Staff at transport body Metro have been praised for providing “first-rate” customer service.
It follows a two-day inspection of the organisation, which oversees bus and rail services across West Yorkshire, under the Cabinet Office’s Customer Service Excellence scheme (CSE).
CSE inspector Chris Hudson assessed Metro’s culture, customer service, information and accessibility – resulting in it being re-accredited for 2013 and gaining a new Compliance Plus rating to add to the six it has achieved in previous assessments.
Mr Hudson commented on Metro’s “excellent understanding of its customers” and commended the “varied and imaginative ways in which it consults with them”.
Metro’s annual tracker survey, which monitors people’s view of its services, was described as “professional, reliable and accurate”.
He described staff at Dewsbury bus station as “unfailingly helpful to customers” and praised senior managers for supporting a customer-focused culture by taking part in “Back to the Floor” activities where they carry out front-line roles.
Mr Hudson described telephone and face-to-face contact with customers as “excellent” and was impressed by the variety of ways customers have to access information
Metro director-general Kieran Pres- ton, said: “Our front-line teams and the many HQ employees who support them are committed to delivering a high standard of service for our customers and I would like to congratulate them on this assessment.”