Here are just a few of the ways in which we constantly strive to monitor and improve our customer service:

Working with transport providers

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.

We also monitor the performance of bus and rail operators and carry out market research to gather information about users and non-users, to help us plan improvements.

Monitoring Travel Centres

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.

On the frontline

All Metro frontline staff receive customer care training. We work with the Institute of Customer Services (ICS), working towards three types of ICS award.

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 our customers, and these efforts have been recognised through the achievement of Chartermark, Investors In People and becoming a Beacon organisation.