Transport complaint handling
Charter UK has helped major public transport providers in the UK make optimum use of their complaints and feedback.Our Continuum software package helps minimise the risk of regulatory penalties for poor complaint handling, as well as preventing the recurrence of problems that cause complaints.
Continuum allows you to monitor all aspects of your service and complaint handling performance in great detail, in line with the close scrutiny undertaken by the Government and its regulatory bodies.
Our software can be adapted to operate in line with any complaint-handling regulations and provide you with solutions to resolve complaints quickly and effectively.
Public transport operators are increasingly working under franchise, with little or no competition. But that doesn't mean that customer feedback doesn't matter.
Transport organisations including South West Trains and London Underground use our system to allow their customer services teams to deal promptly with all feedback – letters, email and phone calls.
The information collected is then relayed upwards to boardroom level to let executives make the decisions that can improve their business and their customers' satisfaction.
The key benefits of Charter Continuum in the transport industry are:
- an efficient and cost-effective solution to your company's need to comply with industry regulation, cutting down the risk of penalty
- complaints and customer feedback handled in an open, constructive, transparent and fair manner
- a consistent yet adaptable approach to complaint and feedback management in a highly changeable regulatory environment
- great flexibility in designing, implementing and monitoring delay repayment schemes.
