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Metro has retained the Government’s prestigious Charter Mark, which is the national standard for customer service excellence. After a stringent two-day assessment Metro - which is 26 years old - came up to the mark. The inspectors tested it on a 62 point scale and best practice was achieved in a range of key areas. Metro operator, Nexus, is delighted with the outcome of the assessment. It is the fourth time the company has retained the Charter Mark since first securing it in 1999. Metro Director, Mick Carbro, said: “I’m delighted that Metro has retained the Charter Mark as it underlines that we certainly do focus on the needs of passengers and that outstanding customer service is at the heart of the service we provide. “There’s always room for improvement and our staff have put in a lot of hard work. Well done to all of them, they have every right to be proud.” The obligations of Charter Mark holders are to maintain and, where possible, improve levels of performance. They must seek ways of continually improving what they do and implement these where ever it is practical to do so. Background In the Charter Mark assessment the Metro achieved best practice in the following areas. Speedy processing and analysis of surveys within market research plan. Making information accessible to everyone including those with special needs. There were favourable comments for the Nexus Access and Mobility Unit. Best practice was also secured in the reviewing of social, economic and physical impact of the organisation – the Metro Environmental Policy which was signed off in January 2005. Nexus was judged to have effective arrangements for passing information and consultation between partners.
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