Every year we move over 340 million people to where they want to go.
We work collaboratively with Governments, local agencies, commuters and the community to design and deliver public transport solutions that people want to use.
We understand that our success depends on providing an improved customer experience and we work tirelessly to improve our performance each and every day.
taking you from a to b
Our team’s priority is to get you where you need to go, when you need to be there. We have a number of initiatives in place to help us meet this requirement, such as GPS tracking, monitoring our on-time running performance, our feedback management system and ongoing “Ask our Managers” program. These initiatives ensure we are aware of customer concerns and can make the necessary improvements when required.
enjoying a pleasant journey
Ensuring you have an enjoyable journey on board with us is of utmost importance and there are a number of things we do to make sure we deliver:
Our vehicles are cleaned inside and out on a daily basis.
Graffiti is removed as soon as practicable.
Our drivers are specifically trained to drive in a manner that offers a safe, smooth ride for our passengers.
Our vehicles are regularly and thoroughly maintained; ensuring heating, cooling, ventilation and lighting are working every time the bus is on the road.
feeling safe on board our vehicles
We live for safety and take the safety management of our customers, employees and vehicles very seriously. We are accredited to international safety standards and have a view of continuous improvement when it comes to our safety performance measures.
Our drivers receive ongoing comprehensive training in the areas of safe driving techniques.
All of our buses are fitted with CCTV cameras.
Our drivers are trained in emergency situations and dealing with difficult situations and people.
We adhere to the latest in safety and maintenance requirements.
access to the information you need
We’re committed to ensuring your journey is as comfortable and efficient as possible. From time to time, planned maintenance and unforeseen disruptions do affect our services. We thank you for your patience, and urge you to stay informed.
Public bus timetables and planned and unplanned service disruption information is available on the relevant transport authority website.
listening to your needs
We believe there is always room for improvement and always encourage your feedback. In fact you can provide us with any feedback you have right now
06. CUSTOMER CULTURE
living a customer focus ethos
At Transit Systems, customer service means exceeding our customers’ expectations at every step of the journey, listening to, anticipating and responding to our customers’ needs.
We train all of our employees in customer service using our custom designed training program and we ensure we meet the robust customer service KPIs in each jurisdiction that we operate
a track record
that speaks for itself
Transit’s outperformance in delivering safe, punctual, efficient transport services in well-maintained assets, results in extremely low Customer Complaints per Boarding across all our operations.
Transport for NSW conducts ongoing extensive customer surveys in order to develop a comprehensive understanding of current satisfaction levels across all public transport services. This Customer Satisfaction Index brings together the voices of over 17,000 customers and is a key element used to ensure that the customer is at the centre of all transport decision making in NSW.
Transit’s Sydney bus operation has been assessed under the Customer Satisfaction Index every six months since commencing operations in October 2013. Over this period, we have improved our "Overall" customer satisfaction result by 8% compared to the result achieved by the previous operators.
Transit’s Customer Satisfaction performance has exceeded the KPI threshold of 85% in each of the surveys conducted since Transit commenced operations.