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International Customer Service Standard Certification

Media Release
January, 2018

Transit Systems NSW achieves International Customer Service Standard Certification

Striving to create an environment that provides patrons and employees with excellence in the safe provision of public transport services, Transit Systems NSW has successfully undertaken the Customer Service Institute of Australia International Customer Service Standard process.

With the assessment evaluating the service, financial, operation, and learning and growth perspectives of the organisation, the International Customer Service Standard (ICSS) rates progress in terms of intention, implementation and integration.

The International Customer Service Standard is widely used in Australia and internationally by customer-focused organisations across a variety of industries. It is based on the balanced scorecard, and is the world’s leading customer service management system measuring tool.

Transit Systems CEO Clint Feuerherdt said the 2018 ICSS Certification Assessment marks the next phase of an ongoing commitment from the organisation to become more customer centric.

“It’s not our first step in becoming more customer centric, but given we transport 275 million passengers annually, it’s an important one.

“The report highlighted our core strengths around operational excellence and our risk management strategy was evaluated as superior, which is incredibly pleasing to us,” he said.

Community engagement, on demand transport, bus driver customer service training and double deck buses were also highlighted as core strengths for the business.

“Recommendations included developing a customer charter, which is a priority for us in 2018 to ensure our commitment to customer service is transparent and both our employees and customers know what to expect when they travel with us.

“The ICSS Certification process was incredibly valuable to the organisation and we look forward to continued innovation and improvement on our customer service standards,” he said.

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