Transit Systems NSW achieves International Customer Service Standard Integration Level

Transit Systems NSW, part of the SeaLink Travel Group – Australia’s largest integrated land and marine, tourism and public transport service provider – has been recertified to “Integration Level” on the International Customer Service Standard.

With the assessment evaluating the service, financial/governance, operational, and learning and growth perspectives of the organisation, the International Customer Service Standard (ICSS) rates progress in terms of Intention, Implementation and Integration.

The ICSS applies a Balanced Scorecard Methodology to assess the efficiency and effectiveness of an organisation’s strategy and is the world’s leading customer service management system measuring tool.

The process of certification takes a whole-of-organisation view and challenges an organisation to consider if it adopts an authentic customer focus in all decision making.

SeaLink Travel Group CEO Clint Feuerherdt says that the escalated certification of “Integration Level” is a testament to the entire Transit Systems team, who continually strive for customer service excellence.

“The 2020 ICSS Certification Assessment highlighted our commitment to customer service as a whole journey, recognising that there are many complex parts to our business but our ultimate aim is to promote a culture that puts the customer at the centre of everything we do,” he said.

“The recertification and achievement of a higher placement demonstrates that our team are passionately striving for continued improvement across a range of social and environmental considerations, addressed through strategic planning and our customer charter, allied to our culture, systems and processes.

“We are so proud of our team for their vision to enhance our customer service standards, and promote a culture of positive change. The recognition from the Customer Service Institute of Australia is a credit to our entire team in doing their best every day,” he said.

Core strengths of the Transit Systems NSW business identified in the International Customer Service Standard Certification report include a Customer focus with dedicated Customer Charter and Customer Principles, Salesforce Customer Feedback Management (CFM) system, which is wholly integrated, as well as highlighting the company’s response to the COVID19 pandemic, service and business innovations, performance management and security upgrades.

“The launch of our Reconciliation Action Plan in NSW was also included, which we are immensely proud of, including the delivery of Diversity and Inclusion programs,” he said.