Web sessions help improve service.

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22 February 2010

Go North East’s Open Line live web chat sessions have helped more than 500 people find out more about using buses and helped provide valuable information which the company has used to improve its services over the years.

First introduced in 2007, the Open Line sessions provide an opportunity for passengers and members of the public to talk directly to senior managers, directors and even the Managing Director about their local bus services.

People visiting the site have found the service so helpful that the sessions were increased from monthly to weekly at the beginning of last year.

Go North East Commercial Director, Martin Harris said, “Comments and discussions with our passengers via Open Line have really helped to shape our services. We have been able to look at everything from fine-tuning frequencies and routes to passenger comfort and service with a much more passenger-focused viewpoint.”

As well as Open Line, Go North East offers the latest information to its passengers via Facebook and Twitter and managers regularly go out to meet passengers on buses and visit local communities.

Martin added, “With an enhanced website on the way and a dedicated customer services team we greatly value customer feedback and find it really helps to raise levels of customer satisfaction.”

Information on all Go North East services as well as links to Open Line, Facebook and Twitter can be found at www.simplygo.com.

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