues and customers and provides a firm grounding in customer service skills.
Metro strives to provide an excellent service to all users and these efforts have been recognised through the achievement of Chartermark, Investors In People and becoming a Beacon organisation.
